ComplaintsforMartin Chevrolet

• Initial Complaint

  01/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  A contract was provided for a car ($38,801.50) and payment was made in full, from out of state. (Paid dec 26, 2022) Payment included unwanted, but accepted addons. When arrived to pickup car (Jan 2, 2023), dealer did not honor the contact in person, and wanted to add at least $2000 more in markup, or to sell the car to someone else. I'm out a flight and hotel now, with no sale completed.

  Business response

  01/26/2023

  The vehicle price did not increase. The customer falsified rebate documents that our staff caught and would not accept. At the time there was a rebate for Uber drivers. ************************ stated he was an Uber driver but in fact was not. He actually had just signed up that day. Based on those facts we would not have been reimbursed the ******** rebate from GM because he did not qualify. We honored all pricing on the vehicle. ************************ decided not to purchase the vehicle, and all money was reimbursed at that time.

  Customer response

  01/30/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business response on 01/26/2023 states the price was indeed honored, but that the customer must have falsified documents. This is not a true or supported statement. Further, if a customer were to falsify a document, I find it unlikely that same customer would be so aggrieved as to file a BBB complaint.
  
  1. I was a signed up & active Uber driver before I reached out to Martin ****** received an out the door price, provided Martin ***** payment & all requested rebate documentation, prior to the pickup date.
  2. Martin ***** accepted payment willingly.
  3. Martin ***** marked the car I was to pick up as "paid in full", which I found upon my arrival.
  4. The sales person confirmed he had all documents necessary prior to my arrival at the dealership.
  5. If any documents were unacceptable, missing or required, this would have been the time for Martin ***** to confirm those details, before having a customer fly from out of state.
  6. No documents were 'falsified'; This is an unsupported slanderous accusation. This hostile tone was prevalent at the dealership throughout.
  7. During one of several verbal exchanges, a sales manager said "the price is going to be $2000 more, take it or leave it".
  8. The dealer (sales person) lied about their business operating hours after a flight, rental car, and hotel was booked, and a pickup date was already arranged with the dealer.
  9. The sales person claimed the dealership was closed on January 1st, 2023, but they were indeed open on this day. As a result of this outright lie, I had to extend my trip incurring additional expense.
  10. Later, the sales person confirmed he lied and said "I was sick", which also seems suspicious - knowing you will be sick days in advance is unusual. Further, the dealership was still open - not closed on January 1st, 2023, irrespective of the sales person's health.
  11. The sign on the car marked "paid in full" was removed before the dealer ever discussed refunding my payment or canceling my sale. The car was moved to the showroom floor again. It was pretty clear the dealer was attempting to sell the car I had paid for, to another customer before informing me they would not be honoring the sale, or refunding my payment.
  12. By the dealer accepting and then tying up my money and time, they deprived me from completing a purchase at another dealer until my funds were returned, at which point, the rebate had expired. As result, my eventual purchase at another dealer would not be able to benefit from a time sensitive rebate program.
  
  What was the motive of the sales person lying about their business hours?
  Why did the sales person inform the customer they had everything they needed prior to customer arrival, and simply needed the customer to sign?
  What were the exact terms required for the Uber rebate? Is the dealership able to provide?
  Was it the dealership intent to submit the Uber rebate to GM, while also charging the customer an additional $2,000?
  Does the dealership contend their sales person accurately represented operating hours?
  See Attachment/File: Texts with Loui.png

• Initial Complaint

  12/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dodge journey on Oct 24 at the Martin Chevrolet dealer. When I went to see it the battery was dead and I think that was the first sign not to get the car but anyways I purchased it with extended warranty. Not even a month and the car had the engine light on so ever since November 15 or so the car has been on the Monrovia dodge dealer getting fix and the extended warranty has help with car rental for 6 days but it's been more than that and now I'm paying out of pocket for rentals. Now the extended warranty is saying that they won't cover some fixtures for the car. So I am really frustrated that I'm paying $50 a day to drive while the new car is getting fix and god knows how long they will take. I want the dealer to pay for the fixtures and the rental or to refund me what I paid so far off the vehicle.

  Business response

  12/21/2022

  Contact Name and Title: ***************************
  Contact Phone: **********
  Contact Email: ***************************************
  We sold the vehicle to the customer used. Shortly after he purchased it, the battery failed, and we replaced it at no charge to him. He also purchased a service contract. The fact that the vehicle is over at another dealer and the repairs are taking long, is not the responsibility of our dealership. We have no control over the amount of time that repairs take. Also, the service contract is not a blanket ********, there are exclusions, and not everything is covered like on a new vehicle.
  The service contract also has a max ******** of rental that is allowed. We do not administer the service contract, it is an outside Company not owned by Martin Chevrolet.
  We sold the vehicle in good faith, and we cannot control subsequent failures after the sale.
  This vehicle did not have a check engine light on when we serviced it, nor when he purchased it, furthermore, we smogged the vehicle, and if the check engine light would have been on, it would not have passed a smog check.
  We are sorry for the inconvenience that the customer is experiencing, but we are not responsible for the issues he is experiencing at this time.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  In October 2021, I placed an order ($1000 deposit) for a 2022 Chevrolet truck (order #******). I was told by my salesman****** (************), the truck could take 4 -8 weeks for assembly and an additional 4 - 8 weeks for delivery. Approximately 3 months later, after calls to the dealership, I received a vin #****************** ****** told me the truck was built but the was no information nor could he get me an ETA for the delivery. ****** said it would be up to the Chevy manufacturer in Texas when they would release the truck, so that Martin Chevrolet could pick up the truck. After several calls and conversations with "*****" (GMAC, Texas), I was told the truck was ready, however, it was the responsibility of the dealership to make arrangements to pick up the truck. I was issued GMAC case #************* In the beginning of the order process,****** (Martin Chevrolet) called to give me updates. Eventually he stopped calling because he had no answers for order delays. I receive calls about twice per month from ***** (GMAC), who told me multiple times the truck is ready to go but he does not know why it can't be shipped. He could not tell me if the truck was sold to another customer of if the truck still exist. He refused to allow me to speak to his manager for further. I would like to have the truck I ordered. At the very least, I would like to know the truth about the truck location and when the truck will be shipped.

*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. ↩