When I initially called to set up an appointment, I asked about a loaner car. The representative stated that a service manager would call me back. That call back never happened, I had to call back to schedule. I then asked the service representative about a loaner to use while my truck was being serviced. He stated that the service would only be 45 minutes and he would have to check on if a loaner was available. Again, I never heard anything back. Fast forward to the day of the service appointment, still never a call back regarding the loaner. My wife had to bring my truck in for the service due a work conflict I had. The supposed 45 minute service took 2 1/2 hours with fixing recall items. So, my wife and two kids sat at the dealership for 2 1/2 hours because your service department couldn't/didn't respond to me about a loaner. When I bought the truck, the sales representative showed me all around the dealership. He took me by the service department and stated something to the tune of, when you bring your vehicle in for services, loaners are available for customers. Besides me asking on two separate occasions to two separate people for a loaner to use during my service, I guess that code remains unbroken. If you are going to pitch something during a vehicle sale it might be helpful to back it up.
We would like to apologize for the experience that you had at our service department We assure you that 100% customer satisfaction is our utmost priority and would like the chance to further understand what happened. Please contact us at your earliest convenience so we can resolve your concerns.
We sincerely appreciate your feedback. Our customers are our greatest asset and we value your business. Your comments will be reviewed with our team and please don’t hesitate to call us if you’d like to discuss them in greater detail.
As always, I was warmly greeted, and the scheduled service was performed right away. When completed, the tech. explained what he had done, then the service director showed up with the paperwork and I was on my way. Great place to do business.
Larry, thank you for filling out our survey and giving us this great feedback. It's encouraging to know that our service team made such a great impression on you. We hope to see you again in the future.
Our goal is to provide top-notch service so we appreciate your kind words about your experience. The whole Van Bortel Chevrolet service team would like to thank you for coming in and we hope to see you again in the near future.
Especially like the no pressure, no hassle approach when purchasing my Corvette. Sales rep was knowledgeable and accommodating. Corvette loyalty discount, GM card rewards, and dealer discount helped make the purchase decision easier.
James, we appreciate that you took the time to write about your experience at our dealership. Each employee is a valued member of the Van Bortel Chevrolet team and we are glad we were able to provide excellent service! We look forward to working with you again in the future. Thanks!
Robert, thank you for sharing this great feedback with us about your service experience. Reviews like yours let us know that we're achieving our goal and we're glad to hear that you were pleased with your visit. Thanks again!
I had my 2017 GMC Acadia into the dealership bc this where I purchased it as a GM certified vehicle. It was in due to the shift to park issue and the fact the vehicle would not start. When I called to make the appointment I could not get in until a week later for a vehicle I could not drive. When I asked about a loaner they did not have one available leaving me with no vehicle. I called back multiple days hoping one would become available with no success. After getting past this, I dropped the truck off a day early bc it worked better with schedule. They were able to get it in early which was nice. After they got truck in they found that just the battery was no good. When I mentioned that battery going bad was most likely related to the shift to park issue it seemed to go on deaf ears. The shift to park issue would make it appear the truck was off, but I would find that the electronics would remain on, which guessing after it happened a number of times over a few months the battery went bad. Didn’t seem right that a battery 2 years old would go bad w/o a cause. I was left paying over 200 bucks for a new battery bc it was not covered under warranty. When I arrived to pick up the vehicle I went into the service department at 7:45 PM, (which closed at 8) hoping to talk to some about the battery only to find no one at service desk. At that point I just wanted to get my truck and leave. I was left to go to the cashier pay for the battery and my oil change and leave. As you can tell it was a number of things that made my experience less than desirable from a Van Bortel Dealership that normally has very high standards when it comes to customer service.
Hi, we work hard to provide a fantastic experience to everyone. It's discouraging to see that you had a negative experience. We would like the opportunity to address your concerns. Please reach out to us directly at (315) 333-2627 when you have a chance. Thank you, and we look forward to hearing from you.
Michael, thank you for taking the time to write about your experience at our dealership. All of us at Van Bortel Chevrolet pride ourselves on our commitment to customer service excellence. We appreciate your kind words and look forward to seeing you soon. Thank you!