Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** already had a complaint filed with them before regarding the same issue. Well this time my car is completely broken down and they want me to pay $9000 for a new engine and extended warranty is not willing to cover because of water damaged and said the car was being driven while overheating. Car was in the shop in Dec for a knee heater core because car was over heating then. Come **** care started to over heat and took it to ************************* Avondale and was told in needed a new cooling fan. Had the cooling fan replaced. Car was running fine, for a month a half. Then one day on my way home from work car overheated and completely shut off. Had it towed to ************************* on Sept 16th and havent had a car since. I am upset because I called the dealership where I purchased the car from because between the dealership my car is at now and other places said to reach out to Chrysler and see if the can take the car back because I should need a new engine only having the car year and half 2 years. Claim was denied not sure why, when Ive been paying the extended warranty as well as thats what you purchase them for because you dont know what the previous owners did. I ask ****** if I can give the car back abs they put me in a liable car for my family. He is not willing to do that, he wanted to run my credit, ask for a down payment which I feel there just out for money. *** had two friends that had a lemon sold to them and they took it back to dealership and they was able to return car no hassle. I am asking for the same as well as the money Ive been spending for ***** rides. Since not having a car, *** spend over $900 which could have been a down payment on a car but I want the money I spent on this car and for them to get rid of them lemon car I was sold. I put $1400 down a the Jeep and it hasnt been problems and problems since having it. I dont want them to contact me because they havent did anything. I want them to take back car and get me out of the loan.

  

  Business Response

  Date: 11/07/2023

  ******************,

  I am sorry to hear of the engine issue you have encountered with your Jeep.  You purchased the vehicle in December 2021 and have an extended service contract for mechanical failures.  Why was the claim denied? We have a Jeep store in the *********** and would be more than happy to relook at your vehicle as a second opinion at no charge.  We can also try and trade you out of your vehicle if that *** be an option for you? Please contact me via email at ***************************************** and let me know how you would like to proceed.

  Thank you,

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

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/30/2023 I took vehicle to Courtesy Chevrolet for an inspection of fluid leakage. On this same day, service advisor ********************* took it upon himself to repair my vehicle before I had a chance to authorize it or not, which I didn't. Service manager **** refused to release my vehicle back to me until I paid the initial cost of repairs which was $1300. He played back phone call recordings of myself with **** and never heard me agree to start repairs but did hear advisor **** say that he will authorize the repair himself so the manager **** did decide to remove $800 from the cost of repairs and it came out to be $568.40 but still denied me my vehicle unless paid promptly.

  

  Business Response

  Date: 11/07/2023

  ****************, 

  *************** to the complaint regarding a radiator replacement at Courtesy Chevrolet in late October.  I have read your complaint and understand you let us know you had an extended warranty through MPP, purchased at another dealership.  I listened to 3 separate phone recordings of conversations with ****, your service advisor.  During the conversations, **** mentioned that if you approved the work, the technician would get it completed today.  You replied yes.  During the same conversation, you also said I know it needs to be done even if the warranty does not cover the repair.  Unfortunately, your extended warranty did not cover the repair of the radiator.  The total cost of the repair came to $1300,however my Service Director, ************************* got involved and completed the entire repair for only $568.40.  I know these are very tough times for everyone, but I do feel **** helped and went above and beyond to give you employee pricing for your situation.  If you would like me to share the recorded conversations with you, I would be happy to set an appointment with you and share.  If I can be of any assistance now or in the future, please feel free to contact me.  My direct number is ************.

  Thank you,

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

  Customer Answer

  Date: 11/08/2023

  I should be entitled to a full refund of what I paid simply because I never ever gave **** the service advisor my permission to repair my vehicle,  he was to diagnose only. I've already heard the recordings as well as my husband, ***** and **** who are 2 other employees there heard it as well with **** saying that he was going to get the service started.

  

  Business Response

  Date: 11/09/2023

  ****************, your warranty denied ***********.  You were given a very discounted price to complete the repair and we have your approval on recordings.  I am sorry you do not feel the same, but you received a great deal to replace the radiator on your vehicle.  Thank you.

  Customer Answer

  Date: 11/17/2023

  I was given such a large discount because there is not 1 and I mean not 1 recording that ever has my voice saying to start repairs on my vehicle at all. Since you believe there is a recording of me as you say, please reply with it to prive to myself and the BBB that I did give authorization. Facts are that the service advisor **** gave his repairman the go ahead to start repairs and that's what's on the recording. That is why it was such a discount, because I never ever said to do anything. 

• Initial Complaint

  Date:08/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Courtesy Cheverolet on March 24th of this year. The first red flag when purchasing this vehicle should have been the key fob thats literally being held together with tape. Which now works on and off when it wants to. Within three months of having this vehicle, which is a 2020 ***** 6 by the way, the a/c stopped working. The entire vehicle and the steering wheel vibrates when braking. On 7/25 I had an appointment scheduled with Courtesy ***** for my first oil change and to address the other issues. When I got off of work at 6am that morning after working a fourteen hour shift the car wouldn't start. I called my service advisor at Courtesy *********************************** whose rude, nasty and condescending that immediately told me well if the battery is dead then you need to get that fixed before you bring your car here. I won't be having your car jumped each time it needs to be moved for service. The cost of the battery is my responsibility because my extended warranty does not cover that. Three hours later after 9am I was able to get the vehicle over to Courtesy *****. I spoke to **** the service manager who immediately let me know that they're not a ***** dealership and theres really nothing that they can do about the a/c. I had to leave my car there for them to inspect it and also do the oil change. and he said they don't have an rentals or courtesy vehicles. Later that day he called to say the brake issue is because I need to have the rotors replaced and gave me a quote of over $800. I was inquiring as to why within three months of having the vehicle I was having all these issues. Basically, the response was thats what I paid for so thats what I got. They're not a ***** dealership and that I needed to take my vehicle to a ***** dealership. I don't even know what was the point of getting the extended warranty. It covers nothing. I should have done my research. One star with the BBB and 37 complaints in past three years speaks volumes. NOT SURPRISED **************************************

  

  Business Response

  Date: 08/28/2023

  Mr and ****************, 

  Thank you for taking the time to put together this complaint.  I did review your complaint with *************************, my Service Director and he told me he spoke with ***************** last Thursday and everything was fine.  After reviewing your complaint, **** told me you paid for a new battery and we covered the tow bill.  I was told the ** issue is no longer an issue per our technicians and a ***** store.  You do have an ************ Powertrain warranty, however that does not include items such as batteries, brakes, tires, etc.  As of 7/21/23, when you ***** was at our store, you did drive **** miles on your car since you had purchased it 4 months prior.  **** told me you do need front and rear brake work and would cost approximately $800.  I am willing to help the situation and absorb some of the costs.  Your total amount out of pocket would be $575.  Please call me at the store *************) or feel free to use this portal to correspond with me.  Thank you again for bringing this to my attention.

  ***

  Customer Answer

  Date: 08/29/2023

  Thank you for responding but Im not sure who **************** is or what she has to do with my situation. The a/c issue is not fixed because its not working at all. Ive been riding to and from work in the heat. Its been very hot so not sure who said its been resolved. As far as my extended warranty goes, I pay $575 out of pocket and that would be for what exactly ? What does that cover ? Also what about the key fob thats being held together by tape ? Its literally falling apart. 

  

  Business Response

  Date: 08/30/2023

  Hello ****************, my apologies for using the name ***************** on my last response, I meant *****************, your wife.  We would be happy to relook at the ** issue again to see if there is still an issue, although it sounds like it is intermittent.  You have an **** limited warranty, not an extended warranty that would have been purchased in the Finance department.  As far as the brake job we are offering at a discounted rate, this would be for front and rear brake pads installed.  We will look and see what options are available for the key fob also the next time the car is in our service facility.  Please let us know how you would like to proceed.

  Customer Answer

  Date: 09/06/2023

  Please let me know when would be a good time for me to bring the vehicle in. How long would you have to keep it for ? Would I be given a loaner/rental during that time ? What have you found out about the key fob ? 

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, June 18th we put down a $500 deposit and custom ordered a 2023 Chevrolet Tahoe. Last week the dealership contact us to let ** know the Tahoe was in transit. It was a surprise to us because it seemed early. Then yesterday we received a call advising us the vehicle was here at the dealership, so I called my credit union and processed financing and got prepared to pick up the vehicle. When my husband arrived to the dealership and provided our vehicle for trade in for inspection, they then advised him that the Tahoe wasnt here, but they had other vehicles available for him to look at that were the same. Thats when we realized it was all a trick to get us to the dealership. Our vehicle was not truly ready. They took 45 minutes to give him his car back playing games, trying to get him to look at the vehicles they did have in stock.

  

  Business Response

  Date: 08/05/2023

  Mrs, ******, we apologize for the mis-communication on our behalf regarding your ordered Tahoe.  Your special ordered was not shipped with the upgraded wheels you asked for, due to a lug nut shortage.  I have been working with GM to get the wheels and lug nuts shipped to us quickly.  They will be coming from *******************.  I am very sorry this was not communicated to you in advance, but look to rectify the situation quickly for your family needs.

   

  Have a great weekend!

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

  General Manager, Courtesy Chevrolet *******

  Customer Answer

  Date: 08/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/3/23 Wife and I purchased silverdo truck.We were told there was a memorial day special at 41k After taxes warranties,we were charged 57k Put a down payment for 20k.50k left in principal Can't afford to pay off loan as we are both on social security disability income and have medical needs The car had fuel problems at the gas pump This has caused my wife and I great emotional grief with the financial income of being in poverty We truly cannot afford this truck.Upon returnal to the dealer ship,I asked for a rental vehicle The person who sold us the vehicle told us anytime the car is in shop we would get reimbursed for a rental car It turns out this wasn't the case and we were lied too.Due to the emotional toll and intensive thoughts we would like to return the vehicle and have it refunded I'm essentially homeless and cannot afford this Thank you *************************** ************

  

  Business Response

  Date: 08/28/2023

  Courtesy Chevrolet purchased the used Silverado back from ***************************.  

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle in for repairs from diagnostic of check.An O2 sensor was replaced.I also needed a new motormount. Unfortunately they did not have the part and it was being ordered. It could take 4 to 7 days, but would be okay to drive until then. 3 weeks later I called to follow up on the part that was ordered."We still dont have it. Could be another couple of days or months". When I mentioned that my vehicles warranty was about to expire, I was told it would be fixed with no issues. I asked for that in writing, but was told by ****,we dont do that. A week after my call, I was told the part came in and could schedule a service for it at my convivence. I chose Tue morning at 7-and was told it would be needed for half a day minimum. I dont live down the street, so I needed to find a ride. NEVER ONCE was I offered the shuttle service. I dropped my vehicle off Mon evening for Tue appt. Tuesday morning around 9:15, I received a call asking if I was bringing my car for the 7am appt. It was already there!It took me over an HOUR to get ahold of someone to make sure they actually had my vehicle and were working on it, only answered when my phone number was blocked. By 1pm, i called to check the status-so I could make arrangements to pick it up.NO Answer. I left a message-no call back. My dad ended up calling and spoke to **** and **** who were very rude. I got a call at 3:15 to tell me the car was complete.I said thank you I will be there later to get it. I arrived at 5:15pm.The service **** was all gathered around the desk chatting.There is no extra room for others to go in and wait, so I waited outside. A man with a backpack was standing by Marks desk. I opened the door and it was ****, ready to leave. He said, whats your name again? so unprofessional. Then he asked if it was a warranty fix. YOUR system should show. When I got my car, the interior has BLACK marks all along the top, I presume from mechanics hand. I tried contacting dealership-no response within 5 hours.

  

  Business Response

  Date: 04/20/2023

  Hello ********************, I want to apologize for the treatment you experienced when you chose to use our Service repair facility.  I appreciate you bringing it to my attention and will definitely address it with my Service Director, **************************  **** has attempted to reach out to by phone and text and would like to discuss a bit more detail with you and your experience.  He will also speak to about your request for a detail.  My only ask is that you please reach out to him to find a quick resolution to your request.  Again, thank you for letting me know of the situation and please accept my apology on behalf of the Courtesy team.

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

  General Manager

  Customer Answer

  Date: 04/20/2023

  Please note that no resolution has been made in the instance of this case. **** did reach out by phone and text, and I called back twice and left a message. He then called back, and was in a sense arguing on how he can make this right when I mentioned that I did NOT want to bring my car back to the dealership for any reason. I asked if I can take to another dealership so that I am not again wasting my time or money bringing it back. I have been inconvenienced enough at this point. After speaking over me, and really not understanding the reason I did not want to return, I suggested that I get another business or dealership close to me to detail on my time and convenience. He said, yes and send me the receipt and I will get the check out to you for that. However, I am not going to pay out of pocket for this ordeal and have to wait for a check to be mailed to me. The customer service provided has been nothing but below average. I am upset, clearly, as would any one of you who brought your car in and had it returned in that manner. I was asked to send him pictures of the exterior that had a large greased handprint, but because of the color of my car, the pictures are hard to see. 

  Do better is all that I ask. I just wanted the interior roof to be cleaned and it has become a bigger fiasco trying to work something out. 

  

  Business Response

  Date: 04/20/2023

  Thank you for taking time out of your day to discuss your frustrations with *********  Please send him over a receipt to remove the print and we will address very quickly.  We are sorry for the inconvenience.

  Customer Answer

  Date: 04/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of paying for a full detail upon quoted receipt to be satisfactory.  I will send the quote and wait for the business to perform this action (of writing a check for quoted amount) and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding a previous BBB complaint, for the same issue. I purchased my vehicle the end of May 2022. I put in the complaint with the BBB bc I found extensive somewhat hidden damage on a vehicle I purchased from the dealership. When I submitted the complaint the dealership contacted me wanted to address the issues. I advised I was going out of town for 4th of July holiday. ** at the dealership advised he would pick up my vehicle get an estimate written and see about the screen. When I returned from my trip Kc advised he was able to get an estimate but wasnt able to take care of the screen because I had to schedule the appointment in the app. I advised ****** would take care of it but advised I was working 7 days a week doing two jobs. I was able to get the screen taken care of in September and sent KC the invoice. KC was no longer with at the Phoenix location and advised me to reach out to *****. I reached out to ***** and he sent me the reimbursement. I wasnt able to get the damage report e viewed by ***** till the end of March. Bc of the holidays and working. I reached out to ***** and he made it seem as if I was making up the whole thing. Nothing notated anywhere of the vehicle damage when I included it with my first complaint and the photos and I believe the text messages from the sales agent. I cannot believe I am going through this again. Can someone please help me get the vehicle damage resolved, again. I advised ************ went to Courtesy Chevrolet for a reason. They are a reputable dealership in the valley. I am a single mother of 4 working 2 jobs. I went there bc I knew I could trust them to get an electric vehicle that passed certain inspections. Certified for the road. If I wanted a put together vehicle with screws and hidden damage and shady sales agents I wouldve went to a buy-here-pay-here. Afterwards I noticed my hood doesnt even open and it looks like a gap as well. I would like to see the inspection information they did.

  

  Business Response

  Date: 04/05/2023

  **************, thank you for reaching out and working to find an amicable solution for your complaint.  We could have completed this repair for a much cheaper price at our body shop, however ***** will not sell us the parts necessary to complete the repair for your vehicle.  We will be issuing a check in the amount of $2329.91 to complete the job.  Upon cashing the check, we find this complaint will satisfied and we have completed our obligation for this vehicles transaction.

• Initial Complaint

  Date:02/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hade to go in to dealership because my 2021 ***** traverse was leaking oil I took in on Saturday 02/04/2022 showed them that whoever did my last oil change didnt put on oil filter on right and caused oil to leak all in my garage and any where I parked I showed them pictures of s**** that wasnt put on right got car back they were saying couldnt find what was causing leak but had new oil s**** put on new oil change, but they couldnt find what was wrong with my car they new they messed up and made me have to rent car for 3 days for something that only took 2 hours to do

  

  Business Response

  Date: 02/08/2023

  We are very sorry for the inconvenience this has caused and take full responsibility.  We will be issuing a check for $226.94 to be sent to your home address.  We value you as a customer and look forward to earning your business down the road.

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did file a complaint about this 2018 Jeep Renegade in March 2022 because the dealership sold me a car that had all these problems and the salesmans ***** assured me that they will take care of it for me when I had my car there twice within 3 months of having the car. Come to found out that they never took care of the problems and had to bring my car to another dealership within two days of having it at the dealership I bought the car from. I havent had this car for a year and there is another problem which shouldnt be happening on car that I bought less than a year ago. I shouldnt be having thermostats issues on a car that should have been looked over before it was sold and taken back multiple times to be told everything is okay. If theyre not doing a full diagnostic then they shouldnt be selling the car. I understand minor problems like oil changes, breaks, guild changes and tire issues, but these major issues like thermostat, radiator leaks any leaks should have been fixed before selling the car. There is no reason why every 3 months there is another problem on this car that I havent had for a year. I feel that they should buy out my loan and get me into a safer car because I am a single mom with one car and I need a reliable car to get me to and from work and my son to and from school and practice. Its a financial burden that shouldnt fall on me when I am trusting the seller to sell me a car thats say for me and my family and this car hasnt been within the last 8mths. So I am asking for either to buy out my loan or pay for the major repairs on a car that shouldnt have been sold. Basically they knew this was a lemon car. So I am responsible to pay for these problems and pay my car payment on a car less then a year of have it, because all this should have been fixed before selling the car or get me into a better car with no problems

  

  Business Response

  Date: 12/01/2022

  ******************, I am sorry to hear you are having an issue with your 2018 Jeep Renegade.  It was just brought to my attention; your extended warranty will be covering the necessary parts and labor to fix the heater core and thermostat issue.  You did purchase your vehicle 11 months ago and have accumulated ****** miles on your car, since you purchased it from us.  We did address an issue you had last January at no cost to you, we also covered the tow bill at no cost to you.  I am not sure if you did come out of pocket for any expenses, but we have not seen the vehicle in our repair shop since then according to my records.  You also had the vehicle serviced in ****** in June and Brake Masters for an oil change at 90K miles.  We do not agree we your statement that you claim the vehicle is a lemon and we knew that.  We will be more than happy to assist if you would like to trade out of your Jeep and try something else.  

  Customer Answer

  Date: 12/09/2022

  Hello, 
  
  The way your email was sent its nothing compared to the way you spoke with me on the phone. You pretty much said that the reason I have all these problems on the car is because the ****** miles I put on the car, too me the miles shouldnt have nothing to do with the major problems that I have been having on this car and it hasnt even been a year. I feel that you didnt do the required maintenance on it before it was resold. I can agree you did address the first of many issues in January and my car was dropped off to you guys because of the car stalling, had the car for a few days, didnt offer a rental car, nothing for me to get around and it was inconvenient for me being that I am a busy mom with kids in sports. I get a call from the mechanics working there and was told the reason the car was stalling is because there was no gas in the car. Never heard of that before but I trusted what they said because they were the mechanics. Picked up the car on Thursday and by Saturday my car completely broke down, had it towed to ******************* and was told that the battery was dead. So that is the reason why I didnt not bring the car back to them. So the car may have not been a lemon car sold but i do feel that the car was resold with serious issues and your company didnt do the major repairs to qualify as a resale. If the proper maintenance was done on the car they would have notice that there was a recall, battery was bad, heater core was bad, tires, gas cap, some other things that are getting done on the car as well. I know you take chances on used cars but they didnt fix the major issues on this car, they ignored it. Not sure if I am willing to trade in the car for another problem I might have with another one of your car. If I had to trade in the car I am not willing to put nothing down, I want my payments the same with extended warranty, I am not eating the cost of whats owed on the car, and I would want a complete diagnostic on the car before being sold. I would like for my deduction plus what I have to pay for the repairs to be refunded back to me. I want my car now to have a complete diagnostic done at your cost, at the Avondale location. This has been stressful on my because I am a single mom that put trust in to getting a good car for my boys and I, and this hasnt been a fun experience. The car has been in and out of the shop less than a yea of having it and since then I have been having to find rides too and from work, practice for my boys and not being able to go anywhere because of the car being broke down ever 2mths.
  
  Thanks,
  
  Amica Pulliam 

  

  Business Response

  Date: 12/09/2022

  Ms. *****, you spoke to the General Sales Manager, *************************** regarding your 2018 Jeep Renegade.  We will be more than happy to take a look at your vehicle; however any repairs would be completed at our Jeep store in east Mesa.  It is very unfortunate you have had some issues with the car, but driving a car ***** since you took delivery last December will take a toll on the vehicle.  Let me know if I can arrange for us to complete a diagnosis on your Jeep.  Thank you.

  Customer Answer

  Date: 12/12/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and on my car. I would like to add that just from me added extra miles on my has nothing to do with why the heater core went out. So not sure why we keep mention that the extra miles on the car is the reason of the problems. The car had issues before I even put miles on it that was the big problem  a couple of days of me having it I had to bring it back and there want that much miles on it. I would like this diagnostic at not cost. 
  
  Regards,
  
  Amica *******
  
   
  

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid July 2022 my key fob had been damaged and my mechanic towed my car to Courtesy Chevrolet. *********************, employee of Courtesy Chevrolet ***************** was whom we were dealing with. I was quoted $330 for the key fob and programming of it to my car. My mechanic had to bring in a battery for my car that was under warranty and install it before a key fob could even be programmed. His name is *****, phone number ************. ***** and one of his employees can attest to the condition of my car and it was dropped off only needing a fob. While it was there my steering column has been taken apart. Two different technicians worked on my car trying to figure out why once the key fob was programmed it would not start. My mechanic ***** witnessed a conversation with the supervisor **** and another technician about needing to move the car because of a big truck coming. So my steering column had to be taken apart to move it. Now the key fob is not working but less than 20% of the time according to *********************. There's a problem in the steering column and nobody touched the steering column but his technicians. I'm expected to secure $1,000 now in order to troubleshoot and then more money to fix the problem that I did not cause. Steering column was fully intact when it showed up there. I should not have to pay for the mistake or the damage done to my steering column. My car still sits at Courtesy Chevrolet at ***************************************************************. Phone number ************. I've tried to resolve the problem with *** but he has been nothing but rude and refuses to take responsibility for their mistake. The customer service I received has been horrible. A customer should not be afraid or get anxiety or nervous to call a business it's supposed to help them. The way I'm treated and spoke to by ********************* is far from nice and it makes me very nervous every time I've had to call him to talk about this issue. I'll pay for the fob but they are responsible for fixing their mistake.

  

  Business Response

  Date: 09/19/2022

  To whom it may concern, Courtesy Chevrolet witnessed this vehicle being towed to our store behind another vehicle with a tow strap an 2-wheel tow dolly.  When it arrived, the company that could not repair the vehicle removed the vehicle off the to dolly and damaged the front bumper cover.  We have 3-4 witnesses.  This vehicle has been here since the end of July and we were not sure if it was being abandoned.  In August, ********************* received a phone call from a church asking if the car was still here? They also asked for the total amount of the repair and inquiring about doing a donation for the repairs needed.  She emailed us looking for a resolution and we have only been able to correspond with her via email.  I  have been unable to contact her by phone.  We do not take any responsability for any of the above concerns she has had with her vehicle.  This vehicle came from a repair facility that has technicians unable to fix her issues.

  Customer Answer

  Date: 09/22/2022

  To whom it may concern,

  
  

         My car was towed in because my key fob was broken. I have a keyless start on my car which means if the key fob is damaged the car won't start. There was no damage done to the front of the car when it showed up. I bought the car in 2020 and when I bought the car it needed front and clips around the wheel well that hold the bumper up. It's missing I believe three clips. Therefore the bumper slides down a little bit but is able to be pushed back up. I have yet to replace those clips so the bumper does slide down a few inches every now and then. The car needed a key fob and that is what it went in for. The technicians went into the steering column messing around doing something I don't know but that is where the damage is. My car started every time all the time never had a problem with that now it's not starting. *** informed me the damage was done to the steering column when it was taken apart. The steering column was not taken apart when it arrived his technicians took it apart. A church did not call them trying to help with the payment,. It was ***** from the ********* that called and was verifying that my car was there for a key fob. This was verified with her she knew the car was there she just needed verification of what was being done for my car. ***** from the ********* can verify that it was the key fob that was being replaced and that's it. My mechanic ***** can verify that my car was only needing a key fob and that it started prior to that also that there was no front end damage that it went in with. Also his employee that was with him can verify this also. The technicians one or both whoever was in the steering column cause the damage and needs to fix that problem because there was no problem with my steering column prior to the key fob needing replacement nor was there damage to the front end of my car . I also have several other witnesses that can verify the fact that it was my key fob if need be. The people that were there when my key fob got damaged and the fact that I was driving the car turned it off at a circle k where it got damaged. That's when the car wouldn't start. There's a *************************, ************************* and the woman that was working at circle k that can attest to this being the key fob was the issue and then my car was running just fine. All I'm asking is that the repairs get finished I will pay for the key fob but beyond that that is Courtesy Chevrolet Fleet department's responsibility. 

  My apologies but I forgot to add in something on my last message to you. I have been in touch with *** more than just email. I have spoke to *** several times on the phone, I've text messaged ***, and lastly I emailed him the last contact due to the fact that he is so rude to me and I feel backed up into a corner when I talked to him. Customer service is far from friendly when I speak to him and the reason I emailed was so that I didn't have to feel that way upon calling him. Other than that I have talked to him on the phone several times that is the only communication we had was by telephone until just the other day when I emailed. *** also knew that I had been in a car accident and was hit and drug down the street by a car as a pedestrian walking my dogs. That is part of the reason why I wasn't in contact for about 2 weeks due to the fact I was in the hospital and then recovering. I did not have a phone I did not have a phone numbers because my phone was damaged in the accident. Once I was able to get around and get to a store to be able to purchase a new phone and get my numbers again I contacted *** and let him know what the circumstances were as far as not having contact for those two weeks. I can provide paperwork for that also as far as hospital paperwork police reports, statement from my lawyer that is handling this incident with the car accident. All my ducks are in a row and ***'s story keeps changing as far as what's going on with my car or what condition my car was when it showed up. My story stays the same it's not a story it's the truth. I thank you for  your time and look forward to hearing back from you.

  
  

  
  

  Thank you 

  ***************************;

  

  Business Response

  Date: 09/23/2022

  **********************, we would like to help you, but it is going to require you to call *********************, the ****************** Director.  We have tried and have had no luck.  His phone number is ************.  Thank you!