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:09/23/2024

  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.

  Jerry's I took my truck into routine maintenance on August 6th got the truck back and it has a noise coming from the transmission. Took it back and they say it need a $6000 transmission now. It was work great before I took it in to get serviced. Jerry's worked on my truck two different times and my truck was not fixed. The truck ran worse than it did before. Took it back on August 22nd and told them that they truck was running bad and to fix the coolant leak. Got the truck back and the coolant still leaked and now just for the coolant leak they want to charge me another $500. I fixed the coolant leak for $62.00. They are up charging for work they do and not fixing cars right.

  Business Response

  Date: 10/04/2024

  We will not comment on this complaint. 

  The customer stated he was contacting an attorney.  We can not discuss anything about the complaint.

   

   

• Initial Complaint

  Date:10/26/2023

  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 was having an issue with a 2021 Suburban. I visited the dealership and was advised to make an appointment which I did. The earliest appointment was about a week and a half from that date. I arrived at the dealership on the appointed date on Monday, 10/21, at 8:15 AM. I had to rent a car as there were no loaners available. I checked in each day to monitor the progress and was given some obscure answer. Having doubts, on Thursday, 10/25, at 3:45 PM I stopped by the dealership to check status. What I found was my vehicle had remained parked the entire time and had not been checked by anyone. The service writer and the service manager only provided lip service and boilerplate excuses. I took my vehicle and left. Aside from the $220.00 rental car bill, I was left with amazement at a dealership that is so unprofessional that they would permit such an event to occur without even having the courtesy to inform me. If they lacked the technical expertise, as they claimed, why did they set the appointment? Further, if they make an appointment why isn't the vehicle put in the technician's hands at that time? I can only expect their outrage if they were treated this way at their doctor's *******

  Business Response

  Date: 10/26/2023

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

  I am sorry to hear about your experience. The appointment is to have the service write look at the vehicle and determine what department it needs to be dispatched too. There is a limited supply of loaner vehicles. With the vast amount of customers we have the loaner reserve list stays full. You just have to stay on that list and wait your turn for a free one. There are many dealerships that do not provide them at all. I am sorry you feel the Service Manager and Service Writer gave you answers that you were not happy with. Cars are somewhat like doctors as you mentioned. We don't know which will require more time to be diagnosed and fixed than we plan for. We have to stay with that customers vehicle till we fix it and move on to the next in line. I am not sure how i can assist you, but you have my apologies for any inconveniences. 

  Thank you.

  *******************,GM

• 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.

  My son wrecked the car and I was looking for a great body shop to do the repairs. The car is a camaro, and everybody was behind, so I thought the dealership would be the best for the repairs. I found that the **** Smith ***** Body shop is not professional nor competent to do a repair job. *** and ***** would not return a phone call and every call had to be made by my wife or myself. The repair took over 5 months. The service department sends a text message reply but does not complete work the first time. The collision center brought my car to service to have the alignment complete. I am thankful for the Gm app as I could tell the tires where not correct when the work was performed. I had the car state inspection done so I knew all of the safety features where working and completed, and when I picked it up I found the side detection system not ready. Poor communication, poor workmanship, and overall a poor experience. I will not be looking for a ***** product in the future as this experience was so bad.From the ************************ I understand you wrecked and totaled the loaner car we gave you and do not make mention of this. I am sorry you feel the way you do after all that we have done to assist you and offered today. There was a back ordered head light that was not available that you were aware of. No aftermarket makes a Chevrolet Bowtie in it except GM. I understand we are still helping you in the ****************** and you make not mention of this. We still wish you the best.Thank you,******************* General Manager

  Business Response

  Date: 03/14/2023

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

  All  of the work done on your car is at Insurance standards, but if we missed anything we stand behind the repair and paint is limited warranty. The repairs that were pointed out to ***************************, the collision center Manager stated that she could fix them in fifteen minutes. You denied her the time. If you want to another Bodyshop you can. This is your choice. **** Smith will not pay for any of that because its under warranty with us. I can't answer for your ****************** but I an talking to them on our wrecked vehicle you let someone drive that totaled this car. I hope this answers your question on you wanting to take your car to another shop. Feel free at your own cost or at your insurance companies guidance. The offer remains in tack to fix anything to do with the repair or found that was caused in your wreck the insurance company approves.

  Thank you,

  *******************

  General Manager

  Customer Answer

  Date: 03/14/2023

  Complaint: 19590926
  
  I am rejecting this response because:
  
  Chip you where not there and your employees are not telling the truth. ****** told me myself and my wife she wouldnt fix some items. This is the reason the car is not at *********** facility. The fact that ***, *****************, and your state car inspector all drove the car, and others as it had a wheel alignment performed.  Never though the side detection system error message was an issue is no good.  I guess they learn from you. As again, my name is ********************.   So when you spell my name again, be professional and respectful. 
  

  Why bring up the loaner?  The loaner has nothing to do with you and your companies ignorance  

  I have pictures to show every part on the car that has issues  and I will soon have everything documented by a 3rd party source of the incomplete work your shop claimed with State Farm  

  I cannot find 1 panel in the entire car that doesnt have an issue with the paint  the work completed was not even sub par

  again, you will pay to fix the car correctly  

  Regards,

  
  
  ***************************

  Business Response

  Date: 03/15/2023

  We always open to hear any problems that have occurred.I can personally meet with the customer. I am happy to meet with the customer, State Farm, and our ********************************************* Manager. Any repairs there were not addressed we are happy to address them to everyones satisfaction and repair any that were not caught in the pre-delivery inspection. I am not able to provide a loan vehicle because the previous loan vehicle was driven by a person not specified in the loan car agreement. I hope this helps anyone to know that we will address any concerns in ***********. Please let me know when we could meet. My office number is ************.
  

  Regards,
  *******************
  General Manager

• Initial Complaint

  Date:05/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2014 Corvette to **** Smith Chevrolet to get and offer for selling it to the dealership. While completing the appraisal they damaged my front in by running into the curb while parking it. The sales rep lied about doing it but it was obvious due to the paint from the curb being on my car and the paint from my car being on the curbs. The manager "Chip" then promised to take care of the damage in a timely manner and quoted me a week to get the new parts in and replace them on the car. Over a month later I had no word from them and contacted them to see about the status. Chip stated they were still waiting on parts so I asked if they could negotiate better and just buy the car so we all could be done with it. They agreed and I took the car back up to the dealership and signed all the required paperwork including signing the title over to them. The next day Chip called and said he cancelled the check they wrote me because they did not realize the car had performance modifications and did not have catalytic converters. They told me I had to come pick up the car. Them canceling the check was fraudulent and the sale was as is. I spoke in detail about the cars modifications to multiple people and they never asked anything about the catalytic converters at all, nor did I know they were required. They should not be able to take possession of a vehicle and also cancel payment for it.

  Business Response

  Date: 05/26/2022

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

  
  Thank you for letting us know your concerns. The damage to the front splitter was acknowledged and addressed to you by myself the day it occurred. We used the same vendor you purchased it before and even the same person you gave me to talk to. Our conversations were documented on keeping you informed. You had called me and I have called you. What we have been told by the vendor has been related to you. As you said its This happened the same way when you purchased it.  We also supplied you the tracking number to follow the delivery.
  In relation to your other comments, you offered this vehicle for sale to us and This ***** Law reads:

  
  PART 1  **************** ON ENVIRONMENTAL QUALITY
  CHAPTER 114     CONTROL OF AIR POLLUTION FROM MOTOR VEHICLES
  SUBCHAPTER B  MOTOR VEHICLE ANTI-TAMPERING REQUIREMENTS
  RULE 114.20     Maintenance and Operation of Air ***************** Systems or Devices Used to Control Emissions from Motor Vehicles
  
  
  (e) No person may sell, offer for sale, or use any system or device which circumvents or alters any system, device, engine, or any part thereof, installed by a vehicle manufacturer to comply with the ************* Vehicle Control Program during actual in-use operation of a motor vehicle on ***** roadways. A notice of the prohibitions and requirements of this subsection shall be displayed at all motor vehicle parts, supply, repair, alternative fuel conversion, or other vehicle service facilities in ***** which sell, offer for sale, install, or offer to install any vehicle emission control, exhaust system or device, aftermarket alternative fuel conversion, or engine. The notice shall be displayed in a prominent and conspicuous location near each consumer entrance way and service counter. The notice shall read: "State law prohibits any person from selling, offering for sale, or using any system or device for the purpose of circumventing the emission control device on a vehicle or vehicle engine. State law also prohibits any person from removing or disconnecting any part of the emission control system of a motor vehicle, except to install replacement parts which are equally effective in reducing emissions. Violators are subject to penalties under the **** of up to $25,000 per violation.
  We have four signs displayed in the Pre-owned Department advising customers of this Law.
  It all stops with the offer to sell. We had good faith that the vehicle was road worthy when you drove it here. In no way would we offer to sell your vehicle to a consumer.
  We are able to substantiate these claims if needed. You can contact the ************************ or TECQ at ************ and ************ to verify that your vehicle can not be offered to sell or operate on the roadway. This is up to a $25,000 per violation if you do so. We will not participate in your vehicle purchase. The check as you stated was cancelled upon discovery of your vehicle missing the required emission systems. You were notified right after the cancellation of the check.
  Please note that you were never given a **** Smith Chevrolet **** of Sale. You were provided an Internal check request verification and Payoff difference responsibility. We have provided you a copy of this.
  There is no denial of the responsibility of replacing the splitter in which you are aware of the circumstances of the replacement. The new ordered splitter came in and upon inspection the splitter was discovered damaged. The company where we used your vendor has acknowledged responsibility. They are shipping a new splitter and label to send back the damaged splitter sent to us.
  There is a denial to your request presented in the Desired Settlement explanation of the BBB.
  Regards,
  *******************
  General Manager

  Customer Answer

  Date: 06/09/2022

  Complaint: 17252796
  
  I am rejecting this response because:

  We did have a contract for the vehicle purchase thus why we both signed the vehicle purchase agreement along with you providing me with the check which is a promissory note of payment.  You have the burden of due diligence as the buyer and you were negligent in inspecting the car, just as you were negligent in handling my car when it was damaged.  You have different laws and responsibilities as a dealer in the sales of vehicles I in no way have broken the law, you have.  Contract law is simple and this is a clear violation of our contract agreement. Attached is the evidence of our contract.

  
  Regards,
  
  ***********************

  Business Response

  Date: 06/15/2022

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

  As Previous stated the reasons for the complaint. The ******************** of the ***** DMV has contacted ** with no further action on your complaint. Your vehicle as stated is here for you to pickup the new *** tracking on your splitter is 1ZX355644295273835. It will be installed upon arrival. You can get your car before or after the installation.

  Thank you,

  *******************

  General Manager

  Customer Answer

  Date: 06/21/2022

  Complaint: 17252796
  
  I am rejecting this response because:

  We had a contract. 

  
  Regards,
  
  ***********************