Five Star Chevrolet

This is long for a reason. Worked customer service 10+ yrs & dad was as a car salesman; I don’t leave bad reviews for small stuff, but this was BAD. We came from La, 10+ hrs aw Worked customer service 10+ yrs & dad was as a car salesman; I don’t leave bad reviews for small stuff, but this was BAD. We came from La, 10+ hrs away w/ a toddler & I’m pregnant. Initially had a great interaction w/ salesman, Jay Hoff- kind & helpful. Told us we’d be texted details & a walkthrough video. We figured out it wasn’t only Jay texting, but texts came from same #, causing confusion. We were told different answers to questions & lied to about things that others were lied to about (wish I saw reviews before). We requested a more detailed vid since we couldn’t test drive, was never sent it. After agreeing on $, we planned travel & local financing to make the closing as quick as possible. We asked if we were both needed & told whoever’s name was on credit union check is who needs to come (implying a name would be on it). Our credit union is 45m away & we had to be at the dealership in 2 days. So, we had to take time off for travel & to get check. The teller warned that some dealers have issues w/ the check being written out to us & dealership, but we were told a name was going to be on the check the day prior. We called to double check & learned that it’s an issue.. Causing another trip the next day w/ my husband - due to policy w/ reprinted checks. This is the 1st time I spoke w/ the GM, John Minshew following my conversation w/ Used Sales Mgr, Justin Walters - who was rude, inconsiderate, & condescending. When I initially tried speaking w/ GM, it was impossible. Kept getting calls from Justin relaying messages from the GM “he’s busy & wouldn’t help me more than Justin.” Eventually got a call from the GM, & he said he’d handle it. While on the call, I spoke w/ finance to ensure that our check would be accepted for our down payment (like we were told it would) & now cashiers checks is required. If we didn’t catch these errors, we’d be in a bad situation once we arrived, costing us time & $$. To note, I tried to finance w/ them, but Justin wouldn’t confirm rate. Said he’d likely match our credit union..right. Once we arrived, the car wasn’t detailed like they said it’d be & ~2,500+ miles are on the car than we were told (when price comparing, Justin said it wasn’t a fair comparison since the other car had 3k+ miles than theirs). Justin said a detail was part of every sale & we’d be “shown the red carpet” when we came.. coffee machine- broken, bathrooms- out of order, waited forever bc they piled on closings at same time, roof rails were missing screws needed to attach them to the car. Red carpet? Not even bare minimum. Finally met w/ finance & were told previously that we’d get 150 in travel reimbursement same day by check. Finance said it’d be overnighted. We called the following Monday & told they’d overnight it that day. Called after days & they said it’d be sent by Friday. Called when it didn’t come- no answer. We got a VM saying it was mailed on one date & when we called back, was told it was sent on an another date. Asked to speak w/ the GM again due to conflicting answers & finance saying he refused to give us an est. delivery date but we can try calling a different dept to see if they would be willing. We were told the GM would call back in 10m. Waited 2 days & texted Jay to tell GM to forget calling. If this many people aren’t on the same page at the dealership, obviously leadership is ok w/ it. The call would do nothing. Turns out they don’t overnight checks & that was wrong. Got the check weeks later. I’d give 0 stars if possible. Jay was good. The GM seemed to care during initial call, but his refusal to call back lead me to write this review since it’d do more than him “handling it”. Justin straight up shouldn’t work in customer service. If I could share our calls, you’d see. I hope whatever customer service dept responds under this listens to every call I had w/ him. The GM comments on bad reviews, but there’s no point. I tried reaching out before making the review. More