Monument Chevrolet

Purchasing my vehicle at Monument Chevrolet in Pasadena has been my worse experience purchasing a vehicle. I have purchased 5 vehicles so far from other dealers and none of them have been as frustrating as working with this dealer. The “miscommunication” or bait and switch tactics seems to be their way of handling business. We were looking for a 2021 or newer Tahoe and found one at this dealership. Sarah was the salesman we worked with. Looking at the Tahoe, we knew it was used and had a couple cosmetic issues. We also noticed the two tires in the back were lacking tread. Sarah said not to worry that the dealership could replace them if we ended up purchasing the vehicle. We elected to test drive the vehicle and then went to run numbers. I was trading in my previous vehicle, and they valued the vehicle. I had two other dealerships value my vehicle and the numbers that Monument came back with were significantly lower than the two other dealerships were willing to offer. We went back and forth, and Monument then said they wouldn’t come up on their offer and recommended I go take the other offers. Seemed to be the only honest thing they said throughout the process. I opted to take the advice and left the deal. We live up in The Woodlands, so we drove all the way home. About two hours after leaving and making it home, Sarah reached out via text message and said that after talking with her manager, they would come up on the trade value. I was still interested if they would replace the back two tires as well. I clearly texted Sarah the terms I was wanting to move forward; the term was they granted my requested trade price and replaced the two tires. Sarah’s response in text message was “Yes Sir Absolutely”. We then drove an hour back to the dealership. We went through the process of running numbers again, running my credit, and moving forward with the sale. Then Sarah came back and said after talking with her manager, they were only going to replace the one tire. This led me to believe that Sarah was making promises that she couldn’t keep. Overpromising and under delivering. Gilbert, their finance guy, was great though. He went over the top to make things work on the finance side with the credit unions. I reached out to Sarah a few times with no response regarding the sticker. I had to reach out to other people at the dealership just for Sarah to call me. When I was finally able to speak with her, I asked what the status of the registration sticker was. Sarah informed me that the sticker had been in and she was sorry that no one contacted me to tell me. I asked her then again if it would be an issue to get the tire then too. Sarah said nope, not at all both will be ready. She directed me to Service Department for the sticker and the parts department for the tire. When I got their yesterday, I went into the Service Department, and they did not have the sticker. They had to make several phone calls just to find the sticker. Some gentleman from the dealership was able to get the sticker and bring me it. Per him, the sticker was just delivered that morning and they had not been able to process it internally, so he was not sure how Sarah knew that it was there four days prior to yesterday. Then I went to the Parts Department and again no record of a tire being ready for me. I then had to talk with one of the Sales Department managers. That gentleman went and magically produced a tire for me. The tire given to me does not match the tires I have on the Tahoe currently. At this point, I was not going to argue with the dealership. I am just glad I no longer have any pending business with this dealership. I strongly recommend anyone looking to do business with a dealership and purchase a vehicle, look elsewhere or good luck!

Excellent service on my truck. Happy with everything they did and the customer service provided. Thank you, thank you, thank you. Is this 25 words yet?

Aaron made the experience great, and the buying experience went smoothly. And I am very happy with the deal I receive and my new truck.