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:10/10/2024

  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 my 2015 **** Explorer on July 9th, 2024. When I bought the vehicle there were some safety issues: driver side window panel would not roll up or down the rear windows and the rear passenger seatbelt cover was busted. By Monday evening 7/15/24 I dropped the car off for repairs, which were not completed. I needed the car for a trip. I picked the car up Thursday evening 7/18/24 and by Saturday 7/20/24 the turbos had blown up causing immense white smoke. Car was dropped off 7/21. Now forward 3 months, I have been consistently lied to. They have told me multiple times it will be ready on this day and on that day apparently it is not ready due to another issue. This has happened to me MULTIPLE times. Now I was supposed to pick the car up on 10/02/24 but they called and said another issue arose something with the exhaust and to give them another day. That same evening an employee posted on a public social media a video of my car blowing immense smoke out of the exhausts and revving the engine up to 5rpms or more. During this whole time I have been in contact with their VP of operations, on 10/01/24. *** (VP) agreed to help me with the trade in as I do not want this vehicle due to the continued issues. I do not trust that this car has been fixed properly, nor do I feel that this car will get my kids and I from point A to point B. He told me that we would have the trade in completed by the end of that week. I did not hear back from him after sending all the needed information to him to start the trade in, I called this Monday 10/7/24 after waiting, and he told me he would call me the next day 10/8/24 as he would be at the Walla Walla dealership. At this point the car is still at the dealership, I am still making the payments on it, as well as insurance. I believe that this business has poor etiquette and cannot tell the truth to save their lives. There is much more, I am just not able to provide it all.

  Business Response

  Date: 11/06/2024

  Chevrolet of Walla Walla would like to explain the situation so the customer understands that we have gone above and beyond to make this customer satisfied.  ******* purchased a nine year old vehicle with over one hundred thousand miles on it.  The reason that this is such important information is vehicles of this age and this many miles does not qualify for the same extended service contract coverage as a vehicle with under one hundred thousand miles.  We resolved all of the issues with this vehicle and going above and beyond covered three thousand dollars in additional repairs that where not covered by the extended service contract.  Once the vehicle was completed we drove the vehicle for three hundred miles and had zero issues with the vehicle.  The check engine light came back on apparently after she took possession of the vehicle, and we complementary diagnosed the vehicle for the customer.  The check engine light came on due to an emission code which due to the age and the miles is unfortunately not covered by her extended service contract as stated in her service contract and this information was explained to the customer.  We want every customer to be completely satisfied when purchasing a vehicle from us, but we also have to make smart business decisions when it comes to a customer expecting the dealership to have an open check book to just repair all items at our expense.  We do not sell vehicles that have not been inspected since we are a franchise dealership.  Unfortunately some used vehicles will have repairs that need to be done after the time of sale or repair due to the age and miles.  We understand that complaints hurt our reputation and we would not have gone above and beyond in the magnitude of over three thousand dollars at our expense to still have a customer unhappy.  When we do help people financially with repairs on their vehicles and they still expect more is a specific reason why most dealers will sell vehicles AS-IS.  We at Chevrolet of Walla Walla do not want to just sell a customer one vehicle, but would like to sell them numerous vehicles over the years. We continuously try to do everything we can, within limitations, to make these unfortunate situations become the opportunity to earn a customer for life.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22407461
  
  I am rejecting this response because:

  As a dealership, I feel they have failed their consumers, just within the last week, I have spoken with 2 costumers that have bought vehicles from them, and not even a week later back in the shop due to issues, who wants to spend over $25,000 on a car and immediately have vehicle issues. We go to dealerships instead of private parties to know we are getting a reliable vehicle. You cant get that from this dealership or the promises they keep. 

  The dealership states they fixed all the issues when they had my vehicle and spent over $3,000 on repairs that were not covered by my warranty. This is false information as the second turbo blew up after they repaired the first one. My warranty DOES cover turbos and this is what the $3,000 is that they spent. They chose not to use my warranty and quite frankly they shouldnt have in the first place. I can only assume its because they had my car for 4 months and didnt want to wait on the process of the warranty once again. On top of this, I received my car back with the check engine light on only after driving it for less than 20 miles, the front end now makes a horrific noise it had never made before AND the battery will no longer stay charged over night. None of these issues arose before I dropped the car off. After having the car for more than a week, I have now realized their 72 point inspection they do is false. My driver seatbelt has been cut and duct taped back together, yet again another safety issue. They state that the car is over ******* miles, they make it seem as if its well over ******* miles. When I bought the car it had almost *******. To this date, they have not taken care of or went above and beyond. They have caused more stress and damage than anything. 
  
  ******* *****

  Customer Answer

  Date: 12/09/2024

  I would like to reopen this claim and reiterate the issues I have experienced with this dealership and continue to experience with the vehicle I bought from them. 

   

  As previously mentioned, I bought this car on July 9th2024 with an estimated ******* miles on it, and dropped it off at the dealership on 07/21/2024 with another estimated mileage of ******* miles and did not see or pick up the car until 10/14/2024. Since I have picked up this vehicle, there have been many issues that have arose. I picked up the car with an awful front-end sound, I was able to get a vehicle inspection completed a few weeks later and it appears that the car is not safe to drive along with many other undisclosed issues. These issues are caused over an extended period of time from the examined issues on the inspection report. I will attach the vehicle inspection report for you to review all the issues. The shop has taken video of each issue as well.

   

  Please keep in mind I picked up this car from the dealership with ******* miles after they repaired the car. The vehicle now has ******* miles on it.

   

  The issues I have mentioned on my previous report, of the check engine, battery not staying charged and it was replaced brand new in April of 2024. I have now experience with weather that the driver side floor board and driver side rear floor board builds up puddles of water. Completely soaks everything. I double checked all the windows as well to verify there was not a crack.

   

  How is this car even worthy of being at a dealership and approved to be sold? The obvious front end issues were covered up when I bought this car, is this even legal to sell a used vehicle this way?

   

  I also would like to mention that I called the dealership for their vehicle inspection report. The dealership refused to talk to me or provide me with the vehicle inspection report, as I have turned them into the ************************. They said the Attorney General is my legal representative and the ***************** office would need to request the report. As far as I know, they are not my legal representative, and I should have rights to the information regarding my car. 

   

  I would really like all of this to be taken into consideration, as this dealership sold me a car that is unsafe to drive and has multiple issues that were covered up. I do understand that my correspondences have been hard to follow as it has been one thing after another. Please let me know what additional information I can provide as I have a car that cannot even be repaired at this point. The issues on this vehicle cost more than the vehicles worth.