Kathleen B H
DOVER, DE | 2018 Chevrolet EquinoxSeptember 29, 2025
Stopped in to see about getting my vehicle repaired. Was told they could look at it as soon as I could get it there. I had to get it towed so made an appointment for 8:30 the next morning. Had it towed over. Went inside to get keys because tow truck driver didn't let them know it was on and draining battery. ( tow truck driver wasn't from there, different company) Couldn't get vehicle to shut off Spoke w/Kayla Davis. She got the Service Tech Manager to help with disconnecting battery to shut it off. Gave her information on vehicle said she would call me after diagnostic was done on vehicle. Gave me a call with what was wrong. Said they had parts in stock and after giving approval to fix would call me when it was done. Let me know how much to expect it to cost. Kayla called me when it was done. When I arrived to pick up my vehicle took me to pay window went over everything. Paid lady at the pay window. From my first encounter to my pick up of vehicle excellent service. Made my experience of getting my vehicle fixed a pleasurable experience. Everyone that I dealt with was very professional. Special thanks to Kayla Davis for keeping me informed and her professionalism. You should be proud of your staff there. 5 stars if you have a rating system. I says this because I had my wife's vehicle fixed at a different dealership (the one that made her car). Now they told me up front that they were busy. Car sat there for 3 weeks before hook up to diagnostic machine. Had to call them for updates. Once a week just to find out what status was, was renting a car needed to know if I needed to keep rental or not. After finally hooking up to machine they determined what was wrong. But never called me I had to call them. They told me how much and told me I could pickup car next day later in the afternoon (Friday). Called next Afternoon to see find out status of car around 3:30pm. they said they got the part in that day but decided not to start it because how long it takes to do the job. I could pick it up Monday or Tuesday. Had to rent car for another week. Finally called them Tuesday late afternoon was told I could pick it up. Never received calls from them to update status or follow up on my calls. Got car back it was running hot A/C blowing hot air. Get message saying engine overheating. Kept rental another week. Looked under hood found a cable hanging there found plug hooked them up. Now the car is running correctly, A/C blowing cool air now. Car not running hot. No follow up call from that company. That's the difference. Your staff made this transaction so smooth. Kept me updated, fixed my vehicle correctly, made sure it was safe, were courteous and took interest in my problems. Work performed right and in a timely manner. Plus followed up with a call the next day asking if the vehicle was running good. That is great service. Thank you, Ronald L. Haass
Response from Hertrich Chevrolet Of Dover
September 30, 2025Kathleen, thanks! We always want to hear back from our clients and we're glad you had such a positive experience with us! We hope to be of service to you again in the future. Best wishes, Hertrich Chevrolet of Dover - Service
