ComplaintsforCecil Clark Chevrolet

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original repair completion date was September 09th 2023. Cecil Clark Chevrolet service department did not perform the repairs I paid just under $3,500.00 for correctly, causing further damage to my vehicle and leaving me with most of the original problems as well. Their service department also broke / lost pieces of my truck & declined to repair or replace them claiming my truck was old and "thats what I get". I attempted to allow them the opportunity to make things right & they returned my vehicle to the same technician to correct the faulty repairs who then caused further damage and failed once again to complete the repairs I had already paid for. I attempted to reach out to the *** **************************** at that point and he would not even let me explain what happened before cutting me off and hanging up on me.

  Business response

  12/06/2023

  Customer complaint originally addressed October 19, 2023 at no additional charge. Customer took delivery of the vehicle and there was no other communication from customer for 45 days. Customers vehicle is 24 years old with ******* miles. ** refund to the customer will be forthcoming.

  Customer response

  12/16/2023

  I did not see the initial response and just discovered this notice my complaint was being closed. I have attached my texts with the service writers as well as my call history to the dealer to show what they are saying is not true. I had to escalate my issues to the owner as the service manager and technician left my vehicle with more damage afyer my initial conplaint and still didn't correct the improperly performed repairs. 

  Customer response

  12/20/2023

   
  Complaint: 20956645
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/16/2023 7:12:35 PM
  I did not see the initial response and just discovered this notice my complaint was being closed. I have attached my texts with the service writers as well as my call history to the dealer to show what they are saying is not true. I had to escalate my issues to the owner as the service manager and technician left my vehicle with more damage afyer my initial conplaint and still didn't correct the improperly performed repairs. 

  
  

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

  Business response

  12/29/2023

  Customer vehicle is 24 years old with ******* miles. **** original inspection, vehicle had significant oil leaks. We completed the original repair on September 7,2023. Customer contacted service advisor stating her airbag light was on, there was a lump in the ******, and cruise control did not work. We addressed all customer concerns aside from the airbag light, which customer originally knew there was an issue and declined repairs. Customer returned again stating there was an additional leak that needed to be investigated. When she brought the vehicle back in, the water pump (unrelated to the original repair) was leaking.We explained to customer that we would be unable to find the leak without repairing the coolant leak. Customer stated she would take the vehicle, fix the water pump and return for us to diagnose. On October 3, 2023 we performed an oil change and added dye to determine where the leak was coming from, which is standard procedure. Customer returned again on October 16th, 2023 to have the leaks re-investigated and we determined the leak was coming from the front of motor. We replaced the front cover of the oil pan, which was not apart of our original repair, at no charge to the customer. The customer took delivery of her vehicle on October 19, 2023. She contacted us on October 21,2023 to complain of an improper repair but stated she would not be returning to have it looked at. This is the last communication we had with this customer for 40 days. This customer is a former employee and former automotive technician.By her own admission, she has worked on the same repair that was completed. This customer owns a vehicle that needs major repairs and wants it fixed at no cost to her.
  
  This customer has filed an additional complaint on this repair, and this will be our final communication with the BBB.

  Customer response

  01/04/2024

   
  Complaint: 20956645
  
  I am rejecting this response because:

   The airbag light was not on when I dropped off the vehicle. It came on as I left the dealer the 1st time so I immediately returned as I also noticed a huge mound in my carpet. They " adjusted" the mound in my carpet and claimed my airbag light must be a faulty cluster and it was just coincidence.  After seeing the light on and finding the shift cable improperly routed I began to examine the other repairs done. I found multiple issues immediately. The rubber from the shift cable was not installed in the floor , the airbag module the shift cable ran around was dented, the clips for the shift cable under the vehicle were not fastened properly,  2 of the bolts on the oilpan were bot even finger tight with threads exposed. The new oil cooler lines installed were not sealing properly and leaking at the connections due to being inproperly installed which ruined the o-rings made to seal the lines. I replaced those myself. The front cover was the main reason I brought the vehicle in and requested an estimate. When the technician originally worked on the vehicle they improperly replaced the front cover and the water pump as well ( as you must remove this to access the from cover) . They reused the original water pump gasket which caused the water pump to leak. I replaced that myself after the dealer claimed no responsibilityfor that. I located 2 of the bolts from the front engine cover in the skidplate under the truck which I assume is why the oil was continuing to leak after the original repair. When they worked on my truck the 2nd time they used a lot of gasket maker to compensate for the missing bolts and stop the oil leak. I never asked them for free repairs, I only asked that they complete the repairs I had paid for properly.  Even though I provided pictures of the leaks, damaged plastics and bolts I found they continued to deny any responsibility and claimed my truck was old and they never should have taken it in. My truck may be old but I take very good care of it and I thought I was bringing it to a place with integrity I could trust. I am very disappointed in not only the quality of service but their honesty as well. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24, 2021 I brought my 2020 Chevy 2500HD into Cecil Clark Chevrolet for a warranty brake issue (truck pulled when brakes were applied). Service advised me that my truck had faulty brake lines, they installed brake lines and when I went to pick up my truck and applied my brakes it was leaking a large amount of brake fluid all over the undercarriage of my truck. I left the truck there. When I came to pick up truck I seen damage to my frame from the brake fluid and brake fluid still leaking so I left the truck there again. My frame coating was supposed to be fixed and the brake leak fixed. I arrived again to pick up my truck and noticed it was hit while at the dealership and had damage on the front bumper and still had damage to the frame coating. The dealerships body shop attempted to fix my front bumper but dirt and debris is in paint. My truck was there 50 days and brakes still pull and dealership refuses to fix damage caused by their negligence. Picked up truck July 13, 2021

  Business response

  09/16/2021

  Business Response /* (1000, 15, 2021/09/08) */ Due to current litigation we are not able at this time to answer this request . Customer and Dealership have both retained legal representation. Customers attorney has been given our response.

*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. ↩