Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My step daughter is a collage aged student that is 5 hours away from home and she brought her vehicle to this dealership because both her low beam headlights weren't working. The technician named **** was working on the vehicle and had "diagnosed" the problem and had said the headlights weren't working because she had a bad multifunction switch we were then quoted about $600 for them to install a new multifunction switch and we were told they wouldn't be able to know if the headlights were burnt out until AFTER we spent the $600...I'm currently a master technician in my hometown and I'm sorry but if you can't look at a bulb and see that it's bad you are incompetent and need to stick to oil changes or they could've checked the bulbs by plugging a new one in. We declined the service cause something seemed off my step daughter ******* then had a friend look at it because I am 5hrs away and she needed lights and it took him not 25min to find the culprit for the issue was a $40 relay. We were charged $160 for a so-called diagnostic if they had actually diagnosed it they would have been able to find the bad relay. I then called the dealership and told them about my concern and I was completely blown off for atleast 3 weeks and and everytime I did call the manager was somehow nowhere to be found and when I did speak to him to proceeded to feed me a line of malarkey and stated that "relays don't just go out, something takes them out"....uhm no sir **** fixed many vehicles because of faulty relays especially when it's an 18yr old car with 300k miles on it. This is the most disgusting experience and service **** ever witnessed either they don't know what they were doing and were guessing or they were taking advantage of a college aged girl

  

  Business response

  11/16/2024

  Thank you for sharing your experience with us. We sincerely apologize for the frustration and inconvenience that you and your stepdaughter, *******, have encountered with our service. We take your concerns seriously and would like to work with you to resolve this matter.
  
  Please reach out to us directly at ************ so we can discuss this further and address your concerns appropriately. Your feedback is invaluable, and we want to ensure that we provide the level of service that our customers deserve.
  
  Thank you for your understanding, and we look forward to hearing from you soon.
  
  Best regards,

  
  *** *******

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

  Customer response

  11/17/2024

  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 have tried calling to get this issue resolved for about 3 weeks and each time the service manager is either "busy" or just can't come to the phone right now and they take a message and I never get a call back, this is absolutely ridiculous, I am not trying to be difficult but the current management customer sevice for this type of business and situation is unacceptable, I will try calling again on Monday but will not be closing this case until there is a refund issued 
  
  Regards,
  
  ******** *********

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I had purchased a 2019 RAV4 from Northland Chevrolet (used). We test drove the vehicle, which was not detailed at all and found that there were some cigarette ***** on the drivers side seat, on the windshield pillar, and on the carpet of the vehicle. 3 of the 4 speakers were also not working, after the test drive the salesmen had asked what we though about the vehicle. I responded like the vehicle but we would like to get the speakers fixed if possible, we negotiated for some time and came to an agreement with them fixing the speakers as part of our $24,500.00 dollar purchase. We drove the car home to transfer some belongings from her previous car to her new car. When we did this we found a 12x12 hole/burnt carpet under a aftermarket floor mat (which did not fit the car properly), my wife very upset told me we need to try and talk with the dealership since again weve only had the car for 1 day! It took 2 days and many phone calls later that for them to get back to me about my issue with the vehicle, the people who did answer just said sorry I dont get paid enough to make decisions like that. We would like to return the car due to not being told about the damage in the vehicle disclosures.

  

  Business response

  09/19/2024

  Company states that they game him an option to fix the carpet section and offered floor mats, however the consumer wanted the full interior redone. It didn't look burnt, but erosion continued through the carpet, it is not a safety concern. Company states that they are still willing to fix the carpet section and provide floor mats if they would like to give the company a call.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2014 Jeep ********************** on 8/20/22. We purchased the vehicle and within an hour of returning home, a ticking noise began coming from the engine. We notified the dealership on the next business day. They agreed to look at the vehicle and proceeded to run diagnostics and drive the vehicle. The dealership deemed there to be no issue, but did not address the ticking. The issue is a known problem with Jeep engines, either a rocker arm or a lifter. The dealership has been told that this could be the issue; however, they say there is nothing they can do about it.

  

  Business response

  09/07/2022

  ******,

  I left you a message this morning 9.7.22 at 8:08am.  We would like to resolve this complaint the best way we can.  Please call me at your earliest convenience.

   

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

  Sales Manager

  Northland Chevrolet

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

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle in 2017. At the time the finance gentlemen sold us on a bunch of crap!! Bought rust proof package and extended warranty. With rust proof I got all my seats treated and flooring. Carpet is thin and coming up and seats have some sort of white film on them. The entire bottom of my vehicle is rusting. My brakes make noise because of the rust, and the bottom of every door on my car is rusting. Had many engine issues also. Northland tried to fix problem but car still leaks oil and after asking service to submit another claim to get my vehicle fixed nothing ever happened and extended warranty ran out. Fan in car has been replaced. Called service 4 times to see if the fan was still covered no return call and fan still does not work in my vehicle. Loved my salesman with the process but honestly that is about it! never going back!

  

  Business response

  07/07/2022

  RE:  *****************************

   

  I am following up on ID ********.

   

  ******** had purchased an extended Service Contract on her vehicle when she purchased the vehicle new from us in 2017.

   

  The last time her vehicle was in our shop here at Northland was on January 11^th, 2022, when we did an oil change.  We notated that her Right Rear Axle seal was seeping.  The mileage was 125,782

   

  The next to last time her vehicle was here was in September of 2021 where we did an oil change, and notated her tires were due.  The mileage at that time was 115,*** miles.  We here at Northland are hoping that she changed her oil somewhere in between these two service appointments with us.  If she did not, that is way outside the mileage parameters for what the manufacturer requires.

   

  In February of 2021 we fixed several items on her car for her.  These Items were covered under the extended service contract that she had purchased from us.

   

  Here is a list of items we fixed in February of 2021..

  Rear Main Seal

  Window Regulator

  Fuel Pump

  Timing Chain

   

  I have tried to call this customer to talk with her regarding this issue but she will not call me back.

   

  It is our goal here at Northland Chevrolet to take care of our customers, before during and after the sale.

   

  I would like to get this issue resolved for ******** if we can.

   

  Thank you for your time,

   

   

   

   

   

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

  Sales Manager

  Customer response

  07/18/2022

  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 gentleman from Northland ***** called me and left me a message and I called him back the next day which wouldve been a week ago last Thursday and left him a voicemail and he never called me back

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

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off my 2011 GMC ****** on 3/9/22 for a 10:00 scheduled oil change and to look into an oil leak I noticed. At 10:57 I received a call from the service rep stating my vehicle was complete and ready for pick up. Around 16:30, I stepped into Northland ***** to pay for the service and pick up my truck, when I got the keys I looked over the paperwork and asked a few questions on what the technician did or didnt do. They assured me they did the oil change, found oil leaks (that I told them about), and covered the items on the multi-point inspection sheet. When I got out to my vehicle, I lifted the hood to check a few items and turned on the headlights knowing there where a few details that would have been fixed if the technician truly did a multi-point inspection. When I brought my truck in, I knew my air filter cover had loose screws and missing one screw, so the filter was quite dirty. Also, one of my bulbs in the tail lights was burnt out. Low and behold, what I found after the service, was a burnt out bulb in the tail lights, the filter cover with loose and missing screws and a dirty filter along with the oil dipstick popped up about 4 inches knowing it was never pushed in all the way. Looking again at the paperwork filled out by the technician, many of the items were check as good when they were never checked or should have been marked otherwise, along with majority of the items not being marked on the sheet. Around 16:45 I stepped back into the service department to figure something out and was told they would let the manager know and he would call me the next day. About a week later 3/18/22, at 14:32, I called the service department and asked to talk to the service manager, left a message. On 3/22/22 I called again and left a message for the service manager and am waiting for a response. This is not the first time I have paid for a service here with multi point inspection and a few items have been missed. I hope we can figure something out. Thank you

  

  Business response

  04/08/2022

  *************, our service manager will reach out and see what we can do to make this right.  We will make sure what was paid for is done.  

  Customer response

  04/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I believe they know what is right and will do what is right, I need to get my confidence back in the business. I know good help is hard to find, and I am no mechanic, but I believe customer satisfaction should be high priority, sales and service. Thank you. 
  
  Regards,
  
  *******************************
  

*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. ↩