East Hills Chevrolet

"I will NEVER purchase or lease another vehicle from East Hills again. Although Andy my salesperson at Roslyn was great, the service was absolutely terrible in Douglaston.
I scheduled an oil change for 9am. They told me it should take about one hour to one and a half. I did not get my vehicle back until almost 2pm. Will you reimburse me for lost wages?
Also, I told them that my vehicle smells of exhaust fumes inside the cabin, even when I have the re-circulation button on. After 5 hours waiting, they told me they didn't have time to check that.
Then, the maintenance manager tells me the problem is lazy, unqualified staff in the service department, as he is pointing to them. COMPLETELY OUTRAGEOUS. How dare you insult me by claiming (or admitting) that you hire lazy and stupid people in your dealership and then expect me to accept that as a valid excuse for a 5 hour wait.
Note to Andy my salesperson: Find a job elsewhere and contact me because I will NEVER do business with East Hills again."

"I will NEVER purchase or lease another vehicle from East Hills again. Although Andy my salesperson at Roslyn was great, the service was absolutely terrible in Douglaston.
I scheduled an oil change for 9am. They told me it should take about one hour to one and a half. I did not get my vehicle back until almost 2pm. Will you reimburse me for lost wages?
Also, I told them that my vehicle smells of exhaust fumes inside the cabin, even when I have the re-circulation button on. After 5 hours waiting, they told me they didn't have time to check that.
Then, the maintenance manager tells me the problem is lazy, unqualified staff in the service department, as he is pointing to them. COMPLETELY OUTRAGEOUS. How dare you insult me by claiming (or admitting) that you hire lazy and stupid people in your dealership and then expect me to accept that as a valid excuse for a 5 hour wait.
Note to Andy my salesperson: Find a job elsewhere and contact me because I will NEVER do business with East Hills again."

Purchased a used vehicle and service plan and key replacement plan. I never received any other info on the plan except the brochure I was given at time of vehicle purchase. I contacted the service company and they explained the plan to me. I then cancelled the plan in August and was told the dealer will be refunded either to myself or bank which I have in writing. I have not received any type of refund and I contacting dealer numerous times through phone calls and emails but go no response.

Purchased a used vehicle and service plan and key replacement plan. I never received any other info on the plan except the brochure I was given at time of vehicle purchase. I contacted the service company and they explained the plan to me. I then cancelled the plan in August and was told the dealer will be refunded either to myself or bank which I have in writing. I have not received any type of refund and I contacting dealer numerous times through phone calls and emails but go no response.

The veh was bought into Chevy back on June , 3019 for service. After they performed diagnostic testing, I was informed that It needed a turbo charger. Total costs goe everything 2000. I was told it had to be ordered from the manufacturing plant in mi.

I've called 4x already to speak to general manager and no callback or email. Last contact was through email
When I spoke to mechanic on June , he told me 3 days for parts to arrive. It never did. My car is up on lift apart collecting debris and nit bring serviced.

I dont appreciate the run around I'm getting. They did give me a loaner. I still my my car. It doesn't take 3 weeks to fix. God 9nly knows now if it will work, since it's been exposed to debris while being apart.

The veh was bought into Chevy back on June , 3019 for service. After they performed diagnostic testing, I was informed that It needed a turbo charger. Total costs goe everything 2000. I was told it had to be ordered from the manufacturing plant in mi.

I've called 4x already to speak to general manager and no callback or email. Last contact was through email
When I spoke to mechanic on June , he told me 3 days for parts to arrive. It never did. My car is up on lift apart collecting debris and nit bring serviced.

I dont appreciate the run around I'm getting. They did give me a loaner. I still my my car. It doesn't take 3 weeks to fix. God 9nly knows now if it will work, since it's been exposed to debris while being apart.

My complaint is actually related to delivery, customer service, and sales.

Business:
East Hills Chevrolet of Roslyn ***

Purchased from: East Hills Chevrolet of Roslyn
Serviced by: East Hills Chevrolet of Douglaston
Vehicle: *016 Silver Chevy Suburban – certified pre-owned
VIN #: ***

January ***, *018
Left deposit for vehicle and was promised vehicle would be detailed prior to completing purchase and picking up car, as I had noted dog hairs on the carpets and overall uncleanliness of vehicle when I made the decision to purchase.

January ***, *018
Purchased certified pre-owned Silver *016 Chevrolet Suburban from East Hills Chevy of Roslyn.
• “Front camera service” and “forward collision off” message alert noted on dashboard within a mile of driving out of dealership

January ***
Noted vehicle was not detailed as promised

January ***
OnStar Diagnostics email sent to me
• Email was sent to me and dated on 1/*/18, prior to my purchase of the actual vehicle
o Diagnostics report indicated alerts: Alert for “immediate attention” and alert for “action suggested”
• Immediate attention alert stated - “Engine and Transmission System – alert regarding starting system detected”
• Action suggested alert stated – “Tire pressure low – Add Air”
• Email forwarded to salesman Gary D for guidance on the alerts
• Email reply from Mr. D stated – “It deals with paper work”, “there were some documents that need to be signed”, “nothing with the truck”

January ***
Vehicle is dead in my driveway, won’t start - clearly the email noted above was not "nothing with the truck" as salesman had stated
• Called Mr. D, informing him of disabled vehicle
• In addition, I made Mr. D aware of other issues noted over the 4 days since purchase of vehicle:
o Camera service message.
o Missing strap to pull up *** row seats to enter *** row.
o Passenger side wiper fluid not working for all 4 days.
o Vehicle clearly NOT DETAILED – found garbage in several cup holders, burnt match in pocket of passenger door, dog hairs throughout on the carpets, spill below middle seats (noted these items easily without thoroughly inspecting vehicle)
• Received instruction from Mr. D to call Chevy service for a tow, he would meet me at service center of East Hills Chevy of Douglaston.
• After over an hour, tow truck did not show. Was able to get vehicle to service center myself about 1.5hrs later.
• Met Mr. D, to find out he only met me there to have me sign more paperwork that he mistakenly omitted the day of purchase. He did not appear to care of my concerns, as he spoke uninterruptedly about how he threw his back out snow shoveling.
• Service center replaced battery, cleared wiper fluid channel, and told me I needed a new camera and they needed to order me a strap for the *** row, neither of which could be replaced that day. I was told the vehicle would be detailed upon my return appointment for the camera and seat latch fixes.
• Ultimately scheduled a return appointment on */*/18, as I needed a loaner to be available.

Monday February ***
Dropped vehicle off 7:30am, received Equinox Loaner
• Told that my vehicle may need to stay overnight, as the detailing would likely not be completed same day.
• Received a call from service center that same afternoon at 5:17pm and was told the strap was fixed, but that the camera had to be backordered (not sure why, they knew it was broken a month ago and knew I had an appointment to come in to have it fixed).
• Was told to leave the vehicle anyway so they could send it out Tuesday, the next day, to be detailed and ultimately return again for the camera.

Tuesday February ***
Awaited an update on the vehicle detailing
• No updates received regarding a timeframe to pick up my detailed vehicle
• Sent text to number provided by service advisor, no response.
• Called the service center at 5:1*pm, waited on hold 10 minutes and was then told they would return my call.
• Service advisor Keith S called back 5 minutes later and told me the vehicle was not detailed. Mr. S stated they did not realize it was not sent out to be detailed until I called them at 5:1*pm. It sat all day without anything being done to it.
• A plan was made that I would pick up my vehicle that evening and the keys would be waiting in the showroom for me and I would need to return for both camera and detailing, again.
• Picked up vehicle. Paperwork documentation stated car checked in at mileage 35156 and checked out at mileage 35156. Odometer read mileage at 35173 upon pick up.
• Sent text to Mr. S inquiring why almost *0 miles was put onto my vehicle that only had a strap replaced, no response that evening from text.

Wednesday February ***
No responses or explanation from Service Department
• Received a text from Mr. S thanking me to allow them to service my vehicle. I replied again to the text inquiring if he was receiving my texts, still no response.
• Called Mr. S, discussed concerns of above, he apologized. He suspected vehicle was driven to fix camera but he could not confirm. His suspicion made no sense to me since we already knew the camera needed to be replaced. Mr. S had no answers, and asked me to give him *4 hours to look into the situation. He promised he would call me the next day, February ***.

Thursday February ***
No response from service center

Thursday February ***
weeks later and still no contact from Mr. S as promised or from anyone from East Hills of Douglaston to explain why excessive mileage was put on my vehicle.
• Emailed management of both East Hills Chevrolet of Roslyn and Douglaston to try and have someone assist me.
• Kenneth S of Roslyn and Juan C of Douglaston emailed me back.

Saturday February ***
Spoke with Mr. S – plan is to have camera serviced and vehicle detailed by Douglaston, and connect again with him after that.

Thursday March ***
Dropped vehicle off for *** time, 7:30am – received Chevy Cruze Loaner
• Continued to receive text messages from service advisor for me to text them if I needed anything, yet still no response from them when I sent them any texts, an unfortunate pattern.
• Tried to get status of my vehicle, no responses.
• Finally spoke with service advisor, I believe Mr. S, and was asked to leave my vehicle over the weekend to complete the work, I agreed.

Tuesday March ***
Was told camera fixed, yet still not detailed after leaving vehicle for 6 days
• Picked up vehicle, as I needed my 4 wheel drive after 6 days without it, for a major snow storm predicted that night, did not want to be driving my children in a loaner Chevy Cruze in 8-1inches of snow.
• After picking up my vehicle, within a mile of driving away from service center that evening, same message appeared regarding “service camera” which was supposedly fixed.
• Called immediately to service center at 5:30pm, yet they stated service advisor left for the day.
• Spoke with a female service advisor; she stated she would leave a message for the other advisor to call me in the morning, Wednesday March ***

Saturday March ***
Received no phone calls from East Hills of Douglaston service center thus far
• Received yet another text from Juan at East Hills Chevy thanking me for allowing them to service my vehicle.
• Replied to his text stating:
“No one ever replies to my texts and I have to come back yet a *** time because it’s still not fixed or cleaned. Doesn't seem to matter” – No response from Chevy.
• Attempted to fill out satisfaction survey online to no avail, glitch with survey.
• Contacted online customer assistance chat to ask for another survey.
• Upon hearing of my concerns, the customer service chat representative opened a case stating someone would contact me.

Monday March ***
Laura S from Douglaston called, was very kind and replied to my text to arrange a plan
• Also received a text from Juan at East Hills again stating “it would mean the world to him if filled out an email survey” – No coordination of these texts.

Tuesday March ***
Contacted by Chevrolet customer service, told to call representative Leslie.

Monday March ***
Ultimately spoke with Leslie who was very kind.

Tuesday March ***
Dropped vehicle off for *** time 7:30am, received Equinox Loaner
• Forwarded past information to Leslie (the issues I have been trying to deal with, the email I sent to the management of both Roslyn and Douglaston, and the email that was sent to me from Mr. D in January).
• Was told vehicle needed a new windshield that would need to be ordered.
• Plan to detail vehicle after windshield replaced.
• Picked up vehicle that same evening.

Monday March ***
Service advisor Gary from Douglaston called, windshield in but no loaner available.

Thursday April ***
Dropped off vehicle for *** time at 7:30am, received Equinox Loaner
• Windshield was replaced and camera was fixed.
• Advised they would keep vehicle until Saturday so it could finally be detailed.

Saturday April ***
Picked up the vehicle and told it was detailed
• Saw front floors were done and could smell the cleaner solution, so I pulled away trusting the rest of the vehicle was detailed as promised
• Shortly after leaving the service center, I looked briefly at back of vehicle and found dog hairs on carpets and garbage in the cup holders, the same two issues I found when the car was sold to me that I was promised would be detailed. In addition, markings under the seats, that was also pointed out right after purchase.
• Drove right back to East Hills and showed Gary the service advisor. He apologized and told me the vacuum probably could not pick up the dog hairs.
• Left a voicemail for Leslie, as I was devastated at this point.

Monday April *** Emailed Leslie and Laura
• Spoke with Leslie, advised that East Hills of Roslyn would be calling me to set up detailing and pay for it
• Leslie wanted to ensure car would be taken to a place to my satisfaction

Tuesday April ***
Sales Manager Joe called to arrange detailing, left me a message

Wednesday April ***?
Spoke with Manager Joe, I agreed to American Car Wash in Roslyn for detailing at his suggestion

Thursday April ***
Dropped off vehicle for *** time at 7:15am to East Hills of Roslyn as discussed with Sales Manager Joe (was told they would take vehicle to detailing service center)
• I took an Uber from East Hills to my job after dropping off my vehicle
• Around 4:45pm, vehicle was dropped off to me at my job by East Hills Chevrolet
• Vehicle did not appear to be detailed as I expected- noted dog hair still, some spillage stains on doors, and general dirt in the seats but had no time to thoroughly inspect due to commitments I had to attend that evening
• My husband noted the air valve caps were missing on 3 out of 4 tires that evening

Friday April ***
Did not inspect rest of vehicle, as I leave for work in the dark and arrive home in the dark

Saturday April *** Finally had a chance to inspect the detailing job as I went to place new floor mats into the vehicle on my day off of work. Noted and took pictures of the following:
• Gun magazine clip with bullets under front passenger seat (taken to local police department) – very disturbing
• Very old, chipped beer bottle wedged under front passenger seat
• Dog hair still on carpets
• Garbage removed from cup holders but cup holders still dirty
• Old raisin, coins, and dirt under driver side seat
• Significant carpet shampoo residue on base of seats everywhere
• Cup holders, door pockets and bin in cargo area all dirty
• Door pocket of back seat and side of back door with either spill stains or cleaner stains
• 3 of 4 tire air valves missing
• “Dirt/debris” in folds of seats

Very disturbing findings to say the least. Clearly this vehicle had never been clean or inspected based on what was found.
After the above findings, I spoke with Amir (not sure of spelling), the manager from American Car Wash. I did not let Amir know what I found in the car at first, simply inquired what type of cleaning was done. Amir stated that he was told to do a “Dealership Detail” which he states is different from if I brought the car in myself. He said the request from East Hills Chevrolet was for workers for hours. Amir said dog hair would require additional time to vacuum it all out (note, I never mentioned to Amir that there was dog hair in my car, he brought that up independently). He stated the request he received from East Hills Chevrolet did not include “going through every nook and cranny” of the car.

Tuesday May ***, *018
Emailed Mr. S requesting to return car and requesting East Hills owner’s name; his reply was that my car was in an accident and requesting me to call him

Wednesday May ***, *018
Emailed Mr. S requesting owner name again; did not understand his accident comment – NO RESPONSE from him

Thursday May ***, *018
Emailed Mr. S requesting owner name again; his reply was that he spoke with owner and a return was not an option, he stated I could meet with owner by appointment. He suggested a date that conflicted with my husbands business trip. I sent back suggested date/times. – NO RESPONSE from him

Tuesday May , *018
Emailed Mr. S, as I still hadn’t heard of a confirmation meeting time; sent him 5 more suggested dates and times; he replied he “will send over the availability today” – NO AVAILABILITY SENT

Monday June ***, *018
Emailed Mr. S again requesting a meeting time and owner name to have closure; his reply was to send him times and he would meet in the Freeport location, not Roslyn which is 15 more miles away, completely inconvenient location. Had car detailed on my own.

Thursday June ***, *018
Worn down by every facet of Chevrolet including their lack of integrity and reluctance to me meet, I emailed Mr. S requesting $350 check for reimbursement of my expenses, as their purchase promise was not upheld and they outrightly lied about the detailing– NO RESPONSE from him

Monday June ***, *018
Emailed Mr. S requesting update from my prior email; his reply was a request for a bill to be sent to him

Tuesday August ***, *018
Emailed detail bill from June ***018 to Mr. S; explained $350 includes the detail bill, the tip, the gas for the mileage put on the car to go back and forth 7 times in addition to the mileage put on for the fixing of the camera on multiple occasions; NO RESPONSE from him (side note: If it were a bill for pain, suffering, and inconvenience, the bill would have been much, much higher)

Thursday August ***, *018
Emailed again requesting an update – NO RESPONSE

As of this date 10//18, I still have not heard back or received a reimbursement check from Chevrolet.

Notes:
I have been more than patient with these purchase issues. I have clearly tried every option, as noted above, to avoid this report to Revdex.com. Despite all of the shortcomings of this purchase and dishonesty from the salesman at East Hills Chevrolet regarding the engine alerts, broken equipment, and detailing, I have not been asking for anything more than what was promised when I purchased the car, a FULL DETAIL. Based on actions and lack of actions by Chevrolet, it is clear Chevrolet has a lack of integrity, lack of quality delivery, lack of customer service, and disregard for inspecting their certified pre-owned vehicles. I would not have purchased this vehicle had I known, and was happy to return it for a full refund which was denied.
• I work beyond full-time hours, and this experience has had an adverse impact not only on me, but on my job and my family.
• The amount of time lost to bring the car back and forth 7 different times is excessive, only to take care of the promised detailing myself.

My complaint is actually related to delivery, customer service, and sales.

Business:
East Hills Chevrolet of Roslyn ***

Purchased from: East Hills Chevrolet of Roslyn
Serviced by: East Hills Chevrolet of Douglaston
Vehicle: *016 Silver Chevy Suburban – certified pre-owned
VIN #: ***

January ***, *018
Left deposit for vehicle and was promised vehicle would be detailed prior to completing purchase and picking up car, as I had noted dog hairs on the carpets and overall uncleanliness of vehicle when I made the decision to purchase.

January ***, *018
Purchased certified pre-owned Silver *016 Chevrolet Suburban from East Hills Chevy of Roslyn.
• “Front camera service” and “forward collision off” message alert noted on dashboard within a mile of driving out of dealership

January ***
Noted vehicle was not detailed as promised

January ***
OnStar Diagnostics email sent to me
• Email was sent to me and dated on 1/*/18, prior to my purchase of the actual vehicle
o Diagnostics report indicated alerts: Alert for “immediate attention” and alert for “action suggested”
• Immediate attention alert stated - “Engine and Transmission System – alert regarding starting system detected”
• Action suggested alert stated – “Tire pressure low – Add Air”
• Email forwarded to salesman Gary D for guidance on the alerts
• Email reply from Mr. D stated – “It deals with paper work”, “there were some documents that need to be signed”, “nothing with the truck”

January ***
Vehicle is dead in my driveway, won’t start - clearly the email noted above was not "nothing with the truck" as salesman had stated
• Called Mr. D, informing him of disabled vehicle
• In addition, I made Mr. D aware of other issues noted over the 4 days since purchase of vehicle:
o Camera service message.
o Missing strap to pull up *** row seats to enter *** row.
o Passenger side wiper fluid not working for all 4 days.
o Vehicle clearly NOT DETAILED – found garbage in several cup holders, burnt match in pocket of passenger door, dog hairs throughout on the carpets, spill below middle seats (noted these items easily without thoroughly inspecting vehicle)
• Received instruction from Mr. D to call Chevy service for a tow, he would meet me at service center of East Hills Chevy of Douglaston.
• After over an hour, tow truck did not show. Was able to get vehicle to service center myself about 1.5hrs later.
• Met Mr. D, to find out he only met me there to have me sign more paperwork that he mistakenly omitted the day of purchase. He did not appear to care of my concerns, as he spoke uninterruptedly about how he threw his back out snow shoveling.
• Service center replaced battery, cleared wiper fluid channel, and told me I needed a new camera and they needed to order me a strap for the *** row, neither of which could be replaced that day. I was told the vehicle would be detailed upon my return appointment for the camera and seat latch fixes.
• Ultimately scheduled a return appointment on */*/18, as I needed a loaner to be available.

Monday February ***
Dropped vehicle off 7:30am, received Equinox Loaner
• Told that my vehicle may need to stay overnight, as the detailing would likely not be completed same day.
• Received a call from service center that same afternoon at 5:17pm and was told the strap was fixed, but that the camera had to be backordered (not sure why, they knew it was broken a month ago and knew I had an appointment to come in to have it fixed).
• Was told to leave the vehicle anyway so they could send it out Tuesday, the next day, to be detailed and ultimately return again for the camera.

Tuesday February ***
Awaited an update on the vehicle detailing
• No updates received regarding a timeframe to pick up my detailed vehicle
• Sent text to number provided by service advisor, no response.
• Called the service center at 5:1*pm, waited on hold 10 minutes and was then told they would return my call.
• Service advisor Keith S called back 5 minutes later and told me the vehicle was not detailed. Mr. S stated they did not realize it was not sent out to be detailed until I called them at 5:1*pm. It sat all day without anything being done to it.
• A plan was made that I would pick up my vehicle that evening and the keys would be waiting in the showroom for me and I would need to return for both camera and detailing, again.
• Picked up vehicle. Paperwork documentation stated car checked in at mileage 35156 and checked out at mileage 35156. Odometer read mileage at 35173 upon pick up.
• Sent text to Mr. S inquiring why almost *0 miles was put onto my vehicle that only had a strap replaced, no response that evening from text.

Wednesday February ***
No responses or explanation from Service Department
• Received a text from Mr. S thanking me to allow them to service my vehicle. I replied again to the text inquiring if he was receiving my texts, still no response.
• Called Mr. S, discussed concerns of above, he apologized. He suspected vehicle was driven to fix camera but he could not confirm. His suspicion made no sense to me since we already knew the camera needed to be replaced. Mr. S had no answers, and asked me to give him *4 hours to look into the situation. He promised he would call me the next day, February ***.

Thursday February ***
No response from service center

Thursday February ***
weeks later and still no contact from Mr. S as promised or from anyone from East Hills of Douglaston to explain why excessive mileage was put on my vehicle.
• Emailed management of both East Hills Chevrolet of Roslyn and Douglaston to try and have someone assist me.
• Kenneth S of Roslyn and Juan C of Douglaston emailed me back.

Saturday February ***
Spoke with Mr. S – plan is to have camera serviced and vehicle detailed by Douglaston, and connect again with him after that.

Thursday March ***
Dropped vehicle off for *** time, 7:30am – received Chevy Cruze Loaner
• Continued to receive text messages from service advisor for me to text them if I needed anything, yet still no response from them when I sent them any texts, an unfortunate pattern.
• Tried to get status of my vehicle, no responses.
• Finally spoke with service advisor, I believe Mr. S, and was asked to leave my vehicle over the weekend to complete the work, I agreed.

Tuesday March ***
Was told camera fixed, yet still not detailed after leaving vehicle for 6 days
• Picked up vehicle, as I needed my 4 wheel drive after 6 days without it, for a major snow storm predicted that night, did not want to be driving my children in a loaner Chevy Cruze in 8-1inches of snow.
• After picking up my vehicle, within a mile of driving away from service center that evening, same message appeared regarding “service camera” which was supposedly fixed.
• Called immediately to service center at 5:30pm, yet they stated service advisor left for the day.
• Spoke with a female service advisor; she stated she would leave a message for the other advisor to call me in the morning, Wednesday March ***

Saturday March ***
Received no phone calls from East Hills of Douglaston service center thus far
• Received yet another text from Juan at East Hills Chevy thanking me for allowing them to service my vehicle.
• Replied to his text stating:
“No one ever replies to my texts and I have to come back yet a *** time because it’s still not fixed or cleaned. Doesn't seem to matter” – No response from Chevy.
• Attempted to fill out satisfaction survey online to no avail, glitch with survey.
• Contacted online customer assistance chat to ask for another survey.
• Upon hearing of my concerns, the customer service chat representative opened a case stating someone would contact me.

Monday March ***
Laura S from Douglaston called, was very kind and replied to my text to arrange a plan
• Also received a text from Juan at East Hills again stating “it would mean the world to him if filled out an email survey” – No coordination of these texts.

Tuesday March ***
Contacted by Chevrolet customer service, told to call representative Leslie.

Monday March ***
Ultimately spoke with Leslie who was very kind.

Tuesday March ***
Dropped vehicle off for *** time 7:30am, received Equinox Loaner
• Forwarded past information to Leslie (the issues I have been trying to deal with, the email I sent to the management of both Roslyn and Douglaston, and the email that was sent to me from Mr. D in January).
• Was told vehicle needed a new windshield that would need to be ordered.
• Plan to detail vehicle after windshield replaced.
• Picked up vehicle that same evening.

Monday March ***
Service advisor Gary from Douglaston called, windshield in but no loaner available.

Thursday April ***
Dropped off vehicle for *** time at 7:30am, received Equinox Loaner
• Windshield was replaced and camera was fixed.
• Advised they would keep vehicle until Saturday so it could finally be detailed.

Saturday April ***
Picked up the vehicle and told it was detailed
• Saw front floors were done and could smell the cleaner solution, so I pulled away trusting the rest of the vehicle was detailed as promised
• Shortly after leaving the service center, I looked briefly at back of vehicle and found dog hairs on carpets and garbage in the cup holders, the same two issues I found when the car was sold to me that I was promised would be detailed. In addition, markings under the seats, that was also pointed out right after purchase.
• Drove right back to East Hills and showed Gary the service advisor. He apologized and told me the vacuum probably could not pick up the dog hairs.
• Left a voicemail for Leslie, as I was devastated at this point.

Monday April *** Emailed Leslie and Laura
• Spoke with Leslie, advised that East Hills of Roslyn would be calling me to set up detailing and pay for it
• Leslie wanted to ensure car would be taken to a place to my satisfaction

Tuesday April ***
Sales Manager Joe called to arrange detailing, left me a message

Wednesday April ***?
Spoke with Manager Joe, I agreed to American Car Wash in Roslyn for detailing at his suggestion

Thursday April ***
Dropped off vehicle for *** time at 7:15am to East Hills of Roslyn as discussed with Sales Manager Joe (was told they would take vehicle to detailing service center)
• I took an Uber from East Hills to my job after dropping off my vehicle
• Around 4:45pm, vehicle was dropped off to me at my job by East Hills Chevrolet
• Vehicle did not appear to be detailed as I expected- noted dog hair still, some spillage stains on doors, and general dirt in the seats but had no time to thoroughly inspect due to commitments I had to attend that evening
• My husband noted the air valve caps were missing on 3 out of 4 tires that evening

Friday April ***
Did not inspect rest of vehicle, as I leave for work in the dark and arrive home in the dark

Saturday April *** Finally had a chance to inspect the detailing job as I went to place new floor mats into the vehicle on my day off of work. Noted and took pictures of the following:
• Gun magazine clip with bullets under front passenger seat (taken to local police department) – very disturbing
• Very old, chipped beer bottle wedged under front passenger seat
• Dog hair still on carpets
• Garbage removed from cup holders but cup holders still dirty
• Old raisin, coins, and dirt under driver side seat
• Significant carpet shampoo residue on base of seats everywhere
• Cup holders, door pockets and bin in cargo area all dirty
• Door pocket of back seat and side of back door with either spill stains or cleaner stains
• 3 of 4 tire air valves missing
• “Dirt/debris” in folds of seats

Very disturbing findings to say the least. Clearly this vehicle had never been clean or inspected based on what was found.
After the above findings, I spoke with Amir (not sure of spelling), the manager from American Car Wash. I did not let Amir know what I found in the car at first, simply inquired what type of cleaning was done. Amir stated that he was told to do a “Dealership Detail” which he states is different from if I brought the car in myself. He said the request from East Hills Chevrolet was for workers for hours. Amir said dog hair would require additional time to vacuum it all out (note, I never mentioned to Amir that there was dog hair in my car, he brought that up independently). He stated the request he received from East Hills Chevrolet did not include “going through every nook and cranny” of the car.

Tuesday May ***, *018
Emailed Mr. S requesting to return car and requesting East Hills owner’s name; his reply was that my car was in an accident and requesting me to call him

Wednesday May ***, *018
Emailed Mr. S requesting owner name again; did not understand his accident comment – NO RESPONSE from him

Thursday May ***, *018
Emailed Mr. S requesting owner name again; his reply was that he spoke with owner and a return was not an option, he stated I could meet with owner by appointment. He suggested a date that conflicted with my husbands business trip. I sent back suggested date/times. – NO RESPONSE from him

Tuesday May , *018
Emailed Mr. S, as I still hadn’t heard of a confirmation meeting time; sent him 5 more suggested dates and times; he replied he “will send over the availability today” – NO AVAILABILITY SENT

Monday June ***, *018
Emailed Mr. S again requesting a meeting time and owner name to have closure; his reply was to send him times and he would meet in the Freeport location, not Roslyn which is 15 more miles away, completely inconvenient location. Had car detailed on my own.

Thursday June ***, *018
Worn down by every facet of Chevrolet including their lack of integrity and reluctance to me meet, I emailed Mr. S requesting $350 check for reimbursement of my expenses, as their purchase promise was not upheld and they outrightly lied about the detailing– NO RESPONSE from him

Monday June ***, *018
Emailed Mr. S requesting update from my prior email; his reply was a request for a bill to be sent to him

Tuesday August ***, *018
Emailed detail bill from June ***018 to Mr. S; explained $350 includes the detail bill, the tip, the gas for the mileage put on the car to go back and forth 7 times in addition to the mileage put on for the fixing of the camera on multiple occasions; NO RESPONSE from him (side note: If it were a bill for pain, suffering, and inconvenience, the bill would have been much, much higher)

Thursday August ***, *018
Emailed again requesting an update – NO RESPONSE

As of this date 10//18, I still have not heard back or received a reimbursement check from Chevrolet.

Notes:
I have been more than patient with these purchase issues. I have clearly tried every option, as noted above, to avoid this report to Revdex.com. Despite all of the shortcomings of this purchase and dishonesty from the salesman at East Hills Chevrolet regarding the engine alerts, broken equipment, and detailing, I have not been asking for anything more than what was promised when I purchased the car, a FULL DETAIL. Based on actions and lack of actions by Chevrolet, it is clear Chevrolet has a lack of integrity, lack of quality delivery, lack of customer service, and disregard for inspecting their certified pre-owned vehicles. I would not have purchased this vehicle had I known, and was happy to return it for a full refund which was denied.
• I work beyond full-time hours, and this experience has had an adverse impact not only on me, but on my job and my family.
• The amount of time lost to bring the car back and forth 7 different times is excessive, only to take care of the promised detailing myself.

Had the worst experience with Paul C of Freeport traded my 2013 Honda Odessy to buy into a 2008 Chevy I thought the car was covered bumper to bumper from day one haven’t had the car a year rotten egg smell told nothing wrong brought it back to them for more test now I’m told it’s the Cadillac converter they knew that at first I spoke with the service Manager Mark I was told before I spoke to Mr Shuster it would get taken care of for me to come in I did come to get my car not fixed I thought after the conversation on the phone with Mark he would get it right no worries come for the vechile now I get pushed off & a call before I reach from the GM saying Oh the car is from 2008 basically it’s time for a cadiallc convertor u bought it as is what do u expect I didn’t expect to give my good good car away for a headache & extra money along with a payment still having to be made who buys a car knowing the Cadillac convetor is bad I neva rode out nowhere far to know I was clueless until one day I pulled up to my friend & he said I smell rotten eggs I said I been smelling that for a while now it’s getting me sic spoke with the GM of EastHill of Freeport ova the phone he called me prior to picking up my car that day & told me I can give u 10% off. U fixing it which is taxes alone no help to me jus buying this car I trusted this Company & they sold me a bad car basically I jus knew I was alright when I left them but come to find out I get a call from the Service Mgr Mark last week telling me it’s not covered & I have to pay them cause I only complain bout the car from April the car had a bad Cadillac converter from the start I didn’t kno until I pulled up to talk to a friend &. He smelled it & told me why I keep getting dizzy cause they sold me a car with a bad Cadillac converter last week I was told by Kenny Shuster it would get fixed but Mark Called me threatened me bout bring his loaner back if I don’t like what he was telling me bout my car basically go bout my business knowing when I left the office speaking to Mr Shuster that the problem would be reterfied not to worry there here to fix the problem it would take a couple of days take the loaner car & hed put his best tech on it after 2-3 hours I get the call from the service Manager Mark which he was rude obnoxious very aggressive speaking towards me basically telling me u only complained in April which is not true I been complaining to Ethan he said if the chk engine light not in they can’t do nothing bout it I kept telling bout the smell to I got to the point where I spoke to the service manager first which was back in April Mark he insured me it would get fixed if there was a problem It ruined my stay away with my kids for Labor Day I was depressed bout the situation & couldn’t find no way out cause all I was thinking bout was how he spoke to me & basically said there not fixing my car it’s a 2008 & it is as is I trusted this Company’ traded my good car 2013 in Which had no pblms to get this car payment plus a extended $1500 or more to fix this Cadillac converter how ppl get away with this type of nonsense ? It’s not right this place filled my head up thinking I was going to get my car fixed who got money to make payments pay ur house taxes & pay into a car u thought was good when do ppl own up to there nonsense instead of stringing a person along knowing they don’t have good intentions this is a business ur running & they teach one another to lie to the person & go hide knowing there wrong I’m going write everyday letting ppl know that this company in Freeport Paul C can’t be trusted & there a big fat liar in the place where did the good customer service go ! Thanks Thomas for selling me a Lemon gotta mention u cause I thought u sold me a good one & u always said I hope it works out for u Mrs Jones well it didn’t Thomas I’m very very unhappy with this Company & the business I got served after buying offer changed from 10% to 15% off fixing my car East Hills this how u give it up I should of known better don’t buy cars from there because they don’t honor there commitments they promise me when buying this vechile oil changed for $7.00 for the duration. After purchasing the car goingfor a oil change it went from $7 to $ 59.00 then I was told by Ethan that changed to no more oil deal no letter no warning no nothing where jus not doing it no more no compensation or anything last I remember it was part of the deal I neva wanna deal with that service manager Mark again the way he handled me on the phone was so rude neva talk to like that b4 rough aggressive & rude not good hate to be treated like garbage after I purchase from Ur Company never could I image the rudeness I also was told several times from there service guy Ethan who check me in when I mentioned it to him he couldn’t do anything unless the chk engine light was on so for Mark to say I neva mentioned it to service I told Ethan several times he pushed me off like I didnt know what I was smelling but his words where Mrs Jones if the chk light not on we don’t chk I been complaining way b4 this time they knew day 1 when I first brought the car back for service don’t they put a diagnostic tester to the car? & they dragged it knowing what was wrong with the car from the start & let the time expire now they tell me I’ll give u 15% off when u get it fixed I jus got this car not a year ago I haven’t even went out of state I been smelling the rotten eggs smell jus didn’t understand what it was from my mechanic friend told me they got u it’s a bad caddy I’m hurt more than anything cause being there a Whole Dealership I wasn’t expecting this to end like this I’m going to warn everyone everyday not to buy & if u do be Fully Aware they switch Mr Shuster said it would get fixed now I can’t even speak to him again unless I walk in there face to face & catch him I don’t believe in this place no more & neither should anybody else there Rude & they lie!!!!!!!

Had the worst experience with Paul C of Freeport traded my 2013 Honda Odessy to buy into a 2008 Chevy I thought the car was covered bumper to bumper from day one haven’t had the car a year rotten egg smell told nothing wrong brought it back to them for more test now I’m told it’s the Cadillac converter they knew that at first I spoke with the service Manager Mark I was told before I spoke to Mr Shuster it would get taken care of for me to come in I did come to get my car not fixed I thought after the conversation on the phone with Mark he would get it right no worries come for the vechile now I get pushed off & a call before I reach from the GM saying Oh the car is from 2008 basically it’s time for a cadiallc convertor u bought it as is what do u expect I didn’t expect to give my good good car away for a headache & extra money along with a payment still having to be made who buys a car knowing the Cadillac convetor is bad I neva rode out nowhere far to know I was clueless until one day I pulled up to my friend & he said I smell rotten eggs I said I been smelling that for a while now it’s getting me sic spoke with the GM of EastHill of Freeport ova the phone he called me prior to picking up my car that day & told me I can give u 10% off. U fixing it which is taxes alone no help to me jus buying this car I trusted this Company & they sold me a bad car basically I jus knew I was alright when I left them but come to find out I get a call from the Service Mgr Mark last week telling me it’s not covered & I have to pay them cause I only complain bout the car from April the car had a bad Cadillac converter from the start I didn’t kno until I pulled up to talk to a friend &. He smelled it & told me why I keep getting dizzy cause they sold me a car with a bad Cadillac converter last week I was told by Kenny Shuster it would get fixed but Mark Called me threatened me bout bring his loaner back if I don’t like what he was telling me bout my car basically go bout my business knowing when I left the office speaking to Mr Shuster that the problem would be reterfied not to worry there here to fix the problem it would take a couple of days take the loaner car & hed put his best tech on it after 2-3 hours I get the call from the service Manager Mark which he was rude obnoxious very aggressive speaking towards me basically telling me u only complained in April which is not true I been complaining to Ethan he said if the chk engine light not in they can’t do nothing bout it I kept telling bout the smell to I got to the point where I spoke to the service manager first which was back in April Mark he insured me it would get fixed if there was a problem It ruined my stay away with my kids for Labor Day I was depressed bout the situation & couldn’t find no way out cause all I was thinking bout was how he spoke to me & basically said there not fixing my car it’s a 2008 & it is as is I trusted this Company’ traded my good car 2013 in Which had no pblms to get this car payment plus a extended $1500 or more to fix this Cadillac converter how ppl get away with this type of nonsense ? It’s not right this place filled my head up thinking I was going to get my car fixed who got money to make payments pay ur house taxes & pay into a car u thought was good when do ppl own up to there nonsense instead of stringing a person along knowing they don’t have good intentions this is a business ur running & they teach one another to lie to the person & go hide knowing there wrong I’m going write everyday letting ppl know that this company in Freeport Paul C can’t be trusted & there a big fat liar in the place where did the good customer service go ! Thanks Thomas for selling me a Lemon gotta mention u cause I thought u sold me a good one & u always said I hope it works out for u Mrs Jones well it didn’t Thomas I’m very very unhappy with this Company & the business I got served after buying offer changed from 10% to 15% off fixing my car East Hills this how u give it up I should of known better don’t buy cars from there because they don’t honor there commitments they promise me when buying this vechile oil changed for $7.00 for the duration. After purchasing the car goingfor a oil change it went from $7 to $ 59.00 then I was told by Ethan that changed to no more oil deal no letter no warning no nothing where jus not doing it no more no compensation or anything last I remember it was part of the deal I neva wanna deal with that service manager Mark again the way he handled me on the phone was so rude neva talk to like that b4 rough aggressive & rude not good hate to be treated like garbage after I purchase from Ur Company never could I image the rudeness I also was told several times from there service guy Ethan who check me in when I mentioned it to him he couldn’t do anything unless the chk engine light was on so for Mark to say I neva mentioned it to service I told Ethan several times he pushed me off like I didnt know what I was smelling but his words where Mrs Jones if the chk light not on we don’t chk I been complaining way b4 this time they knew day 1 when I first brought the car back for service don’t they put a diagnostic tester to the car? & they dragged it knowing what was wrong with the car from the start & let the time expire now they tell me I’ll give u 15% off when u get it fixed I jus got this car not a year ago I haven’t even went out of state I been smelling the rotten eggs smell jus didn’t understand what it was from my mechanic friend told me they got u it’s a bad caddy I’m hurt more than anything cause being there a Whole Dealership I wasn’t expecting this to end like this I’m going to warn everyone everyday not to buy & if u do be Fully Aware they switch Mr Shuster said it would get fixed now I can’t even speak to him again unless I walk in there face to face & catch him I don’t believe in this place no more & neither should anybody else there Rude & they lie!!!!!!!

I traded two vehicles at the east hills Chevrolet in Freeport, and it was the worst experience ever!! Don’t fall asleep with these people because they totally put you in the poor house

I traded two vehicles at the east hills Chevrolet in Freeport, and it was the worst experience ever!! Don’t fall asleep with these people because they totally put you in the poor house

Shortly after purchasing a new 2018 Chevrolet Traverse from East Hills Chevrolet of Douglaston the air conditioning stopped working. I scheduled an appointment with East Hills Chevrolet of Douglaston’s service department. They found nothing wrong with the truck but the air conditioning was still working intermittently. After their first failed attempt to diagnose the problem with the air conditioning I had to schedule another service appointment. This time they said they could not duplicate the problem but they were replacing the compressor. After their second failed attempt to diagnose the issue with the air conditioning I had to schedule another service appointment because the problem persisted. This time they had the truck for ten days and again stated they could not duplicate the problem but were going to replace a control board. I received a call that the truck was repaired and ready for pickup. When I got to the dealership I entered into the truck to drive home and the air conditioner was blowing hot air I pointed it out to a service advisor that verified the problem and asked me to leave the vehicle. I left the truck with the service department. After their third failed attempt to diagnose the problem I called for an update and they didn’t even know that my truck was at the dealership waiting for repair. They again stated that they cannot recreate the problem. So they arbitrarily change parts in hopes of rectifying the problem. Why change parts if you can’t recreate the problem? This is now their fourth attempt to fix the same issue with my truck. As of this writing they’ve been in possession of my truck for a total of nineteen days and counting. It’s been eight days since anyone from the dealership contacted me. My air conditioning is still not working and there’s no resolution in sight. East Hills Chevrolet of Douglaston should not be a registered NYS Department of Motor Vehicle shop and be able to perform repairs and SAFETY inspections on motor vehicles.

Shortly after purchasing a new 2018 Chevrolet Traverse from East Hills Chevrolet of Douglaston the air conditioning stopped working. I scheduled an appointment with East Hills Chevrolet of Douglaston’s service department. They found nothing wrong with the truck but the air conditioning was still working intermittently. After their first failed attempt to diagnose the problem with the air conditioning I had to schedule another service appointment. This time they said they could not duplicate the problem but they were replacing the compressor. After their second failed attempt to diagnose the issue with the air conditioning I had to schedule another service appointment because the problem persisted. This time they had the truck for ten days and again stated they could not duplicate the problem but were going to replace a control board. I received a call that the truck was repaired and ready for pickup. When I got to the dealership I entered into the truck to drive home and the air conditioner was blowing hot air I pointed it out to a service advisor that verified the problem and asked me to leave the vehicle. I left the truck with the service department. After their third failed attempt to diagnose the problem I called for an update and they didn’t even know that my truck was at the dealership waiting for repair. They again stated that they cannot recreate the problem. So they arbitrarily change parts in hopes of rectifying the problem. Why change parts if you can’t recreate the problem? This is now their fourth attempt to fix the same issue with my truck. As of this writing they’ve been in possession of my truck for a total of nineteen days and counting. It’s been eight days since anyone from the dealership contacted me. My air conditioning is still not working and there’s no resolution in sight. East Hills Chevrolet of Douglaston should not be a registered NYS Department of Motor Vehicle shop and be able to perform repairs and SAFETY inspections on motor vehicles.

This is NOT the first time that your service department wants to rip me off. After being there for an hour May 22, 2018, I get told my car needs stabilizers a new tire, air filter, cabin filter. I told them well since the vehicle will not pass without the new tire and I am not sure about the stabilizes you should change them. So than tire has to be ordered will take hours to get there... etc. Left to do some errands with the car while the tire was being delivered. I checked the windshield wiper fluid as I came to have the tire done and wow there was hardly any in there. I told the adviser, Andre about this and I also stated to make sure tire pressure is at 30 as that is what the specs calls for it to be. Well when I got the car back the tire pressure was set for 35. The service manager saw me looking at my car and asked what is wrong. He adjusted the tire pressure. Than tells me that the windshield washer fluid evaporates and goes down as you drive. Wrong..That is the antifreeze reserve. I keep telling them that when you see the vehicle needs something you should show the customer right away and not slap car back together and then tell them. They tell me that this is NOT there policy. Yeah because that is how they keep ripping people off. I looked up air filter for my car. The part is $20.00 and I am sure the rest would have been the labor charge as I remember the quote being at 70 something dollars. I am capable of buying the part and installing it myself which I will do. I do not remember what the price was they said for the cabin filter. My car does NOT Have a cabin filter. Want to charge for a part and repair that my vehicle does NOT Have.
Cabin Filter Replacement: Chevrolet Malibu 2008-2012
Our research indicates that your vehicle does not have a cabin air filter (also known as a pollen or AC filter). Vehicles without cabin air filters typically have a plastic mesh that prevents leaves and other foreign objects from entering the HVAC system. This mesh is part of the vehicle and does not need to be changed.
If you believe this information does not accurately characterize your car, please let us know!

This is NOT the first time that your service department wants to rip me off. After being there for an hour May 22, 2018, I get told my car needs stabilizers a new tire, air filter, cabin filter. I told them well since the vehicle will not pass without the new tire and I am not sure about the stabilizes you should change them. So than tire has to be ordered will take hours to get there... etc. Left to do some errands with the car while the tire was being delivered. I checked the windshield wiper fluid as I came to have the tire done and wow there was hardly any in there. I told the adviser, Andre about this and I also stated to make sure tire pressure is at 30 as that is what the specs calls for it to be. Well when I got the car back the tire pressure was set for 35. The service manager saw me looking at my car and asked what is wrong. He adjusted the tire pressure. Than tells me that the windshield washer fluid evaporates and goes down as you drive. Wrong..That is the antifreeze reserve. I keep telling them that when you see the vehicle needs something you should show the customer right away and not slap car back together and then tell them. They tell me that this is NOT there policy. Yeah because that is how they keep ripping people off. I looked up air filter for my car. The part is $20.00 and I am sure the rest would have been the labor charge as I remember the quote being at 70 something dollars. I am capable of buying the part and installing it myself which I will do. I do not remember what the price was they said for the cabin filter. My car does NOT Have a cabin filter. Want to charge for a part and repair that my vehicle does NOT Have.
Cabin Filter Replacement: Chevrolet Malibu 2008-2012
Our research indicates that your vehicle does not have a cabin air filter (also known as a pollen or AC filter). Vehicles without cabin air filters typically have a plastic mesh that prevents leaves and other foreign objects from entering the HVAC system. This mesh is part of the vehicle and does not need to be changed.
If you believe this information does not accurately characterize your car, please let us know!

I purchased my new 2012 Chevy in Feb 2012. Part of the selling point was $7 oil changes for life. My wife made an appointment last week for an oil change and was informed they are no longer honoring the $7 oil change. I called back earlier this week and explained the owners manual calls for SAE 5w-30 oil. I was told this was a Chevrolet decision. I confirmed with *** (The GM owned Car communication system) that this is a dealer decision, not a Chevrolet. I also called another Chevrolet dealership and was informed they only use the oil specified in the owners manual and they had not received any notice from Chevrolet.

I purchased my new 2012 Chevy in Feb 2012. Part of the selling point was $7 oil changes for life. My wife made an appointment last week for an oil change and was informed they are no longer honoring the $7 oil change. I called back earlier this week and explained the owners manual calls for SAE 5w-30 oil. I was told this was a Chevrolet decision. I confirmed with *** (The GM owned Car communication system) that this is a dealer decision, not a Chevrolet. I also called another Chevrolet dealership and was informed they only use the oil specified in the owners manual and they had not received any notice from Chevrolet.

I recently purchased a GM Certified Pre-owned Chevrolet Tahoe 2016. I purchased the vehicle from the East Hills Chevrolet dealership in Roslyn, Long Island, NY on Monday October ***. 4 days ago. When I went to the dealership to pick up the vehicle on Monday afternoon and upon getting into it to head back home on Monday I noticed that the radio/navigation/mylink/Bluetooth screen in the center dashboard/console was not working. I stepped out of the vehicle to go back inside the dealership and informed my salesman. He advised me to stop at the East Hills Service Center further down the road in Douglaston, New York to have it looked at. I was not able to go at that time as I had prior commitments, so I asked him to set something up for the following day. He responded that this was a service matter, and I would have to call the number and make an appointment. In the 24 hour period following that the screen would turn on and off sporadically and randomly so I informed my salesman again by phone. I set up a service appointment for Wednesday November ***. I arrived early at 6;45am and was the *** vehicle admitted. I waited for the repairs to be done from 7am - 3:30pm when the technician (Simon) called me from the waiting area and said he needs more time because there is a communication problem with the vehicle. He could not confirm that the problem has been fixed. The maintenance staff asked that I leave the vehicle overnight so they can work on it the following day too. At that point I had wasted an entire day, and I was not going to take the vehicle which I paid close to $40K just 2 days before. I asked the manager/staff if I could get a loaner vehicle for the time being, and I was told none are available. I emailed the salesman Keith W the following morning and asked him if I can have a loaner vehicle for the following day (Thursday), and he said he believes the problem will be fixed that day and there won’t be a need for a loaner vehicle. At 4pm I managed to reach the service staff and they informed me that they are working on it and that they need it for another night. When I asked the service staff on the phone for a loaner vehicle, they again said none are available. I asked them, when does my case become a top priority? I havent had the vehicle for 36 hours, after paying a large amount, and I still dont have a useable vehicle. They responded that they just sont have any vehicles to loan out.

On Friday Nov *, 2017, I called and logged in a complaint with GM corporate about the dealership. My complaint was specific in 2 parts. 1st, the vehicle should not have been delivered in the condition it was in. The 2nd part, if it had to be returned for service in less than 2 days from date of purchase, a loaner vehicle or rented vehicle should have been offered to ease the hardship on me (the customer), and to retain some sort of customer satisfaction.

On the same day Nov ***, I called the service center at East Hills Douglaston, and I was informed by the service department that the vehicle will need to stay at the shop for more time, since they have ordered a new radio/navigation/mylink/Bluetooth system and it will take some time to arrive. They couldnt tell me when it will arrive, but they prefer to keep the vehicle there since that section of the vehicle has been dismantled apart. I informed them that my vehicle has been at your shop for 2 days and I desperately need a loaner vehicle for the time being. The service representative said he is not authorized to provide a loaner vehicle. So I remain without my vehicle, or an alternative loaner vehicle which impacts every aspect of me and my family's life.

I expect much better service and prep work done on a GM certified pre-owned vehicle especially from a GM dealership. A customer should not have to bring a car to service less than 2 days after purchase. ‘Things happen’ and I understand that, a loaner vehicle, or a rented vehicle should have been provided for such cases. If not upon the first request, then the 2nd request, and/or the *** request. How long am I supposed to be without a loaner vehicle under the current circumstances. I haven’t had the chance to reap any benefits from using my vehicle, I have only paid for it, and delivered it to the shop. And I have incurred unforeseen costs and hardships, because I dont have my vehicle. The truth is this vehicle was not ready for delivery at the time of handover. This problem should have been fixed prior to delivering the vehicle and signing the purchase&sale agreement. But since it occurred, they have poorly managed customer satisfaction, and quality of their vehicle sales reputation.

I look forward to your response, thank you

I recently purchased a GM Certified Pre-owned Chevrolet Tahoe 2016. I purchased the vehicle from the East Hills Chevrolet dealership in Roslyn, Long Island, NY on Monday October ***. 4 days ago. When I went to the dealership to pick up the vehicle on Monday afternoon and upon getting into it to head back home on Monday I noticed that the radio/navigation/mylink/Bluetooth screen in the center dashboard/console was not working. I stepped out of the vehicle to go back inside the dealership and informed my salesman. He advised me to stop at the East Hills Service Center further down the road in Douglaston, New York to have it looked at. I was not able to go at that time as I had prior commitments, so I asked him to set something up for the following day. He responded that this was a service matter, and I would have to call the number and make an appointment. In the 24 hour period following that the screen would turn on and off sporadically and randomly so I informed my salesman again by phone. I set up a service appointment for Wednesday November ***. I arrived early at 6;45am and was the *** vehicle admitted. I waited for the repairs to be done from 7am - 3:30pm when the technician (Simon) called me from the waiting area and said he needs more time because there is a communication problem with the vehicle. He could not confirm that the problem has been fixed. The maintenance staff asked that I leave the vehicle overnight so they can work on it the following day too. At that point I had wasted an entire day, and I was not going to take the vehicle which I paid close to $40K just 2 days before. I asked the manager/staff if I could get a loaner vehicle for the time being, and I was told none are available. I emailed the salesman Keith W the following morning and asked him if I can have a loaner vehicle for the following day (Thursday), and he said he believes the problem will be fixed that day and there won’t be a need for a loaner vehicle. At 4pm I managed to reach the service staff and they informed me that they are working on it and that they need it for another night. When I asked the service staff on the phone for a loaner vehicle, they again said none are available. I asked them, when does my case become a top priority? I havent had the vehicle for 36 hours, after paying a large amount, and I still dont have a useable vehicle. They responded that they just sont have any vehicles to loan out.

On Friday Nov *, 2017, I called and logged in a complaint with GM corporate about the dealership. My complaint was specific in 2 parts. 1st, the vehicle should not have been delivered in the condition it was in. The 2nd part, if it had to be returned for service in less than 2 days from date of purchase, a loaner vehicle or rented vehicle should have been offered to ease the hardship on me (the customer), and to retain some sort of customer satisfaction.

On the same day Nov ***, I called the service center at East Hills Douglaston, and I was informed by the service department that the vehicle will need to stay at the shop for more time, since they have ordered a new radio/navigation/mylink/Bluetooth system and it will take some time to arrive. They couldnt tell me when it will arrive, but they prefer to keep the vehicle there since that section of the vehicle has been dismantled apart. I informed them that my vehicle has been at your shop for 2 days and I desperately need a loaner vehicle for the time being. The service representative said he is not authorized to provide a loaner vehicle. So I remain without my vehicle, or an alternative loaner vehicle which impacts every aspect of me and my family's life.

I expect much better service and prep work done on a GM certified pre-owned vehicle especially from a GM dealership. A customer should not have to bring a car to service less than 2 days after purchase. ‘Things happen’ and I understand that, a loaner vehicle, or a rented vehicle should have been provided for such cases. If not upon the first request, then the 2nd request, and/or the *** request. How long am I supposed to be without a loaner vehicle under the current circumstances. I haven’t had the chance to reap any benefits from using my vehicle, I have only paid for it, and delivered it to the shop. And I have incurred unforeseen costs and hardships, because I dont have my vehicle. The truth is this vehicle was not ready for delivery at the time of handover. This problem should have been fixed prior to delivering the vehicle and signing the purchase&sale agreement. But since it occurred, they have poorly managed customer satisfaction, and quality of their vehicle sales reputation.

I look forward to your response, thank you