Rotolo Chevrolet

by ZL1owner on 09/27/2023

The entire experience was horrible. The parts delay was understandable, but the day by day delay because they wanted to make sure they were doing a good job seems to have been an excuse for mistakes made. I was even told the last minute delay for completion was due to the tech pinching a line while performing repairs. The worst part of it all, after all the delays, was getting home to smoke coming out of the engine bay and then seeing the airbox completely dismounted and loose to move around while driving. I called back to relay my concerns and was invited back for a look. Because of experience I did not go back, I do not feel comfortable letting them repair anything else on my car. I will not be returning.

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by morales15627 on 09/19/2023

Always good service and professional

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by Wrong timing on 01/13/2023

Had a 10:30am appointment to diagnose a speaker, after 3 HRS waiting I was told that they will need another 2HRS to get to my car. So having to wait for 5HRS it is unacceptable, I mean I didn’t just walked in, I had an appointment. Now you tell me how would you rate such a bad experience. ez

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by DerrikF on 12/30/2022

I originally brought my vehicle for an electrical charging issue. I was told the problem was identified and corrected at a cost of roughly $1,200 to replace a battery and some cable. The vehicle was given back to me and the problem persisted. I brought it back and asked that the issue be re-evaluated. I brought it back on a Friday and was asked if I would mind leaving it for a day or two as it may take some extra review. I told them "no problem" as I was going out of town and wouldn't be back until Wednesday afternoon BUT I would abosutely need it for Thursday. I never heard from them until I called Wednesday morning to check on the vehicle being ready. At that time the service representative had no information and gave me the impression that he didn't even remember my vehicle. He told me he would have to check with the technician and he would call me right back. I never heard from him again. I strongly suspect that my car was simply forgotten about and NOTHING had been done with it since I dropped it off. I was unable to reach ANYONE at the dealership effectively so I ended up coming down to the dealership Wednesday evening to inquire. The service representative still seemed to have no idea what was going on with my vehicle but went and got the technician. The technician seemed annoyed that they had to speak with me and then proceeded to argue with me saying there was nothing wrong with my car. It was clear he was on his way home and just wanted to get rid of me so he could leave. He complained to me about the equipment he had to use to diagnose the problem and stated the dealership has a real problem with key control so that somehow complicated his service. Eventually we decided to just take the vehicle (since the technician insisted it was fine and we were mistaken) because we needed it the next morning but as the service rep brought it out to us the "check engine" light came on while he was driving it. That had never happened before and was a new symptom. We agreed to leave it longer since we didn't feel safe using it the next day and made other arrangements for the critical transportation we needed the vehicle for on Thursday. No offer of a rental or loaner was made even though we made it clear we needed the vehicle on Thursday several times. The rep said they would figure out the issue and contact me the next morning after the tech had a chance to look at it. The service rep contacted me the next day to say that there was a component failing on the vehicle and it would cost roughly $900 to replace it once the part came in. He said the part might come in as early as tomorrow (Friday) and he would let me know if it came in on Friday. I never heard from him (as usual) so I attempted to call his personal cell phone on Monday morning but it went to a voicemail that wasn't set up. I then called the dealership and after several tries actually got to speak with someone who told me they would have my service rep contact me ASAP. I told them I didn't care to speak to my service rep as he was a proven liar and I wanted to speak with the Service Manager. I was then transferred to a Gilberto's (I believe that was name) voicemail where I left a rather snarky message given how horrible my customer service experience had been thus far and that they had failed to fix the problem originally and were going to charge me twice for the same repair issue. I specifically stated I wanted to hear back from this "Gilberto" although I didn't expect to since it was clear their organization didn't value customer service. As expected I still to this day have never heard back from Gilberto to follow up on my experience/complaints about his service rep and technician. Not suprised! Shortly after leaving that message however I did recieve a call from my service rep claiming he was with another customer when I called earlier, no explanation for why his voicemail wasn't set up so I could at least leave a message however, and when I expressed my disatisifaction with his repeated communication failure he argued with me about whether or not he told me he would call me on Friday. I told him he specifically told me the part "might" come in Friday and that he would call me to let me know and he claimed he never said that and that he told me that the part wouldn't be in until Monday and he would call me when the car was ready Monday afternoon. I specifically remember what was said, as does my wife who was listening to our initial conversation. He told me my car would be ready later that day. I was contacted that the car was ready and went later that evening to pick it up. When I did no one apologized or even mentioned that my vehicle had been in their service department for roughly 10 days for an issue they had falsely claimed they had repaired previously. Nothing. Never heard from Gilberto or anyone from the dealership. Quite possibly the worst customer service experience I have ever had and I will never bring a vehicle for service and certainly won't ever buy a vehicle from Rotolo Chevrolet. I will make sure every person I talk to about this knows how horrible my experience was. I am amazed you sent me this satisfaction survey (I know it must be automated) because no one at the dealership cared about my experience so why should you start now.

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by Meckroe on 12/14/2018

I took my 2015 Chevrolet Malibu in to the dealer. the charging system was failing. I checked the alternator and front and back batteries prior to taking the car in for service so I knew that the alternator was failing and that both batteries where good. I took the car in and told them that I had a extended warranty on the car and that I wanted the insurance to cover it and that I didn’t want to pay anything out of pocket. It was my mistake by telling them that. They called me the next day and told me that the back battery was no good and that the vehicle needed a catalytic program upgrade and also told me that the insurance didn’t cover those two items. I asked him what a catalytic converter had to do with the charging system and also told him that the back battery was good and that I had recently checked it. He told me that they are specialists and that that’s what the issues were and that it would be four hundred dollars to fix the problems. I said okay I really just wanted my car back. I picked up my car and the following day the check engine light came on again and the same problem occurred. I took the car back and they said they there would be no charge that they would have took care of it. They call me back saying that it’s the alternator and that they were going to have to have my insurance pay for it. These people are professional thief’s and to top it off the mount that holds the plastic bottom on which the air filter rests on was broken now when my car automatically stops it rattles horrrible service and they’re thief’s at the rotolo Chevrolet of Fontana. I won’t be taking my car to them ever again.

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by Tiffany1978 on 12/02/2015

Dan Smith was very helpful. He also had good customer service. Everything was explained to me where I could understand.

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