Complaints

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* died was stranded 2 times. Car got towed Sunday, June 30th. They called Monday stating they have the vehicle and asking what happed. My key fob died on my vehicle leaving me whom is type 1 diabetic, my boyfriend, and our dog stuck in a parking lot for about 2 hours. Windows are stuck down. Car was pulled up the toe with screeching tires since there was no side of the vehicle turning over. He then proceeded to tell me they were not going to me able to look at it due to the appointments. Okay whatever I get that. Tuesday rolls around and I get a call saying they need the other key fob to be able to fix my car. So after work I spent an hour and a hour looking for the back up. I dropped it off Tuesday around 5:30. Here we are on Wednesday around 1:30 and I never received a call. Mine you it poured Tuesday morning and a rain a little on Wednesday and my windows are stuck down. So proceeded to call them to get an update on my vehicle. The lady stated that the gentleman was with a customer and he would call me back in 10 minutes. I never received a call back on Wednesday, July 3. Didnt even receive a text message from anybody acknowledging that they did receive my key fob considering I had to drop it off to a service desk person who was on their phone and not the greatest of customer service when I arrive there on Tuesday, July 2. All I wanted was an update on my vehicle and also to see if my windows rolled up since it did rain the past 2 mornings. Ive had to borrow my families truck which has became a large hassle. 2 hour round trips to go to work.I am very frustrated with the customer service due to the fact of zero communication with my vehicle. They offered me a rental vehicle for 48 a day. Every other ***** dealership has complementary vehicles; they would not give me a complementary vehicle considering my car is a brand new 2021 and the guy stated that it was still covered under warranty for the possible issue that it might have. He stated that on Monday.

  

  Business response

  07/31/2024

  In response to the concerns of *****************, I apologize for the inconvenience as car problems will never arise at a convenient time. I can assure you that we did everything in our power to get the vehicle towed inside of our shop due to the windows being stuck down, and we did before any inclement weather. We also had some delays in diagnosis due to needing the second/spare key from the customer to proceed. Once the customer was able to get the spare key to us and diagnosis was performed, we tried to expedite the process to make the mechanical claim to her extended warranty company, wait for authorization from them for those repairs and finally attain the parts necessary in order to complete the repairs. Although, I wish this was always a quick and easy process, there are times when delays occur. As far as the lack of communication from the service advisor, I do apologize. There is no excuse for that, and I assure you that has been handled internally. The good news is that we were able to get the customers extended warranty company to cover the repairs and the extra tow bill. For the unfortunate situation and lack of communication, I can offer a store credit for our service department of $100. This is the customer deductible amount that they have for their extended warranty. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a service appointment where the service center over charged for work being done to my car by $162.12 I used my reward points which is rewarded in dollars to go to my repairs I gave the service agent all the information he needed for redemption i asked him again to reiterate because they did not use them on my previous visit just a week before. The service agent **** assured me put everything in ******* system. I go to pay for my car i over look the sales receipt there is no $162.12 subtracted from my total i asked to speak with **** whom i was dealing with he was supposedly gone for the day, then asked for a supervisor the whole department was gone at 3 but that department closes at 4pm. I called and asked for the refunded amount and was told i can a gas card for $20.00. I asked for a refund for $162.12 which is what i was over charged was told they would get back to me and nothing happened.

  

  Business response

  02/16/2024

  This complaint has been resolved with our customer.

  Thank You

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Returning customer who purchased a 2018 Traverse on July 7th 2023 for $21,972, I put down $5000. I purchased this *** for my wife to transport our two special needs kids in. I was told all cars are thoroughly inspected before they are offered for sale. I found the air filter to be the dirtiest one I've ever seen. While changing the air filter, I dropped my screwdriver, I then found frame damage underneath the *** on the passenger side. So, not only do I feel that this *** is compromised, I also feel that the integrity of the finance manager is compromised. While in the finance office I asked him what the Carfax looked like. He said it has just had a "minor", which means paint scratches and dings. That was a complete lie. After finally seeing the Carfax, days later, this *** has been in two accidents since Nov 2022. Why did the finance manager fail to inform me of this? Zero integrity, he knew if he told me that this *** was in two accidents, I wasn't going to buy it and walk out. The used car manager wanted me to bring the *** in so his technicians could "manipulate" the frame as best as they could and spray undercoating on it. Once again, I explained to him frame damage is not acceptable and the *** is compromised. I do not feel safe having my wife drive it or transport my special needs kids in it. I tried contacting the ** of this location. I tried coming in to talk to the **. I was told he is out of town. I was told I needed to talk to the general sales manager, who was on vacation. Left all my information, failed to hear back from him or anyone else in the last 2 weeks. I heard a lot of "Thats not how we do business here" from numerous people there, your actions tell me otherwise.

  

  Business response

  08/04/2023

  I believe the biggest misunderstanding here is that the damaged area is the frame. It is not the frame. It is a shield that is tack welded to the frame. This shield protects the ** and coolant lines. I have enclosed pictures from a like vehicle of what it should look like.  That shield can be ordered new from GM and can be replaced. We apologize that we missed the damage, and we apologize for the inconvenience it has caused ****************. Rest assured that there is no structural damage to the frame. 

  We have ordered the part and will contact **************** when it comes in. We will schedule the repair and provide **************** a loaner vehicle during the repair. 

   

  Thank You 

  Customer response

  08/08/2023

   
  Complaint: 20415924
  
  I am rejecting this response because: it does NOT address the multiple issues with this complaint. The first issue is the damage to the frame. The piece in question is tack welded to the frame when it is built. How can you say it is structurally sound based on me just sending you a pic of the damage? I showed that picture to multiple people and asked them if they think that frame is structurally sound. None of them said they could give an accurate answer based on what they could see in the picture. So how could you? If there is no damage, why doesn't the rear air conditioning blow cold? My guess is one of the lines might have some kind of break in it. Of course, if there had been a multi-level inspection done on the vehicle you could have already found that out.  According to Carfax there was a Pre-Delivery, Maintenance inspection, tires rotated, and an oil change done on 5/27/2023.  Why did they not find any of these issues then? Why were there some kind of light up lights on the valve stems? is that GM factory equipment?  My other issue is this vehicle has been in 2 accidents since Nov 2022. When I asked your finance manager prior to doing the paperwork what the Carfax looked like, he said it had minor stuff, meaning scratches and dings to the paint. Well that was a complete lie. If he had told me the truth, I would have walked right out the door. My father(my witness) was sitting there throughout this entire transaction. Zero integrity.  I did not sign up to buy a compromised SUV, but thats what I got.  As I have said already, I was purchasing this SUV for my wife to transport around my two special needs kids.  I do not feel safe letting her drive this vehicle by herself with my kids alone. Therefore, the only right thing to do is to refund my money and go our separate ways. I do not trust you guys. This relationship is not fixable.  I was a returning customer.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/09/2023

  Yes, based on the pictures you sent it appears to only be the shield that is damaged. However, when we do the repair, we will inspect the fame to make sure there is no damage to the frame. The shield is a $30.00 part that is tack welded to the frame. It is not the frame itself. This is a relatively simple repair. Any qualified technician would verify this. If the rear ** is not working, we will repair that as well. There is a good possibility that the ** or coolant line is damaged at the same spot as where the shield that protects them is damaged. 

  If the frame is compromised, we would consider a buy back but there is no way we will do that until we are able to inspect the vehicle and make that determination for ourselves. 

  We feel a fair resolution is to allow us to inspect the frame and as long as there is no damage to the frame, we will replace the damaged shield and will repair the rear ** that is not working. We'll make sure to include a new air filter as well. 

  Thank You 

  Customer response

  08/15/2023

   
  Complaint: 20415924
  
  I am rejecting this response because:

  The issue that you continue to avoid is the when, where, and how that damage occurred.  As I have previously stated numerous times, if your finance manager was straight forward with me about the Carfax and the fact that this said vehicle has been in two accidents since November 2022, I would have never purchased this vehicle. I already know one of the accidents was a front-end collision. I have no idea what the other one is and I dont know when this frame damage occurred.  Can you provide me with the instructions for changing out the part that is tack welded? GM has these for most repairs. I will add a screen shot of a similar one I found for trying to figure out where the nasty smell is coming from thru the vents. So, to summarize the issues I have found:
  Damaged Frame/Shield
  Two accidents on Carfax (*** said it had minor stuff nicks scratches, no accidents)
  Stinky smell coming from vents when car starts up with air on.
  Rear air not blowing cold. (Sorry my non verbal autistic child couldnt tell me it was blowing hot air on her)
  Right front brakes grind after car warms up coming to a stop. (Front rotors *****, backs new?)
  Nicks (3) in windshield
  Thick paint scratches, with black paint in them. (Who did that?)
  Air filter
  And you wonder why I am complaining? This was a trade in car no doubt, should it have been resold on the lot, probably not. Should it have been sent to the auction, probably?
  You have not one time acknowledged the misleading information about the Carfax that was given to me by your finance manager. Why?

   

   

   

   

   

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/06/2022 I went in person to set up service on my mom's car (2016 equinox LT) as Christmas present. I ended up settling on replacement of a door handle and a tire sensor. I walked out paying about $181 which seemed about right at the time. I happened to look up the parts myself from Chevrolet website to ease my mind about the price of the tire sensor (112) but unfortunately I found I was charged 100% over MSRP(54) ((the price I would of paid ordering it myself and having it delivered there)) I understand a markup and why it is needed but why a markup would be applied unevenly in person and online is unclear. Have been in contact a little bit but what I have been told could be summarized as that's how we do business. Which saddens me honestly I expected more.

  

  Business response

  12/13/2022

  Our Parts Manager has left 3 messages for ***************Please return his calls and we will try to help you out. Tell us why here...

  Customer response

  12/16/2022

   
  Complaint: 18553122
  
  I am rejecting this response because: unfortunately I did not receive any messages I was called twice when I was unavailable. I work in manufacturing 7am to 5: 00pm 5 days a week so I'm unavailable most of your business hours to talk over the phone. If we could resolve this on Saturday over the phone that would be great. I just found the quote online for the tire sensor that I paid for already. It appears that I was also charged the same markup. I will be in person at the dealership hopefully Thursday December 22nd with my mom to get an oil change hopefully we can have a quiet conversation about this to avoid spoiling her gift. As I look into this it appears the service department also took advantage of my kindness but I have faith **** will correct it.
   
  Sincerely,
  
  ***********************

  

  Business response

  12/20/2022

  Sounds good. See **** when you come in on the 22nd. Have a Merry Christmas and a great 2023.

  Customer response

  12/20/2022

   
  Complaint: 18553122
  
  I am rejecting this response because: I've already dealt with the issue with service thank you for trying. What I was told when I talked to the parts manager I believe. He claimed that the **** directly from Chevrolet's website is not correct. Well if he actually took the time to do it himself he could see. And frankly in upcharge over **** at all is not okay in my opinion I understand sometimes it could be needed but from my position parts are not in that high of demand. Frankly I no longer want to be contacted on this issue unless it is to right there already massive mistake I don't want to discuss the issue any further we've talked it to death if you don't see what is the correct action to take that is between you and your conscience I guess. but I do not want to be ambushed on the 22nd 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Powertrain turbo failure warranty coverage denied. Out of pocket cost $200.00. *** issued related problem known by GM. Advantage ***** provided the *** and refused to acknowledge GM had any such problem. Clearly this was a related turbo failure and the dealer only was interested in taking the easy way out charge the customer

  

  Business response

  10/31/2022

  We have a standard $185 diagnostic charge. Same type of charge as when you have your home appliances, HVAC ect. repaired. *********** was made aware of this charge and agreed to it. Attached is the repair order showing the condition, cause and correction of the repair, We did not charge *********** any additional labor time as it was a relative simple repair. *********** asked if the repair could be covered under the ** powertrain warranty. Unfortunately a minor repair like this is not a covered item. If it was we would gladly submit it for warranty payment, however if we did ** would reject the claim.  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our vehicle in December 2021. We were told the vehicle had had a multilevel inspection, including paperwork showing all green regarding the vehicle and the car fax. The day after purchase the vehicles battery died and physically couldnt be jumped and had to be towed. Shortly after that the car started shaking occasionally when turning the steering wheel, only to find out it needed power steering replaced. (They did cover this after fighting with them on returning the vehicle). Now that seasons have changed we went to utilize the ** to find out from a **** dealership that the rear ** lines have been completely removed and capped off. None of which was disclosed. It will cost thousands to fix and when purchasing a $30,000 not having a rear ** system intact should not even be a concern. When we reached out to them they told us they dont inspect non ******** vehicles. Again not what we were told and promised at time of purchase. And that they would not do anything about it. We were sold a vehicle that had been thoroughly inspected with no major issues other than the cosmetic ones we were shown to be told six months later they dont do inspections on other brand cars and its not their issue.

  

  Business response

  06/06/2022

  We would be glad to refund the purchase. Unfortunately the taxes cannot be refunded. We would need to inspect the vehicle to make sure it is in a similar condition as when it was purchased.

   

  Thank you
  

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today I visited Advantage Chevrolet because I needed a muffler. ************************* was the Sales Rep and he was nice. That is not the problem. I was charged an inspection fee of $97.79, somehow I knew it was the muffler without an inspection but they didn't. Then they proceeded to tell me it would be $1,452.03, For a muffler. They gave me a line how it's a titanium muffler which they told me when I bought the car, would never go bad but yet they wanted to charge me $1,452.03. I went to Midas and they changed my muffler for $327.59. I always have used this dealer for my oil changes and they provide a video for me to look at on my phone for multi point vehicle inspection but failed to do so today. Major red flag. There was no video provided to show me the hole in my muffler as the Sales person told me I had. At Midas, there was no hole. The seam was coming apart which was the issue. Still needed a muffler but not due to a hole. Needless to say, I was surprised to hear I needed a muffler after when purchasing the car, was told it will never go bad. This whole interaction was very shady and I am requesting a refund for my $97.79. It is very obvious they were trying to deceive me and rip me off. Totally unethical and a lack of integrity. I have been a faithful customer for a long time.

  

  Business response

  05/14/2022

  We appreciate ************************ reaching out and we appreciate her business. ***** is our newest Service Consultant and this is a good training experience. There should not have been a charge to inspect the exhaust. The inspection fee will be refunded. The seam of the muffler was split open making a hole in the muffler. ***** quoted a GM muffler which is a one piece system which is a welded system from the converter to the tailpipe not just a pieced in muffler as you can get in the aftermarket. That should have been explained better. Going to a muffler shop that cuts and welds the Muffler in is certainly cheaper than replacing the entire system as the manufacturer recommends. We are a GM ( ***** Dealer )that is required to provide our customers with quality GM parts with a GM warranty. Understandably being a 7 year old vehicle it makes sense to go with the cheaper remedy and that should have  been explained. We appreciate ************************************* business over the years and we hope we can continue our relationship. A refund check will be sent by mail.

   

  Thank You
  

  Customer response

  05/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I found a vehicle stock number P13955 posted for $24472, I summited the loan application to my bank in 03/16 and got the approval. My bank send the approval letter to the dealer. I asked for a non paid day at work to go and get the vehicle today 03/17/22 and got a call form ***** a sales admin. form Advantage saying that he got the paperwork form my bank, that the vehicle was still available but the price was ***** increased. total of *****.

  

  Business response

  03/19/2022

  There was a technical error that caused the price to read incorrectly on the website. We have identified the issue and it has been resolved. We apologize for the inconvenience.   Tell us why here...

  Customer response

  03/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩