Complaints

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

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  Wallace Chevrolet, LLC

  3575 SE Federal Hwy Stuart, FL 34997-4917

• 

  Wallace Chevrolet, LLC

  3801 SE Federal Hwy Stuart, FL 34997-4944

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:03/12/2025

  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.

  For a few years I have been battling with a bad transmission on my 2017 ***** traverse that I purchased from them, even though it is under warranty. After several attempts the bad one went out and they replaced it with a refurbished transmission. Shortly after that it began jerking hard with shifts. I began to take it back for inspection 3 seperate times and paid $289 every time for them to tell me theres nothing wrong with it. I finally got a second opinion from ***** and have been trying to get in touch with ***** to find a solution and they wont return a phone call. Ive left a voicemail twice every day. I am in need of help to repair the transmission under the warranty it has or replace the car. Its been a lemon since I bought it and they fight tooth and nail with everything.

  Business Response

  Date: 03/13/2025

  Thank you for making us aware of your recent concerns regarding your 2017 Chevrolet Traverse. I have verified that the transmission installed in May 2023 at ******* miles does carry a 3-year/100,000-mile warranty.
  
  Please note that part of this warranty requires that we are able to duplicate the concern. I would not recommend allowing ***** Transmission to do any repairs, as this will void your current manufacturer's warranty.
  
  Currently you have an appointment scheduled for next Thursday to road test the vehicle with our shop ******* to attempt to duplicate the concern. This will be completed at no charge to you. If we cannot duplicate the concern, we will not be attempting any repairs, regardless of what ***** is stating. Our first step in our diagnosis is always duplicating the customer concern.
  
  Regarding the lack of communication, I did find two communications from you this week. While the first communication was not answered, we did confirm an appointment with you on the second communication. I apologize for any inconvenience caused by the lack of communication and appreciate your feedback.
  
  
  Sincerely,
  
  
  ******* A ******
  Fixed Operations Director
  Wallace ****************

• Initial Complaint

  Date:12/04/2024

  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 purchased a 2024 ***** Equinox from Wallace and the tires have all developed slow leaks with under ***** miles on this car. I called and it took 2 hours for someone to call me back because you are not allowed to speak with service until they are ready. They said they could have me bring it in in 2 days and they will look but they doubt they will replace the tires. I have a bumper-to-bumper warranty and they are trying to tell me because it's cold in ******* is why the tires lose pressure but when I went to put air in MORE leaked out. The car is unsafe to drive and I am out of work. I am going to ********* to get real tires, they answered the phone right away and they will have me up and running tomorrow. The service department was unsympathetic and rude. I want the money I spent to but REAL tires from someone who actually provides a thing called "service."

  Business Response

  Date: 12/04/2024

  We acknowledge Ms. ********** concern, and have spoken to her about it.  We offered to have Ms. ******** stop by, at her convenience, so that we could adjust the tire pressures for her.  We also offered to make her an appointment to perform the diagnostic steps necessary to evaluate her tires for a warrantable defect.  As the tires are covered by the manufacturer against defects, they must be evaluated by an authorized ********** agent (us or another ** dealer) before any determination of a potential defect can be made.  Unfortunately, there is no mechanism that would allow us to reimburse Ms. ******** for the purchase of tires that she feels are superior to the ones that the vehicle is equipped with by the manufacturer.

• Initial Complaint

  Date:11/18/2024

  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.

  When ************* work done at Wallace Chevrolet several months ago a service advisor said the warranty on my car was running out the middle of November 2024. I started calling Wallace Chevrolet repeatedly from November 1, 2024 on to set up warranty service. The girls answering the phone knew nothing about the work and said they would has a service advisor call me. No one ever called. Finally I just set up a service appointment explaining what had to be done. I just received a call from the service advisor saying my car is two days out of warranty and I would have to pay for something that two days earlier would have been free.

  Business Response

  Date: 11/18/2024

  To whom it may concern,

  We have reviewed your complaint regarding your service visit at Wallace Chevrolet. I have reviewed your concerns and believe I have found a solution. Since the warranty just recently expired, I was able to request a waiver for assistance. This exception will allow us to assist you 100% and at no cost to you. I attempted to contact via telephone to update you but I had to leave a message. I do apologize for the confusion, regarding your attempts to contact us prior to the warranty expiration date. In closing, your vehicle services will be completed at no cost to you and your service advisor will contact you upon completion. If you should need additional assistance please feel free to contact me directly at ************. Respectfully, ******* ****** Service Director Wallace Auto Group.   

  Customer Answer

  Date: 11/20/2024

   
  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.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:03/11/2024

  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.

  Took my Chevrolet Truck to this dealership. Was told 1-2 day fix. Now we are on day 6 with no timetable of return. They dont cover a rental so Im having to pay hundreds of dollars extra for them to not fix my truck. The service department cant give me a straightforward answer. Im just trying to survive and this dealership is drowning me.

  Business Response

  Date: 03/11/2024

  The vehicle arrived to our facility with multiple concerns related to the *** brake system  Unfortunately, the vehicle is out of warranty therefore no courtesy transportation is available. We did offer a discounted rate through Enterprise to assist the customer with the rental charges during these repairs. The service consultant attempted to update you today but you were not able to speak when he contacted you. Please keep in mind, the fact we had to order a part and the weekend has added to the delay in repairs. We are attempting to contact you again to provide a clear update. Thank you

• Initial Complaint

  Date:11/15/2022

  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.

  The engine failed on 9/27/2022 while driving my 2019 ***** suburban on I95 without any warning from the vehicle. Malfeasance and or potential fraud caused a catastrophic failure of my vehicle's engine & also responsible for a potential life threatening event plus extensive repair costs. My vehicle was serviced and maintained as recommended 100% of the time at Wallace *****. GMs required certified 3rd party conclusion was this breakdown was 100% due to the questionable dealership "maintenance" and this failure should never have happened for vehicles age/mileage/recorded maintenance. Less than 3 wks prior to engine failure this vehicle was brought in for recommended & scheduled routine maintenance with NO disclosure of any pending issues. It has been relayed to me that this issue has been going on for a prolonged period of time. These services (if done properly) should have flagged any potential problems. I've had a GM certified independent 3rd party diagnostic performed (at a great financial cost) with an official & documented outcome as to the cause. I'm seeking full restitution for all repair costs from Wallace Chevrolet. The dealership where the *** was towed has the full diagnostic breakdown report. Through this report GM has determined that Wallace ***** service department is guilty of long term neglect of vehicle maintenance. This vehicle was purchased from Wallace in 10/2019 and has a 100% maintenance record solely with Wallace ***********************, This diagnostic proves vehicle was most possibly never maintained properly. Multiple attempts have been made to Wallace ***** management to rectify this situation. I have not heard back from them as of yet. Please advise and assist.Date of incident: 9/27/22 Date of last maintenance: 8/16/2022 Estimated Cost of repair: $15,000 As of 11/15/22, GM can not locate a replacement engine because of shortages. I am making car payments and paying insurance on a a vehicle that I do not have and can not use.

  Business Response

  Date: 11/16/2022

  We have reviewed your concern regarding the engine failure on your 2019 ***** Suburban. In your complaint you stated the engine failed but made no reference to what the exact failure was. I've attempted to reach out to ******************* Chevrolet to establish the root cause of the engine failure but did not receive a response. We can only assume the engine failed due to a true mechanical engine failure, not negligence on our part. Nowhere in your complaint did you state the engine experienced any oil loss or oil leakage when in operation, which could contribute to a premature mechanical failure. Therefore it can only be assumed  the routine services completed at Wallace Chevrolet were completed according to the manufacturer's specifications. The services in question were completed at the recommended interval, the oil level was filled to the correct level and no leaks were present at the conclusion of any service. Furthermore it is not customary to disassemble the internal engine components during routine maintenance to inspect for possible future mechanical engine failures that may occur. In this case, the vehicle simply had a mechanical failure that nobody could anticipate. Unfortunately this failure occurred outside the manufacturer warranty period and the repair becomes the consumers responsibility. Since this vehicle is not currently in our possession we are not able to request warranty cost assistance on the consumers behalf. I would encourage the consumer to speak with the servicing dealer for possible cost assistance from General Motors. 

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18405873
  
  I am rejecting this response because:
  Ive made multiple good faith attempts (over the past few weeks) to make direct contact Wallace ***** for a fair resolution. I was informed multiple times I would be contacted and was not. This process of information gathering (Necessarily requested by GM for evaluation and determination of party liability) has taken the over 6 weeks to collect. According to GM this engine failure was not due to a GM part issue but a vehicle maintenance issue. This failure could have been 100% avoided by correctly completing the 27 point GM service check as described within signed service agreement. 
  Wallace *****s assumption without pertinent information is not a ****************** or proportional response to a client who has purchased 5 vehicles (all from Wallace) in the past 4 year period. I will be submitting a nominal document which should show Wallace ***** some insight as to the cause of engine failure. I am open to and would hope to have direct interaction with a Wallace ***** manager in a timely manner.     
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/18/2022

  I have carefully reviewed the service history for the vehicle in question. I've located 11 documented oil change services that were performed at our service facility over the last 3 years. These services were completed per the manufacturer's recommended ***** mileage interval and specifications. The ********************************************** the response is designed to serve as a visual inspection tool focusing on items such as brakes, tires, lights, underhood fluid and wipers. This inspection is not designed to serve as a comprehensive preventive mechanical diagnostic tool. The statement made by the consumer that a lack of maintenance caused this concern does not seem accurate because the oil services were completed per the manufacturer's recommended time and mileage intervals. Currently this vehicle is not located in our shop therefore we were not afforded the opportunity to inspect the vehicle ourselves to verify the root cause of the failure. 
  
  Furthermore, ************** has empowerment tools designed to assist customers in these situations. In this case, based on the documented maintenance and customer purchase history, a strong case could be made for assistance from the manufacturer. Unfortunately, since the vehicle is not located in our repair facility we are not authorized to initiate this process on the consumer's behalf. I would recommend the consumer make this request of the current servicing dealer or tow the vehicle to us so we can initiate the process. 

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18405873
  
  I am rejecting this response because:
  The option of tow to Wallace from Cocoa was not feasible as hurricane *** was in effect. As stated and now acknowledged the Vehicle maintenance in question was solely done at Wallace ****** The ****************************************************************** all other aspects of said inspection. Visually the improperly maintained & wobbling water pump (causing the engine failure) should have been obvious, picked up, noted & related for urgent repairs  on 8/18/2022. There is no mention to a visual inspection stated in the signed service agreement which is insulting & foolish to suggest to a loyal customer anything other. ********************** ***** customers are not trained mechanics. There was never any other suggested or denied services recorded within my ownership of this vehicle. I trusted Wallace ***** service department with my familys and my safety. I continue to seeking a fair reasonable and amicable resolution to this issue ASAP. Thank you

  Sincerely,
  
  ***************************

  Business Response

  Date: 12/09/2022

  Thank you for visiting the store last week to discuss this matter in person. As per your request, I have carefully reviewed your vehicle service history and it is our opinion the engine failure that occurred was not due to
  any fault of ours. In our previous responses, we have explained our views and at this point there is nothing more we can do. 

   

• Initial Complaint

  Date:05/26/2022

  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.

  I inquired about a vehicle to purchase, they set up appointment and I came in.the salesman said the truck was available, they needed a deposit but the vehicle wasnt eligible until it was loaded to be shipped, I was told I was 1st in line and would be notified as soon as it was eligible for a deposit to be taken. I had been in contact with the salesman **** daily checking on the vehicle so I could put deposit down. He contacted me today 5/25/22 and told me the manager ***** took a deposit on the truck 2 days ago. So I spoke to ***** and he told me it was a friend of a salesman who ordered the truck and then decided that he didnt want it. Then he tells me 2 days ago he decided that he wanted it and put a new deposit down effectively promising the truck to 2 different people. Was very confrontational on the phone, which I felt threatened so I gave it right back to him. He basically told me too bad theres nothing we can do for you the guy is a friend of an employee so they sold it to him. This is totally unacceptable.

  Business Response

  Date: 05/30/2022

  I do apologize that there were communication issues with this customer and at times as of today with the shortage of inventory to purchase. It has caused frustration on both sides... This vehicle was Special Ordered for a customer of one of my sales consultants family members... I did interview both of my employees involved about their behavior and it seemed like it was provoked on both sides but that doesn't excuse the miss miscommunication. *************** was told there are other trucks available to assist him in his goals. *************** is more than welcome to reach out to me to see if we can come to a resolution in assisting him with his options on a truck that fits his needs... My #  is ***********************...