Van Horn Chevrolet

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this [redacted]er to a close, we would like to know your view on the [redacted]er.]
Regards,
[redacted]
 
 What about the 1100 dollar difference I had to pay for the car I have.  I am not asking for a million dollars Just the difference in what I had to pay and what I should have paid for the car on your lot

The sales manager Rodney is dishonest. Quoted a price and would not own up to his offer. Shook hands over the deal and then Lied to my face - unbelievable! When requested verification of services provided they refused to provide proof that the service was completed (there is NO visible evidence the service was completed). I tried working with a different sales associate and they also refused to provide proof that the service was completed as I paid for. Not documented ... Not Done!!! I would never ever recommend working with this dealership. The Revdex.com has more complaints that compliments! Should have read the Revdex.com report before showing up to this dealership! They do not work with you to resolve issues. Worst customer service I have ever encountered. Again Rodney is liar. You would think a simple request to provide a document that a service I Paid For was provided would be granted, but this request has been refused. Again Not Documented...Not Done. Beware of this company!

I resently perched a car from them couldn't of asked for a better place to shop at

Fantastic experience! [redacted] and the crew were great! Thank you for making this purchase an easy one!

This was our third car from Van Horn. Always treated with respect, patience, and honesty. Customer service is always awesome.
We worked with Jafar who was wonderful helping us find the right car for my son.
We will definitely be back.

Everyone at Van Horn chevrolet was extremely helpful and took care of all my questions and concerns wout hesitation. I would definitily recommend them to anyone looking to purchase a new vehicle and I will be back when the time comes.

Review: I purchased my Chevy Cruze in April 2014 and had issues with coolant smell from purchase. At time of purchase I was told all issues were fixed. From the car fax you can tell this this issues was never fixed and dealership put this car back on lot and knew it was never fixed. I was told by Noel that anytime any car is a GM buy back that car is completely gone through and fixed of all issues. So I didn't have to worry about a thing. I have had the car in multiple times to get fixed with 3 different dealerships. Over flow tank was replaced and water pump replaced.After I filed complaint with GM dealership([redacted]) called my and offered me a car for $30.00 more a month then what I pay now and they would give my $15,000 for my car. I told him I didn't like the car he picked out for me and to find me something different. Car had a lot less option on then my car and just wasn't the car for me. Plus he was pushing to that one car. If I'm going to purchase a new car its going to be something that I'm happy with and would be driving for many years. After a few weeks I called [redacted] to see if he found me a different car. He screamed at me and told me he had everything set up for that one car that he offered. He told me he wouldn't do another thing for me unless I drove the 4 hours and walked into the dealership. He also said he had all financing and everything ready. He was very rude screaming at me and saying he left me many messages which he did not.This dealership buys many GM buybacks and that really concerns me that they don't fix anything before it goes on the lot. And that they tell customers that vehicles have been fixed.Desired Settlement: I want a replacement car with clean title and no issues or my money back including down payment and special services I paid for.

Business

Response:

Hello [redacted]. We apologize and it is not our intent to be dishonest or deceive anyone in regards to our vehicles. We sincerely apologize if anything we may have said or done would lead you to feel otherwise.

I had a great experience at Van Horn. Jason, my salesman worked incredibly hard to find what I wanted.

Review: I was interested in purchasing a 2011 Chevrolet 2500 Crew Cab from this dealer. After some compromising on a trade in I had, we agreed to a price for financing. Everything was all set up to sign papers and close on this transaction. I showed up at the scheduled time to take delivery and did 1 more walk around the vehicle to double check and found that the passenger side mirror was broken. I questioned my salesman [redacted] about it and he just told me that the people cleaning the truck must have pushed the crack in so it wasn't visible when I first viewed the truck. He then preceded to tell me that they can't do anything about it, they were already stretched out on this deal. At that point I expressed my disappointment in them not offering to make that right.

We then proceeded to sign the papers and I took delivery of the truck. When I arrived back home that night and was checking emails, I came across an email that was sent to me at the exact time of when I was at the dealership signing papers. The email was an offer to lower the price of the truck by $1000.00. It even had the VIN and pictures directly sent to me confirming which vehicle they were dropping the price for. it was too late to call that night anymore so I called the following morning and spoke with my salesman [redacted]. He began to tell me that they will not stand behind it and that email was JUST a sales pitch to get me to come back and reconsider the deal. I was then given to the sales manager named [redacted] and he tried to tell me the same thing, but when I asked for a more specific explanation, he told me that I wouldn't understand it .... I then asked to speak with the General Manager and was told to call back on Monday.

I have bought many vehicles from various dealers in the area and I have NEVER been treated like this. I am a very easy person to deal with and I feel I am pretty considerate of most situations. My concerns and needs were not being considered let alone taken care of. The biggest part was offering to lower the selling price by $1000.00 and backing out of it.Desired Settlement: I would like to see a refund of the offered $1000.oo or even a credit of the same amount that could be used in merchandise or accessories. I would like to see them replace the broken mirror I questioned before delivery.

Business

Response:

Dear Mr. [redacted],

I apologize for your

experience, and want you to know that we always strive for the highest level of customer

satisfaction. I spoke with the GM and your reimbursement check for $1000 was mailed out to you on October 9th. Also, we would like to fix the passenger side mirror for you. Please give me a call at [redacted] to set up a time to have the mirror fixed. Once again, I apologize for any problems this has caused you.

Thank you,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The business contacted me and resolved the 2 issues that were involved. Effective 10/11/13, the business has completed the last of the 2 issues that were filed on.

Regards,

Our experience at Joe Van Horn was great, they made car buying much easier than I expected. I would highly recommend them!

Review: I purchased a 2011 Chevrolet Malibu from Joe Van Horn Chevrolet in late September, 2014. The vehicle I wanted to purchase did not have a sun roof, so Joe Van Horn subcontracted a company to install a sunroof ensuring it could be done without problem. They drove my newly purchased vehicle from Plymouth, WI to the subcontracted installation compant in Appleton, WI. When I got my vehicle back, the sunroof and headliner of my vehicle was a mess with dents and glue marks. Van Horn agreed that the installation was less than satisfactory and had one of their employees again drive it to Appleton to get it fixed. Whoever had driven my vehicle to and from Appleton this second time had spilled coffee in my car, my AUX cable was missing, the back tires were low on air, garbage was left in the passenger seat, and my car was completely empty of gas when I had left it with them full. Furthermore, the headliner had not been fixed. Finally, I took it upon myself to bring it back to Appleton to make sure it was fixed the third trip. When I told Van Horn about my other concerns with leaving my vehicle in the condition they left it in, not to mention the additional 400 miles put on my car due to the substandard company they had contracted, I was told by one of the managers they would detail my vehicle and provide a full tank of gas at that time. Since, I have called Van Horn several times and have not been called back.Desired Settlement: Due to the extreme inconvenience and resulting state my car was returned in, I believe I am entitled to have my vehicle fully detailed, gas, and oil change. I further believe Van Horn should inspect my rear tires because my warranty with them has expired in the time I have been calling with no response. I think this request is less than what I am entitled due to the inconvenience, time spent traveling back and forth, misc items I had to have replaced, and additional expenses I have incurred.

Business

Response:

I would first like to apologize for the inconvenience and the poor experience you received at our store. As we spoke late last week, we would like to do a full detail on your vehicle, give you a full tank of gas, a $100 dollar in store credit, and will inspect your tires. Again, I do apologize for your experience and want you to know that we always strive for the highest customer satisfaction.

Thank you,

GM

This was the worst experience of my life. My husband is a hard working man and he brought his financial papers in and we were looked over. Treated like we had no business there. We were profiled and treated as though we were getting in their way of doing nothing. We did not go after them they came after us looking for business with emails and even willing to come to us to pick us up. The way the email was written was we had to come to finalize our financing. We drove over 70 miles. For us not to look at a car. We were told to bring our papers and that is all. Do not go here it is a waste of time and when you call to try to talk they hang up on you.

Sales staff is extremely rude,dishonest, pushy, arrogant,and condescending. Will never do business with again after having a sales manager literally yell at me when I voiced my concerns about the deal because he kept changing the numbers in his favor. And actually had the nerve to telll us it was ok "because you're still ahead $1,000. VERY crooked and dishonet. The sales manager also admitted that their lot is full of lemons! Definitely a business to stay very far away from!

Review: [redacted] at Joe Van Horn Chevrolet was originally contacted on 8/1/2014, and a voicemail left, in regards to processing a refund on an Extended Vehicle Service Contract purchased through them in April, 2013. The vehicle originally purchased was traded in for a different one at a different dealership. On 8/4/2014 Mr. [redacted] returned our call and requested a copy of the Odometer Disclosure Statement. A scanned copy was emailed to him the same day. During the call he indicated it would probably take 2-3 weeks to process.

On 9/17/2014 a follow up email was sent to Mr. [redacted] inquiring on the status of the Warranty refund as nothing had yet been received. No response was received.

The morning of 10/7/2014 a call, and voicemail, was left with Mr. [redacted]. No response received.Desired Settlement: Refund for unused portion of Extended Vehicle Service Contact, $1,307.38

Purchase Date: 4/18/2013

Purchase Price: $1545.00

Term: 48 months / 75000 miles

Original Odometer: 31,506

Odometer Disclosure Statement Date: 7/30/2014

Closing Odometer: 43,041

Refund calculations:

Used Miles: 11,535 (43041-31506)

% used: 11535 / 75000 = .1538

Premium used: $237.62

Refund premium: $1307.38

Business

Response:

Review: We had been emailing for about 3 weeks to come to terms on a final price for trade in. We agreed on a price and the man we talked to on the phone said our car better be perfect to make the deal happen.

I drove the 4 hours to make the trade, When I arrive a salesman I'd been working with, showed me the car - it looked fine. The short drive I took a few blocks I noticed it was louder inside the car than other Buick Enclaves I'd drove. I even mentioned that to the salesman. Buicks are known for the quiet ride.

He showed me some colored photos saying I needed to know this car had some heat damage and parts replace. A melted bumper and tail lights. He asked me to sign at the bottom of each page of photos. I didn't realize each page was identifying other things being replaced.

I handed the salesman a personal check for the agreed to amount. After two hours of waiting to get in to the Finance office.. He began to show me more and more damage and explained each photo and what damage it was showing. He said you know this was bought at an auction. I said this is the first I've heard of that or any of this additional damage he is pointing out. I had only heard of the bumper and tail lights. After driving 4 hrs and waiting 2 hrs for our turn with Finance to buy a car I saw had a perfect Verified Car Check on their website. has all this damage.

Finance was asking me sign many pages of documents and another one came out with over $11,000 of parts put onto this vehicle I had given them a check for. I was overwhelmed to say the least. I continued signing everything he pointed at and drove away just wondering what in the world had I just done.

I didn't get any copies of the damaged things I signed off on in the envelop of papers and their satisfaction guarantee I signed was good for 125 miles. So the drive home voided any return.

When I got home Saturday night, I told my husband what happened. We had to wait until Monday to call and complain. We contacted their General Manager and he wouldn't agree to giving us our car back. Would only guarantee the work they did was good and in the future he'd guarantee top trade in for this car.

I feel it was very dishonest to make a deal over the phone and the many emails not one time did they share this car had some significant repairs- over $11,000.

We asked for them to return our car in the condition we left it with them and to take this car back and they refuse to do that. Would of been the honest thing to do. Myself and my daughter wasted 10 hours on the drive up, waiting our turn and back and someone on their end should have to do the same.Desired Settlement: Just want them to deliver us back our car back in the same condition we gave it to them. And take this car back to their lot. They refuse to do this. The General Manager said We could drive the car back to them and the Guarantee Satisfaction paper says a $1000 restocking fee and then we'd possibly get our car back if it's not sold I am guessing

Business

Response:

[redacted]I apologize that you feel mislead. First and foremost I would like to get these issues resolved. The vehicle had paint work and tail lights and mirrors replaced. The vehicle was never in an accident and that is why the Auto Check shows no accidents. I would be more than happy to either have you return the car pay the 1,000 restocking fee, or give you and extended warranty free of charge, put in writing we will guarantee the future value, and stand behind all repairs. Our number one goal is to make sure you are fully satisfied with your purchase. I have attached all the documents you signed the day you were here. Thank you,[redacted]

Consumer

Response:

We had a great experience with [redacted]. My husband and I traded in our 2008 Chevy Malibu to lease a 2015 Chevy Traverse. Experience with everyone was great.

Review: There is 2 issues... 1st is the advertised price of a 2015 Chevy Silverado was posted both on the Internet and has a tag hanging from the rear view mirror facing the road for $35,500. I started with application and contacted dealership and they responded they got what they needed and didn't call for days. As I went back to their site the price changed the second day for 2000 more but the truck still had original sign hanging. A week later internet price is now 42200 and tag still in window. The finance/sales manager stated it didn't include the price of the Wisconsin package but was never disclosed on the original 35,500 price hanging in the window until I went to dealership and was told that in person. Seems they mislead me and we're playing with price to lure me there. I was told by the salesman at beginning was a price for 35,500. I finally got to dealership a to make a deal and got the run around why the tag was still hanging with no disclosure of the extra package not being included or excluded in price. Secondly the incentives and rebates on another Silverado vehicle they had, was listed for 35,250 with all incentives. I also get a GMdiscount of 3250 for being in the military that I registered and have the code for that is suppose to be added to all incentives and rebates. That being said 35250 minus 3250 equals 32,000 if my math is right. The sales/finance manager proceed to give me a price of 38,000 and tried to constructively write on paper how he came up with his number of 38,000. Mind you the 35,250 is with all incentives and rebates to exclude my GMdiscount for 3250. How can he mysteriously be thousands off. The whole experience with van horn started at their dodge dealership with crappy service and sales practices in the past, mind you I have bought 3 cars in the past from them.Desired Settlement: To price the origional white 2015 Silverado as posted for 35,500 including the Wisconsin package of 5000 or so dollars and honor my GMdiscount of 3250 to bring purchase price to final price of 32,250

Business

Response:

Review: I called about a vehicle I wanted, I spoke to a salesman named [redacted], I gave him all my credit card information and he told me the vehicle was available and would be held for me on Friday about 3 weeks ago. I called him Monday to make sure everything was all set and I still was able to come out and drive the vehicle and get it purchased, the people there said someone would call me back right away. After about 5 hours and needing to know if I would be making the almost 2 hour drive, I called again and they let me talk to [redacted] who I left a voicemail for Sunday. He had been in for hours and never called me back, when I spoke with him he told me he had called me and left me a message telling me that someone came down later that friday and purchased the car I had put $100 down on. So, not only did he lie to a customer and told me he called me, I had no missed calls or voicemails, very very odd to me, but he also told me he sold the car I spoke to him about because his manager told him people were driving 3 hours to look at it so they got it first. I am still livid at the way this man treated me and then when I called the manager, he just treated me like nothing. Awful company, customer service, and business.Desired Settlement: I would like an actual apology from the manager and Matt, they treated me like crap and all they wanted was their money. They didn't care about me and the fact that I called and put money down on the car.

Business

Response:

[redacted], I want to apologize again for the poor service

you received. I want to assure you that it is not our goal to upset our guests,

but to provide quality vehicles at low prices with the best service possible. I

feel terrible that we have not met your expectations. As we discussed earlier,

I will be sending you that gas card for you to use in your new Equinox. Enjoy it.

Recently, I purchased a 2008 Chevy Impala from Joe Van Horn Chevrolet. I am just out of bankruptcy and had been turned down by three other car dealers. I was in a terrible spot because my previous vehicle had burned up in an electrical fire and my loan was not fully covered by insurance. I need a dependable vehicle to get to my job in another town. I felt like there was no one who could help me. I was wrong! The sales department at Joe Van Horn jumped through hoops for two days to not just get me a car loan, but a good one! I live two hours away from this dealership and they kept in constant contact with me through the whole deal. While at the store, I was made to feel at home and everyone was so great making me comfortable and optimistic. When I drove away with my "new to me" car, I was the happiest I have been since my old car was destroyed. [redacted] and EVERYONE there are heros in my book!