ComplaintsforCourtesy Chevrolet

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I loved my ***** Spark EV. I was previously thinking I would want to upgrade it to a Bolt, but my experiences here have made me seriously reconsider. My car was flooded by a water main bursting in a parking lot, and would not start. I had it towed here.It took them about a week and manny calls to even acknowledge they received the car and longer to get back. They demanded almost $1000 just to diagnose what was wrong with the car. I checked with insurance (who also separately have been a huge pain to work with). I got back with them a few days later (which they used as an excuse for the delays), and gave them approval to get started.After calling and emailing innumerable times, receiving many excuses (only one lift, not having the schematics on hand, etc), its over a month later. I still have not even received the diagnostic report that insurance has asked for before they do anything. I have been without a car for a month and they are not helping in any way with a car in the meantime while they take so long to even figure out whats wrong with it. Ive had to take time off work and lose money just to come in and get the same excuses again. I am beyond frustrated with the amount of time and headache this has caused, and how spectacularly unhelpful and full of excuses ***** and the rest of the company has been in helping with it in any meaningful way.I would like to have Courtesy assist with a car in the meantime, and finish the job reasonably quickly.

  

  Business response

  01/05/2022

  ****************** had his vehicle towed in to our dealership on 10/28/21.  We were not made award of the vehicle being towed in from the tow company, nor did we know what the issue was? On 11/1/21, we established contact with him and were informed the vehicle did not start and would no move, due to being in a flood.  Our Electric Vehicle technician proceeded to diagnose and realized signs of water intrusion.  Initially, we had hoped the failure would be potentially covered under the factory warranty, until there were signs of water damage.  At that point, we had to stop and contact the consumer to explain the findings and get approval from the customer to continue a further diagnosis.  The diagnosis was not clear due to the water damage and could be upwards of $1000, not including actual repairs.  We did not get the approval to continune until 11/19/21 at 4:13pm.  This is when we learned the vehicle was involved in a flood and the customer was trying to go through his insurance company from the apartment building, because it was their water main line that burst and caused the failure.  We have multiple insurance claims daily, but this was not a traditional claim.  Typically, the insurance company sends and adjuster to assess the damage.  However, they did not want to send an adjuster until the diagnosis was completed.  Unfortunately, because the vehicle was flooded there is not straight "Diagnostic procedure" to isolate the severity of the damage to an electric vehicle from water damage.  We also are unaware of the amount of water the vehicle was in, making it a little more difficult to pinpoint the failures.  After repeated contact with ************** to help with the diagnostic procedures we proceeded to provide ****************** with the estimate for repairs on 12/14/21.  As of 12/22/21, we have not heard from anyone on whether we can proceed with the needed repairs to his vehicle.  We are prepared to help once we have some direction from ****************** on which way to proceed.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Complaint Type: Advertising/Sales Issues Status: Resolved anonymous user 10/04/2021 I sold my 2014 Chev Silverado for a cash price of $21,250 and payoff of my vehicle was $20,024.32 and when I received my funds from difference of pay off was $975.00. The funds were $250 short, when I questioned this amount they told me it was some kind of fee. That is not what I signed and agreed to. I have actual receipt of signed document and receipt of check that is $250 short. This type of Business should not be allowed to take advantage of consumer! When salesman showed me sales receipt I thought he was being honest with the amount difference was right. I fund this out to be not true when I picked up check of $975.00.D Response 10/12/2021 Courtesy would like to submit the following response regarding complaint ID # ********. After reviewing the details regarding this complaint Courtesy identified internal error in processing the paperwork for this purchase. The ****** was a fee but it was internal and should not have been included on the customers paperwork. We have taken corrective action with the sales and accounting teams and updated process. The customer received the correct amount but due to confusion on paperwork we did process an additional amount for the customer of ****** and was mailed on ********. We reached out to **************** and he was very happy and thanked us for the update. He indicated he will be updating the BBB site.We appreciate the support we receive from the BBB and strive to resolve issues in a timely manner. anonymous user Customer Response 10/12/2021 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,*********************** They have lied and lied about sending out a check, they also lied to BBB

  

  Business response

  11/03/2021

  Courtesy would like to submit the following response regarding complaint ID # ********.  ****************** mechanical issues were repaired under warranty.  Its unfortunate that we do not have available loaner cars at this time.  In good will we have sent ****************** a check for ****** to cover his lyft expenses.  We apologize for the inconvenience.
  
  We appreciate the support we receive from the BBB and strive to resolve issues in a timely manner. 
  

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