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:03/27/2025

  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.

  Purchased a new truck. Had the dealership install a paint protection. It was installed wrong. Pointed out issue thr day I took delivery of truck. They corrected thr coating at a later date only to have my paint peel after they stripped the coating off to redo it. Addressed the issue the next day. Took truck back to dealership and left it to be fixed by their body shop. Truck was never fixed after leaving it. They said they were waiting for the manufacturer to approve a paint defect. Never had a paint issue until they stripped truck of their coating they installed. This has now been a year of dealing with the situation. They keep telling me they are waiting for a manufacturer approval for their mistake.

  Business Response

  Date: 04/07/2025

  We are working directly with Mr ***** now to resolve his complaints.

  Customer Answer

  Date: 04/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/20/2025

  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.

  Sold me a vehicle without telling me the transmission was replaced. The vehicle has been in custody of Peterson for five weeks with no resolution due to transmission issues requesting Peterson give me the money I put down on the truck and assume responsibility for the truck or provide me a vehicle with equal value

  Business Response

  Date: 03/24/2025

  Peterson Chevrolet can appreciate the frustration of the customer. We understand not having your vehicle available to drive is an inconvenience. With that said...

  1. We replaced the transmission per **'s requirements. We are under no obligation to divulge a transmission replacement under ** warranty guidelines previous to a customer purchasing the vehicle.

  2. We are following the guidelines of ** warranty protocols to address the issues with the customer's vehicle. If the customer is unhappy with the time it is taking for the repair, they are welcome to call ************** customer care, and open a case with the care center. Any repurchases or "buy backs" happen at the request of the manufacturer, not Peterson Chevrolet.

   

• Initial Complaint

  Date:02/19/2025

  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 purchased a vehicle on 2/5/2025. My mother was with me. While working numbers I pulled up my loan I had outstanding to get pay off I got $16,859.78 and it was wrote on their paper by the salesman the salesmen and I both signed it. When it was time to sign paperwork we were rushed because it was closing. As rushed to sign paperwork work the finance manager RC put $16,000.00 according to Skylar and RC based on a call with my mom today it was fat fingered. My mom had to pay the difference of $1225.00 because the pay off was actually $17,225.00. We attempted to resolve with dealership but they are saying because I signed the paper they are not responsible. I signed both papers and so did an employee of Peterson why would I look up a pay off to have them put a less than number. They are blaming this difference on a fat fingered typo. Which cost us approximately $860.00 the $365.00 should be owed by me based on what I gave. My mother spent close to $70,000 cash on two car purchases it appears as if this mistake was intentionally done to get more cash on deal. They have refused to right their wrong even with the signed documents. Additionally I was contacted on 2/18 thirteen days after I bought the vehicle why am I responsible for accrued interest during that 13 days.

  Business Response

  Date: 02/20/2025

  Peterson Chevrolet can understand the frustration by Ms ***** Phone calls after the transaction regarding inaccurate payoffs are rare, but they do happen from time to time. Peterson Chevrolet had no malice or intent to mislead Ms ***** but came from a simple data input error. Peterson Chevrolet should have caught the error, as should have Ms ***** as the $16,000 payoff was listed on all the documentation she signed. Ultimately, the customer's full payoff is her responsibility, as was signed by her during the finalization of paperwork, see attachment for reference.

  In regards to Ms ****** complaint regarding the 10+ days to find out about the discrepancy, it takes approximately ***** days for our office to process the transaction, send the paperwork to the lending institution, and for someone at the lender to review documentation. It was upon lender review the discrepancy of payoff was noticed, and informed to Peterson Chevrolet. We can appreciate the frustration by Ms **** to find out 10+ days later, and to find out the loan had accrued additional interest during that time. As a gesture of good faith, although we are not obligated to, Peterson Chevrolet will refund the accrued interest between the day the transaction was completed, and the day the additional payoff balance was settled. Ms **** can contact us directly to make those arrangements.

  Peterson Chevrolet appreciates Ms ****** business, and we apologize for the frustration.

   

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22963898
  
  I am rejecting this response because as I can understand that I signed a document stating $16,000.00 I also signed a document stating the pay off was $16,859.78 as well as the salesman I was working with. The manager ****** my mom spoke with yesterday admitted to a fat finger issue typing and it should have been entered as $17,000.00. I did sign both documents. As signing the papers it was rushed as it was end of the day. I am being penalized for an admitted mistake by the manager in a conversation with my mother on 2/19/2025. My resolution is that we pay $365.00 and be refunded the remaining since it was an admitted mistake by a manager of Peterson. When the deal was being made I signed the pay off $16,859.78 I pulled from my app. Im willing to pay the difference of $365.00 since the actual pay off was $17,225.00. Again an error of fat ********* a 6 versus a 7 creating a $1000.00 mistake Im being held responsible for. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/20/2025

  Whether the correct payoff was used, or whether you paid the difference, the true payoff would've been your responsibility regardless. Had it been accurate, your loan balance would be $1200ish higher that you would owe the lender, the difference is you paid that amount separate instead. Paying that amount to us when it was noticed the payoff was inaccurate, just shifted that expense to an out of pocket one, versus an increased loan balance, so to say we charged you extra would be inaccurate. Peterson Chevrolet did not make any additional profit off the payoff balance been found to be inaccurate after the fact.

  Peterson Chevrolet is will to split the difference of the loan payoff discrepancy of $1225. We are willing to reimburse you $613 of your loan balance payoff as a gesture of good faith if this settles the matter . Again, we are not obligated to do this, but we understand the frustration. This amount is the total amount we will pay, and we will not be paying any additional interest accruals.

   

   

  Customer Answer

  Date: 02/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/21/2024

  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 an extended warranty for my work truck back in 4/29/24 for the amount of $4,681 to cover 5YR/60,000 according to the email confirmation from ***************************, who is supposed to be the manager of accounting who deals with warranties in that store, after emailing him my trucks VIN number and mileage he confirmed to me that my truck qualified for the mentioned warranty. I took my truck in for repairs as its having electrical issues which was scheduled to start getting worked on 6/19/24 and to my surprise, the warranty Peterson sold me is denying to cover the repair costs because my truck has a rebuilt title that somehow when they sold me the warranty it was missed. I have tried very patiently to figure out a way to work it out with them but I keep getting the workarounds, that theyre system has been down for a few days, that they dont know when itll be back and that I should hear something from them in regards next week, in the meantime I have no work truck and no warranty to pay for the service and no money to pay for the fix either.

  Business Response

  Date: 06/22/2024

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

  Business Response

  Date: 06/24/2024

  Peterson Chevrolet will be refunding the customer the amount in question. ******************************************* was unaware of the previously non-disclosed damage to the vehicle, until an insurance adjuster inspected the vehicle, and noted previous repairs that caused the vehicle to have a salvage/branded title.

• Initial Complaint

  Date:03/06/2023

  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.

  Bought a 2020 ***** Silverado Duramax from Peterson back in march of 2021. Since then Ive had to take my truck in 3 different times. This latest one happening Friday night, March 3rd, where my truck broke down on I-84 and had to be towed. The transmission was shifting hard and then the truck went to reduce engine mode and shut the engine off and wouldnt do anything. I had to have my truck towed to Petersons and got a voicemail from them Saturday morning stating it would be over a week before it was to even be looked at. It then took 3 attempts to get the service advisor, *****, on the phone and when I asked her what car they were going to give me since I was now stranded in boise with my travel trailer she said they couldnt do anything. I live in ********* so i was lucky enough to be able to rent a nice **** truck to get myself and my trailer home with no help from petersons. Ive been sold a bad truck from them and now Im the one who has to pay to have a rental while they take their time trying to figure out whats wrong with my truck that is luckily still under factory warranty. Their lack of customer service and support to their customers after their car salesmen have made the dealership money is appalling. I want my truck fixed and want to be reimbursed for the money Ive had to spend on a rental truck to get home and then the next compact car I have to rent to be able to get to work and drive back to boise when they finally fix my truck.

  Business Response

  Date: 03/07/2023

  Peterson Chevrolet is aware of ******************** complaint. 

  We understand the frustration of having mechanical/electrical issues with her vehicle. Issues with vehicles are not uncommon across all manufacturers, which is why factory warranties are included with vehicles. 

  We apologize if ***** was not available on the first call, she was our only main line advisor ******** Saturday morning, so she had multiple customers to deal with at one time.

  Peterson Chevrolet, as well as *************** do not provide loaner vehicles if they are intended to tow anything, trailers included unfortunately. 

  It sounds like ******************* vehicle is under warranty, so any claims of looking for rental reimbusement will need to be taken up with ************** specifically. We would be happy to provide *************** with the number for customer care at her request.

   

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19544653
  
  I am rejecting this response because:

  Your service manager back in July 2021 let me use his truck to tow my trailer so that is false that you dont give vehicles for towing and I should be able to depend on my truck to get me back and forth from any where at anytime. Obviously I cant depend on my truck just like I cannot depend upon Petersons to take care of their customers after they have made the sale. 
  

  I will go through GM to get my rentals reimbursed since Im already out $800 on rentals and I will never buy anything GM vehicle ever again after this experience.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/28/2022

  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 took my 2013 ***** Avalanche to the service center on Dec. 27, 2022 for a a passenger side airbag recall. When I picked up the vehicle, the service agent asked me if I was aware of a previous crack on the dash of the truck. I stated I wasn't aware but both my spouse and I drive the truck so I would check with him.When I got home, my husband I and I examined the crack. We are both certain the crack was not there before. I called the service department manager and explained I found it very odd that the crack would be mentioned upon pick up of the vehicle but that no one had called us before they got into the airbag to state that the dash was already cracked. I was referred back to the original agent I worked with. He informed me that he had time stamp photos of the crack. I asked why this wasn't mentioned before and why, if it was important enough to take photos of, they wouldn't have called us to report the crack. Not having the issue resolved to my satisfaction, I then reached out to the general manager who had the service agent with him when he called me back. The ** was very condescending. He did extend a very weak olive branch which was not satisfactory to me. I want to know why they would take a photo of "previous" damage and not call the customer to report it. The crack is exactly in the same position as where they would need to access the airbag.

  Business Response

  Date: 12/29/2022

  I was made aware of ************************* complaint on the morning of Wednesday December 28th. *****, my assistant service manager informed me that upon bringing her 2013 Avalanche into the shop, the technician saw a crack in the dash near the airbag. The technician informed ***** of the issue, and ***** came out to take a picture of the dash before beginning the work. Upon return of the vehicle, ********************* was made aware of the crack in the dash, later to call back and state the dash was not cracked previous to her dropping off the vehicle, and then asked to speak to the *** When I spoke with ********************, I reiterated that the crack was there before we began working on the vehicle, and that we have several pictures which were time stamped to show when they were taken. ********************* then accused Peterson Chevrolet of "doctoring" the photos to change the time stamp. Myself and my assistant manager ***** were unaware changing dates and times were even possible, so we learned something new that day. At no point was I condescending, ********************* just didn't like the fact that I disagreed with her claim we damaged her vehicle. She stated her vehicle was flawless, but in the 20 years I have been doing this, no 9 year old vehicle is flawless. I agreed with ******************** that we should have called when we saw the crack, but we normally just document anything outside of a blemish with pictures, as again, most vehicles in that year range have blemishes/imperfections. If we reached out with every flaw we saw, it would take an exceedingly excessive amount of time to complete the repair.

  The 2013 ***** Avalanches had such a problem with cracked dashes, especially around the airbag, that they were included in a class action lawsuit for the issue. The attached link shows the lawsuit, and you'll notice that almost all the complaints show a crack in the dash in the exact spot that ******************** is claiming we damaged, as identified in the picture attached. It adds clarity to the fact that this crack happened far before it was ever in the hands of Peterson Chevrolet, and Mr and ******************** just didn't notice the crack.

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

  Peterson Chevrolet, even though we knew we were not at fault, offered to buy a dash mat for the vehicle. This was only done to show we value the relationships with our customers, and extending some assistance on an issue, even though it was not caused by us. 

  ******************** then proceeded to hang up on me, as she did to my advisor earlier on.

  This concluded my interactions with *********************

  Peterson Chevrolet feels from this point forward, the Richmonds should take their vehicle to ******* Chevrolet for future repairs.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18650304
  
  I am rejecting this response because:
  

  There are some truths and some inaccuracies in the business's response. I did hang up on both of the people I spoke with after telling them this was not going to be resolved and I was going to hang up now. 

  I NEVER stated that vehicle was flawless. I stated that we have taken very good care of the vehicle. That is true. I have a membership to Metro Express car wash, and I wash and clean the truck 1-2 times per week. I washed it and cleaned it on Monday, the 26th, including using special cleaner on the dash. 

  We were contemplating selling the vehicle in November. My daughter took pictures of flaws in the vehicle. She did not take a picture of the dash because there was no damage there. I realize this isn't proof and, believe me, I wish we had taken pictures of it.

  Yes, ***** mentioned the crack upon pickup of the vehicle. These are his words: "You are aware of the previous crack on the dash." I stated I was not aware, but I would check with my husband as we both drive the vehicle. I was expecting a hairline crack that I could have overlooked. This crack is extremely apparent. I know, in my heart, that this crack was not there.

  I did mention that timestamps can be doctored. In addition, it doesn't really matter to me if the timestamp was there or not. I was told the photo was taken at 9:30 a.m. How do I know a technician didn't come to ***** at 9:25 stating they caused a crack and then a "before" picture was taken?  The claimed photo was never mentioned until I demanded to speak to the **.  I had previously called the Service manager, who didn't even respond to my questions except to refer me back to *********** 

  I appreciate the suggestion to go to ******* for service after this point. I have dealt with ******* before and have found them to be an honest business.  My only reason for coming to Peterson service center was due to the recall on the airbag. I expected this service center to be honest and am very surprised at the way this was approached. I do have a regular mechanic. I am contemplating taking the truck to him to see if he can recall the dash having the crack prior to this incident. I also believe the crack may be investigated to determine how it could have happened - meaning that I am wondering if it will be readily apparent that it was caused by a tool attempting to gain access to the airbag that was involved in the recall. It would be highly coincidental to me that a crack none of us previously noticed would show up exactly at the spot gained to access the aforementioned airbag. 

  Finally, as far as the denial of being condescending to me, I specifically had ***** change the contact information to my phone number. I was never contacted once. He called my husband's phone number and only communicated with him. When I called the next morning to talk to the service manager, he listened to my concern and his only response was to transfer me back to *****. When I pursued the matter even further, the ** waited to call me back until he had ***** with him. I felt this was a defensive move and my concerns were not acknowledged at all. The mention of the photos at this point was the first I had heard of them. 

  At the least, this interaction was highly suspicious. Believe me, I find no pleasure in this. I do not like conflict, but I am positive Peterson service center is at fault and I do not appreciate the lack of customer service. 

  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/10/2023

  Here is one more piece of documentation.  ****, at Tire Choice, told me there is a protocol that previously damaged areas that are being worked on would be noted on the paperwork. There is no mention of the crack on the paperwork I received.
  Furthermore, I was told the photo Peterson took was taken at 9:30 a.m. but the ticket was opened at 8:40 a.m. so I am questioning why it would have taken 50 minutes for them to take a photo.
  

  
  

  Customer Answer

  Date: 01/10/2023

  Here is additional documentation for the case number 18650304.
  
  I went through Metro car wash on December 26th, the day before Peterson Chevrolet serviced a recall on the passenger side airbag. After the dash was cracked, I contacted the manager at Metro Express car wash. The only information I gave him was that I had a crack on my dash. I showed him where it was and asked him if he could pick it up on their cameras. He sent me pictures and a voice mail stating the crack was not there. 
  
  I, then, took the truck back through the car wash and asked him to send me pictures again. This time the crack is visible. There are two pictures attached from Dec.26. The third picture is from last Friday.
  
  I took the truck to Tire Choice where it has had its regular maintenance and repair work done since we purchased the truck in 2019. *******************, the store manager, is vey familiar with the truck. He looked at the crack and said it was not there the last time they worked on the truck and the crack was exactly at the entry point they would need to access the air bag. I have attached his business card.
  
  Thank you,
  
  *****************************
  

  
  

  Business Response

  Date: 01/14/2023

  ******************** is stating the pictures show evidence to her case that the crack was not in the dash previous to her appointment with **. Picture #3, which is the "after", is clear and definitive in clarity to show the crack is there. Pictures #1 and #2, the "before" pictures, are grainy, and you cannot tell whether the crack is there on not, even if you zoom in, which we attempted to do. Also, there is no time stamp on any of these photos, just the time that ******************** probably saved them to her computer, which was 1-10-2023. If ******************** would like Peterson Chevrolet to take responsibility of the damage she is alleging we caused, we need clear and definitive pictures (Similar to ******) with time stamps to corroborate the dates and times as she has laid out.

  Thank you.

  Customer Answer

  Date: 01/29/2023

   
  Complaint: 18650304
  
  I am rejecting this response because:

  I can clearly see that the crack is not there in the December 26 pictures. The manager at Metro Express Car Wash states that he could clearly see the crack was not there. 

  I am in the process of having ****, the manager at Metro Express, provide me with date and time stamp photos.

  None of my other pieces of evidence were addressed by Peterson. Namely:

  *******************, manager at Tire Choice, who is extremely familiar with the ***** Avalanche, states the crack was not there before. 

  I was not called immediately when so named previous crack was discovered.

  The crack is not documented anywhere on the paperwork.

  The so named "before" photo provided by Peterson Chevrolet was taken at 9:30 a.m.. This is 50 minutes after the ticket was opened.

  The crack is at the point of access to the passenger airbag which, at the least, is an extreme coincidence.

  This will be the last time I dispute this claim. The dash is going to have to be completely replaced. It is all in one piece and cannot be replaced in sections. If Peterson does not offer to pay for the replacement of this dash, I will be closing this case and the next communication they will be receiving will be a letter from my attorney. This letter will go directly to the owners of Peterson Chevrolet. 
  
  Sincerely,
  
  *****************************