Herndon Chevrolet — Local services in Lexington

I really don't know where to start!!! I've been holding off on writing this review in fear of them doing something to my vehicle but at this point, I really couldn't care less. Dropped my 2021 Silverado 2500HD off at this dealership 30 July 2024, today is the 18th of January 2025 and I still don't have my truck back!!!!!!!!! While I understand that there has been a Nationwide backlog on transmission valve bodies and the dealership can't magically make one themselves, I expected to at least get a phone call every so often to let me know the status of things. I've made that clear during the multiple trips I've made to the dealership. I go to the dealership, because if I call, they just transfer to a number that just rings and no one EVER answers! Got tired of dealing with not getting any information or updates from this dealership, so I contacted GM directly. GM has been very helpful and called me directly and told me that my valve body had been delivered to Herdon that morning on the 13th of December which was a Friday. I never received any updates from Herdon. I waited until after 5p.m. and made another trip to Herdon to ask them of the status of my valve body. It was only then that they realized they had my valve body!!! (Reminder, that was the 13th of December, today is the 18th of January!!!!) I was then told the Tech's wife had just given birth and it will be a couple of days!!! Christmas came and went, New Years came and went, still no call from Herndon on the status of my vehicle!!! Finally on the 7th of January I received a call and I quote, "we have good news and we have bad news. The good news is, we have repaired your transmission, the bad news is when we went to pull your vehicle in the shop, we realized that your catalytic converter has been stolen off our lot." I was then informed that they do have them in stock, but they had to wait for approval from God knows who, (I assume their insurance company) to make repairs to my catalytic converter, but I might need to claim that on my insurance!!!!!!! Drove to the dealership to look at the damage myself and had to go inside and ask them to send someone out to close my back sliding window! That was the 7th of January and I just got back from that dealership 18th of January and my truck is still sitting in the exact same place and they haven't done a thing to it!!!!! 30 July to 18th of January and still not end in sight!!! THIS POST IS 1000% ACCURATE!!!

27 January 2025 UPDATE On the 22nd of January (Wed), the service manager called and stated that they (Herndon) had finally received authorization from their insurance to replace my catalytic converter and my truck would be ready in a day or so. I waited until Friday and since I hadn't heard anything from them, I drove to the dealership. My truck was still in the exact same place, out in the parking lot, not in a bay. I went inside and asked what was going on and was told that they still needed to reprogram the computer and check my fluids. (Don't know how that was going to happen sitting in the parking lot!!!!) I was told that I would be able to get my truck before close of business. Well I did receive a call, a call to inform me that they were still having problems with my transmission!!!!!!!!!!!!!!!!!!!!!!!!!!!!! So still no end in sight!!!

Update* 27 January * Got my vehicle towed to a different dealership! Tired of the piss poor service at this location! As you can see, the dealership acknowledged my review! No arguments or saying that they would like to speak to me like in most other reviews! This place needs to be shut down! GM, on the other hand has been great! I filed a "Loss of Use" claim" and they have been reimbursing my payments every month and then-some so I've been making money on this!

Update2/15 Feb Took my truck to Jim Hudson Chevrolet! They rebuilt transmission in two weeks only due to waiting on parts and gave me updates every 2 - 3 days! Once all the parts came in, it only took them two days to rebuild. Transmission clutch plates were completely burnt! Truck...

• BUYER BEWARE *

I purchased a 2019 Chevrolet Traverse from Herndon in May and am pleased with my purchase overall with one exception....the right rear tire leaking down weekly.

The first week I had the car, I had to put air in the right rear tire.  I thought maybe the dealer just didn't get it aired up properly, but when it leaked down again, I took it to my tire guy who said he found a puncture and he plugged/patched the tire.   Great, no big deal, but then it leaked down again.  Back to my tire guy who checked it out and thought the patch was leaking, so he repaired it again.  The next couple of days it leaked down AGAIN.  That's when I took it to Herndon to check the rim.  They said it was the tire and the rim was fine.  They offered to sell me a new tire but I got a better deal with my tire store.    I replaced the tire with a new one so problem solved, right?  Wrong!  The right rear still leaked down even with new tire and new sensor stem.

So, I went to back dealing with Herndon trying to get them to put a new rim on the right rear as there is nothing left but the rim to replace.   Herndon is unwilling to stand behind the vehicle they sold less than 3 months ago.  My salesperson Carter Harmon tried to get the Used Car manager to cover the issue, but he would not.   Best they can say is that I will need to purchase a new rim.  "The roads we drive are really bad" Carter said.   Funny thing is, I drive other cars on these same roads and I don't have this problem, but then they aren't made by Chevrolet!

Herndon is eager to sell, but that's where there eagerness stops.    Eagerness after the sale appears to be non-existent as I called back and left a message for Joe, the Floor Manager, as he was not available at the time.   Problem is, I haven't received a return call in over two weeks.

Frustrated with this whole experience, I purchased a new rim and I believe the problem is now resolved (see pics of old rim;  cracked just like I thought).  Remember, Herndon's service department said there was nothing wrong with the rim and that it was the patch my tire people did on the tire and that it can not be corrected and that I needed to buy a new tire.   Not only do they not stand by their product, they provide erroneous information.

Thinking back on my experience, Herndon was really eager to get the car detailed and delivered to me.  Now, I wonder if it was because they knew the right rear was a problem when they sold it to me?  In my mind that's exactly what was at play, but they positioned it as them trying to get my newly purchased car delivered to me as quickly as possible.

I'm a businessman myself so I realize the anyone can have problems arise in their day to day business, but when you pay over $35,000 for a supposed "Certified Preowned Vehicle", you expect a bit more service than I received.

Looking back on the sequence of events maybe my first call should have been back to the dealer instead of my tire guy, but that still doesn't excuse Herndon's lack of customer service throughout this issue.    Had Herndon handled this in manner I would have expected, I would not be out nearly another $675 for a new tire and new rim for a car that I have driven less than 2500 miles.

If they can live with, I can, but needless to say I will not be shopping at Herndon Chevrolet in the future. And for those of you reading my review you might want to consider my experience when making your decision whether to deal with Herndon Chevrolet or not.

UPDATE: The dealership indicated that they wished to resolve my issue promptly and to please call them which I did. Only problem was that this is just a "canned response" and they really have no intention on resolving the issue. I spoke with Lawton, the service manager and, the best he could offer were some "free service coupons". I thanked him, but told him, I really wasn't interested. If they really wanted in good faith to resolve my issue, they would have paid me the $675 this has cost me. Why would I want to take my car back to their...

12/31/24 Updated review.... unfortunately the truck was not able to be seen on Day 2 and we were told over the weekend no one would be able to see it. A rental was offered to us however we were told that we can't use the truck to tow anything which defeats the purpose of having a rental truck since I need the truck for work. Our advisor was really nice and did try the best to help us. We understand it's not the advisor fault. However this location still does not make anything right. The reality is I left my truck there for two days and nothing was looked at which means I lost two days of work. Then when a rental was finally offered to me they said we can't use the truck to tow anything which defeats the purpose of renting the truck. And then they said no one will be working on Saturday and Sunday so therefore my option was to take the truck home over the weekend and work that weekend.

So now if I return I lose my place in line and have to lose two days again to get diagnostics without a guarantee they will even see the truck in two days like they didn't the first time.

I suggest actually making appointments you can stick too them versus telling people to drop off their cars and lose work just so you can not see the car. It's poor practice. It is poor customer service. Day 1... I will provide updates as I go along but today I am not very impressed with services. I had an appointment to have my truck camera looked at since it's not working as well as my truck's airbag light keeps flashing so I needed to have that checked out. So again this is an appointment for a 7:30am drop off. Vehicle was dropped off on time and was told at drop off that they will do their best to see it today but it can take 48 hours to diagnosis the car, and that doesnt include the time it takes to have to order the parts to fix it!

I said then why do we even make an appointment to have the car dropped off for two days if its juat going to sit here. We were told all dealerships do this. I said not my jeep dealers nor did any of my honda dealers do anything like that but ok. It is now 3pm and I called twice before and was not able to get ahold of the service advisor. I just got ahold of the advisor and was told the car still has not been looked at. I said I would call back and check later and was told oooooo k! We asked for a rental and they said they had none available. I can say right now the services of this location isn't the best. I never had been to a location where I needed to drop off just for the car to sit there until they could get to it. I don't understand how they schedule an appointment and yet the car isn't looked at for possible two days. Why not just make my appointment for two days later when you have the capacity to work on it or look at it. I will keep updates as the process moves along. But so far I'm not happy with how cars need to be left and dropped off just to sit there. I also never had a dealer not provide me...