ComplaintsforDon Brown Chevrolet Inc

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped my car on Friday to see why the check engine light was on. I pickup my car today -9/18-24 for the shop. Once I pickup my car it stop again on Kingshighway and ********** and the check engine light is still on. I have never had any problems with my car for the last three years. I have always taken my car to *** Brown without any problems. However, today has been a nightmare as my car continue to stop and check engine light is on. I just paid $594.00 today when I pickup my car. I want my car fix correctly.

  

  Business response

  09/18/2024

  Please see attached document we did oil change , we found an aftermarket sensor needing to be replaced we told her in writing we needed to start there and revaluate if she had further problems.

  Customer left and did have additional problems we had vehicle towed here at our expense and vehicle is currently being evaluated in our shop. 

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Don Brown Chevrolet to see if they could fix my vehicle before I have it towed to them, I talked to the service person and I indicated what I need and what was wrong and that I had my own parts in the truck, the service told me that there was a recall one my vehicle.i got a call later in the week that I needed certain parts and outrageous quotes, I again told the service person what wanted done weeks went by so I started going by there at 4:00 in the morning for a week taking pictures and my truck never moved. I called an left messages no one called me back except to come and get it because it was sitting because they couldn't get any extra money from me so it wasn't worth being bother to fix, Thursday on my if day went there the service person that was handling my vehicle went on vacation,, the other service person went and talk to a mechanic and he came back told me that they could get to it that Friday which they supposed to have did it last Friday,so I told the service person that I was **** towed from there and that I wasn't happy. I just want my money back for having my vehicle towed there and back. And I will never go there and anyone that I know I will tell them that there are trying to sell you things that you don't need!

  

  Business response

  09/03/2024

  Good morning this is the first I am hearing of this situation, I would like an oppotunity to make things right if you could have customer submitt tow invoices to me please.

  Customer response

  09/04/2024

  There could have been a easy solution to this, fix my truck do the recall on my truck but since they didn't,  I was left to fix my owe truck after having my truck from July to August 24th when I came and got it. I am working on my truck every day when I get off from work. The inconvenience along was enough but to act as if I was nothing an I didn't matter bothers me the most! So no I am not satisfied!

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to them on August 12th for ***airs. Every time I called about getting an update on my car, they would never call me back. My car was there all week. The only time I got information about my car was on August 16. I called the **** ****, I think that was his name, and he responded and I was able to pick my car up only because I called from another number. When I called from the house number, he answered. I paid $630 for the ***air. My key fob didn&#**;t work and they said they would contact me. They called me back today however I would have to have it programmed and I told her that would cost money. I told them that there is a place to ***lace it. She said I would have to take it to GM to get a key fob to get it programmed and I would have to pay for it.My next complaint is that they had my car for a week and my low tire pressure was on when I got it back. Now I have to take my tire to be ***aired. When I asked about this, the *** told me to bring the car back to the shop. Also, I paid for them to put spark plugs on my car and they should have still been under warranty but they said the misfire for the coil pack had something to do with the spark plug. I would like for them to pay for my key fob to be ***aired and to reevaluate the diagnostic.

  

  Business response

  08/19/2024

   

   

  We spoke with her today the key fobs are spring loaded her fob is older and aftermarket one. We went above and beyond to make her happy , we did not break her key fob ! However just to keep a customer happy we offered to buy her a brand new one from *************** which is much nicer than and aftermarket one should last her alot longer. Factory key fobs are better quality they cost alot more, but we would pay for it, yes she will have to get it programmed to her vehicle which she can do at any GM dealership. Additionally, we told her we would look at her tire at no charge to her she may have a nail it. We dont know until we look at it. As far as diagnosis we stand behind it.

  She didnt want to drive here.

  She asked us to mail her a key fob.

  Customer response

  08/20/2024

  she is lying they took four responsibility for it when I pointed it out to them when I picked up my vehicle as they were closing they told me that the service department was closed at that they would have them to send me a new key fob there were about five people in the office that day. my key fob was not broken when I brought it to them now it will not open when you push the button to pop the key out they are lying. I want an expect for them to pay for me a new key fob I shouldn't have to pay anything they broke it I'm not making this up. and I don't appreciate them insulting my intelligence by telling me they will send me a new key fob and I will have to pay for it to be programmed that's the ** and it is also what I call for customer service so for her to say they are trying to help me that's not helping me at all I want them to hold themselves accountable for a change and give me a new key fob and make sure it's programed and after that they don't have to worry about me ever coming to them again and as far as my tires no it did not have a nail in it I took it to the tire shop yesterday and there was a bad sensor in one of the tires however I still feel as a pain customer they should have made sure that my low tire license were not on when I pulled off the lot not saying they had to fix the sensor issue but where is their accountability I could have had an accident driving home on low tire pressure they don't care about their customers and I didn't like her attitude. thank you

   

  Customer response

  08/28/2024

  I would like to have this complain reopened, because I am not satisfied with the outcome. I received a key fob, that does not work and is not programmed which could have done at their location. They are making it difficult for me, I should not have to pay for the programming of the key fob. I have called to speak with a manager, and have been waiting on a callback but, have yet to receive a call. If I have to get to my vehicle in a hurry for safety, I cannot, due to this issue. I just want my key fob
  programmed at no expense to me, because I did not damage the first one.

  

  Business response

  08/28/2024

   See below our original response we did not break her fob. We stand behind our decision we did again go above and beyond to help her, we paid to ship it *** to her. We will not pay for her programmig , we wish her well.

  We spoke with her today the key fobs are spring loaded her fob is older and aftermarket one. We went above and beyond to make her happy , we did not break her key fob ! However just to keep a customer happy we offered to buy her a brand new one from *************** which is much nicer than and aftermarket one should last her alot longer. Factory key fobs are better quality they cost alot more, but we would pay for it, yes she will have to get it programmed to her vehicle which she can do at any GM dealership. Additionally, we told her we would look at her tire at no charge to her she may have a nail it. We dont know until we look at it. As far as diagnosis we stand behind it.
  She didnt want to drive here.
  She asked us to mail her a key fob.

  Customer response

  08/31/2024

  again they did break the key fob I'm not asking for anything other than for them to program it because they have a service department. I am not happy because they are not being fair at all and they're not holding themselves accountable at all to send me a key fob that doesn't work is crazy. they broke it and this is unfair and I feel like this is now becoming a discrimination issue. I'm sure if I was a white woman they would not be treating me like this. can you ask them to if they can send me a blank key that way I can hopefully program it myself. but at the end of the day I don't understand why they will not program it in third location again I feel like they just trying to be difficult and I hate to use the race card but again I believe if I was a white woman they would not be giving me such a hard time. worry about that and I did notice when I put a review on the website they removed it I have a problem with that when they know that they are not treating me right and I will be putting another review on their website and I will continue to do so if they can't make it easy by just simply programming my key fob it shouldn't have to get to this point if you're trying to make me happy and provide good customer service.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Four years ago they told me I had an antifreeze leak on my 2005 ***** Impala and it would cost $400. Instead of being $400 it came out to cost over $2,000. I went to pick it up and saw it had a check engine light on it. I told them and they said I didn&#**;t send my car down there to take care of that. When I got it back after I paid $2,000 it stopped on me. I used up my maximum amount of tows through my ************************* I used the remaining tows from the previous policy and it has been towed down there about 6 times. I went to pick it up on July 10th after spending $790 and the car stopped on me again on July 10th. I had to pay out of pocket to get it towed down there. Now they drove the car and didn&#**;t find anything wrong with it. I have to take the shuttle bus down to get it. I feel like they don&#**;t know what they are doing. I bought a battery from them for over $100.00. They said they have been looking at my car and haven&#**;t been charging me. I would like for them to give me my money back.

  

  Business response

  08/15/2024

  Customer needed the reapirs and approved them, after quite sometime he had a stalling issue or no start condition we had it here and could not get the vehicle to not start for us.

  Vehicle is back in our shop and we were able to duplicate the concern this time we will be calling him with what we found and cost for the repair.

  Customer response

  08/16/2024

  Complaint: 22084010
  
  I have reviewed the business' response and am rejecting it because: 

  they are overcharging me.  They never did mention that they would refund me.  They said they are not giving me my money back and told me to call the BBB.  They said they would give me an employee discount and instead of $1400, it would be $1,127.00.  
  
  
  
  Sincerely,
  
  *********************

  Customer response

  08/20/2024

  They are working with me and the complaint can be closed.  They gave me a Family and Friends discount.  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Took the car in for diagnostics since the check engine light was on around 04/25/24. They did inspection and said the diagnosis was the water pump. The engine passed, but the only issue they mentioned was the water pump. We authorized to fix the water pump which was for 1462. We were on our way to pick up the car, and when we arrived they brought us into a back room which was *** (general manager, or so she said) office. They then explained that the engine was warped and that it is rare but happens when the car runs hot. *** apologizes profusely and saying that it would cost more. They offered a different car, but knew the engines are expensive. We then said they would waive labor costs because the technician dropped the ball. They admitted that one of the techs (****** from what we understand)admitted to driving the car. It was ***** for the engine, labor and costs and they put that in writing. We then realize we shouldn&#**;t be on the hook for this situation, since they never told us the engine was an issue, it was the water pump. They also put a thermostat without permission, drove without permission. We sat on it for a while up until 5/28/24 I reached out to ****** and said lets get started and we would fight whatever we need to fight. We asked for everything in writing, they agreed. They promised to get back to us the next day, and now we are hearing ********. We rushed up to Don ********************** to ask what was going on (it was about 4:50). My wife had been pretty quiet about the situation, but it was her turn now. She asked for a meeting with them on 05/30/24. *** and ***** (service manager) were present and she asked how we got from a water pump to a engine and came up with this figure. ***** said they are trying to help us, but my wife said the only reason we need a new engine due to the rep driving the car. When she asked about the amount, they couldn&#**;t come up with how they got there. They then said we will put together the car and then we could come and pick it up free of charge. We asked for things in writing, and was told us they have to get their story together.

  

  Business response

  06/03/2024

  Vehicle was brought in for diagnosis, job#2 states, customer states the check engine light is on, runs rough, states runs hot after driving a while for 20 minutes check and advise
  on RO ******* on 4/23/2024 with ****** miles   we found the coolant to be low, after pressure test found the water pump to be leaking, replaced the water pump and thermostat and retest, found vehicle still overheating, further diagnosis with the shop foremen found the vehicle has combustion gases entering the coolant system, cylinder head or block has concerns, recommended engine replacement due to age and mileage, priced used engine assembly with an extensive discount for customer appreciation but the  customer was still not happy with the price, customer was rude to the dealership staff and management and while discussing the price with the service manager and customer service representative  we advised the customer to take the vehicle elsewhere, the customer then used explicit langue when leaving.  vehicle has been picked up, no assistance will be offered, and we will not work on this vehicle going forward.
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of original drop off date 3/18 Left car with *** Brown for warranty work on additional work *** Brown did not complete all task charge me for work not authorized when I question. Work demanded payment be made in cash only to avoid dispute with credit card company proceed to call police police tried to get *** Brown to accept credit card payment *** Brownwood, not *** Brown holding my car hostage currently Demanding cash only payment for work never authorized

  

  Business response

  03/22/2024

  Here at Don Brown Chevrolet, we take immense pride in the high-quality service we provide to each customer and we do our due diligence to ensure we are completing only the services our customers request.  When you were at our service center you wanted us to provide proof that you were the one to bring your vehicle and fill out the drop off envelope, stating that you didnt drop off or okay anything. We do have video evidence of your night drop,including you filling in the envelope. We also can confirm through our team that our Service Advisor called you to go over the below requested items,ensuring you wanted all of these services.
  Your ********* Services
  Oil Change
  Transmission Change
  Air Filter Change
  Cabin Filter
  And a concern for Breaks skipping at high speeds.
  NO Car Wash
  After confirming everything in which some services you said were needed because Run the **** out of your car we went to work diagnosing your breaks for free and again ensured you were ok with the completed work.
  Upon your return from a trip, you then refused to pay or take accountability for requesting and approving the completion of these services. For over two hours you were causing a scene in our service center,recording, and taking photos of people who stated they did not want their photos taken. After an extended time of your cursing, threatening, and refusing to pay for your services we did have the police come to ensure our team and other customers were safe. While the officers were here you said you would just dispute the charges ensuring we did not get paid when YOU confirmed the services and cost. We have the right to protect our business and refuse credit card payment and we did.
  At this time, we request full payment of the $508.47 that is owed so we can return your car, and in the future, we ask that you service elsewhere as you will not be welcomed at Don Brown Chevrolet again. 

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought 2023 Chevrolet Trailblazer from them and it is rusted out all over the car. I told them the arm rest is turning white. I talked to several employees with Don Brown Chevrolet. I talked to the general manager ******* of General Motors and she told me that Don Brown said that is rust from a tree. I talked to Melissa, who was handling the case at General Motors, and she said that they will have to get an engineer look at the car. She said I would have to let them do their job first. I want a brand new car without rust and give this car back to them.

  

  Business response

  12/05/2023

   

  Good afternoon we had Miss ****** bring in her vehicle in to the Body Shop to look at it we originaly thought it was rail dust so we clay bared the entire vehicle when she left it was spotless. Only for her to return approximatley 2 weeks or so later with orange spots all over her vehcle stating the rail dust had returned, rail dust does not come back its caused only by being on a rail car. Our Body shop manager tested a spot it wiped off clear with his hand so most definetly not rail dust. We gave her a waterway wash coupon asked to go acroos the street and run through the wash and come right back so we can look at vehicle, she stated she would come right back. She did not return additionally would answer our calls or return a call. This is not rail dust we belive it is a product of her enviroment where she is parking something is getting all over her vehicle . However we could not help her or show her this because she would come back. 

  Customer response

  12/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I brought my car back to Don Brown for the third time to let them know that there is still rust on my car. They said that the rust came from the trees. There is nowhere there's trees around my home to get rust on my car there is no such thing as being Rust from the tree. I told them several times that was rust inside of my car on the arm rest, and I know it was there the inside outside it's got to be something up under the bottom of my car but some way or another they could still complaining that there's more rusted they have ever seen before the worst rust they haven't seen before on my car. This is a 2023 that should not be any kind of rusy on my car in the inside or the out. I had asked them several times to look at this car but I guess no help from no one up there from Don Brown from also from the GM company as I made my complaint. I have the names that I have spoken with about this issue. If there's anything else they have wanted to do with this car, the first thing I said, was to buy me out. Take this car back, because they are waiting for this warranty is over with and I'm not going to have that. If this is the car they desire to give me, I do not want this car. If you guys could be able to do something further, please email or text or call me. I'll be willing to go up in here and let them know what they said and what they have done. They have even told me that this was the worst rust they ever seen on the car and how did it get past them when they sold this car to me? Thank you so much. 
  
  Sincerely,
  
  ******** ******

  

  Business response

  12/11/2023

   

   

  We cant determine what is on her car because she would not bring it back after we asked her to go to waterway and return , we are happy to look at the car we need her cooperation.

  Customer response

  12/11/2023

  Complaint: ********
  
  I am rejecting this response because: They are not telling the truth. The spots are still all over my car. I've taken my car to a carwash down the street from my home and that's when I found the spots were still on the car. I'm willing to bring it back in for them to take a look. I would like to know if there is another GM in my area to get a second opinion. If I have to take it back to this location I will. 
  
  
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my daughter a 2019 Honda civic sedan.  *** they told me to take my car here so I did.  They had my car for nearly a month. When  I got and started driving the car home and turned on my street and the car malfunctioned and I had to coast it all the way home.  *** told me to call Don Brown.  So I did that on a Friday and had to wait until Mon but they came Tue They sent some company in Fenton to pick up my car from my house.   The car was there a month and they put tires in the inside and left the tires laying on the backseat.  The tires then melted on the seat and left an imprint.  The seat was ruined.  Then they said it happened because there was a car seat in the car which was not true. We do not have any children.  They fixed the part that was malfunctioning but they refused to fix the seat in the back.   *** told me to go pick up the car. I got there and they took my money and handed me the keys.  I left to go look find the car but saw one that was similar but it was not mine. So I went back in and told him that my car was not there.  He immediately began yelling and being rude and abrupt and told me to get out of his store.  I did not say anything back to him in fear that he would call the police since he told me to get out.  So I left and found my car and.  I made a mistake I did not go back because of his reaction to me.  I felt unsafe and he was extremely rude and disrespectful.  He started yelling extremely loud He told me the car  ***** ******* was the man who yelled so abruptly. They put the tires in the seat and wont admit it now I have to find someone else to fix my car.  I want my car back in the same condition it was when before I gave it to them. 

  

  Business response

  10/17/2023

  Good morning, we do not do seat repair here at our facility we did do body work in our collision center. as far as her seat repair is concerned, last we understood her insurance company was payiing for her seat to be reapired.

  Additionally, we did not put a tire on her seat that is not something we do our technicians are tough and expected to take care of customers . The collision repair was paid for by insurance they would not be a refund due.

  Customer response

  10/24/2023

  *** INSURANCE CO. FOUND DON BROWN AT FAULT, AND THEY HAVE DECIDED TO TAKE CARE OF MY DAUGHTERS CAR.

  Customer response

  10/24/2023

  THEY DID (2) TIRES ON MY DAUGHTERS CAR, IT WAS THE PASSAGER SIDE AND THE IMPRINT TELL YOU THE NAME OF THE TIRES, WHICH THEY PUT ON THE CAR.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck there on September 18 and did not get it back and spent $4,000 in repairs. Then I took my 2020 ***** Impala there on Sept. 23, 2023. The next day I went there, the rep said they didn&#**;t get a chance to get to my car, he said I need brakes all the way around. I said don&#**;t put the brakes on, just replace the 2 parts. I took my car somewhere else and they said I didn&#**;t need brakes at all. The 2 parts he was supposed to replace they did but my car is still doing the same thing. I want my money back for the parts they put on my car that didn&#**;t change anything.

  

  Business response

  10/03/2023

   

   

   

  Good ****** customer brought her 2008 Tahoe in and did repairs with us , she did get her vehcle back when repairs were completed. As far as her impala is concerned we found wiring touching her exhaust causing light smoke in engine bay, technician relocated wiring harness. We relpaced cabin filter and were not able to duplicate concern of smoke coming out of tail pipe or coming in through vents. We did speak to customer and told her to bring vehicle back in and we look at free of charge. We will not refund money for cabin filter and already discounted her diagnosis fee. ****** she was told it was sometthing to consider in the future she did not need them right now we did not even price any out to her. She did need brakes on her Tahoe and did that repair she may be confusing the 2 vehcles as repairs were close in time.

  Customer response

  10/04/2023

  2020 Chevrolet Impala. 

  I was told I need brakes all around. He told me that to service rotors and replace pads was around $360 for the front and $360 for the back. I told him specifically  not to replace brakes but to replace other 2 parts. I couldn't get my car and truck mixed up. I brought the the truck in over a  week before I even made a appointment for the car.  I got my truck back.  Then I made a appointment for the car. The day I dropped the car off, he call around 1030am the next day because they hadn't look at my car the day I brought in and that is when he told me I needed I needed brakes and the other 2 parts. I did not take my car back because I don't trust them anymore to repairs. I feel that that did not replace part but took my money because still having the same problems that I had before bringing them in. So I wasted  almost $400. I'm not complaining about the truck because it is old but I feel I was overcharged for that as well. My husband has been getting service through Don ********************** over the years and never had any problems. Also when we were picking up our car, another customer  was picking up his car and complaining about their service. I would not go back there and let them do anything to my car.

   

  

  Business response

  10/10/2023

  Good afternoon I am attaching the repair order with details as to what we did to 2020 Impala belonging to the Wheeleington family 2020 Chevrolet Impala. Customer stated vehicle was smoking out tail pipe we were unable to duplicate that concern, however we did find the following.

  Found a section of the engine wiring harness making contact with bank 1exhaust manifild . The wiring conduit was melting causing smoke in engine bay, we repositioned the harness and secure it so it would no longer make contact with manifold.

  Replaced cabin air filter all repairs were authorized by customer. We will not issue a refund , if customer is having same concern we again offer her to bring the vehicle back in at no charge to her if it is something to do with our repair we will fix it and make it right, if it is a different issue customer would be responsible for the repair.

  Additionally , we did not put brakes on this vehcle .

  Customer response

  10/12/2023

  Complaint: 20685999
  
  I am rejecting this response because: I do not trust their work, or to bring my car back. I'm still having the same problems after they said they did the work I initially paid for.
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5th. 2023, I took my 2016 Chevrolet Corvette into Don Brown Collision Center for repair. The repair estimate of damage was approximately $7500. On June 30th, 2023, I was informed that my car was ready for pickup and all repair were completed. On July 3rd, 2023, I arrived at Don Brown to pickup my car when I notice several defects in the repair. Later that same day I called Kevin ******** and informed of the defects I had found in the repair work. Which were driver side headlight was not properly mounted, over spray on left rear wheel, protective costing was not install correctly, driver side door panel was loose, lower left fender not correctly aligned. Mr. ******** instructed me to bring my car in so that he could see the repair defects. After taking my car back to Don Brown Collision Center.so Mr. ******** could see the defects I was instructed by Mr. ******** to being my car back in on July 18th, 2023 so that he could repair the defect I had point out. On July 18th I dropped my car off for repair again. Also, on July 18th I instructed Mr. ******** to adjust the driver side headlight because it was aligned correctly and did not project enough light to see. After receiving my car back on July 21th, the second time some of the same problems still exist. Such as driver side headlight not correctly mounted, driver side headlight needs to be adjusted, over spray still on left rear wheel. driver side door panel was not correct install rattling when radio volume is increase.

  

  Business response

  08/14/2023

   

  Good moring we worked with this customer to make sure all repairs were done to their satisfaction after we bcame aware they were having an issue . To our knowledge we are under the impression that repairs have been done to their satisfaction if this is not the case please have the customer let us know.

*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. ↩