Viva Chevrolet — Local services in El Paso

Updating again. This is for a different service than previous. We decided to go back and have my transmission flushed. This time things went a lot smoother and communication was much better. I can't help but feel it was due to the fact my husband went in vs me dealing with them. But this service we were happy with. We now how our other vehicle there and were told could be a few days to diagnose the problem. So far no communication but it has only been 24 hours. So depending on how things go with the second vehicle I will make a final decision on if we would recommend or come back. I did update the star to 3 from one based on our most recent experience.

Edit update number 2 Once work was approved the car was ready the next day. Pick up went ok. People were nice. Just hard to get past everything leading up to this point.

Edit with update . Honestly the most backwards way I have ever experienced at a dealership service department. The lack of consideration and caring is appalling. I am well aware the department is busy but my time is also important too. I can't play phone tag all day and sit by my phone answer all the random numbers that call since no one seems to like to leave voicemail. I decided to wait it out and got a phone call from someone Monday morning still no estimates but said the breaks and bleeding the breaks were done and they were waiting on a tech to check the A/C problem but should be done Monday. Ok fine. My husband then received a call a few hours later with someone else concerned about my Google review and told him we should hear something around noon. I received a phone call after 6pm Monday from a lady who told me what was wrong with the A/c gave me an estimate then told me the parts department or service department I can't remember was closed but could get me the estimate for the breaks, break bleed and rotors in the morning.... The thing I was told was already done that morning. I said ok so I can't get an estimate for that part and she said let me put you in a brief hold and came back a few minutes later with the estimate. Which was very pricey a lot higher than average. My husband is now out of town so I needed to call him since the quote was more than double what we're were expecting. She said to call her personal cell number in the AM and would answer or call me right back if she was with a customer. Fine. I called no answer no call back for half an hour so far. I still don't understand why it takes so long to get your car looked at? What's the point of appointments? Most people can't go without a vehicle for a week or more just to get the breaks and A/C looked at who knows how long it will take to actually fix everything?.....

They have had my car for two days. I missed a phone call at 12:48pm on a Saturday no voicemail left. Called back within 5 min of the missed call. No one answered the phone for half an hour just rang and went to voicemail. Then I was told the lady had gone home for the day and there was an estimate to fix my car but they couldn't tell me anything and I would receive a call Monday at some point. I DO NOT understand why someone anyone can't tell me what's wrong with my car and the estimate and apparently the only person who can left for the day. So now you will have my car for 4 days and I won't know anything until "sometime" Monday. That is not good customer service to me. I am tempted just to pick up my car and take it...

I took my 2025 Trax to the dealership on 04/07/2025 with a "Check Engine" light. Alonso, the advisor, said that I needed to leave it for a diagnosis after putting the code checker that said it was something with the Evap System. I asked for a loaner vehicle which they said was not available. I then dropped it off on 04/09/2025 acquiring my own transportation because there were still no loaner vehicles available. I waited for days for a call from the advisor and/or the service department (which never happened). Eventually I called them on 04/14/2025 and spoke to Alonso who explained that it was in fact something with the Evap System and a part was needed to fix the issue. Again, I waited patiently for a call for some kind of update and that never happened. I called on 04/17/2025 and requested a call back. Alonso called me later to say the part had been ordered and they were waiting for its arrival. I called again for an update on 04/21/2025. Alonso called back on 04/22/2025 to let me know the part was received; it would not take long to install; and it should be ready the following day. I waited for that call, but it was never received, yet again. I had to call on 04/24/2025 for an explanation of why that call was never made to me and to see if my vehicle was ready to pick up. Finally, it was ready, so I picked it up after work that day. It had not been a good experience but I was happy to get my vehicle back. Come to Sunday 04/27/2025 and that “Check Engine” light was back on! I called immediately on Monday morning 04/28/2025 and Alonso requested for me to take it back to the service department again. I dropped it off on 04/29/2025 and he ordered a Lyft for me to get to work. When I called for an update, Alonso said they had not finished with it, and they were going to keep it. At this point I had no other method of transportation and asked what else we could do. He allowed me to pick it up for the night and sent a Lyft to get me from work to the dealership. He asked me to take it back the next morning, so I did just that. When I dropped it off on 04/30/2025, I asked him to call me by at least 2pm to let me know what was going on and to give me time to figure out my own transportation. I had to call him at 3pm for an update because he did not have the courtesy of calling me at all. He then explained that they needed to do a “cold start” to see if they could figure out what else might be causing the issue. I could not believe that I had just gotten it back after the initial 12 days (not including the weekends) that it had been there and yet he was asking me to leave it there again. Here we are on 05/01/2025 and I have no vehicle and had to find my own transportation to get to work from home. Overall, I have had a horrible experience with Viva Chevrolet starting from not having the courtesy to call me with an update, to not having any loaner vehicles in the service department for the time that I would not have my vehicle, to keeping my vehicle for 12+ days and then having the same issue within 2 days from getting it back. I need a resolution as soon...

Edit 3 really nice of them to unhook all of the wires from the main fuse panel and loosen that ground. Finally back in North Carolina and vehicle is fixed despite the setbacks.

Poor communication from dealer and no sense of urgency. Fleet vehicle has been there for a month and it’s always “diagnostic will be completed soon”. I am not local and I’m having to deal with this dealership on behalf of employees who are working in the area and I feel like we are getting the run around because we are a fleet account through AutoIntegrate/eFleets. Maybe the dealer sees us as easy cash because what other options do we have? Next time I will pay to have vehicle shipped back from El Paso to Concord, NC because we will probably get out cheaper and with less hassle. May have to do that anyway if vehicle isn’t drivable by the end of this week.

Edit 2 Employee went to dealership today and truck had not been reassembled completely after diagnostic. Parts were lying in passenger floor. Will be escalating with AutoIntegrate and eFleets. Doing partial repair and leaving parts unattached is not the way you’ll get me to take down a negative review. I know it’s a work truck, but the most valuable thing to our company is actually our employees so I want to take care of them. Viva has not made that easy. They should have functional A/C leaving because the truck arrived with functional A/C. There was nothing wrong with blower motor prior to diagnostic by Viva. Will have to find somewhere else to repair before they make the 1600+ mile journey back to North Carolina.

Edit Dealer asked me to remove review and my vehicle is suddenly ready for pickup, sans part necessary for complete functionality. I will not remove this review because from my point of view, it’s an accurate representation of how we were treated. It also seems to me that the dealer wants to blame the service advisor for this review and that’s asinine. Service advisor is only as good as the tools and team that the dealer provides. This review is a reflection of the quality of the dealer’s service department as a whole and not...