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:06/17/2025

  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 want to start a arbitration to redress the car contract under the assumption of that I was ill and misinformed of the regulations and procedures of the contract I want to do a redress I have a problem with them being able to repossess the vehicle in case of default I have a problem with signing over the interest and dividends payments that I agreed to give them and the custodian on the car contract not knowing that I was just giving them free money

  

  Business Response

  Date: 07/10/2025

   

  After speaking with Mrs. ********* the issue was not with **** Phelan ****** Mrs. ********* was having issues with the lender, she was satisfied with our service and our response. She will contact the lender with her issue. We can close this case, no fault or issue with **** Phelan ******

   

• Initial Complaint

  Date:04/01/2025

  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.

  On February 6, 2025 I saw this car ****** for ***** dollars at Jack Phelan Chevrolet. Went there and purchased the however, **** charged me ***** dollars for the car. I asked him why is the price higher, he toled me it was a fee that the bank charged me. I called the bank and was td that they didn't charge that fee. I talked the sales manager **** and the general manager ******, found out that ****** is ****** brother. They refused to do anything. Need help please

  

  Business Response

  Date: 04/04/2025

  Hello,

   

  Our online prices do not include any bank fee associated with financing. We will contact Mr. ***** and have this situation resolved.

   

  ******

• Initial Complaint

  Date:02/26/2025

  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.

  On 02/07/25 I financed a vehicle from them on 02/20/25 I received a text saying the bank pulled out of the deal because they couldn't verify my Identity I submitted my social, drivers license, check stubs, and bank statements to the dealership and the finance company. On 02/24/25 I returned the vehicle and was suppose to receive a full refund. The cashier refunded ****** dollars to someone else debit card after I told her that wasn't the last four digits of my card. I spoke with the manager and **** they both insist that was my card even I after I showed them the receipt with the last four digits of my card I used.

  

  Business Response

  Date: 02/27/2025

  Dear Better Business Bureau,
  
  We are writing to formally respond to the complaint filed by ******** ****** regarding an alleged unreturned charge. This claim is false, as the full amount was refunded to the customer.
  We have attached proof of the refund, including the receipt confirming the transaction. Based on this evidence, we respectfully request that this case be closed.
  If any further clarification is needed, please let us know. We appreciate your time and effort in reviewing this matter.
  
  

  Best Regards

  ****** *****

  Sales Manager at **** Phelan Chevy

• Initial Complaint

  Date:09/14/2024

  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 have NO IDEA where to begin with this but lets get straight to the point. I saw a 2020 ***** equinox (STOCK: G7536) that I was very interested in where I started to plan on leaving the lot with that vehicle after everything checked out. I have been in touch with ***** as far as checking the availability of the car and if it was available to test drive. Mind you I am driving from *********, **. Naturally we ran into a little bit of traffic on the way here but I always kept that COMMUNICATION going with ***** and she was more than flexible with pushing the time back. However, when we pulled up to the lot I noticed that the car was not there in the parking lot which was a little concerning. Me and dad walked in asking for ***** since she TOLD ME to ask for her when we came into the building. Instead of being greeted by ***** we were greeted by another gentlemen who I think was *******. ******* told us that the vehicle was not on the lot but its available. As expected, me and my dad were EXTREMELY upset because we were LIED to in order to coarse me into looking into other vehicles after driving over an hour to test drive it. ******* stated that the MANAGER is driving the vehicle this weekend and they will not have the vehicle back on the lot until next week. WHY is the manager taking joy rides; driving up unnecessary miles on vehicles that customers are interested in? Why couldn't ***** face me like a grown adult and tell me to my face that the vehicle was never there?I sent a text message to ***** explaining my disappointment. I also received an email from ******* with a recap on the vehicle that I "looked" at today which is a complete LIE when it was never physically there to begin with. We arrived at the dealership on 9/14/24 between 12:00 PM - 12:15 PM.Spoke with ***** on the phone on 9/13/24 at 2:57 PM for confirmation of the vehicle being on the lot as well as multiple emails.

  

  Business Response

  Date: 09/16/2024

  Ms., ******,

  On behalf of all the **** Phelan ***** team Id like to apologize for the huge inconvenience you had this past Saturday at our store. We take full responsibility it was internal miscommunication. Unfortunately the manager that had that vehicle suffered a medical emergency. That is why the vehicle was not available at that moment. If you could give us the opportunity we can offer you a $300 discount on that particular used Equinox, customer satisfaction is our #1 priority. At **** Phelan ***** we take pride in all we do, allow me to show you what a great buying experience you can have here! 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22287150
  
  I am rejecting this response because no one should be taking inventory home regardless of their salary. This prevents unforeseen events like medical emergencies from preventing customers who have appointments set 24 hours in advance for that said vehicle. I am no longer in the market for buying a vehicle because I was very well taken care of elsewhere which resulted in me purchasing a $20k vehicle. Let this be a learning ****** for not only those who completely dropped the ball with earning my business but for the entire team at **** Phelan. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 10/07/2024

  We apologize and this completes our interaction.

• Initial Complaint

  Date:03/21/2024

  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 bought two (2) rear rotors dated April 12, 2022, part# ******** (discontinued) amounting to $255.31 during that time I purchased the rotor, and I asked the person in the part dep't. about warranty, he said it has a 2-year warranty that was on the box/package but last Mar 16, 2024, I called the parts Dep't at Jack ******************** someone answered the phone and I told him that when I pressed the brake pedal it has vibration since October last year and I have the receipt, so how can I claim the warranty you can't take it out bring it here but I will call you back today if not by Monday because it a weekend but Monday I don't receive any return call so I decided to call them someone answered the phone I said I'm ******* and made a call last Saturday regarding the warranty of the rotors but the rotors were discontinued but he said that no warranty on wear and tear but when I purchased the rotors I ask the person who assist me that if there is a warranty he said yes! sticker on the box 2-year warranty the parts is wear and tear no warranty but why did the ** put in the package that warranty if there is no warranty and he start yelling at me said three times i told you that no warranty on wear and tear parts then he bang the phone so i decided to go that dealer to claim the warranty to talk to a parts manager to discuss the issue and inform him that someone yelling at me and banging the phone I found out it was the parts manager ************************* I told that was not a professional act of manager and disrespectful, but still he declined the warranty even though that i show a screen shot of warranty that Most ** Original Equipment and gold lines from ** Genuine Parts and ACDelco come backed with a 24 months/unlimited miles limited warranty and our silver line limited warranty are 12 months/unlimited miles but ****************** said that i make a research and call you back tomorrow but I didn't received any call this Wednesday afternoon I went back to ****************** said that I send you a message decline the warranty.

  

  Business Response

  Date: 04/16/2024

  There was no warranty on the rotors as the parts did not fail, it was normal wear and tear after 2 years of driving.
  
  GM does not cover normal wear and tear, but does cover  parts failure, this was not the case.
  
  THe dealership rec`d this answer from GM
  
  ***************************
  Customer Relations manager
  **********************
  ************

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21464002
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/10/2023

  Type:Product 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 received unsolicited mail for platinum prequalified amount ($7500 to $39000) that included a credit card with my name on it issued on March 29 and sent via **** mail.I did not request this information, and I am flabbergasted that a credit card with my name on it would be sent to me without my consent I reached out to Jack Phelan Chevrolet to request my name be removed from their mailing list immediately.

  

  Business Response

  Date: 04/11/2023

  JACK phelan CHEVROLET WILL REMOVE YOUR NAME FROM OUR DATA BASE

   

  yOU WILL NOT RECEIVE ANY FURTHER INFORMATION FROM OUR DEALERSHIP PER YOUR REQUEST

   

  SINCERELY

   

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

  CUSTOMER RELATIONS MANAGER..

• Initial Complaint

  Date:11/23/2022

  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.

  I purchased a 2020 Chevrolet Equinox from this dealership along with an extended warranty. Apparently my bumper to bumper is no longer valid due to mileage but I still have active warranties: Emission select component, ********* limited, and ********** limited. I took my vehicle in because my check engine light goes on and off and my vehicle was scheduled to be serviced as well. They then told me an error code P1101. Stating the pvc o****** (part under the hood dealing with seals, gaskets, etc.) They said my bumper to bumper expired. My response was ok but my powertrain warranty is still active and should cover it and GM also agreed to that it should cover it as well. I have not been given a clear answer as to why the dealership continues to say it isn't covered. According to the warranty details that list things covered and not covered also supports this. However, they still refuse to fix my vehicle under the warranty. This is unethical especially considering when I purchased the extended warranty it was because the dealership stated that it would cover everything under the hood until ******* miles! I am not getting any resolve and instead I am being told I have to cover the repairs out of pocket. No where does it say the repairs I need isn't covered. I am including the warranty information below:Covered components include:Engine Components such as engine block, cylinder head, manifolds, timing gears, oil pump, all internally lubricated parts, seals, gaskets and internal electrical components Transmission/Transaxle and Transfer Case (if equipped) Components such as the case, all internally lubricated parts, mounts, seals, gaskets, and internal electrical components ***** Systems Components such as propeller shafts, universal joints, constant-velocity joints, axle shafts, bearings, final-drive housings, and all internally lubricated parts What is Not Covered Components such as:Sensors Wiring Connectors Radiators Hoses Coolant Cooling lines

  

  Business Response

  Date: 11/28/2022

  The customer came into the dealer with a check engine light on 11/18. After scanning the vehicle for codes, the technician found code P1101. Upon inspection the tech found the pcv o****** was plugged and referenced bulletin number 20na047 from *************** The bulletin states that it is necessary to remove and replace all one time use seals, pipes, and gaskets to replace the clogged pcv o****** The bulletin also states that this repair is only covered under bumper to bumper and emissions code E warranty. The dealer spoke with the factory on the customer's behalf and was notified by factory representatives that the repair is not covered as ******************** vehicle is out of bumper to bumper warranty and that her vehicle does not carry an emissions code E warranty. At that time we notified the customer that the repairs would not be covered and would need to be paid for by the customer.

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18455536
  
  I am rejecting this response because: I have been in contact with DJ a representative for GM since 11/18 and they have consistently told me that it should be covered. I also received a call from GM on 11/25 stating that the repair could be covered under my emissions warranty and that they would call me back with a date for repairs. I haven't gotten that call yet back but I find it ironic that now it seems as if what's covered may be switched again! I have an emissions warranty but it appears that you all may be trying to say it's a different emissions warranty, like come on! GM told me my power train should cover it and now my emissions as well, yet you all respond with this and it makes no sense! It's also bad business practice to sell someone on a warranty saying "everything under the hood is covered for ******* miles" yet you all can't make good on your word and make the repair under my hood. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/02/2022

  Dealer has double checked coverage of this repair with ************** and the repair is not covered under the customer's warranty. Warranty coverage on this repair is 3 years ***** miles. ***** is no reason the dealer would refuse to cover a warrantable repair.

• Initial Complaint

  Date:10/29/2022

  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.

  My car has been in and out of the dealership without proper service it has yet to be fixed it has stopped on me constantly in traffic and has put me in fear. This vehicle service engine light has started blinking. The manager both ****** and ***** has told me its normal for a car to misfire. I have expressed to them this was a safety concern and have said over and over that the engine was supposed to misfire. I need a better outcome of this such as a new vehicle I have had many issues involving this dealership being the seller of this automobile. I have contacted Chevrolet Corporate as well and will be filing an additional complaint on this business. I will be needing a new vehicle

  

  Business Response

  Date: 10/31/2022

  On December 30th 2021 Ms. ***** 2017 ***** Sonic came in with a check engine light and upon inspection we recommended the motor be replaced. The claim was put through the customer's extended warranty and they were offered to have the engine replaced with a used motor at no charge to them or a partial split on a new engine. The customer chose the used engine which was then replaced at no cost to the customer. The customer next visited the shop in January of 22 where brakes were recommended to be replaced but were declined by the customer. At that point in time an engine and transmission mount were replaced at no cost to the customer. The customer came in on March ********* complaining of a check engine light and a vibration. The vehicle was scanned and test driven no codes were stored in the system and no abnormal shaking was felt during the test drive. The next visit was a regular maintenance oil change in April of 22. The vehicle was then brought in with a leak from the washer reservoir in August of 22. The vehicle then came into the shop 10/31/22 with an active check engine light. Upon diagnosis the technician determined the cause of failure to be a bad ignition coil which is being replaced at no cost to the customer. We also recommended replacing fouled out spark plugs per maintenance which the customer approved. At no time has the customer ever complained of a backfire or of the vehicle dying out. At this point the vehicle is done and ready for pickup.