Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Kendall GM of Nampa, *********************************************************************************************) for defrauding us and failing to repair a defective air conditioning compressor in our new GMC Yukon XL. Kendall ** not only refused to repair the defective part but also refused to sell the replacement part to a trusted mechanic. As a result, our family was left without air conditioning in 100F+ temperatures for over five weeks.Background:We purchased a new GMC Yukon XL from Kendall GM, and experienced repeated issues with the air conditioning compressor (OEM Part # ********), a known defective part under a class-action lawsuit. Despite the vehicle being under warranty, Kendall GM refused to replace the part and ignored our concerns.Defective Part Information:Defective Compressor Part Number: ******** New Compressor Part Number: ******** Timeline of Service Requests:Jan 24, 2023: Vehicle brought in for squealing noise; issue not replicated.May 16, 2023: Frayed belts; belt replaced but not compressor.Jun 14, 2023: Explicit request for compressor replacement; no action taken.Nov 6, 2023: No repair despite evidence of ongoing issue.Aug 2024: Compressor fails; mechanic unable to obtain part. Kendall ** refuses to sell part to non-GMC shop, forcing us to return the vehicle for ************* Charges:$200 diagnostic fee $1,310.80 labor (5.8 hours)$881.58 parts Total: $2,392.38 Despite warranty coverage, we were forced to pay for the repair. We paid under protest, as Kendall ** failed to honor the warranty and repair the defective compressor.Demand for Compensation:$2,392.38 for repair costs $1,200.00 for hardship (5 weeks without A/C)Total Owed: $3,592.38

  Business Response

  Date: 11/22/2024

  Kendall investigated the matter, and takes the position that it did not fail to make any repairs nor did it act in any unfair or deceptive manner. 
  The vehicle condition Customer indicated in his complaint was not documented until after the expiration of his base warranty. Kendall provided Customer with a quote for the repairs and Customer pre-paid for special order parts.  Thereafter, Customer indicated he did not want to pay for the repair, as he believed it should be covered under warranty. Kendall again informed the Customer that it fell outside his warranty. Kendall recommended Customer contact ** customer assistance to discuss his position on the warranty, as Kendall does not have the authority to make exceptions or extensions of said warranty.

  Customer Answer

  Date: 12/09/2024

  The response from Kendall GMC fails to address our concerns, and its evident that they do not hold a top rating with the BBB.
  
  Kendall GMC is deliberately misleading the BBB with false information. We have raised the critical issue of the defective compressor in each of our three service requests, and we possess audio recordings that confirm our conversations with Kendall. Furthermore, Mr. ****** ***** attempted to misrepresent the situation by claiming that the defective part was a superseding number for an identical replacement part. This is categorically false. The defective compressor part number #******** and the new compressor part number #******** are clearly two different parts. *** has ceased manufacturing defective part #********, and we have documented this conversation through an audio recording.
  
  It is unacceptable that our three service requests regarding the same issue were ignored until our vehicle was out of warranty. We expect the BBB to take action to inform the public about these deceptive practices, which have cost us considerable time and money. We expect the BBB to confront Kendall GMC and demand repayment as the issue arised while the vehicle was under warranty. We have also escalated this matter and filed claims with the ***************************** and the *******************************
  
  Regards
  *** ******

  Business Response

  Date: 12/26/2024

  Customer alleges that ******************** failed to repair a defective conditioning compression in his Vehicle. This is not an accurate representation of the matter. The complained of vehicle condition was not documented until after the expiration of his base warranty. Kendall was ready willing and able to perform the necessary repairs, but Customer was of the position that the warranty should cover the cost. An exception to the warranty expiration is not something Kendall has the authority to decide, that would fall on the manufacturer, which was explained to **************************************************** records indicate that the first complaint of a noise squeak sound from the engine was at ****** miles on 05/16/2023. Customer's Powertrain warranty covered the water pump replacement and belt. This repair is documented in Repair Order *******. However, by this time, the Base Warranty had expired.Several months later on 11/6/2023 at ****** miles Customer again experienced the squeak noise. However, technicians were unable to duplicate the sound,and thus no repairs were performed. This is recorded in Repair Order *******. A few days later on 11/14/2023 ************** *************************** was involved,and they recommended replacing the crankshaft pulley and Belt on the Engine.Kendall moved forward with these repairs and the ** Powertrain covered the cost. This is documented in Repair Order 1863077
  
  The following year, on 08/30/2024 at ****** miles, Customer brought his vehicle in with the complaint that it was blowing warm air. His ** had blown. Again, the base warranty was already expired this occurred upon reaching ****** miles.This was explained to Customer. He then attempted to take the Vehicle to an aftermarket shop for repairs, however they were not able to source the parts.Kendall provided a quote to Customer to perform the repair and he pre-paid for the special-order parts.
  
  On 09/18/2024  at ****** miles Customer came in for the ** Compressor to be installed that was ordered in accordance with the previous quote provided to and authorized by Customer. However, he then decided he did not want to pay for the repair, again maintaining it should be covered under warranty. Kendall explained that the first documented complaints of any issues were already out of base warranty. That takes it out of Kendalls ability to perform the repairs without charge. Kendall recommended that Customer contact ** customer assistance to discuss his position on the warranty, as Kendall does not have the authority to make exceptions or extensions of said warranty.
  
  Customer hand-wrote on his repair orders that he was paying under protest and indicated that the issues began April 26, 2021, which predates Customer's purchase of the vehicle and is not accurate. Furthermore, Customer has made allegations in different complaints that the air conditioning compressor is a known defective part under a class-action lawsuit which is also not accurate. To Kendalls knowledge, there was a class action lawsuit against ** for ** Condenser cracking and leaking refrigerant,which is a different and separate issue from the compressor failure Customer experienced. ******************** remains open and willing to perform the necessary repairs for the original quoted costs if Customer would like to proceed with the repairs.
  

  Customer Answer

  Date: 12/26/2024

  Complaint: 22553985
  
  I am rejecting this response because their response is a complete lie. They need to acknowledge the following recorded conversation. We can provide an audio file of the recording. They are covering a history of class action lawsuits for selling defective Air Compressors, details here:

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

  In a recorded conversation with Kendall GMC, they violate Idahos Consumer Protection Act ****** secs. 1,7, 16, and 17:

  RECORDED AUDIO:

  CUSTOMER: "Yeah, so this is the problem the later. (part) ********. ****. And is that part is discontinued?

  KENDALL GMC: "No, no, no, that is currently this is the current that's the current part number right there.. So, this is when you're taking out of the, well, they superseded the part, so it's the same part coming right of your car."

  Kendall GMC misrepresented the situation by claiming that the defective part was a superseding number for an identical replacement part. This is categorically false. The defective compressor part number #******** and the new compressor part number #******** are clearly two different parts. *** has ceased manufacturing defective part #********, and we have documented this conversation through an audio recording"

  This is a violation of Idahos Consumer Protection Act ****** secs. 1,7, 16, and 17:

  UNFAIR METHODS AND PRACTICES. The following unfair methods of competition and unfair or deceptive acts or practices in the conduct of any trade or commerce are hereby declared to be unlawful, where a person knows, or in the exercise of due care should know, that he has in the past, or is:
  (1)  Passing off goods or services as those of another;
  (7)  Representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are of another;
  (16) Representing that services, replacements or repairs are needed if they are not needed, or providing services, replacements or repairs that are not needed;
  (17) Engaging in any act or practice that is otherwise misleading, false, or deceptive to the consumer;
  
  Kendall GMC engaged in an "act or practice that is otherwise misleading, false, or deceptive to the consumer" by pushing us off three times in the replacing a known defective part until after the warranty expired, its in the recording. We also caught them lying specifically (1)  Passing off goods or services as those of another; and (7)  Representing that goods or services are of a particular standard, quality, or grade, or that goods are of a particular style or model, if they are of another; trying to pass off a defective part as a superseding number, also in the recording. 

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

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a 2025 EV Silverado **** $39,900 over two years ago. I was told today, that is now $61,000 on the phone with *************************** **************. I provided the dealership with my documentation and reservation number. I dont understand what the point of the reservation was if I dont get the vehicle sooner or for the **** it was when I Placed the reservation. I feel like I was mislead or tricked.

  Business Response

  Date: 08/16/2024

  While Kendall understands and sympathizes with the Customer's frustration, ******************** has no control over the **** increase. There is no resolution Kendall can provide the Customer, other than refunding his $100 deposit, which Kendall has already offered to do. The Customer did not purchase a vehicle; he submitted a reservation for a future vehicle. Chevrolet allows customers to reserve a vehicle to express interest in an upcoming model and get to the front of the line when they become available for purchase. A reservation might also offer customers access to colors, trims, and amenities that may not otherwise be available on dealership lots. Those are the benefits of the reservation. A reservation does not function as any type of price guarantee. The reservation process is dictated by the manufacturer, and there are disclaimers in place to ensure customers are not misled or tricked. On any given reservation it will provide an estimated starting ****;  this can be seen on the Customer's Order ID. The final **** amount may change depending on numerous factors and is solely determined by the manufacturer.Kendall has no control over the established ****.

• Initial Complaint

  Date:03/07/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our car broke down last September 2022 on a trip to *******. We looked up the closest *** ******* and found ourselves, dropping the car off at Kendall *** in *****, Idaho. When we purchased this car, we bought an extended warranty through a third-party And we began going through the paperwork to get that started. We were told that they were very busy and understaffed and that they would not be able to get to our vehicle for several weeks. we understood as we had no options left. fast forward to December approximately 12 weeks later they finally stated on ******************************************************** the next week. Fast forward to the end of January when they supposedly began working on our car, we began communicating with the service department regarding the timeline of the potential repairs. We were told the head needed to be rebuilt and they were sending it off the beginning of February to be rebuilt by an outside machine shop. Again we continue to receive information that our car would be done in the next couple days four weeks, here we are in 1 March and we continue to receive false information and lies specific to when our vehicle will be worked on and finished every time we call them they tell us itll be done in the next couple days at this point, we dont believe anything they are telling us we are at a loss considering we live in ********** and cannot actually visit this dealership in person. Kendall *** has had our vehicle for almost 6 months now this is bad business bad practice and unacceptable for us to be left without our family vehicle for six months, and no end in sight.

  Customer Answer

  Date: 03/13/2023

  Hello *******, 
  
  Thank you for getting back to me. 
  Yes the matter has been resolved. 
  
  Thank you for your help.
  
  ***********;
  

  
  

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2022 Silverado LTZ form Kendall back in March of this year. When I purchased the truck, ***** was offering a $1000 dollar credit towards certain accessories through the dealerships accessory department. I chose to have the hard style, folding tonneau cover installed. Once it was installed the accessory guy came out to the parking lot and showed me how to use it. He gave me very thorough instructions on how it operates, how to fold it into the open position while being in use and when hauling item in the bed of the truck. I made an appointment to have the truck serviced and have some items taken care of that were wrong with the truck. I explained to him that I have maybe opened the cover six times since I have owned the truck. I then told him that two days prior while picking up a dirt bike for my daughter, while the cover was opened all the way, both clips broke off in the holders, and the cover banged against the cab of my truck causing damage. With the cover hitting the cab it caused dents on both sides of the cab and chipped the paint down to the metal on the passenger side. **** told me that it was an aftermarket item and that he would have to send it over to the accessory department for inspection. He then suggested that we walk outside to look at the issues. We walked out to the parking lot and he climbed ** in the bed of the truck and looked at the damage. He then repeated what he said about not driving the truck with the cover in the open position. He then told me what I am supposed to do is, you need to remove the entire cover off of the truck every time you are going to haul something that will take up the entire bed. I replied, wait, how am I supposed to remove the entire thing without damaging the truck, I live alone. He said, Oh it is pretty easy to do, you just need to remove the bolts and pull it off. I told him that I was never told this and if this is in fact the way it needs to be done

  Business Response

  Date: 10/17/2022

  Have left messages with customer to call me to work on resolution.  Still waiting to hear from them.

  Customer Answer

  Date: 11/03/2022

  Hi,
  
   I did receive a phone call from the manager, ***************** ************ and I have tried to call him back on three separate occasions with no luck contacting him, nor even having a return call from anyone.  I would like this case to be reopened until they have satisfied the claim.
  
  Best Regards,
  

  
  

• Initial Complaint

  Date:07/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2015 i bought a used 2013 Kia ******** EX at Edmark in *****. I began bringing in the car for problems plus my regular scheduled maintenance. the ownership changed to Kendall. problems, such as knocking noise in front passenger side, windows not working, trouble with seats, with sunroof, chrome peeling, but also for my regular maintenance. In 2018 relocated to take a position in ************ ******. I could not get on their schedule easily because i was on call at the hospital 15 days every month. Since my extended warranty had ended i continued maintenance in my area because it was more time efficient and cheaper. I live 3 hours away from a ******ship in all directions. Kendall always told me that nothing was wrong regarding my complaints. then in 2020 I returned taking a permanent position here in *****. Continued my maintained oil air filters etc. going to *********** in June of 2022 i was driving when i accelerated to merge into my right turn........nothing.......the car was silent. wouldn't accelerate slowed to rest in the middle of the road. Had it towed to the mechanic who just put in a new battery, i thought? I was told nothing is responding. I called KIA **** asked if they knew of recalls or what it could be, I was told of two recalls to tow it to a KIA ****** ASAP. towed it to Kendall that's where I got it. at least they'd have all the records of my complaints I have made over the years. was told that it would be 5 weeks to get a diagnostic. asked for a loaner. was told they didn't have any. began taking Uber and Lyft to work. day or two later was asking what I should do, it was then they saw all my complaints all of a sudden, they had a loaner they diagnosed my car. was the engine, it seized. it fell under the recalls, the 100,000/10 year. (Mine is ****** and 9 years) the lemon law. BUT they tossed my car in a pile of cars in a dirt lot. they were rude using snide remarks degrading comments and demanded their loaner back.i am without a car.

• Initial Complaint

  Date:05/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2021 I purchased a 2017 ********** Lancer from Kendall Auto Mall in ***** Idaho. Great experience with the salesman and the finance manager! However, all went downhill when I went to the service department. I was assigned a service consultant buy the name of ***. Along with the Lancer I have a Warranty. On March 24th I received an oil change and a service check on my air conditioner. Found a clicking noise in my air conditioner. *** said component would cost $500 and ********** would have to repair it. Stated the part would be in one week.March 25th called ***. No response.March 29th called ***. No response.April 1st called ***. No response.April 4th called ***. No response.April 12th called ***. No response.April 27th called *** regarding part no response.April 28th ******* called me stated *** asked her to call me regarding part not in.May 5th *** called about component being in said "****** at ********** would be handling my car".May 18th called *** to inquire about labor being covered and no return phone call from ***.At this point I have not heard from **** *******, or ******.