Simi Valley Chevrolet

Lilylee responded

Thank you for the response, but your message still avoids taking accountability for what actually happened during our visit. First, bringing up that the vehicle was “priced aggressively compared to the market” is completely irrelevant. Your dealership chose to advertise the vehicle at that price, not the customer. Customers should not be blamed for responding to the price your dealership publicly listed online. Second, before driving nearly two hours to your dealership, we specifically called ahead and asked whether there were any dealer add ons beyond the advertised price, taxes, and documentation fees. We were told no. After arriving, we were then presented with an additional $2,398 protection package. When we explained that another employee had told us there were no add ons before we made the drive, the response we received was essentially, “I don’t know who you spoke to.” That is not an acceptable way to handle the situation. Customers should not have to deal with inconsistent information between employees after driving two hours based on what your dealership communicated over the phone. A dealership should have consistent communication and proper employee training before asking customers to spend hours traveling to visit. Your response now claims the package was removable, but that was not our experience. We requested for it to be removed, and it was not removed. Saying now that it was “removable if a customer chooses not to purchase it” does not match what actually happened during negotiations. Third, regarding the AC issue, your response again changes the narrative of what occurred. We informed your salesperson multiple times that the AC was not blowing cold air. Instead of acknowledging the issue, we were repeatedly told the vehicle was large and therefore took longer to cool down. The concern was not acknowledged until we specifically requested to compare it with another Pacifica on the lot. Only after that comparison showed a clear difference did your staff finally admit something might be wrong. At no point in your response did you acknowledge the attitude of the sales staff, the misleading communication before our visit, or the inconvenience of driving nearly two hours based on inaccurate information. We understand used cars are not perfect. That was never the issue. The issue was transparency, professionalism, and the complete lack of accountability shown both during the visit and again in this response.

Simi Valley Chevrolet responded

Lilylee, I appreciate you taking the time to further explain your experience, and I do understand why you left frustrated after making a long drive to visit us. Regardless of differing perspectives on the negotiation itself, I agree that clearer communication prior to your arrival could have helped avoid some of the frustration you experienced. To clarify, our intention was never to mislead you regarding pricing or vehicle condition. The protection package discussed during your visit is optional on our vehicles, but I do acknowledge that your experience during the negotiation did not leave you feeling that way, and for that I apologize. We are constantly working with our team on communication and consistency so customers receive accurate information before making the trip to our dealership. Regarding the AC concern, once the comparison was made to another Pacifica and a difference was noticed, our staff immediately agreed the vehicle should be inspected further. While there may have been a misunderstanding during the initial discussion, the intention was not to dismiss your concern, but rather to understand whether the cooling performance was normal for that specific vehicle. I also understand your point that this was never about expecting a used vehicle to be perfect. Transparency and professionalism matter, and I genuinely regret that your visit left you feeling otherwise. While we may not agree on every detail of the interaction, I do appreciate the feedback because it allows us to address opportunities internally and improve the customer experience moving forward. My offer still stands to personally revisit the situation with you if you would be open to it. – Anthony Christmas General Manager

Simi Valley Chevrolet responded

I’m sorry to hear about the frustration you experienced with your vehicle’s battery so soon after purchase. However, I must clarify some important details about the warranty and also address the language used toward our staff. The 3-month/3,000-mile limited warranty we provide on pre-owned vehicles covers powertrain components only—specifically the engine, transmission, and differential. It does not cover the battery or other wear-and-tear items. During your purchase, you were offered the opportunity to purchase an extended service contract that would have included broader coverage, and you chose not to do so. For that reason, the replacement battery would not be covered under the warranty that came with the vehicle. I also need to be clear that while we always strive to help our customers and explain coverage options, I will not tolerate anyone speaking to my sales consultants or staff in a disrespectful or offensive manner. We value constructive dialogue and will always treat our customers with professionalism, and we expect the same courtesy in return. If you would like to discuss this further in a respectful way, I welcome the opportunity to speak with you directly at 915-841-8349 or achristmas@simivalleychevrolet.com Anthony Christmas General Manager Simi Valley Chevrolet

Simi Valley Chevrolet responded

Thank you for your kind words! We’re so glad to hear that our team is always friendly and easy to work with, and that communication with your advisor has been excellent. Providing a smooth scheduling experience is a top priority for us. We truly appreciate your trust and look forward to serving you again! — Anthony Christmas General Manager Simi Valley Chevrolet