General Motors review: Unfulfilled lease agreement

I am writing to formally escalate a complaint regarding our recent lease experience at Bowman West Kendall, specifically concerning a Chevy EV Silverado truck leased on April 27th, 2025.

We spent the entire day at this dealership on a Sunday finalizing the lease agreement, ultimately leaving after hours due to the lengthy process. Despite the extended time and effort on our part, we were told that the bed liner and charger—which were included as part of the deal—could not be provided that day because the service department was closed. We were assured by the manager and sales associate that both items would be handled at our scheduled appointment the following Saturday.

At that appointment, driving an hour out of our way, we were given the charger but told the bed liner was on backorder—a detail that was never disclosed at the time of signing. In the weeks following, we made multiple attempts to contact our salesperson, Adrian, all of which went unanswered until we finally received a brief response: the liner was still on backorder, with no estimated availability.

More than a month later, with no proactive communication from this team, we followed up again and spoke to Manager Matthew, who dismissively told us to “go to the website, www.bowminsupport.com” and said we were welcome to “write a review about it.” This is not the level of professionalism or customer care anyone should expect after leasing a new vehicle.

Shortly afterward, we were contacted by Humberto, who identified himself as the Parts Manager. He informed us that no bed liner is even made for this truck model and offered floor carpets instead. This is unacceptable. We were clearly told at the time of sale that a bed liner was included, and that is what we expect to receive. When we declined the carpets, Humberto then said a cover could be purchased separately, again contradicting the original deal and adding further confusion to an already frustrating situation.
We now find ourselves stuck with a brand-new leased vehicle that lacks essential protective features that were promised and expected.