Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Copeland Chevrolet sold me a brand new 2024 Chevrolet Colorado that has a defective roof. There has been extensive back and forth over the issue (detailed in the attached document) in which they first attempted to deny the presence of any defect as described in TSB 23-NA-209, had attempted to tell me that the denting in my roof (caused by this defect) would go away on its own, and then are now telling me that the roof on my brand new vehicle needs to be replaced and that they would not replace or buy the vehicle back (leaving me to assume the massive depreciation brought on by the roof replacement). Furthermore they neglected to inform me that I cannot wash the vehicle (basic maintenance) and are not providing a solidified timeline for this proposed work which I cannot even begin to fathom why it is being considered due to the fact that I brought the vehicle in for this issue ~2 weeks after purchase. Copeland Chevrolet took my money and are attempting to leave me with a lemon. As I have stated all along, it is my desire simply to have the truck replaced or repurchased by GM / Copeland Chevrolet as it is unreasonable to suggest that the consumer take responsibility and all liability for a faulty product.

  

  Business response

  11/15/2024

  I spoke with ***** this morning and we are going to talk to Chevrolet about a re-purchase. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday August 21 2024, on or around 12:55 pm, I contacted Copeland Chevrolet regarding a loaner vehicle. I scheduled a service appointment via Copeland Chevrolet's website for Thursday August 22 2024 at 12:40 pm. When I talked to the service representative that answered the phone today, I simply asked if there were any available loaner vehicles that I could use while my truck was getting worked on. I got the response of "I am not sure if we have loaner vehicles, we are pretty busy right now". I asked if she could go check and moments later I got the same response. I then asked to speak with somebody else that had any idea of what was going on. A lady that told me her name was ****, began talking to me. **** told me that my appointment was not in the computer for Thursday the 22nd of August, but instead, it was scheduled for Friday. I then told her that I have an emailed appointment verification stating that my appointment was at 1240 on Thursday the 22nd. **** then put me on hold and returned saying " ohh, yeah, now I remember. I called you and left you a voicemail saying we have no open slots for Thursday and then you scheduled the appointment on Friday". This did not happen an she lied out of her teeth. She then asked me for my phone number and my name, but that makes no sense if she called me already as she stated, she should have all of my information. **** then denied me access to talk to a manager after I requested to do so. My 2023 Chevrolet Silverado 1500 was leased by me at this dealership in November 2023 and has ***** miles on it. The truck is not drivable and needs major repairs due to a factory issue. Less than 1 year old and Copeland Chevrolet is giving me the run around on even scheduling an appointment. I am going to get a lawyer involved and cancel my lease with them if this does not get resolved.

  

  Business response

  08/22/2024

  We have reviewed the phone conversation and appointment history. *********************** actions were unacceptable and she should have not rescheduled your appointment. Our Service Manager, ***********************, has already reached out to resolve this ASAP. Please give him a call directly at ************. We apologize for what happened and will make it right. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck bed cover through the dealership with the purchase of my new vehicle on 2/19/24. I picked up the vehicle completed on 2/23/24 with the cover installed. The cover was poorly installed. They cut the plastic bed rail caps to access the fastening system of the bed cover. Which left me with a hole on each side of the bed rail. As well as the cover popping open when I drove. I complained 2/24 and they responded a week later 3/5 with a date to have the repairs done 3/9. I brought it in and they repaired the bed rails and readjusted the cover. On 3/9 I pulled out of the parking lot at 4:45pm (service left at 3pm) and the cover popped open instantly. I sent the sales representative a message on 3/11 as they are closed on 3/10. On Monday 3/11 I sent photos and had a phone conversation with the sales representative about the cover popping open and now a major leak when it rains in 3 out of the 4 corners. Also I noticed that they had to install new bolts that did not come with the cover in the back due to them stripping the factory screws which could void the factory warranty. I have not heard back from the dealership. I do not believe they are capable of fixing the cover at this point and am very frustrated. When I drive the cover opens so their have been numerous times where my tolls have gotten caught in the rain on the highway and caused damage. Also I had $300 worth of light fixtures in the back for a job and they were also damaged.

  

  Business response

  03/19/2024

  Hello ******,

  We apologize for the issues you have had with your bed cover install. ***********************, our Service Manager, has reached out twice by phone within the last week to get this fixed. The next steps are to come in so we can see what is going on with it and make things right. If that means we have to refund the cover then we will, but we would like to look at it again before we get to that point.

  What day and time can you come in for us to help? Also, ***************, our General Sales Manager, is going to reach out today as well.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I found a car advertised online for one price stating that it was a price drop... not a deal with money off if you had done business with them before. The advertisement stated it was a "price drop"!!! When I called about it they told me to come in, and I stated not if I could not get the car for the advertised price, they were trying a bait and switch. Then a manager called me and stated that it was not what was stated but as you can see on the whole advertisement that is not what was stated. I think they should have to sell me the car for the listed price!!!

  

  Business response

  12/19/2023

  We explained today to the customer that they need to click "VIEW ALL SELLER'S NOTES", which is where Cars.com publishes their rebate disclaimers. See the attached screenshot, which shows that if you like View All Sellers Notes it explained the applicable rebates. Such rebates are shown here and Cars.com publishes the note in the middle of the page that not all customer's qualify.  However, the customer did not choose to read the ad disclaimers and sellers notes. No bait and switch ever occurred because when we were contacted, we explained the pricing over the phone. Bait and switch are when a customer is brought into the dealership by false verbal promises, which we never made.

  Also, if the customer clicked the more details link to our web site they can see everything is clearly displayed and the car is advertised correctly.

  ************************************************************************************************************-**/**********

  Copeland Chevrolet does not have control over the display of inventory on 3rd Party Listing Web Sites.

  We regret this caused confusion for the customer and apologize, but we were honest and upfront on the phone about the disclaimers, rebates, and pricing. 

  I have reached out to Cars.com to see if this can be displayed more prominently. However, a customer ignoring the notes and disclaimers is not a bait and switch. 

   

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled service online with Copeland ***** **************. February 2023 for my 2016 ***** Traverse. Complaint fluctuating battery gauge and noise. Scheduled an appointment. Showed up for my appointment. ******** explained my complaint to sale person. Ask if need new battery. Was told yes. Told them what battery I would like to purchased. No one told me anything about the alternator. I would think with my original complaint that would be the first thing to check. It was not . Several months later still same problem with battery gauge and noise more pronounced. Different ***** service dealer says alternator is total gone. Spoke with *********************** (********'s service manager) on 5/22/23 12pm, but to no avail. I would like for Copeland to take responsibility for their failure to properly diagnose the problem in February. Have my alternator and anything else that has failed because of their missed diagnose fixed for free along with parts and labor.

  

  Business response

  05/23/2023

  Customer came in to ********************** on 2/9/2023 stating she was having a battery issue. A electronic battery test with our GM Advanced Battery Diagnostics system determined the battery was failed. We replaced the battery with customer authorization and the customer picked-up their vehicle the same day. There was no indication in February that there was anything wrong with the customer's alternator. Also, a vehicle with a failed alternator would not continue to operate for 103 days following the replacement of the battery. When an alternator fails the battery will not sustain the vehicle for more than a few hours. We would not recommend a alternator replacement when everything indicated the vehicle was fine. The scans of the vehicle indicated low voltage,which was due to the battery failing. Once we replace the battery the issues resolved. Copeland Chevrolet has nothing to do with the customer's alternator and they have not returned to ** since 2/9/23.

  Customer response

  05/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You ***** provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  The issue was not resolved when I left with my car back in February 2023. The problem was more pronounced. I did let the sale person know about gauge fluctuating and I also stated the problem online. When it's a problem like the one I  describe( gauge fluctuating) isn't it  reasonable to cover all ends as to why gauge/ battery is failing?
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  06/03/2023

  We do not make unneeded repairs to vehicles and operate at the highest level of integrity. At the time of your visit your alternator was not having any issues and only your battery was failed. Our systems and technicians cannot predict the future or predict future component failures. There is nothing Copeland Chevrolet did wrong other than make the needed repairs at the time to your vehicles.

  Customer response

  06/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  I have talked to several repair persons. If you did diagnostic test it would have shown something. With the concerns I indicated on original process. Alternator would have been the first thing to check. Thank you
  
  FAQ
  
  Regards,

  *******

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩