Complaints

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

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  Jet Chevrolet

  35700 Enchanted Pkwy S Federal Way, WA 98003-8313

• 

  Jet Chevrolet

  PO Box 4986 Federal Way, WA 98063-4986

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:07/29/2024

  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.

  I bought a 2013 ******************* from Jet Chevrolet in 2016. I took it in for an oil change one day in December of 2018. I was told that I had a broken gasket cover. I had it replaced. It broke again the very next year, after an oil change. I took it into the dealership, and they replaced it. About a couple of weeks later my sensor belt broke. They said that it was unrelated and that oil had spilled all over it an cause it to snap. I had to pay for it. I did this. A few weeks after getting my car back, it ran hot. The thermostat was now broken. I took it in and paid for it to be replaced. At this point I was down over $2000.00 and my Christmas was ruined. Since then I've been back to them for the same, or related problem (car running hot) 4 or 5 more times, and each time they keep telling me that they think that the issue is unrelated, and I will have to pay for it. This includes the last time that I took the car up there for a fan replacement. When they tried to tell me that replacing that part would cost me around $700- $800, I told them that I took the car to another mechanic and had proof that it was related, and they quickly told me "We talked to our manager for you, and we're going to fix it for free for you" (as if this was my fault). My car was at the dealership again, for 2 1/2 weeks, and I got it back Wednesday 11/17/21, and on Friday 11/19/21 the engine light came on. The first thing they said was "It sounds unrelated". I took it in, and they said their records show nothing wrong with the car, so they cleared the code. On 11/23/21 the engine light came back on. Supposedly they fixed it, again, and since then the radiator broke a week after an oil change. the Sensor belt, radiator again, a tire, one of the motor mounts was taken out, and now my coolant, and oil has mixed together and a head gasket blew. I've only put ****** miles on the car in 8 years. They've taken thousands of dollars from me in repairs, and now they're telling me I need a whole new engine.

  Business Response

  Date: 07/30/2024

  Hello ******,

  I trust this message finds you well. I am reaching out to offer my sincere apologies for the challenges you have faced with your vehicle during your visits to our dealership. I understand the frustration and inconvenience you have experienced, particularly with the time spent here before our change in ownership.
  
  It is important to note that many of the issues you encountered were a result of the previous ownership, and we acknowledge the impact this has had on your experience with us. However, I want to assure you that we are fully committed to making the situation right and providing you with the exceptional service you deserve.
  
  Since the change in ownership, we have implemented significant improvements in our processes and services to better serve our valued customers. Our team is dedicated to addressing the issues with your vehicle promptly and effectively, with the goal of getting you back on the road as soon as possible.

  Sincerely,

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

  General Manager

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22062505
  
  I am rejecting this response because:

  Just as expected, they will not take responsibility for their own actions. The whole reason for this complaint is to reiterate the fact that no matter that the maintenance team before was dishonest and breaking things on my car, but it didn't stop when this new team arrived. 

  I new it was a big red flag that all of their loaner cars are ALWAYS out, and the waiting room for service is always occupied mostly with repairs. That in itself says a lot about a car dealership. 

  They are telling me that even though the mechanics at Jet were wrecking my car then, they have nothing to do with it, even though this new team has been doing the same thing. Continuing the sabotage. 

  Both oil changes since this team has arrived has lead me to car repairs that weren't needed before the oil change. 

   At least half a dozen mechanics that I've shown the videos, and explained this situation to, believe that unfortunately, they will not admit that this (that actually could've been avoided), is on them, and one of their people screwed up. Leaving me to believe that it was (once again) done on purpose, for money.  

  It's funny to my how I was told that they car was in peak condition until it was time for an oil change, and then my car was said to be suffering from normal wear and tear. 

  I've only put around ****** miles on that car in 7 years when most other people put around ****** miles on a car in a year. So, NO!! It's not wear and tear. 

  This is wrong, and they know it!! I'm done with these businesses taking advantage of people. Especially these mechanics, and car dealerships that take advantage of women like me. Just because I don't know how to fix a car, or the terminology that you use doesn't give you the right to take advantage! This has been ongoing since 2016, and for some reason they feel they should be immune to consequences because they are a big business, and I'm just some random woman that happened to purchase and pay off a car from them. Unfortunately, during that time, I've been in and out of the dealership over 3 dozen times!! And every new team of mechanics wants to tell me that what the last team did is of no concern to them, even though they're doing the same thing!!!! 

  Dude!!!! You're asking me to pay for a motor that you guys tore up!! THAT'S NOT FAIR, AND IT SHOULDN'T BE LEGAL!!!  And yes, you're d**m right if you don't take care of this situation correctly, I'm posting it!!! I will also be posting this on FB live, IG, and TikTok!!!! I have also talked to 3 lawyers for help with this. People need to know what you practice, and how you try to slither out of damaging people's cars, then lying and blaming them for the damages done. You can't keep passing the potato. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/31/2023

  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.

  Took my car to the dealer because the "Shift to park" light kept coming on the the bells going off.It cost me the first time $409.37 which I paid. Still continued even after they told me it was fixed. Took it back the second time and they stated "oh it's probably a wire that got caught when the wiring harness was put back together. Apparently, it was fix and they tried to charge me a 2nd time but when I complained it was the 2nd repair since the first time it was not fixed. They looked it up and decided not to charge me as it was a mistake. Good thing I complained. Had to take it back a 3 time as it was not repaired. Found out this time that there was service bulletin which had been ignored and they fixed it again and since it stopped I assume it is now fixed. After this I found out this was a "recall" from Chevrolet (i have the service bulletin and I should have not been charged in the first place!! FYI there are several law suits out there regarding this problem I have send a letter on October 12, 2023 and Jet Chevrolet has chose to ignore my complaint!! I would like to get a refund of the charges on the first visit since this was a recall!! AT this point I would not go back to this dealer except that I have a lifetime oil change with them. The service **** is very poor!

  Customer Answer

  Date: 10/31/2023

  Additional documents were mailed to your office today.  I do not have the capability to scan them and attach them tonthe claim.  Thank you! 

  Business Response

  Date: 11/16/2023

  Good afternoon ****** and *****************************,

  I appreciate you taking the time to explain your experience here at Jet Chevrolet. I have read through your concerns and have reviewed all of the information that you provided along with having conversations with my GM Service Rep and my service manager as well. On your original service for the shift-to-park concern, we diagnosed the concern and found *** # **-NA-206 concerning this problem which includes adding a jumper harness to the shifter wiring which we did perform per GM's recommended steps. Upon the second visit when the headlight button and the shifter buttons did not light up, we found the harness was not fully seated so we reconnected that properly which resolved the issue at that time. On the third visit when the Shift-to-park light came back on, we inspected the connections and through GM, found a revised shifter harness with an updated switch which we installed to correct that concern. I do apologize for one, trying to charge for a repair that you had just paid for and secondly, for having to bring your vehicle back 3 times to correct the original issue. Within GM, they have what is called ***'s ****************** Bulletins), Special Coverages, and Recalls. The letter that you sent over in regards to mounting bracket on the front exhaust pipe on your Traverse is a Special Coverage for your specific vehicle which would cover that repair if needed on your vehicle. Any recalls on your VIN would also fall under covered repairs from the manufacturer. Unfortunately, ***'s are not covered by the manufacturer under a special coverage or recall. ***'s are essentially known issues that have very specific fixes outlined in the *** to ensure the vehicle is repaired properly. I do sincerely apologize for the misunderstanding as we should have explained this clearly while you were here. 

  Best regards,

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

• Initial Complaint

  Date:07/26/2023

  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.

  Below are a few excerpts from the full complaint (attached. see attachments for full details). "[...] working with Jet Chevrolet has been extremely tedious and the level of professionalism has been extremely low. I had to ask for next steps + what the entire process included + what the timeline/ETA'S would be, multiple times. Each response I received only partially answered our questions, if at all. The amount of delays or gaps between us asking a question or seeking support & their response times was/is nonsense." They've had our vehicle for well over 5 months now."Do you understand how emotionally & financially taxing working with them has been for me and therefore, my family? We are exhausted and deeply regret ever going to them in the first place but right now they are who weve got.It would be incredible if we could be compensated and/or reimbursed for all the unnecessary time and energy spent on Jet Chevrolet [...]. At the very least, I am requesting your support in ensuring the job is done + done correctly, immediately. Wed like to be prioritized and our vehicle back in hands"

  Business Response

  Date: 07/26/2023

  Good afternoon *******,

  Thank you for taking the time to reach out to myself about your concerns with your vehicle. I truly apologize for the time and frustration that this has caused you and your family. This is not the standard of service that we strive to provide. There are a few factors in relation to the repairs that were not timely such as sourcing parts for your Hummer that weren't readily available which caused delay and also dispatching the work to our most qualified technician to ensure it was fixed properly. I spoke to **** in regards to this and he mentioned that he did call the number that we have on file which I believe is a landline last Friday and spoke to I believe your mother to let you know that the Hummer is completed and ready to be picked up which he was under the impression would be picked up the next day, Saturday. Again, I apologize for these repairs taking so long but it was not for a lack of effort or attention to your Hummer. We are constantly working on our communication and will learn and get better from this experience. Have a great rest of your week and please do not hesitate to reach me direct if you have any further questions or concerns. 

  Best regard,

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

  General Manager

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20377249
  
  I am rejecting this response because:

  While I appreciate the response - My mother in-law is not responsible for our vehicle or for communicating with us on behalf of Jet Chevrolet. It is also unprofessional to be providing information to anyone other than me or the legal owner of the vehicle without our consent. You all have been working with me directly for so long, it does not make sense why new information was not also communicated with me. Fortunately, we do not mind our information regarding this situation being shared with either of our parents but it could have been very different if we were someone who did or it was a situation we did not want our business shared with others. If we were expected "the next day" then a phone call would have made sense to check in on when we were planning to pick up or remind us the car was/is ready. We did not know.

  *** happened to call me a day or two after submitting this complaint, and I was super grateful for that. I went to pick up that evening only to find out the job had not been completed as expected. The issue was: I communicated with **** several times in past conversations that the backup camera was a MUST in order to safely reverse, which is part of the reason we had to have the Hummer towed to you all in the very first place prior to the car being stolen. It was not fixed when I went to pick up the Hummer and I had to wait for ****. I was so disappointed and frustrated I asked the gentleman at the Service Desk to see how much longer, then I provided my info with a request for *** to contact me ASAP because I had my baby and mother in the car waiting on me & I didn't want to be in anyone's face with my upset regardless of how warranted it was. When *** called, we cleared up where the misunderstanding was and he took care of everything + even did an oil change! Again, grateful. I then went to pick up again; this time everything seemed okay until I got home when we all took a deeper look. 

  1) The back seat right passenger door handle does not work! It came completely off when we went to open it. The vehicle was absolutely not like this when we bought it from you or prior to it being stolen. This is the location our baby sits in, so going in the car and reaching across to open the door every time is beyond inconvenient. I'm requesting this to be fixed.

  2) The front dash / center console is clearly not screwed in or screwed in well. For example, if you plug a charger into the lighter port and then attempt to remove it, the dash comes out a little. I'm requesting this to be properly secured.

  3) The lighter ports in the front and back do not work at all! We've tried multiple devices, every port, and with/without the car being on. We also tried those same devices in two other cars where they all worked perfectly. I'm requesting this to be fixed.

  4) The driver's clutch got stuck when attempting to put it in reverse - I thought it might've just been me but when ***** drove + tested, it was confirmed that the clutch was not installed correctly. The handle came completely out and we could only switch gears by leaving it off to press a button, then put it back on. This is probably the biggest physical issue, right beside the car door handle mentioned above (*****y hazards). I'm requesting this to be fixed.

  5) I was told by *** all of our belongings would be put into a ziploc bag for us to decipher through. That way they didn't toss something that shouldn't have been and the car could be properly detail cleaned. There was a lot of junk still in the car, no zip loc bag, and it still smelled/smells a bit. You can tell it was cleaned but it was not a great detail at all. I'm requesting confirmation that if I go to a specific detailer who I know will do the job correctly the first time, will Jet Chevrolet cover that cost? If you can ensure that Jet Chevrolet would do do the detailing without additional trouble or stress, I would be open to that.

  6) The side mirrors, especially the left one, are wonky when putting into reverse. They make a loud noise and seem like they are having trouble moving. I'm not sure what the issue is there but it did not do that beforehand. I'm requesting this to be fixed.

  7) There was a small square piece above the front passenger seat-belt that fell off & onto me. I don't know what it is or if it's important but again, did not happen prior to incident. I'm requesting this to be fixed.

  8) The license plates were left in the vehicle rather than attached to the vehicle. *** did ask me if ours were stolen or not but when I picked up the Hummer, I found them right on top when you open the trunk, so not sure how that was missed by your team. I'm requesting they be attached to the front & back, please.

  I hope this is all and nothing else comes up but I will document if anything else does. For now, we are keeping the Hummer parked for obvious safety concerns. As you know, you've had this car for well over half a year including the timeframe prior to the vehicle being stolen. Yet it feels like everything was just tossed together to make it look like it was in good condition. It is incredibly frustrating and disheartening that we bought this car in September of last year but you have had the car in-shop longer than we've had it! AND we're paying for it. We are basically paying for a whole company to park a car in exchange for a headache. At the end of the day, we paid over $3k along with a ton of time for these specific fixes. We simply want this vehicle to be back in the same condition prior to the incident, at minimum. We understand you won't fix the *** players, head rests or gas tank, but at least everything else. Is this something that can be done or not? Please let us know how and when you can have all of this done, if-so, + if you have any questions for us.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/25/2023

  Dear *******************************, 

  Thank you for reaching back out regarding the services of your Hummer. I do agree with your statement and apologize for our communication with you throughout this process. It has always been our intention to communicate directly with you and I understand that **** does now have the correct contact number to reach you at directly so there will be no miscommunication going forward. In regards to the items listed, it was also our intention to deliver the vehicle back to you as described but we missed a few items which we are committed to making right for you. I have sat down with **** and *** to put a plan of attack together to get these items resolved as soon as possible. We will address the rear passenger side door handle, properly secure the front dash / center console, get the lighter ports fixed, fix the center console shifter (drivers clutch) so that it functions properly, secure the piece above the front passenger seat belt, and in addition to this list, also get the drivers vent working properly as that was a concern that you brought up to ****. As for the side mirrors, I would recommend adjusting the settings in the vehicle to not tilt down when in reverse as that is a common issue in those years. After all of the services have been completed, we will have your vehicle professionally detailed so that you can proudly take delivery of your vehicle and finally be able to enjoy it. **** will be in contact with you to schedule these repairs. *** and I will actively be involved as well to ensure this gets done in a timely manor for you. 

  Please do not hesitate to reach out to myself or *** directly if you need anything at all in the meantime. 

  Sincerely,

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

• Initial Complaint

  Date:03/28/2023

  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.

  Since this establishment has gone under new management, employees are not given lunches or breaks. They refuse to compensate for overtime yet they keep employees there for 3-4 hours over their scheduled time.

  Business Response

  Date: 03/28/2023

  Ok,  sounds very strange to me,   ********************* here,  FORMER OWNER OF JET CHEVROLET    We sold Jet to the ******************** back in sept 2022..   They kept about 1/2 of our former employee's,    Not sure whats going on there as I have no say so and no real input to give.   My son still works there and has not heard and complaints on his end.   I'm not sure who this employee is that sent the note to the bbb.   I dont think they worked for us previously.    I'll will print this out and drop it off to the new owners.  Hunter Dinesmore at jet chevrolet.   Probably need to have them UPDATE  the bbb with their info as I'm totally gone from jet,     Hunter's email with the "NEW JET CHEV "  IS   *****************************

• Initial Complaint

  Date:06/04/2022

  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.

  They had my vehicle for 6 months with repeated delays from forgetting to order parts, and their service technician not knowing how to install those parts. The **** was over $4200, and my vehicle is not working correctly. The brakes get scorching hot and start burning after only a couple blocks. I took it to ******************* today and they said I would need to replace everything again and quoted me $540. I strongly feel like I was taken advantage of, and they did not complete the repairs that were invoiced.

  Business Response

  Date: 06/21/2022

  ************** brought his vehicle to Jet Chevrolet on 12/20/2021. The customers complaint was that the vehicle made a horrible sound then broke down at the dealership and he cant tell if it is a driveline or the transmission and requested a diagnosis on the issue. We inspected the vehicle for the issue that ************** stated and this was my Expert Technician's cause of those symptoms:

  "VERIFY COMPLAINT. ATTEMPT TO DRIVE FOUND DRIVE LINE
  SPINNING IN REAR END. FOUND EXCCESSIVE PLAY IN PINION LIKELY REAR END HAS CASE DAMAGE. REC REPLACE REAR END ASSEMBLY AND DIAG FURTHER IF NECESSARY.

  We then got authorization to order the rear differential, NOTE: Vehicle is a ******************************************************************* not available and considered vintage parts. It was explained to ************** that this was the issue getting parts to fix his vehicle and we located a differential based on his VIN# and original equipment that vehicle was built with from factory. Upon receiving the differential from LKQ, which is a remanufactured parts distributor, we noted extensive differences between what was on the vehicle versus the stock parts that belong on it. It was then found out in conversation with **************, that the vehicle was no longer factory stock and was modified and converted to a 4WD manual from a Factory automatic vehicle. Because the rear differential had been modified and is not stock, all of the Rear brake hardware, Drums Parking brake system and brake lines had to be returned to OEM standard and also be adapted to the non OEM setup to make the vehicle safe at the same time. This requires Expert Technical Skill as again the vehicle is not a standard OEM built vehicle any longer.

  With the conversion, the Transmission, Transfer case, Driveline, and rear end were custom fitted to the vehicle making it difficult if not impossible to find the necessary parts to fix his concern. We then received authorization to search for the correct parts based on the information we received from **************. This allocation of parts took an extraordinary amount of time because we were dealing with a NON-stock custom built vehicle. Searching by VIN# is the correct process to order parts for a vehicle. Even if there is custom work done there should be some sort of fitment guide of the work that was done but we had no such information, which basically led us to repair the vehicle from scratch and find parts that would work with the custom modifications that were done to the vehicle. This is out of the normal spectrum of diagnosing and repairing any vehicle at the dealership level, but we still wanted to help ************* get his vehicle repaired and repaired correctly to a somewhat OEM level. We did not make any repairs or adjustments to the front end of the vehicle as the ******************* quote dictates needing repairs. We are more than happy to assist the customer in fixing his rear brake issue and we are doing so currently. Note: To this day we have still received no payment for the services requested by *************. or the work performed, yet we are still helping the customer with his complaint of there being an issue with his rear brakes as his vehicle again is in our repair facility currently. 

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17320700
  
  I am rejecting this response because:

  The transmission and front end have nothing to do with the rear end. They are only supposed to be replacing it with stock, VIN specific parts and I never agreed to Custom parts. The front end and front brakes have nothing to do with my complaint. The rear brakes were not adjusted properly, and the drivers rear wheel and brake assembly gets scorching hot to the point of changing the color of the metal. I was told at time of check out that my **** has already been paid. And if it hasnt been paid then its probably because the work that was promised to be done, is still not done correctly. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/07/2022

  The customer and I have spoken and We have agreed to do what the customer needs per my last message and conversation. Thank you