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:03/18/2025

  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.

  I purchased a car with my wife at this dealership. It has had nothing but problems. Oil leak caused damage to many other parts of the engine. The last time it was serviced, we received it back with extensive hood damage-looks like someone just started punching it. NO damage anywhere but right on top of hood-doesn't make sense. Of course they deny any wrongdoing. Joe Basil lied to us and we have him recorded doing such. The car was serviced numerous times all because the oil leak continuously caused damage. WE are concerned that due to the extensive issues we already had, that the engine is going to continue to have issues. The last service date show they put over 200 miles on our car! This is when we received the car back with extensive hood damage!

  

  Business Response

  Date: 04/08/2025

  BBB spoke with the business owner and the following was relayed: I personally reviewed all of the video footage.  There was no discernable damage on the vehicle from when he dropped it off, to when it was in our shop, to the time that he picked it up.  Nothing on the video footage shows us causing any damage to his vehicle. The vehicle gets a lot of miles put on it.  He's put 60,000 miles on it in the 1 and a half he has had it.  He had it in here December, then again at the end of Feb and there was over 9,000 miles put on in that short time.  The last repair that he had done here, I took care of it for him, but then I did ask him to please take his business elsewhere for now on. He threatened us with his attorney, so now we will not communicate with him.  Any communications will have to go through his attorney and our attorney.  Thank you. 

• Initial Complaint

  Date:08/16/2024

  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.

  Have had same issue with 2016 ***** ******** Truck That Basil ***** sold my husband ( transmission shudders and hesitates since 1/10/2023 date of purchase..
  Been to dealership several times to be told nothing is wrong...
  Check engine light came on and went to Dealership and was told to pay 4,000/5,000 for truck repair to investigate the issue .
  Then told to take my effing keys and get to f out of business .
  Took truck to second opinion and it's in fact the transmission and needs over 5000.00$ work to repair .
  Filed complaint with . Federal Trade Commission (#*********)
  And also a complaint to National Highway Traffic Safety (********).
  Also called to report a recall and am calling ***** corporate also so they know how their name and business is being run and viewed
  Basil ***** if Fredonia NY knew this truck had issues upon selling truck to a cancer patient and elderly person and upon sevel complaints directly tried to make more money on vehicle and not fix the issue to begin with

  

  Business Response

  Date: 09/09/2024

  Kevin, **** and her husband came in to get their vehicle diagnosed for an issue. When we explained that there was a charge for the diagnosis the husband became vulgar and abrasive with our team member. After swearing and being extremely loud they were both asked to leave and not to return here anymore.  We have gone above and beyond for them in the past.  I have attached an excel sheet with repair order numbers, miles, and dates regarding their concerns.  If you would like the customer copies I would be happy to provide them.  From January of 2023 until Aug of 2024 the harrowers have put 27,070 miles on the vehicle since they purchased it.    If you have any other questions, feel free to reach out.  Thank you.   Joe Basil III Basil Family Dealerships 

• Initial Complaint

  Date:03/16/2024

  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.

  Basil Chevrolet sold me a physically damaged vehicle. They never disclosed to me the damage in the sale or I would of never bought it. They sold me the vehicle at the end of December 2023 that had a cracked transmission casing and somehow the dealership missed it or overlooked it when they sold it to me. Around a month later my check engine light came on so when I took it in to get looked at they discovered the blunt damage underneath my car and the cracked casing. The damage caused the transmission to become wobbly which led to it becoming damaged. I was told that my car was badly damaged underneath and there is no way it could of been overlooked if the car was raised in the air. Also I was told it's dangerous and not safe to drive so I was offered a loaner car in the meantime. I contacted the dealership I purchased the car from right away and after waiting almost an entire month I was finally told they couldn't get the transmission covered by warranty but "to help me out" they said they're willing to pay half the cost of all the damages. I was quoted over $6200 in damages and ended up having to pay over $3000 out've pocket. It's not right that I had to pay for something that wasn't my fault and I want the dealership to be held accountable for what they did. Also I want refunded for the money I had to spend and I want people to be warned about them so they never have to experience what I went through.
  
  PS. I sent proof of my 2 month limited warranty and snapshots of the text messages I was having with the salesman who sold me the car with time stamps. I also sent a picture of my sales receipt proving when I messaged the salesman about the issues when it was in the shop it was still technically under 2 months so my warranty was still valid. They should of still paid in full and I shouldn't of been told that I had to cover the rest of the cost to replace the parts.

  

  Business Response

  Date: 03/20/2024

  ******,

  You took delivery of your 2021 Sonata on 12/13/2023 with 43,158 miles on it. Prior to the purchase of the vehicle, it was inspected by our service center , including the undercarriage and drive line mounts, which were all free of defect or damage at that time. You also test drove the vehicle with no issues or concerns prior to purchase,   After your taking ownership, you contacted the salesperson stating that the vehicle was having an issue shifting gears.  We arranged for ******* of Jamestown to diagnose the concern. According to ******* the vehicle was still under the factory warranty against defects from ******* motors.,  ******* of Jamestown performed a repair to a wiring harness that effected the shifting concern..  That was repaired on 01/25/2023 at 43,685 miles, which is over 500 miles since you made the purchase. .  On line #2 of Repair Order numbered ********, from ******* of Jamestown,  is an MPI Multi Point Inspection report that was performed on your Sonata when it was in for repair.  There was no notation of your current concern of a broken transmission mount.  When the vehicle was taken back to the ******* dealership, on 02/07/2024 at 43,966 miles , the Repair Order states that the Check Engine Light was on. The ******* dealership diagnosed the need for a repair and the broken transmission mount.  The ******* dealership stated this was not caused by a manufacturer defect, and it was caused by owner abuse of operation. The vehicle was driven 281 miles in between repairs at the ******* dealership, and almost 800 miles since you taking ownership of the vehicle.  The ******* dealer would not repair the vehicle under the ******* manufacturer’s defect warranty.  After you contacted me at the basil location, stated the cost of the concern quoted by ******* of Jamestown to repair the damage to transmission mount, I offered to reimburse you 50% of the cost as a business good faith goodwill gesture.  You accepted my offer, then filed claims for the remaining monies with the better business bureau. 
  
  It is in our belief you were sold a vehicle in good standing condition, and the concern of the transmission mount damage happened after you takin ownership from Basil, and after the first repair visit to ******* of Jamestown.  I think we have been more than fair offering the 50% good faith offer as well.

• Initial Complaint

  Date:01/10/2024

  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.

  I purchased a vehicle thru ***** back in February. It had several problems and was taken and fixed twice. Still had problems and sales men said I had to sign new paperwork so they could get paid for truck and they would fix again. Signed paperwork then was blown off and given the run a round for almost three months. I didn’t receive a call back or anything until I tagged them on posts on social media and negative reviews on ******. Then went to a sister dealer of there’s and was told the vehicle should have went to auction and shouldn’t have been sold on the lot. They then said they would fix it but never did so. I then filed a report with the dmv and told them and the dealer said they could do anything until they heard from dmv. They also asked because of miles on it and how long I had it if it was beyond lemon law. The dmv said because it was a problem since day one that they should still be acountable. The dmv has now been trying to get ahold of dealership and still has not been able to reach anyone.

  

  Business Response

  Date: 01/11/2024

  In regards to Mr. ******* complaint regarding his 2015 *****,  I played phone tag with ******** from the DMV for a few days.  I spoke to her on Dec 29th and also emailed her the information that she requested.  I understand Mr. ******* frustration.  At this point it is in the hands of the DMV.  Like him, I am waiting for a response.  I am not sure how he can claim that I was ignoring their requests.   

  Customer Answer

  Date: 01/11/2024

  The DMV decided there’s nothing they can do because said they fixed my problems which they only fixed one. They keep bringing up the cosmetics about the truck I’m not worried about that. I’m worried that the rear main seal is leaking, the electronic power steering needs to be fixed, the alternator is winning and that the water pump is loose. I had problems with this truck since I got it so much that they had to redo all the paperwork again for the loan 30 days after I bought it. Then once they told me they would fix the other problems but I had to sign paperwork so they could get paid is when they stopped calling me back and answering me till it was well past the time of the lemon law. They know they sold me a vehicle that should have went to auction.  
  
  Regards, 
  
  ******* *****

  Customer Answer

  Date: 01/11/2024

  I bought in February but have had issues with it since day one that they acknowledged. It has 120k on it. I have an extended warranty on it

  

  Business Response

  Date: 01/11/2024

  Mr. *****,In the initial complaint filed you stated "The dmv said
  because it was a problem since day one that they should still be acountable.
  The dmv has now been trying to get ahold of dealership and still has not been
  able to reach anyone."   and after my response stating the
  date that I spoke to the DMV, you stated "The DMV decided there’s
  nothing they can do because said they fixed my problems which they only fixed
  one."   I will be happy to get your vehicle in my shop,
  looked at and repair whatever is covered by your extended warranty.  I am also willing to cover cost of your deductible
  if there is one for the repairs made at ***** ********. You just need to make
  arrangements for the vehicle to be dropped off and left here for us to make
  whatever repairs are approved by the warranty company.  Please let me know if you would like to
  proceed.  Thank you.  

• Initial Complaint

  Date:04/06/2023

  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 4/3/2023 I went to Basil's in Fredonia to get my annual inspection done. I purchased my car from them (as I have two others previously), and so I get a free inspection. They called me to tell me that my car failed inspection due to a broken strut mount on the passenger side front. He started to tell me the cost to get it repaired and that it would have to be done soon since he had to order the part. He was telling me about $200 and I stopped him. I told him I have ********* and they don't take it. (found that out the hard way.)
  
  I got ********* because they were listed on their site as a garage that takes it. When I went in to get a repair done, they denied me service unless I paid them because they don't take *********. They have since removed their name from their site.
  
  I made an appointment with another garage to get the strut mount fixed so that I can get my inspection done.
  I took my car in on 4/5/2023 to a garage that would fix my car and takes *********. They called me to tell me that there was no broken part. There was no loose part. Everything was in working order. Every single mechanic and even the owner told me there was nothing wrong with my car. So I picked my car up, and paid for my inspection.
  I went back to Basil's to tell them that I caught them in a lie and they refused to admit it. All this over $21.
  Normally I would brush it off. But they were going to stick me with a repair that I didn't need. And they didn't care about that. If anything, it would have been nice for them to say, sorry to inconvenience you, let me refund you the $21.
  I told them I would no longer be going to their place of business to buy another car from them ever again. And they could care less.

  

  Business Response

  Date: 05/26/2023

  BBB spoke to Roger at the business and the following was relayed: Inspections fall on the mechanic and not the dealer. The mechanic has to determine what they deem is safe or not to protect their job. The warranty is no longer accepted here because *** ****** does not pay our labor and repair rates and they are difficult to get paid from generally.  

  Customer Answer

  Date: 05/28/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Roger initially wrote me off as someone who only comes in for the freebies. (as shown on the photo attached.) I have earned that "freebie" as he calls it by purchasing my car from them. This was my third car.   This wasn't the first time they tried to force me to pay for something I didn't need done. This was the last straw. If I did not have *********, I would have had to pay that money for something I didn't need done. I thank that company! When I took my car to the other garage, I told them up front that they said there is a problem, and told them where and to fix it for me. They were more than happy to help. Of course, they couldn't find it. And even the owner of the garage told me 100% there was nothing wrong. Roger treated me like I didn't know my head from a hole in the ground. Very condescending. The service person, Tyler, told me he looked at it as well and was 100% sure it was broken. And he would NOT back down.   I just don't want another woman or an elderly person or anyone who is not knowledgeable about their rights to get taken advantage of. I am glad I have *** ****** because they don't allow work done on a car that is not needed.   Regards, 
  
  *** *******