Hart Motor Company — Local services in Salem

After hearing a grinding noise from my new truck I contacted GMC to have it towed to Hart Motors for Warranty repair. The GMC rep I spoke to stated that Hart would facilitate a loaner vehicle while mine was being repaired. When I called Hart to inquire about the loaner, they stated that no loaner was available and they usually facilitate a rental through hertz. I acknowledged that I was fine with using Hertz and asked the Hart rep to start that process. I was then told that The earliest they could get my truck into a bay for inspection was 4 weeks out and that they could not facilitate a rental vehicle until they looked at mine to determine the validity of the warranty claim. I then asked them what am I supposed to do for 4 weeks while I wait for you to look at my truck? They said to me that I can rent a vehicle myself out of pocket and that GMC would reimburse me for the rental. I then called GMC back and confirmed that that was true in the case of a warranty claim. I then went and rented a vehicle for a month that was comparable to my original truck. Fast forward 4 weeks later and three days after my scheduled appointment to have my truck looked at, I was told that it took them five minutes to diagnose my problem, which was a damaged heat shield. They said that my heat shield had come loose and had been destroyed by the drive shaft and that's what was causing the grinding noise. They further went on to state that the Heat shield had been damaged by road debris which caused it to come loose and be completely destroyed by the drive shaft. I do have issues with that because if that were the case, it would take quite a hit from road debris to jar the heat shield loose which I would have heard. This simply did not happen. How do they know that debris damaged the Heat shield if it was already destroyed by the drive shaft? This was a question that I posed to the service manager as well after they told me that it was not a warranty claim. The service manager acknowledged that my question was valid and said he would talk to the technician and see what they could come up with. Now here lies the main issue. The Heat shield was not necessary for my truck to operate. It only took them five minutes to diagnose what the problem was so this should have been done when they received my truck. This would have made the need to rent a vehicle completely unnecessary. Now due to their erroneous claim of this being a non warranty repair I was forced to pay for the part as well as the rental vehicle, which gmc is now denying reimbursement for. Hart motors erroneous diagnosis of my repair and massive delay in looking at my truck has now cost me $1600 for a month long vehicle rental that wasn't even needed. Based on my experience I cannot recommend heart motors, more specifically their service department, to...

Will open with the technicians doing the hands-on work and staff at the counter in the Service department are great.

The type and experience of interaction received 12/22/2022 during pickup of our vehicle after about ~8 months of sitting for repair was awful with the manager of the Service Desk.

Understanding the supply chain issues and circumstances out of Harts control, with no replacement engine being available for about 8 months, there were concerns of the vehicle sitting dormant, potential issues with flat spotting the tires, battery, seals, etc... Hopefully there would be no ancillary problems.

For historical context, the additional issue of there being no loaner vehicles while the car was in the shop for use was problematic. There was no offer to cover the cost of a rental, or coverage beyond the coverage offered by the warranty, which was 2 weeks (or 10 days) max.

Upon arrival 12/22/22 was made aware a new battery had been installed, a charge in the sum of $184.93. Just a few months earlier in the year a new battery had been installed 4/15/22, within 1-2 weeks of the engine suffering failure and going in for repair at Hart near the end of April 2022, and within 8 months would seem to require yet another new battery.

Was informed by the service manager the battery had not been disconnected in the vehicle sitting for repair, and while under load from the computer and electronics had become in such a state it could not be recovered to viable through charging. Would not retain a charge, and a dealership battery had been installed.

They would not remove the cost for the required battery installed by Hart from the statement, and would say things like, I'm going to help you, while their actions would indicate a different intent being unwilling to compromise or provide actual positive customer service, refusing to remove the cost of the battery or installation.

I appreciate the efforts and communication of the other employees at Hart, specifically Jennie, Heather, Ron, and Bert who were very helpful. With such a long term effort of waiting, you end up chatting with a variety of folks working towards resolution. Unfortunately these good deeds by the staff would be offset and undone single-handedly by the lack of effort, taking zero ownership, and punting accountability by the Service Desk manager who seemed unwilling to compromise nor leverage the opportunity to be proactive. This made for a terrible experience. Over the a battery, he would be willing to offer only an extremely negative experience.

I can not recommend them and have only tales of caution for those asking, "How was the experience at...

I am 100% ticked off at Hart Motor Company. On Dec 2nd Me , my wife and my son went there to look for a used car for him. We found one we kinda liked that was about $10,000. Went for a test drive and signed some things to have our credit checked to see if we would qualify for a POSSIBLE loan. It was late Saturday and we were told it would be Monday before we heard anything. We thought about it over the weekend and realized how overpriced the car was and decided we weren’t going to get it. My son called Monday and was going to talk to them about maybe lowering the price but they just said the car was being detailed and they would get back with him. He never heard from them again. Jump to Dec 27 when we both get letters in the mail saying our loan for over $18,000 !!! had been denied ! What!?!? I called the guy we dealt with the day and he seemed confused about it and said he would call me back. He never did. I emailed Hart and never heard back. Today I get ANOTHER letter from ANOTHER bank stating I’d been denied for that $18,000 loan! I messaged Hart on Facebook and surprisingly they responded. Within a couple of hours the guy we met that first day calls. He acts like he’d been trying to get in touch with me but must have had the wrong number. 🙄 He was like “Oh yeah so they denied the first loan so we found something else for you and tried that. “ … and so on. So I made it clear that we didn’t want any other banks contacted or anything else to do with them. I have continued to message Hart and said I do not want that guy contacting me again. And that they did these things without permission and loan attempts like this could...