Rick Case's Customer Service tactics are on par with less than average Buy-Here / Pay-Here auto lots. They did not honor the 12-month / 12-thousand mile Drive Train warranty posted on the vehicle that I purchased. Less than 250 miles after driving off of their lot, my car stopped running in the middle of traffic several times in one night.
I had the vehicle towed back to Rick Case because I thought it was unsafe to drive, and because of the 12-motn / 12-thousand mile Drive Train warranty.
Ernest Bynes, Repair Technician told me one thing. He had someone drive the car and since they didn't experience the same problem that I experienced 2 days before, then I could pick it up.
Benny Chahal, Pre Owned Sales Manager, told me something that was completely different. He said Ernest fixed the sensor on your parking brake. Well that's interesting since I just spoke with Earnest who assured me that he'd done nothing more than drive the car.
So then both Ernest Bynes and Benny Chahal assured me that they would speak to each other and have my car serviced. Three days later, I called Ernest Bynes for a status update. The car had not been touched! Benny Chahal had not given him any approval to look any further. Ernest apologized to me, and indicated that he had requested approval 3 times with no response, and that he was "caught in the middle".
I escalated my discontent to LeRoy Larson, General Manager. If you've ever heard that statement that "A Fish Stinks From The Head", then you'll understand why Rick Case has such a poor reputation when it comes to Customer Service and Integrity. LeRoy Larson suggested that I should "not drive the car with the parking brake on, or touch any buttons when I'm driving"! He also assured me that if the car broke down again; that I'd have to have it fixed myself. So much for the 12-month, 12,000 Drive Train Warranty.
Fortunately for me, I did not buy the car because of the warranty, and I'm able to have my car serviced elsewhere - which I will do. Unfortunately for me, I trusted that they had integrity and believed that would service my car according to their warranty. But I did not allow their failures to ruin my car ownership experience.
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