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:02/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed an order for a 2025 Corvette through Macmulkin Chevrolet in *************. They arranged a courtesy delivery to Team Chevrolet in ********* where I live. The price for the delivery was $1250.00. I will submit the agreement between ********* and Team Chevrolet. They were supposed to deliver my new car clean and have someone available to go through the car with me. My contact was *******. He took my money and just handed me the keys. When I told him someone was supposed to go through the car with me, I asked about the heads up display. He showed me how it worked. I wanted to connect my android auto and he couldn't get it to work. After that he handed me his card and the card of service manager and left. When I got home I opened the trunk and hood and it was filthy. Windows dirty, marks on the paint, probably from the brushes of the car wash. Water spots in the door jams, on the motor, trunk compartment and engine compartment. Sub par delivery for a brand new car.I picked up the car Feb. 8, 2025 around 5:30pm. I Texted ******* and told him the car was not delivered properly and I never heard from him. I called Chevrolet on Feb. 18 and they suggested I try to reach out again. I did try ******* again on the 18th and no response. So I decided to file a complaint.

  Business Response

  Date: 02/20/2025

  Good morning,

  I have spoken with Mr. ***** and he will be returning to the dealership, at his convenience, to have a complete detail done on his Corvette, as well as going through a complete delivery process on the car.

  He was agreeable to that arrangement and will contact me when it is convenient for him to bring the car to me.

   

  Thank you,

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

  Guest Experience

  Team Chevrolet.

   

  Customer Answer

  Date: 02/20/2025

   
  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

  Date:02/20/2025

  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.

  Purchased a 2025 ***** Silverado 3500 from the dealership, wrote a check for the truck and asked for the certificate of origin to register it in My Home state at my local DMV. The company informed me it was their policy that they have to mail the paperwork to my local and are not allowed to provide me with the paperwork. I left the dealership with the truck and my sales contract and as of this day, they still have not mailed the proper paperwork for me to register my truck. I talked to a lady named ***** on several occasions down there and she has informed me they have lost the certificate of origin. At this time, my temporary registration is about to expire that I received for a 90 day term and the local DMV will not issue another one. My insurance has also informed me that operating my vehicle without current registration, voids my insurance. If I had finance the vehicle, this would not be an issue because the finance company will not issue payment until the dealership shows proof of registration however me paying cash for it. They have not done anything about it and have already been paid. Please help me get the appropriate paperwork so I can register my truck, thank you.

  Business Response

  Date: 03/05/2025

  Hello,

  We have opened a case with ** to obtain the *** required to register the vehicle that is mentioned in the complaint.  Complaint # is 9-14504965198.  The dealership ordered the *** on 1/21/2025.

  As of this date we have not received the ***.  We called again on February 28th and escalated the case to Level 2 with GM, as we have not received the *** in the time given.

  ** has advised that they will contact us sometime during the week of March 7th, to advise status and or tracking # for the ***.

  Our intention is to get the proper documents to Mr. ********** as soon as possible.

  Please contact me with any questions.

  Thank you.

  ****** Dinwiddie 

  Guest Experience 

  Team Ford

  Cell # ************

   

   

  Customer Answer

  Date: 03/05/2025

  I purchased the vehicle on December 4th and paid cash for it, they sat on the money I paid for two months before they started this process. What is an acceptable amount of time to settle this dispute? I contacted them in January 2nd for an update and was informed they had ordered it and it should be in any day, how is it they didnt order it until later, or was I misinformed? All I get from them is excuses with no resolution. Please help and put this in their rating. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22964455
  
  I am rejecting this response because:

  I purchased the vehicle on December 4th and paid cash for it, they sat on the money I paid for two months before they started this process. What is an acceptable amount of time to settle this dispute? I contacted them in January 2nd for an update and was informed they had ordered it and it should be in any day, how is it they didnt order it until later, or was I misinformed? All I get from them is excuses with no resolution. Please help and put this in their rating.

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

  Business Response

  Date: 03/20/2025

  Hello,

  We have overnighted the *** to Mr. ********** via Fed Ex on March 18th, 2025.  The tracking # is 7727 8258 5537 .

  We also included a check for the Arizona DMV for taxes due for registration totaling ********, and a check for reimbursement for his rental and utilities for the month of March.

   

  Please feel free to contact me with any questions.

   

  Thank you!

  ****** Dinwiddie 

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

   

• Initial Complaint

  Date:02/11/2025

  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.

  On January 13 my husband and I dropped our vehicle off to the Team Chevrolet to repair our vehicle. Our vehicle was in their service department from January 13 and released to us of February 7. We had an extended warranty with Car Shield. Carshield sent several notices to Team Chevrolet for photos and information to settle our claim. We were not informed by the tech. Named ******* or contacted by any supervisor after several call to the service for 3 weeks. It wasn't until after we started making visits to the service department that ******* contacted us. We spent $600 dollars in car rental. When asked for a loaner we were told they did not provide loaners. We picked up our vehicle on February 7 . The vehicle broke down on February 8th! The water hose was not properly installed and neither was the air filter. Our vehicle is back in the service department. We are requesting an apology from the service department and Reimbursement for the rental cars. Car Shield paid $8500. This was a horrible experience, a nightmare!

  This is a second complaint: Our vehicle had to be returned to Team Chevrolet on February 11 after paying $9400 . The hose detached after they claimed the vehicle was repaired. I had another mechanic look at the vehicle and he stated they did not attach it correctly! Now they are asking another $900 dollars to repair it! We are outraged that we have to pay for their mechanics negligence. We are filing this complaint and filing a complaint with small claims court.

   

  Business Response

  Date: 02/25/2025

  The customer brought a vehicle in for a check engine light and smoke from the tailpipe. The customer was presented with and signed the notice to customers concerning high mileage, high age vehicles. This states that in repairing vehicles of this age and mileage (2013 Chevrolet Tahoe w/ ******* miles) there is a possibility that the technician can run into unforeseen circumstances which can include fatigues Fastners, casing, hoses wiring or connectors. It also states that after repairs other components or systems which did not exhibit may now demonstrate problems due to the repairs to systems that are now in working order. The customer acknowledged this and agreed to it by signing the statement.  The technician diagnosed the vehicle as needing a chamshaft and lifters replacement. The repairs were completed and the customers extended warranty participated in the cost of the repair and the customer and the dealership took care of the remaining balance. The customer's portion of this repair was $904.03.  The vehicle was picked up on 2/06/2025. The customer had the vehicle towed back in on 2/10/2025. The complaint was coolant leaking. The technician inspected the vehicle and found the coolant leak to be coming from the aftermarket heater hose connection. This was not something taken apart or repaired during the previous repair. The aftermarket heater hose fittings that were replaced at another facility before coming to the dealership failed. The technician replaced the fittings and hoses, and the leak was repaired. Had these fitting and hoses been loose during the initial repair the vehicle would not have survived the initial test drive after repairs. Unfortunately having to perform major and minor repairs can happen when driving a mature vehicle with ******* miles. 

• Initial Complaint

  Date:01/14/2025

  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.

  I PURCHASED A 2025 ********** ON AUGUST 3, ******************* THE CAR. I WENT OUT OF TOWN WITH THE CAR AND WAS TRYING TO USE ONSTAR AND THE SYSTEM WAS NOT WORKING CORRECTLY. I CALLED ONSTAR ON OR ABOUT AUGUST ******* THEY TOLD ME THE ISSUE WAS WITH THIS CODE U18B4 ITS CALLED THE COMMUNICATION INTERFACE MODULE AND THAT I NEEDED TO TAKE THE CAR IN AND HAVE IT SERVICED. I DID TO A CHEVROLET PLACE IN ********** WHERE I WAS VISITING. THEY COULD NOT FIX IT BECAUSE THEY NEEDED 3 DAYS TO KEEP THE CAR. I AM ON VACATION I COULD'NT LEAVE MY CAR. I GOT HOME CONTACTED TEAM CHEVROLET WHERE I PURCHASED THE CAR SEPT ******* THEY STATED THEY HAD FIXED THE CAR SYSTEM AND WAS NICE TO GIVE ME A LONER CAR BECAUSE I COMPLAINED TO THE MANAGER AND HE GOT ME A CAR TO USE. THEY KEPT MY CAR ABOUT 3-4 DAYS. I CONTACED ***** THE MANGER AT TEAM CHEVROLET AGAIN BECAUSE I CALLED ONSTAR THE SYSTEM IS NOT WORKING AGAIN GUESS WHAT IT THE SAME PROBLEM AS ABOVE CODE U18B4 THE PROBLEM THAT WAS SUPPOSE TO HAVE BEEN FIXED IN SEPT OF 24. I STATED TO ***** THAT YES I CAN ***** THE CAR OFF AGAIN BUT THIS IS MY ONLY TRANSPORTATION TO AND FROM WORK I WOULD NEED ANOTHER LONER CAR HE STATED TO ME OK MRS ****** I WILL CALL YOU WHEN I GET ONE, I HAVE BEEN WAITING STILL NO CALL FROM HIM. I CALLED THEM BACK ON DEC ***** LEFT A MESSAGE WITH THE SERVICE MANAGER TO CALL ME BACK OF COURSE NO ONE HAS CONTACTED ME YET. POOR SERVICE FOR THEM TO DO E LIKE THIS AFTER SPENDING ALL THAT MONEY ON THE CAR AND GET TREATED LIKE NOTHING, THEY ARE LIKE SLAPPING ME IN THE FACE SO WHAT ONSTAR DONT WORK. I PAID FOR A SERVICE IN A CAR AND I EXPECT IT TO WORK. I PAID FOR IT. STILL TODAY IT IS NOT WORKING. I BOUGHT A 2017 FROM THEM NEVER HAD A PROBLEM. YOU CAN BET I WILL NOT BUY ANOTHER CAR FROM THEM. NEXT I GUESS I WILL HAVE TO WRITE TO THE ****** LAW PEOPLE THIS IS NOT RIGHT TO BE TREATED THIS WAY. I KEEP THE ONSTAR SERVICE ON BECAUSE SOMETIME IS WORKS AND I USE IT I PAY ***** A MONTH THEY NEED TO REIMBURSE MY MONEY.

  Business Response

  Date: 01/28/2025

  I will have someone contact you to set up an appointment and we will have a loaner vehicle ready for you

   

  **** Cambridge

  General Manager

  Business Response

  Date: 01/29/2025

  Hello,

  Mrs. ****** has been scheduled to drop her car off and get a loaner on Feb. 5, 2025 at 3:00 p.m.

   

  Thanks you!

  Customer Answer

  Date: 01/29/2025

  Yes the company has reached out to me and I take the car in on February 6 2025 at 3pm.  Please do not close this case I want to get my car serviced first and make sure it's working after almost 6 months. Thanks BBB for helping me with this case.

• Initial Complaint

  Date:09/09/2024

  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 own a purchased a brand new 2023 from the above mentioned dealer back in 2023. My car was due for the first service and I dropped my car off on 6/18/2024 to get the service **** As I am picking up my car I found the passenger side back door was dented. I called the service advisor that I was dealing with and he confirmed that the dent wasnt there when I dropped off my car and he owned it and advised me that they will fix my car, however I have been trying to resolve the issue with them since that date and till now no resolution. I filed a case with my insurance company and as expected they werent able to get a hold of anyone. I opened 2 cases with GM however the response that I have been getting from customer service they are not able to get a hold of anyone. I sent multiple emails myself to the service director and the general manager with no response from any of them. I am requesting them to provide me with a rental and to fix my car. I dont want them to drive my car, I can drop off my car at the 3rd party body shop but they have to provide me with an alternative vehicle till my car gets fixed.

  Business Response

  Date: 09/10/2024

  On June 18, 2024, ******************** brought his 2023 Chevrolet Bolt into the service department for service. During the service on his vehicle we inadvertently dented his vehicle. He brought it to the service advisor's attention and was informed that we would of course take care of the dent. We explained that we would have to schedule with an outside body shop as we do not have a body shop on property and that we would contact him when we had a vehicle available for him to drive. It was at this time that he stated that he did not want us working on his vehicle. We explained that in order to repair his vehicle we would need to have the body shop pick it up and then return it when done. This was unacceptable to him. We have been in contact with him on multiple occasions and explained the procedure in order to get his vehicle repaired and he has refused to schedule it with us. He has contacted ************** and we have answered ************** customer assistance and they have explained the situation to ********************. We are committed to repairing the vehicle. All we need is for him to schedule a time when the body shop can repair his vehicle and we have a vehicle for him to drive. This is information that has been explained to ******************** on multiple occasions from the dealership and the GM customer assistance center. As soon as ******************** wants to get his vehicle repaired he can contact us so we can schedule it for him.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22258605
  
  I am rejecting this response because:
  I have tried to contact the dealership on multiple occasions and even proposed to drop off the car at the body shop myself, however I havent received any response from the service adviser since 7/6/2024 after sending multiple emails with no response, I elected reach out to the service director (*******) and general manager (******) via emials as well with no responses (emails sent on 7/15/2024) 
  I have requested the dealership to provide me with a rental if the car wont be done the same day, which was rejected. 
  General Motors customer care tried to reach out to the dealership multiple times while keeping me on hold and every time, their response we will contact the customer to schedule dropping off the car but never happened. 
  I have attached copies of the emails sent to service director and general manager on 7/15 and some of the communication between GM customer care as well. 
  lastly my insurance company tried to reach out to the dealer with no response either. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/10/2024

  In response to this, the individuals that he sent emails to are no longer here so I am not sure whether or not they responded to them. I personally responded to ************** when the customer assistance center emailed the dealership and explained the same scenario that I put into the above response. We have told the customer multiple times that we are willing to take care of the repair it just needs to go through the proper procedures to get it resolved and so far the customer has been unwilling to do this. As I mentioned before the dealership is more than willing to take care of the repair. For a rental to be issued the customers vehicle must come thru the service drive and have an active repair order written on the vehicle so that there is a basis for a dealership rental vehicle. We want to resolve and fix the damage on the vehicle and are willing to do so it just has to be done following proper procedures. At no time have we ever said we were not willing to fix the vehicle.   

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22258605
  
  I am rejecting this response because: there is nobody responding to emails or calls. I have asked multiple times for a new POC and no names were provided. I am willing to work on resolving the issue and drop off my car if I know a person at the dealership that is willing truly to resolve it. I am willing to drop off the car next week on Monday once a rental availability is confirmed. As per attached the service advisor wasnt willing to work with me on the rental availability. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/11/2024

  The service advisor according to the attached is the point of contact and has responded accordingly to the customer. We currently do not have any rentals available and are still committed to repairing the vehicle. As to the emails he is sending the individuals that he has emailed are no longer here. We have had multiple people and managers explain this situation to ***************************************** when we have spoke to them. If the customer is willing to drop off on Monday to repair the vehicle we will repair the vehicle but still do not have a rental available at this time. If he would like we will reach out to him when we have one available. We have had them available previously but the customer has been adamant about not dropping the car to us because he did not want us to drive it so therefore we were waiting for him to let us know when he was bring it in to the dealership. 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22258605
  
  I am rejecting this response because: this has been pending since 6/18 not sure how long it will take you to have a rental ready. Why dont you own what you did and provide a rental? Why do I have to stay without a car till the car gets fixed? It is unprofessional and pathetic when a dealership cant afford or have a rental available for a customer that they damaged their car. 
  Let me know when will you have a rental availability
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/11/2024

  I am rejecting this response because we did have a rental available for the customer and he refused to bring the vehicle in because he did not want us to drive it. We have consistently owned up to fixing the car and are just awaiting the customer to let us know that we could proceed with scheduling the repair. At no time did we say he had to be without his car while waiting for a rental and again had one set aside until he refused to bring the vehicle in. As soon as we have a rental available for the customer we will contact him and see if he will bring the vehicle in to the dealership.

  Customer Answer

  Date: 09/12/2024

  At no point the dealership has provided/offered a rental option and till yesterday GM customer care has been trying to get a hold of the dealership with no response. 
  Even with the communication right here they arent able to confirm a rental availability or provide any sort of confirmation that they are offering a rental. In my last communication I requested them to provide a rental availability and a POC that I can deal with other than the service advisor who doesnt respond to emails or calls and they failed to respond. I would like to reopen the case till the issue is resolved or at least get a confirmation from the dealership with a date to drop off my car to get it fixed. I have never refused to drop off my car for repairs 

• Initial Complaint

  Date:05/04/2024

  Type:Sales and Advertising 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.

  On May the 2nd 2024 I began negotiations with team Chevrolet after being directed from the Chevrolet website following the price of a vehicle. Team Chevrolet ran my credit and I did not qualify for the special. When I noticed the hit on my credit report, I went to team Chevrolet's website to find they had marked up the cost of the vehicle by $7,000 over what was shown to me and what I applied for on Chevrolet's website. During text communications with team Chevrolet I advise them. I do not think I would qualify for the vehicle and ask them to cancel all proceedings and negotiations. They blatantly ignored that and proceeded to run my credit four more times. I am demanding that team Chevrolet contact the credit agencies and advise them that this was done in error and have those hard inquiries removed from my credit report at once. I accepted the first one and realized after that I did not want to move forward at which point when I said I wanted to stop everything. My request should have been honored and it was not. Therefore, team Chevrolet is liable

  Business Response

  Date: 06/03/2024

  The consumer approved a credit check to the banks by filling out the credit application themselves through route one bank via Team Chevrolets website. This process is multiple step by step and not something that can be accidently performed. The information was then submitted to the banks for approval which all avenues were declined. The customer then contacted ********************** stating to stop as they did not think the banks would approve. The dealership works with over 30+ banks in order to find the applicant the best deal available. The banks then proceed to check the credit and issue an approval or denial. Once a decision from the banks have been made, then they **** the consumers credit report. Seeing that there are not over 30+ hard hits on the consumers credit report Team Chevrolet did honor the consumers wishes to stop the transaction and took appropriate actions.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21665187
  
  I am rejecting this response because:

  In this case, the business is blatantly lying. I did not file a credit report through team Chevrolet's website. I did it through Chevrolet's website directly. Not through any specific dealership. My credit was run by GM financial who offers the specials through Chevrolet. Once I saw it was denied by GM financial I demanded it be stopped. It then went through ********** ***************** and several others after, let me clarify after I had told them to stop running my credit so I don't know where this guy gets off with his timeline. But I have screenshots of the 30 plus credit hits to my report. So no, I do not accept their answer. Answer. They did not contact the credit bureaus and tell them this was done in air so I reject this wholeheartedly
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/04/2024

  Furthermore, my credit report clearly shows a 2-day difference between the attempts to obtain financing. The BBB request that we do not post sensitive information. Therefore, I will not be posting the screenshots of my credit report obviously. This truly shows the business is low life and should have their business licenses revoked immediately

  Business Response

  Date: 06/04/2024

  Team Chevrolet does not dictate when credit agencies **** inquires on credit reports. Team Chevrolet also follows all Gramm ***** ****** Act (GLBA) information privacy, safeguards and security's when attempting to obtain financing for consumers. 

  Customer Answer

  Date: 06/04/2024

  The business clearly chooses to ignore the facts presented before them. I have screenshots of the text message between myself and the representative from team Chevrolet. And I quote, I will get with my manager and we will get this done today. So while they can say they have no control over when they post, it was clear that when I applied on Chevrolet's website it went through GM financial. At that point when I was denied I knew I did not qualify for the offer. Therefore, I advised team Chevrolet to stop everything as you can see in the text message. And the representative from the company blatantly ignored. It ran to their manager and caused more harm. This is the part the company blatantly is ignoring. Let this be a warning to consumers moving forward to avoid this business

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The dealer is to install a charging station at my house have not done that. The new car now sits in my driveway unable to move. And they have blocked my ability to email them.

  Customer Answer

  Date: 02/29/2024

  This has been resolved. Thank you for your help. *********************

• Initial Complaint

  Date:11/06/2023

  Type:Billing 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.

  October20,2023 Car needed a charged air cooler it was listed under the emission warranty but was denied warranty on the part. Service manager said no remaining warranty on the car. Paid for service work and part so we could continue our trip home. Team Chevrolet in ********* tried fixing the car **** km later car broke down again took the car to a second dealer (GMC) and they covered the car under the warranty left on the car (emission warranty) that Team Chev indicated was expired and didnt exist. The diesel particulate filter was replaced at the second dealership. Service manager indicated the parts were covered under the emission warranty still good to ****

  Business Response

  Date: 11/20/2023

  Hello, after reviewing this customer's complaint and request, ********************** did everything per ************** Policies and Procedures. Attached is a picture of the failed component showing that it had failed and came apart at the seam, which was needed for the vehicle to operate properly. Unfortunately, the customer had an issue with an exhaust component that is unrelated to the repair we performed and would have different coverages. To prove that this repair would not be covered we have attached the labor op, which shows this component is covered under powertrain coverage and base emissions (this vehicle does not have). In the coverage codes attachment, it shows the emission select component is E2, which this component is not covered under and is the coverage the customer is speaking of. At this time the customer was charged for the repairs properly and does not have a case for demanding a refund. We hope the customer made it back safe at home in ****** and does not have any more continued issues with the vehicle. Thanks. 

  Customer Answer

  Date: 11/20/2023

  This is from the ******** warranty book for 2018 **C Terrains. The dealer in ********* indicated the car had no warranty left. That **C Terrains only have a 3 year warranty. But my car has emission warranty till ****, as shown on one of your documents. The component falls under the emissions warranty. Plus the car has The powertrain is covered for 5 years or 160 000 kilometres
  (Chevrolet and **C), as stated in the ******** warranty booklet.
  I realize the car is past some of the basic warranty, but it should of been covered. ****** well learned on my part. Im sure it will be all semantics now between you and I and I feel now you had no intent on trying to fix the car under any warranty. Just bad luck that our paths crossed. 

  Thank you for your concern about a safe trip back to ******, but the car broke down again **** km later the next day. We took it to a **C dealer and all was covered under warranty by the dealer a *** filter was replaced covered under the warranty. Asked if the component you replaced would have been covered, answer was yes under the warranty it would have been covered. The ** tech they contacted on line indicated the *** filter should have been changed by you , but thank god it wasnt, you would have charged me to get that fixed too. So in a sense by it breaking down a second time I learned the car has warranty and some dealers will go an extra mile and help a customer out. Oh in case you didnt get the gist there you are not that dealer. 
  I'm sure you will have some answer for me but I felt after a bit of time youd be more sensible about my concerns. 
  Some vehicle lines, which are sold only in ******, may not be serviced by all General Motor's dealers in *****************. I guess you fall under that assumption.
  If warranty service is necessary while you are in ***************** please contact the ******** ******************** (CCC) for guidance. This is my next step

  
  

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20829122
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/06/2023

  This concern should be taken up to the manufacturer of the vehicle. The customer spoke to my service manager for over 30 minutes about the part not being covered. During this time the service manager contacted the ** rep for guidance and was assured the part was not covered under the active warranties. Another part on the vehicle failed after the intercooler repairs, the failed part was covered under the warranty, this is not a Team Chevrolet ******* ship issue and is not relevant to the fact that the part that had failed when the vehicle was here was not covered. The customer should contact the ****** customer assistance center and provide the documentation we provided them and request a refund through the manufacturer and their closest dealer. We at Team Chevrolet will not be issuing a reimbursement as there is no avenue of payment from ************** to the dealership for a part that is not covered under the applicable warranties. 

  Customer Answer

  Date: 12/06/2023

  I find the response from the business totally laughable trying to make the Serivce Manager into this compassionate, concerned individual. The checking with GM about warranty, the phone call, lol. The second dealership knew within 10 minutes also talking to a GM rep that the car had warranty coverage. Related to me within 15 min. Second time contacting GM rep with my inquiry for  Air Charge Cooler found it would have been covered. The emphatic Service Manager at Team Chevrolet ended my phone concerns with Dont call me on the phone about this again now thats customer care. So I knew at that point we were dealing with someone who didnt care. Somehow I was to come talk to him face to face when my car was in pieces at his dealership and 40 km from where I was staying.  He just didnt care. No empathy there. So in other words it was a way of ending it and for me to be silenced on the matter.  So my question is how could an Air Charge Cooler seal fail. Perhaps by a plugged Diesel Particulate Filter not allowing the exhaust to escape but backing up and pushing out the seal in the Air Charge Cooler. Funny how **** km later it the *** totally failed. Wouldnt this be a cause and effect. *** failed (cause) causing the Air Charge Cooler seal (affect) to blow out disabling the car. Possibility? Funny how second dealership through a GM rep would of covered both items. But did cover a new ***. So wouldnt all damaged by the *** be covered? To put it bluntly yes I believe the car was misdiagnosed at Team Chevrolet. With that my valuable ****** I came away with is there are GM dealers and their are GM dealers who shouldnt be GM dealers. I will be ***** forever now,not a good thing for a company and associated dealers that relies on good will and a sparkling reputation with the public to sell and service their product. One thing you cant buy ever is respect, just cant, its earned. Sorry you lost my respect for your service manager at Team Chevrolet and your business model. 

• Initial Complaint

  Date:07/23/2023

  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.

  In June 14th I took my 04 ***** tahoe for an alternator problem they told me they were gonna take a look at the problem ( my truck didn't have any other problem or check engine light on at the time that I took my truck to them) a couple of days later I rec3ive a call from **** about my truck having some oil leak he told he called the extend warranty insurance and the we gonna pay for all the repairs but the only thing I have to pay was some sensors so I told that it was ok a couple of days later I picked up my truck just drove it couple miles and the check engine light came on I took it to autozone and ******** for a diagnostic and both told me the same that the knock sensor were bad so I took my truck back to the dealership they took a look and told me they had to rewire the two sensors at this time I didn't pay for anything so I went and pick up my truck again and the same thing happen just drove it home and the check engine light came on again I took it back and **** told me I have to come back and a week so they can gimme a rental wich I did they gimme a rental for a week after a week they told me it was the *** module that I have to pay $800 for them to change it and I told them no that they have to gimme a discount wich they did but " while they were test driving it they say the steering pump broke" so I have to pay another $800 the weird thing about this is that I called the ***** dealership to ask the price of the part and the told me they discontinued that they weren't making it no more and this dealership find it right away so after they " fixed it" I pick it up and the same thing happened drove it home and the check engine light turn on so I took my truck to them again and this time the manager came and " talk to me " he say that at this point there's nothing he can do that he doesn't have a rental wich I told them I pay for the rental and once my truck is fix at their expense they can reimburse me my money he said no at this point Idk wha to do helpme

  Customer Answer

  Date: 08/21/2023

  Have you guys heard from team chevrolet service department please let me know 

  Business Response

  Date: 08/22/2023

  The vehicle was originally brought to the dealership with ****** miles. A vehicle with this many miles and years is going to have alot of issues unless it was previously taken care of. We at the dealership would not know if it was taken care of previously as we are not the customers service shop before this mileage and with the amount of repairs the vehicle needed that the extended warranty paid for, it would be my professional and technical opinion this vehicle was not cared for properly in its lifetime. The dealership will not be responsible for further repairs nor perform repairs at no cost. If a part that was purchased by the customer or the customer's extended warranty has failed and is causing an issue, it will be covered under a parts and labor warranty from the manufacture not the dealership. We at the dealership in good faith contracted the customer into one of our Dealer Rental Vehicles at no charge to the customer on the last repair order. We at the dealership cannot accommodate this jester a second time as these vehicles are used for in warranty repairs of in production vehicles. IF the customer is still having issues with the vehicle and wishes to have the vehicle repaired at the dealership, the customer needs to call and make an appointment with an understanding that the dealership service department is ***** hours back logged. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20362689
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/22/2023

  I know my truck has alot of miles but before I took it to the dealership didn't have any other problem. How I'm gonna take care of something of something if it's not broken. I do the regular maintenance in my truck if it's something major I take my trucks to a shop just like I did when the alternator start to go bad but they decide to inspect the whole engine and that's how they find the "leaks " in my truck but nothing else and the problem in my truck is the same issue they said they fix ( knock sensor) like I said before they told me they have to rewire and change the ecm module and still the same I haven't take my truck nowhere else still with the same problem I don't want them to gimme a rental I want my truck fix and don't want my truck to break in the middle of the road with a problem they cause 

  Business Response

  Date: 08/31/2023

  Please reach out to me personally. I would like to the opportunity to review, inspect and repair the vehicle. My name is *************************, I oversee the Parts and ******************* My number is ************.

  Customer Answer

  Date: 09/19/2023

  Team chevroler fixed my truck thanks to ************************* I'm satisfied with their answer thanks

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 new car from them in August. There was a cosmetic issue that should have been repaired but wasnt. We finally took it back to them to be repaired on 5/1. They sent my car to a body shop. As of today they are telling me that the body shop has not been answering their phone for at least a few days and I was told that they have no control over a third party business. In response to my inquiry about my car this morning I was sent only a map to the body shop with no words or explanation. *** left several messages for the ** since we bought the car in August (weve had many issues) but the ** has never returned any of them. We just want our car back so we can move on. We are also waiting for a refund on two warranties that they lied to ** about when we bought them. Can you help?

  Business Response

  Date: 06/12/2023

  The vehicle has been returned prior to this complaint coming through. The vehicle had a paint issue when the customer purchased the vehicle. We tried many times to schedule with the customer to have the concern addressed. We were finally able to have the vehicle long enough to send to a 3rd party vendor body shop to have the issue resolved. Once the vehicle was returned to property, we inspected the vehicle to verify repair and that it was up to standards. We then contacted the customer and advised them the vehicle was ready for pick up. As for the contracts the customer wants cancelled, that can be done by the customer by calling the numbers listed on the contracts purchased. The companies will walk the customer through the steps of cancelling the contracts and receiving and reimbursement due. 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20038441
  
  I am rejecting this response because:
  

  I did receive the vehicle back after contacting a different dealership for help, however, I have not been able to get any information about my warranty refunds. Every message I've left for team Chevrolet has gone unanswered. The gm has received several messages from me since August 2022 and not one has been returned. If someone can provide me a name and number I will gladly continue to follow up on my own but team Chevrolet is unresponsive and has been since we purchased the car. Please help.

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

  Business Response

  Date: 06/20/2023

  The customer has already cancelled the products mentioned as extended warranties. 

  The payment will not be refunded to the customer but to the customers lien holder which is GM financial.

  This refund will not lower the monthly payments but will lower the overall principal of the loan. 

  Attached is the check sent from Team Chevrolet to GM financial for the cancellation of product which was issued May 2nd 2023.

   

  I hope this clears up any confusion on the cancellation and refund process. 

  Customer Answer

  Date: 06/20/2023

   
  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,
  
  *******************************