On January 6, 2017 I visited Shepherd's initially to purchase a minivan I had found online. I called the lot to see if the vehicle was still available and told it was, and made an appointment to see the vehicle that afternoon as it would take me close to an hour to get to the lot. When I arrived at the lot, van I came to view was being test driven by another individual. I was told that I could test drive the vehicle as well and did so. I was told that the individual that had come to the lot first understandably had first choice as to purchasing the vehicle, and I would need to wait to see if they were able to do so. I proceeded to wait at the dealer for a couple of hours, continuing to talk about the original vehicle, including filling me in on a couple of issues it currently had, including a sliding door that wasn't operating as it should. After a couple of hours I was told that the other individual had decided to purchase the vehicle, but that they could get me into something comparable. Our sales person, Amanda, then told me of a 2010 Chevrolet Traverse that was available. I said I would look at the vehicle, so Amanda escorted me to where it was sitting on the lot. Since it was well after 6pm in January, it was dark out and the vehicle was completely iced over. I looked at the interior and asked if there were any issues with this vehicle like there were with the van. Amanda told me no, there was nothing wrong with the Traverse and it was actually a better vehicle than the minivan. I went inside to stay with my infant while Amanda escorted my husband out to the vehicle to view it. Again, he looked around the interior, but did not start the vehicle or drive it around the lot as it was incredibly cold and we had an infant with us. Trusting that Amanda was honest and that there were no issues with the vehicle, I agreed to purchase it and signed the necessary paperwork. Not having been able to see the vehicle well the night before, I went out to inspect the vehicle the next morning at which time I noticed the windshield had multiple small cracks in it and that an error message stating the, Stabilitrac and Traction Control needed to be serviced, was scrolling on the dash. I called Amanda immediately and asked if she was aware of the issues. She then stated they thought they had already fixed the windshield, but apparently it had not been taken care of yet. She said she would call me back with a time I could take it back to have that repaired. She did not mention addressing the error message. I called her back two days later asking when I could get the windshield fixed and asked about the error messages. She said she would check and call me back, before hanging up with her I asked if I could speak to the service department regarding the error messages. I spoke with a gentleman in service who stated, if he had serviced the vehicle he would have addressed the error messages. I asked if that meant the vehicle hadn't been serviced before I purchased it, he again stated that if he had seen it, it would have been fixed. I called Amanda back and asked what was going on, because it now seems that I've purchased a vehicle that did not receive service. She said she would investigate and call me back. She called me back later that day and stated that they did not want me to feel that I had been taken advantage of so I could bring the vehicle down on Tuesday of the following week to have the windshield replaced and that they would "take care" of the error messages And, that they would let me use another car on their lot since they would need to keep my vehicle overnight. I arrived at the dealership Tuesday morning to have the issues addressed. When I arrived Amanda asked to see the error messages in the truck, so I escorted her out and showed her the messages. We then went back to her desk where she stated that she thought I meant the tire pressure light was on, on the truck and that's what they were agreeing to take care of. I'm not sure why she would think this, as I never mentioned tire pressure at any point in any of our conversations. She instead said they were willing to give me a discount and presented me with a quote to pay for having the issues addressed. If the dealership thought I meant the vehicle had low tire pressure, and were unaware of the existing service problems, how did they already have a quote prepared to take care of the exact problems they didn't know existed? I refused the quote and asked to have the windshield taken care of. I was given a rental vehicle and reminded to replace the fuel in the vehicle before returning it. I understand legally Shepherd's did nothing wrong, but from a customer standpoint they took well advantage of the situation and tried to make me pay for issues they were well aware of when I purchased the vehicle. I feel that anyone considering purchasing from the Shepherd Family Auto Group should be well aware of this incident and how they handled the situation.
On January 6, 2017 I visited Shepherd's initially to purchase a minivan I had found online. I called the lot to see if the vehicle was still available and told it was, and made an appointment to see the vehicle that afternoon as it would take me close to an hour to get to the lot. When I arrived at the lot, van I came to view was being test driven by another individual. I was told that I could test drive the vehicle as well and did so. I was told that the individual that had come to the lot first understandably had first choice as to purchasing the vehicle, and I would need to wait to see if they were able to do so. I proceeded to wait at the dealer for a couple of hours, continuing to talk about the original vehicle, including filling me in on a couple of issues it currently had, including a sliding door that wasn't operating as it should. After a couple of hours I was told that the other individual had decided to purchase the vehicle, but that they could get me into something comparable. Our sales person, Amanda, then told me of a 2010 Chevrolet Traverse that was available. I said I would look at the vehicle, so Amanda escorted me to where it was sitting on the lot. Since it was well after 6pm in January, it was dark out and the vehicle was completely iced over. I looked at the interior and asked if there were any issues with this vehicle like there were with the van. Amanda told me no, there was nothing wrong with the Traverse and it was actually a better vehicle than the minivan. I went inside to stay with my infant while Amanda escorted my husband out to the vehicle to view it. Again, he looked around the interior, but did not start the vehicle or drive it around the lot as it was incredibly cold and we had an infant with us. Trusting that Amanda was honest and that there were no issues with the vehicle, I agreed to purchase it and signed the necessary paperwork. Not having been able to see the vehicle well the night before, I went out to inspect the vehicle the next morning at which time I noticed the windshield had multiple small cracks in it and that an error message stating the, Stabilitrac and Traction Control needed to be serviced, was scrolling on the dash. I called Amanda immediately and asked if she was aware of the issues. She then stated they thought they had already fixed the windshield, but apparently it had not been taken care of yet. She said she would call me back with a time I could take it back to have that repaired. She did not mention addressing the error message. I called her back two days later asking when I could get the windshield fixed and asked about the error messages. She said she would check and call me back, before hanging up with her I asked if I could speak to the service department regarding the error messages. I spoke with a gentleman in service who stated, if he had serviced the vehicle he would have addressed the error messages. I asked if that meant the vehicle hadn't been serviced before I purchased it, he again stated that if he had seen it, it would have been fixed. I called Amanda back and asked what was going on, because it now seems that I've purchased a vehicle that did not receive service. She said she would investigate and call me back. She called me back later that day and stated that they did not want me to feel that I had been taken advantage of so I could bring the vehicle down on Tuesday of the following week to have the windshield replaced and that they would "take care" of the error messages And, that they would let me use another car on their lot since they would need to keep my vehicle overnight. I arrived at the dealership Tuesday morning to have the issues addressed. When I arrived Amanda asked to see the error messages in the truck, so I escorted her out and showed her the messages. We then went back to her desk where she stated that she thought I meant the tire pressure light was on, on the truck and that's what they were agreeing to take care of. I'm not sure why she would think this, as I never mentioned tire pressure at any point in any of our conversations. She instead said they were willing to give me a discount and presented me with a quote to pay for having the issues addressed. If the dealership thought I meant the vehicle had low tire pressure, and were unaware of the existing service problems, how did they already have a quote prepared to take care of the exact problems they didn't know existed? I refused the quote and asked to have the windshield taken care of. I was given a rental vehicle and reminded to replace the fuel in the vehicle before returning it. I understand legally Shepherd's did nothing wrong, but from a customer standpoint they took well advantage of the situation and tried to make me pay for issues they were well aware of when I purchased the vehicle. I feel that anyone considering purchasing from the Shepherd Family Auto Group should be well aware of this incident and how they handled the situation.