ComplaintsforPhillips Chevrolet of Lansing, Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been getting sales calls at least weekly for a couple of months. I have never done any business with this car dealer who is 50 miles from my house. I have informed them that they have the wrong number, both by online chat and by phone. All they did was try to sell me a car, and the calls just keep coming. The messages are for ***************************** who had my cell phone number more than 5 years ago. I just want the calls to stop. A business should be limited on how many unanswered call attempts they can make. At some point they should have the common sense to know they have the wrong number or that the customer does not want to do business with them.

  

  Business response

  07/03/2024

  We apologize for the misunderstanding and have removed you from our records.  

  Customer response

  07/10/2024

   
  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.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into Phillips ***** in Lansing on 11/16/2023. I went to the parts department to inform them of Brake Dust. I spoke with a gentleman in parts about the issue. I asked if they had ceramic brake pads and the cost of those Pads. I was given a price of ******, never being told that this was just front brake pads only and they were not ceramic. I asked once again were they ceramic and was told yes. I paid a total of 975. 58.(It was not ****** that gave me this information however is name is listed as on the invoice). On 11/22/2023 I went in to pick up the brakes and have them installed. ***** was at the counter this time and I gave him the invoice number and he brought the brake pads back to the front. I asked if that was it, he explained yes. I explained at that time that this is not what I thought I was getting. He doubled checked invoice and explained that this was all that was ordered, and he apologized. I asked him for a quote on rear and he provided it to me. I am still at this point under the impression that the brakes I have are ceramic per my discussion on 11/16/2023. I paid an additional 150 to have the pads I purchased installed. On 11/24/2023 I did some research and called back to the parts department and that is when it was explained that these were not ceramic brake pads, they are replacement pads. There was no wear and tear on the brake pads they were fine with the exception of the dust. Had it been disclosed to me prior to purchase and installation of these NON-CERMAIC Pads I would not have purchased or had them installed. The Parts advisor on 11/16/2023 was very misleading, and as a result I am now out of $1125.58.

  

  Business response

  11/28/2023

  We would like to thank you for talking with our Manager to discuss your concerns and work towards a resolution. We apologize for any misunderstandings and remain committed to our customers and their satisfaction. A refund has been issued and received by the customer.

  Customer response

  12/01/2023

   
  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 worked directly with ********* she understood the issue and addressed the mis-Communiations between the **************** and granted me a refund right away. I truly appreciate that there are still businesses that values customers. Thank you so Much to BBB and more specifically *********************************.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have been taking my vehicle back to the dealership starting back in September 2022 - April 2023 more than 10 times for electrical problems/ check engine light. They have it for a couple of days and says it ready to return right back with the same problems, it started around ***** miles and I got ****** miles on it, I brought my vehicle brand new. The last visit was April 17th 2023 and they had it all week, I picked my vehicle up April 21st 2023 , got 2 miles and the check engine light came back on went right back up there, was told the service manager will get involved and haven't heard from him to bring it back in, have even been In contacted with ************************** a few times with little or no help have a claim but that's no help, asked to speak to a supervisor at ************************** but was denied, have a claim number and the representative name that told me no supervisor will talk to me

  

  Business response

  05/09/2023

  We would like to extend our most sincere apologies for the issues with **************** vehicle.  We have worked with GM Engineering to ensure we have had the proper fix for these issues. Each visit has been covered under the warranty. At **************** last visit we could not duplicate the error and the check engine light did not come on. We appreciate **************** talking with our Service Managers to discuss his concerns and work towards a resolution. We look forward to seeing him first thing tomorrow morning. As discussed with ****************, he will be using one of our loaners so we can then do an extensive diagnosis of the check-engine light.
  

  Customer response

  05/09/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 ************ on May 27, 2022 as a birthday gift to myself. I started having problems that same day, it started with losing tire pressure as I drove off the lot after being told the tires was brand new. I couldnt even drive the car to my birthday event. Also that same day it was problems with the radio, they claimed to have fixed it and it was fine. Shortly after that I started having problems with the radio again and the gear shift. I brought it in, they gave me a brand new radio and a new gear shift. The car was running fine up until I got a oil change at the ***** Lansing dealership. I started having problem with the car picking up on speed, my check engine light came on, after being in the car for about 20 minutes the car wouldnt start at all. I brought it back to let them know my concern and they pivoted into trying to get my social for a trade in for a 22. I havent had the car no more for 6 months and Ive been back at service more than 3 times for different problems. I even saw that it was a recall on the car. Its unacceptable that Ive been having all these problems with the car I just purchased and havent got the help I need. Ive missed days of work for this problem and more. Im paying almost a $400 car note for to keep having different problems with this vehicle.

  

  Business response

  11/28/2022

  We would like to extend our most sincere apologies for the recent issues with the customers vehicle.
  On 5/31 the customer brought in her vehicle because a tire was losing air.  The tires were brand new, but there was an issue with the **** Sensor. We replaced that at no charge.
  On 8/26 the customer brought in the vehicle for the buttons on the radio not working and an issue with the shirt/park light.  We replaced and installed both a new radio and shift kit. Again, at no charge to the customer.
  On 11/5 the customer brought in the vehicle for an oil change. After that visit the customer experienced an issue with the vehicle and came in to have us look at it. We could not duplicate this issue and nothing comes up with diagnostic codes.  We cannot repair something that we cannot see is faulty.   We also do not know if this was a one-time experience or if it has happened again.
  As far as we know all the previous issues have been taken care of, and there has been no cost for repairs to the customer.
  We ask that the customer contact us at her earliest convenience so we can reevaluate the issue and try to duplicate the issue again. 

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive purchased a ***************************************************************************************************************************** for a NEW ************************************************************** issues just like the Malibu. My dash board was going in and out , the speedometer wouldnt move, radio going out. I took it to get checked out and was always told they dont see an issue , no codes and that it happens all the time. After taking it almost 5 times with the same issue no solution they say its my cluster and its not fixable and to trade it in. Now here I am with a brand new 2022 Equinox and not even a week later .SAME ISSUES with the entire dash , radio , lights and alerts going off, gps not working , Literally the same issues Ive already experienced on my other two cars purchased at this same location and of course no solution besides cars have glitches. At this point Im convinced they are selling lemons ! Its no way this is my third car from this location and they all giving me the same issues especially when they are supposed to be BRAND NEW. Im not satisfied , they ****** of lansing* dont help resolve my issues or even care about my concerns. Its no way my BRAND NEW CAR should be having dashboard problems after two weeks. THEY ARE SELLING LEMON CARS AND IM READY TO TAKE LEGAL ACTION!

  

  Business response

  08/08/2022

  On 10/29/2020 ******************** traded in her 2013 Malibu for a 2020 Trax. The vehicle had ******* miles on it.
  On 6/27/2022 ******************** brought in her Trax with display issues. We ordered a new instrument panel cluster. The part was on backorder. ******************* then traded in her Trax for a 2022 Equinox.  
  In July the customer let us know she is having issues with the video / display freezing up. ******************** has video of this occurring.  She brought her vehicle in, but the issue is intermittent and we cannot duplicate it. On August 1 we opened up a case with GM Engineering. They are reviewing the case and we are awaiting their recommended plan of action.
  We are working diligently with the manufacturer and ******************* to resolve her case. We are also currently working with ******************** and looking at other options.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 ***** Trax from Phillips Chevrolet of Lansing, ** on May 14,2021 with ****** miles with manufacturers warranty. The following day my vehicle was displaying messages, engine was idling down, power, and overheating. I called Phillips Chevrolet in Lansing for these problems started occurring. I took the vehicle in 5/17/21, Phillips Chevrolet ************ claimed they fixed the problem and replaced the cooling fan, purge valve etc. 6/28/21 another repair happened, at this point I was at the dealership service ***** I wanted my deposit of $2,000 and wanted them to have the vehicle back. I spoke to a ***** **** and a *****. Basically, the dealership wanted me to re-apply for re-financing to put me in a different car. I did not agree. The ran my credit on 5/14/2021 and here it is less than <45 days Im having major issues. As of 3/4/2022, my engine making noise so loud that it sounded like an metal being dragged down the street. At this point I found out from Phillips ***** my car is not under mfr warranty anymore. My engine light came on that my vehicle is overheating. A local mechanic towed my vehicle and took a look at my engine and find out the cooling fan was never replaced and purge valve was not replaced. Im so livid and I let these people take advantage of me and not do the repairs like their invoices said items were replaced. Attached are invoices, images from my dashboard. I have a couple more invoices as well. I have to find a way to scan additional docs to you. I DESIRED TO GET MY MONEY BACK FOR DEPOSIT AND REPAIRS. Do Not share my personal name, phone number, email address and mailing info with the public. Can bbb help me? Thank you!

  

  Business response

  03/11/2022

  We would like to extend our most sincere apologies for the recent issues with **************' vehicle and would like to work with her to get the repairs she needs complete.

  ************** purchased her 2019 Trax on 5/14/2021.

  On 5/17/2021 ************** brought the car in for overheating.  Repairs were made at no charge to **************.  The Repair Order is attached.  

  On 6/28/21 ************** brought the vehicle in for Service Engine Light on.  The Purge Valve was replaced.  These items were covered under the warranty and again there was no charge to **************
  

  ************** is still under the Powertrain warranty until ******* miles or 8/22/2025 (whichever comes first).

  With the Purge Valve being replaced, there is a Special Coverage for that part.  It is covered until 8/22/2034 or ******* miles (whichever comes first).

  ************** can take her vehicle to any GM Dealership and her warranties are effective. Local mechanics are usually not aware of warranties and do not do warranty work. 

  We would be happy to work with **************.  *************************************, our Store Manager, will personally work with ************** to get a diagnosis and see what her vehicle needs.  Again, she can also take her vehicle to any GM dealership and they will do the warranty work.

  Customer response

  03/12/2022

   
  Complaint: 16881613
  
  I am rejecting this response because: There was negligence done on behalf of Chevrolet dealership in Lansing.
  Before leaving I was told and shown that the vehicle had a full diagnostic completed and passed of check point, if so why was there 0% of oil in the vehicle ( let's keep in mind which was Liable to be my fault due to me not knowing there was absolutely 0% of oil in the vehicle. Due to my warranty, I'm not too do any Maintenance to or with vehicle this due to my bumper to bumper warranty. I was told whenever there's a issue to call the dealership and They are in fact to resolve the issue. Before my first repair on May 17, 2021 I had taken the vehicle in due to the check engine light displayed on my dashboard. I drove the car to the service department, upon my arrival the were several cars ahead. Their was a service worker approaching the vehicle, I'm assuming to find out their concern.
  When this Black man get to me I proceeded to roll my window down and exploded that I had a check engine light on my dashboard. FYI at that very moment the check engine light wasn't displayed. Which led the black service guy to tell me there's nothing displayed on the dash now and what ever the reason "it isn't there now, it must've fixed itself"I responded I'm definitely sure that's not how that works The black service guys reaches in my vehicle thru the window and check the dash menu and repeats the same response I Indicated.
  I don't have an invoice for that visit because the black man (*****) wouldn't let my vehicle to the Chaos checkpoint to check in my vehicle due to him approaching vehicles to ask the issue or concern. Due to no evidence, I left the dealership I was sure to be prepared when it happened again I was sure of it. When it did I was ready. I submitted photos of the car having zero oil percentage,engine overheated and I was stranded for three hours because ***** didn't respond correctly to my concerns or issue. Had I had been taken seriously and properly addressed the issue "Just maybe" It would've led up to the vehicle being dismissed instead of being looked at. The only reason I believe my vehicle was due to my personality photos that were taken with my cellphone.So how did the vehicle pass a diagnostic test with all these issues and concerns??  Negligence was done on the dealerships behalf which would've led to the engine locking because there was zero oil in the vehicle. 
  That's how I was able to argue my case due to the dealership not wanting to take care and respond to my concerns On May 17, 2021 They "replaced" the cooling fan and the radiator along with adding oil in the vehicle. All at no cost.My next visit to Lansing is as followed:  My check engine light appeared on my dashboard along with the percentage of my oil life which was at 14%. I called immediately to my an appointment for my oil changed and assure them about my check engine light as well. I remember the service department lady giving a service date like almost a week from call. I remember asking her are you the oil life is going to maintain until my appointment date and she responded "you'll be fine" 
  The day of my service date I was scheduled for an oil change Then they asked if I have one of my tires rotated I explain to the service guy that I would like to know why my check engine light is back on he explained to me that he will have the mechanics look at it find out the problem I'll take care of it I want to say about 40 to an hour the service guy return and explain to me the reason of my check engine light was because of a failed purge Vale tell needed to be replaced and that had been replaced before returning my car due to an appointment for an oil change They changed me for my oil change which was 55.00
  I didn't argue with the cashier department due to my car and not even have an oil when I got it I'm supposed to have a free oil change due to negligence on behalf of Chevrolet dealership in Lansing,  the cashier explained to me  She isn't aware of my concern and that she was told that my payment for my service was $55 I believe that I should not have paid the $55 due to the vehicle not even have an oil in it and then leave and Liable to whatever happens to that vehicle Well in my possession ******* change and purge valve was changed June 28,2021
  By Nov. 2021 it was time for another oil change I made an appointment for my oil change and had gotten my tires rotated due to the last visit was about the check engine light again 
  That cost me $73.00 Then the check engine light appeared again Feb. 09,2022
  When I called Chevrolet dealership in Lansing they said to bring the vehicle in 
  On Feb 11, 2022  only to tell me that my car warranty had expired and if I waned them to do a diagnostic test it will cost me ****** due to my car not being under warranty and if I can't pay out of pocket there's nothing we can do and started Chanting "so what do you wanna do," When I tell this man I don't have the money he then tells me 
  Have a good Day and walks away I was left standing in disbelief, hurt because I thought I was doing my best at taking care of my business and owning my Negligence I didn't want them to do the same but they have done nothing but made my life a living h*** will purposely even get in the vehicle was because my vehicle was giving me a problem that's a small problem now for another one So yes this is my argument and my reason why I refuse the business response I have left multiple voicemails I have called every individual rock they go sale which is supposed to be the manager **** he's my sales agent that help me with the process of the car This guy name ***** Whenever **** is an available or at ***** seems to be his go to guy. Since February 11 when I found out that I am not on the warranty I had to take my vehicle to another mechanic only to find out the cooling fan was damaged again and I had to have it repaired just recently for $300Along with the check engine light And now it's just later found out that my Catalytic converter needs to be replaced along with the trans is slipping
  
  Sincerely,
  
  Chelvas *****

  

  Business response

  03/17/2022

  We sincerely appreciate ************** working with us towards a resolution and bringing her vehicle in.

  Phillips Chevrolet of Lansing has refunded ************** for her oil change.

  She has received free diagnostics to assess the current situation with her vehicle.

  Parts have been ordered (one is on backorder) and ************** repairs will be covered under her warranty.

  Customer response

  03/20/2022

   
  Complaint: 16881613
  
  I am rejecting this response because:

  Good Morning 

  Myargument still stands! 
  They sold me a lemon car

  This vehicle has had a check engine light since the very first day I received it in my possession. And the moment I recognize it I bought the car in immediately with no hesitation and made no appointment. Each time I bring the vehicle in nothing is resolved. I provided the most recent invoice : Check engine light is still on.. Manny the service tech says nothing is wrong with car, that the service technician checked everything out and other than parts has been order and that he will call for me to bring the car back in for more repairs.

  Everytime they repair something I personally dont think this vehicle is even being repaired. They always returned it with the check engine light off but when I start driving the check engine light returns.

  My most recently visit I questioned all those things

  Why there was a 172 check point done when it really wasnt done.. Manny looked at me and said, I do not know

  I did asked Why since May15, Has this car had a check engine light on since I received the vehicle Manny looks at me again and says I do not know

  I toldManny I needed to talk to the Manager of all the departments. ***** said his name was ******

  I toldManny I need to assure his of some negligence that is going on in this dealership that he wasnt aware of. 
  At this point I am done trying to comply with folks that doesnt really care about the facts.. 

  The fact that this vehicle has had a check engine light on since I got in May 14, 2021

  The fact that I bought the car in for the next two days after receiving it with zero oil busted fan and radiator all in one and eventually the check engine light appeared again, when I inquired about the check engine light the service tech was inquiring about my tires and I repeated, I want to know about this check engine light not the tire rotation. 
  ****** wants to trade the car in and start a whole car note from the beginning or sale it back with me giving the difference of ***** to get out of the vehicle. ****** said, I only had two options. 
  But not once did he give the option of me going to another GM family to do a trade off due their GM not caring about my concerns or issues. 
  Even with the issues and concern I still made my payment believing they would accommodate me and fix the problem but instead I ended up with more problems 

  The busted fan they repaired on May 17, 2021 due to them explaining my expired warranty 

  I just repaired the fan they fixed back in May recently March 04,2022 it costed me $300 repair the same fan they fixed. I also replaced the up stream O2 censor because it was bad. The part cost me $50 and labor was $40

  Now my transmission is slipping, The Catalyst converter is clogged 

  Theres coolant fluid leaking, The down stream O2 censor is going bad as well.

  Feb.11 2022 When I was coming in to ask about the check engine light again and to get an oil change I was told about my expired  warranty and if I wanted a diagnosis test its gonna cost me $199 and reminded me again about my expired warranty which led me to leave. I then took my car to another location to have an oil change me to leave and get an oil change somewhere else. When I arrived I told them I was there for an oil change and diagnosis test for free. After my oil change, he did the test and he gave me a paper with all the codes that appeared on the screen.

  They explained that I received a refund for my oil changed which I havent received anything and that they owe me for three oil changes due to me recently trying to get my oil change and wasnt able too 

  This young service was able to share that I was sold alemon car and thought they could get over on you.

  He told me I was doing the right thing by fighting this case and that he was applause by the things I shared about vehicle 

  Every other day this ***************** call to hear an updated about the Car from H*** to find out if the dealership is doing their or accommodating as they should but their not

  I still made my payments in hopes of them doing their job, but instead theyve been taking my money and giving the run around about something their entitled to do and I thought making sure I and everything was ok.

   I never received a Courtesy call just ask how everything was going

   

  
  
  Sincerely,
  
  Chelvas *****

  

  Business response

  03/22/2022

  We are continuing to attempt to work with ************** regarding the issues with her 2019 Chevrolet Trax. There are two options for her to resolve this issue. We presented these options to her and it seems at this point, she has rejected both options.
  We have explained to her that her vehicles powertrain warranty is still in effect up to ******* miles. ****** her last visit on 3/16/2022, we replaced the purge valve at no charge.
  Below are the additional steps we are willing to take to resolve this ongoing issue at no charge to the customer:
  
  Repair the vehicle
  Parts ordered:       Catalytic Converter & ********** Cooler
  These are the needed parts to resolve all issues regarding her vehicle. Parts are on back-order due to the parts shortage.
  We have escalated it to a **** case (Service, ************************* This is the highest priority order type in the **************** Resolution Process.
  
  Outright Purchase/Trade-in
  We have offered to purchase her vehicle outright or have her trade in the vehicle. Although the vehicle has depreciated substantially due to the high mileage (****** miles) put on the vehicle since her purchase 10 months ago on 5/14/21, we have offered her 85% of the value of the vehicles purchase price which is well above its actual value and depreciation rate. 
  We are also in the process of refunding her cost for two oil changes in the amount of $129.23 to further satisfy her complaint.
  Phillips Chevrolet of Lansing is committed to providing our customers with the best possible customer service and feel that we have done everything possible to move to a resolution of this complaint. We would respectfully ask that this complaint be dismissed.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid them $200 for services to fix my power steering and not less than 24 hours the problem came back they told me there is nothing that they can do when I called them the next morning after getting it fixed

  

  Business response

  03/02/2022

  We would like to extend our most sincere apologies for the recent issues with Ms. ***** vehicle. The vehicle was brought in for diagnostics.  The vehicle had major damage to the lower body frame from an impact or collision. Our technicians spent time analyzing and diagnosing Ms. ***** vehicle. We had to reprogram the damaged power steering module just to the perform diagnostic. When this was complete we advised ************ that there was more work, specifically body work, that would need to be done to fix the steering in this vehicle. Her Repair Order is attached showing our findings and the cost of the Diagnostics.Pictures of the vehicle are also attached.

  Customer response

  03/03/2022

   
  Complaint: 16812044
  
  I am rejecting this response because:if I knew that the issue would happen immediately after I would have never paid the amount .
  
  Sincerely,
  
  ***********************

  

  Business response

  03/11/2022

  ************ came in, requested and paid for diagnostics only.  *********** Advisors discussed with her the steps that need to be take to fix the front end and steering of her vehicle. These steps were also written out in the Repair Order previously submitted and attached again to this response. 

  Customer response

  03/11/2022

   
  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.
  
  Sincerely,
  
  ***********************

*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. ↩