Complaints

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been put in an awful position by Toyota. I entrusted them when I purchased my second Toyota used certified vehicle, along with the extended warranty. My vehicle has been at Andrew Toyota for approximately 6 months. I believe they have exploited my vulnerability as a single mother and disabled veteran by misrepresenting the facts concerning ny vehicle. They have procrastinated for over 6 months and now they have notified that my warranty longer applies. They have also informed me that they need the loaner vehicle back because the fleet and dealership is changing ownership. This leaves me without a reliable vehicle unless I pay 6 thousand dollars for a guess at what would correct the issue. This violates ethical business practices and is extremely disheartening to take advantage of a minority. I am a Hispanic female who is a 100% disabled combat veteran.

  Business response

  02/20/2025

  .We are sorry you are having problems with your vehicle you DIDN'T buy from us. Over the last few months, we have been trying to replicate an intermittent issue with your car, and we can't find the exact cause. We have charged you ZERO dollars for our rental. Not sure why that would make you try and play every card in to book attempting to claim we are "taking advantage of you". Please take our FREE loaner back and come get your vehicle. If you would like to discuss further, you may call our GM ***** ************.

• Initial Complaint

  02/05/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid cash for a 2015 ***** Civic April 2024 with signed contract stating the dealership (seller) will file for title transfer and pay tax in ******** on my behalf as a service. Andrew Autos did not process the paperwork for my title in *********************************** Jan 2025. This negligence has cost me $159 in penalties and fees and no one from the dealership will return my calls. The finance manager has text me and claims to have been trying to contact me prior with no paper trail and no proof. I believe he is not telling the truth and phone calls are still unanswered. Almost 10 months post sale and I have no title and they have my money....

  Business response

  02/05/2025

  We sent the paperwork to IL. last year. They are very slow (2-3) months behind. They sent us the paperwork back and needed a signature from his wife. We sent the paperwork to him, and he claimed to never receive it. We have now resent it tracked by *** back to him. We needed his wife's signature and proof of insurance. We also included a check for the penalties of $159. We would love to have this finished as well. We apologize and are equally frustrated with Illinois delays with titling. As soon as we get the file back it, we will complete it.     

  Customer response

  02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The dealership sold this car to me in April 2024 and did not reach out to me until January 2025 (10 months later). The title clerk confirmed they sent the needed documents to the wrong address in Jan 2025. This dealership is not trustworthy and they made several mistakes during the titling process. They are now trying to blame the state of illinois for the dealership incompetence. They are trying to pass off the problem on the state of ******** who would only be responsible for 3-4 months out of the 11 I have been missing my title to the vehicle. 

  Warning this dealership is not competent in sales, paperwork or customer service. 

   
  Regards,
  
  **** *********

  Business response

  02/13/2025

  We are sorry again that this happened to you. We sell hundreds of vehicles to Illinois residents yearly. There are issues that arise from time to time, mistakes happen. This is not a normal occurrence. We sent you a check for the penalties. Please let us know if you need anything else. 

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Chevrolet Traverse from Andrew Chevrolet in April of 2024. 3 days after having the vehicle I began to notice some issues with shifting the vehicle in park. I contacted the dealership and explained what was going on and they told me no problem bring it in. I took the car in a couple days later, they gave me a loaner and kept my truck for 3 weeks. In that 3 weeks, no one reached out to me about the vehicle the entire time. I called to find out if there was any updates about my vehicle and was told they could not find the problem. They stated that it had a hard shift maybe once or twice but that is it. Be careful shifting the vehicle. I get the truck back and it is still doing the same thing. I call and inform that the vehicle is still doing the same thing when shifted into reverse. They told me that they couldn't find nothing but I can bring it back if I like. So I drove the vehicle and called a couple weeks later and was told the same thing, we can take a look but we told you that we are not finding any issues. I took the vehicle back in, nothing was done. First oil change, complained about the reverse issue, they say it did it a couple times but unless the computer system in the car gives information they don't know what the issue is. I was then told by **** that the transmission had a warranty and was fairly new. But until they can find a problem, they can't file a claim. A few months later, another oil change, same issues being reported and this time it is worse and the car is not shifting at all on some occasions. I tell the mechanic and he drives the vehicle, comes back and says yes he sees what it is I am talking about. He stated that he had no space to keep the car so I would have to bring it back the following week. I brought the truck back on 11/26/24 and they have had it ever since. Once again, no one has called me with a follow up, I called a week ago from today (1/16/25) to find out they have not even touched the vehicle yet.

  Business response

  01/30/2025

  We reached to her. We have reached out to Chevrolet and have them sending an engineer to help diagnose the issue.  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck would not go in to gear . .I told ******** I also told them my truck would start sometimes.. They replaced the ignition switch ....I left ***** didn't even make it home and turned my truck off it did the same thing would not go into gear it wouldn't start.... The same thing I complained about.I told the truck back to ***** now they are telling me I need a new gear shift cable ......If they would have fixed it instead of giving me an ignition switch I wouldn't have to go back.

  Business response

  08/22/2024

  Her vehicle is a 2005 with ******* miles. The ignition did fail. it was not sending a signal to start the vehicle. It drove out ok, so it was fixed. Now the cable is having issues. That happens with the kind of miles that are on the vehicle. To repair the cable, it would cost $539.74. We would love to help if she wants to. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Just recently had to have work done on my 2016 ***** Equinox on 03/01/2024. *** engine light came on, so I took it into an auto repair shop for a diagnostic and was told I needed a timing chain and gaskets. I was told by the auto mechanic that the reason for this problem was due to the oil not being changed! I was told by the auto mechanic that they usually don't see this problem on vehicles such as mine according to the year, and the low miles. *** auto mechanic expressed that typically this problem happens due to dirty oil and neglect of regularly oil changes. *** auto mechanic also showed the damaged part and how dirty the oil was. I just recently had the oil changed on 12/19/2023 at Andrew Chevrolet, I was not due for the next oil change till May 2024 or 7300 miles which ever came first. I'm only at 70,00 miles and its only April 3rd. He also stated if I just had an oil change the oil shouldn't be so black! I was out of pocket of $1700. Since the day I purchased this vehicle in 2018 from Andrew Chevrolet, I've been getting my oil change by their auto service department. I've never taken my vehicle anywhere else for oil change service. I've been consistent and on schedule for maintenance of this vehicle since I've purchased this vehicle. From the information that I have gathered from the Certified Auto Repair Shop mechanic, had the service I acquired at Andrew Chevrolet, and they did their job properly I should not have run into this problem! I'm feeling as if I was paying for service that wasn't being done and as a result to this, I had to pay $1700 dollars out of my pocket! Because Andrew Chevrolet was the only place that serviced my vehicle for oil changes! I've been a loyal customer of theirs for 6 years, now that I'm skeptical wondering are they reusing the oil they drain and charging me for service they never performed over the years I've been using their service is the reason that led up to this problem! I hate to say I will never go back! *** trust is gone!

  Business response

  04/15/2024

  **** the service manager reached out, explained things can happen in the engine even with regular oil changes. Her vehicle might be effected by an oil consumption issue that has a Chevrolet service bulletin out now (doc number-******* GM doc). We offered to have her come back after 1000 miles to check for oil consumption. There might be a bigger issue than what was repaired. All of our oil changes are filmed, and we offered to have her look at the footage of any oil change in the last 30 days. We offered possible assistance towards future repair. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/8/23 I purchased a 2021 Chev Trailblazer with $10,000 down & financing for 84mo at $235.On 11/10 noticed backing out of parking spot then putting into drive stepping on gas did not make car move. It would eventually. Called salesperson was told to bring in on Tue 11/14 service needed to look at car all day. Drove on weekend dash light was on wanted to check manual in glove box books were submerged in water with mold on the paper. Texted sales guy said bringing back car on Mon 11/13 for refund. Arrived there was told "it didn't work that way could either have car fixed or trade out for different car that was chosen by them. I took the trade car now have to pay them the rest of my savings of $3000 to do that. Can't believe people have taken advantage of me like this when they seemed so honest. Guess can't ever trust anyone Sad. Just moved to ********* from ******* and needed a car. Filing report with DMV people at that office after hearing story told me they felt I should have been refunded my money.

  Business response

  11/16/2023

  Andrew Chevrolet apologizes **************** had an issue with her vehicle. She purchased a vehicle that at the time of delivery clearly wasn't acting the way she states it was in the complaint, or she wouldn't have taken it.  We would have fixed the vehicle as it was within our warranty period. Our state does not have a "cooling off" period, or a return policy. We stand behind our vehicles and would have repaired whatever was wrong. She didn't want us to fix it and we agreed to let her switch into something else. Any vehicle on any lot could have issues, that's why there are warranties to cover those issues. Refund is not an option. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8 months after the transaction and I still don't have a 2nd key FOB. I was promised by salesperson "*******" a military discount / rebate and after paperwork was completed I was told since I was paying cash I could not receive that discount. it is for financing customers only. SO-- that would indicate discrimination against a cash buyer and a 100% disabled ******* Veteran

  Business response

  09/19/2023

  Sir,

  We have covered this with you. The key shortage is a Global Toyota issue. You should be receiving a letter from Toyota soon that instructs you how to claim your key. If you like you can call customer service at ********************** ************, and maybe they can give you an update. The "We Owe" you uploaded shows that Andrew Toyota owes you nothing. Once again, the key comes from Toyota.

  The "discount" you are referring to comes in the form of a rebate from Toyota Financial. To get that rebate form the finance company you would indeed have to finance the vehicle, as you stated you paid cash. 

  Thank you for your service,

  *****

   

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My experience at Andrew Chevrolet in *********, ** was nothing short of a disappointment. ****** and the manager showcased unprofessionalism at its worst. Their false advertising tactics were evident as they promised the option of outside financing, only to backtrack and refuse it upon arrival. What's truly baffling is that multiple sales representatives, including ******, *****, and another unnamed one, assured me that outside financing was possible. This misinformation led me to drive 50 miles to the dealership, wasting my valuable time and resources.The final straw was when they rejected my $23,000 financing offer and instead offered a significantly higher $26,000 through their own financing options. This blatant bait-and-switch tactic demonstrated a complete lack of integrity and left me feeling utterly taken advantage of. My experience with ******, the manager, and Andrew Chevrolet was a textbook example of unprofessionalism and false advertising. I strongly advise against dealing with this dealership.

  Business response

  10/11/2023

  We do take outside financing on a case-by-case basis. This case the customer asked us to discount the vehicle thee thousand below our advertised price, and we wouldn't entertain that offer. If he would have paid the price we had listed for the vehicle we would have taken the outside check. 

   

  *****

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-7-2022 I purchased a used 2021 Chevrolet blazer from Andrew Chevrolet for $38,748.25. Approximately after two weeks of driving the vehicle, I noticed a slight rumbling sound coming from the engine, and the windshield wiper fluid was frozen. I immediately took the car in to Andrew's service department for an evaluation. The service tech advised me that the wheel alignment was slightly off and that he could also hear the rumbling, but was unsure what was causing it. Per the technician an alignment would be done on the car, and a bunch of resets would be done. I received the car back and still noticed the rumbling. I took it back for a second time and was advised, perhaps it was maybe some bad gas that was causing the rumbling. I was also told to just run all the gas out of the car to see if that would fix the problem. And to only use ****** or a quick trip gas. After running out all the gas and filling up at the one of the suggested gas stations the rumbling, continued. I called the sales manager and complained he made an appointment for me to bring the car in on 1-10-23. But before that could happen while driving the car on 1-7-23 the power steering, and and a stability control went out on the car. Followed by a loud, clunking noise. I took the car into the dealership right away. Andrew Toyota had someone to come out and look at the car due to the service department being close. He said it was the power steering and stability which is no big deal but the car is hard to steer. The manager was no help just looked at me blankly. I asked him how could he sell me a car that stopped working before I make my first payment? The sales manager did not really say much. He just kept stared at me blankly with no solution. He told me to drive the car home and bring it back on Monday. The sales managers, and all the employees that I spoke to were very rude and dismissive to my concerns. Not only did Andrew Chevrolet overcharged me for the car they sold me a lemon.

  Business response

  01/20/2023

  I called the customer and apologized. the customer brought the vehicle back in and we fixed the problem with the steering. She is having another issue. She is bringing in next week for us to drive with her. advised customer she has an extended service contract that covers mechanical issues, so we get paid to fix issues that come up. We want to help.  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2022 Toyota Tundra TRD Pro from Andrew Toyota on 08/31/2022. I put a $1000 deposit on it in October 2021, I was told by my salesman ********************* I would get the first one and purchase it for msrp. The truck they sold me was used not new, the manufacturer TOYOTA sent the truck to a dealer in ********** MI for prep on 05/17/2022. On 08/15/2022 Andrew Toyota serviced it and removed the advertising decals, letters and emblems as the car fax shows in its service history. The truck had 400 miles on it when I purchased it. The dealership manager lied and said they drove it from dealership to dealership for the 400 miles but I called the dealership and they never owned the truck they serviced it for Toyota and they used it for advertising for almost three month. ********* law states a vehicle with more than 200 miles has to be sold as used, this truck had no window sticker or buyers guide in the window. I appreciate any help you can give.... Thank you

  Business response

  01/20/2023

  He purchased a New truck from us. We didn't remove any advertising other than the stickers it comes with. We remove stickers and detail for New vehicle delivery. The **** should be in the glovebox. If it is not we can help get him another one. We have a dirt lot where our New vehicles are stored until cleanup. All numbers were disclosed before he drove from ******* to pick it up. He saw the vehicle had 394 miles on it before he purchased it. Not sure why this is an issue now. We offered a extended maintenance plan, and that offer still stands.  

*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. ↩