Complaints

This profile includes complaints for Salvadore Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Salvadore Auto Group

  442 West Broadway Gardner, MA 01440-3110

  
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  Salvadore Auto Group

  431 W Broadway Gardner, MA 01440-3109

  

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:03/29/2024

  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.

  After the ***** ****** ** was announced by ***** as an upcoming vehicle, I placed a $100 fully refundable deposit down on a reservation for the vehicle on July 18, 2022. Per the Terms and Conditions of the reservation agreement, the deposit was received and held by my selected dealer (Salvadore Chevrolet in *******, **). After ***** started producing the vehicle and shipping them to dealers, which was over a year later, I decided that I no longer wanted the vehicle, and I cancelled my reservation on September 15, 2023. I received a confirmation email (see attachment showing that my reservation was cancelled) saying that I should receive a refund on my deposit in 7 business days. I did not receive a refund in the 7 business day time frame as described in the Terms and Conditions, but I decided to wait before reaching out because other customers mentioned getting their refunds months later.Two months later in November, after still not receiving my refund, I reached out to the dealer to ask about the refund and they claimed that ***** was holding up fulfilling refunds. Later on, I contacted ***** corporate who also sent me the same email as before saying that my reservation had been cancelled. But still I did not receive my refund. It has now been more than six months later, and I have not received my refund. I have visited the dealer in person and called them and each time they have made excuses or not given a clear answer for why my refund hasn't been refunded.Not once during this process has anyone from the dealer reached out on their own to contact me and explain what is going on. It's only of my own efforts and volition that I have even been able to speak with anyone there. Even when I was promised by an employee of theirs that someone would be calling me back, I received zero follow up. To this day, I have not received any indication from the dealer that they are making an effort to refund my deposit.

  

  Business Response

  Date: 04/17/2024

  Hi, The customers deposit was received by Chevrolet corporate and not Salvadore Chevrolet. It was held up in corporate as part of their EV reservation process. We never received the customers money. However, the customer was relentless and insisted that Salvadore Chevrolet reimburse the deposit so we have reimbursed the $100 deposit that we never received. The customer now has it and continues to still complain and write bad reviews about us. This had nothing to do with us other than him selecting Salvadore Chevrolet as the pick up location, had he chosen to follow through with his purchase. I am sorry that this happened, but unfortunately, this is not part of our system. Again, the customer has received his deposit back
  

  Thank you

  ***** Salvadore 
  

  Customer Answer

  Date: 04/18/2024

  Hi Lauren,

  Thank you for forwarding the correspondence from the dealer to me. I apologize for not closing out the claim earlier. As the dealer noted, they did refund me my money. Once they sent me the refund, I tried coming back to the BBB website, but it was not clear to me how to close out a complaint that had not been responded to yet by the business. I should have reached out to you all earlier, and I apologize for that.

  That said, the dealer, in their response, suggests that they never had my money. But as the reservation agreement I attached in my original agreement shows (the highlighted section), Chevrolet states that the dealer is the one who holds the money. All I know is that I was charged $100 on my credit card. When I tried to contact them to get a refund, they deflected or ignored me. Instead of actively working with me to resolve the issue, they went silent. From reading the experiences of other people who placed similar deposits at other dealers, I learned that those customers received refunds on their deposits in a timely manner after contacting their dealers. This dealer could have treated their customer with respect and fought on my behalf against Chevrolet corporate to get my money back. They could have kept me in the loop about their efforts to get my money back. They could have shown any inkling of interest in doing right by me. But instead, they ignored my requests for assistance. They only decided to act after I posted a negative review on ****** Maps. It was a single review. So it is also disingenuous of them to suggest that I continue to leave bad reviews, implying that I've left more than one bad review. It was one review that states the plain facts of the case. Note that I submitted this BBB complaint (which I'm assuming is not publicly visible) prior to my ****** review.

  Lauren, I thank you for your time in being the mediator in this case. As I have received, my refund I will seek no other recourse. But I will continue to hold firm in my stance that the business was not acting in my best interests during this process. Only at the end, when their reputation was on the line did they decide to act.

  Customer Answer

  Date: 04/18/2024

   
  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.
  
  Sincerely,
  
  *******************