Mohawk Chevrolet - Service and Tire Center — Local services in Town of Malta

TL;DR: The only reason this is 2 stars and not 1 is due to the good work of the actual repair technicians. If you have a warranty, come prepared to have a lengthy fight with Mohawk and GM about using it at all. They are not your friends. Protect yourself.

My car required repairs, of which, according to my warranty, were covered. The process of getting any repair covered under my GM warranty has been the most frustrating and aggravating experience ever. I also witnessed behavior by the Mohawk dealership staff and GM customer service representative that struck me as VERY troubling. First of all, out of the gate, both the dealership and the GM rep, each denied that I had any warranty at all, which wasn't accurate. In both cases, after I pushed back, they immediately walked this back both giving the response of "oh I'm sorry, my mistake". They both then tried to tell me that the warranty had already expired, which was also not accurate. Again, after pushing back on them, they immediately walked it back saying again "oh I'm sorry, my mistake". Pivoting to the dealership specifically; We then had a lengthy dispute on what was actually covered under the warranty, because there were issues that they claimed weren't covered, however the language of the warranty was pretty clear to me that it was. Their strategy then moved to personally attacking my knowledge of my own warranty, of which I was reading from verbatim, as well as being very condescending about my knowledge of how cars work, all the while talking very fast and trying to rush me off the phone as quickly as possible. I asked to speak to the manager and was told that they were "In a meeting". I then asked to be forwarded to their voicemail, was told "I cant do that", I asked for his direct number and was told "I cant give you that". I asked for his manager's boss and was told the same thing. There wasn't a SINGLE person of authority at that dealership who would take 5 seconds to talk to me about this. They also refused my requests to be given a copy of the details of the warranty that they had on file for me so that I could make sure we were on the same page. I wont go into specific details to protect the few good employees they have from retaliation, but essentially, after about a month of fighting them, they finally relented and I got my repairs completed. At that point, the repairs on my car were done promptly, and properly. The actual service technicians working on the cars that I actually interacted with seemed to be very stand up, honest, hard-working people. Its a real shame that they have to work under such a exploitative and dishonest business. Through this whole process I couldn't help but think of those people who aren't privileged enough to tie their car up for so long while they fight over $150 worth of repairs. Someone in a more desperate situation might be more inclined to just pay the $150 to avoid the weeks of headache. Herein lies the most troubling thing about this. It felt like extortion. I cant imagine how much money is made every year due to strong arming people to pay for repairs that the warranty that they paid for is supposed to cover. Based on my experience with two other GM dealerships and dealing directly with a GM representative, I'm forced to conclude that this wasn't an isolated incident based on a bad or not well trained employee, but rather a systemic coordinated effort to defraud customers of coverage they already paid for. I shouldn't need to hire a lawyer just to get my car repaired. There isn't any sort of consumer protection here, and any word from GM that they "Don't do this" or "Won't do this" is worthless, because they have a financial interest in denying every single warranty claim. If you plan on dealing with Mohawk or any other GM dealership, be sure to come well prepared and well read on what your policy is, and be sure to stand your ground and not let them bully you into paying for service that you already paid for. Management wouldn't talk to me, so I'm here. Support your Local Independent mechanics...

I have a 2019 Diesel 2500 Chevy pickup truck. I have a rattle in the rear passenger seat and I have brought my vehicle into the new Malta Mohawk Chevrolet location twice. The first time they indicated it was a broken back seat and told me they were purchasing a new seat and would replace the entire seat. When I brought it in for repair they said it was only a bracket which they replaced - not the full seat. I drive home - The rattle was still there. I called them a second time, brought the truck in again to get the rattle fixed correctly. Please note: As you drive into the service bay, they have equipment that will do an immediate service diagnostic on your vehicle. They promptly inform me that I need an alignment on the truck. I said I'm here for a second time to fix the rattle - not get an alignment! This time they tell me it was just a bolt that they previously replaced in my truck (not a full seat or bracket as I was previously told) and I had to leave the truck for a second time. 3 hours later they called to say it was not the bolt, or bracket or seat that was causing the rattle-they said it was a hanger on the exhaust system that was hitting the spare tire plastic cover!!! They charged me $160+ to diagnose the problem because it was an aftermarket exhaust. I picked up the truck, pay the fee and immediately brought it to my trusted mechanic (who's been doing his job for over 30 years with a very successful business). He said there is no wear mark on the plastic shield to indicate that it was rubbing and that the diagnosis was incorrect. Additionally, he said my truck did NOT need an alignment. So now I am back to step 1 - with a 2 year old very expensive truck that rattles and the Mohawk Chevrolet service workers have no idea how to fix it. Would I recommend you bring your vehicle to be serviced there? NO!! They do not listen when you try to explain the problem and will quickly diagnose to get you in and out. Your issue will not be fixed and all you will be is frustrated and poorer in the pocket. UPDATE-10/29/21…yes I went back again because the rattle was really getting on my nerves. This time they kept my truck for over a week and finally called me to say they fixed the problem. Loose bolts in the back seat. I picked up the truck. Seemed ok until 2 weeks later when the rattle came back louder then ever. My suggestion is find somewhere else to take your vehicle to if you need maintenance. If they can’t fix a simple rattle after months of trying, I wouldn’t trust them for even...

Terrible experience with service department. Not once but twice. 1.After a oil change picked car up--- leaking oil next day--not a huge amount but still. Took it back they tightened what needed. Next maintenance due, I allowed them to do it again. Big mistake! My car leaking oil significant amounts. They sent a service tech to my location ( which was nice) but he couldn't fix because whom ever did this oil change really messed it up. Ended up replacing plug and pan! No cost to me, however the ordeal and lack of communication was terrible. First of all the tech should have known at the time the plug wasn't fitting well. But instead they allowed me to pick it up.

Second after the tech sent out couldn't repair they called a tow for it at 2pm they said, but the tow didn't show until 6:30pm. With no communication to me I had to keep calling to see where the heck it was. I wasn't leaving my car so I waited all that time.

Then the next day I had to call to see what the status was and what about a loaner as this was Saturday and I needed to have a way to work Monday plus I wanted to see what going on with the car how long they expected it all to take etc. The service person at the desk didn't even know what was going on. They stated all they had was keys thrown on desk with tow bill. They would have to call Manager. After over a hour the call comes in. My car is going to take a while possible all week as they really screwed it up. Again I had to call. End of the story they fixed it, no charge to me and we had a loaner but the customer care through it all was in disregard.

My opinion the Manager should have been there at the time my car arrived by the tow on Friday then gave us a call on status and arrange for the loaner then. Or left clear instructions to the front desk staff to call us immediately on Saturday morning with the loaner arrangements etc. Not to mention we received no calls the following week on the status of completion. Finally after 3 days I...