ComplaintsforMcGrath Highway Chevrolet

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a used car from Highway in February 2024. They overcharged me and took my car as a trade-in. They said they were giving me $10,000 for my 2014 Buick Encore ,which was in great condition and had low miles. When the loan documents came through the bank I was charged $35,000 for this used 2018 Cadillac. It is only worth $20-25,000 on ***** **** ****, if in excellent condition, which it is not. How was I charged $35,000 after giving them my car and getting a used, vehicle only worth $25,000? My loan should only be for $15,000, not $35,000! I expressed my concern to the loan officer at Highway and I'm still convinced I was taken advantage of. I could have bought a new car for 35,000!

  Customer response

  05/07/2024

  No I did not receive the price. I asked ****** twice for this info and he told me I would receive this info when I move on to the finance stage with ****. 

  

  Business response

  05/30/2024

  On the paperwork it shows that we gave her $10,000 for her trade on paper. I will talk to her because this is the first time that I have heard anything about her being upset. Along with that she also purchased a warranty and GAP insurance. Not sure where all of the disconnect was. 
  
  
  **** 

  Customer response

  05/30/2024

  My question was not about my trade- in. My problem is the Cadillac is only worth 25,000 so why am I being charged $38,000! I could have bought a new car for that price. 
  My loan is for $35000 plus I gave you my car for $10,000. So why am I still paying $35,000? Wouldn’t the $10,000 come off the price of the car? I’d like to know what all these extra fees are on my paperwork.
  If this car is worth $38,000 I’d like to see you sell it for that so I can buy a new one. 

  I was also told that I could refinance the car in a couple months because finance rates are going down. That’s not true either. 

  I’m very unhappy with the entire deal. I told **** I was unhappy and I told the owner **** ***** *** **** ****** that I was not happy. 

  

  Business response

  06/26/2024

   

   

  Spoke to the customer on the phone (06/25/2024) and any issues have been resolved. 

   

   

  **** *******

  McGrath Highway 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used 2021 Chevrolet silverado on Friday September 29 from the dealership. Noticed no damage to the vehicle. Drove it home. Drive 2 blocks to school playground Saturday and it was at that time in the sun that my son noticed a large dent in the passenger rear fender by the tail light. After closer inspection the cracked paint had been coated with touchup paint. I simply did not see it when looking at it. Nor did 3 other people. I called the on Saturday and got no call back from them . I then called after hours and left a message about the situation. And still got no response on Monday the 2nd of October 2023. I called them after giving them 30 minutes after they opened. I talked with the gentleman who sold me the truck **** ******** explained the situation. He was unaware of any damage at all. I then talked with ****** the finance mgr. i let him know i wasn't happy and wanted to return the truck and get mine back. I explained that had i know seen the damage i would not have traded and made the purchase. He said that unfortunately i cant get my truck back that it was mine. I got irate snd hung up. I called back a short time later and apologized and asked if the dealer would repair it.i was then told that they don’t really do that but he could have the detail dept. see if they could make it look any better. For the money i spent it should be repaired by a body shop. i traded a truck with no damage. I looked that truck over and dimply didn’t notice it and they were unaware of any damage. I was told it had a clean and clear car-fax and had no accidents. I want my old truck back. If not i want a body shop to repair the damage NOT A DETAIL DEPARTMENT TRY AND MAKE IT LOOK BETTER.

  

  Business response

  10/20/2023

  This has been resolved.

  Customer response

  10/21/2023

   I am rejecting this response because:
  Has not been resolved at all. They were more concerned that i filed a complaint, and that i blamed them for concealing  some of the damage. They were in no way concerned about how i felt . It was geared more to the company and how they felt about the complaint to the BBB. I will not take it in to have the damage pounded out  to make it look better. I took it to ****** auto body in ******* and got a quote for $1500 plus or minus. At the end of the call i was told that ****** was going to call someone higher up and he would get back to me. Have not heard back from them at this time. 
  
  

  

  Business response

  02/07/2024

  Customer purchased the vehicle 09/29/2023
  
  When the customer purchased the vehicle there were no issues or concerns brought to our attention. Nothing was owed or promised. 
  
  Customer called on 10/02/23 stating that there was damage on the vehicle.
  
  25
  10/02/2023 10:28 AM
  Inbound Text Message
  Received from: ***** ********
  By: ***** *******
  Im not sure yet.
  26
  10/02/2023 10:27 AM
  Outbound Text Message
  Sent to: ***** ********
  By: ***** *******
  Im going to get with my detail department for a time that works for them. When works for you?
  5
  10/02/2023 10:00 AM
  Inbound phone call
  By: ***** *******
  customer called back and apologized. Send over pictures of the spot he's concerned with then going from there
  
  
  That was the last of the communication to see when he could bring it back in so that we can take a look at what happened. 
  
  The damage on the pictures would have been noticed when taking the vehicle for a test drive or at least when he walked around the vehicle before purchasing or driving the vehicle.
  
  After the last text he sent responding about when he could bring the vehicle in, saying "im not sure yet" we have not heard back from him.
  
  Im not sure if he realized that the damage happened after the purchase or what but I thought this issue was resolved.
  
  Let me know if you have any questions,
  
  **** 

  Customer response

  02/08/2024

   I am rejecting this response because:
  Im not rejecting the response . I had an estimate done. I am not happy with the last response they had to the BBB. I had absolutely nothing to do with the damage that was there.i was very easy to miss when they draw you away from that corner with questions. Regardless,  the damage was there. 
  I didn’t cause the damage. I drove the truck 59 miles and didn’t want to go further. I was told there was a 250 mile, 3day return policy (was lied to) when i asked i was told that was for the extended warranty. After all was said and done i didnt want to return to a place i feel ripped me off.i felt when i called the next morning(  Saturday ) ishould have been able to return the truck and get mine back. But didn't get a response from the dealership until Monday morning. On top  that with my hours at work and constant overtime i dont have time.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was seeking a specific car for months and finally found one at McGrath Highway on-line. I contacted the dealership and discussed the vehicle as it was a 2014 Ford Mustang ShelbyGT500. A little unresponsive at first, I finally got the information needed. I immediately asked if there were any modifications and was told there were none. I said I would like the vehicle and they said the price was now about $3,200 higher. After repeatedly feeling cheated I decided I would pay the higher price. Then I was told additional services had to be tacked on and I was not allowed to pay cash forcing me to get a loan through their source. I flew to Illinois, rented a car, and dropped it off about 10 miles from the dealership where I was picked up by one of their employees as I had electronically signed all the documents. I am now stuck at the dealership and realizing it is impossible to unwind the transaction. The vehicle was significantly modified. I drove it home and went to get an inspection to find the tires did not pass and the exhaust had cut-outs, illegal for road use in all of the United States. I am seeking reimbursement of the tires and an original exhaust. This did not meet the fit for merchantability. 3 months have passed and I still do not have my tags, which leaves the vehicle undriveable at this point as I do not have a valid registration and cannot get it to pass inspection with the illegal exhaust. I had to buy tires just to be safe. I have no documents to upload as this dealership knows the issues and my expectations. An offer to cancel the contract after I spent $500 plus to get there and $250 in gas plus a ceramic coat the first day it was home which cost $700, plus tires of $686 which the invoice was sent to them already did not make sense. Businesses know the law and should never sold this vehicle without it being fit for road use. I want the cost for the exhaust reimbursed as well as the windshield washer issue and the interest on the loan

  

  Business response

  07/07/2023

  To whom it may concern, 
  ****** and I had been in contact over the initial months of purchasing the vehicle. ****** was an out of state customer of ours who purchased a high performance ford mustang. After identifying that the vehicle was modified with aftermarket tires that were not only street legal but had plenty of tread. The customer not only was advised that the vehicle was modified but was able to visually inspect the car and drive it cross state back home and not until a month after owning the vehicle did he decide to say that there were issues he had. He signed off on a buyers guide and additional forms that stated he was purchasing the car "as-is" 

  of course we want to make sure our customers are not displeased and unfortunately our resolution that we offered (to cancel the purchase and take the car back) was not good enough for the customer. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed papers to purchase a 2023 GMC Terrain the night of 4/27/23. I gave them a partial downpayment of $2500. I was waiting for an insurance check for the remaining $7500. I was only given extended warrantee papers on Thursday night. We went back on Friday night to take delivery of the vehicle and remit the remaining $7500 downpayment. I requested to cancel the extended warranties. I was told I need to keep the loan for 6 months before I could refinance. I could cancel the warranties at that time. I had to ask for the rest of the paperwork. When we got home I was looking over the paperwork (that I did sign) and found some discrepancies. The vehicle was advertised MSRP $44,030 with a sale price of $38,850. On the Buyer's Order the price of the vehicle was listed as $46,308 with Dealer Options of $1,107 making the selling price $47,415. I texted the salesman, ***** ****, as to why the price was so high. He said he would have finance get with me on Monday. I emailed him on Monday requesting an answer. I received no response. My son called on Tues, May 2 and spoke to a sales manager. He stated the price was due to an El Paso Warranty Plan. I did not receive any paperwork about that plan. I do not know anything about it. If it was an option it should have been in the dealer's installed options or services. And I should have been given the option of not having it. I have requested to know why there is a $7,458 difference between the sale price and the price I actually paid. I would not have paid that much. I was expecting to pay the sale price.

  

  Business response

  05/19/2023

  This customer called back several days after the sale asking for a breakdown and further explanation of the deal she signed up for. I had a very long conversation with not only her but with her husband and both of them understood the deal and the numbers after we were done speaking. 
  
  She came in with her husband in person and we explained to her that we can happily cancel any aftermarket cancellable products and making sure she knew that it wouldn't reflect her monthly payment and she would leave unprotected still making the same monthly payment she originally signed up for. 
  
  We made sense to her of staying protected until she wanted to possibly explore re-financing with her bank and then at that point , she would cancel her products. They both left very understanding and everyone was on the same page. 
  
  I made sure we offered to cancel the products for her and asked what we could have done differently to make this experience better with no response. 
  
  Her son then proceeded to call the next day and express his frustration and I think that may have caused her to get worked up and upset again. 
  
  Again this has all been disclosed and I've even reached out to this customer today to try and make contact to see about answering any questions or concerns or possibly even offering her some free maintenance with no luck. 

  Customer response

  05/19/2023

   I am rejecting this response because:
  
  The last day I spoke with *** * was the morning after I filed the complaint. He said I could not cancel the El Paso Proctection Plan. I wasn't happy about it but it's done. I requested that he send me the paperwork showing how the price went from the sale price of 38k to 46k. I would like to see the breakdown in the difference. I also requested information on the EPPP since I couldn't cancel it, I would like to know what I purchased! If it's something of such great value, I would like to know exactly how to use it. *** said he would email the information to me. I have never received the information. 

  The extended warranty was not what I was concerned with. I know how to cancel it. I was only talking about the EPPP.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me a 2016 Dodge Ram 2500 eight months ago and I purchased an extended warranty. The transmission went out on it. They've had it for two and a half months. They told me to bring the truck in and they would fix it. I had it towed three hours away. The warranty is no good because there was aftermarket work done on the transmission. I was not aware of this. Now they are trying to get me to refinance the truck, get the money back from the warranty, then purchase a warranty through the refinance and make a claim to them. That's illegal. They already sold me a warranty.

  

  Business response

  03/03/2023

  I am in contact with the complainant on either repairing the vehicle or working on the warranty issue.

  Customer response

  03/03/2023

   I am rejecting this response because:
  
  Their solution offered is to refinance the loan and let me finance the repair. Not acceptable

  
  

  

  Business response

  03/21/2023

  *** ***** received his money back from his warranty company. We offered to fix his vehicle at cost. He chose not to have us fix his car. He will be out to pick up his car tomorrow to have it repaired elsewhere.

  Customer response

  03/22/2023

   I am rejecting this response because: the warranty that was reimbursed has still not been added back to the loan. I was offered to refinance to get repair done but I had to put 10,000 down. Or pay them 7,500 to fix it. None of that sounds like cost. 
  
  
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on January 25th 2022and they sold me a service contract including gap insurance. They canceled my contact, Never notified me . My credit score went down due to true gap insurance never was in affect. I have not been able to get approved for another vehicle due to this. I have tried to work with them trying to make this right. They keep giving me the rum around. And now they won’t even answer my calls.

  

  Business response

  04/25/2022

  To whom it may concern:

   

     The client did purchase the vehicle from us on January 25th 2022 with a vehicle service contract and GAP insurance.  Since the sale, the client's vehicle has been declared a total loss due to an accident.  The GAP policy is in force and is currently processing her claim.  The client has reached out to attempt to purchase another vehicle to replace the one that is totalled.  Unfortunately, the client has significantly less cash down at this time and does not meet the minimum required guidelines for our lenders at this time.  This has been explained to the client as well as that having GAP insurance or not does not have an impact on her credit scoring. We would love to be able to sell the client another vehicle, but the deal under under it's current structure does not meet any of our lender's guidelines.  The client will receive adverse action notices from the lenders that the deal was submitted to detailing the reasoning for their decision.   Please feel free to reach out to me with any other questions.  

   

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

  Customer response

  04/29/2022

   I am rejecting this response because:
  
  I had to pay was what was the remaining balance.  Due to the service contract they sold me was canceled without my knowledge.  When I called the GAP insurance and told them if my accident and the remaining balance I was informed I did not have an active or effective policy .  I was canceled by the dealership.  I have my contract in my possession.  The insurance agent was the one that informed me the dealership canceled my contract.   I just want a refund for the canceled contract they sold me.   I paid out of my pocket for something I paid to cover in case of accident and they canceled my contract and pocketed my hard earned money.  Meaning I paid for services that did not exist.  

  

  Business response

  04/29/2022

  Attached are copies of her GAP claim documents and a letter that was sent to her on 4/20/2022.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I came to look at an Equinox, it turned out to be over budget. Skip the GM showed me a 2017 Hyundai Santa Fe. List price was $16,750, I signed a hand written paper by Skip that had that price $16,750 and $750 cash down. It was after closing when we finally got into the finance office, the finance person we worked with was named Kimberly. While we were going over the paperwork she never showed us or went over what we were signing, she just handed us things to sign. She did however go over my extend warranty and at one point she stopped to tell us we had a free diamond fusion glass coating on the windshield. My mother and I both asked if it was actually free for clarification. She assured us it was, and pulled out a paper to show us it said $0. After being rushed through the paperwork because they were closed and it was late, we went home with the car. The next day I looked through my paperwork and noticed they had charged me $18,000 instead of the $16,750. I saw another charge for the $499 for the diamond fusion windshield stuff. I brought this to the GM's (Skip) attention. He said they add on propacks and force you to buy the diamond fusion and it's not free. We were never told about a propack or the diamond fusion charge before purchasing. Skip apologized and said he should had told us and it was his fault but did nothing else. I'm not the only one this has happened to. This is a very common problem they seem to have. I would like a refund back to my car loan for the difference of the price that I was mislead into paying and a refund for the diamond fusion since I was told it was free, and any taxes and fees associated with those costs from my loan.

  

  Business response

  04/04/2022

  We spoke with the client on 4/4/22 at 2PM Central Time and advised the client if they were unsatisfied with the purchase, we would make an exception and refund the full purchase price of $18,499.00 to them.  The client advised us they needed to speak with their mother and let us know.  

   

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

  Customer response

  04/06/2022

   I am rejecting this response because:
  
  
  What is the timeline or date that , the loan will be a $0 balance? How long will it take for everything to be null as you put it? Can you a send me confirm on the null status at the bank? I need proof and the timeline.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempted to purchase a vehicle which was available when talking to Sales Rep. Later in the conversation, the sales rep indicated their dealership is charging an extra $5,000 for out of state buyers. I was not as concerned because I would be able to use a GM Employee discount number. Once this information was relayed to the sales rep, they indicated they would talk with sales manager. A few moments later the sales rep returned the call stating they will not honor the Employee Discount but wanted to know if I would like proceed purchasing the truck for $5,000 more than MSRP. Extremely disappointed in this dealership for handling the supply issues this way and not honoring the employee discount and trying to charge $60,000+ for vehicle published online as $49,541. Not sure why the Inventory searches and prices are posted on GMC and GMFamily first. Stock ID # ******.

  

  Business response

  10/11/2021

  To whom it may concern:

   

        We have reached out to the client and explained the current market conditions regarding inventory and the chip situation.  The client understood as he was attempting to purchase a vehicle from several states away as dealers in his area and the surrounding states were not willing to complete the transaction under his terms either.  The client understood the situation and was satisfied that we reached out with an explanation.  

   

  **** ******

  General Manager 

  McGrath Highway Chevrolet Buick GMC

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

  [email protected]

  Customer response

  10/11/2021

   I am rejecting this response because:
  
  My state is honoring the employee discount, but as there are supply issue here as well, I just continued searching outward and searched outward to locate the vehicle I was looking for. Let not the response of the dealership fool you…My terms of the agreement are the advertised terms/price published on GM family first (Which my state is honoring). The dealership is choosing due to inventory shortages, to up charge on MSRP and not honor the GM employee discount. The dealer in fact said he wishes he could be removed GM family first. I don’t know the contract between GM and the dealerships, but find it hard to believe they can advertise on GM family first web site and not honor the discount that goes along with it. The dealer was very friendly, it appears to me they are taking advantage of the situation. 

  

  Business response

  10/21/2021

  To whom it may concern:

   

       The dealership is not obligated to honor GM Employee pricing at its discretion.  At this time, we are not able to offer GM Employee pricing.  We hope that this inventory shortage resolves itself in the near future, as we would very much like to go back to doing business as normal.  Here is the wording from the GM Family First website:

  Dealership participation is voluntary. To determine a specific dealership’s willingness to sell vehicles under the Program, the Participant or Sponsored Purchaser should contact the dealership directly. If a dealership is not willing to sell a vehicle through the Program, the Participant or Sponsored Purchaser may contact or visit another dealership.

  During the initial dealer inventory buildup when new models are introduced, and from time to time thereafter, it may be necessary for GM to restrict purchases on certain models under the Program. Please visit gmfamilyfirst.com to find a current list of Eligible Vehicles.
  The Program does not constitute an agreement between GM and any individual for the purchase or lease of any vehicle at a specific price. However, by purchasing an Eligible Vehicle through the Program, the Participant and Sponsored Purchaser acknowledge and agree to abide by and be bound by these Program Rules and Guidelines.
  These Program Rules and Guidelines may be modified by GM at any time, in GM’s sole discretion.
  GM may unilaterally modify, change, or withdraw the Program at any time.

   

  Please let me know if you have any further questions.

   

  **** ******

  General Manager

  McGrath Highway Chevrolet Buick GMC

*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. ↩