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:04/03/2025

  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 have been a car owner and I have purchased many vehicles in my 20+ years of being an automotive ************* far this experience had been absolutely the most horrifying and disappointing experience Ive ever experienced. Particularly an associate whom by mistake goes by the title manager with an aka **** *******, and another sales incompetent known by the aka ********. Despite the lack of imagination frat house pet names, these boys have absolutely no idea what real customer service means. ******** never followed up with me regarding an extra set of keys I was promised for my 2024 Silverado, purchased as a new vehicle in June/2024. I attempted to do a follow up with **** ******* in March /2025 only to be let down, AGAIN. **** left me hanging at someones desk. As I waited, he proceeded to assist someone else at the desk next to the one I was left hanging, that was trying to haggle the price on a pre-owned vehicle. Im not a sales person, however, common courtesy and customer service principles would dictate different. If he would have simply communicated to me that he would return to me shortly after assisting someone else, I would have understood. After listening to the meaningless conversation for about 5 minutes, I got up and left furious. I waited for an answer since arriving at 11:00AM to 2:00pm,never received an answer. What a distasteful experience. I can guarantee the reader that I will never return to Puente Hills Chevrolet ever! I dont care if the entire ******* and ******* team calls me to give me a brand new car/truck of the year. I would thankfully decline and never regret that decision. I wish nothing but the best for the service department personnel. They have that department well put together. The names escape me at the moment, but they have really no part in this fiasco. Both Characters named on this complaint have All my demographic information, cell number and address. To the date I have not received a follow up call, apology or resolution.

  Business Response

  Date: 04/14/2025

  Dear ********* *********
  Thank you for bringing your recent experience at Puente Hills Chevrolet to our attention. We sincerely apologize for the incredibly frustrating and disappointing service you received from our sales associates, **** ******* and ********.
  We understand your disappointment with the lack of follow-up regarding the extra set of keys for your 2024 Silverado, purchased in June 2024. It is unacceptable that this promise was not fulfilled and that you were not contacted in a timely manner.
  Furthermore, we are deeply concerned to hear about the disrespectful manner in which you were treated by **** ******* during your follow-up visit in March 2025. Leaving a customer waiting for an extended period and then attending to another customer without any communication is not in line with our standards of customer service. We regret that you were made to feel ignored and that your time was not valued.
  Please know that the behavior you described is not representative of the customer experience we strive to provide at Puente Hills Chevrolet. We take your feedback very seriously and will be addressing these issues internally with the individuals involved to ensure that such incidents do not happen again.
  We understand your decision not to return to our dealership, and we respect your choice. However, we would appreciate the opportunity to discuss this further with you and see if there is any way we can work towards regaining your trust.
  We are glad to hear that you had a positive experience with our service department. We will be sure to pass along your kind words to their team.
  If you are willing to speak with us directly, please feel free to contact our General Sale Manager, ******* ***** or myself ****** ********** sales manager.
  Thank you again for bringing this to our attention. Your feedback is valuable as we continuously work to improve our customer service.
  Sincerely,
  The Management Team
  Puente Hills Chevrolet
  
  

  Customer Answer

  Date: 04/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 December 12th of 2024, I purchased a used 2024 Chevrolet Trax from Chevrolet Of Puente Hills, located in ****************, **. We agreed that ********************* would be my lender.A few weeks ago, On January 15th I decided that the ***** trax would not meet our needs, since we are retiring next year, so I traded in the ***** trax for a 2024 ****** 5 13 month lease. So the Dealer from ******* ******* sent the payoff check to *********************. A few days ago, I found out that ************ claims to be the lender for the 2024 ***** trax. The car I traded in. The Finance Manager from ***** Puente Hills ******* Del ******** opened a second loan without my permission on january 6th. And now I am left with an open account from ************. I do not want this to affect my credit report.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 November 6, 2024, I brought in a 2016 Colorado for service on behalf of our company. The vehicle was initially delivered to the dealership with trouble overheating which was noted to the service representative. The initial inspection was conducted and determined to be $8000 worth of repairs. The critical issue was listed as a water pump with some other general maintenance recommended including rear suspension and brakes. Some of the repairs were approved and the car was reportedly worked on for 2 weeks with no contact until I initiated it and was told on November 26th that the car would be ready by the end of day or end of next day because only one part was left to install. The service representative promised at this point to call when the vehicle was ready for pickup. On December 2nd, after still receiving no follow up for a week, I contacted again at 7:40am and was told that the last part was still being installed on the vehicle but that it would be ready by the end of the day. At this point I scheduled with our employee to pick up the vehicle at 3pm. At 12pm that day I called the dealership again to confirm and let them know about our employee coming to pick up his truck at which point the dealership representative confirmed that their technician was just finishing paperwork and would call back to confirm. At 2:30 when our employee arrived, the vehicle was not ready and the dealership stated that they did not have the part so they could not finish the vehicle that day at all. Our employee had no other means of transportation at this point and had to **** almost ****************************************************************************************** our vehicle and no means of reliably acquiring this information from the dealership. Meanwhile our employee is having to use his personal vehicle to try to get some of his work done. Being a fire protection service tech ultimately requires the truck for effective work including access to the buildings we service.

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  *date of purchase 02/17/2022 *up until today $52,525 *new truck *sold car warranty that does not exist. Two seperate times, the truck failed to turn on no power to the car "no electricity". Also, two times shut off on me on the freeway. I paid $10,000 markup which does not show on my loan. i did not know many parts on the truck was missing, they barely installed one or two parts. I had a flat on one tire, i went into the dealer, they voided my warrenty because the original dealer sold me the wrong warrenty. I paid thousands of dollars to buy the warrenty on the date of purchase 02/17/2022. I had to purchase a new tire even though I paid for the warrenty. I called numerous times to Chevrelet of Puenta Hills, each time I call they try to push me away by saying theres no issue with your warrenty. Then why did *********** ***** tell me I have to purchase new tire because I have a voided warrenty.This problem has been going on for 2 years *They have tried to re

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a Used Car on April 8th 2023 Transmission blew after a month and a Half Dealership didnt wanna own up to the warranty but after fighting with them i got it replaced for free It took them 2 months to replace the transmission and gave me a horrible rental after begging for one for more then 2 weeks Once said car was finished they gave me a date to pick up and when arrived it was not done Went to pick up a second time after given second date and the technician that was working on the car supposedly left and car still was not done During this whole time I would call and ask for updates and be ignored or pushed off to the side No managers were supposedly ever available to help me I had to go everyday to get answers and get things done because if not it would of never got done *** service advisor and manager were terrible people to work with *** used car manager was terrible to work with and the whole dealership didnt seem like they cared about my problem *** service department as a whole is completely and utterly terrible and have to get a manager from sales to help even get answers No managers are ever available at this car dealership on week days or weekends its like there is no managers.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 January 2021 I purchased a ***** Trax From Puente Hills Chevrolet. During Covid my son pretty much blew the engine. We were at fault. However, in November 2022 I agreed to purchase and have installed by the Puente Hills Chevrolet ******************* a brand new engine. The engine was not received until January 2023 and work completed February 2, 2023. Since that time I have had to return to the service department 5 times with issues with the engine and how it was installed. I have been without my car for days at a time. Finally we were given a loaner. I took this up with GM and they are declining to buy the car back or compensate in any way. I feel we got a lemon of a new engine and would like to drive the car without constant worry of when it may break down again. I filed a complain with the State and am awaiting their finding. This is bad business and poor repair work.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/13/23, I took my 2018 Camaro ZL1 to the ********** would not start. I previously took it to them for the same issue in Sept23. They said it was an alternator. They replaced it. A couple months later same issue. I called for status on Nov 15, 16, 17, 18, 20, 21, 22, 27 and 28. On the 28th I spoke with service director, ******. He reads me my manefesto. He stated I was complaining of oil leaks and transmission issues. My car has less than 25k miles. I have no leak nor have I encountered any trans issues. They are lying as to my original issue. Car not starting. I never leaks or trans issues. They are billing my insurance/warranty company for repairs that are not mentioned by me. He had it three weeks plus and they still have yet to diagnosed it or return it or keep me updated. I need help with getting status and making a formal complaint as to their lack of customer service and unethical behavior.

• Initial Complaint

  Date:10/06/2022

  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.

  Made car repair appointment. Cost was ***** They refused to refund the monies back into account.

  Business Response

  Date: 10/31/2022

  Customer name does not appear in our service records, please provide VIN # and/or name that customer used during their service transaction so I may better assist.

  Customer Answer

  Date: 10/31/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My name is on appointment book. They are lying.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 8, 2022/10/31) */ Customer name does not appear in our service records, please provide VIN # and/or name that customer used during their service transaction so I may better assist. Consumer Response /* (3000, 10, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) My name is on appointment book. They are lying.

  Business Response

  Date: 08/14/2023

  we apologize for the miscommunication, please contact our service manager ***************************** he will ***** respond to your concern. ************