Complaints

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

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  Freedom Chevrolet

  13483 I-10 San Antonio, TX 78249

  
• 

  Freedom Chevrolet

  13483 W Interstate 10 San Antonio, TX 78249-2207

  

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:05/20/2024

  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 live in Laredo Tx I bought a *** 2020 Chevrolet Traverse from this dealership they told me everything was good with the *** after one day the ** from the suv stop working It only blow hot air . The dealership whats me to travel again to their place so they can check my suv but I have alot of work and I cant travel again I can only take it to a dealership where I live but they dont what too

  

  Business Response

  Date: 07/24/2024

  The customer does not have to bring it back To *********** . When he bought the vehicle , he purchased an **************** Policy which is good at any dealership . If he has any other questions , he can call  the dealership and ask for the finance department .

  Customer Answer

  Date: 07/28/2024

  Complaint: 21734780
  
  I am rejecting this response because:
  Yes I purchase the extended warranty but the dealership sold me a suv that its supposed to be working right and days after I purchased the suv the A/C stop working . I took the suv to the dealership in ************** where I bought to get fix and they told that the fix the problem.2 weeks later my suv its still having the same problem of the A/C not working 
  Regards,
  
  ******* **********

• Initial Complaint

  Date:09/13/2023

  Type:Sales and Advertising 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.

  '22 Acadia August 1, 23. The vehicle was advertised as GM-certified. Sales told me no, it was "certified ready" and I would have to pay $1K for the CarFax certification, and there is no GM warranty. The salesman said they wouldn't GM certify a vehicle and couldn't answer questions as they were a ***** dealership. Freedom insisted on my husband's information although I was buying the vehicle. My husband was in the vehicle for the drive, so we did give his ID. I e-mailed and called the general manager to clarify GM certification, no response received to this day. Days & calls later, the manager called stating the salesman was incorrect and it was GM certified, no additional $. The manager offered $15K for my trade. I walked as I felt it was a scam on the price and certification. 8/18: The dealership lowered the price so I went back. The deal was already negotiated so my husband stopped in to pick up the paper for the bank. The dealer changed the price on the trade to lower and put everything in my husband's name, removing me altogether (we didn't notice that until signing papers). 8/22: Since everything was in my husband's name, we needed new paperwork, it took 2 hours to sign the papers for the car that had been arranged 3 days prior. All information, the On-Star, GM account, etc. was all set up under my husband when we had told the dealership >10 times, it was only me and my car. I traded a vehicle. The salesperson and finance requested a 10-day payoff, telling me it is usually 3 - 4 days so need a 10-day payoff. 9/11: Trade hasn't been paid for, I had to make another payment on a car I don't own. Dealership changed the story stating it can take 20 days and should happen soon since today is Day 20. Requested an update on when it will be paid, no response. 9/13: Called dealership, finance states they are just a few days beyond 20 days and check to be mailed likely 9/15. I want the trade paid off immediately and bank notified of the dealership delay.

  

  Business Response

  Date: 09/25/2023

  Good afternoon, *******************, and thank you for your feedback on this matter. We've contacted the loan provider of your trade vehicle and were informed they credited the payoff to your account on 9/18/2023. They confirmed the loan has been paid in full.
  
  We apologize for miscommunication on our part and greatly appreciate your business. Please feel free to reach out if you need any further assistance. Thank you.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/07/2023

  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.

  Week 1: 8 **** my car broke down on my way home from work. ****** for a tow to Freedom Chevrolet, $90.00. I explained what the car was doing, that leaving an intersection and accelerating, my car was jerking and traction control dash lights and power steering service lights came on and the door locks engaged, opening and closing quickly. ****** texted to say he was on it. Week 2: 17 **** **** for work order approval to replace ELECTRICAL DIAG FOR DOOR LOCK ACTUATOR $345.05, ELECTRICAL DIAG FOR ABS LIGHT AND STABILITY LIGHT $345.05, REPLACE ENGINE MOUNT $570.50, REPLACE FRONT TRANS MOUNT $355.40, REPLACE LEFT TRANS MOUNT $844.37, and REPLACE REAR TRANS MOUNT $445.40. Did not approve, has nothing to do with the electrical. Service request came back w/REPLACE THE DRIVER REAR WHEEL HUB AND WHEEL SPEED SENSOR $770.60 and 4 WHEEL ALIGNMENT RECOMM $255.05.Had that work done and picked up my car. Total paid $1193.88.Car was driven by my son over the weekend, everything fine. Week 3: 22 **** door locks engaged on the way to work. Car broke down on my way home from work. At this point car was taken to ******** Auto. ***** my car home $111.00.26 **** ***** to ******** Auto. Week 4: 30 **** ******** Auto found it was the Transmission Control Module. Charged for the tow only $88.00. Unable to fix my car as the part is programmed by Chevrolet once installed. 31 **** ***** to Freedom Chevrolet $116.00. ** call back.1 ***** ***** called. I explained what had happened up until that point. Placed me on hold and the phone hung up. ****** sent text that he was on it. I texted what ******** Auto found. ** call back.2 ***** ** call back.Week 5: 5 ***** I made a request for an update. ** call back. 6 ***** ****** and left a voice message for a call back. ** call back.I do not have another car. My daughter has been driving me to and from work this whole time. What is a reasonable timeframe for repairs? I need my car back, or if they are unable to fix it, just say that.

  

  Business Response

  Date: 06/16/2023

  Thank you for sharing your feedback with us. We are sorry for the inconvenience you have experienced. Your vehicle has been repaired and is ready for pick-up. We truly appreciate your business and hope everything was resolved to your satisfaction. If there is ever anything I can assist you with in the future,please feel free to contact us at ****************************************

• Initial Complaint

  Date:05/31/2023

  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 husband and I purchased a 2015 ***** Silverado **** from Freedom Chevrolet on 11/2/2022. We put about 5k down, and financed the estimated remaining $25,000. We were told the vehicle was clean on all inspections and had a clean carfax, but were told we wouldnt be able to pick up the vehicle for a week. We were never given any of our paperwork upon leaving the dealership that day, or when we picked up the truck a week later. Around 2 weeks ago from today 5/31/2023, we started to have issues with the transmission. We took it to a mechanic close to our home and he stated that the truck would need a whole new transmission or a rebuild on the current one, estimating a $6000 bill. Weve only had the truck for around 6 months, and its only been driven around ***** miles since the time of purchase. Our mechanic stated in his opinion it was most likely that way when we bought it, and we werent informed by the dealer. I contacted the dealership to see if there was anything we could work out, the manager ***** was incredibly rude and informed me that because we didnt have an extended warranty that they would not be doing anything. After researching and contacting an auto fraud attorney, they advised me to contact the BBB and call ***** corporate. Upon calling corporate, the service representative advised me to take it to a GM certified mechanic and there would be the possibility that they would cover the partial or whole amount depending on the situation. We have an appointment set for tonight 5/31/2023, to take it to North Side Chevrolet to get a diagnostic run on it, and was instructed to call corporate back when finished.

  

  Business Response

  Date: 06/08/2023

  Thank you for your feedback in this matter. We are terribly sorry to hear of the frustrations you are experiencing. Please bring the vehicle to our service location at your earliest convenience so we can diagnose the issue with one of our certified GM technicians. We'll be glad to help in any way possible. Thanks, Management.

  Customer Answer

  Date: 06/08/2023

  Complaint: 20125670
  
  I am rejecting this response because:

  I have taken it a GM certified mechanic at a separate dealership, I dont feel comfortable taking it back to your dealership due to the lack of assistance ive received from your team. After being in contact with corporate GM, a cost assistance tool was ran and came to a total of $0. They are unable to cover any due to us not having an extended warranty on it, with that being their only avenue. Your dealership however sold us a truck with pre existing issues, didnt disclose it, and when confronted about it your sales manager asked me I dont know what you want me to do about it. Your dealership should be covering the cost of a new transmission, or taking the entire truck back and refunding us the remainder of our financed loan. 

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

  

  Business Response

  Date: 07/10/2023

  Thank you again for taking the time to discuss this matter with us. We truly value our customers and certainly dont want to see these kinds of problems occur. Weve reviewed the certified technician inspection records for your vehicle and the transmission was deemed mechanically sound at the time of purchase. Unfortunately, in a situation where the vehicle was sold six months prior to the problem occurring, we would not be able to cover the repairs. Thank ***************.  

• Initial Complaint

  Date:04/18/2023

  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.

  On 4-13-2023 I took in my truck for service. The amount of transaction was gonna be ****. The business was gonna provide me with a new part, for the vehicle was not a new part was a remanufactured part. They didn't tell me what they were going to do for me or the manager didn't even see didn't have the courtesy to see me in person. Supervisors name is *******************. IT NOW 04-18-2023 and I don't still don't have my vehicle with me. They told me it was going to be ready in 10 hours. It's been more than 10 hours ****** the business has tried not to resolve any issues or get my vehicle ready as soon as possible. They told me they were going to be ready whenever they can didn't give me a timeline or anything. And everything I talked over them over the phone before I took my vehicle in for service was recorded. They never gave me any paper work that I can have on the work they have done on the vehicle.

  

  Business Response

  Date: 04/27/2023

  We apologize for any miscommunication in this matter. Unfortunately,all-new transmissions are unavailable. Although this transmission was refurbished,General Motors considers it a New transmission. Only the casing is from a previous transmission. All inside parts are brand new. As requested, we have reinstalled your previous transmission. Please let us know if we can do anything in the future. Thanks, Freedom Chevrolet management.

  Customer Answer

  Date: 04/27/2023

  Complaint: 19951821
  
  I am rejecting this response because:
  
  Regards, After Freedom Chevrolet, install that my old previous transmission that was great and dandy, but the only regard that I had that their communication is not great even with a manager in the dealership. After I received my car backed, I rechecked my oil on my transmission on the vehicle and it was the old is transmission oil. Instead of being red or even pink, it was white as cooking oil. When I did a oil change transmission on it had ******* miles in it and was completely red. After you install my original transmission you put someones old transmission oil that looks like had over more than ******* miles on it. In regarding this  caused, I will not accept your apologies and unfortunately this is the last time I will do business with a Freedom Chevrolet.
  
  *********************************

• Initial Complaint

  Date:04/10/2023

  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.

  Freedom Chevrolet sold me a new 2016 Tahoe LT with known paint issues. The hood and roof have recognized and acknowledged paint defects and the dealership refuses to accept responsibility and make the issue whole. To **************** these paint issues were of no fault of the owner and there is a well documented pattern of GM, Chevrolet and dealerships around the country failing to correct this egregious issue.

  

  Business Response

  Date: 04/10/2023

  We cannot find the name or phone provided, in our records. Was the sale performed at Freedom Chevrolet in ***********, **? Could you provide the *** number so we can attempt to look up the transaction that way? We'd be glad to help, if possible.

• Initial Complaint

  Date:12/27/2022

  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 truck in a month ago for a rough idle and engine light flashing. They diagnosed an engine misfire and replaced 2 fuel injectors. They have the truck back, and the issue continued. We took it back and they said it was a camshaft and lifters. They got warranty to cover that and gave it back. Still the same issue plus engine whining. Took it back and they said that it was the motor mounts and they would not accept responsibility nor pay for them. I have had it back again for less than a week, and the issue is still present and the engine light started flashing again. They have not and refuse to fix my truck properly.

  

  Business Response

  Date: 01/06/2023

  Thank you for your concern, ******************, and we understand your frustration. Unfortunately, when the vehicle had been diagnosed by our technicians with regards to the check engine light, no problem was observed. Several of our technicians had driven the vehicle for long stretches without this problem occurring. At the time the vehicle was in for the service, we had field engineers from your extended service plan company do an inspection on the vehicle, and they also did not find an issue and declined any repairs.
  
  The issue with the engine mounts would be an item possibly covered by your extended service company. At the time, their field engineer determined the mounts had not failed.
  
  We value you as customer and are eager to correct the issue.Unfortunately, the engine light must occur while in our possession. Please bring the vehicle to our facility at the next occurrence and we will do everything possible to correct the issue. At that time, we can also resubmit a claim to your extended service company for the engine mounts.
  
  Thank you again for you concern.

  Customer Answer

  Date: 01/10/2023

  Complaint: 18607326
  
  I am rejecting this response because:
  
  I was told to bring it in when the engine light comes back on, and weve already been told that the warranty wont fix the engine mounts unless they failed, which they havent. The original issue we took the truck in for with the shaking has still not been fixed. There were loose bolts on the engine after we picked it up originally, so whos to say something else still isnt loose. It is whining and clicking, along with the original shaking. We have brought it back several times for this issue and it has been returned fixed but yet the problem is still existent. 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 01/24/2023

  Thank you and we sincerely understand your frustration. The shaking concern was diagnosed as an engine mount issue; unfortunately, your extended service company has declined coverage due to the parts having not failed. Please bring the vehicle to our service location at your earliest convenience, and we would be glad to inspect the vehicle for any possible bolts that need fastening.At that time, we would be happy to submit an additional engine mount claim to your extended service company. Thank you and we look forward to seeing you soon.

• Initial Complaint

  Date:09/28/2022

  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 just purchased a 2016 Chevy Trax with 47,417 miles on it from *******. Day 2 the check engine light came on on the vehicle I took it to ********* because ******* has a warranty on the car for 100 days. It was discovered the Catalytic converter was defective, and this part was still under warranty so it would need to go to the dealer for repair. I dropped the car off at the dealer August 31 and today is September 27. Chevrolet can not and is not willing to give me a date when they will have the part in. I call and spoke to the service department manager **** ******* (spelling) who was nasty from the start of the conversation. I ask him when was her going to be able to get the car repaired because I have been more than patient. I told him I made a call to another dealer telling them what the problem was and they told me they could have the car back to me in a couple of days I will just need to put a down payment for the part but then when I told him the part was under warranty he said oh well that is another story in that case we do not have the part. I shared this story with **** and he said that is not the case they cannot find the part buy yet and still I can. The problem is they can't find the part for warranty purposes but they can find it for someone who is paying because part is out of warranty. I think having a car at a dealership for a faulty part that is their fault (GMC) because it should not have gone bad at this point anyway for 30 days is outrages. They have no loaner cars and no time line this is ridiculous. **** thinks it is funny he is relaying what I am saying to ***** and Possibly ****** and laughing as if this is a laughing matter. **** is rude unprofessional, he talked over me, possibly was treated badly because he could tell I was a black women on the phone. I told **** I think I have been more than reasonable. I wonder if you check their records how many catalytic converters have been replaced during this time period. Please Help.

  

  Business Response

  Date: 09/28/2022

  Thank you Ms. **** for your concern. I’ve spoken with the staff and can assure you this is not a laughing matter. Unfortunately the part needed for the repair is unavailable at this time. This is due to an ongoing supply chain issue and we have numerous customer repairs waiting on parts shortages. We have already opened a case for you in attempt to have the part expedited, when it becomes available. As in all cases, we will be working diligently to get this part as soon as possible. We will be in touch with you on any news we receive from General Motors in this case. Thank you.

• Initial Complaint

  Date:06/16/2022

  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.

  12-1-2018 We bought a 2014 cts Cadillac and paid $3,242.00 for the used vehicle contract. Took vehicle in for maintenance and was told that the differential needs replaced. They also stated that the replacement for the differential was completely covered . We left the vehicle for repair and a week later was told they could not get the part. Ordered from GM. and will haver to wait it is on back order., IT HASS BEEN 2 MONTHS AS OF JUNE 15TH WE ARE STILL WAITING We have gone on to GMs website ands see that there are plenty to choose from . Gone into talk to service director **** ******, spoke to ********** ********* ****p, and to GM. We are limbo with a car that we cannot drive. Please escalate our request.

  

  Business Response

  Date: 06/22/2022

  We apologize for the inconvenience. This particular transmission is on backorder and out of our control. If you can please forward me the URL for the advertisement you've seen on the GM site, I can make a request that they remove or amend it. Thank you.