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:04/03/2025

  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 2023 Yukon broke down just north of ****, *****. I had it towed to Chevrolet of West for diagnostics and repairs. Chevrolet of West was unable to look at my vehicle for a few days, and was not able to provide me a loaner car. In order to get home, I rented a car. Once my vehicle was assessed, it was discovered that I had cam shaft failure and subsequent engine damage resulting in the need to replace the engine (****** miles on the car - I purchase it new directly from ***). The warranty will fully cover the replacement, however the engine is on back order with no end in sight. Neither Chevrolet of West or ** have provided me with a loaner or replacement vehicle, requiring me to rent and borrow a vehicle for my family of four. I have filed a separate claim in BBB's National Program for car warranties for reimbursement of my rental car charges incurred to date, knowing there will be additional charges until this is resolved (case number: GMC2505835).

  Business Response

  Date: 04/04/2025

  This customer has been inconvenienced with this breakdown. Chevrolet of West feels terrible about the situation and has contacted Chevrolet on a daily basis for any updates on the backordered part. We have actually put this vehicle ahead of others for diagnosis and to ready it for the replacement part . 

  Unfortunately we have a limited number of Loaner Cars which are all out with other customers.

  I will have one of our Managers reach out to ***** ***** and see if we can possibly help trade out of the vehicle.

  I sincerely apologize for this issue with the vehicle, but please know we are trying to get it resolved .

  Respectfully,

  *** *******

  Customer Answer

  Date: 04/04/2025

  Complaint: 23158559
  
  I appreciate the sentiment and realize the backordered engine is out of your control. I am rejecting this response because I still do not have a solution while we wait for it to arrive (loaner car or rental reimbursement). I am unclear on who is responsible for this; the dealer says to work with ** for 3rd party rental reimbursement, ** customer services says to work with the dealer and that the dealer is responsible for 3rd party rental reimbursement. Hence the reason I filed a complaint with the National Program regarding the car warranty as well. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 04/04/2025

  When customer arrived here we informed her that we did not have any Service loaners available. We did explain that under those circumstances that GM would reimburse her up to $42 dollars a day . We also explained  when her vehicle repairs were completed if she brought car rental receipts in we would submit these for reimbursement for her.

  I also did hear that the part was shipped to us

  Customer Answer

  Date: 04/04/2025

  Better Business Bureau:
  
  I was not informed "We also explained when her vehicle repairs were completed if she brought car rental receipts in we would submit these for reimbursement for her." I was told by **** *******, Service Advisor, that I would need to take it up with GM for coordination and imbursement. ** informed me of their rental reimbursement policy of $44 per day not including fees and required me to rent another GM-made vehicle. That is not adequate compensation; for example, the *** ****** (it was the only GM-made vehicle they had) I rented from Enterprise was still $79 per day and that was with dealer rates and excluding fees.

  If I am going to be reimbursed the full expense I've incurred as a result of this repair, then I am satisfied. Particularly knowing the engine has shipped and there may be an end in sight. I simply cannot afford to spend thousands of dollars in rental fees not knowing when my vehicle would be ready. Of note, I have not kept a rental car every day that my Yukon has been in for repairs (50 days as of 4/4/25). I've had several weeks with no vehicle when I was traveling or knew I could manage without it. This should average out the daily expense rate over the time period, but I am not clear on the parameters of the reimbursement policy.

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

• Initial Complaint

  Date:03/21/2025

  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 bought a truck less than 10 months ago from this dealership. I paid more for it than I should have given the issues Ive had left and right with this truck. I was told I had a 2 year bumper-to-bumper warranty with no mileage cap that was a lie so I paid for a warranty under false pretenses. Also, since *** bought the truck, its been in the shop eight times in almost 10 months and its about to be in the shop againfor another issue. Ive talked to the owner multiple times and have even asked him to buy the truck back and put me in something else but he says he cant do that because he wouldnt be able to cover my negative equity. I cannot afford to trade it in, the payment on this one is high enough. He dodges my calls and I have to show up or call repeatedly to get him on the phone. He has asked me to please let him look into it, please let us fix it Ive given him 8 chances. Im tired of dealing with the issues Im having and when my warranty runs out these issues will all be out of pocket for me. At this point Im considering the truck a lemon. **** has admitted that the year model I have has manufacturer defects but they wont help because it wasnt purchased new under ***** manufacturers warranty.

  Business Response

  Date: 03/21/2025

  Ms ******* and Ms ******* purchased a 2018 **** F150 Vin# ***************** with approximately ***** miles on the odometer. The vehicle Mileage 81974  has been in on 6/8/2024 RO #****** For a check engine light and rough Idle. The Diagnosis was code P0012 Cam ****** sprocket   needed to be replaced (this was paid for by Chevrolet  of West ) at no cost to the customer.

  The second visit 9/16/2024 Mileage ***** Customer stated that the engine felt bogged down under load . No codes were found tech suggested replacing Spark plugs (paid for by Chevrolet of West) at no charge to the customer.

  The third visit 9/19/2024 Mileage ***** The customer stated that the vehicle was running rough and the check engine light was on. The tech found codes for both intake and exhaust VCT Selenoids . Both were replace under customers service contract. Customer paid a $100 deductible.

  The 4th visit mileage was 96124  on 12/17/2024 customer stated vehicle was running rough. Correction was to replace 3 injectors that were covered under the service contract. Chevrolet of West paid the $100 deductible. 

  Recently the customer came to the dealership with a vibration in the front end. Service looked at it and found that a strut was leaking and cv needed replacement. Both of these issues are  covered under the service contract.

  To address the customer's statement of me dodging her calls I am not sure what she is talking about . I am hardly in my office and most people trying to reach me will leave a voicemail which are answered normally by the end of the day. My day is extremely busy and I have very good managers that are quite capable of handling there designated departments . 

  I also would like to address the customers concern regarding the interest rate she was charged . We try to get each customer the best rate available for there credit rating . the rates are set by the lenders and what they see based on credit score and over all risk. 

  We would be happy to get the latest repairs done under the terms of her service contract. I am sorry that she has had issues with the vehicle but it is nothing that we planned or could have been aware of.

  Sincerely ,

  *** *******

  I have attached copies of the Service history and service contract

   

   

   

   

  Customer Answer

  Date: 03/21/2025

  Complaint: 23099242
  
  I am rejecting this response because:
  When I purchased this truck it actually had ***** miles on it. I have a picture of the window sticker that was on the truck the day I signed the papers. I bought the truck on May 23, 2024...when I went into the finance office to sign papers I told the finance manager; ******, that I wanted to make sure there was a good extended warranty on it so that I would be covered if something happened since I had two kids and was afraid of having large shop bills if something did go wrong considering I was already signing for a higher payment than I had before. He told me "We have you on one of the best, it's a two year, bumper to bumper, it will cover everything except normal wear and tear of course." I took his word for it and signed, because before this, I had never had an issue when purchasing a vehicle from there, nor did I have any reason to believe that they wouldn't do the right thing by me as this was the second vehicle I would be purchasing from Chevrolet of West while *** was the owner. 
  
  
  So, I purchased the vehicle on 05/23/24....on 6/3/24 I reached out to them and told them that it was idling very rough, the check engine light had come on and had even stalled out more than once on me at stop signs while I was in ******, **, over two hours from home. I stopped at an ********** in ****** and had them pull the codes from it before continuing home to make sure I would make it home. The codes were for the **** VCT and the camphasers. While on the drive home, the check engine light cleared itself. I brought it into ***** of West anyway when I got back into town. They had it for 2 days before they called me back and said "We cannot duplicate the issue and we have been driving it trying to get the light back on. But it's not currently throwing any codes. You need to keep driving it until the check engine light comes back on so that we can show the codes to the warranty company and get it fixed. We cannot do anything for you without the check engine light being on." So I drove it home, on 06/08/24, only 3 days after that, the check engine light was back on so I took it back in. I told them what codes it was throwing and told them that I had done a lot of research and those codes are common for the *************** liter motors. They are known to have manufacturer defects during those years with the camphasers, oil consumption, and timing issues. **** admits that this is an issue and for a while was even replacing the motors for these trucks if they were still covered until the manufacturers warranty. Since mine was not still under manufacturers warranty, there was nothing they would do to help me. ***** of West had it for a couple of weeks and when I got it back, I asked if the things I mentioned before (VCT, **** and camphasers) had been fixed. ******; the service manager at the time had assured me they had been fixed and that the truck was running great. That was in June. 
  
  
  The truck ran better for a little while, then In august I called the service department again and told them that the truck was still idling rough, and now it was also losing power and even going into limp mode while driving down the road. I never said that it felt bogged down under a load because I wasn't hauling anything with this truck and I was actually taking my daughter to school when it went into limp mode on HWY 35 in morning traffic. The check engine light was not back on at this time and I was told there was nothing they could do without a check engine light. On 09/15/24, I called again and spoke with ******. I told him that the check engine light was back on and I wanted to get the truck in and get it looked at. I again reiterated that I think this is still a VCT, **** Camphaser issue. The symptoms matched those of the many many reviews I read on this same year truck having the same problems, and it was STILL throwing the same codes as the times before. I was also told by a **** mechanic that I know very well, that this was likely the cause. He advised me to push to have them replaced or repaired. I was assured the truck would be fixed. When I picked the truck up on 9/16/24 the mileage was at ***** as *** stated in his response. When I asked what all was repaired, I was told only the spark plugs. I told them that would not fix the issue and that I was not happy that was all that was done. The service manager; ****** then told me Were throwing the cheapest parts at it first to see if that will fix it. It was giving us a code related to the timing but we couldnt figure out exactly why so were starting with this. I was very unhappy but told them I would see if it helps. After only 34 miles, at *****, and less than 24 hours later, the light was back on and the truck was doing the same thing as before. I have attached screenshots of the proof of this as I sent them to the sales manager as soon as the light came back on and you can see my odometer in the picture. I dropped it back off at the shop on 9/18/24. My truck was in the shop this time from 9/18/24 to 10/15/24. Almost a month. During that time I had come in and spoken to ***. This was the first time I had done this in person. The times before I had only called and talked to him on the phone and he kept assuring me that they would fix the issues and he asked me to give him a chance to make it right. When I came in and sat with him I was in tears. I have 2 kids and cannot be worried about large shop bills on top of a large truck payment, or being stranded on the side of the road. I told him of the research I had done on the issues with these trucks and he said that he had some friends high up in **** and that he would see if there was anything he could do to get me more coverage at no cost to me since this was seeming like it was going to be an ongoing issue even after my extended warranty would run out. I also asked him if there was anyway for him to buy the truck back and put me in a different year model F150 since this one has had issues since less than 2 weeks after purchasing it. He told me that he couldnt do that for me because I would have negative equity and he wouldnt be able to eat that negative equity in order to get me into something else, he said that he could look at trading me out of it, but that is not affordable for me, since I would be carrying over negative equity then too and that would cause me to have an even higher payment. He told me he would look into the issues with these trucks and reach out to his ford friends and get back with me. I never heard anything out of him again. Not one word. Not a call, not an email, not a pigeon with a note, nothing. Just to reiterate, they had my truck this time from 9/18/24 to 10/15/24. 
  
  
  I continued to have issues with my truck after picking it up in October, but since there was no check engine light was on consistently, I couldnt get it back in to be looked at. On 12/14/24 I reached out to the sales manager again (I have attached the screenshots). This time the truck had left me stranded in ******** when I drove up to pick up my boyfriend. I was livid. When I called the service department at ***** of West I was informed that they had a different service manager now; ****. I began to tell him all of the issues I had been having and all of the things I was told were fixed before. While in ******** I had a Ford Mechanic look at my truck and he said it was misfiring on all four cylinders on one bank. He said that isnt a usual occurrence unless its having bigger problems with the timing like the camphasers. After hearing this I was suspicious that what I had been told was fixed by ****** must not have been fixed.  I asked the service department for my service records. When I saw the service records I was even more upset. I called the warranty company to verify and make sure I was going in with all the facts. I then went back in to sit with *** in his office a second time. This time I told him how the last service manager; ****** had flat lied to me about replacing the things I knew it was throwing codes for. He apologized and seemed sincere and yet again told me that he would look into things and see what he could do. Once again, I never heard back from him. Not once. This time my truck was in the shop from 12/17/24 to 01/28/25, MORE than a month. It drove better than it did before but still was not 100%. It still til this day has a rough, loud, abnormal idle, but no check engine light, so I cannot bring it back in for that issue at this time. It is however, vibrating and shaking really bad at speeds over 60mph. I tried to troubleshoot this issue by myself before bothering the service department again, because through all of this, I want to be clear when I say that **** and **** have been incredibly patient, understanding, helpful, and compassionate. So I put new tires on the truck thinking maybe it was the old tires causing the shaking and vibrating. It did not help the issue. I was told to have my shocks looked at by a friend of mine, so I contacted ****. He had someone look it over and the front right CV Axel is leaking and failing, so are the front shocks for both the right and the left. So he has started a new warranty claim for me for these things. What initiated this complaint is that I called the warranty company to ask if they would be willing to go ahead and replace the front left CV Axel as well since both sides usually fail around the same time. I didnt want to be back in there again in a month or two with the same thing on the other side, the warranty company informed me of the kind of coverage I had, the limitations of the coverage, and the mileage cap for the extended warranty that I was unaware I had. This was the icing on the cake for me. Not only has this truck been a pain in my side, an inconvenience, and a headache, but after speaking with the extended warranty company directly, I found out that this particular warranty was falsely advertised to me in the finance office. And I cant even cancel it to try and get my money back for it, because clearly this truck is going to continue having issues. My truck is at ****** miles today, the extended warranty company informed me that it will expire at ******* miles. This is a very stressful situation for me as after only 10 months of having the truck Ive had so many issues with it mechanically. When this warranty expires in ***** miles I will be stuck eating the cost of repairs for this pickup. That is unacceptable for a truck that I havent even owned for a full year. Im beyond disappointed in this entire situation. I have always given *** the benefit of the doubt despite dozens of customer reviews, and several warnings not to buy from there, but seeing as this was my second purchase from him and I had not had any issues before, I trusted him. It is VERY disheartening to know that the first time Ive ever had a vehicle with real issues, this is how this situation has been handled and now I see the side of him that I was warned about. I feel helpless and stuck. I feel stuck paying a high truck payment for a vehicle that will continue to cost me money in the long run and repeatedly be in the shop. I am very upset that I will have 4 years of payments left with no warranty left to help elevate the weight of the mechanical problems this truck will undoubtedly have in the future. As a mom with 2 kids and a member of the community his business is supposed to serve, and as someone who trusted *** when no one else did before this, I feel like he could have and should have done so much more to help with this entire situation. The lack of communication from him throughout this entire process makes this so much more frustrating as he seemed so sincere with his words about how he wanted to help. I know that eating negative equity and buying the truck back or putting me in something with less problems isnt ideal for the dealership, but It is much more affordable for them to do than it is for me to continue having issues with this truck. They have insurances and things set in place to help them recover from things like this. Im a single mother that makes $16 an hour and just needs a reliable truck to take my kids to all of their sports events. Not a money pit that will have me in debt forever when I end up losing the truck because I wont be able to afford the payments for all the future shop bills Ill have to pay. 
  
  
  Regards,
  
  ******** *******

  Business Response

  Date: 03/22/2025

  I wanted to respond to the statement made by Ms ******* regarding me not wanting to speak with her any longer. This is true because I really do not want to hear her foul language and i would not speak to her that way. I tried to explain that I looked on the internet as she asked me to and found a lot of positive posts regarding the 2018 F150. I'm sure negative things can be found as well .

  When I tried to explain that Ms. ******* said "YOU ARE FULL OF S%@T.  I have attached some posts from internet sites and also a post from a relative of mine that purchased a 2018 F150 from us 5 years ago. This F150 with a 5.0 hit ****** miles a few months back. 

  Also , Ms ******* called my Finance director a liar. She said he lied to her regarding the terms of her service contract. He called her and she could not talk with him at the time and he asked her to give him a call when she had time to to discuss this .He has not heard from her.

  Ms. ******* has had the vehicle for approximately 10 months and ***** miles and Chevrolet of West has stepped up to help with repairs and a waived deductible. My records show that her out of pocket expense here has been $100.

  I feel that thinking  a 7 year old used vehicle (or any vehicle) will not need repairs is an unrealistic expectation. I do feel bad when someone's vehicle has an issue . There is no way to tell if or when a component will fail.

  I will repair the vehicle under the terms of the service contract . Also I did speak to ***** in service and he said that both front struts would be replaced (instead of just the one that was leaking).

  Thank you,

  *** *******

  I have attached some info

  Customer Answer

  Date: 03/22/2025

  Complaint: 23099242
  
  I am rejecting this response because:
  
  Firstly, I did tell your finance director I couldnt talk at the time. I was back at work and couldnt be on the phone, with that being said, he wouldnt be able to do anything for me anyway. He cant refund what I paid for the warranty, and he wont admit that he told me something completely different when I was in there signing either. Im not the first one to have these issues. There are reviews all over ******** and ****** from customers warning people not to do business there because youve been selling vehicles with more than just normal issues. I can attach those if needed, but Im sure youve seen them. They also warn about your finance director lying to them on several occasions while getting ready to sign papers. 
  

  Secondly, I know that both struck or shocks are being replaced. Only one of the cv axels is though. The right. If you had read my response thoroughly you would have seen that.
  

  I didnt buy this truck expecting zero problems. I bought it because I was told it was one of the best on the lot in the best condition mechanically and my saleswoman, ******* told me that she had service go over it again before I took it home and that it was in great condition, it ran good, and had no open recalls. That was a lie. I have pictures of the carfax that show open recalls on the truck when I purchased it. I got those taken care of myself. But the truck was not in as good of condition as she said or it wouldnt have had a light on less than 2 weeks after purchasing it. And he is right. I did tell him that he was full of s***. Because up to this point Ive talked to him many times and have been patient. On the phone the other day I couldnt get a word in. It was all him interrupting and telling me well I cant help if I dont know whats going on, I didnt know this, blah blah blah. When he was more than fully aware of all of it. Regardless of the fact, I was lied to, several times about this entire thing. *** is a coward. He will not make things right by his customers. He does just enough to skate by and avoid having to deal with real conflict. Only spending $100 at this point is true. That is not my worry. My worry is in ***** when this warranty expires Im stuck paying for any further repairs and this truck has proven to have nothing but issues in the 10 months that *** had it. Also, yes there are things online about this motor being a good one, if you can see past the manufacturer defects that **** admits are there in the ************** liter motors. ****** + complaints of the same issues in the same motor that was acknowledged by **** isnt a fluke. And I didnt dig on the internet for this info. All you have to do is type 2018 **** F150 idling rough and thousands of threads, complaints, bulletins, etc, come up. All with the same outcome and conclusion. *** I have believed in you and trusted you. I will not make that mistake again. I will also make sure that nobody else I know takes their business there. I have sent people to you plenty of times. And they have bought vehicles from there because I recommended you. All of this without ever getting an incentive for doing so. I wont do that again. Everything you say is just to smooth things over long enough so that you dont have to deal with me or face what you know youve done. I will keep driving this truck and keep trying to make a way to keep this thing running. Because Im clearly stuck in it.But I will not ever buy another from that dealership again. You will not admit that you were  wrong in how youve handled this entire situation. Your service department are the ones who have bent over backwards to answer my calls, stay in communication with me, fight for warranty to replace things, they have been amazing. You should be lucky to have them because without that, I would have nothing good to say about that place. 
  Regards,
  
  ******** *******

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a car from dealership on Sept 28th, 2024. While test driving vehicle, I noticed that engine light was on and no heat. ***** the salesman assured me that their mechanic would take care on any issues. We scheduled a service appt and the first visit, was around October 25th. The mechanic at their dealership checked out my car and told me that the reason I didn't have heat was because the radiator had air pockets so he flushed it out. However that didn't fix the problem so I rescheduled to bring the car back. On November 21st, I dropped the car at Chevrolet of West and when I came back the next day, they told me that I needed a thermostat. At first they said I needed to pay but I spoke with Damya and she let them know that car was still under warranty, so their mechanic replaced thermostat in my car on November 22nd but still no heat. **** (who works in service department told me that my car needed heating coil and they needed time to check warranty Again before ordering another part. Next, I spoke with service manager, ***** and we made arrangements to bring car back after holidays. Unfortunately, on November 26th the car overheated and shut down in ****** *****. I immediately called Chevrolet of West and I spoke to Damya and another salesman named ******. They both told me to reach out to ***** since he's over the service department but no one has reached out to me. The vehicle is stuck in ****************** at a gas station and I would like my vehicle repaired and returned to me or replaced since I will be responsible for the loan taken out for this vehicle

• Initial Complaint

  Date:10/17/2024

  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.

  Purchased a vehicle from the dealership and went to take it to the ******* dealership for recall and insurance repairs. When the dealership began taking the car apart, it was discovered that the car was in a serious accident making the car unsafe to drive and the Chevrolet dealership still sold the car in that condition. The a/c vent was tapped up, the wire harness was slice and rigged to temporarily work. The sensors were tapped to temporarily work.

  Business Response

  Date: 10/26/2024

  Hello *** *******,

   

  I have reviewed your complaint and apologize if you are having an issue with the vehicle. I have not heard anything regarding the issues from you until now. I would like to inspect the vehicle or speak to the service person you are dealing with. When we do are used vehicle inspections we do not disassemble the vehicle ( that would be an unrealistic expectation).

  Please contact me regarding the issues and  am sure we can come to a resolution. We appreciate your business and will gladly get involved to help getting the issues resolved

  Sincerely,

  *** *******

  Customer Answer

  Date: 11/07/2024

  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. I took the vehicle into the dealership for repairs and will wait to see the results.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 11/26/2024

  Complaint: 22433323
  
  I am rejecting this response because:

  Original complaint was on 10/17 and file is attached. Took vehicle in for repairs, had to pay almost $250 out of pocket for repairs that we were not prepared to have to pay and the car is still running bad. Steering is still off, driving like it was wreaked. Steering still is too loose. Day time running light is still not fixed. Message still appears on dash board. When driving down the highway it still felt like the tire was going to fall off. It just seems like they just said it was fixed, but it is NOT. The car is not safe to drive still. It's a 2020 under ***** but drives like it's over 10 years old.
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:09/05/2024

  Type:Product 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.

  We bought a truck from ***** of west in January and since then have had problems with it. Weve taken back 8 times. When we arrived today to pick up the truck, they told us the bumper to bumper lifetime warranty that we paid for is no good and we would have to pay out of pocket. I told them they need to pay for it since selling us a bogus warranty. They stated they would pay for the one repair, but they will no longer do service for us in the future since the truck has too many issues. This place is a joke and steals peoples hard earned money for a warranty that doesnt even want to cover a dime. They also left my husbands truck with the brake line hanging and exposed. My husband and I have lost a lot of money from missing work because of this.

  Business Response

  Date: 09/05/2024

  Hello,

  I have looked into the ******* concerns and do sincerely apologize for any miscommunication .

      I did see that since the purchase of the vehicle there were a few items that were included with the purchase ( a tail light and seat belt concern) these things were taken care of. The vehicle did come in for and oil change and tire rotation on 4/01/24 approximately 5000 miles after purchased which you paid for. Next it was in for a check engine light on 5/11/24 approximately ***** miles after purchased .This turned out to be a failed fuel cap ( and you were going to purchase one ) . The third time in was on 5/22/24 for another check engine light . This was diagnosed as a Cam position sensor and was covered 100%under your service contract. the last time in was on 8/2/24 and you had noticed an oil leak. This was denied by the Service contract company but our service manager covered this 100% as a matter of Goodwill . We did this because we do appreciate you as a customer . With the history that I am seeing with the vehicle I do not feel that it is a bad vehicle.  Once again we certainly would like to see all the vehicles that we sell as problem free but realistically they all will break at some time. We are here to help. I have attached the repair orders  . 

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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.

  Let me drive car with no insurance car maybe has been wreck they were interested in the 5000 down we were dropping they made my payments high cause they only put I payed ************************************** my bank

  Business Response

  Date: 07/08/2024

  We met with this customer and got her into a new Malibu and she told us she was very happy with the resolution. I have attached a note that she wrote to Chevrolet of West

• Initial Complaint

  Date:06/24/2024

  Type:Product 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 purchased a 2019 ****** Altima on 4/27/2024. The vehicle was $21k. Before I arrived to my house in ******, the seatbelt indicator started to ding, even though my seatbelt was fastened. After arriving home, turning the car off and starting it up again, the problem "resolved". The next day, I noticed that another light was showing on the dashboard-this time, an emergency brake light. I immediately took the vehicle back to the dealership (as it was covered under a 90 day warranty), where I was told that it would be a quick and easy fix. A couple of days later, after not hearing from them, I called back to the service department and I was told that my car was ready and I could pick it up.I drove back to West to pick up the car. Everything was seemingly fine. The next day, out of NOWHERE, every single warning light on my dash just randomly lit up and started blinking like a Christmas tree-flashing messages that said "WARNING MALFUNCTION". 9 warning lights. I took the car back to the shop, they said it was "fixed", picked it up, and a few days later, it was doing it AGAIN. The ** also began to act up-one side was cold and the other hot. I went throughthe process of taking the car in at least four times within the first month of owning the car. They have now had my car since the first of June. It's June 21st. I messaged the Sales Manager to get an update and he said "it should be ready today"-that was June 10th. 11 days ago. At this point, I don't know what to do. I asked the saleman about trading in the vehicle for a cheaper one, but he said it would be "upside down". All the while very condescending and sexist, saying things like "that's not how it works, sweetheart". I feel like they have sold me a lemon. I've owned this car since April 27th, and I've only driven it MAYBE 2 1/2 weeks out of that time period. I've also been in three different loaners, because they kept breaking down. I just want to return the car or trade it. I've been more than patient.

  Business Response

  Date: 06/24/2024

  Unfortunately ********** has had issues with the vehicle and we apologize for that. We have made sure that she has had alternate transportation while he vehicle was in the shop. We had completed the repairs and sent it to ****** to reprogram the body control module that we installed . The vehicle was there for over a week . It is Complete and the repair was confirmed .We feel confident that the repair has corrected the issue. Once again we do sincerely apologize for the time it took to make the necessary repairs. I will also address Ms. *********** concern regarding the remarks made by the salesperson and on behalf of Chevrolet of West I extend our Sincere apology .

   

  Sincerely,

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

  Customer Answer

  Date: 06/25/2024

  Complaint: 21884780
  
  I am rejecting this response because:

   

  This was not just one week. As stated in the original complaint-I have owned this vehicle for almost two months (Since April 27th); and have only actually been able actually drive the vehicle for about  2 1/2 weeks of the 8 week time period. There have been many miles put on the car from the dealership, testing it out to see if they can make the codes light up, yet I have put more miles on the vehicle driving it to and from the dealership than anywhere. When someone purchases a vehicle at a reputable car dealership, they expect a reliable vehicle, not to be met with sheer incompetence and excuse after excuse why the situation hasnt been resolved. Not only have I been met with excuses, but honestly been made to feel like I am the problem for asking about my vehicle. The sales manager even admitted that he was busy and that my car had fallen by the wayside-his reasoning for me not hearing back for almost two weeks since the last time I called to check on it. 
  

  If I pick up my car today and every issue is resolved-good. We can be finished with this. But if not, I would ask C.O.W to replace the vehicle or trade it in for a similar vehicle. I have asked about trading it in and have only encountered rude responses, basically telling me that I would be upside down and it was impossible to do so.  This is simply poor business practices. 
  

  Just fyi-I also questioned about the ******************* up and the hanging piece on the underbody of the vehicle and have had zero feedback regarding those issues.

  I truly hope that this can be resolved quickly as it has been the worst car-buying experience Ive ever had. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/29/2024

  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.

  Buying process was amazing. We worked with ****** and she did everything she could to make the process easy. Service on the other hand is downright horrible. Not even a month after purchasing (pre-owned) vehicle we started having issues. Check engine light came on and car would die while driving. The dealership came and towed and ran a diagnostic report. One service guy told me it was the o2 sensor. Another guy told me it was the catalytic converter, and another told me absolutely nothing was wrong, so of course they wouldnt work on anything covered by powertrain warranty. We went and picked the vehicle up and I called the warranty company. The diagnostic report did not even state what was wrong or what needed to be fixed. I was in constant communication with the *********** through this whole ordeal. After I talked to the warrant company, I took the car back to the dealership and *** stated he would have the service **** run a new diagnostic report to see what could be done. Needless to say, I never got a new diagnostic report and went and picked the car up and brought it home. We did a few minor things at home like cleaning the fuel system, replacing air filter, and the car did great for about a month. It is now completely broken down and will not start. Still have not gotten a copy of the 2nd diagnostic report and now am being told by someone in sales to take it to another dealership to have them look at it! This is a car bought for my daughter who will be leaving for college next summer, and we need a dependable vehicle for her.

  Business Response

  Date: 05/01/2024

   

  Hello,

  In response to the concerns that **************** has regarding her 2014 Chevrolet Equinox . **************** purchased the 2014 Equinox 12/09/2023 with ****** miles. ** the time the salesperson ****** explained that the vehicle seems to be a good vehicle and passed inspection but with the high miles there is no telling if there is a potential for issues down the road. ****** has **************** sign a statement reflecting that. When the vehicle was brought it in for running poorly the technician did run a diagnostic and it showed some codes that pointed to some internal parts as well as catalytic converter . The catalytic converter is not a covered part. The Service contract company told us that the motor would need to be  dismantled to find out what caused the problem and if it is a covered item. **************** would not give them authorization to dismantle because if it is not covered she would be responsible for the cost. I am sorry that she is having issues .

  One alternative is possibly having her check with a muffler shop to see if they could install an aftermarket universal Catalytic Converter  which would be considerably less of a cost. It will not address the internal engine issues but might help with the drivability. If she would like i would be glad to make some calls to see if I could find a muffler shop and get some pricing for her.

  I have attached the form that was signed.

  Respectfully,

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

   

   

   

   

   

  Customer Answer

  Date: 05/01/2024

  Complaint: 21639080
  
  I am rejecting this response because: the diagnostic report I received showed absolutely no codes and mentioned nothing about a catalytic converter, although it was discussed. The vehicle DOES have a powertrain warranty, which some engine parts would be covered. I tried calling the warranty company, and read word for word whats on the diagnostic report and they were unable to tell me if anything would be covered because the diagnostic report didnt state any engine codes or list any parts for repair or replacement. You could expect issues down the road of course, but definitely not just one month after purchase. And if ****************** had the service department run a second diagnostic report when the vehicle was taken back up to the dealership for a second time, I never received that diagnostic report and asked for it multiple times. I have attached a copy of the one and only diagnostic report I received. 
  
  Regards,
  
  *************************

  Business Response

  Date: 05/14/2024

  Hello,

  The second inspection was to have a technician look at the vehicle to see if there was anyway to determine what was going on with out disassembly.

  His opinion was that there would be numerous things that could be causing the issues and that it would need to be taken apart in order to get to the root of the problem. 

  As I said before the service contract company wanted it disassembled in order to see if there was a failed part and if that part was a covered component. I wish i had more info but anything else would be pure speculation.

  Sincerely 

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

• Initial Complaint

  Date:10/24/2023

  Type:Product 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.

  Bought a car from them 9/18/2023. drive 5 hours to get vehicle. upon returning home, husband noticed low tire pressure, took tires off vehicle and car had been sold to ** with very bad tires on it. wires and holes were all in the two back tires. Had i of had a blow out on the way home after purchasing this car, i could have died or worse, killed others. I have been asking for a refund for the money that I spent on the tires and they will not answer and keep dodging my calls.

  Business Response

  Date: 11/15/2023

  Hello,

   

  After reviewing the pictures sent I agree to reimburse the customer for the total amount that was paid for the tires per the provided receipt.

  A check will be processed and mailed.

   

  Thank you,

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

   

  Customer Answer

  Date: 11/15/2023

  Complaint: 20775744
  
  I am rejecting this response because:
  

  Yall put me in an unsafe situation and when all I simply asked was for a refund for the money I should not have had to spend, yall were rude, gave me the run around, ignored me and were over all and terrible experience!! 
  Regards,
  
  **** *********************

  Business Response

  Date: 11/28/2023

  When I originally looked at the photos that were sent not realizing that there were 2 separate emails.  .i Printed it and showed to my inspector and he said that he could not tell if they were below specification. When I finally saw the 2nd email and show it to my inspector his response was that he would never pass those tires. I made the decision right , wrong or indifferent to reimburse the the customer .

  Customer Answer

  Date: 11/28/2023

  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:05/19/2023

  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.

  Credit was ran without my authorization. I was not in person, my information was not verified to run my credit, the voicemail that they have is a misinterpretation of what was actually said!!

  Business Response

  Date: 05/22/2023

  Hello ***************,

  I have looked into this complaint and saw that in May of 2022 a telephone conversation with sales rep ************************* and yourself . In the call I ********************* say that he had your credit application and wanted to know if it was ok for him to have someone look at credit info to see if we could secure financing for you. Your reply was yes.  He also asked about money as a down payment and if your husband was going to go on as a co buyer. Your answer to both questions was yes. 

  You had said that you would send him your husbands info. I did notice that the cell signal on the call was not the best and the voice was going in and out .

  **************** I can assure you that ****************** was only trying to assist you with securing an auto loan and would have not proceeded any further if you had said no don't look at my credit.

  Customer Answer

  Date: 06/01/2023

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