Freeway Chevrolet

It does not appear that there is anything to do here.  Customer states : I wanted to give you the opportunity to respond before I take this up with the Revdex.com, the Attorney Generals office, and any social media outlet I can find to let the community know how dishonest your company is---  we responded, we apologized, we disciplined all employees involved. The money was returned as always-- we never keep a customer's down payment if they cannot buy. This person does not qualify for a vehicle even with a great co-signer. We tried to get her approved- we failed.  She brings up a deal from the past--- Unfortunately, she does not care or even want to understand that if you need a co-signer you must be second on the loan, if you could be primary-- you would not need a co-signer.

[redacted] Hello,

  Thank you for bringing this to my attention. We price ALL of our vehicles the same way and have for years. Anytime I add any accessories to the vehicles it alters the price and we put a disclaimer on the website and an addendum on the vehicle.  I...

apologize for any confusion this may have caused and I know that one of my employees already has as well.  I am going to attach the disclaimer :  We reserve the right to make changes without notice and are not responsible for typographical errors. Internet prices may not include dealer installed options, reconditioning and detail. All vehicles subject to prior sale [redacted].

   I am certain this should answer the complaint. I realize that we cannot make everyone happy. We are also willing to remove the after -market installed accessories as well.

Thank you,

My name is [redacted] and I have a consumer story that I feel everyone in Arizona should watch out for and be aware of. Well this story started about 6 weeks ago when I received a phone called from a car salesmen from Freeway Chevrolet in Chandler AZ. Now at the time when this car salesmen called me I was not in the market for looking for a car because of my credit and I just don’t have the money to put down on a car. So when the salesmen called he said Mr. A[redacted] I am (So and So) from Freeway Chevrolet and I am calling you about your 2013 Chevy Cruze so I proceeded with the phone called and asked him well what about it. So he said that they would like to buy back my car and put me into a brand new 2016 and I told the salesmen at the time that I was not interested and so he proceeded to say all what they can do too put me into this newer model car. So he then said that he has all my information about the car in front of me and that he can get it all approved. So he asked if can he run my credit to see where we are at with this and I told him sure. So after doing this I didn’t hear from him at the time when he said he would call because of some personal issues he had going on. So on 7/2 around 07:00 I get a call from the dealer letting me know that everything has been approved and that I come on down and finalize the deal. Now while talking to him I asked are you sure because I don’t want to waste your time and I definitely don’t want to have my time wasted and again he assured me that deal is a go. So on Saturday morning on the 3rd of July I arrive at the dealership a little after 08:00 so the salesmen I was working with was not there so they had someone else take over for him until he get there. So the other salesmen finds my paperwork with all that me and the first salesmen talk about and see that everything is good to go. So the second salesmen goes and get the car for me to test drive, now we drive it but I didn’t like it so we test drive another car and I like this one so I said this is the one I want. So the car salesmen says ok let me talk to my manager and see what we can come up with. Now here come the general sales manager now he is talking to me because I was not feeling the numbers they were talking about at first so I was just going to just forget about it and get the keys to my car and just leave. So what they do is start throwing numbers around and we finally agreed on a deal. Yeah, they have me ring the bell in the dealership announcing that we just sold another car her at Freeway Chevrolet. So as they take the plates off of my car and start the paperwork on my supposedly new car I am waiting to talk to the finance manager. Now while in the finance off I am signing all the necessary paperwork as if I have been approved. I was told what I monthly payment will be and for how long. So after being there for a little over 4 hours I drive off with my brand new 2016 Chevy Malibu. Now I am excited so I go by my girlfriend house show it too her, sent pictures too family and friends telling them about the nice deal I go and the car. So fast forward to 7/16 around 05:45 I see I have missed a message from the dealership. The message was informing me that I need to bring the car back because they were not able to find someone to finance me. So now I am like wait a minute from day one I was told that I was approved not pre-approved and before I left off the lot with the car again I was told that all is done. So I take the car back to the dealership, yes I am very, very, mad beyond being mad. I took the car back and the same manager who was in the middle of the deal was in the office I looked him straight in the eye and said you lied to me and you told me that this was all good. Now he wants to play dumb with me like he didn’t remember who or what I was talking about. So the purpose of this letter is to let other people in the city know how they do business there at Freeway Chevrolet. They will lie to their own mother to sell a car and It’s not fair to do this too people especially when your dealership called me. I didn’t call you. I have read so of their reviews on ** and other outlets and they have a good habit doing this too people. My thing is I would have been happy with not being called and told before coming in that to let us check and see who can when get to finance this for you. This is not fair and it is definitely not good business to do this to people especially when you called me and told me that you have everything and that it’s all a go. I have reached out to the general manager and which I knew he was not going to reply. I don’t know who else to reach out to and because this should not be happening to people especially again when you are calling the person and telling them to come in and it’s all good. I didn’t hide anything from them but they lied to me and for me to switch over my insurance and a whole lot of things that need to be switched and now to have to go back to switching all of this is just too much. If you can could you please let out consumers know to watch out for things like this with dealerships especially Freeway Chevrolet in Chandler.

I am sorry that you feel as though we took advantage of your father, but that is certainly not the case. Your father came in to see us, and he was driving a 2SS Camaro and he stated that he wanted a NEW 2SS Camaro. We never once thought that he was a danger to society. He has a valid...

driver's license now and is driving the same type of car. We were very clear on all the contracts on what he was buying and what his trade-in amount was. He signed numerous documents. This is the first I have heard about their being an issue with this deal. Your father has a driver's license. He is legally allowed to purchase a vehicle. I am sorry that you feel as though we should not allow him to purchase a vehicle, but that is beyond our control. There is no return or cooling off period in the state of Arizona. You seem to think that there is a 72 hour return policy, but there is not.  Your father legally owns the vehicle but we would certainly be willing to trade him into a different vehicle if he chooses, but that is 100% up to him.  I just talked to the salesperson and the finance person who was involved with the deal and they are surprised to hear about this complaint.

Hello [redacted]

size="3">   I am sorry for the way you feel, although I certainly can understand why you feel the  way you do. The down payment has already been returned to you, so I am not certain why you are still asking for that back.
  We do a large number of joint credit deals per month, mostly married people. We do a few  deals per month where a co-signer is required to obtain  financing. Unfortunately, with ALL joint credit loans, the  Strongest credit person must be on top.  The banks will not  approve it any other way.  I am sorry that we did a very  poor job in communicating this to you. If you or your  brother needed a co-signer and demanded to be first on the  title and credit application, we should have parted as  friends at that point.  I am sorry that I was not involved  in the deal, but if I had been, I would have explained this  completely, and given you the option.  My people should  have done this.  I am not interested in selling a vehicle  to someone if there is going to be bad feelings after the  fact.
   The state of Arizona gives us thirty days to assign a  lien holder. So we could take up to 30 days. We average  about 9 days.  Typically we submit the file to a bank and  they review it, and once they have reviewed it and we have  communicated is when you get an approval or a decline  letter. On a challenging deal as it appears your deal was,  the banks are slower as we are going up the ladder so to  speak to try to get you approved.
  I will use this as a training situation and  I will get with everyone involved. I hope I have answered  your concerns, but if not please feel free to email me or  call me at any time. Buying a vehicle can be very stressful  and having to bring one back is a very tough experience and I apologize  that you had to experience that. I wish I could get everyone  approved, but we sell the vehicles and the banks have the  final say on who gets approved and how the loans must be  submitted.

Hello all,  I did respond to this consumer's complaint on a review website recently. The customer has no written contract to buy a vehicle from Freeway Chevrolet.. He actually has an offer from us to sell him the truck with the stock number and the Vin number of a 2 wheel...

drive that he declined to buy. He actually does have some info on the 4x4 truck and he did drive it as well. However, we worked numbers on a NEW Truck and he offered us about $8,000 less than what he could have bought it for, then he switched to used and even told one of my employees that he wanted the 4x4 for the price of the 2wd. He had a pretty lengthy list of other trucks he was looking at and we never entered into any contract for him to buy.  I have 4 employees that state the customer was on multiple trucks, that he was very difficult to deal with and he never committed to buy. He left and came back 3 times along with calling. My employees think he is trying to takle advantage of the situation and they feel that he is trying to get a truck far below market value-- that is why his offers are so low. I know that attorneys make a living off people's mistakes, but this is certainly no bait and switch. He could buy either truck for the advertised price, just like any other consumer. We always honor any offer in writing that is presented on the same day. We do not hold vehicles or take deposits or sell them on layaway plans. This consumer never committed to us to buy the truck in writing, nor did we accept any offers from him in writing. There were no monies exchanged between either party.   I will enclose the response I gave him below on the public review site.   I am assuming this will need to be listred as an unresolved complaint, as I will NOT sell him a truck below market value. He can certainly purchase for the advertised price just like everyone else if he chooses to.  Hello Sir,  I apologize for the way you feel. It is unfortunate that we could not make a deal and that you are this upset. We do try very hard to make every deal and it becomes even harder when a customer is working on several different vehicles. You failed to mention in your complaint that you came back late last night and dealt with a new person and you pointed at the NEW truck you wanted. When you offered $8,000 less than we could sell it for you said, I will take the used one we talked about instead. The salesperson went up to the sales manager on duty and they pulled up the truck that you previously had worked on  as all deals worked are stored in our computer system, and continued on with that deal at the EXACT SAME NUMBERS YOU TALKED ABOUT.  The truck you worked on the day you were here was offered at $25,988 and you offered us $24,000  for it and we said no.  We did agree to take an additional $200 off and sell it for $25,788.  When you came in you pointed to a 4wd truck that was priced at $28,888 and you said that is the one you wanted to buy for $25,788.  There was obvious some confusion, but at no time did we RIP YOU OFF. You are out nothing, but we will not sell you the vehicles below market value.  The prices were advertised at what we would sell them for, and you obviously feel as though the price is too high and you do not want to buy them for market value.   The vehicles will sell for the prices listed. We have a great reputation in the valley and an A+ rating with the Revdex.com and we will continue to be business with the high level of integrity that we always have.  I wish you the best of luck in your search and if you ever change your mind, the internet price is a well researched price in our market and I would be willing to sell you any vehicle at that price. Thank you,[redacted]General Manager - Freeway Chevrolet

Hello,I read your complaint and because I was not remembering all the details, I actually pulled your deal out of the file cabinet and reviewed it. I am sorry that you do not recall all the details and I am sorry you feel poorly about Freeway Chevrolet. In fact we have done nothing wrong and...

I think we deserve an apology in this situation. Here is why.You came in purchased a Chevy Malibu from us and we gave you an outstanding price. This was a great deal for you. You also gave us the name and number of your contact at [redacted]. You personally wrote her information down on a note. I still have the note with your handwriting in the deal. This is what you wrote : Banker name- [redacted] at ###-###-####, you also wrote that you were approved at a rate of 2.1% for 60 months.The only situation I feel as though we are guilty is not returning your phone calls and not explaining things to you clearly. I apologize for that. We should always return phone calls and explain things clearly.As far as the rate, we went through your bank at your requested rate. You were contracted at 2.1% for 60 months. There is no rate discrepancy at all. I have the note in my hands as I type this. I am looking at the contracts that you signed as well. In this case, I cannot see any issue at all and your complaint should be dismissed.I kindly ask for an apology and a dismissal of this complaint. Please feel free to contact me directly if you would like.[redacted]General Manager###-###-####

It does not appear that there is anything to do here.  Customer states : I wanted to give you the opportunity to respond before I take this up with the Revdex.com, the Attorney Generals office, and any social media outlet I can find to let the community know how dishonest your company is---  we responded, we apologized, we disciplined all employees involved. The money was returned as always-- we never keep a customer's down payment if they cannot buy. This person does not qualify for a vehicle even with a great co-signer. We tried to get her approved- we failed.  She brings up a deal from the past--- Unfortunately, she does not care or even want to understand that if you need a co-signer you must be second on the loan, if you could be primary-- you would not need a co-signer.

Hello all,  I did respond to this consumer's complaint on a review website recently. The customer has no written contract to buy a vehicle from Freeway Chevrolet.. He actually has an offer from us to sell him the truck with the stock number and the Vin number of a 2 wheel...

drive that he declined to buy. He actually does have some info on the 4x4 truck and he did drive it as well. However, we worked numbers on a NEW Truck and he offered us about $8,000 less than what he could have bought it for, then he switched to used and even told one of my employees that he wanted the 4x4 for the price of the 2wd. He had a pretty lengthy list of other trucks he was looking at and we never entered into any contract for him to buy.  I have 4 employees that state the customer was on multiple trucks, that he was very difficult to deal with and he never committed to buy. He left and came back 3 times along with calling. My employees think he is trying to takle advantage of the situation and they feel that he is trying to get a truck far below market value-- that is why his offers are so low. I know that attorneys make a living off people's mistakes, but this is certainly no bait and switch. He could buy either truck for the advertised price, just like any other consumer. We always honor any offer in writing that is presented on the same day. We do not hold vehicles or take deposits or sell them on layaway plans. This consumer never committed to us to buy the truck in writing, nor did we accept any offers from him in writing. There were no monies exchanged between either party.   I will enclose the response I gave him below on the public review site.   I am assuming this will need to be listred as an unresolved complaint, as I will NOT sell him a truck below market value. He can certainly purchase for the advertised price just like everyone else if he chooses to.  Hello Sir,  I apologize for the way you feel. It is unfortunate that we could not make a deal and that you are this upset. We do try very hard to make every deal and it becomes even harder when a customer is working on several different vehicles. You failed to mention in your complaint that you came back late last night and dealt with a new person and you pointed at the NEW truck you wanted. When you offered $8,000 less than we could sell it for you said, I will take the used one we talked about instead. The salesperson went up to the sales manager on duty and they pulled up the truck that you previously had worked on  as all deals worked are stored in our computer system, and continued on with that deal at the EXACT SAME NUMBERS YOU TALKED ABOUT.  The truck you worked on the day you were here was offered at $25,988 and you offered us $24,000  for it and we said no.  We did agree to take an additional $200 off and sell it for $25,788.  When you came in you pointed to a 4wd truck that was priced at $28,888 and you said that is the one you wanted to buy for $25,788.  There was obvious some confusion, but at no time did we RIP YOU OFF. You are out nothing, but we will not sell you the vehicles below market value.  The prices were advertised at what we would sell them for, and you obviously feel as though the price is too high and you do not want to buy them for market value.   The vehicles will sell for the prices listed. We have a great reputation in the valley and an A+ rating with the Revdex.com and we will continue to be business with the high level of integrity that we always have.  I wish you the best of luck in your search and if you ever change your mind, the internet price is a well researched price in our market and I would be willing to sell you any vehicle at that price. Thank you,[redacted]General Manager - Freeway Chevrolet

This is the same response I received in my email complaint to the company.

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.
Mr. [redacted], I am not complaining about the price or the deal that I got from Freeway Chevrolet. What I am complaining about is not having my request to have my loan processed through [redacted]., [redacted]er @ the interest rate of 1.99 %.  I informed you that my loan approval and paperwork had already been submitted with [redacted],/Banker at the Riggs [redacted] location.  My request was not honored.  I specifically made it clear that [redacted]/Banker was to be contacted to process/complete my loan. You indicated that you knew the process and that I was not to worry. My husband was present during the time we discussed the terms/processes I requested. I was adamant and very clear that the 2.1% rate offered by Freeway to process the loan through chase was NOT acceptable. I informed you that I was offered 1.99%, and you assured me that once [redacted] was contacted my request would be honored, that was not done. Moreover, I did not know about all of this until [redacted] contacted me stating my payment was due.  Since I was already approved for the car loan with [redacted] at [redacted], I also had set up an automatic withdrawal plan in place for my loan for up to $25,000.00… so imagine my surprise when I was contacted by [redacted] that my payment was not received. I further informed that Freeway Chevrolet  did not process my loan with [redacted]er, rather you processed the loan on your own using [redacted] which caused me to pay a higher interest rate.  I also do not recall ever signing any document that indicated 2.1 % was ok with me. My husband was present the entire time we discussed the terms. After waiting for an extended period of time, and because we trusted you when you stated my request was understood/you knew how to process my loan I had no reason to be concerned.  My husband and I do recall  when I presented you with the card with [redacted]’s contact number on it which had the 1.99% and the loan amount to up to $25,000.00 in question.  Secondly, I left you 7 messages by phone with various sales managers, one of whom claimed he did not know the name of the owner.  I wrote down the names of most of all the people who I spoke who all assured me they  would make sure you received my messages to have you return my calls.  You never returned any phone calls, nor was I ever sent a reply by correspondence, not even one  phone message. By not responding to my calls, I had no other choice but to contact the Revdex.com of Arizona.  I do not feel I owe you an apology. I am the one who is due an apology for the poor customer service you provided. Your actions do not reflect the actions of all the workers of Freeway or Freeway Chevrolet who has an excellent reputation. I was treated well by other Freeway employees, I am very happy with my deal/purchase, and my husband and I had plans to return for another vehicle purchase. My complaints are related to the way you chose to handle my loan, and the choice you made to ignore my phone calls/messages left for you to return my calls. Because of your actions, my husband and I purchased a 2015 Chevy pickup from Sands Chevrolet instead of returning to Freeway.  We had plans to return to Freeway to purchase a new truck, and in fact the salesman who sold us the Malibu had already showed my husband several  pickup trucks he was interested in purchasing.  The new 2015 truck we purchased can be verified by Sands.  In the end, your actions led to me write a complaint to the Revdex.com, and in addition, Freeway Chevrolet/Salesman lost out financially when we chose to purchase a 2015 from Sands Chevrolet instead.  I also informed my co-worker who had plans to go to Freeway to purchase a Malibu to be wary of their loan processing with you. I did recommend Freeway Chevrolet because of the excellent services in general which can be verified by the initial survey that I submitted prior to this incident.

Regards,

Hello again,
  My people work in shifts and they get time off like everyone else. Apparently you called at 1:04 pm yesterday-- you spoke with the manager on duty. That manager recommended you come in today when all the people involved were here seeing as you were saying we said things and did things and were in the wrong. He obviously knew nothing about the deal. Then, I got your complaint. It was the first I heard of it. After getting your complaint and answering and doing research.. I realized that you had called. Because I took your complaint seriously, I called my employees on their day off and spoke with them-  I usually do not bother people on their time off. They were both surprised to hear about your complaint. My salesperson told me your father wanted $20,000 for his trade. People always want more for their trade and always want the price lower. As you know, we did not give him that-- we gave him $16000 and he signed multiple documents with that properly and legally disclosed.  Your father also has a valid AZ Driver's license. That is all we require along with proof of insurance. Your father is legally allowed to purchase a vehicle.  As you know by now, we did rework the deal for him. We understand that your father may have been overwhelmed with the process and if he was not clear on the numbers, that is certainly our fault. We did increase his trade in value to $20,000 and we did cancel out the warranty that he probably does not need seeing as he does not drive many miles. It is unfortunate that there were or are hard feelings, because if you had just come in as we asked when all parties were present, we would have reworked it as we did with no hard feelings. We just like to get all the facts straight and if my people did indeed do something wrong we would handle that internally.
Thank you,
Michael C[redacted]

Tell us why here... Hello, Thank you for bringing this to my attention. I am not sure why there was some confusion on approvals on either new or used.  Very few people are approved on the spot. Once the customer selects a vehicle, we do our best to structure it to the best bank that we think...

will approve your loan. Then the bank either approves the loan or declines it.  We cannot give you the bank name until we have an approval--- up until then we would be guessing. It was brought to my attention that you have been back in and did indeed purchase the new vehicle since you filed your original complaint.  You are approved and the bank that you will make your payments to is [redacted].   I certainly apologize for Mr. [redacted]'s rudeness and unprofessional conduct.  We strive to be an easy place to do business with top level customer service and we certainly failed in this case.  I take the blame as I am in charge and I am sorry for your experience.  I was on vacation last week, so I apologize for the delay in responding to your complaint.  Please feel free to contact me directly if you have nay questions or concerns going forward. I will make sure that we do a much better job in the customer service area.Thank you for bringing this to my attention,[redacted]General Manager?

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.I think it is easy to have the correct pricing when listing vehicles on the internet.

Most dealerships have the correct price.Regards,

Eric Stasiak

Hello,
 
  [redacted] submitted this complaint before giving us a chance to rectify the situation. She assumed that we would not act on her behalf. I can understand her frustration for sure. We have handled the situation and she is in a different vehicle. I...

believe the issue to be resolved. 
Thank you,
 
Michael Cook
General Manager

I just called the business today at 1:04pm so how you can say this is the first you have heard of it is not consistent with your sales manager asking me to wait to come in until tomorrow to speak with the sales man who sold him the car. So is the sales man there today? If so then I was lied to on the phone today when I called & asked to schedule a appointment with the manager instead of just showing up un-announced. Also my father took his car in to get serviced not to purchase another vehicle. You also failed to address the difference in dollar amount that was stated & given. I can provide Dr affidavit stating he is unfit to drive.

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.

Unfortunately, the "provide one price to bring them into the dealership, and then charge them several thousand dollars more" method does not appear to be limited to Freeway Chevrolet.  I found a truck listed for sale at Yates Chevrolet on the dealer's website without discounts of $6750 listed - $3000 "Consumer cash," $3000 "Customer cash," and "$750 GM trade-in incentive."  After my dealings with Freeway Chevy, I called before making the drive out to 135th avenue.  It did not come as much of a surprise when the sales manager at Yates told me that one of the $3000 rebates was a "mistake," and he could only sell the truck for $3000 more than the advertised price.  Similarly, at Garret GMC, they have/had a truck listed for sale at $37,500 on their website.  I contacted that dealership via e-mail and asked for a copy of the build sheet for that truck.  They sent me a copy via e-mail, with a hand-written note on the build sheet stating that the sale price for the truck would be $40,500.  When I asked what happened to the advertised price, it was a "mistake."
 
As for Freeway Chevrolet, we negotiated and agreed upon a price for the sale of a truck.  There was no mistake as to what truck we were discussing.  I test drove one and only one truck at that dealership.  The sales manager printed out one and only one build sheet for that specific truck.  He also made a copy of one and only one Carfax for me for that specific truck.  I would be happy to provide you with copies if necessary.  When my wife and I came in the next morning to negotiate a price on that truck, the sales agent unlocked that specific truck for us - the only used truck on the lot with a huge "Certified Pre-Owned" sticker covering the top third of the front windshield.  The sales manager gave us a price at which he was willing to sell that truck when we left to go look at some other trucks.  I called the dealership at approximately 4 pm that afternoon and stated that we would purchase the truck if they could come down another $500 on the price.  The sales agent said she would talk to her manager, and she called me back about ten minutes later and said they would sell the truck for $200 below the price we had been given that morning.  I agreed and said we would come in as soon as my wife was done with work to pay for the truck and fill out the paperwork.  When we arrived, the dealer stated that, after all of this, he had made a "mistake," and that the price was now $3000 more. 
 
Any first year law student can tell you that one party's alleged unilateral mistake is not a valid defense to a sales agreement.  Such a mistake is not a defense even if it is an honest, good faith mistake.  In light of the widespread practice among car dealers of providing/advertising false prices and then trying to sell the vehicle for several thousand dollars more because of a "mistake," it is difficult to believe that Freeway Chevrolet made and "honest mistake" and was not engaged in  fraudulent business practice.  As already stated, even if Freeway did make an honest mistake, that is no legal defense.  I retired from the practice of law back in 2006, but have a J.D. from Cornell with honors, and practiced as a commercial litigator for many years, so I know what I am talking about.
 
While waiting for Freeway Chevrolet to do the right thing, I was still in need of a new truck.  I found an advertised price for a truck at Van Chevrolet in Scottsdale, and contacted them about the truck.  It was no surprise when Van Chevy responded that the advertised price was a mistake, and that the advertised MSRP was actually several thousand dollars higher than what was listed in the ad.  What was a surprise, however, was that Van Chevrolet actually did the right thing and stated that they would honor the advertised price and sell the truck to me as it was listed on their website.  My wife and I drove to the dealership fully expecting that once we were there the dealer would plead some kind of "mistake" and try to sell the truck at a higher price.  Much to our surprise, Van sold us the truck at the stated price.  I can provide you with a copy of Van Chevy's response regarding their mistake and their decision to honor their offer to sell the truck at the stated price if you would like.
 
So, if Freeway is pleading that they made a mistake, that is no defense to their fraudulent conduct.  If they have decided that they are now willing to honor their agreement, only after filing a complaint and threatening legal action, it is too late.  Their conduct is unethical and inexcusable.  I would hate to think that other consumers might fall victim to this kind of behavior.   
 
Sincerely,

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.

Regards,

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.
Mr. [redacted], I am not complaining about the price or the deal that I got from Freeway Chevrolet. What I am complaining about is not having my request to have my loan processed through [redacted]., [redacted]er @ the interest rate of 1.99 %.  I informed you that my loan approval and paperwork had already been submitted with [redacted],/Banker at the Riggs [redacted] location.  My request was not honored.  I specifically made it clear that [redacted]/Banker was to be contacted to process/complete my loan. You indicated that you knew the process and that I was not to worry. My husband was present during the time we discussed the terms/processes I requested. I was adamant and very clear that the 2.1% rate offered by Freeway to process the loan through chase was NOT acceptable. I informed you that I was offered 1.99%, and you assured me that once [redacted] was contacted my request would be honored, that was not done. Moreover, I did not know about all of this until [redacted] contacted me stating my payment was due.  Since I was already approved for the car loan with [redacted] at [redacted], I also had set up an automatic withdrawal plan in place for my loan for up to $25,000.00… so imagine my surprise when I was contacted by [redacted] that my payment was not received. I further informed that Freeway Chevrolet  did not process my loan with [redacted]er, rather you processed the loan on your own using [redacted] which caused me to pay a higher interest rate.  I also do not recall ever signing any document that indicated 2.1 % was ok with me. My husband was present the entire time we discussed the terms. After waiting for an extended period of time, and because we trusted you when you stated my request was understood/you knew how to process my loan I had no reason to be concerned.  My husband and I do recall  when I presented you with the card with [redacted]’s contact number on it which had the 1.99% and the loan amount to up to $25,000.00 in question.  Secondly, I left you 7 messages by phone with various sales managers, one of whom claimed he did not know the name of the owner.  I wrote down the names of most of all the people who I spoke who all assured me they  would make sure you received my messages to have you return my calls.  You never returned any phone calls, nor was I ever sent a reply by correspondence, not even one  phone message. By not responding to my calls, I had no other choice but to contact the Revdex.com of Arizona.  I do not feel I owe you an apology. I am the one who is due an apology for the poor customer service you provided. Your actions do not reflect the actions of all the workers of Freeway or Freeway Chevrolet who has an excellent reputation. I was treated well by other Freeway employees, I am very happy with my deal/purchase, and my husband and I had plans to return for another vehicle purchase. My complaints are related to the way you chose to handle my loan, and the choice you made to ignore my phone calls/messages left for you to return my calls. Because of your actions, my husband and I purchased a 2015 Chevy pickup from Sands Chevrolet instead of returning to Freeway.  We had plans to return to Freeway to purchase a new truck, and in fact the salesman who sold us the Malibu had already showed my husband several  pickup trucks he was interested in purchasing.  The new 2015 truck we purchased can be verified by Sands.  In the end, your actions led to me write a complaint to the Revdex.com, and in addition, Freeway Chevrolet/Salesman lost out financially when we chose to purchase a 2015 from Sands Chevrolet instead.  I also informed my co-worker who had plans to go to Freeway to purchase a Malibu to be wary of their loan processing with you. I did recommend Freeway Chevrolet because of the excellent services in general which can be verified by the initial survey that I submitted prior to this incident.

Regards,

Review: Last Friday (6/14/13) while going to lunch the Camaro shuts down and stalls as if the key were turned off. Vehicle towed to Freeway Chev and they tested and replaces the computer (BCM) in our car. Test drove had us pick up the car. The very next day(6/19/13) after getting the car back the car would not run with the same failure and still had the same problems. Windows inop, HAZ light not working on the driver rear only and the radio would not turn off with the Key out. Towed in again and they tapped on the Emissions Computer and it starts right up and were told it is a bad (PCM). Replaced that one under an 8 year warranty and it runs fine. They will not refund me for the missed Diag and other computer because they say it could have been bad too and there were codes there too and there is just no way to tell now. They said I'M stuck with the charge for a computer they may have never been broke due too improper diag in the first place. If they had checked the PCM the first time I think would have started right up the 1st time because if it was the (BCM) Body Control Mod it would have failed the second time too due to the original problem of the (PCM). I don't think it was the BCM at all just the PCM. This car is 3 years old with 64,000 miles on it. I understand it is out of it warranty but to be putting Computers into a car aready makes me think GM cars are good for only three years and you better get rid of it. If this car had been 7 to 10 years or had 120,00 miles I would have had no problem with this at all as I could understand the repair at that point.Desired Settlement: Admit you made a mistake and take care of your customer. You tested the wrong thing from the start replaced the wrong computer only to find out it was not the root of the problem and charged me $729.00 when the Warrenty PCM computer was the cause and you know it. Refund my money.

Business

Response:

Hello,

My name is [redacted] anbd I am the General Manager here at Freeway Chevrolet. I must say that when I first read this complaint I thought that we must have messed up and the customer is in the right. I went back and looked at all the documentation and I realized that my people were doing their job in the manner that the manufacturer and extended warranty companies direct us too. I will attach the technician and service writer comments below. The first repair had to be done-- they had numerous error codes, they also advised the customer that there may be an additional faulty part but after 3 test drives they could not get the error code. Without the error code the warranty would not have covered it. There were mutiple things wrong with the vehicle and this was not an easy or a quick fix. The car is now fixed and the issues resolved. The vehicle is out of manufacturer warranty, but the second repair was covered. I do not think it is reasonable to expect that the vehicle be fixed at no cost. There were parts, labor and diagnosis involved and now the car is fixed. Technician and service advisor comments :

Mr. [redacted] dropped off his vehicle for a complaint of “died while driving, radio will not shut off and power windows inoperative”. (Please reference Repair Order #6343374.) The service technician discovered a multitude of failure codes while performing his diagnosis. The vast majority of the failure codes indicated a failure of the Body Control Module (BCM) but there were also codes found that are relevant the Power-train Control Module (PCM) also referred to as an ECM (Electronic Control Module). It should be noted that in regard to the PCM, one of the codes found was a code for an “Internal Microprocessor Error” P0603.

Mr. [redacted] was advised that the BCM needed to replaced and possibly the PCM (due to the P0603 code among some of the others). He was also advised of the cost of replacing the failed BCM due to the manufacturer’s warranty for that part had expired and replacement would be at his expense. Mr. [redacted] authorized the replacement of the BCM, the part was ordered and installed. After the installation of the BCM the service technician performed all of the necessary programming procedures and road tested the vehicle. After three different road tests none of the codes returned and the vehicle operated normally.

Mr. [redacted] picked up the vehicle and unfortunately the vehicle had to be towed back to Freeway Chevrolet the following day. The PCM failed causing the vehicle not to start. A rental vehicle was provided and the PCM was replaced at no charge to Mr. [redacted]. The PCM was still covered under the manufacturer’s warranty. The vehicle again was road tested multiple times and no failure codes or abnormal operating conditions were detected. At this time to the best of our knowledge the vehicle is operating normally.

As stated earlier Mr. [redacted] was made aware of the possibility his vehicle would need a PCM due to the codes that were present at the time. Due to the lack of any failure codes returning after road testing the vehicle (after the BCM was replaced) replacement of the PCM would not be justified. The manufacturer requires verification of failure before a claim can be submitted for replacement of a part. In the event of a potential part replacement at the vehicle owner’s expense Freeway Chevrolet would advise the owner of the vehicle what part is recommended to be replaced and what the basis is for that recommendation.

Consumer

Response:

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.

Regards,

No one said anything about the PCM until it went back to Freeway Chevy on a Truck. If were saying the PCM is also called and ECM then right there is a missdirection to your customer. If we are putting 1,000.00 computers in a 3 year old car with 64,000 as if its day is over talking only about out of warranty out of warranty then were are saying GM cars only good for 3 years 36 warranty and you should buy foreign so you get 10 years and over 100,00. We were looking at buying a new cruz as well while kepping the Camaro but now we will not be coming to your store thus a sale of more than 700.00 is lost but in stead will go next door to you. Codes are codes clear em and I believe if we had tapped on the PCM in the first place Like MR Heartman did and fixing it right the first time we could have had a happy service repair, Instead you lose a customer and a new car sale. 700.00 is the last you get from us.

"I want to know what the Maintenance Interval is then?"

Business

Response:

Obviously, this will be an unresolved complaint. We have to follow certain procedures to get things covered under warranty just like all manufacturers do. The items that were replaced were things that needed to be replaced and fixed. In every service department across the country- regardless of the brand of vehicle, vehicles break and they are repaired. I can only go by what the warranty is and at 64,000 miles that is about double the miles allowed by the warranty. The maintenance intervals that the customer is requesting are in the owners manual and can also be found online. The customer signed and authorized the work, then paid in full. There was an additional problem that was repaired at no cost to the customer. The vehicle is fixed and driveable and when it came to us it was broken and not driveable. It is unreasonable to expect that we would pay for the parts and labor for all the repairs after the fact. I am considering this matter closed as an unresolved complaint.

Consumer

Response:

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.

In speaking with GM Customer Care they stated that the service dept. did in fact follow procedure of the repair however did state is very possible that it could have been missed diagnosed or the PCM should have been (Tapped On) checked in the first place to see how the BCM would respond after clearing the codes and then determined the BCM still in fact needed to be repaired. They did say it is possible that it was not at fault but the PCM could make it appear this way if it is the actual fault as many codes get thrown and may not necessarily be a part needing to be replaced. GM concluded that due to this possible mistake that a 1 year warranty will be reinstated on the 2010 Camaro that will cover all electrical components on the vehicle. This is more than anything your dealership offered and this was accepted. Freeway Chevy’s One time repair is worthless compared to a customer for life and that is now lost. We have since in keeping our Camaro made our first Non- American car purchase that I’m please to say in not a Chevrolet. I to conceder the matter unresolved with Freeway Chevrolet and will not be returning to your store and letting others know what happened with this concern.

Good Day