ComplaintsforPrince Automotive of Valdosta, Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching to complain as I have undergone several mechanical issues with my car. I have had it towed to Prince Automotives three times for the same light warning, one time it had to be a towed a day after the car being returned to be told that mechanic failed to tighten the nuts and bolts which impacted engine performance. Once again the engine light has come on and the dealership has now had my car for 4 months due to failure to be able to obtain parts. I was advised that the strike has impacted the timeliness of obtaining car parts which I understand. The service manager has call weekly or bi-weekly to provide status updates which I appreciate. However, I went to the service location last week as I needed to obtain an item from my car, after pulling up the information, the service manager asks did you leave your car with us physically. I advised **** **** towed my car and you have the keys. This was alarming, but he proceeded to go and get my keys, and it took over 30 mins for them to locate my car. My concern is there were no accommodations offered, not even a loaner car. This is unacceptable to have a car to be serviced for a fuel pump replacement and it has sat there 4 months and the clock is still ticking.

  Business response

  01/05/2024

  I agree that the customer has a right to be upset but not with Prince Automotive. The customer needs to voice their frustrations with *************** the maker of the vehicle and the maker of the parts. The failed part has been on back order since September which I agree is absurd. We will once again reach out to our parts field engineer to ask for his assistance in obtaining the part any quicker than the normal channels. I would advise ***************** to continue to follow up with the dealership to see if we have any updates on the parts availability. Again, I totally understand her frustration but ask that it be directed towards GM and not Prince Automotive.  Furthermore, I might advise ***************** to contact GM Customer Assistance for any updates they may be able to provide. My apologies for the delay but we do not have the ability to make the part arrive.

  Thank you for your patience.

  *** Prince
  *************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2011 chevy equinox from prince automotive on January 12th it was giving me problems backing up so I took it back right away on January 15th I exchanged that for a 2016 ch3vy traverse at a higher price point fully expecting satisfaction due to spending more money 16grand to be exact I put a thousand downbeat this car us no better than the first it's got even more issues the transmission is completely failing on this vehicle I took the traverse back to prince automotive on Feb 6th 2023 to be serviced they changed the coolant sensor and handed me back the keys and said your all good now I was driving home experiencing the very same issues after spending a entire day there in valdosta I the very next day took it back to prince of Tifton for a second opinion where I finally learned the vehicle needs an entire transmission replacement at a cost of 6200.. dollars where the vehicle is currently I really don't want the vehicle at this point I'm under the impression that prince of valdosta was well aware of the vehicles underlying issues I do have a warranty but no longer want the vehicle at this point I need a fair resolution I've been traumatized at this point I haven't gotten any enjoyment from the vehicle whatsoever

  Business response

  02/10/2023

  The customer originally purchased a 2011 Chevrolet Equinox from our dealership on 1/12/2023. Shortly after purchasing, the customer complained about issues while the car was in reverse. For customer goodwill, we allowed the customer to return this vehicle and the customer found another one on our lot that they wanted to purchase instead. On 1/16/2023, the customer purchased the 2016 Chevrolet Traverse from us. The vehicle at that time had 124229 miles. Note that we could never duplicate the customer's concerns on the 2011 Equinox and have since sold it to another customer without any complaints.  On 2/06/23, the customer did return the 2016 Traverse to us complaining that their transmission was shifting erratic and that their check engine warning light was on. We could not duplicate the customer's concern about the transmission shifting but we did replace the coolant temp sensor and filled with coolant which cleared the code for the engine warning light.  

  So at this point, we have not tried to repair or make a diagnosis for the transmission shifting since we were not able to duplicate it and would ask that the customer bring the vehicle to us in Valdosta since it was purchased here. We were not aware of any additional issues the customer had until we received this complaint from the BBB. We will be glad to relook at the vehicle and try to duplicate the transmission issue. The customer did purchase a vehicle service contract which would most likely cover any repairs, if needed. 

  We never like for our customers to have issues with their vehicles after purchase however there are several things to point out. 1) the vehicle did have 124229 miles at time of purchase, 2) the customer had an opportunity to take the vehicle to a technician to have it inspected prior to purchase, and 3) the customer has not allowed us to adequately diagnose if a transmission is even needed (they are using a second opinion from a non-GM dealer). But even if it is needed, the customer has an extended service contract to cover most, if not all, of the costs of repairs. 

  I do not believe that Prince Automotive of Valdosta has done anything wrong. We allowed the customer to return their first purchase and certainly did not have to do that. At this point, I would advise that the customer reach out to us to schedule a service appointment in Valdosta so that we an adequately determine what is wrong with their vehicle, if anything.  There are many ways to handle a situation and I believe contacting management is the better solution so hopefully the customer will reach out. 

  Thank you

  *** ******
  ****** ********** ** ********* **** 

   

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