Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a loan cancellation due to having a permit and not a full license. I had the car for 12 days and was charged $225 for a detailing fee. I was told by ********* **** that my downpayment of $2000 cash would be returned with adjustments of the mileage used into consideration as well as the condition of the car. I had kept the car cleaned and even had my father due some small detailings on it the day before I dropped it off. Im initially told by a different manger I would be receiving a refund check in 1-2 business days on 12/09 . Then I speak to ********* again today on 12/ 10 and tells me I will be charged a detailing fee of $225 for only having it for 12 days! I feel so robbed. I'm told I'll be getting $1300 back when I paid a cash downpayment of $2000.

  Business response

  12/30/2024

  We will be refunding Ms. Yasser her $225 detail. We will mail her a check. Sorry for the misunderstanding.

   

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

  General Manager

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The worst dealership you can possibly bring your vehicle in to for repairs. I had my GMC Sierra in for a tailgate recall. During the recall, they unlatched the tailgate step, and it fell on the hitch. They 100% denied any responsibility. They offered to do a spot repair with their local auto body repair, however the damage required more. I had a discussion with the parts manager, and brought my truck in one day so they could look at it. It was agreed I would take it in to my body shop, and send them the quote. I sent them the quote as requested, and called several times, no response or reply. I proceeded with the $900 repair. Then 1 day I stopped in after the repair was made to try and talk to a manager again. I finally got one to call me back. He then denied all responsibility again, but offered me an insulting $200 payment as a good will gesture. I will not take anything less than the $900. I will continue to leave bad reviews and spread the word about this dealership until they adequately compensate me for the damage they caused on my $85000 truck.

  Customer response

  10/31/2024

  Yes the location was Louisville. My auto body repair shop is in Harriman, TN where a line

   

  *****

  Business response

  11/07/2024

  Dear *** ****** *** *** *****
  Thank you for reaching out regarding *** ********* concerns. We appreciate the opportunity to provide further clarification on this matter.
  
  *** ********* GMC Sierra was serviced at our dealership for a tailgate recall, and we performed the repair as per GM’s requirements. Nearly three weeks later, he contacted us to report damage to the tailgate, which he attributed to our work. Given the delay in notification, we were unable to verify when or how the damage may have occurred, but we promptly invited *** ******* back so we could inspect the vehicle and offer a solution. When he brought the truck in, we proposed a spot repair at our own body shop to address his concerns. *** ******* instead chose to complete the repair at a different facility.
  After *** ******* provided an estimate from the repair shop of his choice, we offered him a goodwill payment of $200 toward the cost. This offer reflected a good-faith attempt to resolve the issue, despite the speculative nature of the claim and the lack of verification that the damage occurred while the vehicle was in our care.
  
  As *** ******* elected to have the repair completed elsewhere and did not provide timely notice to allow us an opportunity to address it, we believe our $200 goodwill offer is reasonable and fair under the circumstances. We aim to balance our responsibility with the customer’s needs, and we value *** ********* feedback as an opportunity to improve our communication and service processes.
  Please let us know if any further information is needed. We look forward to reaching a resolution and appreciate the BBB’s assistance in facilitating this process.
  Sincerely,
  ******* ************* ******* *******
  Montgomery Chevrolet

  Customer response

  11/08/2024

  As I explained to *******  on the phone. I drove my vehicle home to Tennessee after the tailgate service, the truck sat safely for days in my garage. I travel for work, and am away for several days at a time. As soon as I noticed the damage, I started making calls to Montgomery. Every time I called, the service personnel would attempt to put me on with the service manager. It ALWAYS went tho voicemail, with no return of my call.  I called several times. No call back.  Weeks later, I had my truck back in Louisville. I  decided to physically bring it in, and asked to speak to the service manager. Only then did a manager talk to me. I spoke with ****** he agreed the tailgate was indeed dropped on my hitch. He asked if I could bring it in the next day for a "spot" repair. I told him I live in Tennessee, I wouldn't be able to bring it in the next day,  and I'd like to have my body shop at home estimate the repair. We agreed, and also agreed I'd send him the quote. I sent it via email which ***** as agreed. I NEVER received a reply, I called again, NO CALL BACK. I was very patient. My body shop agreed that the repair required more than a "spot"  repair. After not hearing back from Montgomery, and after several attempts to contact them, I went ahead with the repair as it needed to be repaired ASAP. As soon as I was in Louisville again, I stopped by the dealer showroom to see if I could speak with lead manager, general manager, ANY manager, as ***** had never once replied to my emails, or returned my calls. I never received a call back from ANYONE. Only that day, after I wrote an email to the manager's ******** and ******** did I receive a reply. I received an email from *******, and then finally a call from ******** ******* was very argumentative, rude,and condescending. I finally had to hang up on him.I won't accept anything less than the full repayment.  I've never been treated with such disdain and disrespect.  

   

   

  Business response

  11/19/2024

  We have offered $200 to the repair in good faith. The customer waited 26 days to report damage that could have occurred any where. I have reviewed all conversations and he was told he could get an estimate since he did not live close to here. We did not approve for the work to  be done. Customer took upon himself to do it and tried to recoup money from us. This matter is closed.

  Customer response

  11/20/2024

  
  Complaint: ********
  
  I'm rejecting their insult of an offer because they are 100% responsible. Everyone should do a walk-around after work is performed at their dealership. They should put this on their paperwork, and require a before and walk around after work is completed because their personnel do not respect or take responsibility for damage to personal property. The manager's ******** ***** *** ***** do not properly respond or oversee the work that is done by the service department. I am far beyond receiving money from them because I will never see it! I just want people to know in the future to be careful with this piece of s*** dealership. 

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

  Business response

  11/20/2024

  Dear *** ****** *** *** *****
  Thank you for providing *** ********* additional comments. We appreciate the opportunity to address his concerns further.
  While we regret that *** ******* remains dissatisfied with the resolution offered, we stand by the steps we have taken to address his complaint in good faith.
  Walk-around Process
  *** ******* raises a valid suggestion regarding implementing a pre- and post-service walk-around for vehicles. Although it has not been standard practice, we are actively reviewing our procedures to determine how such a process can be integrated into our operations to provide better transparency and trust for all our customers.
  Communication and Management Oversight
  We acknowledge that there were delays in responding to *** ********* inquiries, and for that, we sincerely apologize. While we believe we provided a fair resolution under the circumstances, we understand how delays in communication can lead to frustration. We are actively working to improve how we address and follow up on customer concerns.
  Resolution Position
  Our $200 goodwill gesture remains available to *** *******. This offer was made despite the speculative nature of the claim and the fact that the reported damage was communicated to us nearly three weeks after service, limiting our ability to assess or verify the situation.
  We regret that *** ******* no longer seeks a resolution with us but instead wishes to make others aware of his dissatisfaction. We will take his feedback seriously and continue to refine our service practices to ensure a better experience for all our customers.
  Thank you for facilitating this process, and please let us know if further clarification is needed.
  Sincerely,
  ******* ************* ******* *******
  Montgomery Chevrolet

  Customer response

  11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  This is just going in circles. Clearly Montgomery refuses to accept responsibility. A $200 "good will" gesture does nothing when they caused nearly  $1000 in damage. Obviously they need the extra money more than I do. Let this be a sign of their irresponsibly when it comes to customer satisfaction. I highly doubt they'll change any procedures. 

   

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

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just bought a used car with Montgomery Chevrolet. The experience was not the best. We needed to trade our car in and that all went smooth. We traded it in on a van. The first issue was that we had asked for $500 off the car and they had said yes. When we went to sign paper work. They then said they misunderstood and would not give it to us. It was clearly in a text message that we asked and they said yes to the extra $500 off (I do have screenshots to prove). Once all the paperwork was done. We went to go get our new car. It was a used 2023 Chrysler voyager. We get out to the car for them to inform us they did not have another key fob. They only had one key. This should have been told to us upfront. The guy said that this happens and sometimes they will find the key other times they won’t. He then proceeded to tell us it would be to expensive to get one at a dealership so get one made somewhere else. I feel like this should have been said before buying the car and that this company owes me a key fob. The $500 off is something that we should have dealt with but didn’t. I am not even asking for that. I just want the key fob.

  Business response

  10/28/2024

  **** *******

  Montgomery Chevrolet will refund $500 to you on your recent purchase. I apologize for the confusion on your purchase. I will personally call you when the check is ready.

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

  General Manager 

  Montgomery Chevrolet

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

  Customer response

  10/29/2024

  
  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,
  
  ******* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This place had my car for almost a month after telling me replacing a evaporator core was only a 10 hour job! They returned my car to me severely damaged and not put back together correctly! When i brought the issues to the managers attention, he was dismissive saying that “it was a big job this kind of stuff happens”. He was as only interested in repairing one of the holes that was put into the dash board. I was not okay or willing to accept that! He also insisted that they have a strict policy they follow regarding tools in a car! I told him that the service technician sent me a picture with car parts, tools, and stuff! These things were not only scattered in my car that is all leather interior, but along the windshield as well! So now i have a cracked windshield along with a severely damaged car. Shame on Chevy for treating me this way! I have been a customer since 2017! Ive never had an issue like this. It is only fair to return my car in the same physical condition as when i brought it in.

  Business response

  10/01/2024

  Dear *** *****

  
  Thank you for reaching out and sharing your concerns with us. I sincerely apologize for any frustration you’ve experienced regarding the repairs on your vehicle. As the Service Manager of our dealership, I take your concerns seriously, and I want to assure you that it is never our intention to deliver anything less than the highest standard of service.

  We understand your frustration about the condition of your vehicle upon return, especially regarding the damage to the interior and the cracked windshield. While replacing the evaporator core is a complex repair, it is our responsibility to ensure the vehicle is returned in the same condition it was received, and I regret that this has not been your experience.
  

  Our team has already offered to address the interior damage, and we remain committed to doing so. I would like to extend this offer once more, and additionally, we are willing to evaluate the windshield and explore options for addressing that issue as well. Please understand that we are fully committed to rectifying these concerns and ensuring that your vehicle is restored to the condition you expect.
  

  We value you as a customer and appreciate your loyalty since 2017. Our goal is to resolve this issue in a way that satisfies you and maintains the trust you’ve placed in us. Please reach out to me directly at your earliest convenience so that we can arrange the necessary repairs and ensure your vehicle is taken care of promptly.
  

  Once again, I sincerely apologize for any inconvenience, and I look forward to resolving this matter to your satisfaction.
  

  Sincerely,

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

  Service Manager 

  Montgomery Chevrolet 

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

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

  
  

  Customer response

  10/06/2024

  
  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,
  
  ****** **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was taken to this location for a problem which I thought should be covered under warranty. It was not covered under warranty according to them, so me and my insurance paid. I was charged two times for the replacement labor time. I got the invoice and in the invoice it shows what the "book" calls for time wise for the labor. The invoice shows (in description) to remove and replace each part. So for example remove and replace part A shows 3 hours labor time. So that means 1.5 hours to remove 1.5 hours to replace. This company charged me and my insurance company 21 hours (which I agree with for remove and replace) but then they wrote in pen that it was 21 hours just to remove and 19 hours to replace. There should be no 19 hours to replace because that was covered in the initial 21 hour invoice. So if it took an actual 39 hours some how it was done in 2 days. I understand the "book" time so I know if it says it pays an hour and they can get it done in 15 min you are still charged an hour. Totally agree, but in this case I was charged double for the replace part. I have the invoice to prove this 100% And on a side not then my truck is returned missing its driver side mirror.

  Business response

  03/01/2024

  Dear *** *****
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced regarding the service provided for your car. We take customer satisfaction seriously and we are committed to resolving any issue promptly.
  We have thoroughly reviewed your invoice and the details you provided. We worked thoroughly with your insurance company on the repairs. If there had been any actual issues with the billing hours for the repair, they would not have approved the repair.
  Additionally, we are deeply concerned to learn that your truck was returned to you missing its driver side mirror. This is not indicative of the level of service we strive to provide to our customers, and we sincerely apologize for the oversight. You are aware that I have ordered a replacement mirror for you, as we meet prior to you leaving the store. We would have no reason to remove your mirror, under normal circumstances we would not be liable for damage that would occur on our lot. However, as measure of goodwill I order the replacement glass for you.
  We appreciate your patience and understanding and consider this case closed.

   

  ******* ************* 

  Business response

  03/01/2024

  Dear *** *****
  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced regarding the service provided for your car. We take customer satisfaction seriously and we are committed to resolving any issue promptly.
  We have thoroughly reviewed your invoice and the details you provided. We worked thoroughly with your insurance company on the repairs. If there had been any actual issues with the billing hours for the repair, they would not have approved the repair.
  Additionally, we are deeply concerned to learn that your truck was returned to you missing its driver side mirror. This is not indicative of the level of service we strive to provide to our customers, and we sincerely apologize for the oversight. You are aware that I have ordered a replacement mirror for you, as we meet prior to you leaving the store. We would have no reason to remove your mirror, under normal circumstances we would not be liable for damage that would occur on our lot. However, as measure of goodwill I order the replacement glass for you.
  We appreciate your patience and understanding and consider this case closed.

   

  ******* ************* 

  Customer response

  03/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My insurance paid the invoice because of how you trying to give misleading information to them.  You know it's a big insurance company and they don't have time to look closely at the paper work.  As I had said I know how vehicle repairs are paid out by the book.  So in simple terms explain to me the invoice I've attached. The book clearly shows every item it is to remove and REPLACE.  That gives the total job 21 hours.  Yet you add another 19 hours to REPLACE even though that is included in the 21 hours.  If it was 19 hours to replace where is the print out sheet for those hours?  There isn't one because you know and your mechanic knows that the total job  (printed in black & a  white) says the job takes 21 hours.  I kid you not I just 30 min ago got a letter from Attorney General in the mail wanting some more info which I will be sending them. I work with 154 other drivers and you really wouldn't believe the negative feedback I received from a lot of them regarding your business.  You explain to me why the invoice you gave me says remove and replace is wrong then?  I can't understand how you cannot even say hmmmm 39 hours for a wiring harness motor replacements don't even get that.  Explain how you are able to just hand write 19 hours and say yes that's it and not print out an invoice showing what those 19 hours are for.  You explain that to me and I will let it go. I know it was the insurance that paid it but I don't let things go when I am in the right.  The funny thing with the mirror I saw your sign about not responsible for damages funny there was no damage the perfectly good mirror just magically disappeared.  Not on the ground or anything.  I look forward to you explaining the invoice and for your call when the mirror comes in.  
  
  Sincerely,
  
  *** ****

  Customer response

  03/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My insurance paid the invoice because of how you trying to give misleading information to them.  You know it's a big insurance company and they don't have time to look closely at the paper work.  As I had said I know how vehicle repairs are paid out by the book.  So in simple terms explain to me the invoice I've attached. The book clearly shows every item it is to remove and REPLACE.  That gives the total job 21 hours.  Yet you add another 19 hours to REPLACE even though that is included in the 21 hours.  If it was 19 hours to replace where is the print out sheet for those hours?  There isn't one because you know and your mechanic knows that the total job  (printed in black & a  white) says the job takes 21 hours.  I kid you not I just 30 min ago got a letter from Attorney General in the mail wanting some more info which I will be sending them. I work with 154 other drivers and you really wouldn't believe the negative feedback I received from a lot of them regarding your business.  You explain to me why the invoice you gave me says remove and replace is wrong then?  I can't understand how you cannot even say hmmmm 39 hours for a wiring harness motor replacements don't even get that.  Explain how you are able to just hand write 19 hours and say yes that's it and not print out an invoice showing what those 19 hours are for.  You explain that to me and I will let it go. I know it was the insurance that paid it but I don't let things go when I am in the right.  The funny thing with the mirror I saw your sign about not responsible for damages funny there was no damage the perfectly good mirror just magically disappeared.  Not on the ground or anything.  I look forward to you explaining the invoice and for your call when the mirror comes in.  
  
  Sincerely,
  
  *** ****

  Business response

  03/05/2024

  Let me clarify the breakdown of the hours listed on the invoice. First, what you have attached is not an invoice, that is an estimate of hours to start the claim with the insurance company. The 21 hours you mentioned represent the standard labor time outlined in the repair manual for the removal and replacement of the specified components. However, additional time may have been necessary for certain aspects of the repair process that are not explicitly itemized in the manual. This could include diagnostic work, testing, or unforeseen complications encountered during the repair process.
  

  Regarding the handwritten note for 19 hours, this was intended to reflect the additional time required beyond the standard labor hours for tasks such as diagnostics, testing, and any unforeseen challenges encountered during the repair process. I understand that without a detailed breakdown, it may appear unclear, and I apologize for any confusion this has caused.
  

  I have attached a copy of the final insurance supplement. This is what your insurance agreed was a reasonable amount of time for the repair.
  
  Regarding your concern about the missing mirror, we take all customer feedback seriously, and I assure you that we will investigate this matter thoroughly.
  

  I appreciate your patience and understanding as we work to address your concerns. Please feel free to contact me directly if you have any further questions or would like to discuss this matter in more detail.
  

  Any further concerns regarding the repair hours that was approved by your insurance should be directed to them.

  Business response

  03/05/2024

  Let me clarify the breakdown of the hours listed on the invoice. First, what you have attached is not an invoice, that is an estimate of hours to start the claim with the insurance company. The 21 hours you mentioned represent the standard labor time outlined in the repair manual for the removal and replacement of the specified components. However, additional time may have been necessary for certain aspects of the repair process that are not explicitly itemized in the manual. This could include diagnostic work, testing, or unforeseen complications encountered during the repair process.
  

  Regarding the handwritten note for 19 hours, this was intended to reflect the additional time required beyond the standard labor hours for tasks such as diagnostics, testing, and any unforeseen challenges encountered during the repair process. I understand that without a detailed breakdown, it may appear unclear, and I apologize for any confusion this has caused.
  

  I have attached a copy of the final insurance supplement. This is what your insurance agreed was a reasonable amount of time for the repair.
  
  Regarding your concern about the missing mirror, we take all customer feedback seriously, and I assure you that we will investigate this matter thoroughly.
  

  I appreciate your patience and understanding as we work to address your concerns. Please feel free to contact me directly if you have any further questions or would like to discuss this matter in more detail.
  

  Any further concerns regarding the repair hours that was approved by your insurance should be directed to them.

  Customer response

  03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:it still doesn't add up.  Also I wasn't given my whole harness just a piece of it even though I specifically said I want the part.  The wires look cut and pulled not rat infested where is the pictures of that?  I have motion sensors under my vehicles and a camera so catalytic converters are not stolen.  If you google the part that went bad it's a very common problem that goes wrong with these trucks so convenient a rat that has not bothered any other vehicle just in one day just chewed right where the plug is so the warranty that mechanics hate to do that I payed extra for doesn't cover it.  So call me when the mirror comes in and we will part ways.  I'm waiting to hear back from GM themselves I will forward your invoice (which by the way only comes up to 31 hours) and your response.  If they say that is correct book work I'll believe that part. If you still got the rest of my harness I'd like that back when I get the mirror
  
  Sincerely,
  
  *** ****

  Customer response

  03/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:it still doesn't add up.  Also I wasn't given my whole harness just a piece of it even though I specifically said I want the part.  The wires look cut and pulled not rat infested where is the pictures of that?  I have motion sensors under my vehicles and a camera so catalytic converters are not stolen.  If you google the part that went bad it's a very common problem that goes wrong with these trucks so convenient a rat that has not bothered any other vehicle just in one day just chewed right where the plug is so the warranty that mechanics hate to do that I payed extra for doesn't cover it.  So call me when the mirror comes in and we will part ways.  I'm waiting to hear back from GM themselves I will forward your invoice (which by the way only comes up to 31 hours) and your response.  If they say that is correct book work I'll believe that part. If you still got the rest of my harness I'd like that back when I get the mirror
  
  Sincerely,
  
  *** ****

  Business response

  03/15/2024

  Dear *** *****
  Firstly, I want to apologize for any dissatisfaction or confusion caused by our initial response. Your feedback is invaluable to us, and we take it very seriously.
  Upon further review of your case, I understand your frustration with the situation. It is certainly disheartening to hear that you feel the resolution offered does not adequately address your concerns.
  Regarding the issue with the harness, I apologize if there was any miscommunication or oversight in providing the complete part as requested. I assure you that we always strive to fulfill our customers' requests to the best of our ability, and I will personally look into why only a piece of the harness was provided.
  Additionally, I understand your skepticism regarding the cause of the damage to your vehicle's part. We take all claims seriously and aim to provide transparent and thorough explanations. I regret any inconvenience caused by the lack of photographic evidence or clarity regarding the damage.
  As for the warranty coverage, I understand your frustration with the limitations of the warranty in this particular situation. While we aim to provide comprehensive coverage, there are instances where certain damages may not be covered under warranty terms. Nevertheless, we are committed to addressing your concerns and finding a satisfactory resolution.
  I respect your decision to await feedback from GM directly, and I assure you that we will fully cooperate with any inquiries or investigations from their end. Your satisfaction is of utmost importance to us, and we will do everything in our power to ensure a fair and satisfactory outcome.
  Regarding the mirror it has arrived. Please let me know your preferred method of return, and I will make the necessary arrangements.
  Once again, I apologize for any inconvenience or frustration caused by this situation. Please feel free to reach out to me directly with any further concerns or questions.
  Thank you for your understanding and patience. 

  Business response

  03/15/2024

  Dear *** *****
  Firstly, I want to apologize for any dissatisfaction or confusion caused by our initial response. Your feedback is invaluable to us, and we take it very seriously.
  Upon further review of your case, I understand your frustration with the situation. It is certainly disheartening to hear that you feel the resolution offered does not adequately address your concerns.
  Regarding the issue with the harness, I apologize if there was any miscommunication or oversight in providing the complete part as requested. I assure you that we always strive to fulfill our customers' requests to the best of our ability, and I will personally look into why only a piece of the harness was provided.
  Additionally, I understand your skepticism regarding the cause of the damage to your vehicle's part. We take all claims seriously and aim to provide transparent and thorough explanations. I regret any inconvenience caused by the lack of photographic evidence or clarity regarding the damage.
  As for the warranty coverage, I understand your frustration with the limitations of the warranty in this particular situation. While we aim to provide comprehensive coverage, there are instances where certain damages may not be covered under warranty terms. Nevertheless, we are committed to addressing your concerns and finding a satisfactory resolution.
  I respect your decision to await feedback from GM directly, and I assure you that we will fully cooperate with any inquiries or investigations from their end. Your satisfaction is of utmost importance to us, and we will do everything in our power to ensure a fair and satisfactory outcome.
  Regarding the mirror it has arrived. Please let me know your preferred method of return, and I will make the necessary arrangements.
  Once again, I apologize for any inconvenience or frustration caused by this situation. Please feel free to reach out to me directly with any further concerns or questions.
  Thank you for your understanding and patience. 

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is the last reply from me.  My wife will come pick up the mirror within next few days. We will have to install it ourself because the truck is at another location and soon will be taken to an independent location.  We did have an inspector go and look at the truck today for USAA. He called your location today Someone told him they were going to go get the mechanic that worked on it but no one came back on the line. Anyways I tell you this so you can verify if you want that I'm telling you the truth.  You may want to ask your mechanic that worked on my truck maybe what he/she did or didn't do.  Have a great day!
  
  Sincerely,
  
  *** ****

  Customer response

  03/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  This is the last reply from me.  My wife will come pick up the mirror within next few days. We will have to install it ourself because the truck is at another location and soon will be taken to an independent location.  We did have an inspector go and look at the truck today for USAA. He called your location today Someone told him they were going to go get the mechanic that worked on it but no one came back on the line. Anyways I tell you this so you can verify if you want that I'm telling you the truth.  You may want to ask your mechanic that worked on my truck maybe what he/she did or didn't do.  Have a great day!
  
  Sincerely,
  
  *** ****

  Business response

  03/19/2024

  We will consider this case closed once the customer receives their mirror. 

  Business response

  03/19/2024

  We will consider this case closed once the customer receives their mirror. 

  Customer response

  03/20/2024

  
  Complaint: ********  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ****

  Customer response

  03/20/2024

  
  Complaint: ********  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ****

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2022 Chevy Silverado. I put a 3” lift on it and new rims and tires. 4/6 months later, I took it to Montgomery Chevrolet for a ticking coming from under the truck when you press gas and let off gas. They had it for about a week and no progress. I filled a complaint with GM and they call me weekly but nothing has been accomplished. Today 12/13 I get a call from ****** at the dealership saying they want me to take off the lift kit, put stock wheels and tires back on it before they will do anything. They have in my file a ton of email exchanges with GM etc

  Business response

  12/14/2023

  Could not get the word doc to download. Please see jpeg of the doc

  Customer response

  12/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:  have you ever went to a dealership with an issue and they say you have to do this or that before they can diagnose it??  Why can’t they find why it’s clicking on take off and stop only. If it was suspension it should be doing it over speed bumps, pot holes, etc. there are a million lifted trucks in this world and they all don’t click..I don’t think you guys even drove it when you told me you did.  I was told “we can’t hear it” then I ride with you and you magically “hear it now”

  asking a customer to remove parts to figure out a problem is crazy.  They did hear the noise, they did repair a recall that did nothing for the noise.  This little 3” lift has been installed for months, the clicking just started  I returned it to the professional installers in Jtown and they have searched the lift 4 times now.  It’s not the lift.  The shop manager may consider this case closed but it’s not  looks like I will need to get my lawyer involved.  This is my first Chevy, I have always owned Rams.  I have thousands of followers and they all will hear about the poor service from this location.  
  

  so sounds like with Chevy and this location if my car won’t start I need to figure out why before I get help.  Y'all blow my mind.  You should have been able to pinpoint the problem  and if it was outside warranty then I should have had to pay for a fix.   I don’t need to hear this “aftermarket parts” you’re the dealer…you should be able to figure out any issues with your vehicle.  You guys haven’t worked on any trucks with a lift since you’ve opened your business?  I will continue to work with GM on my complaint.  I will continue to spread the word about this location.  When you start a truck and put the truck in drive and let off the break and it clicks that’s an issue, it hasn’t even moved yet but that’s the suspension huh?
  

  Quit dodging the repair…

  **** *****

  Business response

  12/15/2023

  Our staff was very helpful in working with you to try and address your concerns . Noise diagnosis is tough to find. It is common practice to ride with a customer to pin point concerns or noises. I am sorry you feel removing aftermarket components and restoring a vehicle back to factory conditions is crazy but it is what General Motors recommended so we could rule out the aftermarket lift.
  
  We suggest you might try another Chevrolet dealerships to get a second opinion or go back to the store in which you purchased it from.
  
  We consider this case closed. 

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

  Montgomery Chevrolet

   

  Customer response

  12/15/2023

  
  Complaint: ********
  

  You can consider this case closed if you want but it’s not from my end.  If you have an issue with your truck you take it to a dealer to figure out the problem.  I have owned many trucks as I use to lease and those were RAM’s.  No matter what “mods” I would do they would diagnose the issue until they found the problem. Bottom line is you can’t find the issue so your location is blaming the lift/tires.  That’s your fallback and that keeps you from working on it. I will continue to fight this no matter if it’s with the BBB or my lawyers.  In the end I will continue to let everyone know how bad this location and GM is.
  

  If you can’t find the problem blame something else.  No one has ever came out and said here is the issue.  That’s because your shop can’t figure it out.  So you blame what you can.  I have been back to the 4x4 shop and they have done everything except take it off and back on and they have said the sound is not the lift.  At least they pinpointed it’s not the lift.  I’m not done with this.

  
  **** *****

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment to to have my hub bearings checked... they texted me and said that my vehicle needed brakes and charged me 1,100 to do so... after leaving I discovered the same problem, grinding and whinning from front hub assembly

  Business response

  12/07/2023

  Service Manager reaching out to customer to invite back in so we can look at the problem since it has been 30 days since his last service with no complaint until now.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2022 Chevrolet Malibu with 19k miles on 8/4/2023 from Montgomery Chevrolet in Louisville, KY. They originally got the car from their Radcliff store for me to buy. I test drove the car and it drove good. It was my favorite color with a sunroof. I loved it. Before purchasing we were walking around the car to check out any possible damages even though it had a clean carfax report. I noticed on the right back side where the brake light was, there was a small gap between the car and the light. Then I noticed the bumper did not look connected all the way on that same side. Then we opened the trunk and saw some dents. I brought it to the sales guy and sales manager's attention. They said they would not fix it. That I would have to. Since I really liked the car, I was like okay I guess i will get it and see if I can get it fixed. The damage did not look bad, but I knew it was there. The sales guy kept telling me that it was not noticable and only I knew it was like that. The car was a little over 24K. I really had to like the car to have a car payment of $540 a month, On August 17, 2023 I took the car to rockford collision on dixie hwy for them to let me know how much the car would be to fix. To my surprise, the car was severely damaged. Like 8k worth of damage. It had a lot of damage underneath the bumper. Looks like someone was in a wreck and had a new bumper put over the damage. The truck did not shut like it was supposed to and i was told it would be 7-8k to fix. They told me that Montgomery Chevrolet sold me a lemon and to return the car. They stated the car should not have been sold. There was no way it should have gotten GM certified I called the sales manager ***** to tell him how much the damage was and he could not believe it. So he asked me to bring it in on 8/21/2023 to let their body shop look at it. So I took it and their Chevrolet technician said the same thing. That the damage was extensive and it should not have been certified or sold. I told him to go tell the sales manager and he did. I asked the Sales manager what we were going to do about the car and would they fix it. He stated no they would not fix it, but he would to try and put me in a newer car and he told me let him see what he could do. So in the meantime i waited to see what they were going to do and time was passing and no calls. I tried calling the sales manager and could not get him. So i started calling for the general manager ******* and he never called me back either. I ended up writing an email to the general manager. I had also called GM corporate in the meantime and filed a complaint. GM e-mailed or called the store and he received my e-mail the same day. My email was just stating how he has not shown any concern about this matter and how I was being ignored and kept in the dark about what was going on etc. I was basically being treated bad by their employees. My sales guy told me to basically leave the matter alone about the damage. Then i spoke to another sales manager demetrius to see if he could help and he was very rude and smart alec. He treated me like i was the one in the wrong. The GM ******* finally called me on 09/12/2023. He stated he had spoken with the Radcliff store and the car passed certification. He stated he had listened to the calls and heard how stressed i've been over the car. He asked what i wanted him to do to fix the car just so the light wouldn't have the gap and water will not get in the car (i had suggested this because i really he wanted the car and i knew they would not pay for it to be totally fixed, so i was going to compromise) or he could look for me a newer car to ease my mind knowing it was brand new. He did say they really do not have to do anything for me because its a used car, but thats why they been in business 100yrs making customers happy. So after i had thought about it. I either wanted it all the way fixed or not at all. So i decided to let him look for another malibu specifically with a sunroof. He stated he would do what he could to help me as far as getting a newer car and my payments not being really high. He did mention they would pay off the car loan and eat the money for the car i have. He may have to knock some off of a new car, but i would not get it at the same price as the one i bought if it was new. He also mentioned he heard i had gotten my windows tinted, so he would pay me for that too. So he stated they would start looking for a malibu with a sunroof and get back with me on the price and payments amount once they found something. He also mentioned he would keep me updated weekly and that he would also tell the sales manager as well. Well that did not last long because no one kept me updated. I e-mailed him and the sales manager on November 5, 2023 stating it had been three months now and i wanted to know the progress and that they were not keeping me updated like they said. The GM replied stating they were still looking for a malibu with a sunroof and once they find one they would call and discuss price and payments. Well after that ***** called me a few times stating they found malibus, but only asked how much i would go up on my car payment. I did not want a higher car payment and i had already told them that. I told him the GM said he would work with me. He kept acting like he didn't know what the GM and i discussed, when they have daily morning meetings. Since the Malibu were so high, i decided i would maybe settle for a new Chevrolet Trax 2024, since they were not that expensive. Everytime i called them and told them what i found online i was told they already sold. Ultimately they were still looking for a Malibu with a sunroof because they knew thats what i really wanted. So fast forward to 12/4/2023, i called and told ***** that i was interested in another trax i saw. He told me that they actually had some delivered that morning and he was going to see which ones he got in and call me back. The trax i wanted had a sunroof. Well i waited and waited and he never called. So i e-mailed him and he stated he would call me back he was busy at the moment. When he called back he stated they did not have any with sunroofs that came in. At this point i was like do i just need to look for a cheaper car so we can take care of this. It has been going on way too long. Then he started talking about how they add 4k to the trax as a mark-up, so they would not be as cheap as i saw and the car payments would be higher. At this point i was ******* I asked did they add money on every car they sale, when it has one price on the internet and they say another. He stated only on the trax, since they were selling like crazy. So i asked about a 2023 trailblazer because i saw one that was $23,500. He stated he would be willing to sale me a trailblazer at that price. So he called and got my car milage and asked a few other questions and stated he would get back with me. All of a sudden i get a message to fill out a finance application. So i called to check the numbers before they tried going through with the sale. He stated they would give me 18k for my car and add the rest ($6,600) that was left to pay on with the new car, which would make the trailblazer over 30k. I was like i thought you all were going to pay my car loan off on my car. He stated he couldn't do that. I told him that was what the GM told me they would do and ***** actually had said it before to. Then he tried to act like he did not know what I discussed with the GM concerning that. So i told him i would call him back because i was calling the general manager. Well the GM had been at work all day and he had left but would not answer my calls even though he had provided me with his cell phone number previously. I had also e-mailed the GM on 11/25/2023 and had gotten no response and i was told he has been working everyday since last monday.

  Business response

  12/06/2023

  I have contacted ******* and we have made an appointment for her to bring vehicle in to get the light., trunk and quarter panel aligned. 

  Thank You

  ******* Shelton

  General Manager

  Montgomery Chevrolet

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

• Initial Complaint

  11/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over $1k for them to service my Chevrolet. Not only did they fail to fix it, leaving me stranded on the side of the road. They took it back, still couldn’t correct the issue, and recommended an alignment at additional cost even though they couldn’t conclude that alignment was causing the issue. When I tried to pick the vehicle up to get it serviced elsewhere properly, they tried to convince me that the flat tire (a new issue) was just an “air loss”. I took images of the flat, and they fully intended to just add more air and send me on my way. I have requested the business to provide me a full refund for all services performed, I want them to tow the vehicle to my residence at their expense, and I want them to replace the flat tire with a new one since it went flat in their care. It is frankly ridiculous how terribly they have treated me. I have a full auto warranty on the vehicle, and I refuse to use it for ANY part of this service. I only paid cash the first time because I needed to use the car quickly to get to and from my cancer center appointments. It’s a shame how poorly they have treated me when I’ve been nothing but respectful and cordial towards them.

  Business response

  11/22/2023

  Customer had vehicle towed to our Service Department with the following Concern:

  Customer states check engine light is on and service stability track vehicle lacking acceleration. Diagnosis was a misfire code in the engine control module of P0300 and P0171 The P0300 we replace ignition coils and spark plugs. The P0171 was for a purge valve covered under a special warranty coverage from General Motors. We quoted needed repairs to the customer, customer approved the repairs. We replace said purge valve under the GM warranty.  The customer came to pick up the vehicle paid the charges.   (Note at no time was there any discussion or comments about any Power Steering Concern. We performed a GM SAVI scan of customers on board computer and no Power Steering codes were present)   Invoice # 609460 Date 11/14/23 Customer had vehicle towed to our Service Department with the Following Concern: Power Steering went out please check and advise.   (Note we performed a GM SAVI scan of the customers vehicle and no Power Steering codes were present on the on board computer.)   We brought the customers vehicle into the service department to diagnose the customers stated concern but the Power Steering was working properly at that time. We performed multiple road tests to try to duplicate the customers concern of loss of Power Steering but we could never duplicate the concern.   We advised the customer of the Could not Duplicate the Concern. The customer was invited to come and ride with our Technician but refused to do so. The customer advised us that they were coming to pick up the vehicle. When the customer arrived to pick up the vehicle it was noticed that the right rear tire was flat and had a nail in the sidewall. We do not know how, when or where this occurred but we agreed to replace said tire as a Customer Goodwill gesture (no charge to customer).

  When tire tire arrives on 11/22/23 we will install a new tire for the customer so they can come to retrieve their vehicle.

  Customer response

  11/22/2023

  Complaint: ********

  Montgomery Chevrolet's response suggests that nobody knew I had issues with steering when they received my car. That is NOT true. ON MY RECEIPT and in their notes, THEIR TECHNICIAN wrote are as follows: "Customer states check engine light is on AND SERVICE STABILITY TRACK vehicle lacking acceleration" in the first line.
  

  I have attached additional, objective education material explaining what Service Stabilitrak on Chevrolet vehicles mean. It states as follows, "The StabiliTrak system is GM’s enhanced version of the electronic stability control (ESC) system. Both rely on steering inputs to restore vehicle stability if the driver is unable to control the vehicle. StabiliTrak is designed to operate under conditions that have low traction. It uses the STEERING WHEEL position sensor to check if the steering wheel and tires are aligned with the vehicle’s intended path. If this isn’t the case, StabiliTrak will reduce ENGINE POWER and apply brakes to individual wheels." Again, my invoice documents the concerns and that I paid in FULL. Why are we still debating this? 
  

  Upon towing the vehicle back to you, it did NOT have a flat tire. Over the next three days, nobody contacted me and said I had a flat. AS YOU STATED, your technicians CONTINUED TO DRIVE ON A FLAT RIGHT REAR TIRE? Worse, you offered to drive ME on a flat tire? That makes no sense and a flat would have been documented in the initial inspection too because I have an advanced engine light system. On Saturday, when I went to pick up my vehicle, the technician offered to simply put air IN THE FLAT TIRE (which is why I took pictures) and send me home like that. That is unsafe and in part why I refused the ridealong. I ubered home because it was insulting and uncomfortable.

  
  The only acceptable outcome is to issue me a full refund of service and deliver my car to me WHOLE and INTACT.
  
  Sincerely,
  
  ******* ********** **********

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2006 Chevy Trailblazer to Montgomery Cheverolet to be repaired for overheating and having to keep putting oil and water in it. They initially gave me an estimate of about $1,100. I set up payment aragements so they could start repairs. Within a few days they called and revised the amount to about $2,100. I again set up repayment arrangements ($200 a month to be taken out on the 3rd Wednesday of the month). They, Montgomery Cheverolet, on more than one occasion, did not take the payment out of my account when agreed upon and on 2 occasions took 2 payments out overdrawing my account. After repeated calls and 2 trips to them, they got the payments taken out as agreed. I finished paying off the balance on 10/18/23. On the 24th I called to see if my car was ready and the person said, "Yes, you can pick it up." about an hour later someone called and said they were checking the car to see if it was ready and discovered that there was yet another issue that would prevent me from driving my car. The person I spoke with said they would call me back and decided to go home for the day instead of calling me back. On the 20th, my mother and I went up to Mongomery's service department and the person I talked to them called a service technician and she walked outside. When she cam back in, she was still on the phone and said, "Is that own us or him?" I asked to talk to the Service Manager and she said he walked across the street to the taco truck but we could wait in the lounge, After an hour wew again asked to speak to him and he still had not come back from lunch. I again called them today, 10/25/23 and spoke with a service tech and the service manager. They explained that there needs to be more repairs done or they could sell me a vehicle. They have tried a few times to sell me a vehicle when I called to get the status of mine. The service department said they discovered that the headgasket needed to be replaced and I would need to pay for that as well.

  Business response

  11/01/2023

  Customer had a vehicle that had previously been over heating and had to a few other places to have repaired. He called requesting to have a radiator replaced as it was leaking. We got the vehicle in and provided customer with estimate to replace radiator which he agreed to have replaced. We did additional diagnosis and he agreed to those totals. Once finished he did not have the money to pay for the work he approved and let vehicle sit for a few months. Service manager called and got involved to see what we could work out to finished up bill. Customer advised that he could pay $200 a month, we agreed to let him pay bill that way instead of following our abandoned vehicle process. It took almost year to settle up.  When coming to pick up after sitting for so long it was having more issues. Provided customer with additional options which he declined. After receiving BBB complaint service manager reached to customer with options. Was offered internal pricing for repairs, which he declined. Offered a temporary repair that we agreed to take care of at no charge as a goodwill gestor, he agreed to that. Provided is a, signed repair order approving diagnosis time, signed sheet for approval of vent valve and O2 sensor and voicemail***************************************************** of approval for radiator. Total approved amount by customer is $2604.35. we reduced the charges/discounted the bill to $1955.45 to assist the customer. 

  Customer response

  11/02/2023

   
  Complaint: ********
  
  I am rejecting this response because: I have never seen either one of the documents provided and DID NOT sign either of the documents. The ONLY thing I signed was the form when I dropped it off. They made no mention of the fact that I called and stopped by to check on the status and to see why they took out 2 payments in a month overdrawing my account.
  
  Sincerely,
  
  **** ******

  Business response

  11/06/2023

  I spoke with the customer and he  agreed to try the temp fix with the stop leak. We said we we would cover the cost for the stop leak and time to do that process. We consider this matter closed. 

*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. ↩