ComplaintsforSundance Chevrolet, Inc.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2019 buick regal sportback here about 2 weeks ago. My issues were with how the transaction was handled. I did have to go back and forth several times when i stated what i was willing to pay. Finally came together on the deal, but before this, i discussed a couple things, i wanted a small thing of touch up paint matching my vehicle (due to some very clear crappy touch **** and a full tank of gas. I was told that they dont do full tanks of gas for used vehicles and that if they did, they would lose money as a company. this is definitely the only dealership i have ever heard of doing this and if a full tank of gas breaks a dealer, than they have other issues. This next part, is a little bit of my fault for not double checking but my car recomends premium, which makes the gas even more needed, because the tank was literally on E when i took it for a test drive. At signing i asked for the touchup paint to find out, it was never even brought up, so then i got told the paint shop was closed and that i should just buy it at another dealer. On top of this, when i got the car home, there was no license plate bracket so i had buy that too. That would have been caught if i had a plate to transfer, but i wasnt trading a car in. they just neglected it as they definitely knew this would be an issue. Then the car was also not detailed even though i was told it was. So that will cost me to have done as well. The driver visor has what looked like old soda, the gas tank area was disgusting, along with other little things, it was just dirty. The overall process took way longer than it should have, we were there for about 5 hours. I knew i was buying about 30 minutes in. Please also note, the price was raised from the listed ****** online, to ****** on the paperwork.

  

  Business response

  10/17/2024

  Weve contacted ****** about concerns. We sent a touch up pen and some reimbursement for improper cleanup and service. Mr. **** confirmed he is satisfied with the resolution.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My elderly mother with early onset dementia took her car to Sundance to turn in her lease and purchase a used vehicle. She had $6000 to put down, and wanted a reliable vehicle for around *****k. Somehow Sundance thought it would be appropriate to sell her a 2013 **** escape with major issues for a total of $21,639.60. She put $6000 down and they talked her into financing ********. This car blue books for $8000 in great condition. They clearly took advantage of an innocent old women. Ill will be contacting my lawyer. As well as the attorney general, local news outlets, review sites and all social media to let everyone know to stay away from this establishment. They should be ashamed and should renegotiate this contract!

  

  Business response

  08/20/2024

  We spoke to ************ and discussed the concerns about his mothers purchase experience. She bought the car at our advertised price + fees. She opted to purchase some other coverage which including all interest came out to $21,639.62. He was satisfied with that and we are going to set up a time to discuss in person.
  

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by the dealer there was air conditioning in the car i purchased, there is no air conditioning. I purchased in the winter so i didn't notice until summer. I was told they would fix the Bluetooth and the defrost. I've been driving all winter with no defrost because whatever they fixed was not the problem and they told me it would now cost ************************************************* they cant fix the Bluetooth. Now I'm stuck traveling for work in a car with no ac, no defrost, no Bluetooth for my work calls, and no call back from anybody. Sundance completely dropped me, even the guy who responds to reviews wont return my call. They all stopped returning my calls and didn't fix most of they they told me they would fix if i bought the car. I was much better off with the vehicle they made me trade in.

  

  Business response

  03/08/2024

  As of 3-7-24 we have left two voicemails to ******************** and explained to him we need to get his car into our service department. We need to look at the car and see where to go from there. If you could call ** from the voicemails, he would be happy to help set the appointment time.  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle (2012 Jeep Liberty Sport) and a car warranty. Jeep does not have heat. Brought it in to have them fix the issue under warranty. Found out that the warranty does not cover the scope of work needed to correct the issue. Was charged nearly $350.00 for diagnosis - $100.00 for warranty deductible. $80.00 of the diagnosis to to find the cause of an oil leak. It was found that the oil leak was simply a loose oil filter. Was assured that the oil filter was tightened and the oil was topped off to meet the manufacturers standards. When in fact the oil was not topped off and vehicle was allowed to leave. When I brought this issue to the manager he was condescending and patronizing. When other past issues were brought up he told me that the person that that I had been dealing with was terminated and that the information that I was given by him was inaccurate. When in fact the person of interest is still a valued employee of the company.

  

  Business response

  03/04/2024

  The heat issues were not covered under the warranty the customer purchased. The oil filter leak was likely the result of an oil change done somewhere other than Sundance. The oil leak was also not covered under the customers warranty so the customer was charged $80 to diagnose and fix that issue. Our service manager had at one time offered to do a free ************ change which the customer refused. 

  Customer response

  03/04/2024

   
  Complaint: 21289353
  
  I am rejecting this response because:  I am not disputing the the issues that are not covered under the warranty.  The only issue that needed to be diagnosed was the leaking oil.  It cost over $300.00 to find that the oil filter was loose.  Was assured that the oil that leaked out during the leak was replaced and topped off when in fact it was not.  This is my complaint.  A service that was explained to be complete was not and if this were not checked elsewhere there would have been major damage to the vehicle.  As well as there was work covered under the warranty.  The thermostat was covered and repaired the warranty hence the $100.00 deductible.  More than anything else I am disappointed with the condescending, placating behavior of the manager who I dealt with.  I did not refuse the free oil change,  I will use it.  I am also frustrated that the narrative of the issue was altered and still not resolved.  I feel that $350 to find that an oil filter was loose is outrageous.  It is what it is.  I can take the hit for the $350.  I accept the free oil change.  I do not accept the fact that I was told a service was performed (Topping off the leaked oil) when in fact it had not been.  I do not accept the behavior of the manager that dealt with the situation.  I do not accept being told that an issue I brought to the table from an sales employee was dismissed and was told that that employee had been fired for improper business practices when in fact the employee is still employed and is one of the best employees of the company.  I do not accept not getting an apology for the mess Sundance made and I do not accept the fact that when explaining the issue I had, the handling manager laughed in my face.  It is not the financial aspects of the interaction but the human factor that needs to be addressed.   
  
  Sincerely,
  
  *******************************

  

  Business response

  03/07/2024

  We believe we have resolved this issue. Our service manager reached out to apologize and spoke with ******************** regarding his experience. He explained to him that we were sorry for how he felt he was treated, and advised him we would use his feedback for future improvement and discipline would follow. Our service manager then asked him what would resolve his experience in his eyes surrounding the BBB complaint. He said financial reimbursement would allow him to reply to the case with a satisfactory response. We agreed to this and have reimbursed him.     

  Customer response

  03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me.  I did no ask for full reimbursement.  However, the service manager was more then understanding and offered a full reimbursement.  It was truly more than I expected.   I was most impressed when I was informed that this will be used as a training piece in the future.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asked via phone and text on 1/5/2024 to be able view/test drive several vehicles 1/6/2024. Was told 90% of the vehicles I wanted to see were a mechanics special. It is not indicated at any point in any listing on Sundances website listings that vehicles are mechanics specials. Example #1 of poor advertising practices. Asked why a particular Dodge Journey was a mechanics special and was told it needed a new engine. With a listing price of around 10k that put it extremely overpriced according to ********** and Associates and KBB.Put 100$ refundable deposit down to view the 2012 Chrysler 300 I ultimately bought. The Chrysler had a broken drivers side mirror. Negotiated purchase price was $8,300 with promise of Sundance repairing driver mirror and return of $100 deposit. Purchase price was approximately $1,000 over JD Power and Associates and KBB dealer price. Drove car home, at a stop on the drive home, attempted to connect my cellphone to the car. Example #2 of poor advertising practice. It was indicated a minimum of 3 times in the vehicle listing that Bluetooth was included with this vehicle. The Bluetooth is indicated separately from the Uconnect as though it was a fully functioning feature of the car and it is not.Took car for promised mirror and Bluetooth repairs 1/25/2024. Was told while I could take my car home, it was not repaired. Service did not have the correct part to repair the mirror and the original mirror was placed back on the car but it was cracked and I would have to come back to get the actual replacement when they get it. At this point in time 1/26/2024, there is no resolution to the poor advertising practices of Sundance, there is no resolution to the refund of my 100$ deposit, there is no resolution to the repair or installation of the Bluetooth for my vehicle(at no cost to me), and there is no resolution to the repair of my drivers side mirror or plan for resolution to the further damage caused by the service department.

  

  Business response

  01/31/2024

  I have reached out to Amber ****** I left her a message on 1/31/2024 at 12:30PM
  The car she purchased is equipped with Bluetooth. It was sold in its current condition, but we are willing to see if we can find a way for it to connect. I am waiting for a response.
  
  

  Customer response

  02/06/2024

   
  Complaint: 21205289
  
  I am rejecting this response because there is no resolution or plan of action. Sundance is stating that it was sold "as is", "as is" would be as it was advertised with the Bluetooth capable and intact. 

  Sundance has not made a concerted effort to actually correct the issues. 

  Phone call from ************ with no message 1/30
  
  Phone call from ** 1/31 12:31 with message
  give me a shout
  Return phone call to ** 2/1 10:00 am
  Left message with instructions to leave a detailed message or email details to **********************.
  Phone call from ** 2/1 4:09 pm with message
  give me a shout
  Email to ** via web function 2/1 at 10:19 am
  Good morning,
  I have received two voicemails from you requesting I give you a shout. Please respond to *********************** or leave a detailed voicemail with a specific timeline for when and an outline for how my purchase can be made right. This would include, correcting the Bluetooth to how it was advertised, replacing the mirror as promised, and confirming there will be no cost to me.

  Email conversation 2/1 through 2/6 
  Hello *****,
  I have tried to get a hold of you. I am sorry I missed your call yesterday. The mirror is on order and should be here in approximately 1 week. S far as the Bluetooth, we will take a look  at it when you come In to replace the mirror, unless you want to bring it in sooner.
  Please let me know when you can make it in.
  Sincerely,
  ***********************
  Sundance Chevrolet
  From: Amber ************** Fri, Feb 2, 2024 at 1:06?PM
  Subject: Re: Chrysler 200
  To: *****************;
  Good afternoon,  
  First, the title of your email is Chrysler 200, however I purchased a Chrysler 300. Will you please double check that the correct mirror has been order for a Chrysler 300 and not a Chrysler 200? Since I have already come in once and the wrong part had been ordered, this is concerning. 
  Second, I was told previously that the Bluetooth issue would be looked at when the mirror was replaced, the first time. When I arrived for service, the Bluetooth was refused to be looked at. Since that was the case I am going to need a more definitive plan of action, please.  Service had said they were going to call Chrysler dealers and see what their recommendations were. Has this been done? I would very much like to move forward on getting this resolved.
  Amber 
  From: *****************;
  Date: Fri, Feb 2, 2024 at 1:10?PM
  Subject: RE: Chrysler 200
  To: Amber ********** did not have the paperwork, so I misspoke on the model. 
  It does show it had Bluetooth capability. I spoke to one of my tech guys and he looked into it. He would like to take a look at it when it comes back in.
  Thank you,
  **
  From: *********************;
  Date: Fri, Feb 2, 2024 at 4:17?PM
  Subject: Re: Chrysler 200
  To: *****************;
  Hello **,
  My questions are still unanswered. Will you please confirm the correct mirror has been ordered for my Chrysler 300 vin number 2C3****************? 
  I do not understand your statement it does show it had Bluetooth capability do you mean it was advertised as having Bluetooth or are you trying to say the Bluetooth was working? Advertised was UConnect voice command w/Bluetooth and at no point has this vehicle had Bluetooth capability since I have owned it, as I stated to **** immediately upon discovering. 
  What does taking a look at it mean exactly? Please provide details of what diagnostics or other procedures service may do to my vehicle to make this right. 

  Amber 

  From: *****************;
  Date: Sat, Feb 3, 2024 at 9:06?AM
  Subject: RE: Chrysler 200
  To: Amber ******************** was told by my service department that the proper mirror was ordered. 
  I dont know the exact diagnostics, but we will evaluate it when it comes back in.
  **

  From: Amber ****************************** Mon, Feb 5, 2024 at 6:08?AM
  Subject: Re: Chrysler 200
  To: *****************;
  **, 
  Please, call me when the mirror is in and back from the body shop. I will schedule service then. 
  Amber
  
  
  

  

  Business response

  03/04/2024

  As of today, there is an appointment on March 26th to have the mirror fixed and to have the Bluetooth checked. We hope this will remedy the problems for the customer.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 ****** Prius c from Sundance Chevrolet in September of 2023. We spent over 10k on this car. When purchased we signed a contract that the air conditioning would be fixed and that was the only issue with the car. We waited a week for it to be fixed and when they told us to pick it up we noticed the windshield had been busted. They insured they would send someone to our house to fix it but its been over 3 weeks and the salesman has stopped responding to our calls and texts. We also noticed that the A/C does not work (which is what we waited to be fixed). Im looking for the A/C and windshield to be fixed at the very least. Would really love money off my purchase because of all the trouble we have endured during this process. *** missed work due to having to wait a week for the car for it not to be fixed. *** reached out to the salesmans manager and he hasnt responded to us either. Our salesman was *****************. He wrote on his paperwork that we needed an A/C fix and detailing. Purchase date was 9/22/23

  

  Business response

  10/12/2023

  This letter is in response to a complaint made by **** ********************* and the purchase of her 2015 ************* ******* work was done on the air conditioning as promised on September 22nd. After speaking with **** on 10/10/2023 at 5:30PM she informed me that the air conditioning was not working and there was a crack in the windshield. I told **** that arrangements would need to be made to get the car back to the dealership so we could find out what happened with the air conditioning and so we could get a look at the windshield, considering that the glass wasnt cracked when she bought the vehicle.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reviewed website looking for new vehicle. Traveled 90 months minutes only to find 5 of 6 vehicles unavailable for a myriad of reasons and the one I test drove put by life at risk due to faulty transmission. Spoke with 2 levels of management with no satisfaction. They really shouldnt post unavailable car on website. Terrible business.

  

  Business response

  07/24/2023

  ******************
   We at Sundance are sorry that ****************** was not happy with his visit. Well explain the situation in more detail. The vehicles on the internet do have a statement posted on each vehicle that states Please call for availability, this is done to help avoid the scenario ****************** is describing. Two managers made an attempt in explaining this to him. We also offered gas for his travel, as a gesture for the misunderstanding. The vehicle ****************** drove that he stated Put his life at risk was pulled out of service before ************** was complete and ****************** was made aware of this prior to the test drive. In closing we do not wish for a customer to be unhappy. We incorporated the Please call for availability on the website and the inspections on the vehicles for customers to have good communication and a positive experience with the product. If there is anything reasonable we can do to further help please let us know.

  Customer response

  08/01/2023

   
  Complaint: 20342037
  
  I am rejecting this response because: Sunshine is basically running a bait and switch operation. They post cars that are not available only to steer towards other vehicles. And I was not informed that the vehicle I test drove may move be mechanically sound. Given the BBB rating for this dealership Im sure Im not the only irate customer  

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

  

  Business response

  08/22/2023

  Sundance is again regretful that the experience you had was not a positive one. We havent ever had intentions of bait and switch. We have a very large selection of used vehicles and want to make sure the public is aware of all in stock inventory. Your sales representative informed you that the vehicle was in service and had not been inspected yet, before you test drove the vehicle. As you are aware we do post call for availability on every individual used car on the website. If you are still in the market we could do some special pricing for you if theres something here you are interested in.
  
  Thanks, *****************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Vehicle brand new in 2017, brought vehicle in with repair issues in January of 2023 (Under warranty) was told they could not find any way to fix the electrical and battery issues I was having, I replaced battery after they charged the old one, this was an alternator issue that they did not fix, I had them notate my account that they did not fix anything in case I needed to bring back in at a later date with same issues, after my warranty expired. was rudely told by "****" a very unprofessional and ************ manager that he was "sorry my truck did not fix itself" and why I waited to bring it back in. I did not bring back in because they were unable to fix it and I changed the battery out of pocket myself, and then had same issues. Was told they could not do anything because warranty had expired, which I expected and is why I had them notate my account. Had to get fixed at a competent mechanic out of pocket due to their incompetence. Sundance should reimburse me for the fix. Horrible business that nobody should buy from.

  

  Business response

  07/07/2023

  Customer *********************** contacted service on 07/06/2023 regarding a service issue/ complaint stemming
  from a previous service visit about a unconfirmed electrical concern, demanding that Sundance
  Chevrolet covered the cost of his issues.

  On January 3 rd 2023 at 9:21AM customer arrived with vin# ***************** at ****** Miles

  With a complaint/concern reported CHECK AND ADVISE ON CUSTOMER STATES RADIO WILL GO OUT
  AT TIMES, THEN COME BACK ON, RESETS CLOCK, THEN WILL TELL YOU
  TO ROLL DRIVER WINDOW DOWN AND BACK UP.
  

  Technician *************** state license# ******* received the vehicle and was inspected for customer
  concern.
  

  No messages of concern were displayed and vehicle exhibited normal operational characteristics and no
  issues were found matching customer concern.
  

  Technician documented no problem found on said vehicle, and customer was not charged for service
  and diagnostic.
  

  Customer had an active service contract at the time of initial check out close to expiration by date
  

  Ally Major guard active until 1/31/2023 or ***** miles which ever occurs first.
  

  On 7/6/2023 customer contact was demanding ********************** fix the truck at no expense to
  customer and stated hed been having problems since he left that day in January, but has made no
  attempts to contact the dealership to re-establish diagnosis or attempt to diagnosis the vehicle again for
  this concern. Customer was offered diagnosis, but was told that warranty was expired and due to time
  in between unfortunately the warranty coverage was expired and that wed be unable to provide
  coverage for the repairs. It was explained to customer to contact the warranty company ally in regard
  to attempt to request some sort of goodwill extension to this warranty due to the problem being
  undiagnosed from previous attempts. Customer became enraged and demanded that ********************** pay for
  future repairs due to this.
  

  Customer then added that he had to pay for two batteries out of pocket within this time frame from
  January to current contact date. Customer was offered free diagnosis, and instructed to contact ****
  and then hung up on service Manager ********************
  

  Sundance was willing to assist this customer with free diagnosis, but unable to facilitate a warranty
  claim with a expired contract with no contact to the dealership until 185 days later and approximately
  30,000miles since initial visit, customer was told by service management that wed be unable to assist
  with goodwill because of the lack of business case justification with the lack of contact to dealership.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Over charged for Downpayment, Lied to about financing, improper registration, Failed to supply full range of keys, No response to telephone calls. and messages

  

  Business response

  05/30/2023

  We have reached out  to **************** and we have talked about his experience at Sundance. After this conversation Sundance has sent  **************** a check to cover the difference of the plate fees and to have the stuck receiver removed from his hitch as he has requested. At this moment **************** and Sundance agree and this matter is resolved.

*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. ↩