Sands Chevrolet At Surprise

Review: I purchased my vehicle from Sands in July and before taking delivery of the vehicle I pointed out 2 large scratches across the hood and a clear door ding strip that was damaged that needed to be replaced. They agreed to take care of the Paint issues and the door edge guard for me no problem and let me know to bring it back buy and they would repair it. A few days later I called and set up an appointment to have the vehicle dropped off for repair and was told I would have it back by the end of the day. It took 2 days to receive the vehicle back when I was told it would be done the same day which was irritating but ok. I picked it up at night and drove it home. It was then parked in my garage for almost a week before I took it out for a drive and it was really dirty from dealer still ( dusty ) so I took it and got it washed. After it was clean I couldn't believe my eyes! There were buffing marks and swirls on every inch of the car. It looked so bad even my friends were making fun of how terrible my new Camaro looked. I spent 40k on this car mind you. So I was upset and called the service department back and explained it and they had me bring it back in. I was told they could tell how bad it looked and because I picked it up at night it was probably hard to see the scratches and buff marks and it would be fixed. I was then told they needed it for 1 whole day and I could get it the next day. They had it for 2 full days instead so I came to get it the 3rd day. Upon picking it up I noticed the damage was no different. Also there were now deep scratches on the lower passenger side door / and side skirt. Also they damaged all my aftermarket vinyl I paid to have installed by buffing over it, which severely discolored it. They didn't even replace the door edge guard and even ruined another section of it with the buffer. Also I had asked for a seal on top of the car to be replaced because it blows off in the car wash and this was my 3rd attempt to have that fixed as well. They did not fix it either.

When I went to pick the car up as I said, I didn't even take it back it was so bad. I left it with them and was told I would be called back soon that day to go over what they can do. Two days later I call them due to no reply and am told they are still figuring it out. So after not being with a car for a while I said I needed to pick it up until they reached a decision. I picked it up and 2 days later still no call. So yesterday I went in to Sands to talk in person and the GM wouldn't come out and talk to me because he said it wasn't a sales issue and he made his employee deal with me. She then told me that I needed to wait 2 weeks for my paint to be ready for another wax from a new company..... I have never heard of paint needing to rest for 2 weeks? I understand a few days but not weeks. The newest news was that they are going to try to buff it again and then if that doesn't work they are going to try to go through GM to get them to fix or pay for it under warranty. I questioned them about the warranty and why would GM cover the scratches and was told why does it matter if it’s paid for...... To me it sounds like they are going to try and stick GM with their mistake and try to say it was a issue from the factory.... Talk about unethical. I'm irritated with the entire process and I paid a lot of money for a vehicle that I can’t even be proud of and I have to look at every day with a ruined paint job.Desired Settlement: I am looking for a resolution that makes me happy with the vehicle I am driving. Either A: I want my entire car repainted by a shop of my choice as I do not trust the dealership or anyone they sub work out through at this point. I feel they will complete a terrible cheap single layer spray job that will peel and fade in a year, just so they can get it out the door and get rid of me. So that is why I want it done at a shop of my choosing. I called around and received 4 quotes yesterday ranging from $5,000 at a minimum, to $8,000 depending on how much prep work needs completed stripping the old paint. I refuse to just re clear coat or sand and repaint. I want the quality of the original paint job which was more than likely a thick multi-layer process. Or Option B : Trade in my vehicle for the same model and features on a new Camaro SS and keep my amount financed the same as I owe now on my car only having it for 2 months. I will not settle for anything else at this point unless they want to cash me out based on my quotes and I will take it and get it painted myself. I have yet to receive my Survey from Chevrolet, and when I do, you can believe that it will be an extremely negative review including this Revdex.com issue as well as I will make sure to post my reviews of Sands on every review website I can find to make sure no one else has an experience like mine. I will also send this same verbiage straight to Chevrolet. IF Sands takes care of me and I am satisfied with the results, then I will fill out a positive survey for Chevrolet and we can all move on and I can be happy with the results. Thanks, [redacted] ###-###-####

Business

Response:

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] 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

Consumer

Response:

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.

Review: Sands did not honor their coupons for $8.88 oil change and 10% discount. Vehicle was taken to Sands to repair one problem regarding shifting and for routine oil change and coolant change. Sands advised almost all other fluids were in need of exchange and also installed two hoses.

After the work was performed at Sands, the vehicle had extreme heat and a strong burning odor coming from under the hood even when only driven for a few miles. The vehicle was driven back to Sands and this customer explained it smelled like oil residue burning; they indicated 5 qts added and the vehicle only takes 4-1/2 qts. Explained that the oil and coolant levels were at full or possibly overfilled and that the burning odor could be from residue or spillage of any of the many fluids they changed. Vehicle was left at Sands to determine source of problem. [redacted] later called and advised that there was a coolant leak and that the tank had to be replaced along with some other work having to do with the oil intake being dirty. The total to be charged was $1,900.00 and this was supposed to get the car in perfect condition. Sands kept the vehicle longer than anticipated because they stated it was taking long for the sealants to dry due to the “cold” weather. The vehicle was picked up and only driven approximately two miles before it became obvious the exact same problem existed - there was extreme heat and a burning odor coming from under the hood. Did not return to Sands as their $1,900.00 “fix” left the vehicle in the same bad condition - a problem that only occurred after the first visit to Sands. Because the windshield washer solution reservoir was empty after the vehicle was parked in the garage for about 10 days, it became apparent that was the source of the heat and burning odor. There was no problem using the windshield washer until after my first visit to Sands - they did replace the wipers. Because of something they did, the washer reservoir must be kept empty to allow the vehicle to be driven without having the extreme heat and burning odor. Sands should be responsible for this repair but I would not trust them to touch my vehicle.

An email was sent to the General Manger regarding the poor service and the fact that their invoice falsely indicated “customer claims a coolant leak” and also made no mention of the dirty oil intake; invoice not clear as to just what was done. (All of their paperwork is sloppy; they do not subtotal by each job and don’t keep all charges for a job together.) Sands was requested to explain all charges on both invoices as the $8.88 oil change should have totaled $11.88 with the $3.00 disposal fee added, but they charged a whopping $32.25. They also did not deduct the 10% discount on either invoice and charged $27.00 for wipers [redacted] was tossing in for free due to all the work being done on the first invoice. A full refund was requested on the $1,900.00 charge - [redacted] said they found a leak, but on the invoice they claimed “customer stated leak” which was entirely false. There was no leak as the fluid remained at full and I would not have driven the vehicle if it was losing coolant. Sands did not respond to this email.

A complaint was then filed with the [redacted] of the [redacted] office because Sands advertised coupons and did not honor them. They didn’t even give me the $5.00 [redacted] gift card for spending time with [redacted] viewing their vehicles. The complaint sent to the [redacted] detailed all of the issues with Sands. Sands did respond and [redacted] (Service Director) offered a refund of $186.97 on the first invoice; the amounts he detailed actually added up to $187.97. He only allowed $11.00 for the overcharge on the oil change when in fact they overcharged $20.37. I asked that the additional $9.37 be added along with their $1.00 math error to make that refund $197.34. On the second invoice, which was for work they claimed was necessary when there was no leak, he only offered the 10% refund of $190.00. That amount was totally unacceptable. I asked for a full refund of the $1,900.00. This customer determined the source of the extreme heat and burning odor to be caused by windshield washer solution leaking from the reservoir - a problem that didn’t exist until Sands worked on the vehicle.

My response was sent to the [redacted] and [redacted] only offered the same amounts as in his first response. Sands was not willing to discuss or negotiate. GM was contacted but their response was that the vehicle was “too old”. They advised a Sands specialist would call within 48 hours. Sands did not call. The next call came the following week from Sands asking how the car was running since my last service visit. That employee was unaware of my complaint and I requested she have the Service Manager call me. [redacted] called and said he did try calling me, but my line was “busy”. This was on 08/05/14 and he asked how much they charged for the oil change. Told him had to add it up because Sands doesn’t subtotal items. [redacted] indicated the oil change is usually $16.99 which would make it $19.99 with the disposal fee. I now know that is how they arrived at a refund of $11.00. [redacted] must not have checked the actual charges on the invoices. Makes me wonder how many other charges were excessive. I explained all the issues to [redacted] and he stated he was sticking with the amounts offered by [redacted], Service Director. Asked [redacted] to explain my complaint to someone in management and have them call me to discuss an equitable settlement. No one called. When I called [redacted] again, he was at lunch - never returned the call. I then called Sands and asked to speak to [redacted] (General Manager) and I was advised that [redacted] was now General Manager. When I explained the purpose of my call they advised I needed to speak with [redacted] who was now the Service Director. He was not available so I left a message. It was no surprise that he did not call. When I next called and asked for him, I was transferred to the wrong person who transferred the call back to the receptionist. Well, he transferred me to a phone that no one answered and one that did not go to voice mail. On 08/20/14 I then emailed [redacted], General Manager. On 08/22/14 I received a call from [redacted] in the Sales Department; told him not interested in a new car and that I had told [redacted] not to call at the end of February. I asked him to give a note to [redacted] to call me. [redacted] did not respond until after a second email was sent. He advised the file was closed “months ago” and no refund was to be made. That is contrary to [redacted] who made offers in response to the complaint to the [redacted]. Furthermore, on 08/04/14 [redacted] in the Service Department indicated he could not go above what [redacted] quoted which indicated the complaint was still open. Sands not only refuses to honor coupons, they now won’t even honor settlement offers made by a Service Director.Desired Settlement: Refund of $197.34 on invoice #[redacted].

Refund of $1341.50 on invoice #307644. Although Sands "repaired" a coolant tank which was not in need of repair and I don't believe I should be charged anything on this invoice, I advised I would be willing to pay for parts; I assume they did install a new tank. Sands should refund the exorbitant labor charges of $1,341.50.

As far as the now needed repair of the windshield washer reservoir, which was damaged when the vehicle was at Sands for the initial visit, rather than have Sands make that repair, the vehicle will be taken to another service department.

TOTAL REFUND = $1,538.84

Business

Response:

Our Service Manager, [redacted], has been in contact with Ms. [redacted] and has an appointment to discuss the particulars and go over all the facts at 2:00 pm today with Mrs. [redacted].Sincerely,[redacted]Sands Chevrolet, LLCOffice Manager

Review: I have asked many times for them to STOP calling and they keep doing it. We ask to be taken off the call list, they say they will but they don't because I keep getting called on both my cell phones. This is getting out of hand and I am not happy with them. If the calling doeskin stop we will have to go down there and talk to the owner and I will be recommend family and friends not to buy from that business.

Thank you.Desired Settlement: stop the phone calls

Business

Response:

We apologize for the continued calls that [redacted] has been receiving. I have requested to have her phone number removed from our customer data base so that the calls will discontinue. This process may take 7-10 business days to be completely put in place. If the calls should continue after this time, please contact me immediately so that I can rectify the issue.Sincerely,[redacted]Sands Chevrolet, LLCOffice Manager###-###-####[redacted]@sandschevrolet.com

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

[redacted] the Second phone number is [redacted].

Review: My recent experience with Sands Chevrolet in Surprise, AZ left a lot to be desired! I recently went into the sands dealership looking to purchase a new vehicle, and ended up with a lowered credit score and a sour taste in my mouth instead! I informed the salesman of my needs and where I had to be at comfortably (payment) and started to search the lot. I ended up deciding and signing on a beautiful blue Silverado. I was approved (by them) for a 3.9% apr and our agreed upon payments, everything was all fine and I was super excited. Until about two and a half weeks later when I started to get late calls from my vehicle that I traded in. Apparently they still hadn’t paid off my trade in, so the calls to the dealership started. Monday I spoke with a woman in the payoff department that then transferred me to finance since apparently my purchase contract still wasn’t financed?? I was dumbfounded, what do you mean it’s still in finance! The finance manager then offered to look into the situation and return my call, waited all day, and half way into Tuesday, still no call. So I called again asking for the general manager, who again offered to look into the deal and give me a call back. Again no calls, finally on Thursday I called again five times (yes I have my phone records) to ask for the general manager again, who then offered for me to come down the next day and discuss my “options” I said no options, either I’m financed for what we agreed to or I will be there in 15 minutes to pick up my old vehicle. I then drove down (15 min later) to find out the general manager had left knowing I was on the way down! Shady!! So I sat and waited for another 30 minutes to have some sales man (not manager) come out and try to renegotiate the deal, offering higher interest and payments or maybe a less expensive car. [redacted] I asked for my old vehicle back and continued to wait another hour before I was finally able to leave with my old vehicle and my refund for my down payment. When I started talking to friends and clients (I own a hair salon) it came to my attention that this happens all the time. It’s a standard bait and switch, here your approved drive today. Then when they call you back saying you need more money down or to resign for a higher interest rate your suckered in because you’ve already fallen in love with the vehicle, or they simply try to get you into another car to avoid losing the sale. I’m not an average person so I told them to [redacted]’t [redacted], however the shear embarrassment behind the entire situation was enough to really [redacted] me off! What happened to your truck? Oh… I was scammed by a shady dealership! Besides the attempted renegotiation of the signed contract (which I still have a copy of) they have managed to drop my credit score (running my credit over 15 times) by various banks making it near impossible to go and purchase another vehicle somewhere else. I would appreciate your investigation into these shady practices, and an update would be greatly appreciated. I have also contacted the Chevrolet Corporation and seriously considering contacting the local TV stations!

Thanks for your consideration,

Athena MitchellDesired Settlement: Formal apology, letter to the credit bureau explaining the over process of my credit requests, and honoring of the original contract terms new Silverado processed at 3.9 percent apr with approved discounts! I'm still unsure how you can have a signed contract and drive a vehicle for 3 weeks then to try and change the terms!

Business

Response:

We apologize for any inconvenience that we have caused due to the attempt of bot[redacted] attempt to purchase a Silverado. After 9 sources the loan amount that we applied for, unfortunately their rate exceeded the contract rate. Thus, the need to renegioate the monthly payment and interest rate. In indeed, understand their frustration over the fact that the loan was not approved as called, but we negotiated in good faith and at no time was it our intention to mislead or take advantage of [redacted] Thus, we unwound the deal and reimbursed their full down payment. We in turn incur the expense of re-detailing and servicing the truck they drove for 18 days. We only make money when we sell a vehicle, which the [redacted] location does 300 to 400 times a month. Unfortunately, we do unwind a deal or two a month because the bank did not match the contract rate, which the contract clearly states that it is subject to lender approval .

As far as a letter to the credit bureau, the application, they signed was sent to 9 lenders that were named on the application as lenders we have 3rd party agreements with. At the end of the day, it was our intention to deliver their deal and process your loan as written. Unfortunately, the bank did not approve your loan as called. We in turn offered them options, of which, they chose to unwind the deal as opposed to signing a new contract at a higher rate and payment.

Sincerely,

Sands Chevrolet, LLC

Dealer Operator

Review: Was sold a warranty for $1700 that covers only power train issues for 24 months. Vehicle is currently covered and was covered when vehicle was purchased for that power train through manufacturer for exact same amount of time and expiration date, falling in 2017. Extended warranty was so presented by sales person as additional coverage outside of what was already covered. Unknowingly I attempted to use extended warranty for mechanical issue that debilitated the vehicle, master cylinder failure (brakes - dangerous to my person) but found out at this time that he coverage I have is similar to coverage already available and not the coverage I thought I was purchasing. I called the dealership to complain and cancel and they said they would not be able to cancel without having vehicle brought to them to read odometer. I explained the brake issue and the incorrect warranty coverage and he said he could not make changes. He said he was sorry that they sold me the wrong unneeded coverage.Desired Settlement: I would like to have the vehicle repaired to a safe and driveable status. Company who sold me the vehicle should take care of repair costs at the nearest dodge dealership to my residence and refund purchase price of the misleading warranty that my vehicle did not need because it was fully covered through manufacturer for that.

Business

Response:

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

Business

Response:

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

Consumer

Response:

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,

Consumer

Response:

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,

Review: On 09/13/14, I brought my 2012 Malibu that I purchased new to Sands Chevrolet to have the oil changed and to have repairs done as per a recent recall notice. I was told by [redacted] when I arrived, that my car needed a 25k mile complete system flush (transmission, oil...) and complete check up at a cost of 939.16. I was given a loaner car so they could do the recall repair and the checkup, tire rotation, system flush etc.

When I picked up my car and was driving home the oil light was still on and it ran ragged. I called several times and left messages for [redacted]. Nobody ever called me back. I was ill for several months and barely used my car. 3 months later on 12/22/14, I went to start my car and there were sparks and a small explosion under my hood. The car of course didn't start. I called roadside assistance (although I was parked in my garage) and they came out and changed my battery at a cost of 189.52. The battery had heavy corrosion on it. I took pictures. He also checked the oil and it was low and what was in there was filthy oil. Sludge. Also, damage to my finished garage floor from the battery. After this, I brought my car straight to Sands Chevrolet and spoke with [redacted]. I showed him the receipt from September noting that my cars mileage was 27,180 when the did the work and it only was at 28,564. Obviously the work wasn't done. The oil wouldn't be low and black after 1,000 miles and his crew would have noticed the corrosion on the battery. [redacted] had a quick oil change done and told me to bring the car back after the holidays for it to be serviced as I had paid for in September. Apparently the only work they actually did was the recall repair. At this point I have no idea of the long term effect this has had on my car life. I have not brought my car back there as I feel uncomfortable with them and worry I am being scammed.Desired Settlement: I would like my original 939.16 returned to me as the work was not preformed. I am also requesting an additional 200.00 to defer the cost of the battery and damage to my garage floor. A total of 1139.16 would be my desired outcome.

Business

Response:

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

Consumer

Response:

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,

I was called two times. Both times I asked to be removed from the call list. Both times I was told my number would be removed. I was called a third time. This, to me borders on harrassment. I want to stop these phone calls but repeated requests have not been honored.

I had a great experience with Sands twice now. This time there was a small accident with my vehicle and another customers vehicle. Sands and their team went out of their way to make things right. Henry in service was very focused and concerned and took everything within his power to make me happy and resolve this issue. I have bought 3 trucks from them and will buy another from them as well as tell my friends to purchase from them. The care they give customers after they purchase from them is top shelf and means more than the purchase of the vehicle.

Review: I have had so many issues with this company that I don't even know where to begin. I bought a car from Sands in June 2014. Within a few days of buying it the check engine light went on. They took care of this. Then the belts started squealing. They told me this is just the way it was. Then I had to go down for ANOTHER service issue (recall on something) and they gave me a rental. However, I was at the dealership for 4 hours as they tried to sell me another car and I was stuck waiting on this rental. I finally received and waited for my car. I didn't hear anything so I had to call them to find out what was going on with my car. They finally told me and I ended up having the rental for a few days. They told me that they would detail it. Well, instead I received a car back with chip crumbs in the back seat and chip wrappers in the back and it clearly had not been cleaned because the seats were filthy. It was issue and issue and promise after promise all summer long. Then the power steering light came on in September. 3 months after I bought the car, then the hazards just started coming on and now this morning the car wouldn't start. I called Sands right away. Their answer was that they wanted nothing more than to make it right, they would refund me the $3000 I put down on the car and they would swap me out for something that I felt comfortable with. We finally had made some sort of a deal on a car that was listed at $27000 on the lot. While drawing up the paperwork I looked on their website and noted that they had the car listed for $22000 on the website. I let them know about this and the supervisor basically told me too bad we already had the numbers worked out. They wouldn't even honor the website price. I asked him questions after questions and he was so rude. At one point in time I was in tears he was so mean, he just laughed and walked away. In no way had they made this situation right. I had driven to their dealership many times, I had taken days off from work, my infant daughter had to hang out there for hours on end while they messed with me it has just been one thing after another with the car and now horrible customer service. They took my $3000 down payment and when I asked the salesman about that he told me it was "long gone" and wouldn't explain to me when in the deal it went. Just horrible. So now I am missing money, I don't have a car I like, the salesman was rude, they made false promises. He promised he would make things right if I came there....never happened.Desired Settlement: They told me they would give me my $3000 back and get me into a new car that actually runs. I expect this!

Business

Response:

With regards to [redacted] complaint, I

[redacted] was tasked with handling a very unhappy customer in the Used Vehicle Department on 9/29/2014. I introduced myself to Mrs. [redacted] and asked her how I could help her, after 2 hours of conversation she told me that she had a service contract and that her car was broken down in her driveway, when she called the used car department the Sales Manager had stated that he would "make it right" on a vehicle if she chose to trade her vehicles in. [redacted] had picked out a vehicles with a list price of 26,999.00 and her interpretation of "Making it right", was to keep her at her current payment that was 179.00 monthly. The Used vehicle Sales Manager had already discussed pricing and payments on the vehicle, the sales price was 26999.00 discounted to 24,999.00 and a trade in value of 13757.00 about 4000.00 more than the [redacted] trade value states. [redacted] expressed she was very unhappy with him for how he had mislead her with his "making it right" statementand he we where all a bunch of crooks, I proceeded to explained to her that she had purchased her vehicles for 15,532.00 and this vehicles was almost 11,000.00 more, there was no way mathematically that we would be able to get to her current payment, at this point I gave her 1000.00 more of a discount making her sales price 23999 and I gave her an additional 1000.00 for her trade as 14757.00 to show her that we are willing to work with her for the inconveniences she has experienced. After about 45 min and 300.00 more of a discount she agreed to 259.00 for 84 months. [redacted] decided to look at one more vehicles before she made her final decision, a 2010 Honda CRV that was in the reconditioning process, when she came back she stated to me that she had looked at the internet price and wanted to purchase the vehicle for the discounted price, I told her that unfortunetly, we had given the best pricing for that vehicles with the highly inflated trade value, that was Sand Chevrolets best deal, at this point I asked her how she want to proceed, either move forward with the deal or I would arrange a loaner car service to take her home and also a tow service to get her vehicles repaired, she became very combative and declined the deal so we arrange transportation home for her and tow service on her currently owned vehicle to be fixed.

Sands Chevrolet, LLC

General Sales Manager

Consumer

Response:

[redacted]:

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.

Regards,

I purchased a 2014 Chevy Truck at Sands Chevrolet about a month ago. The pervious owner was a smoker and the vehicle had cigarette burns on the upholstery. In addition, smelled really horrible due to the cigarette smoke. During my purchase they promised to repair these issues as part of a purchase agreement. They told me that they would contact me within a week to get it repaired. After about to weeks and no response, I contacted Sands about it and I was informed that they still needed to schedule me out. Since then I've been contacting Israel (car salesman that sold me the vehicle) mutiple times and have gotten nowhere with it. Been a month already and still nothing. And to top it off, my brakes started squeaking no more than a week after my purchased, I took it back and the fed me some bs about its just the brake dust causing the noise and that my brakes are fine. It just doesn't feel right purchasing a vehicle that that the brakes are already squeaking. I am paying too much money for this vechile to be this condition. Personally I think this is very unprofessional on their behalf. Now I have to take time out of my day to go down there and figure out what exactly is going on. THIS HAS BEEN THE WORST EXPERIENCE AND SERVICE EVER. I WOULDN'T EVEN RECOMMEND THIS DEALERSHIP THE DEVIL HIMSELF. I AM VERY UNSATISFIED.

Review: My husband and I where very excited when we purchased our 2013 Chevy Silverado, I was happy with the price and terms and it seemed as the entire transaction ran smoothly... That was until it went through financing. My finance Rep, [redacted] at first sight was very knowledgeable and helpful we happen to purchase the truck late Friday night.... So I am sure we didn't have a final approval. It took a few days for this to finally get looked at and the deal closed on monday, April 7. We finally were approved by [redacted], I received a call from the finance guy [redacted], who said the payoff amount was a little incorrect so they needed an extra $228 and some change. Which I was even fine with that and paid that via my debit card. Time started to pass I didn't hear anything, so I ended up giving a call to sand Chevrolet and ask them how the financing going and when [redacted] should be receiving their check for the payoff on our last vehicle. I was told basically they will follow up with me not a problem. Then on the 10th I called in and asked if everything was squared away and if [redacted] received the check. I was then informed by the finance guy, [redacted]. That everything was financed good and that they received the payment from [redacted] and that they will be sending out a check to [redacted] to pay off the loan via [redacted] he also confirmed that it will be sent out within 24 hours. That happened on 10 April, i've then called on 11th of April just to confirm everything and make sure that that check was in fact sent out I did get a confirmation again from [redacted] who did check with the accounting department and they confirm that the check would be sent out or via [redacted] with 1 day delivery.. The reason I was very persistent on this as I was coming close to having my payment almost 30 days past due I only had a few more days to work with and I wanted to make sure I'm not doing a double payment with that once I got the reassurance from [redacted] and he also got the reassurance from accounting that the check was in fact sent out on Friday I didn't pay [redacted] because the payment would've been received within 30 days that they require. I called [redacted] on Saturday the 12th just to see if they received that payment they were closed, so I waited until Monday which happened to be the 30 day mark, and they informed me that they still haven't received the payment they said sometimes it does take a day or two to get into the system and they said not to worry about it that they will go ahead and make sure to back date it on the date that they technically received the payment. I called them on Tuesday again [redacted] still no check received and it should've been [redacted] overnight they asked me if I had a tracking number that they could possibly track the package and make sure that it was in fact sent out to the correct address and have the date for when it was actually sent out. then I called sand Chevrolet asked to talk to the finance department I then talk to some other associate not [redacted] and they reassured me everything was fine that the check was already cut and that they already received the money from GM. Then asked for the tracking number for [redacted] he then transferred me over to the accounting department. No one took the call at all and left two messages one for [redacted] and the other one for [redacted] which happens to be the manager of the accounting department. I called back about 30 minutes later. Tell no response. So then finally I get transferred to [redacted], I sit down with her and explain everything that happened I ask her for the tracking number she then informs me that the shipment never shipped out. She tells me it looks as though the check was cut on Friday and unfortunately she didn't understand why it wasn't on her desk because she's the one who handles the shipment. She did apologize profusely she said let me go ahead and let my manager know so we can figure out what happen with this check. She then transferred me to her manager [redacted] who happens to be the manager of their accounting department [redacted] ask what happened she listens to the story she pulls up my contact information and she told me to hold [redacted] then decides to not put me on hold but transfer the call and she transferred me to a number that just keeps ringing and ringing and ringing I sit and wait on the line for three minutes hoping that she'll get back onto the line but that doesn't happen so I and ended up hanging up the phone I called right back I have to get transferred back to [redacted] she didn't call me back nor did she answer the phone either so I figured maybe she's on the other line maybe I should wait a little bit I'll try and see if I can get in touch with [redacted] so I end up calling [redacted] back and [redacted] doesn't answer either so then I wait 10 minutes and I called back again and again [redacted] doesn't answer nor did she ever call me back. So then I also asked to speak to a manager general manager of the store I get transferred to a manager of the sales department new car sales explain the situation he told me to hold on for second and as I'm holding after waiting a couple minutes I get a call from [redacted] She then explained to me that technically the money didn't come in until Monday they cut the check on Monday they signed it not until today and it was going to be [redacted] to today I ask her for the [redacted] number and lo and behold. They have a fax number now so then I going to my computer while I'm talking to her after I get that number and a notice it's actually sent to the [redacted] system on the exact time where she had hung up the phone or transferred me out and didn't answer didn't answer my calls she was at that point working on my check which leads me to believe that this was just basically fell between the cracks she had a really hard time for apologizing for her behavior or even further listening to me she defended the company which I understand completely but obviously there was some some mistake here. No one wanted to own up to it or confessed that hey look this was done improperly and we apologize. It's completely unprofessional to be hung up on or to transfer someone when you tell them you're going to Put them on hold. And I think it's all too convenient that all of that [redacted] stuff was done the minute that she basically put me on hold or hung up on me. So not only has [redacted] still not received that check yet I now have a ding on my credit report for 30+ days because they can't get their financing in order and because they couldn't get everything resolved in the amount of time and because someone let the check fall through the cracks. I'm beyond livid I now have to live with a 30 day late mark on my credit report for the next seven years and basically I'm just told a while I would recommend to anyone who bought or are thing about purchasing a car here to make sure that you stay on top of it with the financing to make sure that they actually send the check out in the amount of time that they were going to and that they're just not collecting a certain amount of money so they can hold off on paying your previous car loan off i'm completely dissatisfied with the customer service that I was provided. Didn't make a complaint with one of the managers there [redacted] he sent me a quick email basically apologizing for the delay so I can send that to [redacted] but that doesn't help the fact that this is on my credit report number and have nothing but issues.Desired Settlement: A formal letter that has account numbers, processing information and an explanation of what happened and that they apologize that mean was given incorrect information and that the check should have been received before the 30 day late mark. Also I have spent countless hour and wasted a lot of time and frustration taking away from my kids to deal with all of this I think we should receive a 500 gas gift card or check reimbursement is reasonable.

Business

Response:

The [redacted]'s purchased their vehicle on April 4, 2014. I did speak with Mrs. [redacted] on April 15, 2014 regarding her payoff. Mrs. [redacted] was very upset with [redacted] and the information that he had given her. I suggested to Mrs. [redacted] that she speak directly with [redacted] ([redacted]'s manager). I attempted to transfer her call and immediately went to research the [redacted] file. Unfortunately, I did have to leave my desk in order to research the file and called Mrs. [redacted] back when the information that I had. I did apologize several times for Mrs. [redacted] receiving incorrect information regarding her payoff. I explained to Mrs. [redacted] that company policy is that we cannot send a payoff out until we have received funding on the purchasing unit. In the [redacted]'s case, the deal was funded at the same time the deal came into the accounting office for processing. Since some finance companies offer "fax funding" it does speed up the processing. However, in order for the accounting office to process a payoff, the deal would also have to be in the accounting office. We were actually funded by ACH (electronic payment on April 11, 2014). The [redacted] may have generated the payment on Monday April 10, but the electronic process is one day behind at minimum. I did try to explain this to Mrs. [redacted]. I also explained that the payoff check was not issued until April 14 when the deal was processed. I had signed the payoff check on the 14th and the second signature was done the morning of the 15th. The payoff check had already been marked funded and ready for release. We process our [redacted] shipments in the morning and ship in the afternoon. I told Mrs. [redacted] that I would make sure that the payoff went out that day. When you purchase a vehicle it does take a few days to process all of the paperwork. I explained to Mrs. [redacted] that they has purchased the vehicle on the fourth and this was only the 15th, that is really a quick processing time; 11 days. At the time of purchase the [redacted]'s payment was obviously already past due.

I have attached supporting documentation for the deal date, funding date, payoff check, [redacted] shipping and delivery confirmation. I had emailed Mrs. [redacted] with the payoff check copy and the shipping information. I called Mrs. [redacted] immediately when I received a delivery error message and she said that she realized that she did not spell out the email address . I resent the email and had not heard anything back, so I thought the email was received. I was informed by our controller that Mrs. [redacted] had called him and said she still had not received the email. I resent the email on April 17th and copied our controller on that email. The email was sent to the same email address as the second one. The dealer's are given 30 days to perfect a lien on a vehicle and in some cases it does take the full 30 days. I have also asked for the title and registration department to process the [redacted] documents immediately. I tried to explain several processes to Mrs. [redacted] and apologized several times for the incorrect information that she had received. I asked that she try to understand also that the [redacted] file was not the only file that we were processing and we try to process the files in order received. This was not to be rude, but just trying to clear up some of the misunderstanding. We apologize for the confusion and the frustration that Mrs. [redacted] has been through, however, we processed the file as quickly as possible and with the payment already being past due at the time of purchase, this does add additional stress.

Sincerely,

Sands Chevrolet, LLC

Office Manager

Consumer

Response:

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.

1) So my first attachment is from Mr. [redacted], whom did write and informal letter saying there was a delay in the paperwork, which he later admitted. So I did talk to the Finance Director, and I also gave my email address to him to give to [redacted], which I still have YET to receive that email she supposedly sent. I have spelled it out to her on 2 different occasions and left messages with all the staff there at Sands Chevrolet. ( you will see my call log attached)

Mike [redacted] had my email address and was able to email me just fine, I didn't get the email from her including a copy of the check.

2) 2nd Attachment is my call log from the 4/11/14 where I called in and discussed that my loan was funded on the 10th and they would be mailing out the check today, you can see my call log, I called twice and this is what I was informed. one call was placed at 1:46PM I was just transferred and hung up on, Then I called back at 1:47AM and that's when I was informed that my check has been issued to [redacted], Accounting office was open at that time and they verified with them (supposedly)

3) 3rd Attachment is my call log from 4/15/14

4/15/14 I called at 11:15 AM Left a message for [redacted] no response

4/15/14 @ 11:48 AM I spoke with [redacted] she informed me she didn't understand why she doesn't have the check on her desk, she apologized and said let me get you to my manager. Call was transferred to VM.

4/15/14 - Called back and was transferred to [redacted] on 4/15/14 @ 12:08 PM spoke with her for about 2 min was hung up on

4/15/14 Got hung on and tried calling back @ 12:11 PM no answer, asked to speak with a manager was talking with a manager, when [redacted] then called me

Received a call from [redacted] @ 12:13PM

AT THIS SAME TIME, A [redacted] SLIP WAS CREATED AND NOW THEY HAD A [redacted] NUMBER)

4) Attachment 4, is the [redacted] slip created on 4/15/14 @ 12:12PM

I Still am asking for a formal letter, I was lied to, provided horrible customer service, you can see my call log, I was very serious kept getting transferred hung up on or put on long holds. I was originally promised that the funds would be sent out over night on the 11th and it never was. I understand that it takes time, and there were other accounts that needed attention as well but I was lied to, and that's not good business practices, it wasn't until I asked for a [redacted] number that I was given the truth and even then I was hung up on, and made to call back, and that's when the [redacted] number suddenly appeared.

I am asking for a formal letter saying the funds where received on 4/11 into your account and [redacted] was informed that it would have been sent out on the 11th and that was incorrect information it was in fact sent out on the 16th.

In addition this has been a hassle look at the amount of time and energy spent on this, I am still asking for 500 or a new bed liner for the inconvenience of all of this.

Regards,

Business

Response:

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,

Consumer

Response:

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 he vehicle payoff was not late when the vehicle was traded in on the 4th of April. I was promised by the finance department they would be sending out the check on Friday April 11, 2014. I called and confirmed it in which I was told it was already sent out. I still have not received the license in which they supposedly sent out. I did call and speak to the Used car sales manager who informed me that they will have to check on it and will give me a call back in which I never received any call back. I then called again and spoke to someone whom said they will make sore it gets sent out... They confirmed it was sent out on Friday April 25th and I was instructed to wait for it. I feel I have waited long enough. All I was ever asking for was just a letter that I can take to my credit beaur saying I was given incorrect information.

Regards,

Review: Vehicle purchased with specified down payment, after several phone discussions and conversations about whether GAP and/or extended warranty would be included, was advised that they could work it out so that the payment only went up $10. We agreed, and signed paperwork. After purchase, we investigated why we did not receive the refunds for our prior GAP and extended warranty from the vehicle traded in. We found that Sands Chevrolet had arranged for those refunds, which were NEVER part of the conversation, to be sent to them. We have tried numerous times to resolve the issue. We had planned on using the refund for other purposes. We never agreed to using the refunds, nor was their even discussion of it with the sales force. They have NO paperwork signed by us directing anyone to send the refund to Sands. The refund was over $2400.Desired Settlement: $2400 refund and prohibition of these practices.

Business

Response:

Review: We purchased a 2007 Chevy Silverado 2500HD in which I was told it can tow 13,000 lbs. So we bought it. I explained that I am a disabled Veteran, retired and needed a truck that can tow at least that for the 5th Wheel Trailer which I already had money down on. We went to the dealer to pick up our new trailer and after going over the tow capabilities of the truck we are under rated by 3000 pounds. Come to find out this truck is a Chevy Silverado Classic and the gear ratio changes which in turn you loss the tow capacity. If we had been told this of course we wouldn't of made the purchase.Desired Settlement: We would just like to have what we were told.

Business

Response:

We have been in contact with Mr. [redacted]. He is currently out of the state. We have made arrangements to meet with him when he returns and either address his concerns or unwind this transaction.Sincerely,[redacted]Sands Chevrolet, LLCOwner/Operator

Traded in my truck for a newer one. Before I left the questioned was asked "will you be available if the contract has to be redone?"

Prior to this, my Uncle was brought up that he also purchased a vehicle and had to redo his contract, I should've stop at this point.

Truck was traded in on 12 July 15 and my bank, USAA, still has not received their check.

On 16 July, I went back to the dealership to resign my contract - over an address. Mind you now I am in the military.

Tonight, I called my bank, USAA, asking if they received a check yet. Answer was "no"

Done a three way call with USAA and the finance dept of Sands Chevy in Glendale, I was told my the "manager" of finance dept that I was stupid for not contacting USAA about the change.

All the vehicles I've owned and traded, I've never had so many problems or great disrespect.

As a member of the military, I will be requesting that this business be put on "the black list."

[redacted]BUYER BEWARE DISHONEST ALERT[redacted] My son purchased a car from Sands Chevrolet Surprise he is a first time car buyer was taken advantage of (he has some disabilities doesn't understand financial) He knew the salesman and the salesman knew about his problems. Anyway he bought the car and was excited about it so I didn't fight the contract 2 weeks later he took a friends there to get a car unknown to me. He was told if he referred anyone he'd get a referral fee but when he called about it the sales manager said oh we took that off your down payment. How can you take it off a completed contract? His car was purchase 2 weeks before then. I referred a a friend to Camelback Ford and didn't even purchase a car there just knew someone I didn't know about a referral and got a check in the mail for 250.00 . After I got that check I decided to call the manager at Sands, when I called I was told it was up to the salesmen to handle that. So to say the least he was taken advantage of twice!!! Dirty dealership

Review: I took my truck to Sands Chevrolet for repair. They called me and provided me a diagnoses and quote. I authorized the repair. I was called to pick the truck up the next day. When I arrived I paid my bill and then discovered the truck did not start (initial problem the truck was brought in for). I was sent home and told they'd call me. Two days later, they called and I again returned to pick up my truck. Again the truck did not start. They said they'd call me back and sent me home. They ended up having my truck for nearly three and half weeks. Finally they advised me that my truck needed $8000 worth or repairs. I shopped around and found a lower price and advised them. They immediately took $3000 off the repair. While truck was in being repaired I advised them that I needed to know what was wrong with fuel gauge (it wasn't working). They advised when I picked it up all should be fixed. The fuel gauge was not fixed. I returned the truck later and again they told me they'd fix it. They called and gave a price and then later called and said that did not fix the issue. I was also advised I needed $3000 worth of other work done on the truck which I had asked back with the orginal issue what else was needed to fix the truck. I did not want to sink $5000 into a truck that was going to need more work. When I picked my truck up this time, I was charged $300 to diagnose the electrical problem, yet it was not fixed. They advised my after market stereo was causing the problem... Ironically the truck worked fine for over a year with that stereo with no problems. Sands continues to just throw parts and guess what is wrong with the truck. I've spent $5000 on a truck that I could have traded in and used the money on the down payment. When I picked my truck up, the radio was sitting in the back seat with a gaping hole in the dash where is should go. Sands has continued to nickel and dime me. I spoke to the general manager who cursed at me and treated me lower than dirt.Desired Settlement: Sands should refund all or part of my money. They never truly fixed my truck the first time. Had I know all of the other work was going to be needed, a different decision on repairs would have been made.

Business

Response:

Tell us why here...Mr. [redacted] initially brought his 2003 Chevrolet Silverado with 154,583 miles in on 06/17/2015 with a complaint of an intermittent extended engine crank prior to starting. Upon inspection the certified diesel technician verified an external fuel leak from the water in fuel sensor located in the fuel filter housing. This external leak was causing the fuel line pressure to bleed down once the vehicle sat for awhile and therefore created an extended engine crank prior to starting from the loss of fuel pressure. This repair had to be made first before any further diagnosis could be made. Upon installing the new sensor along with a fuel filter the truck started normally and held normal fuel pressure. Upon Mr. [redacted] picking the vehicle up he contacted our service department the following day indicating that the vehicle’s engine quit running on the highway and would not restart. Upon towing in the vehicle the same certified technician found the high pressure fuel injection pump had failed and was not creating enough pressure. Upon further diagnosis the technician found a large amount of fuel in the engine oil and a high rate of fuel returning back to the fuel tank which indicates that one or more of the high pressure fuel injectors is partially clogged and creating an excess amount of pressure. When one side of a high pressure fuel injector nozzle is clogged it significantly increases the pressure of that injector (like putting your finger on the end of a garden hose to make it spray stronger). Upon speaking with Mr. [redacted] he was very upset about the price of the recommended repairs and felt that it should have been found during the diagnosis of the leaking sensor the previous day. We explained to Mr. [redacted] that the diesel fuel injection system requires over 1,000 pounds per square inch in order to start the truck and we only recommended what we actually found wrong at that time. Upon speaking with management the price was reduced significantly to assist Mr. [redacted] as a gesture of goodwill. Mr. [redacted] picked up his vehicle and all diesel fuel systems are and were operating normally. Mr. [redacted] brought his vehicle back in on 08/24/2015 with a concern that the battery & security light were illuminated on his instrument cluster. Mr. [redacted] was again upset that he was going to have to repair his vehicle for another failure and we offered as much empathy as possible however advised him that his was a completely different concern with his vehicle. Upon diagnosing the electrical concern the technician was unable to communicate with several of the onboard control modules. We advised Mr. [redacted] that we needed to start with the body control module as it was the most likely cause of the data line being down. We also advised Mr. [redacted] that upon performing a thorough inspection of his entire vehicle he had a hydraulic brake booster and two power steering lines leaking. Mr. [redacted] authorized the repairs and upon installing the body control module the technician was still unable to communicate with the onboard modules. Upon further diagnosis the technician found an aftermarket control box located behind the aftermarket radio that was failing and taking down the module data communication line. This box is designed to allow the factory steering wheel controls to operate the aftermarket radio. Mr. [redacted] was very unhappy that the body control module did not repair the vehicle and felt that we did not properly diagnose the vehicle. At that point we explained to Mr. [redacted] that upon our initial diagnosis we had advised him that we must first start with the body control module and that may not completely repair his concern. We also decided not to charge Mr. [redacted] for that module as we couldn’t justify it as a failed part. Mr. [redacted] ended up only paying the same labor quoted to replace the body control module although the technician had several more hours clocked in order to repair his truck. Mr. [redacted] spent several days in the meantime discussing the purchase of a new truck from our [redacted]dale location with the general manager [redacted]. Mr. [redacted] did not commit to purchasing a truck when he visited that Glendale location and therefore the trucked was offered to another client for sale. Upon Mr. [redacted] returning the following day to purchase the truck he was very upset to find out the truck was sold. The management team explained to Mr. [redacted] that he did not leave a deposit on the truck and did not even verbally commit to purchase the truck. Mr. [redacted] arrived unannounced to our service department in Surprise to pick up his truck. Upon inspecting his truck he again became very upset because his aftermarket radio was still disassembled from the truck. We explained to Mr. [redacted] that we did not hear back from him on whether he wanted to have the aftermarket control module replaced and therefore left the radio out. We quickly installed the radio and only charged Mr. [redacted] the initial labor quoted to replace the body control module although it was less than half of what it took to diagnose his concern. We have made very attempt to meet Mr. [redacted]’s expectations however we believe that he is frustrated with the fact that he had several expensive repairs that had to be incurred within a short period of time. Nothing further is owed to Mr. [redacted] at this time. Sincerely,[redacted]Sands Chevrolet, LLCService Director

Consumer

Response:

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.There was no complaint of "intermittent" engine crank. The complaint was "The truck does not start and the fuel gauge does not work properly". Once the mechanic "fixed" the external fuel leak, I was called and advised to pick up the truck. When I arrived the truck did not start and would not start. There was no extendended cranking time. The truck simply did not start. I returned a few days later and once again the truck did not start when I tried to leave. They kept my vehicle longer. This took about two weeks total. I finally got my truck to run and I drove it home where it again died on me and would not start. The truck was towed back to the dealership. At this point I was told the "certified diesel mechanic" had given up and they were going to try to have another one look at it. It was a couple days and I received a phone call stating to me that I needed new injectors, a new pump and something else replaced. I asked how this wasn't determined sooner and the answer I received was "We don't know". I was quoted a repair price of over $8000. I stated to the dealership I would need to look around and price that quote elsewhere as that was a lot of money. I found several shops who would do the work for $4500 and I told the dealer that. They immediately dropped the price to $5000. Trying to stay loyal to the dealership I agreed to that price with the condition that this was going to fix the engine and the fuel gauge that was not working. I was told "This is going to fix it". I also asked what else needed to be done, and questioned if it was worth spending the money on an older truck or if I should just cut my losses. I was told "The truck is in great shape otherwise and this will fix everything except for a leaking power steering line which could be fixed down the road. Indeed I was upset as the dealership had my truck for nearly three weeks and could not figure out what was wrong with the truck. Mr. [redacted] (whom by they way I was told no longer worked at the dealership) makes this out to sound like this process took just a couple of days when I reality it took several days and the entire time they kept saying they had fixed the problem and then when I showed up it was not fixed. I explained to them that I had to have a working fuel gauge as I haul a horse trailer with my small child and I could not risk running out of gas, and fuel burn with a trailer is much different than without.On 8/24 when I returned it was because my original complaint that the fuel gauge was not working was still valid and additional things on the console were also not working. Clearly there was still a problem that had not been fixed as requested by the dealership when I originally stated that the fuel gauge was not working.The dealership did replace a module because they said that was the problem. Then after they replaced it, that didn't fix the problem either so they threw more parts at the problem and stated it would be more money. I again questioned this as I had originally asked for them to fix the fuel gauge which was NEVER done. I was also told I had a leaking hydryobooster which was going to cost a a couple thousand more dollars to fix.At no time was I advised that they first needed to replace the body control module to move forward with diagnosis. I was told that was going to fix the problem. I continued to tell them that I did not want to dump thousands of more dollars into this truck. I had spent enough already. I'm not sure what steering wheel controls Mr. [redacted] is speaking of as my truck had NO steering wheel controls for the radio. And the radio, according to the manufactuer is not able to be controlled by stearing wheel controls thus it has a separate remote. Again Mr. [redacted] is blowing smoke.I'm not sure why I had to pay the labor for the BCM because that did not fix the problem. I was quoted a flat rate charge of $135 to diagnose the problem. I actually did not spend several days speaking with the Glendale Location about purchasing a new truck. I called the Glendale location in an effort to speak to an owner because the GM of Sands Surprise had cussed me out and I felt like I was getting a run around. In fact I had spoken with the Surprise location about purchasing a vehicle from them and I only went to Glendale when the truck advertised on their site was actually at the Glendale location. I looked at one truck in Surprise and then before making a purchase I went to the Glendale location to test drive that vehicle with the plans of having it transferred to Surprise.While at Glendale I drive the truck, and told the sales manager I would be back in the morning with my daughter to look at it. I had to measure the size of a hay bail to see if it would fit under the bed cover that was on that truck. I called ahead of time that follwoing morning, said I was on my way up to look at it with her and the sales man said great. When I arrived they informed me the truck had been sold. Interstingly it was parked on the lot and not where they park cars that are being driven or sold.I had previously agreed to make a decision on my truck by the Saturday that I was at the Glendale location. When that deal was dead I called Surprise, spoke to [redacted] in service and asked if my truck was ready and told him I was on my way to pick it up. I did not show up unannounced. In fact, [redacted] went out to my truck with me on the phone and started it up and said was ready to go. Again Mr. [redacted] things he can blow smoke and lie about these things but the facts are just that and my phone records can prove that I did call first.Upon arrival I was given the keys to my truck and I paid my fees agreed upon. When I went to the truck the radio was tore out of the dash and laying in the back seat.My frustration is that Sands Surprise failed to Adequately fix my truck, to adequately advise me that thousands of dollars of more work were needed to fix the fuel gauge problem, all the while knowing I was weighing purchasing a new vehicle or keeping this one. I was very clear to confirm that the original $5000 was going to fix everything minus the leaking hoses. I was told it would.I have since sold the truck to someone. He has found that that the break hydrobooster is working fine, but the truck had several things in the front end that needed fixed, which again were never told to me by the dealer as I kept asking them what else needs to be done... I said go through with a fine tooth comb and tell me everything. They failed miserably in diagnosing the problem (remember it took them almost three weeks to determine I needed injectors and a fuel pump) and they still didn't fix the fuel gauge. I was very clear about needing the gauge fixed as a determining factor on going through with any other repairs.Sands did not meet the obligations of this deal. Certainly they put some work and equipment on the truck, but they did not ever satisfactorily fix this truck.

Regards,

Review: My husband and I purchased a Honda from Sands Chevrolet in January of 2012 from the Fleet department. I have repeatedly asked them to take me off their call list, because I have a relationship with the Fleet guys whom just by chance are no longer with Sands Chevrolet. I have listed the calls below from when I started keeping track

15-Nov Thursday 5:15 PM told them to stop calling and got rude with them as they had been stalking me for a while before this call

2-Dec Sunday 6:16 PM [redacted] told them to stop calling

19-Jan Saturday 10:50 AM didn't answer

18-Jan Friday 4:48 PM missed call, however called them back and talked to ** about taking me off of their list

2-May Thursday 4:59 PM missed call

13-May Monday 6:16 PM answered call and told them I would be filing a Revdex.com complaint

I did receive a call/message sometime between Jan and May from the General Sales Manager [redacted] I think his name is, however I did not call him back. They have turned into Stalkers to try to get me to by a new vehicle from them even though I have no intentions of trading in the Honda I purchased from them.Desired Settlement: Please have their sales and customer service departments stop calling me.

Business

Response:

First, I would like to express my apologizes to Mr. and Mrs. [redacted]. It is never our intention to "stalk" our customers. This is the first notification that I have received to remove the [redacted]'s phone number from our data base. Effective immediately, I personally removed the phone number from our system. If data had already been pulled, I would not be able to prevent a call. Please allow 2-3 days for this to be completed. If after the 2-3 days you receive calls, please call me directly at [redacted].

Sincerely,

Sands Chevrolet, LLC

Office Manager

Sands Chevrolet in surprise az. Is practicing "yo-yo " or on the spot deliveries. I recently purchased a 2014 silverado and was called 12 days after signing a contract at 6.5 % interest. And took the vehicle home. They stated I needed to come back to the dealer to resign a new contract with a different lender. The new contract was at 13.5 % interest. I was forced to return the vehicle. I would not recommend purchasing from sands Chevrolet in surprise Arizona.

I STOPPED BY SANDS CHEVROLET IN SURPRISE YESTERDAY 7/18/2013 TO LOOK AT CARS FOR MY SON WHO IS TURNING 17. I ALSO HAD MY TWO TWIN 13YR OLD DAUGHTERS WITH ME. I JUST PULLED IN TO LOOK AT A FEW CARS WHEN ONE OF MY DAUGHTERS SAID "LOOK AT HER MOM" AND IN FRONT OF THE ALLSTATE INSURANCE OFFICE A VERY TALL BLOND CAME OUT TO APPARENTLY SMOKE A CIGARETTE AND CALLED OVER TO ONE OF THE SALESMAN THAT WAS WALKING ABOUT TWO ROWS FROM US AND SHE STARTED GYRATING HER HIPS AND DOING INAPPROPRIATE MOVES WHILE TOUCHING HER OWN [redacted].. THE SALESMAN OF COURSE JUST LAUGHED.. I PERSONALLY THINK NOTHING COULD BE MORE INAPPROPRIATE AND WAS EMBARRASSED TO HAVE MY CHILDREN SEE. I TOLD THEM TO GET BACK INTO CAR AND WE IMMEDIATELY LEFT.. WE WILL NEVER RETURN OR RECOMMEND SUCH AN ESTABLISHMENT THAT CONDONES THIS KIND OF BEHAVIOR AGAIN...

Review: I WAS CALLED SEVERAL TIMES BY SANDS WITH THEM ASKING ME TO COME IN AND UP GRADE MY CAR, TELLING ME MY PAYMENTS WOULD STAY THE SAME, I DIDN'T NEED NO MONEY DOWN, AND THEY WOULD GIVE ME A GOOD PAYOFF ON MY CAR WITH LITTLE GOING TOWARDS MY NEW CAR. WENT IN ON 4/26/14 AND SPENT ABOUT 6 TO 7 HOURS THERE , SIGNED ALL MY PAPER WORK AND WAS TOLD IT WAS A DONE DEAL. THEY HAD ME CANCEL MY INSURANCE ON MY CAR AND PUT IT ON THE NEW CAR. ON 4/29/14 THEY CALLED ME ASKING FOR MY CHECKSTUBS. ON 5/1/14 I WAS HARASSED AT DAY FROM THEM CALLING ME WHILE I WAS AT WORK DEMANDING I COME IN TO THE DEALERSHIP, I TOLD THEM I WAS AT WORK AND HAD AN APPT. WITH MY DAUGHTER AT SCHOOL AND COULDN'T GET THERE UNTIL ABOUT 8;15-8;30.. I WENT IN AND THEY STARTED ASKING ME FOR MONEY DOWN AND TELLING ME I NEEDED A CO SIGNER AND A HIGHER PAYMENT. THIS WAS A WASTE OF MY TIME AS I TOLD THEM TO KEEP THE CAR . SALESMAN HAD A REAL BAD ATTITUDE TEARING THE PAPER PLATE OF THE CAR AND ACTING VERY CHILDISH.Desired Settlement: I WANT THE 40 IN TV I WAS TO GET FOR PURCHASING THE CAR AND FOR THEM WASTING MY TIME.

Business

Response:

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