ComplaintsforPrince Chevrolet Buick GMC Cadillac Of Albany

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a $60,000 vehicle in **** of this year and in ********* of this year, the vehicle broke down. Prince towed the vehicle and said they would fix the issue since the car was under warranty. These people kept our car till November! And had to argue them down to get a rental. After all that, they say the car needs a new battery but we have to come up with an additional $500 plus towing fees. The salesman talks through the receptionist and not directly to us. Then want to say our car deceased value of $10,000 because of the faulty parts they knew was on the car. They told us we could purchase a new battery for cheaper but failed to tell us that the power steering in the vehicle wouldn’t come back till we paid another $150 to have the computer reprogrammed. So with the hefty car payment we are having to pay close to $1000 in repairs on a car we haven’t had for 6 months. And when I make a public post about my experience they call and say we are black mailing them.

  Business response

  11/09/2023

  This visit in questioned is for the date of ********* ***********
  Mr. ***** called in a no start in his home (in garage) on their *****. ** Towing was dispatched, and vehicle was towed in and Savi’d on ********* after connecting a jump box due to the vehicle having a dead battery. At the time of tow in we were approximately 2-3 weeks out on repair scheduling. However, “same day” diagnostic was given as their SAVI revealed a failed fuel pump module current in a failed status. The customer was called and notified of the findings and that the part was not covered under the remaining factory powertrain warranty, and we would need to call this in to ********** on Monday as they were closed on weekends. The customer requested a loaner/rental and I explained we could not provide one at that time due to all our ** Courtesy Cars were out due to the ** strike and that the were able to rent a car on their own and request ********** reimburse them if approved on Monday. The customer refused to get a rental on their own and Sales (Shane) provided a loaner as a courtesy to them. Later they were moved to a ** Courtesy vehicle, a new vehicle with a full tank of gas. It was returned to us on empty and filthy (pictures provided). We provided 6 weeks of rental with only 8 days of reimbursement from her extended warranty company. Roughly $1000 at no charge to the *****s.
  
  Upon receiving the part (fuel pump module*********** it was installed in the vehicle, and the vehicle was jumped and driven into the shop at which time the vehicle battery could be charged and tested revealing that the battery also had a bad cell. The customer (****** *****) was contacted and approve the battery replacement. The battery as quoted at $334.59 plus tax and installation.
  
  The next day Mrs. ***** called in asking that the battery be remove that she had found it cheaper elsewhere. Due to the delay of receiving parts from ** the battery and installation charges were removed from the ticket in effort to create customer satisfaction. Mrs. ***** was warned not to drive the vehicle as it was a safety hazard and not reliable in that condition. Another $169 in fees waived to the *****'s.
  
  After having a 3rd part replace the battery Mr. ***** called in with warning light and many operational malfunctions. I explained to Mr. ***** that it sounded like the battery installer “blew” the mega fuse. We offered on Friday ********** to inspect the vehicle Saturday ********* at no charge to confirm the suspect fuse was blown. The customer was a no show on Saturday the ***. So with the customer arriving *** *** with the vehicle, we performed the above stated fuse test in yet another attempt to provide customer satisfaction and demonstrate the confirmed failure with the customer witnessing the test.  

  Mr. *****  order the mega fuse over the parts counter and we replace at no charge as a courtesy. Again not charging the *****'s another $169.00.

  All and All we provided a rental at no charge and 2 battery swap out and 1 mega fuse replacement at no charge to the *****'s. Well above and beyond any obligation of the dealership. In return the customer return our "Brand New Car" in a filthy condition and with an empty full tank.

  The Only fees charge to the consumer was their extended warranty contract deductible, full used in the car provide (as agreed per loaner agreement) and towing charges in excess of contract coverage.

  Any additional questions please feel free to call Aubrey H******* Service Manager Prince Chevrolet. ************************

  
  

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