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:05/29/2025

  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.

  Was helping my dad help get a car as he is a disabled veteran and started chatting with the dealership about 1 vehicle for 3 days. It has always been discussed that this vehicle was what we wanted. They provided the *** number and mileage for us to add to insurance. We agreed on a price, but it was late in the day so sales *** told us Finance would contact us the next day to finalize everything. Would not accept a depsoit to hold the car. Next day, no call from finance. Meanwhile *** is encouraging us to come up but we wanted car delivered. Third day finally get in touch with Finance and told nothing needs to be done on their end and no docusign needed since I was paying cash and the *** would bring paperwork with them when delivering the car. Great. Everything is finalized and then the *** calls back and says, just to be clear you want the silver car with 50k miles. I said no, i have never mentioned a silver car or a car with that many miles. All of our correspondences have been the black telluride with 13k miles. They explain that price we already agreed on was for the silver vehicle that we never even discussed and they could not honor that for the vehicle we have been negotiating this whole time. After chat's with the manager they agree it was a mistake on their end, but nothing they can do to make things right. Classic situation of bait and switch. Looking back everything they did had this intention in mind from not taking a deposit, to not sending any email docusign as promised for 2 days, until they realized we just wanted it delivered which is when they try to switch the vehicle and price.

  Business Response

  Date: 06/12/2025

  attached

• Initial Complaint

  Date:05/06/2025

  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.

  4/3/25 paid ****** for 2020 ***** colorado and 3 year warranty plan.was given a packet of papers to leave with and told the bill of sale, title and warranty info was included however it was not. i have contacted them twice weekly and they have told me they are in the process of getting the title and to wait, they will send me a dealer tag if necessary. i am unable to transfer tags and inspect the vehicle until then.

  Business Response

  Date: 05/20/2025

  attached

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, but can not be satisfied until I have the requested documents in hand: Title; **** of Sale; verification, details and documentation of extended 3 year warranty as described by salesperson. . 
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:01/04/2025

  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 paid for oil change and maintenance but I am being blocked from having maintenance and car wash at Rockmont Chevrolet. I scheduled it a few days ago. I called today jan. 4 to let them know i was on my way. They said no order can be written even if I pay out of pocket. They took my money for the contract and now they are just giving me a phone number to make another appointment. It is very inconvenient because the dealer near me does not recognize thus contract. I wasn't able to find out the reason for this. I had to track down my tags last month - no one called. When I called, the workers kept hanging up on me. I could not get critical documents online because the password did not work. and they would not reset the password. They said they would mail the contract etc. But when I called to ask them to overnight them the manager was in a meeting and I had no idea how these time sensitive documents were being sent. The *** had to call the dealership to check on the tags because thy would not answer the phone when I called. When they saw my phone number, they repeatedly hung up. They refuse to call the service director at home because it is his day off. Theyvwon't do a simple oil change. No one in sales knows anything about the problem. O called ***** customer service and asked for help. The lube shop near me is open but that dealership does not take the contract. Now I have to drive back to my county to see if I csn get an oil change that I already paid for through a contract. They wrote a phone number down for JM&A but it is hard to read. ************. Now I have to research where to go for something I paid for and scheduled upfront. This has been a truly horrible experience My emails have been blocked by the finance director, I was her for over 10 hours the date of the sale, the price ended up being higher than what I thought (monthly payment). By not allowing me to have oil change today, I feel they are stealing from me. Please help to have access in Rockville

  Customer Answer

  Date: 01/09/2025

  I have contacted Chevrolet customer service and the General Manager of the dealership via email. Chevrolet / ***** customer service has filed a complaint with the dealership on my behalf but are not assisting. The Rockmont General Manager claims that a former Service Director blocked me from the oil change service. He provided some reasons as to why this could have happened but did not indicate that this applied to me. The General Manager has emailed that he is 'willing' to work with me and also remove any notations in the system with Service blocking me from the maintenance program (I have already paid for). He is 'hopeful' that the service / dealership could exceed my expectations. The General Manager will personally schedule future maintenance for the car, he said.

  I would like to know the name of the 'new' Service Director. I would like to know if the Fidelity Warranty is for both the gap insurance and the oil changes and tire rotation. I have asked for assistance in finding another dealership closer to my home that will easily take the payment from the program for future oil changes as a back-up to this dealership, if I am unable to travel to the Rockville location. (I had asked for a listing of service locations when I bought the car and have also recently asked Fidelity to reach out to the dealership near my home to explain how the authorization for payment would work.) The dealership near my home was told that a credit card authorization would be provided if my car is taken to a service / dealership outside of Rockmont. ******** has explained that they would pay the dealership located closer to my home and have worked them in the past. The dealership near my home did not provide Fidelity as one of the warranty companies that it deals with and said that they would have to 'hold' my car and not release it until the bill is paid.

  I am presently not sure of the final resolution. The General Manager's response via email was promising. If I cancel the maintenance program, I will only get a percentage back based on mileage and how long I have had the vehicle. I would like to know if the Fidelity Warranty could possible/y be voided and the money I paid returned to me in full. If not, I need some reassurance that my car can be serviced at Rockmont without being blocked or with some sort of delay.

  Thank you.

  [Please keep my comments confidential if possible. I can submit or upload Chevrolet's emailed response showing uninvolvement.]

  Business Response

  Date: 01/13/2025

  attached

• Initial Complaint

  Date:12/27/2024

  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 23 December, an employee of this business sent a document used to purchase a vehicle. I noticed several discrepancies on the document:1. The sales price is based on the MSRP/sticker price and a discount. The salesperson re-adds the destination fee, which was already included in the salesperson price. Deceptive pricing.2. The website lists multiple rebates available, and lists what the vehicle could cost if you applied all the rebates. What they dont tell you is that you cant use all of the rebatez, false advertising.3. The website also lists the freight price of certain vehicles. However, when they do the pricesheet, they use the sticker destination charge, which is higher than whats advertised on their website.When discussing with the manager, he agreed that the destination charge seems deceptive, but thats just how they do it. Another salesman said the price sheet they gave me was incorrect, so I should just pay the higher price since it was still a good deal.

  Business Response

  Date: 01/27/2025

  Attached

  Customer Answer

  Date: 01/30/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22736249
  
  I am rejecting this response because:

  1. As pointed out on the previous document, the destination fee was included in the original pricing, and then a discount was taking from THAT price. If you are going to add it back in, it should not be included in the original price. No matter how you look at it, legal or not, it is false advertisement.

  2. Also, the matter of the price listed on the website is NOT the same price you're actually charging. Your website listed the destination charge for a tahoe at $1295, MSRP price. However, you actually charge $1995, the sticker price. 

  3. Your website is fraudulent and deceptive. Legal or not, I hope it goes out of business because you are definitely taking advantage of consumers who may not have the ability to understand all of the nonsense you're advertising.
  
  
  Regards,
  
  **** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/24/2025

  Attached

• Initial Complaint

  Date:12/05/2024

  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.

  They will not release my car to me. Another shop is responsible and authorized the charges but has not paid yet. This is not fair to me and bad business. My car has been done for 2 days now! Unacceptable!

  Business Response

  Date: 01/15/2025

  attached

   

  Customer Answer

  Date: 01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  Date:09/18/2024

  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 9/17, I reached out to the aforementioned dealer regarding the purchase of a used vehicle that they had listed on their website and on several advertising sites. I was informed that the vehicle was in, in stock, and ready to be looked at. I made an appointment at 5:30PM on 9/18 to view and purchase said vehicle. I arrived at the dealer around 5:10, and was greeted and placed with a salesman. The salesman which I originally was told to ask for was ********** who doesn't exist and is solely an AI tool. After meeting with the salesman and letting him know I was interested in purchasing the vehicle for my business, they took down some information. I informed him that I wanted to look at the vehicle before discussing financing. The age of my business is approximately 10 months. On the finance application, just prior to submission, I noticed that they had put down the age of my business at 2 years. I corrected him on the age.We went looking for the vehicle on their satellite lot. After visiting 4 satellite lots and spending over 2 hours unable to find the van, we came back to the dealer where the sales manager stated that the vehicle was bought at auction and they didn't actually have it and didn't know when they would have it. They knew they did not have it, yet everything still says they have it. They also mentioned that they would not be able to finance it without a personal guarantee (so they ran my business credit without my authorization - when I was intending to write a business check to pay for the vehicle anyways). They advertise a vehicle they do not have, ran a credit check that they were not authorized to run using false information on the age of my business. Attached is a screenshot of the website as of 7:50PM on 9/18 showing that the van is "on the lot" along with their text message notification stating as such.

  Customer Answer

  Date: 10/08/2024

  At this point we can close this complaint out. The following day, management reached out to me about the vehicle and after a lot of back and forth, they were able to locate it. I worked with the sales manager to make my purchase.

  I'll still never go back there for anything, however I do not wish to pursue anything further.

  Business Response

  Date: 10/10/2024

  Attached

• Initial Complaint

  Date:01/07/2024

  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.

  The car was taken to the dealer Ourisman Chevrolet of Rockville because while driving and shifting it had a vibration. Said establishment would give a diagnosis that turned out to be, according to them, that the car needed an oil change in the transmission and that solved the problem. It is worth clarifying that since we left the car on 09/25/2023, they mentioned that since the factory was about to go on strike, the work could not be done as soon as possible and I understood the situation. On 10/13/2023 we were informed that the car was ready to be picked up and to our surprise the charge for the service provided was $1236.00.When making the payment they guaranteed the service and that we would not have any more inconveniences in this regard. On the way home, which is located 13 miles away, the check engine light came on and it did not shift gears. It stayed in first gear and for this reason we had to return to the dealer immediately and when we told them the reason for our return, they told us that the The car must be driven at least *********************************************** the transmission (they did not say this last when they delivered the car until when we returned) but how could we drive it that many miles if it was dangerous to drive a car that did not makes the shifts, had a humming sound and with the light on on the dashboard. We left the car again on 10/13/2023 because they had to perform another diagnosis and on 10/23/2023 we were informed that the repair would be another charge for $600 more because a valve had to be replaced and that perhaps that would fix the problem. problem. Disappointed with the attention, unprofessionalism and unsatisfactory customer service from the manager and staff in general, I decided to get the car out of there because I was paying for something that they were not able to resolve or delegate to someone with more knowledge. They stole my money and time for nothing.I attach a copy of the receipts.

  Business Response

  Date: 01/29/2024

  Attached

• Initial Complaint

  Date:11/12/2023

  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 10-25-23, went to Ourisman Chevrolet of Rockville because saw a Chevy **** EV on the lot with a sticker on the window that showed 112 MPG, 100 miles for 30 minutes charge or 259 miles range ,seems like a good deal since I am an **** driver. At that moment I was driving a 2024 ****** ***** giving only33 MPG, not the 41 MPG ****** advertised. Trying to get a better mileage car I Went inside with the idea of trading in the ***** to get a better deal (first time buying a new car) after a short test drive and relaying on the information from salesperson and sticker I went ahead and signed paperwork in a fast-paced environment. After signing and leaving the lot and few hours of driving I noticed the car range was not accurate, car gives around 3.7 miles per kilowatt, takes about 5 minutes to get 1 kilowatt 1% of charge or 2 miles , NOT the 100 miles for 30 minutes they promised, they never mentioned kilowatt cost around $0.32 cents , 1 kilowatt gives around 3.7 miles, for 10 kilowatts at $0.32 cents I am paying $3.32 for about 37 miles , on my 2024 ****** ***** it was 33 miles for 1 gallon for about $3.25 ,NOT what I saw on the sticker about saving half the cost compare to gas. They claim savings are if you charge at home during off-peak hours, but I mention I do not own a house, I cannot charge overnight at home, they offered a credit with **** fast charging station, but they did not explain that is $0.42 a kilowatt + .99 fee , also from 68% to 80% charge it could take 55 minutes. Now I spend my time looking for charging stations. If I had known all these facts I WOULD HAVE NEVER BOUGHT THIS CHEVY **** EV .also there's been issues with the battery pack catching fire and the car being discontinued. As resolution, I would like my trade in back or renegotiate the loan for a cheaper even used car like the Chevrolet spark, an affordable monthly payment based on true income not estimated, I do not make $5000 a month like the loan officer wrote on the application.

  Business Response

  Date: 12/01/2023

  11/26/23

  Dear ***** ******:
  

  Ourisman Chevrolet of Rockville has received and reviewed ******** *********’s complaint. On 10/25/2023 ******** came to visit us and trade in his 2024 ***** for a more economical vehicle. After going over the MPGe rating and several other factors he decided a 2023 Chevrolet **** EV would be the right vehicle for him.
  We obtained an approval with a lender and processed his paperwork based on the information ************ provided us with.
  After some time using the vehicle ******** came back to voice his dissatisfaction of his review of the Chevrolet **** EV ability to hold charge. The information given to ************ regarding charging capabilities was provided directly from General Motors. Ourisman Chevrolet of Rockville made no representation as to the charging capability of his vehicle. General Motors warranties all new vehicles sold and there are currently no open recalls on his vehicle.
  ************ has expressed to us that he would be open to purchasing a smaller vehicle. After deciding that he would not trade his new Bolt, he came by to explore his options of buying a second vehicle. He did not see a vehicle that he liked and let us know that he will continue to keep an eye on our website for any vehicle he
  would be interested in purchasing.
  In conclusion, Ourisman Chevrolet of Rockville did not mislead ******** ********* in any way at all. We are still open to helping ************ with the purchase of a second vehicle.
  

  Very truly yours,

  General Manager
  Ourisman Chevrolet of Rockville

  Customer Answer

  Date: 12/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  the reason I do not want to trade in my Chevrolet **** EV is because they want to take $10000 off the value so they sold me the car for $30000 but so it will be worth $20000 same thing they did with my 2024 ****** ***** which they took $10000 off the value and added the negative equity to the Chevy and that's how I ended up with that huge debt of $790 month for 84 total  $66600 on a car that it might be worth $18000 now they offered a Chevy *******, but they wanted to add the $10000 negative equity to the Chevy ******* keeping me in more debt because now my monthly payments will be over $790 I want to reduce the debt not increase it also If I decide to trade it, it will be for a smaller used car like a ****** ***** or ***** fit but if I do that they say I am not giving them any room so it has to be for a new car so they can add the negative equity
  initially I was interested on a Chevy *****, but I heard it has terrible reviews, so I am not interested in that car again. I explain I am an **** driver and my earnings fluctuate every week, so I can afford maybe a $300 monthly payment. 
  I cannot trust this dealership they lied about the range, battery charge and also about the $7500 federal clean tax credit and the $3000 Maryland credit, I already talk to a tax preparer, and they explained I will not get any credit it's only certain people who quality 
  On 11-17-23 I got into an accident where someone rear ended me I lost control and ended up hitting a tree, the insurance estimates it's going to cost $15000 to repair but not including the electrical components that might have issues like the **** collision system or the high voltage battery which is underneath the car, it might degrade quickly and give less mileage also running the risk of catching fire at this point, I want to return the vehicle after its fix and forget about this loan, I want my $5000 deposit and my 2024 ****** ***** ,if they want to charge me for the 3500 miles I put on the Chevy **** and take it out of the deposit I am willing to negotiate, don't want to trade or buy any used or new car from them or have anything to do, they already sol my 2024 ****** ***** so they are making $10000 of me and $10000 of the new sale leaving me without any credit and a big debt,
  

  Regards,
  
  ***********************************

  Business Response

  Date: 12/12/2023

  12/12/23
  
  Dear ***** ******:
  
  Ourisman Chevrolet of Rockville has received and reviewed ******** *********’s rejection of our response on 12/06/2023. We are sorry to hear that you have been involved in an accident but we are not in a position to reverse this sales transaction. 
  Ourisman Chevrolet of Rockville does not make any claims regarding personal eligibility of neither Federal nor State tax credits. We only inform of the vehicles eligibility to qualify and recommend discussing any questions regarding personal eligibility with a tax professional.  
  As a company we respect *** *********s’ decision to reject our offer to help him obtain a second vehicle. However if this does change I would like him to know our offer still stands on helping him in this way.   
  

  Very truly yours,
  
  ******** ********
  General Manager
  Ourisman Chevrolet of Rockville 

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have calling salesperson who sold me the car *********************** ********** from Chevrolet of Rockville on numerous times since 10-31-23, and she is not cooperating with me not returning calls or simply hanging the phone on me, I explain to her that I am willing to work with them but not on the Chevy ******* they offered ,******************* tried to set an appointment with ****** from financial department, and we started an application, but their intention was to increase my monthly payments and take another down payment, already gave them $5000 for the Chevy,

  they wanted to take $10000 as negative equity of my 2023 Chevy **** EV and added to the 2024 Chevy ******* and increase my monthly payments  from $790 to $900 for a Chevy ******* which is worth $25000 new so the new pay-off will be $60000 for a car worth $15000 after I leave the lot, in other words they are trying to bury me alive in debt and take all my savings because they say my bank statement so it seems like that want to leave me broke and take my money
  
  I explained I was more interested on a Chevy ****, initially wanted a Chevy *****, but it has bad reviews, so I will prefer a chevy ****, On 11-20-23 I called ***** and  explained the 2023 Chevy **** EV got in an accident and I have a written estimate from my insurance company for $15000 in repairs and I needed to find a collision center to get it fix . I tried to take the car towed to their collision center in Rockviell but it was rejected because the car is not drivable , I called  *** ****** I will like Chevrolet to fix my car  so we can trade it after repairs are done and make it easier because the car will be there already,again *** ****** shows no interest in cooperation by not returning my calls and doing no effort in solving this matter  
  
  at this point,due to the lack of interest in trade in a vehicle  , I will prefer to renegotiate my loan because I bought this car based on false advertising 100 miles for 30 minutes charge, the $10000 federal and state  tax credits which they guarantee everyone qualifies as long as you make less than $50000 a year but tax preparer explained based on my income I do not qualify and just because is an EV doesnt mean Ill get the credit as I was told at the dealership its obvious they said it just to make a sale and get their commission 
  
  I owe $49000 on a car that is worth $13000 due to the accident, again I would like to renegotiate my loan to a fair monthly payment based on the actual vehicle value ,initially I told ***** ****** that based on my income I can afford $300 monthly payments, so I am willing to trade in for a used car 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:05/12/2023

  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 11/09/2021 I bought a ***** Trax from Ourisman Chevrolet of Rockville, MD. At the time I also purchased GAP Insurance and **************** Warranty. On 4/5/2023, I traded in said vehicle at ******** ****** of *******, **. On 4/12/2023 I spoke with a Hollywood ********* and he told me the amount I will receive is $1927 and another amount of $434 (via phone and text message, refer to attached files). On 4/13/2023 I was instructed by ******************************* to fill out the form online. I was not able to do so ( went in person to Ourisman Chevrolet to fill out a Cancellation Form. I was supposed to meet with *************************** in order to personally hand her the cancelation form. This was not possible so I left the documents with concierge. That same evening I email ****************** asking for confirmation that she did indeed receive said document. No response. I called and left messages on her machine and no response. I finally heard from here on 4/ 16/2023. I was told that my refund was already being processed and that it would take maximum on 30 days to get me refund. Per Hollywood "we pay these accounts out every 30 days, the way it works is that we submit the paperwork to Chevrolet HQ and they send ** a big check to cover a month's period of refunds, your money is within that check. Then we cut you a check for the refunds"Today (5/12/2023) to inquire on the status of the my refund. I spoke with ***************************** and she informed me that my refund had not yet been processed and that she would initiate said process. However it will take 4 - 6 weeks from today for me to get my refund. On 4/12/2023 I was told 30 days, now I have to wait an additional 30+ days in order to get my refund. I arrange all my bills so that I can pay them by 5/20/2023 (date chosen because I thought I would have my money as promised). Now I will have to default and pay interest because Ourisman Chevrolet of Rockville dropped the ball.

  Business Response

  Date: 05/15/2023

  Dispute Resolution Team, 
  

  I have received and reviewed this complaint, When a customer cancels a finance product, the form is filled out and collected by a finance manager first. It is then marked as received and sent to our accounting team for processing in the order received. Our standard practice is we inform all customer's that it is a 4-6-week period for funds to be received. There are many steps in this process and under no circumstance could this ever be achieved in a guaranteed 30-day period. While we understand the frustration, there is nothing further we can do. His refund should be to him 2 weeks from 5/12/23, which is in our standard window for processing. 
  

  We consider this matter closed 
  

  General Manager 
  Ourisman Chevrolet of Rockville 

• Initial Complaint

  Date:01/24/2023

  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.

  Purchased a vehicle from them and was given a price for the truck tag and title. Now when my tags come they tell me i owe them about $500 because they made a mistake on the percentage and think i should pay for it. Called to speak to the manager and he said why should they have to pay for it when if they would have gave me the correct price i would have paid for it! What type of response is that and told me he tried to help by telling me that!!!!

  Business Response

  Date: 02/09/2023

  Dear ***** ******, 
  

  This complaint is factual in nature. We use a DC provide Excise Tax Calculator to obtain fee structure as we are not licensed in the District of Columbia. The calculator did give us the 7% rate (which was charged to the customer) however when we processed and received the tag work back there was a C.O.D. of $491.84. We informed the customer and they did not agree- we waved the charged and the customer picked up their tags with no additional charge on 1/24/2023. 
  

  We consider this matter closed in full 
  

  Sincerely,

  ************ 
  General Manager