Thorobred Chevrolet, Inc.

Mr. [redacted] came to Thorobred Chevrolet on or about 11-29-13 to look at used vehicles he was considering purchasing. Mr. [redacted] mentioned in his complaint that he looked at two used vehicles and one was priced correctly but the 2005 Toyota Highlander stock number ####### was painted...

incorrectly by an outside vendor at $6.995 when it should have been $9,995. The printed retail price label on the Highlander was $13,995, our internet sale pricing was correct at $9,995 and the painted price on the windshield was intended to match the internet sale price of $9,995. The $6,995 painted price on the Highlander was obviously incorrect because the low Kelley Blue Book wholesale price was $11,739 as shown in the attachment. When our Used Car Manager discovered this error he apologized for the error and offered to make a further goodwill price adjustment for Mr. [redacted] to further reduce the correct $9,995 sale price and also offered our employee pricing on other vehicles in stock. Mr. [redacted] declined these goodwill offers and left. When Mr. [redacted] left our Used Car Manager had the incorrect price scrapped off the Highlander's windshield. The pricing error was unintentional and the correct $9,995 for the Highlander was a very good price for which this vehicle was sold. I apologize for this pricing error and I still am willing to extend our goodwill employee pricing offer on other non-limited production vehicles in our used vehicle inventory if Mr. [redacted] is still in the market for a good used vehicle. 

Sincerely,

Vice President

Thorobred Chevrolet

Mrs. [redacted] and her husband [redacted] purchased the new 2015 Chevrolet Tahoe from Thorobred Chevrolet on 3-1-14. The [redacted] have been to our service department several times for concerns related to the entertainment systems and some other components in the Tahoe and our service department...

repaired the components that were causing the concerns. Some of the electronic concerns the [redacted] described to our service department were intermitent and and our service department was unable to duplicate the concern while the Tahoe was here so we were not able to complete a repair. The [redacted] contacted Chevrolet to have Chevrolet repurchase the Tahoe and Chevrolet declined to repurchase the Tahoe.The Tahoe has been a very good product that is covered by an excellent 3 year or 36,000 mile bumper to bumper warranty and a 5 year or 100,000 mile powertrain warranty and our service department will continue to do our best to resolve any future concerns with the Tahoe as long as we can duplicate or diagnose the concern. If the [redacted] are interested in trading out of the Tahoe for a different vehicle I would give them the best goodwill deal I could on the trade-in and purchase of another vehicle. The [redacted] had 28,825 miles on the Tahoe  when it was in for service on 6-15-15 and the current bumper to bumper warranty expires at 36,000 miles. If the [redacted] decided to keep the Tahoe I would be willing to sell them an extended service contract at our employee cost to minimize any future repair expense.Sincerely,[redacted]Vice PresidentThorobred Chevroletcc: file

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response from Mr. [redacted] is FALSE. The goodwill adjustments I was offered was $11,485.64. There were no other offers, there was no "employee pricing" on anything. Furthermore his staff had told me that they knew of the price and it had been there all day black friday, and nobody bothered to change it. If your staff notices an issue and they do not correct it, there is liability and it is fraud. Mr. [redacted] should be ashamed of his response as it is riddled with inaccuracy. I try and frequent family owned establishments and support small business, it is clear to me that Thorobred Chevrolet has become bigger than they can control with any degree of quality. Mr. [redacted] I would suggest you hire people of integrity in the future as your current staff is more than willing to trick honest consumers.Regards,[redacted]

[redacted] did purchase the 2008 [redacted] that was involved in this repair at Thorobred Chevrolet and brought the vehicle to our service department for a check engine light repair as documented on the attachment repair order copy number [redacted] dated 9-16-14. One of...

our senior certified technicians checked the evap purge valve and the charcoal canister and as he removed them water poured out of the lines and the components were full of water. The water in the parts would only occur if the vehicle was in high water. The service consultant then called the [redacted] to get an approval for the repair and [redacted] declined the repair because of the circumstances that were the cause of the repair. We get paid about the same amount for customer or insurance to do repair work and very little when we only diagnose and don't make a repair. There is no reason we would say the parts were full of water if they weren't. We would much rather see an insurance company pay for a qualifying repair than have the customer pay for the repair, but we are not going to misrepresent the diagnosis for the repair to an insurance company to gain a repair job.Our Service Director contacted the [redacted] again today to find out why they authorized and paid for this repair when the [redacted] claims office originally declined this repair for our service department. [redacted] indicated that when the [redacted] claims office originally declined this repair for our service department their representative made a mistake on the new claim and failed to look at the entire file and the original diagnosis and authorized and paid the claim in error.I am sure [redacted] has no knowledge of what causes a vehicle to malfunction, as is the case with most customers when the vehicles are as complicated as they are today. There was no intent on the part of Thorobred Chevrolet to "rip this customer off" as [redacted] claims. The third party insurance inspector did not see the vehicle in the original condition. Our original diagnosis was correct. [redacted]'s mechanic was able to repair the vehicle and the mechanic processed and got paid for a claim that was due to insurance company error that also resulted in her not having to pay for the repair herself. Thorobred Chevrolet made the correct original diagnosis that was the cause of the check engine light and did nothing wrong so I ask that your office close this complaint. Sincerely,[redacted]Vice PresidentThorobred Chevrolet, Inc.

3-20-14[redacted]

Revdex.com[redacted]

 

Re: Complaint ID# [redacted] vs Thorobred Chevrolet

I have reviewed the complaint and the Sales Manager who worked with [redacted]...

was a newer employee and he told me he consulted another one of the Sales Managers about the car [redacted] was interested in. The newer Sales Manager said he probably wasn't clear enough in describing the situation to the other Sales Manager or the General Sales Manager and told her the wrong thing about there being a required trade-in rebate on the new [redacted] was inquiring about. I am the owner and the Sales Manager never consulted me about this transaction. Researching this matter I found out that the $13,995 price of the new [redacted] involved was incorrect and should have been $14,995 and the price was in the process of being corrected on all of the website postings. Some website corrections take place faster than others and I am not sure what website still showed the incorrect price. The new [redacted] stock number [redacted] involved in this matter has already been sold and a similar new [redacted] stock number [redacted] is currently on sale at the correct $14,995 price plus tax and fees if [redacted] is still interested in this vehicle or we have other similar new [redacted]s coming in soon that I can sell at the $14,995 sale price.

If [redacted] is only looking for a new vehicle for $13,995 or less we have multiple new [redacted] or [redacted] in the $11,395 to $13,995 price range plus tax and fees or I can give [redacted] a goodwill price for a number of late model used [redacted]s for $13,995 or less plus tax and fees.

I apologize for the error our newer Sales Manager made during this transaction and after my research I am sure his error was unintentional error as a newer employee. If [redacted] is still in the market for a new car I will personally review any future transaction here to give [redacted] goodwill pricing that is better than our employee pricing.

 

Sincerely,[redacted]

Vice President and General Manager

Thorobred Chevrolet, Inc.

cc:file

Revdex.com As I mentioned in my previous 6-27-15 response Thorobred Chevrolet has repaired allof the concerns the [redacted]es had with their 2015 Tahoe and I am unaware ofany remaining outstanding unresolved concerns with their Tahoe. The Tahoe is covered by an excellent Chevrolet 3 year or 36,000 mile bumper tobumper warranty and a 5 year or 100,000 mile powertrain warranty. If the[redacted]es decide to keep the Tahoe as a goodwill gesture I offered to sellthem an extended service contract at our employee cost.If the [redacted]es want a no charge service contract I suggest they contact theChevrolet Customer Assistance Department at [redacted] to see if Chevroletwill give them a no charge service contract. Sincerely, [redacted]

[redacted]Vice President Thorobred Chevrolet cc:file

[redacted] had her 2008 Chevrolet Equinox with 98,387 miles towed into Thorobred Chevrolet on or about 4-7-15 after our Service Department closed. It appears this is the first time Ms. [redacted] has brought her Equinox to Thorobred Chevrolet's Service Department. The reason the Equinox was towed in was...

because it would not start and Patty one of our Service Consultants tried to contact Ms. [redacted] multiple times and left messages for Ms. [redacted] to call Patty back. Ms. [redacted] and Patty kept trying to call each other multiple times and did not reach each other so Patty gave Ms. [redacted] Patty's personal cell phone number so it would be easier for Ms. [redacted] to reach Patty.They finally connected and Ms. [redacted] approved the repair of her vehicle's faulty ignition relay switch. The repair was completed and Patty gave Ms. [redacted] a goodwill discount which brought the repair bill to only $78.02. Ms. [redacted] paid for the repair and picked her vehicle up on or about 4-15-15, and evidently the repair was satisfactory because we have not heard from either Ms. [redacted] or you office.The ignition switch failure on Ms. [redacted]'s Equinox was due to use and the age of the vehicle and was not caused by Thorobred Chevrolet. Both Ms. [redacted] and Patty just kept missing each other every time they tried to contact each other and Patty made multiple attempts to contact Ms. [redacted] to try to talk to Ms. [redacted] about the repair of her Equinox. I tried to respond to the Revdex.com complaint but the system would not accept a response so I am sending my response in this email.Please contact me if you need any additional information, or close this case with a satisfactory resolution if there are no additional concerns related to this matter.Sincerely,John [redacted]Vice PresidentThorobred Chevrolet[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. Despite what the Vice President states, I have a thorough knowledge of vehicles, having worked in a mechanic shop for many years as well as working on my personal racing vehicle. I can assure you that I know the damage water can do to a vehicle and this truck has never been, nor will ever be submerged in high water. If this vehicle had been "submerged in high water" as they state, the insurance company would have found water damage in many other areas of the vehicle, including the engine and transmission, as well as the floor. They found no evidence of ANY water damage. After I reported the insurance company's findings to the warranty company they reviewed the file and approved the claim within 10 minutes. I worked with the same gentleman that spoke with the mechanic at Thorobred and he is the one that spoke with his supervisors and took care of this issue. To find out that Thorobred has again contacted them and tried to cause problems with our extended warranty is very distressing to me. If any other claims are denied at this point, I can only see this as Thorobred's attempt to further undermine us. If our extended warranty is no longer going to be honored because of Thorobred, I would like the amount we paid for the warranty refunded as well. Additionally my mechanic inspected the vehicle BEFORE Thorobred and saw no indications of any water damage. He removed the canister and no water came out of it or anywhere else. I have been working with the same mechanic for 3 years and they have been extremely honest and helpful, especially during this whole process. They would have told us they saw water and they would have repaired the vehicle themselves. Instead they indicated that the PCM was something that was covered under the warranty and we wouldn't have to pay the $100 deductible if we took it to a dealer. They choose to give away business and money because it was the right thing to do. I also took this vehicle to another dealership where they determined the same problems as my mechanic. They stated they did not see any evidence of water damage as well. I would appreciate if Thorobred would cease in contacting our extended warranty company and stop causing us further problems than they already have. This has been a nightmare for us that should have never happen and I find Mr. [redacted]'s response to be as rude and disrespectful as the rest of our experience with this dealership. I have attached our letter from the insurance company regarding the denial for water damage and I have attached the invoice from our mechanic, showing their diagnosis.Sincerely, [redacted]

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. Although I have to disagree with the "phone tag" comment, I was never given Patty's personal phone number, I was always transferred to her voicemail. It was later discovered that Patty was calling the wrong number which I didn't understand because she called me twice and left 2 messages on the number I left with the dealership. I can easily provide a call long from my phone company and show how many times and what numbers I called to reach Patty. Besides that comment I am very satisfied with the service and I have written several good reviews about my experience with the dealership on multiple review sites such as Yelp. I was very pleased with the service department manager, he was polite and met me half way with repairs. I wasn't expecting anything, I just wanted my car back and the department went above and beyond assisting me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I wished I read the reviews here first. Let me state that I've had all my GM cars serviced here over the years and although this is my first experience with trying to buy a car at Thorobred, I've bought many cars over the years at many different dealerships. But, this is my first time leaving a review - so you know it was exceptionally bad. Also, I first registered a complaint at Thorobred and talked with another manager before deciding to leave this review.

My son and I were out looking for his first car. This should be a memorable time, but, it ended up being memorable for all the wrong reasons. My son had found a car in their "bargain corral" that he liked and the advertised price was just Ok, but, good enough to start the process. After the test drive we started the process of their traditional back/forth with the manager with lengthy time intervals in between. Then the manager comes out and starts in that the advertised price is the best they can do. So I asked for 2 small interior plastic pieces be fixed and since it only had 1 Key, to provide a 2nd key. He refused. They also added a $200 "window etching fee"? What? Like I'm afraid that the Bargain Corral car would get stolen? ;-) So first of all, the advertised price isn't the price, they do the various dealer add-ons and refuse to remove them. So for the 2nd key, he said that he'd give me employee pricing and that it would only cost like 25 bucks! REALLY? Now you won't even throw in a 25 buck 2nd key?

So they wouldn't do anything for a long standing service customer or trying to make my son's first car experience exciting. In fact they ruined it. So they traded a short term gain on long term losses because they lost me as well as my son's future business. Very short sighted.

All that to say, read the negative reviews - those are real. Also, after my complaint, they did nothing and blamed me for the back and forth stuff with the manager. Like I should just accept the car as is and accept their dealer add-ons and accept their sticker price.

In all my car buying experiences, I've never been treated this poorly before. I'm sure Thorobred scratches their heads wondering why Costco, True car and the like are taking off. Gee, I wonder why?

Thanks Thorobred for keeping the Used Car Manager stereotype alive, for blaming the customer for everything, and for ruining my son's first car experience.

I negotiate a price on a Chevy Malibu in writing via email. When I showed up to the dealership the sales person came out with a deal sheet that was 1,200 more than the starting price negotiated I asked him to change it to the negotiated price I have in writing a sales manager came out and started the high pressure tactics. I walked out is disgust of the lying and deception to which I was subjected to.

Review: I purchased a 2015 Chevy Tahoe LTZ and it's a lemon. I have all the paperwork documenting everything and the dealership refuses to fix the situation. They are rude and disrespectful.Desired Settlement: I would like Chevy to replace the vehicle with a new one. The vehicle has serious issues, it's a brand new vehicle and they cannot seem to fix them

Business

Response:

Mrs. [redacted] and her husband [redacted] purchased the new 2015 Chevrolet Tahoe from Thorobred Chevrolet on 3-1-14. The [redacted] have been to our service department several times for concerns related to the entertainment systems and some other components in the Tahoe and our service department repaired the components that were causing the concerns. Some of the electronic concerns the [redacted] described to our service department were intermitent and and our service department was unable to duplicate the concern while the Tahoe was here so we were not able to complete a repair. The [redacted] contacted Chevrolet to have Chevrolet repurchase the Tahoe and Chevrolet declined to repurchase the Tahoe.The Tahoe has been a very good product that is covered by an excellent 3 year or 36,000 mile bumper to bumper warranty and a 5 year or 100,000 mile powertrain warranty and our service department will continue to do our best to resolve any future concerns with the Tahoe as long as we can duplicate or diagnose the concern. If the [redacted] are interested in trading out of the Tahoe for a different vehicle I would give them the best goodwill deal I could on the trade-in and purchase of another vehicle. The [redacted] had 28,825 miles on the Tahoe when it was in for service on 6-15-15 and the current bumper to bumper warranty expires at 36,000 miles. If the [redacted] decided to keep the Tahoe I would be willing to sell them an extended service contract at our employee cost to minimize any future repair expense.Sincerely,[redacted]Vice PresidentThorobred Chevroletcc: file

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 last time we took my vehicle in we spoke to a salesman about trading it in and he offered us $7,000 less for a trade than the other dealerships we have spoken with. And when my husband asked him about that he stated "well , the vehicle has issues". We were both stunned! We love the vehicle that's why we have kept trying to stay with Chevy. My car has been in the shop 12 times in a little over a year. It's a $66,000 vehicle, I have had to miss time from work and my kids activities because of this vehicle. We believe an extended warranty should be given to us. I have owned several vehicles and this dealership has the worst customer service I have ever seen.

Regards,

Business

Response:

Revdex.com As I mentioned in my previous 6-27-15 response Thorobred Chevrolet has repaired allof the concerns the [redacted]es had with their 2015 Tahoe and I am unaware ofany remaining outstanding unresolved concerns with their Tahoe. The Tahoe is covered by an excellent Chevrolet 3 year or 36,000 mile bumper tobumper warranty and a 5 year or 100,000 mile powertrain warranty. If the[redacted]es decide to keep the Tahoe as a goodwill gesture I offered to sellthem an extended service contract at our employee cost.If the [redacted]es want a no charge service contract I suggest they contact theChevrolet Customer Assistance Department at [redacted] to see if Chevroletwill give them a no charge service contract. Sincerely, [redacted]Vice President Thorobred Chevrolet cc:file

Review: The selling price online shows a certain amount well below the MSRP of the vehicle. I read all of the disclaimers and information regarding how they came to that price. When I went into the dealership they stated that the price online includes a "trade-in markdown". I advised that it doesn't state that anywhere on the website and the salesman brought over the manager. I explained the situation and he stated "are you sure it doesn't say that? We recently updated our disclaimers." I told him I could pull it up on my phone and he stated that it was still the trade-in price. He "talked to the owner" of the business and then said he could "meet me halfway" in the price. I told them they needed to honor the price because the stipulations were not listed but they would not.Desired Settlement: They need to adjust the price and sell the vehicle for the amount listed. They also need to either stop advertising that price or at least add the information to their disclaimers and make it easy for consumers to read and understand.

Business

Response:

3-20-14

Revdex.com[redacted]

Re: Complaint ID# [redacted] vs Thorobred Chevrolet

I have reviewed the complaint and the Sales Manager who worked with [redacted] was a newer employee and he told me he consulted another one of the Sales Managers about the car [redacted] was interested in. The newer Sales Manager said he probably wasn't clear enough in describing the situation to the other Sales Manager or the General Sales Manager and told her the wrong thing about there being a required trade-in rebate on the new [redacted] was inquiring about. I am the owner and the Sales Manager never consulted me about this transaction. Researching this matter I found out that the $13,995 price of the new [redacted] involved was incorrect and should have been $14,995 and the price was in the process of being corrected on all of the website postings. Some website corrections take place faster than others and I am not sure what website still showed the incorrect price. The new [redacted] stock number [redacted] involved in this matter has already been sold and a similar new [redacted] stock number [redacted] is currently on sale at the correct $14,995 price plus tax and fees if [redacted] is still interested in this vehicle or we have other similar new [redacted]s coming in soon that I can sell at the $14,995 sale price.

If [redacted] is only looking for a new vehicle for $13,995 or less we have multiple new [redacted] or [redacted] in the $11,395 to $13,995 price range plus tax and fees or I can give [redacted] a goodwill price for a number of late model used [redacted]s for $13,995 or less plus tax and fees.

I apologize for the error our newer Sales Manager made during this transaction and after my research I am sure his error was unintentional error as a newer employee. If [redacted] is still in the market for a new car I will personally review any future transaction here to give [redacted] goodwill pricing that is better than our employee pricing.

Sincerely,

Vice President and General Manager

Thorobred Chevrolet, Inc.

cc:file

When I called about pricing regarding a truck, I was very clear about the specifications. More specifically, a 'crew cab'. The truck we needed to purchase had to be a 'crew cab' to comfortably fit full size car seats in the back seats. It was a non-negotiable for us, and I made that clear to the salesman as well. I was given pricing on the truck we wanted and it was 100% in our price range, excited about finally finding a dealership that had what we were looking for, looking forward to not dealing with any more dealerships, and thoroughly excited about purchasing a vehicle. On the phone I went through my specifications again, and I was told yes to all of them and that this was the price, so I set up an appointment for the next available time. I told the salesman that I needed him to e-mail me a price breakdown and the list of specifications for the truck. I was 100% shocked when I got the e-mails to find that the truck we were talking about was NOT a 'crew cab', and upon calling the salesman about it he said that the price for a 'crew cab' was close to $2,000 more! Normally that would not be an issue, but for a growing family that needs to stay within a budget that is a huge difference. After pointing the discrepancies out to the salesman; he neglected to return any of my phone calls or e-mails.
I did not appreciate, nor do I ever want to work with a dealership or car salesman that is willing to do the 'Bait and Switch' on me. Allowing business practices like that to occur, so they can get me in the dealership, try to make me love a new truck, and then try to get me to rationalize paying a larger amount of money is not something I take kindly too. That situation completely crossed the line. I will not go to their dealership to give them my future business because I am well aware of the type of business practices they condone, and I will not be referring anyone to them.
Anyone who does decide to go to their dealership should be careful of their hidden schemes. They need to earn your business; not play conniving games!

Review: Our check engine light came on and we took our vehicle to our mechanic. He diagnosed it with needing a new Evaporator Purge Valve and Canister, as well as a new PCM/EMU. He advised this would be handled at a dealership and covered under our extended warranty as well as the 8/80. Since we had purchased our truck at Thorobred we decided to use the service department to repair it. It was schedule for service September 16th, 2014 at 7:15am. After receiving no calls regarding our vehicle during the day, I called multiple times and was directed to [redacted] voicemail. After not receiving a call back, my husband attempted to contact [redacted] and still was not able to reach him. Finally [redacted] returned my husband's call and informed him that we had severe flood damage on our vehicle and that nothing would be covered by the warranty company or GM. He stated that it would be $900 to "just start fixing the issues on our vehicle". My husband said there is no way we could have flood damage, and [redacted] insisted all of our hoses, canister, and various other parts of the vehicle were filled with water.

At that point we contacted our personal mechanic. He reported he had not seen any indication that our vehicle had flood damage or water in the system. Having worked in a mechanic shop for 3+ years myself, and seeing what flood damage can do to a vehicle, I knew that there was no way our vehicle had flood damage. I called [redacted] back and again received a voicemail. After multiple calls to him, with no answer I asked to speak with his supervisor who, of course, did not answer his phone. I left a message for [redacted] and after waiting another hour and receiving no calls, I decided to come pick up my vehicle. 5 minutes before I reached the location I received a call from [redacted], who was rude and unprofessional at best. He told me that my mechanic was lying to me, that there was water "everywhere" in my vehicle, and stated that I was lying when I said I had not driven it thru a large amount of water. I told [redacted] that I was coming to pick up my vehicle. When I arrived to pick up my vehicle [redacted] refused to come out and sent [redacted] to speak with me. [redacted] was unpleasant as well, and called me and my mechanic a liar. At that point, I paid my bill and left with my vehicle.

Unfortunately the issue does not stop here. I found out that AFTER I picked up my vehicle that [redacted] from the service department contacted the extended warranty company. [redacted] told them not to approve our claim thru our own mechanic because we had severe flood damage to the vehicle. At this point I had taken the vehicle back to my mechanic. The warranty company refused to approve any claims. I explained to them my mechanic had a different version of what was wrong with the vehicle and located no flood damage. The warranty company said we would have to file a dispute and have an independent person come out and survey the vehicle, which of course would take time, leaving us a vehicle short. We, however, did that because we knew there was no flood damage on our vehicle.

After an inspection by a 3rd party, they reported there was NO EVIDENCE whatsoever of water or flood damage to our vehicle. They did not find water in "all the hoses and canister", as Thorobred claimed, they also did not find any water damage on any other part of the vehicle. My mechanic fixed my truck, with the warranty company approving the claim as valid.

I have no idea why the service department would lie about something such as this, other than they did not truly inspect our vehicle and see what was truly going on with it, or they just lie in general to rip customer's off and felt that because I was a woman they could get away with this. I can't come up with any other options as to how this was so badly misdiagnosed.

I also want to point out that I sent Thorobred a letter back in October, telling them about this incident and received nothing from them. They did not even acknowledge that they received the letter or that their staff did something wrong, by lying and saying we had water damage and reporting a false report to the warranty company.Desired Settlement: I would like a refund of their diagnostic fee of $59.95, since they did not diagnose it correctly. I also would like this noted on their account because I do not want others to fall for repairs that are not warranted, or needed. Everything that was wrong with the check was covered under my extended warranty, except for the $100 that I had to pay for a deductible for taking it somewhere other than Thorobred. I would like also to have that $100 refunded to me, since I can not trust Thorobred to do any repairs on my vehicle with any sort of honestly and I now have to cover a deductible.

Business

Response:

[redacted] did purchase the 2008 [redacted] that was involved in this repair at Thorobred Chevrolet and brought the vehicle to our service department for a check engine light repair as documented on the attachment repair order copy number [redacted] dated 9-16-14. One of our senior certified technicians checked the evap purge valve and the charcoal canister and as he removed them water poured out of the lines and the components were full of water. The water in the parts would only occur if the vehicle was in high water. The service consultant then called the [redacted] to get an approval for the repair and [redacted] declined the repair because of the circumstances that were the cause of the repair. We get paid about the same amount for customer or insurance to do repair work and very little when we only diagnose and don't make a repair. There is no reason we would say the parts were full of water if they weren't. We would much rather see an insurance company pay for a qualifying repair than have the customer pay for the repair, but we are not going to misrepresent the diagnosis for the repair to an insurance company to gain a repair job.Our Service Director contacted the [redacted] again today to find out why they authorized and paid for this repair when the [redacted] claims office originally declined this repair for our service department. [redacted] indicated that when the [redacted] claims office originally declined this repair for our service department their representative made a mistake on the new claim and failed to look at the entire file and the original diagnosis and authorized and paid the claim in error.I am sure [redacted] has no knowledge of what causes a vehicle to malfunction, as is the case with most customers when the vehicles are as complicated as they are today. There was no intent on the part of Thorobred Chevrolet to "rip this customer off" as [redacted] claims. The third party insurance inspector did not see the vehicle in the original condition. Our original diagnosis was correct. [redacted]'s mechanic was able to repair the vehicle and the mechanic processed and got paid for a claim that was due to insurance company error that also resulted in her not having to pay for the repair herself. Thorobred Chevrolet made the correct original diagnosis that was the cause of the check engine light and did nothing wrong so I ask that your office close this complaint. Sincerely,[redacted]Vice PresidentThorobred Chevrolet, Inc.

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. Despite what the Vice President states, I have a thorough knowledge of vehicles, having worked in a mechanic shop for many years as well as working on my personal racing vehicle. I can assure you that I know the damage water can do to a vehicle and this truck has never been, nor will ever be submerged in high water. If this vehicle had been "submerged in high water" as they state, the insurance company would have found water damage in many other areas of the vehicle, including the engine and transmission, as well as the floor. They found no evidence of ANY water damage. After I reported the insurance company's findings to the warranty company they reviewed the file and approved the claim within 10 minutes. I worked with the same gentleman that spoke with the mechanic at Thorobred and he is the one that spoke with his supervisors and took care of this issue. To find out that Thorobred has again contacted them and tried to cause problems with our extended warranty is very distressing to me. If any other claims are denied at this point, I can only see this as Thorobred's attempt to further undermine us. If our extended warranty is no longer going to be honored because of Thorobred, I would like the amount we paid for the warranty refunded as well. Additionally my mechanic inspected the vehicle BEFORE Thorobred and saw no indications of any water damage. He removed the canister and no water came out of it or anywhere else. I have been working with the same mechanic for 3 years and they have been extremely honest and helpful, especially during this whole process. They would have told us they saw water and they would have repaired the vehicle themselves. Instead they indicated that the PCM was something that was covered under the warranty and we wouldn't have to pay the $100 deductible if we took it to a dealer. They choose to give away business and money because it was the right thing to do. I also took this vehicle to another dealership where they determined the same problems as my mechanic. They stated they did not see any evidence of water damage as well. I would appreciate if Thorobred would cease in contacting our extended warranty company and stop causing us further problems than they already have. This has been a nightmare for us that should have never happen and I find Mr. [redacted]'s response to be as rude and disrespectful as the rest of our experience with this dealership. I have attached our letter from the insurance company regarding the denial for water damage and I have attached the invoice from our mechanic, showing their diagnosis.Sincerely, [redacted]

Business

Response:

[redacted] stated in her recent response that I had written that her vehicle had been"submerged in water" when I had written that "the vehicle was in high water". There is a vent under the vehicle by the frame and during heavy rains or high water vehicle driving thru high water and or potentially the right wave or splash of water can enter the vent and move to the evap purge valve and the charcoal canister, which is why she originally brought her truck to our service department. Water just needs to get high enough to reach and enter the vent by the frame. During heavy rains we have othercustomers vehicles that periodically have water intrusion that was the cause of Ms.Rodriguez's initial truck repair diagnosis.If [redacted] was incorrectly telling the insurance inspector and her mechanic that I said her vehicle was submerged then I can understand why they would say it was never submerged. No water needs to enter the cab, it just needs to be as high as the frame wher the vent is.[redacted] originally stated in her original complaint that our company "just lie in general to rip customer's off" and the only reason I contacted the [redacted] Insurance Company was for verification of what really happened. As long as [redacted] does not continue to make false accusations I will not need to contact the Insurance Company to verify that what I am stating is the truth.[redacted] has an excellent [redacted] Extended Service Contract that will pay for valid claims wherever she chooses to have here vehicle serviced, but if she does not want the[redacted] Extended Service Contract she can contact [redacted] and they will issue her a prorated refund for the unexpired portion of her contract.It is unfortunate that [redacted], her mechanic, and her insurance inspector were no tall present when our technician poured the water out of the parts but that is what caused the problem that [redacted]'s mechanic ultimately repaired, and due to the insurance company's processing error [redacted] did not have to pay for the repair. Thorobred Chevrolet made the correct original diagnosis that was the cause of the check engine light and did nothing wrong so I ask that your office close this complaint.

Review: I have a 2008 Chevrolet Equinox that has been having mechanical issues. I purchased the vehicle in October and I really love my vehicle; although I’m having some minor issues with it at this time. I’ve found no recalls on my vehicle the [redacted] found a special coverage warranty offered on a fuel pump that resembles the problem I’m having with my vehicle, so I contacted Thorobred Chevrolet [redacted] to make an appointment on April 9th at 8:30am to check for any issues with the fuel pump module.

I made the appointment with Leslie and expressed my concerns and I advised her that I’ve recently had a diagnostic test on my vehicle and I wanted Chevrolet to check for the special coverage fuel pump module problems. Leslie was very friendly and said I will be assigned to an advisor to discuss the process and procedures with me. My car recently had a new ignition switch replaced in my vehicle, so I was curious to find out if it was the fuel pump module giving me issues. My car wouldn’t start so I had it towed to Thorobred on April 8th approximately 12pm and I informed the dealership that my vehicle will be there a day early and if that was okay; I was told yes.

On April 9th at 12:21pm I made a phone call to Thorobred to check the status of my car, I was transferred to Patty’s voicemail. Patty later returned my call, leaving me a message stating the repairs would cost $275 and it wasn’t the fuel pump module, the ignition relay needed to be replaced. Once again I called back only to be transferred to her voicemail and I left a message stating that I will be taking the vehicle back to the repair facility that repaired the ignition switch previously and I will be picking my vehicle up after work on April 9th. Patty returned my call stating there is a pick up fee of approximately $104; which I was never informed of, because I’ve never had a conversation with my advisor. My last message was on April 9th around 4:45pm and I left a message advising her that I will be available to talk, the service department closed at 6pm and Patty would be leaving at that same time as well; this was left on my voicemail.

I contacted Chevrolet at [redacted] and spoke with Erica and she was very helpful and informed me that she will contact Thorobred and try to resolve the issue. I explained to Erica that I’ve never had a voice to voice conversation with Patty and no one informed me on the process and procedures of how the special coverages works. I’m not a mechanic, I don’t work for Chevrolet service department and my advisor should have explained how this process works before putting a hand on my vehicle.

Erica left me a message on April 10th and informed me that she has tried to reach out to Thorobred Chevrolet as well, but she received a voicemail. Erica asked if I could give her a couple of days to help resolve the issue. Unfortunately I’m without a car so I need my vehicle and I had an appointment on Friday for the ignition issue, I called at least 4 times trying to contact Patty and anyone that could assist me with retrieving my vehicle and explaining this issue I’m having. Unfortunately I cannot just go to the dealership because I work, so I need to speak with someone ASAP. My last conversation was with Leslie and she apologized for the misinformation and lack of communication between Patty and I. Leslie said she will have a supervisor call me to explain how much and why I was being charged, she also mention I had to complete paperwork before taking my car; all this information is new to me. Unfortunately no one was able to check the computer and tell me the cost because I had to speak with my advisor.

April 10th has come and gone; no phone call from Patty or a supervisor, I have now missed a appointment to repair my vehicle and I also missed a second appointment on Saturday April 11th. My car has been at Thorobred Chevrolet since April 8th and no once has reached out to me to explain the procedure or cost.

I work in the insurance industry so I understand the importance of communicating the process and costs associated with repairing vehicles. Patty should have scheduled a time to speak with me, send me an email do whatever it takes to explain the process before putting hands on my vehicle and charging someone a price that was never discussed.

My vehicle could have been repaired over the weekend, this has been a HUGE inconvenience and I could have been driving in my car over the weekend. I’ve never experienced a problem such as this with a dealership; it is something that I didn’t expect to happen with such a huge business and a business that has an A+ rating.Desired Settlement: The pick up fee should be waived, no one informed me of any type of fee associated with the service. No one has returned calls or explained what is going on with my vehicle.

Business

Response:

[redacted] had her 2008 Chevrolet Equinox with 98,387 miles towed into Thorobred Chevrolet on or about 4-7-15 after our Service Department closed. It appears this is the first time Ms. [redacted] has brought her Equinox to Thorobred Chevrolet's Service Department. The reason the Equinox was towed in was because it would not start and Patty one of our Service Consultants tried to contact Ms. [redacted] multiple times and left messages for Ms. [redacted] to call Patty back. Ms. [redacted] and Patty kept trying to call each other multiple times and did not reach each other so Patty gave Ms. [redacted] Patty's personal cell phone number so it would be easier for Ms. [redacted] to reach Patty.They finally connected and Ms. [redacted] approved the repair of her vehicle's faulty ignition relay switch. The repair was completed and Patty gave Ms. [redacted] a goodwill discount which brought the repair bill to only $78.02. Ms. [redacted] paid for the repair and picked her vehicle up on or about 4-15-15, and evidently the repair was satisfactory because we have not heard from either Ms. [redacted] or you office.The ignition switch failure on Ms. [redacted]'s Equinox was due to use and the age of the vehicle and was not caused by Thorobred Chevrolet. Both Ms. [redacted] and Patty just kept missing each other every time they tried to contact each other and Patty made multiple attempts to contact Ms. [redacted] to try to talk to Ms. [redacted] about the repair of her Equinox. I tried to respond to the Revdex.com complaint but the system would not accept a response so I am sending my response in this email.Please contact me if you need any additional information, or close this case with a satisfactory resolution if there are no additional concerns related to this matter.Sincerely,John [redacted]Vice PresidentThorobred Chevrolet[redacted]

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. Although I have to disagree with the "phone tag" comment, I was never given Patty's personal phone number, I was always transferred to her voicemail. It was later discovered that Patty was calling the wrong number which I didn't understand because she called me twice and left 2 messages on the number I left with the dealership. I can easily provide a call long from my phone company and show how many times and what numbers I called to reach Patty. Besides that comment I am very satisfied with the service and I have written several good reviews about my experience with the dealership on multiple review sites such as Yelp. I was very pleased with the service department manager, he was polite and met me half way with repairs. I wasn't expecting anything, I just wanted my car back and the department went above and beyond assisting me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I have a complaint regarding the Thorobred Chevrolet Chandler facility @ [redacted] facility.

On 06/26/15 my wife [redacted] brought our 2010 Chevy Impala into the service department for a basic oil change. At my wife's request we only wanted the oil change and not the courtesy inspection on the vehicle, [redacted] specifically requested to the service department rep. not to perform the courtesy inspection. Upon looking at the receipt after pick-up [redacted] noticed that an inspection had been performed. Upon checking what had been inspected on the vehicle I noticed that the air filter cover has either been broken or not placed back on the vehicle correctly, and the battery hold down was loose. The vehicle has a recall on the ignition switch so [redacted] asked that the recall service be preformed but per the invoice information this service was not performed. Invoice# [redacted], Customer #[redacted]. The Service Manager was no help and seemed to dismiss my complaint and automatically assumed that I had the time and resource to just bring the car back to the facility to fix what his department had done to our vehicle. [redacted], the service department Manager at the Thorobred facility in Chandler, Arizona made me feel during our two phone conversations as if I was being handled. [redacted] was somewhat aggressive and mildly rude. Unsatisfied with Service Department Manager [redacted]'s resolve I request to speak with someone else to continue with my complaint. [redacted] stated that he would have someone call me.

[redacted] ###-###-#### Hm.Desired Settlement: I am of the opinion that Thorobred Chevrolet should repair or replace the air filter department and I am of the opinion that my time and inconvenience should be considered in the matter.

Business

Response:

8-16-15 Revdex.com Attn: Dispute Resolution Consultant RE: Complaint ID# [redacted] Ms. [redacted] brought her 2010 Impala into our service department for the first time on 6-26-15 for an oil change service and part of our service is a no charge multi point visual inspection of every vehicle that takes just a couple of minutes to make sure the components are either functioning properly as well as safe to drive. For example tires are checked for excess ware and correct pressure and air filters are checked to make sure they are clean and will function properly. I have told the service department I always want the no charge multi point inspection done on every vehicle for our customer's safety as well as the potential liability for our dealership if we neglected to notify our customers of any potentially unsafe conditions. I am sure that is why they did the inspection even when Ms. [redacted] did not want it done. During the inspection we do not loosen battery hold downs so I am not sure what happened with that but we could have correctly reinstalled the air cleaner, which we want to correct. Any time a vehicle comes in for service we also check for any open recalls and we discovered there was an open recall in which GM requires the two ignition key openings be modified to complete and close the recall. Ms. [redacted] only had one of her two keys and we told her we could complete the recall when she brought in the second key so we could repair both of her keys at the same time to complete and close the recall. Since the [redacted] would have to come back with both keys to complete the recall we told them we would check and correct the air cleaner at that time. The [redacted] did not want to come back and one of our Managers set up a time to go to their location to check and correct and correct any installation concerns with the air cleaner. Just before leaving our Manager called the [redacted] to confirm he was on his way and the [redacted] indicated it was not a good time and would need to reschedule and we have not heard from them since. I apologize if we incorrectly installed the air filter. Since the [redacted] are close by we will still send someone out to check and correct the air filter installation and possibly complete the recall on both keys if they will contact any of our Service Managers or me at ###-###-#### to set up a mutually agreed time during our Monday thru Friday business hours. Sincerely, [redacted] General Manager Thorobred Chevrolet Business phone ###-###-#### cc: File

Review: I was told about the great deals in this "Deal Corral". I looked online and saw a Honda CR-V I was interested in and a Toyota Highlander Limited with 109,000 miles. When I arrived (at 7pm on Black Friday) both vehicles were in the "deal corral" and both vehicles had the price painted on the windshield ($6,995 on both). I test drove the Honda CR-V and it was to small. I had asked the salesmen for the keys to the Toyota and we looked at that and he explained that it had been there 2 weeks already and he couldn't believe it had lasted so long. He also told me that they were going to raise the price because it was $6,995 for the black friday sale. I test drove the Highlander and I enjoyed it so I decided to make them an offer, I offered $6,500 and was countered for over $11,000! The sale manager came to me and told me that they had made a mistake and put the wrong price on the vehicle. They then refused to sell me the vehicle for the advertised price. A sales manager wrote the prices on the cars to be sold, the price was written in 3 different places on the vehicle and had been there since the morning of 11/29/2013 and they did nothing about it until they had squeezed every opportunity out of their "mistake". They lure you in with enticing prices, waste your time, try and pressure you into a purchase, and change the price on you when you are a willing consumer. Their business practices are disgusting and give a bad name to the already sullied name of car dealerships and salesmen.Desired Settlement: I feel that Thorobred Cheverolet is more dishonest than I could have previously imagined. I would say I want the Toyota Highlander at the price they had it marked for but I am not sure how trustworthy this company or the vehicles they have are at this point.

Business

Response:

Mr. [redacted] came to Thorobred Chevrolet on or about 11-29-13 to look at used vehicles he was considering purchasing. Mr. [redacted] mentioned in his complaint that he looked at two used vehicles and one was priced correctly but the 2005 Toyota Highlander stock number ####### was painted incorrectly by an outside vendor at $6.995 when it should have been $9,995. The printed retail price label on the Highlander was $13,995, our internet sale pricing was correct at $9,995 and the painted price on the windshield was intended to match the internet sale price of $9,995. The $6,995 painted price on the Highlander was obviously incorrect because the low Kelley Blue Book wholesale price was $11,739 as shown in the attachment. When our Used Car Manager discovered this error he apologized for the error and offered to make a further goodwill price adjustment for Mr. [redacted] to further reduce the correct $9,995 sale price and also offered our employee pricing on other vehicles in stock. Mr. [redacted] declined these goodwill offers and left. When Mr. [redacted] left our Used Car Manager had the incorrect price scrapped off the Highlander's windshield. The pricing error was unintentional and the correct $9,995 for the Highlander was a very good price for which this vehicle was sold. I apologize for this pricing error and I still am willing to extend our goodwill employee pricing offer on other non-limited production vehicles in our used vehicle inventory if Mr. [redacted] is still in the market for a good used vehicle.

Sincerely,

Vice President

Thorobred Chevrolet

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 response from Mr. [redacted] is FALSE. The goodwill adjustments I was offered was $11,485.64. There were no other offers, there was no "employee pricing" on anything. Furthermore his staff had told me that they knew of the price and it had been there all day black friday, and nobody bothered to change it. If your staff notices an issue and they do not correct it, there is liability and it is fraud. Mr. [redacted] should be ashamed of his response as it is riddled with inaccuracy. I try and frequent family owned establishments and support small business, it is clear to me that Thorobred Chevrolet has become bigger than they can control with any degree of quality. Mr. [redacted] I would suggest you hire people of integrity in the future as your current staff is more than willing to trick honest consumers.Regards,[redacted]

Business

Response:

Mr. [redacted] is correct that the total price of the Highlander including sales tax and other fees was $11,485.64. The price of the Highlander itself was $9,898.55, which was part of the $11,485.64 total price. The $9,898.55 price we quoted Mr. [redacted] was less that the correct $9,995.00 price of this vehicle and was intended to be a goodwill price, which was less than our employee price. Mr. [redacted] mentioned in his letter to you that he saw the CRV and the Highlander on the internet and came to our dealership based on what he saw on the internet. The price of the Highlander was correct on the internet at $9,995.00 and thru an error was painted incorrectly at $6,995.00. When our Sales Manager was discussing this matter with Mr. [redacted] Mr. [redacted] then offered to pay $6,000.00 for the Highlander. The Sales Manager declined Mr. [redacted]'s offer, apologized for the painting error and removed the incorrect painted price from the vehicle soon after Mr. [redacted] left.There was no fraud involved as Mr. [redacted] indicates. The vehicle would have been painted either that day or the day before and it was not discovered until Mr. [redacted] looked at the Highlander. This was a simple painting error on one of about 175 used vehicles in our inventory and nothing more. This error was corrected soon after Mr. [redacted] left. I apologize again for our error and I am still willing to extend our goodwill employee pricing offer on other non-limited production vehicles in our vehicle inventory if Mr. [redacted] is still in the market for a good new or used vehicle. Sincerely,[redacted]Vice PresidentThorobred Chevrolet

On December 17, 2015, I've brought my 2007 Saturn Aura EX to the dealership to get an oil change and tires rotated. After the car was return to me the oil pressure light was on. I've notified one of the service consultants([redacted]) before driving off the lot about the problem. She reviewed it and the light was not coming on, probably because she did not press on the accelerator to check it properly. She let me know if comes on give her a call to let her know. I called the next day (December 18, 2015) to let them know that it's still a problem. I brought it in the morning after (December 18, 2015@7:15am) and when I arrived one of the service consultant checked and seen it was a problem. They took back to check it, which took about 1hr45min just to check. Other customers that were there was getting oil changes was coming and going. I was wondering why it was taking so long to check. The service consultant came back and said it was my oil pressure switch that needs to be replaced and told me that I need to pay for it. I asked them why should I have to pay for something that wasn't a problem prior to getting my oil changed. Prior to getting my oil changed I didn't have a problem with oil pressure switch. Steve M[redacted] (manager) was rude and didn't want to accommodate the service. I told I should not have to pay for something that was not my fault and he still didn't want to honor the customer(me). They brought my vehicle around because I told them that I shouldn't have to pay to get it fixed when they caused the problem. How do I know they didn't do something to my vehicle to get more money from me? Once the vehicle was returned to me, my driver side auto window would not roll down on one touch. Now I have to hold the button down to roll it down. Also, my radio stations were reset. Everything has malfunctioned due to there bad service and negligence. They practice bad service and cheat people out of their money. All I got is an oil change and tire rotation and everything else started acting up after returning my vehicle. My question is why did it take so long to check it and return it? My vehicle is not working properly from there bad mechanic decisions. Steve M[redacted](manager) was not very helpful, so I told him that I will be contacting Chevrolet to discuss how I(customer) was treated and did not honor my request based on their negligence to my car. I am very disappointed with that dealership and so called service provider. I will not recommend this service provider to anyone.

Review: We leased a 2011 Chevy Silverado in 04/16/2011. They delivered the car to our house and we took a lot of photos at that time. The car was my son's first car. We noticed that there was no spare tire hanging in the back of the car. We contacted the dealership many times and no luck getting a return phone call back, they just took messages and we gave up. At the end of the lease we returned the car to [redacted] and they deducted $285.57 for "missing a spare tire" that was never there in the first place. We drove back to Thorobred Chevrolet and gave them photos of the car taken the minute of arrival back in 2011 with the missing spare tire. They said they would get back with us and again, like before. We have called and talked to [redacted], Assistant Manager four times regarding this issue. He said they don't know what to do with this and someone would get back with us. Last call made to [redacted] we told him that if this matter was not resolved and if the manager did not return our call we would report this to Revdex.com & GM. No manager ever returned my call. This is the worst customer service I have ever encountered with a car dealership.Desired Settlement: I would like the money that was deducted for the spare tire refunded back to me by the dealer.

Business

Response:

I spoke to our sales person [redacted] and he recalls delivering the new Silverado To [redacted] home in 2011, but neither Mr. [redacted] or any of our other managers recall any contact about a missing spare tire soon after thedelivery.We do a lot of business with [redacted] and I contacted [redacted]’s Management and I told them I would supply them with a spare for this vehicle if Ally would refund any associated charges for the missing spare. As a goodwill gesture [redacted]’s Management has agreed to send [redacted] a refund for the spare and any associated charges.I apologize no one had responded to [redacted] concerns about the spare tire in the past. If [redacted] needs a replacement vehicle I will give her pricing as a goodwill gesture below the employee price I would pay and I also encourage her to contact me and I will assist her resolve any future concerns.Sincerely,[redacted]Vice President