Don Hattan Chevrolet — Local services in Park City

Initially when I called on Monday afternoon to see if the dealership could have my air conditioner fixed before Thursday, the answer was a quick yes, and they could schedule me for the next day. I scheduled a time for 10:30 am. At drop off, I was told it would be "a couple of hours" and was asked if I needed a ride. I responded that if it was just going to be a couple of hours that I would wait in the lobby. About an hour after I turned my car in. I got an email with an initial estimate of $189 and was glad that this fix would be affordable. Someone came out a couple of times and let another customer know that things were moving a bit slower than anticipated and that it would take a bit longer for her car. I continued to wait past "a couple hours" assuming that the situation was why I hadn't heard anything further yet. After 5:00pm after not hearing anything, I went to check in to find out that no one had an opportunity to look at my vehicle and that they were sorry I had been waiting all day and was not told hours before that it would not be fixed that day. They were great in offering a loaner car until the next day and they would get it fixed first thing. (It was a bit of a hassle because my phone died while trying to access the paper work, due to being away from my charger all day waiting, but they were very accommodating.) The next morning I was told someone came in early to look at my vehicle and instead of the $189 estimate it would be $2100. That was a bit of a shock, and I wondered why I received the first estimate because it gave a false idea. They said they should be able to fix it that day, since my family was planning a small road trip Thursday, but if we wanted to keep the loaner for the trip we would be able to. I thanked her, but was hoping for our vehicle to be fixed. That afternoon, I heard that the vehicle would not be fixed that day, but would be fixed by mid-morning Thursday. I delayed my part of the trip hoping that I would hear back by mid-morning, but did not. At 1:00 I left. At 4:00, still waiting, my wife called and heard it was just finished and paid $2347.21. After receiving our vehicle my wife went to the gas station and noticed it was quickly overheating, and returned it to the dealership. They said there was probably air in the line and would fix it. We got a call 24 hours later that it was fixed and we could pick it up. Pick up today went well and the man said it was an easy fix and sorry for the inconvenience. I subtracted stars due to finally getting the vehicle back fixed 6 days after bringing it in for "a couple of hours," including my sitting in the lobby all day, and for the shock of the initial estimate being so far off the price paid. There is an extra star because everybody I talked to was very kind, offered a loaner vehicle, and recognized that my experience wasn't going to plan, and now the vehicle seems to be in good...

I'm generally not a big fan of dealerships but I have to say I recently had an outstanding experience with Don Hattan Chevrolet, and I need to brag on a couple of folks, because they're changing my mind.

I've always been a "car guy" and mostly a Chevy guy at that, going clear back to my first car a 71 Nova, which I sold to buy my dream car in HS, a 66Nova SS, which I still own. Needless to say, I know a little about cars, and they're much more to me than just a way to get from point A to B.

I had a new tire, purchased elsewhere, break a belt in the tread area. When I looked up service providers on the Uniroyal site, the referenced a few dealers in town. I have to admit, I wasn't initially excited at the prospect of having to call a dealer, due to bad experiences in the past.

It seems it's getting harder and harder to find anyone who provides even the most basic level of service, which I was again confirmed, when I first spoke to another dealer in town. They were very short with me and offered no help. So I went back to the list and found Don Hattan on the list as a certified installer on the Uniroyal tires website. So I called them to get my tire inspected.

When I called the service dept at Don Hattan, I was fortunate to meet a sharp young customer service rep named Dallas, who is not only good at their job, but happens to be a master tech trained and certified on a number of power sports vehicles, in addition to being a "Car Person." I explained my situation to Dallas and explained I needed a tire inspection to help me with the tire warranty. Dallas and another tech checked it out, sure enough, broken belt. They wrote it up and were kind enough to contact Uniroyal to give them the required assessment, and got a claim number set up for me. Dallas was at all times professional, upbeat, and on task. It was refreshing to talk with someone so positive and knowledgeable, who made me feel that my issue was important to them, and worked hard at helping me get it resolved. Dallas's boss Mark is another one I owe kudos to, for allowing Dallas to continue to help me over the next few days on my search for a replacement tire. They didn't have to continue to help, but they wanted me to have my tire fixed so I could get my car back on the road.

While I'm still working through the tire warranty process with Uniroyal, I want to be sure folks know that there is still good customer service to be found, especially if you're fortunate enough to work with Dallas and/or Mark at the Don Hattan service dept. If you go in on my recommendation, be sure to let them know I appreciate them, and I'm sure you'll get great customer service as well.

Thanks Dallas and Mark, for changing my mind about car dealerships in general. I appreciate you both, applaud your effort, and thank you for excellent customer service. Well done!

Sincerely,

Brian Laughlin, (certified...

Well that was easy! After searching through hundreds of cars online and inquiring about a few interesting options, I got a call from John Collins about a “jewel” of a car that had just arrived on the lot… A 2016 Equinox with only 13,000 miles priced under $20k which he noted was at my budget’s limit. I figured “jewel” was a sales term used to describe any car that would compete for my interest, but when I took my wife and three kids to the dealership to see it, I wasn’t able to call it anything else. (Well, maybe “unicorn” as the friendly Finance Manager Teddy named it…) As this took place on a Friday night, we realized my kids were too hungry and tired to sit through the whole sales process (even though there was a nice little kids area tucked away in the corner) so John allowed us all to test drive the vehicle home and to return the next day to finish the paperwork. That following day we were greeted with an excited team of staff that were aware of what we were buying and why. Our monthly payments ended up higher than we had originally wanted, but not by a huge amount, and the team seemed very honest about the state of the car market and our timing within it being beyond their or anyone else’s control. However, they did make about a half dozen adjustments to fight back against high interest rates to save us money and make sure we were getting a great deal on a great vehicle. We appreciate John for the straightforward negotiation over pricing, along with the many accommodations he made for us to feel like we were on the red carpet from start to finish. We also loved his comical approach in mocking many of the “car salesman” stereotypes which allowed us to feel like he was always on our side. We signed up for a multi-year service care package that seems pretty comprehensive and gives them a chance to keep me for life as a buyer. We’ll see how it goes in regard to that part but as for the beginning, we see why this place has such a...