ComplaintsforVan Chevrolet

• 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
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 GMC pick up truck on May 15, 2023. As soon as we took it off the lot we went directly to gas station only to find that the gas gauge wasnt working properly. We decided to bring the truck back the following day (May 16th) so we could take advantage of Vans three day exchange policy. We exchanged the 2022 truck for a new 2023 GMC Sierra ****** We received our plates and registration for our truck and a month later we received another set of plates and registration for the 2022. Come to find out that our registration refund for the 2022 truck ( which we never owned) was $150.00 short due to Van not canceling the registration until July 17th. I had to call Motor Vehicle to find out details and request our refund because Vans finance department never got back to me from a month ago. called today, as nobody got back to me.

  Business response

  07/28/2023

  We are refunding this customer $150.00 for their MVD fees.  Check ****** for $150.00 will be mailed to the address shown on this complaint.

   

  Regards, 

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

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased a new vehicle 6/1/2023; $900 was set aside for registration in my contract but the registration fee totaled $819.14. I have yet to receive a refund for the different of $80.86 (my contractual obligation was not subsequently adjusted for this $80.86). I have made two inquiries into the dealership without resolve. I did not file a complaint with the ** Attorney General as I would like to believe this is a simple oversight vs. a normal business practice.

  Business response

  07/18/2023

  7/18/23

  This refund check was actually due to be released at the end of this week.  Refunds for overpayment on MVD fees and trade payoffs take approximately 6 weeks from the time the accounting office receives the deal.

  A total refund of $289.12 (check# ******) will be mailed tomorrow as I have personally pulled it from the stack due for release.

  Thank You

  ***********************

  Controller

   

   

  Customer response

  07/18/2023

  Van Chevrolet is not trying to say my own AZ MVD Registration paid in April 2023 that is due a prorated refund to me anyhow after I told AZ MVD I sold the vehicle 6-1-2023 is the resolution, right? 
  
  

  I am looking for my refund of $80.86 which is the difference of the $900 registration fee paid (as laid out on my supplied contract) and the $819.96 actually assessed by the state (invoice also supplied). 

  Business response

  07/19/2023

  If ****************** notified the *** directly that her trade in vehicle had been "sold" to us, then her prorated refund would be available through her *** account with the state.  Once the state is notified of such a transaction, the dealer is essentially "locked out" from using any type of credit or refund due to the customer and is unable to apply it to the new vehicle being purchased.

  As I stated, the refund check will be in the mail today.

  Regards, 

  ***********************

  Controller

   

  Customer response

  07/31/2023

  **************** is not paying attention to the details and is only forwarding the due refund on my trade that is totally unrelated to this inquiry.

  I am looking for my registration overpayment of the new purchase (lease). BBB can close this inquiry; I am going to escalate this to the ******* ************************* as it appears keeping registration overpayment on transactions may indeed be a business practice. This is my 4th inquiry & I have been met with ignorance in each response. 
  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been well over a month since we purchased our GMC **************** We were promised that our paperwork and copy of maintenance agreement would be sent to ** via email. As to date and several calls later, we have received nothing. The paperwork is just one of many issues with our current transaction with ***. Im so fed up that I dont even want to discuss it anymore. I just want our paperwork, ( one /two strokes on a keyboard) and move on. This is beyond Ridiculous! Either they are extremely poorly run and disorganized or something shady is going on. Hopefully it is the later of the two reasons. PLEASE Van just email ** our paperwork, how difficult is this?????

  Business response

  06/21/2023

  6/21/23

  Our customer service representative reached out directly to the customer and made arrangements to provide the documents they were looking for.

  Customer response

  06/21/2023

  
  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,
  
  *************************
  
   

  
  

*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. ↩