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:03/01/2025

  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.

  Monday 2/24 I had to have my vehicle towed to Pinkerton for service. On Wednesday 2/26 they advised the work was complete and I could pick up my vehicle. Within two hours of picking up my vehicle I noticed a strong vibration and high temperatures. I returned the vehicle on Thursday 2/27. Later that day the service department called to inform me that my vehicle would now need an entire new engine, at the cost of $18,000.
  
  I understand that vehicles break down, however when I picked my vehicle up on Wednesday 2/26, I was assured their technicians had gone through all the systems and test drove the vehicle. I do not believe either of those things happened which now has resulted in me without a vehicle, and the only option is an $18,000 bill. This error has left my vehicle in a position that I cannot trade it in or sell it.

  

  Business Response

  Date: 03/08/2025

  Good Afternoon,I hope this message finds you well.We find ourselves in an unfortunate situation, and while the
  circumstances that led to this point are not ideal, it was likely inevitable
  that Mr. ****** would have to replace the water pump and housing before we
  could properly evaluate the vehicle and identify the blown head gasket.The technician has acknowledged that during the test drive,
  they noticed something unusual but decided to release the vehicle without
  performing a thorough repair verification. Had the verification been completed
  in full, the head gasket failure would have been detected. It is important to
  note that the head gasket did not fail due to the water pump replacement;
  rather, it failed while the customer was driving the vehicle with the failed
  water pump.T o date, we have not encountered a blown head gasket in an
  LT series engine, so the technician made a cautious decision based on their
  observations to recommend and engine replacement. We have a few options moving forward:Cylinder
  Head Removal and Inspection: We can remove the right cylinder head,
  inspect the block, and replace any damaged components, provided the block
  deck is not warped.Engine
  Replacement: Alternatively, we could replace the engine entirely. Additionally, this customer may be a good candidate for a P
  E T . The warranty cost for an engine replacement would amount to $15,845.66.
  If a PET is performed, GM may cover 25% of the cost, though I can request a
  deviation, potentially securing a 50/50 split. Alternatively, we could attempt
  the repair and warranty the cost of replacing the right cylinder head, which
  would total $2,606.89. With PET, GM would cover $651.72, leaving the customer
  with $1,955.17 out-of-pocket, or $1,455.17 with empowerment dollars.If we proceed with repairs, I would recommend the customer
  purchase an extended warranty for added peace of mind.In light of these circumstances, It would cost us the same
  to refund him the 1500 or repair the cylinder head and pay the 1455. Please let me know how you would like to proceed.

• Initial Complaint

  Date:10/10/2024

  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.

  They did not repair car like said also overcharged me for repairs they are scammers. A undercover dective needs to go a see how they are lieing about repairs and overcharging. They broke a peice to my vechicle and expect me to pay!

  

  Business Response

  Date: 10/17/2024

  Please accept this letter as a response to the complaint letter we
  received dated 10/10/2024 referencing case #********. On August 22, 2024, Mrs. ********* brought her 2013 Cadillac ATS
  to us regarding a significant leak. Our technician confirmed multiple leaks,
  including the torque converter input shaft seal, timing cover, valve cover
  gaskets, lower oil pan gasket, coolant bypass hose, engine oil cooler gasket,
  and transmission cooler pipes. After providing an estimate, the necessary
  repairs were authorized by Mrs. ********* and were completed in accordance with
  General Motors' standards.On September 19, 2024, Mrs. ********* returned with a rattle
  behind the dashboard, which we identified as a noise from the passenger side
  blend door motor. We provided an estimate for this repair; however, Mrs.
  ********* chose to decline the work.On October 9, 2024, Mrs. ********* brought to our attention that
  she had three filters on her repair order. 
  We immediately refunded her $22.88 for the two additional filters.Mrs. ********* is also claiming we broke something on her
  vehicle.  We did not break anything. While we understand Mrs. *********** frustrations, we cannot issue
  a refund for the completed repairs as they were necessary and approved by her.

• Initial Complaint

  Date:09/10/2024

  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.

  In the summer, the ac unit on my 2016 Chevy traverse went out. While it was at Pinkerton, they claimed that the steering rack also needed to be replaced due to a severe leak (despite never seeing any leaking on our while concrete drive). Immediately I reported that the car was severely vibrating. I was told to drive 500+ miles and return if necessary. I did and left the car for repairs. Prior to leaving, I had a report from Chevy OnStar stating that all systems of my vehicle (including transmission) were in good standing! While at Pinkerton, they broke my motor mount, rack and pinion, steering wheel, caused the transmission to need to be rebuilt, wrecked my car and left front end damage! At one point they took my car 80+ miles away from the dealership and let another company perform work on the car without my knowledge or consent. Now they are refusing to give me any information from this repair or the warranty Information for this repair. Also, the steering wheel was broken at some point and replaced with no communication to me. Now it is rubbing and catching. I called and told them and they are refusing to correct the problem THEY CAUSED! It is a direct cause of their carelessness. Also is a safety concern when I drive. The dealership is now liable for me and my family’s safety in the car. I no longer know the value of my car since it has been wrecked and parts replaced without my permission and is now not working properly and has safety concerns.

  

  Business Response

  Date: 09/17/2024

  Please
  accept this letter as a response to the complaint letter we received from you
  dated 09/11/2024 referencing case #********.  On May 23, 2024, Ms. ******* brought her 2016 Chevrolet
  Traverse, which had 95,247 miles on the odometer, to us after experiencing a
  sudden engine stall and noticing an electrical burning smell. Our diagnosis
  revealed that the A/C compressor clutch was broken and locking up, leading to
  belt slippage, engine stalling, and the burning odor she had reported.
  Additionally, our technician discovered a fluid leak from the power steering
  rack. Ms. ******* authorized the necessary repairs, and Pinkerton Chevrolet attended
  to and repaired her vehicle.On July 17, 2024, Ms. ******* returned to the dealership,
  reporting a vibration in the steering wheel when driving at approximately 60-65
  mph. The service manager accompanied Ms. ******* on a test drive and confirmed
  her concern. Pinkerton Chevrolet then checked the alignment and made necessary
  adjustments, but the vibration persisted. We proceeded to rotate and balance
  the tires, but the issue remained, so the tires were returned to their original
  positions.  Further investigation included power steering pressure tests,
  which revealed 220 psi, indicating a restriction in the power steering rack and
  pinion. As a result, we replaced the rack and pinion steering gear assembly.
  During the subsequent test drive, we also detected a knocking noise and
  transmission slipping under heavy acceleration, which we traced to a cracked
  front motor mount. After replacing the motor mount and retesting, the vibration
  was still present. We escalated the issue by opening a case with the General
  Motors Technical Assistance Center (TAC). Following TAC’s advice, we inspected
  the transmission fluid and checked the axles for binding. Although we found the
  fluid to be dirty, there was no binding in the axles. With TAC's guidance, we
  identified the problem as an internal transmission issue or imbalance.When we shared our findings with Ms. *******, she expressed
  concerns and accused Pinkerton Chevrolet of causing damage to her vehicle. She
  claimed we damaged her transmission. We want to clarify that Pinkerton
  Chevrolet did not cause any damage. In fact, we went above and beyond to assist
  her.  As a gesture of goodwill, since she originally purchased her vehicle
  from us, we did not charge her for any diagnosis, we rebuilt her transmission
  free of charge, and provided her with a loaner vehicle throughout the process.
  Ms. ******* was informed by our Customer Care Manager that we would handle the
  transmission rebuild at no cost and that we would be taking her vehicle to
  someone else for the transmission rebuild.  Regarding the steering wheel replacement, our technician
  discovered a scratch on the leather while performing an airbag recall. Since
  the technician could not verify whether the scratch was present before the
  recall work, we replaced the steering wheel as another gesture of goodwill and
  at no additional cost. We acknowledge that Ms. ******* should have been
  informed of this replacement.Diagnosing vehicle issues can indeed be complex. In the case
  of Ms. *******’s Traverse, our team invested significant time to ensure an
  accurate diagnosis. When Ms. ******* came to pick up her vehicle, she expressed
  concerns that it had been damaged during our service. To address her concerns
  and as a further goodwill gesture, we repaired her front bumper at no charge.We understand that Ms. ******* has requested a replacement
  vehicle due to concerns about safety and depreciation resulting from repairs
  conducted at Pinkerton Chevrolet. While we fully empathize with her
  frustrations and the difficulties she has encountered, we are unable to fulfill
  her request for a vehicle replacement.  We sincerely apologize for any
  inconvenience and distress Ms. ******* has experienced. Our goal was to ensure
  that her concerns were resolved to her satisfaction, but unfortunately, we were
  not able to do that.  

• Initial Complaint

  Date:09/04/2024

  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.

  Back in February of 2023 I took my 2015 Chevrolet Equinox to Pinkerton Chevrolet. They did major work to my vehicle after when I was driving down the road my vehicle dumped the oil out in the highway and a low oil alarm sensor came on, the result was little to no oil in the vehicle causing major damages resulting in a cost of around $5,000 total. Once it was fixed, the vehicle was taken for an oil change in Feb. 2024 and again in March 2024, though I understand the oil should be changed at 5k miles it went about 7k. However, when I was driving to Lynchburg, I did not get any alert this time instead my vehicle would make a fluttering noise with acceleration. I decided to take it back when it began jerking when slowing to less than 20 mph. When I got back to Pinkerton, left the vehicle, was advised same codes as previously. Vehicle under warranty of 2 years since last fix, but not the 20,000 miles so it would not be covered. The total cost is $5900 to fix. I am not without a primary vehicle and Chevrolet knows this is a known issue of oil being eaten by the engine. How was there NO oil in my vehicle at all? Where did it go? Why did it not give a low oil alarm or pressure only light that came on was a "check engine" prior to getting to the dealership with it. I am dissatisfied with Chevy GMC and Pinkerton at this point for not covering this under warranty as it is a major repair. I would like a refund of my prior payments in 2023 to put towards a different vehicle since they will not fix this one and it will likely happen again.

  

  Business Response

  Date: 09/09/2024

  Please accept this letter as a response to the complaint letter we
  received dated 09/04/2024 referencing case #********. In January 2023, we performed significant repairs on Ms.
  ******** 2015 Chevrolet Equinox, specifically replacing the timing chains and
  actuators. At that time, the vehicle had 82,332 miles.Ms. ****** brought her Equinox to us again on August 28, 2024
  with 117,862 miles, stating that the check engine light was on, and that the
  vehicle cut off when she pulled into the lot. 
  We diagnosed her vehicle as needing pistons and rings, along with timing
  chains.  It was also noted that when her
  vehicle arrived, it had no oil in it.  Ms. ******** Equinox was under a 24 month/24,000-mile
  warranty from General Motors when the repairs were completed in January
  2023.  While Ms. ****** was still under
  warranty for time, her warranty had expired due to mileage since she had driven
  35,530 miles.  Since January 2023, our
  records show no subsequent service visits or oil changes performed at our
  dealership.We understand Ms. ******** concerns regarding the recent
  issues she’s had with her vehicle, and we empathize with her situation.
  However, based on the information available, we are unable to offer a refund
  for past services or extend coverage beyond the warranty limits.  The issues experienced appear to be related to
  the extended period and mileage since the last service rather than the repairs
  performed in January 2023.Thank you for your understanding,Pinkerton Chevrolet GMC

• Initial Complaint

  Date:06/09/2023

  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.

  2020 Chevrolet Silverado purchased at Pinkerton Chevrolet in ****** ** with account opening on 09/21/2022 financed for the amount of $78,017.56. VIN number ****************, account number ************.
  March 21st truck was taken to Pinkerton Chevrolet in ****** ** as truck was not running appropriately. After ensuring that the problem was resolved, the truck was brought home. Truck was taken back to Pinkerton Chevrolet April 21st as the problem was not resolved, truck was not operating as it should. Per report from mechanic metal shavings were found in the fuel filter, but was told that is to be expected and fuel filter changed. Truck was taken back to Pinkerton Chevrolet June 9th for check engine light on and truck not running appropriately. Truck was taken into service and per mechanic, computers were updated (ECM). After leaving Pinkerton approximately 15miles away, check engine light came on again. Truck was then returned to Pinkerton Chevrolet for the 4th time since purchase.
  As they have been unable to repair the truck to its appropriate functioning ability, options were requested for dealership to buy back or trade in on new truck. Approximately $55,000 offered for buy back of the truck leaving a significant debt to be carried over for buyer to be financially responsible for a vehicle purchased that was not in good operating condition that was not disclosed at time of purchase. Multiple attempts for resolution have been requested with no reasonable options provided.
  Customer service has been poor, lack of communication, empathy, professionalism, and reasonable problem solving. We do not feel we should be held financially responsible for a truck purchased in a condition that was not as advertised.

  

  Business Response

  Date: 06/10/2023

  Customer has been given loaner vehicles to use while his truck is being worked on. Everything is covered under the manufactures warranty.  Nothing out of pocket at all for Mr. *******.   Mr. ******* asked us to locate him a different truck and we have been working on that for him.  We also gave him a diesel truck to use while his truck is down so he can get his work completed.  I did just speak to him to bring that truck back to us and we will get him a loaner truck from General Motors. The value of his truck has nothing to do with the repair of his truck. thank you

• Initial Complaint

  Date:05/23/2023

  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.

  Confided in the collision center to repair damage due to a accident and insurance claim. My truck was assembled horribly and painted the wrong color. I spoke with the manager who agreed to have my truck repainted the correct color.
  They repainted my truck the wrong color to blend the parts they had painted the incorrect color. My trick is now three colors. I am now having issues with abs sensors and other electronical malfunctions

  

  Business Response

  Date: 05/30/2023

  We have reviewed Ms. ********* complaint regarding her 2019 Dodge Ram truck.  We have reached out to the customer and are waiting to hear back for when she can bring the vehicle to us to inspect.  Two of the pictures that were included appear to be the front end of her truck, whereas the damage was to the rear.  

• Initial Complaint

  Date:01/04/2023

  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 my brand new, 2016 Chevrolet Silverado truck from Pinkerton Chevrolet in ********* ** in May of 2019. The 2016 truck had set on the lot for almost 3 years and was not sold. I have had all of my service completed through Pinkerton, except my last oil change because Pinkerton could not get me in timely. My transmission began acting up on Friday, December 23rd, just before Christmas. I called Pinkerton and told them about my issue and the QUICKEST they could get me in was January 3rd! My truck has approximately 68,000. My warranty ran out at almost 62,000 miles per Pinkerton. After talking to Pinkerton on the phone, I spoke with a local attorney and he told me about all the complaints and issues with 2014-2017 Chevy and GMC trucks, the torque converters and transmissions. He also informed me of the “Policy Estimate Tool” and that GM and the dealership should work with me since I am not over the warranty mileage by very much, and with the known/documented issues. He told me that normally, with my mileage and known documented issues with these vehicles, a 90/10 or 80/20 splits would probably be their offer. He said if not, to let him know and we would go from there.
  I dropped off my vehicle the afternoon of January 2nd, and informed ***** of all of the above. She said she clearly understood and would make sure that her Service Manager knew of how close to the warranty mileage I was and that she was sure they would help take care of it. I asked her about a loaner vehicle and I was told there wasn’t any at this time but they would check again tomorrow after they looked into my trucks issue.
  Today, at 1:10pm, I received a call from ***** stating the torque converter was bad, the transmission was now bad and needs replacing as it has metal in there, and the transmission pump is bad. She had forgotten about our conversation of the “PET” and said she would talk to her manager and call me back after she went to lunch. Ooook.
  At 2:30pm, I called ***** back as I had a ride that could take me and get a loaner. She said she had talked to her Manager and the PET would only offer me 50%, because of its age, and that I needed to pay $3700 to have the transmission fixed! I asked if that was the best they could do. She said yes, that GM agreed to do that. My question.. what is Pinkerton doing to help me?? Nothing. I asked how long before the vehicle would be fixed. She stated it’s on back order… but should be there within 2-3 weeks. I asked about a loaner vehicle again... and again was told there are none, but she would add my name to the list as she had lots of post it’s laying around! She said she will bring up my issue again at the 6:45am meeting to see if a loaner could be found. So, Pinkerton Chevrolet is expecting me to be without a vehicle for 3 weeks on a vehicle that doesn’t even have 70k miles on it, was bought and was completely serviced through their dealership !?! Unbelievable. I called my local insurance owner/agent to tell her about my lack of a vehicle and to see if I had anything that could help me get a rental. She asked if I had a Chevy or GMC pick up. I told her I did and she said her husbands was going out and she knew of AT LEAST 8 PEOPLE that had the same thing happen to them! Wow. Sounds just like my attorney said, clearly a problem…and goes along with all the documented issues posted all over the web.
  I want to know what really can be done to take care of my vehicle, how soon it can be done, and when I can have a loaner until this is taken care of. I am not wanting a free transmission, but asking anyone to pay 50% on a severe repair that is ONLY 6000 MILES OVER THE WARRANTY when Chevrolet and GMC know there are known, repeated issues… is unacceptable. Please reach out to me as soon as possible. I look forward to hearing from you and appreciate your help.
  
  Thanks.
  *** ******* *************

  

  Business Response

  Date: 01/11/2023

  Mr. ********* vehicle is awaiting a transmission from General Motors so that it can be replaced.  General Motors was only willing to pay 50% toward the cost of replacement since his vehicle was out of warranty.  Pinkerton Chevrolet, however, was willing to put some towards the cost as well since Mr. ******* is a loyal customer.  Mr. ******* was agreeable to the portion he is paying.  Thanks,**** *****

• Initial Complaint

  Date:09/02/2022

  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.

  On April 20, 2022, 8am I Took my car to get new tires put on spent $749.00 on them only to have my car catch on fire not even 24 hours later at 3am the following morning. The fire dept stated that it was electrical and a substance appeared to be splattered on my engine. Later that morning once Pinkerton opened I Called to speak with the manager and was told he would have to call me back in which he never did. I called back and was told that he was really busy and then asked if I had filed with my insurance in which I had. A month later I received a call from the manager asking what happened and when explained was told they did not do anything but the tires. I explained that on my receipt a multipoint inspection had also been done and I asked what that consisted of and he stated that they “visually” check to see if fluids need to be topped off which is impossible to do without touching. Also a multipoint inspection generally consists of a lot more than that. I stated that I wanted a refund for the tires since I didn’t even get a chance to drive on them other than leaving the shop and going to a relatives house and back home. I was told they were not responsible and would not refund so I filed a dispute with my bank. Pinkerton then called me to inquire on the dispute and this time stated they never went under the hood in which I had to remind him about the multipoint inspection and at that point the call was ended. There was no empathy or any regard for what happened only strong denials that it was not them. My car was a 2019 Chevrolet Impala with 52000 miles on it only had it for 2 years no maintenance other than oil change and no issues or recalls. There’s no coincidence that I take my car to be serviced and then it catches on fire shortly after. I just want the money back for my tires without having to take legal action. Insurance was able to pay for the car but could not cover the tires so I lost my car and 749 dollars.

  

  Business Response

  Date: 09/19/2022

  Hello,We have worked on Ms. ********** car previously also.  3/31/21 ******* - oil change and multi point inspection9/13/21 ******* - oil change and multi point inspection2/28/22 ******* - oil change and multi point inspection4/20/222 ******* - 4 tires and multi point inspectionWe understand the situation is not good for Ms. ******** after purchasing these tires and having what happened to her car.  We are very sorry about what happened and are willing to help in any way we can.

  Customer Answer

  Date: 09/20/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I appreciate the willingness to help, however the refund is all I’m asking for to make the situation better without having to take legal action. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********