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:03/01/2025

  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 25 Chevy Equinox EV in the last week of Dec at Ganley Chevy Brkprk and picked up the vehicle on 1/2/25. During the discussion of the sale the Sales Rep never brought up anything about a charge cord. A deal was agreed upon, just under 35K. He informed me that it would be an extra $495 to purchase the cord. I also asked how much of the range would the Heat Pump in the vehicle consume. He replied “ABOUT 30%.” When I took the vehicle home I opened the charge cord and it was a USED REPAIRED WITH BLACK TAPE cord (see attached picture) that I paid $495 for. I called the Sales Rep and he said he would replace it with a new one. I needed to drive back for replcement cord. After driving the vehicle in January I noticed that the Heat Pump was consuming about 55% of the range because about 45% was attributable to the actual miles driven! I called the Sales Rep about the CONSIDERABLE difference between what he informed me about the heat pump consumption of the range percentage. He informed me that 30% is “JUST AN AVERAGE.” I also asked him about the charge cord cost when I did some research on it and Chevy sells them for over $200 less when you buy a new car. He informed me that is only if you buy directly from Chevy. I also informed him that my driver door power window stopped working after only 150 miles! I had a meeting with the Sales Manager about these issues. He refunded me for the overcharge on the charger cord. The DRIVER power window stopped working on Jan 15th and wasn’t repaired until Feb 13th. I needed to go inside for drive thru fast food, walk down my drive to retrieve my mail and any other drive up services couldn’t be done. When I brought it in for repair they had it in for 2 hours and 15 minutes and didn’t have the part to fix it that day. This experience with the Sales and Service at Ganley Chevy Brookpark for a product that costs around 35K was an extremely unpleasant surprise!

  Business Response

  Date: 03/04/2025

  The following was the latest response to Mr.
  ********** customer satisfaction complaints.
  
  Your issue with the charging cord.  I explained the cord no longer comes
  as standard equipment with the vehicle.  It has to be order as an option
  when building the vehicle and it appears on the invoice as a $250 option.  It was not available to order from Parts at
  the time of his purchase, so we bought cords on **** for $495, so our customer
  who needed one would have the ability to buy one.
  
  Cords are not standard anymore, the Equinox can be ordered with one as an option
  for $250, if not ordered on the invoice it would be $450 from Parts as an
  accessary but this change was so new that the part was not available for anyone
  to order.  In the spirit of customer satisfaction, I reimbursed him the
  difference even though he would have not been able to purchase one after the
  vehicle is built for $250.  I thought this satisfied the cord issue.
  
  Battery range variance in cold weather. I believe I explained, in detail all of
  the factors that can cause wide variances in mileage range calculations due to
  how it is monitored in real time by the vehicle, low winter temperatures, remote
  starting of the vehicle to heat it up, use of the heating system, driving style
  and many other variables.  What you were told by the salesman at the time
  of the sale is what dealership personnel are told in their General Motors
  training.  An average mileage range is used because the range can
  fluctuate with the conditions, the driver's use of the heat, remote start,
  defrost, style of driving, short or long trip.  Your personal trip calculations
  were done during some of the coldest days we had this Winter (above average reduction in
  range) and analysis of your math did raise some possible inaccuracies that may
  have led to your feelings that what salesman was telling you was inaccurate.
  The mileage range exceeding the mileage driven
  in severe cold condition will be somewhat reversed in warm weather where you
  may see lower mileage range used then the actual mileage driven, again due to
  weather and driving conditions, especially if you use the one pedal driving
  that regenerates power through the braking process.  
  
  Driver side power window switch.  The
  vehicle is under warranty for the first 36 months or 36k miles.  A part or component may be faulty and may
  fail soon after purchase.  Our Service
  department is well equipped diagnose and repair any issue that may arise.  The time it takes to diagnoses a problem is a
  variable that cannot be quantified.  Our techs need to be thorough and
  accurate with their diagnosis of issue to limit comebacks.  Parts
  shortages or non-availability issues have been a problem for all manufacturers
  post-Pandemic and are beyond our control.  We do our best to expedite
  parts to minimize your wait time.
  
  Accusations of poor customer service.  Your salesman is an EV enthusiast,
  well trained on the features and benefits of owning one and doesn't resort to
  quick sale tactic.  He has a large repeat customer base, a nearly 5-star
  online review reputation and absolutely sell transparently with the goal of selling
  his customers over and over again. 
  
  Lastly, customer questions are normal and expected.  We train our staff to
  value the customer's time and to give them a features and benefits presentation
  on the model they either have selected or is best for their needs and
  wants.  They are not expected to read minds, talk endlessly on every
  aspect of the vehicle but rather, through many question and answer exchanges,
  try to inform the customer so they can make an educated decision to purchase
  their next new or used vehicle.
  
  A practice of avoiding topics that are important to the customer are not
  taught, trained or encourage.  This would have the opposite desired effect
  of our mission to be the neighborhood dealership or auto brokers for our
  customer's sale, service and parts needs for a lifetime. 
  
  Our shared goal of complete satisfaction was conveyed to you in our in-person meeting.
  I cannot extend a manufacturer’s warranty, I cannot go back in time to make
  your buying experience better, I cannot guarantee nothing will ever go wrong
  with the vehicle as long as you own it. 
  I
  promised you this, we will continue to address any and all issue that you have
  and service the vehicle with the goal of your satisfaction.

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:

  The Sales Manager didn't address the specific issues that I brought up with the Sales & Service at Ganley Chevy Brookpark.  Sales Rep not being UPFRONT about items for the vehicle (charger cord) during the sale, not telling the WHOLE TRUTH about the vehicle (heat pump). After giving me a USED REPAIRED with black tape cord for $495 the Sales Rep never offered to bring me out a replacement. When you need service on the vehicle you can expect long wait times (2:15 hours). I had an APPOINMENT for this service repair. Forgetting pick up appointment times and incorrect paperwork that you need to sign. I was informed that they would be at my house between 9:30 - 10 am., they forgot about it until I called, then finally came out at 11:30 am. The paperwork had incorrect dates and 10 more miles on the odometer than the paperwork which would have resulted in me paying for 10 mores miles than I would have driven because I had to sign a separate single sheet gas form. The Sales Manager in an email to me stated that my range increased by 18 miles because it was garaged overnight.  It was put on CHARGE overnight!  He also implied in his email that the actual numbers were 23.47% and 14.84% cold weather degradation which is totally contrary to what the Sales Rep stated to me AFTER  the sale of an average 30% degradation.  In the cold weather it would be HIGHER than that and the colder the higher!
  
  
  
  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:01/29/2025

  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 took my car to have work done, they called me and said that it was ready. I picked up my vehicle, and As I was driving home the car started smoking. I had to pull over and get towed back to their shop. However, they told me that they didn't repair it another shop repaired it and they don't know who? I'm stuck on the side of the road waiting for a tow! And they don't know who repaired my vehicle.

  Business Response

  Date: 01/30/2025

  The customer’s
  2011 Subaru Outback with 197k miles was towed into our Service Department.  Although we did not sell the vehicle, we are
  available to service any vehicle, if we have the expertise and the proper tools.  The customer instructed us to replace the water
  pump.  We wrote up a repair order to install
  a new water pump but upon inspection and research of the job we determined that
  we need to send it to our sister store, Ganley Subaru for this repair as the design
  of the Outback requires the replacement of the timing chain when the water pump
  is replaced and we did not have the proper tools to complete this job. 

  The Outback
  was sent to our Subaru store for the repair and once completed it was driven
  back to Ganley Chevy and returned to the customer.  When we were alerted of the break down by the
  customer, we had it towed directly to the Subaru store for an inspection of their
  work and diagnosis of the issue.  From
  that time on all communications were conducted directly from Subaru to the customer,
  we no longer were acting a point of contact with the customer for the repair.

  The vehicle
  is currently at the Subaru store and the customer is in contact with the proper
  staff to facilitate the repairs.

• Initial Complaint

  Date:02/14/2023

  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.

  As we reviewed our records 1st week of having the vehicle it was in service for what was said to be catalytic issues. The check engine light weirdly would come on and go off never showing a code. So we maintenced with oil changes every 3k miles and premium fuel. On Monday the Feb. 6th it showed the codes P0009 and p0017. Wednesday the 8th we had the parts repaired by the suggested codes. We were sadly told the timing chain more than likely had skipped a tooth. In disbelief we went to the internet to find 100s of complaints on this make and model of the traverse and the 3.6 engine.
  
  1. Why was it never recalled with so many failures of this engine?
  2. Why wouldn't the dealer know this is an issue to repair or replace before selling?
  {I talked to several Cleveland area Chevrolet Dealership mechanics whose response was never buy a 3.6 engine. The failure rate is high. Also told once it is repaired it will never run right again just buy an engine. Not great confidence coming from the people who service them daily.}
  3.Our company has had this vehicle barely 1 year. Locally driven in the Cleveland Akron area
  
  As an entrepreneur I understand we are all here to make money but my goal is always keep our clients coming back as clients. Never send out a product that could be defective or potentially harmful to the safety of your clients. Imagine the timing chains breaks and I'm in the middle of the highway?
  
  As an independent company I would love to see Chevrolet take some pride and ownership of this situation. We bought the Traverse hoping to get a few years of service. Instead we have been faced with a wrecking ball of issues that would devastate and stagger our mobility to service our clients.

  Business Response

  Date: 02/21/2023

  Ganley Chevrolet was not
  aware of Mr. *****s issues with his Traverse until receiving this
  complaint.  We have no record of the
  vehicle being service at our location after the sale, therefore we do not have
  any way of validating his issues.
  Mr. **** purchased an 11-year-old Chevy Traverse with 140,991 miles on it at the time of delivery,
  01/27/2022.  He was made aware of the Vin
  history (CarFax), the repair order of work done to get it safe for retail, the
  used vehicle inspection report detailing the wear of the tires, brake pads,
  wipers and battery and all other wear and tear items on the vehicle.  He was also made aware of our dealer, 1 month
  or 1,000 miles (whichever comes first) Limited Powertrain Warranty. 

  
  This is the normal and
  customary process that we do to assure the customer is aware that we have done
  everything in our power to make the vehicle safe for retail purchase.  Predicting what may go wrong in the future, a
  full year and 1,000’s of miles later is beyond our capabilities.  A model's history, tendencies or reliability
  reputation do not make it unsellable.  Automobiles will eventually wear out, major maintenance
  may be required when they are on the road for over 10 years and over 140,000
  miles.
  Attached are supporting
  document from the original purchase of the Traverse.   

• Initial Complaint

  Date:11/25/2022

  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.

  I dropped off a Schindler Elevator vehicle (chevy express van) 11/7/22-11/9/22 stating it was pulling to the right. I was told the repair had been made. Upon driving it home it was noticed that the vehicle still pulled to the right. The vehicle was dropped off again 11/21/22-11-25/22. The service writer told me the mechanic adjusted and road tested the vehicle. After leaving the dealership the second time it was noticed the vehicle STILL pulls to the right the same as it did when it was originally dropped off on 11/7/22. The dealership charged the fleet company (******) for an alignment. After 4 trips to the dealership and then having the vehicle for a total of 7 business days the issue still has not been resolved.

  Business Response

  Date: 12/02/2022

  In response to the alignment concern on the Chevrolet express van. After our alignment procedure, the specification sheet was within GM standards. It appears that there may have been some type of damage done to the right front lower control arm area. This could mean that the frame/suspension is out of factory specifications and would have to be measured and checked by a body shop with a frame machine. We do not have a body shop at our location. The alignment machine assumes the frame/suspension has no damage and makes it adjustments off what it reads during the alignment process. Our technician did test drive the vehicle and it does go down the street straight, however, there is a very heavy piece of equipment mounted at the far-left rear of the vehicle that actually causes the vehicle to sag to that corner. This extra excessive, non-balanced weight will definitely affect how the vehicle goes down the road depending on road conditions and weather conditions. As the vehicle bounces, it affects how the front wheels contact the road.

  We will be willing to recheck and reset the alignment on this vehicle with the heavy equipment removed and the cargo space empty at no charge. This will give us a true measurement of the wheel alignment on this vehicle as it was originally built before the add-on equipment was installed.

  We did charge the maintenance company for the alignment as General Motors doesn't pay for an alignment after the vehicle has been altered or had equipment installed to it.Tell us why here...

  Customer Answer

  Date: 12/04/2022

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The dealership failed to correct the issue. Our company has a fleet of 20 of these exact vehicles with a lift gate on the driver rear of the vehicle. None of the other vehicles  pull to the opposite side. With the weight of the lift gate on the left the vehicle should pull to the left not the right. The vehicle was dropped off noting that it pulls to the right. The vehicle was in possession of the dealership for 7 business days. I was told it might need to go to the body shop which obviously did not happen. If the technician had road tested the vehicle he would have known just as I did that it still pulled to the right before leaving the dealership. If further action was needed i.e. (frame straightening or a part replaced) it should have been diagnosed and repaired. 
  
  
  
  Regards,
  
  
  
  *** ********
  

  Business Response

  Date: 12/09/2022

  We feel it best at this point to refund the cost of the alignment back to the fleet company with no further repairs made. We looked at the alignment results again and the vehicle is within specifications. Our technician feels that the weight in that left rear corner is adding to the right pull concern. When weight is applied to the left rear area, it changes the geometry of the suspension affecting the right front. Also, being that there is a chance that the vehicle hit something on the frame or suspension, it should get to a body shop that has frame measuring capabilities to rule out this variable. We do not have that at our location.

  We can contact the fleet company that paid us and work out how to refund them. 

  Customer Answer

  Date: 12/11/2022

  Again our company in cleveland alone has a 20 of these same vehicles as part of our vehicles. I talked to other guys that have the identical lift gate on their vans and none of their vehicles pull to the right. I was told that my vehicle ganley was going to send the van to the body shop (which apparently didn't happen).  I will take my vehicles to another establishment from here on out. 
  
  
  
  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:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car ,2011 Chevy Volt to service on Saturday oct 15th because the steering wheel was off pointing to 11 O'clock. They performed an alignment and when I picked up the car the problem was showing even worse then initial. I called them back right the way and report my finding and they told me to bring the car back. When I came back the following Monday October 17 they refused to look again and start blaming other components on the car and want me to pay a diagnostic fee to look any further. Looking at the report of the alignment ,all they did was a toe in/out adjustment and they did not even touch the caster/camber adjustments that are mostly responsible for correcting the offset on the steering wheel. I told them that I'm considering to take the car somewhere else for a second opinion and if the problem gets resolved by doing a correct alignment ,I want my money back, but they refused to honor that.

  Business Response

  Date: 10/26/2022

  10/26/2022
  
  RE:  Complaint ID:  ********
  
  Per his
  request Ganley Chevrolet will agree to reimburse ****** ********* his cost for
  an alignment done on his 2011 Volt if he has an independent shop complete an
  alignment that fixes his off center steering wheel without overcorrecting or taking any element grossly out of factory specs. 

  
  The vehicle
  was put on the alignment rack for analysis on Saturday, October 15th.  The rack’s report showed both left and right
  camber and caster to be within factory specs, no corrections needed.  The toe in and toe out showed out of factory
  specs.  The alignment was done, adjusting
  the toe in/out but due to staffing shortages and unexpected walk-in customer volume
  that day, a staff member was not available to test drive the vehicle.  Once the customer called saying the steering
  wheel was still off center, the service advisor and customer agree the best
  option was to come back the following Monday for a return visit.  That service advisor was off on Monday so she
  turned over the account to a team member that was working Monday and could
  address possible corrective issues with Mr. *********.

  
  Part of the
  prep for the Monday return visit was reviewing the customer’s complaint,
  reviewing the alignment analysis, reviewing the vehicles CarFax history and
  consulting with the service manager.  Our
  team noted on the Vin history of the vehicle, an accident that showed damage to
  the left side and rear of the vehicle which may affect alignment corrections.  They also noted that new tires were installed
  at 81k miles and a four wheel alignment was performed on 02/11/2022.  This review of the history suggested that
  there may have been an ongoing alignment issue that may be rooted in other
  areas of the car and may need more diagnosis time to establish the root cause
  of the steering wheel being off center even after an alignment returned the
  vehicle back to factory specs.

  
  Upon arrival
  for his Monday service visit, Mr. ********* was consulted about our suspicions of
  greater issues with the suspension, frame or other factors that may be
  preventing the correction of the steering wheel being off center with just an alignment.  If another alignment is done and over
  correcting is done that is out of factory specs, may straighten the steering
  wheel but may cause premature wear on tires and other components under the car.  That is not an option that we would
  recommend.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car there for repair. I took it back 3 times for the same issue. The car is still not fixed. I paid 1607.00. I left messages and emailed the service manager and general manager and no one will return my calls or emails.

  Business Response

  Date: 10/13/2022

  Drivability complaints of mysterious noises are difficult to diagnosis and sometimes due to the age and mileage on the vehicle, some parts are found to be worn out, rusty or in need of lubrication and need to be cleaned, replaced or lubed to eliminate suspected causes of the noise.  It sometime takes several attempts to get to the root of the cause of the issue and can be frustrating for both parties involved.  We were the 3^rd service garage to attempt to diagnosis the issue, the prior 2 could not successfully detect the problem.  We apologize for the frustration that this may have caused Ms. ******* and we were dedicated to helping out with this issue if given the opportunity.

   

  Multiple attempts were made to contact Ms.  ******* on August 25^th via phone and text when she requested to talk to a manager.  Time stamped logs are attached.  We learned later that 2 of the three numbers on file were out of order.  Unfortunately, we did not attempt to call back, daily or use email, assuming that our voice mail or text message had gotten though successfully.  See attachment.

   

  Upon seeing a negative online review and this complaint forwarded to us, we had contacted Ms. ******* and apologized for her frustration with her issue with her brakes on her vehicle.  We had offered to re-look at any work we have done and help her diagnose her squeak issue.  She refused to bring her vehicle back into our Service Department, so we had no opportunity to help her resolve her issue with her vehicle.

   

  Her CarFax history shows that she took her vehicle to ******* **** and **** center on 08/03/2021 to have the brakes checked.  See attachment for copy of the CarFax.  A few months later, she returned to the same **** and **** center to get the brake pads replaced along with tires with an odometer reading of 108,979.  We suggested that her squeak, when braking issue may be related to her brake pads or rotors (may be aftermarket or GM Genuine Parts) installed by this private center and we had suggested that she visit that center for an inspection since she will not let us look at it.  This may have been one of the two garages that were previously unsuccessful at finding the source of the brake squeak but only Ms. ******* would know.

   

  On 08/04/2022 with miles of 116,195 she brought her vehicle in to Ganley Chevrolet Service with a complaint of a “creaking noise in the front end, happens at the last part of the stop”.  Our Repair Order document (******) show that the brakes were checked.  The possible source of the noise was detected coming from worn brake caliper pins.  We replace the front brake caliper pins and lube the slides.  A test drive was taken to verify the noise was eliminated.  Unrelated to the brake noise issue, at this same visit, the technician recommended replacing the front stabilizer links as they were worn and loose which could possibly be a safety issue if not address.  Also recommended was replacing the front engine cover gasket because of oil leaks that were detected upon inspection.  All of the work recommended was approve by Ms. ******* and completed.  The cost for the caliper pin replacement was $280.78.  The cost for the front stabilizer links was $316.82.  The cost for the front engine cover gasket was $855.91.  Repair Orders are attached.

   

  A second repair order was created that same afternoon after the vehicle was returned with the complaint of the squeaking noise when stopping returned.  The noise seemed to be coming from the front left side so the technician re-cleaned the left side caliper pin bore and test drove the vehicle to verify repair.

   

  Ms. ******* returned the next day, 08/05/2022 complaining that the brake noise had returned once again.  We re-check our work on the calipers and thought we could identify the source of the noise to the right front caliper. At no cost to the customer, we replaced the right front caliper and bracket.  Again, a test drive to verify the repair was done and the vehicle was returned to Ms. *******.

   

  Ultimately, we want our customers to be happy with their experiences so we have agreed to refund Ms. *******’s cost of the caliper repair as a good faith gesture.  Additionally, we have learned that she has taken it elsewhere to have the wheel bearing replace, with anticipation that that will take care of the squeaking issue.

   

  We hope that this will resolve her issues and by refunding her cost of repairs with us for this issue, we will consider this matter satisfied.

   

   

  Tim *******

  General Sales Manager

  Dir ************

• Initial Complaint

  Date:09/07/2022

  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.

  I went to ganley in brookpark Ohio to purchase a 2020 chevy traverse for $31,986 as advertised,and just as the deal was about to begin Michael informed that his manager has just raised the price to $34,341 they did not honor the price as listed in which I have a photo as proof. They changed the price instantly after I showed interest.

  Business Response

  Date: 09/13/2022

  Price changes are a normal
  and common occurrence in the life cycle of a trade-in at an auto dealership.  The vehicle goes online as soon as we close
  the deal and the price can be adjusted the next day due to reconditioning cost
  estimate increasing, unforeseen check engine lights, drivability issues, cold
  start issue that were undetected or any number of other recondition cost.  The timing of the price change and the
  presents of the customer in the dealership is a coincidence and not an attempt
  to raise the price for a select customer who has interest in purchasing.

  
  In this case, the vehicle
  was taken in at our main dealership location on Brookpark Rd and the customer
  was at our satellite used car operation (****** Auto Sales) that is located
  about a half mile up the street on the corner of ********* Rd and ****** St.  The Traverse was off the property in a customer’s
  possession at the time, the price was increase in response to the
  reconditioning estimate changing and additional research done on the market
  value done during the 1st day that it went online, for sale. 
  Attached is the vehicle log
  showing the time line of price changes for this vehicle.  The sales manager that was involved in taking
  the vehicle in is responsible for researching and adjusting the retail
  price.  In the case, the manager
  adjusting the price was located at the main store while the customer interested
  in purchasing was at the satellite store, neither party knowing that there was
  mutual interest or activity on the same vehicle.

  
  We have made several attempt
  to contact the customer regarding this issue, to offer flexibility on pricing
  if they are interested but without success and the customer has opted out of
  texting and emailing so we are honoring their request of no contact.

  Customer Answer

  Date: 09/13/2022

  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.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I stopped at the satellite location by mistake. This is not where I was looking to do busies.the salesman at the satellite location insisted on going to the main location to get the car. I had to tell the salesperson several times that I would just drive down to the main location myself.as soon as I let the salesperson I was interested in the traverse, he did everything he could for some reason to try and not allow me to drive to the main location myself to inquire about the traverse.once at the main location, the salesman , which insisted for some reason to be there when I was to inquire about the traverse was quick to disappear off into the back to talk to the sales manager. It was then he informed me that the price had mysteriously been raised on the traverse. I do feel that maybe because I didn’t have a suit and tie on that maybe they thought I couldn’t afford the vehicle and didn’t want to be bothered with the time it would take to look, or it was possibly a bad sales tactic to get me to pay more.I should have been sold the vehicle at the price it was when I arrived regardless and this is the reason I believe the bbb needed to be contacted. This is a shady business practice and people should be informed that this has happened at ganley brookpark before considering driving an he away to buy a vehicle at a stated price. Ganleys  response is inaccurate, I stopped at the satellite location by mistake and simply asked the salesman if there was a bigger location somewhere. He was very pushy, he was told several times I would go down to the main location myself, he for some reason insisted he go get the car or go to the main location with me. Ganley is now interested in adjusting the price because they were called out on there shady tactic. This is why I have opted out from any contact from ganley.I will not do business with ganley ever again and I will let as many people as I possibly can know about this. I have since purchased a vehicle and no longer want the traverse. I just want people to know about ganley brookparks a shady tactics so they don’t get ripped off by these guys jacking the price up at the last second. This is wrong, it’s bad business and it shouldn’t happen to honest people who need a vehicle. At this point, I’m not looking out for myself, I’m looking out for everyone that sets foot in ganley brookpark so this doesn’t happen to them.
  
  Regards,
  
  
  
  *** ****
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 09/15/2022

  Upon hearing of the customers issue (BBB complaint) we immediately attempted to reach out to him to offer a resolution that would satisfy him but he never answered and choose to opt out of any further communication so we have honored that request.

  This customer is not asking for a resolution and has made his purchase of a new or used vehicle.  We apologize for the situation that lead to the consumers perception that the price was raised when he showed interest but the reality is it was coincidental.  

  As we stated in our original response, the timing of the price change and the presents of the customer in the dealership was a coincidence and not an attempt to raise the price for a select customer who has interest in purchasing. 
  

  Pricing of the used car inventory is fluid and a dealership has to be aware of market changes, gas prices, interest rates and supply and demand of the individual models on a daily basis and react accordingly.  The vehicle in question was automatically saved by computer software that communicated with the dealership operating system. When the deal is booked and finalized in our business office the appraised price of the trade automatically goes online not only on our website but on several third party websites that we use.  That saved price was well below the current market value and as part of our normal daily processes, all trades from the previous days business were evaluated and re-priced accordingly, including this one.  This vehicle was on the internet for the first time at 9:35am that morning and the price was adjusted that afternoon after a used vehicle inspection report and market review was conducted.  

   

   

  Customer Answer

  Date: 09/15/2022

  [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. 
  
  May I suggest to the business (Ganley Brookpark), regardless of whatever methods you use, you honor a price as it is when a customer arrives.Whether coincidental or not, the price the vehicle was when I arrived is what you should have sold the vehicle for and that should be the same for every customer that walks through your door.Whatever a vehicle is priced at on your website, you can surly sell the vehicle for that price and turn a profit. What you did to me is wrong and should never have happened.next time a customer walks through your door.. don’t judge a book by it’s cover, I could have bought any car on that lot. I wasn’t wearing a suit and tie, but I shouldn’t have to in order to be treated properly.All responses from this business we’re nothing but excuses to cover up the best they could that they bumped up the price to try to get me to pay a bit more. Didn’t work this time! Every now and then people will call you out on what your doing and I hope more people do in the future, and ultimately maybe you’ll start being more honest and respectable to customers in situations as this one and honor the prices you post on your website.
  
  Regards,
  
  
  
  *** ****