ComplaintsforGandrud Nissan

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 Chevrolet Silverado double cab for $31,000 from this business. I had the truck under 30 days and what looks like a botched paint repair on there part. I looks like they gave it a quick slop job on a paint repair when they took it in on trade. Whomever they had do it didnt do a very good job cause ya can see they never put primer on b4 they painted it and the paint flaked and fell off. Now theres rust and bare metal on the roof of my truck. Which they did a good job of hiding it when i looked at the truck. I contacted them and asked them to fix it and they told me they price according to any defects. Well thats all fine and ***** but they didnt discount the price for the defect they tried to hide it. Which they did till until the paint flew off a couple weeks later. I did talk to the salesman that sold it to me and he said his manager said they would talk to there traveling paint guy and see if he would be in my area anytime and that was 3-4 weeks ago and ive heard nothing and get no response back from them. I could see if i spent a few grand on it that be one thing but to spend over $30000 on the truck to have the paint fall off then be pretty much told that its to bad for me thats wrong.

  Business response

  12/27/2023

  Customer called in twenty days after owning the truck and noticed paint missing by antenna. He thought maybe we noticed it and touched it up prior to delivery. That was not the case we actually did no body work to the roof of the truck prior to being on the lot. Any patch work done was prior to us owning or obtaining the vehicle. Clearly the flaw was missed by us, so I asked our contact from Mobile Magic if it was a repair they could do. Unfortunately, with how the paint is peeling back the repair would not be acceptable and may create bubbling underneath more of the paint. So we decided to repair the roof properly. The contact with the customer has been with ********************** staff member and not a manager. From this point on I will follow up to make sure our **************** schedules the repair. We will repair the roof in the proper way. If you have any other questions on this matter, please feel free to contact directly.
  
  
  *********************************
  Gandrud Chevrolet
  Sales Manager
  
  *************
  
  ***************************************

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in a minivan to Gandrud Automotive and bought a used 2017 Acadia in early September 2023. Right away, the air conditioner didn't work, there was grinding in the exhaust, and after 15 days, the check engine light went on, and the heat/engine gauge didn't work. We expected Gandrud to take care of the repairs. They refused. After working with other people, we agreed to pay half. However, they didn't fix all the issues, and we still had the air issue. We asked just to sell back the car and be done. They told us we could trade. After going to the lot, the manager told us he was ordering a car, and it would be in on Wednesday. I never received a call about it. I called on Thursday (twice) and was told it was not in and he'd let me know. After hearing nothing we came back, asking to sell our vehicle back. We were told we could look at Gandrud Jeep at an Acadia they had there (even though I was told no earlier in the week). We signed papers and thought we had purchased it. However, after 10 minutes of driving home, we received a call saying the paperwork was incorrect and we had to return. We decided enough, and we asked again to sell the car back. We were told we would get the original price plus the extra money we spent on repairs and that the check would be mailed to us. We were also told that the manager was appealing to the state to get our taxes back to us. After days of not receiving a check, I called to inquire. I was told the entire check was cut to the bank. I needed this money to purchase another vehicle. After calls to the bank and dealership, I was finally able to pick up the check; however, the taxes were not added on. At this point, I have no faith that anyone actually filed paperwork to receive the taxes back, and after all this hassle, stress, and trips to the dealership, I only feel it is fitting that the paperwork is filed and we get our taxes back that we paid. I also want to be refunded the service fee since our service was horrible.

  Business response

  11/22/2023

  To Whom It May ******* at Better Business Bureau,
  
  
       This in regards, to the complaint filed by *** and *********************************** on the purchase of a 2018 GMC Acadia. They purchased the vehicle on September 19, 2023, for $20995 plus fees. At the time of purchase the vehicle had ****** miles on it and they were offered vehicle service protection on the Acadia. They declined all protections offered at time of purchase. On September 26, with ***** miles they brought the vehicle in for a squeaking noise. Our advisor scheduled them for October 11 to look at the issue. Our service department inspected the vehicle noted there was an exhaust ****** the was loose. We took care of that issue and inspected the brakes for them do to a Brake sensor light coming on. We did these items free of charge. They also had a concern of a temperature light gauge that was sticking and a humming noise on his same date. These new concerns were not stated on the previous date. We noticed the thermostat and blend door were having issues, but the humming noise could not be duplicated. This concern was at ***** miles on the Acadia, we agreed to fifty/fifty that repair with them. Their portion was $589 for that repair of the thermostat. Then on October 26, they had concerns of the humming noise again, but explained was told it was normally when started. We advised and offered to take the vehicle overnight so we could cold start it. At this point they had enough, so together we decided to buy the vehicle back at the $20995 minus ********* State mile charge, since they put over two thousand miles on the vehicle. We also offered them to trade it in for the full value of $20995, plus also get their tax saving. They decided to trade it in on another Acadia which was newer and only forty-four thousand miles. ***** signing paperwork on that unit, they decided to not take that vehicle and were going to buy elsewhere. On October 31, 2023, we printed two checks one for $7756.44 to ********************** to clear the loan, and one for $13827.56. These checks total $21584.00 which equals the $20995 sale price of vehicle and the $589 they paid on the repair order. Please note we did charge them anything for mileage driven due to the inconveniences they had.  At that point we honestly thought we did what was in the best interest of the customer to satisfy them. We are still working on receiving the correct forms to submit to the State of ********* to have the sales tax reimbursed. They were aware the sales taxes could take a little a time since the State of ********* needed to send us the proper paperwork to fill out and once sent back gets reviewed by the State as well. Anything else we can to do assist the Brennenstuhl's we are happy to comply, just please let us know.
  
  
  Sincerely,
  
  
  *********************************
  Gandrud Chevrolet
  Sales Manager
  
  *************
  
  ***************************************

  Customer response

  11/23/2023

  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.
  

  I am asking for my tax money and service fees back. *****, from Gandrud, wrote that he is still waiting on the correct paperwork in order to submit this paperwork. We sold our vehicle back almost a month ago, when he verbally confirmed with us that he was talking to a state representative to get the paperwork. This paperwork should be submitted by now. Furthermore, *****'s response is filled with complete untruths, which indicates why we are in this problem with Gandrud. Within 20 days of us owning a vehicle we bought from them, there was a grinding noise in the exhaust, the air did not work properly, the check engine light was on, and temperature gauge did not work, and there was a humming in the wheel base. This is inexcusable. I understand if one this goes wrong, but not five. We did contact Gandrud ***** about all the issues two days prior to bringing it in for service, where my husband was told repeatedly that we would have to cover the entire expense. It was only after we contacted someone from the Gandrud Jeep side to intervene for ** that Gandrud ***** agreed to split the cost. Also, due to repeated lack of communication on Gandrud ***** part, all the issues were not resolved with the vehicle. The air issue was not addressed. The service manager told us we could bring the vehicle back AGAIN to get it all fixed. At that point, we already spent almost $600 and had the stress of not having enough vehicles to function our daily lives since it was the shop and we were told no loaner vehicles were allowed, so we asked to have the vehicle bought back. *****, you told me we could make a trade and told me that a ***** Traverse was coming to the lot on Wednesday. I called you twice on Thursday since you did not follow up. You delayed this process by not knowing when this vehicle would actually be in. Finally, on Oct. 30 we decided we needed an answer. We went to your dealership and you still had no idea when the Traverse would be in. It was at that point we said enough was enough and asked to get our money and move on. Then, you said we could trade with the Gandrud Jeep side, which you had previously told me we couldn't do. We agreed. At that time, I asked ***** if we would be getting our $589 back for the repairs. He told us no, that was an upper management decision that he couldn't answer. We filled out all the paperwork. Again, Gandrud made a mistake. We did not decide we did not want the vehicle as you stated in your response. Instead, the paperwork was filed incorrectly and Gandrud told us we needed to come back and resign since they made an error with the loan information. This was the final straw for us. We just wanted our money to move on; no more chances with Gandrud to make errors again. On Oct. 31 we did come back AGAIN to sign final paperwork. It was only through the management at Gandrud Jeep that we were able to get the $589. They were the ones who helped us along the way, trying to make this situation better. They understood they horrible spot we had been put in and the mistakes made. They apologized and tried to make the situation right. Not once did Gandrud ***** try to rectify this situation, acknowledge their mistakes, or ever try to make this right. *****, you did not have checks ready for us that day. You told me that day that you would get the check in the mail. After a week of waiting (and having to coordinate being down a vehicle again) I called to inquire about the check. I needed that money in order to put a downpayment on another vehicle. I was told by the accountant that ***** had told her to cut the entire check to the bank. I had to call the bank (who told me it might take weeks to get the payment processed) and make many phone calls to finally demand that Gandrud stop payment and reissue the checks. I had to drive up to Gandrud AGAIN to pick up the check. The constant lies, along with the many trips we needed to make to Gandrud to fix the errors on Gandruds part is why we are asking for the service fee back. We spent hours of time, energy, and stress in order to solve the error after error your company made, not to mention the gas money we spent driving there and back countless times and the stress of not having the vehicles we needed to function. We are so disappointed in the unprofessional matter that Gandrud ***** is handling this situation. You sold us a lemon of a vehicle, made error after error along the way, and now we are still waiting on you to file tax forms for us. Please resolve this issue in a timely manner.

   

  
  Regards,
  
  *******************************

  Business response

  12/04/2023

  Total original car deal is $21,978.17 after all taxes, fees, and titling.
  

  Customer reimbursements so far is $13827.56 to customer, and $7756.44 to Lienholder, leaving $394.17 Due from car deal and $589 for Service Ro

   

  Check payment is issued today and mailed for $589.00 service repair order and the $394.17 sales tax return payment processed (total payment to customer of $983.17).

  Customer will now be fully reimbursed all fees and taxes, along with the vehicle sale price and service repair order.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a new 2022 Silverado truck in February of 2022 not all the features where in the truck due to a chip shortage was told by salesperson they would be available in March of 2022 it is now April of ********************************************* the truck Have contacted them numerous times keep being told there still waiting meanwhile they are selling new 2023 trucks with all chips and features in them

  Business response

  04/20/2023

  We had received the contract cancellation requests from the customer.  Normal processing time with the third party who issues the warranties from cancellation request to funds back at our dealership are 6 to 8 weeks.  We had issued the customers warranty cancellation to Truist, who is the lienholder, and per bank agreements had to be issued the warranty as it was financed with the unit.  A few weeks after the check was sent, the customer reached back out to ** stating that truist still does not show payment from the warranty, so we issued a stop payment on the check we sent (assuming lost) and reissued a new check.  Shortly after we did this truist had found the check and reached out to us to see why we issued a stop payment, and we told them due to the timing there would be a second check coming in the mail.  We did offer the customer to get the check from us and send in with his payment so they would for sure get credit timely, but instead they gave us a different address with truist that they requested ** to send the check to.  A few more weeks go by and early April the customer had reached back out to us to stop payment, void, and issue a new check to truist, which we agreed to do if truist does not have the check.  We called and verified check was not received by the lienholder, and the next morning reached out to our banker to issue another stop payment.  The check was shown to be pending as if truist had found it and attempted to cash it, so we were not able to issue the stop payment.  The next day the check did clear and truist, does have all funds for the warranty cancellation to apply to the customers loan where the warranty was paid with.

  Customer response

  05/01/2023

  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.
  
  Gandrud's response is 100% not related to my case, but nice to find out that other people are having issues with them.  My complaint is regarding the purchase of a 2022 Chevrolet Silverado Trail Boss in February of 2022.  We purchased the vehicle from Grandrud and at the time was made aware that it was missing chips for the heated seats, heated steering wheel, front crash detection and the auto stop feature.  The salesperson that we purchased the vehicle told ** at purchase that these were expected to be in, in March 2022 and that they (Gandrud Service) would call once the chips were in to have them put in.  It is now May 2023 and the only chip that has come in was for the heated seats in March of 2023.  I have called Gandrud at least monthly and have continuously been promised a different month that they were coming in.  I was originally told that Gandrud would call when it's in and have subsequently been told that it would come as a recall postcard from GM.  Gandrud has pushed me off to different people, supposed managers and they keep saying it's out of their control and to call GM.  I've called and spoke to customer service at GM and they reported that Gandrud marked one of my chips as closed that I have never received.  When asking Gandrud about this, they have to transfer me to several different people to find out why or what's going on with that.  It seems like no one at Gandrud has a clue of what's going on.  I shouldn't have to continue to wait for chips for my truck that I purchased 15 months ago and Gandrud is selling brand new trucks with the chips all in it.  Gandrud did a disservice to not only myself but I'm sure plenty of others that are waiting on the chips and now have no intentions of making this whole situation right.  They mentioned giving ** a credit for the missing chips, we got ***be $100 off the sticker price of our new truck to compensate the missing chips .. That *** have been sufficient if it was only a month we were waiting, but now it's 15 months later and still missing most of my chips.  As another way of trying to make it right they sent ** a voucher for points on our MyChevy account that equated towards $250 of assesories.  I ordered a sport bar for my truck and was going to use that money towards the bar.  It was ordered (supposedly) in February and I had made an appointment to have the sport bar put on my truck.  It came to 2 days prior to my service appointment and received a call that my bar wasn't in and it's on back order.  I've called at least twice to follow up on the sports bar and one person told me they had now idea what I was talking about and didn't see an order out there for me for the sport bar.  I had to wait for a call back from a certain person and they of course weren't in for a few days.  That person never called, and I eventually had to call again and find out that it's still on back order and not a clue when it would come in.  And now of course, the $250 credit they gave for trying to make good about the chips still not being in .. has now expired.  Gandrud has totally written us off and did a dirty deal by selling all the vehicles without chips that they did last year.  Every person gives a different story/lie.  They do a good job of schmoozing to get you into a new vehicle, but when it comes to follow up and making good on things like this, they are just awful.  Some of the people we've tried to talk to about this are just down right rude.  I would NEVER buy another vehicle from Gandrud, I would NEVER recommend anyone buy a vehicle from them and even their service is not great.  Just feel lied to and CHEATED!  Shame on Gandrud.
  
  Regards,
  
  *****************************

  Business response

  05/24/2023

  For the last couple years every GM dealer in the country has been faced with a well known micro chip shortage.  ************** plan was to continue to build and deliver vehicles throughout the shortage, while letting people know that certain options on their vehicles would be retrofitted at a later date.  Yes, most vehicles now are being built with the necessary chips and over the last year GM has been opening up the customer satisfaction programs to retrofit all the vehicles that need to be upfitted.   We, as a GM dealer and service center, have no control over the timing of this process.   Over the last year we were given estimated dates as to when some of these retrofits would be happening and we would pass those on to customers but in the end GM determined when each vehicle option would be addressed.   In this case the heated seat program was able to be addressed starting 12/14/2022.   The Park assist program opened up 4/4/2023.   And the good news is that the final heated steering wheel program just became available on 5/23/2023.  Included is the downloaded screenshot directly off GMs vehicle history page:
  Customer Satisfaction Program ********************* Heated Steering Wheel Retrofit Steering Wheel Replacement Only - Expires July 31, **** 05/23/2023 Open
  Customer Satisfaction Program ********************* Park Assist Retrofit - Exp. 5/31/**** 04/04/2023 Open
  Customer Satisfaction Program ********************* Heated Vented Seats Retrofit Due to Chip Shortage - Front Seats Only - Expires December 31, **** 12/14/2022 Closed
  
  We certainly wish that we as a dealer and the go between between customers and ************** had all the accurate dates and answers for this program but we can only pass along estimated dates that we are given and then, as programs are made official,  handle them accordingly.   Our service department has literally been addressing hundreds of these cases as they come up  - and the majority of retrofits are completed.   In the meantime, as the final cases are addressed, we can certainly understand the frustration that some have dealt with.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband purchased a 2014 Chevrolet **** truck from Gandrud Chevrolet on November 17, 2022. Though he had declined multiple times he was pressured to purchase an extended warranty and payment protection warranty. He reluctantly accepting, knowing he could cancel both within 30 days. Both policies were cancelled on November 22, 2022. He called to confirm cancellation on December 16th, as both policies were still showing on our billing statements. He was told they would send checks to Truist to cancel both policies from our total. By January, this still had not happened. In February we received a check for $1180.95 to pay off the payment protection warranty (though the consumer price was $1199.00). Moving forward **** was told they would issue a check for the extended warranty to us. We still have not received this payment of $4,150. I have since contacted Gandrud and explained all communication regarding the repayment of the extended warranty was to come through me and it would need to be to us by today or I would be filing a report with BBB. The afternoon in which I emailed, they contacted **** and left a message stating this check was sent out early last week.

  Business response

  04/27/2023

  We had contacted the third party we sell the warranties for to cancel the warranty purchased by the customer.  Normal turnaround is 6-8 weeks before we are paid back from the provider to issue refunds back to the customer.  Being that *********** financed the warranty, we are required to send the cancellation payments back to the bank and not the customer.  We had cancelled the warranty and once paid by the provider immediately sent a check out to ***********.  The customer called a few weeks later and stated that the credit is not showing up on their account and requested we stop payment on the check and send another.  We had reached out to truist who verified they do not show it yet and proceeded to call our bank to start the stop payment.  We did and reissued a new check to truist, and mailed it to a different address then our bank contact at truist requested all payments to go to.  We had sent this payment out at the customer's request to a new address and once again a few weeks later we are still sitting with an uncashed check, and a customer requesting the check to be cancelled again and reissued.  We obliged and checked with our bank to issue a stop payment again and was told that it shows the check pending on truist as an open deposit. The check is now cleared as of the beginning of April with Truist and the funds are in their hands to get to the customer's account.  We had submitted this response on the BBB website but have not heard back.  

  Just put this back on the BBB website, Not sure if the first one didn't submit through: 

  
  

  
  

  We had contacted the third party we sell the warranties for to cancel the warranty purchased by the customer.  Normal turnaround is 6-8 weeks before we are paid back from the provider to issue refunds back to the customer.  Being that *********** financed the warranty, we are required to send the cancellation payments back to the bank and not the customer.  We had cancelled the warranty and once paid by the provider immediately sent a check out to ***********.  The customer called a few weeks later and stated that the credit is not showing up on their account and requested we stop payment on the check and send another.  We had reached out to truist who verified they do not show it yet and proceeded to call our bank to start the stop payment.  We did and reissued a new check to truist, and mailed it to a different address then our bank contact at truist requested all payments to go to.  We had sent this payment out at the customer's request to a new address and once again a few weeks later we are still sitting with an uncashed check, and a customer requesting the check to be cancelled again and reissued.  We obliged and checked with our bank to issue a stop payment again and was told that it shows the check pending on truist as an open deposit. The check is now cleared as of the beginning of April with Truist and the funds are in their hands to get to the customer's account.  We had submitted this response on the BBB website but have not heard back.  
  

  
  

*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. ↩