"One thing that speaks volumes about a business is the senior management and the management team, to have a Service Manager (Shawn Drover) belittle an individual because they tried to save a few dollars purchasing a part online that required a GM tech to program it.
Today I spoke with Mr. Drover by telephone and he told me,” that I was a one-time customer who wasn’t happy” and he was wasting his time speaking with me. Based upon my overall experience, it appears Island Chevrolet Buick GMC has no interest in respectfully dealing with individuals.
It was also interesting that Mr. Drover stated that their records show the technician allegedly worked on my vehicle for 2.5 hours, however they gave me a “break” because they didn’t charge me for 3 hours of labour.
I did call and leave a message for the Owner/ General Manager (Randy Westlake) and Mr. Drover confirmed that Mr. Westlake was aware of my call however, Mr. Westlake obviously does not feel it is worthwhile to return a customer call regarding poor service and what appears to be unethical/questionable billing practices.
It appears that Mr. Randy Westlake is not interested in even speaking with an individual who has issues or concerns regarding the way his dealership conducts business.
Another example of the ethics of Mr. Westlake and his company is that one of his Service Advisors quoted the price for a replacement part to be $240.78, however, when you go on their website to order the part, it shows the price as $158.92. Amazing how the price given by the Service Department is $81.78 more than the price they give on their website.
"The sales department is top notch 10 out of 10. Chad Korchinski and Matt Fischer are great people to deal with. I never once felt uncomfortable dealing with these gentleman and they go out of their way to make sure you are satisfied as a costumer. The entire sales staff makes you feel like you are at home. The service department needs a little bit more of the sales department feel. I don’t feel as welcome when I deal with the service department 6 out of 10. It seems a little more cutthroat in the service area. I feel like they need to pay more attention to to satisfying costumers and making sure they are taken care of. I had to pull teeth to finally get a good response from the service manager who eventually took really good care of me. Customer service is huge for me! I want to feel comfortable and welcome and not just another number on the wall. It also doesn’t hurt to throw in a random complimentary wash or quick detail once a year or when paying for mid range cost service. Small little touches go a long long way to keep a customer happy. "