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:08/23/2024

  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 car from Gerry Raymond Chevrolet just over a week ago. Yesterday, I encountered an issue where the cooling fan wouldn't turn off, draining the battery. I made a significant down payment on this vehicle, as it was newer than I originally planned to purchase. The salesman assured me that this was a better option to avoid costly repairs associated with older cars.However, now I am facing a repair cost of $700 just for diagnostics. After some discussion, they agreed to waive the $700 diagnostic fee, but I am still required to pay $325 for the actual repair.I believe they are not standing by their product and are attempting to take advantage of me, a 70-year-old woman on a fixed income. They continue to pressure me into purchasing additional warranties, which is not a fair solution. I am struggling to resolve this issue and question the integrity of a company that won't stand behind its products or support its customers by covering a $325 repair on a car I just bought.

  Business Response

  Date: 08/26/2024

  We sincerely regret that Ms. **** has encountered issues with her recent vehicle purchase from Gerry Raymond Chevrolet, particularly given her understandable concerns about unexpected repair costs.
  When Ms. **** chose to purchase her vehicle, we made every effort to ensure she received a high-quality car that was fully inspected and in excellent condition. The vehicle underwent our rigorous 172-point pre-owned inspection, which is designed to ensure that it meets our high standards of safety and reliability before being offered for sale. At the time of purchase, the vehicle was confirmed to be in excellent working order, reflecting our commitment to providing dependable transportation.
  Additionally, we provided Ms. **** a lifetime powertrain warranty at no additional charge to give her peace of mind. We also provided her with the opportunity to extend her warranty coverage, which would have offered protection against issues beyond the powertrain, such as the recent cooling fan repair. Unfortunately, these additional coverages were declined.
  We understand that unexpected repair costs can be frustrating, especially on a fixed income. Our team has already made a concession by waiving the $700 diagnostic fee, and we will continue to work with Ms. **** to explore any further options that might help alleviate her concerns. However, as the vehicle was in excellent condition at the time of sale, and given that it passed our thorough inspection, we cannot assume responsibility for repair costs arising after the purchase, particularly when extended coverage was available.
  We genuinely value our customers and strive to support them in every way we can. While we empathize with Ms. ****** situation, we also believe that we have acted fairly and in good faith throughout this transaction. 

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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.

  Date of Transaction: 4/28/2023 Gerry Raymond Automotive d/b/a Gerry Raymond Chevrolet Buick GMC agreed on an "as-is" sales price of $54,500 plus applicable taxes and fees. When I received the bill of sale, an unknown charge of $199 was added for "NAE PDR". When questioned, the finance manager Jason ***** indicated that this was for vehicle glass VIN etching that had already been performed. If this was the case, then this service should have been included in the "as-is" vehicle price, which is for the vehicle as it stood when the deal was struck. This is classic add-on concealment. When challenged, the finance manager Jason ***** simply moved the $200 charge into the registration fee. Ultimately, the vehicle was delivered without the etching Jason ***** claimed had already been performed on the vehicle. The registration fee itself was already in excess of the amount due for registration according to the calculations of the third-party service they used for interstate transfers, and in excess of the fee charged by said party plus monies actually received by the ***** ******** ******** ** ***** ********* A title fee of $25 was additionally charged in excess of the actual title fee. The total charged was $56,717.25. The correct amount is $56,502.25. I am seeking the return of the excess $215.

  Business Response

  Date: 06/14/2023

  HERE IS THE ORIGINAL DOCUMENT THAT WAS CORRECTED THATS SHOWING WE TOOK IT OFF FOR HIM AND SIGNED FOR HIM, THATS NOT INCLUDED IN A DOC FEE, THE DOC FEE IS INCLUDED FOR STATE OF OHIO WERE ALLOWED TO COLLECT A TOTAL AMOUNT OF 250$ AND AS OF THE REGISTRATION FEE WE ACTUALLY DIDN'T INCLUDE THE ITS FEE THAT SHOULD HAVE BEEN INCLUDED IN THE ORIGINAL DOCUMENT.  THE CUSTOMER IS JSUT TRYING TO GET MONEY FROM US  

  Customer Answer

  Date: 06/15/2023

  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.
  
  The document sent in response is a document I already provided as part of the initial complaint showing that the fee was moved from the concealed add-on to an inflated registration fee. The response provides no additional information.
  
  Regards,
  
  *** ***

  Business Response

  Date: 08/01/2023

  In regards to ID Number 20172351 We’ve sent the customer a check back to them for 215$ for the issue that would be resolved in what they were wanting. That check has also been cashed from the customer. Im not sure what’s not resolved in this case 

  Customer Answer

  Date: 08/14/2023

  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.
  
  While financial remedy has been provided (and so the state complaint is resolved), the business stated in their initial response (sic, and caps original) "HERE IS THE ORIGINAL DOCUMENT THAT WAS CORRECTED THATS SHOWING WE TOOK IT OFF FOR HIM AND SIGNED FOR HIM, THATS NOT INCLUDED IN A DOC FEE, THE DOC FEE IS INCLUDED FOR ***** ** **** WERE ALLOWED TO COLLECT A TOTAL AMOUNT OF 250$ AND AS OF THE REGISTRATION FEE WE ACTUALLY DIDN'T INCLUDE THE ITS FEE THAT SHOULD HAVE BEEN INCLUDED IN THE ORIGINAL DOCUMENT.  THE CUSTOMER IS JSUT TRYING TO GET MONEY FROM US"

  In particular, the "THE CUSTOMER IS JSUT TRYING TO GET MONEY FROM US" is a libelous falsehood. I would be happy to resolve this complaint if the dealership would be pleased to withdraw this unprofessional screed in its entirety, in writing.
  
  Regards,
  
  *** ***

• Initial Complaint

  Date:06/22/2022

  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.

  I purchased a used GMC Sierra for my son in September. In the past two weeks it started having some sort of wiring issue so I contacted gmc recall center and they said there was no recall but to take it to a local dealership and have it checked. They stated if it was faulty wires they would cover it but has to be checked by a gmc garage and told me to take it to Gerry Raymond in Wintersville Ohio. So I called them to make an appointment and I dropped it off. I was later called by the dealership saying I would have to get all new wiring and my air conditioner would have to be replaced. That I had corroded wires and the ac worn out. Now this vehicle has 45,000 miles on it and is in excellent condition. The cost would be 1300 starting out and go up from there or I could provide them with my extended warranty and they will call them to file a claim. I advised them I spoke to gmc recall center and they would help with the cost. They stated they will not help you or pay for anything. I said I will call my extended warranty provider and they stated no it has to be them. I said I will pick up the vehicle until I hear from gmc and he said he will have to charge me for looking at the vehicle or pay him to fix it. I ended up picking up the vehicle and not paying anything. I then heard back two days later from the gmc claim department that stated they called Gerry Raymond in Wintersville and they said they are no longer a gmc dealership. They sell new gmc’s and service them, that’s who gmc referred me to. All she kept repeating was well they told me they are not a gmc dealership anymore and they haven’t been since December. So I had the wiring checked out there was no corroded wires and nothing wrong with the ac. There is a ground wire in the dash that is not making proper contact with the frame due to a sound barrier foam. The foam was moved and ground placed back on .Instantly no problems. Nothing but lies from the dealership and gmc corporate to get money. So dishonest.

  Business Response

  Date: 06/22/2022

  We had the opportunity to speak with Matthew ********* and we both confirmed this complaint isn't for our dealership. The truck was purchased at a local dealer to the Consumer in Ohio. We respectfully request this case be reversed. 

   

  Thank you 

   

  Van ***** 

  Business Response

  Date: 07/19/2022

  This is Tyler ******** with Gerry Raymond Chevrolet in Wintersville Ohio, I’m responding for the case number of ********. My service writer called his coverage company and they told us the issues were not covered. We didn’t charge him anything for the diagnostic fee. Also customer was stating there was a special coverage related to the customer concerns upon diagnostics it was found there was a service bulletin to provide tech with aide and direction in repairing customer issues. Service bulletins provide no cost assistants or coverage for repairs. Then customer was upset once he was told then my service advisors continued to try and help with discount rates to correct the customers concerns. They were also able to leave with free diagnostics with no charge. This vehicle was sold to him under **** Chevrolet previously and not Gerry Raymond Chevrolet.