ComplaintsforChesrown Chevrolet - Buick - GMC, Inc.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 GMC Yukon from *** ***** in Jan 2022 and handed them over 16k check. Which *** made sure to let me know to be sure we spelled Chesrown correctly. Insulting. 8 months later and my car dies. I had my car towed to the dealership. The only communication I had was a generic text from **** in service and said call or text this number. I text stating, “I’m assuming this means the car has arrived?” And no response. They have had my car for 3 days and I was patient for them to look at it knowing they are short staffed. My service manager **** who’s I have never spoken with apparently was out of the office passing me off to *****. ***** told me I had a transmission issue and a leak and that they have a fantastic transmission they can be installed by Saturday for over 7k. I explained that was not acceptable being there is information on the internet to show this same issue is well known to GM with multiple class action law suits. ***** suggested I reach out to GM. I also asked for a trade in value for my vehicle. I called GM and received a claim # and was told they would need diagnostics from Chesrown. I spoke with ***** the next day and they had not touched base with GM yet. I made numerous calls between the dealership and GM with no resolution. My car service is being held up over a fax/email. No one returns call and you have to call multiple times just for someone to answer. I’ve left voicemail after voicemail. I’ve emailed *** ***** and *** ****. No response. I have yet to hear back from the Sales manager. Meanwhile I am Ubering to work and car less with 5 children. This is unacceptable.

  Business response

  08/22/2022

  Good morning,

   

  The customer came into the dealership on Saturday. We traded her out of the current vehicle , she is very happy with her new one and will continue coming here for services needed.

  Thank you,

   

  ***** ********

  Customer Experience Manager

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/18/21 we went to Chesrown and bought a 2017 ford escape and we were never told that he had already added an extended warranty onto the price of the car and the finance manager Ed Sheldon told us that the Warranty was included with the car he never once stated that it was an additional $2,995 for the warranty nor did we ever ask for extended warranty. He had stated it was included for no additional charge.

  Business response

  12/22/2021

  BBB COMMENT BY STAFF ****

  We make a salesman tell them up front. They go over every line and sign it. I've been doing it for 60 years. Its been addressed as far as getting it off of his contract. 

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a new Buick Encore GX, from Chesrown Buick on 7/10/21. In the beginning of Sept the check engine light came on. I called and made an appointment to get it checked out. I have had the car there 3 times and am scheduled for a fourth appointment. The same code is still coming up and they have given so many different stories. I have talked to the service, parts, customer service and can't get it fixed. The just keep having me bring it back and running a program that is supposed to fix it. The last time they worked on it the light came back on within 3 hours of getting the car back. At one point they told me it needed a pump that Buick was remanufacturing the design on. When I called back to make sure I was on the list for when the part came in. The person I spoke with told they had no idea what I was talking about.

  Business response

  10/22/2021

  BBB COMMENT BY STAFF ****

  The car has been repaired for the consumer. The vehicle has been fixed. 

  Customer response

  10/30/2021

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  I accept the business's response to resolve this complaint. The car was repaired.  Amazingly the part was available the day after I filed my complaint.  Thank you so much for your help, I believe I would still be trying to get my car fixed without your assistance.

  
  Regards,
  
  ******* *********

*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. ↩