ComplaintsforAllen Chevrolet Cadillac, Inc

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a 2015 Ram at the end of Jan. 22. We had several issues with this truck, one of which being the steering wheel falling off 10 minutes down the road, where we had to leave it stranded. We signed off on the truck then they talked us into buying it back with a service contract, which at the time we were told it was a warranty. We put $250 down and had to pay $187/month. About a week after we picked the truck up from the steering wheel being repaired, the water pump went bad. We took it back and they fixed it almost instantly as if they didn't even get it covered under the service contract. After receiving it back that time a few months had past and we started noticing the clutch fan making a loud noise, the air conditioner not working, the drivers door pad won't lock, and a bad squeak it the front. We had the same squeak in our older dodge and knew it had to be the ball joints. We knew we had the service contract that we were paying monthly on that those things should be covered. We called Allen Chevrolet and the service manager acted like he didn't want us to bring the truck back in there. So we took it to an authorized dealer closer to where we live. That was May 17th, where it stayed since the middle of October. The dealership we took it to claimed it had all kinds of front end damage costing around $6,000. One of which being the half shaft needing to be replaced. We went back and forth with the dealership and the service contract and basically they were refusing to cover anything, even though their brochure says otherwise. We wanted to cancel the contract since they weren't covering any of the issues we had. The story goes on and on with issue and issue. And after all that, we tried contacting the dealership on several occasions to explain what we went through and they don't have the decency to call us back. All we are asking for is the full amount we paid into the contract, the $250 down and the 8 payments made monthly.

  Business response

  03/23/2023

  *********************** wife *************************** purchased an extended service contract through ** and financed it through a 0% interest company called the 0 plan. They have since canceled the contract through us which we processed promptly with the customer present. Any refunds due have been issued per policy. In this case, it is my understanding that the obligation remaining on the contract exceeded what was paid and no refund is due. 
  
  Aside from this ******************* has issued many threats to our employee's lives as well as verbal ****** harassment. 

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18444738, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I reject there response ***** ********* is only person I spoke too an I nvr said a bad word until he stated I was no longer welcome in that dealership.....I may have called him or his wife few bad names that he didn't like but had I actually threatened his life or ******** harassed his wife I'd be in jail and let me say this iv nvr been in jail ...wats funny is that they never said one word about the vehicle they sold us ...and they won't because they kno deep down wat we are proclaiming is nothing but truth there store manager **** ***** is just as bad as his sales team they advertise they'll take any vehicle on trade in oe purchase it in any condition wat the don't advertise is that they sell them to good people needing a vehicle and leave them totally screwed with no place to turn once the sale is complete so I this point I do not accept his response and further more I hope everyone who ever buys anything from Allen Chevrolet take it an have it checked out thoroughly first....and also hope they have good ins cause after any purchase from Allen Chevrolet ull need it
  
  Regards,
  
  ******* ******

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were avid Allen Chevy/ Cadillac vehicle buyers. Unfortunately all of that changed this past December. My husband (***********************) and I decided to trade in our 2021 Tahoe for a work truck. We were suppose to receive a $2700 check from them months ago for refund on the extended warranty we purchased. We have reached out to our dealer, the finance department, and lastly the general manager with a response saying it should be in the mail soon. Still have not received it. This was December 2021. We had originally found a truck through them, however we found a better deal. Due to this staff have been rude, have not returned our calls, and have not dealt with us. We just want this made right!

  Business response

  05/10/2022

  When I heard of the complaint from the BBB from the customer I reacted immediately. I got with the back office and the finance department. We got together and made sure I reached out to the customer. We had a check cut to the Customer that day. When I reached out to the customer, he had expressed concern that he had talked with multiple people here at the dealership and noting had been done. I cant speak to each of those events. However we would never intentionally hold back money owed to a customer. My assumption is that when each person got the message or talked with the customer they had passed it on thinking it would get handled. In my experience when people believe there are other people aware of a problem they just assume its getting handled. We also did a complete DMS system change over. This is a computer program that handles all the accounting for every aspect for the dealership. I'm in no way saying that any of these things are an excuse. I'm just saying that they could have contributed to the circumstance that delayed our customer from receiving his money in a timely fashion. I spoke with our customer and repeatedly apologized and got his check ready for his wife to pick up. In addition to that I gave them a coupon for a free oil change. We have been voted best dealership in Monroe county 3 years in a row and take pride in our customer service. I still sorry that this had happened and hope that the customer would give us another opportunity to earn there business. Please feel free to reach out to me personally. My name is ********************* and I am the *** here at the store.   

*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. ↩