Andrew Automotive Group

I made an appointment to bring my car in for repairs due to a recall on a Saturday and my car did not get finished until the following Tuesday night. When I picked up my car and drove it home I noticed in the light that my car had been scratched on the driver's side door and paint was missing. My car is in good condition on the outside with no major, noticeable scratches. I called [redacted] the very next morning and was told to bring my car back and that I would have to talk to the service manager. When I arrived I showed the service manager the driver's side door and he told me that they are not responsible for any damages. I explained to him that my car was not scratched when I dropped it off and when I came on Monday to retrieve my garage door opener it was not scratched then. The service manager told me "you didn't notice the scratch" and I told him there was not scratch to notice. After going back and fourth with the service manager he finally stated that he will have it fixed at no cost the following Thursday. My frustration is that the technician that work on my car knew my car was scratch and did not even say anything. Also after doing repairs on my car they even washed it and still did not report any damages. [redacted] will never get any of my business and I would never refer anyone to them.

We bought a new 2013 Sienna in February 2013. The trade in process and buying was so low key and unexpected that I was floored on how easy it was.

Not only did they sell us the car for $500 under invoice, we also got a set of all weather floor mats(not junk, the Toyota ones), and a lot more money on our trade than we thought. [redacted], the manager, was awesome and cool. [redacted], our sales person, was extremely helpful.

This was completely no pressure and the most flawless purchase of a vehicle we could of done. The only downside was the Finance Manager wouldn't pronounce my wife's name correctly after she corrected him several times. The finance department is a little slow, but what else is new?

Would I buy from them again? Of course!

Review: I was dealing with a [redacted] at Andrew's Chevrolet store, he was nice and kind.

The first thing we discussed was trade in value for my vehicle. I told [redacted] that $26,000 was minimum that I would take for it. He said sure. This was all verbally. We agreed upon a monthly payment on the vehicle with the assumption he was giving me $26,000 on my trade as previously agreed upon. On November 18, 2015, I came in to sign the paperwork, I saw that they wanted me to sign a power of attorney for my trade in that had mileage higher on my trade in than it was actual. I have images for proof. When I questioned it with the finance person, [redacted] he just shrugged it off. I also noticed the power of attorney was blank too, did not like that. Red flags.

I sign the remaining paperwork.

Thursday, November 19, 2015, morning I review the paperwork, and noticed that [redacted] only gave me $23,700 in trade equity. I started to get a bit angered, but knowing how the auto industry works, I reviewed ALL the numbers to make sure it wasn't put somewhere else. No, I could not find it. I knew [redacted] was off that day, so I left him a voice mail along with an email in hoping maybe he will get it and respond on his day off. No response on Thursday received. Friday, November 20, 2015 arrives, its now close to 10am and I know they are open and STILL no response from [redacted]. Hmm, someone that gets in at 8:30am and does not check emails and voice mails first thing? Possible. I get an automated email about the Chevrolet Satisfaction survey to contact [redacted] if you cannot give an A+ across the board. So I contacted Mr. [redacted] via phone. [redacted] said that, he has no knowledge of this issue. I said, this is for your awareness. [redacted] also stated we can just re-do the deal or return it. He stated he will have [redacted] contact me in the next 15 minutes or so. [redacted] contacts me, and tries to explain his math. They gave me $1900 in rebates(that are publicly available to all) in order to make up the trade in value. I scratched my head and said I do not get it. [redacted] then proceeded to tell me that if that they gave me $26,000 for my trade, my payment would of went up $64/mo. I asked him to explain again. He said the same thing about the rebates. He then tells me if I am not satisfied, then return the vehicle. I said, ok, I will be there shortly. So when I arrived, [redacted] continued to see if he can convince me in his math that defies all logic. I said I don't get it and I was in AP math. So I gave him the keys to the truck, and they gave me my money back. There was no mentioning of re-doing the deal as per Mr.[redacted]'s suggestion. My expectation was for Andrew Chevrolet to make amends and compromise like any other reputable dealer. [redacted] refused to swallow his pride, but insisted that I was calling him a liar, which never came out of my mouth. This reaction is due to a guilty conscience, not based on my actions. My intention was to NEVER to return the truck, I loved that truck, but if I am being tricked out of $2300, that makes it a different story. Please do add this would of been my THIRD vehicle purchased from the Andrew family of dealers.Desired Settlement: The truck back AND appropriate trade in value for my vehicle with my payments lower than before.

Business

Response:

Andrew Chevrolet Inc and Mr. [redacted] had, back and forth, over 30 emails prior to his lease of the 2015 Chevy Silverado. Mr. [redacted] did not mention anything about a trade-in, in any of these correspondences. The only thing discussed in these emails was the purchase price of the vehicle and the monthly lease payment.The paperwork signed by Mr. [redacted] at delivery clearly stated he was given $23,700 for his trade-in. We do not believe he was told he was getting any more than the $23,700 he was given. Even though the contract signed was legal and binding, Andrew Chevrolet took the high road and allowed Mr. [redacted] to rescind the contract which he did. Sincerely,[redacted]Andrew Chevrolet, Inc.

Business

Response:

RE: [redacted] complaintIn regard to Mr [redacted]'s most recent email. In his

original complaint he stated he was unhappy about his trade value. Mr

[redacted] in more than thirty emails didn't state in any way what he desired

for his trade in vehicle. He came to the dealership knowing the lease payment

with the 23,700 value for the trade in the calculation. The rebates and price of

the new vehicle were also disclosed to him. Mr [redacted] signed a number of

legally binding forms which also stated the 23,700 value for his trade. He

didn't question any of the numbers on the paperwork he signed at the

dealership. When Mr [redacted] contacted the dealership about his displeasure

with his trade value I told him if he was unhappy we would void the

transaction. Mr [redacted] came to the dealership shortly after his phone

conversation. At that time [redacted] asked him if he wanted to void the

transaction, Mr [redacted] said yes. At which time [redacted] voided the

paperwork, credited his credit card and gave him a check for the rest of his

down payment. Since then Mr [redacted] has cashed his refund check but has

continued to pursue the dealership. At this point I am unsure of how we can

help him. We voided the legal contract Mr [redacted] signed and gave him a full

refund allowing him to do business elsewhere. We have tried to make Mr

[redacted] happy first by getting him a vehicle at terms he agreed with. Second

we tried to make him happy by voiding the contract when he decided he was

unhappy.Sincerely,[redacted]Andrew Chevrolet

Consumer

Response:

Review: [redacted] Chevrolet's motto is "Customer Service is our Passion" I am writing this complaint to tell you that I, the customer, was treated with disrespect and the service provided down right stunk.

Let me explain in more detail on what happened: I asked [redacted]'s employees not to waste my time but guess what: that's exactly what happened. I brought in my 99 Ford Taurus Wagon to sell, which I was contacted by [redacted]'s on the phone to bring in to sell. I want to set the record straight that I knew that I was not going to get much for the car. I understand the dealership needs to make money. I came to your dealership and I sat down with [redacted] for bout 15 min. we talked about every feature or flaw the vehicle has, in order to input it on Auto Trader.com. We went outside and inspected every inch of the vehicle. The offer auto trader gave [redacted] on the computer was $524. He then asked me what kind of car am I looking at buying? I explained that unfortunately at this moment I cannot buy nor can I afford to buy a vehicle, just for NOW. After I explained I wasn't in the market to buy a car at the MOMENT, the sales manager took the car for a 2 min drive and within seconds after he returned, I basically was pushed away with no offer. I understand that's business, you need to make money, however the vibe I got was there will be some kind of offer and I explained on the phone before I came in I am just selling, not looking to buy at the moment. Then before I was told there was no offer, I was told that it needed a new muffler system, when I specifically told [redacted] some bolts needed to be tightened. In fact [redacted] looked under the car and witnessed the bolts loose and that the muffler was just replaced and had no rust, but according to [redacted] Chevrolet I needed a whole NEW Muffler System. Shows me how smart they are!!!!

I tried 3 times to contact in an email all the managers and the contact system on [redacted] Chevy's website, but no response. Except I did get a response from [redacted]. He said in an email the dealership is closed at the moment, this was a Thursday at 7:41am, but he would contact me the next day to talk to me about my issue. I sent him 2 emails telling him I was waiting for his response, but NO RESPONSE AT ALL! Honestly, I would of been satisfied with an apology...That is IT...just an apology!!!! In the beginning, I was really considering coming later to buy a car because I thought I was going to be treated better. I WAS pretty impressed by what I heard when I got contacted on Saturday, thinking this might be the place to do business now and in the future. Well, that thought is currently out the door on the freeway going 100 mph away from [redacted] Chevrolet. Ultimately, I believe that: because I was not interested in trading that I was not worth their time. Which fine I get it, there is not much money to be made on the car I was interested in selling, but I specifically asked when I arrived, please do not waste my time and don't lead me on to think there is a chance just to get me there to try to get me to buy a car. I also explained on the phone I live 30 min away, I could have been told on the phone your chances are slim, so ultimately you will be taking a chance that it is a no. This was not the case, I was led on to think I was going to get a offer no matter what, even if it was 20 dollars. Let me ask this: How would you feel if I came in your dealership acted like I want to buy a car, make the employees work for hours, requesting and having them looking for a very specific car for me. Then at the last minute, say nope not interested. Unfortunately, this probably happens often but this doesn't give the right to do it to others. [redacted]'s motto is customer service and your company failed miserably. I hope this is also a lesson to improve your business and customer service, because it is said that customer satisfaction is their #1 priority. If this is true and not a gimmick, PROVE IT!!!. The no response from the dealership is starting to prove that no one wants to apologize because of ego or whatever it might be or maybe cowards are among [redacted] Chevrolet. Just a thought until proven otherwise.Desired Settlement: I contacted the business numerous times, I told them that if they did not respond back to me I would take further action. I explained that an apology with be a huge start and could lead to a resolution. Now that I was practically ignored, they can either buy the vehicle from me at a fair price or everyone I had contacted with an email, can contact me by apologizing, and explaining to me where they went wrong, and explain to me how this will NEVER happen to a future customer again. I want it in their own words not some computer generated message. If not, I will work to keep people from doing business with [redacted] Chevy and I will email them the details on the potential customers I caused them to loose. This is sad cause if this happens they could potentially loose thousands because of a couple hundred dollar car.

Business

Response:

Mr. [redacted] inquired with Auto Trader for the value of his 1999 Ford Taurus. His self-appraisal on the Auto Trader website gave him a potential value of around $500. He indicated on the website there were no mechanical problems with the vehicle and said nothing about rust. He told us he was offered $4-500 dollars for it at another dealership. He didn’t want us to waste his and our time if we were not interested but we believed the information he provided us to be accurate and told him to come on in. When he arrived, our Used Car Manager took his vehicle for a ride to verify the condition. It was revealed that his Auto Trader appraisal was inaccurate. First the vehicle had a lot of rust on it which Mr. [redacted] did not mention on Auto Trader. Secondly, we discovered it had a manifold leak. Mr. [redacted] said he just had a new muffler installed but did not mention that with Auto Trader. We told him we would not be able to purchase the vehicle for $500 because of our findings and said he should go back to the other dealer he received an offer from. Being we are a car dealership, we did ask him if he was interested in looking at a new vehicle. He declined and started getting very upset at the situation. We escorted him out because of his reaction. We then started receiving threatening letters from Mr. [redacted] which we did not respond to initially. We always strive for complete customer satisfaction so I called Mr. [redacted] and apologized for the way he felt he was treated by us. He complained about the gas he wasted and again his time so we agreed to reimburse him for the gas he used coming to our dealership. We want to add one more note of information, this vehicle is not Mr. [redacted]’s vehicle to sell. Mr. [redacted] informed us that the vehicle is owned by his Mother. We told him she would have to come in with him as we cannot purchase a vehicle he does not own. His mother was not with him when he brought the vehicle in for us to potentially purchase. We would not have been able to make a transaction with him without his mother on his initial visit. So in closing Mr. [redacted] would have had to get his mother to actually complete a transaction of selling this vehicle. Sincerely, [redacted] General Manager

Consumer

Response:

Please Post my Response for others to see how [redacted] Chevrolet does Business

Review: I asked the dealership to replace the radio bezel in doing that they damaged the dashboard.Desired Settlement: I want the dashboard repaired or replaced. Also the radio bezel that was installed had a defect and was installed poorly.

Business

Response:

We have reviewed [redacted]'s complaints and in house file again. Our findings and conclusion remains that we did not damage his vehicle. Our service director has many years of experience and did the installation of the bezel himself to ensure Mr. [redacted]'s approval. Mr. [redacted] inspected the vehicle before leaving the dealership and expressed his satisfaction. We have given him an agreed upon settlement check for $500 in lieu of us repairing his stereo any further. Mr. [redacted] had agreed to this and we felt this situation was resolved.We feel we have gone above what should be expected of us to Mr. [redacted] and believe this case should be closed.Sincerely,[redacted]

Consumer

Response:

Same response from the previous!

Review: I paid $981.00 to fix a problem with my 2004 chevy impala the problem was the security light kept popping on which would not let he car start. Now the car is a secondary vehicle so when I got it fixed it was not being used when my primary vehicle broke down I started using the Chevy impala and the same problem happened I had the car towed back to the shop and they are now giving me the run around I just want my money and car backDesired Settlement: My money back

Business

Response:

0112 1/20 15 Customer had 2004 Chevrolet Impala serial#[redacted] with 89,555 miles towedin with a no start condit ion. Customer stated that the security light is on. Upon initial inspectiontechnician noticed vehicle had an after market alarm installed, customer has no prior history upon this visitat Andrew Chevrolet. Technician also found that dash wires were shorted, wires were cut and burnt due toafter-market a larm install ation. Diagnostic trouble codes were present with a pass lock passcode incorrectbut valid error and security sensor circuit high voltage error. We concluded pass lock sensor in cylindershorted out. We repaired the wires back to factory standards, replaced cylinder, and reprogram theftcontrol module. After rewiring the dash, replacing pass lock passcode cylinder, and reprogrammingvehicle ran fine, technician road tested, and checked out ok. Customer came in, picked up vehicle, andproceeded to drive the vehicle for over 80 days before returning. Technician also noted asrecommendation on customer repair order that transmission was slipping, esc light was present, abs lightwas present, check engine light was present, passenger wiper did not work, and coolant was leaking fromlines.04/10/2015 Customer had vehicle towed back in with a no start condition. Technician cannot get thevehicle running at th is time to properly diagnose issue. Technician suggests replacing power controlmodule.

Review: THERE WAS A RECALL LETTER SENT REGARDING MY TOYOTA AND I TOOK IT TO ANDREW TOYOTA AND THEY STATED THEY FIXED IT. WELL I HAD TO TAKE IT IN TO A MECHANIC AFTER THAT AND COME TO FIND THEY DID NOT FIX THE PROBLEM THEY PAINTED OVER IT AND DID NOT FIX THE PROBLEM. I WENT AND TALKED TO THE MANAGER OF THE DEALER TOOK IN THE PAPERWORK SHOWING THE RE-CALL AND THE DATE I TOOK IT IN TO THEM SHOWING IT WAS FIXED BY THEM. I EXPLAINED WHAT THEY HAD DONE AND HE DID NOT CARE HE STATED THERE WAS NOTHING HE COULD DO. HE WAS VERY UNPROFESSIONAL I TOLD HIM I WOULD BE TALKING TO MY ATTORNEY AND HE DID NOT CARE. I DECIDED TO CONTACT YOU TO SEE IF THIS IS ISSUE CAN BE RESOLVED IN A BETTER WAY IF NOT I WILL HAVE TO TALK TO MY ATTORNEY.Desired Settlement: I WANT THE ISSUE FIXED ON MY CAR LIKE IT WAS SUPPOSE TO BE AS IT WAS A RE-CALL THAT WAS ISSUED.

Business

Response:

The service manger have contacted the customer and discussing the issue.

Review: When we took our Rav4 into this service center we got a report back that our engine was shot and that we needed another car. We had a water pump that needed to be replaced, and then we were told because the water pump caused damage to the block and we needed a new block ($4000) and we need a new radiator. All the problems mounted up to $9000 according to the service person. We went with a second opinion and all the items that we wanted fixed are fixed for A LOT less then 9000 or trying to scare us into a new car. Our Rav4 is a 2006 and runs fine.

I will not be returning to Andrew Toyota again for ANY repairs or sales. I will be taking my business elsewhere.Desired Settlement: I would like phone call for more details about the so called expert service center.

Business

Response:

[redacted]

Dear Mr.

[redacted],

We are in

receipt of your complaint to the Revdex.com of Wisconsin regarding

your service visit to Andrew Toyota Scion, on May 19th, 2015.

At that time

of your visit, you provided a number of concerns and requests regarding your

2006 RAV4 to our Service Advisor, Sarah Zaja. These included a request for an

oil and filter change, the completion of 3 recalls, check engine light on,

exhaust system noisy, battery light on, and tire pressure sensor light on. Your

work order was given to one of our Certified Technicians for inspection and

diagnostic testing.

After a

complete inspection of the vehicle, the following items were found:

Review: My complaint is regarding Sales issues, and Customer Service issues. I went to Andrew Toyota looking to purchase a vehicle. On 4/29/15, I met with a salesperson and test drove a 2011 Mazda Tribute (SUV). During the test drive, I discussed with the salesperson what I was looking for, and features that was important to me. The vehicle was basic and only had a CD, AM/FM radio and Sirius XM Satellite radio. The salesperson had me to put a CD in and we learned that it was only a one CD changer and a button for Sirius radio, but it stated "No SAT radio" The salesperson never said a word when I stated I can transfer my SAT radio to this vehicle. I reiterated several times to the salesperson that having Sirius radio was important to me, because that is basically all I listen to. I informed the salesperson several times that I had had Sirius radio for the past 7 years and I currently have a Sirius subscription that would need to be transferred to this vehicle. I then gave the salesperson $200.00 to hold the vehicle while the finance department processed the application. Several days passed, and I never hear back from the Salesperson or the finance department regarding if I had been approved or not. On Tuesday 5/5/2015, due to poor communication, I went back to Andrew Toyota to request my $200.00 be returned and put back on my visa card. I was informed that I needed to speak with Mr. J[redacted] in the finance department. Mr. J[redacted] then informed me that I had been approved for financing since Friday 5/1/15, but nobody ever called to inform me.Mr. J[redacted] stated on Monday 5/4/15, he sent the finance papers to my bankruptcy attorney for approval, but didn't put attention to anybody on the fax. I contacted the law office and learned that they didn't get the fax until Thursday 5/7/15. Finance paperwork was not completed until 5/15/15. I took the vehicle home on 5/13/15 under a rental agreement.On 5/14/15 I called Sirius radio just to learn that the vehicle did not have a tuner for Sirius Radio.Desired Settlement: My desire is that Andrew Toyota fix the problem by having a transmitter or a SCC1 tuner installed in my SUV. The top seller salesperson was dishonest and had to be aware that this vehicle was not equipped for Satellite radio. The salesperson sent me to Car-Feteria to buy a portable tuner at my expense. The salesperson also suggested he could find a old AM/FM radio with Sirius, but it would cost me $450.00 for installation. Andrew Toyota need to provide me with a Satellite tuner at their expense.

Business

Response:

Andrew Toyota did not represent this vehicle to have satelite radio and have worked with Mrs. [redacted] to assist her with her concerns. We contacted Hall Imports a local Mazda dealer to inquire about availability of a receiver for the 2011 Mazda Tribute. We were informed the part had been discontinued and none were available after they did a search through thier system at all. we took Mrs. [redacted] to Carfeteria a custom stereo shop in Milwaukee. They told her a satelite receiver and mounting bracket would cost approximately $260. Mrs. [redacted] did not want an aftermarket radio. Andrew Toytoa offered to pay for half of the system to satisfy her issue with the vehicle. We certainly do not wish to have a unhappy customer. She declined our offer and said she just did not wish to think about it any longer. we again spoke to Mrs. [redacted] today and again offered to pay for half and she again declined. we apologized for any inconvenience.

Business

Response:

Revdex.com,

I took my car in for a routine oil change and also asked if they could identify the shake I was getting in the front when I reach 40 mph.. I have a 2009 malibu. They stated it was a tie rod I agreed to get it fixed right away. They stated when I paid, they recomend new tires and alignment. Following day I went to farm and fleet purchased 4 new tires and they stated I should have tie rod and alignment done . I just had it done at andrew the.following day I called but was unable to get a return call I received no reply from andrew . Followed up with another call after not hearing from them, I told them the issue because I stated customer,service is your passion my butt I stated, anyway they did an awesome job at proving to me they stand by customer service , they showed me how wrong farm and fleet was. Also they did my alignment over all while I stood and watched. The tech explained to me everything he was doing. Yes Andrew did it at no charge. So thankyou Brian [redacted] and the awesome tech. That helped me understand it all. So Farm and Fleet maybe you shouldnt have tried to sell me something that I had done 4 days prior , when I had new tires put on Thankyou to Andrew chevrolet in Glendale. 07/02/15

Review: First, let me say that it's been very painful and difficult for me to even be mobile due to me having a herniated disc/pinched nerve. However, today I took my car into be serviced at Andrew Chevrolet(12/04/2015)for only two recall parts. When I returned to pick my car back up and sat down in it I noticed right away because of my back that my seat was broken. Right away I informed the sales associate what the problem was and he called over the mechanic who worked on my car. Telling him what the issue was the Mechanic turned to me and said "It was like that when I got in it", I in return stated "No it wasn't"! So, after awhile of "Yes it was, No it wasn't" a [redacted] was called over to see what the situation was about, after hearing the mechanic side the [redacted] basically says to me "He's been here over 12 years and he had to take his side over mine" There is no way I can right around with a broke seat due to my severe back problems. All I could say was WOW,I was so [redacted], I cursed and got the hell out of there and never to return!Desired Settlement: When I suggested that they fix it/repair it, to like it was the [redacted] chuckled and laughed in my face and said absolutely not which left me feeling humiliated.

Business

Response:

Customer pulled into service drive, [redacted] the [redacted] wrote a repair order and handed it to [redacted] the [redacted]. ** was the first person to sit in vehicle still parked in the service drive. He stated that the drivers seat was loose when he sat down in the car. The seat frame in the right rear area was cracked, normally from wear and tear. I explained that to [redacted] but she insisted we damaged her seat. I don't believe we did anything wrong that would have caused her seat frame to break the very first time we sat down. It will require the seat frame to be replaced at the customers expense. We would be willing to do that at a discount price if the customer wanted to have that done here. Sincerely, [redacted] Andrew Chevrolet[redacted]

Consumer

Response:

I have read Andrew Chevrolet responds and I disagree with their solution. I feel that a discount is still not acceptable due to the fact that their technician is the one who broke the seat to began with. Why should I have to pay for something that wasn't broke when I brought my vehicle there.

Business

Response:

The driver's seat frame for this vehicle is $732.90 plus labor to remove, disassemble and install new frame. We use to stock this part because of this problem. This parts was covered under the new vehicle warranty of 3 years or 36,000 miles from GM. This vehicle now has 117,995 miles. There is no special coverage from GM for this condition. Andrew Chevrolet would cover 50% of what ever that total cost would be if the customer has the work done here. [redacted]

We were customers for over 20 years and bought several cars at Andrew Toyota. I came in for service and were told that the repair would cost us $500. They came to us with a bill for $800. I tried several times to talk with them and, when they were willing to talk, they were very condescending each time. I gave up. I had to go in the next day since the check engine came on. They offered no apology. After 20 years with, I will never go back to them again. I will also be telling all my friends, family, and anyone who will listen about their lies, condescension, and what I'd call the opposite of customer service.

Today around 8 am I had called for an appointment for oil changes and diagnosing my vehicle since I am hearing sound towards the front tires. I requested I will drop off my vehicle in the evening and get it back the next day evening. I arrived at 8:10 pm and the service department was closed. Service department timings are from 9 am to 9pm. After I walked in to the cashier department I came to know the service department closes at 8 pm, which I was not told to begin with the service person. I drove from South Chicago since I wanted to get my vehicle checked since its driven by my family. This is the most unexpected disappointment I felt today about your service. Out of 10, I will give very poor ratings to your service department .