ComplaintsforGebhardt Automotive

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a used vehicle from Gebhardt *** of Colorado in May. Since I am located in ** I relied heavily on the information I received about the vehicle from the sales team at the dealership. They told me that the vehicle was in perfect working order and was thoroughly inspected and there was nothing defective about it. When I received the vehicle the sound would go completely off and there was a knocking sound from the transmission. I had to wait for over two months for the dealership to transfer the title and information the New York DMV needed in order to register the vehicle. Furthermore, my local dealership, *** of ********, would not diagnose the vehicle until it had plates and was properly registered. After receiving the registration, I immediately brought the vehicle to *** of ******** to be diagnosed. The inspection has been completed by *** of Brooklyn regarding the sound and the transmission concerns. They concluded there is a defective amplifier in the car and the transfer case and the front and rear differentials needed fluid replaced immediately. I am seeking payment for the repairs to be done at *** of ******** in the amount of: Sound repair is to replace the amplifier: $3,431.32 Transfer case & differential fluids: $1,214.53 Subtotal: $4,645.85 Plus 8.75% sales tax: $406.51 Total: $5,052.36

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Please stay away from this dealership. I leased an X1 on 3-26-2022 that had been a loaner vehicle. The area around the roters was rusted on all 4 wheels and I was reassured that once I drove the car for a while the rust would go away. Well after numerous calls and emails and waiting for the slow response time to my inquiries, the rust is NO better and has not gone away. I spoke with my sales guy, *****************************, *******************/Client Advisor, and *************************** in the service department. All 3 of these individuals basically told me there was nothing they could do and rust is normal on these cars. This is my 7th *** and I have never experienced this issue. These people could care less after they make the sale, and offered zero solution to the issue. I also called the corporate office and was told to call the dealership, they were even less helpful which I thought was impossible. I'm paying close to $600 to lease a *** and all they have to offer is rotten customer service while I drive around with wheels that look like total c*** Photos were provided. Again, I was told by ***************************** that the rust would disappear as I drove the car, I'm 7 months in now. A complete lack of integrity, these people DO NOT CARE. Do not visit this dealership. They lack integrity and just want to 'make the sale.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Feb 19th 2022 I made an inquiry on a new vehicle in stock. The sales experience was slimy and they hire people who pretend that they are sales people, but in reality they just handle inbound inquiries, gain the interest from the perspective buyer and then switch them to a sales person the moment they step foot into the showroom. I was clear about what I wanted with the lease and they agreed to it, in writing. I was promised that the clear bra would cover the zones we discussed and agreed to, INCLUDING the front bumper and rocker panels, since those areas get the most rock chips on our highways. I paid nearly $1100 (documentation attached) for those items to be done, and they put it into the contract on a WE OWE sheet which is a legal binding document. I made countless calls and emails to the owner of the dealership as well as the general sales manager *******************, of which I have all documentation of. The sales person, ***** was also involved in the entire transaction and kept saying he was embarrassed by how they handled everything and he wished they had more integrity. **** stated he would have a mobile tech come out and install the clear bra as promised, but they never did so. I owned the car almost a month and they still didnt do what they promised. I called *** customer care and they started a case file for me but stated that since the dealer is independently owned, it would have to be taken care of with the dealership. They stated they reached out to the dealer, and ******************* told them they didnt need to honor their contract, since I sold the vehicle. They completely ignored the fact that I contacted them many times to get the work done, and to talk about my concerns. They NEVER followed up, including the owner of the dealership or the general sales manager, NOBODY. I feel sorry for ***** the sales person, because he stated hes always caught in the middle of their promises and tactics. I want my $1045 back for work they never completed. I have the proof.

  Business response

  05/24/2022

  ATTACHED IS GEBHARDT ***** REPSONSE TO **************** COMPLAINT

  Customer response

  05/24/2022

   
  Complaint: 17199887
  
  I am rejecting this response because:

   

  It was stated on the original contract (that they included in their response here, so you can see it yourself) that the clear bra was to be included on the front bumper and rocker panels, in addition to the other areas. It was ***** who filled that out with me at the time of lease signing. The fact that a "we owe" was even needed beyond that...is only part of the problem. It was because of this fact, that ******************* even created the  "we  owe" sheet, because he knew I was right, it was in writing.
  

   

  The dealership is simply skating around the fact that they didn't include what was contractually obligated of them to do, they've ignored the fact that I have documented attempts for weeks to get the work done that was agreed to, and they've made up phony statements about people calling to make sure I was happy with my purchase...that is simply not true.

   

  Mr ********************** even called me (after ignoring my emails and then I forwarded them to  him to show that I sent many that he  apparently didn't see until I filed the BBB complaint) and empathized with me that he too, would've been upset for the same reasons as I am. He was sorry that  it happened and he wanted to find a peaceful resolution to make sure I left the situation feeling satisfied. We haven't even gotten to that point  yet.

   

  Instead,  they sent back a response with made up facts that don't stick to what is in black and white. They agreed to perform work, they didn't follow through which means that they didn't have to pay for work that they CHARGED ME FOR.You don't get to keep peoples money, and not do the work they paid for. That's the point here.
  

   

  The loaner didn't get returned on the 6th, because the service department still didn't know where all of the floor mats were (that were to be included) and were having trouble locating parts, that's why they agreed that I could return the loaner a few days later...it gave them extra time.

   

  I tried for weeks to set up the additional work that they agreed to be done but nobody returned any calls or texts. (I have all of the texts I sent to *****, with me trying to set up the promised work, we need to stop ignoring that) ***** just kept stating that I need to keep trying to get it  scheduled with **** and that **** should have already taken care of me, but he didn't. To this **************** hasn't responded to a single voicemail or email.
  

   

  I sold the car  because I was frustrated with the entire situation. Selling the vehicle does not negate the fact that they didn't perform the work that they contractually agreed to. They had many opportunities to do so, but didn't. That fact cannot be  ignored. Mr ********************** understood my frustration and promised to make it right. The response from the business is ***** contrast to "wanting to do the right thing". The facts are the facts... they didn't perform work that was promised in writing, and I am entitled to a refund.
  

   

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

  Business response

  06/09/2022

  See attached response

  Customer response

  06/09/2022

   
  Complaint: 17199887
  
  I am rejecting this response because:

  The dealership has blatantly just lied in their response. They did NOT assist in any way of any lease transfer as they have stated. In fact, they said they don't assist with lease transfers in other responses from them. How can it be both? They do AND they don't? Their story is becoming more and more inconsistent. I sold the vehicle outright through payoff directly to **** yet here we have the dealership stating they handled it for me on my behalf. I have all documentation of  how and when I paid the vehicle off. Mr ********************** did call and was empathetic after I explained everything, he asked if I would settle for 50% of what I paid for the clear bra back as a resolution of which I agreed. He stated over and over again that he wanted to make this right and said he would feel the exact same way as I do... and now we have this as a response?

   

  How is it okay that they tell the BBB that they did something for me that can't be proven? They didn't assist me in selling the vehicle at all and here they are telling you they managed the lease transfer for me. Can they prove that? I can prove that they didn't do any of that. I do not accept the dealerships response because it in not factual.
  

   

  They also stated they included the floor mats upon taking delivery of the vehicle, also not true because they said they don't stock them and needed to find a local dealership to buy from their stock. That required me to bring the vehicle  in and leave it for them to perform the work and wait for the mats. They required I bring the vehicle back for the clear bra, and they would install the floor mats once they arrived, which took the entire time. SO I do not accept that part of their response either, because it is not correct.
  

   

  I'm honestly not sure how they are able twist facts  they way they are, but here we are.
  

   

  They also stated that they awaited me? I consistently asked them to schedule the clear bra they promised, and they never did. Once I sold the vehicle, then they claim they wish they had the opportunity to get the work done? That's absolutely absurd.

   

  The bottom line is: *** ********************** has called me multiple times, shared his frustrations with the situation, promised to make it right and stated he would settle with with a $500 refund. I agreed to that over the phone with him. I'm asking that they just follow through with that and we move on.

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

  Business response

  06/09/2022

  Gebhardt *** /Response to ******************** response to the BBB:
  We firmly believe that we have performed the work that was agreed upon with the purchase of Mr. 
  ******** vehicle. The documentation proving that the agreed upon work was done has been provided in 
  our previous response to the BBB.
  At no point in the sales transaction was it ever discussed during the negotiations that the clear 
  bra installation was to cover areas above and beyond the standard installation.  If this had been 
  discussed, the transaction would have ended at that point because the installation of clear bra was 
  never to include the bumper and rocker panels.  We have never offered clear bra and bumper rocker 
  panels as part of the tint/clear bra package and is not something our installers provide within the 
  normal package.  As discussed with **************** when he was in our store inperson, our installersdo 
  not clear bra the front bumper because it's plastic and it does not adhere like metal does, and the 
  construction of the front bumper makes it nearly impossible to install.
  After the purchase of the vehicle when **************** returned to the dealership several days later and 
  was discussing his concerns, ******************* again explained this to him. At that time **** Jones 
  offered as 'Customer Goodwill" to have the installation of the clear bra protection on the rocker 
  panels on the side of the vehicle at no charge to ****************. Additionally ******************* offered to 
  provide the extra service with the vendor coming directly to ******************** home in Larkspur.
  At the time of this discussion on the additional installation of the clear bra, **************** had told 
  multiple employees that he was "just going to sell the vehicle". He then requested the dealership's 
  help in getting either a transfer of his lease or help with information on his payoff to help him 
  in selling his vehicle to a private party.  At that in person meeting, **************** was insistent 
  that he was not going to keep the vehicle.  The store awaited confirmation about the transaction of 
  the sale of his vehicle. We received no communication from **************** on the sale of his vehicle.
  The first notificationof the status of ******************** vehicle was when the new owner of the vehicle 
  reached out toour finance manager asking how to change ownership within the *** system. We assisted 
  the new owner in the lease transfer process.**************** never reached out to inform the dealership 
  that he had already sold his vehicle. The next communication from **************** to our dealership was 
  to tell us that he still owned the car and wanted the clear bra on the rocker panels, which we knew 
  was not true because we had already spoken to the new owner.
  The included rubber mats (front row and second row all season floor mats) were offered free of 
  charge to **************** and were provided the day of the sale. When **************** took delivery, he 
  assumed that the free floor mats included the trunk liner to the vehicle which is not 
  included.Since we valued **************** as anew client to our dealership we then offered free of charge 
  to order the trunk liner to the vehicle. This was ordered theday of the purchase of the vehicle. 
  The trunk liner was received and installed in the vehicle before he took delivery of the vehicle 
  after the installation of the above-mentioned clear bra.
  The delay in **************** returning the loaner vehicle was not due to how long it took to get the 
  clear bra installed but instead due to ******************** very busy schedule which we generously let him 
  keep the loaner for a longer period than normal and return the vehicle to the dealership on March 
  7, 2022.
  
  
  We are very sorry that **************** feels that the communication via texts, emails and phone were not 
  to his satisfaction. We have documentation of many texts between **************** and his sales client 
  advisor, *******************************. Additionally, on two occasions *** Gebhardt (Gebhardt *** Dealer 
  Principal) personally called and spoke with ****************.
  

  
  

*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. ↩