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:03/25/2025

  Type:Sales and Advertising 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.

  Feb 17, @ Apple ***** considering a new car. Told both ****/sales & ******/finance (2x) that I DID NOT WANT an Extended Warrant* (**). Saw vehicle on m* phone/online en route to Apple. A few da*s later it arrived @ Apple, I went to see it/decided to purchase it.. The first time I was shown an* financial documentation was after 3pm Feb 24, when the* called/it was read* to p/u. I noticed the* added $3615 to m* loan for an **, that I explicitl* told them, I DID NOT WANT. Totall* not expecting this, scared to speak, I didn't know what to sa*, I felt used, disrespected, deceived, sick - that the* went behind m* back with this self-profiting stunt. APPLE does NOT have the right to make financial decisions with m* personal funds, behind m* back, and w/o talking with me. What the* did affects m* life, credit, income, bills, & has created a larger financial burden on me, the* DO NOT HAVE this right, that took m* loan balance from $8K to $12K+. @ nearl* 7% for 75 mos. Hours after purchase, **** & ****** OFFERED to Cx the ** via text/sa*ing it we'd be taken care of that da*. Never heard from **** again. Onl* 2 ph replies from ******. 1st: ******, who OFFERED to cx Feb 25, now Mar 17 told me I need to make pa*ments for ***** da*s. If I don't notice the ** removed, give him a call in TWO MONTHS. 2nd: ****** rep * to m* asking if ** cx'd *et - his repl* "I thought we were on the same page". (.Which page are *ou on now ****** (the Feb 25 Cx one or the Mar 17 make pa*ments one), and who is turning these pages -I have the right to know. It appears to me, someone over them, stopped them from cx'g the ** & instructed them to not answer m* questions/talk to me. I have 2 different purchase agreements, both dated Feb 17 -da*s before the vehicle arrived, and I had not even seen to know if I even wanted it.. M* position at work was eliminated last week Mar 21, and I am now unexpectedl* unemplo*ed. Will someone please help me - Apple ***** needs to take responsibilit*.

  

  Business Response

  Date: 04/10/2025

  This case (#********) you have presented to Apple has been resolved. ***** ******** had a legit concern, nonetheless it was a communication miss-understanding with Vehicle Protection Plans. We are back in her good Graces.

  Thank you

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

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23116233
  
  I am rejecting this response because:

  On April 7, I called ******** and *****, who answered the phone in the loan ***** did confirm they received the check from Apple ***** for $2945.00 and it cleared, and my Loan *** was corrected and is reflected as $9105.09.

  
  In today's mail, I received my April ********* from ******** on my Loan, showing a balance of $12, 201.27.  I called ****** M, Executive Client Relations at ********, ************ to ask why my balance is now showing the addition of the Extended Warranty applied back on my loan.
  
  ****** called me back later today, stating that Apple ***** cancelled the $2945.00 check they sent, stating "they thought it got lost in the mail".  ****** said she has spoken with them and confirmed they will be sending a new check, and that she will be sure that any additional fees and costs because of this action of Apple's, will be taken care of.
  
  I don't know what they (Apple *****) are playing, but someone really needs to look into their operations.  And still no one from there has had the ethics and courtesy to simply call me.  And no, they are not good graces with me at all.
  
  

   

   

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 04/14/2025

  This case (#********) you have presented to Apple has been resolved. ***** ******** had a legit concern, nonetheless it was a communication miss-understanding with Vehicle Protection Plans. We are back in her good Graces.
  Thank you 

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am considering this resolution closed, all to be credited to the resolution efforts received from ********, and their associate who was overseeing a honest and fair outcome.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/20/2025

  Type:Billing 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 brought my car in for service on Tuesday March 18th, 2025 at 7:41am.I spoke with a service consultant about my specific issue. The service consultant later returned after my car was inspected and notified me that there was a leak in my front gasket cover. I was quoted a price by the consultant. I inquired about the pricing related to the new issue and I was told that the hourly rate would be adjusted from $189 to $169. I approved the work to be done. Later in the day I received a call from the same service consultant who informed me that they discovered a leak in my Radiator. I asked was this the leak that was previously thought of as a head gasket leak. I was assured that they were 2 different leaks which I now believe the gasket leak was mistaken for the radiator leak and I was charged for a service I didnt need. The service on my car was completed on March 19th at 1:20pm. I picked up my car at approximately 6:15pm. Upon checking the receipt I learned that I was charged $4581.65 for labor and $987.90 for parts totaling $5603.80. The labor charge of $169-$189 per hour does not match the labor cost. If the service technicians/mechanics worked on the vehicle from the time it arrived until the work was stated as complete thats approximately 17 hours of work on the vehicle which is highly unlikely however $189hr multiplied by 17 is approximately $3213 a difference of $1368.65 in labor cost. I spoke with the manager on site when I picked up my car about the rates and he said that he was new and didnt know the rates. I spoke with the Director of the service department and he stated that they dont have an hourly labor rate they charge by the service but that they dont display the service charge. My receipt says labor and I was told that the hourly labor cost were $189 but was being reduced to $169 for the service to my vehicle. Apple Chevrolet service department engaged in deceptive/misleading practice. I want to be reimbursed based on the quoted price of service.

  

  Business Response

  Date: 04/15/2025

  I spoke with ****** Page and he said that he was going to get back with me, after we talked. Just so you know, we did everything exactly to specs and guides, we use a pricing and time book called ********* ****** knows this, that we all use a universal cost book-out guide to price out our work, everyone uses in the industry. I went beyond and provided an addition discount to ******, and he said he wanted to get back to me.  Please rest assured that we did everything we could to and now its beyond what any counter would receive in discounts. 

• Initial Complaint

  Date:02/24/2025

  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 put in a complaint with you all on FEBRUARY ***** never heard back from you all. I went to Apple Chevrolet on FEBRUARY 19, 2025, to get an oil change and for them to check out the burning smell under my hood I been smelling for a year in a half and they told me that there wasn't anything wrong with my car for a whole year in a half and today, ***** ********* told me that I need an Engine Coolant Thermostat Housing it's going to cost me $700.00 and I told him you can do better than that sense its Apple Chevrolet fought I told ***** how about $500.00 sense you all are the ones that mess my car up ***** told me that I'm not about to play with you so I called my warranty peoples to see what they would cover so I walk back into service area to find ***** and I had the warranty people on the phone and I told ***** to have them to fix my car and to put the old part inside of my trunk ***** got upset and told me that he is refusing to fix my car and I ask ***** why he said because I was being hostile I start laughing and told ***** that word is getting old you all are always saying a black person is hostile then he went on to say pay up front before any work is done to your car I said to ***** I never pay up front I been coming here for 13 years I never have to pay up front you doing this because I'm black he never once told all those Caucasian people that came in with me that they had to pay up front ***** only been working there for 2 years I brought my cay brand new from here and APPLE CHEV is the only car dealer that been working on my car I did get the oil changed and I paid at the end when they finish I never been humiliated like that before

  

  Business Response

  Date: 02/26/2025

  My name is **** ********** and I'm the owner and operator of Apple Chevrolet, ************ 

  In response to this complaint, and we are very sorry our customer feels this way, nonetheless, this practice that is implied has no home at Apple Chevrolet.  i assure you that we practice, train, speak and uphold professionalism and ethics every day at Apple Chevrolet. As the BBB should know we never get this type of complaint because we Believe Honor and Respect every customer that walks through our doors. In most cased we bend over backwards to get our high reviews.

  We been in business since 1963 and we as a company do not tolerable behavior that is not equal to all. So, in response to the complaint, and upon investigation, i thought it was a better to have my ************ Manager, ***** report on the transaction since it was ***** who spoke with ** ********. 

  Below is his detailed Appraisal of the transaction:: 

  On February ******* MS, ****** ******** came into Apple ***** at 7:00am for an oil change on here 2012 ***** Cruze, during her write up process I mention to her I can smell something burning under her hood. She mentioned we replaced her oil pan gasket in the past and thought the engine was still leaking oil. I explained to her during the safe inspection I will have a mechanic double check for oil leaks.   There was no oil leaks found but the mechanic did advise me there was a coolant leak coming from coolant housing and upper coolant line. I brought the customer to the vehicle while still in the mechanic shop to show here the coolant leak. She then proceeded to tell me the coolant leak had been there for over a year, and it was apple ***** responsible to fix it because she only comes to apple for her services. I explained we cant take responsibility for the leak, but we are willing to help with the repair.She told me not to worry she has an aftermarket extended warranty with (car shield) and that I needed to call them. I called the company, and the claim was denied due to not being a listed component. I then put a quote together and advised the customer that her warranty declined the repair and to fix the coolant leak it would be $815.00 with her oil change she proceeds to tell me I was ripping her off and we need to fix the vehicle for free. I once again explained that we could not take responsibility for the coolant leak but I am willing to give a discount to help at $140.00 off the total bill she once again told me I was ripping her off and that I need to do the repairs for $400.00 I explained to her I could not do $400.00 $140.00 is the best I can do for a discount she then said fine do it for $500.00 I once again told her I couldnt do that. I then said and explained to her I can finish up the oil change and type a quote for her for a future date and still offer the same discount. I walked away to discuss with the mechanics customer has declined repairs on the coolant system to move forward with the vehicle. As I was walking back to my deck **. ******** was standing next to it with her warranty company on the speaker phone to verify, I did call them, and the repair was not covered they did agree that I did call, and the claim was denied. She hung up the phone and asked me if I was not willing to help due to her being black, I denied the claim and explained I was trying to help her I just couldnt give more than $140.00 off her repairs. She then raised her voice once again and told me I was ripping her off and taking advantage because she is a black woman I once again denied the claim; she then told me to do the repairs and save the old parts because she doesnt trust I will do it right since I only been working here for two years. At that time, I explained if she didnt trust me or feel comfortable with me fixing her car maybe its best if she calls other Gm dealers to get quotes and comes back later. She agreed I finished her paperwork where I clearly stated. Customer was not happy with the pricing I offered $140.00 off services. Once the paperwork was done, I walked the customer to the cashier. She thanked me and we parted ways
  
  ***** *********
  Apple ***** Service Team

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22982528
  
  I am rejecting this response because: Everything ***** said is a lie I'm not a mechanic I don't know anything about a oil gaskets whatever ***** is lying about because if I was a mechanic I would be fixing my own car that's the reason I been bringing my car to Apple ***** sense I brought it in *************************************************************** with ***** was 6/9/23 when he try to play me for the first time and tell me that I needed a brake fluid flush and I didn't I reported him to **** Snyder  when I just had everything flush on my car on 10/11/22. I brought my car in on 9/13/24 because my engine light was on  and ******* told me that there wasn't any oil in my car I told her I don't understand when my dashboard is telling me different ok I let that slide on 2/19/25 I bring my car in again because the engine light was on that's when I get ***** and he told me there is no oil in my car I told ***** that my dashboard telling me its 53% remaining oil left in my car ***** went on to say that's not for that if its not what its for. I pay for everything I want I never look  for a hand out. ***** a lie doesn't serve a purpose  GOD HAS MY BACK AND ALWAYS WILL MY GOD BLESS YOUR SOUL.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/21/2025

  Please see attached letter. 

  Thank you, 

  **** **********
  Apple Chevrolet
  Dealer Principal 
  ********************************************************************
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 22982528
  
  I am rejecting this response because: **** never tried to reach out to me so stop all that lying. **** just be honest and everything will be ok may God be with you
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/11/2024

  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.

  I dropped my car off on May 25 for a warranty repair. While repairing, the tech dropped a s**** into my engine cylinder doing some damage. They called me May 30 to tell me this. They hardly reach out with updates. When they do, they say that they don't have parts. I have involved corporate and they are no help. I asked corporate to check on parts and they are not helping at all. Three and a half months and still can't get parts. This is unacceptable. Meanwhile, I am making payments on a vehicle that I am not getting answers on. They are being completely unprofessional. I would like my car fixed. After 3 months, they should be able to track parts.

  

  Business Response

  Date: 10/04/2024

  To whom it may concern,

  
  

  A customer of ****, ******** ******** has filed a complaint against us about their '21 Chevrolet that has been down for parts since this past May. At this time, ************** is unable to provide an ETA for the arrival of the needed part. 

  
  

  In the meantime, we have provided alternate transportation for our customer. 

  
  

  *** ******

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22270366
  
  I am rejecting this response because:
  While yes, they have provided a vehicle, it has come with restrictions, which have been a complete inconvenience to my family.  The lack of communication from Apple ***** has been disappointing.  Apple ***** damaged my car while fixing a warranty part and are not being open and honest with communication.  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 11/05/2024

  Hello,

  My name is **** **********, and I am the owner and operator of Apple Chevrolet. Sorry this response is so late, but this complaint is multiple in numbers, and Im embarrassed we cannot serve our customers better. Quite honesty, Im on the customer side on this and many more. In the past several years, there has been a slow decline in the lack of parts for replacement coming out of distribution; even more dangerous is the amount of time takes to replace a part. At the moment, I have about a dozen of customers(vehicles) in which their vehicles are disabled and, on my lot, for more than 12 weeks and greater in some cases.

  Every day we check on every part (vehicles that are disabled) that parts are on backorder; we check order status usually with no luck in accurate or resolve measures. Dates of arrival have become more and more of a disaster. The issue is way above us, and most part delays seem to be a China related issue and/or shipped from overseas.  

  Below I listed just a few facts about the complaint on ******** ******.            

   

  Here is the information for the BBB complaint on ******** ******, '21 Trailblazer;

  RO#******, 05.25.2024 @ ****** miles

   

  Concern - SES LIGHT ON: 

  05.25.24; Tech found 4 DTC's but only one was relevant, DTC P0299, for failed Turbocharger. During removal of parts, a bolt for the turbo oil feed line broke off in the cylinder head (common issue). GM TAC (Technical assistance )was consulted, and we were advised to replace the cylinder head (Case #9-12847620861.

  Part was ordered but was found to be on backorder. 

  05.30.24; Customer provided rental car from Enterprise.

  06.03.24; **** CASE #G07964651 assigned to backordered cylinder head.

  06.14.24; Customer removed from Enterprise rental car and placed into an Apple loaner.

  10.10.24; Cylinder head being shipped from ** (new part # assigned).

  10.21.24; Cylinder head arrived.

  10.22.24; Technician back on job. Vehicle brought into shop and work commenced. Found front cover to not be able to be re-used. Ordered front cover.

  10.24.24; Front cover found to be on backorder. **** CASE #G08389912 assigned. No ETA at this time. 

  10.30.24; Vehicle down on lift in west shop - cannot be moved.

  I do not have a timeline for phone calls to this customer from the assigned service advisor, *** ****. He says he's been in contact with ********, but not to my preference. But as he tells me there is no new information or good information coming, so he just suggests that h*** call her when good news arrives. But we encourage our advisors to call at least twice a week.

  I can be reached by phone at ************ if you like to further discuss. But please trust me, we are on it.

   

  Thank you,  

   

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

  Dealer Principal

  ************ Cell

  

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

              Tinley Park IL 60487

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22270366
  
  I am rejecting this response because:
  It has now been almost 6 months and I am reading that on Oct 24, it was determined a part was not the right size and we are waiting for it again? Not one person from the dealership has contacted me to tell me this.  I am beyond disgusted with the lack of communication.  Again, the dealership did this damage to my car while fixing a warranty part.  I bought this car brand new in Jan 2021 and fear that is is not going to be properly fixed.  Not having my own car has caused a major inconvenience for my family.  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 11/13/2024

  Finally Resolved!

  Part came in today. ******** is happy!

  Very patient and pleasant customer.

  Most customers would not have been as tolerant

   

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

  Dealer Principal

  ************ Cell

  

                  8585 W 159th St

              Tinley Park IL 60487

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22270366
  
  I am rejecting this response because: No, I do not accept the response. This is a nightmare. I picked up my car Monday night and by Wednesday reported that the car was jerking. Thursday my check in engine light was on and I reported it and took a picture and by the time I got to the dealership they said I was 4 miles over warranty but they would see what they could do. Im beside myself. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/03/2024

  We truly bent over backwards in a bad situation. ******** seems happy. She is picking up a new vehicle on Wednesday and we went over and above what any other dealer would do. We hope she is happy with what we did!

  Thank you, 

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

• Initial Complaint

  Date:05/21/2024

  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.

  I took my vehicle in on Friday, April 26th for an oil change. By Sunday, I was being picked up from the side of the road and paying $190 to have my vehicle towed to my home. While driving to work my car started to shake, the dash started to flash ******* pressure and Im sure I heard something fall out from underneath the vehicle. I called service first thing Monday morning, April 29th, I was told to have the vehicle Towed in and it would be inspected. My wife and I were told by the service manager *** that plugs were disconnected under the hood, that prevented the engine to get oil and that there was a small oil pan leak, but that they would be doing further investigation to determine how this happened. Of course no one expects that two days after an oil change and inspection, that their vehicle would fall apart. Its obvious that service took something apart and did not put it back together. So we waited, called and waited for return calls, and finally after two weeks no contact, finally reached ***.Well after 3 weeks, I have been advised that ************** only offered to pay 8% towards rebuilding of the engine. Because according to *** NOW, the engine was now shot due to no oil. And that its a pretty costly repair and that 8% nowhere near covers the costs to rebuild the engine. There was no offer of what the actual dealership could help with, no plan B to use whatever GM would help with in addition to the dealership to help with even Down payment towards another vehicle. I was just simply told its not the person that serviced the vehicles fault and that there is nothing you all could do. I came in with one problem, and leaving with several more. And now, ***** is trying to offer me $1000 trade in value on a vehicle that I owe $8000 on. Which only puts me in much worse of a situation.

  

  Business Response

  Date: 05/29/2024

  After Reviewing the concerns below is a response.

  ******************** has not serviced his 2017 Malibu with Over 100K miles with Apple Chevrolet in over 1 YEAR & 4 Months.  

  ******************** brought his Malibu in for an oil change & at the time his LOW OIL Light was on.  

  Based on the experience of our Service Director he believe the car had been running on low oil for a long time.  The customer was advised that they had an oil leak & Apple Chevroler recommended ******************** repair it.  

  He declinded it.   ************************ vehicle left with no oil light on and in solid working oil.  

  Apple Chevrolet has also tried to work with ******************** and trade out, however based on limited credit we cant do that.

  Potentially do to poor overall maintenance.

  Apple Chevrolet is commkited to help ********************* any way that is within reason.  We are not responsible for the current condition of the vehicle.

   

   
  

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21739731
  
  I am rejecting this response because: I was advised by the service advisor at the time of leaking oil pan. But told that I had time to get it fixed. Also, my was Not being driven for almost 7 months due to me being injured and unable to drive myself around. My wife was driving me in her car. Which is why from the time of my last oil change to the one with Apple Chevrolet, my car had only been driven 7k miles. *** fact that only after 2 days my car was shaking and showing low oil pressure, is a direct indicator that this is a direct cause of Servicing from ****** I also reject the statement that I was unable to trade my car out due to poor credit. That seems to be a direct jab from the service manager. Whom, should I add, should not have ANY dealings with my credit since he is service and not sales. And Its seems to be a violation of my personal information. Which I will also file a report for with the state. *** reason I did not trade is because I still owe $8000 on the vehicle and they only want to offer me $1000 trade in value due to the engine being shot. Which is THE ***** OF ************************* And since I can not afford to pay off the remaining $7k and pay the down payment on another vehicle, I did not move forward. What I thought would happen is they would accept some fault, and either get me a used engine, or simply a higher trade in value to cover my vehicle so that I can get into a new vehicle with a down payment. According to reviews, Apple Chevrolet has a history of messing up vehicles and pointing the finger instead of taking some kind of responsibility. Which is exactly what is happening here.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/10/2024

  Regarding ***************************** 2017 ******;
  
  On April 26th, 2024,RO#****** @ ******* miles, an estimate to replace the leaking engine oil pan was provided to the customer. Replacement of the engine oil pan was declined by the customer. There is no mention on that RO of a time or mileage to have the engine oil pan replaced. It was leaking and therefore, we're unable to speculate how long it will take to leak out all of the engine oil.
  
  The last oil change with us was on December 30th, 2022  @ ****** miles. We recommend a ***** mile or 6 month or 20% oil life interval. We also recommend checking the engine oil between oil change intervals. ******************** stated that he has had the oil changed elsewhere but had driven ***** miles between intervals.
  
  The facts as we know them; vehicle towed in with drain bolt and oil filter both secure and not loose or missing; fresh engine oil can be seen spewed around the engine compartment;found source of oil leaking at side of the engine block where a connecting rod broke causing a hole. 
  
  Peering into the hole,we can see much "********" of internal metal parts (brown varnish on internal parts is typically seen when oil is not changed often enough). 
  
  *******************
  

• Initial Complaint

  Date:02/28/2024

  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.

  On Monday 2/26/2024 I paid Apple dealership service 544.00$. There commitment was to provide inspection diagnostic, oil change, rotation of tires, fuel inductions, and transmission fluid flush.Thats what I was informed by **************************. *********************** explained to me what the inspection diagnostic showed When I brought my car in for service I had no problems, no engine light, no jerking and my automatic starter start right up with no problems. After Apple dealership service did the work on my vehicle it jerks, automatics starter dont start and engine light stay on. I taken my car back 2/27/2024 Tuesday I spoke with *************************** About the situation and he said I have to pay 150.00$ for inspection diagnostic. I told *********************** on Monday 2/26/2024 mechanic already did diagnostic and *********************** informed me what all what was wrong with my vehicle on 2/26/2024 Monday. I told *********************** I refused to pay 150.0$ because I paid 544.00$ for what *********************** told me what was diagnosed on 2/26/2024.Whatever the mechanics did to my car 2/26/2024 Monday is the cause of the reason my car jerking, automatic starter wont start and engine light on.I feel they are responsible for my car having these problems.

  

  Business Response

  Date: 03/25/2024

  Re; *****, '20 Trax -RO#******
  
  Check engine light is on for two problems, Intake Manifold & Turbocharger. When the Check Engine light illuminates, it cancels the remote start function. Both issues are causing a lack of power and jerking.
  
  Apple Chevrolet paid for diagnosis and helped with the cost of replacement intake manifold and turbocharger. 
  
  We're currently waiting for backordered parts to arrive.

   

  The Service Director "***" has been in solid communication with the client.

   

  We are working to resolve.

   

  Thanks

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21360504
  
  I am rejecting this response because:

  I talked with **************** at Apple ***** dealership 4-1-24 Monday yesterday and he informed me that its going to be longer than he anticipated for the parts for my car to come. He also asked would I considered trading it in. I told him I would think about it but what are the process. He said hes in service department and sale  he doesnt deal with but he will send me to a sale person (JT) and will inform him whats going on with my vehicle.
  I said ok. The salesman called me 4-1-24 yesterday Monday and I asked him did *************** informed him about whats going on with my vehicle, Mr. ** informed me hes in sales and he has nothing to do with service. I feel that AppleCheverolet should accommodate me a vehicle because next year in December my car will be paid for, and there was nothing wrong with my car until AppleCheverolet there mechanic did the work on it and destroyed my car. I should not have to start back over again unless they come up with a better solution to accommodate me with another vehicle. I did come faithful to dealership to keep up maintenance on vehicle.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/03/2024

  *************************** vehicle is fixed per the Service Director "***".  He has been in solid communication with Norzella.

  *** was able to get Chevrolet to assist on repair cost which in turn is saving her THOUSANDS of dollars!  Her vehicle as of the morning of 4/3/2024 getting cleaned up as a complimentary bonus for her when she arrives to pick up.

  Her Vehicle needed turbo charger and intact manifold.  Apple Chevrolet was able to assist her and help.

  thank you.

   

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21360504
  
  I am rejecting this response because:
  AppleCheverolet dealership **** informed me that my vehicle wasnt ready so he put me in another loaner car. At that point I didnt know what to do or say. On yesterday 4/16/2024
  **** left me a voicemail saying GM was going to pay 3100$ and I have to pay the remaining balance which is 2100$.
  I also have a voicemail stating that 90 percent was going to be paid.
  I feel I should not have to pay nothing because their mechanic damaged my car, there wasnt nothing wrong with my car until they did the work on it. Also Im requesting a warranty on my vehicle cause its been sitting since February 29, 2024.
  **** informed me he and **************** will be back in office tomorrow/Thursday 4/18/2024
  I am a disappointed and unsatisfied customer. This problem needs to be rectified immediately.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/28/2024

  Please update this info to reflect that Apple Chevrolet has agreed to handle this concerns and issues as addressed.  *********** Director Mr. has been solid communication. 

  The customers issues are handled.

  Thank you!

• Initial Complaint

  Date:12/18/2023

  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.

  On November 29th I received an email from Apple Chevrolet Service Drive Manager ***************************** stating that my vehicle was ready for pick up but needed additional work. In her email she stated that ************** was covering the cost of the engine repair. The additional cost were going to be **** dollars. I replied back what was the cost with the engine repair included she stated **** dollars. I said if the price was **** go ahead with the repairs. On December 1 2023 she replied back that all of the work was completed and that the cost was **** dollars. I picked the car up on December 4, and paid **** for the work. Then on December 11 I was told that I owed an additional **** dollars for the engine. Today December 18 I spoke to the general manager after a discussion he said that Apple would apply the **** paid already to the engine repair because I knew that the original deal with ************** was a 60 40 split. I still had to pay for the engine repair plus an additional repair cost for a supposed unrelated fuel line solenoid even though it was an engine replacement. They claim it was due to a computer error I was not charged from the beginning, but they had Five days from the completion of the repairs until I picked up the car. It took them an additional week and another unrelated repair as they say to figure out their mistake.

  

  Business Response

  Date: 12/20/2023

  Please see previosly submitted information.

   

  ************************* was clearly aware his 100K Mile Equinox needed a new engine.

  As you can see in the email records which we provided, he knew he needed one and was quoted $9,000 estimated when he ***** came in.

  ***** got ill and had Covid which delayed his repair.  When he came back to review the needed repair he was quoted around $11,500.

  ***** 100% knew he needed an Engine.  He knew that we where working to try and get help from Chevrolet.

  *************** Apple Chevrolet with a Engine replacement which has warranty as well as NEW Tires, as well as additional maintenance.

  Apple Chevrolet Did the Engine repair and everything else for $4,800.

  The 3 Tires, Rotors and Misc repairs he added to Engine Apple Chevrolet credited to Engine repair.  HUGE Blessing.

  ***** 100% knew he needed an Engine, And clearing as can be seen was quoted over $9,000 for an Engine.  Which he didnt pay close to that.

   

  Please update BBB as per this info.

   

  Thanks

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 21025661
  
  I am rejecting this response because: first the **************** Driver Manager who was aware of the cost from the beginning. Second no new tires were installed as Apple Chevrolet states. Also no parts that were replaced were returned as correspondences stated. No updated estimates were given when prices changed. I was told that the price would be from ***** to ****** pending if parts needed to be replaced and at no time was I made aware that any parts had to be replaced which would have caused the price to go up. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/21/2023

  Please refer back to ***** last statement below from response.

  I was told that the price would be from ***** to ****** pending if parts needed to be replaced and at no time was, I made aware that any parts had to be replaced which would have caused the price to go up.   

  This statement alone confirms he 100% clearly knew he needed and ENGINE.  The fact that he is trying to tell a different story is very surprising.  Apple Chevrolet greatly reduced overall cost for him.

  Again, this one sentence confirm from ***** BBB complaint is 100% false!

   

  HE KNEW HE NEEDED AN ENGINE!

  HE PAID ALOST 60% LESS THEN HE WAS QUOTED

   

  PLEASE UPDATE THIE BBB COMPLAINT TO ACCURATLY REPRESENT THE TRUTH.

   

  THANK YOU!

   

   

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 21025661
  
  I am rejecting this response because:
  The official Apple ***** pay invoice created by an Apple ***** manager shows what was to be paid and what I paid. Apple ***** ****** I received new tires but the tires on my vehicle are the same tires that were on my vehicle when it went in for the repairs. Apple ***** ****** they replaced my rotors; the rotors are rusted. I have only the vehicle for two weeks. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/27/2023

  Again, ***** clearly understands that his 2013 Equinox with over 100K Miles needed a new engine. 

  His 1st response clearly acknowledged that, when he complained about his HIGH ENGINE QUOTE

  When he complained about the 1st quote.  

   

  He did need tires; however, he did not get.  I apologize for that response BELOW IS WHAT HE AUTHORIZED.

  ***** agreed to get the following......

  CLEAN AND RESEAL ALL 4 WHEELS
  

  FRONT ROTORS

  REAR ROTORS

  AXLE SHAFT REMOVE AND REPLACE

  The Total Invoice was $12,258.67. Which included the ENGINE 

  ***** only Paid $4,800 which was also his agreed number before his added work.

  Apple reduced Extra $1300

   

   

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21025661
  
  I am rejecting this response because:
  The authorized agent of Apple ***** stated not once but multiple times my final cost. Apple ***** should stand behind the price stated by their authorized agent. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/28/2023

  Please see the original complaint from ***********

  ********************* about the Quote of his engine.

  The Original Advisor he worked with resigned.  Apple Chevrolet had another Advisor get involved and help him.

  *****, 100% knew he needed an engine as he stated in his complaint about the huge quote.

   

  This is a case of an individual trying to get something for FREE.

  Apple Chevrolet GREATLY worked with Chevrolet and was able to get him a HUGE cost savings.

  Please update this REVIEW.

  Apple Chevrolet was not in the wrong.

• Initial Complaint

  Date:12/09/2023

  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 purchased a product from Apple ***** that never came, never shipped. The part is back ordered with no ETA. I asked for a full refund and the order to be cancelled since it was never shipped or isnt in stock. I was told that I would be charged a 35% restocking fee and I couldnt receive a full refund. The product isnt in stock or has never shipped or I didnt receive it so Im not sure why I cant get a full refund. The policy states 35% restocking fee or returns. Im not returning anything because I never received anything. At this point my money is stolen in my opinion because I have no product no eta on product. The policy doesnt state anything for this case.

  

  Business Response

  Date: 12/20/2023

  PLEASE SEE ATTACHED EMAIL

  

  Business Response

  Date: 01/04/2024

  Please see the attached file.

  This customer received the FULL payment refunded back.
  

  Apple Chevrolet was not able to get the part the customer wanted.

  This particular part is on national backorder.

  Please update BBB Review.
  

  Thank you!
  

• Initial Complaint

  Date:10/25/2023

  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 have been going back and forth with the dealership regarding what now has been discovered to be an oil leak. I was told a few months ago that it was the coolant housing unit. A few months later I started smelling the same thing which they advised after I already paid for what they thought was wrong, It turned out to be the oil gasket. This will cost me $3000 after I already paid for what they thought was wrong.

  

  Business Response

  Date: 10/30/2023

  *********************** came into Apple Chevrolet 3/15 of 2023.   She came for a coolant leak repair.  She left and returned on 4/26 complaining about an under the hood "Odor".  We inspected and confirmed  NO COOLANT LEAK!

  We did advise of ******** leaks.   

  She DECLINDED THE ADVISED WORK WE SUGGESTED HER TO GET DONE AT THAT TIME.   

  4 MONTHS LATER ON 8/26 She returned & we had the Apple Techs clean the oil under the car & added leak detection DIe.  We asked he to return within ***** miles to review.  On 9/13 we advised her of 2 oil leaks. 

   She was in on 9/28 for unrelated concerns.  It was for tire sensor.  

  Apple Chevrolet clearly advised the customer of repairs that should have been handled early, however she declinded which in turn created a bigger problem mechancially for her. 

  There is no fault from Apple Chevrolet.

   

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20783048
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/30/2023

  The reason the offer is not being excepted is because initially when the car was taken in for the issue the dye process was done on the car and I was told it was the housing for the coolant. I did pay to have this work done and a few weeks started smelling the smell again. I brought the car back to ***** and was told the gentleman who took the car in didn't know what he was doing and to reschedule for the SAME test to be done. When I did this I was told that it was several oil leaks. The problem that I am having is this work is consistent with everything else that Apple has done so far. I went in a few months ago to have a light fixed on the trunk. To my understanding the light was fixed and replaced. A few weeks later the light popped back out again. I took the vehicle in a couple of weeks ago to have the light sensor replaced. I paid for that to be replaced and the indicator light is back on again. Just stand by your work!

  

  Business Response

  Date: 11/16/2023

  PLEASE REVIEW THIS AGAIN!

  CUSTOMER DECLINED WORK ********************** SUGGETSED WHICH LET TO A BIGGER PROBLEM.

   

  *********************** came into Apple Chevrolet 3/15 of 2023.   She came for a coolant leak repair. 

  She left and returned on 4/26 complaining about an under the hood "Odor".  We inspected and confirmed  NO COOLANT LEAK!
  We did advise of ******** leaks.   
  She DECLINDED THE ADVISED WORK WE SUGGESTED HER TO GET DONE AT THAT TIME.   

  
  4 MONTHS LATER ON 8/26 She returned & we had the Apple Techs clean the oil under the car & added leak detection DIe.  We asked he to return within ***** miles to review.  On 9/13 we advised her of 2 oil leaks. 
   She was in on 9/28 for unrelated concerns.  It was for tire sensor.  

  
  Apple Chevrolet clearly advised the customer of repairs that should have been handled early, however she declinded which in turn created a bigger problem mechancially for her. 
  There is no fault from Apple Chevrolet.

• Initial Complaint

  Date:08/02/2023

  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.

  A 2018 ***** Trax Premier was purchased for me in the form of cash from this dealer and upon leaving the dealer I heard a noise & immediately contacted the salesman.He then assured me to bring it back and it would be taken care of.I returned 2 days later being told that they didn't hear the noise by ************** mechanic.I should have left the car there then.I got the car inspected by 4 different companies stating the same mechanical problems.Dry rotted tires inner/outer tire end rods,stabilizer pin,and entire brakes.

  

  Business Response

  Date: 08/30/2023

  This customer received a Free vehicle from the VA which we worked together with to provide the best available transporation we could for him based on the allocatefd budget the VA gave him.

  first inspection was completed on May,15 2023 MILES 49706
  
  Customer complaint : Vehicle is making a whooshing noise from behind the front wheels while vehicle is in motion.

  Had vehicle diagnosed at another facility where it was stated inner and outer tie rods are worn. Please check and advise.
  
  Tech Found ::ALL SUSPENSION COMPONENTS ARE TIGHT. TIRE NOISE HEARD DURING TEST DRIVE. NO RECOMMENDATIONS AT THIS TIME.
  ROADTEST VEHICLE. STEERING FINE NO CLUNKS OR RATTLES,  VERY SLIGHT TIRE NOISE IS ABOUT ALL I CAN HEAR. TIRES ARE BETWEEN 4 TO 5/32
  AFTER ROADTEST RAISE VEHICLE AND INSPECT FRONT SUSPENSION,  STEERING FINE AND DRIVES STRAIGHT NO CLUNKS OR RATTLES. FRONT STRUTS, INNER AND OUTER TIE RODS AND BALL JOINTS TIGHT, FRONT WHEEL BEARINGS FINE ALSO NO LATERAL RUN OUT.
  
  Seconded inspection August 14, 2023  Miles 51410
  
  customer complaint : noise coming from driver front wheel area while vehicle is in motion please check and advise. 
  
  Tech found :: NOISE, BINDING AXLE JOINT REPLACED RT FRT AXLE SHAFT -- ALSO REPLACED RT FRT WHEEL BEARING, HUB AND ****************** REPAIR COVERED UNDER EX-WARRANTY -- CUSTOMER PAID A TOTAL OF ZERO!

  The customer went to a service repair shop and they Sold him Tires what honestly was not needed.

  The probable was Axle shaft which we repaired.  he should have never put tires on.