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  • Unfortunately, the service department has taken a turn for the worst. I rated this dealership 5 stars when I purchased my car. You can see in my previous review, my former service advisor was prompt, helpful & honest. He has since retired and apparently I was assigned George Gilbert as punishment. Driving my car home one evening, the power steering on my CTS completely went out. It was late, and I was close to home, so I drove home and parked it. I had trusted this dealership with my car for service since purchase, so I planned to have it towed to Coulter in the morning. When I got in the car the next morning, everything was fine. Power steering intact, car seemed fine. I called Coulter, made an appointment and drove my car down myself. The next day, I was given a verbal repair quote of $4,800 to replace the rack & pinion unit, two motor mounts, and repair the steering gear & pump. Without turning this into a novel, I was completely shocked by the amount, so I took the car to a family friend for a 2nd opinion. He could not find anything wrong with the car. Motor mounts were intact, steering pump had not "exploded" like George dramatically explained on the phone, and the rack & pinion unit did not need replacement. I let the mechanic keep the car an extra day with the instructions to "drive it like he stole it" to see if he could get the power steering error message to show. Meanwhile, I requested a written estimate from George over the phone. He said he would email it to me. One day went by... no email. I emailed George and left a voicemail requesting the estimate again. The next day, he emailed me a receipt for the cabin air filter I had replaced while they had my car. Thanks, had that already. I replied to his email requesting a specific written estimate for the $4,800 in repairs he had quoted me. No response. I requested the estimate again. Three days later, he replied to me, "HAVE THEM TALK TO MARC TURNER ON THE DENT." Not really sure what that even meant or had to do with anything I requested. I got my car back from my mechanic, no repairs were needed. My mechanic said there are some rumors circling about false motor mount replacements needed just to increase the revenue for the service department. George still hasn't returned my email...
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