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:11/05/2024

  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.

  8/9/2024 - Date of initial transaction. Transaction #9-13582573876. Spoke with ******** in the ********** Liaison. ******* is the manager in the service **** (avoids communication). Cost of "work" performed was $5000.00 - total is over time and included inspection by secondary mechanic to verify damage done by Covina Hills Chevrolet. This dealership broke more than it fixed. The oil leak they caused is also causing more damage to the inner workings of the car's engine and attached/connected parts.

  Business Response

  Date: 11/05/2024

  She has an appt with us today this afternoon and we will evaluate concerns she has. 

• Initial Complaint

  Date:09/09/2024

  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.

  Took car to site for replacement of battery. $350. Car started making clicking sound. Took car back. Charged $230 for diagnostic. First tech heard "nothing" (must be deaf). Car kept overnight for second tech to check. He hears it. Says it is the timing chain. I defer to their "expertise". $3600. Parts must be ordered even though this is a dealership. $500 deposit. Will take two days. Parts arrive on Friday but no work done because "no mechanics work Saturdays" (This comes into play later) I am now without a car for a solid week. They denied me a loaner. Told me I "could go to Enterprise across the street or I could rent a car from them" (excuse me?) I had to get authorization from my employer to telework because I had no transportation due to them. Rented automobile for event I had already spent/invested money in because they still had my car - $125.I am finally granted a loaner after week and a half because I told them THEY can explain situation to my employer. They take ANOTHER WEEK to work on the car. Dismissive attitude from male technician on site. Constantly get message machine instead of live technician for updates. No return calls even though they say they do. Car is finally finished on Saturday Aug 31st. How? No mechanics work that day. They call me several times to come get the car before they close at 4 or I will be "responsible" for the loaner. Read: I pay. Return loaner and pickup my car. Noise is still there but louder. Car is now dripping oil on driveway. They "cannot" take car back for rvaluation. Will charge me new diagnostic fee. (Come again?) While driving car to work, find radio, A/C and defroster/heater do not work. All of these issues appear AFTER they worked on car. Tell them bring it on Friday. They are "Too busy". Make tenative plan to take car on Monday but cannot trust them. Will take to other mechanic. They did not make proper repair and broke other parts of car. Added all charges for total due.

  Business Response

  Date: 09/19/2024

  Spoke with customer will bring vehicle back in on 9/23. 

• Initial Complaint

  Date:07/22/2024

  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.

  My vehicle has been at the dealership since June 15 2024 its been about a month.. this is the 3rd time I took my vehicle to get serviced for overheating problems December 3rd 2024 was the 1st time I took it for overheating.. and March 11 2024 for the 2nd time . Each time my car has been there .. it stay there over months . Nobody call or even return my calls *** also made a claim with ************** to see if they can assist with trying to find out why my car keeps overheating this dealership is the worst !!!!! I have to show up just to have someone talk to me they arent working on my car and I dont understand why all there reviews on there service department is true .. I also have to rent a car out of pocket because they havent showed proof to my extended warranty that there is something wrong with my car

  Business Response

  Date: 07/22/2024

  After speaking with the tech working on vehicle, we found a slight crack in the head causing the issue.  We are in the process of calling out the inspector for further review and possible approval for 

  new engine. Adjuster scheduled to come out with in the next 72 hours. 

• Initial Complaint

  Date:04/01/2024

  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.

  This pertains to the purchase of a ***** Bolt EUV 2023 on March 8, 2024. My experience with Covina Hills Chevrolet has been deeply disappointing and has left me feeling misled and unfairly treated as a consumer. Prior to traveling to Covina Hills Chevrolet, I engaged in multiple conversations with representatives over the phone to inquire about the history of this specific car and its eligibility for incentives. I was assured that the car was new and eligible for all incentives. The website showed 635 miles on the odometer, which their agents explained as being from test drives by customers of the dealership. Upon arrival and test driving, I received the same confirmation. However, just before signing the contract, I was informed for the first time that the car was pre-owned. Being so deep in the process (I already had my financing check from the bank for this specific VIN and traveled from ********* to Covina to finalize the deal assuming this was a new car upon verifying multiple times with their agents over the phone), I signed the contract. But when I asked for the $500 EVGo incentive, they finally admitted (after about a week of waiting and after giving different excuses) that it did not qualify for the credit from GM due to its previous ownership history. Had I been made aware of the car's pre-owned status and its ineligibility for certain incentives, I would not have proceeded with the purchase. The $500 EVGo credit was a significant factor in my decision to choose this specific make and model, and its absence has left me feeling deceived and financially disadvantaged. Therefore, I am requesting that Covina Hills Chevrolet take appropriate action to rectify this situation and provide fair compensation for the misleading information and lack of transparency surrounding the purchase of the ***** Bolt EUV 2023. This could include either honoring the promised incentives or providing equivalent compensation to mitigate the financial impact on my end.

  Business Response

  Date: 04/08/2024

  Thank you for the opportunity to review the purchase of the Pre-Owned 2023 Chevrolet BOLT EUV for ***********************. According to the Documents he signed, he chose to purchase a "PRE-OWNED" Electric Vehicle with 710 miles normally priced at MSRP of $29,385, but along with the Discount of $2,401, he received a $7,500 Fed Tax Credit Upfront Discount which was normally done when filing Taxes, as well as $500 GM EDUCATOR Customer Cash Rebate - which is not available to everyone. The Client *********************** was aware this vehicle was "PRE-OWNED" as the RETAIL SALE CONTRACT indicated "USED", also the Client signed a CARFAX showing "1 Owner Vehicle" along with a Dealership "Buyers Guide" indicating a "Limited Warranty" for the 2023 BOLT EUV. The Client had every opportunity to NOT sign the RETAIL CONTRACT as well as the Client DECLINED to purchase a "Contract Cancellation Option". We are sure the Client was pleased with the $500 GM EDUCATOR Customer Cash Rebate and Discounts that was given along with paperwork that indicated the Vehicle was "SOLD AS EQUIPPED". Usually, Clients are happy before they leave as he signed all paperwork and took delivery of the vehicle. We hope this clears up any miss-conception about a New EVGO CHARGE CREDIT owed as he purchased a Pre-Owned vehicle. We will be happy to review all paperwork with the client at any time. Thank you - *******************************, General Manager - Covina Hills Chevrolet. 

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21506505
  
  I am rejecting this response because:
  
  As I said in my first note, I did sign documentation indicating the pre-owned status of the vehicle, but I did so just after learning about its pre-owned status. It was only right before signing the contract, after spending hours at the dealership negotiating the price and terms for what was presented to me as a new vehicle. At that moment, I was not fully aware of the implications this would have on its eligibility for certain incentives.I was not informed about how this would affect the eligibility for specific incentives. The upfront application of the Educator Incentive and Federal Tax Credit, which need to be confirmed before signing the contract, led me to believe that all incentives were available upon purchase of the vehicle.
  It's important to note that there is a difference between the EVGo credit with the other two credits. Typically, this incentive is secured after signing the contract not before. Just after signing, I asked that Covina Hills Chevrolet request it for me. But I was told that Covina Hills Chevrolet would reach out to GM on Monday to secure the credit, as it was late Friday afternoon. Though this verbal agreement was not documented,I trusted the dealership's assurance. I contacted Covina Hills Chevrolet several times following the purchase to inquire about the $500 EVGo incentive. Each time, I received different explanations and excuses. But, after repeated inquiries, the dealership finally admitted that due to the pre-owned condition of the vehicle, it did not qualify for the incentive.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/16/2024

  TO BBB, Covina Hills Chevrolet would like to thank you for helping us understand what our customer *********************** is requesting regarding the sale of a Pre-Owned 2023 Chevrolet ************* Vehicle. It appears he wanted to buy a New Vehicle and found out the vehicle was previously sold, registered and for whatever reason returned to our Dealership for resale. He indicated he wanted this particular Vin Number assigned to this Pre-********** electric vehicle as he arranged financing for it. Many Vehicle sales are done with outside financing at car dealerships and can be changed or cancelled by the buyer if they do not want to make the purchase. The client after finding out that the 2023 Chevrolet Bolt was classified as Pre-Owned could have not gone through with the purchase at any time. He chose to buy this vehicle after a significant discount, a $500 Educator Discount and a significant IRS Tax Credit Incentive and signed a legal contract with all related paperwork and has taken physical delivery of the 2023 Chevrolet Bolt. The Finance Officer normally indicates all of the necessary information required and if anything else was promised, it would be in writing. We understand through this complaint that he has perceived that he would get a "new car" $500 Charge Credit, but after admitting he signed a contract for a "Pre-Owned" vehicle, this would mean that any "new car" incentives would not apply - logically. An employee(s) here may have been assisting the Client to see if he would still be able to get this "new car" **** Charge Credit, later found it was for New Vehicle Sales only and communicated this to the client. Covina Hills Chevrolet would like to thank the Client for his business and even though there is no indication that he is owed the **** Charge Credit - we would like to offer him a three-hundred-dollar **** Gift Card that can be registered mailed to the address on the contract. We hope that our voluntary gift would be satisfactory and consider this case closed. Thank you again for your assistance in this matter. -Signed, ******************************* - General Manager of Covina Hills Chevrolet

  Customer Answer

  Date: 04/16/2024

   
  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:02/15/2024

  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.

  I purchased a used vehicle, Dec 21, 2023. The used vehicle I purchased is not in good condition and has been having mechanical issues. It has had problems from day one. It started with the headlights being different colors, which I was told were LED lights when bought. I notified the sales manager right away of the headlight issue. This happened after I left the dealership. Two days later, on December 23, 2023, the passenger window wouldnt go up. The window was not in a proper position. On Jan 27, 2024, the steering wheel locked up on the freeway and the car shut off in the middle of the freeway. This happened twice on the freeway within 1 week. I immediately texted the sales manager. Here I am on January 30, 2024, and the RPMs are all out of whack and the vehicle was smoking from the front hood. Of course, the vehicle has a 90-day warranty. But imagine everything that has transpired, the headache, the danger of my familys life being in the middle of the freeway unable to drive. This is unacceptable. I went to the dealership on February, 10, 2024 trying to have the dealership come to a resolution with me and take back the vehicle and the sales manager declined. This is my issue and my headache from what I understand now when buying a used car. It doesnt matter how many issues the car has. My worry is after the 90-days, this vehicle becomes a big financial/safety issue for me. Its not a safe car. Im trying my hardest not to be combative. I dont know the outcome of whats going to happen with this vehicle I have purchased. If a bad vehicle is sold to a consumer, the dealership should make it right! I have asked multiple times for a pre diagnostic report from when the dealership purchased the vehicle and have gotten the run around. I want to see the report and make sure this vehicle was 100% fixed of all its issues before it was put on the lot and sold to me. Furthermore, I believe this is not an honest dealership.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 vehicle on March 18. Never received registration from DMV. Dmv informed me that they are waiting on paperwork from dealer and it needs to be handled with them. I have called 2-3 times a week for the last month. I cant get anyone on the phone. They screen my calls. Never return voicemails. I followed up again with the dmv. They are missing title paperwork that can only come from them. The lein holder has also followed up many times and has been unsuccessful. Also found out from another dealer that a security device that is on my truck is interfering with my ECU. When I called the service advisor from the purchased dealer, he informed me that they wont be doing anything and the new dealer is lazy and should just disconnect the security. I paid for that security device and it should not be interfering with anything on my vehicle.

  Business Response

  Date: 07/31/2023

  We have contacted customer directly and have explained situation with both his Theft Patrol Installation and DMV Registration. We have offered appointment for placement of device to be reinstalled and are currently with on completing registration through **********.  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20350611
  
  I am rejecting this response because:

  The person in charge of dmv services refuses to get in contact with me no matter how many times I call. I was told from the sales manager that it is in the hands of the *** yet I was told by the *** that it is the dealer that is lacking. Ive been trying to get clarification and am getting no response from the person in charge. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2023

  Hello. My name is **************************, General Sales Manager here at Covina Hills Chevrolet. *************** to the most recent update that was sent to me regarding ************************** complain. We are actively working with the *** to correct this issue for **********************. Our *** clerk has walked in to the *** office as early as yesterday to continue to find a solution. We have been told the *** is conducting their own investigation on this matter and that they will be contacting us as soon as they have a solution. We fully understand the frustration that this has caused ********************** and want nothing more than to resolve this as quickly as possible. As far as the TheftPatrol issue that ********************** has also mentioned, we have advised that the vehicle be brought to our service department so we can perform a full diagnostic on it, our technicians are well trained to service this vehicle and the problem that's being mentioned. Please let me know if you have any questions or concerns which i'll be glad to discuss with you. Thank you.

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20350611
  
  I am rejecting this response because:

  The theft patrol was taken care of. The harness was not installed correctly after the device was originally installed. Once they installed it, i was able to login and see it running as well as my obd 2 port functioning. The problem now is that the terms of the theft patrol is not what was initially signed. It shows 3 years when 5 is on the contract. As far as the *** is concerned, Ill be waiting for a response. My temp tags are now 2 months past due.  I need to know that if I get pulled over or receive a ticket that the dealer will take responsibility. Or I need them to issue something that shows it is being taken care of. Again, no phone calls, no responses, no returned calls from anyone to discuss this from the dealer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/17/2023

  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.

  On March 30, 2023, my son and I test drove and then purchased a 2019 ***** Fit from Covina Hills Chevrolet. As part of that purchase, we spent an additional $4600.00 to secure a Theft Patrol Stolen Vehicle Recovery device on the car (We later learned the device was already installed on the car). The contract we signed was for 60 months of protection Our first problem was that the Theft Patrol app only showed us as having 36 months of service. I contacted Theft Patrol and was advised to contact the dealer who would then update the subscription term with Theft Patrol. I sent Covina Hills a FAX advising them of the issue and included a copy of the signed Theft Patrol Contract (4/3/2023)On April 7, I looked at the Theft Patrol App and notice the subscription had not been updated. I called *********** at the dealership and he assured me his director would take care of it. Interestingly, my issue with Theft Patrol has not been addressed by Covina Hills, but I receive almost daily calls to get me to purchase a new car. Very frustrating!!A few days later, I looked at the Theft Patrol App, and notice not only has the subscription term not been updated, but the tracker had stopped functioning almost as soon as we brought the car home. I emailed Theft Patrol asking if the tracker had died, but their response only dealt with contacting the dealership about the subscription term.The Theft Patrol App shows the car as not having moved in 11 days. This is not true. The tracker obviously does not work. The service was purchased for peace of mind, yet provides none. It has actually caused additional stressspending $4600.00 on something that does nothing (and knowing interest will add to the cost) is quite stressful. So is the fact the neither Covina Hills Chevrolet nor Theft Patrol seem to want to provide any assistance. The ******************** appears worthless in my eyes. I would like the purchase price refunded and taken off the finance contract.

  Business Response

  Date: 04/24/2023

  General Sales Manager ***************************** personally reached out to customer and explained the purchase for Theft Patrol. He has been in contact with her since this week and confirmed, no refund would be owed since Theft Patrol is now working correctly. We believe this issued has been resolved with our customer. 

  Customer Answer

  Date: 04/24/2023

   
  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:08/18/2022

  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 purchased a 2022 corvette from them 12/2021. The vehicle was salvaged 4/2022. I contacted them to get my warranty refund. They were impossible to reach and never returned my call. Until someone gave me the warranty places number. I did the paperwork for the warranty place. They said the dealer would have my check in 10 business days. After months of no calls or returned calls. I finally got a hold of a manager that said my check will be mailed out next business day. 7 weeks goes buy and no check. Countless calls and voicemails to managers. No response. I had to fly down to ********** from ******* To show up in person for them to tell me that they have my check and that they need more paperwork. When the warranty company already issued a check in my name. I need to convey to this dealership that this is not acceptable and there has to be a consequence. I had to spend ****** to come to ** from ******* It's not an issue of inconvenience. It's an issue of right and wrong. They have treated me like a joke until I told them I'm contacting BBB.

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 15, 2022/09/26) */ Our dealership process for ancillary product cancellation requests are between 6 - 12 weeks. This customer requested cancellation of extended service contract through General Motors. We requested cancellation and received credit to issue refund. We requested copy of payoff letter from lien holder, without payoff letter, dealer returns credit to lien holder and not customer. Customer *************** was able to provide payoff letter, and we created check directly to customer on August 18,2022