ComplaintsforHolly Chevrolet

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm filing this complaint for my son *******************************. My sons car, a 2016 Blue Camaro, has been at this specific dealership in the past and we have had issues on how long it takes for any type of work to get done. The vehicle was dropped off on June 8th and there has yet to be any work done on the vehicle. The technician we have been dealing with, his name is ******, always has a reason they have not worked on the car. He says that it is the warranty company but the warranty company says that they have to take the car apart first before they can come out and look at it. We have been calling at least two or three times a week and are always told that ****** is not there and he is the only one that can work on his car. I was told 2 weeks ago that it would take up to 2 more weeks before they began to work on the vehicle because they have vehicles ahead of my sons which is absurd since the vehicle has been there for almost 3 months. Today (Aug 29, 2022) they told us they still have not taken the car apart.

  Business response

  10/18/2022

  I want to apologize for my late response to this complaint.  I have had some serious ongoing medical issues since being struck by a motor vehicle while riding my bicycle.  I am sorry that **************** has had such an issue trying to get coverage for his Camaro. 

  While we are running  roughly 4-6 weeks behind in our shop right now due to an overwhelming amount of work and pandemic related labor shortages, any time we have a third party warranty company involved, the delay is always longer.

  The current situation is as follows:  ********* was torn down as requested by the warranty company. The adjuster came to view the engine and said "I can't visibly see anything wrong." and the claim was denied.  **************** now has to decide how to proceed and what he would like to do. The cost of the tear-down was agreed to by the customer. We will prepare and supply an estimate for engine replacement and forward to ****************. He can then let us know what to do.  As an addendum, this warranty company has never once approved an engine repair that has been in our shop.  We are of the opinion that they look for any reason possible to deny the claim.

   

  Thanks

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

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to the dealership on August 27th of this year to have some warranty work done. They talked to warranty company about 4 weeks ago and ordered the parts for my vehicle. For the past 3 1/2 weeks I've have been calling and asking for information on when my car will be repaired and all the technicians will tell me is it will be ready at the end of the week, which is what they have been saying for almost 4 weeks at this point. I was told on Thursday October 7th that my vehicle would be ready Friday October 8th of this year but when I visited the dealership today, I was informed that it would be at least another week if not longer. It feels like they are not motivated to fix my car when they have had the parts for my vehicle for almost a month now and have been constantly telling me it will be repaired soon but when I make a follow up call to check on my vehicle on the date they said it would be ready and they give me another date and the cycle just continues

  Business response

  12/06/2021

  Business Response /* (1000, 10, 2021/11/08) */ First, I would like to apologize to ********** for the inconvenience. When the vehicle was dropped off, we were running approximately 2 week delay to get a vehicle in the shop and we were telling our customers this. This Camaro had an external service contract.We attempted to call them for approval to repair numerous times. It finally took a call from ********** to get them to call us back. When we received the approval on 9/23, there was then a backorder from GM on the transmission. When the car was picked up, a dent/scratch was noted and because we had not documented condition at drop-off, we agreed to have the vehicle repaired for the customer. We are like most dealerships these days covered up with work and suffering from a labor shortage like many companies. I can only apologize for the our lack of labor supply and recognize that there were 3 weeks of delay caused by the customers service contract vendor.And I want to say that we should have done a more thorough job of communicating realistic time frames for repair.

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