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:09/14/2023

  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.

  9/14/2023 Update. After, responding to there comment I contacted the company for a response. The new car sales manager stated the general manager will contact this was in mid august. I am still waiting for the General Manager to contact me and GM specialist on the complaint. At this time I can not recommended bringing your car to this dealership. I visited the service team twice. First time they were successfully able to diagnosis a faulty ECU and replaced it in a timely manner. Before, taking the vehicle to the dealership I tried multiple qualified third party vendors. The vendors stated take the car to the dealership because of there advance scanners, access to GM Engineers and flow charts. The second time I visited I dropped of car for diagnosis. When placing the car in reverse the car would display the following errors; traction control off, stability control off and check engine light. The car would sputter until you turn the car off and on. Dealership stated the vehicle needed the following; air intake cleaning, sparkplugs, wires, oil change and misc. others. When they called me I was hesitant and confirmed with reputable third party mechanics. Two Chevy specialist and one electrical engineer stating aint no way. The worse part they will not guarantee that this will solve the problem but run better. I stated I can remove the 3rd row seat and it will run more efficient. After, appealing to Bill he was mostly reasonable. He will honor the quote for repair and work with me further diagnosis. I needed the car and did not want to argue. Later I filled a complaint with GM customer service and we tried to contact ***** (Service Manager) and GM to avail. In my opinion you be better off at another dealership or better yet a 3rd part mechanic.

  Business Response

  Date: 09/21/2023

  To the BBB. Our Service Director ************************ reached out to the customer today September 21st in the morning. The customer will pass by our location on September 25th to go over it with our team and resolve the issue. Sincerely, Bomnin Customer Support Team. [email protected]

• Initial Complaint

  Date:02/22/2023

  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.

  *Buyer beware* Do not purchase a vehicle from this dealership unless you want to be scammed. We called Bomnin regarding the traverse we were interested in and specifically asked about redeeming our GM points before driving 4.5 hours to purchase. I provided everything needed to redeem my GM points. I had previously called GM to ensure I had everything I needed and the finance manager told me they couldn’t be redeemed so I called GM myself during the transaction but being that it was 9pm, their rewards specialist was no longer in. The finance manager never once called the dealer support number or even offered to call GM like he should have. He pressured us into continuing the sale telling me this was a GM issue and that I could call them and get it resolved later. I did just that and GM stated that I absolutely could redeem the points and the dealership would need to complete an after purchase redemption. I called the finance manager and relayed this to him. I then proceeded to complete a 3 way call where the after purchase redemption was completed and our points were redeemed. The finance manager said once he was back from vacation he would call me and the dealership would either be redoing the paperwork adjusting our purchase price or sending us a check for the redemption. This call was recorded and I have an email confirmation of the redemption. After not hearing from him, I called back and he was trying to tell me again I couldn’t redeem the points but the points have already been redeemed and removed from our account. At this point, the dealership has stolen $2,262.15 worth of GM points as the points have been credited to their dealership per my confirmation email. This resulted in another phone call with GM again telling Bomnin I can redeem the points and GM sent another email confirming the redemption. The finance manager and his supervisor asked me to forward that email so they had written proof and they would get a check sent to me. I immediately sent everything to them as asked but two hours later I was again being told they can’t send me a check. They shared their GM guidelines, which state “There may be special circumstances where a check is requested by a GM card customer after the vehicle has been delivered. It is up to the dealer to issue the check to the customer after calling the dealer hotline and holding for a GM Cardmember services specialist to get prior authorization. GM will reimburse the dealer through the normal application process.” and “Any disputes between the customer and delaer arising from the misunderstanding or ambiguities regarding disposition of the customer incentive payment…will be settled in favor of the customer.” At this point, we’ve been going back and forth for over a month, our loan has accrued unnecessary interest as we have been waiting to hear from Bomnin as to whether we are having our purchase price adjusted or receiving a check, our points have been stolen, and we still have gotten nowhere. On top of this, I was eligible for the healthcare discount GM offers. I have worked as a regathered nurse for 8 years. I brought everything I needed per the GM website with me to purchase the vehicle. The website states a badge showing your status as a healthcare worker OR a pay stub from the last 30 days will suffice. I brought my nursing badge as well as proof of my active nursing license (which you legally need to practice). The dealership told me this isn’t good enough and that I needed both a badge and a pay stub. Obviously being 4.5 hours away from home, I didn’t have access to this, nor was it needed per GM requirements. The last straw was calling the dealership four days before our temporary tags expired to let them know we had not received our new tags. We were assured this would all be taken care of by them and was included in all of the fees we paid. They stated they had just filed the registration FOUR DAYS BEFORE EXPIRATION. Obviously that will not get us our new tags before expiration. They stated they would overnight us new temporary tags while we waited for registration to be completed. It’s been six days and we still don’t have the new temporary tags we were promised. We let them know this is our only mode of transportation and now we cannot drive because we have expired tags. We’ve been lied to, deceived, and misled and it is all in writing and recorded. We wouldn’t even be in this position if the finance manager had handled the transaction appropriately in the first place. A customer should not suffer at the incompetence of a business’s employee. I have been trying to give the dealership itself the benefit of the doubt and have been working for a month to resolve this before escalating but we have gotten nowhere. Save yourself the hassle and do not purchase a vehicle here.

  Business Response

  Date: 03/01/2023

  Dear ******************************* and BBB,
  We are sorry to hear about the negative experience you had with our dealership. We take customer service seriously and we apologize for any frustration or inconvenience caused by the handling of your GM points redemption, the misunderstanding of the requirements for the healthcare worker discount, and the delay in receiving your temporary tags.
  Please allow us to clarify a few points. At the time of your purchase, we advised you that GM had changed the rules for dealers to be compensated, and we encouraged you to pursue an after-sale reimbursement of the rewards. We apologize if this was not made clear during the sales process. Additionally, we are glad to hear that you were able to redeem your GM points after calling the dealer support number and completing the after-purchase redemption process.
  Regarding the healthcare worker discount, we value your hard work as a nurse, and we applied the rebate you were entitled to. However, we also need to fulfill the requirements that the manufacturer requires to complete the rebate process. We apologize if there was any misunderstanding regarding the necessary documentation, and we will do our best to ensure that this is communicated clearly in the future.
  We also want to address your concern about the loan interest. We would like to clarify that the loan has not accrued any additional interest since you have not made a payment, and no changes have been made to the original terms.
  Finally, we are glad to inform you that the temporary tags have been sent to you already. We apologize for the delay, as it took some time to clarify your reward claims.
  Again, we apologize for your experience with our dealership. We take your feedback seriously and we are committed to creating a better experience for our customers. Please do not hesitate to contact us if you have any further concerns or questions.
  

  Sincerely,
  *****************************
  General Sales Manager 
  Bomnin Chevrolet Manassas

  Customer Answer

  Date: 03/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I'm not sure who **** spoke to at the dealership but no one at the dealership told me to contact GM. I did that of my own volition after the dealership attempted to blame GM for not being able to redeem the points during the purchase. I had multiple three way calls with GM and Bomnin, where our points were redeemed but Bomnin has refused to reimburse us for the points. I’ve attached screenshots showing the redemption, as well the terms GM provides to its dealerships stating the dealer is responsible for cutting a check to the customer for an after purchase redemption, as well as Bomnin’s refusal to reimburse us for the points after stating they would and GM directed them to on a recorded call.  Again - we wouldn’t have been here if the points had been redeemed correctly during the purchase. We would have never purchased the vehicle from this dealership if we had known the points couldn’t be used. We were in communications with multiple dealerships and would have went elsewhere if we had not been coerced into completing this transaction. We were told the points could be used toward the purchase before we drove 4.5 hours one way to purchase the vehicle. 
  
  Attached you will find my badge, a copy of my active nursing license, as well as the GM rules for the healthcare discount. I also provided the authorization number I received. This was all given to the dealership during the sale. As you can see, everything required was provided. We did not receive the healthcare discount as stated in the response, as shown by the attached copy of our purchase. 
  
  Further, this is a simple interest loan, which means interest accrues DAILY for each day the balance of the loan goes unpaid, as you can see from the loan terms that I’ve attached a screenshot of. While we waited for almost two months for Bomnin to attempt to resolve the rewards redemption issue, the loan continued to accrue interest. In addition, the loan would have been $2.262.15 less had the points been redeemed during the purchase like we wanted.  
  
  All of our calls with GM and Bomnin are recorded if the dealership would like to listen to them. GM has made it clear that the points can be redeemed and it’s the dealership’s responsibility to reimburse the customer after a redemption. It’s extremely frustrating that we are still going in circles with this dealership, as opposed to them taking responsibility for their error and making a good faith effort to fix the issue. Clearly customer service is not a priority.

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

  Business Response

  Date: 03/13/2023

  Dear ****************,
  Thank you for reaching out to us regarding your recent experience at our dealership. We appreciate your time and effort in sharing your concerns with us.
  Regarding your statement that the dealership did not tell you to contact GM, we would like to clarify that during the time of delivery, we informed you that we were not sure if the points would be redeemable, and hence, we did not complete the transaction and contract including them. We also advised you that we would contact GM in the next few days to confirm whether they could be used. Once we received confirmation that the points could not be used in your transaction because you did not reside in the same address as the sponsor, we proceeded to credit the points transaction. We were informed by the rewards headquarters that your points were returned to the account, but it might take time to appear in your statement, and you might have to wait until the next statement. At this time, you can confirm with your account that the points have been credited.
  Regarding your healthcare discount claim, the program clearly states that "a copy of a valid employee ID/badge or a copy of the customer's current (within the last 30 days) paystub with all information redacted except the date of the paystub, name of customer (payee), and name of employer (payer) must be retained in the deal file." It is important to note that you stated in your credit application that you work as a marketing compliance for Greenlight and not the company shown on the badge, making the incentive ineligible since you could not provide proof that you are active in your nursing profession and unable to provide a paystub.
  Regarding your statement that the loan continued to accrue interest while we were resolving the rewards redemption issue, we would like to clarify that interest accrues daily on all simple interest loans, regardless of whether a payment has been made or not. Additionally, our original agreement was that if the points and nursing incentives were verified, we would gladly recontract to reflect them in the loan. But since neither of them were valid, the original contract was, therefore, the final contract.
  We appreciate your hard work as a nurse and would have been glad and willing to apply the rebate you were entitled to, but we also need to fulfill the requirements that the manufacturer requires to complete the rebate process. We regret any frustration or inconvenience you may have experienced, but we stand behind our decision to follow the program's eligibility requirements.
  Thank you for your understanding, and we hope this information clarifies any misunderstandings.
  Based on our findings there will be no further actions, fulfillments or resolutions offered to ***************. Bomnin Chevrolet considers the matter closed.
  Sincerely,
  Bomnin Management Team

• Initial Complaint

  Date:02/13/2023

  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.

  Bought a new ******** from Bonmin Chevy Manassas. We told Bonmin’s Finance Manager, **** ******, we are military, lived in VA for 22yrs, moving to MT & want it titled/registered there. **** stated, “We do out-of-state all the time.” **** prep’d the papers & offered us an AutoCare plan of 14 oil/filter changes; we asked does this plan apply in MT; he stated yes, at all authorized Chevy dealers; we proceeded & secured the plan for $1951.85. On 6/13/22, in MT, we scheduled our oil/filter change, with an electrical issue at a certified Chevy dealer. Went to pick up the vehicle, plan & warranty were not accepted; paid $223.59 to recover our vehicle. The Dealer wouldn’t accept Bonmins plan sold in VA nor the warranty. We paid/started a dialogue w/**** (E-mails). After 6 months, we received $49.92 (8 quarts of oil), but not a $6.42 filter +$28.95 service charge. We didn’t get a $135.00 reimbursement for warranty services. We called/E-mailed **** never takes a call, nor did *** ******* when asking for the $173.67; voice/E-mails have been left, but nothing has been heard back. Bonmin’s purported nationwide Auto Care & Extended Warranty plans **** marketed to us (**** did get a commission) do not appear to align with the selling points of nationwide use as presented at the time of sale. **** fully understood that our new vehicle would be titled in MT. We contacted GM’s Customer Service on 12/13/22 and soon thereafter it was closed out stating: “This is an internal matter and deals with finances; we cannot discuss it with you; you have to address this with the dealer.” We seek full reimbursement for the misrepresented Auto Care plan. We have all the Emails, **** misled us and misrepresented the Auto Care plan, and we seek the full amount of $1951.85 to cover 14 services that, in good faith, we procured. We also seek the delta of the electrical warranty work for $173.67 for a total of $2125.52. Bonmins tagline is: Committed to Excellence, which appears to be in dispute.

  Business Response

  Date: 02/28/2023

  Dear BBB and ******************,
  We would like to express our sincerest apologies for any misunderstanding that occurred regarding the correct procedure for using the maintenance plan outside of our area. It is not our intention to mislead our customers, and we deeply regret any inconvenience or frustration that this situation may have caused.
  After carefully reviewing your case, we understand that our Finance Manager, *********************, had assured you that the AutoCare plan would apply in MT at all authorized Chevy dealers. However, when you went to redeem the plan, it was not accepted by the dealership, and you were forced to pay for the service out of pocket. We acknowledge that this was an unacceptable experience for you, and we take full responsibility for the misinformation that was provided to you. There is a special line for customers through **** to request direct payment to dealers even if they choose not to accept the plan, and again we apologize for not providing that information to you at the time you requested payment.
  We understand that you are seeking a full refund of $1951.85 for the Auto Care plan, and we would like to assure you that we will process this refund immediately. Additionally, we have noted your request to cancel the AutoCare plan, and we will require the original date you requested the cancellation and the mileage of the vehicle at that time to process the cancellation. Once we receive this information, we will cancel the plan and issue a refund for any unused services. Additionally, we have contacted **** and they process and send you a refund for $35.37 for the service charge and filter. **** needs more information for them to reimburse the $135 under the warranty work. If they can get a detailed description from the dealer that did the work about what was done, they can email the information and proof of payment to ***@****.com for reimbursement. All they have on file now is a diagnostic charge for $135 with no description for what was repaired.
  We appreciate your understanding as we work to resolve this matter to your satisfaction. Please do not hesitate to contact us if you have any further concerns or questions.
  Thank you for your understanding.

  
  *****************************
  General Sales Manager
  Bomnin Chevrolet Manassas

  Customer Answer

  Date: 04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: **** ******* <*******@***.com>
  Date: Mon, Apr 17, 2023 at 1:50 PM
  Subject: PENDING RESOLUTION ID # ********- Bomnin Chevrolet Manassas
  To: [email protected] <[email protected]>
  Cc: ***** ******* <*************@***.com>
  

  
  

  Dear Dispute Resolution Team,

  
  

  Thank you for taking my call.  We have repeatedly contacted Bonmin representatives to provide whatever information they need, yet they still haven't responded.

  
  

  Please do not favorably close this case; please intervene.

  
  

  v/r

  **** and ***** *******

  
  

  We applogize on the delay as your email was found in spam.

  
  Regards,
  
  ***** *******  
  

  Business Response

  Date: 04/19/2023

  To the BBB. On 4/17 our team emailed the customer a copy of the check requesting him to fill out a blank cancellation form. On 4/18 the customer responded with the cancellation form and we sent the check. The customer wanted the maintenance cancelled, he is receiving the full amount back. Sincerely, Bomnin Customer Support Team. [email protected]

• Initial Complaint

  Date:12/14/2022

  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 bought a 2015 ********* *** ** from this dealership September 8th 2022. Truck came with a 4 month 4,000 mile warranty which ever came first. Got the truck and everything was running good until November 15th. Truck was hesitating and didn’t have any power at all. Check engine light was flashing. Immediately pulled over and had the truck towed to the dealership.They looked at it on November 16th 2002, I got a call from a guy named **** and he said there was nothing wrong with the truck. I picked it up later that day (November 16th) after work. Sat and talked to ******* and their engine guy just to find out that the engine guy didn’t even look at the truck. It was the Used Cars Sale Manager that was diagnosed the truck. Not even 10 minutes after leaving the dealership the check engine light cuts on. I run to autozone and get it scanned. Got the code ***** which indicates that the catalytic converter is not functioning efficiently, therefore increasing the output of harmful pollutants by the vehicle. Had to bring it back the next day because the dealership was closed. Was told it was the fuel pump. Said okay, the dealership had ordered the part which got here in a week, but had to wait another week because they couldn’t get me in to fix it until 12/7. I dropped the truck off the night before (12/6). I got the truck back 12/9. Drove it back from Manassas to my job in Woodbridge which is 12 miles from the dealership. I had went on lunch and the truck engine light came on again….. Got off and ran to ******** to get it scanned again and it came up with the same code again. *****. I felt like I was sold a Lemon and the truck wasn’t fully 100% when they sold it. I paid for warranty and got it fixed through the Chevrolet Dealership just for it to have the same problem that I brought it in for. It’s been over a month I’ve been dealing with this issue. Either fix the problem or I’d gladly exchange for another Silverado or buy it back we can both go our separate ways.

  Business Response

  Date: 01/13/2023

  Dear BBB, 
  Thank you for bringing this complaint to our attention. We apologize for any inconvenience our dealership service may have caused *** ****** *****. We take all customer complaints seriously and strive to provide the highest level of service and repair. 
  I am pleased to inform you that the issues brought up in the complaint have been fully resolved to the satisfaction of *** ****** *****. We have thoroughly investigated the matter and have taken the necessary steps to ensure that similar issues do not occur in the future. 
  As of the current date, *** ****** ***** has reported that they are satisfied with the repairs and service provided by our dealership. We value our customers and are committed to providing them with the best possible service and experience. 
  Please let us know if there is anything else we can do to assist you or the customer in this matter. 
  Sincerely, 
  Ivan M********* Sales Manager 
  Bomnin Chevrolet 
  
  

• Initial Complaint

  Date:07/14/2022

  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 purchased a 2015 Chevy ******** from this company February 15, 2022. When I purchased a vehicle I purchased an extended warranty as well from them. I decided to cancel the extended warranty on April 15, 2022. The extended warranty canceled my contract with them effective April 18, 2022. They issued a refund back to Bomnin Chevrolet on May 5, 2022. Bomnin Chevrolet has yet to send my refund back to my extended warranty company and it’s been almost 3 months . I have contacted this company so many times and left several messages for the finance director whom you can never speak with and he never returns phone calls. I would like for my refund to be sent to my finance company as soon as possible because I am paying more interest on my vehicle due to an extended warranty that has been canceled . I have a new extended warranty company because they were offering me more benefits and in June I had to get my transmission replaced and I had less than 3000 miles on this truck since I purchased it. I am just looking for my refund to be issued to my finance company.

  Business Response

  Date: 07/18/2022

  We confirmed ****************** cancelled the products with the warranty company. Our team received recently the back up documents and the check is being sent out to *********** today. Our team got in touch with ****************** to keep him posted. Sincerely, Bomnin Customer Support Team. [email protected]