ComplaintsforFriendly Chevrolet LTD

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2017 Chevy Camaro that has been in their service department for the past 2 and a halve months. The service the car requires is covered by the car guarantee and I feel like that's why they are not prioritizing fixing my car compared to the ones been fixed that do not involve the guarantee.They don't give me any updates on the car they will not give me a date for when the car will be ready. They rarely answer my calls. And when they do answer they lie to me about the status of my car. One day telling me is already at the mechanics stall and they working on it the next day I call a different person will answer (if they even answer) telling me the mechanic hasn't been in for the past few days. When I go in person they give me the run around and won't even allow me to see my own car. I'm just going crazy with this I feel so helpless I have no idea for how much longer they plan on keeping my car. A car that i need to go to work and move around. Please help me

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/06/27) */ Mrs. ***** picked up her completed vehicle last week. Consumer Response /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The car was supposedly ready last Wednesday. As soon as we brought it home the check engine light came on and we had to take it back to friendly Chevrolet to get it diagnosed again. Now it's back at their service department awaiting service. �� Business Response /* (4000, 9, 2022/06/29) */ This vehicle is actually owned by a Carlos Tabra. When Mrs. ***** originally brought the vehicle in, it had an engine noise that we diagnosed as an issue with internal parts of the engine. We ordered parts which took quite a while to arrive but when they did we repaired the vehicle very quickly and Mrs. ***** picked up the vehicle with no trouble lights coming on. Evidently, a day or two later Mrs. ***** got another light which referred to a different component of the engine. We have ordered the fuel pump that has faulted. We should have the vehicle ready for her on Friday, July 1st. Consumer Response /* (2000, 11, 2022/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The car is under my husband Carlos and my name but the car is mine. And they did have it ready Friday like they said I just hate how they have no customer service skills at all they never ever update us on anything about the car parts they'll need or when they order them nothing at all ever. But hopefully I never have to deal with them again horrible service.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/24/2022 I dropped my car off for service at Friendly Chevrolet. I always go to friendly. My check engine light was on and I wanted the dealership to fix it. Before we took the car to the dealership we put our car code reader machine on our 2016 Chevrolet Tahoe. It gave us codes for the oil pump, actually it was a solenoid part of the pump. We also had a professional friend of the family bring his professional car code reader over and double check. His reader gave the same car codes. When we went to friendly we knew exactly what they should and should not replace. My service advisor was horrible with status updates. I did not get a update on my car until 5/25/2022 at 1:00pm after I Initiated the call. At that point in time he told me the whole oil pump was bad and needed to be replaced. He also said that all my fuel injectors needed to be replaced. He said if I could not afford to fix it I should trade it in. He has a buddy in sales by the way .If all of my fuel injectors would have needed to be replaced since that is major part of the engine a code would have popped up. The only person to get that code is Friendly Chevrolet behind closed garage doors. I was never invited in to see the car read out those codes other than a paper print out that shows no relation to my car. I had to rent a car for a week because they have not had loaner cars for almost a year now. I was with out a car for two weeks including weekends. On 6/2/2022 I demanded answers and my car. For one day they stopped dodging my phone calls and the service advisors manager called my husband. He Stated he would take 500 dollars off of my bill for the car rental. I Missed work because they promised dates my car would be ready and it was not. On 6/3/2022 I picked up my car from the dealership and paid 1725.10. They threw me the keys i had to walk across the parking lot only to find the check engine light on. The new code is CAMSHAFT only . still with out a car. My car will not drive.

  Business response

  08/24/2022

  Business Response /* (1000, 9, 2022/07/04) */ When they dropped the vehicle off, we let them know that it would be roughly 48 hours for diagnosis. When the vehicle was diagnosed, we recommended fuel injectors, oil pump, and vacuum pump as that is what the codes were for and diagnosis revealed. The customer declined the injectors and stated that they would bring the vehicle back to get the injectors done. We notified the customer that the oil pump was on backorder and we could not get an ETA as we could not locate one. We finally located one and was able to get it on 05/31/2022. Once we received the parts I notified the customer and let them know that we would discount the ticket due to the part delay and we apologized for the inconvenience. They were extremely happy with that and thanked me for my help. We completed that vehicle in two days after parts were received and they picked the vehicle up on 06/03/2022. When they picked the vehicle up, everything went well and the vehicle was pulled up on the drive and the delivery was made by Ivan at the concierge desk. Caleb D*****, the drie manager was also there and shook her husbands hand and apologized for the delay again when they picked up. Ivan informed them that if the check engine light was to come back on, that it very well could be the same injector code that was present when it was brought in but to bring it back so we could look at it for them. We did not have a code for the camshaft. We will endeavor to get Mrs. ********'s Tahoe repaired and returned to her as soon as possible and we will call her to discuss options on Tuesday, July 5th. Consumer Response /* (3000, 16, 2022/07/19) */ ***Document Attached*** After we agreed to a set price on my car I received this email. Business Response /* (4000, 18, 2022/07/21) */ This notice was sent out to Mrs ******** in error. Her repairs are billed at the previous Labor Rate. This was our mistake and we talked to her as soon as we realized it. Consumer Response /* (2000, 20, 2022/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The car has been repaired to our satisfaction. Thanks for your attention to this matter.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 26, 2021 I purchased a 2021 Chevrolet Silverado Trail Boss from Friendly Chevrolet in Dallas, TX. I had been quoted a sale price of $50,769.38 by salesman Antonio Wilson ( I have attached the document to this complaint). I was quoted a monthly payment of $948.85 by the finance representative. Without my knowledge or even a discussion, he dropped the interest rate and added over $9500.00 of additional warranties to the transaction which ultimately raised the price of the vehicle (with warranties) to $61,598.00. This kept the payment the same so I did not catch the addition of the warranties. When I finally caught the discrepancy, I visited the dealership on February 28th and met with salesman Antonio Wilson. He went back to the finance department and said that the refund would be issued and paid to GM Financial in approximately 6 weeks.(I have attached the document I was given). The week of April 4th I tried to follow up with the finance department and left multiple messages as no one would answer their phone. I finally got through to Brittany in the Accounting department who informed me that nothing had been turned into Accounting and my refund had not been processed. She was very helpful and did get a refund sent to GM Financial in the next couple of weeks. However, the refund was for only $6436.70, almost $4000.00 less than what I paid for the warranties which were added without discussion or my knowledge. I reached back out to Brittanny in Accounting for an explanation of the difference but did not get an answer. I have also emailed Sales Manager Tommy Gallatin, General Manager Derek Mills and even President **** ******. None have responded to me, I have included the email chain to this complaint. I would like a refund for the entire difference of the already returned $6436.70 as I did not request the warranties and they were added without my knowledge or discussion. I have made every attempt to work this out with Friendly to no avail.

  Business response

  06/29/2022

  Business Response /* (1000, 7, 2022/05/28) */ Refunds totaling $9265.70 were issued to GM Financial on behalf of Mikael *******. On April 23, 2022 in the amount of $6346.70 and then the second one in the amount of $2919.00 on May 9, 2022. This is the total amount of the products that Mr. ******* requested be taken off of his finance contract. Consumer Response /* (2000, 9, 2022/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) .

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 21st thru March 3rd. Amount paid: $1161.61 (not including rental car expenses) Brought my car in for a repair and it was hit by another car in their shop causing body damage. They didn't admit to the damage at first, I had to tell them about it. Their customer service is very bad, I had to call the manager dozens of times to get him on the phone for a status update. I made many, many wasted trips to the dealership because of the damage to my car, to get a rental car and when they did say my car was repaired and ready for pick up, it wasn't. I had to keep coming back until it was ready. The workmanship from their collision center was very poor. Bad fender / door gap so I couldn't pick up my car, then bad fender / hood gap so I couldn't pick up my car, a mounting bracket was still bent, bolts were missing from the firewall, a new wind noise around the drivers window from their repair. Every step along this whole process they have done everything wrong and wasted a tremendous amount of their customer's (i.e. me) time. The business has not done anything to date to resolve my problem. Desired resolution is a refund for the cost of the original repair: $1161.61. I would include the rental car expenses (gas, toll fees, deposit) but I do not have receipts for those at the moment.

  Business response

  05/17/2022

  Business Response /* (1000, 7, 2022/04/13) */ We have tried to contact the customer several times by phone with no success yet to try to negotiate a settlement. Consumer Response /* (2000, 9, 2022/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The service manager and I had a good phone conversation where I was able to explain my side of the story and voice my concerns about the work done on my car and how I was handled as a customer. We came to an agreed upon settlement that was fair for both parties. I am happy with how the service manager resolved the issues and I feel the case is now closed.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership is using deceptive pricing practices, and is forcing buyers to take "add-ons" that the dealer puts onto a vehicle after it is built by the manufacturer (and they refuse to not add these on!). These add-ons were never mentioned until I basically demanded a straight answer after weeks of back & forth via email and phone with multiple salespeople. They would have taken and then kept my $500 deposit if I refused to let them add on 'seat protection' and 'additional window tint' because deposit to build/order is not refundable (is applied to purchase), but they would not have delivered it to me if I had refused to pay for the unmentioned extras that the dealer itself is putting on AFTER the build. I only found out because I was persistent and would not give them my money without clear answers to the very basic questions I kept asking. They even refused to not spray the seats when I reminded them I was going to buy seat covers from their accessories dept.! It is not right that a dealer can force after-market 'options' onto a buyer if they tell them in advance (I am ordering a car built to my specs from the factory, not off the lot, so there is absolutely no reason to insist these add-ons be completed). So the complaint is two-fold: they are not upfront about $, and they are forcing the purchase of $997 worth of unwanted, unneeded stuff. They repeatedly said cost is MSRP, but neglected to mention they have 'mandatory dealer add-ons' (even though I kept asking).. After finally getting the information that they were jacking up the price I tried to get them to not behave this way (at first they would not even say what the almost grand increase $ was for). I got nowhere. I told the sales manager it was B.S. that they "had to" put these on, and he simply hung up on me. The owner did not respond. GM/Chevy says there is nothing they can do about a dealer doing this. So I just want to warn other people who may consider buying a new car from these people - beware.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/21) */ Mrs. ******** is interested in ordering a Trax. Yes, we CAN order her a Trax! The package that she illudes to is a valuable package but if Mrs Carderon is not interested in having this package on her Trax then we can surely remove it from her purchase price. The Concierge + package that comes with all of our New and Used vehicles as a complimentary package is still part of all Retail New and Used Vehicle purchases from Friendly Chevrolet. The cost of this extraordinary package has NO cost to our customers. Mrs. ******** has not responded to our most recent attempts to discuss this but if she is interested in ordering a Trax or purchasing one that we have in stock, we are more than happy to assist her with either option. Again to clarify, if Mrs ******** does not want the value of the package that we put on our vehicles then we will NOT charge her for these items.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Jan. 31, we purchased a vehicle supposedly in transit from Friendly Chevrolet. After repeatedly being told the vehicle was arriving, and specifically being told before the end of Feb. (told and retold multiple times by sales rep), on Feb. 28, we were told the reason for the delay was that the vehicle was damaged in transit and returned to factory. We asked to cancel the sale/contract, which the dealership agreed to do. We only needed to get our title and $3,000 down payment. The dealership reps were non committal, but on 3-3-22, Jose (sales rep) told us they could not mail title and check, but that we could come to the dealership today (3-4-22) to get them. This morning, he confirmed that if my wife came in, she could get the title and check. We asked if we could have the title and check mailed to avoid having to drive out there, and were told they could not mail them, that someone had to come in person. My wife went to the dealership today, arriving about 12. They were able to quickly get her the title, but repeatedly told her to wait for the check. Finally at almost 1:00, she was told there was no one who could write the check, and she was told someone would bring a check Monday. Alex, some mgr level person, told her he "guaranteed" that they would bring a check Monday, but would not give us anything in writing stating they still owed us the $3,000. He also would not give us anything in writing showing the contract is voided.

  Business response

  04/06/2022

  Business Response /* (1000, 6, 2022/03/18) */ We have hand delivered the 3,000 back to the customer. Consumer Response /* (2000, 8, 2022/03/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) While we agree the matter is resolved, we want to make sure anyone reading about this dispute is able to see that the business told us on a Thursday to come the next day, had us at the dealership for two hours before finally telling us they would not write a check that day, the floor manager "guaranteed" that they would bring the check Monday or Tuesday at the latest, and then did not do so until Wednesday.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to speak to someone other than Mark P**** or Jim S***** in regards to an incident that occurred on 2/5/22. We had Our financing company on the phone while Mark P**** and later Jim S***** were attempting to charge us more for a vehicle we tried to purchase there when our financier and the dealership agreed to a number around 42K. When we asked to have the GAP and warranties removed, Mark became extremely agitated and began slamming things on his desk, slamming his keyboard, and raising his voice at my mother, at which I had to intervene. Jim s***** then entered the room and tried to press me asking what my problem was when In fact it was his salesman that was in the wrong and I was just protecting my mother. When Jim S***** presented the numbers to us, he failed to articulate the selling price to us, and was demanding that if we were to continue with the sale that we had to put more money down. At that point our financier spoke with us on the phone and informed us to go ahead and leave because what Jim S***** and Mark P**** we're trying to do was fraudulent and when Jim ***** that he became agitated and made the remark, "well now I'm upset" I believe this dealership was trying to scam us or commit some form of fraud. I'd like to know what In the world happened on that day, and why both of those individuals lied to our faces, and became angry when caught in those lies. Thank you. ************

  Business response

  03/23/2022

  Business Response /* (1000, 7, 2022/02/28) */ The ******'s had an auto navigator/ pre-approval from Capital One Auto. It was submitted with a sales price of $44,832. Capital One decisioned the deal and reduced the selling price to $42,160. MR. S***** (Finance Director)contacted our buyer from Capital One and she advised Mr. S***** that the client would need to put down $2,622 to complete the transaction. The miscommunication was initiated from Capital One and their customer service department. When we advised the customer about her approval status with Capital One, she disputed Mark and me and contacted customer service. Customer service advised her that we sent over a selling price of $42,160 and the final amount finance being $43,617. Those figures were entirely in-correct, and my buyer and Capital One rep agreed that customer service was completely misinformed. The main reason why got involvd was to cool down the frustration between Mark and the client's son. We were so far off a deal, I just wanted to explain to the customer in more detail of the term and conditions of their auto navigator approval. The clients were upset the entire time I spoke with them and didn't give me a true opportunity resolve their matter.

• Initial Complaint

  01/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 ****** from friendly chevrolet of texas. I purchased the car with cash After shipping when i received the car and got it home i washed the vehicle and saw a bunch of damage to the right side of the vehicle. This damage was only marked in one spot on the passenger side behind the front wheel as broken , The damage actually not only broke the the piece that was identified it puckered the quarter panel from getting hit from below(such as a curb) and the damage continued all the way to the rear tire. And when i made the deal to purchase the car the odometer read ( 25104 And when i received it the odometer read. ( 25818 The car was transfered in a closed vehicle transport .the damage obviously was not from the transport company. I have emailed the car dealership at least 10 times about this issue and they still have not addressed the issue and given me an answer.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dealership did work on my truck in Oct 2021under warranty. Didn't have loaner vehicle, I got a rental from avis using my personal money. Dealership told me I will be reimbursed from GM. I called and email Dealership for Caleb D***** who over Service Department about my reimbursement he does not return email or phone call. I place $1581 on my CC and I need my money to pay my bill.

  Business response

  02/16/2022

  Business Response /* (1000, 7, 2021/12/31) */ We contacted our GM Service Representative and we got him to increase the standard rental reimbursement amount to 75.00 per day. As soon as we received the funds we will forward them to Mr. *******. Consumer Response /* (3000, 9, 2022/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the check today and it's for $975. My total bill came up to $1675. I had the rental 3 week est 21 days. $75 X 21 = 1575. I am still short $600 I need my additional $600 Business Response /* (4000, 11, 2022/01/10) */ The 975.00 that was given by GM was all we could get them to pay. We suggest that Mr. ******* call Chevrolet directly and see if they will respond differently to him.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/10, I had my car towed to this dealership because my 2017 Trax stopped moving. I got an alert that there was an issue with the StabiliTrak, Power Steering and Engine. After servicing my vehicle, they told me everything was fixed and I was good to go. On 9/21 my car stopped in the middle of driving it with my grandma and aunt in the car with me. We were almost hit by a car due to it stopping. Unfortunately, the same issue occurred. I had to pay to get my car towed to the same dealership. At this point, I reached out to Chevrolet via Twitter for help. They told me they would assist and helping me get this solved. After waiting over a week for an update, constantly calling with no response, I finally get word that the car is ready for pick up. I picked my car up on 10/1 and about two weeks later, the car started acting weird again. I didn't think too much into it since the car was just fixed. The screen would freeze and the wheel would tighten. A week later, on 10/26, the car stopped again. I notified Chevrolet again via Twitter. I sent photos and videos from the week prior showing them what was going on. They told me on 10/28 they will reach out to Friendly Chevrolet. On 11/1, they said "I just wanted to touch base with you. I tried following up with Friendly Chevrolet again this morning. However, I was informed that their systems are currently down and they will reach out to me with more information whenever they are able to take a closer look at your history". What a coincidence for their systems to be down, right? On 11/7, they told me they were still waiting to hear from FC. Today, 11/9, I get a call from Friendly Chevrolet's service advisor, Theresa. She tells me I need to bring my car to the dealership. I told her the car will not move. She told me to pay for a tow truck. I'm expected to pay for another tow truck to the same dealership, that keeps sending my car back, when the issue clearly isn't fixed. The car is defective. I don't want it. Not safe!!!

  Business response

  01/21/2022

  Business Response /* (1000, 7, 2021/11/25) */ We Will be reaching out to Mr. ********* after Thanksgiving to see how we can once and for all resolve his issues.

*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. ↩