Castle Rock Chevrolet LLC

We purchased a Chevy Traverse from Castle Rock Chevrolet in Evanston, WY, in June Because we live in Bozeman, MT, we ended up buying the vehicle sight unseen due to the initial positive customer service provided and the guarantees that the vehicle would have a point check, be detailed and the outstanding GM/Chevrolet recalls would be performedWe also questioned the salesman about whether the vehicle had ever been in an accidentHe pulled the Carfax report which stated no accidents had been reported, and we also asked if the vehicle looked as though there had ever been body damageHe told us that there was no body damageI want to point out that up until we received the vehicle, the customer service seemed great at Castle Rock Chevrolet They even drove the vehicle up to Jackson, WY, to my parents’ house free of chargeUnfortunately upon receiving the vehicle, our opinions changedThe vehicle had not been cleanedI found fried chicken, gummy worms, colored pencils and an assortment of other objects throughout the vehicleThe vehicle ran with a high pitch screech and the brakes squealed very loudly when reversingAlso upon looking at the rear end of the vehicle, it was obvious that there was body damageWhether the vehicle was rear-ended or the previous owner accidently backed into something, I am not sureBut, there were obvious cracks, dents and the rear door itself was not aligned well at allIt looked as though they had taken it to a cheap body shop to do the repairs at a low cost and avoid claiming it to insuranceBecause I was concerned about other possible issues with the vehicle I took it to the Chevy dealership in Bozeman, MT, where we liveThey agreed that the rear end had been damaged, none of the recalls had been performed as promised, the rear brakes and rotors were in very bad condition, the front brakes were not in great condition, the steering gear was leaking, and the power steering fluid looked like motor oilThey stated that it seemed as though Castle Rock Chevrolet had done nothing to prepare the vehicle to leave the lotThey had not performed the point check as promised, or all of these issues would have been found, including the body damageThe biggest issue was the failure to perform the safety recallsIt is ILLEGAL for a certified Chevrolet dealership to sell a vehicle in which the recalls have not been performed! GM/Chevrolet pays certified dealerships to perform these recallsThey do not lose money on the recallsCastle Rock Chevrolet simply did not do their jobI was told they had been performed when I purchased and received the vehicleHad I not taken the Traverse to the Chevy dealership here in Bozeman, I would never have known these safety recalls had not been performed until I possibly had a problem with the seat belts, water pump or air bagThe dealership in Bozeman performed the recalls and provided excellent customer serviceI contacted the owner of Castle Rock Chevrolet to let him know about what occurred with our vehicleHe was very upset, obviously, at the negligence of his staffHe had a driver meet me in Jackson, WY, to take the vehicle down and assess what all needed to be doneThey agreed to fix the rear brakes and rotors, flush the power steering fluid, replace the steering gear and repair the body damage to the rear endMy husband and I were pleased that they were trying to rectify the situationHad this been the end of the issue, we would have been very happy to write a positive review and sum it all up to a lesson learnedUnfortunately, the level of customer service provided was very poorWe had to repeatedly contact the dealership regarding updates on our vehicleThey had the vehicle for weeksOut of those weeks we had phone call from the dealership letting us know the status of our vehicleThe other times we had to contact themWe were told the vehicle would be ready to deliver on a Tuesday, come Wednesday I called them and they said they did not have a driver available but would shoot for Thursday or FridayNo big dealThat’s how these things goI am a reasonable person and can work with thisHowever, by the following Monday morning I still had not heard anything from the dealershipI contacted the owner who told me that a driver was already in routeIt would have been nice to know this since my parents were both either working or out of townWhen I told this owner this, his response was “well that sucks!” YepYou’re telling me… so does your customer serviceI had been very patient and had dealt with these guys very professionally but enough is enoughWhen I received my vehicle the body work had been done as promised, it definitely seemed to run better, but they had not detailed the vehicle as we had discussedThey had not even vacuumed itThey again failed to provide a service that should have been done at the point of sale, even after we had discussed this repeatedlyI also requested that they send me a copy of all the services/repairs they performed just to have for my recordsI have now had my car for a month and have yet to see this paperworkSo that is why I am writing this reviewI do not want anyone else to go through what we did with this dealershipI am hoping that this situation will improve how Castle Rock Chevrolet does business and that they will make sure that the point check and necessary recalls are performed on EVERY vehicleI would hope that this will not be how they do business in the futureBut I would warn anyone purchasing a vehicle there to be cautious and make sure that they have performed the work they say they have prior to completing the purchaseThank you for taking the time to read this review! I know it is lengthy, but I want to be honest and professional about our experienceI do not think that the owner/staff of Castle Rock are dishonest or questionable individuals, I just think that they made several mistakes and handled the situation very poorlyI have contacted GM who will also be working with this dealership to hopefully ensure that no one has similar issues at Castle Rock Chevrolet

We purchased a 2011 Chevy Traverse from Castle Rock Chevrolet in Evanston, WY, in June 2014. Because we live in Bozeman, MT, we ended up buying the vehicle sight unseen due to the initial positive customer service provided and the guarantees that the vehicle would have a 150 point check, be detailed and the 3 outstanding GM/Chevrolet recalls would be performed. We also questioned the salesman about whether the vehicle had ever been in an accident. He pulled the Carfax report which stated no accidents had been reported, and we also asked if the vehicle looked as though there had ever been body damage. He told us that there was no body damage. I want to point out that up until we received the vehicle, the customer service seemed great at Castle Rock Chevrolet. They even drove the vehicle up to Jackson, WY, to my parents’ house free of charge.
Unfortunately upon receiving the vehicle, our opinions changed. The vehicle had not been cleaned. I found fried chicken, gummy worms, colored pencils and an assortment of other objects throughout the vehicle. The vehicle ran with a high pitch screech and the brakes squealed very loudly when reversing. Also upon looking at the rear end of the vehicle, it was obvious that there was body damage. Whether the vehicle was rear-ended or the previous owner accidently backed into something, I am not sure. But, there were obvious cracks, dents and the rear door itself was not aligned well at all. It looked as though they had taken it to a cheap body shop to do the repairs at a low cost and avoid claiming it to insurance. Because I was concerned about other possible issues with the vehicle I took it to the Chevy dealership in Bozeman, MT, where we live. They agreed that the rear end had been damaged, none of the 3 recalls had been performed as promised, the rear brakes and rotors were in very bad condition, the front brakes were not in great condition, the steering gear was leaking, and the power steering fluid looked like motor oil. They stated that it seemed as though Castle Rock Chevrolet had done nothing to prepare the vehicle to leave the lot. They had not performed the 150 point check as promised, or all of these issues would have been found, including the body damage.
The biggest issue was the failure to perform the 3 safety recalls. It is ILLEGAL for a certified Chevrolet dealership to sell a vehicle in which the recalls have not been performed! GM/Chevrolet pays certified dealerships to perform these recalls. They do not lose money on the recalls. Castle Rock Chevrolet simply did not do their job. I was told they had been performed when I purchased and received the vehicle. Had I not taken the Traverse to the Chevy dealership here in Bozeman, I would never have known these safety recalls had not been performed until I possibly had a problem with the seat belts, water pump or air bag.
The dealership in Bozeman performed the recalls and provided excellent customer service.
I contacted the owner of Castle Rock Chevrolet to let him know about what occurred with our vehicle. He was very upset, obviously, at the negligence of his staff. He had a driver meet me in Jackson, WY, to take the vehicle down and assess what all needed to be done. They agreed to fix the rear brakes and rotors, flush the power steering fluid, replace the steering gear and repair the body damage to the rear end. My husband and I were pleased that they were trying to rectify the situation.
Had this been the end of the issue, we would have been very happy to write a positive review and sum it all up to a lesson learned. Unfortunately, the level of customer service provided was very poor. We had to repeatedly contact the dealership regarding updates on our vehicle. They had the vehicle for 2 weeks. Out of those 2 weeks we had 1 phone call from the dealership letting us know the status of our vehicle. The other times we had to contact them. We were told the vehicle would be ready to deliver on a Tuesday, come Wednesday I called them and they said they did not have a driver available but would shoot for Thursday or Friday. No big deal. That’s how these things go. I am a reasonable person and can work with this. However, by the following Monday morning I still had not heard anything from the dealership. I contacted the owner who told me that a driver was already in route. It would have been nice to know this since my parents were both either working or out of town. When I told this owner this, his response was “well that sucks!” Yep. You’re telling me… so does your customer service. I had been very patient and had dealt with these guys very professionally but enough is enough. When I received my vehicle the body work had been done as promised, it definitely seemed to run better, but they had not detailed the vehicle as we had discussed. They had not even vacuumed it. They again failed to provide a service that should have been done at the point of sale, even after we had discussed this repeatedly. I also requested that they send me a copy of all the services/repairs they performed just to have for my records. I have now had my car for a month and have yet to see this paperwork.
So that is why I am writing this review. I do not want anyone else to go through what we did with this dealership. I am hoping that this situation will improve how Castle Rock Chevrolet does business and that they will make sure that the 150 point check and necessary recalls are performed on EVERY vehicle. I would hope that this will not be how they do business in the future. But I would warn anyone purchasing a vehicle there to be cautious and make sure that they have performed the work they say they have prior to completing the purchase.
Thank you for taking the time to read this review! I know it is lengthy, but I want to be honest and professional about our experience. I do not think that the owner/staff of Castle Rock are dishonest or questionable individuals, I just think that they made several mistakes and handled the situation very poorly. I have contacted GM who will also be working with this dealership to hopefully ensure that no one has similar issues at Castle Rock Chevrolet.