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:02/25/2025

  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.

  When purchasing my 2025 2500 hd truck I ordered weather tech floor mats with a few other things and also promised a s3cond free oil change. When they did my window tint and spay in bed liner truck came back dirty inside with water marks all on door and dash no worries I'll clean. Look at floor ****** they are ***** all weather not weather tech like promised. So I did not sighn for work since they said they would resolve. They contacted me again to say they could not get weather tech direct. Said they did not have acc. So said ok ill take my $300 back on these and buy myself. Said they can't refund used ****** lol. So we came to settlement of an under storage box for all the headaches and I agreed. Then box comes in and they want to trade for the used ****** in my truck that I paid $300 for. The box us only $160 and I'm sure thier cost is less. So I said you going to refund difference and give me my original ****** back. They said truck never came with ****** it 100% did and why would they want my used ****** back that they said they could not refund sounds like they want to clean put in another truck and up charge. This is what you get i guess when you buy locally never dealt with such issues on a truck that cost so much.

  

  Business Response

  Date: 02/26/2025

  Dear Mr. ***************** you for your businessI truly appreciate the opportunity to serve you. Your satisfaction is our priority, and I want to ensure you are completely happy with your purchase.
  We are pleased to offer you the under-storage box. The total value, including labor and installation, exceeds the amount you originally paid for the all-weather mats. However, we will cover any additional costs, so there will be no extra expense to you. I apologize for any miscommunication and any inconvenience it may have caused. I would be happy to discuss this further and provide a detailed cost breakdown for your reference. Please let me know how I can assist you.
  
  
  Thank you,
  **** ****

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

  Customer Answer

  Date: 02/28/2025

  
  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:12/12/2024

  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.

  Ive been trying to get my truck fixed since I got it in may 2022. Ive taken it in a few times and they have fixed some items. Im still waiting for a camera to come in. They knew about it and never called me when it came in. They claim that person left . And now its back ordered I took my truck in dec 18th 2023 for a check engine light and haveel been waiting for over a year to get it replaced . I made an appointment and a guy named ****** promised he would call me back . He never did. I left messaged and no one from **** called me back. A guy named **** that is a directors from another shop said he knew **** director and promised to get back to me . He never did. Its been silent from **** for about 3 plus weeks now . I last spoke to **** ***** and **** . He promised to take care of me and the issue . I have not heard from him in over 3 weeks. He said he was the service department manager . **** talked to me on a Friday and said he would call me on Saturday to let me know about my engine part. Never heard from him . I figured it because they dont work on Saturdays but still have not heard from anyone at ***************

  

  Business Response

  Date: 12/17/2024

  Hi Mr. *******

  thank you for taking my call today. I have located the back ordered part and we are ready to install the part at your convenience. Please call me directly to schedule your appointment.  thank you for your business and giving us the opportunity to address your concerns. 
  Thank you,

  
  ***** W. ****
  General Manager
  **** Bros. Chevrolet - *******************
  Office: ************ I Ext. 3122 I *****************************************

  
  

• Initial Complaint

  Date:10/18/2024

  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.

  We bought a truck from this place and was suppose to get running boards and 5th wheel hitch installed that was addressed when we bought the truck. They missed the appt to pick up our truck to take it to service and then when we called they had no idea what was going on. 2 days later they got the truck and said we would have it in 2 days. The 2 days came and no call from them, we called them and they said they forgot to check our door that we told them about when we bought the truck it would be another day. We get the truck back and what they installed and gave us are not compatible with each other for the 5th wheel hitch. We have been trying to contract them to fix this problem and no one will get back to us. Its been over a week.

  

  Business Response

  Date: 10/21/2024

  Mr. ******, we appreciate your business and we value your business. The parts you ordered and signed for is what was installed. It is compatible for towing a 5th wheel trailer. We understand that you wish to have a different set-up. We are actively working to find an alternative. Please reach out directly for further assistance. 
  

  **** ****

  General Manager 

  Moss Bros. Chevrolet 

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

  
  

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because:

  The attachment is not compatible to the hitch that is installed into our truck. It also was not what we had agreed on when signing paperwork. This could have caused danger to me and my family because the attachment doesnt secure to the truck. Yes it works for a 5th wheel but it doesnt attach to the hitch you installed therefore the 2 parts you gave are not compatible together. We are still without a resolution and the customer service has been awful with getting back to us. 

  
  

  

  Business Response

  Date: 10/23/2024

  Mrs. ******* I have been in contact with your husband **** for the last 2 days and we have come to a resolution. Per your husbands request we will allow you to exchange  the original Fifth Wheel Trailer Hitch adapter for the new part that **** selected and emailed me on 10/22/2024 GM Part # 84632891 at no additional cost to you. Thank you very much for your patience.  

  Customer Answer

  Date: 10/23/2024

   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.

• Initial Complaint

  Date:06/13/2024

  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.

  I purchased a used 2020 Suburban from MOSS Chevrolet in September of 2020 Vin# ***************** in Sales Representative *******. He sold me and extended warranty that I specifically asked if it covered the transmission and he said yes. So I purchased a ***** dollar extended warranty for 6 years or *******. Fast forward to now in June 2024 my transmission went out I called to get it covered by warranty and was told it was not covered. So I asked what it does cover. I was given the run around and told you contact the warranty. I did and they told me I had to contact the dealer for that information. So its seems nobody has the information. I just want to see on paper what my car is covered for because I spent a lot of money on a warranty that apparently covers absolutely nothing and it feels like I was scammed by the salesman.

  

  Business Response

  Date: 06/18/2024

  Hi ********************, thank you for reaching out and I am happy we were able to get your vehicle into our repair facility to inspect and repair under warranty. We welcome the opportunity to service your vehicle and keep you on the road going forward. 
  
  
  Thank you,
  *****************

  Customer Answer

  Date: 06/21/2024

   I am rejecting this response because:
  
  The business did immediately respond and has promised to fix my vehicle which I am so grateful for but as of right now Im not gonna accept this response because it is not fixed yet I do not have my vehicle back it was promised to me Friday 6/2/2024 complete from repairs and its is now 6/2/24 at the end of the day and i do not  have my vehicle back, and I have not been called or updated. I have gotten nothing but great customer service so far but Im not gonna say that Im completely satisfied, and that Im comfortable closing this complaint out until I actually have my vehicle back and can say I am happy and satisfied. 

  

  Business Response

  Date: 07/02/2024

  Dear BBB,

  The transmission has been repaired and the customer is driving the vehicle. 

  Thank you 

• Initial Complaint

  Date:11/10/2023

  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.

  I purchased my vehicle on 08/24/2023, I was told to do a one way trip pass instead of register my car since I was moving to ***** from **********. When I got to ***** the paperwork wasnt appropriate to register my car and I was unable to legally drive my car. When I tried reaching out to **** **** literally no one would help me. I was put on hold and hung up on multiple times. I was transferred to managers voicemails who never called me back. I was told they could call me back or just hang up on me but no one called me back. I received my title to register my car 45 days after when it was promised. We would have just paid registration in ********** to make it legal and easier b it they insisted. Also we paid for all weather floor mats that we still havent received as of 11/10/2023. For weeks we have been told they are on the way. I called on 11/8/2023 asking for a refund and again no one could help me. Finally a worker named ******* spoke with me in the parts department and told me the mats were never ordered. She couldnt help me with a refund she said sales could give it to me. I then called sales and spoke with a man who said his name was ****** who told me they could do the refund but he needed a manager. Again he would have to call me back, but never did. Today 11/10/2023 we spoke to ***** and he told us they had the mats the whole time and because they have them I cannot have a refund. He also told me there is no man named ****** in sales. He then transferred me to a manager ******* who is telling me I cant have a refund and giving me all sorts of excuses. He tried telling me he could refund the money to my old debit card but I had to change it when I moved. Hes refusing to send a check or refund to the bank account. This business is taking money from customers and not providing service until its convenient for them. I just want a refund for my mats. I paid **** for them.

  

  Business Response

  Date: 11/14/2023

   **************************, thank you for your inquiry. We did issue a DMV One Trip Permit for your vehicle and submitted all necessary documents to the California DMV to accompany the sale of the vehicle. To register your vehicle in ***** you would need the title and report of sale. We did not receive these documents from the California DMV until October 3rd and we sent them out to you same day. We recommend reaching out to the California DMV with any further questions concerning those documents. I would like to apologize for the delay in the shipping of your floor mats. Product shortages and the ************** labor strike led to this delay but your floor mats have been shipped. I've included the tracking numbers below. If I can assist any further, please reach out. 
  
  
  FedEx Tracking: 786299156001, ************, 786298894277

   

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

  General Manager

  Customer Answer

  Date: 11/15/2023

   I am rejecting this response because:
  
  No one told us we couldnt register our car with the one trip pass and this is the first time I am receiving any tracking numbers! I am very upset I could not get a refund for my floor mats that were promised to me 2 weeks after my purchase of my vehicle. I was told by 2 people I could get a refund and then refused a refund because the debit card I have now was replaced by a new one. This customer service is unacceptable. They had no problem taking my money. No problem! However they do have a problem proving customer service. Never did they once reach out and tell us there was problems with our order. We had to continue calling over and over and being hung up on and transferred to managers voicemails who never returned our calls!

  

  Business Response

  Date: 11/16/2023

  Dear **************************, I apologize for the inconvenience and would like to take care of your next (2) oil changes, at a dealer closest to you. Please let me know which dealership you'd like to use and I will get this handled for you.

   

   

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

  General Manager

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because I would like the manager to set the oil changes up at auto nation Chevrolet dealer in ********** ** address: *****************************************************************
  

• Initial Complaint

  Date:11/07/2023

  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.

  I purchased a used Suburban VIN ***************** from ********** and *************************** on 7/5/2023. Upon discovering the car was missing one of its key fobs prior to leaving the dealership, I was promised the dealership would provide the additional key. I followed up with **** and ****** 5 times over the following 3 weeks, after which they refused to provide the key and instead gave me the phone number of a 3rd party key service. I'd like the dealership to provide the key as agreed during purchase negotiations. ****'s cell ************** Dealership ************** 1) Sent Mickey ************************** email on 7/5 2) followed up on 7/31 3) Reached **** thru dealership general line 8/3/23... said he'd call me back 8/4 after getting with ****** 4) Left VM with **** 8/9/23 5) Left another VM with **** 8/10/23 6) Referred to 3rd party provider

  

  Business Response

  Date: 11/07/2023

  ****************:

  I'm sorry for all the run around you have received regarding getting you a second key for your vehicle. I am happy to assist you with this request immediately.

  Please call me and I will get this handled.

   

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

  General Manager

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

• Initial Complaint

  Date:10/29/2023

  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.

  We had been in the process of purchasing a new Chevrolet Suburban, as we already own a 2019 Suburban. However, we experienced dishonesty and disrespectful behavior from the dealership staff. We felt targeted, especially when the salesperson told my wife to be quiet and stop speaking. We had engaged in three days of phone conversations to ensure that if we made the trip to the dealership, they would be able to meet our requirements and work with us. They made promises to that effect. Unfortunately, upon our arrival, the salesperson we had been communicating with was absent, and a different salesperson took over. This new salesperson continued to express frustration about taking on our case. Despite our arrival with a loan and a check from our bank, Navy Federal, the salesperson insisted on running our credit again, falsely claiming it was a legal requirement. We had no need for approval from other banks, as we were prepared to make the purchase outright. Furthermore, the salesperson rudely told my wife to be quiet. The manager, ******, who had also contacted us and provided false information, refused to address our concerns directly.During our phone conversations with a person named ****, lasting three days, we were informed that the Suburban had an MSRP of $72,000. **** assured us that they could bring the out-the-door price down to $67,000. However, upon our arrival, the dealership suddenly claimed that the price was $88,000, not including taxes and fees, which would bring the total close to $98,000. This blatant deception wasted our time, forced us to make an unnecessary trip, and subjected us to disrespectful treatment. Such behavior is entirely unacceptable.We visited 10/28/23

  

  Business Response

  Date: 10/30/2023

  **************, thank you for bringing your concerns to my attention. Please understand that I have spoken to the sales person and he denies that he ever quoted you a price, as a matter fact, our company policy is, sales people are not authorized to set the final price of any vehicle. I would be happy to sell you the 2023 Suburban RST VIN ****** at MSRP which is $73,595 plus applicable taxes, license and fees. This offer excludes the acceptance of your trade. I would be happy to personally assist, explain, and make sure you are comfortable with your purchase. Please call me directly if you would like to move forward.

   

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

  General Manager

• Initial Complaint

  Date:08/29/2023

  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.

  In May of this year I wanted to lease a vehicle from **** **** and they refused me. Instead, they lured me into a seven (7) year contract on a new vehicle. The car had manufactures defects in the paint. They agreed to fix it, but a noticeable bubble was there when I picked it up. I did not mention it, and I am not sure why. Now in that spot the paint as chipped and **** **** is refusing to fix it. All I want is for them to fix it.

  

  Business Response

  Date: 08/30/2023

  ******************, thank you for bringing this concern to our attention. We will be happy to work with you to file this concern with *************** GM will require extensive and detailed photographs of the concerns and they will bear the final decision on repair. We are happy and willing to champion this on your behalf, but the responsibility for this lies solely with ************** as they are the manufacturer of the vehicle, **** Bros. is not. 

• Initial Complaint

  Date:08/24/2023

  Type:Billing 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.

  **** **** refused to use my loan number agreement with Altura credit union, and ran credit reports 5 times, which I can only assume was done with malice vs incompetence because I was accepting their offer. Lowering my credit score immensely. Not to mention their websites specifically stated No MSRP markups in the descriptions of all their vehicles, and that was bold lie. They attempted to push a $2995 markup on the vehicle I was trying to buy, by hiding it under the "discounts" sections.

  

  Business Response

  Date: 08/25/2023

  ********************, thank you for reaching out with your concerns. When you submitted your credit application with **** Bros. you consented to a hard credit inquiry. To secure the best loan terms for you at the best rate, you information was sent to multiple lenders. You will see a separate inquiry on your credit report from each of these lenders, but your credit score won't be penalized for each one (please reference experian.com for these facts). Mortgage or auto loans are typically treated as one inquiry if  made within a specific period of time (***** days). An inquiry may temporarily drop your score 5 points or less for those with good credit. 
  
  
  We also do offer non-performance and non-limited production vehicles without dealer mark-up. Some vehicles have after-market accessories which would be an additional cost above MSRP. If you would like for me to locate you a vehicle at MSRP, please reach out and I'll be happy to help.

• Initial Complaint

  Date:07/10/2023

  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.

  I filed a complaint against them at the beginning of the year 12/22 I dropped my car off for service after picking my car up and going over the invoice notice I was charged three additional times saying I approved charges and I didnt your investigation proved they had taken the money without authorization and ******************* said he would finish the tuneup by replacing the 2 coils that was needed I awaited his call to set up the appointment but he never called meanwhile my car goes back down my friend came back down to check it to see what the problem was and it was the same code it was previously After they picked up the car and had it three days I called them for them to tell me they noticed a air leak and took apart the top of the motor The next day they notified me they were taking apart of the bottom of the engine for something that didnt show up when scanned because thats what corporate told them to do So then they came back with its going to cost me $1900 First they stole money said they were going to investigate never got back to me I called them Mr ***** said I wasnt going to get my money back they take my car back didnt get authorization to do piston work only had authority to finish the tuneup

  

  Business Response

  Date: 07/11/2023

  *********************, we appreciate the opportunity you have given us to address your concerns. As part of our commitment to you, we have refunded $142.98 from the previous repair (RO ******), had additional diagnostic testing done at no cost to you, and paid for your vehicle to be towed here in. After completing the additional diagnostic testing it was determined that your vehicle was experiencing internal engine failure. With your approval, we tore down your engine at no cost to you. It was discovered that your vehicle needs new pistons. Your vehicle is out of factory warranty but we contracted ************** on your behalf and they have agreed to cover this repair in part with a contribution of $4286.67 and with your customer participation of $1428.89. This repair would normally cost $8747.370. ********************* is saving $7318.81. We have gone above and beyond and await ************************* approval to move forward with repairs or pick up her vehicle.