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A BBB Accredited Business since

BBB has determined that Hanigan Chevrolet meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Hanigan Chevrolet include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Hanigan Chevrolet
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: May 01, 1992 Business started: 01/01/1925 Business started locally: 01/01/1925
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Motor Vehicles
ID

Business Management
Mr. Mike Hanigan, President Mr. Roland Barton, General Manager
Contact Information
Principal: Mr. Mike Hanigan, President
Business Category

AUTO DEALERS-NEW CARS


Additional Locations

  • 915 S. Main St.

    Payette, ID 83661 (208) 642-3348

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Complaint Detail(s)

10/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We called the dealership and spoke to a service writer about fixing my daughter's car. They asked for the vin# and said it would be covered under warranty. We had the car towed there and for over three wks they had it w/o calling us at all to let us know what was being done on the car. We finally had to call them and they said it would be a few more days. Four days later my husband called and they said it would be done the next day. They finally called the next day and told us it was done. We picked it up and signed the warranty repair paper work. Then two or three hrs later they called and said because it had a branded title and they didn't catch it none of the repairs were covered under warranty (like they originally told us) and now we have to pay $2800. We had no idea that a branded title would be a problem w/a warranty. They are blaming us for not disclosing that it had a branded title when their system clearly states if it is or isn't eligible for warranty work. How is it the consumer's responsibility to know this. They are the experts! The service was terrible from the beginning, with not telling us it was not covered under warranty, not calling us for over 3 wks, the service Mgr. being rude and threatening, to the owner not taking responsibility for their error and blaming us. Making accusations that my husband had a long career in the Chevy Establishment and was trying to pull a fast one on his service writer. This is absurd! He worked there over seventeen yrs ago for two yrs. and worked in the parts dept., and also branded titles were not even established then. It is hard to believe there are businesses out there like this that treat their customers this way! Very disappointed in the unfair and unethical practices being done at Hanigan's Chevrolet.

Desired Settlement: To accept fully the responsibility of their error, to stop harassing us with the collection process and to do the fair and ethical business practice and take liability of this debt.

Business Response: Thank you for the opportunity to address a complaint submitted 9/4/2012 by **** *******.
The ********* did bring their 2007 Chevrolet Cobalt to our dealership for repairs. There was some confusion about whether General Motors would pay for the repairs since it appeared they still had warranty coverage based on time and miles. However, the tide of their vehicle was ‘branded’ and ultimately GM denied the warranty claim. At that time, we attempted to collect from the ********* for the parts and labor we extended to fix their vehicle. They have taken the stance that they should get these repairs for tree. Out stance is they are responsible.

The letter from **** ******* is my first contact from her. I take exception to her statements that our”service was terrible”, that our service manager was”rude and threatening" or that there are ”unfair and unethical practices being done at Hanigan's". This issue has been discussed further with ****** ******* numerous times. We have a difference in opinion on how to resolve the issue but there has not been name-calling or unpleasant conversations.

When the work was completed, we fully expected General Motors to pay for the repairs. When GM denied responsibility, it falls back to the vehicle's owners. We have indicated our willingness to negotiate with the ********* but they deny any responsibility. Because of this, we have attempted to collect through our normal processes.
It is an unfortunate situation and needs to be resolved. That may take a third party. The BBB does have a dispute resolution process that I suggest we utilize. The alternative would be using a judge in a small claims court. I am eager to resolve this issue promptly and fairly.


Sincerely,
Mike Hanigan, Owner
Hanigan Chevrolet
Treating You Like Family Since 1925

Consumer Response: 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 agree with Mr. Hanigan that there was definitely confusion on their part.  They made a costly mistake and are now trying to blame us and not take responsibility for it.   


I have based my complaint on these facts:


We call Hanigan's Chevrolet and get information from their service advisor that our daughter's car was covered under warranty after they looked up the vin# in their system.  This is the only reason we brought  her car there to be fixed; otherwise my husband would of done the repairs himself.  My daughter is in college and wouldn't be able to afford a repair bill.


They have the car at the dealership for over three weeks and didn't call us once that entire time to let us know what was being done with the car.  I have to call them to get the details on the situation and they still weren't sure when the car would be done or what was being done to it.  They said probably in four days. We hadn't heard anything after the four days, so my husband called and they said the next day it would be done.


My daughter and I pick the car up the next day.  I spoke to the service mgr. who showed me the warranty paperwork and went over everything and I then signed it.  I asked him about the remote my husband requested to be programmed, and he said they forgot to do it and if I could wait 10-15 min.  After waiting over an hour they are finished.  This is after having our car almost a month!  He advises me this service isn't covered under warranty, which is fine and I pay for it.  


We take the car home and a few hours later my husband gets a call from the service mgr. who says the car was not covered under warranty and we now owe $2800.   My husband is shocked!  We took their dealerships expert advice and brought our car there for warranty work that they said was covered! He then makes accusations about my husband being dishonest and trying to scam them.  He then threatens him with coming to our home and taking our daughter's car and taking the parts out if we don't pay it. 

 

My husband calls Mr. Hanigan to try to resolve this issue and they have several conversations.  My husband offers to pay the $300 that it would of cost if he had done the work himself.  Mr. Hanigan admits it was their error and that his service advisor is new and didn't catch the branded title, but that was still not an acceptable offer.  He states that if the amount was a smaller figure he would just write it off because it was their fault, but due to it being so much he wouldn't do that.  This makes no sense to me.  If it's your fault, then it's your fault and do the right thing as a business owner and accept responsibility and liability!

 

Mr. Hanigan is correct that I have not dealt with him personally, but have indeed dealt with several of his employees and have been an integral part in dealing with this whole ordeal.  So to minimize my accounting or part is objectionable and flatly immaterial to this complaint.  

 

What Mr. Hanigan fails to mention is that a third party was already brought in by him to resolve this, Retail Credit Service, Inc.  The agency threatened us with reporting us to the credit bureau and putting liens on our assets if we didn't pay. On top of that, Mr. Hanigan, in his letter to the collection agency assaults my husband's character in claiming that he "knew a branded title would void his warranty and then purposefully kept the information from Hanigan Chevrolet" and believes he seized an opportunity when he got his inexperienced service advisor. This claim is unfounded and totally untrue!  We had to hire an attorney to protect ourselves and our good credit we have worked so hard for.  After Retail Credit had heard both sides of the dispute they have thankfully dropped the case.  This part of my complaint has been resolved.  

 

How do you as a business say to a customer that yes we see on our computer system your car is covered under warranty and then have your car for almost a month, not calling the customer and advising them what is being done, have a repair order, order parts for it, fix it and then after all is said and done say, oh, by the way we were wrong, we made a mistake didn't catch it on our system, its not covered by warranty and its your fault, and you owe $2800. Astounding!

 

I feel based on these facts this constitutes my assessment of Hanigan Chevrolet and the service we received there to not be "name calling" but a fair and accurate statement.  

 

I have never complained to the BBB, and take great pride in being business owners ourselves for the past sixteen years, but felt compelled to after what we have had to go through and the service we have received by this business.  My hope is that no one would ever have to deal with this kind of service again and the stress and angst that it has caused our whole family.    


Sincerely, 

**** *******

 

Consumer Response: **** *********


After reviewing the information I respectfully decline the option for mediation. 

Sincerely,

**** *******