Frank Boucher Chevrolet, Inc.

Review: I bought an extended warranty on my vehicle. The financial person said it covered everything in the car. I even asked if it covered the radio and any electrical on the vehicle. He again stated it covered everything. I have been paying $50 a month for this only to find out after a year that it does not cover everything and it's going to cost me close to $1000 to fix it. I bought this warranty believing that if anything went wrong I wouldn't have to worry about it. After talking with the company that the warranty is through I fine that everything they told us was just to sign us up. We have asked for our money back on the warranty from day 1.Desired Settlement: That all the money I paid for this is returned to me. I have a loan on the vehicle which this included so I want my full refund of $2198 back.

Business

Response:

Dear Revdex.com/Mrs. [redacted], Mrs. [redacted] purchased the vehicle from our Boucher Buick and GMC not at the Frank Boucher Chevrolet store as stated. I just tried to call Mrs. [redacted] at home. If Mrs. [redacted] is having an issue with vehicle and needs to assistance please have her call my office at [redacted]. There are instructions on the back of her warranty information on how to cancel the warranty. We can't automatically cancel, need your approval in writing.

I have been regretting buying a new truck from Frank Boucher Chevrolet since day one. First let me explain the sales experience. The sales person was a typical salesman, saying whatever he thought I wanted to hear, thats their job, I get that, other that that he seemed like he knew what he was talking about. On the day of the sale (sometime back in december 2013) we came to the point where I needed to sit with the finance person to finish up the paperwork and contract details. I noticed that the trade in price was not the price we agreed on, it was $200.00 short and I told the finance guy that. The finance guy called in the sales manager to confirm the price, and this is what the sales manager said "nope this is the price." I questioned him and he went on to say "either you take this price or not, I don't have all night" basically saying that me ( a paying customer… 45 some odd grand worth) was wasting his time. I know I probably should have just tore up the contract and walked out right then and there, but I was soo close to owning my new truck, so I just let it slide me being negative 200$ but I did make the decision that I would never go there again for anything. The entire reason I am writing this review is because today ( june 12th 2014 ) I went back to the dealership (first time since I bought my truck) I went there to have someone look at the paint on my truck because I needed something buffed out. I also wanted to see if something was covered under their ECP protection plan. When I bought my truck my sales guy said that the plastic covers that go around the bed were covered if I damaged them in any way. I did damage the plastic part that goes on the top of my tailgate and was directed to a business manager to ask him if it was covered. I told him my story about how it was damaged, and this is what he said , AND I QUOTE "no that damage is not covered, the ECP protection plan does not cover ignorance by the customer" I then said ok well this is what I was told, and he started to compare the damage that I have to be the same as if someone would hit their truck with a baseball bat. he never looked up in the system what protection plan I had, he never went to my truck to look at it, just sat in his chair continuing to type on his computer. I walked out of his office in disgust because in a round about way I was pretty sure he was calling me stupid. the way that the people at this dealership treat their customers is terrible. maybe its because I'm young, I don't know, but if you are considering buying from this dealership, I advise strongly against it. they lack good customer service. I even bought their extended service plan, the one that covers all service work (oil changes and such) for several hundred dollars, but it will go to waste because I will NEVER go to this dealership ever again.

Review: Seller sent several emails that each email showed the vehicle ([redacted]) as GM Used Certified. Upon purchasing the vehicle, I inquired about the GM Used Certified status and the salesman stated he would have to go talk to his sales manager. When the salesman returned, he told me that GM will no certify the vehicle because of the size of the engine in the vehicle. After getting home with the vehicle (a 2.5 hour drive), I looked on the GM Used Certified website and it shows the same vehicles with the same engines being certified. I contacted the Dealership about this and I was told they would look into it, and I never heard back. I contacted the Dealerships [redacted] regarding the Used Car Certification, the vehicle being sold with no spare tire or jack (even though the window sticker states that there is one), and the broken parts on the vehicle, and was told by the [redacted] that he would look into it and get back to me. I have not heard back from either the salesman or the [redacted]. I contacted GM and they contacted the dealership and informed me that the [redacted] will be in contact with me as he is handling it now, not the salesman. I waited a full week and did not hear anything from the [redacted], so I decided to call him and left him a voicemail yesterday (7-11-13) and still have not even gotten a reply saying that he was still working on it. Three days after purchasing the vehicle, the Service Engine Light has come on and the [redacted] was notified of this also.,Desired Settlement: Provide a spare tire or equivalent, provide the GM Used Certification as advertised and shown in emails (that I still have), and fix the broken items (stereo speakers (even though the window sticker states no problems with sound system), window switches, drivers side mirror)

Business

Response:

Dear Revdex.com, We are resolving this issue to the customers satisfaction.

Review: I spoke over the phone and exchanged emails with the [redacted] for Frank Boucher Chevrolet. We never finalized the total cost of the vehicle in which I was interested because I wanted to find about the cost of shipping, and I never signed a sales contract of any sort. I allowed the [redacted] to authorize a charge of $500 on my Visa, which he assured me: (1) would only be authorized, but not actually charged; and (2) would be fully refundable if the deal were not consummated. I ultimately decided to purchase a vehicle elsewhere and requested the reversal of the the charge on my credit card (which was actually processed, contrary to what I had been told). The [redacted] agreed to do so. After failing to reverse the charge, I emailed him again, requesting that he reverse the charge ASAP. He said he would do so by the next morning. The next morning came and went, as well as the next morning and the entire next day, and the charge has still not been reversed. I have now opened a dispute with my credit card company. I am honestly not sure whether this business is merely incompetent or actually dishonest and attempting to process an unauthorized charge from me.Desired Settlement: I would like the charge on my credit card to be reversed, immediately.

Consumer

Response:

On Fri, Sep 11, 2015 at 11:38 AM, [redacted] wrote:Frank Boucher Chevrolet processed my refund (after learning that I had filed a complaint). So, the matter is resolved now.

Over the past two years I have given this dealership more than enough chances to make up for terrible service and they have failed for the last time. I have taken my car to have oil changes and significant body work done and they can't even perform the oil change in an efficient, respectful manner. I also had them diagnose a significant problem with my shock assembly and they "ordered" parts and were to call me when they received them. Do you think I ever got a call back about what would have been $1000 worth of service for them? No.
Each time they have treated me like a dumb, helpless female and I'm very tired of telling them how to fix my vehicle. My last incident with them involved an oil change and replacing 3 burnt out bulbs in my vehicle. My car alerts me as to exactly what bulbs are out and upon telling them exactly this, they still tried to tell me it might be the ballast, that they would need to disassemble the front of my car, that they would need it all day, etc. Finally, after trying to call the mechanic throughout the day he returned my call and said that they would need to charge me $25 of labor to install the bulb (because that's what they "diagnosed" as the problem, which was already obvious) because of how long it takes and the disassembly required. I told them that absolutely no disassembly is required per the bulb location and instructions in the owner's manual. He had nothing to say. I then said that he had 2 other bulbs to replace and he said he didn't see any out. I asked him to please turn on the vehicle because I had warnings about a front position light and a front low beam. He told me he checked the car's computer and that the one he was replacing was the only one out.
Sure enough, I retrieved my car in the evening once the service shop was closed and the very first thing it told me on the dash was that I had a front position bulb out. I called the mechanic first thing the next day to ask why in the world he didn't replace this bulb and he said it wasn't out. I told him it is intact out. He said he didn't see it out when he did a visual. I said that's because it is a 5 Watt bulb location directly next to the headlight bulb so it would be nearly impossible to notice it out with a visual inspection. I asked why he didn't turn on the car to see the warning like I had asked and he had no answer. He tried to tell me to bring the car back in for more diagnostics and that I might have a fuse problem or a sensor problem or faulty wires. I told him he didn't perform the simplest task that I had asked him to do several times and that I was going to let the world know how he is taking advantage of customers and squeezing dollars out of people. I needed a simple oil change and a few bulbs replaced. He changed the oil, only fixed one bulb - completely taking apart my car unnecessarily to do do, and didn't treat me like I knew what I was talking about when I requested over and over that he fix the other bulb. Frank Boucher Chevy in Racine has terrible, disrespectful, incompetent service employees who are rude, incredibly unhelpful, and simply victimizing unsuspecting customers. I cannot believe the outrageously poor service I have gotten from this place time and time again. I truly hope they aren't treating me like this because I'm a female because that would be a huge disappointment. They really should know that people out there might just be mechanically inclined, know how to read an owner's manual, know how to use the internet to see how to replace hard to reach bulbs....etc. I'm never using their services again and will happily spread the word on how utterly terrible they are as a company, service, and part of the community. I plan to share this with the entirety of the world wide web and my place of employment which happens to include 3000 people in the racine area which I'm sure will be glad to take their vehicles elsewhere.

My experience here was horrible. I had taken my car in because I suspected an oil leak so they recommended a $400 30,000 mile inspection of all hoses, exhaust leaks, a complete brake system check and an oil change. They ensured me there were no leaks and that the only service needed were front brake pads, re surfacing of the brake rotors and replace tire rod end. The following day I had began to smell something burning yet assumed it may have been a little oil spilled from the oil change. I had service on Monday and was back in the facility by the following Tuesday for the same issue. This time they recommend a diagnostic check on the vehicle and found an oil leak due to a leak in my oil gaskets which is another $400 service. They also found an issue with my front calipers that were suppose to inspected the first time around. Not only was I charged twice for a car inspection which was a total of $632, they took my contact information down incorrectly so were not able to contact me and notify me of auto repairs. Also, shortly after I dropped off my car I was given the wrong paperwork with someone else's car servicing agreement. I will be taking legal action and will never request service from this facility again.

Review: I have purchased 4 cars from Boucher in Racine in the last 10 years. My most current purchase was a 2011 Cadillac SRX Premium Turbo Edition in 2011. I recently received a letter from Boucher stating that they checked the Black Book Appraisal Guide and said my vehicle could be worth $40,410 or more. The letter states that they need 3 SRX's because of customer demand. One other key piece of information in the letter was that they needed to locate the vehicles by 10/31. I shopped the website and saw two 2013 Cadillac Escalades that I might like and contacted Boucher's internet sales department and inquired about the availability of the 2 Escalades I was interested in. I was told both were available. I emailed the sales rep back, and told her about the letter and the $40,410 value of my vehicle, that I would put $10,000 down in cash, and that I wanted to keep the payment below $800 per month if I purchased a car. I was led to believe that these conditions were in the realm of possibility and made an appointment to see the vehicles on Saturday, 10/26. After driving one of the cars and asking them to propose a deal, they came back and told me that my car was only worth $27,788, and that they didn't want my car because they had an SRX on the lot for $27,000 that would not sell at that price. Also, I was told that even if they gave me $27,788 for trade-in value, that my payment for the Escalade would be over $900 per month. (What about the desperate need to locate 3 SRX's by 10/31, and the $40,410 value of my car?) They visually appraised my car and agreed that it was in excellent shape except for some scuffing of the wheels from brushing against curbs. They asked me how much allowance I would give to repair or replace the affected wheels, and I guessed at about $1,000. So there was nothing evident that would have eroded the value of my car more than $1,000-$2,000 from the number in the letter. I guess that it was all a big scam to get me in the showroom. The sales manager came out to talk to me after I asked for my key back so that I could leave. He told me that the letter was sent out by a 3rd party advertising company, and Boucher was not the sender. I told him that it has Boucher's name all over the letter and that it didn't matter who sent it out. I think they should honor their offers, especially if they are targeted to former customers and use customer data contained in their database. This appears to be a blatant false advertising scam, in my opinion, meant to get you in their showroom.Desired Settlement: They should be forced to honor their advertising claims.

Business

Response:

Dear Mr. [redacted],

Review: I purchased a 2013 Chevy Cruze 7/15/2013. I received notice that there was a front axle shaft recall in April 2014 by an Onstar diagnostic report and also received a letter through Chevy. On the letter, it was stated not to immediately bring the vehicle in for repair as parts were not available, however I was due for an oil change shortly after receiving the letter and when I brought the vehicle in, it would not be returned until after the repair. I was given a rental through Enterprise (1st vehicle was not equivalent to my car) and called at least 3 times to determine when my car would be fixed. I was told that it was not known when parts would be available. I understood this, however when I had to go into Enterprise to renew my rental agreement for the 3rd time (had to do it every month, so I had a rental for over 2 months), I went back to the Chevy dealership to see what kind of deal could be made for trading in my current vehicle for a 2014 Cruze. I specifically stated as well as my husband stated several times to our salesman Edward that we did not want another vehicle with a recall -this was the point of trading in the vehicle. When a 2014 Cruze that supposedly met all of our requests became available, we were notified and worked out a deal which was agreed upon; and before purchasing, both my husband and I asked if the 2014 Cruze had any recalls and was told "no". I purchased the car and set up my OnStar immediately on 6/30/14; I received a diagnostic report that same day stating that there was the exact same front axle shaft recall, however after a few days it was removed from my Onstar account. I thought at the time that possibly the recall may not have been able to be removed prior to purchase of the car (that there needed to be an account created to change the recall information) as I was told that there were NO recalls on the vehicle. At the first oil change on September 9/23/14, my husband was informed that there was in fact the front axle shaft recall which was repair immediately at that visit. I did contact Onstar several times via messaging, chat, and calling as well as contacted ** to determine who and when and how this recall was removed from my Onstar account prior to the repair. I have not been able to get an answer. I also did talk with [redacted] at Chevy on 12/1/14 and showed him the Onstar diagnostic report from 6/30/2014 and 7/31/14 to demonstrate the recall and discuss that the car was sold to me with a present recall and felt lied to regarding it and that I felt like it was being hidden or covered up from me. I told him that the only reason why I did purchase a 2014 was to have a vehicle without a current recall. I was offered a payment off my vehicle and/or an oil change. I stated that I would not have purchased this vehicle if I would have known that there was a recall on it. [redacted] states that he would look into it, but I have never received a follow up phone call.Desired Settlement: First I would like to know who and when and why was the recall removed from the Onstar account prior to the repair.

Secondly, due to the fact that I would have not purchased the the 2014 vehicle if I would have known that there was a recall, I would like to return the vehicle to Chevy and receive the total of my down payments ($12,000 for the 2013 and $2,500 for the 2014) and have no more payments as I feel like I cannot trust this company. I would like to be no longer in business with Chevy. If this cannot be done (I did request this to [redacted] and that is when I was offered one car payment), I would like my down payment for the 2014 of $2500 returned as well as decrease my payments to $242.55 per month with a balance of $13,380.63 for 61 months (this is what I owed for the 2013 vs $255.35 per month with a balance of $15,171.76 which I owe for the 2014) as again I would have not purchased this vehicle and kept my 2013. Also 3 days after purchasing the 2014, my 2013 was repaired but on 6/30/14, I was still told that they had no idea when the vehicle would be repaired. Overall, I am very frustrated and upset that I have to make more expensive payments on a vehicle that I would not have even purchased if I was told the full truth regarding the vehicle and then I feel like there was a cover up for it. I feel like I cannot trust Chevy and do not want to be in business with them anymore.

Consumer

Response:

Review: On September 5, 2015, my wife and I purchased a 2012 Malibu from Frank Boucher Chevrolet Cadillac. We used Boucher financing though Well Fargo because the interest rate was lower than what my bank was offering at the time. A price of $12,000 for the vehicle was agreed to. During the process the ECP Auto Armor was offered for $1199 and was turned down because I did not want to increase the cost of the car by 10%. The salesman then asked if I would take it for half and I agreed. After we agreed, the salesman [redacted], went to setup the protection and came back and said he forgot that Saturday, no one was here to install it and we would have to make an appointment during the week. During the closing I did not notice the price difference because the [redacted] never talked about the total loan just what the loan payment was and we signed the papers. I would like to point out that we had to wait for more than an hour to close on the vehicle and by the time we got in there we just want to sign and go

The ECP Auto Armor was never put on. Mr. [redacted] said not to until this was worked out. I do not believe Mr. [redacted] and MR. [redacted] are on the same page.

This is the very short version of the story.Desired Settlement: Cancel ECP auto armor, refund money which was never installed

Business

Response:

Dear Revdex.com/Mr. [redacted], Apologize for the delay. We did awhile ago refund Mr. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but ask that you keep it open until money is received, to date (12/7/15) it has not been received.

I bought a car at Frank Boucher. When signing the papers the person hurried so quickly and did not point out what I was being charged. I few days later when I was home and going through my papers I noticed that they charged me $1,000 more than our agreed on price. When I went back and talked to them, they basically called me a liar. Fearing I would not get any of it back, I did say that since it was both our faults let's compromise on $500.00. They did give me that back. Still their credibility is not there. Next time I will record all agreements at a dealership. I would not have expected such treatment at a big dealership such as Frank Boucher.

Review: a power-train warranty was sold to [redacted] during purchase of her 2007 Dodge Caliber. started having camshaft/crankshaft alarms, as well as stalling out and lack of power. Took in to Boucher to fix, they were unable to so the vehicle was forwarded to Palmen Dodge for repair. vehicle needed a software update and a few valves replaced. the warranty wouldn't cover the repairs as they were not "internally lubricated parts" costing $1288. brought the vehicle back to Palmen after 1 hour of driving due to another camshaft/crankshaft alarms and stalling out again and charged a further $132 diagnostic fee to be told now a crankshaft sensor was bad.Desired Settlement: refund of warranty cost and interest, or refund of cost of repairs

Business

Response:

Dear Revdex.com/Mr. [redacted], We did reach out to the warranty company and was able to extend a credit to the guest. Best Regards,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We went to Frank Boucher of Racine & purchased a vehicle out of good faith & what we got was DECEPTION!!!!! We purchased a 2013 1LT with 2 needs/options (1) MyLink system & (2) heated seats. We was told the vehicle had the MyLink then told a "VERSION"of the MyLink but my smartphone would had to be connected to stream. "BASED OFF THIS INFO" we purchased the vehicle. We took delivery Sat (9/7/13) & was back at the dealership Wed (9/11/13) in the service dept saying something wrong Bluetooth not working correctly was told by service person smartphone Apple device has to be connected. Went home tried w/o success contacted [redacted] for help. Back to service dept Thur (9/12/13) saying there's a problem even service person & a diff salesman acknowledge issue. This different salesmen couldn't pair his cell phone. That day we're told we don't have MyLink we contacted GM cust serv & told MyLink doesn't have "VERSION" either you have or you don't. Brought all this info to [redacted]) attention on Thur (9/19/13). As of this date (10/14/13) not resolved per [redacted] still trying to work things out, but the real issue is he doesn't want Boucher to take the loss in putting us in diff vehicle. Have stressed to [redacted]) we were mislead / lied to by salesperson in order to make a sell. Salesperson, [redacted], won't even acknowledge error made when having help in locating vehicle. According salesperson, [redacted], he was never told we wanted MyLink.Desired Settlement: We want Frank Boucher of Racine to swop us out of our vehicle into another one without their being any cost to US (the consumer).

Business

Response:

Dear Revdex.com, We were able to resolve the consumer's issue's and traded her into a new vehicle.

Review: I verbally agreed a 72 month - term to pay off a new Chevy Cruze 2015 and I found out later(when I was trying to set-up a direct payment) that what I signed in the contract was 75. I called the dealership but Mr. [redacted] was insisting the 75 month term. In our initial transaction, I was pursuinga 0% rate for a 72 month payment, and I had no idea whatsoever that there' s a so- called 75 month- term for any loan. My son was with me during the signing of contract and he heard 6 years being discussed.Desired Settlement: Let this be a written record/ precedent to any related complaints. If billing adjustments is not possible ( per Mr. [redacted]) , the diiference should be traded off with a written, tangible voucher/service not just lip service.

Business

Response:

Dear Revdex.com, We paid one monthly payment and our customer is satisfied. Thanks

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,