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RK Chevrolet - poor customer service
Posted by Jammieg on 01/09/2010
VIRGINIA BEACH, VIRGINIA -- First of all, the reason I am writing this is because I could not find a number or email for a general manager for rk chevrolet. Sure, I could have called the local location and gotten the information but I don't want to deal with anyone there anymore. On Dec. 11 my husband and I went in to rk chevrolet and traded in our impala for dodge caravan. We were very pleased when we walked out of there that day with the service and with our purchase...and that's where the happiness ends. Once they had our money we just fell off their grid...at least that's what it feels like. First, our salesman was supposed to contact us regarding an estimate on having an extra key made. My husband was out and about 2 weeks later and decided to stop in ask about is, since we were never called. Sure enough, he had the info, just hadn't gotten around to calling us with it. While my husband was there (and this was about the 23rd of dec.) he was informed that there was a hold up on the payoff for the impala we traded in because they needed some insurance information. Something a simple phone call would have fixed. My husband gave him the info and reminded him (as they had been told when we traded it in!) that the payment on the impala was due the 27th of dec...a mere 3 days later. Sure, sure..we were told...it'll be taken care of. We received a call on Jan 6th that informed us that the payment on the impala was now 9 days late. What?? So we called rk and was told to call a gal in financing to see what the hold up was (not our job but we did.) We had to leave a message. We hadn't heard anything by the next morning so I went down there in person the next day. Our salesman was there and his first question was "well, didn't he call so and so yesterday?" Again, NOT our job, but I told him yes, we left a message, it is now 10:30 in the morning and we haven't heard anything and we need this fixed today! He made a phone call. Turns out, she tried to send the info the day before but there was over a $200 difference in what the payoff was that day and was put on paper almost a month before and she had to have someone else authorize the extra. Once again, a simple phone call that didn't get made. So he said go ahead and do it and assured me it would be put through that day. Well, we were called once again today on the impala and told it has not been taken care of. We called and was told the check was cut and sent yesterday. We have never had a late payment on the impala and now thanks to rk we do. That is our CREDIT they are messing with! It has been 1 MONTH since we gave them that car and it is just now getting paid off? And as far as I know, only because we had to stay on them about it. That is ridiculous! This was the first car we had bought from rk and it will be our last. We had previously gotten our cars from beach ford, where they know what customer service is all about. Not only did beach ford call us a week later, with each car, to simply ask if we were still happy with our purchase (definitely not something rk did) they bent over backwards fixing a mechanical problem on one of the cars just after we got it, at no cost to us, and with a free rental while it got fixed. We went to rk because beach ford only had a couple mini vans and they weren't quite what we were looking for. Oh, and beach ford sent us a coupon for a free oil change as an appology for not being able to provide us with what we were looking for in a car! How awesome is that?
     
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Posted by Anonymous on 2010-01-09:
RK Chevrolet
2661 Virginia Beach Boulevard
Virginia Beach, Virginia 23452
757-486-2222
rkchevysales@rkautogroup.net

Bottom right corner of the website.

or

http://rkchevrolet.com/displayForm.asp?id=4&keywords=contact
Posted by TomKline on 2010-01-10:
Dear Jammieg,

I apologize that you were treated poorly. I am sorry and I would like to fix the problems that you have outlined here, as I think I can help you.

For many generations, we have prided ourselves on our customer service, before, during and after the sale. I acknowledge that we have fallen short here, but I want to make it up to you.

Please contact me at my office at 431-6507 between 8:00 AM and 3:30 PM Monday through Friday. That is my direct dial number. If you would be so kind as to call me, I can assure you that I can make you 100% satisfied. I have been at RK for over 19 years and I have the authority to make sure that you are happy, in the end.

Again, I am sorry you are unhappy now, but I want to change that.

Sincerely,

Tom Kline
Controller
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Customer Service
Posted by ram 1500 on 11/15/2009
VIRGINIA BEACH, VIRGINIA -- I purchased this truck on 10/25/09 a Sunday. I was not given the truck until Thursday 29, 2009. I was told the truck was just turned on on the 28th and they had some paperwork they needed to complete and that they was doing a check of the truck because since they RK is a big dealership they complete more checks than others. I was then told in the middle of the week they had finished checking and inspecting the truck and a ball joint was replaced on the truck and it would be ready soon they just had to clean it. I had returned to the dealership during the week to sign new paperwork because the original paperwork had the wrong year of the truck on it. The dealer also put new tires on the back of the truck after we found the problem with the year of the truck. I picked up the truck on Thursday evening after I was called and told everything was complete. While driving the truck on the interstate I felt a pull every now and then on the wheel. I thought this was because the truck needed a wheel alignment. I did not check the oil or wiper fluid on the truck because I was sure that they were changed or topped of already. I returned to the dealer on Friday to drop off another 250.00 towards my down payment and to let my little brother look at some cars. Being sure that RK checked and top off all my fluids and changed the ball joint on the truck I drove it to Philadelphia, pa on 11/8/09 to a football game. On my ride back the check gages light blinked on one time. I didn't think anything of this because it went right off. On 11/13 and 11/14 the light blinked on again. I decided to then check online to see why that light might be coming on. I found info online that said it could be lack of oil pressure and that I should check the oil. I thought it couldn't be that because it was just serviced at RK. I checked the trucks oil and found none to be on the dip stick. I moved the truck and got under it to check for leaks and found none so I then checked the dip stick again and it was dry. I then took the truck to jiffy lube and told them I wanted to see them change the oil because I believe there was no oil in it. The jiffy lube tech checked it in front of me and nothing was on the dip stick again. Before leaving jiffy lube the tech showed me a busted ball joint on the truck how grease was coming out of it. These was the ball joint I was told by RK they fixed. I have been driving my family around in a unsafe truck for weeks. I am unsure what kind of damage the engine has received from the lack of oil in it. This truck has a large number of miles and needs to be maintained well. I am hopeful that RK can do something to repair this truck and my trust in them. I had went on there word the entire time an have been disappointed by the lack customer care that was given to me and my family.


Update 11/16/09
First I want to thank Mr Kline for his response. I was indeed contacted by Mr. John today and have set up a meeting with him soon. I must say any company that will take the time to not only listen to a customer but agrees to make it right is a place I want to do business with. I have never seen an organization except for the military to respond and address a problem so quickly, I look forward to working with RK in fixing some concerns I have.

Secondly i would like to comment on the person who wrote how they did not understand after I checked the truck and seen no oil why i drove to jiffy lube. Well jiffy lube is not even a mile from my house and I also needed someone else to verify there was no oil in it. I did not want anyone to think I was making the story up about the oil so I went to a repair shop for documentation. I want to believe the good in people , so if you going to say they did wrong you should be ready to prove it.I could have been doing something wrong with checking the trucks oil so I wanted that second set of eyes to be sure.

I will continue to update.

Update 12/2/09
I wanted to update everyone on the status of my truck. I am pleased to say that RK did everything possible to make me happy about the condition of the truck. It was taken back to the shop and put threw several tests to ensure the truck engine was in good condition. I am even more pleased to add that they also gave me a new warranty on the truck just in case a problem arose that they had missed. I am not sure you can have it any better than that. I am so pleased with the outcome I will be taking my mom there to purchase a new car from them before the holidays. You can be at rest when buying a car from RK because they will go out there way to make sure you are well taken care of. I will be back to purchase my next truck. I HOPE YOU WILL JOIN ME.
     
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Posted by Hugh_Jorgen on 2009-11-15:
You can't assume a dealer did everything correctly. You need to take responsibility and check fluid levels on your vehicle, especially before taking a trip.

Even though you didn't see a leak, in the nearly three weeks you drove the truck it might have burned the oil rather than leak it. Keep a close watch on the oil level for a while to make sure it's not going out the tailpipe.

Posted by TomKline on 2009-11-16:
Dear Mr. Jones,

We received this email late yesterday afternoon. I am sorry that you have had difficulty with your truck. I apologize for that.

Mr. John Malaspina, our Assistant Chief Operating Officer will be contacting you this morning to resolve your concerns. We want you to be 100% satisfied with your purchase. In fact, it is our policy to satisfy all customer concerns.

Thank you for contacting us.

Sincerely,

Tom Kline
Controller
Posted by PepperElf on 2009-11-16:
cool
one day and you get a response =)

good luck
Posted by redmx3racer on 2009-11-16:
Wow-you checked the oil, it had none-then you drove it to jiffy lube with no oil? That boggles my mind!
You also said they replaced "a" ball joint. So they probably just replaced one side. Hopefully they will replace the other side for you too.

Posted by ram 1500 on 2009-11-16:
Update 11/16/09
First I want to thank Mr Kline for his response. I was indeed contacted by Mr. John today and have set up a meeting with him soon. I must say any company that will take the time to not only listen to a customer but agrees to make it right is a place I want to do business with. I have never seen an organization except for the military to respond and address a problem so quickly, I look forward to working with RK in fixing some concerns I have.

Secondly i would like to comment on the person who wrote how they did not understand after I checked the truck and seen no oil why i drove to jiffy lube. Well jiffy lube is not even a mile from my house and I also needed someone else to verify there was no oil in it. I did not want anyone to think I was making the story up about the oil so I went to a repair shop for documentation. I want to believe the good in people , so if you going to say they did wrong you should be ready to prove it.I could have been doing something wrong with checking the trucks oil so I wanted that second set of eyes to be sure.

I will continue to update.
Posted by Anonymous on 2009-11-16:
Hello Mr. Kline! Long time no hear from!
Posted by ram 1500 on 2009-12-02:
I wanted to update everyone on the status of my truck. I am pleased to say that RK did everything possible to make me happy about the condition of the truck. It was taken back to the shop and put threw several tests to ensure the truck engine was in good condition. I am even more pleased to add that they also gave me a new warranty on the truck just in case a problem arose that they had missed. I am not sure you can have it any better than that. I am so pleased with the outcome I will be taking my mom there to purchase a new car from them before the holidays. You can be at rest when buying a car from RK because they will go out there way to make sure you are well taken care of. I will be back to purchase my next truck. I HOPE YOU WILL JOIN ME.
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Severe Disappointment
Posted by Dave220 on 10/16/2007
VIRGINIA BEACH, VIRGINIA -- I’m sorry to say that RK Chevrolet service has continued to disappoint me time and time again. I stopped taking my car there for oil changes two years ago, because if your like me you don’t have 6 to 8 hours to get your oil changed.

I recently had what could be called a near miss with this horrible service department, the person helping me was named Don and that is as far as I will go with that part of this complaint. The front of my Chevy Tahoe had been making really bad grinding sounds for about two days. I called to make a drop off appointment and was happy to find out that I had purchased the extended warranty on my vehicle. My wife dropped it off that day and RK had it for 7 days. Upon dropping the car off RK (Don) was informed that I needed this vehicle to take a road trip the following Thursday.

When I called the following Thursday to see if my car was ready I was informed that repairs had been made but they were unable to resolve the loud clunking and grinding sound coming from the front tires. I specifically asked if the car was OK TO DRIVE to my destination. There reply was "the car is fine to drive just don’t put it into 4 wheel drive and we will finish the repairs upon your return."

Three quarters of the way or about 200 miles to my mother-in-laws the ABS light came on followed by a loud grinding that just continued to grow louder. I called RK (Don) and asked him if this was ok or a danger as I now have my 10 month old daughter and wife in the car. I was told again, "Not to worry, your car is safe to drive and we will take care of that when you get back."

At this point let me cut to the chase, I am now sitting here at my mother -in-laws writing this complaint after my front right wheel almost fell off last night. I have taken it into another Chevrolet dealership and in one hour (not the seven days RK took) I was told that I could have had a catastrophic failure and not only lost my front tires but my wife and daughter also.

This is criminal behavior as far as I am concerned and this will be the last time I ever take my car into or buy from RK Chevrolet. I would consider some sort of legal action but I too serve in the Military and have neither the time or money for a law suit.

BEWARE OF THIS DEALERSHIP AND THERE SERVICE DEPARTMENT, THEY ARE UNSAFE AND MISLEADING!!!
     
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Posted by MRM on 2007-10-16:
Go to www.youtube.com and watch instructional videos on how to change your oil. It only takes 45 minutes to drain the oil, replace the oil, and change the oil filter. DIY manintenance are priceless!
Posted by Anonymous on 2007-10-16:
Mr. Kline will be with you shortly, Dave.
Posted by TomKline on 2007-10-16:
Dear Dave,
This is the first time we have heard about your situation. I am upset to hear about your recent vehicle problem and we are unable to contact you because we do not know who you are.
I am not sure what has taken place before today, but we certainly want to "get to the bottom of the situation." We want to help you resolve these issues.
Additionally, we would like to hear about the delays in our service department.
Please contact Joe Thomas at 431-6688 at your earliest convenience. Joe is the Fixed Operations Director and will help you.
Thank you.
Sincerely,
Tom Kline
Posted by Anonymous on 2007-10-16:
Tom. you guys have 283 complaints against you, that is some sort of record. I would think rather than spending all day answering complaints on the Internet it would be easier to just provide some decent car service, repair and sales? Maybe a pro-active attitude would help you guys rather than being re-active to daily complaints? I found over 600 compalints on the web about you guys and that was with one simple search on Google. Sad way to run a business.
Posted by TomKline on 2007-10-17:
Posted by TomKline on 2007-10-17:
Dear Superbowl,
I invite you to call me. My number is (757)431-6507.
Thank you,
Tom Kline
Posted by Anonymous on 2007-10-17:
Stay away from RK Chevrolet.
Do not go back to them for any reason.
<;O)
Posted by Aerocave on 2007-10-17:
SuperBowl...At least he is trying to resolve the issue...And I have to say, being in the car business myself, there are always 2 sides of the story. I agree, 283 complaints is a lot (I personally could not find that many) but...at least the effort is there. Give'um a call!
Posted by Anonymous on 2007-10-17:
Aerocave, I just typed in RK Chevrolet and got this back:

Results 1 - 10 of about 283 from my3cents.com for RK Chevrolet with Safesearch on. (0.17 seconds)

Yes, there are always two sides, like many others I have owned Chevy's over the years but would never deal with an agency as poorly run as RK Chevrolet. Our local Chevy agency is great and I can not find one complaint about them on the web. Moral of story, take you car to an agency you can trust to be truthful and honest.
Posted by Anonymous on 2007-10-17:
Tom, why on God's green Earth would I want to call you? Your accross the country and at a Chevy agency I would never take my car to if I were in the area just based on the hundreds of complaints posted about you guys. End of story.
Posted by Aerocave on 2007-10-17:
I see...was not sure how you were searching...well said
Posted by Dave220 on 2007-10-17:
Just a little update if anyone cares my car is now in Gaithersburg Maryland and I have had to return to work in Va beach. We rented a car to return home and I will be making the return trip as soon as my front differential is replaced along with the right wheel hub “I don’t know how they missed this” there words not mine. That’s a total of 12 hours of driving when all is said and done THANK YOU RK. Tom my family and I really have no more energy to deal with your company, it’s just not worth it. I will be servicing and buying my next car at Priority Chevrolet. I have bought two trucks from your company and one pain in the A#$ extended warranty.

That is the depth of my patience thank you and good day sir.
Posted by TomKline on 2007-10-17:
Dear Dave220,
I read your recent comments.
We would certainly like to "make you whole" but, we are not familiar with the incident or details. And we do not know who you are.
We hope you will give us the chance to satisfy you.
Sincerely,
Tom Kline
Posted by Aerocave on 2007-10-17:
TomKline:

I am just curious, I read other complaints where other people have posted comments such as "Wait for Tom Kline's response" and "Mr Kline will be with you shortly." Sure enough, you respond...It was almost humerous in a way. I appreciate that you are attempting to resolve these situations, but I have to tell you, it appears that in most situations you are "not familiar with the incident."

I am the General Sales Manager of a dealership, and usually are on top of the situations such as these when they happen and attempt to resolve in person with the customer...but I must say, the fact that you are always "on top of the complaints" and respond so quickly is suspicious to me. In other words, you know about the situations, and are taking the "play dumb" route. Or, your dealership's sales and service is so poor (along with the communication) that it has made it part of your job description to check My3Cents on a daily basis for any new complaints regarding your store.

Just a thought.
Posted by Aerocave on 2007-10-17:
I am posting on my post...I now have read all the postings on My3Cents for RK dealerships and I gotta say TomKline, in 20 years in the car business, I have never heard of so many complaints for fraud, APR changes, promises not kept, service issues, etc. etc. etc. from one dealership. Yeah, great, so you resolved some of them...But many of the situations should simply never have been situations that needed to be resolved--if your dealership took care of the customer the right way--the first time.

I attempt to defend auto dealerships on My3Cents because I do believe that there are many good dealerships and people in our industry out there who do care, yet sometimes consumers blame us for everything. And I certainly know how "situations come up" beyond our control.

But I will not ever defend your dealership and your ridiculous "form letter" responses. It is dealerships like yours that make us all look bad. Your dealerships are pathetic.
Posted by Anonymous on 2007-10-18:
It's a set-up post.
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Sales and Service
Posted by UnhappyGMOwner on 03/16/2007
VIRGINIA BEACH, VIRGINIA -- WARNING _ DO NOT Purchase the extended warranty offered by the dealership and DO NOT have your car Serviced at RK CHEVROLET.

We should be the "Poster Family" for Chevrolet. I have owned at least 12 Chevrolets in my lifetime and purchased (7) brand new (over $250,000) Chevrolets. My wife and I typically purchase the extended warranties to limit any unforeseen repair expenses. Until recently we have been pleased with the service provided by RK Chevrolet. The 2000 Corvette I purchase in Dec of 2000 was nearing the end of its extended warranty (6 years - 50,0000 Miles). I brought it to RK for a final checkup and to fix a few items. (no other warranty claims have been submitted). The corvette has only 18,000 miles on it and is stored in my garage and is very well maintained (Its Beautiful). Getting back to the issue.. Sorry. The items I had repaired included the CD Changer, the keyless remote and a noise from the fan belt. The dealership sent the CD Changer out to be repaired, the changed the Serpentine belt (a consumable I gladly paid for) and replaced the keyless remote. It took a considerable amount of time to receive the CD changer back and I picked up the car Mid Jan 2007. I immediately heard the belt noise, thinking it was a new belt and the noise would go away, I drove the car home parked it in the garage and covered it up. On our Wedding Anniversary (Mar 4 - 29 Years) we drove the car to dinner. I noticed that nothing RK fixed was fixed. The CD Changer did not work the keyless remote didn't work and the noise from the belt was getting worse instead of better. I notified RK and the service staff told me to bring it in when I had a chance. I brought it in and RK has agreed to have the CD Changer repaired again and to reprogram the remote but the noise from the belt has now been determined to be a separation in the Harmonic Balancer(this device is connected to the engines crankshaft and drives the serpentine belt a part that should never go bad). RK miss diagnosis the original issue and the extended warranty company refuses to pay for it. Growing up in a union household I have always supported the American car manufactures as my father does. I was proud to serve in the Armed Forces. I also strongly believe "What Right is Right". RK and the extended warranty company have an obligation and a contract that requires them to fix this car appropriately. Is it time to buy foreign?
     
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Posted by TomKline on 2007-03-16:
Dear Jim Halvorson,
We are very familiar with your situation. In fact, we understand that the dealer (from whom you bought your vehicle) is willing to pay for this problem with your Corvette.
As you may recall, we did not sell you the vehicle or the extended service agreement. But, we have interfaced with your warranty company (on your behalf) to try to have them pay for the repairs to your Corvette. They said "no," but your selling dealer said that they would pay for the repairs.
We stand ready to repair the Corvette, which is out of warranty since December of 2006.
Of course, we are glad to meet with you at your discretion.
My direct dial number is 431-6507. My office hours are 6:30 AM to 5:30 PM Monday through Friday.
Sincerely,
Tom Kline
Controller
Posted by Anonymous on 2007-03-16:
Tom, you need to start paying M3C for the setup posts.
Posted by Slimjim on 2007-03-16:
Geez unhappy, you write a complaint on the internet about RK and you didn't even buy the car from them? Nor are they the warranty company in fact. All they did was agree to do the work for the warranty company, who did get paid for the coverage. That's something the people you bought the car from wouldn't or couldn't, and who also sold you a crappy policy. How is a harmonic balancer NOT covered? Not exactly a normal wear and tear item. I think Tom was very diplomatic in his response and RK has done far more than they owe you. After all, you're not a customer of theirs, at least not on this purchase.
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Changing payment amount after purchase
Posted by KANIGYTSUM2 on 03/06/2007
After reading everyone's opinions about R K Chevrolet and hearing a few on my own (since my ordeal), maybe I need to talk to Mr. Kline. My story is different. I purchased a 2007 Tahoe in February with a 2004 Altima as a Trade in and one week later, I received a call from my salesperson telling me to come in to see the finance manager. When I got there, I was told that the company that accepted the original deal with a note of $590.00 a mo. decided not to take the deal, but the good news was that they found another company that did. The new note a mo. will be $735.17 (keep in mind I had warranties in the beginning, but none when the note rose). I told the finance manager (I think his name was Jay) that I could not afford that. I had to have been in his office for 1/2 an hour not understanding a thing he was telling me. He said that he'd make the 1st payment, that should help. As I started talking to people, I found more cases like mine. Where the deal was closed and somehow R K reneged! However, they didn't feel the pressure that I did and took the car back to the dealership saying in one case, if you have a problem see my lawyer or decided not to pursue a deal with them. When I asked if they even still had my car I was told. "I don't know". I had my 11 yr. old son with me and that's the only reason that I didn't cry from frustration and gave in so easily. After praying about the situation I sent an email to customerservice@rkautogroup.net and after not receiving a reply I received a thank you letter that read, at R K Chevrolet customer satisfaction is our first priority. I then faxed a letter to Jerry with a copy of the email I'd sent and have heard nothing yet. Maybe they are trying to figure something out, maybe not. I'll keep you all posted. I have asked for advice from honestly over 50 people and more than half suggest legal counsel, so I'm really tired of that response. I just want what I was promised ORIGINALLY. I have two contracts! What hurt most was that I looked online and my exact case was in the top 10 Scams of Auto Dealerships!

Signed,

A single hard working mom
     
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Posted by Noneill on 2007-03-06:
I am not sure that is legal. How can they sign a contract with you and change it later? Certainly you could not sign that contract then walk in later and say your finance manager decided you didn't want to make these payments! I would keep the vehicle and tell them tough luck, take you to court.
Posted by Timboss on 2007-03-06:
If you will look at your original paperwork you will see the deal is not finalized UNTIL they have approved lender. Since you had not signed for the new lender you should have simply returned the vehicle and gotten your old one back - they could not sell it until the deal really was final. Car salesman / finance mangers / owner simply lie, deceive, and cheat where ever they can. Customer service is an oxymoron to them. Their motto is "How can I get the most money from the customer as I can for my service." That is their definition of customer service.
Posted by TomKline on 2007-03-06:
Dear Ms. Williams,
Thank you for the communication.
We look forward to seeing you tomorrow at 2:00 PM, when Jo Clark will address your concerns and conclude your business with us.
Always feel free to contact me. My direct dial number is 431-6507.
Sincerely,
Tom Kline
Controller
Posted by grandma005 on 2007-03-06:
Did you read your contract before signing. Some where in the contract, it says they are allowed to do that.
Posted by Hugh_Jorgen on 2007-03-06:
I believe someone said Washington state had outlawed this type of practice. Unfortunately this seems to be becoming a common profit center for way too many dealers. I'm sure Tom will admit that he usually knows within 24 hours whether or not his funding source will take a contract at the agreed upon rate - this waiting a week and then claiming "oops" just doesn't wash. C'mon Tom, you seem to be an OK guy and you have popped up here before to make things right for your customers - help this woman out.
Posted by yoke on 2007-03-06:
Did they have your trade in still? If not then you should be able to keep the new vehicle with the terms you accepted the first time. If they still have your trade in I would give the new car back, get my trade-in back and go to a new dealer.
Posted by Anonymous on 2007-03-06:
What a crock! Another set up post! Get to work TOM!
Posted by rnick821 on 2007-03-06:
Wow. Click on TomKline's name and see all the responses he has made over the years. 24 complaints about a single car dealership on a single national website is a lot. There is obviously an issue here. Best avoided, I would think.
Posted by Sail27 on 2007-03-06:
"I believe someone said Washington state had outlawed this type of practice" - Hugh - that was me.

The practice is called "bushing".. I suppose short for "ambushing". It's apprarently a pretty common practice nationwide.

There should be clear cut laws in the state which one does business that states that a used car outlet has 'x' days to approve or reject the offer for an automobile. As always - check the website for the AG's office in your state
Posted by rhondam718732 on 2007-03-06:
This is where "subject to financing" clauses on contracts bite you in the butt. Everyone thinks that you sign papers it's a done deal. NOPE. Best advice is DO NOT take the car off the lot until the financing is approved IN WRITING by the lender. When people are buying a car, the dealership "shops" the loan and gets "over the phone" assurance. The In WRITING final approval is key. As for the trade-in...best bet is to not owe anything on it otherwise the dealer may monkey around and not pay it off in a timely manner (and you are still on the hook for it). If paid off and already traded in when your "deal falls through" hope that the buyers' order or your contract from the dealer doesn't give them the car regardless of the financing. Cases have been filed and won on this but it takes time and $...as you already know
Posted by MRM on 2007-03-06:
Thats a good tip rhondam! I have printed out your tip. Always helpful indeed!
Posted by Anonymous on 2007-03-06:
Just don't finance a vehicle, problem solved.
Posted by grandma005 on 2007-03-06:
Not everybody can afford to pay cash for a vehicle.
Posted by rnick821 on 2007-03-07:
In some cases, financing at least part of the cost of a vehicle makes good financial sense, especially in these days of 1.9% financing. Heck, even my money market makes about 3.5%, and that's not even all that great. If I buy a $20,000 vehicle, pay $10,000 cash and finance the rest at 1.9 for 48 months I'm only paying about $393 dollars in interest over the course of the 4 year loan. That's pretty cheap money. If I invest the $10,000 that I didn't pay in caseh for the vehicle for 4 years at 3.5 percent, I will earn $1475.23.
Posted by KANIGYTSUM2 on 2007-03-08:
On March 6, 2007 I posted a complaint about R K Chevrolet and I was so touched by all of the comments I received. You may remember "Price changed after purchase". Well,I'd just like to say thanks to Jo who was very professional and determined to do all that she could to assist me. She went above and beyond to satisfy me. When I'm in the market for another vehicle, I can guarantee that R K Chevrolet will be my first stop. Thanks Jo for all you did, Jerry for arranging the meeting and Tom for calling me as well. Great team work and amazing customer service. I am 100% satisfied!
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Should I Trust These Guys?
Posted by JBN1 on 01/10/2007
VIRGINIA BEACH, VIRGINIA -- I'm in the process of looking for a new vehicle. This is a want, not a need, so I'm not in a position to be backed into a corner by unscrupulous salespeople or finance staff. I have pretty much settled on Subaru, but there are only two dealers in Virginia Beach, and RK is one of them. I've dealt with them before and had a putrid experience. Since they're pretty much a standard complaint topic on these boards, I'm wondering if I should give them another try. I bought another vehicle about a year ago and shied away from them. Now I'm wondering if I can trust them. Anyone?
     
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Posted by TomKline on 2007-01-10:
Dear JBN1,
I saw your comment and wanted to respond. Please call me, one of the owners, to deal with me directly. That should make your buying experience quick, hassle free, and the most pleasant experience possible.
Sincerely,
Tom Kline
(757)431-6507
Posted by Sparticus on 2007-01-10:
Now that is good service! Bravo Tom...
Posted by Anonymous on 2007-01-10:
Tom is awesome!!!!!!!
Posted by Anonymous on 2007-01-10:
My DH bought his last vehicle(used) from them, and was very happy with the overall experience. He bought the car with 2 burn holes in the seats. They promised him if he brought the car back in, they would fix it. They did such a good job, you would never have known there were holes there in the first place!
Posted by JBN1 on 2007-01-10:
Mr. Kline,

Thanks for your quick response. I'm willing to make a stretch and give RK a second chance and will post the outcome.

Posted by TomKline on 2007-01-10:
Dear JBN1,
I look forward to hearing from you.
The number listed below is the direct dial number to my office. My hours are Monday through Friday 6:30 AM to 5:30 PM. Thanks.
Sincerely,
Tom Kline
(757)431-6507
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FYI on RK Chevrolet
Posted by Alayne126 on 10/16/2006
VIRGINIA BEACH, VIRGINIA -- I purchased a 2007 Impala and without putting my feelings into this review I would just like to make a few statements for the public. I am also making sure, by word of mouth, that everyone I deal with on a daily basis knows how RK Chevrolet deals with it's customers. I went in on a Saturday and was looking for an Impala. Finally the car I was looking for was found in another state. I was told that it would be a couple of days but I should have it by Tuesday, well Tuesday comes and goes, I call until finally on Friday they say they are going to pick up the vehicle. WOW it should have been here last Tuesday and you are just now going to pick it up!!! They tell me that I can come and pick it up on Saturday, I call Saturday morning and they tell me that it isn't ready that I have to wait until Sunday possibly Monday, by this time I am a bit upset and tell them that I am on my way and that my vehicle should be ready when I arrive. I get there and there are scratches on the trunk of my BRAND NEW vehicle. I tell them that it should be fixed so they say for me to bring it in next week. Now in my line of work I can not just take off at any time to take a BRAND NEW vehicle in to be serviced!!!!! So I speak with my salesman and also I mention the noise that the air conditioner is making, in my BRAND NEW vehicle. The next week comes and my salesperson comes and gets my vehicle to take to the dealership to be fixed, both the air conditioner and the paint on the trunk. While he has it, it is repainted and he says that he hears nothing in the air conditioner. (that is awesome that the salesperson did this by the way) Upon recieving my vehicle I see that my 4 year old daughter could have done a better touch up job and the air conditioner is not fixed. They tell me that I have to bring it back up there between this and that time on this and that day. Again my work does not permit me to take any old time off and who would have thought that getting a brand new vehicle that I would have to return so often to the dealership to get it fixed and another thing is, I either have to wait there or they will give me a ride back to work, no rental car or anything. So right now I am sitting here with a BRAND NEW 2007 Impala with a badly painted trunk and an air conditioner that makes noise. I call the "Customer service" guy and he says "well, what do you want me to do about it." I tell him I want the 2007 Impala that I just paid for to not have any problems with it. It's amazing once the car is off the lot how you are treated by those within the company. so just FYI anyone that buys anything from RK Chevrolet, please look two, three and four times at your vehicle before you sign anything, there is nothing more annoying then having to take a BRAND NEW vehicle back to the dealership several times after purchase to fix something that should not have been there in the first place.
     
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Posted by Anonymous on 2006-10-16:
I think we've had a complaint here about these guys before.
Posted by Anonymous on 2006-10-16:
Being from VB, I've heard many complaints about them. However, my husband purchased his last (used) vehicle from them with zero problems. He even insisted they fix burn holes in the driver's and passenger's seats, and, they did! FYI, it was a '99 Pontiac Firebird purchased in 2001.
Posted by JBN1 on 2006-12-13:
I purchased a Volvo from RK in 2003, and it was the worst buying experience I've ever had. My experience was very similar to what I see posted on this site. To make a long story short, it was hell. I kept the car until the warranty expired, then dumped it. I could never warm up to the car because of the horrid buying experience. I wrote to Volvo of North America about it, and they assured me that RK was getting out of the Volvo business, but it was too late. I'm currently in the process of buying another vehicle and would like to put Subaru on the short list, but can't because RK is one of two Subaru dealers in Virginia Beach. If you can, avoid them. You'll spend more time and energy trying to keep them from ripping you off than is necessary. In hindsight their tricks are silly.
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WILL NEVER GO TO RK CHEVROLET AGAIN
Posted by Pawn6545 on 09/02/2006
VIRGINIA, VIRGINIA -- WELL THE NIGHT OF AUGUST 30 WE WENT AROUND LOOKING AT CARS. AND MY WIFE SEEN A CANDY APPLE RED GT IT WAS A 2003 MODEL WITH PAYMENTS OF 249 A MONTH. WELL THE NEXT DAY WE WENT TO THE LOT AND WERE LOOKING AT THE MUSTANG GT AND THE SALESMAN COMES UP AND SAYS THAT HE HAD AN 2002 MUSTANG GT TRADE IN WE WOULD LIKE BETTER. WELL WE LOOK AT THE FRONT OF IT CAUSE HE RUSHES INSIDE OF IT FOR A TEST DRIVE WELL THE TEST DRIVE LASTS AROUND THE BLOCK. WHEN EVERY WHERE ELSE WE WENT WE GOT TO TAKE IT A FEW MILES DOWN THE ROAD. WELL BEFORE WE EVEN PULL OUT THE LOT I TOLD HIM I WAS JUST LOOKING AND WASNT GONNA BUY NOTHING TODAY WELL HE WAS LIKE LETS GO INSIDE AND TALK AND ME AND THE WIFE WAS THINKING HE WOULD HE WAS GONNA TELL US THE PRICE AND WOULD PAYMENTS WOULD PROBABLY BE FOR THE CAR SO WE COULD THINK ABOUT IT. WELL WE GO IN AND HE TAKES MY MILITARY ID AND MY DRIVERS LICENSE. HE GOES AND TALKS IN THE BACK ROOM ABOUT HOW MUCH A 2002 MUSTANG GT WITH 27500 MILES WOULD COST HE COMES BACK SAYING THEY WOULD TAKE 18999.99 FOR IT AND WITH PAYMENTS OF 400 DOLLARS A MONTH AND I SAID ISNT THAT CORVETTE PAYMENTS. AND I SAID FOR THAT MUCH I COULD TAKE ANOTHER 2000 AND GET A NEW V6 MUSTANG. AND SO HE GOES BACK AGAIN. AND COME BACK WITH A CARFAX SHEET SAYING A 2002 MUSTANG GT WITH 27500 MILES HAD A RETAIL VALUE OF 31000. AND SO HE COMES BACK AGAIN AND I START ASKING FOR MY ID'S BACK AND THE GUY GOES WHY DONT YOU WANT TO GET IT TODAY AND IM LIKE WELL I WANT TO GO HOME TO THINK ABOUT IT WELL ME AND MY WIFE KEEP ASKING FOR MY IDS AND HE KEEPS COMING BACK SAYING THAT HE DONT SEE WHAT I HAVE TO THINK ABOUT AND I GO OUT TO OUR CAR WHICH IS A 2005 GT G6 WHICH IS PAID OFF AND WAS TALKING TO A FRIEND ON THE PHONE ABOUT HOW BAD OF EXPERIENCE WE ARE HAVING. AND NOTICE THE BACK BUMPER IS ALL SCRAPED UP. KINDA LOOK LIKE IT HAD REAR DAMAGE OR SOMETHING BUT ACCORDING TO HIM IT HAD NEVER BEEN WRECKED. WELL MANAGER COMES OUT AND I TELL HIM THAT I WAS UPSET THAT I COULDNT GET MY LICENSE BACK WHEN I LEAVE AND TELLS ME THAT I COULDNT GET A BETTER DEAL AND ASKED US WHY WE CAME IN AND I WAS LIKE I WAS INTERESTED IN THAT CANDY APPLE MUSTANG TIL I STARTED DEALING WITH THIS GUY. AND WE LEFT.
     
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Posted by Anonymous on 2006-09-02:
First of all, your letter would be easier to read if you didn't type in all capital letters. Second, the salesman did not reach into your pockets and TAKE your ID's. You handed them to him. On a side note, I personally wouldn't shop there..the salespeople are pushy, their prices are high.
Posted by pawn6545 on 2006-09-06:
nope what the dealership did isnt normal. and for your information thats the first time I have ever been asked for either of my id's and when you ask for your id's back they should of gave them back.oh yeah and if you reread it i told him i was not gonna buy that day. -> WELL BEFORE WE EVEN PULL OUT THE LOT I TOLD HIM I WAS JUST LOOKING AND WASNT GONNA BUY NOTHING TODAY. I think that is usually a big clue your not gonna buy but I keep forgettin up here people are only out for money.
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Problems with vehicle, no resolution
Posted by Gresh on 09/14/2005
VIRGINIA BEACH, VIRGINIA -- I will attempt to report the situation without adding my feelings, this is how I perceive the way I have been treated.

In April of 2003 I purchased a new 2003 Subaru Outback from “RK Chevrolet, Subaru” in Virginia Beach, Va. The purchase experience was pleasant. Sales associate Bret Lloyd did an excellent job of asking us questions about our plans, i.e. family size, driving style ect. However, if the car drove as poorly on the test drive as it does now we would have never made the purchase.

The problems began April 2004 when the vehicle had approximately 30k miles on it. The vehicle jerks and pulses during acceleration at any speed. The behavior is intermittent however, it is very pronounced when it occurs. In order to elicit the performance problem I need to gingerly apply pressure to the accelerator. The engine will begin to accelerate and then begin to sputter causing your head to jerk back and forth slightly; it is very obvious when it decides to act up. Additionally, if the cruise control is set at highway speeds and a rolling hill is approached the engine performs as previously described.

I brought this problem to the attention of the service department at “RK Chevrolet, Subaru” and they immediately went to work on the issue. The computer was reset and the problem persisted. The computer was removed, sent to New Jersey and re-installed; yet the problem persisted. Subaru sent a regional company representative to go for a ride with me however the vehicle would not display the described behavior on that day. I was told, ”…. this vehicle just drives like that and I should get used to it….”. I was also given a large amount of technical jargon and mechanical lingo that meant nothing to me.

All I know is that the vehicle still is driving poorly and I can’t get “RK Chevrolet, Subaru” or “Subaru of America” to diagnose the problem. I have done some research on the Internet and found similar complaints. If you are interested just do a “GOOGLE” search on “Subaru H6 hesitation”.

Here is what I would like to see happen: RK and Subaru need to either 1. Diagnose and fix my car so that it does not leave my wife and 1.5 year old son stranded on the side of a 4 lane highway or; 2. Take my original purchase price, subtract standard lease mileage charges and credit the difference toward the purchase of a comparable vehicle. These options have been presented to both companies and they told me, “If the vehicle has a mechanical problem we will find it and bring it up to acceptable specifications”.

This has been a source of aggravation for 17 months now. When I recently called Dan Lloyd, Service manager for “RK Subaru” he said to me, “Yeah, we were wondering what happened to you”. At least he cares enough to remember me; Lisa at Subaru Corporate began to not return my calls. I can assure you this is not the way Subaru intends for this vehicle to perform just as I am sure that this is not the way I expected to be treated by a company concerned with lasting consumer relationships.
     
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Posted by TomKline on 2005-09-15:
Dear Gresh,
I am sorry that your Subaru is not functioning properly. I would like to help you and be personally involved in your situation, if you would contact me. I can help you.
My direct dial number to my desk is 431-6507. Or, if you prefer to send me an e-mail, I may be reached at tomkline@rkchevy.com. Please call me so that I can resolve your situation to your satisfaction.
Sincerely,
Tom Kline, Controller
Posted by CrazyRedHead on 2005-09-15:
My Mercury Villager does the same thing. The problem was the water pump was going bad, and the problem got worse, until the van just died. You should get them to run a full diagnostic on the vehicle. The problem may not be the water pump but it doesn't hurt to check everything. I wish you luck.
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Master and Commander
Posted by MFF on 08/09/2005
RHODE ISLAND -- Previously, in a letter, I complimented salesman David Cleaver yet slammed Robert Kline which in hind site was unfair since I never meet Robert Kline. After reading my letter Mr. Kline was concerned enough about my feelings and thoughts of his dealership to invite me into his office and explain why I was so distressed. We listed my complaints and found, that some were just anger on my part and unwarranted, yet some were Justifiable. He fixed the ones that were justified. I guess the point I am trying to make is that he didn't have to do that. The owner of a corporation took the time to satisfy the concerns of one individual. I think that was great and he'll have my business for life. Most times you can get the help you need from the managers and I'm not saying everyone should be running to the owner with every problem. It's just nice to know that Robert Kline's door is always open.
Thank you.
     
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Posted by Slimjim on 2005-08-09:
Nice to hear Mr. Kline is a “man of action” and doesn’t need anyone’s help to take care of public relations with his customers.
Posted by Anonymous on 2005-08-09:
That's good to hear, MFF. The pen CAN be mightier than the sword or an undocumented phone conversation*. *(applies to another complaint)
Posted by Slimjim on 2005-08-09:
Tom who?
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