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:02/12/2025

  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.

  I own a 2020 GMC ****** 1500 3.0L Duramax, which is still under the factory powertrain warranty. On September 9, 2024, my truck started running rough, and the check engine light came on. I brought it to **** Schmitt Chevrolet for them to diagnose why it was running rough and also do an oil change. I was told a fuel injector had gone bad. It was replaced under warranty, but when I picked up the truck, it was still running poorly. I returned it, and this time I was told my diesel fuel was contaminated with gasoline and that the repairs wouldnt be covered under warranty. Based on this claim, I was charged over $3,600 to have the fuel drained and additional injectors replaced. A fuel sample was taken by the dealership at that time. Even after these repairs, my truck still wasnt running right. It was later reprogrammed, but the issue only got worse. Less than a 1/4 mile after picking it up, it began knocking and squeaking loudly. I immediately brought it back, and after a few days, I was told the engine had failed and would need to be replaced at a cost of over $15,000again, not covered under warranty.I went ahead with the engine replacement just to get my truck back on the road. I picked it up on Feb 7, 2025, and drove it 80 miles home. Two days later, on Feb 9, I started it up, and the check engine light came on immediately. On Feb 11, a **** Schmitt employee picked my truck up from my home and drove it back to the dealership for more diagnosis. It was determined that the coolant flow control valve was now failing. This is a part that was removed and placed back during the replacement of the engine. The cost of this repair totaled $1867again, not covered under warranty. Meanwhile, my insurance company (****) had the original fuel sample tested by *************, which confirmed that there was no contamination. That means I was charged for unnecessary repairs based on a misdiagnosis, and after spending over $15,000, my truck still isnt running properly.

  

  Business Response

  Date: 02/24/2025

  Hello my name is **** **********. Service manager at ***************************************************** located at ***************************************. I can be reached at ************.

  Mr. ***** is a valued customer and we appreciate his concern and providing you the documents for review. 

  As you can see we have already assisted in cost assistance for these claims. We discounted the engine replacement -$2391.28. We also replaced the water control valve at no charge, I waved the $250.00 GM deductible as a goodwill gesture. He approved all the repairs in advance.

  ************** will not pay to replace an engine or any other item caused beyond a manufacture defect in material or workmanship. Gasoline mixed with diesel fuel can cause catastrophic damage. I consulted with GM field service engineering on this condition and was advised not to cover this under GM warranty. 

  I cannot provide you the reason the lab disagreed with our findings at **** Schmitt Chevrolet. 

  **** Schmitt Chevrolet cannot provide any further assistance at this time other than to provide warranty repairs in the future. 

  Thank you,

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

   

• Initial Complaint

  Date:04/29/2024

  Type:Order 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 would like to refunded for the amount of the vehicle. tive business practices are a violation of the ************************ Act, consumer fraud and deceptive business practice act. I am 100% positive I am not the only one for which they have used unfair, misleading, deceptive, and abusive practices on

  

  Business Response

  Date: 04/30/2024

  This customer has previously filed a complaint thru the Illinois ************************* and all information related to this complaint has been provided to the Attorney General representative. The dealership has not received any further correspondence, request for information, or feedback that the dealership did anything wrong from the Illinois Attorney General. The dealership follows all laws and strongly disagrees with the customer allegations of wrongdoing. We are confident that after reviewing the information provided, the Illinois Attorney General found no concerns or issues since nothing further came of the inquiry. The dealership has had several representatives speak to ****************** to clarify and understand all of the information related to her purchase at the dealership.  We also invited her to come into the dealership and review, in person, all information that *** not be clear over the phone. ****************** declined the offer to meet in person and filed with the Attorney General. At this point there is nothing further the dealership can do.

  

  Business Response

  Date: 05/10/2024

  As our previous response indicated, the customer has filed a complaint with the Illinois Attorney General regarding her concerns with her purchase. The dealership provided all documentation and answered the questions from the Illinois Attorney General.  The Attorney General has not required any further information and has not notified the dealership of any concerns related to this purchase. I am confident the Attorney General would have taken action if they determined there was any merit to ********************** claims.

  ****************** references "Truth in Lending, ************************ Act, and Deceptive Business Practices Act." in her complaint.  The dealership complies with all State and Federal laws and the offer to meet with ****************** was to clarify how the dealership was compliant in all areas as required by law. 

  ***************** claims the dealership went behind her back and made a separate agreement with CEFCU (Citizens Equity ******************* for her loan.  ****************** was very aware that we had arranged the financing thru CEFCU at the time of purchase.  All documentation for loan contract, license & title, lienholder etc identified CEFCU as the lienholder.  Additionally ****************** became a member of the credit union and opened an account with the credit union. She additionally made her monthly payments to CEFCU.  Her allegation that something was done behind her back is false. ****************** also claims the dealership used "unfair, misleading, deceptive and abusive practices" but has failed to show any evidence of those allegations. 

  ****************** indicates she will be reaching out to the news media and continuing legal action. As stated before, the dealership has not done anything unfair, misleading, deceptive or abusive. We will not be refunding the purchase price of the vehicle because we have complied with all laws. 

   

  Customer Answer

  Date: 04/30/2024

  Complaint: 21640719
  
  I am rejecting this response because: *********** knowingly deceived and mislead their customers. I'm sure I am not the only one who contract has been altered unknowingly. To go behind a customer back and make a separate agreement without their knowledge and have it say DO NOT EXECUTE THE ABOVE ASSIGNMENT is morally and ethically wrong. Of course I said I was not coming in to talk IN PERSON I sent my letter to REVOKE my POA and clearly stated I wanted ALL communications in WRITING. If the company didn't do anything wrong what the point of talking IN PERSON. They clearly violated Truth In Lending Act. I have my proof I need and will continue any LEGAL action. This company has violated the  deceptive business practice act federal trade commission numerous violation if the Illinois statues and codes. I will also be reaching out to news media. There are to be no alterations to ANY contract after the customer has left the building. Again is attachment that states DO EXECUTE THE ABOVE ASSIGNMENT and the the dealership and finance company have their own agreement. I will be sending the company an affidavit and also filing my paper work showing they have received my letter to revoke POA vis certified mail.
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/15/2024

  Complaint: 21640719
  
  I am rejecting this response because: this does not address the **** that the alleged contract was altered after I left the building which is considered fraud, misleading, and deceptive. Attached is the contract that I personally have which is clearly blank on the back compared to the one that they have and I've attached in the previous complaint. The contract that they have clearly states to disregard EVERYTHING in the contract and that the dealership and the financial company have their own agreement. I was unaware that there would have been a separate agreement and they are stating to not execute the "above" agreement and to disregard everything. This means I do not owe the alleged "total" amount due that they are trying to deceive and manipulating me into believing that I do. How can they disregard the total contract without my knowledge and still attempt to mislead me into paying something they signed off to disregard? This is fraud, and a violation of the business practice act. I am still seeking to receive the total amount of the automobile that they are attempting to steal from me after they disregarded the WHOLE contract without my knowledge.
  
  
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/15/2024

  Good Afternoon,

  As we have previously shared, ****************** filed her concerns with the Illinois Attorney General several months ago. The Attorney General was provided all information relating to this matter and has not raised any concerns with the dealership. The dealership follows all State and Federal laws and completely disagrees with ********************** allegations. If any laws were violated, the Illinois Attorney General would have notified the dealership.

  Because the dealership has done nothing wrong and has had the transaction reviewed by the Illinois Attorney General, there is nothing further the dealership needs to do.  ****************** is making allegations without basis of fact or law to support her position. Thank you for assistance in resolving this issue but the dealership will not be paying ****************** for her vehicle.

   

• Initial Complaint

  Date:02/05/2024

  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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My printout was for $1400 from kbb. I had the printout in my hand and your sales rep REFUSED to look at it or the offer from your competitor.

  I was lured into your shop when ******** ****** told me they pay above your competitors.

  She refused to look at my printouts from your competitors, thats the whole reason I came in.

  You obviously ignored that complaint over and over and only respond to poor customer service issues.

  I absolutely did kbb over 12 times some of the time with no damage sometimes I added fire/ flood damage even though my vehicle doesnt have it.

  kbb is a third party site I wanted to get a idea of what my 2012 focus was worth in excellent condition and also in scrap.

  The offer that I shared with the dealerships was $1400 and I have that printout. Its not my fault kbb shares results with you when I dont even want them to.

  All these prices were discussed over the phone when ******** called me over and over and over.

  I also had a printout of competitor offer and she refused to look at it after luring me in bc she said jack Schmidt beats all competitors.

  Refusing to look at a competitors offer after luring me in is bait and switch. Noone explained why I had to wait 40 min bc "it wouldn't print" until I complained online.

  one hubcap broke years ago is that why they are saying wheel damage? I didnt realize a $20 hubcap is considered wheel damage.

  Not sure why this is under repairs as a complaint as I will never trust this dealer to repair my car. It was repaired under auffenberg ford.

  I was very very clear to whitney what auffenberg offered me.

  I wasted a day of work coming in so ******** ****** would beat your competitor offer.

  About printing all Whitney said was "it wouldn't print" when I asked for a manager she said "it wouldn't print."

   

  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

  e"
  I have received several offers for $2000-2500 for a trade in and 1 PRINTED OFFER for $1000 by ford and $1500 for bommarito after they inspected the car in person.
  I have always disclosed that check engine light is on, jack Schmidt NEVER said anything about rust or the tires which DO NOT HAVE DAMAGE AND ARE UNDER WARRANTY.
  If jack Schmidt found wheel damage why was this not told to me???So its jacks Schmidt's policy to look at a car determine it has wheel damage and don't even tell the owner? The other two printed reviews from their competitors did not say anything about rust or wheel damage.
  
  Also the main reason for my complaint is I have been offered $1000 elsewhere and the sale rep was told that and I was assured that they would beat their competitor. The sales rep was RUDE did not let me talk to a manager and REFUSED to give me any type of printed offer.
  
  THE SALE REP ABSOLUTLEY REFUSED TO LOOK AT COMPETITORS OFFER AFTER LURING ME INTO THE SHOP.
  THIS IS BAIT AND SWITCH AND ILLEGAL.

  

  Business Response

  Date: 02/07/2024

  This customer posted an online review which I responded to in December. He was unhappy with my response and repeatedly uses the words lies, lied and bait and switch in his complaint to you. Please find attached the Kelly Blue Book dealership assessment.  On the left side is the customer assessment which is what the customer inputted for information about his vehicle.  On the right side is the dealership assessment and anything in green or highlighted is different than what the customer put in as the condition of the vehicle. As I previously explained that when my team evaluated the vehicle with a visual and driving inspection, several items were noted.  We actually have a machine called UV EYE that scans the vehicle and takes high resolution photos of the wheels, tires, undercarriage and sides of the vehicle. We utilize that machine when evaluating used vehicles. The day the customer brought his vehicle in the KBB website would not print a revised offer.  We only utilize the Kelly Blue Book tool, we do not own it or control it.  It is unfortunate that the revised offer would not print but our representative did explain the situation to Mr. *****. Mr. *****'s complaint to the BBB is labeled as "repair issues."  The dealership never performed any repairs to this vehicle.  We also have not sold Mr. ***** anything and have not purchased his vehicle.  Certainly there was no bait and switch.  Mr. ***** has indicated that he is quite unhappy with the dealership and has vented his frustration to the sales manager more than once.  The sales manager has repeatedly apologized that Mr. ***** felt like he was mislead . Mr. ***** indicated on his BBB complaint that he would like to be contacted by the business.  He has spoken to our sales manager, and I did leave a message for him yesterday but have not heard back.  Since Mr. ***** feels we did not treat him properly I am sure the best thing is for him to sell the vehicle to the competitors he mentioned in his complaint that offered him more money.  Our dealership is no longer interested in purchasing his vehicle. Thank you for your assistance in this matter.

  

  Business Response

  Date: 02/12/2024

  Mr. *****’s rejection to my response provides no information
  on how Mr. ***** thinks the situation should be resolved or what would make him
  satisfied. The initial BBB complaint our dealership received stated “Desired
  Settlement: contact by the business, None provided.”  Our sales manager, ***** *** spent over 10
  minutes on the phone with Mr. ***** on 2/5/2024.  ***** apologized we failed to meet Mr. *****’s
  expectations on the price we offered to purchase his trade in.  ***** reviewed with Mr. ***** that after
  seeing his vehicle and evaluating it in person, the value we could give was
  less than the KBB offer because there were items that were not inputted/disclosed
  by Mr. ***** when he put the information in the KBB portal. At the point of
  seeing the vehicle, competitors offers were not a consideration because the
  vehicle was different than initially described in the KBB portal. Mr. *****
  told ***** he would like to speak to me.
  I called Mr. ***** the next day and was able to speak to him
  on 2/10/2024.  Mr. ***** shared how upset
  he was with Whitney for not looking at the competitors offers and that she was
  rude to him.  I apologized if Whitney was
  rude to him and told him I would speak to her. 
   We would never want someone to
  feel a representative of our company was rude. 
  I explained again that since the information we initially received about
  his vehicle from KBB was not complete we needed to revise the offer after seeing
  and evaluating the vehicle in person. (Please see attached PDF with customer
  assessment and dealer assessment at the top of the page). Since the vehicle was
  not something we could sell of our lot based on its condition, the competitors
  offers had no bearing on what we would offer. If our team would have looked at
  Mr. *****’s competing offers nothing would have changed on what we believed the
  value of his car was.
  While on the phone with me, Mr. ***** indicated he has
  gotten bids from several dealerships including Auffenberg, Bommarito and ****
  ****** but he has not accepted any of their offers. Additionally in Mr. *****’s
  response to the BBB, he indicates he put information into the KBB portal over a
  dozen times and sometimes looked at estimated values for his vehicle in excellent condition, fire & flood
  condition and scrap condition. This would likely have generated several offers
  with different prices and had several dealers responding to Mr. *****’s KBB
  requests.
  In reviewing our records, it appears Mr. *****’s initial
  call with the dealership was on August 1, 2023. 
  Please see our attached phone log that searched for Mr. *****’s phone
  number from June 1, 2023 to February 12, 2024. 
  You will see that he had 5 phone calls with Whitney about his vehicle in
  August then no additional phone calls until November 30 2023. Mr. ***** states
  that Whitney “called over and over and over” in his rejection of our
  response.  Our phone records show a total
  of 5 phone calls made on  August 1, 16,
  18, 29 & 31 that were each 3 minutes or less. The next phone call with Whitney
  was 11/30/2023 and then again on 12/1/2023. The phone log attached will confirm
  this information with exact dates and times.
  Mr. ***** alleges this was bait and switch.  Certainly there was no intent to mislead on
  the part of the dealership, things simply changed once we evaluated the vehicle
  in person and recognized there were more issues with the vehicle than Mr. *****
  originally disclosed to KBB. We have not transacted any business with Mr. *****.
  We did not purchase his vehicle and we have not sold him anything. Mr. ***** said
  he has received many offers for more than ours from other dealerships so it
  sounds like he has options to sell his vehicle. I have apologized and obviously
  cannot go back and look at his competitive offers he wanted us to review.  Based on Mr. Loer’s BBB correspondence and
  phone calls with myself and the manager, I don’t believe the dealership can do
  anything further for Mr. *****.

  Customer Answer

  Date: 02/13/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: After playing phone tag numerous times. I finally spoke to the sales manager. I do NOT accept her response about the reason I was lured into the shop in the first place. Everything else she's apologized for and I accept. 

   

  But the main reason for my complaint she obviously will NOT apologize for. I put my car into a 3rd party valuation site and went to TWO of their competitors and was given a printed counter offer from jack Schmidt's competitors AFTER they inspected my car in person. I told the sales associate this and she said numerous times to bring in their offer  and jack Schmidt would beat it.

   

  The sales manager keeps wanting to talk about the kbb offer and change the issue to my complaints about my bad experience, like looking up phone call logs. Does that 5 times include the times I hit "ignore" on my phone? Doubtful but anyway I accepted the apology about all the issues except:

  "Jack Schmidt sales rep told me they would beat a printed offer from their competitor." The manager responding here we discussed this the bulk of the conversation but she keeps wanting to talk about kbb. Telling a customer you pay higher than kbb value is one thing....telling a potential customer that you will beat a printed offer from your competitor AFTER your competitor valuated the car in person is a completely different thing.

  I have been very clear to everyone I spoke to from numerous companies im not desperate to sell this car, that is why im highly annoyed after explaining this to a human being my printed competitor offer is not even looked at.

   

  If they will admit they should of not told me they beat competitors printed offers than I will accept the apology.

   

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:11/27/2023

  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.

  We bought a used 2017 ***** Silverado from them in September with about ***** miles on it and no check engine light on. About 2000 miles later the check engine light comes on so I stop at autozone and its showing code p219a. **** ********************** told us over the phone Just to drive it until they could get it looked at the following Monday. We didnt feel comfortable driving it because the check engine light was on. So we took it to them and they got it looked at immediately. Check engine light was turned off by them. They said they drove it 20 something miles and added fuel stabilizer. So they got the check engine light off. 2000 miles later check engine light is back on with the same code. We call jack *********************** they say bring it in so I do. I get there and check engine light turned off before I got there. Also, they dont do loaner vehicles they say. So Im supposed to figure out how to get to work and back if I want to leave my disabled truck with them. On my way to work this morning the check engine light starts blinking at me. Jack ********************** keeps giving us the run around. I need transportation to and from work which they wont provide. My $29500used truck I just purchased from them is unreliable. I just want my money back. I wanted it back the first time the check engine light came on. Im even ok buying a new truck from them but I dont think I should just eat the cost of this unreliable truck.

  

  Business Response

  Date: 11/30/2023

  ***** & ******************************* purchased a 2017 Silverado with ****** miles on it on September 7,2023. The purchase price was $27,152.74 plus taxes and fees. (page 1 of the attachment is a copy of the bill of sale). The customer was provided at no additional cost a 3 month or ***** mile warranty. (page 2 of the attachments).  Additionally, the ************ were offered additional service contracts for purchase that would cover future breakdowns or repairs and they declined to purchase any extra coverage. (Page 3 of the attachments). On September 28th the ************ brought the truck to the service department with concerns of the vehicle running rough as well as the check engine light being on the dash. The service department diagnosed and confirmed the code set in the truck's computer was P219A, indicating an air-fuel ratio imbalance.  The tech ran fuel injector cleaner thru and test drove the truck approximately 21 miles.  The result was that the truck was running smoothly, and the check engine light was off. The truck had ****** miles on it when it was brought in for repair. (page 4 & 5 of the attachments are the completed repair order and the computer report on the diagnostic trouble codes).

  On November 27,2023,at 8:40 ************************* sent an online chat thru the dealership website indicating she wanted to reach either *********************** or the service department. The message was given to ***********************. **** had Les Furl contact *************************. ************************* indicated to Les that the check engine light had been flashing when her husband drove to work that morning but that the light was currently off.  *** explained that we would need to diagnose the truck but if the light was no longer on, the dealership would need to keep the truck and drive it to see if the light would return and set a code for the technician to investigate. ************************* requested a loaner vehicle.  The dealership does not have loaner vehicles.  If a customer has a warranty repair, the dealership reserves a vehicle thru the Enterprise, Budget or Hertz local offices. ************************* didn't want to have to pay for a rental vehicle. On November 27 at 12:46 PM, ************************* texted *********************** and indicated that she did not want to leave the truck at the dealership for diagnosis and have unwanted miles put on the truck not knowing if the light would return. Additionally she indicated that she was not interested in paying for a rental vehicle. She said they were looking in to purchasing a new truck and trading the 2017 Silverado. She corresponded with **** and identified a truck that the ************ would be interested in.  On Tuesday November 28, ***** *** (the salesmanager) and *********************** called ************************* about the new Silverado.  This particular Silverado had a sale price of $10,500 off  the MSRP.  ************************* felt that they were entitled to an even larger discount because of the check engine issue on the 2017 Silverado. ***** explained that was the best price on that truck and that it had been in inventory the longest so it was priced below market value. At some point ************************ began speaking and he was upset and unhappy with the numbers.  ***** tried to explain that if there was a different truck on the dealership lot they would rather have that didn't have a sale ********************** would be glad to look at a similar discount. ************************ cursed, yelled, and hung up.  Based on **************************** reaction I don't believe the dealership will be able to satisfy him.

  The 2017 truck we sold the Gustavisons now has approximately ****** miles so it has been driven 6000 miles since the purchase.  The dealership has been notified of an intermittent light on the dash but believe that the truck has not been broken down or unusable so I would disagree with the term that we sold an "unreliable" truck.  We invite the ************ in to the service department if the light returns on the dash for diagnosis.  If they don't want to leave the truck, if the light comes on during our working hours, if they would call Les Furl in the service department, he will be glad to get in right into the shop for diagnosis. 

  Based on *************************** reaction to my sales manager and sales person we won't be working any further to trade to a new truck.  It is clear we will not be able to meet the customer's expectations.

  Please let me know if you need any further information. Thank you for your assistance.

  ***** Schmitt ********

• Initial Complaint

  Date:05/20/2023

  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.

  The business did refund the cost of the unnecessary service.  The dealership claims to ascribe to a service schedule for severe vehicle use/operation.  they cite information from the ******** dealership network in Madison, Wisconsin which attempts to inform/educated their customer base in the form Frequently Asked Questions for the harsh Wisconsin winter weather. Madison Wisconsin has significantly different weather than the St Louis Metro region and prescribing maintenance based on those conditions is inappropriate. Unnecessary maintenance is a waste of people's money and contributes to the global environmental issues. 

  Further I believe Jack Schmitt Chevrolet is preying on the Scott AFB military community.  Frequently Scott AFB military personnel deploy for extended periods of time and their spouses/significant others are faced with ensuring vehicles are maintained in the military members absence.  They may not know to consult their owner's manual for appropriate maintenance and rely on the Service Advisor for recommendations.  Many of these personnel are living paycheck to paycheck and unnecessary maintenance significantly impacts their budgets.  

  If Jack Schmitt Chevrolet wants to recommend services based on severe operating conditions, then they should do a better job of querying the customer prior to recommending additional services.

  Thank You

  he transfer case.
  Jack Schmitt Chevrolet is engaged in deceptive business practices lying to customers about service intervals, recommendations, and requirements that are not in accordance with the manufacturer's recommendations.
  I was charged $139.95 plus tax for this unnecessary service and want a refund for the service amount.
  Attached are the workorder and the GM service interval recommendation table from the owner's manual.

  

  Business Response

  Date: 06/08/2023

  Full refund issued.

  We respectfully refunded the customer for the maintenance performed after explaining and reviewing the GM maintenance schedule. 

  This decision was made in the interest of customer satisfaction. 

  Thank you,

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

• Initial Complaint

  Date:02/24/2023

  Type:Product 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 purchased a work van and have had nothing but problems with it. It’s been to the dealer 6 ***es for issues and repairs. I asked for a refund but they said they can’t do that. I would like a refund so I can purchase a reliable vehicle somewhere else for my work. My van is back at the dealership at this ***e. It stopped running and I had to use my *** and I had to pay to get it towed. I’m only seeking a refund.

  

  Business Response

  Date: 03/03/2023

  The customer has an extended service agreement that may cover the repairs at no charge to the customer.  Our service manager, **** **********, spoke to the customer and needs authorization from the customer for tear down and diagnosis before we could call in a claim to the service agreement company.  The customer asked **** *********i to have our ******* ***** *******, *** ****** to contact the customer.  *** has left voicemails for the customer but has not heard back.  Until we hear from the customer, we cannot go any further about either repairing the vehicle or trading the customer to a different vehicle.

• Initial Complaint

  Date:01/11/2023

  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.

  Complaint: 18724702
  
  I am rejecting this response because:
  

  You replaced the windshield washer fluid cap for free??? You broke it off and didn't even notice in your "quality check" this service department is a joke.
  
  My truck never had an issue with losing coolant until your mechanic worked on it. I've discussed the situation with three local dealerships and every single one said they've never seen this happen in a forced regen. I also had the old radiator tested and the only damage to it was from the removal from the truck. Also it's a bit concerning that someone threw green coolant under my truck when I wanted to see the damaged radiator but my truck doesn't even take green coolant. I've seen multiple ******** reviews about your mechanics leaving coolant hoses and clamps off and cars overheating after being worked on in your shop. 
  This is whole situation is unacceptable and I refuse to have you continue to talk down to me like you have every single time I've had an encounter with you.  I've tried to be understanding and give you a second chance but obviously I should have towed the truck out of there the minute you started acting concerned that another dealership was going to double check your work. Upon further inspection of the vehicle we have found multiple lines unhooked and not in their proper places as well. This dealership loves to gaslight people and is beyond unprofessional. 
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/12/2023

   

   

  Mr. ******************* ****** his 2015 Silverado HD2500 in for a service engine soon message to be diagnosed, 12/30-2022 @8:02am. ************** also provided us his extended warranty company contact information. This is the first service visit to our dealership on this vehicle.
  During the initial consultation we noted the vehicle had an open safety recall. At first ************** declined this service but after speaking with ***************************** he approved us to perform this no charge safety repair.
  We obtained Mr. ****** approval to perform repair and diagnoses. We also obtained his verbal authorization to have one of our diesel expert technicians at ************ location to perform the repairs because out main shop was understaffed. We quickly transported the vehicle and the recall parts to have our diesel technician begin the repair.
  We began diagnoses at 8:52am and comprised and parts and labor estimate to fix the main condition. The indirect injector for the emission system failed triggering engine codes P0420 and P2463.
  The claim was called into the customers extended contract company and the claim was declined for not being covered. We then obtained Mr. ***** approval to repair over the phone and a firm price quote was given,12/30/2022 approximately 9:47am, $830.00. Parts were not available and we advised it could be 3-5 days of delays.
  On 1/5/2023 @ 1:07pm our technician installed the indirect diesel exhaust fluid injector. We took the vehicle on a short road test and then performed the required particulate filter system regeneration procedure in the dealership parking lot. As the regen was being performed the technician could smell the odor of coolant coming into the cab of the truck. The regen was successful. We noted coolant leaking from the center of the radiator area. We informed the owner of the coolant leaking, called the claim into the extended warranty company and it was declined for a non-covered repair.
  *************************** was rightfully upset over the non-related repair condition. She met in-person with ***************************** in front of the Silverado. We looked at the condition of the vehicle and she had ************* on cell speaker phone. The radiator replacement estimate was $1600.00. I made a goodwill offer for the customer to pay for the part, $563.70, and our shop would install the radiator at no charge and supply free engine coolant,over a $900.00 value. ****** quickly accepted the offer and ********************* hand. We exchanged cell phone numbers and all communication was done via text to avoid any miscommunication.
  We completed the repair on 1/9/2023 @11:17am. The vehicle was road tested and a quality check was performed. We road tested the vehicle 30 miles to make sure the service engine soon light did not return and the coolant level stayed full. The vehicle was picked up by the customer on 1/9/2023 midafternoon.
  On 1/11/2023 ************************* came back to the dealership;she noted the coolant level was a little low. She also noted the windshield washer tank cap was missing. I consulted with our diesel technician, added some coolant to the reservoir and looked for visible leaks, none noted. I also installed a washer cap at no charge. She also stated the service engine light returned. I performed the engine code scan, code P205B was set, not related to the repair we made. The codes P0420 and P2463 did not reset. Clearly the vehicle has multiple conditions and needs further repairs.  
  *************************** sent me a text message indicating some type of a fluid leak on 1/11/2023 @4:20pm. I offered her to return and we would inspect our work at no charge.  
  We warranty all of our repairs for 24 months.We will also take care of any errors caused by our technical staff. We cannot guarantee that other parts of this complex vehicle may not have failures.  
  
  

  Customer Answer

  Date: 01/23/2023

  We have come to an agreement with the dealership that we are happy with and would like to resolve the case with you.
  

• Initial Complaint

  Date:08/11/2022

  Type:Product 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 bought a car at Jack Schmitt Chevrolet with promises to fix a missing part on the front bumper and to fix some interior damage, a hole in the lining of the passenger door, and to provide me with a second set of keys (on paper, not just by mouth). They told me it would be 2 weeks when the piece came in and they would do the work all at once. This was 6 months ago with documentation of promise to fix plus multiple texts messages back and forth, plus contact with the manager to no avail. I even attempted to trade the car if they weren’t able to hold up their end of the deal but they offered me a trade value lower than any other dealership in the area, again I have proof of that. I also was told my trade in value would be higher if the promised fixes were completed. My biggest concern is that if these fixes are not corrected, it will allow further damage to happen faster than typical. Also, because they kept promising me it would be fixed and I kept waiting the value of the vehicle kept going down. Had I know it wouldn’t be fixed I would have attempted to trade it sooner or not purchased the vehicle to begin with, therefor allowing for a higher trade value. I do not feel that it is fair for me to lose money to obtain a vehicle in proper condition while the dealership benefits from my loss. I believe at this point I should be refunded the entirety of my purchase so that I can go elsewhere to purchase a fully functioning vehicle that is safe for my family. At this point it’s more than just the fix. I’ve lost time and value in my vehicle.

  

  Business Response

  Date: 08/29/2022

  I am responding to complaint ID ********.  Our customer, ***** ******, purchased a used **** ******** from our dealership on 2/4/2022 WITH 72696 miles on it.  I have attached the "We Owe" slips that are utilized when a customer is due something outside of the purchase date.  You will see that one "We Owe" indicates that a fog light assembly is owed as well as a repair for a tear in the passenger door. For some reason there is a second "We Owe" that indicates the fog light assembly, the repair in the tear on the passenger door and a replacement battery for $232.66.  These documents weren't signed by anyone at the dealership nor were they dated.  We have this form so that we can take care of customers and give them anything that is owed as part of their transaction.  Apparently our process was not followed which would have been that the salesperson (**** ************) would have the "We Owe" signed by a sales manager and then take the form to parts, service or whatever vendor would be completing the work to schedule an appointment with the customer.  Ms. ******'s salesperson did not follow through.  When the dealership became aware of Ms. ******'s complaint thru social media on 8/12/2022, **** couldn't provide any details on why he didn't follow the process and said that he thought he talked to one of the managers but he didn't have any details. Clearly we had a break down in our process.  I did review our phone logs at the dealership and searched for Ms. ******'s phone number.  I found no phone calls of Ms. ****** calling into the dealership and speaking to anyone.  Ms. ****** must have been communicating with **** directly on his cell number. We have the "We Owe" form so that we can take care of customers.

  When I became aware of Ms. ******'s complaint on social media, I had **** Hartmann, our salesmanager reach out to Ms. ****** immediately.  He apologzed for the situation and invited her to bring her ******** in to complete the items we owed her.  In reviewing our records, we found that the salesperson had requested a check be mailed to Ms. ****** for the battery reimbursement. Our check # ***** in the amount of $232.66 was cut to Ms. ****** on 5/17/2022 so that item on the We Owe form is completed.  **** set up a loaner vehicle for Ms. ****** to bring in the ******** for the other 2 items.  Ms. ****** brought the ******** in on 8/15/2022 and the tear in the door panel was repaired by an upholstery vendor  and the fog light bezel was installed.  Additionally, as a good will gesture, we provided an extra key and fob, as well as replaced both headlamps at no charge to Ms. ******. She picked the ******** up from our service manager on 8/15/2022.

  On Saturday night 8/20/2022 Ms. ****** texted **** ******* and said that she was unhappy with the repair of the door panel.  **** requested she send him pictures so he could see what she was talking about. Ms. ****** sent the pictures to **** on 8/26/2022.  The upholstery vendor said that he would be unable to correct the customer's concern.  **** went to our service and parts department this morning, 8/29/2022 and they are investigating parts to replace the panel.

  We are honoring everything on the "We Owe" slip from Ms ******'s purchase plus have paid for additional items to express our apologies. Ms. ****** indicates in her complaint she will only accept a full refund of the purchase price.  The 2 items she was owed have nothing to do with the performance or reliability of the vehicle, they are cosmetic items.  Additionally Ms. ****** has driven the vehicle over 11,000 miles since her purchase. Clearly the vehicle has been usable and is  being driven without issue. We would not consider refunding the purchase price of the vehicle.