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:02/04/2025

  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.

  On January 17th 2025 I bought a used 2012 Hyundai Accent from Chevrolet of Troy. I will never buy another car from them even if it was the last place on earth to buy a car. New or used. You can call me stupid for buying it “As Is”, I have called myself worse during this time period. While there were several ticky tacky issues there were several major issues my mechanic found since purchase (my mechanic has had it since January 20th. Issues are as Follows: 1) At time of purchase ABS and ESC lights were on. When asked I was assured they would go off as breaks and rotors were just replaced. a. Bearing that ABS sensor reads was broken. Mechanic stated it could have been due to age or rotors were placed or removed without enough care. b. Upon bearing being replaced the Sensor is also busted. 2) Driving the car for 10 miles Check engine light comes on. a. Check engine light is P0420 code. i. Problem turns out to be catalytic converter. Per mechanic this is a long-standing problem due to code having been repeatedly reset and stored. 3) Backing plate 40% rusted through. On Saturday the 18th and Monday the 20th I repeatedly called the dealership and asked if I bring the car in to get checked out would they at least cover some of the costs of the repairs. I received NO reply. 2 weeks later I receive an e-mail about getting a survey. I outline everything previously mentioned, (Aside from ABS sensor and the catalytic converter as those had not yet been diagnosed as issues). The response I got was to ask me if there was anything they could do. When I responded that at this point, to cover the costs in full or part, once again, there has been nothing but silence. I placed the total cost for all repairs to take place. I have a write up of all that needs to be replaced but not their opinions on what. The car was a bit over 6,100 dollars. I also placed the invoice if contacted later I will hopefully have a statement from my mechanic.

  Business Response

  Date: 02/04/2025

  Greetings,

  we want to apologize for the inconveniences you’ve had with your Hyundai. We do a safety inspection on all pre owned automobiles we sell. This particular model purchased is 15 years old, and has over 120k miles. When the car was purchased it was made clear and signed off on that it was as-is, no warranty expressed or implied. It’s to be known an automobile of this age/mileage is expected to have problems along the way. We fulfilled our full obligation, it’s easy to voice complaints online but there is two sides.  It’s 15 years old and over 120k miles. 

  Customer Answer

  Date: 02/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:  I understand that the car is from 2012 with more than 120k.  Since the car  passed a safety inspection how was the  bearing and sensor missed.  How was the ABS and ESC lights it not looked into after rotor and brakes were replaced.  How was the catylitc converter check engine light was missed when the code has been reset and stored in the computer multiple times.  It was also not simply what happened with the car but also the almost complete lack of communications.  Even something as simple as a we are sorry but you did  buy it as is.  When I asked if the dealership, would cover any of the cost.  I got a we will call you back and no further contact. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/01/2024

  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.

  Went and co signed for my girlfriend and the put me on the buys line and I even said something about it they said it would be fine but I didnt want it in my name and I called the bank they told me to call the dealership they tell me to refinance it to get out my name when it was there fault didn’t get a send it warranty with it the bank says 73 months and they said 72months

  Business Response

  Date: 08/05/2024

  Please contact **** ******** or ****** ******* at ************ and we will be happy to further investigate this. Our records indicate you were familiar with the transaction at the time of sale, you signed the documents. 

  Customer Answer

  Date: 08/09/2024

  I ask his boss and she said it was going to be in her name not mine when I signed I should have been co buying they did. It to make a sale just want taken care of then charged her 500 for a tail light 

  Customer Answer

  Date: 08/09/2024

  She signed the papers on the 24th and I signed in the 25th July I asked why I had to sign the co buyer she said it was ok it would still be in her name if I knowed that I wouldn’t of sign the papers 

  Business Response

  Date: 08/09/2024

  Ask the co signed, you’re the co owner. You provided all your legal information, signed the app. You willingly signed and bought. We apologize for the communication error this caused. 

  Customer Answer

  Date: 08/12/2024

  If you asked the sell manger something you wouldn’t think they would lie to make a sell. If I knowed that I would of went somewhere else 
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/24/2024

  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 bought a used car from this dealership. The keyfob tag stated that there was 2 keybobs. The salesman told us that it was probably misplaced and that he would look for it and we could pick it up the following Monday. The keyfob was never found and I asked them to replace it. They refused saying they never said there was another keyfob. I have called several times and they just give me the run around. I feel that they should replace it. I hope you can help with this. Thank you

  Business Response

  Date: 05/24/2024

  *****,

   

  Thank you for bringing this to our attention, josh the company’s used car manager will be reaching out to provide you the 2nd key. We appreciate your business. 

• Initial Complaint

  Date:03/13/2024

  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 purchased a used 2015 Dodge Journey from Chevrolet of Troy on January 16th. About a week later there was a light that came on for the oil. I called the dealership and the told me that they had changed the oil and that they were unable to reset the oil light because they were a Chevrolet dealership. I went into the manual of the car and found out how to reset it myself and the light went away. I had a low tire pressure sensor come on a few days after that, I filled the tire and the sensor went away. About a week after that the check engine light came on and the vehicle was leaking oil. I called the dealership and scheduled an appointment to have the vehicle check out. The appointment was for Thursday the 22nd of Feb. I was unable to make that appointment so I rescheduled for Monday the 26th. On the 26th I went to auto zone and had the code pulled from the check engine light. The code said that the oil filter switch was stuck in the off position. I then took the car to the dealership and gave them the paper from auto zone with the information from the code reader. I was told that I would be contacted the next day with an update on the vehicle. I did not hear back from the dealership, so I called back the next day and was told that the vehicle was leaking oil but they were unaware of exactly where so I would need to authorize 500 dollars of labor for them to find out exactly where it’s from. I told the dealership that they should be the ones to pay to fix the issue because they were the last ones to work on the vehicle. I was told I would be called back that afternoon. I was never called back so I called again and this time was told that it would be 1000 dollars out of pocket and they would not be contributing to any cost. Although I did not purchase and extended warranty on the vehicle I still believe that the root cause of the issue was from the service department at the dealerships prior work.

  Business Response

  Date: 03/13/2024

  We appreciate you bringing this to our attention, customer purchased the Dodge 1/16/2024 and at the time of purchase was offered an extended warranty which he declined. The Dodge was sold As-Is and has no dealer or factory warranty. We will offer a discount to the customer to help resolve this, please call *** ******** at ************* Thanks again, 

  Customer Answer

  Date: 03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
   
  When I purchased the vehicle I was told that the vehicle was maintenance like clock work and had zero mechanical or operational issues.  I also checked the car fax and there was no type of oil leak or any mention of any type of maintenance that would be needed.  When I called and spoke to *** she had said that she noted there was an oil leak on the vehicle but they didn’t know where it was coming from.  This was NEVER mentioned to me during the purchasing process of this vehicle.  Given that Chevy of Troy was the last business to service the vehicle I believe it is only fair that they should be the one to repair the vehicle.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/14/2024

  Please contact *** for a resolution. Thank you, we will provide a great offer to resolve this.

  Customer Answer

  Date: 03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never once told the vehicle had an oil leak through out the entire buying process.  If the salesman was supposed to tell me that he did not.  I even mentioned the oil leak to the salesman on the phone after this had happened and he said that he had no knowledge of the oil leak.  I have called multiple times and have been told I will receive a call back only to have to call back the next day to try to get a hold of someone and be told the same thing.  This has not been handled in a timely manner at all as it has now been 3 weeks that I have been with out a vehicle.  The oil leak is not noted on the vehicles Car Fax nor is it noted anywhere in the contract.  If I would have known the vehicle had an oil leak it would not have been purchased.  Now the dealership wants me to pay over two thousand dollars to have a vehicle that I have only made one payment on serviced.   
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/01/2024

  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 dropped my truck off on Tuesday evening for an early Wednesday appointment for an oil change, told them I had 2 burned bulbs on the dash, (which I marked with blue tape), and an intermittent shifting issue that only occurs when you first start it from cold. My truck was NOT touched Wednesday as scheduled. Somehow, the paperwork says the work WAS done on Wednesday (except for diagnosing the transmission). So the paperwork has been altered. It’s been altered to show the work being done on Wednesday. How then, when I made the trip to town to pick up my truck on Thursday - did I happen to be told by the service guy that the service had NOT been done. Not the oil change, not the part swap for the light bulb. Nothing. So I had to leave my truck for yet another night to get the service performed. At this point I requested a loaner car because I had important appointments to keep. I was told by the service guy that “We just checked the last one out.” That was a complete lie. Upon further checking, I learned that there isn’t even a loaner program at this dealership! So tell me how they just checked the last one out? That was just his way of saying “We’re not going to spend any money to help you even though we caused this problem for you.” He lied to me. Period. I was charged $170 for diagnostics on my transmission that were not performed. I requested a printout of the computer diagnostics that were performed on my truck. None were produced. The dash part was covered under my extended warranty. I addressed the issue of the ridiculously inflated charges on my bill with the service manager only for her to defend the flagrant disregard for the unfairness of their business practices. Note: I did NOT sign anything, nor was I given the opportunity to approve ANY of these charges before the work was performed. Only because I’m an honest person, did I pay them anything at all. I can’t believe how far downhill this dealership has gone.

  Business Response

  Date: 03/05/2024

  Thank you for bringing this to our attention, we apologize to hear about your less than satisfactory experience. Please Give our service manager *** ******** a call at ************ and we will work to resolve this. Thank you for your business, we look forward to fixing this for you. 

  Customer Answer

  Date: 03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  *** ******** knew NOTHING of this issue, even though your letter said that she is the person for me to contact.
  She is willing to do absolutely nothing to make this right fit me.

  I was not given any information (prior to the actual billing) that would indicate to me that I would be charged $170 in labor to pull my truck in and verify what I already told them. I did not agree to be charged and extra labor beyond my oil change and the $100 deductible for my warranty work.

  They had NO right to charge me $170 - that I was NOT given any prior knowledge of.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/14/2024

  Thanks for letting us know, minor communication error. Its being handled.  

  Customer Answer

  Date: 03/14/2024

  No. This was absolutely NOT just a “minor communication error.”

  Beyond the overcharging of exorbitant amounts on my service bill…

  I was told by the service guy that the oil change and warranty work had been completed, just not the transmission repair. However, upon arrival to pick up my truck from Troy Chevrolet, my truck had not even been moved from where I’d left it parked 2 days before! (Lie #1)

  When I found out my truck had not, in fact, been serviced, I inquired about a loaner car. I was immediately told “Sorry. We just checked our last one out.” However, it turns out that this dealership does not even HAVE loaner cars, so they did NOT just check “the last one out.” (Lie #2)

  I tried unsuccessfully at the business level, to get Troy Chevrolet to be honest and treat me fairly.
  They were having no part of it.

  ONLY after filing this complaint, AND following up on my own with Troy Chevrolet, AND getting frustrated and upset on the phone over this mess again, AND filing my displeasure with the BBB, did they finally decide to refund the money they overcharged me.

  This matter should have never gone this far. This shows poor management, lack of proper leadership, and shoddy  business practices, on the part of Troy Chevrolet.They are dishonest to customers beyond just charging fees without permission.

  They actually changed the dates on the paperwork internally, to try to represent that the oil change and warranty repair had been completed on Wednesday. In reality - the work wasn’t even done on Thursday when I went to pick up my truck. So - how could they have completed something on Wednesday that wasn’t yet completed on Thursday??

  This business was dishonest to me on at least 3 separate occasions during this one single visit.

  This used to be a fantastic, fair-minded, and honest dealership until it changed hands recently. Unfortunately, Troy Chevrolet has recently proven themselves to be very disorganized, extremely overpriced, and openly dishonest.

   

• Initial Complaint

  Date:02/07/2024

  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.

  On Friday the 2nd I called for a tire quote because I got through the mail the money saver and their ad it said buy three tires get one free so the sales person said they get back with me cuz they didn't know I could do it on a non Chevy vehicle since I own Toyota nor is the coupon state has to be used on a Chevy vehicle or a GM vehicle so I feel like I'm being discriminated because I don't drive a AGM vehicle and I would like the dealership to honor the coupon and give me a quote and fair price for the tires since it does not stay in the coupon that has to be a GM vehicle

  Business Response

  Date: 02/07/2024

  Thank you for bringing this to our attention. We have addressed this with the staff and invite the customer to call the owner ***** at ************ for a prompt resolution. Thank you again for bringing this to our attention. 

• Initial Complaint

  Date:01/10/2024

  Type:Customer Service 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 received in the mail a game from Chevrolet of Troy leading me to believe I was a winner. I went there to find out that was not true. A salesman , using unscrupulous salesman tactics kept me there for 4 hours. I only agreed to shop/browse cars in their inventory, I was only shown one car and due to high pressure sales tactics somehow purchased the car on 11/21/23, they never asked for proof of income. I was adamant that I only receive SSD.I called lender a few days later and they told my loan was solely based on my credit score not income. They sent me a copy of the financial application and the information was falsified by the dealership. I feel they were confusing and deceiving through the process. The vehicle immediately had problems, exhaust fumes in the cabin, emissions warning lights on dashboard then engine light came on. They have had the vehicle in their service/ repair shop since 11/30/23 with no calls to me on status of repair The repair tech had told me on 11/30/23 that the fuel injector(s) went bad and wires melted to the engine. ( I have a photo) “It’s the worst he’s seen.” The Carfax reports the previous owner had same problem, fuel injectors replaced, on 6/10/2020 and cylinder head was replaced on 8/12/2020. The salesman only highlighted maintenance and took the report from me before I could review all pages. I have COPD and wear continuous oxygen. This causes anxiety and the medication has side affects that involve my eyesight. I unfortunately trusted them. They sold me an unsafe/ dangerous vehicle and refuse to void the contract. I also gave them a $5,000 deposit.

  Business Response

  Date: 01/10/2024

  *****,

  We apologize to hear your experience has been less than satisfactory! Please contact our used car sales manager **** at ************, as we will do our best to resolve this. Please know we place a #1 priority on our guest experience, many statements you made are deemed as slander and untrue but we prefer to work with you direct and resolve this. All used model automobiles we sell have the carfax available on our website for anyone to view(no charge), upon further research you “signed the credit application, verifying your income” in addition to that the “deposit” you placed went towards reducing your amount financed. We look forward to working with you in store to resolve this. Thank you, 

  Customer Answer

  Date: 01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I refuse to participate in a conversation of finger pointing and accusations. 
  I am requesting that this complaint be closed as of today 1 /12/24. Thank you 

  
  Sincerely,
  
  ***** ** ****

• Initial Complaint

  Date:12/14/2023

  Type:Billing 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.

  We purchased a 2018 Ford Escape SEL on November 7, 2023from Chevolet of Troy in Troy Ohio. This car was advertised at $17, 807.00. I had a used car coupon for $500.00 off. Leaving the price at $17,307.00. We bought a Zeibart package at $2000.00 or $2499.99. I was told we paid $2000.00. The total purchase price of car was $20,302.00. So I'm am coming up with a total of $19,307.00 that we should have been charged. That's a $995.00 overcharge. I have got nothing but the run around with this company. I have been email and talk to a **** ******** today. He knows there is a discrepancie but not willing to do anything about it. When you are sitting there signing papers that are shoved at you one after the other you don't have time to add up the all the numbers. I did so the next day and started asking questions but got the run around from the get go. All was told I got the $500.00 coupon off which that was not what I was asking. I was asking what I paid for the Zeibart package. I got that answer today. They knew we are on a limited income but getting charged $995.00 extra on something they can't explain. Thank you for looking into this matter. ***** ********

  Business Response

  Date: 12/21/2023

  Thank you for bringing this concern to our attention, we would encourage the customer to reach out to our management staff direct at ************. Please ask for *** ******* and we will work to resolve this, we apologize for any communication error! We VALUE your business. 

  Customer Answer

  Date: 01/03/2024

  I spoke *** ******* and he informed me he worked in the new car division of Chevrolet of Troy and not the Used Car department but he did listen to my problem with having a $995.00 charge that nobody can tell me why. He said he would look into it but never heard anything back from him either. What is my next move? I have tried to call the used car manager **** ******** but he was off

  Business Response

  Date: 01/03/2024

  Please contact **** ******** direct Thursday-Tuesday and we will have this resolved. We appreciate your business and patience. 

  Customer Answer

  Date: 01/11/2024

  After the back and forth trying to get this resolved,  I ask to speak to the owner Jacob Shepherd. 2 days later I received a phone call last week from **** ******** the used car manager, wanting me to come in. So I made appointment to go in on Tuesday Jan 9th at 1:00pm. I went in with my brother and discussed the issue. He back tracked on the the issue of the cost of the Zeibart pkg. He told me he gave me a deal of of $2000.00. The original was cost was $2499.00. So it came down to my word against his. But there still was a $495.00 discrepancy. He offered me a $250.00 gift card and a oil change.  Pretty pricey oil change.  Said he wasn't sure he could give me my money back. After saying I want my money back plus taxes on that $495.00. They wrote a check for $530.00 that I had to pick up yesterday January 10, 2024. Thank you for your help. They need to be investigated for the extra charges they are putting on the invoices without the customers knowledge. There was no reason or excuse for this extra charge. 

• Initial Complaint

  Date:07/03/2023

  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.

  6/22-bought vehicle; 1st month replaced tires, tire pressure sensor, wheel barring 3/15-engine ticking/metal in engine 3/16-went into COT; cant get me in until monday 3/20-drop vehicle off with my information 1st/husband information 2nd 3/21-calls husband early am saying they dont hear a noise; husband sends video; heard nothing the rest of the day 3/22-calls husband; theres quite a bit of metal in the motor 3/23-i call to check on my vehicle; Anne service manager will call back; never get a call back; calls husband 3/30-calls husband warranty approved new engine; cant get a rental until 4/3; was told i would be without a car for 1 day 4/3-pick up rental @ 5:30pm; not what i was told im getting; told return date is 4/7 @ 4:30pm; get ahold of COT to figure out why only 4 days; was told new engine sold, only 1 in US; COT knew the engine sold 3/31-just now finding out at 5:30 pm mon. evening; anne said once rental was returned, she would put me in a rental 4/7-rental dropped off @ 9am; stops at COT right after; no rental, will work on it at 10 & call; call late afternoon because no call-no rental that day 4/10-i personally go in to figure whats going on with my vehicle & a rental because we never get a call; waiting on 1 part-she will call by the end of the day; no rental, i can get my own rental & pay for it after being told she would put me in one; NO PHONE CALL 4/11-@ 5:30pm i call anne because she never called, no info 4/12-Anne calls husband, parts on backorder;GM is putting me in a rental, NOT COT 4/13-pick up rental 5/3-no contact from COT; call rental to see if they got an extension since we havent heard from COT 5/4-rentals due back; conveniently/coincidentally my vehicle is done; tells me i owe money for the spark plugs Anne decided to replace without asking me; oil/fingerprints/dust/dirt/scratches all over vehicle; still metal in oil 7/2-car idles at 20 pounds oil pressure; metal all in the oil again but worse this time

  Business Response

  Date: 07/03/2023

  We are upset that the customer is not fully satisfied, at this time we’ve done all we can tho. This Tahoe was purchased as is with no factory warranty. The dealership has since resolved all the above,  bought the customer a battery, spent money to resolve the issues and completed a full detail on the Tahoe. We value Ashley and her business, we have also looked at options to swap her out of it and get into something different but it raises the payment and requires cash down which was not something the customer wanted to do from our understanding. We are here to help all we can within reason to satisfy our customers. Thank you for bringing this to our attention, we have since worked with the staff to resolve these communication errors as well. Hope this helps. 

  Customer Answer

  Date: 07/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I now have to take the Tahoe back in and for who knows how long again. I’m just going to keep taking it in every month?
  Sincerely,
  ****** ********

  Business Response

  Date: 07/05/2023

  We will do all we can to resolve this, we appreciate you and your business. We apologize for the inconvenience! 

• Initial Complaint

  Date:06/21/2023

  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 purchased a 2020 Nissan Versa from this dealer on April 22, 2023. It only had 30,685 miles on it and I was told when I purchased it the warranty was good up to 160,000 miles. I am 48 years old and this was my first "new to me" vehicle. I have struggled for years financially and finally was able to buy a decent vehicle for my family after a lot of hard work. On May 23rd my engine light came on and stayed flashing. I contacted Chevrolet of Troy and was told to have it towed to the closest Nissan dealership because they would be the one to do any warranty work. I had it towed the same day and found out on May 25th that the engine needed replaced and Nissan wouldn't cover it under the warranty because there was a previous issue with the engine and no one took care of it prior to me buying the vehicle so the warranty was void. I was told it would cost $7700.00 for the engine to be replaced by me. I had made my first payment on May 22nd and now I have a vehicle I can't even use because the engine needs replaced. I contacted Chevrolet of Troy and they said there was nothing they could do - basically not their problem. I did some research on my own - paid to get the Car Fax report because it was supposed to be in my paperwork I was given when I initially purchased the vehicle - it wasn't. I called numerous times to the dealership and requested it and never received it until May 31st after I had already paid for it myself. Chevrolet of Troy placed a car on their lot for sale that they knew had an engine issue. On the Car Fax report the engine was serviced on 3/9/2023. I also was able to obtain the service history report on the vehicle and a previous owner took the vehicle to **** ********* on 3/2/2023 and was told the engine needed to be replaced. Then on 3/28/2023 the vehicle was taken to **** *******'s and was also found to need the engine replaced. Chevrolet of Troy didn't do their due diligence prior to putting this vehicle on their lot for sale. I have spoken with the service manager at Chevrolet of Troy multiple times regarding this situation to no avail. At this time, they won't even return my phone calls. My sister was trying to help me with this situation and met with the owner of the dealership, Jacob, on May 31st. He was not concerned about the situation whatsoever and offered no help. He wasn't concerned that his employee(s) sold a vehicle to a customer and told the customer the warranty was good up to 160,000 miles. He did state his service manager was working on something to try to help but his last words were "don't expect a miracle". I didn't expect a miracle - what I expected was the owner of Chevrolet of Troy to be concerned how this vehicle was put on their lot for sale with a known history that the engine needed to be replaced and then offered no assistance to make the situation right. As of this date, June 21, 2023, I can get no response from anyone at the dealership regarding this situation.

  Business Response

  Date: 06/21/2023

  We appreciate the consumers feedback and frustration. Few things in her story are not factual. 
  

  When sister stopped in late evening without an appointment and requested to speak with me out of kindness I met with her and patiently listed to her story! During this time she made mention that “she works for a law firm” and at the conclusion of our meeting I was threatened with a law suite because I didn’t fork over $7700.

   

  1. I never said “don’t expect a miracle” I am very kind and respectful to everyone I meet and have great sympathy. I said “I can’t promise anything, due in part to the fact it’s an as is car”

   

  2. she declined to purchase a warranty. Not sure on the 160k mile warranty. She signed documents stating the car is “as is” she didn’t want to purchase an extended warranty. She left here knowing there is zero warranty try from Chevrolet of Troy
  

  3. My staff stayed in constant contact with her. We just can’t help. It’s up to Nissan. 
  

  In the end it’s not covered by a warranty at Chevrolet of Troy because she didn’t want to spend the money on one. We offered, several times. I work to resolve every better business bureau complaint that the company receives, but this is one unfortunately that I do not have the ability to resolve. The car is covered under Nissan warranty, that’s why she was referred there. 
  My company did not know of any mechanical issues, if that were the case we wouldn’t have sold it. 
  

  we apologize for any confusion. We wish the consumer well. 

  Customer Answer

  Date: 06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The information provided by the company is not correct.  My sister stopped in the business because we couldn't get a return phone call about the situation.  The comment "don't expect a miracle" was definitely made and I have the recording of the conversation.

  The GM saw my sister's shirt (which had a logo on it) and he asked if my sister was an attorney or there on behalf of legal representation of me.  My sister answered that she did work for a law firm but wasn't there legally representing me.  (Again this is on a recording)

  There was no need for me to spend the money on a warranty when I was ensured by the sales rep and the finance gentleman that the Nissan warranty was still good up to 160,000 miles - which was false information but I didn't know that I was being lied to at the time.  Even if I had purchased the warranty it would not have taken care of this issue with the engine since it was a pre-existing condition prior to the vehicle being sold to me.  

  This was a used car and purchased "as is" with a warranty that was portrayed as valid but wasn't - that doesn't seem like good business practice and seems to be fraudulent business practice.  All I wanted was assistance in this matter from Chevrolet of Troy since they sold me the vehicle with incorrect information and assured me there was a warranty and in fact there wasn't.  The documentation I received they could have also received prior to placing the vehicle for sale on their lot if they did their due diligence before trying to sell a vehicle that needed a new engine.  

  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 06/21/2023

  We appreciate the feedback, we unfortunately do not have a policy in place to resolve this. The warranty will need to be resolved between Nissan and the consumer. Thank you.