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:08/26/2024

  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.

  We bought a Chevy Silverado truck and traded our car. It’s been almost three months and our car has not been paid off. We are getting collection calls non stop even though this car is now own by the dealership and not us. I have called numerous times I spoke to the salesperson three times and he has assured me not to worry. I called last week to escalate to the finance manager and the sales person promised to have him call me. I have not received this call. There is something wrong going on and this is causing a negative credit report impact on my husband and I need it resolved immediately.

  Business Response

  Date: 09/13/2024

  We sincerely apologize for the delay in resolving this matter. Unfortunately, Bank of America misplaced the check. However, as a gesture of goodwill, we have issued a replacement check and overnighted it to you.
  Thank you for your patience and understanding. 

  Customer Answer

  Date: 09/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/22/2024

  Type:Customer Service 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 gap insurance and a service contract with the GM dealership, that after totaling my car I was told by GM financial and the finance Manage, Jimmy at Chevy dealership in Lugoff SC that I can cancel and be reimbursed. I need the gap reimbursement of approximately $599 and the reimbursement of the service contract that is $1,833 to pay off the remainder of the car loan. I have called this company 13 times and no one will help me.. The gap insurance company told me that Chevy voided the contract and that I need to speak with them. GM financial told me that as long as I am below a mileage of 143,000 that I will be refunded my contract monies. Can someone please assist me with this.

  Customer Answer

  Date: 05/23/2024

  Hi, I heard from the company and although they did not offer to refund me the full amount they stated they would pay the remaining balance on my vehicle through a check that I was expecting  today. It is almost end of business day and I haven't  heard anything back or seen a check. This dealership has given me the runaround for almost 3 weeks. The remaining balance is due tomorrow and if unpaid will accrue more fees. Hopefully, I will receive the check tomorrow and will  update this complaint following receipt of payment. Thanks again for your help. 

  Customer Answer

  Date: 05/29/2024

  Good evening, 
  This company is continuing to give me the "run-around". Since filing this complaint they contacted me via phone and stated they would pay the remaining balance on the car, which was prior to May 26, around $1,935. However, interest resumed following that date. The amount they are stating that they will cover still is not the full amount owed to me. The cancellation  of the gap insurance plus the cancellation of the service contract comes to a total of  $2,432; therefore Chevy Lugoff is still cheating me. I seriously can't believe this company is attempting to steal my funds. I literally explained to them that I was no longer working and needed this obligation satisfied by them, especially since I paid for it.  
  A member from their team by the name of Rahmik has called me twice to ask me to drop the complaint stating that they will pay the balance. I told him that I would not drop the complaint unless payment has been satisfied. He said he would check to see if the overnight check since last Wednesday or Thursday was sent and that he would call me back. Surprise, no return phone call as I expected.  He asked me to take his word that they would satisfy the balance, just to cancel the complaint with the BBB. 
  Please help me. I don't want my credit destroyed for this. 

  Business Response

  Date: 06/10/2024

  this case has been remedied internally with plaintiff

  Business Response

  Date: 06/10/2024

  This has been taken care of internally with client.

  Customer Answer

  Date: 06/11/2024

  Hi I just received notice from credit report that the balance has been satisfied.  Thanks 

  Customer Answer

  Date: 06/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Latrina B*****

• Initial Complaint

  Date:05/09/2024

  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.

  On April 1st, 2024, I took my 2017 GMC Sierra 1500 to Lugoff Chevrolet for them to have a further look at my oil pump to see if it needed to be replaced. I previously took my truck their a few weeks prior to have them diagnose my check engine light and had over $4000 worth of work done on the truck to still have the check engine light on (this large expense was due mainly to brand new headlights). I have a powertrain warranty through GWC warranty that covers oil pump replacements so I took my truck back on April 1st so that the work could be done and paid for by the warranty company. It took over 2 weeks for the dealership to even call the warranty company and start the claim process. I was told that all the parts had to be ordered in order to start the claim. Once the claim finally was initiated, the in between work between the dealership and warranty company had to be done. I had to call and follow up multiple times just to get the dealership to contact the warranty company in order for them to authorize the repair. The repair has been authorized since April 29th and my truck is STILL sitting in the same spot they parked it at when I dropped it off. Every other day I have called to inquire about the status of my truck and I am told every time that it is being pulled into the garage in the morning. Everyday it stays in the same spot. I will have made two truck payments in the time that my truck has just been sitting at the dealership collecting dust. I understand that dealerships dealing with warranty companies is a hassle but every job has hassles and everyone else still does their job. Accountability needs to be held when there is a lack of customer service.

  Business Response

  Date: 05/14/2024

  In response to Mr. B***'s complaint Lugoff Chevrolet Buick GMC has the following statement: Mr. B*** purchased a used vehicle with close to 150,000 on the odometer from another dealership. The truck had mechanical problems within days of his purchase. The location he purchased the vehicle from was not local and Lugoff Chevrolet is local to him. The truck had bad wiring to some headlights that a previous owner had installed. This was causing excessive battery drainage. Those aftermarket lights were replaced and that is not a small project. That is one of the many problems Mr.B*** brought the truck in for. After further inspection the service department determined the oil pump would need to be replaced which requires an engine teardown. This is the biggest issue. Mr.B*** picked up the truck while the mechanic that had been doing all the work from the beginning was on vacation. Mr.B*** was informed of the fragile nature of the truck and if the oil light came on he would need to stop the truck as that might mean there is no oil pressure and the engine could seize. Mr.B*** returned the vehicle for the remaining repairs that he was made aware of. Mr.B*** was never provided a specific time frame for the vehicle's completion and return. Mr.B*** was given a (somewhat vague) timeline of the process of dealing with a smaller warranty company. Challenges in the automotive world still linger from the shortages of labor and/or parts that began during the pandemic. It is rare to have an older vehicle, with high miles in need of big repairs get work completed in a matter of days or weeks. Lugoff Chevrolet made a good faith effort at keeping the customer informed of where we were in the process. Lugoff Chevrolet realized that having the original mechanic continue repairs on the truck may extend the time in which the truck would be available for the customer to pick up. Another mechanic in the shop will be completing this large undertaking. With all this said once the customer retrieves the vehicle Lugoff Chevrolet will consider this a closed matter. Thank you.

• Initial Complaint

  Date:04/19/2024

  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 purchased a vehicle from lugoff South Carolina on April the 10th the service provider was real nice ready to give me the world but that was all a front cuz they do not have good customer service after purchasing the car I couldn't get any response from them they gave me a flat drive which supposed to have all my paperwork and documents on there it is blank they were well aware that I do not live in South Carolina I live in New York City I purchased a car down there because it was a little best price got down there they inflated the price by $4,000 it was marketed on Carfax for $26,000 they told me it had additional features that they had not taken into effect in the meanwhile when I did the test drive there was a back mat and front mats when I got the car home to New York I never looked in the back cuz I was the only driver there was no back mat I called them as soon as I realized on Monday the 15th of April that the map wasn't there I called three times I spoke to three different people everyone was supposed to call me back it is now April the 19th I've made a complaint with general motors I'm now making a complaint with the better Business bureau due to the fact that no one has called me back I explained I needed my papers in order to register this car in New Rochelle New York they will not allow me until they can see the actual paper where it shows I pay the taxes when purchased a car out of state and I want to see the additional $4,000 what was covered in this vehicle that was not priced in the $26,000 and whoever purchased the car on March 3 2024. Returned it back on March 24th when they return this vehicle as I did my research later on they had taken out the cargo pack and the cargo net when called again to question about that no call no answer this is totally unacceptable when that just paid over $30,000 for a 2024 Buick encore GX. I've been a owner of Buick since 2000 when I bought my first rendezvous and this makes a very bad taste in my mouth .

  Business Response

  Date: 05/02/2024

  The customer purchased a preowned car that had been traded in because the customer wanted a different trim level. There are times a preowned car will not have all the items a brand new car may have. However, the dealership has been in touch with the customer and the paperwork has been sent. Thank you.

• Initial Complaint

  Date:02/26/2024

  Type:Product 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 12/27/23, I bought a 2019 Camaro SS from Lugoff Chevrolet GMC Buick.The tire light and gas light were both on.When I got home, I noticed the smell of burning oil. The next morning when I started the vehicle, I noticed smoke coming from the exhaust.I checked the oil level and it was barely touching the dipstick.I brought the car back to the dealership & was told the previous owner said it was because of the cam which was the first time I had even heard of this.I took the car back again to have them look at it & leave it with them.The service manager told me“The oversized cam in it was causing too much vacuum and it was pulling through the intake valve.”It took at least 2 wks for me to get ahold of them to find out the car had not been touched.I asked if I could pick up the car & was told yes but to make sure I kept an eye on the oil level!I called the dealership to let them know that they needed to take the car back because it burns oil.I was told by the sales manager that they were not going to take it back.He asked which car and I gave him the info.“That car has been smoking since it came on the lot and that you should have noticed.”I agreed to let them put the catch can on.I asked if that did not fix it are they were going to fix the car & I was told no!I called and was told the part was on back order and they had no idea when it was coming in.I went home and ordered one which arrived in 2 days.I called the dealership and the part had arrived just then, and they were working on it then. I called corporate, he said “The can wouldn’t work and would be a band aid at best, why are they not fixing the car properly?”I called the dealership (1 wk after they were to put the can in) and asked to speak to the GM.The service manager got on the phone.He said the can had been installed but the vehicle did not have a lot of gas in it,so I had to put gas in it and drive it to see if his repair worked.He said “I do not have the availability to do that, and I will not do that.”

  Business Response

  Date: 03/18/2024

  It is our stance that this customer saw and drove the vehicle several times before ultimately making the decision to purchase it. The customer stated he know what was going on with the car and wanted to proceed with the purchase. The customer stated not only did he know what was going on with the car he also stated he was able to correct it. The description of the car is not different that when the customer drove off the lot. With this in mind Lugoff Chevrolet is confident the customer was fully aware of this purchase.

• Initial Complaint

  Date:09/15/2023

  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 2017 dodge durango from this dealership July 1st 2023. A week later the belt went along with the alternator they fixed my car with no question. Also have warranties. On the 7th of September 2023 the car just shut off on my way home. I had my vehicle towed back to the dealership for them to look at it and they told me I needed both batteries replaced and that it would cost 1,000. I'm like it's not under my warranty I just got the car and made my first car payment. So basically I'm with out a car. With no way to get to work to pay my bills including car payment. I really am confused how they can do people like this. Just want my vehicle fixed so I can get back to work.

  Business Response

  Date: 09/26/2023

  The customer did purchase a 2017 Dodge with over 130,000 miles on it. The dealership provides a 30 day warranty and honored that with the repairs made to the alternator and belt. The customer purchased service contracts that are powertrain in nature. Batteries are not covered as they are seen as a wear and tear item, they typically go out because of use. The customer hung up on the service advisor after being made of aware of the battery need and she has not communicated back with service.

  Customer Answer

  Date: 09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: This is true. The battery should have been tested after the alternator and belt went. Which was only a week after I purchased the vehicle. I only had the vehicle for 2 months, when both batteries went. I purchased this vehicle from them looking for something more reliable and got the bad end of the deal. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/29/2023

  It is and has always been difficult to predict how a vehicle may perform or if a battery may die. It is difficult to offer assistance when the customer hangs up on the service advisor. We are still open to discussing a resolution when the dealership receives the outstanding title for her trade in as this is an item she still owes.

  Thank you.

• Initial Complaint

  Date:08/30/2023

  Type:Product 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 am writing to file a formal complaint against [Dealership Name] and [Warranty Company Name] for their failure to reimburse me for a warranty cancellation on a vehicle that I traded in. On June 19, 2023, I sold my 2022 GMC Sierra Denali. As per the terms of the warranty, I am entitled to a refund for the remaining warranty period after the vehicle is sold. However, despite multiple attempts to contact the dealership and the warranty company, I have not received any refund or resolution to this issue. I contacted the dealership on the following dates with no resolutions: June 23, 2023 June 30, 2023 July 21, 2023 August 4, 2023 I also contacted the warranty company directly on August 25, 2023. I am very frustrated with the lack of response and resolution from both the dealership and the warranty company. I believe I am entitled to a refund for the remaining warranty period after June 19, 2023, and I would like this issue resolved as soon as possible. I have attached copies of all correspondence between myself, the dealership, and the warranty company, as well as a copy of the warranty agreement and the bill of sale for the vehicle. I kindly request your assistance in resolving this matter. I believe that a fair resolution would be a full refund of the remaining warranty period after June 19, 2023. Thank you for your attention to this matter.

  Customer Answer

  Date: 08/30/2023

  Spoke with ********** on 8/30 at 3:06 PM EST and was advised that as a result of me submitting the cancellation for directly to them, they processed the cancellation on 8/18 and notified the dealership on 8/23.

  Business Response

  Date: 08/31/2023

  Lugoff Chevrolet just received the refund check from the warranty company and a check is immediately being mailed to the customer. Mr. ****** should receive this within the next day or so.

  Thank you.

  Customer Answer

  Date: 09/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will follow up if I do not receive the refund.

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

  Customer Answer

  Date: 09/07/2023

  I did not receive the reimbursement for the warranty cancellation. I only received the funds for the GAP. I would like to have this reopened and reinvestigated.

   Thanks

  Customer Answer

  Date: 09/08/2023

  Please disregard my previous message as I have received confirmation via the mail preview that an additional check will be delivered today. Please consider the case closed.

  Business Response

  Date: 09/08/2023

  The original check the customer received should have been for his Gap cancelation. He should be receiving a separate check for the service contract cancelation any day. We apologize for that confusion.

  Thank you.

• Initial Complaint

  Date:08/14/2023

  Type:Order 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 July 3, 2023 I purchased a 2020 Chevrolet Bolt from the dealership for $24,000. When purchasing the vehicle I was informed by the dealership that the car has level 3 charging capabilities. The charging port on the Chevy Bolt is in the shape of a CCS (level 3) charger so it appeared to have level 3 charging capabilities (photo attached to this case). After going to a charger in downtown Columbia I went to a level 3 charger to charge and found that the connector does not connect with the charger. After informing Chevrolet of Lugoff about the situation I was messaged that they were ordering an adaptor to have it work with level 3 charging. After weeks of no contact and being told they would call me back about an update they still have not ordered or attempted to fix the issue. On August 12, 2023 after my third contact attempt they told me there is no way to get the part and would only possibly trade it for a gas vehicle which is not the type of vehicle I am looking to purchase. The solutions I am looking for this situation are: A. Retrofit a CCS Adaptor or port to current 2020 Chevy Bolt as promised B. Trade it for a electric vehicle with level 3 charging C. Return the vehicle for refund so I can purchase the original electric vehicle that I was purchasing elsewhere I was told the vehicle I purchased had level 3 charging and was mislead to believe it had the capability to make the purchase. I informed the salesperson that I live in a military barracks and needed level 3 charging capabilities to charge up before heading home. V/R Christian Haley

  Business Response

  Date: 08/25/2023

  The dealership has offered the customer several ways to resolve his concerns, one of which was to simply return the Volt and get his trade back. The dealership has been expecting a response and did not receive one. Management has reached out to the customer for follow up. At this time the customer informed management that he has chosen a completely different route and Lugoff Chevrolet considers this a closed matter.

  Thank you .

• Initial Complaint

  Date:11/08/2022

  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.

  My wife traded in her vehicle and bought a new vehicle on 9/26/2022. The sales rep named Mason, persuaded her to put a stop payment on the automatic withdrawal for her prior vehicle (Honda CRV). The finance manager, Devontre, handled all of the paperwork and my wife left with her new vehicle (Chevrolet Tahoe). On 10/24/2022, my wife called the bank, which she was told financed her, to find out that the account hadn't been completed. We have both spoken to the GM and Devontre and been assured that this would be "handled". On 11/8/2022 I received a call from NC State Employees Credit Union updating me that we had missed 2 payments on her former vehicle (Honda Civic) and that the payoff amount hadn't been sent from the dealership. It has been 43 days since the sale was made and the transaction still hasn't been completed.

  Business Response

  Date: 11/22/2022

   Mrs. ***** purchased a vehicle from us, and while here everything was okay. She was made aware that there may be additional documentation needed to complete her loan. Upon purchasing the vehicle the bank on record did request some additional documentation to complete the loan. We contacted Mrs. *****, and made her aware of what we needed so we can complete her loan. She did not respond to our request for an extended time, which in return delayed the completion of loan we processed when she was here. She finally provided the additional documentation needed to complete the loan weeks later. Upon completion of her loan we sent off a payoff for her trade in. We, just as other dealers in the industry send payoff checks for trade in once the original loan is complete. We tried to complete the original loan as soon as possible to prevent issues such as the one in this complaint. Things could have been avoided if everything would have been provided in a timely matter as requested originally.