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:12/02/2024

  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 car there for body repairs. The repairs are incomplete. I sent them a legal request to not use aftermarket parts, and I was not notified in writing my headlight would be an **** special. Paint doesn't match, nothing is lined up and gaps are awful. I brought this to the .managers attention and did nothing. *********************************************

  

  Business Response

  Date: 12/03/2024

  We have contacted the customer and are working with him to solve the issue.

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

  
  

  After their 3rd attempt at repairs, paint is already chipping and coming off. The hood is not lined up. White paint on plastic that isn't supposed to be painted. I even went so far as to talk to the ** at the store and he told me he thinks it looks great. I am tired of dealing with these shady people and their sub par work. ***** the ** failed to make sure his customer was happy. 0 follow up. I have all the pictures required and every interaction recorded. Why pray on customers who need their car?  

  Regards,

  
  

  ****** *****

  
  

   

  

  Business Response

  Date: 02/13/2025

  As per our GM, that is as far as we going.

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  They cannot paint or fix the car properly and has been paid for. There is plenty of evidence on ****** reviews.
  
  Regards,
  
  ****** *****
  
   

  
  

  

  Business Response

  Date: 03/13/2025

  No after market parts were used on this vehicle. We believe everything is fine with this vehicle.

• Initial Complaint

  Date:03/28/2024

  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.

  I filed an original complaint with the bbb. I received a response back from the company basically stating they did only what was required of them in regards to the repair of my vehicle's a/c. Of course this is also a case of he said she said but I WAS NOT told that the a/c still was not working properly until after I picked it up and attempted to turn on my a/c and discovered it was not working. I then called my service advisor and at that time I was told it was not completely fixed and I would need to take it to a jeep dealership to have it looked at but that it appeared to be the thermostat was not opening and closing properly. I brought it to jeep and they did not see an issue with the thermostat but that my compressor was blown. I later found out that it is common when a condenser is damaged in the way that it was, for the pressurized refrigerant to leak out. The refrigerant contains lubricating oil for the compressor, so when the gas pressure drops below about 2/3rds, the system shuts down which is OK, but it is quite common after several tears for the no longer active compressor to corrode and fail to work once the system is repaired. It seems that any extra effort to thoroughly inspect the a/c system was not done. Especially if the tech and his team did what was stated, which was only do the work requested by insurance. I still do not see how it is justifiable to give me a vehicle that was not properly repaired. If this was out of your regular scope of ******* it is a jeep, why would that not be pointed out and the work just outrightly denied as it could not be properly completed. Especially when the insurance and the service advisor were aware of the fact that the damage to vehicle happened in ******* and it was driven all the way back to ********* so it was completely possible for there to be further damage other than the damage I pointed out. I thought at the very least, **************** would have contacted me directly to discuss this issue.

  

  Business Response

  Date: 04/19/2024

  I spoke with or General Manager and we stand with the first response. Our Body Shop Manager gave the proper information about the vehicle.

   

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

  Trapp Cadillac Chevrolet Inc.

   

• Initial Complaint

  Date:03/05/2024

  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 vehicle was not fully repaired. I dropped it off at trapp to have the condenser replaced per their inspection. The condenser was replaced and I picked up my vehicle. When I turned on the a/c, it was not cooling. I contacted the advisor and informed her that it still was not working and was then informed that there is still something wrong with the a/c and even though their equipment that reads error codes was not specifically made for jeeps, it seemed as though the thermostat switch was not operating properly and I would need to bring it to my own dealership for the repair. I brought it to a jeep dealership and they informed me that my compressor had blown out and therefore destroyed the brand new condenser I had put on. I spoke with the Trapp service manager, ****, and was told they fixed what they were told to fix and nothing else is there responsibility. Why was a brand new condenser even allowed to be put on if there was another problem found? Why was I not contacted and offered the option to either fix it with them or take it somewhere to have it fixed before the condenser was put on? I don't expect them to be liable for the compressor going out but they gave me an unfinished a/c repair and sent me on my way. That is incredibly irresponsible and unprofessional and now I will be liable to not only fix the compressor but the condenser as well plus anything in between. I feel incredibly helpless after they refused to take any responsibility for the lack of effort to not only communicate the issues with me but to back me into a corner of putting new equipment into a faulty system and releasing that vehicle to me knowing it was not properly repaired. The bare minimum that they were required to do is all that they did and now a $700 repair will cost me thousands. Please help!

  

  Business Response

  Date: 03/06/2024

  The customer came to the dealership with a repair estimate provided by her insurance company. The repairs entailed replacing the condenser on the ** system due to a rock impact. That was the entire scope of the repair.We replaced the condenser and noted no other damages related to the rock impact.We then charged the ** system with freon and found it was not functioning (cooling) as it should and was not caused by the original damage it was brought to us to fix. We advised the customer to have the vehicle inspected at the local Jeep dealership at her expense to see what was causing the issue. We again advised her to have it inspected further when she picked it up on Dec 1,2023. We heard nothing from the customer until March 4, 2024. I have no idea when it was finally brought to be inspected or how long it was operated causing the subsequent damage. In conclusion, Trapp Cadillac Chevrolet only performed the work the customers insurance claim authorized us to do. Again, we did notify the customer of a potential problem as well. While I do fully sympathize with the customer, I do not feel ********************** is at fault as we only did what we were authorized to do. 

• Initial Complaint

  Date:09/29/2023

  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.

  Trapp Chevrolet refused to take my 2016 Malibu to service it, because I was not in their system. My engine light is on, my infotainment screen is blank. I still have warranty left on my car. All I wanted was for them to fix the problems and they refused to make an appointment for me to bring my car in.

  

  Business Response

  Date: 10/17/2023

  If the car was not bought at Trapp and has over ******* miles on it, we do not work on them.  A 2016 Malibu will not have any Manufacturers Warranty on the vehicle. Please send me the vin on the vehicle so I can verify that the vehicle was not bought at Trapp.

   

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

  Trapp Cadillac Chevrolet Inc.

• Initial Complaint

  Date:04/06/2022

  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.

  On March 25th I made a down payment of $**** on a Chev **** pickup truck. On the 29th I put down another $****. For a total of $5000. Traps representative ************************* the truck back and forth between the shop and the sales department without saying a word about the front end of the truck. When I left and was driving on the road I had need to engage the brakes. The truck almost left the road. Trapp has now had the truck since then. ************* has also indicated they want me to pay for the repairs. I have been out of work a week. I have already paid Trapp every cent I had. At this time I have no idea how I will make the first payment. Please I am 70 yrs old, partly disabled and need help.

  

  Business Response

  Date: 04/18/2022

  We spoke with **************** and the problem has been resolved.

   

   ***********************

   Trapp Cadillac Chevrolet Inc.