Freeway Chevrolet

Freeway Chevrolet responded

Hello John, I want to thank you for the business that you have done with us. I'm sorry that you feel that our pricing is too high, but we use the same labor guidelines and parts pricing as pretty much every Chevrolet dealer in the valley. Unfortunately, we can't compete with those small independent stores for obvious reasons. We use factory parts and have factory trained technicians that work on your vehicles. We also provide a warranty on all work performed by us and can be warranted out at any Chevrolet nationwide. We have a great friendly staff here to provide you with world class service. If I can do anything for you, or if you just want to discuss this matter, please contact me directly at 480-735-0302. Thanks and have a great day. Lonny Ulibarri Service Director LonnyUlibarri@freewaychevrolet.com

Freeway Chevrolet responded

Mr. Serrano, I certainly appreciate your opinion, but this review has another side to the story. If you had owned your vehicle with no payoff and if it was titled by yourself only-- we could process your paperwork for your trade-in that day. Unfortunately, you had a pay-off and there was another person on the title that lived out of state. We had to send the paperwork to New Mexico to get all the appropriate signatures so that we could pay off your trade and do the proper pay-off and title work. Unfortunately,As you know, the other person on your title was unavailable for a few weeks and you had to pay the additional days on your prior loan but that was your obligation--not Freeway Chevrolet's. What we did was get an "ESTIMATED" 10 DAY PAY-OFF. We put that amount on the contract that you signed. If we got it resolved before 10 days-- you would be reimbursed the difference-- this is all in writing and contractual. As part of the same contract you are obligated to give us all the documentation necessary to process your title and if it takes longer, you are responsible for the difference. We also got you approved with zero down and you had $10,000 in negative equity.. there is absolutely no dealership in the country that could make money on a deal like that-- we worked hard to get the deal done and that deal helps us hit our goals that are set by Chevrolet. I find it offensive that after doing a deal like this we are accused of being hungry for your money. There was NO error on our part as far as your pay off-- you are 100% responsible for it until we have all the necessary documentation from you to process the paperwork. I am sorry that we did not explain it clearly in the beginning and I am sorry that you feel as you do now, Michael Cook General Manager

Freeway Chevrolet responded

Hello and Thank you for your kind words. It was my pleasure to make this happen. I hope all is well and I look forward to seeing you all in the future! You are very welcome, Michael Cook General Manager

Freeway Chevrolet responded

Hello, I am sorry to hear about this. Dennis is a long term employee that usually does a great job with our customers. I have spoken with Dennis and he knows that he did not act in accordance with our policies and expectations. I cannot change the past, but I do apologize and I wanted to let you know that if you do change your mind, you can always deal directly with me. Feel free to contact me at anytime, Michael Cook mikecook@freewaychevrolet.com 480-753-1234

Freeway Chevrolet responded

Hello , I appreciate your opinion. Freeway Chevrolet supports a lot of organizations within the community and we take great care of our employees. Like all businesses we have challenges in operating daily for numerous reasons. Freeway plans to offer a competitive price and quality for all services provided. We provide a lot of free amenities to our customers and will try to continue to do so, However, we reserve the right to change or halt these amenities at any time. With the expansion of our business and with the overwhelming amount of FREE and ON DEMAND car washes that we did on a daily basis, our customers were waiting longer than normal to get their cars completed, and there had been complaints about the quality of the car wash as well as my people were always behind. Every car that is purchased or brought in for service will get a car wash. Unfortunately, we cannot continue to offer free car washes every time someone wants one. Freeway offered it as long as it was possible and we regret that we cannot continue to do so. Most dealerships do not and have not ever given free car washes, I am sorry to hear that although we strive to provide excellent customer service and try to be the lowest price at all times for our customers that you are this upset. We would rather discontinue the free car washes and keep our prices low than raise the prices to accommodate the cost of the car washes. We have never put any of our amenities in writing that promised or guaranteed them. We do offer a half price oil change for life program and even with that on the back of the card it states that it is not guaranteed forever. In business and especially in these challenging economic times things will change at times. I apologize for any inconvenience and again this decision was not made easily, Michael Cook General Manager