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:05/15/2025

  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.

  Chevrolet Malibu Gray 2021 was dropped off the week of April 7th 2025. When the car was dropped off it was dropped off for the sole purpose of fixing roaring/ vibration sound. Quoted over $4,000 to fix the problem. Price was adjusted to $3,200 due to just putting tires on vehicle in November of 2024. After told multiple times that the vehicle was fixed and paying entire balance in cash in full. I found that the problem I initially brought the car in for was not fixed. Dealership advised me to leave the car again which I did on May 2nd. On May 6th I was advised that the car was fixed again and that I could pick it up. This time being advised of transmission replacement on a 2021 vehicle that has been consistently and frequently serviced. Dealership clearly didn’t know what was wrong with the vehicle. Charged me $3,200 to fix it and never fixed the problem I initially brought the car in for. Manger was rude and stated they would not return any money to me and that I could pay to have them fix them transmission that they originally didn’t state was damaged. I believe White Allen never knew what was wrong with my car and seen a young man and decided to scam me.

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond to this complaint regarding a service visit involving a 2021 Chevrolet Malibu.
  The vehicle was dropped off with two specific concerns:
  A roaring noise while driving, and
  An illuminated S.E.S. (Service Engine Soon) light.
  After a thorough inspection by our certified technician and review by our Service Advisor, we determined the following:
  The roaring noise was traced to a leaking CV axle shaft, which was flinging grease and posed a risk to surrounding components. This repair was necessary to address the customer’s primary concern.
  The S.E.S. light was caused by a plugged PCV orifice, which was also corrected.
  The customer was initially quoted a repair cost exceeding $4,000. As a gesture of goodwill, and after factoring in that the customer had recently replaced the tires (though our team recommended replacement again due to wear), we adjusted the final total to $3,200.
  The customer approved the repairs and paid the balance in full with cash. However, immediately after picking up the vehicle, the customer returned claiming the original noise was still present. At that time, the customer became loud, confrontational, and aggressive. His behavior was so disruptive that an off-duty police officer in the customer lounge expressed concern and was prepared to intervene if necessary.
  Despite the behavior, our Service Manager remained professional and respectfully asked the customer to leave the vehicle for further inspection at no additional charge.
  After the vehicle was returned and reinspected, our team identified that the remaining noise was now coming from the transmission—a separate issue from the axle and PCV repairs. The transmission fluid was found to be frothy, which can indicate moisture contamination, potentially linked to the previous CV axle leak.
  It is important to note that diagnosing complex noises often requires a step-by-step process. The axle shaft repair needed to be completed first to rule it out as the source. Only after that repair was completed and the vehicle retested was the transmission issue confirmed.
  All repairs that were performed were necessary, appropriately authorized, and addressed the known issues present at the time of service. The transmission concern was not identifiable until after the initial work was completed.
  We strongly reject any suggestion that our team acted dishonestly or took advantage of the customer in any way. White-Allen Chevrolet is committed to ethical service and transparency. We also have a service history with this individual and their family that reflects repeated efforts to seek compensation or additional work beyond the scope of agreed-upon repairs.
  Given these facts, a refund is not appropriate. However, we remain open to assisting the customer further and would be glad to provide a competitive quote to address the current transmission issue, should they choose to proceed.
  
  

• Initial Complaint

  Date:05/29/2024

  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.

  On Nov. 29, 2023 my car was put in the White-Allen Chevy Dealership in Dayton, Ohio and was not fixed for  repair until Jan 24. Upon me picking it up from Peoria, Illinois drove it home and the oil was still leaking. There was bolt sitting under the hood which went in the new engine and the timing gears could have gone bad if I would have continued to drive it which I only drove it for 2 days before I took it to the oil dealership to have them checkout why it was 3 quarts low and it was oil flying all over the new engine that they just put in on Nov. 2023. I'm still not able to drive it.

  see Attached document
  

  Business Response

  Date: 05/29/2024

  We appreciate you reaching out to us regarding the issue you've experienced
  with your vehicle following the engine replacement service. Firstly, we want to
  extend our apologies for any inconvenience this situation has caused you.
  Upon reviewing our records, we confirmed that the engine replacement service
  performed on your vehicle was covered under your extended warranty. It's
  important to clarify that the engine supplied for the replacement was provided
  by your own extended warranty provider, and not by our establishment.
  Therefore, we meticulously followed the warranty guidelines and conducted the
  replacement service accordingly.
  It's worth noting that we take great pride in our workmanship and adhere to
  stringent quality standards. However, we understand that occasional issues may
  arise, which is why we encourage open communication with our customers to
  promptly address any concerns.
  Upon completion of the engine replacement service approximately four months
  ago, we did not receive any further communication or reports of issues from
  your end. As such, we were under the impression that the service met your
  satisfaction and the vehicle was functioning properly.
  In light of your recent complaint regarding an oil leak, we kindly request
  additional information to assist us in investigating the matter thoroughly.
  Specifically, we would appreciate receiving an invoice or documentation from
  the other dealer you mentioned visiting after the repairs were made at our
  facility. This will enable us to better understand the nature of the reported
  issue and determine the appropriate course of action to resolve it promptly.
  Please feel free to forward any relevant documentation to at your earliest
  convenience. Rest assured, we are committed to ensuring your satisfaction and
  resolving this matter to the best of our abilities.
  Thank you for bringing this matter to our attention. We value your continued
  patronage and look forward to the opportunity to address your concerns promptly.
  Best Regards,

  ***** *****
  
  

   

• Initial Complaint

  Date:03/20/2024

  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.

  I sent my car there for a new tire and my car windshield protector was knocked off. The staff and manager were combative and disrespectful and wouldn’t take responsibility for my car being damaged while under their care. They offered no resolution and blamed my vehicle.

  Business Response

  Date: 03/21/2024

  Thank you for bringing your concerns to our attention via the
  BBB. We understand that the integrity and safety of your vehicle are of utmost
  importance to you, and we appreciate the opportunity to address the issue
  you've raised regarding the window wind shade.

  
  Upon reviewing the details of your complaint, it appears that
  the incident occurred when your vehicle was in our care at our shop. We
  acknowledge that when vehicles are in our possession, we take every precaution
  to ensure their safety and security, which includes rolling down windows to
  prevent keys from being locked inside. Regrettably, during this standard
  procedure, the window wind shade detached from your vehicle.
  While we empathize with the inconvenience this situation may
  have caused you, we want to assure you that our intention was never to cause
  any damage. Rolling down windows is a routine and necessary step in our
  process, aimed at safeguarding both your vehicle and our operations. We believe
  that the detachment of the window wind shade was an unforeseen occurrence and
  not a result of negligence or mishandling on our part.
  

  However, in light of your dissatisfaction, we are committed to
  finding a resolution that satisfies both parties. We are willing to discuss
  potential solutions, If you were to supply a new shade we would install it at
  no charge for you.
  Once again, we apologize for any inconvenience this incident has
  caused and appreciate your understanding and patience as we work towards a
  resolution.
  Sincerely,

  ***** *****

• Initial Complaint

  Date:10/09/2023

  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 05-16-2023, my 2019 GMC Acadia was repaired due to a known GM issue with the shifter sensor. I noticed that the shifter indicator and the trim plate had what appeared to be puncture holes around the shifter, which were not there prior to my dropping the vehicle off for repair.
  
  Within 3 weeks after noticing the holes, I went back to service and showed one of the service advisors what I saw and proceeded to show a recent picture that I took of the shifter and trim plate prior to bringing the vehicle in for service. The service advisor did inform the service manager, who also looked at the shifter and console. It was indicated that this issue was going to be taken under advisement and I would receive a response.
  
  Since May, I have brought my vehicle in for oil changes and having the front brakes and rotors replaced. At each of these appointments, I have asked for a status of my issue. The only response that I received during the last 5-6 months was related to an open case with GM, which I submitted due to having to pay for a known issue. The GM case was resolved in July 2023.
  
  As of 10-08-2023, this is still an open issue.

  Business Response

  Date: 10/09/2023

  *** ********** our service manager just called and left a message for the customer to call. He thought the issue was already resolved and is committed to making the customer happy.