ComplaintsforVan Chevrolet

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 13, 2022 I took my Buick LaCrosse to Van Chevrolet/Buick to have the oil changed. I was responding with a coupon sent by Van offering a $49 oil change which included an inspection and tire rotation. I was shocked when I was presented with a **** for $268. They had added an oil filter at 10 times the retail price for a GM filter and an engine air filter at 5 times the retail price. No other repairs were made. They charged me for the tire rotation and the inspection. There was no sign of any discount for the $49 coupon. This dealership is clearly praying on the elderly (I am 80) with outrageous **** *** and misleading coupon offers.

  Business response

  02/17/2022

  February 17, 2022
  
  
  
  
  RE:complaint # ******** *****
  
  
  
  We have received ************** complaint dated February 17, 2022.
  
  In reviewing the invoice, ************** was incorrectly charged for the tire rotation.  We apologize for that confusion and will be issuing him a check in the amount of $20.05 to reimburse him that full cost.  The check will be mailed to that address show on the complaint.
  
  The other items that ************** referred to in his complaint are correct.  He was charged for both filters which were not part of the coupon offer and for which he approved.  Additionally, the coupon price of $49.95 was honored and shown correctly.  Using ************* copies the total charge for the oil change was $65.38 shown as TOTAL LINE A.  On the final page, there is a deduction (shown as LESS INSURANCE) of $15.43 which is the discount off the line A charge net amount of $49.95.
  
  If there are any further questions, I can be contacted directly at **************.
  
  
  Regards,
  
  
  ***************************
  Controller
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As there are bot enough characters to put everything here, i have attched documents. I have been back and forth with Van Chevrolet with getting done what the said they would get done. I purchased a car for my son from them on 6/05/2021 and di not receive possession of the car until 7/7/2021. During that time I was called multiple times stating that it would cost too much for them to fix the car where it would be safe to drive. They offered to locate a different car foe for. Not sure what happened there but Van Chevrolet called again saying that they would just fix the car. After picking up the car the fist time, it was returned due to not running correctly. There are more detailed notes in the attachment. They kept the car foe another month saying that they drive the car lots of miles and could not did anything wrong with it. They informed me that they also took it to a **** dealership. When I asked which **** dealership they took it to, I was told they didn't know. Looking at the paperwork from Van Chevrolet, the mileage is the same when they received as when they finally returned it to me. How can that be if they drove it lots of miles. ***** I wasn't getting any results I took the car toa **** dealership myself. As you can see in thr paperwork there is plenty wrong with the car. The car has only been in my possession maybe 3 months since the purchase. I am looking foe my $5,000 deposit back to cover having to fix the car myself. I tried disputing this transaction with my credit card company however, because I waited so long for Van Chevrolet to fix their promise, the time to dispute the charge had past. Please help me get my hard earned money back for a car that was not safe for my son to drive. My son and I have spent lots of money getting him to places such as work and the grocery store while Van held on to his car and did nothing with it.

  Business response

  01/19/2022

  
  January 19, 2022
  
  
  
  Response to complaint # ******** *****      (original complaint) #********
  
  
  
  We are in receipt of the new complaint filed by ************** regarding her used car purchase.  ************** does not raise any additional points of concern from her original complaint filed back in August 2021. 
  
  We understand that vehicle had a number of repairs that needed to be done, which they were, however a back order of parts caused the delays.  This was out of our control.  In August, the dealership issued to **************, two payments (a total of $356.12) to compensate for the inconvenience.
  
  ************** purchased an extremely aged vehicle, with very high mileage.  The dealership delivered the vehicle to her in a safe and saleable condition based upon our inspections.    Due to age and mileage, the vehicle would obviously not be in a new car type condition. 
  
  If ************** remains unhappy with her purchase, we would be happy to work with her to trade that vehicle in on something she would find more appealing.
  
  Again, we apologize for all the inconvenience for *************.  If there are any further questions, I can be reached at ************.
  
  
  
  Regards,
  
  ***************************
  Controller
  

  Customer response

  01/19/2022

  The dealership fixed nothing they said they would. I understand that I purchased an older vehicle. This isn't my first time purchasing a used car, I know how it works. The amount the you refunded me was for holding on to the car for over 2 months. That does not mean you actually fixed the issues. I would like compensation for the stuff Van chevrolet said they fixed but did not. You can not tell me that a computer can go out in 2 months or a control are would need replacement in that time frame either. Those are items that would not make a car safe to drive. If you did an inspection like you said, then you would have noticed they needed to be replaced. Your service department couldn't even provide the **** dealership that supposedly check the computer. During the time van chevrolet said the car was at **** i called various ones in that area and none of them had the car.
  
  This is not acceptable.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The classic Bait and Switch. I recently purchased a vehicle from Van Chevrolet and of course, I am totally disgusted by their sales tactics and financial practices. I built a vehicle online as a gift for myself for Covid nursing for the past two years. I wanted a Camaro 1SS and was told I was receiving a loaded 1SS for over 46k. I was told the vehicle did not have leather seats or a sunroof and I was agreeable with that because of the other options and larger engine. On delivery, I received an LT1 which has the same engine but is much cheaper than the 1SS. First, my credit was run through several (4 to 5) banks after I specifically requested to have my credit checked through Chase bank because I travel and bank with Chase. Although they are not my favorite bank they have branches nationwide. I was also told by the sales representative I wasn’t approved through Chase bank; therefore, I had to be run through different banks. While this information is completely false. I later contacted the loan department through Chase and not only did the representative laugh at this information with my credit scores ranging from 760 to nearly 800, but she also gave me the loan application number which showed immediate approval on December 2nd. I’m in a situation I didn’t think I would end up in and I will never purchase a vehicle at Van Chevrolet. I attempted to deal with Daniel in finance, Brian R. (manager), and Smiley E. (manager). Although they listened to my concerns and pretended to want to correct the situation no one has taken responsibility for blatantly lying and falsifying the price of the vehicle in my transaction. I know if I were a man I would have been treated differently and with more transparency in pricing. I was completely discriminated against and I was told I received a discount for being a hometown hero which I completely didn’t receive. Documentation is available. I am going to post the MSRP for the vehicle along with the actual cost I was charged.

  Business response

  12/30/2021

  
  
  December 30, 2021
  
  
  Response to complaint # ********
  
  We are in receipt of the complaint filed by Ms. ******* dated December 30, 2021. 
  
  In speaking with the General Manager regarding this issue, he stated that it was his understanding that all of these issues had been gone over and reviewed with Ms. *******.  He indicated that all items were in line with what she signed for and purchased.
  
  In an effort to foster a goodwill gesture toward Ms. *******, he has agreed to trade her out of the vehicle for the full price she purchased it at and find her a vehicle that is more to her liking. 
  
  If Ms. ******* wishes to resolve this matter in the manner described above, we ask that she please call General Manager, Matt C****** at ***** ********
  
  Regards
  Stephen F*****
  Controller
  
  
  
  

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Kind of a joke! The salesman was decent but the rest a mess. Sold me a vehicle supposedly under warranty, and claimed it was under warranty, but apparently when being transferred in from Canada the manufacturer voided the warranty. I only found this out because I had it in the shop for what would have been a warranty repair. Only ran me $1k+ out pocket. Second frustrating thing is they sold me an extended warranty on the premise it would get me to 120k miles with the current warranty, again that was voided. The finance person says theyll even come out and fix a flat tire under this warranty. First extended warranty claim, denied! Third, four phone calls and three voice mails with no return call. I wouldnt recommend anyone buys here unless your cool with shady finance people and a lack of knowledge for the product they sale.Long story short sold a vehicle supposedly under warranty and stated so. It was not!Vehicle required repair with a short period of time, and I have other issues.Finance officer misrepresented themselves and the level of extended warranty. Apparels and obviously all in *** effort to get a sale of the extended warranty.Four phone calls, three voicemails, and not a single call back. The only person that answers is reception.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2019 ************* 300 GLC Coupe from Van Chevrolet on or around March 08, 2021. At the time I was living and working in ***** and requested that the vehicle be shipped to me which was paid for at the time of purchase; roughly $1400. For days the promise date would get pushed back by Van Chevrolet; the date was pushed back more than a week. I then decided to hire a contractor to ship my car and was promised the return of shipping fees by *******************. Upon checking on the refund, he promised the check was in the mail. I never received it and reached back out, he stated that a new check was mailed and should be received shortly. I again never received the check and my problem was routed to his manager who stated that he would get my money back to me. I requested the money that I paid the contractor, which was less than the initial $1400 fee. I have text messages proving that my salesperson stated he would cancel their transportation and use mine. I have sent letters.

  Business response

  09/29/2021

  
  September 29, 2021
  
  
  
  Response to complaint # ******** *****
  
  
  
  We are in receipt of and have reviewed the complaint filed by ************** on September 28, 2021. 
  
  In researching the matter, the issue seems to be that of an initial delay in obtaining a shipping company to get the vehicle to ************** in Texas after she purchased it.  Ultimately, she began looking for her own shipper, which she apparently contracted with, however before that actually occurred, the company we contracted with (and paid), picked up the vehicle from us and delivered it to her.  Attached is a copy of the **** and the **** of lading for shipment.
  
  The communication breakdown was unfortunate, however ************* needs to be refunded by the shipping company she paid that did not actually deliver the vehicle.
  
  If there are any further questions, I can be reached at **************.
  
  
  Regards,
  
  ***************************
  Controller
  

  Customer response

  09/29/2021

  This is an absolute lie. The text messages that were attached to my original complaint show that ******************* agreed to cancel the transportation as they kept pushing back my date. I paid for a service and they did not deliver on time as promised. Further, agreeing to use my transport AND agreeing to refund my money. There was no miscommunication at all on my behalf. Also, why was a check promised on numerous occasions? I too have a **** of lading showing proof of delivery by my contractor which by the way I can prove was requested from both **** and his supervisor for the intent of refunding my money. I had no contact with whatever contractor you hired thus leaving the burden on your company to cancel per my request, the paying customer. 

  Business response

  10/14/2021

  10/14/21

   

  A check in the amount of $1300.00 has been issued to ************** and sent to her ********** address.

   

   

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

  Controller

  Customer response

  10/15/2021

  
  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

  09/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction Sept 2nd, 2021. Forced into contract to purchase a 2021 Chevrolet 2500HD LTZ, because they wouldn't hold the vehicle with a deposit, before the vehicle was to be delivered to the dealership. They ran our credit multiple times, destroying our credit, limiting our chances to purchase a home. We have asked Van's ***************** ****** to terminate this loan, since we no longer want the vehicle that hasn't even arrived. Told us they couldn't because a bank already took the loan. We contacted the bank and they told us ******** could terminate the loan, but yet Smiley Elturk would not. Upon doing further research on what we were told was a NEW 2021 2500HD, we found out that the *** has been reissued and that it was purchased at auction prior to them selling it to us as a NEW vehicle. It's obvious this vehicle is not NEW, and that they lied to us about the vehicle. We want this transaction terminated for their lies, treating is unprofessionally (yelling@my wife), and the truck not here.

  Business response

  09/13/2021

  
  
  
  September 13, 2021
  
  
  
  Response to complaint # ******** ********
  
  
  We are in receipt of the complaint filed by ******************** onSeptember 10, 2021.
  
  Upon reviewing the circumstances, we have contacted theBlauvelts and have cancelled the transaction in its entirety.
  
  If there are any further questions, please do not hesitateto contact me at **************.
  
  
  Regards,
  
  ***************************
  Controller
  
  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Great experience with sales. However when we went to finance I explained that I had an over ********************************************************************************************** turned I received 4 hard credit pulls against me. They sent someone to my home to sign paperwork who obviously was not part of their finance department. I never received copies of my paperwork. Ive called left messages text and emailed and they seem to make it difficult for me to get copies of paperwork that I am obligated to have. It has been 2 months since I purchased and I have yet to receive all documents Ive requested.

  Business response

  08/20/2021

  Tell us why
  August 20, 2021
  
  
  
  Response to complaint # ******** - ******
  
  
  We are in receipt of the complaint filed by **************** datedAugust 19, 2021.
  
  I have spoken directly with the Finance Director as well asthe finance producer who processed your deal.  Document copies should be being made and mailed out to you in the nextday or two.
  
  If you do not receive these copies, please feel free tocontact me directly at ************** so I may follow up on it.
  
  
  
  
  Regards,
  
  ***************************
  Controller
  
  here...

• Initial Complaint

  08/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Non-responsive to customer questions and issues. Purchased a used 2006 ****** Sequoia from Van Chevrolet June 25, 2021.Client communications and post-sales follow-up have been non-existent.Consistent failed promises to call back, ignored e-mail messages and lack of response to any voice messages. I have received no response or resolution on any question or issue so far from anyone after numerous efforts.Most importantly. (1) The protection plan they sold me is not recorded with the company. They have no record of my vehicle. (2) A post-sales inspection resulted in them replacing cat converter with inferior aftermarket product that has already failed. Perhaps some or all of these have reasonable explanations or solutions but I cant get any response from Van Chevrolet.

  Business response

  08/20/2021

  
  August 20, 2021
  
  
  
  Response to complaint # ******** *********
  
  
  We are in receipt of the complaint filed by ****************** August 17, 2021.
  
  It is my understanding that ********************** is now in directcontact with our General Sales Manager, ********************* who is working on hisissues regarding the catalytic converter.
  
  If there are any further questions, I can be reached at**************.
  
  
  Regards,
  
  ***************************
  Controller
  
  

  Customer response

  08/20/2021

  
  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 within a reasonable amount of time and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

  Customer response

  09/01/2021

  I am rejecting the business response for the same reason I issued the initial complaint. 

  
  

  The business continues to be unresponsive to the issues I raised. Since Aug 17 when I was contacted by the General Sales Manager after issuing the BBB complaint I have not heard from him or Van Chevrolet or received any correspondence regarding resolving the issue. It is now August 30 and after repeated attempts to determine what action Van Chevrolet will take to address the complaint I have received no response. While I might allow the lack of contact as an indication of a busy office it has been my experience since purchasing the vehicle that this chronic refusal to discharge the simplest of customer relations - to actually talk to their customers - is simply the way they do business. Past complaints with the BBB about Van Chevrolet seem to confirm that in many instances. 

  
  

  The MPP issue has been resolved after 2 months of effort - whether by Van Chevrolet or just the passage of time.

  
  

  The issue with the catalytic converter they installed that is throwing up codes has not been addressed; either verbally or materially. This isn't a difficult problem to resolve one way or the other and these complaints would be unnecessary if Van Chevrolet simply communicated with its customers. 

  
  

  I simply need to know whether they are going to address this issue or not. And if so, how and when? 

  
  

  Attached is the email correspondence thread from initial contact requesting status of issue. I've also left a voice message for their Controller three days ago and still no response to date.

  
  

  Business response

  09/15/2021

  September 15, 2021Response to complaint # ******** BergemannWe are in receipt of the rebuttal complaint filed by ********************** dated September 1, 2021.It is my understanding that all repairs have been completed on Mr. ********** vehicle at absolutely no cost to him. We, again, apologize for any confusion or mishandling of the situation that occurred in correcting this issue.If there are any further questions, I can be reached at **************.Regards, ******* FisherController

  Customer response

  09/16/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this resolution is satisfactory.  Van Chevrolet has addressed my concerns adequately and I appreciate thier attention to the matter.

  In the future, they might consider that improved and prompt customer communications would do much to foreclose the involvement of third parties.
  
  Regards,
  
  ***************************
  
   

  
  

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a used car from Van Chevrolet on June 5, 2021. I was told they needed 3 to 5 days to pre certify the car and fix any issues with it. After 7 business days I contacted the dealership in which the car as still not ready. After putting up a fuss I was provided a loaner car until mine was ready. On July 7, 2022 I was informed the car was ready. After driving the car for 6 days the it was noticed that the engine light comes on at 60 to 65 mph. Made an appointment to go back July 15, 2021 and was told to make another appointment to being it in to be fixed. After fighting with the dealership for a week the care went back to the shop on July 26, 2021. It is now August 10, 2021 and my car is still at the dealership. No one will call me back or give me an update on my car. In the meantime I have paid $5,000 down and currently making monthly payments of roughly $179 on a car that was in my possession for about two weeks. I either want my money back and the loan paid off or my car.

  Business response

  08/16/2021

  
  August 16, 2021
  
  
  
  Response to complaint # ******** - *****
  
  
  
  We are in receipt of the complaint filed by ************** regardingher used car purchase.  Upon aninspection, we found items that needed to be repaired by a local Forddealer.  Unfortunately, as is the casewith many manufacturer parts at this time, there are lengthy back orders onsome parts.
  
  It is my understanding that **************** vehicle is completedand available to be picked up. 
  
  Additionally for her inconvenience in this matter, we willbe sending to her a check in the amount of $356.12 which represents two monthlypayments for her purchase.
  
  Again, we apologize for all the inconvenience for *************.  If there are any furtherquestions, I can be reached at ************.
  
  
  
  Regards,
  
  ***************************
  Controller
  
  

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We went to purchase a truck at Vans Chevrolet. Everything went well until we got to finance. We signed the contract and didnt get a copy of anything. Our truck wasnt there yet so we figured we would get a copy when we picked it up. Well we didnt! We emailed and text and left a Voicemail for ****** in finance and ********************* and never got a call back. After several attempts we finally got an envelope and upon opening it the numbers are so light you cant see anything! Its like they are trying to hide something!! So I called today and sent a text to our sales person there to get a clear copy where we can see everything and still nothing. I also found out today that they used our refund of $1957.40 that we NEVER agreed upon. Without clear paperwork we are also unable to get a refund for our GAP. I am tired of trying! It is against the law to not give us our paperwork. Lastly we have them our correct address 1 million times and they still put our old one on everything!

  Business response

  08/16/2021

  August 16, 2021
  
  
  
  Response to complaint # ******** White
  
  
  
  We are in receipt of the complaint filed by Mr. and ************** on August 11, 2021 regarding their vehicle purchase transaction. 
  
  First, we apologize for some of the miscommunication thathas occurred.  It is my understandingthat new copies (made as dark as we could get them on the copier) have alreadybeen sent out to the Whites.
  
  A second point regarding cancellations being used as part ofthe part of the down payment on the deal can be cleared up with the documents attached.  The first two pages clearly have ******************* on them as authorizing used of the funds as part of the down paymentand the second form being the actual cancellation form itself.  Additionally, there was a total of $44.54that was unused and a check cut and mailed to the Whites for that refund.
  
  As for the address issue, now that all documents have been processedby all the parties involved in this transaction such as the lender, MVD, etc.,it would be much easier for the Whites to simply contact these agencies andrequest an address change.  We apologizefor that mix-up on our end. 
  
  If there is anything else we can do, I would be happy to tryand assist the Whites I can be reached directly at ************.
  
  
  Regards,
  ***************************
  Controller
  

  Customer response

  08/16/2021

  we never received copies of these and do not remember signing these.  These were not included in any paperwork we received.   We even asked the finance man if we are able to get a refund of gap and warranty and he gave us the info as to who to contact.

  Business response

  09/15/2021

  
  September 15, 2021
  
  
  
  Response (2nd) to complaint # ******** White
  
  
  We have received the second complaint action from the Whitesdated August 17, 2021.
  
  As shown in our original response, all the correct paperworkfor us to process the cancellations was completed and signed correctly and arefund issued for the overage for Mr. and ***************.
  
  If the Whites still do not have copies of all of theirpaperwork, I would ask that they please call me so that I can personally ********** they have gone out.
  
  I can be reached directly at ************** if there arestill any questions.
  
  
  
  Regards,
  
  
  
  ***************************
  Controller
  
  

  Customer response

  09/15/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, We finally received the paperwork and the money owed to us because they did not pay off our vehicle and we had to pay it to get it paid off.  
  
  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. ↩