Feldman Chevrolet of New Hudson

Very frustrating experience even worse than the prior four purchases made at a Feldman dealership. Poor preliminary/prep work done: no follow up with warranty options for us to review prior to the purch four purchases made at a Feldman dealership. Poor preliminary/prep work done: no follow up with warranty options for us to review prior to the purchase, did not ask about GM Rewards Bonus $ until we brought it up when making the purchase, asked for a copy of a document we signed a few days prior to the purchase that we did not get a copy of at the time of signing and never heard back, we asked for that document at the time of purchase and was told it was shredded, but it really wasn't. After finally getting hold of that document, we left it on Greg's desk where he explained all our stuff would be safe while he took us on a tour of the vehicle. After returning and finally getting in to see the finance guy, Steve, we noticed the document was missing from our paperwork. I went back to Greg's desk to find it, but it was not there. Lo and behold, Steve had it (how did he get it unless someone shuffled thru our paperwork left at Greg's desk while we were away?). During the vehicle tour by Greg, we noticed the washer fluid reservoir was empty. Greg had it filled as he also attached our license plate which we noticed later was loose and rattling. During our time with Steve, he explained the financing we explained we were pursuing only for the $250 cash back and would pay it off immediately afterwards surprisingly required us to pay four months worth of payments (Steve guessed, but was not sure). So we asked for documented evidence of how many months we were required to pay before settling the loan. Note that earlier during the vehicle tour, we had been told by Lauryn we would receive 1 year of free onstar service. When we tried to sign up at the time, the onstar agent explained there was no offer for a free year of onstar and that instead, 1 year of free "mychevy" app service would be provided. (we also spent considerable time debating if the MyChevy app was free since it was the last time we bought a car in 2017, neither salesperson knew. I find this hard to believe that the dealership does not have a cheat sheet of this type of info. They explained that GM change their offers frequently and it is hard to keep up with. I find that a poor excuse and just laziness or worse not wanting to inform the customer of the truths). I asked Lauryn where she got her info about the free onstar and she said she "heard it from someone". She also said that she sold 20 cars in the prior month that she had told them this. She seemed to feel bad for relaying bad info. That is why I asked Steve to confirm the 4 months of payments. Turns out the document he provided required 6 months, not 4. And that I could not make a copy of the document, so he let me take a picture of it. We asked for a copy of all the documents we signed, and was made to feel uncomfortable in asking such a question. The whole process took 5-1/2 hours to complete. I complained to Steve's boss (can't recall his name, but he had a beard) and lost my temper and used the word "friggin" in explaining something. The boss raised his hands and exclaimed "WHOAA" in reaction to my use of "friggin'". I apologized and continued my complaints. We explained multiple times as the day dragged on that we had other shopping to do and needed make 4:00 mass that afternoon, but no sense of urgency on Feldman's part to get us out of there. Again...5-1/2 hours to finalize a purchase that needed time to review stuff we should have settled prior to our coming in. A few more notes, in talking to the sales people prior to the purchase we explained that we planned on paying off the loan the next day or as allowed as we were only doing it to save 250. Neither sales person commented that there was 6 Month payoff min. That dropped a savings to around 120. Had we had this info we would not have financed. A good salesperson would have pointed that out. Of course Feldman may have an incentive to get customers to finance so that may be why they did not tell us this. We also told the finance person this and as mentioned he did not even know how long the min was. I find it hard to believe that a finance manager that does this full time would not know this info. I know the rules change as GM modifies programs but a finance person should be able to keep up this. Both salespeople, when asked to provide warranty options and pricing, told us they do not have the info and told us the finance manager would review our options with us. I specifically asked to see options. They assured me that the finance person would have that info. On the day we picked up our car (appointment started at 11 and we did not see finance director until 2:30 due to delays with delays with trying to get the correct paperwork (the infamous missing form I signed. Also the finance person threw it back into our face that we had delayed the process and his was part of it... not our fault), understanding the numbers on the paperwork and dealing with the miss information about free onstar due to missing seat chip we would told that he was providing us the best option and that it was better and cheaper than the GM employee pricing. We should have pressed him to review the numbers and coverage but he seemed to be annoyed that we would even ask. He provided no options but defaulted to a 84 month 100k coverage at over 5k. We should have asked to see the GM employee pricing but at this point think we were overwhelmed with the way the day had gone. When we asked about paperwork he told us we had to go back to our saleperson and "start over". We got past that point (still not sure why he was so upset). We asked for some free services to cover our bad experience. He increased the warranty to 96m /125K for the same price. At this point it was after 4PM and I think we were exhausted and a little shell shocked by the attitude of the finance person we had and his manager. Also when I received the initial pricing on the car and was asked to sign before I put down a 500 deposit I noticed 3 charges, totaling over 2K. The sales person did not mention these charges for etch, poly and perma. I asked what they were and was told they do it to all the cars arrival. I said I did not want them. Her manager agreed that I would not have to pay for them. This seems shady and while I know customers are supposed to review paperwork it could have been mentioned. That is not a good start to a sale. After our experience we talked to friends that have dealt with Feldman dealerships (around 5 or 6) we could not find one that had a good experience or would recommend that dealership. Sadly what should have been a good day turned into an very bad buying experience. We are a GM loyal family but are rethinking that as we move buy another vehicle. GM’s dealerships are a direct reflection of GM. We like the vehicle and are “ok” with the employee pricing and rebates such as they are in this tough mfg environment but are pretty sure that Feldman “took us to the bank” on the extended service agreement. This may or may not be true but as they seemed unwilling and annoyed when we asked to review and we were exhausted by the treatment it is how I now feel. More