ComplaintsforJupiter Chevrolet LP

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/11, I called OnStar as my Telemetry module stopped working. OnStar tech ran a diagnosis on the system and said that it was bad, gave me a ticket number, and told me to go to a dealership for service. I have been using Jupiter Chevrolet for other service needs as they came from word of mouth. I went into the dealership on 2/12. The tech said it would take five days for them to run tests, but told me that when I pulled in, they already knew what was going on then when they plugged in the *** reader and pulled the codes.I brought back my vehicle that Friday- 2/15 for the service, I was out of a vehicle for 5 days, not including the weekend. Finally, after a few unpleasant phone calls with an incompetent service writer *****************************, who set my (the customer's) Expectations of time, started Gaslighting me, saying he never said anything like that a few different times during the phone calls. Finally got my vehicle back. Late on a Thursday afternoon, and was told they would need to order parts. No problem as I knew the Module was back-ordered.I was talking with the service manager *************************** after my incompetent service writer ***************************** complained and said the part should be there on Wednesday 2/21 and he would call and let me know, guess what- no call. During that conversation with the service manager ***************************, I had asked if I could wait for my vehicle and I was told that the repair would take 4-5 hours, but was okay to wait.When the part finally came in on 3/4, no call from the service manager ***************************, as he said he would do, instead some girl called and told me the part was in. I had asked her the same question, can I wait for my vehicle, she said No, that I would need to drop it off again, and this was after the service manager *************************** said I could. Even after I told her what the service manager *************************** said, she said no, *************************** never said that. Again, it seems like the gaslighting runs deep in this dealership, she even called me back a 2x and told me that the service manager *************************** never said that as she went and talked to him about it.I have made calls, and email with no response, my last call to the dealership was on 3/7, talked with another service writer (not sure of the name) who said after 10 minutes on hold that the service manager *************************** would call me back, nope, never happened. All of this time, my vehicle is broken, I have a check engine light on, features that worked when I took my vehicle to them, but now don't work. I am not getting any calls back to schedule a time for service, no email responses.

  Business response

  03/25/2024

  To BBB and **************. First we do apologize for the communication gap -not sure why this has been so difficult to complete this install but I do know that ***** has tried numerous attempts to reach out to ************** to come get the part installed. We have personally discussed this case. We have had the part now for some time and we'd love to get this completed for **************. Resolution is very simple and easy, lets set up a time to come get it completed. Thank you Kindly, ***********************, General Manager Jupiter Chevrolet

  Customer response

  03/26/2024

  I am rejecting this response because:  

  Thier stattement is far from the truth, I have NOT received any communications from anyone at Jupiter Chevrolet. The last call I have received was on March 7th, 2023 and that call did not go so well.

  another issue is the amount of time this repair will take..  last I heard I will need to drop off my vehicle for a week again.. 

   

  *****************;

  Business response

  03/26/2024

  ************** I was personally in ****** office yesterday where he called and left you a voice mail- we have done so many times so unless we have the wrong number on file, or its changed, my statement is absolutely true.

  
  In regards timing, We have loaner vehicles to offer while your vehicle is being fixed however, we are very busy and yes things take time. We have a lot of people in line waiting for their vehicles to be fixed and its not fair to them to push them aside to for another guest. We can schedule a day to come and fix your concern as this was intention from the start, hence why we have the part just sitting in ****** office ready to be installed. Let me know what day, and Ill schedule it from here. 

  Customer response

  03/26/2024

  I am rejecting this response because:   Sorry Sir, i Have NO Records of anyone calling yesterday 3/25/2024 from Jupiter Chevrolet. I will save the call log for you if you wish. 

  The last time i was in the dealership i was told i don't qualify for a loaner because i did not buy my truck at Jupiter Chevrolet. i understand about being short handed as ********* had said, but 5 days for diagnostics without a loaner, specially after he told me the diagnostics was completed at the time of check in. i have no problems with dropping the truck off in the afternoon, and pick it up the next day in the afternoon, i can do it on Thursday 3/28/2024 or sometime next week, whatever is easier for you and your team. 

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  i purchased a 2017 ford f 150 from ****** ******* at jupiter chevrolet in garland tx. upon leaving with the truck i noticed loud clanking noise when i got on the highway. i called immediately and took it back to so the service department could look at it. ****** drove with a mechanic in the parking lot and came back and told me they didn't hear anything and it might be the turbo and told me to bring it back when my warranty kicks in and it will get fixed. and that he would take care of it , loaner vehicle , and deductible, and any scheduling. well i tried and touching base with him multiple times and it was never easy to get a response. i would just check in with him once or twice a week trying to make sure he was gonna do what he said and he agreed multiple times he would. well monday 12/19/2022 was the day we was gonna do it. i sent him a text saying i'm on my way. when i got there i was told that i have to take the truck to ford dealership. ****** said he talked to them. well no one had any knowledge of me or my truck and was told thay it would take 3 or 4 days to do diagnostics and they didn't have a loaner and that i wouldn't be able to get one until they finished. this is the reason i sent ****** multiple texts asking him to do this bc i have to have a vehicle for my job and family. i went back to jupiter chevrolet and ****** acted surprised they had told me all that and said let his shop do a diagnostics. well that never happened either because he then told me that his boss knows someone at town east ford and. that they were calling him and setting stuff up. well i called text ****** at 6 pm and nothing had been done; he simply acted like it's nothing and told me it will be handled today. which i very seriously doubt

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2022/12/30) */ Case should be resolved. Vehicle at Ford store getting warranty work completed. Consumer Response /* (2000, 7, 2023/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Consumer Response /* (3000, 13, 2023/01/14) */ So jeremy garnett from jupiter chevrolet acted as if i was getting taken care of but the only reason i was taken care of was because of my complaint to BBB and talking to his boss about the whole situation. so yes they gave me a loaner and got my truck to the ford dealership. what they failed to do is tell the people at ford what i have been telling ****** from day one was wrong with the truck and that it only makes the noise like something is falling apart when u get up to about 50 mph on the highway. so not knowing this the guys at ford inspected it and found things wrong that should have been caught if jupiter chevrolets mechanics had actuall inspected it like they said and drove it in the parking lot and thought they had fixed it BECAUSE ****** ******* FAILED TO TELL THEM THAT THEY MUST DRIVE THE TRUCK ON THE HIGHWAY AROUND 50 mph to hear the noise. So the whole reason i even took my truck to get fixed was not even acknowledged. so i call ****** and he is trying to put it all on ford saying just take it to them they can give u a loaner which is a lie because i talked to ford and they said i have to leave my car over night. well that means i can't get to work because i work nights.this isn't fords fault this is jupiter chevrolets fault for selling me this truck messed up. i need jupiter chevrolet to figure out another way for me to get a loaner while ford diagnoses my truck. please help me again because i can't get no where talking to ****** all he does is feed me b.s. and try to pass ** off to someone else.. thanks

• Initial Complaint

  09/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is about the online parts division of Jupiter called World Parts Direct. When I placed the original order, I was given misinformation by the sales rep on the phone. I asked to purchase the product ONLY IF IT WAS IN STOCK AND COULD BE SHIPPED WITHIN A FEW DAYS. They assured me that was the case. I order the part on July 26th and my Debit card was charged. After a week of not hearing about the part being shipped, I called and spoke to a rep. He could not say what happened with my order but assured me the part would ship within another two business days. Again, another week passed *** no shipped order. I called multiple times over multiple days and never was able to get through to anyone on the phone. At the end of the second week, I sent an email asking to CANCEL the order if it has not shipped already. I started thinking "Scam" since I never ordered from them before this time and now I cannot even get through to them. So, I went to my bank and report this as Fraud and my bank changed the report to "Merchant Dispute". Since I never received the product at this point and did not receive a notice that it shipped and sent an email asking to cancel the order, I assumed the order was cancelled. Instead, World Parts Direct shipped me the item on August 12th. Since I was away on vacation, and not getting email as well, I not only had no idea that the part was at my house the following week but I had no idea that WPD actually shipped the item to me. I had a nice phone call with Brandon Ruffin, Operations Director at WPD, in late August. He said that I could either keep the part and he would issue a $50 credit or I could send the part back. I decided to keep the part so I called Brandon on August 30th and told him. On this call, he asked for a letter from my bank stating the "merchant dispute" case was closed and he promised that then he would issue the credit. I send him the letter from my bank on September 7th and he still has not issued the credit!

  Business response

  01/04/2023

  Business Response /* (1000, 9, 2022/10/26) */ Good morning, We apologize for any dissatisfaction with your experience. Your order shipped as soon as it arrived to us from the manufacturer. GM, like many companies, has experienced setbacks within their supply chain. Regarding our response times, one of our team members, who primarily handles the communication on this website, passed away right before your order. This was a big blow to us, as he was a dear friend, and it also temporarily contributed to a lengthened email response time. We have since brought on additional personnel to address this issue. Our banking institution shows the chargeback was not filed until several days after the product was delivered. That being said, we did agree to discount the order once the chargeback was cancelled, and we appreciate you retracting that case. The issue was that the funds were not returned to us until 9/27. You filed this BBB case on 9/18, which was before the reversed funds were returned to us. We did our best to explain on 9/15 that we cannot discount a payment that we don't have, but we promised to provide that once we had received the initial order payment back. Now that we have finally received the initial funds back per your cancelled reversal, we have issued the promised discount. This should appear on your card or bank statment within 1-2 business days. This should resolve the situation, and we believe this should make it is clear that we will always work to ensure all of our customers are treated fairly, and that we uphold our word as we did here. Thank you for your business and have a wonderful day. Consumer Response /* (2000, 11, 2022/10/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) This has been a long and drawn out process for me. The business has finally sent me the credit that they promised seven weeks after they said they would and only after I went through the BBB. I only placed the order, to begin with, after speaking to them on the phone and confirming the product was in stock and would ship to me within two days. So, supply chain issues are irrelevant here! After apologizing for the long delay, he manager agreed to send me the credit if I accepted the item and showed proof from my bank, which I did on 9/7. He then changed his mind. He states in the reply here at the BBB that he received notice of returned funds to him on 9/27 yet still did not issue my credit till 4 weeks later.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Silverado with less than 50k miles dated January 2022. On the date of purchase i observed a sound coming from the front under carriage and immediately told Anthony(car dealer) about it. With so little mileage on the truck i inquired as to if there was any mechanical issues associated with the truck other than the sound coming from it. i was reassured that Jupiter Chevrolet does a rigorous inspection by qualified mechanics before any vehicle is soldz. I was also told to bring the vwehicle in and they would check the above mentioned sound. The sound was also noticed by an employee there(I have his info) and he also recommended making them address it. I brought the truck back in less than 3 days later and was told all was fine and if anything relating to this happens, just bring it back in and since it was already documented it wouldn't be a problem. on 3/25 the sound was back and now the truck is inoperable. I called the dealership and expected things to be handled but was told i was stuck with the truck and i could bring it up there for repairs that i would have to pay for since i purchased the vehicle in January this year. i am a disabled veteran and utilized funds from my navy credit union to purchase this vehicle i no longer can drive. I must also mention that the a/c was also inoperable due to a bad condenser(i am told). I only want this dealership to honor their "promise" and provide a vehicle that is operable. I spent $41k for this vehicle that they knew(qualified mechanics) had issues and did not disclose anything.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/08) */ We sold Mr. ****** this vehicle back in January 2022 with no problems and a clean vehicle inspection and has since put almost 8,000 miles on this vehicle since the time of purchase. Being a 2014, this vehicle was unfortunately out of manufacturer warranty and every one our customers is presented with the opportunity to buy an extended warranty for situations like these. Vehicles are purely mechanical and anything can happen at any time which is why we encourage the purchase of added vehicle protection at the time of sale. We have since spoke with Mr. ****** and we were told that the vehicle was driven in Auto 4WD the entire time he was driving the vehicle contributing greatly to the mechanical failure but we have still offered to help with the 4WD repair and the Tow Bill at no cost to him. The other items unfortunately are at the responsibility of the customer.

*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. ↩