ComplaintsforRegister Chevrolet

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****, finance officer, at Register Chevrolet cost me interest charged of approximately $300. I asked ****, office manager, to give me $300 **** cost me and **** offered me $100 oil change.

  Business response

  05/03/2024

  *************** complaint as filed with the BBB is vague at best.*************** did write a disparaging post on ******** and ******* I have attached a copy of her complaint from ******* I am assuming this is what she is unhappy about and will respond accordingly.
  The job of a finance manager is to explain all the options for paying for a motor vehicle that has been purchased. *************** told our finance manager that at that time she did not have cash to pay for the vehicle and would have to liquidate one of here assets to pay for the vehicle. The finance manager correctly explained other payment options which included financing the vehicle, so she would not have to liquidate any of her assets. ************** at the time thought that was good option and elected to go that route.The interest rate was discussed and the ************* was discussed and approved by ***************. *************** executed the finance and insurance menu disclosing the interest rate and the ************* that *************** had purchased. This was actually disclosed a second time on the purchase agreement that *************** executed as well. Factually. It is incorrect when *************** stated she did not know the percentage rate and did not know she purchased *************. ************* can be canceled at any time and if *************** desires to pay the vehicle off early, she can do that as well.

  Customer response

  05/06/2024

   
  Complaint: 21611013
  
  I am rejecting this response because: IN ******************* did unethical ways to increase his commission.
  As I am a woman aged 82 **** did he the usual oh, this is a woman and not business savvy.  Also at 82 he abused an older woman and took advantage of her believing he was up front with everything.
  ******************* told **** she wanted to pay cash.  He did not ask her how much she wanted to put down. He told her, ordered her to put $10,000 down.  If he would have bothered to ask her how much she wanted to put down she would have put $36,000 cash down.
  Then he told her she needed *** insurance in case she had an accident and it would cover her if her auto insurance wouldnt pay off the 2500HD Silverado.  **** said it would be $15 a month.  So she said OK.
  **** told ******************* that her annuities would be worth more than the interest she would have to pay.  **** did not tell ******************* that the interest is 7.50%.
  **** did not tell ******************* that the *** insurance wasnt $15 a month it was $889 that was financed at 7.50%.
  She put $3,000 down with a credit card.  She was not given credit for that $3,000
  That is $3,000 + $26,000 + $899 = $29,899 that interest was I had to pay for several months.
  A *********** employee told her with $10,000 payment she did not need *** insurance.  Other people that had been finance officers for auto companies also said with she did not need *** insurance with the $10,000.
  When **** saw me he asked ******************* to not pay off her 2500HD Silverado for 5 months.  What a finance officer told me if I paid my 2500HD Silverado before the 5 months **** would have to return the commission **** received.
  ******************* was so angry about the $899 *** insurance ******************* insisted the *** insurance be cancelled and removed from the loan.
  ******************* told the manager she wanted $300 refund of the interest she had to pay because of ***** abuse of *******************. .The manager offered a $100 oil change instead of the $300.

  ******************* had to go back after loan paid off to have her down payment by credit card of $3,000 refunded,

  ******************* still wants Register Chevrolet  to pay $300 ******************* for the financial abuse **** submitted ******************* to.
  
  Sincerely,
  
  *******************

  Business response

  05/17/2024

  Thank you for your follow up response, it appears to have been written by someone other than *************** based upon the grammar and context of the sentences. It was written in the third person. If that is the case, it was written by someone that was not present when the transaction had taken place and has no personal knowledge as to what had taken place.

  
  **** did nothing unethical as you alleged. **** was doing his job explaining all the financial options to *************** as he does with every customer. An F&I Manager does not order any customer to make a down payment as you allege that he order her to put down $10,000. That did not happen here.  The customers decide the amount of their down payment based upon their own financial abilities and lender requirements.

  
  The same is true with the *** insurance. The customer decides whether or not they desire to purchase *** Insurance. *************** made the decision to purchase the *** Insurance; *************** executed the F&I menu that she approved the *** insurance and there is a notation on the form *** Only. Further, the $899 cost for the *** insurance is broken out separately on the purchase agreement that was also executed by ***************.

  
  The salesman ****** did take a down payment with the use of a credit card. That information was not relayed to ****, the F&I Manager by ****** or ***************. The charges on the credit card charge were reversed on April 16, 2024.
   Further,*************** states: wants Register Chevrolet to pay $300 ******************* for the financial abuse **** submitted ******************* to
  
  *************** does not give any rational explanation why she feels she is entitled to $300 other then she feels **** abused her in some fashion.The fact is that *************** was fully cognizable that she was buying *** insurance and the cost of the *** insurance. *************** executed the F&I menu disclosing the purchase of *** and *************** executed the purchase agreement showing the cost of the *** Insurance.     

  Customer response

  05/21/2024

   
  Complaint: 21611013
  
  I am rejecting this response because:  ****'s unethical actions cost me interest that I would not have paid if he would not have charged me GAP insurance and allowed me to pay the $30,000 down payment instead of the $10,000.  With $10,000 down payment I did not need GAP.  I met a woman who had put down $13,000 on a vehicle purchase and charged GAP insurance..  I told her she could cancel the insurance and a get refund.  It appears dealerships are unethical and talk people into GAP insurance when it is not necessary.  I am going to file a complaint with the government agency called Consumer Protection as it seems to be an ongoing unethical dealership charge of GAP insurance when the down payment is such that GAP is unnecessary.  I still want $300 because of ****'s actions costing me payment of interest that was not needed if he hadn't talked me into GAP and down payment of $10,000 when I had $30,000 I wanted to put down.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase March 8th, 2024 for $24,000 and $4500 down. Tires, Brakes and Rotors never replaced, Front Passenger Rim exploded and *********************, the General Sales Manager with the Dealership admitted they never fully inspected the car before listing it for sale. But now failed to repair my vehicle, even though both issues happened within the 30 day time frame of purchasing the vehicle. Not to mention, they sold the vehicle with three known and active recalls. I don't understand how this business is still running, every car on their lot needs to be inspected. Buyers BEWARE!!

  Business response

  04/22/2024

  ***************************** originally stated that she purchased a Certified Pre-Own Vehicle. We do Certified some used GM vehicles but we do not Certify used vehicles from a manufacture other than GM. The vehicle had purchased as is and ***************************** executed a document acknowledging the fact that the vehicle was as is. ***************************** declined purchasing Tire and Wheel Protection and also declined purchasing a warranty on the vehicle. When ***************************** had the issue with the brakes we repaired those brakes at our cost, even though we had no obligation to do so. We made those repairs at no costs to *****************************; we did the repairs as customer good will. ***************************** failed to mention that in her complaint.   We attached photo and you can see that there are in fact two points of impact on the tire and wheel.  The first point of impact is on the right side of the tire at the two oclock position. The other, is on the opposing side of the tire at the nine oclock position.  It is also obvious per the photo,that the rim corresponds with the same damage areas as the tire; therefore, it would appear that your vehicle struck something in the roadway, possibly a pot hole or a curb- like structure that caused your wheel to break into two pieces. Our Service Manager in reviewing your photos stated in all his years as a Service Manager has only seen three to four rims broken in two halves in the same manner as this wheel. In each case the wheels that were broken in this manner the vehicle was involved in a motor vehicle accident or had struck an object in the roadway. When a person has an accident or hits an object in the road, that is the responsibility of the person driving the car and not the person or company that sold the vehicle. Further, ***************************** allege that we did not perform a vehicle inspection. Attached is the Repair Order showing the vehicle inspection was performed.  ***************************** may consider turning it in on your own insurance if you have that coverage.  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My truck was at register ***** for a service the truck was finished with ******* miles **** I went to pickup my truck it was at ******* earlier the prior day I saw my truck driving down the ******* miles from the dealership I was concerned so I called the dealer and they said it was a test drive? Confirmed there test drive route and it was way off someone had stolen my truck and went for a joy ride when I arrived to pick my truck up immediately I had seen physical signs of a joyride leaking oil curb rash on tires truck was abused cracked plastics across the bottom

  Business response

  01/11/2024

  To Whom it may concern,
  On 11/15/2023, At 10:27am, ***************************** dropped his 2019 Chevrolet Silverado off for two concerns. First concern was the Radio changes channels on its own and cluster intermittently goes black. The second,was an Engine block heater recall. The radio concern was covered by ***************** extended warranty. The second was a factory recall and there was no charge to the customer. The customer chose to leave his vehicle at the dealer due to the screen for the instrument cluster not working at times. The parts for ****************** vehicle arrived on 11/30 and they were installed on 12/1.After completing the repairs, per GM policy for the recall, the vehicle must be driven several miles to purge the air from the cooling system. On 12/1, the dealer received a phone call from **************** asking why his vehicle was spotted on highway 19 in ************. ******** advised him that is on our test drive route. The customer seemed to understand. Upon my return on Monday 12/4, I learned that **************** had become highly upset and made several accusations as follows:
  Claim one, we off-roaded his vehicle in a careless manner
  Claim two, someone stole his vehicle and was joy riding it.
  Claim three, was someone had loosened his engine oil filter.
  I gathered every employee that was involved in his transaction from the start..(myself, *****************************, *******************, *************************, and *********************). We made a phone call to **************** and explained why we had to drive his vehicle. He understood. I asked why he thought someone was joyriding his vehicle off road. He stated he found a piece of mulch in the tire tread. I also explained we did not change his oil and did not loosen his oil filter. He understood. After my explanation of everything to him; **************** stated to us he was embarrassed, and he completely misunderstood and was extremely sorry for the upset he had caused. We chatted via speaker phone for several minutes afterward and he was profusely apologizing for his actions to all of us. Since this phone conversation, we learned he created a complaint with the Better Business Bureau before speaking with us. **************** has now mentioned twice he has seeked to have it removed. Once verbally and the other by text which is attached with this response.
  Sincerely,
  **********************
  12/18/2023
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a car on February 26, 2023. My wife received and signed all paperwork for the jeep that we were purchasing with a trade-in value of $7500 on a GMC terrain we dropped the trade in off the next day due to the vehicle not being there. They told My wife dont worry about it we are giving you this amount without seeing it because of her credit and because of the amount we were spending on the vehicle . They called us 3 days later and said we need you to come in to sign papers. We went in and they told us now that they actually didnt file the papers and all the stuff we did and that they were lowering the trade in value. (After we had the registration and insurance in our name) they said that we had no choice but to sign the papers again. Then they took a black **** truck and put it behind our vehicle in the parking lot so we could not leave with OUR vehicle. When I seen this I asked why they did it. I was told **** told me to put it there. My wife was devastated and upset. The manager said they didnt usually do that and he would take care of it. The actions of this place were disgusting and very disappointing due to the amount of money I had spent on this vehicle l. Please help us with what to do next.

  Business response

  03/10/2023

  In reference to the complaint from ************, what happened was when ************ came in 02/25/23 to purchase a 2021 Jeep Wrangler her trade in a 2012 GMC Terrain was not here. We structured the deal based on the description and condition of that trade on the information provided by the customer. When the **************************************** the condition was worse than described. Instead of one minor dent as represented by the customer there were at least three dents along with damage to the undercarriage of the vehicle.  We can put a valuation on a vehicle based on the customers representations, however if there is additional damage found when the vehicle is examined onsite that valuation is subject to change. We contacted the customer about the additional damage on their trade vehicle; when they arrived and explained why there was a lower value for the trade. The customer executed the agreement and left. We also apologized to the customer that a black truck was blocking their vehicle and it was moved immediately. 

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date: 11/10/2022 Total cost: ******* Labor: ****** parts: ****** shop supplies: ***** subtol: ******* tax: ***** tax 2: **** Total: ******* AC was evacuated and recharge and dye used to determine leak. According to tech it was a two hour job and the Pipe was a high side pipe that had a leak and was replaced after two days of waiting for parts and no call to me for updates always had to call. Recommend training for outbound status calls.Understand the cost of a GM certified part is high; it is the labor costs for the so called two hour job that pushed us over to take the time to report. The one page invoice, SEE UPLOAD, did not spell out what the labor charges called for or even what the hourly rate was before the job was completed. Next step is to report to the Attorney General for it spells fraud.

  Business response

  11/11/2022

  ******************* arrived at our service department on 11/8/2022 at 8:40am.  ******************* complaint was noted on the work order that is attached, "customer states a/c blows warm air."  We diagnosed the vehicle as needing a Liquid line.  That repair requires 2.5 hours of replacement time, 1.0 hour of diagnostic time, and 1.4 hours of evacuation and recharge time to replenish the refrigerant. These labor times are posted in the ALL DATA time guidelines regulated by the ****************** Standards for Excellence.  We adhere to these standards "book time" on every estimate we prepare.  This case was no different.  We obtained authorization to repair the vehicle.  The part took two business days to arrive.  The repair was performed and the air conditioning was repaired and blowing cold air.  The customer returned on 11/10/2022 at ****** to retrieve her vehicle.  The customer paid in full and there was no issue at that time.  It has now been determined after speaking with the customer that she did not write the complaint to the BBB. It was in fact her son who initiated the complaint.  ******************* is completely satisfied with the service we provided.  Please see the attached documents which show all signed documents and receipts of payment.  Also included is a copy of a letter the service advisor ******** wrote after speaking with ******************* at 12:41pm on 11/11/2022. (Todays date)
  
  
  Respectfully,
  
  
  *******************
  Service Manager
  Register Chevrolet
  *****************
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car to body shop on9-12-22 and was told it will be done on 9-16-22. I called on 9-15-22 make sure it would done. answer no, but would be done by 9-20-22. Called and was told by ****** again no but would be done by noon on 9-21-22. I arrived only to see my car outside with the front end on the ground and now I'm there with no vehicle as I turned rental in and time for final repair 4:00PM. Since my original rental was for four days I asked for them to pay for expended six days and answer was no. They did eliminate $150.00 but still leaving $200 short.

  Business response

  10/12/2022

  Unfortunately delays do occur with body shop repairs. We did discount ************** repair bill by $150 which is based upon what we pay for rentals. We are charged by the rental company $30 per day. When a customer gets their own rental we have no control over the size or type of vehicle the customer elects to rent. The customer makes that choice on their own.

  Customer response

  10/13/2022

   
  Complaint: 18130105
  
  I am rejecting this response because: I was told my car would be done ON 9-15-22 SO I rented a car for four days but car wasn't done, so I was told it would be done ON Tuesday the 20th...so I had to extend the rental. Also, no parts needed so no reason car should not have been done as scheduled...I think they could have offered me a rental and there would not have been an issue
  Sincerely,
  
  ***********************

  Business response

  10/14/2022

  There is a customer disclosure sign in the Body Shop that states: NOTICE we can only estimate a completion time.
  We do not give a promise date only an estimated completion date.
  With the amount of volume we are trying to push through the shop and and working on vehicles that have been involved in an accident you do not know  the true extent of the damage until you open the vehicle up and report additional items that have to be repaired or replaced to the insurance company handling the claim.
  Things dont always proceed as we would like or as planned.
  To my knowledge ************ did not complain about the rental until after the vehicle was finished.
  Thus we calculated the amount of money it would have cost us to pay Enterprise for his rental and deducted that amount
  off ********* bill. We gave ************ a credit when we did not have too. 
  
  

  Customer response

  10/14/2022

   
  Complaint: 18130105
  
  I am rejecting this response because: That is simply NOT true. When I went to check on my on my car on 9-15-22 I was upset it would, be done...as PROMISED, I was told then "we will work something out...on rental." They claimed rental was $30.00 a day when it was closer to $70.00. Then it would be done ON Tuesday the 20th...called again on Monday the 19th and was told "no it won't be done until Wednesday @ noon" I went there on the 21st @ noon and wasn't done there either...come back around 16:00. The issue on their window was about not being able to get parts. I have purchased over 30 vehicles from Register and this is how a loyal customer is treated? 
  
  Sincerely,
  
  ***********************

   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my brand new Camaro to the dealership they questioned my service warranty that I purchased with my car. Blain West the service manager said that the warranties aren't Chevy to Chevy. I had to call the salesman that sold me the car. Then have my wife find our new car paper work from the phone. This was very embarrassing in front of others customers. Now I have bought a spoiler at this dealship and I am being refused service and not given my spoiler at all? I don't understand Do they plan on keeping the product I bought.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2022/07/12) */ Mr. ***** came in 6.13.22 for an oil and filter change on his new Camaro purchased at AutoNation. Register did not sell Mr. ***** his Camaro. He claimed he has a prepaid GM maintenance contract. He in fact does not. Our called AutoNation and they also confirmed that he does not. I contacted GM and confirmed there is no contract active. We asked that the customer pay for his service (116.00) and he refused. Mr. ***** became extremely upset and began making a scene at the cashier's office. He ultimately left without paying his bill. Upon leaving, I heard and observed Mr. ***** burning his tires out of our parking lot again causing a scene and a safety issue. On 7.6.22 Mr. ***** purchased a spoiler from GM and had it shipped to us. We initially declined service to this customer due to his behavior and refusing to pay his bill. However, after having an extensive conversation with Mr. ***** and explaining that there would be no more yelling and causing a scene at any time, we would install the spoiler. He has since apologized for his behavior and his car is at our body shop currently getting the spoiler installed. Mr. ***** also stated that he would remove the BBB complaint against us as soon as he was able to do so. Consumer Response /* (2000, 7, 2022/07/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/15/2021 I dropped off my motor coach for mechanical repairs to Register RV. As of today, 5/4/2022, it has still not been repaired. Register RV has had my motor coach for almost fourteen months. I want my motor coach repaired and returned to me and I also want compensation for my lost usage.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/18) */ Dear Madam or Sir, On 3/15/2021 Mr. ****** brought in his unit for a list of 6 repairs. Mr. ****** had missed his appointment date of 3/12/2021 which put repairs three (3) weeks further out. The repairs consist of: 1. An intermittent no start issue, which we have never been able to duplicate. 2. The parking brake system would not release, which was disconnected by a Mobile RV Technician hired by Mr. ******. It was not one of our employees. The RV could not be driven until the parking brake was released. We tested the parking brake system, found that the Wabco Brake system had an internal failure and needed to replaced and retested. 3. The dash A/C not blowing cold air. Found the a/c compressor has an internal failure and need to be replaced the A/Ca Compressor, the drier and expansion valve. The Air Conditioning system then needed to be evac and recharged. That repair is completed. 4. The customer felt the refrigerator and freezer did not appear to get cold enough. We tested, the freezer was set at -7 and the box was 35 degrees. No problems detected. 5. The stabilizer jacks do not operate. You need the parking brake system to operate properly in order for the stabilizer jacks to work properly. 6. Customer complained that the power mirrors would not adjust. We could not duplicate the customer concern. We contacted the customers extended warranty company on June 23, 2021 with our findings. At that time the extended warranty company advised us that the customer had to authorize the repairs before work could be started. Before the stabilizing jacks could be evaluated the Wabco Brake System had to be repaired. We advised Mr. ****** of this and Mr. ****** called the extended warranty company the information was correct and the Mr. ****** at that time gave authorization to order the parts and do the repair. To receive the parts to start the repair was another four to six weeks. The braking system on Mr. ******'s RV was only used by chassis manufacturer Workhorse for only one (1) year in manufacturing RV's. There is no other braking system that is comparable to this system on RV's. This braking system is very difficult to do repair work on; it is very taxing to trace the system, bleed the brakes, and repair in general. This repair was started in the middle of the Covid Pandemic. Many parts houses were closed or had limit hours. There was a lack of parts and a delay in getting parts. A good portion of the a/c had to be replaced which involved removing the dash; it is not a small repair. After the Wabco Brake Assembly is installed it takes a laptop, a high pressure brake bleeder and three (3) technicians working on the RV at the same time. In bleeding the brakes on a Wabco Brake System it takes multiple times to make sure the brakes are bleed properly. At this point in time we found the master cylinder had an internal failure for the rear wheels. We contacted Mr. ******'s extended warranty company and advised them of this issue. The extended warranty company sent out one of their inspectors to verify the brake master cylinder failure. The inspector verified the master cylinder was not working properly. On approximately February 21, 2022 the extended warranty company stated there was a problem with Mr. ******'s service contract with them. We advised Mr. ****** of his issue with the service contract; Mr. ****** contacted his extended warranty company. The extended warranty company gave us authorization to order and replace the master cylinder on March 1, 2022. The part was ordered and installed. We had to go through the same process as described above in bleeding the brakes and having three technicians involved. After getting the brake assembly installed and bled once again, we found that the unit would set a communication failure and activate the parking brake and would not release the parking brake. When you turned the key off and on and restart the system would reset itself. We had to order a release switch to test the system. After retesting and verifying we found that the Wabco brake module on the replacement H.C.U has an open circuit, creating that problem. We have reordered the defective part. The repair process has been longer then we like. There have been issues with the availability of parts, extended warranty issues, and issues with the RV itself. We will be giving Mr. ****** a "good-will" discount when all the repairs have been completed on the RV. I did talk to Mr. ****** the other day about getting liability insurance reinstated on the RV so we could test drive the vehicle to make sure the brakes were functioning properly. We feel we are near the end of the repairs and will be in contact with Mr. ******. Sincerely John G. 5/16/2022

*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. ↩