ComplaintsforCutter Chevrolet

• Initial Complaint

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On or around December 17th, 2023 *************************** a salesman for Cutter Chevrolet refused to sell and concealed the advertised sell price of an automobile, by making misleading statements and calculations, during the sale, last four digits of vin#: ****, 2023 Chevrolet Silverado. The consumer expressed concern to *******, that he was not using the advertised sale price, in his over the pone breakdown/quote. ******* then texted the consumer an image of the breakdown/quote. ******* reassured the consumer that the price was correct and even though it didnt look the way that the consumer wanted, that they had actual given the consumer more rebates, than were advertised on the dealers website. After the purchase and more inspection of the purchase agreement, the consumer realized that the statement was a misrepresentation and he had been the victim of fraud. The consumer was defrauded due to the salesman refusing to use the advertised sale price, when completing the purchase agreement and sale of the automobile. During the same phone call, as ******* explained his quoted purchase price numbers breakdown, to the consumer, ******* explained that the add-ons, Resistall Fee of $2295.00 & a VTR Fee of $195 could not be removed because it was already installed on the truck. This seems to have been another misrepresentation. Even if that statement were true, the fees should have been included in the dealers advertised sale price (Cutter Price) and cost breakdown on its website. The salesman was also dishonest about a fuel reimbursement, washing & cleaning the auto before its delivery, to the consumer and fine scratches all over the autos paint, when questioned by the consumer, before the purchase. The fine paint scratches seem to have been caused by incompetent auto wash detailers, over time and gives the brand-new auto a used appearance. The consumer also realized a paint circle repair spot on driver rear and other smaller paint damage spots after pickup. The auto was also extremely low on oil.Prior to this notice, the consumers issues raised within this notice were communicated to the salesman *************************** and his manager ************************* on 1-12-2024 in a very confrontational phone call.

  Business response

  01/25/2024

  Customer, *************************, did an online inquiry for a Silverado on 12.16.2023. He informed us of being located in the Big Island and that he would like to factor in the cost. Once given the shipping cost, he went shopping online and found the truck he wanted. He stated: "Hi, I would like to make an offer on this truck, if your "cutter price" is negotiable. Also, I have to ship it to the big island. Thanks ******" He had made an offer of $55,650; however, the offer was not taken and the end result of the agreement was set at $57,500. Once the vehicle was chosen and the deal was finalized. The document was signed by the customer and my finance department in agreement to both parties agreeing on the price. The sales agreement is to protect both parties from re-negotiating. The contracts are binding once signed by all parties. 
  
  
  While the vehicle is no longer available on our website, it is documented on the breakdown that shows the **** doc fee, Resistall, reg fees, & taxes.. attached.

  The vehicle was later scheduled to be shipped out with young brothers. Upon receiving the vehicle, the customer informed us of issues on the vehicle. 
  
  
  The gas was not filled when he received the vehicle.
  Vehicle received dirty from the shipyard (inside & out) & damages on the vehicle.
  
  
  Upon receiving his vehicle and stated issues, the customer decided to contact the sales person, ***************************, on his cell phone to "give him a piece of his mind" 2 weeks after the vehicle was already received by the customer. 
  
  
  The customer felt *********** the offering price he stated prior to the agreement and demanded we give him back $1,637.98 (consumer loss?) + $105.20 (gas) + for us to agree to repair the scratches on his vehicle. This is when the conversation with *************************, Finance manager, came into play where he stated the damages on the vehicle and the price of the vehicle should be brought back to what he wanted in the first place. After repeatedly telling the customer that the price is already signed and done, we both agree'd to the price that was given (sales contract) and that the rebates given to him at the time (December 2023) are no longer valid for the month of January ****. We also informed him of the damages needing to be inspected at the time of him picking up his vehicle at the dock of young brothers. We did our inspection prior to it leaving the ******** Port and this vehicle was spotless. We can of course reimburse him for the gas. We are not allowed to ship a vehicle with more than a quarter tank of gas. This is not a dealership policy but a shipping policy that we must abide by or we will not be able to get the vehicle on the boat to him. 
  
  
  We have done our part to be sure the customer had the vehicle he wanted and that we got it to him as soon as possible. However, we cut our contact with him after he threatened our finance manager, *******, with his lawyers and we will now only be in contact with them if contacted. 
  
  

  Customer response

  01/25/2024

   
  Complaint: 21194660
  
  I am rejecting this response because:

  
  Correct, the inquiry proves that the consumer was attempting to purchase the vehicle for the advertised sale price or Cutter Price which did not include tax, tag, title and licensing fees, or negotiate a lower price, with dealer.

  The offer that the consumer made was lower than the advertised price. I dont know of anyone that negotiates an auto purchase in order to pay more than the price that the auto is being offered for sale. The offer given by the consumer was communicated as an out the door price. Which all dealers know that means the amount the consumer will pay after all tax, title, tag and licensing fees have been included, the final price. 
  The fact remains that the dealership advertised the auto at a sales price of $53,485 not including ****** rebate, taxes, tag, title and (legitimate) dealer fees. The dealer then decided not to use that price and mandate the consumer to purchase add-ons to raise the purchase price even higher.
  As for the attachment image, that image looks like a finance purchase page on the cutterchevy.com website, which was not a part of the advertisement. Also, the consumer did not require financing from Cutter Chevrolet and would not have had to Create a deal as the image suggests. It also looks like some sort of optional calculator, not an advertisement. The consumer has several images of the true advertisement and has attached one of them.
  Upon receiving his vehicle and stated issues, the customer decided to contact the sales person, ***************************, on his cell phone to "give him a piece of his mind" 2 weeks after the vehicle was already received by the customer. 
  That statement is false. ******* had previously corresponded with the consumer from that number, before, during and after the auto purchase. The consumer verbally informed ****** Brothers and received a form to complete. Consumer informed ******* of the scratches all over the truck, within an hour of picking it up and text the gas receipt on December 5, 2023. The consumer noticed a slightly different variation of paint color spot on the driver rear of the auto on December 12, 2023 and contact ******* again, by text, after also realizing that a week had passed and he had still not received the $105.20 gas reimbursement. 
  ******* then called the consumer; the consumer missed ******** call and returned the call. This is when the conversation took place on December 12, 2023. The consumer never called to give anyone a piece on his mind. 
  Also, the auto was received on the 5th, my last conversation last phone conversation with ******* and ******* was on the 12th. That is clearly not a 2-week duration. 
  On the December 12, 2023 phone call, the consumer was not repeatedly told that the price was final and could not be changed. The consumer also never threatened anyone or mention suing or an attorney. The consumer never asked ****** or ******* for rebates or a price change after the auto was purchased and received. What the consumer did was make them aware of their wrongdoing, dishonesty, manipulation and fraud, neither of them denied any of the allegations that day, December 12, 2023, over the phone and said very little, as if they had been caught, red handed. 
  ******* did however agree to repair the scratches and paint spot on the truck, if I take it to ***** Chevrolet in ****. He said he would be sending over some paperwork and someone from customer relations would be in touch with the consumer. I guess that someone was ***** but the consumer never received any paperwork or instructions on how to move forward, with the repairs. 
  On December 16, 2023 ***** called and text the consumer. She stated that she was with Cutter Chevrolet and had spoken with ******* and wanted to follow up with the consumer. The consumer requested ****** email and then notified her of the dealer agents dishonesty. The consumer emailed ***** more details concerning the matter and what was expected to resolve the issues. After doing so, the consumer received no further response from *****. However, ****** did contact the consumer by email, stating he had received my email. He gave the consumer more dishonest statements on how the Cutter Price was not the sale price. Which is blatantly not true.
  This BBB was an attempt to give someone else at this dealership an opportunity to be honest and fair. It is now clear to me that defrauding and scamming consumers, then saying its their fault, seems to be the culture of this dealership. No problem, I will be filing my suit next week and the Judge can decide if I received the auto at the advertised price. As for the auto paint condition, the auto is under warranty so whether Young ********* Cutter Chevrolet, Resistall or Chevrolet pays for it, it will be paid for by one of you.
  
  Regards,
  
  *************************

  Customer response

  02/05/2024

  BBB: "Are you the individual who experienced the issue with the business?"

  Yes, I am the individual who experienced the issue with the business. The wording is just for legal purposes. 

  Thank you,

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

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25 I had contacted Cutter Chevrolet to schedule an appointment. I had already spent a week trying to get an appointment at any GM dealership on the island to schedule a repair on my truck. The only dealership taking appointments was Cutter Chevrolet and they were not able to get my truck in for appointment until 27 September. After a month of waiting for my appointment I had dropped my truck off. Later on the 27th of September, after dropping off the truck, Cutter service called me after they did their troubleshooting. I was told the problem that kept the truck from driving was a bad emissions sensor and a bad exhaust filter. They also told me the emissions sensor was on national backorder and did not know when it would become available. I told Cutter Chevrolet that I need the truck as soon as possible and to go threw with the repairs. I paid cutter $1800 for the parts to complete the repair. I began contacting friends at Chevrolet dealerships in ********* and was able to source the Emissions sensor that was on back order. I told Cutter Chevrolet and they did not respond. I Called Cutter again on October 3 and could not get in contact with anyone from service.I Called Cutter again on October 20 and left a voicemail. Still no response.I called Cutter again on October 25 and left another voicemail. Again no response.I called Cutter again on November 3 and finally got a hold of service. They told me they were waiting for a third part to be shipped and needed to keep waiting.It has been over 2 months and no contact to replace a simple emissions sensor. I have no other options to get this work done and cannot continue to have the truck unable to drive.

  Business response

  11/04/2022

  The diesel particular filter has been on national back order since 9/27/2022.   However, we were just given an ETA for delivery on Tuesday 11/8/2022. Upon arrival, we will complete the repairs and the service advisor will contact the customer. We do apologize for the inconvenience this is causing the customer; unfortunately, we, at ******************** ****** do not have any control on parts arrivals, especially parts on national back order. 

  Customer response

  11/10/2022

   
  Complaint: 18359503
  
  I am rejecting this response because: I was specifically told the upstream NOX sensor is the only part on back order. I am still waiting for the completion of the service to the vehicle. 

  I have not heard of the Particulate filter being on back order until just now. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a previously scheduled service this morning, Wednesday, July 20. The service advisor *************************** went over the problems I'm having with the car and wanted three different diagnostic charges paid and have my car overnight. I said I needed the car back that day and to narrow it down to one problem. She then revised her paperwork and I signed a paper agreeing to a $175 diagnostic charge. I was called horus later on by her saying the mechanic wanted more time with my car so he could drive it and narrow down the problem with the car. I said that was fine but repeated I needed the car by the end of their day 4:30pm. I received no call by 4pm and took a uber down; as the uber reached the service department I received a call saying that something was just tightened and should handle the problem but I should drive it to make sure. I went inside the cashier's office and they charged me ANOTHER $175 diagnostic fee. I complained that she said absolutely nothing about an additional fee (and charged ME $20 for gas for the mechanic to drive almost 40 miles in my car). She said that it's $175 an hour... which is ridiculous and I've taken my previous car there many times and they never tried that foolishness. I told her if I had known it would be an additional charge I would have said NO... since she tried to nail me in the morning for THREE of them! I believe that because they wouldn't be able to get anything from my warranty company as they couldn't find anything to repair, they simply overcharged me instead. This is corrupt business practice and dishonest. I demand the second diagnostic fee back along with the $20 for gas. I shouldn't have to pay for them to drive my car IN ADDITION to diagnosing the problem.

  Business response

  07/22/2022

  To Whom it May Concern, 
  
  Cutter Chevrolet appreciates the ability to professionally respond to ******************************* concerns. 
  We take our work seriously and professionally; we have examined the complaint and our response is as follows. 
  To simplify matters, service rear axle message light was not on, and the fuel light came on upon road test, gas was needed to properly diagnosis an intermittent concern.   Tech drove multiple speeds to try to get the light to come on, light came on while on the road test at 55mph. 
  Due to an intermittent concern and electrical issues, we worked on vehicle for 4 hours as noted on repair order (which will be attached but only charged customer for 2 hours).  The 1.0 additional diagnosis was authorized by customer via phone at 1:30 pm on 7/20/22. 
  We as a company do not understand Ms. ********** complaint as the additional time was authorized via phone call.   The repair and diagnosis are justified.  
  After road test and fault tracing, we narrowed down root cause which the fuse panel terminal at battery were slightly loose and this can cause multiple electrical issues.   Cutter Chevrolet has repaired to the best of our abilities of someone elses unprofessional work. 
  There were wires hanging in the interior of the vehicle, which whoever installed or repaired vehicle did not properly install wires correctly.  We would like to note we did not touch those wires. 
  We stand behind our work and feel that we professionally repaired vehicle and satisfied concern.   
  We diagnosed the vehicle for 4 hours for an intermittent concern, but we had only charged customer 2 hours which was authorized via phone.   
  Any other concerns please direct questions to *******************, Service Manager at ************ 

*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. ↩