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:04/22/2025

  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.

  They did not notify leasing company when the vehicle was traded off. Leasing company sent a tax bill 6 months later. Asked them to contact the leasing company they refused *** PERNICCIARRO wanted to brag how many deals hes done. Didnt want to own the error that was obviously done on there clerical side . He wanted to argue. Continued to call my phone basically to argue. He didnt not want to take ownership of the error.

  Business Response

  Date: 04/23/2025

  Mr. **** traded his open lease on 11/18/2024.. We notified ************ (ACAR Leasing) of the trade and paid it in full. Please see the attached Kentucky title showing that the date of transfer was 11/18/2024 and was signed off on by ************ agent on 12/4/2024. Also attached is the Bill of Sale from ACAR Leasing to Laura Chevrolet Buick GMC showing that the sale date was 11/18/2024 and the seller's (ACAR Leasing) signature and date of 12/3/2024.

  I am not familiar with Kentucky's personal property tax but if it is anything like Missouri's then any vehicle owned by a consumer on the 1st of the year (1/1/2024) would be taxed. In ********, the bills are generated by the state in the last quarter of the year and sent to the consumer. In this case, the bill would have been sent to ACAR Leasing and paid by them. At this point, they would generate a notice of expected payment to the lessee. This is a function of the timing of the states billing policy. Laura Chevrolet Buick GMC fulfilled its obligation in a timely manner to make sure that the vehicle was removed from ACAR Leasing and Mr. ****** name before the new billing cycle of 1/1/2025.

  While in a lease, the customer is responsible for paying the personal property taxes on the vehicle. We explain this thoroughly to any of our customers for which we originate a lease contract. There is also paperwork that we have a customer sign explaining the personal  property tax requirements of a lease. Mr. ****** complaint belongs with the original leasing dealer for not explaining this to or allowing him to properly read the contracts. 

  Customer Answer

  Date: 04/23/2025

  Complaint: 23238156
  
  I have reviewed the business' response and am rejecting it because:
  I traded the vehicle to them. They signed off and had me sign power of attorney to show that they were going to act in my behalf to remove the vehicle out of my name, I asked them repeatedly to contact the leasing company to tell them the vehicle was traded. The personal property tax was paid on the vehicle by me in July of 2024. Since I did not own the vehicle January 1 Im not responsible for the personal property tax. I asked them to contact the leasing company. And since the sales manager chose to argue the fact that he has so much experience in the matter, that I had to pay property tax twice in one year. I educated him by sending the page from ****** website explaining it to him. All he had to do was to explain to the ** leasing company that they made a clerical error and it all would have been taken care of. But he wanted to argue and tell me how hes sold so many cars that I had to pay well that was incorrect. I would like them to call the leasing company and explain that.. since I signed that power of attorney for them to do. No where does it state that I have to chase down any documents of a vehicle I sold them. 

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

  Business Response

  Date: 04/24/2025

  The power of attorney allowed us to sign the title when we received it from ************. They sent us the title because the lease was paid off and the vehicle was transferred into our name as was indicated by the previously attached documents. 

  The letter that you attached to this complaint and sent to the manager shows that it was sent to you on 04/15/2025. That puts the date that the bank sent it to you almost 5 months past the date that the vehicle ownership was transferred from ************ to Laura **********. We cannot communicate with the bank on your behalf. It was, and is, your account. ************ is aware that the vehicle is no longer in your name. Any money owed to them, or dispute about money owed to them, is with ************ and not with Laura Auto Group. 

• Initial Complaint

  Date:01/05/2023

  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 took my 2022 Chevy 3500HD into the dealership Laura Chevy, Buick, GMC for a scheduled oil change and tire rotation that was included with the purchase of the truck by GM, on 12/21/22 and on 12/23/22 the rear passenger wheel came off my truck while driving, resulting in an accident. The dealership was contacted and said to call ******* ****** and have them tow vehicle on their PO. The vehicle was towed with the plow attached, to the dealership around 5pm 12/23/22. The service manager ***** ***** gave his personal number to contact him. After the vehicle was towed a text was sent to ***** letting him know the vehicle was in transit/ had been delivered to the dealer by the tow truck. It was also asked about getting a loaner vehicle. We were told they would get one Monday 12/26/22. No loaner was ever offered. A text was sent 1/1/22 asking the ETA on the repair, and possibility of loaner, we were told the parts would be there Monday 1/2/22 and called the morning of 1/2/22. A list of repairs was requested too. No call received until after requested again that afternoon. Still no information given to answer the questions asked. An email was sent 1/3/22 by ***** explaining parts waiting for and not feeling comfortable changing plow when asked about trading trucks for a new truck. Owner information was requested and email was sent including the GM of the dealership ******* ******** ******* was asked about potential vehicles to swap and later provided some 1/5/22. Shortly after, we were told parts were in transit to finish the original damaged truck today. A follow up email was sent to ***** and ******* that I would like a new truck to replace my new truck, and that my plow be replaced. We are trying to come to a resolution and a solution that is acceptable to me, but has not been completely addressed or offered yet.

  Business Response

  Date: 01/09/2023

  Please see the attachments.

  To whom it may concern:
   
  **** ******s vehicle was brought in to repair. They were offered a loaner vehicle to drive while the repairs were being completed.
  In order to repair the vehicle: Laura Chevrolet ordered a new passenger side rear rotor, a new dust shield: a new factory wheel, a new tire, a new center cap, and new wheel studs. All of the parts had various estimated times of arrival. The parts totaled $1575.82- Not all parts arrived when they were supposed to.
  ***** ***** and I sourced the remainder of the parts from other dealerships in order to get the vehicle repaired quicker
  Laura Chevrolet had all of the parts necessary to repair **** *****'s 2022 Chevrolet Silverado on
  1/5/2023. The repairs to the customer's vehicle: totaling $2494.17 were completed on 1/5/2023 at no cost to the customer. I reached out to the customer to make them aware that the repairs were completed and that they can come pick their vehicle up. I left two voicemails
  Laura Chevrolet has repaired the customers vehicle to factory specifications. Laura Chevrolet never agreed to and will not be replacing the customer's vehicle as they requested.
  
  

  Customer Answer

  Date: 01/19/2023

  I did not see a reply by date on the business reply to case ******** and was waiting to have the truck looked at today to reply. I could not get it looked at last week because the plow would not come off of the vehicle and this was not a problem before the accident. I don't know what I need to do to give my reply but I do not accept the response from the business. I was never offered a loaner vehicle as the business stated and that is seen in the conversations provided in my original complaint. The truck was inspected today and was found that the backing plate was not replaced as it was stated it was by the dealership and all 8 studs should have been replaced, not just 2, and there was a flange that needed replacing. It was recommended to also have the MO HIghway Patrol inspect the vehicle for safety which is what I am currently trying to make an appointment for. I would like the dealership to make the recommended repairs listed above and on the paper I am attaching (and more if the MO Highway Patrol recommends), an extended warranty on the truck, my snowblower that was broken in the accident replaced, compensation for work/ inconvenience/ time lost/ mileage.
  

  
  

  Thank you,

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

  Business Response

  Date: 01/25/2023

  *** ********* *** ******** **** ***** *** *** ******* *** ***** ****** ** *****
  To whom it may concern,

  
  **** ******* vehicle was brought in to repair. The vehicle has been repaired fully to factory specifications. The full factory warranty is still valid on the customer's vehicle. 

  
  Laura Chevrolet Buick GMC has paid for the damaged snow blower and the inspection to the snow plow. 
  
  All obligations have been fulfilled by Laura Chevrolet Buick GMC.
  

  
  

  Customer Answer

  Date: 01/31/2023

  Complaint: ********
  
  I am rejecting this response because: I will have the vehicle looked at by a 3rd party to ensure repair was done correctly after this last repair. Dealer agreed to this. If further repairs are needed, dealer to repair again. Would still like an extended warranty on vehicle for the damage and inconvenience this has caused and to avoid future inconveniences that may relate to this issue. Dealer has agreed to pay for mileage for all the repairs/inspections. Will give a total after the truck is inspected. Would still like compensated for lost wages due to the dealer having my truck for 3 weeks with no replacement vehicle. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/01/2022

  Type:Delivery 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 2022 GMC Sierra At4 from this dealership on 9/3/2022. During the buying process I added a few accessories to the purchase I also paid installation pricing for those accessories all out of pocket upon completion of the sales transaction. The week of September 12th I received a call from the service department that my items I has ordered was in. The dealership was supposed to call me and arrange for the truck to be picked up to have the items installed which was agreed upon at the time of the purchase. After a few weeks of them not contacting me or returning my calls I opt to have the items shipped to my home. I then reached out to the Salesman ****** at the beginning of October to request a refund on the installation of the Accessories since they did not install them, he said he needed to talk to the sales manager *****. I also was inquiring on the contract paperwork I signed when buying the truck as they said it had to be mailed. We are now at 11/1/2022 I never received the contract paperwork over the truck I purchased, nor have I received a phone call, email or check for the money they owe me. Every time I call it's a run around and they say they will call you back and NEVER DO. After purchasing a 75k truck and this is the kind of customer service you get, I WILL NEVER DO BUSINESS WITH THIS ESTABLIMENT AGAIN.

  Business Response

  Date: 11/16/2022

  The money has been refunded and the complaint has been resolved.