Cavender Chevrolet Service Center

The wait was very bad. 3 days+ just to diagnose. This isn't a symptom of being busy but of poor schedule. First, they did not check in my truck correctly and could not find it. I had to call in and verify via the GPS location on the app that my truck was indeed in the lot. Then, communication was terrible. My rep would not respond via the text messages and if so, it was several hours. Even when he promised to call me back, he didn't. It took 2 weeks to do an oil change, check transmission, and replace a part. Way too long and completely unrealistic. Very poorly run service department.

I took my Tahoe in for a recall, 4 wheel alignment, DRL being out, oil change, inspection for trip, and replace the passenger windshield wiper arm while I was there. Two hours later I got a list recommending items to be replaced with a price point of around $3k+, that was not on my list, but everything I asked for was marked green. I told them that I would look into replacing those items soon, but I already knew what I wanted done was going to be a little pricey. I left my Tahoe there for four days because I really didn’t need it until my trip. On the forth day I was told my Tahoe was ready. I came in to pick it up and the recall was complete, wiper arm replacement done( $160) with part provided, and oil change was complete. All of this totaled around $400. The DRL was checked that it was good to go, still doesn’t work. I saw only $39 dollars for my alignment and didn’t even see the verbiage of “could not do” until I got home and really looked at it. But, when I saw the initial cost for the alignment, I knew something wasn’t right, but my service specialist wasn’t there to tell me anything. I got into my vehicle and the steering wheel was slanted further right then when I dropped it off. Then, I started driving down the road and my stabilitrak and traction control turned off, which wasn’t a thing before. I got home and looked at my front end and notice that I am missing cam alignment pins on my drivers side, so something was tried and made worse. I guess they just then decided to say “we will just tell him that we couldn’t do it”. If they would have actually driven it, they would have realized that these issues were there, but no even a mile was out on it after the service. For the four days that I left it, I was never told that they couldn’t do something, no calls, texts, anything to tell me they didn’t do it or couldn’t do it. The Tahoe has a four inch lift on it, but so do a lot of the vehicles that go in there for service or that they sale. I couldn’t turn around and take it back because I had to go out of town the next morning. I did however email the service specialist, text through their app, and called that’s specialist line with no responses. I sent pics of the items not completed and or worse, with no response. Luckily, my Tahoe made it through the trip and will be taken back to them next week for them to fix what they made worse. I’m upset that it is worse, but I’m more upset and disappointed in the lack of communication and just letting me think that everything is good to go and I can just pick it up. The only communication I received other than letting me know it is ready from my service specialist after I sent the responses back with photos, was this one asking me to fill out a survey. I’m usually the guy that gives praise even if sometimes things don’t go the way they are supposed to, but I laughed and decided to write this when all I received back was a request for a survey and nothing about making things right. So maybe I will get a response after this…….

When dropping off my car my concerns were brushed aside saying well its winter and brakes make noise. This car is 10 months old and the brakes sound terrible. I was told the service would take an hour and a half so I asked after 3 hours for an update and got a message that said when I know youll know. Two full days later I was called and told yea its normal and its just the weather and type of brakes. Now Im getting emails saying I declined important safety measures for my vehicle and again no one is willing to communicate. Ive asked for managers each time Ive called only to be told they dont have any or none are onsite.

Overall I'm satisfied, but the new practice of charging $189 to diagnose every single issue is excessive. I've had my vehicles serviced at Cavender since I first moved to the Hill Country 18 years ago. The Cavender quote for 4 new tires and new TPMS sensors was 250% of what I was able to get it taken care of elsewhere (they quoted ~$1500...I got it done for less than $500). I'm satisfied with the quality of work, but costs are out of line and will definitely make me shop around for future repair needs.

3 times now my finance has gone in for an oil change and has to wait 3+ hours. Keep trying to tell her she has new issues every time even through her car is sub 40K miles. Horrible service department and horrible people trying to up sale to make a profit off an innocent person who doesn’t know much about cars.