Courtesy Chevrolet

I purchased a new vehicle for my Daughter back in September months have passed [redacted] we still have not received registration and license plates for the vehicleMy daughter can't drive her new car because the dealership can't get its act together and get this resolvedI have called dozens of times and requested a call from the General Manager, the Finance Manager, anyone who can help usNOT ONE TIME HAS ANYONE RETURNED MY CALLWhen we were buying the car they made a big deal to tell us about "service after the sale"Well, there is NO SUCH THING at Momentum ChevroletMy daughter is in the military and cannot leave the base over and over and drive 1-1/hours to visit the dealership, and they have made no effort to reach out to her and resolve thisTHIS IS HOW THEY TAKE ADVANTAGE OF A SERVICE MEMBER?? Don't buy from this dealership!!! ABSOLUTELY AWFUL CUSTOMER SERVICE!!! How can you not get a brand new vehicle registered when it is what you do as a business??!! HORRIBLE!!

I purchased a new vehicle for my Daughter back in September 2014. 5 months have passed [redacted] we still have not received registration and license plates for the vehicle. My daughter can't drive her new car because the dealership can't get its act together and get this resolved. I have called dozens of times and requested a call from the General Manager, the Finance Manager, anyone who can help us. NOT ONE TIME HAS ANYONE RETURNED MY CALL. When we were buying the car they made a big deal to tell us about "service after the sale". Well, there is NO SUCH THING at Momentum Chevrolet. My daughter is in the military and cannot leave the base over and over and drive 1-1/2 hours to visit the dealership, and they have made no effort to reach out to her and resolve this. THIS IS HOW THEY TAKE ADVANTAGE OF A SERVICE MEMBER?? Don't buy from this dealership!!! ABSOLUTELY AWFUL CUSTOMER SERVICE!!! How can you not get a brand new vehicle registered when it is what you do as a business??!! HORRIBLE!!

We wanted to let the Revdex.com know that Mr. [redacted] came into Courtesy Chevrolet on 5.26.2015 to rectify any issues that he had with his radio. We were able to replace his radio with one that met all of his criteria while he was handling some business he had in the Phoenix area. Mr. [redacted] was more than helpful in allowing us the time needed to handle his issue and we thank him for the opportunity. We hope that Mr. [redacted] is completely satisfied with Courtesy Chevrolet and the ultimate outcome. If there is anything else we can do, please feel free to contact Courtesy at your convenience. Sincerely,[redacted]Finance Director

Courtesy Chevrolet's reply to my complaint against them dated 11-10-15 stated that this was simply a mistake in their advertisement and that I am trying to take advantage of  them. This could not be farther from the truth as they, in fact, tried to take advantage of me. Had I been informed when I called at 8:20 AM on 11-5-15, that the ad had errors in it, there would have been no problem and I would not have wasted the trip to the dealership and would have moved on in my search for a new vehicle.  Instead, internet sales manager Shola O[redacted] actually BROKE THE LAW and committed CONSUMER FRAUD by insisting THREE TIMES that I needed to come to the dealership because there was a new 2016 Equinox LT available and I could purchase it for the advertised price of $15,999 plus TT&L. I went into the dealership in good faith and then both Mr. O[redacted] and Internet director Steve Rimer continued the fraud by telling me that the vehicle had been sold but wouldn't give me the stock number. Mr [redacted] continued by showing me a paper saying I could purchase an LS (cheaper trim level) for $4,000 more. This now became a blatant BAIT-AND-SWITCH tactic as well as FALSE ADVERTISING. He finally admitted that no LT had been sold that day as of that time.Courtesy Chevrolet assurres the Revdex.com that this type of behavior is "not common practice" yet that does not excuse the fact that it did indeed HAPPEN IN THIS CASE! Owner/GM Mr Scott G[redacted] rolled his eyes and said someone would get fired over this when I discussed it with him that day, before I left the dealership. Yet he refuses to do the right thing and honor the advertised price of $15,999 for the Equinox LT in light of the unethecial behavior of the two employees mentioned above. As a point of clarity here, I never used the term "retaliate" nor did I make any "threats" in talking to anyone at Courtesy Chevrolet. However in conversation with Mr. G[redacted] he said, "So, you intend to leverage your position by going to the Revdex.com and Attorney General's office?" I told him that my only intention was to inform him what had happened at his dealership and to give him an opportunity to correct the situation. I did say I would consider all opions available to me based on how I was treated.Mr. L[redacted] called me after 5 PM on 11-5 to get my e-mail address. This was  long after I had left the dealership. He then sent me a personal retraction for the ad-LONG AFTER THE DAMAGE HAD BEEN DONE.  As I told him in my reply, a retraction after-the-fact is of no value.Courtesy's reply is simply a smokescreen designed to cloud the issues as I accurately presented here and in the original complaint. Courtesy refuses to address the fact that two of its employees abused a potential customer who acted in good faith on its employees' misrepresentations, deception, false statements and false pretenses to get me into the dealership and then use bait-and-switch tactics. Therefore, this matter cannot be considered settled until Courtesy honors the ad and the representations made to me. Based on the facts presented here and in the original complaint, I reject the answer to my complaint by Courtesy Chevrolet. My proposed solution is for Courtesy to sell me the new 2016 Equinox LT for the advertised sale price of $15,999 plus TT&L. I remain ready, willing and able to complete the transaction. I would appreciate any assistance on the part of the Revdex.com. Thank you

Revdex.com [redacted] Re: Mr. [redacted]

face="Calibri">Reference Complaint Id [redacted]   1.31.2014 To Whom It May Concern: Please let us start off by thanking you for allowing us the time to contact Mr. [redacted] in order to try and resolve this issue.  We were able to contact Mr. [redacted] last week and he was very cordial and helpful in giving us all the information to rectify his issue with Courtesy Chevrolet that was presented to the Revdex.com.  It seems that there was some confusion on the purchase order that was further inflamed once our business manager did not complete his fiduciary responsibility in letting Mr. [redacted] was else was owed when Mr. [redacted] specifically asked.  We take full responsibility for not completing our task, and apologize to Mr. [redacted] for any inconvenience. We since have been in touch with Mr. [redacted] and he even went the extra mile in coming into town on 1.31.14 in order to speak with our General Manager, Finance Director, and Salesman involved in the deal.  We were eager to listen to Mr. [redacted]s issues with our dealership and took them as a stepping stone in moving in the right direction when it comes to customer service.  Mr. [redacted] also made his payment that was in question, and we agreed to streamline his payoff in order not to affect his account status with his lien holder.  Even after doing business for more than 55 years we are humbled when we say that we still strive to perfect our process every day and understand that our best critic is our guest at our store.  Thank you to Mr. [redacted] for his time and effort and to the Revdex.com for their attention in this matter. Sincerely,       [redacted] Finance Director [redacted]

I have only talked to John L[redacted] a couple of times and the last time I talked to him he could not give me a straight answer, I feel like myself the customer is getting thrown into the gutter, my mother has called but was hung up on and since has not called back, she agrees I should have gotten my rims and tires that had come with my new truck but they are not coming too terms on why there was 3 trucks at the place to where I got my old tires taken off and put on the new truck and NO NEW TIRES AND RIMS supposedly since there were 3 trucks there management at Courtesy Chevrolet can not get there story straight.All I want is my tires and rims that came with the new truck,Thank you,Lewis

Dear Sir/Madam:

face="Calibri"> 
Please let me start by thanking you for taking the time to bring Mr. [redacted] concerns with our dealership to our attention.  We would also like to apologize to Mr. [redacted] for his inconvenience in the matter. We do recognize Mr. [redacted] as an outstanding former employee and would hope he would understand these were not malicious acts on our part.  After speaking with Mr. [redacted] it seems we did have a breakdown in communication to make sure we seized any further communication with Mr. [redacted] and his family.  Mr. [redacted] did in fact go to every department involved in  the matter and asked for Mr. [redacted] information to be removed from our system on 5.9.2014.  After receiving the complaint from the Revdex.com today I also went to every department involved to follow up with Mr. [redacted]’s request.  Even though we saw Mr. [redacted] as a loyal customer and former employee we can appreciate his frustration in the matter and would like the Revdex.com to know that we will comply with his request to stop any further contact. 
 
We completely understand Mr. [redacted] concern as it was not our intent to upset him or make any of our customers unhappy.  It was a mistake that we have rectified and hope we can earn Mr. [redacted] respect and business in the future.  If Mr. [redacted] needs anything else, he may contact me at his convenience.        
 
Sincerely,
 
[redacted]
Finance Director

Thank you for bringing this to our attention.  We have tried on numerous occasions to rectify Mr. [redacted]'s issue, but have had no success.  We encourage Mr. [redacted] to please come in and speak with John L[redacted].  He is the Fleet Director and he has been made aware of the latest...

correspondence with the Revdex.com and Mr. [redacted].  We will be more than happy to try and rectify Mr. [redacted]'s issue once again at the request of ownership and in good faith.  Mr. L[redacted]'s information is below. 
John L[redacted]

To Whom It May Concern:                 Please let me start off again by thanking you for taking the time to look into Ms. [redacted] concerns with Courtesy Chevrolet.  After reviewing the purchase documents and speaking with our Pre-owned...

staff it seems that Ms. [redacted] concerns are valid and we are more than willing to try and rectify her situation. Our Pre-owned Director and Service Director has reached out to Ms. [redacted] and set up an appointment to rectify her A/C issue. We apologize to Ms. [redacted] for having to spend her time trying to deal with this, and hope we can come through to meet her expectations.  I’m sure Ms. [redacted] will reply to the Revdex.com and Courtesy once we have achieved her satisfaction with her vehicle and Courtesy Chevrolet.  We strive every day to keep our guest happy, and understand that things sometimes don’t work out as expected.  Our Pre-owned and Service Directors, [redacted] and [redacted] will be more than happy to be the point of contact for Ms. [redacted] throughout this process when she decides to come in and discuss her concerns.                . Sincerely, [redacted]Finance Director###-###-####[redacted].[redacted]Pre-Owned Director###-###-####[redacted].[redacted]Service Director###-###-####[redacted].[redacted]

If you ever see a price online for a car at "Courtesy" Chevrolet, it's probably wrong. But they won't tell you up front, even when directly asked. They will waste an hour and a half of your time and then tell you it was a typo... and that they are not able to honor it. Probably a ploy to draw people in. I do not recommend this place.

Please let me start by thanking you for taking the time to bring Ms. [redacted] concerns with our dealership to our attention.  In reviewing the complaints by Ms. [redacted] I can appreciate any frustrations that may have incurred with the negotiation process with our dealership.  Courtesy...

Chevrolet does not take these issues lightly and are sincere with our apology to Ms. [redacted] knowing that even our process may break down now and then. When our management got together to review Ms. [redacted] complaint the first thing that was in the file was a copy of the check that was sent to [redacted] Financial on behalf of Ms. [redacted] account.  The check was indeed made out for $5,295.00 on 8.14.2014 which was the cancellation of Skylink, service contract and gap portions of Ms. [redacted] contract. Now our records show that Ms. [redacted] vehicle had the Finishing Touch product on the vehicle, but we are willing to refund to Ms. [redacted] as well a gesture of good faith.  The total of the cancelable items would be $6090.00, all of which has been sent to [redacted] or in process to do so.  The differences in the amount Ms. [redacted]  had mentioned in her complaint seems to be in the agreed amount to pay for this vehicle notated in the purchase order and disclosures that are in the file.  We welcome Ms. [redacted] to our dealership to sit and speak with one of our sales managers to go over these numbers if she is still not satisfied with the outcome of the cancellation amounts.  We completely understand Ms. [redacted] concern as it was not our intent to upset her or make any of our customers unhappy. We have been in business over 60 years and I can assure the Revdex.com and Ms. [redacted] that we do not condone concealing charges or deceptive practices at our dealership.  If Ms. [redacted] would like to make an appointment with our sales manager she may use me as the point of contact.  Thank you again to the Revdex.com and Ms. [redacted].Sincerely,David Gonzalez

Reference Complaint Id [redacted] Dear Sir/Madam: Please let me start by thanking you for taking the time to bring Ms. [redacted] concerns with our dealership to our attention.  We wanted to update the Revdex.com with information regarding this complaint.  We have...

reached out to Ms. [redacted] to no avail until 6.24.15 when Ms. [redacted] returned our call.  She did leave us a message that she will be available to converse again on 6.27.15.  We have done extensive research on her issues and we believe we will be able to explain to Ms. [redacted] and hopefully rectify any problems she may have with Chevrolet and Courtesy. We look forward to speaking with Ms. [redacted] when she is available so we may set an appointment with our Fixed Operations Director, [redacted] who can go over all Ms. [redacted] issues.  Thank you to the Revdex.com once again for your interest in the matter and our apologies to Ms. [redacted] for having to deal with this situation.Sincerely,[redacted]Finance Director[redacted]Fixed Operations Director

March 24, 2014Revdex.com ID#: [redacted]U-Haul Ref#: [redacted]Thank you for your concern for our customer [redacted].[redacted], our Executive Assistant for our [redacted] regional office, followed up on the information [redacted] provided. She informed...

our office [redacted] secured her truck rental at her desired pick up location this morning.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.Sincerely,[redacted]Executive AssistantU-Haul International

To Whom It May Concern:Please let me start off again by thanking you for taking the time to be involved in Mr. [redacted] concerns with Courtesy Chevrolet.  After reviewing Mr. [redacted] issues with Courtesy we have made the effort to contact Mr. [redacted] and start to rectify his issues.   Mr....

[redacted] concerns are valid and we are more than willing to try and rectify his situation.  Our customer service Director, [redacted] has already started the process and Mr. [redacted] let us know by email that he was going to contact the Revdex.com to let you know we are in effort to make this right.We apologize to Mr. [redacted] for having to spend his time trying to deal with this, and hope we can come through to meet his expectations.  We strive every day to keep our guest happy, and understand that things sometimes don’t work out as expected.  We feel that we have dropped the ball concerning Mr. [redacted] concerns and hope we can come out of this with Mr. [redacted] being completely satisfied.Sincerely,[redacted]Finance DirectorCORRESPONDANCE FROM MR. [redacted]...Hello [redacted]Thank you for your response, too bad I had to file with the Revdex.com to get it.To be perfectly honest, at this point I feel like the unit that has been replaced twice already is defective and don't want the same thing again.  I am willing to discuss options to that end.As for the debit card, I did attempt to contact you on several occasions last year to tell you that nothing had been added but I received no response.  I'm not sure if the card is still active at this point but here is the number at the bottom that you requested.  # [redacted].I would appreciate it if we kept our conversations over email.  I will alert the Revdex.com that you did contact me.  I hope you understand I'm not trying to be a difficult customer, just want what I paid for which was a truck with a working stereo/nav system.  I don't think I have received that.Regards[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The associate was attempting to sell to me a warranty, as my chance to extend had apparently expired. I'm not surprised that there wasn't any documentation regarding the inquiry of cruise control around the time of the sale. That seems awfully convenient. The company's refusal to give me cruise control free of charge supports the action of the salesman, [redacted]., who told me the car had cruise control before and after the sale: the perceived cruise control functionality was a factor in my deciding to purchase the vehicle.

Regards,

Revdex.com

face="Calibri">4428 North 12th St Phoenix, AZ 85014
Re: [redacted]
Reference Complaint Id [redacted]

Dear Sir/Madam:

Please let me start by thanking you for taking the time to bring Ms. [redacted]’s concerns with our dealership to our attention.   In reviewing the complaints by Ms. [redacted], I can appreciate any frustrations that may have incurred and would like apologize upfront for the lack of disclaimer on our military ads.  This was never meant to be misleading, but simply a lack of attention to detail before they allowed going to print.  I am also ex-Military and take this error very seriously.  I have included the corrected attachment and have spoken with the GM and Sales Manager to prevent this misprint from happening again.  That being said we will certainly provide Ms. [redacted] with free oil and a car wash.  Please feel free to reach out to me when you would like to take advantage of our offer.
               

Sincerely,

Shawn M[redacted]
Courtesy Chevrolet Service Manager
###-###-####
Fax: ###-###-####

Hi,
I am sad to say that no, I do not accept the response by the company.
Their "correction" was to add an ant-size footnote at the bottom of the page.  At first, I had two problems with this change.  One is the size of the font used on the "condition," and the other is the fact they did not include any kind of asterisk on the deceptive statement to alert the reader that there is a condition to the offer.
Then - I found your own Revdex.com Code of Advertising.  http://ruby.fgcu.edu/courses/tdugas/ids3301/acrobat/Revdex.comadcode.pdf
Here is my concern, based on your document:
2. "Free" a. The word "free" may be used in advertising whenever the advertiser is offering an unconditional gift. If receipt of the "free" merchandise or service is conditional on a purchase: the advertiser must disclose this condition clearly and conspicuously together with the "free" offer (not by placing an asterisk or symbol next to "free" and referring to the condition(s) in a footnote);
The add uses the word "free" - "FREE OIL CHANGE FOR VETERANS AND ACTIVE MILITARY EVERY FRIDAY!"  You can see from the ant-size footnote they added in the correction that there are conditions, which are not at all conspicuously stated.
I don't understand why the company is being so stubborn in simply stating the truth.  Offering free oil changes, even to only veterans and military with GM cars, is still a nice offer.  They don't need to be deceptive to make themselves sound good.
Thank you,

Revdex.com [redacted] Re: Mr. [redacted]

face="Calibri">Reference Complaint Id [redacted]   1.31.2014 To Whom It May Concern: Please let us start off by thanking you for allowing us the time to contact Mr. [redacted] in order to try and resolve this issue.  We were able to contact Mr. [redacted] last week and he was very cordial and helpful in giving us all the information to rectify his issue with Courtesy Chevrolet that was presented to the Revdex.com.  It seems that there was some confusion on the purchase order that was further inflamed once our business manager did not complete his fiduciary responsibility in letting Mr. [redacted] was else was owed when Mr. [redacted] specifically asked.  We take full responsibility for not completing our task, and apologize to Mr. [redacted] for any inconvenience. We since have been in touch with Mr. [redacted] and he even went the extra mile in coming into town on 1.31.14 in order to speak with our General Manager, Finance Director, and Salesman involved in the deal.  We were eager to listen to Mr. [redacted]s issues with our dealership and took them as a stepping stone in moving in the right direction when it comes to customer service.  Mr. [redacted] also made his payment that was in question, and we agreed to streamline his payoff in order not to affect his account status with his lien holder.  Even after doing business for more than 55 years we are humbled when we say that we still strive to perfect our process every day and understand that our best critic is our guest at our store.  Thank you to Mr. [redacted] for his time and effort and to the Revdex.com for their attention in this matter. Sincerely,       [redacted] Finance Director [redacted]

Reference Complaint Id [redacted] Dear Sir/Madam: Please let me start by thanking you for taking the time to bring Ms. [redacted] concerns with our dealership to our attention.  We wanted to update the Revdex.com with information regarding this complaint.  We have...

reached out to Ms. [redacted] to no avail until 6.24.15 when Ms. [redacted] returned our call.  She did leave us a message that she will be available to converse again on 6.27.15.  We have done extensive research on her issues and we believe we will be able to explain to Ms. [redacted] and hopefully rectify any problems she may have with Chevrolet and Courtesy. We look forward to speaking with Ms. [redacted] when she is available so we may set an appointment with our Fixed Operations Director, [redacted] who can go over all Ms. [redacted] issues.  Thank you to the Revdex.com once again for your interest in the matter and our apologies to Ms. [redacted] for having to deal with this situation.Sincerely,[redacted]Finance Director[redacted]Fixed Operations Director

Revdex.com
4428 North 12th St Phoenix,...

AZ 85014Re: [redacted]
Reference Complaint ID [redacted]

Dear Sir or Madam:
Please let me start off by thanking the Revdex.com for bringing Mr. [redacted] concerns with our dealership to our attention.  In reviewing the complaint made by Mr. [redacted] we can appreciate any frustrations that may have incurred, but can assure you there was no malicious intent.  Even though we have an assigned director, upper management and vendors who help with advertising there are times where small details are missed.   In this particular case we were advertising a 2016 Chevrolet Equinox by email for our Black Friday sale.  The advertisement is meant to sell our LS models for prices as low as $15,999.00.  In the advertisement we allow the intended audience to be able to see the inventory meant for this sale by clicking on a prompt reading “click here to view our Equinox inventory”, which brings up our entire LS inventory first.  The problem that Mr. [redacted] made us very aware of is our vendor and Courtesy Chevrolet made an error by one letter.  The advertisement did read LT versus LS.  We hold ourselves to a very high level of ethics and will admit that we are human and made a mistake.
As soon as Mr. [redacted] came in that morning we did try and rectify the issue at our sales manager level, but nothing seemed to satisfy him. We presented the LS offers once again, and like discounts on any LT model Mr. [redacted] should choose.  Our sales manager felt Mr. [redacted] frustration and immediately got our GM, Scott G[redacted] involved.  At this time Mr. G[redacted] invited Mr. [redacted] to speak with him and admitted it was an error on our part an apologized.  Mr. [redacted] rejected Mr. G[redacted] apology and made it known to honor the mistake or he would retaliate with complaints to the Revdex.com and Attorney General.  We are an honorable dealership and understand that we made a mistake, but threats such as these accompanied by phrases like “the honorable thing to do” seem like ploys to take advantage of a situation.
We have been in business for over sixty years striving for excellence every day.  Our track record proves this is not common practice, but we’re willing to compromise with Mr. [redacted] for his time.  We are willing to offer Mr. [redacted] $300.00, approximately $100.00 per hour he spent with us.  We will also honor the pricing on our LS model for $15,999.00 through the month of November along with three years of free oil changes on the vehicle purchased serviced at Courtesy Chevrolet.  We would also like to mention that we had no other complaints on this matter and have taken a pro-active approach in retracting our mistake.  Our team re-mailed our data base to clear up any mis-information.  We hope the Revdex.com can help us find resolution with Mr. [redacted] and know that Mr. [redacted] is welcome at Courtesy Chevrolet to speak about this matter at his leisure.
David G[redacted]
Finance Director

Bryan L[redacted]
Internet Director