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:09/29/2023

  Type:Billing 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.

  In January of 2023, one of my sons brought my 2016 Chevy Equinox to Vaughn Chevrolet to have what appeared to be an e; electrical issue checked out/ If the vehicle shat unused for more than two or three days the battery would go dead. The receipt that we received indicated that a module under the hood had shorted and was replaced at a cost of just over $900.00
  
  The problem continued to recur a few more times and we brought the vehicle back to them in May and were charged just over $600. The problem continued to occur. and we brought the car back to them for additional testing. One of my sons went with me and met with them on June 19th. When several days went by and we did not receive an update one of my sons went with me and discussed this with them. We were told that there was a shortage again and that they were working to identify the cause.
  
  They had the vehicle from mid-June to late August and during that time we received almost no updates about the status of the repairs. Contact was usually initiated by us and sometimes required a couple of calls before we got any response. At one point we were told that they had contacted GM for additional ideas regarding testing. During that time we were told that the module that had previously been replaced was continuing to short out and they were having to use a rebuilt module because they were having difficulty finding a new one.
  
  By late August we had received no updates other than those we initiated and the vehicle still was not repaired so we decided to take it somewhere else. Since it would be a few days before the next mechanic could work on the problem my youngest son took the car for a few day and decided to see if he could identify the problem. He noticed that one or two wires seemed to have missing insulation and might have been touching something metal. He fixed this and kept the car for a few days to see if the problem occurred again. Since his repair, we have had no problem with the car.

  Business Response

  Date: 10/13/2023

  Subject: Re: Your Recent Experience at Vaughn Chevrolet Buick
  Dear *** ******
  I hope this message finds you well. We sincerely appreciate you taking the time to share your recent experience at Vaughn. Your feedback is invaluable to us, and we take your concerns very seriously.
  I would like to extend a heartfelt apology for any inconvenience and dissatisfaction you've encountered during your visit to our dealership. Your experience does not align with our commitment to providing exceptional customer service and a seamless service experience.
  We will do everything within our power to resolve the issue and ensure that you are satisfied. Whether it's addressing any concerns with the vehicle you purchased or making necessary improvements to our service, your satisfaction is our top priority.
  We value your feedback and will use it as an opportunity for growth and refinement within our dealership. We are committed to learning from your experience and taking steps to prevent similar issues in the future.
  Please feel free to contact me directly at ************************ ** ************, or if you prefer. We are here to assist you and provide a swift resolution to your concerns.
  Once again, I apologize for the inconvenience you've experienced, and we genuinely appreciate your business and your feedback. Thank you for giving us the chance to make things right.
  We look forward to hearing from you and working together to address your concerns.
  Warm regards,
  ******** ******** ************** ********* 

  Customer Answer

  Date: 10/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  I have read their apology and, to be honest, we are not very impressed by that. over Each time that we contacted them for an update on the repairs someone their apologized for something. Usually the apologies were for the length of time that the repairs were taking or because they had not kept us informed about their progress toward completing the repairs. Apologies are fine but the service never improved. We were almost always the ones to request updates. 

  
  

  At this point, these “repairs” have cost over $1000.00, several months use of the vehicle, and quite a bit of stress. In the end, the vehicle was just as broken when we picked it up as it was when we brought it to them in the beginning, My mother does not expect them to work for nothing, but returning half of the money that has already been spent on incomplete repairs seems like fair compensation. 

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

  Business Response

  Date: 10/26/2023

  Our general manager is out of town this week, and we will be in touch with you within the following week to proceed and get these measures handled asap.