Great car bad service and business practices - NikkoYo
Let me start off by saying I absolutely love my car! Good Chevy in Renton was once a great place to shop but that has changed recently. Previously we have purchased two vehicles with Teddy, (who is simply amazing! Best service ever)
Now on to our most recent purchase in early April. We worked with Jennifer on the lot, and Jordan on the sale. There was another manager involved with the closing who’s name I don’t remember but will update when I get it. Let’s list out the issues one by one.
1. The car we selected was beautiful! When we initially saw the car, we wanted it and it did have a small maybe silver dollar size dent in the fin portion of the trunk, and a few bird stains on the front hood. It was relayed to the sales team initially that this was there and we wanted the car with either the price worked to accommodate for the cosmetic blemishes, or for them to fix it after the purchase at their coast.
2. Scheduling the service for the cosmetic issues. When we purchased the car, it was Friday the 6th. I was told that the person in their service department to fix these issues would be in the following Monday April 9th and would contact me to schedule to bring the car in. We didn’t receive even a follow-up call about the purchase, no one called to schedule the service, and no one could give us an estimate on when this could be done. After waiting a few days, I called in on wed April 11th to get a status update and while speaking to the service rep, I was advised that this person we were waiting on to service the car, was on vacation for the entire week. Now, we are obviously upset. After us reaching out to Jordan, Jessica, and the service team several times, not once were we told the service person was on vacation.
3. After another 5 days of following up with both Jordan and Jennifer, and we finally got on the same page and the service was scheduled for wed April 25th. Almost 20 days past and not once did anyone who assisted in this sale take any ownership of what was going on. I was told by Jordan that he would have a loaner ready for me when I dropped the car off, and everything was set and ready to go for the service. On April 25th I brought the car in early at 8:30 am. I pulled it into the service area and was greeted by a very nice gentleman who had no idea why I was bringing the car in. He had no idea of me getting a loaner either. So, I left the car there and went inside to speak with Jordan to see what was going on. Jordan then comes out and greets me and let me know not to worry he will pull a loaner car around and it would take a couple hours to get the car done. I questioned this because I knew from when I left the car at the service area that this was not a couple hour ordeal.
4. Jordan pulls up the loaner car and I’m under the impression it will be a couple hours, I can go run some errands and come back and everything will be good. NOT the case. Once I got into the loaner car, it was bone dry!!! On the red with not an ounce of gas. The service tech noticed this and the receptionist asked him to take the car to put gas in it. Once he returned, the loaner car had a quarter of a tank of gas. According to the dash, 51 miles in it. Not even enough to get two and from the dealer and my home! This same day we also took our bmw in for a routine service and the loaner was full upon arrival. I called Jordan, on April 25th, in disappointment regarding the car service time frame and gas, and he gave me an apology, and stated he would fill my car up that was in for service. I told him at that time my car was already full when I dropped it off. Not once did he tell me the car would not be ready that day.
5. April 26th, I am now at work and very upset about the gas, service, and communication with this team. I spoke with Jennifer, and two managers regarding this, and one of the managers was very rude and not customer centric. He went on and on telling me that loaner cars don’t come with GAS in them… (which is silly and trivial) and he stated it’s a courtesy to have the loaner and the customer would have to put gas on our own. This is true after the gas that should have been in the car when it was given to us was depleted. Never in my life have I ever had a dealership give me an empty loaner car. So, at this point I am furious. I ask to have Jennifer and Jordan to call me back THAT DAY to give me an update on when my car would be finished. No call from Jordan, and Jennifer calls me back and leaves a voicemail stating my car won’t be done until Monday April 30th!!!!!! So, you mean to tell me that I just spent almost 30 grand on a new car with this company, waited almost a month to get the service done, was given an empty loaner car, and my sales person was nonexistent nor on the same page as the rest of the Good Chevy team.
All in all, this location used to be great when Teddy was working there and he made sure he took care of his customers even after the sale was done. We took a leap by purchasing from Jordan instead of Teddy, and it has proven to be a nightmare. So as of today, my car is not even with good Chevy, it is with a third-party vendor, won’t be ready until Monday possibly, and I had to put my own gas in the loaner car initially! I would not recommend good Chevy if you are big on aftercare for your car, and follow-through from the sales team. Not one manager stepped in to correct this or to rectify or provide a solution.
On the bright side, Good Chevy did not know I am a customer experience blogger, and while it may be a little thing to them to treat customers like they don’t matter after they have closed the sale, they fail to realize we have a voice regardless. If you are looking for great service this is not the place anymore.
"side note" I went in with a pre approved lender, and my credit was ran over 4 times. The sales closing manager felt it would be better (without consulting me) to have my loan go through the company his wife works for (Ally).....
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