Complaints

This profile includes complaints for Tom Gibbs Chevrolet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tom Gibbs Chevrolet

  5850 E Hwy 100 Palm Coast, FL 32164

• 

  Tom Gibbs Chevrolet

  SR 100 E Bunnell, FL 32110

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:01/18/2024

  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.

  On ******** I purchased a certified pre-owned car from Tom Gibbs Chevrolet. Total Amount of ******** with my down payment and car trade in amount. I financed this car. I drove this new car to work on Monday night, when I got off of work I noticed cockroaches in my car. I took an uber home and contacted the dealership as soon as they opened in the morning. Steve (salesperson) told me that sometimes cars have bugs. I drove to the car at my job with my mom where we pest bombed the car. After bombing, we noticed bugs of all sizes in the car. We called the the dealership and told them that we would not be able to bring the car back to the dealership. We drove my moms car to the dealership less than ** hours later to ask them to return the car being that it is infested with cockroaches. They said the "help" they could offer would be to clean the car or offer a different car on their lot. I contacted an exterminator and they said that I would need to have monthly service to guarentee removal of the bugs. I have attached a full detail of this complaint. The dealership still has this car. Please help me get a refund or help me cancel this car sale. I have contacted the Attorney General, the Dept of Agriculture and consumer services, the Florida state highway and the florida office of financial regulation. I am being told to just file a complaint with another department. please help!!!

  Business Response

  Date: 01/18/2024

  Thank you for the message.  The customer drove the vehicle two times before making the purchase.  In addition, a sales associate, two auto detailers, an automotive technician and a sales manager were in the vehicle during the vehicle reconditioning process.  There was no sighting or complaint of any bugs in the vehicle during this process. 

  When the purchase was made the deal was electronically submitted to the lender who almost immediately had legal ownership of the vehicle and currently holds the lien on the car.  As we explained to the customer once the vehicle is no longer the legal possession of the dealership it becomes very difficult to simply pretend the purchase never occurred.  We offered to pick the car up on the customer's behalf and do another full detail to rectify the bug issue.  This issue was quickly remedied.  In addition, we offered to assist the customer with selling the car to satisfy their lien or to assist the customer in exchanging for a similarly priced vehicle. 
  

  Customer Answer

  Date: 01/24/2024

  I am rejecting this response due to the fact that they are suggesting that i infested this car with roaches.  I have attached photo's of roaches on the inside of this car of all sizes suggesting there is an infestation......an infestation of roaches would be impossible to grow within  **hours of purchase.  I had possession of this car less than ** hours.  This car dealership is reckless as they are not willing to address the issue that they have roaches and will sell them to anyone in the community without hesitation.  Cock roaches are a health risk to our community.  I contacted an exterminator to get an estimate to see if the problem was manageable- it cannot be guaranteed that they will be gone even after extermination.   If they did not know before selling to me, they are aware now and will still attempt to sell this car.  They have this car listed for sale now with my license plate on it.  They have not contacted me about this matter or with a refund resolution as of 16 days after purchase an* ** *ays of them having sitting on their lot.   [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business Response

  Date: 02/08/2024

  As of this January the customer's vehicle loan was paid in full by the dealership and her $**00 cash down was refunded. 

• Initial Complaint

  Date:11/29/2023

  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.

  2018 **** Diesel, Dually. It was Thanksgiving weekend and my truck speed was reduced and the Emission system showed some issues. It was the Lifter and the connector which were apporximately 400 in parts, they replaced the lifter and the connector and I know had to regain the engine. The issue is they charged me over $2000 for 3 hours of Labor. My total bill was originally **** and I was appalled and they reduced it by 150, but that is still over $600 an hour for labor!!!!! That is beyond taking avenge of the average consumer in exorbitant rating and price GOUGING. Please help me settle this with a reasonable labor rate. I would expect there was at minimum $1000 overcharge on this basic diesel service.

  Business Response

  Date: 11/29/2023

  I spoke with the customer on the afternoon of the 29th.  We assessed the labor time billed on the repair order and had the mutual agreement that an additional $500 would be equitable.  Per our conversation the customer seemed to be satisfied with our conversation. 

  Customer Answer

  Date: 12/04/2023

  The dealership contacted me, listened to my concerns and he explained some to the issues and a resolution was agreed upon and the situation is closed. 

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 used Chevy Suburban drove it home to NJ a week later vehicle broke down. Took it to Chevy service near me and new transmission is needed $7,000 repair. Haven’t even made my first payment on vehicle Tom Gibbs Chevy refuses to help.

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 Feb 27, I brought my '** ******** to Tom Gibbs Chevrolet due to a fluid leak. The dealership called a few days later stating that the transmission extension housing seal has been replaced, and the transmission no longer leaks. Within a couple days, I noticed that fluid seemed to be leaking from the same area, so I called to have the vehicle checked again, and was given an appointment for Mar 14. Unfortunately, on Mar 10, the vehicle broke down, and had to be towed to the dealership for a separate repair. After awaiting a lengthy part backorder, the repair was completed, and I brought the vehicle home May 15. The vehicle made a whistling, grinding noise, and was very difficult to shift through some gears. Again, I returned to the dealership. Without a tech checking the vehicle, I was told that it's making that noise because the transmission is shot, and that it was brought to the dealership with no tran fluid. The receipt from this second repair shows that Tom Gibbs Chevrolet had to replace the seal that they previously replaced, less than two weeks prior to the vehicle being brought back in. This was the only seal that leaked. Any leak would be due to the initial faulty repair that they performed. Other than the leak, the transmission performed fine, shifted smooth and easily with no noises, prior to the initial repair. Not only did the dealership botch the seal repair job that caused the fluid to leak completely dry, thus damaging the transmission, but they also allowed me to pay for the repair and take the vehicle, without mentioning the condition. Now, when trying to discuss the issue by phone, I'm endlessly put on hold, and/or given the run around. I can no longer afford the time to go to the dealership and spend half the day or more looking for resolution. I think anyone would agree this is, at the very least, a terrible way to do business.

  Business Response

  Date: 06/08/2023

  This vehicle was towed in because the clutch did not work. it needed the
  clutch slave cylinder and master cylinder. One of the cylinders was on
  back order for a long time. when we got it back together and road tested
  the vehicle there was a noise inside the transmission, like a bearing
  noise. We were not able to road test prior to doing the transmission
  work. The customer was told that we would need to remove the
  transmission and take it apart to find the out what is wrong. The
  vehicle is here again, we contacted his extended warranty and they will
  be sending an adjuster

  Customer Answer

  Date: 06/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  As stated in the filed complaint, the damage to my vehicle, was clearly due to the failed repair performed by the dealership about 10 days prior to the breakdown. Like myself, the dealership knows this, and knows that the extended warranty company is not going to cover the repair that they themself caused. 

  ****** ****

• Initial Complaint

  Date:05/15/2023

  Type:Order 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 recently bought a vehicle from Tom Gibbs Chevrolet. The person that did my financing lied about the amount of the service package. Implicitly stated that it would cost $10/month over a 4 year period of monthly payments. After review of the documents, the service package cost was $1969. I sent an email to the finance person we spoke with who tried to explain that it was due to them using a different bank to finance the loan other than what was on the paperwork we were shown. My wife, daughter and i were all present at the time of the conversation and it was very clear we would pay per month over and above the monthly without any service contract at all. he eventually agreed to remove the service contract but said that since the financing had already been completed, he would not be able to change the payment but would credit the account for the full amount of the credit contract. Had I not been diligent in reviewing the paperwork, that was produced by a printer that is perpetually "low on ink" I would not have spotted it and would have been taken for over $1500. It was clear that this was common practice and as long as no one notices, dealerships will continue to use deception to tack on additional charges to a vehicle. We, in no uncertain terms were lied to by the person that helped us and despite the fact that they credited the value of the service contract, I am still forced to make a monthly payment that is $40 more despite receiving none of the agreed upon services. If I were an individual who stole $1969 from my neighbor, was caught and then gave the money back. I would still be a thief and could spend time in jail. Dealerships on the other hand, have no consequences to face if caught red-handed. Initially, i was not going to take this any further, however, I am sure that there are others that have had this same thing happen to them that cannot afford that have nearly $2K stolen from them and are still unaware that it even happened. I'm sure this is not specific to Tom Gibbs Chevrolet and steps should be taken against big companies that steal from the customers and the general public. I will be happy to provide far greater detail if it is needed. Any signed, contractual agreement to pay any amount above the cost of the vehicle, registration and taxes was under complete and utter false pretenses.

  Business Response

  Date: 05/15/2023

  Thank you for your review Mr. *******.  I regret to hear that you didn't have a great experience when buying your vehicle at Tom Gibbs Chevrolet.  We train our employees to the best of our ability to be very up front and transparent with all customers at every step of the process.  I do not fully understand the $1969 figure you claim that was stolen from you.  The Service contract to protect the vehicle had a retail purchase price of $1374.  I have attached several documents that you have signed that, on the surface, appear to indicate that you fully understood what you purchased.  The declination page shows that you agreed to purchase the vehicle service contract, and also shows the three freebies we added with the purchase -- key protect, lifetime warranty, and maintenance plan.  The ********* preferred service contract page shows very transparently the terms of coverage (60 months, 60k miles) as well as the retail price of $1374.00.  You signed this document stating that you understood the cost of the contract.  Lastly, I have attached the three pages of the law-binding contract you signed with ***** ***** ****** *****.  In addition to the truth-in-lending disclosures for your loan, this document shows that you have agreed to purchase a $1374.00 service contract.  You and Mrs. ******* both signed this document stating that you fully understood the terms of the agreement on 4/25/23. 

  Unfortunately, it is the law that any proceeds of canceled items are to be returned to the lien holder of the vehicle, as you do not personally own the Chevrolet at this point in time.  These cancelled funds come off the principal of the loan, which will reduce the total amount you owe on the car.  If an individual owns a vehicle outright, any cancelled items will be returned to them in the form of a refund check.

  Once again I do apologize if you feel these items were not more clearly explained to you at the time of delivery.  We will certainly use this experience to continue training with our sales and finance staff.  Feel free to reach out to me if I can be of further assistance.

   

  *** *****

  Tom Gibbs Chevrolet

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

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

  Customer Answer

  Date: 05/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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 pending the credit of $1969 to my existing loan with ***** ***** ****** ***** per the attached, signed, cancellation request from 5/3/2023.  This credit had not been processed as of today, May 16th, 2023.  

  In regards to the amount of $1969, that is the total of both the service contract $1374) and the **** ****** service ($595).  

  Regards,

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

   

• Initial Complaint

  Date:07/26/2022

  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.

  see Attached document

  Business Response

  Date: 08/09/2022

  Good afternoon 
  
  This email is in regards to Mr. ******* ***** complaint # ********.  On this particular repair we did three separate jobs for the customer: 1. diagnose check engine light and replaced intake and exhaust cam solenoids and cleared all engine codes, 2. Fuel injector service, and 3. engine decarbonization service.  Total hours billed on this ticket were 4.8 hours on a flat rate pay basis, which is not identical to clock hours.  With flat rate we use an industry guide called All Data which determines an average time for which a well-skilled technician can perform a specific job.  This is not the physical clock hours that a technician is working on a car.  A skilled technician, with years of education and training, can likely do a specific job in a faster amount of time than what the All Data industry guide might outline for a task.  Mr. ***** vehicle was checked in at 10:06 AM on 7/7 and the repair order was closed out at 12:32 PM.  The vehicle was here for about four hours, and the technician completed just under 5 hours of labor in that time frame due to his proficiency.  
  
  Total labor billed on the ticket was $529.55 after discounts for an average hourly rate of $110.32.  The average service door rate in our area of ***** ******* is upwards of $150-$160/hour in some instances.  I would encourage the customer to call around and mystery shop other dealerships/service centers to get a comparable quote on these jobs. Our parts have a standard 35% markup which is average for the industry.  
  
  I contend that the customer was not overcharged for the labor that he purchased.  We put a lot of time and money into training our technicians so they are as efficient as possible.  If a technician is able to complete a certain amount of flat rate hours faster than the equivalent clock hours, that is a testament to his training and efficiency.  Please call or email me with any additional questions.
  
  
  
  
  
  
  ***** *****
  *** ***** *********
  

  
  

  Business Response

  Date: 08/09/2022

  Good afternoon,

   

  I had another point that I forgot to mention in my last email.  For any repair work we do also charge one hour of diagnosis time, which was built into the 4.8 total hours the customer purchased.  A technician does not know why a check engine light comes on a vehicle until they scan the system and determine a probable cause of failure.  There is no way to determine this without spending time to diagnose the problem.  Part of the time that the customer purchased was buying the technician's expertise in finding the root cause of the check engine light problem.  We have to pay our technicians for their time, so we cannot perform a diagnosis without charge. 

   

   

   

   

   

  ***** *****