Today was my first visit to Team Superstores in Vallejo, CA I scheduled an appointment for an oil change on my Cadillac SRX I walked into the service department and stood waiting in front of the service advisor (later advised his name was ***) who completely ignored me He turned around and started a conversation with someone from the service repair department, who told him that he has a customer This service advisor (***) says, "no I don't, I'm helping someone else"NO ONE ELSE WAS THERE!!!!!! I was completely surprised and a little peeved, that I was ignored and put off like that He could have at least acknowledged me to say someone else could assist me I complained to the service manager, [redacted] , who told me, "oh that was ***, he has a sense of humor and is always joking I advised, he was not joking, he was serious If this is the kind of customer service that is given at Team Superstores, Vallejo,CA, I will gladly take my car someone elseGuess I'm just spoiled by the excellent customer service I receive at Coliseum LexusI should have stuck with Lexus instead of Cadillac
Mr***
Owner/President
Team Superstores
***
More important, this corresponded should have been presented to you in 2015; however, it was delayed due to life concerns that needed to be addressedHowever, it is my sincere hope that it will be applied to those noted herein, and the delay treated as a mere oversightThis said, please accept this correspondence as my acknowledgement of awesome services from your team
Sir, please accept my apology for the delay follow response to the survey regarding the customer service of the following staff memberMs*** I would be overly remised if I did not present this statement to you, and each of them, since I am of the opinion that the survey itself falls terribly short of addressing their level of skill and professionalism
Their individual attributes combine compliments them as a team that should never be broken upMs*** saw my son and myself looking at your inventory of cars, and approached me with this hand extended, firm, and a smile that could seal the deal with any prospective buyerHer overall knowledge of the automobile that we were looking at was exceptionalHowever, more importantly it was her refreshing honesty, when she wasn't sure about a questions that I posed regarding a car, or process thereof
However, I would return to test drive a selected car, and was greeted by Mr***When I asked about Ms***, I was politely informed that her certification did not extend to the vehicle I was interested inI first thought this be a tad odd, however, the transition from working with Ms*** would become like kind and similar with Mr***, each were timely in their personal presentation, and each were very much hands and knowledgeably throughout the entire processBy hanI am referring to their collective and individual management/treatment of the buyer, myself
Mr*** made it a point of contacting me by telephone about his schedule to make himself available for me at any given timeEqually as Ms***, Mr*** displayed a level of honest which made me more comfortable towards the end result of buying the vehicle I selectedThe Test drive over, we moved forward to the paperwork to follow, and Mr*** explained that I would be meeting with Mr*** to bring this purchase to closure
The seamless next step was my meeting with Mr***, Sales Manager, was like meeting an old friend that one grows up with in the same neighborhoodPolite, and accommodating within the operational procedures of the company, and also very well versed in his own rightHe was straight to the point, and never wavered when a questions was posed to him regarding financing, or the comprehension of contractual statementIn between questions we shared laughs about raising our children, and the image of individuals bonded by family, presented within their work life, as did Ms*** and Mr***Awesome
My signature obtained, and the deal is closed, and as Mr*** ruffled through the papers his head rose, and spoke in a faint whisper to Mr***: "You're a good man." Why? Mr*** had given the sale of the vehicle I purchased to Ms***Awesome! As I Stated in the opening of this letter, they individually compliment the team overall because of the professional attributes that they bring to the table to the customer, themselves, and as a team
What was the underling reason for me going with Team Superstores, I was looking to receive consideration on a new purchase from prior a purchaseI could have walked away at any time, and went elsewhereHowever, it was the team of professionals that had the pleasant opportunity to work with regarding the purchase of the vehicle I selectedThis is an exceptional group of individuals that brought you in as a guest to sample their wares, and stay awhile without being pressured
As a one time Chief Operations Officer for an insurance company, and having built customer service models to better engage the buying public, I've learn that treating people real since of professional comfort is the foundation of growing or maintaining an organizationThis team worked with me to get me to a place of comfort, and provided me with a car that has been nothing but greatThis is a team that is a valued compliment to your company, and its collective staff, which they survey will, nor cannot capture in a scripted survey
In closing, Ms***, Mr***, and Mr***, that you for your kindness treatment and professionalismEach of you are a complement to your profession, and a major asset to the TEAM you createdCompanies of like kind will only be just that-like kindHowever, they lack what you have brought to your professional industry a Team of awesome professional, and winners
Thank you
Sincerely yours,
***
Initial Business Response /* (1000, 5, 2015/10/19) */
The complaint is in response to a visit from 10/2/where the customer came in to address a concern with the engine not starting, vehicle was towed into our shop
Upon inspection it was determined that the vehicle had two codes stored
in vehicles system, one was a Pfor the exhaust solenoid valve and a Pfor the catalytic convertera diagnosis was performed and determined that the exhaust solenoid valve was badTechnicians recommendation was to replace the valve first then recheckAfter replacement of the valve codes were reset and vehicle was road tested, no codes came backCustomer was advised as noted on the repair order that is the code Pcomes on again the catalytic converter would have to be replacedThe customer returned two days later with the light on and the only code present was the P
Even though Team Superstores has not done anything wrong we do care about our reputation and we care about our customers so in the name of customer satisfaction Team Superstores has agreed to reimburse the customer charges incurred for the no start concernPlease be advised that vehicle customer drove the vehicle back to the shop to look at the check engine light that is on and not towed into the shop
Initial Business Response /* (1000, 5, 2014/06/19) */
this customer purchased a used Prius for $in February of with 132k miles on it and did not purchase an extended warrantyThe warranty on the battery ended at 150k and it is our understanding the car has somewhere around
180k on it now (in any event over the warranty miles allowed from ToyotaMy service manager offered to help as did I, but this would still require participation by the customer and she only wants it done for free which will never happen to a used car sold over a year ago with 50,less miles on itToyota also shows no maintenance ever being done at a Toyota dealershipAs far as what she says about the salesman, he denies this and he is a good long time employee who has NEVER had a complaint.As you are aware, there are several items signed as part of any car deal that covered any promised items, items or any other disclosure to prevent things just like this
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response shows no offer of a discount as there is no dollar amount offered to what the discount would be
We have documentation of all maintenance done on the Toyota Prius from various facilities outside of the Toyota dealership
The Salesman is lying as after we purchased the vehicle I spoke to several people (family/friends) about why we purchased the Toyota Prius and they will attest that I did tell them that the salesperson told us we could use the Prius in the carpool lane as I was excited about the commute time being shortened and about the yellow sticker and I couldn't stop talking about the purchaseAnd these individuals are respectable people and have no reason to "lie" on my behalf on the Toyota Prius purchaseTwo individuals that I talked to about the Toyota Prius was a COO of a hospital and a Director of Health Informatics and they can tell you that I mentioned to them that the Salesperson told me that we would be able to commute on the carpool lane
I have no reason to lie about the misrepresentation on the Toyota Prius purchase and am willing to take any necessary steps to get this resolved that is feasible and fairI am the consumer and I'm stuck with a vehicle that isn't doing what I was TOLD that it would do for me by the salesperson
Final Business Response /* (4000, 9, 2014/06/26) */
we cannot do anything about a he said/she said that allegedly took place months ago regarding something that is not in our control like the HOV stickerIf we were aware of a problem like this after the sale of a vehicle, we would have just refunded the money and addressed things right away, this is why we have an A+ ratingSo if the real problem is the battery, we are happy to help as we have stated earlier, I can be more exact if you please tell me the current mileage on your car
thank you
I regret the day that I ever bought a Chevrolet. Even though I did not purchase my vehicle from this dealership, their customer service is horrible. I began having a problem with my car not starting back in August 2015. It happened to me approximately 3-4 times and I had to jump the battery so I thought that was the issue. Before I took it to Team Superstores to address the issue I had the battery checked and there was no problem but I decided to take it in to be on the safe side. Unfortunately, the mechanics could not diagnose why I was having this issue but made sure to find something else wrong with my vehicle because after all, these dealerships are only in it to make money off of consumers. Fast forward to 6/2/2016, as I am on my way to a graduation my vehicle starts jerking and cuts off on me. I towed it to Team Superstores in hopes that they could diagnose the problem. I received a call from [redacted] that informed me that the initial diagnostic would be $150. The following day I receive a call from [redacted] once again stating that his mechanics could not find what was wrong and that everything was testing fine. This sounded ridiculous coming from a Chevrolet dealership and my car is a Chevrolet. He then continued to tell me that it would be an additional $150 to continue diagnosing the problem. I would have been more understanding had he mentioned that to me in the initial conversation but he did not. I made a visit to the dealership to get an update since I had not heard anything back regarding my vehicle. Before I could speak to Dallas, I had an encounter with an angry tow guy visiting as well. There was a long line inside and I could tell people were irritated from waiting. The guy decides to cut in front of me and I politely tell him where the line is. All of a sudden he began to yell profanities at me as if I had said something wrong. No one in the dealership acknowledged what took place, apologized or even told the guy to leave the establishment. I was left in complete shock and could not believe what happened but being that I work with mentally ill patients, I have more patience then most so I ignored the guy. I told one of women who worked there and she brushed it off as if it were "okay" behavior. When I finally had an opportunity to speak to [redacted] I was already shook up. He informed me that I may need a new engine. He was not definite in the diagnosis but of course made it clear that they were ready to continue charging me for labor. What a way to break news to a customer who was just cursed out by an angry customer. To top it off, he then suggests that I take a look at new vehicles just in case my car truly needs a new engine. I am sorry but I don't have thousands of dollars to spend on another car when I still owe on my vehicle and I am being told that the labor could cost $7000. All I could say is that, It would be helpful if Chevrolet Representatives could be honest with customers or at least give them a piece of mind instead of guessing what the problems are. It is also not fair that the customer has to continue to pay for service when all the reps continue to say is, "I don't know what's wrong". I left the dealership because I had to get to work. I finally received a call and got a diagnosis on my vehicle and a new engine it is! The disappointing part of all this is that I took my vehicle into the shop before because my car would not start and instead of the mechanics doing due diligence and finding the problem, they repaired something else that had nothing to do with my complaint. I wholeheartedly believe that because Team Superstores was negligent in diagnosing my vehicle in 2015, that this is why my vehicle is no longer running. I have had issue after issue with this piece of junk. The first year of owning the vehicle there was a transmission leak. Then there were two recalls in which the newest recall was never addressed. I have had the water pump replaced along with other repairs that is not necessary for a newer vehicle. I would highly suggest to anyone looking to purchase a vehicle, to stay away from Chevrolet and Team Superstores. They are nothing but a bunch of dishonest and money hungry salesmen. I do not know how well these people sleep at night knowing that they continue to get over on customers. To make matters worse is that, the manager [redacted] could care less how my experience was. I informed him that I had issues with the car not starting and he tells me, " how were my guys supposed to know when you first brought it in to check the compression valves".? Hmmm maybe because they're mechanics and that is what my complaint was to begin with. This place is a joke and so are the other dishonest staff. They will definitely hear from my lawyer because I sure did get a lemon out of the bunch. Stay far away from this dealership!!!
Today was my first visit to Team Superstores in Vallejo, CA. I scheduled an appointment for an oil change on my Cadillac SRX.
I walked into the service department and stood waiting in front of the service advisor (later advised his name was [redacted]) who completely ignored me. He turned around and started a conversation with someone from the service repair department, who told him that he has a customer. This service advisor ([redacted]) says, "no I don't, I'm helping someone else". NO ONE ELSE WAS THERE!!!!!! I was completely surprised and a little peeved, that I was ignored and put off like that. He could have at least acknowledged me to say someone else could assist me.
I complained to the service manager, [redacted], who told me, "oh that was [redacted], he has a sense of humor and is always joking. I advised, he was not joking, he was serious.
If this is the kind of customer service that is given at Team Superstores, Vallejo,CA, I will gladly take my car someone else. Guess I'm just spoiled by the excellent customer service I receive at Coliseum Lexus. I should have stuck with Lexus instead of Cadillac
Today was my first visit to Team Superstores in Vallejo, CA I scheduled an appointment for an oil change on my Cadillac SRX I walked into the service department and stood waiting in front of the service advisor (later advised his name was ***) who completely ignored me He turned around and started a conversation with someone from the service repair department, who told him that he has a customer This service advisor (***) says, "no I don't, I'm helping someone else"NO ONE ELSE WAS THERE!!!!!! I was completely surprised and a little peeved, that I was ignored and put off like that He could have at least acknowledged me to say someone else could assist me I complained to the service manager, [redacted] , who told me, "oh that was ***, he has a sense of humor and is always joking I advised, he was not joking, he was serious If this is the kind of customer service that is given at Team Superstores, Vallejo,CA, I will gladly take my car someone elseGuess I'm just spoiled by the excellent customer service I receive at Coliseum LexusI should have stuck with Lexus instead of Cadillac
Mr***
Owner/President
Team Superstores
***
More important, this corresponded should have been presented to you in 2015; however, it was delayed due to life concerns that needed to be addressedHowever, it is my sincere hope that it will be applied to those noted herein, and the delay treated as a mere oversightThis said, please accept this correspondence as my acknowledgement of awesome services from your team
Sir, please accept my apology for the delay follow response to the survey regarding the customer service of the following staff memberMs*** I would be overly remised if I did not present this statement to you, and each of them, since I am of the opinion that the survey itself falls terribly short of addressing their level of skill and professionalism
Their individual attributes combine compliments them as a team that should never be broken upMs*** saw my son and myself looking at your inventory of cars, and approached me with this hand extended, firm, and a smile that could seal the deal with any prospective buyerHer overall knowledge of the automobile that we were looking at was exceptionalHowever, more importantly it was her refreshing honesty, when she wasn't sure about a questions that I posed regarding a car, or process thereof
However, I would return to test drive a selected car, and was greeted by Mr***When I asked about Ms***, I was politely informed that her certification did not extend to the vehicle I was interested inI first thought this be a tad odd, however, the transition from working with Ms*** would become like kind and similar with Mr***, each were timely in their personal presentation, and each were very much hands and knowledgeably throughout the entire processBy hanI am referring to their collective and individual management/treatment of the buyer, myself
Mr*** made it a point of contacting me by telephone about his schedule to make himself available for me at any given timeEqually as Ms***, Mr*** displayed a level of honest which made me more comfortable towards the end result of buying the vehicle I selectedThe Test drive over, we moved forward to the paperwork to follow, and Mr*** explained that I would be meeting with Mr*** to bring this purchase to closure
The seamless next step was my meeting with Mr***, Sales Manager, was like meeting an old friend that one grows up with in the same neighborhoodPolite, and accommodating within the operational procedures of the company, and also very well versed in his own rightHe was straight to the point, and never wavered when a questions was posed to him regarding financing, or the comprehension of contractual statementIn between questions we shared laughs about raising our children, and the image of individuals bonded by family, presented within their work life, as did Ms*** and Mr***Awesome
My signature obtained, and the deal is closed, and as Mr*** ruffled through the papers his head rose, and spoke in a faint whisper to Mr***: "You're a good man." Why? Mr*** had given the sale of the vehicle I purchased to Ms***Awesome! As I Stated in the opening of this letter, they individually compliment the team overall because of the professional attributes that they bring to the table to the customer, themselves, and as a team
What was the underling reason for me going with Team Superstores, I was looking to receive consideration on a new purchase from prior a purchaseI could have walked away at any time, and went elsewhereHowever, it was the team of professionals that had the pleasant opportunity to work with regarding the purchase of the vehicle I selectedThis is an exceptional group of individuals that brought you in as a guest to sample their wares, and stay awhile without being pressured
As a one time Chief Operations Officer for an insurance company, and having built customer service models to better engage the buying public, I've learn that treating people real since of professional comfort is the foundation of growing or maintaining an organizationThis team worked with me to get me to a place of comfort, and provided me with a car that has been nothing but greatThis is a team that is a valued compliment to your company, and its collective staff, which they survey will, nor cannot capture in a scripted survey
In closing, Ms***, Mr***, and Mr***, that you for your kindness treatment and professionalismEach of you are a complement to your profession, and a major asset to the TEAM you createdCompanies of like kind will only be just that-like kindHowever, they lack what you have brought to your professional industry a Team of awesome professional, and winners
Thank you
Sincerely yours,
***
Initial Business Response /* (1000, 5, 2015/10/19) */
The complaint is in response to a visit from 10/2/where the customer came in to address a concern with the engine not starting, vehicle was towed into our shop
Upon inspection it was determined that the vehicle had two codes stored
in vehicles system, one was a Pfor the exhaust solenoid valve and a Pfor the catalytic convertera diagnosis was performed and determined that the exhaust solenoid valve was badTechnicians recommendation was to replace the valve first then recheckAfter replacement of the valve codes were reset and vehicle was road tested, no codes came backCustomer was advised as noted on the repair order that is the code Pcomes on again the catalytic converter would have to be replacedThe customer returned two days later with the light on and the only code present was the P
Even though Team Superstores has not done anything wrong we do care about our reputation and we care about our customers so in the name of customer satisfaction Team Superstores has agreed to reimburse the customer charges incurred for the no start concernPlease be advised that vehicle customer drove the vehicle back to the shop to look at the check engine light that is on and not towed into the shop
Initial Business Response /* (1000, 5, 2014/06/19) */
this customer purchased a used Prius for $in February of with 132k miles on it and did not purchase an extended warrantyThe warranty on the battery ended at 150k and it is our understanding the car has somewhere around
180k on it now (in any event over the warranty miles allowed from ToyotaMy service manager offered to help as did I, but this would still require participation by the customer and she only wants it done for free which will never happen to a used car sold over a year ago with 50,less miles on itToyota also shows no maintenance ever being done at a Toyota dealershipAs far as what she says about the salesman, he denies this and he is a good long time employee who has NEVER had a complaint.As you are aware, there are several items signed as part of any car deal that covered any promised items, items or any other disclosure to prevent things just like this
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response shows no offer of a discount as there is no dollar amount offered to what the discount would be
We have documentation of all maintenance done on the Toyota Prius from various facilities outside of the Toyota dealership
The Salesman is lying as after we purchased the vehicle I spoke to several people (family/friends) about why we purchased the Toyota Prius and they will attest that I did tell them that the salesperson told us we could use the Prius in the carpool lane as I was excited about the commute time being shortened and about the yellow sticker and I couldn't stop talking about the purchaseAnd these individuals are respectable people and have no reason to "lie" on my behalf on the Toyota Prius purchaseTwo individuals that I talked to about the Toyota Prius was a COO of a hospital and a Director of Health Informatics and they can tell you that I mentioned to them that the Salesperson told me that we would be able to commute on the carpool lane
I have no reason to lie about the misrepresentation on the Toyota Prius purchase and am willing to take any necessary steps to get this resolved that is feasible and fairI am the consumer and I'm stuck with a vehicle that isn't doing what I was TOLD that it would do for me by the salesperson
Final Business Response /* (4000, 9, 2014/06/26) */
we cannot do anything about a he said/she said that allegedly took place months ago regarding something that is not in our control like the HOV stickerIf we were aware of a problem like this after the sale of a vehicle, we would have just refunded the money and addressed things right away, this is why we have an A+ ratingSo if the real problem is the battery, we are happy to help as we have stated earlier, I can be more exact if you please tell me the current mileage on your car
thank you
I regret the day that I ever bought a Chevrolet. Even though I did not purchase my vehicle from this dealership, their customer service is horrible. I began having a problem with my car not starting back in August 2015. It happened to me approximately 3-4 times and I had to jump the battery so I thought that was the issue. Before I took it to Team Superstores to address the issue I had the battery checked and there was no problem but I decided to take it in to be on the safe side. Unfortunately, the mechanics could not diagnose why I was having this issue but made sure to find something else wrong with my vehicle because after all, these dealerships are only in it to make money off of consumers. Fast forward to 6/2/2016, as I am on my way to a graduation my vehicle starts jerking and cuts off on me. I towed it to Team Superstores in hopes that they could diagnose the problem. I received a call from [redacted] that informed me that the initial diagnostic would be $150. The following day I receive a call from [redacted] once again stating that his mechanics could not find what was wrong and that everything was testing fine. This sounded ridiculous coming from a Chevrolet dealership and my car is a Chevrolet. He then continued to tell me that it would be an additional $150 to continue diagnosing the problem. I would have been more understanding had he mentioned that to me in the initial conversation but he did not. I made a visit to the dealership to get an update since I had not heard anything back regarding my vehicle. Before I could speak to Dallas, I had an encounter with an angry tow guy visiting as well. There was a long line inside and I could tell people were irritated from waiting. The guy decides to cut in front of me and I politely tell him where the line is. All of a sudden he began to yell profanities at me as if I had said something wrong. No one in the dealership acknowledged what took place, apologized or even told the guy to leave the establishment. I was left in complete shock and could not believe what happened but being that I work with mentally ill patients, I have more patience then most so I ignored the guy. I told one of women who worked there and she brushed it off as if it were "okay" behavior. When I finally had an opportunity to speak to [redacted] I was already shook up. He informed me that I may need a new engine. He was not definite in the diagnosis but of course made it clear that they were ready to continue charging me for labor. What a way to break news to a customer who was just cursed out by an angry customer. To top it off, he then suggests that I take a look at new vehicles just in case my car truly needs a new engine. I am sorry but I don't have thousands of dollars to spend on another car when I still owe on my vehicle and I am being told that the labor could cost $7000. All I could say is that, It would be helpful if Chevrolet Representatives could be honest with customers or at least give them a piece of mind instead of guessing what the problems are. It is also not fair that the customer has to continue to pay for service when all the reps continue to say is, "I don't know what's wrong". I left the dealership because I had to get to work. I finally received a call and got a diagnosis on my vehicle and a new engine it is! The disappointing part of all this is that I took my vehicle into the shop before because my car would not start and instead of the mechanics doing due diligence and finding the problem, they repaired something else that had nothing to do with my complaint. I wholeheartedly believe that because Team Superstores was negligent in diagnosing my vehicle in 2015, that this is why my vehicle is no longer running. I have had issue after issue with this piece of junk. The first year of owning the vehicle there was a transmission leak. Then there were two recalls in which the newest recall was never addressed. I have had the water pump replaced along with other repairs that is not necessary for a newer vehicle. I would highly suggest to anyone looking to purchase a vehicle, to stay away from Chevrolet and Team Superstores. They are nothing but a bunch of dishonest and money hungry salesmen. I do not know how well these people sleep at night knowing that they continue to get over on customers. To make matters worse is that, the manager [redacted] could care less how my experience was. I informed him that I had issues with the car not starting and he tells me, " how were my guys supposed to know when you first brought it in to check the compression valves".? Hmmm maybe because they're mechanics and that is what my complaint was to begin with. This place is a joke and so are the other dishonest staff. They will definitely hear from my lawyer because I sure did get a lemon out of the bunch. Stay far away from this dealership!!!
Today was my first visit to Team Superstores in Vallejo, CA. I scheduled an appointment for an oil change on my Cadillac SRX.
I walked into the service department and stood waiting in front of the service advisor (later advised his name was [redacted]) who completely ignored me. He turned around and started a conversation with someone from the service repair department, who told him that he has a customer. This service advisor ([redacted]) says, "no I don't, I'm helping someone else". NO ONE ELSE WAS THERE!!!!!! I was completely surprised and a little peeved, that I was ignored and put off like that. He could have at least acknowledged me to say someone else could assist me.
I complained to the service manager, [redacted], who told me, "oh that was [redacted], he has a sense of humor and is always joking. I advised, he was not joking, he was serious.
If this is the kind of customer service that is given at Team Superstores, Vallejo,CA, I will gladly take my car someone else. Guess I'm just spoiled by the excellent customer service I receive at Coliseum Lexus. I should have stuck with Lexus instead of Cadillac