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:08/22/2023

  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 Monday August ************************* the car and broke the safety wires that goes from the fuel pump to the gas tank. I called the two company and paid extra to have the car towed to Bob Howard Chevrolet. I did this because of my past business with *** Howard Service was fantastic.The car was delivered on Monday afternoon. When I called to check on it no one seemed to know where it was. Finally a service manager by the name of **** found it and called me and told me that he was writing it up. The car was not worked on Tuesday and not looked at until Wednesday AFternoon. I had to continue to call and text **** to ask for updates. He came back with a diagnosis that the wiring harness was damaged and needed to be replaced. I said please do. Then I was told that they could not find a replacement harness but suggested that they could replace the wires which I approved since I had no way of moving the car. They had the audacity to charge $867.86 of which $825.50 was labor and $39 misc. charge. These charges are totally unreasonable. The wire and supplies possibly cost $10 at most. Splicing the wires probably took no longer than an hour but I was charged a book charge by wire for six wires. Splicing the wires was very simple and the way in which this was billed is unreasonable. I have spoken to **** the service mgr, and yesterday spoke to ********************* and have left messages for ********************************* .and the *** So far nothing has happened. I believe a reasonable charge would be a charge for wires etc. plus one hour of labor. This car was purchased at *** Howard and serviced for years at *** Howard and I have always had excellent service. I hope this is an outlier and can be rectified. I look forward to hearing from them.

  

  Business Response

  Date: 08/28/2023

  The customer was given the diagnosis and the estimate of the repairs. The customer was given the break down of what could be done since due to the age of the vehicle the replacement part was no longer available. The customer approved the repairs and pricing. Repairs were completed and the customer notified. Only when coming to pick up the vehicle did he voice his concern for pricing. The service manager called the customer and listened to his concern. The service manager reviewed the estimate and charges and found there were 9 wires repaired at a book repair time of .7 hrs each wich totaled 6.3 hours for the job. The technician only requested 5 hours to perform the repair stating he wanted to help the customer out. The customer was charged less than the published repair time.

• Initial Complaint

  Date:08/17/2023

  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 husband and I purchased a 2020 *** from this dealership on 7/10/23. During the purchase, we were provided a clean car fax and service record. We were informed we would have 5 months remaining on the factory warranty and purchased a 4 year - $100 dollar deductible warranty. I received a text from the finance manager who stated the warranty would need to be 3 years. We agreed under the impression NO details changed other than the length of time.2 days after purchase the drive train light came on. We took the car to the local *** dealership who told us:1. The original engine had been replaced and therefore all factory warranties are invalid. 2. The deductible is now $250! The car has been at the *** center for over a month with no end in site. There is a sever electronic issue leaving us paying a grand a month with no car! We were sold a lemon this is not an honest or upstanding business. We went up there twice and called multiple times and left without any support We DEMAND *** Howard make this right!

  

  Business Response

  Date: 08/22/2023

  When the customers came in and bought on the 10th of July, our website that we use to rate warranty products, including what warranties are offered, how long/what they will cover, and deductible amount, was offline. When the customer was signed up in the business office they were told that what they were being quoted was an estimate that would need to be confirmed when the website came back up. The customers were notified of the change and were fully aware that if they wanted to keep the warranty that was estimated, that the cost was going to go up. 

  As far as the vehicle still being under factory warranty, that is what the Carfax showed at the time of purchase. There is no sign of the engine being replaced anywhere on the Carfax. Our service department saw no indications that the engine was replaced and had no reason to look. I have uploaded a copy of their warranty contract, as well as a copy of the signed Carfax from the date of purchase, and our signed Carfax-auto check condition disclaimer that says we are not liable for any incorrect information included in the carfax. We would be happy to give the customer a full refund for the amount of the warranty. Please let us know if there is anything else we can do to work towards a resolution. 

  Customer Answer

  Date: 08/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: my car has been a *********************** for OVER A MONTH UNABLE TO BE DRIVEN OR FIXED. I reject this because the uploaded TEXT did NOT include the 250- attached screenshot. 

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

  

  Business Response

  Date: 08/23/2023

  Attached again is the signed official and legal agreement stating a $250.00 Deductible with the absolute best coverage available for the vehicle. If the customer would like a full refund on the service contract we refund the full amount of $3800.00 to ALLY FINANCEIAL to reduce the total balance owed. The customer has choices when choosing warranty options and are welcome to shop for alternative coverage. We do not obligate a purchase of warranty of anytime to purchase a vehicle. It is the buyers responsibility to understand contract signed when purchasing.  We provided the best service with the best coverage we have.  Bob Howard Chevrolets offer for the full refund of coverage will expire on 08/31/2023. All other cancelations after the fact will result in the contract cancellation policy on the prorated amount at time of cancellations. We do our best to inspect and service all pre-owned vehicles that are retailed. We are unable to detect future repairs needed on vehicles. We do apologize you have been without your vehicle. If you would like to seek further council you may. 

  Thank you,

   

  ******************* General Manager of Bob Howard Chevrolet. 

  Customer Answer

  Date: 08/23/2023

  Our signature was FORGED on the second warranty and my husband not I came to the dealership to sign anything regarding a new warranty 

  Customer Answer

  Date: 08/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Our signatures were forged. we never signed any paperwork with a $250 warranty. That is a DIGITAL signature 
  

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

• Initial Complaint

  Date:05/23/2023

  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.

  I bought a 2011 Jeep Grand Cherokee from this dealership and the dealership knew about an engine problem that existed before I bought it. They gave me a warranty for the vehicle that covers the engine but right after I bought it I put it in the shop for repairs to made under the warranty they gave me. The warranty place inspected the vehicle and informed me that the damaged was so extensive it was going to require a new engine.Having driven the vehicle roughly 500 miles (from *** to where I live in *****) the *************** and the mechanics informed that the engine wasn't going to be covered because the amount of damaged showed it was a preexisting issue. I basically just bought a car I can't afford to fix and the overall amount of the repairs are more than the car is worth on Bluebook. The dealership knew it had extensive problems and then when I called the dealership explaining what had happened the manager told me that it wasn't there when they did the inspection. This is a lie and I know that because when I was looking through pictures of the vehicle there was already a check engine light on in one of the promotional pictures they sent me when they were trying to sell me the car. I asked the Dealer about it and he told me that there wasn't one when he went to turn it on. Which is strange since every single time I turned the vehicle on after the initial light it always came on when I started the vehicle and so they likely cleared it that morning with an OBDII scanner. When it popped up on the test drive the dealer said it was probably a spark plug and nothing serious, but according to the mechanic there's metal all throughout the engine. The dealership refused to do anything to "make it right" at this point I just want them to buy the loan back or give me a fair replacement. I never would have taken the vehicle if I had known it had preexisting issues that wouldn't be covered by the warranty given to me by them.

  

  Business Response

  Date: 05/24/2023

  This truck did pass our inspection prior to delivery and the only reason the check engine light was on is that all dash lights are on when the ignition is first turned on. The check engine light was not on for our service work, nor was it noted by the tech while completing his work. We are working with the warranty company to attempt to resolve the relay of bad information in hopes we can get this taken care of by the warranty company. 

  Customer Answer

  Date: 05/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: if the that was certainly true then it wouldn't currently be needing a new engine, nor would it have misfired the second we turned it on in the parking lot of the dealership. I wouldn't be paying on a vehicle I can't afford repairs on so your dealership could tell me you somehow missed it needing Cams for a major cylinder misfire and having your Seller tell me it was likely due to a spark plug.

  I also wouldn't have been told by both the mechanics and the *************** that there was more damage in that vehicle from that misfire than a drive from ******** would have put on it. 

  I had barely gotten to drive it before it went into the shop. I really don't want to hear your Dealership bend over backwards on a car that shouldn't have been sold in a condition similar to one from a "pay as you go dealership" or that a dealership of your size can't just eat the 15k and do the right thing. Don't tell me that.

  None of you had to quit his job because I can't drive to it anymore. NONE of you are paying on a vehicle that you can't drive.

  This is not fair or right and you know it.

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

  

  Business Response

  Date: 07/10/2023

  We are contacting the customer. We will be going to pick up the vehicle and honoring the warranty as if it would be covered with a similar used engine to get the vehicle operable *** If the vehicle in-fact in need of an engine. Customer will be out of pocket the deductible for the repair. 

   

  Thank you ******************* ************

  Or **************************;

  Customer Answer

  Date: 07/10/2023

  
  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. I'll await a call regarding the vehicle pick up 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Bob Howard Chevrolet to place down payment on a vehicle that is advertised on their website. I was told vehicle would arrive next week but I could hold the car until then. The advertised price is $31,775. Once I arrived at the dealership from Broken Arrow, the manager increased the price by approximately $4000. He said I had to pay for paint protector, carpet and fabric protector even I didnt want these items and even though they hadnt yet been applied. He added in a $1000 market adjustment price and other fees we didnt discuss because I walked out.

  

  Business Response

  Date: 01/05/2023

  We are very sorry we could not come to terms on the Bolt EUV. 

  Customer Answer

  Date: 01/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: the response from the business is not a response at all.  I allege false advertising and fraudulent business practice.  *** Howard does not respond to my claim at all.  "Total Vehicle Price" should mean exactly that as it does across the industry.  A hidden $4000 mark up after arriving at the dealership is fraudulent.  If the dealership wants to add a "market adjustment" (whatever that is), it should be reflected in the "Total Vehicle Price."  Likewise, mandatory window tinting, paint coating, fabric protector, etc. should all be reflected in the "Total Vehicle Price" since the dealership knows it will add all this to the price.  Not adding these mandatory add ons to the price is an attempt to deceive the customer.  I spoke with dealership managers at several other ***** dealers, and they all agreed such a practice was fraudulent.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 01/06/2023

  We make the pricing adjustments when the unit hits the ground and pictures are posted online. We will provide pricing the full price to the client via email for all internet inquiries, no need to visit the dealership to collect the sale price information. Did you at any point prior to your visit contact us thru an internet inquiry on this Bolt EUV? We apologize our pricing didn't met your expectations when you came into our showroom. 

  Customer Answer

  Date: 01/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: To respond to the question from *** Howard, yes, I made contact.  I also made an appointment (which was pointless because nobody knew I was coming from *****), was asked to verify the appointment by phone before leaving *****, which I did.  Moreover, I confirmed that I could place money down to hold the car advertised for sale on the *** Howard website, since I was told it would not arrive for a few more days.  Clearly, from this response, whoever is responding has no idea that my appointment was through the internet sales manager and that I spoke with the sales manager on duty at the time of my visit.  I would suggest that you talk to your people first before asking questions that you already should know the answer to.  No part of this response or the previous response from *** Howard addresses the issues I raised in my complaint.  If *** Howard continues to ignore my complaint, there is no purpose to the complaint process facilitated through the BBB.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:11/21/2022

  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 purchased a vehicle in April of 2022 upon purchase I was advised I could not do the loan without purchasing the extended warranty of **** or the bank would not fund the loan. The vehicle has been in the shop numerous times the next week after purchase the motor went out. My main complaint is that I was not required to purchase said warranty after I talked to the lender it was the dealership who forced. Now due to their Shady business practices im stuck In a vehicle I shouldn't be. I would like them to buy this vehicle back and release me from my contract I have the info via text showing I was told it was required bu the bank if needed from the sales person also I was told this in finance when I signed. It is against the law to hold an approval for outside warranties etc. I did not know that u til it was to late

  

  Business Response

  Date: 11/21/2022

  No chance, we do not require the purchase of warranty to gain approval from a bank for financing. I do see that buying the warranty covered the motor replacement, that would have cost you $6500 if you didn't have a warranty. ********* are known to have sever motor problems, so buying the warranty was a great decision on your part. If you wish to cancel that warranty, the refund will go to the lender and your amount owed will go down by the amount of the refund due. Please note you will not get a check and if anything else breaks you will have zero coverage. You may cancel the warranty anytime. www.group1cancellations.com 

  Customer Answer

  Date: 11/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I actually traded in this car next door at *** howard ****** after they looked at the vehicle it needed another Cadillac converter and 02 sensor which were replaced by your dealership the first week I bought it! I was told the warranty was a condition of my loan multiple times and I would have believed it had I not called exeter finance myself and was advised they didn't require that on my approval. But you told me it did. Of course I'm 3 grand upside down on this car because you clearly sold me a lemon and also Shady business practices. I will go to small claims if it need to. Let me know how you would like to proceed.

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

  

  Business Response

  Date: 11/23/2022

  Attached are copies of documents you signed. You may cancel these items for a refund. Expressed or implied statements do not matter, I need you to provide something in writing that we gave you that supports your claim. If you do not have that, there is nothing else I can do. 

  Customer Answer

  Date: 11/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have attached the text message stating that they had to give me the warranty to save the dealership a fee. Which means you sold me a warranty based on telling me it was approved or not. This is illegal. I have the rest of the messages. I am attaching the one from said sales person. I dont have anything from the finance guy as he verbally told me that I had to have it to purchase the vehicle. 
  
  Sincerely,
  
  *****************************