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:09/03/2024

  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.

  On april 3/27/2024 I purchased an new 2024 Avista Buick. After purchasing it, I drove home and my back went out after traveling about an hour. I had to pull over and let my husband drive and I had to lay down in back seat. The next day I called Gettel to tell them the car just was right for me, I needed a higher seat. I did trying adding my seat cushions and back cushion. With all them my back was right but, I could no longer see out my rear view mirror. They told me no problem had 3 days. So on 3/29/2024 I took car back to Gettel, to get a new car. ***** the salesman did not show me any newcars with stickers. Only was without sickers. I looked for a long time and finally he shows in a line of cars in front on garage doors. The oncore was taller and higher. So he says I can sit in it but not drive it. Asked why and he said it was almost out of gas. So I sat in it with all my cushions and it seemed to aright for my back. Don't you have any new ones I asked. This is new he said, but it had been used as a shuttle. After the paperwork was down and I picked up the car an man ran out and said I forget this. When I got home it was a mechanical failure service contract. When home I looked it up on the gettel site and there were 5 vin# on the bottom and one was mine. I call the manager and told him this in not new and it been in an accident and you did not disclose this to me. Manager also told me if its under 5000mi. it is considered new. But there were more than 5000mi. on it that is why they didn't want me to test drive it. And it still show mine in the garage for work on it. They let me drive off in a car with problems, they never fixed the issues. Still tried to get them to exachange it for a brand new Encore with a sticker price on it. Manager said I was crazy. Its not on a carfax and left it at that.He didn't know someone gave my the mechanical failure serve contract. I didn't want this one cause it already had problems not fixed.

  Business Response

  Date: 09/09/2024

  The customer came back in under our exchange policy after having back issues driving the vehicle.  Our sales associate showed her a vehicle that was more comfortable for her from our loaner fleet.  Which are considered new untitled vehicles.  We are unclear on any mechanical issues or previous repairs with the vehicle as the Carfax does not show any accidents.  We will work with the customer to clear up any remaining issues.  

  Business Response

  Date: 09/12/2024

  Here at Gettel Automotive, we take customer satisfaction seriously and would like to provide additional information on ****** ****** concerns. As previously mentioned in our first response, ****** **** originally bought Buick Envista on 3/27/24 and traded in a 2016 ****** Juke. We provided Ms. **** with the option to exchange her purchase within 3 days, and she exercised our 3-day exchange policy by returning the Envista and selecting and purchasing a Buick Encore GX ,VIN #*****************, on 3/29/24.
  
   
  
   Attached please find documents that Ms. **** signed on the Buick Encore GX, all of which disclosed that the current odometer reading at time of sale was 4104. Although provided with another 3-day exchange option (attached) on her second purchase of the Encore GX, she did not exercise that choice, and we went ahead to register and title the Encore GX in her name.  We have also included the original MSO and title reassignment indicating that the vehicle was an untitled vehicle. 
  
   
  
  I have also attached the CARFAX on the Encore GX, which shows the last mileage of 8141 when it was serviced at *********************************** . There is no indication of an accident reported to CARFAX.
  
   
  
  We are happy to address any other concerns Ms. **** may have. 
  
   
  
  *** *******
  
  General Manager
  
  Gettel Chevrolet Buick GMC
  
  ******************
  
  *********************
  
  ************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22224058
  
  I am rejecting this response because:

  I contacted Gettel of this matter the day following the purchase of my Encore GX.  
  On the day of purchase, as I was leaving, a worker followed me to the car handing me an envelope that I had apparently forgotten. Due to exhaustion, I forgot about the envelope and I did not open the envelope for a couple days. I was confused on the envelope contents, so I went to the website and entered my vin number. Upon doing so I was directed the collision center portion of the website. This showed my Encore, along with others, needing repairs. These cars were grouped in the same lot at the Sales center. 
  I reached out to my salesman to inform him that he had infact sold me a car that had been in an accident without severe injury to persons. The report listed car lunging, brakes that grab, screen going black, and cruise control not working at times. I was intended to purchase a new car, but was sold a used car by salesman *****. ***** told me that it was used as a shuttle and has less than ****** miles, therefore considered a new car.  
  One week later, I received a call from **** of Gettel who said he wanted to do a paint check on my new car on May 30th 2024 between 7am and 11am. I was unable to make this appointment due to a surgical procedure. I was still not well after my procedure as May 30th approached. I rescheduled the paint check appointment for June 27th 2024 @ 9am. I was made to wait 4 hours. In this time, I asked ***** to supply me with a written document that I was owed a key fob. New cars come with two and I only received one. **** called me and asked to meet at ****-***** to receive my second fob. No one showed up. ***** was unsure of what number he had given me and told me to use Auto ******. At this point I just could not see what else there was that I could do. 
  The Lemon Law states that I must have two repairs to claim. Gettel will/would not put in any work orders for my new car. They did put my car in the shop for some repairs. I was slightly satisfied with this until my breaks started to grab while backing out of my carport. I barely pressed the break and it jolted to an abrupt stop. Later my car would lurch ahead while pulling out of my drive. This made me very nervous, as it would be dangerous to lurch into traffic.  
  I also was travelling along I95, and my Buick app would not work and just showed a black screen. Therefore, I had to use the *** on my phone while travelling at speeds of 70mph, which made me very nervous and scared. 
  Upon returning home I contacted my salesman, and also spoke with his manager, to inform them that the car they sold me was in an accident, and they never disclosed that to me. I mentioned that it was on Carfax, and he replied that I was crazy and he had no knowledge of what I was referring to. Nothing was done to rectify the situation at this time. He did finally agree to find a new Encore, white 2024, and had me test drive it to see about a trade.  
  Upon arrival to the dealership, I noticed a vehicle that looked to be what I was looking for, and a lesser price by $5,500.00. I did test drive this one. I had a different salesman for this. He was adamant that I have my seat cushions that I carry with me, to test drive the car. He also held my keys to my Encore. He told me to take all the time I need to be real comfortable and sure of this other car.  
  When I returned from my test drive, I was happy with the car. We went to the office to review the offer. At this time they asked me to produce an additional $10,000.00. I asked them to use my $10,000.00 down payment. He then left the office for approximately 30 minutes, then returned and heavily placed my keys in front of me.  
  What I believe was going on during this time, is that my car was being repaired WITHOUT creating a repair slip, thus not qualifying for a lemon law.  
  I did reach out to a lawyer, ****** and ******. They suggested the lemon law. I mentioned what I had been through, and the lawyer recommended me to reach out to the Better Business Bureau.  
  I need repairs done to my Encore. Repairs to things that should not be an issue on a new car. My dash screen and OnStar need fixed. The ones who sold me the car should be held responsible. I should not have this much stress, anxiety, and dissatisfaction when purchasing a vehicle that was sold to me as new. I will no longer be dealing with Gettel for any repairs. I will now be taking my car to ******* Chevrolet, who have been very good with me. I tried to schedule my paint protection reapplication with my dealership with no success. They stated I could not attain an appointment any early than the end of November. My post card alert claims this is to be done within 30 days (September 2024) to not lose my paint protection. I am currently awaiting an appointment with ******* Chevrolet. 
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/20/2024

  The customer came in yesterday and all issues were brought to a resolution.  

• Initial Complaint

  Date:07/03/2024

  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.

  I got an oil change, tires rotation, and filter changed on 5/24/24 at Gettel Chevrolet when I left the dealer my car started to shake/ vibrated tremendously as if the car was going to stopped as well as my TPMS light was on. The dealer also didnt put all my hubcaps back on as my driver tire hubcaps was missing.I the end of my service I got a copy of the inspection report as well as my receipt for the service and was told by **** the assistance service manager that nothing is wrong with the car and everything is ok base on the inspection that usually shows if something is or might need to be addressed. I called and informed the dealer right away I was told I would get a call back. I have never heard from anyone I reached out again and left a messages. I got a called back from **** and scheduled an appointment on 6/17 at 1pm to get answers as well as my hubcap that was never put back on my car. I got there I felt disrespected, talked down to, misinformed and more. I was told by **** on the day to get answers that 3 of my tire batteries showed they were low on my last appointment and they failed to tell me about and want me to believe thats why the car was shaking it has nothing to do with the tire rotation. He also said that they visually inspected my car and somehow on the day of visit I was handed a printed piece of paper that told me there was no concern. He said they dont plug in the car which is something I have never heard in my life. Then he send me to talk to his boss ***** who is the manager of services again he was rude and I had to walk away from him due to his lack of customer service skills and problems solving. On 6/17 ***** handed a **** that said they ordered my hubcaps with part which will be GM when I called part to find out the status two weeks ago they were not able to find any orders on file. Until this day 7/3 I have not heard back from anyone for an update.

  Business Response

  Date: 07/03/2024

  We appreciate you brining this issue to our attention.  The initial order for the hub cap replacement was unable to be filled by General Motors.  We were able to find suitable replacements from another source and they have arrived as of today 7/3/2024.  We have called to schedule the installation with the customer and are awaiting her return call.  We apologize for the confusion and are ready to make the correction whenever it is convenient for the **************.  Respectfully, ********************* General Manager  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21936468
  
  I am rejecting this response because: I went the dealer this morning and **** the service assistant manager said to me I had to make an appointment to get hubcap put in. Like seriously this is something you can pop off and pop on in seconds. I dont trust this company to touch my car at this point and will not make an appointment for hubcaps no. They have understanding of customer service or problem solving. You want to take my car in to put in hubcaps? Unreal. They can make it to my house and Ill sign for it once delivered. My car came out with more problems than what I went in for, 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/10/2024

  We apologize for the miscommunication.  We are happy to install the hubcaps without an appointment.  We just need to pull the car back to the technicians where they can access their tools.  Please let us know when its convenient for you.  

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21936468
  
  I am rejecting this response because: As I mentioned before I will not go back to the dealership for the 4th time. When I went there earlier this week if the goal was to truly solve the issue I would have left the place with the hubcaps that would probably only take ***** minutes to put on. I will not go there to wait for 1-2 hours for a 20 to 25 minute job. No i will not sorry I dont have anymore time to waste. I have been without a hubcaps for over a month now and that concern was brought up to the service team right away yet nothing has been done yet. There are only two options, I can go to a sister branch/another Chevy dealer to get them put in my car or mail them to my address and i will sign for them. **** and ***** have no regards of what it takes to run a department. They are rude, unhappy, unprofessional and inconsiderate of their customers. I will not for the last time step foot at that dealership. I have been lied too and talked down to and my patience is running out of time. I am open to go to other dealerships to get my hubcaps installed or mail it to my address so I can have my car and peace of mind back.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/29/2024

  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.

  I bought a 2018 Chevy Equinox premier from Gettel Chevy Buick GMC in ************** on 4/18/2020 and purchased a 6yr 100,000k Warranty. I moved to IN and took and am having issues with my car, it needs a camshaft. The service department looked at my Warranty and stated the warranty started from the in service date of the vehicle and not the purchase date, which was 2017 and my warranty was expired. He also stated he never seen these written this way. I then called Gettel in ** and the finance manager stated they always write them this way. My mother talked with Gettel in ********* and they stated they are not written with in service date. It seems ironic that only the Punt Gorda dealer starts warranty from in service date. What customer should pay for a warranty prior to the date they purchased the vehicle. This is not a fair business practice. I would just like the warranty to cover the 6years or 100k miles from the date I bought the car, if so my current service would be paid for.

  Business Response

  Date: 05/30/2024

  The vehicle was purchased as a certified preowned vehicle.  Certified preowned powertrain vehicle warranties always start from the original manufacturer in service date.  In this case 6yrs or ******* miles.  The wrap plan purchased converts the powertrain portion of the factory coverage to a bumper to bumper policy for 6 yrs or ****** miles from the original in service date.  Unfortunately, the vehicles original in service date was 7/27/2017.  In this case both the factory coverage and wrap plan have expired.  

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21773157
  
  I am rejecting this response because: this is definitely not the way the salesman explained it, I realize this doesn't matter to the business at this point.

  However, I am not sure why this Gettel business has this practice when others do not.

  It's deceptive to the average consumer, the way its presented vs written.

  I do not plan to purchase a vehicle from this location going forward.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/12/2024

  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.

  On *****-23, **** and *********************** took their 2011 Eqinox to the service department for it had a growling/vibration noise coming from the rear end when turning in either direction. They misdiagnosed it as needing a new differential. *********************** said it would be a lengthy repair and they would work on it 1/2 Friday and 1/2 Monday. He didn't call us until Tues., the 28 to come pick it up. Paid them $3293.86 , invoice no. CVCS620601. Drove it out of the parking lot and turned left and it made the same noise as when I drove it in on *****, We took the car back on Monday the Dec.4 and told them the car was not fixed. **** said he did not have an appt. to look at it until 12-12-23. The mechanic who worked on it drove with us to the back lot and admitted hearing the same noise so he would take it back and see what he could find. **** said we needed a new actuator and it was a $2000 job. He didn't have one in stock so he would have to find one. I called him at the end of the week and he said he had to get it from Mich. and it would not be here until around Tues. the 19th and he knew we would be flying to **** on the 17th.I have a text message from him saying he could get it in on Jan.3. When I called to verify the appt., he said he had it for Friday the 5th. **** called and said it was done around 4pm. **** gave us an invoice no. HCVCS630708 with no prices on it so I ask to speak with *************** service manager. *** told us the actuator part was $2083 and the total was $2600 with labor. *** ask us to call him and let him know if the car was fixed. I called him on Mon. Jan.8 and Tues. Jan9th. Some girl who was taking **** messages called me back and said *** was off and would leave him a message to call but she would call yesterday, the 10th. I would like Gettel to refund the $700 for the difference of the 2 invoices because I don't think I should have to pay for something my vehicle didn't need and DID NOT fix the problem by putting a part on my car ,it was misdiagnosed

  Business Response

  Date: 01/12/2024

  Our service manager reached out to the customer and came to a resolution.  We have credited the customer.  Please close this complaint

• Initial Complaint

  Date:05/22/2023

  Type:Delivery 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.

  Gettel was paid in full for repairs to my truck after hurricane ***. I found runs in the paint and a spot on the upper driver's door where they didn't clearcoat. They will not return calls and when I stop in, they put me off. This has been going on for 3 months after I picked up my truck (which they had for 2 months). The last time, they sent me an email saying not to bother them for at least another month! The fender protector has bubbles and fingerprints. It was supposed to be ordered in February but never was. The mirror was supposed to be ordered approximately 6 weeks ago.

  Business Response

  Date: 05/22/2023

  We have reached out to the customer to discuss the part delays with her repair.  We will also address any paint defects at the time that her parts come in.  

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20082788
  
  I am rejecting this response because:

   The manager at Gettel called me and said "we are busy. We'll get to you." He didn't even mention the parts! Very poor customer service! 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/21/2022

  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.

  On June 2022 I had my car towed to gettel Chevy because they work with *********************** my adviser name was *** when I picked up my car and was able to look and check my car out they put a piece on my car that has a hole it and also my hood don't close all the way and the front end is not level today is November 20th 2022 I still keep calling so I call geico they called gettel then *** called me with a attitude mad stating that my part was in ***** but yet we keep calling no response still and my insurance did pay them and they don't want to fix my car correctly or call back

  Business Response

  Date: 11/21/2022

  We have scheduled for the customer to come in on 11/22/2022 to let us see the vehicle and will determine what repairs are necessary from there.  

• Initial Complaint

  Date:08/19/2022

  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.

  I bought a car from the dealer and had no issues during the test drive other then having the **** light on and noticing the tire was low.The sales man **** had air put in it and told me if I had any more issues to let him know.The next morning I started on my way to work and noticed the light was back on and the car was bucking down the road and it sounded like the axles or something in the front end was going to fall out, after the car warmed up after roughly 2 miles it stopped and ran smoothly. I immediately called **** and let him know about the issue and he told me to bring it in. I at that point decided it wasn't the car I wanted and I came back that evening to text drive 2 other cars in the same price range since the have a 3 day exchange policy. They tried to get another loan but weren't able to but could there first time.I settled with the fact and took him up on his offer to look at the car. I took the car to a trusted shop that put my car up on the rack and showed me the problems before I brought it to the dealer. Just at I suspected they said there was nothing wrong with it. When I talked to the mechanic he said he observed the problems I physically saw but he had only noted the control arm bushings not the leak in both CV axles. The **** light was back on and the left rear tire was low as well and they shut off the light and aired up the tire.I left the dealership unsatisfied. The car continued with the bucking issue the next couple days so I took it back again and they kept it overnight, they said it didn't present the problem and there isn't anything they can fix. This wasn't noted in any records that the car was even there even though I got a loaner car and have proof. I think it's unfair that a dealership can do something like this to someone and not fix the problem to help their customer out. All I want is a safe vehicle for my children and myself.I think it's only fair that they should fix the problem and not so on safe vehicles.

  Business Response

  Date: 08/23/2022

  To whom it may concern:
  ********************* vehicle is currently in our service department for a safety inspection by our shop manager.
  He has over 35 years automotive experience. ***************** has agreed that upon his assurance that the
  vehicle is safe for her family she will be satisfied. We have provided a loaner vehicle for her to drive
  during this process at our expense. As of today, we are still unable to reproduce the concern that Mrs.
  ****** has described. We will continue periodic test drives during all times of day and temperature
  conditions to ensure there is no issue.
  
  Respectfully
  **********
  General Manager
  See Attachment/File: Business Response.pdf