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Montrose Auto Group

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Reviews Montrose Auto Group

Montrose Auto Group Reviews (12)

• Jul 18, 2023

Worse dealer ever
Took my 19 gmc sierra in three times for transmission problems and they worked on it all three times and the last time I got it back it still has same problem and I contacted the service manager Brian bock and service writer Rachel and they told me they didn’t want to work on it no more go somewhere else and the hard shifting in transmission is now a normal for they’d trucks and there is no fix for it

I just spent the morning with my daughter Emily for her first car buying experience. It was excellent. Mike Edwards was so helpful. His service was second to none. Explained everything to her and no pressure at all. Got her a deal that fit right on budget. Make sure to check Mike out when buying your next car!

Received "Fresh Start" ad in mail from Montrose Auto Group making all kind of claims re financing options. Sounded like a real possibility until I looked at several reviews on the Internet. Sounds like a dealership that should be avoided. In addition their mailing arrived in a very official looking envelope similar to what you would receive from a government agency stating something like "official business", "Penalty for opening other than by addressee", etc. Talk about deceptive advertising right from the start. What genius in their marketing came up with that great idea? Suggest any potential car buyer investigate review sites before going forward. Sure there will be some negative reviews along with good reviews but at least you will get a somewhat general objective impression.

Review: We were contacted by Montrose Auto Group via a mailing shortly after filing a chapter 13 bankruptcy. This mailer proclaimed that they will finance ALL credit situations including and not limited to open bankruptcies.

I called the contact number the day we received the mailer and discussed the fact that while I am in chapter 13 I already have the trustees approval to finance a vehicle with guaranteed payments of $380 per month.

The salesman on the line told me there would be no issues and I was pre approved for a purchase. I told him what type of vehicle I was looking for and again was told there would be no problems financing a vehicle so we set up an appointment for the next day. ( Thursday March 24th )

I spoke to this person no less than 3 times on Wednesday the 23rd and again on Thursday when HE CALLED me to make sure I would be at the appointment. He again said financing would not be a problem and there would be a few vehicles of the type I wanted to look at when we arrived.

We arrive and are introduced to another salesman a Mr. Gene B[redacted] He was very friendly while he was taking down our information and asking us about the type of vehicle we wanted. He asked us all the pertinent questions and again assured us there would be no problem with financing seeing as how we already had the trustee's paperwork there with us.

He then went to the finance manager's office ( or so I assume) and that was the last we saw of "friendly Gene" We went outside and wandered around the lot to see what vehicles they had.

Not one vehicle was what I had asked to see!

We drove 2 hrs to get there that morning. I work second shift so this was a HUGE chunk of time out of my day.

We went back inside and sat down at Gene's desk. shortly thereafter another gentleman comes out to inform us. "I'm here to tell you the bank said no"

So not only did their false advertising make me waste more than an entire days of time dealing with phone calls and a long drive for no reason but after complaining to the location manager who told us he would personally look into the situation we now cannot even get the courtesy of a reply?

Tried to call today and I was switched from extension to extension until finally I was simply disconnected.No explanation of why....and Gene was no where to be seen at that point.Desired Settlement: I want Montrose Auto Group to discontinue their advertising claims of "We Finance Any Credit Situation" since it's clear that is not the truth.

I want a clear explanation of why they could not follow through on their claims that I was pre approved and would be financed. Not another run around.

Business

Response:

the customer came back in and he was approved on a 2010 Jeep with 700.00 down but he wanted a Pick up truck that required a lot more money down.

Review: I purchased a used 2008 Jeep Liberty Sport from Montrose Nissan (part of the Montrose Auto Group) on 5/3/2016 and took the vehicle home that evening, believing all was okay with the vehicle. The next morning (5/4/16) I started the vehicle only to find the "check engine" light on and white smoke coming from the tail pipe. I contacted the sales rep at the dealership that we had worked with and asked to have them repair the vehicle, but they told me they could not get to it until the next day. Because I needed my vehicle to get to work, I asked if I could take it to my own mechanic and have them reimburse me for the repair cost, to which they agreed. I sent an email with a copy of the repair invoice to the sales rep (per his instructions) on 5/4/16, requesting reimbursement for $82.66 for repair of an ignition coil and replacement of a spark plug. I was assured that this would be handled and a check sent to me within the next week. The check never came, and after weekly phone calls to the sales rep, and additional emails, three months later I still have not received a check and only have received excuse after excuse. I am very unsatisfied with how I have been given the runaround for such a small amount of money that was promised to me months ago.Desired Settlement: Reimbursement of the $82.66 repair cost as was originally promised to me.

Review: My husband and I purchased a 2011 Nissan Titan from Montrose in Hermitage in December 2011. When we went through the different types of incentive packages we were told we could purchase for our vehicle one of the packages included $9.95 oil changes, tire rotations and new tires (once they reach 3/32 tread life) for the vehicle as long as we own it for an additional $500 up front. My husband and I both looked at each other in amazement and asked what's that catch. We were told "no catch" this is something new they are offering. We jumped right on the offer and paid the additional $500 up front. In August 2012 we traded our Nissan Altima in for a new 2012 Rogue, again they were offering this great deal and we jumped on it. I mean who would'nt, right? Well, on Saturday, March 8, 2014 we had appointments for both vehicles to be serviced, oil change, tire rotation. We asked them to check the tread on the Rogue because the tires are getting bad. Then the service manager told us in order to qualify for the new tires we had to have all the Nissan recommended services done before we could get new tires. We were like what are you talking about? He explained that we would have to have transmission fluid changed, front and rear differential fluids changed and transfer case fluid changed, for a grand total of $750+ before we could get new tires. For that price we could buy our own tires. We were never told this up front when we purchased the agreement, otherwise we would not have purchased this agreement. We wanted to speak to the man in charge immediately and they have since discontinued these incentives because of the headaches and issues it caused. We asked for our money back and he said they would look into it. In the meantime, we found out there are many others, like us, unknowingly purchased a product without knowing exactly what is involved. They never explained the product entirely before we purchased it, and we did ask.Desired Settlement: We would like to have our money back or at least a new set of tires for both vehicles when needed without purchasing the other services. Unfortunatley for Montrose, they have lost two loyal customers.

Business

Response:

attached are the contracts for our rewards program that include tires for life as long as we maintain the vehicle , attached are the benefits to the customer . A customer that buys the card gets discounts for the maintence and we get to keep the correct air pressure in the tires make sure the wheels are aligned. The language on the agreement is clear and is not a gimmick , If they give us the maintence we will replace tires. As to the reason we no longer do it the costs of tires is so great, We however are living up to the contracts that are issued for the customers that live up to their part.,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Again, we are not disputing the fact that we purchased this agreement. We are disputed the fact that Montrose did not go over all the details involved with the program. We were not the only customers unaware of this either. The Manager at the dealership said they had several folks complain because it was not made clear to them either. The Service Manager even said he had a women in here screaming about the issue. As you can see in the agreement we signed, in small print under tires for life qualifications, it states, you must have all service maintenance work performed at our facilities, as per the recommended maintenance service book throughout the life of vehicle or all benefits will become null & void. This was never stated to us, they never handed us a "maintenance service book" for us to review to make that decision. All that was overlooked by Montrose when we purchased this agreement. We were shown this agreement and what you see listed sounds great, doesn't it. Unfortunately they didn't share the rest of the qualifications. Shame on them...they are losing us as customers, if they don't make this right.

We would like our money back or new tires for each vehicle at least once.

Regards,

Review: The reason I am filing this complaint is that the owner admitted to me he did something illegal. Our 90 day sticker expires this week, when I called Penndot last week as to why I never received the sticker it was because the plates weren't registered. 3 Months we've been driving this vehicle and its been not registered. Called Montrose to see why and found out that they NEVER HAD THE TITLE WHEN THEY SOLD THE VEHICLE. They only received it 9/08/2014 from the previous owner, and have to send it into the state. I made the 2 HOUR drive up just to be told by the owner he "isn't allowed to sell a vehicle in the state of pa without a title and has to not list or sell it til he receives it". But in his words "why should I lose a sell?" So I was offered $300 to rectify the situation. That's about 1% of the check I wrote for the truck. So your in the wrong and I'm stuck running a truck with dealer plates til this gets fixed. But hey , they topped off my gas for the 106 mile run up!!!! They are a GM, BUICK and Nissan dealer. They know better to not sell a vehicle that the previous owner STILL had the title for. Not disclosing it to us was WRONG.Desired Settlement: [redacted]. offered me a whooping $300 when they get the corrected title, he is to send me the check. I asked for $1000 but he said the board of directors wouldn't approve that. Maybe had they known how shady he was they would approve it. We spent $27,530 on the truck. They should make it right.

Business

Response:

We are working on the problem and we have provided a dealer plate to the customer. we paid for her gas to pick up the plate and offered her 300.00 for good will.

Consumer

Response:

Review: I went to this dealership on 7/11/15 to purchase a 2015 Nissan Rogue. I test drove a silver Rogue and decided to purchase a Rogue. However, I wanted a gun metallic Rogue instead of the silver Rogue. The salesman told me he had the same Rogue in the gun metallic therefore I did not test drive the gun metallic Rogue. When I went to pick up the vehicle, it was not identical to the one I test drove. It did not have complete leather seats. It did not have the garage door opener on the rearview mirror, and it did not have the tow hitch equipment or the cover for the trunk area. The car also did not have an inspection sticker on it when I picked it up. The sales staff is telling their management that I changed my mind on the color on the day I picked it up. WHICH I DID NOT!!!! I then had to drive the car back to the dealership two days later to get the inspection sticker on it. This dealership is an hour away from my house. The salesman said I could stop by at any time to get it on, however, their service department said I had 10 days to get it done when I called them for an appointment to do it. I traded in a 2012 [redacted] with only 15,000 miles on it and in excellent condition. It never saw a winter. So I had a trade-in and $13,000 in cash for this entire deal. However, I feel I was taken advantage of in pricing out a vehicle that did not have all the features I believed I was going to get.Desired Settlement: I would either like the vehicle I thought I was purchasing with all the features included or a refund for the price difference for the features I did not get. I tried to contact Nissan Consumer Affairs, however, they said they could not do anything for my situation because the dealerships are privately owned. I feel this dealership took advantage of a single woman who wanted to buy a vehicle, and I will never buy another vehicle from this dealership nor recommend this dealership to anyone.

Business

Response:

From: Joe S[redacted] <[redacted]Date: Mon, Aug 10, 2015 at 4:07 PMSubject: FW: Scan from Montrose Auto GroupTo: [redacted]Re; [redacted] ; Hi [redacted] Ms. [redacted] test drove stock # 715397 and liked the car but not the color she was told we had the same car in the color she liked . stock # 715504 she came back and test drove that car and went through with the purchase . the two cars are identical except for the color . we do not do inspections until the vehicles are sold because not every county require one . We did not take advantage of her .JOSEPH [redacted]Vice PresidentMAG Management CompanyOff ###-###-####Cell ###-###-####Fax ###-###-####[redacted]Making Friends One Car At A Time

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The car is NOT identical to the one I test drove. If it was why does this car not have what I stated in my complaint: FULL LEATHER SEATS, TOWING EQUIPMENT, REMOTE CONTROL ON REARVIEW MIRROR FOR GARAGE DOOR AND PULL OUT COVER FOR ITEMS IN THE TRUNK. If you look at the car I test drove and the car I received you would see these features are NOT in this car. I also had my 15-year old nephew with me that saw these items in the car I test drove, and they are NOT in the car I received.

Regards,

Business

Response:

The vehicle she test drove is still there and I had it checked and she is still incorrect. She did drive the one she purchased and did not notice it then , It is way too late to change vehicles now after the car is titled and sales tax paid. we will add any accessory she wants at our cost if she wishes .

Review: I purchased a used Chevy Avalanche that was the service managers vehicle. I have had many problems with the vehicle. The following items have been repaired in the 5 months I have owned it. Front wheel bearing assembly, fuel pump, power window motor and fuel purge valve. Now that it has gotten cold the engine raps loudly when started and was told it was excessive piston slap. I purchased the vehicle without warranty believing and convinced it was a good truck. I sold the truck because I believe it is in poor shape and they new it. I am not disputing the vehicle itself. I was talked into purchasing a ( gap ) warranty by the finance manger Cindy. Now that I have sold the truck Montrose informed me that I cant get refund on warranty, they no longer sell that warranty and Cindy no longer works there. I just want a refund on a warranty I probably should of never been sold. I have also not had very good luck having my phone calls returned. I met the owner [redacted] when I purchased truck and he was great but now his employees are of no help and could care less.Desired Settlement: Refund my gap warranty coverage

Business

Response:

The customer purchased a vehicle with 112,000 miles on it , The vehicle had not been serviced yet but since they worked at another dealership they wanted to do the PA. inspection and repairs there. We agreed and the got the inspection and repairs done there . We reimbursed them $ 796.75 for the work as agreed on the WE OWE SLIP. They did not by a warranty of ant kind but a GAP policy that covers the short fall should the vehicle be totaled or stolen.

They can have a refund on that when they return the policy and the refund will go to the lender .

I recently dropped off my 2013 Cadillac ATS for Service at Montrose Hermitage, nothing too complicated, a few minor issues and a few open recalls. I thought a day or too and they should be able to take care of it, and I’d be on my well, we’ll not so much. They had my vehicle for 9 days! Not only that, they put over 160 miles on my car! I just happened to be monitoring the location of the vehicle in the OnStar app, where I noticed it was being driven back to [redacted] overnight! Yes, they were driving it from Hermitage to [redacted]. When I confronted the adviser about this, he advised me that this was the tech “test driving” it to confirm the issues I identified. He also advised me that this is normal procedure for them. I did not drop off my vehicle to be someone’s personal car for the week. This is a really nice perk for the tech’s, get to drive home whatever customers car you happen to like that in the shop at the time.

So after I got myself calmed down, I thought, well as long as they fix the issues I can deal with it. But no, they weren’t competent enough to do that.

Issue #1 Ratting noise from engine, particularly when first started. I was told they could hear the sound, but couldn’t identify it (driving 160 miles I’m sure they heard it plenty). They told me that they hooked it up to the computer, and couldn’t find any issues. We’ll it seems they didn’t actually bother to look, because when I brought it home, put it up on same jack stands, it took my 2 minutes to find a loose heat shield where one of the clamps had come loose. Two new clamps and 10 minutes later I had this problem fixed.

Issue #2 Lock switch on driver’s door locks, then all doors instantly unlock. I was told this was “behaving as intended”, and that they switched a setting, but no it still does the exact same thing.

Issue #3 Rattle from rear drivers side when going over bumps. They told me they could not verify, we’ll I heard it every day, so I’m not sure how they couldn’t hear this in 160 miles. A few minutes of internet research and I found that this is a common problem that is caused by rubbing tension rods in the trunk. So I told the trunk lining off, saw that the tension rod insulation had rubbed through, replaced it and now that is fixed.

Issue #4 Rattling/Squeaking steering wheel. I was told they heard it, but could not verify it. There is an open GM TSB on this, did anybody check the TSB listing?

Issue #5 Select button on steering wheel barely works. Was told that while the button did seem difficult to operate, there was nothing they could do because it did function, again the “hooked it up to the computer” and couldn’t find anything. I just noticed this isn’t even listed on the invoice, so I wonder if they even looked at it, or the advisor just told me they did.

So that’s right, of the five problems I brought to them they couldn’t fix one, in the 9 days they had it, and I fixed the major two of them within an hour in my own driveway. I am just a driveway tinkerer, no formal automotive training. Maybe the techs need to do something besides “hook it up to the computer”, I’d offer to come show your techs how to find these problems without a computer if I had the desire to ever step foot in that place again.

They supposedly “fixed” 4 recalls, so I got that out of the ordeal, I specifically asked for one TSB to be done in conjunction with one of the recalls, which I don’t believe was done, at least it wasn’t documented as being done.

Clearly I will not be bring my vehicle to Montrose again, I will posting this on [redacted] reviews, sending it Cadillac corporate, and a few other places online. This is absolutely deplorable service for what is supposed to be a premium brand, and a premium service.

Review: In 2009 we purchased a new Pontiac G6 from Montrose. At the time we bought and extended service contract which we paid over $1200 for and a Montrose Platinum Card. With the card the sales pitch was that as long as you owned the car they would replace the tires for life. The car is driven very little and now after4 years and only 22,000 miles the tires are due to be replaced. During those 4 years I had the tires rotated every time I had my car inspected at my local mechanics place. The tires are not worn unevenly or chopped up, They we well taken care of. When we had the car inspected the General Manager informed me that according to the contract we violated it by not having the wheel alignments done there. I immediately pulled out all the original paper work from when we bought the car (which had never been opened since we bought the car) and there was no documentation in there concerning the Platinum Card. The only was I knew that I had bought if was the $499 listed on the sales contract.I then contacted General Motors about this matter and the Dealership refused to show General Motors and documentation about the terms of the card or any documentation containing my signature about the card. All they told General Motors was that I violated it because I did not get my tires rotated at Montrose, which was opposite of the reason they told me. I do have that conversation in an email from General Motors.I fell this is a classic display of take the money and run. At the time we thought it was too good to be true. The salesman assured us it was not..It was too good to be true. Also I have found out that they still sell thatPlatinum Card but no longer offer the tires for life.Desired Settlement: I want the tires replaced on the call as promise when I bought the car or a refund of the money.

Business

Response:

attached is a copy of the Rewards Card agreement, for the one time charge of $ 499.00 we will replace the tires as long as we do ALL the maintence with us. A set of 4 tires go for 900.00 to 1300.00 depending on the car. If they want the Reward we need to get the work as far as the cost all the work is discounted to our rewards customers. That is our way to keep customers coming back to us . we have stopped including the tires in the Rewards Card because the cost of tires keep rising . We honor are agreements to all customers that follow the rules.

Vice President

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

All the original paperwork that we received when we purchased the car was still in the glove box of the car unopened. The attached document was not in there. I never received a copy of that agreement. When you purchase a vehicle paper after paper is placed in front of you to sign. That paper was never given to us. It is a shame what a Company will do to keep from honoring an agreement. Maybe this is the reason they no longer offer that.

Regards,

Review: We bought a 2006 [redacted] from Montrose Auto Group in Hermitage, Pa one year ago. When we bought the vehicle the Sales person [redacted] and Service Manager [redacted] said it had brand new tires just put on it. We took the vehicle back to get the yearly state inspection and was told by the Service Department that our tires need replacing soon. We have driven the vehicle 7,000 miles since we have bought it. When I called [redacted] at the Dealer and told him what the Service Department said about the tires he said they were brand new tires and that the service department made a mistake and would get back to me. When [redacted] got back to me after talking to the Service Department and [redacted] the Service Manager his story changed and said there was nothing he can do for me. I was surprised with his answer and said you are telling me that you are willing to lose a customer because you and [redacted] lied to us about the tires, and he said yes.Desired Settlement: I would expect the tires to be replaced.

Business

Response:

Attached is a copy of the service order for the used vehicle inspection

performed prior to the sale. It clearly shows that new tires were not put

on. It also shows that we completely serviced the vehicle , At the time

of the sale there was an average of 6/32th of tread life that is over 1/2

life of left. I do not know where the confusion is but there would be no

reason for a service manager to guess what was done on a vehicle as it is

readily available to see what was actually done. The same for the sales

department has access to the repair orders. All the people who were

involved in the sale and service are still with us and none had any reason

to misrepresent the tires . We have never had a Service Manager there . The

customer told [redacted] that " if he were a little younger he would come down

and kick his [redacted] "

Vice President

MAG Management Company

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When we bought the car we had recently moved to PA and did not know about state inspections and the process involved. When we purchased the vehicle we did not receive any paperwork stating condition of the tires, we were told that they were new. In my previous response I stated that we took the car in for the yearly state inspection and was told that the tires need replacing. When I called [redacted] the salesperson and told him what the service department said about the tires his response was that they were new tires and the service department must have made a mistake and would check into and get back to me. His story and attitude changed after talking to the service department. In the last response from Montrose they stated that anybody could have pulled up records showing the condition of what was done to the vehicle in the past. My first question is, Why they did not pull up the history of the car and prove to me at that the tires were in fact not new when I purchased the vehicle. My second question is, Why did the salesperson state that the service department must have made a mistake when they looked at the tires because he stated at that time again that they were new tires when we purchased the car. Obviously this dealership needs to improve their communication/training (standard operating procedures) with the public when questions arise about condition/replacement of vehicles they are selling not just stating false facts hoping never to hear from the customer again. We are very disappointed with the way they misrepresented the status of the vehicle when sold and follow up communication since then.

Regards,

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Description: AUTO DEALERS - NEW CARS, AUTO DEALERS - USED CARS, TIRE DEALERS, ALTERNATORS & GENERATORS-AUTO REPAIR, AUTO BODY REPAIR & PAINTING, AUTO DIAGNOSTIC SERVICE, AUTO ELECTRIC SERVICE, AUTO INSPECTION STATIONS, AUTO REPAIR & SERVICE, BRAKE SERVICE, AUTO OIL CHANGE & LUBRICATION SERVICE, MUFFLERS & EXHAUST SYSTEMS, RADIATORS - AUTO, TRANSMISSIONS - AUTO, AUTO REPAIR - WINDSHIELD, GLASS SHOPS

Address: 1127 W. Main St., Kent, Ohio, United States, 44240

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