Complaints

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:12/16/2024

  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.

  Purchased a new *** from this company, 3 years ONSTAR was supposed to be included, confirmed with salesman three times. after one month received notice 30 day trial period was ending so i called the salesman, je said not to worry that ONSTAR was trying to upscale me, one week later I was disconnected. called him back, and ONSTAR came back on; we did this three times until he sent me a copy of the window sticker I never got. This company (salesman) **** *** or outright lied about what came with the truck. ONSTAR is $30.00 a month.

  Customer Answer

  Date: 12/22/2024

  to amplify; the sales representative (**** ****) assured me no less than three time take full ONSTAR was included for three years, when I received an email from ONSTAR stating that the trial period was ending I called him and he said not to worry about it as they were just trying to upsale me and when the ONSTAR stopped working he got it back on twice and both time he said it was a system problem. ONSTAR  full program with data is almost $ ***** a month. I am a retired Marine officer and only want what he promised came with the truck. when ONSTAR is not on other advertised functions on the truck, such as verbal convenience command, do not work. This entire issue derives from Mr. **** lying to me. 

  Business Response

  Date: 12/23/2024

  It would appear that there was a misunderstanding about the onstar, on this vehicle gm offers

  30 days no charge, but you have the option to enroll and pay a monthly fee for certain different

  services at different prices, this is a service provided by onstar and not the dealership. we dont

  offer to pay for any of these add on services, nor do we have the responsibility to pay for them.

  I am sorry ********* is not satisfied and saw that reflected in a customer survey.

  Thank you

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

   

  Customer Answer

  Date: 12/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22691936
  
  I am rejecting this response because: ************ sold me the vehicle and your salesman assured me that the service was included for the full three years therefore your organization misrepresented the included service. I will consider this closed as I am sure I will not get what was promised at the point of sale, I am disappointed to find a small town local dealership is willing to lie to customers with such ease.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:07/24/2024

  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.

  I took my 2016 ***** Malibu in because it would not accelerate after being parked or when at a light (has auto start). This has been very dangerous for me, as I have my 2-year-old with me 99% of the time. ***** actually had a lawsuit, and this is a quote from the lawsuit: "A class action lawsuit was filed against ************** (GM) alleging that defective electronic throttle controls and/or accelerator pedal position sensors in the ******** ***** Malibus can cause the cars to suddenly lose power while driving, which could lead to serious injury." So I take my car in to this Mount Vernon GM service center, and they claim it's the electric modules, so I paid almost $3,000 to "fix" the issue. I pick it up a week later, and it's way worse than it's ever been. Now it's stopping while I'm driving!! I was taking my child school shopping and was on the highway going 60mph, and it's stopping and will not accelerate. I almost got hit several times until I could get off of the highway. I take it back, and they've had it for 2 days and have not looked at it. I am sitting in the lot looking right at my car and called in to check on my vehicle. The lovely *************************** spewed me some more lies, trying to tell me, "It's up on the rack now being looked at." When I say no, it's not. I'm looking at it right now in the lot, then he starts fumbling his words, claiming the one on the rack must be someone else's malibu. Well, I go inside, and it's not even a malibu; it's a cadillac. So I call to speak to the manager, and he tells me, "I'm going outside to pull it in now." "I'll have *** keep you updated and give you a call." Well, that was another lie because I went and did something and came back and it hadn't even moved. So I go inside and get my keys and leave... They won't give a refund, and this has been absolutely terrible business, and *** has absolutely no business doing customer service. He told me to stop calling and that he will call when there's an update but never does.

  Business Response

  Date: 07/25/2024

  We test drove vehicle and could not duplicate concern, we were not done with diagnosis when customer came into service called us a bunch of thieves in front of a good customer and took her keys and left, we were more than willing to complete the diagnosis, but weren't given the opportunity.

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

• Initial Complaint

  Date:06/05/2024

  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.

  Description: Constituent purchased a vehicle in March 2023. She was told the car was in good condition and did not have any issues. She has had numerous issues since she purchased it. She's contacted the dealership, and they are giving her the runaround. No Atty

  Business Response

  Date: 06/06/2024

  On 02/27/2023 **** * ************** purchased a pre-owned 2012 BMW x3 with 132,211 miles on it. She purchased the BMW in AS-IS condition. **** * ************** was offered a extended Mechanical Protection Insurance coverage at the time of this sale. Coverage offered was a 12 month/12,000 miles silver package through AGWS, at a cost of $5,293.86 tax included. **** * ************** declined the coverage.

  **** * ************** contacted the dealership in MAY 2024, she inquired about Chevrolet GMC of Mount Vernon purchasing her vehicle from her. She was told we would make an offer based on current market conditions and based on current vehicle condition. She only then informed Chevrolet GMC of Mount Vernon that the vehicle was at a repair shop in Zanesville Ohio. **** * ************** told us that the vehicle would not start, and the shop didn't know why it would not start. Chevrolet GMC of Mount Vernon told **** * ************** that the vehicle in that condition would not be worth the amount she told us she still owed on her BMW. 

  Sales Manager ***** **** offered **** * ************** during a phone call on 05/30/2024, as an act of good will, if she had the had the vehicle towed here, Chevrolet GMC of Mount Vernon would offer a 1 hour diagnostic service time, in order to diagnose why the vehicle would not start or run at no cost to **** * **************. **** * ************** has not had the vehicle towed to our shop as of 06/06/2024.
  Attached is a file showing **** * ************** did purchase the BMW in AS-IS condition and was offered extended Mechanical Protection Insurance coverage at the time of this sale. 

  Purchasing the vehicle back for $11,000 is not an option.

   

  
  

• Initial Complaint

  Date:05/31/2024

  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.

  Description: ***051424csBP The constituent's vehicle has been at the GM dealership since February. She went to the dealership last to grab her ratchet strap. Her amp and subwoofer are missing, and there was a hoodie and jacket in her car. They will not release the vehicle until they sign a paper stating that they are not liable for any damage or theft. They are offering to eat the bill for the work that was done to the vehicle which was only $190. The amount of money for the stolen goods are around $1000. It was stolen on their property they neglected to either lock the vehicle or keep it from getting robbed

  Business Response

  Date: 06/04/2024

  Dealer is not resposible for items left in vehicle. The customer signed previous repair orders here knowing that. This vehicle was dropped off at end of day so repair order was not generated. We advised customer to contact their insurance company, which they did for lost items. Insurance company contacted us for a statement. 

• Initial Complaint

  Date:04/18/2024

  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 purchased a 2018 Ford Explorer from GMC of Mount Vernon on Friday, march 15th. They gave me the carfax, everything in the test drive went great, so I bought the car. Put 5k down, and got a loan for roughly 12k. Go to start the vehicle the next morning, and the battery is dead. Thought it was weird, but I jumped it and it started right up. Battery looked new, very clean engine bay. Went about my day, no problems. The next morning I go out to the car, same issue. Jump the car again, and get a check engine light, so I go to autozone and have the code ran. Came back that there was a low voltage draw coming from a bad Powertrain relay module. That following monday I call GMC, explain the issue, they have me bring it in. From what I know, they did not have the tools to fix the issue, so they sent the car to Donely Ford in Mount Vernon, and it has been there ever since. I have had very little communication from the GMC dealership about my vehicles status, and when I had to call and ask for a manager, he would not commit to the dealership paying for this repair. After not having my car for 3 weeks, I called back in and was offered a loaner van from the sales rep who sold me the car. Couple things that are really rubbing me wrong, 1.) this vehicle died every morning I had it, so I dont see how it wouldnt have done the same when it was on the GMC lot, and Carfax now shows an entree for "Wiring Fixed", dated March 15th, but it was not on the printed copy i received that day, nor discussed with me. I have not had my vehicle for a month now, and cannot be told when I will have it, or promised that I will owe nothing, despite already making my first loan payment on a car ive driven for 3 days, maybe 150 miles in total. I am unsure of what to do at this point to get my vehicle back in a timely manner and fixed, at their expense, but also concerned on how that car could have been sold to me in the first place if it has an electrical issue as serious as this.

  Business Response

  Date: 04/22/2024

  We sent the vehicle to Donley Ford for diagnosis, we have given Mr. ****** a vehicle to drive while it has been up there, we are paying for the repair when it is done.

  Thank you

  *** ******

  Customer Answer

  Date: 04/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/08/2024

  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.

  Date: 02/07/2024 Amount: $1,772.50 My car stalled on the way home from the airport so I had it towed to this dealership with an engine light. The car was sputtering and stalling intermittently so instead of trying to drive it, I towed it to this dealership. They performed the work and left my keys in the car for me to pick up. The moment I turned the key on, I could hear the same loud buzzing sound as before and the engine light was on. Since it was intermittent and the dealer was an hour away, I decided to drive it home. It still experienced some sputtering and issues with gas but got me home. I did stop at a part store to read the code and it was the exact same fuel pressure sensor code as before. I am taking it to a more local dealer to resolve the issue. My main concern is the engine light was instantly on, with the same code, and they never said anything about it. I don't believe they fixed anything or fixed the wrong part. I attempted to call the call center for chevy, but they shared they cannot resolve service issues and I have to speak with her dealer I worked with. I called them and they said it needed the repair they did and can diagnose future issues. They never denied leaving it with the engine light and not fully fixing the issue.

  Business Response

  Date: 02/15/2024

  I spoke with my service manager and I BELIEVE he is bringing car in so we can look at it, until that happens I cant give you a definite resolution.

  Thank you

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

  Customer Answer

  Date: 02/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  The dealership has taken care of my problem to satisfaction since the last communication from the buisness. They we're great in the resolution. Thank you!
  
  Regards,
  
  ****** ***

• Initial Complaint

  Date:12/06/2022

  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.

  I called to make an appointment the week of November 21st because my 2019 Chevy Silverado at 59,000 miles was leaking oil. I gave him the Vin number on this phone conversation. Please check to see if it’s under warranty they Said we can’t get you in until December 2nd I agreed when I dropped off the vehicle please check the number I said to make sure it’s under warranty because now it has more than 59,000 miles. They did a diagnostic on it. Found the problem then told me it was not in warranty and charge me $160. I didn’t tell them to work on it. I told him to run the Vin number. They wouldn’t let me leave without my key without paying for it I didn’t authorize them to work on it. I want my key back and $160 taking off.

  Business Response

  Date: 12/14/2022

  ******,

  Came to pick his truck up. He had a service bill of appx $160.00, which he disputed,service was closed at the time. We told ****** he could pick his truck up the next morning and to get with our service dept over the 

  disputed bill. He chose to remove his truck from the lot, without seeing service and discussing the bill. ****** needs to come in and talk to the service dept, so this matter can be resolved amicably, until that happens

  there is nothing more to discuss.

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