Complaints

This profile includes complaints for Piles Chevrolet & Buick, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Piles Chevrolet & Buick, Inc.

  30 Ferguson Blvd Dry Ridge, KY 41035-8635

  
• 

  Piles Chevrolet & Buick, Inc.

  1240 N Main St Williamstown, KY 41097-9401

  

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:02/03/2025

  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.

  In November of 2024 I took my car in for service. I was also having issues with my leather seat cover in the 3rd row on an issue that started at the start of 2024. They had tried to fix the issue 3 times prior and was unsuccessful. I stated that i wanted new parts ordered and covered under warranty since the issue started way before the warranty expired. They agreed and said they would call when the parts arrive. I gave then nearly two months calling then to check on it in January of 2025 only to find out they forgot to order the part. I was assured at that time that the part would definitely be ordered, and they would call when it arrived, I have yet to receive a call so I called today I called, and they could not tell me anything other than they would check to see and that they reminded a guy to order it. I have not heard back from them. I am sure by the way they acted that it has yet to be ordered again. This is unacceptable to wait this long especially for them to forget twice and it's been several months. I want my car fixed and I want to be compensated in some way for all the trouble.

  

  Business Response

  Date: 02/04/2025

  I spoke with ***** ***** our fixed operations manager. Steve told me that he has spoken with *** ******* and he is in the process of resolving the issue

• Initial Complaint

  Date:05/17/2024

  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.

  I noticed an inquiry on my Credit Report from Piles Chevrolet in Dry Ridge, KY pulled on March 15th of 2024. I have had no contact with Piles about purchasing a vehicle in 2024 whatsoever. I called to ask about it and was told I would get a call back. The finance manager, ***** ****, called me back and admitted a hard inquiry was done by mistake he had no record of why it was done but admitted his name was on it, so he was the one that pulled it. He had no recollection of doing so or why and he apologized. He said my info was still in the computer from 2021 so I asked him to delete it right away and to report to the Credit Agencies that the inquiry was a mistake. He said he would see what he could do and that was almost a week ago and I have not heard back. I filed a dispute with the credit bureau and got a reply that the credit was in fact pulled so they would no remove the inquiry. I am trying to buy a house!

  

  Business Response

  Date: 05/17/2024

  *** ******* is correct in what he stated in his complaint. I have reached out to both Bureaus in order to resolve the error on my part. I have left a message earlier today (5/17) for *** *******. ********** informed me what to do in order to get the inquiry removed. That process has started. I am mailing today as instructed by ********** a request to have the inquiry removed on our company letterhead to *** *******. ********** said the request needed to be mailed by *** ******* to them ( I have enclosed an addressed envelope with a stamp ). I asked why I couldn't mail it in and ********** said it would delay the process. Also, I reached out to ******* (********** and ******* are the 2 Bureaus we have). ******* informed me they have no record of an inquiry on *** ******* that was pulled by Piles Chevrolet. I asked them to look into it further and opened a case for further research on their part. I wanted to be certain there was no inquiry with *******. Our records indicate that I only pulled **********. I am truly sorry and do not know why I would have done that. 

  Customer Answer

  Date: 05/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As you can see on the attached ******* DOES show a hard inquiry by Piles. ******** is the only one not reporting it. This issue is not resolved!
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 06/03/2024

  I received a phone message from *** ******* that he had received the letter that ********** had required to remove the hard inquiry from his ********** credit report. I am contacting ******* again ( ******* had told me previously there was  no record of a hard inquiry made by Piles Chevrolet. I informed them that our records indicate there was a hard inquiry on March 15th and I requested that it be looked into further. ******* gave me a case number and said that it would be further investigated. Also, they indicated they would contact me with instructions as what to do to remove the hard inquiry if it was determined that we did pull *** *******'s credit. As ,of this date ******* has not contacted me.) *** ******* has provided a screen shot of ******* dated May 18th showing that Piles Chevrolet did indeed pull his credit  on March 15 th. I am contacting ******* again today to resolve this matter.

• Initial Complaint

  Date:05/17/2024

  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 had a transmission replaced under extended warranty by Piles Chevrolet. Piles initially quoted a price several times more than what was allowed by the insurance as fair market pricing. After a long delay and going back and forth with Piles the extended warranty company provided the name of the company where the transmission could be purchased at the agreed price of $2600. Piles has taken it upon themselves to up that price to $3260 as MSRP stating that price was a direct quote to them. It was also discussed with ****** ***** over the phone he works in service that once the old transmission was returned there would be a $350 core return credit. We paid the entirety of the bill due to being without the truck for somewhere over a month. I reached out to ****** via e mail on 5/3 and again on 5/15 and after calling received an e mail stating I misunderstood. There was absolutely no misunderstanding on my part. ****** even stated during a phone call that we would not be able to pick up the truck minus the $350 until Piles recouped the money. I reached out initially only asking for the $350 core charge refunded. However *** is not a company to my understanding that Piles deals with to get any sort of dealer pricing, that was done via the extended warranty. I have copies of e mails where I am providing the information directly to ******. I feel that Piles owes me a refund of $660 for the over charge of parts and the $350 core return fee. We were not ask if they could keep the old transmission and would have gladly returned it ourselves for the $350.

  

  Business Response

  Date: 06/05/2024

  In regard to the 2 different
  payments the customer is seeking from us we would like to explain.  1st we
  will discuss the $660 that the customer is seeking for what they consider an
  overcharge for the price of the transmission.  When any part is sold at ours
  or any other repair facility, it is quoted to us for a price.  We in turn
  mark that price up in accordance with our internal guidelines.  That
  amount is not an overcharge it is a fair standard mark up; it is the profit we
  make on the part sale.  Without this markup we would have no reason to be
  in business.  The $660 represents that profit, even the extended warranty
  understands this and expects a reasonable markup.  We would not be
  willing to reimburse this money to anyone as it is the only reason we do
  business.
  Secondly the $350 core charge
  on the transmission (which was actually $720) is another expense that is incurred by the part purchaser
  in order to do the job.  Normally the $350 is not even quoted to the
  customer unless their core does not meet the return criteria.  We are
  billed the price of the core and usually as in this case do not bill the
  customer for it.  When the core is
  removed it is prepared and sent back to the company we purchased it from, at
  that time they reimburse us the money and it cancels the core charge.  This expense was not billed to the customer so
  we would not be willing to reimburse this either.
  The repairs were handled in
  our normal manor with the exception that our advisor or the extended warranty
  company may have made the customer aware of things that they would normally not
  know.  We have provided a couple of
  attachments so that you could see the billing information that we received. If
  you have any other questions please let us know.
  
  Thanks

  Customer Answer

  Date: 06/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am sure there is mark up on parts and that is how the business makes money. However in this case Piles told me via directly they could not get the part for $2600 I coordinated that myself via all attached documents. So piles up charged because they are dishonest and could. As far ast the core charge that money was reimbursed to Piles from *** , ****** verified that via e mail directly to me. Again we did not give Piles the old transmission and it was not theirs to do with as they wished, again we would gladly have returned it ourselves . Furthermore the extended auto insurance quoted the price $1000 lower than what we were charged. According to the response from Piles they take everything into consideration so basically we should have been billed the $100 copay and that was it….that is not the case. I expect a refund for the over charge. I have all correspondence between ****** from piles and *** where I had to get the part at the agreed price it a price to me not Piles. Again Piles with their dishonest practice knew the vehicle sat there not being worked on due to the discrepancy in pricing. I expect a refund from Piles that’s it…..just because most consumers are unaware a facility gets money back on retired parts does not make it ok for the dealer to keep that money….the part does not belong to them! 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:02/12/2024

  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.

  January 25th
  Came to the dealer to purchase a truck I found online.
  Test drove the vehicle and had my trade appraised. Trade allowance was never displayed to me.
  I was given a proposal and had to provide a signature to purchase the truck. I wanted to think about the monthly payment and come back the next day. I was instructed to put 500$ dollars down to hold the truck. I did.
  The next day someone was supposed to call me to see if they could find better rates. No one did. So I called to inform them I would just come buy the truck. Then I was informed the approval wasn’t factual and I was given the run around. So I came down to the dealer unannounced to get a receipt for my deposit being refunded. I was brought into ***** office where the deal that was presented to me the evening before had changed. The amount financed was almost 10k more than the proposal. The conversation was uncomfortable and was abruptly ended to have me taken by **** out in to the lobby of to be belittled in front of everyone where I was told I couldn’t purchase a vehicle of any dollar amount anywhere. **** couldn’t even get the credit card machine going without slamming my card down and asking for an office personnel to do it for him. **** was extremely unprofessional and conducting shady business. I have never purchased a car with such unique order of business. **** was extremely rude and unprofessional and is unqualified to be in his position dealing with the public.

  

  Business Response

  Date: 02/27/2024

  The owner informed me he has been speaking with *** ****. *** ****'s credit application was processed and we received a conditional approval from the bank. The bank did approve *** **** but the bank was requiring several thousand dollars.

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The owner simply tried to apologize. Never tried to fix my credit report. After long periods of no communication. My credit was ran after I received my deposit back, which I did not authorize. I also have a picture of the proposal where a different trade allowance was offered than I was informed. Which the difference was then added to the sale price of the new vehicle, I don’t believe that’s right. I want the inquiries removed. 
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/03/2023

  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 2016 Kia sorento February 15, 2022. I complained about multiple issues from charging ports, cigarette lighter ports, ac not working & they said they would fix them but never did. The motor went out in the end of September 2022, & piles picked the suv up by tow truck the first week of October 2022. They kept it in their garage "fixing" it, telling me they were putting a new motor in it. I finally got the suv back April 1, 2023, the oil was a quart low & black, tires were all low, ac no longer worked, & gas light was on. The paperwork says the mileage in & mileage out were the same but also says they technicians test drove it 30+ miles. Which when the suv broke down it had 1/2 tank of gas. From October to April the only thing they did was put a new head on it, not replace the motor like they told me they were doing. Now 3 months later, August 2, 2023 the suv has left me stranded once again, with the motor throwing a rod bearing & it was taken by tow truck to another dealership because piles refuses to guarantee their work, the service manager refused to even look at the suv unless I paid him money. Even though when I called Kia they told me that the motor itself is still under warranty. It seems to me that with as many problems as I've had with this suv in the short amount of time that I've had it, piles should've wrote it off as an insurance loss & refunded my money.

  

  Business Response

  Date: 08/17/2023

  There was a warranty on the KIA and after diagnosing the problem we contacted the warranty company to get authorization to make the repair. The warranty company authorized to pay $1400 of the repair bill which totaled $ 6764.77. Piles Chevrolet agreed to pickup the difference between what the warranty company paid an the total repair bill ( $ $5364.77 ) .The parts were ordered promptly after the diagnoses was completed. Unfortunately, the parts were on national backorder and we had no choice but wait until they became available to complete the repair. During that time of waiting for the parts and the repair to be completed, Piles Chevrolet furnished a loaner car at zero cost. I spoke with the service manager about the second breakdown. He informed me that he told *** ****** that he would send a tow truck to have her vehicle towed to us ( Piles Chevrolet ) and that if it was a problem due to our workmanship on the previous repair that we would take care of the repair and the tow cost with no charge to her, but if it was not due to our workmanship she would be responsible for the tow, diagnosis and repair. We stand behind our work. In this case, we paid for the entire first repair that the warranty company did not cover due to the fact *** ****** had owned the KIA for a very short time even though we had no obligation to do so. 

  Customer Answer

  Date: 08/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They (Piles Chevrolet Buick) told me they were replacing the motor, they did not. They replaced the head, essentially putting a bandaid on the issue. I am picking the kia sorento up from the kia dealership in florence, KY today from where they replaced the motor. Kia dealership was nice enough to let me know that the motor does have a lifetime warranty & will be replaced at no cost. 

  The paperwork printed from Piles when they replaced the head, states it left their dealership with the same amount of miles as when it arrived. It also states right below that, they test drove it 30+ miles. Therefore thats one discrepancy that can easily be proven without doing any research at all. They sold me a lemon essentially. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 08/18/2023

  We diagnosed the problem and contacted the warranty company and made the repair. The bill exceeded what the warranty company authorized to be paid to by $5364.77 .We completed the repair and charged $0.00 to *** ******. Our standard procedure is to drive a vehicle once the repair is completed. I agree the service ticket was closed with the same miles as was listed on it was first brought to our dealership. There was no malicious intent on our part, the service advisor failed to disclose the 30 miles that was added by our technician to check and make sure that all was good with the vehicle before it was released. 

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The only thing they did was replace a head. I'm not sure what kind of inflation piles is trying to pull but it doesn't cost anywhere near that. Piles service also kept telling me the motor was being replaced, which they never did. With doing such a small repair job, they had the vehicle an excessive amount of time. The time frame in which they kept the vehicle is what meets lemon law in ky. Before selling a vehicle, they should have made sure it was dependable. KIA dealership has already replaced the motor & gotten the vehicle back to me all in less than 2 weeks. The motor itself had a warranty through kia manufacturer.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:10/06/2022

  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.

  Purchased a 2021 Ram Bighorn from Piles on July 19th, 2022. As of today, the check engine light came on and wasn’t wanting to throttle. Contacted the business who told us that theyre not able to service it u til the 18th of October. Meaning we would have to continue to drive it until it goes out or be able to get it in. The truck and all warranties were purchased through this dealer and now we’re told if we want to get in sooner to contact dodge.

  

  Business Response

  Date: 10/11/2022

  Every customer issue is taken seriously and we do our best to resolve the issue as quickly as possible. We do schedule appointments in order to resolve the customer issue and at times, as is the case now, we have a backlog of customer requesting service appointments. Priority is given to customers who purchase vehicles from us and especially if it was a recent purchase. However we do have previously scheduled appointments to honor. Also, as is the case in the current environment we have to order parts and too often those parts are backordered. This causes a delay in the repair and in a case were we have furnished a loaner car we have to wait for the part to come in and make the repair and the loaner car is returned to be given to the next customer who is in need of a loaner car. Unfortunately, this backs up the entire process. I did reach out to Ms Toll and left a message. I will provider her a loaner vehicle, it may not be a truck, but it will be a dependable vehicle. If the truck needs to be take to a Ram dealer we will schedule the appointment and make arrangements to get the truck to and from the dealer.