Complaints

This profile includes complaints for Galles Chevrolet Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Galles Chevrolet Company

  2801 University Blvd NE Albuquerque, NM 87107-1753

  
• 

  Galles Chevrolet Company

  PO Box 25928 Albuquerque, NM 87125-0928

  

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:04/30/2025

  Type:Customer Service 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 people who work here have no professionalism or human decency. My father was a honorably discharged U.S. Army as a veteran in 1980 who is trying to purchase a vehicle through GM Military appreciation benefits and Galles is refusing to work or corporate with my father or I (His son). I have tried multiple times to contact this Dealers GM Manager, Customer service experience manager as well the financing manager. The receptionist ladies further denied me to get in contact with any manager let alone to speak with the financing manager and further belittled me discriminated and retaliate against my father for his honorable discharge veteran status as well as my healthcare professional status. They further told me that my dad would need we need a significant down payment for a 2024 Blazer EV when my dad qualifies for zero down low monthly payments through a specific private bank purchasing program. I would like to get into contact with **** GALLES and I we'll be emailing him.. his employees as far as receptionists and sales personnel are at the front line of his company further representing him and overall Chevrolet. I am highly unsatisfied with the amount of disrespect that I have received from these said people. As far as right now I have made a complaint with the company Chevrolet and they are currently in contact with the manager of Dallas Chevrolet I am further putting in a complaint with the better Business bureau for the auto buying and I hope I don't have to go any further than this but if I need to there's always the human rights bureau. This is not a threat or an attack I just simply want to be treated like a traditional car buyer, a person, a human being. It is my dad's and I right to be treated with decency. My dad's birthday is coming up in the next 9 days *** *** I figured what a great present to give him for being a dad and a veteran.

  Business Response

  Date: 05/01/2025

  *** ******** we have received *** ****** ******* complaint ********* on 5/1/2025.

  We have reviewed *** ******* complaint and found that *** ***** and his father do not qualify for any auto loan based on their extremely low credit scores and lack of sufficient income and verifiable employment.  Galles Chevrolet supports Military retirees and their families since 1908 and have been a BBB member in good standing for over 50 years. No business stays in business this long if the customers are not taken care of. 

  The private bank that *** ***** states that has a loan approved for his father does not exist. Galles Chevrolet will be more than happy to assist *** ***** obtain the Blazer EV if he can pay cash since he does not qualify for a loan of any amount. *** ***** has been overly demanding attempting to force our business to secure a loan for him and his father and neither one of the two buyers qualify. Galles Chevrolet can't force any bank to approve a loan for a non-qualifying customer. We will provide *** ***** a purchase order for the 2025 Blazer EV to go to a bank of his choice to secure a loan. If he is successful in securing the loan we will be more than happy to assist him with the purchase. 

  I hope we have answered *** ******* questions.

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

  General Manager 

   

  Customer Answer

  Date: 05/10/2025

  To whom it may concern in Galles Chevrolet and the Better Business Bureau.

  
  

  Re: Violation of GM Military Appreciation Program, Chevrolet Policy, Discrimination against Protected Class Members and Now, the shifting of burden to show Proof financing for a vehicle through GM Military Appreciation, which is Publicly Available Information.

  
  

  We strongly rebut and object to Galles Chevrolets or the BBB response in attempt to shift the burden of proof on to us violating establish legal principles. This is ultimately unnecessary, absurd. And is a deceiving tactic. In an attempt and/or effort to sway from the initial problem at hand. For the simple fact that this request is publicly available information and ultimately is an effort to deflect from the main situation.

  
  

  The violating of established legal principles are as followed:

  
  

  1. Federal Rules of Evidence (FRE) Rule 301:

  • Stating that the party asserting a claim or defense has a burden of proving it. Being that Galles Chevrolet asserted my father didn't qualify through the GM Military Program for zero down and low monthly payment with the financing lender of his choice, yet demanding proof from him and his son.

  
  

  2. New Mexico Rules of Evidence (NMRE) Rule 301:

  • Mirroring FRE rule 301, placing burden of proof on Galles Chevrolet to provide their inaccurate claims.

  
  

   

  3. Uniformed Services Employment and Reemployment Rights Act (USERRA) 38 U.S.C § 4301:

  • Prohibits discrimination against military personnel and their families, including burden-shifting tactics.

  
  

  4. New Mexico Unfair Practices Act (NMSA §57-12-1 et seq.)

  • Prohibits unfair business practices, including misleading statements and burden shifting. All according to Government websites. That made accessible to the General Public or other parties, as well as the New Mexico legislature website. 

  
  

  5. New Mexico State Laws: 

  •New Mexico Human Rights Act (NMHRA) - NMSA § 28-1-1:

  • Prohibits discrimination based on Military status and employment, housing, and credit.

  
  

  U.S Federal Laws:

  6. Equal Credit Opportunity Act (ECOA) - 15 U.S.C. § 1691: 

  • Prohibits discrimination in credit transaction based on Military status. 

  
  

  As an authorized GM dealership since 1908, which was clearly and deliberately indicated in the first initial response from Galles Chevrolet. With that being said, Galles Chevrolet is intimately familiar with GM's financing process and protocols, including the GM's Military Appreciation Program. Solely due to the fact that they have worked with numerous people, in the past, pertaining to this exact appreciation program auto discount.

  
  

  Galles Chevrolet requested or demanded we provide details on GM Military Appreciation Programs financing terms, which are Publicly Available on GM's official website:

  • ******************* *******t.

  
  

  * Relevant sections:

  Section 3 eligibility: 

  • which as an honorably discharge Veteran from the U.S. Army, my father qualifies.

  
  

  Section 5 Vehicle Financing:

  • 5.1: "GM financial or other participating lenders may offer special financing rates".

  
  

  • 5.2: "eligible military personnel may select their preferred lender".

  
  

  • 5.3: "GM financial offers competitive rates and terms. Other participating lenders may also offer financing options". 

  
  

  Section 7 Program Details: 

  • 7.1: "Zero ($0) down payment with leasing and financing options available".

  
  

  • 7.2: "eligible customers made shoes from various financing terms and rates".

  
  

  Section 9 Frequently Asked Question's (FAQs): 

  • Question 6: "Can I finance through my preferred lender?"

  
  

  Answer: "Yes, eligibility military personnel May select their preferred lender". Among other valuable questions by other similar well qualified applicants, such as my father. 

  
  

  We humbly request to be treated equally under the law and be honored with the same benefits afforded, which is evidently stated, to other eligible military personnel.

  
  

  At this point we have established that Galles Chevrolet actions or response clearly constitute unlawful discrimination against a protected class member, my father. As well as contradicting GM's military appreciation program terms.

   

  We urge Galles Chevrolet to:

  • Cease imposing unfair conditions and tactics.

  • Honor GM's military discount program terms. 

  • Respect my father's freedom of choice to choose his preferred lender.

  
  

  In conclusion, we have provided overwhelming evidence of Galles Chevrolet's violation of Federal and State Laws, as well as GM Military Appreciation Program Terms, as well as Chevrolet company Rules and Regulations pertaining to this program. This deliberate and intentional delay tactic is highly unnecessary and unfair to my father, a protected veteran, and warrants immediate attention from the BBB to intervene in efforts to resolve this matter promptly.

  
  

  Sincerely, 

  
  

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

  
  

  On behalf of my father, ****** ** ****** An Honorably discharged, from the United States Army, ******* **** ** ******** ****. Once a soldier, Always a Army soldier: Army Strong for Life. 

  
  

  • "Be All You Can Be" (1980 - 2001).

  
  

  • "An Army of One" (2001 - 2006).

  
  

  • "Army Strong" (2016 - 2018).

  
  

  • "Warriors Wanted" (used briefly in 2018).

  
  

  • "What's your Warrior" (2018-2020).

  
  

  • "This is my squad" (2020 - present day).

  Business Response

  Date: 05/19/2025

  I wanted to provide you with more facts as to the reason why *** ****** ***** and his son ********* ***** do not qualify for an auto loan which has nothing to do with qualifying for the General Motors Military Appreciation Program.
  
  Enclosed you will find 10 pages of information for your review and to provide to *** ****** ***** and his son ********* *****.
  On pages 1,2 and 3 you will see the G.M Military Appreciation Guidelines which includes *** ****** having to register at ******about to establish qualifications guidelines which he refused to do and so did his son *********.
  Additionally on page 3, dealership participation is voluntary in the event customers get unruly or do not want to follow the guidelines established by General Motors. This was the case with the *******. They felt entitled and unfortunately as you will see in their individual credit reports and their customer supplied information neither one of them had qualifying credit or sufficient verifiable income to qualify for an auto loan of any amount.
  
  *** ****** ******* monthly income of $***** is not enough to qualify for any loan amount and to complicate matters his two credit scores of *** ** ******** ****** *** *** ** ******* ****** showed him with two credit lines which were both currently delinquent and charged off as losses to the creditor. No financial institution will approve a loan under these circumstances.
  
  *** ********* ***** attempted to co-sign on the loan, however being unemployed with no verifiable income and currently delinquent on 3 of his 5 credit lines does not qualify him to buy or co-sign for any amount of any auto loan. His low credit scores of *** **** ******** ****** *** *** **** ********** ****** disqualified him from any type of loan.
  
  The only way that *** ****** ***** can buy a vehicle and qualify for the $500 Military appreciation rebate is if he pays cash for a qualifying vehicle. Galles Chevrolet will be happy to sell *** ****** ***** a vehicle if he can pay cash or verifiable cashier's check. 
  
  I hope this answers any further questions.
  

  
  

• Initial Complaint

  Date:12/17/2024

  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 have taken my vehicle in multiple times for the same problem without resolution in regards to the transmission., with no resolution. I have taken my vehicle in because I get a message on the front panel, then my vehicle turns off. It has turned off on the freeway and the brakes comes. Not safe for me or my family.

  Business Response

  Date: 12/20/2024

  **** ******* brought in her truck to service it on 6/15/2024. 

  she had 4 concerns: 1. Window would roll down on it's own. It had a broken window regulator. 2. Power steering not working. It was tested and it was found to be performing normal. 3. It had a loose overhead console. It had a missing screw that was replaced and fixed. 4. Vehicle jerks forward when accelerating and coming to a stop. The vehicle was inspected and road tested and it was discovered that the transmission was overfilled with fluid by having two quarts too much oil. The fluid level was corrected, road tested and jerking motion was not present. 

  The customer states that she has brought this vehicle several times for the same repair transmission repair. We do not have a record of any other visits for the transmission jerking, unless she has taken it to a different shop. 

  our Service manager ****** ***** has reached out to **** ******* and has an appointment with her for January 4th , 2025 to look at the transmission problem. 

  since **** ******* brought in her truck in June to check for a transmission jerking problem it has been 6 months since her visit and if it was a transmission problem the probability of it running now is very unlikely. 

  ***** ******** 

   

• Initial Complaint

  Date:11/14/2024

  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.

  Purchased a Certified used 2022 Chevy Equinox from Galles Chevrolet on 1/20/23. On October 6, 2024 the Chevy Equinox stalled on I-40 westbound and lost all power, brakes, etc. During this incident, were almost hit by 3 Semi's and due to the loss of brakes we almost his a concrete barrier. I called Galles Chevrolet and spoke to a manager on 10/8/24 to ask about the warranty and recalls. The manager informed me that Galles Chevrolet sold me a certified car and they were willing to fix the vehicle but there were no recalls and informed me there were no problems with the said vehicle when they sold it to me and said I would be responsible for all repair charges. My mechanic informed me that the car had off market parts and the vacuum pump shattered into the engine. When mechanic took the top of the engine off, stated there were no gaskets on the top of the engine and had been sealed with silicone, the selenoids were faulty, and with "home made" gaskets, the alternator was bypassed and "rigged", the engine was leaking oil from crevices that had no gaskets or sealant, etc. The ****** that was provided from Galles Chevrolet contained 2 incidents, neither electrical or engine. I purchased a ****** report on 11/13/24 and there were 33 reported incidents ranging from engine problems to electrical problems. Tried speaking with a manager, a Director, and a General Manager to see if we could come to an agreement with no resolution. Did not make contact with the GM. I am now almost $12,000 in debt from all the repairs that my mechanic had to make and is still working on the car. More then anything, I am disappointed that Galles Chevrolet would sell a car with a "fake" ******, multiple engine problems, multiple electrical problems, claim that the car was overlooked by a "Master mechanic" to certify it, unwilling to speak with me, when I did speak to someone the answer I got was "Sorry, there's nothing we can do", and unwilling to make any amends. Thank you *** ******* *******

  Business Response

  Date: 11/18/2024

  RE; Complaint ******** 

  Dear Sirs, I have reviewed the complaint brought forward by *** ******* ******** 

  *** ******* made an error in judgement after her vehicle's engine stopped working. After the engine stopped working she contacted her mechanic friend to do the work. a few days later *** ******* called our service advisor ****** and asked him if there were any recalls on her vehicle and ****** told her that there were no open recalls and that her vehicle had been sold to her as a CERTIFIED PRE OWNED and that it still had a limited power train warranty which would cover any mechancal problem and she would be responsible for anything that was not covered under warranty, such as the $100 deductible.

  *** ******* hung up and we did not hear from her again until she filed the BBB complaint about one month later.  

  in the meantime, *** ******* took it upon herself to purchase parts at another Chevrolet dealership near her home and now she is asking for Galles Chevrolet to reimburse her for the parts and labor that could have been done for free to her under the GM limited power train warranty if she had the repairs done at an authorized GM dealership and her only responsibility would have been the deductible $100 deductible.  I escalated this case to Chevrolet's Service District Manager on 11/18/2024 and it was rejected because the vehicle should have been repaired at an authorized Chevrolet dealership and it would have costed *** ******* only a $100.00 deductible. 

  As we stand today there is nothing that Chevrolet Motor Division or Galles Chevrolet can do for *** ******* based on the facts above. As for the tires that *** ******* mentions on the complaint they were purchased by her at *** * ***** on 5/13/2023 when the vehicle had 49,745 miles and based on the last reported miles of 87,160 that means that the tires were driven by *** ******* 37,415 miles and again Galles Chevrolet had nothing to do with the miles driven by *** ******* on the tires that she purchased herself. 

  When the vehicle was originally sold on 1/19/2023 it was serviced with all genuine original General Motors Parts. Since *** ******* had the vehicle serviced at least three times at *** * ***** **** **** ******** *** **** **** ******** again it is very possible that those three businesses could have used NON GM Original Equipment parts with their repairs. 

  if you read *** ******* complaint carefully she agrees that our service advisor Victor was "WILLING TO FIX THE VEHICLE BUT THERE WERE NO RECALLS" 

  We want to help *** *** **** but she has effectively voided her warranty by having a non GM Authorized dealership or employee repair the vehicle.

  Always at your service, 

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

  General Manager

   

   

   

   

• Initial Complaint

  Date:09/30/2024

  Type:Billing 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.

  In July of 2024 I went to the dealership to cancel all of the warranties and extras on my truck because It was traded and I needed my money refunded. The manager was great but told me he didn't want me to wait so he gave me a form to fill out and made a copy of paperwork from another dealership. He told me I would get an email when things were processed. This never came. I called on 7 occasions leaving 4 voicemails and talking to 3 people that promised a call back that never game. I then went in to the dealership and spoke with someone else who asked me to complete the paperwork again and yet again took the same copy as the last person. 2 days later she called and said accounting was working on this issue. It has now been weeks and of course I have heard absolutely nothing. I didn't want this extra junk on my truck in the first place but was strong armed by the finance man and now I don't even get my money back so i paid for nothing. I am disgusted.

  Business Response

  Date: 10/01/2024

  To whom it may concern, I spoke to *** ****** ****** earlier today and apologized for the delay in processing his vehicle protection products cancellation request. I also emailed him a copy of the check that we mailed to his lender, ****** **** ** on 9/19/2024 and stated to him that if he has already paid off the original loan on this vehicle that ****** **** ****** ***** will be reimbursing him 100% of the refund Galles Chevrolet sent on behalf of *** ******* 
  *** ****** was 100% completely satisfied with the information I provided to him. 
  
  Attached is the copy of the refund check for your review. 
  
  I hope this information will be sufficient to close this complaint.
  
  Thank you
  
  ***** ********
  General Manager/Vice President
  Galles Chevrolet
  *** ********
  ********************
  *******************

• Initial Complaint

  Date:06/05/2024

  Type:Customer Service 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.

  6/5/24: Called multible times throughout the day; left message or could NOT leave message. Absolutely NO communication and Gallas had my vehicle for over 24 hours. No one returned my calls, no texts, no emails. Service department customer service..... well, it sucks! I'm without a vehicle for another day and Gallas could care less.

  Business Response

  Date: 06/06/2024

  To whom it may concern, re: Complaint ********. 

  Mr. ****** ******** dropped off his vehicle on Wednesday June 5th, which is the same date of his complaint. 

  He dropped off the vehicle in the overnight box early in the morning before the shop opened with specific instructions as to what his vehicle needed. At no time did he ask to be contacted at any specific time. Our service advisor that checked in his vehicle attempted 7 times to contact Mr. ******* without any success until today. During their conversation our advisor notified Mr. ******* that his requested concerns were completed with the exception of the transmission issues because it required extensive work for the transmission diagnosis and that we are over 10 days backed up for that type of diagnosis.

  Mr. ******* agreed to pick up his vehicle today, 6/6/2024 and stated that he would take it to another location to get his transmission diagnosed because he could not wait that long for us.

  Our Service Director also contacted Mr. ******* and he repeated the same thing to him, that he would pick up his vehicle today and take it to another shop for the transmission diagnosis.

  Eddie E*******

  General Manager

  Customer Answer

  Date: 06/07/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Vehicle was dropped of at 1755 on 6/4, 5 minutes before the 1800 closeure time; however, doors were locked and no one around. I filled out the drop box envelope and left my key. NOTE: as the service team walked past me without saying a word.

  No one contacted me on 6/5, the day of my appointment.

  The first attempts of contacting me were on 6/6, and yes there were multible calls; however, I was in meetings most of the morning.

  At no time was I notified that the aligment machine was inop nor that I would have to wait 10 days to have my Transmission checked.

  Transmission was a specific Item when I made the appointment, yet I was not informed of the backup.  Again, no one contacted me on the day of the appoint. caveat, I did receive a text in was in the shop. On 6/5 I made multiple calls to Gallas attemping to get a status. No one answered or voice mail in boxes were empty. I never spoke to anyone past the receptionist on 6/5.  It wasn't until I filed the complaint with the BBB did I get any response.
  
  
  
  
  
  Regards,
  
  
  
  ****** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 06/10/2024

  Galles Chevrolet rejects Mr. *******'s rejection of Galles first response and this response will serve as a final reply.

  When Mr. ******* dropped off his vehicle unfortunately it appeared that we were closed because the main garage overhead door has been inoperable for over two weeks as we wait for parts to arrive to replace the spring. The opposite garage door which normally is used for exiting completed vehicles has been used temporarily for incoming customers and I am confident that it has confused some of our customers as we have a RED X on the entrance when it normally has a GREEN light to enter. 

  Galles Chevrolet did in fact attempt 7 times to contact Mr. ******* before the complaint came in. The fact that Mr. ******* had several appointments on the day we were attempting to reach him does not mean that we were ignoring him.  Additionally, Mr. *******'s alignment was completed on a timely manner, in fact we moved him up ahead of other customers even though the alignment machine had been down unexpectedly the previous day but was repaired on time to complete Mr. *******'s alignment as well as other customers.  The oil and filter change was completed on a timely manner as well. The only required repair that could not be completed was the transmission request as explained on our original reply, there is a waiting list which could not have been told to Mr. ******* because he dropped off the vehicle in the night drop box without speaking to any of our employees.  

  We apologize for any inconvenience that this may have caused Mr. *******. 

  Eddie E*******

  General Manager

  Customer Answer

  Date: 06/11/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is turning into a "he said/she said" conversation and Gallas is covering its 6.

  Yes, I have the evidence that Gallas called on 6 June 2024. I filed my complaint o/a 1800 5 June after being sent to phones that didn't answer or got " in box is full". SO, yes Gallas received the BBB email on 6 June, 2024.  Prior to this volly of calls I had NO communication from Gallas past the text that my Vehicle was in the Q.   All Services were completed with the exception of the Transmission dignoasis.  At NO time was i informed of the bck log to have this assested.  Nor was I offered a future date, IE appointment, to have the transmission evaluated.  Just there is a 10 day back log.

  I will not retract my complaint. ABQ needs to know the "attitude" of this dealership and to be cautious of dealing with them. Gallas, want this resolved?  give me a date and time when my vehicle can be evaluated so I do NOT have to wait around for hours or be without transportation for days. Had that information been provided this would NOT have happened. I was blown off, ignored, taken for granted. Typical, 30 year Veteran of the Armed Services and I get blown off. You are welcome. My sacrafices allow you to be the INDIVIDUAL that you are.
  Regards,
  ****** *******

   

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/11/2024

  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.

  We purchased our truck from Galles Chevrolet in August 2022. It had a transmission problem in January 2024, and Galles did the warranty work in a timely manner. On February 24, 2024 it broke down due to a transmission problem and was towed to Galles on February 27, 2024 it was towed to Galles. They have never once called us with an update, and usually when we call they put us through to a phone that no one answers. We have had to show up in person several times to get an update. We were told in early April that it would be getting a transmission rebuild, but now April 11, 2024 they have had it for over 6 weeks without having done any work to it. When we called today, they said they need to order tools to fix it and it will take another week before they can even get approved to buy the tools before they can order them, wait for them to come in, and then do the work. They are saying it will be another 4-6 weeks before we get it back. We tow with our truck and at this point it will be at least 12 weeks total. This is unacceptable. We would like the transmission replaced instead of rebuilt in a timely manner, 2 weeks at most.

  Business Response

  Date: 04/12/2024

  response for Complaint #********- for customer ** ********* *** ********

  The customer's vehicle requires repairs to internal parts of the transmission. Galles Chevrolet and all Chevrolet dealers in the area do not have in their inventory the special tools required to complete the diagnostic required by Chevrolet Motor Division District Service Manager to make an educated decision to order parts to assess the repair if there are special tools anywhere in the U.S. for rent or for sale. 

  Unfortunately, GM does not have available tools for rent or for sale at this time to complete this repair. 

  Today, after Chevrolet Motor Division identified the fact that they can't produce the tools needed for the repair they have approved the order of a replacement new transmission that will take an estimated 10 business days to arrive with an additional three to four days to install and test drive the vehicle with the new transmission. As soon as the vehicle is completed the customer will be contacted for an estimated pick up time of the week of April 29 thru May 3rd. 

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

  Galles Chevrolet

  Customer Answer

  Date: 04/15/2024

  [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:08/10/2023

  Type:Product 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.

  To whom it may concern. I purchased a vehicle from Galles Chevrolet on 05.28.2023. In June after careful thought and review, I decided to cancel the GAP insurance, the GM Service contract, prepaid maintenance. I filed the proper paper work to GM Protection. I failed to fill out the mileage on the protection plan, but the GAP cancellation was effective as of 07.06.2023. I have called my lender to see if they have received a refund in the amount of the GAP insurance. She had nothing on file. I have emailed the finance dept. at the dealership a couple of times with zero response.
  
  As per an email from ****************************** I am to allow the dealership up to 4 weeks to refund my lender. This has not happened and we are now in week 5.
  
  "Your GAP cancellation request has been completed. Please allow approximately 3-4 weeks for your selling dealership to issue your refund.
  Please be advised, if there is a balance owed to your Financial Institution the refund will be applied to your principal balance.
  Please contact the Finance Manager at your selling dealership for all refund updates (i.e.: ETA of refund, address changes, etc.)
  To cancel your Vehicle service contract please provide the mileage at time of cancellation.
  If you have any additional questions or concerns, we would be happy to assist.
  Regards,
  Cancellations Department
  Two Concourse Pkwy, Suite 500, Atlanta, GA 30328
  Ph: 800-742-7896 | Fax: 678-553-1374"
  
  I would like the refund to the GAP insurance to be sent to my lender immediately.
  
  Note: Once the paperwork for the protection plan and pre-paid maintenance go through, I would like the process to not take 5 weeks.

  Business Response

  Date: 08/11/2023

  We have just received the refund for the Gap insurance policy and we are mailing it directly to **** ******** ********** on 8/14/2023. The amount of the refund is $900.00. Our finance Director has emailed a copy of the check to **** ******* 

  additionally, we have confirmed with General Motors after-market products that they have received the cancellation request for the service contract and the maintenance agreement and they will be refunding it by the end of August. As soon as we receive it we will mail the refund checks to the lien holder. 

   

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

  General Manager V.P. 

• Initial Complaint

  Date:08/07/2023

  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.

  I bought my 2013 Ford F150 in April. July 11, 4 days before my warranty expired, I had to have it towed to Galles because it died and wouldn’t start back up. They had it for a week, I called and left messages to the service advisor, ******* ********* no response. I had to work so my friend called, she left voicemails, left messages with a receptionist named *******, none were returned. ******* said she looked at the computer on Tuesday, July 18, and the computer said it was on a diagnostic machine.. My friend finally spoke with a receptionist named ******, on Wednesday, who tried to get her through to the service director, ***, another voicemail left, another one unanswered. Another call later, got ahold of the service director who said there were no notes left on the account, which means, the truck was NOT on a diagnostic machine Tuesday. He said he’d follow up. Thursday, around 11am, still no follow up, my friend called again, got voicemail, which of course went unanswered. About 4 hours later she called back, ******* answered, admitted, then later denied saying she said it was on a diagnostic machine Tuesday, asked to speak with ******, who got her in touch with the service director, again, who still had no idea what was going on. In the time my truck has been sitting, I drove by, the license plate is now missing and one of my rear view mirrors has been broken. The service director said he was going to look at the security videos. The service advisor, ******* ******** is claiming the truck came in that way, yet when I parted with my truck, the plate was there and my rear view mirror was still intact. I was told my truck would be ready by July 25, was called the 25th and told the part, which I’m having to pay for, wasn’t the problem and the truck still won’t start so they’ll have it another few weeks. Since then, nothing. The general manager of the store, ** ********, was emailed on 24 July to explain the situation, no response.

  Business Response

  Date: 08/08/2023

  Response for Complaint ******** **** * **********
  8/8/2023
  *** *********** vehicle will be ready by 8/11/2023 due to a delay from Ford Motor in receiving the wiring harness needed to complete this repair. *** ********* is not paying for this repair as he states in his complaint. Galles Chevrolet made him aware from the start that Galles Chevrolet would be absorbing the parts and labor cost for the entre repair. Additionally, He has been notified by his service advisor that the repair was delayed as stated above.
  as for the damaged left outside rearview mirror and the missing plate, it is not true that any employee of Galles Chevrolet damaged the mirror or took the license plate. The truck was towed-in without a license plate and the mirror was not in fact damaged. From the best that we can tell prior to the truck being towed here somebody removed a portion of the outside plastic of the rear-view mirror and given the location of the missing piece on top of the mirror it would be impossible for anybody to intentionally only damage that top part of the mirror without causing other damage to the surrounding part of the mirror. there were no debris of pieces from the mirror where the truck was dropped off by the tow truck which indicates the truck came in that way.
  Galles Chevrolet is demonstrating goodwill by replacing the mirror's missing piece even though the truck was towed in that way. As for the license plate the customer has to report it stolen because the vehicle is in his name and Galles Chevrolet can't produce a duplicate plate because Galles is not the owner.
  in summary, the truck will be ready by Friday 8/11/2023 assuming that all the wiring harness connections work well once the repair is complete. 
  ***** ********
  General Manager

• Initial Complaint

  Date:06/22/2023

  Type:Billing 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 April 22, 2023 we went to Galles Chevrolet. My husband and I specifically stated we had a pre-approval from our bank and just needed a purchase invoice, if we found a vehicle. Galles Chevrolet has submitted credit request from **** ********** ** **** ******* *** ** *********, under our business names ********* ****** ***. We received letters from these three lenders with the letters dated May 2023 denying credit. We called Galles and spoke with the Finance Department and they stated it only stays in their system for 30 days. We asked them to quit submitting credit applications under our business name because we already have our own bank that finances our business vehicles. They said they did not submit any credit applications because it has been over 30 days. We received another letter from ** ********* on June 22, 2023 dated June 11, 2023 with another denial. Galles Chevrolet is not honest in their business practices, they pressure the customer, they have their vehicles marked up thousands of dollars more than other dealerships. We don't know what else to do, to have them quit submitting credit applications. I have attached proof of the most recent letter we received. This is a written complaint against Galles Chevrolet.

  Business Response

  Date: 06/26/2023

  Complaint ID ********, 

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

  Thank you for submitting this complaint outlined above.  Galles Chevrolet received a signed credit application from Mrs. ******* *****-******** as a co-signer for ********* ***** *** on 4/22/2023. On that same day Galles Chevrolet finance manager submitted the credit application to secure a loan with no money down to some of our finance sources on a used 2019 Honda. 

  Since 4/22/2023 Galles Chevrolet has not submitted any credit application to any lending source for any reason. All lending institutions will send a letter to all applicants after their information has been submitted for a loan. There are times when these letters can take up to 90 days or longer before the lender will send them out. 

  There is also the possibility that if Mrs. *****-******** visited other dealerships that those dealerships may have sent in a loan request on her behalf or on behalf of ********* ***** *** as well which could have activated another letter of notification to the consumer. As for the pricing, Galles Chevrolet has a full disclosure on the ******************* website outlining the Limited Supply Premium charges that can be up to $50,000.00 over the suggested retail price which is fully disclosed to every consumer in person before they purchase any vehicle. 

  We hope this answers your questions. 

  at your service, 

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

  General Manager/ V.P. 

   

   

• Initial Complaint

  Date:04/16/2023

  Type:Delivery 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.

  Galles will not give me the title to the car I bought from them. I had filed a price complaint against them in the past which I rescinded. This why Galles is using this tactic as a means of harrasing me for doing said action. I paid Galles everything in cash:$25875 for the car, $79.50 for the registration fee and $349.50 for the dealer transfer service fee. If I do not get a response through peaceful means, it will become a legal action.

  Business Response

  Date: 04/18/2023

  To whom it may concern, Galles Chevrolet processed Mr. ****’s title and registration on a timely manner immediately after Mr. **** purchased his vehicle on March 14, 2023. The State of New Mexico registered Mr. ****’s vehicle on 4/14/2023 and mailed him the documents to the address on the title and registration application on the same date, 4/14/2023.
  
   
  
  Mr. **** should receive the documents directly from the State of New Mexico this week. Attached are copies secured on his behalf as proof of registration until he receives the original documents.    
  
   
  
  Thank you for your inquiry.  
  
   
  
  ***** ********
  
  General Manager/Vice President
  
  Galles Chevrolet
  
  *** ********
  
  ********************
  
  *******************

  Customer Answer

  Date: 04/19/2023

  The complaint that I had with Galles car dealership, has been resolved to my satisfaction.