Complaints

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 6/25/23, we dropped off our pristine 2016 Cherolet Camaro SS for an appt on the 26th for a transmission shudder issue. Our car sat on their lot until Sunday 8/6/23 when the building was broken into in the early morning hours and two cars were stolen. One of those being ours. When they arrived to open for business on Monday morning 8/7/23, they new that they had been broken into and cars were missing. They never contacted us to let us know that our car was stolen. On Thursday 8/10/23, at 2:00am, we received a call from detective ********* ****** with the Blount County Sheriff's Office stating that they found our car in a parking garage in Maryville TN. Imagine our surprise given the fact that still no one from Volunteer Chevrolet had called us to tell us it had been stolen. We called the dealership for answers. The general manager nor the service manager would talk to us and will not return our calls. Luckily, there is no permanent damage to the vehicle that we know of at this point but since it has still not been repaired, we can't drive it to see if there is any mechanical issues. There was some scuff marks in the paint that I was able to polish out. We have an appointment at a different dealership to get the transmission shudder problem fixed. We have asked Volunteer Chevrolet to reimburse us the towing and impound fees. We feel that since our car was in their possession, that it would only be fair that they at least pay those charges. The fact that our car had been stolen and they never informed us is to me incomprehensible and the way we have been treated by them is the absolute worst I could ever imagine. We are asking to be refunded the amount of $287.80 that we had to pay Butler's Wrecker Service to get our car back.

  

  Business response

  09/28/2023

  THE DEALERSHIP WAS BROKEN INTO.  WE ALERTED THE POLICE.  THEY BEGAN THEIR INVESTIGATION. OVER THE COURSE OF THE NEXT FEW DAYS THEY TRACKED DOWN THE THIEVES. THEY CONFESSED TO STEALING A CAMARO FROM VOLUNTEER CHEVROLET.  ONLY AT THAT TIME WERE WE AWARE OF WHICH IF ANY VEHICLES HAD BEEN TAKEN.  WE IMMEDIATELY WERE IN CONTACT WITH THE CUSTOMER. POLICE COULD ONLY RELEASE THE VEHICLE TO THE OWNER.  OWNER OF THE VECHICLE WAS ANGRY IT WAS STOLEN, IT WAS OUT OF OUR CONTROL THAT A THIEF OR THIEVES FORCEABLY BROKE INTO OUR FACILITY AND STOLE A VEHICLE. SEVIERVILLE PD AND BLOUNT COUNTY PD ADVISED TO LET CUSTOMER TALK TO THEM DIRECTLY.  WE FOLLOWED THEIR DIRECTION.

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    The dealership representative is not telling the truth as they have not to us, the police or the detective. First off, they never at any time contacted us about the car being stolen. They new it was taken when they opened for business on Monday morning Aug 7th. We know this because their service manager, ******, told ***** when we called Thursday morning, Aug 10th (which is the morning we found out that it had been stolen by a phone call at 2 am by a Maryville detective informing us that they found our stolen car) that the fob, the parts, and the work order was on the mechanics work bench for him to bring it in first thing Monday morning to complete the repairs. The mechanic found that the fob and car was gone. Since this conversation, still not one person has returned any of our calls. You can contact Sevierville detective **** ******* and I'm sure he'll be more than happy to explain their dishonesty and reluctance to cooperate with him as well. I understand that the dealership can not protect their business from a break in but our car was in their possession and is their responsibility to do their best to protect it. At this type of dealership, all keys and fobs should be kept in a secured area and it is negligent on their part that this is not a practice of theirs. I wonder too, if the owner, **** ****** is aware of this incident and if he knows that this is how his management team treats their customers. Total lack of respect, accountability and integrity.
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Volunteer Chevrolet replaced the transmission in my truck and it stopped working. It was under warranty so it was taken back to Volunteer Chevrolet. They have had it for 4 months. I have paid my truck payment for 4 months without being able to drive my truck. It is fixed and they are now holding it hostage until they are paid by Chevrolet for the warranty work. That is NOT my problem. I need my truck back! No loner car from the company or any assistance. Never take your vehicle or buy one from them!

  

  Business response

  04/10/2023

  The vehicle in question was actually brought in from Right Price Auto.   Right price bought a transmission for this vehicle from another Chevrolet dealer, and installed it at Right Price Auto.  Right price had it towed to us, with no appointment, when the transmission they installed began to give issue.  Currently we do have longer than normal waits for transmission repairs and service due to business volume and parts constraints.  Once we were able to work it into our schedule, we were able to diagnose issues and order a replacement transmission from General Motors. After receiving the replacement transmission, we got it back into the shop to install transmission and program as per GM spec.  The job has been submitted to GM for payment.  The transmission core has been sent back to GM for inspection.  Since the transmission was not bought here, nor was the initial work preformed here, we are awaiting payment from GM for vehicle to be released.  This is standard operating procedure any time we did not do the original repair.  As soon as payment is secured from GM, we are happy to release it to Right Price Auto.  

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: I understand it takes time to get the parts and people are short staffed but there has been poor communication on what is going on. It has been 4 months. Right Price auto has communicated with us, but volunteer Chevrolet has not communicated with Right Price. The reason we bought the new Chevy transmission was because of the warranty. Is their employee who changed the transmission not Chevy/GM certified to where his work would be covered on the warranty?  Once again it is not our fault that Chevy/Volunteer did not do their paperwork in a timely manner, so once the transmission was changed they would not have to wait on the claim to be paid by Chevrolet and we would have our truck back by now. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have paid Volunteer Chevrolet repair department 2,451.35 for repairs and parts.433.36 for an EMC prepaid by me ordered thru their parts department.total amount paid 2,884.71 for a car repair and the car has not been repaired.My car was towed to their repair shop on September 29,2022 to have an EMC installed and programmed after installing it they were unable to get the car running after several additional repairs and parts on Oct.18,2022 an attempt to pick up the car was made after being told by the repair shop per phone call from ***** ***** my car was repaired and ready for pickup.upon being picked up the car would start and when coming to a complete stop it would shut off,it did it continuously the was car was unable to leave the dealership parking lot which it remains to present.later Was told it need a transmission which was replaced 3 years ago therefore I did not agree with that repair.the car was at two other repair shops prior with no mention of need of a transmission but the car needed and EMC and best to take it to a dealership where it can be installed and properly programmed,I had it taken to volunteer Chevrolet.I was told by ***** ***** I can pick up the car at anytime,meaning as is.I have paid for a service that I never received.a copy of repair and parts has been included.

  

  Business response

  01/10/2023

  Business Response /* (1000, 5, 2022/12/07) */ Customer had vehicle towed to us from other repair facility for us to install an ecm which customer purchased from out parts department prior to our service dept looking at vehicle. We were told in install and program ecm, not to diagnose problem. We installed ecm and programmed as requested. This did not fix vehicle. Vehicle was brought to us with air intake and mass air flow sensor not installed to veicle, evidence someone else had been working on car. Found faaulty oxygen sensors causing irregular fuel/air mixture. replaced oxygen sensor fuel soaked spark plugs (due to faulty oxygen sensors and excessive cranking attempts) and faulty oil pressure switch( reading no oil pressure when attempting to crank engine). After replacing these componants engine starts and runs. During test drive found torque converter slips speeds way out of mfg specs causing engine to stall at slow speeds or coming to a stop. Trans torque converter is staying locked and not allowing engine to idle while in gear. This is why engine is dying. Customer does not believe there is an issue with transmission. At this point customer was advised to pick up the vehicle. Again customer towed vehicle to us to perform ecm repair that we did not diagnose and now does not believe us when we say there is an issue with transmission. Consumer Response /* (3000, 7, 2022/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) My car was towed to the dealership on September 29,2022.The reason has already been stated.I was called on oct 17,2022 9:14 Am and told by the repair Department my car has been repaired it was starting and running and I can pick it up.oct 18,2022 upon picking the car up from the dealership ,the car was not able to leave the dealership parking lot,due to inability to stay running.The repair department on oct 18 said they did not know what the problem was.several days later I was told it need a transmission.I would like to know why was I called and told the car was repaired when it wasn't repaired and why the repair department did not know it needed a transmission from sept 29 to after oct 18th after the car was unable to leave the parking lot, you advertise that you specialize in repairing this car.also was it really test driven before releasing the car as repaired because the information given in the dealership response was discovered by the person who came to pick up my car and gave the keys back to the dealership for additional repairs after then is when I was told it needed a transmission.the transmission in the car is only 3 yrs old. I agreed to all repairs and parts the dealership said it needed to get the car running.the car had not been worked on or any unfinished repairs prior to bringing it to your dealership . Yes I'm hesitant to agree with such a repair as the transmission.when the department didn't know the car wasn't drivable before releasing it as repaired.again I say all I wanted was my car repaired.your dealership has received money for a service not provided.I should receive some type of refund.

*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. ↩