Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These events occured November 12th to November 30th. 2024. i have emails and screenshots to prove everything i am saying. Big M Chevrolet agreed to sell and deliver to my door a 2007 Tahoe VIN number ***************** listed on ********** for $5,000. I overnighted them a cashiers check for the $5000, which cost me $49.81, and confirmed the had recieved it and they had. The day the vehicle was supposed to be delivered I was asked if I could meet them halfway ( not part of orig agreement), i could only meet 1/3 of the way. I was then told the starter was out of it and it was going to be replaced. Then I was verbaly told by **** the flywheel was out of it days later and that they WOULD NOT be selling the vehicle in this condition. At this point I asked for my money back. I was then offered to put my money towards an F-150 they had (bait and switch) . while they did return my check they did not overnight it, they sent it regular mail. Then to my surprise I find the vehicle relisted on ********** again Nov 26th (screenshots to prove). I believe they discriminated against me based on location of delivery to which they had no set delivery distance The ****** ********** ************ *** recognizes emails as contracts as long as clear terms are set to which this deal meets that. Therefore, I have contemplated contacting an attorney and at the very minimum contacting their AVM and advising how they're doing business as a Chevrolet dealership. Since the vehicle is no longer listed anywhere I am to assume they have sold it so I'm requesting $500, $49.81 for my lost overnight fees which BIG M instructed me to do that that way and $450.19 for my wasted time, my loss of lunch hours, my arrangement and cancellation of drivers two different times and loss of side work cancelled to pick up a vehicle that was, in my opnion, never coming in the first place.

  Customer response

  12/02/2024

  YES GET MY REFUND FOR MY OVERNIGHT FEES

  Business response

  12/12/2024

  *** *****

  The Tahoe had been running great since it was traded and inspected shown to you by our sales person. Upon going to get the unit ready to take to you it wouldn't start the sales person kept trying to start it which damage a fly wheel. We did not want to sell you this unit in that condition so we pulled it and sent to auction. It was no bait and switch as you work for a Chevrolet dealership you know the sales person is just trying to save a sale. The unit would've appeared back online for a short time once we removed the sold tag before it went to the auction. I am not going to refund $49.81 for postage or $450.19 for lost time/side jobs. We did the right thing by not selling you something that needed more work even though that unit was bought sight unseen AS-IS. We chose to do the right thing and back out the deal instead of cashing the check.  

  Customer response

  12/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: While yes I work for a Chevrolet dealer I also know that we do not stop a sale due to damage then relist the vehicle on the internet for sale, this is as shady as it gets. Please refund my overnight fees as you failed to deliver the deal. The refund my overnight fees at the very least will be enough. I will be checking ****** daily to see if the vehicle runs through an auction as you have stated, I hope I find that is has.
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So this truck has been in the shop since I’ve had it the third time it was in the shop not even a year I had it they said it wasn’t under warranty so I had to pay 2700 plus dollars to get it out it is a lemon and under the lemon law no help from the dealership to find me a new truck

  Business response

  12/12/2024

  *** ******

  We spent a lot of money recondition the vehicle before it was sold. I am sorry that there was a new issue five months after you bought it but they are used vehicles things can break. It would not classify under the lemon law. The tech notes were that the fuel pump shorted out causing it to shift funny and fuel gage not to work. Id would be happy to see if you could trade you into something else just reach out to my team. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 Malibu from a *** in Elizabethtown 2/2024 & put $11,000 cash down. In June my check engine light came on so we took it to *** and they told us we had to take it to Big M for service because they don’t do the work at that location. My car was dropped off 6/28. On 7/11 I went to retrieve something and my car was moved through fresh asphalt & broken into. On 7/12 we were told they lost my car key and had to break into my car via locksmith. We opened a case with corporate & the general managers all avoided our advisors emails and calls. We went to check on the car again on 7/14 and the car was again moved and this time my key did not work- meaning my car was reprogrammed. They did not call us either time my car was moved or touched by a locksmith. 7/24 went to speak with the managers per the request of our advisor who received a email from someone saying they wanted to talk about what happened, every lead in that they didn’t know about the car. The manager Justin then told me a tow truck was used for our car. On 7/25 when we did a trade in the car windows were down in the rain. After making a trade in deal and being told on part of the deal didn’t add up we contacted our advisor again who has not be contacted by the dealership. 7/27 I contacted the dealership to speak to the manager and was told he was out for the next 2 days that he would call back. Haven’t received a call to this day, 8/9. I had someone call on our behalf today to retrieve the owners information so we could email them and we were told the General Manager and Owner are on vacation for 13 days. This is the second time we’ve been told this since 7/26, with no calls back from him. They also claim they aren’t affiliated with the *** lot, however, both car purchases we’ve drive to the opposing lot. We now can’t get ahold of anyone to figure it out and the entire situation seems like a scam that needs to be reported. I was scammed out of $11,000 because they ruined my car & deserve it back

  Business response

  08/21/2024

  Sorry for the delayed response I have been out of the country until today. I am not sure where the disconnect is you came in we agreed to trade you out by giving you more than trade in value for the Malibu and selling ours at a discounted price to make you happy since your wife did not want the Malibu anymore. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to big m chevy end of April to purchase a Newer Mazda suv After being told I was approved for this, when I came in was told i wasnt approved and I got a 2014 ford edge instead. Was told this SUV had a auto starter key, phone could connect to the suv, none of the chargers work but one. The auxiliary doesn't work, no way to connect my phone. They lied. I was told it would take only 4 hours to get the detail and inspection done. Over 30 hours later I still had not received the car I paid for. They had me sign papers, RUSHED ME! THEN TOLD ME MY INTEREST RATE WAS 22%. And I had to leave WOTHOUT MY PRODUCT !!! SCAMMERS !!! BEWARE!!!! I have been trying to get all issues resolved for months. The sales person has went under my hood and replaced fuses!!!! Not the service team!!!!! I was told to come out there expecting an appointment with the professionals NOPE! I explained all the problem with the suv and how it needed to be fixed he assured me he would have the team do it. They didn't. It's now end of July. I still cannot drive my SUV!!!! HUBS BEARINGS STRUTS BREAKS FORD CONFRIMED NO INSPECTION could have taken place!!! Waited 30 hours for my suv to be "delivered" to me and when I got it, it smelled horrible (mind u the inspection and detail is why I had to wait) He then told me the warranty would cover what I needed done I told him absolutely not this should have been fixed before it got brought to me!!! I demand they be looked into!!! They are scamming people out of there hard earned money!!! I am on the brink of loosing my job over this!!!! After call for months always getting the run around, or hund on ! I took it to ford! 5000 is what quoted, that warrenty- only cover 1500 even though it's 2000 warranty. So I need this rectified! Stop allowing this business to SCAM people selling lemons and nothing being done! I can send in PDF of contract and recipts if needed

  Business response

  08/05/2024

  Every customer has the opportunity to inspect the vehicle prior to purchase. We did a basic inspection due to it being over 100k miles and passed that. I do not show any communication from you in our system since it was purchased. The lender Credit acceptance has their own warranty and gap protection we do not have control on what's covered but you could contact them about canceling those products if you no longer see the value in them. Then they would take the products off of your loan amount. As far as the Interest rate it is based of credit, job time, residents time, the lender, etc.  

  Customer response

  08/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I have been into contact with the sales rep. U have cameras right? So run them and you'll see your sales rep GET UNDER THE HOOD of my car himself after telling me the shop was fixing my problems. 

  This is not OK. 

  when i was shown the car the auto starter worked. Over 28 hours later WHEN I ACTUALLY RECIEVED MY CAR - I PAID PRIOR MIND YOU- IT DID NOT. car was not detailed there was NO inspection. I waited for what? Then to have the car a month. Undriveable since. 
  Sincerely,
   ******* ****

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Chevrolet Traverse 1LT from Big M Chevrolet in Radcliff, KY, believing it was in excellent condition, as certified by GM's pre-owned program. However, shortly after the purchase, I discovered significant undisclosed structural damage, severely compromising the vehicle's safety and reliability. This issue is particularly concerning given my family's needs, including accommodating a disabled child. Upon noticing the damage, I undertook a comprehensive investigation, including a VIN check and obtaining a Carfax report, which revealed the vehicle had sustained substantial right-side damage in an accident. This critical information was not disclosed to me at the time of sale. When I approached Big M Chevrolet with this issue, the dealership acknowledged the problem but offered two unsatisfactory resolutions. They proposed either repairing the vehicle without guaranteeing its structural integrity or replacing it with another vehicle that is a year older and has nearly 50k miles on it. After pushing for a fair resolution they offered to buy back the vehicle, with the caveat that I might have to compromise on the year or model. It's important to note that they have yet to offer a replacement that matches the year, model, and quality of the vehicle I initially purchased, which is a 2023 Chevrolet Traverse 1LT. I am seeking a resolution that ensures my family's safety and maintains the value of my purchase. I insist on replacing the damaged vehicle with a comparable model that matches the 2023 Chevrolet Traverse 1LT in terms of value, safety, and reliability, without requiring me to compromise on the year or model due to the dealership's failure to disclose significant damage prior to sale. I have carefully documented all interactions with Big M Chevrolet, including photographs of the damage, the auction site file, and the Carfax report that confirmed the vehicle's prior damage, none of which were disclosed at the point of sale.

  Business response

  03/01/2024

  This is completed. The customer was swapped to a different unit. Thank you 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Misleading the price of the auto we bought.  Hiding the sticker on the car in the glove box of car.  Which price of car was almost $15,000 more than it should have been for the type of car we should have got and paid for.  

  Business response

  10/20/2023

  Hello ******* 

  I have reached out by phone to talk to yourself and your wife in person to go over the paperwork. I have spoke to my managers you both were aware of the market adjustment, and dealer add ons that were on that unit. You told us that the other dealer did not have one but their unit wouldn't be here for a while. I would still be happy to sit down with you to review paperwork and talk to my manager with you. The add on sticker is on all units unit it goes to detail then they take off both stickers but only the Maroney sticker can be peeled off and put in the car as most people like to keep that sticker. 

   

  Thank you 

  Customer response

  10/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:  Big M Chevrolet in Radcliff Ky, lied, wanted to over charge the price of the Trax more than sticker price, by $5000,00 which we never seen it til we found it in the  glove box, til we left the lot, next day, which they took advantage of us because of the popularity of it, and had to wait to get  1 we would never have agreed to purchase it, if we knew  the sticker, and for the cheapest model they make, we know what they cost, they called me 1 time to discuss paper work, i was in Louisville , at the time, and couldn't make it there that day, he told me   to call him back when we could meet up, we tried calling him back,  3  times and left him a voice mail,  no response from him, sincerely ****** ********

  Business response

  10/31/2023

  After speaking with the sales manager that helped you this is not true you were aware of the market adjustment. You were looking at an active in Louisville but did not want to wait until December. We showed you an active here but was told it was to much but you did not need the bells and whistles so we dropped down to a cheaper model. I apologize for missing you call I am rarely in my office for phone calls you are welcome to send me an email to Justin@gobigm,com and we can setup a time to sit down with the sales manager an review all the paperwork.  Thank you 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2014 chevy spark purchased Feb 2022. March 2022 transmission went out. Transmission had extended warranty. June 2023 transmission out. Aug 2023 transmission out. It is now October 2023 and still not fixed. Business will not return my calls

  Business response

  10/17/2023

  Miss. ******

  I have spoke to my service manager this is in GM's control at this point we have a transmission on order being covered under a parts warranty special coverage but with the current strike it is causing issues getting some things in a timely manner. We are doing our best to help you. Sorry for the lack of communication. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I purchased a 2019 Kia Optima in October of 2022. I purchased an extended 100,000 mile bumper to bumper warranty with the vehicle. Within 3 weeks of having the vehicle I started experiencing mechanical issues. The oil on the vehicle was over filled and was assumed to be the issue. Having the vehicle initially evaluated was a hassle and customer service representative’s were rude. The vehicle experienced the same issue a few weeks later and a transmission was put in under factory warranty. After this, the vehicle continues to experience the same issues and will randomly loose power upon starting. I contacted the sales associate who sold us the vehicle and he and the supervisor have not found a solution in more than a months time, and the vehicle continued to have mechanical issues. I live an hour away and cannot bring the vehicle in every time it will not accelerate. A thorough diagnostic has not been done or offered.

  Business response

  01/17/2023

   

      I reviewed this case this vehicle has not been in our shop since it was sold. I understand you live an hour away you are welcome to take it to any ASE-certified shop for repair with your warranty I would be happy to pay your first deductible. As for the desired outcome, you are also welcome to come in to try to exchange the vehicle it will just depend on current credit, and bank programs. 

   

  Thank you,

   

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

  General Manager

  Big M Chevrolet 

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

  BigMChevy.com

  
  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was in wreck April 9, 2022 ,was bed ridden for two months .went to big m chevorlet because I thought I could trust my friend working there that was a sales man.I bought a car on July 19 2022. Was told it passed inspection , was an amazing car and was going to last me .I traded my ONLY WORKING vehicle . From DAY TWO after buying this vehicle I was in touch saying something wasn’t right , it made an awful tick , **** **** said to let him “do research” and try to find the best price. Weeks he was silent . Finally after hounding them I got through , they said it was going to cost nearly 500 to fix , and tried to charge me for a thermostat (when it had already been replaced by them and was covered by warranty ) so I paid to have fuel pump fixed . Didn’t change issues , in days it was back to the condition it was before . It stopped gaining speed and refused to switch into second gear . Had to get it towed back to big m chevrolet. Nearly a month later , they finally told diagnosis it and said it was catalytic converter. They again wanted to charge me to replace the fuel pump and thermostat and quoted me for 2700. Then because those were warranty parts , they dropped it to 2100. I asked to speak to service manager who even said “that car has a BUNCH of things wrong “ So I get my car towed back home and find the part online for a fraction and have a mechanic put it on . Not only was the catalytic converter HORRIBLE , the exhausted manifold was cracked clear down the middle , spark plugs rotted , intake gaskets just fell apart in hands , oil filter (which is suppose to be changed every oil change) was warped badly,replaced ALL this only to have motor lock up . I have made several attempt to get ahold of GM and here we are day 27 and nothing from him . I asked to be put in a different car and carry over balance of the one I JUST bought , was told I now need a co signer . Bad business and bad place especially for issue that’s the dealers fault for not inspecting properly

  Business response

  01/13/2023

  I have talked to you and helped out even with this being an AS IS vehicle we have spent over $2,000 in service work. Unfortunately, we can not know when a used car is going to have issues when it was in our shop it checked out fine. We have since done work to try and fix the new issues. We have also tried to trade you out but your credit will not allow it. This was the only vehicle we could make work to get you out of your trade that was not safe to drive we could not resell we had to send it to the auction because it failed the safety inspection. If you would like to try again please reach out and we will do what we can on helping with trade value even with the new known issues. Erik is not with us any longer. 

  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 9, 2022 I placed an order for a 2022 Chevy Malibu. Gave them a $500 deposit. 3 Months later the car finally came in. When I got to the dealership the car had extras that I didn't order and they told me I had to but it that way because I ordered it. Also, the car had transport damage that they stated they would take it to a body shop to get fixed. The car was missing one thing that I really wanted on the car which is the garage door opener. Needless to say they made all of these promises so I thought they would fix it all and I left with the car. The next day they began to go back and forth over this garage door opener. As of today September 9,2022, they will not talk to us. I do not know what to do.

  Business response

  10/14/2022

  On 9/27/22 a sun-visor was installed and programmed to satisfy ***** ***** and the bumper was painted.
  
  
  
  Thank you,
   
  ****** ******* General Manager
  Big M Chevrolet 
  ************ *************

  
  

  Customer response

  10/14/2022

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****  
  

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