Rick Hendrick Chevrolet Buick GMC

Revdex.com:
I have reviewed the offer and/or 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.
The only reason that I identified myself as a federal employee was because it came up in the conversation when I purchased the vehicle. The fact that the manager at Rick Hendrick Chevrolet Richmond would accuse me of trying to coerce him to do something illegal is absurd. The fact is that I purchased a $[redacted] vehicle from them and the GAP coverage was completely misrepresented at the time of he sale; I was told I was entitled to a "refund" (implying the [redacted] I used to purchase it could be "refunded") if I decided later I did not want it. This was careless, inaccurate, and deceptive on the part of the dealership and the finance officer (who is no longer employed at the dealership as a finance officer, by the way). While the money was sent to the lender, that doesn't help me for 6 years because I still have to make the normal car payment and pay the credit card bill. The dealership is using the fact that I'm a federal employee as justification for doing nothing to make up for their deception and poor customer service. It's cowardly. You would think for $[redacted] you would get honest, customer-centric service. What a shame!Speaking directly to the manger's accusation of coercion and bribery, in order for there to be coercion I would have to have leverage over the dealership or the manger to get something I would otherwise not normally receive.  If I had that, why would I file a complaint with the Revdex.com?  For there to be bribery, I would have to promise the dealership or the manger something from my position as a federal employee in return for something they would give me (a quid pro quo). Given I have paid for a car and have promised them nothing but the payment for the actual product, it can't be bribery.  Again, you have individuals who try to be "smart" by throwing out legal terms and making legal judgments.  Pathetic they use this to cover their shameful deception.Since the manger wanted to throw some legal terms out there, how about this?  The manager's comments are defamatory and libelous by explicting stating I was attempting to coerce him to commit a crime -- and he was stupid enough to put it in writing.
Regards,
[redacted]

Thank you for bringing this to our attention and I'm sorry that this happened. [redacted] was recently purchased by [redacted] on October 1, 2014. Since the original problem occurred on June 30, 2014 and complaints were made on 7/1 - 7/3/2014 while this dealership operated...

as [redacted], I had not received notification that this customer wished to be removed from Hendrick's marketing communcations. However, since receiving this Revdex.com request I have immediately removed the customer's name and address from our database and they will not receive any furthur communcation from us regarding their vehicle. Please allow 30 days for this process to complete. Thank you.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at:[email protected].
Regards,
[redacted]

When I went into the dealership, I explained to the salesman that I was only interested in working with GM Financial. I explained to him that I was leasing my current car and I wanted to see what deal they would give me for a 2015 fully loaded [redacted]. I told the salesman what I would be willing to pay. His quote came in higher but I said okay I could work with that. I also told him that I did not want to spend a lot of time as I had just gotten off work. We test drove and he took info from me since I liked the car. I sat in that small room for two hours. I finally got up to leave, and the salesman and financial person came out and said the monthly amount would be double what we talked about. That ended that deal.
A month later, I pulled my credit report and discovered my credit was pulled over 12 times by Rick Hendricks and I was floored. At the same time, I noticed that my credit score had gone up because of a positive. GM was running a 72 month, zero finance incentive with money back on the 2015 [redacted]. Since I'm very interested in getting a [redacted], I again contacted Rick Chevrolet. I told them that my credit was pulled numerous times a month earlier and I only wanted GM financial to pull my credit as that's the only financing I wanted. The salesman assured me that only GM Financial will request my credit score. I test drove the [redacted] and loved it. The salesman had me sign preliminary paperwork and came back with an assessment offer for my car and had worked out a deal that I could work with. He agreed that I could sign all the paperwork and he could finish the other documents the next day. He asked what time I could arrive, I told him 5:30. He and the financial person said they will have the car cleaned and a full tank of gas and that I would be quite pleased with the deal. I asked the salesman to call me if he had ANY ISSUES - and I stressed the word ANY. He assured me that he would. 
The next day I was tired but excited and as promised, I arrived to the dealership only to be offered two different cars, neither of which I'm interested in. I called to complain before contacting Revdex.com. The manager has not had the decency to call me back. AND, my credit was pulled THREE times even though I was assured it would only be pulled once.

The maintenance schedule for the [redacted] lists the air filter to be replaced at 45,000 miles and the brake fluid at 150,000 miles. The figures shown in the original complaint were kilometers, instead of miles. Valvoline recommends to have the brake fluid changed between 36,000 and...

50,000 miles to be covered at Level 2, which is $2,000 of brake component coverage if the fluid is changed in between those mileages per their warranty. Our Service Manager spoke to the technician and was assured that he did, in fact, check the air filter and that it was dirty. The original complaint also states that the customer did not reach out to our dealership for an explanation. Our Service Manager would be more than happy to explain any maintenance schedule that we recommend to the customer. His direct line is [redacted]. Thank you.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

While we are truly sorry that [redacted] did not have a good experience with our sales process, we appreciate her bringing this to our attention.  We have reviewed the events of her visits to the dealership as well as her communications with the two salespersons that were involved with...

assisting her and have addressed these with the appropriate customer service staff as well as the management team.  It appears that while they made a concerted effort to find the perfect vehicle for Ms. [redacted], upon neither visit were they able to consummate an acceptable vehicle deal.  Unfortunately, the dealership is somewhat at the mercy of the lenders with regards to the time frame with which their loan approvals are finalized as well as the stipulations they request prior to their final approval.  We sincerely apologize for the delays she experienced.  Also, the lenders that her credit application was sent to when she was interested in purchasing the [redacted] were only those three that honored the 0% 72 offer.  Unfortunately, we do not have the ability to remove any inquiries from her credit report.It is our intention to provide an outstanding purchase experience to our customers.  We sincerely apologize that we were not able to provide that experience for Ms. [redacted].

Thank you for bringing this to our attention and I'm sorry that this happened. [redacted] was recently purchased by [redacted] on October 1, 2014. Since the original problem occurred on June 30, 2014 and complaints were made on 7/1 - 7/3/2014 while this dealership operated as...

[redacted], I had not received notification that this customer wished to be removed from Hendrick's marketing communcations. However, since receiving this Revdex.com request I have immediately removed the customer's name and address from our database and they will not receive any furthur communcation from us regarding their vehicle. Please allow 30 days for this process to complete. Thank you.

When I went into the dealership, I explained to the salesman that I was only interested in working with GM Financial. I explained to him that I was leasing my current car and I wanted to see what deal they would give me for a 2015 fully loaded [redacted]. I told the salesman what I would be willing to pay. His quote came in higher but I said okay I could work with that. I also told him that I did not want to spend a lot of time as I had just gotten off work. We test drove and he took info from me since I liked the car. I sat in that small room for two hours. I finally got up to leave, and the salesman and financial person came out and said the monthly amount would be double what we talked about. That ended that deal.A month later, I pulled my credit report and discovered my credit was pulled over 12 times by Rick Hendricks and I was floored. At the same time, I noticed that my credit score had gone up because of a positive. GM was running a 72 month, zero finance incentive with money back on the 2015 [redacted]. Since I'm very interested in getting a [redacted], I again contacted Rick Chevrolet. I told them that my credit was pulled numerous times a month earlier and I only wanted GM financial to pull my credit as that's the only financing I wanted. The salesman assured me that only GM Financial will request my credit score. I test drove the [redacted] and loved it. The salesman had me sign preliminary paperwork and came back with an assessment offer for my car and had worked out a deal that I could work with. He agreed that I could sign all the paperwork and he could finish the other documents the next day. He asked what time I could arrive, I told him 5:30. He and the financial person said they will have the car cleaned and a full tank of gas and that I would be quite pleased with the deal. I asked the salesman to call me if he had ANY ISSUES - and I stressed the word ANY. He assured me that he would. The next day I was tired but excited and as promised, I arrived to the dealership only to be offered two different cars, neither of which I'm interested in. I called to complain before contacting Revdex.com. The manager has not had the decency to call me back. AND, my credit was pulled THREE times even though I was assured it would only be pulled once.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Good Afternoon- Please see our attached response to our case with [redacted]. Please do not hesitate to reach out to us should you need anything further. Kindest Regards, [redacted]...

[redacted]

Contract cancellations take 6-8 weeks to process. I apologize if that was not communicated during the original visit. We have a centralized accounting office in Charlotte, NC that handles these requests. In [redacted]'s case, the check was mailed to the lein holder on 6/9/2016 via USPS and...

was processed by the lein holder on 6/20/2016. I have attached a copy of the check for your records. Thank you!

Janet visited our dealership  on July 25, 2016 to have her 2013 [redacted] serviced.  At some point she met client advisor, Dallas, and their conversation became a shopping experience.  After looking over several vehicles, she selected a [redacted] and we began...

the process of working a deal to trade her [redacted].  She was over on her miles and as a result had a negative balance to carry over to the new vehicle.  She completed a credit application which stated that she was currently employed with Mesa Airlines.  Business Manager, Matt, presented her with payment options for the new [redacted] and she did want to take a little time to think on the proposal.  After talking with Dallas, she agreed to continue with the purchase.  The approval from the bank included a stipulation to verify all of the income she had stated on her credit application.  She did not have all the required income information so the purchase could not be finalized at that time.  We put a Dealer Tag on the new [redacted] on the promise that she would return with the required information.   On July 27, 2016 she returned with the bank required information which included her most recent pay check stubs.  While she was here, Matt faxed the documents to the bank and received an approval based on the information presented and we completed the sale.  This was two days after the purchase process had begun, plenty of time for Ms. [redacted] to decline to purchase.  When the bank attempted to verify her employment, they found she was not employed with her stated employer.   It appears that Ms. [redacted] signed documents stating that she was employed and then brought pay check stubs for verification when in fact she was no longer employed.  As a result the bank returned the contract and being out of options to arrange financing, we required her to return the car.  We had already paid her lease contract with [redacted] and as a result have had to absorb her negative trade balance of $2,605.72.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Good morning. Thank you for sharing your experience with us. I apologize that the Passtime product was not thoroughly explained at the time of purchase. This is the first time our management team was made aware of this issue. As a result, we will issue the customer a $[redacted] credit to our Parts...

Department. Thank you!

Revdex.com:
I had reached out to GM corporate to...

resolve the issue also.  The GM help center worked with the  myself and the dealer to resolve the issue.  This should never have needed to happen.  With almost 500,000 vehicles affected by this recall alone  the dealer should know how to handle the issue and should not be trying to profit off of a known and accepted VHDA safety defect.  This defect left my vehicle unsafe to drive for a week while I waited for a resolution.  I hope that my issue remains public so that consumers are not taken advantage of.
Regards,
[redacted]

Review: I went to the dealership on 4/26/16 and cancelled my extended warranty contracts with [redacted], a finance manager. The lien holder has not received any payments as of 6/20/16. I have left 3 voice mail messages regarding my refund and no one will return my call. When I questioned the contracts at the time of purchase I was told that once I agreed to the contracts I couldn't cancel them. I found out otherwise a few months later.Desired Settlement: I would like the lien holder to receive the refund I was promised.

Business

Response:

Contract cancellations take 6-8 weeks to process. I apologize if that was not communicated during the original visit. We have a centralized accounting office in Charlotte, NC that handles these requests. In [redacted]'s case, the check was mailed to the lein holder on 6/9/2016 via USPS and was processed by the lein holder on 6/20/2016. I have attached a copy of the check for your records. Thank you!

Review: On July 25. I went in for an oil change and annual inspection. While I was waiting for service to complete, sales person approached me. My current car was leased and lease wasn't up until November 2016. Dallas told me that I was over miles and it was costing me money to keep my leased vehicle. He told me they were going to pick up my service bill and that they were going to get me into a new car. He promised he was giving me their best price and I was getting a great deal. I tried to leave several times indicating I wanted to think about it and the finance guy Matt and sales person Dallas both badgered and bullied me. I told them I was in between jobs and wanted to wait a couple weeks. They told me it would be fine. They agreed to take my leased car in exhange for a 2016 [redacted]. They told me financing was approved and everything was fine with my financing. However, two weeks later they called to tell me financing wasn't approved . I didn't have new employment info because as I told them from the beginning .. I was in-between jobs. They told me to bring the new [redacted] back because financing not approved. Ok. However .. They had already sold my leased vehicle!!!! They did not apologize and told me it was my fault. They sold my car and now I have nothing to drive. They did not have any options avail to me. My lease wasn't up until the end of November and I only agreed to turn it into them early based on the fact that I was getting the new car. This is not resolved. I am a single mom, looking for work.. And now I do not have a vehicle to drive. This is very traumatic and Rick Hendricks lied to me. Stole my leased vehicle and offered no options to resolve my situation.Desired Settlement: Rick Hendricks should be required to provide a vehicle to me to drive until I secure new employment. They have caused me additional financial burden because now I am renting a car for $240/week when my lease payment was only $398/month. I want a rental car at Rick Hendricks expense and I do not want to be required to purchase my next vehicle from them.

Business

Response:

Janet visited our dealership on July 25, 2016 to have her 2013 [redacted] serviced. At some point she met client advisor, Dallas, and their conversation became a shopping experience. After looking over several vehicles, she selected a [redacted] and we began the process of working a deal to trade her [redacted]. She was over on her miles and as a result had a negative balance to carry over to the new vehicle. She completed a credit application which stated that she was currently employed with Mesa Airlines. Business Manager, Matt, presented her with payment options for the new [redacted] and she did want to take a little time to think on the proposal. After talking with Dallas, she agreed to continue with the purchase. The approval from the bank included a stipulation to verify all of the income she had stated on her credit application. She did not have all the required income information so the purchase could not be finalized at that time. We put a Dealer Tag on the new [redacted] on the promise that she would return with the required information. On July 27, 2016 she returned with the bank required information which included her most recent pay check stubs. While she was here, Matt faxed the documents to the bank and received an approval based on the information presented and we completed the sale. This was two days after the purchase process had begun, plenty of time for Ms. [redacted] to decline to purchase. When the bank attempted to verify her employment, they found she was not employed with her stated employer. It appears that Ms. [redacted] signed documents stating that she was employed and then brought pay check stubs for verification when in fact she was no longer employed. As a result the bank returned the contract and being out of options to arrange financing, we required her to return the car. We had already paid her lease contract with [redacted] and as a result have had to absorb her negative trade balance of $2,605.72.

Consumer

Response:

I have reviewed the offer and/or 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.

Both Matt and Dallas were aware that I was no longer employed. I had stated to them several times during the buying process that I was in-between jobs and that I was actively interviewing for a new job. I told them several times that I wanted to hold off on making a purchase decision until I knew what my new employment information was going to be. They advised me that they could use my Mesa pay stub information (last paycheck on July 16), on the bank application and "not to worry" When I came in to finalize the paperwork on July 27, they told me that the bank loan was approved and final and that I was worried for no reason. If the loan was not final, then Rick Hendricks did not have my permission to buyoff my leased vehicle. The agreement that I made with them was to trade in my leased vehicle for a new vehicle. As it turns out, they took my vehicle from me, they did not get my loan approved, and offered no resolution for me. I am a single mom with three kids, looking for work and I am now renting a vehicle at more than double the expense that I was paying on my lease payment. They did not do me a favor; instead they significantly increased my financial burden. They took advantage of me as a single mom. I told them several times that I thought I should wait until I had new employment and Dallas told me to trust him because he was getting me a great deal and everything was going to work out fine if I just trusted him. It's not fine.

Regards,

[redacted]t [redacted]

Review: [redacted] 42,163 miles, operated in a generally clean environment, mostly highway, garaged and kept clean and in top operating condition. Took in for state inspection on Jul 11 2016, and Hendrick did a "Rick Hendrick Wold Class Inspection" in addition to state inspection. Hendrick's Multi-Point Inspection results returned two failed tasks: "Found air filter excessively dirty", recommended filter replacement at $52.94; "Found brake fluid excessively dirty/contaminated", recommended perform brake system fluid exchange at $149.95. I said "No, thanks", took the vehicle home, and examined the items in question.

The air filter had apparently not been touched (housing exterior was still dusty, no indication of wrench marks on screws, slight air filter "stiction" in seat when I removed the cover and pulled the filter out, as they tend to get when not disturbed for some time), and the filter itself was generally very clean, about as clean as my considerable experience says it would be after 40K miles in this environment. Vehicle maintenance schedule recommends replacement in 72,000 miles for both normal and severe service.

The brake system fluid looked like it did the day the vehicle was delivered--clean, clear, with a yellow tint. There was zero indication of dirt or contamination. Vehicle maintenance schedule recommends fluid replacement at 240,000 miles. Yes, that is two hundred forty thousand miles.Desired Settlement: Explanation: This type of service inspection response completely destroys my faith in this business and any inclination they might have to provide honest service to their customers. Even though this dealership is conveniently located for me and is the dealership where I purchased my last three vehicles (under the previous owner [redacted]), I will not be taking my vehicles back there for service, nor will I be purchasing vehicles from that dealership in the future. My desired resolution consists of the Revdex.com putting pressure on Rich Hendrick Chevrolet to provide an honest service experience, and a response from the dealership (I did not contact them before lodging this complaint).

Business

Response:

The maintenance schedule for the [redacted] lists the air filter to be replaced at 45,000 miles and the brake fluid at 150,000 miles. The figures shown in the original complaint were kilometers, instead of miles. Valvoline recommends to have the brake fluid changed between 36,000 and 50,000 miles to be covered at Level 2, which is $2,000 of brake component coverage if the fluid is changed in between those mileages per their warranty. Our Service Manager spoke to the technician and was assured that he did, in fact, check the air filter and that it was dirty. The original complaint also states that the customer did not reach out to our dealership for an explanation. Our Service Manager would be more than happy to explain any maintenance schedule that we recommend to the customer. His direct line is [redacted]. Thank you.

Consumer

Response:

I have reviewed the offer and/or 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.

Brake fluid change: The Owner Manual, page 11-7, states that the brake fluid should be replaced every 240,000 km (yes, kilometers—my mistake). But this is a long way from 42K miles, and, as I stated in my complaint, the fluid was clean, clear, and a light yellow, just as it was when the vehicle was delivered new. The statement in Rick Hendrick’s reply about Valvoline recommending that the brake fluid be changed between 36K and 50K miles makes no sense. Not changing the brake fluid for 150,000 km affects warranty in no way, and that includes the GM Protection Plan Major Guard (extended warranty), which states only that I must “properly maintain the covered VEHICLE as recommended by the VEHICLE manufacturer”. I see no mention of Valvoline anywhere in that extended warranty, and the manufacturer’s recommendations for maintenance are defined in the Owner Manual. Again, the statement “Found brake fluid excessively dirty/contaminated” was Rick Hendrick’s basis for urging that it be changed, not any warranty implications, and, as I stated earlier, that statement was completely false. Air filter: Again, I stand by my statement that the air cleaner cover was not removed, so the filter was not inspected. And, again, the filter is not and was not dirty. But there is more. On 16 July my wife and I embarked on a road trip, and the night before I inspected the vehicle for this trip. The vehicle had been driven 191 miles on local trips since the inspection of 11 July and no rain was registered in the area between the inspection date and when we started the trip. I found the windshield wiper fluid was almost a quart low. The several pages of the “Complimentary Multi-Point Inspection” included with the inspection paper stated: “Found washer fluid level low: Filled to proper level”. That was obviously not done. This same paper had the item “Check engine oil level and condition” checked off. The engine oil was slightly over a quart low, so I had to add over a quart before the trip. Yes, I did not “reach out” to the dealership for an explanation. That is because after about fifty-five years dealing with auto service firms, I have learned that all I will get when I complain to them directly is more of the same run-around, and I’m not willing to subject myself to that. I will simply go somewhere for auto service and for future purchases. As for actionable items, there is but one. I simply want to get the word out that Rick Hendrick Chevrolet is providing less than honest vehicle service, and I believe the Revdex.com provides one of the better ways to do so.

Regards,

Review: I currently have a leased car with GM and went into this deslership to purchase a new [redacted]. Upon test driving, I advised that I wanted to purchase car. I sat in the dealership fro 2 hours after they ran my credit. I asked them to run credit only for GM financial. They assured me that they would only run fro GM Fin. Upon checking my credit they tried 12 different lenders. After 2 hours I got up to leave and two people came running out to give me a quote. Two months later I went back to try and purchase a 2015 [redacted] with their advertised 0% 72 months. They again ran my credit and proceeded to have me sign papers. Given the lateness I had to leave. I asked the salesman to call me if there were any problems whatsoever, he assured me that he would. I was assured that I would be very happy with the deal. Having not heard from the salesman, I cleaned my car and arrived at the dealership only to be offered one of two cars neither of which was the Camero that I signed preliminary papers for. I was told once I arrived that I did not qualify for the [redacted]. Their sales tactics are fraudulent and I therefore wish to register this complaint.Desired Settlement: I would also like those hard inquiries removed from my credit report. There should have only been two inquiries. They also need to explain how zero financing would have resulted 7,000 in finance charges. A sincere promise of better customer service and customer care would be appropriate.

Business

Response:

While we are truly sorry that [redacted] did not have a good experience with our sales process, we appreciate her bringing this to our attention. We have reviewed the events of her visits to the dealership as well as her communications with the two salespersons that were involved with assisting her and have addressed these with the appropriate customer service staff as well as the management team. It appears that while they made a concerted effort to find the perfect vehicle for Ms. [redacted], upon neither visit were they able to consummate an acceptable vehicle deal. Unfortunately, the dealership is somewhat at the mercy of the lenders with regards to the time frame with which their loan approvals are finalized as well as the stipulations they request prior to their final approval. We sincerely apologize for the delays she experienced. Also, the lenders that her credit application was sent to when she was interested in purchasing the [redacted] were only those three that honored the 0% 72 offer. Unfortunately, we do not have the ability to remove any inquiries from her credit report.It is our intention to provide an outstanding purchase experience to our customers. We sincerely apologize that we were not able to provide that experience for Ms. [redacted].

Consumer

Response:

When I went into the dealership, I explained to the salesman that I was only interested in working with GM Financial. I explained to him that I was leasing my current car and I wanted to see what deal they would give me for a 2015 fully loaded [redacted]. I told the salesman what I would be willing to pay. His quote came in higher but I said okay I could work with that. I also told him that I did not want to spend a lot of time as I had just gotten off work. We test drove and he took info from me since I liked the car. I sat in that small room for two hours. I finally got up to leave, and the salesman and financial person came out and said the monthly amount would be double what we talked about. That ended that deal.