Complaints

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive been a customer for years. They sold me a bad car and guaranteed me it was certified.Ive had nothing but issues with this car.I brought an extended warranty and the company cancelled me and refunded my money because of one late payments.Nobody ever told me that was the policy. Most places you get a grace ******** feel I was ripped off all the way across the board.Now I have no warranty and 20k I saved for a reliable car to get me back and forth to work is about to be considered trash. Im completely broken by this experience. After all the years of business and referrals I sent. The trust I had for Biggers. They robbed me.

  

  Business response

  02/23/2024

  On April 24, 2023 ************** purchased a used 2017 ******* Santa Fe Sport (VIN *****************) from Biggers Chevrolet. At the time of the sale the vehicle had ***** miles. *** vehicle was sold as-is and shown and was not offered as a certified vehicle. However, Biggers Chevrolet offered ************** an **************** Contract. ************** agreed to purchase an **************** Contract and took advantage of a payment plan at 0% interest. ************** missed her first two payments. Our staff was able to contact the warranty company and have her contract reinstated. A claim was file on July 13, 2023 for a defective starter and that claim was paid by the **************** Contract (See attached Repair Order #******). Unfortunately, ************** again missed payments. Biggers Chevrolet reached out to our agent from Apco and this is their response:

  From: ************************* <**************************>
  ****,
  
  *** customer missed her first 2 payments resulting in SIU cancelling the contract on 07/11/2023.
  
  SIU submitted a request to reinstate the contract on behalf of the customer on 7/14/23 after she made her account current / paid her past due balance.
  
  She made her July payment in August and missed her August and September payments. Her contract was cancelled for the 2nd time on 10/10/23.
  
  *** customer made a payment to SIU on 10/12/23 without receiving authorization from APCO to reinstate her contract.
  
  APCO called the customer to explain that we would not be reinstating her contract a 2nd time on 10/17/23.
  
  (It is APCOs policy to only reinstate SIU funded contracts one time and only under extenuating circumstances. We do NOT reinstate cancelled contracts to cover pending claims. )
  
  SIU returned her payment on 10/31/23.
  
  Thanks,
  
  
  *************************
  Cancellations Supervisor
  D: ************

   

  Due to her missed payments the contract was void. If the contract payments had been made, the repairs in question would be covered with a $100 deductible. ***refore, Biggers Chevrolet has no responsibility for the repairs. 

   

  Customer response

  02/23/2024

   
  Complaint: 21318426
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  02/23/2024

  To be correct the salesman and the owner definitely told me it was a certified inspected vehicle. 
  Secondly I was ware it was sold as is I never said anything about that. 
  Thirdly now all of a sudden Biggers contacted the warranty company and this is the first I was ever told about that. 
  

  I missed the payment due to fraud activity on my bank account.
  Their policy is their policy. I never tried to get service on the vehicle without paying my out of pocket portion. 
  Youre trying to justify things that have nothing to do with me being a sold a vehicle that has been nothing but problems since I drove it off your lot. 
  My issue isnt with the warranty company but it seems Biggers and the warranty company had conversations that I was unaware of that seems fishy. 
  

  I respect their policy thats not my issue. 
  My issue is paying ****** for a car that isnt worth it and already have electrical, energie, and transmission issues. 
  

  Biggers sold me a bad car and need to take responsibility of that. 
  

  You trying to point out I missed payments have nothing to do with my complaint and why Im taking Ubers to work.

   

  Also the same fuse biggers claimed to have replaced the radio is not working yet again.

   

  also the oil change that biggers claimed to have done I had to get another oil change done and they said biggers didnt do the oil change the oil was completely gone.

  I will get all my documentation together to send over to the BBB.

   

  

  Business response

  02/28/2024

  All used vehicles are sold as-is and as-shown. Biggers Chevrolet strongly encourages, any customer that is purchasing a used car, to purchase an extended service contract. ************** took advantage of the extended service contract and opted for a payment plan. Unfortunately, ************** did not fulfill her obligation of the payment plan. Therefore, the extended service contract was terminated. If the extended service contract payments had been made, the failures that ************** is experiencing today would have been covered.

  Customer response

  02/28/2024

   
  Complaint: 21318426
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  02/28/2024

  Sold as is does not mean you get to sale people piece of mess cars that you patch up for a sale.

  I didnt neglect to pay anything I had a banking issue and paid it once resolved and they refunded me because they didnt want to pay for this piece of s*** car biggers sold me.
  Stop trying to make me out as irresponsible and take responsibility I was mislead on a certified inspected vehicle. I know what I was told from the owner and the salesman. 
  As long as Ive been a customer why would I lie now?

  I was robbed of $20k and thats the bottom line. 
  

  Im not slow I know what sold as is means so stop saying that. 
  

  I didnt default on anything Im a human and life happened.

  For someone who still paid and then sent a refund later is ******** and biggers as well as the warranty company worked together so they wouldnt have to pay for all these major issues on this piece of shit!

  I absolutely hate biggers and will make sure everyone who I know NEVER go there EVER! 
  

   

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 18th, I brought a truck in for extended warranty work. On the 20th, ***** asked if I authorized Biggers to determine the problem. I said yes. He said there was one part not covered under warranty and one that was. The part that is covered under warranty is a high pressure fuel pump. He said he was busy with other customers and didn't have time to wait on hold for 40 minutes to talk to the extended warranty department. On the 22nd he called and said there was a national backorder of the part and said they don't know when the part will be in, he said it could be a couple days or he has said it could take a couple months. ***** said he would have an update on the 4th of December if they had any new information on the part. I explained that, that would not work for me because I need that truck for my livelihood. I told *****, I needed the vehicle back, he said that I would need to pay approx. $620 for the time, to put the vehicle back together. I was never informed that there was a national backorder of parts. If I would have known this information, I would not have authorized to take the vehicle apart, and I would have traded the vehicle in. I can not wait for this part to come in some day. I am without a plow vehicle, and have no way of providing my customers a service that I have a contract with to perform the service without a vehicle.

  

  Business response

  12/06/2023

  ********************** authorized the teardown that was required to diagnose his issue.  We were successful in finding the problem and getting it authorized by the warranty company.  We then  placed the order.  We are not aware of any backorders until after an order is placed.  When we were informed that the part was on national backorder we informed the customer of the situation and that we would have no way of knowing when the part would become available.  We ran a locate on the part and contacted the few dealers that were shown with it and were told by every one of them that it was not available as it was spoken for by one of their customers.  The customer informed us that he would like to take the vehicle elsewhere which is his right, but any other dealership would have the same backorder issue and would have to start from scratch.  If the customer did want to have his vehicle put back together we would have to be paid to do this and his extended warranty company would not authorize this work to be performed and covered under the policy.  We are continually trying to get a status on the part hoping that we can get a hold of one as soon as possible.  We know that the vehicle is a work vehicle for the customer and are doing everything under our control to get him on the road as soon as possible.  Please feel free to contact us for any additional information.

   

   

  Customer response

  12/07/2023

   
  Complaint: 20947952
  
  I am rejecting this response because:

  They were aware that parts have been backordered, when I was informed of the national backorder, ***** said he has seen the backordered part be as short as a ******** and as long as a couple months. when I went in on December 2nd. **** the service manager said I should have known about a parts issue because it was all over the news. The bottom line is that had I been informed that there was a chance the part that needs to be fixed was backordered, I never would have authorized the repairs and I would have traded the vehicle in. Now I will be without a work vehicle that is coming on 3 weeks, with no answers to when it will be fixed.
  
  Sincerely,
  
  *****************************

  

  Business response

  12/07/2023

  There was no way to know which part the vehicle was going to need until after he authorized tear down and the diagnosis was performed.  The vast majority of parts were not on backorder at the time of the diagnosis and we would have had no way to predict which parts the vehicle would need by just the check engine light being on.  We are working with GM to escalate his case which was approved last night (12/6) at 5:45pm.  GM has parts in transit but they are coming from out of the country, and we have been informed that we will be one of the first to receive the part when it is available.  The next update that GM will have for us is 12/14.  We are doing everything in our power to get this part asap so that we can complete repairs.

  Customer response

  12/11/2023

   
  Complaint: 20947952
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  

  Business response

  12/12/2023

  The customer stated that hey are rejecting the claim because           -and then nothing further so there is nothing for us to respond to

  We were just informed by our Chevrolet service rep. that the part is projected to arrive here on the 22nd of this month.  The repair should only take a couple hours once we receive the part.  We will be contacting the customer shortly to pass on this new information.

*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. ↩