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Uncomfortbale, Mis-Informed, False Advertisement to Raise Price
Written byon 04/11/2018
On Sat. April 7th we found a 2009 Tahoe online and sent an inquiry. Although, they are closed that day they did reply back which was surprising. We went down the following day to look at it. The ad stated that it had a DVD player (which it did not), but when you state it does it of course will raise the price as an added feature. We still loved the Tahoe so we purchased it anyways. The sales rep stated a fellow employee was going to fill up the tank for us and while we waited he would like us to fill out this survey. He sat there supervising us practically while we did it. It was uncomfortable and unprofessional to make you feel that you had to do the survey, and that you couldn't say anything other than praises as he was right there. Then when done posting he was instantly on the computer to check it before giving us the keys so we could leave. We got in the Tahoe and as we pulled off the lot we noticed that nobody actually filled the tank like they stated it was only a half a tank still. The sales representative, Michael, said that everything was done in the service department prior to being on the lot for sale, but he did not have the report right then. He assured us with 100% guarantee that oil, brakes, fluids, etc. were all checked. We di5 minutes down the road before the Tahoe indicated that it was only at 17%.. When we got home we were able to look at the vehicle in more detail without a hovering sales rep watching over us, and we notice the brake pads are worn and need of replacing as well. It is upsetting to be lied to and makes me wonder what was actually done and what wasn't. I have emailed them requesting the documents that we were promised and no reply. I called today and they said they would try to get them emailed. I will wait to see if they arrive or if I have to contact them again. We also discovered that the vehicle has scratches all around it that were covered up with touch ups that you can feel on every side. The back side panel that is towards the top by the back door is also popped out of the panel and going to have to be taken into a shop to be fixed. Overall, yes we purchased the Tahoe and I do like it, but the type of service we received is not right and the lack of information and false advertisement of amenity is not right either. Price should have been lowered
- Recommend this dealer? No
- Purchased a vehicle from this dealer? Yes
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mkelly2018 on 05/15/2018
Boruk I do understand that mistakes can happen, and yes your business did just get back from a holiday. That part I completely understand and can see where the mistake was easily made thinking that the Tahoe had been serviced. I do not fault you for this and I do appreciate the service being done.
The part that was unprofessional was when I called several times and got the run around and had 1 of your staff tell me (in his actual words) "I don't see what the problem is, if you aren't happy bring the car back". All I had asked for was my paperwork proving what was actually serviced and got nothing but rude employees. Once we posted our review then we received a call from you to fix the situation. My husband asked if we could have it serviced in our town and you stated that it had to be done in your shop. This meant he had to leave work 3 hours early to drive it down there (both to drop off and pick up which resulted in him losing 6 hours of pay/work). You should of allowed us to have it serviced in our town or at least sent someone to come get it since it was not our error in the 1st place, but your dealerships. He arrived to drop off Tahoe and get the replacement car and he was driven over to the rental agency (Enterprise Or Hertz I believe) and your employee yelled at the clerk to put it on your account and she did not have record of an account. Then my husband had to actually put up his card and rent the car himself as the employee of your business did not have anyway to rent the vehicle. Now since it was a replacement vehicle he should of never had to put up anything as this should of been 100% handled by your business. He did get his money returned when he brought the rental back to you (which was good to see happen), but this was one of the most unprofessional situations I have heard of happening. I love our Tahoe, I do and am glad that we purchased it, but the process was just miserable. The over-bearing sales rep, Michael, that makes you fill out a survey before he gives you the keys to your new vehicle, the rep that was rude to the Rental car agency and then had my husband put up his card to rent the vehicle, losing work and pay to resolve an issue that your business caused and the rude reps who spoke on phone was a bad experience. I wish I didn't have to sound so negative but I have worked in customer service for 17 years and this was bad service all the way around. The review that we posted was from 4/11 and was prior to getting our vehicle serviced not after.
Reportborukh1 on 05/02/2018
Dealer Response
Good afternoon Eric and Melody.Nobody is protected from mistakes.As I explained you our policy is to list cars for sale only after all necessary service is done and Michael was sure that this was a case at a time he was selling you a car.
Unfortunately due to the fact that we was closed for 2 weeks in observance of Holly Days Of Passover, this Tahoe was actually not serviced. Ah honest mistake as I explained you.I did correct the mistake in time and fashion manner as soon as I found out. I called you, explained the reason mistake is happened had your car completely serviced at no charge to you and provided you with rental car for the time being. I was sure that this would fix the problem and a bit surprise to see the review. You have my cell number and never indicated to me that there was an issue once we addressed all your concerns.If there still is an issue please call me. Thank you, Yours, Borukh
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