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  Company
Burns Motors
McAllen, TX   78301
Location on Google Maps           Latitude: 26.196041   Longitude: -98.262051
 
 
 
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  Date of Service:   2/24/2009
  Work Done on:   Heavy Duty Truck
  Service Performed:   On February 12th, I setup an appointment to have service done on my Dodge 3500 for Monday the 16th. I used Burns' website detailing exactly what I wanted:
*Oil & Filter Change
*Other Routine Maintenance items as per my owner's manual
*A recall regarding the Steering Linkage

IMHO this should only have taken 2 - 3 hours.

On the 16th, I went to Burns' website and accessed the map which showed their location. When I got to this location I couldn't find them. Called them and with assistance from the receptionist, we determined that their map had sent me to a location in Mission and so I had to proceed to McAllen.

On arrival at the dealership, I provided my list to the service rep and also indicated that my neighbor had just informed me that one of my daylight running lights wasn't functioning.

I spent close to 8 hours in the waiting room as they worked on the vehicle. This extended period was partially caused by the service writer not putting "customer waiting" on the work order so my service wasn't done on an uninterrupted basis. Also, they had a hard time getting the front wheels properly aligned after doing the Steering Linkage recall.

On my way back to the RV Park I noticed that the steering wheel was not pointed in the right direction & the vehicle was pulling to the right. Once I arrived at the park I noticed that one of the valve extenders was missing from one wheel set when they did the tire rotation.

I was PISSED I contacted the service department to set a re-work appointment for the following Monday (23rd) and then contacted the General Manager to dump all over him with my frustration. I then arranged to meet on the Friday (20th) with the GM and the Service Director.

Met on the 20th and I was assured that all would be taking care of quickly by their best guy.

On the 23d I arrived just before 8:00am and the Service Director assured me that their best guy was on it. 3.5 hours later, waiting, I was told that my vehicle was ready but I would have to return as they had to order the valve extenders (why these weren't ordered at the time I made this appointment blows my mind).

I returned the next day (24th) just prior to the appointment time and then waited for 2.5 hours while they installed the valve extenders on one side.

Now count it!!!!! 14 Hours in the waiting room (not counting the time I met with the management) for 2 - 3 hours of work.

Now that you have heard my extended tale of woe, please do yourself a favor & avoid Burns Motors if you need work done on your Dodge vehicle while in the RGV.

Eh!
  Evaluation of Service Performed:   Very poor service... I don't have a lot of confidence if all the work I requested was done or if it was done correctly.
  Value of Service:   Fair
  Quality of Service:   Poor



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