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:04/25/2024

  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.

  I called walker Chevrolet and explained what was going on with my truck . They accepted the truck and took on repairing it . They claimed it was fixed . They told me a bunch of other things were wrong , so I had them fix the truck . Three weeks later they tell me to get the truck . I show up and wait hours for my truck . The service rep then asks me to go to the back with him to the truck . He states my truck is doing exactly what it was doing when I brought it in . ( So they never fixed the original repair) They then tell me I need a new engine lol It's been over a month since that moment and I haven't heard one peep about my truck . Not even a eff you . I've lost my job because of lack of transportation and lost wages . Now I'm seeking help from the BBB and Chevrolet. If I was Chevrolet, I wouldn't want these people representing me .

  Business Response

  Date: 04/26/2024

  First, I want to apologize for the treatment and lack of communication this guest has received from Walker Chevrolet over the past few weeks. We @ Walker Chevrolet hold our guest and standards to a high level and have failed with this guest due to our employee being out sick for the last 3 weeks. Not an excuse!!! The communication fell thru the cracks and we sincerely apologize. We have determined that this vehicle repair estimate was not sent to our guest as we were awaiting the estimate to be authorized by the customer. We have attempted to contact the customer today 4/26/2024 and left them a message as to what we can do to rectify their concerns. The vehicle does not need an engine assembly, it does require a fuel injection pump, the part has been ordered and should arrive within the next two business days. We will be installing the pump, at no charge, to our customer and then will verify repairs and let guest know of the outcome.

  Please contact me: ************************* @ ************ (c) or ************(D)

  Customer Answer

  Date: 05/06/2024

  Hey I have received correspondence but no solution has been made . I was to receive a phone call and never did 

  Business Response

  Date: 05/17/2024

  Walker Chevrolet has been in contact with our customer and we have come to an agreement for the repairs made to his vehicle. We had a communication concern and found the root cause of our mistake. Our service Department is going to be compensating our customer for his time with a discount to the work that was performed. The original bill  was  discounted over three thousand dollars as a goodwill gesture on behalf of Walker Chevrolet. We also purchased a fuel injection pump  and installed the assembly at no charge to our customer. The customer found this satisfactory and has since paid for and picked up his vehicle.

  Customer Answer

  Date: 05/20/2024

   
  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. 

   

  Thank you BBB and Walker Chevrolet for everything. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/14/2023

  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.

  3/2/23 - I met with *****************************, to inquire about a 2020 ****** Armada I saw online on their website, as well as CarGurus. During my meeting with *******, I asked if the vehicle had any damage, been in any accidents, she advised me it had not. I asked for a copy of the inspection report and diagnostic report. I returned to the dealership 3/4/23 complete the paper work and do a test drive. Myself, *******, and my father were all in the vehicle together while I drove the car. While I was driving the vehicle, the Front Radar Obstruction light came on. I asked ******* what did the light mean, and she said, "it must be something on the camera." I exited the interstate at pulled into the parking lot. I turned the vehicle off and we all got out the vehicle. We all got out the car and she wiped the camera off and ******* stated, "it is fine now. It happens if the lens get dirty." She assured me everything was fine. When we got back in the car and I turned the back on the light was off. I then drove back to the dealership. After a few minutes of me driving the vehicle, the Front Radar Obstruction light came back on. I called the dealership and ******* said to bring it back. 3/6/23 I took the vehicle back to the dealership and spoke to *******. She then spoke to ***********************, He said he would take a look at the vehicle. ***************************** returned and said that I will need to take my vehicle to ****** to be looked at and they will take care of it for me. 3/13/23 I dropped my vehicle off at ******. They called to let me know they are waiting for approval for Walker Chevrolet to complete the work. I spoke to *********************** and he advised me the issues is ******'s because they told him they fixed the problem and I would need to contact ******, which I did. Per ******, 2/24/23 they advised Walker of Impact Damage which caused the bent bracket and damage to the sensor which need to be replaced.

  Business Response

  Date: 03/14/2023

  We have spoken with *************** about the issue at hand and are working with the customer and ****** directly on it. *************** was updated on where we are at in the process at 3:00pm on 3/14/23 by our Sales Manager *********************** and he advised her he would be back in touch today after our service department and ******'s service head got together today to find a resolution to this case. We have been in contact and readily available to the customer since she first noticed the issue with the vehicle.  

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a ************************************ June 2022 the day I test drove the vehicle there was a grinding noise and I could not continue the test drive I was told a week later it was a wheel bearing and that they had fixed it and I could come test drive it I did and it seemed ok so I bought the vehicle I had it around 45 days when the same noise came back I took it back and they fixed it again 30 days later th retransmission went out in it and both control arms almost completely fell off the vehicle I have no warranty and have no recourse with them but I know that they knew there were issues with this vehicle before I bought it and they purposely put a band-aid on it so I would buy it and they could pass the problem off to me I finance 13,000.00$ and then three months later I spent 8219.00$ more dollars on the vehicle just so I could drive it and not default on my loan.

  Business Response

  Date: 11/14/2022

  Walker Chevrolet inspects all Preowned vehicles before selling!!  That's why we repaired the noise before selling the **** to ********** Then , when it happened again-Walker repaired again @ "No Charge". Walker was not aware of the transmission issue until afterwards and the sales department was not notified for assistance until after ********* spent over ******* $ which denies Walker Chevrolet the opportunity to repair at dealer cost. The vehicle is a used vehicle that is sold 'As Is' and we did offer a "extended warranty" that ********* denied purchasing. We also responded to *********'s poor survey online and tried to reach/contact @ no avail. Walker Chevrolet has been in business in Franklin, Tn. for over 90 years and we do not sell used vehicles knowing there is a problem and passing it on to the customer. This is not our practice nor philosophy! We regret that ********* feels this way and stated that in her BBB complaint.

  Customer Answer

  Date: 11/15/2022

   
  Complaint: 18394915
  
  I am rejecting this response because:
  I did notify walker of the transmission issue before I did the ***** repair and I was never called back so I called a second time to which I received no response to and as to the bad comment I placed on ******** I received a message from ****** asking me to call which I did and left 2 separate voicemails asking her to call me and she never called so I feel they have not done anything in the way of trying to correct this poor situation I would like some type of reimbursement at least in part of the control arms being repaired if the wheel bearings were replaced twice by walker then they should have noticed the control arms were bad when that repair was made. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/18/2022

  *********, I am so sorry you had to go through this experience. After doing my investigation - I agree - Walker Chevrolet should refund you for the "Steering Knuckles".  Please contact ***************** @************(O) or ************(C) with an Invoice and he will refund you. Again - sorry for the miscommunication on the Steering Knuckles. I wish you the best for the future and you **** Escape.

  Customer Answer

  Date: 11/21/2022

   
  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,
  
  *********************************