ComplaintsforVan Chevrolet

• 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

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I agreed to purchase a vehicle and left a deposit. The condition was that i could refuse the car if it did meet my Inspection and approval after it went through their shop and that it would be done in 2 days.After 3 days I went on holiday not recieving the car or being contacted, and after reviewing the terms in my contract i decided not to purchase the car. I have made repeated attempts to contact them. I have emailed and left multiple messages requesting the refund of my deposit. I have had no response from them. I'm seeking a refund or credit to my card for $1,200

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello,I went into this dealer on May 20th and struck a deal with *********/gmc on a 2024 GMC 2500 that was not on site/on lot and was advised it was still in transit but the truck was at the railyard and I'd receive delivery by May 24th. When May 24th arrived I was contacted by the dealer advising the truck was on site and ready for pickup, and approximately 10 minutes after that I got recalled by the salesman advising the gmc folks messed up and sold the truck to someone else. I was advised the deal was quashed and the contract would be cancelled. I then got a letter from GM Financial advising "congratulations on your purchase" for a truck I never bought. I called the dealer on June 3rd and was advised by the finance manager that they were aware of the situation and the contract was submitted without my approval after the deal was already cancelled, and they would cancel the contract before the first payment was due on July 4.. well again I got the actual statement now dated for June 16th and GM financial is advising the contract is still active for a truck I never even saw or took possession of with no notes on the account from the dealer who were supposed to call in and cancel the contract with GM financial. I called again today to *********/GMC on July 2 and was put in hold for over thirty minutes with no one answering my call other then the receptionist. I filed a complaint with the attorney general office and will follow up with the better business bureau. I shouldn't have to follow up a fourth time to correct the businesses mistake. I have phone logs, text messages with salesman and reference numbers for complaints. Thank you,****

  Business response

  07/25/2024

  Our apologies for the delay in response to this complaint.
  
   
  
  Unfortunately, Van Chevrolet was part of the *** dealership management software shutdown that occurred in the second half of June and early July.  I have verified that the loan has been cancelled as of July 8th with GM Financial.
  
   
  
  We apologize again for the delay in response and in getting this situation handled.  As soon as our systems were available, we took care of the matter.
  
   
  
  If you have any questions, I can be reached at **************.
  
   
  
   
  
   
  
  ***********************
  
  Controller
  
  Van Chevrolet Buick GMC
  
  D|************    C|************    F|************
  
  *********************************************************************************************************************************

• 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
  

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