To Whom It May Concern,
On June 22nd, 2019, I purchased a “certified” used 2016 GMC 1500 double cab Sierra SLT at the Starling Chevrolet located at 13155 S. Orange Blossom Trail Orlando, FL 32837. The sales rep was Angel Gomez. Since the purchase of the vehicle, it has broken down twice in the last 6 months.
The first occurrence happened on July 22nd, 2019 where my air conditioning system failed. This issue was resolved within 2 days under warranty, but I had to prove to the dealership that this vehicle was certified through them to ensure that it was covered under warranty. The second occurrence was one December 5th, 2019 (5 months later) as I was driving home on the Florida Turnpike. During this drive home, the transmission completely failed leaving me stranded on the Turnpike at 2:33am. This failure left me in an unsafe situation in the middle of the night which made it extremely difficult to get ahold of family/friends and a tow truck.
Later on that same day I was able to bring the truck to the dealership and spoke to the service writer, Alfonso Moya, who unfortunately stated that they would not be able to look at my vehicle for another 2-3 weeks due to being overbooked and not having adequate staff. Needing to work myself to be able to pay for this vehicle, I inquired about a loaner until they were able to fix the transmission failure. I was advised by Alfonso that I could not be given a loaner until the dealership was able to look at my truck and assure that it was 100% covered. Once again, this dealership is questioning their own “certified” vehicle that has a 6-year 100,000 mile powertrain warranty. Alfonso stated that there was nothing he could do.
At this point, I quickly started to feel helpless and I asked him what my options are since I just recently purchased this truck through them. I was advised to take the truck to another Chevrolet/GMC dealer located in Saint Cloud, Florida. I called the dealership in Saint Cloud and spoke to Jeff Hilyard, who assured me that they can take a look at the my vehicle as soon as I can bring it to them. (Jeff Hilyard is the only positive in this whole ordeal). I proceeded to bring the truck to Saint Cloud in which it was diagnosed with a failed Torque Converter, which is a known manufacturing issue with Chevrolet/GMC 1500 pickup trucks of the same year, make and model.
January 2nd, 2020, I received my truck back from the Saint Cloud Starling Dealership. With the amount of travelling I do for work, and having gone through multiple failures (both mechanical and customer service) in the couple of months that I have owned this vehicle, I decided to speak to a sales representative to inquire about a newer vehicle. I sat down with Angel Gomez and stated to him, let’s make this right and honor the truck they sold me as “certified.” At first they were all for it, as a typical sales person would be and they apologized for the bad experience I have had to endure. After being passed around to multiple sales representatives and managers that were trying to “help,” I was being offered way less than the value of my vehicle and was being pushed into a $1000.00 a month payment for a newer truck.
I believe that this dealership indulges in unethical practices that leaves the paying customer responsible for their behavior. 1 star review for a dealership that sells you a truck that they claim is certified and has done nothing but break down time and time again.