ComplaintsforVan Chevrolet

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/3/2023 I had dropped off my truck for an oil change. When I went back to pick it up the service advisor recommended my two front tires be replaced soon due to low tread. When he gave me the total it was significantly higher than I expected, he went back and made an adjustment that was lower, but also showed a tire rotation ($29.95 plus tax). Invoice number is 1441796.I had a flat a few months back and had two new tires put on 6/5/2023 to the rear of my truck. Since then I had just under **** miles so was okay with that service. That weekend when looking into new tires, I noticed that the low tread tires were still on the front of my truck and a tire rotation was not actually performed. I have contacted the company on 3 separate occasions and have not received any response (website chat function 11/7/2023- I provided my contact info and was told someone would call me; called 11/9/2023 person I spoke with transferred me to service agent who did not answer and I left a voice message; called 11/17/2023 and again person I spoke with transferred me to service agent, he did not answer and I left another voice message). I would like a refund for the services that were not performed.

  Business response

  12/04/2023

  
  December 4, 2023
  
  
  
  Response to complaint# ********  Muto
  
  
  We are in receipt of Mr. ***** complaint dated November 29, 2023.
  
  Upon researching the matter, our service director will be issuing a refund check to ************ for the tire rotation charge.  The check will be mailed to ************ at the address listed on his repair order.
  
  We consider this matter to be closed. 
  
  Regards,
  
  ***************************
  Controller
  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charged for things that were not on my truck. Call about it they said too bad!!!!!! As is but what was the window sticker for then to bambozxle me

  Business response

  11/28/2023

  Have reached out to customer twice regarding documenation regarding equipment not on vehicle. Waiting to hear back from customer. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased an ext warranty policy Dec 2022 that included free oil changes & tire rotations. I haven't had to use it until Sept 2023 only to find out it's not included with my policy. I contacted the dealership and they agreed back in Sept 2023 and said they would take care of it. Well it's 3 months later and it's still not done.

  Business response

  11/21/2023

  November 21, 2023
  
  
  
  
  Response to complaint # ******** ******
  
  
  
  We have received the above referenced complaint dated November 6, 2023.
  
  Upon receipt, we reached out directly to the customer and have resolved the issues by upgrading his coverage to a plan satisfied his needs at no additional cost to him.
  
  Based on this resolution, we feel the matter is closed.  If there are further questions,I can be reached at **************.
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am inputting this claim on behalf of my husband ***************************** as he doesnt speak English. My husband ***************************** bought a 2023 Chevrolet Silverado **** pickup on September 16, 2023. First they told us that GM Bank had approved us but the next week they told us that it was going to be with ************ West. Upon checking the revised contract sent on October 1st, **** I noticed that they had inputted my husbands income incorrectly and that interest rate had increased from 7.9% to 8.9% and the monthly payment also increased and wasnt what we had initially agreed on. They agreed to make adjustments and lower the monthly payment back to the initial agreement. We agreed and signed contract because three employees were pressuring me into signing the contract by the end of the day because they had to close out the month. My husband contacted ************ West to ask if everything was okay and upon reviewing the application we found that the monthly income was incorrect.I called **** from Van Chevrolet who was the person I contacted first by message to see the truck to tell him about the mistake and he told me that he would tell **** who was the one who helped us with the paperwork but after a week no one contacted us when they finally contacted me **** told me that he didn't know anything but He would review the information and call me back but he no longer spoke to me. Today on October 23rd, *** from the finance , sent a message to my husband to sign another contract to send it to another bank. When we reviewed the contract again we realized that it had the same error about my spouses monthly income and when I brought it to his attention he stated it didnt matter because the bank wasnt going to contact us and to sign it anyway. And my husband refused to sign it, we sent him a message telling him that this was fraud and that they could pick up the truck because we dont feel comfortable with this transaction.

  Business response

  10/24/2023

  
  October 24, 2023
  
  
  
  Response to complaint # ******** *******
  
  
  We have received the complaint filed by ****************** dated October 24, 2023.
  
  Due to fact that ****************** is not signatory to the transaction that took place, we must take care in the information that can be shared /released concerning this matter.
  
  We have reached out to **************, who was the sole purchaser of this vehicle and have determined that we will be canceling the transaction in its entirety.
  
  If there are any further questions concerning this matter, I can be reached directly at **************.
  
  
  Regards,
  
  
  ***********************
  Controller
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $500 down for the car. I had the car for one week and I took it back for service and they took the car. No explanations nor anything. It was a shady deal from the beginning.

  Business response

  10/18/2023

  
  October 18, 2023
  
  
  
  Response to complaint # ******** *******
  
  
  
  
  We are in receipt of Mr. ******** complaint dated October 18, 2023.
  
  Upon receipt, the issue was investigated internally and it was determined that no deal was finalized with *******************
  
  A check in the amount of $500.00 has been issued to refund his down payment, and will mailed to that address shown on this complaint.
  
  If there are any further questions, I can be reached at **************.
  
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Vehicle was purchased 8 July 2023 -After 2 weeks the check engine like proceeded to come on.-Vehicle 1st payment wasnt due until 21 September 2023.-The vehicle was taken into the dealership about the concern that the check engine was on all the time. -the vehicle was taken in 1 September or around then with concerns for the check engine light -business has advised us at the transmission needs to be fixed -The customer service has been absolutely terrible.-The concern is why was this vehicle sold when it was not up to safety standard -The last contact at the dealership was that he will not be able to fix the car for another couple of weeks -The vehicle has not even been in the position of the owner, and two car payments have already been made

  Business response

  09/29/2023

  
  September 29, 2023
  
  
  
  Response to complaint # 20664856   ********
  
  
  
  
  We are in receipt of the above referenced complaint.
  
  Upon receipt, our General Sales Manager reached out to ******************** to resolve her issues.  They are currently working on trying to repair her vehicle (issues with parts supplies currently that *** delay that option) or trading her out of that vehicle for another one that is agreeable to us both.
  
  We feel this issue has been resolved.  If there are any questions, please feel free to contact at **************.
  
  
  Regards,
  
  ***********************
  Controller
  

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership has become a complete joke. I have bought 3 vehicles and have sent two other people to this dealership to buy vehicles as well. I just bought a used ****** forester last month, I thought I could make the size work with my kids but it just doesnt. Now when I go to try and trade it in and get something else they tell me its so negative and theres nothing we can do for you. Countless phone calls and texts have been ignored by this dealership along with an email to their customer complaint team. I feel I was discriminated against because of my credit and since they were able to get me into one car and got their money, now they dont want to help me actually find something that will work better.

  Business response

  09/11/2023

  
  September 11, 2023
  
  
  
  
  Response to complaint # ******** ****
  
  
  We are in receipt of the complaint filed by ************ dated September 7, 2023.
  
  Upon researching the issue, it appears that we have contacted ************ and have been trying to resolve his issues.  **************** has offered three (3)different alternatives and solutions to the problem, however ************ is not happy with any of them.
  
  The dealership, in no way, has discriminated against ************  Credit and loan decisions are solely those of the lenders that we work with and the dealership does not make the ultimate decision on what a lender may finance for a particular customer.  Additionally, ************ is a credit challenged consumer, which makes approval of lending very difficult from any source.
  
  At this time, we feel we have extended and exhausted every opportunity to work with ************ and try to bring the matter to resolution without success.
  
  We do not feel we can add any more in the way of resolution to this matter.  The three alternatives remain open to ************ if he changes his mind in the near future.
  
  Regards,
  
  ***************************, Controller
  

  Customer response

  09/11/2023

  van Chevrolet has made no attempt to offer me other solutions. They have ignored my phone calls and texts to both the salesman and sales manager. I was contacted by **** on Friday but wasnt able to take the call, I called her back 5 mins later with no answer but left a voicemail. My call still hasnt been returned. This dealership claims that arent discriminatory against people with credit challenges but their actions speak otherwise. 

  Business response

  09/14/2023

  9/14/23

  As stated in the previous response, our customer service administrator has reached out and talked to *************  We have offered him the three solutions that we are able to at this point in time, and he has refused them all.  Again, ************ being credit challenged only allows us a limited number of options with the parameters he is demanding.

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

  Regards, 

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

   

   

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I made a purchase on August 19th on the online store of the business and my order has not been received, I have reached out via email and phone to the business and was assured I would receive a refund. I have not been issued my refund yet and I am tired of calling and emailing them getting the run around. I even spoke with the manager on Friday September 1st and he assured me my refund would be processed and I would get an email confirmation and that never occurred.

  Business response

  09/08/2023

  9/7/23

  Upon receipt of this complaint, our Parts Director investigated the issue and found it to be a delivery problem with USPS.  He has processed a credit in the amount of $78.06 to the customer.

   

  Regards,

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

   

   

  Customer response

  09/08/2023

  
  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,
  
  Lauren Kapranci
  
   
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Van Chevrolet did not transfer my current plate when I traded my vehicle in to them for a new vehicle. I was promised this would be taken care of. I now have to take time from work to go to the *** to get the transfer done myself. This will cost me time and money.

  Business response

  08/18/2023

  
  August 18, 2023
  
  
  
  Response to complaint #******** ******
  
  We have received the above referenced complaint dated August 15, 2023.
  Upon researching the matter, it appears that the vehicle that was traded in was a Chevrolet Bolt an electric vehicle.  As the vehicle purchased was not an electric vehicle, that original plate would not have been able to be transferred.
  Any funds that were remaining on the original plate can be obtained through the customers MVD Now account with ADOT.  Additionally, any fees charged by the dealership that *** exceed the actual registration and title costs, will be refunded to the customer directly in approximately (6) weeks from the date of the deal.
  Thank you
  ***********************, Controller
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 Yukon Denali in December of 2021. The dealer delivered my suv without the parts that were advertised on my window sticker. I was ok with waiting for them due to Covid and the parts shortage. However its been well over a year and I still dont have my parts. Working with them to get my parts has been a horrible experience. After many phone calls and text messages I was finally able to get my rims and blackout package. Im still missing quite a bit of other parts. On June 19th **************************************************************** I get to the dealer and they got me in right away. Two hours later they brought it back without anything done to it. Im still missing my parts. I expressed serious concerns about how this whole situation was being handled but could not even get one manager to call me back to resolve this. I live a far ways from the dealership I hate writing negative reviews but I hope this will save the next person some headaches. *** bought a car from many dealers but this one by far has the worst costumer service. Attached is the original window sticker and the parts missing so they dont think Im making this up.

  Business response

  08/21/2023

  
  August 21, 2023
  
  
  Response to complaint # ********  ***
  
  Upon receipt of the complaint shown above, our customer service representative looked into the issue with the back ordered parts.
  She has learned that the remaining parts are due to be delivered in approximately two (2) weeks.
  ********** will be contacted at that time to arrange installation.
  If there are further questions, please contact *****************, CSI representative at **************.
  
  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. ↩