July 2023 by Ashly Kisner
Walked into Oakland Timbrook on March 8 for a small oil leak from the oil pan gasket found during an oil change. Started the process with Tracey to get scheduled in, 100% covered by warranty. Cool, lets do it. Was told itd take up to 6weeks to get parts. no problem, its not an urgent issue.
Heard nothing after 6 weeks so i called them, still no. I started calling in once a week after the 7th week for an update, because there was no communication. Still patient, not pressuring.
I kept getting pushed back or excuses that didnt match their excuse given the week prior. In late May (10weeks later) i was told we were still waiting on 1 part, said ETA was mid June. But on my last call, the week before, i was told ETA was 2 days.
July 1st (gave them 2weeks for the part that was to arrive mid June), still hadn’t heard anything so I call Diehls Ford in Grantsville to ask their ETA on getting a oil pan for my car.
Reminder, i started this process on March 8th with Timbrook and it is now July 1st.
I am frustrated at this point. I gave plenty of time with zero results, zero communication.
Diehls said parts will take 1 week and scheduled me two weeks out for repair. Parts arrived on time. It took them two weeks to accomplish what Timbrook couldn’t in 4 months. they completed the work and even handled a recall at the same time, on short notice.
When I Called Timbrook and told them I needed my warranty claim info sent over, forget doing the work, I spoke to Tracey again and still no clear answers as to why this was such a mess so i asked for the service manager, forget his name. If you didnt want the work just say so and dont waste my time. He also had no explanation and we got smart with each other. He asked, ‘what do you expect? We need to reseal your entire transmission, it takes time and isnt a small job’. I asked him why they were working anywhere near the transmission when the gasket on the oil pan was diagnosed as the issue, and verified by themselves and Diehls both. This whole mess over one simple gasket.
He told me the order was for a oil pan, transmission pan, trans reseal. Where did all this extra come from and why wasnt it discussed.
Told him to fax the info and parts list to Diehls. Feeling glad to be done with them and glad they didnt do any work because i have zero confidence in their work based on experience so far.
Diehls couldn’t make sense what work was being performed based on Timbrook’s part list. red flag in itself. Any future work needed ill drive the extra 30ish minutes to avoid Timbrook. I wont ever purchase a vehicle here either, tho I know sales is a different department, I’m not risking it. Whoever is higher up at Timbrook, check in on your service staff.
