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:03/26/2025

  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.

  Subject: Complaint Against John Thornton Chevrolet Withholding Payment After Vehicle Sale Dear Consumer Protection Division,I am writing to formally file a complaint against John Thornton Chevrolet (located at 1971 Thornton ****************************, Phone: **************) regarding their failure to provide payment after purchasing my vehicle.On March 3, 2025, I sold my 2023 *** X3 M40 to John Thornton Chevrolet for an agreed price of $42,000. At the time of sale, I turned over possession of the vehicle to the dealership, and we agreed that payment would be issued once my loan with *********** was paid off and the dealership received the ******** of March 10, 2025, *********** has confirmed that the loan has been fully paid off with the following details:Payment Amount: $25,992.85 Payment Date: 03/10/2025 Confirmation Code: ********* Since the payoff has been completed, the dealership now owes me the remaining balance of $16,007.15. However, despite my multiple attempts to follow up, they have continued to withhold my payment, citing delays in receiving the title from the lender.I am highly concerned that the dealership has both possession of my vehicle and my rightful payment, leaving me in an unfair financial position through no fault of my own. While I understand that title processing can take time, it is unreasonable for them to indefinitely delay my payment when I have upheld my end of the transaction.I kindly request the Consumer Protection Divisions assistance in resolving this matter. I would like the dealership to issue my payment immediately or provide a firm and legally acceptable timeline for its release. If necessary, I am willing to escalate this matter further.I have attached supporting documents, including the sales agreement, loan payoff confirmation, and my communications with the dealership regarding payment. Please let me know if you need any additional information.Thank you for your time and assistance.

  Business Response

  Date: 03/27/2025

  *** places a hold on all titles for 15 days following their receipt of payment. The *** was paid off on 03/10 and per policy the title should be released 03/25. We are currently waiting to receive the title so that the check can be cut for the equity that the customer had.  We will not release check until we have the Title in hand which is a common business practice.  A vehicle has no value until we have the title.  My apologies but this was communicated from the beginning so the issue is with *** Financial for Mr. ****** not **** Thornton.

  Customer Answer

  Date: 03/28/2025

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

  Thank you for the update. However, I would like to raise the following points:

  1. Lack of Effort to Expedite the Title:
  I have seen no indication that John Thornton Chevrolet has made any effort to actively follow up with ************* to expedite the title process. I would expect more initiative from the dealership given that my payment is being withheld.

  2. Vehicle Not Worthless Without Title:
  Contrary to the claim that the vehicle has no value, I have evidence that the dealership is actively using the car, which shows that it holds operational and commercial value even without the title. It is unreasonable that I am penalized while the dealership benefits from the vehicle.

  3. Dealer Payment Method Caused the Delay:
  I spoke directly with ************* and reviewed the payoff instructions. *** explicitly recommends using certified funds to ensure faster processing. Your use of a non-certified payment method (such as a personal check) is the reason *** placed a 15-day hold. Therefore, this delay is caused by the dealerships own choice of payment method, not *** or myself.
  
  Because of these points, I believe that withholding my paymentdespite having possession of the vehicle since March 3is unfair and possibly unethical. I request that you either release the payment immediately or provide a formal commitment with a guaranteed date for payment.
  
  
  Sincerely,
  ****** ******

  Business Response

  Date: 03/31/2025

  We will provide payment when we have the title.  There is no other resolution or guarantee.

  Customer Answer

  Date: 03/31/2025

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

  As of March 31st at 11:50 AM, I spoke directly with *************, who confirmed the following:
  An electronic title release has been issued and mailed to the dealership.
  To obtain the paper title, the dealership must request it from the *************************************
  The certified mail containing the electronic release should arrive at the dealership by the end of this week.
  
  
  Given this update, and the fact that the dealership has had possession of my vehicle since March 3rd, I am now expecting payment to be issued no later than two weeks from today.
  
  
  Im sharing this as part of the communication trail and to maintain transparency in case further follow-up is needed.
  
  
  Sincerely,
  ****** ******
  
  

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 September 21, I reached out to John Thornton Chevrolet regarding a 2016 ******* Tuscon they had for sale. After back and forth the next couple of days with their salesman **** ****, we agreed on a price of $11,860. I was to receive insurance funds from an accident. We agreed I would come in and put a $500 deposit down. I did, on Monday the 23rd and also asked they put on a new tire and install a new battery. I was told the total the salesman would charge on my card was $749, $500 deposit and $249 for the extras. The next day the salesman was out due to the death of a friend, but said the car would be ready for pickup Wednesday. I asked him to verify the price via text, and he tried to tell me the whole $749 was for the tire and battery and they forgot to charge the deposit.That wasn't true,. We finally negotiated an extra $51 on the price for the car, all included.We received the settlement and went to pick up the car the next day. The salesman already told us he'd handed us off to another salesman to finalize the payment.We picked up the vehicle and drove home during the hurricane.We received paperwork on an inspection the service department did and what works was done on the Monday we put the deposit down.Immediately, we noticed problems. The a/c didn't blow cool, there was a bad vibration when the speed went over 35 and the rear passenger door doesn't open.Since pickup, we've spent $896 replacing the compressor on the a/c, $628 for four new tires (the dealership's service department put on three, plus i bought one and three of the four were defective), $543 replacing bad ball joints, and $1,850 replacing CV axels and engine mounts.The back door still won't open.Nothing was disclosed by the dealership, and the paperwork they gave me shows they refused to replace the tie rods.I've reached out to the salesman and his managers via email a week ago, but not heard anything.

  Business Response

  Date: 10/22/2024

  JOHN THORNTON CHEVROLET SOLD THE VEHICLE AS IS AS AGREED AND SIGNED OFF BY THE CUSTOMER AND FULFILLED ALL THE PROMISES MADE TO THE CUSTOMER AS ATTACHED.  AS FAR AS THE REST HE IS WRITING ABOUT, WE ALLOW 3RD PARTY INSPECTIONS TO ANYONE THIS WAS NEVER REQUESTED.  **** ALSO TEST DROVE THE VEHICLE EXTENSIVELY BEFORE AGREEING TO PURCHASE AND NEVER BROUGHT ANY OF THE CONCERNS HE LISTED UP TO US TO RESOLVE BEFORE FINALIZING THE TRANSACTION ON THE VEHICLE.  WE ALSO RAN THE DEPOSIT $500 WITH THE $249 PARTS BILL AS ONE TRANSACTION EQUALLING THE AMOUNT OF THE RECEIPT ATTACHED AND STATED BY **** IN THE REVIEW ($749).  i AM NOT SURE WHAT THE COMPLAINT REALLY IS BUT **** ******* WILL ALWAYS DO WHAT IS RIGHT AND ESPECIALLY WHAT IS PROMISED.

  Customer Answer

  Date: 10/23/2024

  The response from the dealership was false 

   

  I never test drove the vehicle. That was a lie.

   

  Additionally, per the text messages attached, there was a dispute over the cost of the tire and battery with the salesman, **** ****. He also said, in the text, that the deposit wasn't charged, that the entire cost of the battery and tire was $749, and attached an invoice from their service department. It was $249, plus $500 of our deposit on the vehicle.

   

  We accept that the vehicle was sold without warranty. However, it's against state law to knowingly withhold information regarding known defects. The service department knew there was a vibration and chose not to fix what they diagnosed as the cause. Also, the a)c didn't work and the back door doesn't open. Both things were known as they did an inspection prior to the sale.

• Initial Complaint

  Date:08/15/2024

  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.

  I purchased a pre-owned vehicle from **** Thornton Cheverolet on January 29, 2024. Along with the vehicle, I purchased the *** warranty, which was explained to me to be a bumper-to-bumper warranty on the vehicle. Almost immediately after taking possession of the vehicle I noticed a rattling sound coming from the driver window, as well as some other issues. My local dealership would not honor the *** regarding any of the issues. **** Thornton worked with me twice to provide repairs to the vehicle. They fixed other issues, but after 2 attempts to correct the door/window rattle, the problem was never resolved. During that period, that I was in frequent contact with the dealership regarding the issues with the vehicle, and the service team became completely unresponsive. The reception staff began sending me directly to the voice mail of their choosing, typically someone in the pre owned sales / service area. The transfers frequently happened without even greeting me, indicating that they knew who I was and had been instructed to send me directly to voice mail. I stopped receiving any response from the dealership at all. At this point, while I had been persistent, I had never been rude, demanding, or disrespectful in any way. I emailed the dealership on August 6, copying several people I had dealt with and a couple more I found on their website, to inform them that the door/window area is still rattling and I would like to take the vehicle to my local body shop, with the understanding that **** Thornton would reimburse me for the expense. Since they had been unable to repair the vehicle, I felt like that was a fair solution. On August 7, one of the people who received the email replied to all (including me) and asked if anyone had responded to me yet. I responded to him that no one had. I still have not received any other response.

  Business Response

  Date: 08/19/2024

  We have been in contact with our customer along the way and are working towards a resolution that will satisfy our valued customer.  Whether we trade her out of it or have it repaired at her chosen repair shop we will come to resolution asap.

  Customer Answer

  Date: 08/21/2024

  The dealership reached out to me the day I submitted my complaint. I have not heard back from them since. I dont have much faith that I will hear back from them at this point. 
  When I did speak to them I told them I would consider trading out; however, after further consideration I dont think thats in my best interest. I have already paid ad valorem taxes on my existing vehicle and I would basically lose that money if I traded out. 
  At this point I am pursuing having the vehicle repaired at the shop of my choosing. I would love for the dealership to reimburse me but I do not have much faith that they will. 

  Business Response

  Date: 08/26/2024

  My Apologies!  We were under the understanding that we were looking for a replacement vehicle and were on a good path to help you.  If you wish to have vehicle repaired elsewhere that is fine.  We will reach out today and rectify this situation as we are actually on your side and willing to help and communication sometimes works in the wrong way but **** Thornton hasn't been in business since 1957 because we don't care and don't take care of our guests.  We will rectify this today and again our apologies.

• Initial Complaint

  Date:04/06/2024

  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 April 4 2024, I had appointment to get my oil change it took they two hours to change the oil , once they were finished, as I perceived home my oil light came on and said engine oil low add oil, I pull over at the a store and oil was everywhere under my vehicle , I have call them, left messages and nobody has returned my call, I paid them for a service that I was expecting and I feel they took my money and did not do what they said they was supposed to do , I want my money back.

  Business Response

  Date: 04/15/2024

  We apologize for the inconvenience of this unfortunate situation.  We were notified by the customer that he had an oil leak right after his service and we reacted immediately by sending our tow service and brought vehicle back to find a faulty oil filter o-ring that caused the leak.  We then cleaned the undercarriage, re-installed oil and new filter and promptly returned the vehicle to the customer.  Again we apologize for this unfortunate situation and are glad to re-imburse you the cost of the oil change.  We try our very best to avoid these situations but with so many moving parts and people we will keep striving for excellence.

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  ***************************** ********************************************************** ************ ************************** ********************************* against John Thornton Chevrolet Inc.I am writing to file a formal complaint against **** Thornton ********** regarding unresolved repair issues. Below are the details of my complaint:In August 2022, I had my car towed to John Thornton Chevrolet because the car was overheating. *** service department stated that I needed a new radiator and water pump. I immediately had it replaced. In October 2023, the car was overheating again and the check engine light appeared. My car was towed to the dealership. Upon delivery, I was given a quote by ******************* at the beginning of October 2023. I explained to **** that I would discuss this with my daughter and grandson. He talked to my grandson *********************** and gave him a lower quote than he initially gave me. This seemed odd, to say the least. It appeared that he was trying to take advantage of me because I was an elderly woman. After discussing everything with my family, I paid the service bill. ***y initially stated that I needed to have my thermostat, hoses, exhaust pipe, oil leaking engine repairs, shifter ****, and a valve cover that needed to be replaced. On October 14, 2023, all of these things were repaired except for the shifter k*** I drove the car less than 10 miles. *** car was overheating and smoking. I made it to my daughters home. I had to have my car towed to the dealership again on October 16, 2023. I was beyond frustrated because the car was overheating after it was allegedly repaired. I called ******************* and he stated that I needed to pay more for additional service. It was paid. I drove the car less than 10 miles again. *** car was overheating. *** car was returned to the dealership for the third time on October 17, 2023. I had my grandson give ******************* a call. ****** talked with ******************* because this issue was becoming a safety concern. ****** could not get ******* assistance to address the issue and requested a service manager. My Grandson had to fly from ************** to address the issue face to face because the issue had not been resolved and no one contacted him. ****** did not hear from the service manager *********************** until October 24, 2023. This is unacceptable. **** explained that he would have the issue resolved. As a result, I paid more moneythis time I paid for a coil pack, purge valve, and valve cover. **** assured me that everything was going to be fixed. However, the car had to be towed to the dealership around January 15, 2024, for overheating again. *** dealership service department stated that I needed a new engine because the timing components in the engine were misfiring. I had my grandson call **** immediately. ****** spoke with *************** on January 25, 2024. **** stated that he was unaware that the car was towed to them for service. He stated that he would have an engine technician to take a look at it, but it would be about a week because the tech was out for the week. He also mentioned that if it were the engine, that I should buy a new car. I find this to be an egregious business practices. I am 85 years old and these people are ripping me off. ***y are not concerned with fixing the car. ***y only want me to purchase another vehicle. Ultimately, I want them to replace the engine with a brand-new engine. I have had the car since 2014 and it has *******. I have included every service repair from **** Thornton

  Business Response

  Date: 02/26/2024

  We at **** Thornton will always do what is right, we took this vehicle into service and it was a 2014 Chevrolet Sonic with ******* miles.  We have tried to guide this guest but she thinks we are out to cheat her out of something.  We have covered the expense of several tow bills and goodwilled several repairs as well which we can provide proof.  She has had paid repairs done only to have the vehicle breakdown again due to age, miles and condition of vehicle.  We have suggested replacing vehicle as it is not worth the expense of the repairs and on both accounts of suggestions we are told we are trying to cheat her out of something which is not the case.  **** Thornton has been here since 1957 and you don't last that long if you do that to customers.  We actually have a policy to not work on vehicles of this age and/or miles due to the fact that in many cases as you fix something, something else will breakdown soon and that is the case here all because we actually tried to help her not cheat her out of anything.  In the end this is a ******* mile ***** Sonic that needs major repair and that is not the responsibility of a dealer but of the owner to repair and maintain their vehicle.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21312557
  
  I am rejecting this response because:

  The age of the car no bearing on the lack of service that has been done. If you honestly think that the response is any way acceptable, you are mistaken. A car that is 10 years old and averaging less than ****** a year is hardly a concern. Let's look at the issue. I have had  to bring in the car 5 times within 5 months because the initial issue has not been addressed. If a car overheats or is having issues because there is an oil leak, then it will affect the engine internally. The truth of the matter is that I have to come out of pocket to fix an issue each time. The car has been to shop several times only to driven a few miles and returned the same day. Does this make sense to you.   Now either these people are trying to advantage of me because I'm a senior citizen or they have no idea of what they are doing. To request that I buy a new car is an absurd request.  If you mean to tell me, that your cars are not worth *******. Then ***** should stop selling cars altogether. I have had a Buick, a ******* and ******* All of them were working fine until ******* miles or better. You are not fixing the issue. You are trying to push me into buying a new car. At the heart of the matter, this is a decietful business practice

   

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

  Business Response

  Date: 03/06/2024

  We have in no way encouraged customer to purchase a new vehicle.  We have advised the customer the repair is more than the value of the vehicle and are not willing to continue to work on the vehicle as the repairs done will only cause further repairs that the customer will not want to pay for.  **** Thornton has goodwilled all they will on this vehicle and apologize for the response i am sure they do not want to hear but we feel it is time to stop spending money on this vehicle and anything we have done we are told we are crooked when all we are doing is trying to help and inform.  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21312557
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  This is an untrue statement. On January 25, 2024 at 9:22am. With a call that 7 Minutes and 22. **** spoke my grandson and made this suggestion. Since all call are recorded in the dealership. I would like to have the all of the calls transcripts pulled immediately. My grandson stated that to suggest that I get a new car was not something that appropriate when spoke to ****. 

• Initial Complaint

  Date:01/30/2024

  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.

  My wife and I purchased a pre-own 2020 ********** and received two fob keys with it. The car was purchased on 27 Jan 24. I notified the dealership salesman on 28 Jan 24 ( email) that one of the fobs was not working, even though I changed the battery. He contacted me by email and said he will check with his manager. I sent a follow up email on the 29th asking for a resolution. I received a call on 30 Jan where the salesman stated that basically I will have to pay for the fob to be reprogrammed at the dealership cost, $275. Not a lot of money but it is the principle that the car was purchased less than 72 hours when it was discovered the fob did not work. Also, curiosity got the best of me so I visited two Chevrolet dealerships to ask the cost of reprogramming a fob and both stated their prices : approximately $152.84 for a new fob and $150.00, totaling $304.84 to have it programmed. So, at $275.00 saving me a whopping $29.84. It would appear I would be buying a new fob anyhow and will have to pay to get it programmed. To ************ Thornton and your deal ship staff if this is the way your staff do business, it is very sad to your customers.

  Business Response

  Date: 01/31/2024

  We apologize for the inconvenience as i just looked into this and our management team did not know about this.  The response that you received is due to inexperience of the salesperson but our policy is no questions asked, if we provide two sets of keys then they both will work.  Our Used Vehicle Manager is reaching out to you to handle it and again my apologies for the breakdown in our process.  Thank you for your business and letting us know.

   

• Initial Complaint

  Date:10/18/2023

  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 Purchase a Vehicle, Frm Thornton Chevrolet went and tried to get a upgrade, and they say the car been in the severe accident and they Dn t want to to help in anyway they couldnt tell me why they sold me the car dat has been in a accident

  Business Response

  Date: 10/20/2023

  Attached you will the vehicle has been in an accident during his ownership and he purchase this vehicle back on December 19th, 2020.  He is want free repair after PUTTING ****** MILES ON THE CAR.  We apologize he feels we are not fair but this is just not our responsibility.  

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had purchased a car back in December I have been patiently waiting to get a response from my sales person who lost my second car key to get it replaced, I had texted him and tried to get information from him all this time, Today I contacted ******* my sales representative and finally got his managers information *******************************, I communicated my concerns to ***** and he was not helpful at all and right after I posted a review on their website he asked me to come in and pick up my car key by Friday at 10am not too long after I replied to the text I got a personal call from ****** personal phone number ***************** threaten me and screaming at me because of the review I posted, please keep in mind I am financing a car from a Chevrolet dealership not a pair of socks from ******** I have been very patient and its very disrespectful and unfortunate for companies to have these kind of employees being rude or threatening people over the phone for a review I have a video of the conversation with ************ will send it if needed.

• Initial Complaint

  Date:03/08/2023

  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.

  Dealership sold me a used car as-is on December 3, 2022. However, the dealer did not post a Buyers Guide on the vehicle anywhere. Turned out the car has an undisclosed defect. Dealer refused to repair the defect due to their claim that the sale was as-is. Dealership also did not include the Buyers Guide in the documents the dealer texted me as a zip file, on the day of sale. This is a dishonest dealer. Dealer should refund me the price I paid to repair the defect.

  Business Response

  Date: 03/14/2023

  At John Thornton Chevrolet we pride ourselves in full transparency from fees on our website to retaining all copies of forms a customer signs for their protection.  This was always a AS IS sale and we had the guest sign the proper documents stating and he was well aware.  When he contacted us we provided a copy from the file with the original signature that he signed and re-stated it was an as is purchase.  There was complete transparency on the whole transaction.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19559530
  
  I am rejecting this response because:

  According to a federal law, an As-Is document titled Buyers Guide was required to be prominently displayed on the vehicle to be sold as-is. John Thornton Chevrolet never displayed that document on the vehicle that they sold to me as-is. In addition, a signed Buyers Guide was not included in the signed documents that the salesman texted me as a zip file. The dealership was dishonest in selling an as-is vehicle to me. They never made me aware that the sale was an as-is sale. They tried their best to hide this as an as-is sale.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/16/2023

  We apologize you feel that way but we have been selling New and Used vehicles since **** and we have a process that has our buyers guides prominently displayed beside a complete description of the vehicle.  at the end of the day you signed the used vehicle buyers guide that states as-is and we are as transparent as they come.  Our largest asset is our reputation in our community and continue to focus on that.  I have to ask, is there an issue with your vehicle that we are unaware of that we may be able to help?  All i have seen is a complaint but is there an issue?

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19559530
  

  I am rejecting this response because:

  The issue was that after I drove home the vehicle that I purchased from the salesman, ******** East, I noticed a damage to the front bumper near the bottom. This damage was almost visible from one of the stock sales photos provided by your dealership. I requested ******** to cover the cost to repair this damage, but he refused. By the way, he also stopped answering my subsequent phone call to him regarding my expired temporary license plate. I think that was very rude of him to not pick up my call again.
  

  I paid a body shop to repair that bumper damage. My bill of that repair was $506. I believe John Thornton Chevrolet should reimburse me for this repair cost. I repeat: A Buyers Guide was never posted on the vehicle when I arrived at the dealership to inspect the vehicle. I signed many documents at the dealership during the sale, and I don't know how a signed Buyers Guide became part of the sales transaction. That signed Buyers Guide was prominently missing from the zipped documents that ******** East texted me. It was an underhanded as-is sale that I don't appreciate at all.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  I will be open to mediation once I hear back from the merchant, John Thornton Chevrolet, regarding their position on whether they are willing to reimburse me for the price I paid to repair an existing damage. My cost was $506. So please pass on my reimbursement request to the merchant.
  

  Regards,

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

  Business Response

  Date: 03/30/2023

  We have agreed out of goodwill to our valued customer to reimburse for his repair though we agreed it was an as is purchase.  Thank you.

• Initial Complaint

  Date:02/10/2023

  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 vehicle from John Thornton Chevrolet that came from ********** ********* location where they dont require emissions. I was sold a vehicle with no emissions. Secondly Ive only had the car two days in my possession neither day did I keep the car over night. I took the car backs to Thornton rd both times because the transmission problem wasnt fixed. I proceeded to allow them to try and work on the vehicle three times already and the third time I got it the trans. Went completely out after theyve stated they have replaced the trans. With a brand new one, which is a lie! The paperwork even tells that it was a remanufactured transmission. The truck keys also have gotten stuck in the vehicle and wouldnt pull up my driveway which caused me to have to leave the vehicle on the street with the key in the ignition! I did purchase a warranty but at this time, this vehicle is a safety hazard and I refuse to pay the car note because I havent theyve had it more than me! Even if I was to give them time to fix it more the wait is over 8 weeks and thats beneficial to me! Theyve had the vehicle in their possession more than me!

  Business Response

  Date: 02/13/2023

  John Thornton Chevrolet has worked with ************ every step of the way including even trying to trade him into 3 other vehicles and are unable to satisfy him so we are cancelling the sale which is what his desire is.  **** Thornton will always side with the guest and help work through any situation until a remedy is found.  Thank you.