Latest update: I am extremely frustrated with the service advisor based on what happened this evening. I called him all day (like 30 times) but no answer, and guess what, around 5pm he sent an email to Progressive adjustor (cc the service manager and myself), and telling him that 2 hours labor time (it is actually 3 hours, he cannot read) is too low and they insists 6 hours+. What **** me off is the next sentence "If you (progressive) are Ok, we can use this 2 hours to install the cat converter and the customer (me) will pay the rest four hours (O2 sensors/re-soldering wires) by himself. I got extreme angry reading this email, and headed to dealership immediately. Btw I had a meeting with him and his boss yesterday and they agreed to find a way to solve it. His boss even said we may consider lowering the hours. But now everything we discussed yesterday is like never happened before. It is 30 mins drive in the rush hour time to the dealership in Katy from my home.
When I arrived the dealership, I saw the guy (service advisor) there. Apparently he just ignored my call for 30+ times. And he even gave me an attitude there. I kind of lost control of myself and started to yell at him in the lobby (not many customers there but I did get all the attention). I told him that he cannot even read an estimate, as it clearly shows that labor time is 1 hour (converter) +0.5 hours for each O2 sensors = 3 hours, not 2 hours. The service manager heard my voice and came out to talk to me. I told him to request change of advisor on the spot, and he asked me to have a private talk outside. Then I told him all the story and what Dealership promised me to fix it smoothly when I was still deciding to tow my truck to dealership or not. I told him that if you guys don't want my business, I will ask Progressive to pay the part and tow it somewhere else to do installation. The service manager said he will step in and will review it again and let me know tomorrow how it goes. Regarding my request to change advisor, he said sorry that they could not do that but he promised from now on he will step in directly. I told him that I don't want to talk to that guy anymore.
I will keep you guys updated how it goes. It is like a TV drama. I don't know why I have done wrong to deserve all these craps, but I am not giving up. It is 3.5 hours (6.5 hours-3 hours) labor difference, which is like $800. Now to me it is not about the money, it is my dignity. I feel so humiliated by what happened to me as I was treated as a clown and a tool to negotiate with insurance to maximize their benefit. And I have been to that dealership like 10 times so far and all of them went well, except this one.