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:04/21/2025

  Type:Sales and Advertising 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.

  Palatine ***** carried out deceptive business practices. They put the car in my name knowing my son was going to pay for the car. Paperwork said the cost of the car was one price and in reality they charged/financed almost $8,000+ more for the car. Paperwork shows that the car was supposed to have all weather floor mats and did not include those. Salesmen/finance manager pressured us into getting a car and when I said no they kept pressuring to close the deal knowing it was a risky deal.

  Business Response

  Date: 04/23/2025

  It Whom It May Concern:

  This transaction in question took place on July 13, 2024. I have attached several documents that clearly show that the sales associate and Finance manager was completely transparent with the **** ******* regarding the terms of the sale.  This is evidenced by her signature being on all of the attachments I've provided which include...

  - Signed agreement to Arbitrate

  - Signed confirmation of delivery

  - Signed retail installment contract

  - Retail purchase agreement

  - ************** warranty contract

  The customer/complainant was fully aware of the terms and conditions of this transaction, and she was a co-signer on all documents.  

• Initial Complaint

  Date:03/24/2025

  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 bought a powertrain warranty at ***** Palatine that was good for 6 years or ******* miles. The start date of the warranty was 5/23/2019 per contract. For my 2016 ***** Equinox. About 2 weeks ago I took the car to Mikes ******** Chevrolet for a check engine light; the car has like 97K miles and they diagnosed the need of a new engine valued at $12K. Now ******************************** is saying the warranty expired because start date was based on the manufacturing of the vehicle not the date on the contract. I called Chevrolet Palatine finance manager and he told me the contract had a typo and is now expired. He told me to contact ***** directly. Which ** said they cant do anything because its a private dealership. But they recommended I filed a complaint on BBB.

  Business Response

  Date: 03/26/2025

  Customers warranty is effective from the date the *** put the vehicle into service not the service contract purchase date which is also noted on the contract itself. The contract specifically states, "Manufacturer's original in-service date - new vehicle manufacturer warranty start date (not the service contract purchase date)." Given that the vehicle in question was a 2016 model, it is likely that the *** placed this vehicle into service around the end of 2015 or early 2016.  This would mean that the customers warranty would have expired in late 2021 or early 2022.  Unfortunately, there is nothing we can do to resolve this matter. 

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service 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.

  February 8, 2025. Second visit to dealership w/ all needed documentation ready to go. Arrived at the Palatine dealership around opening. Test drove car with ******. Finally made it over to ****************** where staff provided paperwork to sing and receive keys. They were unable to provide temporary plates because they couldnt get a printer to work. Financial officer mentioned plates would be sent out by mail in a couple days. Which we agreed after being at the dealership for eight hours already. Plates were never sent/received.Also reached out to ********(car title holder) and they have no record of my transaction. Dealership now demands I return to redo paperwork and then receive new plates. I live out of town and travel for work not able to make it back. I have been receiving rude calls, ************* outside of business hours threatening me to come back to finalize a deal that was already done.** I just want to receive my plates by mail like we agreed and start paying off the vehicle.The new shop manager/financial assistant ****** has turned this from a business transaction into a personal vendetta. Please help.

  Business Response

  Date: 03/19/2025

  I, ***** ********, have looked into this matter and have a resolution should we get the customer/complaint's cooperation.  Without knowing specific details, I was advised that there were certain documents for this transaction that were either not completed, not signed, or incorrect.  As a result, we have not been able to submit the documents to the financial institution to get this deal funded. This results in the customer having the vehicle in his possession and we have no way of getting it funded, and the customer has no way to get it registered.  I called the customer at 9:35 am on March 19th, 2025, and left him a voice message.  I proposed that we send someone up to him in ********* with the proper paperwork and meet him at a convenient location of his choice.  We then can properly execute the necessary documents and provide him with a temporary plate. We can then submit the documents to the lender for funding and the customer can register the vehicle.  At this time, I can only wait on the customer to return my call so we can get this arranged. 

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brought car in for noise in left front tire. Was told it was a wheel hub issue and wheel hub needed to be fixed. Wheel hub was fixed but noise continued. Now told I need to spend $1,500 for new tires. However, when tires were rotated, noise continued. Appears new service manager is engaged in fraudulent business practices designed to increase revenue.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing this complaint due to ***** of Palatines gross negligence and failure to address their mistakes after a life-threatening incident caused by their faulty ********** October 2023, I purchased a new 2023 ***** Trailblazer. By August 2024, the vehicle required a fuel pump replacement, which was handled by their service department. Days after the repair, while driving on the expressway, the car caught fire, forcing my husband and me to flee to safety. This terrifying incident, which could have cost us our lives, was caused by a defective part the dealership had installed.***** of Palatine admitted fault to my insurer, State Farm, and agreed to cover repairs under warranty. However, when I expressed concerns about driving the vehicle again, the dealership initially promised to assist with a trade-in and significant discounts, only to later offer a mere $4,000 off a new vehicle. The manager, ******* *., dismissed my concerns, and the salesperson, ******, was aggressive and dismissive, even blaming me for being upset about the fire.Their complete lack of accountability, empathy, and respect for my familys safety is appalling. I was forced to leave with the same vehicle that nearly killed us. ***** of Palatines actions demonstrate they prioritize profits over customer safety, and I urge the ******************** to investigate this matter to prevent others from enduring similar risks.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Oct. 26, 2024 I took my vehicle to The dealer for service. I told the service representative that I smelled gasoline when the car was parked. I also told him ( ****** **********) I hear a clucking sound coming from the differential when i make low speed left turns. He said he will call on Monday. A week passed and he said the gas tank needed to be replaced and he would get back to me after he found one. About 2-3 weeks later he called and said he located the gas tank and the warranty company approved it and the cost to me would be $100 or less. He also said it take another couple of weeks to install the gas tank, and he would check the differential problem after that. Dec. 10, 2024 I got a call from ****** ****** the service manager who asked what Mr. ********** said about my vehicle repair. I told him the aforementioned information from my statement above. He told me Mr. ********** was no longer employed there. He also said no work had been done on my vehicle.He told me that the gas tank was from an aftermarket supplier called LKQ, and he was'nt going to install it and that I should come and pick up my vehicle. I asked him if they looked at the differential problem and he said he would call me back. He called back and said the mechanic drove the vehicle 6 miles and did not find a problem. I told him the problem was at low speeds when turning or pulling into a driveway or parking space. I further told him I would be in to pick up my vehicle in couple of days. I went to the dealership on Dec.13,2034. I met with Mr. ******* I asked him why he was not going to repair my vehicle. He said aftermarket gas tanks may fail after 2 or 3 months and that has been his experience and I should try a specialty shop somewhere else. I told him that I purchased the vehicle there, and I also purchased the extended warranty there as well. l also told him that the vehicle is a chevrolet, they are a chevrolet dealer, I have a warranty sold to me by them, and they made the vehicle.

• Initial Complaint

  Date:09/10/2024

  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.

  Date of transaction: July 27, 2024 I paid approximately $35,000 - $37,000 Let me start out by saying that I called the dealership two days prior to the 27th and spoke with ***** and made an appointment to come in the following Saturday (July 27th). After I spoke with ***** I went onto their website and found the car I was interested in buying so I called back and ended up talking to ***** because ***** wasn't available and told him which car I was interested in and he told me he'd tell *****. I traveled from ************ ******* to Palatine ******** that Saturday (three hours and 48 minutes) and after sitting for a lengthy time I sat down with ***** and after she did all the paperwork I was taken to and introduced to *****. After all the paperwork was signed ***** asked me to go out and take everything out of my car, which I did and about ***** minutes later ***** pulls up next to me and says that the car I just purchased wasn't on the lot but rather in ************ so I not only was able to check out the car I just purchased I had to take one off the lot to get back home. Before leaving the car lot ***** said my car would be available the following Monday and that I had to meet them half way to get my car, which is (I believe) is unethical. The following Monday I told ***** I'd be going straight after work (I leave work at 4:00 p.m.) so when I arrived to the meeting spot he made wait an additional two and a half hours (approx) and my gas was on empty.Driving home I learned there were a few problems, the car was shaking violently after getting around 65mph and I was notified by the system to service the *** System. After contacting ***** again he told me the car was under the manufactures warranty, but it wasn't it expired three months prior. I called back and told ***** and she said ***** would call me back but he didn't and still hasn't and that was about two weeks or so ago. He's totally avoiding me...     

  Business Response

  Date: 09/26/2024

  The dealerships management team has contacted the consumer to resolve this matter.

• Initial Complaint

  Date:08/25/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/29/2024, I purchased a vehicle from Chevrolet of Palatine.The total purchase with tax was $32,498.00.When purchasing the vehicle, I was presented with an itemized list of features and options with a grand total price listed of approximately $24,000. After I agreed with this price, I signed the paperwork for the purchase, which included a loan agreement. Once I received my loan account information I noticed that the loan amount was much higher than I had anticipated. After closely reviewing my paperwork and speaking with the dealership, I had discovered that the purchase included an additional warranty that I was not aware of. The warranty for for $5,125.00 which I do not want would like to have refunded. I have been trying to get this refund from the dealership for months now but I have not received my refund.

  Business Response

  Date: 09/11/2024

  The General Manager of the dealership has been in contact with the consumer and this matter has been resolved.

   

• Initial Complaint

  Date:06/08/2024

  Type:Billing 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 recently purchased a vehicle from this dealership. At the time of the sale I had $2,000 dollars cash for my down payment. I was advised by my salesman that finance informed him that I needed to provide $1,850 in cash and $150.00 on my debit card. I found this to be a bit a bit confusing, so I requested to speak with the manager. While speaking with the manager he explained that this is something that the bank is requesting to have a card on file and it helps with this hardship loan program for customers with bad credit. It still didnt a make sense to me but I took his word for it. So I informed in that my bank account had some fraudulent activity and my bank canceled my debit card and all I had was $2,000 in cash. He asked if my son could put his card file and complete the transaction. My son agreed to help me out with this. So I paid $1850 in cash and charged $150 dollars on my sons debit card About a week later my son received a letter informing him that his reoccurring payments for extended auto warranty will be deducted from his bank account. The warranty amount is $3,450 dollars. I never agreed to any warranty nor asked for a warranty to be added to my account I reach out to my salesman and advised him about what had happened and he informed me that a manager will reach out to me. Im requesting that they pay this balance or I will be seeking small claims court.

  Business Response

  Date: 06/11/2024

  The dealership's Finance Manager has been in contact with the consumer and has resolved the confusion surrounding this matter.

• Initial Complaint

  Date:05/26/2024

  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 worked closely with ***********************. Well as close as I could. I visited the lot eight times and in those eight times ***** was in four.I signed the paperwork and was finally given the car a week later after inspection. On Tuesday the 21st he called and asked me if I could make my first payment early. (I know now to secure his commision on the sale). I told him I can pay early when I get paid on the following day (Wednesday) but he asked if I could do it saturday. He gave the phone to a young lady and she asked for my card number so he can run my debit card Saturday. I gave it to her and she told me they will call me Saturday to take my first payment. I thought that was odd but whatever. I'll just do it and get it out of the way. What I did not know would happen is ***** paid my first month himself that wednesday (to keep the deal in good faith) and he was actually taking my money to pay himself back.It was 9am in the morning on a saturday. I am comfortably asleep in my bed without any idea of what type of day ***** would make it. By 10:20 am I woke up from a loud bang at my door. My grandma had received a call from ***** and his crew yelling at her that I stole my car and drove it across state lines. Again my first note is due a week from now! ***** responded by telling me to call the police and fix it with them. I thought I was still dreaming. There was no way this man was this crazy and unethical. But he was. I had the vehicle for three weeks before ***** decided to repo the car from my home with no warning. His exact words when that gentleman called him on his phone with my distressed child in the background was "I was months behind on my payment." Another lie. He paid my first month car note and was runnnig my card to pay himself back. Instead of being honest he illegaly had my car repo'd in fornt of my neighboords and children.

  Business Response

  Date: 06/21/2024

  The dealership has communicated the stipulations outlined by the lender, ******************* the consumers open Bankruptcy be Discharged.  However, the consumer did not follow the court order and a Dismissal Order was entered by the court (attached).  Any monies paid by the consumer would be refunded by the financial institution.  The consumer voluntarily surrendered the vehicle according to the terms and condition set forth in her contract.  This matter has been resolved.