Customer Communication

Anna Tollstam

my fiancé got his car repaired under warranty, while being fixed he got a call saying he needed a new exhaust pipe since it broke at the flex pipe while replacing the converter (about $700) which is annoying but whatever. what really got us pissed off was that we were told it would be done by the end of the day. after waiting all day with no communication he had to call himself and was told it wouldn’t be done till the next day. the next day he was contacted at 7:44am saying it was done.. (assuming they just didn’t want to finish the paperwork that night leaving us without the car another day). because of work we were not able to get the car until around 5 o’clock. we arrive, he pays the bill, and the car was brought around... still with a solid check engine light on. the service advisor scanned it again and it had the same codes, so we had to leave the car yet another day because the tech already left. next morning we hear that it was an unplugged o2 sensor , meaning it was not properly closed out or test driven. after all of these inconveniences, we were given the paperwork to see the reason written on the invoice was not what we were told. horrible experience and will never be returning.

Chad Waldron

Jason, Jonathon, and the team at Shaheen Service have exceeded my expectations. They have inherited me and my 2024 Chevy Blazer EV, after a lackluster 6+ week service experience at another Lansing Chevy dealership. (This ended up in a GM corporate complaint with that dealer.) From start to finish, Jason kept me informed of my Chevy Blazer EV's repairs, even while I was away in China on business. He was diligent in ensuring all vehicle service bulletins were addressed, including those I didn't even know about. They have earned my loyalty and trust. I so appreciate Shaheen's Service Team and their commitment to quality/excellence.

Minda

Joe was so friendly and told me what was going on the whole time.

Mike Kilpatrick

The Techs were very careful with service on my Corvette. They were happy to answer my questions and took great care of my car.

Angela Siegrist

Adam Ebright and John Moon did an excellent job on communicating and repairing my Blazer.

Larry Curits Jr

No one even acknowledged me after pulling into the service bay. There was a group of about 3 guys standing around talking to each other. After close to 5 minutes of being there, one of them came over to me and said my service adviser would be over shortly. When he did arrive to check my car in, he was clearly preoccupied with taking care of other things as he took my info. He was nice and cordial but seemed to have a lot of things on his plate. I brought my car in the evening before my 0745 the next day. At 4:45 pm the next day I had not heard anything on the progress of my vehicle and the text app said it was still in inspection stage. I called to see what was going on and was told that the technician got caught up on something else. I understand that things happen and was not angry at that. However, if my car was going to be held overnight, I'd have appreciated someone calling/informing me prior to it being so late so that I could have made alternative transportation plans. The next day I was contacted and told that my vehicle had been inspected and that I needed to make arrangements to have my car towed.I panicked a bit and asked why? It was a mistake and the service adviser realized and apologized. I bought my Cadillac from the Chevy used cars and have had it serviced at the Cadillac service center. I never had any problem with their service but realize maybe its because its Cadillac. So overall, my experience with the Chevy service was nothing to rave about. Though this was not the worst experience ever, there was enough there that I will try one of the other local Chevy service centers next time for repairs.

Joseph Kunk

Excellent service. Repair done right. Kept me informed of status. Explained the work done. No mess, and gave me a free car wash.

Robert McGeorge

From the service manager to the advisor to the technician, our experience was fantastic. The team at Shaheen always goes above and beyond to make sure we are taken care of. Providing the loaner vehicle really helped since I would have been without transportation while the repair and maintenance was completed. I really like to portal and the constant communication to provide updates.

Jane Weber

We were treated unbelievably well. Our 2024 Terrain transmission went out. We bought it at Crippen, they said they didn’t have a mechanic to repair it, and they would take it to a Shaheen mechanic. After weeks of not getting real answers, not getting our calls and texts answered, our car finally was taken to Shaheen. Less than two days, and constant updates from Payton our car was repaired. The mechanic Randy, even talked to us explaining what the problem was and how the repair was done. Five stars aren’t enough for our experience with Shaheen.

Jay See

I took my car in to get fixed the fixing part was great runs great now. The problem lies in that 1 it took 2 weeks to get an estimate. And 2 when I picked it up there was a crack in my windshield. I immediately called my service provider dale to let him know. I went to voice mail and I left a message I never heard back from him. On 11/7 I sent an email and never got a response to my email about the same problem. I even tried their online chat as well and was told someone would reach out but never did. I have continued to call and no answer or call back. I gave more than 1 star bc the problem I had and the reason I took it in was fixed.

Rick Dupuis

Worst service department I've ever experienced. Brought my vehicle in for a tire rotation and MPV inspection. Expected a $39.95 bill and was told it would take less than an hour. Got a text telling me I needed a $130 wheel alignment. No one called and explained why or how long it would take, just a text. Reluctantly I approved the alignment. Very poor communication between the service area and oil/tire group. After waiting 45 minutes after alignment was completed I still didn't have my vehicle. When I checked again to see why the delay (I had to make several trips between the two service areas) I found out they were doing a software update for a recall. No one asked if I wanted this done $170 and two and a half hours later I got my vehicle. This is the third time I've had an issue with them. Will be taking my Equinox to another GM dealer for all future maintenance.

steve murray

Service was a nightmare. I scheduled an apt. and it took them 4 weeks and 4 days before I got my truck back. Can't believe anything they tell you. There's not enough space to cover how dissatisfied I am.

Brian Armstrong

Worst service experience I’ve had.. I was told my recall was a 2 to 2 1/2 hour job . I got a 8 am appt. I dropped the truck off the night before.. no call to update on the progress.. I had to call several times just to be told me truck had never even been started …. I go to get a loaner they tell me tomorrow… They open at 8:30 I called at 10 to see when I should be there .. was told it still hadn’t been started … not sure as a customer what else your supposed to do .. I had appt dropped the vehicle the night before… had purchased over 8 new vehicles here never again

Maureen Storie

First let me say that I love Shaheen and have been a loyal customer for 15+ years however, my last scheduled maintenance was maddening. I scheduled an appt for oil change, tire sensor, front end alignment and swaybar repair. My appt time was 1 and I dropped it off at 12:30. I went about my day, running errands with my new chauffeur and as I was driving past shaheen @ almost 3, I saw my truck sitting in the same spot I dipped it off at. This lead me to call for a status check. They hadn’t even checked in my vehicle for my 1 o’clock appt! The truck was officially checked in at 2:52 and I was told to arrive back at 5:30/5:45 to get my vehicle. I came back at 5:45 as advised to find my truck was just being pulled in for an oil change and tire sensor repair. I asked Rich the manager what I could have done to make the appointment go more smoothly and was told nothing. I did everything right and that the mistake was on their end. I know that this was a one off and definitely just an oversight, I was able to get everything repaired on Monday and get my vehicle back. I’m very disappointed in the lack of communication not only with myself but between employees within Shaheen and I am not one for excuses I don’t wanna hear them. I just want to know what happened and how you’re going to fix it. I feel like Shaheen did everything they promised to do. It was just delayed, but it’s also important to make sure that we follow up on our vehicles.

Heather Crankshaw

I worked with Tim Odekirk to trade in my current lease early. I told him what I wanted and he accommodated me with an offer within my budget. I had contacted another dealership a day before and received no response! Tim actively communicated with me to keep me informed on the entire process. He is very knowledgeable and clearly loves his job. I didn’t need a ‘family deal’. I felt like family with Shaheen! Thanks to Tim and the team!

Elyshia “Kysha” Otero

The service was great they have many different convenient options for service. I liked that I could stay in my car the whole time. They informed me every step of the way.

Chandler Cheeks

Rob Lucas is a great salesman. He helped me throughout the process of ordering the vehicle up to the final sales. Stayed in contact for updates as well.

Mary Hayes

My car was in for repair/a new engine. The service department did not submit the claim for three days according to Zurich our warranty company. Communication was extremely poor. I was not kept informed of the status of the repair. It took them four weeks to complete. I understand the lag time in getting parts, etc. added to the time frame. My advisor, Matthew Mile's was pleasant but not dependable when he promised to call me. In that, I'm very disappointed. All other employees who took my calls were pleasant. This was our seventh vehicle purchased at this dealership. At this point we have not decided if we will purchase from this dealership in the future. My car runs great and I hope it continues to do so. I feel this advisor needs additional training in communicating with customers and how to follow through. Finally, a very disappointed customer.

Stephanie Liddell

Ordered a 2023 Bolt EUV. I appreciated the great communication from Shane throughout the process! Purchase process was very smooth and easy. We love our new car!

Daniel Schultz

I had a small engine issue. Adam in Service was phenomenal. His communication was great; the company’s text and email communication was impressive. But I have to say about Adam—his service was outstanding. By the end of our discussion I started to wonder if he was busy, because he dedicated so much time and focus to my small issue (of course he is busy!). Thank you.

Lori Schaibly

I was referred to a salesperson at Shaheen Chevrolet through a friend. My leasing experience with Shaheen Chevrolet was great! Everything went smoothly and my salesman, Richard A. kept me apprised of all updates on my vehicle order. He was able to answer any questions I had and went through showing me the details and features of my new vehicle better than any other salesperson had done for me in the past. Even though it was a bit of a distance for me to use Shaheen Chevrolet, it was well worth the drive!