Bob Hook Chevrolet — Local services in Louisville

Well my salesman has nothing to do with this edited review from my previous one. Bought new truck about two months ago. It was supposed to come with steps on side per window sticker. But they told me the sticker on window from manufacturer was wrong. Go figure, they did give me a credit on financing for the mess up. Then it was supposed to have all weather floor mats. Had to wait for them to come in. Then is was supposed to have blackout decals on truck also, but it didn’t. They were supposedly on back order. So it’s been about two months and I haven’t heard anything from service saying they were in. So I called and guess what they were in. But I received no call saying they were. So I scheduled an appointment to have them put on for Wednesday November 1st at 8am. Job should not take more than two hours. I was advised to leave my truck and they would call me when done. Why make an appointment and have to leave truck for a two hour job. And also I was advised body shop would be doing it. So my new truck was going to be put in body shop for decals. I advised I didn’t want my truck in a body shop for the dust getting inside my truck in the vents and motor compartment, etc. So on the day before appointment I called John in service and asked him why all this was happening the way I have just explained and why do I have appointment and have to leave my truck all day for a two hour job. He told me he would get with person they want to do job and get back with me later because he was at lunch. Waited all afternoon no phone call from John. So I called and was put on hold and when they came back they told me John was busy can I continue to hold because he had two customers ahead of me. I advised the person on the phone that John was supposed to call me back about a situation and he hasn’t called me back, so when he finds time call me. About a hour later he calls and said they want to reschedule my appointment a week from the original appointment. I said ok. Then he said hopefully the weather will warm up so we can do the job. I then said what does the weather have to do with it. Warm or cold it’s your job to do the work expected on my truck. I worked out of town and I am home only two days a week. I don’t have time for this nonsense. I have been doing business with Bob Hook going on about 30 years. Always had no problems at all. But I advised John to just throw away my parts and I will never to any kind of business with Bob Hook again. And I will be taking my new truck to a different Chevrolet dealer for my needs in the future. I have bought about 4 vehicles from them over the years. And this is how I am treated today. No customer service and satisfaction at all anymore. It’s just take what we offer you or nothing. So I have decided to take nothing from them and take my business elsewhere in the future. Word of mouth will make a business and it will break a business. Future customers please read the service department reviews about the service department before you decide to do business with Bob Hook. They have some bad ones. 3 to 4 hours for a oil change. Taking car to have fixed and it comes out worse than it came in. I hope the family of the Hooks now of the problems going on in service. And I hope they address them quickly before they lose more loyal...

Completely unprofessional experience and zero communication.

My vehicle was sent to Bob Hook Chevrolet in late August 2025 after being redirected there by Oxmoor Collision Center, where my insurance claim was filed for water damage. I wasn’t even told it was being sent to Bob Hook until I got a random text saying my car had arrived.

When I called to confirm, I spoke with Keith, the service advisor assigned to my car. I had worked with him in the past and he was friendly then, but this time communication was terrible. After being on hold for a long time, he told me they were “investigating electrical issues,” even though my car had engine problems, overheating, and loss of oil pressure—not electrical.

When I tried to call back to clarify, I was left on hold for over 15 minutes. During that time, John Bowles from Oxmoor Collision called me from his personal cell phone—the only time he ever did—telling me, “They said to stop calling them.” That was shocking and unprofessional, and I can only assume he called from his cell so the conversation wouldn’t be recorded.

From early September through mid-October, I got almost no meaningful communication—just vague texts like “maybe the end of this week or next week.” No real updates, no accountability. After seven weeks of waiting, I went to Bob Hook in person. The advisor didn’t even know where my car was. Once I found it myself, it was running and didn’t sound right—something the technician on-site admitted.

Then, after nearly two months of delays, they magically determined within 1.5 hours of my visit that there were “no problems” with the car and decided to tow it back to Oxmoor for pickup. It felt like Keith and John were retaliating against me for holding them accountable instead of taking responsibility for how poorly my claim was handled.

I spent nearly $80,000 on this car, and this is how I was treated—like an inconvenience instead of a valued customer. I didn’t even buy my Corvette from Bob Hook, but I was seriously considering purchasing my next one from them. After this experience, I wouldn’t buy the last Corvette on earth from Bob Hook Chevrolet.

This entire situation has been a complete failure in customer service, communication, and professionalism. I would never bring another vehicle to Bob Hook Chevrolet and strongly recommend avoiding their service...

Ok, where to start?

I had been, literally, calling around the entire country looking for an available blacked out 2022 Tahoe, since they seem to be the hottest commodity since the Tickle-me Elmo craze. According to their website, Bob Hook had the (almost) exact vehicle I was looking for, AND it was available.

From my very first call (I live in Tampa, FL), the sales staff was friendly, knowledgeable, serious about customer service, and willing to work with me to make the mods I wanted. They didn't have to do that. Someone else could've called 10 mins later and bought it "as built." The market is that hot, but they were really awesome to help me out. Also, and this is HUGE: They aren't charging a "market adjustment" on their vehicles. A market adjustment on a Tahoe from what other dealerships wanted, ranged from 10k-15k ABOVE sticker. Believe me, I probably talked to 50 dealerships around the country.

In short order, I was communicating with the sales manager, Kelly. He is, without a doubt, a first-class leader. There were a few accessories necessary to make my Tahoe EXACTLY what I wanted (different wheels/tires, emblems, lettering), and Kelly ordered everything right on time. I was initially told by Kelly my vehicle would be delivered by the "middle of April." The truck was ready April 12th, and I took delivery on April 13th (had to fly up from Tampa).

Upon arrival in Louisville, I was picked up at the airport BY MY SALESPERSON, Max. He was super friendly, and prepared to expeditiously complete the sale so I could get on the road (12.5 hour drive home). He was generous with his time to show me all the cool features my old 2013 Honda Odyssey lacked, and I finally got to meet the one I worked with most (to ensure EVERYTHING was right), Kelly. Seriously...he's amazing. Actually, everyone was amazing.

Typically, the worst part of the buying experience, finance, turned out to be a breeze because of Cecelia. She was professional, had my paperwork ready to sign, and clearly presented me with opportunities to further protect my investment without distasteful, high pressure tactics.

I was in and out in 30 minutes, and I cannot recommend this dealership enough. I will buy my next vehicle 900 miles away in Louisville, KY, at Bob Hook because the experience...