ComplaintsforMountain Chevrolet

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had issues with Mtn Chevrolet in the past and BBB intervened. I took my Chevy Bolt (purchased there) in for a 2 hr repair. The car wasn't ready that day because they had ordered the part and couldn't find it, we were told. The following day, the car wasn't ready because they didn't have a 'free bay', but the service manager assured me it would be ready by the end of the day. On day 3, we hadn't heard that it was ready. Adverse weather conditions didn't allow me to go pick up the car. We never heard back from anyone. Day 4 (Sat) I called to go pick up the car and was told it had severe damage underneath. Sunday the dealership was closed (Day 5). Day 6 was yesterday, Monday. We asked for an estimate for repair with photos of the damage. i was told they were working on the estimate at that very moment and we would have it by the end of the day. We didn't. Day 7 (Dec 5th) after arguing with someone at the dealership over the phone, feeling totally frustrated with the whole experience, I said something like 'do I have to get a lawyer to get answers from you people?' A short time later I received a call from 'someone' saying that they were not going to service my vehicle and that it was in the lot, ready to be picked up. The issue here is that they had the car in their possession for 7 days. I have 18K miles on the car. In the 2 years I have had it I have driven up and down highway 82 and gone twice to Montrose. The car has never been out of my possession. I was told the 'skid plate is shredded, the battery has a bad dent in it and the transmission has a hole in it and is leaking fluid. It looks like it has been off-roaded' Having no confidence in them, I suspect the car had an accident at the dealership, because there is absolutely no chance that this kind of damage occurred without my knowledge. I have been stalled, lied to, put through emotional stress and inconvenienced by this whole situation, and the answer we get is 'we are not going to service your car.'

  Business response

  12/06/2023

  The acquisition that we damaged her vehicle is completely false and the attached pictures are proof. Whatever damaged occurred happened long before we had possession of the vehicle. There is paint curling and chipping, dirt, and rust accumulation. If we had done this in the few days we had it, we would clearly be able to tell, as body damage that is fresh would look very different. I was surprised to even see Miss Huisman's car back in our service department as she recently submitted another BBB complaint.

  At this time, we can't continue on any work due to the damage to her vehicle and she has been instructed to pick it up. There is nothing else we can do at this time.

  Thanks,

  Michael Payne Jr

  General Manager

  970-237-4291

  Customer response

  12/07/2023

  Complaint: 20964499
  
  I am rejecting this response because:

  My statement regarding the desired outcome of my complaint, 'for the dealership to take responsibility for the damages', was an unfortunate one for which I apologize. However, the statement was prompted by a long series of inattentions (on the part of the service dept.) delays and evasions, translating into a lack of information FROM them regarding the status of the service and condition of my vehicle.

  I find it interesting that only after the BBB letter received by the dealership was I contacted (through the BBB) by the General Manager, Michael Payne Jr. He seemingly wasn't aware of what was going on in his service dept, as Randy (service dept mgr) apparently wasn't either. Over the phone he was very apologetic regarding my situation but didn't mention anything about any damage until I heard from him subsequently, making me consider he had no knowledge of what was going on.

   I had, during this current incident, called 'Randy' (the Service Dept Mgr) six times in a single day, starting at 8:30 am. At approximately 4:30 pm I was able to speak with him and requested an estimate for repair with photos of the damage. He replied he was working on it as we spoke and he would have it for me by the end of the day. He didn't, and the following day I heard nothing.

  Again I called and spoke with 'Rose', or 'Rosa' in the service dept. AGAIN I got the response 'someone will call you back', which they never did throughout this whole ordeal. I said something like 'what do I have to do to get information from you, go to the dealership and sit in your office until I get a response, get a lawyer, call the police? Shortly thereafter my husband received a call from 'Brianna' saying they would no longer be servicing the car and it was ready for pick up. Understandably confused, he asked 'why' and she said 'because your wife threatened to call the police'.

  I am dumbfounded that this is Mtn Chevy's Customer 'service'. Never have I felt more disregarded and disrespected by a service provider. And, to close, Mr Payne doesn't understand why I returned to his dealership for service after our first 'go around' with the battery replacement issue. I bought the car there, and felt it was implicit that they would take care of my repair needs, especially since the car is still under warranty. I honestly would rather have gone somewhere else, in light of the history of their 'uncaring' attitude toward me as a customer.

  I would be amenable to a 'sit down' discussion with Mr Payne over this whole event, in order to reconcile and shed light on what, from a customers point of view, are shortcomings in his customer care, mainly the giving timely information to customers regarding their issues, and a caring attitude, rather than a confrontational or uninterested demeanor while dealing with them. A visit to a dealership shouldn't be a stressful event.

  Thank you

  
  
  Regards,
  
  Cecilia Huisman

  Business response

  12/07/2023

  Miss Huisman has never reached out to me as the General Manager. I can't know every single thing that is happening in the dealership at any given time, so I really on customer to call me directly or at least attempt to scheduled a meeting with me if they have issues in the store. Neither of which has happened, instead for some reason she felt the need to go to the BBB. I have not been given any chance to remedy the situation directly with the customer. Regardless, it sounds like the vehicle will be deemed a total loss, which is exactly why we stopped the work when we found the damage. This is our protocol with any vehicle that we find with concealed damaged from outside influence. Miss Huisman is welcome to call or visit the dealership to talk to me whenever she would like if she is interested in discussing the issue further.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2021 Chevy BOLT EV in May of 2020. In September of that year a recall was issued for a possibly faulty battery that was in risk of catching fire. 21 months later the issue has not been resolved and we are getting NO information from the dealership, other than ít is being taken care of by VIN number. I feel I have been defrauded. I paid for a defective product and can't get the seller to accept responsibility. The value of my purchase has decreased because this issue has not been resolved

  Business response

  07/11/2023

  Hi Cecilia,

  First, I hope you know that it was never up to Mountain Chevrolet on how General Motors allocated the Bolt batteries. Mountain Chevrolet is a privately own business and we have no control or say in what General Motors does. This complaint really should have been directed to Chevrolet and General Motors. 

  The good news is I checked your VIN and it looks like GM has released a batter to your VIN number in June! I will have my service team reach out to start the process to order your battery and get the replacement done!

  You are always welcome to call me directly at 970-237-4291 as well. 

  Best,

  Michael Payne Jr

  General Manager

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Cecilia Huisman

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Where do I even begin? So the buying process was amazing. Patrick was very nice and helpful! But our experience made a quick turn for the worst. We had a few questions and had to take my 2016 Yukon back in a week later to get serviced. They ended up finding so much stuff wrong with my car that we have no clue how is passed inspection. The wiring harness was a mess and started melting to my exhaust. So after NOBODY calling us back to schedule an appointment to get it in we just took it down there. I raised hell and was tired of being treated like crap. So for them to shut us up they made blind promises. They never replaced my front bumper, re-tint my windows that I offered to pay for, replace my weather strips on both of my back doors like they said they would. They do not keep their word at all. I'm done with this place due to them being liars!! People started calling us back and treating us better after my husband sent an email to the owner. Chris is a good guy. Todd was nice but he didn't keep his word. Very disappointed in this place. We have got about $4,000 worth of work done on my car. We got a warranty through them and we were told that we would be reimbursed with proof. We'll we have the proof and once again these people have treated myself and my husband very poorly again. They told my husband to call back "tomorrow" to talk to management. I've called twice to talk to the lady in charge of the warranties, no call back the second time. I've sent and email and of course nobody replied. This place is terrible. They are a bunch of liars and rude and very disrespectful people. The reviews they have online say the same thing.

  Business response

  08/25/2022

  I spoke with ****** on the phone at 11:05AM on August 25th 2022. I explained to her that the repair shop she used to service her vehicle should have called the warranty company to start a claim for any repairs that needed to be completed on her vehicle. Since she has paid the repair facility for the work already, I suggested she reach out to the warranty company for reimbursement. 
  
  I provided the contract number and phone number to reach ******* *******. I also provided my direct line so she can reach me easily with any other questions or concerns.
  
  

  Michael P**** ***

  Customer response

  09/06/2022

  Yes I agree but this issue still isn't resolved with my money. I still want to keep this case open!  Ive never had a warranty on a vehicle and i didnt kniw what to do. So due to nobody from Mountain Chevrolet returning my calls or emails, they should be held some what accountable in this matter. 

  Business response

  09/06/2022

  ****** was given a copy of the service contract agreement when she took delivery of the vehicle. There are clear instructions in the contract on how the claims process works and the phone number to call. I do expect my team to call customers back in a timely manner, but we are only the seller of the service contract. The contract agreement is between the customer and the warranty company and Mountain Chevrolet has no part in the claims process. However, if the vehicle was taken to our service facility, we would have assisted in submitting the claim to the warranty company.

   

  Again, ****** has been given the contract number and phone number to the warranty company to get a reimbursement claim processed through them.

   

  Michael P**** **

*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. ↩