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:04/02/2025

  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 2023 ***** Traverse, I have been having problems since I purchased the car, the scariest issues is the car will all of a sudden hit it breaks and lock them up causing us to slam into the dash and skid sideways, they claim nothing is wrong. I have also complain 4-5 times about the transmission they claim nothing is wrong, so last week I take the car in again because the light is wrong they ask me any issues I explained the transmission issue again and the sudden braking again, I told them I have 6 kids and this is dangerous hitting the brakes that hard could put us in a major accident and we could die. They never call me back. Yesterday 4/1/25 I call them and they say we are waiting on corporate to approve your major repair, I said what major repair, you need a transmission we will call you when we get approval, I call them today I ask what is going on, the guy on the phone is a real jerk and said "we told you that you need a tranny" he continues with his smarty pants comments and I reply I guess I need to call a lemon law attorney to get updates and a rental car, he said you want me to hang up so you can call one. I asked for a manager I was told that they are all in meetings no manager called me back so I am filing this report. I also have a 2019 Traverse and I had a lawyer working on it but I don't know what happened I have 4 transmission installed and a light on again with transmission code they cannot get a new transmission as ***** will not sell so the transmission company keeps putting in used and they last a week a month a day this one about 3 months, so they need to address this car as well

  

  Business Response

  Date: 04/03/2025

  Hello Mr. ************************ are sorry to hear that you are experiencing issues with your 2023 Chevrolet Traverse. We can assure you and your family's safety is a priority for us. In reviewing your history here with us I can see that you have brought your vehicle for service a total of 3 times. It looks like we 2 out of the 3 visits we could not duplicate your concern and find a problem. Looks like on your last visit on repair order ******* we did a software update to your transmission control module.Your current repair order ******* we were able to duplicate your concern. Your vehicle had an internal fault with your valve body inside of your transmission. The valve body was on back order with no ETA. Instead of making you wait for the part to come,a transmission assembly was available so we sent a request to Chevrolet to replace your transmission. Chevrolet has approved the transmission and we are hoping to have your vehicle completed by mid-next week. Please feel free to reach out to me directly if you have any questions. I will make sure your service advisor ***** updates you as soon as the transmission arrives.  We appreciate you and your family. Thank you for trusting us here at Victorville Chevrolet Cadillac. ***** *** Service Manager ************
  

  Customer Answer

  Date: 04/03/2025

   

  I am not accepting this response as where is a car to use in the meantime, we have brought the car in 4 times not 3 times, they still have never called me, they have still not addressed the comments made by service staff, what are they doing about the breaks that lock up? Do I have to get into an accident? They did not address the 4 transmission that have been put in the 2019 Traverse I bought from them brand new.  The only news I have received from them is the response above

  

  Business Response

  Date: 04/04/2025

  We would like to discuss taking care of you. Including a vehicle. We called you twice yesterday and sent you a text message. If you could please call us. Here is the Service Manager's personal cell phone number ************ . We would like to help you the best we can.

• Initial Complaint

  Date:02/26/2025

  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 a vehicle from this dealership in July of 2024 and also purchased the extended warranty, theft protection, and ************** My vehicle was in an accident and was declared a total loss. My insurance company has paid the finance company their portion and we are wanting on *** to pay theirs. The warranty coverages were canceled and a refund for these services was processed and sent to the dealership. These refunds were suppose to be forward to ************ to offset the difference in the loan and payoff. The dealership has not sent the payments as of yet and it has been weeks. I have tried to contact them and they are not returning my calls or email, with the exception of the sales team who keeps calling and wanting me to purchase a new vehicle. There lack of attention to this matter has affected my credit report as the finance company is stating that i have to pay it, so they are reporting me delinquent on my payments.

  

  Business Response

  Date: 02/27/2025

  We apologize about the experience you have had with cancelling your warranty. Do you know the date that you called in to cancel your warranty? Warranty cancellations take between 4-6 weeks to be processed and paid by ************** 

  Customer Answer

  Date: 02/27/2025

  The refund was already processed. Why can I not get a call back.  I left numerous voicemails and emails.  

  

  Business Response

  Date: 02/27/2025

  Do you know when the refund was processed? ** Protection should have sent the payment to ************. Your Finance Manager was ***** *****. He is not in the office today or we would have him call you. He will be in the office tomorrow. I have sent him an email requesting he reach out to you right when he gets in. 

• Initial Complaint

  Date:01/30/2025

  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.

  On 12/13/24 my vehicle purchase included what was explained to me as ******* for a lojack and ******* for an extended warranty. A couple weeks after the purchase I thoroughly reviewed the due bill and it stated the lojack was considerably less than *******, the difference was because of the 3M door handle/edge protecrion on the car. When looking at the car, no 3M was applied. When i asked the Finance manager, it was said the ** was explained and that it was on the door edges and door handles. When I explained it was not, they asked to bring it in to have it looked at and addressed as needed. When picking up from service, they had applied what they said was already installed and found to be peeling. If it wasn't for my review of the due bill, it would have never been installed. I found a cheaper extended warranty so I canceled theirs. It's been over a month since beginning the dealership side of the refund, and well over 10 days since they mailed the refund with no way to track it. The ******* refund has yet to arrive at the bank for credit to the principle. At this point I'm tired of dealing with the general managers requests to have his staff follow up with me about the lack of action and/or follow **** After reading several complaints, it seems to be a common theme with their customers experience of the way ******** does business. I have also reached out to the owner of ******** to discuss this experience and resolve the issues still very much needing to be satisfied.

  

  Business Response

  Date: 01/31/2025

  Good Afternoon *****. We have checked with our office and your extended warranty has been cancelled. We apologize if someone informed you that it would be 10 days. The cancellation timeline for an extended service contract takes 30 days to hit your account. In regards to the vehicle accessories we will happily cancel those products. If you could please return to the dealership to have those accessories removed from your vehicle we can process your reimbursement. Thank you again for your business at Victorville Chevrolet Cadillac

  Customer Answer

  Date: 01/31/2025

  I think my initial statement was misunderstood. Check ***** was mailed out on 01/15/2025 per your business office and finance manager for the safeguard extended warranty cancelation. Are you saying it will take 30 days to be delivered to the bank? As for the accessories, please make arrangements to have the vehicle picked up and then returned when finished along with the check number, mailed to address, and tracking number to ensure it makes it to the bank in a reasonable amount of time. After over a month of email traffic, and the nuisance this has all been for me and your service department l, I feel my request is reasonable. 

  

  Business Response

  Date: 01/31/2025

  Our GSM ****** has attempted to reach the customer twice today. He said he will be calling in 5 minutes again to try and have this resolved. 

  Customer Answer

  Date: 02/05/2025

  
  Better Business Bureau:
  
  Complaint ID ******** has been resolved. 

  The GSM of Victorville Chevrolet stepped in and drove the actions necessary to satisfy the expectations of my complaint. 

  Regards,
  
  ***** ******
  
   

  
  

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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.

  1. On May 29,2024 Victorville Chevrolet Defrauded me on a 2024 ***** Trail blazer by putting the wrong selling price of vehicle of $32,210 the correct Price was *** of $26,210 on the finance contract. Total cost of the finance contract Is $46.378.00 my down payment was $31,000.2.Dealership Overcharged me they charged Me $32,240.00 for the cost of the vehicle, however according to the Sticker label the correct amount is $31,210. Which is *** of $26,210.00 plus $5,000 markup = $31,210 not $32,240.00. They Owe $1,030.00 3. Dealership Failed to give $2500 Rebate For my 2024 ***** Trail Blazer, as advertised 4. ***** failed to give $1970 Discount told us he gave me a $1970 discount.5. ***** Lied about $2,970 Savings +rebate on the offer letters.6. Dealership Did not include The *** $26,210 and did not include the $5,000 Mark up on the finance contract Selling Price of the vehicle was $32,240.00 7. ***** said he would remove $5,000 mark up; however, he didnt remove the $5,000 Mark ***** Dealership cheated me out of my equity value trade in of my 2009 ************. The salesman ***** and Manager ***** Offered me $2,000 For trade in, but they changed it to $500 Without informing me of the change.9. *****, ***** and ****** refused to remove optional Lojak $1795, and 3M Edge $999 after I requested To remove it. They Owe Me $2790 12.On June 5,2024 I Cancelled the service contract extended warranty$3500 still awaiting refund. 13. Manager ***** told us that that he got me a better Deal 8%, however the final deal was worse deal.14. Dealership took my manufacturer $1,00 rebate and applied it towards the down payment. They Did not ask me if I wanted the $1,000 cash in my Pocket or on the sales price of the Vehicle. 15. All 3 Preapproval letters have incorrect ***P Retail $34,210.00 Selling Price $32,240.00. Correct *** is $26,210. 16. I attempted to resolve my issues, however General Manager ******, ***********************, ******* S refused to resolve my issues.

  

  Business Response

  Date: 07/09/2024

  Good Afternoon. First we apologize that our customer did not have the 5 star experience that we strive to provide for each and every one of our customer. We apologize for the miscommunication over the removal of the optional products Lojack and 3M Edge Guard. We will happily reimburse you for the $2,790 charge for these products. We would ask that you return to the dealership so we may remove these products that have been installed on your vehicle and the $2,790 will then be sent to your lender to reduce the amount you owe on your vehicle loan. 

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because:

   I reject Your response as it is insufficient and does not address all my issues and refund request. Your response only addresses two issues Lojak $1795  and 3MEdge $999.  I am requesting recission of contract with full refund. 

  
  The Amount of the finance contract $46.378.00 Is voidable because of the following Issues, and because Fraud and Misrepresentation:

  
  You Owe Me $6,030 For overcharging me on my finance contract. Dealership Did not include The *** $26,210 and did not include the $***** Mark up on the finance contract. Dealership Incorrectly Listed the Contract Selling Price of the vehicle as $32,240.00. But the correct selling price should have been The *** $26,210. Dealership Overcharged me by $6,030.

  
  ***** told me that. He would remove. The ***** Mark up, however he lied. 

  
  You Owe Me $2,500 for Failing to give $2,500 Rebate For my 2024 ***** Trail Blazer, as advertised also ***** told me that I would get 2500. rebate on 2024 *****  Trail Blazer.

  
  You Owe Me  $2790 *****, ***** and ****** refused to remove optional Lojak $1795, and 3M Edge $999 after I requested To remove it. They Owe Me $2790
  

   

  You owe Me $1970 because ***** failed to give $1970 Discount told us he gave me a $1970 discount. As indicated on pre qual letters. However  I did not receive $1970 Discount  as promised.

  
  You Used Fraudulent pre qual letters to procure Financing All 3 Preapproval letters have incorrect ***P Retail $34,210.00 Selling Price $32,240.00. Correct *** is $26,210. 
  

  You Owe me ***** Lied about $2,970 Savings +rebate on the offer letters.

  
  You Owe me $1500 Dealership cheated me out of my equity value trade in of my 2009 ***** Impala. The salesman ***** and Manager ***** Offered me $2,000 For trade in, but they changed it to $500 Without informing me of the change.

  
  You Owe me $1,000 because Dealership took my manufacturer $1,00 rebate and applied it towards the down payment. Dealership  Did not ask me if I wanted the $1,000 cash in my Pocket or on the sales price of the Vehicle. Also You listed The $1000 Rebate On the pre qual letters, Dealership took my manufacturer $1,00 rebate and applied it towards the down payment. 
  

   

   

  Incorrectly Charged 
  
  On June 5,2024 ******************* that Dealership Overcharged me you  charged Me $32,240.00 for the cost of the vehicle, however according to the Sticker label the correct amount is $31,210. Which is *** of $26,210.00 plus $***** markup = $31,210 not $32,240.00. They Owe $1,030.00
  
  June 6,2024 ****** called me and told me that I could come and pick up check for $1030.

  
  On June 7,2024 ****** presented me with a settlement agreement in exchange for the $1030 check. I refused to sign the settlement agreement You Owe me for over payment. 
  
  

  
  

  

  Business Response

  Date: 07/12/2024

  We apologize for the mistake and we are glad that you were able to come and pick up your $1030. Thank you for your understanding. 

   

   

  Customer Answer

  Date: 07/15/2024

    I am rejecting this response because:It is insufficient and does not address all my issues and refund request. Your original response only addresses two issues Lojak $1795  and 3MEdge $999.  I am requesting rescission of contract with full refund. You are incorrect I did not pick up the $1030 check from ****** . Therefore, you Owe $1030, you  also owe me a refund for lojak and  3 M edge $2790, and you Owe Me for the other  issues outlined below. I would appreciate it If you Would address and provide an explanation regarding my issues and an update regarding my full refund request. 
  Furthermore I am checking the status Of my refund request that was made to ******* On June 21,2024  I met with Russel  regarding my purchase ,the fraud and misrepresentation that were made  by *****, and ***** . I requested That the dealership refund me for cheating me, overcharging me, misrepresentations, and for all the false promises that were made but that was not fulfilled, and I requested rescission of contract.
  ****** told us that the contract would need to be rewritten, and that I was asking for a substantial amount of money. He Told us That He was waiting on a response and that he would call me.  However, I have not Received any notifications regarding my request. 
  
  Please address the following issues:
  
  The Amount of the finance contract $46.378.00 Is voidable because of the following Issues:
  
  The Amount of the finance contract $46.378.00 Is voidable because of the following Issues, and because Fraud and Misrepresentation:
  
  1. You Owe Me $6,030 For overcharging me on my finance contract. Dealership Did not include The *** $26,210 and did not include the $***** Mark up on the finance contract. Dealership Incorrectly Listed the Contract Selling Price of the vehicle as $32,240.00. But the correct selling price should have been The *** $26,210. Dealership Overcharged me by $6,030.
  
  2. ***** told me that. He would remove. The ***** Mark up, however he lied. 
  
  3. You Owe Me $2,500 for Failing to give $2,500 Rebate For my 2024 ***** Trail Blazer, as advertised also ***** told me that I would get $2500 rebate on 2024 *****  Trail Blazer.
  
  4. You Owe Me  $2790 *****, ***** and ****** refused to remove optional Lojak $1795, and 3M Edge $999 after I requested To remove it. You Owe Me $2790
  
  5. You owe Me $1970 because ***** failed to give $1970 Discount told us he gave me a $1970 discount. As indicated on pre qual letters. However I did not receive $1970 Discount  as promised.
  
  6.You owe me for the amount of the contact ,because You Used Fraudulent pre qual letters to procure Financing All 3 Preapproval letters have incorrect ***P Retail $34,210.00 Selling Price $32,240.00. Correct *** is $26,210. The ***P was not  Retail $34,210.00 this is incorrect.
  
  7. You Owe me  because *************** about $2,970 Savings +rebate on the offer letters.
  
  8. You Owe me $1500 Dealership cheated me out of my equity value trade in of my 2009 ************. The salesman ***** and Manager ***** Offered me $2,000 For trade in, but they changed it to $500 Without informing me of the change.
  
  9. You Owe me $1,000 because Dealership took my manufacturer $1,00 rebate and applied it towards the down payment. Dealership Did not ask me if I wanted the $1,000 cash in my Pocket or on the sales price of the Vehicle. Also, You listed The $1000 Rebate On the pre qual letters, Dealership took my manufacturer $1,00 rebate and applied it towards the down payment. 
  
  
  10. You Owe me because, On June 5,2024 ******************* that Dealership Overcharged me you  charged Me $32,240.00 for the cost of the vehicle, however according to the Sticker label the correct amount is $31,210. Which is *** of $26,210.00 plus $***** markup = $31,210 not $32,240.00. You Owe $1,030.00
  
  June 6,2024 ****** called me and told me that I could come and pick up check for $1030.
  
  On June 7,2024 ****** presented me with a settlement agreement in exchange for the $1030 check. I refused to sign the settlement agreement, because there are unresolved issues. I did Not get The $1030.You Owe me for over payment. 
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/18/2024

  We apologize that you are still unhappy with your vehicle purchase. Please come into the dealership to speak with our General Manager ******************************* and we will do everything we can to assist you. 

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:I met With General manager ****** today, and I am in the process of coming to a resolution. I am waiting on a response from ****** hopefully we can come to an amicable resolution. I will provide an update after I hear from ******.
  
  
  

  Customer Answer

  Date: 08/14/2024

   I am rejecting this response because:
  
  I would like to meet with President  ***** Soares to remove the Lojak and 3M Edge Guard  $2790, and to meet with ***** Soares  to  get my  refunds. Which my refunds are more than $1030,and more than $1970. ***** Soares has Not addressed the issues:  ***** Soares, please address the issues mentioned, and please address my refund request. Please provide the correct refund amount, and please tell me how my checks will be issued and when I can pick up refunds.
  
   My meetings with General Manager ****** have been unsuccessful, and unproductive I met With ****** on May 31,2024,June ****** June7,2024. And July *******. I was in the  process of resolution. On 7-22-24 I met  with General manage ****** General Manager ****** has failed to communicate with Master ******** and has failed to remove Lojak,3M Edge Guard , ****** failed  to  provide $1030 refund check, failed to address the issues, and has failed to provide customer with refunds as promised. ****** did agree that dealership owe $1030 for overcharging me. ****** did agree that Dealership owe $1970 discount that was not provided but has not informed me of when I can pick up refund checks. On July 2****** ****** informed me that the refund for $1970 was approved, but he has not informed me of when I can pick up refund checks. On July ******* ****** said he would have the checks in a day or two. However, I messaged ****** on August ****** and he is ignoring my messages and has not contacted me.****** has not informed me of when I can pick up refund checks.
  

  

  Business Response

  Date: 08/14/2024

  ****** stated that the check is ready and we are waiting for the customer to come and pick it up. We apologize to the customer for any frustration. 

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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.

  On June 12, 2024around 8:30pm I went to see a truck that was advertised as $42,835. And called to make sure that the truck was that price and made sure that the vehicle was available and that the price was accurate. We get there they bring the vehicle and sticker shows a different price we asked and checked the stock num and vehicle vin number and that was the vehicle. When we sit down to work out the negotiation process and ***** claims that the vehicle has $8000. Dollar wheels LoJack and gap and all these things that made the price up to $11000 dollars in mark up fees and I asked him well I dont want them and came for the vehicle that was 43k and he states that all dealers give specials and then add all these things to bring up the price of the vehicle. He started to get upset and started to nag me about how much would I pay for the vehicle to take it home and then we walked away and as soon as we are walking out the truck had already been put away so we wouldnt take a pic of the vehicle

  

  Business Response

  Date: 06/13/2024

  **************** we apologize that you did not have a 5 star experience while speaking with a member of our staff. I will need a few more details in order to assist you. Can you please send a screenshot of the vehicle on our website that you are looking to purchase? We will absolutely sell any vehicle on our website at it's advertised price. We do have a disclosure on our website that vehicle may have had accessories installed and to please call for more details. If I have the exact vehicle I can check to see if there have been any accessories installed on that vehicle that would be in the pricing. We can then update our website to reflect the correct price (which we appreciate you brining this to our attention so we may have it fixed). Thank you for your assistance on this and we look forward to doing business with you. 

  Customer Answer

  Date: 06/13/2024

   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. 
  the solution to this problem is to keep there word on the vehicles price 43k now in the pictures the vehicle has no alterations like wheels or extras if the vehicle is new like they say why install wheels what kind of special is 43k but it has 11k in upgrades where is the special? Your sales associate ***** claimed all vehicles are just regular images off internet but there were plenty of vehicles with stock wheels. No aftermarket wheels. His claim was that all cars on lot had aftermarket wheels and were on sale but had add ons if your ad says 43k and I called and the sales person said it was 43k then thats the price. 

  
  

• Initial Complaint

  Date:06/12/2024

  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.

  Dropped our 2021 suburban off at the dealership to have some rear differential work completed. Only issue. Come the 23rd they called and told us that the car will be ready soon but the tech did here noise from front suspension and stated will not be covered under warranty. I asked if they looked to see what it was they stated no we would have to bring it back and pay a $250 fee to check the issue. I asked if they didnt look how would they know its not warranty work which we got no answer back to. Picked the vehicle up on the 23rd and pulling up to our driveway you hear a loud screeching/rubbing noise from both passenger and front ends. Note there were no noises the day of drip off or even prior and we have video footage from home cameras to prove. Got louder the next day so we called in on the 24th of may and left the service manager a message. We called the following week multiple times attempting to get a hold of someone with no success. After a week with no call back from anyone I removed the tire to inspect the area. We discovered the back plate of the from rotors were pushed into the rotor and rubbing the rotor as we drove. There were markings to show the plates weee touched by a palm/hand due to color changes on the plate where you can tell what was touched. My wife and family drive this vehicle daily and that could have caused brake failures with my family in the car. We made numerous call to the dealer and still had our called ignored. Called in today 6/11/2024 and asked for a manager again. Was placed on hold for 10 minutes before a service rep came on the phone. I told him I was waiting for the service manager or GM and he asked if he can help, I explained the situation. I was told he would pass the info along to a manger and I would be contacted later in the day. It is now 1135pm and nothing like we were told. Seems as that damage was purposely done to get us to come back in for more work to be paid by us at the risk and of my family.

  

  Business Response

  Date: 06/12/2024

  We will call the customer and invite them back in for inspection.It appears this customer just bought their vehicle according to the car fax at ***************Also, the car fax states there was front end maintenance done to this vehicle 1k miles ago explaining the hand print. The customer self-diagnoses their vehicle and provided a bulletin #**-NA-028 to perform. ***** explained to the customer that we would have to diag the vehicle 1st before we attempted a repair with a $249.00 charge authorized since it was out of warranty.The tech drove the vehicle as described by the customer and we confirmed the same bulletin the customer provided and did the repair at no charge to the customer. No noises were heard from the front of the vehicle nor did we touch any component in the front. I believe the customer is upset with the wrong dealer. I would recommend them to call the selling dealer.

  Customer Answer

  Date: 06/13/2024

   I am rejecting this response because:
  
  Besides the work completed there was no other issue with the vehicle until it was picked up from VICTORVILLE ****** ***** stated the tech told him there was noise coming from the front suspension area and wanted us to return the following week for a new service process. There is no mix up between dealers. All is on camera as well and I know the calls are recorded and they should go back to their recordings for 5-23-2024 at approx 1530-1600hrs and review the phone call and how they told us about the noise and how it was not covered under the manufacture warranty. Yet they did not even check the cause of the noise and already knew it wasnt going to be covered which makes no sense to us. Again, no noise in addition to the rear differential matter until the car was picked up after service with Victorville Chevy. 

  

  Business Response

  Date: 06/13/2024

  Speaking to the tech and the writer, they both let me know that there was a onetime clunk noise heard when making a sharp left turn. That is not indicative of a backing brake baking plate issue.  he possible may have a suspension issue. If the customer would like to reinspect their vehicle, I would be glad to do so at no charge to keep good faith with the customer.  

  Customer Answer

  Date: 06/14/2024

   I am rejecting this response because:
  
  It took 15 business days, countless phone calls and voicemails to get someone to bring this concern to. It took reporting to the BBB for us to hear back from anyone from service advisor to management. I had to take 2 days off for my wife to use my car to handle kids appts because she refused to drive her car due to safety concern and not knowing it it could have or would have failed while driving. Thats days loss of pay to our income. In addition, as stated before, the noise was NOT there at the time of drop off, and was there at the time of pick up and drive home and been ignored by the dealer since. Also find it unprofessional to be told one thing and then not complete a bit of notes in the work order. A free inspection isnt needed. We took in for warranty work and these issues were the result of taking our car for service there and seems the dealer is trying to blame us and claim we got the dealership mixed up, ignore us with zero effort in returning our phone calls or acknowledging our voicemails, and or such conversations were never spoken. Again we have video proof of it all as well. I am happy to send them to whoever wants to review the proof of the car making no noise leaving home and making noise bringing it back. Digging into reviews it seems many other customers have also experienced the same. Taking their vehicles in and at pick up random noises are going on with the dealer encouraging to bring back and having to pay additional for repairs of issues that arose while at the dealership for service. 

• Initial Complaint

  Date:05/06/2024

  Type:Customer Service 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 went to Victorville ***** to try for a car . But the finance ********************* came and said he wasn't going to run my credit unless i approved it because based on my finances he didn't think a bank would do financing . My husband and i talked it over and said don't run it we don't want to do it if it isn't a for sure thing , so we left . A week or so later i got several letters in my mail from different banks that said they couldn't approve me because of one reason or another and one of them gave me a copy of the report they ran . The dealership ran my credit 11 times on that day (4/6/2024) after he specifically told me he hadn't run it or that he wouldn't unless i agreed . I did not agree . I just filed a bankruptcy and got it discharged and now they have destroyed my credit after i told them not to.

  

  Business Response

  Date: 05/06/2024

  ****** we apologize for this happening. We are going to send a letter on our end to Experian asking them to remove the credit inquiries. We also recommend you do the same on your end to expedite the process. We will work on having these inquiries removed. Thank you for your patience and understanding. 

  Customer Answer

  Date: 05/07/2024

   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:03/16/2024

  Type:Customer Service 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 am seeking a full refund of $679 USD plus tax, and additional compensation, for a ****** system that was never installed and activated properly on my Chevrolet Bolt EUV (VIN: *****************), which I purchased from Victorville Chevrolet & Cadillac on October 26, 2023.Despite initially declining dealer-installed options, I was persuaded by their sales manager that every new car at Victorville Chevrolet comes equipped with ******, offering vehicle security, insurance, and resale benefits. Based on this assurance, I agreed to the ****** installation for the aforementioned price.Upon vehicle pickup on October 26, 2023, I was assured that the ****** was already installed and active. However, after multiple unsuccessful attempts to create an account on the ****** mobile app unsuccessfully, I contacted ****** Customer Service. To my surprise, they confirmed that no ****** service was associated with my car's VIN.Since then, I have tried multiple times to resolve this issue with the dealership through the saleswoman, ***********************. She acknowledged the supposed ****** installation and activation failure due to a "glitch", therefore the ************** has never been available on my car.This misrepresentation of a non-existent ****** service and the subsequent lack of resolution have caused me significant inconvenience and frustration. I relied on the dealership's information and expertise when purchasing the car.As a result, I am requesting the following:1. Full Refund: I request a full refund of the $679 USD plus tax that I paid for the ****** system, considering it was not properly installed and activated.2. Compensation for Inconvenience: Given the inconvenience, time, and effort I have spent attempting to resolve this issue, I kindly request compensation for the troubles I have faced.I emailed the above complaint to the Victorville Chevrolet & Cadillac on Feb 1, 2024, but have not heard from them. I hope BBB can help me resolve the issue. Thanks!

  

  Business Response

  Date: 03/17/2024

  We apologize for the inconvenience that the customer paid for a service that was never completed. We will refund the customer their $679. Thank you. 

  Customer Answer

  Date: 03/20/2024

   I am rejecting this response because:

  The proposed refund does not include the sales tax I paid for the LoJack.

   Also please consider an additional compensation for the time and efforts I have had to spend on resolving the issue.

  Thanks.

  

  Business Response

  Date: 03/20/2024

  We will be refunding the customer for their LoJack purchase that was never activated

  The check was sent out in the mail yesterday. Thank you. 

  Customer Answer

  Date: 03/20/2024

   I am rejecting this response because I am expecting:

  1, a refund of the sales tax charged on the LoJack option

  2, an additional compensation for the great inconvenience. It took me almost 4 months trying to resolve the issue with the dealership, but they didn't respond to my request until BBB was involved to help.

  Thanks 

• Initial Complaint

  Date:01/21/2024

  Type:Customer Service 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.

  In November 2023, I was looking into purchasing a vehicle. I was contacted by Victorville Chevrolet through a 3rd party website form I had filled out. I explained to them, that through prior experience, I wanted nothing to do with their business. The salesperson spoke with his manager ***, and reached back out to extend a discount of $9000 off of the vehicle I wanted in an attempt to earn my business. I went in, test drove the car and found a dealership that had it lower. *** and company said they would price match. At the time I wanted just a little bit more time to get a bigger down payment. I stayed in contact with the salesperson. I was able to come up with a few thousand more and was ready to buy. At the time I was ready to go in, I was told that they closed early that day and I had to wait. A week later I was set to go in, and was told that *** was on vacation and they needed approval from another manager. This other manager said no to the deal that was already approved. I figured I would wait for *** to come back from vacation. A week later I entered the location and spoke with ***. He said that he remembers our deal and the price match. He said his management team should be eager to make a sale and would get back to me in ************************************************************* an offer sheet. This offer sheet was $8000 more than what we agreed upon. It was even more than discount that *** was willing to give me to earn my business for past issues. I walked away incredibly upset and offended. I had wasted my time and gas on multiple occasions attempting to buy a vehicle with this company who does not honor their offers, as well as doing bait and switch through their online programs.

  

  Business Response

  Date: 01/22/2024

  Good Morning ****************, 

  I apologize that you are having advertising issues with our dealership. Please attach a photo of the advertised price from our website and we will promptly sell you that vehicle for its advertised price. We apologize for any frustrations. 

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because: The price wasn't advertised on your website. It was a price match to a different dealer that was negotiated at the time. 
  
  
  

  

  Business Response

  Date: 01/22/2024

  I apologize I am a bit lost at this point. Your BBB Compliant was because we were not selling you a vehicle at an advertised price. If you have this advertised price we will happily sell you the vehicle. Thank you and we appreciate your business. 

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because:
  You possibly need to read the complaint again. I explained it there. I was initially offered a $9000 discount from *** for the vehicle I wanted for previous issues. While at the dealer, I found a different dealer that had the vehicle I wanted for even less. *** said he would price match. I have ***'s offer sheet of the monthly payment plan.  I attempted to come in several times after that with my down payment only to be told your management staff wouldn't honor the deal THAT WE ALREADY agreed upon. 
  
  

  

  Business Response

  Date: 01/22/2024

  We apologize sir for your poor experience. If you could please bring in any advertised price and we will happily sell you any new or pre owned vehicle from Victorville Chevrolet. 

  Customer Answer

  Date: 01/23/2024

   I am rejecting this response because: You want me to bring in an advertised price that is no longer advertised. Clearly you don't care about your customers and your wording suggest you are here to help but it's at the price you want as opposed to the price that *****************, and I agreed upon. 
  
  
  

• Initial Complaint

  Date:12/12/2023

  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.

  Purchased a used vehicle warranty on a truck which was cancelled by the warranty ** due to the truck being modified prior to purchase, the dealership has Kinly refunded the prorated amount that the warranty **mpany sent them and I feel that it should be the amount of purchase or at minimum it should include the difference in their **st

  

  Business Response

  Date: 12/13/2023

  **** thank you for reaching out to us about this issue. 

  We here at Victorville Chevrolet Cadillac believe in 100% satisfaction, because we want to earn not only your business today, but your future business. 

  We agree that you should be be refunded the full amount. You paid $4,995 for the service contract. You were reimbursed a prorated amount of $874.10 by the warranty company. 

  We will work on sending you out a check for the difference, $4,120.90 this week and should arrive by early next week. 

  We appreciate your business and are hopeful you will give us an opportunity to earn your business in the future.