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:10/10/2024

  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.

  The problem starts with *** ****** ** ******* with the warranty *** ****** referred me to them will five star Chevrolet kept my truck for five days and when i got my truck back it's worsen now before i tuck my truck to them ( 2020 Chevrolet *********) they supposed to fix the rear main seal and told me it needed a tune up that cost me $1700 dollars out of my pocket my truck runs worse it did before i took it to them i have taken my truck back to five star Chevrolet at least two (2) times since the same result even left the truck overnight and *** ****** doesn't want to honor the contract warranty also!!! Please help or give advice thank you

  Business Response

  Date: 10/11/2024

  The customer brought the vehicle in for the following: Customer states vibration while driving, check engine light flashed then came on and stayed on for 2 days then went off, was also told the rear main seal is leaking. During diagnostic testing, technician found code p0300 multiple cylinder misfire. The technician found all spark plugs fouled/burnt and recommended replacing the spark plugs and wires. The technician also performed a multi-point inspection on the vehicle and found multiple oil leaks as well as other maintenance items that were recommended for service. Those items included rear main seal leak, oil pan leak, serpentine belts, fuel induction and throttle body service. All performed services were approved by the customer and payment was rendered by customer using our third party financing option (SUNBIT $2000.55) as well *** ****** $1857.57

  The rear main seal and oil pan leaks were covered under the customer's extended warranty ( *** ****** ). All other items were maintenance items and are not covered under any type of warranty. Upon completion of repairs vehicle was retested for the check engine light code of p0300. The code was cleared and did not return, which means the check engine light code had been resolved and corrected. The vehicle was also driven a over 5 miles on a final test drive after completion of all repairs, no concerns were notated on test drive. 

  The customer has been back to the store since last service, stating the engine is running rough. The technician performed a visual inspection of all previous repairs and validated all repairs were performed correctly. The technician was not able to duplicate the customer concern of running rough, however the customer stated that it was intermittent and it didn't occur at all times. Upon diagnostic test, technician found history code of P0300, but not an active code and check engine light was not on. The customer was advised the engine may have an internal concern that will require tear down to investigate. The customer's extended warranty ( *** ****** ) may cover further repairs, however they are requiring tear down to point of failure. The tear down cost would be the responsibility of the customer until diagnosis determined potential failure and *** ****** was contacted for approval. If potential repairs would be covered by *** ******, the tear down would then be covered by his warranty and waived of his expense. The tear down up front cost is a *** ****** policy not Five Star and the customer was present when the advisor was speaking with *** *******

  It is our recommendation that the customer brings the vehicle back to the dealership to drop it off for tear down to determine current issue. Again, the customer would be responsible until repairs are confirmed or denied by his extended warranty (*** ******). We will be unable to determine any further concerns without tear down. All previous repairs were performed and completed properly.

   

• Initial Complaint

  Date:08/11/2024

  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 truck from 6 star about 5 months ago. I test drove a 2016 red ********* **** and they sold me on it. We signed papers and the salesman told me to call my insurance company and get it added to are policy and it’s all mine. After I get off the phone with the insurance company it’s brought to my attention that they accidentally sold me the Wrong truck. I had actually bought a 2014 *** ****** that they didn’t even have on the lot. They show me the truck and tell me it was there mistake that we can redo the paperwork and switch my insurance over to the truck I was supposed to buy. I test drove the 2014 *** I actually bought and noticed it had a shutter and the salesman insured me the mechanic would check it out for me. He said to bring it back in a week and they would check it out, so I agreed to keep the truck. I took it back a week later and they kept it for a week and told me they could not recreate the problem and they needed there rental vehicle back. They sold me an extended warranty on the truck so left it at that. In order for the extended warranty to honor there part I had to spend another 600$ out of my pocket to service the truck. Keep in mind I have only owned this truck for 5 months. I have put 5000 miles on it. Last month I was driving the truck and it dropped a lifer. So the motor is junk now on a truck I owe 24,000$ on and have had for 5 months. They have had the truck a month and they won’t even turn the papers into the warranty company to start the process of getting my truck fixed. I have no way to go and the warranty offers a rental car. I can’t get a rental because the service department won’t turn there paper work in. They keep saying there waiting on the warranty company. I spoke with the warranty company and they said there waiting on the dealership and the dealership keeps saying there waiting on the warranty. Today is the 2nd 800$ truck payment I have made and don’t have a truck and not even a date when it will be fixed

  Business Response

  Date: 08/12/2024

  Took me a little time to find the correct info, the truck is in a different name. Spoke to the service mgr, and last week the truck was diagnosed and submitted to the warranty company for approval. The warranty company requested some additional info and pics, so we have submitted those as well. We are waiting for the warranty to give us the approval to move forward. The service advisor has been in contact with the customer to inform them of the progress. I will continue to monitor the progression through the service process.

• Initial Complaint

  Date:08/02/2024

  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.

  On July 5 I looked at at truck and purchased it. Signed everything electronically. You can only see your signature. So I was thinking this is an honest company. The part of the contract I'm talking about is the gap insurance. I needed it so I called the gap insurance they found my policy and stated I had it, but it was cancelled on 8/2023. They told me they don't see a cancellation form and that the only way you can cancel it. So they advised me to call the five star dealership and ask them too reinstate it. Called and three weeks later they are telling me that *** gap insurance won't reinstate. So I call *** back and they informed that they can't make the policy or reinstate policies. The dealership send it too them and that's how the get the policy numbers. So Five star had too send. Five star is operating in bad faith.

  Business Response

  Date: 08/09/2024

  The customer has a Gap form that was never signed by the dealer and was never paid for by the customer, therefore it was not activated. We have attempted to help with claim and do not have the ability to assist. Even if the policy were in effect it would have been null due to customer not meeting the obligations of the policy.

• Initial Complaint

  Date:11/08/2023

  Type:Billing 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 received a coupon for car service for 59.00. The offer included oil change, Tire rotation, Check Brakes, etc. My wife brought the vehicle up there as I am *****. They found a radiator leak and I declined repair as my son can repair that for me. I found that they charged me an additional 198.00 over the 59.00. They said it was authorized by my wife, but she does not recall them disclosing the extra cost. She does not speak very good english. They said it was for a diagnostic check. All I wanted was the service offered in the 59.00 coupon.

  Business Response

  Date: 11/09/2023

  Hello,
  
  The customer brought their vehicle to us on *****2023 at 12:55pm. The vehicle was written up for the following items by the Service Advisor: lube oil and filter, rotate tires and customer states vehicle has a strong coolant smell. The customer signed the repair order and initialed next to the line that quotes the diagnostic amount which would be for checking the coolant smell concern. The oil and filter changer, tire rotation were completed and a technician performed a diagnostic inspection of the vehicle for the coolant smell. The inspection of the coolant smell found the coolant reservoir leaking, engine cooler leaking and valve cover leaking. The customer declined all of the repairs found during the diagnostic inspection. The last visit on record for this vehicle was *****/2016 with 14,158 miles, vehicle currently has 87,481 miles. All documentation with signatures attached for reference.

  Despite all the facts and documentation provided, as a gesture of goodwill ,we will provide a one time reimbursement to the customer in the amount of $198.00 as requested.

   

• Initial Complaint

  Date:10/10/2022

  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.

  Took wife's car in to correct problem with throtlle position sensor on the **** of sept. Car was kept for 3 weeks. We continued checking on it every few days with info, but rarely they called back. Finally after three weeks we were told it was ready, after paying a 1400 bill. We did not make it 10 miles when same problem happened again. Also they replaced plugs we didn't tell them to. And now they want call us when I called three times asking for service manager??

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/11) */ The customer brought their vehicle in for a " CEL illuminated with reduced engine power and traction control system issue messages displayed" on September *** 2022 at 1:35pm. During the duration of the vehicle in the service department, we have several documented phone calls that took place with Mrs. ********. The first phone call occurred on ********* at 10:26am. The Service Advisor contact Mrs. ******* to advise her of the technicians findings. The first item addressed pertained to the gas pedal linkage and connector that need to be replaced, additionally the technician found a few other items; the computer software needed to be updated, perform a Fuel induction/ cleaning service and also replace spark plugs. All of those items combined would cost $2495 plus tax. Mrs. ******** inquired as to how long this would take and was advised it could take up to 3 days to get the sensor. Mrs. ******** responded with " ok sounds good" The next documented call took place on ********* at 4:18pm. Mrs; ******** was retuning a phone message from the Service Advisor. Mrs. ******** proceeded to advise the advisor that her husband had been attempting to locate the pedal and sensor without any luck ( previous conversation that we were unable to order the discontinued gas pedal/linkage). Mrs. ******** wanted to know if it was possible to just replace the sensor on the pedal and update the computer. The service advisor stated " As a policy of full transparency, if we try this and doesn't fix the car, she would still be responsible for the repair attempt" Mrs. ******** stated she understands and the Advisor stated he would attempt to source the sensor only. On ********* at 1:56pm, Mrs. ******** called to inquire about the status of her vehicle. The Service Advisor advised Mrs. ******** that we were having trouble locating a sensor, as well as the correct sensor because there are two possible options and no schematic to differentiate the correct one. Mrs. ******** asked if anything had been done to her car and was advised that we had not because were had not been able to locate the sensor. The Advisor stated he did not want to do the other work to the car if it wasn't going to help with the sensor repair. Mrs. ******** immediately stated that we aren't going to find the pedal because GM even told her that as well. She stated we are just going to have to forget the pedal and update the computer so she can get car " she knows how to drive the car without it" The Service Advisor apologized and stated that he would get with the technician and tell him to proceed with the other items that they had discussed without the sensor. Those items (computer reprogram, fuel induction service and spark plugs) were completed and the customer advised the car was ready. Consumer Response /* (3000, 7, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fuel system should have been left alone, it did not need cleaning as we ha a new throttle body put on and system cleaned several weeks earlier. The 1 st time we brought in to five star they found a broke wire, charged1800 for that. They now constantly email wife wanting her to trade?? And my wife insistes she did not tell them to change plugs. I have every intention of contacting gm over this matter. We trusted five star and now believe they took advantage over my wife not understanding what was going on with repair. Business Response /* (4000, 9, 2022/10/12) */ The recommendation of the Fuel System service and the spark plugs were approved via documented phone call on the initial call with the findings of the technician. The previous repair for $1800 was on ********* 138,248 miles and was for a issue with the anti-theft mode, no start concern; which are totally different than the concern that was most recently addressed. Five Star made every attempt to advise and be transparent throughout the process.

• Initial Complaint

  Date:09/22/2022

  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 had My truck towed to this dealer almost 3 weeks ago and they have not diagnosed the issue after telling me on day 3 they "thought it was one 3 things." I have Notified General Motors and they would not resolve the issue either. I am Without a vehicle for all this time. I asked for a loaner vehicle since my truck is STILL under warranty and they said they would not give me one. I want To be compensated for the time without a vehicle and I want My truck to be fixed with a new transmission. This is the 2nd time my truck has been in for transmission service in 3 months, and they have not fixed it. The 1st time i took my truck to the shop they told me they would "only change the trans fluid." This time they have had it for almost 3 weeks, with no result. I was told the 1st time I took my truck to the shop, they have a known issue with the 2018 GMC Sierra models. This being true, I believe They are intentionally not fixing my truck. Yet they have called me twice to offer to buy it, WHILE THEY HAVE IT AT THE SHOP. HOW CAN YOU OFFER TO BUY MY TRUCK BUT WILL NOT FIX IT? This is unacceptable.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/22) */ The first visit to our service department was on ******** with 48,924 for a vibration concern, no repairs. Second visit was ******* with 49,247 miles stating vehicle feels like it is riding over rumble strips. Per warranty policy and procedures, the first step to repair this concern is to make sure the transmission fluid is the most current fluid available. The fluid can sometimes correct the rumble vibration concern. A transmission fluid exchange was completed on vehicle and the vehicle was returned after completion of fluid exchange. The third visit to service was ********* 50,576 miles stating vehicle will not shift of of first and second gear. The current status of the vehicle is that the transmission wiring harness has a possible short causing potential communication issues. The harness has been ordered and expected to be worked on by ********** The harness is the first step in the diagnosis chart, next step is to replace the **** Upon completion of harness, the vehicle will be driven to verify repairs or any further concerns. The transmission can only be rebuilt or replaced if a specific concern is identified justifying said replacement/repair. Currently above repair is being covered by GM warranty and not at the expense of the customer. Loaner vehicles are not available to provide to customers. The customer has been contacted numerous times and spoken in person to numerous staff regarding his vehicle on multiple occasions. GM has also been in contact with our service department regrading the customers vehicle. We are attempting to expedite repairs to get vehicle returned to customer as soon as possible.

• Initial Complaint

  Date:07/18/2022

  Type:Billing 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 came in at 8am for an engine light and oil change. About an hour later I was told "Mr ***** you need a fuel pump control module. I said " okay". About 45 min later Ms Johnson gave me the prices of all the work associated with the job. I agreed. At 12:38pm I paid 1355.00 for the work and was on my way. I drive approximately 1.6 miles and the vehicle engine light cam on and the truck shut of in the middle of the highway. I called Five star and Ms. Johnson said"give me a minute and I'll call you back. Someone form the dealership showed up to my location and checked the code once again. He told me" well I told her that we should change the module before changing the fuel pump. This sounds like it's the fuel pump". He called Ms. Johnson back after a few minutes he handed me his phone and she told me"We tried the module first but I guess the new module now needs a fuel pump. Bring it back to the and I'll ask my manager to see if we can help with this cost". I asked" so will you be sending a tow truck. She said, " Mr ***** I don't know why we don't have a tow truck but we don't so you will need to call one. The technician before leaving me in the middle of the road said" is there anything else I can do for you?" I wish I could fix it". I told him I guess not. 35 minutes of being in the middle of the highway the towing service I called picked me and my vehicle up and brought me to the dealer. I arrived around 1:18. MsJohnson asked where is your vehicle and At about 2pm a technician came out to retrieve my vehicle. At 2:26pm Ms. Johnson gave me the price of of an additional 1038.00. She said " my manager drop the price to 838.00. I told her to do the work. About 4:20pm my truck was finished. The technician came out and spoke with me and said he hopes this will work. So ultimately I was charged for the items below that did fix the engine light diagnosis. In order to make this right I am requesting that you refund me these charges below. After 8 hours of service of my day w

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/07/21) */ Mr. ***** brought his vehicle into service on ********* AT 8:03AM. The customer repair order was written for a complimentary multi-point inspection, check engine light, oil and filter change. The diagnostic for the check engine light found code ***** and ***** due to intermittent short within the fuel pump flow module. It was recommended and approved by the customer to replace the fuel pump flow module to correct codes in system, as well as a fuel flow issue. The customer was advised that the fuel pump could also need replacing, however they had to start with the direct code of failure. The customer also had a Fuel system service (maintenance item) completed and a evaporator service (maintenance item) completed. The total amount of the invoice with all services was $1,355.54. Upon completion of repairs, the codes were no longer present, and all systems were operating. The customer picked up the vehicle and unfortunately the vehicle broke down again while driving. The customer stated it shut off and did not start back up. The vehicle was towed back to the shop for diagnosis. The technician found the fuel pump failed and needed to be replaced. The customer approved the repair and was given a discount in the total cost of the repair in leu of the money spent on the previous repair for the module. The total cost of the repair was $834.84. We feel that the repairs performed on the vehicle were specific to the failures the vehicle exhibited during diagnosis and performed as required by repair manual. To satisfy the customer's request, Five Star is willing to refund the customer for the initial repair of the fuel pump module which was a total of $590.66. As stated previously this is purely an attempt of customer satisfaction and not wrongdoing. Consumer Response /* (450, 12, 2022/08/04) */ Five star contacted me and we were able to come to an agreement.