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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 4, 2024 I dropped my vehicle off at Willis Chevrolet in Smyrna DE to be serviced on April 5, 2024 for scheduled appointment for an oil change, tuneup, and transmission drain and refill. The car was running good with no rough idling and no issues with shutting off until after my vehicle was service at Willis Chevrolet. I paid Willis Cheverolet $450.25 for the service. I contacted Willis Chevrolet service department and told them my car was rough idling and shutting off and asked them for an explanation, question them as to what happened and can they fix my car, the service department refused to fix the issue stating the car was rough idling when it came in, which is false. I keep the maintenance up on my vehicle and wanted to get my car service before vacation. I went on vacation from April 6, 2024 to April 14, 2024 in Puerto Rico and had my 2016 Chevrolet Cruze delivered to the Hertrich Chevrolet of Dover on April 13, 2024 to be serviced on April 15, 2024. On April 15, 2024 I received a call from Hertrich Chevrolet of Dover stating that I would need to replace the engine after they assessed and diagnosed my vehicle. Willis Chevrolet in Smyrna DE is at fault and should be responsible for all repairs needed to my vehicle due to the faulty repair work from Willis Chevrolet in Smyrna DE and based upon the assessment and diagnostic from Hertrich Chevrolet of Dover. I have attached documentation from Willis Chevrolet in Smyrna DE that performed services on my vehicle and I have attached documentation from Hertrich Chevrolet of Dover who assessed and completed a diagnostic on my vehicle. I am a single mom and I need transportation. I have not heard anything from Willis Cheverolet in regards to this matter.
Business response
07/01/2024
This vehicle was scheduled for oil change, spark plugs, air filter, cabin filter, and transmission service. The vehicle came in with the check engine light on and multiple codes in the computer. By replacing the spark plugs it did not take engine miss away. No diagnosis was performed as technician noted in his comment on the repair order.
Customer response
07/10/2024
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Hi,This matter has not been resolved. I am unable to drive my vehicle. Willis Cheverolet Buick should be responsible for the faulty work on my vehicle. They have not contacted me to resolve this matter. According to Hertrich of Dover I need a new engine and other things done to my vehicle. I have attached documentation explaining what Hertrich of Dover found wrong with the vehicle after it was serviced by Willis Cheverolet Buick. Hertrich of Dover explains that the spark plug and cylinder were soaked in oil. My vehicle was driving fine before I took it into Willis Cheverolet Buick to be serviced. If you could help me with this matter I would greatly appreciate it and advise me in the next steps to take. Thank you for your time and patience. Regards, Complaint ID: 21879579Business response
08/05/2024
As we stated before this vehicle was scheduled for a oil change, spark plugs, air filter, and transmission service . The vehicle came in with the check engine light on and multiple codes in the computer. By replacing the spark plugs it did not take the engine miss away. No diagnosis was performed as technician noted in his comment on the repair order. There is nothing we can do for ****** ***** as we are not at fault.
Thank you ,
Service Manager
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.