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Complaint Details
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Initial Complaint
04/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a brand new vehicle. Built it ourselves online and sent order to our salesman. Purposely ordered it because we wanted with / without specific options. Had several detailed conversations with our salesman about what we wanted and specifically DIDNt want. When vehicle came in it had the 2 items that we didnt order and specifically didnt want-floor liners and wheel locks. When we asked salesman to fix because these are dealer installed items and they should be able to do that he informed us that it is their policy to order these items on every vehicle even if customer doesnt want them. We feel this is not a very ethical business practice. We ordered vehicle to get it exactly as we wanted or we could have just bought one off the lot.
Business response
04/25/2022
Good afternoon,
Traditionally, we order our in-stock units to have all-weather floormats and wheel locks added as these are both items that help protect our customers' investment by preventing potential damage to their vehicle (I.E. salt stains and wheel theft as these are both common due to the weather and the Metro Detroit area). When a customer explicitly says they do not want the items ordered on their vehicle specifically, we do not include them. Unfortunately, ************************************* Sales Associate was misinformed of the process and an error was made in what he communicated to the customer. Since hearing of her complaint, we have corrected the error on her invoice by removing the two items she did not want ordered and reviewed this process with her Sales Associate and the rest of our staff so we can ensure this mistake doe not happen again.
Customer response
04/25/2022
[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 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,
*********************************
Initial Complaint
09/21/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 9/18/2021 I received a postcard like thankyou circular from Serra Whelan for a service visit. On the back side clearly displayed for anyone that handles or found it is part of my VIN NUMBER! I called, asked for and left a message for the Dealership's manager and never had my call returned!Business response
09/30/2021
Hello *******,
We understand our Service ****************** reached out to you on Tuesday, September 21st about your complaint of part of your VIN being present on a piece of mail you received from Serra Whelan Chevrolet. He has since stopped any and all mailings from our system that would come from GMs required ************** for Serra Whelan Chevrolet. We want to thank you again for your feedback and are glad the issue has been resolved. If we can be of further assistance to you,please call him directly at ************. Thank you again, and we wish you well.Customer response
09/30/2021
[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 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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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.