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New Silverado - joan.tyndall
Just purchased a new vehicle and could not be happier with the overall buying experience. Everyone was helpful, knowledgable and went out of their way to make it a great experience.
Purchased a Rav 4 just 2 months ago and already needs a... - Mmarshall19956
Purchased a Rav 4 just 2 months ago and already needs a battery replaced . I tested it and it tests at 168 cold cranking amps just 2 months after purchasing the vehicle . I informed the Salesperson Ken whom told me it’s a regular wear and tear item . Really after just 2 months a battery that’s supposed to be 550 cold cranking amps is 168 ? Best part is the vehicle is supposed to be under warranty for 12k miles or 12 months . The kicker is that it’s even stated on their FTC sticker aka Buyers Guide . I sent over copies of both their buyers guide and a picture of the tester reflecting the battery needs replaced . If anyone else experiences something that should be covered under the Federal Trade Commission Sticker aka Buyers Guide you can report it to the FTC @ https://www.ftccomplaintassistant.gov/#nb. Additionally you can teach the Delaware Attorney Generals Office @302-577-8400. You can also open an investigation with Dealer Services at the DMV in Dover at (302) 744 2500. I will be doing all of the above . I gave NUCAR the opportunity to exercise some common sense and customer service but they failed miserably . I suggest moving forward that they just exercise some proper customer service and stand behind their own lot warranty . Under no set of circumstances should anyone be replacing a battery or anything else just 2 months and less then 3 k miles after purchasing a vehicle .
No transportation missing important meetings - Unhappy
My suv is in shop again a couple months was there for oil change. I mention my track control and engine light keep coming on was told it would go off it did. Month later my enclave slowed down on me at 1 am what a scared feeling that was had it towed to Porter. No loaners until Wednesday morning. I have 3 very important meetings I I was to attend
I am just so alarmed. If problem was addressed when I first started. I would not be in this situation.
They took my truck and DESTROYED it - Maxvoltage
WILL TAKE YOUR VEHICLE ON BEACH FOR FUN WITH THEIR FAMILY. So, I bought my truck there, which it is really nice and kinda hard to find. The salesman (chris) was pretty laid back, cool, and easy to talk to. Had little trouble financing, but they worked to find someone to finanace, and at a better rate then i thought i would get. Great. 3 days later, have been noticing a ticking noise under the hood... not good. Take it back, they say ok, we will look at, and then gave me a loaner.... wow, couldnt ask for more.... except, why didnt anyone else hear that when THEY purchased the truck. I bought it on one of those super super windy days, so i could only visually inspect. Anyway... 3 weeks later (and a couple days) i get it back.... wow. This thing is disgustingly dirty INSIDE. The driver side... the passenger side... AND the back seats... floor and seats themselves. Sand, dirt, HAIR... about 4-5 inch dark thin curly hair. I have shaved hair as well as my son... which is only people ever in that truck. I look in the back... too which i locked both tail gate and bed slider BEFORE i dropped it off, and both were unlocked upon retrieving...the motor is under the hood... not the bed. Truck has full leather interior with salt water stains running down the seats in the back now. Look underneath... bolts aren't in all the way because crossthreaded so when wind catches it... yup... gone. I was sooo happy to get this truck... and their mechanics took it for family fun for the weekend or whatever.... and then, did ... very bad (trying to refrain) work. I bought a very nice truck, and because i had to have warranty work done on it.... they thought it was their 4 wheel drive loaner vehicle. I am BEYOND mad. How would u feel to get and see that. Update... looked under hood and plastic positive terminal cover is busted completely off.... and where i thought battery cover..... gone. Have about a billion pictures of everything, but cant show here. SOOO mad. This is my personal vehicle i spent so much money on to drive my woman and our kids around in.... and these people took it (without permission... from me anyway) to beat up, wreck the interior.... and do whatever they wanted. How is that ok???
I went to purchase a vehicle from them and received very... - Dave
I went to purchase a vehicle from them and received very poor customer service..was not willing to come down on the price of the vehicle, low balled me on my trade, after informing them the vehicle was over priced ($2,000) they removed it from the site, told I couldn't use my own bank or be charged..DO NOT WASTE YOUR TIME WITH THEM..I'm glad I realized this before I purchased from them..Thank you for the worst customer service I've received from a car dealership..Fyi found the same vehicle for $4000 less at another dealership..
Casual Incompetence, laziness, unprofessional and easy greed - VivekWilson
I had the misfortune of dealing with Richard B (Simply called Rick) at the service desk. Even while I was listing the problems out, he didn't seem too interested in hearing all the details of what the details of the problems were. He even printed out the paperwork and handed it to me for a signature while I was speaking. That should have been the first red flag.
I had requested a loaner vehicle about a month ago, when I made the original appointment. Rick stated that he didn’t have one available, and that he can drop me off. The nature of the issues with the car made me believe that I’d be leaving it with them for a few days, so I insisted on one, as I had originally requested (and confirmed the day before), and he was suddenly able to find one. I got the impression he had lied to see if he could avoid giving a loaner. Second (possible) Red flag.
The biggest problem I went in with was that I had a Cold start issue, where the engine let out a grinding noise on some days in the morning. I haven't been able to replicate it always, but was able to record it and send it to Rick's email address. The nature of the issue made me say clearly to Rick to keep the car with him for a week or so if necessary, just so they can replicate the issue and fix it properly without sending me back and forth. It was a struggle to get Rick to understand this simple concept. He repeated over & over again that they’ll try to replicate it, and that if they cannot replicate it, he’ll give me a call, and I’ll have to return the loaner in 12 hours. Whether they had been able to hear the noise or not. This was after specifically informing him that this was a cold start issue, and also sending him the audio clip, with the instruction to hear it in a quiet room without background noise. It took far longer than it should have to convince him to keep the car overnight & try to start it the next morning, so he can actually have a chance of hearing the noise. If he couldn’t hear it then, I’d take it off his hands. Third red flag.
The final problem was when I mentioned that I had extended warranty, and I’d be able to use that for any work that was necessary. I couldn’t recall the provider of the insurance, but I remembered it being General Motors themselves, so I mentioned it. However, I did say that I could get the insurance from the car, so Rick could verify. Rick declined, saying that it was ‘all the way out in parking’. It wasn’t that far away. As I was leaving, I had to pick the parking pass for my place of work, so I walked to the car myself to collect it. It was barely a minute from Rick’s desk. He had simply lied out of laziness, and this would be the biggest Red Flag of them all.
He stated that the bill would come to something like $260, and I signed it, thinking it would mostly be covered by the extended warranty, which is supposed to be accepted by every Chevrolet Service center in the country. I signed the paperwork, adding details Rick had left out, made a mental note of specifically asking to deal with another consultant the next time, and left.
That afternoon, I got a call from Rick. He had done the analysis for a few of the issues, and let me know the fixes for them. All good so far. But he said that he hadn’t been able to replicate the cold start issue. The same issue I had asked him to try out the next morning, instead of the same day. He stated that the engine sounded perfectly normal, meaning he hadn’t even tried out the audio clip I sent him. On top of that, he stated that the work to fix all of these would come to $1200. I had to remind him again that I had extended warranty, and gave him detailed instructions on where to find it in the car. He found it, called back, and informed me that they ‘don’t accept this provider’.
Based on what Rick said, I believed that the problem was with the insurance itself. I had purchased it thinking it would be accepted at every Chevrolet Service Center, but I had been scammed. So I asked him to proceed with the work, and then contacted both the seller and the Insurance Company themselves, and they informed me that the policy was perfectly fine. It was the service center themselves who didn’t want to accept it. I called Rick back and he confirmed the same thing. It was Diver’s policy not to accept third party warranties.
I can understand that. Every service station has their own policy, and Diver simply doesn’t accept third party warranty. But isn’t that something I should have been made aware of at the very beginning? Because Rick was too lazy to verify the actual warranty I had, I had wasted the day with a service center I couldn’t get the work done at, and also the money for the diagnostics they had run. All without even verifying the warranty details I had purchased.
I told Rick to not do any work on the car, and leave it as such. I didn’t want to waste any time with Rick & Diver’s, so I collected the car immediately that day.
Rick still doesn’t understand why this is a big issue. When I called them today, trying to speak to his manager, Rick called back and defended his conduct from the day before, painting it as a simple policy decision I had an issue with. That was NOT my issue.
My issues are below:
01. Why did Rick not take the time to get all details of the issue, making it easy for me to hand the car over and go away with confidence?
02. Why did Rick lie about the loaner, and acquiesced only when I insisted?
03. Why did he lie about how far away the car was? If we could have inspected the warranty then, I could have saved so much time & money.
04. Even after I explained all issues, he still hadn’t done a proper diagnosis by the time he called me.
05. After I told him to not work on the car, he had had someone tighten something before returning the car to me. And he charged me for it, of course.
06. He didn’t even have the professionalism to print out the full diagnostics for me when I made the full payment. Gave a half baked response that I just showed up. I did show up earlier than expected, but what am I paying all that money for then?
All of this could have been avoided if he had simply been good at his job. I could have had my car looked at by some other service center, and had a full analysis done by now. Also, I wouldn’t have wasted money on someone who simply didn’t deserve it. I don’t mind spending money when needed, but I don’t intend to waste it on people not worth the money. And Diver’s wasn’t worth the money.
It was a waste of $370 in total, and all because Rick lazily lied about how far away the car was.
I would never visit Diver’s again, to buy my second car, or for servicing. If Rick is the kind of people they hire, the entire place isn’t going to be worth much.
Do not use their service department - Sg196
Unable to duplicate a transmission shutter even though there is a service bulletin out explaining what’s going on, even goes as far as showing pictures on how to fix the issue. They first drove it in the PARKING LOT to try and duplicate the problem. Once we complained about that they did drive it for 13 miles and said they couldn’t duplicate the problem and told us that GM would only pay them for a certain amount of minutes and their minutes were up so they couldn’t drive it any longer.
Steering loose - again service bulletin out. They claim it would take hours to do - service bulletin shows 15 minutes worth of work which we had fixed elsewhere and the repair was less than 5 minutes - you read that correctly - less than 5 minutes. They told us they fixed it only to find out when we decide we had had enough of waiting around that we would be coming to pick up our truck that it in fact had not been fixed.
Running boards - peeling - dealership stated it was a faulty part and it was covered under warranty. Again.... pretty obvious fix. We were told our truck would be ready for pickup - it wasn’t. They claim the parts were not in, we needed the truck so we picked it up. Upon picking up our truck it was documented that the steering and running boards were all warranty work. We would return next week to pick up our new running boards. Next week turned into TWO weeks later only to find out the service manager “looked into” our vehicle and it was a few DAYS out of warranty so they would cover nothing under warranty. We have called GM and filled not one but two formal complaints.
Again, we have our checkout paperwork showing all items would be covered under warranty and then when the parts came in they tell us that our truck was DAYS, not months, not years, but DAYS outside of the 3 year mark. We were well under in mileage but we were out by days!
We also called IG Burtons General Manager - Daniel Hall left voice mails and NEVER got a phone call I’m return.
Do not waist your time or money - go elsewhere - we did!
Sold me a lemon - GeminiJR3
NEVER....WILL I EVER BUY A FORD VEHICLE & BUY A VEHICLE FROM WILLIS FORD IN SMYRNA EVER AGAIN! First of all I bought this xxx in 2016. I was told that there was a warranty on the vehicle at the time of purchase... after signing the paperwork, I asked about the warranty paperwork and was told that I could find it online... and guess what there was no warranty... so I was offered to purchase a policy with an extra $200 per month payment on top of the car payment...needless to say I didn't get it...so upon leaving the dealership the day of purchase., the darn airbag light came on out of the blue.... I took it back and forth for 5 months to get this fixed and they never fixed it to stay on indefinitely.... is still on till this day... then last year the head gasket blew...without any warning or issues and engine blew... $2000 to replace the entire engine... NOW THE TRANSMISSION... I'm rebuilding this whole stupid vehicle all while still making payments...NEVER AGAIN!!!
Great Sales Experience - Andrew
I've bought 2 new vehicles from this dealership so far. The salesmen I've worked with have been great each time. Listening to what i want and never trying to up-sell me and never trying to show me vehicles i don't want to see like I've experience at other dealerships on many occasions. The sales managers and finance managers have likewise been great. I've gotten a good deal on both my trade ins and they never tried to pressure me into buying all the extra add-ons that I didn't want or need and even catering to my unusual request on my last purchase (swapping after market exhaust from trade in to new vehicle). I would highly recommend this dealership to anyone wanting a sales experience that goes against all the stereotypes of buying a car with a dealer. To top it off their service department has always been great. Friendly service and good work.