Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my vehicle from surprise Sands Chevrolet in July 2023. Since then my vehicle has been in the shop multiple times and is an unreliable means of transportation. I went to the dealership to workout options to get into a new vehicle. They refuse to offer me anything more than what they would offer someone else. I should be compensated for being out in a vehicle that has so many issues wrong with it and being told that there is nothing wrong with it.

  

  Business Response

  Date: 03/03/2025

  To Whom It May Concern:

  It is my understanding that Ms. **** met with our GSM on or about 3/1/25, and that an amicable resolution was reached.  Ms. **** should confirm this should you follow up; however, if she feels otherwise, please let me know and we will get the BBB any additional information it requires.

  Thank you.

  Sincerely,

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

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped off my 2013 Chevrolet Avalanche truck Jan 04, 2025 and spoke to my advisor, *** *****. I had a coupon for LOF, Tire Rotation, Alignment etc. for $138 and I specifically asked *** if it will be that price. He stated that 'no it won't be due to an extra quart of oil being needed at $5.95'. So they serviced the truck and I picked it up today, Jan 6, 2025, and the bill was $180.91! I asked *** why was bill so high and he stated, 'I told you that it was an quart of oil, disposal and other charges'. In looking at the actual invoice, labor was $144.73 along with 'Misc Charges' at $******** my bill went from what I thought would be $138 plus the $5.95 extra quart of oil, totaling $143.95 to $180.91 with a difference of $36.96. My take is that this isn't fair nor right. Why put out a coupon showing $138 only to be charged a lot more than expected? I no longer have the coupon to see exactly what was stated on it but certainly going from $143.95 to $180.91 is a BIG difference. This is borderline deceptive advertising and close to what I would term as 'bait and switch' just to get me there and use the service...only to be charged a way higher fee.We're not talking a lot of money here. What we're talking about is how this all went down. It SURE would have been nice to see an estimate before having to pay $180.91! Attached is page 1 and page 2 of invoice. Clearly on page 2, you see 'Shop Supplies/Hazardous Disposal Fee of $36.18. I wish I would have known this before hand before letting them service my truck. *** claims he told me about the extra charges but he DID NOT state at any time that the actual charge was going to be $36.18! If I had known this, I would have taken my truck elsewhere.

  

  Business Response

  Date: 03/18/2025

  On March 12, 2025, Sands reached out to Mr. ******** and resolved the Complaint to the customer's satisfaction.  

  Customer Answer

  Date: 03/19/2025

  
  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

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2022 ram 2500 and was told it was inspected and had the oil and fluids maintained. When signing papers we were told it did have one open recall despite the inspection paperwork saying there were none open at the time of inspection. I told them I obviously have to get that taken care of and Ill have them inspect it as well to see if there might have been something else that was missed. When I dropped off the truck for the recall and Inspection they found that it needs a fluid transfer for the transfer case and both differentials. When signing papers with finance I hesitated signing the buyers as is statement and mentioned what if they find something at the time of inspection and he said most of the time if you find something wrong with the vehicle they will take care of you which lead me to believe that whatever gets found in this inspection will be resolved but they also reassured that they were confident in there inspection and maintenance routine. When I called back to try and get this issue resolved they denied any help and said that I bought the car as is and anything anyone else finds wrong with it makes me responsible. When buying a $47k truck Id expect to have nothing wrong for at least 10k miles. Pretty upset at the customer service aspect of it all and house absent it is.

  

  Business Response

  Date: 09/26/2024

  Our Sales Manager, **** ********* has spoken with ********* ****** regarding his complaint.  Sands has agreed to reimburse ********* ****** or the repair at LHM Chrysler Jeep.  This should resolver Mr. ******** expense.

   

  Thank you,

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

  Sands Chevrolet

  Office Manager

   

  Customer Answer

  Date: 09/26/2024

  
  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

  Date:08/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2-3 2024 I brought my 2015 Silverado in to have the transmission serviced. All was fun until august 3rd where I noticed there was a leak under my Vehicle I promptly took my truck back to sands, to have to leak addresses. The cost of the initial service was just over 400 dollars. The service advisor called me saying that this has been leaking for a while according to the tech. I have not had any leaks prior to their service and have not been informed of any leak by previous service advisors. I have had my vehicle Serviced exclusively by sands for a few years now. The transmission was replaced in 2020 from that point I have had no indication of any leaks in the area. I have yet to of been given an explanation of what could cause this issue and have been told that it’s going to cost me over 400 dollars for the repair. I feel that this needs to be looked at deeper. The transmission I feel has been over filled and has damaged seals causing the leak.

  

  Business Response

  Date: 08/19/2024

  We have spoken to Mr. ******** and apologized for not digging deeper into his dissatisfaction with the concern/diagnosis on his 2015 Silverado with 238,040 miles.
  
  We refunded his $295.37 today and expressed our sincere hope in continuing our good relationship.
  
  He stated he was completely satisfied with this outcome.

   

  Sincerely,

  Ron Malvestuto
  Sands Chevrolet, LLC
  Service Director

   

  Customer Answer

  Date: 08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22105429, 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

  Date:06/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 27, 2024...Bought 2020 Chevrolet Silvarado 3500, gave a 2018 chev Silvarado 3500 as trade and paid remainder in cash.Drove from AZ to our home arrived in OR May 7th 2024..title for vehicle not in post....On Fri May 10th. Spoke with title **** and they said that they had not gotten the title for the 2020 P/U and that it was being overnighted to Sands and they were were going to DMV and we should receive the title w/in 2 weeks.On June 4th called Sands again regarding title...was informed the never received Title from previous owner...Told lady in title **** that our temp reg is almost expired and we are going to be traveling, she said she would get us a new temp registration and email us the temp reg to put on our vehile while she worked on getting us our title. Today is June 6th, and we h as ve not received any communication from Sands and we are quite concerned as we gave $62,792.03 for this purchase.

  

  Business Response

  Date: 09/20/2024

  **** ******** title work was processed through AZ MVD on 7/24/24. A Title only was processed (no AZ registration). AZ MVD should have mailed the title to Mr. ******** with the **********, OR address given at the time of purchase.  If to date, Mr. ******** has still not received the Arizona title, we can request a duplicate to be issued. I do not want to request a duplicate title until it is verified that one was never received originally as it will void out the original title.

  Thank you!

• Initial Complaint

  Date:09/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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