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:04/06/2025

  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 dropped off my 2021 Silverado on 2/3/2025 and ****** ***** was my contact with Serra Chevrolet ******************* I took it to the dealership because I purchased the extended warranty through ****. Tuesday evening I was updated that the mechanic discovered the lower control arm was loose and he needed to tighten it, inspect it for damage, and realign it. Shortly after I was contacted by ****** by cell phone and also sent a 3 second video showing the suspension being loose. ****** claimed that the loose bolt had wallowed out the hole where it was bolted to the frame. ****** stated that I would be needing a new frame that cost $20,770 plus tax possibly $1000 of that included extras so maybe a little less. She refused to file a claim with my warranty, stating that it was the frame and not something mechanical. Even though it was something mechanical that caused it. Unwilling to pay $20,000 out of pocket without a second opinion I paid the diagnostic fee of $144.17 and tow fee of $181 while also missing out on a weeks' pay. I towed it to a reputable mechanic in ********. By 10 ******* the next morning, I was called by the mechanic that did a thorough diagnosis on my truck. Who found that my frame was not damaged the hold was not enlarged but instead elongated per the design of the vehicle and that it was simply a loose bolt and a pin missing out of the cam that the control arm was bolted to. The new mechanic tightened a bolt, replaced a missing pin, and did an alignment on the truck for a grand total of $407. The new mechanic also said he was willing to file the claim with my warranty to see if it would be covered. I find it disgusting that a big business would try to convince me that my truck would not be operational unless I gave them $20,000. I am also concerned this has or will happen to other customers.

  Business Response

  Date: 04/08/2025

  Thank you for bringing this guest concern to my attention, I will review the file and have a member of our Leadership team reach out to this customer for resolution.

  Customer Answer

  Date: 04/18/2025

  I did not respond because I was not contacted by the business as they said they would do in their response. I would like to keep this complaint until I hear from the business.

• Initial Complaint

  Date:03/27/2025

  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.

  First they sold a warranty that was in accurate. Dates and months did not line up.. The excuse was the finance manager **** was new in thelast three months and didnt understand the wrap coverage etc. The ** manager did let me know there was a system Glitch after numerous calls to figure out the situation. He mentioned another person had brought it up to them as well per their contract. So im not the only. They then corrected my warranty, but updated my deductible to a higher one. Then, after reviewing everything again, I am paying Over $3200 for black rims that were added to the vehicle when originally purchased it even states in the serra description for my sale that was provided by Serra. **** the sales man said he doesn't do a through screen check for what he is selling- they legit looked like it. Then i was charged several hundred more than advertising price and had to argue that and send over proof of the price change- i feel like this was all bait and switch- misrepresentation and given the run around- Its so many incidents and no accountability. I am filing a formal complaint and hope others will learn to read there contract all the way through and not rush it or except that the printer is down and they couldnt provide all of my paperwork at 8 PM. I wanting a refund for rims purchased as they will not honor the description on sales of a pre-certified vehicle that has been inspected. There are scratches along the side of the vehicle as it was snowy and it was hard to see the vehicle thoroughly the sales rep. ******** oh I didnt see those and nothing has been done.

  Business Response

  Date: 04/08/2025

  Thank you for bringing this matter to my attention, I will review the file and have a member of my staff reach out to this guest to address her concerns.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23124550
  
  I am rejecting this response because:
  This is regarding black rims sold to me however i have chrome rimes- in the sales page on Serra it shows that black rims are in the description and in the certified preowned page it shows the upgraded black rims were on the sale to me for my yukon purchased. The warranty was a whole other ordeal.  The sales man clearly says he doesnt have time to review all options that are being offered and sold. He thought they were the original ones sold.  I want the new black rims or a refund for the added purchased and not received. Both photos are in duplicate of what I sent earlier from the dealership website when purchased the vehicle. And was given to me on the carfax report.  Clearly, theyve had lots of miscommunication and errors from their website. This is just one of the four errors they had done.  Warranty, sale price, rims, condition of vh with scratches. 
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/10/2025

  It is my understanding that the wheels & tires that were on this unit when it was traded in, and subsequently pictured on all of our online advertisements are the same wheels and tires that Mrs. ******* made her purchase decision on. It is common for previous owners to change or install wheels (as an example) that they prefer over the original equipment.

   

  Have a blessed day.

  Customer Answer

  Date: 04/11/2025

  Heres a cleaned-up and professional version of your message that still keeps the firm tone and intent:
  
  
  
  
  
  
  Misrepresentation, bate and switch, and Lack of Accountability Regarding Vehicle Purchase
  
  
  What Im hearing is that the vehicles your company sells do not actually undergo a thorough 172 point inspection, and that what is described online is ultimately misleading or misrepresented at the dealership. If that is the case, then there appears to be no accountability for whats being sold and is theft. 
  
  
  To be clear, if I had purchased this vehicle over the phone based on the online description stating it had teak interior, and received a product with black interior insteadyour stance is that this would not be your fault? Even though the incorrect information stems from your teams inspection, window sticker and listing process?  My salesman even mentioned which was attached prior that he did not check see if they are even factory rims.  I was charged in my purchase price for these as its described in the listing provided.   I even had to purchase new tires due to alignment and balance issues I noticed 30 days after the vehicle purchase as the alignment was not performed or inspected. This is not what Im requesting a refund of. Just the complexity of this. 
  In my case, everything has been reported to Carfax, and your company even sent me the original window sticker which included a fee for black rims. From the 1 prior owner.  Yet your marketing team listed the vehicle with 22 black rims, which were not actually present. When I picked up the vehicle at 8:30 PM, several things still needed to be addressed, and I was told to return. Now Im getting the runaround and being told this is somehow my fault.
  
  
  Your company has made multiple errors throughout this process, and its time to take accountability. I paid for options on my vehicle that I have not received. This needs to be resolved.
  
  
  

  Customer Answer

  Date: 04/11/2025

  #6 states any modifications done- 

  this was sent from serra dealership to me on the inspection.  Nothing was ever noted. 
  this is a certified preowned one owner vehicle with modifications done from the manufacturer noting the black rims and the fee.  
  

  the now chrome standard rims that may not even have coverage if a covered claims happens is my fault.  Everything states the 22 rims sold to me.   
  

  attached is also the *** website showing said. Purchased rims. 

  Customer Answer

  Date: 04/22/2025

  Hold on if you look at the date, I responded numerous times. I have not heard back from the company

  Customer Answer

  Date: 04/22/2025

   

  AT**: ******** *******
  
  
  Message to the Consumer on Monday, April 7, 2025
  ******** *******
  **************************************************************************************
  Dear ******** *******:
  This message is in regard to your complaint submitted on 3/27/2025 against Serra Chevrolet Buick GMC of Nashville.  Your complaint was assigned ID ********. 
  You recently requested our help concerning a dispute with the company named above. The company has not responded to us to date.  We are continuing to try to contact the company to obtain a response to your concern.
  If you have heard from the company please email us at
  ***************************************************************** or send us a letter letting us know if you have heard from Serra Chevrolet Buick GMC of Nashville.
  Have you heard from the company?   Yes       No  
  
  Are you satisfied with the company's efforts to resolve this matter?   Yes      No
  
  If not, please explain.   My responses and attachments were submitted on the BBB link for replying back. However they were overlooked and the claim has been closed. I have even reached out the ** COmmerce and Insurnace and advised on following up with this and going down there to file a report. 
  I am rejecting this response because:  THIS IS ABOUT RIMS ( product not as described)  
  4/8/2025 This is regarding black rims sold to me however i have chrome rimes- in the sales page on Serra it shows that black rims are in the description of the vh for sale along with miles, warranties, color of vh and price etc.  in the certified preowned page, it shows the upgraded black rims were on the sale which was sent to me by the SELLER  for my yukon purchased during the snow and Blizzard.  The warranty was a whole other ordeal.  The salesman clearly says he doesnt have time to review all options that are being offered and sold. in texts attached to the compliant. But I was charged for the upgrades in the description.  He thought they were the original ones sold.  I want the new black rims or a refund for the added purchased and not received. Both photos are in duplicate of what I sent earlier from the dealership website when purchased the vehicle. And was given to me on the carfax report.  Clearly, theyve had lots of miscommunication and errors from their website. This is just one of the four errors they had done.  Warranty was originally wrong after misrepresentation having to  get the ** involved, sale price discrepencey from the online price vs purchase price, ( Overlook and had to refund me week later)  rims now online but not on the vh, condition of vh with scratches.  List goes on. 
  4/11/2025 Misrepresentation, bate and switch, and Lack of Accountability Regarding Vehicle Purchase
  
  
  What Im hearing is that the vehicles your company sells do not actually undergo a thorough 172 point inspection, and that what is described online is ultimately misleading or misrepresented at the dealership. If that is the case, then there appears to be no accountability for whats being sold and is theft. 
  
  
  To be clear, if I had purchased this vehicle over the phone based on the online description stating it had teak interior, and received a product with black interior insteadyour stance is that this would not be your fault? Even though the incorrect information stems from your teams inspection, window sticker and listing process?  My salesman even mentioned which was attached prior that he did not check see if they are even factory rims.  I was charged in my purchase price for these as its described in the listing provided.   I even had to purchase new tires due to alignment and balance issues I noticed 30 days after the vehicle purchase as the alignment was not performed or inspected. This is not what Im requesting a refund of. Just the complexity of this. 
  In my case, everything has been reported to Carfax, and your company even sent me the original window sticker which included a fee for black rims. From the 1 prior owner.  Yet your marketing team listed the vehicle with 22 black rims, which were not actually present. When I picked up the vehicle at 8:30 PM, several things still needed to be addressed, and I was told to return. Now Im getting the runaround and being told this is somehow my fault.
  
  
  Your company has made multiple errors throughout this process, and its time to take accountability. I paid for options on my vehicle that I have not received. This needs to be resolved.
  
  

  all documents have been attached justifing the Items sold to me and not received.  You even had to accomadate the rate discrepancy when sold to me to honor the online printed rate showing it was incorrect on the initial loan.  IT also states the color of the *** interior and BLACK 22in RIMS.   I am unable to read between the lines and what is false and misleading and theft by deception 

• Initial Complaint

  Date:10/17/2024

  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 purchased a vehicle and a extended warrant on the vehicle. I re-financed the vehicle with another company. Alley sent me a email on Sep.19 showing the vehicle was paid off on Sep 16. I went top Serra Chey and informed the financing department , I wanted to get a refund on the warranty and showed them email which was sent by Ally. They told me I needed something in writing . It took me over 40 days to get something in writing Ally in writing. I went back to Serra ***** on Oct. 17 and again spoke with the financing ***** who excepted the letter, when asked how long before I could expect my monies the informed me 45 days ! They prorate the warranty each day which means the Serra ***** is making money and I am losing my money on the warranty! I've been waiting over 60 days as of 17 Oct, waiting for the monies I'm owed when it only takes a short time to cancel the warranty and write a check !

  Business Response

  Date: 10/28/2024

  Thank you for bringing this concern to my attention ... I will pull the file and instruct the accounting office to process the refund.

• Initial Complaint

  Date:07/05/2023

  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.

  June 5th was my scheduled appointment. I did not pay anything as my car was never serviced.I called to see about having my ***** Traverse diagnosed and was told Serra would need my car for 5-7 business days. I advised that was not feasible as I have two small children. So the service advisor SCHEDULED a diagnosis for two weeks out; I would drop it off first thing that Monday morning. I dropped it off on Monday and my service advisor, *********************, advised the diagnosis would be completed by Tuesday afternoon and they did not have any loaner vehicles available. I said that was fine, I could make do without a car for one day. I left her my phone number and requested she call me with any updates or if a loner car became available. As I pull out of the parking lot, there are several Tahoes lined up with stickers in the window labeled CMA Fest Vehicle. As a customer who purchased my Certified used car from Serra, it was frustrating a loaner car was not available, yet they had extra vehicles to use for CMA Fest. 11:00 AM Wednesday and I hadnt heard anything. I called the service department FIVE times starting at 11 and could not get **** on the phone! Finally, she called my husbands phone at 6:30 and left a message. I was unable to call her back because the service department closed at 6. I called Thur morning and finally spoke to her. She said my car was still in line to be diagnosed and there were a few people still ahead of me. I asked why I was told it would be ready by Tuesday afternoon and her reply was I dont know who would have told you that! SHE told me that. I stopped her and reminded her of some of the things we talked about to refresh her memory and then she said oh yes, I do remember. I told her to have my keys ready at the front desk.My car sat on their lot for 4 days, untouched, and still had people in front of me just for it to be diagnosed, no repairs.

  Business Response

  Date: 07/15/2023

  Thank you for bringing this concern to my attention ... I would reach out to this guest personally but she stated she would prefer NOT to be contacted. I am available anytime and would be happy to discuss her concerns further if she would be open to that.

• Initial Complaint

  Date:04/11/2023

  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 hit in the rear end in April 2022 car was in the sho for roughly 2 months being repaired with minor damages.In late December of 2022 we noticed the car started to smell, upon further investigation we found water damage(have photo documentation). We took the car back to the body shop the first week of January. They told us they would have it fixed and back to us with in a week. A weeks goes by we dont hear anything so we call. Say that it should be ready in a couple of days, dont hear from them again. So I call back again. Get a lady by the name of ******** who is very rude. Says the car is ready for pick up. I go down there the next morning to pick the vehicle up. It still has moisture and condensation all over it and the car smells like mold. I decline the car. I leave it there and another two weeks go by same thing. Lack of communication. I call and they say its clean and ready so I go back to pick it up. I decline it nice again because it smells and is missing parts in the trunk. They then tell me they are going to have someone come out to professionally clean it (Servpro) they just put a dehumidifier and deionized the vehicle. They say it is ready after we had to go down there numerous times and call the shop. I was unable to make it to pick it up so I had them deliver it to her work so she could drive her car home. She got the car and had to drive it home with the windows down because the smell made her sick. I called insurance and they got the vehicle back in the shop for us but that was it. They did not help us any after it was back in the shop. They then had Servpro come out and clean it. While doing all the repairs to where the water entered the vehicle they did not disconnect the battery and gave the vehicle back with a dead battery. We had to jump it the following day after they dropped it off. Finally it goes back into the shop Servpro comes to clean it. We get in the vehicle and it still slightly smells and now the radio wont work.

  Business Response

  Date: 04/21/2023

  It is my understanding that my company has purchased this unit from our customer and this file has been closed.

• Initial Complaint

  Date:02/15/2023

  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.

  Good Evening, I honestly want to file a complaint for Serra and GEICHO. Serra received my Dodge Hellcat Charger in November. They have made no progress in parts or in fixing the vehicle. Both parties have just been giving me the run around about the vehicle. Today I spoke with my insurance and they said that Serra has ordered the wrong parts .. I just dont know how thats even possible Ive been without a car for months its just stressful.

  Business Response

  Date: 02/17/2023

  2/17/23 - Geico has corrected their estimate with the corrected parts for this vehicle which puts estimate over total loss threshold.  Customer has retrieved his belongings and has released the vehicle to be towed to copart for auction.

   

• Initial Complaint

  Date:09/23/2022

  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 dropped my 2015 Chevrolet Impala I was at Sierra Chevrolet I had my car fixed in 2021 the TCM I took it back 2022 September having the same issues they told me it was not that they told me it was the BCM they replaced the PCM it still didn't work then they went back and said it was actually the TCM that was wrong with the car they replaced the TCM still there was problems now they're saying it is the harness wires the problem is too many diagnosis and now my car is in drivable and they won't get it back in driving condition I drove my car there
  I really believe by them doing so much of the wrong work on my car they actually damaged the harness that goes to my transmission and now they're telling me that is the problem and it wasn't the problem at first my car is not drivable now it is still at the shop the Sierra shop
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/26) */
  The guest brought his 2015 Impala in for the following issue, as described by him: "INTERMITTENTLY STABILITY TRACTION LIGHT COMES ON. WHEN PUTTING INTO GEAR AT TAKE OFF. THERE IS A HARD HIT FROM TRANSMISSION. THIS HAPPENS IN FORWARD AND REVERSE. ALSO WHEN THIS HAPPENS THE SHIFTER DISPLAY DOES NOT WORK (LIGHT UP) AND THE STABILITY LIGHT DOES NOT WORK". The vehicle was moveable, but from the customer complaint you can determine that it was not drivable in the sense of everyday usage. The guest had a similar issue in November 2021 at 87,060 miles with a complaint of: "Vehicle has a check engine light Believes that there may possibly be a ECM issue", during which we replaced a TCM (transmission control module). Now in Sept 2022 at 96,000 miles, the guest believed the TCM was failing again and wanted it replaced. Our diagnosis revealed multiple communication line failures between most modules that control the vehicle transmission/engine functions. All vehicle modules (computers) have one line of communication and anytime one module fails, the first module in the chain of communication that is deemed bad must be replaced first, the testing can continue. In this instance, the BCM (body control module) was the first in line that was internally damaged. We estimated the cost at $975.00 and presented the estimate to the guest. He didn't agree with our finding and wanted only the TCM to be replaced, as it could be replaced under a warranty coverage. We explained that the BCM must be replaced first, then we could accurately continue testing for other issues. He approved the replacement and we proceeded. Once replaced, we still had communication issues further down the line to the TCM. We contacted the guest and explained that we were now going to replace the TCM at no-cost due to his warranty coverage, then we could once again continue testing. We replaced the TCM and restored partial communication, but still had further communication issues. During the next phase of testing, the tech noticed that he heard a clicking noise when he touched the main wiring harness that contains the communication wiring. As he wiggled the harness, several components would randomly activate without need. His inspection disclosed shorts/open circuits inside the harness that would require harness replacement. The harness is enclosed in plastic casing and is not visibly damaged externally. We suspect that the harness short circuits that happen randomly are the root cause of the damaged modules. When we explained our findings to the guest, he stated he'd take it to "his" mechanic for that repair, which would be quite expensive here. Due to the circumstances of the findings and the forthcoming expense to the guest, I explained that I would waive all charges for the portion of the repairs for which he was responsible (over $975.00) and that he would owe us nothing, as he didn't believe the BCM replacement was necessary. He thanked me and came by to pick up his vehicle. He ultimately refused to take the vehicle, stating that it was now worse than when it arrived, and expected us to absorb wiring repair cost. I explained that we did not cause any wiring issues and there would be no further extension of goodwill. The problems with the vehicle encompass a variety of needs and we've repaired a portion of those needs at no-cost, absorbing over $975.00, and it will not only not improve, but will continue to get worse until it is repaired. Electrical failures can cause a multitude of component failures, not much different than a lightning strike, which are what happened to the BCM and TCM. I understand his frustration, as these type issues are financial burdens, which is the reason for the goodwill he has already enjoyed. We'll not be offering anything further and agree with his decision to seek repair from his mechanic.

• Initial Complaint

  Date:08/23/2022

  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 went to the service Dept and paid for a diagnosis. The service rep was extremely aggressive and rude and literally lied to me three times. He initially refused to let me speak to the tech and told me I needed parts I had just replaced. It's an older truck and they treated me as though I was a criminal. They told me it would be 2200 dollars before they could start diagnosing. They told me a hose was bad and reinstalled it without bleeding the system, way to go Chevrolet! I told them I was not interested. Paid the fee and left. When I got home the wheel cover was missing for the tire that they had removed. I called back and waited two business days and heard nothing so I went in. All he did was tell me they tightened it extra good and it was on me. I called and emailed on an address I found online but have heard nothing. They literally lost a piece of my truck when I paid them 114 dollars and blamed me.

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 5, 2022/08/25) */
  Contact Name and Title: ** *******, Service Mgr
  Contact Phone: XXXXXXXXXX
  Contact Email: **********@serranashville.com
  This guest came in with a brake issue after having unsuccessful prior repairs performed at an independent garage. We performed inspection/diagnosis and found that the caliper brake hoses had internal issues causing the brake calipers to bind when applied, which will not allow the brakes to fully release after they're applied. The collapsing hoses are the root cause of the entire issue,but wasn't identified by the prior servicing center. They replaced the components that were damaged by driving with the brakes partially applied, but did not repair the cause, therefore the whole situation happened once more. The parts replaced days earlier were now damaged once again. We estimated the cost of the
  proper repair, but the guest declined. He paid the inspection fee and went elsewhere for repair, as he did not agree with our diagnosis. The guest was a bit unhappy and there were some communication difficulties between the advisor and the guest, but nowhere near anything that would have made the guest feel the need to physically defend himself.
  I personally reached out to the guest on 6/29/22 at 12:52PM in response to a poor review we received as follows:
  
  "****, I'm sorry to see that you seem to have had issues on your visit. I'd like to understand more, as I'm not sure what we did wrong.
  Let me explain what I know about your visit in order for you to help me have a complete understanding, then I can determine how I
  can help, if possible. You came in with a brake issue after spending what appears to be quite a large sum of money replacing parts
  elsewhere, but those repairs were not successful due to not having the root cause of those failures found and/or repaired. You came
  here for professional help and we discovered the root cause as internally collapsing caliper brake hoses. We estimated that repair, along with the cost to replace the parts that were previously replaced elsewhere, as those parts were once again damaged because it wasn't repaired correctly by the previous parties. You declined those repairs and were charged only $112.46 by us to determine
  the correct needs. I was also told that the lug nut cover was loose upon arrival here, which I wouldn't think unusual on a 16 year-old,
  143,000 mile vehicle that just had those wheels off elsewhere. We reinstalled it as best as possible, but would be glad to help by finding one for you from our salvage vendor sources. If this is not correct, please contact me at XXX-XXX-XXXX and let me know how I can help. ** *******, Service Manager"
  
  I received no response. I've researched recorded phone calls and video footage in an attempt to find anything that supports any need for the guest to feel physically challenged without success.
  
  Cordially,
  ** *******, Service Manager
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate your reaching out. I tried to get in touch with you before anything was posted.
  So, I know yours is a busy location and I now know my ********* LT is old and in a salvage space after 15 years and 145 k miles, according to you anyways.
  The thing is, I like my truck. It is paid for and does what I need. Function not flair.
  Maybe I'm a bit naive but I tend to agree with Mr ***** H****** about good times and vehicles.(He used to work in Nashville sometimes and had very strong opinions on how long trucks should last, you should look him up. He was pretty good)
  I'm not gonna lie. I have bad days, I have had bad days, and I will have bad days again. Everybody does. I can say that In all of my years in sales and customer service I never once let it affect my job or how I interacted with customers.
  I'm not a guest by the way. I paid you for a service. Im a customer. I have dealt with your store two times before and had two of the most pleasant experiences I've ever had in the industry. I did not pay to get yelled at and lied to, to have parts disappear and to eventually be told I have an old salvage era truck with 145 k miles.
  Your rep was upset when I questioned him about the diagnosis. He refused four times and lied twice when I asked to speak to the mechanic because he was talking down to me in gibberish and in circles. He got very aggressive. Very aggressive. I remained calm. Maybe he doesn't agree with how I look or how I choose to live my life and drive a truck but that's his problem not mine. Maybe you did not look at all of the video from when I first arrived. But like I said, we all have bad days.
  Eventually the mechanic came out and we had a talk. He explained to me that he disconnected the brake hose and no fluid was coming out and stopped there. He said the hose was bad and they would have to replace everything to pursue the issue further.(2200 dollars worth)You say they diagnosed and inspected the complete system but somehow missed a cable that had been rubbed bare to metal on the rear passenger ****** and a bad bleed fitting on the driver's side, but wanted me to replace 2200 dollars worth of parts anyways. The mechanic was professional and courteous by the way and I think was just given wrong information by the rep.
  I felt as though I was being scammed so I paid and left. My truck was brought to me without any kind of a bleed and when I got home the cover was missing. It was there and it was fine when I arrived at your shop. I had no idea that the covers were no good after only 145 k miles. Thank you for letting me know just how old and salvage worthy my 15 yr old ********* LT is after 145 k Miles.
  I don't want my money back. It's a stupid tax for me to not go to your store ever again and maybe to never buy a****** truck again.
  I do want to be made whole. I want the cover. I want one like I had. This in not unreasonable.
  Maybe you need to train your guys or gals how to install one because they didn't do it correctly or at all. I waited two business days for a phone call and was blown off and lied to. Again. And now you send a wonderful email saying all of the things someone would say covering for their rep that has obviously done this before, over a wheel cover that you did not install correctly or at all, instead of doing the right thing and fixing the issue that you all caused. Easy fix.
  I paid over 100 dollars to be told that no fluid is coming out of the hose when it was disconnected and now a part of my truck is no longer on my truck. I paid over 100 dollars to be insulted by your aggressive rep and to wonder if I would have to defend myself. Like I said. Look at all of the video. I also paid over 100 dollars for you, as a rep for Chevrolet and ********* to tell me that my truck is old, more than once and in the salvage era, for being 15yrs old with 145k miles, instead of putting the wheel cover back on my truck like it was when I went there in the first place.
  I don't appreciate condescending tone, especially from someone I paid to perform a service that lost a piece of my vehicle, but at this time in my life I choose to accept that I am human and make mistakes so that is why I'm accepting my mistake of spending over 100 dollars in your shop and am only expecting to be made whole from when I went there in the first place, with all the parts that were on it being there again.
  Thank you
  
  J *****