ComplaintsforMerle Stone Chevrolet

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On AUGUST 08/18/2023 I PURCHASED THIS DRIVE BELT FOR MY CHEVEROLET CAPTIVA 2012 SUV.THE PARTS MAN KEEP LYING TO ME THAT THE PARTS IS NOT IN TODAY IS TUE AUG 22 /2023 .I CAL HIM HE WAS ACTING REALLY HATE FULL LIKE HE DONT CARE ABOUT ME BEING A CUSTOMER I NEVER GOT THIS PART.

  

  Business response

  08/28/2023

  BBB 
  ******************************************;
  ******, ** 93711 
  
  RE:  Complaint ID ******** 
  
  ********,

  
  ************************ came to our Dealership in-person on 8/18/2023 and ordered a drive belt for a 2012 Chevrolet Captiva. We did not have the part in stock, because it was a special-order part, we collected payment for the drive belt. 
  We placed an order for the belt on 8/18/2023 and expected to receive the belt on 8/20/2023. Unfortunately, we did receive our special-order parts on 8/20/2023 as we expected, we only received our stock order. The drive belt arrived on 8/21/2023. ************************ called the dealership on 8/21/2023 to check on the status of the part, at that point the part had been checked in, but he had not been notified that the part had arrived. ************************ was not satisfied with the call, he attempted to call back to speak with a manager. I was out of the office then; our General Sales Manager was here but not available for the call. ******, our Business Manager tried to take the call to resolve the situation, but it was disconnected.

  I became aware of the situation on 8/23/2023, I reached out to ************************ to discuss his experience via phone call. I called on 8/23/2023 @ 12:44pm, during the call we discussed what happened regarding ordering the part and his call experience into the dealership. I offered ************************ to either refund his payment for the belt or if he still wanted the belt, I would be happy to have it delivered. He chose to accept the refund of his payment. I told him I would follow-up with him at the end of the day.

  We refunded his original payment ***** debit card) on 8/23/2023. I called ************************ again on 8/23/2023 @ 4:38pm, I informed him the refund was processed and I believed the refund should be back in his bank account tomorrow, 8/24/2023. I asked him to call me if the refund were not in his account and I would investigate. I apologized to ************************ that we did not meet his expectations and that we should have contacted him on 8/20/23 when his order did not arrive as expected. I also told him that I always appreciate customer feedback whether positive or negative.

  I am always looking for opportunities in our business to improve the customer experience. I take every complaint I receive very seriously and always appreciate the opportunity to work towards the resolution with a customer. Thank you for your time with this matter, let me know if you have any questions. 
  
  Sincerely, 
  
  
  
  **** Stone 
  General Manager 
  Stone Chevrolet Buick GMC 
  Phone: ************ 

  Customer response

  08/31/2023

   I am rejecting this response because:
  
  He never asked me if I still wanted the serpentine belt he refused to accept people like me as a customer. The reason I went to purchase this belt my car need this belt to drive .I paid cash for this belt with my ***** Fargo card . The service parts man treated me worst than a Dog .That is the reason I wanted the world to know about this place .I was judged wrong .I was treated wrongly . The Owner give his worker right like his worker is so innocent he did nothing wrong. I called the wellsfargo bank to stop the payment I stoped it not him refunding me my money .I STOPED THE PAYMENT ALL BY MY SELF I CALLED THE ***** THAT IS HOW I GOT MY REFUND.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car had a ac problem I took it to Merle stone to get it check out. They diagnosed it and gave me a price which I did not agree to so I was picking it up to take it for a second opinion. At that time there service manager **** told me that my car had a factory recall on the ignition control module and said if I wanted them to do it. I said well handle it if its there already. Later that day **** called me and said that my ignition control system had shorted:burned out and my car didnt start anymore while they were reprogramming it and they wanted ******* to to replace it. I got up set and I spoke with **** the manager and he said they would look into it. Well they got my car to start and told me to pick it up. I picked it up and now my air bag light is on and inop. And they said it burned out 2. When the car was check in there were no lights or concerns about the air bag light on. If the light was on and there was a problem with the air bags a dealer should make a note about it when they were diagnosing it. Not at one time was it on. It only came on after there repair what they said they did. My car was not documented coming in for repairs with any safety concerns air bag light or check engine lights on.

  

  Business response

  08/15/2023

  BBB
  **************************************************
  ******, ** 93711
  
  RE:  Complaint ID ********
  
  ********,

  **************** brought a 2017 Chevrolet City ************************** in for Service to diagnose an A/C concern (A/C not blowing cold air) on 7/31/2023.  We diagnosed his concern as a freon leak coming from the Evaporator Core, those repairs were declined.  **************** told me that the repairs were declined, because we were not able to provide any warranty on the repairs because his vehicle has a Salvage Title, which is correct.

  While ****************** van was in our shop, we notified him that there was an open emissions recall on his vehicle.  **************** authorized the recall to be performed via phone.  The recall requires that we reprogram the Engine Control Module (***), with updated software for the emission system.  The installation of the software failed.  After the failure,we were unable to communicate with the ****  Upon initial inspection we believed there was an internal failure with the ****  We opened a Technical Assistance Case (TAC) with GM for assistance.  In the meantime, I ordered an *** to have on-hand in the case that *** replacement was required, because **************** had told me the vehicle was needed for his business. ************** was able to re-establish communication with the *** and was able to complete the programming process of the ****  **************** was notified that his vehicle was ready for pick up on: 8/7/2023, he picked up the vehicle the following morning 8/8/2023.

  **************** returned his vehicle on 8/9/2023 with an ***/Air Bag light flashing.  We agreed to perform an initial inspection and determine if any of the diagnostic or repairs we performed influenced the ***/Air Bag light.  Our initial inspection was not able to pull any codes from the *** module, during our inspection we did notice that the passenger presence sensor does not appear to be functioning properly.  ************** attempted to reset the passenger presence sensor.  There was no change to the *** system, the light was still flashing.  The *** system is separate from the *** system, our programming of the *** would not cause a failure with the ***/Air Bag System nor would our inspection for the A/C system and Evaporator Core.

  Because ****************** vehicle has a Salvage Title with prior air bag deployment, more diagnostic is needed to determine the cause of the *** light.  I reached out to *************** to discuss our findings; he was upset and unwilling to participate in the cost of any diagnostic or repairs to the *** system.  **************** remained adamite that the only possible cause of an *** system failure was of our doing.  Unfortunately, I was unable to come to a resolution with ****************, he later picked up his vehicle.

  I take every complaint I receive very seriously and always appreciate the opportunity to work towards the resolution with a customer.  I am disappointed that I was unable to resolve this situation, especially with a customer such as **************** that has purchased several vehicles from us over the last few years.

  Should **************** decide that he would like us to further diagnose his *** system, he will need to agree to the diagnostic cost of the ***system and understand that he will also be responsible for the repair cost, of which we will provide an estimate for the cost of repairs prior to repairs being made.  Also **************** will need to acknowledge that a Salvage Title vehicle with ******* miles certainly has other issues that *** come to light while the vehicle is in for repairs, and it is also likely more than one repair *** be needed to correct the *** System.  The dealership will not be responsible for these repairs.

  Only **************** can decide if this vehicle is worth investing in the repairs needed.  Thank you for your time with this matter, let me know if you have any questions.
  
  Sincerely,
  
  
  
  **** Stone
  General Manager
  Stone Chevrolet Buick GMC
  Phone: ************

  Customer response

  08/17/2023

   I am rejecting this response because: the air bags were replaced by merle stone and they were certified to work. If they were so concerned about the car being salvaged why did they replace the air bags in the first place? Also not at one time when the car was dropped off did they document that the air bag lights were on. As a dealership the would be required to info anybody of any potential safety issues with any car going in or out of there dealership. The reason that they were not documented was because the air bag lights were off when the car was dropped of. Then they released the vehicle back to me with no issues or safety issues mentioned. 
  
  
  

  

  Business response

  09/06/2023

  BBB
  **************************************************
  ******, ** 93711
  
  RE:  Complaint ID ********
  
  ********,

  **************** brought his van into our ****************** on 9/16/2020 with ****** miles.  At that time,he told us the vehicle was in an accident and the air bag light was on.  He had taken the Air Bag Module (Sensing Diagnostic Module) to ****** to have it reset, but the Air Bag (SRS) light was still on.  We performed a diagnostic and called GM Technical Assistance for input on repairs due to the fact the vehicle was in an accident.  We replaced the left-side roof rail air bag, the Sensing Diagnostic Module (SDM), the passenger presence module,and one of the passenger seat position sensors. We then reset the air bag system to complete the repairs.

  **************** brought this concern up to me during a phone conversation on 8/9/2023.  I researched his concern and explained to him that the air bag parts that were replaced during that repair carry a 24-month warranty. Unfortunately, its been almost 3 years and the vehicle currently has over ****** miles since that repair was completed, there isnt any remaining parts warranty on any of the components replaced.

  During the same conversation **************** also brought up that we didnt document that the air bag light was on, I explained to him that the air bag light probably wasnt on if we hadnt documented the light.

  As stated in our previous response, because the vehicle had recently been in our shop, we agreed to perform an initial inspection and determine if any of the diagnostics or repairs we performed affected the SRS/Air bag light.  The Supplemental Restraint System (SRS) is separate from the A/C and Engine Control Module (***).  Please refer to our prior response.

  I am a reasonable person and would have been more than happy to work with **************** in some way regarding the repairs his vehicle needs for the Air Bag System.  However, **************** remained adamite that the only possible cause of an SRS system failure was our doing and was unwilling to participate in any diagnostics or repairs that *** be needed.  Hypothetically, if the transmission had failed shortly after the vehicle left our shop for an A/C inspection and *** update, regardless of time frame or mileage, we wouldnt have been responsible for that failure either. This case isnt any different, the vehicle had a failure in the Air Bag System, which occurred shortly after the vehicle left our shop.  There is no connection between an A/C inspection and performing an update of the *** for an emissions recall and to ****************** current concern with the Air Bag System.

  I hope this response helps, please let me know if you have any other questions.
  
  Sincerely,
  
  
  **** Stone
  General Manager
  Stone Chevrolet Buick GMC
  Phone: ************

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