ComplaintsforCarr Chevrolet

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/17/2023, I took my 2021 Chevrolet Equinox LT in for it's ***** mile maintenance and to get a recall issue fixed. As I was checking out, the advisor (*******) told me that they had completed the maintenance and that everything looked good. The following day I was reviewing the invoice and found a buried comment saying that they had not rotated the tires because there was a nail in the rear passenger tire. ******* didn't say a word about it. This seems like a critical safety issue and something that should have been communicated during the visit.

  

  Business response

  11/22/2023

  Hello, 

  We have picked up the vehicle and made necessary repairs to the tire. Everything is resolved now and ******** is satisfied. 

  Customer response

  11/22/2023

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The subject of this complaint is with the CARR Chevrolet Dealership. They deliberately manipulate minor repairs in such a way as to maximize their ability to bill the warranty company and pass off any extra bills to the customer.I was lied to and given offhand excuses when purchasing a vehicle as to why the radio was being sold to me still broken, even though the salesman said it would be fixed by signing. This broken radio was then used as a compelling reason for the dealership to THEN sell me an extended warranty that could fix the radio for a $200 deductible (their words). The dealership then proposed unnecessary and frivolous diagnostic work to pad labor hours as part of their work plan and presented it in a very short and unclear text message. This sequence of events is not an unfortunate coincidence. This is a deliberately orchestrated maneuver to scam customers out of as much money as possible. If this was a misunderstanding, that would be one thing. But there is very clearly intent, from the sales to the service side, from this dealership to renege on their obligations and for them to seek opportunities to charge their customers for unnecessary work.I called and recorded a phone call with the warranty company. An audio recording and transcript of the call can be found here: *************************************************************************************** Please listen to the entire recording, as I believe by the end of it, it becomes obvious that **** wanted to maximize the amount of hours billable for this repair; they billed the warranty company for the actual repair, and then they orchestrated completely unnecessary tasks so that they could double bill and charge me separately. I have yet to find a reason for their excessive diagnostic hours.Refund:3266 - warranty ****** - charges during warranty repair

  

  Business response

  10/16/2023

  Hello, 

  We have contacted the customer and resolved the issues with a refund and an explanation of how our repair process should have worked.  

  Customer response

  10/16/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the car on 3/18. When we brought the car it had no oil in it. About a few weeks later we tried to run the ac and it wouldnt work so we reach out to our sales person to see what they can do to fix it. They said they inspected it first and nothing was wrong with it. Once my husband said that was wrong they said we signed a limited inspection. After that conversation they completely stopped responding to my husband and the manger wont answer my husband calls. I have attached screen shots to prove these conversations

  

  Business response

  05/17/2023

  We are in receipt of the above-referenced complaint and I have reviewed the file for this transaction. We do inspections on every used vehicle before we sell it and we are always willing to review and discuss the results of those inspections with any potential buyers. With certain vehicles with higher mileage or older model years, these inspections are limited to safety items. In those cases we have policies in place whereby we require that our staff disclose those inspection findings to the buyer. In addition, with these vehicles, we have the customer sign an additional form acknowledging that they understand that the inspection done was very limited. The things such as air conditioning would not be something that would necessarily be checked in this type of inspection.
  In this case there was no variation from this policy. The inspections were disclosed to Osbons and the form stating that the vehicle had only had a very limited inspection and recommending that they utilized their own resources to have the vehicle inspected prior to purchasing as we could not make any assurances outside of the limited inspection we had done. I have attached those disclosures here for you review.
  That said, I would be happy to make any adjustments possible to the parts and labor costs associated with performing this repair. Though I do not have those cost estimates immediately available, this would generally equate to somewhere in the range of a 10-15% discount.
  We regret that the Osbons are having issues with their vehicle but will certainly do what we can to assist.
  Should you have any questions please feel free to reach out to me directly
  *********************
  ************ direct
  ***************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle on March 1, 2023. By April 1st the radiator was steaming and truck was squeaking and riding uneasy. They let me know that the head gasket was cracked. Went to ***************** where I had to spend $2,966.04 on new brakes, rotors, and calipers, despite the dealership saying they put new brakes on the truck, new suspension system due to cracked suspension in the front, as well as new ball joints because there was too much play in them and were dry, as well as a new control arm. This truck was sold despite it being unsafe to drive and they knowing there was a cracked head gasket. The promised multi spec inspection was not done and they allowed for an unsafe vehicle to be purchased.

  

  Business response

  04/19/2023

  ***** and I have had a couple of conversations about this situation and we have a mutually agreeable resolution.  **** is going to reimburse Kaley for the struts that she had replaced at ******************* and we are going to re-inspect the truck tomorrow (4/20) to determine if there is indeed any significant head gasket leak.  

  Customer response

  04/20/2023

   
  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.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *********************** and I am writing because I have a problem with a new 2023 C8 Corvette I recently bought from Carr Chevrolet in *********, ******. The general manager there is ********************* and he has been unwilling to correct the mistake that **** made when ordering my car. I signed up on ****** Corvette list in August of 2021 and waited 18 months to get my new Corvette. I took delivery of the car on February 6, 2023.My problem is this. I ordered the car (a Z51) with the edge red brake calipers. Those are a $695 option. My order to Carr Chevrolet shows I ordered the J6N calipers (Edge Red). That matches the red mist color on my car exterior. ********************* sent in a purchase order for the J6F calipers (the bright red calipers) that do NOT match the exterior color of my car. **************** refuses to correct the mistake. Basically he said GM charged us for the calipers that came on the car so we're charging you. So here's where I'am at. The color of the bright red calipers (Z51 calipers) don't match my red mist exterior paint and I'm going to have to have the calipers changed. That's going to cost me another $695 plus the cost of installation. That's another $1,000 or so out of my pocket. I should not have to pay for an ordering mistake that Carr Chevrolet made.I live in *******, ****** about 400 miles away from Carr Chevrolet (an 800 mile round trip). My closest Chevrolet dealer is Hometown Chevrolet in *********, *****. I would like Carr Chevrolet to correct their mistake by ordering the edge red Z51 brake calipers and having them sent to Hometown Chevrolet in *********, *****. They should be installed on my new C8 Corvette in *********, ***** at no additional charge to me. That's fair. That's what Carr Chevrolet should have done right away to correct a mistake they made. Thank you for your consideration. Sincerely, *********************** ************** ************)

  

  Business response

  03/14/2023

  To whom it may concern,
  I am in receipt of the above referenced complaint. Having been personally involved with this transaction throughout, I am very familiar with Mr. ******* concern.
  **************** inquired about ordering a new Chevrolet Corvette from **, and we agreed to help him build an order to his specifications.  When we do any special order vehicle, there is a protocol we follow: we review the order details with the customer while it is still in the preliminary build status (essentially the order is on holduntil an allocation number is generated by the manufacturer) Once allocation is received and the vehicle is set to go into the ** production system, we send the order details to the customer again for final review, as adjustments after this stage are nearly impossible to make and can delay the vehicle production significantly. We followed this same protocol in Mr. ******* case on11/10/22,we emailed the final build details to him for his final approval, and it included the J6F bright red calipers. Two months later, when the vehicle was built and ready to ship on 1/26/23, we sent **************** a copy of the official window sticker and let him know the car was on its way to us.
  It was at this point that **************** indicated that he did not want the J6F bright red calipers but had instead meant to order the J6N edge red calipers. I explained to **************** that unfortunately I was unable to exchange the calipers after the vehicle was built. I offered other solutions including ordering him another vehicle and putting him at the top of the list for allocation so that it would not take nearly as long to get or canceling this purchase all together and refunding his order deposit. He asked if we would pay for a caliper exchange after the vehicle arrived; I advised him that we would not do that at our expense.  *************** was disappointed but opted to proceed with the purchase, coming to our location and completing the paperwork for the car; shortly thereafter, he sent a transport company to our store to pick up the car and deliver it to him.
  It was only after he had received the vehicle that he reached out again asking us to replace the calipers at our expense;furthermore, he stated that he was holding our customer satisfaction survey until he determined what we were going to do about the caliper issue. While I understand Mr. ******* frustration for the caliper issue, Im not sure that threatening us with a ** survey is appropriate, especially given the fact that he proceeded with the purchase knowing exactly what he was getting.  
  It is very unfortunate that the issue arose, and Im not sure what more we could have done to prevent it since we provided him with the order details multiple times prior to placing the order. It is never our intent to provide anything less than a great product and service to our customers. I regret that this case has fallen short of that but I feel we did offer a resolution prior to **************** ever continuing through with the purchase.  In fact, while we know he was disappointed with the caliper issue, we actually assumed the issue was resolved, otherwise why would he go to the time and expense to continue forward?
  Please feel free to reach out should you have any questions or need any further information.
  *********************
  Carr Chevrolet, Inc
  ************

  Customer response

  03/17/2023

   
  Complaint: 19560218 
  
  I am rejecting this response because: 

  I read ************************* response to my complaint.  I started this process 18 months ago to order a new Corvette.  Carr Chevrolet requires a $5,000 deposit that is non-refundable once the car is ordered.  In ******************** response he says why would **************** except the car once he knew the wrong calipers were ordered?  Because **************** would take my $5,000 deposit.  Also, when I originally ordered my car the dealership sold these Corvette's at sticker price.  Now **************** charges sticker price plus $10,000.  Sounds fair doesn't it?  So if I tried to order another car to correct the mistake the dealership made on the color of the brake calipers I loose my $5,000 deposit and have to pay an additional $10,000 for a new car order.  Here's the irony in all of this.  In the entire 18 month process, I called ********************* many times trying to talk to him about my purchase.  He never returned a single phone call.  Not one.  And on the day the purchase order went in, November 10, 2022,  I called **************** again and asked him to call me so we could go over the purchase order to make sure it was correct.  Again he would not return my phone call.  I did get ahold of my salesman *********************** and asked him to go over the purchase order with me.  He refused.  He said oh no **************** don't worry the order is correct.  I asked **************** multiple times on that phone call to please just go over the purchase order to make sure the order was correct.  He would not.  So fast forward 3 months after the car was ordered and my order was not done correctly by the dealership.  Now the general manager claims they contacted me and we went over the purchase order together before the car was ordered.  That is NOT true and he knows it's not true.  **************** insists they have a "protocol" they follow on special order cars.  They did not follow their own protocol.  **************** says he understands my frustration.  I don't think he does.  **************** says I was "threatening him" with a GM survey showing they did a poor job.  Isn't that what surveys are for?  To tell the truth about how a business treats their customers?  That's what I intend to do is tell the truth about this transaction.  Lastly **************** says "we actually assumed the issue was resolved, otherwise why would he go to the time and expense to continue forward?"  Well **************** if I tried to order another car to correct your mistake I would loose my $5,000 deposit and have to pay an additional markup of $10,000 you now charge to order a new Corvette.  I guess that sounds fair to you **************** but to consumers like me that sounds ridiculous.   Sincerely, ***** ***********;

   

   

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

  

  Business response

  03/21/2023

  Re; BBB complaint 19560218
  
  It is unfortunate that **************** has had a bad experience in his interactions with our store and me. He is correct that he originally placed his reservation a very long time ago. This was not at all uncommon, in fact every C8 Corvette order we have placed to date, the customer has been on that same waiting list. The protocol that I described in my previous response is the exact process we follow, and Mr. ******* case was no exception. I have attached some of the various correspondences and attachments that were exchanged between ****************  and me (or our employees) from the time his allocation came up to when his order was executed.I will provide a timeline in chronological order and explain each as best I can.I apologize that the attachments are in 2 different formats, but some are from our ******************* system (CRM) and some are from my direct email:
  Email Exchange 8-26-22- **************** reached out to specifically inquire about the fact that we had begun charging a premium above MSRP for Corvettes and asking if his order would be impacted by this change. In my response you can see that I addressed his question directly indicating that he would not be charged any amount above MSRP for the car that he would be ordering. Incidentally, in Mr. ******* complaint to the BBB, he intimates that he would have had to pay above MSRP if he ordered another Corvette from us.I dont know where he got this notion as we certainly gave no indication that our pricing position for him would change (and had he even inquired about it we would have immediately told him this). We never had any intention of charging him any premium, nor would we obviously have any intention of retaining his deposit had he decided to back out of the purchase entirely. This was never discussed and, given the extremely high demand for this vehicle, we would have had no issues with him opting out of purchasing the vehicle.
  CRM comms with consultant-attachment sent 11-10-22 This is the message sent from the salesperson on 11/10/22 showing he sent **************** the final build of the order we were about to submit for him.
  Preliminary order as submitted-sent as attachment 11-10-22 This is the attachment referenced above that the salesperson sent to **************** on 11-10-22. As can be seen, this configuration includes the J6F Caliper, Red in this build. As a reminder, this is the point in the process where a customer would indicate any needed changes prior to the vehicle going into production. There was no response indicating any corrections were needed.
  CRM comms with sales consultant-attachment sent 1-26-23 This is when the vehicle was actually built and ready to ship to the dealership. **************** requested the final build sheet and questioned some of the pricing, so the sales rep sent him an image on the original window sticker. It was at this point that **************** brought up the brake calipers being different than what he desired.
  Final Window sticker-sent as attachment 1-26-23 The attachment referenced above.
  Email exchange 1-28-23- On 1-28-23, **************** emailed me directly regarding the issue with his desired brake calipers and questioning some of the charges that were included in the pricing breakdown, such as ****** Privilege tax and CAT. I addressed these items for him. I apologized that the car was not what he had expected and explained the options we had, making it clear that we would not be deducting the cost of the calipers or paying to have them replaced with different ones. We exchanged a few more emails, where I answered his questions related to what would happen if we ordered a different car. I was very transparent in what the possible issues would be and what the expected timing would be. I indicated that should he decide to take this course of ordering a different vehicle, he would be the very next in line for a C8 Corvette allocation. At no time did I ever make any statements to indicate that his pricing would be impacted at all in terms of paying any markup nor were there any discussions related to him not getting his deposit refunded. Based on our previous conversations, he would have had no reason to believe either of these things would have been an issue. He ultimately opted to purchase the car that was here. The rest of this email exchange related only to the details of his final payment and delivery.
  
  **************** indicated that he had left several messages for me but was never able to speak with me. I know that I had at least 2 phone conversations with him and, when I could not return his calls, I made sure that his sales consultant did return the calls and addressed his questions and concerns. I manage ***** salespeople and 5 other managers. Due to the demands this presents, I do lean on these employees to handle our customers concerns.
  Again, I am very sorry that the issue ever arose for *************** but we did address the situation and provide options for him prior to him finalizing the sale. The statements he makes in his most recent response concerning our interactions are simply not accurate.
  Should you have any further questions please feel free to reach out.

  

  Business response

  03/22/2023

  This is a duplicate response as the portal would not allow me to include all the attachments.

   

  Re; BBB complaint 19560218

   

  It is unfortunate that **************** has had a bad experience in his interactions with our store and me. He is correct that he originally placed his reservation a very long time ago. This was not at all uncommon, in fact every C8 Corvette order we have placed to date, the customer has been on that same waiting list. The protocol that I described in my previous response is the exact process we follow, and Mr. ******* case was no exception. I have attached some of the various correspondences and attachments that were exchanged between Mr. ************ and me (or our employees) from the time his allocation came up to when his order was executed. I will provide a timeline in chronological order and explain each as best I can. I apologize that the attachments are in 2 different formats, but some are from our ******************* system (CRM) and some are from my direct email:

   

  • Email Exchange 8-26-22- **************** reached out to specifically inquire about the fact that we had begun charging a premium above MSRP for Corvettes and asking if his order would be impacted by this change. In my response you can see that I addressed his question directly indicating that he would not be charged any amount above MSRP for the car that he would be ordering.  Incidentally, in Mr. ******* complaint to the BBB, he intimates that he would have had to pay above MSRP if he ordered another Corvette from us.  I dont know where he got this notion as we certainly gave no indication that our pricing position for him would change (and had he even inquired about it we would have immediately told him this). We never had any intention of charging him any premium, nor would we obviously have any intention of retaining his deposit had he decided to back out of the purchase entirely. This was never discussed and, given the extremely high demand for this vehicle, we would have had no issues with him opting out of purchasing the vehicle.
  • CRM comms with consultant-attachment sent 11-10-22 This is the message sent from the salesperson on 11/10/22 showing he sent **************** the final build of the order we were about to submit for him.
  • Preliminary order as submitted-sent as attachment 11-10-22 This is the attachment referenced above that the salesperson sent to **************** on 11-10-22. As can be seen, this configuration includes the J6F Caliper, Red in this build.  As a reminder, this is the point in the process where a customer would indicate any needed changes prior to the vehicle going into production. There was no response indicating any corrections were needed.
  • CRM comms with sales consultant-attachment sent 1-26-23 This is when the vehicle was actually built and ready to ship to the dealership. **************** requested the final build sheet and questioned some of the pricing, so the sales rep sent him an image on the original window sticker. It was at this point that **************** brought up the brake calipers being different than what he desired.
  • Final Window sticker-sent as attachment 1-26-23 The attachment referenced above.
  • Email exchange 1-28-23- On 1-28-23, **************** emailed me directly regarding the issue with his desired brake calipers and questioning some of the charges that were included in the pricing breakdown, such as ****** Privilege tax and CAT. I addressed these items for him. I apologized that the car was not what he had expected and explained the options we had, making it clear that we would not be deducting the cost of the calipers or paying to have them replaced with different ones. We exchanged a few more emails, where I answered his questions related to what would happen if we ordered a different car. I was very transparent in what the possible issues would be and what the expected timing would be. I indicated that should he decide to take this course of ordering a different vehicle, he would be the very next in line for a C8 Corvette allocation. At no time did I ever make any statements to indicate that his pricing would be impacted at all in terms of paying any markup nor were there any discussions related to him not getting his deposit refunded. Based on our previous conversations, he would have had no reason to believe either of these things would have been an issue. He ultimately opted to purchase the car that was here. The rest of this email exchange related only to the details of his final payment and delivery.

   

  **************** indicated that he had left several messages for me but was never able to speak with me. I know that I had at least 2 phone conversations with him and, when I could not return his calls, I made sure that his sales consultant did return the calls and addressed his questions and concerns. I manage ***** salespeople and 5 other managers. Due to the demands this presents, I do lean on these employees to handle our customers concerns.

   

  Again, I am very sorry that the issue ever arose for **************** but we did address the situation and provide options for him prior to him finalizing the sale. The statements he makes in his most recent response concerning our interactions are simply not accurate.

  Should you have any further questions please feel free to reach out.

   

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

  Carr Chevrolet, Inc

  *********, ******

  ************ direct

   

  Customer response

  04/01/2023

  This comment is in regards to complaint #********. I was not done responding to Carr Chevrolet's last response. Please re-open this complaint so I can respond to ****** last response. Thank you. ***********************

  

  Business response

  04/12/2023

  Good afternoon. Our apologies for not responding sooner however it appeared to us that the customer's request was made to your office since he was requesting that the case be reopened. We obviously do not have the ability to facilitate this request. Please let me know if you require something further from us. 
  
   
  
  Best ******************************************************************************** ***

  Customer response

  04/17/2023

   
  Complaint against Carr Chevrolet and *********************.
  
   
  
  Why do car buyers hate car salesmen?  Because they lie.  They don't tell the truth.  You go into a car dealership and the dealer holds all the cards.  They sell cars 24/7.  Most people only buy a car once in a while.  The dealer controls the purchasing process and the deck is stacked in their favor.  Their object is to get as much money out of your pocket as possible.  Unlike other products where everyone pays the same price, it doesn't bother the dealer if I buy a car at $40,000 and you buy the EXACT same car, the same day, for $50,000.  There is no fairness in the car sales business.  All the dealer cares about is making money. 
  I started to read ******************** last reply and I had to stop.  In his second to last paragraph he says and I quote "I know that I had at least 2 phone conversations with him".   That is a lie.  **************** never returned ANY of my phone calls.  Over 18 months of waiting for this car and numerous phone messages to **************** he never returned a single phone call.  Not one. 
   And the most important phone call he didn't return was on the day he was placing my car order.  I called him the SAME day and asked him to PLEASE call me back so he could go over the purchase order with me.  He never called me back.  I was afraid he would make a mistake which it turns out he did.  The purchase order, which was emailed to me,  was 3 pages long, small print and every line and option has an order number that I'm not familiar with.  Here's the next lie.  **************** claims that he or one of his employess went over the purchase order with me.  He says that's "protocol" for special order cars.  As I've stated previously **************** WOULDN'T call me back and my salesman who did take my call would NOT go over the purchase order with me even though I asked him repeatedly to do so on that phone call.  Had **************** called me back and gone over the purchase order with me we wouldn't have this mess today.  
  Ok so readers are trying to figure out who's telling the truth.  Consider this logically.   IF.......******************** version of the story is true and he (or one of his salesmen) did call me and go over the purchase order with me (as he claims) they would have gone by line by line, option by option.  Something like......." you ordered the Z51 package?......yes.......  you ordered the red mist metallic exterior paint?.....yes.........you ordered the upgraded seats?........yes.........you ordered the bright red brake calipers?.......NO... I did not.  I would have said change that.   I know what I ordered!  When they got to the line for the brake calipers I would have said that is the WRONG color brake calipers....... correct that.  Does it makes sense to ANYONE reading this that when the dealer says we're ordering you the wrong color calipers I would say "sure go ahead"??  Of course not.  If **************** were telling the truth,  had they gone over the purchase order with me as he claims, this mistake would have been caught. 
  So here we are.  **************** did NOT follow his own "protcol" and did NOT go over the purchase order with me.  At this point he has to continue to lie to try and make himself look good.  Consider this.  Am I the only one who is mad as h*** with the poor service I have received from Carr Chevrolet?  Not by a long shot.  Go to YELP and read the reviews on Carr Chevrolet.  There are dozens of mad angry customers with horror stories on how they have been treated by this dealership.  
  Finally my only chance to talk to **************** in person about this situation and try to persuade him to step up and correct his mistake by replacing the calipers, was when I drove 400 miles to *********, ****** to purchase the car in early February.  I emailed **************** (and my salesman) and told them when I'd be arriving.  **************** emailed back and said "unfortunately" he would be unable to see me because he would be in ****** on vacation.   **************** do the right thing and correct this mistake.   **********************;
  

  
  

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used vehicle from **** Auto; within two weeks the vehicle had a major coolant leak issue. When we took the vehicle to a local shop they told us the vehicle had been put back together incorrectly by the service team prior to us purchasing the vehicle, causing the alternator belt to cut through a coolant hose. Within a few hours of having that hose fixed, a second one blew due to the shoddy workmanship coming to light when the system pressurized properly. We spoke to the sales associate and sales manager of CARR Chevrolet prior to authorizing repairs; they told us they "decided not to help" us, and that we should have bought a service contract, even though it is obvious they were at fault. Since it was apparent we would not be getting resolution anytime soon and our income is dependent upon that car, we authorized the repairs and paid for the first repair ourselves; the second repair is currently in progress. Based on the first bill and the estimate on the second repair, the total cost is approximately $1200. As this was only necessary due to shoddy workmanship on CARR Chevrolet's fault, on repairs they themselves showed us an internal RO of the fixes they performed on the vehicle to assure us the car was in working order when we purchased it, we believe ****** response unreasonable. At the very least they should have been willing to work with us to cover a portion of the bill. They have also refused to speak with us and refused to have their GM speak with us ever since.

  

  Business response

  02/28/2023

  February 28, 2023

  
  Re: BBB Complaint ******** for ***************************

  
  To whom it may concern,

  
  We are in receipt of the above referenced complaint and I have reviewed the file and notes related to the transaction. Let me start by saying how disappointed we are to hear that ************** is having trouble with the vehicle. That is never a positive situation for the customer or the dealer.
  We do inspect every used vehicle we sell prior to making them available for sale. If ************** identifies a mechanical item that is outside of tolerances, then we will either repair that item or send the vehicle off to auction. If we determine the vehicle is fit for sale as a used vehicle then we disclose our inspection findings to the buyer.
  From everything I can see here, it appears we followed this same practice here. We disclosed all the repair orders showing what issues were found and what repairs we performed here prior to sale. ************** identifies issues in her complaint as being a result of our shoddy workmanship. This is not accurate because the specific issues were not items that required attention during our inspection.
  Unfortunately, issues do arise with vehicles. Sometimes within a short time of purchasing. Thats why we encourage every customer to purchase an extended warranty when available. These extended warranties provide piece of mind for both the customer and the dealer. Obviously, it is not good for anyone when these types of issues arise but unfortunately, on occasion they do.
  All of that said, we do care about our customers and strive to retain them for a lifetime. In the interest of that, we would be willing to offer some form of goodwill to *************. I know she is not located near our dealership so we would be willing to offer a $250 goodwill payment to offset what repair costs she has incurred. I believe that offer or a similar one was made early on but I will make it again in case that message got lost along the way.
  Again, our sincerest apologies for any inconvenience ************* has experienced. It is never our intent to provide anything less than a quality product and service.
  Should you need anything further please do not hesitate to contact me directly.
  Best regards,
  
  *********************
  General Sales Manager
  Carr Chevrolet, Inc

  Customer response

  03/06/2023

   
  Complaint: 19499717
  
  I am rejecting this response because:

  Firstly, prior to this message we were never offered any kind of compensation- we were only told that **** had "decided" not to help us. Furthermore, in consideration of the sheer cost of this fix, which is only necessary due to the service team at **** putting the car back together incorrectly after the fixes they told us they performed on the car prior to selling it to us, that tiny sum is insulting. I would be willing to work with **** if they were at least being reasonable, like agreeing to pay at least half of the repair costs, but that is obviously not the case here. Additionally, I have requested a copy of the ** that I signed from them and have yet to receive it which indicates to me they are being dishonest or know that the ** would prove my case.

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

  

  Business response

  03/16/2023

  Im sorry to learn that ************** did not accept our offer to assist with whatever repair costs she may incurred on the *** As I stated previously,we are simply trying to make a good faith gesture to help her in an unfortunate situation.
  I do want to clarify the situation here. **** only inspected the vehicle and we provided those findings to the customer. We did NOT perform any of the repairs that ************** claims were malfunctioning on the vehicle after she returned to ********, **; any inadequacies of workmanship would be the result of another technician at a different time, not Carrs. I have attached all the repair orders from our inspection; these were presented to ************** at the time of sale and she acknowledged reading them.   This acknowledgement is shown on the Buyers Order as well. 
  
  It is important to note that during an inspection, a technician is only viewing a vehicle at specific point in time.  It is very difficult for a person to predict what might occur down the road based on an hour long inspection.  Thats why it is important to **** that we share our findings with our customers because we want them to know what we know. And precisely because it is difficult to predict what might happen to a vehicle once it leaves our lot, we offer an extended service contract to help protect against the cost of future repairs.  ************** opted not to purchase this protection.  She acknowledged that she was purchasing this vehicle AS-IS in its current condition with all known and unknown issues.  This can be seen on the attached Used Vehicle Buyers Guide as well as the We Owe form.  Im not sure if the extended service contract would have covered the repairs that ************** has relayed, but I do know that we did our best to inform her of the condition of the vehicle prior to purchase.  The work she claims is faulty is not the result of Carr Auto Group.   

  
  This situation is certainly frustrating no one wanted or expected this vehicle to experience any problems so soon after purchase.  And, Im not even sure what repairs/maintenance ************** is being recommended to perform some may not be required, but could be recommended based on time and mileage.  Regardless, the responsibility for the vehicle rests with the customer and Im disappointed that our offer of goodwill had such a negative reaction from ***************  That was clearly not our intention. 

  
  Should you have any further questions please do not hesitate to reach out to me directly.

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

  Carr Chevrolet, Inc

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/22/22 I took my **** ***** Silverado **** to ******************* in *********, ** for the following recommended (by them) services: Replace transmission *************** change brake fluid, flush power steering fluid, drain, flush & refill cooling system, service transfer case, front & rear differentials with gear oil. I received a call from the mechanic stating my radiator was leaking and I agreed to have them install a new radiator. After driving the truck only twice after these services were completed, the oil coolant line disengaged itself and enough oil quickly drained before I could safely pull over. This was within 50 miles from the time it was serviced and the same coolant line was disengaged on one end to accommodate the replacement of the radiator. I had the truck towed back to ******************* and the verdict was that enough oil had leaked to seize up the engine and it could not be repaired. I was quoted a price of $9,800.00 for the installation of a newer engine, which I refused. I had the truck towed back home. I spoke with the mechanic again and asked if he had removed the oil coolant line when he last worked on my truck and he said "Yes, but only where it connected to the radiator. It disengaged from the other end. I looked at these lines and concluded that he should have tightened up both ends of the coolant line because it's only about 14 or so inches long could have loosened at the other end when the radiator was installed and worked itself off later. I believe this was simply human error and not paying attention to detail. The coolant line seems to be made of hard rubber and is not very flexible, so most likely wiggling it caused it to fail later. I believe this failure should be covered by **********'s work guarantee. I called and asked to speak with the Service Manager and was transferred to his voicemail and left a detailed message about what happened to my truck but he did not return my call. I am seeking an impartial party (BBB) to assist.

  

  Business response

  01/24/2023

  We hare in contact with ***** and working on a resolution to the problem.Tell us why here...

• Initial Complaint

  11/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I financed a vehicle on September 10th, 2022. I was given all the documents showing my payment, payment due date, interest rate, loan term, and the ************* 20 days later I receive an email from credit ***** stating my credit report had a new inquiry added so I went to look and it was the dealership. I contacted the dealership to figure out why they were checking my credit again, the salesman I worked with told me he did not know and wouldnt be able to check without running my credit again. He messaged me back to tell me that they had to look at another credit bureau because the one that approved me countered the interest rate from a 4.6% to a ****% i asked why they ran my credit again without notifying me and I was told because I signed an application they can do that to secure financing, I was already under the impression the vehicle was financed. He said I can either sign at the higher rate or theyll keep looking. I emailed the finance manager who did my paperwork, Monday (10/3/22) evening, hadnt received any response so I called and left a voicemail on Tuesday evening (10/4/22). I contacted the credit union Wednesday morning (10/5/22) and was told that I had no account with them, just an application that never got processed. The dealership finally called me back at 10:00am Wednesday morning and the finance manager informed me that the manager I was working with had been out sick and that he was asked to get ahold of me. I explained to him that I have now had this vehicle for 25 days and it hadnt been financed yet. He told me they made a mistake on the paperwork by reporting the wrong year for the vehicle and that was why the interest rate changed. I explained to him that legally the vehicle had to have financing within 14 days of the sale or the deal was to be unwinded and I would have to surrender the vehicle and would have to get my trade in back. He argued that I must have been looking at Washington laws My credit is c*** now because of this.

  

  Business response

  11/15/2022

  To whom it may concern; 

  I have received the above referenced complaint and have been involved in this situation.
  ****************** purchased the vehicle from Carr Chevrolet on September 10, 2022 on financing terms of ****% APR for 84 months. Carr Chevrolet obtained a loan approval from ***************************** and the deal was forwarded to them for funding. 
  
  Approximately 17 days later on September 27th, we received notice from the Unitus funding department that the vehicle year description was incorrectly entered into the application, which consequently adjusted the approval interest rate. Apparently while filling out Unitus online application, our manager had accidentally classified the vehicle as a 2018 model, not a 2016 model. This resulted in a slightly higher interest rate for the loan approval. 
  
  Once notified of this error, our finance manager spent two days attempting to obtain a loan approval at another lender in an effort to maintain the customers contracted rate and term. He was unsuccessful in this endeavor and sought me out for advice.  On September 29th, this issue was brought to my attention, and I made the decision to buy down the interest rate with Unitus so that Ms. ******** contracted rate and term would remain intact.  On October 6th,this loan was funded by Unitus at the exact terms and rates as agreed upon originally by ******************* 
  
  We are terribly sorry for any inconvenience this may have caused ******************. This was simply an unfortunate clerical error on our part and one that, once discovered, was corrected wholly at our expense.
  
  Please feel free to contact me directly with any further questions.
  
  Best regards,
  
  *********************
  General ************************************** ***
  

  Customer response

  11/16/2022

   
  Complaint: 18405162
  
  I am rejecting this response because: There was no regard to mitigate the effects of their mistake. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They have now miss handled the vehicle registration paperwork twice after purchase.

  

  Business response

  11/16/2022

  To whom it may concern.

  
  I have reviewed the attached complaint and investigated the issue. We certainly understand Mr. ******** frustration as we deal with DMV daily and are aware that these types of delays too often occur.
  
  Our title clerk, *********************, spoke to the customer on 11/15 and provided all updated info that we had available. At the end of that call the customer advised our title clerk that he was satisfied with the info she had provided and was going to retract his BBB complaint.
  
  Here is the timeline of events related to the transaction:
  
  9/10 Purchased vehicle
  9/21 Funded
  9/27 While completing paperwork **** discovered missing document needed for Vet plate and emailed sales.
  9/30 Form received from customer.
  9/30 DMV docs completed and sent to *********** **** tracking show DMV recd 10/4)
  11/9 Letter received from DMV regarding the specific type (recognition or disabled) of Vet plate.  (This is the same letter that was sent to the customer)
  11/9 **** responded by email to DMV
  11/10 DMV acknowledged receipt of email from *********
  11/11 Customer ******************** complaint received by ****
  11/14 Customer emailed ****, ************************** and *********************
  11/14 **** responded to the customers email and spoke directly to him.

  
  Should you have any further questions please feel free to reach out to me directly.

  
  *********************
  Carr Chevrolet
  ************ ************@carrauto.comTell us why here...

  Customer response

  11/16/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We paid a deposit on a specific vehicle. (Right of first refusal is what the deposit insures). We checked several times on arrival date, once in person. We were told the vehicle was in transit on our in person visit one week ago. This morning, September 9, we received a call from **** stating that the vehicle we reserved had been sold yesterday. They refuse to work on remedying the situation, saying it was a mistake and they would refund our deposit. We want them to find an identical vehicle.

  

  Business response

  09/13/2022

  Good morning,

  We have reviewed the customer complaint and spoken to all involved parties. This was an unfortunate case of human error. We have a brand new manager in our store and in this age we are in where most of our vehicles are pre-selling, that manager simply made an error. Our process is to mark all pre-sold vehicles in our system to avoid instances like this one. In this case, he failed to do that properly so the other members of our team did not recognize that this vehicle was already reserved and it got sold. Fortunately we were able to meet with Mr. ***** *************** this last Saturday and we came to a resolution whereby we ordered them an exact match to this vehicle that is already in the ** order system and, in light of our error, we made a significant price consession for them on this ordered vehicle. At this time we believe matter is resolved and Mr. ***** *************** are satisfied with that resolution. Furthermore, we have reviewed our process with our entire management team again to avoid this happening again. Tahanks for your time and our apolgies for our error. Please reach out should you have any further questions

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

  General Sales Manager

  Carr Chevrolet, Inc

  ************ direct

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

  Customer response

  09/13/2022

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩