Complaints

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:01/27/2025

  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 purchased a brand new 2025 Chevrolet Traverse on 11/22/24. On Jan 1, 2025, the car started having transmission problems. I called the dealership on Jan 2, 2025 and was told that I would have to make an appointment to have diagnostics performed. On Jan 3rd, the check engine light came on. After calling the dealership, I was told to bring the car down there. I ended up stranded on the side of the road. The car was towed to the dealership. I spoke with the Sales Manager and told him I felt like I was sold a lemon and that I wanted them to replace the car. He asked me what color I would like and implied he would work with me. He also mentioned that GM has a goodwill program that they could use to assist with the payments (since I was making a car payment for a car that I was not able to drive). After a week of hearing from him that the District Manager would call me (with no contact from her), I reached out to the GM Customer Care team. I was told that they would start a buy-back claim. On 1/23/25, the customer care team mentioned that the dealership advised that my vehicle should be completed this week. I explained that I did not want to pick up the vehicle because I wanted the buy-back option. I also explained that I did not want to drive the car, because I do not feel safe in a vehicle that is going to leave me stranded on the side of the road. I was told that they would advise the dealer accordingly. Today, I have been told that the buy-back claim was denied, my car is ready, and I need to pick it up now. I asked if I could wait until I hear what the goodwill was going to cover and was told no. I feel like I have been sold a lemon and am receiving no support from GM or the dealership. I didn't even make the first car payment when I ended up stranded on the side of the road. I understand that cars have warranty's, but did not expect to have these kind of issues with 2700 miles on the car.

  

  Business Response

  Date: 01/28/2025

  To whom it may concern,

  When we were notified that the customers vehicle had broke down on the way to our service department, we sent a tow truck immediately to pick the customer and her vehicle up. We provided the customer with a loaner vehicle from our used car inventory because at the time didn't have any service loaners available. We diagnosed the issue and reported this to general motors which general motors decided to ship a new transmission to install and expedited shipping so we could get the vehicle repaired and back to the customer in the shortest amount of time possible. The customer did contact GM Customer Care, Case**************, while we were waiting on the transmission to arrive. GM Customer Care has the authority to approve or deny a buy-back claim, not our GM Service Rep., and once our GM Rep. was made aware that the customer had an open case with GM customer care, she had to allow them to review the customers claim and make the decision if this situtation warranted a buy back. We were made aware that GM Customer Care denied the claim for a buy back. Repairs to the vehicle were finished on Jan. 24th and the customer was contacted. We let the customer know that we did get approval for a payment reimbursement and are working on processing this through GM now.  We delivered the customers vehicle to their work yesterday the 27th and brought the loaner vehicle we loaned to the customer while making the necessary repairs.  

  We hate to see any of our customers have issue with their vehicle, especially brand new vehicles, and will do everything we can within our area of responsibility to make sure our customers are taken care of.  Please let me know if there is anything else we can provide or do for the customer. 

  ***** *****

  General Manager

   

   

   

  Customer Answer

  Date: 01/28/2025

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

  I was told by the Sales Manager that I would not lose money on this. I was also told that he was looking for another vehicle that he would use to trade me out of mine.  Inherently, a new vehicle with a major maintenance issue (such as a new transmission) is worth less than a new vehicle with no maintenance issues.  I'd like the Sales Manager to honor that, and I am requesting an even trade on the vehicle.   

  
  
  
  
  Sincerely,
  
  
  
  *** *****

  

  Business Response

  Date: 01/29/2025

  I explained to the customer that we have another unit ordered that is due to arrive within the next 4 to 6 weeks, maybe sooner. I have it tagged with her name on it as well.  We will honor giving the customer a trade in value of $54,204.00, this is what we sold the vehicle to her for. We have tried locating a similar vehicle with other dealers to maybe trade one in but these vehicles are very popular and every dealer we have been in touch with will not trade theirs out.  So, I hope this will give our customer a little confidence knowing that we will do all we can to get her in another new vehicle and give her in trade value what we sold the vehicle to her for. Please keep in mind, we can only offer the same trade value as long as the vehicle condition is like new when we have a vehicle to trade her into. No accidents, major scratches to the paint or dents, etc.  

  Customer Answer

  Date: 01/31/2025

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

  With this proposal, the price that they are showing me financing is $2600 above what I financed for the current vehicle.  This means that I am taking a loss of $2600.  To not take a loss on this vehicle, I should not have to finance more than what I initially financed.  GM Customer Care is working to see if they can offer me reward points that I am willing to use to get the financing equal to the original financing, but am holding firm that the financing should be within $100 of the original financing to keep from taking a loss. I am asking that you honor your commitment, which clearly stated that I would not take a loss. 

  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:09/30/2024

  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 bought a truck from mtn chevy, i was told it was certified preowned an in less then 48 hours i was pulled over for a tail light out, the truck was over heating due to a coolant leak an the transmission was leaking from the bell housing, i have waited two weeks for the dealer to make it right with no word or update, just them stating they are waiting to hear back from the bank

  

  Business Response

  Date: 09/30/2024

  The Vehicle the customer purchased was not a certified vehicle due to the vehicle having 103,530 miles on it. The Dealership provides a 6 month 6,000 mile limited powertrain warranty on pre-owned vehicles with less than 100,000 miles at time of purchase at no charge but this vehicle doesn't qualify due to being over 100,000 miles. We apologize for the vehicle having the issues it did and we have provided the customer with a loaner vehicle at no charge while our service department diagnosed the issues with the vehicle. We've gone ahead an cancelled the contract with the bank and are waiting on the bank to finalize this and have been told this should take place within the next 24 to 48 hrs. We have to wait for the bank to finalize the cancellation before we can attempt to get the customer approved on a different vehicle, but if the customer would rather pick their vehicle up they were trading in and not allow us to work out another vehicle with the customer and the bank, he is free to do so at anytime since the contract is being cancelled with the bank. We would rather help the customer into another vehicle once the bank has processed the cancellation and we should be able to do this today or within the next few days at the latest.  We apologize for this inforseen issue but we feel that we have done nothing wrong and trying to accomodate the customer the best we can by providing transportation at no charge while the bank processes the cancellation and the customer can pick their vehicle up that they were trading in originally if they choose to do so. I did try to call the customer to explain this and the salesman has been in contact with the customer even speaking with him just a few days ago on the 27th of September.  

  

  Business Response

  Date: 10/07/2024

  we have resolved this customers issues. We were able to cancel the contract and refund his down payment money.

• Initial Complaint

  Date:08/27/2024

  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.

  We purchased a 2016 Ford F150 King Ranch on 6/15/24. Our trade in was a 2017 GMC Acarida Denali. I have all paperwork for this transaction. The vehicle needed detailing so we did not take it with immediately, the salesman met us at a designate place to pick up our trade and dive us the vehicle. Immediately after receiving the vehicle we noticed the vehicle's seats were not working, heating and cool seats, a noise in the drivers side rear and noise in the back brakes. We notified the dealership and were told to bring the vehicle back in for repairs, repairs were not performed completely. My husband was told to drive the vehicle for a few weeks and the brakes should work their way out from being new .During this time they had the vehicle several times for different issues. On July 3rd we took a trip to GA and almost didn't make it back, the transmission, which has now been replaced along with several issues still pending. The vehicle has been in their possession since July 8th 2024 for repairs, we're making payments and paying insurance. We asked for return of our vehicle and refund, their solution was to put into another vehicle and charge us more money. I have spoken to ***** White general mgr, ******* ******, owner, *** ******** **** ***** *** ******* ****** ******** **** ********* all of whom have made promises that have not materialized. In addition to all the other issues, we noted that there was an active recall on the vehicle that was not repaired prior to selling. It has now been 8 weeks to the day the vehicle was placed in their possession. We are tired of the cat and mouse game the and want a full refund!

  Customer Answer

  Date: 08/27/2024

  I just got off the phone with ***** at the service dept at Mountainview Ford. Last week he informed me that they had inspected the seats and determined that a repair was needed to the tune of $1476.29 plus tax and that he was obtaining authorization, today he states that the repair has not been authorized. This was one of the original issues that was noted with Ben the sales representative.  ***** also informed me that the brakes were not the issue but the rear differential which is being replaced. 

  He stated that all communication was to go through ***** ***** general sales manager, however ***** does not communicate with us.

  The seats need to be repaired!
  
  

  Here is the recall we found online after the issues occurred.

  
  

  The 2016 Ford F-150 has had several recalls, including issues with the brake master cylinder, seats, and exhaust:

  • Brake master cylinder

    A recall in 2022 for certain 2016–2018 F-150s with 3.5L Ecoboost engines found that the brake master cylinder could leak brake fluid into the brake booster. This could lead to increased pedal effort, reduced front brake function, and a greater distance required to stop the vehicle, which could increase the risk of a crash. The recall number is NHTSA CAMPAIGN ID: *********.

  Thank you,

  ***** ****

  

  Business Response

  Date: 08/29/2024

  In response to this complaint:

  The consumer and spouse purchased an 8 year old pre-owned vehicle with 88,021 miles on June 15th 2024 and took delivery of the vehicle the same day. The consumer selected the vehicle, test drove and negotiated the purchase of the vehicle. The consumer did not voice any concerns with the vehicle at the time they negotiated their purchase. They were informed that all sales are Final. The Purchase included a six month, 6,000 mile limited powertrain warranty that covered the engine, transmission and driveline. The consumer was offered, but declined to purchase, a warranty with more comprehensive coverage. With the exception of the components covered by the limited powertrain warranty, the consumer was informed they were purchasing a preowned vehicle with no other warranty coverage. Any Non-powertrain related repairs would not be covered. The consumer contacted the dealership on the 17th of June making a complaint about the cleanliness of the vehicle, so we scheduled the customer to bring the vehicle back in so we could re-clean the vehicle and provided the customer a loaner vehicle while we performed the work. The customer dropped the vehicle off and picked it up on the 20th. We received a message a few days later about the cleanliness of the vehicle again and that they weren't happy with it and also an issue with the heated and cooled seats. Then towards the beginning of July the consumer contacted us again with transmission issues, so we had them bring the vehicle in and we supplied them with a loaner vehicle. We took their vehicle over to our Ford Store across the street so they could look into the transmission concern and a brake concern they mentioned. Ford Checked the vehicle in on July 12th 2024 and started diagnosing the issues a few days later once a tech became available. They were able to get the transmisssion covered under the 6 month, 6,000 mile limited powertrain warranty, and the rear brake concern was not brakes at all but an issue within the rear differential. Both the transmission and the rear differential repair are covered under the limited powertrain warranty. The transmission has already been replaced( and comes with extended coverage beyond the limits of the limited powertrain warranty) and the rear differential repair is in process ( and also comes with extended coverage beyond the limits of the limited powertrain warranty).

   

  We share the consumer's frustrations at the time it has taken to get the repairs completed but we have provided the consumer with a loaner vehicle this whole time. The consumer's reference to recalls on the truck is something only recently discovered and these recall repairs or inspections will be completed while the truck remains in service (assuming parts are available for any required recall repairs). The consumer did ask to return the purchased truck and take back their trade. Nonetheless, the consumer acknowledged that all sales are final. Moreover, the consumer's trade had already been disposed at the time this request was made. We offered to help them find another vehiclewith which they might be happier. Unfortunately, the consumer was not satisfied with that solution. 

   

  The consumer purchased a preowned vehicle, was informed of and acknowledged the risks asscociated with such a purchase. Except for the heated and cooled seats, all repairs requested have been or are being completed at no charge to the consumer. We have honored, and will continue to honor, our repsonsibility to the consumer. We expect the consumer to do the same. 

  Customer Answer

  Date: 09/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:**** and *** ****** both were notified of the issues with the vehicle, on the day of delivery and the the other on the Monday. If they had serviced the vehicle the way they should have we would not be where we are currently. When we were at the desk with *** ******,  one of their sales agent, a female came running in asking about the truck and there was someone standing on the other side of the truck, all you could see was the ***** shoes, I'm not sure if it was an actual customer or a sales gimmick to get us to sign the contract. *** ****** was notified the day of delivery that the seats were not working and a noise in the back seat and brakes and that the car was not detailed good, food in cubbies and  interior was dirty..  On Monday June the 16th we called the dealership detailing the items that needed attention, my husband was told to bring the truck back in, he did and they gave him a loan . Later that day he was informed that the work was completed and to pick up the vehicle. He was informed that the noise on the back seat was a support bracket was loose and it was fixed, brake pads had been replaced and to drive the for a few weeks to see if it went away, if not bring back in, it didn't .  Also during this time the vehicle was taken back for a more thorough detail, same issues and it was during this time that **** got into an altercation with my husband causing him great stress, he has heart issues. The vehicle was taken back several time for the same thing.  On  July 3rd,2024 we took a trip to GA for a visit, the noise in the rear end, what we thought were the brakes got worse and then the vehicle became increasingly difficult to drive and jerking, like the entire front end would come out. I called **** and his response was you should have purchased an extended warranty( it came with one), the vehicle was taken back to them on the 8th of July. We were given a loaner vehicle and, the truck was then pulled into the Chevy repair shop, two vehicles later, and Friday morning I call the Chevy repair and they stated that they could not find the issue and was sending it to the ford dealer that day, so on July the 12th,2024, according to Chevy, the truck was taken to Ford where they determined it was the transmission and it was under warranty, the claim was filed and the warranty company informed them that the transmission had to be taken apart and pictures sent to them for approval of replacement. I spoke with ***** at the Ford dealership service, at this time I asked ***** about the other issues with the truck to which he stated he was not aware of anything else. I infomed ***** of the seats as well as the brakes, the and a noted recall which they had not taken care of prior to placing on the lot for sale, turns out the rear differential was the issue with the rear end not the brakes as stated.. Today marks 9 week that the vehicle has been in their possession. This is way too long for any vehicle to be in for repairs, even though they have provided a loaner, the undue stress this has placed on my husband and myself is far reaching creating health issues.Here's my thoughts, my husband and I have been married going on 46 years, bought used vehicles and never had one with problems. We feel that if they had truly serviced the vehicle, it would not be in this position today.

  As far as management goes, well *** and **** the sales managers have never contacted us since the incident, **** promised to get to the bottom and refused to work with my husband after the altercation with him, so its been me.  ***** ***** the General Manager would follow up occasionally, but for the most part refer communication to ***** regarding repairs.  It was after this that i reach out to ******* ****** regarding the issues and his thoughts are you bought it, it's yours. Currently we don't know the status of the vehicle regarding repairs and according to *****, they ar refusing to repair the seats. I suggest that whomever is in charge of checking these vehicles out be released from their position as the transmission or the rear differential could have gone out on  us going down the highway at 70 miles causing an accident due to an abrupt stop or not being able to stop at all. Las but not least, when we purchased the vehicle **** promised that we could keep our same tag number, but when we get the new registration in, it has a Hamilton County tag. I must assume that they have their names on the rear of enough vehicles that one bad one won't affect their reputation. I guess two dead or injured people because of their lack of responsibility is no big deal. We are retired individuals and don't have unlimited resources and for someone to take advantage of the senior population is just plan wrong.

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 09/03/2024

  As I read and reread their scripted responses to the complaint, I am once again reminded that we are not dealing with character and integrity, but someone sitting on the other end detached from the human aspect of the situation. All the complaints were noted with **** and *** originally, then when no action was taken, it was elevated to ***** White, then ******* ******. Here are our thoughts, if the vehicle had been fully serviced by knowledgeable individuals that truly cared, we would not be where we are today. This vehicle should have never been placed on the lot for sale in the condition it was in.
  The dealership was aware of the recall on the vehicle as it was posted on the sticker( please note the documents) as an open recall. At this point we are willing to pay for parts, if the dealership is willing to provide the labor on the seats. We have at the point of purchase been in constant contact with *** ******, sales agent, **** the sales manager as well as *** the sales manager, all were made aware of the issues. 
  Our last resort after **** had an altercation with my husband was to reach out to ***** White then when he did not respond or update us, I reached out to ******* ******. However, not to our surprise **** forgot his promise regarding the tag issue, *** the sales representative was also notified.
  While the dealership has been generous in their loaner of a vehicle, yesterday September 2,2024, marked 9 weeks the vehicle has been in their possession. This is beyond buyer beware, it's what can the dealership get away with before the warranty gives out.
  
  Thank you,
  *****

  

  Business Response

  Date: 09/10/2024

  *******, just following up with the information we sent to the ***** ** ********* ******** ** ******* ******* addressing all of the consumers complaints and their response notifying us on September the 9th that they have contacted the consumer and closed the matter. Please let me know if there is anything else I can provide. 

  Thank you for the opportunity to respond to the consumer's additional concerns.
  
  Obtaining the factory reset code is not a concern or problem with the vehicle. Nonetheless, the code has been obtained and, for security reasons, will only be communicated to the consumer.
  
  Since the issue raised yesterday was already repaired and the issue raised today is merely a request for information, we assume all the consumer's complaints or concerns have been resolved or are actively being resolved. To recap, the concerns raised, and their dispositions, are as follows:
  
  1. The transmission malfunctioned -the transmission was replaced.
  
  2. The rear end became noisy- a replacement differential is ordered and will be installed.
  
  3. The heated/cooled seats do not function - waiting on authorization from consumer.
  
  4. The customer prefers a Bradley County tag- "BRADLEY" sticker has been secured.
  
  5. The left rear seat brace was detached - seat brace was repaired in June 2024.
  
  6. The customer requests the factory reset code - code has been secured.
  
  As noted, we continue to await the consumer's authorization to repair the heated/cooled seats. Parts may need to be ordered for this repair which cannot be done before authorization is received.

  Customer Answer

  Date: 09/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is the same scripted response I replied to regarding the ** ******** **** complaint. I must assume that you did not follow up with Mr. ****** as these issues were addressed with him and noted.  Mr. ****** sent me an email today independently of this complaint. However Monday will be 11 weeks that the vehicle has been in your possession, which is way too long. I'm finding one of the biggest complaints, besides the vehicle is the lack of communication from all the staff. I will say, to this day I have not heard from ***** White since August 19th, 2024 when he instructed me to reach out to ***** at the Ford dealership, we have not heard from **** or ***, the sales managers since day one, this is exactly the kind of customer service one should strive not to have.

  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:04/16/2024

  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 bought a 2021 chevrolet colorado LT extended cab from mtn view chevrolet and it didn't come with back seats and I asked the salesman if I could get seats for the back and he told me that I could. I messaged him about it every day and he told me he hasn't had time to get with the maintenance department to see if I could. After a week he told me that I couldn't get seats at all and that I might be able to get aftermarket seats. I checked on after market seats so now I can't ride my children in this truck that I bought and I work hard for my money and I can't carry my children in it legally and I went back to mtn view chevrolet to try to get something else that will benefit me and my children and they told me there isn't anything that they could do about it.

  

  Business Response

  Date: 04/16/2024

  I've had a conversation with the sales consultant that assisted the customer with this purchase and it was explained to me that the customer was aware that the vehicle did not have back seats and the original window sticker states the same. Our sales consultant states that the customer asked if he would be able to get rear seats for the vehicle and our sales consultant stated that he did not know but would check with our parts department and see. The vehicle was built as a fleet vehicle and ordered with the rear seat delete package, and after investigating further we are able to order the rear seat with all of the mounting brackets and the cost for all of the parts before installlation is approximately $2400 in parts before installation. I apologize for our sales consultant stating that we couldnt get a rear seat for the truck and he claims that he asked and maybe he was told he couldn't but we can.  The customer knew what he was purchasing at the time he purchased the truck and he knew that the salesman was unsure whether a rear seat could even be ordered for the truck and purchased the truck anyway.  We never misrepresented the vehicle or anything to that nature. If the customer would like to purchase the rear seat and have it installed, we can order it for him and I'll even offer a 15% discount on the parts, but the customer is responsible for paying for the parts and installation or just the parts if he will be installing the seat himself or have a 3rd party perform the installation.  We did try and trade the customer out of this vehicle on 4/15/2024, but were unable to get an approval from any banks unfortunately at this time but will continue working on it.  

• Initial Complaint

  Date:02/23/2024

  Type:Billing 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.

  Back in December, my wife bought me a truck for Christmas. The salesman at the dealership told her and myself that the truck was solid. Said that the truck was ready to work and do what is was meant to do. I informed them that the truck was going to be used for work. Hauling equipment,tools, etc. Since purchasing the truck, it has been getting repaired. It had several major oil leaks. The brakes actually blew apart while driving the vehicle and almost caused a major accident. For a truck that cost $22,000, and it made to haul things, it was not road ready. Roughly $6,000.00 later, I still sit here in February without the truck. This place is actually doing something dangerous by selling these big trucks without any kind of inspection.

  

  Business Response

  Date: 02/23/2024

  Mr. *******, I am going to pass this information over to the Manager at the store your wife purchased your vehicle with. I show that she purchased a Ford F-350 from Mtn. View 153 on 12/14/2023. I'm very sorry that you are having these issues and someone will reach out to you as soon as possible. 

   

  Regards,

  ***** *****

  General Manager

  Mtn. View Chevrolet

• Initial Complaint

  Date:02/19/2024

  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.

  Brought a new truck from Mtn View Chevrolet and the forward collision system quite working. This is a safety issue. Been waiting on a part for over a month. I have offered to trade the truck back to them if they will give me back what I paid but they have refused.

  

  Business Response

  Date: 02/20/2024

  Mr. ****** purchased his 2023 Chevrolet Colorado as a pre-owned unit on 12/5/2023 and on 1/24/2024 our service department discovered and notified the manufacturer of a module associated with the front camera being inoperable. I have attached an email response from our Representative with the manufacturer and a copy of the SPAC CASE report pulled this morning. SPAC stands for Special Part Assistance Center, they handle cases where parts needed are not available and they work to expedite the parts for customer repairs. We apologize for any inconvience this defect may have caused our customer and we are working along side GM to have the part we need to make this repair for our customer and will contact our customer as soon as we are notified by GM to schedule an appointment for the repair.  We took a look at trading our customer out of this vehicle into a New Truck but the banks were unwilling to approve the customer for a loan due to a high amount of negative equity causing the Loan to Value to exceed the banks guidelines. The Customer is driving his vehicle while we wait for the part to become available and the front camera being inoperable does not prevent the vehicle from being driven safley. Again, we are doing all we can and we are frustrated as well with not being able to make this repair that is needed but once we have the part we need we will contact the customer and schedule this repair and get him back on the road in the truck he purchased.  

  Customer Answer

  Date: 02/21/2024

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

  The negative equity exists because Mtn. View Chevrolet offered me 48,000 back for the truck.  I paid 62,500 for the truck less than 3 months ago.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 02/22/2024

  The market controls what the vehicles current value is based on market conditions within our area and that value has no relation to what was paid for the vehicle. As you will see in the attachment for our area KBB values the vehicle at $48,650 Trade in Value. Part of our equation when trading for a vehicle we have to take into account the amount spent on a vehicle to make it front line ready, oil change and checking all fluids, filters etc. So the vehicle is in top condition when we offer it to the next customer. We offered the customer what the current value is for his vehicle as a trade in. 

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Since the dealership cannot fix my truck in a timely manner (already been almost 2 months) they should be willing to put the same money back in the truck that I did when I purchased it.  But so far they have refused to do this.  This is not an unreasonable request.  All they are worried about is losing money on the trade not getting my truck fixed.  The fact that the part is not available at this time is not my problem I simply want my truck fixed.  I have asked why someone cannot go to the area in the factory where the forward collision system is installed and get one off the line put it in a box and send it to Mtn. View Chevrolet.  All I get told is that there is no delivery date for the part at this time.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/25/2024

  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.

  Purchased 2020 Chevy Blazer with a Signature Finish protection policy on it for $695 and is good for 60 months. Policy is sold through MTN. View Chevy for ********** ********* ****** **** *****. On my contract it only states windshield protection policy for description of policy with no attached rules or regulations. Per ********** ********* ***** website on the Signature Finish plan it states "if the windshield cannot be repaired, it will be replaced. My contract says nothing about a "B" plan. Simple as that no selection on whats covered and not covered. I only purchased this policy because of the past windshield accidents I had in the past. In 2021 they dealership sent *** ***** *** out to my work and replaced it which that company has the invoice for doing it. In 2023 same company came out and repaired a crack I had. Dealership is telling me they dont have any invoice for 2021 replacement so that means they do not replace only repair. *** Company also has record of the claim from 2021. I just want what they promised me during the buying process. The story is now there is a policy B plan and that policy doesn't cover replacement. My windshield is crack corner to corner from the repair job that was done in 2023. Mtn. View Chevy and *** Company can't provide me with a B policy or B plan they provide on what it covers. Only word of mouth per dealership. Either replace the windshield like my plan and paperwork states or refund me the plan amount money I paid. I also can provide any paperwork needed to complete this process. Thank you.

  

  Business Response

  Date: 01/25/2024

  Good afternoon, 

  I've attached 3 documents that will show where the customer called *** on 6/4/2021 about having the winshield replaced and you will see the "EST TOTAL" column is blank and this is because the coverage we sold the customer and signed for by the customer does not cover replacing a windshield, only repair. The "Signature Finish" package we offered to customers back in 2020 was a combination of a tire & wheel protection, paintless dent protection, windshield protection, and motor club with key replacement. The customer was told by the *** representative on 6/4/2021 that they do not have replacement coverage and I agreed to pay for the customers windshield as a courtesy to the customer as a gesture of good faith but never agreed to pay for every windshield when the customer needed one. I've also included the claim from 2022 where *** paid for the winshield to be repaired and the customer called *** on 1/24/2024 wanting to make a claim for windshield replacement and they again informed the customer that they did not have replacement coverage. *** offers a Stand Alone windshield repair or replacement package that they offer which will replace a windshield in the event the winshield cannot be repaired, but the only package we were authorized to sell to our customers at the time the customer purchased the vehicle, 09/26/2020, was the package I listed earlier. I'm truly sorry that the customer felt the need to make a complaint about this when representatives and dealership employees have explained to the customer on many occassions in great detail what coverage the customer has and what it covers. Please let me know if there is anything I can do to help.

  ***** *****

  General Manager

  Customer Answer

  Date: 01/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I never contacted *** until Jan 2024. In the past I called dealership and they would give me a number to the ******** to get fixed. I was promised during financing purchase that if it can’t be repaired it will be replaced. All it states on my contract it says windshield protection. Nothing else at all just protection. So I just accept what the dealership says what it covers when they offer no documentation in what it covers and not covers . I only contacted *** in Jan 24 is because nobody at the dealership wanted to help me and they told me to contact ***. The GM didn’t even know it was getting replaced in 2021 so how could it be good faith. He called me and asked why it was getting fixed and we spoke for a bit about new trucks and that was it. Never during the conversation he said we don’t do replacements .I attached a copy of voicemail he left me in 2021. If i purchased a plan that doesn’t cover it then it needs to be shown to all customers what they are buying in writing.

  
  
  Sincerely,
  
  
  
  *** ********

• Initial Complaint

  Date:04/20/2023

  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.

  I purchase a vehicle on 3/29/23. I had possession of the car for less than a week. I realized that the air conditioner was only blowing cool air on the driver side and warm air on the passenger side. A few days after I realized that passengers were able to let their windows down but I had to let them up by the man controls. I contacted the dealership and informed them 4/3/23. They had me drop the vehicle off on 4/6/23. Where it has been since. They later informed me that there was electrical problems with the window switches and they needed to be replace. They also informed me that the back air conditioning did not work either. These were not minor things. I did let the windows up and done but only on the drivers side. They tried to get the extended warranty company cover the repairs but they refused. I put down $6,000 dollars down. The total cost after financing is $32,244.24 I will have to pay for this piece of crap vehicle. They were so nice and helpful until I signed the paperwork and reported a problem. Now the only thing they will say is that I signed the paperwork and it is my problem now. No more hospitality from anyone especially management. I also expressed to them that I did not want the vehicle anymore and would like to exchange it. I was fooled and taken advantage of by this company. I'm sure the repairs and part are very expensive out of pocket, which I don't have after giving them $6,000. I have been without a vehicle every since and I am a single mother with 2 kids with no transportation to work. I have to pay an Uber 5 days a week to pick me up. Please help me.

  

  Business Response

  Date: 04/20/2023

  I spoke with the customer letting her know a good majority of the time her vehicle has been in our service facility has been because we had to wait on the adjuster with the service contract company to come out and inspect the repairs needed to tell us whether or not it would be covered under her plan. I spoke with our service department and we are in the process of repairing the vehicle at no cost to the customer. I will reach back out to her to inform her that we should have her vehicle back to her this week and at no cost to her. I apologize for the inconvenience. 

  Larry W****

  General Manager

  Mtn. View Chevrolet

  Customer Answer

  Date: 04/20/2023

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

• Initial Complaint

  Date:01/24/2023

  Type:Service or Repair 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.

  I bought a 2019 Chevy in August of 21 in March of 22 the motor messed up, in May of 22 it was sent to a mechanic and the extended warranty was to find another motor for the vehicle. It has now been almost a year without my vehicle and still NO ANSWER TO A MOTOR. Mt.View has not called since October with left messages and the warranty company has not contacted since October as well. I have paid almost 40 thousand for this vehicle and I am at my wit's end. I am dealing with a Shelby in Michigan to help with reimbursements but his is not given me the a answer to when to expect my tuck back. Any help would be appreciated!

  

  Business Response

  Date: 01/24/2023

  Good afternoon,
  I spoke with ****** this evening and explained to her what we are currently experiencing with part shortages and delays with the manufacturer. I read an email we received from an Agent with the Field Contact Center at General Motors about where we currently stand with being able to get the parts needed for her vehicle repairs, #718 out of over 2000 open backorders. Her Engine is currently being affected by the ongoing valve shortage and we are monitoring daily for any changes. Going forward I have assured ****** that we will not just try to reach her by phone but will also text and email her consistently with updates. We can do a much better job with communication and will do so going forward. We can't control not being able to repair her vehicle because we can't get the parts needed to make the necessary repairs, but we can control keeping ****** updated frequently. 

  Customer Answer

  Date: 01/27/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18890156, and find that this resolution is satisfactory to me. Please see the attached text file. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/17/2022

  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.

  On October 19, 2022 my Chevy Silverado broke down in Chattanooga TN on the way back to my home in Summerville South Carolina. I spent $500 to tow the vehicle to Mountainview Chevy dealer in Chattanooga TN. This motor is under warranty with less than 10,000 miles on it. Was told they would contact me within the week to let me know the status of the motor and time to repair. It has been a month and they have yet to contact me. I also had to pay $1,000 for a rental car to drive home and $200 for a hotel. I do have ALL the receipts for these costs and others, telephone records showing the multiple times I have tried to speak with someone about the status of the truck, the warranty information for the motor, and the Service Advisor whom I spoke with at the dealership with his business card - Jeff H****, ************ *** **** - jeffh****@mtnviewchevy.com.
  
  I am a contractor and this truck is my how I make a living. I have had to turn down MULTIPLE clients and work because I have not had my truck for a month. I have filed complaints with Chevy Headquarters in Detroit, the FTC and OIG (who recommended I file this complaint with the BBB).

  

  Business Response

  Date: 11/17/2022

  I spoke to Mr. ***** to let him know that his truck has currently been inspected by the technician and I've confirmed with the Service Manager that all parts needed to make the repairs are in stock. His truck should be ready by tomorrow 11/18/2022. I told Mr. ***** that I would work on finding a way to get his truck to him or re-imburse him up to $300 for a plane ticket if he were to fly to Chattanooga from Charleston, SC.