Les Stanford Service and Parts

The dealership was awesome removing scratches from the trunk & passenger door. That could have happened with the tow company. Chris assisted with the process & sent me straight to the body shop upon my arrival. I was in & out in less than 45 minutes. Just like New!! The dealership is always busy but well worth the wait. I'm soo happy I purchased my car from Scott Becker in pre- owned vehicles. Next time you @ the dealership look up Scott Becker. WINNING!!

TL;DR: I had one of the worst service experiences at the Les Stanford Dearborn Chevy service center that I have ever had at any dealer. The only reason I’m not rating them one-star is that, after talking with the new service manager, Kris Gartside, I got the feeling that he is well-aware of the problems on his hands and is working diligently to fix them. However, people still need to be aware of the present situation. Full Story I brought my car in on 11/6 for about the simplest warranty fix possible. The TSB called out either replacing the anti-click washers (between the front axles and hubs) or retorquing the lug nuts. The paperwork my service advisor, Kevin, gave me said my car would be done by 11/10. Cool. 11/13 rolled around and I hadn’t heard anything. Several calls to the service center on 11/13 and 11/14 went both unanswered and unreturned (I left voicemails). Three days later on 11/17, not knowing what else to do, I called Cadillac Service and immediately reached Phil. I explained what was going on to Phil, so he stepped over to Chevy service and told Kevin to answer his phone. Phil told me he had just talked to Kevin and sure enough, when I called Kevin back (for the seventh time since 11/13), he answered! Wow. Just…wow. The fact that he need someone in his own organization to tell him to do his job is wild. I asked what was going on with my car, since it was now 4 days past the promised completion date. Kevin literally scoffed (out loud) and said, "Oh, no. Go off what I told you". "You didn't tell me how long it would take," I replied. "You only said that you'd call me." "Oh, well...we're in a 7-10 business day queue", he replied. "It should be done by then." “Well, we’re at 7 business days since I brought it in on 11/6,” I replied. “Well, then 10,” he said. 10 business days would bring us to 11/20. Unsurprisingly, 11/25 rolled around and I still hadn’t heard back from Kevin and still couldn’t get ahold of anyone in Chevy service. After some internet sleuthing, I tracked down the service manager, Kris Gartside, via LinkedIn and had my wife message him there (I don't have a premium subscription, so I couldn't). Once I started conversing with Kris, things got better (Kris actually went out and drove my car himself), but had I not reached him, I’m certain that it would have still been setting in their lot 2 months later…for retorquing 2 axle nuts. Yes, you read that right…something most people could do in their driveway in 30 minutes (mind you, I would have, had the car not been under warranty). I understand things get busy and promise dates can come and go. I’m an aviation mechanic myself, so I KNOW unanticipated variables pop up that extend the work. However, the lack of communication is completely unacceptable. And when I brought that up to Kevin when picking my car up, his response was, “Well, I have 100 customers.” No apology; just an excuse. Unacceptable. All of that said, special thanks to the shuttle driver, Lou. He is a shining star in this organization. He actually apologized on behalf of the Les Stanford Dearborn and agreed that their communication issues were wildly unacceptable. Kris, good luck. You have a lot of work on your hands; I sincerely hope you can turn things around.

Candice Clark is my service manager at Les Stanford Chevrolet in Dearborn michigan. I was truly impressed by her professionalism and dedication. She was responsive, thorough and incredibly informative. Although the service department was short staff and very busy she remained calm and attentive to my service needs. She represented the dealership with excellence and made sure my concerns were fully addressed. Thank you. Wanda

Came in for an oil change and to have the coolant jug for the supercharger intercooler filled. Oil change went well, however I was told that the coolant level was fine even though I told them GM recommended it be filled to the top. Evidently your service department is not familiar with GM Service Bulletin #17-NA-408. I was very disappointed that I couldn't get that work done while I was there.

Used to be great. Now its not. Ignored, mansplained, and then tried to oversell me. Disappointing how drastically things change in a few months. I wont be back. And now i have discovered they stripped screws on my engine filter, lost a screw to my cabin filter, and broke my hose clamp. Def wont EVER be back!