Complaints

This profile includes complaints for Jack Burford Chevrolet, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jack Burford Chevrolet, Inc.

  819 Eastern Byp Richmond, KY 40475-2569

• 

  Jack Burford Chevrolet, Inc.

  PO Box 450 Richmond, KY 40476-0450

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:03/25/2024

  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.

  Put money down on a vehicle traded in a perfectly good vehicle drove the new vehicle less than 50 miles check engine light come on and it’s having transmission problems and won’t shift in and out of gear and the dealership is telling me they can’t help and it’s only been three days

  Business Response

  Date: 03/25/2024

  Customer bought a used truck that was sold as is no warranty that Customer had opportunity to drive before delivery but declined. Vehicle had federal recalls on it that had to be completed as required by federal law before it could be delivered. Retuning vehicle is not an option as customers paperwork has been completed with the lending institution. Customer trade has also been sold in the normal course of business. We will be glad to drive the truck and inspect. After inspecting the truck we will discuss options that we may consider without any commitment prior to inspection. Vehicles sold as is with no warranty are final. Customer was aware of as is status per paper work provided. Any consideration would be a one time good will not an implied warranty as vehicle was sold as is. Please reach out if any questions arise.

• Initial Complaint

  Date:09/06/2023

  Type:Product 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.

  I placed a refundable $100 deposit for a pre order of a Blazer EV, on 8/8/2022. I decided against getting that vehicle and contacted Jack Burford Chevrolet via email through their website on or about 7/6/2023 to inform them that I wanted a refund. General Manager ***** ********** responded via email on 7/7/23 and stated that my deposit had been refunded. I never received the refund to my credit card. I emailed ***** on 7/29/23 letting him know I hadn't received the refund. I emailed again on 8/13/23, and never received any responses to those 2 additional emails. I called the dealership and asked to speak to the GM on 8/26/23, and I was connected to **** the sales manager. I again asked **** to refund the $100 deposit and he said he would. Again I never received the refund. I called **** back on 8/30/23 to let him know I still had not received the refund, he did not answer, so I left a voicemail to that effect and asked him to call me back with status. He never called back and I still have not received the refund. At this point I'm tired of hounding this either incompetent or dishonest dealership to refund my deposit so I'm filing a BBB complaint.

  Customer Answer

  Date: 09/11/2023

  
  Better Business Bureau:
  
  This complaint can be closed. Jack Burford contacted me and provided a refund via check which I received today. 
  

  
  

    Sincerely,
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free 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 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:07/10/2023

  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 purchased All State Complete Protection from this company when I purchased my new vehicle (2021 Ram 1500 on 2/25/2023 for $1357.00) with the understanding that a refund would be available in the event the service was not needed or unwanted. After attempting to have several local service venders (Shelbyville KY area) utilize the service agreement and be denied service due to their previous interactions with All State it was determined that I would be unable to utilize this service and requested a refund from All State on 6/20/2023 and was sent a document stating I was to receive a refund in the amount of $1235.81. This information was sent by All State to **** ******* from email address ******************* After 3 contact attempts ***** ********** ***************************** responded on 6/29/2023 that he was having his office check the status. As of 7/7/2023 I have not received any further correspondence or a refund.

  Business Response

  Date: 07/20/2023

  From our records he initiated the cancellation with Allstate directly and we were not informed until customer got us involved. It is not our intent to ever hold someones refund amount. To this date, Allstate still has not cancelled the product. We're using the information provided in customers email threads to cancel product so we can get him the refund in a timely manner. Thank you. Please let customer know his issue is being resolved. 

  Customer Answer

  Date: 07/21/2023

   
  Complaint: ********
  
  I am rejecting this response because: This has been going on for over 4 weeks since the refund request was started and over 3 weeks since **** ******* stated they would look into this request. I don't see how this timeline is a timely manor. If the amount of the refund is changed due to the delay in cancelation and refund I can only believe that this process is meant to allow the companies to maintain as much money as possible while claiming to provide timely refund services. Which would be unacceptable in most other practices. Please provide the amount requested in the original documentation by Allstate so that we may all move forward from this.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 07/28/2023

  Please see the attached terms and conditions of the customers Allstate Service Agreement. It specifically states in order to expedite your cancellation to contact the seller. Which in this case would be us. The customer reached out to Allstate first which has delayed the process like I previously stated. Also client has filed a claim with the AG of KY. Not 100% why this has escalated to this level, but we have completed everything on our end and just waiting on the funds from Allstate. Once received, customer will be reimbursed. 

  Customer Answer

  Date: 08/05/2023

   
  Complaint: ********
  I am rejecting this response because: Rejection only to keep this claim active until the funds are received. All State has canceled the policy but reimbursement has not yet been received. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:05/25/2023

  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.

  Motor went out of my 2016 GMC Terrain at 70,000 miles so it was under warranty and was replaced by Jack Burford in June 2021. Took back again at 118,000 on 5-17-23 for a blew up motor once again. They have not returned my calls since 5-17 or gave me a replacement car while mine is in their shop. I have spoke with Ricky Middleton on one occasion, he was nice, but never returned my call... as no one else has either. I was told it was a new motor in 2021 but it has been told since 5-17 when I took it in that it would need replaced again bc it was a used motor that was put in my car in June 2021. I was told at that time that the motor was new and no one told it was used. I cannot get help with this issue after several attemps and my car is still sitting in their garage, no one calling, no car and I have small children to to transport to therapy and no way to get there. I am very disappointed in their unprofessionalism manners and the rudeness I have experienced with just trying to speak to the receptionist to get my call to go through so I can find out what is going on w my car. I should not have 3 motors in my car at 118,000 miles and i should not be treated so unfairly because I am a woman trying to get through and the men act like I am stupid and laugh and make fun when I call. I would go there in person, but it is hard when my family doesnt live close and I have no means of transportation. All I want, is the motor replaced like it should of been in 2021 while under warranty and a rental provided so I am not stuck with no means to take my kids where needed.

  Business Response

  Date: 05/25/2023

  We have no historical data nor current data on this particular vehicle mentioned. I believe you have our Dealership confused with Adams Buick GMC. That is where ***** ********* is currently employed.

• Initial Complaint

  Date:08/26/2022

  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.

  I took my car to Jack Buford on 8/9 for an oil leak after trying another company. The car was covered by a power train warranty that I was told by another dealer they should take. After looking at the car, I was told it needed a timing belt cover/gasket, cam soleniod seal, crank seal cover, valve cover gasket, and water pump gasket. Once they started the work I was told another major part for $2,800 part would also be needed. I declined to proceed and came to pickup the car. After picking it up, the car broke down within two blocks of the dealership. I paid to have it towed back. The service rep said the car would not hold antifreeze or the belt stay on due to needing repairs. After being charged $610 for them to destroy my car and another $79 for towing the car back to the dealership, I spent another $47 to rent a U-Haul trailer to tow the car to Dan Cummins in Paris. After looking over the car, the service advisor at Dan Cummins said the reason the car wouldn't hold antifreeze was due to the technician at Jack Buford not putting a clip on a lower radiator hose. In addition, the belt was installed incorrectly which basically made the car undrivable. I was also told the part for $2,800 that Jack Buford wanted to replace was fine and it would take over a $1,000 or more to repair the damage Jack Buford did to the car and may void my warranty from completing the needed repairs.

  Business Response

  Date: 10/06/2022

  Customers original complaint stated that there was an oil leak. Customer stated water pump was replaced at home and ever since that repair oil has leaked from the vehicle. Our technician diagnosed and confirmed the oil leak coming from valve cover timing cover and head assembly. We recommended replacement and customer declined due to the service contract purchased at Dan Cummins would not cover the repairs. We also recommended after diagnosis the radiator hose and drive belt which customer declined for same reasons as above. During this visit it was documented and we advised client not to drive vehicle and it needed to be towed at his expense to Dan Cummins for them to diagnose and cover under the Service Contract they sold to customer during delivery. Customer did not take our recommendation and drove unit. Unit broke down and was towed back to our shop and then was confirmed again that the leak was coming from head due to it being cracked. We did not complete any repairs due to service contract declining claim and unit was taking back to selling Dealer. Due to our company advising client not to drive and the service contract declining the claim we do not as if we have liability to refund customer at this time. Thank you. 

  Business Response

  Date: 10/12/2022

  As a company we have completed our part on documenting and discussing concerns with client.We hate the situation but we tried to avoid it with proper documentation and conversation. Please attached tech notes which states not to drive vehicle, which was communicated to client. Please attached pages from repair order. 

  Customer Answer

  Date: 10/17/2022

  
  Complaint: ********
  
  Unfortunately it does not appear the dealership is going to take ownership of their mistakes. Again, the service advisor did not advise me not to drive the car. I would ask anyone if they read the paperwork before driving away. Instead they expect the advisor to tell them all the details. He even had an attendant drive the car from the back to the front. This is besides the fact I drove the car in so why wouldn't I expect to drive it home.

  The dealership also did not address the fact they incorrectly installed the belt and left a radiator hose clamp off which is why I could not drive the car. After fixing these two errors, Dan Cummins Service said I could drive the car home while monitoring the oil.  This neglect in work is what caused the extra money be spent. 

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