I am writing this review to inform you of the unbelievably horrible experience I've had with both the sales and service department at Smolich in Bend, Oregon. We purchased a 2005 black Chevrolet Tahoe from your dealership on Monday, November 7th, 2016. At the time of the purchase, we were disclosed that the rear main seal was leaking and needed to be repaired along with replacing the fog lights. Our salesman Sean Stiff informed us that it would be done by the weekend, either Thursday, November 10th or Friday, November 11th. He stated that someone will call us and let us know it's ready to be picked up. Thursday came around, no call or email. I called the service department and the person I spoke with had absolutely no idea what was going on. They were clueless to the fact that there was even a Chevrolet Tahoe being worked on by the service department. He then proceeded to saying that Tim LaPlount was our service advisor and that Tim would call us back with more information. 4 hours went on with no call, so I then called asked to speak with our salesman Sean. They transferred me to his desk, no answer, so I left a voicemail. Friday came around, I called the service department again and once again they had absolutely no idea what was going on and our service advisor Tim was not available. I called the sales department again to be transferred to Sean. Once again, no answer, so I left a voicemail. After hours passed of neither Sean or Tim calling us back, I called the sales department one last time and they physically saw Sean walking and got his attention and told him that I was calling.. I then spoke with Sean who stated he would find out what's going on and call me back. He did in fact call me back, but stated that the service department just got the parts in and have not even started the repair yet. He stated that it would be done by the following Tuesday, November 15th or Wednesday, November 16th. Tuesday came around and Sean Stiff did in fact call us to come pick up the vehicle. We picked up the vehicle and drove it for about 2 weeks.
During these 2 weeks, the check engine light came on. In addition to this, we noticed that the vehicle was driving rougher than when we initial test drove it and before all of the repairs were done. I attempted to contact our salesman Sean once again. After 2 days and 4 to 5 calls later and leaving voicemail's, I finally got a hold of Sean because once again the sales department physically saw him walking in front of them and got his attention. I explained to him that we haven't even had the car for a full two weeks yet and the transmission sounds rough when shifting gears and that the check engine light is on. Sean Stiff stated to bring it in the next day for them to look at it. I brought it in the next day and spoke with Tim since he was our original service advisor. The car was left for about 6 hours. Please note that my wife and I both work full time and live in Redmond. That being said, we drove from Redmond to Bend to originally purchase the vehicle, drove from Redmond to Bend to pick up the vehicle after the initial repair, and than a third time to have it dropped off for it to be looked at it. During this time, we were greatly inconvenience by the fact that we had to share a vehicle to commute to work and we work completely different hours.
We received a call from Tim stating that the bank 2 downstream O2 sensor needed to be replaced. He quoted us nearly $300 for the repair. I asked Tim very clearly, if everything on the vehicle was checked out including the transmission and all the fluids, etc. Tim confirmed that everything was checked out and everything was the way it should be and that the bank 2 downstream O2 sensor was the only thing the vehicle needed. After paying $10,000 for a vehicle that I've had in my possession for only 2 weeks, I could not afford spending another $300.00 not to mention all of the money for gas I had to spend going back and fourth to Bend and it was clear that Smolich wasn't going to pay for the repair even though once again I just purchased a $10,000 vehicle from them. I than proceeded to replacing the bank 2 downstream O2 sensor by other means.
During this repair, I checked all the fluids in the vehicle. Upon doing so, I found that every single fluid needed to be filled up as they were running low or were completely empty. I found this funny as the service paperwork clearly stated that they replaced the transmission fluid and transfer case fluid even though the transmission fluid was nearly empty. In addition, the oil was BLACK and was not changed whatsoever. The sticker on the windshield for the last oil change stated that the return mileage for the next oil change was at 117,963 miles. The vehicle currently has 138,132 miles on it. That means that the vehicle has not had an oil change in over 20,000 miles! Really? The service center couldn't have done such a simple task such as change the oil and fill/replace all the fluids in the vehicle? AND, the fact that Tim flat out lied to us on the phone and when he told us the vehicle was ready for pick up and to my face when I picked up the vehicle is completely ridiculous.
After being completely aggravated by the customer service I've received from both the sales and service department, I replaced the bank 2 downstream O2 sensor and than proceeded to having the oil change immediately. During the oil change, I had to have the air filter and the windshield wiper replaced as these were both in poor condition as well. In addition to this, I had to replace both the reverse light bulb and the running light bulb for the vehicle. Once again, you would think that a big and well known dealership such as Smolich would have done all of these things that needed to be done before a customer would purchase a vehicle, especially for $10,000.
As of today, the check engine light has come on once again.. That being said, it is clear that the service department completely failed to even diagnostic the correct part that needs to be replaced. Not only is that disturbing, it completely makes me loose trust and confidence that any of the repairs that the service department performed were even done correctly or done with quality work. On top of that, the driver side door handle just stopped working and now I have to open the passenger side door and climb over the seats to even drive the vehicle. And to remind you again.. we paid $10,000 for this vehicle.
My wife and I feel like we were completely screwed over and now we're stuck with a vehicle that has problems that we owe $10,000 on. Due to this experience, we will NEVER purchase a vehicle from Smolich ever again nor will I allow any of our vehicles to be worked on there. I will also be sure to let all of my friends and family know to do the same. Thank you for the worst car buying experience that my wife and I have ever had. For as "creditable" as Smolich is supposed to be, if you have the decency to make it right, please contact us.