If no stars were available to select, then I would have given them zero stars. This car buying experience was and still is today a complete nightmare. On April 8th, 2021, I purchased a used 2020 Tahoe. Before leaving the lot the hide-away step malfunctioned. I was about to walk from the deal but Michael said "We'll get it fixed real quickly and you can be on your way". The tech looked at the part and said come back next Saturday and they could fix it. Now I live 45 minutes away, so a round trip is 1.5 hours. I drive to the lot, on the next Saturday and they let me know that they need to order a part and it should arrive in 2-3 days. I leave and wait two weeks but no phone call from Michael or anyone from the service department.
I call Michael and he says "What, it's still not fixed?" He said he would call me back but never did. I went back and forth with him for about a week or two. Fed up I submitted my first BBB request. I do not hear anything. I file a second BBB request and I get a call from Brandon the Director. And this was around 2 months after purchase. Brandon tells me "Why did you file a BBB request, you could've just reached out to us." If I were getting assistance then I wouldn't have submitted the complaint, doesn't take a genius to figure that out, but maybe Brandon is a little on the slow side, who knows.
Brandon said he found the part and should take 2-3 days to arrive (a phrase that is beginning to sound familiar). I don’t hear anything from Brandon for 10 days. Fed up I file my 3rd BBB Request. Brandon calls me the next day and let’s me know the part is in. I ask him how long will it take to fix and he said 20-30 minutes top. I set the appointment at noon on Saturday. He said ask for Will Lucid and he’ll get take of it and get me on my way.
I arrived at the lot again and ask the tech, Tyler Reiter how long will the fix take. He said 2-4 hours. Frustrated I let him know that I cannot be there that long, I had a meeting 2pm. If it takes that long, then I’ll contact BBB again to see my options. Tyler gets in my face and says “Are you trying to threaten me”. I told him “Take it easy young man. The only way someone contacts me from your business is when I file a BBB complaint”. I go into the waiting room and Will Lucid comes to me and says they ordered the wrong part. I was at my wits end at this point. He constantly kept repeating I’m so sorry, I’m so sorry”. He said the part will be there in 2-3 days and he’ll call me. Cut to Thursday, 5 days later and still no call. I call Will because no courtesy call was made. Will said he’s so sorry he didn’t reach out to me. Said the part hasn’t been shipped yet.
It’s been 100 days since I bought the car and I still have a Tahoe with a broken hide-away step. Also, every time I start the car an alarm goes off, has to do with the step not working. There are two other Chevrolet dealerships in Las Vegas, Findlay and Henderson Chevrolet. If you don’t want a migraine go to the other lots.
I have over 15 years’ experience at the executive level for multimillion-dollar corporations. It is very apparent this company or the managing entity who runs this car lot is inadequate in doing their job. There are clear gaps in communication from top to bottom. Employees seem miserable, due to low pay compared to market competitors and horrible benefits. Could also be negative managing styles. There is no value placed on taking care of the customer’s needs.
I’m surprised this business is still operating, well by the look of the traffic in the lot I see that it’s definitely hemorrhaging revenue and getting burned at the EBITDA line.