ComplaintsforDoug Henry Chevrolet Inc

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to ********** Chevrolet and spoke to ***** about purchasing 2022 traverse. I let him know I have a current lease and would be open to trading as I had 3 more months on my current lease. IHe said he had a Black LT cloth in transit. I ask if I sent him my vin, mileage and pictures could be work up a deal and he said yes. We then started texting information and after I received the signed numbers for either purchase or lease I let him know I was good with the lease numbers and ask what were next steps. He told me the car was scheduled to arrive 1/28 but that they do come in early sometimes and that I would just need to do the credit app. He sent me the link and I submitted the credit app and ask him to let me know once he received ** the information. He said it was pending ********* and that his manager had gone to get a car from another dealership and would give me a final number as the initial page had a range from 397-407 36 months 15k miles. I ask him what I needed to do if I wanted to move forward and he said just the credit app and nothing. He then text me the next day and said the system had amortized it wrong and the payment would be 448 and some cents. The sales manager called my and apologized saying he had input some wrong numbers and that the price would be 400 and some cents. I said that is good and******- sales manager said it was his fault and not to be mad a *****. He said you and ***** can work out next steps but that they expected the car to come that day which was Wed 1/26/2022. I told him to have ***** let me know when the car arrived and I would come get it. I didn't hear from ***** on Wednesday and figured it didn't arrive or they were inspecting it. I received a call from ***** 1/27/2022 that they sold my car to someone else last night without calling me to let me know it had arrived. They do not have another car like mine and did not try to make it right. They knew I was planning on buying the car but never let me know it arrived.

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/26) */ We apologize for not being able to complete the transaction on the new Traverse with this consumer. Due to inventory shortages are experiencing more demand for vehicles that we have available. During our interaction with this guest, we did quote payments both online and verbally over the phone. The guest did not visit the dealership and lived over an hour away. There was an intent by both parties to complete the transaction. At no time did anyone at Doug Henry commit to hold the vehicle, take a deposit to hold the vehicle, or complete any financial transaction/paperwork to transfer ownership of the vehicle. There was some miscommunication with initial payments given to the guest. We apologize and the quote was certainly provided in good faith. The lease quote is complicated with many variables like term, mileage, trade equity, down payment, security deposit, first months payment, rebates etc. Once **** confidently calculated a final payment he cleared the payment quote issue with the guest on 1-25-2022. It was left for the guest and ***** to make final arrangements once the vehicle arrived. ***** did not speak with the guest again on 1-25-2022. The vehicle did arrive later in the day on 1-25-2022. Another manager sold the vehicle to a local guest that was in the dealership on the evening of 1-25-2022. On the morning on 1-26-2022, ***** called to make the guest aware the car arrived and was sold by someone else. The guest was upset. ***** and **** apologized for the situation on 1-26-2022 and tried offering another vehicle. We regret the situation came to this result. Consumer Response /* (3000, 7, 2022/01/27) */ When speaking with***** I told him to have. **** let me know when the vehicle arrived and did not hear from ***** until 1/26 which is when he told me the traverse was sold. I was not given the opportunity to come get the traverse. I have a credit inquiry now that doesn't need to be there. I would request that be removed. As far as I did not place a deposit for the traverse, I clearly ask what I needed to do to move forward s rated in my text messages and a deposit was not ask of me. In their response to they tried to offer another traverse, it was an LS trim with less options. ***** said if he could find another LT he would call. This was very shady of the dealership and deep down they know they did a dirty deal. They should have made this right but instead they just said sorry and sent me on my way. I had reached out to the GM and ask for a call and never received it as well. I want this credit inquiry removed!!! Business Response /* (4000, 9, 2022/01/27) */ This consumer gave us electronic permission to submit their credit to ************ for a credit inquiry. Our dealership does not control removing credit inquiries, and would need to be addressed directly with the credit bureau itself. Providing the credit information to secure financing arrangements does not secure the ownership of the vehicle, but is a step in the process of buying a car. We regret that the car was sold before this consumer was able to complete the transaction. ***** was honest with the consumer and told her the car was no longer available. This consumer could have bought something else from another dealership or decided not to buy our car at any time. If that happened the dealership would not have had any reasonable right to blame the consumer for not completing the transaction with us. We apologize that the events occurred and have frustrated this consumer. Our dealership is trying to operate in a challenging environment where we cannot provide enough vehicles due to supply chain disruptions. We certainly take no pleasure in external forces causing us to maintain low inventory levels falling well below all desired consumer demand.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩