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:03/26/2025

  Type:Sales and Advertising 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 2019 ****** Corolla (VIN *****************) from Friendly Chevrolet on 3/21/2024. A few months into owning the vehicle, I noticed that I had not yet received the title and noticed via the Driver and **************** website that the title application was still "under review." I contacted *** regarding this, and they advised me that the dealership had begun the online process of transferring the title but had not provided the *** with the necessary documents or fees to finalize the process.I have since sent numerous emails, made numerous phone calls, and visited the dealership in person. I have been consistently told, "I will have [this person] follow up with you," followed by little to no follow-up. Specifically, the only follow-up I have received is as follows:- Email from ***** *******, ********************* Manager, on 9/4/2024 - "I apologize for the delay on this with the title for the Corolla. I spoke to my title clerk and she currently working on this for you! She should have something for you by next week."- Email from **** ******, Sales Manager, on 12/23/2024 - "Just following up regarding the title. We tried to call but the phone was acting weird. Our title Clerk was out sick so we will be following up with you again on Thursday. Have a Good Holidays."After hearing nothing further, I contacted the *** dealer unit via phone on 2/5/2025 and learned that the dealership was waiting to receive the title from the auction house from which the vehicle was originally purchased, meaning they sold the vehicle to me without the ability to transfer the title.Since the email from ****, I have sent three additional emails requesting information or the ability to return the vehicle for a refund and have been met with absolutely nothing.I have a new vehicle, and have not driven the Corolla for the last 4 months. I have not been able to sell it since I do not have the title, and as such have been forced to keep paying for the car and insurance.

  

  Business Response

  Date: 04/23/2025

  We continue to reach out to the Manheim Auction where we purchased the car from to try and get the Title. They are working with the dealer that sent it to auction as well. We have been in communication trying to get this handled one or twice a week every week. Our used car Manager **** also reached out to the guest as he says he wants to sell the car. We are willing to look at the car and possibly buy it back from the guest so he does not have to worry about owning while the title is delayed. We would be the one waiting on the title then. We have not heard back from the guest in regards to if he would consider this option. 

• Initial Complaint

  Date:08/31/2023

  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 vehicle from them less than 2 years ago. They sold me an extended warranty and GAP insurance, which I purchased to protect myself from financial hardship before the loan would be paid off. I did so because the last vehicle I purchased from them had a serious breakdown while I still owed about $2000, and that had to be added to this vehicle. However a year or so into the loan I had a major repair, which the warranty denied half of the repairs. It seemed one of those fluke things with cars, but I was without a vehicle for about 5 weeks and still paid almost $****. I accepted it and hoped it would be the reliable vehicle I had hoped to purchase for the remainder of the loan. However August 21st or 1st it died and I took it in. This time it was a huge pistion, engine, oil thing. The warranty denied all of it stating "low oil" and was my fault. I have taken it to the dealership for every oil change and paid attention to the recommended mileage on the sticker they put in my windshield. I wasn't informed of low oil or of the recommended **** instead of **** miles until this breakdown. Once this happened the person told me this vehicle consumes more oil then regular and that even the manufacturer has stated it, yet my knowledge was on the sticker they put up. I researched and found ******** has a class action lawsuit trying to deal with this problem. If it is known to the dealership and they have been changing my oil and seeing it low, how is it my responsibility to pay this repair that the warranty denied. I've gone to them because I wanted to make sure the warranty couldn't deny a repair based on unknown companies working on the vehicle, yet they misinformed me. Now I'm financially in ruins, still have $12000 on the loan, and lost all trust in them with my vehicle. I need them to reimburse me for the repairs. I am terrified of this vehicle and need to eliminate the loan so I can get into a reliable vehicle.

  

  Business Response

  Date: 09/06/2023

  We have reached out to the extended warranty company to try and get coverage for the repairs needed on the car. We are waiting on the response from them. Oil consumption on these engines is typically something they cover the repairs for. I am not sure why it was declined. I also reached out to the ***** and let her know where we are at in the process. We will reach out to her once we hear back from the extended warranty company. 

   

• Initial Complaint

  Date:04/19/2023

  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.

  April 6th, 2023 is the transaction date. I had a motor that Friendly Chev in February 2023. The motor leaked oil and siezed, and wont start or run. The oil leaked from the radiator coolant that The Dealer replaced at the same time the engine was replaced. The replacement of the cooler and the engine took almost a year. Employee's that were contacted were, *************************, ********************* at the Dealership. They told me that the repair wasn't covered under the warranty. They said that the issue was due to an external issue and not an internal issue. I have the warranty and will forward that to you if needed. It is in the warranty that all of the issues are covered, that I am experiencing with the Van. I would like to have my Van fixed due to their warranty that they need to honor.

  

  Business Response

  Date: 05/03/2023

  The vehicle did come in for an engine replacement on 9-11-2022. As part of that repair, we did replace the radiator with a Napa part as the ** part was discontinued and no stock available. The oil hose fitting in the radiator failed. The guest drove the vehicle until it ran out of oil and the engine locked up from lack of lubrication. The radiator is the failed part in this case. The engine damage came from radiator failure not internal failure of the engine that would be covered. The warranty on the radiator is 12 months part only but Napa does not cover the consequential damage of the engine. If it was an internal failure of the engine not from an outside source the warranty is 3 years ******* miles. ******** the engine has failed due to an outside part failure. This is why we are not able to honor the warranty on the engine in this case. 

  Please let me know if you have any additional questions. 

   

• Initial Complaint

  Date:01/12/2023

  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 brought my 2014 ***** impala in for electrical diagnosis. I explain to the technician what was going on. I told him that I was at a previous auto shop that said it was not my factory amp thats in the trunk. I told them that I had water leakage, and that the engine harness could possibly be damaged. I wanted further electrical testing on that certain issue to see if my engine wire harness has been damaged, they had my car for two days. I received a call from ********************* telling me the exact same thing I told him upon checking on my car and they charge me $150 for a diagnostic fee for something that I told him prior to check in , this business totally ripped me off. I will never return and I would not recommend this to anybody else.

  

  Business Response

  Date: 01/16/2023

  There was no charge for the diagnostic work done on this vehicle. We advised the guest that the Amplifier would need to be replaced for water intrusion and may need additional work for corroded wiring once that was replaced. The guest declined repairs at that time and did not pay any bill.  According to our system, no payment was ever taken for any work performed. 

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair 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 initially brought my car in for a recall last year. I was told the car was serviced and the car was returned. Later the car had the same issue so the car was returned for service last month. The dealership is now refusing to honor the recall as it said it expired 11 months prior.The recall and issue is a known issue and a factory defect. This issue shouldnt cost me $1100.

  

  Business Response

  Date: 01/12/2023

  In regards to the 2012 Equinox for *************** (*****************).
  
  The car was brought in on February 2nd of 2022 for an emissions recall. This recall was to replace the rear oxygen sensor as it may provide inaccurate information to the engine control module. We replaced the sensor as to complete the recall and the vehicle was

  returned back to the owner on the same day. The car was brought back on December 12 2022 for a concern of a rotten egg smell that still happens even though the recall was completed. Upon inspecting the vehicle, the technician found a code PO420 for poor

  performance of the catalytic converter. We gave an estimate for repairs in the total of $1100.00 as replacing the catalytic converter is not part of the recall on this vehicle. To try to provide exceptional service, we reached out to ************** on the guests behalf

  on the 22nd asking for any possible goodwill cost assistance. ************** was not willing to participate in the cost of the repairs needed.
  

  The vehicle is still at the dealership waiting on the approval for repairs from the owner. 

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because:
  
  The rotten egg smell was the reason the car was brought in 2/2022. The recall for the catalytic converter was on the vehicle but was not replaced. I was told that some didnt need a replacement, later to find out that my vehicle still had the issue and that mine indeed needed to be replaced. 
  

  The issue here is that GM is aware of the catalytic converter needed to be replaced for all the vehicles, but apparently the bulletin/recall to replace the part at GM is expired 1 month before the car was brought in. I was told on the phone it would be serviced as apart of the recall and when I brought it in I was told I missed the recall. 
  

  I authorized with ****** on 1/12 the service at the price of $1100 however it egregious to pay such a high cost when this is a known issue previously recalled for service.

   

  I had no idea this is how GM does business and it seems they are indifferent to the issues and concerns raised. 
  

   

   

  

  Business Response

  Date: 01/16/2023

  The open recall on the vehicle when it came in on 2-10-2022 was N192268180. This recall is to replace the oxygen sensor and that is what was completed. At that time there is nothing noted on the paperwork about the odor either. This was the only recall on the vehicle at that time. This vehicle did have an special coverage for a converter replacement due to excessive oil consumption that had expired before it came in. When the car came back in December, we did reach out to ************** for cost assistance and they were not willing to provide any.
  
  At this time, we have done everything we can to get cost assistance for the repairs from **************.  I would advise that ************** reach out to ************** for possible reimbursement *************) 

  Customer Answer

  Date: 01/17/2023

   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.

  I dont think my complaint was with the dealership but the manufacturer.

• Initial Complaint

  Date:06/03/2022

  Type:Service or Repair 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 have refrained from reporting this business, but i have reached a limit. I have had my car in the service department every month since december, and my engine light continues to come on and needing to go back into the shop, each time charging diagnostic fees of $160 per visit, and thousands of $ in warrant work, now my warranty is up, and the engine light is on again. At this point, I am firmly believing that they are purposely NOT fixing the car so i have to keep returning and keep getting charged.

  

  Business Response

  Date: 06/03/2022

  Regarding the 2016 Chevrolet Trax for ***********************.
  
  The car has been in multiple times since December for multiple reasons. Here are the dates and mileage of the visits in the last 12 months.  
  
  December 14, 2021, at ****** miles the vehicle was here for a check engine light and a noise. The coolant temp sensor had failed.  We also found an oil leak, coolant leak, and a suspension component that needed to be replaced. Out of those items the guest portion of the charges not covered by the warranty was $305.89.
  February 4, 2022, at ****** miles the car was in for a check engine light, blower motor not working, and bulbs that were out.  The check engine light was a fuse that failed. The total repair cost to the guest was $462.07 for the was not covered by the warranty.
  April 11, 2022, at ****** miles the car was here for a coolant leak. One of the parts replaced in December for the coolant leak had failed again and was replaced at no cost as it was covered by a parts warranty.
  May 26, 2022, at ******* miles the car was here for just an oil change with no mention of any additional concerns.
  
  So, the car has been here two times since December for a check engine light concern. Both times it needed a different repair.
  
  Currently, we are more than happy to check out why the light is on and perform the diagnostic at no charge to the guest. At that time, we can provide an estimate for what the repair would be. If it a part that was replaced on the previous visit it could be under a parts warranty still.
  
  Please let me know if you need any additional information or assistance from me on this case. 

  Regards,

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

  Fixed Operations Director

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

  Customer Answer

  Date: 06/07/2022

   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 at this time