Terrell - Sherills Ford

I’ve gone to this store a few times, and it’s never been great, but it’s convenient most of the time. However, my last visit will be my very last. I went in for an oil change and asked about getting new air filters. I had my 4 year old with me and asked how long it would take. If it didn’t add too much time, then they could replace the both. The cabin air filter is what ended up being the problem. The young man installing was very sweet, but it was obvious he was inexperienced, but that honestly didn’t bother me. It took well over 30 mins though. Again, I had my 4 year old in the car with no air… it was not pleasant, but it was okay. He finally got it finished, but didn’t check anything after that and guided me out. As soon as I was out of the bay, I turned my a/c back on and the fan was making a horrible noise. I immediately stopped and went back to the guy helping to come listen. His first response was, “It has always sounded like that?” Then he stated, “I mean if you want to pull back in I can take it all back so apart to see if I can fix it.” Of course I want you to fix it. So I pull back in and this is when the experience got worse. The manager wouldn’t come out for the longest time and the young man who was trying to help didn’t know what to do. When the manager, Jake, finally did come out he was extremely unhelpful and condescending. He said that it was because the filter was so dirty and the debris coming off is what caused it. He used an air compressor to try to blow leaves out without actually knowing what it was. He then said, “that with these Chevys, things like this usually just work themselves out.” After being there for almost an hour, I asked for a refund. He said he wasn’t authorized to give me a refund. The manager of a business isn’t allowed to give a refund? He then decided it was best if he explained to me how a corporation worked. I ended up having to call my husband because my patience was so thin I was afraid I would be rude and then they would refuse to help me. He ended up telling my husband the only way he would give us a refund is if he took the new filter out and put the old one in, with the fan still messed up. He then tried to reinstall the new filter to check and was putting it in upside down before one of the employees told him. Jake stepped away to call his area manager to see if he could refund me, but came back and said no. He gave me the customer service line to call and said they would have to issue the refund. So after I was home, I called CS. That’s a whole other experience in itself, but they said they also weren’t allowed to isssue a refund because my problem wasn’t solved… I said, “if my problem was solved I wouldn’t be calling or asking for a refund.” After some arguments, the rep called Jake to see if he would give her permission to issue me a refund, he apparently said no and to escalate it to his area manager. At this point, I’ve already had a mechanic fix the issue. He had to take the entire thing a part and get the blower out to get it cleaned. He explained that if they knew what they were doing it wouldn’t have happened and it definitely wouldn’t have “worked itself out.” I haven’t heard anything back from my claim with customer service and I’m convinced they’ll just go on their way charging $60 for a $7 air filter and they’ve built a system that doesn’t care if something happens to your vehicle. Im paying for the quickness and the convenience, neither of which I got. They also didn’t turn my oil change light off so I’ll have to go somewhere else to do that. Thankfully, the issue wasn’t worse and I was able to get it fixed for minimal cost, but more time. Do yourself a favor and go to the small business mechanics we have in the area even if it takes longer.

The manager was knowledgeable and courteous. Informed me of things I didn’t know about my daughter’s car. Quick and easy.