Colonial Chevrolet

See all Inventory
Write Sales Review
Colonial Chevrolet
171 Great Rd, Acton, MA 01720 (map)
Today closed
Sales Rating
(37)
Recommend:
Yes (3) No (0)
Service Rating
(25)
Recommend:
Yes (2) No (0)
Back to Service Reviews

Dealership Service Review

service Rating
Stay Away
Written by Stephanie B on 02/05/2022

Financed a 2015 Chevy Suburban for $37k March 2, 2021. Within a few weeks the Air Conditioner and Condenser failed and had to be replaced. Obviously they covered it. A few weeks later the spark plugs and ignition coils were throwing codes and all had to be replaced. Colonial wouldn't cover it so we brought it to a local shop for $1200 repair. A few weeks later, engine was throwing codes again. This time brought it to Colonial and they wouldn't cover labor but would cover parts. Another $2000 down the tube. Here we sit less than 11 months of ownership and the vehicle is dead. Brought it to Colonial because the transmission wasn't working. Colonial said they can't fix it. Recommended replacing the transmission for $5400. Going back over the Carfax from when we purchased the car... we realized that Colonial did a bunch of transmission work to the car. Go figure. Now here we are with a $29k outstanding loan, and a vehicle we cannot drive, and a dealership that 'cannot fix or repair' because 'we don't have a transmission guy on staff.' What a wonderful dealership. Needless to say we are not happy, and I made that pretty clear when I went there to pick up keys and have it towed out of there. They offered zero assistance and were of zero help. Absolutely flabbergasted at this horrible customer service. Additionally, when my wife called to ask about our vehicle as it had been sitting there for a few days.... the service guy unloaded in the following order....'sorry our old service manager has been out with covid for 3 months. We lost all of our service technicians recently. Our new service manager's wife died.' This is their level of customer service.... to throw down sob stories on their customers in the hopes that they will just 'go away.' The vehicle we purchased was serviced by this dealership since it had 3000 miles on it. They were proud to tell us that when we were going through the buying process. This gave us some comfort that they new the vehicle and we were in good hands. Obviously we were way wrong. The cocky finance manager raised his voice at my wife for asking him to use her bank for financing... which was a very odd exchange. It should not be legal for a dealership to sell a car two weeks after they did a bunch of transmission work, and not disclose that in the sales conversation. We feel completely blindsided by this unethical dealership. Stay away.

  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? No
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? No
  • Do you feel the price paid for service(s) was fair and appropriate? No
  • Did the dealer honor all commitments made? No
Add a Comment

Only letters, numbers, and spaces will be accepted.

Character limit: 30
Character limit: 7500
Please review your comments carefully before submitting. Once submitted, they cannot be deleted or changed. All reviews and comments to Edmunds are subject to the terms of our Visitor Agreement.
Showing 1 comment
Sort by:
Shawn Andrews on 02/07/2022
Dealer Response
I am sorry you are having and issue with your vehicle now. As any vehicle gets a little older and gets up there in mileage just like your 2015 suburban with 106000 miles on it, the risk gets greater that a repair will be needed and for mechanical breakdown. That is why we highly recommend getting an extended service plan if you would like to be covered beyond the factory and dealer’s limited warranty, whether it be a plan we offer or a plan you get on your own. You purchased your 2015 suburban at Colonial on 2/27/2021 with 88162 miles on it for $29699.00. (I have attached the purchase and sales contract and odometer statement). At that time, you were offered the option to add a service plan which you decided against. At that time, you were also presented and signed a Dealer limited used vehicle warranty (I have attached your signed copy). This form Cleary states the dealer is responsible to cover a repair that that impairs the vehicles safety for a period of 30 days and 1250 miles from sale with a $100 deductible in that time period. That would give you a coverage period until 3/27/2021 or up too 89412 miles, which ever comes first. You brought your vehicle in 90380 miles on it for an inoperable AC. Even though you were out of your limited warranty Colonial paid for the whole repair in full when we did not have too, because we felt it was the right thing to do on a customer service level. Then on 05/03/2021 you brought your vehicle in with 93013miles for another repair, that was clearly out of warranty by time and miles, but Colonial ate a portion of the repair to try to do the right thing for you again customer service wise, even though we did not have too. When you brought your vehicle the other day on 02/03/2022 with 105850miles on it, now a year later after you have put 17688 miles on it and I still charged you $0 to diagnose the vehicle for you as a courtesy and did not charge you. I believe Colonial has been more than fair with you over the last year and I am sorry you do not feel the same. This is the email I sent to you personally I am not sure where the information came from but our service manager has been here for 22 years and I would appreciate it out of respect for my shop foreman's family and children if you will remove it from a public forum as it has no place here.
Report
Back to Top

Join Edmunds

Receive pricing updates, shopping tips & more!

Back to Top