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:09/08/2022

  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 made online contact with the dealership regarding the purchase of a 2022 Chevrolet **** that was in transit in July. On July 27, the finance department began the financing process for the vehicle. At the time I told the Financial Department I did not want the extended warranty. Not one time was I asked what day I wanted to make the first payment. On August 1, the salesman drove to ***** for me to sign the paperwork for the car. I joked that the contract was dated July 31 so they could claim the sale in July. Even though I signed the contract, the date was already filled in. I also mentioned the print was so small I could barely read it. The car was in transit from *****. On August 3, the car loan was approved with the first payment due on September 9. I contacted the Credit Union and was told that only the dealership could change the date. I contacted the General Manager and the sales rep regarding the loan due date and the additional charges for the extended warranty I did not approve and asked that the sales be canceled. The sales rep called and said the extended warranty would be credited to my loan. I asked for documentation to that effect and never received any documentation. They stated only the credit union could change the due date. Car in transit by train from **********. On August 8, the lien paperwork was filed with ****************** in ********* and sent to me the next day. Car still in transit from **********. I contacted the tage agency and was told the title and registration would be late after August 31 and that was per the request of the salesman. I contacted the salesman who wanted to know if I expected them to pay for everything and this was the most difficult sale he had every had to deal with. On August 15, I received a message that the car had arrived at the dealership and was ready to be delivered. On August 17, the car was delivered. The lien paperwork stated the car had 8 miles, upon delivery it had 184 miles. Purch

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 10, 2022/09/23) */ Contact Name and Title: Ashley Corporate CRM Contact Phone: ********** Contact Email: ***************************** I will have our warranty cancellation department reach out to you in regards to this matter. Consumer Response /* (3000, 12, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) What I need is for them to address the refund of the warranty and the late fees on my tax, title and license because of the erroneous delivery date provided in their documentation, along with an apology in WRITING only before I accept it. They have stated several things to secure the sale, but never fulfilled any of them. Business Response /* (4000, 19, 2022/11/10) */ 7/31/22 The customer purchased the vehicle. 8/10/22 We sent the title to ***************** 8/11/22 ***************** received the title 8/15/22 Vehicle arrived at our dealership 8/16/22 Title delivered to customer at 11:22 am 8/17/22 Vehicle was delivered to customer 9/9/22 The customer registered the vehicle. 9/23/22 Customer filed BBB complaint. I had our warranty department contact the customer immediately to cancel the warranty and issue a full refund. 9/29/22 Full warranty refund check was sent to the customers lender. The customer will need to contact her lender to verify that they have applied the amount of $***** to her loan. We delivered the vehicle from ******* to *****. That is 175 miles one way. The vehicle had 8 miles on it before it left our dealership. It would go up in mileage as we had to drive it to the customer to deliver it. The customer had all paperwork to register the vehicle well before 8/31/22. We will not be taking care of any late fee's as she had all of the documents. In the state of ******** the customer has 30 days to register their vehicle, this is not by request of the salesman at our dealership. That is the law of ********.

• Initial Complaint

  Date:06/25/2022

  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.

  Horrible service,they've had my car for 5 weeks and done nothing with it.poor business ethics.had me doing all the leg work with warranty.been lied to by MULTIPLE staff about what is being done with my car.told lies of getting my started under the warranty,reimburse my fees and still nothing.

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 5, 2022/06/27) */ I have been in contact with the customer multiple times in regards to this issue. The customer was informed that the warranty declined the repairs due to no maintenance records/receipts, her service advisor as well as the GM informed her of this as well. The customer sent in her records as she does her own maintenance and that was still declined by the warranty company. They asked for the receipts from her doing her own maintenance, she could not provide these. I informed the customer that if she wants to even have a chance at getting it covered that she needs to try to get the receipts from where the oil and filters were purchased from and send them to us and we would submit them. Yes, the customer has to do all of the leg work because she did not have her vehicle serviced at our dealership. We do not know where she purchased her oil from and cannot get that information. Had she of had the maintenance done at our dealership we would do all of the leg work. The customer has a contract with the warranty company not our dealership. We have offered to pay for her tow to the dealership as well as getting it towed back to her if she does not go through with the repairs. I told her that if the warranty company decides to cover the repairs and the tow then we will take the amount that it would cost to tow back to her and the amount it cost to tow to us and put it towards the rental car that she is in. It is not our responsibility to cover anything in this case. However, we are willing to help out due to customer satisfaction, as stated above. Last I heard from the customer is that the warranty company is sending out an inspector to look at the vehicle. The warranty company has in no way shape or form contacted us to do so nor have they came out. We cannot proceed until that is done and we know if the warranty company will approve or decline the repairs. The customer has been informed of all of this. We will reach out to the warranty company to see when they are coming out. Consumer Response /* (3000, 7, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The dealership has given me the run around for 5 weeks.the warranty company had been trying to get in contact for a week now to get a diagnostic report and they have not contacted them back.spoke with warranty company today and same thing,they need a diagnostic report to send an adjuster out.customer satisfaction would be reimbursing me my expense thus far as I have been given the run around through every department at the dealership with MINIMAL response from them.days would go by when I would hear nothing back even after calling multiple days in a row.i have been put rental expenses that are piling up as well as a tow bill.they offered a warranty through a 3rd party company but on the warranty it says provided by the dealership. I was told by multiple staff at the dealership they were starting on my car only to find out they had not.they said they sent my logs to the warranty company only to be told after a week that they forgot to send it in.it is a HUGE mess among the expenses and hassle and stress. Poor customer service,very poor communication.they need to make this right. Business Response /* (4000, 9, 2022/06/29) */ I spoke to the customer on 6/28/22 @ 8:53 am. I informed the customer that an inspector would be out within 24-48 hours. After an inspector comes out they will either approve or decline the repairs. We never forgot to send the log. We asked the customer for receipts which she could not provide. I had the service department go ahead and submit the excel spread sheet that the customer made for her maintenance records. We submitted it and once again it was denied by the warranty company due to no receipts. We have not given the customer the run around in regards to her vehicle. We can't do anything if the warranty company declines the repairs and the customer declines to have her vehicle repaired. As stated in the previous response, there are 2 options on what we are willing to reimburse the customer, depending on if the repairs are approved or declined by the warranty company. 1. Repairs approved - We will take the total of the tow, if it is covered by warranty, and put that towards her rental. We already offered to pay the tow bill. 2. Repairs declined - We will pay the tow bill to have it towed back to her as well as the tow bill from when it was towed to us. When I spoke to the customer on 6/28/22. I informed her that the warranty company did not try to contact us in order to send out an inspector. I also informed the customer, once I got her voicemail, that we reached out to the warranty company so that they would send someone out. There has been no lack of communication as I have talked to the customer multiple times and kept her in the loop with everything. We will not be offering to do more than what is stated above.