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Old 03-11-2012, 04:05 AM   #1
NCFischers
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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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Old 03-11-2012, 04:34 AM   #2
cdaniels
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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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Old 03-11-2012, 04:40 AM   #3
southern thunder
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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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Old 03-11-2012, 04:55 AM   #4
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I'm with you Jim.
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Old 03-11-2012, 05:00 AM   #5
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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.
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Old 03-11-2012, 05:09 AM   #6
8.1al
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Jim,
You could file a complaint with the Northern Indiana BBB
http://northernindiana.bbb.org/

I also sent a note to the dealer telling them I think they have shoddy service
http://www.elkhartchevy.com/ContactU...01200639111352
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Old 03-11-2012, 05:34 AM   #7
steves
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Submit a copy of your letter to Trailer Life! They may be able to help.
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Old 03-11-2012, 05:39 AM   #8
remhob
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What a bummer, Jim. I really would use the power of the internet.
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Old 03-11-2012, 05:39 AM   #9
NCFischers
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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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Old 03-11-2012, 05:40 AM   #10
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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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Old 03-11-2012, 07:01 AM   #11
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Jim,
That does bite. Glad they found your leak, however, and got it corrected.
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Old 03-11-2012, 07:20 AM   #12
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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.
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Old 03-11-2012, 10:43 AM   #13
Tom S.
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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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Old 03-11-2012, 03:16 PM   #14
Jay Bird
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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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Old 03-12-2012, 01:45 AM   #15
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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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Old 03-12-2012, 08:08 AM   #16
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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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Old 03-14-2012, 02:20 AM   #17
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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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Old 03-14-2012, 04:23 AM   #18
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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!!

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Old 03-14-2012, 05:53 AM   #19
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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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Old 03-14-2012, 05:59 AM   #20
8.1al
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I think they may be sorry they messed with you Jim
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