ComplaintsforVan Chevrolet Cadillac

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2019 *** ****** in for a "SHUDDERING, CUTING OUT on hills" feeling. The advisor instantly asked oh like rubble bar feeling and said No, it feels like it's cutting out. They instantly came back with a $4500 repair for a torque converter. I asked specifically if this costly repair would fix the issue? "Sure, let me read to you what our transmission got said......." Very long story short, $4500 later left me with the EXACT same sensation i had before bringing this car in. They've tried throwing parts at it at my expense of course because they honestly don't know what's wrong it. So I being the only that is affected by their shady work and constant wasted expenses put my foot down that they'll never touch another car of mine ever not will they profit of me. They have put words in my mouth that I said it was shifting funny. NOT once did I ever say those words. My car still has no change in the way it drives now vs before I took. It in and I paid them $4500! I want a full refund and full printed documented diagnostic papers of my transmission testing before and AFTER claimed torque converter fix. I will also NOT deal with *** or whoever their customer specialist is nor their service manager ****** or however you spell his name. Time the dealer manager knows the shady work that is going on

  Business response

  05/02/2024

  ********** original complaint that was wrote up during dropping the vehicle off and signing off on the diagnosis
  “CUSTOMER STATES AROUND NEIGHBORHOODS 10-35 MPH CAR FEELS LIKE ITS
  SHIFTING WEIRD LOSING ACCELERATION ON LIGHT ACCELERATION
  ESPECIALLY UP HILL CHECK AND ADVISE”
  Our transmission specialist scanned the vehicle found no codes. Our technician test drove the vehicle per customers complaint of 10-35 mph vehicle feels like its shifting weird and losing acceleration especially up hill, technician found at low speeds, light acceleration up a hill a transmission slip. We used a GM GDS computer to monitor TCC slip speed during the test drive. We found during light acceleration on a hill vehicle’s transmission slipping speed would increase 80 rpm. With these results we recommended replacing the torque converter assembly. ******** approved replacing the torque converter. After replacement of the torque converter we test drove and monitored slip speed again which was completely gone. Upon sitting in the vehicle after the test drive our technician found a slight misfire without an engine light or code in the system. We monitor the misfires on our scanner and found nothing. We created a TAC case #************* for a field engineer to evaluate this slight misfire at an idle. The field engineer came out and verified TCC slip speed was gone. Verified vehicle at an idle had a slight misfire feeling without any codes or misfires being picked up on our scanner. The field engineer sent from ******* ******* recommended a fuel injection service for possible carbon build up on the intake manifold. We removed the intake manifold verified carbon build up which we performed a complete fuel induction service at no charge to the customer for customer satisfaction. The slight misfire with no indication or an engine light or misfire’s being picked up on the scanner was still intermittently present. GM field engineer’s next recommendation was to replace all fuel injectors. We priced all fuel injectors at employee cost on the parts with zero labor charges for customer satisfaction. ******** declined the fuel injector’s, myself ( service manager ) ***** ****** and ******** agreed to test drive the vehicle to ensure she was happy as this was an intermittent misfire feeling. ******** upon coming back from the test drive prior to paying her current service bill of only the torque converter said she was happy and did not feel any current issues. I agreed with ******** that it was intermittent and it didn’t happen all the time and that the slipping of the transmission was masking up a secondary issue. I agreed to honor the fuel injector replacement at employee cost of the parts and free labor for 45 days. ******** two weeks after taking the vehicle and paying for the torque converter job said the intermittent misfire feeling was bothering her but she did not want to replace the injectors – she told us she would probably trade the vehicle in. We have not heard back from ******** after that phone call. We had a field engineer out at no cost, performed an fuel induction service at no cost, offered assistance on her secondary issue that was masked by transmission slippage. ******** has sent in a BBB complaint with her statement of “shuddering, cutting out” which contradicts her original complaint with her signature of “customer states around neighborhoods 10-35 mph car feels like its shifting weird losing acceleration on light acceleration especially up a hill” We provided sufficient evidence of our GDS scanner and photos of the transmission slippage before and after the work was performed to our GM field engineer who agreed this vehicle has two different issues.
  
  
  
  ***** ******
  Service director
  *** *** ****

  Business response

  05/07/2024

  To Whom It May Concern:

  When the customer dropped her vehicle off at the dealership for repair, she signed off on the concern that was documented on her receipt.  We test drove vehicle with GM Diagnostic attached to it letting us know that it was the repair we did.  We noticed a slight misfire.  We did let her know there was another issue with a misfire that unfortunately wasn't covered due to being out of warranty.   GM Engineer recommended a complete fuel service which we did at no charge to the customer.  We did give her an estimate on replacing the fuel injectors which she declined.  We did offer to do this repair  at no charge on the labor and parts at employee cost When the customer picked up the vehicle, she drove it prior to paying the bill to make sure she had no concerns.  She told her advisor she was fine with it.  She called in a week later with concerns.  Again, unfortunately her vehicle wasn't covered under any type of warranty.  We informed her of all the repairs along the way and she approved the work.  We didn't do anything wrong.  

  Customer response

  05/14/2024

  
  Complaint: ********
  It's like beating a dead horse with this company, and so full of lies! I was NEVER told it was misfiring and I had 2 issues from the start! I want documented proof of that! I'm also still waiting for the print outs of my transmission testing before and after the repair. I'm entitled to those so please provide them to me.  Also I told **** flat out that my car needs to be driven as normal and I'll see how it feels.  My car had sat for 6 weeks at the dealership so it was be no means warmed up and been driven as a normal vehicle.  I was also told by the service manager that I was MORE THAN WELCOME to take it and drive it for a few weeks and to see how it felt and let them know. So that is EXACTLY what I did, as instructed! Not only have I decided to never own a GMC again just by the quality of the vehicle but the customer service from the dealership all the way to the GM Customer care has been the worst service I honestly have experienced in my life. A flush was also not recommended and denied by me. You guys did all of that on your own because you were grasping at straws. Again, as stated by the service advisor, "Yes, we are throwing parts at it because we don't know what's wrong!" 
  
  Sincerely,
  
  ******** Johnston

• Initial Complaint

  03/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bait and Switch pricing. Dealer advertised pre-owned 2014 GMC online for $22,995. Visited dealer for test drive then returned next day to purchase....Additional $1,885 was tacked on to the price for no apparent reason.... Unethical dealership

  Business response

  03/12/2024

  To Whom It May Concern:  

  The addendum is attached to the windshield in pictures and clear for all to see.   We do discuss this when we do a walk around of the vehicle.   Below is the comment off of our website stating other charges may apply.   We did explain and break down the charges to her when she was here.  Every effort is made to make  customer aware of additional fees before the customer purchases the vehicle.  After Manager spoke with customer they decided it would be best not to purchase from us.  

   

  PURCHASE PRICES DO NOT INCLUDE TAX, TITLE, LICENSE AND $587 ADMIN FEE. PRICES INCLUDE THE LISTED REBATES AND INCENTIVES. PLEASE VERIFY ALL INFORMATION. WE ARE NOT RESPONSIBLE FOR TYPOGRAPHICAL, TECHNICAL, OR MISPRINT ERRORS. INVENTORY IS SUBJECT TO PRIOR SALE. CONTACT US VIA PHONE OR EMAIL FOR MORE DETAILS.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had three service dates to fix our original complaint about the transmission. No one checked the transmission on the first two times that we took it in. We also believe that service provided on the second service date was done without complete investigation by the technician and that we were charged for parts that were not necessary. A detailed letter to the General manager is attached that was sent by certified mail on 1/29/24. It was received at the facility on 1/31/24, but we still have not received a response from the General Manager or anyone at Van Chevrolet.

  Business response

  03/15/2024

  To Whom It May Concern,

  Customer did make multiple trips into the dealership.  Addressing each visit.    

  Nov 8th.  Husband was informed when he showed for appointment that we would need the vehicle longer to diagnose all of his concerns( camera, brake and transmission).  He said on this visit due to time he only wanted the Braking addressed.   The camera would be a separate diagnostic fee so he declined.  So we removed this request.  Addressing the brake concern we found the module was not working and needed to be replaced.  Had to order the module.

  Dec 14th visit Once the module came in we determined that the wiring needed to be repaired due to rodent damage.   That damage had caused the old module to short out causing the need to replace it.  Due to damage this couldn't be covered under warranty.    This addresses question B.  yes it needed to be replaced because the damage shorted out the module.   Question A.  The diagnostic is listed as labor due to the Technician having to take the time to find out what was causing their concern.  

  The transmission concern was covered under warranty.  Once the breaking system was fixed we were able to do the transmission concern.  We did get the camera concern addressed and fixed for the customer, wiring had been damaged.  

  We go over each and every ticket line by line with our customers and have them sign off on the repairs requested.  Again on the first two visits he didn't want to pay/declined  the separate diagnostic fees so we removed them from the ticket.  Customer knew before leaving this wouldn't be done.   

   

• Initial Complaint

  12/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On May 16, 2023, I purchased vehicle from Van Chevrolet. The paperwork (contract) was for a 2019 Chev Malibu. The saleman said it had one previous owner, a car rental. They also said they would provide another key bob. We signed and took the vehicle. Two weeks later we were having problems with the car and took it to our local Chev dealership. Going off the VIN we did not purchased that vehicle, what we got was a 2020 Chev Malibu. We contacted Van Chevrolet and corrected loan papers were signed. GM Finance still has not recieved the corrected loan papers seven months later. Contacted Van Chevrolet but no one has called me back. I am paying for a 2019 which I do not have and when it is paid off I will not have a vehicle.

  Business response

  12/15/2023

  To Whom It May Concern,

  I am reaching out to the customer to apologize for the length of time it took to get this corrected.  It was never our intention to mislead or misrepresent ourselves.  We have taken action and dealt with it on a store level as well.  Kim Kloth 

  Customer response

  01/08/2024

  I filed a complaint on December 8 against Van Chevrolet in Kansas City, MO, regarding incorrect vehicle information to GM Finance. I went to make a car payment and noticed the information, year of vehicle and VIN number, had been corrected. Thank you for your assistance in resolving this seven-month nightmare. *** ******

  Sent from ******** ****** *********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my vehicle May 13th 2023 and have not received my title to register my vehicle. I had 30 days to register and I am well past the 30 days. The dealership is not giving me any assistance or providing me a resolution. I have contacted them several times and going there in person and still no resolution. I have my old tags on my vehicle and run the risk of being pulled over due to incorrect tags. Also, late fees are occurring that I'll have to pay when I register my vehicle.

  Business response

  06/28/2023

  To Whom It May Concern:  

  We have completed his paperwork.  I have personally left him a message asking if he wants to pick up his paperwork or if he wants us to fedex to him.  We will also pay any late fees associated with registering it.  I have asked that he reach out to me directly at ************.

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Van Chevrolet and Cadillac are advertising a Cadillac Escalade V for MSRP, upon promising the sale and sending over the invoice to set up payment they are tacking on 75,000 worth of 'accessories' when really all they are doing is adding money to the cost because they are hard to get right now. This is driving business to them falsely and to a guy like me who is busy and trying to get things done, this is shameful and a waste of time. I do not know how they sleep at night marking something up 150% just because the 2ndary market can get it. Absolutely shameful. The manager was very rude told me to go ahead and contact the BBB, so here I am.

  Business response

  02/24/2023

  To Whom It May Concern:   As per the Customers concern in regards to the mark up on the vehicle.   The Price on the vehicle comes to us from the Manufacturer as  a Suggested Retail Value Price (MSRP) and states that as well.   We have chosen to adjust the market value due to limited availability.  The vehicle is no longer available for sale.  Sincerely, *** ****** Van Cadillac

  Customer response

  02/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  rude sales manager, no regard for the irresponsibility of false advertisement 
  Regards,
  ***** *******

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from this dealership a little over a month ago. During the test drive some concerns were provided to the sales rep regarding issues the vehicle had. After they were thought to have been resolved, when leaving the dealership there were still issues with the vehicle. I turned around and took it back again. After the dealership advised the issues were resolved I decided to take the vehicle to a local auto repair shop for another look. The check engine light came on showing 2 errors, the horn was not working which typically fails the inspection but the dealership provided a completed pass inspection list, there was a leaking differential that the dealership noted was fixed before as well as the vehicle needing new tires as the vehicle was pulling to the left as well as the steering wheel shaking. I took the vehicle back to the dealership and they advised all would be correct which they did correct the items found, however while I was still there, the sales manager told me the check engine light came on again, knew what the issue was but refused to correct it. Their justification was that it's a used car and I should expect issues, the fact that the sales manager told me in front of the sales rep the day i went in that if i had any issues that would costly i could take it back since it was under warranty and they would fix it. To me this is deception as the dealership knew the tires were worn, did not check the horn, did not disclose any issues and knew before I left the final time there was another issue they refuse to fix. I have had to buy new tires and now am expected to pay for further repairs? I understand that used vehicles are expected to have issues arise but all these issues are in the first 30 days of purchasing the vehicle and based on all the discussions why should I have to pay for further repairs they know about but won't fix. I am happy the fixed some of the issues but how this all transpired is not acceptable

  Business response

  12/19/2022

  I have spoken with the customer and Sales Management.  Customer took the vehicle to his mechanic upon inspection they discovered horn didn't work, engine light was on and there was a leak we brought to customers attention.  We fixed these 3 items.  When the customer picked up the engine light was on due to another problem but customer still chose to take delivery of the vehicle.  He was advised by the Manager to have it checked out and if it were covered by the warranty we provide we would take care of it.   Unfortunately, this concern wasn't covered by the Power Train warranty that comes with the vehicle.   Customer declined any extra extended warranties at the time of purchase.  

  Customer response

  12/19/2022

  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold me a certified vehicle with rock chips on the bumper that they hide so it wasn’t visible to my eye. My car was delivered underneath a shaded area on a cloudy day! Car was suppose to be certified and has rock chips in bumper and chips in the rims as well. My salesman stated if any blemishes or scratches it would be annotated on the certification checklist, which it wasn’t! We went over it together I signed it and got the copy! No where does it say they covered up these blemishes with white out. I noticed it as soon as I washed the car and contacted the dealership with no resolve.

  Business response

  09/13/2022

  We did a polish and touch up the vehicle in May of 2022.  Per GM Zone B(upper bumper line and below)  The following must be repaired by refinishing, touch up or conditioning.  We did this in May of 2022.  I have attached a copy of what GM requires.   The customer should have been sent a copy of this but if they weren't I would be happy to.   *** *****, Customer Relations Manager.  I have attached a copy of what GM requires 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i care about the earth and understand with global warming and temperatures rising we need to conserve but still enjoy life. i called by phone to inquire and make sure a price of $102,xxx.xx was right as seen online for a new chevrolet corvette as i'm in south kansas city and the dealer is north a 45 minute drive away. the dealer refuses to tell me the price as some other dealers have had me waste gas driving to lawrence harming the earth with pollution for nothing only to learn they marked a car up $25,000 over sticker. to ensure it didn't happen again i tried to verify first. after they refused i didn't bother the dealer but they have constantly emailed, called, text and left voicemails harassing me. if they simply told me a price i could have got a check from mazuma and bought the car instead they want to deceive me by wasting my time getting me into the dealership to size me up and see how much extra they can charge me. they are false advertising and bait and switching prices. please see attached. and also review link ****************************************************************************************************

  Business response

  08/05/2022

  Due to current market situations and lack of inventory most automotive dealers will and can adjust the suggested value on specialty vehicles.  That is part of why it says suggested retail value.  The manufacturers don't take into account the lack of inventory.  I am sorry that the customer felt taken advantage of and that we weren't more upfront in regards to pricing over the phone. Typically we do give pricing over the phone  As customer mentioned he or she had the same concern at other dealerships as well.  I will look into their concern and ask the Managers to discontinue contacting said customer that they are no longer interested.  Sincerely,  *** *****

  Customer response

  08/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: this dealership is disrespectful. nothing in my name implies I am a she. Not only do they scam customers, they employ idiots and I never heard a woman named *******. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For Collision Shop - Car in repair February 23- May 5 Had I known how unprofessional they are to deal with I would have taken my vehicle elsewhere. The misinformation, lack of professionalism and being ignored by letter of concerns sent via Fed Ex to General Manager, *********** ****** went unanswered. The extension of completing the work caused out of pocket rental car expenses that I inquired about only to get passed around, ignored, "we don't do that", etc. When speaking with ***, she led me to believe I could get a loaner when one was returned. My insurance appraiser said to speak with *** about a rental and Angela in collision blocked me from getting to him stating "Oh, you and about 500 other people want a loaner/rental assistance. The General Manager NEVER responded. I opened a case with Chevrolet Customer Service regarding this experience. Case Number ************. The car was finally picked up on May 6th. No way would I ever recommend Van Collision – horrible. I want Van Chevrolet to reimburse for our of pocket rental cost due to their extreme negligence in the amount of $767.84 - Enterprise invoice attached. **** contact at Enterprise also dumbfounded by this horrific ordeal.

  Business response

  05/16/2022

  In investigating her complaint, we offered the customer $250.00  towards the repair and she agreed.  

*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. ↩