Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9, 2024, I went to Empire ***** of Huntington to purchase a vehicle. They had the exact vehicle I was looking for, and I placed a $500 deposit on it using my *********** debit card. A few days later the dealership called and said they could not sell me that car because it was hit in the parking lot. A few days later they said they had another one but were unable to sell it due to a recall. At that point I asked for my deposit back which they REFUSE. I did not receive any goods or services for my $500 and I want it BACK !! I disputed the charge with ***********, spoke to the manager at the dealership, called GM directly, wrote a letter to GM, tried to reach out via ****** and social media, but they refuse to give me my money back and GM won't help me other then letting the dealership know of my complaint. I wound up purchasing a car at a different dealership, but I am still out my $500. I looked at their ******** page and it seems like Empire has done this to others in the past. Please help me get my hard earned $500 back. I am a civil servant who has been with the fire department for 23 years and have to work long and hard to be able to afford a new vehicle. I WAS VERY MUCH TAKEN ADVANTAGE OF BY EMPIRE ***** OF HUNTINGTON !!!!

  Business response

  08/14/2024

  We thank the consumer for their patience in receiving the refund of their deposit.  There was apparently a lack of communication within the dealership's various departments and it led to an unacceptable delay in refunding the consumer.  **************** with the dealership's accounting office (and as stated in the consumer's complaint), the consumer successfully disputed the $500 charge to the consumer's card.  The dispute has appeared on the dealership's end, which typically means the consumer will see the refund on their on the following day.  If there are any further issues, we encourage the consumer to reach back out via the BBB site and we will see that the refund is completed.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6 months ago my 2022 chevrolet silverado 1500 car under warranty developed a foul odor and was causing me headaches and loss of taste and smell.Despite the warranty replacement of my leaky window and all of the resultant soaked car rugs a dangerous mold condition with a foul smell has persisted and made my vehicle undrivaable and has caused me headaches and loss of smell and taste. Any attempt to drive this vehicle would be dangerous to my and any one elses health I am a physician for 40 years and am well versed on the dangers of mold infestation A mold specialist has taken samples from the car with results pending and has warned me against driving the vehicle.The car needs to be exchanged or refunded so that I stop paying roughly 850$ a month on a useless vehicle.

  Business response

  07/05/2024

  As stated in the consumer's complaint, the dealership replaced the window which was allowing water to seep through to the interior of the vehicle and, further, the dealership replaced the surfaces in the interior of the vehicle which were effected by the water seeping through the window.  The next possible steps would be to re-check the window and all other parts of the vehicle to confirm that no other leaks exist and/or the interior of the vehicle could be detailed in an attempt to rid the vehicle of the smell about which the consumer is complaining. 

  Considering the consumer did not purchase the subject vehicle from Empire Chevrolet of Huntington, the dealership will not consider replacing the consumer's vehicle.  Frankly, even if the consumer had purchased the vehicle from the Empire Chevrolet of Huntington, the details of the consumer's complaint do not rise to the level that would necessitate a re-purchase of the consumer's vehicle by the dealership. However, it is possible that the dealership where the consumer purchased the vehicle would be willing to make some sort of goodwill concession.  

  Customer response

  07/09/2024

  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:

  MY *** WHICH WAS PICKED UP AT THE EMPIRE ***** DEALERSHIP AFTER SPENDING 3 WEEKS THERE FOR A FOUL ODOR WHICH TURNED OUT TO BE CAUSED BY A LEAKY REAR WINDOW WHICH FLOODED FRONT AND REAR ***PETS REQUIRING COMPLETE REMOVAL AND REPLACEMENT OF THE ***PETS AND REAR WINDOW. THE *** WAS RETURNED FILTHY BOTH INSIDE AND OUT WITH A CONTINUED FOUL ODOR THAT HAS BEEN GIVING ME HEADACHES AND A LOSS OF TASTE AND SMELL. DESPITE HAVING THIS PROBLEM IT WAS RETURNED WITH THE ORIGINAL CABIN AIR FILTER THAT WAS BLACK WITH MOLD AND FOUL SMELLING. the car is undriveable at this point and the dealership who has had the car in for multiple defects and recalls and has never fixed the problems with a single visit now states that they have no further responsibility and that if i want it returned I need TO GO TO THE SELLING DEALERSHIP EVEN THOUGH THEY ARE BOTH ***** DEALERS AND ARE RESPONSIBLE FOR CORRECTING ANY DEFECTS. i would be glad to keep the car if they could truly remedy the issue but to date after haviing the car for 3 weeks returned it dirtier and smellier than when I gave it to them. I just want  them to live up to their responsibility as a ***** dealership and correct the issue which makes this car unusable. To date they have been negligent and incompetent in fixing the problem. When i called them on this issue persisting they didnt even offer check out the complaint and were completely dismissive.
  

  
  

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to the dealership on 5/31/24 to purchase Chevrolet Equinox 2019. Everything up until the purchase of the car was okay and I was told by the salesperson that I could pick up the car after it goes through service department in a day or two.However, AFTER I completed the paperworks, including signing of the purchase contract, the finance person informed they dont have the title for the car but everything should be ready by 6/5/24, in 5 days. However, no one informed me of the title situation before signing the contract - in which case I wouldnt have signed. Regardless, I was okay with waiting a 4 days and had put down $4000 deposit. However, I didnt receive any call. So, when I reach out to them, I was told that the title is still not there but should arrive by the end of the week, 6/7/24. Again, they did not reach out by 6/7/24, and when I called, I was told that the title isnt there. I spoke to the dealership again on 6/11/24 and spoke to a manager, ********. She said that they do not know when the title will arrive and I should understand that title may take weeks to arrive. Again, I was not informed of this situations before signing the contract. So when I asked to cancel the purchase given they havent delivered the car and paperworks in almost two week, she refused - even though they had me sign the contract under false pretense about the car delivery.Finally, on 6/12/24, the salesperson called saying the title has arrived, BUT now they need the lien removed and he doesnt know how long THAT will take. On 6/14/24, the salesperson called back, after I tried to reach him, with his sarcastic comments when I asked if the car is ready. On 6/15/24 he called again saying that he could issue a dealership plate by 6/17/24 so I can drive the car. Again, he couldnt think of this earlier as I desperately needed a car and reached the dealership multiple times? This is a used car, they should have all these taken care of before putting the car out for sale!

  Business response

  06/20/2024

  The dealership apologizes to the customer for the inconvenience.  Upon receiving the complaint, the dealership contacted the customer to explain the delay with the title to the vehicle.  There was an unexpected delay in receiving the lien release from the prior lender on this vehicle.  However, all such issues have been resolved and the customer advised that they will be visiting the dealership in the coming days to retrieve the vehicle.  Should the consumer have any further issues or questions, they should contact ******************** at the dealership. 

  Customer response

  06/27/2024

  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:

  I reached out to the business, ****** - Used Car Manager, on 6/20/24 regarding the car and informed them of my complaint with BBB. They said that they replied to the complaint and offered that I take the car with their dealer plate on the car which would allow me to drive the car while they still work on the vehicle's title and other lien issues. I agreed with the proposition but I still demanded that the business come up with a solution for the three weeks delay in delivering the vehicle to me. On 6/26/24, the salesperson delivered the car with a dealer plate and I currently have the vehicle. They also gave me a full tank of gas which I appreciated. But it is NOT ENOUGH.  In the weeks that I waited for the car, I had to pay to borrow someone else's car, pay for insurance and registration (as I was transferring the plate), and, of course, add the frustration and inconvenience of not being able to drive a car for which I paid $4000 deposit. 
  
  Now, I am waiting for the business to resolve the title and lien situation, and complete the purchase. Also, waiting for them to come up with a solution to compensate for everything I mentioned above.
  
  *******************
  
  
  
  
   
  

  Business response

  07/05/2024

  ******* from Empire Chevrolet of Huntington has been in contact with the customer. ******* advised the customer that the lien issue has been resolved and, if they haven't been delivered yet, the license plates should be delivered to the customer shortly.  Please contact ******* or Michel at Empire Chevrolet of Huntington if there are any further issues.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 23, 2019 my husband and i purchased a 2018 ***** equinox with approximately 11k miles on it. Along with the. Car, we also purchased and extended warranty and a prepaid service package. During my first service, I asked the service manager to check if my service contracts were linked to my vin. He printed me out copies of the contracts in the system, and I realized that the terms of the extended warranty were completely different than the contract we have, in hand . My husband and I went back to empire ***** of Huntington directly, and was told that this would be corrected. I thought nothing of it until a few months later, when I went for my next service, only to learn the terms of the contract were still incorrect. At this point ***** was going on, and I was not able to go into the dealership , so I started communicating with a finance manager, ***************. Months went by chasing a resolution, and that is when I was told that the finance manager who sold me this warranty was wrong about the terms, and simply corrected it in their end when entering the contract into the system. I was told, rudely and bluntly I had to accept that I have continued to pursue this issue , speaking to a finance manager named ********, as well as most recently a *******************. No one will get back to me. Im always told to expect a call , then nothing. I have all the original paperwork, and all communication saved. I either want my warranty extended for the terms my husband and I believed we were purchasing, or a want a refund for the difference The terms of our contract were suppose to end 7/2025 or ******************************************************* that my warranty is only good until 7/25 ***** miles

  Business response

  10/02/2023

  I have been in touch with **************; and we have worked out a resolution that she is happy with . We are giving her a two year warranty that resolves her issue .

   

  Sincerely, 

   

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

  Customer response

  10/05/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********************************* /********
  
  
  
   
  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle and put a downpayment on a ***** blazer 2019. I got the plates and registration as well as the title but Empire Chevrolet of Huntington which is a car dealership first made a false police report and had local police threaten me then today I woke up and my truck was repossessed, and I've had it since October 24th 2022. they have no right to steal my property. not only was my identity stolen and I was humiliated but my car was illegally repossessed according to United States Code which is federal law not only was federal laws broken but having police contact me saying there's been a report I stolen a vehicle is breaking PENAL LAW and that's a criminal offense.

  Business response

  03/01/2023

  Contrary to what the customer states in his complaint, the customer never received final approval from his lender and, as such, never delivered payment for his vehicle beyond his down payment.  The customer drove the vehicle for 4 months while the dealership was attempting to reach him by phone and email while he still owed the dealership over $40,000 for the vehicle.  The customer left the dealership with no choice but to repossess the vehicle considering his utter refusal to work with the dealership in getting his financing squared away.  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1st mistake FAILURE to advertised the vehicle without proper listing of cost of PRICE! 2nd mistake did not PROVIDE/RECIVE ANY written terms of the warranty for vehicle still until this very day of 01/24/23 or bill of sale or WRITTEN CONTRACT from them when vehicle was purchase in 05/22/21 after several encounters with INCLUDE from last meet on 01/23/23 WITHHOLDING CRUCIAL documents from not allowing me to EXAMINE what I ASSUME to have PURCHASE! I contacted Bank(***** Fargo) and they also been requesting & did not receive until I spoke!(20months) Under the Federal Trade Commissions they are PROHIBITED from MISREPRESENTING ANY warranty terms! NO buyer's guide has been provided! HOW does a USED vehicle 2017 suburban 42,000miles(at time) ****** blue book quotes it at $26-29,000 but LOAN was $66,000(estimates)after 9% interested rate comes to $89,000 ? im buying a car TRIPLE its value and Paying for some one MORTGAE/SWING POOL with this INCOME! (check their TAXES! PLEASE!) they spoke of $42,000 but contract says $44,000 paperwork not matching from what i have receive ONLY from bank(not from dealer still til this day!01/24/23) Yes they FOUND A signature on a loan after 20months of me requesting it and bank and attempt tried as well until I proceed with legal action! ANYBODY can MAKE-UP a contract to cover their themselves over 20months time! WHY none this was present AFTER I'm STILL REQUESTING IT! TODAY! with all theses OBLIGATIONS with more disclose even if I turn vehicle in I'm still responsible too pay dealership for there false incorrect ILLEGAL COMSUER FRAUD TRANSACTIONS?

  Business response

  02/14/2023

  Please note that ****************** and the dealership have an appointment for this Thursday, February 16th, for ****************** to recontract his deal in order to lower his monthly vehicle payment.  ****************** met with an employee of the dealership last week to discuss his deal and to answer any questions he had.  During that meeting, ****************** was provided with the documents he states he had not received previously.  However, the dealership is compelled to vehemently deny all accusations of wrongdoing in this matter.  We understand ****************** is frustrated, but his contract clearly sets forth the terms of his vehicle purchase, which included several after-market products which would not be included in the *** price quote he researched.  The resolution of this matter has been agreed to in principle and will be completed this Thursday.  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased used car from them so complaint with used car ***** It was one issue after another but biggest is neglected repair. Car listed on car fax as having tear in back seat fixed. Went to pick up car and was nevwr even cleaned for pick up so was thrown , forgot to check tear. Finally get in car after signing and see tear still there so I notify sales person. She said she would check on. They were to get back to me bc should have been fixed. Waited on call that never came . Just called recently about again bc supposed to get oil change and they told me someone would get back to me and they have not . There are more issues then this. Car received dirty , was told someone would call me , possible detail bc never done. *** supposed to have warranty but when went to pick up car , finance guy told me not true and that I needed to buy one that would go into effect after current up as only 2022 vehicl3. Letter in mail stating that's not the case, that it goes I to effect now , on essence shortening coverage.. driver side wiper fell off right after purchase ( wuth 1st rain) and eh3n I called they said it was my fault . I could go on and on. Right now I just want the tear in the seat fixed .

  Business response

  01/10/2023

  The dealership has coordinated with an approved repair company to fix the tear in the backseat identified in the consumer's complaint.  ***** from Vipro has the consumer's number (and we have provided the consumer with *****'s number) so that an appointment can be scheduled to address the tear in the vehicle's backseat. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 27, 2022 I responded to an advertisement of Empire Chevrolet of Huntington for a Certified Pre-owned vehicle. A copy of the advertisement I responded to is attached, see Exhibit A. After a road test, I agreed to pay the advertised price of $18,448.00;The salesman presented me with an agreement which stipulated the price of the car $18,448.00 plus calculated *** sales tax of about $1,640 and some other fee of about $175. I did not receive a copy of the aforesaid agreement. I made a down payment of $2,000 and my father who was present at the time of the transaction helped me by paying $1,600 to cover the taxes. The total down payment for the transaction was $3,600.00;When given financing, $1,877.00 sales tax was applied again. A copy of the financing agreement is attached hereto, see Exhibits "B" and "C".After a number of phone inquiries which did not result in a satisfactory response, today, October 22, 2022 I personally visited the dealership and I was denied a monetary refund for the extra amount of $1,877.00 which was charged as sales tax to the amount that already included sales tax. I was offered services instead.Since the mistake Empire Chevrolet of Huntington made resulted in a financial loss for me, I request the dealership issue a monetary refund for the amount of $1,877.00 which they should have never charged.

  Business response

  10/26/2022

  The dealership will be issuing a refund for $1,877.00 in the coming days.  In the event that the consumer does not receive the refund by early next week, please direct the consumer to respond again via the BBB website or to call the dealership and ask for ************************* or *********************.

  Customer response

  10/27/2022

  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. At this point in time however I have not received any refund.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

  Customer response

  11/07/2022

  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:
  Regarding my complaint ID # ********, I have yet to receive any refund from Empire Chevrolet Huntington at this time. I will be more than happy to pick up the check in person from the dealership to avoid any possible confusion, mishandling or delay in receiving the refund. 
  ********* ******
  
  
  
  
   
  

  Business response

  11/15/2022

  The attached check is being mailed today.  Please contact the dealership if you do not receive the check by Monday of next week. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a brand new Silverado back in 2019 , I have complained numerous times of transmission issues , in which I have documentation for . They never did anything about it and my truck has sat there for weeks at a time. I recently purchased my vehicle , and also an extended warranty , and my transmission is now blown , I had called to have my truck brought in back in July when my check engine light first came on and was told my the supervisor that they couldnt bring me in to be seen for 3-4 months. It is now 3 months later and I had my truck towed there and was told transmission is another 4 month wait , they will not give me a loaner vehicle and trying to tell me its now out of factory warranty in which I am at 105k miles but when I originally called to have it brought it i was only at 97k and under warranty. They are trying to only do patch work and not replace my transmission when I had my mechanic and a transmission mechanic tell me I had a lot of metal and the transmission needed to be replaced. This should all be covered under warranty and I should not have to go 7 months with no vehicle when I pay $863 a month for a truck. And a loaner vehicle should also be given to me . My truck has been there for 3 weeks now and still no one has called me with a diagnosis etc

  Business response

  10/24/2022

  We apologize for the inconvenience to the customer, however, the delay in resolution is due partially because of the issues impacting the worldwide supply chain.  As the customer points out in the complaint, there is a several-month wait for parts (such as transmissions) to be delivered by General Motors to its dealers (such as Empire Chevrolet of Huntington) and, further, that same supply-chain disruption has detrimentally impacted the dealership's ability to get new vehicle inventory, which, in turn, has reduced the number of available vehicles in its service loaner inventory.  Due to the foregoing, the dealer has emphasized advocating to General Motors on behalf of consumers.  The dealership was able to get General Motors to agree to cover the cost of all repairs except for $2,000 worth of work which the customer will have to pay.  Considering a replacement of a transmission typically costs at least $10,000, the dealership feels that its efforts have been fruitful.  At this time, in order to commence work to the consumer's vehicle, the dealership requires only the consumer's written authorization to commence repairs authorized by General Motors.  The dealership has reached out to the consumer seeking said authorization, but, to date, has not received such authorization.  Please direct the consumer to call the dealership and speak with its service manager, ***************************, to arrange for the commencement of such repairs.  

  Customer response

  10/31/2022

  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:  unfortunately the dealership has not resolved my complaint , they actually made it even worse . As you can see in there response they sent you, they said that they are only asking me to pay $2000 for a brand new transmission which is a $10,000 job. My transmission has a LOT of metal inside of it and they refuse to replace my transmission, in which it desperately needs. They are only trying to fix the computer module as well as the valve body. This will not remove the metal inside the transmission. The total job cost is just under 6k for a transmission yet they are telling you guys its a $10k job . They are also telling you that the reasoning for the delay is due to not being able to get parts but I have an email from the service manager stating he can get a brand new transmission in 7 days from Michigan. Like I had mentioned I have proof of me being under warranty at 97k miles in which my warranty ended at 99k miles . They pushed me off for months so that I ended out of warranty , and my truck has now been sitting there for 6 weeks and I now needed to have it towed to my mechanic who will fix it properly , with a brand new transmission from gm for a total job cost of $5k . Coming with another 100k mile warranty. This dealership is very unprofessional and will ***** you over in every way possible. My warranty also included dings to be repaired and they refuse to fix those as well. Not to mention ***** the service manager disappeared with my keys for months and then mysteriously showed up and not my house but my fathers house with the keys months later , which to me was very weird because he had just moved to this place and no one I mean NO ONE has his address especially not Chevrolet . I will be filing a lawsuit against them for the business and wages lost due to not having my truck for months , and will also be suing for the cost of my repairs and tows as well as the $150 a day I had to spend to get to and from work .   
  *****************************
  
  
  
  
   
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Financed a used 2008 Lexus RX 250 at Empire Chevrolet of Huntington on 8/23/22. Put down $3000 down payment and signed all paperworks but never received any copies of it. Also did not get car same day because they said they need to service and detail it. Next day told me car is still not ready and they needed to order a part and fix it, should be done tomorrow. I go over Thursday and still not ready. Saturday tells me that car wasn't able to be fixed by them so was sent to a ****** dealership and should be done by Monday. Today 8/29 Monday I called noon and left message. No call back so I called back. Sales said will check with ******. Told him I wanted to cancel transaction and he told me I can't. Asked to speak to Manager and he hung up on me. Never called me back. I called Manager and was put on hold to connect to him for 10 mins until it went to voicemail. Called later and was told he left for the day so I left message. I put in complaint to DMV and to Chevrolet via Chat. They gave me a case number. I just want to cancel the transaction and get my $3000 payment back. The attached supporting documents (not including receipt of $3000 payment) are all the paperwork I got when I asked for it on 8/25/22.

  Business response

  08/30/2022

  Upon receiving this complaint from the BBB, the General Manager of the dealership spoke with the consumer and arranged for the unwinding of the deal and the refund to the consumer.  Please direct the consumer to continue dealing with ********************* (the General Manager) and those with whom ******* refers this matter at Empire Chevrolet of Huntington. 

  Customer response

  09/04/2022

  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: 

   On 8/30/22, Spoke to Sunny (one of the general manager at the dealership) on the phone and agree to credit me and cancel transaction. He said I will get credit (to my bank account) within 72hrs. I gave him my debit card number and expiration date and he said that is sufficient to get credit. Today is 9/4/22 and I still have not received credit or pending credit to my bank account. 

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

  
  
  
  
   
  

  Business response

  09/19/2022

  As of the date of this response to the BBB, the consumer has been refunded.  If the consumer still has not received the refund, please contact the dealership and ask for *********************, the General Manager.  

  Customer response

  09/20/2022

  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. It should not have taken this long to resolve and I still do not agree or like the way this dealership do business. 
  
  Sincerely,
  
  ************************
  
  
  
   
  
  

*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. ↩