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:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a vehicle this month and now it's needing repairs

  Business Response

  Date: 07/28/2025

  Good morning, 

   

  We have already addressed this customer and have authorize to pay for the repairs at a ********** Dealership.  Customer is now happy and handled 

   

  Thanks 

  Customer Answer

  Date: 07/28/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2025

  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.

  My wife and I went to **** Cooley in ******, **. We bought 2 vehicles on the same date. We were told we were trading our vehicles in but about a month later we got notices from our banks that both our vehicles had been impounded and repossessed from **** *********************** When we tried to communicate with the dealership about this on several occasions they lied and said they told us it would be repossessed. They also told us that since we left our vehicles with them they towed them for free to the impound which was a lie per our banks. They said our vehicles were both under the family guarantee warranty and we'd both get a 2nd key fob then repeatedly tried to get us to pay for the 2nd fob out of pocket. We are just now getting the 2nd fob for both vehicles 8 months later. They have cost us thousands of dollars and ruined our credit score. Anytime we reach out to solve the matter they claim that ******* the sales associate doesn't work there anymore and *** the finance associate who wrote our contracts was fired. ******* still works for **** Cooley but transferred to ******. Again this has cost us thousands of dollars and ruined our credit scores. We now have to find a lawyer to help us with this issue and **** Cooley refuses to take responsibility. This happened 9/7/24.

  Business Response

  Date: 05/30/2025

  We are attempting to reach out to the Villafanas and will try to get a resolution for so they are satisfied.
  

• Initial Complaint

  Date:05/12/2025

  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.

  My husband and I went to **** Cooley in ******, **. We bought 2 vehicles on the same date. We were told we were trading our vehicles in but about a month later we got notices from our banks that both our vehicles had been impounded and repossessed from **** *********************** When we tried to communicate with the dealership about this on several occasions they lied and said they told us it would be repossessed. They also told us that since we left our vehicles with them they towed them for free to the impound which was a lie per our banks. They said our vehicles were both under the family guarantee warranty and we'd both get a 2nd key fob then repeatedly tried to get us to pay for the 2nd fob out of pocket. We are just now getting the 2nd fob for both vehicles 8 months later. They have cost us thousands of dollars and ruined our credit score. Anytime we reach out to solve the matter they claim that ******* the sales associate doesn't work there anymore and *** the finance associate who wrote our contracts was fired. ******* still works for **** Cooley but transferred to ******. Again this has cost us thousands of dollars and ruined our credit scores. We now have to find a lawyer to help us with this issue and **** Cooley refuses to take responsibility. This happened 9/7/24.

  Business Response

  Date: 05/29/2025

  We are attempting to reach out to Ms. ********* and will try to get a resolution for her so that she is satisfied.

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising 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.

  On March 3rd 2025 I went to purchase a vehicle from Clay Cooley Chevrolet, I specifically asked to make sure the price of the vehicle was $33,887 , they agreed, when I was signing my financial documents I chose to get a service plan and was told the price was $1495 , I traded in my current vehicle at the time. During signing the paperwork I didnt see any of the monetary values and was rushed through signing. When I received my paperwork online and went over it the next day the prices were not was previously discussed and agreed upon. The price of the vehicle was changed to $37124.63 and the service plan was changed to $4400. I reached out to the dealership and when someone finally called me back I said that it was not correct . They told me it was right on their end and treated me like I was stupid and couldnt clearly see the numbers were incorrect. I was very frustrated and angry that they deceived me and I said that I wanted to return the vehicle per their 3 day policy if I wasnt happy with the vehicle, they then told me that they had already got rid of my vehicle so that was not possible. Ultimately I was tired of arguing with them and I decided to file a complaint with the bbb

  Business Response

  Date: 04/08/2025

  Good afternoon *******,
  
  Thank you again for taking time this afternoon to resolve your Complaint to the Better Business Bureau.
  
  Per our discussion, I agree to upgrade your 3 year Family Guarantee to the 5 year Family Guarantee at no cost to help resolve this issue.
  
  I hope this satisfies any outstanding issues regarding this manner.
  
  If you have any concerns or questions, please feel free to contact us at Clay Cooley Chevrolet.
  

  Customer Answer

  Date: 04/08/2025

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 04/08/2025

  We spoke to customer yesterday and offered her an extension of her Family Guarantee from 3 to 5 years at no extra cost.  The issue has been resolved

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clay Cooley Chevrolet, ************************************ I am filing this complaint due to deceptive sales tactics, misleading financing practices, and lack of transparency at Clay Cooley Chevrolet in ******, ***On March 6, 2025, I found a vehicle on their official website and visited the dealership the same day. Upon arrival, we were told the vehicle had already been sold and were pressured to consider higher-priced options. However, after leaving, I received a text asking if I was still interested in the same vehicle, contradicting what we were told. The next day, sales representative ******* ******* confirmed the vehicle was still available and sent pictures, so we returned to the dealership.Upon seeing the car, it had visible scratches, a strong urine odor, and a vibration over 40 mph. Mr. ******* dismissed concerns, claiming it hadnt been serviced yet despite already being listed online.We told them we would do the financing through ****, but the dealership insisted on running her credit, falsely claiming they could match or beat ***** rate. After doing so, they provided monthly payment estimates without an interest rate. When pressed for transparency, they admitted they could only offer 89%significantly worse than *****When we proceeded with our **** loan application, we were repeatedly pressured to sign paperwork without knowing the final vehicle price, taxes, or fees. When I requested the full cost breakdown before signing, the manager refused. As we completed the loan, the manager entered, took the paperwork, and later, Mr. ******* told us the dealership was "parting ways" due to our resistance to signingeven though our **** loan was approved.Desired Outcome:I request the BBB investigate this dealership for deceptive practices and ensure they are held accountable for dishonest sales and unethical financing tactics. Consumers should beware when dealing with this dealership.

  Business Response

  Date: 03/18/2025

  
  Customer was trying to purchase the 2020 Corolla (which we sold the same day, but customer picked up the next day). There were no urine odor or excess scratches on the vehicle. The lady worked for ***************** and had her brother here telling her how to purchase a vehicle. We agreed to their numbers however, they refused to sign the preliminary documents. 
  
  They went from claiming they had their USAA financing set up, to having to apply and go through the entire process while they were here. They asked for drive out pricing and we gave them the calculation down to the *****. In the process of them doing all of that, we found another customer that wanted to buy the car and sold it to them. 
  
  
  Yes, we did pull their credit with consent but did not submit it anywhere because once again they refused to sign final docs.
  
  
  

  Customer Answer

  Date: 03/21/2025

  Please review attached documentation. 

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because:   Please review attached documents. 

  Business Response

  Date: 03/24/2025

  Dear BBB,

  This response is not coming from the actual buyer but more so the self proclaimed automotive expert whom had nothing to do with the transaction. 

   

  Also, the client in question gave a direct credit application and authorization to submit her credit for financing options. In agreeance with **** regulations, we submitted it to more than one back so that we could make sure the best and favorable rates were available. 

  The client went from "stating" they had USAA financing to attempting to acquire it while at the dealership. If they were so positive that their financing was in place, they would not have filled out a credit application and applied for financing. Nontheless, this compliant once again deserves no merit because it is not being displayed accurately by the person who actually was involved with the transaction.

   

   

  Please close.

  Business Response

  Date: 03/24/2025

  Dear BBB,

  As previously stated, this is a frivolous attempt from someone that had no direct desire to purchase a vehicle from the dealership. The actual client herself has made no complaint directly to you. Please close this case to prevent further time from being wasted on this matter.

   

   

  Thank you.

  Customer Answer

  Date: 03/25/2025

  I am rejecting this response because:   Please review attached documents. 

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 ***** Silverado truck on 09/14/2024. I didnt get the truck until 09/19/2024 and that day it left me stranded at my aunts house. It didnt want to change gears from park. I messaged the sales person who then had me contact the sales manager and they sent a tow truck the next day to pick up the truck. I got the truck back on 09/25/2024 and they said the truck had a problem with a sensor and they had replaced it, so then on 09/26/2024 it happened again the same issue was happening where it would not shift gears. I called the sales manager whom then got the general manager on the phone and repeated to them the same issue. They came out to my home and I told repeatedly the general manager that I wanted to make sure there would be an extended warranty on the vehicle due to the issues the truck was having he then confirmed that I would have it and they would be emailing me the copy of the warranty. On 09/27/2024 the mechanics went to the home to the pick up the truck for repair again. On 10/17/2024 they then told me the truck was ready and that some module parts had been replaced and that they had drove it 80 miles to make sure it was good and no issues. The general manager had told me that if it continued to have the same issue or anything I would be able to go back in to get a different truck and trade it due to the many issues it had since the beginning. On 01/05/2025 the truck had done the same thing and I had to pay a tow truck $80 to tow it. On 01/19/2025 the truck left me outside the church and it would not shift gears at all the check engine light kept coming on. I spoke with the dealership and they completely screwed me with removing the warranty and I made 3 payments just for a truck I didnt get to have or enjoy long. They took long to send me the paperwork because I kept calling them. I reported everything to the finance bank because this was completely scam after I had previously purchased a vehicle from them that I paid off.

  Business Response

  Date: 02/19/2025

  Good afternoon 

  We called the customer so we can be able to bring the vehicle back to our service department and fix the existing issue but found that the customer does not have possession of the vehicle any longer. We apologize for any inconvenience we could have cost but unfortunately there is not much we can do to solve the service issue with the vehicle. 

   

   

• Initial Complaint

  Date:01/31/2025

  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.

  Despite paying $1,600 for repairs, my vehicle is still completely inoperable, and the service department has been unresponsive in addressing my concerns.Initial Diagnosis (January 3, 2025):After multiple mechanics failed to diagnose the issue, I took my vehicle to **** Cooleys service department for evaluation. I was told it was an electrical problem requiring $1,600 in repairs.Update on January 16, 2025:After completing the electrical repair, the service team mentioned potential engine issues (timing chain, camshaft, or crankshaft) but assured me the car would still work. Since further diagnostics would cost $3,000 with a discount *****k with no discount, I chose to defer them since I was told the car would still ******** Pick-************** Issues:Upon paying $1,600, I was told the car would start but not drive due to a possible motor issue. Before leaving, I confirmed it would at least start. However, after towing it home, the car no longer started at all.Failure to Address the ********************** Conduct:I made several attempts to contact the service department, but my calls were ignored. My sister-in-law emailed them, and only then did I receive a response. Instead of addressing the issue, the representative berated me, accused me of trying to get free repairs, and insisted that the repair wouldnt work if the engine had other issues. At no point was I told that my car would remain non-functional after paying $1,600.Request for Resolution:The repairs were supposed to come with a warranty, and I was assured my vehicle would at least start. In my opinion **** Cooley ****************** either:Misdiagnosed the issue,Failed to communicate repair limitations, or Did not complete the repair as *********** customer should pay $1,600 and receive a non working car. I have been without a car for weeks with no way to even get to work, I scrapped all I had just to pay these repairs.Attached: Email correspondence with the service department.

  Business Response

  Date: 02/17/2025

  She is upset because the service department told her the car was not going to be drivable, but it would at least start.  When the car got to her house it didn't start. She was seeking $1600 refund.
  She was offered her $500 credit to any future transaction with our service department
  

  Customer Answer

  Date: 02/17/2025

  Thank you for forwarding the business's  response. However, their statement misrepresents my concerns and does not accurately reflect my complaint.
  
  1. Mischaracterization of My Intentions
  
  At no point did I request a full refund of $1,600. My concern was that the service department misinformed me about my car's condition, assuring me it would at least start. When I received the car, it did not start at all, leaving me stranded and frustrated.
  
  2. No Offer Was Made
  
  The business claims they offered me a $500 credit toward future service, but this is completely false. Not only was no such offer made, but I was treated as though I was just trying to get free services, which is both unfair and untrue. My complaint was about the inaccurate information given to me regarding my vehicles condition, not about seeking free repairs.
  
  3. Request for Accountability and Resolution
  
  My primary goal is for the business to acknowledge their mistake and take responsibility for the incorrect information they provided. I am open to a fair resolution but will not accept being misrepresented or dismissed as someone looking for a handout.
  
  
  I appreciate your assistance in addressing this matter and ensuring businesses are held accountable for their actions. Please let me know if further details are needed.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   

   

  Thank you for forwarding the business's  response. However, their statement misrepresents my concerns and does not accurately reflect my complaint.
  
  1. Mischaracterization of My Intentions
  
  At no point did I request a full refund of $1,600. My concern was that the service department misinformed me about my car's condition, assuring me it would at least start. When I received the car, it did not start at all, leaving me stranded and frustrated.
  
  2. No Offer Was Made
  
  The business claims they offered me a $500 credit toward future service, but this is completely false. Not only was no such offer made, but I was treated as though I was just trying to get free services, which is both unfair and untrue. My complaint was about the inaccurate information given to me regarding my vehicles condition, not about seeking free repairs.
  
  3. Request for Accountability and Resolution
  
  My primary goal is for the business to acknowledge their mistake and take responsibility for the incorrect information they provided. I am open to a fair resolution but will not accept being misrepresented or dismissed as someone looking for a handout.
  
  
  I appreciate your assistance in addressing this matter and ensuring businesses are held accountable for their actions. Please let me know if further details are needed.

  Business Response

  Date: 02/19/2025

  We apologize for the inconvenience; it looks like the service department told you the vehicle was starting but when you tried to start it nothing happened.

  After reviewing our options, we are willing to get the vehicle towed to our dealership and do our best to rectify the issue. By working on the vehicle again and get it to start. Please let us know if that is something you will be open to do.  

  Thanks in advance and again I am very sorry for the inconvenience we have caused you, 

  Customer Answer

  Date: 02/22/2025

   Thank you for forwarding the business' response. I appreciate their willingness to address the issue and find a resolution. I am open to giving them another opportunity to repair my vehicle, provided we can agree on the following:
  1. The business arranges and covers the cost of towing the vehicle to their dealership.
  2. If they are unable to successfully repair the issue, they tow the truck back to my home at no charge.
  3. If the issue cannot be resolved, I would appreciate a refund so that I can seek assistance from another mechanic. 
  
  
  
  Please let me know if these terms are acceptable so we can move forward. I appreciate their efforts and hope we can reach a fair resolution.

  Customer Answer

  Date: 03/02/2025

  I am rejecting this response because:   No one has tried to reach out to me to get the car towed back to the service department to work on the issue.  

   

  Thank you

  Business Response

  Date: 03/05/2025

  I have emailed the customer to schedule a time for us to pick up her car and get it towed to our service department so we can work on it

   

  Thanks 

  Customer Answer

  Date: 03/10/2025

  Dear Better Business Bureau,
  I appreciate your time in reviewing my case. I am reaching out again because the service department manager, ****, has now stated that they will not even attempt to pick up my truck to try and get it to start, despite previously agreeing to tow it back as part of this case. Instead, they have offered to refund only half of the $1,600 I paidbut only if I agree to close my BBB complaint.
  My only goal is to recover my money so that I can take the truck elsewhere for repairs. I have been without a working vehicle for months, making it extremely difficult to get to work. This situation remains unresolved, and I sincerely hope for a fair and reasonable resolution.
  I truly appreciate any assistance you can provide in addressing this matter.
  Thank you for your time and support.
  
  

  Customer Answer

  Date: 03/17/2025

  Dear Better Business Bureau,
  I appreciate your time in reviewing my case. I am reaching out again because the service department manager, ****, has now stated that they will not even attempt to pick up my truck to try and get it to start, despite previously agreeing to tow it back as part of this case. Instead, they have offered to refund only half of the $1,600 I paidbut only if I agree to close my BBB complaint.
  My only goal is to recover my money so that I can take the truck elsewhere for repairs. I have been without a working vehicle for months, making it extremely difficult to get to work. This situation remains unresolved, and I sincerely hope for a fair and reasonable resolution.
  I truly appreciate any assistance you can provide in addressing this matter.
  Thank you for your time and support.
  
  
  

  Customer Answer

  Date: 03/17/2025

   Dear Better Business Bureau,
  I appreciate your time in reviewing my case. I am reaching out again because the service department manager, ****, has now stated that they will not even attempt to pick up my truck to try and get it to start, despite previously agreeing to tow it back as part of this case. Instead, they have offered to refund only half of the $1,600 I paidbut only if I agree to close my BBB complaint.
  My only goal is to recover my money so that I can take the truck elsewhere for repairs. I have been without a working vehicle for months, making it extremely difficult to get to work. This situation remains unresolved, and I sincerely hope for a fair and reasonable resolution.
  I truly appreciate any assistance you can provide in addressing this matter.
  Thank you for your time and support.
  
  

  Customer Answer

  Date: 04/28/2025

  Clay Cooley Chevrolet did not contact me directly or make any additional efforts to address my concerns after my last response. Additionally, I had the truck repaired by a different mechanic, who identified that the problem was not what Clay Cooley Chevrolet had diagnosed or charged me for. The truck has now been properly repaired and is running correctly. I am requesting all of my money back 

  Customer Answer

  Date: 05/09/2025

  Clay Cooley Chevrolet did not contact me directly or make any additional efforts to address my concerns after my last response. Additionally, I had the truck repaired by a different mechanic, who identified that the problem was not what Clay Cooley Chevrolet had diagnosed or charged me for. The truck has now been properly repaired and is running correctly. I am requesting all of my money back.

• Initial Complaint

  Date:01/11/2025

  Type:Order 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.

  We purchased a 2025 ***** Trailblazer from this dealership, assisted by Sales Associate ******* *******. Our experience was disappointing due to misrepresentation of pricing, lack of transparency, and unethical practices.We traded in our fully owned vehicle, expecting the $10,000 trade-in value to later be applied toward the loan amount. However, the dealership used the trade-in as a down payment instead, inflating the vehicle price without clearly explaining this to us.We were quoted an out-the-door price of $23,290, which we were told included a $3,000 warranty. After the sale, we discovered that the true out-the-door cost was $33,290, far above the vehicles MSRP. Upon reviewing the contract (which we had to download from the lenders portal because the dealership did not provide a copy), there was no $3,000 warranty listed.******** ****** in the finance office assured us multiple times that the loan amount would total $23,290. However, upon reviewing the loan documents, we saw $8,662 in additional warranties had been added without our knowledge. At no time were these warranties explained to us. When we asked about canceling the warranties, ******** initially told us to contact the lender as only they could cancel the warranties. After contacting the lender, we learned only the dealership could cancel these warranties and issue ********** the time of the sale, we were not given a copy of our contract. When we later asked ******** for the paperwork, he told us, We dont give that out to customers. After pressuring the dealership, ******** gave us a cancellation form for the warranties. We signed it but were told the process would take 812 weeks.We request the dealership immediately process the warranty cancellation and expedite the $8,662 refund. We ask for a review of the $10,000 trade-in application to clarify how it was applied. We hope the dealership improves its transparency practices to ensure others are not taken advantage of.

  Business Response

  Date: 01/17/2025

  The customer filled out the cancellation form on all additional products that were added to his loan.  An email to cancellations to make sure they expedite the process. 
  
  Regarding the trade in. The customer was given exactly $10000 for his vehicle, and it was applied directly to lower his amount finance and that shows on his law contract.
  
  

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought 2024 ***** equinox EV on 12/7/24. 24hr on later 12/8/24 the car starts giving a warning of Service High Voltage Battery System Error. The first thing jumping to my mind was lithium batteries have a history of causing fires/exploding. Minutes later the car starts fogging up and heavy burning gassy smell starts to fill the car up. My level of panic/terror spiked through the roof while finding myself unable to breath due from heavy fumes. Hearing the sounds of kids crying for help Mommy, mommy, we cant breathe!!! and at the same time thinking the car was going to blow up is an experience no person or parent should ever have to go through. I literary saw my family and I dying that night. Car gets towed to the dealer the next day. That afternoon we spoke with the sales manager ***** ****** and told him the horror we lived through, and he tried to play it off as if it was nothing and kept trying to convenience us to stay with the car when we requested a refund. He promised us they would fix the car by Thursday that the only issue with the car is that it was missing free-on and a software update because someone at the dealer forgot/failed to properly inspect the vehicle prior to releasing it for purchase. Now we verbal find out the car needs parts that are on back order and no one know when the car can be fixed or if it can even be fixed. Since the car arrived at the dealer we have never received one formal call or email from the dealer telling us what is wrong with the car or what options we have. We asked for an even exchange car since they have another exact car but they will only do this if my husband is added to the loan so they can get a new person to apply to make it look like a new sale and we have to pay $2000 more even thought its the same car. They will not refund us our full money back, or tell us when or if the new car we had for less than 24hrs is repairable, or exchange the car. We have been left carless and recovering from a traumatic event.

  Business Response

  Date: 12/24/2024

  We have spoken with this customer and have a resolution with them. Thank you, *****

  Customer Answer

  Date: 12/24/2024

  After complaining to the BBB, on ****** reviews, and contacting ************** the dealer finally agreed to swapping the vehicle and doing an even Vin swap which was all that was asked from the very beginning. It's a shame it took all this for the dealer to do what should have been done at the very beginning when the issue with the vehicle started. Overall I still think this dealership is not operating in the customer best interest. 

• Initial Complaint

  Date:11/01/2024

  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.

  My vehicle has been at this dealership for a little over a month now. It's been plagued with issues since I purchased it in October of 2022. 2 days after purchase I recieved notifications on my phone from my vehicle stating it needed service to the battery. This is a 2020 Chevrolet Tahoe. 2 days after that I recieved a notification that my alternator was needing service. 2 days after that I recieved another notification that my alternator still needed service. I brought it back here in September 2024 because my check engine light came on. They told me the problem may or may not be covered by warranty. It took 2 weeks to determine if it would be taken care of by preferred warranty company of the dealership (Ally). It took another week for them to decide it could be fixed under warranty. It took another week to "fix" the issue. Once fixed, they kept saying it needed to be test driven. That took an additional week. They finally told me that I could come get my vehicle, but I'd need to purchase a new battery that THEY ran down. I get notifications on my phone whenever my vehicle moves, so I know for FACT they were driving my vehicle and leaving it running over night. This is by far the worst automotive service experience I've ever had in my life.

  Business Response

  Date: 11/04/2024

  We will work with Mr. ****** for a resolution, but his vehicle was in the shop last in November 2022 when we gave him the battery for no charge. Unfortunately, in the two years since the battery has lost charge and we cannot provide this additional battery at no charge like we did last time. We will continue to help him as best we can. Thank you, *****

  Customer Answer

  Date: 11/04/2024

  I am rejecting this response because:   The vehicle was purchased October of 2022. In that time my truck recieved service from the dealership 3 times. Once for the battery, and twice for the alternator over charging. Both battery issues. If I purchased it from this dealership, I would expect them to make me whole since they are the ones selling me the vehicle. I shouldn't have any engine issues less than 30 days from purchase. 

  Business Response

  Date: 11/04/2024

  We accept that you should not be responsible for issues within the first 30 days, which is why we replaced the battery back in 2022 after you purchased. But it has been 2 years since you purchased the vehicles, and the battery becomes a regular maintenance item at that point.  Chase