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:12/28/2023

  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 bought a 2017 ford explorer on March 24 2023. I financed it for 26,567 dollars. I've had the vehical for 8 months and the waterr pump went bad on it and the cost of fixing the vehicle is 4600 dollars. The day i purchased the car was the same day they got the car on a trade in and I do not beleive they had time to properly inspect it before giving it to me. Tom gill has not done anything to help me resolve the problem only sayimg its my problem.

  

  Business Response

  Date: 01/02/2024

  On March 24, 2023, ****** ******** purchased a used **** **** ******** with 66,800 miles from Tom Gill Chevrolet.  During his purchase, per state law, he was provided a "BUYERS GUIDE" (see attached) which he reviewed and signed acknowledging receipt.  It states that  the vehicle included a Limited Warranty for failures specifically outlined in the "Limited Warranty Contract" (see attached) only.  The Buyers Guide also notifies vehicle purchasers of the availability of a Service Contract to cover other possible failures than those covered by the provided Limited Warranty, and includes a sample list of "major defects that may occur in used vehicles."  In addition, the purchaser is invited to "Ask the dealer if your mechanic can inspect the vehicle on or off the lot", and "Obtain a vehicle history report."  *** ******** was provided a copy of the vehicle pre-sale inspection, and a list of repairs performed (see attached).  He declined a Service Contract at that time, and signed the acknowledgement thereof (see attached).

  On December 22, 2023, *** ******** presented the vehicle to the Tom Gill Chevrolet Service Department with 78,610 miles and a complaint of "coolant leak."  Diagnosis found the root cause of water pump failure.  This part is not covered  by the Limited Warranty Contract.  The repair estimate for this vehicle, with this engine is $4600.  *** ******** declined repairs at this time.

   

  

  Business Response

  Date: 01/02/2024

  On March 24, 2023, ****** ******** purchased a used 2017 Ford Explorer with 66,800 miles from Tom Gill Chevrolet.  During his purchase, per state law, he was provided a "BUYERS GUIDE" (see attached) which he reviewed and signed acknowledging receipt.  It states that  the vehicle included a Limited Warranty for failures specifically outlined in the "Limited Warranty Contract" (see attached) only.  The Buyers Guide also notifies vehicle purchasers of the availability of a Service Contract to cover other possible failures than those covered by the provided Limited Warranty, and includes a sample list of "major defects that may occur in used vehicles."  In addition, the purchaser is invited to "Ask the dealer if your mechanic can inspect the vehicle on or off the lot", and "Obtain a vehicle history report."  Mr. ******** was provided a copy of the vehicle pre-sale inspection, and a list of repairs performed (see attached).  He declined a Service Contract at that time, and signed the acknowledgement thereof (see attached).

  On December 22, 2023, Mr. ******** presented the vehicle to the Tom Gill Chevrolet Service Department with 78,610 miles and a complaint of "coolant leak."  Diagnosis found the root cause of water pump failure.  This part is not covered  by the Limited Warranty Contract.  The repair estimate for this vehicle, with this engine is $4600.  Mr. ******** declined repairs at this time.

   

  Customer Answer

  Date: 01/10/2024

  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.
  

  When you sell a product that cost thousands of dollars. And said product doesn't last 8 months and you refuse to even work with your customer, shame on you. 
  Regards,
  
  
  
  ****** ********
  
  

  Customer Answer

  Date: 01/10/2024

  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.
  

  When you sell a product that cost thousands of dollars. And said product doesn't last 8 months and you refuse to even work with your customer, shame on you. 
  Regards,
  
  
  
  ****** ********
  
  

• Initial Complaint

  Date:12/05/2023

  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 2022 Chevrolet bolt on Oct 13 2023. I was assured by the sales rep, with GM supporting documents that this vehicle had a new replacement battery. That it was installed with the new battery warranty as required under the battery recall issued by GM. Once I took delivery I found that the battery would only charge to 80%. I spoke to my local Chevrolet dealer (Southtowne Chevrolet) in Newnan GA. They informed me that it did not need that software if indeed the battery was replaced. I brought it to them after researching they they found the original battery was still installed in the vehicle and that they could not update the software to 100% charge ability. I spoke with GMs EV concierge service on numerous occasions and they informed me there is nothing would be done to compensate me for this problem and they were not willing to replace the battery. They said it was a dealer problem. There is currently a class action lawsuit in settlement regarding this exact issue. The EV concierge said I did not qualify for that action. I am now stuck with an electric car that will only charge to 80% when I specifically asked and was shown the battery was replaced by Tom Gill sales representative. I am asking for a new battery or similar compensation offered by GM in there class action lawsuit.

  

  Business Response

  Date: 12/06/2023

  Mr. ********* purchase a 22 Bolt from us and was provided a copy of the GM Vehicle History Report that states "Bolt EV Battery Pack Exchange"  on 2/20/22 at 114 miles.  Upon further investigation this was performed at Kerry Chevrolet before we received the vehicle.  Per GM recall instructions at that time, ***** had installed new software that limits the max charge to 80% for the next 6200 miles driven, then restores it to 100%.  Kerry also then ordered a replacement battery (which triggered a "battery replacement" entry on the Vehicle History Report), but the vehicle never came back to them to install it.  The battery is still sitting at Kerry Chevrolet today.  So, I called the customer.  Mr.  ********* explained that he feels an 80% charge limit is not the product he purchased.  Because his wife drives it so little, it will take 6-8 months to reach the 6200 miles required to automatically restore the charge capacity to 100%.  Therefore he has fought with GM Customer Assistance for several weeks requesting a remedy of immediate 100% battery charge capacity or compensation for his loss of time and use.  GM Customer Assistance denied his request.  So, today he began a blitz of social media and BBB against GM and Tom Gill Chevrolet as the entities he believes are responsible.  
  I recommended to Mr. ********* that he contact Brian S****** Service Manager at Kerry Chevrolet, and request they install the replacement battery, as I am sure they would be anxious to get it out of their Parts inventory after so long and it is not returnable.   Mr. ********* seemed amicable to that resolution.  I also told him that I would respond to his BBB case that we had spoken, and that Tom Gill Chevrolet does not have a part in this matter.  Further, I promised to make my GM Rep aware of the issue for possible compensation assistance through Kerry Chevrolet if he ultimately decides to take it there for replacement.

  Dale B*******

  Service Manager

• Initial Complaint

  Date:12/01/2023

  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.

  Bought a 2013 used Chevy Equinox from Tom Gill. Upon pickup of car we noticed it had an awful smell of a dead animal. We took it back and they said once sold they park cars along woods and it is common for animals to get in them. They sprayed it and that is it..still had smell and we cleaned it thoroughly and has to replace filters with our money as they had a nest in them. Glad they took the time to check but they had their money. Weeks later we noticed oil at 10% and car was shaking. We got oil change and it ran good for 2 weeks then oil life was down to 10% again. We took it to mechanic and he found that oil had been leaking directly into motor where you can't see with naked eye. Apparently this is a common problem with this year vehicle and a sign is in exhaust. Well this car failed exhaust test and Tom Gill said they repaired it..why does a new oil change only last 2 weeks? The answer is the Chevy motors were poorly made with faulty pistons and gadgets. Hope Tom Gill sleeps good at night however HE IS NOT A MAN OF CHARACTER..TOM GILL IS OUT TO SCREW YOU EVERY PENNY. WATCH OUT!!

  

  Business Response

  Date: 12/05/2023

  This customer has now purchased a different car from us and we took this one in on trade in.  

• 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.

  Ask them to check or brakes on 7/27/23 they said the brakes was just fine for. And allowed me to leave their shop with bad brakes and now it caused my rotor to go bad and I have a four month old baby that I travel with a lot I had to replace a tire in my tires was under warranty gave them a receipt they never reimbursed me I asked if they would reimburse me for my brakes to be done they never got back with me

  

  Business Response

  Date: 08/23/2023

  The customer was contacted directly.  The customer brought the car back in to us. The brake pads were inspected and were indeed found to be under specification and in need of replacement. We replaced front brake pads and rotors at no charge to customer. Customer is now satisfied with repairs and with the fix per the service manager.  This was completed on August 18,2023 for the customer named ******* ******** who is the car owner. 

• Initial Complaint

  Date:06/28/2023

  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.

  Purchased a vehicle that was sold to me as having no accidents, damage or repairs.
  Turned out the vehicle had been in an accident and needs repairs costing around $3500. The dealership refused responsibility.
  All I asked was for them to provide the parts for the repairs.

  

  Business Response

  Date: 06/28/2023

  Customer bought an 8 year old pre owned car and 4 months after the sale, contacted us stating there is damage to a bumper and headlamp. The vehicle was purchased AS IS.  We provided the customer the copy of the Vehicle history report we have access to at our dealership and it showed no reported accidents. We cannot guarantee that the car has never been in an accident, just none were reported to  or verified by Auto Check. 

  We have explained to this customer that we will not be participating at all with repairs or paying for parts for any damages. He is not satisfied with our answer. 

  Customer Answer

  Date: 06/28/2023

  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.

   

  I did run the ****** before buying the car and told the salesman about possible damage that the ********* did not show. He dismissed it and said the car was good. I asked if the car had been in any accidents, had damage or repairs. The salesman assured me that the car had been inspected by the dealership and there was nothing wrong with it. You are right, I am an idiot for choosing to trust you instead, on that we agree.
  
  
  I did see the damage when I got the car, the guy that delivered it pointed it out. The front grille was broken. It was a small item costing $65. As a reasonable customer, I didn't think it was worth claiming it.
  
  
  I did tell your salesman in early April about the failing headlight and the need to repair it. He likes texting, not calling, ask him. It was not 4 month later.
  
  
  The real damage was not evident until the front bumper was removed to have access to the headlight. Badly repaired accident.
  
  
  It took me that long to tell you because I travel for my job. I am out of town 18 days per month, and the parts ordered were on back order and took a while to get.
  
  
  You can pick and choose the "facts" that work for you to rationalize your case, but in the end, you passed on a damaged car as good to a customer that decided to trust a certified Chevy dealership.
  
  
  Regards,
  
  
  
  ****** ********** *********
  
  

  Customer Answer

  Date: 06/30/2023

  The dealer refuses to help. They claim the ********* shows no accidents. I ran the ******, but the salesman dismissed it and said their inspection revealed nothing wrong with the car. I trusted the Chevy dealership inspection to buy an "AS IS" car free of accidents or damage or repairs. Manager Greg asked for part numbers when I asked to please just provide the parts so I could fix the car. 

  

  Business Response

  Date: 07/12/2023

  Here is the vehicle history report that states there was no accidents on the car that we could verify.  This was the only report we had on the car. The damage was not visible to be able to see at inspection.  Even by the customers own admission, he had to partially disassemble the car to see it. There is no way for us to have known this existed. The car was sold AS IS and therefore as far as we are concerned, we don't owe him any money for refund or parts. 

  

  Business Response

  Date: 07/13/2023

  We don 't even agree that the damage was there. This vehicle was sold and in the customer's possession for 4 months prior to him mentioning any damage.  We are not giving any discounts/money back to the customer when it was sold AS IS.

   

  Customer Answer

  Date: 07/13/2023

  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.

  The only resolution Tom Gill has offered is that they bear no responsibility.

  At one point one of the managers did ask me for the part numbers in what appeared to be intention to at least provide some of the parts needed to fix the car. However, a different manager then contacted me and basically told me that I had agreed to buy a damaged car and it was my own fault for not doing my own due diligence. I had never before experienced a business blame a customer as being too stupid to take their word for it, and now they are implying that I did the damage after I got the car. It is conceivable that their team of expert professionals missed the accident and damage on this car, fair enough, but I did tell them about the ****** report that they quickly dismissed. They record all the phone calls for customer service purposes; I challenge them to go and listen to the conversation between the salesman and me. Now, accusing me of damaging the car after I got it by disagreeing that the damage was even there when they sold me the car is just dishonest and disgusting, and it only reflects on their own ethics.

  They claim I only told them 4 months after I got the car, but I told the salesman back in April, barely 2 months, yes after I had to take the bumper off to replace the ballast. I travel for my job and have little spare time; the parts were on back order, and it just took time for me to get to the issue. Clinging to the time it allegedly took me to inform them is just a poor excuse and does not alter the fact that the car had been in an accident as the ****** report states. They promised an "AS IS" accident, damage, repairs free car and they did not deliver, they just passed it on to an unsuspecting customer that trusted a certified Chevrolet dealer.
  
  
  Regards,
  
  
  
  ****** ********** *********
  
  

• Initial Complaint

  Date:06/09/2023

  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 took my car to *********** collision center they told me my car was done a week early I got my car back it was missing pieces my car is two different colors it has dirt in the paint and they said that there is nothing that they could do I found out that none of the mechanics are certified And I’m very unhappy my dad‘s truck is also up there getting repairs done to it and they told us it was supposed to be done two weeks ago and we went up there to pick it up and all the damage wasn’t fixed my main concern about this issue Is none of the mechanics are certified to work on vehicles my insurance paid $12,000 I paid $1000 deductible and they did $6000 worth of work to my car And my car is still missing pieces and they still haven’t did anything to resolve it or get my car fixed the rest of the way.

  

  Business Response

  Date: 06/16/2023

  The customers car was returned to him without 2 parts that are on backorder. This was explained to the customer at the time and he was ok with taking the car without the parts. The paint match situation has been addressed to the customer. The insurance company only paid to paint one side of the car because that's where the damage estimate was located. We have completed the paint work that was paid for by the insurance estimate. Any additional paint work would need to be approved by the insurance agents. We provided the customer the name and contact info for the insurance company agent to work out those details if necessary. When the parts come in that are on backorder, we will contact the customer and install them. 

  Our employees are ASE certified as well as our painter. There is no individual insurance certification for each insurance company so we have no idea what the customer is referencing that our employees are not certified. 

• Initial Complaint

  Date:03/22/2023

  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.

  False Vehicle Price Advertising
  On the business website a vehicle was listed with a $10,500 discount. Based on the advertisement, I scheduled an appt with the dealership.
  The discount was discussed during the test drive phase and the salesperson was able to verify the advertised discount on the company website.
  The salesperson and I proceeded with the purchase of the vehicle - including the finance application. This involved pulling a credit report and subsequently resulted in a potential negative impact on my credit score. AFTER this process took place, the dealership manager stepped in and halted the vehicle sale because the advertised discount was “incorrect”. The dealership refused to sell the vehicle for the advertised price.
  I am seeking resolution of this dispute by asking the dealership to honor the website advertised discount.
  I was told the vehicle price was being updated while I was at the dealership. However, More than an hour after this interaction, the dealership had yet to correctly update the vehicle price.
  I am attaching a screenshot of the vehicle advertisement with the disputed discount listed.

  

  Business Response

  Date: 03/28/2023

  Unfortunately, the pricing error on this vehicle was caused
  by our inventory system. The system changed the MSRP of the vehicle, and
  provided incorrect information to our website. This setting should have never
  been allowed in our system, and unfortunately we did not catch the incorrect
  information until several people had seen it published online.  We have contacted our vendor and have had the
  settings changed so that this can not happen again in the future. We do
  disclose on the website that pricing may not be accurate do to errors beyond our
  control. We are sorry for the grief caused by this error and are doing all we
  can to make sure that it does not happen in the future.

  Customer Answer

  Date: 03/28/2023

  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.
  

  The response from the business did not adequately address any of my concerns.

  My primary complaint is regarding False Advertising. I made my intentions clear regarding the listed vehicle price about a week prior to actually viewing the vehicle in person. The dealership had multiple points of contact to "realize" and correct the mistake: the initial point of contact with the salesperson via the dealership website, prior to the actual appt to view the vehicle at the dealership, any time during the test drive phase, and any time during the 2 + hours of filing out purchase paperwork. 

  There is no resolution as to why the purchase was allowed to proceed over 2 hours before realizing the "mistske". The response.  does nothing to acknowledge the sale progressing beyond the credit application before the "mistake".

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

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 23 2021 I bought a car from Tom hill I was told the car I purchased was in service and I could not test drive it once I got back from test driving one car the salesman told me service put fuel in the ford fusion and that caused the check engine light to go off. So I purchased that car on a loan. I had the car 2 weeks when it caught fire I couldn’t get it into service until oct 1st they said coolant was leaking into the oil causing the fire. I had the car a whole 2 weeks and Tom hill said that was my issue when obviously it was a preexisting problem from before I purchased the car I paid on my loan till march 2022 then I stopped paying because the car was still at Tom hill needing a engine and I don’t feel I should be responsible for a 14,000 car that I only got to drive for 2 weeks now it’s going against my credit score which is a 445 bc of a product I never got in a good running condition. I would like to see this come off my credit report & possibly a refund for the 6000 I paid on the car.

  

  Business Response

  Date: 01/12/2023

  *** ******, purchased a **** **** ****** from our dealership on 8/23/21 with 92,536 miles, on a completely as-is basis.  *** ****** acknowledged in writing that the vehicle included no warranty whatsoever, and she declined to purchase a Service Contract offered to her at that time.  On 9/23/21 *** ****** inquired about a Service Contract in our Sales department, but did not make a purchase.  On 10/1/21. she presented the vehicle to our Service Department with complaint of check engine light on, smoke from under hood, and a burning smell.  We found an under hood fire had occurred and damaged the engine, requiring engine replacement along with many other under hood components.  Repair estimate was $6500.    On 10/5/21 she inquired about trading in the vehicle.  The dealership offered to provide $2000 toward purchase of another vehicle or $1000 toward the repair of the current vehicle.  *** ****** declined both offers.  No further contact occurred.  Despite numerous attempts over many months, *** ****** failed to respond or to retrieve her vehicle, until it was eventually repossessed on or about 8/21/22.  There has been no further communication with *** ****** and our dealership until this BBB complaint was filed.

  Customer Answer

  Date: 01/15/2023

  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. 
  
  
  
  Regards,
  
  
  
  ********* ******