ComplaintsforCourtesy Chevrolet

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle 2021 Ram 1500 classic SLT from Courtesy Chevrolet in ******* In April 2024. They said it never had been in an accident or damaged according to ****** so it is a clean unbroken vehicle. Driving off the lot the tires were unbalanced, my spare tire was loose underneath the truck I had to crank it back up. After purchasing it I was detailing it and noticed roof damage with rust, I put it to their attention they said "it's as is, I should have looked it over. I then decided to inspect further and found both bumpers were replaced, panels and some doors around the vehicle were replaced, Under the truck bed liner and rail caps were covering a truck bed but not repainted left exposed metal. 3 doors were misaligned, it looked like possible frame damage in the front, my engine cover is missing and using a paint digital gauge meter showed 3/4 of the truck was repainted and repaired some spots were 5mm some were 20+mm. But I was not aware it was a rental that was prior severe damage and repair, I feel frauded. I mean really an unpainted vehicle! I talked to the General Manager *** and he says we can work it out, but I text **************** Sales Manager to get something going before I have them buy back the truck and they are treating it like any other customer walking in and I'm responsible for the rest of the deficit and issues with the truck. I purchased it for close to $26900 out the door. They are only giving me $24514 back and said I will probably need another down payment as well. So much for making it right. They were already upset at me that I called and texted them with these issues like I did them wrong. Instead of saying we are sorry we see a major mistake let's make it right. I am a school teacher and disabled Veteran. This issue has caused me so much extra time and stress. I just wanted a fair deal not a truck with damage history from Enterprise rental car. My anxiety is through the roof on this. Where was the prior inspection?

  

  Business response

  05/10/2024

  To whom it may concern:

  I met with ********************* and Body shop manager, ******************* and Courtesy Chevrolet has agreed to the following:
  
  Replace the engine cover.
  Replace the rear bumper.
  Repair the 2 dents and paint on the roof of the cab.
  Adjust to the best of our ability the front passenger door and rear drivers side door.
  
  Customer agreed to drop the vehicle at our office on May 29th to complete the repairs by July 5th.

  We feel this is a fair resolution to the complaint rendered on 5/8/2024.

  Thanks,

  *************************

  General Manager

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in November of 2023 I bought a 2020 Chevrolet Silverado LTZ with 84k miles I traded in my 2017 Chevrolet Silverado LTZ and put $3500 down. In total the remaining balance was $50k, that was including an extended warranty, I thought this would be a good idea considering the higher miles. ** 2/27/24 the transmission shifted really hard, i set up an appointment for the next day on 2/28/24. After having my truck for about a week now they determined that it needs a transmission flush and reprogramming, this seems like something that should have been done prior to the purchase of the vehicle. They stated that it is not covered under the warranty and will cost me out of pocket $1600+. This is ridiculous as I have only had the truck for 3 months.

  

  Business response

  03/15/2024

  Hello ********************, I am sorry to hear that you are having a hard-shifting issue on your truck you purchased from ** back in November.  Unfortunately, the extended service contract you purchased for you truck only covers mechanical failures, not any type of flushes the manufacturer may recommend to correct an issue.  With ***********, the manufacturer recommends this flush, yet it may not correct the issue.  It is only a starting point possibly to correct the problem.  I understand that $1600 is alot of money to spend for a repair and I will agree to help with the total cost and complete the repair for $900 and I will cover the balance of the costs associated with this flush.  Please note though, this may or may not correct the issue.  However, if the issue still persists, the next steps may or may not be covered under you extended service contract.  I will be back in the office on Monday, if we wish to discuss over the phone.  I look forward to finding a remedy quickly for you.  Have a great weekend.

  *************************

  Customer response

  03/16/2024

  Hi ***,

  You seemed to be the only person that genuinely wanted to help me out. Unfortunately your business sold me a truck with a bad transmission, I brought my truck to a different dealership to get a second opinion, they determined the transmission is not repairable and doing a $1600 "maintenance" wouldn't do anything to fix the problem, it will need to be replaced. It's said that I only had the truck for 3 months and the transmission is shot. I will be look into legal matters to see what I can do about Courtesy Chevrolet selling me a truck with a bad transmission. Clearly that in depth inspection prior to selling the truck didn't happen, and your service manager saying I'm at fault for buying a used vehicle... thats insane, this is clearly the dealerships fault and if I would have known I was going to have an uphill battle and major issues that leaves me without a vehicle for going on 3 weeks now and will continue while the repairs are being done I would have never purchased this truck from your dealership.

  I feel insulted that you would only consider knocking off a portion of the cost, it should have been completely covered as this issue was overlooked by your service technicians prior to the ****************** learned, I will do my business at a more reputable dealership like ******* Chevrolet.

  

  Business response

  03/18/2024

  Hey *******, 

  Please send me the analysis from the ** repair shop you received ****************** from.  I would like to review it.  I will commit to you this.  If you want to complete the flush at the $900, as instructed by the factory to do and it does not correct your problem, I will refund you the money.  Feel free to call me at ************ to discuss further, if you wish.

  Thanks, 

  Jay 

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  01/12/24 I was searching for a 4x4 quad cab ********...my price was $28,500...I was contacted by ******** from ,Courtesy Chevrolet...******** sent me a window invoice for a 2023 Colorado that matched our needs..after talking to my wife we offered the **** price of $32,500..we were putting $15,000 down, she accepted our offer and we made an appointment to get the truck.We went to the dealership and met with ******** , then the games started. She told us she quoted a different truck, that wasn't a 4x4...we told her we didn't want a white of black truck prior. She called over the manager and he said he would prepare the correct truck! Came back 15 mins later with a white truck for over $34,000...I told him we wanted the 2023...said it's at another dealership and they won't give to them...we stormed out of the showroom....

  

  Business response

  01/18/2024

  *********************** had a conversation with **************** and we have agreed to order a **** Colorado W/T 4x4.  We agreed to sell **************** the new Colorado for $32,500 plus tax, license and DOC fee.  We will not be charging him for the dealer prep adds.  Also, if the **** is more than $33995 (based on a 2023 Colorado 4WT), **************** would pay the additional price over the $33995, which should be minor, since his ******** will be a ****.  We are glad we could find a quick remedy to ******************** complaint and look forward to earning his business for this transaction and many more in the future.

  Customer response

  01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son ************ are both register owners of a new 2023 Chevrolet Coronado truck which was purchased in June of 23. On December 13. 2023, we brought the truck into Courtesy Chevrolet Dealership for its first ol changes. The mileage was just over **** miles. My son who is the primary driver also asked them to look at the Blue tooth system because the phone GPS consistently would not work. The service manager said they would also look at it. My son received a call in the afternoon saying the oil change was completed and all other areas looked fine. He was told that they were going to check the electronics. He received a call in the evening that said when they attempted to connect a phone to his radio they had fried the system disabling the safety features, cameras, dash, engine warnings and the radio. The screen was off. We were told that a new system would be ordered. We waited several days and no information. I. Called and was told the service manager had left. I was not notified of this until I called and asked for a rental vehicle . On December 26th I was notified by Enterprisse car rental the paper work had come through. I was told there was a daily extra charge of $25.00 per day for under 25 year old drivers. I spoke to ***** the service manager and the General manager who stated he would check into the delay. He said it was an Enterprise Rental policy. He said he would get back to me. I never received a return call. The **************** indicates that if a vehicle is kept more than 30 days in an inoperable or unsafe state then the vehicle can be considered a lemon. It has now been 30 days and I have not received a timeline for the Colorados repair. I was told by ***** the Service manager that it was not safe to drive and that is why it has remained with the dealer. The Attorney Generals web site said the first step was to contact you at the Better usiness Bureau. I can be contacted at ************

  

  Business response

  01/16/2024

  ************, we appreciate your business.  We are happy to announce we have corrected the issue with the Colorado and will be calling the customer to have the vehicle picked up today or tomorrow.  We worked with ************** assistance center to track the issue and correct the problem.  Thank you for your patience and we are happy to assist you with your future needs.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I turned my car into this dealership Oct 17th and they were supposed to replace the transmission which went out, my car transmission is under a 3 year warranty and they were refusing to honor it saying it was only 1 year. I waited for my car to be repaired for 7 weeks while they kept me hanging, I spent over $2000 in rental cars waiting, and when my car was finally fixed they handed it back to me damaged (wiring harness) quoting me $1800. They never really truly fixed my car and now Im paying for my rental cars, tows, and another dealership has confirmed they damaged my car and are refusing to fix the issue! They honored the warranty but handing me back my car damaged I feel so extremely frustrated.

  

  Business response

  12/26/2023

  We spoke to **************** on 12/22/23.  Customer is currently on vacation, has the vehicle at another ***** Dealership.  Will contact **** when he gets back in town and have ** complete the repair.  They quoted him a higher price to complete the repair, compared to our store.  We look to complete this repair by mid-January.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *** already had a complaint filed with them before regarding the same issue. Well this time my car is completely broken down and they want me to pay $9000 for a new engine and extended warranty is not willing to cover because of water damaged and said the car was being driven while overheating. Car was in the shop in Dec for a knee heater core because car was over heating then. Come **** care started to over heat and took it to ************************* Avondale and was told in needed a new cooling fan. Had the cooling fan replaced. Car was running fine, for a month a half. Then one day on my way home from work car overheated and completely shut off. Had it towed to ************************* on Sept 16th and havent had a car since. I am upset because I called the dealership where I purchased the car from because between the dealership my car is at now and other places said to reach out to Chrysler and see if the can take the car back because I should need a new engine only having the car year and half 2 years. Claim was denied not sure why, when Ive been paying the extended warranty as well as thats what you purchase them for because you dont know what the previous owners did. I ask ****** if I can give the car back abs they put me in a liable car for my family. He is not willing to do that, he wanted to run my credit, ask for a down payment which I feel there just out for money. *** had two friends that had a lemon sold to them and they took it back to dealership and they was able to return car no hassle. I am asking for the same as well as the money Ive been spending for ***** rides. Since not having a car, *** spend over $900 which could have been a down payment on a car but I want the money I spent on this car and for them to get rid of them lemon car I was sold. I put $1400 down a the Jeep and it hasnt been problems and problems since having it. I dont want them to contact me because they havent did anything. I want them to take back car and get me out of the loan.

  

  Business response

  11/07/2023

  ******************,

  I am sorry to hear of the engine issue you have encountered with your Jeep.  You purchased the vehicle in December 2021 and have an extended service contract for mechanical failures.  Why was the claim denied? We have a Jeep store in the *********** and would be more than happy to relook at your vehicle as a second opinion at no charge.  We can also try and trade you out of your vehicle if that *** be an option for you? Please contact me via email at ***************************************** and let me know how you would like to proceed.

  Thank you,

  *************************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/30/2023 I took vehicle to Courtesy Chevrolet for an inspection of fluid leakage. On this same day, service advisor ********************* took it upon himself to repair my vehicle before I had a chance to authorize it or not, which I didn't. Service manager **** refused to release my vehicle back to me until I paid the initial cost of repairs which was $1300. He played back phone call recordings of myself with **** and never heard me agree to start repairs but did hear advisor **** say that he will authorize the repair himself so the manager **** did decide to remove $800 from the cost of repairs and it came out to be $568.40 but still denied me my vehicle unless paid promptly.

  

  Business response

  11/07/2023

  ****************, 

  *************** to the complaint regarding a radiator replacement at Courtesy Chevrolet in late October.  I have read your complaint and understand you let us know you had an extended warranty through MPP, purchased at another dealership.  I listened to 3 separate phone recordings of conversations with ****, your service advisor.  During the conversations, **** mentioned that if you approved the work, the technician would get it completed today.  You replied yes.  During the same conversation, you also said I know it needs to be done even if the warranty does not cover the repair.  Unfortunately, your extended warranty did not cover the repair of the radiator.  The total cost of the repair came to $1300,however my Service Director, ************************* got involved and completed the entire repair for only $568.40.  I know these are very tough times for everyone, but I do feel **** helped and went above and beyond to give you employee pricing for your situation.  If you would like me to share the recorded conversations with you, I would be happy to set an appointment with you and share.  If I can be of any assistance now or in the future, please feel free to contact me.  My direct number is ************.

  Thank you,

  *************************

  Customer response

  11/08/2023

  I should be entitled to a full refund of what I paid simply because I never ever gave **** the service advisor my permission to repair my vehicle,  he was to diagnose only. I've already heard the recordings as well as my husband, ***** and **** who are 2 other employees there heard it as well with **** saying that he was going to get the service started.

  

  Business response

  11/09/2023

  ****************, your warranty denied ***********.  You were given a very discounted price to complete the repair and we have your approval on recordings.  I am sorry you do not feel the same, but you received a great deal to replace the radiator on your vehicle.  Thank you.

  Customer response

  11/17/2023

  I was given such a large discount because there is not 1 and I mean not 1 recording that ever has my voice saying to start repairs on my vehicle at all. Since you believe there is a recording of me as you say, please reply with it to prive to myself and the BBB that I did give authorization. Facts are that the service advisor **** gave his repairman the go ahead to start repairs and that's what's on the recording. That is why it was such a discount, because I never ever said to do anything. 

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Courtesy Cheverolet on March 24th of this year. The first red flag when purchasing this vehicle should have been the key fob thats literally being held together with tape. Which now works on and off when it wants to. Within three months of having this vehicle, which is a 2020 ***** 6 by the way, the a/c stopped working. The entire vehicle and the steering wheel vibrates when braking. On 7/25 I had an appointment scheduled with Courtesy ***** for my first oil change and to address the other issues. When I got off of work at 6am that morning after working a fourteen hour shift the car wouldn't start. I called my service advisor at Courtesy *********************************** whose rude, nasty and condescending that immediately told me well if the battery is dead then you need to get that fixed before you bring your car here. I won't be having your car jumped each time it needs to be moved for service. The cost of the battery is my responsibility because my extended warranty does not cover that. Three hours later after 9am I was able to get the vehicle over to Courtesy *****. I spoke to **** the service manager who immediately let me know that they're not a ***** dealership and theres really nothing that they can do about the a/c. I had to leave my car there for them to inspect it and also do the oil change. and he said they don't have an rentals or courtesy vehicles. Later that day he called to say the brake issue is because I need to have the rotors replaced and gave me a quote of over $800. I was inquiring as to why within three months of having the vehicle I was having all these issues. Basically, the response was thats what I paid for so thats what I got. They're not a ***** dealership and that I needed to take my vehicle to a ***** dealership. I don't even know what was the point of getting the extended warranty. It covers nothing. I should have done my research. One star with the BBB and 37 complaints in past three years speaks volumes. NOT SURPRISED **************************************

  

  Business response

  08/28/2023

  Mr and ****************, 

  Thank you for taking the time to put together this complaint.  I did review your complaint with *************************, my Service Director and he told me he spoke with ***************** last Thursday and everything was fine.  After reviewing your complaint, **** told me you paid for a new battery and we covered the tow bill.  I was told the ** issue is no longer an issue per our technicians and a ***** store.  You do have an ************ Powertrain warranty, however that does not include items such as batteries, brakes, tires, etc.  As of 7/21/23, when you ***** was at our store, you did drive **** miles on your car since you had purchased it 4 months prior.  **** told me you do need front and rear brake work and would cost approximately $800.  I am willing to help the situation and absorb some of the costs.  Your total amount out of pocket would be $575.  Please call me at the store *************) or feel free to use this portal to correspond with me.  Thank you again for bringing this to my attention.

  ***

  Customer response

  08/29/2023

  Thank you for responding but Im not sure who **************** is or what she has to do with my situation. The a/c issue is not fixed because its not working at all. Ive been riding to and from work in the heat. Its been very hot so not sure who said its been resolved. As far as my extended warranty goes, I pay $575 out of pocket and that would be for what exactly ? What does that cover ? Also what about the key fob thats being held together by tape ? Its literally falling apart. 

  

  Business response

  08/30/2023

  Hello ****************, my apologies for using the name ***************** on my last response, I meant *****************, your wife.  We would be happy to relook at the ** issue again to see if there is still an issue, although it sounds like it is intermittent.  You have an **** limited warranty, not an extended warranty that would have been purchased in the Finance department.  As far as the brake job we are offering at a discounted rate, this would be for front and rear brake pads installed.  We will look and see what options are available for the key fob also the next time the car is in our service facility.  Please let us know how you would like to proceed.

  Customer response

  09/06/2023

  Please let me know when would be a good time for me to bring the vehicle in. How long would you have to keep it for ? Would I be given a loaner/rental during that time ? What have you found out about the key fob ? 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, June 18th we put down a $500 deposit and custom ordered a 2023 Chevrolet Tahoe. Last week the dealership contact us to let ** know the Tahoe was in transit. It was a surprise to us because it seemed early. Then yesterday we received a call advising us the vehicle was here at the dealership, so I called my credit union and processed financing and got prepared to pick up the vehicle. When my husband arrived to the dealership and provided our vehicle for trade in for inspection, they then advised him that the Tahoe wasnt here, but they had other vehicles available for him to look at that were the same. Thats when we realized it was all a trick to get us to the dealership. Our vehicle was not truly ready. They took 45 minutes to give him his car back playing games, trying to get him to look at the vehicles they did have in stock.

  

  Business response

  08/05/2023

  Mrs, ******, we apologize for the mis-communication on our behalf regarding your ordered Tahoe.  Your special ordered was not shipped with the upgraded wheels you asked for, due to a lug nut shortage.  I have been working with GM to get the wheels and lug nuts shipped to us quickly.  They will be coming from *******************.  I am very sorry this was not communicated to you in advance, but look to rectify the situation quickly for your family needs.

   

  Have a great weekend!

  *************************

  General Manager, Courtesy Chevrolet *******

  Customer response

  08/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/3/23 Wife and I purchased silverdo truck.We were told there was a memorial day special at 41k After taxes warranties,we were charged 57k Put a down payment for 20k.50k left in principal Can't afford to pay off loan as we are both on social security disability income and have medical needs The car had fuel problems at the gas pump This has caused my wife and I great emotional grief with the financial income of being in poverty We truly cannot afford this truck.Upon returnal to the dealer ship,I asked for a rental vehicle The person who sold us the vehicle told us anytime the car is in shop we would get reimbursed for a rental car It turns out this wasn't the case and we were lied too.Due to the emotional toll and intensive thoughts we would like to return the vehicle and have it refunded I'm essentially homeless and cannot afford this Thank you *************************** ************

  

  Business response

  08/28/2023

  Courtesy Chevrolet purchased the used Silverado back from ***************************.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩