ComplaintsforDan Buck Chevrolet LLC

• Initial Complaint

  04/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife purchased a truck from this dealer, and the listing said the truck had AC, and the salesmen said the only thing wrong with the truck was a little bit of body damage, well when we purchased the truck it was 34 degrees outside so there was no way for us to test the AC, after getting it home, the first warm day we had it was obvious the AC Did not work, I take it to a shop and have them recharge it with Dye, but it doesn’t hold the coolant because the condenser leaks and needs replaced, the mechanic said to contact the dealer because he said any reputable dealer would fix the issue sense it had only been a couple weeks since we purchased the truck, so I go ahead and try to contact them, first I talked to the service manager who said he would leave a message for *** **** the general manager, well I wait a couple days and call again and talk to the same service manager who says the same thing again, then I call and leave a message for Dan on his voicemail, wait another few days and do this again, wait another few days and leave a message with the salesmen we putchased from, wait a couple days and call multiple times to try to get a hold of Dan while he’s there. And now eeeks later I haven’t heard a word from Dan or anyone who would have any ability to help or tel me that they can’t do anything for me. I was hoping they would fix the AC but I knew there was a good chance they wouldn’t short of getting lawyers involved, but I thought at a minimum I would be able to talk to someone there that held some authority that would apologize, especially because it’s such a small dealer with little business. But instead I get a shady manager avoiding talking to me because they know that they are in the wrong. I hope others find a better company to do business with

  Business response

  04/29/2024

  Good Afternoon, 

  
  Sorry for the late response.  We just noticed the letter we received dated 4-16-2024 in the mail. 

  Buck Chevrolet values customer satisfaction and takes great pride in our BBB rating.  All of our vehicles are advertised with transparency and full disclosure.  Mechanical issues can occur after a purchase of a used vehicle and we take patience when responding and handling these rare circumstances.  The vehicle in question  was inspected and was operating in good standing per our inspection.
  Our service manager had 2 separate conversations with this customer concerning the fact that a leaking condenser would not be covered under warranty and we could not give guidance since we have not diagnosed the problem.

  We understood these conversations addressed the customers concern when they mentioned having their local mechanic resolve the concern.

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  The AC did not work when the car was purchased, this response is not accurate I talked to the service manager once and he said he would get back to me, then I contacted him a weak later and he told me that there wasn’t anything he could do under warranty but he would get in contact with Dan **** because the car was purchased with this issue but was advertised as having working AC. This began me trying to contact the manager Dan **** who’s to much a coward to answer his phone, to discuss the issue, 
  
  Regards,
  *** *******

  Business response

  05/01/2024

  Good Afternoon,

  
  We don't agree that Dan **** is a coward but he has confirmed that this conversation has been concluded with management at Buck Chevrolet.  A conversation can be scheduled If this customer wants Dan **** to repeat what has already been discussed multiple times with this customer. 
  The AC passed our used car inspection and is documented as in good working order.  

  Buck Chevrolet

• Initial Complaint

  02/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1/17/23, after deciding on a car listed for $11,000 they assured me I'd have a good interest rate with a 730 credit score on a 2017 car. After being seated, Dan and the salesman left for a few minutes and came back with a "14% interest rate at $140 every two weeks" OR "8-9% interest rate with added mechanical warranty at $150 every two weeks" written in pen on a blank piece of paper. I wasn't ecstatic with the rates offered, but 14% is absolutely ridiculous and the warranty didn't seem like a bad deal right? What they never mentioned was that they were adding an extra $5,000 to the sales price for that warranty. This was a complete misrepresentation of the product being sold. I was told that the warranty was $10 per pay, and would bring my interest rate down, and simply that. I like the car, but I want out of the five thousand dollar warranty and removed from the loan. Since purchasing the car, I have been unable to reach anyone through phonecalls. I just get sent to voicemail multiple times in a day, with no return calls.

  Business response

  02/03/2023

  Please see attached for complaint # ********.

  Buck Chevrolet cares about customer service and has made multiple attempts to contact this customer to discuss their concerns.  The customer does not answer our calls and there is no voicemail service set up to leave a message.

  We understand customers change their minds about decisions made during the process of purchasing a vehicle but all information to assist the customer is completely transparent and repeated multiple times during the process.

  We thank you for your assistance in this matter.

  Buck Chevrolet

  Business response

  02/15/2023

  Buck Chevrolet takes customer satisfaction serious.  The employees of Buck Chevrolet work hard everyday to make each customer as satisfied as possible with the goal of 100% customer satisfaction.  While reviewing the transaction with Mr. ******, Buck Chevrolet disagrees with the allegations or accusations he states concerning his transaction.

  We have attempted to contact Mr. ****** multiple times and have not been able to reach Mr. ****** or leave a voice message for Mr. ******. According to our records, Buck Chevrolet has attempted to reach Mr. ****** same day in response to his voicemails.  Buck Chevrolet wants every customer happy with their purchase and be satisfied with their decisions.  
  As an effort to demonstrate this goal of complete customer satisfaction, Buck Chevrolet would like to offer a one time adjustment credit of $500.00 towards any service or maintenance Mr. ****** has completed at Buck Chevrolet.

  Please have Mr. ****** contact us should he want to take advantage of this offer.

  
  Thank You

  Buck Chevrolet

  Customer response

  02/23/2023

  Better Business Bureau:
  
  Buck Chevy is still claiming to have made attempts to calling me back, while my call history still shows they have not. It's unbelievable that every time I've called them, miraculously no one is available to handle my call in the moment. They claim to be making attempts to contact me, but my phone shows no calls from them while I'm still receiving texts and calls from anyone else just fine. If Buck Chevy is unable to reach me via phone, they are free to email me as well, as they have my email address on record. Unfortunately, "Disagreeing" with my doesn't null the fact thats stated in my original complaint. They sold me on a protection plan that "lowered my interest rate and only cost an extra $10 per payment" and omitted to me that it tacked $5,000 onto the sale price. I trusted that the paperwork would reflect what we spoke about in our agreements, and assumed he was just rushing through the paperwork for a different reason, but now I'm certain he intended to hide the amount they arbitrarily added to the deal without my knowledge. The $500 is a drop in the ocean compared to $5,000 with the interest applied.. If I knew the warranty was so expensive, and the only option was to take a 14% interest rate or pay an extra $5,000 to get an 8.5% interest rate, I would have walked out at that moment. I just want out of this warranty that I feel I was unfairly tricked into buying.

  
  Regards,
  
  **** ******

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1-14-23 I went to checkout a vehicle that was advertised at 16,999$ at dan buck chevy. For the past month or two I had been experiencing heart problems and was waiting to see my doctor on Wed Jan 18th. While coming to the dealship I started having numbness in my hands lightheadedness cold chills chest pains and shaking of my hands I couldn't control. I informed the dealer I may need to go to the hospital if they didn't subside but I would still like to check out the car a 2019 toyota corolla since I had to make an appointment and drive an hour to the dealship. As Bradley ***** if going through what features the car has and what it's autosave score was he told me it comes with a warranty and we asked if it was a credible warranty company he said yes they will cover any engine work or transmission work done and that its included with the car. Bradley told what the length of the loan would be 66 months and biweekly payments would be 220$ or if I wanted to pay monthly it was 440$ I agreed to this amount. Then they brought out the paperwork and told me where to initial and sign without informing me any changes were made to the price he told me. After I was done with paperwork and the car was considered mine I went straight to ******** hospital which was the closest hospital I knew of. Upon getting home I checked out the paper work and found they charged Me 5000$ for the warranty they said came with the car 1500$ for gap insurance I didn't request and 500$ for luxcare they said came with he car also. The length and terms of my loan were also changed to 75 months and 490$ a month.

  Business response

  01/24/2023

  Good Afternoon,
  Please refer to the attached documentation for Complaint # ********.
  Buck Chevrolet takes customer satisfaction seriously and we work diligently on making a comfortable and transparent sales process available for every customer.
  We work hard to make sure our customers are happy and treated with respect and appreciation.  The attached documents show the choices the customer purchased during the transaction of the vehicle at Buck Chevrolet.
  Please contact us should you have any questions.
  Buck Chevrolet

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an unpleasant experience when attempting to look at and purchase a new car from this dealership. They were $3,000 over MSRP, did not honor GM employee discount (even though they are a GM dealership, and would not allow a test drive of a vehicle until financing was completed - why would I finance without test driving a car I will own for years to come? After this bad experience, I left a negative review on their site voicing my issues to help spare anyone else since I drove over an hour to get there. The dealership, in response, posted my full name and address along with their comment. I have no issue with their comment but they do not have permission to post my personal info on a public site and when I called to speak with them about this, I was transferred to their voicemail each time with no call backs. I would like them to remove my personal information (Last name / address) from their post.

  Business response

  07/29/2022

  Buck Chevrolet has revised the response to customers review to comply with customers request.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I co-signed a load for my 19-year-old son to help him establish credit and to show him how financing and purchasing a vehicle works. All was fine until we received our financial packet from GM financial and saw the total cost of the loan. Added to the cost of the vehicle was a $5000.00 warranty, we were told this was a $5.00 per month charge added to the loan, not a $5000.00 additional cost. Furthermore, We did not want to purchase gap coverage, This was also added to the load at a cost of $1500.00. The salespeople were friendly and seemingly helpful, but sliding additional costs onto a used car for their profit is apprehensive. This is $6500.00 added to the loan that was not fully explained and frankly not wanted. We expressly denied any gap coverage and were deceived on the actual cost of the extended warranty.

  Business response

  02/07/2022

  Buck Chevrolet takes customer satisfaction very serious and strives for 100% completely satisfied customers for every transaction.  That goal is in everything we do everyday and we are very proud of our BBB A+ rating.
  We appreciate the fact that customers may change their mind on products they purchase during the transaction process of buying a new vehicle.  That being said, there are clear and defined procedures and polices to cancel products that have a cancellation clause included in their contracts.  Please review the contracts applicable to your purchase and follow the defined steps to receive a refund should that be an option.  Attached is a copy of the original Buyers Order that clearly and transparently discloses premiums, terms and options for the consumer to review and agree to prior to signing.
  Thank you for your assistance in this matter.
  
  Buck Chevrolet.

  Customer response

  02/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Even though, we called to talk to the salesman and finance person about our concerns, we were greeted with disrespect and told repeatedly, you signed the agreement, nobody made you sign it. We were told by the salesman that the extended warranty helped us because it lowered our interest rate, which is not accurate. Now we are in step two, and the response is the same. A document is presented that I signed. We are simply looking to cancel the gap insurance and extended warranty. We were presented with a paper with hand written notes stating the warranty was only $5.00 per month. Not $5000.00.  The gap insurance should have never been included, this was put in there by the dealership and we wanted nothing to do with it, even when we all agreed that it should not be included. The salesman and finance person were very friendly and helpful. Based on our conversation and the hand written note explaining the warranty and payment, we agreed to the terms. We expected and assumed the final paperwork would reflect that and we foolishly signed it. We want out of both the gap insurance and extended warranty. We are very happy with the vehicle, we were pleased with the sales and finance at the time of purchase, however this is for my son, who should not have to pay $6500.00 for services that is we already communicated the we did not want and a warranty that is outside of what was presented to us. 

  
  

  We are expecting both charges to be reversed. We are expect a total of $6500 to be taken off the loan ($1500 for gap insurance, $5000 warranty).
  

  
  Regards, 
  
  **** *******

  Business response

  02/10/2022

  Buck Chevrolet follows every available policy and procedure to make sure customers are provided with all the information and options available so they can make a good decision for themselves and their family.  

  Buck Chevrolet disagrees with any opinion that *** ****** was treated with any disrespect or rudeness during any portion of this transaction. 

  Buck Chevrolet has reviewed the documentation, conversations and phone calls concerning this transaction.  This review has shown that Buck Chevrolet provided a great value in the vehicle, great value in the financing and a great value in the coverages that were offered at the time of purchase and treated the entire process with transparency and honesty.

  Buck Chevrolet understands that customers may change their mind about products that they decided to purchase and would wish to make changes.  The attached documents provide the contact information and policies and procedures to cancel any product that allows this option within their contract.

  Please notify us should the consumer wish to cancel their GAP insurance policy. 

  We thank *** *****r for his business.

  Buck Chevrolet

  Customer response

  02/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We would like a refund of the gap insurance and extended warranty. We appreciate the response, however this is not buyers remorse. We had discussions about not getting gap insurance and the warranty was misrepresented. 
  
  Regards,
  
  **** ******

  Business response

  02/24/2022

  We understand the customers desire to change their decision and cancel the GAP Insurance policy.  Please have them sign the attached cancellation request and return to Buck Chevrolet.

  We will forward to the appropriate parties and ensure the refundable dollars at sent to their lien holder.  Thank you for your assistance in this matter and Buck Chevrolet will consider the matter closed.

  Buck Chevrolet

*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. ↩