ComplaintsforVan Chevrolet

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On May 22nd, I bought a 2017 ****** Murano. The seller provided documentation stating that Van Chevrolet had previously fixed/replaced the rotors and brakes due to prior problems.However, the day after I took the car home, I noticed a noise when braking. I had to take the vehicle to my mechanic, who found that the rear brake rotors needed replacing. I was responsible for the cost of this repair and would like Van Chevrolet to reimburse me for this.

  Business response

  06/27/2024

  
  June 27, 2024
  
  
  
  Response to complaint # ******** *************************
  
  
  
  We are in receipt of the complaint referenced above, and apologize for the issues that ***************************** experienced.
  
  We will be reimbursing the total of $338.33 directly to her.  I would ask patience with this process as,unfortunately, we are part of the nation-wide cyber attack that has occurred to automotive dealerships and are unable to issue checks at this time.  Once the system has been restored, this check will be processed and sent to the address shown on the complaint.
  
  If there are any further questions, I can be reached at **************.
  
  Regards,
  
  ***************************
  Controller
  

  Customer response

  06/27/2024

  
  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

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new vehicle that has broken down twice and has been at their service location for more than 30 days. They will not provide documentation as needed nor do they return calls.

  Business response

  06/17/2024

  
  June 17, 2024
  
  
  
  
  Response to BBB complaint # ******** ********
  
  
  
  Upon receipt of Mr. ********* complaint, I spoke to our Service Director who outlined the service issues that this vehicle has had and that there already seemed to be a discussion that this would have to be escalatedto General Motors by the customer in order to get the appropriate relief.  The vehicle is currently in the shop waiting on back ordered parts for the repairs.
  
  Additionally, our General Sales Manager spoke with ******************* and they are discussing trading him out of this vehicle and getting him into a new one.
  
  If there are any further questions, please feel free to contact me at **************.
  
  Regards,
  
  ***************************
  Controller
  

  Customer response

  06/17/2024

  That is a 100% false statement.  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck from Van Chevrolet a few months ago. When financing we added MPP and gap coverage, then a few weeks later I received a letter stating coverage was declined due to the truck having more than 100k miles. Ive since called you guys 2-3 times a week to try to figure out how to get refunded for it, as Im still paying for the coverage in my financing. Every time, I get told the person who can help with that just left or let me see whats going on and Ill call you back today or tomorrow however, I have never received a call back from anyone. Last week I stopped by in person, after waiting 1.5hours I finally was able to speak with someone in financing. He told me the lady in accounting who handles this would be back Thursday and Ill get a call back then. To my big surprise, its Sunday and I still never got that call back. Im extremely frustrated that no one wants to take accountability for this. Please let me know if youre able to help.

  Business response

  05/31/2024

  
  
  May 31, 2024
  
  
  
  Response to complaint # ******** *******
  
  
  
  We are in receipt of the complaint filed by Mr. ******* on May 30, 2024.  First, we apologize for the lack of communication and response to Mr. ******** calls to the dealership.
  
  Upon researching the issue, both his MPP (service contract) and his Club Plus coverage were unable to be put in force as Mr.******* ************* The amounts paid for both of these coverages was refunded back to the lienholder **************** on April 10, 2024.  Mr. *******s GAP coverage remains in force at this time.
  
  Again, we apologize for the lack of communication back to Mr. ******* on this matter.  If there are any further questions, I can be reached at **************.
  
  
  Regards,
  
  ***********************
  Controller
  

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Cadillac XT6 2020 from Chevrolet van a dealership and noticed damage to the passenger side mirror and window shortly after parking it my house and job. Despite contacting the dealership within six hours with text messages to the sales representative **** and reviewing surveillance footage at my job, no evidence of a collision was found. When I approached the dealership, the manager, *****, refused to inspect the surveillance footage or address the issue, instead insisting that I caused the damage saying I hit a Mailbox or my neighbor vandalized my car. That the car was fine when it left the lot because he seen it even though I never seen him until today. He also denied my request to inspect where the car was parked, claiming they clean the lot daily, despite visible soda tabs and trash on the ground because a piece of the passenger side mirror had fallen off. The sales representative, ****, admitted to not noticing the damage and not inspecting the vehicle thoroughly the day I received the vehicle. I test drove the vehicle Thursday May 9,2024 and finished paying it May 12, ********************************************** between but was told that it was gonna be detailed for me. ***** claimed to inspect every car daily, yet couldn't recall when I received the car and refused to check the surveillance footage of the car being driven out front to me. Does ***** work every day? I received the car on a Sunday Additionally, the dealership promised to replace a tire, which they failed to do. Despite their efforts, ***** reiterated that they would not take any action to resolve the issue. As a 100% disabled veteran, I would found the customer service experience to be unacceptable.

  Business response

  05/22/2024

  Tell us why here...
  May 22, 2024
  
  
  
  Response to complaint # ******** *****
  
  
  Upon receiving the complaint from **************, our customer service administrator reached out to him and we came to a mutual agreement on his issues.
  
  The dealership is taking care of the tire and the issue with the side view mirror at no cost to **************.
  
  All repair work will be done by Van Chevrolet.  If there are any further questions concerning this matter, I can be reached at **************.
  
  Regards,
  
  ***********************
  Controller
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need a finance manager give me a call right now I am beyond angry I purchased a truck from your dealership 3 months ago I was never given any paperwork and I now have a $40,000 truck that is sitting in front of my house that I can't drive because it broke down. On me on a Sunday with a motor ticking (sounds like bad lifters and yes I know what lifters sound like) and I had to pay $450 to get it 67 miles to my house this is ridiculous no one over there can give me answers no one will call me back I refuse to pay any more for the truck to be taken to the dealership you all have done nothing but give me the run around since day one they made me add a service contract to my total financed and the service contract is c*** they better fix this if they don't I will get my lawyer involved $40,000 and 3 months and they won't even speak to me what a piece of s*** company

  Business response

  05/08/2024

  
  May 8, 2024
  
  
  
  Response to complaint # ******** ******
  
  
  Upon receiving the above referenced complaint, our customer service administrator and our general sales manager have both attempted to contact **************** on several occasions.  They have not had any success in connecting with ****************, nor have received any returned phone calls.
  
  We would ask **************** to please contact ***********************,customer service administrator, at ************** or via email at: ****************** so that we can discuss and resolve her issues.
  
  
  
  Regards,
  
  ***********************
  Controller
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is with the purchase and delivery of a 2024 Sierra *** 1500. I test drove it, negotiated the purchase with a few add ons. The add ons needed to be installed and it needed to be detailed. When I went back to pick it up, I noticed scratches all along the drivers side of the truck. It seems that they have been having issues in the detail shop. They agreed to make the necessary repairs. It took weeks to get the work done only to discover that their attempts to repair it just made the situation worse. We finally agreed that I would have my detailer do the work and Van would reimburse me. The comment was that it was cheaper than their internal charge would be if they managed to get it right. The sales manager approved it. I had the work done and sent them the invoice. It has now been now been 7 weeks and nothing. Not even an explanation as to why its taking so long or when I can expect it. I have been texting ***** almost daily and he has no further insight into the delays. This really is unacceptable.

  Business response

  04/23/2024

  
  April 23, 2024
  
  
  
  Response to complaint #********   ****
  
  
  
  We apologize for the delay in responding to the above referenced complaint.
  
  Upon reviewing ************** statement and researching the situation internally, we have issued a check to ************ in the amount of $525.00 (check # ******).  The check will be mailed to the address shown on his complaint.
  
  Again, we apologize for the issues that ************ encountered during his transaction.  If there are any further questions, I can be reached at **************.
  
  
  
  Regards,
  
  
  ***************************
  Controller
  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I purchased a used Terrain from Van Chevrolet in 2021. When we purchased the vehicle it had about ****** miles on it and was 3 years old. Days after purchasing, I noticed the car had an odd odor coming from the air conditioning vents. We looked into it and sure enough General Motors had a bulletin on it. A few more days go by and a rattling sounds presents in the front of the vehicle. I attempted to call and text our salesman (****************) 5 times with no response from him. I called *********************** and brought the *** in 4-5 times within the month to try and fix the rattling sound. They were never able to identify where the sound was coming from and they couldnt fix the smell coming from the vents. When there is a bulletin on a vehicle it means other people are having the same issue throughout the country that drive the same Terrain we purchased. We decided to just move forward because *** wasnt fixing our issues. Fast forward two years, paint starts splitting all over the hood of the vehicle. I took the Terrain in to several GM dealerships and my father worked for GM for 30+ years. My dad and all the other dealerships informed me factory paint wouldnt split like that. I called Van again a total of 6 times over the course of the week. One of the managers gave me his personal phone number to send pictures then never followed up. I left him 3 voicemails and talked to 3 other supervisors that never got back with me. They would always say we will see if our service department can offer a discount to fix it or we will get back with you. Then Id never hear back. We went ahead and got it fixed at another dealership and paid $1,500. There were 4 layers of paint which means that indeed wasnt factory paint. The car fax provided by Van wasnt correct because it didnt disclose that the hood of vehicle had been repainted. Im extremely disappointed by the lack of communication and customer service. I will never purchased a car from Van again.

  Business response

  04/11/2024

  
  April 11, 2024
  
  
  
  
  Response to complaint # ********   *******
  
  
  
  We received the above referenced complaint and our customer service administrator immediately reached out to ******************.
  
  It was explained to her that the Carfax run at the time of the deal did not show any prior incidents that would have led the dealership to believe that the vehicle had any issues. Upon having this conversation, ****************** understood.  We did apologize to her for the lack of communication that we had with her at the time of the transaction.
  
  If there are any further questions, please contact *****************, our customer service administrator, at **************.
  
  
  
  
  Regards,
  
  
  ***************************
  Controller
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On February 22,2024 this dealership told me I was approved for vehicle. I figure everything was ok, and salesman ********* took me and my dad back to management named ***. As we signed contract and he took down payment of $2000 with debit transaction, but we didnt take the vehicle home. After we left home empty handed and home is 5 hours away, next day is Friday February 23,2024, salesman ********* called me saying we are NOT approved. So I told salesman to reverse transaction on my down payment of $2000 and I patiently waited. Now today is March 1,2024 and still nothing. This is call STEALING, SCAM ,LIED and importantly discriminatory to NATIVE AMERICANS.All I want is hard earn money back.

  Business response

  03/05/2024

  3/1/24

  We apologize for any delay with this issue for ****************.  The credit card refund was run on March 1st for $2000.00.  Credits normally take a day or two to show up on the customer's end.

  If there are any further questions, I can be reached at **************.

  Regards, 

  ***************************, Controller

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The most dishonest business I have ever encounter, purchase a used vehicle and did not take immediate possession due to some items needed to be taken care of, instead of a few days it took almost a month and multiple trips to dealers to even get a response. I asked if I could get lender switch and they made it clear that it was impossible (once they submit, no way to take it back or change it). They assured me they made every attempt to change. Since my vehicle was taken so long to get, I called the lender myself and they said it was quite easy to change lender and that it happens often. So I asked the lender to not process loan without my knowledge. I once again went to dealer as I was not getting response and instead of apologizing for their mistake, they were upset and could not believe the lender would speak to me and assured me that they would get the individual that help me fired! No concern that my new lender would save me 2 points, their reply, you have good credit, just refinance!! Which of course would not be as beneficial to me! They tried to process loan again but since I ensure my file had notes, they called me and of course I denied processing. Understanding that I had signed contract, I asked to walk away from deal since I had such a poor experience. Of course they reassured me that it was unfortunate and that they would pay my first month payment due to how long it took to take possession (since I was accruing interest) and would accept my lender, I was just ready to move on so accepted vehicle, provided approval letter from lender and assume all done. Of course not, they clearly just wanted me to take possession of vehicle and leave. Come to find out they process my loan with another one of their lenders at the higher rate. I dealt with multiple members of team including general sales manager ********************* which personally assured me my lender would be accepted and first payment covered, both did not take place. The most blatantly dishonest group.

  Business response

  02/23/2024

  
  
  February 23, 2024
  
  
  
  
  Response to complaint # ******** **** (****) *******
  
  
  
  We are in receipt of the complaint filed by ****************** regarding the purchase of his vehicle. 
  
  After reviewing the issues, we have issued a check to ***************** in the amount of $916.35 for the 1st payment due on his loan.  In regards to the repair time issue, we do apologize for the inconvenience, however there was an issue procuring parts from ******** **** in order to repair his vehicle properly.
  
  We consider this matter closed. 
  
  Thank you
  
  
  ***********************
  Controller
  

  Customer response

  02/23/2024

  
  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

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  9..16.2023 Purchased a CPO vehicle and was not delivered what was promised and what is required for. CPO vehicle.Many items missing, damaged and nothing but excuses.

  Business response

  12/04/2023

  
  December 4, 2023
  
  
  
  Response to complaint# ********  ******
  
  
  We are in receipt of Mr. ******* complaint dated November 30, 2023.
  
  Our sales manager and customer service director has reached out directly to **************** and are currently working with him as far as reimbursement for expenses to correct his items and provide him a satisfactory vehicle.
  
  We will consider this a closed matter and a check will be issued to *****************
  
  Regards,
  
  ***************************
  Controller
  

*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. ↩