ComplaintsforFoundation Auto Colorado

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a used car from them paying cash. My 60 tags were to expire and when I went to the *** to buy my plates they told me they had not received any documentation or title from the dealership' so I had to purchase another 30 temp tag. I drove to Foundation and was told my title was still "upstairs" and the clerk was on vacation till Sept 3rd. The manager told me my title would be sent out as soon as she got back. I called the *** today, 4 days after the clerk returned to see if my title was there and they said they didn't have any documentation from any dealer. I called Foundation and left the manager, **** *********, a voice mail asking why my title wasn't sent to the **** I have not heard back from him as of yet. It's been 2 and a half months since I bought the car and will be due to buy another temp tag! This is just ridiculous and I'm very frustrated.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2023 Buick Encore Gx on 5/24/2024.Paid cash. Still waiting on title work. Colorado law says submit paperwork within 30 days. It has been over 90 days. Colorado dmv has no record of transaction or title. Numerous calls to dealership have gone unanswered. Called the gm twice. No response. All we want to know is what is the holdup on getting the title so we can purchase tags

  Business response

  09/07/2024

  Title was overnighted to the County 9/5/2024. We apologize for the lack of communication on this matter.   

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint against Foundation Auto in ******************************** regarding an engine replacement performed by their service department in April 2021. Despite initially trusting their work, a recent and serious mechanical failure has revealed that the engine replacement was not performed correctly, leading to significant damage to my vehicle. The dealership has refused to take responsibility for the faulty workmanship, leaving me with the burden of repairing the vehicle at my own expense. - 2010 ****** grand vitara - VIN: js3td0d24a4100238 - Date of Engine Replacement: April 2021 Three years ago, the engine in my vehicle was replaced by the dealership under a manufacturer recall warranty. Recently, the bolts securing the power steering pump sheared off, leading to the breaking of the mounting boss on the engine block, which now requires the entire engine to be replaced again. I consulted an independent, qualified mechanic who inspected the damage. The mechanic concluded that the root cause of the failure was that the bolts were not torqued properly during the engine replacement. This is not a matter of warranty coverage, but of poor workmanship. I am seeking the following resolution:1. The dealership should take full responsibility for the improper workmanship that led to the failure and cover the full cost of replacing the engine, including labor and parts.2. Reimbursement of any costs incurred for the inspection and diagnosis of the issue.3. Assurance that proper quality control measures will be implemented to prevent such issues from recurring for other customers.This situation has caused me significant financial and emotional distress, and I believe the dealership should be held accountable for their actions. I trust that the BBB will help mediate this dispute and assist in reaching a fair resolution.Thank you for your attention to this matter.Sincerely, ***************** ************ 2010 ****** Grand Vitara VIN: js3td0d24a4100238

  Business response

  08/28/2024

  To Whom It May Concern,

  This message is in response to **************** concern regarding his 2010 ******************* (VIN *****************). The manufacturer, ******* issued a recall regarding an engine block crack. Foundation Chevrolet Cadillac (Medved Chevrolet Cadillac at the time) replaced the engine due to a cracked block. The work was performed on repair order ***** on 2/22/2021 with ******* miles. ****** has a guarantee of 12 months for the work performed and Foundation has a 12 month guarantee for ****** repairs. Unfortunately, the issue that **************** vehicle has occurred outside of this coverage. The evaluation from the independent shop states that the fault could possibly be a defective engine block as well. Our recommendation is to contact ****** to report the issue. Although we have changed computer systems, we are happy to supply any records that we have access to to help.

   

  Best Regards,

   

  *******************
  Service Manager
  ************

  Customer response

  08/28/2024

   
  Complaint: 22177224
  
  Dear BBB Representative,
  I am writing in response to the recent communication from Foundation Auto regarding my complaint about the improper engine replacement on my 2010 ****** grand vitara. I appreciate your assistance in this matter and would like to clarify why I believe the dealership should be held responsible for the engine failure.
  Summary of the Issue:
  Improper Torque of Bolts Leading to Failure:
  The engine in my vehicle was replaced by the dealership under a manufacturer recall warranty in 2021. Recently, the bolts securing the power steering pump sheared off, causing the mounting boss on the engine block to break. An independent mechanic inspected the damage and concluded that the bolts were not torqued properly during the initial installation. It is well-documented in automotive repair standards that improper torque can cause bolts to loosen or shear over time, leading to failures like the one experienced.
  Timeline of the Failure:
  The dealership has claimed that a casting defect in the mounting boss might have caused the failure. However, if there had been a casting defect, it would likely have manifested much sooner. The fact that the engine operated normally for approximately three years before this failure strongly suggests that the mounting boss was not defective from the start. Instead, it is more plausible that the improper torque of the bolts led to their gradual loosening or shearing, which subsequently caused the mounting boss to break.
  ********'s Report Findings:
  While the mechanic's report mentions a possible casting defect, it explicitly supports that the improper torque of the bolts is a more likely cause for their failure. The report aligns with standard mechanical understanding: improperly torqued bolts can gradually loosen and eventually shear, causing significant stress on connected components like the mounting boss. The dealerships argument that the bolts would have failed much earlier if improperly torqued does not account for the gradual loosening that can occur over an extended period.
  Professional and Technical Consensus:
  Most automotive professionals agree that if bolts are not properly torqued, they will eventually fail due to engine vibrations and other forces. The secondary failure of the mounting boss is consistent with the sequence of failures that typically occur when bolts are not secured correctly. Therefore, it is evident that the initial issue was with the bolts installation, not a defect in the engine block.
  Conclusion:
  Based on the mechanic's report, the timeline of events, and the technical reasoning, it is clear that the improper torque of the bolts during the engine installation by the dealership led to the subsequent damage to the mounting boss and engine. The dealerships refusal to accept responsibility for this failure and cover the repair costs is both unreasonable and unjust.
  I kindly request the BBB's assistance in mediating this dispute to achieve a fair resolution. I am seeking the dealership to cover the cost of a new engine replacement, including all related expenses, and to ensure proper quality control measures are in place to prevent future incidents.
  Thank you for your continued support and attention to this matter.
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Suburban Duramax from this dealership in July. I took it in for its first service at the beginning of November, during which service my car was damaged on three panels on the passenger side. (2 dents on each door and a scratch spanning from under the passenger front door to the rear wheel well.) I contacted their service department to inform them of the damage with hopes of quickly resolving the issue with the dealership. I was asked to provide photos of the damage, which I did the same day, and informed that they take pre-service pictures on every vehicle. Great. This should have been a quick resolution then. This service associate [***************************] followed up with me (when I initiated contact) two or three times, indicated that they were reviewing video footage to determine what happened, and then stopped responding after two or three correspondences. I then spoke with a manager [*****], who promised to follow up, but did not nor did he respond to my voicemails. After two individuals failing to respond, in mid-December, I was in contact with a service department manager [*****] who promised to follow up and call me back the following week. He did not. When I contacted him again, he indicated that there are only two individuals who can review video footage and he would follow up with me and get back to me the following week. He, again, did not. I left a voicemail on Tuesday, which as of today (Thursday 1/11/24) has not been returned. It has been over two months since this dealership damaged the brand new vehicle I purchased from them. They have not provided photos taken upon arrival, they have not offered any explanation or conclusion of the alleged ongoing investigation they claim to be conducting. Most telling, they do not follow up. Everything about this situation is unacceptable. It appears that I will have to escalate this through a third party to get proper accountability for the damage.

  Business response

  01/19/2024

  To Whom It May ******************* is our response to ******************** claim about her vehicle being damaged while in for service. The vehicle was very dirty when it was brought in for service. The check in pictures and camera footage do not show any damage on the vehicle but again, the vehicle was very dirty. The footage does not show anyone or anything rubbing against the passenger side of the vehicle while parked or while being serviced. The vehicle was washed after the service was complete and parked in the departure lane. We have not had any other complaints of the car wash damaging any other vehicles including our new inventory. Our car wash has maintenance performed regularly. When the car wash technician came out, we reported ******************** concern about the damage on her vehicle and showed them the pictures of the damage. It was their finding that the car wash could not have caused the damage that was claimed due to singular scratches and the pressure that would have been needed to make an imprint in the metal. Additionally, the footage shows that **************** performed a walk around of her vehicle before she departed and she did not report any damage in the eight minutes it took for her to drive away. It is our belief that the damage was caused elsewhere and we are not responsible for the damage. As far as the lack of communication, it was difficult for us to complete the investigation due to waiting on the car wash technician and the many team members that were out sick over the course of 3 weeks and we certainly apologize for that. We did receive ******************** voicemail requesting an update on the same day we received this complaint through the BBB so we chose to answer the BBB case. We are willing to have our body shop take a look and the vehicle and see if they are able to buff out the scratches at no charge to **************** as a goodwill gesture. If they cannot be buffed, the body shop can help her navigate making a claim against her insurance if she chooses.

  Respectfully,

  *******************
  Service Director
  Foundation Chevrolet Cadillac

  Customer response

  01/24/2024

   
  Complaint: 21134287
  I am rejecting this response because:

      Foundation has acknowledged that their intake in pictures and camera footage do not show damage to the vehicle upon arrival, and has offered up a dirty car to dismiss the reliability of their own documentation and intake procedures.  While it is true that the car was dirty to the typical degree of driving during snow melt (resulting from the major snowstorm that occurred less than a week prior), this is not a viable defense.  The dent to the front passenger door, in particular, is highly visible under any circumstances.  Foundations response ignores and downplays the severity of this damage.   
      To illustrate the magnitude of the front passenger door damage; the dent is located in a directly visible location, and is a deep, 3-inch wide, crease dent that is highly visible even with the presence of snow-melt related dirtiness.  This dent is visible on photos I have taken of the car in a similarly dirty state. Further, this dent is even more apparent to the naked eye, regardless of dirt.  I would like to remind Foundation that in addition to the intake photos, their standard intake procedures included a full walk-around visual inspection of the car by their technician (which I was present for and witnessed to have occurred).  The purpose of the standard upfront walk-around inspection is to explicitly identify and document pre-existing damage before accepting a vehicle for service.  It is not plausible that a dent of this size and nature would not be identified (either by photo or by the visual inspection of the technician) simply due to dirt and dissolved salt residue.   
      Because I inspect and monitor the exterior of this the vehicle on a constant basis, I already knew for a fact that this damage did not exist before the service appointment.  That Foundations own intake photos and inspection failed to document the sizable and apparent (even under dirty conditions) dent on the front passenger door not only confirms what I know personally about the state of the vehicle upon arrival, but is direct proof that the dent (and by extension the related smaller dent and connecting deep scratch along the full length of the doors and into the wheel well) did not exist when they took possession of the car. 
  
      Further,Foundations response includes various misleading inferences about my activities while it was parked in the departure lane.  They infer that I inspected the vehicle before departing, which is not true. They have also cited that I spent 8 minutes in that vicinity, but omitted that I spent the majority of this time inside the vehicle. 
      In reality, I spent likely less than a minute outside of the vehicle.  Any movement around the vehicle that they have interpreted as a walk-around would be related to storage of my work/laptop bag.  And in response to their misleading account of my activities in the departure area, I would like offer my recounting of events; I spent the entirety of the of the service appointment working remotely from my laptop in their waiting area.  The appointment fell on the busiest day of our financial close cycle, and I was entirely tied up with work throughout the appointment and thereafter.  Due to my preoccupation with wrapping up pressing work matters before committing to the hour-long drive home, it did not even occur to me to perform an inspection before leaving.  I performed no inspection of the vehicle on site, as Foundation has inferred, and my time spent outside of the car was very brief.  The first time that I performed and actual inspection of the car was upon completion of the direct drive to my home residence.
      Foundation need not take me at my word on this recounting of events, as it is documented and time stamped via the following:
  ** 3:10 pm Foundation texted notification that the vehicle was ready for pickup.
  ** 3:18 pm Chevrolet Smart Driver records confirms the begin of the return trip home.  This trip record is triggered when the car is started, and would closely correlate to the time in which I entered the vehicle. Bearing in mind that in the course of these 8 minutes, various actions took place before I even arrived in the departure area:  (1) I had to wrap up/save the work in progress, pack my laptop up, and make my way from the waiting area to the intake bay.  (2) At the intake bay, a discussion took place with the technician over the services performed, AND additionally I inquired of specifics about my extended warranty, which required the technician to actually look this data up in the computer.  (3) Retrieve the keys and exit the building to the departure zoneand once there store my laptop bag, enter the drivers seat,and start the vehicle.  Clearly, the amount of time I spent outside of my vehicle in the departure area would have been brief.
  ** 4:22 pm Chevrolet Smart Driver logs the end of the trip, confirms a direct trip from the Foundations location in Englewood to my home residence in SE Centennial spanning one hour and four minutes.  (Typical for weekday afternoon travel on I-70 and I-225.)
  ** 4:31 pm phone log of call with ******* at Foundation.  Id like to call attention to the fact that the damage was identified and communicated to Foundation personnel within 9 minutes of arriving home (consistent with my routine habit of inspecting the vehicle upon arriving home) so there was no delay or failure on my part to promptly notify Foundation of the damage sustained during the service appointment once I became aware of it.
  ** 4:37 pm timestamp of the photos/video of damage emailed to *******/Foundation the very same day.
      This documented chain of events also serves to disprove any potential claim Foundation might be entertaining that the damage occurred subsequent to the service visit.
  
      The fact remains that Foundations own intake inspection and photos confirm that no visible damage to the vehicle existed at the time they took possession.  The front door dent, due to its location, size and depth, would have been clearly visible both on intake photo and to the technician performing the intake inspection regardless of the car being dirty.  Foundations response attempting to dismiss their own intake records is invalid.  Finally,the time-logged text/phone/*****-driving-logs disproves the damage having occurred after the service appointment.
      The damage clearly took place while the car was in Foundations possession for service.  That Foundation, through their own internal investigation, was unsuccessful in identifying the specific cause of the damage does not prove that the damage did not occur during the service period,and does not release Foundation from responsibility for repairs.  On the other hand, the pre and post service documentation/evidence outlined herein confirms that the damages occurred at some while the vehicle was in Foundations possession, and Foundation ***** is liable for these damages.
  
      One other misrepresentation I would like to address, even though it has no bearing on the actual damage dispute, is Foundations claim that they responded to the BBB complaint rather than me directly because they received the voicemail on the same day as the BBB complaint.  The BBB complaint was filed on the evening of Thurs, Jan 11th.  The voicemail was left at 11:12 am on Tues,*** 9thmore than 48 hours before the BBB complaint filing.  This is also 9 weeks, 6 days, and several unanswered voicemails and emails subsequent to the damage event.
      I have been more than patient and accommodating. No amount of excuses regarding carwash technicians nor personnel outages can justify failing to respond and failing to expedite their investigation over a course of nearly ************************* this gives the clear appearance of avoidance.
  
      I am deeply disappointed at both the abysmal customer service and *********************** failure to take responsibility in what is a cut-and-dry case of damage to my car while in their possession/service.  I absolutely, vehemently, reject the businesss responseand intend to continue escalating and pursuing the matter until Foundation resolves it to my satisfaction.  The only solution from Foundation that I will accept is repair of the damage; either directly through their body shop at no cost to me or my insurance, or if they prefer, through monetary settlement equal to the cost of repairs as quoted by an independent body shop.

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

  Customer response

  01/26/2024

  After I had already submitted my 1/24/24 response to the dealership - I happened to come across some videos in my ******************* history that I had forgotten, and further discredits Foundation's response.  The first video is one I happened to take in their intake garage at the beginning of the service appointment.  Unfortunately it is from the driver's side, but it does show the state of the car upon arrival.  This video shows a couple key things that I'd like the dealer to be aware of in relation to the visibility of the car:  First in that the video footage show that the car was not heavily soiled.  It was mildly dirty, and thus a "very dirty" car response is even less plausible.  Second in that their intake garage area is very brightly and open space with clear garage doors allowing for a significant amount of light, as well as white walls, light concrete flooring, and several bright lights across the ceiling illuminating the space.  The conditions of the garage and the state of the car was extremely conducive to easy idenfication of the dent in dispute.

  The second video is of a polo I sent a friend at 3:19 while waiting on my staff to finish up a task before I could depart. The video spans 4 minutes, and clearly shows me inside the vehicle, thus further discrediting that some sort of extended inspection happened outside the vehicle before I departed.

  And since I'm writing this, I'd like to also call out that I misspoke in my previous communication about the dealership's location.  It is not in Englewood, it is in *********** (as confirmed by the ***** Smart Driver record).

  I would like the dealership to be made aware of the additional footage that exists that supports my rejection of their response.  

  Customer response

  01/31/2024

  Further updates regarding this dispute:
  (1) I sought review and cost estimate of the damage through independent body shop.  Confirmed front dent is not repairable by PDR due to its size and depth, shop owner referred to front dent as a bad one and confirmed opinion that it would have been visible on intake inspection despite dirtiness.  Also confirmed that the connecting scratches cannot be buffed out, and all three panels need to be repainted.  In total, quoted cost to repair the damage sustained during Foundations service is $ 3,002.42.
  (2) The car was taken to a separate Chevrolet dealership this week for tire rotation.  This dealership also performed intake walk-around inspection with photos.  The dent was noted during the inspection, and this dealership allowed me to view their intake photos.  The dent is confirmed by their staff and my viewing of the photos to be highly visible, and their staff even highlighted to me that this dent is clearly visible on one of the blurry/poor quality photos taken.  This personnel expressed that if the photo was that obvious on a poor quality photo, then there is not a scenario he could imagine where it wouldnt show up on Foundations pre-service inspection and photos.
  These independent consultations further confirm what I stated in my response, and further illustrates that this damage was not present on the vehicle at the time Foundation took possession.  
  
  The body shop also quoted that it would take one week to perform the quoted repairs.  In addition to the damage, Foundation would be responsible for a replacement vehicle during repairs.  The cost to rent a like-kind vehicle for 7 days is quoted by Enterprise at $1,499.46.  In total, Foundation will be held responsible for the roughly $4.5k in repairs plus rental costs should they fail to resolve this issue to my satisfaction directly through their shop and resources.

  Customer response

  02/12/2024

  As requested, attempted to include various photos/videos/support as follows.  Please note that due to size and max ****** restrictions on uploads, it is impossible to provide the videos or robust documentation directly through the side.  Included in uploads are:
  (1) The requested estimate for damages from independent repair shop.
  (2) Word document with photos of the damage when the car is both dirty and clean, as well as ****** drive link where both photos and videos can be viewed.  *********** drive and related link is private and is not to be shared outside of the BBB.
  (3) PDF of screengrabs for appointment notifications/drive logs/call logs.

  Customer response

  02/27/2024

   
  Complaint: 21134287
  
  I am rejecting this response because:

  Reasons previously outlined.

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

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 vehicles in the past 3 months from this company. One **** Silverado **** High Country Diesel about $100k out the door. One 2022 Buick Enclave Premium about $44k if I rememberit included a trade in. The diesel is broken with bad ECM after about 7k miles. ** eta available.I heard maybe May.I tried to deal with *****, my original salesperson, who is great.. and *****, the sales manager, who is a tool. Thought maybe a trade in would be quickest. They completely low balled me for my broken truck and would not even try to help. Said for $20k, we can get you in another truck. An insult. They sold me a bad truck and wont help me. I planned on buying more vehicles for many reasons but have zero incentive to deal with Foundation. In my business, I must stand behind my trade, sometimes take it on the chin to win. Foundation management I have dealt with, basically says Your problem. ***** literally said, I cant have a broken truck on my lot for 5 months.. What the heck am I supposed to do with a broken truck for 5 months???? You sold me something that isnt working..it is a work truck..I have since reached out to GM to see what they will do. They started something. But now waiting on Foundation to send them info from my understanding. They provided me with an SUV rental while they are fixing the **** but I just received a call saying it is due back. This is getting worse.

  Business response

  01/10/2024

  Our Service Director ***** has been in contact with the consumer. The part for his truck is on order and we will get repairs completed once the part arrives. The courtesy transportation vehicle has been extended as well as we wait for parts to arrive.

  Customer response

  01/17/2024

  Hi. Sorry I missed the other email. 

   

  Thia issue has not been resolved. I finally have contact from the management.... But nothing has been fixed yet. Still without a truck for over a month. 

  Waiting on some solution but I do not know how long it will take. 

  Customer response

  02/28/2024

  The company replaced my truck. I had to pay roughly 5% of the vehicles cost, close to $5k plus the new vehicle had a few upgrades. Total out of pocket was about$9k. 

   

  I cannot say I am happy with this, but I have a vehicle that maybe does not have ongoing issues. We will see..... It has low miles compared to when the other one messed up. 

  Business response

  02/28/2024

  On January 29th 2024 **************** purchased a New Truck from Foundation Chevrolet. We took in on trade the truck he was not satisficed with this issue has been resolved.   

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle June 17, 2023 and Foundation Chevrolet attached 3 dealership contracts that totaled to $6298.00. They refunded 1 for $3299.00 after months of being fooled around and lied too by *********************. Foundation Chevrolet still owes me $2999.00 in which I have requested the refund multiple times via phone and email from Corporate as well as the General Manager. They all continue to evade me. During a phone call in October with the General Manager; ********************* agreed to refund all 3 contracts and has yet to hold up to his word. The contracts are as folllows. 1 ) ELO GPS - which I was told the Dealership is responsible in refunding me if I do not want to activate it. I have never activated this service. 2 ) Interior/Exterior conditioning contract that binds me to the Dealership for repairs like scratches, holes in the seats etc. I do not wish to be bound to this Dealership for anything. Also, Foundation Chevrolet has no manpower or body shop to hold up their end of this in house contract. Also, I have asked several employees at Foundation Chevrolet what that contract is and 5 employees were unable to answer me because they simply did not know. Foundation Chevrolet financed all 3 of these contracts and I paid a lot in taxes and registration fees. Id appreciate the taxes also being refunded to me. ********************* told his sales Manager ***** to relay to me that I can do lot work to pay for these contracts. Im a customer and that was extremely degrading and very unprofessional more so coming from a GM and a sales Manager. I would like the full refund of $2999.00 plus taxes sent to me immediately considering they took 5 months to refund the extended warranty to my financial institution and kept lying to me that it was lost. They then blamed the credit Union for losing it which was untrue. This dealership has caused me alot of financial stress, anxiety, pain, suffering and has exacerbated my health issues. The vehicle they sold me has the following issues; Front/Back Windshield scratches in the glass, Scratches in the Body, Interior damage, Rattling trunk from a loose spoiler and the Steering wheel crackles. This is a 2023 Chevrolet Malibu that they sold to me as NEW. All these issues should not be happening with this NEW vehicle. I feel violated and I was treated poorly by Foundation Chevrolet. The reputation they hold is very concerning as are the reviews from other customers. I have tried to sell this vehicle back to them and they never got back to me after they said they would. They lied and said they did call me but my phone records indicate otherwise. I have even tried asking this dealership to switch the vehicle out after all the issues but they ignore that option as well. Either way, I am due the refunded amount of $2999.00 and Id like that sent to me ASAP. I plan to rid myself of this vehicle when possible BUT the $2999.00 is holding me back. This has gone on since July 2023 and Im done being patient with the whole situation. This is BAD FAITH & BAD BUSINESS PRACTICES. I have tried to meet them halfway but they refuse to budge. This is not the way they should treat any customer that presents to their dealership to buy a car. We as customers trust them to be professional and trustworthy but after the transaction is done, we as customers find out all the dirt that has been done. I want my refund of $2999.00 and I want all the damage on the vehicle fixed.

  Business response

  11/22/2023

  This is the email sent to the customer with supporting documentation on the products that are non canceling. The customer has also complained to the department of motor vehicle and an inspector has closed the case and after warranty refund was sent to bank . No other money is due to customer . All parts that could be considered factory defect are in store or waiting for delivery due to GM strike. The customer has said she will keep calling until this is handled . We have satisfied all complaints, orders parts and emailed customer. She has sent emails and called never acknowledging the email sent and the reference material included . 

   

  **********, *************** to your email to ******, he is not involved in the day-to-day operations at my store.  I wanted to address some of your concerns stated in that email. Although we were able to refund the warranty cost back to the bank, we are unable to refund the *** and Interior/Exterior products. I have attached your contract and highlighted the areas on the contracts that pertain to cancelation. As to your complaint about service, The windshield, window, and interior panel have all been ordered after your visit on October 5th. The interior panel is at the store now, but they are waiting on the windshield and window ( the delay is probably due to the recent strike at **************** As soon as the parts all arrive, service will contact you for install. As to the "work on the lot" comment, when you initially stated the car was going to be a financial burden because your son had lost his job, we actually were offering him a job. At the time we had a lot tech position open and where inquiring if he would like to apply. I am sorry if this was misconstrued in any way. At no time were we trying disrespect you. 
  
  
  *********************
  General Manager 
  Foundation Chevrolet Cadillac
  ************ ext.
  

  
  
  

  
  

  Customer response

  11/22/2023

   
  Complaint: 20906123
  
  I am rejecting this response because:

  I have never received said email from **************** or his counterparts. This is another fabrication of his because he is unable to step up responsibly and take accountability. I know several General Managers and they do not act like this! The *** GPS can certainly be refunded as per the company!! I forwarded the email to ********************* and ******!  It is ***** responsibility to refund me but out of his arrogance and desperation to be right, he chooses not to! As far as offering my son a job, that is a blatant lie. The comment was made towards me during a conversation with me - not my son.  Im the customer, not my son!  The vehicle belongs to me, not my son! As far as the ********** of ******** I sure did report ********************* and he got a warning letter that hes ashamed to comment about. Regardless of the extended warranty, Im still owed for the other 2 contracts that they cannot fulfill! Certainly **************** can refund the contracts but he chooses not to because he likes to act childish. Other dealerships have said, he must refund the contracts as good faith effort! My experience with **** on the phone is that hes not interested in helping after he filled his pockets. He gave me 8 minutes of his time, certainly that is not enough for anyone to get anything corrected so I went to ********** of ******* to assist. As far as me not being able to afford the car, that is extremely untrue. The car has been paid and never once late but that is not *********************** business as he is only a salesman! What **** is totally incapable of comprehending is that Im not interested in his bogus contracts. He dances around to avoid accountability! I purchased what I thought was a new car!  Its been nothing but a problem all the way around. As far as the parts being at the dealership, well thats news to me! I wonder when they were going to let me know such a thing. There has not been one form of communication received from *********************! No emails, no phone calls, no voicemails. These statements are all fabricated information on his part!  Yes, I left a voicemail last week that I would continue to call him, its my right as a customer when Im owed money and repairs. They would do the same and Im sure they do! This dealership made 35k off of me for a 20k vehicle! Im second hand embarrassed for ********************* and his morals as a person and General Manager. That tells us all the truth about his success as a GM. This dealership is known as not good people by other dealerships and customers.  They have failed to fill the shoes of Mr. ********************** and customer satisfaction. The reviews that I have read about ********************* doing this very thing to others are pretty bad! Theyre all over the internet in several websites. 

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

  Customer response

  12/05/2023

  Hello, it appears that ********************* is not going to make things right! I searched my emails, phone logs, voicemails and texts ~ Ive nothing from ********************* at all!  **** used your platform to create the email that he claims he sent me.  We all know that an original email can certainly be forwarded, so I challenge ********************* to forward the email he claims he sent me and accuses me of not acknowledging.  If he says he deleted the email, well its recoverable! I have years of experience in IT and ALL things are recoverable.  Please ask **** to FORWARD the email. Also, GM is not on strike nor has **** called me to set up repairs. ********************* evades his responsibilities to his customers!  I still have a faulty vehicle, Im still owed $2999.00 plus taxes!  I also took precautions in securing my financial account at ENT since ********************* has connection to that ************ ENT is the credit Union he financed me thru!! ********************* has no business calling for information on my account at ENT and my account is heavily noted at that institution! 
  
  ********************* is unable to apologize to his customers for all hes done to us! He has no dignity or integrity and thats why he goes silent! 

  ********************* underhandedly charges customers for contracts HE CANNOT FULFILL which is illegal!

  ********************* also refuses to refund taxes which is also illegal! 

  ********************* refuses to refund customers for these contracts because he simply doesnt care enough to be honest about anything! 

  This dealership also fooled my family member around terribly while under ********************* as GM. This is ongoing and it needs to stop!  
  

  If ********************* can find it in his soul to come to an agreement, then I will settle for the *** *** refund of $1499.00 plus taxes. 
  I refuse to have this service because its invasive, dangerous and I simply do not want anyone tracking where I am!! 
  

  As far as the interior/exterior contract of $1499.00, ********************* has no manpower to honor that type of contract and I have sent that information to the proper entities. 
  

  For now, I would appreciate the $1499.00 + taxes *** *** Refund sent directly to me!!  I would also like a copy of that check sent to BBB for proof that he fulfills this request.   
  I have the copy of the check from the warranty refund and it was dated 10/30/2023 by some other then *********************.  I bring that up because ********************* said he personally signed that check in September and that it was sent in.  From the proof I received, he never signed a check nor did he send one until I got **** of ******* involved!!  ********************* got a warning from ********** of ******* and I have a copy of that letter. 
  

  As mentioned above, for my safety - I want the *** *** refunded with taxes and mailed DIRECTLY TO ME and proof of the check emailed to me and the BBB at the time its mailed.  ********************* takes pride in saying he did something when he doesnt do it at all.  Fabricated stories are not a good look and its BAD FAITH!  Whomever owns Foundation Chevrolet should really rethink who they have as a General Manager unless this is what they stand for.  It takes a certain type of person to fulfill this type of role. 
  WE AS CUSTOMERS DESERVE BETTER!! 
  

  I asked to switch out the car - *************** that option.

  I asked for my refund- **** says ok on the 8 minute phone call in October but then refuses later by fabricating another lie to BBB. 
  

  I asked for repairs - **** says GM is on strike and his team said they have no body shop for said repairs. 
  

  I asked **** to buy the car back - **** never contacted me with a quote even though he says he did! 

  I have tried to come to a mutual agreement many of times but **** refuses to assist in any manner. 
  

  I read a review/complaint where **** told this customer to bring their vehicle to get repaired and when the customer showed up, **** told that customer he dont want their business and to leave.  This is a dangerous game that **** plays and this is why I do not want to be tied to him or Foundation!  

  Thank you Kindly,

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

  Business response

  12/06/2023

  As can be seen by the attachments both the *** and Interior/Exterior Products are non-cancellable or non-refundable products. These products are put on every new and pre owned vehicle before sale and are activated at time of purchase. The contracts stating this fact were signed by the client. The parts for the repairs that were agreed upon are in process and the client will be made aware when all of the parts are in stock and ready for installation. Per the email sent on Monday, November 20, 2023 10:01 AM which is attached and stated the parts were ordered October 5th. 

  To clarify on the cancellation of the *** and Interior/Exterior Products it is not up to the manufacture if the products are cancellable or not. That choice is up to the dealer and our contract states that these products are non-cancellable and non-refundable (see attachment).

  Customer response

  12/14/2023

  I specifically asked that the email be FORWARDED to me!!  I did not ask for a screenshot.  Screenshots can be altered to fit ones bogus narrative. Absolutely nobody has contacted me about the repairs on the vehicle except *************** Foundation has not made one attempt to contact me regardless! None of what ********************* or his cohorts spew, sticks! I will continue to work with *************** ********** of ******* and other ******************* regarding what is happening at Foundation Chevrolet so that the next innocent person doesnt get spun up in this nightmare of a situation! At this point, its comical! ********************* has no dignity and $1499.00 means more to him then his true character as a General Manager  I do have to say that not even a used car lot on colfax is that desperate for money.  Thank you BBB for your platform of attempting mediation. I do know that the previous General Manager has refunded customers for these products. I also know previous employees of Foundation and Ive read the reviews that have said the same! **** chooses to act as he does!  I WILL ONCE AGAIN SAY THAT FOUNDATION CHEVROLET HAS NO BODY SHOP OR MANPOWER TO FULFILL THE INTERIOR/EXTERIOR CONTRACT THEY FORCE ON CUSTOMERS!!  That is BAD FAITH AND TERRIBLE SALESMANSHIP!! 
  
  

   

  Business response

  01/10/2024

  After speaking with the BBB today this will be our last response. We have tried to forward the email and the email address that we have on file kicked the email back. We can provide a screenshot but due to the fact that other screenshots have been disregarded there is no need to do so. We have done everything we can to answer this consumer complaints and have provided the information necessary to show that we are well within our rights. The Colorado ********** of ******* has review this matter as well and we have been cleared of any wrong doing.  Due to the personal attacks and lack of meaningful communications on the consumer's part we are treating this matter as closed. 

  Customer response

  01/10/2024

   
  Complaint: 20906123
  
  I am rejecting this response because:

  AS STATED PREVIOUSLY, I HAVE TAKEN ALTERNATE AVENUES REGARDING THIS SITUATION!! 

  ALSO, ABSOLUTELY NOTHING HAS BEEN DONE TO FULFILL MY COMPLAINTS NOR HAS SERVICE BEEN DONE!!  REGARDLESS OF WHAT **** SAYS ~~~ HIS REVIEWS IN A WHOLE, SPEAK FOR WHO HE IS AND WHAT HE DOES TO INNOCENT PEOPLE!! 

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

  Customer response

  01/16/2024

  Emails do not kick back!! Foundation is a big company with many associate email accounts that could have been used to contact me. Not to mention personal email accounts that he can use. ********************* is making up excuses as he has since June 2023. I reported the car issues in July, he gave me an appointment on October 5 and has wasted time ever since by making excuses!! GM IS NOT ON STRIKE!! 
  I get a lot of emails daily from everyone else with absolutely no issues. ********************* is not holding up to his contract that he charged me for!!  There are multiple ways of communication that ********************* can try since he says his email gets kicked back.  
  He can text me, call me or he can email me from his colleagues emails. ********************* can also use **** ~ they still exist. What ********************* is doing is wasting time so that he dont have to fix the car he sold me.  He made a lot of money off of me and is pushing time by making excuses.  If you notice, he waits for about 3 weeks to a month to respond.  Hes playing games. 
  ********************* HAS MADE NO ATTEMPT TO FULFILL HUS END IF THE CONTRACT THAT HE CHARGED ME FOR!! ********************* HAS MADE NO ATTEMPTS IN CONTACTING ME NO MATTER TGE EXCUSES HE MAKES!! ********************* SOLD ME A DAMAGED CAR THAT HE REFUSES TO FIX. ********************* CHARGED ME FIR CONTRACTS HE CANNOT FULFILL!! ********************* SOLD ME A 2023 MALIBU TGAF STARTED AT $26095.00 AND ADDED HIS BOGUS CONTRACTS UNDER MY NOSE THAT BROUGHT THAT CAR TO NEARLY 36K!! ********************* REFUSES TO COME TO A RESOLUTION WITH ME.  I HAVE ASKED ********************* TO REFUND ******* FIR TGE CONTRACT HE CANNOT FULFILL AND HE REFUSES!!  BASICALLY HE EONT DO TGE REPAIRS NOR WILL HE REFUND ME!  I THINK MY OFFER OF RESOLUTION IS MORE THEN FAIR!!  HE AKSO TRUES TO SAY HES CLOSING THIS BBB COMPLAINT BECAUSE HE REFUSES ACCOUNTABILITY!  I MADE THE COMPLAINT AND IM NIT SATISFIED WITH HIS RESPONSES.  HE MADE 10K OFF OF ME, THE LEAST HE CAN DO IS REFUND ME $******* PLUS TAXES.  THANK YOU BBB

  Customer response

  01/16/2024

  Emails do not kick back!! Foundation is a big company with many associate email accounts that could have been used to contact me. Not to mention personal email accounts that he can use. ********************* is making up excuses as he has since June 2023. I reported the car issues in July, he gave me an appointment on October 5 and has wasted time ever since by making excuses!! GM IS NOT ON STRIKE!! 
  I get a lot of emails daily from everyone else with absolutely no issues. ********************* is not holding up to his contract that he charged me for!!  There are multiple ways of communication that ********************* can try since he says his email gets kicked back.  
  He can text me, call me or he can email me from his colleagues emails. ********************* can also use **** ~ they still exist. What ********************* is doing is wasting time so that he dont have to fix the car he sold me.  He made a lot of money off of me and is pushing time by making excuses.  If you notice, he waits for about 3 weeks to a month to respond.  Hes playing games. 
  ********************* HAS MADE NO ATTEMPT TO FULFILL HUS END IF THE CONTRACT THAT HE CHARGED ME FOR!! ********************* HAS MADE NO ATTEMPTS IN CONTACTING ME NO MATTER TGE EXCUSES HE MAKES!! ********************* SOLD ME A DAMAGED CAR THAT HE REFUSES TO FIX. ********************* CHARGED ME FIR CONTRACTS HE CANNOT FULFILL!! ********************* SOLD ME A 2023 MALIBU TGAF STARTED AT $26095.00 AND ADDED HIS BOGUS CONTRACTS UNDER MY NOSE THAT BROUGHT THAT CAR TO NEARLY 36K!! ********************* REFUSES TO COME TO A RESOLUTION WITH ME.  I HAVE ASKED ********************* TO REFUND ******* FIR TGE CONTRACT HE CANNOT FULFILL AND HE REFUSES!!  BASICALLY HE EONT DO TGE REPAIRS NOR WILL HE REFUND ME!  I THINK MY OFFER OF RESOLUTION IS MORE THEN FAIR!!  HE AKSO TRUES TO SAY HES CLOSING THIS BBB COMPLAINT BECAUSE HE REFUSES ACCOUNTABILITY!  I MADE THE COMPLAINT AND IM NIT SATISFIED WITH HIS RESPONSES.  HE MADE 10K OFF OF ME, THE LEAST HE CAN DO IS REFUND ME $******* PLUS TAXES.  THANK YOU BBB

  Customer response

  01/16/2024

  Heres another email for ********************* or his counterparts to Forward the original email he claims he sent and for future contact since he expresses his difficulties with the yahoo address! >> *****************
  He has my phone number for contact and he also has my address!! 
  theres no such thing as not being able to communicate these days! He can even use ******** messenger.  Hundreds of ways for communication.  
  Hopefully he is experienced in the copy & paste function for the email so he dont enter it incorrectly and experience more difficulties!! 
  *****************  (the o after the 8 is not a zero) 

   

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 15, 2023, we sold our 2017 Jeep Wrangler to Foundation Auto (FA) ****** **, for $18,000. We purchased a car, a title loan was to be paid off, the balance, $1,800, was to be mailed to our destination upon FA completing the required actions on their end. FA received the title release from the lien holder but they DID NOT complete their required actions because they didnt know what state it was registered in. Really? An established car dealer doesnt know how? or even where to look? to obtain a title? TRY LOOKING IN THE ***** IN WHICH BOTH OF OUR DRIVERS LICENSES ARE FROM. Call the lien holder? Took me 10 min. They DID NOTHING. The paperwork just sat there until we called to find out what was going on. They did not give a single VALID reason for the CONTINUED delay. I was absolutely FURIOUS at how much they just dont care. IT HAS BEEN TWO MONTHS, and they were quite annoyed with me? for wanting to know EXACTLY where our food and living arrangement money is? We just relocated and this money is EVERYTHING WE HAVE AND WAS TO LIVE ON UNTIL WE ARE SETTLED! Now we have to wait again. For WEEKS!Nope, dont care. Not a single remorseful or caring tone. Stop calling and annoying me is what came across CLEARLY.Because of their BLATANT INCOMPETENCE, NONCHALANT, COMPLETELY UNSYMPATHETIC AND UNCARING ATTITUDES, TO WHAT THEY HAVE DONE TO US. TO THE SITUATION THEY PUT US IN - AND ARE LEAVING US IN, we are now being forced to wait WEEKS for them to get the title from the other state, even though it has FA AS THE ***** HOLDERS information on it, NOT OURS, until they get the title in their hands? This situation is HORRIBLE * FOR US * WE ARE THE VICTIMS OF THEIR INCOMPETENCE AND THEYRE ANNOYED??? THEY ABSOLUTELY REFUSE TO MAKE AN EXCEPTION TO SEND US OUR MONEY, EVEN THOUGH - THIS IS NOT OUR FAULT. THIS IS DUE TO THEIR OWN INCOMPETENCE. THERE WAS ABSOLUTELY NO ACTION REQUIRED ON OUR PART TO RESOLVE THEIR ISSUES THEY HAVE OUR JEEP THEY HAVE OUR MONEY

  Business response

  10/10/2023

  The customers traded in a vehicle with a lien still active. We sent lien payoff right away and received a lien release from her bank. Her bank then sent the title to one of states she had on file at the bank. The title is now in ******** and being processed to be sent to dealership. We overnighted everything ******** needed, but now need to wait on them ( they state they do not overnight docs). The customer is due a check for the trade difference. It was explained at time of sale that we could not provide that check until we had title due to store policy. The customer understood and agreed to the sale. Although it is unfortunate her bank sent title wrong place we have done everything to speed up process. I have even agreed to **** policy and cut check when ******** can confirm the title is in route to our address. At no time has the dealership not tried to help the customer or explain the situation.  

  Customer response

  11/17/2023

  It has now been over THREE MONTHS! We still don't have our title and can't tag our car!!!! We are driving around with DEAD TAGS BECAUSE WE CANNOT TAG IT! PLEASE TAKE CARE OF THIS FOUNDATION!

  Business response

  12/04/2023

  Title was mailed 12/01/2023. Customer should have title in mail today or tomorrow. Complications with release were due to the payoff bank. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2019 **** Edge from Foundational Chevrolet. They said the car has been inspected and everything that needs to be replaced have been replaced.Then found out about the following issues. - Bad Battery - Old Cabin Air Filer that has not been replaced

  Business response

  09/19/2023

  We have reached out to the customer and agreed to put in new battery and filter. Customer is ok with resolve. Please let us know if you need any other information.

  Business response

  09/29/2023

  Customers battery and air cabin filter have been replaced. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  t's been a while but I have an issue I was hoping you can help me with. On Sept 21st I dropped my XT5 off at Foundation Cadillac for an oil change and 90,000-mile inspection. The next day I was contacted by ******************* the service agent and he said that there were other issues that needed to be addressed on top of my regular service and my oil change. When he explained the repairs I looked into my Forever Warranty and concluded it does indeed cover transmission and engine part replacements issues. and other drive-train concerns. When I reminded **** that I had the forever warranty he said he will look into it and get back to me. So Friday 9/30/2022 I reached out to **** via text and asked what was going on with my vehicle and he never responded I sent another text at approx 530 and again no response. On Monday, Oct 3rd He finally replied I am working on the warranty stuff now. I never heard back from him as I assumed he was getting my vehicle up and running. On Oct 6th I reached out to **** asking when I will get,y car back and t get back to m. He then stated that He should have the final word today. As of 10/12/22, he has not given me any answers as far as my vehicle is concerned. Not to mention I am in a rental car that **** called in for me from Enterprise and it is not comparable to my XT5 at all. I had to put it on my credit card and **** is supposed to reimburse me. It is actually the second car I had to pick up because the first one was a small tiny ***** clown car. I feel like I should be in an SUV or a Cadillac because that is what I drive daily. I feel like **** is blowing me off and not being straightforward with me about anything at this point. I don't think he really cares much about getting me my vehicle back but It is extremely important to me because I have fibromyalgia and comfort is why I choose to drive a Cadillac. I reach out to **** and he does not reply and said nothing to reassure me about my repairs.

  Business response

  10/19/2022

  We apologize for any inconvenience we have caused this customer.  (1) We do intend to reimburse the customer for all costs associated with the rental car; (2) at this time we are putting a Cadillac into service for her use; (3) parts have been ordered to repair her vehicle and we will try to expedite this repair.  Thanks for bringing this to our attention.  ***********************

  Customer response

  10/22/2022

   
  Complaint: 18220736
  
  I am rejecting this response because:I have continuously been lied to about the repais and the condition of my car. I am getting diagnostic reports stating that my transmission is good and the dealerships is saying that that *** have to condem my transmission so Either the diagnostic report that is being sent to me is incorrect or they are lying to me. by whoever because I don't even know why is text messaging me.  Its is scary because the someone is sending faulty diagnostics reports and I have copies and text and email about everything who should I send them to for review. I was only given a cadillac yesterday after I was only offered it on Wednesday the 19th.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/1/22 I took my SUV to Castle Rock Chevrolet for its second oil change. I dropped the vehicle off for the day and when I returned to the dealership to pick up my SUV, I noticed it had been involved in an accident on the drivers side. I immediately notified ****************, Service Advisor, and he had no clue what happened. Service at this point had already gone home and the Sales Manager took photos of the damage. The next morning on 6/2/22 ****, a Manager, from the dealership called me and asked me to go get an estimate from a body shop which I did. Later the next day they determined that ***********************, an employee from their **************** had run into the side of the vehicle while it was parked on the side of the building waiting for Service. I drove to the dealership and was then immediately told by ****, the Manager that We are not responsible for loss, theft, or damage while your vehicle is left here. ***********************, their employee, has admitted he is responsible for running into my SUV, Police were called to the dealership and a police report was filed.The dealership has been unresponsive to requests for their insurance information so I can get my vehicle fixed. I have been left with $6,645 of damages to the drivers side of my SUV and have been driving around for over three months with the damage. The dealership needs to either provide their insurance information so I can file a claim or pay to fix my SUV, provide a loaner, etc.

  Business response

  09/09/2022

  We had *********************** who is our employee reach out and give *************** the claim number. The employee hit his car while driving his personal vehicle onto the lot. He started a claim on June 2 and has an open claim for the repair for ***************. He had reached out to our insurance but our insurance will not cover the damages as it was not one of our vehicles. *************** has reached out and we will make sure there is communication so *************** can have his car fixed. Thanks

  Customer response

  09/14/2022

   
  Better Business Bureau:
  

  ***** was able to get his insurance re-involved. The claims adjuster that was assigned to my case is no longer with Safeco.

  I was able to speak to the claims manager and they determined that my vehicle was never properly assessed and my case was not handled appropriately.

  I would have greatly appreciated assistance from the dealership to get this resolved within their company, but I am grateful a new adjuster has been assigned that has promised to get my vehicle fixed.

  Without the BBB, this may have never occurred. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩