ComplaintsforPhillips Chevrolet of Bradley, LLC

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/31/23 the engine on my vehicle had a misfire on cylinder 6 and I took it to Phillips Chevrolet to be repaired. After the diagnosis it was determined that a new engine was required. Phillips then contacted ************** to order a new engine which was backordered, and I had to wait 3.5 months before they were able to repair the car. In the meantime, Phillips had given me a loaner for approximately 3 weeks which they then took away and told me I had to get a rental car because they did not have another loaner. The total cost of renting a car was $8,700 over the course of 3 months which was reimbursed in January by **************. My vehicle was fixed on November 24th 2023 and I paid $6970.60 for the repairs. ************** did give me a goodwill pricing for the engine and authorized Phillips to give discounted labor cost. We had the vehicle back for less than 3 months with a new engine when we took the vehicle to Deipholz Chevrolet in Charleston, ** on 2/16/24 to have the oil changed and look at other repairs that were needed. The technician at Deipholz removed the oil filter and found metal shavings in the oil and would need another new engine. Deipholz determined the metal shavings were due to the previous repair at Phillips because the technicians did not replace oil cooler lines as well as other parts that needed to be replaced due to previous engine failure. ************** is willing to cover the cost of the engine replacement this time, but I am out a vehicle again after spending $6970.60 the first time. I paid for a service from Phillips Chevrolet that ultimately, I did not receive since the motor had to be replaced again. When I reached out to Phillips, the Director of Operations did not understand how metal in the oil could possibly warrant an engine replacement and told me there was nothing they could do since ************** was covering the second repair but the issue is not with **************, it is with the services received from Phillips.

  

  Business response

  02/28/2024

  We would like to extend our most sincere apologies for the recent issue with Mr.Hamiltons vehicle. ******************** brought his vehicle in for check engine light/miss fire concern on 7/31/23.  Upon diagnosis we deemed that cylinder at 6 was the root cause and replacing the engine was the best course of action. The engines powertrain warranty of the vehicle had expired at ****** miles. ** the time of write up his vehicle had ******* miles on meaning there would have to be an out of pocket expense to repair the vehicle. To assist in making the repair most cost effective we ran a policy calculator to get assistance from *************** The warranty parts and labor cost for the replacement engine was $11616.94 after requesting help from ************** we were able to get the repair down to an out of pocket expense of $6,970.60. ******************** was placed in one of our rental vehicles from July 31, 2023 until August 26, 2023 as we waited for the new engine to arrive.Unfortunately, as the weeks passed we were informed the engine had no further ETA other than a vague back order status from Chevrolet. We had the engine order case escalated within Chevrolet to the highest degree involving all necessary outlets. Regrettably we had to remove ******************** from the rental vehicle we were letting him use at no charge to him and no reimbursement from ************** which would normally have a charge of $45.00 per day for a total value of $1170.00 due to this back-order delay being caused by ************** and not Phillips Chevrolet. ** that time, we advised the customer to reach out to ************** corporate to assist in placing them in a rental car for further reimbursement.Once the engine arrived the vehicle was a top priority in the shop and was completed by November 24, 2023. We request the maximum assistance to from *************** The $6,970.60 that was paid to Phillips Chevrolet of Bradley was the policy adjustment of the claim that ************** did not cover.  The total repair claim submitted to ************** was $11616.94.  The portion ************** did not cover was the only amount that ******************** was asked to participate.  ******************** did contact Phillips Auto Group stating there was a failure noticed by another dealer February 16, 2024.  We offered to tow the vehicle back to our facility for inspection. He stated that the Chevrolet dealer in ********** is repairing the vehicle under warranty and he does not want us working on it.

  Customer response

  03/01/2024

   
  Complaint: 21348929
  
  I am rejecting this response because:
  

  Regardless of the discount provided by GM, I paid the $6970.60 to Phillips to repair my vehicle and it was not repaired. Phillips continues to state the engine needing replaced due to the cylinder 6 failure. What they fail to acknowledge is that the failure in the cylinder was due to a piston breaking apart and missing which caused grooves into the cylinder wall which is clearly stated in the service record. Such damage caused metal shavings to be in the whole engine system as well as various parts that are required to be replaced when metal gets into the system. The service record stated engine needed replaced along with the required parts associated. Phillips only replaced engine and flushed the system but did not replace parts required. Which caused metal shavings to enter into the brand new motor. The technician then lied and stated it was just a cylinder compression failure but the service record states otherwise. I am still requesting a full refund for services not provided since my car was not repaired as it should have been. I am also requesting additional payment for 2 rotors I paid for that were not installed. Bringing the total to $7489.01 for all services paid for but not provided.

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

  

  Business response

  03/04/2024

  The $6970.60 was not a discount but the balance due after the goodwill adjustment from *************** The piston failure as stated can and will cause a loss of compression. The repairs stated on the repair order are the repairs that were completed on the vehicle. The brake rotors were replaced as stated on repair order 963768.  The repairs completed on Mr. ********* vehicle do carry a ************** warranty.  ******************** was not charged for any repairs or component replacement that were not performed. Phillips Chevrolet of Bradley will not be issuing a refund.

  Customer response

  03/04/2024

   
  Complaint: 21348929
  
  I am rejecting this response because:

  Clearly Phillips has misunderstood. T

  I am fully aware that the $6970.60 was the balance due to Phillips AFTER the discount FROM GM. Also as stated yes the piston failure will cause a loss of compression, what it will also cause is metal shavings in the engine system that, when not properly cleaned and parts not replaced, can damage or degrade a new motor. I paid for my vehicle to be fixed the proper way to not have this issue. I was driving the vehicle with the new engine for less than 3 months when it needed another new engine because Phillips did not perform the service correctly. Sevice statement stated "replace engine and all necessary parts". The necessary parts were not replaced causing the metal shavings to be left in the system to degrade the new motor. 

  As for the brake rotors, only 2 on the rear end were replaced after I was charged for 4. Deipholz Chevrolet confirmed the rotors on the front end were not replaced. If both rotors were replaced at the same time, they would have "close" to the same wear, but the front rotors were severely degraded. I am still seeking full refund for all services. 

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

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from the dealership in August of 2021. The engine blew and it is in the shop under manufacturers recall warranty. The dealership is supposed to supply a courtesy car until the repair is completed. This has been estimated between 6 weeks and 3 months. They do not have a car and want me to rent one at $350.00 a week that will be partially reimbursed when my car is ready (again - up to 3 months), if i can even get one because of a shortage? I need a car - its the responsibility of the dealership to provide one.

  

  Business response

  09/27/2022

  Our Service Manager, *****************************, spoke to ***********************. This issue has been resolved. ************** will pick up loaner today. Thank you!

  Customer response

  09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Phillips went above and beyond to make sure I had a loaner car today. I am VERY appreciative!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in to be repaired on 8/29/22. It was "completed" on 8/30/22. On 8/31/22, my service engine light came on AGAIN, less than 24 hours later. I brought it back in that day to see if it was drivable because I was going out of town the next day 9/1/22. They told me it was a DIFFERENT reason, the purge valve. i don't know why they didn't catch that the day before but they assured me it was drivable. My car stopped on me 3 TIMES while I was gone!!! ONCE while I was DRIVING, which is extremely DANGEROUS considering I was driving on the highway all weekend!!! My car actually drove worse AFTER they "fixed" it. I took my car to a different mechanic and they found that the purge valve was unplugged! Whether it was intentionally done or neglected to be put back together, the dealership at Phillips left it undone! I called to complain and tell them I'm reporting them simply due to how dangerous it could've been, and was told a supervisor would call me. The supervisor called me and told me she'd work on getting me my refund and she would speak to the person that serviced my car and would call me back the next day. It's been almost 48 hours with no refund and no call.

  

  Business response

  09/09/2022

  Our Service Manager, *****************************, spoke to **************** and they agreed on refund amount. If you require any further information, please contact ********* at ***************** or **************************************************************** Thank you!

  Customer response

  09/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am awaiting my refund. Will only contact if it hasn't been issued within the week discussed. 
  
  Sincerely,
  
  *****************************

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