Complaints

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Platinum Plus Extended Warranty for my 2017 ***** truck. My transmission went out and the dealership refused to honor the warranty of which I paid $2500. During the purchase I was advised by the seller to purchase this and that when the Certified Warranty was over, this would cover my truck powertrain.

  

  Business response

  02/02/2024

  Good Afternoon, In response to the issue filed by ************** i am familiar with the situation.  That purchase/transaction was actually made under the previoius owner before **** Brothers. We at **** Brothers did not deny the repair, however the warranty company did because of the term/milage expiration parameters. ************** states that the terms were not explained the same way they are written on the warranty, however there is no way for us to verify this due not only to change in ownership but also the length of time and the employee no longer being with the new company.  The vehicle was at  another repair facility in *********** when this was brought to our attention. Although we have no interest in the warranty that was sold nor are we in direct affiliation with the warranty company iteslf, nor was it in fact sold by this dealership we did make every attempt to help in any way possible. In effort to help, we were able to contact the regional manager for the warranty company and get documents and estimates to him that were provided by the repair facility in ***********. It is our understanding that the warranty company and the previous owner, whom the warranty was sold under, were unable to get a claim approved. Unfortunatley any complaints or issues should  be directed to the warranty company or, if possible, the previous owner of the dealership.  Could we have done more, we would have. 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They lied on the entire contract. Stated a inspection was done on the 20th of September but no findings.

  

  Business response

  12/04/2023

  Ms ********* purchased a 2016 Acura MDX on 10/04/23, at the time of purchase, this vehicle is almost 8 years old and 24,959 miles over the acura powertrain warranty.   Although we do an inspection on the vehicles when they arrive at the lot, we can not predict what may or may not break on a vehicle of this age and mileage.     We do provide a Buyers Guide on every preowned vehicle we sale and have the customer sign one as well for the deal jacket stating that there is no factory warranty left.   It does appear that Ms ********* has a 3000 mile warranty that Kirk Chevrolet gives all customers who purchase used vehicle for their protection.   So the repairs to Ms ********** 2016 Acura would be covered with only a $100.00 deductable.   

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service light issue with a year. This is the second vehicle purchased from this dealer and I’ve had the same issue with replacement vehicle given. This time I’m paying twice as much for this vehicle than the first; rather the vehicle is within my mothers name which she was not on the original contract for the payments to even increase. The vehicle sometimes shuts down on me in traffic. I am currently expecting and have a health condition that requires me to be at all appointments. This has been the worst experience I’ve had with this dealership. I’ve mention this in my complaint to the BBB back in July 2022; regarding my 2022 Chevy Trax. This time the vehicle is a 2018 GMC Terrain. It’ll the service engine light comes on for a few days and goes off. There are several issues with this vehicle. I think the contract should be reviewed because my mother was never on the lease for my Chevy Trax and I’m being charged $798 a month for the GMC. I want a replacement vehicle I’ve spoken with GMC who confirmed there are no recalls on the vehicle. The codes that are coming on from GMC are P3055, P3056 same issue with my Trax. I just feel the cars being sold there isn’t any good and the GM there or who was there was misusing information to sell a vehicle. Contracts needs to be reviewed. This isn’t right to myself and other customers that has been given a vehicle and have issues under a year of having the vehicle. I was also told the power train, emission control system, etc. is going out on the vehicle. With paying $798 which (I don’t believe is a accurate contract) and having to have the vehicle fixed on my own. As stated before I want a replacement with lower monthly payments being this is the second vehicle I’ve purchased from the dealership less than a year of having the vehicle and something is wrong with it.

  

  Business response

  05/29/2023

  We are very sorry to hear that you are having an issue with your vehicle.  This vehicle was purchased from 
  Atwood Chevrolet, and we are now Kirk Brothers Chevrolet, as of 3-20-2023.   
  However, checking back through some of Atwood Chevrolet's records, I see that Ms. ******** purchased an extended service contract good for 36 months or 36000 miles with only a $250 deductible.    Ms. ******** vehicle should still be under warranty unless she has put over 36000 miles in less than a year.   Also, while checking, the only time this vehicle has been in this service department was September 2022 for a free oil change, at no other time has this vehicle been here for maintenance or service.    I checked the VIN and it has not been serviced at any other GM location as of this date.     I have attached a copy of the service contract and GM Global records.      
  Ms. ******** also has a power train warranty that is good though 4/25/2023 or 60003 miles.   All of this information shows on the GM Global VIN records.    

  Customer response

  05/30/2023

   

   Complaint: ********

  I am rejecting this response because: ******* ******** was never at the dealership to sign a contract. I have contacted the dealership several times to bring it in to get looked at. No one ever calls me back regarding the service needed. Now the vehicle is over the mileage for the power train warranty. 

  Regards,

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

  

  Business response

  05/30/2023

  Again, We are not Atwood Chevrolet, we are a totally different company.   I am just trying to assist you with some type of resolution.    

  All supporting documents have been reviewed and in the paperwork including drivers license for you and ******* ********, also copies of income information on both parties.   

  I would defiantly recommend, when you have an issue with your vehicle, take it immediately to a dealership service department,   

  Are you stating that you have put over 36000 miles on this vehicle in less than a year?   Your mileage would have to be over 82115 for your warranty to longer be active.   We will gladly do all we can to assist you, however, we cannot replace your vehicle.   

   

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I financed my 2020 Chevy Trax from Atwood Chevrolet in Vicksburg MS on 12/7/20. When I first got the vehicle it had 12 miles on the vehicle and purchased new. The service engine light came on within the vehicle on 4/28. I completed a chat with Chevrolet to verify if my vehicle was still under warranty. On 04/29 I contacted the dealership to advise of the service engine light indicator was on. I spoke with ******. ****** advised me to bring the vehicle in for a Evaluation on 5/11. I was told there was ab issue with the Emission System. I was advised the vehicle was covered under my extended warranty from J&D warranty under 60,000 miles. I brought the vehicle in at at 58645 on that same day. On 5/16. I received a call from ***** in the service department that advised me of the issue with the vehicle. I have been in contact with the dealership almost everyday of the week to retrieve a ETA on as to when the parts would be in. I returned to pick up the vehicle because I have to get back and forth to work and medical appointments. I have a stage 4 lung condition that I have to continue with my appointments. I have missed several appointments because the vehicle is inoperable. I pumped gas on 6/8, and the vehicle shut down and would not crank back up. I had the vehicle towed back to my home. I was told by the dealer to reach out to GM/Chevrolet to get assistance with a loaner vehicle from the dealer or a rental until my car parts are in. I was contacted on 6/29 and was told by ******** that the dealer did not have a loaner and if I got a rental I would have to pay out of pocket for the rental. I received a phone call from the financial dept about a payment was past due I informed the financial dept of the situation twice but they are still expecting payments when the vehicle is no longer running. The car is still considered new and under 100,000 the car shouldn't have broken down this soon. Case # with *** ************* Service # with Atwood ***. No ETA on parts.

  

  Business response

  07/05/2022

  We certainly understand the frustration with waiting on parts, it is a nationwide problem and unfortunately completely out of our hands.    As soon as the parts come in, it will be fixed immediately.  

  Customer response

  07/13/2022

  Better Business Bureau:

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

  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. ↩