Isaac Santana | Page 4

My sales rep was amazing and the staff. I would recommend them anytime. Thank you them anytime. Thank you More

by riosjess77 Verified Customer Verified Customer

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To anyone that cares,I purchased a car from Ferman To anyone that cares, I purchased a car from Ferman Chevrolet in Tampa and within 10 days my engine light came on. No problem. My sales person said i To anyone that cares, I purchased a car from Ferman Chevrolet in Tampa and within 10 days my engine light came on. No problem. My sales person said it was “Certified” and that it came with a warranty. Come to find out this was an outright lie. I have spoken to numerous employees at the dealership over the course of weeks and all I’ve gotten is the runaround. Promises to call me back or “I’ll look into it.” I was even told by a service manager that I should call Ferman’s competitor to see if they could help. I’ve been told by many employees that they understand but so far nobody seems to care about me or the dealership’s reputation. I haven’t made the first payment on my vehicle yet and it’s sitting in line at the service department waiting for someone to get around to it. I’ve meticulously noted every time I’ve reached out to Ferman. I’ve noted every employee I’ve spoken to that “understands” and is “looking into it.” Those details are as follows: November 8, 2021 - evening Purchased a used 2019 Chevrolet Camaro 1LT RS with approximately 45,000 miles. Alec Britton was my sales person and told me the vehicle was Certified and came with a 2 year or 50,000 mile bumper to bumper warranty. The Camaro had a broken windshield and was missing the second key. I was told that after the purchase they would have a key made and replace the windshield. The cash purchase price of the vehicle was $31,435 plus the $999 dealer fee and then other various fees bringing the total price to $34,408.18. Ronald Whiting was my finance agent and sold me GAP insurance and a tire warranty. Since I was under the impression my vehicle still had a warranty I didn’t purchase an extended warranty. November 9, 2021 - morning Down payment of $1,000 made. Was told the key was locked up and they couldn’t get to it at the moment. November 10, 2021 @ 0900 I texted Alec asking about the key and when to set up an appointment to fix the windshield. No response. November 12, 2021 @ 1033 I texted Alec again about the windshield and key. He did reply with “I’ll get back with you in a min”. No response after that. November 14, 2021 @ 0916 I texted Alec again about an appointment to pick up the key and fix the windshield. He responded with “I’ll be in at noon and will call you”. No response after that. November 17, 2021 - evening Engine light came on. November 18th, 2021 - morning Texted Alec again about the windshield, key and now the engine light. He replied that he was out of town and would be back next week. I could get the key then but that my warranty would cover the window and the engine. The engine light went out on the way to the dealership so I decided to wait for Alec to return and go to the dealership for my windshield replacement and key. November 24th, 2021 - morning Alec was supposed to be in that day. Called and texted him with no response. November 2021 - Thanksgiving Holliday. November 30, 2021 - morning Engine light came back on. I decided Alec was not interested in helping me any longer so I instead called the service department. The lady I spoke with said that they didn’t fix windshields there and that I should contact my insurance company. I explained that my salesman told me to call the service department to fix the windshield. She insisted that I could not get my windshield fixed there and to call my insurance company. I set up an appointment to drop my vehicle off that day at 1100 to get the engine light looked at and get the second key. 1100 I arrived at the dealership and spoke to Hayle Knighton in the service department. Upon looking up my vehicle in her system she informed me that it was NOT a “certified” used vehicle and did NOT have a full warranty and that I would be charged for the diagnostic and any repairs that would be required outside of my power train warranty. I asked about a loaner vehicle to use while mine was being repaired and was told that Ferman does not have loaner vehicles. She was unsure if my sales person was working that day. I went inside to speak to him about the warranty he assured me my vehicle had. Approximately 1130 I found Ron Whiting in his office and I was told Alec no longer worked for the dealership. Since he financed my vehicle I asked him for help. He took me to talk to the service manager, Issac Santana. Issac told me that they would cover the repair, replace my windshield and locate the second key. I was told again that they do not offer loaner vehicles but that a shuttle would take me home. 1613 Hayle called to tell me it appears my vehicle has a transmission issue however it would probably not be looked at until the following week. It was explained to me that they only have one transmission specialist working there and that he was backed up with other warranty repairs. Hayle offered to give my contact information to Issac so that I could speak to him about a possible solution. 1705 Issac calls and repeats exactly what Hayle had already told me. Rather than offer to expedite my repair he actually suggested that I call their competitor Stingray Chevrolet to see if they could help. Since these repairs were going to take an exceptionally long time I again requested a loaner vehicle. Issac told me he would talk to his managers to see what could be done and that I should call back after speaking to the service department at Stingray Chevrolet. I asked for his number and he gave me the main line and not his actual number. After speaking to Crystal in the service department at Stingray Chevrolet I attempted to call Issac back but was transferred to a voicemail that was not his. Someone named Brandon. I left a message anyway. No reply from Issac or Brandon. Between November 30th and December 1st, 2021 Crystal and Lisa at Stingray Chevrolet were very helpful and scheduled an appointment on Tuesday, December 7th to look at my vehicle. I was also given the GM customer service number. December 1, 2021 - morning Hayle calls me to inquire as to whether Issac ever got back with me. I informed her about our conversation but that he never replied back after I left the message. She said she would look into it but Issac never returned my called. December 2, 2021 @ 1006 I call Ferman to speak to someone higher up than Issac. I spoke with Carla who I told my problems to. She said that she would talk to her manager and would call me back at noon. 1344 No one had gotten back to me so I called again and spoke with Carla. She transferred me to Seth who assured me that the Director of Sales and Service would get back with me. No reply from them. December 3rd, 2021 @ 1240 Attempted to call Diana at customer service. On hold for 30 minutes until I was disconnected. I called back at 1310 and was on hold for another 30 minutes with no answer. 1340 Called Hayle. No answer and her voicemail is full so I was unable to leave a message. 1605 Attempted to call Hayle again with no answer. 1645 Attempted to call Hayle again with no answer. December 4, 2021 @ 1105 Called the service department to check on the status of my repair. She attempted to transfer me to someone but no one answered. She said she would email them to call me back. No one ever responded. @ 1111 Called Hayle. No answer. Left a voicemail asking about the status. Specifically the second key. December 5, 2021 @ approximately 1200. This entire message up to this point was sent to Ferman Chevrolet through their “contact us” page on their website. No response. December 6, 2021 @ 1030 Hayle called to let me know the problem was a “transmission harness”. She said that they ordered the part but that it was on “nationwide back order” and could not give me a timeframe on when it would be in or when it would be fixed. December 8, 2021 @ 0745 Called Hayle and left a message asking for the part number of the wiring harness. I was confident I could find that part by calling other dealerships. December 8, 2021 @ 0804 Hayle call back to tell me the part came in that morning and that she would make sure it got put in that day. December 8, 2021 - afternoon Hayle called to tell me my car was fixed and could come pick it up anytime. My key still wasn’t programmed and she was unable to get the glass technician in to replace the windshield yet but would set up an appointment convenient for me. Hayle (and I truly believe on her own) was able to send my car back through the used car department and have it “certified”. Oil and filters were replaced. New wiper blades and 4 brand new tires were installed. Hayle went above and beyond to help me out and attempt to salvage Ferman’s reputation. We decided I would return after work on December 22, 2021 @ 1330 to have my windshield replaced and my second key programmed. December 22, 2021 @ 1330 I returned but Hayle was not working that day. A young man instructed me to wait in my car and he would get someone to help me. After about 15 minutes a service technician came out to assist me. He was unable to find my appointment with my name and phone number. I told him why I was there and since he was unsure of wether me, sales or service would pay for it he needed to find another employee. Approximately 15 more minutes later Brian came out and introduced himself as a service manager. He informed me that the glass technician was there that morning to replace my windshield but they could not find my vehicle. I told Brian they couldn’t find my vehicle because I was driving it that morning and had a 1330 appointment to have it repaired. Brian called the technician who was unable to come back that day and wouldn’t be available until December 27th. I told Brian I would like my second key to be programmed while I was there. I left with my second key at approximately 1530 and was told Haley would reach out to confirm my appointment to fix my windshield. December 24th, 2021 Made my FIRST car payment. December 27th, 2021 @ 1400 Hayle texted to ask if I was on my way. Apparently Brian never told her I came in at my appointed time the previous week and they were unable to help with the windshield. He also didn’t tell her I already picked up my key. I told her not to forget about the windshield any longer and that I would be handling it on my own through my insurance company. Later that day I received a survey email asking about my satisfaction. I sent these previous details on all my interactions and the next day received an automated reply asking ME to “reach out” to discuss this. There was no number to call included and the email came from a do not reply email. So who exactly do I attempt to reach out to now? Clearly nobody read this message because I HAVE reached out. I’ve already attempted to contact anyone that could help many, many times. That same day I called a local glass repair shop and they fixed my windshield the next day. They did in 2 days what the dealership couldn’t accomplish in 2 months. December 31, 2021 Received a second satisfaction survey email. I will again reply and include the new details of my ordeal. This is the last day of the year and this will be the last chance I give Ferman of Brandon any chance, though very remote, to make this right. As you can see I have been more than patient and understanding. I’ve also been incredibly respectful with each and every person I’ve dealt with so far. But as you can also see I have been far from respected by Ferman Chevrolet of Brandon and its employees with the only exception being Hayle Knighton in the service department. Everyone was so enthusiastic and quick to respond when I was purchasing the vehicle but now it seems that when I need help with it nobody cares to even respond. More

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Angela was my representative as was Josh and both did an excellent job. The finance manager also did an excellent job. excellent job. The finance manager also did an excellent job. More

by htbush25 Verified Customer Verified Customer

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Had the pleasure of working with salesman " Magic Bob ". Wow buy a car and be entertained at the same time. Awesome ! Wow buy a car and be entertained at the same time. Awesome ! More

by sebringclassics Verified Customer Verified Customer

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Awesome service and experience. Raul was the best in helping me get a nice car. helping me get a nice car. More

by rdelarosa305 Verified Customer Verified Customer

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