Complaints

This profile includes complaints for Chevy Chase Automotive LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chevy Chase Automotive LLC

  7701 Wisconsin Ave Bethesda, MD 20814-3521

• 

  Chevy Chase Automotive LLC

  7725 Wisconsin Ave Bethesda, MD 20814-3521

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:09/21/2023

  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 purchased a vehicle from Chevy Chase Acura on 09/11/2023 and was advised the “Document Processing Fee” of $500 is required by law and also was charged sales tax (6%) on Documents Processing Fee. So in all I paid $530 that I believe in State of Maryland is not a required charge. Second issue is that I was indirectly forced to finance the vehicle. Per sales manager, the dealership gets incentives from financing company and if I do not finance, I will have to pay $1000 more for the vehicle. In my opinion this practice is not in line with Maryland State and/or Federal Laws.

  Business Response

  Date: 10/27/2023

  Re: Response to BBB Complaint ID:  – Concerns Raised by *** ******* *****
  

  Dear BBB Representatives,
  
  We appreciate the opportunity to respond to the concerns raised by *** ******* ***** regarding his recent vehicle purchase at Chevy Chase Acura on 09/11/2023.
  Document Processing Fee and Sales Tax: At the time of *** ******* *****'s purchase, we clearly outlined all charges associated with his transaction, including the "Document Processing Fee." The fee is not portrayed as a requirement by the law but is a standard dealership charge to cover costs related to paperwork and administrative tasks. We acknowledge that a 6% sales tax was applied to this fee, totaling $530. All charges were presented transparently, and *** ***** had the opportunity to review and question any fees before finalizing his purchase.
  Financing Incentive: Regarding the vehicle's financing, our sales manager provided information on a finance incentive. Dealerships often offer better pricing and incentives to customers who finance, allowing additional savings to be passed on to the customer. We do not force customers to finance their vehicles; however, we communicate the pricing structure and available incentives transparently. *** ***** was informed that he would forfeit a $1,000 finance incentive if he chose not to finance. This option was communicated upfront, and *** ***** agreed to the terms at the time of purchase.
  
  Before finalizing *** ******* *****'s purchase, we thoroughly reviewed all the concerns he mentioned in his complaint. *** ***** initially requested that the "Document Processing Fee" be waived. In response, we clarified that the sale of the RLX would only proceed if the fee were included. We presented *** ***** with a clear and comprehensive overview of all available options. Our foremost goal is to ensure our customers are well-informed and pleased with their choices. Should *** ******* ***** need further information or seek added clarification, we stand ready to engage in a direct conversation.
  
  We genuinely appreciate your attention to this matter and remain committed to addressing the concerns and ensuring the satisfaction of our esteemed customers.

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a regrettable turn of events, I found myself reaching out to Chevy Chase Acura for service records after facing battery issues with my Acura Certified Pre-Owned vehicle. The interaction I had with their servicing department was not only disappointing but also deeply frustrating. The service advisor I spoke to, unfortunately, epitomized unprofessional behavior. Her discourtesy reached a new level when she repeatedly cut me off mid-sentence, an absolute disregard for the basic rules of a conversation. As I attempted to provide my VIN, she curtly interjected with "hold on," offering me no opportunity to finish. The lack of respect and cooperation was glaringly apparent and unacceptable. To make matters worse, she ended our conversation abruptly by disconnecting the call without any warning or conclusion. Such behavior is entirely unfitting for someone in a customer-facing role and raises serious concerns about her suitability for the position. I was lucky to later connect with ****** from the scheduling department who proved to be very sincere and helpful. Yet, the bitter taste left by the initial advisor was not so easily washed away. This ordeal has led me to a firm decision - Chevy Chase Acura will no longer be a dealership I'd consider for any sort of business. The blatant lack of respect and decency displayed by their service advisor is a clear reflection of their customer service standards. I hope that this review will come to the attention of the general manager and that they will take the time to review any recorded calls. The way their customers are being treated is truly concerning and requires immediate rectification. Chevy Chase Acura, unfortunately, you have lost my trust and potential future business. Your inclusion on my 'avoid at all costs' list is well-earned.