ComplaintsforRosenthal Chevrolet of Alexandria

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Rosenthal Chevrolet Corporate office is suppose to cancel my gap insurance and give me my refund check. I spoke to ******************* at ************. ******************* email address is ***********@landmarkhonda.com

  I was sent a gap refund check by ***************** ************ which had both my husband and my name on it. I informed **** my husband is deceased I provided her with a copy of the death certificate. I need my gap refund check back.

  Please send me a check with just my name on it.

  Business response

  08/29/2023

  This issue was resolved last Thursday, August 24 when she picked up the new refund check (without her husband's name) at Landmark Honda.

  This should resolve the issue.

  Customer response

  08/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******************************************
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 27th, I wrote a lengthy review on ****** explaining everything that I have experienced with this dealership. https://www.******.com/maps/reviews/**************************************************************************************************************** I purchased the vehicle on 11/26/21, came back on 12/13/2022 to purchase the vehicle maintenance warranty and when I came back to the dealership for my first maintenance the maintenance department advised that there was no agreement on file. I immediately spoke with finance and they advised they have corrected the issue. Moving on to April 2022, I contacted ********* they stated there was nothing on file, I contacted the dealer furious requesting answers and seeking a refund for the vehicle maintenance agreement. Harold F********* advised he will look into the manner and expedite the process. I contacted Assurance again and they advised the policy was not issued until March with incorrect mileage reported. Due to the lack of communication and customer service I requested to issue me a full refund due to inconvenience. I submitted this request to finance on April 22, 2022 and on April 29th he provided me with a copy stating that he has submitted the request for refund. After no updates, I filed a complaint on ******* and Chevrolet reached out May 17, 2022 to help resolve the matter. Chevrolet also had difficult contacting the dealership and was able to provide me with some resolution on June 7, 2022. Rosenthal issued my refund the week of June 7th. It was however short of the amount that I paid on 12/13. Since then I have reached out to the dealer on June 12th and Chevrolet and no response or follow-up from the Dealership. The experience at this dealership is by far the worst I have ever had. I want a refund of $147.21 and something for my inconvenience of constantly contacting this dealership and trusting that they processed everything correctly since December and they did not.

  Business response

  07/15/2022

  To Whom it may concern,

  The customer received the correct cancelation amount based on the contract.  However due to not being able to utilize the contract, Rosenthal Chevrolet is cutting her a check for the $147.21.  This is what she has requested.  If you have any questions please feel free to contact me at *************.

  Harold F*************

  General Manager

  Rosenthal Chevrolet

  ************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Rosenthal Chevrolet on March 18th. My temp tags expired on April 18th and no signs of my plates. I have reached out to Michael in finance over 30 + times to inquire as to when my tags would be sent and he has danced around the issue. When I purchased the car it was late at night and a black car. The next morning I got up and saw there was a pretty decent scratch on the front fender. Additionally the PSi in the tire had dropped pretty significantly. I called Michael & he said that he wanted me to come down and that they would take care of it. Upon arriving he said that he felt “so bad” and wanted to offer me a discount on one of the products that would help fix the scratch. Turns out he had already submitted the loan and would have to amend it. I wasn’t aware of this until after the ******* had been scheduled and done. He told me that the agreed price of $600 was not gonna be able to be honored and that he would have to charge me $900 AFTER the product had been applied now that the loan couldn’t be amended. Here I am now over 45 days since purchasing the vehicle and I now find out that my tags are delayed because they are waiting on one signature. Well, I’ve reached out to Michael three times, ZERO returned calls. No effort towards this matter. Zero.

  Business response

  05/27/2022

  Customer *****************************

  The Customer has received his plates.  

   

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: 2/26/2022 I have two separate complaints for the same incident. I went to the Rosenthal ***** dealership to retrieve my vehicle. The transmission somehow malfunctioned and I needed a new one, which is covered by my warranty. When I dropped off my keys, there's a checkmark box that I checked, that asks me as the customer if I would like to receive a phone call for any additional charges to my account. The did call me once to say there would be a $300 surcharge which I agreed to. They never called me back and when I came to the dealership to pickup my truck, I was surprised with a $916.75 ****. I immediately called the police and the police advised me that this was a civil issue. My other issue is upon leaving the dealership with my truck, the mechanic gave me the vehicle back without putting air in the tires. The back-drivers tire was at 23 psi, and the back passenger as at 27 psi. I asked him to fill my tires up, he seemed to begin to have an attitude when I pointed out my tires needed air. He only filled one tire, and left the back passenger at 27 psi, and let me drive out like that. With potentially unsafe equipment on the road, from the dealership. I believe the order order #:***** or **********

  Business response

  03/21/2022

  Hello DR ********************************** #********

  ****** *******

  
  

  THe Customer was called about the ****. THe Extended Warranty had a deductible of $100. The balance of the amount due was communicated to the customer.  The Extended Warranty did not pay our full labor rate the balance due was addressed with the customer by us and according to the warranty company by them as well.  

  
  

  The customers other concern with the tire pressure was missed when he came to pick up the vehicle and was addressed in our service lane.

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rosenthal Chevrolet filed false claims to my warranty company stating I approved work to be done. I did not! I was told I would only have to pay my deductible, but I have now received an invoice for well over the deductible amount. Work was done to my car that I was not aware of and am now expected to pay. They are holding my car until it's paid. I only owe my deductible. The invoice reads that I approved the work outside the scope of the warranty. I most certainly did not! Also, approx. 2 weeks ago, the Service Agent, *************************, asked me to sign a new work order because he said the original was lost. When I arrived, it was blank, and he assured me he would fill in the work as soon as he could. They (Rosenthal Chevy in Annandale) are deceitful and should be fined for fraudulence and lies!!Please assist. This is bad business!

  Business response

  11/09/2021

  ---------- Forwarded message ---------
  From: Ogun Y******* <***************@rosenthalchevrolet.com>
  Date: Mon, Nov 8, 2021 at 4:02 PM
  Subject: Response to Complaint ID# ******** *********************
  To: <[email protected]>
  

  
  

  Dear Resolution Team

  
  

  ************************* brought his 2014 Chevrolet Corvette in for repairs and informed us that he has an extended warranty. We had him sign the documents for us to perform the work and process it through his warranty company. Prior to work being performed, we get pre-approval and the warranty company denies the work as a covered item. We informed ************ and he kept insisting that it should be a covered item and he has signed the paperwork authorizing the work. In his complaint letter, he states that we lost the paperwork and had him sign a blank copy. It is correct that we did not have the original copy he signed, however, we reprinted and had him sign another one. It was not a blank paper, just a reprint of the first one. (see attachment repair order). Upon completion of the work, he came in and paid for the uncovered item and his deductible of $300.00, which he thought he did not have to pay any deductible. This warranty was sold by another dealer (******), and clearly noted on his contract. We did feel that the warranty company could have made an exception for this case due to the interpretation of the covered item. Before we even received the complaint letter, we had disputed the case and appealed it with their rep and escalated to a higher management. Currently, they are reviewing and have not made any decisions. I did call and give ************ an update. He was thankful that we are still pursuing to get his claim honored and refund his money. 

  I hope this email will explain our side of the dealing with ************ clearly. If I may be of further assistance in this manner, please contact me at once.

  Thank you for working with both of us!

  
  

  Best regards,

  
  

  Ogun Y*******
  General Manager

  Rosenthal Chevrolet

  Customer response

  11/10/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  I was told by the Service Advisor, ********** ***********, that the rotor would be "covered".  At no time did I "approve" work on the brake caliper because I didn't know it even needed MY approval, since ****** said it was "covered".  So that is a bold-faced lie.

  
  

  Also, the additional work order that I signed was BLANK!! ****** told me he "misplaced" the original, so I drove to the dealership to sign what I thought was to be a re-write of the original.  I trusted my Service Adviser.  HUGE MISTAKE!!!

  
  

  In a nutshell, my monitary portion was only supposed to be $300, not $1300.  ****** apologized for not telling me that the caliper was not covered and offered to reduce the price of the total bill.  So instead of paying $300, I paid $900. $600 MORE than I was told, but I had no choice if I wanted my car back.  They were in essence - holding my car hostage!

  
  

  I will never take my car to Rosenthal again.  Their business practices are unethical.  And I will do everything in my power, whether online or in person, to evagngelize my horrible experience and convince others NOT to take their vehicles there either.

  
  

  And the phone call I received from the General Manager was a month late, as I called Rosenthal several times to speak with him and he never came to the phone or returned my calls.  He only called me because corporate got a hold of my BBB complaint!!!

  
  

  NEVER AGAIN!!!
  
  Regards,
  
  *********************
  

*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. ↩