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Don K Chevrolet, Inc

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Don K Chevrolet, Inc Reviews (5)

Complaint: ***I am rejecting this response because:
MrS*** is clearly out to cover his own butt legally when he explains the "mays" and "coulds" in the letterThere seems to be no concern or interest for what impressions his letter (or the one send by DonK) may have had on the people he sent it toAnd even though he would like to say it's all generalities, but by mentioning "no out of pocket" or "keep the same payment you are accustomed to" in a letter, customers will have some expectation that DonK will be able to meet that conditionStrangely enough, the salesman I spoke to when I came into the dealership was not aware a letter like this was even sent out and commented to me that he wished more homework was done on DonK's part before these types of letters were mailed outBecause he didn't have a lot of optionsThat probably meant you have to be able to offer more than just one specific way to meet your customers needs when you send these letters out or you going to waste a lot of people's timeBut, that's ok as long as you make a few sales, right?
When I spoke to the customer expectations department about this issue, I called to have my name taken off all correspondence with DonKI was made aware of all the data DonK has available about their customers before they send these letters outThey knew the current mileage on my vehicle that I have serviced there as well as miles I drive each year and my current address and distance to KalispellSo they knew, for example, that a lease would not work for me because I would go way over the mileage requirements a lease has and would owe them a ton of money when the lease is doneNot to mention all leases are either front end or back end loaded so I would have to pay them at the start or finish of the lease usually at least a couple thousand dollarsSo much for the "no out of pocket" phrase in the letterBut, of course, we all now know those phrases are just generalitiesJust specific enough to get someone interested but not specific enough to really be liable or accountable to do anything for the customer
So, thanks so much DonK for wasting my timeNot only did you frustrate a good customer, you lost oneI would not recommend or encourage anyone to waste their time and/or money and deal with you
Sincerely,*** ***

We are sorry you feel this wayWe stand behind our previous statement

To whom it may concern,
A large part of our business is based on repeat customers. We are constantly looking at restocking our inventory while providing an opportunity to previous customers, who may be going out of warranty, a means to upgrade to a newer model. On many occasions we work with...

Subaru to determine which customers will benefit based on the estimated current equity in their vehicle.
The letter that we send out is not misleading in any way, nor is it intended to be. It states in the letter: “you may be able to upgrade”, along with “potentially keep the same payment”, and “could possibly reduce it”, “based on your estimated equity position”. Nowhere does it provide a guarantee on any of the above. There are many factors that determine an overall payment including, but not limited to; trade evaluation, current credit, available inventory upon customer arrival, dealer incentives, etc. This also is clearly stated at the bottom of the letter. There is no fine print or asterisks that could be deceiving or confusing. We pride ourselves on our transparency and we feel this letter provides all the necessary information for the customer to make an informed decision.
One thing that was left out by Mr. [redacted] is that he was offered a direction that provided a means to lower his payment. We presented a lease option that met the criteria. He declined this opportunity. The desired settlement option has already been provided for Mr. [redacted]. We can’t be held liable if the customer declines the terms provided, for whatever reason.
We do appreciate Mr. [redacted]’s business and thank him for being a valued customer.  We will continue to service him to the best of our ability and hope that we can continue to take care of him for years to come.
 
Sincerely,
Travis S[redacted]
GSM
Don “K” W[redacted]

Complaint: [redacted] I am rejecting this response because:
What bothers me about DonK's response is that they say they "stand" on their previous comment. And their position is that a lease option was presented to me (a valid monthly payment and all) and they say I turned it down. In my previous reply to the Revdex.com I stated why a lease would not work for me but what's interesting is that DonK has never presented me with lease numbers for any vehicles (specific estimates on monthly payments, etc) I have ever considered buying from them. When I arrived at the DonK dealership, the salesman said they had standard loans and leases. I said was interested in a loan. The salesman never pursued the lease option after that. If DonK would have had a lease special going or something, the salesman could have said, "because if you were interested in a lease we have a special going of yata yata and that may come close to your current payment. Let me do the numbers and let's see..." But nothing like that was ever mentioned or offered by the salesman. Instead, the salesman got frustrated and said I wish they did more homework before they sent these letters out to people. That response does not tell me the salesman was confident a lease they have may have actually come close to my monthly payment. Yet apparently, his senior management is because they are the ones replying to this complaint.  Yet, they stand by the position that I was offered a monthly payment on a lease that was at or below my current monthly payment which is what is stated in the letter. I was not.
It's clear to me now that DonK is only out to sell cars, no matter what they have to say to get a customer in the building. And unless a lawsuit or an organization like the Revdex.com steps in and holds them accountable to actually follow through with what they promise to at least to one customer (sorry, I shouldn't say promise it should say the general statements they put in letter correspondence meant to give the customer the impression that say one out of 10000 may be able to get whatever they are telling people they can get), they will keep doing that and it will probably keep escalating.
I appreciate the Revdex.com being there and offering to mitigate issues like this, even though I have no idea if the Revdex.com has the power to get a dealership like DonK to be accountable for what they claim in correspondence.
And I do appreciate DonK at least responding to this complaint. Even though I am not sure if they are required to reply or chose to. Although, with all the awards they say they have regarding customer service and support on their web page, I was sadly disappointed.
Sincerely,[redacted]

Review: I purchased a 2009 Dodge Journey at Don K in the spring of this year. I purchased the extended warranty, which the loan guy told me I could use anywhere but have since been told by local mechanics that I have to actually have the work done at a dealer to use the warranty. I have had the car just not start on three occasions now. The first time it happened, on June 8, I called Don K and spoke to the Dodge department. I was told that I was a woman and had probably stupidly left the lights on, even though I told them I had never even once turned the lights on. I had the battery checked and all electrical worked during and after the not starting issue. The car started several hours later. I took the car to Don K the next available day, the following Monday. They didn't even run a diagnostic on it as they said they would. [redacted] the Dodge service guy told me it was just an issue with my keys and I should carry both with me to try from now on. It happened again on August 7. I tried both keys every which way. [redacted] said to have the car towed to him. I did at a cost of $110. They ran a diagnostic but [redacted] said since the computer only came up with a key code he refused to do anything to fix it. I did research and other Journey owners say their cars need a new wireless control module and the issue stops. I told [redacted] this. [redacted] said I could replace any module I wanted at my own expense but he would do nothing. He told me that the issue is satellites or alarm systems near my work interfering with the signal of my keys. Today, August 16, it has happened again only this time at my home where there are no alarm systems or spy satellites. The dealer is closed. As a single mom of 4 I worked hard to make it so I could afford a car payment and a reliable car. I even purchased the extended warranty for protection. Now I have a high car payment and a car with 50,007 miles that isn't reliable at all and a dealer who cares nothing about people but only about money.Desired Settlement: I want the issue fixed so that I don't have to wonder and worry about my car not starting.

Business

Response:

08/30/12

To whom it may concern,

The letter is hopefully the resolution of customer complaint case ID 9176665, for a customer [redacted]. 2009 Dodge Journey with a intermittent no start concern.

[redacted] brought the vehicle back in on 08/29/12, we were still unable to duplicate the customers concern, although we did find a technical service bulletin from Dodge that describes her concern. It has to do with moisture getting into a connector for the starter. The service procedure is to replace the connector. We have ordered the connector and are waiting to install, I have contacted the customer and she is aware of the repair and she is also aware as she will have to be the one to test the vehicle as it does not happen that often.

I do believe this will take care of it as she stated it usually happens when the weather is moist or rainy outside.

If this does not repair we will continue to try to duplicate the concern and repair for her.

I f you need any additional information please let me know,

Thank you,

Fixed operations Manager Don K Chrysler ###-###-#### [redacted]@donk.com

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Repair & Service

Address: Whitefish, Montana, United States, 59937-8234

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