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:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2017 GMC ****** SLE 1500 from them on 10/24. I didnt even put ***** miles on it before I had to drive to ******** for emergency family reasons. I started driving on 11/20. Taking breaks regularly, and stopping at hotels to sleep. The truck left me stranded in the middle of nowhere in ************. I had to pay for a hotel, to get all of this sorted out. I paid $350 for a tow, to the nearest Chevrolet dealership, and had them do a diagnosis. Then, I had to pay $***** to get a U-haul, because it was the only rental vehicle available in the area so I could complete my travel. My truck has been waiting at that dealership for 3 weeks now, waiting for the transmission replacement (under MY extended warranty). This should not even be under my warranty, as I was told when I bought it they have a 6 month/6,000 mile warranty with any sale. I called them, and spoke to the sales manager. I asked for compensation on my towing and the U-haul I had to pay for, and I was told to call the company I bought an extended warranty from. They have not helped me at all and just push it off to my extended warranty, but it should all be covered by Dwayne Lanes Chevrolet. This has displaced me from work for 3 weeks now, and has severely affected my life. I have a 3 month old daughter and cannot be missing work like this. On top of all of that, I now have to find a ride from ******** to ************, so I can pick my truck up. I feel like they could at the BARE MINIMUM, ship my vehicle to me.

  Business Response

  Date: 12/22/2024

  ***** at the dealership got in touch with the customer, and worked with him to come up with a satisfactory outcome for the customer. He advised us that he was happy and planned to close his complaint. Thank you and we appreciate the customers business.

   

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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.

  I purchased a 2021 with under ****** miles on 8-25. When I test drove the car, it was dirty with dog hair, dried fluids, stains, and scratches on outside. The salesman claimed they hadnt detail it yet and that theyd provide full detail inside and out as part of sales agreement. It was approved by manager, and included in the sales agreement paperwork. The salesman reassured me the detail would includebuff the scratches and get all the dog hair out. I scheduled the detail and When I picked it up, there was still dog hair, stains, dried fluids and even still a mint under the seat (was NOT detailed). The shallow scratches on the outside hadnt been buffed out (not detailed). I complained so the salesman spent ***** minutes vacuuming and cleaned mint and said call him if not satisfied (it was closing time). I called next day to schedule the full detail inside & out that was part of sales agreement. No response, so called sales manager a couple days later. He asked me what services are supposed to be done in a full detail and said they dont have detailers on-site; it would have to be sent to there 3rd party. ****************** scheduled that and the trailer wiring harness (also part of sales agreement) for the next week. They had my car for 4 business days and when I picked it up, it still hadnt been detailed, despite the service *** stating it was completed. There was no paperwork for me to sign off but they said the car was ready to be picked up. It was closing time with limited staff so I called other sales manager. Sales didnt return calls. The Service person was back in office 2 days later so I called her. She would not disclose if FULL DETAIL INSIDE AND OUT was included in the service order without talking to sales staff to confirm sales agreement. She had been working on the service order and told me, prior to pickup, that the detail was complete, but now would not disclose. sales agreement has not been completed after 2 detail appointments.

  Business Response

  Date: 09/25/2024

  We have reached out to the dertail company and ****** ******** about the detail issue..   We have also connected the detail company with ****** so she can let them know exactly what she wants done.  They have a appointment next week to take her Passport in and have them do a full Detail on it.    

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22331316
  
  I am rejecting this response because:

  You did not reach out to me. I had to call repeatedly and you never returned my calls along the way. The third party detail company reached out to me and the interior detail was completed yesterday but theres still dog hair. The exterior detail with buffing of scratches, could not be completed because my car has ceramic coating and your dealership staff attempted to buff it themselves, ruining my paint job. Ive notified the ** ***** about ruined paint job and he says **** will reach out to me with remedy. No response yet. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/16/2024

  **** has been in communication, and we picked up the vehicle 10/14 and are getting the issues with the paint on the rear passenger door and rear bumper sill taken care of first. Then we will address the other concerns the customer has, we appreciate there business and hope to get this handled for them in a timely manner. 

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22331316
  
  I am rejecting this response for now because: **** has been in contact, they do currently have my car and I appreciate their efforts this time, but I will not accept the response until I actually see my car and confirm the work has been done. I wont have it back within 7 days of this notice, so I have to reject the response in the meantime. I will post an update when I can confirm the work is completed. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 11/01/2024

  I sent this message to BBB via email on 10-22:
  ?Hello,
  I got my car back from Dwayne Lanes this evening. They completed the services requested in my complaint and repainted the areas of my car that were damaged by aggressive buffing.  The sales manager, ****, personally drove the car to my house (45 minutes from dealership) and picked up my loaner car. I appreciate the time and effort they put into resolving my dispute this time. **** reached out to me, scheduled the work to make this right, and kept me updated along the way. I didnt have to call repeatedly, leave messages, or wait for responses, and I appreciate that. 
  Thank you for your time, help, and effort.
  ****** ********

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair 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.

  On 9/7/2024 I went to Dwayne lanes and purchased a 2024 ***** Silverado RST with the z71 black package for ****** dollars. I paid $20,000 cash to make my payments better. the truck was at another dealership with 0 miles on it in eastern ********************. Dwayne lanes sent a transporter to drive the truck here to Arlington wa. I picked the truck up in Arlington wa on 9/10/2024. It then had 130 miles on it. I drove the truck for two days and on the morning of 9/12/2024 driving the 8 miles to take my daughter to school the truck went into limp mode. I then called Dwayne lanes and they had me give them the truck back. Thursday by noon they said injectors were bad and they were ordering the part overnight. Monday 9/16/2024 they said they just got the part and were pulling it in to work on it. Tuesday 9/17/2024 I got a text stating they were working on it and it would be ready. Still nothing happened 9/17 I was told its taking longer than usual and I drove by and saw my truck had not moved from the front lot. I contacted the dealership again and they said they hadnt started working on it because one tech was out. So basically I was lied to. I paid 65k for a truck to own it for two days. This is neglect on the dealerships part for not running full diagnostics and on Chevrolet as well. This needs to be made right. My truck needs fixed and I want an extra warranty, I want compensation for money off my loan. This is unacceptable on a brand new car that had 0 miles at purchase.

  Business Response

  Date: 09/26/2024

  We reached out to the customer who we understood to be happy with the vehicle we had sold him a few days prior to receiving this complaint. He did have an issue with the vehicle and we had it in our shop to be fixed as quick as we could. The customer let us know the complaint was submitted in error against us and has told us he made an attempt to redact his initial complaint against the dealership when we last talked to him. The complaint was intended to be made towards ************** to see if they could provide any help or compensation for the inconvenience of there brand new vehicle having an issue so soon after purchase. From our last conversation he is happy with the service we provided in the sale of the vehicle and getting it fixed in a timely manner, and we at the dealership appreciate there business and patience through the process.

   

  Thank you 

  Customer Answer

  Date: 09/26/2024

   
  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.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my ***** Silverado into Dwayne lanes because I heard great things about them. The issue I was having with my rig was, I lost all brake lights.I took my rig into ********************* so they can fix my brake lights, thinking it was going to be done in a week, a little over two months later, and a unhappy customer I get my truck back.During the two months of them having my vehicle, we had communication on what it could, and couldnt be that was causing my brake lights not to work. ***** from services contacted me and said we would like to remove your aftermarket alarm and automatic start system because we think that is it. He told me he did not like how it was wired from the place that did it so I gave him permission to take the system out, thinking that was the issue. At least he had me convinced it was.After them taking the system out, I still never got my truck back. I think it was a little over a month after they took my aftermarket equipment out that I finally got my truck back so Im pretty convinced that my aftermarket equipment was not the issue. I had that aftermarket system in my rig for four years before this issue Occurred with my truck and never once did I have an issue with it .After a long two months, I finally got my rig back. I go in to pay them and what they told me made sense, but was not a happy customer.*****, the service rep told me there was a short on my wiring harness and that it had nothing to do with my aftermarket alarm and automatic start system. And at that time I knew they took the system out and that I was going to pay to get it reinstalled. I also noticed they cut my wires to my aftermarket mirrors and then tucked them away. I brought this to Jasons attention when I picked up the vehicle and he offered to take some money off to make it right but I dont think it will ever be right what they did to my vehicle and how I got it back .Something different Going back to the aftermarket alarm system and automatic start . After contacting the company that installed my aftermarket alarm and automatic start system, they said it would be around $495 to get it reinstalled. At that moment I knew I was not responsible for that and that ********************* was. They told me that , the issue with my brake lights had nothing to do with my aftermarket stuff, and that it was a short on a wiring harness. But what they put on the receipt was something totally different, and I think it was to cover themselves.. they had my truck for a little over two months with not a lot to show and I think on the very end it cost me $3700. After Dwayne lanes returning my I contacted ***** regarding Dwayne lanes, paying to get my aftermarket equipment reinstalled and they declined. I then contacted the service manager at ***** lanes and he declined at that point. I just had enough and didnt know what else to do, all I knew is, I was not responsible to pay to get my equipment reinstalled. At this time I was thinking about taking them to court and letting a judge decide, but I thought Id give them one more opportunity to make things right, I left a review on ******* I noticed that the owner would reply on the reviews that people left so I thought for sure this would be settled appropriately. But it never came and I go on there every now and then just to check. . And I still have not taken them to court mainly because I dont have the time or the money to do so..The conclusion of all this is, I think *********************** is responsible for the bill of getting my aftermarket equipment reinstalled.

  Business Response

  Date: 04/19/2023

  Customer brought truck in for Several different electrical problems and after checking several computers and electrical problems we told him it needed a Body Control Module (BCM) Then he told us he just had it replaced at another dealership and they could not program it and  he had a aftermarket alarm and other aftermarket items wired in to his factory wiring harness. After pulling the console and part of the dash we called the customer and told him That the factory wiring has been cut and spliced as you can see attached picture and that we needed to remove the aftermarket alarm and wiring do to the connectors and wiring not making good contact and that we could not install the aftermarket alarm etc. back into his truck. He Ok'd all the work and after truck was done and picked up he then said the people that installed the after market items said nothing was wrong with the wiring. He never once said the truck was still acting up he just wants us to put all the alarm or pay to have it put back in the truck when it was causing all his problems. If I can be of any other help please let me know Thanks.      
  
  
  

  Customer Answer

  Date: 05/01/2023

  I ended up missing my response time within the seven days. I am not done trying to resolve this matter. I have a letter from the business that installed my aftermarket electronics that Dwayne lanes is saying caused the issue. It should help clarify that my aftermarket gear had nothing to do with the electrical issue. I was having with my pick up truck.

  Business Response

  Date: 05/16/2023

  First of all this was closed  back in the end of April according to the BBB.  Bellow is what we wrote the first time and I will add a picture to show why the wiring was a issue as well.  
  
   
  
  Customer brought truck in for Several different electrical problems and after checking several computers and electrical problems we told him it needed a Body Control Module (BCM) Then he told us he just had it replaced at another dealership and they could not program it and  he had a aftermarket alarm and other aftermarket items wired in to his factory wiring harness. After pulling the console and part of the dash we called the customer and told him That the factory wiring has been cut and spliced as you can see attached picture and that we needed to remove the aftermarket alarm and wiring do to the connectors and wiring not making good contact and that we could not install the aftermarket alarm etc. back into his truck. He Ok'd all the work and after truck was done and picked up he then said the people that installed the after market items said nothing was wrong with the wiring. He never once said the truck was still acting up he just wants us to put all the alarm or pay to have it put back in the truck when it was causing all his problems. If I can be of any other help please let me know Thanks.

  Customer Answer

  Date: 05/17/2023

  Better Business Bureau / Dwayne lanes:
  
  Hello again.
  Im happy that you responded back to me and gave me another chance to explain. I have hear attached, an email from mobile music, where my aftermarket automatic start and alarm system was installed. That should clarify everything. And I would like to also respond by saying I only brought my rig into your facility for one reason and one reason only because it did not have any brake lights, so Im not sure why youre saying I brought my rig in for a many electrical issues. That statement is totally untrue, so at this point, since you have the statement from mobile music, therefore, in my right mind, you are responsible for the reinstallation. 
  
  Another thing I would like to add, is your technician that worked on my truck did not know what he was doing and that statement is based off the conversation Ive had with mobile music and can we also not forget the wires he cut and try to hide from me that went to my mirrors. ***** in services made it right by taking. I think it was $100 off dont quote me on that but the point is those wires had nothing to do with my brake lights and he still cut them and did not reinstall them. he left them off, so after all that said, and done , you have got to look at the big picture and realize that you are responsible and just do the right thing.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/01/2023

  We have to go by what ************** says since he is a GM certified world class technician and we have sent a picture along with our explanation.  The Customer approved the repair before any work was performed on the Vehicle and also told the customer that we would not reinstall the equipment before we started the work .  

  We still stand our decision on this mater.   

   

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 19953454
  
  I am rejecting this response because:

  This is outrageous. You have mobile musics testimony on their installment and it has nothing to do with the brake lights. I think your technician needs to get re-trained and you might need better training in customer service and I hope the owner learns a valuable ******* They will never get my service again. Why is this so hard for you to comprehend that your technician is wrong? 
  
  
  Sincerely,
  
  ***************************