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:07/15/2025

  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 bought a jeep wrangler on jan 1 and it needs a motor. I havent even put 6000 miles on it. I have written a full statement and attached it. it is the statement that i sent to the dealership and to the warranty company. The warranty company denied my claim said they dont cover heating issues!!! But it makes no since they cover heads? I know i am a female but i know allot about cars and heads go back by heating issues. I have put over 4000 into this car

  Business Response

  Date: 07/18/2025

  We are truly sorry to hear about Ms. ******s situation and understand how frustrating it must be. The dealership has been in communication with her regarding this matter and, on her behalf, reached out to the warranty company to request a second review of the denied claim.
  Per the terms of her contract, the warranty plan specifically excludes coverage for overheating issues. To clarify, the warranty company is not stating, “The vehicle overheated, so we’re denying the claim.” Rather, they are indicating that any repairs related to overheating are not covered under the plan at all.
  Unfortunately, the dealership does not have the authority to overturn the warranty company’s decision.
  Ms. ******s vehicle is a 2015 Jeep with over 106,000 miles. Due to its age and mileage, it was sold in AS-IS condition, which was disclosed at the time of sale. Since the warranty plan is not meeting her expectations, we have informed her that she does have the option to cancel it.
  In situations like this, we often invite customers to bring their vehicle to our service center, where we can explore options to assist with the repairs. However, because Ms. ***** and her vehicle are located more than six hours from the dealership, we are unfortunately unable to provide that support in this case.

  Customer Answer

  Date: 07/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the employee nike told me that they are a big company and no matter what they would cover my car.  He would never let me and my kids be in something that would break on us. 
  
  I was so hesitant to get this vehicle i had to fly to get and a 9 hour drive home! Mike kept reassuring me that everything would be fine.  

  As of last week nike told me if i lived closer they would fix it but since I'm so far away there is nothing they will do! This is bs. No one told me it was as is. I wouldn't have done this.  

  Like I said I'm a single mom with a child in a wheelchair.  I am supposed to pay car payments of over 500 a month and now put in another 7000 plus whatever the mechanic cost is.  fter putting in 4000. Only having the vehicle for 4.5 months.  

  I tried to cancel the warranty the warranty company will not let me they say that the dealership has to do it.  I have no copy of things i signed and i have asked many of times for them to be signed to me.  No idea if i have gap if I get into a bad accident.  Just really bad business. The sales guy fed me a handful of lies. 

  
  Sincerely,
  
  
  
  Jessica *****

  Business Response

  Date: 07/25/2025

  Please advise Ms. ***** that a warranty cancellation request can be submitted online at *****************************

  The dealership has no record of any conversation in which a guarantee or assurance was given regarding the vehicle’s dependability. We recommend that Ms. ***** contact her salesperson directly to discuss any statements that may have been made.

   

  Customer Answer

  Date: 07/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not feel this is so unfair.  Michael ******** my sales man filled my head that this company would help me and no one there would let me go with my car this way.  I have been lied to.  Kelley was the only person that has helped me from the dealership.  The warranty company denied a claim that i believe sandy sansing knew the motor was already messed up why would someone give me a jug of antifreeze and 3 courts of oil to go home with?  I should have walked away as soon as i smelt the coolant on jan 1.  
  
  AND now finding the motor that was in the jeep that has now been taken out due to the warranty company telling the shop to tear it down.  THE MOTOR IS NOT THE ORIGINAL MOTOR it was already replaced and no one told me that.  When i get home from work i will be sure to take a picture of the sticker that is on the motor that shows it was not the original it had already been replaced. 
  
  
  
  Sincerely,
  
  
  
  Jessica *****

• Initial Complaint

  Date:07/02/2025

  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 had my vehicle towed to the dealership on Friday the 27th. I had a brand new battery and the truck would not start. All fuses were checked including adding another ground wire to see if the truck would start. Boogie took my information as I reported my issues. I received a call the same day that he informed me that he was able to start the vehicle and that it was the psm. I asked him if it was drivable he stated yes, but I would not have power steering. I submitted this information to another mechanic and inquired with another and none of the diagnosis and issues seem to match my issues to resolve the problem. My mechanic called Bobbie on Monday and inquired the diagnosis and from my understanding Bobbie was unable to even answer these questions of concern. I was told and screenshot my initial issue and Bobbie gave me a quote to get my truck repaired while informing me that it may have other issues once I replace this module for 3000. I think that paying for a service that the tech does not even know he can guarantee is upsetting. This is also a part that is remanufactured which is crazy. The tech was Gabriel ***** who relayed the information to Bobbie. I'm disputing the 170.00 diagnosis fee. And the entire issue with my truck

  Business Response

  Date: 07/14/2025

  Per Mr. ********’s request, Bobby, the Service Advisor,
  spoke directly with Mr. ********’s mechanic to review in detail what repairs
  were needed on the vehicle and the reasons for them. Mr. ******** approved the
  recommended repairs, which have since been completed.
  The technician documented the following:
  Complaint: Vehicle would not crank.
  Diagnosis: During testing, the vehicle would crank (but not start) when the
  communication connector was disconnected. Further inspection revealed the
  HS GMLAN circuit was shorted to ground. The short was traced to the power
  steering control module (PSCM).
  Repair: Replaced the steering gear, programmed and configured the new module,
  performed an alignment, and verified system communication.
  Result: The vehicle now starts, runs, and idles properly. The original issue has
  been resolved.
  Based on these findings and the successful repair, the
  dealership must respectfully decline Mr. ********’s request for a refund of the
  diagnostic fee.

• Initial Complaint

  Date:06/09/2025

  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 bought a new 2023 Colorado Trail Boss from Sandy Sansing Chevrolet. At 3,500 miles, the transmission failed. They said repairs would take 8 months. Since I needed a work vehicle, they sold me a 2024 Silverado 1500 Custom 2WD.
  
  After about a year and 28K miles, I received a Brake System Failure warning and the truck wouldn’t go over 40 mph. The dealership claimed it was a system update. After pickup, I noticed the steering wheel was shifted right. I returned multiple times but it was never fixed properly.
  
  When braking hard, the steering wheel shakes violently. I suspected warped rotors, but the dealer insisted it was a tire issue. They later admitted brakes were involved but refused warranty coverage.
  
  They also tried to upsell me into a new truck, offering only $25K for mine (which I paid $58K total for including my Colorado trade-in). They demanded another $35K for a new truck. I’m now unable to work because the truck is unsafe to drive. The dealership is refusing to honor the warranty. I am requesting full warranty coverage for this repair.

  Business Response

  Date: 06/16/2025

  Mr. ********** brought his 2024 Silverado in for service on
  June 2, 2025. During this visit, we completed an oil change and updated the
  radio display software.
  Previously, the dealership investigated Mr. **********’s
  concerns regarding the truck’s drivability. Our inspection identified a tire
  with a slipped belt, which was contributing to the issue. The affected tire was
  moved to the rear of the vehicle, and two alignment checks were performed. No
  issues were found with the brakes or rotors.
  At this time, the dealership is unable to proceed with Mr.
  **********’s request for a warranty repair, as there is no mechanical failure
  present that qualifies for warranty coverage. Additionally, the tire issue is
  not covered under the manufacturer’s warranty.

• Initial Complaint

  Date:05/23/2025

  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.

  Car has been in shop for months I lost a job because of it I’m walking to work Catch rides with stage five kidney disease n heart failure and making payments on a car I cnt drive they won’t give me a loner car for some reasons it’s a long list of people waiting for one n I’m not on the list no one is helping me and they keep asking for more money an employee disappeared n left work that was helping us I’m out of money I dnt have the car they left me with no answers everyone has their bac turned mind u this the second none working car I’ve gotten from thm if I need to pay more money n still not have the car I’m thinking I need to take this further

  Business Response

  Date: 05/29/2025

  Ms. *** brought her 2018 Ford Escape to the service
  department on 2/25/2025 due to a blown head gasket. We contacted her extended
  warranty provider, who sent an adjuster and approved an engine replacement.
  They sourced and shipped the engine, but their process took nearly a month.
  The engine was installed, and the vehicle was returned to
  Ms. *** on 5/15/2025. She returned on 5/22/2025, reporting the vehicle was running
  rough and a check engine light on. We performed a crankshaft variation relearn
  software update, which resolved the issue. Ms. *** picked up the vehicle on
  5/23/2025 and has not reported any further concerns.

• Initial Complaint

  Date:03/24/2025

  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.

  I'm currently in the market for a new truck, found one in Georgia. The dealership in Georgia gave me an offer sheet, pretty good deal for 10k off msrp. Saw an advertisement for sandy sansing chevrolet saying "Sandy Sansing Chevrolet will meet or beat any deal out there.
  Talked to the store sale manager, he stated it was a miss print, and he would honor the same deal on the truck they have in their inventory. Every sandy sansing store has the same advertisement, meet or beat any deal.
  According to Florida State Law , deceiving or misleading consumers to sell a product is against the law.
  This is a clear fraudulent act committed by Sandy Sansing Dealership to mislead the consumers

  Business Response

  Date: 03/24/2025

  Mr. ********* contacted the dealership via phone and spoke
  with a Sales Manager about matching an offer on a truck at a dealership in
  Atlanta, GA.  Mr. ********* did not
  provide a copy of the offer so that we could consider offering him a better
  deal.  We appreciate Mr. **********s inquiry
  and hope he can purchase his desired truck. 

• Initial Complaint

  Date:03/17/2025

  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 bought a used car from them and same day the check engine light came on - told them about it and was lied to and said they would make it right... week later after back and forth and wasted trips up there .. they switched me out cars and it had issues and refused to fix ... took my money but don't want to provide a dependable vehicle

  Business Response

  Date: 03/24/2025

  Mr. ***** was originally going to purchase a Chevrolet Cruze; however, it had mechanical problems. The dealership changed Mr. ***** into a Honda CR-V and is scheduled to return to the dealership tomorrow (3/25) to finalize the transaction. 

• Initial Complaint

  Date:01/31/2025

  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.

  We took our 2020 Ford explorer to this business to sell it to them on Jan 4 2025. They agreed to give us 18,500 for it. They handed us a bill of sale and said that they would pay it off with the bank and as soon as they got the title from them they would cut us a check for the remainder. In the agreement they said that they had 72 hours to check out the vehicle and back out of the deal if something was wrong. The vehicle was perfectly fine when it was given to them. On January 18th my husband noticed that the loan had not been paid off and we had not heard from them so he called and was told that they would get with the bank and see what was going on and call back. On January 27th we had still not heard from them and the loan had still not been paid off so he called back. He was then told that there was something wrong with the transmission and they would not be buying the vehicle after it had sat on their lot for 25 days and we have a bill of sale. When we told them that that was not ok and after that amount of time we can be sure that they didn’t do something to the vehicle also the fact that they have the vehicle listed on their website for sale stating it is drive ready and certified.

  Business Response

  Date: 02/05/2025

  Mr. ******* brought his 2020 Ford Explorer to Sandy Sansing
  Chevrolet wanting to sell it.  The vehicle
  was brought in on Saturday 1/4/2025.  The
  following Monday the vehicle was inspected, and a torque shudder was noted.  The shudder was very minor and occurred intermittently;
  therefore, the dealership got another opinion from a Ford transmission
  specialist.  The specialist found stored transmission
  problem codes from 6 previous drive cycles and 23 miles.  With this information, the dealership chooses
  not to purchase the vehicle.  This
  information was given to Mr. *******, and we apologize that it took additional
  time to confirm the transmission problem. 
  It is obvious the vehicle had the transmission issue when it was brought
  in due to the previously cleared history codes. 

• Initial Complaint

  Date:01/30/2025

  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.

  Repair Order #864522 blown Turbo Charger, under GMC warranty due to known failures on multiple GMC cars. Mine is a 2017 Buick Encore 42,774 miles. Dropped off for repair Oct 31 2024. Sandy Sansing Chev Called to pick it up on Nov 13. Upon driving the car immediately leaving the dealer ship it starts buckling like I am on a mule, in a rodeo. I take it back same day. They put in the shop under new RO # 865352. They call me a few days later saying it is ready and upon driving it off the lot, it does it again except this time worse and I take back asking the service rep did the mechanic even drive my car after the repairs? Now car in shop on RO# 865640 and it the date is Nov 18th. They keep the car until Dec 6th when I cam called stating it is ready. When I inquireed with the service rep what was the issue she would not say and stated it was listed on the zero dollar invoice they sent my wife. I asked for a print out and she stated I have in the email to my wifes email address, as this is here car. Later on when I look at the last invoice it list repairs a misc. and they listed a bunch of parts, one of them is replacing 12 engine head bolts? Why? They don't say but this means they took the engine head off the block but not telling why!!!! Shortly after Christmas day the Buick starts buckling again and giving OBDII code P0304 & P0300. This is similar to the earlier misfires but not given and exact reason for failure. I take it back to Sandy Sansins who states they cannot find anything wrong.

  Business Response

  Date: 02/11/2025

  The Service Manager, Dwayne spoke with Mr. ****** and explained the repairs.  The dealership did remove the head after Mr. ****** had been in several times for a misfire. The dealership wanted to confirm the problem was not with the valves or piston heads.  We are happy to further discuss this with Mr. ****** if he needs any additional information. 

• Initial Complaint

  Date:01/24/2025

  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.

  My daughter has a 2017 Volt that was showing an engine warning light. She is 300 miles away at UWF attending college. I told her to take it to the Chevy dealer there in Pensacola and then call me on a joint call. The service dept employee Sarah, got on the phone and said she was a parent and knew how troubled I must be with my daughter having car trouble. The part wasn't critical and that she could still drive it safely and that she would order the part and take care of her. All I needed to do was prepay for the services, which I did. It has been almost year now and I have contacted the dealer 5 times, and my daughter has contacted them 3. They have yet to install the part, and they are now not returning any of our calls. I have paid in full for the part to be installed. They told us they had to order it which is part of our issue about just driving up there if they don't have the part.
  
  I expect a full refund immediately or the part to be installed as we negotiated.
  
  I would never purchase anything from this dealership based on how they are treating us, never even returning our calls, Its outlandish.
  
  I need more assistance getting a resolution.
  
  There is no questions between both parties that I have already paid in full for this service, Sarah has already confirmed this fact.
  
  The install or refund is the only viable outcome.

  Business Response

  Date: 01/27/2025

  The dealership contacted Ms. *****'s daughter last week and left a message regarding this issue and have yet been able to speak with her.  We are very happy to receive Ms. *****'s message so there is another course of communication.  The EGR valve that was needed was on backorder with GM.  The part finally got sourced to a supplier and has arrived.  We are happy to install the part and or provide full refund for the part if it is no longer needed.  Ms. ***** may contact the Service Advisor, Sara ********** 850-******** and or our customer service department at 850-********. 

• Initial Complaint

  Date:01/13/2025

  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.

  Failure to provide required documents (carfax report that shows an unrepairable but required recall endangered passenger). Promised to do so 3 days after purchase.. failed to properly detail vehicle within same time period, and failed to accept or return calls regarding all issues (one being the promise to repair or replace factory recall itèm (required recall issue (s)) Promised to do no later than 3 days after selling me the vehicle.. failed to properly detail vehicle at same time. Now I can't get them on the phone, by text, by email, etc. Recall required by the manufacturer n¨ot performed as required.. This issue reported to NTSA as of this date.

  Business Response

  Date: 01/15/2025

  Mr. ****** purchased a 2009 Chevrolet Suburban with 233,823
  miles on 1/4/2025.
  The dealership informed Mr. ****** there is an open recall for the Front
  Passenger Airbag Takata Inflator.  Mr.
  ****** lives in Freeport so we let him know he can go to the closest GM Dealer
  to have the recall completed.  The vehicle
  was washed and vacuumed for Mr. ******’s delivery.  

  Customer Answer

  Date: 01/15/2025

  The information previously submitted explained it all and I've provided you photos of the so-called detail of the vehicle.  Being a Chevy dealership it was their responsibility to fix the recalled safety issues before selling it.  Plus they did agree to perform the repairs two days later and to repair the Broken door locks and handles.  They continue to lie about it all. 

  Business Response

  Date: 02/05/2025

  Message to the BBB on Wednesday, January 15, 2025
  Mr. ****** purchased a 2009 Chevrolet Suburban with 233,823 miles on 1/4/2025.
  The dealership informed Mr. ****** there is an open recall for the Front Passenger Airbag Takata Inflator.  Mr. ****** lives in Freeport so we let him know he can go to the closest GM Dealer to have the recall completed.  The vehicle was washed and vacuumed for Mr. ******’s delivery.  

  Business Response

  Date: 02/05/2025

  The dealership declines Mr. ******'s request.  Attached please reference the recall notice form.  Mr. ****** signed this form acknowledging there is an open recall and that we did not have the remedy to perform it.  Mr. ****** will need to visit a local dealer to have the recall done at no charge to him.  

  Customer Answer

  Date: 02/06/2025

  For the same reasons originally submitted.  Yes I can take it to a different dealership just like I will when I choose to buy another car.  They continue to provide inaccurate information to you.  Like "we vacuumed the car " which I provided pictures to you that show that to be a lie. Nor have they addressed the issue about the Broken door locks that they promised to repair the same day they said they could fix the recalled airbags.  At this point I would not trust them to shine my shoes. 

  My complaint as presented is accurate and everytime they answer there is a  new lie and the issues are not going to be addressed.  The only thing I can do is what I have done already.  

  Business Response

  Date: 02/06/2025

  The dealership does use / provide Carfax reports.  Mr. ****** can purchase a report at carfax.com. 

  The dealership sold the Mr. ****** a 2009 Suburban that had $234,000 miles.  Obviously, this vehicle had much wear and tear due the age and mileage.  The vehicle was cleaned to the best of our ability.  Mr. ****** may choose another facility for further detailing at his own expense.  

  The dealership represented the sale of the vehicle in AS-IS condition.  Please reference the attached Buyers Guide and B Line forms.  Per these documents Mr. ****** signed acknowledging he agreed to purchase the vehicle as it was. In addition, per the We Owe form, the dealership did not promise to replace, repair, or provide anything to Mr. ******. 

  The dealership has addressed the recall in our previous response and our position remains the same.  

  Customer Answer

  Date: 02/07/2025

  I have answered everything that I have received.  I've had to do so direct to your email address because there is no way or another link in what I have received and the business keeps answering the same way anyway and assuming the complaint will go away.  I'm sick of reading the same stupid half truth and outright false garbage from them.  I will not keep responding to these low life people and this is my final attempt to communicate with them.  My final answer is NO I do not accept the answer I keep getting and they are not going to try in good faith to resolve the issues.  

  Do not forward me any more responses from them for this purpose.  It's been my experience during my over 50 years of business experience and development including owning and managing used car lots that we are at an impasse and further communication would be useless.  If they want to try and bury the complaint in paperwork we can do so in court. 

  My final answer is NO and I will not continue with this garbage.  

  Please govern yourself accordingly. 

  Daniel R ****** 

  J.D.