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:01/03/2025

  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.

  I bought a new 2024 ***** ******** in April of 2024. Since then it has had multiple issues. The radio kept playing once the truck was off, the blinker will blink the opposite direction after making a turn, the screens have blacked out on me twice (once while I was driving), and the autostop does not work. I have taken it to the service department twice at Classic ****** One issue has been resolved but several others have not. The service department said they could not ***roduce the issues. The service advisor was difficult to get ahold of on updates of my vehicle while it was there. I had to leave my truck for a week. I emailed the ** on December 26, 2024 about the issues with the truck and inquired about selling it back to the dealership. I went to the dealership to speak with the ** on December26, 2024. At first, a Sales *** tried to help me. He gave me two different buy back prices but both would leave me without anything to put down on another vehicle. I requested to speak with the ** multiple times before the Sales *** went to get him. When the ** came I had asked if he received my email. He said that he had just gotten to work and that he briefed over my email. He said he could not offer any more on the truck and that I "might" be able to get more for it if I trade it in. They tried to sell me another new vehicle. However, I do not want to buy a new vehicle. The sales *** then told me I should go somewhere else like Carmax to see if they would give me more for my truck.Later that day I emailed the dealership and asked to speak with someone over the **. I was contacted by an internet *** who asked me about my experience. Once I told her she never put me through to anyone else. On January 1st I was contacted by an Internet Sales Director asking me about my experience. I again emailed her what had happened and I received no response. I still would like to sell my truck, but I want more that $30,000 for it.

  Business Response

  Date: 03/12/2025

  Hi *****

  I appreciate you taking the time to share your experience, and I completely understand how frustrating this situation must beespecially when you're dealing with ongoing issues and struggling to get the resolution you need.

  It sounds like you've put in a lot of effort trying to get things sorted, but haven't felt fully heard or supported. Lets change that. Id like to help find a path forward for you.

  Would you be open to discussing a few options? I want to make sure we explore every possible solutionwhether thats revisiting the vehicle concerns, connecting you with the right person, or looking at better alternatives for selling the truck at a fair value.

  When would be a good time for us to connect? Id like to personally look into this and see how we can turn things around for you.

  Looking forward to your thoughts.

• Initial Complaint

  Date:11/30/2024

  Type:Product 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.

  ON June 7th, I purchased a 2021 ********** Atlas from Classic Elite, Vin # *****************. I had to trade it in due to electrical issues going on with the internal computer with the vehicle, about 4-5 months after purchasing it. I also purchased gap coverage with the vehicle. I have called, emailed the dealership/finance department. I reached a Hispanic guy there, and he said he emailed me the cancellation. but nothing was received. I call again, no one picks up. I am demanding my refund of the gap coverage.

  Business Response

  Date: 03/12/2025

  I appreciate you reaching out and sharing your experience. I completely understand how frustrating this situation must be for you, especially after making multiple attempts to get this resolved.

  I want to make sure we get this taken care of as quickly as possible. Just to clarify, when you spoke with the team member who mentioned emailing you the cancellation, did they confirm whether the *** refund was processed, or was that still pending? Also, do you recall the name of the person you spoke with? Thatll help me track this down faster.

  Ill personally look into this and provide an update. If you have any paperwork related to the cancellation request, feel free to send it overit may help speed things up. Let me know the best way to reach you for any updates.

  Looking forward to getting this resolved for you.

• Initial Complaint

  Date:11/29/2024

  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 traded two vehicles on 11/2/2024 for a 2024 Tahoe. We signed the agreement and expected the dealership to pay off the two car loans within 10 business days. It is now 11/29/2024 and I am at the dealership after a couple of phones with no call back. Its been over 2 hours waiting in the lobby as they asked me to do. Per Texas law they are required to pay off the loans within 25 calendar days. As of 11/29/2024 the loans have not been paid off. Still waiting at the dealership to speak to someone with no resolve.

  Business Response

  Date: 03/12/2025

  Thank you for reaching out and sharing your concerns. I completely understand how frustrating this situation must have been for you at the time, and I sincerely apologize for any inconvenience it caused.

  I want to assure you that your trade-in payoffs were completed, and we appreciate your patience throughout the process. If theres anything else we can do for you or any lingering concerns youd like to discuss, please dont hesitate to reach out. We truly value your business and would love the opportunity to serve you again in the future.

• Initial Complaint

  Date:10/12/2024

  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.

  Purchased new Silverado 1500 from salesperson Edward ***** on 12/30/24. Purchased vehicle under the terms that the dealer will offer free oil changes for 3 years from date of purchase. Dealership has since ignored my requests and refuses to provide any information to honor this.
  
  Resolution is requested.

  Business Response

  Date: 11/05/2024

  Ulises reply to the BBB that we will cover his oil changes for the 3 years for customer satisfaction. You can use me as his contact at the dealership.

• Initial Complaint

  Date:09/10/2024

  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.

  9/4/2024. Went in for a factory recall and left the mini-bus for repairs a couple of weeks ago. They called after the recall was completed. I drove the mini-bus home about 10 miles. The next time I turned on the mini-bus, the Check Engine came on and I took the mini-bus back to them. It took them 3 weeks for diagnosing! And then they tell me there are 4 things to repair and it will cost $5200! Never had a problem before and all of a sudden, things go wrong after I bring my vehicle back from a repair! When you take something into a dealer's shop, you are supposed to have a better running vehicle-not one that breaks down after. They charged me $180 for just diagnosing and when I asked them how can this have happened, they replied, "Well, its a machine. Anything can happen." What terrible service. I have many doubts now as to what could have happened and I want a proper response from a manager or owner.

  Business Response

  Date: 09/13/2024

  We will issue a refund for the fee.

• Initial Complaint

  Date:07/11/2024

  Type:Product 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 was frauded on a car sale by classic Chevrolet. I was told they are going
  to make it right. And they kept the car for 2 months approximately. The below
  timeline is more accurate. Besides the typo I corrected where it said 8000 down
  payment. It's 4000 dollar down payment. It was mentioned several places
  correctly. It was not misconception just a typo. The dealership was taking care
  of some of the issues. They replaced the battery. Flipped the seatblet back to
  normal so I could safely buckle up. They supposedly did a basic service which
  was never done before the sale. I was forced back into this used car lemon. The
  dealership knew there were lights and codes but never disclosed any details to
  me. They had me drive the car until the light went off. They gave me inspection
  and 3 weeks later all the mess is uncovered. The dealership gave me a receipt
  for a new battery which it's dead again so it's not new. The receipt shows they
  changed the exhaust manifold, front catalytic converter a O2 sensor. I already
  tried to contact the dealer because none of this work was actually done. I was
  told to buzz off. I bought the parts and video recorded me taking apart my
  vehicle to make the discovery. I then purchased the parts and performed most of
  the labor myself. I had the help from a couple trusted mechanics I know.
  ******* **** owner Dennis helped me some. And another mechanic friend. I have
  all the faulty parts , a fraudulent receipt. On Mon, Feb 12, 2024, 7:19?PM Johnathon To whom it may
  concern: I have screenshots of text conversations. Possibly a couple emails.
  But certainly, can provide names, numbers, and texts conversations. Some of
  which are attached in this email. Classic Chevrolet is crooked. I got ripped
  off. Sold a lemon. I have text correspondence of them claiming to be fixing my
  car during the whole month of December and the 1st week of January. They have
  been stalling me on a receipt, and the engine light just came back on. Let me
  back up. The car hadn't even passed their inspection when they sent me home in
  it. They had me driving the car for 400 miles to clear the codes. The car
  wasn't full of gas nor was it freshly washed. I had the car 2 weeks before
  getting the approved inspection on the vehicle. It was another 2 weeks before
  getting the registration sticker. This is Classic Chevrolet stalling. Buying
  time to stick me with this broken car and a warranty that doesn't cover even
  half of what they promised. During the sale I was rushed to sign the papers
  with the service manager (Austin) explaining its bumper to bumper "don't
  worry". I didn't even test drive the car because it had a
  "bumper-to-bumper" warranty. Why would I test drive it? I'll just
  bring it in for service as needed. Or so I thought. Prior to me signing, the
  salesman (Sean ********) tried to tell me it's not a bumper-to-bumper warranty,
  and I tried to take it off. Austin came back and corrected Sean. Austin told
  him he sold me a better warranty. Austin explained how much relief I will have
  knowing I'm covered 100%. If the radio goes out it's even covered. Anything
  "new damage" he said. A week later- I brought the car in because the
  seat belt was flipped backwards, and the back door button wasn't working. The
  service department denied the warranty. I walked to the sales department. I
  asked for a refund on the warranty. I explained it's not what I was sold. Just
  give back my 4000 dollars. Now, not only did they tell me its not $4000. It's
  only $2500 dollars. And then came back saying oh wait. Its 3700 + .. but I must
  get with the warranty and finance department. (There was some breakdown, but it
  didn't make sense) I went to Austin (finance manager). Austin talked me into
  keeping this warranty again. Austin explained how I would be stranded with no
  loaner and having to cover all the expenses of random repairs if I give up this
  warranty. Austin also told me the service department is mistaken and he walked
  over with me. He got my car in service, and me in a loaner. The car was there
  for more than a week. They had me in a brand-new truck. (I have the service
  ticket) I get the car back and a few weeks later the engine light comes on.
  This time they are again declining the repair. Keep in mind: I was told I
  bought a bumper to bumper 48000-mile warranty. I tried to cancel this warranty
  the 1st week due to their service department informing me the warranty isn't
  bumper-to-bumper. The finance manager assured me the service department is
  wrong and Austin got that service done. But Now this time I am stalled out and
  bold faced lied to. The battery is no good 2 O2 sensors blew The exhaust
  manifold is blown The catalytic converter is blown The front axles are out or
  something. It clicks when turned right or left like a coke can in the spokes of
  a bicycle. I was sold a vehicle for 12000+. I gave them 4000 (debit card) down
  and they up sold me on a warranty that's a complete lie. This car won't pass
  inspection. It wouldn't pass when they sold it to me. I bought this car when it
  has 92,169 miles, and it now has 97,593. They had this car for 1.5 months
  stalling between the time of the sale and present day. The time I dropped the
  vehicle for the engine light Austin was not there. The manager couldn't help
  me. Classic Chevrolet let me walk out on foot. They guaranteed me a loaner with
  every service if I must drop the car. And then told me no loaner. I was in a
  bad position and couldn't afford an Uber, so I left out on foot and walked to
  my job site. (Approximately 7 miles) and got a ride home after work. Later I was
  contacted by Austin. He set me up in a loaner. While I had a loaner. I was
  given a hard time twice. 3 days after receiving the loaner I was called by the
  General Sales Manager. He questioned me as if he had no idea why I'm in this
  new car. Asked me first what car I'm driving. I told him what car (which was a
  brand new 2024 equinox) the GSM asked me what car I bought from them. I told
  the GSM I purchased a 2014 equinox. And it's in service. The GSM got stern With
  me. Told me I basically stole that new car and needed to bring it back
  immediately. I was told to put as many miles on it as I need. Not to worry per
  Austin (finance manager). With that being said, I wasn't leaving my mom's, who
  I haven't seen at that time in 2 years because of Classic Chevrolet pressuring
  me with lies to return the vehicle they told me to use. I did however return it
  the following Monday. (I was called on a Saturday afternoon around 3pm) When I
  brought that vehicle back, I was put in another car. And when they told me my
  car is ready it was the same 911 pressure to return their vehicle. What I don't
  understand is how they had my car for over a month. Put me in 2 different
  brand-new cars during that time frame. (All of December and the 1st week of
  January) and they did nothing to this car??? I've been asking for a receipt and
  being denied the receipt. This company is dishonest. They completely stabbed me
  in the back. Sold me a car that didn't pass their internal inspection. I was
  sold the car as a certified used car. I was reassured not to worry because, I
  have this bumper-to-bumper warranty that even covers the radio if it goes out.
  Now. I'm stuck with a broken vehicle. I've stressed. Begged. Got lied to. This
  has cost me time from work. Made me lose sleep which effected my work performance.
  I would have put those 4000 dollars on the balance and had owed 4000 dollars
  less. I am reaching out to make you aware of the wrongdoing by the dealership.
  I am asking for my warranty money back. I will be sending all this to the FBI
  poor business practices department and fraud department. I don't understand how
  companies can get away with this kind of business. This is stealing. Not to
  mention the fact the warranty is what makes their whole commission almost.
  Without selling that warranty they don't make much. It's obvious why I was lied
  to. What happened to the other $300 dollars since the warranty didn't cost
  $4000? I have a lot of questions at this point. I bought this vehicle last
  August. I have been stalled out by the dealership or I would have emailed all
  this sooner. After all this I made some calls: I know someone who was working
  at a Classic Chevrolet location at the time I bought this vehicle. I have been
  informed that I am correct about the warranty being their commission. Without
  it they don't get hardly anything. That's the motivation to lie. Again: I am
  requesting that warranty be refunded to my bank account and or credited to the
  balance on the vehicle. I was told the cost is 4000 dollars. Someone needs to
  be held responsible for the dishonesty on this transaction.

  Business Response

  Date: 07/31/2024

  Dear BBB Representative and Mr. *******,
  

  Thank you for bringing this matter to our attention. We apologize for any inconvenience and frustration Mr. ******* has experienced with his vehicle purchase and subsequent service issues. We take all customer concerns seriously and aim to address them promptly and effectively.

  Upon reviewing Mr. *******'s complaint, we would like to clarify the following points:
  1.  Warranty Details: Mr. ******* purchased the Performance First Ultimate Protection Vehicle Service Contract, which costs $2,224. This amount is significantly lower than the $4,000 he initially assumed. We have attached a copy of the service contract for your reference. It is important to note that this warranty is not a "bumper-to-bumper" warranty and does contain specific exclusions regarding what is and is not covered.
  

  2. Service and Repair Issues: We regret that Mr. ******* encountered issues with his vehicle and experienced delays in service. It is never our intention to provide anything less than excellent service. We apologize for any miscommunication and inconvenience caused.
  

  3. Refund Policy: Typically, refunds for service contracts are prorated based on the time elapsed, mileage, and repairs already covered under the contract. However, considering the issues Mr. ******* has faced, we have decided to offer a full refund of $2,224 for the cancelled service contract. This refund will be sent directly to the lienholder and applied to the balance of the vehicle.
  

  4. Ongoing Repairs: Given the high mileage of the vehicle, issues can arise unexpectedly with any used vehicle. Considering that the vehicle was purchased nearly a year ago and the dealership has already made several repairs, we are unable to continue covering repair costs indefinitely. The service contract has specific terms and exclusions, and ongoing repairs beyond this period cannot be covered under the warranty.
  

  We are committed to resolving this matter to Mr. *******'s satisfaction and restoring his confidence in our dealership. Please contact us directly to finalize the refund process and address any further concerns.
  Thank you for your understanding and cooperation.  
  
  Sincerely,
  
  Tony *****
  General Sales Manager
  Classic Elite Chevrolet Sugar Land
  281-263-****

• Initial Complaint

  Date:06/29/2024

  Type:Product 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 2023 terverse 6 months ago and transmission and engine failed. So we took it in looking for help service was rude and told us it be 4-6 weeks before they could get to it and 2-3 weeks for a loaner !!! We decided to purchase a new vehicle we signed the paperwork for a midnight package ls terverse 2024 they lied to us and said it need a update when i spoke to the service manager he informed me it was not a update but a recall on the transmission. So today two weeks later they tell us the have one for us and it was not the vehicle or the trim package we already signed for we refused they threatened us with taking the loaner back and reversed the original deal !!! Is this legal classic elite sugar land

  Business Response

  Date: 07/01/2024

  We assisted Bobby ***** in trading out of his 2023 Traverse, which he bought from us six months ago. His vehicle's transmission failed, and the service department estimated it would take 3-4 months to repair. Without a loaner car available, he turned to us for help. We had a 2024 Traverse LS that Bobby and his wife liked, but General Motors issued a stop sale on it due to a transmission issue. Initially, GM indicated that parts were available, suggesting the recall could be resolved soon. However, it turned out that the parts were on back order with no ETA due to high demand. We informed Bobby and offered to upgrade him to an LT model, but they disliked its appearance. Even after suggesting to black out the wheels and badges, they were still not interested. We offered them the option to wait for a vehicle that meets their needs while theirs was in service, but they wanted a car immediately. At no point did we pressure Bobby to buy a vehicle. We were merely trying to make a difficult situation better by getting them into a new body style Traverse and offering the LT model at the same price as the LS model. We were in a challenging situation trying to assist Bobby. We even took a loss on the new Traverse to help, as well as absorbing the depreciation on their trade-in while it was in service. With no incoming units meeting their specifications and unable to dealer trade or build one within a reasonable time frame, we had limited options.

  If Bobby is dissatisfied with the 2024 Traverse LT, we are willing to unwind the deal and provide them with a loaner car from service while they wait for theirs.

• Initial Complaint

  Date:06/26/2024

  Type:Product 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 purchase a vehicle on 5/24/2024 and was told they couldn't sell the vehicle without the lifetime engine warranty that they advertise which is $599. They include it with the price of the vehicle on the contract they give you but it's listed separately because I asked what the $1999 was and was told it was the $1400 for a LoJack and warranties on window tint, fob replacement, dent repair and some other stuff plus the $599 Lifetime Engine Replacement. When I realized I was missing paperwork 2 weeks later and went to the dealership, Austin ****** /Finance Mgr. checked in the system and he wrote the amount on the paperwork and signed it but didn't give me the paperwork that actually lists it. I had to re-finance my vehicle because they gave me a high interest rate and I have excellent credit. I just purchased an extended bumper to bumper warranty for my vehicle from the credit union and would like my money refunded. I'm contacting you guys because I see that's the only way customers receive their money back.

  Customer Answer

  Date: 08/08/2024

  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.  I paid $599 for a lifetime engine warranty and would like a refund. I provided a copy of the warranty with the initial complaint.  They need to refund my money and stop playing games.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,

  
  
  
  
  Annette ********
  
   

  
  

• Initial Complaint

  Date:03/10/2024

  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.

  Brought a 2022 Traverse on April 22,2023 for $41,144.19 from Cesar *******. The salesman informed my husband and I about lifetime warranty never mention it was extra. When the representative came back with final cost etc. there was a $3500.00 charge. Inquired about extra charge of $3500.00. Informed it was for warranty. Told him you said it's part of the package and you never mentioned there was a charge. Told him this is false advertisement and to remove it. He took paperwork to financial manager and removed the charge of $3500.00 and could get full package for $ 595.00 and agree to this charge. At the time of signing agreement with Mr. ******* requested copies of car fax, warranty package and signed paperwork. It was late and left dealer without warranty information. 4/25/23 dropped off check from HFCU for $ 41,144.19 to Mr. ******* requested copies and said he would email it to me since he had an appointment with another customer since I was a walk in. First call was 6/20/23 and left several messages no return call. Spoke with Kaley receptionist several times and transfer to voicemail in finance dept. not able to leave message since voice mail was full. Called back several times and spoke with Kaley she gave message to Renee *****, she returned call and will email information of covered services contract information for transmission coverage for life, tint, nitrogen etc. requested 6/24/23. Never received several calls again. Tim my husband went personally to get a copy. Upon review the charge of $ 595.00 for Classic Chevrolet SS Protect. shows plan term contract expires 4/22/24. (false advertisement) was never informed it was only good for 1 yr. Called Finance Dept. spoke with Chris on 7/6/23 informed would have not agreed to $595.00 charge for 1 yr. He states got a good deal since we got the full package of $3500.00 for $ 595.00 and can't refund since it is taxable. Did not understand taxable and why it can’t be refunded. Not able to explain and said he spoke with his General Manager Mr. ***** and would extend warranty for 2 yrs. Informed will call back after I speak with my husband. Called back again several times and left messages with Eric Jones voice mail full. 7/10/23 left message with Sonia. 7/13/23 spoke with Chris, accepted the 2 yr. warranty contract and he will email updated contract. Never received or call returns. 9/13/23 called Administrator Service Contract at 877-565-0816 spoke with Chad gave him VIN # states this number is registered under another person not my husband and I. 9/13/23 went to speak with Chris and was not available. Explain situation to Mike C. He made copies of all my calls and contract and said he would activate the warranty during business hours. Still not activated. Called on 9/23/23 spoke with Blaine in finance, again states will active warranty. 10/10/23 Followed up with Administrator Service spoke with Albany states contract was cancel 3/2023 and was under previous owner. Left several messages no return call from Classic Chevrolet. Customers are being taken advantage of extra charges added when they tell you it’s part of the package not informing you there is a charge of $3500.00 this is false advertisement. Would like refund of $595.00 x 2 = $1190.00 since it was agreed of the 2 yr. warranty that was not activated for all my time, energy, and stress. All Salesman have a desk mat of warranty offered to their customer as part of the false advertise package.

  Business Response

  Date: 03/12/2024

  Dear ***** **** *****,

  Thank you for your patience and for bringing your concerns to our attention through the Better Business Bureau, under case #********. At Classic Elite Chevrolet Sugar Land, we value our customers’ feedback and are committed to upholding the highest standards of service and satisfaction. We acknowledge the issues you faced regarding the warranty package for your 2022 Traverse purchased on April 22, 2023. We apologize for any confusion or inconvenience this situation may have caused you and are eager to rectify the matter promptly.

  It appears there was a misunderstanding regarding the warranty services. The package, valued at $3,970, initially provided among other things a one-year ******* ****** coverage. Recognizing the inconvenience you experienced, we have taken the initiative to upgrade this to a comprehensive five-year policy, effective starting today. This extended policy includes paintless dent repair, windshield repair, key replacement, and roadside assistance, in addition to the lifetime engine guarantee that remains active.

  Immediate Activation: Your five-year ******* ****** is now active. We will send all pertinent documentation to your email and are also happy to provide physical copies upon request.
  

  Clear Communication: We regret any miscommunication and are reviewing our internal training procedures to prevent such issues in the future.

  Goodwill Gesture: Understanding the inconvenience caused, we are prepared to refund you the $595 charge for the contracts purchased.
  

  We are determined to ensure your complete satisfaction and trust in our dealership. Our team values your business and is dedicated to providing you with the quality of service you deserve.
  Please expect a follow-up call from our customer service team to confirm these details and ensure your satisfaction with the resolution. Should you need immediate assistance or have any further questions, please contact us directly at 281-263-1331
  

  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
  
  Sincerely,
  
  Tony *****

  General Sales Manager

  Classic Elite Chevrolet Sugar Land

  Customer Answer

  Date: 04/26/2024

  [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.  
  
  
  
  
  
  Case has been resolved. Classic Chevrolet refund $595.00 and extended the warranty for 5 yrs.
  
  
  Thank You,
  *********
  

  
  

  
  
   
  

• Initial Complaint

  Date:02/01/2024

  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.

  In October 2023 I went to the dealership to order a custom passenger van from the manufacturer which Henry helped me with that. I was advised by Nader; Henry's manager; that a $500.00 deposit (which I paid) was needed in order to place the order and that the van was going to be ordered once the strike was over and they would call me to let me know. The end of November came around and the strike finished and no one called me. December came around and no one called; I called Henry a few times but he didn't answer so I had to talk to Nader and he said he needed to find my file. I had to call Henry at his cell # which he provided to me when I paid the deposit and he advised me he longer worked there he provided to me when I spoke to him the first time and that my file was with Colin. I called Nader back and told him the file was with Colin because he still couldn’t find it and he said that he would have Colin call me back. The last thing I know is that they supposedly ordered my van sometime in December. I have called to find the status of the vehicle many times and now my file went from Colin to Rafael (which he has been transferred) and now Nader has my file. I have been in contact with Nader but he always tells me he is busy, he has clients before me, he has salesman he needs to help and the last one is that he needs to get my file from Rafael. I spoke to Nader on 1/31/2023 and asked if he had an order number to give so I myself could call the manufacturer and check order status. He said he couldn't help because my file was with Rafael and he couldn't do it because there was 4 salesmen in front of me that needed help but that he would text me with the order #. It is 2/1/2024 and I already called Nader and he didn't pick. I called back and I called back and told the receptionists the problems I was having and she said she would talk to Nader but I haven’t received anything from Nader. I have emailed the owners yesterday but have received no reply from anyone.

  Business Response

  Date: 02/03/2024

  We regret the breakdown in communication that has obviously taken place.  Mr. Alfred ******, our Acquisitions Manager spoke to Ms. ******** on Friday, February 2, 2024 appraising her of the status of her ordered vehicle, which is order number ******.  The various responses Ms. ******** previously received are unacceptable and certainly not reflective of our culture as a company and the ideals that we are expected to represent.  Similarly, change in personnel and "being busy" are not an acceptable excuse and we are taking steps to correct the situation with that manager.
  
  We offer our sincerest apology for this embarrassing experience as that is not a common occurrence for our customers and we pledge to make sure Ms. Martinez's experience is brought to the highest standards that she is rightfully entitled to.