Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My spouse and I purchased a new vehicle from Gandrud *********. There are three main components of our visit that someone needs to address as Gandrud didnt when brought to their attention. They pushed it under the rug and laughed it off. First off I was quoted low 5% on the loan for the vehicle. When we are closing the loan Im told its over 7%! Which means the truth and lending act was not followed! I was told nope thats what got I dont know why he told you low 5% I live out of state and they couldnt tell me what correct documents I needed for the Michigan dmv. I was told multiple answers from multiple people. We were also told we would be able to use 30k for trade in to come off the purchase price for our tax obligation to ********. Well they were incorrect yet again. I could only use 11k for trade in per Mich law. Which had me tripling what I was intending on spending. If we dont know the answer or the correct verbiage. We shouldnt speak!! Im disappointed and feel I was lied to numerous times and I dont feel the dealership takes ownership after the sale.

  Business response

  01/09/2025

  On 10/26/2024 ******* W came to our dealership looking for vehicles. They found our 2024 Z71 Suburban fitting for what was needed. When it was time for numbers to be ran, we ran two different options for them one without taxes and one with taxes at the tax rate of 6% for ********, our desking software utilizes $10,000 as the trade tax savings to be safe rather than the full $11,000, The other option was without taxes which is our preferred method for out of state transactions. In the occurrence of including tax's it's either by customer request or if they wonder and would like an idea of what to expect when they go back to their state. We can provide a rough idea (quote) of what that would look like. Once the customer goes back to their state in most cases for us as a dealer it's going to be ******** for an out of state deal. When a customer gets a loan through the dealership, the ** *** will send that customer a confirmation of ownership. That document is what's needed to bring to the secretary of state to register, pay taxes etc. Speaking with the *** two times, they said it was sent the first time to the correct address, but once we got word the customer didn't receive it. We did call back to the *** and confirmed the address and had them send a second copy in which it was sent again. The quote sheets that were run for the customer were run at a 7.3% which is a little higher than national average on a new car purchase utilizing *************** for 2024. With a payment range of $1048- $1068 not including taxes. The payment that was settled with the customer was $1058 right in the middle of our quote that was run. The reason for a range is in the instance of credit discrepancy and the bank raising or lowering interest rate. We have proof of what was printed out and shown is that we ran everything within reason to what was just described. We tell every customer, the quote sheet that it is ran at national averages and subject to change based on their individual credit and credit approval from the bank. Now at the time of going over this we can't remember exactly what was said, but we do know a 5% for an 84 month was not available, however if there was an inquiry on a shorter time frame, there may have been other alternatives but with the banks we utilize at that time 5% was not an option for 84 months.
  Shown below is the 2 quote sheets that the customer saw, the 3rd picture is the internal side where we input the different factors to show the customer and the 4th picture is showing the two different quote sheets that we printed out that day, one with taxes, one without taxes at the 7.3% interest rate Quote 
  (pictures available upon request but show customer deal information)

   

  *** *********
  Sales Manager

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The dealership is taking no ownership into the items that were expressed to my husband and I incorrectly   
  

  I gave three scenarios and all I got was excuses. I was lied to and they didnt follow through with issues. If they cant own up to the issues and inconsistent information given from multiple employees we wont be back as customers.  

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

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my 1st brand new vehicle on 8/4/24. I traded in my 2016 ram 1500 for a 2025 ram 1500. I decided on it on 8/3/24, but being late in the day, was told to come back the following afternoon so everything would be good and they could detail it well. I so happy and proud of it, until the end of the 1st week when my check engine light came on. Codes were for misfiring. Following week, same codes. By the end of week 2 my battery was dead. I was told theyre having issues with bad batteries and that would fix everything. Picked it up that evening and 3 days later check engine light on again. 6 different misfire codes. We brought it in that day. 5 days later told they are having issues with these doing this & they needed to file a star case with Chrysler. 2 days later told theres no update. 5 days later told Chrysler is putting out a software update 1-2 ****************************** says to pick up the truck. Next day, engine light on. Talk to service **** and told theres nothing they can do. Its now chugging & misfires nonstop. Tried to start buyback with Chrysler, they told me theyre working on an *********** doesnt qualify & if it wasnt safe to drive they wouldnt have let me drive it. I found on ram app there was electrical system service done in May and then again the day I picked it up!! How shady is that?? I paid $60,000 for a truck I cant drive or trust. Im so upset and frustrated and feel like Ive been taken advantage of.

  Business response

  10/07/2024

  Vehicle was in a customer stated for various concerns.

  Repair #1 (pre-ownership) - the initial electrical concern from May was a software update for the park assist system RRT ****** (attached). During the repair it was noted that a slight scratching sound was heard from the steering wheel to which we replaced the steering wheel coil. Essentially there was no actual electrical concern, only that improvement in the software were required and the steering component.

  There was no electrical concern for the day of delivery to the guest. The only thing that he may be referring to is a notation of a battery recharge at the time of delivery. However, we charge every battery for every new vehicle that is purchased as part of our standard procedure. New vehicle deliveries sometimes can be a drain on batteries as there are a lot of electrical systems and components to cover during the delivery.

  Repair # 2 - Battery concern and Service Engine Light. The battery was found to be faulty. Our evaluation determined that all customer concerns were likely due to the low voltage from the battery issue. Replacement of the battery was performed, and vehicle was running normally at that time.

  Repair # 3 - Drivability concern. Diagnostic confirmed a drivability problem resulting in diagnostic trouble coeds related to the concern. Preliminary diagnostics were unable to determine a cause. We engaged the manufacturer on a recommended course of action. Stellantis evaluated the diagnostics and found it to be related to a software patch that was still in development for the guest's specific concern. *****antis did advise us to release the vehicle to the guest while we awaited the software update for the drivability concern as they stated it did not pose an immediate concern for safety or reliability. 

  Software release was given to us last week (week of 9/30). We immediately engaged customer to have the vehicle repaired at their earliest convenience. Mr. ********** set a time of 9:30am on 10/14 to have the software update installed. See attached for additional information regarding the software patch.

  We are awaiting the results of the pending appointment to ensure the concerns of the guest are remedied.

  Customer response

  10/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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, assuming the service appointment on 10/14 is successful. 
  
  Regards,
  
  **** **********
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in the first winter I had it and was making a high pitch squealing sound and also stopped blowing any heat. Was told the problem would fix its self. Never did. Following winter does the same thing bring the truck in two different times two different parts replaced worked for two days and problem came back during this time the truck was at the dealership for a month almost in time. The problem is they cant diagnose what is making the sound and get towed from Chevrolet corporate to take it to a second opinion, which I have to wait six months when winter is full force in heat in my truck mama needs to be here and I dont have time to take it to another place. All I want is my heat fixed so I can use the truck like it was properly supposed to be when I bought brand new truck was under warranty one brought in and now wont fix it

  Business response

  08/01/2023

  **************** did purchase the vehicle from ** and first noted the complaint of a squeal noise during cold weather in March of 2022 at about 27k miles. We were unable to duplicate the concern and no repair was attempted. **************** then returned with a similar complaint in Dec of 2022. We engaged with technical engineering to assist in the diagnosis as the noise was quite faint and difficult to replicate. Based off other problematic vehicles that exhibited similar concerns, they advise replacing a "cam" for the mode door system. Parts were needed to be ordered and he returned the next month (Jan 23) for installation of the part. **************** then had two maintenance visits before he mentioned the problem again in June of 2023. In the interest of at least attempting to repair the vehicle, we installed a new blower motor assembly. Although the noise was extremely difficult to replicate and was not actively acting up for us at the time. 

  We believe the vehicle to still be exhibiting the noise at times and fully believe **************** when he states the noise is coming from the vehicle. However, considering the noise typically occurs during the cold weather, our virtual incapability of reproducing the said noise, and the fact that we have already eliminated the most probable causes; we will need to actively duplicate the concern to properly determine the source of the unacceptable noise. **************** advise to replace "everything" to fix it. We obviously cannot continue to parts swap randomly in a feeble attempt to correct the concern. In fact, engineering has even alluded to the fact that the noise may be an acceptable operational characteristic of the vehicle. 

  Gandrud would still like to attempt a repair, but we cannot proceed unless the vehicle is exhibiting the noise. All parties agree that the noise is intermittent during warm ambient temperatures, so we are advising to wait until temps are more favorable to duplicate to noise as well as confidently be able to confirm if the problem is corrected to the satisfaction of everyone involved. 

  **************** has reached out to us today (8/1) and emphatically suggested that we fix the issue. The Service Manager is engaging with him directly to try and secure a reasonable solution for his situation. 

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The service records are not complete for my truck to start with for the date in question is June 28, 2023.  This is because I stated both to Gandrud and the Cheverolet customer complaint service that I was going to be GONE for 6 weeks from MAY 28 though JULY 10 of 2023.  I asked for the truck to be fixed and let me know if they wanted it to fix. NO phone call to request the truck to be brought to the shop to be fixed at all.  This stated "How did my truck get to Gandrud to be worked on???" Also, when the truck was in on May 22, 2023 the mileage at that time was ***** and on June 28, 2023 its 67307.  So the question is Who stole my truck to get it to the shop? or Whose truck was looked at and entered on my truck service records?  Or Did the service **** at Gandrud just make something up?
  
  Regards,
  
  *******************************

  Business response

  08/09/2023

  I am unaware of the possible issue with ****************************** service history confusion other than some version may be sorted by the closed date rather than the open date. I have an attachment of vehicle history that has the opened date as a sorting method with itemized line by line detail. As you can see the vehicle has a normal progression in mileage. The vehicle was only in the shop during times that he would be aware. The reasons for the unusual closing dates are - One invoice was inadvertently left open in accounting causing the closing delay and the other invoice was held up by the extended warranty company authorization and was ultimately rejected for payment. Which, at that time, we closed the invoice and absorbed the repair costs. All of the vehicle service records we believe to be accurate and complete. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a new 2023 Ram truck. When we opened up the tailgate on this new truck we found the tailgate to be severly scratched. I did bring it to their attention in an email that was never addressed. When we picked up the truck we were directed to an indoor area with men working on vehicles where our salesman explained some of the new functions on the dash. I thought it was odd that he would pick that area because the truck was running all that time with people in the area and I told the salesman that he was going to gas them out. No he picked that area so he could back up the truck with the tailgate against a wall in a dimmer part of the building. I did ask the salesman to open the tailgate to check and see what the mat for the trucks bed looked like but that was not there either. He was worried about his review. He told ** that he needed all 10s on the review and even though the questions didn't seem to be about him he still needed all 10s. He said any bad reviews would result in a 3 month reduction in wages. I told him we don't lie for anybody. I gave the finance guy a zero he got a 7 and that was generous on both of them. He got the review I thought he earned and I told the truth. Almost $70,000 for this brand new truck and the tailgate is scratched. They have barred ** from receiving all maintenance for that truck at their dealership. I have emails to prove all I have said. Also changed the interest rate. It was suppose to be 6.5 and they made it for ****. Also told my husband they would include that mat that was not there. I think because we are in our 70s and 80s we wouldn't catch on.

  Business response

  05/03/2023

  If you read through the emails that I have attached to this rebuttal you will see why we did not respond to the scratches on the tailgate.  I believe that the emails from the ******* should suffice as a response as to why we believe this claim should be dropped.  Let me know if you have any further questions. 

   

  ****

  Customer response

  05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]   The ****** of honesty was directed at the tires, etc.  They know a rubber mat did not make those marks, We installed that mat and we picked it up to do it.  They think we want to scratch our new 70K truck.   Its a rubber mat.   They are mad because of our review.  They know they are in the wrong and that truck was scratched before we ever looked at it and they knew it.  They are far from honest.  
  
  Regards,
  
  *********************

  Business response

  05/05/2023

  The customer states that we purposely backed the truck into a dark area of the delivery area is absolutely false.  As you can see in the pictures the entire room has LED lighting from the ceiling that from the ceiling to the floor is bright.  The tailgate was opened there and for the customer to see at no point were scratches mentioned.   It was at that point that the mat for the bed came up.  The customer thought that the trucks came with bed mats and after that is when the accusations started regarding the wheels, the rate, etc.  We attempted to initially work with the customer however the accusations kept coming.  

  Customer response

  05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't know how these people sleep at night.  One day these people will run into that one person who will call them out and prove it.  We do not do this for a living.  The truth will always come out.  Sometimes it takes more time then we like.  We do  not need their money etc.  We are done.
  
  Regards,
  
  *********************

  Business response

  05/09/2023

  The scratches that were on the tailgate were brought to our attention through email roughly a week after the purchase and after they installed a bed mat themselves.  All of the scratches from the pictures that were shared appeared to be in a strait line at the base of the gate, as if something was drug across the entire width of the gate such as a bed mat.  Our garage were the truck was picked up has extremely bright LED bulbs to make sure the entire shop is lit up which anywhere the truck would have been parked the lights shine directly down.  Any scratches could not be missed looking directly down. At this point after lowering the tailgate for the customer to look in the bed they commented on the fact that there was not a bed mat.  They felt because it was in the last truck they purchased that it must come with all trucks.  This is not the case.  At this point things progressively got worse, we were accused of swapping out the wheels and tires.  After a couple days they admitted this was not true.  Then the bed mat came up again, also the interest rate and again the wheels and tires.  The continued barrage of emails with unwarranted accusations was getting tiresome.  We did not respond to the scratched tailgate email because of this.  Then another accusatory email came to which we responded to please not contact ** again or bring your truck here for service.  The reason for this is because we feel that some people cannot be happy with any service.  We do in fact reward our employees with compensation for great customer service and satisfaction and it would not be fair to our employee's to have to continue to deal with a situation where the outcome is predetermined.

*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. ↩