ComplaintsforVan Chevrolet

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car dealership never registered my car for DMV from 06/09/22 sale. Tried to get it today and they gave me a run around again. Not having proper plates could cause me legal issues but they are not doing anything to resolve.

  Business response

  08/04/2022

  
  August 4, 2022
  
  
  Response to complaint # ******** ********
  
  
  We are in receipt and have read the complaint filed by ******************* dated August 4, 2022 and concerning the registration of her vehicle.
  
  Upon investigating the issue, it appears there was an internal communication problem with the registration paperwork.  The finance person never issued a temporary registration which is necessary to process the permanent title work.  Once this was known and figured out, we processed the title and registration paperwork the same day (August 3, 2022).
  
  ******************** should be receiving her paperwork directly from the *** any day now.
  
  We apologize for the inconvenience and the delays in this matter.
  
  If there are any further questions, I can be reached directly at **************.
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went to Van Chevrolet on 07/12/2022 to look at purchasing a used 2013 ***** Traverse. I found the listing for the car online for $11,900. I went to the dealership, and asked to take the car for a test drive. When I started driving, the salesman-Chase told me I wasnt allowed to drive the car on the highway. We got back to the dealership; and he told me that the car was in great condition and there was nothing wrong with it. I was interested in buying the car, and when I went inside, I was told the car was actually listed for $14,000. I said I wasnt going to pay that, as it was listed for $11,900 and thats what I came here for. They initially agreed to honor that price. Then they tried to add on all kinds of thing. Ended up asking for a manager and got a very rude and condescending guy named *****. ***** talked up a big storm and ended up having to insert his foot in his mouth and give me the vehicle for $13,000 out the door. But then they said I couldnt take the vehicle because it needed to be inspected, and I could pick it up on the upcoming Saturday. I got a call from them on Saturday saying they messed up the paperwork, and I couldnt get the car until Monday, but they would deliver the car to my house. Chase wouldnt come to my house, and I had to meet him 30 mins away. Just on the drive home, I noticed a bad shaking/vibrating and grinding noise in the car. Called them, and they said I had to drive it all the way back to them (2.5 hours away). They had the car a week and said both motor mounts were broken off and the struts were bad. ***, another salesman said that they should have never let the car leave the lot in an unsafe condition like that. I drove THREE MILES down the road after that, and the engine overheated. Took it back again, and said I didnt want the vehicle as they misrepresented the mechanical condition of the vehicle. They said they wanted to look at it again. I said I didnt want the vehicle as they were deceptive in more ways than 1.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On April 16th 2022 at approximately 11:04 AM I was finalizing a deal to purchase a New 2022 ***** Tahoe. The finance person *************************** ************** commented that the *****s were not as reliable as the ****** I was trading in and suggested a 7-year ******* mile extended warranty from *** for $2,775.00 The Tahoe was for my wife so I texted her to confirm she wanted the coverage. She agreed and we finalized the deal. The car was supposed to be delivered a few weeks later. On May 5th 2022 I returned to Van Chevrolet to purchase a new 2022 ***** Silverado for myself. while finalizing the deal with ************************* ******* and I requested the same coverage for my Silverado. The receipt I was provided for the extended warranty is missing plan details.Due to quality control issues at the factory, the Tahoe we originally agreed to purchase was delayed indefinitely. On June 23rd we contracted to purchase a different Tahoe that was at the train yard ready to be delivered. I was told the exact same deal would be put together for the new Tahoe. This time I was asked to sign electronically and did not receive an itemized receipt for the service plan.On July 25th, 2022 I setup login credentials on the *** (Mechanical Protection Plan) website and found that the coverage for both vehicles was only for 4 years and ****** miles. ***** no circumstances would I agree to purchase a 4 year ****** mile extended warranty on a brand new car covered by the manufacturers 3 year ****** mile warranty.*** provided a copy of the receipt for the Silverado plan that has numbers written in that do not appear on my copy of the receipt. I did not receive a copy of the electronically signed contract for the Silverado.I am unable to scan legal length documents but am happy to provide my hard copies.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new truck that was defective 2 weeks ago.The truck had to be returned per the finance company GM finance.GM finance assisted me by not funding the loan because I was unhappy with the vehicle.When I returned the truck to the dealership,The sales manager refused to return my $5000 down payment and the dealership refused to return $4000 worth of aftermarket equipment I installed on the truck.They also charged me $600 for a tire service that they told me was complimentary.

  Business response

  09/13/2022

  To whom it may concern:

   

  The above referenced complaint was closed by your office due to the time constraint placed on it.  This email is to update you that the $5000 down payment sought by ********************** has been sent to him.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a truck from them, and they added on so many different charges that I did not even know about until I saw that there was a higher amount on my loan balance by over $10,000. I then went down there multiple times after trying to contact them with no responses to get any information since they never gave me a copy of the contract I signed when I bought it. That was when they told me they don't keep copies and that the bank would have that information. Once we got the information the bank had copied and mailed to us, I saw that there was so much that was added on to the price of my truck that I never agreed to. This lead me to going down there today and asking for it to be removed because I have a paper that the no box is checked stating we do not want that. This was when the ****************** told us that the platinum option was added to my truck, when the only thing I agreed to was the *** protection. There are 6 additional charges that I did not know about nor agree to.

  Business response

  07/26/2022

  
  
  July 26, 2022
  
  
  
  Response to complaint # ******** ******
  
  
  
  We are in receipt of the complaint referenced above and dated July 14, 2022.  Upon receipt, our ******** Service Administrator reached out and discussed the issues with ****************.
  
  As the deal was completed in February 2021, over a year ago,there isnt much that can be done at this point in time as far as the additional coverages that were purchased.  It was explained to **************** that he could cancel those products at any time and receive a pro-rated refund of the purchase price.  Additionally, the proceeds of such cancelations would go to the original lienholder unless the car had been paid off and/or refinanced with another lender.
  
  If there are any further questions concerning this matter, I can be reached at **************.
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently bought two vehicles from *** ***** in ********** **. A 2022 suburban and a 2022 silverado. They were bought on the same weekend and the issue I am having us with the silverado. On may 22 I signed paperwork for the silverado which included basic car buying thing such as payoff amount of the vehicle I was trading in, new payment information, and interest rates...etc. standard stuff when buying a new car. The truck was delivered to me on June 1 and I had to resign paperwork because they had the wrong address when I initially signed paperwork on May 22. According to the finance member (******), they had 14 days to get my traded vehicle paid off. The on the 16th of June I started making calls because they payoff was not sent in and I had not made the payment due on the vehicle I traded in because if *** ***** had sent the payoff in the allotted amount of time that is their policy there would be no issue. The payoff was never sent off so I now have a late payment on my credit report and their solution was to send a payment to my bank for the amount I owed that month. On June 23rd there was a payment posted to my account that was considered late from *** ***** but it was not the total payoff. It is now July 6 and I have been told by ****** the finance member I have been dealing with that the payoff was overnighted on June 28 approximately and it has not been recieved by the bank who my traded in vehicle was financed with. Do it's been well over a month and now late payments are on my credit report and my traded vehicle still has not been fully paid off and the next payment is due in 5 days for a vehicle that I have not had for over a month. I would like my traded in vehicle to be fully paid off as was guaranteed by them and I want my credit report repaired. I also have my new vehicle payment due in a week and have no idea who it is financed through and have not received anything in the mail from my new finance company to set up my payments for the new vehicle.

  Business response

  07/14/2022

  
  July 14, 2022
  
  
  Response to complaint # ******** *******
  
  
  
  We are in receipt of the complaint filed by ****************** dated today, July 17, 2022.
  
  In reading through the complaint, ****************** is omitting a few of the facts surrounding the deal.  First,the delay in making his payoff on the Silverado deal was due to the fact that the dealership was having a hard time finding a lender that would finance this second deal.  ****************** was made aware of this and was kept up to date through every step of this process (which is also the reason he did not know who his new lender was).  Included in the paperwork for this deal, it is clearly stated, that the customer is responsible for trade payments until the transaction is 100% complete.
  
  Because of this delay, Van Chevrolet made a payment on ******************* loan as a courtesy to him, even though we were not obligated to do so.  The Silverado deal was approved on 6/28, approximately a month later, and the payoff was sent the same day.
  
  We apologize for the delays and any confusion, however when purchasing multiple vehicles at the same time, lenders are generally tougher to gain approval from and they will scrutinize their lending requirements even more carefully.
  
  At this point in time, the trade has been paid off and a lender found for the Silverado deal.  If there are any further questions, I can be reached directly at **************.
  
  
  Sincerely,
  
  
  ***************************
  Controller
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I traded in a leased vehicle at the store well over six weeks ago. They never paid the lease off with GM Financial and I had to make another payment and I almost got reported 30 days late on my credit. I have called the store numerous times and they keep promising they are going to do it. I just called GM Financial this morning and the car is still not paid off.

  Business response

  07/14/2022

  
  July 14, 2022
  
  
  
  
  Response to complaint # ******** **********
  
  
  We have received Mr. *********** complaint dated July 5,2022 concerning the payoff on his vehicle that was traded in.
  
  Upon researching the issue, it appears that as of this date,his payoff has been made.  We apologize that there may have been a delay or confusion as Mr. *********** name did not appear on the vehicle that was purchased, only his trade which may have caused additional questions and time.
  
  If there are any further questions about this transaction, I can be reached directly at **************.
  
  Regards,
  
  ***************************
  Controller
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled service for 6/13/2022 due to excessive brake squeaking on 2021 GMC ****** **** HD AT4. Service advisor refused to complete work per GM ***************** Bulletin 20-NA-020 to correct the issue.

  Business response

  06/14/2022

  
  June 14, 2022
  
  
  
  Response to complaint # ******** ****
  
  
  
  We are in receipt of the complaint filed by ************ dated today, June 14, 2022.  This complaint is in regards to repairs for his 2021 GMC Sierra **************** speaking with those involved with the transaction,unfortunately the problem is not with Van Chevrolet Buick GMC, but General Motors.  ************ is correctly stating the service bulletin that applies to his vehicle and his issue with it brake noise.  GM has authorized dealers to correct the problem and will pay for new brake pads to do so.  However, the brake rotors on ************** vehicle are badly warped and need to be turned.  This process is specifically not covered under the service bulletin, and ************ would have to pay for that repair out of pocket.  (Rotor turning is never covered by the factory)
  
  We completely understand ************** displeasure with this answer, however we cannot give away free services to customers or we would not be in business very long.  Our suggestion, if ************ still wants these repairs done, would be to seek reimbursement directly from General Motors. 
  
  If there are any further questions regarding this issue, I can be reached directly at **************.
  
  
  Regards,
  
  ***************************
  Controller
  

  Customer response

  06/14/2022

  Brake rotors on the vehicle are not warped and do not need to be turned. This was an attempt by Van to upsell services that were not required. The vehicle rotors are currently being evaluated by another ASE/GM certified technician. 

   

   

  Business response

  06/23/2022

  June 23, 2022

   

  Van Chevrolet stands by our initial response to the complaint.  We understand that the customer may not agree with our findings, however we would not recommend any work or services that we feel are not necessary to make proper repairs to a vehicle.

   

  Regards,

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

  Controller

   

   

• Initial Complaint

  05/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I took my car in on 05/02/2022 to have the passenger airbag replaced due to a recall. When I picked my car up, the area of my dashboard where the airbag is, is cracked. I emailed *** at *************** when I got in my car and looked it over to inform him. He has not responded 2 weeks later.

  Business response

  05/17/2022

  May 17, 2022
  
  
  
  Response to complaint # ********    ********
  
  
  We are in receipt of the complaint filed by ******************** dated May 17, 2022.  Upon receipt, all parties in the service department that were involved were talked to regarding the complaint.
  
  The service advisor for this transaction, ***************,indicated that he specifically spoke to ******************** regarding cracks that were already present and indicated to her that this was a common General Motors issue, and that damage, or in this case further damage, would not be covered under the warranty recall work.  We have attached the General Motors bulletin that specifically states this to this response.
  
  The repair was completed, and as was explained was possible,some additional cracking did occur.
  
  We fully understand ******************** dissatisfaction with what has occurred, however again, it was fully explained to her that this was the potential outcome with the repair.
  
  If there are any further questions concerning this matter, I can be reached directly at **************.
  
  
  Regards,
  
  ***************************
  Controller

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refund the money for the wicker build an cancel all warranty on both cars we brought in February and March an Refund the over charge for tax tags and license on the 2nd new car we brought for 2 months I have been trying to get them to install the wicker build for the camaro first they say it's on back order general motor told me it's no back order now they tell me it don't line up have taken the car there 3 or 4 time an they keep it all day then say it don't line up I ask to see the part they just say it's the one you wanted an not show it to me

*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. ↩