ComplaintsforCharles Clark Chevrolet Company

• Initial Complaint

  11/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I just spent 2 hrs with Fred. Fred is a good guy . I told him I would take the truck today I just did not want any of the accessories. Leah said they could not remove them. I asked why and she replied that it was ok if I didn’t want the truck because it was a very popular truck that it will sell quickly with accessories anyway. “Accessories “ being insurance. I believe this is a prohibited sales practice

  Business response

  11/07/2023

  The vechicle has accessories. The price clearly displays all of the accessory add ons and pricing.  

  Customer response

  11/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I have asked numerous times for details on what the accessories are. I’m asking them to tell me what these accessories are and I keep getting the runaround. An example is the Assurance which from my understanding an insurance that I will sign at closing and will get a five year term. They are flat out using deceptive sales practices. I have included a txt conversion I had today with the salesman , Alfredo 
   
  

  Business response

  11/16/2023

  I've attached a copy of the addedum showing the accessories that are pre-installed. Their are no insurance items added. The Assurance product is a chemical that is applied on the exterior and interior of the vehicle, that protects the paint and upholstery against weathering, stains, decoloration, etc. All items listed are pre-installed hard items. 

  Customer response

  11/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  As far as I understand if the “protection products “ are in fact applied. It would happen upon sale of vehicle. Not before. So that it can be an option for the client.
  Once applied on vehicle, documentation showing date it was applied.

  Can the dealer provide this? Proof? Not just “addendum “ printed out by dealer not the manufacturer.

   

  
  

  Business response

  02/07/2024

  From: ***** ***** <*****@clarkchevrolet.com> 
  Sent: Wednesday, February 7, 2024 10:14 AM
  To: Sandra ***** <******@bbbhou.org>
  Subject: [External]Re: Overdue Member response to rejection
  
  Mrs. *****,
  
  Mr. ********* is asking for proof of installation of paint protection and fabric guard, his initial complaint was that it was an insurance and not a hard add on, we've already established the fact that it is not an insurance item, it's a hard add on applied item. The chemicals are applied internally by our detail department before the vehicle is put on the lot for sale. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2019 Honda Accord in beginning of March for a quote for bodywork and repair which is covered by my insurance, after quote was approved they stated it would take approximately 2 weeks for the job to get done but after the 2 weeks and me calling about my vehicle they stated it was barely going in to the shop to be taken apart. 2 weeks passed and they said some parts were on back order so I told them they didn’t have to use OEM parts because I needed my car asap due to not having a rental. They called back stating the part finally came in 2 weeks after that and that they would put the car in the shop to be put back together but that they needed to paint some parts. 2 weeks after that they stated it was still not done that one of the parts was damaged so they had to reorder it. That part came in a week after and they called me to say it would be done in 1-2 days. Now another 2 weeks and my vehicle is still not done. I have been struggling without a vehicle to get to work and back for 3 months. I have called many times throughout this ordeal and they keep stating they don’t know what is going on with my car. Now they say there is another part that is needed. I keep getting the runaround and they can’t even tell me who is in charge of the person that is handling my vehicle so that I may complain to them about this poor service and to find out at least why it has taken so long. I am in desperate need of my vehicle but don’t know what else to do to get this resolved. Someone PLEASE help me.

  Business response

  06/26/2023

  The following is the timeline of the vehicle:

  1. Vehicle Drop Off 4-10-2023
  2. Assignment Received from Insurance to proceed 4-12-2023
  3. Vehicle Tear Down process 4-12 / 4-13 through 4-14
  4. 1st wave of parts ordered on 4-14-2023
  5. Parts arrive on 4-18-2023 (90% arrived)
  6. Receptionist called customer with status update on 4-24-2023.
  7. Alicia called customer on 5-01-2023 and sent message to Allstate that Radiator Support was still on back order with no release date available. 
  8. Alicia called  on 5-03-2023 and kept customer in the loop that Radiator Support was still on back order. Customer at this point instructed Alicia to factor CAPA/LKQ part since OEM part was not available. 
  9. Alica called customer that vehicle was pending AC Recharge on 6-8-2023
  10. Alicia called customer on 6-8-2023 that vehicle is pending final calibrations on 6-9-2023

  We understand customer's frustration but unfortanately, parts delay is very common now a days and out of our hands. 

  
  
  

  
  

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER #****** - Placed 04/27/2023 Total: $****** On ******** The order was cancelled because there was a national back order on the parts. The comment from the business was that I was going to be refunded in the next 3-5 days. It has been ** calendar days and still no refund.

  Business response

  06/01/2023

  Payment was voided on ***** ****. Attached is the documentation reflecting such.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GM Parts Online Order Number: ****** placed ******** Total Amount: $******** ($1****** plus $****** S&H) Part Number: ******** Short Bed Embark Ls Retractable Tonneau Cover My wife ordered me a tonneau truck bed cover on Clark Chevorlet's GM Parts Online site as a surprise gift for me. Being inexperienced at ordering parts, she failed to include the VIN number for the vehicle resulting in the wrong part being ordered. I contacted them via their order messaging platform and called ***** ******* to explain the issue. We spoke, and he said, based on my reply in the messaging system, he had the part returned to them directly from the shipping company, and his boss, ****** would be contacting us about the next steps to get the correct part. I waited several days and then called, leaving multiple messages for ***** with no response. He eventually responded via the messaging platform with a brief message that said, "Hello since you order the part with no VIN our policy states there will be a **% restoking fee." I tried to call him to discuss this exorbitant fee given my wife had simply made an error of inexperience and we still wanted to buy the correct part through them. He never responded to multiple message attempts. I did speak with ***** again on *******, and he said ***** is supposed to call us back and he would find him and tell him to call us. We have heard nothing to date and still have not received any refund to our credit card. I also emailed Alex Clark, President of Clark Chevrolet, attempting to resolve the situation on ******* with no response. I am seeking a refund without paying the exorbitant restocking fee based on failure to provide a timely refund, unresponsiveness, and poor customer service. It is only fair we pay for the return shipping since it was sent to Nashville and then shipped back. We paid $****** for the original shipping and handling, so seeking a refund of $******* (full part price minus return shipping).

  Business response

  03/30/2023

  The part has not been returned. We can discuss discounting the restocking fee when the item is returned.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a part online 11/21/22. The site stated I'd have a delivery date within 2-3 business days notified by email. I have not received any email of delivery and it is now 12/19/22. I've sent 5 emails and no response from the online store. In my emails I've asked how to cancel order but again, no one responds. I'd also take the part with no refund. Whichever is quicker. My order is for a rim which cost $865.17 including delivery which has been paid in full. There is also no phone number that I can call the company. How can I resolve this issue? Please help.

  Business response

  12/29/2022

  Mike,
  
  Thanks for getting me the information. I believe that the correct website you are looking for is ***************** which is owned by Charles Clark Chevrolet in McAllen, Texas. Their phone number is 866 423-9926.  Our website is ************************** *** *********************** The later having been changed to another name now. The reason is that the order number you gave does not match up to either one of those sites and we have phone numbers where you can call us. I would like to know what a good time to call you would be or you can give me a call at the numbers below.
   
  
  Sincerely,
  
  Jesse R. **** **°
  Parts Specialist
  Bob Hook Chevrolet
  Toll free line: 800-274-4665 ext. 413
  ***** ***** ************ **** *** **** ************

  Business response

  12/30/2022

  Our supplier was not able to provide us with the part in a timely manner. We have issued a full refund. We are sorry for the miscommunication.

  Customer response

  12/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  When I ordered the part, their site stated it was in stock. Now they state it was never shipped to them by the manufacturer. I would have taken that response better than none. I'm sure there is nothing that can be done with a company that takes your money and does not correspond with y a consumer after more than 8 emails. I had to contact the BBB to rectify this. 
  
  
  
   

  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new vehicle from Clark Chevrolet and the sales associate explained the features and showed us how the features work. We noticed some of these features were not working and returned to the dealership. The sales associate asked us to sign papers that we acknowledged that some sensor chips were backordered and retrofit. So we waited. Then a forward collision light turned on and we took it back to the dealership and asked when our other features would start working. Their response was that our vehicle does not come equipped with those features. When we looked for the sales associate who sold it to us with these features he no longer works there. I contacted the GM customer service department to seek a solution and to see if they could provide us with the window sticker since Clark removed it during detailing and didn't give us one. We wanted documentation of what exactly we purchased then. They could not help stating dealerships are privately owned and I had to work with dealership. But dealership isn't helping us find a solution. Their only response is that the vehicle is not equipped with those features. Yet the vehicle has the buttons on the steering wheel and you can turn on the feature but it doesn't work. We took it to a different dealership to have this checked but because testing these safety features puts them at risk they are not allowed to test these features for their safety. I contacted the GM complaint department again and their response was the same-this is a sales concern and must be resolved between the customer and the dealership. I am asking for help. How can it be ok for a dealership to sale me one thing and not deliver what was sold? Please help me find a solution to this problem.

  Business response

  07/19/2022

  Attached is the manufactures invoice showing all of the features the customer's vehicle is equipped with. The only feature needing to be retrofit is the heated steering wheel. It is stated on the manufactures invoice.

  If Mr. ****** is having any issue with the vehicle, I would be more than happy to schedule a service appointment for him. The vehicle is under factory warranty and all manufacture defects are covered.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On *** *** ***** online order 163660 was placed through gmpartsonline.net, which is ran by the service department at Charles Clark Chevrolet. The order total was ******. On *** ****, I reached out to check the status of my order. I got a response indicating that one of the part numbers did not match my vin and asking for what I would like them to do on *** **. On *** ***, I responded asking for them to cancel the order through the online contact form and responding to their email. On **** ***, I followed up. On **** ***, I followed up by email and the online contact form. On **** ***** I followed up again. I still have not been able to contact anyone in over 20 days. The order was never shipped and I cannot get a response from the website.

  Business response

  06/20/2022

  The order was cancelled on **** **** **** as per the customer's request. Attached is the transcript of the cancellation request. 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went on gmpartsonline.net to get some parts to repair a car that was brought to me to work on. I thought being GM site I would get OEM PARTS and not be a scam site. After 3 week's without nothing I started to email the company. They sent 1 email back and never returned a call stating that the parts are ready to be shipped. To this day it's the same status from over a month asking for returns of the money.

  Business response

  06/01/2022

  The ordered shipped.  The tracking number is ******************. It's scheduled to be delivered tomorrow.  If the parts are no longer needed we will make arrangements to have them shipped back. Please contact the manager via email at ************************. As soon as we receive the parts, we will issue credit.

   

• Initial Complaint

  03/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cruze Check Engine Light (CEL) ame on and reported issue w/Trans / Emissions, which they claimed was not covered under emissions warranty. Code P050F Brake Assist Vacuum Too Low is what the diagnostic report showed when I took it in ******* ** ****. I then took the car to my mechanic because they wanted an absurd amount to repair; this is where it was discovered that the part GM#******** was broken from where the pipe connects to the sensor. This part was likely broken on *** **** when the car went in for an oil change at their service center. I bought the part and it was replaced on ********* - it took this long because the light was intermittently coming on and off. The part was replaced and it cleared the code but a week later the CEL came back on for same issue (*** ** *****. I took the car back on *** ** **** and was told that day that they needed a part and when I asked what part they needed they said it needed GM#********. I said no, I just replaced that and the part was purchased directly from you. This is when their service guy said he’d call me back. He called me back later that day only to tell me that I need to replace brake booster. After weeks and back and forth, and a I agreed to have vehicle serviced and took it back on ******* because they had the part. I arrived at 5pm that same day and noticed car was in bay and they were trying to jump start it. Around 6pm, I'm told car is ready and it's good to go. Everything appeared to be okay until later than evening I received yet another ON-STAR notification that there was an issue with the StabiliTrak stability control system (8:31pm / *********). *********, car won't start because it has a bad battery of which I alerted the supervisor via text and used my Geico Roadside assistance for a jumpstart and had my mom drive the car to dealership while I followed. Now the car has new issues caused by ongoing poor service provided by dealer techs. The car has multiple issues now that were not present before.

  Business response

  03/28/2022

  When we diagnosed the vehicle the code that the vehicles was showing led us to a GM bulletin.  That bulletin stated we needed to replace brake vacuum sensor first and if that didn't fix the problem the brake booster needed to be replaced.  Mr. ****** declined the repair and went elsewhere to have it done.  He did purchase the part from us but we had no way of knowing that he had done so because our service records and parts records are separate.  That is the reason we recommended the sensor again.

  We are currently working with Mr. ****** on addressing his concerns.  We offered him a discount and he authorized the brake booster repair.  

  Customer response

  03/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16950337, and find that this resolution would be satisfactory to me. I took this step in filing a complaint with the BBB to document ongoing repair issues with said dealership. I look forward to working with them through the repair process. 
  
  
  
   
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with this company on ********* in the amount of $****** for parts for my truck. I received an email from them (******** *****) stating that the part that I ordered was not the correct fitment for my vehicle; though I had researched it before placing the order. Since then, I have emailed them 3 times and have not received any response. There is no phone number listed for this company, and I have been unsuccessful trying to find out when my parts are. I have looked at other reviews online since, and it seems that this company is just a **** ******** peoples money and not responding after someone places an order. I am also filing a complaint with my bank immediately.

  Business response

  04/19/2022

  Customer voided payment on *******.

  Customer response

  04/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16855199, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
    I contacted my bank and told them that the company was ********** and to not allow the payment to be processed.  The company NEVER responded to any of my correspondence, and the part number they say was the correct fitment for my vehicle was incorrect.  I will NEVER attempt dealing with this company again.
  

  Business response

  06/07/2022

  Money was been refunded.

*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. ↩