ComplaintsforPlatinum Chevrolet

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  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

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car was towed to Platinum Chevrolet after being hit (while parked). They acknowledged receiving it.Platinum Chevrolet told me for a month, repeatedly, that my car repairs were under way. I called every four days or so and they said they would be done "soon... by next Tuesday... early next week... etc."Then, over a month later, they told me they didn't have my car at ALL.Then, I got a voicemail from the ** saying there was no record of my car ever being there.Then, they told me they found the car but it wasn't mine, but rather someone else's (different name, different town).Then, after I proved that it was my car, they gave the work to another company, who has been excellent (again, NOT Platinum). My insurance canceled the check to Platinum. Platinum's only involvement after this was to be to align the wheels if need be, but the other company had someone do that. Thank goodness.I had to make lease payments on a car that I didn't have because Platinum Chevrolet lost it. I had to pay for a rental because insurance ran out after a month and Platinum hadn't done any of the work they implied they were doing.This company owes me at the very least for a lease payment, a car rental, and time spent. They should openly apologize for lying to me and explain why they did it. All they've done is say "I'm sorry you had a bad experience" which is the opposite of taking accountability for lying, costing me money and time.Thank you.

  Business response

  02/28/2022

  *******,

  We have exchanged multiple emails and you've had multiple calls with our staff here.  Your vehicle was never lost it was here on the lot the entire time.  However, when it was towed here and dropped outside of business hours in our early-bird drop instead of a body shop where it should have gone it was written up under the incorrect name.  This took longer to uncover than it should have and do realize that this honest mistake caused a lot of frustration and for that again we apologize.  Even during this time, according to our former Service Manager, parts were on order for your vehicle.  There were also parts delays during this time that caused additional delays.  **** was involved early on and then our Service Manager at that time, ********************* got involved and your vehicle was sent to the body shop, where it should have been towed initially, and we continued to help coordinate repairs/additional parts requests and had ongoing communication with.  You have informed us that you have a case started with *************** so we are awaiting communication from ************** to be able to help process any goodwill and will be happy to do so.  Please consider this communication as well as prior email communications as our written apology for this unfortunate situation.

   

  Thank you,

   

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

  Customer response

  03/01/2022

   
  Complaint: 16810514
  
  I am rejecting this response because:

  Sadly, this is the kind of dishonest communication I have come to expect from this business, where they vaguely apologize but are untruthful about what happened and find excuses not to do the right thing. You'll see below that they confirmed receipt, lied about working on it, then finally admitted they lost the car after a month.
  

  ***Items 3, 4, and 5 are particularly disturbing.***
  

  Here's why Platinum Chevrolet and *********************** are being dishonest:
  

  1) I spoke with Platinum BEFORE the car was towed, and the (very nice) person there said they would be ready to receive it at the dealership.

  2) I spoke with Platinum AFTER the care was towed and they confirmed that they had received the car at the dealership.

  3) I called four times over the next several weeks and **** (I always asked for him) always told me the car was being actively worked on and "we'll get you back on the road soon."  He gave me an estimate of about a week each time I called. All of these statements were lies.

  4) I finally emailed both of the Barnses' about this a full into this nightmare, and ***** (the respondent) left me the voicemail saying they had no record of my car.  I have that voicemail and can provide it.
  

  5) Platinum called me and told me my CAR WASN'T MINE, that they found the car and it belonged to a ****************** of ************.  I had to PROVE the car was mine.

  6) After ********************* got involved, they said they were moving the car to an auto body shop (great people there, btw) who would do part of the work.

  7) Several weeks later, Platinum did literally nothing at all and my car was ready for pickup at the excellent body shop.

  This "apology" from Platinum is empty.  They should have paid for the lease payment I made while they loste the car, or at LEAST offered me a loaner, or literally anything to make up for a wildly incompetent performance. Even the idea of "waiting for *************** is a lie.  They could make the situation right, I would tell GM, and we would have been done. So, more dishonest behavior from Platinum Chevrolet.

  But really, read 3, 4, and 5 above.  Tells you everything you need to know.
  

   

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

  Business response

  03/07/2022

  While ****************** asserts many things in this claim there materials facts are false as to why he is now seeking monetary compensation when in early compensation he specifically told us "not to bother" even when we were still in the process of assisting with the completion of his repairs at the body shop.  The issue here is that the answer ***************** is receiving is not the answer he wants to hear and is simply calling everything a lie.  However, here are the facts and timeline.

   

  The timeline of repair is as follows:

  Vehicle was towed in and dropped at Platinum 12/27

  Insurance carrier Geico inspector came to look at the vehicle 12/30 along with Platinum Chevrolet and an estimate was subsequently written and given to Geico.

  A check arrived 1/11 from Geico made out to ******************************* and Platinum Chevrolet (this check was never deposited and VOIDED by Geico at the request of the the customer)

  Parts were ordered by Platinum Chevrolet on 1/17 for the vehicle.  Some parts coming from Michigan take **** days which is industry standard.

  Prior to Platinum replacing parts, on 1/25 our Service Manager recommended that a body shop inspect the vehicle for "hidden damage" to the vehicle outside the scope of Platinum Chevrolet- Recommended *****************.  Customer agreed and the vehicle was moved to the body shop.  

  By 1/27 the vehicle was at ***************** and ******* was then in contact with *****************.  Additional damage WAS found and additional parts were ordered.

  2/2/22 the last parts arrived and were delivered to the body shop.

  3/1/22 ****************** retrieved his car from ***************** directly, Geico paid the claim to ***************** directly.  Platinum Chevrolet wrote off as a loss the inspection time and labor associated for Repair Order ******* with the vehicle while it was here as the claim was redirected to ********************** directly per ********************* directives.

   

  I have an email from Mr *************** our employee cursing about the situation on 2/17.  I took over communication with ***************** on 2/20 and in response to my email he stated that he was not asking for any compensation.  At this time his vehicle was not yet even complete at the body shop which we remained in communication with to ensure they had everything they needed to complete the repairs.  It is our policy to complete the work to a customer vehicle prior to engaging in any additional compensation conversation, however ***************** appeared unwilling based on the 2/20 email response to entertain that.  It was only later that ***************** began asking for additional monetary items (again and still before the vehicle was completed with repairs) and contact ************** and BBB.  There are certain processes we follow when GM is involved with customer communication and I stated that I would work with GM to complete whatever they requested of us.

   

  Now- Platinum Chevrolet did make a mistake, which we have apologized for repeatedly.  When the vehicle was initially dropped by the tow truck, it was written under an incorrect customer name/number.  However, as the timeline shows this did not cost any additional time as Gieco was out quickly and the claim was underway.  The vehicle was never lost, it was always on the lot in our possession, however our employee was confused and mistaken in communications with ***************** that caused more frustration with the situation that it should have.  It was as this point our Service Manager took over communication and followed it through completion at the body shop.

   

  Please let us know if any additional information is requested.

   

  Regards,

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

  Platinum Chevrolet

   

  Customer response

  03/09/2022

  I am rejecting this response because:

  On 3/1/22, *********************** wrote me to say:  "...we are awaiting communication from ************** to be able to help process any goodwill.  This is because Platinum has been a terrible and ************** is trying to get them to do the right thing.  Of course, Platinum has no Goodwill on their own.
  

  Note that their latest lie-filled response ignores the fact that they lost my car and lied over and over again about it being worked on. The reason they are not disputing this is because I have a voicemail from *********************** saying so.  Its hilarious that they posted this timeline, because the voicemail from *********************** saying this was left on January 25, 2022, at 2:39pm.
  
  Thats a month after the car was dropped off, just like Ive been saying.
  
  If its legal to do so, *** post his voicemail at:

  https://www.industrykillers.com/PlatinumChevrolet/DavidBarnes
  

  If not, just write:
  

  **************************************************************** for either the audio or a direct transcript, all within the bounds of CA law.
  

  Not only could they not find my car, when they found it they told me my car wasn't mine, that it belonged to a "***************************" in Rohnert park.  I had to prove the car was mine.  And this was after weeks of **** in the service department telling me Id have the car in four days over and over.  Again, *********************** called me on January 25, 2022, to tell me he couldnt find the car.
  

  Ridiculous.
  

  It speaks volumes that *********************** keeps saying it was never lost, it was on our lot the whole time. Yes, *****, it was on your lot, but you didnt know where it was and thought it belonged to someone else.
  

  This is what Platinum is like in a one-sentence nutshell.
  

  The quick responses to their new lies:
  

  Lie #1: I never left an email cursing out anyone. But if I did leave one cursing them out on 2/17, two MONTHS after they lost (then eventually found) my car, I would be okay with that. I guess they need to say this to counter the fact that I have a voicemail from ***** saying they had no idea who I was after calling for a month + and being told my car was almost done?
  

  Lie #2: I never requested that GEICO cancel payment. When Platinum decided to do none of the work, the check was canceled and recut to the rather awesome ******* ********* What an odd thing to claim
  

  Lie #3: Platinum didnt write off anything.  They tried to charge ******* a diagnostic fee and were laughed at.
  

  Semi-Lie: I did say not to bother with compensation, but that was because I was told them how I would have handled it as a business owner,  was stunned they didnt, and in the background, ************** customer engagement was working on my behalf to make up for what they did.  Thus the 2/8 email from *********************** saying they were working with ************** on fixing what they did.
  

  How gross is Platinum? ******************** even had to post my wifes name to their response for no reason other than being spiteful. It served no purpose. Thats absolutely disgusting.
  *** close with how I started:  On January 25, 2022, at 2:39pm, *********************** left a voicemail (that I have saved as a streamable mp3), saying that they couldnt find my car. This was after a full month of lying.
  

  I genuinely cant believe theyre trying to justify this.  wow.
  
  Sincerely,
  
  *****************************

*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. ↩