Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle in Sept 2024. Beyond the paperwork issue that the dealership could not get correct. They had a price drop and would not honor the price drop because they claim I agreed on the price already. I let that go and went on with my life. Since the day of purchase the car has had consistent problems. I've had to get 4 new tires, the check engine light came on a few weeks after purchase and is intermittently on and off. I have been told by the repair shop several times over the last few months it needs a new thermostat, rotors are on the verge of failure, timing chains are need to be replaced, and its got electrical sensor issues. At this point the repairs are more then the car is worth. None of this was divulged to me during purchase. While I understand its a used car the dealership assured me it was checked and reviewed properly. These are not issues that are easily hidden. I'd like for the dealership to honor their deal of providing me with a vehicle that was issue free per their analysis.

  Business response

  08/22/2024

  Walser apologizes to customer that he is having issues with his vehicle.  We have arranged to inspect the vehicle on 8/29 and put the customer in a loaner vehicle while we diagnose the issues.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a *** 2/21/23 from Walser Polar Chevrolet. A week after purchase, ******************* told me they were sending out my welcome packet with all my account info. A month after having my ***, *** from Walser contacted me & stated **** rejected the deal & to come into the dealership to explore options at the end of the week. Being confused I asked for Ally number to speak with the person he spoke with due to receiving different info. *** replied for me to ****** it & requested I returned the **** I called Ally Auto verification department, who again stated I was approved. I relayed this info to ***. He responded "Ally has rejected funding based on all documents provided." & requested me to return the *** by Friday. I called Ally Auto who stated they have not rejected funding & will contact the dealership. I relayed the info to *** who responded Walser will not verify that information. I tried calling *** with no responds. The next day I asked if he could call me. He stated he will have a manger call me. I called Ally who said Walser contacted them to reject the deal on the *** & did a 3 way call to Walser to clarify the loan was approved. We spoke to a sales rep who stated Walser doesn't reject deals. He transferred us to a Manager named ********************* who also stated Walser doesn't reject deals. After looking into it he said a sale rep spoke to **** Auto whom told him that I was not approved for the loan. The Ally Auto rep confirmed I was approved and asked the manager what rep his team spoke to. The manager stated he will find out & return a call to both parties. The Manager contacted me stating the deal fail through with **** and they no longer want to work with me. I asked if they could find another lender, or do a co signer. The manager rejected all offers & advised I can go through my bank. I called Ally Auto who again stated I am still approved. I am requesting Walser to finish their end of our signed contract as Ally has approved my loan.

  Business response

  03/22/2024

  Unfortunately this credit application failed due to being flagged for possible fraud by the third party credit agencies that crosscheck all loan applications.  Walser has communicated this to the customer, who has indicated a willingness to cooperate with Walser to unwind the transaction.  The down payment will be refunded.

  Customer response

  03/26/2024

   I am rejecting this response because:
  The calls from **** financial are on recordings stating that I am approved for the loan. I have not received any correspondence nor calls from **** Financial of any fraud. As of today 3/26/2024 **** Financial has not rejected my loan for approval.  However,  Walser Polar has defaulted on our agreement, as they are still refusing to fulfill their end of the agreement not only to myself but to **** financial as well. As, **** have reached out to Walser 2-3 times on my behalf. ****** has now communicated to **** that they would like to do a new term agreement with me, without communicating this information to me nor giving me a reason why the dealership trying to change the already approved 2/21/2024 signed contract. A contract cannot be changed without an agreement from both parties meaning the original contractis still valid. I have messages from Walser stated that **** rejected the loan, but 3-way calls and recordings from **** financial, with myself,  and Walser stating they have approved the loan agreement and waiting on Walse Polar. This company is fraudulent, and bad for business. Beware as they are entering into contracts with people that they are not fulfilling their end of signed agreements, and misleading the financial institutions. 
  
  

  Business response

  03/28/2024

  We apologize for the difficulties encountered by the customer to complete their financing.  Clearly Walser has no motivation to reject a customer who has a fully qualified loan with no flags for possible fraud.  Unfortunately, this particular loan was flagged as potentially fraudulent so we could not proceed with the transaction.

  If there is a way for Walser to re-do the loan with this customer without a risk of fraud, the dealership remains at the customer's disposal to try to work something out.

  Customer response

  03/29/2024

   I am rejecting this response because:
  Financing has been secured as the financial institution that approved me communicated this to Walser Polar Chevrolet on our three way call to them. The financial company has never communicated that I was flagged for fraud only that they are waiting for Walser to send them needed documents to finish the process as Walser are still refusing to do so. After speaking to a consumer law lawyer, I have been made aware that Walser are conducting a Yo Yo scame, which includes letting people walk off the with the vehicle after signing a deal, and then later contacting the buyer with a lie that the deal fail through in order to get the buyer to return to the dealership to sign a new contract with extensive higher payments. Leaving you to feel obligated, and if you question anything, they will request the vehicle back. The only thing that can resolve this is for Walser Polar Chevrolet to send the financial company their needed documents.  At this point they are racking up lawsuit charges. Once thoes recorded phone calls from the financial institution are pulled and the contract is reviewed its going to be clear to the judge the scam. The judge is not going to entertain anything else but the issue at hand. Which is, Walser signed a contract agreement that was based off financial approval. I was financial approved as the financial institution has communicated this information to the supervisor ***** at Walser, and now Walser is in default of a contract agreement. Now Walser P

  is refusing to send the financial institution the concluded sign off on their end so they can set my account up for payments. As it now seems as if they are trying to make it seem like I'm in default of my payments.  Fortunately,  the financial institution stated that I won't be in default because they are still waiting on Walser to complete their part. Once again the calls are recorded and they just keep digging a ditch that they won't be able to get out of.

  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my vehicle in to get serviced, once done my ** wasnt working and was told that the ** compressor sustained damage. They also overfilled my oil by 1.5 quarts. These damages they are not willing to fix and actually want me to pay **** dollars to fix, damage they caused. Absolutely not a creditable business and should be reviewed.

  Business response

  06/05/2023

  We are sorry to hear that the customer is having problems with their vehicle.  Our technicians notes from the 4/4/2023 service indicate that the proper amount of oil was added to the vehicle during the routine oil change.
  
  At the next visit on 5/2/2023, Walser Polar Chevrolet worked with ************** to cover the full replacement of four fuel injectors, even though the vehicle was outside of the warranty period for those parts.
  
  On 5/26/2023, customer brought in vehicle for A/C blowing warm.  The A/C compressor line and the charge air cooler appeared to have damage from an impact or possibly from snow/ice buildup.  This type of damage would not have been sustained as a result of service work performed.  It is likely that the A/C was not used since last fall 2022, so any number of different issues could have caused damage to the ************** between fall 2022 and spring 2023 when the customer first noticed the issue as the weather warmed.

  Customer response

  06/05/2023

   I am rejecting this response because:We had taken the vehicle to this dealership multiple times for the same issue for over a year.  They were unable to diagnose it every time.  While they were doing the oil change I asked them to check the vehicle again as it was still having an issue and again they found nothing.  I took the vehicle to another ***** dealership to look over and they are the ones that said the oil was overfilled and corrected the issue and no charge but ask us to take the vehicle back to Walser because overfilling the oil could cause damage.  When we took the vehicle back is when they decided to change the fuel injectors.  Now the prior week temps were over 80 and we were using the ** just fine even drove to **** and back with the **.  It was only after the injector work and when the temps climbed back up again that we noticed the ** not working.  Took the vehicle in and was then told it was damaged and that the cost would be **** dollars.  A search on line show the part cost ****** dollars and 1.5 hours for a competent tech to fix so not only are they trying to charge me to fix what they broke but also trying to over charge me.  I have asked for the dealership manager to contact me for a over a week now with no response

  
  

  Business response

  06/06/2023

  The general manager of Walser Polar Chevrolet spoke with the customer today.  ********************** has agreed to provide complimentary repairs to the vehicle valued at over $1,000.  We are working to schedule the repairs and understand that this approach will satisfy the customer.  We appreciate working with us to find a solution and for continued customer loyalty.

  Customer response

  06/14/2023

   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.  The business Manager called and we had a very good discussion and he covered the cost to repair the damages.  I really appreciate the store Manager and the person who repaired my vehicle this time.  Thank you

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In JulyI went to Walser Polar Chevrolet to sell my 2010 F150. We agreed upon the price of $2,500. The sales representative **** had told me to come back the following Tuesday to pick up my check. When I arrived to get my check I was told there was an issue with the Title and lien release and they were not going to be able to provide the check. When I asked for my truck back I was told by *** that the truck was not on location and I would have to come back to get it. Nobody contacted me. I called Walser a week later and was told there was no updates on the location of my Truck. I then proceeded to explain that this was something that I needed to resolve before I left Minnesota on July 25th to go back to ********** because I am in ***************** ************ and thats where Im stationed. Still no updates on the truck. From ********** I had to contact Walser yet again to locate my truck, this time they had found the truck and it was on location. Then I arranged for my Father (*******************) to pick up the truck. When my father arrived at Walser to pick up my truck they license plates were removed and the Truck was being prepared for sale. Currently Walser Polar Chevrolet does not know where my license plates are and have not proposed a solution to this issue. I am requesting assistance getting Walser Polar Chevrolet to replace my license plates.

  Business response

  08/22/2022

  When ************** went to sell Walser his truck, Walser was initially unable to complete the transaction because the customer did not have the proper lien release paperwork ready.  It took some time to sort out the lien release issue, at which point the truck had been moved to Walser's reconditioning center on the assumption that the purchase from ************** would go through once the lien issue was figured out.  It is Walser's standard process to remove license plates when a vehicle is being sent to its reconditioning center in preparation for sale.

  To unwind the transaction, Walser delivered the truck to ****************** father on 8/10/2022, per ****************** request.  Walser obtained duplicate license plates (at **********************'s cost) and sent them on 8/16/2022 to ****************** dad at 14542 *****************************************************, also per ****************** request.  It often takes five business days for license plates to get delivered, so ****************** father should be receiving them this week.

  Walser apologizes to ************** for the miscommunication and lack of follow-up during the process.  Walser strives for, and almost always achieves, a much higher degree of customer ********************** than ************** encountered.  We thank ************** for his patience and for more importantly for his service to our country.

*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. ↩