Keystone Chevrolet

Response to Message for Trey Pritner

by pritnert at Citysearch

While Keystone lied in their report to the BBB, Scott, the service manager has just informed me over the phone that he IS NOT willing to fix the vehicle he was paid to fix. Instead, he wants to keep the deductible and payment for a repair on something else he did that did not affect the problem whatsover. Again, the delaership's underhanded tactics to lie and screw their customers should be noted by the community. I have filed the response to their lies to the BBB and I would highly suggest you do your research before trusting this dealership with your money or business. I wish I had. There was not 74% oil life left or the add engine oil light would not have been on...LIE. If fixing the vehicle is beneficial for them why are they refusing to do so?..LIE. Just beware and do your homework and consider yourself FOREWARNED!!!

While many electronic issues can be diagnosed using their computer, not all Mechanical issues are diagnosed from the computer. This is where Keystone Service Diagnostic abilities fail. As long as the computer can tell them what is wrong and how to fix it, you might be OK.....however, if the problem is not able to be found by a computer, they will return it saying the computer says all is good and relinquish all responsibility. Unfortunately, you are not able to trust that Keystone has thoroughly diagnosed all problems or fixed any/all of them. If they fix anything, they will keep your money and say "we did our best." All too often, their best is not good enough. Find a qualified service department that will stand behind their customers and their warranties instead of trying to find ways of screwing them out of more money.

Obviously, $100 is not going to break the bank. The issue is based on ethics, morals, and the underlying premise that dealerships that sell vehicles should be trying to take care of their customers in hopes that will build a relationship for future purchases and/or service. Keystone couldn't care less and is obvious. Their lies and tactics may suck you in initially and then later realized you have been duped and screwed by what should be a professionally run venture. Please do your homework and talk to other dealerships. I have had two tell me they were not surprised by this situation with Keystone. Other customer reviews bring to light their problems as well online.

Message for TREY PRITNER

by Keystone Chevrolet at Citysearch

Trey,

I have researched your issue and from what I have found our service department at Keystone Chevrolet has done everything, gone above and beyond make you a happy customer..

You brought your vehicle into our service department in October 10, 2011 requesting service.

Issue 1.You stated that the light would come on periodically despite having 74% of the oil life remaining.

Issue 2: You stated an issue concerning acceleration from idle at time. You said it acts like it does not get gas at first then jerks and jumps off once it does.

Issue 3: You reported the latch on back of passenger seat broken.

Issue 4: You needed transportation

Our response and solution:

Issue 1: Checked for oil leaks, none apparent~ solution topped off oil. Possible reason for low oil was low from previous Oil change, which was done here on 7/15/11. Problem fixed

Issue 2: Diagnosis showed that there was in internal failure of throttle actuator. We replaced the Throttle Actuator Control Module took it for test drive and ran diagnostic... Problem fixed.

Issue 3: the latch was broken; we replaced the passenger seat release knob. Problem fixed.

Issue 4: We supplied you with a rental vehicle for 5 days. Problem Fixed.

On October 21, 2011

Issue 1: You reported that the vehicle acts like not its getting gas when going from complete stop to taking off ~then it finally jerks and takes off.

Our Response and solution:

Issue 1: The cause of this issue: Vehicle needs total fuel system service ~ Injectors are carbonated up- you were advised of this issue back on October 10, 2011 and declined repairs. What we did: performed throttle learn rest procedure and reprogrammed ECM to check for updates to fuel system~there were no codes in the ECM or TCM~ we test drove~ transmission is not slipping or surging. We recommended you get the transmission serviced, you declined.

On November 21, 2011 you again came into our service department.

Issue 1: You reported that it was running rough and sluggish upon takeoff.

Our Response:

There was no check engine light on. We were unable to find any problems. Your vehicle operates as designed by General Motors. We test drove, checked fuel pressure, checked transmission shifting and your vehicle operated properly. We tried to duplicate what you said was happening.

You stated “When I called Keystone back to let them know what the problem was and that it would not show up on their computer because it was mechanical and not electronic, they told me if I wanted them to look at it again that I would have to pay them another $100 deductible to fix the problem…” This information is misleading. Our service manager explained that he himself would pay your deductible if something was wrong. You refused to bring it back in or tell us exactly what the other mechanic said was the issue. Let me explain, anytime you take a vehicle into a Chevy dealership they put the vin number into their computer system. That vin number allows Chevrolet to track all issues, and repairs. Nothing is showing for your vehicle. There is no history that another dealership fixed your problem.

Cars today are much like airplanes. They have a little black box. This information is critical for service departments to know both the mechanical and the electronic. Our Service Manager offered that if you were able to re-create the problem and bring it in so we could take a ride with you then we can do something. It would be beneficial for us if you were having issues so we could be the ones to replace your transmission. The warranty company would pay us $2000. However we have to document the claim with both data and pictures in order to get the item covered. At this point our hands are tied, but we will graciously be willing to fix your issues if we are able to document them.

Extremely Poor Service Diagnostic and Customer Care

by PritnerT at Citysearch

I purchased my vehicle from Keystone Chevrolet and had it back because of a transmission issue. I paid my $100 deductible to have the problem fixed. They called me to come pick the car up and had fixed something, but did not fix the problem I took it in for. I have had it back twice now and they claim they cannot find the problem. I took it to another certified mechanic who found the problem immediately. When I called Keystone back to let them know what the problem was and that it would not show up on their computer because it was mechanical and not electronic they told me if I wanted them to look at it again that I would have to pay them another $100 deductible to fix the problem I already paid them to fix in the first place. I would highly suggest no one purchase a vehicle or have them repair your vehicle. They have this situation illegally by breaking the contract they sell with their vehicles. I had to use a different Chevrolet dealership to get the problem fixed. They were not surprised in the least that this situation occurred at Keystone in Sand Springs. How many service members can one shop go through? The time before this whole mess, I had them just do and oil/filter change. They reset the button and only added 2 quarts on oil.....the low oil light came on within 500 miles. They are crooks and will look for ways to screw their own customers. Save yourself the headache and trouble and take your business far from Keystone. I would love to visit with Mike Frizell personally about this situation.

Completely Satisfied!

by Frizell at Citysearch

I'm the new General Manager/Partner at Keystone Chevrolet. If I can ever be of any service or answer any of your concerns please feel free to contact me at 918-245-2201.

Thank You

Mike Frizell

Understanding on the Passion

by keystoneChevy at Citysearch

In the state of Oklahoma the tag stays with the car. Because of this it is important to keep the "bill of Sale" handy. Now to address ths issues concerning the tag not being transferred and your wife ending up in jail. I have contacted a law enforcement officer and read your letter. According to him a bench warrant would not have been processed for your wife. Tickets are given on the driver unless they are parking tickets, in that case a warrant is written on the vehicle. Talking with the Stillwater police to get clarification on how tickets are processed I was told that if a parking ticket is given, notice is mailed to the residence of the car owner. With in the week of the violation. From that point there is 45 days to respond. When no response is made a second notice is sent giving an additional 30 to 45 days. Once that date is passed then a bench warrant is processed and the car if caught in the jurisdiction will be impounded.

Buying a new car brings out passions in all of us. For women the car buying experience can often lead to uncomfortableness because we feel out of our comfort zone. I apologize that you felt "pressured" into purchasing your car. One thing about purchasing a vechicle that many don't realize ... there is no "cooling off" period. Once you sign a contract it is legal and tender as soon as you drive out of the parking lot. There is no backing out.

There are many helpful ideas. Here are just a few. Do conduct a little detective work . Women are great investigators and should keep those scrutinizing instincts intact when looking for a car. If you're buying a new car, find out what you can about the dealership beforehand. If you're buying used, from a private party or auction, find out what you can about the car. The time you take to investigate beforehand will save you in headaches and frustrations down the road. Do establish a budget and work within it! It might be shiny and pretty but if it doesn't fit into the budget, keep looking. Consider what you have to spend and let that guide and direct your purchase. Above all don't sign anything until you know it meets all your needs. I hope you will give Keystone Chevrolet an opportunity to serve you in the future.

I have to agree that 21% is high, however the interest charged is based on your credit scores. Maybe after a longer work history and/or with a lower debt to income raito, the intrest rate will reduce the next time your cousin desires to purchase a vechicle. The Keystone Chevrolet finance deparment does not set the rates, those are set by the lending institutions who are willing, to loan the money, to the person purchasing the vechicle. Here at Keystone we want to make a deal and send you home with the vechicle of your dreams. Sometimes that is not possible. I hope next time you are in the market for a new car or truck you will give us the opportunity to try and make a match. Happy Driving. Julie@keystonechevrolet.