ComplaintsforMalcolm Cunningham Chevrolet

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business sold us a lemon! However, we did purchase a powertrain warranty. Since April, we’ve taken our commercial vehicle to them several times telling them something is wrong and they could never find a problem. Well now the transmission has went out. You would think hey no problem with the powertrain warranty….WRONG! The company who provides warranty just informed us they should’ve us this warranty because it’s not for commercial vehicles. So since April this vehicle has been down for weeks at a time stopping us from making income.

  Business response

  11/22/2023

  We've contacted the extended warranty company and rectified the issue with it being a commercial vehicle. Extended warranty company has approved the repair and we've ordered the needed parts and will proceed with the repair.

  Customer response

  11/30/2023

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2014 Chevy Tahoethat had a recall for the air bag took truck up there to dealership awhile ago now air bag light coming right back on. I call Malcolm Cunningham spoke with a woman she stated she was going to have someone to contact me which they never done This a real “Saftey Issue “ for me & my family. Malcolm Cunningham on Gordon Hwy To my knowledge it was a recall on about 2021 for 2014 Chevy Tahoe which I have and the issue still accurring. If airbag explodes that’s medal coming out the airbag blinding whoever driving vehicle which is a Safety Issue. I call numerous times about this issue

  Business response

  06/26/2023

  Good afternoon, we did your recall a year and a half ago (**********).  It maybe a different problem with your air bag system therefore you need to bring it in for service. See **** ***** Service Manager who left a message today. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  While I was on military orders, my wife went into the Malcolm Cunningham Chevrolet dealership in ******** **** to start the building process of a 2023 Chevy Suburban LT. She paid the $2,000 they required as a deposit to start the building process. They gave us an expected timeframe of approximately 6 mos to complete the job. My wife received a call from the sales rep, ******, in ****** **** stating that “he had some good news and bad news. The good news was that the Suburban build was complete. The bad news was that there was a delay with the transportation for getting it shipped to the dealership.” Afterwards, my wife followed up with ****** at least once per month for any updates. There were no updates every time she called. Today, *******, she received a call from ****** stating that the ** Representative came in today and said that they never started the building process due to not having the type of wheels we ordered (22” multi-spoke gloss black). Not to mention, normally dealerships would not be able to select an item for a build if it wasn’t available. The options they gave from that point was 1. Receive the initial deposit and cancel the order or 2. Proceed with the order with some different wheels, which would take 6-8 weeks to complete. They advised me to reach out to ** Customer Service to escalate due to receiving the info/updates from their ** Rep. They also said they were not sure if they could give us the contact number of the ** Rep. I called ** and the only thing they are able to see is that the order is accepted but not completed. The ** CS rep advised me to escalate it with Malcolm Cunningham. No one is taking accountability. The two options we received are unacceptable due to misinformation stating that the car was already built and for the time wasted from receiving false information. Had we known the accurate information early in the process, we would have chosen a better alternative and saved a significant amount of time.

  Business response

  06/23/2023

  We are sorry that you feel this way.  This is ******* ****** constraints which they control according to the products the have in their system. The wheels you chose where put on their constraints list and then we contacted you all to let you know about the constraints after our ** Rep. told us. These are the choices they gave us also.  This happens sometimes when a product is held up from ******* ****** that are coming from a different manufacturer. You called ** and they said the order was in and they see a constraint also.  We apologize again for the delay in shipment, but it is in the hands of ******* ******.  If you would like to keep your order please let us know, if not we will return your deposit. 

  Warmest regards

  Customer response

  06/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Does ** also have a constrain that requires your Malcolm Cunningham Sales Rep by the name of ****** to call us in ***** and falsely inform us that the vehicle was already built and was just waiting transportation? Or are we not going to address that part? Also, when was it that you all discovered this constraint? Because we were told it was built in ***** but the delay was due to transportation. So how does it go from being built and waiting for transportation to having a constrain on the wheels? Not to mention 3 months had elapsed since then. Don’t forget to address the fact that my wife called periodically for an update once a month at a minimal. Or do you all want to say this is a ** constraint as well?
  
  Sincerely,
  
  ****** *****

  Business response

  06/27/2023

  ****** made a mistake if he told you this unit was built, he could have easily looked at the wrong line on the report?  I am not sure what you are asking to get other than a car ordered? This can be solved if you stick with your order or change it to the wheels without the constraints. Once again we apologize for the inconvenience.

  Thank you for the opportunity to earn your business 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On *******2 I brought my vehicle in for service performance inspection, tire rotation, and paid and received documentation that it was completed. The following Tuesday after the weekend, my car refuses to heat up, it's running completely c on the temperature gauge. I'm forced to pull on the side of the road in a flash flood late at night. I incur costs for Uber, coolant, and towing. I bring it straight back to Malcom Cunningham. The next morning they call me with a tremendously high quote because now my thermostat housing is destroyed. They even recommend a coolant flush for my "dirty coolant." I call around to discover that it is absurd that a service technician wouldn't have discovered any signs of this, and I even paid for and was signed off on my coolant and it's levels, when it turns out he clearly didn't even glance at it. For once I pushed back. I wanted accountability for their lack of competence in this manner and the service manager tried to gas light me and take advantage of my lack of knowledge. He kept claiming a service technician wouldn't know this specific issue, when I have been told that 100% without a doubt during the service and inspection that I paid for, this very important fluid was ignored completely although they provided me documentation that it was fine. This is service fraud 100% and then the audacity of attempting to make a great profit out of me with no admitted fault no acknowledgment of what problems their failure caused me. I'm easy going. I didn't fight when I bought the car six months ago, and I've taken it to them twice for service no question. But they are absolutely trying to take advantage of them, and the people more expert in these matters around me now are weary and don't trust them. I don't trust their integrity or their skill, and I would've kept taking it to them until I bought my next car (from them.) but this single incident has taught me a lesson.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/06/10) */ Who did yo speak with that refused to help you out? Who was your Advisor? Did you contact your sales person they would have helped also? We will look into this issue?

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a car in March and have had problems with them car and the business about they never checked and cleared my car from issues and had to repair brakes now catilitic converter needs replaced and warranty it up they won't take responsibility for not checking my car out before selling it to me or these issues would have been taken care of

  Business response

  07/28/2022

  Business Response /* (1000, 5, 2021/12/29) */ We did not see your name in our system? Can you see Mr. D***** at Malcolm Cunningham Chevrolet or call XXXXXXXXXX or email *******@************************* and let him know about he car, make, model,miles and vin number. Consumer Response /* (3000, 11, 2022/01/10) */ No I'm not happy with your services or with the car I got from your used lot when I bought my car I was at the lot for more than 8 hours with the whole service and the car I bought was just traded in was still filthy inside hade to wait to be cleaned also found tthat there was never a check on the car before being sold the car was there to get a recalled part put on and the woman traded it in I got the recalled part put on and when I went to get my oil changed I was told I needed brakes that they was like paper the should have been ok for at least a year I complained to service and they told me that the manager of the used lot wouldn't replace them for me they wanted 900 dollars. When the finished with my oil change my engine light was on and it wasn't when I came in the man took it back and turned the light off and said the filter cover wasn't on tight. I got my brakes done elsewhere and found my engine light on again the other company put on a machine and it said my o2 sensor was the problem. Which I just had replaced by Malcolm as the recalled part the wire was hanging on my axle now this time coming to Malcolm for engine light was told it was my sensor and catilistic converter I told the service man I just had the sensor put on my Malcolm and he said there are two and he will have to check he didn't see that in my records. After checking he said they would order the sensor and I can come back but my engine light would still be on because I need the converter too. I think your company is ripping me and others off and me being a woman. Will try and take advantage of me I'm on disability. I have spent hours at the service department at Malcolm not just 2 hours I mean probably 10 hours in total all times I had to come there. I feel that if they did a proper check before selling this car I wouldn't have to to come as often the sensor was there but didn't put it on I am not happy with Malcolm Cunningham and have filed a complaint with BBB Business Response /* (4000, 13, 2022/01/10) */ We did not see your name in our system? Can you contact Mr D***** (**********************************, XXX-XXX-XXXX, or come by. Thank you Consumer Response /* (3000, 15, 2022/01/13) */ I contacted the company and left a message for the man 2 days ago with no call back this is the kind of stuff that is going on with this business poor customer service Business Response /* (4000, 17, 2022/01/17) */ You can come in anytime between 9-7. See Jamie D***** any day but wednesday, See Will J****** on Wednesday. Thank you Consumer Response /* (450, 20, 2022/01/24) */ Finally got a person to talk with me and resolve the issue thank you

*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. ↩