ComplaintsforAlsop Chevrolet Buick

• Initial Complaint

  04/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for diagnostic service for car not charging from a certified ***** dealership. The first time I had it in the told me all my problems was coming from a defective backup camera. After receiving my car back from being repaired the problems was still happening, car during, steering assist on low power mode making the car dangerous to drive. When I call the dealership telling them I was still having the same problems and they need to look at it again. I was informed that they would have to pay another diagnostic fee because they only charged me half. I then asked for the service manager and he did setup another appointment without charge. I was told that they couldnt find any problems. After showing them a video of the problem happening and that the car they saiid that they only check the charging issue. The steering is off of electric. lol Certified my a** The owner called me the next day saying he wanted to make things rite and he had a guy. When I called and texted several times to make arrangements I never got a returned call.

  Business response

  04/17/2024

  ****************** brought his vehicle to us on 03/01/2024 at which point we generated repair order *******. He had three concerns at that time. The rear-view camera was inoperative, but his radio was working, there was an engine light with multiple warning messages displayed, and he was noticing a service charging system message while driving. At that time the only concern we were able to confirm was the camera failure. The vehicle had a failure code B395A for the rearview camera stored and no other modules had current codes. We were able to perform our necessary tests and evaluations to identify an internal short of the rear camera itself. We performed a starting and charging system diagnostic procedure to evaluate the charging system. All tests passed and the vehicle was operating to manufacturer specifications at that time. ******************** has an extended warranty that covers the electrical diagnosis and replacement of the camera. Being that we couldn't duplicate the customer's concern or identify a fault within the charging system, the extended warranty did not offer any coverage for that diagnostic process. We adjusted our normal diagnostic fee of $120.00 to half that being that we could not duplicate the concern.  ******************** called in sometime after the initial repair, I can't recall if it was later that day, the next day, or a number of days later, but he called and said the message was still displayed. I agreed to re-evaluate the concern at no cost to him at his convenience. He returned 04/02/24 to re-evaluate his concerns and requested an oil change based on his mileage. We found a code stored in history that pertains to low voltage events with the vehicle, but no warnings were set at the time of evaluation. We did not charge anything for evaluations, ******************** paid only for the oil change service on that visit. We explained that we were unable to condemn any components and the charging system was in fact operating to GM specifications at that time. We suggested limiting the accessory loads we saw plugged into an outlet splitter connected to the accessory power outlet. It is the technician's assertation that the electrical demand of the accessories exceeds the capability of the vehicles charging system and could contribute to intermittent low voltage codes and symptoms related to voltage. 

   

  We agree that there is an intermittent problem with the vehicle in question. During the visits we've had and ******************** waiting with us, there has not been sufficient time or evident symptoms to confirm any failures. We would love the opportunity to correct ************************ concerns and restore his confidence in us and his vehicle. We would need him to drop the vehicle off to us for extended evaluations so we could condemn a failed component and make recommendations for repair. At this point we are not asking ******************** to pay any cost associated with that extensive diagnosis, but he would need to make the vehicle available to be dropped off for more than one or two days to allow sufficient time to duplicate the concern.  We look forward to the chance we may be able to work with him to find a resolution. 

   

  Please advise him to reach out to me if there is anything I can do to assist. 

  *********************
  Sales Manager, **** Alsop Chevrolet 

  Customer response

  04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Customer response

  04/17/2024

  The issue was on video taken immediately after being told no issues where found of the problems Im reporting. Low voltage at highway speeds, turning on headlights increased voltage. The vehicle going into low power mode making steering assist to not work causing a dangerous situation! Did your techs even bother taking for a test drive? The situation they gave me was using a power inverter for my phone, radar detector etc. these stupid corrections only made the charging less. **** Alsop said there was a tech bullpen saying this I the corrected action. I went thru all the tech stuff and didnt see anything stating this. Much like **** Alsop phone wasnt working for weeks while I was calling and texting him. The whole experience was ******** after ******* in my opinion. 

  Business response

  04/18/2024

  It would be much easier on all parties if we could come up with a resolution between the two of us. If money is the issue, we would be happy to refund the $60 paid. If the consumer would like his car fixed we would be happy to assist with that as well. The best way to communicate would be to call the business directly and ask for ***************************, Service Manager. **************************

  Customer response

  04/19/2024

  After 3 weeks of calling to make arrangements at a sister dealership an 1.5 hours away the owner agreeed to fix my car. He stated his phone wasnt working during this time. I got to say this was amicable. I will neve come back to his Aticca dealership and hope **** Alsop isnt wasting my time and money. Well see. Its a long drive wasting gas and my time. 

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