I would first like to say that all the staff at John Bear that we talked with was nice and friendly. I came into John Bear On March 21 st to book an service appointment on our 2012 Silverado 1500 Z71 to have all scheduled maintenance up to par, the customer service department said nothing was needed with the KMS that are on the truck ,48,000ish but she had recommend that we get A annual inspection done to make sure everything on the truck was good. I then agreed to have this scheduled in for the following Friday March 28th , but I told her I wanted to have the truck touched up and that I would like it it to be done all in the same day. After talking to the body shop guy he said they can polish the truck for $199.00 to get the scratches out and needed 4 to 6 hours to complete . I agreed to this. My wife dropped off the truck that Friday ,( late for work cause shuttle wasn't on time after being told she would have no problem, so late they gave her A rental ) My wife picked up the truck that evening paid the bill and came home, she told me the price for the polishing was 299.00 ( that was not the quote I had gotten ) and the other servicing that was done only was about 79.00 with was what I agreed to. So when I went and check out what we paid for( polishing work ) we were SOO DISAPPOINTED !! their was polish marks all over the truck , exhaust , plastics , grill etc... and the tint was ripped somehow on drive-side window the seats looked like they were all scratched up from the way they vacuumed . I was so upset with this workmanship and the price over by $100.00 ! The following day I went to the service manager and showed him the work of his staff. He insisted to let his staff to redo the work and was apologetic and gave back A full refund for the polish and said to let us make it right, at this point I didn't want John Bear to touch my truck again after that job ! Service manager kept insisting to let John Bear make it right, and went over the truck with his staff and told them to redo the work and shampoo the interior and have the tint guy come fix the tint and he even said he will have his guys wet sand A scratch that we put on the truck from A drive through car wash. I then said fine as long as he looks over the truck. He then said to just rebook it in. I called customer service on March 31 to booked it in for today (April 7th) for the work the manager said he would take care of. Well the wife dropped off the truck this morning ( shuttle was late driving her to work again) I get A call from A person I never met before asking what are they doing to my truck at 245pm in the day (Tim) I then realized that giving John Bear A chance to make it right , was WRONG !! I went over with him on what the manager said he would do and that I scheduled this work in over A week ago and he said it wasn't , I then asked him what time can we pick up out truck, he said he is just waiting for the tint guy, he said he'll will call me right back to let me know, call back from him 1 hour and fifteen mins later to say the tint guy still not here. and ask when can I bring it back or to leave the truck? I simply asked him to just have my truck ready out front I will pick it up and deal with everything that supposed to be done somewhere else as this was booked in for this and over A week ago. When I picked up the truck the seat still looked all scratched the carpets still had salt on them the tint was not done the scratch that the manager said he would have wet sanded and fixed was not done , but the truck was nicely polished. I have never had such A unpleasant experience before in my life with A dealership ! I just hope to god that that someone teaches your company what the word " INTEGRITY" means to the staff ! Sincerely Kevin and Laura Seaton, One less customer you will have to deal with ! April 7th 2014
manager N customer service
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