East Hills Chevrolet

I recently purchased a GM Certified Pre-owned Chevrolet Tahoe 2016. I purchased the vehicle from the East Hills Chevrolet dealership in Roslyn, Long Island, NY on Monday October ***. 4 days ago. When I went to the dealership to pick up the vehicle on Monday afternoon and upon getting into it to head back home on Monday I noticed that the radio/navigation/mylink/Bluetooth screen in the center dashboard/console was not working. I stepped out of the vehicle to go back inside the dealership and informed my salesman. He advised me to stop at the East Hills Service Center further down the road in Douglaston, New York to have it looked at. I was not able to go at that time as I had prior commitments, so I asked him to set something up for the following day. He responded that this was a service matter, and I would have to call the number and make an appointment. In the 24 hour period following that the screen would turn on and off sporadically and randomly so I informed my salesman again by phone. I set up a service appointment for Wednesday November ***. I arrived early at 6;45am and was the *** vehicle admitted. I waited for the repairs to be done from 7am - 3:30pm when the technician (Simon) called me from the waiting area and said he needs more time because there is a communication problem with the vehicle. He could not confirm that the problem has been fixed. The maintenance staff asked that I leave the vehicle overnight so they can work on it the following day too. At that point I had wasted an entire day, and I was not going to take the vehicle which I paid close to $40K just 2 days before. I asked the manager/staff if I could get a loaner vehicle for the time being, and I was told none are available. I emailed the salesman Keith W the following morning and asked him if I can have a loaner vehicle for the following day (Thursday), and he said he believes the problem will be fixed that day and there won’t be a need for a loaner vehicle. At 4pm I managed to reach the service staff and they informed me that they are working on it and that they need it for another night. When I asked the service staff on the phone for a loaner vehicle, they again said none are available. I asked them, when does my case become a top priority? I havent had the vehicle for 36 hours, after paying a large amount, and I still dont have a useable vehicle. They responded that they just sont have any vehicles to loan out.

On Friday Nov *, 2017, I called and logged in a complaint with GM corporate about the dealership. My complaint was specific in 2 parts. 1st, the vehicle should not have been delivered in the condition it was in. The 2nd part, if it had to be returned for service in less than 2 days from date of purchase, a loaner vehicle or rented vehicle should have been offered to ease the hardship on me (the customer), and to retain some sort of customer satisfaction.

On the same day Nov ***, I called the service center at East Hills Douglaston, and I was informed by the service department that the vehicle will need to stay at the shop for more time, since they have ordered a new radio/navigation/mylink/Bluetooth system and it will take some time to arrive. They couldnt tell me when it will arrive, but they prefer to keep the vehicle there since that section of the vehicle has been dismantled apart. I informed them that my vehicle has been at your shop for 2 days and I desperately need a loaner vehicle for the time being. The service representative said he is not authorized to provide a loaner vehicle. So I remain without my vehicle, or an alternative loaner vehicle which impacts every aspect of me and my family's life.

I expect much better service and prep work done on a GM certified pre-owned vehicle especially from a GM dealership. A customer should not have to bring a car to service less than 2 days after purchase. ‘Things happen’ and I understand that, a loaner vehicle, or a rented vehicle should have been provided for such cases. If not upon the first request, then the 2nd request, and/or the *** request. How long am I supposed to be without a loaner vehicle under the current circumstances. I haven’t had the chance to reap any benefits from using my vehicle, I have only paid for it, and delivered it to the shop. And I have incurred unforeseen costs and hardships, because I dont have my vehicle. The truth is this vehicle was not ready for delivery at the time of handover. This problem should have been fixed prior to delivering the vehicle and signing the purchase&sale agreement. But since it occurred, they have poorly managed customer satisfaction, and quality of their vehicle sales reputation.

I look forward to your response, thank you