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Condensed Version:
Day 1- Buy a new Chevy Silverado from Don Darr Chevrolet, leave the lot, front vibrates on highway, bring it back. 4.7 miles
Leave with my old truck
Day 2- Return next day, dealer put 4 new tires on truck, leave lot, head to family's house to show truck,
get on highway and hit breaks: front vibrates, bring it back. 9.3 miles
Get a rental car
Day 3- Waiting to hear how we are going to resolve this. Still no vehicle delivered in GOOD WORKING CONDITION.
Keep rental car
Day 4- Meet with Don Darr, Deanna Darr, Don Bay. No one is happy this has happened. Everyone was very helpful and
apologetic. I drove away in my new truck with a feeling of satisfaction and excellent service to correct the problem.
THANKS TO EVERYONE AT DON DARR CHEVROLET THAT MADE AN UNPLEASANT NEW CAR PURCHASE A MODEL CUSTOMER SERVICE EXAMPLE!!
(except the original salesman I dealt with)
Detailed Version:
I purchased a new 2006 Chevy Silverado from Don Darr Chevrolet on August 15, 2006.
I had been looking for a while and had actually left 2 dealerships already: one
that was excessive on their price and another that flat out lied to me.
The sales experience was good. I felt I was treated reasonably and received a fair deal.
I completed the sail, finished the finances and paperwork, and transferred belongings from
my old truck to my brand new truck. Nothing beats the feeling (do I need to mention the
smell?) of a new vehicle. Clean, tight, responsive...it's a good feeling to drive off that way!
Unfortunately, that was the last of my good feelings so far. I'm not hear to bash anyone
because I don't know the final outcome. I just wanted to share my experience, good or bad
as it unfolds.
As I left the lot, I got on the highway and merged with traffic. As I approached 55mph,
the front started shaking. I decelerated and exited the next exit and circled back to
Don Darr Chevrolet. The sales man seemed little concerned. He suggested I go back to service
and tell the rep about the problem. What?? This guy was just concerned about everything with me
20 minutes ago, now he can't even come back to the sevice department? I get the distinct
impression that the sale is done, commision collected, who the heck am I? Of course it's
about 4:45 p.m. so all the service technichians had left. I'm told I will need to leave
my new truck and they would give me a Malibu. Come on, I came with a full size truck
purchased a full size truck, and you want me to drive a little car...gee, thanks for playing!
Here it gets even more interesting. The salesman did come back to service and showed a little concern
about what was going on.
I told him
"they needed to keep my new truck overnight, so how about you throws in the first 2 oil changes.?"
"I can't do that, they're union back here".
Hmmm, really??
isn't this still the same dealership? Is there anything you can do since you sold me a truck
that isn't functional?
"I don't really want a broken truck" was my response,
and he said: "Too bad, you already bought it"!!??!!
Are you kidding me?
"What about the 3 day major purchase law?"
"Doesn't apply...I would've had to come to your house and solicit you" he replied.
And off he goes.
The service rep suggests she is really sorry about this and asks if she can help.
"How about if I give you a couple of oil changes since you can't even take
your new truck home?"
WOW! That's all I had asked for in the first place.
"Yeah, that's great"
"We'll get a rental car for you, all we have is a Malibu"
"I'm really not interested in a Malibu, can I take my old truck home?"
"Yeah, that's fine"
Off I go in my old truck.
Wednesday, I get a call from the service department: "The tires are bad and we need to
put new ones on but they don't have these around, can we put a different set on?"
Trying to get this worked out, I respond "Sure". "You can pick up your truck around
4 this afternoon."
Pick up my truck (leaving work early again), inspect the new tires and leave. Off
to my parents house to show them my new ride. Very nice. Then I get on the highway
to go home and the traffic is slowed. As I hit my breaks, the front end starts shaking
again!! ARE YOU KIDDING ME?
Back to the dealer/service department. This time they give me an Envoy to drive because
guess what? They have to keep my truck again! Now it's day 2 after buying a new truck and
I still don't have it!!
Thursday, I haven't heard anything. I call and am told "they're working on it and it's not going
to be ready today!" Day 3, still don't have the new truck I bought!
Friday they call and have everything worked out. I reluctantly go in and am pleasantly surprised
that everything is in tip top shape. Test drive with the service manager- great!
I meet Don Darr, Don Bay, and Deanna Darr. Everyone is helpful and apologetic that a new car
experience could be this bad. Turns out the truck had warped rotors too (50 miles on the truck)!
All I can say is Don Darr Chevrolet went out of there way to correct a problem and make it right!
I would recommend this dealer to anyone looking to buy a new car. It may take a little time, but they
will work with you to get it worked out.
Thanks again to everyone (except the original salesman) at Don Darr Chevrolet!
Thanks for listening and visiting my site, feel free to leave a comment!
Brian
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My Experience with Don Darr Chevrolet
