ComplaintsforSands Chevrolet At Surprise

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had talk to **** Sands at Sands Chevrolet in Surprise AZ quite a few times about buying a Chevy Colorado We thought we could trust him . Asked **** Sands is there any incentives anything , he always said no . We wanted to trade in a 2021 Chevy Colorado with low mileage for the 2023 Chevy Colorado. On August 19, 2021 went to Sands Chevrolet. Talked to **** and ***** they didn’t want to give anything for our truck . So Steve told ***** he wanted to keep his wheels and tires Then ***** said l’ll give you $2000 off the new truck for your wheels and tires . ***** even said l looked it up and you can get tires and wheels for $2000 for the new truck . We feel ***** and **** was dishonest about the valve of the our truck Unfortunately, we trusted our sales person. Sands Chevrolet has a incentive for $1000 and **** and ***** decided not to tell us about it. It’s pretty sad. We asked both of them. Is there any incentives anything to help us get our payment cheaper. On a fixed income. They both said no. $1000 is something Sands Chevrolet is offering, that’s what’s really sad about it . We didn’t find out until the evening of August 19 about the thousand dollars. Sunday morning I reached out to **** Sands, the finance agent gary Monday I reached out to the finance Director no help . I thought it wouldn’t be too late to put the $1000 on the loan it was Sunday. It’s pretty sad for the sales person and the manager to keep this from us We just wanted a fair deal and when you ask someone, if there’s any incentives, they should tell you the truth . There’s a video of the incentive sands Chevrolet is offering Get $1000 off when you trade in . On aug 24 2023 ****** ****** asked what we wanted. I told him the $1000 that we should’ve got in the first place. The tax saving is because of previous vehicles that he bought I truly hope the individual responding to this complaint understands that we just wanted a fair deal, and to be told the truth. No one ??

  

  Business response

  09/21/2023

  After multiple attempts to reach the customer to respond.. I think we should respond to BBB.  Mr Johnson who's name the deal and complaint is in isn't the one asking for anything. I have left multiple messages to return my calls.  We did ship some floor mats to them after they went home at no cost to them as they were upset a new WT Colorado did not come standard with them.
  
  The ad the Wife is referring to is a pre-owned ad and they purchased a new 2023 Colorado vehicle from us.  paperwork is attached. Deal was agreed upon prior to their arrival to the dealership as they Drove from Kingman Az.
  
  Let me know if you need any other info.
  
  Josh Leader
  General Sales Manager
  Sands Chevrolet Surprise
  623-455-7777 

  Customer response

  09/21/2023

  Received a voicemail from Josh Leader August 20, 2023

  Call Josh Leader on August 21 2023 

  No answer left a voicemail to call me back with my phone number Steve Johnson 

  Customer response

  09/22/2023

  We talk to Baraa manger and Joseph Director 
  On the phone about the thousand dollars
  We did not receive that sands advertises for your trade-in they both said we received it.
  The only thing Baraa offered was $2000 off of the market value price of the new truck because he wanted our tires and wheels.
  And **** Sands knows that’s the truth , I should’ve had  them write it down on paper, but I thought I could trust him. 
  We thought he was our sales person. We asked him is there any incentives anything he always said no.
  We never talked to Baraa on the phone we never even knew who he was until we got
  there  and he wanted the keys to the 2021 Colorado .
  And we asked him about incentives and he always said no
  This is a manager we asked this question to.
  August 21, 2023  we talk to Josh Leader .
  I think he’s the general manager
  He basically told us he told the BBB he wasn’t doing anything for us.
  And our vehicle wasn’t eligible for the thousand dollars. He said he had no control over what Chevy offered.
  Chevy didn’t offer the thousand dollars Sands Chevrolet offer that.
  And when Chevrolet has  incentives they want the dealership to tell the customers about them ,   mostly when they ask them.
  Josh general manager asked me why did we come three hours away.
  We came three hours away because we thought we could trust **** Sands  to give us a good deal and watch out for us .
  He called us several times on the phone as well,  to try to make a deal. 
  We thought we were going to be dealing with **** Sands  .
  BBB we want the incentive that we should’ve received .
  We’ve talked to Baraa  , Joseph Haddad 
  Josh Leader none of them treated us like you should treat a customer
  They all say different things
  Baraa and. Joseph said we received $1000.
  Josh says you weren’t qualified for the thousand dollars.
  He also said that it was offered by Chevy.
  Who I would like to talk to the owner of the company
  We want the incentive that we should’ve received
  Sands Chevrolet had an offer, and I believe Chevy did to   (attaching the paper)
  BBB I started reaching out to this company on Sunday August 20, 2023  no one would help
  We want all the incentives  that should’ve been offered to us  Thank you 

  

  Business response

  09/25/2023

  PLEASE SEE THE ATTACHED LETTER AND SUPPORTING DOCUMENTATION.

   

  Thank you,

   

  ****** *******
  Sands Chevrolet
  Office Manager

   

  Customer response

  10/10/2023

  What  kind  of  company  records  their  Customers  without  their  knowledge  or  permission . The  truck  had  no  floor  mats  in it , 
  We  asked  Nick  Sands  where  are  the  floor mats ,  Nick  said   he   would  order  them  and  have  them  shipped  to  kingman  .
  Sands  Chevrolet  had  nothing  down  to  protest  the  carpet  .
  New  Vehicles  usually  come  with  floor mats .
  **** ***** and  ***** *****  told  us  there  was  no  incentives .
  Barra  said  he  would  give  $2000.00 off   the  market  value  selling  price  of  the  new  truck  for  Steve's  wheels  and  tires  .
  Saturday  Aug  19  2023  we  seen  Sands  Video  was  offering  $1000.00  when   you  trade  in  .
  Sunday  Morning  Aug  20  2023  called  Nick Sands  the  Sales  Person  and  asked   him  about  the  $1000.00
  and  said   you   already  got  it .
  I  told  ****  *****  the  only   thing  Steve   got  was  $2000.00  off   the   market  valve  selling  price  off   the  new  truck  .
  *****  *****  manger  said  we   received   the  $1000.00  .
  Talk  to  ******  ******   about   the   $1000.00   He   said  that's  not  happening  .
  Talk  to  ****  ******  General  Sales Manger  he  said   wasn't  eligible  for  the   $1000.00
  I  think  they  took  the  video  off   their  website  .
  ******  ********  said   the   deliver  to  be  simple  and  honest .
  But  Sands  Chevrolet  records  your  conversations  with  out  your  knowledge  or  permission  .
  And  hide  their  incentives  .
  I  was  asking  about  incentives  ,   because   I'm  on   a  fixed  income  and   I   was   trying   to   get   my  payment  cheaper .
  We  reached  out  to  the  finance  agent  Gary  Sunday   about  the  $1000.00 .
  Monday  reached  out   to   ******  ******  Finance  Director  .Aug  21 2023
  I   even   called   a  Sands  Manager  and  left   a  message , He   didn't  even   call  me  back  .
  I  even  reached   out   to  Sands  in   Glendale  to  see   who  was   in  charge  of   Surprise  Dealership .
  Because   nobody   wanted  to   help .   Are   refer  you  to  someone  .
  They  advertise  they  treat  their  customers  like  family  .  Steve  Jonson  20624001
  
  Attaching  paper  about  Safe  Guard  
  Attaching  Video 
  Attaching  email   from  ****  
  Attaching   email  from  ****  *****  
  Attaching  from  Lauren  Schnebly  Customer  Relations  
  

  Customer response

  10/10/2023

  What  kind  of  company  records  their  Customers  without  their  knowledge  or  permission . The  truck  had  no  floor  mats  in it , 
  We  asked  ****  Sands  where  are  the  floor mats ,  ****  said   he   would  order  them  and  have  them  shipped  to  kingman  .
  Sands  Chevrolet  had  nothing  down  to  protest  the  carpet  .
  New  Vehicles  usually  come  with  floor mats .
  **** ***** and  ***** *****  told  us  there  was  no  incentives .
  Barra  said  he  would  give  $2000.00 off   the  market  value  selling  price  of  the  new  truck  for  Steve's  wheels  and  tires  .
  Saturday  Aug  19  2023  we  seen  Sands  Video  was  offering  $1000.00  when   you  trade  in  .
  Sunday  Morning  Aug  20  2023  called  **** Sands  the  Sales  Person  and  asked   him  about  the  $1000.00
  and  said   you   already  got  it .
  I  told  ****  *****  the  only   thing  Steve   got  was  $2000.00  off   the   market  valve  selling  price  off   the  new  truck  .
  *****  *****  manger  said  we   received   the  $1000.00  .
  Talk  to  ******  ******   about   the   $1000.00   He   said  that's  not  happening  .
  Talk  to  ****  ******  General  Sales Manger  he  said   wasn't  eligible  for  the   $1000.00
  I  think  they  took  the  video  off   their  website  .
  ******  ********  said   the   deliver  to  be  simple  and  honest .
  But  Sands  Chevrolet  records  your  conversations  with  out  your  knowledge  or  permission  .
  And  hide  their  incentives  .
  I  was  asking  about  incentives  ,   because   I'm  on   a  fixed  income  and   I   was   trying   to   get   my  payment  cheaper .
  We  reached  out  to  the  finance  agent  Gary  Sunday   about  the  $1000.00 .
  Monday  reached  out   to   ******  ******  Finance  Director  .Aug  21 2023
  I   even   called   a  Sands  Manager  and  left   a  message , He   didn't  even   call  me  back  .
  I  even  reached   out   to  Sands  in   Glendale  to  see   who  was   in  charge  of   Surprise  Dealership .
  Because   nobody   wanted  to   help .   Are   refer  you  to  someone  .
  They  advertise  they  treat  their  customers  like  family  .  Steve  Jonson  20624001
  
  Attaching  paper  about  Safe  Guard  
  Attaching  Video 
  Attaching  email   from  ****  
  Attaching   email  from  ****  *****  
  Attaching  from  Lauren  Schnebly  Customer  Relations  
  

• Initial Complaint

  09/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Sands Chevrolet regarding their handling of my vehicle while in their care and the lack of disclosure regarding the contents of the dessert package. Despite my efforts to address these issues directly with the company, I have not received a satisfactory response or resolution.I believe that Sands Chevrolet's mishandling of my vehicle and their lack of disclosure regarding the dessert package are clear violations of fair business practices and customer trust. Their dismissive attitude towards my concerns and refusal to take responsibility for the damages and misrepresentation have caused me significant inconvenience, financial burden, and distress.In light of the above, I am seeking a resolution to this matter that includes:1. Full refund of the dessert package.I kindly request that the Better Business Bureau investigates this matter thoroughly, acts as a mediator between myself and Sands Chevrolet, and ensures that appropriate actions are taken to resolve this complaint. By addressing this issue, you will not only protect my rights as a consumer but also promote fair business practices within our community.Thank you for your attention to this matter. I look forward to a prompt resolution.Sincerely,***********************

  

  Business response

  09/21/2023

  Sands has agreed to refund ****************** $1895.00 as customer goodwill.  ****************** has already picked up his check at the dealership.

   

  Thank you

  ***************************
  Sands Chevrolet
  Office Ma

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2014 Chevy Volt to Sands Chevrolet Surprise on 9/24/2021 for battery problems. the car would only charge to 30 miles instead of 40 miles. The vehicle was under an 8 year/100,000 mile warranty. The vehicle had 22,000 at the time. They changed the battery coolant and charged me $314.85. I complained that the battery was not performing properly after this service since I was still only getting 30 miles per charge. Sands stated this was normal because of the hot weather in Arizona. Approximately 1,100 miles since this service, the battery failed completely. Presently, Sands Chevrolet refuses to repair the vehicle and honor the warranty. Also, they offer me no compensation on a $13,000 Kelly Blue Book Value Vehicle. They told me the vehicle has no value.

  

  Business response

  09/08/2023

  I spoke to Mr. **** on 9/7 at 7:22 PM. I explained to him that although he had a prior charging concern on September 23, 2021 his electric vehicle battery warranty expired on 7/14/2022. I did explain to Mr. **** that the replacement battery for this vehicle is on national back order with no estimated time of arrival. Mr. **** is adamant that the battery should be covered by warranty due to having a previous concern while under warranty. I informed Mr. **** that even if General Motors approved the battery replacement to be covered it may take several months to get the battery. He advised that he would be willing to wait. I asked Mr. **** if he would prefer and owner loyalty certificate from General Motors to purchase a replacement vehicle however, he firmly declined. I submitted a request to General Motors for the battery replacement however it was declined. I have escalated the request to the Western Region. I anticipate having an answer by 9/12. Although it's unfortunate that Mr. ****'s vehicle is inoperable, there has been no wrong-doing by Sands Chevrolet relating to this mechanical defect.
  
  Respectfully,
  
  Derek H*****
  Service Director
  Sands Chevrolet   

  Customer response

  09/08/2023

  Sands Chevrolet response is unacceptable. The service department was negligent on 9/21/2022 in diagnosing the condition of the battery. If they refuse to repair the vehicle, I will accept fair trade in value and not zero which is Sand's proposal. The battery was defective and should have been replaced on 9/24/2021.

   

   

  

  Business response

  09/13/2023

  I wanted to update this BBB case as of the latest information we have received from General Motors. Unfortunately due to the age of this vehicle warranty assistance on the battery replacement was denied. I attempted to escalate the matter as high as we could however it was denied. I explained to Mr. **** that the battery replacement was denied today. He was very unhappy and stated that Sands was negligent for not properly diagnosing the vehicle on September 23, 2021. I explained to Mr. **** that we did not have any evidence to provide to General Motors at that time which would justify the replacement of the battery. I also explained that it had been 23 months since the vehicle had been in for a concern. Mr. **** was a matter of fact in stating that he did not want the vehicle and General Motors could come pick it up. I explained to Mr. **** that if his vehicle wasn't towed out by 9/30 it would go to impound. Nothing further can be offered to resolve this matter. Sands Chevrolet does not owe Mr. **** anything further at this time.
  
  Respectfully,
  
  Derek H*****
  Service Director
  Sands Chevrolet

  Customer response

  09/15/2023

  Sands Chevrolet did absolutely nothing to resolve this complaint. They refused to repair my vehicle and threatened to tow it to impound. Additionally, they charged me $200 for making a diagnosis. I had no other choice but to tow my vehicle to a junkyard. Sands Chevrolet should be ashamed of themselves for not standing behind their products or services.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2022 I bought a brand new 2022 ***** Silverado from this dealership. A few months into ****************************************** the rear of the truck. I brought my vehicle in for service and asked them to look into the noise. I was told they could not find any issues with the truck. The second time I brought it in with the same issue and was told they could not find the noise. The third time I brought the truck in had the service associate ride in the truck with me. He heard the noise and stated it sounded bad and he would get it fixed, but called me a few days later and stated they could not hear the noise and couldnt get it fixed. The forth time I tried to speak to the service manager who would not let me talk about my concerns. I was missing out on work two days a week every time I brought my truck in and my wife was very pregnant. I was able to get a loaner vehicle, I was called two days later and told they could not replicate the noise. We were able to speak to the service manager on the phone, the service director also called me and kept my truck for approximately 14 days and gave me a loaner. I was told the truck was fixed and it was the leaf springs. When the truck was returned to me I still heard the grinding noises. I went in to talk to the dealership for the sixth time about purchasing the truck back from me and paying off the loan. I was told no and that I needed to make a claim with GM which I already did. I was then told to leave my truck with them and they would have an engineer look at the truck, I was not comfortable with this so I left. The service director called me and told me GM would do nothing and that Lemon Law did not apply. I already spoke with an attorney at this point. The service director told me he was willing to drive my truck around until its fixed, which would just add miles to my truck at this point. The dealership is refusing to help me get into another vehicle unless it affects me financially or pay off the loan.

  

  Business response

  08/07/2023

  *********************** complaint has not been formally duplicated over the five occasions he's brought the vehicle in. He has grown frustrated with the vehicle and requested it to be repurchased. I explained to ******************** that I could start that process with ************** however he would be responsible for the negative equity that he applied to his auto loan from his trade in. ******************* declined that scenario and demanded that Sands pay the negative equity. He's made that request on the premise that Sands knowingly sold him a defective vehicle. I explained to ******************** that his grievance is not with Sands who is the selling dealer but with ************** who is the manufacturer of the vehicle. I asked ******************** if he had attempted to take the vehicle to another dealership to get a second opinion. He stated he had not because he did not want to go through the entire process with another dealership. I offered to drive to give ******************** a loaner truck and personally drive his vehicle daily until I could duplicate the noise and isolate where it was coming from.******************** declined that offer stating he has lost faith that we will be able find and repair this noise. Unfortunately we could not come up with an amicable solution. ******************** is not owed anything further from Sands at this time.
  
  ***********************
  Service Director   

  Customer response

  08/08/2023

  I did not have negative equity in my trade in. I owed 26000-28000 on my camaro that was initially traded in, I was given ****** which would have meant I had more money than what I owed. With the new vehicle it would not be fair to give me the negative equity because the service department is not competent enough to fix the vehicle.  As additional people have looked into the contract it appears that I was charged more than what I was initially told which is not the concern here. The concern is that I have brought my vehicle to this dealership five times for the same problem and it has not been fixed. ***** stated the last time that I the truck was brought in that he was going to drive it and be directly involved. I had never heard from him the entire time it was in the shop. When I did call for an update I was told the ******* was in charge of the vehicle. So I have already been lied too. I do not want someone adding miles to my vehicle and using my gas to find the same problems I have been telling them about and have video of the noises. ***** told me not to have the engineer get involved while on the phone because they would not do anything, even after I spoke to GM's supervisor on the phone who told me the process. He then yelled at me stating to seek legal counsel. I do not want anymore response from ***** and would only like to speak to the General Manager at this point and time. 

  

  Business response

  08/08/2023

  We will give the repurchase request to our ************** representative to review. If there is a way for the vehicle to be repurchased, we will do everything we can to help *********************
  
  ***********************
  Service Director
  Sands Chevrolet

   

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/13/23 we purchased a 2019 Corvette, 1st off we were offered a test drive or a walk around by the salesperson n. the sales manager went round and round with numbers we were ready to walk. He finally gave a price and then we put down $10k in cash! We sat and waited for about an hour before we went to finance by now we were frustrated. We were told the car would be cleaned and filled up with gas. Neither of these happened. Finally got to finance to sign paperwork. Were told that the car was supercharged which it wasn't. We got the *** and Chevrolet protection plan. We were told by FM that we could cancel so long as it was within the 30 days we would get a full refund. Forward to 4/5/23 I made the calls to cancel the *** and warranty they sent me the forms to cancel which I faxed and email to them to start the process it would take 3-4 weeks to process but it would be fully refunded. After the 4 weeks I called the dealership to see where the refund was. FM said that it would go back to the bank and not to us. Which was fine. I have since then made several phone calls and left messages to resolve this issue and as of 7/11/24 I still have not received a call back from either the Sales Manager or the Finance Manager or anyone for that matter. $6313. is a lot of money be charged .I wished I had read some of the complaints before ever stepping foot in this place. I have no clue how they managed an A+ rating. They are rude, hateful,and dishonest.

  

  Business response

  07/18/2023

  Our Finance Director, *************************, got with ****************** and supplied proof that the *** and Extended warranty had both been cancelled and payment was sent to finance company. To the best of our knowledge, this will resolve ******************** complaint.

   

  Thank you,

   

  ***************************
  Sands Chevrolet
  Office Manager

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Should have just stayed away, & trusted my gut.Went to look at a few vehicles & of course they wanted to go back & forth with numbers. We left because we werent getting anywhere.They call us to come look at a vehicle that was originally out of our price range but all the sudden now they could lower the price to fit our budget.Since we liked the numbers we went through with it. We purchased an extended warranty, with it being a used and 69k miles on it, we had a feeling the transmission could possibly go out. (Thankfully we trusted our gut because it comes into play). The finance guy said if we ever had any issues bring it to them (Sands Surprise) to fix otherwise we will have to pay our deductible. Forward to leaving the lot, *** has a hard shift on our way home. We brought it back the next morning, they got it in and had to sub it out to **** because of the computers. They said since we were having issues after issues they were going to take care of ** they failed to follow through with these promises. I noticed shifting issues just recently, tried calling them to get the suv in, to be told you dont take an Apple Watch to a windows store & sent ** on our way.I was so fed up with Sands I took it to **** myself. **** tells ** theres transmission issues, low break *********** filter needed cleaned.Brought these issues up to ************** probably just trying to upsell you We get the ***s report on things they did to the *** before it left their lot. Had to replace the oil pan, replaced the bumper (they didnt), & took it to **** to clear/fix the airbag light,also noted on the vehicle was a stutter on the freeway at freeway speed the tires just needed balancedWe would have not known any of this If we hadnt made such a big deal. You literally have to jump through hoops to get in contact with management. Or they tell you youre speaking to a ************** in fact are not managers.They now paying our deductible,but thats because we went to BBB.

  

  Business response

  05/09/2023

  THIS IS THE SAME COMPLAINT AS # ********

  We have reached out to **************** and agreed to refund $566.00 on 05/05/23.  This should resolve ******************** complaint.

   

   

  Sincerely,

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

  Sands Chevrolet, LLC

  Office Manager

   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  me and my wife bought a truck from sands ***** and when we got the truck home the first night we could feel the truck no shifting right we got a warranty on the truck and was told if we ever have any problems with the truck to take it back to them so we don't have to pay our deduct bale for the truck to be fixed well when we took it in to get fixed we were told we can not work on your car or will not look at it because it is a **** we would have to take it to **** to get fixed now keep in mind we were told to take it back to sands if we ever had any problems with the truck and no here we are tiring to get you guys to fix it or even look at it and we get turned a way. and not the truck has been at **** for 2 weeks getting fixed and we have to pay out of packet to get it fixed because sands would not look at it or even try to fix it or sublet it to ****. and were told to bring it back to then to and they would take care of it all and that's not what they are doing. i just don't get it dont tell your customers one thing and when they come in to get it fixed not work with then at all just push them off, and not return the call or thing, and the truth be i believe they sold ** that truck knowing something was wrong with the truck and just wanted it off the lot. i fell like i have been taken advantage of. the lack of communication the shop has and respect the have is not right.

  

  Business response

  05/09/2023

  We have reached out to **************** and agreed to refund $566.00 on 05/05/23.  This should resolve ******************** complaint.

   

  Sincerely,

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

  Sands Chevrolet, LLC

  Office Manager

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This happens 1/10/23 I believe. They fraudulently signed a warranty contract with my name not realizing I did not qualify for it because my age. I can guarantee I'm not the first as they failed to see my age disqualified me. I would of never known this if the company did not send me the signed contract and a check to send to the warranty company. ************

  

  Business response

  03/31/2023

  ********** came into the dealership on 03/30/23 and an agreement was met to refund $713.86 as customer goodwill. This should resolve ************** complaint at this time.

   

  Sincerely,

   

  ***************************
  Sands Chevrolet at Surprise
  Office Manager

   

  Customer response

  04/04/2023

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

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for service as the check engine light came on. They did not disclose the amount of the diagnostic Charge. $185 dollars just to check the car? For a $30 part! Upon asking I was told that unless we ask they will not tell us the charge. This dealership has multiple reviews of the same manner. Bait and ******* ******* manger was rude and his supervisor worse.

  

  Business response

  10/19/2022

  Our Service Director, ***********************, has been trying to contact ********************; however there has been no return response.

   

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

  Office Manager

  Sands Chevrolet.

   

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a car from Sand Chevrolet at Surprise AZ on 08/12/2022, the finance director (****) informed me that I would need to have my job call the banking company in order to verify my income. I provide information to my job and also got in contact with the finance company and provided them the information on 8/20/2022. The last contact that I had with Sands Chevrolet was on 08/23/2022 and informed him that I reach out to my job to have them send the information over to them or if he can have them request the information he informed me that my deal wasn't with the bank yet and they should call them that following week either Tuesday or Friday. I did not hear anything from them after that No follow **** no calls or text messages or emails which they all have, until Monday 09/12/2022. They were contacting another number on the account which I don't have access too, leaving voicemails and text messages that he admitted too. Now the finance company had taken back there deal they no longer want to finance me and I'm on the verge to losing my job because that is my only means of transportation. I need some kind of explanation, why i wasn't being informed and why is there sensitive information being relayed to someone else that it isn't me.

  

  Business response

  09/23/2022

  With regards to *************************************** BBB Complaint:
  The phone number provided on the application for credit was incorrect, this number is a direct dial to her husband, there was multiple attempts to contact her via this number as well as 2 text messages, the text messages stated just her name and please call back,there was no sensitive information given out through this phone number. ************************* Sands Chevrolet Sales Consultant reached out to ************************************* as ******** a cell number that was also provided in the Eleads crm, and not given to the finance department, where he was also unable to reach this customer.This customer is a subprime customer and this bank requested proof of income which includes proof from her employer of her 2.5 months pregnancy leave of absence, furthermore residency, and references. ************************************* stated on her app she makes ******* monthly however when the bank verified, she only can provide proof of ******* monthly, therefore she does not budget for any vehicle through this lender and they withdrew their contingent approval.

  Best Regards,

  *************************
  Finance Director

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