Business ProfileforGreat Lakes Toyota-Subaru

I know on their website this place has good reviews and am glad for those who have had a good experience but unfortunately that is not the case for my husband and I. A little over two months ago we bought two vehicles from them and had nothing but trouble. I had bought a used car with a warranty through a company that Great Lakes swore by and had stated how much better it was than your typical extended warranty company is. Both the warranty company and Great Lakes handled the break down of my vehicle in such a poor manner. First the warranty company couldnt find a towing company that was covered to tow it back to Great Lakes I would have had to pay double out of pocket. Secondly after talking to Great Lakes about it they said they would send one out but kept stringing me along the entire time just to try and wear me out and make me give up. I just kept being put off every day and there was a new excuse as to why my car wasnt being taken care of like they promised.

I appreciate your review and I did get with our service department and as of 4/9/2024 your vehicle was fixed and ready for pick up. I am submitting the original conversation from the service advisor from the day 1 when costumer contacted us about their mechanical issue. I spoke to the customer early Saturday afternoon, April 6, 2024. She informed me she was at a gas station in ******* ***** and the vehicle would not start. I informed the customer she would have to have to tow the vehicle into our shop in order to diagnose why the vehicle would not start. The customer proceeded to argue with me regarding sending a mobile technician and/or a tow truck to her location. I informed her we do not have a mobile technician and there would be a cost for the tow. She informed me she had an extended warranty. I provided her a number for her extended warranty to schedule the tow. Within an hour or so, she called me back complaining about the price of the tow. I informed her again we do not have a tow service and she would have to abide by their prices. She then threatened me with her dad would contact a lawyer and would file a complaint with the BBB due to the cost of the tow. She asked about a loaner. I informed her, the service department closed at 3pm that day and would need to be here before that to complete the paperwork for the loaner. I apologized for the cost of the tow and told her to let me know what she would do with the vehicle. When I left on Saturday, April 6, 2024, I did not have another phone call from the customer and the vehicle was not towed in. On Monday, 4/8/2024, upon arriving to work, I found the Renegade had been towed in over the weekend. After the diagnostic was performed, the tech determined the cause of failure to be a bad battery. I called the customer late morning to inform her of the diagnostic results. She proceeded to argue again regarding pricing and the accuracy of the diagnostic . We ended the phone call with her purchasing a battery elsewhere and allowing us to install the battery. The customer did not provide a battery until around 3:30pm on Tuesday, April 09,2024. I called the customer at 4:50pm, the same day to inform her the vehicle was done and no other issues were found at this time.