Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 20, 2024, I submitted a GAP insurance cancelation to this company due to me selling the 2017 Buick Encore that I had purchased a year prior. I was told by ****** ******* that the refund check would take 6-8 weeks. It has been almost 4 months and I have yet to receive my check and I cannot help but to think that the company is withholding my funds. Each time that I call, I am provided a different excuse for why the check has not been sent. I would like my GAP insurance refund to be released to me immediately as this is unethical business practice.

  

  Business response

  12/10/2024

  Dear BBB,

  We have been in contact with Mr. ****** and made arrangements for him to receive his check. 

  Thank You!

  ***** *******

   

  Customer response

  12/10/2024

  [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 is satisfactory to me. 

  Regards,

  ******* ******

   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against Dan Vaden Chevrolet Cadillac located in ********, **, for what I believe to be deceptive practices related to a vehicle purchase negotiation and unauthorized use of my credit information resulting in a negative impact on my credit score.On 4/10/24 I visited Dan Vaden Chevrolet Cadillac with the intention of purchasing a Cadillac. After discussions, we agreed verbally on a purchase price of $100,000. Based on this agreement, I consented to a credit inquiry to proceed with the purchase. The sales representative then conducted a hard credit check, which was predicated on our agreed price.However, after the credit check, the representative informed me that they could no longer honor the agreed-upon price of $100,000. Instead, they presented a significantly higher price, which I did not agree to. As a result, the transaction was not completed, but the hard inquiry had already been made on my credit report, unnecessarily lowering my credit score.This practice not only wasted my time and affected my credit score but also indicated a lack of integrity in the dealership's dealing with customers. The agreement made prior to the credit check should have been honored, or the check should not have been processed.I seek the BBBs assistance in investigating this matter. I believe that the dealerships behavior is contrary to ethical business practices, and I am concerned that others may also be at risk of similar experiences. I request that this issue be addressed promptly, and I would like to see corrective measures taken to prevent future incidents of this nature.Thank you for your attention to this matter. I look forward to your prompt response.Yours sincerely,*************************************

  

  Business response

  04/23/2024

  Dear BBB,

  Thank you for bringing the concerns of Mrs. *********** to our attention. Naturally, we are unable to discuss a lot of information regarding a customer's credit. We did conduct a credit inquiry after receiving the appropriate signatures and/or initials from our customer. We did not submit her credit to any financial institutions that she may have authorized. 

  While a price may be negotiated for a vehicle, the cost of financing said vehicle can absolutely effect the end payment and end expense to the consumer. We are unable to determine those terms prior to conducting a credit inquiry. Should a customer wish to simply write a check for the total price of a vehicle, then indeed the price is the price. 

  We are sorry that perhaps this was not adequately explained, but our sales members were under the impression that Mrs. *********** was understanding.

  We will certainly share this with our team as an opportunity to prevent confusion in the future.

  Sincerely,

  *************************

  Customer response

  04/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21581997

  I am rejecting this response because:

  Subject: Response to *** Vaden Dealership's Statement
  
  Dear Better Business Bureau,
  
  I am writing to formally decline the response provided by *** Vaden car dealership concerning my complaint. Initially, I explicitly communicated to the dealership that I was interested in purchasing a vehicle for a total of $100,000, only if this price included all associated costs. I made it clear that I did not wish to proceed with a credit check or financing unless the dealership could commit to this all-inclusive price.
  
  In preparation for this agreement, I signed a credit application under the condition that the salesman would first confirm the vehicle could be sold for $100,000 and then proceed to run my credit if the price was confirmed. Contrary to our understanding, the credit check was conducted before the price was confirmed. Subsequently, I was informed that the dealership could not honor the $100,000 price for a vehicle valued at $85,000, thus rendering the prior credit inquiry both unnecessary and misleading.
  
  Furthermore, it is concerning that my name was misspelled as "Walterbaugh" in their response, when it is correctly spelled "***********." This lack of attention to detail might seem minor but is indicative of the overall handling of my case.
  
  In *******, a verbal agreement where terms are clear and agreed upon by both parties is considered binding. The dealerships decision to proceed with a credit check without first confirming they could meet my price terms suggests misleading business practices. This issue may need to be addressed by the appropriate regulatory authorities to prevent future occurrences.
  
  I appreciate your attention to this matter and trust that my concerns will be taken seriously.
  
  
  

  Regards,

  *************************************

  

  Business response

  05/09/2024

  Dear BBB,

  We are sorry that *************************** is not satisfied with our response. Certainly, we take ******************************* claims seriously. Our management has spoken with the individuals involved at length. While their recollection of the communication does not exactly match that of our customer, we can always be reminded that communication is crucial in our business. While certainly I was not present during the interaction, from the accounts received, all members of our team acted in good faith with the ultimate goal of providing our customer with a vehicle while meeting her financial parameters. We are sorry that we were not able to do so. In reviewing the signed paperwork, it appears in order. 
  
  I apologize for misspelling ******************************* name. That's 100% my fault. My hand is in a cast, but I am trying to check everything prior to sending. 
  
  With Best Regards,
  
  *************************

• Initial Complaint

  09/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle on June 17, 2022. The dealership did not have the title to the vehicle. The state of Georgia had attached tickets to the title that the previous owner had accumulated. Since I have purchased the truck the original temp tag has expired. I got a 30 day extension, which expired August 31st. I have been unable to drive the vehicle for 27 days. The tag office told me to just continue to drive the car and they would request that the dealership pay any tickets that I get, but driving an unregistered vehicle is a misdemeanor, and I won’t get that put on my permanent record for something that shouldn’t have been my problem. Supposedly on September 5th, the state of Georgia had agreed to release the title without payment of the tickets. As of September 12th, the dealership still did not have the title in their possession. Also on September 12th, the bank that holds my loan let me know that they sent a demand letter to the dealership stating that they needed to buy the vehicle back as it should not have been sold to me in the first place. As of September 20th, the dealership had yet to respond to the bank's letter. It should be noted that any correspondence the bank has sent to the dealership has gone unanswered. As of September 26th, the dealership does not have a valid title and do not know when it will arrive. At this point, I want them to buy back the vehicle. I am not interested in a dealer tag so that they can just keep ignoring me and my vehicle. Their communication has been atrocious and has gotten me nowhere. This vehicle should not have been sold in the first place until they possessed a clean title.

  

  Business response

  10/11/2022

  Dear BBB,

  
  

  The title work was completed earlier this week and our management has been in contact with **** ****** with instructions on how to purchase or transfer a tag.

  
  

  Sincerely,

  
  

  ***** *******

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has horrible customer service. There’s too many things to list with only 2000 characters….most recently when I was trying to purchase a car the price on there website was $6000 less than what they told me when we talked on the phone then when I got the paperwork they had added the rebate the subtracted it back out and told me that how it works. They also gave me a very low trade value and said it was based on a ****** report that showed a roll back on my odometer and then I find out that the wrong mileage was input at their service department in ******. Now I’ve been trying for two weeks to get it fixe and they claim they are trying to help get it fixed but it’s been two weeks and was told that someone with their management would get back with me but no one will return my calls now.

  

  Business response

  05/13/2022

  Dear BBB,

  
  

  Thank you for bringing our customer's concerns to our attention. We are sorry that he was unsatisfied with his experience in *********. With regards to the mileage error that was reported to ****** following a service at one of our other locations, we were able to contact ****** and have it resolved. I believe *** ****** was notified directly of this result. 

  
  

  Sincerely,

  
  

  ***** *******

  Customer response

  05/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: not all of my concerns in my complaint were addressed  there was nothing said about how they give you a sales price and show rebates on their website then when you get the paperwork not only was the price $6000 more than what’s on their website but they also added the rebate back to it which added another $1250 to the price. It’s very deceptive and there was no mention of that in the owner’s response. I was also told by one of the customers service specialist that someone with their management would call me back and it’s been a month and they responded to you and I’ve never heard from anyone  

  Regards,

  ****** ******

  

  Business response

  05/19/2022

  Dear BBB,

  
  

  Our General Manager ***** ******* reached out to *** ****** and reviewed his concerns. I apologize that corporately we did not provide a great service. Should *** ****** have any concerns in the future we ask that he reach out that we may be able to assist him.

  
  

  Sincerely,

  
  

  ***** *******

  Customer response

  05/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:I did reach out to corporate and asked to speak with someone about my concerns and i  spoke *****, a member of their customer care team, on multiple occasions and asked each time if I could get a call back from someone in upper management and she said she pushed it up but the only call I got was from the GM in ********* and I voiced these same concerns with him. Again they don’t seem to address all things at once or they have problems on the corporates own customer service reps because I spoke to one 4 or 5 times   

  Regards,

  ****** ******

  

  Business response

  05/24/2022

  Dear BBB,

  
  

  I am sorry that *** ****** was not satisfied to speak with our General Manager. His initial complaint was with the dealership in ********* so that seemed a logical person with whom to converse. In our company, a General Manager of a dealership certainly constitutes upper management which is what he requested. 

  
  

  From the conversations with *** ******, he is upset with the ********* dealership, he is upset with the ****** dealership and he is upset with the ******** dealership. We appreciate *** ****** feedback and will take it under advisement. 

  
  

  Sincerely,

  
  

  ***** *******  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled an extended warranty purchased with the new car as it wasn’t needed. After filling out the paperwork with both the dealership and the warranty company to cancel the policy, it was canceled by the warranty company as asked on 3/7/22. The dealership requested the company wire the funds to them to disburse to *** ****** (GMC). The wire was sent to *** ***** on 3/7/22, ****** at *** ***** said she would send the payment to GMC the last week of March. GMC hasn’t received the payment. I called the warranty company to verify when the funds were sent to the dealership, they shared with me that it was sent 3/7/22. ****** claims she didn’t get it until 4/10/22 and they will not send the payment to GMC until the end of April. After asking to speak with a manager to expedite the payment to GMC, ****** stated she’s the lead and will do it at the end of the month. I had to ask several times to have her manager call me to resolve this matter quickly. She did not want to give me the manager number or name and stated she will have the manager call me later. This has gone to long, it should’ve been resolved and payment sent to GMC last month.

  

  Business response

  04/20/2022

  Dear BBB,

  
  

  Thank you for sharing our customer's concern with us. We have apologized to *** ********** for an unusual scenario we encountered. In the meantime, our Director of Accounting has been in contact with him and provided confirmation of the payoff. Should *** ********** have any further concerns, we ask that he continue his interaction with us. 

  
  

  Sincerely,

  
  

  ***** *******

  Customer response

  04/20/2022

  [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 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. ↩