Hertrich Family of Auto Dealerships

Review: I purchased a used 2006 Chevrolet Tahoe from Hertrich's Frederick Ford of Seaford on 6/28/14 and have been having major vehicle issues, as well as unbelievably terrible customer service since that day. I am a Maryland resident, so upon purchasing I requested that they Maryland inspect my vehicle since they are a Delaware dealer. I purchased on a Saturday and the salesman advised me that they would need to have the Tahoe inspect first of the week and they would deliver it to me upon a successfully passed inspection. I never received a phone call, so I called my salesmen Tuesday(6/31/14) to follow up. He stated that the Tahoe was inspected in Maryland and just needed the windshield replaced to pass and that they were going to replace it and would deliver it Wednesday (7/1/14). This concerned me, so I asked for a copy of the inspection report from my salesman, and he told me he would deliver the inspection report when he delivered my vehicle. On Wednesday (7/1/14), my salesman delivered the Tahoe, which I was told by him in person that it successfully passed Maryland inspection and we were just waiting on the MVA paper work process to receive my Tag and Title. I received no inspection report, like promised, and I inquired where it was, and he said he would talk to the service department and send it to me. As I drove the Tahoe for the first time since it had been delivered, there was clearly something wrong with the steering. I reported this to the salesman and he said they would check the alignment. I was told the alignment was checked by their service department and showed no issues, which was surprising to me because the way it drove.

The vehicle continued to have issues and I still hadn't received the inspection report. I called the salesmen multiple times with no success, which led me to call the sales manager. I told him my issues and everything that happened since 6/28/14 and he said to not deal with my salesman, I would deal directly with him. I requested the inspection report from the sales manager and he had told me at that time, due to the July 4th holiday "it was hectic and I was just a victim of circumstance". He told me he would have to contact the service manager to get the inspection report. After a couple days, I received no phone calls. I contacted him again and he told me the service manager was out due to family illness and I would have to wait to receive the report.

After a few weeks passed, I still did not receive the inspection report, so I contacted the service manager and he told me my vehicle had never been inspected. The service manger told me he would have to come and pick my vehicle back up for inspection. This was extremely concerning because I was driving a non-inspected vehicle around for over two months and was lied to. I expressed this concern to the sales manager and he blew me off, stating again it was reasoning due to the holiday and service manager's family illness. I expressed that I did no longer want the vehicle anymore, and he told me they already received the check from the bank and there was no possible way for me to return the vehicle.

My vehicle was picked up and taken in for inspection. I requested a loaner vehicle that was comparable to my Tahoe, and I received a small car. I was unable to drive it, because I need to carry large tools for work, so it sat in my driveway which was extremely inconvenient because I could not use it. My vehicle was returned, still with no inspection paperwork. After realizing this, I called the sales manager again. He advised me that they were not allowed to give them out, after telling me for months that he would get it to me.

The vehicle has continued to have alignment issues, so we took it to a local shop to have the alignment checked out. The mechanic said the tires were so wore out due to the alignment, that we would need new tires before alignment. That was concerning, because they had low mileage on them when we purchased the vehicle. In addition, the crank sensor, power brake booster, battery, axle seal and bearings all need to be repaired or replaced.

Just recently, I took the vehicle to the Hertrich dealership in Dover, DE for warrantee work which was diagnosed on a previous visit and they would need to order the parts. I was told the parts were ordered and I would need to drop the vehicle off for repair when they came in. I scheduled the repair after they told me the parts came in, and when I went there with my vehicle to drop it off, they told me the parts were never ordered and they had no report of the last diagnostic. They had to redo the diagnostic report, which told them the same diagnosis before. So they had to order the parts. While it was in there, they also told me that the brake booster needed to be replaced and I would have to have it replaced and was leaking profusely and was unable to drive. This was not covered under warrantee. This turned a 5 hour job into a 2 day job, which would have been fine if I was given a loaner vehicle or even communicated this, but I was not. I had to call the service manager multiple times, and did not receive a call back. I finally was able to get in touch with the sales department and they told me my car was ready to be picked up, this was after the service center was closed.Desired Settlement: To exchange my vehicle at the Hertrich Easton location in Maryland, so I know its Maryland inspected. I would like to be compensated by exchanging a vehicle at the price I paid my Tahoe so I can keep my current loan.

Business

Response:

In response to your letter dated 02/13/15, the customer [redacted] purchased the 2006 Chevrolet Tahoe on 6/28/14. Frederick Ford was aware of the problem with the Inspection and the tlmellne with It being completed. We, however, we did deliver a rental vehicle at no charge to Mr. Hering for his use while his vehicle was Maryland State Inspected. After the Inspection, the customer did complain of an alignment issue and Frederick Ford performed a four wheel alignment on 7/11/14 at no charge to the customer . After this work was completed we were not aware of any other Issues with the vehicle.

Review: I was trying to buy a car, and my sister was going to co-sign since I have no credit. On signing the contracts, my sister was signing first, and I was signing second. My sister asked why she was signing first and not me, and the finance officer said "it doesn't matter if she signs first or fifty- first". All she wanted to do was co-sign for loan, and not have her name on the car. She told them that twice. So, after signing, the loan book was sent to her, and the papers looked like she had bought the car and not me. We have contacted the dealership, and talked to the admin assistant of the president of the company. We also talked to the general manager, and they keep saying come back in a year and refinance in my name only. I was also told that they were going to send a new payment book in my name only and I have never received it. Now they will not return calls.Desired Settlement: I want to where my sisters name is only on the loan, and the title and registration is in my name only so she cant be held responsible for any accidents since it is my car and not hers.

Business

Response:

When the customer came in he and she were explained due to the strength of the co-maker's credit they would have to go first on the loan to obtain the better bank percentage rate. We explained to the customer that they would both get credit for the vehicle since both were on the loan.

We also explained to the customer that both would have to be present on the title also. Our staff also suggested when the other person's credit score was more satisfactory they would have the opportunity to refinance the vehicle with the banks approval.

All phone calls were answered from both parties and returned to the customer promptly. And the situation was explained and all areas of concern were addressed.

If you have any further questions please feel free to contact me.