ComplaintsforMohawk Chevrolet

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Finance employee (Jacob) ran my credit illegally. Inquired about a vehicle two weeks ago for myself. I decided not to go with this dealership. Today 9/19/24 I received four hard credit inquiries. I couldn’t figure out why. My husband was at Mohawk Chevrolet preparing to buy a truck. Unbeknownst to me, they put me on there as a cosigner, taking information that I had given them weeks ago. I never once gave them permission as a cosigner, I never once gave them permission to run my credit again. Jake called me after the ordeal, he noted that it was a mistake and accidents happen. In my opinion, somebody’s livelihood is not an accident. This episode was a direct ignorance on his part, and he tried to blame it on a sales associate/Receptionist Who supposedly gave him my information. This is ILLEGAL and he down played it like it was nothing.

  Business response

  09/20/2024

  We do not take the sentiment of the customer lightly in this scenario. ****** had given us permission to apply for financing by filling out a credit application on September 3, 2024, at the time she held off on purchasing a vehicle, but did not explicitly state for us to delete her credit application/information. *******, on September 18, 2024 applied for financing for a vehicle. In an attempt to obtain the best possible financing scenario for ******* we added ****** to the loan application. Mohawk Chevrolet reached out to ******* September 20, 2024 to explain the situation and the circumstances surrounding them. 
  

  The reasonable assumption based on the presence of a credit application permitted us to apply for financing. ******* must seem to agree that there was no intent for harm on our part as he has decided to continue the transaction and take the vehicle today September 20, 2024 in just his name. If ****** has any additional questions or concerns, she can reach out to George at ************ ext. ****  

  Customer response

  09/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Worked with Bryan and came to an agreement. They gave me a great deal on a ***** *******(car). Although the initial complaint was a mistake on their part, he made it right.  Regards,   ****** *******

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I bought a 2023 Chevrolet Traverse from Mohawk Chevrolet brand new. Since August 2023 I have had to have it towed to the dealer 4x for the same issue with it breaking down. First time they replaced the alternator; second time they said it was a computer glitch. The last time they made me pay for a fix it “might have been” which wasn’t what it was because it broke down the same way again which now is supposedly a fuel pump. They are trying to say it’s not a Lemon and want me to trade it in and lose money. They won’t send me service records. I’ve asked several times. They’re rude. My husband is deployed and I have an unhealthy special needs child, and another child, work full time and do not have the time or money for this. If I have to retain a lawyer I’m going to have to put it on a credit card when all of this shouldn’t even be an issue with a brand new vehicle. Every time they promise it won’t happen again and they will take care of me and they don’t. Last time my car broke down going to surgery for my son in another state which we ended up missing. This time I broke down with my kids on the side of the road on a hot day with no help and had to pay an **** to get us. This is absurd.

  Business response

  07/03/2024

  We completely understand the frustration with needing repairs on a vehicle. We have each time tried to remedy the issue and concern. We confirmed that we diagnosed the vehicle and ordered parts for it to *******. The parts for this repair arrived today 7/3, and the vehicle will be completed and ready for pick up by Friday as we communicated. When ******* requested service records our service manager sent them to her via email. I attached a photo of his email to her that I asked him to forward to me. As far as looking for a replacement - we offered to trade her out of her vehicle into something else. We never quoted her numbers or values before ******* said that she did not want to do that and did not want to do business with us. If ******* wants to have this vehicle purchased back there is an avenue that she can go through which would be with ******* ****** by doing a buyback. The customer has to contact ** and begin this process. ** will coordinate with the dealership to confirm the repairs and if it was a repeated incidence and qualifies for a buyback. Both our general sales manager and service manager communicated this process to ******* and our general sales manager said that we would help facilitate that for her here if that is what she pursued. We are more than willing to work with ******* on a trade in towards a new vehicle or could provide her an appraised value for her vehicle that she can compare to her payoff and decide how she would like to move forward. Please let us know how to proceed.

  Customer response

  07/05/2024

  The manager at Mohawk did in fact NOT send over service records until after SEVERAL phone calls (3 from my husband and 7 from me) and it took me having someone from another Chevy dealership who said she had a relationship with one of them in service to call over and make them send it over. She also said prior to this they weren’t seeing anything reported to **. She also had texted this person at Mohawk and the conversation was “Can you send me reports from a car that had service there?” “Sure what’s the vin?” *sends vin* “is this ******* **********’s car?” “Yes why?” “……” and he didn’t say why. Then she called and said to stop being sketchy and send over the reports. The whole department is sketchy and the fact of the matter is the car has had to be towed FOUR TIMES and it’s a brand new car! I cannot be stranded with my two kids (one who’s disabled) by myself while my husbands deployed on the side of the road with no help. Also after contacting **, Mohawk failed to mention I can rent a car and submit the receipts so I just went a whole week without a vehicle, missing work and my child’s two doctor appointments, because Mohawk said they didn’t have any rentals for me. They are horrible horrible people to deal with and I will be suing them if this isn’t resolved. They can buy back the car for what I owe or I am suing, and going to the news with this. This is absolutely absurd. 

  Business response

  07/08/2024

  We uploaded a copy of the requested repair orders and emailed to ************************ - is this not the correct email? We agree that this is unfortunate to have a vehicle have these issues and that is why we have stated if you want the vehicle bought back that you would need to reach out to ******* ****** and see if you qualify for a buy back. If that is approved we stated would be happy to assist you as the dealer for that process. If you would like to trade the vehicle in or have the dealership buy it back we would need to conduct an appraisal and get the payoff to your vehicle which you would need to provide. If you would like to follow through with any of these options please let us know and we will assist in whatever way we can. Mohawk Chevrolet prides itself on customer satisfaction and experience and does not conduct "sketchy" business practices. We are sorry that your vehicle has had these issues and will help you with whatever decision you would like to pursue going forward. You can reach out to Katie D*****, assistant general manager, with any questions. ###-###-####.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this dealership on February 16 and before I even signed the paperwork I realized my sunroof didn't open at all and told them about it so they said no problem come back in next Monday so I did and they told me that they would have to get the car sent to ****** for a official repair because they couldn't do it at their dealership so I said fine. A week go by and no response and at this point I called and told them also about my back doors lock latch being jammed and me not being able to close my door and lock it. Wait a couple more days still no response and then I call just for them to tell me to bring it in again to get looked at just to tell me they can't fix it AGAIN. So I call the financial officer and he said he would give me a call or his service manager in 20 min but that never happened so I'm still waiting here trying to get my car fixed after I paid them 23k for the car and purchased a warranty

  Business response

  03/05/2024

  Mohawk Chevrolet and ****** ***** were aware when he took delivery that an issue came up with the vehicles sunroof at that time. After leaving with the vehicle and additional concern with a door latch came up and also needs to be addressed. Mohawk Chevrolet also said that this would be repaired. The issue here has been getting scheduled at another dealership's service department for repairs and it seems like we here at Mohawk Chevrolet have not done a good job of communicating that with ******. Today on 3/5/2024, our service manager Robert N***** spoke with ****** and offered to bring him out a loaner vehicle and to pick up his vehicle for us to bring it to ****** for these repairs. ****** is going to come to Mohawk Chevrolet tomorrow 3/6/2024, to drop off his vehicle and pick up a loaner vehicle. Mohawk Chevrolet will then bring his 2015 ******** to ****** for diagnosis and repair work to be completed. We do not have an ETA on how quickly this work can be completed because it will depend on the diagnosis and parts availability but ****** will be in a loaner vehicle during this time so he will not be out a vehicle. We are confident that this will take care of ******'s concerns and should get him back on the road in his new vehicle as soon as possible. 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2022 ******** back in March 2023 and have had multiple issues since that Mohawk has done the very minimum and making me feel I was out of luck. Upon arriving home with the snow clearing up I saw covered up body damage on the rear passenger side panel that was a big bump covered up, painters tape inside the rear passenger door also covered up and multiple chips on the windshield on the same side. Because it was a used vehicle I chose the dent protection so because of that they took the vehicle in and attempted to fix the cover up body work that looked worse. When filling in the holes in the windshield the product used was splattered all over the front of the truck and Mohawk's response was "we didn't notice that" So I had to scrub off a product I did not apply and during which saw multiple scratches on the panel along the windshield I was told by Jess my sales rep that "I don't know how they would scratch it fixing the windshield" making me feel AGAIN as if I was being blown off and Mohawk was not taking my situation seriously. I decided to never do business with Mohawk again until over the past few weeks 2 tires lose 10pounds+ of pressure requiring me to fill it every morning. Brought in and was told "We used new technology that scans the tires when you pull into the garage and no issues were found and losing pressure is normal" I was sent on my way and have been filling my tires every day with pictures of the tire pressure in the morning and dozens of text messages with the diagnostic alerts. I was called in for a trade and when I went in hoping they would make it right I was advised by the sales rep it appeared the vehicle was in an accident but had to speak to a manager. The manager offered me no resolution other than trading my truck for a 2021 for $200 more a month than my original trade in that had less miles which is a slap in the face. Mohawk should be held accountable for damaged vehicles they sell and hide information from customers.

  Business response

  09/15/2023

  I am hoping that this complaint came in from Mr. ********* prior to his conversation with ***** ****** GSM earlier today at around 12:35pm. We had a conversation at length about all of these things that I felt had complete resolution and ended amicably. Mohawk Chevrolet addressed the issue with the ******** that Mr. ********* had brought up back in February when he purchased and completed the work that he requested at no cost to him. When ****** returned to the dealership yesterday to explore options of getting out of the ******** he bought from us in February and back into a full sized truck again our sales team worked to do this for him. The *** ICO evaluation came back on ******** vehicle at $26,808 and we as a dealership extended an offer of $32,000. ****** purchased his vehicle for $37,250 seven months ago - so an evaluation of $32,000 is a strong one coming from our dealership to attempt to help him into a newer vehicle if that is what he would like to do. We cannot, however, control the current market for used car pricing and interest rates both of which will effect the monthly payment on newer or new vehicle. Just something to take into consideration when shopping for one. I discussed with ****** the differences between ****** and ********* and I believe cleared up any confusion there. I also had our service manager reach out to him to discuss his concerns with his tires. I believe that all in this case is resolved. 

  Customer response

  09/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have not gotten a return call from the service manager to discuss the poor service when bringing my truck in for the tire issue that I still need to stop to fill up every morning I am sure causing uncommon wearing of those tires. I have also not gotten any responses from sales with options with the increased trade in value that only occurred because I threatened to file a a complaint. I now know with $6k less what my estimated payment is from my visit last week so waiting to Make sure I am not taken advantage of if accepting this is why this remains unresolved.  Regards, ****** *********

  Business response

  09/19/2023

  Mohawk Chevrolet's service manager ****** ****** reached out to ****** on 09/15/2023, at 1:07pm and left a message and then again on 09/18/2023, at 9:08am. They eventually connected on the phone around 11:20am 09/18/2023, and this conversation resulted in ****** coming into the dealership earlier than his initial scheduled appointment later this day. Our service department diagnosed ******** vehicle and found two small nails in both front tires this was repaired free of charge. Mohawk Chevrolet never increased a trade in value because of ******** threats. When ****** left our showroom after speaking with our sales manager ****** ****** on 09/14/2023, they did not go completely through the showroom process and discuss the trade in appraisal number on his vehicle. The following day our general sales manager ***** ****** reached out to ****** to discuss his concerns. He asked on the phone for his trade in number because he had not yet gotten it. ***** ****** provided ****** with a *** ICO value of $26,808 and our dealership appraised value of $32,000. With ****** trying to trade out of a vehicle recently after a purchase as he agreed, taking a loss is inevitable, so our dealership tried to give an as aggressive of a trade in value as possible to help ******. Mohawk Chevrolet has addressed all of ******** concerns in a timely manner and considers this matter closed.

  Customer response

  09/19/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  ***** is accurate that I did go in 30 minutes early for my scheduled appointment yesterday 9/18/23. The two tires I was told were fine wound up having a nail in each that were plugged and Mohawk Chevrolet covered this inexpensive tire patching at no cost to me. This issue is not resolved nor will it be because ***** ****** with Mohawk Chevrolet increased my trade in from the initial roughly $27,000 to $32,000 and since then I have received no return call from ***** my sales rep so the increased trade in value I was told is valued for 30 days which does no good with no sales options presented. The sales rep I was dealing with was working while my truck was being fixed and his last response on Saturday 9/16/23 was he was working back with ***** on my options.  I hope this complaint helps others in deciding on a trustworthy dealership.   Regards, ****** *********  

  Customer response

  09/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I was originally offered just under $27,000 trade in value that ***** ****** agreed to increase to $32,000. As of 9/16 I have not received a response from my sales rep ***** and hope to hear back soon with new options based on the increased trade in I was told is only valid for 30 days. I am hoping options are presented and I finally hear back from ***** as week one of thirty days for the increased trade has passed.  Regards,  ****** *********

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was having issues with my 2016 *** ****** which I purchased from Mohawk Chevrolet. Upon them looking at the vehicle they determined that a pump had failed in the transmission and that there were metal shavings in the pan for the transmission. They recommended a replacement remanufactured transmission for a total price of $6757.16. During the week my truck was in the shop Mohawk Chevrolet and my service advisor Greg R***** were unable to give timely accurate updates about my vehicles condition. I had to call them any time I wanted information. I picked up my truck on 5/22/2023, everything seemed fine with it. On 6/15/2023 I was driving my truck and it was having severe difficulty shifting gears. I had to stop multiple times on the way back to my house. I ended up having the truck towed back to Mohawk Chevrolet that day. Mohawk was able to allow the use of a loaner vehicle for me at this time. Over the course of the next week I hadn't heard anything from Mohawk Chevrolet about my truck so I called them. They seemed to indicate they hadn't even looked at the vehicle yet despite having it for a week at this point. Again any information regarding my vehicles status was discovered by me calling them to inquire on the status. I left messages with various people, who claimed to put a note on my service advisors computer to call me which he did not. It is now almost 2 weeks after my truck being towed there, I have no more information on it than I did when it was towed there. Minimal contact has been initiated from their end. At this point I am concerned about the warranty being honored as well as extended timelines and lack of contact from them on my vehicle.

  Business response

  07/11/2023

  Good Afternoon , On 5/15/23 mohawk chevrolet installed a ** remanufactured transmission in Mr. ******* ****** 2016 *** truck , on 6/15/2023 that unit failed 1397 miles later . This part from ******* ****** has a 3 year warranty on it so we had to remove and see point of failure and what was needed to repair under warranty , we gave mr ****** a loaner truck during this repair process and repairs where complete on 6/30/2023 at no charge . this was not due to workmanship as we removed the complete unit and replaced it on the first visit , it was due to a defective component . If I can be of any other help please reach out Thank you 

  Customer response

  07/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The truck has been fixed and returned to me. I'd like to note I was on vacation at the time and the dealer took the time and resources to drive my truck up to me and pick up the loaner.  Additionally, the dealer wouldn't cover the towing cost for the truck but did agree to a free oil change and tire rotation instead.  Regards,  ******* ******

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has to do with the "blend door" which controls if you get heat/AC inside the vehicle, it is ** part number ******************, this part shouldnt fail it is suppose to last the life of the vehicle, it shouldnt break in half or where the actuator connects to it. I contacted Mohawk Chevrolet **** ****** ******** **** ** ***** phone number ************* weeks ago to make the service appointment to put this part in and was quoted $588 plus tax which I said no problem and made the appointment for 11/22 at 7:30am. So 11/22 comes and I was at the service bay at 7:15am. 7:30am comes and they raise the door and ushered my vehicle in, I was met by a service advisor by the name of Joshua M******, I explained I had an appoinment for which he acted like I didnt, I showed him the email confirmation and he then had me walk inside with him, we discussed how I need the blend door installed and he asked what i was quoted which I told him $588 plus tax to which he said he needed to talk to the foreman so i went and sat down. After roughly 45mins Joshua came over to me to say that just to put that in was going to cost me over $1,700 and it would take over 10 hours to do!! Why if this part isnt suppose to fail would there not be a recall???? A simple search online shows that 2010-2016 ******* have this issue yet ** isnt doing anything about it. I dont mind if I have to pay the $588 plus tax fine but to turn around and up it to over $1,700 is outragous and ** needs to step up and figure out why this part fails, this is a ******! This isnt some cruze or lowend vehicle.So im stuck paying over $1,700 for something that should last the life of the vehicle!!! Why was this even manufactured the way it was? Why did ** allow a junk part into a supposedly top of the line vehicle??? Why if this part was never suppose to fail does it cost over $1,700 to put in when the part is less then $30?????

  Business response

  01/10/2023

    I have reviewed ******** ********* comments and am confused as to how this reflects Mohawk Chevrolet. We submitted A PET (Policy Evaluation Tool) on behalf of Mr. ******* to ** for goodwill assistance on the failed component and they Replied with a 95%/5% split. Meaning, Mr. ******* would be responsible for 95% of the repair cost at warranty rates ($1,369.11) The vehicle in question at the time of this request had 79,557 miles and was out of component warranty coverage by 43,548 miles as well as 1,629 days. I can understand the customers frustration that he has an expensive repair to be completed but at the same time, I feel as though we had done everything that we could to be as accommodating as possible. Please let me know if you need any supporting documentation to validate these statements.    Steven D*****  Service Manager  Mohawk Chevrolet  ************** **************

  Customer response

  01/10/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The reason I am still having an issue with Mohawk Chevrolet is because they are liars and think they can squeeze money out of people. Literally made an appointment weeks in advance giving all the information they asked for so they knew what work needed to be done so they could quote me correctly and to decide if I wanted to go through with said appointment, so it brings us to the fact I was told to put the "blend door" in that the time was 3 1/2 hours at a cost of roughly $588 so I agreed to this again weeks in advanced. Appointment day comes and I get told they dont quote any jobs in advance and I am the liar yet they didnt even look at my car at all they just had me sit for 45mins to tell me an outrageous price of over $1,700 and expected me to be all happy. Mohawk Chevrolet are nothing but liars and this is far from over.  Regards,  ******** ******* 

• Initial Complaint

  02/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Brought my car in to be fixed Jan 22 was called a day later to be told it was going to cost me $2000 to fix it. I asked what was wrong with it and why it wasn't covered and got no answers. I had to call ***** to get answers and to get my bill dropped down. Was also told their was multiple codes that they seen but they had to fix the 1 that wasnt covered in order to see if that was the problem. I said fine against my better judgment. A month later I got my car back from them. Within 24 hours the check engine light came back on and I was told they can't do anything for a week and it was going to cost money to look at again. They never offered me a car to use or anything. After being told it was going to be a couple of days to look at it, I took it to my father's house ( who is a master mechanic) to get the check engine light looked at. The same codes came back up as it had when I brought to get fixed. I am now without a vehicle again because it is unsafe to drive and I am out 711.43$. I have had this vehicle for 18 months its a 2017 with 39300 miles on it . In this time this dealership has also charged me money for new tires when I bought this vehicle it had new tires.

*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. ↩