Complaints

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

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  Tom Gill Chevrolet

  7830 Commerce Dr Florence, KY 41042-1568

  
• 

  Tom Gill Chevrolet

  7830 Commerce Drive Florence, KY 41022

  

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:06/15/2025

  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.

  To Whom It May Concern:
  
  I am filing a complaint against Tom Gill Chevrolet, **** ******** **, Florence, KY, for misrepresenting a powertrain warranty and failing to repair a known engine defect.
  
  I contacted the dealership the day after purchase requesting to return the vehicle due to engine issues. I was persuaded to keep it and sold a “comprehensive” powertrain warranty that was represented to cover all parts, labor, and diagnostics related to powertrain failures.
  
  I brought the vehicle in three separate times for excessive oil consumption, confirmed through three dealership-performed tests as outside GM specs. Despite this, no repair was completed.
  
  They:
  
  Reinstalled spark plugs and stopped diagnostics,
  
  Replaced the PCV valve (charged me $250), which did nothing,
  
  Refused to continue troubleshooting unless I paid more—despite the warranty covering diagnostics.
  
  After the last visit, the vehicle was returned in worse condition, with a dead battery and new engine noise. The issue remains unresolved.
  
  Total paid:
  $1,249.95 for the warranty,
  
  $500 in deductibles,
  
  $250 for the misdiagnosed PCV valve,
  
  $1,999.95 total, with no resolution.
  
  This reflects breach of warranty, misrepresentation, and bad faith conduct.
  
  I request:
  Full refund of $1,249.95 (warranty),
  
  Refund of $500 (deductibles),
  
  Refund of $250 (PCV valve),
  
  Cancellation of subscription contract (Invoice #*****),
  
  Written acknowledgment of service failure.
  
  If unresolved, I will escalate to the ******** ******** *******’s Office and pursue all available legal remedies.
  
  Sincerely,
  **** ********

  

  Business Response

  Date: 06/23/2025

  Through conversation with Mr. ********, we have agreed to make another attempt to verify, diagnose and repair his vehicle concerns under his Service Contract Warranty at no additional charge.  It is our mutual desire to resolve these issues by completing a permanent vehicle repair.

   

  D*** B******

  Service Manager

  Tom Gill Chevrolet

• Initial Complaint

  Date:04/12/2025

  Type:Sales and Advertising 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.

  On 4/10/25 I began communication with Ana G***** about a **** **** ******** ******* they had for sale. I told her my out the door max was 34k and if that could not make the deal I didn’t want to waste time and money driving all the way there. She sent me a PDF file with an OTD price of 35,500 but assured me on the phone that she couldn’t make a deal on paper but if I came in she could make it work. The next day we started getting the financials figured out. I texted her that I was bringing 4k cash, 5k charged to credit (which I was told was the max), and 25k check. She said I needed to make sure it was a cashiers check made out to Tom Gill Chevrolet. I did all of that and told her again what I was bringing and she just said “great”. All those numbers add up to the 34k I told her I could do. We drove there with two kids on a Saturday, 1.5hr one way so 3hr total drive time. She only took $60 off. Then when I told her “uh, I only brought the 34k like I told you I was bringing” she went and spoke with the sales manager who then came back and said that was the best he could do. So she straight lied to me, telling me 34k could be worked out but wasn’t even close. I am out gas money in driving there, losing my entire Saturday, had to buy lunch for the family because we were far away from home, and now more time and gas to go back to the bank and handle the cashiers check issue. I was completely lied to and deceived by this car saleswoman.

  

  Business Response

  Date: 04/14/2025

  ** *******, first off we would like to apologize to you that you drove to our facility without having solid numbers. We sent you our out the door pricing and you were asking Ana for more dicount. She stated several times that she would try to get you a further discount but would not guarantee that it would be 34, 000 total. At which point you told her you would speak to your husband and give her a call back.  1 1/2 hours later we received a text that stated you would like to set an appointment. The following text messages were really where it went wrong  because you asked several times about the check amounts etc. Ana is a newer salesperson who just didn't realize what was happening was that you were counting on a discount that we hadn't actually offered or sent you in writing. Typically we do not negotiate pricing at all but we also won't let 200-300 dollars keep us from making a deal. The amount you were asking for was more than $1500 and we just could not make that work. We could have been more clear about that in the beginning call. I have spoken to the sales team members involved in this to prevent this from happening in the future. We do not feel that we owe you any money due to the fact that we never told you 34K for the car nor did we send it to you in writing, so there was never an agreement for that pricing. 

   

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are 

  I was told verbally on the phone by Ana that she could make the 34k work if we came in.  This was further verified in the text message in which I explained exactly how we’d be paying and she didn’t say anything about that number not adding up or that it wasn’t enough money or that we needed more.  That just proves the deceit your employee conducted.   Your salesperson outright deceived our family and we drove all the way there with our whole family.  I would disagree that nothing should be paid: we are out time and money due to untruthful business practices.  

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

  

  Business Response

  Date: 05/14/2025

  We have reviewed the phone call where Ana says she cannot guarantee the outcome but suggests you come here if you want to work out a deal. At no point did she say that she is giving yout he price you requested, but she also never said she isn't giving it to you. For that reason, we will send the requested amount to your email as a gift card. 

  Customer Answer

  Date: 05/24/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the gift card is not a gift card to their dealership and is something I can actually use.   
  
  They did not specify what type of gift card so I would just want to make sure it is not something for their dealership. 
  
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:02/10/2025

  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 was sold a **** ****** ***** on Saturday, 2/8/2025 at 11:30am. Tom Gill stated the car had zero issues. On Sunday, 2/9/2025 I heard the transmission whining when accelerating so I purchased a ****** report and found records that this noise was diagnosed in Sept. 2024. This information was withheld on Tom Gills report. I called and spoke with the shop that was listed on the ****** report and was told the previous owner was quoted $7,600.00 in transmission repairs. Tom Gill advertises a 48 hour money back guarantee so on Monday, 2/10/2025 at 5:30pm I went in to return the car. They refused to take the car back stating I had gone past the 48 hour window. Sunday they are closed for business so I had no means to contact them. A 48 hour window should be calculated based on their business hours and to not do so is a deceptive practice. Tom Gill not only failed to disclose important major mechanical issues they went back on their guarantee!

  

  Business Response

  Date: 02/19/2025

  The vehicle in this case was diagnosed confirming an internal transmission issue.  Our dealership has agreed to complete the needed repair at no cost to *** ****.  She has been notified of this course of action and agees this resolution is to her complete satisfaction.

   

  Dale B******

  Service Manager

  Tom Gill Chevrolet

• Initial Complaint

  Date:01/21/2025

  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.

  My **** **** ******** has been at the collusion center since October 14th, 2024 for repairs from a minor accident. Updates about vehicle have been only given to myself or husband when calling numerous times. On January 1st of 2025 at or around 0500, my jeep was stolen off their lot. They attempted and told myself and husband along with being recorded on video that my car was taken and they didn’t know where it was for 4-5 days and never checked security footage. Dealership called myself Tuesday January 7th to ask me if I had my jeep and I was confused since it has been there since October 14th and said no and then was lied to and said they had my jeep and it was about a part update, not missing vehicle. Again my car was found to be missing on January 1st and they were looking for it but never checked security footage until Jan 10th. Dealership in the meantime has made the process difficult, I had to ask for loaner vehicle since my jeep was now found and more repairs are needed since it was damaged during being stolen, they were very hesitant to do so. I had to asked for my car to detailed nicely after I went and looked at it from being stolen because of the very distinct odor of drugs. I’ve made payments in the meantime and they asked me not to report it to my insurance, it’s been a very bad time with Tom Gill. I was told they don’t have to report it now because of how damage total to vehicle. I asked if they would cover my $500 deductible since this has been chaos and they are refusing to, stating my fault.

  

  Business Response

  Date: 01/29/2025

  Customer, ***** **** presented her **** **** ******** to our Collision Center for a collision damage repair under an auto insurance claim on October 14, 2024.  The course of repair included part delays and required the vehicle to be taken to the dealership Service Department, 2 buildings away to complete a final, mechanical part installation.  The vehicle was found to be missing from the lot on January 4, 2025, when the final part arrived and work was scheduled to begin.  A search of all of our premises was unable to locate the vehicle.  On January 10, 2025, review of security camera footage determined the vehicle had been stolen from the lot on January 1, 2025 at approx. 4:30am.  *** **** was immediately notified of the theft, provided a loaner vehicle, and a police report was filed.  On January 13, 2025, Florence Police notified *** **** that the vehicle had been recovered.  It was driven to our dealership and inspected by *** ***  *** **** for damage.  The vehicle has suffered minor damage including a broken tailamp, disconnected rearview mirror, dented rear fender flare, and damaged right front wheel and tire.  The interior had a distinct odor of marijuana.  On January 16, 2025, *** **** agreed that this was the full extent of damage as a result of the theft and requested repairs.  Tom Gill Chevrolet agreed to perform the theft repairs, complete the final collision repair, and cover the outstanding insurance deductible of $500.  On January 24, 2025, all repirs were completed, including a full vehicle detail, and *** *** *** **** were notified.  On January 28, 2025, *** **** returned the provided loaner, inspected the vehicle, verifying completion of all repairs, and retrieved the vehicle in his possession at no charge.   

• Initial Complaint

  Date:09/16/2024

  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 got **** ******* ***** *** ****** from them and i have had to have 2 engine PUT IN cause it is burning oil this last time i have only had the new for less then 3 weeks when i call they give me the run around and tell me that they can't put a new one they have to keep replacing with old use engine

  

  Business Response

  Date: 10/01/2024

  I am in communication with *** ***** concerning her report of oil consumption with this engine.  To properly address it, an oil consumption test is needed to verify the concern and determine a repair course of action.  This test requires an engine oil change and subsequent oil level inspections for a total period of 2000 miles.  The oil change has been performed and *** ***** is driving her vehicle.  To date, the test has found no loss of oil volume for the first two interval checks.  The test will continue until 2000 miles have accrued, and a final test result calculated.

   

  Dale B******

  Service Manager

  Tom Gill Chevrolet

• Initial Complaint

  Date:08/17/2024

  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’m deeply disappointed with my recent experience at Tom Gill Chevrolet. My grandmother visited this dealership with the hope of purchasing a new car, but unfortunately, she felt taken advantage of. The sales team seemed to exploit her lack of familiarity with car buying, pushing her towards decisions that weren’t in her best interest.
  
  We were particularly concerned about high-pressure sales tactics, misleading information and the sales person being extremely rude. It’s disheartening to see such practices, especially when dealing with someone as vulnerable as my grandmother. Christian S******* was our sales rep and he had zero clue what he was doing and harassed my 75 year old grandma non stop to come and buy the car when he knew we were waiting on the GM friends and family code.
  
  I hope this review serves as a warning to others and encourages the dealership to improve its approach to customer service. Everyone deserves to be treated with respect and honesty, regardless of their age or experience. We will never do business with Tom Gill.

  

  Business Response

  Date: 08/19/2024

  The customers came in to our store July 10th. The customers signed a buyers order and gave us a  non-refundable deposit that same day saying they would have to get the GM Employer code for discounted purchase. Numbers were shown and agreed to and the customers knew we were holding the car for her to get her GM authorization number, which should take 5 business days. Over the next 2 weeks, we tried reaching out several times and were told each time that she still hadn't received the number. On July 23rd, we finally said we could no longer hold the car due to inventory restrictions and that if they wanted to complete the deal, we would hold a check for the discounted amount for an additional week to allow them to get the discount code. The other people who were involved in this deal (her family) said that they would be in Friday July 25th to complete the deal, so  we yet again agreed to hold the car for an additional 2 days to give them that grace. On Friday, we never heard from them and tried reaching out by phone and text, only to be told that they got their number and went elsewhere to buy a car and wanted their  NON-REFUNDABLE deposit back because  if we didn't, they would tell everyone that we were taking advantage of an elderly lady. We took our car off the market at a loss of sale to us for 2 entire weeks. We will not be returning the deposit to this customer for these reasons. 

  Also we have listened to the phone calls of the only interaction that our salesperson had with the lady in question and he was not in the least bit rude or out of line to her, so as far as we can tell, there would be no reason for them to not buy a car from us. 

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  We have the receipt of payment, paperwork, and never signed paperwork regarding the payment. We still have the papers and have looked over them. We advised the business not to contact the woman in question (my grandmother) and they did. We were also told the code would take 10 business days, not 5. Learning now, that we could have received the code digitally while at the dealership. 

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

  Customer Answer

  Date: 08/23/2024

  This is a picture of the receipt. It was signed however like I stated there is no check mark on the box for a refund. The box that indicates a refund is left blank and even says N/A which was put on there by the salesman. There is a clear box to check for “IS NOT REFUNDABLE” and nothing was specified. To the point they even put N/A

  

  Business Response

  Date: 08/27/2024

  The document you forwarded does not reflect the deposit, only the trade value of her vehicle-that's why it says N/A because you cannot refund non cash valued items.  The deposit was agreed upon after this document because you and your grandmother said you were getting the items needed to sell/deliver the car to her at the employee pricing. Ms. Jordan was never here at the dealership on her own. You, Luis, were her representative and you were here the entire time. The grandmother in question was never here alone for any of the  "high pressure sales tactics" you are claiming. You made all the decisions for her and you were our primary point of contact. Our salesperson, who you say harassed your grandmother spoke to her exactly one time to explain the situation after 2 weeks because the car could not be held any longer and you got angry that he spoke directly to her about it. As we have stated numerous times to you--We will not be returning your deposit. You have gone out of your way to smear us on social media and make this look as if we took advantage of an elderly person when you were the one in charge of all the decisions in this deal. 

• Initial Complaint

  Date:05/21/2024

  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.

  25 April my wife and myself were at Tom Gill looking to purchase a **** ******
  We were working with a salesperson named Cheyenne, and I believe the sales
  manager named Greg. The paperwork was written up with the amount of $22,989
  I explained we wanted to use our credit union, they had a better interest rate, the
  buyers order was printed out for us to take to the credit union, in the amount of 27,018.23
  We deposited $500 non refundable if we were to back out, our credit union said
  the amount was to high. As of that Monday the credit union was still working
  on the loan app. and we were told the numbers weren't making any sense. Tuesday I received a message from Cheyenne about the check for the car.
  Explained the check was in the works, on Tuesday before anything else was done our deposit was taken before the check was even printed or loan was finished.

  

  Business Response

  Date: 05/29/2024

  The buyers order that the customer presented to you is correct. The customers have negative equity on their prior vehicle that carries over onto the new loan and raises the total amount financed along with a service contract that the customer chose to add.  The deposit was taken and the vehicle was removed from the market to hold for them. As in any other deposit situation, if the consumers backs out on the contract, the deposit is kept as a compensation for the lost potential sale to other parties. We held the car from April 25, 2024 until April 30, 2024 giving them the benefit of the doubt because they kept telling us the bank was "working on it". On the 29th, the husband told us that the credit union said they couldn't get them a loan for the total amount. The wife told the manager that she was leaving her husband and he didn't know yet and she couldn't get the loan on her own . We  we told them we either needed the check from the bank or we would be releasing the car back on the market for sale. They asked for their deposit money back and we explained again that the deposit is non-refundable as we had explained on April 25th when they placed the deposit. 

• Initial Complaint

  Date:03/06/2024

  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.

  We bought a truck in Feb 2022. Sept 23 Tom gill had to replace the transmission. This truck is VERY well taken care off . Kept inside low miles etc. it started acting out so my husband took it back to Tom gill. They did full diagnostic etc said it had an antifreeze leak. We’ve never had spots on floor where it’s kept nor ever had an engine or low coolant warning light come on. They see aid they were submitting a claim for new transmission (because we have a 3 year warranty.) got a call later saying they won’t cover it because of a faulty radiator hose! As I stated If it’s low on coolant we would have had a warning light come on! Never did once. I don’t know if the service department did something wrong when they put the last one in in September and now are trying to use that as an excuse not to cover it now!! My husband tried many times to have the service manager call him back. Instead he kept having a front desk person call him and not know all the answers to questions his questions. Finally the service manager after serval attempts called my husband back Very upsetting that a dealership would try to do this to customers. We were told this is going to be a $7000 fix!! And it’s only a 6 month old transmission now!! As I said with no warning light at and they won’t do anything about it.

  

  Business Response

  Date: 03/15/2024

  On March 4, 2024, **** ***** presented his **** ***** *********, *****************, to service with a complaint of harsh shifting and transmission slip.  Diagnosis found the transmission cooler had ruptured inside the radiator, allowing engine coolant to pass into and mix with the transmission fluid.  The resultant transmission fluid contamination caused a loss of lubrication and damaged internal tranmission components.  Because the root cause was the transmision cooler/radiator failure, the transmission damage is considered consequential, and not covered by the transmission component warranty.  The dealership was able to secure assistance from ******* ****** on behalf of *** ***** for partial repair cost.  In addition, the dealership provided *** ***** access to a vehicle repair financing option, for which he qualified.  

  *** ***** has approved vehicle repair and it is currently underway.

  Respectfully,

  Dale B******

  Service Manager

  Tom Gill Chevrolet

   

• Initial Complaint

  Date:03/06/2024

  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 the vehicle from them, so I get free oil changes as long as I own the vehicle. I took my vehicle in for an oil change. I had to wait 3 hours for them to do an oil change, then they come out and tell me that my oil pan drain plug is stripped and it’s going to cost me 700 dollars to fix it. I don’t have that kind of money to pay for something that they did. So they said well if you don’t want to pay it then I would drive it carefully because the drain plug can come out and your motor will end up blowing up. So I’m suppose to just put my children in this car and risk it blowing up, because I can’t afford 700 dollars for something you all messed up? They then said “it’s normal wear and tear” If it were normal wear and tear, wouldn’t you have noticed it the last 5 times I’ve brought it to you for the oil change?
  I had my finance and brother (certified mechanics of 15+ years) check it out. They cross threaded the plug when they changed the oil, which is how it messed up. And was spending all that time trying to fix it because they know what they did, but couldn’t fix it so tried charging me for it. I asked to speak with the service supervisor and she didn’t want me to, she kept insisting I pay and say it wasn’t their fault, yet my car was absolutely perfect with no issues what so ever, when I drove in there. I finally got to the manager and was pretty much told “oh well things happen”
  I also just replaced the tires, yes they were used, so I can’t really blame them for that part. But they said I had a big screw in my passenger back tire, when I got home, my front passenger tire went flat. Come to find out, they switched that tire from the back to front. Why would you put a bad tire that’s on the back, on the front of a front wheel drive car? Why are you messing with my tires anyway? You’re suppose to do an oil change.
  Also, when I emailed the main office and said I was getting my attorney involved, they sent me a message wanting to “find a resolution to work”

  

  Business Response

  Date: 03/15/2024

  On March 5, 2024 *****
  ********' **** ***** ******, *****************, with 113,793 miles, was
  serviced at Tom Gill Chevrolet.  Service included an engine oil &
  filter change and tire rotation, and multi-point vehicle inspection.  Thes
  services are provided at no charge for vehicles purchased from the
  dealership.  The inspection found all tires worn between 2/32" -
  4/32" tread, and tire replacement was recommended.  In addition, the
  right rear tire had a screw puncture in the outermost tread, prohibiting
  repair.  *** ******** declined replacement of all tires.  
  

  Upon removal of the oil drain
  plug to perform the oil change service, the Technician reported a portion of
  the drain plug threads pulled from the oil pan with the plug.  This is a
  common occurrance due to metal fatigue, in vehicles as they accrue mileage and
  many oil changes are performed.  The metal, in this case aluminum, threads
  simply wear out and break off over time.   It is an unavoidable
  consequence of repeated fastening and unfastening of soft metals. 
  Technicians made every effort to reinsert the drain plug into the remaining
  partial oil pan threads and complete the requested services.  However,
  they were unable to achieve the required drain plug torque to fully seal the plug. 
  An oil pan replacement would be required to repair the drain plug and restore
  full function.  *** ******** was informed of the oil drain plug problem,
  what caused it, and that replacement of the oil pan was the needed
  repair.  She declined repair at that time.  A gentleman accompanying
  *** ******** became very belligerent and vehemently insisted that the oil pan
  should be replaced by the dealership at no cost  For her safety, *** ******** was asked to sign an acknowledgement that she was made aware that her
  vehicle oil drain plug was not fully torqued and that an oil leak could occur
  if driven.  The gentleman demanded that *** ******** refuse to do so, and
  both left together in the vehicle.  
  

  Shortly thereafter, *** ******** was contacted by the dealership offering to discuss an agreeable
  resolution.  She again refused, stating "I'm just going to let my
  attorney handle it."  She later contacted me by text stating that she
  had the oil pan replaced at another facility, and all she wants is her money
  back.  I asked how much she paid to have
  it replaced.  To date, she has not
  responded.

  
  Respectfully,
  Dale B******
  Service Manager
  Tom Gill Chevrolet

  

  Business Response

  Date: 03/15/2024

  Tell us why hOn March 5, 2024 ***** ********* 2015 Chevy Malibu, ****************** with 113,793 miles, was
  serviced at Tom Gill Chevrolet.  Service included an engine oil &
  filter change and tire rotation, and multi-point vehicle inspection.  Thes
  services are provided at no charge for vehicles purchased from the
  dealership.  The inspection found all tires worn between 2/32" -
  4/32" tread, and tire replacement was recommended.  In addition, the
  right rear tire had a screw puncture in the outermost tread, prohibiting
  repair.  Ms. ******** declined replacement of all tires.  
  

  Upon removal of the oil drain
  plug to perform the oil change service, the Technician reported a portion of
  the drain plug threads pulled from the oil pan with the plug.  This is a
  common occurrance due to metal fatigue, in vehicles as they accrue mileage and
  many oil changes are performed.  The metal, in this case aluminum, threads
  simply wear out and break off over time.   It is an unavoidable
  consequence of repeated fastening and unfastening of soft metals. 
  Technicians made every effort to reinsert the drain plug into the remaining
  partial oil pan threads and complete the requested services.  However,
  they were unable to achieve the required drain plug torque to fully seal the plug. 
  An oil pan replacement would be required to repair the drain plug and restore
  full function.  Ms. ******** was informed of the oil drain plug problem,
  what caused it, and that replacement of the oil pan was the needed
  repair.  She declined repair at that time.  A gentleman accompanying
  Ms. ******** became very belligerent and vehemently insisted that the oil pan
  should be replaced by the dealership at no cost  For her safety, Ms.
  ******** was asked to sign an acknowledgement that she was made aware that her
  vehicle oil drain plug was not fully torqued and that an oil leak could occur
  if driven.  The gentleman demanded that Ms. ******** refuse to do so, and
  both left together in the vehicle.  
  

  Shortly thereafter, Ms.
  ******** was contacted by the dealership offering to discuss an agreeable
  resolution.  She again refused, stating "I'm just going to let my
  attorney handle it."  She later contacted me by text stating that she
  had the oil pan replaced at another facility, and all she wants is her money
  back.  I asked how much she paid to have
  it replaced.  To date, she has not
  responded.

  
  Respectfully,
  **** *******
  Service Manager
  Tom Gill Chevrolet

• Initial Complaint

  Date:03/04/2024

  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 control switch from Tom Gill. After the purchase they told me it had to be programmed. Switch $170. . Programming $180. Scheduled the service work. In the meantime I did see a vehicle I was interested in. They told me $200 to get the vehicle brought to their place.i gave them the money. Later that day I changed my mind, they kept the money. So back to my vehicle that had in their shop. They told me it wasn’t responding to the programming, they wanted over $300 to diagnose, I said no. Next day they called me stating they felt bad cause they did nothing, no refund. They said they would diagnose for free. I said yes. They had my vehicle for 1 1/2 days called me stating for$380 they could fix it. I thought well they have my vehicle so go ahead. They fixed it and stated hey we will purchase the switch back from you. I went to the parts dept. they said no you have had the part for more than 12 days. I did file a complaint, 3 weeks later I received a call from their service manager stating he would look into the $200 they did not give me back. So apparently they received the complaint from BBB. Called me again wanting to give me the money for the switch. I stated ( like a dummy ) how you fix the hinge on my driver side door. Service manager said he would look into it. That was 2 weeks ago. Summary $200 I did not get back. $164 for work they did not do. $380 to fix the switch. Out $170 for the switch. This is a mess, not to count my time off from work. How about this, say what you mean and mean what you say.

  

  Business Response

  Date: 05/23/2024

  I have spoken to *** ****** in response to both times he previously submitted this same complaint.  Each time, we came to an agreement of first accepting an installed electrical part back and providing a refund.  *** ****** accepted this resolution, then submitted the BBB complaint again, requesting a discount on a door hinge repair, instead of the part return.  I agreed and made arrangements to have the door hinge repaired at the agreed discount price.  To date, *** ****** has not scheduled his vehicle for the door hinge repair as agreed.  Instead, he submitted this complaint to the BBB again.  There is no further action being offered and we are requesting that the BBB determine this issue to be resolved. 

  Respectfully,

  Dale B******

  Service Manager

  Tom Gill Chevrolet

  

  Business Response

  Date: 05/23/2024

  I have spoken to *** ****** in response to both times he previously submitted this same complaint.  Each time, we came to an agreement of first accepting an installed electrical part back and providing a refund.  *** ****** accepted this resolution, then submitted the BBB complaint again, requesting a discount on a door hinge repair, instead of the part return.  I agreed and made arrangements to have the door hinge repaired at the agreed discount price.  To date, *** ****** has not scheduled his vehicle for the door hinge repair as agreed.  Instead, he submitted this complaint to the BBB again.  There is no further action being offered and we are requesting that the BBB determine this issue to be resolved. 

  Respectfully,

  Dale B******

  Service Manager

  Tom Gill Chevrolet

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 06/05/2024

  I thought I had everything resolve through Dale in regards to the replacement of the hinge for my door. I did take off work to go to Tom Gil to have them look at the hinge. After that I got in touch with Dale and asked if he needed a confirmation via Email to proceed. He said no. About a week later I again stopped by and the hinge wasn’t ordered. I am truly tired of all of this. The body shop manager did call me to assure me he would take care of the hinge. By now I am spent. I took off work just to find out the hinge wasn’t even ordered, no courtesy call. Even now I have to attempt to defend myself for simply receiving bad service. 

  Customer Answer

  Date: 06/05/2024

  I thought I had everything resolve through Dale in regards to the replacement of the hinge for my door. I did take off work to go to Tom Gil to have them look at the hinge. After that I got in touch with Dale and asked if he needed a confirmation via Email to proceed. He said no. About a week later I again stopped by and the hinge wasn’t ordered. I am truly tired of all of this. The body shop manager did call me to assure me he would take care of the hinge. By now I am spent. I took off work just to find out the hinge wasn’t even ordered, no courtesy call. Even now I have to attempt to defend myself for simply receiving bad service. 

  

  Business Response

  Date: 06/07/2024

  Please refer to our previous response to this matter dated 5/23/24. Our position remains unchanged. If *** ****** has any questions regarding scheduling his repair he is welcome to reach out to me or to the service department. Thanks. 

  Dale B******
  
  Service Manager
  
  Tom Gill Chevrolet

  

  Business Response

  Date: 06/07/2024

  Please refer to our previous response to this matter dated 5/23/24. Our position remains unchanged. If *** ****** has any questions regarding scheduling his repair he is welcome to reach out to me or to the service department. Thanks. 

  Dale B******
  
  Service Manager
  
  Tom Gill Chevrolet

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ******
  

  Customer Answer

  Date: 06/07/2024

  I did schedule to have the door hinge fixed. After I met with the body shop I talk to Dale and asked if he needed confirmation through a text to do the work. He said no. So I said proceed. About a week later I called to check to see if the hinge had been ordered and they told me no. Not the first time Dale has forgot to follow up.

  Customer Answer

  Date: 06/07/2024

  I did schedule to have the door hinge fixed. After I met with the body shop I talk to Dale and asked if he needed confirmation through a text to do the work. He said no. So I said proceed. About a week later I called to check to see if the hinge had been ordered and they told me no. Not the first time Dale has forgot to follow up.