ComplaintsforMiles Chevrolet, LLC

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a truck from miles Chevy. A week after purchase I had major issues. Took months to get fixed. After 5 different times of it being there and me being without a vehicle for weeks they “fixed” it. I then started having trouble with my drivetrain and air conditioning. I have only put 40k miles on this truck and it barely has 100,000. Miles kept saying my tires were out of balance. I’ve found two other second opinions and both state my transmission is going out. Miles pushed my truck back and out further in schedule until my milage warranty was voided. I am some messages stating the excuses of the repairs. I’m a hardworking family man. I can’t believe I’m being scammed by such a local company especially after I purchased to vehicles from them. I will have all dates and times and durations of visits on hand when I am reached out to.

  

  Business response

  08/07/2024

  Hello BBB Team,

  Mr. ******** has opened a case with the ******** ******* as well, so I will copy my response to them here, as the nature of the complaint is the same.

  We have received your correspondence to the above mentioned complaint. Here are some factual pieces of information before we begin to respond:
  
  Customer Name: **** ********
  Purchased: 2018 Chevrolet Silverado – Certified Pre-Owned (CPO)
  VIN: *****************                                                                                                                                                                                                                                           
  Date Of Purchase: 9/30/2022
  Mileage At Purchase: 63,196
  
  -**** Purchased a 4-Year/100,000 Mile (whichever comes first)(total, not additional miles) Certified Pre-Owned Platinum Wrap Warranty for $3,450 at time of sale.
  -Attached is a full Repair Order (RO) history for the aforementioned VIN and 2018 Silverado in question.
  
  Complaint(s)
  **** states we told him the warranty was for the entire term of the loan – this is inaccurate. All documentation was given to **** regarding the term and warranty type. He was told the warranty will expire at 4 Years from time of sale or when the truck turns 100,000 miles on the odometer.
  **** states he attempted to get his truck fixed – correct, and he was not turned away as is evident by all the attached Repair Orders.
  **** states we didn’t supply him with a rental – correct, loaner vehicles were not available after the car industry suffered shortages post-Covid, and in some cases, still aren’t available to this day.
  **** states we didn’t look at his truck fast enough – correct, half of the staff at most car dealerships across the nation were furloughed and we, as an industry, have struggled to re-staff as a direct result. This directly affected customer wait times in the entire country.
  **** states we pushed his repairs out past his warranty end date with the most recent issue, the Air Conditioning (AC) – false, as is evident in his RO History, the most recent RO with his AC issue is from June of this year, when the truck had 108,241 miles, or, 8,241 miles past the warranty expiration date.
  
  Requested Relief:
  **** wants his money back for his warranty or wants his AC fixed – since the dealership has everything documented in a timeline, and every repair order was written up with all descriptions of issues, none of which are AC related until 8,000+ miles after the warranty expired, we decline to refund any monies or accept fault of malicious intentions and/or negligence.
  
  Final Thoughts:
  Vehicles are not perfect and neither are the conditions they are driven in. Most modern vehicles have over 30,000 individual parts – highlighting how complex these machines really are in today’s world. This level of complexity is why we offer extended warranties. **** was fortunate enough to purchase a warranty and use it to his benefit during the 36,804 miles he drove since his purchase. In fact, all of these repairs were covered during the 36,804 miles he drove right up until the truck's warranty expired. Unfortunately, we are not fortune tellers and we cannot identify when a specific component will fail (unless it is a wear-item or is visually failing, that is). If his Air Conditioning is working one day, and there is no visible leaks or smells or noises, then we would have no way to know that it will fail in 1 day or 1 week or 1 month. This is just the part of owning a vehicle, much like owning a home - components will fail and need to be fixed.

  
  Thank you,

  Miles Chevrolet Team

  Customer response

  08/15/2024

   I am rejecting this response because:
  When I first purchased said vehicle, the oil pan was leaking bad. I took the vehicle to miles they took two weeks to fix it. A week later leaking again. 2 more weeks to fix. Ever since the motor has been ticking. I also stated that the car jumped like it was going into drive. The dealerships response was “that’s a common Chevy issue”. I then told them it’s vibrated going down the highway which I thought was transmission issues. Miles Chevrolet's response was it was my brand new tires, which they had my truck for two more weeks. I paid my monthly truck payment of 725$ while they had my truck for over two months. No repairs done. Miles had the excuse of their systems were down, I’ve also got the excuse of “covid” everybody experienced covid. I’ve been working with a miles service member for months on back and forth of why they would not repair my truck. I actually let them take my truck before my warranty was expired but they pushed it out. Miles also stated my problems were not big enough to repair. I have now taken my truck to two other professional shops in town. The shops both have stated my transmission is having issues and the rear axel seal is leaking. I also have corresponding messages with my list of problems to their tech. Miles has a great way of treating customers while taking their money, but when it’s warranty they won’t fix anything. I have a list of lengthy repairs that were needed and they never addressed them. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2023 I bought a 2020 Chevrolet Equinix, My sell associated was *****. I test-drove the vehicle a little wobble was present he informed me all vehicles are expected and services before putting it on the floor. Less than 2 weeks I was back about the same issue I brought up before purchasing. The service department said everything was perfect. I let was come back a week later and they finally told me it was my lower control arms. I've been back and forth to this same place over several times in regards to my front end. I went back last week for an oil change and for them to check my front end they told me everything was normal changed my oil now my gas mileage is floating up and down which hasn't never been done before. I called they told me to drop off now my struts and my stabilize are bad is what they told me. Due to my complaints, I believe they damaged them because it was not like when I brought them in. I told them I would take it elsewhere if they couldn't find the problem. They had to terminate a guy because he was lying about completing the work he said he had done. I spent so much money on this vehicle I just want to be treated fairly and get what I paid for $20,000 cash is not easy money to come by. That was my savings for me and my family to start over. Not the be beaten/ripped off. THIS IS THE SECOND TIME THEY TOLD ME MY VEHICLE WAS REPAIR-FREE JUST TO COME BACK AND TELL ME ITS ACTUALLY AN ISSUE THIS IS UNPROFESSIONAL AND UN FAIR

  

  Business response

  03/08/2024

  The customer purchased a 2020 Chevrolet Equinox in Jan of 2023 with 94,000 miles on it. The customer purchased the vehicle AS-IS and purchased an extended warranty. Since the purchase, the customer has put on over 24,000 additional miles onto the vehicle in the 14 month span. The original issue had to do with control arms, which Miles Chevrolet replaced without a charge to the customer since she purchased an extended warranty. All subsequent issues were not related to the original concern. The customer drove the vehicle and the vehicle needed additional maintenance. Cars require oil changes, brakes, tires, and maintenance as they drive more and get older. The tires, brakes, and struts all wore out and the customer is trying to tie all the parts together to the control arm issue that was prevalent originally. None of the subsequent concerns are related, they are all normal wear-and-tear as one expects while driving a vehicle. There is no such thing as a repair-free vehicle. Vehicles are machines made of a lot of components that wear out and will require eventual maintenance and repair.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2020 Silverado from this dealership as "Certified Pre Owned". Vin *****************  6/10/23 Certified vehicles require OEM GM glass to be certified. The windshield on this truck is aftermarket/replacement glass and the seal allows air in with a bothersome sound. This has been confirmed by my local GM dealer, **** ********** in Grayling, MI. Outcome resolution: Windshield Replaced at the expense of Miles Chevrolet, done at **** *********** in Grayling, MI.

  

  Business response

  11/07/2023

  Dear BBB Team,

  
  In GM CPO Guidelines, nowhere does it state that the glass has to be OEM, it merely states the glass has to have the same specifications as factory glass. This has never been a component of vehicle certification. It sounds like and easy fix and the windshield just needs to be re-sealed. I would suggest ********. Also, this complaint is coming 5 months after purchase, which suggests that the vehicle was in great working order at the time of sale. 

  Thank you,

  The Miles Chevy Team

  Customer response

  11/07/2023

   I am rejecting this response because:
  This Original Work Order was opened several months ago. I am basing the glass information provided to me on GM WORK ORDER DOCUMENTS that state it should've been GM GLASS before being certified. 

  It took time to figure out where the noise was even coming from. Your previous service of thos truck SUGGESTS your dealership doesn't service vehicles properly since 800 miles after buying the truck it was discovered the Oil Filter was not tightened properly and could've caused catastrophic failure had all the oil drained. Which your company admitted to by reimbursing me for the oil change cost 800 miles after buying the truck. 

  NEXT STEPS: If this repair is not paid for by Miles Chevrolet:

  Complaints will be filed with the Consumer Financial Protection Bureau & Illinois Attorney Generals Office. There is already an open case with GM Corporate. All social media platforms will have negative reviews left regarding this situation, with all documentation attached. This is not a game and was a $45,000 truck, certified to be in great working order. It was not. I'd already incurred several repair bills. 

  
  

  

  Business response

  11/10/2023

  BBB Team,

  We cannot speak on behalf of the shop that Mr. ******** visited, we can only speak of what guidelines are written and published by our manufacturer. Our team has spoken to General Motors corporate and confirmed that OEM glass is not a requirement of vehicle certification. The only guidelines for glass are state in the CPO handbook (screenshot attached) which specify that the glass must be in compliance with GM specifications and installed by an approved installer. In the case of this truck, the local customer who traded it in had the windshield replaced by ******** (a trusted and approved installer for General Motors). In the case of warranty claims, General Motors will only cover the original windshield during the first 12mo or 12k miles from brand new (not used), due to defects or craftsmanship issues only, and no time after that. So whether the glass was OEM or aftermarket, it would not have been covered regardless in any case. Windshield seals would be covered under CPO guidelines, so we will happily provide a check for $175 to ************ **** ***** *** in Standish, MI (picture attached, see *****) for the cost of re-sealing the current windshield. It will take roughly 1hr-2hrs to complete. We will only provide a check for the aforementioned $175 if the customer signs a Non-Disclosure Agreement from voicing negative reviews of the dealership and/or dealership personnel, as this would correct the issue that was stated in its entirety. In addition to a NDA, by accepting this resolution, the customer also agrees that he cannot reopen any past cases or bring any new cases to our dealership from here on out. As for the oil leak that the customer mentioned in order to string together a claim that we are incompetent - We have already paid for that oil change that occurred from an oil leak 800 miles after his purchase to show good faith. We don't like finger-pointing towards our staff, and found it easier to write-off the cost of an oil change than to argue about who is or isn't right. That was in no way, shape, or form, an admission of guilt or wrongdoing. Thank you.

   

  The Miles Chevrolet Team

  Customer response

  11/13/2023

   I am rejecting this response because:

  Dealer states the SEAL IS COVERED UNDER CPO warranty yet tries to coerce or blackmail me into signing documents to get the repair covered? This can't be serious. I will not be signing ANY documents. 

  I already stated the next steps if it isn't paid. Those will happen. The regulatory entities would be interested in your proposal to me. Unfortunately the oil filter WAS LOOSE. The windshield sounds horrible. I am being very reasonable on these 2 repairs. They are unacceptable! It's $250 TOTAL out of the $44,911 that you sold the truck for! 

  What I CAN do is remove the negative ****** review that exists for your dealership, since yes, you did finally reimburse me for the oil change I shouldve never had to pay for. AFTER dozens of calls AND a separate BBB complaint. I will do that as a goodwill gesture. I REQUIRE a check in the mail for $175 addressed to myself no later than Wednesday Nov 15, end of business. If that doesn't happen, I move forward with my initial proposal. As you can see, I don't care if I don't get paid. It's now on Business Principle. I will pay it myself if I have to. Let's see what $175 dollars is to your business. CLEARLY as stated, the seal is covered! 

   

   

  
  

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 Kia Sorento on Friday October 6, 2023. On Monday morning on my way to work my check engine light came on. I called ***** they said to bring it in and they would see what they could do. I took it by ******** first so I could have them put the code reader on the vehicle so they would have an idea of what was going on. The code said there was a mis fire on cylinder 6 it could be the spark plug or coil. I then drove to miles. I let them know what the code reader had said. They said they would not be able to get to it until Wednesday or Thursday that it should be fine until then. I explained that the next day I needed to take my daughter to Chicago for surgery that I wanted to make sure the vehicle was safe. They said it should be fine until then. Later Monday evening all the lights on the dash came on. And the vehicle shut off. I called ***** on Tuesday. **** said to get the vehicle there and they would pay for it to get fixed but they would not pay for it to get towed. My stepdad was able to charge the battery. I tried driving it to ***** on Wednesday when I got back from Chicago. It made it from Cerro Gordo to the edge of Decatur and I had to have my brother tow it. Now ***** is saying they might pay for it to get fixed. Would not pay for the tow bill, and will not provide me with a vehicle to use until they can get mine fixed. When I got to ***** with my brother on the tow truck. **** promised me they would get it diagnosed on Wednesday. It is now Friday and they still have not gotten to it and still are not helping with a vehicle or anything. Please help me!

  Customer response

  10/16/2023

  They refused to pay for anything. Attached is the quote they gave me.

  

  Business response

  10/18/2023

  Hello BBB. The customer in question purchased a pre-owned vehicle that was out of factory warranty. We offered an extended warranty for purchase but the customer declined, understanding that anything that happened after they drove off the lot would be their responsibility. After a few days, there was an issue with the vehicle, we agreed to inspect the issue and offer a fix for what the culprit was. The customer declined to pay for a fix. At no time during or after the transaction did anyone from ***** Chevrolet promise to fix the problem free of charge. The promise that was made was ***** Chevrolet would inspect and diagnose the problem for free, not fix the problem. 

  Customer response

  10/23/2023

  No. They offered me the extended warranty after i signed all the papers and handed them the check from my credit union. They dis tell me they would fix it on monday and tuesday. Then on each day after that they said they would have to diagnosis the problem then see if they would pay any or all of it.
  

  

  Business response

  10/27/2023

  Unfortunately, there is no burden of proof on either side, as both sides claim contradictory statements. If there is nothing in writing, then we cannot simply go off a customer's word that something was promised. We confronted the sales associate and all service personnel involved in this interaction. It was determined that nobody offered to fix the vehicle for free.

  Customer response

  11/03/2023

  Im not sure how it is okay to seell someone a car and not fix it according to the two attachments they should have fixed this and i should have not have had to pay someone out of my pocket to fix this. 
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/10/23 , I purchased a 2020 Silverado from Miles Chevrolet. This was a "GM certified" pre-owned vehicle that had went through an inspection to meet such standards. Upon arriving home, oil was noticed in my driveway. Called numerous times to this dealership and they avoid addressing the situation at all costs. When you DO get them on the line, they say they'll fix it and refund my cost to have my oil changed locally at another GM Dealer. (Please see attachment for cost and comments from Certified GM tech about the loose oil filter). All I am requesting is the out of pocket expense I incurred for the oil change that was 4000 miles EARLY. This oversight is unacceptable and so is the delay in reimbursement as they said they would do. Service Manager ***** ***** has stated he had no problem with reimbursement and his employees **** or **** could also do it. All of them avoid speaking to customers at all costs!

  

  Business response

  06/26/2023

  THE REIMBURSEMENT CHECK FOR THE OIL CHANGE WAS TYPED 6/23 AND WILL BE MAILED TODAY.

   

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrecked my vehicle on May 28. Took to miles on 5/31 dropped off overnight so they could take their time to look at it. They couldn’t get me in until August 15th as they needed to wait on parts. which @ that point I dropped it off on 8/14 and picked up rental on 8/13. Received call on 8/27 saying body shop was done with it and was now waiting on service shop. My suv has sat outside the service shop since 8/27 and hasn’t been touched. Now my rental through State Farm has to be returned due to meeting the deadline. So now I’m stuck without a car to work and etc. miles continues to keep telling me they have nothing for me to drive when this is all their fault. You had me wait almost 3 months between estimate and my appt so you could make sure you had all parts and now we have sat 2 weeks waiting on parts when they are done it has to be returned to body shop since they 1/2 *** did their job the first time. I’m paying for a car I can’t even drive. I’m curious who’s going to pick me up and transport me where I need to go. They should have to provide me with a rental or pay for my rental since this is their fault. They are also only replacing 3 tires that they say are bad instead of replacing all 4 as new. This is just ridiculous. I am requesting they give me a car or pay for my rental one of the two.

  

  Business response

  10/01/2022

  We are sorry for the delay on customers car in body shop. The car has been completed and returned to customer. We are very sorry for the delays.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle has been in the shop a numerous amount of times. (More than 3 separate occasions) Dating back to a month after purchasing it in March 2021. An engine problem was found and has yet to be fixed. Vehicle cuts off on a regular basis. On one occurrence was in the shop for 30 days. Vehicle sputters then shuts off at any given time. Today on 6-23-2022 Vehicle was driven up the street. The engine light popped on and dash stated reducing engine power. Service stability tract. I’ve had this vehicle since March 2021. Miles has kept this vehicle for WEEKS at a time. Sputters when foots on accelerator, vehicle slows down & shuts off. On all occasions the Vehicle will sputter like putt-putting. Then shut off, immediately. Vehicle just got out the shop weeks ago from today. I was told it was cutting off due to a loose hose and that it had been retightened. However upon driving today engine light is back on, and vehicle reduced speed even when trying to accelerate. And it cut off 6-23-22

  

  Business response

  07/05/2022

  We contacted ******* ******** and have repaired her vehicle. 

  

  Business response

  07/05/2022

  We contacted ******* ******** and have repaired her vehicle. 

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident and the body shop did their part and then the service department was supposed to do theirs. They supposedly fix a picked wire from an airbag sensor and when I picked my car up there are alot of electronics that no longer work. I took it back and they said they couldn't find anything wrong but if I paid them they would hook it to the computer. I'm short so my car is no longer safe to drive and they refuse to fix what they broke.

  

  Business response

  12/28/2021

  We have been in contact with the customer. The issue is she is claiming there are more issues because of the accident. This all is through her insurance. We will fix whatever the insurance approves. That is where we are at now. 

  Customer response

  01/05/2022

  You sent me the initial response from the business which was wrong g but I couldn't get to the right area on my phone to respond so it said I agreed with them and there is no way I agree. What they needed to fix was things their service department tore up not things from the wreck. Every time their service department touched it they broke something else and told me it was my problem and my expense. I finally got a guy from the body shop to look at it and found this last time they hadn't plugged in my wiring harness as if I get under my dash and unplugged it. He apologized but the service center never did. Now I have more lights and messages on my dash and I'm scared to mention it for fear of what they will tear up next. I had to take 2 of my brand new tires to Walmart because Miles broke the valve stems and they went flat. The body shop did good. That is the worst service department ever they are all very rude starting with Mel the manager they treat people horrible. I was getting ready to trade my car but now I have to find a way to fix what they broke to get my full value. I would never suggest anyone take their car to them. Considering putting negative signs on my car to advertise the joke that they are. It shouldn't have taken this many times and it still isn't fixed correctly.

  

  Business response

  01/14/2022

  Customer came in 10/22/21 for front end damage caused by a collision with a dear.  Body Shop brought vehicle to service department on 11/5/21 for an air bag light. PERFORMED DIAG// FOUND LF SIDE IMPACT SENSOR TO BE FAULTY. REPLACEMENT REQUIRED. ALSO FOUND SENSING AND DIAGNOSTIC MODULE TO BE IN NEED OF REPLACEMENT DUE TO COMMANDED DEPLOYMENT. REPLACED LEFT FRONT SIDE IMPACT SENSOR & SENSING AND DIAGNOSTIC MODULE. PROGRAMMED SENSING AND DIAGNOSTICMODULE. PROPER OPERATION CONFIRMED.  Vehicle was returned to the body shop for remaining repairs. Customer picked up vehicle on 12/8/21. Customer had to return to body shop  because the electric seat and rear hatch were inoperative. Found that a connector on a wiring harness was loose. Reconnected Harness verified that the hatch and the seat worked correctly.  Customer now states that the service traction light is now on. Spoke with customer 1/14/22 they will be calling back to set an appointment up for this next week....

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car into have wheel bearing fixed and brought parts they broke axle and replaced it. But axle is wrong part still causing problems making car unsafe to drive. Making popping and cracking noise traction control light is on again. Messing up my transmission because axle is 2 inches short.I took to transmission shop and they said it is wrong axle in vehicle. Very unhappy with service. Just want car fixed correctly with no problems.

  

  Business response

  12/15/2021

  We reached out to customer who brought car in and asked him to bring back car for us to inspect and he refused. All items we worked on are the correct parts and was installed properly and was approved by customer when he picked up vehicle. We are happy to inspect again. 

*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. ↩