ComplaintsforEpic Chevrolet and Cadillac

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 22, 2022 we purchased a brand new 2023 ***** Trailblazer from Epic Chevrolet **************************************************************. Because we are seniors and my husband has a degenerative disease we also elected to purchase the platinum level service contract of 84 months or ****** miles for $3,462.00.On April 18, 2024 we traded the ***** Trailblazer in for a ***** Colorado truck. The Trailblazer had ****** miles on it and the service contract was never used. Our request for a refund on the unused portion of the service contract was submitted and we were advised that a $2,742 check payable to us would be sent in ***** days. In June of 2024 I began trying to reach the finance manager, *********************, who had filed our refund request. He nearly always responded with polite apologies and explanations about being short staffed and how accounting was impossible to get in touch with because a single employee was handling two dealerships. There was never any resolution.In July 2024 I received a return call from ********************* who had taken over as finance manager. He assured me he would look into it and apologized for the delay. When he did call back he said he had been able to research this refund request and found that the check had been mailed to the dealership some time ago (possibly late May - ). He promised he would get it resolved.In August 2024 I asked my husband to try and handle this and get our refund. I was out of patience and wondered if a man dealing with a car dealership might be more effective. He has spoken with ********************* twice this month-the last conversation on or about August 6. He was promised the the issue had been resolved and the check would be mailed that day. The following two calls have not been returned and no check has been received.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/20/2020

  Business response

  07/01/2024

  Mr. ******************* I would like to take care of any issues you have. Could you please be more specific in the problems you have? You may contact me direct or through the BBB's portal. I look forward to hearing from you soon thank you. 

  Customer response

  07/09/2024

  I am rejecting this response because:

  I BOUGHT THE CHEVROLET   SILVERADO 1500 FROM FOLSOM LAKE ***** WITH UNDER  *****. MILES ON IT. I TOOK IT TO THE NEAREST. CHEVROLET DEALERSHIP. WHICH IS EPIC CHEVROLET.   BECAUSE I HAVE  FACTORY WARRANTY    THEY NEVER FIXED THE PROBLEM EVEN WHEN I POINTED IT OUT INSTEAD.  WHEN THE WARRANTY RAN OUT A FEW YEARS  LATER. THEY. SAID OH YES. IT  DOES HAVE A PROBLEM BUT YOUR WARRANTY HAS  EXPIRED. YOU NEED TO PAY FOR IT BUT I. TOOK IT.  TO THE SAME DEALERSHIP THREE. TIMES I HAVE. PAPERWORK.  DATES AND TIME.   AND ALSO TOOK. IT. TO *********** ***** THEN THEY TOLD ME GO ACCROSS THE STREET TO. THE CHEVROLET. DEALERSHIP. I DID. SAME THING.

  Business response

  07/10/2024

  ***** would like to set up a meeting with you. I would personally like to view all of your paperwork and go over what your options are. My number is **************. Feel free to reach out to me to set up an appointment. 

  Customer response

  07/11/2024

  I am rejecting this response because: They did not respond  to my complaint they said they are too busy 
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/27/24 is the day I brought my vehicle to the dealership to trade in for a vehicle they had on their lot. My vehicle was worth more than the trade so they owe me money. I was told that the accounting person would be in on Monday and I should have my check by Friday. It is now 5/9/24 and after many emails to my sales person and a phone call with the finance person who did all the paperwork- no one can tell me where my check is or when it was issued or when it was mailed.In addition, it was not until I was in the car to leave that the sales person tells me they only have one key to the vehicle and that the previous owner still has the second key. I have tried to call the accounting department, no one answers the phone and there is no voicemail system.

  Business response

  05/09/2024

  ****************, I want to extend my sincerest apologies for the experience you've had with us. Following our discussion today, May 9th, 2024, I can confirm that your check was dispatched on May 7th, 2024. I understand it *** be disappointing that it was sent via regular mail rather than next day air, as is our standard procedure for all mailed checks. I regret any confusion regarding the timing and process that *** have arisen. We are committed to making necessary adjustments to enhance our service for you and all our customers in the future. As I mentioned earlier, please don't hesitate to contact me if you haven't received your check within the next day or so.
  
  
  
  

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 20th 2024 I purchased a 2016 pre owned Chevrolet Spark EV from Epic Chevrolet *********************. According to the dealership and the car fax provided by them nothing was wrong with the vehicle. After only owning the vehicle for two days I found out the main battery was degraded by over 10%. With Chevrolet Sparks only getting an 82 mile range on a full charge that only left me with a 70 mile range on a full charge. I brought the car back to the dealership and spoke to the manager and explained I was sold a car with a degraded battery. He told me it was MY fault and I should have done my research before purchasing. Which I did, EV vehicle batteries are only meant to degrade 2.3% a year. I have now only owned the vehicle a week and it has degraded even more only getting 67 mile on a full charge.I even paid $5000 for a warranty which they didnt tell me didnt cover the main batter till I had already signed most of the papers. I simply want to exchange the vehicle or have the main battery replaced. Its simply unacceptable for them to sell a vehicle with a degraded battery whether or not its used or new.

  Business response

  04/23/2024

  We're truly sorry to learn about your experience with our dealership. While our used vehicles are sold "as is," we understand that misunderstandings can occur. We're committed to finding a solution and have attempted to contact you several times to address this issue. Please don't hesitate to reach out to me, ***************************, so that I can personally assist you in resolving this matter.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We worked with the salesman (*****) in fleet for 4 days on the purchase of a Camaro and we came to a cash term on the car. The salesman said his manager approved the purchase (which was $46000 over the **** price) I told the salesman that we will be right down and headed there immediately. On the way there their manager called and said never mind that they are retracting their offer as they got a higher offer now. We arrived there within 10 minutes and their Manager refused to stick to their offer an said that it's not for sale now. We got the general manager on the phone (*****) and although he kept saying that it's not about the money, it surely is. He also stated that they had a higher offer than ours and he had to do what is right for the company. I stated again that this was an accepted offer from his management team and although he acknowledged that was the fact he feels that going for a bigger profit is is more important. Still trying to make this purchase work as a good will offer we upped our offer to $50,000 over the ****. Apparently making $50,000 plus profit on a single vehicle is not enough as they still turned us down after accepting $46,000 over **** to begin with. This is no mistake...we offered $50,000 over the ****. If this is not greed especially after they accepted our offer than I don't know what is. ***** their General Manager and part owner of EPIC CHEVROLET told me if I want to pay $85,000 over the **** he would do that...REALLY....Your management team agreed to $46,000 over and that's not enough???? Tell me that's not enough profit on 1 car and then to tell me that they will sell it to me if I up my offer by another $35,000. I am so frustrated. To accept an offer and on our way down to get it (and within ***** min) and then turned away. That is absolutely no way to do business. Considering ***** (general manager and part owner) Allows his management team to conduct business this way and not stand behind what the agree to is a terrible way to do business.

  Business response

  02/19/2024

  ****************, I acknowledge your disappointment regarding this issue. As I previously explained, the salesman mistakenly accepted your offer, which prompted the sales manager to contact you within 5 minutes to clarify that he couldn't proceed with that offer. Regrettably, you were not present at the store during this exchange, and the sales manager promptly reached out to you once he spoke with the salesman. It was intended for the salesman to relay your offer for consideration, not to accept it outright. Such occurrences, though rare, can happen in business.
  

  Despite your knowledge of the situation, you chose to proceed to the dealership. We sincerely apologized to you multiple times for the confusion. Despite being met with disrespect and profanity, we endeavored to assist you in finding a suitable alternative vehicle. Despite the challenges, we persevered in resolving the misunderstanding.
  

  As I mentioned previously, I remain committed to assisting you in any way possible. Should you require further assistance, please do not hesitate to reach out. Otherwise, I wish you the best in your ongoing search for a vehicle.

  Customer response

  02/19/2024

  I am rejecting this response because: the dealer is not speaking the truth                                                         firstly the salesman called us back telling us that the sales manager in fact accepted our offer

  secondly  we told the salesman right away that we are on the way and in fact did exactly that

  as we were on the road heading there they did call us to cancel their accepted offer when we were 10 min away

  there was absolutely no profanity spoken

  they said they had a higher offer after they accepted our offer.   It had nothing to do with anything other than they got greedy with a larger offer over the phone call from *******

   

  The manager just came out and said we will not sell you the car because of a higher offer   Not because the salesman made a mistake

  Lastly  they did say that we could buy it for a new price $185,000    We had agreed on $145,000 .    The MSRP is $89, and change   
  

  the only truth here is they did call us as we were already several min away   
  

  they are very unfair with their practices, not honest about what they say and agree to, and 100% not speaking the truth .    
  

  Oh and they never did try to get us another one or offer anything else..   

  they totally lied

   

   

   

   

  
  

  Business response

  03/22/2024

  ****************, I want to clarify that there has been no deception in this situation. The sequence of events is as follows: our salesman engaged in a discussion with you, and our manager contacted you prior to any financial transaction or your arrival at the dealership. Although I understand your disappointment, we did explain this to you previously. As I mentioned earlier, if there is another vehicle we can offer you for purchase, we are more than willing to do so. However, you declined that option. Unfortunately, the vehicle of interest is no longer available, which seems to be the crux of the issue. I once again extend my apologies for any misunderstanding. Our actions were not driven by malice, and we promptly informed you of the situation shortly after our conversation.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/29/2023 I took vehicle in to Epic Chevrolet on **************** where I purchased vehicle because when I got in the truck this morning it alerted me that the traction control was off and brake fluid was low. I took vehicle in to ***** to have inspected. They called a couple hours later stating that the vehicle has an after market exhaust and that they determined the brake line was leaking due to the exhaust. They stated that it wouldnt be covered on extended warranty I purchased because it has after market exhaust and I explained to them that that is the same exhaust they sold on vehicle to me. They said they had no control over this and advised me to contact my vehicle insurance and lie and tell them that I heard a noise while driving and I advised the service tech that I am not telling them that lie because that is not what happen. They said they wouldnt be able to help with this and I would need to file a claim with the insurance company. When I called insurance company they stated they would not be able to file a claim for this. This is very upsetting that I pay all this money for vehicle and extended warranty and this is the 2nd vehicle we have purchased through them and not the first time they have given us problems when needing service on vehicle. ****** the tech was extremely rude and very unprofessional for telling us to lie to insurance company.

  Business response

  03/22/2024

  ************** reached out to our dealership via email to voice his concerns. Upon receiving his email, we thoroughly assessed his situation and ultimately agreed with ****************** perspective. Subsequently, we took the necessary steps to repair his vehicle, entirely at our expense, resolving the issue satisfactorily. Upon our follow-up with **************, we are pleased to report that he expressed contentment with the outcome.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The vehicle has been in use since 8/9/2023. I trust the Lord and his guidance to repair my car. I invited the ****************** at ********************* Epic Chevro to repair the vehicle. It been in their care since 11/14/23 and they have not repaired my car even with a warranty being provided from Future Chevrolet. The battery was tested by Auto Zone and was reported in above average condition. The dealership stated they could trade the car in but has been unsuccessful in helping me only with the sole intent to help others remain homeless and ******* in Sacramento. They have been negligent in business practices as explained to PJ.*********************** of Future Chevrolet 4811 ******* sent me a document telling me to give it to the Service Ctr of Epic Chevrolet ****** AveHoping they could repair the car. I spoke to PJ of Epic Chevrolet whom asked me to provide a copy of the warranty. The sheriff informed me to file a civil lawsuit.

  Business response

  04/23/2024

  ******, I completely understand how frustrating these situations can be. Unfortunately, when it comes to extended service contracts, we're bound by the rules and procedures set by the company. In this instance, they've determined that certain repairs aren't covered under the contract, hence they're asking you to be responsible for them. While we're eager to help in any way we can, our hands are tied when it comes to overriding their coverage decisions. Please don't hesitate to reach out if you have any further questions or concerns.

  Customer response

  04/23/2024

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

  I spoke to the complaint resolution department yesterday. They told me they are escalating my case to finalize the repurchase of 

  a new vehicle 2024 Chevrolet Malibi to replace the non operable *******. 2015.

  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in for service on Saturday 11/4. I was told I would be called in a few hours, the afternoon went by and they called me around 2pm to let me know it was the thermostat and it would be around $900. I told them no, I would pick up my car. I advised them I was at an appointment and might not make it by closing at 4pm and if they could leave my keys with the sales department. I was told no, I had to be there by 4pm or wait until Monday. I couldn't make it so my car stayed until Monday. I took my car to a different shop on 11/15 and they advised my thermostat was working perfect and it was a different issue which was then fixed and a lot less than what the dealership wanted to charge me for the WRONG part.

  Business response

  12/04/2023

  Thank you for dedicating your time today. I sincerely apologize for the less-than-ideal experience you encountered. Despite our technicians' commitment to excellence in their assessments, the inherent unpredictability of vehicles and their software poses challenges to achieving perfection. I will address the communication lapse with my team, as you mentioned difficulty reaching us to share your experience. In acknowledgment of your inconvenience, I will initiate a refund for your diagnostic fee, as it was the only charge incurred. If you encounter any future issues, please feel free to reach out to me directly. Your satisfaction is of utmost importance to us. 

  Shouen Newsome 

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

  Customer response

  12/05/2023

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

• Initial Complaint

  10/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive asked for my ****** deposit back since they forgot to apply it to a vehicle I purchased from them. They wanted me to text them my card number and I told them no due to me not feeling comfortable doing that with my business card. All I asked was for them to send me a check for the ****** deposit they forgot to use. Its my money and they wont return it. The deposit was from 7/16/22. Thats how long Ive been waiting for my money

  Business response

  10/26/2022

  I spoke with ***************** this morning and he has received his deposit check. All is good now.

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

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

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