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:10/15/2024

  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 9/16 I took my 2024 ***** Trax to dealership for a service appointment, originally for a recall, Engine Spark Timing Following Auto Stop Event. During this process of dropping off the car 9/16/24 the radio/entertainment system issue & the check engine light issue would be looked into as well. I was informed during this visit that I was no longer under the dealerships warranty due to the mileage. The service department looked in the system & found that I did in fact purchase an extended warranty on the car at the time of purchase 5/2023. I was assured that I was covered under this warranty & that a claim would be submitted. The first week of my vehicle being at the dealership I was not provide any answer as to what the issues might be with my vehicle or offered to provide me with a rental or loaner vehicle. I had to ask them myself & was informed that they did not have any vehicles available & the only solution was to check back in a few days. I was sent an email with the total repair estimate which includes: BODY ELECTRICAL RADIO MALFUNCTION $412.66 FUEL SYSTEM CONCERN $236.48 - FAILED CYLINDER 2 FUEL INJECTOR CAUSING MALFUNCTION INDICATOR LAMP ILLUMINATION FUEL SYSTEM REPAIR IMMEDIATE ATTENTION $1,185.60 - FAILED CYLINDER 2 FUEL INJECTOR I was also charged for the following: CHECK ENGINE LIGHT $199.95. Took another week 9/16/24-9/21/24 to find the problem with check engine light and radio issues. Took another week 9/23/24-9/28/2024 to hear back from them about the claim they submitted to the extended warranty company just to be told that the coverage I purchased & have been paying on did NOT cover the current issues & that I would basically have to come out of pocket $1975.67. Took another week 9/30/24-10/5/24 to get back to me only to tell me that I could try to finance the $1975.67 for the repairs through the dealership or purchase a separate warranty, also through the dealership & that I should come in to discuss my options with the finance department.

  Business Response

  Date: 10/15/2024

  Dear Ms. ************************** you for allowing us to service your 2024 ***** Trax. We understand that unexpected repair needs can be challenging, and we appreciate the opportunity to clarify the situation and assist you in any way possible.

  
  When your vehicle was dropped off on September 16th, our team promptly began diagnostics, which were completed by September 18th. We then submitted a claim to TruWarranty for coverage approval and received their response on September 23rd. Based on their assessment, the necessary repairs programming the radio and replacing the injector related to the check engine light fall under the bumper-to-bumper warranty, which unfortunately does not apply to vehicles with over ****** miles. At the time of service, your vehicle had a recorded mileage of 50,409.

  
  Our service department also confirmed that you have a lifetime powertrain warranty; however, the specific repairs required are not covered under this plan. We have been actively attempting to reach you to discuss these details. ****** from our team has made several attempts to contact you by phone and has also sent an email with the repair estimate, inviting you to contact us to discuss the necessary steps forward.

  
  As of now, the repair estimate remains outstanding. Given that repairs have not been approved, we would appreciate your prompt response to either authorize the work or arrange for the return of our loaner vehicle.

  
  We value your understanding and cooperation in this matter. Please reach out to us at your earliest convenience to confirm how you would like to proceed. Our goal is to ensure that your experience with us is as smooth as possible, and we are here to help in any way we can.

  
  Thank you again for your attention, and we look forward to hearing from you soon.
  Warm regards,
  Morgan Chevrolet

• Initial Complaint

  Date:08/12/2024

  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.

  Dealership sold me a service warranty that is void because of modifications to the car. They need to cash refund me the cost they never should have sold. The car has terminal damage that the warranty would have covered if the car wasn't modified by the dealer.

  Business Response

  Date: 08/12/2024

  This was just emailed directly to the client as well... 

  Dear ********************,
  
  Thank you for reaching out and providing additional details about the concerns youve experienced with your vehicle. We have thoroughly reviewed your situation and the actions taken by both our dealership and you since the purchase.
  
  Understanding Your Purchase:
  When you purchased your vehicle, it was made clear that this was a used,high-performance car, which naturally comes with certain risks. We conducted a thorough inspection of the vehicle before the sale, replaced the rear suspension, and addressed a check engine light issue to ensure the car was in good condition. Further, this vehicle was sold and disclosed as being As-Is with all faults at the time of delivery, and the executed paperwork was also clearly marked as such.
  
  Efforts to Address Your Concerns:
  Shortly after your purchase, you reported a noise in the vehicle. Despite the car being sold as-is, we covered the initial repair costs as a gesture of goodwill,understanding that purchasing a used vehicle can sometimes lead to unexpected issues. We offered to assist with the repairs and even proposed trading you out of the vehicle at its current value, which was not pursued.
  
  Warranty Concerns:
  Regarding the extended warranty, the modifications present, along with the modifications you made after the purchase, are the primary reasons for denied coverage. The terms of the warranty are set by the warranty provider, not the dealership, and we have no control over their decisions regarding coverage. Any purchased warranties can of course be cancelled for a refund, but this does go to the loan to reduce the vehicles principal balance.
  
  Moving Forward:
  Although we believe we have fulfilled our responsibilities and exceeded expectations in assisting you, we want to bring this matter to a mutually agreeable conclusion.As a final gesture of goodwill we are offering a one-time payment of $1,000.Please note, this payment is purely a goodwill gesture Although we believe we have fulfilled our responsibilities and exceeded expectations in assisting you, we want to bring this matter to a mutually agreeable conclusion. As a final gesture of goodwill, like our previous efforts, we are offering you a one-time payment of $1,000. Please note, this payment is purely a goodwill gesture and does not constitute any implied warranty. This payment is contingent upon your signing a release, which will confirm that this payment represents the full and final resolution of any claims related to this vehicle,with no further action from either party. Additionally, you still have the option to cancel your extended warranty, which would reduce the principal balance of your loan.
  
  We believe this offer is a fair and reasonable way to bring closure to this situation, allowing you to address the most pressing concerns with your vehicle.
  
  If you choose to accept this offer, please let us know, and we will prepare the necessary documentation.
  
  Sincerely,
  
  
  *****************************
  Dealership Leader/GM
  

• Initial Complaint

  Date:08/02/2024

  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.

  We took our daugthers car to the dealer, in order to correct her radio bluetooth issues, due to the system not allowing her to add her new phone. The radio system had no open spots for devices until older phones were deleted. We attempted to remove devices to load her recent new phone. Upon speaking with the adviser at the dealer, he agreed there was an issue with the radio system as it was not allowing the deletion in order to free up space. He indicated that if we could leave the car they would be able to run a diganostic test to see the issue. Thought the likely issue was just to refresh the radio system. After a couple of hours of having the vehicle, the adviser called us to let us know that the refresh did not fix the issue and the radio needed to be replaced at a cost of $2,149.84. Given the amount to replace the radio in order just to have the bluetooth capability (all other aspect worked correctly), we decided not to do the repair. We picked up the vehicle and paid the service fee of $218.76. When we got the vehicle home, I called a Sound establishment to inquire about the cost of replacing the radio with a non GM device and if it would effect any of the car safety features that were connected to the radio. On the call the tech seem to have difficulty understanding needing a total replacement. He asked me to walk through the steps on removing a device and at what point did the radio freeze up. In doing this, when we reached the previous freeze point the system deleted a phone spot. This then allowed us to load her new phone and the bluetooth service was working properly again. Apparently the refresh they did on the radio did in fact correct the issue, but Morgan Chevrolet attempted to play a scam game of trying to have us spend $2,149.84 on a new radio that was not needed. Granted we are delighted the refresh worked, but very upset to have a dealer try and get us to replace a radio that was not needed. Dealer supervisor never returned a call.

  Business Response

  Date: 08/02/2024

  Thank you for reaching out and sharing your experience with us. We sincerely apologize for any inconvenience you encountered while addressing the Bluetooth issues with your daughter's car radio. We understand how frustrating it must have been to receive information suggesting a complete radio replacement when the issue was resolved with a simple refresh.
  It appears we may have missed a straightforward step, and we deeply regret any stress this may have caused. Please be assured that it was never our intention to recommend unnecessary repairs or services. To show our commitment to resolving this matter and rebuilding your trust, we would like to offer a full refund of the $218.76 service fee you paid.
  Could you please provide the address and contact information where you would like us to send the check? If you have any further concerns or questions, please feel free to reach out to our Service Director, *************************. We appreciate your understanding and look forward to making things right.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22081871
  
  I am rejecting this response because: I have tried to reach out to the dealer and to no surprise the Service Director ************************* will not return my call so that I could provide him my address for the refund he mnetioned.  Like I mentioned from my initial complaint, he would not call me back after the service call which is why I took this to ***** & BBB.  If he really wanted to correct this issue, all he would have to do is reach out to his service advisor has he has all my info along with the charge card that the service was paid with.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/12/2024

  Email me the address directly please. ****************************************

   

  I will make sure we get it handled.

  Customer Answer

  Date: 08/14/2024

   
  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:07/03/2024

  Type:Order 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.

  Paid for repairs, and on 06/28/2024 and went to pick up my vehicle and it wouldnt even start. I had to leave it because the manager said my vehicle was miss diagnose, and they kept my money.Another diagnose would cost more money and the first diagnose was suppose to fix it. Scammers Scammers

  Business Response

  Date: 07/04/2024

  We appreciate the opportunity to address your concerns regarding the service provided for your 2018 Chevrolet Suburban. We strive to deliver high-quality service to all our customers, and we regret any inconvenience this situation may have caused you.
  

  Summary of the Situation:
  On June 24, 2024, your vehicle was towed to our dealership with a no-start condition. Our technician diagnosed the issue and found that the 175 amp fuse in the battery fuse block was blown. This fuse is only serviceable by replacing the entire fuse block. With your approval, we replaced the fuse block, and the vehicle started successfully multiple times in our technician's care. You were informed that the vehicle was ready for pickup and upon your arrival, you settled the bill of $629.29.
  

  However, during the delivery process, the vehicle failed to start again.Our technician then continued diagnostics and found that the issue was intermittent. On further inspection, a "theft deterrent system active" message was displayed, and a code B2955 was set in the body control module.
  

  Steps Taken:
  1. Initial Diagnosis and Repair:
    -The vehicle was diagnosed with a blown 175 amp fuse in the battery fuse block.
    -Fuse block replacement was performed, and the vehicle started and ran multiple times successfully.
    -You were notified and picked up the vehicle after paying for the approved repairs.
  2. Post-Repair Diagnostics:
    -Upon delivery, the vehicle failed to start, prompting further diagnostics.
    -Our technician identified an intermittent issue related to the vehicle's theft deterrent system.
    -GM's diagnostic guidelines recommended replacing the key, reprogramming the body control module, and potentially replacing the immobilizer and body control modules if the issue persisted.
  

  Current Status and Recommendations:
  

  As of now, we are awaiting your approval to proceed with the recommended repairs to address the intermittent no-start condition:

    -Reprogram the Body Control Module and cut and program a new key to the vehicle ($794.57).
    -Replace the immobilizer control module and reprogram it if the issue persists ($526.56).
    -Replace the Body Control Module and program it if the issue remains unresolved ($621.81).
  

  We understand your frustration with the unexpected additional costs and the time your vehicle has spent in our service department. We assure you that our intention is to ensure your vehicle is fully functional and reliable. The initial repair addressed a known issue, but the subsequent no-start condition revealed an additional, unrelated problem with the theft deterrent system.
  

  Next Steps:
  To proceed, we need your approval for the recommended repairs. We are committed to resolving this issue promptly and effectively, ensuring your vehicle operates reliably.
  

  Conclusion:
  We value your business and regret the inconvenience this situation has caused. We hope this explanation clarifies the steps we have taken and the rationale behind our recommendations. Our goal is to provide you with a fully functioning vehicle and restore your confidence in our service.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21935004
  
  I am rejecting this response because:

  I went to pick up my vehicle on 06/24/2024

  I had receive a call from Morgan Chevrolet 

  that my vehicle was ready, upon my arrival 

  I paid the invoice fee of $629.29.Then a few 

  minutes later I was inform by the staff that my vehicle wouldnt  start. I immediately told them that I wanted a refund.I left my vehicle 

  there and the manager inform me that they would fix it.I pick my vehicle up a few days 

  later and drove it home, and I turn my vehicle off and it would not start. I had to have my vehicle towed to another shop,and  I was inform that my vehicle had been rekeyed 

  and the computer system had been tampered with. Im so disappointed.

  Thank you kindly!!

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

  Business Response

  Date: 07/17/2024

  We understand your frustration with the vehicle not starting after being informed it was ready for pickup. Upon further inspection, our team identified additional issues that we promptly addressed. We stand by the quality of our work and the professionalism of our team. Regarding the claim of tampering, we assure you that our software is proprietary and cannot be manipulated.

  As a gesture of one time goodwill, we agree to refund the amount of $629.29. Please provide your name and address so we can mail the refund check to you.

  We value your business and aim to restore your confidence in Morgan Chevrolet.

• Initial Complaint

  Date:06/17/2024

  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 replacement struts for my rear liftgate in May 2023 and an Electronic Brake Control Module (EBCM) replacement in January 2024. It's mid-June 2024, and neither has yet to be installed. My service advisor has ghosted me, and I'm out of hundreds of dollars. I'm incredibly disappointed by Morgan Chevrolet's lack of service. I'm seeking an update from upper management, both items installed promptly, and all remaining fees waived or a significant discount for the inconvenience.

  Business Response

  Date: 06/17/2024

  Thank you for reaching out through the Better Business Bureau regarding your concerns with the service you have experienced at Morgan Chevrolet. We understand the frustration that delays and lack of communication have caused, and we are committed to resolving these issues swiftly and satisfactorily.

  Upon reviewing your situation, we confirm that the replacement struts for your rear liftgate are available at our dealership. We apologize for the delay in installing these parts and are ready to schedule an appointment at your earliest convenience to complete this service.

  Regarding the Electronic Brake Control Module (****), we regret to inform you that this part remains on backorder. We have an open **** case to address this issue and are actively seeking alternatives to procure the part as quickly as possible. Our service team, including *** and *****, have been diligently working to locate this component with no success to date. Given the prolonged wait, we are prepared to discuss alternatives, such as refunding the amount paid for the **** and cancelling the order, should this resolution meet your needs.

  To ensure we address your concerns comprehensively, I have instructed ***********************************, one of our dedicated service advisors, to contact you directly. ********* will be reaching out shortly to discuss these matters in detail and to confirm your preferences on how to proceed. We are eager to find a resolution that restores your confidence in our service.

  Please look for a call from ********** and do not hesitate to reach out if you need further assistance or if there are any other issues we can address. We value your business and are committed to making this right.

  Thank you for your patience and for bringing this matter to our attention.

• Initial Complaint

  Date:06/07/2024

  Type:Billing 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 18th, 2024, I brought my 2020 Silverado 1500/4W truck to Morgan Chevrolet for maintenance/repair. Morgan Chevrolet charged me $212.85 for diagnosing the issue and provided a Carfax report, which revealed that the vehicle was no longer under warranty due to a "branded title: not actual mileage" designation.Their repair estimate amounted to $11,229.58, and they proposed a trade-in deal for a 2024 Chevrolet Malibu, which I was not financially prepared to accept at the time. Consequently, I returned on May 14th to finalize the transaction.On May 14th, I returned with the required $4,000.00 down payment and all necessary documentation for a credit evaluation and financing through *********. My credit was approved, and we concluded the deal. I traded in the Silverado and drove off with the new 2024 Malibu.Eleven days later, on a Sunday, Morgan Chevrolet left a voicemail threatening to involve the police if I did not return the car within two hours, citing an alleged failure to approve my credit. Despite feeling uneasy, I retained possession of the car until the following day, when I contacted ********* directly. A Santander agent verified that my credit was indeed approved, the car was registered in my name, and the Malibu was encumbered to the bank, as confirmed by the *** information provided, specifically in the section Lien Information: Santander Consumer USA INC.Morgan Chevrolet now seeks to rescind the deal, claiming that the financed balance on the Silverado still remains in my name, and they are pressuring me to return the car and cancel the transaction, despite having conducted the diagnostic and proposed the trade-in initially. I am satisfied with my purchase and wish to uphold the agreement.Thank you

  Business Response

  Date: 06/08/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have experienced and the distress caused by the situation. We acknowledge that we made an error in the appraisal process of your trade-in vehicle, and we should have caught the issues with the trade-in during our initial evaluation.

  
  We fully agree with your position and will uphold the deal as it was signed. There is nothing further required on your end. We are committed to ensuring that you remain satisfied with your 2024 Chevrolet Malibu, and we will take steps to improve our processes to prevent such errors in the future.

  
  Once again, we apologize for any inconvenience this may have caused, and we appreciate your understanding and patience.

• Initial Complaint

  Date:06/06/2024

  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.

  A Vehicle was purchased on 05/27/2024. We were informed the car had been fully inspected and all was well. The following day the car began to make a noise, I followed up with the sales rep and received no reply. On 05/29 the vehicle overheated leaving it unable to be driven. The sales manager said they would send us a replacement vehicle and have it reinspected. No loaner vehicle was sent until 5/30 evening after multiple calls. The purchased vehicle was towed to the dealership. On 6/3 the technician called stating the car was fully inspected and nothing was wrong. I had videos to show what had happened and they refused to listen to or view them. On 5/3 the finance department said the bank had fallen through so we needed to return to resign paperwork. I advised that we didnt even have the vehicle. Was again reassured all was checked out. On 5/4 returned asked for a different vehicle or ours returned which we were denied even though there was no financing. We left the dealership after being told there was no other options. We broke down on the highway less than an hour later. The dealership had closed and messages were sent. The Manager G advised us in order to receive a different vehicle we must pay $300 additionally a month. We have spoken with multiple managers, and were tricked into re-signing paperwork after the original financing fell through and we specifically asked for our other original vehicle back. Sales Manager G knew we would not be able to commute in this vehicle and advised he would assist us and return our call. He left again for the day without resolving and now the manager that is on duty has 3 deals he is working on and unable to talk right now.

  Business Response

  Date: 06/08/2024

  I am writing to address the concerns raised in your recent BBB complaint regarding your vehicle purchase. We deeply regret the inconvenience and frustration you experienced throughout this process.

  
  We understand that the vehicle you purchased began making noises the day after your purchase and subsequently overheated on 05/29/2024, leaving it undrivable. It is also clear that there were delays in providing a loaner vehicle and challenges in communication with our team. Furthermore, the issues with the financing and the vehicle's reliability were significant sources of distress.

  
  We acknowledge these shortcomings and have since taken steps to rectify the situation. We have provided you with a replacement vehicle that you are happy with and believe this resolves the matter to your satisfaction. If this is not the case, please reach out to us immediately so we can ensure your needs are fully met.

  
  At Morgan Chevrolet, we strive to provide the best possible service to our customers, and we are committed to learning from this experience to improve our processes. We appreciate your patience and understanding as we worked to resolve this issue.

  
  If there are any remaining concerns or if you require further assistance, please do not hesitate to contact us directly. Your satisfaction is our top priority, and we are here to help.
  Thank you for bringing this to our attention, and we look forward to ensuring your continued satisfaction.

  Customer Answer

  Date: 06/20/2024

   
  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. The sales manager G listened to my concerns and addressed them once we met in person. We continue to work with them on our new purchase and they are being accommodating to our needs. I do hope this report allows them to revisit their protocol when addressing concerns from buyers. I continue to receive amazing customer service from ****** and we are thankful she was reliable and proactive for us. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:01/29/2024

  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 truck with this dealership and after 10 months, the transmission broken and its been three months since I left my truck there to repair. Im going back and forward and they kept saying the part is back order and are not give me any solution to my problem. I did ask you how long time it will be take to fix it and they said it cant take nine months or more and when I ask him about what they can do to fix my problem because I need my truck to work and make money to pay the installments they say they cant do anything to help me and pretty much told me to go home and wait for they to fix the truck, when I confront the manager he pretty much told me to kick rocks. I felt pretty disrespectful. They said it is what it is theres nothing they can do what I think. I think they should give me a new truck even put me in a new financing mode. Its been two trucks I bought with this place think they should treat me better since I am choosing to spend my money with this dealership.

  Business Response

  Date: 01/30/2024

  Dear ***************,

  
  I am reaching out on behalf of Morgan Chevrolet regarding your recent complaint filed with the Better Business Bureau. Firstly, I want to sincerely apologize for the inconvenience and frustration you've experienced due to the transmission issue with your truck and the subsequent delays in repair. I understand how critical reliable transportation is, especially when it directly impacts your livelihood.

  
  We value your loyalty as a repeat customer, and I regret that your recent interactions with our team have not reflected the high standard of service we strive to provide. It's clear from your message that we have fallen short in both our communication and solutions offered.

  
  Regarding your request for a vehicle exchange, I must inform you that we are unable to fulfill this specific request. However, I want to assure you that we are taking your situation very seriously. We have escalated the issue with *************** and your truck's parts have been placed on top priority to expedite the repair process. Our aim is to complete the full repair as swiftly as possible, targeting 2 weeks as this is a major job once we receive the necessary parts.

  
  While we work on this, we would like to offer additional support to mitigate the inconvenience caused. Please contact our Service Director ************************* directly at **************, or via email at **************************************** so we can discuss how we might assist you during this interim period.
  

  Again, I apologize for the challenges you have faced and thank you for bringing them to our attention. We are committed to rectifying this matter promptly and to your satisfaction.

  
  Sincerely,
  *****************************
  General Manager Morgan Chevrolet

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service 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 went for information to this dealership. The salesman asked for my SS number but when I asked why he told me it was only to put it on my file. I told him, several times, not to check my credit. He said it would not be. The manager was in another office and without my consent he ran my credit and took it as if it was no big deal. I felt disrespected and I let him and the salesperson know how upset I was and he demonstrated he did not care for what he had done. They violated my rights to the **** and I expect to be compensated.

  Business Response

  Date: 09/20/2023

  Dear ******,
  
  I hope this letter finds you in good health. I am writing to address the recent complaint lodged with the Better Business Bureau concerning your visit to Morgan Chevrolet. Please accept our sincerest apologies for any inconvenience or frustration you encountered during your dealership experience.
  
  Firstly,I would like to clarify that safeguarding personal information and adhering to the Fair Credit Reporting Act (FCRA) are of utmost importance to us. We deeply regret any misunderstanding or miscommunication that led to the credit inquiry without your explicit consent. Such actions are inconsistent with our dealership's standard operating procedures, and we take full responsibility for this oversight.
  
  To address the error and rectify the situation, we have already taken the necessary steps to correct your records. We have contacted all three major credit bureaus to initiate the dispute resolution process to remove the unauthorized credit inquiry from your file. It is important to note that this process is a standard protocol established by the credit reporting agencies to rectify such issues.
  
  The following are the steps that we can take to resolve this matter effectively:
  
  1. Please contact the three major credit bureaus (Equifax, Experian, and TransUnion) to initiate a dispute regarding the unauthorized credit inquiry. We attempted to initiate this, however, cannot enter the dispute on your behalf per our conversations with them.
  2. The credit bureaus will then commence their investigation process to rectify the issue. We are fully committed to cooperating with them to ensure a swift resolution.
  3. As part of this process, the credit bureaus will review the dispute and should remove the unauthorized credit inquiry from your credit report.
  
  I understand that you may still have concerns and may require further assistance.Please do not hesitate to contact me directly at ***************************************** I am here to assist you in any way possible and ensure that your concerns are addressed comprehensively.
  
  Once again, I deeply apologize for any inconvenience you experienced during your visit to Morgan Chevrolet. Thank you for bringing this matter to our attention,and we look forward to working with you to resolve this issue to your satisfaction.
  
  Sincerely,
  
  *****************************
  General Manager 

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20623247
  
  I am rejecting this response because:
  I told *************** several times I did not want my credit to be ran. He assured me I it would not but it was still done without my consent. I feel I was disrespected and this is now placed on me because I have to take the time from my life and work to dispute it with the credit bureaus. I want to be compensated for making this seem like it was not a great deal. It was a violation to the **** and it has financial consequences.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/05/2023

  Type:Product 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 bought a car from Morgan Chevrolet on January 1st, 2023. I put in a request to cancel my GAP insurance on February 21st. After several emails and going into the office twice, I was told the request was filed on March 7th. By April 12th I had not seen any activity in my GM financial account regarding the matter so I emailed my finance representative, *********************, and he asked for me to call him. He said that there was a filling issue with my ********* account information. I have never used Ally or mentioned it with ****** which led me to believe the request was never filled. He asked me to resend my GM financial account number, which I promptly did. After not hearing anything regarding the matter again I reached out to ****** on April 26th and 29th via text, no response. I sent him an email on May 1st, no response. I called the front desk and asked them to leave a note on his desk to call me back, I never heard from him. On May 16th I called the front desk again asking to talk to the manager, ****. He said that the check was on the way to GM financial and I should see the refund soon. After not seeing anything, I called again on June 4th. The front desk person was not able to connect me with anyone but said they will get back to me, I have not heard anything. I have continued to pay interest on this outstanding amount throughout this ordeal.

  Business Response

  Date: 06/06/2023

  Thank you for reaching out.

  This was immediately forwarded to our ****************** and I just got word that we handled the cancellation properly after re-submitting. Sorry id did not go through the first time, but at this point we should be all set. Please do not hesitate to reach out if you require any additional assistance.

  Regards,

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

  GM

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

  Customer Answer

  Date: 06/09/2023

   
  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,
  
  *****************************