Westside Chevrolet Complaint - Inaccurate information and poor customer service
KATY, TEXAS -- On October 15, 2006 I flew from Nashville, TN to Houston, TX to purchase a 2004 Cadillac EXT from Westside Chevrolet. The EXT was advertised on the internet, and I spoke with Ted Loney, the Internet Sales Manager, about the vehicle. Mr. Loney described the vehicle as “excellent”, with no scrapes, scratches or any other damage. When I asked the condition of the tires, he stated that they were also excellent. I told him I would be flying in that afternoon to make the purchase.
After arriving at Westside Chevrolet that afternoon, I found that the vehicle was not as Mr. Loney stated, as it had several scratches and a large 6” dent in one of the running boards. The tires were also not excellent, as there was less than ½ tread left. When I mentioned that I was unhappy with the way the vehicle was represented, Mr. Loney’s response was, “It’s a used vehicle.” I was well aware that I had agreed over the phone to purchase a used vehicle, but I was misled by Mr. Loney’s description and his omission of the damages to the EXT. Since I had already spent near $1,000 to make the trip down, I was disappointed that the vehicle was not as stated. However, I completed the purchase for the advertised amount. I did not get any compensation for the damages on the vehicle. I paid for the vehicle in full and the title was to be sent when the paperwork was complete.
Mr. Loney was showing my family and I the vehicle features and realized there was not an owners manual. He assured me that he would get the proper manual, (even if he had to go to Cadillac himself), and overnight it to me, as the vehicle had some features that even he did not know how to use.
I was given a 21 day temporary tag to use while the paperwork was being processed. I left the dealership that evening and began my trip back to Tennessee.
Several days after returning home, I received a quality control call concerning my purchase at Westside Chevrolet. I was asked if I was satisfied with my purchase and the customer service that I received. I stated that I had not yet received the promised owner’s manual that was to have been overnighted, or the title, and that I would not answer any other questions until I had received them. The quality control person stated that he understood and would make a note of it.
On November 2nd, I contacted Mr. Loney because I had not yet received my paperwork or the owner’s manual. I asked that another temporary tag be sent overnight to me, as the one I had would run out in 3 days. Mr. Loney stated that the title was mailed the previous day (Nov. 1st) and I should be receiving it before the temporary expired. On November 6th I contacted Mr. Loney again because my temporary was now expired, and I still had not received the title. He did some checking and called back to say that they still had the title and it would be sent overnight that day (Nov. 6). I finally did receive the title and paperwork on the evening of November 7th.
I have contacted Mr. Loney again, the last time being on November 13th about the owner’s manual that I have not yet received. His response on that date was that he still could not get the manual from the previous owner. He stated that he has a friend that works at the Cadillac dealer down the street, but he could not locate an extra manual sitting around their dealership. Mr. Loney stated that at this point he was doing all that he could do.
I am well aware that I could have flown back to Nashville and not purchased the EXT. However, I thought I was doing the right thing by completing the purchase after giving my verbal consent to do so, as my word does mean something!
I am very disappointed with the service I have received from both Mr. Loney and Westside Chevrolet. I have repeatedly been told non-truths, both before and after my purchase. I cannot in good conscience recommend this dealership to anyone. Remember, I was treated this poorly by the Internet Sales Manager, not just a salesman. I would suggest that anyone look at and drive any vehicle offered for sale by them and don’t agree to purchase on their description. Also check Westside Chevrolet’s record with the Better Business Bureau, as currently their record is unsatisfactory.
It has been more than a month since my purchase, and I still have not received something as simple as providing the proper vehicle owner’s manual, as was promised.