ComplaintsforChesrown Chevrolet - Buick - GMC, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My name is ******* *********, I am a 20 year old full time college student here in **** ********. Along with that I work a full time job. As I do not come from a wealthy background, and having to pay for my own college, I work very, very hard for my money. I purchased the Jeep Wrangler Sahara Unlimited on 12 February 2024. I noticed the Jeep through an internet ad, and reached out to my salesman Michael Mastracci, he informed me the whole time that the jeep was in great condition, that it was traded in because they were upgrading not due to issues with the vehicle (although advertised with a check engine light). Three days after my purchase on 15 February 2024 I noticed it was driving terribly. Squeaking, rattling, and shutting completely off once I put it into reverse, I text ****, who denied me a loner car for a reason I dont know. So I drove back 3.5 hours to drop it off, I was then informed a day or two later that absolutely nothing was wrong with my vehicle over the phone. I received it back, thinking I was paranoid as I just made my first “big boy”purchase ( I put down $3,500). However, I noticed it drove the exact same as when I dropped it off. **** allowed me to take it to my dealer in my area and they instantly noticed that my transmission was broken. It makes me wonder if my purchasing dealership actually looked at it. However, they did cover the cost. The problems did not stop there, as they continued to get worse, I had no option but to begin saving for the specific reason of something else breaking. On 5 June of 2024 I was finally able to take it to the shop ( which is 3 months later of purchase, no time at all) and it was serviced: Right axel seal Right axel bearing Right rotor Left rotor Brake pads Park brake shoe Differential fluid (1,479.00) out of my pocket 1 July 2024 it needs fixed again. 4 months after purchase. They also told me they don’t care if I file against them and lemon laws don’t exist.

  Business response

  07/08/2024

  I have been exchanging emails with Mr. ********* personally and I am very familiar with this matter.  Mr. ********* purchased this vehicle as-is (106,000 miles) and signed all the supporting documentation that reinforces the risks.  He drove several hours to purchase this specific vehicle presumably because it met his price point and specifications.  With that being said, he had an issue with the vehicle immediately after purchasing that we attempted to bring back and address in-house.  It did not fix the problem, so Mr. ********* took the vehicle to a Jeep dealership to get a factory diagnosis.  It turned out that it needed a new transmission.  Because it was a pre-existing issue, we made a goodwill payment in excess of $7,000 to replace the transmission.  We agreed that it was the right thing to do. We also didn't benefit from doing the work in our own shop.  We paid another dealership for the work.   

  It has been several months since the vehicle was purchased (February) and Mr. ********* is now reaching out about some recent expenditures.  I informed him that we are not taking financial responsibility for any new issues that arise.  Furthermore, ******* declined an extended service contract that would have covered mechanical issues.  Lastly, the most recent repairs that he paid for and is seeking reimbursement are all maintenance items (axle seals, brakes, differential fluid, etc.)  Fluids, seals, gaskets, brakes, tires, filters, and suspension components are wear and tear items that would all be considered normal costs of ownership.      

   

   

  Customer response

  07/13/2024

  Picture is of correct mileage of sale. 
  
  I was also denied a warranty by my salesman (****) after asking, that is why I accepted their Premier Collection offer but that sadly does not cover the issues that are now wrong with the jeep as they are not normal wear and tear issues. They are safety hazards for being in the road. 
  

  I did not deny the warranty. 

  I also purchased the GAP insurance as I was looking to purchase both the warranty and GAP. 

  Business response

  08/01/2024

  That is true.  I forgot that we stopped offering extended service contracts on as-is vehicles at the request of the insurer.   

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transmission went out still have a power train warranty I bought the truck with 22,000 miles I have changed the oil in since I have had it it has 103,000 miles they told me that they can warranty my power train because I did not get my oil changed there that is so bs Tom the Service guy called me and said transmission needs to be replaced he said it would cost 8500 And said he can have it done in two days when I told him I had a warranty through the powertrain he changed his manner and said would be 2 1/2 weeks then he called back and said he can’t warrant it because I didn’t get my oil changed there sent him 14 receipts where I had the oil changed by Valvoline and they still want warranty it my family has bought six vehicles from these people and they will not warranty my transmission I will not buy a vehicle from these people again they don’t honor anything stay away from this dealership

  Business response

  04/16/2024

  This customer purchased a vehicle with a lifetime powertrain warranty at no cost to the customer.  However, in order to keep this warranty valid, it is plainly stated right on the contract that all you need to do is regular oil changes at our facility.  It is part of a loyalty program to keep customers coming back for maintenance.  We process claims like any other service contract.  It's administrated by an insurance company that looks at the customers service history once a claim is started.  They do their due diligence and ultimately determine whether the eligibility requirements have been met, not the dealership.  They turned down this claim for the simple reason that none of the maintenance had been done at out store.  I understand that this came as a surprise to the customer, however I guarantee this was covered at the time of sale.  Both our sales Managers and F&I Managers go through this in detail at the time of purchase.  In fact, the salesperson involved on this transaction is one of the most thorough with regards to explaining this warranty.  I can provide the signed contract if necessary, but the bottom line is we did not deny the claim.  A third party insurance company made that decision.  

  Customer response

  04/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21555703
  
  I am rejecting this response because: 
  
  Regards,
  
  **** *****

  Tom told me when he called me the second time that they would cover the transmission if I send them my oil change invoice which I did then he said they would take care of it then called back and say no they lied to me and I due not respect the answer they just want money cause when Tom called me the first time he said 9,000 to replace transmission and said he would have it done in 2 days when I said it’s under warranty he attitude changed and stayed it would be 2 weeks like I said all they want is your money they don’t want to help you

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 GMC Yukon from *** ***** in Jan 2022 and handed them over 16k check. Which *** made sure to let me know to be sure we spelled Chesrown correctly. Insulting. 8 months later and my car dies. I had my car towed to the dealership. The only communication I had was a generic text from **** in service and said call or text this number. I text stating, “I’m assuming this means the car has arrived?” And no response. They have had my car for 3 days and I was patient for them to look at it knowing they are short staffed. My service manager **** who’s I have never spoken with apparently was out of the office passing me off to *****. ***** told me I had a transmission issue and a leak and that they have a fantastic transmission they can be installed by Saturday for over 7k. I explained that was not acceptable being there is information on the internet to show this same issue is well known to GM with multiple class action law suits. ***** suggested I reach out to GM. I also asked for a trade in value for my vehicle. I called GM and received a claim # and was told they would need diagnostics from Chesrown. I spoke with ***** the next day and they had not touched base with GM yet. I made numerous calls between the dealership and GM with no resolution. My car service is being held up over a fax/email. No one returns call and you have to call multiple times just for someone to answer. I’ve left voicemail after voicemail. I’ve emailed *** ***** and *** ****. No response. I have yet to hear back from the Sales manager. Meanwhile I am Ubering to work and car less with 5 children. This is unacceptable.

  Business response

  08/22/2022

  Good morning,

   

  The customer came into the dealership on Saturday. We traded her out of the current vehicle , she is very happy with her new one and will continue coming here for services needed.

  Thank you,

   

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

  Customer Experience Manager

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/18/21 we went to Chesrown and bought a 2017 ford escape and we were never told that he had already added an extended warranty onto the price of the car and the finance manager Ed Sheldon told us that the Warranty was included with the car he never once stated that it was an additional $2,995 for the warranty nor did we ever ask for extended warranty. He had stated it was included for no additional charge.

  Business response

  12/22/2021

  BBB COMMENT BY STAFF ****

  We make a salesman tell them up front. They go over every line and sign it. I've been doing it for 60 years. Its been addressed as far as getting it off of his contract. 

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