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:04/25/2025

  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.

  Diagnosis I took my vehicle in there. Had a toad in there on Monday and now it is Friday. It was on a 48 hour date to be fixed or looked at and still it's no Friday and I still don't know anything about anything. The car is still sitting there. I need my car. My daughter has missed work for the last week. Because she has no right to work. I call there and I do get answer machines or somebody text me anything. All they text me is that they don't know when that they don't have enough technicians to look at the job. If this was the case why did they accept my vehicle in the first place? If I had known this, I would've never sent my car to **** ***** in ********** I would have sent it somewhere where somebody could have looked at it by know. I need to know. When they are going to be able to look at it or if they cannot look at it. I paid a $150 for a toe there from a toe company. If they cannot look at it, please send the car somewhere else then pay for it because I've done spent my money to have. But toad in there to have it worked on and they don't have time to even look at it. I would like for somebody to tell me something about what to do with my situation. I need the car because I'm moving to ********* Monday. I cannot sit here and just wait and wait, wait. It's like going into a hospital and haven't surgery? But they don't do it on Monday. They don't tell you when they're going to do it Friday Rose around and you still don't know when they're going to do surgery on yet. I mean this is ridiculous. This is not a good customer service.

  Business Response

  Date: 04/28/2025

  To whom it may concern:

   

  The timeline of events is exactly as the customer explained them to be. The customer did have the vehicle towed in to us and dropped the vehicle off in the night drop box. The explanation of the vehicles current state is that it has a new engine (replaced by the customer) and that it has power but will not start. This explanation and general scope of work requires a more seasoned tech to complete. 

   

  At this point I can offer to get the vehicle diagnosed by the end of the day Thursday based on our qualified techs current work load. OR I will cover the cost to tow the vehicle to another repair facility of their choice within 15 miles.

   

  I would agree that our level of communication should have been better. If the customer would like to communicate with me instead I would be happy to correspond through email. OR the service managers email is ******************* and his name is *****. 

   

  Thanks

  ***** Snyder 

  Andy Mohr Chevrolet 

  General Manager 

• Initial Complaint

  Date:04/15/2025

  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.

  BOUGHT MY CAR ON 1/24/25 AND HAD A HASSTLE WITH THAT DIDN'T EVEN GET TO PICK OUT THE CAR I WANTED. TOOK IT IN APRIL 7TH FOR OIL CHANGE AND DROVE IT UNTIL THE LIGHT CAME ON ON DASH AND I TOOK IT INTO **** **** GARAGE AND THE MECHANIC DID NOT PUT THE *** ON TIGHT AND OIL WAS SPILLED OUT ALL OVER THE ENGINE. I TOLD THEM I DID NOT WANT THE CAR I WANTED A DIFFERENT ONE IN CASE OF ANY PROBLEMS AND THE MANAGER AGREED AND TOLD ME IT WOULD EXCHANGE IT I PICKED OUT THE CAR I WANTED AND EVERYTHING AND WAS TOLD TODAY I WAS BEING CHARGED FOR DIFFERENCE ON THE CAR I WAS TRADING AND NOW THE CAR IS AROUND ****** AND I CANT GET CREDIT ON IT. I THINK THEY DID THIS JUST SO I WOULD BE STUCK WITH THE CAR I BOUGHT IN JANUARY. I THOUGHT I SHOULD BE CREDITED FOR ALL MY TROUBLE AND HASTLE. EVERYTHING WAS OK TILL THEY FOUND MY CREDIT SCORE HAD DROPPED AND I HAD TURNED OVER SOME CREDIT CARDS OVER TO BEYOND FINANCE TO GET A BETTER HANDLE ON THINGS ALL OTHER PAYMENTS ON VEHICLE AND ALL OTHER LOANS ARE CURRENT I THINK THEY JUST DIDN'T WANT TO HELP IM *************************************************** I HAD BEEN GOING THERE SINCE I WAS 18 AND WAS CALLED A LOYAL CUSTOMER. THEY ARE A JOKE AND VERY POOR ON CUSTERMER SERVICE PLEASE HELP

  Customer Answer

  Date: 04/16/2025

  ***** **** the sales manager said on 4/12 he didn't blame me for not wanting the truck with all the oil over the engine and he would trade me for another vehicle.  i had  trouble even buying a vehicle in January.  the salesperson just ask me on what color I wanted never got to pick, drive or anything   I was there for over 6 hours, the salesperson end up having another customer and never showed me anything about this vehicle.  I had to come back to service just to find how to handle my vehicle.  I didn't like the color, and the vehicle wasn't even cleaned out. when I took it.  I was so upset I just sign those papers and got out of there.  Call this ***** **** and told him of this situation and he offered me first months payment.  then I went for my first oil change and this was the final draw on this unit. Everyone  said the same thing they wouldn't keep this unit now.   Then yesterday when I had to pick up the old unit  he told me I had a ******* warranty that I paid for.  It would have been different If he would pay for it and refund me the ***** for coverages and or replace the vehicle with the one I wanted   thank you for your help 

  Business Response

  Date: 04/16/2025

  To whom it may concern:

  ****** ******* is a long term customer of ********************** and I would prefer to keep it that way but I also understand her frustrations. When she came in to purchase her vehicle she was given options based on inventory that we had here on the lot. She chose the unit she purchased and took delivery at that time. I understand that this was not her first color choice but she did choose this color. 

   

  Upon bringing her car in for an oil change the oil cap was left loose on her car causing some of the oil to spray in the engine bay. Upon driving it this way it caused the engine light to come on. She brought the car into us and we performed an inspection on the vehicle. During the inspection we cleaned all the oil up and performed another oil change to be sure everything was operating as it should be. ****** did not want to keep the vehicle so we told her we would help her trade out of it. When we were working out the details of trading her out of it we structured the deal similarly to how it was structured just a few months ago when she bought it the first time. We agreed to contingent figures with ******. We then sent it to the bank and re pulled credit which is what was required to obtain a new loan. At this point we realized that her score had dropped due to credit consolidation for some credit cards that she has as she mentioned. We would have been just fine if the approval would have come in similarly to her last approval she had months prior. 

   

  Her solution is no problem. The mistake on our behalf did not alter any of her manufacturer warranty. So she has a warranty on her vehicle for 3 years ****** miles bumper to bumper and 5 year ****** on the powertrain. I would be happy to take care of a few additional oil chagnes for ****** as a way to extend my appologies. Along this process I also instructed another manager here to cover a payment for ****** due to her dislike of the process and being unhappy overall. 

  If you have any further quetions or if ****** would like to reach out to me she can via my email I will list below. 

   

  Thank You 

   

  ***** Snyder 

  Andy Mohr Chevrolet 

  General Manager 

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

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *******

   

  they didn't exactly tell the truth I did not pick out this car it was brought to me and I never saw it till I signed paperwork.  they said they had in cleaning it up, and I got the color I wanted.  not true,   I think they pry on older women and take advantage of them.  I also had a co-signer and they denied it too.  They were going to charge me over 54, 000 for a unit half that price.  they made it so high no bank or finance company would take it.  they were also putting the amount of the vehicle that was  ruined and charging me for the lost and it wasn't my fault.   I told them I would take the ***** debit in the vehicle I traded to get this unit but I shouldn't be held responsible for the unit they ruined .  They figure I am old and I didn't need that other car I guess, but I didn't get the chance to find a unit I wanted the first time I had it chosen for me.  

  
  

  Customer Answer

  Date: 04/17/2025

  To whom may concern,  I have not lied about any of the experience I have dealt with on purchasing this car.  ***** **** was aware of everything that went down, and **** a Sales ****** had to train me on that car when I came back in service cause no one showed me anything.  ***** **** even offered me a check for the first months payment for all  the stuff that had happened to me that day and apologized.  Then he was the first ****** I talk to about the oil change that went terrible when the mechanic didn't put the lid on oil cap,  I heard he was fired and **** ******* service *** said he should of never been working on my car he had made all kinds of other errors.  ***** **** said he didn't blame me for not wanting that car and he would exchange it out for me and he would take in that car.   Granted my credit has taken a ding but all my payments on all my bills except some credit cards are in default due to going to Beyond Finance to get my financing in order.  I also had a co-signer that didn't even get all her information so I could get the car,  I think they just took advantage of the situation and my age and I'm a woman.  I am still a working woman and work full time and have been with this company for 35 years.  I have no reason to lie about any of this.  I have been going to **** **** since I was 18 and I am now 72 and I don't consider a valuable customer anymore like they said. I have in all the years sent them many customers and they have in turn bought several units from them,  not so sure any more.  thank you for listening to me.

   

  Customer Answer

  Date: 04/22/2025

  I was just wondering where we are at with this complaint.  I know you responded back with me real quick and now its been awhile.

   

  thank you 

  Business Response

  Date: 05/05/2025

  Her solution is no problem. The mistake on our behalf did not alter any of her manufacturer warranty. So she has a warranty on her vehicle for 3 years ****** miles bumper to bumper and 5 year ****** on the powertrain. I would be happy to take care of a few additional oil chagnes for ****** as a way to extend my appologies. Along this process I also instructed another manager here to cover a payment for ****** due to her dislike of the process and being unhappy overall. 

  If you have any further quetions or if ****** would like to reach out to me she can via my email I will list below. 

   

  Thank You 

   

  ***** Snyder 

  Andy Mohr Chevrolet 

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  this response hasn't changed from the last one,  I bought the warranty on the car, they did not give it to me I paid for tires, warranty, gap, and whatever else they got me for.  if They want to warranty my car for no engine problems for loosing the oil on there mechanics neglect on my first oil change.  Also they pointed out they detailed my car, which was another lie, I cleaned it up myself, the only thing they did was download a *** ***** Radio Station.   **** **** has became quite the liars, maybe especially to older generation because maybe they think we can't remember things,  but I have remembered everything that I was told and I was told he would take the car back and give me another unit, i picked out.  I picked another unit out little higher the mine, and wouldn't have mind paying the difference, but they tried getting me for the first car I traded and  for the one they damaged and I shouldn't have been charged for that, that mechanic was fired but it should of been the garages fault not mine.  Also my sister got a reply back on Captial one finance saying they would finance her a car for ****** or more and I was told she didn't qualify for the co signer.  which is another lie of theirs.  I travel at least 1 hour to work and 1 hour and a half home, i put lots of miles on my car due to location, so I worry about the engine crashing just after the ****** mile marker.  the one I traded in just turn ******* and ran fine, not so sure about this one now  I take good care of my cars and have gone thru **** **** for over 50 years and gave them all kinds of customers before, but not anymore    I think they owe more than just a few oil changes and a months payment on my car.   **** **** can't be trusted anymore.

  thank you 
  
  Regards,
  
  ****** *******

  
  

• Initial Complaint

  Date:06/27/2024

  Type:Sales and Advertising 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 was interested in a used car. I had a text conversation with *******. I explained I had about 10k in negative and a credit score between ******* or lower. My travel time to the dealership would take an hour. I asked if I should fill out a pre-approval credit application before driving there. She responded with this text message. Yeah absolutely! We do work with all credit types here including those coming out of bankruptcy so that's not a problem. As for as your Equinox, we have been offering higher amounts for trade ins since we've been experiencing a higher demand for used vehicles. So you may not be in as tough a situation as you may think! The online estimates are typically pretty low and in some cases we have been able to offer thousands more than what was quoted online. We really would just need to see it and it only takes about 20 minutes for an accurate appraisal. All in all the potential is there and I'm confident we can get something worked out!So i drove to the dealership, was there 1.5 hours and their offer on a trade in was over 1k less than quoted online. I feel this is a very deceptive business model and need to stop. With her experience she should have known this wasn't possible or at least had me do a pre-approval app.I would like an apology in writing from the Dealership and have them be more honest with customers and stop wasting their time

  Business Response

  Date: 06/29/2024

  ************ apologize for the experience that you had here with us. This is not the experience we want our customers to have. 

   

  I would prefer to communicate via email with you. My email is ********************

   

  Thanks

   

  **********************;

   

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Subject: Concerns Regarding My Recent Experience at Andy Mohr Chevrolet and BBB complaint.
  Dear ****************
   I recently visited Andy Mohr Chevrolet in **********, and unfortunately, my experience was less than satisfactory. As a potential customer, I believe its essential to share my concerns with you.
  Deceptive Business Practices: During my interaction with Destiny, she assured me that Andy Mohr Chevrolet works with all credit types, including those coming out of bankruptcy. She encouraged me to visit the dealership even though I have poor credit and negative equity. I clearly made this known to her. However, upon arrival, the situation changed drastically. The online appraisal for my 2019 Equinox was $16,500, but the dealership offered only $15,000. Furthermore, I was informed that I needed to put down $10,000 to proceedan option that was not feasible for me.
  Time Wasted: I spent over two hours at the dealership, including time with a salesman, filling out forms, and taking a test drive. Plus 2 hours of travel time. Unfortunately, this effort yielded no results due to the unrealistic down payment requirement.
  Lack of Pre-Approval Process: Destinys failure to recommend filling out a pre-approval credit application before my visit was disappointing. As an experienced salesperson, she should have recognized that my situation wouldnt align with the dealerships terms.
  Customer Expectations: ********************** should know that customers with bad credit and negative equity face challenges securing financing. Clear communication and realistic expectations are crucial to building trust with potential buyers.
  I would prefer to have chat via a phone call, which is much more personal than email. Why won't you take the time to chat?
  In conclusion, I would like to urge Andy Mohr Chevrolet to improve transparency, streamline processes, and better manage customer expectations. By doing so, you can create a more positive experience for all visitors.
  Thank you for your attention to this matter. I hope my feedback contributes to enhancing the dealerships practices.
  Sincerely,
  *********************
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:05/14/2024

  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.

  02-16-2024 I purchased a used truck. Did everything I was supposed to do. I thought? After, signing the papers. I no longer felt my salesman was on my side..? Even to the point. I,don't even want to call in the office and talk. I've recently tried to communicate my concerns, without any calls from a manager. I was sold a truck with one set of keys. And was not informed of this matter until I signed all of their paperwork. Asked for another set before leaving... ****** ignored me and told me to enjoy.....I would like a factory key fob and 2 keys, because the only one they gave me is bent!

  Business Response

  Date: 06/05/2024

  I would prefer to communicate directly with the customer. I can be reached at ******************** or by calling ************. I did make an attempt to reach the customer after the complaint was filed and was unable to make contact. 
  

  Thank You 

  **********************;

  Andy Mohr Chevrolet 

  General Manager 

• Initial Complaint

  Date:03/14/2024

  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.

  I purchased a vehicle a week ago and get to find out the engine its damaged. dealer doesnt want to do anything about only option was to fix it with me paying a deductible. I dont want to proceed with a law suit I just want resolution.

  Business Response

  Date: 03/14/2024

  To whom it may concern:

   

  The customer was offered a warrnaty when he was in the finance office and decided to decline. The customer also signed multiple "AS-IS" statements when they signed their paperwork. The car did not have an issue when it was test driven and purchased. A manager of Andy Mohr Chevrolet offered to assist in the total repair cost and the only solution for the customer was for 100% of the repair to be paid for by the dealership. If the customer is willing to contribute in the repair cost of his vehicle I would be happy to speak with him. 

   

  Thanks

   

  **********************;

  General Manager 

  Andy Mohr Chevrolet 

• Initial Complaint

  Date:02/16/2024

  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.

  On 10/11/23, my family and I went to the Andy Mohr Chevrolet *************. We told the salesman(******.), our budget and he tried to show us cars out on the lot. Unfortunately, the cars he tried to show us were out of the budget. When we were ready to go he told us that there were cars that were in the back that would be in the budget. These cars were recently traded in going to auction. This should have been the first red flag. The cars would be sold as is and they were not checked by their mechanics or cleaned. The second red flag. My family and I were about to leave for the second time. He came back a while later to inform ** about a 2011 Dodge Avenger. We asked him about the the condition of the car and he essentially admitted to knowing nothing about it, other than he was able to drive it from the previous owner a home to the dealership. I should note the 3rd red flag was when the salesperson did not provide a Carfax for the car like he did the previous one. We decided on getting the car after being told by the salesman that the reason for the trade in was that the previous owner just wanted to trade it in to get a newer car. The salesperson kept reiterating that we should buy today and not wait a minute more since he did not know if the car would still be here when we got back. On 11/5/23 after heading to the parking lot from doing groceries, my car wouldnt start. It just stayed there making no sound, dead. The car dealership wouldnt be able to assist us until a month later. After $1000+ repairs and a couple of near death experiences on the road (the car would just stop working while it was in drive) the issue still hasnt been fixed. Fast forward to today 2/16/24, on a snowy day in ************ the car stopped on the highway causing a large pile up, it was only by the ***** of a higher being that I was able to move towards the right shoulder and not get hit my the multiple freight trucks exiting on the right lane. Redress will be sought.

  Business Response

  Date: 03/19/2024

  We strive to stock vehicles that fit all budgets for our customers. This unit specifically was presented to the customer AS-IS and that we were planning to send it to auction. This is the first that I had heard of an issue with this vehicle. Had the customer reached out and wanted to trade out of it into another unit I would been willing to look into that option with them. If the customer would like to discuss with me further they can reach me by email that I will include. 

   

  Thank You

  **********************;

  General Manager 

  Andy Mohr Chevrolet 

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

• Initial Complaint

  Date:11/21/2023

  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.

  Buyer Beware when it comes to extended Warranty that ***************** ***** Plainfield! I purchased an vehicle 04/2018 as well as extended warranty up to 84 months and/or *******. So when I took my vehicle to the shop due to issues they contacted the extended warranty they advised the warranty had expired 08/2022. How is this possible when the contract was signed 04/2018 and the vehicle under the ******* mileage the contracts and under 84 months? They proceed to tell me the months and miles start from when the car was put into service and that was 08/2015? But how can that be when vehicle have manufactured warranty for so many miles? *** I was not owner at the time it was put in service??? Additionally I have been and still paying on extended warranty that useless to me because guess what it was backdated to the date the vehicle came out on the market in 2015 and guess what I was not the owner of Vehicle until 2018 how is this legal? It's like double dipping and another way to make more money but not necessarily following through on extended warranty that they gladly say would cover you after you purchase it.So I checked my purchase agreement and the pricing break down reflects "New Comp Wrap" rather then "Wrap Comp" So I attempt to contact finance company at Plainfield ***** to get understanding of the two verbiage. I got voice-mail to leave voice-mail on.I finally get a gentleman and he pretty much tells me unfortunately he was not in office at the time of signing but the agreement said when it was "in service". Again how is it valid when I bought the cars 3 years after "in service" date. THE wording is very misleading and extended warranty should not backdated to date the vehicle was came out on the market but should be honored from the date the contract/purchase agreement was entered.Now, I have my repair shop to fix the issue and going to cost me around $1700.00 because the extended warranty will not cover the repair due to being expired even though I would have been covered if they went by signing of purchase which was 04/2018.

  Business Response

  Date: 11/22/2023

  I would like the opportunity to speak with ************* to come to some sort of conclusion as to what happened when they were in the store purchasing the vehicle and talk about how we can resolve the issue(s). I have not recieved any correspondance from the customer at this point except for this complaint and a negative review on our ********* I can be reached at ******************** or ************. 

   

  Thanks

   

  **********************;

  Andy Mohr Chevrolet 

  General Manager 

   

  Customer Answer

  Date: 11/22/2023

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

  I will be more than happy to speak to **************** in regards to the complaint. I actually attempted to contact the location at the number above on 11/17 around 3:16pm to speak to someone and was transferred to voice-mail at the facility. I made another attempt to after speaking to the ************************* on the same day at 4:06pm and spoke to gentleman at ***************** I didn't catch his name maybe ****. As consumer I felt I was getting the run around so I did submit a complaint via ****** and this avenue. I will email him at the email provided and attempt to speak to him either Friday after ******* or at the beginning of the week. He is also welcome to call me at phone # on the complaint as contact number on the contract was incorrect.

  I do ask BBB to keep this complaint open until some sort resolution can be completed.
  
  Regards,
  
  *************

  
  

  Customer Answer

  Date: 12/13/2023

  Just follow up in regards to the complaint. I have spoken to **************** the location general manager in regards to the discrepancy of the extended warranty. We have come to fair resolution where the dealership has agreed to reimburse half of the cost of repair. I was pleased with the resolution and how professional he was to come to resolution.

• Initial Complaint

  Date:08/28/2023

  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.

  Took a vehicle that I did a *** instant cash offer on into the dealer to sell. They wanted to pay less than the *** instant cash offer which goes against the terms of the *** instant cash offer program. According to the programs outline, the dealer must honor the value unless the vehicle is in a different condition. If the vehicle is in a different condition they are supposed to put in the new condition and have the program adjust the value. They simply appraised the vehicle, said it was in excellent condition but wanted to pay 2k less. I have text messages from one of their employees asking me to bring the car in so they could make a more aggressive offer. Ultimately the thing that im annoyed with is that they are participating in this *** instant cash offer program but then refusing to partake in the program.

  Business Response

  Date: 08/29/2023

  Good Afternoon,

   I appraised the vehicle for ***************************, I felt I put a honest value of  $24500  on the 2017 Lexus using the appraisal programs here at Andy Mohr Chevrolet. , I wasn't aware that I had to honor the value that KKB set as the value.

  Regards

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

  . 

   

• Initial Complaint

  Date:08/15/2023

  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 was sold a previously wrecked vehicle that was fixed by the dealer and was not reported to the Carfax or notified me the customer that it has been repaired. There are multiple issues with the vehicle and I am just trying to settle this as easily as possible.

  Business Response

  Date: 08/17/2023

  To whom it concerns:

  This is the first we're hearing of this. ********************** flew into our local airport (**********************************) where we picked him up and brought him back to the dealership for paperwork and delivery. He took delivery and drove back to *****. A day or 2 later he reached out to us stating there was only 1 floormat in the vehicle. We told him to purchase a set of floor mats for the vehicle and send us the bill. ********************** sent us the invoice, we issued and mailed him a check to cover the cost of the floor mats. ********************** thanked the salesperson for everything on 7/14/2023 and that was the last we've heard from him. We have no documentation or history of the vehicle ever being in an accident. We rely on Carfax for information like that, and per Carfax the vehicle hasn't been in an accident. I attached a copy of the Carfax that was pulled today showing a clear history. 

  Thank you

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

  Sales Manager

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like for us to be able to come up with a reasonable solution to this issue. Thanks for reaching out to me about my concerns. The car has been previously repaired and Ive received a phone call from a service adviser concerning the issue. He said that the bumper has to come off in order to install the vinyl stripes on the hood. That is not the case. This is factory installed piece not after market and even if it were to be installed on the Camaro the bumper does not need to come off in order to install properly. Also upon calling Chevrolet, they have service records of headlights being replaced among other things that were never disclosed to me and would not be replaced unless it was previously in an accident. My headlights and daytime running lights are also not working at this point the suspension is squeaking. The right passenger door does not close all the way so it affects the window from not going up. The grill is also offset which puts the lights in the front too, where the hood Cast the shadow on the headlights. These are only a few things besides gaps in the hood and fender, flares in the front bumper as well. Please let me know why I was rushed out of the dealership and how I was happy with the purchase when leaving the dealership. Most of these problems are subtle and can only be seen after driving the vehicle for an extended period of time. Please let me know what we can do about this to resolve this in a professional manner.
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 08/28/2023

  Good morning! Our General Manager ************************* spoke with the customer on the phone and covered the list of concerns the customer has. The rear spoiler was installed at an ***************** Automotive body shop which means the rear bumper would have had to come off, and per our service records there was a headlamp that needed to be replaced under warranty which means the front bumper needed to come off as the headlight assembly is 1 piece and the whole thing was replaced. This is a one owner clean Carfax vehicle with no accidents in the history and the previous own is a local Andy Mohr Chevrolet customer who confirmed the vehicle was never in an accident. It's my understanding that some of the issues would be covered under factory warranty (light not working), some of the issue have been confirmed as not an issue by the customers local Chevrolet dealership (door not closing properly), and the customer is taking to the vehicle somewhere for an inspection on the remaining issues. 

• Initial Complaint

  Date:07/19/2023

  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.

  On July 12, 2023 I walked into Andy Mohr Chevrolet located at ********************************************************** and I had told them that I needed a car and that I needed it financed. They said that **************** had approved me with $7,000 down for a 2013 **** Edge with the *** number being *****************. Shortly after buying the car I did change my number not thinking anything of it. I did have intentions on giving the finance company the new number but did not think it was important to give ***************** my new number. On 7/18/2023 I was driving through **** and was pulled over by an officer who had then told me that I needed to step out of the vehicle because I had committed the offense of Unauthorized Entry of a Motor Vehicle as ***************** had said that I STOLE the vehicle. I was floored. I informed them that I bought the car had paperwork to prove that I bought the car. They said that ***************** had told them that the finance company never approved me and that I asked to use the car and just took off in it. He said that he wasnt taking me to jail but he was putting a report in to the prosecutors office and that they were towing the vehicle. Despite the fact that I had proof that I was buying the vehicle they still took it and left me to walk. I am so ****** about this.

  Business Response

  Date: 07/20/2023

  To whom it may concern: 

   

  *********************** did in fact buy a vehicle from ** on 7/12/2023. The customer came into the showroom and filled out a credit application to purchase a used car that we had here (andy mohr chevrolet). The customer got approved based on the information that they provided in that credit application but the approval with the bank required the customer to have $7000 in down payment. The customer did not have that money on his person nor a check for that amount to make the contract a "valid contract". Without the $7000 from the customer there would be no way to get him approved. We allowed the customer to get full coverage insurance on the car and take the vehicle that night under the understanding (in writing and verbal) that this customer would return the next day (7/13/2023) by 9:00AM with $7000. The customer did NOT return before that time. The customer was in contact with the finance person here at the store on 7/13, 7/14, 7/15 in the morning and the money was never paid. All of those contacts were initiated by our store (andy mohr chevrolet). We made valiant efforts to make contact with the customer through many outlets including calling the job that he listed on his credit application. In the meantime we found additional crimanl history (via mycase.in.gov) that was comparable to what we were experiencing. We made efforts to contact him through multiple additional outlets that all returned blank. Further... The day after contracting ***** here at the store we were contacted by the bank at which point they stated that the drivers license he supplied us with was not valid. ***** provided Andy Mohr Chevrolet with a paper (temporary) drivers license that included a DL number. That number is not HIS given DL number according to the states website. 

  To sum it up... ***** signed a contract with us here at the store that was only VALID if he returned before the next morning at 9:00AM on 7/13 with a total of $7000. He did not return on 7/13 with $7000 and didnt initiate contact with the dealership. Any contact was initiated by us. When we couldnt make contact with the customer and the customer didnt bring the money in to us he gave us no choice but to report the incident to the ***************************** We realized in doing that that they likely WOULDNT report the vehicle stolen because we (andy mohr chevrolet) actually gave the vehicle to ***** but we were decieved by *********** 

   

  If there is any further information that you need from me feel free to reach out at ********************

   

  Thank You

  **********************;

  General Sales Manager 

  Customer Answer

  Date: 07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Not only did Andy Mohr Chevrolet have ZERO rights to look up my criminal history because I had purchased a car. I never signed consent to a "background check". For two, the finance department had my email address and they could have emailed me and said something. Instead they go straight to the police. 

  For two, my paper license was IN FACT my license number, however it was suspended. Therefore this is all a lie..

  I was NOT told that $7000 had to be paid immediately. I was under the impression that I had 45 days to come up with that money. This was all around a very bad deal and I will always tell everyone of the s***** experience I had with Andy Mohr Chevrolet. It's absolutely insane how different the experience was this time from the last one I had with them . 
  
  Regards,
  
  ***********************

  
  

  Business Response

  Date: 07/24/2023

  To whom it may concern:

   

  We did not do a "back ground" search for *****, we searched IN.GOV which is public information. When we couldnt get in contact with the customer we were looking for alternative phone numbers or addresses to find our vehicle. 

   

  ***** signed a "promisary note" that states he is required to bring the $7000 by the following morning at 9AM.