Where to begin… Let me start out by stating that my family and I have been loyal customers to Glendora Chevy since 2013. Between my family and myself alone, we have bought a total of 8 cars within the past 2 years as well as referred them to our friends. Why they have not chosen to attend loyal customers and ensure the best service possible is beyond me. If they can’t appreciate the business of people who have been going to them for years, then what hope do new customers have?
Let’s begin with vehicle #1. The whole issue started with the purchase of a used car (2015 Jeep Wrangler) back in March of this year. Before purchasing this vehicle, I noticed some scratches on the side of the hardcover on the Jeep. Upon negotiating prices with the sales manager (Mike Rocha) and the sales rep (Michael Carter a.k.a. Carter), I specifically stated that I would NOT buy this vehicle unless they promised to fix the scratches for me. Of course, they said they would take care of it and that it would not be a problem (Carter can attest to this). I was told that they would give me a call so that I could get my car painted. I was even told that they could go to my job and pick up the car and drop it off once they were done. I have yet to receive that phone.
Now, for vehicle #2. This purchase was also of a used vehicle (2011 Chevy Silverado) and was done a few days after I bought my Jeep. My boyfriend and I also made this purchase together with Carter. The issue with this vehicle was that when we saw it, it had not been out in the lot yet because it was just brought in and they were still doing the inspection. We were told that the truck still needed to be detailed and washed, which was fine because we were promised that they could do this later. My boyfriend also noticed some scratches on both sides of the car (the driver’s and passenger’s door). He brought it to the attention of the sales manager (Rocha) and they said they could take care of it when we brought it in to be detailed, so we bought it.
Weeks went by, and nothing happened. We tried calling, no one would get back to us. We showed up a couple times, we were told that nobody could help us out in that moment but if we came back on a different day they could help us out. Eventually, when we would show up, nobody knew what we were talking about and they even denied making such promises to us (this was for both vehicles). Eventually, I got fed up one day and asked to speak to the used car sales manager (Chris) in person. He made it seem like there was nothing he could do because he himself didn’t make the promises. So, I went off on him and told him that he was a representative of Glendora Chevy and that they all claim that they are part of a team! So if he couldn’t help me, then he needed to direct me to someone who could because I was sick of the runarounds! He then decided to get on the phone, acting like he was going to take care of the situation and walked away. Carter had to come and tell me that Chris was working on getting the paint for my Jeep and that he would call me when it was in (First of all, how rude! Who walks away and leaves a customer hanging like that!? Second of all, I have not received a call from him yet and this incident occurred on May 24). A week went by and I decided to text Carter to ask if he knew anything about the paint for my Jeep, because when I called Chris he is “unavailable" every time. Carter said that once service had the paint, they would give me a call. A week and a half went by, so I decided to give service a call myself on June 3 and surprise! there was no order paint and nobody knew what I was talking about.
On May 25 my boyfriend decided to try his luck and take his truck to get detailed. He went in only to leave a few minutes later. They wanted to make him wait there the whole time while they detailed his truck. And when he asked if the shuttle could take him back home, they denied him that service because we live more than 10 miles away (we live 11.2 miles away through the streets. I MapQuested it!). I called Carter upset because we were being extremely inconvenienced at this point! We were constantly having to drive back and forth for them, the LEAST they could’ve done was given him a ride so that he didn’t have to sit and wait. He decided to leave when Carter confronted him for calling me, telling him that my boyfriend should be able to handle his own battles.
I decided I had enough and called General Motors to file a complaint. The representative from corporate who helped me (Danny) was very nice, but for weeks he also could not get a hold of Chris. Danny explained that because he could not contact him, he had to escalate the situation and turn it over to his superiors. I got a call from Danny yesterday saying that his manager was FINALLY able to get in touch with Chris and that I should be able to take in both vehicles now to get the job done.
I called Chris this morning and guess what? He was unavailable.