Robert Chevrolet, Inc.

Review: Signed a vehicle lease agreement with Robert Chevrolet dated 08/**/15. After further review, discovered a math error in the agreement that resulted in the $1,500.00 net trade in allowance not being included in the capital cost reduction. Sent emails to Robert Chevrolet employees Marc G[redacted] (Finance) on 09/**/15 and Bob P[redacted] (Sales) on 09/**/15 informing them of the issue and asking them to review the agreement and address my concerns. Did not receive a reply from either of them. On 09/**/15 and 09/**/15 I sent emails to Scott B[redacted] (President) of Robert Chevrolet informing him of the issue and he has not responded.Desired Settlement: I would like the math error in the lease agreement to be corrected and my monthly payments adjusted accordingly or have the $1,500.00 refunded to me in cash.

Consumer

Response:

I was contacted by John B[redacted] (Sales Manager at Robert Chevrolet) by telephone on 09/**/15 in reference to complaint ID [redacted], and the matter has been resolved.

Sincerely,

Review: I leased a vehicle from this dealer on July *, 2013. I was charged a fee of $75.00 for the dealer to transfer my plates and obtain the registration. On or about July **-**, I contacted the dealer because NYS DMV advised there was no record of a registration for the vehicle. I contacted the dealership and spoke with the salesman, [redacted], who stated that the registration was "kicked back" from DMV because the plate number was typed incorrectly on the form. He assured me that the error would be corrected and re-submitted the following business day. As of August *th, I had not received the registration. My temporary registration was due to expire on August **th. I contacted the dealer and spoke with a woman named [redacted], who stated that she processed the paperwork the previous Friday (8/*/13), OVER TWO WEEKS AFTER MR. [redacted] ASSURED ME THE MATTER WOULD BE TAKEN CARE OF. [redacted] the stated that my registration papers "were probably at DMV". Apparently, the dealership feels it is unnecessary to keep track of the paperwork it sends from its office. [redacted] advised me to contact her on Friday, August *th. I called on August *th and was told that [redacted] was out. I was told that "a bunch of registrations" were mailed on August *th, and that I should receive mine in a day or two. I was advised to contact [redacted] on Monday, August **th, if I had not received the registration. Needless to say, I did not receive the registration by August **th, so I called Robert Chevrolet that afternoon, asking to speak with a manager. A man named [redacted] spoke with me and said he would have to check into the matter the next day, as the woman who handled registrations was gone for the day. I then contacted GM customer service and related this account of events to [redacted], who identified herself as a Tier 2 Customer Service Agent. She advised that she would check with the dealer and get back to me. On August **th, I received a message from [redacted] stating that there was no record of the registration and that they would have to put a trace on it through DMV. I also received a call from someone at the dealership named [redacted], who reiterated that a trace would have to be filed with DMV and that a new temporary registration would be sent via FedEx. Later on the morning of the **th, I received another message from Mr. [redacted] stating that they found my registration and that it would arrive via FedEx the next day. On the **th of August, I received a call from [redacted] at GM customer service. She reiterated Mr. [redacted]'s message and indicated that per [redacted], the dealer customer service representative, the person who was handling registrations had been fired the previous Friday because of numerous errors. She said Ms. [redacted] from Robert Chevrolet would be contacting me, but, not surprisingly, Ms. [redacted] never contacted me. I asked for a refund of the $75.00 fee for the aggravation and stress the dealer caused me due to the incompetence of the staff and was advised that no refund would be issued. The incompetence and lack of responsiveness by the staff at the dealership is appalling. I have never had such a stressful experience with a vehicle lease or purchase. I received the registration for my vehicle with but three days before the temporary was due to expire, however, I did not receive as much as an apology for the non-responsiveness and inconvenience they caused. The sales people make repeatedly reiterate to the customer that a "completely satisfied" rating be given on the customer satisfaction survey for the vehicle purchase. Customers should not respond to this survey until at least 60-90 days after lease or purchase, because the staff in this dealership is non-responsive to any problems that arise after the money is in their hands. I would also like to complain about the salesman, [redacted]. When I questioned him as to the ability to access my account online, his response was "Oh yes, of course". Upon receipt of my first lease invoice, I tried to set up an online account and was advised that this is not available on Chevrolet leases. If Mr. [redacted] doesn't know the answer to a question, he should simply say so instead of making misrepresentations to the customer. This is in addition to his false statement about when the incorrect paperwork that was prepared for my registration would be re-submitted the NYS DMV. If a salesman does not know the answer to a question, he should simply say so instead of making false statements and affirmations. I would not recommend anyone to this dealership. Their lack of customer service is appalling.Desired Settlement: The dealer should refund the $75.00 fee it charged for filing the registration because of the time and effort I had to expend, not to mention intervention by GM customer service, in order to obtain my registration.

Business

Response:

in response to ms. [redacted]'s complaint,robert Chevrolet had in fact executed her registration paperwork within the allotted time fame that the state of new York allows.that being said,ms. [redacted] is not entitled to any aggravation fee,I also personally apologized to her on behalf of our business,if there is anything further we could do,please let us know.it shall remain to be our goal to be held in the highest standards of the Revdex.com as we have been for many years.

sincerely,

Sales mgr

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

From the response, it is clear that Robert Chevrolet took little time to craft it. There is no capitalization or proper spacing. One would expect a manager to take the time to craft a grammatically correct response. This is but another example of the low quality of care Robert Chevrolet staff has for its customers. Further, Mr. [redacted] is incorrect in stating that he apologized. He did not. Her merely stated that my registration could be sent via FedEx. Further, his comment that "it shall remain to be our goal to be held in the highest standards of the Revdex.com as we have been for many years" is inaccurate. Robert Chevrolet does not place a value on customer service. The only reason the dealership managed to deliver my registration with three days to spare before my temporary registration expired was because I repeatedly called to ascertain its status and contacted GM customer service, whose staff intervened on my behalf.

At this point, nothing Robert Chevrolet staff could do would resolve this problem and as such, this complaint should remain active to make the public aware of Robert Chevrolet's poor customer service and the staff's lack of interest and concern for its customers. As I indicated in my complaint, I will not recommend Robert Chevrolet to anyone and hope that people will take notice of the poor quality of Robert Chevrolet's customer service. I am sorry I ever dealt with this dealership .

Review: 2003 gmc envoy was brought to robert chevorlet for a repair. car was brought in on monday 5/**/15 at 8 in the morning. At 4 oclock they call me tell me the problem is a hot water valve and will be 1000.00 part has to be ordered on tue 5/**/15 and will be deliverd on wednesday 5/**/15 calls me at 3 oclock on wednesday tells me to pick car up. Go to pay the bill and look at the breakdown and they charge me 93.40 for the part. 1068.40 in labor and 92.15 in tax for a total of 1160.55. THE LABOR CHARGE IS OUTRAGUS.Desired Settlement: They are saying that it took 7 hours to install at a rate of 130.00 per hour.. I took the car too two other places that had it apart and diagnost in an hour and a half. they could not get the part told me to go to the dealer to get the factory part. On wednesday I spoke to robert chevrolet at 11 in the morning and they where just starting to put it back together. I want to see where the 7 hours came from because the time frame is all off. I asked for a copy of all signed papers and that was refused. Asked where it says that the repairs are 130.00 per hour he said there was none.

Business

Response:

Robert Chevrolet has contacted the customer who is now completely satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Early Feb. 2014 I was in the market looking to return my leased 2011 Chevrolet Traverse LS for another vehicle and worked with [redacted] a Sales Associate from [redacted].

During our conversation, [redacted] asked questions about my current vehicle and also about what I was looking for and planning on spending. Questions he asked about the leased 2011 Chevrolet Traverse LS

1. Any damages - my response: No

2. Overage in miles - my response: Yes

[redacted] addressed that the vehicle will be taken back "As Is" and we than discussed other vehicle options and new costs for me and we made a deal on a new vehicle.

Prior to picking up my new vehicle, I went back to [redacted] and met with [redacted] whom completed the remaining of the paperwork. During that time [redacted] asked on the exact mileage of the vehicle which he documented and in turn I asked if I was getting charged on the excess mileage which he said no to but needed the information for Bank purposes.

March **, 2014 I received a letter from U.S.Bank as they were attempting to collect a debt in the amount of $3,152.65

March ** & **, I went to address the issue with [redacted] from [redacted] and he stated that as a salesperson "he is not responsible for inquiring on the extra mileage of the vehicle" as this is managed directly by U.S. Bank and stated that maybe this was a miscommunication during our conversation back in Feb. 2014.

I addressed the fact that he did ask if I was over in mileage and when I stated yes, he didn’t take in hand that payment may be owed for the excess mileage or how much additional costs I would be incurring as part of the return process. He stated that this wasn’t his part to do and I disagreed as an individual who has been car shopping, I’ve been asked if I have incurred excess mileage which they stated would need to be paid as part of the lease return process.Desired Settlement: March **, I have spoken to U.S. Bank and advised them that because of what I was told during the sale that I wouldn't be responsible for any additional costs I did not have the full $3,152.65 to pay off. They have agreed to place me on a payment plan for 8 months (normal is 4 months). I have made my first payment of $394.08 & payments are due each [redacted] of the month.

As this was obviously a misrepresentation on the Sales Associates part, I don't believe, I should be responsible for the additional payments and would appreciate a reversal for this charge.

Business

Response:

To whom it may Concern,

in regards to complaint #[redacted] complaint states that [redacted] did not pay the over mileage charge on his previous lease.[redacted] never orally or in writing stated that we would pay for his overmileage.we did in fact make his remaining payments on his previous vehicle,this was a national program from the manufacturer,it is for payments only,a copy of this check was forwarded to mr [redacted].mr [redacted] incorrectly assumed we would pay his over mileage,any over mileage would be clearly written on his buyers order,which is not the case.I have attached a copy of his buyers order.We at [redacted] shall ,as we have for past 57 years,continue to serve our communities with honesty,integrity and trust. Any further question please do not hesitate to call me.

Sincerely, [redacted]