Tom Hackett | Page 4

"Unprofessional and Frustrating Experience" My sales representative was Che Bess who was a very nice man and a gentleman at all times. He told me that he worked for Castle Buick for about 7 year My sales representative was Che Bess who was a very nice man and a gentleman at all times. He told me that he worked for Castle Buick for about 7 years. It would have been better if he told me that he had only been there a few months because that maybe would have explained his performance. I met with him last week and discussed the 2017 Envision as both a purchase or a lease possibility. He gave me quotes for both a purchase and a 39 month lease as a resident of the City of Chicago. I wanted to make sure this was clear because I know there is a Chicago tax that applies and wanted to make sure it was included. I had further interest so I called him this past Saturday to get a quote for a 48 month lease and was told by the operator that he was with a customer and to leave him a voicemail message which I did. I did not hear back from him so I called him on Monday afternoon at 1:30. I was told again that he was not available so I left him another voicemail message. When I still did not hear back from him I called him again at 6:15 and was able to reach him. He said he did not receive my voicemail messages and appreciated me continuing to try and contact him. I told him I wanted a quote for a 48 month lease which he agreed to do. I AGAIN, reminded him that I was a Chicago resident and to make sure the Chicago tax was included. He told me he would speak to a manager and call me back in about 30 minutes. I did not hear back from him the rest of the night. I texted him at 9:30 PM after hours and told him that he must not want my business since he fails to get back to me. He apologized and said that it got very busy at the dealership but that he would call me first thing in the morning. He called me in the morning to verify that I wanted a 48 month quote and my residency. Once again, I told him the city of Chicago. He said he would get back to me in about 15 minutes or so. He called me back 2 hours and 45 minutes later to inform me that the 48 month lease price would be $414.03 per month with a down payment of $3,148.00 plus the 1st months lease payment. I asked him if that included all the charges, doc fees, etc., and the city of Chicago tax. He said yes, it includes everything. I told him that was agreeable and that my wife and I would come in that evening to test drive the car. We test drove the car and agreed to lease it at that price and gave him a $200.00 deposit. We also gave him our social security numbers and financial information and permission to run a credit check on us. It was already late in the evening so we set up an appointment to come in the following evening at 6:30 to pick up the car. Before leaving I told Che that I didn’t want any hidden cost surprises at the last minute that sometimes come up with some car dealerships. He assured me that there wouldn’t be. At 5:50 PM, 40 minutes before we were to arrive and pick up the car, Che called me to tell me that there had been a mistake on the payment. He said that the 48 month quote had been computed WITHOUT the City of Chicago tax included. I was in total disbelief after reinforcing that point in every conversation. I told him that we had discussed that fact multiple times and that he had assured me it was included. I was very upset so he told me to come in and speak to a manager. We came in and met with Tom Hackett who reviewed the whole circumstance with us. I told him that it was not our fault that they made the mistake. I reminded him that I waited patiently on Monday and Tuesday for Che to get back to me so they had plenty of time to review and make sure they were giving me the correct quote. Tom told me that he could not stand behind the $414.03 payment and the actual payment would now be $458.92 per month. I asked him if they would split the difference in the discrepancy and make the payment either $452.00 or rounded down to $450.00 per month to compensate for their error. He said he could not do either unless I put down an additional $700.00. I told him I would not do that because that would be like raising my payment, not lowering it. I asked him about a cargo area floor mat and he said I would have to pay for that. He told me he would add a 2nd year of free maintenance to my transaction. I asked what that included and he said basically tire rotation. How often do you rotate the tires on a 10,000 mile lease and what is the value of one or two tire rotations? Minimal. In the meantime, I had already acted on the $414.03 quote by contacting my insurance company with the VIN number and added it to our policy. I brought our current car that we are replacing to my auto mechanic who is going to sell it for us and removed the license plates and vehicle sticker that we will be transferring. We could have cancelled the agreement to lease the car from Castle and reverse those other things. However, that takes additional time and time costs money too. With those things considered, my wife and I discussed it after asking Tom and Che to leave the room and we agreed to accept the car with the $458.92 payment. However, I can tell you that we are not happy. Instead of coming home feeling good about acquiring a new car, we came home with a headache after the whole process from start to finish. I didn’t get my payment lowered and I didn’t get any other form of compensation other than a free tire rotation or two so I have no problem letting everyone know we were not satisfied. We did everything right on our end from being patient, staying loyal to a sales representative, and accepting your new price based on a Castle Buick mistake. By the way, we also have 3 other Castle Chevrolet purchases in our home since 2011 and have 2 older model Buicks serviced in your Service Department over the years. We are repeat customers and most companies bend over backwards to satisfy good customers. That didn’t happen here for sure. And, to add insult to injury, when we went out to the car to drive it home, the license plates had been put on incorrectly. The plate with the sticker had been put on the front instead of the back so I had to stand out in the cold and help get it corrected. Che, the 7 year veteran had put them on. I will be adding this summary to the online review and the General Motors survey as well. More

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The con starts the minute you walk in the front door My appointment was to be with Driana, whom I have found out is not a sale person at Castle Buick. I am escorted to a desk belonging to Ernest by Ernes My appointment was to be with Driana, whom I have found out is not a sale person at Castle Buick. I am escorted to a desk belonging to Ernest by Ernest. Then another man comes out to tell me Driana is busy and I am to work with Ernest. Gee I was already at Ernest desk. I get to take a short test drive. While the mechanic helps determine the value of my trade in. I still have no idea how the vehicle handles on the interstate. Ernest stated if I like the car during the short test drive I could drive it longer. Which never happened. Another lie. To make matters worse Ernest over charged my credit card $500. This overcharging was due to Tom changing things on one sheet of paper. I was never given the bottom line of total costs broken down until I was to sign the finance papers. Wrong time to surprise the buyer. Or shall I say shock the buyer. Then Oscar gets to explain the extended warranty and gap coverage and tells me the total cost for both is $495. Another lie, it was around $2,500 for extended warranty and around $895 for the gap coverage. I learned about this lie when I was in financing. Then the guy in finance is a real piece of work. Has you sign everything before showing you the breakdown of the cost paperwork. Refused to provide me with a copy of the breakdown of the invoice and sticker. When I tell him I am feeling ripped off he brings in the salesman Ernest and blames him. As a former IRS auditor, I find the business practices at this dealership highly unethical and very questionable. I was given the extended warranty as a reduction in the price of my vehicle but then was forced to sign paperwork stating the dealership will not up GM parts. This was their attempt to make me happy. It only pissed me off more. Like I said before, another lie. The thing is Ernest and the finance guy were both informed that I was an IRS auditor and the finance guy was told I report fraud to the Illinois Attorney General’s Office. Guess who I contact next. I was prequalified for GM financing at another dealership. So I made the assumption that Castle used GM financing. Wrong. They use Bank of America. I once thought the biggest mistake I made was marrying my ex-husband but it is now doing business with Castle Buick. More

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WORST EXPERIENCE EVER BUYER BEWARE This was a bad experience with Tom Hackett and Dan Brasil. I test drove a Lincoln MKS Monday, October 23rd and returned Tuesday, October 24th. When I This was a bad experience with Tom Hackett and Dan Brasil. I test drove a Lincoln MKS Monday, October 23rd and returned Tuesday, October 24th. When I returned they started the buying process; when they found out I had my own financing they starting the GAMES! Tom Hackett stated the price wasn’t $16,477 anymore (as listed on the website) because they wouldn’t get rebates and incentives; so the price was $1,000 more. When I wouldn’t agree to price change Dan and Tom said the best they could do was $300 more. After that plan failed they gave me a bill of sell for $16,776. I told them the price is $16,477 Dan said there’s a $299 fee for etching. What is Etch fee? Dan and Tom said I had to pay for the car vin number being on the doors, hood, and trunk. I was confused because Castle is the only dealership that makes a customer pay for this service that I didn’t request. I asked Dan to show me the etching on the car doors and it was JUST a sticker. After the run around I took the suppose to be bill of sell (a print out with the backdown of the extra etching fee) to my bank which didn’t accept it because they needed the original bill of sell. Upon my return Dan said he would fix the bill of sell and remove the etching fee; after being gone for 10 minuets he returns and try to sell me a Lincoln MKZ. I told him i want the MKS then the bomb drop; Dan said the car was SOLD to her bosses family member and he didn’t know. I spent Monday testing a car, five hours in the dealership on Tuesday, working with Tom and Dan to be discriminated against because they don’t want to sell a car to me because I had my own financing ready. Buyer don’t SHOP HERE! I still have the BILL OF SELL. More

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Who Knew This dealership was not too far away from my house. It was like finding that pot of gold. My salesman Ernest Bell was busy but he remembered us from o This dealership was not too far away from my house. It was like finding that pot of gold. My salesman Ernest Bell was busy but he remembered us from our previous car shopping trip Ernest knew the business from A to Z. Tom Hackett O.M.G. he worked on my deal until we made it happen. I would buy a car from this pair anytime so I did just that and so should you., Dan thanks for getting me in and out true professional in the finance department. Just a great place to do business thanks Castle Team you rock. More

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Purchase of Denali 1500 The process was painless but slow There was no pressure or hard sell I look forward to the lifetime free oil changes and free tires The process was painless but slow There was no pressure or hard sell I look forward to the lifetime free oil changes and free tires More

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great staff Got my 2013 buick encore and can not be happier with it thanks paul and tom for making it quick and easy will recomend to friends and family !!!! Got my 2013 buick encore and can not be happier with it thanks paul and tom for making it quick and easy will recomend to friends and family !!!! More

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Very professional and knowledgeable Everyone in sales and service are very good in what they do, also they take very good care of the customer's. They are great people and before you lea Everyone in sales and service are very good in what they do, also they take very good care of the customer's. They are great people and before you leave, they make sure that you are very happy, and satisfied with their work. That's why I will always go back to Castle because they know how to treat the customer, and they give you great service... More

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Good Experience Everyone was friendly and helpful. Brandon Rowe was our sale person and was very knowledgeable. Ask for him. Tom Hackett helped us get the best pric Everyone was friendly and helpful. Brandon Rowe was our sale person and was very knowledgeable. Ask for him. Tom Hackett helped us get the best price. More

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Review The experience here was better then other dealerships in the past. They were straight to the point. They were able help find the car I was looking for The experience here was better then other dealerships in the past. They were straight to the point. They were able help find the car I was looking for and need. Very professional. More

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Easy Sales Transaction - EVEN BETTER Post-sales Experience. I purchased a used 2015 VW Jetta from Castle. I received a good deal on the car and found Tom Riggio to be a very professional and down to earth sale I purchased a used 2015 VW Jetta from Castle. I received a good deal on the car and found Tom Riggio to be a very professional and down to earth sales person. No pressure to buy, but rather a very helpful sales person who took an interest in me as a customer. Shortly after taking delivery of the car I experienced a mechanical issue with the vehicle. Upon calling the dealership to inform them of a problem, Sales Manager Tom Hackett went into action to call a tow truck and had it towed to the dealership. Although some other issues came into play during this experience that were clearly not up to dealership standards, I have to say that Castle made EVERYTHING right for me, the customer. General Manager Joe Genna contacted me personally to assure me that the mechanical issue would be fixed and all of the expenses associated with the repair would be covered by the dealership. In an age where customer service can either be really good or really bad, Joe and his team reassured me that they would make it right. AND THEY DID! The car was repaired and I am able to drive the vehicle having the peace of mind that it is mechanically sound and safe for my family to drive. Buying a car can be a stressful event as it is. Having a mechanical issue with the car I just purchased was even more stressful. Joe Genna eliminated my stress by taking personal responsibility of my situation to make sure I was satisfied. In the end, I have a great car and a trustworthy team of professionals at Castle Buick-GMC when I need them! Thanks Castle! More

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