East Hills Chevrolet of Freeport

East Hills Chevrolet of Freeport responded

Dear Chevy, Thank you for purchasing your Chevy Traverse from us. We appreciate your business and the feedback you wrote about Erick. We wish you all our best. Stay safe! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Auto Group pwolhar@easthillsjeep.com

East Hills Chevrolet of Freeport responded

Dear Mssju65, I'm sorry we got backed up yesterday. Guilty as charged. I'd like to offer you a complimentary oil change for your first service for your and your wife's troubles. Simply bring this communication with you when you bring in your Chevy Traverse for your first oil change. We appreciate your business and we wish you only the best for a wonderful 2020! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Auto Group pwolhar@easthillsjeep.com

East Hills Chevrolet of Freeport responded

Dear K, Thank you for purchasing your vehicle from us. I apologize for any wait time. We are constantly trying to find ways to shorten this time. I realize we have to do a better job. We appreciate your business and we wish you all our best. Stay safe! Sincerely, Phil Wolhar Chief Marketing Officer East Hills Auto Group pwolhar@easthillsjeep.com

East Hills Chevrolet of Freeport responded

Dear Dad, We don't know who you are so we can't provide a detailed response specific to you. We don't even know what day this occurred. If you'd like to provide this information, we could certainly assist further. That said, negotiating a price for a vehicle on our sales floor can sometimes differ from the price that our finance department provides. On the sales floor, we're negotiating the price of a vehicle. That's a price we would sell a vehicle to you. If you have to finance your purchase, the relationship grows to include our finance department. The banks that lend money for leases or purchases lend money based on a client's credit history. If a client falls into a category outside of what the bank requires (Tier 1, for example), the increased interest rate that follows a lower tier would increase your payment. It is also possible that the lease price negotiated with our sales managers did not include your town's sales tax, DMV and other fees and this adjustment would have raised the price of the vehicle you were buying as you thought the price our sales team gave was the final price. Regarding a grown woman crying.... I submit there are a lot of reasons why this may have occurred. While 9 hours is a long time, perhaps the question is why would she have waited 9 hours. Bruised credit? No bank would underwrite her loan? She couldn't get insurance? She didn't have the title to the vehicle she was trading in? She was waiting for her co buyer who was late? There are many more reasons. It's hard to respond to your comment. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Auto Group pwolhar@easthillsjeep.com

East Hills Chevrolet of Freeport responded

Dear Jessica, Thank you for bringing this matter to my attention. I appreciate what you wrote and the shout out to Ronny. I received the below response to your review from my Service Manager: "She brought in the car with a stalling concern. At first we found a purge valve leaking which was covered under emissions warranty. She came back a week later stating the car was bucking with a check engine light on again. Going deeper we found an issue with excessive blow-by (Air getting past the piston rings) in the engine. At this point we took the valve cover off to start doing extensive diagnostics and we found a massive amount of sludge in the engine. We asked her to provide record of maintenance, which she could not do. I believe she never changed the oil in the 35,000 miles she owned the car. She never claimed the 2 free oil changes she has with GM. With the amount of sludge in the engine we did recommend an engine replacement. In her statement, in my opinion, she is clearly lying about the repairs the outside shop did maybe besides the spark plugs, which would be a band-aid fix because the new plugs will get caked with oil in time and cause the same concern she has now. There's no way she had "engine modules" replaced either." Google is not allowing me to upload the photos of your vehicle's engine that we took. The hours alone to clean up your engine would be more than the cost of a new engine. This doesn't really leave us anywhere. We have a difference of opinion on how to repair your Chevy Trax. I hope what the outside garage did will fix the issue once and for all for the long term. Should it not, I would appreciate the opportunity to assist you further. Sincerely, Phil Wolhar Chief Marketing Officer East Hills Auto Group pwolhar@easthillsjeep.com