Twin Falls Chevrolet Service Department — Local services in Twin Falls

I own a 2021 Traverse that was modified by Braunability to house an electric ramp entry for my power wheelchair. I noticed the car making a LOT more noise while driving than it should. I called Master Autotech in Jerome to see if they would take a peek.

They happily obliged. A few hours later and they give me the sad news that there is a stress fracture in the catalytic converter and it will need replacing--sadly not a cheap fix.

They advise to take it to Chevy because they suspect there is likely still a warranty on that. They didn't have to share that, of course, but they did. That's just what honest agents do. They did this for free. All of it.

I made an appointment with Twin Falls, Chevy. A few hours later I was slapped with a $184.00 bill to have the problem diagnosed, and was told story #1 by Audrey.  I heard something to the effect of, "This is not a warranty claim because the car has been tampered with." (Meaning some other company has done something with the car.) I explained that the car absolutely had not been tampered with, but instead, Chevrolet partnered with Braunability to convert the vehicle into a wheelchair accessible vehicle, and that they had a contract together, which was why both names were on the car. Audrey proceeded to tell me she had never heard of that. I suggested perhaps she look it up or even give them a call.

Some time later I got a call back with story #2. The repair isn't warrantied because it is impact damage. What??? How do we go from tampered with (which wasn't true) to impact damage? I asked if she contacted Braunability...the answer was no, of course. Meanwhile I am texting with the dealer whom I purchased the vehicle from, who tells me to ask for the photos that show the "impact damage." I am put on hold and some time later, Audrey tells me she will text me the photo but I can't call that number ever. (Obviously her personal line.) Of course I have no interest in the number...just the photos. I am told the photo will be coming shortly.

But it doesn't. The next day I called Twin Falls Chevy back, asking to speak with Audrey. I ask about the photos...can't remember what reason I got for having not received them. Eventually I got the photo, which meant nothing to me. I sent it around to my dealership, as well ad Master Autotech. Both said they saw no impact damage, and further, that there should be multiple photos showing the entire area. They also add that impact damage to where the catalytic converter is housed would have to mean I came in contact with something on the road, and drug it beneath the car, to where it finally impacted the area where the CC is housed. That, or I played whack-a-mole with my car, did a wheelie, and landed on something that impacted it, which they laughed, but found impossible.

Yet another call to Twin Falls Chevy. Audrey isn't very nice to me at this point. They don't have any more pictures and would need to look at the car again to take them. This would cost me another $184.00. I explained the entire discussions with other folks/dealerships. She will call me back after speaking with management. I get a phone call back from Audrey telling me that they stand by their techs call. It's not a warranty issue.

Meanwhile, I took the car back to Master Autotech. They put the car up, took a slew of pictures, then did a write-up explaining why there was no impact damage. They also suggested I take the car to Con Paulos.

I took the car to Con Paulos, who were very accommodating. Later I am told that the crack to the catalytic converter...is under warranty. No charge for the diagnostic. No charge for the repair.

Morals of the story:

1.Master Autotech of Jerome are complete rock stars. They never charged me a dime. I had to send them a gift basket to thank them.

Con Paulos behaved with kindness, professionalism, and efficiency. They earned a new loyal customer.

Twin Falls Chevy responded to this situation in an unacceptable fashion. And they absolutely lost a customer...and charged me for...

I like dealerships and mechanics as much as I like the doctors office. I am the hardest person to please when it comes to customer service. I would not go to the dealership when they were on blue Lakes. They were rude and unhelpful. But since they transitioned over and Wes has a new team, I can’t praise their service enough. Specifically their service manager and service writer Audrey. What an amazing team Audrey would listen to my concerns, get with the mechanics to find out what was wrong, and then come talk to me about money and parts. Low pressure, consistent trust and honesty, just a complete and utter breath of fresh air. I don’t know anyone that works there, I’m not related to anyone that works there. But I will There every time. Wes thank you for that team you put together and put Audrey in charge of training for them. And she should get a raise. Thank you team for...

These guys have the absolute worst person to look at your car I took my car to the last Friday to look at my passenger seat in the car only. First I asked them how much it would cost 3 times 2times when I set up an appointment and the 3rd time when I dropped my car off all three times they said they couldn't tell me a price until they looked at the car they didn't even bother to tell me all three times that just to check the seat in the car was going to cost 198 dollars but maybe they gave me a discount but they did not fix the passenger seat because they told me it was going to cost me over 1200 dollars then when I got home my husband and I looked at the receipt of what they did and they charged me for filling the fluids in my car but I did not give them my permission to go under the hood of my car I only gave them the permission to look at the passenger seat which is...