Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/1/2025 I called about a car they had listed for sale. I was told the car was not on the lot, but the sales *** spoke to the manager. The manager would not let me put a deposit down, but told me I was first in line. I was told that they would call me when the car was on it's way, and hold the keys for me while I was driving there. I was even promised that they would honor the price on the website. I was told it may be coming in on Friday or Saturday, but Monday at the latest. I setup everything up to come pick it up. I borrowed a truck and trailer, and got gassed up and ready to go. I wait all day on Friday and Saturday and heard nothing. I called first thing Monday morning and confirmed everything was set. I was told I would receive a call when it was there. I had to call them back later on during the pickup day. I was then told there was someone who already had bought it. Apparently the *** who picked it up facetimed another person and sold it to them. (I was never told that facetiming was an option). I was told that apparently "many people" had been interested in it dating back a few days prior and "several people" wanted to put deposits down on it. Apparently there was a "miscommunication" between the folks at the dealership. Apparently, neither this sales ***, nor the manager had any idea about all the inquiries into this super popular car. If this car was so super popular and they already had a buyer lined up why was I told I was first in line and promised so much? Either the right hand has no idea what the left hand is doing there, or they lied to me and promised what they could not deliver. I asked for the name of the manager who agreed to all of this, but was told they couldn't figure that out because there is 5 of them. They could care less about the time, effort, and money I spent getting p***are to come pick it up.

  Business Response

  Date: 05/05/2025

  There were no contracts signed. They vehicle was sold by another sales *** and there is nothing that can be done about that. It is an unfortunate circumstance, but what's done is done. We wish you the best of luck in finding the vehicle that suits your needs.

  Customer Answer

  Date: 05/06/2025

  Complaint: 23289969
  
  I am rejecting this response because: 

  Mountain Chevrolet seems to think that making verbal commitments (approved by management) to potential customers, and then reneging on them, can just be wiped away with comments like whats done is done. In fact,the business lied to a customer (me) about something they either could not fulfill or did not have any intention of fulfilling. What the business did would fit into the category of deceptive business practices. Deceptive business practices are not an unfortunate circumstance they are an illegal action. As such I have referred this information to the appropriate state and federal regulatory agencies.I have also left reviews describing the deceptive business practices I experienced so that I can warn others about what I experienced.   
  
  Regards,
  
  ****** *****

  Business Response

  Date: 05/06/2025

  I will not respond further due to your continues threats of legal action. Have a great day.

  Customer Answer

  Date: 05/06/2025

  Complaint: 23289969
  
  I am rejecting this response because: It is unfortunate that a business that relies heavily on consumer trust, so devalues a consumer that they will not accept responsibility for breaking that trust and lying. Rather than a simple call from the top saying, "We screwed up big time. Here is what actually happened, and it was wrong. We know you got screwed and we are sorry. We are going to fix our internal policies, so it doesn't happen again", the business chose to minimize things and dismiss their fault. I believe it also shows the true lack of integrity to clam up when called out for possible illegal activities rather than reach out. If the business knew they were 100% in the right, then why would they clam up? Or did they clam up because they were caught in the wrong? Those who are in the right with integrity dont act like this. But who knows? Maybe I am completely wrong about the business. If so, they know my number and I would welcome a call.

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

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Mountain Chevrolet to fix my headlights that weren't working on my truck. The first time I went, they charged me $199.95 to diagnose the problem. They determined that they were LED lights, and that is why they weren't working. I brought my truck back to get the lights replaced. This time I was charged $475.71 for parts and labor. When I got home I noticed that the lights didn't look the same as they did when I bought the truck, and were replaced with a dim yellow headlight that did not match the fog lights. I immediately tried to contact Mountain Chevrolet to fix this miscommunication, since I assumed they were replacing my lights with ones that worked, but also were white and matched my fog lights. No one from their shop gave me any information or said that the lights wouldn't be the same quality and color as the white lights I came there with. I wasn't able to get into contact or have anyone return my calls for days, but when I finally did talk to someone, he told me to bring my truck back and they could fix the issue. I made it clear that the only thing I wanted was for all the lights to match and be WHITE. I picked the truck up, and had to pay an additional $289.62 for these new lights, even though this is what I thought was being done the first time the lights were fixed, so I thought I wouldn't be charged again. They said they had to charge me for the new lights, and they could not refund me for the lights they put in just days ago. I was already upset about having to pay the additional $289.62, but when I got home I found out that the new headlights they had put in were STILL not white, and they most certainly did not match the fog lights at all. I contacted the ** to ask for a refund, because after all this time and money, I still had to take my truck somewhere else to fix my lights. He was unprofessional and rude to me, and hard to get in contact with. After days of emailing, he has only refunded me $281.87 out of the $965.28 that I spent there.

  Business Response

  Date: 03/28/2025

  Customer was refunded the appropriate amount. No other refund will be issued. Services were requested and completed by the way in which the manufacture intended the repair to be done.

  Customer Answer

  Date: 03/31/2025

  Complaint: 23128666
  
  I am rejecting this response because:

  Mountain Chevrolet says that they fixed the problem according to manufacturer specifications. This may be true, but the problem is that there was never any attempt at communicating with me that the light color and quality was going to be different. They never fixed the problem I came in there to fix, and I just had to take the truck elsewhere to get it fixed, which is the document attached. I went in to Mountain Chevrolet with a problem with my lights because they were malfunctioning when I turned on my high beams. I had just bought the truck a month before and it had bright white lights that all matched, that I naturally assumed were the factory lights because I had just bought the vehicle. If anyone had told me at Mountain Chevrolet that the "new" lights they were installing would look completely different on the vehicle and while I was driving, I would NOT have taken my vehicle there to get the lights replaced in the first place. However, no one communicated with me at all, and when I tried to fix the problem immediately after it happened, I could not get into contact with Mountain Chevrolet for DAYS. They used this as an excuse to charge me even more, since that initial ticket was already closed. I had to pay hundreds of dollars two different times to replace the lights (not counting the almost $200 diagnosis fee) just to turn around and pay someone else to cover the cost. 

   

  Initially, the dealership I bought the truck from was going to reimburse me for the money I spent at Mountain Chevrolet, however, they are not reimbursing me for any of the work because they just had to redo all the work that was done anyway. Mountain Chevrolet needs to take accountability for their mistake, because they did not fix the problem that I came in to fix, and if they were unable to fix it the way I wanted, they should have told me that so I had a chance to go elsewhere. I have offered to bring their lights back to them, I have tried to get Mountain Chevrolet to speak to the other dealership in **** that I've been working with, I've tried to speak logically and reasonably with the General Manager, but every time we speak he just dismisses me and treats me with nothing but disrespect. This is all over email also, for all the times I've requested and pleaded with him, the General Manager refuses to call me to speak over the phone, and I can barely get him to respond to my emails. I believe that it is fair that I be refunded for all the money I've spent there, and Mountain Chevrolet be held accountable for not doing the one job I came in there to do.
  
  Regards,
  
  **** *********

  Business Response

  Date: 03/31/2025

  No additional refund will be issued.

  Customer Answer

  Date: 04/03/2025

  Complaint: 23128666
  
  I am rejecting this response because:

  This business isnt providing a valid reason as to why they refuse to refund me my money. Now they are simply refusing to refund me or communicate further. The amount of money I spent there is a huge amount of money for me to spend, on top of already buying a truck that was new for me. Refunding me that money is not going to hurt this business, but if they dont refund me this money, its going to hurt me financially. If they had actually fixed the problem I came in to fix, I wouldnt be asking for money back, because even though it was expensive i would have gotten what i went in there for. Instead, i have to pay a significantly large bill, and STILL had to take the truck to a completely different place to get fixed. I think in this case, customer satisfaction is more important than fighting over money. All Im asking is to be refunded the rest of the money they owe me, and we can be done with this and never have to talk about it again. But if this is the sort of company that would rather fight its own customers than treat them with fairness, I will do my best to warn every customer going to them that they are making a serious mistake.
  
  Regards,
  
  **** *********

  Business Response

  Date: 04/03/2025

  We can close this case out. Unfortunately, the customer feels entitled to a larger refund than was already given and we disagree. There is no reason for me to continue to provide the same answer over and over.

  Customer Answer

  Date: 04/06/2025

  Thank you for reviewing this case. If possible, I would love to get the rest of the money I spent at Mountain Chevrolet refunded to me. They have refunded me for only one of the visits out of three that I spent there trying to get my lights fixed. None of the money I spent there was helpful to me at all, and they did not fix the problem that I asked them to fix. There was never any communication from them about the headlights being yellow, and I had assumed that they would replace the lights with white lights because they were white when I brought the truck in. Had they told me that they were unable to fix the lights how I wanted them to, I would have taken my truck somewhere else to get repaired. However, I was not given that option, so I kept bringing my truck back fully believing that they could fix the lights how I requested. By the third and final time I got my truck, I was told with certainty that the lights were white, but I will attach a picture that clearly shows that I was misinformed, and the lights were still yellow. Again, I had to take the truck somewhere else to get the lights redone for a FOURTH time, since Mountain Chevrolet could not do it. I thought the general manager of Mountain Chevrolet would see that they had made a mistake and help me out, since I spent over $900 on a brand new truck, only to have the same problem persist. However, he has been very frustrating and belittling, and hasn't even refunded me for half of what I spent there. In the image included, you will see the lights on the bottom are my fog lights. When I bought the truck, all the lights were this color. This picture was taken after my third visit to Mountain Chevrolet, where I was told that the lights were WHITE. You can clearly see in the picture that the headlights are still yellow, and they do not match the fog lights at all. 

  Customer Answer

  Date: 04/14/2025

  I would like someone to reach out to me regarding this complaint. I do not agree with the outcome, and would like to talk to someone please.

  Customer Answer

  Date: 04/15/2025

  I submitted a request for someone to contact me, because I dont believe that we have reached a fair resolution with this case. After speaking with someone, she told me that the photo I sent wasnt received and to resubmit it here with additional details. Please let me know if you still cant see the photos. 

  I will try to be as descriptive as I can, but please reach out if anything doesnt make sense. I bought a 2024 Chevrolet Silverado 2500 from a dealership in **** in December. When I bought the truck from this dealership, it had bright white headlights, high beams, and fog lights that all matched each other. When I was driving the truck back to my home in ********, the lights would malfunction when i activated my high beam lights, and would flicker on and off, and turn all my headlights off so I was driving in complete darkness. This was a clear safety issue, so I took it in to Mountain Chevrolet to fix the issue. The first time I took the truck in, I was charged $199.95 for them to diagnose the problem, which was that the lights were aftermarket LED lights, and they did not work with my trucks wiring. I took my truck back to Mountain Chevrolet a second time. On this visit, I was under the impression that they would replace the LED bulbs with other headlights that did not cause electrical issues, but that were still the same color and quality as the lights I came in there with. I had just bought the truck a few months before with white headlights, and so I assumed it came new from the manufacturer with white headlights. Even after they told me that the lights were malfunctioning because they were LED lights, I still thought that they would be able to replace the lights with white lights that worked without failure. Mountain Chevrolet did not tell me that the lights they were installing would be dim and yellow, and that they wouldnt match my fog lights. IF they had communicated this with me, I would not have taken my truck in the second time to get the lights replaced, so we would not be in this situation, but I was not informed of this, and I was not given the option of any lights to choose from. Like I said, had I been given this information, I would not have returned to Mountain Chevrolet after they had diagnosed the malfunctioning lights. (continued)

   

  Customer Answer

  Date: 04/15/2025

  (continued) 

  Again, if I were told that Mountain Chevrolet wasnt able to replace my headlights and high beams with white lights that worked without failure, I would have taken my business elsewhere and we wouldnt be in this situation. Instead, they replaced my white headlights with yellow lights that were very dim and did not match my fog lights. When I went home and noticed this, I tried to contact Mountain Chevrolet immediately to correct the miscommunication. I could not get ahold of anyone there for DAYS, and would be happy to provide proof of this. When I finally got someone to answer my calls, I let them know what happened, and that I had expected the headlights and high beams to still be white and match the color of the fog lights. We arranged a time for me to come back to Mountain Chevrolet after third time so they could correct their mistake. I made it very clear that all I wanted from this visit was to get WHITE headlights and high beams that matched the color of my white fog lights. (I have proof of this as well if you would like) I thought I wouldnt get charged for this third visit, because they were just correcting an issue that they caused. Instead, they charged me several hundred more dollars on top of everything I had already paid. They said they could not refund me for the first pair of dim yellow headlights that they installed, even though they were not what I wanted and had only been in my truck for a couple days (and had only been in there that long because they would not respond to any kind of communication i tried - text, call, email, nothing). So they charged me for another set of headlights and high beams. I did convince them not to charge me again for the labor, since that was several hundred dollars in addition to what they were already charging me to do a job that they should have done the first time.

  In total, Mountain Chevrolet charged me $965.28 to repair my headlights and high beams. When I picked my truck up after my third visit, the service representative told me that they had done what I requested: changed the headlights and high beams so that they were both white lights that matched my fog lights. When I got home I discovered that this was not true. I have included a picture of the truck this night in my previous comment, please let me know if you dont get it. Its the picture where you can see the whole front of the truck. This picture shows the headlights in contrast to the fog lights. The headlights are clearly yellow and the fog lights are still the original fog lights that came with the truck and are a bright white. After three separate and very frustrating visits to Mountain Chevrolet, they STILL did not fix the issue that I had asked them to fix. Yes, they did make it so my lights werent malfunctioning, but that is not all that I asked them to do. Had I known that they would not replace the lights with equally bright and white lights, I would have gone elsewhere for the repair, but I was not given that option.

   

  After taking my truck to Mountain Chevrolet three times, I still had to take it back to the dealership i got it from in **** to fix my headlights the way I wanted them fixed. At **** *****, they were able to fix the headlights and high beams for my truck, so now they all match, and are all very much white, and also do not malfunction. The second picture I included in my last comment is of just one side of the truck. This picture shows the new white headlight that **** ***** installed above the dim yellow high beam light that Mountain Chevrolet had installed on my third visit to them (the one they had told me was white). This picture was taken before **** ***** replaced that high beam light with a white light that matched the headlight they installed. You can clearly see that the high beam Mountain Chevrolet installed is dim and yellow, and does not match the fog light. 

   

  After emailing the ** and explaining this situation, he was not understanding or kind or reasonable at all. I spent close to a thousand dollars at his shop and did not benefit from it at all. Im fact, i spent all that money and ended up in a worse predicament than i went there with. I know it might be silly to some people, but I like my truck to look a certain way, and would not have bought a truck that had yellow headlights. When I drive at night, I dont have the best vision, so I need brighter lights to be able to travel safely in the dark.

   

  The ** of Mountain Chevrolet refunded me for my third trip to their shop, which was less than $300 out of the $965.28 that I spent there, even after I offered to bring all their headlights and high beam lights back to them. This is not a small amount of money for me to have spent, and I believe that I should have been refunded for more if not all of the money I spent there, since they did not fix the problem I requested that they fix, and did not give me an option to take my business elsewhere. Youll also see that on the third invoice that Mountain Chevrolet charged me, there is a charge for a special order deposit, which was an order for a piece for my glove box, which they ordered for me to come back and get installed. I never went back to their shop to get this installed, because I dont trust their work anymore. This was a charge of $74.64 for a piece that was never installed in my truck. So, part of the amount I got refunded for wasnt even part of this headlight issue and would have been refunded anyway. 

   

  Please let me know if youd like any additional evidence or clarification. Thank you!

  Customer Answer

  Date: 04/18/2025

  What is the best way to get these photos to you? I've tried submitting them multiple times through this website, and even emailed photos. Please let me know where to send the photos that will work.

  Customer Answer

  Date: 04/18/2025

  Photos I keep trying to send. Please let me know if they make it through.

  Customer Answer

  Date: 04/18/2025

  Photos I keep trying to send. Please let me know if they make it through.

  Customer Answer

  Date: 04/26/2025

  Better Business Bureau:

  I would like my complaint ID ********, to be handled through an Arbitration hearing with BBB.

  Regards,

   

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2024 Chevrolet Suburban , the vehicle started to have technical issues .it was towed to the dealer and they advised nothing was wrong when the vehicle was not drivable. This occasion the something happen the vehicle transition wont change the gear , the vehicle was towed again to the dealer and now it has been at this service for a month and they only keep saying they are waiting on parts but this is my commercial vehicle , I been losing money in a daily basis and nothing is getting resolve .

  Business Response

  Date: 03/24/2025

  Unfortunately, the parts for this repair are on national backorder. Mountain Chevrolet does not manufacture parts. We are at the mercy of ************** to receive the parts and fix the vehicle. At this time, we can't complete repairs until parts arrive.

  I apologize and I am sure it is frustrating, but to fille a BBB complaint against Mountain Chevrolet will not make the parts come any faster. Please understand, we don't get paid by the manufacture for repair work until the repair is done. Our top priority is fixing the vehicle and getting it back to the customer as fast as we possibly can.

  Customer Answer

  Date: 03/24/2025

  Complaint: 23108911
  
  I am rejecting this response because:
  
  Regards,
  
  Manyer *******

  Customer Answer

  Date: 03/25/2025

  Complaint: 23108911
  
  I am rejecting this response because:
  
  Regards,
  
  Manyer *******

  Customer Answer

  Date: 03/25/2025

  Complaint: 23108911
  
  I am rejecting this response because:I need to have this resolved . Can they change the whole transmission?  Since parts are back do they have the whole thing 
  Regards,
  
  Manyer *******

  Business Response

  Date: 03/25/2025

  No, we would not be authorized to do that. You can always contact ************** and see if they would be willing to do that. We have extremely strict rules we must follow. Your complaint might be better directed towards the manufacturer as our only role in this is to repair the broken part. We don't control the producing of parts, the shipping of parts, or any other aspect of the process. Again, we are at the mercy of ************** and there isn't anything else we can do besides wait for the part, regardless of how many times you reject my response. 

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the company, I already have escalated the issue with ***. Thank you for understanding our frustration 

  
  
  Regards,
  
  Manyer *******

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had issues with Mtn Chevrolet in the past and BBB intervened. I took my Chevy Bolt (purchased there) in for a 2 hr repair. The car wasn't ready that day because they had ordered the part and couldn't find it, we were told. The following day, the car wasn't ready because they didn't have a 'free bay', but the service manager assured me it would be ready by the end of the day. On day 3, we hadn't heard that it was ready. Adverse weather conditions didn't allow me to go pick up the car. We never heard back from anyone. Day 4 (Sat) I called to go pick up the car and was told it had severe damage underneath. Sunday the dealership was closed (Day 5). Day 6 was yesterday, Monday. We asked for an estimate for repair with photos of the damage. i was told they were working on the estimate at that very moment and we would have it by the end of the day. We didn't. Day 7 (Dec 5th) after arguing with someone at the dealership over the phone, feeling totally frustrated with the whole experience, I said something like 'do I have to get a lawyer to get answers from you people?'
  A short time later I received a call from 'someone' saying that they were not going to service my vehicle and that it was in the lot, ready to be picked up.
  The issue here is that they had the car in their possession for 7 days. I have 18K miles on the car. In the 2 years I have had it I have driven up and down highway 82 and gone twice to Montrose. The car has never been out of my possession. I was told the 'skid plate is shredded, the battery has a bad dent in it and the transmission has a hole in it and is leaking fluid. It looks like it has been off-roaded'
  Having no confidence in them, I suspect the car had an accident at the dealership, because there is absolutely no chance that this kind of damage occurred without my knowledge. I have been stalled, lied to, put through emotional stress and inconvenienced by this whole situation, and the answer we get is 'we are not going to service your car.'

  Business Response

  Date: 12/06/2023

  The acquisition that we damaged her vehicle is completely false and the attached pictures are proof. Whatever damaged occurred happened long before we had possession of the vehicle. There is paint curling and chipping, dirt, and rust accumulation. If we had done this in the few days we had it, we would clearly be able to tell, as body damage that is fresh would look very different. I was surprised to even see Miss Huisman's car back in our service department as she recently submitted another BBB complaint.

  At this time, we can't continue on any work due to the damage to her vehicle and she has been instructed to pick it up. There is nothing else we can do at this time.

  Thanks,

  Michael Payne Jr

  General Manager

  970-237-4291

  Customer Answer

  Date: 12/07/2023

  Complaint: 20964499
  
  
  
  I am rejecting this response because:

  My statement regarding the desired outcome of my complaint, 'for the dealership to take responsibility for the damages', was an unfortunate one for which I apologize. However, the statement was prompted by a long series of inattentions (on the part of the service dept.) delays and evasions, translating into a lack of information FROM them regarding the status of the service and condition of my vehicle.

  I find it interesting that only after the BBB letter received by the dealership was I contacted (through the BBB) by the General Manager, Michael Payne Jr. He seemingly wasn't aware of what was going on in his service dept, as Randy (service dept mgr) apparently wasn't either. Over the phone he was very apologetic regarding my situation but didn't mention anything about any damage until I heard from him subsequently, making me consider he had no knowledge of what was going on.

   I had, during this current incident, called 'Randy' (the Service Dept Mgr) six times in a single day, starting at 8:30 am. At approximately 4:30 pm I was able to speak with him and requested an estimate for repair with photos of the damage. He replied he was working on it as we spoke and he would have it for me by the end of the day. He didn't, and the following day I heard nothing.

  Again I called and spoke with 'Rose', or 'Rosa' in the service dept. AGAIN I got the response 'someone will call you back', which they never did throughout this whole ordeal. I said something like 'what do I have to do to get information from you, go to the dealership and sit in your office until I get a response, get a lawyer, call the police? Shortly thereafter my husband received a call from 'Brianna' saying they would no longer be servicing the car and it was ready for pick up. Understandably confused, he asked 'why' and she said 'because your wife threatened to call the police'.

  I am dumbfounded that this is Mtn Chevy's Customer 'service'. Never have I felt more disregarded and disrespected by a service provider. And, to close, Mr Payne doesn't understand why I returned to his dealership for service after our first 'go around' with the battery replacement issue. I bought the car there, and felt it was implicit that they would take care of my repair needs, especially since the car is still under warranty. I honestly would rather have gone somewhere else, in light of the history of their 'uncaring' attitude toward me as a customer.

  I would be amenable to a 'sit down' discussion with Mr Payne over this whole event, in order to reconcile and shed light on what, from a customers point of view, are shortcomings in his customer care, mainly the giving timely information to customers regarding their issues, and a caring attitude, rather than a confrontational or uninterested demeanor while dealing with them. A visit to a dealership shouldn't be a stressful event.

  Thank you

  
  
  
  
  Regards,
  
  
  
  Cecilia Huisman

  Business Response

  Date: 12/07/2023

  Miss Huisman has never reached out to me as the General Manager. I can't know every single thing that is happening in the dealership at any given time, so I really on customer to call me directly or at least attempt to scheduled a meeting with me if they have issues in the store. Neither of which has happened, instead for some reason she felt the need to go to the BBB. I have not been given any chance to remedy the situation directly with the customer. Regardless, it sounds like the vehicle will be deemed a total loss, which is exactly why we stopped the work when we found the damage. This is our protocol with any vehicle that we find with concealed damaged from outside influence. Miss Huisman is welcome to call or visit the dealership to talk to me whenever she would like if she is interested in discussing the issue further.

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2021 Chevy BOLT EV in May of 2020. In September of that year a recall was issued for a possibly faulty battery that was in risk of catching fire. 21 months later the issue has not been resolved and we are getting NO information from the dealership, other than ít is being taken care of by VIN number. I feel I have been defrauded. I paid for a defective product and can't get the seller to accept responsibility. The value of my purchase has decreased because this issue has not been resolved

  Business Response

  Date: 07/11/2023

  Hi Cecilia,

  First, I hope you know that it was never up to Mountain Chevrolet on how General Motors allocated the Bolt batteries. Mountain Chevrolet is a privately own business and we have no control or say in what General Motors does. This complaint really should have been directed to Chevrolet and General Motors. 

  The good news is I checked your VIN and it looks like GM has released a batter to your VIN number in June! I will have my service team reach out to start the process to order your battery and get the replacement done!

  You are always welcome to call me directly at 970-237-4291 as well. 

  Best,

  Michael Payne Jr

  General Manager

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Cecilia Huisman

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I even begin? So the buying process was amazing. Patrick was very nice and helpful! But our experience made a quick turn for the worst. We had a few questions and had to take my 2016 Yukon back in a week later to get serviced. They ended up finding so much stuff wrong with my car that we have no clue how is passed inspection. The wiring harness was a mess and started melting to my exhaust. So after NOBODY calling us back to schedule an appointment to get it in we just took it down there. I raised hell and was tired of being treated like crap. So for them to shut us up they made blind promises. They never replaced my front bumper, re-tint my windows that I offered to pay for, replace my weather strips on both of my back doors like they said they would. They do not keep their word at all. I'm done with this place due to them being liars!! People started calling us back and treating us better after my husband sent an email to the owner. Chris is a good guy. Todd was nice but he didn't keep his word. Very disappointed in this place. We have got about $4,000 worth of work done on my car. We got a warranty through them and we were told that we would be reimbursed with proof. We'll we have the proof and once again these people have treated myself and my husband very poorly again. They told my husband to call back "tomorrow" to talk to management. I've called twice to talk to the lady in charge of the warranties, no call back the second time. I've sent and email and of course nobody replied. This place is terrible. They are a bunch of liars and rude and very disrespectful people. The reviews they have online say the same thing.

  Business Response

  Date: 08/25/2022

  I spoke with ****** on the phone at 11:05AM on August 25th 2022. I explained to her that the repair shop she used to service her vehicle should have called the warranty company to start a claim for any repairs that needed to be completed on her vehicle. Since she has paid the repair facility for the work already, I suggested she reach out to the warranty company for reimbursement. 
  
  I provided the contract number and phone number to reach ******* *******. I also provided my direct line so she can reach me easily with any other questions or concerns.
  
  

  Michael P**** ***

  Customer Answer

  Date: 09/06/2022

  Yes I agree but this issue still isn't resolved with my money. I still want to keep this case open!  Ive never had a warranty on a vehicle and i didnt kniw what to do. So due to nobody from Mountain Chevrolet returning my calls or emails, they should be held some what accountable in this matter. 

  Business Response

  Date: 09/06/2022

  ****** was given a copy of the service contract agreement when she took delivery of the vehicle. There are clear instructions in the contract on how the claims process works and the phone number to call. I do expect my team to call customers back in a timely manner, but we are only the seller of the service contract. The contract agreement is between the customer and the warranty company and Mountain Chevrolet has no part in the claims process. However, if the vehicle was taken to our service facility, we would have assisted in submitting the claim to the warranty company.

   

  Again, ****** has been given the contract number and phone number to the warranty company to get a reimbursement claim processed through them.

   

  Michael P**** **