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July 2024 by INIT451
Do Not Take Your Vehicle to Defouw Automotive!
Defouw has undoubtedly provided the most horrendous customer service experience we've ever encountered with any business. They were negligent in diagnosing and repairing the vehicle, even after being specifically told which part to check. They misdiagnosed the vehicle on multiple occasions and returned it with the assurance that it was running reliably, only for it to break down each time. There were multiple instances of them reading the wrong ticket for other vehicles and refusing to communicate effectively. Additionally, they were misogynistic, conspiratorial, and extremely rude.
They replaced the wrong part and refused to replace the necessary part as specified by the General Motors recall. They claim that service and diagnostic were refused, when, in fact, they were the ones who refused to work with the customer, stating that since the vehicle wasn't purchased from them, they didn't care. Service advisors are more than happy to go out of their way to intimidate customers to avoid being held responsible for Defouw's inadequacy. Additionally, they claim that all the issues resulting from their negligence were pre-existing, despite having no record of these issues during any of their inspections or any record showing that service was refused.
I cannot under-emphasize their lack of due diligence, care, concern for customer experience, or professionalism.
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February 2023 by Jenny Frier Patrick
What do I recommend about DeFouw? ABSOLUTELY EVERYTHING!! Just recently Tim Eylens was extremely helpful in finding me my 5th Equinox. If you’re looking for a great car & salesman go test drive an Equinox & ask for Tim Eylens!!
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February 2023 by William Hayden
I definitely recommend defouw, they go out of their way to take care of you . Bought my truck new from them 10 years ago this year and they still take good care of me! They are simply the best.
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February 2023 by Tammy Spalding Ellis
Brian Smith was very helpful as I bought my New Chevy Silverado. Brian was very informative and easy to work with. Brian showed me everything I needed to know about my new truck. Brian didn’t just treat me as a customer but as a friend. Thank you,
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November 2022 by Eric B.
I took one of my vehicles to another place to get the oil changed and service inspection. The check engine light came on a day later. I called Defouw's and they were able to get my car in immediately. The other place damaged my air filter as they were inspecting it. Defouw's fixed the issue.Very happy,Eric B.
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July 2022 by Steve S.
Brought my vehicle to Defouw's for what was ultimately thought to be an HMI module. The part was back ordered which was not their fault. After months it finally came in and they scheduled me for service. The day before they call and said their parts man had given away the part. Asked if that meant another months long wait? The next thing I know they supposedly got another in in two days. The "repair" was made. Of course, that did not fix the problem so they decided the first "repair" didn't work they would put another in. Guess what that made it worse. I am skipping over all the I will call you by such and such that never happened. Communication was absolutely horrible. They tried to get me to pay $300 on a part covered under warranty. I asked why when they said the warranty company would only pay so much. I called them and was told they never got any specifics so couldn't have rejected. Bottom line is do not get your vehicle serviced their unless you don't mind poor customer service, being lied to, all apparently with the endorsement of the owner. Finally was told I would be happier with another dealer and that turned out to be the only good advice I got from Defouw's.
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October 2021 by Gwen Cotten
Pam Strain is the bomb. She was so down to earth and very helpful. I highly recommend Pam for your next vehicle purchase. Joe Halsema in financing was also very helpful and friendly.
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September 2021 by Laura Kenner
I didn’t need to make a appointment to test drive a vehicle which was great! Joe came outside to help us. He was very helpful throughout the whole buying process. Definitely recommend going to Joe!!!
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September 2021 by Aaron Keith Wheeler
Great service, Very nice professional sales people. Highly recommend Pam She did an amazing job at helping me out with my truck.
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July 2021 by Steve P.
I had a warranty repair (oil seal blew, towed vehicle in) on my work GMC Terrain, and the fleet company recommended Defouw Chevrolet. In talking with the service writer, I found out they also do fleet service. Great! I thought, as I need oil changes, etc. almost every month. When I picked up the vehicle, I was told that they replaced the seal and filled it with oil. Huh? It ran without oil for a short time. Nope, "It's all good." I started it up, and it ran really rough. I figured I would drive it and maybe it would settle down. I pulled out onto the street and the engine wanted to die. I ended up two-pedaling it around the block and it died when I pulled back into the service lane. Come to find out, it was repaired incorrectly and needed an engine overhaul (new pistons, rings, etc.). Would you go back there for an oil change?
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December 2020 by Brent S.
Bought a used car and then found out it only came with one key. No offer of help to get one and, to add insult, the general manager sent an email about total satisfaction. He apparently ignored my response.
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November 2020 by Scott C.
The service department had my work van in for an electrical repair. They said problem was corrected on day one. The van had the same issue immediately after leaving their shop ($257). Took it back the following day. Found a diagnostic code and replaced a module or some such. Van issues were not fixed ($370). I called the following day and asked if they could recommend an electrical specialist. They sent me to B&M and the short was hunted down and repaired for $230. If your mechanics are incapable of diagnosing a problem send your customer to a shop that can, BEFORE you do $600 worth of work that fixes nothing.
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November 2020 by Sheila C.
I arrived at the tail end of their annual tent sale, with plans to "just look around" but I had done a lot of looking on line so I knew the price points. As soon as I walked up to the door a salesperson greeted me and we began the process of finding a car that fit my wants/needs. Early on, I spotted a 2020 Malibu that was priced nicely. I test drove the car and liked it even more, but I NEVER purchase on the first "look". I made an appointment with my sales person, Steve, to talk numbers the next day. The "add on" numbers were interesting and do-able but I wasn't ready to commit. For the next week we played phone tag and emailed, but couldn't meet on a final price for the actual car. I wanted a token effort of a price reduction, but Steve kept repeating, "With the tent sale price this low. I can't go any lower." He simply would not budge on the sticker price, at all, so I walked away. The next day, his associate, Grant, called and chatted with me. Grant cut me a VERY small "token" deal but it was enough of an effort to make me return to Lafayette and purchase the car. I certainly hope Steve bought Grant a drink, because without his intervention my new car would have been purchased at Kudick's Chevrolet. By the way Steve, I never did receive the photo of me by the Malibu.
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October 2020 by Terry Kaufman
We bought a 2018 Equinox from Pam Strain yesterday. It was our best car buying experience ever. We started out looking at new and changed our mind to wanting a used car. It took us a couple of days to decide. Pam was never pushy. She was helpful, knowledgeable, easy going, and friendly. Wish we could buy another car, just to go in and work with Pam again. This was our first time at DeFouw Chevrolet and we're glad she was the first to greet us when we walked in the door. We also worked with Jeff in financing. He was also easy going and friendly. He explained our options, answered our questions, but didn't push us into anything we didn't want. We definitely recommend DeFouw Chevrolet to anyone interested in buying a new car.
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October 2020 by Joe Goss
I had kept Pam Strain’s business card due to developed confidence from a prior experience. She and the management team helped make a very smooth purchase of the truck that fit my needs. Thank you for a great purchasing experience.
