Capital Chevrolet

Capital Chevrolet responded

Stacy, GM should have tried to contact you by now to have the retrofit installed but I can not look into this with the information contained in this review or the other reviews you have posted online. If you would like to provide some additional identifying information, full name, phone number, email, I would be happy to look into this.

SPD responded

Not a good enough response. Who’s your Francise owner or CEO for Capital Chevrolet | Wake Forest? I sent a message to the wrong CEO / President last night. I sent an email to Jay M. Ferriero | President & Chief Executive Officer of Capital Automotive with the subject: Leadership starts at the Top: Capital Chevrolet - Wake Forest, N.C. (no one from this location has reached out about my Chevy Equinox Purchase from May 2022) Brian Anctil - Dealerships General Manager never returned my Call Today as Promised (Customer Service “told” him I called from 1st Communication outreach - 04.20.2023). 1 year later no chips for heated seats (May will officially mark 1 year). His response: “Dear Stacey I am so sorry for your experience. Unfortunately my company is not an owner of that dealership. We don’t own any operating dealerships. We finance auto dealers and are often mistaken to be a dealer group by our name. You have a well documented complaint, and I hope the dealership resolves it promptly for you. If you can’t seem to get a response from calling the store management, you might try asking for the owner. Again, I don’t know who that is, but usually they are most concerned about their reputation.” Everyone has someone that report to higher than your General Managers. I was not expecting a response. I wish I could give this place a zero star. Have a great Friday!

Capital Chevrolet responded

Stacy, If you would like to provide the information I requested I would be happy to try and help resolve the issue. Part of the paperwork completed with vehicle purchases that required a later retrofit included a customer acknowledgement. I am not able to determine if your purchase included this document because I am unable to determine the specifics of the purchase so I can locate the information. Our General Manager is Mr. Casey Best and we are part of the Capital Auto Group. If you need any additional information, please let me know.

SPD responded

At this point your request is irrelevant because you are not addressing my root cause issues and this is no longer a “simple” root cause solution. This conversation is not just about the missing chips that have been missing for a year. See the link below and all the safety recalls from GM? How would you like to address the safety of myself being a Mother of an only child should the fuel injection cause another instant stop at the stop sign? jhorner@capitalchevroletnc.com said to send him an email and I forwarded the email to him that I would have forwarded on to your Franchise Owner. You’re on Glass Door and there is no CEO or Owner listed to see how Employees like their company. https://www.glassdoor.com/Reviews/Capitol-Chevrolet-Reviews-E4694584.htm https://gmauthority.com/blog/2023/02/chevy-equinox-recalled-for-inadequate-fuel-pump-flow-issue/ Direct Quote from GM: “GM notified the National Highway Traffic Safety Administration or NHTSA of the upcoming recall on January 19th, 2023. Repairs are not yet under way as of early February 2023 because the status of GM’s recall is still pending.” Again, I repeat what I said on Edmunds.com: you sell LEMONS and it’s called the Lemon Law: https://www.edmunds.com/dealerships/NorthCarolina/WakeForest/CapitalChevrolet_1803143/fullsales-2726346949923717120.html?locationId=1803143 https://ncdoj.gov/protecting-consumers/automobiles/lemon-law/

SPD responded

See uncaring and cold response from Digital Marketing Employee Jay Horner from Capital Chevy’s response. Proof that they do not care about their customers driving a Lemon even after providing them all the details. Stacey, I am sorry to hear about your disappointment in the 2022 Equinox and I understand your frustration. After reading your email I was able to locate the information associated with your vehicle purchase and I pulled up the open recalls on your 2022 Equinox. It does not appear that your vehicle is part of the fuel pump recall, N222372310, you mentioned and you can check the open recalls using your VIN at the website listed below. https://experience.gm.com/ownercenter/recalls Regarding the heated seats, the manufacturer contacts customers when a recall is issued and they also initiate contact when parts become available to remedy the recall. From what I can tell GM issued the Manufacturer Customer Satisfaction Program notice on September 15th 2022 and the retrofit could have been completed after that date. In your email you mentioned that your husband took another job with Kraft and you relocated to IL, was the move around the same time? You are able to contact your local GM dealer and they can take care of the current recall on the heated seats. As the selling dealer, we cannot be held responsible for any defects resulting from manufacturing and if you believe your vehicle is a lemon, I would advise contacting Chevrolet or General Motors customer service. Based on the information you have provided and I am able to locate, it does not meet the criteria to be considered a lemon. In order for a vehicle to be covered by the NC Lemon Law it must meet all of these criteria. The problem occurs in some part of the vehicle that is covered by the manufacturer’s warranty and you are within the warranty period. It does not need to be something that keeps you from being able to drive the car. For example, faulty air conditioning or peeling paint could be considered defects under the Lemon Law. You tell the manufacturer about the problem in writing and give them a reasonable period, but not more than 15 days, to fix it. The manufacturer makes “a reasonable number of attempts” to fix the vehicle. This means that the car has been repaired for the same problem four or more times, or that it has been out of service a cumulative total of 20 or more business days during a 12-month period of the warranty. The manufacturers’ efforts to fix the vehicle fail. Under the law, they must either replace your car or buy it back. You get to decide between a comparable new car and a refund. I hope this information is helpful and if I can be of further assistance, please let me know. Kind Regards, Jay Horner Digital Marketing & Customer Relations Manager at Capital Chevrolet

SPD responded

I wish this was the President of Capital Chevy in Raleigh/Wake Forest because this is how a Leader responds when a customer tells you that they purchased a Lemon. Original and full email sent to Jay Horner ~ Digital Marketing & Customer Relations Manager at Capital Chevrolet. And Jay Horner gave that ^ response after reading full email. “Dear Stacey, I am so sorry for your experience. Unfortunately my company is not an owner of that dealership. We don’t own any operating dealerships. We finance auto dealers and are often mistaken to be a dealer group by our name. You have a well documented complaint, and I hope the dealership resolves it promptly for you. If you can’t seem to get a response from calling the store management, you might try asking for the owner. Again, I don’t know who that is, but usually they are most concerned about their reputation. Warm regards, Jay Jay M. Ferriero President & Chief Executive Officer”

SPD responded

Original email sent to President that I thought was President of Capital Chevy ^. Some parts of my email have been removed due to privacy, but full email was sent to Jay Horner Digital Marketing & Customer Relations Manager at Capital Chevrolet. Happy Thursday! I was reading your bio and I saw you went to a Big Ten school. My alma mater is Penn State 💙. I was adopted and raised by an Electrical Engineer where his ancestors are from Prague, Czech Republic. My adopted Dad taught me the difference of sounds for car engines & how healthy cars versus unhealthy cars are supposed to sound when driving on the road because my adopted Dad wanted to insure I was prepared and stayed aware of the sound for cars that were made in good and bad condition. He has no other children except me. The engine on my SUV at 20,300 for a 2022 sounds “off”. Granted my adopted Dad only worked on Hondas and Volvos at my childhood home in Cary, N.C. and car engines have evolved over time, but your Capital Chevy dealership in Wake Forest, N.C. is selling lemon cars, hiring sales associates who are not giving customers like myself all of the variables to make a solid unequivocal decision on a car or SUV, and I am hoping you look deeply into this location. Today was my first attempt in informing the dealership at Capital Chevrolet (Thursday, April 20th) that I still do not have my heated seat chips in my LT 2022 Equinox that I bought in May of 2022 last year from their dealership. My adopted Dad got his Volvo chips in Cary, N.C. faster than me. Since I work in Corporate America, I am very aware of the supply chain issues, but we are coming up on one year where I have had no chips to operate the functions of my 2022 heated seats in my Equinox for all of winter. Since I relocated with my Husband from N.C. to IL because my Husband got offered an amazing opportunity at Kraft Foods Inc., the heated seats would have come in handy. Since I keep my Equinox in the garage where we live on the really cold days I take my Husbands 2019 Honda Civic. The Customer Service Woman I spoke to today at Wake Forest Capital Chevrolet asked me who my sales person was? I said: Keyanka Bailey. The Customer Service Woman told me today that Keyanka Bailey no longer works at Chevy Capital. This is very frustrating because Keyanka Bailey never told me that the 2022 Chevy Equinox that I purchased and currently in my possession had no heated seat chips and that the chips were on backorder due to supply chain issues. A customer is supposed to know all of the positive and negative variables to make an informed decision. If I had known, I would have kept my Trax that my Husband got for me, paid it off, and went back to the Honda and Volvo family. Unfortunately, Keyanka told me this after I had signed the finance paperwork and finalized the documents to my 2022 Equinox. By the way, they just took her Employee Picture down today on Thursday, April 20th, 2023 (I got the screenshot before they removed her from the Staff Directory). If you go to this link, Keyanka Bailey still appears as a Sales and Product Specialist. I also told The Customer Service Woman at Chevy Capital today that someone has already hit me from behind because my car stalled at a stop sign, I never thought anything of it, and than this week I see a link for recalls and articles for Lemons pertaining to the Chevy Equinox 2022. I told the Customer Service woman at Capital Chevy Dealer that I think my Equinox has a faulty fuel injection pump issue and I am afraid that I am going to stall at the wrong time. Direct Quote from GM: “GM notified the National Highway Traffic Safety Administration or NHTSA of the upcoming recall on January 19th, 2023. Repairs are not yet under way as of early February 2023 because the status of GM’s recall is still pending.” The Customer Service woman at Chevy Capital asked what kind of resolution am I looking for? The Capital Chevy Customer Service woman (no I do not remember her name), but she apologized profusely and said Brian Anctil - General Sales Manager at this location would be in touch with me today to get this sorted. Nothing from Brian Anctil - General Sales Manager. Crickets. This is about Ethics, Integrity, and doing right by a customer who has a faulty Chevy product. Last year I was a repeat customer. Should no resolution come of this, fine. I use to love Delta Airlines until they stranded my son and I in Boston airport (I was leaving my Mother-in-laws home). This was the first summer after restrictions had been lifted from the Pandemic. I get to the Delta counter at Boston Logan Airport and the Gate Agent tells me: I can possibly fly out the next day, but definitely not today (a Sunday) because there was a flight crew shortage. While I do have a Delta Amex, I will never fly Delta again. I only fly Southwest and I tell anyone in my circle who travels for work to fly only Southwest because I’ve yet to be on a Southwest flight that has a flight crew shortage. What I do remember about that atrocious Delta experience is that I knew I wanted to be home in my own comforts. I missed my dog that I had boarded at the Vets while my son and I were traveling with the in - laws. I went to the Hertz Counter, got into my mini van and drove home. I love Hertz to this day and not because of the mini van, but because the Hertz Manager that day in Boston showed empathy and corrected what little she could.. my point here: it is not about good customer service it’s about how one person can change your perception on your current reality of a really bad customer service experience. When I got into my rental mini van I forgot how good the end result feels when you have quality inst of quantity employees as the “face” of your company. Right now, Brian Anctil - General Sales Manager is the face and Leader of your Executive Sales Team & I can see the D.E.I. on your Executive Team, but I am having a hard time seeing the D.E.I. on Brian Anctil’s team. or me, I can have a crummy experience on a hotel or on a flight, but whether or not I return is based on how the company and/or organization makes me feel at the end of my experience. Right now Chevys are the worst. I miss having a Honda because I have never had an experience like this from a dealership. Same reason I love JW Marriott’s for work travel or being a Hilton Diamond Member. Neither of these hotel chains are perfect. Have I had bad experiences at either one? Absolutely! In the end, before I leave and especially if either hotel was a bad experience, I always go back. Why? Because these 2 chains always say the same line, but it works: “Thank you for being a valued customer. We went ahead and comped your stay because the mistake was on us” or “Thank you for being a valued customer. What can we do to ensure your business?” The arrogant behavior of Brian Anctil - General Sales Manager at Capital Chevy is assuming I am still going to be a repeat customer after this without any resolution is unfortunate. Still.. this is by far the worst car buying experience I have ever had in my entire life. This is only my 2nd Chevy and depending on the dissolution or resolution for this Chevy Equinox 22 remains to be seen as to whether I will stay with the Chevy family or part ways and go back to my Honda. If nothing comes of this, the upside my Husband and I will be complete in paying for our H.S. Seniors private school tuition in May 2023. I can double my payments and go back to the Honda and/or Volvo family. Since my MVA, the Equinox 2022 is a horrible driving experience because I am so worried that my car is going to stall again at a stop sign and next time I won’t be so “lucky” or next time my only child (who graduates from St. Thomas M. H.S. in less than 60 days will be in the car with me) and he’ll be injured. I am not a betting person and I work with enough Executives and have friends who are Executives.. If I were betting, I am guessing this will go to your trash and/or junk mail. If it’s not documented, it never happened. Pictures below: back of my 2022 Equinox SUV from stalling at stop sign and being hit from behind. My first ever car accident in the 3rd decade of my life (2 more years and I start the 4th decade of my life). All I want is a resolution and to my 2022 Chevy Equinox be taken off my hands from Capital Chevrolet so I can feel safe and reassured in driving my SUV. Yes, this will involve me driving from IL to NC which is not a waste of time ever because I love seeing my adopted Dad. “It’s not what you do, it’s how you do it. It’s not what you see, it’s how you look at it. It’s not how your life is, it’s how you live it.” Have a great night!

SPD responded

Update: 04.25.2023 - Solution: contact Chevrolet Headquarters (Detroit,MI) through Social Media If you ever have any issues with a dealership including Chevy, contact Corporate. You know how you get those questionairres in the mail or by email from the dealership on how a dealership is treating their Customers right after you purchase a car from them? Well reach out to Head Quarters and Head Quarters \ Corporate in this case Chevrolet will send you the documentation to submit a formal complaint against the dealership because each dealership is an "authorized dealer of Chevrolet" or where ever you may have purchased your MVA. While each dealership is owned seperately, if enough customers lodge a formal complaint with Chevrolet Headquarters.. just like anything else.. It will be insvestigated.. Can authorized dealerships lose their authorization from Corporate due to enough formal customer complaints and audits from Chevy Headquarters? Yes. Send Chevy Headquarters in Detroit a message through Instagram (the platform I used where Chevy Corporate HQ responded to my complaint for Capital Chevy ... Right away). "Thank you again for bringing this to our attention. The last thing we want is for you to feel this way at a certified Chevrolet dealership. Moving forward, if you're interested in filing a formal dealership complaint to Capital Chevrolet, we can certainly assist you moving forward. Please know, filing a dealership complaint makes the dealer aware of your dissatisfaction and gives them the opportunity to improve their processes to provide better experiences for our customers. Because our dealerships are independently owned and operated, how they move forward with this information is at their discretion. If you'd like us to submit a formal complaint, please let us know. Additionally, our team here would be more than happy to help you locate certified dealerships near you for a diagnosis of your Equinox. If interested in this, please provide us with your zip code. We'll keep an eye out for your reply in the meantime."

Capital Chevrolet responded

Mr. ATS Driver, Thank you for taking the time to provide feedback on your recent experience with us. I have tried to locate your information and the specifics of your visit to the dealership, unfortunately, I was unable to locate your customer profile with the information contained in your review. I am sorry to hear about your recent experience and if you would be willing to provide some personal details to help me locate your information, it would be greatly appreciated. In our efforts to provide the best automotive buy experience, customer reviews and specifics are of great value and provide the insight needed to fine tune our processes and help ensure it does not happen in the future. jhorner@capitalchevroletnc.com

ATS Driver responded

Sir The car/deal I was referring to in the cars.com review was a deal I was working with Dustin and Violet since April 3rd. Per the request of Dustin, I took about 10 photos of the 2019 BMW 330i X-Drive and texted to him to verify what Kelley Blue Book calls “Instant Cash Offer” on the trade before I drove from Jacksonville, NC to Wake Forrest. Dustin agreed the value was “at least that” via a text I still have. On April 7th, I took a day off work to drive up and purchase the 2017 Cadillac ATS coupe V6 AWD with 52,000 miles. I knew I was about $7500 upside down, and I had a check from Navy Federal Credit Union for $35,000 written to Capital Chevrolet with that vehicle’s VIN printed on the check. I had an extended warranty that I would get back the money once cancelled, so I was willing to use that money if needed, but we should have been close. Upon arrival, I was passed off to Julian. Julian was new to Capital Chevrolet, but worked his butt off to make my experience go well. Unfortunately, the manager he went to for the numbers was either high, thought I was an idiot, or just not read in to the week worth of work I had done to get there. He sent Julian back with $42,000+ OTD. The trade was over $2000 below the Instant Cash Offer price, the sales tax was $1600 and not the ~$120 that it would be for sales price minus trade value, and I didn’t even look at what else he had on there. I could tell Julian was embarrassed as he and I had discussed how long I had worked on this and how easy this deal should be for him. I explained that I had driven over 2 hours in the rain on a cold Friday that I took a day off work just to pick up this car. I politely asked for my key back and started to leave. The manager came over and told me I should “put some skin in the game.” He said he knew I didn’t drive all that way not to get a car. We he was right, but I also didn’t drive all that way to get taken advantage of either. I was able to get a 2018 Cadillac ATS Sedan V6 AWD with 45,000 miles for $36,600 OTD. See, a year newer, 7000 miles less, and the $1600 extra was the amount of the extended coverage I am getting back. I am proud that your dealership has earned awards that I hear about on the radio at times when I visit my daughter at NC State. I can only assume the manager I had to deal with are not part of those deals. Respectfully James Moore

Capital Chevrolet responded

Mr. Moore, Thank you for the information, please allow me some time to review the information and speak with the parties involved.