ComplaintsforCapital Chevrolet, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 Chevrolet Traverse was purchased on 5/11/2024 and our ****** Highlander was traded in, tags were suppose to be transferred. It is now 7/11/2004 and the paperwork has still not been submitted to the ****** I got pulled and verbally warned because the tag on this vehicle is not valid. In addition to this....our salesman verbally told us he could not include the weather tech mats into the deal but that he would quote, "see to it we would have them." He suggested he would wait for a trade in and get them or buy them himself if there were none available within 1 month. He is now no longer with the dealership per ****** the sales manager and he (******) advised we would need to take that up with the salesman who is no longer there.

  

  Business response

  07/11/2024

  Thank you for bringing this matter to our attention. We take customer feedback seriously and are committed to resolving any concerns promptly.

  Regarding *********************************** complaint:

  Tag Transfer Delay: We apologize for the delay in processing the tag transfer for ******************** 2020 Chevrolet Traverse. This was due in part to a delay in receiving the vehicle title, which we have now received as of today, and the ********** systems preemptive shutdown that affected thousands of dealers across the nation. We will complete the necessary paperwork with the *********** of ***** Vehicles as quickly as possible to finalize the transfer.

  Weather Tech Mats: We acknowledge the misunderstanding regarding the inclusion of Weather Tech mats in the vehicle purchase. Our former salesman verbally assured **************** that he would ensure their provision, but unfortunately, he is no longer with our dealership. In our efforts to ensure customer satisfaction, we are approving the provision of GM All-Weather Floor Liners for ******************** vehicle.  We will contact **************** to schedule the installation or delivery of the liners.

  To address these issues comprehensively, we are taking the following steps:

  We will expedite the tag transfer process and ensure that **************** receives the necessary documentation promptly.

  We will provide GM All-Weather Floor Liners for ******************** vehicle as a gesture of goodwill and to fulfill the previous commitment made by our former salesman. We will contact **************** to schedule the install or delivery of the liners.

  We appreciate the opportunity to resolve this matter and regain ******************** trust. Our commitment to customer satisfaction remains unwavering, and we will do everything possible to ensure a positive outcome.

  Please feel free to contact me directly if you require any further information or assistance.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a 2022 Volkswagon Atlas in the amount of $********* on April 17, 2024. At the time of purchase, the manufacturer's warranty and bumper to bumper warranty was guaranteed along with the additional purchase of ************ ** the evening of 4/17/2024 after purchase, the tire pressure light came on. I messaged my sales rep. ** 4/22/24, The check engine light came on and my start/stop feature disabled. My engine sounded as if it would overheat. I expressed the issue to Capital Chevrolet & was sent to Volkswagon on 4/25. ********** advised that I would have to pay out of pocket. I reached back out to ***** who advised me to bring my vehicle in on 4/26. ** the evening of 4/26, I was advised by my salesman, ***************************, that my engine wasn't cooling and needed a thermostat! The repair was completed by an outside person, and I received my vehicle. ** 5/17, I noticed a clicking with the brakes and a hard grinding/scrapping noise. I stopped by Capital ***** on 5/20. ****** and his manager both took the car for a drive and said there's NOTHING ***** could do for me at this point because I'm out of "my window". They both sent me back to ********** AGAIN and told me the manufacturer's warranty will cover repairs. Per Volkswagon, my wheel bearing is completely damaged & rubbing against my caliber bracket. The technician advised that the car was in a severe accident, which I was not made aware of, and the vehicle was rebuilt. I asked for a copy of the Carfax during my test drive and received nothing. The wheel bearing, brake pads, the ** system all have to be replaced. Unfortunately, because the vehicle was in a previous accident, my warranty and *********** are refusing to cover expenses. Capital Chevrolet has not tried to provide an after purchase care or resolve my problem. I am left without a vehicle, $1,476.88 in Volkswagon repairs and diagnostics, a ********* car loan, no resolution, and again...no vehicle to drive.

  

  Business response

  06/03/2024

  We are actively working on getting the issue resolved.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Extended warranty refund for vehicle that was sold in March 2024. I emailed all relevant information, odometer disclosure, deal cancellation form etc to your receptionist ******* on 3/21/24. Now she has updated me today to tell me nothing has been processed. I understand the dealer does not want to refund this pure profit hit, but I am *********** my mo ey refunded and am demanding this refund Immediately. I will most certainly get an attorney involved, that Capital will cover their fees for as well as local new ps media if this refund is not handled within the next 7 days.

  

  Business response

  04/10/2024

  We are actively working with ************ to get this issue resolved. 

  Customer response

  04/10/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 ***** Colorado: Invoice Nbr-****** ***Please reference BBB claim nbr-******** for pertinent background information.On or around September 19th, my insurance company (USAA) informed me my vehicle would be serviced at ************************ on Capital Blvd. After weeks, then months of waiting on parts, (2 rear leaf springs), I eventually went into ***** to inquire about my parts. While speaking with ***** at Parts, I was informed that ****, who works from home, received the claim from ****** Oct 3rd, however there had been no movement since then, which is odd. ***** then contacted the parts manager, who has been working with **** from ****** for years and within 2 minutes, of back and forth conversation, said to ********* take care of it, parts will be delivered by *** (12 Dec).My complaint is, WHY were the parts NEVER ORDERED? Why didnt ****, just open the claim on Oct 3rd, but not order or follow up on the parts? How is it the Parts manager was able to just magically say the parts will be delivered (in 2 days) when Id been waiting over 2.5 months? Whose responsibility within Chevrolet Parts section was it to submit and follow up on an order that had been sitting inactive for almost three months? Ive been renting a vehicle since September because someone (****) decided not to do their jobor was this part of an insurance fraud pyramid scheme with ******? Can anyone explain?

  

  Business response

  12/18/2023

  
  
  We sincerely apologize for the inconvenience you have experienced regarding the delay in receiving parts for your vehicle. We understand the frustration this situation has caused and appreciate the opportunity to provide clarification.

  Upon investigating your concerns, we found that the delay in obtaining the necessary parts was indeed due to external factors, particularly the *** strike. We regret any confusion and inconvenience this may have caused.

  ****, who works remotely, received the claim from ****** on October 3rd, initiating the process. However, the subsequent lack of progress was a result of the broader industry challenges caused by the strike. We acknowledge that communication during this period could have been more proactive.

  After your inquiry and consultation with our Parts team, the Parts manager swiftly intervened to address the issue. The prompt resolution and commitment to delivering the parts by Tuesday, December 12th, were aimed at mitigating the extended delay you had experienced.

  We understand the frustration caused by the extended waiting period and the subsequent need for a rental vehicle. We assure you that our team is taking steps to prevent such occurrences in the future, including enhancing communication channels and ensuring timely follow-*** on all orders.

  Your satisfaction is of utmost importance to us, and we appreciate your patience during this challenging situation. If you have any further questions or concerns, please feel free to contact us directly.

  Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience caused.

  Best regards,

  Customer response

  12/27/2023

   
  Complaint: 21006641
  
  I am rejecting this response because:
  Good **************** inputted the order Oct 3rd, however, he did not submit the order  or make any checks on said order. No movement was done on the order until I went into the office in December, thats when the parts were finally ordered. Why is that? Also, per the email received from Sierra ** @ Gerber, the parts just arrived yesterday, December 26th. There seems to be a consistent amount of lying regarding not only when the parts were ordered but also whats your staff (****) did/didnt do. Please dont discount the fact that I have a recording of the conversation where **** inputted the order, but never ordered them. And on that recording, two employees are heard saying this doesnt make sense, whats going on with this order. And lastly, how **** is the only one who works with **** at Gerberseems like a ***************** scheme; hold the order while continuing to charge insurance. If youd like to hear recordings, please let me know. Thanks for you reply, however, it does not satisfy my original concerns.. 

   

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

  

  Business response

  12/30/2023

  I am not able to access the parts portal and print out the information - I will be meeting with our fixed operations director and have him print out all the information, it will contain the dates.  Once I have that info in hand, I will readdress. 

  Customer response

  01/02/2024

   
  Complaint: 21006641
  
  I am rejecting this response because:

  Good day, 

  This complaint was submitted on the 14th of December and you still havent put forth any effort in finding out WHY a customer has been waiting four months for parts? That is quite laughable for someone in your position. Since September 19th Ive been waiting on my vehicle, however my parts were never ordered UNTIL I went into the ****************** and filed a BBB report, and THAT is all you have to say? Obviously Capital Chevrolet & Gerber Collision and ***** thinks this situation is not worth the effort; no compensation offers, no details as to why, nothing. Out of good faith, *** avoided seeking outside counsel, but it seems I will get better results if I invest in an attorney. Thanks for sub level response. Hopefully the next time we speak, will be through my counsel.
  
  Sincerely,
  
  **********************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from the business 2020 Chevrolet Silverado was told that there was nothing wrong with the car on Thanksgiving day. The car broke down paid $350 to have it towed to my house. I was told the car had warranty. I sent it to a Chevrolet dealership to get fixed was told by that dealership that the car does not qualify for the warranty because that part has already been changed before, now I have no car in the car payment and the dealership general manager will not contact me back the dealership that I sent the truck to advise me that they knew what was wrong with the truck because the part had already been changed before and the users manual has highlighted dashboard lights that cut on when they broke down for me so somebody knew what was going on with It and nobody told us

  

  Business response

  12/07/2023

  We are actively working with this customer regarding the issue with the Silverado.

   

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sep 4th I bought a new car after I trading in my 2019 Blazer to the 2023 Blazer. My problem is that I was told that my 650 would be mailed to me within a couple of weeks and that did not happen. I had just paid my car note on the September 2 and I told them I can only get the new car if they refunded my 650. I will send the screen shots of our conversation. I will say the salesman did work hard to get me approved and that was fine. Everybody dealing with this transaction knew I am battling cancer so I am surprised they would lie straight to my face. I have spoke to sales man, finance manager, and then the manger named ***** and they kept sending back to ** as the problem. So I called ** and ** financial department including to the ** of Chevrolet. She said there is not any refund due to me but she did reach out to the dealership in my behalf. Miraculously after that a check of 250.86,was mailed to me. After going back and forth this dealership and said there is no refund due to me but after the ** said something to them, I get portion of my funds. Not only do I have cancer but a Veteran too. All asked was my 650 back. I did not cash in the check either.

  

  Business response

  10/25/2023

  We sincerely understand your concerns, and we want to clarify the situation. Capital Chevrolet is not affiliated with GM Financial, and we don't have control over their payment processes. In the screenshot you provided, it's mentioned that "they will refund," and it doesn't imply that the refund would come from Capital Chevrolet.

  The $250.86 check you received was a result of a difference between the initially recorded payoff and the final payoff when all transactions were processed. This was not influenced by any outside involvement. Please note that the discrepancy between the expected $650 refund and the actual amount received may be due to the fact that only a portion of your payment goes toward the principal of the vehicle, with the rest being applied to interest and fees.

  
  We value your business and aim to provide clear and accurate information to our customers. If you have any further questions or concerns, please feel free to reach out to us directly. We appreciate your understanding and hope to assist you in resolving this matter to your satisfaction.
  

  Customer response

  10/25/2023

   
  Complaint: 20761818
  
  I am rejecting this response because:  I told you I could not get the car if they were not able to give me back the 650. Your dealership lied straight to my face which is crazy because I gave this dealership so much of my business over the years. I wonder if the owners of this dealership know how you are treating your customers? Matter-of-fact what is the phone number and the email of the owners of this dealership? Who lies to a cancer survivor anyway? And since there is a mix up,  why cant a check of 650 mailed to me? I went from Im not owed a refund to all of a sudden I get 250 check? 

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

  

  Business response

  10/27/2023

  We deeply regret that you feel you were given inaccurate information, and we genuinely apologize for any confusion caused. Our aim is to ensure clear and transparent communication with our customers. We will address this issue by speaking with those involved and implementing further training to prevent any future misunderstandings.

  Regarding your request to refund or redirect your last auto loan payment to you, we simply have no authority or ability to dictate what lenders do. We appreciate your understanding and will continue to strive for improved communication in the future.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 17, 2022 I purchased a used 2020 **** Fusion (with engine and transmission mission warranty-offered and purchased) from Capital Chevrolet *********** ** and it started having indicators on the dashboard a few weeks after. I contacted them by phone several times no response. 2 months later I finally spoke with someone who referred me to Their sister dealership. Put it in the shop told twice in 2 months they couldnt find anything charged for service/diagnostic fees. The vehicle has to be towed 1-2 weeks later, wrench indicator displaying again. The *************** dealership replaced with a remanufactured transmission. A month later same problem, took it back they cant find anything. Took it to the Hillsborough dealership service and they added parts. Get it out days or weeks later same problem, returned it. Got it back they put in another remanufactured transmission after I broke down on the interstate in high traffic. Ive almost gotten evicted and behind on the payments because of the expense of rental vehicles. Now my employment and housing are at risk and the problem still exists after picking the car up on Saturday morning the transmission started again Saturday night. They provided 2 loaners the last 2 times now they are claiming they dont have any to accommodate me. Theyve keep my vehicle for 2-3 weeks each time its been serviced stating theyre either waiting in parts or there are other vehicles before mine after giving me a date to bring it in for service. This is dangerous, extremely financially and mentally stressful. Please assist me with addressing this issue.

  

  Business response

  08/30/2023

  Dear *********,

  We sincerely apologize for the challenges you've experienced with your 2020 **** Fusion since its purchase from Capital Chevrolet Wake Forest. We understand the frustration and inconvenience you've faced due to the recurring issues with the vehicle and the subsequent service experiences at different locations.
  However, we would like to clarify that our ability to address issues is limited to the services performed at our specific location, Capital Chevrolet ***********. Unfortunately, we are unable to provide direct assistance or insight into services conducted at other dealerships, such as *************** and Hillsborough Dealership Service.
  

  Regarding the availability of loaner vehicles, we apologize for any confusion or inconvenience you've encountered. Loaner vehicle availability can vary based on factors such as demand and service schedules. We acknowledge your concerns but are unable to comment on the loaner fleet of other dealerships. 
  We are committed to ensuring our customers' satisfaction, and we understand the challenges you've faced. If you decide that trading the vehicle is the best course of action for you, we would be more than happy to discuss options and provide assistance in that process. If the vehicle is back in service at another location and they are unable to provide you with a loaner vehicle, please contact me directly and I try and acquire a loaner vehicle or rental for you.

  
  Please feel free to contact me directly if you have any inquiries related to the services conducted at Capital Chevrolet Wake Forest or if you wish to explore the possibility of trading your vehicle. We are here to assist you and provide the best resolution within our scope.

  
  We regret any stress or inconvenience this situation has caused you and hope to find a suitable solution to address your concerns.

  Kind Regards,

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

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since my vehicle is under the manufacturer's warranty, I was directed by GM to bring the car into Capital Chevrolet because I was experiencing shifting issues. When I dropped the car off the night before the appointment I asked them about the processes for getting a loaner car and they said that they do not provide loaner cars anymore because of Covid-19. Then I told them that on GM's website, it says loaner cars are provided if the repairs fall under the manufacture's warranty. They then told me that the car would first have to be diagnosis then they would have to have it approved by the manager at the dealership. The next day, they called to tell me the car had been diagnosis with a transmission issues. I asked them again about the loaner car and they said they were waiting to hear from the manager. On Monday, they called me to tell that they were able to complete the repair over the weekend. When I picked the car up on Monday evening and test drove it, I was barely able to make it out of the parking lot before I started experiencing shifting issues. I brought the car back to the dealership to let them know that I was still experiencing shifting issues and that they were worse than when I initially brought the car in. Since the car was still not fixed, I asked them about the getting a loaner car and they said they would have to diagnosis the vehicle and have it approved by a manager. I followed up with GM about the car not being fixed and still having issues with getting a loaner car. On Tuesday they called me to tell me the software that was installed during the initial repair did not stick and they had to reinstall it. I went and picked the car up that evening, I followed up with GM about the repair and the grease that was on the interior of the car. After a day of driving the car, I started experiencing shift issues again an addition to rough idling. I then contacted GM to let them know that I was still having issues with shifting and I was now experiencing rough idling. I have now brought the car in for a third time with the same issue and the dealership will not provide a loaner car unit the car is diagnosed.

  

  Business response

  01/25/2023

  Loaner vehicles are not guaranteed and our loaner fleet was depleted during the pandemic.  The manufacturers warranty cover the cost of a rental car for up to five days and the next time the vehicle is in service, I would advise taking that path. At this time, the repair was completed and the vehicle was picked up yesterday.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 21, 2022, I took my 2014 *** catalytic to the Capital Chevrolet Dealership on Capital Blvd in Wake Forest, NC, for a scheduled appointment for the repair of the rear end. I asked if they had experienced difficulty with getting parts. I was told no it wouldn't be a problem. ********* was the rep. I signed in with and I will be contacted when my car is ready. She said give them time to order the part and time for the assembly. She. continued to say that Thanksgiving is Thursday, and they will be closed. I acknowledged that was reasonable. I asked if they had loaner vehicle and was told no. I asked about a rental car was told they don't provide. My insurance company approved the repair and parts for the car the 2nd week of January. They didn't order the part until they received approval. That's what I was told by *********. She did call about a week later saying they were waiting on the part to arrive. I asked if they tried other dealerships. I was told the parts are made based on the order in which they are received. ******** said once the receive the part, I will receive a call letting me know. She has stopped calling. 2 weeks ago, I spoke to ****** the Service Manager he looked it up in the system and stated they were waiting for the part. At this point there is nothing more to do but to wait. I explained I was without transportation and my insurance will cover, but they must be working on the car for 3 days. I believe they can call other dealerships or another manufacture for the part.

  

  Business response

  01/20/2023

  Unfortunately, the part we need to complete the repair on your 2014 ******** *** is on National Back Order. When this happens, we are at the mercy of the manufacturer and we are unable to do anything until the part is received. I know you have mentioned contacting another dealer; however, dealers do not keep a large stock of parts inventory on hand, especially for a 2014 model vehicle. This is simply not an option and we are not permitted to use anything but a new OEM part. With the decreased production of new vehicles due to pandemic, our loaner fleet was depleted and we currently do not offer service loaners. I would advise contacting the dealer you purchased the vehicle from and explain the situation, they may be able to provide you with a vehicle for the time being. Your only other option would be to contact the manufacture. Unfortunately, there is no estimated time frame for when the part will become available but we will continue to monitor the situation and have your service advisor keep you updated weekly.

   

  Thank you

  Customer response

  01/24/2023

  
  Complaint* ********
  I am rejecting this response because: I am not impressed. When I took my car over, I asked if it was going to be a problem getting the part. I was told no. Why can't they contact the ******** Dealership to see if they have the part. That makes since to me. The other dealership said they could order the part have it in 2 (two days). There is something wrong here!  Please help me look into this.
  
  Sincerely,
  
  ****** ******

  

  Business response

  01/25/2023

  I'm sorry but the part just isn't available anywhere. We spoke with GM again yesterday and there is no stock anywhere across the nation. I will continue to monitor the situation and we will do everything we can to expedite the process. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new 2023 ******* at the end of September 2022. Part of that purchase was to have leather seats installed into the vehicle. Since then I have been trying to follow up regarding the status of having the leather installed. I have not received any communication regarding the status or any returned phone calls, emails, or texts.

  

  Business response

  12/27/2022

  I am sorry to hear about this, I will look into it right away and follow up with you accordingly. 

*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. ↩