Review Details

I had a scheduled appointment yesterday, October 9th, for a 12:45 pm oil change, followed by a 1:30 pm service appointment for a "shift to park" error message in my 2022 Chevy Malibu. I arrived on time and was initially informed that the oil change would take about 30 minutes and the service to address the shifting issue would take an additional hour to an hour and a half. After being told about this timeline, I requested shuttle service to a nearby coffee shop where I could complete remote work while waiting. However, after three hours of waiting, I noticed that the online status tracker, which I had been directed to use, was not up to date. It showed that my vehicle was still in the inspection phase, even though I had received an "all green" inspection notification two hours earlier. At 3:38 pm, I replied to the initial text sent when I dropped off my car, asking for an update on the estimated completion time. After not receiving a response, I called the service department at 3:58 pm, only to be placed on hold for seven minutes. I was eventually informed that my earlier message had been received, but the team was busy with tickets and would update me soon. By 4:40 pm, still having no further updates, I called again, but this time my call was dropped after five minutes on hold. I had to call back at 4:45 and was once again put on hold. When I was finally able to speak with someone, I was informed that my car was ready and that the repair for the shifting error would require a part costing $455.58. Surprisingly, I had to specifically ask whether the repair would be covered under warranty. Given that my car is only two years old and has less than 35,000 miles, I was relieved to learn it was indeed covered. I found it concerning that I had to bring this up myself, especially after mentioning that my previous Malibu had a similar issue that was covered under warranty. Unfortunately, I didn���t have an opportunity to share this feedback in person as the only individuals I encountered once dropping off my car were the shuttle driver and the check-out professional, both of whom were very kind. However, I was disappointed by the overall lack of communication and responsiveness throughout the process. The entire service visit took over four hours, and due to the delays, I ended up being late to prior commitments.