Sands Chevrolet At Surprise

Review: talked personally to [redacted], finance rep for sands(@ surprise) on 12-3-13 about who was responsible party for license refund. he advised [redacted] would send me check. I had just pd for car in Oct. 2013 therefore knew a refund was coming. He advised check would take about 45 days, which web site noted also. On Jan 10, 2014, I contacted [redacted] by phone and talked to a [redacted] and asked about refund status. She advised Sands was responsible for refund not [redacted]. She stated Sands pd $212.11 which I had noted when I received AZ Vehicle Registration in late nov. Registration noted a credit of $285.47. Total registration was $472.08. Sands estimated license cost @ $487.58 on paperwork. Based upon these costs, if Sands only pd. $212.11, my refund from Sands should be $275.47.(487.58 minus 212.11). I contacted on their web site on 1/10/14 and have not been contacted by them. That is why I am taking this action!Desired Settlement: nothing else, will not deal with this dealership again and will not recommend to people in Yuma.

Business

Response:

Sands issued a refund check to [redacted] on January 03, 2014 to Mr. [redacted] in the amount of $271.47. I am not sure who [redacted] was that Mr. [redacted] had spoke with as we do not have a [redacted] in Finance at any of our locations. We apologize for the delay in issuing Mr [redacted]'s refund, however we are on a monthly billing with our title processing company and recently changed computer service providers ourselves. We hope this resolves Mr. [redacted]'s concerns.

Sincerely,

Sands Chevrolet, LLC

Office Manager

Sands Service Department need an overhaul. First, about a year or so ago, I had an issue with the air conditioner, so I mentioned it to the service person when he did my oil change, he opened the hood, jiggled a couple wires and said "looks ok to me". Nothing was done about it. Same issue, took into service, said they changed out something, "works ok now". Not!! Back to service for the 3rd time, they kept it for a day and a half, changed this and that. 100% fixed. On my way home(I live in Buckeye), it started blowing hot air again. I'll just deal, obviously no one knows what to do with it. Then I get a recall on a coolant problem, so I take it in. Looked at it, said it was fine, topped off fluids. Five days later, my engine is over heated and I'm sitting on the side of a dark road at 8 o'clock at night. I have to call a tow truck to tow it to Sands, this was Saturday night, they had it until Monday afternoon, it was coolant overflow(go figure), radiator cap and thermostat. I asked if the thermostat would cause issues with the air blowing hot air intermittently while the air conditioner was on. They said absolutely. Wow. I also asked them to change the oil while it was there, I would not have to come back, when I picked up the car, I had asked if it was done, he looked at the paperwork and said "yes, but let me make sure the reset it" They didn't, but he did. On my way home again, I noticed that the same oil sticker was in the corner, it wasn't changed. I pulled off the road and looked at the paperwork, myself, no mention of oil change. I turned the car around went back to service dept and asked them to show me where it said it was changed. "Oh, I guess it wasn't, but do you have time now. I said no I didn't, that it was suppose to of been ready. Oil gauge set for 100% oil, oil change didn't happen. I won't go back, except to turn the car in, in 5 months. Oil change will be done somewhere else. Would not deal with them again and I would advise you not either. Wish I would of read the other review first before stepping foot in there.

I have 8 trucks in the last 12 years. The last 2 have been from Sands in Surprise. I also have a helped a friend purchase a and get another great deal form them. The reason I will continue to do business with them and send my friends is because of their after care. They had a mishap on the lot with my truck and caused some damage. [redacted] in service went above and beyond to remedy the situation. He is a class act and is a great person to have in your corner. I will continue to do business with them. I will also send my friends to buy cars from [redacted] one of the sales managers. He is a very easy person to work with. Bring you negotiating shoes or ball cap. He is fun to work with. Over all they take care of you and want you to be a return customer and that means a lot to me. You never know who you should buy from. I am brand loyal to Chevy and was never dealer loyal. Now I have both the brand and the dealer. Thank you [redacted] and [redacted] and Sands Chevrolet in Surprise.

I've never given a review or lodged a complaint on anything until now. My family has purchased multiple vehicles from this dealership. The following issues have caused us to take our business to a competitor, report their performance to Chevrolet and inform potential customers to shop elsewhere.
1) Repeated phone calls to our home trying to get me to trade in my car for a new model. After repeated requests to have them stop calling us failed, we had to call Chevrolet coporate offices to report the issue and even then, we still got calls.
2) Inconsistent information given to us from the service and parts department. Regarding a recall, I was repeatedly given conflicting information on how it was handled, wait times, length of service.
3) Failure to fulfill promises by the service department. I own a Chevy Cobalt and several deaths occured due to faulty ignition, so this was a significant issue to get resolved. I was repeatedly told the service and/or parts department would contact me to let me know when the recall part arrived. Over four months, I had to call them to get a status update and I was told the part came in awhile ago. Their failure to simply contact me as they promised caused me to wait for months needlessly for a repair I have wanted to complete as soon as possilbe. In addition, there were times I cslled to check on the status during those months and when they couldn't help me, they promised to call me back either within an hour or before the end of the day. Every time that happened, I never got a call back and it was once again up to me to contact them. During this entire time, I never received an apology or explanation for any of this.
4) Rude and unprofessional behavior from the service and parts departments. My last call to the parts department was the final straw. I was originally told both in writing by Chevy and verbally by Sands' service department the repair would take 90 minutes but up to 2.5 hours, so I planned on it taking the full 2.5 hours. When I called to schedule the appointment, I was told it would take all day. When I protested, he changed his story to 3-4 hours. At first, I explained I was already frustrated with both departments. His response was to laugh as if it was no big deal. When I got angrier and explained I was specifically upset due to the change in service time, he got very defensive and said, "well what if something goes wrong? This is a big repair and if something goes wrong, they may need more time". I explained (again) that I wasn't upset because it would take 3-4 hours, the length of time for the repair was not why I was angry. I was upset because they should have told me that in the first place when I initially asked so I knew what to prepare for. That the overall issue was not being told incorrect and conflicting information throughout this process. Once again his response was very defensive, bordering on anger. I responded by saying when you have an angry customer due to their mistakes, you should apologize and try to resolve the issue, not get defensive and escalate the issue even further. That his response was unacceptable to me and I wanted to speak to the manager (who wasn't available.) It is now several hours later and I have not heard from the manager. I have left another message for him to call me. At this point, due to the rude and unprofessional behavior and lack of proper follow through on promises, I do not trust them to touch my car and have scheduled the repair with another dealership.
My family and I have given Sands multiple chances after multiple issues with unwanted phone calls at home, service, parts and above all, a lack of apology or any attempt to amend our grievances. I strongly advise anyone considering purchasing or receiving service from Sands to go elsewhere.

Review: The airbags in my 07 Denali XL went off and being from an automotive background and a dealership employee I figured that the dealership would be happy to assist me with dealing with the manufacturer and helping me resolve my issue. Instead I was ignored and told that "if I hadn't launched my vehicle the airbags would have not went off" by the GM and with a finger being waged in my face. my vehicle was overlooked by at least a dozen people whom half being lube techs that have little experience, laughing and pointing out small imperfections that would have nothing to do with the airbags deploying. When I returned home I connected my scanner, that is used by numerous automotive technicians throughout the country and found that the airbags deployed because of the driver door sensor. the dealership never plugged my truck in to see if there was anything they could find with the computers on the truck like I stated they only ridiculed me and my vehicle's exterior.

I also forgot to mention that I was kicked off the property and told that I was going to be put in jail by the GM after getting upset about the coment out launching my truck. Also the service manager steve was not a pleasant experience either.Desired Settlement: I want my vehicle fixed, I am not sure that I am comfortable with this dealership touching my vehicle seeing that the customer service is beyond unsatisfactory. at the very least I want the owner down to be aware of this situation. An apology at the very least is expected.

Business

Response:

When Mr. [redacted] came into our service department he was very disruptive, loud, cursing and rude to everyone in the area. Our Service Manager [redacted] was trying to help Mr. [redacted], but Mr. [redacted] was in a Saturday the extended warranty company and [redacted] were both closed. We could not obtain approval for the repairs to be done under warranty and therefore could not approve for a loaner vehicle to be given. We did take pictures of the under carriage and under wheel well areas of the vehicle. There is extensive damage to the shocks, wheel well and brackets that would not be caused by normal wear and tear. Mr. [redacted] did ask Mr. [redacted] to leave our premises when he continued you curse and told Mr. [redacted] if he did not calm down we be forced to call the police to have him removed from our premises. We apologize for not being able to help Mr. [redacted] in the manner in which he was hoping, but without prior approval we could not give him a loaner vehicle free of charge, we did tell him that if he took a rental we could adjust payment arrangements once we knew whether the repairs would be covered.Sincerely,[redacted]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.

The damage to the undercarriage was there when I bought the vehicle 6 months ago, they told me if I didn't launch my vehicle the airbags would not have went off. The front airbags never deployed. Second the way I was portrayed when I got to the dealership is false. I was pretty calm considering the circumstances. Once I was accused of launching my vehicle with a finger being wagged in my face I lost my cool and I was told to leave or I would be arrested not removed from the property. So basically the entire response I received is void due to extensive lies and lack of researching the situation.

I

Regards,

Business

Response:

As Mr. [redacted] states there were several techs that overlooked his vehicle. What they were seeing was not "small imperfections" but extensive damage. We tried to explain the Mr. [redacted] that the manufacturer or the extended warranty company would have to approve these repairs before any work could be performed; we could not just make the repairs and hope that the manufacturer and/or extended warranty company would reimburse the dealership. As with any insurance and/or warranty claim, there are policies and procedures that have to be followed in order for the claim to be honored. These policies and procedures include, but are not limited to the owner following and maintaining regular repairs and maintenance to the vehicle. Since Mr. [redacted] was here on a Saturday and both the manufacturer and the extended warranty companies were closed we could not get the repairs approved and therefore could not give Mr. [redacted] a rental or loaner vehicle at no expense to him. This was unacceptable to Mr. [redacted] and unfortunately out of our hands. We Mr. [redacted] became upset and cursing in the customer area, we asked for him to leave. Mr. [redacted] has not been back in for us to have his repairs submitted for approval.Best Regards,[redacted]Sands Chevrolet, LLCOffice Manager?

Review: My problem is with the paint on a new vehicle purchased in 2013 on a Chevrolet Suburban. I purchased the vehicle and noticed water hardness all over the vehicle. I took the vehicle back 3 days later to have them rectify the problem. They created swirls in the paint job and burnt the clear coat on the vehicle. I took the vehicle back several times after to find out they could not fix the problem.

I also have had issues with vibrations from the front of the vehicle while driving at speeds above 45 miles per hour. I have had the vehicle into service greater than 4 times to repair the same issue. The dealership has replaced tires and rims on the vehicle with no luck. They feel that is a ride characteristic of the vehicle and it is not a warranty issue.

The vibration of the vehicle feels like it could possibly turn into a safety issue which could cause harm to me and my family.Desired Settlement: Replace the vehicle

Business

Response:

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]

[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

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. 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]

Business

Response:

Sands has been trying to assist Mr. [redacted] with a GM repurchase. All repairs that Sands completed have been approved by GM under warranty guidelines. Our understanding is that Mr. [redacted] file has been forwarded to GM legal and all inquiries and/or documentation should be referred to GM Legal department.

Thank you,

Office Manager

Sands Motor Company, Inc.

Sands Chevrolet, LLC

Sands Imports, LLC DBA Sands Kia[redacted]

Phone ###-###-####

Fax ###-###-####

Review: On 3-113-1612 pm we drove to a dealer several miles from our home to get an online special. Chase from sands Chevrolet had helped us but never even offered us water. It was hot outside and so the truck we wanted to look at was not on the lot. So chase said I need to pick up the truck you want at the transfer station so he said I'll be right back. In 30 mins. We left to get something to eat and came back and he still was not there. Nobody ever called us nor informed us on where he is at nor situation. So an hour later he pulls up and tells us the other truck that he was going to pick up was sold but it was all a lie after I carefully viewed the online add vin # with the truck. We clearly told him we want all black interior and he brought us one with gray seats. We left and he told us he will knock off 10k. We went back on 3-15-16 finance manager Joe from sands Chevrolet who did not want to provide me with the financial institution who was going to fund the loan. He refused to provide me the information nor was it on the contract. I told him I have the right to know give me that information to advise I will opt out of loan. I also told him I don't want the extended warranty and he refused to remove off loan. me and my wife have had a bad experience in the office so then I told him I wanted to speak with his manager who name is Howard who refused to even come into the office. So I walked up to Howard and told him since you guys can't help me here's truck and keys. I asked him to go look at truck to inform I'm returning truck.Howard just sat in his chair laughing and told me this is private parking we will tow truck and that I need to park truck at Walmart. I do not want loan is what I told him, I also instructed them to do not cash the $5000 down pmt check due to financial issues. All the customers who were in the lobby were in total shock and had made sands Chevrolet look real bad. This has personally caused health issues for me and my wife. It was all a scamDesired Settlement: I want an apology from all staff even receptionist who never greeted us. This was all a bad experience with the dealership. I have asked do not cash check no funds in bank and here's truck back no deal due to bad contract. Nobody was helpful like the way they do business at Toyota

Business

Response:

Mr. and Mrs. [redacted] came back in on March 16, 2016 and we were able to find them a truck that better fit their needs and wants. The [redacted]'s left happy and concerns have been resolved.If you should have further questions and/or need additional information, please feel free to contact me at ###-###-#### or [redacted]@sandschevrolet.com .Sincerely,Cherie V[redacted]Sands Chevrolet, LLCOffice Manager

Consumer

Response:

On March 16 we did go back to Sands Chevrolet and we were able to get into a different Silverado however the upset and downfall was our payment went back up almost $20 more a month. After the whole experience on March 13 me and my wife have lost complete trust in how the dealership conducts business. It was very traumatizing and no customer should ever experience such bad experience. I will not go to sands Chevrolet again. I will not recommend anybody to sands Chevrolet. I am to scared to ask for anything due to the unfair and inappropriate behavior. When we go to a Toyota dealership they put there customers first. Overall we drove off with a 2016 Chevy Silverado however we look back and cannot forget the horrible experience we have received on March 13. Till this day we never received an apology courtesy call nor letter. This is a serous matter hoping nobody ever goes through this horrific nightmare. Also beware the dealership was not even in compliance, they had open files as we were admitted into the office containing account customer information. I wonder if there auditors know about this. Think about it that is your bank info and personal info out there.

Business

Response:

We apologize for the manner in which Mr. [redacted] feels he was treated while at our dealership and while going through his purchase transaction. Our General Management staff has reached out to Mr. [redacted] to try to further resolve his concerns and issues. Please understand, that it is the financing institution that has the final decision on the customer’s loan amount, term of the loan and the payment amount. The dealership tries to get the customer the best loan available based upon their credit history and approvals from lending institutions. We have offered to assist Mr. [redacted] with discounted services and/or complimentary oil changes. Mr. [redacted] would just need to contact Denise Anderson to receive these discounts for future repairs and/or services. Sincerely, Chad H[redacted]Sands Chevrolet, LLCGeneral Manager

They are the worst dealership ever they said that they are doing me a FAVOR FOR FIXING MY CAR WHEN MY CAR IS STILL UNDER WARRANTY

I would NOT recommend Sands Chevrolet.

Despite having purchased an SUV from this dealership five years ago (and that experience was OK at best), I have since gone back to purchase on two separate occasions based on an ad that ran in the paper. Both times the dealership would not honor their newspaper price and did everything they could to direct me to another vehicle that cost more money. Plain and simple - this is a "bait and switch" tactic. If you are reading this review, it's best just to avoid this dealership altogether.

My wife and I went to Sands Chevrolet to purchase a 2014 Chevy Equinox that we had test driven from their dealership a few days earlier. With us, we took a coupon that Sands Chevrolet Surprise had distributed to tens of thousands of people in the West Valley via the AZ Republic. The coupon states "BRING IN THIS AD FOR AN ADDITIONAL $500 OFF YOUR PURCHASE!" with the fine print reading "Must bring in ad to redeem", "Must buy new or used", "not valid on purchase before 11/1/13", "must be 18", "must have valid drivers license". We met all of their requirements AND brought the ad with us. During negotiations that took almost five hours and being presented with three different offer sheets, the dealership never once had the $500 OFF as part of their offer NOR DID THE DEALERSHIP AT ANY TIME during our negotiations acknowledge our questions about the $500 coupon. The dealership (i.e. Sales Manager "[redacted]" deliberately ignore our direct and repeated questions about the $500 off. The coupon also stated we would receive walmart gift cards which we were never given. We did NOT receive the $500 OFF as their own coupon stated.

Was very satisfied with all the help I received in getting me a new vehicle. I had a very bad experience at another dealer just days before I came to this one. They were able to get me the payments I wanted and a car suitable for my family needs. Thank you [redacted].

Review: My wife and I we bought a new car and 2008 it is a Chevy HHR LT as the Revdex.com knows Chevy dealers you about the recall and still sold the vehicles I told the Chevy dealer our car was shutting off going down the hill to hill has bumps he told us to come in and they would give us a loaner vehicle until the parts were available. After 50 days our car in the dealership they called us to come get it in the car washed and vacuumed inside and out my problem is we stopped at a gas station to get gas I rolled my window down on the driver side I rolled down to back windows rolled down passenger front window and it would not work it just sinning my wife and I both know the window was working because we went to get a bite to eat before we get the car and we rolled the window down and it was working then the dealership with Telling me that they couldn't say if it was working or not more or less saying I brought it in broke and trying to say they broke it I do not know how to resolve this at all busy when GM Corporation and the dealerships are all working together to conspire against the consumers the dealership told me that I probably brought brought it in broken I don't understand this. [redacted] and [redacted]Desired Settlement: I would like to GM dealership to fix my window and then when I go pick it up not to have anymore problems surely can't be a problem to do this

Business

Response:

The [redacted]'s brought their 2008 Chevrolet HHR in for the ignition recall on May 5th 2014. Parts were ordered and the [redacted]'s where put into a loaner vehicle until the parts arrived and installed, the repair order was closed on July 11th. Sands Chevrolet washed the vehicle and filled with fuel. The [redacted]'s came into pick up and Mr. [redacted] stated I have you two removes. The Service Writer did not recall Mr. [redacted] giving him two remotes? But we gave Mr. [redacted] the benefit of the doubt and gave him a new key fob remote and programmed. We then received a phone call from Mr. [redacted] stating his front right window in not working. We explained that we did not roll any of his windows down at anytime while the vehicle was here. Mr. [redacted] called GM for assistance and was turned down. In closing, we offered Mr. [redacted] to do the repair at cost to try and assist. He turned us down! Sands Chevrolet did not cause his window to fail and as you can see we have been more than fair with the [redacted]'s.

The worst exp in buying a car. I bought my new 2014 car 3 weeks ago. When I bought it we agreed upon tint for the windows and was assured that I would get a call within a day or so. A week later I called and they said they were trying to get ahold of me. Funny the phone never rang. They scheduled me for the tint appointment and upon my arrival they had no idea why I was there... they were also supposed to take care of the very bad water spots. Well I sat in the waiting area for over 2 hours waiting for the shuttle to take me to work. Well that never happened. I had to call someone for a ride. They were also supposed to call me when my car was done. This they also failed to do so I went back 9 hours later to find that the tint was done however the water spot were still there. They told me I could bring it back and they would take care of it. The following Monday I bring the car back and also inform them of a new issue. The spring is now sticking out of the back of the seat. They say they will take care of it and even have a manager look at it. I then wait for over an hour for a ride to work. Upon returning to check on my car (I tried calling to check status but no one could tell me anything) I find that they have a new seat cover on order for the seat but the water spots were not taken care of. They tell me they are sorry and ask me to come back the next day. I was very upset by this point and asked for them to keep the car and make it right. They at this point give me a loaner and informed me the car would in fact be ready tomorrow. The next afternoon comes and we have not heard anything on the car so we return to the service dept to check and the car was in fact done however they had taken a buffer to the car buffing the clear coat down. You could see the swirl marks all over the hood. When saying something they said we could bring in back for 4 or 5 days and they could repaint it. When getting home I called to speak to the manager of the service dept and was hung up on 3 times by the woman at the service counter. They last time she says a few swear word and request that I not call again. So I choose to call and talk to the sales manager [redacted] which was very helpful and felt very bad. He got to the bottom of thing and called back and requested for us to bring the car back in and choose a new car which we did. You would think it would stop there and they would now start to do what they say they were going to do. This is not the case. I was suppposed to get a call to set up for the tint on the new car. The service dept has not done this. So I call the service manager that sold me the 2nd new car but he was way too busy to talk to me after leaving several messages and stopping by. The sales dept is now telling me that I can bring the car in but they cant assure it will be worked on cause now the tint dept isnt avail to talk to. So the cycle is starting all over again. This is the 3rd car we have bought from them and used to only look to them for our new cars however I will not go back again. They talk and dont back it up and the service dept is a joke. They are so quick to point fingers at everyone else. They even went as far as ask us to give them a perfect score on the survey we get and they will give us a free car wash and 10 gallons of gas. What a joke. I would suggest everyone to choos a different dealer.