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:02/13/2025

  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.

  On 12/26/24, I purchased a 2024 Chevrolet Suburban from Chapman Chevrolet. After 3 days of owning my car, I washed it and noticed that the back passenger door was not aligned with the body and it had a handprint in the paint on the back wuater panel. When I notified Chapman Chevrolet about the problem, they told me to bring the car to the dealership. On 1/6/25, I took my car to the dealership for repairs. As I called the dealership to get an update on the repair, I was informed that the dealership couldn't fix it, and that my car was transferred to their body shop, which needed approval from ** to repair. My vehicle had been sitting at the body shop for several days without an approval from ** to repair it, so I decided to pick it up on 1/10/25 and let the dealership know I will bring it back once they approve fixing it. Since 1/10/25. I have had several conversations with the mechanic at the dealership and the sales manager about authorization for approval and I am still waiting. I contacted ** customer service and filed a complaint. No action has been taken despite my complaint to ** customer service. This has been a frustrating experience, especially since I invested so much and expected a better product and service than what I have received. I am still waiting for approval as of 2/13/25. It would be greatly appreciated if the BBB could help me resolve this issue.

  

  Business Response

  Date: 02/17/2025

  We are fixing the issues raised by our customer.

  Thanks,

   

  Chace *****

  General Manager

   

• Initial Complaint

  Date:09/07/2024

  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.

  Near the end of August, my husband went into the dealership to purchase a new car. He fell in love with a **** and decided that he wanted to make the purchase. We negotiated the price down from *****, to *****. And went to go sign papers.We were given the car and told we would be contacted about financing the next day. After we left, the dealership submitted paperwork to multiple different lenders On our behalf to get us a loan.Upon reviewing the paperwork further, we noticed that they had tacked on about $10,000 worth of extra fees. And the interest rate that they had quoted us when we walked away with a vehicle was now suddenly 10.5% percent- previously it was 7%I wasnt willing to agree to these terms because they were so different from what we had been told. I asked the dealership to remove the extra $10k in fees.They removed the extra fees, but then sent us new paperwork with an interest rate of 12.5%. I asked how it could be possible that we went from 10.5 to 12.5 overnight. They said that the interest rate had a sudden increase. He also said we had been declined a personal loan and were forced by the banks to take a commercial loan, Which is a higher interest rate.However, the paperwork still said personal. Thinking this was fishy, I contacted the banks that the dealership had been applying to And I found out that not only had we been approved for a personal loan, But also that the dealership had actually been trying to apply for a commercial loan the entire time- listing commercial use TWICE in the header of the application. I recorded this entire conversation with the bank.I immediately called the dealership back, And asked them specific questions about how they submitted our loan. They lied about us being approved or declined, they lied about what they submitted and they also lied about the random increase in interest rate.What they did is extremely illegal (in violation of TILA) and violates my rights as a consumer. (Cant fit the rest!)

  

  Business Response

  Date: 09/13/2024

  If Mr. ****** is not happy with their purchase, we will be happy to give them a chance to return the vehicle with the contingency that it is in the original condition when the vehicle was delivered. The vehicle needs to returned to Chapman Chevrolet in *****, no later than September 18th, 2024 and we will provide a full refund.  If this is not done on September 19th 2024 we will move forward, process the title paperwork, and consider this a complete card deal.

   

  Thanks,

  Chace Gibbs 

  General Manager

  Customer Answer

  Date: 09/13/2024

  I have received all of the documents from banks that were applied to for this loan. I also personally reached out to get more information and have evidence of fraud being committed by Chapman Chevrolet. 

  We do not wish to return the vehicle. We just want the public, and the business monitoring services to know what is happening at this place.

  We found ***** ***** liable for committing 2 acts of consumer fraud under TILA. All conversations were recorded and reported to the Attorney general. 

  This business should remove all hard inquiries from our accounts.

  In addition, the BBB should flag Chapman Chevrolet for illegal consumer sales practices.

  

  Business Response

  Date: 09/19/2024

  Chapman Chevrolet received authorization by Mr. ****** to apply for a loan for the vehicle they wanted to purchase which allows us to pull credit to apply for the loan.

  Thanks,

  Chace *****

  General Manager

   

  
  

• Initial Complaint

  Date:08/05/2024

  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.

  This dealership had me Pay for some transmission line and it never worked! I went back because it was leaking transmission fluid (wasnt before this, the car has a transmission flare going into 3rd gear. When this dealership could not figure out what was wrong with it, Van ******************** took over they told my car out to them where my extended warranty handled the brand new transmission $6800! The thing is my transmission line that they replaced probably didnt need to be replaced at all, and if they had kept the old part on and the new transmission still needed that line then I wouldve paid for it .

  

  Business Response

  Date: 08/06/2024

  Talk to the customer and she is happy now.

  Thanks,

  ****************;

  General Manager

• Initial Complaint

  Date:02/26/2024

  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.

  On January 18, 2024 I purchased a new Chevrolet ****** from the Dealership. The Dealership had installed an alarm system on the car which I did not want. At my request the alarm was disabled and I was informed that I would receive a full reimbursement of $599.00 within a few weeks. After four weeks I returned to the Dealership, spoke with the sales manager, and was advised the refund check was being held in the accounting department, for some unexplained reason. I asked the sales manager if he would contact them to expedite the process and he said he would. Now one week later, and after receiving no response from two calls to the Dealership I have no refund, and no reason for the absence of same. Please intervene on my behalf, and arrange for an immediate refund of the monies involved.,

  

  Business Response

  Date: 02/28/2024

  A refund has been mailed out.

  Thanks,

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

  General Manager

   

• Initial Complaint

  Date:08/21/2023

  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.

  Unfortunately they completely refuse to work on vehicles with restored titles, regardless of the circumstances of how the vehicle was originally salvaged.Even after stating I would have no issue putting something in writing that would not hold them liable for any unforeseen issues originating from the restored nature of the vehicle, they would not agree to perform the work on the vehicle.The service director ************************* was unwavering in his choice not to work on the vehicle.They (and the Chapman group) have lost a customer for life.As a veteran I greatly appreciate customer service, and unfortunately Freeway Chevrolet is greatly lacking.

  

  Business Response

  Date: 09/19/2023

  we responded to this on 8/21 as follows

   

  *******, thanks for your feedback. The last thing we want to do is turn down business, so we do apologize for that. As much as we would like to make an exception, especially for a veteran, ***** is correct that we do not work on restored salvaged vehicles, regardless of the circumstances. Thanks for understanding and for your service.
  
  Sincerely,
  
  ***************
  General Manager
  ************
  **************************************
  www.freewaychevy.com
  

  Customer Answer

  Date: 09/19/2023

  Blatantly anti-consumer behavior without exception is very saddening to see.

• Initial Complaint

  Date:09/26/2022

  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.

  I placed an order for a new ***** Bolt euv back in July 2012. I went to pay for it today, sept 21, 2022. I was being charged and extra $5000 as dealer premium in addition to other normal add on charges of $1250. I refused to pay the exta dear premium. ****** said that upto me, many others will pay. So i lost the car.Basically a bait and switch to price ***** and total dis regard of the msrp. I want this dealer ship to honor the price. They never informed me when i placed the order. Other ***** dealers within 10 miles are not charging this 5000$ extra dealer premium. It is also hidden withing the additinal fees line item. I found out this when i adked what this charges included. Thats when my sales person said it has $5000 dealer premium added.Who is protecting us consumers?

  

  Business Response

  Date: 11/29/2022

  I apologize for any inconvenience on your vehicle pricing information. If you would like to resubmit an order on an available unit I would be glad to sell it to you at MSRP. Please reach me direct through email or by phone **************** at ************.

• Initial Complaint

  Date:09/10/2022

  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.

  Im writing this because i went in to get a vehicle traded my 2019 *********** for a 2019 jeep Cherokee left my car they told me to take the other car told them I can only make 700 dollar payment well they told me to come back two days later and was told my payment would be 900 i had already signed paperwork told them what i could only pay monthly now Im struggling with this 900 dollar payment I want to know how you can ask what i can pay monthly and be now forced to pay something else after they told me the opposite.

  

  Business Response

  Date: 11/29/2022

  I am sorry you are not satisfied with your current vehicle payment. We would be glad to help you trade out of your current vehicle to see if we could get you a vehicle that suits your needs. Please reach me directly, **************** at **************************************** or by phone at ************. 

• Initial Complaint

  Date:08/15/2022

  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.

  Two months ago I bought a 2018 ***** Colorado at Chapman Chevrolet. Bought it, took it home with shifting problems that I found on the way back up the mountain, to ******, **. Called Chapman the next day to let them know. They had me take it to ***** Chevrolet in ********. ***** Chevrolet said nothing was wrong with the truck, and refused to let me take them on a longer test drive to show them. So i called Chapman Chevrolet back to let them know what ***** had said, and was told to bring it to them that following weekend. They said they had fixed the problem, so I took it back home. After I got back home, every time i would start the truck you can hear a loud thud. Called Chapman again to let them know and was told to bring it back. Was told 3 different times it was fixed yet had to bring it back down as it was not. My family depends on this vehicle to do drs appointments that sometimes are 3-4 hours each way, multiple times a month. Currently know that this issue is not fixed and am concerned that the truck is not dependable. This last time that i was at Chapman, two different mechanics and the sales manager heard the noise yet told me it was fine. Since coming back up the mountain again, I have also found out that there is a TSB on the noise in my transmission. I did purchase a warranty with the truck that states the drive train is covered.

  

  Business Response

  Date: 11/29/2022

  I apologize that you are currently having issues with your Colorado. I would be glad to assist you with setting up an appointment with our service department so we can work on getting this issue resolved for you. Please reach me directly at ***************************************** or by phone at ************.