Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 4th I went to Casey Honda in Newport News and got service of oil change. Without me knowing they hit my car with their lift I never saw it until The next day. So I called immediately the next day and spoke to David ****** He's one of the mechanics and said to bring the car so they could look at it. So in that process they took pictures and did admit that it was done by their dealership and to get an estimate of my car problem and they would get back to me. Well since then I've been getting the runaround and nobody has called me but still admitting that they are in the wrong and I asked for a rental car because they said it may take a while I have how they plans and without my car this is a real problem and a dilemma that I should not go through

  

  Business response

  12/20/2024

  General Manager met with Mr. ***** we are giving him a loaner and fixing his car.

  We apologize for the misunderstanding 

  Thank you for your assistance with this matter

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mid September my 2015 bmw 428i x was towed to “Casey bmw” in Newport News for schedule maintenance. I was contacted later that week with an estimate that included maintenance and diagnostic cost at $**. Around the end of September “** ********* a service center employee I was assigned told me my car needed extensive work and that that price would cost me greatly but that no other shops would do it for the same price. I told him no I cannot afford it and do they have a payment plan. He sent me the email link for the payment plan which I did not get approved for. I called him back and told him I was not approved what was my next steps. He said either pay it or trade it in at a loss. I told him I cannot pay that amount and that I would trade it in for a car in there sales department. I got in contact with a salesman name Lloyd he set an appointment for a cla 45 Mercedes Benz. I met with him and he asked if I had a trade in. I explained that I had a vehicle in the service department getting looked at that I wanted to use a a trade in. He asked for the vehicle info to pull it up in his database. He could not find it and asked me what I was quoted for on the repair cost. I told him around ***. He ran the numbers and told me he doesn’t see any repair info or quote on my car and that he would have to get back to me at a different time to get the exact repair cost for the trade in. Later on that month aj ******** called me and asked if I talked with Lloyd about my decision I told him he needed to talk with you guys first. He proceeded to put me on hold and call Loyd. After speaking with Lloyd he seemed confused and told me to contact Lloyd right away and to call him back right after. I agreed and called Lloyd which he did not answer then I called Mr ******** and he did not answer as well. I then sent emails to Mr ******** asking about the information on my car or the trade in. He then tells me that I have to pay the 8k first because they started repairing my car without me.

  

  Business response

  12/09/2024

  The client approved repairs (according to time stamps in our system) on 9/25/24 at 3pm. Repairs took several weeks. Within a couple of days of work approval, Mr. ***** was in talks with the sales department about trading the vehicle.  Sales Manager Mr. ****** and Service Manager Mr. **** spoke to Mr. ***** together on 12/5, and he wants to trade his vehicle. Mr. ****** and Mr. ***** they agreed to get together this weekend (12/7-8/24 to discuss trading out of the vehicle into a new vehicle.

   

  Thank you for your assistance with this matter 

  Customer response

  12/12/2024

   
  Complaint: ********
  
  I am rejecting this response because: The business claims I approved the repairs which I did not. Even after this I am still being pulled back and forth they are taking their time while I still do not have a vehicle to go to work. I am requesting more than just my vehicle or a simple trade in at this point. They have jerked me around through this entire process while threatening me and not communicating with me about my vehicle. I spoke with a sales rep after my claim was brought to them and I’m still getting the same nonchalant treatment from them. I want my car back I don’t want to trade nothing in. I never approved work on my vehicle that I could not afford. They are now trying to put me into another lease and they are telling me that I can use my vehicle as a down payment since it’s fixed. But I just want my car back. I don’t want to do anymore business or future business with this place it’s just a scam. They approved the repairs themselves and expected me to pay for it. When I couldn’t they ignored me up until I put a claim in and now they are still doing nothing. Not responding to my communication attempts to keep me updated about things. I’ve spoken to the sales manager and service manager and have all recorded phone calls of them telling me the recent condition my car is in and how much it’s worth towards my down payment. But when I asked for my car back it seems I have to pay money for it which I cannot understand why. Now the current salesman isn’t responding during business hours which makes no sense. 
  
  Sincerely,
  
  Maliek *****

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2009 kia borrego wouldn't go into park after you drove it. I would have to put in neutral and start the vehicle and then put in park. Nothing else was wrong with it. On July 23, 2024 we took the vehicle to Casey auto in ******* ****. They kept for a week said it was fixed. We came to get and before we got out of the parking lot the vehicle shut off. That has never happened. Also they claimed they needed to put a new battery in because mine was smoking. Which it was working fine before it got there. Also the vehicle wouldn't go into park which was what they were suppose to fix. We paid ***** for that. The mechanic told my husband to stick a screw driver in the gear shift and it will work. Husband drove to Norfolk and the car shut off two more times. Got it home had to towe back to casey auto for **** on Sept 1. and they have had it since and we are going on 8 weeks. Never offered a rental said we could pay for one and get reimbursed but we don't have that kind of money husband on disability. We contacted the Kia complaint office have a case number no one is getting back to us. Now Casey auto wants us to get the vehicle and they said they would give us all of money except the **** for battery. Well I don't think that is fair they should give us all we spent to them and for the towing and they should pay for the car to be towed back to us since it's on worse shape than when we dropped it off. I called the Kia complaint office and tried to tell them what happened and no one wanted to help me. They just said they would send an email to my car worker and she would get back to me which she never does. Please we need help and I don't know what to do. we have not been treated fairly.

  

  Business response

  10/02/2024

  The customer has an olde* *** with high miles and Casey *** has made several attempts to repair shiftier system at the direction of Kia North America. 

  After 3 different attempts we were not able to repair the vehicle. 

  *** ***** ******* is not offering any support to the customer due to age and mileage of the car. 

  Due to the good faith the customer had in Casey **** they will be picking up the car and Casey *** will process a full refund in the amount of*******  and mail to the customer within 10-14 business days.
  
  Thank you for your assistance with this matter 

  Customer response

  10/03/2024

  They did finally after 8 weeks and me telling them I was getting a lawyer they decided to refund the money but not til then

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  April 30, 2024 I purchased a 2013 ******* ******** from Casey Chevrolet. May 6 the car went to Casey due to burning rubber smell & heat radiating from the tires after each ride. Casey replaced the brakes at no charge. July 14 the car broke down & the check engine light came on. I scheduled the first available appointment at Casey which was July 17. July 17 I dropped the car off at Casey for an oil change & in person communicated my additional concerns. While the car was in service, communication with Casey Chevrolet was poor and ineffective. I would call for an update and be transferred numerous times with no information. Casey Chevrolet then transferred my car to a Hyundai dealership. In the meanwhile I had no loaner car, as Casey allegedly had no cars available. August 9 I went in person to Casey. I spoke mainly with ****** (Sales Manager), who verbatim admitted fault. He said that obviously they wouldn’t knowingly sell a faulty car as that would cost the business more money than it would be worth, but nonetheless he stated I did not have the car for enough time or miles to cause the damages. Travis said Hyundai would likely need to replace the entire engine; which should be covered by my warranty but in the event it was not, Casey would cover the cost of the repair because it should not have happened. The visit on August 9 concluded with Travis transferring me t* ***** ***** (Service Department Manager) to receive a loaner. ***** ***** was unprofessional and difficult to work with & he claimed to have no loaner available. After an egregious amount of time talking to different people within the same organization I receive a loaner “from the reserves” on August 9 for a $*** *******. August 21 my car was ready to be picked up at Casey Chevrolet after 36 days in service. August 25 the car will not shift gears & is not drivable yet again. Given my experience, I am left to believe the car at the time of purchase was defective.

  

  Business response

  09/11/2024

  On April 30,2024 Casey Chevrolet sold *** ********* a 2013 ******* ********* On July 14th  the vehicles check engine light came on and he brought it on July 17. After inspection by our service technician the vehicle was sent to the Hyundai dealership where we were able to get the engine replaced with a new motor through Hyundai at no cost to him. We knew nothing about the current issue the vehicle is having until we received this *** *omplaint this week. General Manager of Casey Chevrolet spoke to *** ********* today and found out he had the vehicle towed here without our knowledge and he still has the keys to the vehicle. I explained to him that we will diagnose the issue and assured him it would be covered under warranty and that we would get him a loaner car provided to him at no charge, he told the General Manager he would drop off the keys around 3pm today, 9/11/24, and pickup the loaner. He was good with it and thanked the General Manager for assisting. We will correct the issue the vehicle is having and get him back in it as soon as possible.

  Thank you for your assistance with this matter 

  

  Business response

  09/17/2024

  We are going to reinspect this vehicle after the current repair under warranty to insure *** ********* has a reliable vehicle. 

   

  Thank you for your assistance with this matter 

  Customer response

  09/19/2024

   
  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. As long as I get a document stating everything is inspected and working properly.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 11, 2024. I brought my car into the Casey Chevrolet dealership on Jefferson Avenue in Newport News, Virginia to be put on the diagnostic machine to find out what problems are happening with my vehicle. When I got the report, I asked specifically about my transmission to which they said nothing was going on. I explained to the representative that I would get things done sporadically and proceeded to have the thing that they suggested should be done first. I made another appointment to have some of the other work done only to have my transmission slip before the second appointment. I reach out to the representative and told him that my transmission had slipped because my car wouldn't move only in drive 3. The representative told me that the car had to be put on another machine to check the transmission, which he did not tell me prior to me having work done on my car. I spoke with his supervisor and he said he'd get with the representative a get back with me to which he never did, so I reached out again and the original representative got on the line and said that he and his supervisor would call me back to which they never did. I came to the dealership and spoke with the representative supervisor in person to which he sis not remember our conversation. I asked him if I would need an attorney for the matter of being misled into spending money that I could have held off on had I gotten the information that I asked about, he told me in a rude way that I would need to get an attorney. I explained my situation to Mr* ****** ***** the head supervisor to which I met with the representative (*******, his supervisor and Mr* ****** *** ***** asked me to let the check my transmission and found it to be bad and he offered me a solution that I am unable to do because of all of the money I have and am continuing to spend due to me being misled. I am seeking for either money spent back, my car being repaired so I can drive it or money reimbursement for rentals.

  

  Business response

  05/31/2024

  ******* ******** had her 2008 Impala, with 273,512 miles on it,  towed in to Casey Chevrolet on March 11,2024, with the concern of no steering.  Diagnosis revealed a broken steering rack and the customer was provided a quote of **********  Mrs. ******** approved the repairs and the work was completed.   The customer returned to Casey Chevrolet with the vehicle on April 15, 2024  with the complaint that the vehicle would only move in low or third gear.  The vehicle was diagnosed and it was determined that it had an internal transmission failure.  The customer stated that she would never have done the steering work if she knew that the transmission was bad.   The steering work was done 35 days and 480 miles prior to the transmission failing.   While we were and are sympathetic to the situation, Casey Chevrolet would have no way of knowing that the transmission would unexpectedly fail a short time after the steering repairs were performed, and certainly not on a vehicle with ******* miles on it.    As a good faith gesture to the customer, Casey Chevrolet offered to have a used transmission installed in the vehicle at a discounted rate AND apply a credit to the those repair costs that equaled the amount that the customer spent on the steering repairs.
  The customer declined the offer and picked up her vehicle.

   

  Thank you for your assistance with this matter 

  Customer response

  06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because, The Casey Group is giving you false information. I did not have my vehicle towed to the dealership initially, I drove it there to be put on the diagnostic machine. When they called me about my diagnosis, they gave me a list of things that were wrong including the steering column and rack and pinion.  I then asked Jerrod if anything was going on with the transmission, he spoke with a mechanic and told me no. I then explained to him that I wasn't interested in purchasing a car at this time because I am trying to get qualified for a home,and I didn't want that to have an affect on that. I then told him what I would consider doing is get things from the list done slowly and I asked what is the major thing that needs to be fixed? He informed me that the steering column and rack and pinion were the two major things. I got those two things done,an oil change and an alignment done for ****** About two weeks later I was driving and the outlet tire rod came undone. I had already set another appointment to get some of the other things from the list done but when the tire rod malfunctioned,I called Jerrod after my mechanic repaired it and it wouldn't drive in the regular gear and said to him that he told me that my transmission was not slipping and at the moment he informed me that it had to go on another machine to check it, which he did not tell me the first time I had asked about it. I had the car towed in because I had already set an appointment.  When he called me after the second diagnosis he said that I  needed a new transmission. He and his supervisor gave me the run around for about two weeks, then I  went into the dealership to speak with ******** supervisors,supervisor.  I explained the situation and in that meeting it came to light that the transmission still hadn't been checked.  I was misled into spending money that I would not have spent, had I been given the proper information.  ******** supervisor was rude and didn't even remember our initial conversation. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 2023 I took my care in for oil change, etc. as I wanted to go on a road trip. Upon checking out, and speaking with the technician and the advisor, there were differing opinions as to whether it would be safe to drive with tires at a low tread depth. I proceeded to be safe than sorry and purchased 4 tires. With 1200 miles (never took the road trip....) I started hearing a noise. Thinking it was the tires, I dropped into an auto repair shop (April 10, 2024) and learned more than I anticipated. The tires were wearing because I needed shocks. Also, the noise was a wheel bearing. I contacted Casey (April 11, 2024) over the phone and in person, regarding the wheel bearing, the tire wear, and the shocks. I spoke to the General Manager. the Service Manager and the Advisor. Six weeks have gone by and there are still no repairs as agreed to. Explanations such as ordered parts came in wrong, the preferred technician was off that day, etc. I have been calling the Advisor, the Service Department main number, etc. and the phone gets hung up. I am in need of my car repaired as agreed to with General Manager. This is a safety issue.

  

  Business response

  05/31/2024

  General Manager Mr. **** ***** ** *** ****e and let her know we are replacing 4 tires

  Service Manager Mr. ****** *poke with her to set up an appointment to bring the vehicle in and she stated she would call when she could bring the vehicle back in to have the tires put on

  Mr* ******  provided her with an estimate for shocks and wheel bearings verbally and will be following up with an emailed estimate 

  
  Thank you for your assistance 

  

  Business response

  05/31/2024

  General Manager Mr. **** ***** ** *** ****e and let her know we are replacing 4 tires
  Service Manager Mr. ****** *poke with her to set up an appointment to bring the vehicle in and she stated she would call when she could bring the vehicle back in to have the tires put on
   Mr* ******  provided her with an estimate for shocks and wheel bearings verbally and will be following up with an emailed estimate 
  
  Thank you for your assistance 

  Customer response

  06/13/2024

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

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Where do I even begin? I bought a **** *** * one in November **** I brought the car for an oil change they ruined my oil pan made me wait a month to get my vehicle back then after I had my car back for two weeks my powertrain went so I brought the car back to the dealership only to be told that the parts weren’t warranty and I’d have to pay ***** The best they could do was take about $*** off and still make me wait a month to get my vehicle. I contacted *** ***** and ****** battles numerous times every day for three weeks. Neither one of them had the courage to call me back. it was so bad that my sales associate got wind of what was going on and contacted me but yet the managers there would not call a customer ever , then when I went there personally I was told that they were busy helping customers and they couldn’t come out to see me, all I want is reimbursement and I’ll tell you right now. I will never ever step foot in that place again nor will I recommend anybody to buy anything from a place that doesn’t care about its customers. It’s like black and white and all the reviews if they’re happy with one star reviews then you know you shouldn’t go there .

  

  Business response

  05/31/2024

  Casey Chevrolet General Manager spoke to **** ***** in reference to  his experience in our service department and based on his the details of what occurred, 

  We have agreed to reimburse him the ******** he was charged. He is very satisfied and stated he would update the complaint with the ***

   

  Thank you for your assistance with this matter

  Customer response

  06/03/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. Also, the owner reassured me that he will take the necessary steps to better improve his staff, and I appreciate him reaching out to me to resolve this matter. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sold my deceased brother’s vehicle to Casey Toyota and they have not paid me for the vehicle. Transaction took place on 4/15/2024, returned the license plates to the Toano *** Select office on the same day. Was told that the check would be ready for pick up on 4/17/2024, it was not. Told the manager that handled the transaction, ****** ***** that I was leaving Williamsburg the next morning. *** ***** assured me that he would overnight the check to me since I live *** miles away. Now *** ****** is telling me that they can not accept the way the title was signed over to them using my letter of qualifications granting me administrative rights, by the ** ******* ****** to act on my brother’s estate. Spoke with the VA *** and they assured me that selling the vehicle and signing over the title is completely legal and excepted by their department. Casey Toyota wants me to come back to the dealership and take the title to the VA *** and have the title transferred into my name then they will pay me for the vehicle. Otherwise I can come and pick the vehicle back up, which is an unexceptionable resolution, not only logistically but I have no license plates for the vehicle. If I have to make another trip to Williamsburg to resolve this issue I will but I would like to be guaranteed to receive payment of *****, the agreed amount, on the same day the transaction is completed again. But I am still confused why I need to transfer the title into my name when the VA *** doesn’t require me to and the Casey Toyota manger assured me that the documents I provided are acceptable. Thank you for your assistance.

  

  Business response

  05/08/2024

  
  
  Good afternoon

   It appears that this title work cannot be completed unless the customer produces us a title in her name and not in the deceased name according to our title clerks with ****  This has been conveyed to the customer who apparently now is out of state.  We have given the customer the option to pick up the vehicle until they are able to produce a valid title. We do apologize for the inconvenience this has caused

  
  Thank you for your assistance with this claim

   

   

  

  Business response

  05/14/2024

  General Manager of Casey Toyota spoke to Ms. ***** 5/13/24 and he will be assisting with trying to resolve the issue with *** with the paperwork we currently have. If this is not acceptable with *** we will contact Ms. ***** and let her know what the next steps will be

   

  Thank you for your assistance 

  Customer response

  05/24/2024

  Spoke with the GM of Casey Toyota last week and he confirmed with the VA *** that the title was signed off correctly. He was going to speak with the admin office manager and title clerk about submitting the paperwork then sending me payment for the ****** I have not received payment yet and was hoping to have this issue resolved by today. Please do not close this case and continue to help me resolve this matter. Thank you!

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1/23/2024 I purchased a new ****** ****** ******* **** ***** ****** This my third car from this dealership. After reviewing the coverages of the service contracts in the contract, I decided to cancel them. February 2, 2024 I went back to the dealership and requested cancellation of these. If cancelled in 60 days, a full refund will be issued. I gave the salesman copies of the three contracts and he provided me with a document to sign requesting cancellation. He verified mileage on the vehicle had me sign and date the form. These three contracts total ********** ******* for the key assist was neither disclosed to me nor itemized on the sales contract. An additiona* ******* for an additional fabric pro******* ******** *** ***** **** ******* ********* ** *** ******** ** *** ********* *** ******* ***** ** *** ******* *** ********* The sales figure was changed to ********* an increase o* ******** The ***** *** ***** **** and sales taxes were not itemized and obfuscated on the contract as a single delivered price for the vehicle. I tried to contact the salesman to try and work this out but received no return call. February 6, I sent an email to the sales manager Chris Lane outlining all of this. He promptly called me and apologized and assured me that I would be receiving ********* for the cancelled contracts $****** for the undisclosed fabric coverage and the $****** for the pricing error, for a total of $******* *n credits to ******** ***** ******e, stating the credits would take 2 - 3 weeks. Here it is now, March 5 and when I contacted the coverage company, I was told the coverages were not cancelled and still in effect. All supporting paperwork is available if needed.

  Customer response

  03/12/2024

  The morning of 3/11/2024 Mr. Lane from the dealership sent me an email that a check in the amount of $*** is being mailed to me today.

  With that, I now consider this matter successfully resolved. Thank you for this platform that allows for the resolution of matters deemed serious enough to pursue without resorting to legal means.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi i Purchased a Car from ***** **** This was a 2011 ********* ******** Grand Sport, the Experience has been nothing but a Scam from day 1, The Car deal is made 4/29/23 and i wire $***** Cash for the purchase on Monday 5/1/23, i get the run around for over a week from the Dealership on when the Car will be delivered to New York State 1****, after 10 days the Car is picked up shipped to NY, Upon arrival the windshield is broke with 2 big stone chips, 1 at the bottom middle and 1 at the driver face area,, i cant get the doors open from the outside as both door electronic button/switches are No good and have to climb thru the Hatch to enter Vehicle, I get the car started and runs terrible, bucking and popping with Engine light on for the ECM Module!! Both Rear Tires are Bald, How Did this Car Pass a Virginia Yearly Inspection?? We put it in the garage, then contact the Dealership to get more run around!!, then find out the car is not Registered or plated upon arrival to drive!! I call the Dealership again and more Run around and have emails from the Dealership telling me to drive it illegally and show the Police if stopped the Purchase contract, I stated the Car can't be drive that way and is Illegal, 2 days later i get a paper Temporary Plate good from 5/9/23-6/07/23 to drive the Vehicle, The Vehicle has been driven 64.1 Miles and can be confirmed , it dosent run right and i have a 2 year **** **** ********* this needs to be repaired, . The other issue the Car still dosent have Valid NYS Paperwork, No Title or Registration, No Valid State Transfer, the Temp Plate Expires 6/7/23 and then the Car is even more Worthless to me. I need to know who to contact to have Warranty and Service work done ASAP, and i need Proper Proof of Ownership Documents and Valid NYS Registration.

  

  Business response

  06/13/2023

  ***** *** has reached out to Mr* ****** and have taken care of the cost for the repair items mentioned in the above statement. The DMV paperwork has been sent to NY State for processing. As out of State paperwork does take longer, it is standard practice that an additional set of temporary plates are issued as needed. As of today 6/13/23 our accounting office has confirmed with NY State *** that they have completed the appropriate paperwork and sent back to the processing center and ***** *** is awaiting the return of that paperwork  from the processing center to send to the customer. As soon as it is received it will be overnighted to Mr* *******

  Thank you for your assistance with this matter

  Customer response

  06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,The Vehicle is being repaired at present, I still need and have asked the Dealership over 12 times for the proof of Warranty Documents for the 2 year***** ***** warranty, i have not received them and would like to have the official warranty information and how to contact them when needed??
  
  Sincerely,
  
  Michael ** ****

  

  Business response

  06/15/2023

  General Manager Shawn ***** and Finance Manager Michael ****** have sent a copy of the 2year/200,000 mile warranty to Mr* ****** today 6/15/23 along with a copy of his registration that arrived today as well. The original registration has been mailed and Mr* ****** should receive in a few days

  Thank you for your assistance 

*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. ↩