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:03/15/2024

  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.

  Ive taken my car to the dealership about ******* and paid thousands to fix it theyve gave me different issues that can be causing my one concern over eve visit and maybe saw me as a girl they can scam and they did. My car was never fixed the issue has still been going on with my car and they dont want to help me.

  Business Response

  Date: 03/20/2024

  The consumer's vehicle has been into our shop a few times since purchasing the vehicle from ** in October 2021 with 63k miles on it.  The most recent concern was for a brake squeak/squeal at 97k miles.  The consumer has consulted an outside repair shop for advice of what to do prior to bringing the vehicle into us, so we were following those customer requests based on outside repair shop's advice and replaced brake pads and resurfaced the brake rotors.  The customer returned at 101k miles complaining of the squeak again.  We have recommended new calipers as they have been covered in rust for quite a while and we feel could be the cause for the remaining squeal the consumer is hearing.  Prior to sale of the vehicle to the consumer with ***** miles on it, we replaced the brake pads and resurfaced the brake rotors at that time.  At a later routine service visit we recommended brake pad replacement on 10/20/2021 with the vehicle at ***** miles, when a 27 point inspection revealed front pads were at minimum specifications- the consumer declined that service.  We did not see the vehicle again and there was no complaint of brakes until ***** miles in July of 2023.  It appears that someone else replaced the brakes after the visit to our shop at 80k miles on 10/20/2021... which may have contributed to the overall brake issue and chasing this 'squeak/squeal' that the consumer is hearing.  Also, it should be noted that as the vehicle has over ******* miles on it will have more squeaks and squeals than a newer vehicle with newer parts as they do wear down and wear out over time.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21441126
  
  I am rejecting this response because: have never recommend new calipers. I guess deceiving people what this business relies on. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/25/2024

  Please see the attached text conversation where we notated the rust on the calipers.  We apologize that you have had a frustrating experience with your brakes, however we have done our best in our interactions to carry out your requests and/or notate the potentially faulty parts.  Thank you.

• Initial Complaint

  Date:09/22/2023

  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.

  I bought my truck in July it has sat in the shop for 20 days. Its been back three time for a break line thats still leaks. The heater wasnt working. The seat heater didnt work. It has also been through two multi point inspections and the first inspection they said it passed. I had found a break line leaking a heater that didnt work, the dart heater didnt work. It also had no cabin filter and also the air filter was clogged. The second inspection it passed. I found it still has a leaking break line

  Business Response

  Date: 09/26/2023

  To Whom it May ****************** truck in question has been into our shop one time under the customer's name for a brake line repair.  The truck is lifted and thus had a brake line extension on it, which took some time to get the part from outside non-OEM sources.  There has been no complaint since the repair was completed in August.  Additionally, the truck was just in our service department again as recently as the beginning of this month for a separate HVAC issue.  In the **** miles since purchase the heater stopped working properly.  It was found that the repair was NOT covered by the extended service contract purchased by the customer.  In an effort of a one time goodwill adjustment, Platinum Chevrolet covered the $2000 repair on behalf of the customer.  It should also be noted that this is a vehicle currently with approximately 118k miles on it and regular wear items will begin to require regular maintenance on a regular basis.

  Thank you.

• Initial Complaint

  Date:07/27/2023

  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.

  Just call me or email. There is to much detail to go over for this text box.

  Business Response

  Date: 07/28/2023

  We spoke to ****** via phone yesterday.  There is an open repair being covered by the customer's service contract, however there have been long parts delays that are outside of our control.  We want to get part in, vehicle repaired and back on the road ASAP, but are unable to affect how soon the part is delivered to us.  We have all agreed to have the customer pick up his vehicle if the part does not show up today.  Once the part does arrive, he can bring it back in and we can complete the repair.   It is a cable for the rear camera that we are waiting on, so it is not a safety issue in any way.

• Initial Complaint

  Date:05/15/2023

  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.

  My van is a lemon and there is a horrible woman named ***** in the service department that is too loud, rude purposely tells all employees in the room and me that she try's to avoid me to which I wish that she would avoid me. Shes rude in every way and has cost me now at least $440.00. She still sticks her loud rude voice into my business and won't let me talk to the head mechanic to show him what this lemon is doing, when it's doing this major problem. When it has this problem I was told to bring it in and *****, supposedly trying to avoid me, refuses to let me show the head mechanic costing me $220 at least twice. The dashboard was stating several times to service the itrac, and *********, and ***** doesn't have a clue what that is. She can't explain it to me and my gut is saying now they've disconnected the wire that says that when my 2019 Chevrolet Express Van goes crazy. ***** doesn't belong greeting customers. I can tell no one likes her, it's clear to me and everyone. *****, is a blond, probably 50 lbs overweight, hating life woman, at Santa ***** ********* Maybe someone needs to service the Itrac or the Stabetrac to fix this issue and stop ***** from letting me talk to *****, head mechanic, to stop this issue from happening again.

  Business Response

  Date: 05/16/2023

  We regret to hear of your experience with us and would like to assist in any way we can.  A Lemon issue would need to be initiated through *************** we are not allowed to make that determination on behalf of ***************  We do not have a ***** that works here, however I did look up your file and it states that after multiple hours of diagnosis we are unable to duplicate the concern.  Furthermore, I do not feel it is in any way appropriate to comment on someone's physical appearance or view on life in regards to an attempted repair by our facility.  Unfortunately, on occasion we are unable to duplicate a problem that a customer has experience.  It can be frustrating and for that we apologize, however until we are able to duplicate the problem we cannot recommend a repair.  In the meanwhile, if you feel your vehicle is a Lemon then I would definitely recommend opening up a case with the ***************************************** with that concern as that is the starting point for those concerns.  We have no control over any of that process with GM.  Again, I'm sorry to hear that your experience was less than pleasant, but we will be of any assistance we can for you along the way.

   

  Thank you,

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

  General Manager

• Initial Complaint

  Date:12/23/2022

  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.

  Recently, I had some work done ro the truck after it broke down. I had a certified shop install the converter inverter into the truck which was the cause of the breakdown. After having a locksmith come out to try to reprogram the 3 sets of keys i had for the yukon, i was advised to take it to my local dealership. I called in advance letting them know that the Anti-Theft system needed to be cleared in order to get the truck to start but needed to charge the battery as well due to trying to reset the keys prior to the delivery. I was advised that they wanted to do a diagnosis and i advised that i had all the paperwork to support the need for only the code to be cleared. They said to bring it in which they shouldn't need more than a hour to diagnose it and wouldn't charge more if it didn't take long. i had towed again to there service department. Advised that they still wanted to diagnose the truck even with providing the documents. The next day i was advised that they wanted more time to diagnose which i asked why aren't they clearing the code as asked.12/17/2022 received email to buy back yukon. went in to speak to someone in regards and was given a bill for $615.00 and advised all the work done already needed replacement again for $6,100.00. Haven't heard from them since manager sent me to a small dealership (Skyline Auto Sales) who couldn't give me a reasonable deal for my truck as well due to the battery dead but wanted to give me another with double miles/payments. 12/21/2022 i went asking for my key so that i could pull out the battery myself to go charge it since they wont in order to get a reasonable buy back value and after being told ill be right with you 3x and watching them help others i was upset and tried to leave for work which waiting on them made me late. 2020 with approval they hadn't done any work which was approved while in there possession and this time 2022 they're not doing work asked! All receipts provided to you.

  Business Response

  Date: 12/26/2022

  Short version of our interaction with the customer- They brought it in for diagnosis based on prior repairs and recommendations from other repair facilities unable to fix the problem.  There was 3 total hours of diagnosis authorized by the customer totaling $615.  No other work was performed by Platinum Chevrolet in conjunction with this repair or issue with their vehicle.  Payment is still pending and we will not allow parts removed from a vehicle while in our possession until the repair order has been paid.  The vehicle is still here and has begun to accrue storage fees if not paid and picked up in the near future.

  The attachments show information from other repair facilities and an appointment confirmation from us prior to bringing in the Yukon, and an automated email with an offer to sell their vehicle.

  I don't see any claim or issue here.

   

  Thank you,

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

  General Manager

  Platinum Chevrolet

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18633873
  
  I am rejecting this response because:

  
  I initially contacted the dealer to ensure that they had the proper scan tool this vehicle needed since they were not able to handle the recalls issued! I did not request to have the truck diagnosed at all.. In fact, i advised on the phone call prior to the 3rd tow i paid to delivery the truck that they could 1) charge the Battery due to the efforts of retired ** Mechanics and Sonoma County Best Known LockSmith trying to reset my 3 sets of keys i own for the yukon; 2) CLEAR THE *****THEFT CODE WITH THE ** SCAN TOOL NEEDED. That was all that i needed and requested prior/during/and still requesting for the Dealership to do!  How can you even diagnosis a vehicle with a  DEAD BATTERY? You cant!
  If you are not capable to do these simple request then i want my vehicle back so that i may TOW IT AGAIN to ********* Chevrolet in **********, ** OR A FAMILY FRIENDS OVER WITH THE ********, ** DEALERSHIP to do as i request.Im sure they are equipped to do so in there shop.. Its really not that complicated.  After getting the runaround for a set of my keys and making me late to work i could had gotten the battery fully charged and reinstalled by now.
  
  

  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/06/2023

  Per Line 1 of the attached Repair Order your vehicle was brought to our dealership for Diagnosis, which you agreed to, approved and signed off on.  The prior faulty repair and subsequent issues with the vehicle prior to you being recommended to bring the vehicle into us are beyond the scope of our work.

  You were recommended to bring the vehicle into us because the prior repair facilities were unable to perform the necessary repairs to fix your vehicle.  ************** as part of your approved diagnostic was in contact with ************** Techline support directly (the Factory engineering technical team) to determine what the proper route for repair is.

  The Hybrid units such as yours are known to have certain issues that other repair facilities may not be aware of, which is possibly why they charged you and failed to fix the problem with their repairs.  I'm sorry that they put you in this situation- However, the interaction with Platinum still remains very simple.  It was brought in to diagnose an issue, and we found the issue and recommended the proper repair.  You owe $615 plus any storage fees incurred(per the back side of your original Repair Order) in order to pick up or have your vehicle towed back out of our facility.  We are willing to be reasonable with the storage fees if you are able to rectify your bill in a timely manner.

   

  Thank you.

• Initial Complaint

  Date:09/06/2022

  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 have asked them to cancel my reservation, and I have tried online, on multiple browsers, on different computers, they will not let me refund the $100 they state clearly as refundable many times on their website.The reason I want to cancel is because they have said they are not honoring the **** Chevrolet lists on their website.

  Business Response

  Date: 09/07/2022

  It is unclear what vehicle the deposit is put on, however I am assuming it is the ** Silverado?  If so, your deposit was put in with Chevrolet.com and the subsequent disclosures for that refund are also on Chevrolet.com.  We are the local dealer, Platinum Chevrolet and our web address is www.platinum-chevy.com.  When you select to put a deposit you are redirected to the Chevrolet corporate site to complete your refund.  We may not have received any funds from Chevrolet to be able to refund as of yet, but we can look further into this to clarify.

  What is the name associated with the deposit on file with Chevrolet?  What date was the deposit placed?

  Once we receive some additional information we can attempt to find out more information and assist in any way we are able, however I do want to reiterate that the deposit $ was giving to Chevrolet/General Motor Corporate and not Platinum Chevrolet in Santa ****.

  Thank you,

  Platinum Chevrolet