ComplaintsforVan Chevrolet

• Initial Complaint

  01/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  9/24/2022: I pre-ordered a 2023 Chevrolet Bolt EV 1LT for the **** price of $28,505, plus Total Fees $1,185, and Tax $2,295. Total Sale Price = $31,985. Agreed to initiate the order with a $1000 deposit.12/22/2022: Notified that my vehicle (2023 Chevrolet Bolt EV 1LT, VIN: *****************) arrived. Scheduled 1/2/2023 9am for pickup. Purchased Insurance and prepared payment.1/2/2023: Arrive at dealership for 9am appointment, met by ************************* (Assistant Sales Manager), who informed: a.) No record of my $1000 deposit. (This was resolved) b.) My vehicle (VIN: *****************) already sold.- Discussed with his GSM, agreed to find a similar model. Would honor the original price, procure the vehicle and deliver it to my home by the end of the day (or next day). - 2023 Chevrolet Bolt EV 1LT, VIN: ***************** was promptly located, moving forward with negotiating to procure it. I cancelled my insurance for the other vehicle, and set up to insure this VIN instead.1/6/2023:- ****** called me. He indicated that he did not have any success locating a 1LT grade, but a higher spec 2LT was available: 2023 Chevrolet Bolt EV 2LT, VIN: 1GX1FX6S03P4123552.- **** was +$3,200 more than the 1LT vehicle that originally wanted, but agreed to consider it.- Oddly, this vehicle now included a surprise +$5,000 Market Adjustment on top of the ****. I promptly stated that my original 1LT order didnt include any MA, and Im not paying MA on a vehicle that Ive ordered, deposited, and have been waiting 3mos on, especially since the situation of the missing vehicle was due to a Dealership error.- I felt like the dealership was trying to take advantage of me.- They agree to lower the 2LTs MA to +$2,500. I said no.- They agreed to return my deposit, for which I started that I did not want my deposit back, I only wanted them to uphold the original deal which is essentially: a vehicle purchase at **** w/o any Market Adjustment.

  Business response

  01/14/2023

  
  January 14, 2023
  
  
  
  
  Response to complaint # ******** ****
  
  
  
  We are in receipt of the above referenced complaint.
  
  Upon researching the matter, the issue comes down to *********** wanting to delay taking delivery of the vehicle for tax purposes.  The dealership made the decision to sell the vehicle due to this delay and the fact that only a deposit had been made and no contract signed.  We could not be sure if ************ would actually take delivery or not.
  
  We apologize for the situation, but felt we needed to make this business decision.  As described in his complaint, we tried to offer other vehicles and avenues to make similar deal, which were all turned down by ************* 
  
  The dealership will still honor the original deal, if *********** wishes to still purchase the same vehicle.  If so, he can contact ********************* our General Sales Manager, and we can begin the process of finding a vehicle.  Due to production and recall issues, specific trim levels have become hard to find.  If this is not acceptable to ************, we are happy to refund his initial deposit.
  
  ************** can be reached at **************.
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec. 16th I went to Van Chevrolet working with **** in used cars to see a 2014 Jeep Compass. Earlier that day I was diagnosed with pneumonia and was only out while waiting for my prescriptions. Upon arrive at Van Chevrolet we asked for **** and was greeted by him. We asked about the Jeep Compass and was informed it was no longer available. We were questioned what we were looking for which was a medium to large vehicle for our family at which time we were suggested a beat up ***** Accord Sedan. We immediately declined and instead asked to see a minivan we saw on their website. We were ignored and **** continued to push the ***** Accord. We declined again. My wife and I then asked about a 2006 ***** Z71 Silverado priced at $6600 approx closer to $5500. We were told he would go look for it and when he returned he returned in the same ***** Accord that we had declined several times. This irritated me and the pneumonia was starting to make it difficult to leave. I was in the car about to leave when all of a sudden he proclaims he found the truck we had been asking for all along and if we wanted to see it. I informed him I am having trouble breathing but if he wanted to bring it to me I would look. I checked it out and identified a few issues including a headlamp wire ran through the door jam as well as the gas gauge not working. I said if they were fixed I would buy it and they agreed. I sat down with **** and the **** dollar truck magically became ***** on paper, I like it well enough so I agreed. When I sat with finance the amount on the contract came to **** approx. I asked to confirm and it was. 2 days later I called to confirm price again and it was ****. I went down today and was forced to pay an extra 600 dollars totally ***** and was not giving the option of canceling the sale. Upon taking delivery found the gas gauge was NOT fixed. The camper shell that came with the truck has no key and I was told tough luck. Tried filing a complaint but they cant be reached.

  Business response

  12/29/2022

  
  December 29, 2022
  
  
  
  Response to complaint # ******** **********
  
  
  
  We are in receipt of the complaint filed by ************************ on December 28, 2022.  This was labeled as a 2nd request, however we were never notified of the first request.
  
  Upon researching the matter, it was determined that a conversation had already taken place between ************************ and our General Sales Manager, **********************  Per this conversation, an agreement was agreed upon and Van Chevrolet has issued a check in the amount of $932.22.  This represents final settlement of this matter.
  
  If there are any questions, I can be reached at *************.
  
  
  Regards,
  
  ***************************
  Controller

  Customer response

  12/29/2022

  I have reviewed the response made by the business in reference to complaint ID ********, ***** and I have spoken over the course of the entire week! I had to fight and argue to get the 932 returned due to THEIR over charge. ***** also promised to repair the oil leaks in the vehicle a promise he has twice now tried to avoid fulfilling and has even flat out refused to honor informing me he isnt responsible for agreeing to a text message because he didnt read it fully. My response was you are a GM how are you going to agree to something without fully reading what you agreed to and under law you agreed your laziness to read and fully comprehend is not my problem. He agreed and I expect him to hold up to his agreement as well does the ******* Lemon Law this is very specific on the length of ownership or travel put on the vehicle as to when ALL items are covered.  As of 12/29/22 I still do not have access to the 932 refund since my bank placed a 10 day hold on the check and still do not have a fixed running safe vehicle. ***** has personally insulted me, shamed me for buying a used truck and not new telling me I shouldnt expect a perfect vehicle in of which time I told him I dont expect a perfect vehicle I expected a safe reliable used truck from a new car dealer not some c*** that breaks down the moment I get home and cant use. 

  Business response

  12/30/2022

  
  December 30, 2022
  
  
  
  Response to complaint # ******** ********** 2nd response
  
  
  
  We received the follow up response by ************************ dated December 29, 2022.
  
  Upon speaking with **************, it was determined that Mr.*********** ******* was in our shop at which time we replaced the entire oil pan as well as replaced the rear main seal which stopped all leaks.  The ******* was then returned to ************************
  
  Based upon this information, we feel that the issue with *********************** is now closed.
  
  If there are any other questions concerning this matter, I can be reached at ************.
  
  Regards,
  
  ***************************
  Controller
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased new Bolt EUV on 11/10/22.They charged the usual $499 doc fee only to s**** it up-wrong value reported and stated the bolt was a gas vehicle instead of an EV, so we had to spend over an hour at DOT to get a replacement title, registration and 2/3rd's of the wrong registration fee refunded. Sales Mgr. ********************* initially said we would get a c/b- we didn't and he as well as sales supervisor have refused to respond to emails and voice msg's requesting a c/b, some consideration for charging us for a service we had to do ourselves.

  Business response

  12/19/2022

  
  December 19, 2022
  
  
  
  
  Response to complaint ******** *******
  
  
  
  We are in receipt of the complaint filed by ****************** dated December 15, 2022.
  
  Upon researching the issue, it was found that the dealership did make a mistake in the registration process and had already begun to fix it.
  
  We will be reaching out to ****************** to discuss a partial refund or the mats he mentioned in his complaint.
  
  If there are any further questions, I can be reached at **************.
  
  
  Regards,
  
  ***********************
  Controller
  

  Customer response

  12/19/2022

  
  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

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase a service agreement and were told that it would cover all maitence that our vehicle would need for 5 years. We went to use it for the first time last month to be told it only covers oil changes. We purchase this for **** for oil changes. We would have never agreed to this. I have also requested to speak with finance department 3 times in the pst week and no one has returned my call. They are avoiding to talk to me.

  Business response

  12/01/2022

  
  
  December 1, 2022
  
  
  
  Response to complaint# ******** Coyolt
  
  
  Upon receiving the complaint on November 28, 2022, our customer service representative made contact with **************** directly.
  
  The discussion included the dealerships promise to send her copies of all of her deal paperwork.  There seems to be confusion over exactly what service contract was actually purchased and what is covered by it.  It was also explained that if **************** no longer wanted the service agreement, she could call and cancel directly with the carrier.
  
  If there are any further questions, I can be reached at **************.
  
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Below are highlights- details in attached I purchased the truck on 10/3/2022. I started working with ****** then ***** (Director of Sales) had reached out to me about the truck. We agreed on a price in the middle of what I was asking and what he was asking (closer to what he was asking). When I had mentioned the deal that ****** made in regard to the bedliner ***** started to back pedal and mention the certification to be CPO was $1800 and to redo the bedliner was close to $1000 you cant have both. He told me that I cant have the bedliner redone, if I want the certification on the truck, even though it was advertised as already certified. He stated that is just how they advertise that when it says CPO that means certification is available if you pay extra for it. Basically threatened to go back to original price and call it a day I went to Finance and dealt with **************** After reviewing the paperwork/sales invoice there were multiple discrepancies on numbers we had discussed and agreed to.Discrepancies on the finance part 1.1.No mention of additional cost for the Club Plus and GAP- This was advertised under the price of the *** (Premium wrap)- when you look at the bill of sale, those two costs arent even itemized there 2.Term of loan on GAP does not match term of loan payment.3.Term of loan payment is longer than agreed to 4.*** was advertised as 5yr/100k mile, in the paperwork it shows as 4yr/100k mile 5.No paperwork on the ***/Club Plus to describe what is and isnt covered or engagement Other issues since purchase 1.Tires were dry rotted/crack- I had to purchase new tires/alignment 2.The tailgate will not lock via key fob or physical key 3.Dome light doesnt work 4.Infotainment screen has blacked out 3 times (eventually turns back on after a couple of minutes)5.Truck only came with one key/key fob so I had to have a 2nd set made No callback from any Sr ********** I tried to reach (GSM ************ and managing partner **********)

  Business response

  10/27/2022

  
  October 27, 2022
  
  
  
  Response to complaint # ******** *****
  
  
  Upon receipt of the complaint, our customer service administrator reached out to ***************  We are currently in discussion with him to resolve the issues to his satisfaction.
  
  If there are any further questions, please contact ***************** (CSI) or myself at **************.
  
  
  Regards,
  
  
  ***************************
  Controller
  

  Customer response

  11/01/2022

  Neither of the automatic reply options were accurate for this complaint 
  Yes, ****/Van Chevrolet did reach out to me but nothing has been resolved at this time. I am still awaiting her callback. Please do not close this as resolved
  
  *******************
  ************

  Business response

  11/10/2022

  ************** did speak to **** our CSI person and also to ******************************* our finance producer on the deal.   He explained to ************** that he could either keep the current coverage or cancel it.  We have not heard anything back since that conversation.

  Customer response

  11/10/2022

  Yes ***** finally called me back after a month of multiple voice mails left. We talked on 11/5/2022, I provided my issues and then never heard back from him until I had to reach back out to him on 11/9. He sent me the paperwork to fill out to cancel one of the coverages. The Zaktek coverage he advised me cant be canceled

  Business response

  11/22/2022

  As ************** stated below.  He was sent the cancelation forms.   It is up to him at this point whether to complete them and submit them.   Based on his experience, I would be happy to refund his Zaktek, even though that is not normally done.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a 2014 gmc ****** June 6th 2022. Within 6 days of the purchase date I returned the vehicle to the service department due to a very loud noise coming from the motor whenever I drove the truck. I purchased a $4000+ bumper to bumper warranty and was assured that if ANYTHING happens to bring the truck in to get fixed. I was sure that they were honest and trustworthy based on my buying experience. After waiting 7 days for the truck to be returned they called and said to come pick it up because it was fixed. I arrived to pick up my truck to find the same noise now even worse occurring upon startup and lasting into my trips. I again brought the vehicle back asking why it was unchanged and they told me it has an exhaust leak and broken bolts on the exhaust manifold. I said why did you tell me it was fixed he said its not covered by my warranty. So they kept the vehicle for 3 more days and returned it to me unchanged and still defective. They even told me that my vehicle was safe to drive and the issue would not cause any harm. This is so outright wrong and everyone knows you dont keep driving a broken vehicle. So I purchased a very expensive warranty In hopes of protecting my investment on to find out it was snake oil. He even said that sometimes you just have bad luck when you buy a car- ***** internal manager.Seems like a very insulting thing to say its bad luck to but vehicles from your dealership. The truck is still broken . I literally brought it back 6 days after purchase and they still did nothing to fix the truck I just bought from them. I traded in my truck as well for this gmc and I feel completely taken advantage of and also insulted by being told I had bad luck. At the end of the day I feel wronged and insulted. Statements like wel you bought a 2014 with ******* miles what do you expect from the service department and you just had bad luck and also the fact that they told me it was fixed being a flat out lie. Never again.

  Business response

  10/20/2022

  
  
  October 20, 2022
  
  
  
  Response to complaint ******** *****
  
  
  We received Mr. ****** complaint dated October 12, 2022.
  
  Since we received it, our customer service administrator has attempted to reach out several times via telephone to ************** in an effort to discuss and resolve his issues.  She has not been able to contact him and messages have not been returned.
  
  We would ask that ************** please call the dealership and speak with Ms. *************** It would be our desire to trade ************** out of the vehicle and find him something else.
  
  Ms. ******** can be contacted at **************.
  
  
  Thank you
  
  ***********************
  Controller

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I purchased a new vehicle from Van Chevrolet on 2/6/21. The purchase price included $3,400 for a Mechanical Protection Plan (***) Platinum with Care Warranty and Service Contract and $1,000 for Club Plus (The Plan). Our *** Service Agreement (attached) shows a 7 year (84 month) or ****** mile duration for The Plan, whichever comes first. We paid ********** sales tax of ****% on the $1,000 Club Plus, making $80.50 in sales tax and $4,480.50 total payment for The Plan. The $4,480.50 was part of our total purchase price for the Suburban, and we financed the total cost through a bank at ****% over 72 months.In early October 2021 we checked the *** website and noticed that The Plan had a term of 3 years and ******* miles, and The Plan did not include the Care maintenance package. We have been trying to resolve the discrepancy in the terms with Van Chevrolet since October 2021. We have had multiple face-to-face and phone conversations with Van Chevrolet since then, and during every conversation Van Chevrolet tells us that they will resolve the issue. Our interactions with Van Chevrolet are detailed in the attached complaint write-up.As of today 10/1/22, the *** website still shows 6 years (72 months) and ****** miles for The Plan. Van Chevrolet entered into an agreement with us for 7 years and ****** miles.It has been nearly 20 months since we purchased The Plan, and Van Chevrolet has not given us what we paid for. We are beyond frustrated that Van Chevrolet has avoided their responsibility to resolve this matter. More importantly, we were fraudulently sold a product that does not exist, and Van Chevrolet is in breach of contract.At this time, we are demanding that Van Chevrolet writes us a check for $4,972.46 to reimburse us for The Plan. This amount includes the principal cost of The Plan plus the interest we will pay to the bank over the life of our loan.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer beware!!!!!!!! We purchased a 2020 ***** Traverse from this dealership from ******* and part of the condition of our purchase was to get all dings and paint chips fixed and that was also captured on the We Owe. After about 8 trips to the dealership and 5 months later they finally were going to get it into a shop to be done and repaired which the salesman gave multiple excuses along the way. Plus to add insult to injury they refused to provide us with a loaner. We learned that instead of putting it in their body shop in the back, they took it to Van's collision center around the corner from their dealership for the pings and touch-*** to happen. We check on our car on Saturday, September 24, it sat there for a week because they were never provided we owe by the dealership we had a copy in the glove ***** which is what they needed to start work on our vehicle. The touch-up paint was shotty at best looked like someone took white out to it. The estimator told her to do it right, they would need to repaint the bumper which the dealership refused. My car looks horrible where ************** touched up and this has been a very poor experience altogether with this dealership. The only reason we bought this car was based on the promise that we would never be able to tell that any paint chips or pings existed. Which was a bald-faced lie! Now I am taking time out of my day to do a complaint because of their lack of ability to make things right. Very poor customer service indeed but that is possibly why they have a D- rating.

  Business response

  10/06/2022

  
  October 6, 2022
  
  
  
  Response to complaint # ******** *****
  
  
  We are in receipt of the above referenced complaint made by ***************
  
  Upon contacting her directly, we made arrangements and have successfully taken her out her vehicle and put her in another that was satisfactory to her.
  
  If there are any further questions, I can be reached directly at **************.
  
  
  
  
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early in the year I traded in with Van Chevrolet a late model pickup truck for a new Chevrolet Blazer, there was approximately ******* dollars difference in my *****, in financing department I was hustled thru the final service so fast I ended up only coming to me ****** dollars, these maintenance items cost most of the end amount, I will accept the intention on my part but not the hustle. I have not received the ****** and it has been several months past. I was never given the courtesy of going over the vehicle operations by anyone and I have complained to Chevrolet and Van but have not heard from anyone, including the payment since the purchase earlier in the year.

  Business response

  10/06/2022

  
  October 6, 2022
  
  
  
  Response to complaint # ********  - ****
  
  
  We are in receipt of the above referenced complaint made by *************  Both our **************** coordinator and his salesperson have tried to reach out to him via telephone multiple times and have been unsuccessful.
  
  If ************ would contact us we would be happy to try and resolve his issue.  I can be reached directly at **************.
  
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is in reference to a truck purchased Jan 2022. I bought my first truck here, beautiful CPO 2017 Silverado. I was sold on a $4000+ BUMPER TO BUMPER warranty as well. I thought I would be safe of any repairs having to be done, the finance guy who wont sneer any emails advised me my copay would be the only thing i have to pay. Mind you, I spent over $4000.00 on this BUMPER TO BUMPER warranty. Part of the deal was if I bought the truck right there and then all the cosmetic work would be taken care of by the dealer.After signing the papers, my sales rep( who I wont name due to the fact that he happens to be a managers son), told me my truck would be ready in a couple days. Fast forward a couple weeks of endless calling the shop(who was great btw!) and my sales rep never answering it was finally ready for pick up. The truck has been working great but fast track to today. After a week of problems I took my truck to a dealership. I was not worried but I bought a $4000+ bumper to bumper warranty. Well looks like the truck needs a new battery THAT IS NOT COVERED UNDER THE BUMPER TO BUMPER WARRANTY. I had to pay $259.00 for something I was told would be covered. I was specifically told I would not have to worry about anything for the next 4 years because of this warranty. Sounds like I was told something I wanted to here just to make a sale. Will never buy a car here again, I deal with 10+ customers a day locally. Thats an average of 50 customers a week I will be telling to never use this dealer. Extremely unacceptable and I hope someone can make this right.

  Business response

  09/28/2022

  9/28/22
  
  
  Response to complaint #******** - ****
  
  
  
  
  We are in receipt of the complaint filed by ************ dated September 20, 2022 and have looked into the facts and situation that occurred.
  
  Upon speaking with our ******** Service Supervisor, ************ agreed to accept our reimbursement of $290.00 for the replacement battery.
  
  If there are any further questions, I can be reached 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. ↩