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:11/26/2024

  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.

  Services department is an absolute joke. I pay for the paint/rim repair in my contract. I have a few dings in my paint I need to take care of. I called ahead to schedule this service and spoke to ******. She said to bring my car in early on any Tuesday morning and itll take all day for the service to be completed. Im military and stationed over 4 hours away. I took time off to drive to ********** to switch cars so that my family can bring the car in for me. Dad brought the car in only to be told that theres a whole claims process that isnt outlined in my contract and ****** never mentioned. Cool, an honest mistake maybe. After MANY phone calls to the service department and being told Id get a call back, no call back. I take more time off work to drive 4 hours to ********** to speak to someone in person. Walk in and its ****** at the desk. She obviously recognizes my car when I pull in because she immediately has a nasty attitude towards me. I ask her about what needs to be done in order to get the service I pay for. Turns out the service is done at a completely different location but she informs me the process has been started and Id get a call back. Surprise surprise, no call back. Ive called multiple times and have been told each time that the service department is in a meeting and theyd give me a call back. I am convinced they have been forwarding my phone calls to a different department because they do not want to talk to me. I even left a message with the sales director. This has been ongoing since October 29th. These people are the worst and I need my service completed.

  Business Response

  Date: 12/04/2024

  With these paint/wheel/tire coverages, there is a process that has to be followed in that any concerns must be called in for prior approval and may take a couple of days to get approval. The coverages are also specific to certain conditions. The paint coverages cover environmental fallout, paint fading over a period of time but do not cover paint damage from external forces like scratches, accident damage. The paint issue that was presented was paint scratched off of the hood of the vehicle and isn't covered. The wheel repair was approved. We need the vehicle for up to two days as the wheel must be removed from the vehicle and sent to a wheel repair company to be repaired. The customer had an appointment for yesterday, 12/03/24 but did not make the appointment.

• Initial Complaint

  Date:01/25/2024

  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 SUV from this dealership on the last week of November 2023 when my car went down. In the first week of the purchase I had to come back to the dealership for front brakes and roters, turn off oil change lights and a battery for the car key fob. I had to travel 55 minutes to get to the dealership 4 times in the first week alone. After telling the repair manager that the vehicle was moving to the right he said bring it in when you can. The holiday was busy i informed the repair manager (******) i would be out of town and couldnt until the new year he said that was fine. When i took it in i was charged $****** for a wheel alignment and air filter. I asked was the car inspected before purchased and the salesman (Ramy) and Manager (*******) assured me it was done as I was charged over $1800 dollars on my bill of sale for an inspection. But not only was it not inspected because all this work was done in less than 45 days after having the suv they did something to by bumber after the alignment and it's lopsided. They didn't inform me that i would have to pay for any repair or ask permission to do the work without telling me i would have to pay anything when they completed the wheel alignment and filter is when i was informed i would have to pay for the repairs. I was upset and confused. The dealership manager (steffon)did nothing other than tell me about problems he was having versus giving me a solution on why a used car that was supposed to have an inspection prior to the sale as it is on my contract and have to come out of pocket an additional ****** on top of the $1800.00 that was added to my bill of sale on the vehicle. Everything about these transactions was wrong and they all lacked accountability for my concerns or complaints. I would like reimbursed because the vehicle was supposed to have an inspection prior to purchase and was included on the bill of sale. No one seems to care about you at the dealership after you sign the bill of sale.

  Business Response

  Date: 01/29/2024

  Our records indicate that this vehicle was in the shop on 12/7/23 at ****** miles for the repair of the brakes. This was approximately ***** miles after the vehicle went thru the reconditioning process before purchase. We did take care of the brake repairs at no charge to the customer because it was less than 1 month and 3,ooo miles since purchase. At that time, there were no other problems noted on that visit.

  The vehicle came back on 1/10/2024 with ****** miles on the odometer which is over ***** miles since purchase. At this time, we did the 1st oil change and checkup which was free to the customer along with the air filter replacement and alignment. The air filter and alignment are maintenance items and not an indicator of a defect and therefore not free services. All vehicles need periodic maintenance and we cannot reimburse for that.

• Initial Complaint

  Date:09/12/2023

  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 purchased a car on 6/30/2023. After I bought the car I noticed a noise coming from the front of the car. I informed the sales person ***** and he stated the service team would check the car and fix it. So I have the car two days then returned it to the dealer. They keep the car for a few days and stated it was fixed. After picking the car up it was still not fixed. I took it to my own service center and was informed of what was wrong with the car. Then I returned the car and informed the this company of what was wrong. They stated I needed only tires. This company then moved the tires from the front to the back and only replaced two tires. The noise went away. I took the car back for a ************ change and as I was leaving the noise returned. My assumption was instead of them replacing all four tires as a courtesy they put the bad tires on the back and replaced two tires. As a good business practice they should have replaced all four tires since it was initially brought up when I first bought the car. I feel like since Im a women they thought I would not notice they didnt do the right thing. It is so disappointing to know I spent so much money with their company and they didnt value me as a customer to do the right thing because it was the right thing to do.

  Business Response

  Date: 09/18/2023

  Spoke with ******************** this morning. We will replace the other two tires on her vehicle. She has an appointment Saturday, 9/23 to bring it in for the replacements.

• Initial Complaint

  Date:08/01/2022

  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.

  I placed a down payment ($3000) for a Chevrolet Bolt EUV that was on their lot, after I was told the part that it was waiting on could be in the next day in the next week, two weeks ago. Since that day they have not called me with an update as promised, have not returned my phone calls, and will not give me my money back.

  Business Response

  Date: 08/02/2022

  We had no idea that this situation had progressed to where it is today. The salesperson has been out for personal reasons and management was unaware. Our General Sales Manager spoke with the customer this morning and agreed to refund the customer's deposit as soon as possible.

  Customer Answer

  Date: 08/03/2022

  I did speak to the General Sales manager and he stated he would refund the money after I proved to him they deposited my check in their account (which I did).. If I do get the money back, then I will consider this matter resolved though I would not consider this a pleasant experience as I spoke to the same General Sales manager last week. During that conversation he said he would call me back after discussing my situation with someone else, and unfortunately he only called me after a BBB complaint was filed. Thank you BBB for helping resolve this matter and I will let you know if/when I get my money back.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17643441
  

   

  This complaint is not resolved. The business is still asking for proof I paid them, even though I sent them the attached proof with a picture of my cleared check.

  Can you please change this to an active unresolved complaint until they have refunded my money?

   

  I have also attached there email they sent today which shows they still have not refunded my money and are asking for proof, though I sent them proof 2 days ago.

   

  
  
  Thank you,
  ***************************

  Business Response

  Date: 08/08/2022

  The check has been mailed to the customer. He had asked the General Sales Manager to send a picture of the check but could not because it had already been mailed.

• Initial Complaint

  Date:05/13/2022

  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.

  I filed this complaint ab788956-d2c8-11ec-9c98-0e63a05a1194 but I got the location wrong. My 2015 ***** Sonic check engine light came on in January and this was the first time ever. Since I always take my car for oil changes at this shop and this is the dealership we purchased the car from when it was under different ownership, I decided to bring my car here for repair since I trusted them. Turns out I put my trust in the wrong place. They charged me $654.09 to fix my issue except as soon as I drove off the lot, my check engine light came back on. I called to complain and they had the car towed back to their shop. Few days later they call to say they just forgot to do something but its fixed now for no additional charge. I pick up my car and a few miles down the road my check engine light comes back on. I called again and they tell me to bring the car back in. I bring it in a few weeks later and I am told its a radiator issue so I pay $661.27 and drive my car a few miles when the light come back on. I am frustrated and upset by now so I call and they say bring it in again. So few weeks later I bring it back and its April now I need emissions test to renew my car tag and it won't pass with that light on. Also at this point my car has reached over ******* miles so there's a code 52 message which they tell me means its time to replace timing belt. I explained that I want to keep car on the road so please repair the issue for check engine light and replace timing belt. They replace the belt and claim to fix check engine light, I paid $910+ but my check engine light is still on! They say they don't know why and need to reach out to *************** A week later, they call to tell me I need a new engine which costs over $7,000! I feel like they are ripping me off because why did they never fix the original issue but charged me over $2,300 for other repairs and now they want me to give them thousands more when they never fixed the check engine light! I want my money back!

  Business Response

  Date: 05/21/2022

  The money spent on this vehicle was for multiple issues. A coolant leak was found and repaired. The vehicle produces a fault code when the timing belt needs replacement as a matter of routine maintenance which was repaired. Initially when the vehicle came in in Jan., it had 2 faults, one of which was repaired and hasn't reoccured. True, the vehicle needs a new engine for the fault that did reoccur and took a few calls to ************** tech support to determine that fault. We did ask ************** for assistance for this repair and an offer was made to help with the cost of the engine replacement. They also agreed to give the customer trade assistance to trade out of the vehicle. Both offers were declined. The charges that the customer paid to have the issue resolved totaled $306.46 which we will refund.