Complaints

This profile includes complaints for Empire Chevrolet of Hicksville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Empire Chevrolet of Hicksville

  236 South Broadway Hicksville, NY 11801-5004

  
• 

  Empire Chevrolet of Hicksville

  27 First Street -PO Box 248 Hicksville, NY 11802-0248

  
• 

  Empire Chevrolet of Hicksville

  27 First Street Hicksville, NY 11802-0248

  

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:04/10/2025

  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 2/19/2025 we leased a 2025 ******* vehicle. The copy of the transaction has our wrong address ( street name was mispelled).I immediately told ******** ****** of error. He fixed it on his computer and said to us "when we return to complete transaction he was going to give us new copies with the correct spelling". We have called several times and *** ****** has promised to send them to us. Have also told his manager( ******) to no avail. Manager at first transferred us to ***-we left word for call back- no response. Then Mgr. refused to call me back or help me. All we want is to have the papers with the correct address.

  Business Response

  Date: 04/11/2025

  We understand the customer's frustration and appreciate their feedback.  Upon receiving the BBB's complaint, **** ********* of Empire Chevrolet of Hicksville called the customer twice and left a voicemail.  As of the time this response is being submitted to the BBB, the customer has not called **** back.  The dealership has the new paperwork with the correct address ready, a copy of which is attached hereto.  We ask that the consumer return Ms. *********** call to finalize resolution of this matter.

• Initial Complaint

  Date:04/03/2025

  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.

  Empire Chevrolet of **************************************************************** had intentionally engaged in dealership fraud and sold ****** ***** and ****** ***** ***** *** of Mt. *******************************************, ** a lemon car ( 2015 *** ***) with title and identification number in ***** name of # *****************. The financial lending for the *** through Empire ***** was completed on 12/9/2024 with *********** Auto Finance and contracts with *** ***** and ****** ***** finalized on 12/13/2024 through dealership. Where *** ***** was given two sets of keys to the 2015 ***, thereafter purchasing new car insurance and plates and left the dealership with vehicle on 12/13/2024, but had to return back to the dealership on 12/14/2024 because of a strong gas smell. Where the service department had stated it was a serious gas leak, broken gas pump and other issues. *** ***** was then placed in a loaner 2025 Chevrolet Equinox for as long as needed until the repairs were complete on her ******************************************************************************************************************** debts.However, Empire of Chevrolet had made misrepresentations about the condition of the car before purchase, made misrepresentations about repairs and made misrepresentations entirely about the 2015 *** and my 2019 Chevrolet Equinox because of dealership fraud with doing all of this to a disabled black family who uses the *** for work and medical reasons. Empire Chevrolet then filed a false police report recently against me and ****** ***** pertaining to the loaner car of a 2025 Chevrolet Equinox out of retaliation and had me falsely arrested by relying on the deceitfulness of ****, Financial Manager and others involved that was done intentionally all because I asked for updates on repairs of my two vehicles or replacement car and why they abandoned my 2019 Chevrolet Equinox around the corner from their dealership. The Vice-President said she will quickly get us in a car.

  Business Response

  Date: 04/07/2025

  The dealership denies any allegations and implications of fraud or discrimination included in the customer's complaint.  While we acknowledge that the consumer was inconvenienced by the mechanical issues experienced with her ********************** the customer's complaint, the consumer was never without the use of a vehicle until the dealership was forced to report the service loaner vehicle as "stolen" to the police because the consumer would not return the vehicle despite the fact that the term of her service loaner agreement had expired.  That being said, we understand that this situation was a frustrating one for the consumer and the dealership wants to make things right with the customer. 

  The consumer should contact **** ******* to finalize the resolution of this matter. The dealership is prepared to return the consumer's 2015 *** to the consumer, subject to finalizing certain other aspects of the resolution, which we are confident *** ******* can facilitate to the satisfaction of all parties involved.

  Customer Answer

  Date: 04/08/2025

  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 reject the dealership response because the matter had not been resolved. I'm out of two vehicles. No car right now because of the dealership deception. The dealership sold me a defected 2015 *** with many problems on 12/13/2024 of  serious gas leak, broken gas pump and other problems that made the car unsafe to drive. I had to bring the car back for service on 12/14/2024 and was lied too about repairs entirely. The *** was supposed to be returned back to me on 12/19/2024. As for the loaner car, the dealership kept lying to me for 4 months about my two vehicles and kept me in the loaner. I was in daily communication with the dealership. I requested to meet with ******* *****, Owner and **** ***** boss upon my cosigner of the vehicles return from vacation as we did meet with **** on 3/31/2025 in attempt to resolve things. We also filed police reports about our two cars that the dealership had taken illegal possession of for 4 months  through instructions from **** ***** and intentionally leaving us without a car for work and medical needs.

   

  The dealership needs to take responsibility because we wouldn't had been in no fraud 2015 *** deal if they didn't lie to us about repairs for our 2019 ***** Equinox and saying it couldn't be traded due to this being another car sold to us with many problems.

   

  While the dealership employee of **** *****, Financial Manager retaliated against me by filing a false report of stolen vehicle about the dealership loaner car because Chevrolet OnStar and I attempted to file a stolen vehicle report on my 2019 Chevrolet Equinox that this same employee asked for the keys and instructed a ***** tow truck to abandoned my truck around the corner from the dealership on a residential street with causing me to get $2,000 dollars in tickets and court appearances. The dealership illegally took possession of both of my vehicles for  months, including taking my license plates and registration off of the *** and **** telling ****************** not to give me any updates  on the *** or about my ***** Equinox. Again, I've been in contact with the police for months and so was GM OnStar because of the tickets. GM Onstar stolen vehicle department conducted their own investigation between Empire and North Shore Dealership to find out why wasn't my 2019 Chevrolet Equinox repaired or transfered by Empire ***** to North Shore for repairs by tow truck , health and safety inspection, and where is the truck. I was lied too and deceived. My family and I were put in distress, increased expenses, loss wages and was out of our vehicles for 4 months. We recently found the 2019 Chevrolet Equinox and **** had ***** tow to pick the truck back up that their employee **** instructed to be abandoned.

   

  The retaliation was an added insult and harm with fraud, deception and discrimination  towards us as a black disabled family. This was horrible.  Nobody at the dealership did anything to stop it because we are black.

   

  ** ******,  Manager kept me in loaner car he said until the repairs  were completed, if not  a replacement car will be given. The dealership was very deceitful to me and did not resolve things.We are willing to resolve it , but request honesty and no more deception without any further delays. This has caused us thousands of dollars lost , distress and more.

  Again, it was the dealership who made misrepresentations about the conditions of the *** before purchase and after purchase.  The dealership lied to me and said the *** will be repaired under my warranty by 12/19/2024. This wasn't done and then they lied to me again before Christmas and on 12/30/2024 by saying the parts still weren't in and then the wrong parts were ordered.This deceit went on for months with **** harassing me to sign new paperwork with saying he was undoing the deal for the *** and refused to tell me what he had done with my Equinox.

   

  We were done wrong and dealership should take accountability and resolve things entirely .

    

  ****** *****
  
  
  
  
   
  

• Initial Complaint

  Date:03/12/2025

  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 bought my care 10/10/2024 and it star making a clunking sound when turning, i called my dealership and they said bring it in, they checked the car and said it was covered under warranty and the after a few days then they called and said it wasnt covered under warranty and it would be like ******* to repair, i would need to do sum financing to pay for that, but now its been 5 weeks and they keep saying there waiting for the part.

  Business Response

  Date: 03/17/2025

  Upon initial inspection of the vehicle and further research into the issue at hand, our service team determined that the repair is covered under any applicable warranty. While we understand that this may have been disappointing to the customer, we communicated the findings as soon as the assessment was completed.  Regarding the repair timeline, we acknowledge the customers frustration with the delay. The required part was ordered promptly, but due to supplier constraints, it has not yet been fulfilled. Our team is actively working to source the part from alternative suppliers to expedite the repair process. We remain in communication with the customer and will provide updates as soon as new information is available.  We appreciate the customers patience and assure them that we are making every effort to complete the repair as soon as possible. If they have any further questions, we encourage them to reach out to our service department directly.

  Customer Answer

  Date: 03/18/2025

  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:

   Hi, 

  First, I want to say I do appreciate the businesses response and understand the time constraints and how these things can take some time. I dropped my car off on January 29th 2025, and admist figuring out some Payment issues spoke last with **** around 2/28/25. I was informed that I would be given a update the week of 3/3/25 but I didn't receive an update, so I decided to wait the week to see if anyone would call to see when the part would be arrive and they could begin working on my car. I called then 3/10/25, and then again 3/11/25 when I received no call back the following week. My mother called 3/12/25 and received a response that they had begun working on it, however, my boyfriend called Today and yesterday, receiving a call back today that the part had not actually been received yet and they were still waiting. I still during this time was not given any call back to update me on the part or when my car might be worked on. 

  I only became nervous when the communication which had been going very well up until that point, suddenly stopped and there were no updates being provided to me and only responses being provided to other people who called on my behalf. 

  I would appreciate if the business could consider getting me a loaner vehicle for free, as I have had to rearrange, push back and reschedule many important doctors appointments and meetings, due to not having transportation to the facilities and do not have the funds to take ubers or public transportation due to still paying my car loan and insurance - which I was hoping to tell **** and ask for personally when she called me back between the week of 3/3/25 and 3/12/25 (when she then spoke to my mom), but i did not receive a response.

  Please let me know if this is a possible solution for the issue. Thank you.

   

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

  Business Response

  Date: 03/20/2025

  The dealership called the consumer today to let her know a service loaner vehicle is available for her.  The dealership also called to seek approval to install an aftermarket part since this repair is not covered under warranty.  The consumer should call the dealership at her earliest convenience to arrange for the loaner and to discuss the authorization for repairs. 

  Customer Answer

  Date: 03/27/2025

  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 and the matter has been resolved.
  
  I just wanted to say that this situation has been resolved and I am currently satisfied with the answer the business provided. They did provide me with a loaner and are diligently searching now for a part. 
  
  Thank you!  
  ***** ************
  
  
  
   
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  I bought my car in January with an extended warranty, we were told this includes tires, windows, etc. We were told all air filters, wiper blades, oil, and such were brand new. A few days later it started to rain and I turned on my wiper blades to find one of them broken. Clearly they didn't do their 350 point assessment on my vehicle. I called and made an appointment to go in the following weekend. During this week, my change oil indicator went on which told me they basically didn't check anything for my car. A week later my tire pressure indicator went on. I brought my car in for the second time that month to have them fill it and tell me it was the cold weather. A week later it goes on again and I bring it in again for them to tell me I need a new tire. I told them fine since it was included in my extended warranty and they said it wasn't so clearly the salesperson LIED to my husband and myself. I've had nothing but problems since I bought this car. I've brought this car in more times in the last 6 months than I have with my previous cars in the past 20 years. When purchasing this car I receive 2 complimentary oil changes, I go in for my second and for the air vent indicator light, I'm told the vent isn't covered. You're supposed to change your vent every 15,000-30,000 miles. I've only put ****** miles on my car so they obviously didn't change that when I bought the car either which they said they did. They wanted to charge me $100 for it. I declined and then they tried to charge me $50 for my complimentary 2nd oil change. I now need another set of wiper blades (so clearly they gave me used ones when they initially replaced them which is bullshit), and now I also need a new cabin filter. This is complete garbage. Why were they even looking at my wiper blades for an oil change? Oh I know, so they can try to charge me more ******** expenses that should have all been brand new when I purchased the car. This place is such a scam, the salespeople lie about warranties.

  Business Response

  Date: 10/21/2024

  The dealership understands the customer's frustration and the dealership would like to remedy this situation.  The dealership is willing to provide the parts necessary to complete all repairs at no cost to the consumer.  The cost of labor would be the responsibility of the consumer. We ask that the consumer please confirms through the BBB messaging system that this is acceptable and, if so, the dealership's service manager will contact the consumer to make an appointment.

  With respect to the oil change indicator of the consumer's complaint, the oil was changed, but it's possible that the meter/gauge was not reset at the time the oil was changed.  Additionally, the dealership did not install used wiper blades on the consumer's vehicle.  The dealership denies all allegations of wrongdoing included in the consumer's complaint, however, when a consumer is dissatisfied with the service they receive, the dealership accepts the responsibility to make the situation right. 

  Customer Answer

  Date: 10/22/2024

  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: according to your website you complete a 172 point preowned inspection which includes oil, air filters, and wiper blades. I brought my car home with 20% oil life and broken wiper blades. They did NOT FORGET to reset the gauge as I had to go back and sit for a few hours while they fllled my oil and installed a "new wiper blade", all of this should be covered and shouldn't have been an issue to begin with. I've had my car for under a year and shouldn't have to put new wiper blades on again if I just got new ones in January, also I shouldn't have to pay for labor for my air filter as that is another item that is supposed to be checked before I left that parking lot. I have not put 15, 000-30,000 miles on the car therefore if it was in working condition or brand new as your website claims then the light shouldn't have gone off. Since it has obvioiusly once again someone didn't do their job and wants to charge me $100 to install a $25 part. Absolutely not, you said you'd take accountability then do so. Again, I wonder why you were even checking my wiper blades when I came in for an oil change. Oh yeah, it's to charge me more b.s. for something I don't need. If you're not willing to comp the air filter including labor I will not be closing this case. 

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

  
  
  
  
   
  

  Business Response

  Date: 10/22/2024

  The dealership is willing to install a new air filter and wiper blades at no cost to the consumer.  If this is acceptable to the consumer, we request that she responds here with a date and time when she would like to come to the dealership to have this work done. Alternatively, she can call the dealership and ask for the service manager, *** ******, to schedule an appointment.  In response to certain other allegations from the consumer, it is entirely possible for wiper blades to require replacement within a year.  

   

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we have been in contact with the manager, and I have an appointment on November 1, where they will change my cabin and engine filter, replace the wiper blades, and check the brakes (as recommended on my receipt) at no charge whatsoever. As long as this is upheld, I will resolve this. If it is not, I will reopen a new case. 
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  Our company purchased a 2023 ***** Silverado from Empire Chevrolet of Hicksville in September 18, 2023. We had brought truck in for service and was told we needed a part for transmission which was a few weeks for that to repair. However, a few days after we received truck back from first repair service that part broke. When we brought the truck back to Empire Chevrolet they said it needed a new transmission. As of April ************************************************** Hicksville. We were informed about 2 weeks ago that the technician that works on transmissions apparently walked out and they have not hired anyone nor have any technicians that can work on transmissions. So they are saying only 1 technician can work on transmissions? We want the truck repaired and should be somehow compensated for us being without a vehicle for over 4 month as we had to rent cars, find rides , etc.

  Business Response

  Date: 09/09/2024

  The dealership is in the process of diagnosing the exact cause for the issues with the consumer's vehicle.  As has been discussed with consumer's legal counsel, ************** (i.e., the vehicle's manufacturer) and the dealership have been collaborating with respect to the repairs to the consumer's vehicle.  Considering the consumer purchased the vehicle as a new car, the vehicle's warranty should cover the cost of repairs and, in working with the manufacturer, the dealership will lobby on behalf of the consumer to have all repairs covered.  Although the decision ultimately lies with the manufacturer, the dealership will also plead with the manufacturer for them to cover the cost of a rental incurred by the consumer.  

  The dealership is optimistic that it will be able to identify the exact cause of the vehicle's issues this week. 

  Customer Answer

  Date: 09/09/2024

  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:

  This ***** Silverado has been at this dealership since April 2024. We have been told this from Empire for months now. They still can not at this time repair the vehicle or get any response as to how long. it should not take 8 months for a brand new truck to be repaired. GM also has not responded to our complaint. We WANT THE VEHICLE REPAIRED ASAP AS TO WHAT IS NECESSARY AND NEEDED and returned to the owner. We also want reimbursement for vehicle rental - we will submit receipts. Stating that they are still awaiting or are still working with GM for repair is not acceptable - a major corporation should not take 8 months for approval of repair. This is a dealership that we have purchased the truck from and have not received any acceptable customer service. GM should request to Send to another dealership to repair if Empire does not have the capability to and handle all expenses.

   

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

• Initial Complaint

  Date:08/14/2024

  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.

  Automatic Industries purchased a 2021 ***** Traverse from Empire Chevrolet in Hicksville. The vehicle needs a new transmission. It is out of service and has been in the dealership waiting for repairs since June 2024. Prior to that date, the vehicle was in for repair at ********* Chevrolet in May on two occasions. We have made numerous and repeated requests for repairs or to trade the vehicle in for a replacement. We are not receiving any response. The vehicle has been out of service since June 2024 and is essential to the operation of the business.

  Business Response

  Date: 08/14/2024

  The dealership's service manager contacted the consumer yesterday to advise them that the transmission needed to complete repairs to the consumer's vehicle was delivered only yesterday.  We anticipate that the vehicle will be returned to the consumer sometime early next week after repairs are complete.  We appreciate the consumer's patience and share in their frustration as the dealership has experienced substantial delays in receiving parts which were ordered as special orders. 

  Customer Answer

  Date: 08/15/2024

  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:

  We have been promised service numerous times in the past which we did not receive. Please keep this complaint open until the repairs are completed and we have the car back. 

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

• Initial Complaint

  Date:06/17/2024

  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.

  The Manager ***** and Dealer ****** lied to us and gave us VIN numbers of two cars and we never got the cars. They also took $500 from us as a deposit and never gave us the car. They lied to us numerous times about what cars they have and wasted our time.

  Business Response

  Date: 06/17/2024

  We apologize for the delay in the return of the consumer's deposit. Please see the attached check, which the consumer should receive in the mail this week.  

• Initial Complaint

  Date:10/02/2023

  Type:Product 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.

  6-15-23 Met with *********************-Mgr Empire ***** with my ************************************************************************************ writing. ****** logged 2022 Vette odomerter at **** miles and took possession of my letter requesting refunds and copies of both contracts allowing for a refund. ****** was to give paperwork to ****** in Finance for processing - ETA ***** days. 8-23-23 spoke w ************************* new Mgr Empire ***** - Kimmel and ****** no longer are employed at Empire *****. ******* asked me to email my letter requesting refunds and copies of both contracts allowing for a refund. After numerous follow up calls and emails ******* refuses to reply or *************. This is bad business and translates to theft. I and others should not be subjected to this treatment. Please see copies of my requested refund and log of calls and emails. I request a refund as described inthe contract. Please help me.

  Business Response

  Date: 10/12/2023

  Our apologies for the delay in getting this matter rectified, but the reason for the delay was due to the fact that the consumer purchased the subject after-sale contract prior to the current ownership's acquisition of the business.  This added time to the process of getting the contract cancelled and the refund issued.  The business has been in contact with the consumer to provide updates regarding the status of the cancellation and refund.  The refund will be issued by the contract provider and will be delivered via check in the next 2-5 weeks as per the contract provider.  The dealership requested that the consumer's refund is expedited in light of the consumer's patience to this point.  We will provide any further updates, should there be any.  

• Initial Complaint

  Date:08/22/2023

  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.

  Empire Chevrolet was paid to replace my front brake pads. the day i picked up i noticed my brakes were grinding. There was also a knocking noise on the front driver's side area. I took the car bac to Empire and let the manager ***** drive it. He heard the noises. The mechanic put the car on the lift and said he didn't see anything wrong but said he tightened something around the hub of the tire where it meets the axle and magically the noise went away or so we thought. The noise is now in the middle of the front of the car. Hoping there is nothing wrong with my axle. As for my brakes, they put in Delco brake pads, not ***. The service coordinator ********, said she was at fault because she told them to use the Delco pads because they were out of stock on the *** and since the dealership already had my car for 35 days, they wanted to rush it and get it back to me. Mind you they have my car because my transmission needed to be replaced at 57 thousand miles, the starter went a few weeks before that. I cannot be without a car and the dealership will not provide a loaner. I have an extended warranty that ***** said should cover the rental, but GM says no. Because the brakes pads are defective, they are damaging my rotors which the dealership only wants to resurface. The dealership should be replacing the brake pads, the rotors and providing a loaner or rental at their cost not mine. This problem occurred because of the defective brake pads they put in my car. I cannot be without a car as I have two special needs kids who need to get to the services so without a car they cannot go. GM told me that this is only an allegation against the dealership but its not an allegation. The dealership put in defective parts and need to replace them immediately. The longer it takes them to replace the more damage that is being done to the rotors.

  Business Response

  Date: 08/22/2023

  We apologize for the inconvenience to the customer. The dealership has agreed to replace the customer's brakes and rotors at no cost to the customer.  The dealership is confirming that it has both the brakes and rotors in stock to complete the repairs.  Once the dealership confirms that the parts are in stock, the dealership will contact the customer to see when she is available to bring the vehicle to the dealership.  In total, the repairs should take no longer than 2 hours.  Unfortunately, the dealership's fleet of service loaner cars has been depleted for quite some time so the availability of loaners are scarce.  

  When the vehicle was last at the dealership, the vehicle was safe to drive despite the noise that was coming from the vehicle.  The dealership still plans to address the noise by replacing the above-stated parts, but, when last seen, the vehicle was safe to drive.  We feel that this information is important to add for the customer's peace of mind.  

• Initial Complaint

  Date:04/03/2023

  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.

  SCAMMERS!! Horrible horrible horrible service!!! Incredibly unprofessional and awful. Try to take advantage of people who they think dont know better! We had agreed upon a price for a car, sat down ready to sign the contract and noticed the price was increased from the agreed price. When questioned about the "mistake" I was laughed at by ******* in my face and mocked for catching the mistake. When asked for an apology for the rudeness and LACK OF 5 star service, I was told ******* was no where to be found. The deal did not go through based on the principal of HONESTY. If this is a 5 start location how can these "mistakes" be made? A computer over sight? I think then your system needs to be updated and I wonder how many others have signed contracts that had these over sights. When I asked for an apology I never received one. This is the quality of service. I do not recommend at all. And would be SURPRISED if I received a call to discuss their unprofessionalism in this car deal. Buyers beware of the agree upon price and what you sign. Would happily change my review if integrity was shown and a correct apology was given by ************************ then... stay far away from this dealership. Yea I have photos of both contracts with the "discrepancy". Ill wait for an apology for the unprofessionalism . $16 x 36 = $576 trying to steal money from honest families. CHECK YOUR CONTRACTS

  Business Response

  Date: 04/03/2023

  The dealership apologizes for the consumer's negative experience while shopping with Empire.  Empire does not accept anything less than exceptional customer service from its employees and when we learn of instances where our standards are not met, we take immediate corrective action.  The General Manager of the dealership, ***************************, attempted to reach the consumer by phone this past Saturday, April 1st, but he was unable to connect with her.  ******************** will continue to attempt to reach the consumer until successfully contacting her.  Should the consumer wish to contact the dealership directly, please advise her to ask for *************************** when she speaks with the receptionist.