Chevrolet, Reliable Chevrolet is Unreliable and so is Taylor Grubaugh. This is the letter that I sent to Taylor Grubaugh on 1/11/25, no reply or call to discuss. I bought my truck on November 23, 2024, at Reliable Chevrolet. I’ve replaced the batteries in the key fobs twice, been stranded seven times, and still get the “no key found” message when I try to start my truck. I called my sales rep, who suggested it might be a relay amplifier issue and advised me to take it to the nearest dealership, Taylor Grubaugh Chevrolet, for a check. I live in Eminence, MO which is an hour and a half drive (one way) to your dealership in West Plains. When I arrived,Saturday, January 4th, the guy behind the desk informed me there were no technicians available to check my key fob issue. I also mentioned that a few days prior my lane assist wasn’t working when driving to Poplar Bluff, and my dash lights flickered on and off twice while driving to West Plains. He asked if I could return on Monday. I explained that I work Monday-Friday, 8-5, and live an hour and a half away. He offered to call me on Monday, January 6, to arrange for someone to pick up my truck. He took my name, address, and phone number. Monday, January 6, came and went without a call. On Tuesday, I called and reminded them of what I was told on Saturday, January 4th. The guy apologized, explaining that the person who was supposed to call me had been in the hospital after falling off a ladder. He took down my information again and said they could pick up my truck on Monday, January 13th. On Friday, January 10th I received a call from David asking if he could reschedule my pick-up to Monday, January 20th. I told him no and reiterated my previous experiences. At that point, when I wasn’t willing to change the pick-up date, David seemed confused about picking up my truck, but I explained that it was offered on January 4th. I had already talked to two people, and never once was I told it needed approval until I wasn’t open to changing my dates. David then said it needed approval from the service manager and that he would talk to him. I requested to speak to the service manager directly, and I was transferred to Ethan. Ethan and I had a nice chat about Eminence and the campground I own near his mother’s place. However, when we discussed my issues, he went on about not getting paid by Chevy/GMC and that Reliable Chevrolet should handle this issue. He asked for my sales rep’s name and number, which I gave him. Later, I got a call from the used sales manager at Reliable, Jordan, who offered to help, but it’s a three-hour drive, one way, to Springfield. I’ve only been to Springfield once, and that was to purchase the truck. Jordan (Reliable used sales manager) or Tommy, my sales rep, mentioned that they have never had issues getting reimbursed for a vehicle pick-up and that they’ve been in business for 100 years without a problem. Jordan called Ethan back and told him I would like to resolve the issue at the dealership closest to me. Ethan called me back, stating he couldn’t get my truck and suggested I use my tow package to have it towed. I explained that my truck wasn’t broken down and that the tow company would question why I needed a tow, plus if I am not mistaken it would cost me $100. I told him I am not going to jump through this hoop and refused this option. Ethan then said he was trying to make me happy. I questioned how he was doing that since his guy had offered to pick up my truck on January 4th. After some back and forth, Ethan reluctantly agreed to pick up my truck one time, but said they wouldn’t do it again. I am extremely frustration with being dismissed, talked down to and the lack of consistent service. I suggested a protocol for customer service continuity in case of staff absences. Ethan promised to call me sometime on Monday with a pick-up time, stating they might need my truck for 2-4 days. Given Ethan’s attitude and dismissive behavior, I don’t trust the service department not to mess with my vehicle or fix the issues. There was no creative problem-solving! Jordan from Reliable Chevrolet at least offered a loaner vehicle if I drove the three hours ( one way) to Springfield. I was promised touch-up paint when I bought the truck (November 23, 2024) and was repeatedly told it was sent out. Finally, after multiple messages to the sales rep, I received the paint on January 7, 2025.
In addition, I reached out several times regarding my title paperwork as my paper tags expire on January 21, 2025. I was informed that the title work was done incorrectly but assured that any late fees would be covered. On January 21, I called to check on the title paperwork and was told the title person was out, but there was a note claiming they had tried for over a week to contact me. This is not true, as I did not receive any missed calls or voice mails.
Jordan, the used car manager, said they would overnight the paperwork and include a check for the $25 late fee. I received the paperwork on January 23 but did not receive the late fee check as promised. I called UN-Reliable Chevrolet again to inform them of this oversight, explaining that the late fee could easily be $50-$75. I then went to the DMV and was charged a $50 late fee. Still no check to reimburse me for the $50z I also emailed Taylor Grubaugh explaining my issue with his dealership, but to this date, I have yet to receive a call or email. To say that I am extremely dissatisfied and disappointed in the lack of response is an understatement. I am the third owner and am beginning to think I have a lemon. I asked Ethan if he could tell me what he saw in the system regarding service, and he said there were five regular service appointments. Yet when I looked it up on Carmax, it had 20, but I was not going to spend money to find out. I would like honesty and transparency with these dealerships, but I don’t think that is possible.
I have always driven a Toyota and never had any issues. My intent was to support American-made companies and products, but this experience has been nothing short of a nightmare. I’m a firm believer you can’t fix what you don’t know is broke.
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