ComplaintsforSam Pack's Five Star Chevrolet

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went in today to trade in my vehicle for a Tahoe with a supposedly Clean car fax and that was a lie I couldnt see the **** damage because sun was shinning hard and went finished Close to 8pm andWE WHERE SCAMMED WHEM I ******* and under my garage light you can see all the damage and this was never disclosed and all car fax records said no hail damage

  Business response

  06/24/2024

   

  Customer arrived to the dealership on Saturday morning and we both agreed to unwind the deal for many different customer reasons that wasn't listed in this compliant.  Customer is happy with the staff and changed the ****** review to a 5 star before leaving.  

   

  Issue is resolved.  

   

  Thanks...

  Business response

  06/24/2024

  Good morning, 

  It appears this review and message is for Five ********* of *********** not Five ********* of **********. We have not delivered a vehicle to a ***************************.

  Thank you,

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

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Negotiated a sales agreement on the cash purchase of a 2023 Traverse vehicle. Numerous text message with salesman, ******, confirmed the sales contract was accepted by the dealership, including ***************************. The vehicle documentation, purchase paperwork and registration was completed through finance department with an agreement that vehicle would be held backfrom inventory and delivered after Thanksgiving holiday due to bank wire transfer from out of state travel during Thanksgiving holidays.While speaking with finance department and sales department, offers were made for a $1000.00 credit card deposit or overnight Fed Ex of a check for full payment. Text messages, emails and telephone conversations with dealership personnel confirmed vehicle would be held until bank wire was completed Monday/Tuesday.The next day, ****** sends an text message informing me ***************************, a sales manager (his supervisor) told him other buyers are interested in the vehicle and he is voiding the purchase agreement.

  Business response

  11/28/2023

   

  This vehicle is in stock, and it's at the price we discussed.  

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a certified pre owned 19 Traverse on July 13th,2023 & the same day I called *********** because the brakes where making a loud sqealing noise. I was told they were new & to drive at least 100 miles to break them in. The following weekend while in ******* the check engine light came on so I had to take it to a dealership there to get it fixed & also told them about the brakes, but they referred me back to the dealership I purchased the truck from to address the issue. *********** called me back later that week to make sure everything was fixed I told him about the brakes he said he would reach out to the service **** & get back with me which I never heard back. I called the service **** the following week and made an appointment to drop off the truck on 8/7/23 for them to check the brakes & a shuttering issue. After 6 weeks I was asked to come show the shop ******* the shuttering issue which now seemed to be fixed, but the brakes are still making noise. I ended up taking my truck back, because they never fixed the brake issue. I took it to another shop & was told both the front & back brakes & rotors need to be replaced because of really bad rust. I was able to get the front brakes & rotors done & will have to go back for the back ones, but I should not have to pay for these things to be done since they should have been checked & replaced before selling the truck.

  Business response

  10/09/2023

   

  We had a lengthy discussion with the service team today addressing the statement from **************     It appears that 3-4 weeks ago we had a long test drive with the customer, and our shop *******.    The shutter issue, and the brake issue couldn't be duplicated on this long test drive together.   We found nothing wrong during the brake inspection, and it is normal for brake rotators to show light surface rust after sitting for extended periods of time in the weather elements.  (this light surface rust will remove get removed by the brake caliper after a very short drive)  We are happy to invite ************* into the dealership this week where we can quickly put her vehicle in the air and measure / inspect the rear brakes together.   

  At this time, we feel the other repair facility could have sold her front brakes before they were truly in need of replacement.    The inspection of the rear brakes together will also help access this concern we have.   

  What date and time works best for ************* to visit us for this time to review her vehicle together.  
  

  Thanks..
  

  Customer response

  10/09/2023

  I have reviewed the business response and accept this resolution. I can bring the truck in Wednesday at 9am for them to look at the brakes & hear the noise.

  Customer response

  10/12/2023

  I still did not get any response about the request for reimbursement for the cost of having to replace my front brakes & rotors.  They both had the same rust issues that I have brought to the attention of the service department back on August 7th, when the truck was first brought in. I was told they looked at them, cleaned them & put something on them to get rid of the noise which did not work. I feel this should have been fixed & proper inspection of the brakes & rotors done back in August and want to reimbursed for part if not all the cost for repairs.

  Business response

  10/21/2023

  After reviewing the rear brakes i agree with the customer.    Looks like the vehicle had proper brake pad depth, but did have excessive surface rust on the rear brakes, and because of this we replaced them free of charge on her last visit.   

  I'm also happy to give a store credit to cover her out of pocket expense of $409.85 when she replaced the front brakes.   

  I will notify my service manager to setup a store credit in her profile in our system.   So on her next visit the first $409.85 spent will be 100% compt.  

  Look forward to building our relationship from this point forward.  

  Have a great day..  

   

   

  Business response

  10/27/2023

  After reviewing the rear brakes i agree with the customer.    Looks like the vehicle had proper brake pad depth, but did have excessive surface rust on the rear brakes, and because of this we replaced them free of charge on her last visit.   

  I'm also happy to give a store credit to cover her out of pocket expense of $409.85 when she replaced the front brakes.   

  I will notify my service manager to setup a store credit in her profile in our system.   So on her next visit the first $409.85 spent will be 100% compt.  

  Look forward to building our relationship from this point forward.  

  Have a great day..  

   

  Customer response

  10/27/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had no problems with my vehicle before dropping it off with five star for a break flush on May 4, 2023. The company got me a Lyft home & about 15 minutes after I get home I get a call from a dealership telling me that my car will not start. The worker ** asked me has my car been running hot or giving any size that it will not turn on. I told him absolutely not *** never had an issue since I purchased the car in 2018 of my car running hot or not being able to turn it on. I let him know that I try to take very good care of my car because its only ******* kids in *****. This is the only dealership that deals with my car *** they just had it about a month ago for an oil change. They gave a list of items that should be fixed and none included this. . All of a sudden at my appointment my car is not working. ** told me that the engine was leaking. I told him theres no way my engine has been leaking and my engine light is not on and I went outside there was no puddle where my car has-been parked for over 24 hours. And also I went to get my car looked at for an inspection the day before and they didnt see anything wrong with the engine. He proceeds to tell me that the engine was leaking from the inside and that I maybe wouldnt see any leaks. This whole diagnosis happened prior to them even putting my car into the garage this is all assumption that they supposedly know. This Company has been hounding me to trade my car and trying to get excessive work done on this car and I have been refusing to trade it in and to also get work that is not necessary done immediately. I feel like there is fraudulent issues going on with this facility regarding my vehicle. I literally went in for a brake flush and now my car is still there with a busted engine is supposedly.. The whole day my car was there I could not get anyone to answer the phone or anyone to return my calls for an update on my vehicle. I believe me being a single woman im being taken advantage of.

  Business response

  05/05/2023

  Service Manager and ************** is in communication with the customer.   The customers car was only here for 20 mins before we learned it had major engine issues.   Car is on video surveillance,  and was never touched or tampered with as the customer alleges in her ******************** complaint.  

  The vehicle is no longer under warranty but our service manager talked to ************** and got 50% of the expense for repair covered for the customer.   Service manager and Service Advisor has been in contact with the customer on her remaining expense for the repair.  

  Waiting now on the customer to authorize the repair expense she will be responsible for.  

  Thanks...

   

  Customer response

  05/06/2023

  After being in shambles over being told that my engine was gone out I had no choice but to try to call ** to see what warrantys were left. I do not have a powertrain warranty it expired after ****** miles and they told me that they may be able to assist with paying the engine. Shortly after they contacted the dealership. ** informed the dealership that they would pay for half the engine which was $3900. And I had to pay the other half which was $3900. Even the representative at the ** thought that that was really excessive for ** to pay and also I was shocked as well. I consulted with an attorney yesterday and the attorney also was shocked the ** will be willing to pay for I have the engine and thought that that was a little strange and that it seem like there was more to the story with his dealershipAt this point they claimed to be able to fix my car within a week and they still stand on the fact that my engine was ruined and needed to be replaced. I actually went up to the dealership May 5th. I received a phone call from JR at the dealership and he asked me if I wanted to trade my car in. How convenient all of a sudden I need a new engine and theyre wanting me to trade my car in. Then JR proceeded to ask me if I put in a complaint at the Better Business Bureau. I told him normally the Better Business Bureau would have a corporate employee give me a call back and that I didnt have to speak to him regarding this matter. He proceeded to ask me after I told him I would just talk to him at the dealership about my issues. He continued  being very aggressive and pressuring me to answer the question over the phone. So much so I had to hang the phone up and He proceeded to call back to back while I was on the phone and I answered and told him that I would call him back or talk to him when I got to the dealership and he continue to ask me to answer the question and I had to make up an excuse just to get him off the phone with me because he was being so aggressive regarding the better business bureau complaint. When I got to the dealership I asked to see my car. Before they actually showed it to me I looked around the parking lot where the cars are I didnt see it until I went to the very end and I saw my car. I didnt see any other vehicle that look like mines on the parking lot except when I walked all the way to the end and I saw my car .they told me that the spark plug was completely gone out. They handed me a spark plug that was supposedly from my car and when I got to my car they told me that my car wouldnt start because the spark plug wasnt inside of the car so I did not bother to start the car up. Went to the back and I approve the work to be done to my car. Once again I was not give them a loaner car in the meantime so I went home to try to look for rentals to be able to make it to work next week.I left & went home. The dealership calls me May 6 in the morning and the owner ***** tells me that he had good news and that supposedly there was another Cruze the same make model and color as mine in the shop the same day and they switched the car keys and it was really another Cruze that needed the new engine and not mine and that it was all just one big misunderstanding after I already agreed to pay for the engine the day before. Now all of a sudden I have my car after I called the BBB,**,  the Attorney general, & the federal trade commission. what a bunch of coincidences in a matter of days. They need to be looked into ASAP and I need to be compensated for the time and money that *** lost over the last couple of days because my car was sitting at their shop supposedly needing an engine I need more done and I need to speak to someone higher up because the people at the shop are very aggressive and Im not comfortable anymore speaking to them. Also they come bad at me when I told them that nothing was wrong with my vehicle from the beginning and then my vehicles and running condition prior to bring it to them. They try to convince me that this spark plug that was burnt was mine.And they called me verify that my vehicle Indeed needed a new engine. I will be contacting that lawyer back to see what we can do going forward because this is absolutely ridiculous I have suffered so much devastation in these last couple of days thinking that I was going to be out over $4000. A routine brake flush turned into a nightmare and I still havent heard anything from the corporate level of ** regarding this matter and a prompt response will be warranted.

  Business response

  05/12/2023

  Service Manager and ************** is in communication with the customer.   The customers car was only here for 20 mins before we learned it had major engine issues.   Car is on video surveillance,  and was never touched or tampered with as the customer alleges in her ******************** complaint.  
  
  The vehicle is no longer under warranty but our service manager talked to ************** and got 50% of the expense for repair covered for the customer.   Service manager and Service Advisor has been in contact with the customer on her remaining expense for the repair.  
  
  Waiting now on the customer to authorize the repair expense she will be responsible for.  
  
  Thanks...
  
   

  Customer response

  05/15/2023

  I am rejecting this response because:   On may 6th they called me to tell me that there was some mix up in vehicles and that nothing was wrong with my car at all. And said it was a mix up with keys. This business is not being truthful. I am currently in communication with a lawyer because the dealership is not taking ownership of their mistake or possible intent to commit fraud in order to get me to trade my car in or get me to spend money. I have still have not heard from Gm corporate since this incident and this huge so called mix up caused me to miss important deadlines and caused me to spend extra money on other obligations because I expected to come out $4000 unexpectedly. This is a disgrace that no one bothers to reach out and youre responding on here as if everyone doesnt have my number! 

  Business response

  05/15/2023

   

  Ms, Camel,

   

  Thank You for taking the time to express your concerns.   First we are very sorry for the mix-up on the diagnosis of your vehicle.    There was two identical Silver ******************* in our service department, and the two tag numbers were the same numbers just in reverse. ( your car = 5920  /  twin car = **** ).  I can promise you this is a very rare situation when we would even have two twin cars on location like yours.   We obviously try very hard to do what is right and that is why we called you within 20 minutes of your cars first arrival when we thought we had motor issues, and then we invited you and your expert to the dealership for in person review.   At this point we all agree the car needed a motor but we all were looking at the spark plug from the other car like yours that was here for a review of its engine.   Note this review with your auto expect was on May the 5th Friday.   On  Saturday May 6th our motor tech went to your car and realized that every was looking at the wrong car and your motor was fine.   Service manager ( ************************* ) called that day on the 6th with ********** and explained the situation in detail.   ***** also did all your service work on Saturday at no cost to you.   Again we are very sorry for the inconvenience,  and we hope you forgive and allow ** to build a better relationship moving forward.   

   

  Thanks..

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in regards to the sales practices at this ********** and that they sold me a lemon.I purchased a 2012 Kia ******** with ******* miles on it for ****** April 15 2022 that is now needing a new engine after ****** mi. Car failed on 12/29/2022 while driving on the highway. I traveled to ***************** to visit my family for Christmas. I used insurance roadside to tow to local mechanic, they were unable to diagnose it. I paid $50 to tow it to a different mechanic who stated engine failure. Recall report they had made me aware that there was 1 open recall and would need to go to *** to get it fixed. There were actually 4 open recalls all engine related. They either left out the other pages or knowingly sold me a vehicle which engine problems. Recalls fixed at *** 4/22/22. Notified *** of the trouble with the car he sent me over to service I spoke with ***** and ***** who said I could submit a ************ claim for help up to $4,000 or go to *** because they can see open recalls and this is a known issue. the vehicle is currently at *** ********** in *********** ** because that is the nearest ********** per their direction. They found the rod bearings in the engine have worn causing complete engine failure and recommend engine replacement. Dealership not willing to purchase the car back or provided any solution other than buying a used one engine online or voluntarily repossess the car which affects my credit and I'll still owe on it.They are unwilling to buy it back after knowingly selling a vehicle with engine trouble. Dealership also added optional accessories charge of $499 for the items they needed to repair on the vehicle to make it sellable. Charged almost double the amount of the cars value. They were unable to fix the 2 cracks in the windshield unless I paid for it although I called it out prior to purchasing.They said they were already discounting the car a lot. Original price was over ****** which is way more than the cars value at that time.

  Business response

  01/23/2023

  Ania, Customer feedback is taken quite seriously at our dealership. In your case, we have gone to great lengths with continued and detailed communications to explain the importance of maintaining an aged vehicle prior to and after the purchase. To reiterate, when an older vehicle is sold, (such as your *** with a recorded ******* miles at the time of purchase in April 2022), customers are provided written disclaimers as well as knowledge of ownership responsibilities on the possible risks of such a purchase. In addition, we provide limited powertrain protection as long as ************************ are kept current and we encourage customers to continue with the ** policy.
  
  During our most recent conversation, we learned your vehicle is at a ********* dealership and you are faced with a decision based on their recommendations. Upon your return to *****, we are always open to inviting you back to the dealership regarding the aged ***. We assure you we value you as our customer and we remain available to continuing to share our knowledge and vehicle advice.
  
  
  

  Customer response

  01/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. You all knew it had a bad engine
  2. The car has been well maintained and you all have the record of the oils change and tire rotation I did in August
  3. The car had ******* miles on it when I drove off the lot
  4. Again you're punishing me for traveling to visit my family in Ky. The car is in TN because that is the closest Kia ********** which I went to based off the recommendation from ***** and ***** your service advisor.
  5. Are you going to help pay to tow it back to tx and what is bringing it back to the ********** going to solve. No one has answered that question. Are you buying it back when I bring it? Are you going to repair it? What are you going to do if the car is in **?
  Im not valued as a customer. I explained my experience prior to buying the car to ***** and you all still pushed me to buy a car will with bad engine. You left out all the recalls in the paperwork provided which may have been a determining factor to not buy a car with open recalls on the engine but you all failed to provide that.

  Business response

  01/25/2023

  *************** ***** is not responsible for towing or free repair of the used vehicle in question that was sold As-Is with ******* miles and operated correctly for over ****** miles after delivery.
  
  We are happy to review the situation when the customer travels back home to ****** with the car under her care and expense.
  
  We love helping customers by reducing the expense of repair with the pricing of parts and labor.
  
  When will the customer be returning to ****** with the car so we can schedule a technician to review the mechanical concern.

  Customer response

  02/07/2023

  I do not accept the response by the dealer. They knew they sold a vehicle with a bad engine. I will be filing a lawsuit

  Customer response

  02/09/2023

  This business sold me a used lemon. They will respond that they are willing to help but due to me being out of town they aren't willing to do anything. I drove home to visit my family and attend a funeral over the holidays when the rod bearings went out on a car that's only been driven ****** miles. *** car should drive more than that especially one the dealership claims was maintained. They lied about how many open recalls were on this vehicle and did not provide all paperwork to show this. They want me to drive back to ****** in a car that doesn't run. They knew the car wouldn't last but upsold a car with a bad engine. Stay away from this dealership and their practices.
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a C8, 1LT Corvette in November 2019 with Sam Pack Dealership. I still have not received my vehicle. I do understand that the order was delayed due to the current world situation; however, I know personally, several other people that placed Corvette orders (same make/model) have received their vehicles. I cannot understand why others, that placed orders after me, are able to get their vehicles. I have tried to speak with the dealership directly, but no resolution.

  Business response

  10/11/2022

  Business Response /* (1000, 5, 2022/08/09) */ I'm sorry but I need to better understand ******* *******'s concerns. We order his Corvette on X-XX-XXXX and that car was delivered to him 4-13-2022. There seems to be two other Corvette orders in different family members names ( Curtis ******** and ****** ******* ) We suggest that if his family member's have question about there personnel orders they need to visit with our sales manager James *******. James has also called ******* ******* to better understand his BBB complaint. Unfortunately all corvette have been severally delayed in production and the two remaining family member's corvette's are on restricted build at this time due to the Z51 build option they selected. I look forward to a response so we can understand what Mr *******'s personnel concern is. Consumer Response /* (3000, 7, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I, ****** *******, ordered my vehicle long before ******* ******* or ********. I chose this dealership because of a long standing sales relationship with Randy ******, at the time he was with *** **** dealership. For whatever reason, Randy was terminated. I placed a $1500 deposit to order the vehicle as well as lock in the price, and was told I would have my vehicle within 6months, yet to no avail. Last I heard, the price of the vehicle has increased by $2600! I sold my Z06 C7 series with the intentions that what I was told, was to be true and definite. Every attempt to speak with the sales manager leads to more blame shifted towards GM instead of actual dealership. I want my vehicle, my money has been there long enough. Business Response /* (4000, 9, 2022/08/11) */ ****** I'm very sorry for your frustration as a GM Dealer we share the same concern. The demand for the C8 Corvette is so much greater than GM can produce. I have confirmed that your order is in the GM system as order # BNZRRT. unfortunately I cant control pricing or speed of the order. If you would like to get your deposit back and stop the ordering process with us I'm happy to complete that request. If you want to stay with your order I'm happy to see if the Corvette would qualify for price protection with General Motors. There is a special form we submit to GM after the car is paid for and the customer takes delivery. Hope that helps. Thanks.... Consumer Response /* (4200, 11, 2022/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thus far, with the wait being as long as it has and with me wanting the vehicle, my choice will be to KEEP my order process in place as I initially set. Also, a special form was mentioned in regards to price protection, I would like to proceed with that process as well.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  12/2020 I paid a deposit and 3 other family members. I was told a salesman stole money and that delayed the process.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/30) */ I have been instructed by our Sales Manager James Cassels that he is in communication with Mr. ******* and he now has all the information that was requested on his order unit. James also was told by Mr. ******* that he would be removing this concern from the BBB now that he has the information requested. At this time Five Star Chevy views this as resolved. Thanks... Consumer Response /* (2000, 7, 2022/03/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩