Van Chevrolet

Review: I purchased a car from Van Chevy and after going to speak with [redacted] in the finance office and the price of gap insurance I returned to the sales floor and the sales manager adjusted my car purchase price so that I could afford the additional gap insurance that I made clear I needed. Since I had now been there for hours the finance manager asked [redacted] to help me get out of there as quickly as possible. Again [redacted] and I discussed the need for gap insurance and although he repeatedly offered me car maintenance offers I declined.

When [redacted] printed my contract I questioned the line reading service contract I was assured by [redacted] that this was gap insurance not a service agreement. A week after purchasing the car I called [redacted] to ensure financing was okay and ask who my loan was being service through. He gave me the information and I told him I had not yet received anything regarding my gap protection plan. Again he reassured me that there would be no paperwork but if I needed it I just needed to contact Van and it would be taken care of.

I didnt question it again. Last week I received a call from [redacted] at [redacted] stating that he did not gave my current address to mail me my service contract. Obviously I realized I was misled and lied to by [redacted]Desired Settlement: Change of contract to swap service for gap insurance or complimentary gap insurance.

Business

Response:

Dear Ms. [redacted]

Ms. [redacted] purchased a used 2012 Chevy Malibu from Van Chevrolet on 3-17-2013. At the time of purchase Ms. [redacted] did sign an extended warranty application, a buyers order, and a contract all indicating that she was purchasing an extended warranty with her vehicle. Ms. [redacted] also signed a declination form declining the gap insurance. Van Chevrolet apologizes for any confusion. If you have any questions please call me.

Sincerely,

Executive Assistant

Review: I placed an order with [redacted], order #[redacted], for a 3rd row seat left belt/retractor and a 3rd row seat right belt/retractor. When I received my package, it contained one belt/retractor and a buckle end. I sent an email, right after I received and opened my order, to the email listed on [redacted], which was on November 15th. I left my home after I opened the package and corresponded from my cell phone. I stated that was not what I ordered. Someone responded stating the parts I was delivered would fit my vehicle and that I should follow the return policy online. Which states I would have to pay for return shipping and a 10% restocking fee of the item I wrongly received. I sent another email stating that wasn't what I ordered. Received another saying I was charged for exactly what I ordered in the catalog, this time from someone named [redacted] Norris. I then emailed a picture of my order confirmation I received via email when I placed the order stating I didn't think it was right to have pay return shipping and a 10% restocking fee whenever they sent me the wrong part. Someone from Van Chevrolet did try to call around the time all this was going on but I wasn't home and seen the number on the caller ID when I returned home later. While waiting for a response of my emailed picture I found a number, which I called, on my email for questions with orders which was to Van Chevrolet, I found out when I called and was put on hold and heard the advertisement. I did not know [redacted] and Van Chevrolet were connected until then. The man in the service department I spoke with was very nice and said [redacted] had left for the day but I should take pictures of the items, boxes and part labels and email them and someone would get back with me on Monday. He said it was probably a mistake when "they" (so Van Chevrolet personnel does package the orders) packed the orders. He pulled up the email with the confirmation picture that I had sent to info@[redacted] and said I shouldn't have received a buckle end according to what I ordered. That was all on Friday evening. When I didn't hear back from them, I sent an email yesterday, Wednesday November 20, stating since I hadn't heard back I went ahead and mailed back my own package for $12.58 at my cost and was planning on filing a complaint against Van Chevrolet the next day, which is today. I was afraid the matter may not be resolved by the time the 30 day period a customer has to return an order from the date it was placed would be up. Order total was 2 $66.00 items plus an $8.95 handling fee, totaling $140.95.Desired Settlement: The buckle end I was charged for, but not what I ordered was $66.00. I want to be reimbursed the full $66.00 plus the $12.58 I had to pay to send back UPS. So a credit of $78.58 on my visa card I used to place the order.

I brought my truck in for repair of exhaust system noise. They drove it said it was fixed charged me $700.00

When I picked up the truck and drove it same noise. Brought it back in and was told that it was fixed and broke again so for $980.00 can fix the new issue?

Manager [redacted] refused to assist other than saying it should be $1,100 to fix so we are saving you almost $300.00

Review: On December 27, 2014 I purchased a Certified Pre-Owned 2011 Chevrolet Tahoe LTZ from Van Chevrolet. [redacted] was the gentleman who sold me the car. I worked with [redacted] to complete the financial portion. During the “closing” on the vehicle [redacted] made a pitch for an extended warranty. I was not interested at his initial cost; however, as a good salesman, he would not take “no” for an answer. We spent a considerable time discussing the specifics of the warranty and he kept dropping the price. He made it abundantly clear that the warranty was a 6 year / 75000 mile warranty that STARTED from the date of this sale (Dec 27, 2014) and the 75000 miles began from the date of this sale and were effectively added to the existing mileage of 39246. The sales price for the warranty was $1699.00. I had my calculator and was weighing this purchase. As an F-16 instructor Pilot with a Mechanical Engineering degree, math is not foreign to me. I consider myself moderately intelligent with sound common sense. By my math, and by what [redacted] was telling me, the warranty was good until Dec 27, 2020 and 114246 miles on the vehicle (whichever occurred first). I also understood that while the 1 year / 12000 mile bumper to bumper warranty for the GM certified pre-owned vehicle was in effect, I could not use the MPP extended warranty. I continued looking at the numbers and figured I would essentially be paying roughly $283 per year ($23.58/month) for the 6 year warranty,. Because we barely put 10000 miles on our vehicles per year I was figuring that I would carry it to the 6 year term before we hit the mileage stop. I made sure that I understood the specifics that the warranty was from the sale date of 12/27/2014 and the 75000 miles were added to the vehicle’s current mileage before finally saying yes. [redacted] said that the warranty was completely refundable if I was not happy and that the paperwork would arrive in about a month with the specifics. The MPP warranty paperwork arrived greater than a month later on 2/9/2015 at 1400. I immediately called the MPP Customer service line at ###-###-#### because the terms were not what [redacted] (Van Chevrolet) sold me. MPP verified that the terms of the policy (VIN#: [redacted] or agreement [redacted]) were 6 years or 75000 miles, but NOT from the current mileage or sale date of 12/27/2014. The terms were for 6 years from the vehicle’s initial in-service date and expires on 6/19/2017 or 75000 total miles (whichever occurs first). I asked MPP what my options were, as these were not the terms that the salesman and I discussed in depth. They told me that I had to contact Van Chevrolet to resolve this. I called Van Chevrolet on 2/9/2015 at 1515 immediately following my conversation with the MPP customer service. I was told by Van’s operator that there was no one available to talk to me in finance and asked if I would like a call back. I left my name and phone number and the operator promised a call from someone in finance that evening. I did not receive a call. I called again on 2/10/2015 at 1646. Again, the operator said that no one was available to speak with me from finance and they asked if I would like a call back. I said would wait until I spoke to someone because I tried the “callback” option the day before and had no luck. [redacted], from finance, finally came on the phone and told me that the sale was with [redacted] and that there was nothing he could do. He said that [redacted] was not working on 2/10/2015 but would be back in the office in from 1200-2100 on 2/11/2015. He said he would leave [redacted] a message and that [redacted] would call me. Today is 2/12/2015 at 2045 and I have not received a call back yet. Based on the many “[redacted]” reviews, once the sale is done, it seems that it is very difficult to get ahold of anyone in finance. I can attest to that as it has been 2 days of false promises to return my call. As I live over 2 hours from Van, it is difficult and expensive to make a trip in person. I have no confidence in Van’s customer service; I feel that the Revdex.com is my only option for resolution.

Getting back to the math…essentially, the extended warranty that was sold to me was grossly misrepresented. If it were not for my repeated questions specifically asking if the warranty would take me to the year 2020 and/or just over 114000 miles, I could see where there might be confusion. I specifically used the words “December 27th, 2020” and “a little more than 114000 miles”. There was ZERO room for confusion with my questions. Admittedly, the paperwork they had me sign was long and verbose. I glossed over everything I signed while [redacted] summarized it for me. If he said the words “this is the extended warranty you are purchasing for 6 years / 75000 miles” I signed it expecting that it contained the terms we verbally discussed. I trusted that [redacted] correctly represented the warranty. I had a very hard time committing to an extended warranty of $283 per year. There is ZERO chance I would have purchased a warranty that effectively cost me double that $672/yr or $56/month. When one figures that extended warranty is only good after the “1 year / 12000 mile GM certified pre-owned warranty” expires, I effectively bought a 1.5 year policy for $1699.00 when I thought I was getting 5 years beyond the GM warranty or 114000+ total miles.Desired Settlement: I respectfully request one of the following courses of action to remedy this situation. Either I would like the warranty I thought I purchased with an expiration date of 12/27/2020 or 114246 miles, whichever occurs first for the $1699.00 I already paid. OR, if that is not an option, then I would like my $1699.00 refunded in full and the policy canceled as the policy I received is not the warranty that was verbally represented to me.

Business

Response:

The extended warranty that Mr. [redacted] purchased does start from the factory in service date and not the date of purchase. Mr. [redacted] can cancel the warranty and Van Chevrolet will refund the full amount that he paid for it. If this something he would like to do he can contact me directly at ###-###-####. We apologize for any confusion.Sincerely,[redacted]Executive Assistant

Review: In February of 2013, I purchased a 2012 Chevy Malibu. The vehicle its self runs fine and I have no problems with the vehicle. Upon dealing with the Finance advisor at the Dealership ([redacted]), he expressed that there was a warrantee that I could purchase for the vehicle. I have had issues with my vehicles in the past after manufacturer warrantees have expired so I was interested in an EXTENDED warrantee. I was under the impression that my warrantee would protect my car in case of any failed mechanics after 100,000 miles. the warrantee is through MBP. this warrantee was to also include tire coverage. I was unaware that the tire coverage was even on the vehicle because when I received the information in the mail regarding my warrantee from MBP, it stated nothing regarding tire coverage. if I had known there was tire coverage, I would have opted out of that agreement. Not only does the tire coverage cost extra on top of regular warrantee, it is a completely separate warrantee entirely, however; it is still through MBP.

I discovered the true details of the primary warrantee after receiving the information in the mail regarding its limitations. I was not impressed at all after reading what the Warrantee covered and did not cover. I do not believe that it was [redacted]'s intent to mislead me on the primary warrantee, however I was truly unaware of a second warrantee entirely for the tire coverage. The primary warrantee ended up costing roughly $2,700 which was added to the total price that was financed in my auto loan through [redacted] (the division of [redacted] that handles Auto Loans). on top of the $2,600 for the Primary wrap around warrantee, the warrantee for the tire coverage that I was unaware of was roughly another $600 to my knowledge. That amount was also added to my total financed amount.

After discovering the true details of the Primary Wrap around warrantee for $2,700.00 I called [redacted] at Van Chevrolet to request the my warrantee be cancelled. The warrantee clearly stated that if I cancelled within 3 days, I would receive a full credit back on the purchase a mount. that amount should be $2,600 because I cancelled well within the first 30 of the purchase of my car. [redacted] at Van Chevrolet was understanding and said he would process my cancellation request and would notify me when it was complete. I was still unaware of the Tire coverage warrantee so I did not cancel that. after a few days and me feeling that I had not heard back from [redacted] regarding cancellation of my warrantee, I called Van Chevorlet and spoke with him. he said he had cancelled it and even called me the day prior to notify me and left a voicemail on my phone. at this point, I assumed the warrantee had been cancelled after being notified by [redacted] that he had cancelled it. He explained to me that the funds to be refunded from MBP would be issued in check out to Van Chevrolet would need to be sent to the financing company for my Auto Loan ([redacted]). I was okay with this.

ten months later in the month of November, I noticed that the money was not deducted from my auto loan for any amount regarding my cancelled Warrantee through MBP. I spoke to [redacted] and they have not received any payment for the cancelled warrantee and it is still on my auto loan accruing interest at 5.5% roughly. at that time they had notified me there was another charge that they couldn't not describe from $600. I called Van Chevrolet to speak with a manager and I spoke to a manager who was at the dealership at the time. unfortunately I do not remember her name but I explained that I really wanted to speak with her because I was still a little frustrated at the situation and did not want to speak with [redacted]. She notified me at that time that there was another warrantee on my account for $600 and she did not know what it was for and told me she would pull my file and that would take a couple of hours to get done but she would call me the fallowing day. I spoke with her on Monday Dec. 2nd 2013, and I was expecting a call from her by Tuesday Dec. 3rd; however I did not hear from her. I proceeded to call Van Chevrolet to speak with her Wed. Dec 4th, and the woman who answered the phone said, she can not take your call, but she asked that I take a message so she can call you back. I gave my information and awaited her call. 10 minutes later I received a call from [redacted] at Van Chevrolet, not the woman who I spoke to the prior Monday on the 2nd. so I explained everything all over again. by the size of this complained you can probably guess that explaining this situation 10 times is not my goal, however; I took the time to explain it all to [redacted]. His response was, "you didn't cancel the tire warrantee, only the wrap around warrantee, let me pull your file and call you back tomorrow, I don't know if that wrap around warrantee was cancelled until I look at your file". I was extremely upset because I didn't know about the Tire Coverage Warrantee, so I didn't cancel it when requesting to cancel the wrap around warrantee. this was on Wed. Dec. 4th. Thursday Dec 5th came and went and I did not hear from [redacted], Friday December 6th came and went, I had not heard from [redacted]. Wednesday Dec 11th I had still heard nothing, so I called asking for [redacted] in the Finance Department. I asked expressed that I was upset that I had to track down him and the manager several times when I was promised return calls and even after finally tracking them down both times, no work had been done to resolve my situation. once I expressed my frustration he responded with "this is a very busy time for us here at the dealership, can you please remind me what the situation is"?...

I personally work in sales so I know how tough it can be juggling customers, but this had gone too far in my opinion. [redacted] promised me that he was writing down my cell phone number and that he was emailing MBP at that moment, he would wait for a response email from them, and if he didn't hear back from them that night (Wednesday Dec 11th) he would call me the next day even though he was off. well, Thursday dec. 12th came and went and I received no call from [redacted], Friday, Saturday, and Sunday came and went. I received NO PHONE CALL, EMAIL, TEXT MESSAGE, NOTHING. I promised myself that its a busy time of year in sales, so I would give him till Monday Dec. 16th to call back because I understand how busy things are. now it is after 12pm on Monday December 16th and ive heard nothing.

I am terrified that now that it has been almost 11 months, MBP will not refund me the entire Warrantee amount if it has not been cancelled and I can not get anybody at Van Chevrolet to give me any answers. I am sick and tired of calling and getting the run around. I have a very close friend of mine who ironically has had a very similar issue with Van Chevrolet. not only have I been paying interest on roughly $3,300 of warrantees on my auto load, [redacted] assured me that the wrap around warrantee for $2,700 was cancelled and the Tire Warrantee for $600 I didn't even know was on my loan to begin with. the MBP Warrantee programs states that if you do not cancel within 30days they will only refund a pro-rated amount.

on top of all of this, I also found out that the sticker price of my car was supposed to be $14,900 before tax, title , licensing and it ended up being $15,300 befor tax, title, and licensing. they have not been able to give me any answers as to why that is as well.

now if I am lucky, I might get back a pro-rated amount of my warrantees that I have been paying interest on for almost a year.Desired Settlement: I wish to only hear from someone at Van Chevrolet who is capable of making decisions at this point. I do not want to speak to another person there. there are several big names on the radio and TV who endorse Van Chevrolet and I am one step away from sending them this same letter. I want a full refund of $3,300 for my warrantees. I am not going to bother asking for the interest that I have paid which should add up to roughly $200, I would just like for my warrantees to be refunded to me in full. I also want to know why when I was told the car was $14,900, why was the price really $15,300.

Thank you Revdex.com for being a resource for individuals like myself who have done all they can do and now need help.

Business

Response:

Dear Ms. [redacted],

I spoke with Mr. [redacted] and apologized for the lack of customer service he received. I did receive his cancellation for his warranty and told him I would email him a copy of the refund check that will be going to his bank. We apologize for any inconvenience. If you have any questions please call me.

Sincerely,

Executive Assistant

Review: I purchased a car from Van Chevrolet in [redacted], AZ on May 23th 2013. I purchased a 2007 Pontiac G6 that's a green color. We agreed to buy the car at $10,000 at about 11.6% so our monthly payment is a little more than $250. I did agree to give pay stubs because I was the sole owner and the soul signer on the contract. They also said that I needed to give them pay stubs or else the bank will not give Van the money for the car. But we still signed the contract. So I went home and tried looking for the pay stubs but couldn't, so I told Van that I would have to call my HR. They said that they would fax some pay stubs to Van. I called Van and told them that the pay stubs would be faxed. It took 3-4 days until my HR faxed the pay stubs. I called Van and they said they didn't get them. Over about a 15 day period we sent about 3 faxes of my pay stubs. Fin[redacted] Van said that the 3rd was too fuzzy. So HR fin[redacted] sent me my pay stubs through the mail. It took a bit longer than expected. I took the pay stubs and faxed them myself. I called and they said they received them. From day two of me owning the car until the day that I sent the pay stubs, I got about 2-3 sometimes 4-5 calls a day about my pay stubs. I eventu[redacted] ignored them because there was nothing I could do. Now around the end of June I get a completely random phone call from [redacted] saying that they need a co-signer now. I asked why and he said that my pay stubs looked funny. He also said he called [redacted] bank (who was funding us) and they pulled out. So the only option they gave us was to get a co-signer or to get the car repossessed. They never called us before calling the bank. We had no options left. It took some time to get a co-signer because she was in Europe and I had no idea when she would get back to me. Eventually I got all of her information that [redacted] wanted and I sent it to him on July 2nd 2013. I heard nothing from them, so I suspected that everything worked out and that everything was good. Today is July 9th, 2013 and I leave my home to go to work and my car is missing. I called the police to which they had told me it was towed, so I call [redacted]. I asked him if it was because of the co-signer. He said "yes", he also said that I told him I would get him co-signer information but accused me of not giving him the information. So he took the car with no warning. Heck nobody even asked about bringing it back. The towing company drug the car about 75 ft. before picking it up. There are skid marks. Most likely there is damage caused to the car as well. I calmly explained that I tried emailing the information on July 2nd and he said he had nothing and then I re-sent it. He confirmed that he received it and that he would run the credit report and get right back to me. After we hung up I waited about 4 hours until I heard something. I called Van and they gave me the first available finance person. They then directed me to [redacted]. When I asked him if he got anything back he replied: "It's declined". He also said they would mail my belongings when they get the car back tomorrow. He did say that he would return the $800 that we used as a down payment. Thats all he said, he had no intention to call me or anything. I asked why we were declined and he said that both my co-signer's and I's credit scores were not good enough. I checked Experian and saw that [redacted] never even ran my credit a second time! It does not make sense how I was accepted the first time and declined the second; along with my co-sighner who is a very successful business owner. There is work property in the car and I have called to say that I need it along with all my other belongings by tomorrow July 10th, 2013 by 10 A.M. or I will have to report it stolen. This whole process took about 1 1/2 months. I've never got my first bill or my license plates.Desired Settlement: I want my car back. They had no right to take my car. I had no warning no nothing and I tried working with them as much as I could. I will let them keep the $800 and go back to a contract if I can get my car and at a discounted price from the $10,000 for everything they have put me through. But all fee's from the towing process will be paid by Van not me. I also need any damages that were caused to be payed by Van.

Business

Response:

Van Chevrolet did attempt to obtaining financing for Mr. [redacted] on a vehicle. The bank did require proof of income to fund Mr. [redacted] car deal. Mr. [redacted] provided false paystubs to Van Chevrolet, which was confirmed by his employer, and the bank was unable to fund Mr. [redacted] car loan. Mr. [redacted] did have a co-signer however, they did not have sufficient credit to secure a loan. We apologize for any inconvenience. if you have any questions please call me.Sincerely,[redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I double checked what I faxed to Van. I found that one pay stub was not suppose to be in there. I sent 3 instead of 2. The other two pay stubs are real. Regarding my credit, I know that it would have sufficed. Shortly after this incident I purchased a 2013 vehicle that was $8,000 extra compared to the Pontiac. I got the car without a co-signer. Of course the new dealership asked for pay stubs as well. I provided them the same ones as I did to Van and they accepted them. I did do a little research after I was told that both my co-signer and I were denied, I found out the [redacted] never even ran our credit. He blatantly ignored it. I even got a letter in the mail from [redacted] Bank stating that Van cancelled the deal, not the bank. When I last spoke to [redacted] he told me that the car was never in my name. I have official documents from the [redacted] showing the car fully being in my name. This is the reason why I should have gotten warning of my car being taken. I was never even asked to bring it in. It was just taken. Also I am still waiting for my down payment of $800 to be returned to me. [redacted] told me that Van cut a check and put it in the mail on Monday July 15th, 2013. I haven't received anything. He even tried telling me that I have to pay $50 to the towing company to get my stuff back. That is grade A, 100% illegal. Not to mention the fact that I was called to bring in my car for an emissions check. That was suppose to be done before the car was sold in the first place. I know for sure that that itself is a $400,000 fine. Regards,[redacted]

Business

Response:

Van Chevrolet apologizes that Mr. [redacted] is not satisfied. Van Chevrolet did make several attempts to work with Mr. [redacted] to secure his loan with[redacted] was unable to verify the correct income for Mr. [redacted] and denied funding of his contract. Mr. [redacted] did sign a contract that states if the vehicle is not immediately returned to us upon cancellation of the contract that he would be liable for all expenses incurred by us in obtaining the vehicle. Again, we apologize we were unable to do business with Mr. [redacted]. If you have any questions, please call me.Sincerely,[redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had no problem with returning the car. I was never asked to bring it back. The last thing I heard from Van was that they needed co-signer information, so I sent it. Apparently it didn't go through. I was never told that Van never got it. I would have driven up there that same day to return the car if they would have asked. Instead it was just taken.Also when Van tried to pull the "fake pay stubs" they told me Van called my h.r., not [redacted] stating they found my pay stubs to be false. But I will make clear that the pay stubs I faxed were real. Heck I just leased a 2013 Toyota Scion xB. When they asked for pay stubs I gave them the same ones I gave Van. They accepted them for my lease.Regards,[redacted]

Review: Van Chevrolet has a 2009 Mazda Tribute I *port*tock #: [redacted] at 7, 997. I called and inquired and they said they still had it. However, I showed up at the dealership and they couldn't find it. They asked for the stock number and VIN, which I provided and they "went to check their back lot" however, they couldn't find it. Meanwhile, they offered me an Chevy Equinox that was WELL over 7,997 (they wouldn't give me an exact price). I told [redacted] I was pre-approved already and he said they could probably beat my finance company. I told him I wasn't comfortable doing that since I didn't want more inquires on my credit report. HE TOLD ME IT WOULD BE A *OFT PULL. He even went as far as to explain the difference between a soft and hard pull. He then asked me to "just fill this part out..." Lo and behold, my credit monitoring company notified me that I had a new inquiry (Hard Pull) on my report. The following inquiries have been added Industry: Inquiry Date: *tatus:

1. [redacted] Jul 29, 2013 Added

2. VAN CHEVY [redacted] Jul 30, 2013 AddedDesired Settlement: I would like this deceptive and unauthorized inquiry removed off my credit report and an apology.

Business

Response:

Dear [redacted] did come into Van Chevrolet looking to purchase a vehicle on 7/30. At that time [redacted] did sign a credit application agreeing that Van Chevrolet could try to get her a better interest rate with a different bank. Van Chevrolet did only run [redacted] credit one time. The other inquiry from [redacted]'s is not associated with Van Chevrolet. We apologize to [redacted] for any confusion. If you have any questions please call me.

Sincerely,

Executive Assistant

Review: Upon purchasing a vehicle on 25 May, 2015. I was told that the vehicle was a Certified GM vehicle and comes with 2 year 24,000 mile coverage, however prior to closing and signing on the sale I was informed that the vehicle was not certified and I could pay the upcharge of $800 to certify the vehicle. After back and forth the dealership finally worked in a way to certify the vehicle. The downside was that the vehicle was being sold on Memorials Day and the entire service department was closed so the vehicle could not be certified until the following day Tuesday 26 May, 2015. So I agreed to leave the vehicle there. I noticed a noise coming from the engine compartment and made note of this with the finance representative and the sales representative and was assured this was annotated on the we owe form and would be checked by the technician. After I received the vehicle I noticed that the car still made the same rattling noise and the wiper blades were torn and needed replacement so on Wednesday 27 May, 2015 I contacted [redacted] the reconditioning manager and he informed me the last inspection was on 14 May and have not been inspected on Tuesday 26 May admitting that the vehicle was never truly certified but just that paperwork filed and sending me on my way. That day 27 May 2015 I took the vehicle in to a repair center in Tucson and they found that the serpentine belt, tensioner pulley, transmission fluid was burnt, and fuel system needed servicing. After two days and trying to get into communication with a representative and waiting on a call back I decided to file a complaint with the Revdex.com, Chevrolet, and several managers within the dealership and I have yet to yield real results as to why the dealership is falsifying certifications and seller customers vehicles that are not a true reflection of what is claimed. [redacted] insulted me by making me seem dumb and that the only problem was bad wiper blades even though he and the tech signed off on the certification without inspectionDesired Settlement: I would like to be granted an extension to return the vehicle and be refunded all debt to the finance company. In addition, I would like to be released from all contractual obligations with the dealership so that I may seek another option for fulfilling my needs for transportation as the trust has been lost and there seems to be no other method of reconciliation.

Business

Response:

Dear Sir or Madam:I spoke with Mr. [redacted] and apologized for his inconveience. His repairs have been completed and we have offered to pay for his first 2 car payments as a gesture of goodwill. He was happy with this resolution. If you have any further questions or concerns please call me.Sincerely,[redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did speak with [redacted] on Friday 20 June, 2015. The repairs were not completed by Van Chevrolet however, I had to go to a different repair center. [redacted] agreed to pay out a certain amount and that amount was not fulfilled and I contacted her today to find out about the discrepancy and so far have not been able to reach her. I left a voicemail and can reply back to you once I find out the information. Thank youRegards,[redacted]

Business

Response:

I did receive Mr. [redacted] voicemail and returned his call today. He did not answer so I left him a voicemail. I explained that when we talked on Friday I offered to remiburse him his first car payment. I asked if it was around $400. He said he thought so and he would get back with me after he spoke with his wife. Mr. [redacted] called me back and said he and his wife thought 2 car payments would be better. I agreed to 2 car payments. Mr. [redacted] car payment is 364.93 so we sent him a check for $729.86. Van Chevrolet did not have an oppurtunity to do the repairs on Mr. [redacted] vehicle because he did not want to drive to Scottsdale from Tucson. I verified with Mr. [redacted] that the repirs were done and that there were no out of pocket expenses to him. I apologize for any confusion. If you have any questions please call me.Sincerely,[redacted]Executive Assistant

Review: My sibling went into Van Chevrolet to purchase a vehicle in February. The salesperson he was dealing with called me and said he needed a co-signer for only six months because he good credit, just not enough established credit. I asked him several times if my sibling would be able to get a loan on his own in six months because I did not want to co-sign for anybody longer than that. He said yes, in six months he would help him get the loan in his own name with a federal credit union. They came to my house with some paperwork for me to sign later in the day. They did not bring the vehicle that was being purchased, so I have not ever even seen the vehicle! The finance person from the dealership NEVER called me and they ran my credit with so many companies it brought my credit rating down by a lot. I must of got 20 rejection letters in the mail from different banks. They bank that ended up financing the car is ALLY Financial. The first payment coupon I received with them had a much higher payment then what I had ever signed for. I have called the manager there and told him what had happened and that what they did was not right and I wanted a copy of sales contract right away. It has been over two weeks and I have not received it and now he is ignoring my calls. I had to call Ally Financial because the payments on the car are not being made and I found out I was not the co-signer on the car, but the loan was in my name. I was lied to by the sales person over and over. I guess this sales person was fired by the dealership, because he is no longer there. My financial information was used in an improper way and the dealership misrepresented themselves by lying to me over and over. I want a copy of this sales contract! I do not even know the make or model or the vehicle that was purchased.Desired Settlement: They need to work with the bank and take the vehicle back and I want a copy of the purchase contract!!!!!!!!!! I also want to know the name of the salesperson that lied.

Business

Response:

Dear Ms. [redacted],

Ms. [redacted] did sign and agree to be on the car loan with her brother [redacted] to help him establish more credit. Unfortunately, [redacted] did miss making a payment with the bank and that does not help with him refinancing on his own. Van Chevrolet did give [redacted] a copy of the contract but we will make a copy for [redacted] and mail it out to her as well. Van Chevrolet apologizes for any confusion. If you have any questions please call me.

Sincerely,

Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been waiting for over a month and still have not received a copy of the contract. How long does one have to wait to receive this information?

Regards,

Review: I purchased a used vehicle from Van Chevrolet on 8/23/2013 and there were 11 issues with the vehicle that needed to be repaired and I insisted that all 11 be repaired by Van Chevrolet if I were to purchase this vehicle. The sales person wrote the 11 items on a piece of paper and his manager stapled that list to the "WE OWE" document. I presented this document on 9/4/2013 to Van Chevrolet and the work has not yet started. I spoke with the service manager today and he said that he was waiting on approval from the sales team - these items should have already been approved and the work completed. Now I incurred two additional days of rental fees while my vehicle has not been serviced.Desired Settlement: The 11 items on the list should be repaired as well as my rental car fees paid for by Van Chevrolet. Shocked that a Chevrolet affiliate would treat a disabled Veteran and former law enforcement officer this way - I also have stage 4 cancer and not happy about the way I have been treated by Van Chevrolet.

Business

Response:

Dear Ms. [redacted],Van Chevrolet did complete all the repairs that were promised on the "we owe" form that Mr. [redacted] requested. We apologize for any confusion. If you have any questions please call me.Sincerely,[redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This simply isn't true - only a few things on the attached were repaired (windshield, left mirror, 2 bolts, service 4wd) the rest were not repaired. Moreover, the service manager [redacted] called me and said all repairs were done and to recant my complaint with Revdex.com - I told him I would consider after picking up the car. I picked up the car and found that not all repairs were done and after I got home the service manager called again and said, "I'm sorry - I thought the repairs were done - I will call you tomorrow" - he never called back. I fell for their scam the first time but wasn't about to fall for it again - they wanted me to retract the complaint, then pick up the car thinking all repairs were done. Shocked this is how they treat service connected Veterans/retired law enforcement officers battling cancer - I start radiation asap and don't have time for their games.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

These facts simply are not true-I have had no one from Van seek to contact me, the disc hasn't arrive, the 12 v cap wasn't replaced, the headliner not repaired, the wires not repaired, weather stripping not repaired, and the LCD screen not repaired.

Regards,

Business

Response:

Dear Ms. [redacted],Van Chevrolet did look at Mr. [redacted]'s headliner (line Q of repair order) the tech noted that it was ok at this time. The wires (line n) were secured. The weather stripping (line P) was readjusted. The navigation disc as previously stated is on order. The 12 volt cap, Mr. [redacted] needs to come into our service department and explain what he needs done. Van Chevrolet did not agree to replace the LCD screen or reimburse Mr. [redacted] for his rental. [redacted], the used car Director has already explained this to Mr. [redacted]. At this time the only 2 items that are still owed to Mr. [redacted] seems to be the Navigation Disc which will be mailed to Mr. [redacted] when it arrives and the 12 Volt cap. If Mr. [redacted] has any further questions or problems he can call [redacted] or Ron Daly. Sincerely,[redacted]Executive Assistant

Review: My 80 year old mother has a 2003 Chevy Cavalier with 19,000 miles on it. She drives about 10 miles a week for her weekly Walmart grocery trip. On 12/31/14 she brings her vehicle to Van Chevrolet's service dept. and asks for them to check and advise why her engine light is on. She explains that [redacted] has run diagnostic test in past 6 months and replaced the gas cap. The diagnostic code relates to the evaporative emission system (P0440). They complete a ticket for n/c and ask her to come back early 1/2/15 because they are unable to service the car that day. She returns on 1/2/15 and the estimate for work is $130. In addition to the check engine light request they've added to the ticket multipoint inspection and battery service ( this they admit later was an up sell and not necessary). She waits in the service lobby for 2 hours. [redacted], asst. service manager, sits her down to explain that her car is in need of a new power train control module including 2 hours of labor charges ($650.12). She tells them that she would like to get another opinion because this is too expensive. She is told that she already owes $130 for the inspection, diagnostic test, and battery service. They explain that any other garage repair service station will not have the high tech equipment or master mechanics that are at this service dept. The car is already in the bay and they can get it done today and have a courtesy van take her home and bring her back when it's ready. Plus do it now and we will discount the bill by $70. Under high pressure and misleading tactics, she reluctantly proceeds.

On 1/5/15 after my husband and I review the invoice, my husband goes to Van Chevrolet and meets with [redacted] and his boss, [redacted]. There are several discrepancies/errors that he points out. My husband asks for them to provide the diagnostic report and the old part (bad PCM) that was replaced. They cannot produce either and have no proof that a new part was put in. They even said that they trust their employees to complete the work as outlined on the invoice and if they find out other wise they will fire them. The invoice had a core charge of $35 - this is a charge that is applied if a customer takes the old part with them. My mom was not offered the old part so this was an error which they refunded when pointed out. After arguing about the unfair practices and additional costs incurred, they agreed to offer a "one time $75 credit owed to customer for future service per customer goodwill".

One week later the engine light comes back on. On 1/14/15 my mother and I go back in and speak to [redacted], service director, to request a refund for the part and labor that did not fix the problem. I once again ask for the diagnostic report that coded a bad PCM. Repeatedly told that the directions on the invoice are the diagnostics from the mechanic. First line of invoice "Check reason for engine light on, diag. found P0440 evap. system". I show the diagnostic report that we obtained at [redacted] that morning and it said the same thing. Why did the mechanic not follow through with that diagnostic and run through the 4 steps to fix an evap. system. Instead he went on to find a "bad PCM" and replaced that. [redacted] was very rude not even wanting to look at the report I had that read the same code on their invoice. He could not answer why the mechanic would not have followed through on the normal diagnostic fix protocols that any other service shop would have followed.

Van Chevrolet did work that was not requested/authorized by my mom. Her car was performing fine and she asked for a diagnosis for the check engine light. The replaced part did not fix the problem she came in for service. It was strictly a money maker and I do not believe a part was replaced since we have no proof.Desired Settlement: Would like a full credit card refund for the refurbished module (PCM) $379.24 and labor associated with that part $200 - total $579.24 plus tax

Business

Response:

[redacted], the service director spoke to the customer and the daughter yesterday in his office. He explained to the daughter that this is a 12 year old vehicle and there was as internal problem with the ECM module. The customer came in with a concern for her check engine light being on. Van Chevrolet advised the customer what was diagnosed and presented her an estimate to repair. She authorized the repairs and they were completed. The daughter states the check engine lamp came back on a couple weeks later but would not allow us to inspect the vehicle. Mr. [redacted] offered them a loaner car and stated we would inspect the vehicle at no charge. She refused for us to diagnose the vehicle or to even look to see if in fact the check engine lamp was back on. Mr. [redacted] explained to them that we guarantee all our work performed for 1 year or 12,000 miles. Mr. [redacted] also explained that we will correct the check engine lamp if it is back on. She would not allow us to inspect the vehicle. We apologize for any confusion. If you have any questions please call me.Sincerely,[redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Attached are 2 documents showing a diagnostic code P0440 same code on Van's invoice [redacted] report done on 1/14/15 same day visited Van complaining the "check engine light" had not been fixed. [redacted] was not interested in reviewing this document. First system check for this code is a defective or loose gas cap. On 2/4/15 had a second opinion done by [redacted]. Per their invoice [redacted] diagnostic code P0440 replaced gas cap and light is off. Notes that if check engine light comes back on that the next step is to do a smoke test of the evap. system. Same steps outlined per [redacted] report. Both merchants quoted that a "faulty" PCM would not be the cause of a check engine light on. Van Chevrolet replaced a part that was not a function of the problem my mom came in for. The car had no other problems other than a check engine light on that is now fixed with a new Chevrolet factory gas cap for $29.85 from [redacted].I want a full refund for the invoice [redacted] for the part# [redacted] and labor costs associated with its replacement.Regards,[redacted]

Business

Response:

Ms. [redacted] did dispute the charge with her credit card company and Van Chevrolet is choosing not to pursue the bill with Ms. [redacted] anymore. . If you have any questions please call me.Sincerely,[redacted]Executive Assistant

When I had service on my vehicle at Van Chevrolet, they asked me for a phone number to contact me. That number has now been sdded to their robo call list for service, as well as their cold call list for new cars. Over the course of 2 years, I have asked repeatedly, both in person and over the phone, to get my nuimber removed from their system. I am assured each time it can be handled, but they do not remove my number. My last conversation was 3 weeks ago with the Service Manager, who assured me he was in authority. Still did not get results,as I received a another sales call.

Review: I purchased the vehicle on April 29, 2015. The first problem I encountered is I purchased an extended warranty for 3 years or 36000 miles and when I got the policy it was for 2 years and 24000 miles. I had my S/O with me and he was told the same thing. The paperwork states I paid $1800 for the warranty but nothing more. When we test drove the car it had customized Corvette mats and when we took delivery the mats were gone. We were told both by the used car manager [redacted] that we would either get the missing mats back or get new ones and were told the same thing by the used car service manager, then we were told they couldn't get them and gave us van floor mats that do not fit. We were told when we picked up the car to make a list of any problems which we did and they would fix them. The list included the missing floor mats, A removable top problem with broken moulding and electronic seat controls for the passenger seat lumbar support that did not work. We brought the vehicle in twice to get these repairs made, we were told they were repaired but when we pick up the car both time no work had been done on it. The car we bought was a 2004 Corvette. We paid top dollar for it, used this dealership because we heard they were so reputable, but once you buy the car it is apparent no one wants to handle promises made during the sale!Desired Settlement: All we want is what we were promised and no more double talk!

Business

Response:

Mr. [redacted] purchased a 2004 Chevrolet Corvette from Van Chevrolet on 4/29/15. On 5/26/15 Mr. [redacted] brought it to Van Chevrolet with a concern that the lumbar on the pass seat was not working. Van Chevrolet did not find a problem with the passenger seat lumbar. On 6/8/15 Mr. [redacted] brought his vehicle back to Van Chevrolet with a concern that his convertible top was loose and that the floor mats were missing from when he purchased it. Van Chevrolet did find that the trim panel was loose and installed the top securely into the clips. Van Chevrolet did try to order Chevrolet Factory floor mats for Mr. [redacted], however Chevrolet has discontinued them. If Mr. [redacted] would like an alternative set of floor mats, Van Chevrolet will reimburse him for the set. We apologize for any inconvenience. If you have any questions, please call me.Sincerely,[redacted]Executive Assistant###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The custom Corvette floor mats were in the car before they detailed it and missing when we took delivery. We told [redacted], the service manager for used cars right away and he said he would get us factory replacements or new ones. I checked online and they do make mats to fit the car. We brought the car back twice to have the moulding fixed that holds the back part of the removable top in place, and both times we got it back fixed. Also we were told they would not fix the lumbar supports in the passenger seat because it was too expensive after telling us there was nothing wrong with it. I have substantiating paperwork. This company could care less about your concerns once the car leaves the lot regardless what was promised!

Regards,

Business

Response:

Van Chevrolet did try to order factory floormats for Mr. [redacted] and General Motors has discontinued making them for his model year. Again, Van Chevrolet will reimburse Mr. [redacted] for the floormats that he purchases. We apologize for any inconvenience. If you have any questions please call me.Sincerely,[redacted]

Review: I purchased a 2013 Equinox on 5/11/13 for 32,574.67 with a payment of 563.39 and interest rate of 8.5% from salesperson [redacted](who was terminated 2 days after my sale). My finance person was [redacted] ( ###-###-####) I received a call from [redacted] on 5/24/13 that it was urgent I get in and give them my original Home modification forms of which I had already given them a copy .I WENT IN THAT DAY 5/24/13 over my lunch hour to give them this paperwork. I ended up in the finance department with ? (HIS NAME IS NOT ON ANY OF MY PAPERWORK) He starts printing out new paperwork and as I start to read it my interest went from 5.8 to 15.8 and I have a credit score of 680 according to credit karma. I am upset about the deal at this point and stated I wanted to hand over the keys and forget about it., but he kept printing stating that once my home loan modification was done I could refinance in 3 months. I reluctantly signed the paperwork and went back to work. I stewed about it the rest of the day at work because I felt that $700/month was more than I could afford and felt like I should wait to buy. I immediately went in after work that same day 5/24/13 and spoke with the manager on duty [redacted]. I told him I was very unhappy , felt deceived when they asked me to come in earlier and wanted out of the deal. [redacted] stated" Give me 24 hours and I will make it right and I said OK." [redacted] called me at 1:20 pm on 5/25/13 and left me a message to call him on his cellphone [redacted]. When I called him back he stated there was nothing he could do because the banks were closed for the holiday and would get back to me next week. No options were given to me regarding the car. I attempted to call [redacted] 5/31/13 at van chevrolet because I was unsuccessful reaching him on his cell to find out what was going on with the deal and I was told he was on vacation. On 6/03/13 I went into the dealership on my day off and sat down with a manager, [redacted]?, and told him my story and says there is nothing I can do , the car has been funded but we could do a trade to get me into something more affordable but at my expense and loss. I walked out of the dealership and called the finance company ( [redacted] 0to see what my options were and they told me to talk to the funding/ finance manager at van chevrolet. I then spoke with [redacted] who is the finance manager on 6/03/13 and he recalled [redacted] mentioning my case. he said he would text [redacted] in [redacted] too see if he could find out where he was at with my deal. he stated that if he didnt respond today that he would personally take care of it. I called [redacted] late in the day on 6/03/13 and he stated he did not hear back from [redacted] and offered no solution to my problem. I went into the dealership after work on 6/4/13 and asked to speak to the finance manager and got someone totally different( [redacted]s assistant. [redacted] He told me that I would have to wait until [redacted] gets back on 6/08/13 to resolve the problem. I asked him what [redacted] could do at this point , that no one else at this dealership could do. He said he didnt know what [redacted]s plans were to resolve my issue. I told him that I felt like I have been played by everyone that I came into contact with this whole deal and they basically stalled me letting me think they were going to resolve the problem and letting my 3 day window to return the car slip by with empty promises of making it right. My paqperwork is confusing , I have paid for gap insurance but yet it is noted that I declined it. I was originally told the maintenance option was being thrown in for free and I was charged for it.IDesired Settlement: Because I went in within my legal timeframe( the very same day I signed the loan papers) to get out of the car deal, I should be able to return it. Brian should be held accountable for his promise to make it right. At this point I would be willing to lease the car until the time comes that I can get a better interest rate.

Business

Response:

Dear Ms. [redacted]

Van Chevrolet did work with Ms. [redacted] and the bank to redo her loan at a lower interest rate. Ms. [redacted] came in on 6/16/13 to finalize her paperwork. Ms. [redacted] is happy at this time. We apologize for any inconvenience. If you have any questions please call me.

Sincerely,

Executive Assistant

DO NOT BUY FROM THESE LIARS! After agreeing on a price with my dad on one of my dream cars, they called daily begging him to come in and buy it. Eventually they dropped it to a lower price to get him to come back in. Well long story short, took my day off drove 2 hours to come drive the car, liked it, sat down to work numbers and find out they want to charge 2k more than what was agreed upon. I work at a hospital and was called in and after wasting my entire day wouldn't give us the price they initially offered. Then when our sales person came back with a number that we would agree to, I ran to get my check book, the sales manager comes in and says kidding I made a mistake and again ended with a number higher than the original agreement. We even offered a grand higher than what brought us in and they said no over $250… Vince is a LIAR and then when he called to follow up about a "misunderstanding", actually tried to sell me another car. PATHETIC.

Review: I have been called by them for the last 9 years and every time I have asked them to take me off the call list. Every time I ask to be taken off call list the tell me no problem but never get removed. The last the second to last time they called I actually had the guy I spoke to text me a picture of the form that says to put me on the do not call list. Then today I received a call and ask to speak to the General Manager to which I was forwarded to a voicemail of a sales person. At this point it is blatant harassment as they have ignored all my requests. Interested in possibly pursuing legal action for the blatant disregard of my wishes and the multiple lies that I have been told.Desired Settlement: I would like the owner or GM to personally call me and apologize for the total lack of respect and disregard of my wishes, and I would like in writing that I will never be contacted again by van Chevrolet or any of its affiliated business's.

Business

Response:

Dear Sir or Madam, Van Chevrolet did put Mr. M[redacted] on our do not call list. We apologize he has received so many calls. If for any reason Mr. M[redacted] receives another call please have him call me directly. Again we apologize for any inconveience. Sincerely, Trena M[redacted]Executive Assistant

Consumer

Response:

I asked for owner or gm to call me and apologize and I want in writing that I am removed from list.

Business

Response:

Dear Sir or Madam, The owner and General Manager of Van Chevrolet are not available to call Mr. M[redacted] to apologize for being called from one of our representatives. I can have the General Sales Manager call Mr. M[redacted] to apologize. I did attach a copy of our phone database that shows we put Mr. M[redacted] on the do not call list as well as do not mail. Again, I apologize for any inconveience. If you have any questions, please call me. Sincerely, Trena M[redacted]Executive Assistant

Review: As I was helping a friend in AZ look for a new car, I noticed the Black Friday deals that Van Chevrolet posted the week before Thanksgiving and began online negotiations with [redacted] via text and phone. We agreed to the following:

• The sales price of the 2014 Chevy Cruze would be $23,500 and out the door after fees, sales tax, title and registration: $26,414.

• The following Black Friday specials would be included: [redacted] surface treatment, window tinting, dealer fees.

• The RV that I was trading in would be valued at or near $21,500.

Based on this negotiated agreement, I drove the RV from Northern California to Arizona to execute this deal. I went to Van on Friday, 11/29.

Once I was there, everything changed: The out-the-door price increased, the RV trade-in price decreased, I was charged for the [redacted] treatment and sales tax was charged on top of it; numbers were shuffled around every which way until it was impossible to keep track of what was discounted and what wasn’t. I signed a contract in good faith hoping that it all washed out, even though I had a very uneasy feeling that I had been duped. I waived the window tinting since I did not want to stay in Arizona long enough to have that happen. I drove the car back to California on December 2.

While I was at the dealership I was told that I would not be liable for $1500 in taxes that would be offset by trading the RV which they explained as the reason for the reduced trade-in value from $21,500 to $19,000. I agreed to this as long as I were to pay no additional taxes. Both Wayne Reese and sales manager agreed that this was the deal.

The primary concern after mulling over what had transpired was the sales tax and registering/titling the car in California. I called [redacted] to discuss this on December 3. He assured me that they were taking care of the titling and registration in California. When I questioned how $387 (sales tax noted on the sales contract) would cover the CA sales tax (8.25%), he assured me that CA and AZ had a “reciprocal tax” arrangement and that if Van collected the appropriate taxes and fees for AZ, they would cover the liability to CA. He said they calculated the tax by reducing the sales tax on the Cruze by the sales tax to be received back on the RV. However that is not how CA calculates its sales tax.

Mr. [redacted] acknowledged that I should not have been charged for the [redacted] treatment and said he would reimburse me for that. However this has not happened.

On December 16, I received from Van an ADOT Title and Registration Application. I found this quite odd since there was never any question that the car would be registered in California. I have bought vehicles out of state before and this aspect has always been handled completely by the dealer. Typically I have received license plates and the registration automatically through the mail.

I noticed that Van (who had completed the application form) had inserted a 7-year-old AZ license number ([redacted]). I have no idea how they got this as I showed them my CA license during the process of preparing the paperwork. I can only assume that they got it off my credit report or by somehow getting the ADOT records that dealers might have access to. In fact, the ADOT Title and Registration Application form has my current address on it which, obviously, is a California address.

This is either a very bizarre clerical error which defies understanding from a dealership that has been in business for a long time (and has sold cars to CA residents before based on one or two reviews I saw), or a devious way to avoid having to pay the full CA tax and registration fees totaling $2,248.35.

In discussions with the GM customer complaint representative, Trena of Van Chevrolet said that I had signed a document saying I was responsible for the CA sales tax, however to my knowledge I did not unless it is buried in the fine print of the sales contract that I missed.

Because California requires cars brought into the State to be registered within 20 days, on December 23, I went to the California Department of Motor Vehicles

(CA DMV) to see if they had received the required documentation from Van. They had not. I was required to pay the full charges in order to not be fined and received a 30-day temporary registration. CA DMV agents think the car must have been registered in Arizona, however I have not received any registration documents from Arizona either. I went again on January 2 to get an update and they still had not received anything from Van Chevrolet.

I am also concerned because the Finance agreement stated Ally as the lender and yet I received payment book and associated paperwork from [redacted] instead. [redacted] has refused to send me the title stating that they will only do so upon request of the CA DMV who has no process for doing this.

CA DMV will not register the vehicle in California until Van Chevrolet sends the paperwork.

Finally, early in December I requested that the extended service plan be cancelled and on December 19 I signed and returned the cancellation request form forwarded to me from Van Chevrolet. The form clearly states that “all refunds on vehicles that are still secured by a lien will be paid directly to the lienholder” ([redacted]). However, I contacted MPP on January 3 and was told that they sent the refund check to Van Chevrolet (counter to the terms on the cancellation form). I have not received a check from Van, nor has [redacted] as of January 3, 2014.Desired Settlement: 1. Van Chevrolet complete the registration and titling in California including reimbursing me for the excess charges of $1,861 that I already paid or proof (per Trena) that I signed a document absolving them of this obligation.

2. Reimbursement for the [redacted] treatment that I was incorrectly charged for ($324.99).

3. Immediate reimbursement from Van Chevrolet for the cancelled extended service contract ($1585) so that I can send this amount to [redacted] as required.

Business

Response:

Dear Ms. [redacted],Mr. [redacted] purchased a vehicle from Van Chevrolet in Scottsdale, Arizona. Mr. [redacted] lives in California. It was explained to him at time of purchase that he would have to title and register the vehicle in the state of California and pay the applicable taxes. Van Chevrolet did not collect the California tax for Mr. [redacted]. Mr. [redacted] only paid Arizona tax. Van Chevrolet did cancel Mr. [redacted]s warranty and sent a check for the warranty and [redacted] to Mr. [redacted]s lienholder. The refund is for the full amount. We apologize for any confusion. If you have any questions please call me.Sincerely,[redacted]Executive Assistant

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I reject this response based on the fact that I was not aware I had to reregister and retitle the vehicle in California. In addition I asked Wayne Reese on several occasions, "Am I going to be liable for any additional taxes upon returning to California?" he assured me after the third time I asked. And after consulting with someone outside the finance office. Before I agreed to sign the contract. That I would not be liable for any more taxes. As I described in the original complaint. A question for Trina. Was my conversation with Wayne in the finance office recorded? If so, we could clear all of this up immediately. I did finally receive the refund for the [redacted] undercoating 7 weeks after purchasing the vehicle. The service plan has been refunded also. The confusion about why the check was sent to Van Chevrolet has been cleared up. I have been informed that the owner of Van Chevrolet is also the owner of the Mechanical Protection Plan company. Which is why the check appeared to be sent by Van Chevrolet to the bank. Not directly to the bank from MPP as the MPP contract stated. The refund for the plan cancellation has been received by the bank. As of yet I still have not been able to title and register the vehicle in California. The bank ([redacted])has insisted that the California dmv must request the title from them. The California dmv insisted on several visits and telephone calls that they do not make such requests. It seems I was caught in bureaucratic black hole. so I paid off the bank in order to even have title sent to me or the California dmv. When I informed the California dmv that I purchased this car new. They seemed surprised that the Van Chevrolet did not title and register the vehicle in California for me. As is the case with most out of state purchases. However, not every customer from California has lived in Arizona at one point in their life. Like I have. There by allowing Van Chevrolet to surreptitiously attempt to title and register the vehicle in Arizona without my knowledge. I see now that Van Chevrolet used this loophole to avoid putting the appropriate tax and reg fees due at the time of sale. Otherwise, sending the full amount of taxes and registration fees to the California dmv. In addition. I never gave Van Chevrolet my old Arizona driver' license number. I only discovered they used it when I recognized it on the title and registration application from the Arizona dmv. The driver' license number I gave Van is my current California license. The same California driver' license that was photocopied for my test drive. I was told by April, with the Chevrolet corporation, that [redacted] informed her there was a document Van Chevrolet had in their possession. Which [redacted] says I signed. That acknowledged I knew I was going to have to register the vehicle myself and pay the additional taxes in California. I have requested a copy of this document be provided to me. It has not been mentioned again. I would also like to address the inconsistency of Vans response to my complaint. If Arizona and California are reciprocal tax states. And Arizona was going to send the taxes collected to California anyway. Then why not include the entire tax amount on the contract? The 387 collected on the contract would not have covered the entire Arizona sales tax either. I guess it would also be fair to say, based on Van' response to my complaint. That if you are an out of state buyer. Do not expect Van to title or register the vehicle for you in your home state. Especially with a brand new vehicle purchase.

Regards,

Business

Response:

Dear Ms. [redacted],Mr. [redacted] has a loan on his vehicle and therefore Van Chevrolet had to title the vehicle. Van Chevrolet only collects Arizona State tax. In the state of Arizona you get a credit for your trade in. California does not give this credit. That is why there is a big difference. When I spoke to General Motors customer assistance I never told them that Mr. [redacted] signed a document stating he would be responsible for California tax, I stated that he was made aware that he was paying Arizona tax only. I did speak with [redacted] the new car manger and he did say that he has spoken with Mr. [redacted] and explained this. Mr. [redacted] lives in California and has to pay California tax. Van Chevrolet did collect the tax for Arizona but Mr. [redacted] is responsible to pay for taxes and registration in California. We apologize for any confusion.Sincerely,[redacted]Executive Assistant

Review: I purchased a Vehicle in February from Van Chevrolet. With my purchase I was sold an extended warranty with my vehicle in the amount of $3,400. Recently my vehicle was called in for service at the local Mercedes Benz dealership. (not part of Van Tuyle.) Upon service at Mercedes, I was offered a superior warranty at a cost less then what I paid for with Van Chevrolet. I read the contract and saw the warranty is refundable and will not take longer then 15 days to process. I called [redacted], the warranty company and they said they need an odometer disclosure statement and the cancellation form filled out. I went to the dealership and met with the finance rep that sold me the warranty and completed the necessary forms. The rep said he will submit the forms to his manager and then send them to [redacted]. After four weeks, I did not see a refund sent to my bank, so I contacted [redacted] and spoke with the account rep who processes the paperwork for Van and I was told the forms were never submitted. I inquired about the timeline process and was told all Van needs to do is fax in the forms to [redacted] and they will initiate the process. After [redacted] cancels, Van is required to submit a refund check to the bank holding the lien on the vehicle. This check is to be taken off the principal balance of the loan. I decided to go back to the dealership in person and speak with the finance department. I spoke directly to the finance director [redacted] about my forms not being submitted to [redacted]. He told me he would follow up with me and call me in a day or two. A week goes by and I start making phone calls to check on the status and receive no phone calls. I make another trip down to Van, walk back to the fiance directors office to speak with [redacted] about this matter. He stated the documents somehow were backed up in processing and will take care of it immediately. I wait approximately four weeks and made a follow up call to [redacted] and spoke with the same rep who processes the paperwork for Van and was told the paperwork was never submitted. I explained what had been going on and was told it was unacceptable for Van to not send in the paperwork as it make [redacted] look bad. The rep said she would call Van on my behalf to see what the hold up was. Over the last week I have made repeated calls to Van Chevrolet and no call has been returned and the paperwork has not been submitted to [redacted]. The last call I made to Van I left a message for the finance director stating I would make complaints against the company and file suit if this problem is not resolved. Since no call were returned and the extended warranty is not cancelled I believe the company is engaging in unethical practices. The Revdex.com is the first place I am starting, followed by reaching out to the media, and consulting with my attorney.Desired Settlement: The best case scenario involves completing the cancellation paperwork and sending a refund check to my credit union so the money is taken off of my loan. Van needs to cut a check for the proper amount from the date when I first cancelled almost three months ago. I am hoping this matter will resolve in a timely fashion.

Business

Response:

Dear Ms. [redacted]

Mr. [redacted] did come into Van Chevrolet in April to cancel his extended warranty with the finance Director. There was a miscommunication between the accounting department and the extended warranty on the cancellation. As of 7/8/2013 Van Chevrolet did resolve the proper cancellation of Mr. [redacted]'s extended warranty. Mr. [redacted] should receive credit to his loan within 10-15 business days. We apologize for any confusion or inconvenience. If you have any questions please call me.

Sincerely,

Executive Assistant

Review: My experience with [redacted]/GMC has been terrible from the beginning.

The Buying Process-

When I saw an add for a special lease program for the Buick LaCrosse I went in to inquire. Knowing full well that the model I wanted was a model up from the add. I knew that the monthly payment and likely down payment would increase a bit. When I first sat down to discuss options with them I let them know that I was aware that it should be a bit higher. When they presented numbers the monthly payment had more than doubled and the down payment tripled. I was shocked to say the least. I felt like they were doing whatever they could to take advantage of me. After letting them know I was not interested, they went back and fourth multiple times with ridiculous numbers. I got up to leave when they finally gave me numbers that made sense. I agreed to lease the vehicle.

While in financing I was told about a new Warranty program. It was explained to me that this warranty would cover everything from oil changes and windshield wipers to all services that would be needed throughout the lease. I agreed and paid for the warranty.

In Process-

At my 15,000 mile check up they let me know they need to change some fluids. I let them know over the phone that I had purchased that new warranty that should cover everything. The response from the tech was,great bring in the car and we will take care of it. After I brought in the car and they performed the services they would not give me the car back until I paid out of pocket for those services, as they are not included in this warranty. I was both baffled and upset that I was clearly lied too. I was told because these services were a suggestion and not a requirement that the warranty does not cover them.

I asked to speak with the manager. I was then brought into a room and belittled for not "Knowing Better". I was then told there was nothing he can do, I either need to pay or I can't get the car. After making multiple complaints to the GM I got a response from his assistant. They let me know they were sorry for the confusion and they would either refund my money but I had to keep paying for the warranty or they would refund the pro rated ammount for the warranty. Once again I felt like they were doing anything they could to make more money off of me. I never received a call or even an e-mail from the GM.

Turning the vehicle in-

I am now at the end of my lease. I received a letter from Van asking that I call to schedule an appointment to return the vehicle. I called on a Saturday to set up the appointment for the next day. I was advised to come in on Sunday at 10:00 AM and they could take the vehicle back. I arrived at Van at 9:59 AM and was told that I need to go to Van Chevrolet and speak to them as they handle all lease returns. I then go over to Van Chevrolet only to be told that they don't take leases back on the weekends only Monday through Friday. I was floored as it was Van that scheduled my appointment for Sunday.

I left very angry and went home. I called into [redacted] again requesting to speak to the GM. I knew it was not likely that he was working on Sunday but asked to be transferred to his Voicemail. I was first transferred to a sales person from [redacted]. Then transferred to the Used car department of Van Chevrolet. They then transferred me to the [redacted] Receptionits. This went on for another 10 minutes of transferes to and from different departments. I finally was transferred to the GM's mailbox. I let him know the issue and how upset that I was. I requested that I get a call back the next day on Monday.

It is now Friday and I still have heard back from no one.

From start to finish this was they worst car buying/lease experience from start to finish that I have ever experienced. I will never work with them again. I will also let everyone I know looking at a Buick or GMC to stay far as far away from Van as they can.Desired Settlement: I would like for them to call and set up an appointment to return this vehicle around my availability now. I feel like this is fair since I was treated so poorly.

Business

Response:

Van Chevrolet did contact Mr. [redacted] and apologized for his inconvenience. We did give him the contact information for the person that is in charge of the lease returns so he can make an appointment that would be convenient for him. If you have any questions please call me.Sincerely,[redacted]Executive Assistant

Review: Van Chevrolet has been calling my cell phone after being told not to call several times. I have been apologized to, I have been told that a note has been made and that I will receive no further calls, and am still getting frequent calls. I generally am called once a week, and am asked about a car I purchased a couple of years ago and no longer own. The employee's making the phone calls are generally rude and not cooperative once I express that I do not wish to receive calls from them any longer. After numerous attempts to stop the calls, I am left only to assume that Van Chevrolet has no respect for me or my privacy by their refusal to cease the calls and that directly dealing with the company has so far proven impossible.Desired Settlement: I do not want to be contacted by this business any longer. All of my business with this company has been settled and since I will not be doing business with Van Chevrolet in the future, there should be no reason for them to ever contact me again.

Business

Response:

Dear Ms. [redacted],We apologize that Ms. [redacted] continues to receive calls from Van Chevrolet after requesting to be placed on our do not call list. Van Chevrolet did remove Ms. [redacted] from all call list and put her on the do not call list. Ms. [redacted] should not receive any more solicitation calls from Van Chevrolet. If you have any questions please call me.Sincerely,[redacted]Executive Assistant