Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a vehicle from this dealership around December 10th. I don’t have the exact date as they haven’t sent over any paperwork yet, as well as my license plates. For reference I took delivery of the vehicle in Illinois on December 18th. Paperwork was filed and completed well before then. To this day, January 21st, I have not received my plates, the dmv says they haven’t received paperwork yet and it’s been over 30 days, and I have not received any copies of the paperwork such as the finance information or receipts or anything, when they said they would send it out. My first temporary plate expired, and I contacted them to see where my plates are, and instead of sending out my plates they sent over another temporary one.

  Business response

  01/23/2025

  Good Morning, ********* Thank you for taking the time to leave us your thoughts on your most recent transaction at one of our Dealerships. I've been in contact with our leadership team and after reviewing the time stamps, paperwork, and communication with them, I can confirm that our Title Department submitted your Title paperwork to ********** on 1/14/25 and ********** sent your Title Paperwork to the DMV on 1/16/25. The turnaround time from the 16th has been quoted as "two weeks", but we are pushing for a quicker turnaround .Our team at the store level committed that they have been in touch and will continue to update you as we get notifications. Rest assured, we are in constant contact with all involved parties to swiftly resolve your issue as quickly as possible. Thank you, as always, for your business and for your patience! If you have any questions, please don't hesitate to reach back out!

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2024, my Chevy Silverado was dropped off at the dealership. I advised there was water leaking into the cab of my truck. The water was leaking from the overhead console and I provided photos of the water. After several days Superior Chevrolet called and informed me they could not recreate the water leak. After another heavy rain in May, once again my truck leaked and water was pooling in the drivers side seat. I returned to the dealership and this time they found the issue and repaired the problem. They replaced some parts on the sunroof as well as the shade since it had been damaged by the water. They did not handle my concern that my seat had a watermark and that it needed to be replaced. I left the dealership and returned in August of 2024 for other work. I told the dealer again that the seat cover had a watermark and needed to be replaced. I was told that GM was not going to replace the seat cover. The seat cover is damaged due to the water leak that GM should have taken care of the first time I reported the problem. They chose to ignore it and after the subsequent rain my seat was damaged. If GM had corrected the problem on my initial complaint, then the seat would not have been damaged. Oddly, they chose to replace the sunroof shade that was damaged from the water leak but refused to replace the seat.

  Business response

  08/26/2024

  Good Morning, ********

  Thank you for taking the time to let us know about your experience. Per your conversations with our Service team last week, the new seat cover has been approved and ordered at no cost to you. ****** will reach out when the part arrives to schedule install. We apologize for any inconvenience this has caused you, but are happy to have found a resolution! If you need anything in the meantime, you can reply here or connect with ******* We appreciate your business!

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received only one key fob and was told on our way out after signing all papers. They gave me a card and told me to call the guy on the card. Outside mirror was broke and we didn’t notice until off lot. Called immediately and they didn’t get back to us until next day. Pretty much said that’s too bad. We offered to put mirror in ourselves and they came back with “you want me to buy that “? Found out key fob was $300.00 and we’d have to drive over 2 hours one way to get that. I called and no one will call me back. I was reached out from them to do survey but when I told them I was ready to do survey they never called back. We are senior citizens and felt we were not treated fairly. We wanted to pay cash and were told then we could not get $1000.00 taken off price. We had to finance for four months to get price break which will cost us in interest and finance charges. If someone would return our phone calls we may be able to get this taken care but no one calls back.

  Business response

  05/30/2024

  Good afternoon! We appreciate your feedback and apologize that our communication with you wasn't stronger. That said, our records do indicate that our store management has been in touch with your family on the matter as of 5-30-24. Please continue to reach out if you have additional concerns and we hope you'll continue to use us for all of your automotive needs. We certainly do appreciate you trusting us with your business. Have a great day!

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction was April 29th 2022. We paid $500 as a non refundable deposit on a 2022 RST Tahoe with add on specifications. Months after this order was placed we were told that they are no longer making the 2022 Tahoes and they configured a new vehicle summary on August 31st, 2022 for an RST 2023 Tahoe with the same add on specifications. The business (Superior Chevrolet of Conway) committed to provide us a 2023 RST Tahoe with the luxury package, panoramic sunroof and bucket seats on the second row along with everything a RST has to offer. The nature of the dispute is that the order placed did not require our certain specifications including (panoramic sunroof, luxury package and bucket seats on the second row.) The business has NOT tried to resolve the problem and has not tried to contact us and apologize or make it right. After 5 attempted phone calls to the manager and the sales rep at Superior Chevrolet Conway, I have yet to get a phone call back from the manager and the sales rep has been nothing shy of rude. The account information is under ***** ******. Order number is ******. We did not get a Vin number until the day the car arrived on their lot which was on January 5th 2023 (almost 10 months after we ordered the car.) The vin number is ***************** When the wrong car arrived at the dealership they proceeded to have us drive an hour out of our way to come get it all to realize it was not our car. We did not accept the car because it was the incorrect vehicle. Also, the same day our RST 2WD came in so did an RST 4WD that had all of the add ons my car was supposed to have. We found the 4WD ourselves online. They never told us that they had a 4WD on the lot. The dealership said they would sell us the 4WD Tahoe for MSRP and we had to make the decision today because someone was coming to buy it tomorrow morning. We feel this is WORNG, especially after all they have put us through. I have filed a complaint to Chevrolet corporate and the lady is supposed to contact me Friday evening with additional information and to discuss if we want to escalate the case. The customer service has been nothing shy of ridiculous along with the fact that I waited for my car for almost 10 months and the car was not what we ordered.

  Business response

  01/13/2023

  The customer met with our management team in person today to review all options available to them for their vehicle needs. We are waiting to hear from the customer about how they would like to proceed. 

  Customer response

  01/17/2023

  
  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. We came to an agreement. 
  
  Sincerely,
  
  ******* ******

*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. ↩