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:04/17/2025

  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.

  Complaint to BBB:
  
  Date of Incident: April 17, 2025
  Company: Van Chevrolet Cadillac
  Sales Director Contacted: ******** **********
  
  ?
  
  Summary of Events:
  On April 17, 2025, I submitted an inquiry through AutoTrader about a 2022 Tesla Model 3 listed by Van Chevrolet Cadillac. I was contacted by ******** **********, Sales Director, who assured me the vehicle was in “like new” condition and had been traded in by one of their master technicians.
  
  I was told I needed to act quickly as there were multiple interested buyers. Based on this information, I purchased insurance for the vehicle and drove over 3.5 hours (one way) from Northwest Arkansas to Kansas City to complete the purchase.
  
  Upon arrival, it became immediately clear that the vehicle’s condition had been grossly misrepresented:
  • All four rims were severely damaged.
  • One tire was dangerously compromised.
  • The interior was dirty and worn.
  • The exterior showed significant wear.
  • I later discovered the car was a former rental vehicle and had been involved in a moderate accident — facts never disclosed during our conversations.
  
  These material facts were withheld, resulting in significant financial loss and wasted time. The dealership’s behavior appears to constitute intentional deception.
  
  I estimate my direct financial losses (insurance, gas, time off, lost opportunity) to be approximately $1,000.
  
  ?
  
  Desired Resolution:
  • Full reimbursement of $1,000 for documented losses.
  • Formal acknowledgment and accountability from Van Chevrolet Cadillac regarding deceptive sales practices.
  • Request for BBB to investigate and consider escalating penalties against Van Chevrolet Cadillac to deter future misconduct.
  • Notification to the Missouri Attorney General’s Office for potential violations of consumer protection laws.

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to Johan's concerns.
  At Van Chevrolet Cadillac Subaru, we strive to provide accurate vehicle descriptions and transparent communication to ensure a positive experience for all our customers. We’re sorry to hear that the vehicle did not meet ******* expectations upon arrival.
  However, it’s important to note that the visit was made voluntarily, and the vehicle was not purchased. While we do our best to provide detailed information and answer all questions before a customer travels to see a vehicle, we cannot guarantee that every vehicle will meet every individual’s preferences.
  As such, we do not reimburse customers for fuel or time spent traveling to view vehicles, as this is outside of standard industry practices. We do, however, take this feedback seriously and will continue working to ensure our listings and communications are as clear and accurate as possible.
  We regret any inconvenience this caused and wish Johan the best in finding a vehicle that suits their needs.

  Sincerely,

  *** *****
  Customer Relations Manager 
  Van Chevrolet Cadillac Subaru
  ************ 

   

  Business Response

  Date: 05/16/2025

  Dear Jarah,
  Thank you again for your feedback and for considering purchasing the vehicle from us.
  We understand that everyone has different expectations and opinions when it comes to the condition of a pre-owned vehicle. While we strive to present every car as accurately and transparently as possible, we also respect that each customer’s perspective may vary based on their own standards and experiences.
  We did appreciate your offer; however, it was below what we could reasonably accept based on the vehicle’s market value and our investment in it. We’re always open to fair discussions, but we also have to ensure our pricing reflects both the vehicle’s condition and current market dynamics.
  We regret that we couldn’t come to an agreement, but we truly value your interest and hope we have the opportunity to serve you better in the future.

  Sincerely,

  ******** ***** 

   

  Customer Answer

  Date: 05/21/2025

  The message sent by the business was a blatant lie about offer being too low, no offer was ever made for the vehicle was trashed. Then BBB thinks the business answered in good faith?

• Initial Complaint

  Date:03/15/2025

  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.

  We bought a 2024 chevy trax on October 1st 2024 , on October 12th , 2024 the car's dash system completely blacked out and we can't see anything due to the fact it is a digital dash and radio, we told them about it and they brought it in and said it was a radio code that caused everything and they gave the car an update. 2 hours after we left from picking it up it happened again and has been doing it since . Not only that we took a drive to my sister's house for Thanksgiving and the car out of nowhere slammed on the brakes no car's around or anything I immediately called vans and told them and they would not return my calls mind you the dash problem has never stopped and we have had it in there shop 5 or six times and all they say is they can't do anything without it happening while they are in the car. We even tried to get them to buy it back and they rejected me. Also one of there techs after 5 times of the car coming back to there shop he got upset and insinuated we not come back to their dealership that we should probably go to another one when we have our warranty and everything through them. Mind you not we have kids is their first time buying a brand new vehicle and now we can't safely drive our kids around. The first time this happened was before our 14 days for us to bring it back and we even said something on the 12th of October 2024 about them taking it back cause we were still in our 14 day bring back time but they promised they would get this fixed and not only have they not done that we still have a broken and dangerous car that is unsafe for our family. If they treat everyone this way then please think twice on where you buy a vehicle!

  Business Response

  Date: 03/31/2025

  To Whom It May Concern:  

  We have had them bring in the vehicle multiple times and every time they bring the vehicle in the concern doesn't present itself and we are unable to pull any codes with our GM readers.  Customer refuses to drive the vehicle with us to show us their concerns.  We have offered this repeatedly.   We can not legally drive their vehicle because they have not licensed the vehicle and the plates are expired.    We can not buy the vehicle back we have directed the customer multiple times to reach out to General Motors to see if they would consider buying the vehicle back.  I have not had GM contact me in regards to information for a buy back, so that being said I would guess they have not called General Motors.  

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  I want to clarify a few key points regarding my vehicle’s issues and how this situation has been handled.
  First, I brought the vehicle in multiple times before my temporary tags expired, and each time, the issues remained unresolved. These concerns began within 14 days of purchasing the vehicle. Instead of immediately returning it, I trusted your team to address the problems, which unfortunately did not happen.
  Your statement that I "refused to drive with you" is misleading. The vehicle was in your possession multiple times while under valid temporary tags, yet no solutions were provided. The claim that my decision not to register the vehicle is what prevented progress is both inaccurate and irrelevant. I was also waiting to hear back from GM regarding a potential buyback—a process I initiated in December and discussed several times with ******** at General Motors. That said, I have since registered the vehicle.
  Regarding the vehicle diagnostics, there were codes thrown, and I was told those were resolved due to some loose wires. Clearly, this did not fix the underlying problem, as the issues persisted.
  I was also extremely disappointed to receive a cancellation notice email on 4/1 from your team with the following note: "Cancelled, they are wanting GM to buy back, can’t afford vehicle ***." This is both unprofessional and disrespectful. The issue has never been about affordability—it has always been about the mechanical problems that began almost immediately after the purchase. Additionally, I did not schedule that appointment, nor did I need it, as I ended up taking the vehicle to a Chevy dealership in Smithville and paid out of pocket for service—just to avoid going back to Van’s.
  Another point of concern is the denial of a loaner vehicle. After being provided a rental twice, I was told I could no longer use a dealer vehicle due to putting "too many miles" on it. This is our only vehicle, and by the time I dropped my husband off at work, returned home, got our kids to school, went to work myself, and repeated that cycle in the evening—it naturally added up. That may have been an inconvenience to your dealership, but purchasing a brand new vehicle that has ongoing mechanical issues is a much larger inconvenience to our family. For other repair visits, I was left without a vehicle and had to make arrangements with family to manage our day-to-day responsibilities.
  Lastly, despite all the effort on my end, no one from your team even looked at the videos we took of the issue. Who knows—maybe something in those videos could have helped your techs identify a more specific problem.
  At this point, it’s clear that more effort could and should have been made by your team to resolve these issues rather than deflecting blame. While I have reached out to GM regarding a buyback, that does not absolve your dealership from the responsibility of properly diagnosing and repairing a vehicle that was clearly defective from the start.
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 05/05/2025

  We stand by the response that we will not refund her the 32,000.  If she does want to bring it back and leave it for a diagnosis if we can duplicate their issues and if under GM Warranty we can put them in a hertz or enterprise vehicle where they can opt for unlimited miles.  We will have to be able to drive the vehicle so it will need to have current tags on the vehicle.  Otherwise they would need to reach out to General Motors to initiate a buy back of the vehicle.  IF they don't feel comfortable bringing it here they can take it to any GM Dealership for diagnostic and repair.  

• Initial Complaint

  Date:10/10/2024

  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.

  On the morning of october 6th the driver side window was broken by vandals while the vehicle was in Van Chevrolet's service center for repairs. A police report was taken, According to Missouri Law Dealerships must carry liability insurance (garage Keepers Ins) and are responsible for damages to vehicles in their possession. My problem is I have been told that it's not their responsibility and I need to "eat" the $780.00+ cost to replace the window. The vehicle was in for a tire issue and service light. The service manager said I could get reparations from the vandal when he's caught but that's not the response I desire or am pursuing I want my vehicle back in the condition it was when they took possession of it with the repairs completed as requested. They need to fix the window at their expense and in a timely manner. The vehicle is a 2018 chevrolet corvette ZO6 (one owner)

  Business Response

  Date: 11/14/2024

  Unfortunately, Mr. ******'s vehicle was damaged by would be thieves while it was stored at the dealership.  Security footage reveals the theives cut through the fencing to access the vehicles within a secured parking lot.  It is the Dealerships  position it met its burden of reasonable care by locking the vehicle in a secured lot, monitored by cameras.  For this reason, Mr. ******'s appropriate recourse is contacting his insurance is contacting his insurance company and filing a claim.  

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The corvette was in their care with them holding the key fob and the damage was done on their property.  The damage incurred was approximately $800.00 and my deductable is $500.00 which means at the minimum I'm out $500.00 but the increase in my next insurance bills would eat up what they actually pay.  According to what Missouri law says that garages and dealerships are required to carry liability insurance and state law says (Yes, a new car dealership is liable for damage to a vehicle by vandalism while the car is in their care for service.)   I have paid the cost of requested repairs as well as the cost of the damage done to my vehicle and I am requiring the Van Chevrolet Dealership to re-imburse me for the damage I paid for that was above the requested repairs in order to retrieve my vehicle.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 11/26/2024

  We stand behind our previous response.  We had his vehicle behind 2 secured gates.  We did reduce his bill and offered to assist with deductible at time of incident.  Customer declined so we feel we have no obligation to do anything further and will not honor previous offer since he declined at that time.

• Initial Complaint

  Date:04/23/2024

  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 took my 2019 *** ****** in for a "SHUDDERING, CUTING OUT on hills" feeling. The advisor instantly asked oh like rubble bar feeling and said No, it feels like it's cutting out. They instantly came back with a $4500 repair for a torque converter. I asked specifically if this costly repair would fix the issue? "Sure, let me read to you what our transmission got said......."
  Very long story short, $4500 later left me with the EXACT same sensation i had before bringing this car in. They've tried throwing parts at it at my expense of course because they honestly don't know what's wrong it. So I being the only that is affected by their shady work and constant wasted expenses put my foot down that they'll never touch another car of mine ever not will they profit of me. They have put words in my mouth that I said it was shifting funny. NOT once did I ever say those words. My car still has no change in the way it drives now vs before I took. It in and I paid them $4500! I want a full refund and full printed documented diagnostic papers of my transmission testing before and AFTER claimed torque converter fix. I will also NOT deal with *** or whoever their customer specialist is nor their service manager ****** or however you spell his name. Time the dealer manager knows the shady work that is going on

  Business Response

  Date: 05/02/2024

  ********** original complaint that was wrote up during
  dropping the vehicle off and signing off on the diagnosis
  “CUSTOMER STATES AROUND NEIGHBORHOODS 10-35 MPH CAR FEELS
  LIKE ITS
  SHIFTING WEIRD LOSING ACCELERATION ON LIGHT ACCELERATION
  ESPECIALLY
  UP HILL CHECK AND ADVISE”
  Our transmission specialist scanned the vehicle found no
  codes. Our technician test drove the vehicle per customers complaint of 10-35
  mph vehicle feels like its shifting weird and losing acceleration especially up
  hill, technician found at low speeds, light acceleration up a hill a
  transmission slip. We used a GM GDS computer to monitor TCC slip speed during
  the test drive. We found during light acceleration on a hill vehicle’s
  transmission slipping speed would increase 80 rpm. With these results we
  recommended replacing the torque converter assembly. ******** approved
  replacing the torque converter. After replacement of the torque converter we
  test drove and monitored slip speed again which was completely gone. Upon
  sitting in the vehicle after the test drive our technician found a slight
  misfire without an engine light or code in the system. We monitor the misfires
  on our scanner and found nothing. We created a TAC case #************* for a
  field engineer to evaluate this slight misfire at an idle. The field engineer
  came out and verified TCC slip speed was gone. Verified vehicle at an idle had
  a slight misfire feeling without any codes or misfires being picked up on our
  scanner. The field engineer sent from ******* ******* recommended a fuel injection
  service for possible carbon build up on the intake manifold. We removed the
  intake manifold verified carbon build up which we performed a complete fuel
  induction service at no charge to the customer for customer satisfaction. The
  slight misfire with no indication or an engine light or misfire’s being picked
  up on the scanner was still intermittently present. GM field engineer’s next
  recommendation was to replace all fuel injectors. We priced all fuel injectors
  at employee cost on the parts with zero labor charges for customer
  satisfaction. ******** declined the fuel injector’s, myself ( service manager ) ***** ****** and ******** agreed to test drive the vehicle to ensure she was
  happy as this was an intermittent misfire feeling. ******** upon coming back
  from the test drive prior to paying her current service bill of only the torque
  converter said she was happy and did not feel any current issues. I agreed with
  ******** that it was intermittent and it didn’t happen all the time and that
  the slipping of the transmission was masking up a secondary issue. I agreed to
  honor the fuel injector replacement at employee cost of the parts and free
  labor for 45 days. ******** two weeks after taking the vehicle and paying for
  the torque converter job said the intermittent misfire feeling was bothering
  her but she did not want to replace the injectors – she told us she would
  probably trade the vehicle in. We have not heard back from ******** after that
  phone call. We had a field engineer out at no cost, performed an fuel induction
  service at no cost, offered assistance on her secondary issue that was masked
  by transmission slippage. ******** has sent in a BBB complaint with her
  statement of “shuddering, cutting out” which contradicts her original complaint
  with her signature of “customer states around neighborhoods 10-35 mph car feels
  like its shifting weird losing acceleration on light acceleration especially up
  a hill” We provided sufficient evidence of our GDS scanner and photos of the
  transmission slippage before and after the work was performed to our GM field
  engineer who agreed this vehicle has two different issues.
  
  
  
  ***** ******
  Service director
  *** *** ****

  Business Response

  Date: 05/07/2024

  To Whom It May Concern:

  When the customer dropped her vehicle off at the dealership for repair, she signed off on the concern that was documented on her receipt.  We test drove vehicle with GM Diagnostic attached to it letting us know that it was the repair we did.  We noticed a slight misfire.  We did let her know there was another issue with a misfire that unfortunately wasn't covered due to being out of warranty.   GM Engineer recommended a complete fuel service which we did at no charge to the customer.  We did give her an estimate on replacing the fuel injectors which she declined.  We did offer to do this repair  at no charge on the labor and parts at employee cost When the customer picked up the vehicle, she drove it prior to paying the bill to make sure she had no concerns.  She told her advisor she was fine with it.  She called in a week later with concerns.  Again, unfortunately her vehicle wasn't covered under any type of warranty.  We informed her of all the repairs along the way and she approved the work.  We didn't do anything wrong.  

  Customer Answer

  Date: 05/14/2024

  
  
  Complaint: ********
  
  It's like beating a dead horse with this company, and so full of lies! I was NEVER told it was misfiring and I had 2 issues from the start! I want documented proof of that! I'm also still waiting for the print outs of my transmission testing before and after the repair. I'm entitled to those so please provide them to me.  Also I told **** flat out that my car needs to be driven as normal and I'll see how it feels.  My car had sat for 6 weeks at the dealership so it was be no means warmed up and been driven as a normal vehicle.  I was also told by the service manager that I was MORE THAN WELCOME to take it and drive it for a few weeks and to see how it felt and let them know. So that is EXACTLY what I did, as instructed! Not only have I decided to never own a GMC again just by the quality of the vehicle but the customer service from the dealership all the way to the GM Customer care has been the worst service I honestly have experienced in my life. A flush was also not recommended and denied by me. You guys did all of that on your own because you were grasping at straws. Again, as stated by the service advisor, "Yes, we are throwing parts at it because we don't know what's wrong!" 
  
  
  
  Sincerely,
  
  
  
  ******** Johnston

• Initial Complaint

  Date:03/12/2024

  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.

  Bait and Switch pricing.
  Dealer advertised pre-owned 2014 GMC online for $22,995. Visited dealer for test drive then returned next day to purchase....Additional $1,885 was tacked on to the price for no apparent reason....
  Unethical dealership

  Business Response

  Date: 03/12/2024

  To Whom It May Concern:  

  The addendum is attached to the windshield in pictures and clear for all to see.   We do discuss this when we do a walk around of the vehicle.   Below is the comment off of our website stating other charges may apply.   We did explain and break down the charges to her when she was here.  Every effort is made to make  customer aware of additional fees before the customer purchases the vehicle.  After Manager spoke with customer they decided it would be best not to purchase from us.  

   

  PURCHASE PRICES DO NOT INCLUDE TAX, TITLE, LICENSE AND $587 ADMIN FEE. PRICES INCLUDE THE LISTED REBATES AND INCENTIVES. PLEASE VERIFY ALL INFORMATION. WE ARE NOT RESPONSIBLE FOR TYPOGRAPHICAL, TECHNICAL, OR MISPRINT ERRORS. INVENTORY IS SUBJECT TO PRIOR SALE. CONTACT US VIA PHONE OR EMAIL FOR MORE DETAILS.

• Initial Complaint

  Date:02/19/2024

  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.

  We had three service dates to fix our original complaint about the transmission. No one checked the transmission on the first two times that we took it in. We also believe that service provided on the second service date was done without complete investigation by the technician and that we were charged for parts that were not necessary. A detailed letter to the General manager is attached that was sent by certified mail on 1/29/24. It was received at the facility on 1/31/24, but we still have not received a response from the General Manager or anyone at Van Chevrolet.

  Business Response

  Date: 03/15/2024

  To Whom It May Concern,

  Customer did make multiple trips into the dealership.  Addressing each visit.    

  Nov 8th.  Husband was informed when he showed for appointment that we would need the vehicle longer to diagnose all of his concerns( camera, brake and transmission).  He said on this visit due to time he only wanted the Braking addressed.   The camera would be a separate diagnostic fee so he declined.  So we removed this request.  Addressing the brake concern we found the module was not working and needed to be replaced.  Had to order the module.

  Dec 14th visit Once the module came in we determined that the wiring needed to be repaired due to rodent damage.   That damage had caused the old module to short out causing the need to replace it.  Due to damage this couldn't be covered under warranty.    This addresses question B.  yes it needed to be replaced because the damage shorted out the module.   Question A.  The diagnostic is listed as labor due to the Technician having to take the time to find out what was causing their concern.  

  The transmission concern was covered under warranty.  Once the breaking system was fixed we were able to do the transmission concern.  We did get the camera concern addressed and fixed for the customer, wiring had been damaged.  

  We go over each and every ticket line by line with our customers and have them sign off on the repairs requested.  Again on the first two visits he didn't want to pay/declined  the separate diagnostic fees so we removed them from the ticket.  Customer knew before leaving this wouldn't be done.   

   

• Initial Complaint

  Date:12/11/2023

  Type:Order 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.

  On May 16, 2023, I purchased vehicle from Van Chevrolet. The paperwork (contract) was for a 2019 Chev Malibu. The saleman said it had one previous owner, a car rental. They also said they would provide another key bob. We signed and took the vehicle. Two weeks later we were having problems with the car and took it to our local Chev dealership. Going off the VIN we did not purchased that vehicle, what we got was a 2020 Chev Malibu. We contacted Van Chevrolet and corrected loan papers were signed. GM Finance still has not recieved the corrected loan papers seven months later. Contacted Van Chevrolet but no one has called me back. I am paying for a 2019 which I do not have and when it is paid off I will not have a vehicle.

  Business Response

  Date: 12/15/2023

  To Whom It May Concern,

  I am reaching out to the customer to apologize for the length of time it took to get this corrected.  It was never our intention to mislead or misrepresent ourselves.  We have taken action and dealt with it on a store level as well.  Kim Kloth 

  Customer Answer

  Date: 01/08/2024

  I filed a complaint on December 8 against Van Chevrolet in Kansas City, MO, regarding incorrect vehicle information to GM Finance. I went to make a car payment and noticed the information, year of vehicle and VIN number, had been corrected. Thank you for your assistance in resolving this seven-month nightmare. *** ******

  Sent from ******** ****** *********************

• Initial Complaint

  Date:06/28/2023

  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 purchased my vehicle May 13th 2023 and have not received my title to register my vehicle. I had 30 days to register and I am well past the 30 days. The dealership is not giving me any assistance or providing me a resolution. I have contacted them several times and going there in person and still no resolution. I have my old tags on my vehicle and run the risk of being pulled over due to incorrect tags. Also, late fees are occurring that I'll have to pay when I register my vehicle.

  Business Response

  Date: 06/28/2023

  To Whom It May Concern:  

  We have completed his paperwork.  I have personally left him a message asking if he wants to pick up his paperwork or if he wants us to fedex to him.  We will also pay any late fees associated with registering it.  I have asked that he reach out to me directly at ************.

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

• Initial Complaint

  Date:02/21/2023

  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.

  Van Chevrolet and Cadillac are advertising a Cadillac Escalade V for MSRP, upon promising the sale and sending over the invoice to set up payment they are tacking on 75,000 worth of 'accessories' when really all they are doing is adding money to the cost because they are hard to get right now. This is driving business to them falsely and to a guy like me who is busy and trying to get things done, this is shameful and a waste of time. I do not know how they sleep at night marking something up 150% just because the 2ndary market can get it. Absolutely shameful. The manager was very rude told me to go ahead and contact the BBB, so here I am.

  Business Response

  Date: 02/24/2023

  To Whom It May Concern:   As per the Customers concern in regards to the mark up on the vehicle.   The Price on the vehicle comes to us from the Manufacturer as  a Suggested Retail Value Price (MSRP) and states that as well.   We have chosen to adjust the market value due to limited availability.  The vehicle is no longer available for sale.  Sincerely, *** ****** Van Cadillac

  Customer Answer

  Date: 02/24/2023

  [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 Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:  rude sales manager, no regard for the irresponsibility of false advertisement 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

  I purchased a used vehicle from this dealership a little over a month ago. During the test drive some concerns were provided to the sales rep regarding issues the vehicle had. After they were thought to have been resolved, when leaving the dealership there were still issues with the vehicle. I turned around and took it back again. After the dealership advised the issues were resolved I decided to take the vehicle to a local auto repair shop for another look. The check engine light came on showing 2 errors, the horn was not working which typically fails the inspection but the dealership provided a completed pass inspection list, there was a leaking differential that the dealership noted was fixed before as well as the vehicle needing new tires as the vehicle was pulling to the left as well as the steering wheel shaking. I took the vehicle back to the dealership and they advised all would be correct which they did correct the items found, however while I was still there, the sales manager told me the check engine light came on again, knew what the issue was but refused to correct it. Their justification was that it's a used car and I should expect issues, the fact that the sales manager told me in front of the sales rep the day i went in that if i had any issues that would costly i could take it back since it was under warranty and they would fix it. To me this is deception as the dealership knew the tires were worn, did not check the horn, did not disclose any issues and knew before I left the final time there was another issue they refuse to fix. I have had to buy new tires and now am expected to pay for further repairs? I understand that used vehicles are expected to have issues arise but all these issues are in the first 30 days of purchasing the vehicle and based on all the discussions why should I have to pay for further repairs they know about but won't fix. I am happy the fixed some of the issues but how this all transpired is not acceptable

  Business Response

  Date: 12/19/2022

  I have spoken with the customer and Sales Management.  Customer took the vehicle to his mechanic upon inspection they discovered horn didn't work, engine light was on and there was a leak we brought to customers attention.  We fixed these 3 items.  When the customer picked up the engine light was on due to another problem but customer still chose to take delivery of the vehicle.  He was advised by the Manager to have it checked out and if it were covered by the warranty we provide we would take care of it.   Unfortunately, this concern wasn't covered by the Power Train warranty that comes with the vehicle.   Customer declined any extra extended warranties at the time of purchase.  

  Customer Answer

  Date: 12/19/2022

  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,
  
  
  
  ***** *****