Freeway Chevrolet

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

Review: I contacted [redacted] regarding two vehicles they had listed on the internet. The intenet price for one vehicle was $41,571 and the other vehicle was listed for $46,121. When I contacted them via the phone and e-mail they changed the price and said the vehicles were actually $47,353 and $51,218 respectfully. Here is their response when I brought it to their attention as they obviously know that they are providing false information. I think they should be contacted regarding their pricing policies and should hono

"[redacted], As I explained to you on the phone both of those trucks were Demos of my General Manager. They have about $5,000 worth of after market equipment on them. Unfortunately my computer that does the pricing does not pick up the after market adds, I wish it did it would make it allot easier on the sales folks. Those are the only 2 trucks that are that way. All others are priced correctly on the Internet . I apologize. Jim Rule"Desired Settlement: I think they should honor their advertised price!!!

Business

Response:

[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,

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.

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

Review: Looked at and test drove a 2103 Chevy Silverado 1500 double cab 4x4 certified used truck on 1/20/14 just before lunch. Did not look at or test drive any other vehicles. The sales manager printed out a build sheet for the vehicle, as well as a copy of the car fax, both of which I still have, and both of which identify the vehicle by its description and VIN number. We also specifically discussed the terms by which the vehicle's factory warranty would be extended by virtue of it being a "certified" pre-owned vehicle. The next morning, 1/21/14, my wife and I arrived at the lot at 8 am to look at, and subsequently negotiate price and financing terms on this truck with the same sales manager. This truck was the only certified used truck on the lot, with a huge "certified pre-owned" sticker splashed across the front. A sales associate unlocked the truck for us so that my wife could look at the interior before we proceeded inside to discuss price and financing. While the sales associate was processing our credit application, I discussed several unique aspects of this vehicle with the sales manager. GM currently offers special financing of 0% for three years on certified used vehicles, which the sales manager confirmed. The truck also had a spray-in bedliner, and the sales manager and I had an extensive debate as to what the fair-market value of that item was (somewhere between $200 and $900, per the manager's representation, depending on the thickness of the liner and the quality reputation of the provider). We were unable to reach a final price agreement that morning, so before we left, the sales manager provided us with a written offer to sell the vehicle with a vehicle price of $25,988 to consider while we looked at other vehicles. That afternoon I looked at several similar trucks at other Chevy dealerships across the metro Phoenix area, and turned down several offers on similar trucks on the basis of the price offered by Freeway Chevrolet. I called the sales associate, [redacted], that afternoon just before 4 p.m. I told her that if they could sell the truck for $25,500, we would purchase the vehicle. She stated that she would talk with her sales manager and get right back to me. She mistakenly believed she had my phone number, and about ten minutes thereafter called and sent a text message to my wife asking for my phone number and seeking to clarify whether my offer of $25,500 referred to the vehicle price or the total price with taxes and fees. My wife immediately called me, and I immediately called [redacted] back, stating that my offer was for the vehicle price, not including taxes and fees. She stated that she had spoken to her manager and was authorized to "split the difference" with us, and offer the vehicle to us at a price of $25,788 (an additional $200 off their prior offer). I stated that we accepted that offer, and would come back to the dealership that evening to arrange financing and pay for the vehicle as soon as my wife was done with her work obligations, between 7 and 8 pm. We arrived at the dealership just after 7 pm, only to be told that if we wanted to buy the truck, we would now have to pay $28,800, not the agreed-upon $25,788. We told them that was unacceptable and that we expected them to honor the agreement we had made just three hours ago. Freeway Chevrolet declined.Desired Settlement: We expect Freeway Chevrolet to honor the contractual agreement we made for the sale of the vehicle at $25,788. Agreeing to sell the vehicle to us at $25,788, and then attempting to gouge us for an additional $3000 when we arrived to pay for the vehicle is illegal and smacks of a fraudulent "bait and switch" sales technique.

Business

Response:

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

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.

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."

Review: 7/3/13, I took my Chevy Tahoe into the dealership to be fixed for the A/C not working. It was inspected and advised that it would cost $636.06 for the repair. Due to the timing of the repair, I paid over the phone and picked it up after service hours. When I picked up the vehicle, it still wasn't cooling like it use too. Since I don't drive this vehicle regularly; it's been parked in my garage. I recently drove it and realized that it really is not cooling like it should. I took it back yesterday 8/20 to be advised that it was a switch that was over looked. The service advisor tried to get a payment. I told him that this was how the dealership fixed it in July and that in no way would I be paying for their error. He then proceed to ask for half of it. I refused again. At that point, the advisor said he'd talk to the Service Manager and get back to me. The Service Manager agreed I shouldn't pay for it and the dealership will cover the costs. Again, I was told to get the vehicle at 5pm. The vehicle was left running by the dealership and still showed not cooling. I brought this up the service advisor that it still is not fixed or satisfatory. They kept the car and never offered a loaner car for the inconvinence or anything. I had to scramble to find a ride to get my children due to their error. On 8/21 almost 6 hours went by and no phone call from anyone at the dealership. I called leaving a message asking for the status of my vehicle. Almost 2 hours later, the advisor calls to say it's the a/c compressor and it's pretty pricy. Advises that it will be $990.00 additonal to be fixed and that they will not be covering this. I am very disappointed that my normal service advisor that now became a Service Manager is too busy to deal with this. I am really upset that I was advised it was fixed and now I'm being nickled and dimed. I was in the market to get a new car. I will not be giving any more business to this dealership. They have ruined a trusting relationship by not being honest!!! I am wanting my vehicle repair at no cost to myself for this HUGE oversight on the dealership's end.Desired Settlement: I would like me vehicle fixed so the a/c is actually repaired in blowing cold air on the dealership's time and money. I would like a loaner car while the vehicle is being fixed for this inconvinence. I would like the Service Manager to address this situation ASAP.

Business

Response:

To Whom it may concern,

Ms. [redacted] initially brought her 2000 Chevrolet Tahoe into Freeway Chevrolet's service department on 07/02/2013 (163962 miles) with a concern that the air conditioner is not cooling well. Upon inspection our technician found that they system was low over one pound of refrigerant and a large oily stain on the high pressure line crimp from the condenser to the evaporator. Ms. [redacted] was advised of the leaking line and approved the replacment for a total charge of 636.06 which included a 10% loyal customer discount. On August 21, 2013 Ms. [redacted] returned to Freeway Chevrolet with the same concern that her air conditioner is not cooling well. Upon inspection the technician noticed that there was no power going to the AC compressor. He traced the circuit and found an open in the low pressre cycle switch causing the problem. The technician installed a new low pressure cycle switch and verified that the AC system was operating coorectly at that time. Upon arriving to pick up the vehicle Ms. [redacted] informed the service advisor that the AC still didn't seem to cool well and didn't want to take the vehicle in that condition. Ms. [redacted] left the vehicle to be reinspected and received a ride home. Upon further inspection the AC system in Ms. [redacted]'s Tahoe was operating normally however was not reaching optimum cooling temprature due to a failing AC compressor not building enough pressure under load. Upon informing Ms. [redacted] about the needed replacement of the AC compressor she stated that she didn't feel she should pay for it as it should have been detected on July 2, 2013. [redacted] (service manager) spoke to Ms. [redacted] and explained that the AC compressor was operating normally in July and we couldn't forsee the compressor failing in the near future. [redacted] also explained to Ms. [redacted] that the AC system operates under very high pressures and there are several other components that could fail once the new compressor is installed. Ms. [redacted]s explained to [redacted] that she simply couldn't afford the repair at this time however needed her AC to work. [redacted] consulted with me ([redacted] service director) about the matter and I offered to credit the entire charge of $636.06 towards $993.14 AC compressor repair therefore only charging Ms. [redacted] $357.00. Ms. [redacted] once again reaffirmed that she couldn't afford the $357.00 at this time and would take her vehicle home to attempt to gather the money needed. Ms. [redacted] seemed to more accepting of the facts upon leaving with her vehicle and nothing indicated that she was unhappy with the offer. Upon receiving this Revdex.com complaint and reviewing it with Mr. [redacted] (General Manager) he decided to replace the AC compressor at no charge to Ms. [redacted] as a one time gesture of goodwill for customer satisfaction. This offer does not constitute any wrong doing nor does it create any implied warranty on the balance of the air conditioning system. The vehicle in question is thirteen years old with over 160,000 miles on it so many failures that occur are not forseeable or preventable. I have left a voicemail message on Ms. [redacted]'s listed phone number (###-###-####) to arrange a time to come in and have the AC compressor replaced. Nothing further is owed to Ms. [redacted] at this time.

My husband and I were duped and disrespected by this dealership. The experience was so bad that we will not be buying ANY Chevy's in the future. The sales manager [redacted] should be fired!!!!!

We went in to buy a new car on Saturday but ultimately the deal didn't work out because the final purchase price. We were @ $1000 from our max budget. We left that day understanding that it just didn't work out.

On Tuesday, my husband was contacted by [redacted] from the dealership asking about our experience and the reason we didn't buy the car. He asked if we were still interested in the car, and if so, were we willing to meet him halfway on the purchase price. My husband agreed to increase our budget by $500 since he really liked the car. [redacted] said he needed to clear it with the manager first and made two additional calls to my husband before he confirmed that it was an approved deal. He told my husband that he would have the car washed, waxed, and waiting for us that evening. [redacted] said he would not be there but tell them that [redacted] sent you.

I got there first and decided to get the paperwork started. I was directed to [redacted] who was aware of the details of my husband’s conversation with [redacted], since he confirmed the car, color, and purchase price with me. I was told that they had to find the car, so I waited while they looked for it. My husband arrived about 20 minutes later. [redacted] told us that we needed to go over the numbers again because the rebate from this weekend was no longer available. The price of the car should be a lot higher but they were willing to give us a deal. He presented us with a price that was $300 more that my husband discussed with [redacted]. We became upset because we felt we had an agreement with the dealership and would have never gone down otherwise. I asked for the manager’s business card and we were put in contact with the sales manager [redacted]. When we explained the conversation that my husband had with [redacted], he said “[redacted] does not make the decisions, I do”. He was unwilling to honor the price that [redacted] and my husband agreed upon. He did not apologize for any misunderstanding or for the inconvenience to our time. It became very clear that we were dealing with someone who lacked customer service, integrity, honesty, and professionalism. We left feeling very scammed and disappointed. WE WILL NEVER RETURN.

Please consider our experience with this dealership prior to your visit.

Review: I went to this dealer to get a vehicle I was told this 2015 Chevy treverse is the ONLY treverse on the lot and that it is certified Used this price is 30,00 and a new one that I wanted with 0 miles color is silver and it's on line for 27,000. He said I won't qualify for this vehicle and walks me to the finance department to get paper work signed I went back 5/19/2015 witch is the following day to tell them I want to know what my interest rate is also what bank aproved me . [redacted] in finance said he can't disclose the bank with me I have to wait to get a paper in the mail. Than I asked if I can get my new Suv with 0 miles he said he's unwilling to help me. [redacted] was so rude to me would not let me speak. All I want is a new Suv and the bank name that aproved me .Desired Settlement: I would like to be treated with respect . Also I want the banks information and I want a new car that is silver that they are advertising on the Internet for 27,000

Business

Response:

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?

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,

I have been harassed by Freeway Chevrolet for over 3 months now. They were sending mail every other week and have called me direct trying to purchase my vehicle back. My vehicle has no recalls, is in good condition and I have no long or short term plans to sell it. I have not asked for solicitation or any communication from Freeway and on 2 separate occasions asked that I stop being contacted to buy-back my truck. I bought the truck from Freeway in 2008, and have only had it in their service center once for a complete cylinder head replacement under extended warranty. After taking it in a second time for similar conditions to the head replacement and being blamed for how I maintained the truck I will never take it to their service center for anything I have to pay out of my own pocket for. I have not initiated any contact with Freeway looking for another vehicle or indicating I would be interested in selling mine. They have cold-contacted me repeatedly and I stated the next time they contact me trying to buy my truck I would go to the Revdex.com for unsolicited harassment.

I was told me and my fiance were pre-approved and that we come down to the dealership we would be put in a 2013 chevy sonic. went down signed paperrs have had the car for a week and five days they call to let me know they can not find a bank to finance us and we need to return car. When I was told there was a bank that approved us and now [redacted] will not answer his phone or return phone calls because he knows he did wrong. NEVER GO TO FREEWAY CHEVROLET IN CHANDLER,AZ

Freeway Chevrolet are nothing but crooks I puchased a 2014 Impala in 2013 my power steering went out several times and they never fixed the problem. I traded my vehicle in thinking freeway Chevrolet would give me a deal on a new impala being that my power steering kept going out and this would be my third time buying a vehicle from them instead they screwed me and I will never ever do business with them. Today I went to [redacted] they couldn't believe what freeway Chevrolet did and how much I owed on my loan

Review: In 2014 I bought a 2015 Malibu from Bill B[redacted] My experience with Bill was awesome; the finance department not so much. I got "approval" on my own with a somewhat high interest rate but a payment I could afford. My sister-in-law was with me and asked what would my payment be if she co-signed. After a credit check they brought us the final numbers. Keep in mind, this is MY vehicle and she is co-signing. It was not until 2 weeks later that we discover SHE is the primary buyer. Not me. This pissed me off, to say the least, because no one ever disclosed this to us.

Fast forward to January 2015. I brought my Malibu in for its oil change and decided to look at the 2016 Malibu. My brother and sister-in-law were with me. My brother had been interested in a Colorado and decided to see if they could make a deal. Once again, my sister-in-law wanted to co-sign so my brother could get a better interest rate. Papers were signed but my brother discovers when the bank sends paperwork, that he is NO WHERE on the loan! Needless to say he was pissed! He then went to his credit union and got his own financing. Meanwhile I've signed paperwork for a 2016 with my sister-in-law as a co-signer, with strict instructions that I AM TO BE THE PRIMARY or no deal. I was told it was understood. They let me take the car so I assumed no problem. After a week and a half of only one hit on my credit report, Rafael from finance calls me on a SUNDAY to say he needs check stubs from me and Mary and he will be in touch. Now the hits start coming to my credit report. What the hell have they been doing for over a week?

I call him on Tuesday. No call back. I call him on Wednesday. No call back. I then call Billy and tell him if a deal is not done by Friday, I will be returning the car. He says he will get my message to the right people. On Thursday I get a letter of denial with my Sister-in-law as the primary buyer! Then Rafael calls me to say that he got a deal done and needs me and Mary to come to the dealership and sign new paperwork because they couldn't get the deal done with me as the primary! THEN he states that actually he can't get it done with me on the loan at all! What?! Why would I make payments on a car and not get credit? That's when I got really upset and said "I specifically told you not to do that!" He then tells me it was upper management that did it.

Needless to say I told him I would bring the car back on Friday and I want my down payment back!

I'm a GM of a hotel so I know running a business is difficult. But to be made to believe one thing then have something else happen not once, but twice to me AND also to my brother is despicable. 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.

Sincerely,

P.S - this is not about Billy. He has been awesome. It's the rest of them that suck, especially Nolen. What a rat [redacted] !

Business

Response:

Hello [redacted] 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.

Consumer

Response:

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

Business

Response:

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.

Review: On 04/05/20103 I purchased a 2011 Chevy Traverse, I was told I would get floor mats and when they called my husband to pick them up there were only two so I had to go back and ask for the additional floor mats.

On 05/11/2013 I took my Traverse in to have an oil change and I called to get an update on my vehicle only to be told that there was a seal leak on the water pump shaft, and they also said I needed to have the transmission flushed, but informed me that there would be a charge for the flush.

I declined and explained that the car was under full warranty and I was told it was only a reccomendation but did not have to be done.

On 07/19/2013 I took the car in as I was concerned about the break pedal going to the floor. On 07/22/13 they had to replace the Brake Booster.

On 08/30/2013 when leaving work my car ran hot, so I took it in on 08/31/2013, I also informed the service man that I was concerned about the break pedal going too far to the floor.

On 08/31/2013 I was called to pick up my car, they had replaced the Brake master, and the water pump.

when picking up my vehicle I also voiced concerns of the whining noise in the steering coulmn and was told "oh that is normal they sometimes get air in them but it is normal".

On 09/14/2013 I took it in because I was concerned about the noise in the steering coulmn and I was also hearing a noise within the suspension system.

On 09/19/2013 when I picked up my car they had to replace the Steering gear, front motor mount, and also had to replace the Sir coil.

On 10/30/2013 I took my car back in as I was again hearing noises in the suspension system, as well as the steering column, not to mention that my passenger side mirror had stopped working.

They had to replace the Power steering pum, front struts, and the side mirror. I was called by the body shop to be told that they had painted my side mirror the wrong color and would have to re-paint it, they also mentioned that they had found a garage door opener in the car.

On 11/12/2013 I went to pick up my car only to discover that the side mirror they had installed was diffrent then the old mirror. I was also informed that they had my garage door opener. I informed them that I did not own a garage door opener and have to wonder who had been driving my car..?

They have also had to replace the stereo as it had gone out as well.

On 09/10/2013 I spoke to [redacted] and explained that I was not satisfied with the vehicle and that I did not feel safe in the car.

he informed me that he would find me another car that was comprable to the car I had purchased and that they would pay the Traverse off.

We are now nearing the end of November and I have had to call and call to request an update to see where they are with finding me a new car only to be told they have not found anything however they have tried to put me in a higher priced car that would increase my payments and I can not afford a higher payment.

So I continue to drive around in what I feel is a lemon, not to mention an unsafe vehicle that could break down at any time. I have had to take time off work drive extra milege and pay for extra gas due to the extra trips back and forth to the dealer for repairs.

On 11/18/2013 I when to reach into my glove box to retrieve the service invoices only to see that the bottom part of my dash under my glove box was not put back together and there was a broken part to my dash in the fllor board, so I called the GM corperate office to file a complaint I was told that someone would call me back in 24 hours, the young man told me he would be calling me back to make sure that someone had reached out to me.

On 11/20/2013 the young man called me back to see if anyone had reached out to me and I informed him that No one had contacted me.

He assured me that he would look into it and make sure that someone would be calling me.

On 11/21/2013 I got a call from a man named [redacted] who wanted to confirm that I had in fact taken my car to the delaership for repairs because he had been told by the delaership that my car had in fact Never been to the dealer for a repair, I laughed and confirmed that he had called the correct location and also was calling about the correct car. paul confirmed the location and the car, and said that he would have someone contact me.

later on 11/21/2013 around 5:30 pm I got a call from a man anmed [redacted] who stated that he had received an email to call me regarding a question I had about my water pump? I explained that I in fact did not have a question about a water pump but I had a complaint to file. I informed him about the call from [redacted] and he said "I am not sure who he called but if he called here he would have spoken to me so I have no idea who told him that" I told him that he could look it up and listen for himself as the young man informed me that the call was being recorded for training and customer service. I also told him that no one had called me within the 24 hours of my complaint and he said "oh well they have had some manager changes so maybe it went to the old manager, I started to explain the issues that I was having with the car and when I got to the part about the dash he said "well the glove box would have nothing to do with the side mirror so I am not sure about that" I informed him that this was not an issue when I took it in for the mirror repair. He informed me that he would look into the matter and try ro help me.

On 11/22/2013 I recieved a call from [redacted] telling me that he had infact located another side mirror and we made arrangments for me to come in and have it replaced.

On 11/22/2013 I made a complaint on the customer review for this dealer, and minutes later I got a call from [redacted] telling me that he could no longer help me and that he would not be looking for a replacment car because I had filed a complaint online.

I asked [redacted] if Mr. [redacted] was aware of this decision and he said yes he was, I asked to speak with Mr. [redacted] and [redacted] informed me that he was not in the office.

At this point I am an emotional wreck this is affecting my work and I am constantly upset. All I want is to be done with this car and I feel I have been more than patient with this dealer and the staff. I do NOT want this car I do not feel I should have to continue to make payments for a car that is not safe and I am not going to keep, knowing that the payments will not be credited towards the replacment car. So I am basically paying $450.00 per month for an unsafe rental car.Desired Settlement: I do not want this car, it is not safe or reliable and I want to give the car back so the dealership can pay it off and I would like to be placed into a comparable vehicle that is safe and that does not raise my payments. No matter what I have lost over $6,000.00 on this deal and that does not include the money I have paid toards the extended warranty.

Business

Response:

Hello,

I have received the complaint and reviewed it. I also reviewed the review that the customer posted a day before this complaint. In her review she stated that she would never buy from us again nor would she refer anyone to us. We sold her the vehicle after we properly inspected it in accordance with Arizona Law. We also sold her an extended warranty. Her vehicle has broken several times and it has been repaired under warranty. She has always been treated professionally and courteously. If my people are not perfect and they have made a couple mistakes, I certainly apologize for that because we aim for perfection. I did look at a few vehicles for [redacted] but they did not work due to her seating requirements or her payment requirements. She would like to go back in time and erase the purchase, but that is not possible. All Freeway can do is give her fair market value for her vehicle as a trade-in value and she can purchase any vehicle that she chooses and whatever the payment is--- that is what it is. If she would like Freeway to buy the vehicle from her for fair market value then we would do that and she would be responsible for any balance owed on the vehicle. She can also do these same things at any other dealership of her choice. She has to decide how much or how little she wants to spend on a vehicle. It is always unfortunate when a customer has problems with a vehicle. It is also unfortunate that she blames these problems on Freeway. I know that she is frustrated and she feels as though she should be compensated for things like her time and gas, etc. Unfortunately, the warranty that is sold does not cover time, gas spent driving to the dealership and frustration. I wish her well and hope that she finds a vehicle that makes her happy. I am assuming by her review that she does not want to buy this next vehicle from Freeway, so I will consider the matter closed.

Thank you,

Just like Jennifer C. who filed a previous complaint on this site, I have a similar one. I recently went in to lease a car from Freeway Chevy and filled out all the papers. I was approved and drove home with the car. A few days later they called and using a lie, told me they could not fix the cracked windshield on the car unless I came in to sign correct papers. They called me and told me the papers I signed were not correct, so needed to come down. An out and out lie. Told me to take my old car back that they still had and had the attitude that they really did not care what happened. Said the financing through the bank for the lease was not approved. What company lets you drive away without really getting approval. Then they expect you to return it. These people are liars, have no compassion and treated me like crap. Will make sure to NOT recommend them to anyone, we are so done with Chevy forever. Dealt with the sales manager Sean S[redacted] and finance manager Tracy S[redacted], and on various occasions, seemed to just roll their eyes at the situation.

Review: My elderly father purchased a 2016 fully loaded camero he had a 2014 camero that only had 9000 miles the dealer in my opinion took advantage of him. They said they would give him 20,000 for his camero when he got home & looked at the contract they only gave him 16,000 I also called the dealer within 72hrs (3/16/16 being today!) to try & cancel all this explaining that his other car was paid off so that he could remain in his home debit free for a few more yrs instead of going into assisted living. The dealer is refusing to cancel the deal & wants us to wait until tomorrow to even go to the dealership (which would be past 72hrs) my dad has health issues & should not be driving in the 1st place just looking at him wearing oxygen I'm sure the salesman could see that this type of person did not need a fully loaded 2016 camero

They took advantage of an elderly person & the situation ! Not to mention by the type of vehicle they sold him they put other people's lives in danger! I'm filing a report to revoke his license with the MVD & his Dr's are also on board. Maybe I can find an attorney who has some type of advise in this matter as well. This happens way to often to elderly people!Desired Settlement: I would like for my father to be able to cancel this deal.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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]

Review: I purchased a car from Freeway Chevrolet in May 2015. I got pre-approved financing with [redacted] at an interest rate under 2%. I was offered a higher interest rate over 2% with Freeway. I declined their offer and made it very clear that I had my financing already done. I gave them my banker information by providing them my banker's business card. I was assured that they would honor my financing request with my banker. After waiting for hours, my husband and I finally met with Freeway's finance/closing department. I was further assured by the finance rep that the financing was indeed going through with my banker with [redacted] and they knew what they were doing. A month later I got a call that my car payment was due. I call my bank rep since I had my car loan set up on automatic payment withdrawal. My bank rep indicated that Freeway did not honor my request to contact her about the loan which was at a lower interest rate/cost. My bank rep further informed me that I was paying a higher interest rate and she referred me back to Freeway Chevrolet. I called on 3 occasions to date and none of my phone calls have been returned. I asked to know who the owner was and I was told by one sales manager that he did not know. I am appalled with what they did. On another call, a different sales manager told me the difference in interest rate was only a little over a dollar or two. I cannot believe the way they handle business. I felt I was deceived and moreover, I feel disrespected because none of my phone call have been returned.Desired Settlement: I would like the difference from the higher interest rate I am now paying to the lower interest rate that I had agreed on, and that I was assured would be honored. The refund I would like must include the interest of loan for all the months of required payments. I believe it was for 72 months, and any added costs different from the loan that was offered through my bank. I can understand mistakes, no one is perfect, but to not even have one phone call is simple unacceptable. Thank you.

Business

Response:

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###-###-####

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.

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,