Chevrolet Service

Jonathan and Dawn

★★★★★

3 months ago

Nick, in the service department and everyone else I met there, was absolutely awesome and helped me out when I needed it most. I'm staying in town for 100 days to be near the hospital for a loved one undergoing an intensive, life saving procedure. This is an extremely stressful time. On top of everything, my car needed a special-order part and I couldn't go back to my hometown dealership to have the work done (where the part was now waiting for me). Of course is was also the Friday before Thanksgiving week. I had initially called another dealership that was closer to my hotel on the south side of town. That other dealership said they were booked out for a long time, probably wouldn't be able to give me a loaner car and told me that given the car's problem (it needed a new telematics control unit), I needed to be prepared to leave it there for a couple of days. I had already told them my back story since the part is "VIN specific" and that there was one already waiting for me back home. They offered no help and no empathy, only more obstacles. Then I called Suburban Chevrolet, spoke with Nick and told him my plight. They were also booked for the week of Thanksgiving, but instead of obstacles, Nick offered solutions. He told me to bring the car in on Monday and he would make sure it was diagnosed so they could order the part.and get it there ASAP. When it came in, they could give me a loaner if they had one or a shuttle service to and from the hospital if necessary. After Monday's short diagnostic appointment, I was out the door with the part ordered. I got a call after the holiday that the part was ready and made an appointment for that next Friday. I was assured a ride to and from the hospital would be available. While dropping off the car, the friendly technician who was going to do the work said he could get it done in a hour, so I simply waited in the waiting area instead of getting a ride. It was done in less than an hour. The car's communications are now working perfectly. Nick wished me luck and offered his prayers for my loved one. With that issue easily solved and now behind me, I'm freed up to concentrate on what is really important . This place felt like a port in the storm. Thank you guys. It's probably just good, caring customer service to you, but you'll never know how much this meant to me.

Dom Bouavichith

★☆☆☆☆

a month ago

As has been the case several times at Suburban Chevrolet of Ann Arbor, the service was poor. The representatives who spoke with me were dismissive and unable to answer my simple questions. I came in to check on progress, after being unable to reach anyone via phone, and waited for about fifteen minutes before someone could speak with me. During that time, where I was the only customer present, there were six employees behind the counter, all seemingly unable to receive a customer. When my car was ready for pickup, the representative who checked me out was unable to tell me what problem was identified or how the technician solved it (it was also absent from the printed and emailed report of the service). When I pushed him to find an answer, he said he'd call me back the following day (shocker: he did not). While waiting to pick up my car, another customer behind me in line expressed (to herself) that she'd likely need to wait 40 minutes to pick up her car because "that's always how it is here". We shared a laugh at our shared disappointing experiences with this service center.

Brenda Brown

★★★★★

a year ago

The service manager was great. I give him A plus on customer satisfaction. He was helpful with relaying information about vehicle. He made sure a loaner was available. Very professional and friendly and courteous. His service department also was great. I felt very comfortable talking to the service manager and the advisor because they took the time to listen to my concerns.