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:11/13/2024

  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.

  This company has on multiple occasions failed to deliver services.The service **** in particular is a tragedy. I have had to obtain my own parts due to back orders that lasted months. They think its okay to leave people without transportation for that amount of time.This occasion I took my car into the shop for a problem. I was told the problem was remedied. Two weeks later I face the same problem. Im told I didnt have the problem fixed there, called a liar by ****** in the service ****. gaslit and oversold to! But most of all, my problem was not fixed!! The same exact thing happened two weeks later and they said they wanted to not only charge me again. They also said it couldnt be guaranteed to be the same problem even though the exact same situation happened. My car died while in drive. While pressing the gas and driving down the road.This company leaves a single mother with no transportation and no means to get back and forth to work. I have no means to take my children to school. They cant find a problem with the vehicle because it throws no codes, so they want me to wait till they find something before giving me a loaner. So ultimately, if I lose my job it will be the fault of this establishment, Knapp ****** I have mentioned all the aforementioned statements and Knapp ***** does not care. Thank you for leaving me stranded with no way to get my children to school and no way to get to work so I can pay my bills as well as the costs for continuous repairs. My car is 3 years old with 53k miles. They act like my car is the problem. My car is 3 YEARS old. If I cant use a $40k car for more than 3 years then something is wrong!!

  Business Response

  Date: 11/14/2024

  Thank you for expressing your concerns. We always do our best to complete a thorough inspection and to address our customer's vehicle concerns. As a vehicle ages, the components age, and unfortunately sometimes components go out around the same time. The issues in September were parts failures that were replaced, and the cause of the break down a few weeks ago was due to a bad battery.  We do a complete test on a battery that both attempts a charge and identifies bad cells.  The vehicle arrived this week without any identifiable issues that could be duplicated or that would cause the vehicle to stop again. The components around the electrical system were tested in addition to the battery and related components. Multiple technicians ran diagnostics, along with our shop *******, and we also reached out to ** technical assistance for input on additional routes to duplicate the concern. It was determined that the vehicle is operating as intended. We want you to have confidence in the vehicle, and are here to assist in the future. Our service manager, ***** ********, will be reaching out to you today.

• Initial Complaint

  Date:10/29/2024

  Type:Order 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.

  We bought a ***** Bolt EUV rom this dealer in Feb 2023. After getting this vehicle, they did not provide us with a proper sales contract. I now need the sales contract in order to contact ***** because the vehicle is having issues. Despite contacting this dealership multiple times, they are delaying and not providing us with the original contract that they were supposed to provide us when we bought the vehicle. We have reached out to Mr. **** ********, who is supposedly the manager and Mr. ***** **** (Via Email) to obtain the contract but they are just not responding. Even the Chey representative is trying to reach these guys but to no avail. I just need my original sales contract so that I can get a proper resolution to the issues with my car.

  Business Response

  Date: 10/30/2024

  Hi Mr ********************** you for the follow up, our office should be emailing the purchase order to you today, it was emailed to ** on 10/24.  We have a new sales system and it looks like the request went to one of our sales consultants and did not make it to our business office. No excuses, we apologize for the delay and will make sure everyone is properly trained so that this never happens again.  If you have any questions or need additional assistance, please reach out to ***** **** ************************************ or give him a call at ************.

   

  Thank you,

  ***** Knapp

  Customer Answer

  Date: 11/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. However, it should not have come to this. It's a simple enough request that a dealership could easily handle. Thanks to them for the response even though it was late it was not never.

  
  
  
  
   

  
  

• Initial Complaint

  Date:10/25/2024

  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 recently visited Knapp Chevrolet in ******* to lease a 2025 Chevrolet Equinox EV and had a terrible experience on Oct 24, 2024.Before my visit, I agreed on a one-pay lease amount of $3,450.02 with a sales representative, *** ******. I even double-checked with her to confirm that this one-pay amount would include all taxes, title, license, and disposition fees, with nothing extra to pay. She confirmed this in writing over email. However, when I arrived at the dealership, prepared to sign, I was blindsided by a final price that was more than a 70% increase from what was initially promised. When I asked *** to explain this huge price jump, she continued to provide misleading information. It was clear she was being dishonest. The entire interaction felt like a bait-and-switch scheme, which was not only unethical but ************ make matters worse, today (Oct 25, 2024) I received an email notifying me of active subscriptions to OnStar Premium, SiriusXM Platinum, ******************* and a Data Plan--all of which could incur monthly fees. Knapp Chevrolet activated these plans WITHOUT MY PERMISSION, despite the fact that I did not even sign the contract! I had to make a phone call to cancel these subscriptions.Knapp Chevrolet seems to operate on deceptive practices, luring customers in with attractive quotes, only to significantly raise the price once you are there. After reading other reviews, I realized this was not an isolated incident--many customers have reported similar issues with dishonesty and poor treatment. No wonder this is one of the lowest-rated Chevrolet dealers in the *************** area.This experience wasted considerable time, both in visiting the dealership under false pretenses and in having to later cancel multiple unauthorized subscriptions that the dealership activated WITHOUT MY PERMISSION. The deceptive treatment I encountered not only disrupted my schedule but also caused a significant amount of stress and impacted my mental well-being.

  Business Response

  Date: 10/26/2024

  Thank you for the information, we will review it with our team when they arrive on Monday and address the matter and our process of handling a something like this.  Based on the notes in our system, we agreed to match a deal that the customer's friend received from another dealer.  It was for $3,023.52 first payment and $3,450.02 due at delivery.  The customer asked for a one-pay lease in what now appears to be a deceitful way to game our dealership into matching a bogus deal. Upon our review of the contract, to match a one pay lease it would require the same down payment and one pay lease due at delivery to meet the terms of the requested one pay lease, which was offered to the customer. 

  There does not appear to be a path to resolution on this matter, as we agreed to match the terms of the deal presented.

  Customer Answer

  Date: 10/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The response from Knapp Chevrolet is both inaccurate and evasive. I am disappointed by the attempt to shift blame instead of addressing the core issue: Knapp Chevrolets failure to honor a written agreement and the use of bait-and-switch tactics that wasted my time and created an unnecessarily unpleasant experience.

  The following facts clarify the situation:

  1. Clear Written Agreement: When I asked sales representative *** ****** about the large discrepancy in prices, she claimed it was primarily due to taxes. However, written confirmation was provided by *** ******, clearly indicating that the one-pay lease amount included all taxes, title, license, and fees with no additional costs. There was no mention of any additional down payment or a dual payment requirement as now alleged. Suggesting otherwise misrepresents the original terms. I have attached the email conversation history earlier as proof, which demonstrates that Knapp Chevrolet engaged in deceptive practices.

  2. Unauthorized Add-On Services: Knapp Chevrolet subscribed me to costly add-on services, such as OnStar Premium, SiriusXM Platinum, ******************* and a Data Planall without my permission. This occurred despite the fact that no contract was signed, and attempts to receive an explanation from the dealership on this unauthorized action have been ignored. This lack of transparency and consent in adding services constitutes a significant breach of trust.
  

  
  Regards,
  *****
  
   

  
  

  Business Response

  Date: 11/04/2024

  We understand that the resolution has been rejected.

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The business owner refused to make an apology or acknowledge any wrongdoing, making it impossible to reach an agreement. Since the core issues remain unaddressed and unresolved, I cannot accept this response or consider the case closed.
  
  Regards,

  *****

  
  
   

  
  

  Business Response

  Date: 11/18/2024

  We understand that the matter is unresolved

• Initial Complaint

  Date:10/07/2024

  Type:Delivery 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.

  Date of Vehicle sale 26 Aug 2024 at Knapp Chevrolet****** *************************. Upon signing of fully executed contract, Knapp employee stated that license plates would be arriving at the buyers home address within 2 to 3 weeks. On or about 1 Oct 2024, buyer received voicemail from Knapp employee stating that he needed to physically return to dealership (several hours drive) to pickup license plates. Absent prompt delivery of license plates from the business location and to buyers address as shown on purchase contract, will result in a complaint filed within the *** as the dealership has already billed the buyer for this service.

  Business Response

  Date: 10/07/2024

  Thank you for the notification, it sounds like there might be a misunderstanding. The state allows 60 days to process license plates without penalties for a number of reasons. Our first call once the plates are processed is made to let the customer know the plates are available and at the store and ready for pickup.  We never have a problem mailing plates if a customer requests them to be mailed. I apologize for any misunderstanding, but am curious if you spoke with someone here that refused to mail the plates?  

  Calling to confirm a customer's plates are available for pickup is a fairly standard practice, but I would like to know if one of our people refused to mail plates because that should never happen.  I just called and left you a voicemail, feel free to reach out any time.
  
  Thanks,

  ***** Knapp

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.

  Reference attachment for written response. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 10/08/2024

  We understand that the plates were processed in a longer than expected time and apologize for any inconveniences. Upon receipt of the BBB complaint yesterday and finding out that the customer wanted the plates mailed, the plates were mailed to the customer. We are considering the matter closed, but understand that there was a dissatisfaction with the communication and timeliness of the customer's receipt of plates.

• Initial Complaint

  Date:09/26/2024

  Type:Product 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.

  We purchased a used 2023 Lincoln Nautilus from ***** Chevrolet on August 24, 2024. We paid cash for the car. The sales person (Tatiana) did not explain any of the fees to us. Sent us to the finance manager. (Aaron ****) He told my husband to sign on the iPad for the paperwork. He did not explain any of the fees. We assumed it was the cash plus taxes title and license. After receiving a copy before we left his office we immediately ask him about the charge of 995. He said we couldnt cancel and never explained what it was. We ask the manager (Devin *****). No one would tell is what it was. They just said we couldn’t cancel. After weeks of researching and calling about 8 or 9 phone numbers I got info on how to cancel. I just received an email saying it couldn’t be cancelled. I ask why. They said it was an etchgard policy. So I have been out to the car where I do not find any etching on the glass of my car. Why could no one tell us anything. They ****ed us out of there that day as if the place was on fire. They have not been honest to us avoiding the question when we ask what it was. I had to contact the finance manager twice to get copies of what it was. It still didn’t explain what it was. I had to go online to see what it was. I would like to know where the etching is on my car and if not there I should get a full refund which I feel I should get anyway being as we discussed that within 5 minutes of getting the paperwork from them. I will not recommend them to anyone for anything. The place of business is ***** Chevrolet 815 Houston Ave Houston Texas 77007. Phone number 713-228-4311. ** **** ** ****** **** ***** ********** *** ****** ** ***** ************ **** ******* ******** ********************** ******* ******** ****** ***********

  Business Response

  Date: 09/27/2024

  Hi Mrs. ****,
  Thank you for taking my call this afternoon. We hit a few bumps along the way when you purchased the vehicle, and we'll be working with our team to make sure the next time you visit we have a much better process, from the start of the sale to the end of it.  Juan ******** will be reaching out to you shortly to work on the cancellations.

  
  Thank you,
  Robby *****

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   I did not respond because I have not received the refund yet  I was waiting until it was all completed. Said it would take 6 weeks to get refund.  I was going to tell y’all that but there was no place to respond after his response  it gave a choice to close and complete and I wanted u til everything was done   
  

  Business Response

  Date: 10/18/2024

  No problem, Caregard processes the cancellations and then issues the refunds, we can wait until it is processed to resolve the concern with BBB

  Thanks,
  Robby *****

  Customer Answer

  Date: 10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  He said he didn’t mind waiting to close the complaint until I get payment. It will take up to six weeks from the time of processing. So it should be here in about two weeks. 
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/05/2023

  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.

  I had dropped my car off for repair at Knapp Chevrolet on 8/23/23 due to a rear end accident. Upon picking up my car, I noticed that there was damage made to the center arm rest in my car. I addressed the issue with the repair shop manager as the damage was not there when I dropped my car off, but he disputed the claim. They stated that pictures were taken however, they were not taken until a day after my car was dropped according to Jayme. She stated they were taken 8/24/23. Because of this, there was a day in which the damage could have been made. I spoke with Devin the GSM and expressed my concern regarding the situation. I was told that the GM would be getting in contact with me and we are currently now at 10/05/23 with no direct response or resolution to the interior damage to my car.

  Business Response

  Date: 10/06/2023

  Thank you for the feedback, we
  take pictures of all vehicles before we complete the estimates or work to have
  a complete picture of the damage. The damage was captured in the photographs
  that were taken the day after the vehicle arrived, but before any work was
  performed on
  the vehicle.  As a policy we do not take
  responsibility for damages that have been documented prior to the repairs, but
  we are working with the customer on a resolution to the issue.

  Business Response

  Date: 10/06/2023

  Thank you for the feedback, we
  take pictures of all vehicles before we complete the estimates or work to have
  a complete picture of the damage. The damage was captured in the photographs
  that were taken the day after the vehicle arrived, but before any work was
  performed on
  the vehicle.  As a policy we do not take
  responsibility for damages that have been documented prior to the repairs, but
  we are working with the customer on a resolution to the issue.