ComplaintsforBob Hook Chevrolet

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped of GMC Canyon on Thursday, 11/30/23 for a simple heater repair, and was assured it would be first in line the following morning. 12/1 I didn’t hear an update. 12/2 I didn’t hear an update. 12/3 they’re closed because it’s Sunday. 12/4 My husband contacted *****, who told him his car was second in line and should be started that day at around 11 am. Later in the afternoon, tried to get ahold of ***** for an update with no response. 12/5 called the shop to get an update, and was told were second in line and it should be started today, same response as the previous day.

  

  Business response

  01/09/2024

  Thank you for reaching out about this service visit. In reading your description, **** ********, and reviewing our records, it does seem that our turnaround time for this service could have been 1 day if all had gone according to plan. I am disappointed that ***** was not available at times, or did not provide a timely update on Friday/Monday/Tuesday. Our dispatching is out of his control but we have an expectation that our customers will be updated everyday their vehicle is here in our shop. Unfortunately, we are currently experiencing unprecedented parts delays that have slowed down nearly every turnaround time in our service department. On paper, we know how long it takes to complete a service, but inevitably we are stuck waiting on parts with a vehicle dismantled in a technician's bay. This is no excuse to not providing great service, but its certainly a factor out of our control. 

  I have reviewed the repair order and see that we completed a coolant system fluid exchange, a 4 wheel alignment, and pressure tested the coolant system to check for leaks. The vehicle was picked up on December 6th I believe.

  In consideration of your request, I would like to refund you the prorated monthly payment for the time that your vehicle was in our service department. At $345/mo, your daily payment is roughly $11. I would like to send you $11 x 5 days, or $55.00

  Thank you for using the BBB to bring this to my attention. 

  Best regards, Bob Hook III

  Customer response

  01/10/2024

  
  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,
  
  ******** ********

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• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used car on 10/11 check engine light came on 10/30. Over $1,000 worth of work necessary for car. Sent email to Bob Hook lll He didn't want to talk to an elderly black woman so He forwarded the email to a manager He didn't even bother to respond. Bottom line they are not going to help with any repairs and don't feel that anything was their fault. Beware of salesman ***** ****** or ***** ****** as they call him He is a liar He told me the car was in great shape. He had me purchase a warranty that does not even cover the problems with the car. Beware of this dealership they will not support you they will not stand by you and they will not support the product that you buy from them. These people take advantage disabled elderly women. Do what you like but if I headed to do over again I would not deal with these people One would think that they have a good name and that they would do what is right what is right to them is making a buck

  

  Business response

  11/09/2023

  After speaking with our salesperson, ***** ******, and sales manager, *** *****, who interacted with Mrs. ****** during the sales process, I've determined that we were absolutely honest and transparent. It was made completely clear to Mrs. ****** that she was purchasing an "as is" vehicle. It was a 13 year old vehicle that had been given a thorough safety inspection and determined to be both reliable and safe. Mrs. ****** was encouraged to bring the car to her own mechanic, which she did. Upon returning to our dealership, she was quoted as saying, "he told me it was a great car, and if I didn't buy it, then he would." Is she suggesting that her mechanic lied to her as well?

  Through the finance lender, Credit Acceptance Corp (CAC), we presented Mrs. ****** with warranty options. She purchased a Powertrain warranty that covers the engine and transmission and their components. This is good coverage that is still valid, and protects her against the most expensive potential repairs. Unfortunately the repair that has popped up is not a powertrain issue. With a vehicle of this age, none of us have a crystal ball as to what might happen.

  As to Mrs. ******'s claims that I did not want to speak to an elderly black woman, and that we take advantage of women and minorities, these are the baseless lies in this situation. We are sorry that a repair was needed early in the vehicle ownership, and I believe her mechanic would agree that this can still be a great car that provides reliable transportation for a long ***e. We are not offering to cover these repairs.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug.25 I saw a 2008 chevrolet impala online I went in to see the vehicle they said the vehicle was sold I left they end up calling me back saying the is now available that they didnt sale it to the previous buyer cause it didn't pass their service inspection but they was sending it to the auction that they didn't wanna be liable to their customer but end up selling the car to me 4000 dollars anyway. I got manipulated into buying that car on Aug 27th two days later the motor went out. I went back to the store talk to one of the owner **** **** he brushed me off ask for my number said someone would call noone never did then I called back talk to the used car manager **** ****** he told me he wasn't giving no money back I could call the vehicle commission, lawyer, bbb he didn't care I wasn't getting my money back I spent weeks trying to figure out who to talk to, this dealership took my money with a smile. How you not going to give someone their deposit back and don't sell them the car but turn around and sell it to me. I'm pissed I want my money back they swindled me over 4000 dollars. I want my money back

  

  Business response

  11/16/2022

  Mr. ****** was insistent on buying this vehicle b/c it was in his price range.  We had already planned to send this car to auction b/c of our concerns mechanically.  There was no manipulation. We encouraged him, if he really wanted the vehicle, to take it to his own mechanic.  I've been told that he did this for a 2nd opinion.  He bought the car anyway.  When problems arose after the sale, Mr. ******g wanted a refund.  It had been disclosed repeatedly that he was buying this car "as is" with no warranties from our company.  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought car in with a starting issue July 5 I was told August 3 they were waiting on parts I finally got the car back everything was messed up and not fixed properly the radio was not reset the CD changer display was not glued back left hanging, 4 exhaust boats were left loose I can’t explain that. I told them on July 28 what I thought the problem was they came back 4 working days later and told me they found the problem they did not go to where I told them to fix the problem. I paid $1223.33 for them fixing the problem when I asked them about resetting the radio ****** the Service man told me it would cost more. They had to take the battery cable loose and it messes the radio up they should have fixed the radio when I got it back. I got very upset when the man told me it would cost extra I finally found someone at the dealership that help me reset the radio. The CD display was finally fixed after a little argument it took the man about five minutes to glue it back I asked them why they did not glue it back and they said they did not know if I wanted them to or not no one would have been happy with it dangling like it was. When I picked the car up I noticed that there was a large exhaust leak I took it to my mechanic two days later he told me the four exhaust boats there were two on each side were loose as can be I have never had that problem before and I cannot explain how it happened at their dealership but the way things have turned out I will never go there again I tried to talk to the service manager and tell him that they were charging me too much labor but he would not give any even though he sort of admitted that I had reason to complain. I went there 12 years ago or more when the radio was messed up and the man fixed it for me for free I believe the ownership or the people that run this facility are not running the place like it was before. I feel that I was charged at least one hour labor too much for them not looking at the problem I pointed out

  

  Business response

  08/18/2022

  I have reviewed Mr. ********'s service visit and I agree that we should have been more proactive with re-attaching his CD display back on the dash.  The technician involved did not want to glue it back until Mr. ******** picked it up and told him exactly where he wanted it, but we didn't communicate that with Mr. ******** at first.  With regard to the exhaust bolts, the repairs we performed on this visit were to the shifter cable, which was limited to the interior of the vehicle around the dash area.  We were not working on the exhaust, so while this issue became apparent a short time after his visit, we feel it is unrelated to the work performed.  Mr. ******** was so aggressive and threatening toward our young employee that I believe there is no further resolution we need to offer at this time.  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After buying a F250 from the dealership, engine light came on within 6 weeks. Took vehicle to ******** ****. Plugs, coils, and wires needed to be replaced on all 8 cylinders. Got truck back, fixed by ********. Then we were told that the radiator assembly also needed to be replaced. ** ******* and I have spent over $4000 fixing a truck whose problems should have been identified by Bob Hook Chevrolet BEFORE it was advertised for sale.

  

  Business response

  07/12/2022

  We had heard directly from Mr. and Mrs. ********** about repairs they made to the vehicle within 90 days after the purchase.  They spoke with ****** ********, Commercial Truck Manager, and he referred the situation to me.  While we cannot predict the future with absolute certainty about when/how a vehicle may require repair, we understand that it's unfortunate for this to happen shortly after the purchase.  The day after the ************ purchased this truck, a check engine light appeared.  This turned out to be a code for the catalytic converters.  It was the first time this light had appeared since we had put the truck in inventory.  We agreed without hesitation to replace the catalytic converters at our expense.  In reviewing our inspection process and the sale of the vehicle, I don't feel that our business did anything wrong ethically, legally or procedurally.  The truck was inspected in person by the buyer, test driven, and an extended warranty was offered but declined.  All that said, we would be willing to offer an additional $ 1,000 to offset the repairs that were made after purchase, if that is a conclusion that helps and satisfies the ************.  Thank you for your time and we appreciate the BBB's assistance in the matter.

  Customer response

  07/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *** ******* **********
  
  

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• Initial Complaint

  11/18/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I initially test drove a vehicle I was interested in purchasing at this dealership. When I was told I would need a co-signer the saleswoman immediately cut-off all contact with me and began communicating exclusively with my co-signer. After I asked for a new sales person, I was denied. While I did receive an apology from this sales person, the process only got worse as the sale progressed. I was given false information about processing title and registration for an out-of-state purchase, this was resolved by me calling the Secretary of State to confirm that the information provided by the dealership was incorrect. I was treated with absolute disrespect when asking clarifying questions by both the salesperson and finance department. As someone with a documented hearing disability, I was shocked at the amount of disrespect and irritability displayed by the staff when asked for additional information during verbal communication. When completing paperwork with the finance department, after 3 weeks of the sale being in process due to errors by the dealership, ***** ****** was not only disrespectful by making remarks about the inconvenience caused by the out-of-state co-signer and visibly inconvenienced by the sale itself (leaving mid-conversation, shaking his head, laughing when asked additional questions, etc;), but also ultimately provided incorrect paperwork to be signed. His explicit instruction on where myself and my co-signer were supposed to sign— despite ongoing clarifying questions being asked throughout, ultimately resulted in wrongful documentation. The vehicle in question was assigned to my co-signer, rather than myself (the person purchasing the vehicle). As a result of this, my co-signer was denied a mortgage on a house he was purchasing. Late-fees were incurred on my part due to the dealership’s failure to file paperwork within the allotted timeframe with the Secretary of State, as well new dealership license plates were needed on two separate occasions.

  

  Business response

  11/18/2021

  Ms. ****** did have a drawn out and at times inconvenient buying experience, which is very atypical at our dealership.  Her out of town co-signer was *****'ed paperwork and I believe that had to happen twice due to mistakes the first time around.  Titling and registration in Kentucky and out of state have been severely impacted by Covid workforce shortages and delays have been common on almost every vehicle sold, which is outside of the dealership's control.  We were unaware of any late fees that Ms. ****** incurred, but if she would like to share those fee amounts we would consider reimbursing her.  Both signers on a loan are party to that loan, so I'm not sure why Ms. ******** co-signer believed they would be "hidden" and this purchase would not appear on their credit report. Thank you for your time, Bob Hook III

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/2 we called bob hook Chevrolet regarding a safety issue with our 2019 Chevy traverse. We were told that we couldn’t get in to the service dept. until 8/16. On 8/9 the safety issue (the car wouldn’t stay in park and we were told that this was a known safety issue) became severe & we immediately contacted bob hook service- we took the car in that day & we secured a rental car for ourselves. The car was fixed on Monday 8/12 & we were told that the repair wasn’t covered by our warranty as we were 111 miles over the coverage (which we weren’t when we initially called regarding this issue). We paid for the repair as well as the rental car but wanted to speak with mngt. that day but was told nobody was there. Then we left a message for someone to call us but no response. We left a review on **** and bob hook responded that the service director would contact us directly but never has &this has been a week ago. We left another message for bob hook to call us but no response.

  

  Business response

  08/30/2021

  We have spoken to Mr. ***** and agree that we should have pursued warranty coverage originally for this repair.  We were not able to get his vehicle serviced before he went over the 36,000 mile warranty expiration.  There was some miscommunication in our dealership as two different service advisors had conversations with Mr. *****.  We are currently seeking reimbursement from Chevrolet warranty for the repairs and the rental expense.  I can update the BBB case once we have finalized the reimbursement and sent Mr. ***** a check.   Thank you, Bob Hook III

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