Chevrolet

Less than 24 hours after bringing a brand new 2024 Chevy Trax home from Clay Cooley Chevrolet in Irving, TX, the back hatch stopped working. I couldn't open it. That was almost 3 months ago and it still has not been fixed. We were talked into purchasing the additional Clay Cooley Friends and Family Guarantee when we bought the car by the salesman. But had I known how poor the service at the Clay Cooley Chevy service center was, I would have absolutely put my foot down and not spent that extra money. The people at the service center are very condescending. When I first brought it in I was told “well the car still drives”. As if I don’t know you can drive a car even if a door doesn't open. Along with other similar comments. They don’t answer the phone or call back in a timely manner, if at all. They had my car for over a week without any update even though I reached out at least 4 separate times, if not more. A week after getting it back "fixed", the same problem has come up again. I had to call 4 times to get someone to schedule me to come in again to get it fixed. The service advisor never called me back, I had to ask to speak to a manager just to get an appointment scheduled. This is the first time I have purchased a new car and the whole experience has been an extreme disappointment in every possible way. I understand that they had to order parts and that there were delays that came with that due to it being a 2024 vehicle. But I cannot understand them blatantly ignoring a customer and not updating me at all. I have been very patient but this has been beyond frustrating. I am not sure what to do at this point since I already emailed all of this to the customer service email provided on google reviews 10 days ago, and no one ever reached out.