Complaints

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 ***** Traverse from East Hills Chevrolet of Freeport on 5/2/22. After I got home I was playing with car settings. I noticed the above car camera didn't show the front of the car. Upon further inspection I found the front grill was cracked and the front camera was broken. The latch that held the rear sun roof shade was also broken at the rivets and just placed back as if nothing were wrong with it. None of this was disclosed to me before purchasing the car. On 5/3/22 I called the dealership and spoke to my saleman *********************. I reviewed the issues with him, he said he would fix the damage at no cost and to bring the car in and that he got it authorized by his manager. I told him my wife would bring the car in on 5/6/22 since I couldn't get out of work. My wife who is 36 weeks pregnant brought the car in at 12pm on 5/6/22. They proceeded to give her a hard time about the grill and camera. They fixed the latch on the sunroof. I was put on the phone with *************************, ******* manager, who then told me they wouldn't sell me a damaged car, which they clearly did, and said he had to talk to the general manager about authroizing repairs. He also said ***** never spoke to him and that he never authorized the repairs. I tripple checked with ***** that this would be taken care of before sending my pregnant wife to the delarship. She had to take the day off of work to go there. We are both very upset and they are now playing games with us. We were told it would be taken car of, but now they are all lying.

  Business response

  05/06/2022

  Dear ******,

   

  Thank you for reaching out to us.  And, thank you, BBB, for allowing us to respond to this complaint.

   

  ************, I understand you took delivery of this ***** Traverse on Monday, May 2nd.  After Monday, you reached out to ***** to discuss the issues with your vehicle.  At that time, ***** told you to bring in the vehicle. 

   

  Today, you came in with your vehicle and you spoke with ****, our pre-owned vehicle sales manager. **** was unaware of the issues you discussed with *****.  I'm so sorry for this disconnect.  **** will be speaking with our general manager this weekend and he will contact you on or before Monday, May 9th to address the issues. 

   

  I empathize with you and your wife and how today may have left a bad taste in your mouth.  You are a valuable customer and I hope giving us a day or two will prove to be worth the wait.  

   

  Thank you in advance.

   

  Sincerely,

   

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

  Chief Marketing Officer

  East Hills Auto Group

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

   

  Customer response

  05/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   I have yet to recieve any contact from East Hills ***** of ******** as stated from their response, they would contact me by 5/9/22. In addition, I located my car on their website and the front camera being inoperable can be seen in their photos. An issue that was not disclosed to me at the time of purchace by the salesman or in the vechile inspection report given to me by the finance department. The used car salemanager also clamined he had photos that said I was lying and that the car wasn't damaged prior to me buying it. Their own website photos argue to the contrary. 

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

  Business response

  05/12/2022

  Dear ************,

   

  Thank you for speaking with our general manager, ****, yesterday.  It's been relayed to me that you both came to a resolution and your wife will be able to bring the vehicle to us for repair next week.  Thank you for giving us the chance to remedy things.

   

  Sincerely,

   

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

  Chief Marketing Officer

  East Hills Auto Group

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

*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. ↩