ComplaintsforCovert Chevrolet of Hutto

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been brining my ***** Silverado to Covert ***** in Hutto for over a year for a radio issue. Theyve repeatedly told me that it wasnt a radio but phone problem. Which Ive proven to be false. Theyve repeatedly dinged my truck while doing an oil change, knocked my truck out of alignment; and when I asked them to do a touch up for my bumper, the person who did it, did an absolutely awful job. *******************************, ****** (service), ***** (shop *******) all admitted to it being done in a poor manner. On top of that, I have been repeatedly harassed by several sales reps in the company (*********************************, ***********************, and *********************), receiving multiple inappropriate texts, with no resolution. My truck needs to be fixed (full buff and repaint) and both *******************************, and *********************** need to be terminated.

  Business response

  09/07/2023

  Customer had asked service to repair damage done to the bumper area and was not happy with the touch-up that was done so we agreed to refund the money paid for repair. ****** has made several attempts to assist customer with radio concern including working with ************** for assitance in diagnosis, updating software, and replacing unit several times. ************** sent a field service engineer out to evaluate vehicle and came up with the following conclusion. 

  "We have investigated if we can change the software to prevent this issue. We are not able to. It is something we are going to have to live with.

  Correction: No further repairs are to be made, the radio had already been replaced has most current software and hardware installed in the radio.Radio is operating as designed Iphone can cause the concern if using bluetooth or using a cable. The manufacture side of the radio is operating as designed."

   

  We reviewed the texts messages and do not condone this type of language nor customer interaction. We have no record of these phone numbers or communications from the numbers shown.

  Customer response

  09/07/2023

  Complaint: 20523103
  
  I am rejecting this response because:
  
  The dealership NEVER disclosed that the bumper would not adequately be repaired. Nor was a refund provided. 
  They also dinged and dented my vehicle in several other places and never did a second replacement of the radio. 
  

  The text messages are considered SEXUAL harassment and need to be handled appropriately. 
  Regards,
  
  ***********************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  VIOLATION OF ***** *** CODE *******. They do not sale their cars as advertised (which is stated in the *** codes that you have to be willing to honor your advertised prices)My husband and I went in today to purchase a brand new car, as soon as we started the negotiation process they instantly hit us with a 10K mark up. After almost an hour and a half of dealing with a sales manager we finally walked away dissatisfied.They are also including a $2489 aftermarket increase for a protection program (which also has terrible reviews, btw) on all cars that is not removable under any circumstances.

  Business response

  11/21/2022

  We have tried to contact the customer two different times now, left a voicemail, and have not received a call back yet. At the time the customer was here negotiating a deal on this vehicle, there was also another customer on the showroom working on this same vehicle, attempting to buy it. We offered the vehicle at a price that had an addendum for a market adjustment of $3000 over list price due to supply issues and demand. After informing the customer that the other customer had agreed to buy the vehicle before they did, we offered to sell them a different vehicle that was inbound from the factory that had similar equipment without the market adjustment over list price or the aftermarket additions. They declined to want that vehicle even at the lower price. We are more than happy to sell them a vehicle at list price with no markup if it is available for sale. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle earlier this year. Got the 5 year covert advantage plan at time of purchase that covers some maintenance. Went to get an oil change in September and was told that the service agreement had been cancelled. I never received notification from Covert that the agreement had been or was going to be cancelled. I reached out to the dealership in september with no response. Attached is the service agreement and a picture of the cancelation I got from the service advisor at covert.

  Business response

  11/14/2022

  Left message with customer to explain error, and re-instated covert advantage plan. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a very disappointing experience with Covert ***** in Hutto.I first took it to ********** in ******* on 09/13/22. They said 3 lifters were bad and needed to be replaced, but would take at least 1 week. I couldn't wait that long and needed to return home. They said it should make it back to ******. They charged me $140.00.9/15/22-I took it to Covert ***** in Hutto. Told them what it was doing. Gave them the paperwork from **********. Explained that I had purchase their extended warranty when I purchased the truck there in Hutto and it was still under "bumper-to-bumper" warranty. I was continuosly informed that the company Preferred, who did ***** extended warranties, may not pay for it to be repaired, as there were no error coded on the truck computer. On the first couple of days they had it, they shot a video of the truck running and everyone agreed that the lifters were bad and it was obvious that they would need to be replaced by the noise it was making and it should be covered. (Especially since there were active class action lawsuits pending against GM for this known issue). So now it just sits there, which is now the 09/23/22, until the inspector comes out to look at it and decide if they are going to cover it or not. By the time he gets there and listens to it, I was told, it wasn't making the noise anymore and he wasn't concerned about the video they had shot. So he says they aren't covering anything. Bottom line, on a truck that I purchased from Covert ***** in Hutto dealership and purchased their extended warranty, which it is still under, I was without a vehicle for 13 days total with no loaner or rental provided. I wound up paying over $1,700.00 out of my own pocket to get it fixed.Their radio commercial says that they will treat you like family. Well, *********************************, I would not claim to be related to anyone who treats their customers this poorly.

  Business response

  10/13/2022

  We apologize we were not able to satisfy Mr. *************  He came in with the diagnosis from the other dealer and they believed he had a lifter concerns.  Even with that information, neither the tech or third party inspector could verify or any DTCs showed to ever have been present. The video referenced is of the the exhaust leak that he had due to two broken bolts in the head. It was explained to him that no warranty covers broken bolts and if there was a lifter noise being muffled by by the exhaust leak that it would be in fact be covered, if found. The repair that was performed for the $1700 was the exhaust manifold leak and, after it was complete no other concerns were found.   We again apologize for the confusion and hope that our repairs and assessment were able to get the vehicle back to running well despite not having to fix a lifter issue in addition to the present exhaust leak. 

  
  

  Customer response

  10/19/2022

  Complaint: 18209412
  
  I am rejecting this response because:

  I fail to see how 2 bolts that were "snapped off" wouldn't be covered by the extended warranty that was purchased when I bought the truck. I can understand brakes or other parts that are designed to wear out quickly not being covered, but bolts that are under the hood. That was obviously a faulty set of bolts or improper installation from the manufacturer.
  Regardless, holding a customer's vehicle for 13 days on a job that took less than 1 day to repair, not returning calls to the customer, and then billing them such a high amount for work on a vehicle that was not only under warranty, but also, purchased at Covert Chevrolet in Hutto is incredibly poor customer service. 
  I had been compensated by your dealership in the past for bringing you business. If I had known how unscrupulous of a business you were running, I would have never done such a thing. By your previous response, I realize that you just don't care. I'm sorry for every customer that will have to find that out the hard way.
  
  Regards,
  
  ***********************

  Business response

  10/20/2022

  We again apologize for the time in the shop and the communication.   Covert continues to work through our shop backlog and are in the process of adding new service bays at our facility.   We do hope parts availability improves but that is not something we can control.  However, we will invest in the facility to hopefully more quickly address our customer needs as the ********************** area continues to grow.  

  We understand the frustration for the bolts breaking and will log this concern with both the manufacturer and the various warranty companies to potentially improve their side of the business.  We do hope the repairs completed, not covered by warranty, returned the vehicle to proper working condition.  Time in the shop and communication will improve.  However, we were not and are not "unscrupulous".  This is a family owned business with dedicated local team members who value reputation.  We make mistakes for sure, but they are honest ones.   Hopefully in time we can re-earn your trust if given the opportunity.   

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 ****** Maxima from Covert Hutto in June 2022. It was time for an oil change and it was done in July. After getting the oil change and my receipt the lady that waited on me said that there was a shock leak on the right rear shock. The receipt said that I declined to repair the shock, they never asked me if I wanted them to do the work. The next day my car wouldnt crank and after having my car for 4 days it was determined that I needed a new battery which I didnt have to pay for but my problem with this was that I had the car less than 60 days and had these two issues .So I go back to Covert on June 29 to discuss my issues and how unsatisfied with the car.The salesman person ******************************* who sold me the car seemed like he wanted to work with me on another vehicle. After speaking with ***** I then spoke to a manager who it seemed like he was more worried about a different car for me and a higher monthly payment than looking at the issues that I had been having with the car in less than two months. I left feeling very ignored.I had two different opinions on the shock leak and both said the shock was leaking. On June 30 I went to a ****** dealership in ********** and mileage warranty for the part had expired bye a thousand miles *** I have to pay out of my pocket for the repair. This is the third car that I have purchased from Covert Hutto and never been this frustrated cause I dont know what will happen next .Thanks

  Business response

  10/10/2022

  Customer has appointment scheduled for Friday 10/14 to replace shock that was found leaking. During visit we will also perform a full vehicle inspection with him to ensure confidence in vehicle.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2017 ****** murano here to have a brake noise fixed. They told me that to fix the front part I had to pay $339.00 to replace the brake pads. I decided to do it only on the front part and everything was fine until I paid and left this place. To my surprise the noise became louder than when I took it the first time. I returned to the Agency and there literally began a nightmare that lasted for a month around this place. When we went after we discovered that they did not fix my car and they asked me to leave it there overnight until the next day. At this moment we already had 3 days in a row wasting time paying an Uber and missing work not only me but also my husband. They said that they would check it, they only put a liquid to cover that noise for 2 days and in this they took 3 days. But once again when picking up the truck for the second time the problem was there every time I brake it's horrible I called and tried to talk to the manager but they said he wasn't there and they repeated the same thing to us. Told us that I would have to pay even more money or go to O'Reallys where they bought the brake pads to talk to them about the warranty. This didn't make any sense when I finally managed to talk *********************** director of **************** he didn't want to resolve this situation neither he nor his team wanted each other to be responsible or returning my money made me feel discriminated against for being a woman, not speaking the language and being Hispanic, which is why I do not recommend this place at all because it is not a reliable place, they are not honest, nor are they professional, much less do they love what they do. I just feel that they robbed me there, they made me lose time and they put a lot of stress on me, now I have to find another place to fix this by paying money that I no longer have. I just wanted to share my experience of what happened to me so it doesnt occur to anyone else

  Business response

  07/26/2022

  Offered customer repair of brake concern with OEM brake pads or refund for original aftermarket brake pads. Customer chose refund. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a vehicle on 2/27/2022. I requested for nothing to be added to the contract, including warranties or aftermarket items. I received the contract via email on 5/20/2022. No one reviewed the final contract with me. That includes the additional cost for "other aftermarket" that I never agreed to. What's more concerning is the signature on the contract is forged. During my transition from the salesperson to the accountant, the wrong address of residence was written down on the paperwork by either employee. The accountant assured me that it would be corrected with a proof of residency. The dealership did not receive the correct residence address until March 1, 2022, after I submitted insurance policy information via text for proof of residence. Multiple attempts were done to resolve this, including reaching out to the Sales Manager of the dealership--no one has helped.

  Business response

  06/08/2022

  Our records show that all signatures match on paperwork signed by customer. Also, that the customer was present in the dealership at time of signing and documents were received by customer at that time. We also have text messages from customer asking about the details of the aftermarket products dating back to March. There was no forgery done. 

  Customer response

  06/09/2022

  Complaint: 17243774
  
  I am rejecting this response because:

  I do not accept the response because there are no such texts. I never approved any aftermarket items. The final contract was not reviewed with me. The contract shown to me did not have correct address for me so they asked to give them time to correct it. Afterward, they produced the contract that I had never seen. Therefore I could not have signed it. There are texts showing that dealership received the correct address several days after purchase.

  If the dealership does not want to take responsibility for adding services that were not agreed upon, and then forged a contract, I will contact *************** the bank, and legal counsel.

  This is not just unethical, it is illegal.

  
  Regards,
  
  *************************

  Business response

  06/22/2022

  Spoke to customer, offered to cancel the items that can be canceled, although documentation and timestamps show she was present at time of disclosing and signed for the items. We have no problem canceling them to make her happy. The total amount that is cancellable is $948. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car back on April 10,2022 it is now April 26th,2022 and I still do not have the car. They keep running into all these problems but will not give me a definitive answer as to what is going on. The car then got sent to another dealership and I have not heard anything on it. They made me sign the paperwork that day and now I have nothing to show for it. The first payment will be due soon and I still do not have the car or answers they told me they wouldnt void the contract and give me another car basically saying this is my problem. I am basically now being put in a car that they know is going to have a lot of issues and they do not care.

  Business response

  04/27/2022

  Spoke to the customer, informed her of the detailed items that were being serviced on the vehicle. She said she did not feel comfortable with keeping the maxima that has been getting work done on it. We offered to cancel the entire contract, or gave her the option to select a different vehicle. The customer will be coming Sunday May 1 to look for a different vehicle that she likes. If she likes one that works with the banks requirements, we will sell it to her and replace it with the prior vehicle. If she doesnt find a vehicle, we will completely cancel the entire contract on the original vehicle. 

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 ***** Silverado. The dealer and car fax confirmed no previous accidents. When I got the car, and got it detailed, the person doing the detail showed me that the vehicle was indeed involved in a collision, and showed me all of the parts on the vehicle that had been replaced with aftermarket pieces, that had a different original color and poor paint job.The vehicle came with a cracked windshield, that not until I called and demanded a free repair (the evening after I purchased it), did they confirm that there were a few items on their list of things to do with the vehicle, but they sold it too fast.One of the worst things is that the entire vehicle is covered in overspray from collision repair.I tried texting and calling, numerous times, explaining to the salesman and finance manager, but neither have agreed or accepted dealer fault for not examining prior to selling.This is my 2nd vehicle purchased from Covert ***** Hutto, and what a disappointment that they didnt take care of this prior to selling, and that theyve still not have supported in repairs to remove all overspray.Pictures attached where you can see the marks where overspray is most present.

  Customer response

  03/22/2022

  Better Business Bureau:
  
  I'll need to search for my contract copy, as the dealer didn't give me one, nor did they give me a thumb drive (like they said they would) with the electronic documents.

  Also, I understand the vehicle was an "AS IS" vehicle. This is not my complaint. The dealership should not be selling vehicles with issues without pointing them out to the buyer first, and then the buyer agreeing to buying as is.

  They didn't note or communicate the previous damage the vehicle had, nor the covering in overspray. I was not able to view these issues on my own, but they were shown to me by a professional afterwards.

  The salesman said "we had a list of items we needed to fix, but we didn't have time to fix them because you purchased it."

  They never once made that list available to me prior to purchasing, giving me a chance to accept or decline responsibility.

   

  Regards,
  
  *******************

• Initial Complaint

  03/16/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When I was dealing with ***** and her manager (***** I believe), we came to an agreement on price for the new vehicle and value of my trade. $37500 for the vehicle and **** for my trade. I worked with ******* on the finance side and signed all the documents on the electronic screen that day. He told me he would have all the paperwork Sunday when I returned to drop off title of my trade and pay the rest of my down payment; I was only allowed to make a down payment of 15k on my debit card that day. I paid the additional 5k Sunday and picked up paperwork. When reviewing those documents that evening, I noticed a charge of $3692 for "other aftermarket." I sent both ******* and ***** a message Monday morning to see if they could provide some clarification for this, but neither had an immediate response. I was later informed that it was for a protection package on the vehicle. This seemed questionable to me since ***** was not aware that the vehicle had such package, and ******* tried to sell me a protection package at closing that I declined. That was never discussed at any point, and the paperwork states that the vehicle comes "as is". Not sure if this was already on the vehicle, or if it was applied while I was finishing up paperwork, but I find that hard to believe since they did not have time to change the oil or put gas in the vehicle either. If i was already applied tonthe truck, it doesnt make sense that it was presented as an additonal package to purchase. I was also contacted by **** in customer service, but it took her several days to cone up with " its something that is included in all of our vehicles"

  Business response

  04/11/2022

  Good Afternoon,

   

  Please see attached documents:

  Page 1 is the sales worksheet time stamped and signed by the customer prior to signing final documents with the Finance Manager *******. Page 2 and 3 are docupad digital disclosures in which the customer selected and DID sign for additional coverages!  Page 2 disclosing the figures before the additional coverages added on page 3 which then reflects his new totals. This customer was fully disclosed on all figures multiple times and signed every one of them. 

  The 2nd attachment is the digital footprint of the transaction showing it took place the same day.

  As for the AS-IS statement, the form simply states that the dealership itself does not warranty the vehicle. Any remaining manufacturer warranty would remain and should any additional service contracts be purchased it would be covered by the provider.

   

   

  Customer response

  04/11/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  Page two and three of the first attachment clearly show that I declined any aftermarket add on or packages except for the the custom package that I chose that included the extended warranty and the oil changes. Third page very clearly states everything I declined. Recently saw an article for some dealers in ******* that were fine for a very similar practice (https://www.carscoops.com/2022/04/two-arizona-nissan-dealerships-forced-to-pay-500000-in-fines-for-false-price-advertising/amp/), except I feel my situation is worse because of a lack of transparency or perhaps the misuse of a digital signature. I was provided written paperwork until two days later after I signed all the digital documents. That evening (sun 2/27) when I reviewed them, I reached out to both ******* and ***** to ask about the charge in question. They said they would find out and let me know. I then reached out to ***************************** on 2/28, who said the sales manager would reach out, but again heard nothing. On 3/1, I reached out to the owner *** covert and the general manager *****************, and again heard nothing. Not until I left a negative review on ****** did ******************* reach out on 3/7. She was not able to provide an answer until 3/9 stating that it was a protection package that is routinely added to every vehicle. Sounds suspicious since it took so long for them to come up with that explanation. No one has yet been able to tell me if this is something that was already done to the vehicle before I purchased, or if it was done between me signing paperwork and me taking possession of the vehicle. My experience has only worsened since then. I was recently contacted by *************************** claiming that ***** has been trying to reach me because they failed to inspect the vehicle before I took it and they can't issue the tags. I have no missed calls, texts, or unread emails from ***** and I have to go get the truck inspected and mail the paperwork before I get tags.
  
  Regards,
  
  
  *************************

  Business response

  04/25/2022

  Attachments show refund check sent to ********************** lien holder along with the 2nd attachment showing tracking it had been received 4/14/2022. An email with this items were sent to ****************** on 4/13/2022

  Customer response

  04/26/2022

  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.
  
  
  Regards,
  
  
  *************************

*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. ↩