Confirmed Service Customer
Hello North Star First, thank you for giving us this opportunity to tell you our FIRST experience with North Star in servicing our Equinox purchased in October 27,2022. We took it in on May 2 2023 for the stated contract in an oil change & tire rotation @ 10:30 on Tuesday provided to us . Estimated wait time..hour or so. We were pleased by the employees that day who came in contact with us. We came home . Within an hour my husband Ray walks in and says " the tires were not rotated"! Ray has been a " gear head" our whole marriage. From transmissions to brakes to water pumps to heater cores etc...he knows the mechanics of vehicles & has superbly maintained our vehicles for 38 years. How did he know that I asked !?..Ray MARKED THE TIRES..simple to Ray..unbeknownst to me. I was absolutely furious !! As a woman knowing not one thing about the mechanics of a car..or anyone for that matter! how did this incident even happen ?! The service was documented as completed but in reality only the oil change was done!? A battle of words between my husband & I that night so the next morning Ray did call & relayed our disappointment to Kenny.He offered to have it come in the next day but we already had a commitment for inspection on May the 10th. Kenny told Ray this matter would be addressed properly until then. So the day of our inspection Jay took care of us & I personally told Jay what had transpired of North Star NOT rotating the tires. Jay knew nothing! Again, another employee told us what the first employee said " it will be addressed" ! We buy the newest vehicle ever for ourselves in our retirement years ..had complete trust in driving a reliable SUV with our extended warranty and our FIRST service offered to us and this happens !!!!! Why ?? !! How can someone check off a service that was NOT performed?!! We are still very unsettled by these actions of an employee. We feel this incident was swept under the rug thus why the poor ratings. Would you not be too ??!! We are nice people but I do have a voice when it comes to being unheard and that is exactly how we feel..unheard..Sure..if Ray wouldn't have marked " the tires we would have never known and that is the scary part! Shame on you North Star..word of mouth to my family & friends has been told to make them aware. Ending my long rant but a well deserved one. Unfortunately we still are committed to our contract for servicing but me personally? um..not the same feelings as when we purchased our Equinox. No hard feelings towards Kenny & Jay at all. Sincerely, Beverly & Ray Hoffman
Beverly H.
PITTSBURGH,
PA
Business Response
Hi Beverly, we regret that you weren't satisfied with your experience. We hope you will give us another chance. Please call us at (412) 264-3325 so we can work towards a solution. Thank you and have a great day.
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