Lack of integrity, proper customer service, awful experience!
A purchase was made on 10/24/24 by my partner and I from Victory Chevrolet located in Charlotte, NC (2021 Dodge Charger Wide-body- SCAT PACK). This was the WORST buying experience we have EVER had! Do note, we have had *many vehicle purchases! And OTHER dealerships and staff members have been marvelous to do business with. However, Victory Chevrolet was very much BELOW par in customer service, making the customers (my partner and I) feel as if our desires we were NOT top priority. We do NOT feel like valued nor appreciated customers.
First and foremost, upon arriving to the dealership, my partner had already scheduled his appointment to meet with a salesperson and to view this specific vehicle. We had prior obligations for the day. Logistically and in respect of time, my partner ensured that all was scheduled and the dealership was notified of our arrival ahead of time. And as long as all checked out onsite ( once he viewed, inspected from his viewpoints, and drove the vehicle) a sell would be made quickly so that we could return to what was previously planned. When we arrived, the salesperson that he'd scheduled with was not available and his appointment was switched to a salesperson that was "available;" the requested vehicle noted via the online reservation was NOT pulled around and ready for showing as scheduled. The car was retrieved after a waiting time, and it was completely dusty and dirty! The salesperson stated that he was sorry; but they have construction nearby which had caused the dirt and dust to accumulate on the vehicle. *In our opinion as customers, who are ready to make a purchase on a vehicle that was found online, we feel that it would have shown some decency if the dealership would have at least rinsed the vehicle off with plain water prior to showing it. Again this is at bare minimum, being that the appointment was made online and advanced notification of our arrival was provided. That is just a simple task that should have been completed automatically when offering a product to be sold- it should be in decent, clean condition.
Next, our sales representative, "Big John"- John Jacobs, our salesperson was not the salesperson that we'd hope he would be. We were disappointed in the "no budge," " this is the way that it goes here" attitude. He told us that this is a discount type of dealership. SURELY, the customer service and interactions DID, in fact, match the discount type of dealership description! The tactfulness, desire to please the customer, warm and inviting atmosphere that MOST dealerships exude, was NOT apparent at Victory Chevrolet at all! Prior to test driving the car, we inquired about a 'surprise' sticker that was displayed on the windshield. This sticker listed a sales price of $1599.00 It stated that this was a total price for: 1 year key replacement; 1 year allow wheel cosmetic repair; 1 year paint-less dent repair; 1 year interior protection; 1 year exterior paint protection and sealant; 1 year emergency roadside assistance; free lifetime state inspections. Do note….prior to getting into the car to test its drivability and features, we asked "Big John" (John Jacobs) was this extra 1.6K was IN ADDITION to the listed price of the vehicle. He stated to us, "No, it is included in the listed price." This interprets as this not being an extra $1599.00 for us to pay to most people, including my partner and I. It means it is included on the price listed for the vehicle online!
After the test drive, when going inside the dealership to discuss the logistics and financial components in the purchase, we were told that this $1599.00 was IN ADDITION to the sales price listed for this vehicle. My partner and I BOTH expressed to "Big John" that this is not what he'd told us when we arrived and prior to the test drive. He denied it and said "I didn't say that it was included; that conversation wasn't had." My partner clearly told "Big John" that there's no way two people (my partner and I) had heard the same thing and that he ("Big John") did, indeed, tell us that this $1599.00 WAS included in the pricing! We requested a manager to speak with us and we were told that a manager couldn't speak with us (in a tone of which it reflected as if, "a manager doesn't have time for you"-in our opinion), but an assistant manager would be requested to come over to speak with us.
DOUG CORDES came over and introduced himself and immediately started spilling information on what had been done to update parts of the vehicle between the time it was traded into the dealership up until the current date. The things he noted were positive updates; however, this was NOT the conversation request made. We'd asked that someone come over to discuss this extra cost that we were told we had to pay that wasn't expressed as an "in addition to" cost before the test drive. We asked Doug about the $1599.00 additional cost that we were told had to be paid. Doug said "It is on every vehicle, we sell it to every customer." I re-stated the question of " Does this HAVE to be purchased or is it a choice? Is this a mandate put upon the consumer- can it be declined?” We also expressed that we've never encounter a dealership who MANDATES purchasing of a protection/incidental package which each vehicle sold. We ARE aware of CHOICES being made by the buyer to accept or decline GAP insurance, paint protection, wheel protection, extended warranties, and such. However, these things are additives that are under the discretion of the customer to Opt FOR or DECLINE. Doug continued to recite the same line to us, "It is on every vehicle, we sell it to every customer." His goal was to fast talk and flood us with the “good stuff” rather than addressing our concern in full explanation. I even “think”- again this isn’t a for sure- but I think he said under his breath, “I mean if you don’t want to buy it you can go to another dealership and buy from them.” I couldn’t fully hear to call him on it ,but the more I think about it, I think he did mumble this. Doug still did not answer the question that we posed (mandatory warranty/no choice to decline). This response provided by Doug was a statement of a blanketed nature. He was of no help.
Being that my partner had fallen in love with the vehicle, we attempted to move forward with the purchase. Of course, for those reading (and I know its lengthy- however for those who value their investments and monies paid towards obtaining things desired, I want to fully disclose how we felt as customers at this establishment) I am sure that you wonder....well why did they purchased from Victory with the negative vibes that were noticed at the beginning of the purchase?
Well as for that, I have a simple answer. The Charger that my partner purchased had a specific (unique) paint color, make, model, and trim level of the vehicle that my partner desired and it was the most reasonably priced in the surrounding areas- PRIOR to all of the add on costs that the dealership mandates for added protection. The vehicle was one that he'd had his eye on and honestly, the characteristics that are a part of this vehicle are those that you will not find many of, here in our local area. So, in essence, it was sort of a rarity to find this vehicle locally. I did feel like I needed to list this so you wouldn't think we had loss any brain cells while making purchase ( smile).
To top it all off, when my partner went to his newly purchased car and attempted to open the doors, start the engine, and leave once all was completed. THE KEY FOB's battery was DEAD! At this point the paperwork was signed and purchase was made or else that car may have very well stayed on that lot for someone else to buy! This was unheard of! We had to wait and have the key taken back inside and battery changed before driving off. The dealership had about a quarter of a tank of gas in the vehicle as we left. They did not add any gasoline to the tank and the first stop made after leaving the dealership was the gas station being that was had a 100 mile distance travel back to our home- and the sales person knew we'd travelled to make this purchase.
Once the purchase was done, my partner was not offered a thank you nor congratulations by the manager / assistant manager on duty. The sales rep did shake his hand; however, at other dealerships that we shop and do business with, upon purchasing a member of management comes to greet and thank us, as well as, financial department manger/representative. We are welcomed to that "dealership family" and offered unlimited FREE car washes and FREE state inspections without having to purchase this as additives to our financial agreements. The OTHER dealerships happily do what they can to earn your business and retain us a lifelong customers for all vehicle buying needs. Being that we have had marvelous experiences at else places, this interaction at Victory was a shock to our system, so to speak, sadly. Oh- and we are always GIVEN a full tank of gas; while paperwork is being wrapped up the other dealerships will have someone go and put the gas tank on FULL before we pull off the lot! And this is done automatically- no requests have to be made with them. This is not the case at Victory Chevrolet!
We drove away with a "raincloud," so to speak, over top of our happiness about acquiring the car that my partner wanted. He, for sure, should have felt happy with the investment made and he should have SURELY felt like a valued customer. We drove away disheartened, upset, and questioning the things that had just transpired.
Oh, and there’s more to this review. This was not known while at the dealership; however, when we got home, my partner looked underneath the vehicle to do further inspecting -beyond what was done onsite at the dealership- and found that the dealership has WHITE ZIP TIES (plural) holding the undercarriage shield onto the car! This is the most (laymen's term) "JANKY" mess we've ever seen and experienced! How can any dealership sell a car in good faith with zip ties attached to it? We purchased from a DEALERSHIP not a personal by the roadside car lot (disclaimer: This statement is not to discount all car lots reputability because honestly, all roadside car lots aren't bad and surely probably would have provided a must better experience than Victory Chevrolet, a large dealership). We contacted Victory Chevrolet on this same day of purchase to notify them of the zip ties being collaborated on the bottom of the car instead of the bolted pins that are intended by the Dodge manufacturing company. Voice messages were left with the person that the phone receptionist identified as the Manager on duty and also with the parts and service manager/director, LAMAR BORDEAUX.
LAMAR B. called us back on the same day and within the close timeframe of me leaving the message. The Manager/Assistant Manager still has not called us back as of 11/01/14! When LAMAR called back, he was described the instance in which the undercarriage shield is being upheld by zip ties! Instead of taking accountability, LAMAR stated and went on to explain that this was done to ensure that the piece stays attached to the car. When asked why this method was used, instead of replacing the piece and also why the installation of the factory made pins/bolts were not used to attach said piece, we were told that "this is what most people do to hold the piece on and make sure its secured. The pins from the factory don't hold well and will probably fall out and the undercarriage shield would end up on the ground. The zip ties are good replacements for the pins."
Now, my partner just made PURCHASE- check in full- from a DEALERSHIP. We don't expect to have a vehicle "rigged" up "just to make it." That is unprofessional by ALL means! A personal owner may do something of that sort to their OWN belongings but NOT a dealership when selling to a customer. This was despicable to hear. Lamar said that the proper repairing of the piece would have costed them more money (the dealership) and they’d already invested a lot in the vehicle since its trade from the previous owner. He said this in a manner that made us feel he was insulting our intelligence! Of course it will cost more but that is what a professional dealership does- they make repairs the CORRECT way and ensure that all of their vehicles are top notched before selling to customers! To hear him tell us this as if it made sense from a consumer viewpoint was very displeasing and disrespectful as buyers. LAMAR did not offer any apologies, nor offers to bring the Dodge Charger in and have it repaired PROPERLY. There’s been no sort of recourse to assist my partner, nor even mend the disposition that they had placed themselves and their dealership in, from our viewpoints.
The people that assisted us do not value customer satisfaction, do NOT care about how they interact (or lack of interaction) with customers, nor do they care about the experience that is had at their dealership by consumers. Our situation may not be the same as others, as we know that we weren't the same type of clients noted in the dealership. However, we are very much God fearing, kind, personal, and intelligent human beings who deposited into their dealership by making a full payment onsite. We deserved to be treated better and to have a much, much, great experience than was given at Victory Chevrolet (717 Rhyne Road, Charlotte NC)
We do not wish his horrible, sub-par, disrespectful, and down right neglectful treatment towards anyone else. Best of luck if you choose to buy from here. (Also listen really quickly and really well- they FAST TALK at this dealership; please be vigilant in following body language and verbal communications (as well as written ones) just was my partner and I were and are! All experiences aren’t the same, yours “could” be absolutely opposite from ours. And truly, I’d hope so!
In addition, a week following we now have issues with the brakes on the car that were “told to have been brand new per Victory Chevrolet!” This buying experience has been a nightmare and I’ll be glad to be an advocate on part of the consumers best interest. This is absolute LUDICROUS!
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First and foremost, upon arriving to the dealership, my partner had already scheduled his appointment to meet with a salesperson and to view this specific vehicle. We had prior obligations for the day. Logistically and in respect of time, my partner ensured that all was scheduled and the dealership was notified of our arrival ahead of time. And as long as all checked out onsite ( once he viewed, inspected from his viewpoints, and drove the vehicle) a sell would be made quickly so that we could return to what was previously planned. When we arrived, the salesperson that he'd scheduled with was not available and his appointment was switched to a salesperson that was "available;" the requested vehicle noted via the online reservation was NOT pulled around and ready for showing as scheduled. The car was retrieved after a waiting time, and it was completely dusty and dirty! The salesperson stated that he was sorry; but they have construction nearby which had caused the dirt and dust to accumulate on the vehicle. *In our opinion as customers, who are ready to make a purchase on a vehicle that was found online, we feel that it would have shown some decency if the dealership would have at least rinsed the vehicle off with plain water prior to showing it. Again this is at bare minimum, being that the appointment was made online and advanced notification of our arrival was provided. That is just a simple task that should have been completed automatically when offering a product to be sold- it should be in decent, clean condition.
Next, our sales representative, "Big John"- John Jacobs, our salesperson was not the salesperson that we'd hope he would be. We were disappointed in the "no budge," " this is the way that it goes here" attitude. He told us that this is a discount type of dealership. SURELY, the customer service and interactions DID, in fact, match the discount type of dealership description! The tactfulness, desire to please the customer, warm and inviting atmosphere that MOST dealerships exude, was NOT apparent at Victory Chevrolet at all! Prior to test driving the car, we inquired about a 'surprise' sticker that was displayed on the windshield. This sticker listed a sales price of $1599.00 It stated that this was a total price for: 1 year key replacement; 1 year allow wheel cosmetic repair; 1 year paint-less dent repair; 1 year interior protection; 1 year exterior paint protection and sealant; 1 year emergency roadside assistance; free lifetime state inspections. Do note….prior to getting into the car to test its drivability and features, we asked "Big John" (John Jacobs) was this extra 1.6K was IN ADDITION to the listed price of the vehicle. He stated to us, "No, it is included in the listed price." This interprets as this not being an extra $1599.00 for us to pay to most people, including my partner and I. It means it is included on the price listed for the vehicle online!
After the test drive, when going inside the dealership to discuss the logistics and financial components in the purchase, we were told that this $1599.00 was IN ADDITION to the sales price listed for this vehicle. My partner and I BOTH expressed to "Big John" that this is not what he'd told us when we arrived and prior to the test drive. He denied it and said "I didn't say that it was included; that conversation wasn't had." My partner clearly told "Big John" that there's no way two people (my partner and I) had heard the same thing and that he ("Big John") did, indeed, tell us that this $1599.00 WAS included in the pricing! We requested a manager to speak with us and we were told that a manager couldn't speak with us (in a tone of which it reflected as if, "a manager doesn't have time for you"-in our opinion), but an assistant manager would be requested to come over to speak with us.
DOUG CORDES came over and introduced himself and immediately started spilling information on what had been done to update parts of the vehicle between the time it was traded into the dealership up until the current date. The things he noted were positive updates; however, this was NOT the conversation request made. We'd asked that someone come over to discuss this extra cost that we were told we had to pay that wasn't expressed as an "in addition to" cost before the test drive. We asked Doug about the $1599.00 additional cost that we were told had to be paid. Doug said "It is on every vehicle, we sell it to every customer." I re-stated the question of " Does this HAVE to be purchased or is it a choice? Is this a mandate put upon the consumer- can it be declined?” We also expressed that we've never encounter a dealership who MANDATES purchasing of a protection/incidental package which each vehicle sold. We ARE aware of CHOICES being made by the buyer to accept or decline GAP insurance, paint protection, wheel protection, extended warranties, and such. However, these things are additives that are under the discretion of the customer to Opt FOR or DECLINE. Doug continued to recite the same line to us, "It is on every vehicle, we sell it to every customer." His goal was to fast talk and flood us with the “good stuff” rather than addressing our concern in full explanation. I even “think”- again this isn’t a for sure- but I think he said under his breath, “I mean if you don’t want to buy it you can go to another dealership and buy from them.” I couldn’t fully hear to call him on it ,but the more I think about it, I think he did mumble this. Doug still did not answer the question that we posed (mandatory warranty/no choice to decline). This response provided by Doug was a statement of a blanketed nature. He was of no help.
Being that my partner had fallen in love with the vehicle, we attempted to move forward with the purchase. Of course, for those reading (and I know its lengthy- however for those who value their investments and monies paid towards obtaining things desired, I want to fully disclose how we felt as customers at this establishment) I am sure that you wonder....well why did they purchased from Victory with the negative vibes that were noticed at the beginning of the purchase?
Well as for that, I have a simple answer. The Charger that my partner purchased had a specific (unique) paint color, make, model, and trim level of the vehicle that my partner desired and it was the most reasonably priced in the surrounding areas- PRIOR to all of the add on costs that the dealership mandates for added protection. The vehicle was one that he'd had his eye on and honestly, the characteristics that are a part of this vehicle are those that you will not find many of, here in our local area. So, in essence, it was sort of a rarity to find this vehicle locally. I did feel like I needed to list this so you wouldn't think we had loss any brain cells while making purchase ( smile).
To top it all off, when my partner went to his newly purchased car and attempted to open the doors, start the engine, and leave once all was completed. THE KEY FOB's battery was DEAD! At this point the paperwork was signed and purchase was made or else that car may have very well stayed on that lot for someone else to buy! This was unheard of! We had to wait and have the key taken back inside and battery changed before driving off. The dealership had about a quarter of a tank of gas in the vehicle as we left. They did not add any gasoline to the tank and the first stop made after leaving the dealership was the gas station being that was had a 100 mile distance travel back to our home- and the sales person knew we'd travelled to make this purchase.
Once the purchase was done, my partner was not offered a thank you nor congratulations by the manager / assistant manager on duty. The sales rep did shake his hand; however, at other dealerships that we shop and do business with, upon purchasing a member of management comes to greet and thank us, as well as, financial department manger/representative. We are welcomed to that "dealership family" and offered unlimited FREE car washes and FREE state inspections without having to purchase this as additives to our financial agreements. The OTHER dealerships happily do what they can to earn your business and retain us a lifelong customers for all vehicle buying needs. Being that we have had marvelous experiences at else places, this interaction at Victory was a shock to our system, so to speak, sadly. Oh- and we are always GIVEN a full tank of gas; while paperwork is being wrapped up the other dealerships will have someone go and put the gas tank on FULL before we pull off the lot! And this is done automatically- no requests have to be made with them. This is not the case at Victory Chevrolet!
We drove away with a "raincloud," so to speak, over top of our happiness about acquiring the car that my partner wanted. He, for sure, should have felt happy with the investment made and he should have SURELY felt like a valued customer. We drove away disheartened, upset, and questioning the things that had just transpired.
Oh, and there’s more to this review. This was not known while at the dealership; however, when we got home, my partner looked underneath the vehicle to do further inspecting -beyond what was done onsite at the dealership- and found that the dealership has WHITE ZIP TIES (plural) holding the undercarriage shield onto the car! This is the most (laymen's term) "JANKY" mess we've ever seen and experienced! How can any dealership sell a car in good faith with zip ties attached to it? We purchased from a DEALERSHIP not a personal by the roadside car lot (disclaimer: This statement is not to discount all car lots reputability because honestly, all roadside car lots aren't bad and surely probably would have provided a must better experience than Victory Chevrolet, a large dealership). We contacted Victory Chevrolet on this same day of purchase to notify them of the zip ties being collaborated on the bottom of the car instead of the bolted pins that are intended by the Dodge manufacturing company. Voice messages were left with the person that the phone receptionist identified as the Manager on duty and also with the parts and service manager/director, LAMAR BORDEAUX.
LAMAR B. called us back on the same day and within the close timeframe of me leaving the message. The Manager/Assistant Manager still has not called us back as of 11/01/14! When LAMAR called back, he was described the instance in which the undercarriage shield is being upheld by zip ties! Instead of taking accountability, LAMAR stated and went on to explain that this was done to ensure that the piece stays attached to the car. When asked why this method was used, instead of replacing the piece and also why the installation of the factory made pins/bolts were not used to attach said piece, we were told that "this is what most people do to hold the piece on and make sure its secured. The pins from the factory don't hold well and will probably fall out and the undercarriage shield would end up on the ground. The zip ties are good replacements for the pins."
Now, my partner just made PURCHASE- check in full- from a DEALERSHIP. We don't expect to have a vehicle "rigged" up "just to make it." That is unprofessional by ALL means! A personal owner may do something of that sort to their OWN belongings but NOT a dealership when selling to a customer. This was despicable to hear. Lamar said that the proper repairing of the piece would have costed them more money (the dealership) and they’d already invested a lot in the vehicle since its trade from the previous owner. He said this in a manner that made us feel he was insulting our intelligence! Of course it will cost more but that is what a professional dealership does- they make repairs the CORRECT way and ensure that all of their vehicles are top notched before selling to customers! To hear him tell us this as if it made sense from a consumer viewpoint was very displeasing and disrespectful as buyers. LAMAR did not offer any apologies, nor offers to bring the Dodge Charger in and have it repaired PROPERLY. There’s been no sort of recourse to assist my partner, nor even mend the disposition that they had placed themselves and their dealership in, from our viewpoints.
The people that assisted us do not value customer satisfaction, do NOT care about how they interact (or lack of interaction) with customers, nor do they care about the experience that is had at their dealership by consumers. Our situation may not be the same as others, as we know that we weren't the same type of clients noted in the dealership. However, we are very much God fearing, kind, personal, and intelligent human beings who deposited into their dealership by making a full payment onsite. We deserved to be treated better and to have a much, much, great experience than was given at Victory Chevrolet (717 Rhyne Road, Charlotte NC)
We do not wish his horrible, sub-par, disrespectful, and down right neglectful treatment towards anyone else. Best of luck if you choose to buy from here. (Also listen really quickly and really well- they FAST TALK at this dealership; please be vigilant in following body language and verbal communications (as well as written ones) just was my partner and I were and are! All experiences aren’t the same, yours “could” be absolutely opposite from ours. And truly, I’d hope so!
In addition, a week following we now have issues with the brakes on the car that were “told to have been brand new per Victory Chevrolet!” This buying experience has been a nightmare and I’ll be glad to be an advocate on part of the consumers best interest. This is absolute LUDICROUS!