Complaints

This profile includes complaints for Jim Keras Chevrolet - Memphis's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Jim Keras Chevrolet - Memphis has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Jim Keras Chevrolet - Memphis

  2000 Covington Pike Memphis, TN 38128-6982

  
• 

  Jim Keras Chevrolet - Memphis

  PO Box 280809 Memphis, TN 38168-0809

  

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:09/11/2024

  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.

  My daughter bought a car from *** Keras Cheverlot on August 2, 2024. She drove it for less than 3 weeks and the transmission went out. Even though used cars are sold "as is" at *** Keras a 2021 with ****** shouldn't have transmission issues less than 3 weeks after leaving the lot. I shouldn't have to buy an extra warranty for this type of car with year and milage. I have had multiple talks with the dealership with no resolution. I just want this car fixed for free or for the dealership to give me an even exchange. I am without a vehicle because my daughter is using mine to go to college. I am also having to pay for a rental because *** Keras does not have courtesy cars for their customers.

  Business Response

  Date: 09/12/2024

  We are sorry to hear of the trouble you are having with your vehicle. We thoroughly inspect our used vehicles and make any repairs that are needed. Unfortunately, vehicles do not give a warning before something goes wrong,they just break down. When we inspected the vehicle, the transmission functioned properly as it did on Mr. ********** test drive and for a month after the purchase. This is why we offer extended service contracts to our customers to keep them from having any unforeseen expenses. As ********************** has said all of our used cars are sold as is and he advised his daughter at the time of purchase not to get an extended service contract. I spoke with ********************** yesterday and he inquired about purchasing the extended service contract which he can and it will cover any future repairs but will not cover the transmission as it currently has mechanical problems. We strive for complete customer satisfaction and that is one reason why we offer extended service contracts to our customers in case of unforeseen mechanical failures.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22270804
  
  I am rejecting this response because as a business and to continue to stay in business you should take care you your customers. I have tried multiple time to communicate with and *** Keras continues to give me the run a round.  *** Keras is a shady car dealership that is just in business to make money, which I understand, but you also have to value your customer so they will come back. So if you want to make this right just exchange the car or fix it that is all I ask.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2024

  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'm May of 2023 my car wouldn't crank anymore. They said I needed a new engine. I never had any check engine light issues before the new engine was installed. Now that the new engine was installed. The check engine light keeps coming on. The Code is P0300 random cylinder misfire. I took it up there for the code. They told me I have a issue with my oil tank that's why my check engine light was on. They repaired that, the check engine light. Came on again after that. I took it back to *** Keras. They erased the code told me it wouldn't come back on when they drove it and every since that last repair that check engine light has been popping up on my dash board and I keep going through the same process with this dealership with my car. No solutions. They keep telling me they can't get the check engine light to come on after they erase the code, give me the car back, I drive it, the code pops back up, then it's right back in the shop again. I keep getting the run around after I paid them so much money to fix my problem that's not fixed

  Business Response

  Date: 08/17/2024

  We are sorry to hear of ************** issues he is having with his vehicle. We replaced ************** engine in December of 2022 the odometer reading at the time was ****** miles. We value ************** as a customer as he has brought his Corvette to us numerous times for repairs and service before we replaced his engine. When we replace the engine, we only replace the engine as it comes from the manufacturer. We do not replace everything that bolts to the engine or any engine accessories unless needed or specifically requested by the customer, as that costs the customer more money and we do not charge our customers for things that are not necessary. The repair made on his vehicle in May of 2023 was the replacement of the oil reservoir that was leaking, which was not related to the engine replacement. We also diagnosed and replaced an inoperable front view camera on ************** vehicle in May of 2023, which is not related to the engine replacement either.  While we do not want anyones vehicle to have issues the fact of the matter is that all vehicles develop problems and will need repairs. For ************** to say his car never had any problems and we are somehow responsible for any issues that arise at any point in time after we replaced the engine in his vehicle is illogical, given the reason his car was in our shop for an engine replacement was for a blown engine and his car had been towed in for other unrelated repairs in the past.  ************** vehicle was back in our shop with an odometer reading of ****** miles for a check engine light that we will gladly diagnose and repair for him. As ************** said in his complaint, our technicians must be able to replicate the customer concern, in this case, the check engine light coming on, to properly diagnose and repair an issue. Once we can diagnose the cause of the check engine light, we will repair Mr. ************* We hope that ************** gives us the opportunity to service his vehicles in the future, as we value all our customers and strive for complete customer satisfaction.

• Initial Complaint

  Date:07/05/2024

  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 was trying to find a reputable company to fix my vehicle and who accepts 3rd party warranties. I took it to *** Keras Chevrolet. With the help of an appointment scheduler I told her that these were the issues associated with my vehicle and I also sent codes from a previous diagnosis. I was aware that they had to run their own. When I did the appointment this is what I listed Maintenance Services:97500 miles Normal * Mileage Notes: I need the following done and want to know if this can be completed today? I have ASC warranty. I will need a loaner if vehicle needs to stay overnight or for an extended period of time. Engine underboost*p0299:00 Intake air flow system performance*p1101:00 Recirculate position command 1 circuit short to battery*b0223:01 Recirculate position command 1 circuit open*b0223:04 however when the appointment scheduler called me back this is what was reported: Repair Services:Drivability Diagnosis CAR IS STALLING OUT WHEN DRIVING WHEN TRYING TO GIVE GAS performance issues ALSO THE *** GOES UP Air Conditioning Diagnosis STATES THE *** IS NOT BLOWING COLD; HE FILLED UP IT UP AND IT LEAKED OUT. I have a Deluxe Powertrain Plus Coverage warranty which has no deductible. The warranty company isnt paying for much or they are but this companies is price goughing. I was initially quoted ****** for repairs to my ac because they said I needed a hose and it wasnt covered by warranty. Then I was quoted for the same repairs on July 3rd $****** then less then 30 mins received a call stating to repair my vehicle I have to pay over $1900. After the warranty company stated that they covered the turbocharger, labor and applicable fees. I attached the warranty and the breakdown of what was said needed repairing. However I was initially told $****** on July 2 and 3 and then about less then 30mins on the 3rd the price jumped.

  Business Response

  Date: 07/06/2024

  We hate to hear of Mr. ******* displeasure with his experience with our service department as we strive for complete customer satisfaction at *** *******************************************. When **************** brought his vehicle in, we diagnosed the engine/ turbocharger issue and contacted the ******** company to obtain authorization for repairs. We received the authorization for the amount Mr.******* ******** company would pay and notified him of the difference that he would be responsible for paying, the parts and portion of labor the ******** company would not cover. **************** authorized these repairs to his vehicle. We called **************** back to give him the price to repair his air conditioning system as the ******** company would not pay for any of the necessary repairs.We have tried to explain to **************** numerous times that the two prices he was given are for the two separate repairs needed on his vehicle, one for the engine/ turbocharger and one for his air conditioning system. We charge a set hourly labor rate to all our customers and if they have a third-party ******** company,we tell the customer the portion of the repair that they will be responsible for before we complete repairs as we have no control of what ******** companies will or will not cover. We have completed all repairs to Mr. ******* vehicle that he authorized and is willing to pay for. If he would like us to repair his air conditioner, we would be more than happy to do so if he chose to bring his vehicle back to our service department and pay for the repairs. Again, we strive for complete customer satisfaction and hope to have the opportunity to serve **************** again in the future.

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21946324
  
  I am rejecting this response because: Whoever sent this is lying! I took my vehicle in the 27th of June with my complaints that I had with the appointment scheduler about check engine light coming on for two days and then going off, the same with air bag light indicator. I informed her that my ac wasnt working. That I had a mechanic put refrigerant in it and two days later it was blowing hot air. I also told her that the mechanic stated that it was possibly the lining needed replacing or a seal but that he didnt take warrantys. I told her that when I try to give gas to my car at a certain speed it stalls out and the *** gauge goes pass 4-5 and just sits idle before shifting out. I gave her codes where I went to but was informed that they would have to their own diagnostic. Which was fine, however the codes that were given to her could be used as a reference. When I spoke with the Service Advisor (*****) on the 27th of June. These issues were retold to him. I was informed that I would hear something back before closed of business. I didnt hear anything from nobody at *** Keras Chevrolet until June 29, about my vehicle  until I spoke with the General Manager ****, thats when I was informed the system were down and that everything was being handwritten and that if I didnt hear from anybody by COB I would definitely hear something the next working day by 12pm about the status of my vehicle. I was communicating via email with the General Manager **** and Service Manager *****; however, **** was the only one communicating back with me. On July 1, I still hadnt heard anything back about my vehicle so I physically showed up at the shop. I spoke with Service Manager ***** and was told to lets go and talk to *****. We talked to ***** and he claimed that he had been trying to contact the warranty company in regards to my complaints but couldnt get through. I, then stated how can I reach them but Ive been in contact with them to see has anyone contacted them so I could start rental reimbursement because I was paying out of pocket. ***** and ***** just looked at me. Then ***** said hes calling now and you should hear from him before COB. I then went and expressed my concerns with the General Manager about the lack communication and unprofessionalism. He stated he apologize and thought that someone had reached out to me because he did tell me 12pm but they have been in meetings and trying to find resolution of getting the systems working again, as the service technicians were handwriting the tickets. He gave me his number and said that if I had any issues or concerns to reach out. He then stated h*** look into it himself and give me an update. He contacted me the same day and asked if I heard anything about my vehicle after I had left the shop via phone. On July 2 I received a call from ***** (Service Advisor) and was told in order to fix the ac it would be ****** because the warranty company wouldnt cover it. He told me about the diagnostic fee and asked me were the warranty company helping me with my rental? He said that the warranty company paid for the Turbo replacement and my expenses total would be $****** to get my ac done. I approved the work. On July 3, I received a call from **** ********* and everything that ***** and I talked about the day prior he reiterated and I told him I was aware. I approved the work to get my AC fixed for the amount quoted $****** after I hung up the phone with ****. He called back 3 times of which I missed the call because I didnt hear the phone ring. I called back and was told that he just received the paperwork from the technician and that the overall total for repairs on my vehicle would be $1900 + plus the taxes. I, then informed **** how was that so when you just called me and stated that you had received the paperwork from the technician and that my total to get the ac working was $******? He said that he didnt mean to say that and that in order to fix all concerns that again my total expense would be $1900+ plus taxes. I told him to fix whatever the warranty was covering because that amount of money could be used as a down payment toward another vehicle and that this was price goughing at its best. I reached out to the General Manager **** and of course, he didnt try to own his employees mistakes about the price quoting and work with me on getting my vehicle fixed, instead he made excuses and sent over an itemized list of what the insurance wasnt and was covering. My insurance paid this company over $2100 + and I still had to foot a bill of $925.42 a price that wasnt NEVER quoted to me and even in the breakdown of the itemized paperwork that he sent this price isnt listed. The communication between *** Keras Chevrolet, the warranty company and myself lack thereof. Im highly displeased and unsatisfied with the level of service that I received. To be charged that amount of money and still not have my vehicle properly repaired is flabbergasting. However, this is a learning experience to not do business with dealership because they will do everything they can to squeeze money out of you every way they can. At the least I should have only been out of pocket in my opinion for labor not covered over the *** limit of my warranty at $178. *** charged 189 labor per hour. For diagnostic fee, fluids and parts not covered under the warranty. Buyers beware and shoppers looking for a repair shop stay clear of this one.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/06/2024

  The price I had to pay out of pocket wasnt conveyed to me in any in messages or phone calls however I ended up paying $925.42 after the warranty company paid $2100 + and my ac still isnt working.

  Business Response

  Date: 07/06/2024

  We quoted **************** the amount that the warranty company would not cover and that he would be responsible for paying to repair his engine/ turbocharger which he approved and authorized the work. The second price that was quoted, which combined with the first repair totaled over $1,900, was to repair his air conditioning system that his warranty company would not cover. We have no control of what a third-party warranty company will or will not cover. **************** authorized and paid for his engine/ turbocharger repair and that work was completed. If **************** would like us to repair his air conditioner he would need to bring his vehicle back in to our service department and pay for those repairs out of his own pocket as his warranty company will not cover them. As previously stated we strive for complete customer satisfaction and hate to hear that **************** is unhappy with the price of repairs and what his warranty company did not cover but again we have no control of third-party warranty company coverages. If **************** decides to have his air conditioning system repaired we hope that he will give us the opportunity to do so and also service his vehicle in the future.

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21946324
  
  I am rejecting this response because: these people are liars! Again I was quoted one price, twice and that was the $****** to fix the ac because the warranty company paid for the turbocharge per the service hours that the ****************** requested. I was well aware that the warranty didnt cover hoses. However the ****** was quoted to me by both ***** and **** who work in the service department on two occasions and two different dates. Then **** called for the overall total it would be $1900+. Unfortunately nobody stated to me that I had any portion to pay on the Turbo replacement fees as that was covered by the warranty company. Then I get an estimated itemized letter informing me of other fees. If I proceed to get my air conditioner fixed it will not be at this facility or any other *** Keras establishment as they are not upfront and ****** priced! Again Im very dissatisfied and I know that *** Keras management will not try to remedy this problem therefore I count my losses and am done! They owe me money but I ended up paying an excessive amount. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/06/2024

  We completed the repairs that were authorized and approved by **************** on his vehicle. He was informed of the amount that he would owe due to his warranty company not covering the entire amount for the repairs. We have tried to explain to **************** multiple times that the amount he paid was for the portion not covered by his warranty company for his engine/ turbocharger repair, which was completed. He was not charged for nor did he pay for any repairs to his air conditioning system, therefore no repairs were made to his air conditioning system or are owed to ****************.

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21946324
  
  I am rejecting this response because: at the end of day I was overcharged regardless of the work not done on the ** unit. I will continue to share my experience of the shady employees and practices that I experienced while my vehicle was being repaired at *** Keras Chevrolet. I was always told if you want to share something about a business to change practices use words or mouth, so I share my experience. Have a great day! Even if I post the bill after I paid out the numbers dont add up. But hey thats how you do, rob the poor or middle class by double dipping! 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/08/2024

  **************** is correct when he says he was quoted $987 to repair his air conditioning system. **************** was also told a separate price that he would be responsible for paying out of pocket that his warranty company would not pay. **************** paid the amount for the repairs not covered by his warranty company, that is for repairs to his engine/ turbocharger. **************** did not pay the $987 amount that was quoted to repair his air conditioner; therefore, no repairs were completed because we were never paid for those repairs. We have stated this numerous times and do not understand where the confusion is. We have also offered to have **************** come in and we will go over all repairs that were made to his vehicle and his charges line by line and if there is any discrepancy or issue, we will gladly address and if necessary, correct it, but **************** has not accepted this offer. We feel that we have made a good faith effort to address his concerns and try to satisfy **************** as we take pride in providing outstanding customer service.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21946324
  
  I am rejecting this response because: The price I had to pay out of pocket wasnt conveyed to me in any in messages or phone calls however I ended up paying $925.42 after the warranty company paid $2100 + and my ac still isnt working.
   
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/11/2024

  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.

  My new chevrolet truck is using oil at a rapid rate in between oil changes and ************** is aware of the problem. ************** has not provided the correct resolution to my problem which is causing an inconvenience in my schedule. *** Keras is requesting that I bring my truck back to the shop every 500 miles which is unacceptable. I'm receiving little to no help with my issue from *** Keras **************. Attached is the invoice I have from when my issue started on June 21, 2023. *** Keras has not provided a feasible resolution nor have they helped me the 5 times I have visited the establishment to receive help for my oil issue.

  Business Response

  Date: 04/12/2024

  We are sorry to hear of ******************** trouble he is having with his Chevrolet Silverado and are eager to help him resolve the issue. As a Chevrolet dealer, we must follow guidance from ************** regarding mechanical issues and follow the steps that they instruct us to take in the repair process. The reason we are asking ****************** to bring his vehicle in every 500 miles is so that we can check for oil consumption and record and report our findings to **************. **************** states that his desired settlement of this complaint is the repair of his vehicle but to do this he must bring his vehicle into our facility in the prescribed manner so that it can be properly diagnosed and repaired. We apologize for the inconvenience that this may cause but these are the steps to resolving the issue with his vehicle. We strive to provide exceptional service to our customers and hope **************** will continue to come to us for all his vehicle needs.

  Customer Answer

  Date: 04/12/2024

  I would like to close out this complaint again *** Keras. 

  # ********. Thanks for your help 

  Customer Answer

  Date: 04/15/2024

   
  Date Sent: 4/12/2024 3:17:27 PM
  

  I would like to close out this complaint again *** Keras. 

  # ********. Thanks for your help 

  
  

• Initial Complaint

  Date:04/06/2024

  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 have taken my Silverado to the dealership for the 4th time for the same repair. Each time we take the truck, we wait long periods of time to get the issues diagnosed and repaired without benefit of a rental or loaner car until much later in the process. We feel that this vehicle should be covered under the lemon laws and we are asked for help to resolve the matter with *****. Instead, we were directed to the used car team to find out how much we can "get for the truck" to trade it for another vehicle as if the issues with the truck is our fault. When we expressed that we would not walk blindly into a trade knowing we still owed money for the vehicle and would be upside down in the deal, we were told that there was nothing that the sales person can do for us. Mind you, this truck has been into the shop for 4 times since November 2023. We are now very close to the mileage where the warranty may no longer be honored without legal input as we are already hearing the "mileage discussions" even though this matter started at 116K miles which is within limits. We purchased this truck December 2022, but my husband commutes to work daily and we have a child in college out of state who we pick up, drop off in this vehicle throughout the year. No matter how the miles were put on the truck or when, we should not be having these repair issues with this vehicle and that should not be ignored. We fully understand the issue with staffing and with getting parts, etc but this matter should not be ignored. We have issues directly related to the engine/motor that has been persistent with 4 visits. Lemon law should be clear enough on this matter. We want a new truck with a warranty and we want to be reimbursed our deductibles for 3 of the 4 visits as well as rental cars we have had to pay out of pocket. We DO NOT wish to trade with an upside down (owing) balance.

  Business Response

  Date: 04/09/2024

  We are sorry that *************** is having issues with her Chevrolet Silverado. We attempt to give all our customers the fastest service possible but like every other automotive dealership in our area, we currently have a wait time of three to five weeks for service due to the volume of vehicles brought to our service department. We also provide courtesy loaner vehicles for our service customers when their vehicles are in the shop but we have a finite number of courtesy vehicles and can only loan out vehicles when they are available. We did see that ***************** vehicle has been in our service department four times since November. When she brought her vehicle in 02 Nov 2023 the turbocharger was replaced and covered by her extended service contract. The following two visits appear to have been a transmission issue, we replaced the shift position switch the first visit and then replaced the transmission harness and wiring the following visit. We will gladly reimburse *************** for both $100 deductibles for those two visits regarding the transmission issue. We will work diligently to repair her vehicle promptly as it is currently in our shop and the repairs should be covered under her extended service contract. **************** vehicle was well past the manufacturers warranty at the time of her visit on 02 Nov 2023 as she drove ******* miles since her purchase of the vehicle on 23 Dec 2021 and she would need to contact ******************************* at *************** regarding any Lemon Law or Buy Back actions. We strive to provide excellent service to all our customers and hope *************** gives us the opportunity to continue to service her vehicle.

  Customer Answer

  Date: 04/09/2024

  In reading the response from the dealership, I wonder at what point were we supposed to have known that we were "way over" mileage for a repair on any aspect of the vehicle. I specifically asked to meet with the service manager and any other person at the dealership to discuss specifics about what my next steps for reporting the repeated repairs on the vehicle. I was told (we, as my husband is who normally deals with the truck repairs as it is his vehicle) that all of the repairs were related to the same problem from each of the times the truck was worked on including the repair in November. When I dropped the truck off at *** Keras this last time, I specifically asked who I needed to contact outside of the dealership or within the dealership to get someone to review the issues with the truck having had multiple repairs about the same issue. I was directed to sales- first the used car manager, who would not be available for about a week due to pending vacation, and then to ****** and ***********************. Bottomline, I have only had to reach out to BBB and other agencies because I did not get that support and had heard nothing for 2 weeks concerning this issue. To be clear, I only wanted clarity about the next steps. The response from the dealership suggests that we were out of warranty and that we did not attempt to work with the dealership to understand the barriers to repair and rentals/loaner. 

  I have reached out to customer service for ******************** who has started a claim and I have also reached out to consumer affairs for TN and MS. ***** we should leave it there and not worry about a refund of any kind from *** Keras. 

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21539868
  
  I am rejecting this response because I do not want to go on record stating that our vehicle was out of warranty for any of the work. We should have been notified of that at the time of repair. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/09/2024

  When *************** purchased her Silverado it came with the manufacturer's 3 year or ****** mile bumper to bumper warranty as well as a 5 year ****** mile powertrain warranty.  Additionally, *************** also chose to purchase a ******** service contract that extended the coverage to 3 years or ******* miles with a $100 deductible. Therefore as soon as her vehicle exceeded ****** miles the manufacturer's warranty had expired however, the ******** service contract was still in effect until ******* miles.  Therefore when *************** brought her vehicle in to our shop in November '23 for the turbocharger repair the vehicle had ******* miles and thus was covered under the ******** extended service contract.  Both the second and third visits to our facility (January and February '24) were both transmission repairs and the vehicle was still covered by the ******** extended service contract because the miles were at ******* and ******* respectively.  Currently *************** has her vehicle is in our shop because the check engine light has come on the dashboard. The cause for the check engine light is currently being diagnosed however, the vehicle is still under the ******** extended service contract because it has ******* miles and thus this repair should also be covered.  As stated prior we would like to offer *************** a refund for her two previous $100 deductibles. And as stated before any "Lemon Law"  or "Buy Back" action would need to be addressed with ******************************* at **************.

• Initial Complaint

  Date:02/23/2024

  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.

  went to *** keras to look at car seen one of interest test drove and decided this was the one price was good so i agreed did paperwork for $17000 and some left lot a few days later took out paperwork and car is almost $35000 stun how could this be i got played .i paid $650.00 with good credit its some deceitful pratices going on and some conning i have all my paperwork which i am sure doesnt matter because law protects these actions. what i want is justice love the car but dont see paying for it twice. will be seeking legal council ,*******************************

  Business Response

  Date: 02/26/2024

  We are sorry to hear of ************************ less than exceptional experience at *** Keras Chevrolet. We strive for complete satisfaction in every customer interaction. ******************** purchased the vehicle with a sales price of $16,821, what he is not taking into account is the the amount that was added for customer elected optional service contracts and GAP along with fees, *************** which brought the total amount financed to $23,323.95. As for the total amount that he will pay over the 72 month loan term ($34,599.60) that is due the interest paid over the course of the loan. ******************** financed his vehicle for 72 months at an interest rate of *****% which equates to $11,275.65 in interest. This brings the total of payments to $34,599.60. If ******************** has any additional questions or concerns we will be happy to discuss them with him.

• Initial Complaint

  Date:04/23/2023

  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 new 2022 Chevrolet Silverado. Though it was close to closing hours, the salesperson did go over a few of the safety features that the truck was equipped with. When we got to the inside of the vehicle and more specifically to the entertainment dash, he could not link my phone to the ***FI. "My Chevrolet" would not show as an available device. In addition, though the truck came with a trial period of ******, he could not get or link the modem. I own a FOOD TRUCK and both these features are intended to be used during business hours. Again, it was late, and we had little lighting. The inside of the Chevrolet truck does not offer lighting sufficient enough to dig into what may have been the issue. I informed that sales representative, that I would try to figure out the issue to very next day and if I had a problem, I would be in touch. I did in-fact have issues and was told that I could get assistance by pressing the OnStar button and placing a ticket. OnStar and I started about a 30-day journey to troubleshoot the issue. Ticket after ticket was created, but no solution came about. As we neared about the 30 day point, they indicted that I would need to visit a Chevrolet dealership to get it repaired. I had no other option but to say okay and I started with the dealership where I purchased the vehicle, *** Keras Chevrolet. Coincidentally, the dealership called me a day or so later and asked to schedule me for a complimentary service option that they offered to new car buyers. I accepted and set an appointment. When I made it to the appointment, I explained to the service agent my concern. About 40 minutes later, they indicated that my vehicle was ready. The service agent said everything looked fine. I asked about the entertainment console issue, and he explained that he didn't see anything wrong, but that I would need to leave vehicle so that they could look at it closer...I then took car to Sunrise Chevrolet in ************, again, same i

  Business Response

  Date: 05/01/2023

  We are sorry to hear about the issues ************** is having with his **************** As a Chevrolet dealer we make every effort to provide outstanding and prompt service to our service department customers. If ************** would like to bring his vehicle back to our service department we will gladly repair any issues that his vehicle may have and if need be we will have a GM field service technician inspect and troubleshoot it as well. We strive for complete customer satisfaction and hope to get the opportunity to serve ************** in the future with any of his needs for his GM vehicle.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19971836
  
  I am rejecting this response because: *** Keras Chevrolet is attempting to make this about OnStar. OnStar arrested to help as much as they could until they determined that it wasn't an Onstar issue. As my service advisor determined, it's in issue with the entertainment center. I would like it replaced or repaired. Neither the Bluetooth or WiFi (when activated) works.

  I've taken my truck on two separate occasions at the times they requested and when a specialized technician would be there. Yet, I was told that GM knows of issue and that a resolution had not been determined.  If that's thebcase, I would like a replacement. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/10/2023

  It seems the issue needs to be looked at by a GM field engineer or possibly escalated even higher. We strive for complete transparency and customer satisfaction at *** ******************************************* and hate that we can not seem to remedy the situation. In cases like this the last option is to open a case with *************** you can contact them at **************. We will do anything we can to assist in correcting the issue.

  Customer Answer

  Date: 05/14/2023

   
  Complaint: 19971836
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/18/2022

  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 took my vehicle to be repaired because of an Accident. When I got my vehicle back it is peeling paint from my Tail Gate. My Santa ********** was not peeling paint when I took it to them. Now it is peeling paint all the way across the window. They replace my tail gate with an old one. And I want my tail gate to be restored to the way I took it to them. The tail gate that is on my Santa Fe is peeling.

  Business Response

  Date: 07/18/2022

  ************************* brought her vehicle to our collision center after her car accident, and we thank her for her business. The repairs on her vehicle were completed as per her insurance company's approved estimate. The part with the peeling clear coat on ******************** vehicle was not part of the claim that was paid by her insurance company. We replaced her tailgate and were required, by her insurance company, to re-install the same part that had the peeling paint. **************** states that it did not have any clear coat peeling at the time she dropped the vehicle off at our facility when in fact it did have clear coat peeling, I have included pictures of her vehicle that were taken at the time it was left with us. While we would love to repair our customer's vehicles however they would like we can only do what the insurance companies approve. If **************** has an issue with what repairs were allowed and approved she needs to speak with her insurance company. If **************** can get her insurance company to approve any other repairs we will gladly complete them.

• Initial Complaint

  Date:05/18/2022

  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 2/2/2022, I went to this establishment to purchase a vehicle from ***************************** and ***************. I put ***** down cash. On 2/27/2022 I called and set up an appointment to have my vehicle serviced when the check engine light came on and the appointment took place on 3/4/2022 @ 11a. I was told to leave my vehicle but they wouldn't service it until the following weeks. Stating they had to call the warranty company to get verification on fixing the 2011 GMC Terrain. I talk to a mechanic by the name of ***** ( he wouldn't tell me his last name). On 3/9/2022 I received a call saying I never made it to my appointment but that was the same day my drive tags expired and I was there. I explained to the company I was there the day of my appointment only thing that was done was the vehicle was put on a code reader and I was sent on my way afterwards. On 3/19/2022 the vehicle had became non driveable. I called ****** the same day and told him of the situation. He told me that because ***** and *** was not there and it's nothing he could do but he would call back on Monday to give me an update. I called him along with the warranty company called Credit Acceptance and explained everything to them both. The warranty company stated I could take the vehicle to any authorized mechanic shop and have them try to fix the vehicle. 3/22/2022 I found out on my own that the vehicle had a recall. On the other hand as talking to ****** he caught an attitude when I explained everything to him. He told me was tired of me explaining myself and he is tired of explaining himself. I asked to speak to a supervisor over him. He told we will get back with you. Hung up and blocked my number. The warranty company also didn't fix the issue. They told the mechanic shop that they would only buy the part but not pay for the labor. I have been paying on something I can not use. The company still haven't contacted me about how to resolve this or the tags or anything. And my calls are still not going thru.

  Customer Answer

  Date: 05/18/2022

  See Attachment/File: Attachments

  Business Response

  Date: 05/28/2022

  ************** purchased her vehicle from us and unfortunately had trouble with it soon after. We scheduled an appointment to bring her vehicle in to have us look at it to see what the problem was. She brought the vehicle in, we scanned the trouble codes and told her we could not repair her vehicle that day. She did not want to wait for us to fix her vehicle and took it to another repair facility to have the service contract work completed. I am not sure what happened at that repair facility but she then had the vehicle towed to her house. While it was at her house she had someone come to her house to "repair" the vehicle, that person took the engine apart and left it that way. ************** then filed the BBB complaint and I reached out to her to have her bring her vehicle in for us to look at it again. Upon arrival, we saw the engine was torn apart. We informed ************** that the service contact company may not cover the repair since the vehicle was torn apart when it was brought in. I also informed ************** that the dealership would pay for the cost of diagnosing the current issues but if the service contract company does not cover the repair then she would be responsible for paying for any repairs made to the vehicle beyond the initial diagnosis cost. We just recently received ****************** tags and will mount them on her vehicle as it is currently in our service department. We strive for complete customer satisfaction at *** ******************************************* and I feel we are going above and beyond, in this case, trying to help ************** get her vehicle repaired that someone else tore apart in her driveway attempting to repair it.

  Customer Answer

  Date: 05/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I filed my complaint long before this whole action, but was told by the BBB that it was a review and therefore it didn't take much affect and I was advised to redo the whole process.. *********** also stated upon me talking a representative by the name of ************************* that I would not be coming out of pocket for anything. It was told to me that they were told to handle the situation as such. The only part that was not connected was the air filter. The main part of issue that their company did not wanna fix was off in the engine.. Upon the day of my appointment I was told that it was a lot of things wrong with the vehicle. I also was asking questions such as why was I sold a problematic vehicle to begin with. The response was vehicle breakdown we just don't never know when. As stated I understand that but I haven't had the vehicle that long. In all actuality this is unfair and wrong that now I'm being told to pay out of pocket for it... Something that I was already doing because the dealership did not want to take the time to call or figure out the issue when it 1st arose. The dealership also told me it would be weeks before they would do anything and all mechanic shops would tell me the same thing. Once I got the vehicle to pep boys they saw it within two days of them having it. But pep boys were at a lost because of what the dealership and warranty people were telling them. Just as me they too was getting the run around. All the codes that the dealership told me are the exact same ones that had been taken care of along with a new battery. I truly feel that I'm being jerked around at this point and it's unfair. Especially given the fact I'm still paying a note along with the warranty.. I haven't reached the mileage limit and also the expiration date has not approached yet. A company should not tell consumers one thing and then go back on their word or go behind a person back after already speaking with someone telling them something completely different. This is truly how confusion starts. The original portion of this situation was placed on 4/6/2022. Therefore I been stated my issues. The dealership is the one whom is just now trying to do something about it. It doesn't matter if it's a complaint or a review good or bad it all should be taken seriously. If their is anyway to send all copies of the emails to prove it to you. I also went as far to find contacts for the company and emailed them to get help. Yes, all in all the dealership is helping now, but what happened to then. They had the vehicle for almost two weeks and still haven't told me anything outside of the response that was just sent in.

  Customer Answer

  Date: 06/02/2022

  ***Document Attached***
  I have to find the rest of everything that I purchased. And I will send it as soon as it's located.
  See Attachment/File: F118E486-CB5A-4E06-82ED-4D3A80AA4408

  Business Response

  Date: 06/03/2022

  We have ****************** vehicle in our service department and it has been here for about two weeks because as we stated when she originally brought the vehicle in we have a waiting time to repair vehicles due to a high customer volume and shortage of technicians. She has been provided a loaner vehicle by the dealership at no cost to her and has been in the loaner vehicle since her vehicle has been in our service department. If ************* would have left her vehicle with us rather than taking it to another repair facility because she didn't want to wait, we operate our on a first come first served basis, this all could have been avoided. Again I feel we are going above and beyond in this situation by providing a car for her to drive, covering the diagnostic cost, and trying to repair a vehicle that at least two other repair facilities/mechanics have attempted to repair and left the work incomplete.

  Customer Answer

  Date: 06/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate the loaner vehicle. But that wasn't the option when all of this 1st occurred. I was just told to leave the vehicle... no other option was available for me. Again everything came out now, but I have my proof that I sent in.. why wasn't I offered a loaner vehicle then.. i just want my vehicle fixed and my questions answered and if the vehicle can not be fixed then I would like a full refund: my down payment and all my note payments back. Fair is fair? If known the vehicle was problematic I would not have ever gotten it. I wouldn't have to go this far if the company would have took this situation seriously when I brought it in. All while this was happening Im still paying a note and was pushing out gas money to do what I needed to do. I need my vehicle because I have a parent that I take care of and also I have a job that I have to go to.. I have asked several questions and have yet to get any answers. And you can still let customers know what's going on with their vehicle. Also I don't know what the company is trying to pull but when I went and paid my car note it proclaimed to be in past due but I'm ahead on my payment by half a payment. Not once since before this has been taken over thru the BBB I was told my account is past due.. I feel like I'm being bullied in some kinda way to drop all of this. But right is right.. why was I sold a problematic vehicle? How come no options was available then? Why am i getting statements saying that my account is in past due balance and I have been on time and ahead since I got the vehicle? Why wasn't I told about any form of recalls? I just want understanding and not to be bullied upon what's going on?? I provided all the proof on my end on how I tired to solve this situation before it gotten to this point. I came back to the company because I had gotten a previous vehicle from them and never had any issues.. this go around I don't like how I'm being treated as a consumer. Again I fully appreciate the loaner vehicle. I just wish this option was available then and all of this could have been avoided.

  Business Response

  Date: 07/01/2022

  We traded ************** out of the vehicle that she was having mechanical issues with into a different vehicle. The vehicle she has now is nine years newer than her previous vehicle. Before she left the dealership she told us she was very happy and satisfied with what we had done to remedy the situation.