ComplaintsforFive Star Chevrolet Buick GMC Cadillac

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a coupon for car service for 59.00. The offer included oil change, Tire rotation, Check Brakes, etc. My wife brought the vehicle up there as I am *****. They found a radiator leak and I declined repair as my son can repair that for me. I found that they charged me an additional 198.00 over the 59.00. They said it was authorized by my wife, but she does not recall them disclosing the extra cost. She does not speak very good english. They said it was for a diagnostic check. All I wanted was the service offered in the 59.00 coupon.

  Business response

  11/09/2023

  Hello,
  
  The customer brought their vehicle to us on *****2023 at 12:55pm. The vehicle was written up for the following items by the Service Advisor: lube oil and filter, rotate tires and customer states vehicle has a strong coolant smell. The customer signed the repair order and initialed next to the line that quotes the diagnostic amount which would be for checking the coolant smell concern. The oil and filter changer, tire rotation were completed and a technician performed a diagnostic inspection of the vehicle for the coolant smell. The inspection of the coolant smell found the coolant reservoir leaking, engine cooler leaking and valve cover leaking. The customer declined all of the repairs found during the diagnostic inspection. The last visit on record for this vehicle was *****/2016 with 14,158 miles, vehicle currently has 87,481 miles. All documentation with signatures attached for reference.

  Despite all the facts and documentation provided, as a gesture of goodwill ,we will provide a one time reimbursement to the customer in the amount of $198.00 as requested.

   

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took wife's car in to correct problem with throtlle position sensor on the **** of sept. Car was kept for 3 weeks. We continued checking on it every few days with info, but rarely they called back. Finally after three weeks we were told it was ready, after paying a 1400 bill. We did not make it 10 miles when same problem happened again. Also they replaced plugs we didn't tell them to. And now they want call us when I called three times asking for service manager??

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/11) */ The customer brought their vehicle in for a " CEL illuminated with reduced engine power and traction control system issue messages displayed" on September *** 2022 at 1:35pm. During the duration of the vehicle in the service department, we have several documented phone calls that took place with Mrs. ********. The first phone call occurred on ********* at 10:26am. The Service Advisor contact Mrs. ******* to advise her of the technicians findings. The first item addressed pertained to the gas pedal linkage and connector that need to be replaced, additionally the technician found a few other items; the computer software needed to be updated, perform a Fuel induction/ cleaning service and also replace spark plugs. All of those items combined would cost $2495 plus tax. Mrs. ******** inquired as to how long this would take and was advised it could take up to 3 days to get the sensor. Mrs. ******** responded with " ok sounds good" The next documented call took place on ********* at 4:18pm. Mrs; ******** was retuning a phone message from the Service Advisor. Mrs. ******** proceeded to advise the advisor that her husband had been attempting to locate the pedal and sensor without any luck ( previous conversation that we were unable to order the discontinued gas pedal/linkage). Mrs. ******** wanted to know if it was possible to just replace the sensor on the pedal and update the computer. The service advisor stated " As a policy of full transparency, if we try this and doesn't fix the car, she would still be responsible for the repair attempt" Mrs. ******** stated she understands and the Advisor stated he would attempt to source the sensor only. On ********* at 1:56pm, Mrs. ******** called to inquire about the status of her vehicle. The Service Advisor advised Mrs. ******** that we were having trouble locating a sensor, as well as the correct sensor because there are two possible options and no schematic to differentiate the correct one. Mrs. ******** asked if anything had been done to her car and was advised that we had not because were had not been able to locate the sensor. The Advisor stated he did not want to do the other work to the car if it wasn't going to help with the sensor repair. Mrs. ******** immediately stated that we aren't going to find the pedal because GM even told her that as well. She stated we are just going to have to forget the pedal and update the computer so she can get car " she knows how to drive the car without it" The Service Advisor apologized and stated that he would get with the technician and tell him to proceed with the other items that they had discussed without the sensor. Those items (computer reprogram, fuel induction service and spark plugs) were completed and the customer advised the car was ready. Consumer Response /* (3000, 7, 2022/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fuel system should have been left alone, it did not need cleaning as we ha a new throttle body put on and system cleaned several weeks earlier. The 1 st time we brought in to five star they found a broke wire, charged1800 for that. They now constantly email wife wanting her to trade?? And my wife insistes she did not tell them to change plugs. I have every intention of contacting gm over this matter. We trusted five star and now believe they took advantage over my wife not understanding what was going on with repair. Business Response /* (4000, 9, 2022/10/12) */ The recommendation of the Fuel System service and the spark plugs were approved via documented phone call on the initial call with the findings of the technician. The previous repair for $1800 was on ********* 138,248 miles and was for a issue with the anti-theft mode, no start concern; which are totally different than the concern that was most recently addressed. Five Star made every attempt to advise and be transparent throughout the process.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had My truck towed to this dealer almost 3 weeks ago and they have not diagnosed the issue after telling me on day 3 they "thought it was one 3 things." I have Notified General Motors and they would not resolve the issue either. I am Without a vehicle for all this time. I asked for a loaner vehicle since my truck is STILL under warranty and they said they would not give me one. I want To be compensated for the time without a vehicle and I want My truck to be fixed with a new transmission. This is the 2nd time my truck has been in for transmission service in 3 months, and they have not fixed it. The 1st time i took my truck to the shop they told me they would "only change the trans fluid." This time they have had it for almost 3 weeks, with no result. I was told the 1st time I took my truck to the shop, they have a known issue with the 2018 GMC Sierra models. This being true, I believe They are intentionally not fixing my truck. Yet they have called me twice to offer to buy it, WHILE THEY HAVE IT AT THE SHOP. HOW CAN YOU OFFER TO BUY MY TRUCK BUT WILL NOT FIX IT? This is unacceptable.

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/09/22) */ The first visit to our service department was on ******** with 48,924 for a vibration concern, no repairs. Second visit was ******* with 49,247 miles stating vehicle feels like it is riding over rumble strips. Per warranty policy and procedures, the first step to repair this concern is to make sure the transmission fluid is the most current fluid available. The fluid can sometimes correct the rumble vibration concern. A transmission fluid exchange was completed on vehicle and the vehicle was returned after completion of fluid exchange. The third visit to service was ********* 50,576 miles stating vehicle will not shift of of first and second gear. The current status of the vehicle is that the transmission wiring harness has a possible short causing potential communication issues. The harness has been ordered and expected to be worked on by ********** The harness is the first step in the diagnosis chart, next step is to replace the **** Upon completion of harness, the vehicle will be driven to verify repairs or any further concerns. The transmission can only be rebuilt or replaced if a specific concern is identified justifying said replacement/repair. Currently above repair is being covered by GM warranty and not at the expense of the customer. Loaner vehicles are not available to provide to customers. The customer has been contacted numerous times and spoken in person to numerous staff regarding his vehicle on multiple occasions. GM has also been in contact with our service department regrading the customers vehicle. We are attempting to expedite repairs to get vehicle returned to customer as soon as possible.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I came in at 8am for an engine light and oil change. About an hour later I was told "Mr ***** you need a fuel pump control module. I said " okay". About 45 min later Ms Johnson gave me the prices of all the work associated with the job. I agreed. At 12:38pm I paid 1355.00 for the work and was on my way. I drive approximately 1.6 miles and the vehicle engine light cam on and the truck shut of in the middle of the highway. I called Five star and Ms. Johnson said"give me a minute and I'll call you back. Someone form the dealership showed up to my location and checked the code once again. He told me" well I told her that we should change the module before changing the fuel pump. This sounds like it's the fuel pump". He called Ms. Johnson back after a few minutes he handed me his phone and she told me"We tried the module first but I guess the new module now needs a fuel pump. Bring it back to the and I'll ask my manager to see if we can help with this cost". I asked" so will you be sending a tow truck. She said, " Mr ***** I don't know why we don't have a tow truck but we don't so you will need to call one. The technician before leaving me in the middle of the road said" is there anything else I can do for you?" I wish I could fix it". I told him I guess not. 35 minutes of being in the middle of the highway the towing service I called picked me and my vehicle up and brought me to the dealer. I arrived around 1:18. MsJohnson asked where is your vehicle and At about 2pm a technician came out to retrieve my vehicle. At 2:26pm Ms. Johnson gave me the price of of an additional 1038.00. She said " my manager drop the price to 838.00. I told her to do the work. About 4:20pm my truck was finished. The technician came out and spoke with me and said he hopes this will work. So ultimately I was charged for the items below that did fix the engine light diagnosis. In order to make this right I am requesting that you refund me these charges below. After 8 hours of service of my day w

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/07/21) */ Mr. ***** brought his vehicle into service on ********* AT 8:03AM. The customer repair order was written for a complimentary multi-point inspection, check engine light, oil and filter change. The diagnostic for the check engine light found code ***** and ***** due to intermittent short within the fuel pump flow module. It was recommended and approved by the customer to replace the fuel pump flow module to correct codes in system, as well as a fuel flow issue. The customer was advised that the fuel pump could also need replacing, however they had to start with the direct code of failure. The customer also had a Fuel system service (maintenance item) completed and a evaporator service (maintenance item) completed. The total amount of the invoice with all services was $1,355.54. Upon completion of repairs, the codes were no longer present, and all systems were operating. The customer picked up the vehicle and unfortunately the vehicle broke down again while driving. The customer stated it shut off and did not start back up. The vehicle was towed back to the shop for diagnosis. The technician found the fuel pump failed and needed to be replaced. The customer approved the repair and was given a discount in the total cost of the repair in leu of the money spent on the previous repair for the module. The total cost of the repair was $834.84. We feel that the repairs performed on the vehicle were specific to the failures the vehicle exhibited during diagnosis and performed as required by repair manual. To satisfy the customer's request, Five Star is willing to refund the customer for the initial repair of the fuel pump module which was a total of $590.66. As stated previously this is purely an attempt of customer satisfaction and not wrongdoing. Consumer Response /* (450, 12, 2022/08/04) */ Five star contacted me and we were able to come to an agreement.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I decided to go test drive a truck I have been wanting for a while. The price was ok and I decided to purchase the vehicle. I gave the 9000 down and signed the papers and was done. The next day they called and told me I needed to come back and sign more papers. I told them that sounded like bait and switch to me and I was not ok with that. They told me they would send a driver to get their truck. I called my lawyer and he told me the best thing to do was take the truck back, get my deposit back and be done with the deal. If that is the way they treat thier customers, I do. Or want to be a customer. I was done this same way when I was in my 20s by the same company. It's just not right. I can't believe they are accredited.

  Business response

  07/13/2022

  Business Response /* (1000, 8, 2021/12/31) */ The banks were closed when he origanlly signed, rate only changed .10% and we attempted to resign customer at same payment. We backed out the deal and moved on. Business will have no further contact with the customer.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a 2021 GMC Terrain from Five Star Chevrolet in December 2020. This car was sold to me under the impression that it had the "Permaplate" paint protection on it, which of course increased the cost of the vehicle. Said coating would supposedly protect the paint. Over the summer of 2021, I noticed paint has flaked off on two spots on my car. I messaged the company about it and they said someone would contact me. No one ever did. I mentioned this issue at my next service appointment and was given the run-around about getting information for the warranty coverage of the issue. I went to their body shop and had the manager look at it, photograph it, and set up a quote that he would send to the dealership. He said they would contact me, which was what I was told at the dealership before I went to the body shop. It has been a month and a half and I haven't heard back from these people. I have also reached out to the body shop manager and haven't heard back from him either. This paint coating was a waste of money if paint randomly flakes off a new car without cause in less than a year of ownership. The company should stop ripping people off with this "Permaplate" nonsense. They should also pay the estimated ~$1,000 to fix the paint job on my car.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/11/23) */ I have spoke to ******** and apologized for the miscommunication, and have invited her out to the dealership next week and we will handle the issues with the paint concerns at her convenience. She is bringing it to us Monday night and we will have it repaired on Tuesday. Consumer Response /* (2000, 7, 2021/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the dealership for service with a complaint about a noise coming from the rear of my vehicle on ******* and a check engine light. On that day I was told I needed an ECM and a new front hub assembly. I was quoted $ 1494.10 I told the service person (Keith ********* to repair the ECM which was $904 and I would return at a later date for the remainder of the repairs. Although I was told the vehicle would be ready the same day, it would be 6 days later before the work was completed. I returned on **** to have the front hub assembly replaced. I reminded the service guy again (Keith) that the noise was coming from the rear of the vehicle and asked if they were sure that was the issue. He assured me that it was. I went to pick up my car on Friday **** only to find that I was overcharged ($1050 which was adjusted $200 after I complained that I was previously quoted a different amount) And my car was still not repaired because it still made the same noise that I brought it in for. ***

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/10/06) */ Vehicle is currently at our facility. We have been unable to duplicate customer's concern with the vehicle at this time. We will continue to attempt to address customer's concern. Consumer Response /* (3000, 7, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by Keith ******** to come and pick up my vehicle and return the loaner on **** (as it was being sold) I was told you would order parts for the repair that needed to be done and I could return my vehicle (again) to then be repaired. During the last service visit I received an ****** alert that my front passenger tire was flat. At this point I'm not even comfortable with this dealership repairing my vehicle and I'd like a full refund on the previous service provided as it was a misdiagnosis and was not needed at all. I am tired of driving in unsafe conditions with my children and I have arranged for a mechanic at a different facility to take care of it for me. Business Response /* (4000, 9, 2021/10/13) */ Dealer agrees to refund customer $804.16. Customer paid using their **** credit card. Dealer request customer return to dealer with their CC so refund can be issued back to CC. Dealer also request customer see Keith ******** or Marcus ******* when they return as they have knowledge of the situation.

*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. ↩