Royal Chevrolet Company

I will never be doing busines with Royal Chevrolet ever again in 2013 me and my wife bought a Brand new 2013 model [redacted] and now a year later it is time for a state inspection and we were told the day we bought the car that state inspections would be free if we bought a car from them well we found out later on that this was not true when we were sent a coupon in the mail for a $39.95 oil change and tire rotation special so we decided to take it by and get a state inspection and the oil change and tire rotation done when we picked the vehicle up the total price was $65 we were like woah we looked at the receipt and they charged us for the state inspection shop supplies taxes and so on and charged us for oil and oil filter when oil and filter should have been included in the coupon even though the coupon stated that it was and they also charged us labor for the tire rotation and oil change which was also included in the coupon price when I confronted them about it they basicly acted like they didn't care I told them this was what you call a basic bait and switch because you got me there with a $39.95 coupon and ended up paying $65 almost double a synthetic oil change doing it my self cost me about $40-$45 for it so yea I feel like they got me good and will never do business with them again that was such a rip off.

Review: They pushed me to test drive a car I was not crazy about in the first place but because I'm new to this, I drove it. I explained to the sales guy (who seemed as if he wasn't sure what he was doing) that I was not crazy about the interior or the car, multiple times. He kept telling me "well maybe it will grow on you, or if you like the outside of the car the interior doesn't really matter" uhh hello? We're talking thousands of dollars I'm about to sign my life away for. So after the test drive he took me to his cubicle and left me there alone for about 20 minutes. Came back and asked me for the keys to my current car I had planned on trading in. Note* this is all he said "can I have your keys and registration so we can get a trade in value for your car?"* Ok, I gave him my keys and registration. Once again I'm left in this cubicle alone for another 30 minutes. The sales guy comes back with a paper in his hands that has 3 columns of numbers on it. He say "go ahead and circle, the one you can afford and sign here" ... What?! How about you explain to me why and what I'm signing first off. He went round and round with me for quite sometime until I finally told him I had to go I have somewhere to be. At this point he hands me the keys to my current car back and proceeds to tell me, "When my manager was test driving your car it started smoking. When he got back to our parking lot he popped the hood and saw that your serpentine belt was missing" ARE YOU KIDDING ME? This guy spent 45 minutes trying to push me to sign a paper and waited until I wanted to leave to tell me THAT THEY BROKE MY CAR?? Funny how my current car was running JUST FINE when I pulled in the parking lot, even funnier how this same sales rep was standing outside of the front door when I initially pulled up (in my current PERFECTLY RUNNING VEHICLE) to the dealership and even waited for me to get out of the car so he could start his pitch. He knew my car was fine when I first pulled up at the dealership. AnyDesired Settlement: They should have offered to fix the car. Common rule of thumb if something breaks in your possession it is your responsibility. I no longer own the vehicle in question, I do think they should have paid to have the car fixed or paid me for the damage's.

Business

Response:

[redacted] was in our dealership on February 12 looking at a used [redacted]. She had a [redacted] with over 200000 miles on it to trade. When the appraiser took it on a test drive, the serpentine belt broke immediately after he took a right turn onto Broad St. We informed Ms. [redacted] what occurred and even offered her to stay in our vehicle if she wanted the repairs done at our store. She declined and left the store without making one complaint to anyone. Now, almost one month later, she is complaining to the Revdex.com and leaving bad reviews on the internet without ever discussing this with an employee at Royal. Anything can go wrong at any time on any vehicle with over 200000 miles. Royal is not responsible for her car's failure when the appraiser only got 100 yards down the road. Royal does not appreciate someone disparaging their reputation on a matter that happened almost one month in the past with zero communication with the staff at the store! Royal will not reimburse Ms. [redacted] for any expenses she incurred on her 200000 mile [redacted].

Consumer

Response:

I have reviewed the offer 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.I have tried multiple time to contact this dealership via email and phone, conveniently there is never anyone I can talk to other than someone trying to set me up an appointment to come look at a car. I have sent multiple emails via their customer website to contact someone about this and I have never received a response from anyone. The [redacted] was not over 200000 miles when I brought it in, my papers say it was 170k. And I asked to speak with a manager that day and was told no one was available at that time to talk to me . In any case obviously the point here moot seeing as how they; 1. Never told me car was being taken anywhere, 2. Waited until I wanted to leave to tell me they broke my car, and 3. Clearly they do not check their company website emails. I told them at the end of my last email I would post reviews to get their attention due to not responding to any of my attempts to speak with them. I don't want anything from this dealership (I do not have the car in question anymore) other than an apology and it doesn't sound like I will get that. I'll just continue to let everyone how terrible their customer severe is. Thanks.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I contacted Royal Chevrolet, in December of 2015 to cancel an extended service warranty and GAP product. I had recently paid off my loan and knew I needed to cancel the items. I spoke with Luke R[redacted] who did a fantastic job in taking my order and processing the request! I was advised it could take up to 6 weeks to process the request. I contacted the dealership in mid January in reference to the status of the cancellation. I was given the run around because the Warranty Clerk was not available. The warranty clerk finally called and advised the check was being mailed to the finance company, I had paid off. I contacted the finance company 2/18/2016 to verify the check was received. They advised the check hadn't been received and they gave Royal Chevrolet the information DECEMBER 29TH 2015! This is a HUGE problem! I gave the benefit of the doubt, due to the holiday season, but the check should have been sent in January. I over payed and the finance company won't release those funds because they are waiting on the check from the dealership. I contacted the dealership today and spoke with [redacted], who is great! He wanted to transfer me to Stacey, but that wasn't sufficient. I requested I wanted to speak to the Comptroller's manager. He was out of the office. Royal Chevrolet, has to do better and stay on top of processes. It is ridiculous that the check was mailed mid Feb. I don't need the funds, it's the principle of the process.

Business

Response:

Ms. [redacted] had a car financed with [redacted], and included in her loan was gap insurance. Under normal circumstances, we use our own gap insurance company, but Tidewater Finance only allows their own gap insurance on their contracts. It was a completely different process for our warranty clerk to process. Ms. [redacted] talked numerous times to our clerk on the phone and seemed satisfied with the process. A check was sent to [redacted] and cashed by them on February 15th. The money due Ms. [redacted] has to come directly from the finance company because it is their insurance. If Ms. [redacted] has not received her check, she should contact the finance company directly. We apologize for any delay since it was outside the norm on how we process insurance refunds.Thanks

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.

Regards,

Review: On August 4, 2015 I went into Royal Chevrolet to inquire about the possibility of trading my vehicle in for another vehicle. I spoke with a sales person and test drove a [redacted]. I liked the car. The salesperson ultimately let me drive it home until I thought about the decision to purchase the car fully. I left the lot. A couple hours later I got a call from the salesperson stating he still had my license and that he could bring it to me. I told him I was trying to lay down because I had to go to work. I subsequently went back to the lot to pick up my license. I was back on my way home when the check engine light came on in the vehicle. I text the salesperson and advised him of this. He stated it was probably just the regular service maintenance warning and that they would check everything. By the time I went back up there the check engine light had gone off. The salesperson said nothing about checking anything out when I got up there. On August 4, 2015 I decided to take the car back up to the lot and pick my car up to give me time to make an objective decision. The salesperson after talking to me for almost 45 minutes convinced me to keep driving the vehicle the check engine light came on a second time! I left the lot on the 4th and drove to my gym. When I came out to get in my car a couple hours before I had to go into work the car would not start. I called the dealer and the salesperson brought me out another car and he took the car I was driving. In order to do what I had to do transportation wise the next day I had to put gas in the vehicle that was brought to me. I subsequently purchased the vehicle on August 7th. When I got home I discovered scratches in the front of the car and on the bumper. I again text the salesperson he said he would have them take a look at it when the other issue with the bumper and the couple of cracks in the windshield was addressed. I took the car back to the lot on August 12, only to be told the paint was touched up

Business

Response:

I am responding to Mr [redacted]'s complaint. Mr [redacted] purchased a GM Certified used car from our dealership. Most used vehicles will have a blemish or scratch on it, but there are savings with the purchase of used over new. Mr [redacted] had the vehicle for several days before the deal was finalized. Then several days after finalizing the deal, Mr [redacted] complained about the scratches and the windshield. The vehicle scratches have already been touched up and we agreed to fix the windshield when our windshield repairer returned from vacation. Not to inconvenience Mr [redacted], we will have our repairer do the repairs at his house or place of business. If he would like to have the scratches looked at again by our touch up person, we will gladly take care of that as well. The GM Certified Used Car program has stringent guidelines, and this vehicle passed all of the guidelines. We will have our salesperson contact Mr [redacted] to arrange the details.

Consumer

Response:

[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.]

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. However, I would like to correct a few incorrect statements. As soon as I got home after purchasing the vehicle is text the salesman and told him there was scratches on the vehicle. He said he would have someone take a look at it. I have the text message. I also advised him of the issues where it looks like the bumper is out of alignment. You all offered no remedy as far as taking anything off the car as it relates to the scratches. If you are implying I had something to do with the damages which it sounds like you are that is a lie! 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,