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03-11-2012, 03:05 AM
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#1
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Montana Master
Join Date: Aug 2008
Location: New Bern
Posts: 4,370
M.O.C. #8728
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I'm also disappointed
Last September, on the way to the Fall Rally, we were having trouble with our truck. We brought it to Tom Naquin Chevrolet in Elkhart where they diagnosed leaking injector seals. They replaced the injectors and fuel rails. Two months ago, after shutting the truck off, I would get a slight diesel smell and noticed a small wet spot under the truck when it was parked in the barn. I brought it to my local Chevy dealer where they noticed a leak coming from the fuel line feeding one of the injectors. They tightened the line and the leak stopped. The bill for that repair was $168.00 for two hours labor. I contacted Tom Naquin Chevy asking them to cover the repair on the leaking line since they installed it a few months before. The service manager refused to cover the repair. I then tried to contact the general manager. After several phone messages, he had the service manager call to tell me he wouldn't honor the repair. I then sent a certified letter to Thad Naquin, the owner of the dealership. That letter was ignored. After paying $6600.00 to get the truck repaired, (the water pump was also replaced) they refused to cover the $168.00 to fix what wasn't tightened sufficiently in the first place. Personally, I will not bring my vehicle to a repair shop that will not stand behind their work and as far as I'm concerned, Tom Naquin is that shop.
UPDATE
I contacted the Better Business Bureau and Angies List. They both contacted Naquin to no avail. After General Motors intervened on my behalf with Naquin and got nowhere, they talked with Joe Alcoke Chevrolet, my local dealer that repaired the leak. Alcoke reimbursed my $168.00 and GM will reimburse them. I'm very impressed with Chevrolet and Joe Alcoke. If any of you are ever in this area and need a vehicle repaired, you can rely on Joe Alcoke Chevrolet to be fair and professional. As for Naquin, buyer beware.
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03-11-2012, 03:34 AM
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#2
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Montana Master
Join Date: Jul 2007
Location: Galena
Posts: 989
M.O.C. #7380
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Age of the internet. Blast them! And let them know you are doing it. We had a small issue similar and as soon as we threatened to put it on the net they paid 100% within 10 min but it was not with that company. I guess it depends on how much the company cares about thier name. Good luck that stinks.
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03-11-2012, 03:40 AM
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#3
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Montana Fan
Join Date: Feb 2012
Location: Homosassa
Posts: 307
M.O.C. #12211
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WOW! $6600 for repairs. They should have done something for you. I was mistreated by a Ford dealer in Indiana years ago, and to this day I won't buy a ford.
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03-11-2012, 03:55 AM
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#4
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Montana Master
Join Date: May 2011
Location: Fayetteville
Posts: 4,200
M.O.C. #11401
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I'm with you Jim.
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03-11-2012, 04:00 AM
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#5
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Montana Master
Join Date: Feb 2007
Location: Winfield
Posts: 7,327
M.O.C. #6846
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Reminds me somewhat of a stealership issue we had. On DW's Suburban, the driver side power mirror failed where it would not fold in (electric fold-in, fold-out). We were told that the entire mirror had to be replaced to the tune of over $400 plus labor. Now, even though the vehicle was out of warranty (42,000 miles) I went directly to the Chevrolet web-site Customer Service e-mail and pretty much told them what I thought. Before the end of the day Chevrolet told us they would cover the mirror if we covered the labor ($112.50). I was satisfied and it may be worth a couple of e-mails to express your feelings. Can't hurt anyway.
Bingo
__________________
Bingo and Cathy - Our adventures begin in the hills of WV. We are blessed by our 2014 3850FL Big Sky (previous 2011 3750FL and 2007 3400RL) that we pull with a 2007 Chevy Silverado Classic DRW CC dually.
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03-11-2012, 04:34 AM
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#7
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Montana Master
Join Date: Feb 2003
Location: Belvidere
Posts: 1,834
M.O.C. #185
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Submit a copy of your letter to Trailer Life! They may be able to help.
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03-11-2012, 04:39 AM
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#8
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Montana Master
Join Date: Mar 2010
Location: Newport
Posts: 546
M.O.C. #10257
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What a bummer, Jim. I really would use the power of the internet.
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03-11-2012, 04:39 AM
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#9
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Montana Master
Join Date: Aug 2008
Location: New Bern
Posts: 4,370
M.O.C. #8728
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Thanks to everyone for the info and support. I sent e-mails to both the GM website and the BBB. Next will be all the diesel and RV forums that I can find. If Naquin hears from some people, maybe they will think twice about being so unresponsive. The thing that really torqued me was having my return receipt letter to the owner being completely ignored. He didn't even have the decency to respond. That tells me a lot about their customer service.
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03-11-2012, 04:40 AM
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#10
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Montana Master
Join Date: Jan 2005
Location: Goshen
Posts: 1,058
M.O.C. #2827
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Jim and Vicki, I too, took my truck to Naquin's because, it is out of warranty and they are less than 5 miles from the house. My dealer is in Nappanee. Thought I was saving time. It turns out, almost everytime I have them do something, it had to go back to get finished. The same thing happens to Gail's leased 2010 Murano. I have filled out a survey they sent via email. Several days later, I got a phone call. The conversation was short and sweet. I simply stated that when the lease was up on the Murano and that I would NOT be bringing the truck back for any service or repairs, we would not be doing any further business with Tom Naquin! The next day I received another call from the service manager. I sighted several examples of my issues with them. He did a lot of apologizing but, nothing has changed. So, guess what will be happening.
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03-11-2012, 06:01 AM
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#11
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Montana Master
Join Date: Nov 2004
Location: Arnold
Posts: 1,200
M.O.C. #2586
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Jim,
That does bite. Glad they found your leak, however, and got it corrected.
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03-11-2012, 06:20 AM
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#12
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Site Team
Join Date: Jun 2011
Location: Wilsey
Posts: 18,799
M.O.C. #11455
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Jim, add Trailer Life to your list. That seems to work for some folks and the more publicity the better. This seems like a dealership that needs to turn into some other business.
__________________
Dick, Joyce, Diego, Picatso and Gustav
2017 3720 RL, and 2013 HC 343RL
Pullrite Hitch, IS, Disk Brakes, 3rd AC, Winegard Traveler, Bathroom door mod, Dometic 320, couch for desk swap, replaced chairs, sun screens, added awnings, etc.
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03-11-2012, 09:43 AM
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#13
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Montana Master
Join Date: Aug 2007
Location: Waterford
Posts: 3,693
M.O.C. #7500
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Letters and phone messages are easy to ignore. Maybe at the next rally, you should show up in their showroom (try to pick a time when they have a lot of customers) and start complaining loudly.
Remember: the squeaky wheel gets the bearing repack!
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03-11-2012, 02:16 PM
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#14
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Montana Master
Join Date: Feb 2007
Location: Fayetteville
Posts: 2,351
M.O.C. #6831
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Jim,
That hurts. I remember the rides to and from the dealership. I hope you get some positive results. As for MOC members beware of this dealership.
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03-12-2012, 12:45 AM
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#15
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Montana Master
Join Date: Aug 2008
Location: New Bern
Posts: 4,370
M.O.C. #8728
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I received an e-mail over the weekend from GM customer service. They have opened a case file on my complaint and will contact me today. So far, General Motors has been responsive even if the dealer hasn't.
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03-12-2012, 07:08 AM
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#16
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Montana Master
Join Date: Mar 2007
Location:
Posts: 2,156
M.O.C. #6920
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Jim, did you call the dealership...and more than once? Document your calls,date time and who you specifically spoke to at the dealership. Good Luck. You're a great guy Jim, so luck is on your side...I truly believe that.
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03-14-2012, 01:20 AM
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#17
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Montana Master
Join Date: Aug 2008
Location: New Bern
Posts: 4,370
M.O.C. #8728
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Update:
General Motors, The Northern Indiana Better Business Bureau, and Angies List will each be contacting the dealership on my behalf. I'll give them time to work their magic. I still have many more organizations to sic on them. A death by a thousand cuts. This is becoming fun.
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03-14-2012, 03:23 AM
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#18
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Montana Master
Join Date: Jan 2009
Location: Vermontville
Posts: 1,129
M.O.C. #9045
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LOL.........even though not funny I see you still have some humor Jim. Good luck on getting this resolved. Something tells me they woke the sleeping giant with you!!
Dave
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03-14-2012, 04:53 AM
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#19
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Montana Master
Join Date: Feb 2008
Location: Winthrop Harbor
Posts: 1,831
M.O.C. #8160
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I had a problem with a Dodge dealer and finally contacted the State's Attorney's office. 30 days later I had a refund. Good luck.
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03-14-2012, 04:59 AM
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#20
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Montana Master
Join Date: Jun 2004
Location: Benson
Posts: 3,121
M.O.C. #1658
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I think they may be sorry they messed with you Jim
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