ComplaintsforSands Chevrolet At Surprise

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sands did the bait and switch. We were looking for a car for our son, we found a 2019 Corolla, we were told the price would be approx $23,500.00, we were rushed through the paperwork and then a few days later we realized that we were charges $28,945.00 for the purchase price alone. This amount did not include taxes, fees, GAP or warranty. I called our salesman to express our concerns that we were taken advantage of, and were rushed through the finance process, he agreed to look into it and call back. He did call me back however we told me that he didn't see anything that was too much lower than what they charged. He clearly did not look, he told me that he would talk to the manager and have him call me back. I made multiple calls to other dealerships and found that the base price for the same year and make/model where anywhere from $7,000 - $10,000 lower. Every sales person I spoke outside of Sands told me that they felt that price was too high. I would like for Sands to do the right thing as we are roughly $10,000-$11,000 upside down in this vehicle. I feel like the Finance Manager took advantage of our situation, rushed through the paperwork. Although unrealistic, I wish that Sands would allow us to return the car but I know that will not happen. I would like from them to reach out and try to make this financial right. I spoke with ****, a Sales Manager, who told me the price is the price and they can come up with whatever and we signed for it. I told him that this situation sucked and it is sad that they don't care about their customers and only making as much of a profit as possible. I advised that I would make sure that no one in my family would ever buy from a Sands dealership ever again. He chose to hang up on me. A real class act. I truly hope the individual responding to this complaint understands that we just want a fair deal but I doubt that will happen since Sands is all about profit.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BAIT & SWITCH : I took my 2012 ***** Traverse to Sands Chevrolet Surprise where I bought it Brand New in 2012 for a oil change and to see what was leaking on my Garage floor on 8-1-2020 I then received a call from Service Advisor BRAA He proceeded to tell me a list of problems they found. Mileage on Traverse at time only ***** miles. He said i Needed a Coolant ****************** change, Water Pump, New Coolant Hoses, Timing Cover was ************ Pan was Leaking, Lower Control Arms, Engine Mounts, Front Struts. I asked him about my Extended Warranty. He said that my Struts might be covered only. He then gave me a price to Fix $7,460.00 and said GM would give me Cash assistants of $3000,00 to bring cost to $4,460.00 I looked up my car value and it was only about $4,500.00 I asked why so many problems for such low Mileage he said ******* Weather. I told him that the car was Garage Kept. I couldn't believe GM Built a Vehicle with so many issues and not stand by their product. I'm not going to spend more money then what its worth. I picked up my Traverse and they charged me $197.40 for an Oil Change and Inspection with no information but water pump was leaking. I then proceeded to Fix it Myself . I replaced Water Pump and Engine Mounts Not including my time and labor for $357.86 + . I recently went on a trip to ****** and on the way back i would call about my Front struts that BRAA said was covered under Warranty. I called Advantage ************** and spoke with a Warranty advisor She proceeded to tell me that my Front Struts are not Covered. BRAA said that they were so I asked about Water pump and Engine Mounts She Said That they were Covered. This is where I'm Saying BAIT & SWITCH come into play. I asked if Sands Chevrolet called about what was covered and they have on Record that they did, Advantage only needed Photo's of Parts that Failed. Sands Chevrolet could have Fixed my Water Pump and Engine Mounts that were covered under Warranty instead they were Deceitful.

  

  Business response

  04/05/2022

  
  
  We have agreed to repair ******************** oil leaks in exchange for the misunderstanding with his visit in 2020. Sands did contact the warranty company and confirmed coverage of the items listed however the customer misunderstood Braa and thought nothing would be covered. **************** is satisfied with oil leak repair in lieu of what he spent in parts and time on the motor mounts and water pump. 
  
  ***********************
  Service Director
  Sands Chevrolet - Surprise

   

• Initial Complaint

  01/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Purchased a 2022 Chevrolet Silverado LT on 12/30/2021 from sands Chevrolet Surprise, AZ.Had a verbal agreement that the contract would not go past 84 months with $13000. down with no trade in.Completed the transaction but was not given any paperwork until the next day. After receiving "some" paperwork I realized that they had us sign a contract for 96 months rather than the agreed upon 84 months.There was also a purchase of a warranty added to the contract that we had never discussed and did not want also we were quoted $639. for gap insurance that we agreed to purchase but according to the little paperwork that we received we were charged $1100. for the gap insurance and nowhere does it indicate that we put down $13000. cash and that it was credited to the purchase which should have brought the purchase price down from $53000. sticker price to $40000. but it did not as we were charged $52623.93.

  

  Business response

  01/12/2022

  **************** came into our Dealership and reviewed all documents in her deal file. **************** was given the opportunity to cancel any aftermarket products that she did not want and add anything she did want. **************** stated this would satisfy her concerns and she would contact BBB and let them know that her complaint was satisfied.

   

  Thank you,

  ***************************
  Sands Chevrolet, LLC
  Office Manager

  
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The loan person at Sands, *************************, knew we could get a better rate at our bank I expressed wanting to go with my bank to get the lower rate. He pressured us to sign his paperwork saying we could then go to our bank secure our rate And come back to him within 3 days (72 hrs) with confirmation at which time our loan would be written with our bank. Never having done a bank vs the dealership we didnt know if that was accurate but did trust him and sign his paperwork, it was Sunday so we couldnt go to our bank that day. We did go to the bank, who doesnt do lending in a brick location, they sent us online and we did secure the confirmation and go back the the dealership. *************** told us that there was no way he told us to do it that way, he could not recall us having that conversation. He then said there was nothing he could do. He left his office to confirm with his manager, came back and said that GM would be angry if they tried to undo what they had done so there was nothing he could do for us. He said go refinance with our bank. We told him our back doesnt do refinance only the original loan and he said we were wrong, try it in 30 days. We are not wrong they do t do it. Only the dealership can complete our loan with chase bank.We want our loan written as promised by *************************, to ***** bank, not GM. We feel scammed and lied to, and all he could say is I dont remember and not to be rude, but I wouldnt say that I feel like we got suckered into the Nigeria prince ***** scam. The difference in interest on the loans is $3200

  

  Business response

  11/04/2021

  Our Finance Director, *************************, spoke with **********. The transaction has been re-contracted to meet Chase Bank's requirements. This should settle ************** concerns.

   

  Thank you!

  ***************************
  Sands Chevrolet
  Office Manager

   

  Customer response

  11/04/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have already been to the dealership and ****** has really loved this. A big thank you to him for the quick resolution. 
  Regards,
  
  ***************
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to Sands Chevrolet Surprise after a minor accident on 8/25/2021 that broke my grill and dislodged my bumper. They replaced the grill and called to tell me my car was ready. After arriving home my husband asked if they did a walk through with me which they didnt and he noticed they replaced my grill with another broken grill that was in worse shape than how I brought my vehicle to them. And to top it off my bumper was not fixed- the one side is still dislodged. I called back Monday and *************** I believe his name was played dumb that he remembered my car and he had 3 ppl look at it and he was sorry it was missed. When I brought up the bumper he said that sometimes it wont go back flush as it may be out of line. I told him that was unacceptable. They want to charge me $140 for a diagnostic test without telling me upfront that charge would be there and they want to tell me they have to make sure labor is paid when I had to go back due to them messing up and error

  

  Business response

  10/11/2021

  
  
  Our management team has made several attempts to reach **************** in order to resolve her concerns. Unfortunately we have been unsuccessful in doing so. *************** can contact our collision center director ******************* directly at (602)402-3

   

  Thank you!

   

  ***************************
  Sands Motor Company
  Office Manager

   

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2021 Silverado in for service. On7/26/2021 later that day a service advisor called me and said the price was going to be $895.00 for what I was getting done on my vehicle. I said no thats not what was agreed. I said please dont perform the service on my vehicle I will come back and pick it up later that day. He then called me back and said I talked to my manager and we can do it for $500.00 out the door I said ok . I also asked to speak to the manager. Never heard from him ****. When I picked my vehicle up they all treated me like I was lying about the price when in reality they were not all on the same ****** When I was charged $673.00 I was surprised and I asked hey you guys said $500.00 what happened to that price they just acted like what . In closing the service manager **** said I will honor the price I will have a teaching moment with ****** my service writer. But yet I was giving 3 different prices. I dont feel as they are honest and upfront.

  

  Business response

  08/06/2021

  PLEASE SEE THE ATTACHED RESPONSE FROM ***********************

  Customer response

  08/09/2021

  The response from the dealership is not correct. I did not use the overnight drop my wife and son dropped off my truck. The morning of my scheduled appointment. I also never said I was to be charged $500.00 out the door that number came from **** the manager. After I told ****** not to work on my Truck.in Youre response you are admitting to a price change sounds to me like you need to get your stories straight. Im just disappointed in the level of service and the run around I dont feel as if you or your team care about the level of service. I know its just another service. But to me its my Truck I take pride in work hard to pay for that being said I just dont know how this went so wrong. 

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