ComplaintsforPortsmouth Chevrolet

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 2023, I visited Portsmouth Chevrolet with my wife to look at a used 2021 2500 HD with ****** miles on it, an hour before closing on a Saturday. The truck looked great except for the tires, which were below the tread line. The salesman agreed and spoke with his boss to get permission to put new tires on the truck. They told me I could pick it up on Monday since they were closed on Sunday. I was happy with how it turned out: good price, new tires.Fast forward to July 8, 2024, I noticed my bumper was riding high on the right side and the paint was cracked. This was new damage, as I had just hand-washed my truck on June 18 and would have noticed it. I filed an insurance claim because it looked like someone had cut a turn too short or bumped the rear bumperThere was a black scuff **** on the chrome, and the bumper was pushed up about an inch.I called the body shop today (8/5/2024 @ 11:24 am) to see if it would be ready before our scheduled August 15 trip to **, ********, and ************. They informed me the insurance company would not pay for over $1,500 of the repair because there was substantial pre-existing damage. I was shocked to learn that Portsmouth Chevrolet sold me a truck with hidden body damage that according to the body shop they would have noticed in their pre-inspection.I called Portsmouth Chevrolet (8/5/2024 @ 2:15) and spoke with a gentleman - I asked if they performed a pre-inspection on used cars before selling. He said yes. After providing the information he needed to pull up my info I asked how my truck could pass their pre-inspection with tires below the wear ****; he said nothing other than they inspect all used cars for roadworthiness. The gentleman started reading off that a multipoint inspection was performed on it back on 7/30/2021, two years before I purchased the truck. I pointed this out and said I am reading the same thing he was reading on the state report I have, only I didn't buy it in 2021 - Again, there was silence.

  Business response

  08/09/2024

  Hello
  Attached is the car fax for the vehicle ************ purchased. As stated on the car fax Portsmouth Chevrolet offered the vehicle for sale 3/27/23 and passed a state inspection at Portsmouth Chevrolet on 4/10/23. This truck was then sold to ************ on 6/24/23. I cannot confirm who ************ spoked to about the history on the vehicle. We are a large auto group and it is not uncommon for us to do multi point inspections on the same vehicle at our different locations at different times. The attached car fax shows no accidents. For these reasons we believe that the truck was in good running condition and was never in and accident before or during Portsmouth Chevrolets ownership. 

   

  Thank you

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

  Key Auto Group

  Customer response

  08/09/2024

   
  Complaint: 22097817
  
  I do not accept the business's response as a resolution to my complaint because: I do not believe that what ******************** presented is accurate. I had been searching for a newer truck for a couple of months, visiting Portsmouth Chevrolet and other dealer lots multiple times, as well as searching online via Autotrader.com. This truck was either never available for public viewing or it was hidden somewhere on the property.
  

  My wife and I found a new truck at ************************* and put down a $1,000 deposit. On Saturday (6/24), we planned to finalize that deal; however,Autotrader sent me an alert about the Portsmouth Chevrolet offering. I called ahead and spoke with the salesman to let him know we were heading there to test drive the truck. We arrived at the lot and briefly spoke to the salesman, as it was nearing their closing time. He told me the truck had just shown up on the lot, but I have no idea where it came fromperhaps since Key Auto is a large auto group this truck was moved to the Portsmouth Chevrolet lot? We took it for a drive to the beach and back, were happy with it, and decided we wanted it. While walking around the truck, my wife, who served as a police officer for 15 years in ******** and *********, **, and is familiar with car safety pointed out that the tires would not pass a N.H. state inspection because they were below the treadwear indicators. The salesman agreed without hesitation. He walked away to make a call, came back, and said they would replace the tires and that we could pick it up on Monday, as they are closed on Sunday.
  

  My point is that the truck I was sold looked great inside and out, and visually would have easily passed inspection. However, it is clear that the inspection done did not include the tires, as they would not have passed, which would have made my truck not roadworthy and/or in violation of NH RSA 266:8. If a proper inspection had been done, including putting the truck on a lift to inspect the steering, front end, suspension, brakes, exhaust, and tires, they would have noticed what even a ****** like me saw: extensive previous damage to the rear right fender. According to the body shop, this damage was "grossly apparent from underneath," with sections where bondo measures up to 1/2 inch in some places, well beyond the 1/4 inch industry standard.
  

  I do not believe Portsmouth Chevrolet acted with ill intent in this transaction, but I do believe they neglected to perform a proper vehicle inspection that would have identified multiple issues. Because of this neglect,my insurance company is refusing to cover the extensive additional labor hours ($1,500) required to repair my truck after it was involved in a hit-and-run in July.They will only cover what their adjuster claims to be new damage. What should have been a simple bumper replacement and minor fender dent repair with a $500 deductible is now going to cost me $2,000 out of my pocket.
  
  Sincerely,
  
  ***********************

  Customer response

  08/09/2024

  Report I paid for on 8/5/2024

  Business response

  09/04/2024

  I responded to this claim with the car fax and information regarding the vehicle. Portsmouth Chevrolet has no additional statements

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Portsmouth Chevrolet is continuously offering their customers an extended warranty from ********* Protection that is for lack of better words, a scam. I’ve have recently become a victim of this warranty and I would advise this company to stop partnering with them. I’ve read through hundreds of complaints on Consumer affairs and complaints filed with the BBB. Chevrolet has to be aware of this scam, yet they still sell it to their customers. My car has been sitting at Portsmouth Chevrolet since Christmas. I purchased the warranty through this dealership. Provided all the necessary paperwork and I can’t seem to get a straight answer from either company. This has cost me thousands already.

  Business response

  02/16/2024

  Hello

  Engine is being ordered today for Mr. ******* We will do our best to have him back in his vehicle by the end of next week 2/23

   

  Thank you

  Dan L*******

• Initial Complaint

  10/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Bought a chevy Malibu 2022 on Aug 25 2022. On the back of the car the lettering was Malibu 2.0T LT. Few days later I found the window sticker and it said it was a 1.5L engine not the 2.0T.I assumed I was buying a 2.0T The cost for a 2.0 Turbo is 2 to 3 thousand dollars more.I contacted the dealership and tried to get some kind of refund. and there answer was no. what do I do know

  Business response

  10/17/2022

  To whom it may concern 

  The Malibu in question had a dark essentials package on it which is an option from the factory. The dark essential package includes emblems which should have said 1.5 but the emblems we were given had 2.0. These emblems were applied to the vehicle. The Malibu has a 1.5 liter engine not a 2.0 engine. Malibu allocation is extremely limited and General Motors are not building any 2.0 liters that we are able to order. We offered to buy Mr. ****** out of the vehicle at 100 percent the cost he paid including fees. We will also offered to trade mr ****** out of the vehicle with the same offer. In closing we are not able to get Mr. ****** a 2.0 liter Malibu due to Facrody constraints but are willing to assist Mr. ****** is trading or selling his current vehicle 
  

  thank you

   

  Business response

  11/01/2022

  Hello

   

  please bring in your paperwork we will go over all details and take off the badges 

  Customer response

  11/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18235765, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  11/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Traded my vehicle into Portsmouth Chevrolet for a 2016 Ram 1500. The Carfax I was provided with at time of purchase had no accidents reported and 1 previous owner. Went to trade the truck in the other day at a different dealership in Connecticut and was told I could not be compensated my asking price due to an accident on the truck's history. The new CT dealership provided me with the *actual* Carfax on the vehicle reporting there was an accident in 2017 and I'm now the 3rd owner of the truck. I called Portsmouth Chevrolet and spoke with Joe N****, (General Sales Manager), who was obnoxiously rude over the phone and seemed more than unwilling to assist resolving this issue. His response to the issue was "best I can do is have you bring the truck back here and give you $1,000-$2,000 more than the dealership you're at in Connecticut and try and get you into something else." I'm not certain what made him think I'd be willing to continue business with them for a second vehicle. While looking at the Carfax while on the phone with him, Joe blatantly lied to me and was adamant the truck had 0 accidents reported in its history, despite earlier telling me all Carfax reports are the same across the board and we were essentially "looking at the same thing". I asked Joe to send me an email with whatever Carfax report he had stating the truck had never been in an accident and was ignored. I'm now unable to trade the truck in for another vehicle due to the accident history and much lower value. Had I known the truck had an accident on its record, I never would've considered buying it. I also would've never considered buying a vehicle from this dealership had I known that ethics and customer service seems to be more difficult for them than selling vehicles. It seems as though this dealership falsified documents in order to encourage me to purchase this truck. I'd like someone from this dealership to provide me with the documentation this vehicle is accident free.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/16) */ Good Afternoon ****, My name is John L******* and I'm the CEO of Key Auto Group including Portsmouth Chevrolet. I have reviewed the autocheck and confirmed this vehicle shows no accident that I can see. I do see you are the 3rd registered owner. The first was a rental company, the second was an owner in NH for 4 years and the 3rd appears to be you. Autocheck is an independent company that receives information from DMV's and other sources to get vehicles history's. This vehicle has a very good history and a score of 95. We hate to lose your business regardless and have 20 dealerships. I cannot speak to why you were offered a low trade value as I can only speak to our business practices. I have attached the Autocheck for your reference. Please feel free to reach out if you would like to trade your vehicle or have any other questions. Thank You, John L*******

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a vehicle from Portsmouth Chevy approx 3 years ago. I recently traded that vehicle in at a different dealership and was owed a refund on the extended warranty/gap insurance. I gave the dealership the paperwork to complete the refund and had spoken to an employee initially. I have not received the refund and have made 6 phone calls with voicemail left over the past 4 weeks with no return call. My husband has also left a message with the same result. I think I have given them plenty of chances to simply return a call so I can get some answers as to why I have not received my refund.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/26) */ Contact Name and Title: Jon M****, Finance Direct Contact Phone: ***-***-**** Contact Email: ******@keyauto.com October 26, 2021 Hello, My name is Jon M**** and I am the Finance Director with Portsmouth Chevrolet. I would be happy to assist with this inquiry about your coverage cancellations. Can you please provide me with the VIN of the vehicle in question, the name of the person who was the primary buyer of the vehicle, and the original date of purchase through Portsmouth Chevrolet? Once I receive that, I can look into your specifics about this status in greater detail. Depending on the condition of the cancellation, I may also need some supporting documentation. Supporting documentation may include an odometer statement from the time of trade in and proof that the original loan (as listed on your coverages) is paid in full. You can reply to me directly at ******@keyauto.com Thank you very much for contacting us regarding your request. Jon M**** Finance Director, Key Auto Group *** ** *** * ******** **********, ** ******* U.S.A. ***-***-**** ******@KEYAUTO.COM Key Auto Group www.keyauto.com

*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. ↩