ComplaintsforBig Bend Chevrolet Buick, LLC

• Initial Complaint

  07/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On their website, I saw a picture of a brand new box truck for $51,420. The quote they gave me was for $67.909.57. When I asked why, ******* told me the price I saw under a picture of a truck with a box on it did NOT include the box. I asked to speak to a manager. A managing partner called me, I believe his name was ******** or ****, I can't remember exactly. He told me that I'm the only one in 7yrs that complained about misleading pricing. I asked him if he would think a picture of a box truck for sale would not include the box and be just a cab and chassis, even though there was no mention of the box being an extra $16,489.57 or box not included. In a very condescending and very interruptive way, he said he would browse the cab and chassis for sale (on the website) and note they were the same price as the one in the picture of the box truck and conclude that the box was extra. I told him I wasn't shopping for a cab and chassis, so I didn't look at them, because I was just looking at box trucks. Plus I told him that the 2 cab and chassis in the pictures next to the 2 falsely advertised box trucks showed "chassis cab" for ones without a box and that the truck I want has an $11,385 big bend incentive, and a $62,805 msrp, which makes it more than the cab and chassis he said he would compare. So his common sense made no sense. This is extremely deceiving and should not be allowed. It is evidently a standard procedure for them and should not be allowed.

  Business response

  08/22/2024

  I spoke with the customer regarding his concern. He did ask me "how would you view this if you were on the website" I explain that "I myself personally seeing all the chassis priced the same as the one with the box would lead me to believe that the updated price with box had not been completed yet" That is still how "I" would personally view this. I also explained that all Dealers Sites are handled by 3rd party providers and any pricing updates or changes take time to process on THIER end. We have disclaimers from top to bottom on all pages of our website explaining that there might be additional info needed and to contact the dealer direct for all details. When he did follow the disclaimer and contact us directly we were quick to share the delay in the 3rd party website provider updating the price change with the box included. This particular vehicle that he inquired about did update with appropriate pricing the following day to include the bed once is was processed though the feed of the 3rd party. Again, the delay when making changes is that there are feeds from the time the dealer implements a change and when the 3rd party processes them. Big Bend Chevrolet can't be held responsible for discrepancies, delays, outages or kinks on their end. That is why it says "see dealer for full details". This ensures that all the accurate information can be given to each consumer clearly and without error. Our fleet and commercial manager was polite, accurate and accommodating.  The communication between the two of them ended once the customer start name calling, cursing and threating our employee. Big Bend Chevrolet has always strived for complete transparency. Please let us know if there is anything additional you would need from us. Thank you   

  Customer response

  08/22/2024

   
  Complaint: 22045033
  
  I am rejecting this response because:

  He is blatantly lying.  He told me this has been standard practice for 7yrs with no complaint.  I told him Ive never seen any seller having pictures of anything other than exactly what they are selling, unless there is a disclaimer blatantly stating the vehicle may be different than pictured but thats usually on standard fleet vehicles when they have several of almost identical vehicles for sale.  This is a one off truck that clearly had a box in the picture and the description said absolutely about the box being thousands upon thousands extra.  He mentioned nothing about a 3rd party and delay in pricing.  My complaint is accurate, but his is full of lies that are easily proven.  Did the 3rd party already have the price change when the guy argued with me about how he has been pricing this way for years or is this just another bad lie and the only reason he changed the price is because I filed several complaints?  This is the definition of false advertising.  
  
  Sincerely,
  
  *********************

  Business response

  08/27/2024

  I'm am not going to have a back and forth about what transpired. My commercial manager came to me stating he had a consumer cursing and yelling. Every vehicle is priced and says "see dealer for full details". There will always be lag time when price, pictures and descriptions are update. The have to go through the proper feed channels to be received from 3rd party vendors. Then the 3rd party have to process. Then the feed comes back to the site. That is why we have posted "see dealer for full details". Upon doing this, the customer was given all the current and correct info. 

  Customer response

  09/10/2024

   
  Complaint: 22045033
  
  I am rejecting this response because showing a truck with a box on it and listing "Box Truck" in the ad is false advertising, no matter how they want to lie and spin it.  If it's been standard practice for 7yrs to show pictures of box trucks when just selling the cab and chassis, no box, then why did you change the ads the next morning?  If you did nothing wrong, why did you change things so fast?

   

  If you didn't lie, there would be no back and forth and I would have bought the truck from you, since I already had preapproval for financing.  The pictured truck was well over $10k more than the advertised price.

  Yes, I called the guy a f'n liar, f'n thief, f'n bullsh!tter, and I told him false advertising like this is why people hate car dealership managers. I said I bet he was a liberal.  They should be investigated for false advertising and if I'm wrong, I'll issue a written apology for my inaccuracies.  If I'm right, I want a written apology for him being those things I called him.

  I have pictures of my computer screen showing the false advertising if needed.
  

  Sincerely,

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

  Customer response

  09/12/2024

  The company did not do anything in good faith.  Does the bbb ever accomplish anything or is it just a message board?  

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