Maria

As most of you know, I recently was forced to buy a new car- Maria- (thanks dumb lady for totaling Jose #RIPJOSE). Well. I have had the most inexplicably horrific experience with this dealership for the past 2 months. See timeline of events below, and PLEASE let me know what you would do in my case.

• Bought BRAND NEW (2019) car April 30th- no damage upon initial inspection, went through with purchase and car received “detailing” during signing of paperwork.
• May 8th- noticed dangling stringy material hanging from undercarriage that were setting off parking sensors, noted to have someone look when I had a chance.
• May 25th- Upon inspection, found engine compartment fire insulation shredded under the hood and missing/shredded behind the engine with pieces covering engine and falling down into skid plate. Collected all pieces and took pictures for evidence. Then emailed the sales department about the issue, included pictures and tons of detail. Received zero communication back.
• 1st attempt to fix-June 6th- Took in for tire patch (that took 5 hours) and to have them inspect damage to fire insulation. Showed them the plastic Walmart bag full of shredded insulation I had collected and was told “rats” ate it, and that it happens pretty often. They checked to make sure “rats” did not further damage vehicle. After waiting for 3.5 hours I was told my whole tire would need to be replaced and that they had to order the tire, then 1.5 hours later I was told a patch would work. They also ordered the insulation parts this day and said they would be in on June 11th. Then I was told to make an appointment for insulation replacement and to also have my brakes checked (they skipped when I applied them).
• 2nd attempt- June 11th- they looked at my breaks and determined it was rust build up, so that was resolved. Then I was told I’d have to make yet another appointment for the liner. They had the parts but had already booked up and couldn’t get me in for that kind of a huge job that day- although that is what my appointment was for. I made another appointment for June 18.
• 3rd attempt- Tuesday June 18th- Dropped car off to have insulation replaced. Received a voicemail that evening saying it wouldn’t be ready that day. Accepted that and didn’t return call. Wednesday I called Daniel twice and left two different voicemails trying to find out status on my vehicle. Neither were returned, didn’t hear back at all on Wednesday. Thursday morning I call Daniel and get no answer, then later call the front desk and get transferred to him, he says they’re working on it, it’s just a bigger job than they thought. I ask if it will be done by Friday, he says not sure and we hang up. Didn’t hear back on Thursday after we spoke. Friday afternoon I called and asked for status and he again states that its a big job and they’re working on it and will be having the body shop install the piece and that it may take a few more days because they are waiting on the guys. At first I accept this and hang up, then call back and tell him we are coming to get the car today (Friday, June 21st). There was no work being done on the bottom insulation piece. My vehicle had been sitting in their shop since Tuesday morning with nothing being done after the top insulation piece was installed. I was without a vehicle, unnecessarily, for 3 entire days. I received little to no updates or communication about what was going on, or what to expect. I was told that my brand new vehicle would need to be disassembled to replace the part that was damaged by a “rat” while in the care of the dealership.

SO. I'm mad. Real mad. and I wrote an email all about just how mad I am.I am beyond the point of getting this fixed. My car has 2500 miles on it and should not need to be disassembled or fixed for any reason. I fully believe that the damage was caused by a power washer during the “detailing” at the dealership while we were signing paperwork on April 30th and the shredded insulation dried and fell down into the engine and then down into the skid plate alerting me to the unseen damage. If a rat had eaten it, I wouldn’t have been able to collect all of the insulation and bring it with me to the dealership as proof on June 6th. ( I have 2 witnesses who worked there who saw the bag and legit still said a rat ate my stuff... like, really??)What would you do? Just take it somewhere else and get it fixed? Its all under warranty, but I think for me at this point its the principle of how I'm being treated as a customer. And how my time is being wasted. They are SO LUCKY I'm on summer break right now and didn't absolutely need my car, but it sure as hell made this week a whole lot more difficult. Also, I realize the job posts kinda fell off really quickly lol. I have about 12 of them written, so I'll try to get them up next week. Follow me on instagram for some real life updates. Oh, and I'M AN AUNT NOW. :)))))) And we just listed our house for sale. Annnddd were moving home soon!(Wanted to end on a happy note. :))Thanks for reading, and SERIOUSLY please tell me what you would do in my shoes (birkenstocks/chacos)Love,Jess