Complaints

This profile includes complaints for Haselwood Cadillac Chevrolet Buick Pontiac GMC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Haselwood Cadillac Chevrolet Buick Pontiac GMC

  501 W Hills Blvd Bremerton, WA 98312-4390

  
• 

  Haselwood Cadillac Chevrolet Buick Pontiac GMC

  PO Box 4760 Bremerton, WA 98312

  

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:06/11/2025

  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.

  I purchased a brand new ****** ev from this dealership on 03/02/2025. Total I paid $100,437.13. Fees and services that I had not agreed to were added to the service contract. Also items that were represented to be included in the deal were not included. I immediately contacted the dealership next day and tried to work with them in getting services that I did not agree to be taken off my sales contract and to give me the products that were listed on the contract but I did not receive. Got the run around and no manager returning my calls. $399. fees added for **** theft product. I never asked for this or agreed to this. The vehicle already has OnStar. They refuse to refund me.$299 dealership added option-don't know what this is and was never told this would be included.$1900 expel ultimate. I did agree to this but was deceived. Was told got this installed close to my house and later had to go all the way back to the dealership. Tried ******* times to get this cancelled.Was told 4k dash cam with value of $699 would be included and when called to find out was told its not included. Its listed in the vehicle window sticker which I have copy of. Explained to the manager that **** the salesman was very clear it was included and states on the window sticker. $350 charged for charging cable. Was supposed to be mailed to me. Never received it.

  Business Response

  Date: 06/11/2025

  After reviewing the file for Mr. ******* I found multiple documents that were signed by Mr. ****** agreeing to purchase the Pulse Brake Alert for $299, Anti-Theft for $399, and Xpel for $1900. There is no documentation showing the customer agreed to purchase the optional dash cam. Also, there is no record of Haselwood agreeing to provide a charging cable. If Mr. ****** has any documentation showing we owe him anything else, we'd be happy to provide what's agreed to. We certainly do have documentation that shows Mr. ****** was fully aware of what he was buying and agreeing to, and also the products and services that he declined. 

• Initial Complaint

  Date:05/23/2025

  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.

  I purchased a brand new 2024 GMC Yukon Denali from Haselwood GMC on 2/26/2025 in the amount of $84,922.50. I purchased the vehicle remotely and arranged to have it transported to **********. The transport picked up the vehicle on March 3, 2025. Just prior to pickup I was told by JP that there was a paint issue with a door handle. He sent pictures and it was agreed that I would get that taken care of at the local dealer and have Haselwood reimburse me. 30 minutes after the transport had left the dealership I received a call from JP to tell me that the transport was on its way and that there was problem with the radio and that I should have that looked at when I received the vehicle. He stated that there was an intermittent issue with the screen and that a new part was ordered but hadn't arrived in time to be replaced before transport. The next morning the transport arrived to deliver the vehicle. Upon delivery I noticed that there was small chunk of the door panel leather missing. I also could not get any functions of the infotainment system to work since the touchscreen was completely inoperative. I texted JP about the door panel and he assured that they would take care of the repair cost. I attempted a number of times to perform the reset procedure for the radio and had no luck. Without the touchscreen operational, all information and entertainment functions in the vehicle were unusable. I immediately took the vehicle in to service at ********** in **********, **. ********** attempted to fix the issue with the screen by ordering a small cable but the entire radio ended up needing replacement. It was then that I determined that Haselwood GMC was aware of this issue prior to selling me the vehicle and that they also knew that the part needed was on nationwide backorder with no *** for delivery. I have requested reimbursement for the out of pocket repairs and downtime associated with the extended amount of time the vehicle was in service.

  Business Response

  Date: 06/02/2025

  I've made multiple attempts to get in touch with Mr. ********* to resolve the issue. I will continue to have my team reach out to him until we reach him. Mr. ********* bought a vehicle from us March 2025 remotely from *********** The vehicle he was purchasing had experienced an intermittent freezing issue of the Infotainment System covered under warranty from **. We had it diagnosed on 2/27 after noticing the glitch driving it do the detail department to get cleaned for Mr. ********** Parts were ordered on 2/27 to fix the issue under warranty. Mr. ********* sent back the paperwork necessary to consummate the transaction on 3/3. That same day a transport company arrived to pick up the vehicle to take to ********** with no notice. The parts had not yet arrived to fix the Infotainment issue, so Mr. ********* was notified of the paint blemish and the Intermittent Infotainment issue, and he said he would take it to his local GM dealership to have it handled, so we released the vehicle to the transport company.  Upon arrival Mr. ********* found another flaw in the leather that we agreed to reimburse him for as we are responsible for cosmetic issues, and GM is responsible for Electrical and/or Mechanical issues. A check was written to reimburse Mr. ********* for the door panel repair in the amount of $325.16 and sent to the address the vehicle was registered under. After learning that Mr. ********* uses multiple addresses in **********; we canceled the original check and sent another to an alternative address that he supplied to us. As for the vehicle's Infotainment issues, downtime caused by the issues, or any loss of use, those would be between General Motors and Mr. ********** The paint and leather flaws did not create any hardships or loss of use for Mr. ********** We will gladly reimburse for the paint repair on the door handle as well when we receive an invoice or estimate for the repair.

• Initial Complaint

  Date:07/31/2024

  Type:Order 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.

  The worst dealership experience I have ever experienced. The most dishonest people I have had the displeasure to ever meet. I signed the sales contract on an 8 tablet, that I couldnt read, and finance assured me it was just the usual financing, so I just signed. They gave me a copy of the contract in an envelope when they gave me the keys to my new Silverado. I apparently paid for Caltex coatings for interior, exterior and windshield. I emailed the finance manager and asked him when they would do the coatings; he replied it was done while I was signing the contract. All they did while I signed the contract was washing the truck. They could not have done the coatings as the factory plastic was still on the floor. After much hassle they agreed to do the coatings and I left my truck there for a couple days. When I returned to pickup truck I was so shocked, it was dirty with bugs still on windshield and obviously not coated once again. They refuse to refund the money I paid, over $2000.00 for something not provided. I wonder how many customers that are paying for coatings, do not know they are not getting what they paid for. Massive fraud is my guess with much money going into someones pockets. I will be filing a complaint with the Washington State ************************* when I get back from my trip. I also paid for theft protection, another scam they sell it but do not do the etching. Please be aware that if you do not pay for Onstar connectivity you will lose a number of features that you thought you owned., and they certainly do not tell you this when you purchase your vehicle.

  Business Response

  Date: 08/01/2024

  I called the customer and briefly spoke to him before he lost signal. I called back and got his voicemail and let him know that we will be refunding him the price of the products that he purchased that he doesn't feel there is value in. I let him know that if there is anything else we can do to improve his experience to let me know via phone or email when he's able.

  Customer Answer

  Date: 08/14/2024

  I did not receive an email asking if issue was resolved.  They have not refunded anything.
  

  Business Response

  Date: 08/14/2024

  Customer requested that we refund all of the protection products he purchased at the time of sale. All of the product cancellations and refunds have been completed and the refund has been sent to the lienholder. Once the lienholder accounts for the balance change, the customer will consider the matter satisfied.

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22072331
  
  I am rejecting this response because:
  At this time, some of the money has been refunded. Still waiting on $4410.00 to be refunded to Columbia Credit Union. 

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

  Business Response

  Date: 08/23/2024

  The request from the customer in the original complaint was for Haselwood Chevrolet Buick GMC to agree to refund the customer for the additional products that he bought. Haselwood has already agreed to the customers requests and processed the refunds and considers the matter closed. The customer has 30 days to respond to this outcome and can use that 30 days to see when his bank reflects his refund. All customer requests of ********************** has been performed at this point and requires no further action.

  Customer Answer

  Date: 08/23/2024

   
  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. It was sad that i had to fight to get my money back. Selling products that you do not provide is fraud. If you by caltech coatings, or ant-itheft protection from their dealerships, beware.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/12/2024

  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 car from this dealership on 9/11/2023 and the check engine light came on a week later. I didnt get the car back until 11/20/2023. I had tried to pick it up on 11/1/2023 but half a tank of gas had been used and the windshield was broken which had not been when I dropped it off. The dealership replaced the windshield and after speaking with the gm I found out the misrepresentation of the sale of the car as it had been through CarBravo which is a ** company. I had wanted to buy a certified used. The check engine light came on again and the car was dropped off 12/22/2023. They tried to charge me over **** for repairs on issues they did not catch. They also told ** that I had traded the car in when it was in their shop. They have been refusing to return my messages and provide contact for the owner of the company. I have had to reach out to the state, attorney generals office, and ** to have any response or resolution. They will not take back the car even through they sold me something that is not functional. They told there were no loaner cars even through the ** said so. They me I could rent one from them. They offered to discuss the trade in value and then told ** they would not buy back or trade in the car. They told me I bought a used car what would I expect. I expected to have a car I could use, customer service, not having to reach out to the ag office to find out where my car was, not having to work with ** to have a dealership talk to me about a car in their care. I shouldnt have to contact DOL to have them give me updates about repairs or spend hours on the phone with **, Car Bravo, and state agencies to try to get my money back for a lemon. This is awful customer service and support. Do not buy from them. They are all talk but their service reflects their character and they have fallen from the standard ************** started.

  Business Response

  Date: 01/16/2024

  ****** bought a 2015 Chevrolet **** from Haselwood Chevrolet Buick GMC that was CarBravo certified. CarBravo is the new factory certification program from GM. The vehicle went through a rigorous inspection before it was sold and comes with a factory warranty as a result. The vehicle had the engine light illuminate shortly after she took delivery. She brought the vehicle back to us and we opened a repair order. The repair took a substantial amount of time as the parts needed to fix the vehicle were on backorder from GM and getting authorization for the repair from GM took longer than normal. Once the vehicle was repaired it was delivered back to the customer at no expense to her.

  After a month of driving, the engine light reappeared, and the customer noted a burning smell. Upon inspection we found a piece of the exhaust system had come loose which would cause both issues. We ordered the part, which is backordered from GM and will be fixing the vehicle under warranty, at no expense to the customer. 

  The customer would like a refund for the vehicle, but as the customer knows and signed acknowledging, we do not have a return policy and all sales are final.

  I have offered compensation for the customers loss of use for the time she owned the vehicle that she was unable to drive it out of goodwill, despite the fact that she bought an 8-year-old vehicle that was inspected and has been covered for all expenses since she took delivery. She is unwilling to accept a reasonable outcome citing she now requires a full refund plus compensation for loss of use.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21138461
  
  I am rejecting this response because it does not cover all the information or fully capture the events.
  

  I have forwarded additional information via email to the complaint email provided. 

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

  Customer Answer

  Date: 01/19/2024

  Hello ****,  
  
  I appreciate you responding. I want to address your concerns. 
  
  1. The car was purchased with a Dealers Warranty as well as a service and maintenance contract. Reviewing the contract it does not list CarBravo as the seller. The expectation is that the car would not have multiple mechanical issues from a dealership a week after purchase. 
  
  If you could explain the relevance of pointing the cost of repairs I would appreciate it as there are the Dealer Warranty, the service and maintenance contract listed on the contract as well as CarBravos coverage and **. 
  
  
  2. Verbally you told me in our meeting on 11/20 that they should have offered me a loaner car setting the expectation that was policy. 
  
  3. It was not explained to me at purchase the car was through Car Bravo in our meeting you informed me of this. The contract does not reflect CarBravo as the seller. It states your dealership. 
  
   ***** told me it was something the helped deal with covering parts and gave me a print out for Car Bravo. I wanted to buy a certified as I had a great experience with ***** certified in the past and originally wanted to purchase a *****. 
  
  4. Issues that have gone unnoticed have been found after I asked your service person. Ie the issue listed in my previous email. Given this is a continued issue it seems possible the issues were not caught given the history of your dealership with this car. 
  
  5. I reached out to your service team via text and you via email. In good customer service we respond to our clients. It is not the onus of the customer to continually attempt to reach out when the provider fails to respond and or act accordingly especially as your team has been communicating with **. 
  
  The communication seems to become an issue when I ask for text messages or emails with your dealership. 
  
  ** has been able to keep in contact with me and answer mg questions and keep their scheduled call back with me as your team has not. 
  
  I worked with ** and they stated your dealership were responding to them even though my email/text were not returned. 
  
  Seemingly you knew the issue as we had discussed this on going issue in the past and I emailed you and texted your team. 
  
  For whatever reason no one returned my messages even though you have my phone number and email. 
  
  If I recall the reason why it took so long to receive my car back the first time where I had to reach out to DOL was because your sales team refusing to authorize repairs on the car. The service team had to get approval in this process and the only reason I received a text back was because I spoke it DOL.
  
  
  6. Here is the screen shot from my Carfax showing the ***** mile was ****ed as completed. ***** and *** had the photo. I also sent what ****** lists for the check to them. I looked the report and was able to see where the car had spark plugs changed which is something the brought up. Also, for some reason 
  
  OnStar was added to my Carfax even through after checking with OnStar and Sirius they did not have a record past the initial 3 month which I did not get to use as the car was in the shop. 
  
  7. If a full inspection was done and around this mile **** belts tend to need replacing its strange if wasnt something caught even through your service team stated they checked the belts and they were fine. Then they responded back the issues with the timing chains and guides needed to be replaced. 
  
  If the flex pipe deals with the exhaust and the exhaust system was looked at in the first time it was maintenance why wasnt this caught? 
  
  8. We have spoken in email which I reached out to you in. You did not respond nor did your team via text through you spoke to ** about this matter. You have two forms of contact for me. Your service team updated ** and failed to update me even through the had my information. 
  
  
  9. I would like to speak to the owner regarding the service. Could you please provide their information? 
  
  10. I would like to discuss the full refund of the car as well as the compensation you mentioned for having the car in your car for an extended time. 
  
  Warmest regards, 
  
  *****************************;
  
  
  On Monday, January 15, ****, 12:52, ********************* <**********************************> wrote:
  Hello ******, a lot to unpack here so I'm going to respond line by line if that's ok:
  
  
  Hello  ****, 
  
  Thank you for responding. The complaint covers my experiences. I would like a full refund of what I paid for the car of ******** as these are issues that should have caught and repaired before the car was sold to me. - We do not have a return policy as you and I spoke about when we met. All vehicles are inspected before we sell them, and we cannot find all the internal issues that *** expose themselves after the sale, which is the reason we offer service contracts and warranties, and the reason you have not had to spend any money.
  
  As for covering a loaner your service center in text on December 19th:
  
  We unfortunately do not have loaner vehicles here. We can assist getting you a ride home but you would need to bring it to me before 3:30PM cause that is when we lose one of our Lot attendants. Would you be able to make that happen tomorrow?? - This is correct, we don't have loaner vehicles. We do have a rental agency through our ****** Store as well as Enterprise Rent-a-car. However, ** will cover the cost of a rental in some warranty cases.
  
  On today,  January 15 your company offered to provide a rental car. - We called ** and were told that there was no coverage for rental under Car Bravo, but we investigated on the sales side and found contradicting information. ***** called back and was passed around the ** warranty phone tree until someone answered the question about Car Bravo and rental coverage. Car Bravo is less than a year old and there are still some kinks they are trying to work out internally. We now have confirmation that rental is covered as it would be for a new vehicle.  
  
  Regardless of the repair cost these are things that could have been caught and addressed. I bought the car on 9/11/2023 but only have had the car in my car for less than two months as its been in your care for repair otherwise.  - I understand that you have been without the vehicle for 3 months out of the last 5 due to unforeseen repairs that came up AFTER you purchased the vehicle. If they would have been there when we inspected the vehicle for inventory, we certainly would have handled them at that time.
  
  The lack of clear communication, response, miscommunication with **, and the lack of consistency in repairs is alarming. - I agree that communication has been lacking between all parties involved in many different ways. 
  
   Carfax was updated for the ***** check but initially your team stated they hadnt followed the recommended list from Carfax. - I checked the Carfax and do not see any verbiage that states the ****** service was completed and don't know what list from Carfax you are referring to:  
  More so they stated the belts were fine but now they are stating the timing chains and guides need to be replaced. - Timing chains are internal components, not belts, but used to be belts so I can see why you would have confusion here. 
  
  Your dealership stopped responding to my attempts to contact which left ** to provide updates. I had mentioned this was an ongoing issue in our meeting on 11/20/2023 as I had spoken with DOL. - I gave you a card which has 3 different ways to get in touch with me, including my cell number. The only communication I received from you was an email that came in during Christmas on my time off, so I did miss that, and for that I apologize. 
  
  When the car had been picked up initially the windshield had been broken and half a tank of gas was used without explanation. - We had no explanation for the broken glass either which is why we took full responsibility and replaced it at no charge. As for the fuel in the vehicle we don't measure the fuel levels in and out, but I'd be happy to fill your tank in reparation. 
  
  As I requested earlier with your team I would like to talk to your companys owner and will continue to work with you, your service center, Haselwood, and ** to find a resolution to this matter. - I am the General Manager of the store and have been given the authority to make decisions for the ownership which is why I'm communicating with you to try and find a reasonable resolution.  Further I'd be happy to reimburse you for the 3 months of use that you lost while the vehicle was in the shop. What do you feel would be a reason amount? I feel that $500 a month would make sense. What do you think?
  
  Warmest regards, 
  
  *****************************;
  
  ________________________________________
  From: *********************** <******************>
  Sent: Monday, January 15, **** 12:05 PM
  To: ********************* <**********************************>
  Subject: Re: Check engine light 
   
  [This is NOT from a Haselwood Auto Group email user. Do not click links or open attachments unless you recognize the sender and know the content is safe.]
  Hello  ****, 
  
  Thank you for responding. The complaint covers my experiences. I would like a full refund of what I paid for the car of ******** as these are issues that should have caught and repaired before the car was sold to me. 
  
  As for covering a loaner your service center in text on December 19th:
  
  We unfortunately do not have loaner vehicles here. We can assist getting you a ride home but you would need to bring it to me before 3:30PM cause that is when we lose one of our Lot attendants. Would you be able to make that happen tomorrow??
  
  On today,  January 15 your company offered to provide a rental car. 
  
  Regardless of the repair cost these are things that could have been caught and addressed. I bought the car on 9/11/2023 but only have had the car in my car for less than two months as its been in your care for repair otherwise. 
  
  The lack of clear communication, response, miscommunication with **, and  the lack of consistency in repairs is alarming.
  
   Carfax was updated for the ***** check but initially your team stated they hadnt followed the recommended list from Carfax. 
  
  More so they stated the belts were fine but now they are stating the timing chains and guides need to be replaced. 
  
  Your dealership stopped responding to my attempts to contact which left ** to provide updates. I had mentioned this was an ongoing issue in our meeting on 11/20/2023 as I had spoken with DOL. 
  
  When the car had been picked up initially the windshield had been broken and half a tank of gas was used without explanation. 
  
  As I requested earlier with your team I would like to talk to your companys owner and will continue to work with you, your service center, Haselwood, and ** to find a resolution to this matter. 
  
  Warmest regards, 
  
  *****************************;
  On Monday, January 15, ****, 11:15, ********************* <**********************************> wrote:
  Hello ******! Sorry I missed this email. Interesting about ** stating you traded in your car, but not to worry. They have no control over the ownership of the vehicles, they only manufacture them and warranty their work. They were given misinformation somewhere along the line.
  
  Along those lines, I spoke this morning to my service manager and service advisor about ***********. I was taken aback by the Better Business Bureau complaint I received this morning. Especially after the $4000 in repairs we did to your vehicle just a few months ago, all without you paying any portion of the repair. Then I saw you brought the vehicle in last month for some additional concerns that, thanks to your Chevrolet Car Bravo Coverage, you will pay for none of it. I also inquired about the ** loaner program for the repair being done under warranty. They told us they would cover a loaner car for the day of the repair. I agree that they should cover a vehicle every day while it was down, but that's not my decision to make. 
  
  In regard to the claim that your vehicle is a lemon, the ******************* declares a lemon for the first original owner of a vehicle for safety related items that they cannot find a solution for during the first 2 years of ownership. Your vehicle is repairable under warranty, we are just faced with parts delays that are outside of both of our control. If ** would give us the parts right away you would have the car back in your hands fully repaired right away.
  
  I would be happy to buy the vehicle back from you if you'd like to sell it. As you know we don't have a return policy, which is why we sell service contracts and have warranties on our vehicles. Vehicles continue to depreciate and ****et conditions change dramatically, which will affect the value you would be able to sell the vehicle for, to Haselwood or privately. 
  
  What can I do to help you find resolve in this situation that is fair and amicable to both parties?
  
  Sincerely,
  
  *********************
  General Manager
  Haselwood Chevrolet Buick GMC
  
  ________________________________________
  From: *********************** <******************>
  Sent: Tuesday, December 26, 2023 4:42 PM
  To: ********************* <**********************************>
  Subject: Re: Check engine light 
   
  [This is NOT from a Haselwood Auto Group email user. Do not click links or open attachments unless you recognize the sender and know the content is safe.]
  Hi ****, 
  
  I was reaching out to you regarding my Trax. ** called me today and told me that your dealership stated my car had been traded in. 
  
  I dropped the vehicle off with ***** on Friday as was agreed with the service department. I wanted to find out what had occurred as this is distressing to hear. Can you please tell me what has occurred with the vehicle? 
  
  Thanks for your help. 
  
  Warmest regards, 
  
  *****************************;
  
  On Tuesday, December 19, 2023, 21:28, ********************* <**********************************> wrote:
  Well be happy to do a free brake inspection and see if your check engine light is covered under your service contract.
  
  *********************
  
  On Dec 19, 2023, at 2:58 PM, *********************** <******************> wrote:
  
  [This is NOT from a Haselwood Auto Group email user. Do not click links or open attachments unless you recognize the sender and know the content is safe.]
  Hi ****, 
  
  My name is *****************************. We spoke about the trax I purchased. The check engine light came on again. Ive also noticed some sounds with the brakes. 
  
  I wanted to see what we can do. 
  
  Thank you for your help. 
  
  Warmest regards, 
  
  *****************************;
  

  
  

  Customer Answer

  Date: 01/19/2024

  Hi ****,  
  
  Thank you for responding I want to address your concerns and submit the screen shots from your techs as well the bill that was given to me for the estimate. 
  
  Can you please clarify with me about the service plan on my contract as I keep getting emails from **** requesting I purchase it. Also could you please clarify why if everything is covered I am being told things are not in warranty. 
  
  Could you please explain why the tech stated my car does not have belts if it does? Can you also please explain why the extent of these issues were not caught before the sale. 
  
  I am happy to discuss your good faith effort after all these repairs are done with no cost to myself and its confirmed there will be no more overlooked issues. 
  
  
  The explanation Ive been given by your team and has changed on what Car Bravo is. I think it would be important to clarify with GM to confirm it is considered a certified as I was told that was not the case. 
  
   Please see the attached invoice. It is unsettling that it seems that a similar repair has been done with the leaking seal as the car has been in your care for the majority of the time Ive owned it. The invoice is over **** and has an oil change which should be covered in the service plan. 
  
  If all the work is covered why is your tech telling me that its a good will they are covering the exhaust? The leaks have been in the exhaust, the flex pipe had a crack why wasnt the exhaust system looked at until now? The service team used half a tank of gas when they had it in their care the first time. Its strange these issues were not caught even through an internal examination of car was made. 
  
  That seems strange given how you reaffirmed with me that the service center should have offered the loaner and stated it was strange they didnt. 
  
  As for the rental it doesnt match what your tech told me. 
  
  I am not incorrect but these were verbal conversations. For whatever reason your company has been attempting to have those with me instead respecting my wishes for written communication. 
  
  These are a couple of the times for reference 
  
  As for Car Fax 
   
  
  Perhaps your service team needs to have a training regarding Carfax if they accidentally ****ed the ***** as completed erroneously. 
  
  I do not want to have On Star. I found it odd it was added on 1/12/**** when I was speaking to your service team about the Car Fax report. 
  
  
  The tech in text see above states it has timing chains, insinuating there are no belts while another told me the belts are fine. Please clarify which is correct. 
  
  From some basic research it looks like this model would have the chain but not a belt. I had auto zone look up my car make and model and they stated it only has a chain. We can clarify with GM if needed. 
  
  Please see the text above regarding the flex pipe. The tech stated it had a large crack in it. Can you please clarify. 
  
  Could you please clarify the reason why the owner wouldnt want to speak to me regarding this issue? 
  
  I would like to get back to the road so to speak but have unable to do so with these issues. I would like to clarify what is the truth of the matter as there seems to be some miscommunication between what you are telling me and your staff. 
  
  While I do not want to trade in its confusing to me because according to your service department stated Chole Mange would only give me a trade in value. Which I imagine would not be much given the mechanical issues with this car. 
  
  I hope we can have effective communication and work effectively to address this issue and find a resolution. 
  
  Warmest regards, 
  
  *****************************;
  On Thursday, January 18, ****, 17:57, ********************* <**********************************> wrote: 
   
   
  From: *********************** <******************> 
  Sent: Monday, January 15, **** 7:17 PM
  To: ********************* <**********************************>; ************************************** *****************************************
  Subject: Re: Check engine light
   
  [This is NOT from a Haselwood Auto Group email user. Do not click links or open attachments unless you recognize the sender and know the content is safe.]
  Hello ****,  
   
  I appreciate you responding. I want to address your concerns. 
   
  1. The car was purchased with a Dealers Warranty as well as a service and maintenance contract. Reviewing the contract it does not list CarBravo as the seller. The expectation is that the car would not have multiple mechanical issues from a dealership a week after purchase.  Car Bravo is not the seller, it is the new Certified Pre-Owned Vehicle program through GM, taking the place of Certified Pre-Owned.
   
  If you could explain the relevance of pointing the cost of repairs I would appreciate it as there are the Dealer Warranty, the service and maintenance contract listed on the contract as well as CarBravos coverage and GM. You are right in questioning the relevancy of the amount of the repairs. As you pointed out, you have coverages that covered all of it, so there is no purpose to attaching a dollar figure since the cost to you was and remains $0.  
   
   
  2. Verbally you told me in our meeting on 11/20 that they should have offered me a loaner car setting the expectation that was policy. I have no recollection of that part of our conversation, but I do believe that you should be offered alternative transportation if you need it. You just need to be prepared to pay the daily rate for it should it not be covered by your warranties or service contracts.
   
  3. It was not explained to me at purchase the car was through Car Bravo in our meeting you informed me of this. The contract does not reflect CarBravo as the seller. It states your dealership. Car Bravo is the name of the certification program through GM, not the seller.
   
   ***** told me it was something the helped deal with covering parts and gave me a print out for Car Bravo. I wanted to buy a certified as I had a great experience with ***** certified in the past and originally wanted to purchase a *****. - Car Bravo is the name of the certification program through GM. You bought a certified car.
   
  4. Issues that have gone unnoticed have been found after I asked your service person. Ie the issue listed in my previous email. Given this is a continued issue it seems possible the issues were not caught given the history of your dealership with this car. Ill ***** you that while it is possible, it isnt likely. 
   
  5. I reached out to your service team via text and you via email. In good customer service we respond to our clients. It is not the onus of the customer to continually attempt to reach out when the provider fails to respond and or act accordingly especially as your team has been communicating with GM. - Agreed
   
  The communication seems to become an issue when I ask for text messages or emails with your dealership. 
   
  GM has been able to keep in contact with me and answer mg questions and keep their scheduled call back with me as your team has not. 
   
  I worked with GM and they stated your dealership were responding to them even though my email/text were not returned. 
   
  Seemingly you knew the issue as we had discussed this on going issue in the past and I emailed you and texted your team. 
   
  For whatever reason no one returned my messages even though you have my phone number and email. 
   
  If I recall the reason why it took so long to receive my car back the first time where I had to reach out to DOL was because your sales team refusing to authorize repairs on the car. The service team had to get approval in this process and the only reason I received a text back was because I spoke it DOL. You are incorrect. The service team was waiting for the Car Bravo certified warranty to be activated. The sales team reports the vehicle sold to Car Bravo to activate the warranty. The service team was checking in with sales as to the status of the warranty so they could start the claim. 
   
   
  6. Here is the screen shot from my Carfax showing the ***** mile was ****ed as completed. ***** and *** had the photo. I also sent what ****** lists for the check to them. I looked the report and was able to see where the car had spark plugs changed which is something the brought up. Also, for some reason Thank you for the information about the ****** service that CarFax is reporting as complete. Thats good news that the previous owner took good care of the car. It probably doesnt show in your GM history as the services were not done at GM service centers. 
   
  OnStar was added to my Carfax even through after checking with OnStar and Sirius they did not have a record past the initial 3 month which I did not get to use as the car was in the shop. We can activate another 3 month OnStar trial for you if youd like.
   
  7. If a full inspection was done and around this mile **** belts tend to need replacing its strange if wasnt something caught even through your service team stated they checked the belts and they were fine. Then they responded back the issues with the timing chains and guides needed to be replaced. As previously explained, the belts are fine. Youre timing chain is not a belt, nor is it accessible to be visually inspected without removing the front cover and resealing.
   
  If the flex pipe deals with the exhaust and the exhaust system was looked at in the first time it was maintenance why wasnt this caught? The flex pipe was intact when previously inspected. Its common for them to come lose especially after hitting a speed bump, which is why GM is covering the repair outside of warranty at no cost.
   
  8. We have spoken in email which I reached out to you in. You did not respond nor did your team via text through you spoke to GM about this matter. You have two forms of contact for me. Your service team updated GM and failed to update me even through the had my information. 
   
   
  9. I would like to speak to the owner regarding the service. Could you please provide their information? No, but Im happy to help.
   
  10. I would like to discuss the full refund of the car as well as the compensation you mentioned for having the car in your car for an extended time. We do not accept returns, and you signed a form called a Buyers Acknowledgement that you initialed and signed stating that All Sales are Final and you have No Automatic Right to Cancel the Contract, Return the Vehicle, or Get your Money (or trade-in) Back. I extended an olive branch, above and beyond repairing your vehicle, by offering some compensation for the time you have been without the vehicle out of goodwill. 
  At this point, though, it appears that you are at an all or nothing point. Therefore, I will say I am sorry the vehicle has had some repairs that showed up after you purchased it and that GM has supply issues in getting us the parts to repair your vehicle in a timely manner. These things are outside of our control, but we value you as a customer and continue to go above and beyond to get you back on the road.    
   
  Respectfully,
   
  *********************
  General Manager
  Haselwood Chevrolet Buick GMC
  

  
  

  Customer Answer

  Date: 01/19/2024

  I wanted to also follow up with you as the dealer offered compensation but has not addressed the issue of failing to catch issues with the car and then attempting to charge me over **** for repairs.  
  
  He has also not responded to any emails. I find it curious the compensation offered is inline to the price of repairs. 
  
  Im concerned the car was sold to me with either an inspection not conducted or one not done correctly. 
  
  I was also sold a service contract but they are attempting to charge me for things covered under that contact and have been reaching out to me to purchase something I was told I had. 
  
  I have cced that email. 
  
  Please let me know what other documents you need such as contract, text messages, ect. I will continue to forward/cc correspondence. 
  
  
  Warmest regards, 
  
  
  *****************************;
  
  

  Customer Answer

  Date: 01/19/2024

  
  I am sending more correspondence regarding my case. 
  Begin forwarded message:
  
  On Thursday, January 18, ****, 11:42, *********************** <******************> wrote:
  Hello,  
  
  Ive been ccing you on correspondences Ive received from the dealership. Im reaching out as they are stating the car needs additional work that should be covered 
  
  They are recommending the exhaust system be replaced as well as a few other things. 
  
  Ive attached the estimate below. I dont know why this amount of work was not caught in the multiple inspections. They are also trying to charge me for a service ie the oil change that I was told that was in my service plan. 
  
  
  Sent from Yahoo Mail for iPhone
  
  On Wednesday, January 3, ****, 11:01, *********************** <******************> wrote:
  Hello, 
  
  Im attaching some of the continued conversation with the dealership. I spoke to **** with ******** last night and he stated to work directly with you all. I did as requested about asking for a refund and the dealership refused. 
  
  I have attached the screenshots below. 
  
   
  Sent from Yahoo Mail for iPhone
  
  On Tuesday, January 2, ****, 10:06, *********************** <******************> wrote:
  
  Sent from Yahoo Mail for iPhone
  
  On Tuesday, January 2, ****, 09:39, *********************** <******************> wrote:
  Hi ******,  
  
  Here are the screens shots of the bill and work to be done as well as the mechanics response.
  
  This is really unacceptable given Ive only had this car for a month give or take and its been in the shop otherwise. 
  
  Please let me  know if there is anything we can do on the service side. 
  
  Thanks! 
  
  Elizabeth 
   
  Sent from Yahoo Mail for iPhone
  
  On Friday, December 29, 2023, 17:32, ************************************* wrote:
  Dear *********, 
  
  We are following up in regards to your 2015 Chevrolet Trax, case number 9-11510656013. 
  
  per our discussion this is a contact number to get more information regarding Car Bravo **************
  
  Should you have additional questions or concerns, you may respond directly to this email for the fastest response. We can also be reached through social media channels such as ******** and ******** Otherwise, please wait for us to contact you via phone or email about your Service Request. 
  
  Again, we appreciate and thank you for your continued patience and understanding. 
  
  Thank You, 
  Tamika 
  Chevrolet Customer Assistance 
  Phone Number: ************** 
  Extension Number: 5910669
  

  
  

  Business Response

  Date: 01/22/2024

  In response to the customers rejection:

  We did offer the customer compensation for the time she was without the vehicle waiting for parts. It was not required but out of goodwill, since we were waiting for parts from GM that were backordered.

  We never asked the customer to pay for repairs. Just maintenance items the tech recommended but are not required. 

  I have all the emails I responded to including one from the day before e this response was submit.

  I have the full inspection and will upload if necessary to prove it was done.

  We are only asking the customer to pay for maintenance items not covered by her service or maintenance contracts. I have copies of the contracts to show what is covered and not covered.

  ********************* - General Manager

   

   

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 

  Per the emails sent and attached text messages they did ask to pay for the repairs. They also have not be able to provide answers for the care, treatment, and skill of being able to fix the car and catch pre existing issues. 

  
  *****************************

  Customer Answer

  Date: 01/26/2024

  Good evening,  
  
  
  Im following up as your text stated that someone would be reaching out to me today. I texted at 08:39 and did not receive a response. 
  
  It appears a response was made to the BBB but you failed to reach out to me via text or email.  
  
  I would like clarification from your last message and my questions answered as to: 
  
  Could you also explain how a restoration service is not a repair as it would restore power to the engine? 
  
  Could you please clarify with me if the car has a timing belt or a timing change as the previous texts states that all belts are fine but the timing chain and its components were the issue.
  
  I did the research and the car has a timing belt but its concerning that your dealership stated the belts are fine. 
  
  Through your emails contradict what you techs stated. Its concerning to me you would cite the belts are fine when I asked about a timing belt when it has a timing chain. 
  
  Could you also clarify about the service plan for these services. 
  
  Can you clarify the maintenance contract as well as why I received an email with recommendations that some had already been done with the price still listed? 
  
  Can you please clarify what the maintenance and service plan I paid for covers as Ive been verbally told conflicting things but not been provided via email or text per my multiple request. 
  
  
  We are only asking the customer to pay for maintenance items not covered by her service or maintenance contracts. I have copies of the contracts to show what is covered and not covered. 
  
  You stated you have copies of these contracts but have not explained or provided what those services cover even though Ive  requested multiple times writing. 
  
  Ex: I was told that five oil changes were covered free of charge. Your tech texted me it had been done but it is still listed. Would the oil change need to be does again as its stated its required with the restoration service. 
  
  You stated with your response 
  
  
  I have all the emails I responded to including one from the day before e this response was submit. 
  
  The issue is the failure to respond in a timely matter or that other parties needed to be cced for a response
  
   this car has been in your care for the majority of the time I owned it and the failure for a timely response has compounded that. 
  
  You stated that it was a matter of waiting on parts but the first time the car was in the shop it was a discussion of if the sales team would approve the replacement even through there was the Car Bravo warranty, the Dealers warranty, the service contract, and maintenance contract. 
  
  
   
  
   
  
  
  
  You stated you offered compensation but compensation hasnt been made to me. I havent received a payment nor have I received clarification to my questions especially as your answers at times contradict that of your techs so its concerning that given the information its hard to say whats been done to the car/what is covered as the responses keep changing. 
  
  A resolution I am willing to accept is the refund of my service contract, maintenance, the maintenance to be completed free of charge to me, addition to the ******* you offered. 
  
  
  
   
  
  Warmest regards, 
  
  *****************************;
  

  
  

  Business Response

  Date: 01/29/2024

  I responded to ****** on 1/25/2024. I have attached the response. ****** has asked for $1500, free maintenance services totaling about $1000 and a cancelation of her current service and maintenance contracts currently in place. As you can see in the email back to ******, all of these requests were agreed to out of goodwill. A finance manager reached out to ****** immediately via phone, but ****** refuses to communicate by phone, so they followed up via email.  I have attached that correspondence as well. Since Haselwood has agreed to close this matter by agreeing to the above, I believe we can now formally close this complaint from the customer. Thank you

  Customer Answer

  Date: 01/31/2024

  As long as the dealership follows through this resolution is satisfactory.
  

  One of the many unfortunate things in this process is was the dealerships inability to address by the correct name. 

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

• Initial Complaint

  Date:12/06/2023

  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.

  Reached out to Haselwood Chevrolet in last few days of September 2023, they set me up an appointment to drop my car off with no further information needed from me. Drop my vehicle off and I did not hear back from them until I called a week later. They had not started any troubleshooting on my car because I was not told to fill out a night drop off form.The technician handling my car went out sick shortly after my service contractor review my vehicle with them and gave documentation for a coverage quote. They were not update for nearly 2 weeks from October 8th from the 20th, due to the technician being out sick and the car was not reassigned to anyone for further assistance. From here I eventually contacted numerous times for them to finally explain what I needed and what parts were needed. I signed to continue and order the parts on November 2nd for expedited shipping on these parts to receive them faster, they had not reached out to me since November 9th until I called in the final week of November for an update. Eventually it was discovered my part at a delivery date of Monday the 4th, this was not true. As I followed up Monday the 4th only to be given a new range of the 8th-15th then the following day of the 5th for the range to be extended out from the 18th to the 25th.This has caused me to miss multiple life events and making it hard for me to even travel for groceries. No rental car was offered in the meantime. Im expected to pay for expedited parts when one part couldve been ordered probably a month prior but due to poor business practices they allowed a delay cause the distress, stress and other issues caused by negligence.

  Business Response

  Date: 12/08/2023

  Vehicle came in with a head gasket issue. Their service contract needed full tear down and a cylinder head pressure test before authorizing the repair. This did cause a delay in time to fully diagnose the vehicle as machine shops in the area are backed up. After a week, we did receive the head back and the go ahead to move forward with the repairs. Once the repair had been authorized by the service contract, the parts were ordered and, unfortunately, were on back order. We did receive a date of arrival that was later changed. It is a **** case (Manufacturer Backorder) and there are no options to buy from other dealers. We have a new arrival date of 12/15-12/25. 
  The service advisor who originally helped the customer has been out sick for a month but that did not delay diagnosis or the ordering of parts.
  We have one of our other advisors making contact with the customer and updating them as we are getting new dates for parts. Vehicle will be repaired, once parts are available, just as the customer requests.

  Customer Answer

  Date: 12/08/2023

   
  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:11/18/2023

  Type:Sales and Advertising 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.

  We bought a ***** Bolt 8/24/23. The process was horrible, but our complaint addresses their specific failure to send the required letter for IRS certification despite our asking 5 separate times.To claim the ** tax credit, you need to purchase a qualifying electric vehicle, obtain a letter of certification from the dealership, fill out IRS Form ****, and look for state rebates and credits.This may be because we wrote up our terrible experience on several review sites. For the additional background:In November 2022 we ordered a ***** Bolt from Haselwood. We went through the features on the ** form, worked out a price we could afford on our tight budget, and put down a deposit. We picked the base model 1LT, plus a couple of safety features. Then in February, we decided we wanted leather seats, and the sales person said they could switch for $500 to $1,000. We asked them several times to send the revised paper work. They didn't.The day we were supposed to pick it up we got an estimate with a price several thousand dollars more than what we'd signed up for. Plus several thousand of taxes. When we got there, we learned that because we'd requested leather front seats, they'd switched us without our knowledge or consent to a more expensive 2LT configuration. $30,065 vs $28,035. Plus additional taxes.A decent dealership would have acknowledged that this was their mistake.. Haselwood stonewalled, complained that they don't make money ************, and implied that it was our fault. They offered us nothing except the option of refunding our deposit and walking. We gave in, because we'd driven three hours to pick it up. We then got an insulting email from the manager about how much they hoped we'd appreciated our experience. He never responded back when we raised these issues.We'll never buy from them again, but for now we just need the letter of certification, legally part of our purchase that they told us that day that they'd send..

  Business Response

  Date: 11/20/2023

  Immediately after receiving this complaint, I was able to pull up **************** file and forward him the information he requested for tax purposes. As far as the complaints about the price of the vehicle, we agreed to MSRP when the vehicle was originally ordered, or ****** pricing should that be applicable at the time of sale. While waiting for the vehicle to be allocated to us, the customer asked to add leather to his build, which we gladly obliged. The Bolt EV comes either in cloth as a 1LT or in Leather as a 2LT. Therefore, we built him a 2LT, per his request. This included any optional equipment he originally requested. The change the customer requested resulted in a price change of $2,030, and also resulted in us getting him the Bolt faster than he would have gotten it should we have waited for a 1LT allocation (which I still have not received). The reason the customer travelled an hour to order a vehicle from us, is because his local dealers all marked up their Bolts thousands of dollars over MSRP, where we do not. We delivered everything we were supposed to and were asked to, and the result is multiple negative ****** reviews and now a BBB complaint. Out of goodwill, I sent the customer an email with the tax information he requested that was also provided to him at the time of sale.

  Customer Answer

  Date: 11/20/2023

   
  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution on my specific ask to send the ** credit document I'd requested 5 times is satisfactory to me.  Haselwood's sales process as a whole remains wholly unsatisfactory, and I shouldn't have to have gone to BBB. But your form said that areas like Haselwood switching prices on the car we bought are outside of your purview so I'm grateful to BBB for resolving this one specific issue
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/15/2023

  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.

  Purchased a 2023 Chevrolet Silverado *********** July 2023. As part of the sale, dealership was to provide a rear wheelhousing liner set and bedliner, including install. Rear wheelhousing liner set was received; however they refused to install it. I have still yet to receive the bedliner four months after purchase and multiple ignored calls and emails. I would like to be reimbursed the $425 which is the bedliner MSRP. I am not looking to be reimbursed for install.

  Business Response

  Date: 11/20/2023

  Our New Car Manager, *****************************, has been in communication with the customer. Unfortunately, the accessories that the customer requested have been on back order from General Motors since they were ordered. Certainly, Haselwood should have been in constant communication with the customer about the delay. We have offered a refund to the customer for the accessory that has yet to be delivered from the manufacturer, as requested. It is unfortunate how the supply issues of late and the most recent UAW strike have impacted the customer experience. We are doing everything we can and adjusting processes accordingly to make sure customers are getting everything they purchase or refunded for things General Motors will not or cannot provide due to unforeseen circumstances outside of our control. 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20874918
  
  I am rejecting this response because:

  I understand the supply chain delays, but ***** has not contacted me nor my wife for resolution. We have received no calls or emails from Haselwood regarding this matter and both of my emails to the ** requesting a refund have gone ignored. 
  

  Please have Arash or the ** contact me at ************************** regarding the reimbursement check. Once the check is received I can close out this complaint.

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

  Business Response

  Date: 11/28/2023

  Multiple attempts have been made to contact this customer without response. We have issued a check for the $425 the customer requested and sent it to the address on file.

• Initial Complaint

  Date:09/01/2023

  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 have been taking my cars to Haselwood GMC for 10+ years. My vehicle was having issues running properly and our very local mechanic couldnt diagnose it so he recommended we take it to a GM service mechanic. Our local mechanic didnt even charge us labor for the work he did do because he wasnt able to fix it. It didnt drive well so we had it towed to Haselwood. I knew it would be $189 to do diagnostics which I was ok with. But then I was told they need $794 on top of that to take the engine apart to diagnose further (which is stupid high, but I needed a diagnosis). So I approved it. The issue ended up costing more than what the car is worth based of age and milage so we decided not to move forward with it. I get a call telling me that our service guy spoke with the mechanic and they will put the engine parts in the trunk for me and I can come pay and pick it up. What??? Never in my life have I ever had a mechanic tell me they wouldnt put my engine back together after me paying approx $1000 just to have the issue diagnosed. And then I was told that if I wanted the engine put back together I would have to pay them and I only paid for the teardown!! Even talked to the service manager (****************** believe) who basically said thats how it is. He couldnt do anything about it. I did tell him I wanted my 15% off coupon honored the. Since they originally wouldnt honor it because I didnt think to present it at time of service. They dont explicitly tell you that if you dont decide to proceed with the fix that they wont put the engine back together without you paying more. I am disgusted that they want you to pay $1000 to diagnose and when you decide you dont want to fix it they have the gull to say they wont put the engine back together. I will NEVER bring any vehicle back to Haselwood let alone buy a vehicle from them because they are in it just for the money obviously. I will never recommend them to anyone ever again. They lost a long time customer.

  Business Response

  Date: 09/05/2023

  Customer towed her car in for a CEL and runnability concern on a 06 Pontiac G6 with about 207K miles on it.  Vehicle was inspected by Technician who recommended tear down for inspection of timing cover.  Customer approved the additional 3 hours needed.  After tear-down, Technician recommended timing replacement and several other recommended services including a battery (dead upon arrival) and a door lock diagnosis as when he pulled the vehicle into the shop, he found that only the front passenger window was able to roll down the window.  No other controls worked and when he rolled it down and it would not roll back up.  Customer declined all work including the battery, the timing replacement and other recommendations and did not feel she should have to pay to have the tech put everything back together so just said she would pay for the diagnosis she had into it and would tow car out.  After she picked it up, she noticed the window was down and was upset. 
  
  I spoke with customer on 9/1/2023 @3pm and asked her what I could do for her.  She was worried about her window being down and not being able to lock it to secure it until she could figure out what she was going to do with it.  She said to do the repairs, it would be more than the car was probably worth.  I asked her how I could assist- with trading her out, working with her on the price of the repairs, and at this point, she just wanted the vehicles window up and ability to lock it and did not want to tow it back to accomplish that.
  
  Technician personally went to her house and do exactly that- got her window up, made sure she could lock her car and explained the recommendations made.

• Initial Complaint

  Date:08/08/2023

  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 paid a $100 refundable deposit for a Silverado EV on 11/8/2022, reservation ID ******. I canceled the reservation on 7/2/2023 and requested a refund. Per the attached reservation agreement, refunds should be processed within 7 days of cancelation. I still have not received the refund. I have exchanged two emails with the assigned sales associate, had an online chat with the dealership (I can provide copies of these conversations), and left a voicemail message with a manager, and I have not received a response.

  Business Response

  Date: 08/13/2023

  Hello, we have verified that **************** deposited $100 on November 2022 with Chevrolet on Chevrolet.com for a Chevrolet Silverado EV when they become available. I have also verified that the refund that was requested for the $100 deposit was processed through the Chevrolet Mastercard gateway in July 2023. After speaking to customer service, they have verified that the refund was processed but stuck due to a date issue in their system. They submit a request to expedite the release of the funds onto the card **************** used with ***** hours. This was done on 8/9/2023. We will be following up with Chevrolet and their Mastercard Gateway on Monday August 14, 2023 to verify that the refund has been complete. We at Haselwood are happy to help the customer out with this request, even though the deposit and refund are actually through Chevrolet not Haselwood. We will make sure **************** is made whole.

  Customer Answer

  Date: 08/19/2023

   
  Complaint: 20439785
  
  I am rejecting this response because:
  I have still not received my refund. I appreciate the response and acknowledgement that they owe me the refund, and I will accept the response as soon as they actually follow through. Although they deflect the responsibility to Chevrolet, the information Chevrolet provided states that is the responsibility of the dealership to process the refund. It has been more than 6 weeks since I canceled and requested the refund!
  Sincerely,
  
  *******************

  Business Response

  Date: 08/28/2023

  After reviewing the response from ****************, Haselwood has decided to take action and go ahead and issue a check in the amount of $100 directly from Haselwood Chevrolet Buick GMC instead of waiting for the Chevrolet gateway payment system to complete its process. Haselwood understands that the customer may be refunded more than what they originally paid but want them to not have to wait anymore and believe that this is the best way to rectify the situation. The check has been written and will go out in the mail on 8/28/2023 to the address on file for ****************.

  Customer Answer

  Date: 09/07/2023

  I am satisfied with the response. Thank you.

• Initial Complaint

  Date:06/03/2023

  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 brought my 2020 Chevrolet Silverado **** Duramax in for a routine check in order to prepare for my move to ******************* on March 15, 2023. My truck is still at this dealership waiting on parts and maintenance. I was forced to rent another truck from Enterprise in order to move my family to ********* and pay for it out of pocket. I asked if the dealership could provide a vehicle since my truck was still in their shop and the Service Tech, ***** stated that he had to speak with his Manager but I would most likely not get a vehicle because of our move out of state. It has been almost three months and no progress has been made with my vehicle. It feels as if I have to pull teeth in order to get any updates on my truck. It is affecting my family because we are forced to utilize one vehicle and my spouse is an active duty member who works an hour away. I am paying for a vehicle that I cannot use due to constant delay. I even asked if they are able to purchase my vehicle so that I can just purchase another Silverado in *********. The dealership stated that they could do $40,000 which is unfair because I purchased the vehicle in January 2023 for $48,000. I just want to have my truck back or at least the money to buy another one. We still have belongings in the truck that they did not let ** take out because they claimed the vehicle was lifted in the shop. This has been a frustrating situation that is stressing me out mentally and financially.

  Business Response

  Date: 06/05/2023

  This customer brought the vehicle to us on 3/16/23 for a massive oil leak and long crank concern.  The tech found workmanship issues diagnosing the crank concern- came from a bent reductor on the end of the camshaft which was related to work that another dealership performed (timing chains done on RO ****** on 11/16/22).  We reached out to our GM representative *********************** to discuss our findings- that this was workmanship concerns and were able to get permission to move forward with the repairs needed running it under warranty.  Once approval was received, parts were ordered on 3/30/23- on back order under **** Case G01838067 for his gasket kit and G01838070 for his seal kit.  The expected shipping dates for both of these kept getting pushed back.  All parts were not received fully until 5/25/23.  The vehicle is cabd and the tech is currently working on it.  Expected completion timeline at this point is next week on Thursday 6/15/23, should be ready to return to the customer.  The *** ***** said he has notified the customer every week with updates on where we were with parts. When *** ***** was asked about a vehicle, we did reach out to DVM *********************** again and was given approval to put him in a car, when the customer was called by ***** to let him know that the customer ******* declined and said he no longer needed a rental.

   

  *******************

  Service Manager

  Haselwood Chevrolet Buick GMC

  Customer Answer

  Date: 06/05/2023

   
  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,
  
  ***************************