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:01/02/2025

  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 June 7, 2024, I purchased a 2021 GMC Yukon Denali having a mileage of ***** from Koons White Marsh Chevrolet. On December 17, 2024, at approximately ***** miles, this GMC suffered multiple catastrophic engine failures, rendering it disabled. This vehicle had to be towed to ***** Chevrolet, **** and I have been left without a vehicle to transport my family since the date of this incident. ***** Chevrolet was able to provide and initial diagnosis, to include lifter failure, possibly leading to overheating and premature engine wear. Additionally this vehicles engine is suspected of having an oil consumption problem, possibly related to defects in the piston rings. This vehicle has only been driven 7000 miles since its date of purchase. It is clear that either through negligence, or unethical business practices, that this vehicle had severe mechanical issues that a professional mechanic should have diagnosed prior to the date of sale. It is clear that given the short amount of distance and time that this vehicle was driven, that these issues were likely present prior to the sale of this vehicle. Given that this vehicle is a 2021, and given the low amount of mileage put on this vehicle since purchase, it should work as intended, and continue to function for a reasonable amount of time. It is unacceptable to have multiple catastrophic engine failures on a vehicle which I have only made five payments on. I am deeply disappointed that a vehicle with such significant mechanical problems would be sold by Koons White Marsh Chevrolet.

  Business Response

  Date: 01/16/2025

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

  
  

  I'm very sorry to hear about what you have been experiencing with your truck so recently after purchasing.  It is very unfortunate to be experiencing such issues so soon We take the time to thoroughly inspect every vehicle and make every effort to ensure this type of thing is caught before offering any vehicle for Sale.  Unfortunately, from time to time it does happen that there is an issue that may not be showing any symptoms but is already on the way towards a mechanical failure.  We have certain checks and balances in place to prevent issues like you are suggesting and it would be in no one's best interest to sell something with a known issue.  I would like to help in any way I can. Please give me a call at your convenience. **** ******* - General Manager, Koons White Marsh Chevrolet.

  
  

  Thanks,

  
  

  
  

  **** *******

  General Manager

  Koons White Marsh Chevrolet

  Chevrolet Dealer of the Year Award Winner

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

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

• Initial Complaint

  Date:05/17/2024

  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.

  I traded my car for 2023 on the 29th of April did paper work given the price on vehicle when it was time to go with my new vehicle I was told could I come back at 6 to pick up vehicle then as it was time to pick up vehicle get to the dealer I was told the paperwork that was done was wrong need to do over because the Vin number was wrong I was given another paper work with the correction notice price have changed.i go back the next morning about the issue talking to management he go over paper work highlights the changes then I get a letter from the financial company to call my dealer with the changes of the loan I call to see what it was to learn the price is two time high I had a to act soon I call the financial center told me the dealer submit the paperwork which is paper work with a different price then the two paper work I have so I go to the dealership he gives me a total different paper work then what I have signed which have a total amount different than what I signed and agreed what he give me was a price double

  Business Response

  Date: 06/05/2024

  We reached out to the guest to address their concerns and believe that we were able to clear up these misunderstandings. We had scheduled additional time to review in person if concerns were not addressed and did not hear back further. We believe this concern to be resolved, but are happy to assist further if needed. The guest can reach out to me directly at ###-###-####. Thanks! Rich *******, General Sales Manager

  Customer Answer

  Date: 06/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: went to talk to dealer did not come to agreement first I so dealer the Vin number on my car loan is different ask who car will I be paying off that not my Vin then ask the dealer about the what the car was to have and it dont then ask about the different prices of contact went to go over contact about the changes on the price then offered me a chip witch was missing out of car ask about the car problems that I noticed which those were address a month ago nothing done no appointment made to address my issues 
  
  
  
  Sincerely,
  
  
  
  ****** * *******

  Business Response

  Date: 06/10/2024

  We verified via the paperwork the guest received in the mail from the lender that there was a clerical error at the lender where the wrong VIN was recorded on their internal records. We reached out to the lender on the guests' behalf and the lender saw their error and were happy to have it corrected it in their system. As an extra precaution, we also verified that tag & title work along with the lien are all correct at the MVA. We reviewed all of the purchase paperwork including Bill of Sale and Maryland Law Contract line by line with the guest, verifying everything to be correct. During the process she mentioned that there was a missing SD card. We were unable to verify if it was missing at time of sale, but simply provided it without question. She also mentioned a question about a possible mechanical concern. We offered to schedule an appointment which she was unwilling to make at this time. We are unsure of what we can offer additionally at this point, but are happy to schedule another appointment either for service or to review any paperwork once more. Thank you. Rich *******, General Sales Manager

• Initial Complaint

  Date:02/26/2024

  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 went to look at this truck that they had listed online. They called me while I was on my way and said the ac wasnt working and that they were going to fix that. I showed up and the sunroof was also broken. They said they would fix that. They tried to fix the sunroof and said they did and that they replaced everything but when I got it back the sunroof still wasnt working. Before I left the lot I found out the apple car play wasnt working. They also said they would fix it. I took the truck to a **** dealership and they said the whole sunroof has to be replaced (Koons said they did that). Also the door k*** was broken. After a couple of phone calls their story wasnt matching up and they started changing their story about the sunroof. They finally fixed the sunroof and doorknob but not the apple carplay. They said on the receipt that the apple CarPlay needed to be checked out by ****. I kept emailing and calling about Koons paying the bill for the apple carplay but they never gave me an answer and stopped answering my emails. The apple carplay is the only thing Im looking to get fixed because it was broken on the lot. I just want them to pay for it when I take it to the **** dealership

  Business Response

  Date: 03/13/2024

  We are working with the customer to resolve their concern.