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:05/20/2025

  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.

  august 2023 i got stuck with a 2019 *** ****** from keller chevrolet on a saturday day of sale it had no gas, no battery in key fob so same day of sale i took to a different dealer to get replaced , brakes were non existent on vehicle on front and back, struts were bad, transmission skipped, headlight was supposed to be replaced , well according to tami when brought vehicle back and left it there following monday front brakes were changed they were not vehicle did not stop i limped vehicle to another dealership a chevy dealer where they told me the struts were bad but they would not repair the vehicle even if i paid as its kellers responsibility , but i did talk them into replacing back brakes i had to pay out of pocket, i then took vehicle back to keller was paying for **** and rental vehicle and vehicle sat at keller for weeks, they told me drive as is and then nothing wrong with vehicle even though it made a very loud obnoxious grinding noise from front when not even driving i even took videos in kellers parking lot , to make this short vehicle to thsi day 5/20/25 still not repaired , in october 2024 was told by dean jackson vehicle would be replaced then his wife was in hospital didnt hear from him for months fast forward to march/april 2025 meeting with dean , toni , tami the leaders of keller oh we will fix vehicle set up a appointment a week later went to service dept got there they knew nothing of sort called toni oh bring it in anytime did twice more total 19 times now just to keller i have paid for struts, front/ brakes out of pocket , its been lie after lie still not fixed , still not replaced , over 15 grand in repairs alone, may ask why did i get vehicle simple i inquired on a friday night left a 100 deposit in august 2023 signed nothing on friday night got a email my insurance was pulled off my current vehicle and put on *** and they did registration for me no explanantion no test drive , lie after lie after lie,they told me to file as a lemon 5/19/25

  

  Business Response

  Date: 05/21/2025

  Service Manager contacted customer 5/21/2025- customer to bring vehicle in 05/27/25 at which time he will road test with assistant manager.  Note: customer advised us that noise is very intermittent.  He also advised us that another dealership did a repair on his transmission. Will update with findings.

• Initial Complaint

  Date:05/20/2025

  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.

  I am writing to formally file a complaint regarding my recent experience at your dealership involving the purchase and attempted return of a fuel pump for my ***** ********* ****.
  
  I have had my vehicle serviced at this dealership multiple times, and my VIN is already in your system. On April 3, I purchased a fuel pump for $450.56 based on the information provided by your parts department. After having the part installed, I was informed by my technician that the fuel pump was faulty. I immediately contacted the dealership to report the issue.
  
  Upon further inspection, it was determined that the issue was not simply a faulty part, but that the wrong fuel pump had been sold to me—it was off by one digit, which caused it not to fit my vehicle properly. Despite this, when I requested a return or exchange, both the parts manager and the general manager told me the part could not be returned because it had been installed and had a gasoline odor.
  
  This situation is highly frustrating and unacceptable. The dealership provided an incorrect part based on the VIN associated with my truck—information that their team had access to. I should not be held financially responsible for an error made on your end, especially when I acted promptly and in good faith to resolve the issue.
  
  To make matters worse, I have attempted to escalate the matter by calling ** corporate. I also spoke with the General Manager, Tony, who was unprofessional and has not returned any of my follow-up calls. I even left a message for the owner, Charlie, weeks ago, and have yet to receive any response.
  
  This level of customer service is extremely disappointing. I expect a full refund or a proper resolution, and I urge your team to take accountability for this situation. I also believe potential customers should be cautious when dealing with this dealership, given the lack of responsibility and unwillingness to correct mistakes.
  
  I hope to receive a prompt and professional response to this complaint.

  

  Business Response

  Date: 05/23/2025

  In response to this complaint  issued by ****** ******** .The customer brought us the part # that she needed we sold her the part and after she installed the part she brought it back to us with no packaging, and smelling of gas. It was explained to the customer  that we do not accept returned parts that have been installed already and with no packaging. Both the parts manager and myself explained our policy. At no time was anyone unprofessional to the customer. We stand by our decision not to accept a part that has been installed with no packaging,  

• Initial Complaint

  Date:11/01/2023

  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.

  On 10/18/2023 my vehicle was brought to Keller Chevrolet with concerns of noise from the front driver's side of the vehicle. Upon their inspection, it was stated that the "pads and rotors were garbage and warped on all 4 corners of the vehicle". These pads and rotors had only been on the car for under 4,000 miles. Near impossible that all were to be in such poor condition and that there was not feeling in the brake pedal during stops, car shaking while stopping, etc. The dealership suggested a brake lubrication service which may correct the problem as there were signs of dry components. They returned the vehicle with a note that the two (2) passenger side caliper bolts were 1. "hand tight" and 2. "cross-threaded". Upon driving the vehicle for a few days no signs of the original complaint could be heard from the front driver's side. However, within a week's time, a noise had developed on the passenger side instead. Upon inspection, it was determined that a bolt had been broken and was causing the caliper to move freely while braking which eventually could cause the caliper to become dislodged from the rotor. When I brought the complaint to the dealership service director's attention Tammy informed me that she would speak with the tech and follow up that same day. The next day I followed up twice, once in the morning and the second in the afternoon. once I was answered in the afternoon I was informed that they "never took the bolt out as it was seized." Without removing the bolt they could not determine that it was a cross-threaded bolt. This shows that there is an attempt to deceive me and brush this severe safety issue Keller Chevrolet caused "under the rug" without taking responsibility for their actions that could have led to a severe accident from inadequate and unsafe brakes on my vehicle when they returned it to me.

  

  Business Response

  Date: 11/07/2023

  Mr. ****** brought his vehicle in May of 2023. Complained of brake squeal at all speeds. Our diagnosis recommended he replace his all pads and rotors. (73102 miles on his vehicle) He did not get the work done at Keller. On October 18th with 80,428 he returned to Keller with squeak from drivers side while braking.  We explained on phone to customer lubricating  sliding components would likely help but not solve the issue. We road tested the vehicle. When he brought the vehicle in, a creaking noise was heard from the front during slow braking. Front rotors have excessive runout causing noise. He declined all repairs and requested a brake slide service. Was advised this will not solve complaint. Right front lower caliper bolt was cross threaded into the guide. Upper bolt was loose, hubs full of brake dust. We did not do the repairs!!!! He took it elsewhere 7,000 miles ago!! Mr. ****** had work recommended by us and took it elsewhere to get repaired. We are not responsible for someone else's work. Everything I put in this letter is in writing on our repair order. We will not be giving him a refund or do we want him to return to our dealership for service. Thank You Dean ******* G.M. 

• Initial Complaint

  Date:03/04/2023

  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 called on Feb 13 and was scheduled for a 9am on Feb 20th Inspection and to have my Transmission checked. The women I spoke with said she noted it in the appointment. I arrived for 9 and after waiting and being seen left my car. I was called around 3 that they just realized they were down a technician and weren't gong to look at my car and offered it back even though I still needed the service done so I left it because I was assured it would be done by 1 Tues since I worked at 3. I chose Mon because I have off. I called at 12:11 and was told to call back in a few hours and at 1:52 was told I would get called back. They call close to closing saying to call back and never left why. I couldn't call back till after closing at work, which I had to figure out a ride for. Feb 22, I played phone tag after not receiving any information. After getting ahold of the mechanic he said he hasn't done anything that was scheduled and now needs approval. I told him I need my car tonight and he said he would leave the keys under the seat if I had another set of keys and that I can call back when I have my car back because my CC was in my car. Later someone else texted me for payment even though I already spoked with the person working on my car. I uber to work and figure a ride there in an ice storm and get my car but no keys. I called at 6:44 with my credit card like we agreed upon and scraped my car off and drove home. It is now March 4th and I haven't not gotten my keys back after I have messaged and spoke to them. I asked the keys to be mailed and they said they would drop it off between Feb 26 to March 4th. They have not followed through and I have not been able to lock my door because I don't have my house key. I want my keys back and delivered ASAP. I was scheduled, they messed up for 3 days, then didn't follow through on what was agreed upon and are now ignoring my messages. I have the texts and call history I can screenshot and send if needed.

  

  Business Response

  Date: 03/21/2023

  First and foremost let me apologize about getting the vehicle in to check out the transmission. No excuses, however since losing technicians during covid it has been difficult to replace them. We were able to get it looked at and spoke to Mr ******* about his concerns. Repaired brakes for NYS inspection. We were able to get the keys dropped off at his home. Sincerely apologize, we could have done better.