Complaints

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2019 jeep Cherokee from ********* dealership and finance manager ***** sold us a useless service contract instead of the *** I repeatedly asked for and then said it was my fault for not checking a box? I did NOT fill out this paperwork he did and it was late at night. I repeatedly told him I wanted Gap. Why he sold me a service contract is beyond me. I want the refund I paid on this useless service contract and for them to cover the *** I asked for in the first place. I never ever would have bought a vehicle without gap but opt in for a service contract on a 2019 vehicle without gap less than 61k. This is such a huge careless mistake on his part. I understand he was very busy and this was late at night. But still, I did NOT get what I asked for.

  Business response

  12/16/2024

  I have attached the document that clearly shows our finance team offered GAP protection to the customer in 2 out of the 3 packages. ******* and ****** clearly signed for a package that does not include ***. *** was clearly and ethically offered to the customer and was not accepted. We will gladly cancel her Mechanical coverage if she wishes, she would just need to come into the dealership to do so and the balance will be forwarded to her financial institution. We will not be held responsible for anything further regarding this matter.

  Thank you

  ******* ****

  General Sales Manager 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband has permanent disabled veteran license plates that our salesperson had to remove off the vehicle and our finance guy even had a long conversation about because he is also a Veteran. The proper procedures were not followed for a plate transfer that is normally only $25.00, confirmed with Castle Rock Auto Licensing, and instead we were charged full price new auto licensing. When I was called and told my plates were in I asked why they ordered new plates and was told no one at their dealership was aware my husband is a Veteran and that no one remembers being told that an so we still are paying full price for the plates without a refund. My paperwork shows $300.00 for licensing when it should've only been $25.00. They should owe us $275.00, but the office *** who handles the licensing documents said there's no way we can get that back.

  Business response

  10/29/2024

  **** *****-

   

  Sorry for the mix up. **** ***** our General Sales Manager will contact you to get your veteran plates done properly and we will refund you the $275 you are owed. We set up estimates on our license fees and refund back when they are over collected. 

  Thanks,

   

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

  General Manager 

  Customer response

  10/30/2024

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/29/24 my car was taken here for repairs after a car accident that occurred on 07/26/24. I was contacted shortly after via voicemail that my car would require a new front end suspension and a new front right tire replacement. On 08/09/24 I was contacted yet again to be told they had obtained the suspension parts as well as the front right tire however the shop had accidentally ordered the wrong tire and they would have it replaced and my car put back together with a bill in the next week and a half. After not hearing from Bud Clary Collision for 27 days on 09/05/24 I received another voicemail regarding my Crosstrek to which I was notified the service department sent my car back to the body shop to be finished and the body shop attendant **** had discovered radiator and radiator support damage. Following the support damage being assessed they had also discovered frame damage. **** explained he would need to put the car back together and send it back over to the service department. Once it was in the service department they would pull all of the work already done out and remove the engine and transmission as well in order for **** to gain access to the frame rail to cut and replace the bent frame. On 09/17/24 me and my mother visited Bud Clary and Collision to get a general idea on how often my car was being worked on and a possible timeline to completion. We were both told my car was currently placed on a lift with just the engine removed on a rack and that the next step was to remove the transmission as well in order to start work on the frame. **** assured both of us that my car had approximately 87 hours of work left until completion and that my Crosstrek was receiving approximately 4 hours worth of work done to it each day. Shortly after this discussion we visited the dealership a block down from the collision center. My mom noticed my vehicle sitting in their parking lot exposed to outside elements. It has remained untouched since then.

  Business response

  10/21/2024

  Monet-

  Please see our response attached.

  Thanks,

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

  General Manager 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a truck from this dealership. They promised three years of free oil changes and a free alignment with the purchase.They are refusing to do the alignment and provide the oil changes now.

  Business response

  10/08/2024

  Hello:

  Please see attached Repair Order from May 1, 2024.

   

  Our service department performed an alignment, oil change, and courtesy inspection.

   

  Please let us know if there is anything else we can do for our customer.  We strive to make our customers happy and fulfil our commitments to our customers.

   

  It appears as though we completed and fulfilled our customer's needs for oil change and alignment.  According to the attached repair order, our service department also performed a tire rotation.

   

  Please let us know if there is anything else we can do or help answer.

   

  Thank you,

   

  *** ***

  General Manager

  Customer response

  10/08/2024

   
  Complaint: 22349256
  
  I am rejecting this response because:

  as stated in the previous message, they attempted to fix the alignment and made it worse. They told me they would set me up for another repair and failed to respond to my calls or text for months.

  furthermore, they promised a detail and full tank of gas which they never delivered on. At the time of the sale the sales manager promised three years worth of oil changes, now they are saying 3 oils changes total.

  As you can see from the text messages they promised to fix my alignment and still have not made good on that.

  
  Sincerely,
  
  ***** *****

  Business response

  10/31/2024

  Thank you for communicating with us to try and resolve the issue.

  Customer response

  10/31/2024

   
  Complaint: 22349256
  
  I am rejecting this response because:

  the issue is still not resolved and I have been without my vehicle since 10/9/2024. The business is still in possession of my vehicle and I do not have a communication as to when I will get my truck back.
  
  Sincerely,
  
  ***** *****

  Business response

  11/14/2024

  Thank you for your feedback, we will continue to work with you.

  Customer response

  11/14/2024

   
  Complaint: 22349256
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Business response

  11/25/2024

  Thank you for your feedback.

  Customer response

  11/25/2024

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely horrible! They are scamming us and made us pay to take our truck home even though it was warranty work. We were told they would refund that money the next morning after they talked to the warranty and now its been 5 weeks. Our parts were supposed to be in 2 weeks ago and still no update! Or refund. They lied to us about the amount the warranty company is paying and wanting us to pay the rest when the warranty company told us otherwise. We have tried to call a service manager every day for 3 weeks and no return call. I am furious to say the least. I WENT IN AND HAD A FACE CONVERSATION WITH THE MANAGER AND HE TOLD ME HE WOULD TAKE CARE OF IT AND CALL ME MONDAY. ITS NOW BEEN 2 MORE WEEKS AND STILL NO PHONE CALL. WE CALLED AGAIN AND TALKED TO THE ANOTHER MANAGER AND HE SAID HE WOULD REFUND IT MONDAY AND NOW ITS WEDNESDAY AND NOT CALL BACK OR MONEY. AND WE WERE LIED TO ABOUT THE PARTS BEING IN. NOW THEY ARE SAYING NO PARTS ARE IN WHEN BEFORE SOME WERE IN. I WOULD REACH OUT DIRECTLY BUT IM NOT SURE WHAT DIRECTLY YOU ARE REFERRING TO.

  Business response

  09/05/2024

  Talked to ******************, refund has been done for a week and a half and vehicle is waiting for parts to arrive to repair the vehicle. Customer is good with resolution. 

   

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

  General Manager

  Bud Clary of Moses *****************************

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

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

  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  5/26/2024 Bought a used vehicle advertised with 70k miles with a clean Carfax report, also provided by the dealership. The engine failed on us while traveling within the week of purchase. We had it towed to the nearest ****** dealership who reported to us that the engine was not the original, had more miles on it than advertised, and was from a salvaged 2019 vehicle. When we contacted the Bud Clary dealership, they said the engine had a warranty (that we knew nothing about because they purposely didn't disclose that the engine had been replaced there AT their dealership and it was not on the Carfax-and still isn't.) We wanted to return the car and a refund from the dealership. They refused to refund us or take it back and the ** will not answer or return our multiple calls and has refused to resolve the situation with us.

  Business response

  07/12/2024

  Engine replaced on vehicle and completed Used vehicle inspection process. Vehicle sold and engine seized and is currently at a ****** dealership in *********** *********** The Bakersfield dealership contacted us, and we sent the *** assembly information for parts warranty. They contacted *** and *** referred them to us to facilitate the process of obtaining a part warranty assembly to send to them. Currently waiting for Bakersfield dealership to provide us with necessary information to relay to *** to get engine shipped. We are working with the Bakersfield dealership to get this replaced for customer as fast as the dealership gets us information. 

  Customer response

  07/13/2024

   
  Complaint: 21928917
  
  I am rejecting this response because we do not want the vehicle as it is not what we were told we were purchasing. The engine and the warranty we never knew about is from a salvaged vehicle or is aftermarket. This is not what we were led to believe we bought. It is not the original engine belonging to the vehicle advertised and sold to us by the dealership. We don't want anything to do with an engine with unknown damage or mileage. The last time left us stranded away from home and costed us a rental car and towing. Had we known the true history of the vehicle, we could have made an informed decision to purchase the extended warranty offered which would have covered those costs.

  The warranty is apparently for 12 months. If the replacement engine fails after that point, we'll have to purchase a replacement engine out of pocket. No thanks. Furthermore, the Bakersfield ************************************ notified us on 7/11/24 they have made efforts to get in touch with the Bud Clary dealership without success. We have yet to have the opportunity to speak to the ** at Bud Clary regarding any of these concerns regardless of the multiple attempts. 

  
  Sincerely,
  
  *************************

  Business response

  07/24/2024

  Thank you for taking the time to talk to me ******. Per our conversation, we can offer a 3yr, 36,000 mile comprehensive service contract. As I mentioned Washington state is a buyer be ware state where we don't have to disclose engine replacement. We still will honor repairing the vehicle at no cost to you along with adding the service contract. Please let us know if this works for you.  

  Customer response

  08/02/2024

  We didn't purchase the truck from Bud Clary ****** because of an "irresistible" extended warranty offer. We purchased the truck because of the mileage advertised and the clean title advertised in which neither of these things are true to the vehicle. Therefore, our only satisfaction will be for your dealership to do the right thing by your customers and take the vehicle back. We think we have been more that patient and fair in this request. We still have not heard back from you regarding our request per the phone conversation when you responded to it with "I'll see what I can do." We are still "seeing what you can do" to this day, since the breakdown of the vehicle that occurred in the very beginning of June. 

  Business response

  08/12/2024

  Thank you for working with us to find resolve, Im glad we were able to get everything rectified and appreciate working together.

  Customer response

  08/14/2024

   
  Complaint: 21928917
  
  I am rejecting this response because: literally nothing has happened as promised from our last conversation. We were going to be over-nighted the paperwork from the dealership to buy back the vehicle and it's been over a week without recieving anything. We attempted to call ****, who wasn't available, transferred to *****, who also wasn't available, to follow up. This has not been resolved yet. Once we receive the paperwork and the vehicle has been bought back, we will happily consider it resolved. Looking forward to when that can happen. 
  
  Sincerely,
  
  *************************

  Business response

  08/30/2024

  Hello, we have been in contact with ******* and believe we have resolved the issue.  Thank you for the help.

  Customer response

  09/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and thank *** Clary for resolving the issue with us. Our matter was corrected with integrity and we appreciate the individuals who aided in its resolution.

  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 1 st of 2023 I took my 2019 Chevrolet Tahoe into Bud Clary for an oil change and tire rotation. When I left Bud Clary at certain times turning it sounded like something was rubbing. I called Bud Clary and explained what I could hear. They made me an appointment for Jan 31, 2024 at 915am. I drove down and waited for an hour and a half. *****************************, service advisor told me they discovered they bent the shield behind the tire when they rotated the tires! They bent it back and said that should take care of the problem. I called on March 13th, 2024. ************ and talked to a lady that the shield was still rubbing and she said ***************************** would call me back at 1 pm that day. They have not called back or cared to take care of this problem. There was nothing wrong with this shield prior to the tire rotation. I expect for them to replace what they bent so it will quit rubbing!

  Business response

  04/30/2024

  Here is the timeline for communication with the customer:

  4/29/2024 - Service Manager spoke with the customer and discussed the brake shield rubbing concern.

  4/29/2024 - The brake shield was ordered with a 23-day shipping timeframe from *****

  5/6/2024 - Tentative appointment set pending customer's schedule. Issue will be resolved at visit.

   

   

   

   

   

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2021 ram **** with about 25k miles on it, about 4 1/2 moth ago I took the truck for recalls to bud clary dealership in **** ************ ****** **, and at the same time I had little issues with transmission it was shifting ****, so I told them to look in to it too, so moth in the half later finally I got my truck back, three days later transmission broke al the way, so I took it back to bud clary dealership so they can fix it, but now the truck is there for three moths and they cant fix my transmission, i was patient with them through all this moths, last Friday I got a call from service advisor, he told me that they cant fix my transmission and there have solution, they find a used transmission with 30k miles, and that they going to install it, that when I told him that they cant do that and I am not willing to take used unit on a new truck, thats when the service manager told me if I want new transmission I HAVE TO PAY OUT OF MY POCKET, that when I got really annoyed with there service and how they deal with customer, to let you guy know I have manufactory warranty on the truck and I have extended life time bumper to bumper drive train power train warranty. If you can need any more info please contact me, and please help me out with this issue. Thanks.

  Business response

  08/28/2023

  To whom it may concern,  below is our response from our Service Manager,  ************************;

   

  August 28, 2023
  
  To whom it may concern,
  
  The repair order was opened for this customer on 5/30/2023, ********. The concern was Customer States Transmission began issues again and fluid is leaking after repairs. Check and Advise.
  
  When the technician got to the diagnosis on approximately 7/12/2023 it was determined that a cooler line clip failed, losing all of the transmission fluid and damaged the internal components of the transmission. All of the suspected parts were ordered, as well as  installed when they arrived. The transmission was re-installed again, only to find that there was another issue that was not corrected on this repair. When the technician came to our service advisor and explained to them what the issue was, they relayed this to me however, changed what was told to me. I was told that the case was damaged and that it would have to be replaced. At this time, I had our parts department procure a pre-owned transmission that was like mileage to the original, with intentions of it being a quicker repair time for the customer. I did not get the customers input admittedly, and he was very upset.
  I spoke with the technician 8/28/2023 and was told that I had went the wrong direction and that they needed a part and not the case due to a miscommunication. We need to disassemble the transmission and replace the failed part to correct the issue. This process will start on 8/30/2023 when the Transmission tech returns from an electronics training class.

  We look forward to getting this solved and our client back on the road. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle on 10/21/2022 get worked on I had a extend warranty the check engine light was on so I brought it to bud clary ********************************** and they scanned the the vehicle and there was some codes that popped up and the check engine light was off and they told me that they weren't going to fix it because the light was off and I had a service stabilitrak message come up and the still would not work on my vehicle until that light came back on and it did and so I brought it back in and the still said they won't work on it tell the light came back on again so the scanned it again same codes came up. I was trying to get the vehicle fix before my wife went to ********** for work and before my extended warranty was up and so the gentleman named edger said they will put a track thing on it so it will message them if it happen again and so my wife drove it to ********** for work it messed up again and she took it to a dealership there to and they scanned it same codes and the fixed 2 of the codes that came out of my pocket and she drove back and it messed up still so she took it back to bud clary and asked them if the got the message of it being screwed up again and they told her that we don't know what your talking about and now the vehicle is in limp mode and a message saying need to service stabilitrak and now my warranty is up because bud clary won't fix the issue the first time they just gave me a run around saying have to wait and we told them are warranty is going to be up and the told me in person they will open a claim so it will be still open for warranty and we go there and they didn't even open a claim so now it's up

  Business response

  12/06/2022

  Mr. ***** came in to talk to our service manager *********************. **** explained to him that after all the test we ran the vehicle was driving as designed and that we couldn't diagnose something without duplicating or if there are no active codes that tell us something was wrong. Mr. ***** will bring vehicle back if lights come back on so we can repair it. As of now he has not made us aware of the problem coming back. 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I like to make a formal complaint against Bud Clary ****** Chevrolet of **********, in may 14 I put a order of 2022 ****** rav4 and I put $1000 deposit, after 2 months the car arrive to Moses **** dealer ship, the sale person call me and let me know the car was there, at that moment I was out of Moses **** for work, I express to then I will be there next week, I sent a email to the lady sales person, asking for my final payment, she toll me will be $586 a month with $15,000 down , I told her I need to get the payments down to $350 because I just purchase a condominium in *******, I work for *************** Im a BECU member , I email her next day and ask her for the **** for the car I order so my bank can process the loan, she respond to me back saying the car is no longer available because a customer both the car, I request my refund and she say they are no able to give my money back because I didnt purchase, I put $1000 dollars I work hard for my money, I will never walk away from and waist the money, I didnt order the car for other customer I did it for myself, the dealer never send me a formal email asking me about if was ok to sell the car or if I dont going to buy it , I have all the email with them and if they can show a formal document me walking away from that deal, I will drop this complaint, I really appreciate if you can please help me with this nightmare thanks again Best Regards ****************************

  Business response

  06/10/2022

  *************** talked with our ****** New Car Manager *************************. **** tried to get to his payment goal but after multiple attempts with the bank he requested us to use to secure financing we where not successful. **** suggested we extended the term or try a different lender but **************** did not want to do either one. Before getting off the phone **************** told **** to go ahead and sell the vehicle if we couldn't get to his desired payment so we did. His deposit is being processed for refund. Thank you, let me know if I can help with anything else. 

  Customer response

  06/10/2022

   
  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.
  
  Sincerely,
  
  ***************************

  Customer response

  06/14/2022

   
  Complaint: 17407601
  
  I am rejecting this response because: Good morning, the reason I contact you again is because the dealer I was making the complaint bud clary Chevrolet in ********** ** last week agree to refund my money back, after they agree one of the employee  ***************************** contact me and ask me to stop by the dealer or send a picture of the credit card I used for the deposit, I did sent it to her on Friday and no refund is been done yet, I contact her this morning and ask if they process my refund and toll me to no contact her any more
  
  Sincerely,
  
  ***************************

  Business response

  06/17/2022

  Our Office Man ager was out on vacation and she process all refunds. Attached is our refund receipt. 

  Customer response

  06/21/2022

  Good morning today Sunday I just want to share with you guys the dealer refound my money at this point I would love to close this case thank you very much for all your help I really appreciate that thank you again God bless you guys.

*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. ↩