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:01/03/2025

  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 bought my truck in 08/2022 from the *** Howard used car lot. I brought my vehicle to the *** Howard ******************** (10/2022) to fix a low oil pressure issue I was continuously having. The first time they had it they said they replaced the oil pressure sensor. After that visit I had brought the vehicle in 5 more times (11/2022, 12/2022, 03/2023, 05/2023, and 07/2023) for the same complaint within the year of first getting the truck. All of those dates were within the extended warranty period, if any issues were found, they would have been covered. They either replaced the sensor or could not get the problem to show up. After the 07/2023 visit, the issue became more spaced out. I brought the truck back 10/2024 due to the low oil pressure issue coming back more often and now have a check engine light for the cam sensor. This was the first time they asked for my permission to open up the engine to further troubleshoot. When opening up the oil pan, they found a stuck lifter and damaged cam. The mechanic deemed the motor "not useable" and recommended replacing the motor. Now that the service department waited so long to troubleshoot the oil pressure issue, I am stuck paying for a truck that I can't drive and the extended warranty has now expired. Also, after having the truck towed back to my residence, I discovered that they left parts to the engine in my back seat (in a plastic bag) instead of reinstalling them back on the engine. After speaking with the service manager about the warranty expiring, he informed he would reach out to the warranty company to dispute the coverage. After a couple of weeks of emailing and calling the manager, I was finally told that the warranty company denied the coverage despite me sending in all my receipts from all the maintenance I had done. I was never given a denial letter or email confirming this information. I shouldn't be held liable for a failure that could have been prevented earlier on when the issue first occurred.

  

  Business Response

  Date: 01/27/2025

  This customer purchased this vehicle with ****** miles from another store. The vehicle was brought in  to us on 10/28/22 @ ****** miles.  Oil pressure gauge display low. Code p0521.  The oil sending unit was faulty. Replaced. Customer returned 11/10/22 @ ****** with same concern. We could not duplicate the concern. Vehicle returned 12/12/2022 @ ***** with concern. Duplicated. Code p0521. Oil pressure read on a manual gauge. Sensor was faulty. Replaced sensor. Customer brought back again on 3/27/203 @ ****** and could not leave vehicle and was to return. Customer returned 5/3/2023 @ ****** with DTC of p0521 again. The P0521 code is an engine diagnostic trouble code that indicates an issue with the oil pressure sensor. Replaced faulty sensor again. Customer returned 7/26/2023 @ ****** and could not duplicate any problems. Up to this point the codes were for a sensor only and pressure was in specs on a manual gauge. No other issues. No reason to tear engine down. Customer returned 12/14/24 ****** and 5 months later) @138,263 miles (48,489 miles later) with a oil pressure warning on the dash and engine noise. Removed pan to find camshaft lobe damaged. This is a new issue and not part of the electrical sensor issue customer had in the beginning. Dealer contacted extended warranty company on customer behalf and they declined repairs. Dealer also submitted to ************** for assistance on customers behalf and they also declined.

   

  Customer Answer

  Date: 01/31/2025

   
  ********** ********
  
  I am rejecting this response because: The representative at G.M. told me that replacing the Valves for the ****** system should have been recommended by the service department since it is a common fail with that engine. That was never suggested to me at anytime even with me asking if there were recalls. The reason why it took a year to check out the problem, was due to the check engine light and error message for the low oil pressure only coming on periodically. The check engine light and message wouldn't stay on long enough to take it to the shop. I was told to bring it back when the light stayed on so they could diagnose it. I brought the truck back in 10/2024 because that is when the messages and check engine light stayed on. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/02/2024

  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.

  Date of transaction: June 29, 2024 Amount Paid: ******* What the business committed to provide to you: Diagnose and resolve the issue.What's the nature of the dispute: Issue was not resolved, the business diagnosed the rear differential as the issue and the problem is still there. Was told by service ***** *** that the issue was the transmission after they said it was the rear differential and charged me to repair it. Took vehicle to a transmission business for a 2nd opinion and was told by them it was not the transmission but had to do with the rear differential.Whether or not the business tried to resolved the problem: They did not resolve the problem but wanted to charge me more money for an issue that should have been resolved.

  

  Business Response

  Date: 08/05/2024

  Customer brought vehicle in with a concern of loud humming noise on take off and then stop. Vehicle had noise from the transmission and noise from the rear differential. The rear differential was also leaking. Primary noise appeared to be coming from the leaking differential. Performed repair and the noise from the transmission was still there. The noise from the transmission turned out to be the louder noise. Customer was offered the second repair at our cost. Either repair could have been completed first and the other noise would still have been present. Customer declined to have repairs completed with stated discount.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 08/12/2024

  Customer had more than one issue. Noise from both the transmission and the differential. If the customer is stating that the noise is still coming from the rear differential then we will be happy to address that at no charge. If it is the transmission our previous offer still stands for repairs to be offered at our internal cost. 

• Initial Complaint

  Date:07/15/2024

  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 had the engine light come on and lost engine power on our 2023 Chevrolet Equinox this past Saturday, July 13th 2024. I was close to the dealership and pulled into the service **** at 4:40 pm. The advisor told me the techs were gone for the weekend and to come back Monday morning (July 15th). FYI: We had this same problem in ************** less than a month ago; that GM dealer said it was the fuel pressure regulator and didnt have the part and didnt know when they could get it. My husband and I decided to return home anyway since the engine light had gone out the next day (we thought it may have been a vapor lock).I was at Bob Howard Chevrolet in OKC @ 7 am this morning and, again, the engine light had gone out on Sunday and car was performing. So now I am told that the engine light needed to be on and they couldnt help me. The service advisor did check the code and it showed the fuel pressure regulator was the issue again - the same code the ** GM dealership received. I called the service manager when I got home and Mr. ********************* said the engine light needed to be on because they couldnt just throw parts into the car hoping it would fix the problem and the dealership wouldnt be reimbursed for the warranty work. Do I need to drive the car through the showroom window to get this fixed? Just kiddingI bought this car for it to be reliable. Checking the internet, apparently this has become an issue with the Equinox. If GM knows it is an issue, surely some other dealership has figured it out what it takes to fix it. Our car is still under warranty - are they waiting until I have to pay for the job? We love GM products but I guess after buying two trucks and this car isnt enough for *** Howard.

  

  Business Response

  Date: 07/15/2024

  We are at the mercy of ************** for approval of warranty work on cases such as these. Service manager will be in contact to schedule an appointment and provide a loaner once one because available.  We are very backed up in service however we will it a priority to get this customer taken care of. Sorry for the inconvenience. Completely understand frustration and we will do our best to make it timely for everyone. 

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

  General Manager. 

   

• Initial Complaint

  Date:05/08/2024

  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.

  My check engine light come on. Made an appointment to have it checked out at *** Howard Cheverolet (3/19/2024). This car was a 2018 ***** Equinox under 66K miles on it and never had any issues. Received call from ***** said the issue was out of warranty by 5-6K miles. **** that the timing chain was broke and needed replaced. Parts were ordered and after further investigation they recommended that the whole engine be replaced. Stating that there was metal in the oil. So possibly more engine damage. Wanted me to buy a new motor estimated at 8K, **** I could get a used motor installed for 4K. When I stated that I was not financially able to buy a new motor at this time, A mention of them purchasing the vehicle to at least help me pay off my loan. At which point I spoke with ****** who stated that a quote of 17K for the car. but needed to do a final look at the car. After which he come back and stated 14K - cost of the new engine. leaving 6K for the loan, leaving me to pick up the other 2K. when asked about the 17K he says no that is what we could sell it for. (SMH) - Initial repairs were completed and I picked up car. Drive less than 2.5 miles and had to call a tow truck to get car home. $1495 in repairs + $120 in tow cost. Called BH and no one responded. Called to talk to *********************************, Service Manager and even left message with no response. Waited 2-3 weeks (4/10/2024) and called again this time spoke with ******, who said he would take my number and call me back and make it right. It has been almost a month since the last contact with BH and no one has responding. The car was drivable to the service center and was not after said repairs. It would be nice to have been wrong about this business, as many others have told me not to do business with them. I should have heeded their warnings.

  

  Business Response

  Date: 05/11/2024

  Customer brought the vehicle in with a check engine light on and running rough. Diagnosed the timing chain had jumped a tooth. Called GM and got assistance with the repair. Customer portion $1495. Customer agreed. Once vehicle was torn down we found metal throught the engine. Recommended to the customer that a motor be replaced. The customer declined and requested that the vehicle be put back together. We explained that we could replace the timing chain and associated parts but that it may not run. The customer stated that he would take that chance and that he could not afford to put a motor in it at this time. When the vehicle was put back to gether the customer was told it was done but that it was still not running well and should not be driven this way. The customer still came to pick it up. Customer was advised at pick up again that it was not repaired and needed a engine. Spoke to the customer 5/10/24 and let him know that we would tow it to the dealership and take a look at it. 

  Customer Answer

  Date: 05/13/2024

   
  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.
  *** Howard has agreed to have the car towed at their expense and checked out. Was originally set to pick up car on Friday 5/10 but called back to pick up 5/13. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/09/2024

  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.

  8/31/23 I went to the dealership about my check engine light being on. I was told theyve done a multi point *********************** was green and needed no additional services.My truck didnt start actually sputtering & cutting out until the end of November.I took my truck to the shop on 12/8/23 and I mentioned it to the advisor about the sputtering & made a appointment for my truck to get check out on 12/15/23 cause it couldnt get seen til then. My truck was dropped off 10:19am.I called when I got off at 4:15pm to get an update and my service advisor ************************* was not available at the ******** was told that my truck hadn't been seen. I told whoever I spoke with that I was just going to come pick up my vehicle. I was told that theyll get it looked at Saturday morning. I said Ill call in the morning to check. Saturday morning around 9:00 I called and ****** was busy & that a message will be left for him to give me a call. At 12:16pm I received a call from ****** but I wasnt able to answer at the time, so he left a voicemail which I uploaded..The voicemail stated that the transmission tech wouldnt be able to get to my truck til 12/18/23 and that I needed to leave it at the dealership.I called back and asked if there were any courtesy cars that I could drive since I would be without a vehicle for the weekend, but they were all loaned out. 12/18/23 I called between ****pm he told me that I needed a torque *************************** had already checked to see if the extended warranty would cover it but it doesnt.So when when I got off I went to pick up my *********** asked for a repair statement.My brother went to talk to ********************************* about the situation.He said h*** call me on Jan.8th but I didnt get a call. I left a voicemail on the 9th. He called on the 10th explaining the same thing ****** said about the warranty. He heard someone in the background talking & he said he wasnt interested in a 3rd party and what they had to say.My truck is only 3 years old and shouldnt need a transmission this soon. It wouldve never gotten this bad if they wouldve check everything out on Aug. 31st instead of saying they couldnt find a problem and everything was in the green during the inspection. He said even then I wouldve had to pay cause of I was over the mileage. ************** is not telling the truth about me using profanity or getting loud with him. I dont used profanity nor did I get loud. He never tried to give any alternatives to help the situation. What I did say is that I would get a attorney and hung up.

  

  Business Response

  Date: 02/09/2024

  The customer just stated in her own written text her problem did not start until November. The concern in August was for a check engine light that was coming on and off. It was off at the time of visit and no codes. As it was stated, the warranty was already expired so it would not have been covered at any of the dates. The customer never let me complete my findings and options before raising her voice with ********* and said she would get an attorney and hung up. The customer would be out of pocket for the repairs regardless as to which point it was discovered due to the expiration of the warranty. Dealer was/is more than willing to work with the customer on price but in the end the repair charges fall on her.

  Customer Answer

  Date: 02/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:  There should've been a diagnostic test done August 31st to see why the check engine light was coming on. If that would've got done than the truck wouldn't have gotten to this point. The check engine light wasn't on December 15th or the 18th either and it still got checked. While my vehicle was in the shop for those 4 days no one ever called to give me an update on my vehicle. I called everyday to get a update.  Again, ************** all that you stated on the phone was that my extended warranty didn't cover the mechanical issues the same thing that ************************* told me. I stated that this could've been prevented from getting this bad if you'll would did a diagnosis in August. Your exact words was that I would've still had to pay which paying is not a problem. I never got loud with you nor did I use profanity. You go upset cause heard someone in the background talking and said "that you wasn't interested in hearing what a third party had to say and that you were speaking to who you needed to talk to". There was a long pause and you never said anything about working with me on the price or gave me any other options to help with the situation. So, yes I said that I would get a attorney and hung up.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/10/2024

  You may reject the response all you want, however an intermittent problem is very difficult to diagnose and your vehicle was out of warranty upon your first visit in August. So in the end, the responsibility would have been yours. We are willing to work with you on the cost of the repairs, if you would like to bring it in again. Thank you

• Initial Complaint

  Date:12/08/2023

  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.

  My name is ***********************************. I bought a car August 28th of 2023 with *** Howard Chevolet. I was told the car had no wrecks, no damage, perfect condition. Bought the car, found out later it had been in 2 accidents I was lied about and was over charged by around $10,000. The paperwork I signed said they were giving me $13k for the car I was trading in but the paperwork I received says $6k on one copy and $9k on another copy. Not even 2 weeks of having the car, it broke down on the side of the road. I have been in and out of the service department through them 6 times, each time paying more than my deductible with warranty because they say they dont want to ask warranty to cover it. I have replaced the starter, water pump, valve leak, axle leak, and belts, they even charged me for a fuse box and never replaced it. The service manager keeps saying it is on me for buying used car. Even with getting everything fix nothing has changed and im still having the problems. My car was in the shop this last time for over 3 weeks with no loaner, 2 days later I was on the side of the road and will be in there for another 3 weeks. They have already had it 2 days and told my grandfather and I they havent even looked to see whats wrong. My grandfather went to the service manager to have them fix my car and he told him he was stupid, he went to a sales manger and they threatened to arrest him for trespassing, even though he was just asking for them to fix my car or provide a loan car.

  

  Business Response

  Date: 12/12/2023

  Unfortunately the majority of this complaint is flat out false. I have attached a SIGNED copy of the Carfax showing the condition of the vehicle at the time of purchase. I have also attached a copy of the **** book out showing that we sold the car to the customer over $2,000 UNDER retail value. As far as the trade value goes, we offered the customer $13,000. They CHOSE to have us cut them an equity check for $7,000. The easiest way to do that and keep the books balanced is to back the trade offer up by **** and keep the actual cash value the same. The customer understood this at the time of purchase and this is why they signed the pencil showing $6k as the trade allowance. I have attached a copy of the equity check that was deposited by the customer, and a signed copy of the numbers showing they signed off on the "$6,000". As far as the service issues go, yes they have had multiple issues with their vehicle and we have done our best to accommodate them in repairing the vehicle as quickly as possible with the least amount of inconvenience to them as possible. The customer has only had to pay more than their deductible on one occasion and it was because it was for a non covered part. We have also provided a loaner EVERY time except the most recent visit when the car was in the shop for a day and a half. There are so many misrepresentations in this claim. The best thing that I can do is just try and get the customer out of the car. They are obviously not happy with it so whether their claims are accurate or not we do want our customers to be happy. I have reached out to see what we can do to make this happen. 

• Initial Complaint

  Date:11/08/2023

  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.

  Vehicle was advertised for $36,475 on 3/22/2023 by Bob Howard Chevrolet, **** (2020 Chevrolet Silverado LTZ VIN:*****************).Upon final cost review, salesperson, and the sale manager revealed there is a non-optional $695 added charge for an interior warranty product called Resistall 360. The Sellers claimed the product is applied to every vehicle on their lot and every sale of each vehicle contains the same charge of $695. Because this is a non-optional charge it should have been listed in the advertised price. The advertised price should have included this non-optional charge and therefor the advertised price was fraudulent and misleading. Furthermore, I obtained my own financing prior to attempting to purchase this vehicle and upon showing my financing, the seller parties said there would be an additional charge of around $1500 to use my own financing. This is also an attempt to fraudulently add charges to the vehicle price.

  

  Business Response

  Date: 11/08/2023

  ******** told us that he was preapproved. We asked him for the opportunity to match or beat the rate because we had to transfer the unit he bought from another store and there is a fee involved.  He agreed. He filled out a credit app and agreed to rate and payment in order to purchase the vehicle. Based off the pre-approval letter he showed us, we actually got him a better rate than he had with his local credit union. As for the Resistal, that is a non-cancellable warranty protecting the interior/exterior of the vehicle that he agreed to pay for when he chose to purchase the vehicle. I have attached a copy of the signed purchase agreement showing line by line charges, contract showing rates and terms, and Resistal contract. Customer chose to purchase the vehicle and agreed to purchase Resistal and agreed to give us the opportunity to earn his finance business. We told him that he could go through his own bank if we were not competitive on rate.

  Customer Answer

  Date: 11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  The Resistall 360 warranty was not an optional charge according to Bob Howard Chevrolet. The most conspicuous price of the truck, when advertised  by Bob Howard Chevrolet, must be the full and total selling price for which the dealer will sell the vehicle. This was not the case. I was not allowed to buy the vehicle without the Resistall 360 warranty which was purportedly already applied/installed. The charge of $695 is not one of the allowable exclusions from the advertised price and should have been included in the advertised price. This action by Bob Howard Chevrolet is against code 765:16-1-1. of the ******** Motor Vehicle, Dismantler, and ******************************* rules and advertising practices for the benefit of the citizens of the *****************. 

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/20/2023

  Compliant about pricing and addendums on vehicles should be addressed prior to purchase. Customer signed a contract agreeable to all terms. If the terms were not agreeable customers could not have purchased the vehicle. Customer has the benefit of a warranty that is paid for in full. Dealer has already received multiple reviews from customers. Remove poor reviews and the dealer will refund half the cost of the warranty. The amount is $350.00. This offer is valid through 11-30-2023. No other offer will be made.

   

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

  General Manager 

  Customer Answer

  Date: 11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  First, the complaint still valid, nothing has changed. This information exchange has only confirmed the unlawful nature of Bob Howard Chevrolet's sales practices. From the latest reply, an offer is made to exchange $350 for removal of a poor/negative review. This attempt is against ******** review policy and possibly amounts to fraud under the federal trade commission's consumer review fairness act. Removing a true and honest review deceptively alters a business's reputation and would effectively allow a business to buy favorable reviews. A consumer has the right to make fair and true reviews which I will continue to do.  

  This latest attempt by Bob Howard Chevrolet only to influence me to remove a negative review confirms the culture of unfair business practices in their dealership. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/21/2023

  To quote the business representative: "Remove poor reviews and the dealer will refund half the cost of the warranty. The amount is $350. This offer is valid through 11-30-2023. No other offer will be made." . The usage of a plural for review by the business in its reply is unknown as I can recall only making one review. 

  

  Business Response

  Date: 12/07/2023

  Refund of $695 will be processed

• Initial Complaint

  Date:11/06/2023

  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.

  First started in June 2023. We got it serviced in Sep for the repairs within a week back to the shop. Now 2 weeks later trying to get back to shop again. We brought our car in for service for 2 seal leaks which required the engine to be dropped out of the vehicle. once we received the vehicle back the car had more problems then what we started off with. Transmission problems stability problems, knocking noises from the car around the engine and cabin. We have gotten the run around about not having any cars available for loaning so we can get our serviced. They werent willing to help even look for an even swap. due to the safety concerns or if we chose too later on trade in for our vehicle we feel we wont get enough for it. The customer service was horrible other than the service manager but we still dont have a 100% car. We dont trust that later on we will get a good value due to all these issues. It was under manufacture warranty.

  

  Business Response

  Date: 11/07/2023

  Customer brought vehicle in for another issue in June with no work performed. Customer had to take the vehicle. Customer returned with a concern of an oil leak on September 13th, 2023. Customer took vehicle again with no work performed. Customer returned on October 10th, 2023 with an oil leak. Repairs were made to the vehicle. The customer called with a concern a week or so after picking up. Scheduled customer in for several concerns. The stabili trac light coming on, a clicking noise while driving or idling, transmission slipping and there is a rough vibration while at idle. Customer brought the vehicle in and we could not duplicate any of their issues. Service Manager drove vehicle over 60 miles to try to duplicate.The Battery did fail a load test and could have caused one of the issues with the Stabilitrac light. As a courtesey we replaced the battery that had nothing to do with the repairs performed.($250.00)  The customer picked up the vehicle. Service Manager called the next day to verify and all was ok. Customer called a day or two later stating it was doing it all again. ******** was invited in to take Service manager for a ride. After a 35 min test drive they were not able to duplicate any of the concerns other than a normal noise that has nothing to do with the repairs performed. Service manager stated there was a bulletin to quiet that noise and he would take care of it. Customer was to schedule it back in but insists on a loaner vehicle. We do not provide loaners and made an exception one timeand now it is expected.Customer was going to bring it in on Saturday since he would not need a vehicle on that day. Customer was getting a call from the selling dealer while we were scheduling and  he took that call expecting a loaner car from them also.Customer did not show upfor appointment.Dealer has done their due dillegence.Customer just needs to bring the vehicle in if he would like the bulletin performed as a courtesey. No loaner will be provided.

  Customer Answer

  Date: 11/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  We have one vehicle. It will take longer than one day especially on how your service department works. also when we first brought the vehicle in June it was for the oil leak which was the service done. If you would look at the booklet we have paper proof to show in June why we brought it in our traverse sat for one full week with no work done at all. So when we chose to bring the car back to complete the work we expect the work to complete 100% not 98% or 99%. Also the battery that ya took care of happened after the engine was dropped and put back in. The car itself from June to Oct never had that issue until ***** worked on the vehicle. We drove to and from south ******* with no problems. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/07/2023

  We will be more than happy to provide you with a shuttle to you home or business. As it was discussed on friday, for you saturday appoinment we should have it done in a few hours.

  Customer Answer

  Date: 11/14/2023

  
  Complaint: ********- Reopened complaint since consumer filed another complaint on 11/14/2023
  
  I am rejecting this response because:

  Here is an invoice for the repairs needed to have our car 100% we already owe for a diagnostic and rental. We arent going back and forth we brought our 2019 traverse to you 3 times you didnt fix it. This is what its going to cost us to have someone we trust make the repair. Just because your inspection didnt catch this issue doesnt give any excuse. We have one car this is our only car, we cant drive back and forth you have given us a headache about this issue and we will go forward where we need to.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/14/2023

  We understand you have choices when it comes to servicing your vehicle. We do not have loaner vehicle available but can set you up through a rental service. We have offered to repair ******** shaft, purge solenoid only nothing else will be considered and this is a good faith final offer repaired only through Bob Howard Chevrolet.  This offer is good through December 10th in good faith. 

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

  General Manager @ Bob Howard Chevrolet. 

  Customer Answer

  Date: 11/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  We are ACCEPTING this offer for you to replace the shaft and purge value while the transmission oil lost to be topped off inspecting our car throughly before giving it back to us. We are not interested in a rental or loaner. We will be bringing you the car today. While expecting a good turnaround with this process not waiting a full week for this to be fixed. Im only sending it through the rejection side because it wont let me agree and also leaving a comment 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/14/2023

  My cell is ********** text me when you drop it off. We need to make sure the parts are ordered or it will just sit here and wait until they are in. Please see ********************* once you are here. Or call him a head of time to get the parts ordered. 

• Initial Complaint

  Date:10/31/2023

  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.

  I as a natural living breathing male I am fully aware of my RIGHTS not privileges my RIGHTS. I am stopping all communication between you and I (the natural living person) through any other median besides mail. I am demanding that you stop all collection activities as well as reporting anything to my consumer report with the consumer reporting agencies, creditor and other debt collectors. In pursuant to 15 USC 1692c(c) - Ceasing Communication if a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt. I am refusing to pay the alleged debt, if you communicate with me, once again I demand that it be through mail. I am aware of my open end credit plan as defined in 15 USC 1602(j). With that being said I am also aware of my credit file. I want to see my audit trail (file) to verify this alleged that you are stating that me the natural living person is obligated to pay.

  

  Business Response

  Date: 11/02/2023

  Customer is requesting that all communication be ceased in regards to the collection of the debt that he acquired, when what I can only assume is the 2018 Infiniti Q50 that he purchased on August 6th, 2022.  The debt is with Santander consumer ******** not with Bob Howard Chevrolet. There has been no attempt to collect any debt from anyone associated Bob Howard Chevrolet. I will mark the customer as DNC in our CRM. I have attached the signed purchase order and retail installment contract showing the customer financed the purchase through Santander Consumer ******** Please let us know if any other documentation is needed. 

• Initial Complaint

  Date:09/01/2023

  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.

  I purchased a 2020 **** Escape from Bob Howard Chevrolet on August 14th. About three days after purchasing the driver door start making a loud popping noise when Id open and close it. A couple days later the window wouldnt role down. I found out the door strap had broke off from the inside of the door. I called *** Howard ***** because I purchased a warranty and was told the warranty covered everything, minus recalls, tires and glass, for 5 years or ****** miles. They told me the warranty didnt cover it and the best they could offer was a discounted rate for me to get it fixed. I looked up how much it would cost online, because they couldnt give an answer, to find out it would cost $1600-$2600. When I spoke to the general manager about the issue he told me its not his problem and he cant afford to fix unforeseen issues that arise after purchasing a vehicle and changed the offer of offering a discounted rate to hed see about getting a discounted rate to help. Ive never had an issue with a dealership fixing an issue or compensating an issue that happens to a vehicle, if its not my fault due to negligence and if its less than a month after purchasing. His attitude from the moment he approached me was not professional in the slightest. Especially when he took back something he told me and promised over text, telling me its not his problem and it would be out of my pocket to fix with little to no help. Had he approached the situation less arrogant and changing promises I wouldnt be upset.

  

  Business Response

  Date: 09/01/2023

  James 

  You may have previously spoken to the General Sales Manager. My name Is ******************* I am the General Manager. You can reach me back on my cell **********. I am sure we can come to a resolution for you. Thank you.

  I have called and sent a text.