Horne Auto Center — Local services in Show Low

I will be filing a complaint directly with the manufacturer (Chevy) and with Arizona attorney general against Horne Auto Group. I made a second appointment for diagnostics and it turned out the equinox needed a fuel pump and alignment so I went ahead and made the appointment for a Wed a week from the diagnostic appointment. About 2.5 hours into waiting for the fuel pump to be installed, I approached one of the services writers and inquired about a capless gas tank cover and to my excitement they did exist. Well at the same time Peter (the service writer) walked back in and stated he had bad news. Apparently the mechanic had successfully installed the new fuel pump but upon testing it by starting the vehicle, a loud pop came from the gas tank. This was apparently the new fuel pump blowing up inside the tank. Peter stated that the soonest they could acquire another new pump was the following day. I asked Peter if that meant I needed to find a ride home and he said yes. Well I've made it known to the service department that I live a 2 hour drive from the dealership so this was disappointing to hear to say the least. Not only was I out another full 2 days work but now I also needed to search for a ride that I would be waiting for, for another 2 hours+. Not wanting to sit there and wait I proceeded to dial friends while walking in the direction of my home. I made it 15 miles walking before my ride arrived. Now walking was my choice and a bad one but I feel like that choice never should have been an option. This vehicle was purchased at this dealership and has had ever single service done there since it was manufactured. I feel like the dealership should have taken better care of their customer and either provided a loaner car or a ride since they could not complete the scheduled service in a timely manner. Also the bill ended up being more than double the verbally quoted amount. Peter told me the pump would be free under warranty, the alignment would be $120 and the filters would be around $80. I asked so about $200 total and peter verbally verified that. So when I was handed a $450 bill a couple days later after I was able to find a ride 2hours back to the dealership, it was like being slapped in the face, again. I will be taking my business elsewhere once my prepaid vouchers are used up. Very disappointed and unsatisfied with the outcome of this transaction and service.

UPDATE I called Brian Willis a few days ago on December 7th, to "reconcile" as he requested below and according to the receptionist he was in a meeting. As of the date of this update, December 12th, I still haven't received a call back from anyone at Horne Auto and now for the icing on the cake... THE CHECK ENGINE LIGHT IS BACK ON. So all this nonsense and I'm still at square one. In hindsight I would not have purchased my vehicle at this dealership and certainly will not continue to take my vehicle here for service. I will be updating to one star if I do not receive a call back today.

Update #2 Still no call back from the dealership. Also a new development to kick me when I'm down again... The initial appointment was for service, oil change, tire rotation, filters etc. Well as I started the equinox this morning the engine was making an odd sound so I popped the hood to inspect. (Pictures of what I found included) Well you'd think an oil change would be straightforward right? Well it should be but apparently something about the oil change on my equinox was a bit too much for these guys. Oil filler cap is completely covered with rat poop and debris and as I checked the oil level, at this point I wasn't surprised, I found the level at the absolute bare minimum. Mind you this is a 2020, bought new from Horne Chevrolet and purchased all the maintenance vouchers from them so they are the only entity that has touched this vehicle. Save yourself the money, hastle and headache that comes along with using this dealership. I highly suggest buying from another dealership and absolutely find somewhere else for your maintenance...

After searching the valley for an exact replacement for our 2020 Traverse RS that was totaled, I was unable to find anything locally apparently due to a chip shortage. A fleet manager at my local dealer located one at Horne Auto in Show Low, AZ. Even though it was 187 miles away, they had the exact Traverse, options and color that I wanted. I dealt with Mark Reveles the Internet sales manager. I can't complement him enough for all he did to make this the absolute best experience we have ever had purchasing a vehicle. I am 66 years old and have bought several new vehicles from several dealers in the valley over the years. The experience was pretty much the same with the high pressure salesmen, going back and forth to the tower to check with his manager, inch by inch lowering the sales price and financing until finally coming to an agreed price after a very painful couple of hours. Then the meeting with the business manager to finalize the paperwork where they continued to force every additional option under the sun on me. Usually I felt like I needed a shower once I was finally driving off the lot. Horne Auto Center was nothing like that. Mark and Joe Gargulio the sales manager were working tirelessly on getting me the BEST price and financing and preparing all the paperwork while we were in route from Phoenix up to Show Low. Mark and Joe were in constant contact with us. When my Wife and I arrived at the dealership That BEAUTIFUL Traverse RS was proudly displayed in the Sold section. Mark immediately came out and greeted us with a big smile, offered us something to drink if we wanted it and went over the Traverse bumper to bumper. While sitting at Mark's desk signing paperwork Joe came over and introduced himself. He was extremely personable and professional and made us feel like we've known him for years. This is a quote from an email he sent me on our way up, "My goal is to provide you with the best service you have ever had along with the best deal, a true win/win!!!" Naturally I assumed this was typical salesmen rap, but in this case it was 100% true. Dave Burgman the business manager was an absolute joy to deal with on processing and signing the final documents. No pressure and gave us a great deal on the extended warranty. In closing my Wife and I want to say that this was the best, most wonderful car buying experience we have encountered in our lives! May sound hokey, but it's absolutely the truth. I will gladly drive the 374 mi round trip for all my future purchases. To the team at Horne Auto in Show Low, AZ... YOU...

Horne Review Part 2 The flatbed tow truck with the large RED truck on the back, the driver, myself, two suitcases and my dog entered the service portico several hours later, but we must have been momentarily invisible because it was probably a good 20 – 30 seconds before the two men not on their telephones even looked up to acknowledge our entrance… in their 6 X 10 foot office. Peter Fairbanks asked if I had called for an appointment. I informed him that I had, a couple hours earlier, and was still waiting for a call back. Silence. I asked how long it would be before they could look at it. Silence. I said, come on guys, help me out here! Am I needing to get a hotel? Do you have any loaner vehicles? What is my play? Silence, other than a NO to the loaner vehicle question. I know I was not in a great place mentally but I am never mean and rude, so their dismissive demeaner was very off putting and hurtful to me. Peter finally answered by simply telling me “they had 25 ahead of me”. Okay, now we’re getting somewhere. To diagnose? To work on? What does that mean to me and my predicament? I asked if those 25 people were stranded 4 hours from home with their dog, in their brand new truck? Silence. I was honestly beginning to wonder if I was dealing with functional mutes, and am on the brink of tears due to their utter lack compassion or customer assistance. Needing to reset myself I went into the lounge area to call the dealership where I had purchased the vehicle, to see if they could offer any assistance to get the vehicle delivered down to them. They could not, without paying almost $1,000.00 in towing fees, but they did provide the 1-800 Customer Assistance line for GM. After calling GM, I felt better. They explained the rental car reimbursement and trip interruption coverage included in my warranty and that I would be assigned an “advocate” to keep me informed, so I arranged for an Enterprise rental. Horne had previously told me they had no loaners. They wouldn’t even give me a ride the 2 miles to Enterprise, but it was another customer who had witnessed this entire interaction that volunteered. As I was loading up the suitcases and the dog into my Good Samaritan’s truck one of the service guys did come back over and offer me a loaner. Unfortunately, if I accepted I’d have had to return the rental back up to Show Low. A 4-4.5 hour...