Bill Heard Chevrolet

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Horrible!!!!
Posted by on
SCOTTSDALE, ARIZONA -- I was driving down McDowell and noticed this very nice looking dealership on the south side of the road. I had been looking to get out of my car and into an SUV of some kind. When I got home I looked online and sent in an inquiry asking for some details. It took Bill Heard two hours to send me any kind of response. So I emailed them back letting them know what it was that I was looking for. They never sent me any information back. I called asking for the internet manager hoping something was wrong with there email and after leaving him three voicemails and getting nothing back I decided to go elsewhere for my business. A week later I received an email asking me about the details on the vehicle I was interested in. I was very upset that they would even try to contact me now.

Why even have an internet department if you can't get a hold of anyone. I think they have HORRIBLE customer service!
     
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Aerocave on 2008-03-28:
Some dealerships have not realized the importance of the internet in terms of response times and designating the right personnel to handle incoming leads...I don't necessary think this means the entire customer service at this dealer is bad--although I do feel that it reflects the overall satisfaction of the dealership.
Anonymous on 2008-03-28:
I don't like Ed or the Rip Off Report but he has a very good report on these guys:

http://www.ripoffreport.com/reports/0/038/ripoff0038266.htm
Anonymous on 2008-03-28:
I'm with the two above on this one and can only add that most companies have not realized the importance of the internet in terms of response times seems like they just need to say they are on it and that's enough.
Anonymous on 2008-03-28:
*shaking head* Ridiculous. I guess it never really occurred to you that while you were driving PAST the dealership to STOP and get your fat azz out and actually talk to someone. NNNNOOOOOOO, you rather complain about them because they didn't answer your email.
Anonymous on 2008-03-29:
Dealerdirect, it may have been as easy for them to stop at the dealership while passing by, but there is always the possibility that they had an appointment to keep. It would have been great customer service and the potential for a sale if the internet department had simply replied to the request for additional information in a timely manner. It can take a salesmen less than five minutes to respond, and if the customer turns out not to be interested, the salesman hasn't wasted much of his time.
Anonymous on 2008-03-29:
I'm inclined to think that the problem is simply poor awareness of the dealership staff about the importance of rapid responses to e-mail inquiries. I cannot bash the poster for not stopping to visit. Sometimes, it's better to see what is available, general prices, and get a feel for the dealer via a website than it is to walk around the lot with the sales staff circling like sharks.
lepearso on 2008-03-30:
Don't you dare buy a car from Bill Heard! Do an Internet search and see all the lawsuits and complaints out there on them! Be glad they didn't reply to your e-mail and give you some bait and switch that would ruin your finances! Stay away!
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Still not repaired after 12 days in shop
Posted by on
LAS VEGAS, NEVADA -- My son bought a 2006 Chevy Aveo on November 5, 2005. On July 3,2006 because the ignition would not turn off and we could not get the key out of the ignition. After checking it out I was told that a part broke inside the ignition and could not be fixed before July 5. I asked if they would give me a ride home and they told me they had shuttle if I wanted to wait an hour and half. I decided to walk home. On the 5th Slim called and told me that it was going to take up to 10 days before they could get the part. On the 13th I called and was told they have no idea when they would be getting the part. I do not advise anyone to buy a car from Bill Heard.
     
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Doc J on 2006-07-15:
I don't see a complaint with the dealer here. It's impossible to stock every replacement part for every make and model of the vehicles they sell. Dealers often stock only the common parts and most use a system called "just in time replacement" ordering for those. Special parts are special ordered. If the wholesaler or manufacturer is backordered on a special part, you're stuck. Perhaps you can be proactive and scour the Internet for the needed part. Suggest this to the dealer. They may not wish to do this, but it's worth a shot. Good luck!
twin2jerry on 2006-07-15:
Thank you for your advise, I will try to locate the part. I still think the dealership should offer a loaner car if finding the part is going to take weeks or months to find. We have not been given a timeline on how long we will be without transportation. That has been the policy of other dealerships I have delt within the past.
Doc J on 2006-07-15:
Loaner cars were once a standard amenity at dealership shops. Fewer are offering the cars because there are usually more customers needing repairs than there are available loaner cars. You might check your auto policy and warranty for rental car coverage (auto policies usually only cover if the car is disabled due to a crash).
Anonymous on 2006-07-16:
With backorders you never get an accurate release date. Since this should be covered under warranty you may want to contact GM (look in your owners manual for the phone number) customer service. If you are polite and a little lucky, they may authorize a rental for you. Also ask the service manager at the dealership if he/she could contact the GM zone rep for possible assistance with a rental car. Good Luck
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