ComplaintsforGalles Chevrolet Company

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/5/24: Called multible times throughout the day; left message or could NOT leave message. Absolutely NO communication and Gallas had my vehicle for over 24 hours. No one returned my calls, no texts, no emails. Service department customer service..... well, it sucks! I'm without a vehicle for another day and Gallas could care less.

  Business response

  06/06/2024

  To whom it may concern, re: Complaint ********. 

  Mr. ****** ******** dropped off his vehicle on Wednesday June 5th, which is the same date of his complaint. 

  He dropped off the vehicle in the overnight box early in the morning before the shop opened with specific instructions as to what his vehicle needed. At no time did he ask to be contacted at any specific time. Our service advisor that checked in his vehicle attempted 7 times to contact Mr. ******* without any success until today. During their conversation our advisor notified Mr. ******* that his requested concerns were completed with the exception of the transmission issues because it required extensive work for the transmission diagnosis and that we are over 10 days backed up for that type of diagnosis.

  Mr. ******* agreed to pick up his vehicle today, 6/6/2024 and stated that he would take it to another location to get his transmission diagnosed because he could not wait that long for us.

  Our Service Director also contacted Mr. ******* and he repeated the same thing to him, that he would pick up his vehicle today and take it to another shop for the transmission diagnosis.

  Eddie E*******

  General Manager

  Customer response

  06/07/2024

  Complaint: ********
  
  I am rejecting this response because:
  Vehicle was dropped of at 1755 on 6/4, 5 minutes before the 1800 closeure time; however, doors were locked and no one around. I filled out the drop box envelope and left my key. NOTE: as the service team walked past me without saying a word.

  No one contacted me on 6/5, the day of my appointment.

  The first attempts of contacting me were on 6/6, and yes there were multible calls; however, I was in meetings most of the morning.

  At no time was I notified that the aligment machine was inop nor that I would have to wait 10 days to have my Transmission checked.

  Transmission was a specific Item when I made the appointment, yet I was not informed of the backup.  Again, no one contacted me on the day of the appoint. caveat, I did receive a text in was in the shop. On 6/5 I made multiple calls to Gallas attemping to get a status. No one answered or voice mail in boxes were empty. I never spoke to anyone past the receptionist on 6/5.  It wasn't until I filed the complaint with the BBB did I get any response.
  
  
  Regards,
  
  ****** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  06/10/2024

  Galles Chevrolet rejects Mr. *******'s rejection of Galles first response and this response will serve as a final reply.

  When Mr. ******* dropped off his vehicle unfortunately it appeared that we were closed because the main garage overhead door has been inoperable for over two weeks as we wait for parts to arrive to replace the spring. The opposite garage door which normally is used for exiting completed vehicles has been used temporarily for incoming customers and I am confident that it has confused some of our customers as we have a RED X on the entrance when it normally has a GREEN light to enter. 

  Galles Chevrolet did in fact attempt 7 times to contact Mr. ******* before the complaint came in. The fact that Mr. ******* had several appointments on the day we were attempting to reach him does not mean that we were ignoring him.  Additionally, Mr. *******'s alignment was completed on a timely manner, in fact we moved him up ahead of other customers even though the alignment machine had been down unexpectedly the previous day but was repaired on time to complete Mr. *******'s alignment as well as other customers.  The oil and filter change was completed on a timely manner as well. The only required repair that could not be completed was the transmission request as explained on our original reply, there is a waiting list which could not have been told to Mr. ******* because he dropped off the vehicle in the night drop box without speaking to any of our employees.  

  We apologize for any inconvenience that this may have caused Mr. *******. 

  Eddie E*******

  General Manager

  Customer response

  06/11/2024

  Complaint: ********
  
  I am rejecting this response because:
  This is turning into a "he said/she said" conversation and Gallas is covering its 6.

  Yes, I have the evidence that Gallas called on 6 June 2024. I filed my complaint o/a 1800 5 June after being sent to phones that didn't answer or got " in box is full". SO, yes Gallas received the BBB email on 6 June, 2024.  Prior to this volly of calls I had NO communication from Gallas past the text that my Vehicle was in the Q.   All Services were completed with the exception of the Transmission dignoasis.  At NO time was i informed of the bck log to have this assested.  Nor was I offered a future date, IE appointment, to have the transmission evaluated.  Just there is a 10 day back log.

  I will not retract my complaint. ABQ needs to know the "attitude" of this dealership and to be cautious of dealing with them. Gallas, want this resolved?  give me a date and time when my vehicle can be evaluated so I do NOT have to wait around for hours or be without transportation for days. Had that information been provided this would NOT have happened. I was blown off, ignored, taken for granted. Typical, 30 year Veteran of the Armed Services and I get blown off. You are welcome. My sacrafices allow you to be the INDIVIDUAL that you are.
  Regards,
  ****** *******

   

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern. I purchased a vehicle from Galles Chevrolet on 05.28.2023. In June after careful thought and review, I decided to cancel the GAP insurance, the GM Service contract, prepaid maintenance. I filed the proper paper work to GM Protection. I failed to fill out the mileage on the protection plan, but the GAP cancellation was effective as of 07.06.2023. I have called my lender to see if they have received a refund in the amount of the GAP insurance. She had nothing on file. I have emailed the finance dept. at the dealership a couple of times with zero response. As per an email from ****************************** I am to allow the dealership up to 4 weeks to refund my lender. This has not happened and we are now in week 5. "Your GAP cancellation request has been completed. Please allow approximately 3-4 weeks for your selling dealership to issue your refund. Please be advised, if there is a balance owed to your Financial Institution the refund will be applied to your principal balance. Please contact the Finance Manager at your selling dealership for all refund updates (i.e.: ETA of refund, address changes, etc.) To cancel your Vehicle service contract please provide the mileage at time of cancellation. If you have any additional questions or concerns, we would be happy to assist. Regards, Cancellations Department Two Concourse Pkwy, Suite 500, Atlanta, GA 30328 Ph: 800-742-7896 | Fax: 678-553-1374" I would like the refund to the GAP insurance to be sent to my lender immediately. Note: Once the paperwork for the protection plan and pre-paid maintenance go through, I would like the process to not take 5 weeks.

  Business response

  08/11/2023

  We have just received the refund for the Gap insurance policy and we are mailing it directly to **** ******** ********** on 8/14/2023. The amount of the refund is $900.00. Our finance Director has emailed a copy of the check to **** ******* 

  additionally, we have confirmed with General Motors after-market products that they have received the cancellation request for the service contract and the maintenance agreement and they will be refunding it by the end of August. As soon as we receive it we will mail the refund checks to the lien holder. 

   

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

  General Manager V.P. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my 2013 Ford F150 in April. July 11, 4 days before my warranty expired, I had to have it towed to Galles because it died and wouldn’t start back up. They had it for a week, I called and left messages to the service advisor, ******* ********* no response. I had to work so my friend called, she left voicemails, left messages with a receptionist named *******, none were returned. ******* said she looked at the computer on Tuesday, July 18, and the computer said it was on a diagnostic machine.. My friend finally spoke with a receptionist named ******, on Wednesday, who tried to get her through to the service director, ***, another voicemail left, another one unanswered. Another call later, got ahold of the service director who said there were no notes left on the account, which means, the truck was NOT on a diagnostic machine Tuesday. He said he’d follow up. Thursday, around 11am, still no follow up, my friend called again, got voicemail, which of course went unanswered. About 4 hours later she called back, ******* answered, admitted, then later denied saying she said it was on a diagnostic machine Tuesday, asked to speak with ******, who got her in touch with the service director, again, who still had no idea what was going on. In the time my truck has been sitting, I drove by, the license plate is now missing and one of my rear view mirrors has been broken. The service director said he was going to look at the security videos. The service advisor, ******* ******** is claiming the truck came in that way, yet when I parted with my truck, the plate was there and my rear view mirror was still intact. I was told my truck would be ready by July 25, was called the 25th and told the part, which I’m having to pay for, wasn’t the problem and the truck still won’t start so they’ll have it another few weeks. Since then, nothing. The general manager of the store, ** ********, was emailed on 24 July to explain the situation, no response.

  Business response

  08/08/2023

  Response for Complaint ******** **** * **********
  8/8/2023
  *** *********** vehicle will be ready by 8/11/2023 due to a delay from Ford Motor in receiving the wiring harness needed to complete this repair. *** ********* is not paying for this repair as he states in his complaint. Galles Chevrolet made him aware from the start that Galles Chevrolet would be absorbing the parts and labor cost for the entre repair. Additionally, He has been notified by his service advisor that the repair was delayed as stated above.
  as for the damaged left outside rearview mirror and the missing plate, it is not true that any employee of Galles Chevrolet damaged the mirror or took the license plate. The truck was towed-in without a license plate and the mirror was not in fact damaged. From the best that we can tell prior to the truck being towed here somebody removed a portion of the outside plastic of the rear-view mirror and given the location of the missing piece on top of the mirror it would be impossible for anybody to intentionally only damage that top part of the mirror without causing other damage to the surrounding part of the mirror. there were no debris of pieces from the mirror where the truck was dropped off by the tow truck which indicates the truck came in that way.
  Galles Chevrolet is demonstrating goodwill by replacing the mirror's missing piece even though the truck was towed in that way. As for the license plate the customer has to report it stolen because the vehicle is in his name and Galles Chevrolet can't produce a duplicate plate because Galles is not the owner.
  in summary, the truck will be ready by Friday 8/11/2023 assuming that all the wiring harness connections work well once the repair is complete. 
  ***** ********
  General Manager

• Initial Complaint

  06/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 22, 2023 we went to Galles Chevrolet. My husband and I specifically stated we had a pre-approval from our bank and just needed a purchase invoice, if we found a vehicle. Galles Chevrolet has submitted credit request from **** ********** ** **** ******* *** ** *********, under our business names ********* ****** ***. We received letters from these three lenders with the letters dated May 2023 denying credit. We called Galles and spoke with the Finance Department and they stated it only stays in their system for 30 days. We asked them to quit submitting credit applications under our business name because we already have our own bank that finances our business vehicles. They said they did not submit any credit applications because it has been over 30 days. We received another letter from ** ********* on June 22, 2023 dated June 11, 2023 with another denial. Galles Chevrolet is not honest in their business practices, they pressure the customer, they have their vehicles marked up thousands of dollars more than other dealerships. We don't know what else to do, to have them quit submitting credit applications. I have attached proof of the most recent letter we received. This is a written complaint against Galles Chevrolet.

  Business response

  06/26/2023

  Complaint ID ********, 

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

  Thank you for submitting this complaint outlined above.  Galles Chevrolet received a signed credit application from Mrs. ******* *****-******** as a co-signer for ********* ***** *** on 4/22/2023. On that same day Galles Chevrolet finance manager submitted the credit application to secure a loan with no money down to some of our finance sources on a used 2019 Honda. 

  Since 4/22/2023 Galles Chevrolet has not submitted any credit application to any lending source for any reason. All lending institutions will send a letter to all applicants after their information has been submitted for a loan. There are times when these letters can take up to 90 days or longer before the lender will send them out. 

  There is also the possibility that if Mrs. *****-******** visited other dealerships that those dealerships may have sent in a loan request on her behalf or on behalf of ********* ***** *** as well which could have activated another letter of notification to the consumer. As for the pricing, Galles Chevrolet has a full disclosure on the ******************* website outlining the Limited Supply Premium charges that can be up to $50,000.00 over the suggested retail price which is fully disclosed to every consumer in person before they purchase any vehicle. 

  We hope this answers your questions. 

  at your service, 

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

  General Manager/ V.P. 

   

   

• Initial Complaint

  04/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Galles will not give me the title to the car I bought from them. I had filed a price complaint against them in the past which I rescinded. This why Galles is using this tactic as a means of harrasing me for doing said action. I paid Galles everything in cash:$25875 for the car, $79.50 for the registration fee and $349.50 for the dealer transfer service fee. If I do not get a response through peaceful means, it will become a legal action.

  Business response

  04/18/2023

  To whom it may concern, Galles Chevrolet processed Mr. ****’s title and registration on a timely manner immediately after Mr. **** purchased his vehicle on March 14, 2023. The State of New Mexico registered Mr. ****’s vehicle on 4/14/2023 and mailed him the documents to the address on the title and registration application on the same date, 4/14/2023.
  
   
  
  Mr. **** should receive the documents directly from the State of New Mexico this week. Attached are copies secured on his behalf as proof of registration until he receives the original documents.    
  
   
  
  Thank you for your inquiry.  
  
   
  
  ***** ********
  
  General Manager/Vice President
  
  Galles Chevrolet
  
  *** ********
  
  ********************
  
  *******************

  Customer response

  04/19/2023

  The complaint that I had with Galles car dealership, has been resolved to my satisfaction. 

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Galles dealership financed a vehicle to me and completed the application in store. I provided my income documents, work address, supervisor phone number and verbally let the company know that I only been employed for 45 days. I put $500 down and drove off the lot with my used 2016 Chevy Malibu LT they call me back 3 weeks later letting me know that my finance bank denied the application so we cant help you bring back the car. I spoke to the finance director and she was rude. Her name is ******, she even verbally told me that they put that I've been employed for 90 days on the application because they knew that I would be able to drive off that day. This is classic baiting and switching. And they should be sued for bating and switching!

  Business response

  02/13/2023

  Unfortunately the finance company would not approve the loan as it was written. The customer was given other choices by our finance manager which were, to pay cash, get a co-signer to keep the vehicle or return the vehicle and she would get her refund. 

  she agreed to return the vehicle on Saturday 2/11/2023 and failed to show up for her appointment.

  When she shows up with the vehicle we will refund her down payment if the vehicle is returned in the same condition as it was delivered to the customer.

   

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

  Galles Chevrloet

   

   

   

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought our GMC Denali from Galles Chevrolet back in March or 2021. When vehicle was purchased they promised to call back for a few things and we never received a call back even after leaving messages with them. Now it was time that the vehicle had issues and we needed to take it in to be fixed. Made an appointment to drop the car off Dec 27 2021. Was also told they cannot help with rental but it could take about a week to fix the car. It has now been two weeks and we have not heard anything from the dealership auto department. The man supposedly working on the car is named ****** ********. Left multiple messages and nothing still. I spoke with a ******* ( would not give me her last name) and she was very rude and unhelpful even after all they have put us through already. When we call the auto department number it doesn’t work and when we call through the dealership they are very rude. I have now been without a car for two weeks with no answers as to what’s going on with the car or how much longer they will have its.

  Customer response

  01/11/2023

  Hello. I’m so sorry that was my mistake.   
  
  
  Date purchased March 5 2022 
  Date dropped off for repair Dec 27 2022

  Business response

  01/12/2023

  response to ID ********

  Galles Chevrolet does not have a customer by the name of ********** *********. However, we do have a matching address to a customer by the last name of ***** who did purchase a GMC Yukon on 3/5/2022. If this is the same vehicle that Ms. ********* is referring to on this complaint here are the facts.

  Mr. *****, the customer, has an extended service contract on the vehicle he purchased and as such we are not authorized to do any repairs to the vehicle until the extended service contract company approves the repairs.

  Galles Chevrolet was waiting for the reply from the service contract company and today 1/12/2023 they approved the repairs to some of the customer's concerns. Our service advisor **** ******** has called Mr. ***** to advise him that the service contract company declined three maintenance items, two tires, a complete tune up and fuel injection service for a total of $1,733.36.  As a footnote, maintenance items are never covered by extended service contracts because they are "wear and tear" items on every vehicle.

  **** ******** has left a message for Mr. ***** to advise him of the three maintenance items that are not covered and to make him aware that as a goodwill gesture Galles Chevrolet will pay $629.00 for both tires and that if Mr. ***** wants the tune up and the Fuel injection service that it will cost him $1,104.36 with original factory parts. 

  we are waiting for Mr. ***** to reply.

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

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

  Galles Chevrolet

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Starting in January of 2021, I have taken my car to the Galles Chevrolet service department for repairs. My initial concerns were for the car stalling and coolant leaking. I have returned to Galles multiple times with the same issues. Each time I was told that the problem ws fixed or that the staff was unable to duplicate the issues I was concerned about. To date I been to Galles 5 times, spent $4,615.59 and the mechanical issues continue to persist and have gotten worse to the point where I am afraid to drive the car.
  
  

  Business response

  10/19/2022

  Mrs. ****** *has been To Galles Chevrolet 7 different times in the last 23 months with several unrelated mechanical issues with her 2014 Chevrolet Cruze. On her first visit the vehicle had 96,000 miles on a 7 year old car. Her last visit was June 2022 the vehicle had 106,441 miles. She has had several mechanical issues with her vehicle, Galles Chevrolet has repaired some of the issues and in some cases the original used car selling dealer has repaired others. I have set up an appointment for Mrs. ****** to visit Galles Chevrolet Friday 10/21/2022 at 8:00 AM to inspect her latest two complaints to address them. 

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

  Customer response

  12/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It is going on 4 months now since I took my Chevy Volt in for repair. It needs a new Battery Energy Control Module (BECM). I was recently told that they still don't have the part, and that it may be a very long while until it becomes available and the car can be repaired. (It is a 2017 model and only has 27,000 miles on it) Apparently the repair work is under warranty, but is on some sort of 'infinite' backorder. We do often need a second car, but Galles said that no loaners are available and none can possibly be made available. Further more, there is no information about when this part will show up and when the car can be fixed. On top of this, we are getting virtually no information of what is happening at all and there is no effort to get us a loaner. Some people in the country are getting these BECM modules, but it seems that no one at Galles can get any information on scheduling, etc. We are just being left with no end in sight and very little information. Very frustrated. This is a nighmare, and a costly one.

  Business response

  10/19/2022

  Unfortunately due to supply chain issues with all manufacturers chips shortages in most cases there is a back log of parts ordered for customers vehicles and as a result customers are having to wait longer times than normal to receive their parts for repairs to their vehicles. 

  Mr. ******'s Battery Energy Control Module for his 2017 Chevrolet Volt finally came in on October 15th, installed on October 16th and Mr. ****** picked up his vehicle on October 16th. I contacted Mr. ****** personally today to confirm his satisfaction with his vehicle and he was very happy. 

  Mr. ****** shared with me that he wanted to delete the BBB complaint and that he did not know how to do it. He also stated that he was very pleased that we showed concern with his repair and thank me for calling him and stated again that he was completely satisfied.  

   

  Eddie E*******

  Galles Chevrolet 

  Customer response

  10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sechedule an appointment the week of the 15th and requested that galles order a wheel for me and that I would need 2 tires. The woman I spoke with several times lacked phone etiquette and the tech assigned to my vehicle has had very limited communication. On 8/29 my vehicle was towed I called to ensure my vehicle was taken to the right place and they advised that my technician wouldn’t be available until Thursday again I had an appoint to drop off the vehicle on the 29th. I didnt receive a call on Thursday so I called on Thursday 9/1 and didn’t receive a call back till Friday late afternoon from my assigned technician advising of what I needed and that they would order my parts and that I would get a call back on Thursday 9/8 I didn’t receive a call back still so I contact galles corporate and has a case opened. My case manager advised he would reach out to galles and the manager as well as the district rep is what I believe he advised and upon speaking with my case manager yesterday 9/12 he advised he still had not heard back. Today is 9/13 2:00pm and still have no update on my vehicle and I still do not have my vehicle. This is the 3rd week I have been waiting for a tire repair please help me as this is my only vehicle. thanks

  Business response

  09/14/2022

  Case ID : ********

  Mr. **** was informed on the day he dropped off his vehicle by his service advisor Leonard G***** that his damaged wheel would have to be ordered and that it would take 7 to 10 business days to arrive and that we would contact him once the wheel arrived to give him an estimated day and time to pick up his vehicle. 

  Mr. **** called Chevrolet Customer care and was told the same thing.

  Mr. ****'s wheel arrived this afternoon 9/14/ 22 and he was contacted by *******, his service advisor and Ted G*******, Service manager to make him aware that his vehicle would be ready for pick up by 6 PM today. 

  We consider this case closed. 

   

  Eddie E*******

  General Manager

   

   

   

*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. ↩