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:06/07/2025

  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.

  I bought a2023 ********* **** on 5/16/25 agreed to amount price truck finance and so on.price was were I wanted total. Three weeks go by and they never paid off trade in. I called said problem with bank did not go alone with contract.said they made mistake on form put numbers in wrong boxs.told me needed to sign new one.they brought it to me at work did not have both to compare with me.ask rep said none number changed that they were just in wrong place.after signing sec one .got home looked at both contracts and found that I was plaid .first contact I agreed to was 22000 less then the sec one they brought me to sighn.i already had truck 3 weeks my trade in was gone .think I was played from the start.told me amount that was good then changed after 3 weeks.any one alts had this happen in Pulaski bob johnsons?

  Business Response

  Date: 06/09/2025

  To Whom It May Concern, We are writing in response to the recent complaint filed by regarding the purchase of a 2023 ********* **** and the associated financing and trade-in process. After reviewing the details of the complaint, we have determined that this matter does not pertain to our business, Bob Johnson Chevrolet , **** **** ***** **** * ********* ** *****. The transaction described by the customer appears to involve a different dealership—specifically, a location in Pulaski that is part of the Bob Johnson Auto Group, which is a sister company to our own.  While we are affiliated under the same parent organization, each dealership operates independently and handles its own sales, financing, and customer service processes. We have no record of any transaction involving the customer, nor have we sold or financed a 2023 ********* **** on or around May 16, 2025. We respectfully request that the Better Business Bureau close this complaint against our business, as it was filed in error. We encourage the customer to contact the correct dealership directly so their concerns can be properly addressed. Thank you for your attention to this matter. Sincerely, Robert * ****** ***Executive Manager

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 **** used **** **** for bob Johnson certified. Brought a check from my bank. Check was cashed on 12/29/24 and still have no title and I can’t get plates. Grant ******* told me in March that he was going to over night my title to the DMV near me and then about 10 days later I called grant to see where everything was as nothing made it to my dmv and grant says that this is the first time hearing about it and that he is busy all day and hung up on me. I recorded him as there was problem with my paperwork and he fudged the numbers and they didn’t add up correct and he blamed it on the system. State of NY needs to look at Bob Johnson Chevrolet and Grant ******* as it’s just bad business. Grant ******* has lied and hung up me and won’t fix the problem. Going on 4 monthes and can’t drive my dump truck for my company and lost a lot of money.

• Initial Complaint

  Date:11/26/2024

  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 purchased the car in September of 2024 I have had to take the car back numerous times since then they sold me the car knowing that it needed brakes and tires rotors and pads complete. The car also has lights coming on and a dead battery fab on the day of pick up. Not to mention that they mailed me a registration that expired 15 days later I still have yet to have a call or return call about the registration, the brakes that they put on are now Rusty and not 4 weeks old the service guy got nasty and hung up on me and will not fix any of the issues that I'm having with my car. He states that he paid for the rotor and pads and that it should not be an issue. I would really like to speak to someone over the guys on the floor because I can't get anywhere with them. I'm sure I paid for a registration with them and still had to pay again so that I could drive my car knowing that they will not call back. This purchase happen at the West ridge store in Rochester

  Business Response

  Date: 12/10/2024

  Kevin, I have reviewed the customer's complaint and would like to provide the following clarifications: Key Fob Issue: According to our records, this issue has been resolved. Registration Fee: The fee paid for registration was for the transfer of plates from the old vehicle to the new one. This is not an overcharge, and it is my understanding that this has already been explained to the customer. Light Issue: I am willing to arrange for a certified technician to inspect the vehicle, determine the cause of the light issue, and decide on the appropriate course of action. Please review these points and let me know if any further action is required. Best regards, Robert S****  Executive Manager

• Initial Complaint

  Date:11/20/2024

  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.

  11/14/2024 I had an 8a.m. service appointment with Bob Johnson GMC Buick ***** **** **** ********* *** *Henrietta ,NY 14467.. 1pm that day noone had taken my vehicle in to check problem. the vehicle was finally in the shop and they had trouble identifying problem with Inntellilink... They ended up keeping my vehicle all weekend. I had to rent a vehicle so I could get to work the upcoming week. I was told on 11/18/2024 my vehicle would be ready for me..11/19/2024 I got a call from service rep. that the part is they need is hung up in the shipment. I was told vehicle will be done on 11/20/2024... Im writing this complaint still with no vehicle... Im not confident it will be fixed... I spent $300. + for the rental... Bob Johnson south is charging me $100. deductable because the work is under a warranty I bought when I bought the vehicle.. Id like to be reimbursed for this money.. Bob Johnson south has already denied any reimbursement.....They have had my vehicle for 7 DAYS !!!!!!!!!. the part could have been over night shipping to expedite this situation...

  Business Response

  Date: 11/21/2024

  We have contacted Mr ***** and agreed to reimburse him the 300 dollars that he paid in rental expense. We have also provided a vehicle for him while his repairs are being completed. If you need any additional informations please contact me at *************************** 

• Initial Complaint

  Date:10/14/2024

  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.

  Purchased Vehicle from Bob Johnson, Pulaski N.Y. August 9th, 2024. After purchase the trunk lid would not stay closed and the hood release looked to be pulled back (out of place). Returned (same day of purchase) to the dealership and the trunk release was unhooked to stop the lid from opening upon its own. The parts (latches) were ordered by the dealership, 30 days later the latches were replaced by Bob Johnson.
  Due to the obvious issues being overlooked by the dealership on the latches, I contact ******* ** ***** ******** for a complete vehicle inspection. Items found on the inspection at ******* were reported to the dealership, received no action or date for scheduled repairs. Items found on the ******* inspection High Pressure fuel pump causing motor to overheat, air conditioner compressor leaking oil and refrigerant, no oil change sticker was installed (indicating lack of vehicle maintenance and prep by dealer, cabin air filter needs changing, Brake fluid needs to be replaced (scheduled maintenance every 24 months), Cracked water pump pulley, 3 of 4 tires are worn to the wear bars. ******* inspection includes pictures to support findings. I have contacted several of the representatives of Bob Johnson numerous times at the ******* ***** dealership, without receiving a call back to address the necessary repairs. The car overheats and is has been undrivable for over 3 weeks.

  Customer Answer

  Date: 11/08/2024

  The consumer reported to BBB that the problem has been Resolved.

• Initial Complaint

  Date:09/30/2024

  Type:Order 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 leased a 2021 ********* on 10/21. My lease ends this month. I was told when I initially leased the vehicle that a sales rep would be available at the end of the lease to either assist me with another lease or buy the vehicle outright. I've contacted the dealer several times regarding a buyout on my truck bc prices on used vehicles has taken a serious decline as of late. Not 1 single employee in the sales department is willing to assist me with my buyout. My credit union is requesting a buyout package from ** which I have attempted to retrieve from Bob Johnson Chevy in Pulaski Ny. They have no interest in my intentions. 1st and foremost I am not using them for financing. Secondly I have no interest in a new lease. They've breached their promise to me. They've breached the agreement we made when I initially leased my *********. Their deplorable business actions or lack of is a better word is a very poor and unprofessional way to conduct themselves. There are details for a dealership to conform to. They have not lived up to their business standard. Now I must present the info I have to another ** dealer to hopefully get the answers I am searching for in order to purchase my *********. Fair business should be the standard this dealer should stand by. Their cooperation regarding my situation is nil. I'm also referring to a vehicle with a retail value of over $50000. That is a substantial amount of money for the average consumer. Nobody has the right to initially make a deal with a customer and then refuse to acknowledge them JUST because the choice I've made is NOT the one they were anticipating. I am entitled to proper representation by the seller under contract which has been ignored repeatedly. Hence my decision to write you and formally complain about my predicament. Thank you.

  Business Response

  Date: 10/01/2024

   To Whom It May Concern, I would like to clarify that the claim in question does not pertain to my dealership located at **** **** ***** **** ********** *** ***** The appropriate dealership for this claim is Bob Johnson Chevrolet in Pulaski, New York. That being said, I am committed to assisting the customer with their request, which is straightforward. Although the process can be somewhat cumbersome, especially when the customer arranges their own financing, we are prepared to provide the necessary support. Before receiving this complaint, the customer had already reached out to one of our senior managers, who has attempted to make contact but has not yet received a response. I am confident that once communication is established between the customer and our manager, the issue will be resolved promptly. While I cannot speak to the shortcomings of our sister store, I take full responsibility for the customer’s poor experience and am eager to rectify the situation. Thank you for your attention to this matter.  Robert *. S**** *** 

  Customer Answer

  Date: 10/07/2024

  I no longer have the corresponding emails. I must have deleted them. My emails were pertaining to ****** ****** @ ** *******. She continued to neglect my request for specific questions I had regarding my lease buyout. I did receive emails from Mr. ******** and Mr. S**** from Bob Johnson corporate. These gentlemen offered their assistance with my dilemma and were willing to assist me. In the interim I contacted ***** ***** @ ******* ***** ** ******* ******* I thought dealing with the BJ dealership was no longer a good option for me. ***** was very knowledgeable and helpful. I realize that the situation with BJ Pulaski will not get resolved bc of their ignorance and inability to perform their job the way I was initially promised. At this time I really have no intention of persuing any recourse against BJ Pulaski. There's nothing I can do to change their business practices. My best option now is to completely avoid them. I will never do business with them again. I truly appreciate your assistance in this matter. I'm sure I have gained a bit of notoriety albeit negative from BJ Pulaski perspective. Idk what more I can do. Hopefully BJ Pulaski will treat loyal patrons better in the future. Thank you. 

• Initial Complaint

  Date:04/19/2024

  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.

  Purchased 2021 ***** *********** on Feb 12,1024
  Just bought a new car 2 months ago needs a new turbocharger. On the phone with the manager and tell me it should be ok to drive but if it keep going into low power stop driving and bring back. I asked well how many times should lower power be coming on. Service manager says well maybe 2 times a day or once day not sure can't predict the future or I would play lottey. Ask if they can put in writing u telling me ok to drive so I don't get blame if more damage done. They wouldn't give me in writing. Manager said just leave you car then but don't know how long it would take. We have nothing to give u to drive. You will just have to wait. Could be next week or in a month. Terrible business practices.

  Business Response

  Date: 05/09/2024

  The customers vehicle is repaired and she has possesion of it.  

  Customer Answer

  Date: 05/10/2024

  Bob Johnson Chevrolet has satisfied my complaint and fixed my vehicle.  Ty

• Initial Complaint

  Date:03/04/2024

  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.

  In June of 2020, my husband and I leased a ***** ******** through Bob Johnson Chevrolet. We opted for the **** ******* which included brake pad replacement as well as cosmetic paint touch ups. In the spring of last year, my car was in for service at **** **** ***** (in Williamsville) and was told I needed new brake pads on rear and possible front relatively soon. I called Bob Johnson to determine how to use the **** *******. I was told to call a number (based in Florida). When I called the number, I was told the dealership never submitted paperwork to have our car covered. The company tried to find our package based on name, phone number, VIN and nothing could be found. I called Bob Johnson dealer and left a message for Mike B***** I never received a call back. I called twice more, and then spoke with the woman who manages the sales floor. She told me to leave an additional voicemail for Mike and she would also email him. I have never heard any response. I’ve had to have both front and back pads replaced, which totals over $1000.

  Business Response

  Date: 03/11/2024

  Left a message for the customer on March 11, 2024 at 10:00.  Robert S**** 

• Initial Complaint

  Date:02/23/2024

  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.

  My insurance paid out 10.000 dollars to fix my vehicle and still have the same problem every thing on the right side front wheel was not repaired correctly every thing on the right front wheel was supposed to be brand new when I first brought it in the right front wheel was all damaged underneath they even had to put a brand new tire on the front right side they supposed to have did a linement the car started acting up like it wanted to go its own way I almost lost my life in the car it started going in its own direction so from hitting other cars had to go near a curve and it slightly rub up against the curve and then I preceeded to get out the car to check my right front tire the tire did not bust but it was shifted back on the panel so I was lucky I was near my home **** a hard time to try to get it in my driveway every thing was supposed to be brand new on the side that they fixed the tire shouldn't have shifted back that easily it didn't hit the curve hard at all it slightly rubbed up against the curve so all I'm asking that can they please repair my car the right way I shouldn't have to pay for anything all I'm asking is that they correct the issue I also think that they over charged my insurance for 10.000 dollars so if someone can kindly reach back out to me at ************ ** ************ I just want my car fix the correctly way please someone call me as soon as possible I've been getting cars from you all since 2015 I never had a issue with you all until this happened I want to thank you all for help

  Business Response

  Date: 03/11/2024

  To whom it may Concern,  The complaint refereneces a few things that dont make sense.  1.) The vehicle was never serviced at Bob Johnson Chevrolet, the complaint is lodged against Bob Johnson Chevrolet though.  2.) After some research I found the vehicle was repaired at a facilty we now own, however that is a completely separate business entity. Attached are pictures of the vehicle prior to the repair. The repair was focused in the rear of the vehicle, not the front. 3.) The repairs alledged in the email don't correspond with the damaged area. In fact, the complaint doesnt offer a clear depiction of what actually is wrong with the car today, some 3 years later after the repair.  I think the best course of action is to bring the car to the facility and have it evaluated. This offer doesnt imply we will be offering financial absorbtion of the repairs. The other course of action that could be done is the customer could contact the insurance carrier who paid this claim for a supplemental claim.   Sincerely,   Robert A. S**** Executive Manager 

• Initial Complaint

  Date:12/21/2023

  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.

  Last week I purchased a used vehicle. Upon leaving the dealer lot I noticed a small crack in the windshield. Immediately went back inside to address the issue. I was told by the sales representative that an employee from the service department will be following up with me to schedule a time to repair the crack. Days go by and haven’t heard from anyone. As a result I contacted the sales representative that sold me the car to get an update. Again get the same response that someone will be contacting me. Still haven’t heard anything back. This situation is becoming frustrating as I keep getting the runaround from employees from the dealership. The crack on the windshield was not something I caused and I shouldn’t have to go through my insurance to fix this.

  Business Response

  Date: 12/28/2023

   

  Its my understanding the customer has an appointment to have this resolved. Delays were due to holidays vacations. Please advise if any additional help is needed.

  Thank you, 

  Robert S****