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:04/23/2025

  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.

  My car was taken in on 4/9/2025 and they told me that the turbo needed to be replaced and a condenser, i left my car with them to fix. I picked up my car on 4/14/2025 and the check engine light came on again 3 hours later. I took it back they cleared the code and sent me on my way. The next day on my way home from work the check engine light turned on again, I called and was they told me they could not do anything that day, he told me it would be fine to drive as long as the engine light was not flashing. I took it to a dealership near my house and asked them to check the code to see if i should drive it. He plugged it into the computer and the code was for the turbo. I was told by souther alnd on this day that i should not drive it and previously that i should not drive it if the turbo was having issue by rod hatfield employees. So I dropped it off on 4/15/2025 when they said that it was excessive oil in the charger air cooler (after they changed the condenser and the turbo). I picked up my care on 4/22/2025 and by 9:30 pm the check engine light came back on. My car is a 2020 and only has 81000 miles. I really want my car fixed without the fear of going to pick it up and having the check engine light on before i make it home safely or my money back so i can get it fixed somewhere else.

  

  Business Response

  Date: 04/23/2025

  Turbo failed causing oil to go through out system. GM has had issue with turbo on this vehicle and customer paid her 200.00 deduct. The other repair was AC compressor. She is in shop today 4/23/25 for check engine light and the are working with GM Tac and doing special bulletin. 

• Initial Complaint

  Date:10/22/2024

  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 purchased a 2025 ***** **** *T from Rod Hatfield Chevrolet in Lexington, KY on June 28th, 2024. My first payment was due on August 12th, 2024. My AC unit was not cooling properly prior to me making my first payment. I took my vehicle to be serviced on August 23rd, 2024. They diagnosed my problem as a faulty evaporator core from the factory, but the part needed was on backorder through GM. The service department did not initially offer to refill the coolant in my AC to temporarily fix my problem. I had to complain and beg to get them to do that. At the time, they also refused to give me a loaner to use despite temperatures being in the 90s. By the week of September 9th, it was already running out of coolant again. I took the vehicle back to Rod Hatfield's on September 20th. I had to beg a sales manager to get service to do anything. Miraculously I was told the backordered part had come in that day and that they'd give me a loaner and my car would be fixed the following week. 5 days later I received a call from service saying that the part had come in damaged and once again was waiting on a backordered part. I called on October 5th and October 7th and again there was no status change. I called again on October 16th and was told by service advisor **** that a few dealerships in the state had the part but would not let Rod Hatfield buy it and that since they already had my car and I had a loaner, that I couldn't go to those dealerships and get my car fixed. I called again today October 21st and keep getting messages relayed to me from my service advisor **** because he now won't speak with me. I have now made 3 payments of $533.85 each on August 12th, September 12th and October 12th, 2024, on a vehicle that has been faulty from factory delivery and the loaner vehicle I am driving has 3 weeks left before the temporary tag expires.

  Customer Answer

  Date: 10/29/2024

  After submitting my Better Business Bureau complaint on 10/21/2024 (complain #********), I received a call from Rod Hatfield’s Service Director **** ***** two days later on October 23rd. **** stated that my car was scheduled to be fixed on November 4th and I questioned how if the part was still on backorder, they were able to have a fix date scheduled to no avail. **** said he had spoken to the Better Business Bureau and to GM and that he could have GM authorize them to use an evaporator core that had originally come in for someone else to fix my car because they had been unable to contact the originally intended recipient. **** also stated that GM was authorizing 40,000 reward points as a consolation. I agreed that was fine as **** stated my car would be ready for pick up by Friday (10/25) afternoon. 

   

  I arrived at the dealership on Friday 10/25/24 at approximately 5:00pm to pick up my vehicle. At time of pickup the vehicle had been out of service and out of my possession for 35 days. Upon pickup, the vehicle was filthy. Before I drove off the lot, I thought my outer windshield was dirty so I turned my wipers on, only to realize only the left wiper was working. The right wiper would not even move. I turned around and went back over to the service department and they had to bolt my wiper back on correctly. Afterwards, my fiancee and I had managed to drive from the dealership on exit 113 to exit 115 to get gas. While I was pumping gas I noticed my rug was crinkled up so when I went to fix it, I felt that the rug was soaking wet. I showed my fiancee and left her to tend to pumping gas while I went in to use the restroom. Upon exiting the gas station and walking back to my car, my fiancee had checked the passenger floorboard and noticed the rug and carpet were soaked and the back of the rug as well as the carpet were green in color. At that time, the service department was already closed so I couldn’t take it back. I contacted GM and updated them on what had happened that evening. Then I contacted the service director **** ***** again by cellphone at approximately 6:36pm but he didn’t answer. At approximately 6:39pm I received an incoming call from Rod Hatfield service manager ***** stating **** had asked him to call me. I relayed to him what all had happened. He said they could put me in another loaner yet again and fix the carpet. I explained to him that I didn’t want to wait weeks again in another loaner and be paying for a car I don’t physically have and that I would be to the dealership the next morning to seek replacement of the vehicle. At 8:33pm I had a missed call from service director ****. He had left a voicemail saying he had spoken to ***** and then spoken to their sales manager and said that he would meet me at the dealership the next morning and that they would see about getting me into another vehicle. The next morning, 10/26/24 at 8:00am as we were on our way to the dealership, my fiancee got in the glove compartment to get the VIN number to check for recalls. As she went to close the glove compartment back, it wouldn’t go. When service had reinstalled my glove compartment from taking the dash apart to repair the evaporator core, they reinstalled it incorrectly and it was off-track and wouldn’t close without leaving a gap. 

   

  We arrived at the dealership at 9:00am when they opened. We met with **** and I showed him the glove compartment and I specifically pulled back the rug on the passenger side and showed him that the carpet was still wet and was still, in fact, green. **** offered to fix the glove compartment and detail the vehicle and I declined it for the moment because I wanted to see if sales could help me get into a replacement vehicle. So I met with sales manager ****. He informed me that they simply couldn’t replace my vehicle or trade me even into another vehicle. He ran a credit app and offered to trade me into a more upgraded model Trax but it was going to raise my payment $154 per month and double my interest rate. He also asked me if I could have a cosigner, which I didn’t have to have to get this current vehicle in the first place. While sales were doing their process, at approximately 9:45am **** informed me that **** had taken it upon himself to go ahead and take the vehicle to have the glove compartment fixed and the vehicle detailed, although I hadn’t granted permission to do so. After it was determined that moving forward with a replacement or trade was not plausible, I asked if the car was done being detailed and the glove compartment had been fixed. At approximately 11:41 am I specifically asked for service tickets documenting the windshield wiper repair from 10/25 and the green carpet and glove compartment fix from today. Sales went over and got the vehicle and brought the service tickets back for me to sign. **** informed me that he could not provide me with a ticket for the windshield wiper repair and that he couldn’t write on the ticket about green carpet because he did not visualize with his own eyes the carpet being green even though I showed him the carpet when we first arrived at the dealership. I walked over to service to sign the ticket and write my dispute on the ticket. At which time, my fiancee checked the vehicle over for any more damage or issues. She brought to my attention a scratch on the driver side exterior door and that the interior plastic piece on the driver side near the gas pedal was busted. I tried reaching service director **** over this issue via phone and text and received no response. I left with the vehicle and while on my way home noticed that the driver side headliner was blackened and dirty. I also noticed there were scuffs and scratches on the driver side door near the speaker, on the driver side at the base of the console and under the steering column that I did not cause. On the way home I also noticed that the chevy emblem on my steering wheel was chipped as well. Since coming home I have still not had a response from service director **** or anyone within Rod Hatfield’s service or sales department. 

   

  I have pictures of the carpet, pictures and video of the glove compartment, and pictures of the busted piece and all scratches and scuffs. I have attached these to this email. 

   

  Thank you,

   

  ***** *****

  

  Business Response

  Date: 10/29/2024

   The customer took full possession of the vehicle and drove the vehicle to Louisville Kentucky that evening as she said for a concert and did send a message to **** ***** who twice tried to contact her that evening and even left her a text message, but she said she was at the concert and she would Contact him Saturday morning which she did. *** ***** proceeded to meet the customer at the dealership at 9 o’clock and did notice moisture on the floorboard but no coolant and did not see any thing green.  Remember this customer‘s coolant is orange. The customer who at that time had driven the vehicle to Louisville and back to Lexington did show *** ***** that the glove compartment door was out of adjustment which he had the tech technician adjust. While the customer was with the sales department, *** ***** with the consent of the customer did have the vehicle detailed and cleaned up. At no time did the customer show *** ***** Any damage to this vehicle.  Our lot does have a video camera and you can see and hear the customer show *** ***** the floorboard and the glove box but nothing else. Our sales department and management did try to their best to accommodate the customer who was insisting on trading her vehicle but unfortunately, due to her financial status could not accommodate her.   The customer did accept an offer from *** ***** of 40,000 GM points which is the equivalent of $400 that she can use at any time on her vehicle for the inconvenience of not having her vehicle for these 35 days. It should also be noted that this customer Was in a rental provided by General Motors during this time.  Mr. Ramey did receive a text message from the customer stating that there was a small scratch on a door trim panel and she requested for that part to be replaced which we have ordered it. When it comes in, we will contact the customer. Unfortunately, we do not feel There is anything else that we can do for this customer so we ask that this case be closed. 

  Customer Answer

  Date: 11/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have sent further documentation to **** ********** email. 

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

  Customer Answer

  Date: 11/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  Yes, customer took full possession of the vehicle and drove the vehicle to Louisville, KY on the evening of 10-25-24 for a COMEDY SHOW which is proven by text message communication with *** *****. I attached call log proof with my last update but have updated text message proof and voicemail proof of *** ***** providing me with his personal cellphone number which corroborates the one contact photo and the other stating HE was the one who had been in a concert and that's why he had initially not answered MY phone call. *** ***** acknowledged the text I sent him by a "thumbs up" as evident in the attached pictures. As evident in the pictures is also proof of contact to *** ***** at 9:07am on Saturday 10-26-24 stating that my fiancée ***** and I were at the dealership waiting for him. *** ***** followed both ***** and I out to the vehicle where I proceeded to show him the glove compartment AND the GREEN carpet. *** ***** stated in his response to the BBB that he never witnessed the carpet being green and that obviously my coolant was orange in color, so he doesn't understand how the carpet could be green in color. *** ***** also stated in his response that they have audio and video proof of me showing *** ***** the floorboard and the glove box and nothing else. Unless audio and video have been altered in some way, it would show evidence that the customer showed *** ***** the carpet was still GREEN. The only reason the vehicle was driven from Lexington to Louisville the night prior was because by the time customer got the vehicle and got from exit 113 at the dealership to exit 115 where the GREEN carpet was discovered, the service department was already closed. Customer has also attached a picture of call log showing proof that customer tried to call at 6:08pm on 10-25-24 and spoke with someone in sales who stated everyone in service was already gone and he didn't know how he could help me. As far as noting that customer had a rental for the 35 days, customer did not have a rental for 8-23-24 to 9-19-24 because service told me they couldn't give me one. The only reason customer was finally able to receive a loaner was because customer brought vehicle back to dealership on 9-20-24. From 8-23 to 9-20, customer had made no progress with the service department, so customer relayed the situation to sales and begged sales manager **** ******* to do something since service advisor **** would not answer nor return customer's calls. Furthermore, on the morning of 10-26-24, the dealership's video and audio would also have recorded customer and fiancée specifically telling *** ***** that we did not want the vehicle cleaned or worked on yet because customer wanted to work with sales on a trade first and then go from there. While customer was working with sales manager **** ******* and sales representative ***** **********, **** approached customer and said "while we are figuring out if we can get you traded, **** went ahead and took it upon himself to take your vehicle to get it detailed and the glove compartment fixed. **** specifically said, "I told him to go on and do whatever makes him happy because it's going to have to be cleaned whether you trade it in or not." Customer has attached text proof between customer and her fiancée at 9:49am on 10-26-24 regarding the non-consented cleaning of the vehicle. The "scratch" as *** ***** calls it, was not noticed until customer went to go sign final service ticket and had fiancée look vehicle over to make sure nothing else was amiss before leaving the dealership. While in the process of writing on the service ticket that customer did not agree with what was stated, fiancée brought picture of the "scratch" that she found while looking the vehicle over. Customer has attached a zoomed in picture of the "scratch" and as you can clearly see, it is not a "scratch". It is an actual crack because of the force that the service tech used to remove and place the dash back on my car after fixing the evaporator core. There are also other scuffs on the dash and the headliner is dirty of which the customer did NOT do. Considering none of the other scratches or dirty spots were "detailed" when *** ***** took it upon himself to go have it "detailed" shows proof that *** ***** wanted nothing more than to cover his and the dealership's liability by getting rid of the GREEN carpet. Customer is aware coolant was ORANGE. The GREEN is because the floor was SOAKED and had MOLDED over the course of the 35 days that the dealership had possession of the car. I can only assume that *** ***** didn't think I would have any type of proof to back up my claims, or maybe he's colorblind. I don't know. I'm glad to have initially learned though through this BBB response from Rod Hatfield's and a random survey sent to me through my email this morning asking how service did for their 10-29-24 service that the "scratch" I requested *** ***** fix has had the corresponding part been ordered for it. *** ***** himself nor the dealership had contacted me in any other way to let me know they had ordered that part, up until this afternoon. Today, 10-30-24 at 1:24pm (call log proof attached), *** ***** contacted me to let me know that as a “measure of good will” he had contacted the parts department and ordered a replacement for the “scratched” part. He stated that although he couldn’t verify his team caused the damage or that I didn’t do it, they were going to replace it. While on the phone with *** *****, I explained to him that it wasn’t a scratch, but in fact was actually busted. *** ***** said he zoomed in on the picture and could see it was actually busted not cracked but couldn’t confirm they did it, because he wasn’t for sure if they had even had to bother that side of my dash. I found this odd considering he told my fiancée and I on Saturday that I would have been in shock with what my car looked like while they had it because they had to take the entire dash off except for the wheel and radio screen, that it all had to come apart to fix the evaporator core. I explained to him that there were numerous scuffs and scratches and dirty places NOT caused by me and that his service department did not take care of the vehicles in their possession. I am requesting they fix the other scuffs that they caused, as well as the dirty headliner as evidenced in the multiple pictures I submitted with my last response to this complaint.

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

  
  

  

  Business Response

  Date: 11/14/2024

  Again, we are sorry for this customer’s inconvenience But we feel that the customer’s vehicle has been repaired correctly and The glove box was adjusted to close properly in the vehicle was cleaned. Again, our managers never seen nothing green on the floor of this vehicle.  Unfortunately, our dealership cannot be responsible for the customer’s concerns as far as any scratches or damages to the vehicle because the customer never mentioned any of this, even when they brought it back the day after to have the glove box fixed, and the moisture in the carpet. We did order the one piece like I said previously, for the customer that they say is cracked as a courtesy from the dealership, but again even this piece was never shown to the dealership until later.  We do not feel there is anything else we can do other than we will call the customer when that part comes in. Please close this case.

  Customer Answer

  Date: 11/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have submitted over 50 pieces of evidence - photos, videos, text messages, even voicemail clips to support my claim. The dealership admits to having video and audio that shows me on the morning of 10/26 meeting with the service director. This video/audio would be proof of me SHOWING him the GREEN carpet. I already admitted in my previous rebuttal that I should’ve looked the vehicle over more carefully, but also explained that by the time I noticed the GREEN carpet it was past 6pm and so I had no choice but to wait till the next morning to return to the dealership and get anything done. It is not MY fault that the dealership conducts business in such a poor manner and refuses to take accountability for their actions, or that they are clearly colorblind. I refuse to settle. 

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

  Customer Answer

  Date: 11/28/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  In reference to complaint ID .********, , I agree to participate in BBB Mediation.

  Regards,

  ***** *****

  

  Business Response

  Date: 12/04/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Thank you.

• Initial Complaint

  Date:08/19/2024

  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.

  My car has a shift to park issue that is common for my model. Chevrolet has issued a service bulletin (19-NA-206) for the issue with the only requirement for replacement under warranty being that the customer complains about the issue. After dropping the car off and informing the service department that I am experiencing a shift to park issue, the first call I receive is that there is an issue with the part in question and its not covered under warranty. Service was not aware of the service bulletin. After informing them of the service bulletin, they continued to inform me that their diagnostic code was only stating that something is wrong with the part. They then refused to perform the Chevrolet recommended service that is covered under warranty and instead only offered to replace the whole part which is not covered under warranty. While paying to pick up my car, I asked the manager what piece within the Transmission Control could cause the issue other than the wiring and I'm told that there're other connections within the part that could be the issue. There are no other "connections" within the part. After paying my diagnostic fee, I took my car home and removed the part in question. There are no other "connections" within the component, only the wiring that is required to be replaced under the bulletin. After pulling the part and visually inspecting, the only explanation for my issue is a failure in the wiring harness that is covered by the warranty. The decision making by the dealership raises ethical or competence concerns. At multiple points, I was given misinformation, no research was done by the dealership, and instead of starting with the warranty repair after verifying my issue, they instead insisted on making it a non-warranty repair. According to their terms and conditions, a diagnostic fee is not due when the repair is covered under warranty. After making the warranty repair myself, I have been inappropriately charged by the dealer.

  

  Business Response

  Date: 08/27/2024

  The customer came into our shop and requested a diagnostics for his shifting concern. The customer authorized  the diagnostics and signed the job card. After our diagnostics and working with the guidelines provided by General Motors, we determined that this customer needed the shift module which is not covered under his warranty. Unfortunately at this time we do not believe we owe this customer a refund because we provide him with a proper diagnostic   

  Customer Answer

  Date: 08/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: The dealership did not do a full diagnostic of the issue because removing the part would have shown that the only possible explanation for my issue was the wiring harness which was covered under warranty. Receiving just a code and recommending full replacement is not a "diagnostic" service. Under this level of work, any car that comes in with a check engine light must be getting full engine replacements.  Again, after pulling the part and doing the warranty repair, I no longer had the issue or the diagnostic code that the dealer is relying on to avoid their warranty responsibilities.  There are only two parts to the transmission control, the plastic shifter mechanism and the wiring harness. The fact that my car was able to shift between each gear and park means that the shifter was working correctly. The fault being in the wiring harness microswitch as attached in the photo and the video.

  Furthermore, the service bulletin for my issue, states that the only condition for repair under warranty is that customer states they are having the shift to park issue. The dealership verified and confirmed my issue but then did not follow the service bulletin.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 09/04/2024

  Unfortunately, we are not going to be able to agree with this customer. As previously stated we feel that we did diagnose this vehicle correctly and we did communicate with General Motors on the customers complaint. The customer failed to show anybody that his vehicle did have codes in the system, but these codes were not the ones that the bulletin described. Again, we are sorry that the customer is unhappy with us, but we do not feel that we owe him a reimbursement on his diagnostic that he did authorize. Also let it be known that the customer has informed General Motors he no longer owns this vehicle. 

  Customer Answer

  Date: 09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: This dealership refuses to take any responsibility for its "diagnostic" services. Again, the dealership refused to follow the service bulletin provided by GM because they found a code that something was wrong with the part that was covered by the service bulletin. They only made aware of this service bulletin after attempting to have me pay out of pocket. When confronted with this information, all they could provide as their reasoning was that there must another (non-existent) part within the transmission control. It truly baffles me that a layperson could be better informed than entire service department.
  

  The dealership service department service experience was terrible on two occasions with my car in shop for 5 weeks over a 10 month period and the assistance from GM was also disappointing. After doing the warranty repair myself, I decided to sell the car because the thought of having to bring it back to this dealership and their service department was off putting. If you can't trust a dealer to service your car correctly, then why own the car.
  

  it's hard to imagine a worse experience as a customer.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/30/2024

  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 Thursday July 25, 2024 the starter failed on my Chevrolet Silverado. AAA roadside started the truck by hitting the starter solenoid. I drove it to Rod Hatfield Service department. I requested a new starter be installed by their department. They said I must pay a diagnostic fee and leave it for the day. They shuttled me to my job a mile away. End of day Jose in service department called and said they tinkered with the negative terminal of the battery and said I could come and get the truck because it started. I went to pay and they asked for cash payment of 225.00 Later that night I was out driving and got stranded after dark on a farm. The truck does not start. I have had to rent a car for a few days. I requested my 225 cash back and they said no. I have called Manager ****** a few times and haven't heard back from him. Rod Hatfield Chevrolet service department has taken my money and left me stranded.

  

  Business Response

  Date: 07/31/2024

  Our service manager ***** has spoken to the customer numerous times and has explained to her that she can bring back the vehicle for this problem only and we will run diag. on it again at no charge. As of this date and time the customer has not done so. We have called the customer on 7/29 and 7/31 and spoke with her. She has to bring the vehicle in.

   

  Thank you

• Initial Complaint

  Date:06/10/2024

  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.

  Sales experience was a mess. Salesman left before done to go to another dealership, we were told the dealership would cover our taxes due on our trade ins. Normally that’s not part of a deal and we were ecstatic that they were willing to do that for us. Now 45 days later they say they won’t and have stated they have no recollection of that being promised. Dealer will make promises just to get you to sign and then ignore their promises. Bought 2 brand new cars. They set up our Chevy account without us around and set passwords for us, they lied and did shady things the whole sales process.

  

  Business Response

  Date: 06/14/2024

  The customer *** ******** has been made aware by several different managers of our management staff that the dealership includes sales tax as part of the deal. He is concerned about his property tax that he is being charged by the clerk's office for the vehicles that were titled in his name as of 01/24/24. That is each individual's responsibility and is something that is addressed by the state of Kentucky annually. *** ******** will be responsible for his property tax owed to the state Rod Hatfield Chevrolet will not be paying anything other than the sales tax included in his purchase.

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service 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.

  Multiple issues with this business that required me to visit their location several times this week. They have the product I paid for online, told me to come get it, and then didn't give it. Also took my vehicle there for service, check engine light came on the next day (brand new suburban) and they dismissed it. Other dealership said it should have been investigated. Was assured someone would return my calls in regard to all this, yet no one has called.

  

  Business Response

  Date: 05/28/2024

  Spoke with our Parts Dir. **** ***** and he said these were purchased thru GM and not our parts Dept. The part is on national back order, but we are trying to work with GM to try and assist the customer.

  Customer Answer

  Date: 05/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  This is not my only problem with your organization. You can't even pick up the phone and call? I left 2 messages with the business office prior to finally filing a complaint with BBB. The product purchased thru GM was just the cherry on top. 

  I will never patronize your business in the future and ill be sure to tell all my aquaintances about my experience as well. 
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/04/2024

  Our Parts Director **** ***** spoke with you last week and also spoke with GM reps. on 6-4-2024 and informed all parties that we would supply the parts as soon as the dealership received payment.  

  Customer Answer

  Date: 06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Did you read the original complaint where I discussed the check engine light on my 2023 suburban after visiting your service department? Did you read the part where i had to go back to pick up my wheel key?
  I wouldn't have just gone to BBB over one bout of incompetence, but I've encountered several, including calling your business office twice and receiving no response. I am blown away by the lack of EVERYTHING from your organization. GM informed me I'd be hearing from you today regarding the running boards. Otherwise, please refund my money. She said it would have to be initiated on your side. We own 5 chevrolet vehicles. I will take all my service and sales needs elsewhere after this experience, especially the lack of care in finding resolution.

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

  Customer Answer

  Date: 06/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: Did you read the original complaint where I discussed the check engine light on my 2023 suburban after visiting your service department? Did you read the part where i had to go back to pick up my wheel key?
  I wouldn't have just gone to BBB over one bout of incompetence, but I've encountered several, including calling your business office twice and receiving no response. I am blown away by the lack of EVERYTHING from your organization. GM informed me I'd be hearing from you today regarding the running boards. Otherwise, please refund my money. She said it would have to be initiated on your side. We own 5 Chevrolet vehicles. I will take all my service and sales needs elsewhere after this experience, especially the lack of care in finding resolution.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/14/2024

  We were able to assist the customer with this mater and remedy this issue for the customer. We are sorry the customer had this issue.

  Customer Answer

  Date: 06/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/02/2024

  Type:Product 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 March 8 th my husband and I had the yoyo scam pull on us. We were in Lexington for a VA dr appointment. I stop at Ron Hatfield Chevy dealership because my husband had been looking for a new truck. We was still in my car just looking and a sales guy come up to the car. My husband told him the truck we would be trading in was in Corbin and we would have to go get it. The guy said lets see what we can do. We spoke with a man about paperwork. My husband and this man a couple time what the interest rate would be were this man responsed with we will have to see. I then told this man we had our car though **** ** ******* and it has a 4.6 interest rate were my husband told him he would not pay a high interest rate. The man still never told him how much the interest rate was. I ask if we would have more paperwork went we returned and we was told yes. We left and came back to Corbin to pick up his old truck. The sales man called use 3 times while we were gone to see if we were coming back. When we returned a new manger was picking over little thing wrong with the old truck went my husband decieved we would leave. On the way out the door we was stop and told to take the truck because at this time we hadn't even test drove the new truck. My husband ask about finshing the paperwork because he still didn't know the interest rate and still no answer. We drove the truck and my husband return it the follow Wednesday. When the dealership finally contacted him the offer him a point decrease in the interest rate were my husband told them once again that he has offer that has better interest rates and that was the last we heard from them. The paperwork we received was upload below.

  

  Business Response

  Date: 04/02/2024

  This is the same response we made on ******** case that you closed on 04/01/2024, so we ask that you please close this case.

  On March 8th, 2024, *** **** came to Rod Hatfield Chevrolet from Corbin, KY (about an hour and a half away from Lexington). *** **** selected a ********* ****** **** *******, a deal was negotiated and agreed upon with a sight unseen trade-in value for his **** *** ****. *** **** signed all paperwork in the finance office and agreed to get his trade in and bring it back the same day and delivery of his new 2024. Upon the live appraisal, the New Car Manager did discuss few issues that were found with his 2015 and *** **** acted upset that these items were brought up. The Sales Manager then backed off pushing the issues and decided to honor the original deal that was already signed. *** **** took delivery of his new truck and left the dealership. *** **** had all the paperwork that he signed with him the entire time he was gone to get his trade in to bring to finish the deal to take delivery. *** **** was well aware of the interest rate for GM Financial that he signed up for.

• Initial Complaint

  Date:03/26/2024

  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 am being charged for a 2024 vehical which I did not knowingly purchase. Myself and my wife stopped at the Rod Hatfield car lot in Lexington Ky. We looked at a truck that I was interested in and tried to get the finance department to tell me what interest rate I was going to be charged. He kept changing the subject and telling me he would have to run it through the bank to get the actual numbers. He had me sign my **** ******* as he called it on a tablet and told me that it was the way they did that part now. I once again ask if that had my interest rate on it. He said no but that it was what I had to sign to give them the right to run my credit through the banks to get my actual interest rate. He then ask if we could go home and get my truck that I was wanting to trade in. He told my wife that once we returned with my trade he would have all the paperwork ready for me to sign. He said that all we liked was having my truck there for them to look at to be sure it was what it was supposed to be. We went home and got my truck to take back to Lexington. After I returned I gave them the keys to my truck so they could look at it. We sat there for a while and I started walking around when a guy came up to me and started telling me what he had found wrong with my truck. I let him know I would gladely take it back home. I picked up my keys and started out the door. The salesman and the finance guy walked between me and the door. at which time they started both talking. They first started telling me that I had made the deal and everything was just as we had descused before I left to go after my truck. I countenusly ask about my interest rate. I kept asking where the rest of my paperwork was. The finance guy kept saying, Ser you already finished that we did that before you left. I kept telling him I never saw or sighned anything with a interest rate on it. He kept saying I was getting what we agreed on. I kept telling him I never agreed to anything and never saw any numbers.

  

  Business Response

  Date: 03/26/2024

  On March 8th, 2024, *** **** came to Rod Hatfield Chevrolet from Corbin, KY (about an hour and a half away from Lexington). *** **** selected a ********* ****** **** *******, a deal was negotiated and agreed upon with a sight unseen trade-in value for his 2015 *** ****. *** **** signed all paperwork in the finance office and agreed to get his trade in and bring it back the same day and delivery of his new 2024. Upon the live appraisal, the New Car Manager did discuss few issues that were found with his 2015 and *** **** acted upset that these items were brought up. The Sales Manager then backed off pushing the issues and decided to honor the original deal that was already signed. *** **** took delivery of his new truck and left the dealership. *** **** had all the paperwork that he signed with him the entire time he was gone to get his trade in to bring to finish the deal to take delivery. *** **** was well aware of the interest rate for GM Financial that he signed up for.

  Customer Answer

  Date: 03/27/2024

  
  Complaint: ********
  
  I am rejecting this response because: i was never told what interest rate I was going to be charged even though I ask close to 10 times. I was told that I would recieve that and have paperwork to finish when I returned with my trade. Once I returned with my trade they took it complained about it and then refused to allow me to leave with it. I told them I hadn't finalized anything but they would not listen to anything I said. I did not agree to any interest rate because I was never told what the Interset rate was going to be even though I kept asking. The only answer I ever got was he told me rates had gone up and I clearly told him that if rates have gone up that mich then I don't need a new truck that much and I would wait till I can get a good rate. I pointesd out to him that I had spent 30 years building my credit and if I can't get a low interest rate then I'm not buying.  AS of today I have not seen anything with numbers on it but they say I signed it.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/29/2024

  Unfortunately, there is nothing that we can do for this customer as he did knowingly sign a contract with the financial Institute and on that contract it does show what his interest payments are.

• Initial Complaint

  Date:03/18/2024

  Type:Product 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.

  January 19th, I was contacted by a sales associate about an inquiry I placed on a car. He texted me with his personal number. We did all negotiations through text. I was told the out the door cost was 29,075. And to come in and sign paperwork. By time I got there they were closing, so he set my Chevrolet app, an app that tracks my car, he set it up with a password he created. After that we started to sign paperwork and he started complaining that he wanted to get home and rushed me through signing. By time I got home I seen that the out the door cost was actually 34,602.11. I went back to tell them I wanted the tire and wheels for 1310 removed along with the warranty for 4057 removed. They told me to think on it. I went back on January 26th and told them I thought about it like they asked and I was positive I wanted it removed. (Which is still 160.11more than I was told through text) on January 26th, I signed a paper along with **** the financial advisor stating I no longer wanted the warranty nor the tires and wheels. They told me it would reflect on my loan within 30 days. It’s now been 51 days. The place I have my loan through says nothing has been submitted or pending. When I call **** at Rod Hatfield I am told to be patient.

  

  Business Response

  Date: 03/18/2024

  First, let me state that we are sorry that **** **** has been waiting this long on her reimbursements for the tire and wheel contract and the extended warranty contract that she wanted removed. Let me assure you we at Rod Hatfield have been in contact with both of these companies, and as of today, one of them being the vehicle warranty has been reversed, but we are still waiting on the tire and wheel package. As soon as we receive the checks on both, we will forward them to **** ****s finance company.
  
  Thank you

  Customer Answer

  Date: 03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  as of March 22nd, three days after you said I had been reimbursed, the account shows I have not. 

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

  

  Business Response

  Date: 03/29/2024

  Rod Hatfield Chevrolet has made all refunds to the financial institute.

  Unfortunately we cannot tell you when your financial institute will update their system showing the refunds.

• Initial Complaint

  Date:06/16/2023

  Type:Customer Service 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 Traverse to Rod Hatfield on 6/12 for an appt on Monday, 6/13/23. I detailed on the overnight slip that "Popping/Creaking noises from front end. The noise happens when I turn the wheel or go over bumps of any size in road, the noise isn't consistent, but when it starts it doesn't stop until the car is turned off for a few hours or set overnight". I was told the sway bar links needed replaced, but also, that I had a power steering fluid leak in my high pressure hose going to my rack & pinion that had to be fixed quickly or my power steering pump would fail (if it already hadn't failed, they couldn't tell until they fixed the hose first to know) I was told for everything I would pay $1800, the hose was on back order and an SOS was put out to Chevys across the US for this part. At first (out of fear) I agreed to the repairs, called around and was quoted by another company they could fix the hose issue for $900 & have the hose by next day. No brainer. I let Rod Hatfield know to just repair the links. I was told the links were $330 & asked if I was still paying for the hose $140, which the other place told me $60, then told when I said no that I had to and miraculously it was found overnight by another dealer and on its way, after some arguing, they did change their mind. My invoice was for $389 (the advisor forgot one of the links on the quote) and when I got my receipt it stated that, get this, the "CUSTOMER STATES power steering fluid leaking and that the noise is continuous until the car is off or sets overnight". WHAT?? I said, WHOA, I never said it leaked! My advisor came out and told me it automatically fills that in and told me they would re print it without it. I said oh no I'm keeping this. Then I take my car straight to the other company where the pressure lines as well as hose to rack & pinion & reservoir was inspected, and oh what a miracle. No leaks were detected. I even placed cardboard beneath it, and nope, nothing on it as well. They are crooks.

  

  Business Response

  Date: 06/29/2023

  First let me say we quoted this customer factory parts, not aftermarket parts. Factory parts come with a premium price. The part that the customer was referencing to was on back order and we did put a spec case on it unfortunately we cannot control when a part will come in and we try to explain that to the customer. As far as the leaks, our technician did find wetness at the ends on the hoses at which time we did recommend replacement. We do not feel we did anything wrong to this customer as we try to be fair and honest with all of our customers, whether they purchase their vehicles from our dealership or not.