ComplaintsforAndean Motor Co.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a brand new 2023 Chevrolet Tahoe from Andean Chevrolet in February of 2023. Over the next few months I experienced several electronic related issues with the vehicle. The main issue continues to involve the radio intermittently cutting in and out, but other issues have included the start/stop button not always working on the first try (multiple pushes sometimes required), and the door lock feature malfunctioning leading to the keys being locked in the car. I waited a few weeks after the initial purchase to see if the problem would resolve on its own, and I also attempted running a software update prior to calling the dealership to schedule a repair appointment. Since loaner vehicles were not readily available, I had to wait for a convenient time to drop off the car for repair to avoid being without a car, or needing to pay for a loaner vehicle. I ended up scheduling the repair appointment in September 2023 when I would be out of town and would not need access to the car. I was called a few days after drop off and was told all issues had been repaired. After picking up my car, the radio started malfunctioning before I even left the parking lot. Clearly no testing of the repair had been done, and I assume the same software update I had already initiated myself was done thinking this would fix the issue (this was mentioned as a likely resolution at drop off). I have now made several attempts to contact the manager of the repair division to reschedule an appointment, but have not received a call back. My request is that all electronic issues be fully repaired as soon as possible with a loaner car provided free of charge during the repair time to minimize any further inconvenience.

  Business response

  01/04/2024

  We sincerely apologize for the inconvenience you've experienced with your 2023 Chevrolet Tahoe purchased from Andean Chevrolet. We understand that the electronic issues, particularly with the radio, start/stop button, and door lock feature, have been persistent, and I regret that our initial attempt to resolve these problems fell short of your expectations.

  We appreciate your patience in trying to resolve the issues independently before reaching out to us. It is disheartening to hear that the problems persisted even after the repair appointment in September, and we deeply regret the inconvenience this has caused.

  To make amends for the inconvenience you've faced, we are committed to resolving all electronic issues with your vehicle swiftly and effectively. Additionally, we understand the importance of minimizing any further inconvenience, and we will provide a loaner car free of charge during the repair time.

  We kindly request you to provide your availability for another repair appointment, and we will ensure that your vehicle receives the attention it deserves. We value your satisfaction, and our team is dedicated to making this right for you.

  Please feel free to reach out to our Service Manager *********************** at ************ to discuss and finalize the details of your next appointment, as well as any other concerns you may have.

  Once again, we apologize for the inconvenience you've faced, and we appreciate your patience as we work to resolve this matter promptly.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been taking my car for oil change and tire rotation on the following dates: 12/30/2022, 6/11/2022, 12/22/201 - during this time it appears that they claim they rotated my tires and they did not rotate them due to the visible wear on them. My truck only has 39K miles on them and the tires should lasted for 50k miles per Discount Tire. I had to go today and get all new 4 tires on my truck do to neglect at dealership. You don't need to put false information on my record if it was never done. I had to spend $1,303.01 for a set of new tires to be placed on my truck due to neglect at your location. I want the business to pay for the set of tires like they should for neglect on service **** end.

  Business response

  09/07/2023

  The last time we saw his truck was on 12/30/22 as he stated. At that date, his mileage was ******. He now states he has 39k miles at the time of his email,that's 2 services we do not know he's had and if rotations were done or not. We also show no record of an alignment being done and have no way of knowing if his truck is aligned or not. General Motors recommends the tire rotation to be completed every **** miles. **** if rotated every oil change and alignment maintained, the ** tires come with no stated mileage warranty from GM or the tire manufacturer. Mileage warranties are only applicable on replacement set purchases. The 50K mileage warranty Discount is referring to is the replacement set, not the ** set. Tire wear is very different depending on driving habits and road conditions. The longer mileage duration between service visits of ***** miles, ****** miles, ****** miles where we did rotate each time would not meet the factory recommended schedule. 
  

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2022 Chevrolet Tahoe from Andean Chevrolet in April of the 2022. The vehicle was sold with written acknowledgement that two missing features: Heated seats and Parking assist would be installed later in the year. I was told by my salesperson to expect them to be available in July 2022. I should then call the service **** and arrange for installation once they arrived.We received a letter from Chevrolet this month advising that the chips were now available and we should contact the dealership to arrange installation.We contacted the service **** and told them we needed to make an appointment to install the chips and address a recall issue on the vehicle. We were given an appointment time of 8am on December 1st. Upon arriving at the dealership I was told that the appointment was not for installation, but to order the parts that are not currently available. I told the service person that was not what discussed. Why would I come to make an order for parts that were already documented in writing as missing from my vehicle.I spoke to the service manager who wanted to argue and put the situation back on me. He attempted to have me take my business elsewhere and have another dealer do the retrofit. I told him no, it's your issue you will deal with it. After getting nowhere with him I voiced my concerns of deceptive behavior to the manager on duty. I was given no time frame to resolve my issue.I feel that the both Andean and Chevrolet should honor their obligations. My vehicle has diminished value and I have been deprived the use of features I paid for without any compensation or time frame for resolution.

  Business response

  12/09/2022

  To complete the request we need the part from General Motors. We apologize for the process that was in place then to order the part that as of recently been modified. Once we are supplied everything needed we will expedite the install to make it as quick as possible. We are at the manufacturers mercy on most of this process but will do out best to make it as easy as possible from our end and we do apologize for the miss communication at the start with the original appointment.  We will follow up daily to make sure as soon as everything arrives we reach out quickly. One part is in but one still backordered. If you would like to have the one installed we are able to do so. 

   

  Customer response

  12/09/2022

  I will have to wait until both parts are available to gave them installed. This situation could have been avoided and saved a customer by being upfront and communicating correctly with me at several points. 

  Accusing your customer of hearing wrong and being confrontation when I arrived for service also not a recipe for a continued relationship.  You do a lot to acquire new customers. You should put similar effort toward the ones you already have.

   

   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tried to purchase a car advertised for $75,000 online. When I ask for a buyers order they quoted $83,000. Dealer said they dont sell at the advertised price because people could go to car *** and sell the vehicle for a higher price. Why advertise a price that you have no intention of selling at. Bait and switch.

  Business response

  08/12/2022

  After reviewing the attachments submitted it shows clearly that the price has a strike through it and says please call for the sale price.  We provided a clear itemized buyers order for the vehicle with all pricing broken down.  We are not advertising any bait and switch price it is clearly shown to call and that the strike through price is not the sale price. Obtaining inventory to sell and to earn as a dealership has been a issue for everyone and we all have had to take additional avenues to do so during this time we are all dealing with. We are sorry that we were not able to come to terms to earn the sale and completely understand and apologize for any misunderstandings but we could not of been more clear and upfront on the price needed to purchase. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I agreed to trade in a vehicle for a new vehicle with the commitment from Andean Chevrolet that the new vehicle was "on the lot". Once my wife signed the paperwork the dealership stated that the vehicle would arrive "the next week". The dealership continues to lie about the deliver of the vehicle and after 2 months we still do NOT have our new vehicle. The vehicle is financed through GM Financial and the payment was due January 8th. I do not believe I should have to pay for a vehicle I do not have possession of. I need the BBB to help me solve this problem as I have contacted GM customer service and they stated they are not able to assist.

  Business response

  01/31/2022

  We want to apologize that your new vehicle has not been delivered from GM to us so we can get you in the seat of your new Chevrolet. We are tracking it every day and want to make sure you know it is definitely a priority to get you your new car. Our hands are tied and we are at the manufacturers mercy to when it gets here. I believe the store had made an arrangement to make the difference in payments from the trade to the new vehicle. If you are not completely satisfied please contact me directly at the store to discuss if you would like and I will do my best to assist you. ***** Streib  

  Customer response

  02/01/2022

   
  Complaint: 16484577
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Customer response

  02/03/2022

  The dealership has FAILED to deliver to me the vehicle which I purchased.  They continue to say that this is NOT their issue, but they are the ones that sold a vehicle they did NOT have.  I want my new truck delivered to me please.

• Initial Complaint

  01/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 27th i was texting a salesman from Andean Motor Co. with questions about a Tahoe Z71 he informed me they had only one left in stock and it was new. I had pre-approval with GM and told him i only wanted financing through GM. He ran my husband and my consumer report a total of 24 unauthorized times with several different financing companies. When i started recieving the notifications from the consumer reporting agencies i immediatly told him again not to ding my credit anymore, he said there would be no more. He continued sending our personal information up until the next day. I have copies of all our communication as it was all through text message. This is 24 FCRA violatins as well as GLBA violations, as well as actual damages since i was not able to get the vehicle due to it being a demo. And got denied after the damage Andean Motors did to my consumer report and character. This is an opportunity for Andean to make this right for me, if not i will use my right and seek full compensation for my damages and violations.

  Business response

  01/19/2022

  We have been able to review all messages back and forth and the submits made on the customers behalf. The preapproval from GM being referred to was not any good based on vehicle inquired about. We added the husband which requires additional submission and also switched vehicles due to the pre approval not being enough for the vehicle desired and non required down payment was able to be used for original vehicle. In the messages back and forth it was even explained that we keep getting turned down and that the banks are looking for a lessor dollar amount to consider for approval. There were a total of 9 lenders that looked at the application and some on multiple vehicles with different structures trying to obtain an approval which was relayed through the process and approved to switch and try to get something that would work. In response to the customers credit character we were able to obtain an approval so having an initial denial did not make it unable for us to get an approval on a vehicle. We have responded through consumers personal email and through BBB. 

  Customer response

  01/19/2022

   
  Complaint: 16415665
  
  I am rejecting this response because:
  The sales rep was told at the very beginning of the conversation that I only wanted financing through my preapproval with GM yet still ran my credit **************************************************************************************** it was the last time, he never asked me to send my information to anyone other than GM after I made it clear. He was just running my personal information with whoever he wanted instead of doing what I requested. You state it was explained to me yes after I started getting notifications for all the credit checks he was putting in. And you did not email me back personally at all. My character was damaged by you because I went to get another vehicle elsewhere and was denied due to too many recent inquiries made by Aldean Motors. If this is your refusal to make this right on your own that is perfectly fine, we can come to a medium down the road with a suit.
  Sincerely,
  
  ***************************

  Business response

  01/29/2022

  We understand your concerns and we understand if you need to pursue other options. We have the same text thread and have reviewed the conversation and the notices of each step we took along the way with you providing and asking for us to add your husband and change vehicles and what notices each lender gave saying what would be needed for you to acquire a approval for your needs. We are a indirect lender and only submit applications as we did for you. Asking for a free car and giving us a ultimatum or your suing us for doing what you asked in print we are declining either option you gave. Sorry we were not able to help you with your new car purchase. 

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a New 2019 Traverse in 2018 and purchased the extended warranty with it. The vehicle was recently considered a total loss and the insurance informed me to reach out to the dealership to inform them of the total loss for a prorated refund of the extended warranty. The vehicle had less than 30k miles at the time of the loss. I have been trying to reach the finance department with Andean for 3 weeks, I have left multiple messages and sent a request for contact via email as well and I have yet to receive a response or call back to discuss the prorated refund. I was able to cancel the warranty with the actual company but they too said I must work with the dealership for the prorated refund. I feel like my calls are being screened in order to avoid having to discuss the refund options. A response form the dealership would be much appreciated.

  Business response

  09/03/2021

  Business Response /* (1000, 5, 2021/08/19) */ Mr. **** I apologize that you have not been able to get in contact with anybody at the store to help you with your cancelation. I want to give you my direct line XXX-XXX-XXXX so you can reach me directly and I will make sure to get this handled. We will need a copy of the total loss paperwork and the mileage and date so I can make sure you get the full refund owed. Consumer Response /* (3000, 7, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Andean ****** in your response you provided what you claimed was your direct number to get my situation resolved, when I called the number I wasn't surprised that it was main number for the dealership and when I asked to be transferred to finance again, it was another fail as the finance line is never answered and goes to a voicemail. As you can see from the picture I attached, which can be pulled off of Google, the number is in fact NOT a direct line to resolve this complaint. This has been extremely difficult to get in contact with anyone else other than the operator. I already contacted the warranty company and they too are sending a cancellation notice to Andean ***** but stated I must still make contact with you. Please provide a true direct number in which a member of your team can assist. Business Response /* (4000, 11, 2021/08/30) */ Mr ****. Sorry on the phone number being incorrect , out of habit I typed the stores main number. My cell phone is XXX-XXX-XXXX if you need to call me for any reason. I am being told that all refund and paperwork has been completed. Please call me if there is still any other issues I can try to help resolve. Thank you Consumer Response /* (2000, 13, 2021/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I was able to get in contact with a member of your team and they were able to take care of my refund for the warranty after my total loss.

• Initial Complaint

  06/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/31/2021, I purchased a new 2021 Chevrolet Trax LT from Andean Chevrolet. I paid in full for the Trax (no financing). Andean was informed that the vehicle must be titled and tagged in Tennessee (TN). On 6/9/2021, My TN Allstate proof of insurance for the Trax was requested and provided. On 6/16/2021, Shellie Rosenberg emailed me that they require a TN driver's license in order for them to title the vehicle. I replied the same day that I am not required to have a TN drivers licenses to have a vehicle titled in TN. In fact, I currently have two vehicles in TN which are both TN titled and tagged. My primary residence is in Florida. TN is where I have a vacation home. On 6/21/2021, I provided Andean with the TN government link and details detailing what I need for me to get my vehicle titled and taged in TN, specifically, "Purchaser needs to have in their possession (MSO) Manufacturer Statement Origin, completed by dealer and purchaser."

  Business response

  06/29/2021

  Business Response /* (1000, 5, 2021/06/24) */ Mr. ******** We were able to verify that our 3rd party company that we use to do out of state deals was incorrect and that a out of state license is ok.Thank you for sending us the information that you forwarded. We fed ex'd the MSO on 6/23 and shows to be being delivered by 4:30pm on 6/24. Please let us know if there is anything else we can help you with. Consumer Response /* (2000, 7, 2021/06/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I truly appreciate Andean Chevrolet quickly responding and taking the appropriate action. My Trax is now tagged and title in TN as needed.

*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. ↩