This year alone I have been without my Trooper for 109 days due to incompetence of the Golden Eagle Service Center.
I first gave Golden Eagle my 1996 Isuzu Trooper on 8/7/02 for a "ticking" noise in the engine. I was told that the engine was not getting oil, as the oil pump was broken. I gave my approval to the Golden Eagle to replace the oil pump. I was told around the 8/12/02 that my car wasnt ready yet because "the mechanic had moved his family to NM when their trailer broke off and caused an accident so his return was delayed". The expected the mechanic to return, but in reality he was delayed 2 days more thus pushing out the date I would receive my car back. Apparently only one mechanic at the Golden Eagle can work on my car.
I called Golden Eagle on 8/14/02 and was told to come by at 6pm that night to pick up my car. Upon my arrival I was informed that the car was "still not done but we (the Golden Eagle) are staying open late working on it for you. Have a seat it should be a short time." 30 minutes later, and still no sign of me getting my car, I was told that "tomorrow" the car would be ready to pick up.
On 8/15/03 Oscar called me to inform me that my Trooper needed a new engine. I gave Oscar the ok to put in a new engine. According to Oscar, the engine was ordered 8/16/02 and should have arrived at the shop by the end of the following week (8/23/02). I was also informed that it would take approximately 5 days to put in the new engine (by 8/30/02).
I called to verify that the engine was ordered 8/19/02 and was assured it had been. On 8/23/02 I called again to verify engine arrived at the service shop and it had arrived. On 8/30/02 after waiting the 5 days, according to Oscar, it would take to install the engine; I called again to determine when I could pick up my Trooper. Oscar said, "we are working on it but you won't have it this weekend".
Low and behold, the engine they put in was tested and was found to be defective. Thus, the process began all over again. I had rented a car for several days because I could not be without a vehicle. Ron, the owner of Golden Eagle agreed to pay for at least 3 days of the car rental for my troubles. Of course, I was never reimbursed for the promised car rental days by the Golden Eagle.
I initially dropped my Trooper off at the Golden Eagle on 8/7/02. On 9/25/02,50 days after dropping it off and after paying the Golden Eagle $8,977.87, I finally got my Trooper back.
Does the story end here? Of course not!
In late March my Trooper began to lose power and had some white smoke seeping from under the hood. Reluctantly, I brought my Trooper back to the Golden Eagle praying that if the problem stemmed from the replaced engine that the engine was still under warranty. Believe me if it was not the engine causing the problems, I would have quickly taken my Trooper to another auto shop and not let any Golden Eagle mechanic so much as look at my Trooper.
This time I dropped my Trooper off on 4/3/03 to have the problem diagnosed. 9 days later on 4/12/03, Oscar called me to inform me that yes this engine too was defective but that it was under warranty. Oscar promised me that replacing the engine for the third time (2nd defective engine) would not cost me a dime. According to Oscar the engine would arrive at the Golden Eagle on Tuesday 4/15/03.
After calling to inquire when I could get my Trooper, I was told it would be done on 5/16/03 or 5/19/03 because they were testing the engine. According to Oscar, testing the engine could take anywhere between 5 minutes and 2 hours. During the week of 5/20 I repeatedly called Golden Eagle, sometimes more than once a day, to check the status of my Trooper. Each time I was told that they were either working on it or they were still testing. Oscar let it be known on 5/22/03 that oil was not being pumped to the engine. During the 5/27/03 call to the Golden Eagle, I was informed that once again, the engine was defective. This makes 3 defective engines which all came from the same ATK Engines company. So far this time, the Golden Eagle has had my Trooper to date: 59 days and counting!
I find it hard to believe that one customer within less than a years time would receive not one but three defective engines! I firmly believe that the mechanics at the Golden Eagle have either screwed up all the engines during installation or that I have just been flat out lied to regarding the status of my Trooper. Clearly customer satisfaction means nothing at this Goodyear service station.
Shannon
Vail, Colorado
U.S.A.
0 comments