ComplaintsforTaylor Grubaugh Chevrolet-Buick-GMC, LLC

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/30/23, I bought a brand new 2023 ********* trailblazer. Trade in was a 39,000$ Chevy truck. About 3-4,000 went to the vehicle because of owed balance on truck. I got the extended warranty on the vehicle because ***** made it seem like I HAD to. It added 100$ extra a month. The next day I felt sick about this extra add on so I called and canceled it. They would not redo any paper and said that they could not. They have still not sent proof that they have. I went to get my registration for my vehicle almost three weeks later. I had to pay close to 300$ for this. About 258$ of it was taxes on the warranty that I canceled within less than 24 hours of buying the vehicle. I had asked the revenue office if there was something I could do as I didn’t get the warranty that I paid taxes on and they said to go to the dealership. I spoke with Dave and he said he would get back to me and never did. I called and they told me over and over that ***** was too busy and he would call me back and he never did. They have been avoiding me and ignoring me knowing it’s hard for me to come down there living almost an 1.5 hours away. They are supposed to reimburse this money I paid. Instead they have ignored me.

  Business response

  10/11/2023

  Mrs. ******** did indeed come to our dealership on Tuesday August 29th and purchased a 2023 ********* Trailblazer while trading in her 2021 ********* Silverado 1500. At the time of purchase she was offered a vehicle service contract and *** insurance as well as some other protection plans, as is policy on every vehicle sold as required by law. At such time she decided to purchase a vehicle service contract and *** insurance, the cost of which was rolled into the loan. The following day, August 30th, she called back and requested that the vehicle service contract and *** insurance be canceled. As requested I did cancel her both the service contract and *** insurance. At which time I explained that the cancellation proceeds will go to the lender as is required when there is a lien on the vehicle. She then contacted the dealership at a later date concerned about the sales tax that she had to pay to Arkansas for the protection packages that she purchased at time of sale, but later canceled. It was explained to her at that time that the sales tax in Arkansas is not something that can be controlled by the dealership. We have been in contact about the situation multiple times, but unfortunately, the signed contract cannot be amended once it has been received by the lender.

  Customer response

  10/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  I was told by the revenue office to get my money for the taxes on the warranty from the dealership themselves. I am being charged interest every single day because the dealership has yet to send ***** bank that money for the cancelled warranty as well. I have proof on my account that that money was not received. As well as the fact I have not been sent proof of cancellation over the warranty as I requested and was told I would. This business is completely unprofessional in their ignoring of my calls and to further help with this situation instead of making it more unbearable.
  
  
  Sincerely,
  
  ******** ********

  Business response

  11/07/2023

  From the BUSINESS:

  Sent 11/6/2023 11:42:33 AM

  On 10/12/23 ***** *******, finance manager, spoke with the customer. The customer made us aware that the cancellation had not been applied to the loan as of this date. We researched the issue with the warranty company and cut a check to ***** Auto that day. A picture of the check was sent to the customer to show them we had prepared it and were going to get it in the mail.  We mailed it that day. As of today ***** has applied the payment to the account. 

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a GMC pickup with an extended warranty from ****** ********. i traded that pickup about 6 Months later and asked for a refund on the remainder of the warranty. The pickup had 66669 miles on it when i bought it and 86102 when I traded it. I gave **** **** at ****** ******** the needed paperwork for the refund on December 9th. on december 23 I received a letter from the warranty about the refund stating that the ending mileage was 99192. we used 19440 or 24% of the warranty. 99192 is 13% more and reduced the refund by $465. The extended warranty cost $2912. i contacted **** **** on the 23 via email asking why in was reported wrong and several days pass before I hear any any thing. I had to complain on ****** ********'s website before I heard anything. that same day i took the physical copy of the buyers order to **** because he claimed the warranty couldn't read the paperwork. I asked why no one called or emailed I didn't get a real answer. I waited some more. on 1-13-2022 i asked via email if it was processed yet and **** replied No, I haven't received it yet. the next day i emailed him again stating Since it's your mistake just cut me a check already it's been over 3 weeks. he calls me says i need to sign another document. he sent it via docusign.net i signed it electronically. haven't heard from him since. I would like the rest of the refund.

  Business response

  02/23/2022

  Dear BBB,

  
  

  
  

  In response to a complaint filed by *********** ******** we would like to take the time to provide you with more information that was not included with the complaint filed.

  
  

  During the first part of December Mr. ******** contacted us wanting us to cancel his extended service contract through ****** Insurance. We needed him to provide us with an odometer statement from the dealership that he traded in his vehicle with, in which he did do. We immediately as a normal business practice submitted that information to ****** ********* for a refund amount. We also did prepare the customer upfront that this transaction could take up to 4-6 business weeks for payment. The issue in which we take responsibility for was the mileage that was submitted to ****** with an incorrect amount of 99,192 miles on 12/10/2021. With 99,192 miles the customer refund would have been $1,726.00. Therefore on 12/22/2021 we issued a check to the customer for the amount of $1,726.00. That check was cashed by Mr. ******** on 1/5/2022. However, he never speaks of receiving this amount in his formal complaint. 

  
  

  On December 23, 2021 our Finance Director **** received an email that the mileage was incorrect. We then contacted ****** ********* that day to correct the discrepancy on the miles. The actual correct miles were 86,102 and a correct refund of $2,193. However, ****** ********* claimed they could not read the other dealers purchase order for verification of mileage. This took several emails and copies resubmitted to ****** to resolve the issue and receive correct payment. We also had to have Mr. ******** resign a cancellation request with correct miles, which took him 3 Days to Docusign before we could move forward. During this time our Finance Director and General Sales Manager did have contact to keep him informed throughout the whole process, but were receiving belligerent and threatening emails from the customer during this time. 

  
  

  On 2/15/2022 we did receive payment from ****** ********* for the adjusted amount of the additional $467.00 in which was promptly mailed to Mr. Browning. 

  
  

  If there are any further questions please let us know.

  
  

  Sincerely,

  
  

  
  

  Management

  ****** ******** Chevrolet Buick GMC

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