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Post by papercrafteradvocate on Apr 16, 2021 10:34:23 GMT
This is going to sound strange but I think the dealership swapped out my seats in my car while being serviced. I took my car in at 8 am for its regular maintenance (oil change, etc). I asked them to check the rear seat heating/AC control panel because it didn’t seem like it was working right (we bought my car about 8 months ago). They came out and told me I was right that it wasn’t working properly. Good news was that it was completely covered on my warranty. Bad news was that they’d need my car the whole day. Said the entire center console had to be taken out. Good news that they’d provide a rental free of charge. So I left with the rental, off to work until 6. Didn’t hear all day from them. Next day had to work again and I didn’t hear all day, called them at 4 pm (I was working across the street from dealership) they said give them another hour and it should be done (weird because they didn’t even ask my name or what car I was calling about). So I went to the dealership to pick up my car right before they closed. Guy was helping another person that got there before me. Like 8-10 minutes) When it was my turn he immediately started to tell me that I should have called if I was “going to be late” (I was there before closing) and I tried to tell him that I did call and what they said, he said I must have misunderstood—he wasn’t having any of my “excuse” and said he was already that he was late for a birthday party. (It was 6:05 by then, the service desk closes at 6). So he says I don’t know anything that they did with your car, what kind of car, or familiar with the work and finally asks for my name. He goes to their “done” bin (my paperwork is the only thing in the bin). As he takes a quick walk around the rental to check for damage he’s asks “can you give me a clue as to what color and type of car you have” because I don’t even know where it’s at. so I told him. I offer to walk with him outside the service garage so he doesn’t have to drive back, he’s still lecturing me about “being late” and again I’m apologizing for coming right before closing. I wait while he gets my car, it’s less than 2 minutes. why am I detailing all this for the story  so he’s obviously irked at me so I’m apologizing profusely and thanking him—but I think it lends context towards my next part. He brings my car into the service leaves drivers door open and says here you go, gives one last comment on coming late and walks off. I’m apologizing again and walk around to my open drivers door and I looked into my car before getting in and I was like WTF?? These are not my seats!!! They were smashed and wrinkled, and dirty/discolored. I looked up and guy was gone. Got in my car snd drove home and the entire time I was shifting around, seats didn’t feel right, and where I could adjust lumbar support was also gone/not working. I got home and immediately it my hubby and told him he too was like WTF??? They look awful. I’m certain these are not my seats. My car was in pristine condition and hubby had detailed my car the week before I had taken it in, we had been lol joking that his leather seat cleaning makes me slip/slide around when I’m wearing yoga pants (which I had on yesterday) and now the seats are smashed down and have time worn looking wrinkles in them. They don’t smell like the leather cleaner either. I’ve been up most of the night worrying about going back to the dealership this morning before work. I know they’re not going to say “we swapped out your seats” but these are clearly not my seats and I absolutely hate it now. My reaction when I first saw the seats at the dealership was immediate and definite—that these were wrong—when I pulled in my driveway I immediately got out to check the license plate to make sure it was actually my car!! Because of the guy being irked at me coming before closing and his subsequent lectures I didn’t go in search of a service person (no one was at the station where the guy had been) then. But as soon as my hubby had the same reaction I called (no one was there). I’m so upset. I know these are not my seats. They look and feel different. My reaction was immediate. I’m stressing and worrying because I’m sure the dealership isn’t going to say seats were swapped and tell me that these are what was in my car. I’m certain they aren’t. My best “scenario” going in is to start by saying I believe that while needing to take out my seats to get to the console, they were put aside and the wrong seats were grabbed to put back in! Oh my gosh what am I going to say?? I loved my car and now it looks like crap and I’m so worried and upset that I’m going to be stuck with this. Any advice? |
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AmandaA
Pearl Clutcher
Posts: 3,502 
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Post by AmandaA on Apr 16, 2021 10:41:27 GMT
I would be there when they open this morning to talk to and show the service manager (and take DH to also offer a second opinion on the seats). I would recount the whole story and be sure the make it perfectly clear that you did not have any opportunity to bring this to the attention of the rude guy when you picked it up. I had a vehicle get damaged once while being serviced (it wasn’t noticed when I picked it up) and getting it fixed took a lot of persistence, arguing, and threats on my side but they did eventually make it right. I hope you can get it resolved ASAP!
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Post by papercrafteradvocate on Apr 16, 2021 10:45:37 GMT
I would be there when they open this morning to talk to and show the service manager (and take DH to also offer a second opinion on the seats). I would recount the whole story and be sure the make it perfectly clear that you did not have any opportunity to bring this to the attention of the rude guy when you picked it up. I had a vehicle get damaged once while being serviced (it wasn’t noticed when I picked it up) and getting it fixed took a lot of persistence, arguing, and threats on my side but they did eventually make it right. I hope you can get it resolved ASAP! I’m planning on going first thing, getting ready now. I’m just so stressed about the whole thing. |
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AmandaA
Pearl Clutcher
Posts: 3,502
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Post by AmandaA on Apr 16, 2021 10:50:46 GMT
Did you by chance have anything in your seatback pockets? Anything like that different or missing?
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Post by papercrafteradvocate on Apr 16, 2021 10:52:48 GMT
Did you by chance have anything in your seatback pockets? Anything like that different or missing? Ohh good idea! I think I might have had an extra dog leash! Even the plastic bottom/sides of the seat are scratched up!! |
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dawnnikol
Prolific Pea
'A life without books is a life not lived.' Jay Kristoff
Posts: 7,878
Sept 21, 2015 18:39:25 GMT
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Post by dawnnikol on Apr 16, 2021 11:11:59 GMT
why am I detailing all this for the story so he’s obviously irked at me so I’m apologizing profusely and thanking him—but I think it lends context towards my next part. That dude was an asshole. The whole service department was being shitty and you shouldn't have to deal with that. I'd get the manager and tell him the whole story. If he refuses to help and be a considerate human being, go above him. Your time is valuable, too, and they've been wasting it. Good luck, I hope it's remedied quickly! |
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Post by mikklynn on Apr 16, 2021 12:08:20 GMT
If you don't get this resolved at the dealership TODAY, call the corporate number and complain. The dealers get dinged if they get any reviews less than perfect. I had our dealership call me after I gave a slightly less than perfect response the survey.
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Post by papercrafteradvocate on Apr 16, 2021 12:43:04 GMT
I’m heading there now and I’m a big bundle of nerves.
I just keep welling up with tears! (And I’m not usually a big baby!)
It’s just that my car now looks horrible and this was a total luxury for me.
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Post by Really Red on Apr 16, 2021 12:46:00 GMT
I cannot wait to hear the end of this story. Unbelievable. One guy left in the dealership who has to get to a Thursday night birthday? You are right, with that context I can see what you didn't have a chance to say anything. I hope this morning you are able to find out what happened and that they are going to make it right.
I think all you need to say is "These are not my seats and they are not in good shape. Please replace them with either my seats that work or clean new ones." That's it.
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Post by mollycoddle on Apr 16, 2021 12:59:16 GMT
I would be there when they open this morning to talk to and show the service manager (and take DH to also offer a second opinion on the seats). I would recount the whole story and be sure the make it perfectly clear that you did not have any opportunity to bring this to the attention of the rude guy when you picked it up. I had a vehicle get damaged once while being serviced (it wasn’t noticed when I picked it up) and getting it fixed took a lot of persistence, arguing, and threats on my side but they did eventually make it right. I hope you can get it resolved ASAP! I’m planning on going first thing, getting ready now. I’m just so stressed about the whole thing. I don’t blame you. I hope that you get this resolved. |
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Post by ajsweetpea on Apr 16, 2021 13:19:29 GMT
Oh my goodness! What a situation! Do you have any photos of the interior of the car that show the previous seats? Maybe that would help?
I am also sorry the guy working there was so rude to you. I would complain about that as well. You called and followed the instructions they gave you, so why was he getting so hostile to you? I must be getting old because I'd have ZERO patience with that and I'd have been like "dude, I don't think so!" So I give you credit for being a lot more patient than I would have been.
Please keep us updated on this and I hope it can be resolved.
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Anita
Drama Llama
Posts: 5,646
Location: Kansas City -ish
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Post by Anita on Apr 16, 2021 14:11:18 GMT
He could have been acting like a prick just to throw you off so you would be too rattled to question it. Don't put up with that BS. Demand satisfaction. And maybe an apology.
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Post by Fidget on Apr 16, 2021 14:16:38 GMT
WOW - how awful, I can't wait to hear how this plays out. They better get you your seats back.. I'm thinking someone else picked up their vehicle, go in, and went - WOW what nice new seats they gave me....
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Post by workingclassdog on Apr 16, 2021 14:19:20 GMT
Oh that sucks.... I know you are there dealing with it.. I would be there at the time they were opened and be prepared to let out a can of whoop ass on them. I would wait until I see how they respond to me being 1/2 way nice.. but hell no would I deal with that. If they don't do right by you.. go up the ladder immediately. The manger, the owner, the corporate offices.. I would not stop. I would say that is some kind of fraud.
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Post by disneypal on Apr 16, 2021 14:26:43 GMT
Oh wow! I don't really have any advice except to say to go in there and calmly explain the situation - as you said, you can tell those are not your seats, if they want to say they are, maybe you can point out things that prove they are not the original seats - how odd!
If they did indeed replace them, they should have told you. Sorry you are dealing with this, update us when you can.
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iowgirl
Pearl Clutcher
Posts: 4,133
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Post by iowgirl on Apr 16, 2021 14:31:12 GMT
First and foremost - DO NOT APOLOGIZE!
I think we, as women, sometimes have this programmed into use. I have virtually taken "I'm Sorry" out of my vocabulary. It's there when it is TRULY needed, but I have become more assertive and take NO SHIT from people who behave like this man did. ZERO!
I would be pursuing this, and I would be very assertive. YOU CAN DO IT! You will be amazed at how you will get treated differently.
I am 100% sure I get called a bitch and a "Karen" (I hate that term) behind my back, but they might as well do it to my face, because I am not putting up with getting treated like shit because I am a girl! That game is over.
.... I sometimes terrify my DH... lol
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luckyexwife
Pearl Clutcher
Posts: 3,067
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Post by luckyexwife on Apr 16, 2021 14:31:52 GMT
First and foremost - DO NOT APOLOGIZE! I think we, as women, sometimes have this programmed into use. I have virtually taken "I'm Sorry" out of my vocabulary. It's there when it is TRULY needed, but I have become more assertive and take NO SHIT from people who behave like this man did. ZERO! I would be pursuing this, and I would be very assertive. YOU CAN DO IT! You will be amazed at how you will get treated differently. I am 100% sure I get called a bitch and a "Karen" (I hate that term) behind my back, but they might as well do it to my face, because I am not putting up with getting treated like shit because I am a girl! That game is over. .... I sometimes terrify my DH... lol Yes! Be assertive! |
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paget
Drama Llama
Posts: 6,749
Jun 25, 2014 21:16:39 GMT
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Post by paget on Apr 16, 2021 14:38:59 GMT
This situation is stressing me out! Ugh. I would be so upset, too - I mean who wouldn’t? But I would be getting my seats or new one back that’s for dang sure. You got this.
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Post by Skellinton on Apr 16, 2021 14:42:13 GMT
You are going to have to update us, for sure.
I hate confrontation with a passion but I would brace myself before going in and be strong and tell them what I noticed and tell them I expect it to be fixed immediately, Do not apologize, do not let them convince you they are your seats. Tell them what you want and demand they do it quickly. If the manager blows you off, call who ever is above them while you are standing there.
I would absolutely be notifying corporation of your treatment over the entire process, highlighting what an ass the guy last night was.
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Post by hdoublej on Apr 16, 2021 14:44:37 GMT
That's just wrong! I hope you are able to get your seats back. If they say those are your seats, could you get the person that detailed it a week ago to write a statement saying those aren't the seats that were in the car when they detailed it?
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Post by rymeswithpurple on Apr 16, 2021 14:50:36 GMT
You have every right to complain. That is ridiculous. And I'm echoing what others have said - let corporate know somehow. I left a scathing review of a place after we spent literally all day at a car place to get what they said were necessary repairs. They called me to apologize. I haven't been back to that location since.
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Post by scrapmaven on Apr 16, 2021 14:51:07 GMT
If my seats had been switched out I would go apeshit. I wouldn't be at all intimidated by the jerk who was angry at you. Instead, I'd also report his nasty attitude. First and foremost, they stole your seats. STOLE THEM! I would go to the general manager of the dealership and report it. If he doesn't make things right then I would go to corporate. Don't call customer service. They won't be able to help you. This is theft. Find the VP of service and call him or her. Google is your friend.
I'm waiting for your update and I hope it's a good one. I use a private mechanic. He's trustworthy and his shop is very reliable. I never go to the dealership. Next time consider finding a good mechanic who does warranty work. You'll be very pleased.
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smartypants71
Drama Llama
Posts: 5,706
Location: Houston, TX
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Post by smartypants71 on Apr 16, 2021 14:51:13 GMT
First of all, eff that guy. A person in the service industry shouldn't be "lecturing" anyone, especially when you are not wrong!
I hope you get everything resolved to your satisfaction, but I'd definitely keep escalating until you get a satisfactory resolution.
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Post by elaine on Apr 16, 2021 14:58:00 GMT
I am so sorry. About all aspects of what happened.
I will bet that you are correct that they had to take out the seats to access and replace the console. And, whether intentional or not, they put another vehicle’s seats in yours. You must be firm and assertive. Do NOT let them gaslight you into thinking that maybe you are mistaken and that these are your seats. Do not leave until they have given you details for how they are either going to find your seats and put them back in, or replace the ones that are in there with factory-new seats.
Do NOT let them gaslight you. Do NOT accept money for the seat issue - you won’t ever be happy with the car as it is. Insist that the seat issue be fixed.
As a last resort, get in contact with a lawyer and pursue a remedy legally. In preparation of potentially having to fight this out in court, write everything down now, while it is clear in your mind. Document EVERYTHING. All the phone calls, all the conversations. Save the paperwork from the work that was done.
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Post by jlynnbarth on Apr 16, 2021 14:58:53 GMT
I worked at a dealership for 15 years. I agree with everyone. If you don’t have a satisfactory answer from the service writer, go to the service manager. If he/she doesn’t help, ask for the general manager. If that person doesn’t help, you ask for the owner!
It doesn’t matter if you showed up right at closing! The person that helped you should never have treated you poorly. That definitely needs to be addressed too!
When they send you your survey (which at least all Ford dealers do) be sure and be honest on it!
I hope you get a satisfactory resolution. I’m pissed for you!
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Post by maryland on Apr 16, 2021 15:01:36 GMT
I can't believe they actually took your seats out of your car and replaced them. I have never heard of that happening. I hope you get it resolved and get money back for what they put you through. I know what you mean about apologizing. I had a woman at the dealership give me and my husband such a hard time once. We were both afraid to be assertive because we worried that they would do something to our car (and we were getting ready to go on a big driving trip. We wanted a safe car! I hope you can speak to the manager and she or he supports you! Please update wehn you can!
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Deleted
Posts: 0
May 14, 2024 4:21:42 GMT
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Post by Deleted on Apr 16, 2021 15:04:08 GMT
I would be all in the service reps business and have both the service manager and dealership owner in an office outlining what happened, what needs to be rectified, how, timelines, and a BIG apology. If that doesn’t work call the corporate customer care office and let it come from the top down.
Not acceptable at all.
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maryannscraps
Pearl Clutcher
Posts: 4,731
Aug 28, 2017 12:51:28 GMT
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Post by maryannscraps on Apr 16, 2021 15:09:08 GMT
Wow, that's just awful. I hope you have a satisfactory solution and get your seats back. Please update us.
I think I've told this story about a friend who left her Volvo at the dealer for repairs. When she went to pick it up, it was all smashed and had bullet holes in it. Turns out one of the employees took her car home and then proceeded to do a drug deal, get in a police chase, and crash the car. The dealership (a really sleazy one that's not there anymore) told her that her insurance would have to cover the damage because it didn't happen on their property. LOL, that isn't how it worked. She just laughed at them and told them her lawyer would take care of it. And he did.
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Post by quinlove on Apr 16, 2021 15:12:41 GMT
Hoping for the best outcome pca. Everyone here will help get this resolved. You got this.
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Post by stingfan on Apr 16, 2021 15:16:13 GMT
I wonder if they have cameras in the service garage that could show exactly how the whole thing went down...
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so he’s obviously irked at me so I’m apologizing profusely and thanking him—but I think it lends context towards my next part. 
