Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took vehicle to shop (gunn Chevrolet selma *** in November for an oil change(paid), transmission issues, and to complain about headlights that were deteriorating. The headlight issue stemmed from prior service.December I call and ask about vehicle. They stated battery was dead and vehicle has not been serviced. Told dealership to replace battery (paid). Car still at dealership waiting for transmission issue.January contacted dealership to see if car had been serviced.. Car now needs a wiring harness for transmission issue. (Paid)Upon picking up vehicle, damage was done to rear carpet, battery secure bracket, battery cover, the front bumper had a severe cuts, and headlights in worse condition, ******* rep was ****, upon complaint Manager ******* stated all would be handled and was given a new Rep ********************** **** provided his personal cell for better service. I contact **** in April he states they cannot find a bumper for my car and they are backorder. He states send him my payment history of vehicle while in shop and monthly insurance amount for vehicle so he could refund Due to their( gunn Chevrolet)negligence. May: ******* rep calls and ask do i have my key,(they lost my key) I have been without my car 5 months for damge they created. As of date I cannot get through to my Rep and **** sends me to his phone he never answers. I have paid them for all services completed on vehicle I requested in January. From Jan until today my car has been at gunn Chevrolet due to damage they did to my 2016 corvette.

  Business response

  05/21/2024

  Vehicle was involved in an accident and dropped off at **** *********, unfortunately I will not be able to speak on their behalf, Gunn Chevrolet has completed the transmission repair, battery repair, wiring harness replaced and replace torn carpet in rear cargo area above battery. **** ********* has replaced the front bumper, as for the headlights, insurance turned down the replacement. Headlights are in poor condition due to age, not damage. This will continue to worsen over time, until they are replaced. The ********* center was also able to locate the keys.

  All repairs have been completed, unfortunately due to back-order parts delays, vehicle service times have increased over the last several years. We are sorry for this inconvenience but have no control, for this we are not responsible for car payments and insurance reimbursement. Customer was told of these delays in the beginning.

  Kindest Regards,

  Gunn Chevrolet

  Customer response

  05/21/2024

  Complaint: 21737879
  
  I am rejecting this response because:
  I was told by service Rep that he would reopen claim about headlights  with the insurance company because they failed to identify the problem and stated the manager of collision was fired. **** stated he would get with new service manager ***** and have him contact USAA because due to damage of front end those should had been replaced when other parts were changed. Due to the cracked lights they have deteriorated however if inspection was thorough they would had noticed the cracks. There are plenty case notes, due to the issue from conception.

  As for reimbursement for funds that was again ********************************** Had me send him a history of payments since car was in shop for so long for a reimbursement in addition to sending him my insurance on May 10th which was a phone call initiated by him and information  he asked for was sent.

  The car is in the shop not based on any damage created by me. It was damage created by **** employees while they were performing services that i have paid for. The inconvenience of not having my car due to logistical issues of your company are not due to anything but neglegence of professional work. 

  my Bumper was damage while installing the harness which has been paid in cash. From date of your employee damaging my vehicle i have paid for a car i cannot use due to negligence of Gunn Chevrolet. 

  this vehicle was not brought in damaged, and the headlights from being parked outside has deteriorated worse while car has not been in my possession. My vehicle has been damaged by Gunn Chevrolet in which the time i cannot enjoy vehicle but must still be responsible for payment and insurance as Gunn Chevrolet takes time to fix something they broke.

  it was Gunn Chevrolet representative who has my legal documents on his phone for reimbursement he initiated due to time of repair to vehicle. As of date I still do not have my car, and every service I've been charged has been paid. After receiving payment for services, **** has taken their time to fix car .. and everyday not in driveway cost me money due to **** employees negligence and professionalism by damaging my car

  while in service for oil change, battery, wiring harness all paid in full. GUNN Chevrolet damaged my Bumper in which I have waited months to get my car back 

  Regards,
  
  *************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had service done at this location Gunn Chevrolet Selma *** on 08/29/2023 I had my 2016 ********************** to get the spark plugs change and replace them with new ones.After leaving the facility over the course of months I start to hear some rattling noise from under the hood. its started to effect the engine performance, it reduce power to the engine. Then I check to see where the noise was coming from and if there was any leaks causing the noise. It is when I discover and found a long black metal hose was loose and not fitted back in its place this hoses come from underneath the cover were the spark plugs are located. I had no other service done after having my truck was work at ******************* and I know for fact this could only be point to ****, this metal hose does not come off itself it has to be move to change the spark plugs., I have included picture in a file what I found to the complaint to the dealership. So this is probably done at this location and no other place but ****.After my discovery, I called Gunn Chevrolet ***********. I explained to a female worker what I found I was not happy of the quality of work done to my truck, I was late told there is a long wait time to see my truck, i explained that I drove my truck this way for a long time, since it was already service I should not have wait, and it should be look at now and not later beside I live 30 miles away beside this is the only truck I have and need it I can not leave it all day or when ever they decide to look into something that needs immediate attention after paying for being service. I this point all I am asking is a complete refund of my money back.I can not afford to pay someone that doesn't do they job right and risk off further ruining my truck

  Business response

  04/25/2024

  Spoke with ********************** on 4/25/2024 at 2:25pm. Was advised by ********************** to give him a call on Tuesday 4/30/2024 so we can set up a time for him to come in so the problem can be resolved.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2010 Chevrolet Tahoe had an airbag recall. Took to **** Chevrolet to service recal. My vehicle had no other offers when dropped off for service. I had to leave vehicle there and pick up later. Later in afternoon called **** Chevrolet to find out if service was complete because no one had called. Took a while find out because the phone number listed was wrong. Corrected that information and told them be back to get my.Advised the vehicle was ready. Got a ride back to pick up vehicle at **** Chevrolet Service Center.When I went to pick my Tahoe was brought up to the service entrance by Tech, he left it ideling. I got into my vehicle and turned the steering wheel while still in park. The steering wheel was vibrating and made a loud whining noise.It was not like that when I dropped off the vehicle. I went back inside to talk to the service manager. My vehicle didn't do that prior to dropping it off. The manager came out to inspect the Tahoe and said he would drive it around to see what complaint was.Manager drove it back to the garage area. The person that I dropped vehicle off to was not there and would return the next day. The **** service tech that moved the vehicle before service confirmed that the vibration was not there before it was serviced.Manager said they would try to figure out what may have happened and get back to me next day. There was also a radiator recall but they didn't have parts so they didn't get under the hood. As far as he knew they just fixed the airbag in the dash. Next day made contact auth **** Chevrolet stated this was not an issue they caused and would not discount any repairs needed to correct steering issue. They think it's the power steering pump. Will confirm if they fix it there and I woke be charged, otherwise my vehicle is ready to be picked up. I have lost 3 days of work due to this simple recall fix.This shop did something causing my vehicle to have a serious issue and they are denying any responsibility.

  Business response

  07/24/2023

  We have come to an agreement on the repair. The current failure has never been worked on by **** Chevrolet, however we would like to help out as much as possible.

  Kindest Regards,

  **** Chevrolet

  Customer response

  07/24/2023

  Complaint: 20349151

  
  

  I am rejecting this response because:

  
  

  Went to **** Chevrolet on Wednesday, spoke to ***** a manager because **** wouldn't be back until Monday. After speaking with ***** said she would look into it. Unable to drive vehicle the way it is, had to leave vehicle for now to get looked at, so don't know what's wrong with it.

  
  

  About 30 to 45 minutes later the same day, I returned a second time on Wednesday to **** Chevrolet to get some property needed from inside the vehicle. I went back to service department because I had to get access to the vehicle on parked in secure location on the lot. After I got my property, I was approached by **** from **** Chevrolet. **** informed me **** service would repair my Tahoe for cost of part and should be ready by Friday.

  
  

  I didn't think it is fair because my car was fine when I dropped it off. When spoke to **** Chevrolet on Tuesday, he stated that I'd have pay total cost of repair, over $600. This was a better, deal. And I agreed to it because I need this vehicle repaired to get back to work. 

  
  

  Thursday, called **** to see if vehicle was ready. Per **** Chevrolet, the vehicle is not ready yet should be ready on Friday.

  
  

  Friday, called **** to see if vehicle was ready. ************ Chevrolet advised should be ready by tomorrow Saturday.

  
  

  Contacted business an Saturday, 7/22/23. Advised the part they were waiting on had arrived and vehicle will be ready on Monday.

  
  

  I called Monday 7/24/23 after 3 separate calls to **** Chevrolet to get status of the vehicle we still have no information. Informed someone will call back as of 01:25 pm. 

  
  

  Facility was informed each day is there is a day of work lost. So far it's been a week. Original service paperwork attached. 

  
  

  **** Chevrolet is now giving us the around and this is unacceptable. 

  
  

  
  

  Regards,

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

  Business response

  07/24/2023

  After reviewing the documents provided its clear we never touch the power steering unit, however we did agree to take care of all labor cost for this untimely expense. The total cost for the part will be $285 and this includes all fees, again we will be taking care of all labor costs.

  Kindest Regards,

  **** Chevrolet

  Customer response

  07/25/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These guys should not be trusted to work on vehicles. If they cant tell the difference between a bad starter from a bad idler pulley then who knows what else theyre messing up. I dont know if theyre trying to scam people or truly incompetent either way they need to be investigated. This doesnt even include their attempt at price gouging, but that is to be expected.

  Business response

  07/10/2023

  After looking at the original service ticket, we see that ************** is hearing multiple noises during startup and while accelerating. 

  We would like to have the vehicle brought in so we can have our Service Director take a look at the issues. If we find that the vehicle was missed diagnosed, we will gladly refund the diagnostic charge.

  Please respond to this update on when you would like to bring the vehicle by.

  Kindest Regards,

  **** Chevrolet

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son took our vehicle in purchase a new key for our 2017 Chevrolet Silverado. The service advisor informed my son is was about $150 for the key and around $70 for programming. He did advise my son they did not have key required and it was a special order. Within a few hours the service advisor called back and told my son they had the key and to return the next day around 2pm. My son went back the next day at around 2:53 pm. After almost 3 hrs into waiting they advised my son it would be 30 minutes. Then came back and so another 30 minutes. They then told my son they have to have a special technician make the key, all the while, me, his mother has called to ask why they never told him that it was a 4 hr job. I arrived to the dealership and they wanted to tell me every excuse about why they are taking long, never acknowledging the lack of communication to tell my son what was taking so long and or maybe find a ride home because the machine broke. Then we leave to eat dinner, and I get a phone call to pay, at which then Im told its $117 more than they told my son the prior day. Informing me that it was a key added as well. Again, communication, the common problem with this entire situation. All the while, no apology for the inconvenience but an offer for a free oil change, when we do not use the services of the business and after today never will. So my son waiting over 3 hrs, and the non receipt of estimate for everything, an apology and maybe a small discount on the service for the inconvenience without us having to ask would have been amazing. When we asked about a discount for all the inconvenience, the advisor says oh its already charged I cant do anything now, even though he didnt confirm the charge and ask if it was okay to proceed with the payment. To me this is not an authorized transaction. I feel that my son was taken advantage of because of his age and lack of knowledge of the process.

  Business response

  06/27/2023

  We have reached out directly to the customer and resolved the issue.

   

  Thanks,

  **** Chevrolet

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has a 3 months/3000mileages dealers' warranty. The salesman promise to repair the screen crack of my car when I pick the car up. Firstly, he said he would order the part and repair it at **** shop. Then he told me he cannot order it, and he will give me a check so I can repair it by myself. But I have not received my check after three weeks. Now, I have call him hundred times during the past two weeks, he did not reply any of them, and refuse to deal this issue.And I want to report the leaking of back window by call him, he did not answer the phone neither.

  Business response

  10/25/2022

  We have ordered the replacement part and will be installing it once it comes in. ************** to contact ************************* at **** Chevrolet to set up an appointment to have it installed. 

  Customer response

  10/31/2022

  Complaint: 18306970
  
  I am rejecting this response because:

  Last time, the salesman told me the same words about promise to repair the screen frame, but I have not get any reply for weeks. For now, they have not show me any evidence about ordering the part for me. Plus, they did not reply me about the sealing strip of the back-window.
  
  Regards,
  
  ***************

  Business response

  11/01/2022

  The part has arrived and is ready for install. Someone from management will be reaching out to set up a install time that works for Mr. ***********

• Initial Complaint

  10/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July of 2022, I purchased a car from this business. The agreement of the contract was to have the windows tinted a bit darker and have our license plate not mailed to us, but to the business that way we are able to drive up there and kill two birds with one stone. However, on the week on when our paper license plates were about to expire we can ******************* a call to ask where our license plates were and when we could schedule tinting the windows. Our salesman ****, assured us he'd give us a call when the license plates were in and would talk to their team about scheduling an appointment for the window tint. We reach mid September with no call so we decide to call back and we were transferred to another sales person who looked up our file and told us that the paperwork for our license plates had not been filed and that we would have to speak to the title person about that issue, but she was out of office, so she transfers the call to our sales person **** and she doesn't pick up. Another week passes, mind you our paper license plates had already expired on August 28th, we call again asking to speak to the manager and we tell him our issue he also tells us to speak to the title person but she is conveniently out of office for a week. Every time we call them, they tell us to speak to a different person and they are out of office or simply don't pick up. We are in October with no news of our license plates or window tint and our license plates have been expired since August 28th. If we get pulled over and get written a ticket, who will pay for that ticket because we have exhausted our efforts of reaching out to the business about this issue and it has not been resolved.

  Business response

  10/19/2022

  Customers plates and registration sticker have been processed through San ******** County. The ******** Office at ********************************************************** have the plates, sticker and have been trying to reach ************************* since Aug 10th. San ******** County notified ** today they hold the plates and do not mail to the dealer. I called ****************** to discuss his plates and was told he was at work and to call him later, we will try to call him again to relay this information. Sorry for any misunderstanding on our end, if we registered it here the plates would have come to the dealer to mail out.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had been wanting to purchase a used 2014 Range Rover Evoque from **** Chevrolet. I already was pre-qualified on the dealers website prior to visiting the dealership in person on 3/17/2022. I showed up to the dealership and I was never greeted by anyone, I waited for 15 minutes before going to the front desk and asking the receptionist for a salesperson. She stated that she would send someone out right away. I waited for a salesman for ********************************************************************** to test drive. The salesman *****************************, didnt tell me anything about the vehicle nor did he seem like my business was important to him. He took my license and information and my keys for my vehicle trade in and disappeared. Shortly after, another man took pictures and drove my vehicle for an appraisal. I waited alone for the salesman to come back for 45 minutes. I never got to test drive the vehicle I wanted to purchase. The salesman finally came back to give me the appraisal for my trade in and told me that my credit application would be processed first thing the very next morning. I NEVER got a phone call. I have emailed and called several times since my visit in person, with either the receptionist laughing at me when I called to speak to the salesman, which I never could get a hold of, my numerous unanswered emails (besides the system generated ones), just to have someone send me a text this afternoon 3/25/2022, over a week of me trying to purchase this vehicle, to be told it was sold today to someone else. This person told me when I responded to this text, that my financing application was never processed!! I would like this experience and sale of another similar vehicle on the lot remedied immediately. Poor customer service, offensive, unprofessional experience I have ever encountered.

  Business response

  03/28/2022

  This customer originally called **** ******************** to inquire about the vehicle however they showed up to a different location and worked a deal with ***************************** at ******************. They appraised her vehicle and submitted her deal for financing.

  You will need to reach out to ****************** for any further information.

  Thanks,

  **** Chevrolet

  Customer response

  03/28/2022

  Complaint: 16947853
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

   

  This still doesnt explain the poor service and the salesman telling me he was going to process my application in the time promised.

  Business response

  03/29/2022

  ******************,

   

  You had originally worked with a *********************** at ****************** not **** Chevrolet at the beginning of the month and we were able to get you pre-qualified but not on a Range Rover and with a higher down payment.  When you came back it was near closing and I apologize that you were not able to drive the vehicle.  When you returned you had a much lower down payment and we were not able to secure financing on the Range Rover under those terms either.  We had an approval on a different vehicle with the higher down payment that you declined but we never had an approval for the Range Rover.  You spoke with *********************** yesterday 3/29 by phone and communicated by email and I apologize but we do not have another Range Rover to offer that would fit the terms you were approved for.  We may be able to work on another type of vehicle that will fit the lenders parameters.  In reviewing our CRM it appears your emails were responded to on 3/4 by ************************* and 3/29 by *********************** and spoke to *********************** yesterday.  I apologize that you feel you did not receive the service you deserved however we will not be able to fulfill your request for a Range Rover.

*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. ↩