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| - I brought my vehicle in on February 15th at 7:00AM. The service adviser (Tim Hanner) took my information and informed me that he was positive that the issue would be handled under the warranty. I explained that we just had warranty work done and that the information should be in the computer. He contacted me around lunch time that he couldn't figure out which warranty company I was using. I gave him the name again, he had called a lot of different companies other than the one that I had informed him that we had. Several hours later we spoke again and he informed me that the repair would not be covered under the warranty and that the repairs were in the $800 range. I had to speak to my wife about spending that kind of money. The repair involved a coolant leak, we didn't want to take the vehicle from the dealership and drive it anywhere else and possibly cause more damage to the vehicle. We called Tim back and told him to go ahead with the repairs. I was informed that they would have to order the part and that they should be able to have it ready early afternoon the next day. We have a rental through them as well. We had previously had an issue about parts being ordered and then having to keep our van there for ten days with rentals. The next day after I got off work, never hearing from the service adviser we went to the dealership to check the status of our van. We ended up waiting around for awhile trying to pay and get out of there because our service adviser was helping another customer. We finally got our van back after paying (once again we were told that our van would have an exterior wash, it did not, just like before). Where I work I had explained the work I had done and how much I paid, the manager was shocked. He did some research and reached out to another local dealership and confirmed a few things and the part that was allegedly installed in my van. The part that was sold to me and installed was not complete. The assembly that I paid for and paid FULL labor for installation was taken apart and only a piece of it was installed. I spoke to the service manager John Kassimoff about this issue. I showed him my findings and he told me he would look into it. He told me he would refund me the price of the part. After verifying what happened, I was not satisfied by being refunded just the part. I wanted a full refund, that was denied, and I understand that I did have work completed and the leak was fixed. However I did not feel justified being charged full labor on the installation of an assembly that was only partially installed. I spoke to John again telling him that I felt it was fair for my total charge to include half the price of the part, half an hour of labor (their labor is $149/hr and after showing several mechanics the work that was done they explained that it should not take more than half an hour since all you have to do is remove a few hose clamps), the coolant, and one day of the rental. While I was there John agreed that there was no book time for the part of the assembly that was installed since that piece is not sold separately. He refused my final offer and I told him that I would give him a day to think about it otherwise I would be going elsewhere to lodge my complaint, he didn't seem to care.
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