Novato Chevrolet — Local services in Novato

I wanted to share my experience with Novato Chevrolet. We all know that car dealers are masters at Bait and Switch, but this experience was a new low for me. Here's my story: I found a car I was interested in and contacted the dealership. A person promptly called me back and left a message. I called back and also left a message. As no one called me again, I reached out and talked to another salesperson. Red flag one: the car listed was a Chevy Bolt with a price significantly lower than comparable vehicles. Red flag two: I was told the car had been on their lot for 30 days. These cars are very popular, so naturally, I was suspicious.

Since I was very interested in the car but couldn't see it that day, I enlisted the help of my family to go check it out for me. My father-in-law liked the car, and I proceeded with the intent to purchase it. After a few typical back and forths, we agreed on the price of the vehicle with the salesman. I sensed a bit of confusion in the messages being exchanged but didn't think much of it. I asked the salesman to get the paperwork ready so I could sign and pick up the car when I arrived. He refused and told me everything had to be done on-site, which was another red flag. Since I've purchased many vehicles remotely before, this surprised me but was mostly just an inconvenience. I had to rearrange my day, enlist my wife's help, and coordinate getting the car. I live in San Francisco, work in Mountain View, and the dealership is in Novato, so it took a lot of planning.

Now for the grand finale: My wife and I arrived at the dealership in the morning, expecting to drive the car home. We met a nice salesman, took the car for a test drive, loved it, and proceeded to purchase. The salesman told us the dealer would detail the car, and we could pick it up later. I sensed confusion because I'd told the salesman the night before to fully charge the car, as we'd be driving back to San Francisco. Strange. This is where things became unfortunate. We walked inside, and the salesperson seemed nervous. He began collecting my information, asking questions like where I work, how long I've been there, and how much money I make. I thought, "Wait a second, I'm not financing the car, why do you need this data?" He replied, "Oh, it's just a formality." That's when it started to smell bad. He took us to a private office and closed the door—why would anyone do that if the deal had already been made?

Turns out, the dealer was trying to secure some kind of rebate to sell the car at the agreed price. My wife and I began to sense that we weren't driving the car home that day. The salesman returned with a finance person who had very unpleasant manners. He explained they couldn't sell me the car for the agreed price because they weren't getting the rebate. I was obviously upset and said unless I get the car for the agreed price, I'm leaving. The finance manager said, "Go ahead and leave." Wow. Really? Nobody told me about this the night before. Remember, they wouldn't let me see the paperwork ahead of time. At this point, it's obvious the deal is over. The salesman then asked if I would agree to the original price if we financed the car and removed some typical BS accessories supposedly on the car. Really? I said I would agree to the price once I saw the final paperwork, but at this point, it was clear there would be no purchase that morning. Still, I decided to see it through to the end.

We had agreed on $9,000 before tax and DMV fees. After doing the math, it should have been just over $10,000 out the door. The same unpleasant finance manager came back with a figure nearing $12,000. My wife and I turned around and left. Aside from ruining our morning and messing up our day, we were left disappointed and felt taken advantage of. When someone makes a deal and goes back on their word, it's pretty low. Wow. I just wanted to share this experience so others don’t fall into the...

My two-year experience with Novato Chevy has been a complete disaster, marked by persistent mechanical problems with my 2022 Silverado and shockingly poor customer service. I strongly advise anyone considering purchasing or servicing a vehicle at this dealership to look elsewhere.

From the beginning, I've had significant issues with my Silverado's transmission. Since purchasing the truck brand new, it has exhibited troubling symptoms, including hard shifts, hesitation, and occasional slipping. Despite multiple visits to Novato Chevy's service department, including a paid "enhanced inspection," the problem remains unresolved. They repeatedly claimed they could find nothing wrong, leaving me with a truck that continues to have transmission issues and a growing sense of frustration.

The service experience at Novato Chevy is consistently subpar. On my most recent visit for the 40,000-mile service, I was met with indifference and unprofessionalism. Upon entering the service department, I was greeted by awkward silence. When I finally managed to speak with an advisor, the quoted price for the service had inexplicably increased. While an oil leak was later discovered and covered under warranty, the details of the repair were never adequately explained to me.

The lack of communication and general disregard for customer satisfaction are appalling. When I returned to pick up my truck, my advisor was unavailable, and another service representative dismissed my concerns about the inflated invoice. It felt like no one cared about resolving the issues or even acknowledging my presence as a paying customer. Even simple amenities, like the customer coffee bar, are consistently neglected, with a dirty Keurig and often no cups or supplies available.

The sales experience was equally disappointing. After working with a sales representative to outline my desired specifications for a 2500 Silverado, I returned to find that he had left the dealership. I then had to repeat the entire process with a new representative, only to be told that favorable financing terms would likely mean a higher price for the truck. This constant turnover in staff and the apparent focus on maximizing profits at the expense of customer satisfaction are deeply concerning.

My experience with Novato Chevy has been consistently negative, from the unresolved transmission problems to the dismissive and unprofessional customer service. I'm now exploring legal options, including consulting with a lemon law attorney, to address the ongoing issues with my truck. I believe this dealership takes advantage of its location and I would strongly recommend anyone considering purchasing or servicing a vehicle to look elsewhere. My experience has been nothing short of...

Chevy Bolt EV battery recall - the staff seemed to be unaware when scheduling for battery replacement appointment. When I arrived, the service agent was clueless, until I showed him the email I received from Chevy and the recall message on my Chevrolet On-Star app. I was told the battery will get ordered. I asked why I had to drive 30 minutes to order the battery for my car. At minimum, I should have been able to call. The Service Manager informed me that I had to be present and that they were unaware my car was flagged because I didn't buy the car from them. I informed the Service Manager I bought the car from their inexperience salesperson and I had to inform him of the car I was buying and all the features. He apologized. I received a call about a week later that the battery was in. I informed the service receptionist that I would be dropping my car off the night before and taking public transportation to work (I had someone pick me up Sunday night). I did not receive a call from Novato Chevrolet the following day on the status of my car. I had to call and ask if all was good and when I could pick up my car. I was informed that I had a rental waiting for me. I called at 3PM. Really??? Ugh! I received a call at 5PM from a Service Rep informing me that my car was ready for pick up. When I asked if my car was fully charged, I was told no. If my car is not charged, how can I get home? I told the service rep that I would stop by the following day when the EV is fully charged. When I finally picked up my car, I was told that my car was 'out back'. I walked around the lot and I could not find my car. A salesperson was kind enough to help me find my car. He told me he's told the Service Dept many times to walk the client to their car. Poor customer service from the moment I bought the car (didn't matter because the car is the star, not the people) to the first service. If your dealership was not the only dealership in Marin County, I would severe all ties with you guys....