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:11/18/2024

  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.

  We bought our Suburban at Sunset Chevrolet in December 2017. Since that time we have completed all recommended services. In the beginning of 2022 we had our ****** mile service. At this point my husband asked what services were needed. He was told nothing needed to be completed until the ****** mile service. In June of 2022, we brought our vehicle in for an inspection and asked if anything needed to be done before we went on a long road trip. We were again told everything looked good and we needed nothing done until the ****** mile service. In July of 2022 our air conditioner needed some repairs and these were completed under the warranty. We again asked if anything needed to happen and we're yet again told not until the ****** mile service. In October of 2022 when I had my car in for an old change I asked about making an appointment for service for ****** or ****** miles. I was told again that there was nothing at those times but routine maintenance that I had already completed. I expressed wanting to make sure as I was concerned about the warranty being upheld. They assured me nothing needed to be done until the ****** mile service. In January of 2024 I had the ****** mile service. In November of 2024, I became stranded on the side of the road with a non working transmission. We towed it to sunset who said if all service was done said it should be covered under warranty. I told them they had done all service and they expressed it should be good then. However the warranty was deemed null and void due to needing a coolant change in December of 2022. This was around the time we repeatedly had asked if service was needed and told no several times. Sunset refuses to take any responsibility and doesnt feel like this should be in anyway reflected on their knowledge of servicing vehicles. They offered a discounted price of $7500 to replace the transmission. We had the vehicle towed to another dealership that is in the process of completing the service for $5300

  

  Business Response

  Date: 11/22/2024

  November 22,2024
  
  ********************************************************************
  
  RE: Response to ***** Johnsons Complaint Regarding Repair Issues (ID#*********
  
  *******,
  
  We understand ***** Johnsons frustration regarding the repair of their Suburban and would like to provide clarity on the situation and our efforts to assist.
  The transmission failure on the Johnsons' Suburban was a covered component under the lifetime powertrain warranty provided with their vehicle purchase at Sunset Chevrolet. This complimentary warranty, administered by ****, explicitly requires customers to perform routine maintenance as outlined in the manufacturers owners manual.Unfortunately, in this case, those maintenance requirements were not met, as per the warranty terms signed by the *********
  While we understand the disappointment, its important to note that adherence to these requirements is essential for the coverage to remain valid. It is the vehicle owners responsibility. We understand that they want to blame us for not advising them correctly, but there is no way to know what was/wasnt said. As a result, the warranty did not cover the repair costs in this instance.
  Despite this, Sunset Chevrolet made significant efforts to assist the ********. We secured goodwill assistance from ************** to help offset the repair costs and offered a reduced labor rate to minimize their financial burden. The estimate of $7,500 represented the worst-case scenario and was likely to be lower after the transmission was disassembled and specific repairs were identified. The $800 they are asking us to give them was only offered towards repairs made in our shop.
  Regrettably, the Johnsons declined this option and chose to take their vehicle elsewhere. We remain committed to helping our customers and are disappointed that this situation did not have a more positive resolution.
  Sincerely,
  Sunset Management team

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22574970
  
  I am rejecting this response because, although I do understand the terms of the warranty. I do feel as a ** certified mechanic you have a responsibility to your clients to understand the service requirements of each vehicle.  As a consumer I trust that my mechanic will notify me of needed services on my vehicle.  The fact that your staff did not notify nor know of such services is very concerning and should be rectified immediately, as that is your responsibility to know what services are required and help remind the consumer of these services.  I do understand the $800 and would like to adjust my request to be reimbursed for the  $256 that we paid for diagnosis. If we had known the warranty was void, we would have taken our vehicle somewhere else for diagnosis and service, as your prices well exceed the market standard based on our research.

   

  If we are being honest $9000 was the original quote given, and $7500 was a lowered amount more closely related to the actual price.  There was no indication that the price could or would be able to be lowered any further. In fact it was indicated several times that the $7500 (which is still above market standards) was a lowered rate and would be causing a lose of some sort to your facility, so I am assured it would not be lower than that.

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

  

  Business Response

  Date: 12/02/2024

  
  RE:Additional Response to ***** Johnsons Complaint Regarding Repair Issues (ID#*********
  
  *******,
  
  We acknowledge and understand Ms.Johnsons request for a reimbursement of $256.00. However, ***** authorized the charge of $230 plus tax on 11/11/24 at 11:34 AM over the phone, prior to the commencement of the work. This amount reflects the service fee for the time spent inspecting and diagnosing her vehicle's issue. We performed the work as authorized and described; therefore, no refund is due.
  
  
  Sincerely,
  Sunset Management team

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22574970
  
  I am rejecting this response because: if I had been fully informed by sunset that my warranty was null and void, due to their negligence,  then I would not have had the vehicle inspected at their facility.  In9nlybhad the vehicle inspected at their facility, because Ineas under the false belief from them that it would be covered under the warranty if all preventative services had been performed and as I was made to believe that we had by sunset, I went there.  If I had been given all the correct information by Sunset I would not have authorized this service, there fore I am still requesting reimbursement. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/30/2024

  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.

  On Monday April 15th I brought my truck in to diagnose a "service parking brake" error message. They called me April 16th and told me my parking brake actuator failed, it was covered under my extended warranty, and they would have my truck back to me the next day. They call me the next day, April 17th, and say oh actually your parking brake shoes are worn out and metal on metal from driving with the parking brake on and you need to replace them and it will cost you $900. They said they will not call my extended warranty to get it covered under consequential damage since it's a wear item. My truck has an electronic parking brake which makes it impossible to drive with it stuck on unless there is an issue (such as a failed actuator that they already told me was the root cause) and these parking brake shoes should never wear out. I ended up having to pay them $463.24 to get my truck back and they replaced the passenger side parking brake actuator and shoes. They told me the warning would not go away until I replaced the parking brake shoes on the other side to match. So I took the drivers side apart and the shoes are not worn at all, but rather they have failed and the pad material has fallen off the backing plate. So my truck was completely misdiagnosed and to cover up their mistake they charged me out of pocket. I want my money back. I have attached a picture of the failed parking brake shoe.This is not the first time I've had an issue with this dealerships quality of work. During my visit on March 10th, 2023 they returned my vehicle to me with the steering tie rod completely loose and I almost lost control of my vehicle on the freeway while driving home. I have also attached a picture of the loose tie rod.

  Customer Answer

  Date: 04/30/2024

  It looks like one of the photos I tried to attach didn't get loaded. I've attached it to this message. Thank you.

  

  Business Response

  Date: 05/06/2024

  To whom it may concern,
  
  ******************** brought his truck to us with multiple issues.His right park brake actuator did not communicate and required replacement. His warranty company covered the cost of that repair. He is right, when we took more apart, we found that he needed both rear park brake shoes. He wanted to replace those on his own. Unfortunately, the right side could not be reassembled, and we gave him a choice of purchasing the right shoes or towing the vehicle home. He authorized the repair. When we finished replacing the right park brake actuator and the right park brake shoe, his light remained on.We told him that it would remain on until he replaced the left park brake shoes (he was doing that himself to save money since he told us he is an auto technician). We explained to him that the system could not calibrate properly with new park brake shoes on one side only. This is why, when he replaced the left park shoes, his light went out.
  Park brake shoes are a non-covered item by his warranty contract, nor are they covered as incidental damage. As a double check, we called his warranty administrator on Friday, 5/6 and confirmed that over the phone. He is welcome to call them also.
  There is no refund due to ********************. We repaired his vehicle to the point he authorized, and he received the goods he paid for.Everything we told him he needed to repair his vehicle; he has confirmed authorizing and receiving in his complaint.
  
  Thank you,
  Sunset Chevrolet Management Team

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21648054
  
  I am rejecting this response because:
  

  The parking brake actuator did in fact "communicate" and attempted to move. You could hear the motor running when you attempted to set the parking brake or tried to perform the "parking brake calibration" with the scan tool. The actuator clearly was not the root cause of the issue, since after they replaced it the problem was not solved. The failed (not worn out) parking brake pads were the cause of the issue. In the photo that I have sent you can clearly see that this was a part failure, not a case of normal wear and tear. Normal wear and tear is defined as the gradual deterioration of vehicle components over time due to regular use. The way that brake pad failed clearly shows that it wasn't from wear, but rather a defect in the material or workmanship of the part.

  I was never given any option other than paying them money to replace the parking brake pads. 

  
  Sincerely,
  
  Canyon ********

  

  Business Response

  Date: 05/14/2024

  In response to Mr. ********* concerns. I can explain the diagnosis procedure. As his repair invoice clearly states, the vehicle had 2 trouble codes stored in the ECM.  Those codes were C15dd (parking brake lining excessive wear) and code C0610 (right park brake actuator circuit). We removed the right rear brake rotor to test the actuator and found his park brake lining had disintegrated and was nearly metal to metal.
  Code C15dd, As we found, and ******************** also found is confirmed. With his authorization, we replaced his right rear park brake lining. He replaced the left rear park brake lining. His extended warranty declined coverage because the park brake lining is a wear item. No matter how it failed, either by being worn out or by its bond failing as he explains being a defective part. Despite how his park brake lining failed, they are not a covered part which we confirmed with his warranty administrator.
  Code C0610 required testing the control module and circuit testing. Ohms test at the connectors and module confirmed they were ok. Lastly a test was done in the service mode. The code was set in the service mode. The diagnostic step then required a learn procedure test while in service mode. The *** reset during the actuator learn procedure which verifies the right rear actuator had failed and required replacement. This is what we meant in our last response a would not communicate. Once the actuator was replaced, the learn procedure passed.
  ******************** was given the choice of paying the diagnosis fee, tow the vehicle home and perform the repairs himself. He declined. He was also given the option of replacing both park brake shoes which it needed. He declined. He ultimately decided to have the right park brake lining and actuator installed. ******************* authorized the repair of the right side only (to save $, do the left side himself) and the actuator was authorized and paid for by his extended warranty plan.
  The system was unable to calibrate (keeping the Service brake light on dash) until ******************* replaced the left park brake shoes. One he did that, the calibration took place and obviously the light went off.
  Once again,there is not a refund due to ********************. The goods and services we provided were confirmed, authorized, received, and paid for. The remaining work we recommended, which he declined, has been confirmed by him to be needed, which he did himself to save money.
  
  Respectfully,
  Sunset Chevrolet Management team
  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21648054
  
  I am rejecting this response because:

  This description of their diagnostic procedure is false. The first phone call I received was to tell me that the actuator had failed and that's what was wrong with my truck, they would have it fixed the next day, and it was all covered under my extended warranty. The next day they called me to tell me that they installed the new actuator, and it didn't fix it. Only then did they take the brake rotor off to inspect and found the failed parking brake pads. I told them to simply put the new actuator in and I would come get my truck and replace the parking brake pads myself. They would not let me do that. They forced me into paying them to replace the failed parking brake pads. I was only given the option to pay for both sides to be replaced or only the one side they had taken apart. I was so angry at this point that I authorized them to replace the one side and told them I would replace the other side myself.  

  
  Sincerely,
  
  Canyon ********

• Initial Complaint

  Date:04/24/2024

  Type:Delivery 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 March 16th 2024, I ordered 2 key FOBs (total cost is ******), at Sunset Chevrolet in ***************. I have not received any updates on when the parts will arrive or if they arrived at all. I have sent numerous emails and have not received any response from their service center.

  

  Business Response

  Date: 04/29/2024

  Mr. *******
  
  We apologize for the inconvenience and delay you have experienced. We attempted to reach you multiple times via the phone number we have for you, *************, to let you know we received the keys you purchased. There was an issue with the initial order as the vehicle has had the recall N14294 performed which required more information to get the order processed. The gentleman who helped you tried reaching you to give you an update, and once they were received attempted to reach you again to let you know they were here.
  Again, we apologize for the lengthy delay as we should have remembered this vehicle had a recall on it back in **************************************************************************************************************************************** These key fobs will need to be programmed with our service department and that is something that is best accomplished by setting an appointment day and time, if you have a day that works best for you let us know.
  
  Thank you.
  Parts Counter Adviser

  Customer Answer

  Date: 04/29/2024

   
  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.  However, the company stated that they attempted to contact me when in fact they only reached out to me after I filed a complaint with the BBB. The date they attempted to reach out to me was on April 24th via phone call. When I tried to call the number back, no one answered. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 05/02/2024

  I sent this message this morning (May 2, 2024) regarding the status on the complaint I submitted;

  Is there any updates on my key FOBs that I purchased? I tried calling the following number back ************) but no one answered. The person who left a voicemail on my phone gave me this number to contact. 

  

  Business Response

  Date: 05/15/2024

  Mr. *******
  
  We apologize for the inconvenience and delay you have experienced. We attempted to reach you multiple times via the phone number we have for you, *************, to let you know we received the keys you purchased. There was an issue with the initial order as the vehicle has had the recall N14294 performed which required more information to get the order processed. The gentleman who helped you tried reaching you to give you an update, and once they were received attempted to reach you again to let you know they were here.
  Again, we apologize for the lengthy delay as we should have remembered this vehicle had a recall on it back in **************************************************************************************************************************************** These key fobs will need to be programmed with our service department and that is something that is best accomplished by setting an appointment day and time, if you have a day that works best for you let us know.
  
  Thank you.
  Parts Counter Adviser

  Customer Answer

  Date: 05/15/2024

   
  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:02/26/2024

  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.

  Sunset Chevrolet opted to fix the symptoms of a problem with $5,000 of parts and labor which did not fix my problem. GM of ******** fixed my problem with $500 of parts and labor. Details provided in the attachments.

  

  Business Response

  Date: 02/27/2024

  Please see the attached letter.

  Customer Answer

  Date: 03/05/2024

  
  Complaint: 21350222
  
  I am rejecting this response because:

  Sunset Chevrolet is representing themselves as good business wanting nothing but the best for me, nothing could be further from the truth. 

  The reason for my vehicle being operated for 5.5 months and ***** miles between the work at Sunset Chevrolet and GM Bellevue, is that I was working though ***************** dispute process because of the fraudulent nature of Sunset. During which, my truck was still showing a check engine light and demonstrating codes (evidence provided), at no point was my truck without error after receiving said service from Sunset. In short they charged me nearly $5,000 for not fixing my truck. At no point did Sunset contact me to attempt to resolve this continued issues as an upstanding operator would, they simply told **************** that I approved the charges.

  The codes they are referencing were not solved by their work, the real cause of these issues was a faulty electrical connection which is what GM Bellevue fixed after 5.5 months of hassle. My truck no longer displays a check engine light, nor presents codes, with no thanks to Sunset.

  I have no problem paying for quality work on my truck, in fact I expect it. I will not stand by while a company tries to charge me for work that is not needed nor fixes my problems. 

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

• Initial Complaint

  Date:12/22/2023

  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.

  This situation has caused me incredible amount of stress. It has effected my personal life.They lied to me during the entire sales pitch. Told me that the F150 trucks previous owner was the finance guy that works there. Gave me fake history on the truck. Neglected to do a proper inspection before i took ownership even giving me the results of the inspection. Found out, in not so many miles, that the truck was from ******, most likely involved in a flood. Negligently gave me peace of mind with their limited powertrain warranty that they did not honor. Total dirty business and liars from top to bottom. Took a 30k hit to my own pocket due to their dishonest and deceptive practices. I gave them the opportunity to make it right and they totally failed.

  

  Business Response

  Date: 01/02/2024

  Carfax is clean no accidents or flood damaged. Went ***** miles with no oil changes and no coolant flush due at 6 years.
  ******************** did not follow warranty guidelines so warranty was voided.

• Initial Complaint

  Date:08/12/2023

  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.

  They sold me a vehicle that has serious safety issue that do not have a fix (engine cutting power because exhaust pipe clogs up) and not power to any trailers. They refuse to exchange my vehicle or buy back my vehicle and compensate me for lost time and credit damage due to their product.

  Customer Answer

  Date: 09/11/2023

  IM HERE BECAUSE I WANT A NEW TRUCK, I DONT WANT TO PAY A ***** FOR IT, I DONT WANT MY CREDIT RAN AGAIN AND I WANT PEOPLE TO KNOW ABOUT MY EXPERIENCE BUYING A TRUCK FROM THIS DEALERSHIP. I HAVE ANOTHER UPDATE ABOUT MY TRUCK. ************ WORKED WITH THE **** FROM THE **** AND WORKED OUT THAT WE CAN DO A VEHICLE SWAP AND I CAN KEEP MY LOAN SO THATS A BIG THANKS TO HIM FOR ASKING HER. PROBLEM IS NOW HE WONT RESPOND TO MY CALLS. THEN I FOUND OUT WHY, THEY GOT THEIR LAWYER TO SCARE ME WITH A LETTER CLAMING DEFEMATION (EVEN THOUGH EVERYTHING I SAID IS TRUE) ABOUT POSTING MY EXPERIENCE THERE. SO NOW IT DOESNT SEEM LIKE THEY ARENT GOING TO SOLVE MY PROBLEM BECAUSE PER THEIR LAWYER I CANNOT CONTACT THE DEALERSHIP THAT ANYMORE.

  

  Business Response

  Date: 10/10/2023

  While we empathize with your situation, Car Dealers do not actually make the vehicle so our hands are tied when it comes to buying back the vehicle.  This is a process that the factory handles.  Also, as far as the new vehicle, we don't dictate what the bank requires for a new loan.  Therefore, we  need to follow the banks process when procuring a loan for a customer.  Due to these facts what you are asking us to do is simply not possible.  We would suggest you take this up with General Motors.  

  Customer Answer

  Date: 10/18/2023

  Well for starters I didnt buy the vehicle from GM, I bought it from Sunset ****** They dont get to wash their hands from this because they didnt make it. THEY sold me THEIR property, THEIR product was faulty and I want a new one. THEY have a deal with that specific bank (they only push your loan to them and not all banks to find you the best rate, FYI) and they can make things happen so what Sunset ***** is saying is a lie. Actually, they did get the bank to agree to do a VIN swap and do a vehicle replacement but because I reviewed them on numerous platforms they sent me a letter from their lawyer threatening to *** me because of my true reviews and now they wont take phone calls to finish the vehicle swap under the same loan. JUST A REMINDER THIS WAS ALREADY APPROVED BY THE ***** THEY ARE JUST MAD AT MY REVIEWS AND DONT WANT TO HELP NOW. THIS DEALERSHIP HORRIBLE AND *****. AVOID AT ALL COST.

• Initial Complaint

  Date:03/08/2023

  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.

  Our ***** Trax has a history of maintenance issues. The car has always been serviced and regular oil changes within the warranty guidelines. Sunset Chevrolet has a record of consistently disregarding complaints that they found easy to disregard. For example those about the exhaust system, the blue tooth system, the condensation and moisture inside the car. Multiple calls were made to the service department and each time informed the information would be noted and it was not. The only time a customer complaint was recorded was when the car was brought in for regular maintenance or a specific issue and only about that issue. Several occasions complaints were made the servicer provided a non-mechanical or non-repair response. On several occasions the blue tooth wasn't a defect when in fact it was and is still not working correctly. We were told the actual repair would be costly. Not once did the servicer remind or advise on a mileage service such as the 100k mile service. Now there is a manufacturer defect out of warranty that has been identified and had been brought up numerous times at oil change drop offs but never documented. They don't want to take responsibility or work with GM to resolve and cover the costs. The removed the windshield and charged for a new one when it wasn't necessary. Sunset refused to follow-up on work items during the warranty period and gave excuses for what the symptoms were that were "normal" for the car. They have shown a history of lying, negligence, lack of knowledge and dismissive attitude. Now that there is mold and moisture damage in the car out of warranty the full burden of expense is on the customer. Costs incurred for the historic moisture and window leak would have been a warranty covered item. The expense should be compensated by the servicer or GM. Invoice and service history attached. The service manager claims that it is up to the customer to ensure comments are recorded correctly.

  

  Business Response

  Date: 03/10/2023

  On 1 /17/23, **************** brought his 2016 Trax in for an exhaust smell, an oil change, a seat repair and a water leak on both left and right floorboard areas. *** vehicle had ******* miles. *** exhaust smell was coming from a leaky valve cover. *** water leak was a difficult leak to find due to the location of the leak. We resealed the body seams all around the left front area of the vehicle. We had to remove the dash away from the firewall and have the windshield removed in order to discover the exact location of the leak. We discovered the leak was coming from an area of the windshield seal that had failed.  *** customer expressed concern that this was something he was dealing with since it was new. ***re is no evidence that this leak is over 6 years old. ***re is no sign of rust on the interior metal nor corrosion anywhere inside the vehicle. We cannot provide any proof to the manufacturer for his claim. ***re is no supporting documentation ever that this issue existed according to his claim.  He never presented a leak or mold concern during his 3 year/ 30,000 mile factory warranty nor the first 114, 679 miles.He claims he did, but there is nothing on any repair order, ever.  He had concerns for outside smells and insisted the windows steamed up however we inspected the operation of his recirculation system for him and we found all normal operation. He is now assuming that this was the problem the whole time but the facts do not support that. He was explained this thoroughly prior to picking up the vehicle.  Out of consideration of his claims, we provided all of the facts and presented them to *************** asking for goodwill assistance.Unfortunately, ************** declined coverage for the repair. At that time,**************** approved all the repairs to be done for the quoted repair cost. We provided the repair and service as agreed upon.  Sunset has addressed every issue **************** has presented to us whether it was fixed or unable to be duplicated.  Not once did he complain of water in his floorboard nor mold on his carpet, ever. ***re is no documentation to support his claims. Unfortunately, since he declined to purchase an extended warranty on his vehicle (which would have covered his repairs) the repair costs are his responsibility, which he authorized prior to the work being done.  Sunset will not be providing a refund since we are not at fault

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19560068
  
  I am rejecting this response because:
  
  
  On 1 /17/23, **************** brought his 2016 Trax in for an exhaust smell, an oil change, a seat repair and a water leak on both left and right floorboard areas. *** vehicle had ******* miles. *** exhaust smell was coming from a leaky valve cover. *** water leak was a difficult leak to find due to the location of the leak. We resealed the body seams all around the left front area of the vehicle. We had to remove the dash away from the firewall and have the windshield removed in order to discover the exact location of the leak. We discovered the leak was coming from an area of the windshield seal that had failed.  *** customer expressed concern that this was something he was dealing with since it was new. ***re is no evidence that this leak is over 6 years old. ***re is no sign of rust on the interior metal nor corrosion anywhere inside the vehicle. We cannot provide any proof to the manufacturer for his claim. 
  
  *** technician that did the actual work on the windshield did indeed say that the leak had been happening for some time and it had progressed down the windshield.  *** metal around the windshield is primer coated and performed as it should and would not be showing rust or corrosion.  *** damage was under the floor mats and the buildup of moisture to cause mold and condensation inside the car.  *** servicer removed an undamaged windshield and claimed that it could not be removed without damage.  *** damaged original windshield was not confirmed or saved to provide any proof or need for the replacement.  Windshield can be removed and replaced without damage; we have had it done on other vehicles.  *** servicer made no attempt to save the original and refuses to acknowledge previous conversations that their department did not document just like several other issues before which he is aware of.   
  
  ***re is no supporting documentation ever that this issue existed according to his claim.  He never presented a leak or mold concern during his 3 year/ 30,000 mile factory warranty nor the first 114, 679 miles. 
  
  This is indeed a lie.  Since the service department did not note or document the conversation on how they said condensation is normal and that it isnt an issue and if it were it would be very expensive to find they would like to claim it didnt happen.  ***re is no documentation but stating that "He never presenter a leak or mold concern" is absolutely false.  
  
  He claims he did, but there is nothing on any repair order, ever.  
  
  This servicer is shifting the responsibility from his own service department and their flippant attitude to the car owner.  We now have to ensure that every conversation is followed up with an email and requested each and every time that the conversation is documented along with saving all replaced parts for evidence.  This should not be the case that a car owner would have to go to these efforts.  No longer can we make a phone call and just believe that when they say they will take a message or make a note of our concern that is actually happens, because it doesn't. 
  
  He had concerns for outside smells and insisted the windows steamed up however we inspected the operation of his recirculation system for him and we found all normal operation. 
  
  *** odors in the car were a completely different issue that is still unresolved and again the servicer dismissed with a rude state of how the driver would suffocate if the car was completely sealed.  In no way did we ever assume that these two issues were related.  the smell of strong outside exhaust when the vents is closed and on recirculate does not translate to a moisture leak. 
  
  He is now assuming that this was the problem the whole time but the facts do not support that. He was explained this thoroughly prior to picking up the vehicle.   
  
  Out of consideration of his claims, we provided all of the facts and presented them to *************** asking for goodwill assistance. Unfortunately, ************** declined coverage for the repair. 
  
  *** facts were not presented to GM, the fact that the leak was indeed per their own technician a long-standing (quite some time) leak and that it was a manufacturer defect also was not provided.  At not time did the servicer provide accurate information to uphold the malfunction of the seal on a perfectly good undamaged windshield and cause an undue charge of a new windshield.  *** servicer should have made every effort to ensure that the original windshield could be re-installed.  We had to prompt the service tech to inquire since they had no knowledge of the windshield replacement process and we wanted to know why it was being quoted for a new windshield before it had even been removed. 
  
  At that time, **************** approved all the repairs to be done for the quoted repair cost. We provided the repair and service as agreed upon.  Sunset has addressed every issue **************** has presented to us whether it was fixed or unable to be duplicated.  
  
  Again, not true at all Sunset has not ever addressed EVERY issue from *****************  the exhaust issue is still an issue, the bluetooth issue still not fixed.  the window was never addressed in a timely manner.  I can see where when a customer has complaint after complaint on a car that the attitude toward the customer become negligent and dismissive however it is not the owner's responsibility that the product is faulty and notes are not taken.  If it were not for the oil changes and the drive train warranty, we would not be choosing this servicer.  
  
  Not once did he complain of water in his floorboard nor mold on his carpet, ever. ***re is no documentation to support his claims. Unfortunately, since he declined to purchase an extended warranty on his vehicle (which would have covered his repairs) the repair costs are his responsibility, which he authorized prior to the work being done.   
  
  This car has had every scheduled oil change since the purchase and with the miles and usage that is alot of visits.  Never have all the comments and complaints about the various issues with the car been documented.  the car has extra protective floormats that are not the usual carpet and any excessive moisture would have remained under those mats without easy detection.  No extended warranty was ever offered at the time the original warranty was close to expiration.  Very little customer service in fact ever happened that wasn't consistently prompted and solicited by us the owner.   
  
  Sunset will not be providing a refund since we are not at fault 
  Our claim is that Sunset was a negligent servicer and a liar.  ***y do not act in good faith; they do not document concerns when made on the phone or in person when dropping the car off and have never communicated the need for any routine maintenance schedule.  Our car had over 100k miles before they even suggested or noticed that it had not had a routine maintenance outside of the oil changes.  I would never recommend this servicer to anyone.  *** cost of the windshield and leak repair should be refunded by Sunset.   
  

  
  

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

• Initial Complaint

  Date:01/16/2023

  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 bought a truck in Is December of 2017 In February less than **** miles the motor blu. With their lifetime power train warranty they replaced the motor. They replaced the motor with a non gm certified used motor I complained from day one about it consuming oil and fowling the number 7 cylinder spark plug They told me it was OK keep driving it then that motor blue and now they say it's not under warranty anymore I still owe $14000 on the truck. They're gonna take my Is lone vehicle back. I'm not gonna have any way to get to work and they're refusing to fix it unless I pay for it and I can't afford it.

  

  Business Response

  Date: 02/08/2023

  ************** did have an engine replaced at no cost to him,right after he bought the truck in 2017. Since then, he has put over ****** miles on the vehicle. He has had our service department check for an oil consumption concern numerous times but we never found the oil usage excessive according to ************** guidelines. Recently he came in with engine light on and a misfire. We found damage to the inside of his cylinder wall. The powertrain warranty that was provided to him for free would be covering the repair for him, had he followed the powertrain maintenance schedule in his owners manual. This requirement is explained in writing on the warranty contract he signed. Because he cannot provide proof of qualifying maintenance from other service facilities, the claim was declined by the warranty company.We cannot make the warranty company cover the repair, however we did offer a $1000 discount on the repair costs to him as a goodwill gesture. He has declined our assistance.Tell us why here...

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18819209
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************