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Complaint Details
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Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Coolant issue started March 2023. Coolant issue recurred in July 2023. I am having the same issue August 2024. I have paid twice for the same coolant issue/repairs.Business response
08/13/2024
Per diagnostic of the new complaint, the parts that have failed were not replaced during prior repairs. We are currently working with the customer to assist with the repairs. We will attempt to file warranty on the water pump and will assist customer with the labor cost to complete repair.
Customer response
08/21/2024
I am rejecting this response because:
The water pump and all parts associated with the coolant system were replaced last year. I was told that electrical fans were needed from the results of the new diagnostic that recently took place. Supposedly, those electrical fans have caused the water pump to malfunction, and it will need to be replaced along with other parts associated with coolant system that were replaced and paid for last year ($7903.94). As of August 2024, the dealership has determined that repair cost for this reoccurring coolant issue is $11200.
Status: I spoke with a manager on 12August, he stated that he would consult with the general manager about the water pump and the repair cost. As of 21 August, I have not received a call or text information to my vehicle. My car has been at the Gerald Jones service department since 11July.
Sincerely,
****** ********Business response
08/26/2024
Customer has accepted offer and has approved repair.Customer response
08/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
05/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On *** *** 2023 My wife ******* ************) took her 2015 **** to be be looked at because the signals on her mirror that her lets her know when a car is in blind spot was not flashing. The dealership told they will reset it and that will solve the issue. After the reset the system, after a few days, the system stop working. On, *****23, My wife drop her car off for an oil change and once again told them about the signals on the mirror. After checking the car she was told they needed to calibrate the system and it will cost 600 to calibrate the system. My wife called me and we discussed the cost and decided to have the work done. Since my wife ** ********, I decided to pick up the vehicle. when I got to the dealership the bill was $815.49. I paid the bill and went home under the impression that they completed the work. My wife decided to read the receipts and found out that the receipts noted that they could not complete the calibration. I decided to call **** to get a refund since I pay for a calibration that was not completed. I spoke to David R******** who refused to refund me. he told my wife that she agreed on the calibration and my wife I agreed but my wife why should she pay for something that was done? I later spoke to Vickie M***** manager and she also refused over the phone. I decided to drive back to **** to speak to Vickie in person after a lengthy conversation she decided to refund a portion of the money but not all. She stated that she has to charge me for a diagnostic test that was never part of the discussion. She still charged me $260 for a diagnostic test after asking her technician to tell her what she should charge for since she cant charge for the calibration. I explained to Vickie that someone should have mentioned a diagnostic test. David called my wife and told her that they were unable to complete the calibration but never mentioned anything about charging us for it. If the calibration was not done we should not be charged for the work.Business response
05/23/2023
On the afternoon of *** **,2023, I received a complaint from Mr ***** regarding fees charged for a service visit with **** Service Department. I reviewed the fees and repair with our **** Service Advisor and **** Technician at which time we attempted to call Mr & Mrs ***** to review the charges and repairs. Mr ***** decided to come to dealership to discuss the charges and repair in person. Mrs ***** requested an oil change and tire rotation service along with diagnosis on the driver assist system, which was inoperable. The Advisor contacted Mrs ***** with the **** test plan to calibrate the vehicle to correct driver assist system faults. Upon completing test plan vehicle calibration failed due to faulty modules(2). Advisor contacted Mrs ***** with findings and estimate to complete repair, repair was declined at that time. Mrs ***** did not verify fees nor did the Service Advisor confirm charges, I agreed with Mr ***** that due to lack of proper communication or explanation of charges, we would issue a credit. Only a diagnostic fee should have been charged. Per company policy we would apply the diagnostic fee towards the repair when completed. I included the Service Advisor and the **** Technician in my conversation to ensure Mr ***** that the information I was providing was accurate and the fees where our standard fees. The oil change was completed, due to the wear on the tires the Technician discouraged rotating the tires at that time. There was no charge for the tire rotation. We credited the difference of the calibration and diagnostic fee as we would have during the phone conversation if allowed to complete call. The calibration was not completed however the Technician complete the requested service and diagnostics on driver assist. Our diagnostic fee is $260, the calibration quote was $660, we credited Mr ***** $400. Mr ***** threatened to never return to dealership and that I would hear from him again, if we didn't refund entire charges. Regardless of threats, we followed company policy, we find it fair that customer should pay for services rendered.
Victoria M*****, General Manager
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.