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:01/02/2025

  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.

  Replaced transmission in my car in February 2024, December 2024 transmission burnt up due to no filter being put in when transmission was replaced.

  

  Business Response

  Date: 01/02/2025

  We installed a transmission into this vehicle in March 2024.  This guest did not pay for the transmission installed into their vehicle, so we feel it is inappropriate for her to be asking for a refund. This repair was an extended vehicle service contract claim though ********** warranty company. The guest had just purchased the vehicle from an independent used car dealership and, in accordance with the terms of the vehicle service contract, SilverRock supplied a used transmission for the repair; SilverRock paid us only for the labor to install their used transmission. There were no instructions from SilverRock to check or replace a transmission filter, nor were we paid for any such work.  There is no warranty for the transmission through us.
  
  From a recent Carfax vehicle history report,we can see that this vehicle had nearly ****** more miles on its odometer in July 2024, only four months after the transmission replacement.  We suspect that the vehicles mileage may now be well beyond the warranty supplied by ********** for the used transmission that was supplied, and perhaps also the vehicles SilverRock extended warranty may have expired too.  We took no action that could have caused or exacerbated any leaking in the vehicle. Our interaction with this guest was at times challenging, but we always dealt professionally with her and we stand by our repair work.  We do not believe any further action by us is warranted in this case.

• Initial Complaint

  Date:06/26/2023

  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.

  This dealership is truly a disappointment. I purchased a 2018 Chevrolet Traverse in January 2023. After approval purchase of the vehicle they held it for an additional two days for inspection. Not even three months of having the vehicle it began having brake problems. Then it began having a problems. I have ask for help for these is***s that should have been fixed before it was sold. As usual at a dealership they yell out extended warranty. An extended warranty shouldn't have to be used as early as three to six months of purchasing a vehicle that is fairly new. I felt like I was sold a lemon but because of ******* Lemon Law I can't *** them based on a used vehicle. This dealership knew that there were many is***s. Their salesman ****************** reassured me a mother of five that this vehicle was perfect and had no is***s. He definitely lied and now I'm with this lemon that I'm spending hundreds of dollars into spending, including the high payment of over 600 a month. I can't get clear answers and they find it funny to have scammed a person into buying a vehicle that they knew had problems. They are very much disrespectful and unprofessional from sales, service, and management. I'm still at disbelief that these people sold me garbage. I never thought that I would have to conduct highly expensive repairs as soon as three to six months of having this vehicle. The only thing that should be managed at the time of purchase to now should be oil changes, not brakes on all drives and a whole as unit. I have had different business inspections and was told that Ferman Chevrolet did not conduct a proper inspection and my brakes and ac was never fixed. I know that this particular business will never be investigated and I notice that they only respect rich men. I am an African American woman and I have had nothing but humiliation and disrespect from this dealership in person and on the phone.

  

  Business Response

  Date: 06/29/2023

  To Whom it may concern,
  Complaint 20231374.
  After reviewing the information provided and some further investigation at the store level here is the conclusion of those findings. As ************** states, we kept the vehicle for the final inspection and repairs that needed to be done prior to delivery. The inspection and repairs as you can see were appx. $2500.00 and included replacement of the evaporator which is part of the ac unit. The brakes had just been replaced **** miles prior to the vehicle being sold to us by ******************* Chevrolet and were not in need of replacement at that time. We do see that on one of the bills that ************** did replace a ******* valve which is another part separate from the evaporator as part of the ac unit. The other 2 invoices provided were not paid by **************, one is our invoice for the repairs we did prior to delivery of the vehicle and the other is a prior repair by the previous owner. It is unclear to us at to the settlement of repair. At this point we are unsure what she is stating needs to be repaired and, based on the vehicles mileage at the time of sale to her, the vehicle was sold with Fermans 90-day/ 3000-mile powertrain limited warranty (copy attached) which would not cover the additional repair costs on the ac unit. If ************** would like to bring the vehicle and have us diagnose if there are any repairs needed at this time,we could discuss some goodwill at that point. We ask that you please close this matter with no negative reporting on or against the dealership.
  Thank you.
  ***********************
  Executive manager
  Ferman Chevrolet North **** Mabry
  *******************
  
  

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20231374
  
  I am rejecting this response because: This dealership is deceitful with selling a used vehicle. I know exactly what paperwork I submitted which is paperwork that was given to me after the fact to see what work was done on this vehicle from the previous owner. They could have explained this to me and showed me that this type of work was done. Now I have no ac at all because it keeps breaking. Yes they withheld the vehicle to inspect it which should have already been completed before making a sell. The work that they done was not completed properly which is why the ac continues to stop working. Apparently they knew that there was a problem with the ac before selling it to me. This complaint does not need to be disregarded. This complaint need to be resolved and as you can see *********************** is explaining what is definitely the problem which is all this work that is being done a vehicle that has many issues that was never fixed before selling the vehicle. I was reassured that the vehicle is perfectly fine and it most definitely is not and I have stressed this to them. I shouldn't have to continue to spend hundreds of dollars on something that should have fixed. An ac is truly a necessity especially in *******. This dealership has shown nothing but unprofessionalism with the issues I am having with this vehicle at such a short time. I am paying a large lump of payments including major repairs. This is truly unfair for me. I understand small wear and tear especially if I did have the vehicle for more than a year but these problems started happening three months of having it in my possession. As you can see I am not the only consumer that has had major issues with this particular dealer based on major repairs and their unprofessional attitude towards the customer. Yes this complaint should be completely public because it is true.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/07/2023

  To whom it may concern,
  Complaint 20231374
   As previously stated, the repairs ************* paid for would not have been covered under the 90 days / ****-mile powertrain warranty and was a separate part from the evaporator that had been replaced at the dealership prior to delivery. We also stated in the previous response, if ************* would like to bring the vehicle in to have it diagnosed, we at that time could discuss some goodwill if repairs are needed. We ask that you please close this matter with no negative reporting on or against the dealership.
  Thank you.
  ***********************
  Executive Manager
  Ferman Chevrolet North **** Mabry
  *******************
  

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20231374
  
  I am rejecting this response because: The fact of the entire matter is the upmost disrespect, humiliation, and outrageously rude customer service I encountered from this particular dealership. At the time when I contacted and visited the dealership twice, I was treated as though I was no longer a human being after trying to get these issues resolved. All I did was ask for help and ask for them to fix this problem with the vehicle for free because of the short period of time of having the vehicle. Yes, I do feel that a vehicle sold by a salesman who continues to reassure you that there are no major problems with the vehicle and that it is perfect should fix it for free due to taking the time out to mislead the customer. I know that there is no perfect vehicle, but when I asked if there is anything major problems, i should have been informed that there was major work done to the ac unit and that you may continue to have issues with it and if you do then it is better to bring it back to us to fix the problem. After the service department held on to the vehicle for two days after purchase, ****************** showed me the work order that they had to fix the ac unit and recharge it. I asked ****************** will this be a problem and he still continue to inform me that the vehicle is fine and perfect. I want my complaint to move forward so that other customers know what they are getting themselves into with this dealership. I shouldn't of had to endure rude responses from the service department, the salesman, and even the manager. After submitting a complaint to the Better Business Bureau, *********************** wants to send only coupons for discounted services, is completely unacceptable. *********************** was very unprofessional and has no good customer service at all, he finds it funny when a customer is asking for help in getting something as major as this resolved. ****************** is very unprofessional as well when it comes to customer service and acts as though he doesn't have a clue about anything that pertains to the dealership. The service department is very unprofessional when it comes to customer service and will place the phone down and make you sit on the phone and ignore you to have conservation with their coworkers. This dealership has cause me nothing but stress and hazard to my children and my health from exposure to extreme heat due to the ac not working. I have had to spend money that I couldn't spare to fix this issue that should have been fixed without any hassle. Please BBB do not let this complaint go unheard or unseen, people should not be treated like this when all you want is help. Good customer service is within their job description, and it should have been honored. 

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

• Initial Complaint

  Date:03/13/2023

  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.

  When I first spoke to the sales person ******, I was looking at a Blue Blazer 2023, it was listed online but she said it would not be in for another month. I was asked to put $1000 down. I did, meanwhile I made a payment for my ****** The next day I received a text stating the Blazer arrived the next morning and made arrangements to purchase on Mon, Jan. 30, 2023. The payoff they were going by was $16,382. However I had made a payment which was not reflected in that, I was told by ******, The loan person and ***** any overage I would be refunded the $439. I had paid. Meanwhile come to find out Ferman paid ***** $15,942.41 instead, NOT the amount they said and listed in my contract stating they were going to pay. Meanwhile it is over a month, I have been going back and forth with ******, She had stated a check was mailed Feb24, over two weeks later I had not received as of yet. A week after I had told her I still had not received it and she said she had talked with her director and was taking care of it and were in process of having accounting reissue the check still NOTHING! Plus we were told my Daughter ***** was receiving $125 check for referring me and her check was sent over a week ago I was told and she has not received a check either ! Not to mention I call customer service on Sat. March 11 on my birthday, to talk to a manager and they put me through to some voicemail and I left a message and NO ONE HAS CALLED ME BACK !! Needless to say I am ****** at this point and tired of getting the runaround and no one seems to care about us getting our funds due to us!! Poor business practice in my opinion for people who are so concerned about getting good reviews after purchasing. I would say this is a **** poor comany and not the way a valued customer should be treated! At this point I would not recommend someone coming here., Hopefully this gets addressed soon !!

  

  Business Response

  Date: 03/30/2023

  We have reissued checks and overnighted both checks to correct addresses. 

   

   

• Initial Complaint

  Date:01/26/2023

  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 was in contact with a representative from Ferman, ******************, for several days. We had agreed on a vehicle, I acquired funding and came in to purchase the vehicle. After paperwork was signed I was told I needed to wait a few days while they finished the inspections and repairs on the vehicle before they released it. The paperwork was signed off on 01/04/2023, and I had to wait several days until I could obtain the vehicle. On 01/20/2023 the vehicle leaves me stranded on the side of the road, 25 minutes from home, with my two toddlers in the car. I was obligated to get a tow truck to make it home. I had three mechanics look at it to confirm it was the water pump. I was given an estimate of $2500 for the repairs due to the complexity of the repair. I reached out to the dealership, and even spoke with the rep that sold me the vehicle. I was told there is nothing they can do for **** was told to look for a mechanic as opposed to taking it back there for repairs.I believe I was sold a lemon. I had the mechanic look at the car and was told that it also needs an oil change desperately because the oil looks very bad and he confirmed that the water pump has been leaking for long time. There is no way these damages where done under my care if I only had the vehicle for not even two weeks. I am a single parent of two young children and I truly felt taken advantage of. They sold me the vehicle knowing the damages it had. I am afraid to see what else was hidden for me. I chose Ferman because of there reputation as previous family members have purchased there too. But my experience has been far from exceptional.

  

  Business Response

  Date: 02/06/2023

  To whom it may concern,

   

  In reference to complaint 18897760

   

  As stated in the complaint the vehicle took a couple days to go thru the safety and mechanical inspection. During the inspection we did not find any mechanical issues. While we do our best to inspect and repair any issues on every vehicle, some issues do not present themselves until a failure occurs, we believe this to be that case here. As to the statement the oil was in desperate need of being changed, the oil had been changed on Jan 6, 2023. The vehicle is a 2015 Taurus that at the time had ***** miles which does not qualify for any warrant from the dealership and is sold as-is. We did present an extended warranty at the time of purchase, but it was decline. I have included the as-is document signed by Emreriane. We have come to a mutual agreement of a goodwill one time payment of $00.00 with Emeriane and feel the matter is resolved. We ask that you please close this matter with no negative reporting on or against the dealership.

  Thank you

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

  Executive Manager

  Ferman Chevrolet North **** Mabry

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