Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Van Chevrolet sold me a 2020 Buick Envision. Their pitch was "one owner, clean car fax, maintenance all kept up and we got you all the bells and whistles with a premium platinum warranty"... little did I know that the *** only works with them. Very far and few in between that will service under ***. I bought it in July of 2021, soon after I started experiencing the issues (repetitive): purge valve (evap emissions system large leak detected) 3 separate times, rear AC/heat (air distributor case replacement) this is the second time, faulty fuel tank filler neck leaking, moon roof sunshade replacement, now the lining is falling down all together. All of which they said I was covered under *** but I had to wait on parts... this was in July!! AZ heat over 110 degrees with kids... no A/C in back but they cannot get me in a loaner or rental as *** only covers 3 days so we would need to wait on parts, however they would make this right and detail my car and fill the tank to make up for the wait and inconvenience (the manager told my husband after several weeks of waiting already). This was 2 service techs ago and still nothing back from them. My parts came in once but they were the wrong ones so they had to reorder. Now it's getting cold and no heat for the kids. I have texts with the latest tech assigned with no responses, no answer back from voice mail. My husband calls and was told they do not need to speak with hostile people and we can deal with the manager. Yet again, no one has called. I now have car fax updates telling me service is due and I am sure I am ready for some extra services, as well as tires but how do I make an appointment when I am still waiting on a call from them for my parts? I feel unprotected, no longer safe. As a long term customer, I feel scammed and unappreciated. I cannot take it anywhere else due to the ***, as it sits with these repairs not made it is not holding its value on ***** Blue Book or on Carfax.

  Business response

  11/26/2024

  November 26, 2024
  
  
  
  Response to complaint# ********   *******
  
  
  To Whom It May Concern:
  
  We are in receipt of Ms. ******** complaint dated November 18, 2024.
  
  Upon researching the issue, we have learned that the required parts to repair the vehicle remain on national back order at this time, unfortunately with no ETA of when they will be available from the factory.
  
  We apologize for this inconvenience, however there is nothing the dealership can do to resolve the matter at this point.  We will continue to monitor the situation and will contact Ms. ******* as soon as the parts are available.
  
  If there are any further questions, I can be reached directly at **************.
  
  
  Regards,
  
  ***** ******
  Controller
  

  Customer response

  11/27/2024

  
  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

  11/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I reached out to Van Chevrolet on 10-31-24 regarding a van that they had in stock. They confirmed that they had it in stock. I submitted a credit application, they said I was approved for the loan. We began negotiating the price of the van over phone/text messages based on the out the door price and interest. We agreed on a price of $1,200 a month for 60 months, a price of $72,000. I purchase my plane ticket, $491.94. Dealership was aware I was flying in, I arrived 11/05/24. Upon arrival they said the price on this rare van was now $1259 for 60 months, $75,540. a price difference of $3,540. I reminded them that I flew out and invested time/money, that we had a deal over text messages, they did not care. They argued that other people had paid more for that van and that out of 15 van that's they had the van I wanted was the only white one. Before I left to the airport I texted them "Are we still good to go? I'm about to go to the airport, before I get into the airplane" they replied "you were good to go!!" I have text message of them agreeing on the price and when they were not accepting my deal I told them I would record the conversation because they were not holding up their deal. I paid $621.93 to fly back to **********. If I had known the price was going to change I would have never agreed to fly in to purchase this van. What they did is not ethical, and no one else should fall for their extortion. Ive been waiting for them to call me back to make things right but they have not called me back. As a result, I am out of $1,113.87 and time I took off from my business to keep my end of the deal. I have text messages and audio to prove that we had a deal at that price.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Corvette C8R model Vin#***************** and I have had to have it towed in endlessly because it dies on me intermittently with no warning. This has happened about a dozen times and knowone can fix it for me. It has literally been in the dealership more than I have had it in my possession since I owned it. I have had it towed to several different dealerships to have a different set of eyes on it and possibly figure it out and knowone can find what's wrong with it. The service advisor ****** ***** of ********* ***** wrote an email to me stating they can't find the problem and there is nothing more they can do. I have had to pay for the towing on several instances because it was more than 25 miles away even thought the vehicle is under warranty. The tow truck drivers have damaged the c ar. several times in the process of trying to tow it causing thousands of dollars in damage and months in the body shop. I have started the buyback process and would like this issue resolved as soon as possible as the car remains parked at the dealership (Van Chevrolet) indefinitely unable to be driven. I cannot nor should I be stuck with an unreliable vehicle that breaks down indefinitely. I paid over $120,000 for this lemon. Please speak with ****** ***** , service advisor at ********* Chevrolet for the details. ************ or **** ********, service manager at Van Chevrolet ************ They both are very familiar with the vehicle, and its problems. Please help!

  Business response

  09/27/2024

  
  
  September 27, 2024
  
  
  
  Response to complaint# ********   *******
  
  
  
  We received the above referenced complaint dated September 21, 2024.
  
  As stated in the complaint, Mr. ******* has begun the General Motors buyback process.  As this is a factory based program, Van Chevrolet (nor any other dealership) has any input into the process other than answering any questions the factory may have concerning the issues.
  
  Based on the information and issues with this vehicle, we strongly believe that Mr. ******* qualifies and will be successful in his application.
  
  If there are any further questions, I can be reached at **************.
  
  Regards,
  
  ***** ******, Controller
  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Negotiated a deal with the salesman for a 2024 ***** Silverado with all the features I was looking for. I signed all the paperwork including the finance information which certainly required a "hard" credit check. I was told the vehicle was coming from another dealership. I was provided the *** number so I could update my insurance. I was then told they are having difficulty getting the vehicle on time for my requested delivery of 9/03/2024. I was then informed they cannot get the vehicle so in essence they never secured the vehicle in the first place. How does a business file paperwork with a buyer for a vehicle they don't even technically own? How does a dealer to a hard credit check knowing it will damage the buyer's credit should their unsecured vehicle fall through? The dealer offered no sense of accountability whatsoever. They responded in a way where it appears they must do this on a regular basis at the cost of the customer's time and credit report. I also lost out on a deal for a new vehicle under a Labor Day sale event that I cannot recoup at another dealership now. Extremely disappointed with the sales person and the director of sales who seemed completely unaffected by the situation. I wasted two days of my time at the dealership working this deal that was supposed to provide me with a truck being delivered in the morning to my workplace on 9/03/2024. I was upset and asked that they void my paperwork immediately which probably meant nothing in the first place since it was likely never filed to begin with knowing they were at risk of not securing the vehicle.

  Business response

  09/10/2024

  
  
  September 10, 2024
  
  
  
  Response to complaint# ********    *******
  
  
  We received the above referenced complaint dated September 4, 2024.
  
  Upon receipt, our customer relations administrator reached out directly to ******************. They were able to talk through the issues that ****************** and come to a mutual understanding as to what had happened.
  
  We feel that this is case is closed at this point.  If there are any further questions, I can be reached at **************.
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a 2016 Corvette that I took in for Service on Wednesday August 7th. While the vehicle was in their custody, it was backed in to by another service department customer. I have video of the incident that includes their employee, a service writer, guiding that customer while he was backing up. The video starts with a wave for the vehicle to start moving backwards and ends with him putting his hands on the back of the truck after it struck my vehicle. After the collision, the other party left without giving any information. Both of the service managers maintain the dealership is not responsible even though their employee is involved in the incident. I have received 2 estimates each around $3000 for the repairs. One service manager suggested I take it to their collision center for an estimate (which I did). However, Im not giving them any more money after I gave them a car with a clean carfax, paid $686 for service, to have a vehicle returned with $3000 worth of damage. I have reached out to customer relations, the dealership controller the *** and the local corporate office with no prevail. It is beyond frustrating and a huge disappointment.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 8/1/2024, my trade in was accepted by Vans Chevrolet with a signed contract at a *****% APR. I brought the vehicle home. On 8/8/2024, I received a text message from ************************* (Vans ***** Manager). Informing me that 2 documents were emailed to me and I need to sign. On 8/9/2024, **** called me asking if I had signed the documents. I informed him no, and I am unable to open the documents. By 8/12/2024 morning, I had not opened the documents, **** texted me, "I need you to sign the paperwork today? Can you do that?" and that "The approval expires so we need it done today. So the afternoon of 8/12/2024, I opened the documents and it is a new contract with a higher APR at *****%, the finance charges and the amount financed for are doubled the amount I initially agreed to. I called **** and told him that I do not agree to the new contract and would like my trade-in vehicle back. He did not know if my trade-in was available and that he would ask the salesperson. He attempted to negotiate again, by asking what he can do for me to sign the new contract. I replied I need time. At this point, on 8/13/2024, **** is pressuring me to sign the new contract. I texted him that I do not agree to the new contract with the increased APR. **** then texts me, he can "cut the sales price" and for me to take advantage of the deal and he can help me refinance in 6 months. I replied that I do not agree with the new contract, the APR, the finance charges and financed amount and if the initial contract is not acceptable then it is a broken contract. I asked a second time if my trade-in vehicle is available and can be returned to me. He never replied. Today 8/14/2024, I have not received a response from him. I would like my trade-in vehicle returned to me. I feel uncomfortable and alarmed with this communication with **** and *************************. I am a Native American, a woman and a single parent, and I feel that they are taking advantage of that.

  Business response

  08/22/2024

  
  August 22, 2024
  
  
  
  Response to complaint# ********  ***
  
  
  
  We are in receipt of the above referenced complaint dated August 14, 2024.
  
  Upon receipt, our customer service administrator reached out to ********** and arranged to have her come and pick up her trade in vehicle and we have cancelled the entire transaction. The exchange should take place on August 23rd.
  
  If there are any further questions, I can be reached at **************.
  
  Regards,
  
  ***************************, Controller
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  07/08/24 I Purchased a Vehicle from Van Chevrolet. While Speaking with the Sales Rep ****** and ***** I was advised that I would need a Co-signer. My Mother had come with me for support and They asked if my mom would Co-sign she initially said no but after further dealings, ***** offered my mom 500$ just to co-sign. My Mom agreed and shook hands we also signed a handwritten paper agreeing to that fact. Toward the end of the interaction, we asked when my mother would receive the 500$. It was stated that she would receive it once everything was finalized. 07/16/2024 I Texted ****** asking when the 500$ would be sent out. He replied that we would receive it in three weeks from the deal and that if we don't receive it by 07/29, we should reach out to him. we never got the check so I contacted ****** on 07/30 and I was told that it was ***** who promised the money and that I would need to contact him. He gave me his number and I Messaged him that same day I did not get a reply so I called Van Chevrolet the next day and was told ***** was no longer employed there and I could speak with Sales Manager ************ was Transfered a few times then spoke to ***** and he said he would talk with ****** and he would call me back but I never received a callback. I Called the following Monday and was told that he would call me back, No Callback, I Emailed ****** on 08/03/24 but never received a reply or call back. After some time now we have begun to question if my mother was scammed with the promise of 500$ into cosigning and we would like for the company to Honor their Promise.

  Business response

  08/14/2024

  
  August 14, 2024
  
  
  
  Response to complaint # ********   ********
  
  We have received the above referenced complaint dated August 14, 2024.
  In researching the issue, it appears a check has not ever been cut, as was promised as part of the transaction.  A check in the amount of $500.00 is being processed today, and will be mailed to the address shown on the complaint.
  If there are any further questions, I can be reached at **************.
  
  Regards,
  ***************************, Controller

  Customer response

  08/14/2024

  
  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

  08/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against Van Chevrolet regarding a recent vehicle transaction. The details of my experience are as follows:Trade-In and Down Payment:Van Chevrolet accepted my trade-in and down payment without securing a lender, despite assuring me otherwise.They misled me by claiming they had secured financing.Unprofessional Behavior:While recovering from surgery in the hospital, Van Chevrolet repeatedly called me, demanding paperwork. Their behavior was unprofessional and insensitive, considering my health situation.False Information:Van Chevrolet provided false information about the whereabouts of my trade-in vehicle.They failed to deliver on their promises.Trade-In Return:After returning their vehicle, Van Chevrolet did not provide my trade-in as agreed upon.I kindly request that the Better Business Bureau's office investigate this matter thoroughly. I believe Van Chevrolets actions are unacceptable and warrant legal scrutiny.Thank you for your attention to this matter. I trust that your office will take appropriate action to address these issues promptly.

  Business response

  08/16/2024

  
  August 16, 2024
  
  
  
  
  Response to complaint # 22113860   White
  
  
  
  We are in receipt of the above referenced complaint dated August 8, 2024.
  
  In reviewing Mr. ****** complaint, there are a few points that are incorrect in regards to the transaction.  A lender and financing were in place for the ****** and the vehicle they had purchased (and was spot delivered).  The lender was requesting additional information (bank statements) from the ******, and unfortunately it appears *************** was in the hospital during this time frame.  The terms set forth by the lender had an expiration date, and thus we did try and express the urgency of the matter to **************.  Upon returning to the dealership, ************** expressed that he no longer wanted the vehicle, and the sale was voided.  Unfortunately, the ****** trade in had inadvertently been sold at auction prior.  We have reached out to the ****** and they have agreed to be reimbursed for the amount of their trade in as was show on their original contract.  Our customer service administrator has made those arrangements with ***************.  We, again, apologize for any misunderstanding that may have occurred in the sales process. 
  
  If there are any further questions, I can be reached at **************. 
  
  
                                                                                        Regards,
  
  
  
  
                                                                                        ***************************
                                                                                        Controller
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint regarding several critical issues related to a recent proposed deal with Van Chevrolet Buick GMC. These discrepancies have caused significant concern and frustration. High-pressured sale: There was a heavy sense of pressure being applied to get the deal. I was 9 months pregnant at the time which I believed also played a part in the influence of trying to get me to take the deal which was not a good deal to begin with. Incorrect Start Date for First Payment: The documents fail to specify the agreed-upon 45-day start date for the first payment. This omission directly contradicts our initial agreement and raises serious questions about the contracts validity. Incorrect Lienholder Information: The documents identify GM Financial as the lienholder but Van Chevrolet (the dealership) states that they are not my lienholder. GM Financial has confirmed that I am not in their system on either the customer service side or the fund department side. This discrepancy is deeply troubling, as it affects the security of my financial obligations. Refusal to Disclose Lienholder Details: Despite my repeated requests, Van Chevrolets sales manager and sales representative have refused to provide the name of the actual lienholder. Their lack of transparency impedes my ability to fully understand my contractual responsibilities. Undocumented $500 Downpayment: The documents do not reflect the $500 downpayment that was explicitly part of our deal and has not been paid to date. This omission undermines the integrity of the entire transaction. Nonconsenting drop off the vehicle: After explicitly advising the dealership I would not be accepting service or consenting to a drop-off. They drove the car to my apartments, parked the car in an open parking spot somewhere in the apartments, and dropped the keys off in the front office without getting signatures or even permission from the front office to leave the keys in their possession.

  Business response

  08/05/2024

  
  August 5, 2024
  
  
  
  Response to complaint # ******** *****
  
  
  
  We are in receipt of the complaint from ************** dated July 24, 2024.
  
  Upon receipt, our customer service manager reached out directly to **************, and all of her questions and issues were handled satisfactorily.  Additionally, we are reimbursing ************** an amount equal to three (3) payments on her vehicle loan for her troubles.
  
  If there are any further questions, I can be reached at **************.
  
  
  Regards,
  
  ***************************
  Controller
  

  Customer response

  08/05/2024

  
  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

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a new Yukon in August 2022 with the ************* extended warranty that includes maintenance. When we received the paper work for the extended warranty we noticed right away that it was only for the platinum with no maintenance. ***** acknowledged the error and sent us a revised warranty for me to sign. In Dec 2023 the warranty company (MPP) still only showed the platinum warranty. We've reached out numerous times and included additional management with zero support. Not to mention, we took our car in for service and had to pay out of pocket several times. ***** has told us multiple times he was going to take care of it. He phoned me June 2, 2024 and said he would mail me a check for $650 to cover the maintenance on the existing warranty as he had made a mistake and the warranty did not include maintenance as he had originally stated. We have not received any check and all emails and phone calls have not been returned.Seeking guidance from BBB. Revised warranty with the care pkg (maintenance included) with signature (***** in Finance) from Vans attached.

  Business response

  07/24/2024

  Our apologies for not responding sooner concerning Mr. ********** complaint.  Upon researching the matter, we have issued a check in the amount of $650.00 (check no. 414657).  The check will be mailed to the address shown on the complaint.
  
  We are sorry for any inconvenience this may have caused.  If there are any further questions, I can be contacted directly at the numbers below.
  
  Regards,
  
  ***********************
  Controller
  Van Chevrolet Buick GMC

*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. ↩