ComplaintsforDutch Miller Chevrolet Inc

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car brand new in 2021. It is a 2022 ******* Palisade. In June of 2023, I began to have issues with the vehicle. The vehicle has since been in and out of the shop for a year now & is still not fixed. I have opened case after case with ******* & all they have done is send me a check to cover one car payment. Sometimes the issues I have with the vehicle is a reoccurring issue, sometimes a new issue comes up. I can't even tell you how many times I have had my vehicle in and out of the shop within the past year. This last time, it was there for 2-3 weeks, they swore it was fixed and I received my vehicle back and did not have it for 24 hours and the same issue was occurring. ******* will not buy the vehicle back nor trade it for a similar one. I just keep getting the run around and it's the same thing. Take it to the garage and fix it then 1-2 months later I'm right back there.

  Customer response

  06/03/2024

  I have contacted ******* & looked into the lemon law & buy back option they have, but I do not qualify for either.

  Business response

  06/10/2024

  We have worked very hard to provide Ms. ******* exceptional customer service and accommodations with our loaner vehicles at Dutch Miller *******’s Service Department. 
  It is unfortunate that her Palisade has had defective parts that have needed replacement and that another intermittent issue arose. ******* is working to assign a field technician to come and work with the vehicle. If she would like to pursue a buyback with ******* or receive further compensation for her troubles, she will have to communicate with ******* as those requests fall under the manufacturer’s potential obligations. General Manager Aaron M**** has agreed to provide her with a complimentary appraisal for a trade of the vehicle. If she pursues this avenue, she should bring any paperwork from the originating dealer where the vehicle was purchased

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a jeep 2 years ago this month! It has been my 4th vehicle from there. My jeep has been in the shop 5 times. Service Department is a joke. They have poorest attitude,LIARS. Have put a single mother with an autistic child with lots of schooling and therapies in a tough spot! November 2nd I put it back into the shop for the 5th time. They had stated it needed 3 new axles b/c broken. It has now been 8 weeks and I still do not have my ONLY vehicle! Everytime I called in I received different stories. I was told they would look into my warranty about getting a rental car but would only be good for 10 days. Well guess what? Still nothing. Not a loaner car, not even a phone call!!!! On December 16th we made yet another call to check in. The prior week we were told we would be able to get my car and it be ready by Wednesday that the last axle would have been in and put on. On Saturday we were then told that the axles were being cut out bc of such problems. Now we have no axles being fixed!!! I was informed by a friend my vehicle was still on the lot. We drove up to see and it was! It had never been touched!!!!!! We spoke with a manager who then found out that the service ticket and parts were never ordered!!!!!!! Here it is 8 weeks now. I also have documentation of my car being supposably ready for pick up on the 24th of November due to declining services!!! That's a LIE!!!! They had stripped and swelled my lug nuts so bad you can barely get them off from the last time it was in the shop which shouldn't even be touched bc that was for transmission issues! Again I was told nothing wrong. I know I am a woman but I'm not ignorant or a child. I'm tired of the treatment tired of the lies. Furthermore we looked into trading it in but I was taken advantage of and bought the vehicle for more than it was worth with that being said I'm upside down over 10,000! I asked was for the truth, my vehicle fixed, or to make it right and buy the car back and help get something reliable!

  Business response

  01/02/2024

  Due to unforeseen and unfortunate circumstances it is taking a little longer than anticipated to complete this repair. We are doing all we can to complete this repair as soon as possible. In the meantime, we have provided Ms. ***** with a rental vehicle and will cover the $44.00 per day rental charge while we work to complete the repairs. Should there be anymore related concerns or issues, Ms. ***** can contact Aaron *****, General Manager at ************.
  

  Customer response

  01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *****

   

  The unforseen circumstances is not bc of timely fashion. It's all due to being lied to. To someone who failed to do their job! To continue to lie! We were supposed to have the rental car the Friday before Christmas was told that Thursday it be ready by 3 that it was going to be gassed up and cleaned. We waiting no phone call. We waited Monday and Tuesday nothing! Finally Weds when I submitted the complaint is when we were told again a lie was told that they tried getting a hold of us. Did not happen. Further more the supposed RENTAL CAR that is costing dutch miller 44.00 a day they say, is actually one of their loaner vehicles. It has temp tags which is also from dutch miller!!! Not to mention it's a piece of crap vehicle and not even clean! I do believe there is blood on the sun visor. Which I have uploaded pictures of proof!! So yes they finally after 8 weeks of not having a vehicle they gave me one. But they will not sit there and say that they are paying for me a rental car and waiving the fees. That is false!!!!!!!

   

  Regards,

  ***** *****

• Initial Complaint

  11/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Complaint taken by phone.  Consumer has no email.  dh

  August 29, 2023 Mr ******** purchased a 2014 used **** ********** motorcycle.  It is paid for, he has all paperwork, except for the title.  He has made multiple attempts to get an answer from someone at the dealership without success.  He just wants the title.

  Business response

  11/16/2023

  We reached out to Mr. ******** and made arrangements to send him a duplicate title, as it appears the original never got there. We will send it by mail and will follow up with Mr. ********. We apologize for the inconvenience.
  
  

  Customer response

  11/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Mr ******** has told BBB today that he has not yet received a title for the motorcycle as promised.  
  
  Regards,
  
  ******* ********

  Business response

  11/28/2023

  Title was taken to WV *** Tues. Nov 21st for processing. Our courier returned there on Wed. Nov 22 to pick it up but the *** had closed for the Thanksgiving holiday and was closed Thurs. & Friday. Title was picked up Mon. Nov. 27th and overnighted to customer via ***. He should receive it today, Nov. 28th. Tracking #******************.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen and recovered. I was told by insurance company I had to take it to a dealership to have it fixed. They have had it for 4 weeks said they couldn't start on it until 8/7. When that date came and went called was told they didn't know when they would get the part. Called again around the 14th and was told the parts would be there on Aug 20th I know a Sunday but ok. Call on Aug 23 was told they are working on it and should have it back Friday or Monday. Decided to drive by on Saturday the 26th the car was still parked where it was on the first day they had it. Husband called Aug 28th and no one could give any answers as to when the call would be fixed. There have been recalls on the car as well. I need my car back and no one will tell me when it will be ready

  Business response

  09/01/2023

  We had multiple communications with the customer, though we will work to always do better. There were parts for their vehicle on order and as we received parts, we needed to move the vehicle manually in and out of the same spot that was close to the bay door to make the repairs because the vehicle was inoperable due to needing an ignition switch. We received the final part to complete the repair 8/31/2023 and the vehicle was completed and ready for the customer to take delivery on 9/1/2023..

  Customer response

  09/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Robin *******

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  dutch miller delivered my car late while failing to honor my driver's license. now it is failing to pay the taxes and has not registered the car, on time, as negotiated with Aaron Miller, GM. Have Miller register the car, and pay all taxes by noon, today.

  Business response

  03/23/2023

  Our obligation based on the purchase of the vehicle is to set up taxes due to the state. Customer lives in SC where property taxes are required to be paid when vehicle is registered. This is the customer's responsibility as outlined by ***** *** with the SC DMV and ******* Murphy, ********* County SC Auditor. It is not stated in any agreement that Dutch Miller would pay the property taxes.

  Business response

  04/03/2023

  Response from General Manager Aaron Myers:

  Nowhere is it stated that the dealer would pay property taxes. If that was outlined and defined, then proof would need to be submitted. When it comes to the sale of a vehicle, if it is stated all taxes would be paid, that would pertain only to the taxes of the vehicle sale.

  Customer response

  04/04/2023

  Better Business Bureau: all taxes means all taxes. It does not specify certain things. All taxes means all taxes.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  **** *******

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June I purchased (on loan) a 2022 Kia Forte GT. I was sold an extended warranty program as it would extend my loan but lessen my payments. I also had gap insurance. It only had 5024 miles on the odometer however I drove it on the interstate from Huntington to Charleston and the car went into limp mode. I booked an appointment with Dutch Miller Kia to have it looked at however I was told there was no CEL and it was raining so they could not test drive the car. This is after waiting weeks for an appointment. I am not here for a complaint on what it took to get the car fixed, which was a fiasco in itself and the fact that they denied a loaner car because they didn't know what was wrong with it... Because they wouldn't look at it, is a whole other issue. Once I got the car fixed after months, I had other reasons to add in, but as Dutch Miller is the only kia dealership in a reasonable range, I decided to trade cars. I traded the Kia and a Camaro for an Audi. I was told to check with Dutch Miller Chevrolet as I would be owed a prorated refund on the warranty policy I purchased, along with gap. I provided documents to Dutch Miller Chevrolet, who did not say there would be any issues with this. I was told (after asking) that I would receive a check in the mail. The car loan for the Kia was paid off through trade on September 9, 2022. I have been to Dutch Miller three times and have called more. I have yet to see any said check nor any updates on why I do not have it. I did not have the car long. Last week I was told I should have it by Wednesday. It is now Thursday, February 23.

  Business response

  02/24/2023

  Customer's refund checks were mailed to her on Feb. 23, 2023. Gap refund for $781.46 and First Mechanics Service Warranty refund for $1,657.51. Customer was called and informed on 02.24.23.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Feb 19, 2022 I went to Dutch Miller Chevrolet in Ripley West Virginia to buy a vehicle. My father accompanied me to the dealership. I picked out a 2009 ****** ****** which was supposed to be certified used vehicle. Meaning that the car had been inspected. The salesman, my father, and myself went for a test drive. While driving my father kept hearing a thump in the back. He and the salesman spoke about the thump. My father thought it was the shock. The salesman agreed. My father said they were not hard to change it wouldn't be a big deal. During the sale of the vehicle the salesman said that there was an extra 400.00 for a tracking thing for the vehicle. I told him I did not want the tracking to take it off. The salesman went to his sales manager to see if he could take it off. He came back and told me it was mandatory for me to have on my vehicle that he could not take it off the sale. I was frustrated and went along with it. This should have been the first clue to walk away from this dealership, but I did not. The salesman took me to the sales manager to close the sale. I paid cash for this vehicle. I had just gotten my tax return. I am on a limited income with three kids and needed something reliable to drove. I paid 8500.00 cash. With tax and the extra for the tracking I not want, the total sale was $10,287.86, On the way home the vehicle started acting up. It started to spit and sputter with all the dash lights coming on. I called when I got home to tell them. They told me to bring it in Monday to see what it was. It was the alternator. They fixed it no charge. Now back to the clunking in the back end of the vehicle. My father is a very busy man. Works all the time and is a single parent. He finally had time to fix the shocks that he and the salesman thought was making the clunking sound. Upon taking off the back wheel, he looked at the shock. He didnt find anything wrong with it. I don't have enough room to finish the com

  Business response

  09/29/2022

  Dutch Miller Chevrolet of Ripley ("DMCR") has addressed this matter with the customer directly, and it is understood that the customer has no ongoing complaint with respect to DMCR.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took vehicle there for recall,Hyundai says recall is critical has to change parts out ,dutch miller saying no ,after they put in garage looked at it ,now motor is making thumping noise

  Business response

  01/13/2022

  Response from General Manager at dealership:

  The vehicle had 2 recalls including one for an engine software update and one for an engine bearing inspection, which it passed. No parts were needed. This was explained to the customer and we showed her the flowchart on both recalls indicating that no parts needed to be replaced. We will reach out to the customer about the new issue and schedule an appointment to see if something else needs to be done.

   

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dutch Miller in Huntington, sold me a car. I had it for a couple of weeks, didn’t make my first payment, and it has milky oil, check engine light came on, the car wouldn’t make it anywhere. I had it towed their. I was in the first loaner car for a week. Got my car back and it didn’t drive the same, made a very crazy noise and someone on the lot of Dutch miller it the back of my car. They told me someone would get ahold of me in a day or two, still haven’t heard from them. The car went back their a week later after picking it back up. They still haven’t put any work into it. I have been in another loaner car for 2 months. And they have ran my credit many of times in the past few days. The manager told me he could give me my down payment back, but now he can’t.

  Business response

  01/03/2022

  Customer came to the dealership and traded this vehicle for a new one. General Manager ***** ****s did a follow-up call and they are happy with their purchase. 

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car (2011 ******* *******) has been with Dutch Miller ******* of huntington wv (**********) (1202 Washington Ave, Huntington, WV) since mid july for a diagnosis of a problem. I have called over 20 times and even went down there once to get my car but they said they were still dealing with insurance. I was given a business card from dennis ****** and told they rarely answer their phone and to text him at ********** and he will get back with me. Well he did that day and said insurance was sending me money and he was ordering a part. I immediately texted him do not do any work on my car because i would rather just get it than them do any work on my car. I have those texts if needed. And they were from 9/16 which is the day i went down there. That was over a month or so ago and i've texted probably 10 times and not heard anything back. So in summary my car has been at the dealership for over 3 months and i have no clue what is going on.

  Business response

  10/11/2021

  RESPONSE FROM GENERAL MANAGER:

  Vehicle was towed on 7/15/2021 was dispatched to **** ***** and we provided an estimate to the customer of $3250.85 to replace the wire harness and fuse block due to fire damage. Customer started an insurance claim and we waited for an adjuster to come look at the vehicle. Adjusters did not come look at the vehicle for some time and we did not receive an estimate on the vehicle until 09/17/2021 from LM General Insurance Company claim # ************* and at this point the customer was not even wanting to get the vehicle repaired.  From what I see from the customer and what I have gathered there was some communication in regards to what was happening and why it was taking as long as it did and the car would have been released but the customer wanted or needed to get through the process with the insurance company in order to secure the money for the insurance claim. A certified technician was required to give the insurance company an estimate in order to be paid for the claim which I believe is all our services were used for. If the customer does not want the work done then they can have their vehicle back and are not required to have the work performed but the dealership held up their end of service and should be paid for the diagnosis in order to release the vehicle. At 10:56PM on September 16 **** ******* said he was going to discuss with his daughter whether or not to do the work because his fiance did not believe it would be worth fixing and reselling. On September 22nd the customer asked for a call and again told Dennis not to do any work. The customer sent a text on October 6th and asked for a call to discuss options, Dennis called and there was no answer. I am unsure why this has escalated to a BBB complaint. The customer is welcome to pick up their vehicle but is responsible for a $250 diagnosis performed by the technician that was required by their insurance company in order to receive claim money in the amount of $3250.85.

*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. ↩