ComplaintsforFive Star Chevrolet/ BMW/ Mercedes-Benz in Florence

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/13/23, a 2021 ******* Sonata SEL was purchased. At that time, it was stated that the car was in ************ had to be driven to Florence, **. We were contacted 7/14/23 and told the car just got in & they were detailing it. We left the dealership & took a slow drive home because of the weather. We didn't travel far that weekend, to raise suspicion. It was Monday when I realized if I drove at a high speed, there was a vibration. I took it back to the dealership on 07/19/23. They checked the car and said there was a knot in the tires. They also realized there was a problem with the rotors. He needed to check with the other dealership to see if an inspection was doneas if they would admit they didn't do it. He needed to check with the other dealership to see if an inspection would be. They refuse to give her a set. They expect her to buy new ************** for a new car she just put $4000 down on. Now they claim their people did an inspection also, but the car wasn't there long enough. By the time they got it there, all they could do was detail & fill it up with gas.At first, he stated they would have to wait because they dont have them in stock. He would call back when they came. Then it turns into we can't help you. It must have happened when you left because a problem like that can happen with any mile. All it takes is 1 mile & that must have happened after you drove off. I wanted to return their car to ********* said that is not a law in SC.

  Business response

  07/27/2023

  ******************, we here at Fivestar want all of our customers to be happy with their purchase, that being said if you are unhappy with the tires and brakes we will be glad to replace them please call the store and ask for *************************** to set up a time that works for everyone.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mercedes Benz of Florence picked my car up on 5-13-23.The car has been at the dealer shop since then the service *************** keeps telling me oh I should know something by a certain time but I never hear from him..And on 1 occasion he told me that the car was in the shop being worked on but it was sitting in the parking lot Then I reached out to the service manager and he said in our conversation that I was more than welcome to come pick up the car as is not being fixed Im just having a bad time with this dealership

  Business response

  05/23/2023

  There has been a delay with ordering a theft relevant part for the repair. Theft relevant means that the owner must provide proof of ownership before the part can be ordered from Mercedes-Benz of
  North *******. The owner finally responded to our phone calls requesting this on 05/22/23. He is suppose to come by today with the information so we can move forward and order the needed part.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently come to realize that my Identity had been stolen. Many applications have been submitted under my name and social to bring Identity theft/Fraud upon my information. As of today 1/30 to the best of my knowledge no purchases have been made from this company however there are several inquiries to different banks under my social. The only time that I have gone into this location and looked to purchase a vehicle was in June of 22 where I dealt with a young man by the name of ****. After that I test drove two vehicles however I never gave permission for my information to be used. I have contacted all three credit agencies and they have told me to reach out to have the inquires scrubbed from my credit in accordance to the different banks that this dealership has used. GM being one of the major banks along with others. I have reached out to the dealership with no return calls to discuss. I have uploaded a copy of the police report which was filed. Again I did go into this dealership but it was only during the June 22 time period. I am asking that any and all inquires from all of the banks my information with my social was giving be scrubbed. Since finding out about this issue I have placed a freeze on my credit however the ssn is

  Business response

  02/01/2023

  Fivestar Chevrolet has electronic records of three online credit apps that ************* sent in to us the first on was 1/10/22 the second one was 5/14/22 and the third was on 9/17/22, please let me know how and when to summit these documents.

  Customer response

  02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have only gone to this dealership once early June anything done electronically was not done by me. Identity and information was stolen

  Business response

  02/03/2023

  We here at the dealership use a common *** platform that records timestamps of all activity associated with consumer interactions. ************** began his introduction to Five Star in Feb. 7th of 2020 with an internet inquiry submitted from the website. This interaction lasted until Feb. 26th of 2020, during this time there were no credit applications submitted. There was no activity from ************** again until Jan. 10th, 2022 when another internet lead came into the *** from the website financial application link. This link comes across into RouteOne our credit submission platform and has all consent agreements within the link of our website with disclosures. ************** then visited the dealership with an attempt to purchase a Trail Boss Silverado with no deal made. There are several text messages discussing the workings of a car deal with credit scores and rates being discussed. ************** placed a deposit on a truck with a $1000 check to hold funds until the truck arrived. The check did not clear the bank and ************** then called the dealership wanting reimbursement for overdraft funds, which we did. We still proceeded to hold the vehicle for ************* with no deposit and he ultimately decided he did not like the truck after all when it showed up and he visited the dealership. Before deciding against the truck ************** again submitted a credit application on 5/14/22 as RouteOne will only hold a credit report for 30 days. This submission again gave consent to the dealership to secure an approval with a lender as discussed with **************. ************** again visited the dealership 6/16/22 but disagreed with something in the terms of a deal and left not wanting the truck. 9/17/22 ************** called back into the dealership and began working with another sales person on a different model truck. There was a phone call on 9/17/22 with this sales person where ************** was once again explained the credit process and he agreed to fill out this link that was about to be sent to him. ************** then filled out the credit application via the online link for a 3rd time on 9/17/22. We have text messages instructing us to submit him to the bank for an approval. This ultimately went on for a few more weeks while ************** was looking at a 2022 Silverado RST. The last contact with ************** was 10/14/22 via email converse. Everything is documented to the exact second and we would be happy to provide any documentation need to prove any of this. The format for this rebuttal does not allow submission of documents.

  Customer response

  02/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This information provided by *************** is incorrect, I had already purchased
  a Brand new 2020 ***** Trail Boss from another Dealership towards the end of
  2019 I would have no reason to look for another Truck. It's Really funny how their
  reply has me not replying or contacting them for over two years supposedly again
  on Jan 2022. At that time I still had my Trail Boss. There was a $1000 deposit that
  was given at one point to **** a sales person at this dealership however this was
  done Mid of May-June 2021 where no deal was ever made and I am not disputing this credit inquiry as I was at the dealership. This was a in person
  activity where an application was taken and income was given. I have not given this
  dealership or any third party permission to pull my information. All of the electronic applications were not submitted by me. A police report was filed and uploaded to the original complaint. I have only applied in
  person at this Dealership once, where a copy of my Drivers License was also given.
  I am not sure who they have been talking with but my current cell phone number belonged
  to a ******************* of *********, ** who is a Fire Chief at one of the local Stations and I constantly get lawyers and collection agencies calling for him. I have
  not gone online to a third party to request any financing through this dealership. I
  am requesting all of the third party inquires that were submitted online or through a
  cell phone be deleted and Scrubbed. Again this was not me that applied. I test drove and
  applied once with **** since then I have had no contact myself with this dealership. Also my wife works with First ******** where there was a security breach and my information was given out at some point last year. I am not trying to cause an issue here but I am the victim I am just asking all the electronic application inquires be deleted. I myself work at a Bank and would go in person to make this kind of purchase as I would have my job finance a vehicle rather that have my credit ran by several banks.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9, 2022 I dropped my 2009 BMW 750Li off for an oil change. Pictures was taken of car before service. Received my car back and made it 15 miles down the road and began to notice smoke coming from the muffler, different malfunctions, battery discharge message, dashboard flickering, and car stopped In themiddle of the road. Had to get my car towed back to the dealership at my expense. Was told it was the battery which doesn't causes a car blow smoke from the exhaust. Was without my car for 3 days and wasn't offered any type of rental service nor apology or explanation. Days later was discovered the wrong oil was put into the car at time of oil change. No accountability was taken. Staff and mangers was very rude as to who dropped the ball at this point. Very unprofessional after realizing my previous oil change sticker was removed which stated the correct oil usage. Was told maybe the sticker had fallen off during time of service. Was offered to drain the incorrect oil and replace with correct oil after damage is done to the car. Was told as a customer who trusted this business to fulfill a correct reliable exchange of service that there is nothing else they as a company can do.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/16) */ DIAGNOSTIC TESTING FINDS BATTERY FAILS BATTERY TESTING. BATTERY IS DAMAGED AND FAILING. WHEN TESTED BATTERY SHOWS 519 CCA OUT OF 900 CCA. FAULTS ARE PRESENT FOR SPORADIC ALTERNATOR MALFUNCTION WHICH WILL RESULT IN LOSS OF ELECTRICAL POWER. ICM UNDERVOLTAGE FAULTS ARE STORED IN VEHICLE STARTING AT 94,180 MILES AND CONTINUING TO PRESENT. REPLACEMENT OF MALFUNCTIONING BATTERY AND LTERNATOR ARE REQUIRED TO PREVENT THE NOTED WARNINGS APPEARING AND STALLING OF VEHICLE. OIL SMOKE EXITING EXHAUST PIPES IS CAUSED BY CONSUMPTION AND COMBUSTION OF OIL BY THE ENGINE. THIS IS CAUSED WHEN THE VALVE STEM SEALS WEAR OVER TIME AND ALLOW OIL TO ENTER THE COMBUSTION CHAMBERS RESULTING IN OIL SMOKE FROM EXHAUST. THE ENGINE INSTALLED IN THIS VEHICLE HAS BEEN NOTED BY BMW NA AS HAVING THIS ISSUE AND HAS BEEN PREVIOUSLY ADDRESSED BY CLASS ACTION SUIT NO LONGER APPLICABLE TO THIS VEHICLE DUE TO AGE OF VEHICLE. NOTED OIL USED DURING OIL CHANGE 11 MILES AGO AT OUR FACILITY WAS 0W30. VEHICLE CALLS FOR 5W30 OIL. THINNER OIL CAN TEMPORARILY INCREASE THE OIL SMOKE CAUSED BY OIL CONSUMPTION AS IT WILL PASS ** WORN VALVE GUIDE SEALS MORE QUICKLY. DRAINED 0W30, FILLED ENGINE TO FACTORY SPEC WITH 5W30 OIL. PLEASE NOTE: WHILE OIL SMOKE FROM EXHAUST MAY REDUCE , THIS WILL NOT ELIMINATE THE VEHICLES OIL CONSUMPTION/SMOKING ISSUE. REPAIR REQUIRES REPLACEMENT OF VALVE GUIDE SEALS. DO TO AGE/MILEAGE OF THE ENGINE, REPLACEMENT OF ENGINE IS SUGGESTED TO RESOLVE THIS ISSUE. CUSTOMER HAS BEEN NOTIFIED OF THE NEED FOR BATTERY AND ALTERNATOR REPLACEMENT AND HAS DECLINED REPLACEMENT AT THIS TIME. BMW OF FLORENCE'S PROFESSIONAL OPINION IS THAT MR. ******* JUST RECENTLY PURCHASED THE CAR WITH SEVERAL ISSUES. BMW OF FLORENCE WILL NOT ASSUME LIABILITY FOR ISSUES THAT WERE ALREADY PRESENT. OUR RECOMENDATION IS THAT MR ******* TAKE THE CAR BACK TO WHO HE PURCHASED IT FROM.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Five Star BMW to turn my vehicle back for its lease on Aug 8, 2021. The dealership gave me 3 options. They said I could turn into BMW Financial Services, which would cost around 2400 with the fees, mileage, overage, and 2 new tires needed. They said the second option would be to buy the car outright, with the dealer fees, tag, tax, and title. And the third options was to allow them to purchase my car and payoff the residual value. They said that I would be responsible for the difference of $762.59 and could be free of my responsibility to the car of BMWFS. I chose the last option. They ran my debit card for $762.59, and had me sign documents. However, the documents the presented to me for signature had not been filled out and were blank (Bill of Sale, Odometer, and Title Transfer). They said that the title office was closed and that they would send me the paperwork on Aug 9 or Aug 12 at the latest. I left them my vehicle, the keys, and had no fully executed paperwork documenting the deal. As I drove away, I felt in my core something was not right. I returned to the dealership to ask for the receipt of transaction of copy of all the official documentation of them purchasing my car, the title transfer, payoff to BMW FS etc. They evaded and gave excuse after excuse. I asked to speak to the manager, Will Fryar. He came out, and I asked when the paperwork would be ready for me to sign, instead of the blank paperwork that they presented. He first offered to do it himself, then returned flustered and agitated. I asked for a time that the paperwork would be ready, and he was unable to give me a time. He said they opened at 8, and I was welcome to come back and wait until it was done, however long that took. He told me I could take my car to BMW of Columbia, and then stoop up out of his chair and tore the paperwork in half. I have included this picture as evidence.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/12) */ The Customer came to Five Star around 6:45pm. Our title clerk is off at 5pm. It is Five Star's policy for our title clerk to fill out all DMV paperwork. After signing the paperwork and leaving, the customer came back around 7pm showing concern about the blank paperwork. The paperwork was torn up to show we didn't want him to have that feeling. Mr ****** called the next day and came in and signed his paperwork.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 2021 Chevrolet Bolt EV platinum on February 14,2022 with 6600 miles from Fivestar Chevrolet Dealer in Florence SC. Then we find out that this car was on a sales/stop from GMC. Which means all Chevrolet dealers are to stop selling any Chevrolet bolt ev's. Because the battery was a hazard and catching on fire. Their is an open recall on our vehicle that the car is a fire hazard. So why would a Dealer risk my families safety? This has brought me some sleepless nights wondering is my car going to catch on fire at night while recharging? Now I am being told that the software has been changed to only allow at GMC request to only charge the car to 80% capacity instead of 100%. Resulting in a lost of range for driving between charges. Then also to stop driving the car when the battery range get to 70. Why would any reputable dealer sell a car that is a threat to my family and my life? This has been painful and worrisome. We are suppose to enjoy our first Electric car. But instead I found myself constantly looking for any burning smells or smoke coming from under the car. They say they are working on a fix for this with a battery replacement in the future. Meanwhile why should I be burdened waiting? I left the manager a message to do the right thing and replace this with a safer Electric vehicle.

  Business response

  07/22/2022

  Business Response /* (1000, 5, 2022/04/08) */ This complaint is being taken very seriously by Five Star Chevrolet. We are in contact with this customer and although we have not come to a resolution as of yet, Five Star is committed to this resolving this issue with our customer. More information to come.

*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. ↩