JackAndMaggie Latta

Review of Sundance Chevrolet

If I were reviewing just the sales portion of our ...

If I were reviewing just the sales portion of our experience, I would have easily given five stars. However, we had a pretty disappointing experience with the service department. The process of purchasing our vehicle with Kevin was relatively smooth and pleasant. We were able to drive away with it that same day, with the understanding that we would bring it back for service (detail, oil change, new windshield, new tires). We were told to make the appointment a few days in advance so they could make sure to have a loaner car available since the windshield and tires were to be completed by outside companies. My husband called on a Thursday to make an appointment for the following Wednesday. He drove an hour from Grand Rapids and showed up on time to the appointment, only to have to wait for over an hour for them to get a loaner car ready because the service department had not let our salesman know we were coming. We were told that it would take up to a couple days to complete all the services since they were having to send it out to do the glass and tires, so we appreciated that they offered us a loaner car. By Friday, we hadn t heard anything, so my husband called to check the status. We were told that the in-house detailing and oil change had been completed, but they were still waiting for the glass and tires. We weren t given any estimate on when it would be done at this point, or if appointments had been made to complete the services. After hearing nothing for another three days, my husband called to get another update. He was told the same thing...still waiting on the glass and tires. The next time he called (a couple days later), he was told that the person responsible for our car in the service department was out for the day and he would call us the next day. We did not receive a call the next day, so we finally reached out to Kevin, our salesman. Thankfully, Kevin took it upon himself to make sure the services were completed. He gave us regular updates, saying he personally took it to get the glass and tires done. He was very forthcoming with updates and very apologetic for the service department s mistakes. He was even accommodating enough to have the car delivered to our home in Grand Rapids on Monday evening. So although our experience with and the level of service from Kevin personally was above and beyond expectations, I just can t honestly offer 5 stars because of the way the service department absolutely dropped the ball. I understand that this is a big dealership and there are a lot of moving parts, but I feel that our car would have sat in the lot indefinitely had we not gotten Kevin involved. It was obvious that no one in the service department had made any effort to contact the glass or tire shops to get those services scheduled. I would have thought that four days of notice when we initially made the appointment would have been more than enough time to get those services scheduled. Again, I can t say enough positive things about our experience with Kevin and everything he s done to make it right. I just cannot believe that they don t have a better system in place for service with how many vehicles they sell.