ComplaintsforMountain View Chevrolet

• Initial Complaint

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2021 chevrolet colorado LT extended cab from mtn view chevrolet and it didn't come with back seats and I asked the salesman if I could get seats for the back and he told me that I could. I messaged him about it every day and he told me he hasn't had time to get with the maintenance department to see if I could. After a week he told me that I couldn't get seats at all and that I might be able to get aftermarket seats. I checked on after market seats so now I can't ride my children in this truck that I bought and I work hard for my money and I can't carry my children in it legally and I went back to mtn view chevrolet to try to get something else that will benefit me and my children and they told me there isn't anything that they could do about it.

  

  Business response

  04/16/2024

  I've had a conversation with the sales consultant that assisted the customer with this purchase and it was explained to me that the customer was aware that the vehicle did not have back seats and the original window sticker states the same. Our sales consultant states that the customer asked if he would be able to get rear seats for the vehicle and our sales consultant stated that he did not know but would check with our parts department and see. The vehicle was built as a fleet vehicle and ordered with the rear seat delete package, and after investigating further we are able to order the rear seat with all of the mounting brackets and the cost for all of the parts before installlation is approximately $2400 in parts before installation. I apologize for our sales consultant stating that we couldnt get a rear seat for the truck and he claims that he asked and maybe he was told he couldn't but we can.  The customer knew what he was purchasing at the time he purchased the truck and he knew that the salesman was unsure whether a rear seat could even be ordered for the truck and purchased the truck anyway.  We never misrepresented the vehicle or anything to that nature. If the customer would like to purchase the rear seat and have it installed, we can order it for him and I'll even offer a 15% discount on the parts, but the customer is responsible for paying for the parts and installation or just the parts if he will be installing the seat himself or have a 3rd party perform the installation.  We did try and trade the customer out of this vehicle on 4/15/2024, but were unable to get an approval from any banks unfortunately at this time but will continue working on it.  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in December, my wife bought me a truck for Christmas. The salesman at the dealership told her and myself that the truck was solid. Said that the truck was ready to work and do what is was meant to do. I informed them that the truck was going to be used for work. Hauling equipment,tools, etc. Since purchasing the truck, it has been getting repaired. It had several major oil leaks. The brakes actually blew apart while driving the vehicle and almost caused a major accident. For a truck that cost $22,000, and it made to haul things, it was not road ready. Roughly $6,000.00 later, I still sit here in February without the truck. This place is actually doing something dangerous by selling these big trucks without any kind of inspection.

  

  Business response

  02/23/2024

  Mr. *******, I am going to pass this information over to the Manager at the store your wife purchased your vehicle with. I show that she purchased a Ford F-350 from Mtn. View 153 on 12/14/2023. I'm very sorry that you are having these issues and someone will reach out to you as soon as possible. 

   

  Regards,

  ***** *****

  General Manager

  Mtn. View Chevrolet

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought a new truck from Mtn View Chevrolet and the forward collision system quite working. This is a safety issue. Been waiting on a part for over a month. I have offered to trade the truck back to them if they will give me back what I paid but they have refused.

  

  Business response

  02/20/2024

  Mr. ****** purchased his 2023 Chevrolet Colorado as a pre-owned unit on 12/5/2023 and on 1/24/2024 our service department discovered and notified the manufacturer of a module associated with the front camera being inoperable. I have attached an email response from our Representative with the manufacturer and a copy of the SPAC CASE report pulled this morning. SPAC stands for Special Part Assistance Center, they handle cases where parts needed are not available and they work to expedite the parts for customer repairs. We apologize for any inconvience this defect may have caused our customer and we are working along side GM to have the part we need to make this repair for our customer and will contact our customer as soon as we are notified by GM to schedule an appointment for the repair.  We took a look at trading our customer out of this vehicle into a New Truck but the banks were unwilling to approve the customer for a loan due to a high amount of negative equity causing the Loan to Value to exceed the banks guidelines. The Customer is driving his vehicle while we wait for the part to become available and the front camera being inoperable does not prevent the vehicle from being driven safley. Again, we are doing all we can and we are frustrated as well with not being able to make this repair that is needed but once we have the part we need we will contact the customer and schedule this repair and get him back on the road in the truck he purchased.  

  Customer response

  02/21/2024

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

  The negative equity exists because Mtn. View Chevrolet offered me 48,000 back for the truck.  I paid 62,500 for the truck less than 3 months ago.
  
  Sincerely,
  
  ******* ******

  

  Business response

  02/22/2024

  The market controls what the vehicles current value is based on market conditions within our area and that value has no relation to what was paid for the vehicle. As you will see in the attachment for our area KBB values the vehicle at $48,650 Trade in Value. Part of our equation when trading for a vehicle we have to take into account the amount spent on a vehicle to make it front line ready, oil change and checking all fluids, filters etc. So the vehicle is in top condition when we offer it to the next customer. We offered the customer what the current value is for his vehicle as a trade in. 

  Customer response

  02/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: Since the dealership cannot fix my truck in a timely manner (already been almost 2 months) they should be willing to put the same money back in the truck that I did when I purchased it.  But so far they have refused to do this.  This is not an unreasonable request.  All they are worried about is losing money on the trade not getting my truck fixed.  The fact that the part is not available at this time is not my problem I simply want my truck fixed.  I have asked why someone cannot go to the area in the factory where the forward collision system is installed and get one off the line put it in a box and send it to Mtn. View Chevrolet.  All I get told is that there is no delivery date for the part at this time.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2020 Chevy Blazer with a Signature Finish protection policy on it for $695 and is good for 60 months. Policy is sold through MTN. View Chevy for ********** ********* ****** **** *****. On my contract it only states windshield protection policy for description of policy with no attached rules or regulations. Per ********** ********* ***** website on the Signature Finish plan it states "if the windshield cannot be repaired, it will be replaced. My contract says nothing about a "B" plan. Simple as that no selection on whats covered and not covered. I only purchased this policy because of the past windshield accidents I had in the past. In 2021 they dealership sent *** ***** *** out to my work and replaced it which that company has the invoice for doing it. In 2023 same company came out and repaired a crack I had. Dealership is telling me they dont have any invoice for 2021 replacement so that means they do not replace only repair. *** Company also has record of the claim from 2021. I just want what they promised me during the buying process. The story is now there is a policy B plan and that policy doesn't cover replacement. My windshield is crack corner to corner from the repair job that was done in 2023. Mtn. View Chevy and *** Company can't provide me with a B policy or B plan they provide on what it covers. Only word of mouth per dealership. Either replace the windshield like my plan and paperwork states or refund me the plan amount money I paid. I also can provide any paperwork needed to complete this process. Thank you.

  

  Business response

  01/25/2024

  Good afternoon, 

  I've attached 3 documents that will show where the customer called *** on 6/4/2021 about having the winshield replaced and you will see the "EST TOTAL" column is blank and this is because the coverage we sold the customer and signed for by the customer does not cover replacing a windshield, only repair. The "Signature Finish" package we offered to customers back in 2020 was a combination of a tire & wheel protection, paintless dent protection, windshield protection, and motor club with key replacement. The customer was told by the *** representative on 6/4/2021 that they do not have replacement coverage and I agreed to pay for the customers windshield as a courtesy to the customer as a gesture of good faith but never agreed to pay for every windshield when the customer needed one. I've also included the claim from 2022 where *** paid for the winshield to be repaired and the customer called *** on 1/24/2024 wanting to make a claim for windshield replacement and they again informed the customer that they did not have replacement coverage. *** offers a Stand Alone windshield repair or replacement package that they offer which will replace a windshield in the event the winshield cannot be repaired, but the only package we were authorized to sell to our customers at the time the customer purchased the vehicle, 09/26/2020, was the package I listed earlier. I'm truly sorry that the customer felt the need to make a complaint about this when representatives and dealership employees have explained to the customer on many occassions in great detail what coverage the customer has and what it covers. Please let me know if there is anything I can do to help.

  ***** *****

  General Manager

  Customer response

  01/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I never contacted *** until Jan 2024. In the past I called dealership and they would give me a number to the ******** to get fixed. I was promised during financing purchase that if it can’t be repaired it will be replaced. All it states on my contract it says windshield protection. Nothing else at all just protection. So I just accept what the dealership says what it covers when they offer no documentation in what it covers and not covers . I only contacted *** in Jan 24 is because nobody at the dealership wanted to help me and they told me to contact ***. The GM didn’t even know it was getting replaced in 2021 so how could it be good faith. He called me and asked why it was getting fixed and we spoke for a bit about new trucks and that was it. Never during the conversation he said we don’t do replacements .I attached a copy of voicemail he left me in 2021. If i purchased a plan that doesn’t cover it then it needs to be shown to all customers what they are buying in writing.

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

• Initial Complaint

  04/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase a vehicle on 3/29/23. I had possession of the car for less than a week. I realized that the air conditioner was only blowing cool air on the driver side and warm air on the passenger side. A few days after I realized that passengers were able to let their windows down but I had to let them up by the man controls. I contacted the dealership and informed them 4/3/23. They had me drop the vehicle off on 4/6/23. Where it has been since. They later informed me that there was electrical problems with the window switches and they needed to be replace. They also informed me that the back air conditioning did not work either. These were not minor things. I did let the windows up and done but only on the drivers side. They tried to get the extended warranty company cover the repairs but they refused. I put down $6,000 dollars down. The total cost after financing is $32,244.24 I will have to pay for this piece of crap vehicle. They were so nice and helpful until I signed the paperwork and reported a problem. Now the only thing they will say is that I signed the paperwork and it is my problem now. No more hospitality from anyone especially management. I also expressed to them that I did not want the vehicle anymore and would like to exchange it. I was fooled and taken advantage of by this company. I'm sure the repairs and part are very expensive out of pocket, which I don't have after giving them $6,000. I have been without a vehicle every since and I am a single mother with 2 kids with no transportation to work. I have to pay an Uber 5 days a week to pick me up. Please help me.

  

  Business response

  04/20/2023

  I spoke with the customer letting her know a good majority of the time her vehicle has been in our service facility has been because we had to wait on the adjuster with the service contract company to come out and inspect the repairs needed to tell us whether or not it would be covered under her plan. I spoke with our service department and we are in the process of repairing the vehicle at no cost to the customer. I will reach back out to her to inform her that we should have her vehicle back to her this week and at no cost to her. I apologize for the inconvenience. 

  Larry W****

  General Manager

  Mtn. View Chevrolet

  Customer response

  04/20/2023

   
  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.
  
  Sincerely,
  ******** *********

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2019 Chevy in August of 21 in March of 22 the motor messed up, in May of 22 it was sent to a mechanic and the extended warranty was to find another motor for the vehicle. It has now been almost a year without my vehicle and still NO ANSWER TO A MOTOR. Mt.View has not called since October with left messages and the warranty company has not contacted since October as well. I have paid almost 40 thousand for this vehicle and I am at my wit's end. I am dealing with a Shelby in Michigan to help with reimbursements but his is not given me the a answer to when to expect my tuck back. Any help would be appreciated!

  

  Business response

  01/24/2023

  Good afternoon,
  I spoke with ****** this evening and explained to her what we are currently experiencing with part shortages and delays with the manufacturer. I read an email we received from an Agent with the Field Contact Center at General Motors about where we currently stand with being able to get the parts needed for her vehicle repairs, #718 out of over 2000 open backorders. Her Engine is currently being affected by the ongoing valve shortage and we are monitoring daily for any changes. Going forward I have assured ****** that we will not just try to reach her by phone but will also text and email her consistently with updates. We can do a much better job with communication and will do so going forward. We can't control not being able to repair her vehicle because we can't get the parts needed to make the necessary repairs, but we can control keeping ****** updated frequently. 

  Customer response

  01/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18890156, and find that this resolution is satisfactory to me. Please see the attached text file. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 19, 2022 my Chevy Silverado broke down in Chattanooga TN on the way back to my home in Summerville South Carolina. I spent $500 to tow the vehicle to Mountainview Chevy dealer in Chattanooga TN. This motor is under warranty with less than 10,000 miles on it. Was told they would contact me within the week to let me know the status of the motor and time to repair. It has been a month and they have yet to contact me. I also had to pay $1,000 for a rental car to drive home and $200 for a hotel. I do have ALL the receipts for these costs and others, telephone records showing the multiple times I have tried to speak with someone about the status of the truck, the warranty information for the motor, and the Service Advisor whom I spoke with at the dealership with his business card - Jeff H****, ************ *** **** - jeffh****@mtnviewchevy.com. I am a contractor and this truck is my how I make a living. I have had to turn down MULTIPLE clients and work because I have not had my truck for a month. I have filed complaints with Chevy Headquarters in Detroit, the FTC and OIG (who recommended I file this complaint with the BBB).

  

  Business response

  11/17/2022

  I spoke to Mr. ***** to let him know that his truck has currently been inspected by the technician and I've confirmed with the Service Manager that all parts needed to make the repairs are in stock. His truck should be ready by tomorrow 11/18/2022. I told Mr. ***** that I would work on finding a way to get his truck to him or re-imburse him up to $300 for a plane ticket if he were to fly to Chattanooga from Charleston, SC. 

• Initial Complaint

  11/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10/28/22, I took my car down to Mountainview for an oil change. I was told when I got there, my warranty had expired. I asked if they could bill me and was told no but I could call the main number to see if they would give me a free oil change. I called the number and the office was closed. I went to the garage so I could ask the mechanic about the writing on my front car window that was never removed when I purchased the car. When I get to my car, the tech is sitting in my car looking on his phone. I asked him what was he doing and he said he was trying look up how to do an oil change. That’s when I decided not to get the oil change there. How can they let someone do an oil change and the mechanic don’t know how to do it? I don’t like the way I’m being treated!

  

  Business response

  11/01/2022

  I'm sorry but I don't have any record on file for this customer here at Mtn. View Chevrolet. I've checked in our sales department as well as our service department. The customer is welcome to reach out to me directly so I can see how I can help her. 

  Regards,

   

  Larry W****

  General Manager

  Mtn. View Chevrolet

  Customer response

  11/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I did call Mr Larry W**** and he did find me in his system. He said he will call me back after he check everything out.
  Sincerely,
  
  ****** ***

  

  Business response

  11/09/2022

  Mrs. *** did reach out to me and I explained to her that I do not have any history of her in our system here at Mtn. View Chevrolet but I did research and found out that  she purchased her vehicle at Mtn. View 153 on shallowford rd. Therefore, I wouldn't have any records to review in our system. I did call her tonight and left a message for her to return my call and also let her know in my message that I would be taking care of her oil change at no charge and cleaning her vehicle for her for the confusion.  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Ford fusion from this company on April 14 2022 by June the car was making a noise and has been in the shop at the Ford dealership in blueridge ga since and will be there for 3 more weeks according to the service department there. The Ford service department has told me the issue was addressed by mnt view in November but was not replaced according to the Ford guidelines so now the extended warranty I purchased with vehicle will not cover any of the repairs but the part is covered under Ford but they won't cover the entire amount and I will have to pay 500$ to have the car fixed according to the Ford guidelines.

  

  Business response

  07/08/2022

  I appreciate you speaking with me today about your issue and we hate that you are having these issue's with your vehicle. Our Service Manager at our Ford Store is trying to contact the Service Department at the Ford store that has your vehicle to go over what they told you the issues are with getting the repairs covered under your service contract you purchased. I'll be following up with him and contacting you as soon as I have more information. He has confirmed with me that the work that was performed on your vehicle prior to Mtn. View Chevrolet taking ownership was performed under warranty and approved by Ford. He is confident that if repairs were not performed on our end correctly that Ford would not have approved the warranty claim. I'll stay in contact with you throughout our process and update you on what we will be able to help with. Thank You for business! 

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Business calling relentlessly. I went online and got a trade amount for my vehicle ONCE and have been called multiple times per day by the same number and same person. I've had to block their number, but still get texts, and emails from them. Don't give them your number unless you want to be harassed continually.

  

  Business response

  09/01/2021

  Business Response /* (1000, 5, 2021/08/02) */ Contact Name and Title: LARRY W******* ************************************************************** We have taken all measures to remove the customers information in our systems and all attempts to contact the customer is cancelled. Consumer Response /* (2000, 7, 2021/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩