Sands Chevrolet At Surprise

Dear Owner or GM

I am writing this email to express my deep dissatisfaction with the services provided at Sands Chevrolet Surprise, AZ, which has been nothing short of disappointing. As someone who has always associated Chevrolet with quality and customer satisfaction, I regret to say that my recent experiences at your establishment have left a poor impression and compelled me to reconsider my loyalty to your brand and store.

When customers decide to invest in a Chevy vehicle, they are making a long-term commitment based on the brand's reputation for reliability, durability, and top-notch customer service. Unfortunately, my latest interaction with your dealership has proven to be a glaring contradiction to these expectations.

Firstly, the lack of quality in handling customer products is unacceptable. I noticed a carelessness that is incompatible with the standards one expects from Chevrolet. Whether it is the overall lack of attention to detail and the poor customer service that has raised major red flag for me.

1. Upon purchasing my Chevrolet 2023 2SS Big Joe was my salesman from Sands Chevrolet, I was informed that the vehicle included the Dessert Pack. However, to my surprise, when I inquired about the specific components and features of the Dessert Pack, I received inconsistent and inaccurate information from your staff members.

This lack of knowledge and inconsistent communication has left me feeling frustrated and misled as a customer. I believe that it is crucial for your sales team and managers to be well-informed about the products and services offered by your dealership, especially when it comes to items that are included in the purchase of a new vehicle.
2. During my visit to your dealership for an alignment service, I had the opportunity to inquire about the Dessert Package and its specific inclusions. While waiting, I approached a salesman, Joe, and asked him about the Dessert Package and its contents. He informed me that the package included the following items: 1. Window tint, 2. Wheel locks, 3. Edge door protection, and 4. Door handle protection, all for a total cost of $2000.
Based on this information, I agreed to proceed with the purchase of the Dessert Package. However, upon further inspection of my vehicle, I noticed that only the wheel locks were installed. This discovery was extremely disappointing as it became evident that the other promised inclusions were not fulfilled.
When I raised this concern with the manager, Steve, he informed me that I would need to schedule a separate appointment for the installation of the remaining items. This was the first time I had heard about the need for a separate appointment, as Joe, the salesman, had failed to mention this crucial detail during our initial conversation
3. Dessert Damage package and detailing services at Sands Chevrolet. The poor quality of workmanship and careless handling of my car have left me feeling frustrated and disappointed as a customer.
Upon receiving my vehicle, I immediately noticed several issues with the condition of the car. The windows were covered in large handprints, and there were dirty water stains on the exterior of the vehicle. These issues were particularly concerning given that the car had just undergone tinting and detailing services.
I must emphasize that George, my service advisor, confirmed these issues upon inspection of the vehicle. Despite his acknowledgment, the problems were not rectified before returning the car to me. This raises concerns about the effectiveness of the communication and quality control within your establishment.

4. To provide you with a clear account of the situation, I arrived at Sands Chevrolet promptly at 7:30 am to have my car detailed. However, I was taken aback by the lack of communication and professionalism displayed throughout the entire process. Despite leaving my contact information, I did not receive any notification about the status of my car even after waiting for a considerable five hours.
Concerned about the delay, I took the initiative to call and speak with George, my designated service provider. George promised to investigate and promptly call me back. It was only after this follow-up call that I received notification that my car was ready for pickup. Disturbed by the lack of communication, I arrived at the dealership to find my vehicle in an unsatisfactory condition.
Upon inspecting my car, I immediately noticed that it had not been cleaned to an acceptable standard. To make matters worse, remnants of the tint job were still present inside the vehicle. I promptly informed George of these issues, and he directed me to Steve, the sales front desk manager, to address the matter.
Steve, after inspecting the car himself, acknowledged the inadequate condition of the vehicle. However, I expressed my frustration to him by rhetorically asking if they would treat the owner's classic car in such a manner. I believe it is crucial to emphasize the disappointment and frustration I experienced as a customer who expected a higher level of service from Sands Chevrolet.
As a reputable dealership, Sands Chevrolet should be dedicated to providing exceptional service and ensuring customer satisfaction. Unfortunately, my recent experience has fallen far short of these expectations. The lack of communication, the delayed response, and the incomplete work have left me questioning the professionalism and commitment to quality exhibited by your establishment.
Not only does this show a lack of professionalism, but it also raises questions about the thoroughness and accuracy of your technicians. If they can’t handle a car detail, how can I be assured that the work conducted on my vehicle adheres to the highest standards of quality?

Such experiences severely impact customer trust and loyalty. In today’s competitive marketplace, there is no room for complacency, especially in an industry where reputation is everything. As a long-standing customer, I feel not only let down but also misled by the brand values Chevrolet claims to uphold.

I strongly urge you to take immediate corrective action. Address these issues within your team and reassess the quality control measures you have in place. Failing to do so will only further erode your customer base and compromise the brand integrity Chevrolet has worked so hard to establish over the years.

Please be aware that the satisfaction of your customers is paramount to the success of your dealership. As a loyal customer, I genuinely wish to continue my business with you. However, I must emphasize that if these issues are not adequately addressed within a reasonable timeframe, I will be compelled to take my business elsewhere and share my experiences with others who may be considering a Chevrolet for their next vehicle purchase.

I believe in the power of constructive feedback and the importance of maintaining a positive reputation. Therefore, I hope that you will treat my concerns with urgency and provide a satisfactory resolution. I trust that you will take this matter seriously and ensure that my faith in your dealership is restored. I look forward to hearing back from you promptly with a detailed action plan to rectify these problems. Thank you for your attention to this matter.

Herb Collins
Ret Navy Chief

Our Dealer Operator, [redacted] ***, has been working with Mr [redacted] We have sent his vehicle to [redacted] to have them buff and detail Mr [redacted] ' vehicleThe vehicle returned on Friday and Mr [redacted] still had some issues, so the vehicle was being transported back to [redacted] *** [redacted] to have them attend to his concernsSands has transported his Camaro to and from [redacted] and paid for their services; none of this expense has been passed to Mr [redacted] Sincerely, [redacted] Sands Chevrolet Office ManagerP

I would like to have my case reopened with the Revdex.com with Sand’s Chevrolet in Surprise, AZThis is my first ever complaint and I do apologize for no response as I got side tracked with work and did not get a response inThe reason I would like to reopen my case is the fact that my car is still not resolved at this date and time
My last appointment was on 11/4/to take my car into Sand’s Chevrolet so they could swap the hood with a brand new Chevrolet Camaro SS hoodThen Sand’s was going to buff out a big scratch on the left rear quarter panelI was told all of this by the General Manager *** *** and was told a day or day and a half turn around for the repairsI waited until Friday 11/7/and still have not hear a single word regarding the status of my car so I gave Sand’s a call to see what was going onTurns out when I called them, they were not swapping the hoods because the scuff mark was on the front bumper and not the hood? The GM and myself looked at the scuff mark and it appeared to be on both the hood and the front bumperI was also told that they sent my car over to the collision center in Glendale, AZ to get painted because the scratch on the left rear quarter panel was too deep for them to buff out and that it needed paintedI was not told any of this until I was the one that called the dealership, not the dealership following up with me regarding the statusI immediately went to Sand’s Chevrolet and spoke with *** *** regarding this and I told him I do not authorize my car to be painted as there is no better paint than the factory paintI told Don I would be setting up a case with General Motors and that is what I did
I currently have a case opened with GM and working with them to get this resolvedI was told by *** *** from Sand’s Chevrolet that they cannot help me with my issues anymore since I have opened a case with GMI am currently driving the loaner vehicle that Sand’s has provided me while my car sits at the Glendale locationThe GM supervisor Kevin, went and spoke with *** *** earlier this week regarding my issues with the vehicleI am working with GM regarding the option of General Motors buying my vehicle back because the paint has been warn through so much they have to paint the front bumperThis issue can only leave me to believe what the rest of my car will look like in a matter of months in this Arizona sun
I would like my case reopened until this issue has been resolved because as I mentioned, I still do not have my car and it is still not fixed

Our Dealer Operator, [redacted], has been working with Mr. [redacted]. We have sent his vehicle to [redacted] to have them buff and detail Mr. [redacted]' vehicle. The vehicle returned on Friday and Mr. [redacted] still had some issues, so the vehicle was being transported back to [redacted]...

[redacted] to have them attend to his concerns. Sands has transported his Camaro to and from [redacted] and paid for their services; none of this expense has been passed to Mr. [redacted]. Sincerely,[redacted]Sands Chevrolet Office ManagerP

Please see the email trail below regarding [redacted] complaint. We are trying to assist Mr. [redacted] with a GM buy back. The issues are truly with General Motors product not Sands Chevrolet. Thank you,[redacted]Office ManagerSands Motor Company, Inc.Sands Chevrolet,...

LLCSands Imports, LLC  DBA Sands Kia[redacted]Phone ###-###-####Fax  ###-###-####[redacted] From: [redacted] [mailto:[redacted]] Sent: Thursday, April 24, 2014 10:45 AMTo: '[redacted]'Cc: '[redacted]'Subject: RE: [redacted] Revdex.com COMPLAINT DEAL [redacted] STK [redacted] DATED 12/27/2013[redacted], This is what we have done and what Mr. [redacted] agreed to with Mr. [redacted]. Mr. [redacted] is correct that the vehicle has been back 3-4 times for both the paint and vibration. Concerning the tires. We balanced the first time, with GM’s permission put different tires on. Still not happy. Went for a ride with Mr. [redacted]. Mr. [redacted] told us to switch with another new Suburban. Which we did. Mr. [redacted] and Mr. [redacted] went for a ride and Mr. [redacted] told Mr. [redacted] he was happy! Concerning the paint. Sands has spent over $1,000.00 paying outside detail facilities to make the paint appearance to Mr. [redacted] satisfaction. When he picked up the vehicle the last visit? He stated he was happy! We are assisting Mr. [redacted] with GM and trying to get GM to repurchase the Suburban.  As soon as I hear back from GM, to find out if they are in the process of buying back? I’ll let all of you know…thx..dm

It is unfortunate that Ms. [redacted] had to trade in her vehicle before Sands could help resolve her issues. 
Our General Manager, Chad H[redacted], spoke with Ms. [redacted] the day after we received her complaint. He stated that they spoke about the email that he had sent to her but had not heard back. Ms. [redacted] then stated she had additional problems with her vehicle and had traded it in to Peoria Kia. Mr. H[redacted] offered her service for her new Kia at a discounted price. The complaints concerning how many times the repairs needed to be done and the cost is with General Motors; as there were not any issues with the actual repairs made by Sands. Ms. [redacted] stated herself  “we are very dissatisfied with Chevrolet and general motors as a whole “. The issues lay with the frequency and cost of the repairs and as to Ms. [redacted]’s concerns that the vehicle was a “lemon”. Sands could assist her with contacts for General Motors and with starting the process to see if General Motors can help her with reimbursement, but the outcome of this process would be out of our control. Thank you for Choosing Sands! Cherie V[redacted]Sands Motor Company, Inc.Sands Chevrolet, LLC.

Our, General Manager, Chad H[redacted], reached out to Ms. [redacted] to offer either to trade in the 2010 Traverse or we would purchase the vehicle out right at far market value. Mr. H[redacted] was offered to assist Ms. [redacted] with Chevrolet Motor Division to try to get some assistance from them....

Unfortunately, Ms. [redacted] had already traded the vehicle in to Peoria Kia. 
Sincerely,
 
Cherie V[redacted]
Sands Chevrolet, LLC
Office Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and appreciate their timeliness. I have discussed this with the Service Director and will bring my car in on March 20th for an inspection. I hesitate to close this complaint until we do come to a fair resolution, which I expect after my car is inspected. Unfortunately that date is after my 7 day deadline given by the Revdex.com to accept or not. I could not find a postponement option, unfortunatly. 

Regards,

Our Dealer Principal, Jerry M[redacted], has spoke with Mr. [redacted] via email as this is the only way Mr. [redacted] will communicate. Mr. M[redacted] has offered to buy Mr. [redacted]'s contract back from the bank and void out the purchase transaction. Mr. [redacted] has declined this option. The...

purchase transaction was negoiated and signed in agreement by Mr. [redacted] at the time of delivery.  
Sincerely,
 
Chad H[redacted]Sands ChevroletGeneral Manager

Britnee,

 

Sands paid off Ms. [redacted]’s trade in within two business days of being funded; within 7 business days of her purchase transaction.  We will not take the responsibility for a late payment status on her credit when her payment was already past due when she traded the vehicle in. I had her plates handled as a rush overnight and called her when we had the plates. Ms. [redacted] informed me that she would not drive 40 minutes to pickup them up so we agreed that I would mail them. I have not heard from Ms. [redacted] that she had not received those plates in the mail. If she still has not received them, we will need to do lost plates and tags with [redacted]. Sands has handled everything with the [redacted] transaction well within our required timelines. We walked the entire deal through all transactions. We apologize that Ms. [redacted] feels she was given incorrect information.

 

Thank you,

I have reviewed the 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 response from the business is a falsehood and continues to show the lack of ethics from the business in question. We only looked at v-6 engines during the 6 hours at the business and were told by our salesman that they had the exact one we wanted. After 45 minutes at lunch we returned to sands and started paperwork in our new vehicle and after paperwork was started we were told that the salesman had called and the color was wrong and the engine was wrong. This is where the bait and switch started and they tried to make us buy a more expensive vehicle and would not honor the deal they made on the vehicle they said was the right one. Blue with a v-6. 

Regards,

I have reviewed the 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. Sands Chevrolet is where I purchased the vehicle from, the vehicle when purchased was covered in water hardness spots. I was told when purchased to bring it back to have them take care of it. I brought the vehicle back on Dec 31, 2013 to resolve the issue and when I got it back the paint was destroyed by their detailer. I made them aware of it and brought it back several times for the same issue. Each time that I brought it in for the repairs they sent it out to two separatedetailers that where not able to fix the problem. I was told each time that the cost of trying to fix the issue was expensive. It has never been resolved and I think that they need to fix the issue. On the separate issue of vibration, I have been working with GM trying to get them to buy the vehicle back however they will not. I brought the truck to Sands Chevrolet over 5 times in which the problem was never resolved. This issue is disturbing to me and my family because of safety. We feel that this could cause injury to me and my family. GM has not been receptive of buying back the vehicle and feel that the dealership should fix the two issues that I am having. Sands did replace tires on this vehicle 3 times and have rebalanced the tires more than 5 times. They also replaced the rims and still no resolve. If this was completely a Manufacturer issue why was dealership replacing the tires and rims as many times as they did? Thank you for getting back with me on this matter. I appreciate your time on thisRegards,[redacted]

Our Sales Manager, [redacted], has been in contact with [redacted]. Sands has agreed to have Sands Chevrolet will be towing in [redacted]'s 2012 Dodge Grand Caravan to make all necessary repairs to the brakes and master cylinder.  Sincerely,[redacted]Sands KiaGeneral sales Manager

Regarding Ms. [redacted]’s complaint. The dealership does their best to make sure they can get the customer’s the best rate possible and...

best payments options. The dealership actually loses money delivering a vehicle to a customer, allowing miles, wear and tear on the vehicle just to have the vehicle come back to the dealership. It is never our intention to deliver a vehicle to a customer only to have to cancel the sales transaction. It is the financial institutions that have the final say on how a loan will be approved and on what terms. For a dealership to lower the sales price on the vehicle does not increase the customer’s down payment. The lender is actually looking for more commitment from the consumer. The consumer’s job history, pay history and credit history all play a huge part on what approval will be given from any lender. There are the occasional instances that the financial institutions can see more than the dealers on a consumer’s history. Some of this information may be prior history with the same lender/consumer. We apologize that we were unable to obtain financing for Ms. [redacted]’s purchase, our Finance Manager’s did their best to obtain the best financing possible for Ms. [redacted]. 
Thank you,
 
 

Office Manager
Sands Motor Company, Inc.
Sands Chevrolet, LLC
Sands Imports, LLC  DBA Sands Kia

[redacted]

[redacted]  [redacted]

Our service manager, [redacted],  spoke with [redacted] this after noon(6-6-15) at around 2pm, Mr. [redacted] advised her that our service department had an employee that recently parted ways and that it was possible that it was this employee as he couldn't see one...

of our employee's that is currently staffed with us speaking to her in this manner. Mr. [redacted] did express that we here at Sands Chevrolet prides ourselves on excellent customer service and that this is and or was an isolated incident. [redacted] said that she just wanted to express her concerns with management and she was frustrated that a conversation that had nothing to do with the advisor and her husband was brought up during the transaction between the service advisor and her husband. Mr. [redacted] asked [redacted] if there was anything I could do to compensate her for the experience and she declined any compensation.Sincerely,[redacted]Sands Chevrolet LLC.Office Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I would like to have my case reopened with the Revdex.com with Sand’s Chevrolet in Surprise, AZ. This is my first ever complaint and I do apologize for no response as I got side tracked with work and did not get a response in. The reason I would like to reopen my case is the fact that my car is still not resolved at this date and time.

 

My last appointment was on 11/4/2014 to take my car into Sand’s Chevrolet so they could swap the hood with a brand new Chevrolet Camaro SS hood. Then Sand’s was going to buff out a big scratch on the left rear quarter panel. I was told all of this by the General Manager [redacted] and was told a day or day and a half turn around for the repairs. I waited until Friday 11/7/2014 and still have not hear a single word regarding the status of my car so I gave Sand’s a call to see what was going on. Turns out when I called them, they were not swapping the hoods because the scuff mark was on the front bumper and not the hood? The GM and myself looked at the scuff mark and it appeared to be on both the hood and the front bumper. I was also told that they sent my car over to the collision center in Glendale, AZ to get painted because the scratch on the left rear quarter panel was too deep for them to buff out and that it needed painted. I was not told any of this until I was the one that called the dealership, not the dealership following up with me regarding the status. I immediately went to Sand’s Chevrolet and spoke with [redacted] regarding this and I told him I do not authorize my car to be painted as there is no better paint than the factory paint. I told Don I would be setting up a case with General Motors and that is what I did.

 

I currently have a case opened with GM and working with them to get this resolved. I was told by [redacted] from Sand’s Chevrolet that they cannot help me with my issues anymore since I have opened a case with GM. I am currently driving the loaner vehicle that Sand’s has provided me while my car sits at the Glendale location. The GM supervisor Kevin, went and spoke with [redacted] earlier this week regarding my issues with the vehicle. I am working with GM regarding the option of General Motors buying my vehicle back because the paint has been warn through so much they have to paint the front bumper. This issue can only leave me to believe what the rest of my car will look like in a matter of months in this Arizona sun.

 

I would like my case reopened until this issue has been resolved because as I mentioned, I still do not have my car and it is still not fixed.

Our Finance Director, [redacted], has spoke with Mr. [redacted] and explained the process of his purchase. As per the attached...

documents, Mr. [redacted] did sign a warranty cancellation form to cancel the extended warranty and Gap policies for his trade in. According to the Retail Purchase Order that Mr. [redacted] also signed, there was to be a $3451.00 down payment towards the purchase. I have attached a copy of the receipt in the file for Mr. [redacted] which is for $1000.00, the additional $2451.00 was the warranty cancellation amount. If Mr. [redacted] was expecting to receive the warranty cancelation monies back to him, then he would have needed to give an additional $2451.00 down at the time of purchase. Our General Manager, [redacted], has tried unsuccessfully to contact Mr. [redacted] several times. If Mr. [redacted] would like to discuss his purchase transaction further, he would need to contact Mr. [redacted] and/or Mr. [redacted] directly at ###-###-####. Without a return call from Mr. [redacted], Sands would be unable to address any further issues and/or concerns he might have.

 

Thank you,

 

 

Office Manager

Sands Motor Company, Inc.

Sands Chevrolet, LLC

Sands Imports, LLC  DBA Sands Kia

Phone ###-###-####

Fax  ###-###-####

[redacted].com

We try to get our customer's the best financing option for their needs. Although the final approval comes from the financial institutions, there are circumstances that come up that the financing institution requests certain documents for back up of the application submitted; these documents would...

include but not be limited to Proof of residence, proof of insurance on the purchasing vehicle, proof of income, additional down payment, different rates, changes the term of the loan, sometimes they ask for a co-signer on the loan as well. These stipulations or back up documents that the bank is asking for sometimes can result in having to cancel the purchase transaction. A dealer never benefits from having to cancel a purchasing transaction with a customer. We end up with vehicles that have additional miles on them and sometimes damage. It is unfortunate that we had to cancel the purchase transaction for Ms. [redacted]. It was never our intention to waste anyone's time with this transaction. Unfortunately, the promotion that was running for the free TV or Arizona Cardinals season tickets does stipulate that a vehicle must be purchased. With the cancellation of Ms. [redacted] transaction we would not be able to honor the free TV promotion. We apologize for the inconvenience that may have been caused to Ms. [redacted]..Sincerely,[redacted]Sands Chevrolet, LLCOffice Manager

We have contacted the customer and left her a voicemail with our Service Director's, [redacted], direct line. We have invited her to please come back in and let us recheck the vehicle and maybe come to a fair and equitable solution.We have not had a response as...

yet.Sincerely,[redacted]Sands Chevrolet, LLCOffice Manager