I turned in my 2000 Isuzu Vehicross, which overheated, cracking two of the cylinder heads. The service staff informed me that the issue was under warranty, and would be taken care of as quickly as possible, stating that the repair would be completed by week's end.By the end of the week my car was still not completed, and I was forced to rent a vehicle for the Memorial Day weekend.
It turns out that the new engine and radiator did not even arrive until late during Memorial week, so after week number two, I still did not have a vehicle. I was promised completion by mid-week, which obviously was not going to happen, so it was extended to the end of the second week. I turned in my rental when I returned to Reno after Memorial Day, assuming that my vehicle would be completed (as stated by the service staff), and I could not afford to rent another vehicle. End of week two, and still no vehicle.
I was once again assured that my vehicle would be completed by mid-week of the third week.By the end of the third week, still no vehicle for the weekend, yet the dealership obviously had no problem lying to me repeatedly, to avoid dealing with me.
I've missed weekend activities, evening classes, and doctors' appointments, all because of empty promises from the staff at the dealership. This is not acceptable, and with Lithia's commitment to customer service, I expect much better. I've made multiple attempts to contact the General Manager of the dealership, Mike Silman, with no success. Finally, I was contacted by a condescending and arrogant subordinate, Jay Kaltenbach, only to be told that my claims were frivolous, and meaningless. They are indifferent towards the issue despite my filed complaints with Nevada Consumer Affairs and the Better Business Bureau.
When a dealership commits to completing a vehicle repair, and they are unable to follow through, they need to provide alternative means of resolving the issue, at their expense. It is not fair for a consumer/customer to suffer as a result of the dealership's ineptitude and inability to grasp the concept of good customer service.
I highly recommend not buying a vehicle from Lithia, as their customer service is atrocious after the sale!!! Their prices may be competitive, but their treatment of your vehicular problems afterwards isn't worth it.
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