Ken Houtz Chevrolet Inc

my fiancé bought a car from Ken Houtz about 3 months ago and had no problems with the buying process. There was a broken head light cover and they did say they could replace it for free but she would have to bring it back in a week. Long story short, when she brought the car in, they put the wrong headlight in and said that she would have to bring it in another time and also get a free oil change. Well a few days ago the day before Christmas Eve, she takes her car in to get the headlight fixed. When the car was done she drove it home. While driving home she realized that there was a smell of burning oil and smoke coming from under the hood. When she got home she popped the hood and realized the oil cap was off and no where to be found. When calling the dealership they said they would send a tow truck to pick it up and fix the problem by the end of the day. Instead of a tow truck, a manager came in a POV and thought that driving the car back to the dealership with no oil cap was a great idea. Hours goes by and the dealership calls and says that the car will not be fixed by today because there was a crack in the oil pan even though there was no oil dripping from the bottom of the vehicle when we had it for the short period of time. When asking if they would give her a lease vehicle, they said no and they advised us to rent a vehicle. We asked if they could cover it and they proceeded to say no. After hearing that I contacted Ken himself and told him our concerns and he said he would call me back but never did. So while having my fiancés car, that prevented her from seeing her family on Christmas. On Dec 26 , the car was ready for pick up. I went with my fiancée so I can talk to someone about what happens if the car messed up again and are they going to cover it. While talking to Ken, he was very rude and said he couldn’t talk to me about a vehicle that’s not mine even tho it was my fiancés . He proceeded to show us the “cracked” oil pan. There was a scratch on the surface of the pan and he put a flashlight on it and you could barely see it. He also stated that my fiancé must have hit something to cause the crack even though she hasn’t . They made sure to tell us that they did not sell the car in that condition. I just think they were covering their mistake up and did not want any problems. Ken was unprofessional and rude the whole time while speaking with him and we will not go back. Appreciate the car but you need to work on your professionalism and hire more educated staff. FYI, if you’re a female, please take a male friend or a partner so they don’t take advantage of you.

I brought my 2025 Silverado HD in for vibration the week prior to Thanksgiving. I asked them to please take a look at it when I was out of town. The lady in service was a complete smartass to start with( not my service advisor) should have known things were not going to go well. I received a phone call a couple of days before Thanksgiving from April in service( very professional) informing me that my tires were bad on a brand new truck. It seemed strange, but I went with it. She informed me that my technician would be going on leave for the holiday and would return the following week that I could pick my truck up and bring it back once he returns. The following week, I had to call multiple times to see whether or not they were going to start the warranty claim. She told me to bring it back on Monday, and they would look into getting the warranty started. After having my vehicle all day on Monday, I received a phone call about 4:30 telling me that they couldn’t start it because they felt as though Chevy would deny it because the service record showed I had inside work done on it by dealership I purchased it from. When I picked up my vehicle I asked if I could have the diagnosis in which it shows that the tires are bad so that I could bring it to the other dealership, which I was informed there was no diagnosis for it The technician just said the tires bad. I took it to the Chevy dealership in which I purchased it. They had it for two hours and diagnosed it with improper balance. They told me the tires were not bad just need to be rebalanced. I have had the truck back for a few days and drives perfect. I would definitely get a second recommendation whenever dealing with service here.

Customers for LIFE!!! Recently we travelled from Richmond to buy a Suburban from Ken Houtz, whom my wife worked with for multiple months to acquire our dream car. Their patience, honesty, and top-notch customer service made this experience (which I was dreading) an absolute joy! The family driven atmosphere (we worked with two generations of Houtz's) exemplified the dedication to their customers which was apparent from the start. Having worked with Ken Houtz Chevrolet in this single instance, my wife and I have decided that we will only be making one phone call for ALL future vehicle needs for our family. We have already shared our pleasant experience with friends and family in Richmond, who are now eager to venture to Gloucester for their upcoming car purchases.

Ella did a great job finding the right financing a with in my budget. They are by far the best dealership I have ever bought a car from. They work with you are very pleasant, no pressure sales. They work to find you the best rebates on your vehicle. I will always buy from them when I need a new truck or SUV. Best by far period.

We were treated like valuable clients and like a family for our auto purchase and needs. Highly recommend it for an amazing auto buying experience.

Every member of the staff was courteous, knowledgeable, and kind. We appreciated Tony our Salesman. He provided excellent assistance in answering all of our questions and gave us all the information we wanted, never pushing anything on us that we did not want. He went to pick up our car, and called us when it was there and ready to be picked up. He thouroughly showed us how to set up and use every part our vehicle, before we drove off the car lot. Ella listened to all of our requests and worked dilegently and aggressively to find us the right vehicle and finance company, for us. The overall service was excellent.

Best Experience at a dealership that I have ever had. Friendly great staff that are not pushy. Work with you to get the best deal possible. Paperwork took less then 30 mins. Overall awesome experience.

The best experience i have EVER had at a car dealership. Amazing staff including the GM who made everything transparent and seamless

I can't speak highly enough about that great staff at Ken Houtz! Kind, courteous, ON TIME, and really make me feel more than a customer. They really do go over and beyond! I am so glad we made the decision to buy from Ken Houtz. Lifetime FAN! Keep up the great work and don't ever change the customer service! Thank you so much!

Brought my 2021 3500HD in for tailgate recall, only to learn there is no current fix, other than completely disabling the functionality of tailgate, rendering truck unusable as a truck. This, in of itself not necessarily fault of dealer, but I would have appreciated this info before driving an hour each way. While there, asked about automatic transmission service, and was quoted appropriately $450, which is significant, but I was willing to go with to prevent having to do it myself. My service writer was immediately chastised by another writer, and told it was at least $800. After politely declining, i obtained the official GM service procedures manual, which calls for 2.4 hours and approximately $220 in parts and consumables. At $155/hour labor rate and wholesale cost of supplies, the maximum this service should have been is ~$600. Don’t let yourself get ripped off by service departments.

Follow-up: apparently, this dealership does not receive, or read, official GM service bulletins. A quick search finds that GM has sent Customer Satisfaction Program number N232426401 to all dealerships, outlining the resolution for the tailgate safety issue. Great job guys.

Excellent dealership. I bought a used pickup. Little pricy but service made up for the difference. Tony explained operation very well. Ella is always a pleasure to deal with. This is my 3rd vehicle bought from this dealer

Always treated like a VIP! Love Dave Clements and his staff at Ken Houtz. They are excellent, honest, trustworthy, and always take care of me and my Tahoe. I wouldn’t go anywhere else.

Fantastic group of professionals to deal with. A truly quick, honest, friendly experience . I feel confident knowing I was treated fairly with no hidden issues.

I am completely satisfied with my purchase. This was the BEST EXPERIENCE I have ever had when purchasing a vehicle. Professionalism and Curtesy was everything I ever expected. SHOP LOCAL!!⭐️⭐️⭐️⭐️⭐️

From the moment we walked in and met our sales person Hannah we absolutely fell in love. This dealership has a great team.

Ella and Tyler were great to work with! They helped us find the vehicle that we wanted. Really appreciate their efforts!

My truck was purchased at this dealership. It broke down December 30th. Was told service dept would open on Tuesday the 2nd. So when i called the 2nd, was told all the service people were out with the flu. That if I needed it fixed to go elsewhere and pay $100 since Ken Houtz can't do it. He had a I don't care attitude. I got a call back that day from the owner whom says they will get it fixed and find me a loaner by the sfternoon. That was 2 days ago. I have called and was told he would call back. I have not heard anything since the original call. Stuck in nowhere, disabled and can't even get to the doctors.
Got a call from Mr Houtz within 5 minutes of the above review. He had my truck towed in to their shop right away. Then he rented me a car till my truck was fixed. Thank you Ken Houtz for the awesome service.

I bought a truck from here over a year ago and have had nothing but problems since. When we went to pick it up, it had not been cleaned or detailed AT ALL and they did not have it ready for us, so we had to wait almost 2 hours after driving 6 hours to pick it up. They SPRAY painted over the original paint on the bed to make it look newer and in better shape than it was, so now the spray paint has been peeling off everywhere. The toolbox on the truck doesn't work- like it doesn't open and close or lock. Also, they only gave me one key and insisted that there was no additional key or a key fob... for a 2019!!! After talking to my local dealership, they were supposed to include a second key and key fob with my purchase. I am absolutely disgusted, and would never buy anything from them again.

The buying experience at Ken Houtz Chevy was so refreshing. Simple no nonsense purchase process. My wife and I drove 3 hours to pick up our new truck and we were in and out in 40 mins, paid the agreed upon otd price with no added sales pressure and just a pleasant group of employees. Thank you Ella, Hannah, Teresa and Ed for a great experience! If we ever need another Chevy we'll be back!

Tyler and Ella were very helpful with the entire process of buying my first car. I can imagine that many understand buying a new car can be stressful, especially for the first time! They were both very personable and professional.

Very timely.
This was the first time visiting the Service Department at your facility.
Having been wrongly treated at a Chevrolet dealership residing in Newport News, and having been provided poor advice and poor re-assembly of my vehicle at a Cadillac dealership, also in Newport News, I was looking for a GM dealership with a good rating for the infrequent times I cannot repair the vehicle myself, or when it is beyond the capabilities of my local, non-dealership related auto repair shop.
I might have found it, and will most likely return when I need a dealership to repair any one of my 4 GM vehicles.

Outstanding service from start to finish. Tyler and Ella were so very accommodating and professional. I didn’t mind driving the distance for the awesome service I received.

Everyone was courteous and professional and tried to help. We will probably come back here to get our next lease car.

I had a few items I needed checked out before heading out of state. They got everything done same day, at first they didn't think be able to. Also, one issue they first thought they would have to have car a day or two waiting on a part, but then they called me back and got it fixed, didnt have to wait, all same day. These guys are the best

Dealing with Ken Houtz Chevrolet is always a pleasant experience. Our recent service was just for an annual inspection, but they reminded me that it was nearly time for an oil change so we got that taken care of (and tire rotation) while I was there. I appreciate them helping remind me about things like that. We will soon be looking for a new vehicle and expect to work with Ken Houtz for that as well.
Thanks!

Customer service was incredible! They were able to work with me on getting me car in extremely soon for service, worked with me on getting it back cause of my work schedule, car was in the same condition it was when I dropped it off when I picked it up (clean wise), overall just really great service! I have definitely found a dealership I will be back to for any future needs

We recently purchased a used 2023 Suburban. The buying process was very different, in the best way possible, from our past experiences buying a vehicle from other dealerships. Beginning with the salesperson Hannah, she was very informative and clear during the negotiations of trade in value and cost of the purchase. Ella and Ed handled the financial and logistics details for a smooth transaction. Tony was extremely helpful in the walk through orientation to all the vehicle features and patiently answering all the questions we had. Every Houtz employee was extremely well suited to their position in the process which provided a smooth painless experience. We would highly recommend them and would return in the future to purchase from them again.

Update: We purchased our vehicle at this dealership and purchased a Route 66 extended warranty from our credit union. This was known at the time of purchase. It was never mentioned that this dealership doesn’t take Route 66. After driving 45 minutes to get to dealership, We had the diagnosis done , paid out of pocket.They did give me the parts name and number that would be necessary to repair the vehicle. Had to find another dealership that accepts Route 66 and make another appointment and pay for the diagnostic again. Ken Houtz stated that they don’t take Route 66 because it is too difficult to work with. We have never found this to be the case with other vehicles we have owned and had covered. Went to Priority Chevrolet, they take it and say it isn’t difficult to work with.

Sadly this place has gone downhill. The service dept has stuff slipping through the cracks. I asked them to file down the driver side door handle as the coating was peeling and I slit my finger on it.... whatever they did made it worse once I got the car back. It was jagged as could be and much more dangerous than before. I drove to a grocery store, picked up a mani pedi kit used the file and smoothed it out in one minute. Very disappointed. Then this is the third trip in a row they haven't fixed my tire pressure sensors. The tires are all out of order and so what reads on the driver console is completely out of order from the actual corner the tire is located. I've brought it up multiple times and they obviously missed it or simply don't care. This is all too common across the board with shops these days. Was happy in the past. Very disappointed now.

We have purchased 2 gently used vehicles from Ken Houtz Chevrolet Buick and we will be back! No pressure, up front pricing, fair and transparent. Jeff Hogge is a pleasure to work with, and our last salesman, Tyler Johnson, was terrific. Highly recommend this dealership.

Tyler, Ella and Mr. HOUTZ WERE great to work with. We enjoyed working with everyone the. You have an amazing team!

The overall experience was professional, helpful honest and sincere. We appreciated that the conversations around prices and trade values were accurate and straightforward from the outset. Lastly the efficiency of the paperwork presentation and signing was top notch! Ken, Ella and The Team were great. Thank you!

Hannah Jackson was a wonderful sales representative and the finance director, Ella Ames were great. They answered all our questions and provided us time to make a solid choice in our car needs. we really like our Buick Envision.

I bought a 2015 lexus from Hanna, she was awesome! They worked with my budget and I got a great deal on my dream car. Hanna was so nice and helpful. Upon pickup she had the vehicle cleaned for me and a full tank of gas as we live about an hour away. I would definitely recommend Ken houtz dealership. If you want to buy from them ask for Hanna she is the best!

I have been a customer of the service department for the last three years. Every time I visit, they welcome me with the best attitude and the will to honestly help me as a customer providing excellent service and fair prices.
I highly recommend them as a trustworthy establishment to take care of your vehicles.

After not finding a truck well suited to my daily and towing needs within my budget on any dealer lots last May, Tony, my salesman, suggested I order precisely what I wanted and helped me select a great set of features. Production time was long, and I was informed of this when I made the choice to order, I was prepared to wait. In total it took 10 months to receive my truck, and unfortunately at delivery I discovered convenience package 2 that I had ordered did not make it into the build. Some of the upgrades in that package were a disappointment to loose but I did not consider critical, however the upgraded stereo was high on my list of musts and the base factory audio system does not remotely meet my minimum standards. But there is a happy ending...I felt like Ella, Tony and everyone at the dealership went to great lengths to make me happy with my truck. They scoured for every rebate, perk and financial incentive out there to make sure I got the very best end sale price possible. I had a number of aftermarket accessories like a kayak rack, bedliner and tonneau kit, wheel well liners and a hood deflector that I had collected over the months while waiting for my truck to be delivered, these were all installed for me when they put the runningboards I did buy through the dealer and I was not charged any labor for the service which I believe was a generous trade-off for the mistake of the convenience package omission. I have ordered a compatible aftermarket stereo system upgrade package to fulfil my concept of "dream truck" and at the end of the story, I do love my truck and I feel like the dealership was committed to making things right for me.

Very professional. Had an oil change & tire rotation and it was done sooner than expected. I'm a truck driver home every few months, they understood that I had limited time & got me an appointment quickly.

As always, Great customer service. I will always buy my vehicles here. In the event something is not right they always make it right. They make taking care of your vehicles a breeze. Thank you!

I'm not a chevy guy...just bought a spark...I have no buyers remorse...it's saved me more than the payments the last two months. Thank YOU KEN HOUTZ

Very pleased overall with the dealership, management, and sales staff. Friendly and knowledgeable and would recommend to others. Always nice in today’s world to sit and talk with the owner of a business and they have put together an efficient process when purchasing and I was in and out the door in approximately 1 hour and that included trading in my car.

Appointment at 0730 arrived early was greeted warmly by the Service Manager and my vehicle went in. Now that's Service

Everyone was very professional and very helpful. Ella was awesome! She took good care of us. She helped us through the entire process and did everything for us. Definitely knows her stuff!! Great person to deal with. Tony was a big help also. He helped us through the final steps dealing with insurance company etc. He was very knowledgeable about the vehicle that we purchased. He was very thorough going over everything in the vehicle so we understood how everything worked . Thank you all very much for making our vehicle purchase painless and enjoyable!!

Went to get oil changed and it was a great experience was great at when I walked out and I'm prepared told me everything that was going to happen and I was in and out hello time great great service.