November 14, 2018
Dan gave me incorrect information about the features of my new leased vehicle. He seemed very much in a hurry to wrap up the deal, even indicating that I didn't really need to see or test drive the new vehicle since it was basically the same as my previous vehicle, with the exception of a couple of new features the 2018 model would have. When I left the dealership I found that the vehicle did not have the features we spoke of. I emailed Dan's assistant (since Dan did not provide me with his card or contact information) who explained how I could activate the feature. I emailed her back explaining I did not have the button needed to activate the feature and asking if I was given the wrong vehicle. The following morning I received a brusque phone call from Dan wanting to know what the issue was. I explained and he told me that the vehicle I had does not have this feature. He seemed irritated and defensive, and told me I must have misunderstood since he has been doing this a long time and knows his vehicles. I explained that I didn't misunderstand anything and that I believed he had mistakenly given me incorrect information as he seemed in a hurry to close the deal. He asked what he could do correct this, although his tone sounded very much annoyed, rather than genuine about correcting his mistake. The call ended with him stating that he would have his manager call me. I have still not received a call from his manager. His assistant, Stephenie, was very sweet and friendly, and did her best to help me enroll in the Chevy rewards program so that I could receive a free oil change. There was a problem with the website, which she graciously spent quite a bit of time trying to figure out. During this time Dan walked by and asked what she was doing. She explained, and he told her to stop worrying about that, which gave the impression that now that the deal was complete, it was not important to spend time on this task. I left the dealership without being able to enroll. As I was leaving the dealership I was begged for a 10 star review on their survey, which I found off putting. I do understand the importance of them receiving the 10 star review and the way it impacts the dealership. However I feel that if they would like a 10 star review they should do their best to provide 10 star service to all customers, not just those spending larger amounts of money. I realize I was purchasing a relatively inexpensive vehicle (Malibu), and as such, Dan may not want to give as much time/effort with me as perhaps someone spending more money. But I think a good sales person has enough tact to not let their customer feel that vibe. My family and I have been purchasing and leasing vehicles from this dealership for about 20 years now, and it is a shame that this is the most recent experience I had. I will be going elsewhere for my next vehicle when this lease is up.