ComplaintsforKelley Automotive Group, LLC

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased my vehicle from Kelley, I was told that *********** said that I was required to carry extended warranties on my loan. My vehicle has since broken down, within the year of purchasing it, and Kelley Chevrolet says that none of the warranties that they told me that I had to have will cover the repair. Today, I spoke with *********** and they said that they did not require me to have an extended warranty and will be reporting this company so that they will not work with them in the future. This is not the only warranty issue that I have had with Kelley Chevrolet. I have a warranty that covers wheel and tire. They refused to replace or repair a tire that was consistently going flat for months.

  

  Business response

  05/30/2024

  Kelley Automotive emphatically denies any of its employees informed ****************** that she was required to purchase a warranty or service contract. If she was told this by someone, it was not an employee of Kelley Automotive.

  As to her complaint regarding the repair to her vehicle, the service contract did not cover the issue her vehicle presented with. The coverage is governed by the terms of that contract, which is through a third party, not Kelley Automotive.

  As to the tire complaint, the Kelley service team could locate not leak to submit for warranty. If one had been found, then the 3 for 1 warranty would have been utilized.

  Kelley Automotive will happily refund ****************** the cost of her service contract warranty and 3 for 1-$3 for a total of $3,835.00. ****************** must understand that her vehicle will no longer be covered offered by the warranties of the service contract or the 3 for 1 product. The refunded amount will be sent to her financial institution upon receipt of her approval through the BBB.

  Customer response

  05/30/2024

   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.

  
  

  Thank you.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ************************************** the shop 6 times because windows stop working and mirror warning lights don't work periodically /

  

  Business response

  01/22/2024

  ************** did purchase his 2023 GMC Canyon from *** Kelley Buick GMC in September 2023.  He has had it in the Buick GMC ************** on three occasions. ************** brought his vehicle to Buick GMC on October 13, with a report of window not operating correctly and Bluetooth not connecting. The complaint could not be repeated on this visit. (RO  2229859) He was again at the ************** on October 31, 2023, with a complaint of Bluetooth not connecting or reconnecting correctly, windows not working correctly and blind zone alert lights not working. (RO *******) At this visit, the Bluetooth was diagnosed and fixed with a radio update. The other two complaints couldnt be verified or repeated at that time. On November 02, 2023, ************** brought the vehicle back and again complained of intermittent issues with the automatic windows. The concern was verified when the technician witnessed the failure,and repairs were undertaken. (See RO *******) Unfortunately, the vehicle continued to have issues with the windows and the vehicle was brought back by ************** on January 10, ****.  (RO 2234467)

  
  After his last visit on November 02, 2023, and prior to his return on January 10, ****, ************** released a Service Document #PIT6103: ****************** Windows Inoperative-Side Object Indicators On,with instructions for repair due to a defective diode. (See attached GM Document) **************' vehicle did contain the defective diodes listed in the Document.  The Buick GMC ************** placed ************** into a complimentary loaner vehicle and ordered the parts to repair his vehicle. Those parts are currently delayed. (See attached emails regarding delay.)

  
  ************** is understandably frustrated. His new vehicle suffered from a manufacturing defect that has been difficult to diagnose and repair. The parts delay has added to the frustration.  *** Kelley Buick GMC apologizes for the inconvenience but has no control over the design/manufacture of the vehicle, or the parts needed for its repair. We are pushing the manufacturer and our supplier to ship the needed parts as quickly as they possibly can. We do truly apologize and intend to rectify the situation as soon as we are able. 

  Customer response

  01/23/2024

   I am rejecting this response because:
  
  I have brought the truck back more than 3 times   January 16 is not referenced here which ***** did not write an RO up until I went in and asked for one then he he wrote one up on 1/22   For same issue windows. Mirror warning lights and remote start did not work 

  

  Business response

  01/23/2024

  We apologize for the delay in the repair of **************' vehicle. Unfortunately the defect is a manufacturing defect. We are working to fix the issue in accordance with the manufacturer's guidance and are waiting on the part from the manufacturer. Our sincerest apologies and a free loaner vehicle in the interim are all we have to offer. 

  Customer response

  01/23/2024

   I am rejecting this response because:
  
  Your original message said I had brought it in only 3 times which is false. Its been in there 6 times, I have the dates the loners were issued and once driven home in shuttle, 4 times I was told it was fixed,  1 time it was in and was told a connector was ordered but I said I will drive it until connector comes in, that repair was made but did not fix problem 

  now it is in for another part which is ordered, I totally understand about parts being delayed 
  
  

  I very much appreciate the loner 

  but I want to make sure that I right

  going by RO numbers is misleading 

  that has nothing to do with how many times I brought it in and was told it was fixed

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A couple of weeks ago I called Kelley Chevrolet Service at *********************, *************** to schedule an oil change for my 2017 Silverado. Kelley was running a special, Coupon 204, good thru Sept 10,2023 for my truck for $63.49. I confirmed this with the scheduler and she set me up for Aug 22, 2023 at 10:00 AM. I arrived at Kelley and talked to ***********************, Service Advisor. He told me that they were not honoring advertised prices because the price had gone up this week. None the less the advertised coupon for $63.49 is still on their website, now good thru Oct 10,2023. I told ***************** that the advertised price was $63.49 was still posted on their web site. He said that did not make a difference. I got him to check with the Service Manager. He came back and said they did not care what it said on their website, they were still not honoring the coupon The best he could do was $75. I left without getting the service done. I cannot believe that a large local company could be so dishonest. Isn't this false advertising a criminal offense?

  

  Business response

  08/28/2023

  To whom it may concern:

  I am the corporate counsel for Kelley Automotive Group and will be the main contact on this matter. Please consider this Kelley Automotive's response to ********************** complaint.

  ****************** is correct in his assumption that there was an error with his quote. The service advisor mistakenly figured his truck at a price for a V8 engine which takes 8 quarts of oil. The advertisement in question states that oil changes which require more than 6 quarts of oil have an additional charge.(See attached advertisement). Mr. ******** truck has a V6 engine which requires a 6-quart oil change. The service advisor made an error when he quoted the oil change at the higher rate. As a sign of good faith and for his trouble, Kelley Automotive would like to offer ****************** a free oil change with valet service. He should contact *********************** at ************** to schedule an appointment.  

  Customer response

  09/01/2023

   I am rejecting this response because:
  I would like to accept the offer but *********************** did not take my call, nor did he respond to my phone message.  I would accept the offer if they would confirm it with me.

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

  
  

  

  Business response

  09/01/2023

  The customer has accepted our proposal per his statement in the rejection. ***********************, service manager, has left Mr. ******* a voicemail, and the two simply need to connect to schedule service. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  -car dropped off on 7/16/2033 -first call back 7/17/2023 (no real info)-7/19 received call with price estimate that was communicated very poorly and was not very transparent. They read my quote like a serial number, listing single digit numbers. For example, if the cost was $5,000, they would have read it five zero zero zero zero zero. They also did not include commas or periods to acknowledge thousands or cents. This led me to believe that it was significantly less than what I would be told 5 days later.- still did not receive a time estimate until 7/21/2023 (estimate said it would be done by 7/21 or worst case 7/24)-7/24/2023 received a call and was told that the gauges/speedometer were broken. Which were all in working condition when I dropped the car off. They told me it would take 2 more days for the part to ship -this is also when I found out the actual price of the repair, which had already been completed.-I called again that day (7/24) to get more information and was sent to voicemail. I left a message and have not heard back -communication and transparency has been very poor and I have called countless times during this repair and have almost always been sent to voicemail several times before receiving a call back days later -I do not expect a free repair, however I dont feel responsible to pay for the gauge/speedometer that was in working condition when I dropped it off. I also do not believe I should have to pay $5,000+ as I cannot afford it and would have declined service had I known that price. I reached out on 7/24 to get exact pricing to include, but still have not received a call back.

  

  Business response

  08/01/2023

  ************ brought her vehicle to the dealership on Sunday (7/16)night for a Monday (7/17) appointment. ******************, service advisor, called her Monday morning at 7:46am to discuss what her concerns were and how much it would cost to diagnose her vehicle. Her 2013 ****** has a hybrid system, so it did take some time getting it to a technician who was familiar and able to work on these systems as they were tied up with other jobs. **** called her at 4:43pm Monday afternoon to tell her that we would need to keep the vehicle another day. She did not answer and did not have her voicemail set up to where we could leave a message. On 7/18, ************************* (because ****************** was on vacation) called her at 1:39pm and 4:20pm to provide the customer with updates.  ************************* contacted the customer on 7/19 at ****** and presented her with the attached estimate to replace timing chains,pistons/rings, and related components. She was informed of the amount of the repair.The technician also diagnosed an issue with her driver's seat.  He found the engine had been consuming oil due to failed pistons and rings, causing the engine to be 3 quarts low on oil when it arrived at the service department.This ultimately caused the timing chains to stretch as well. The technician also diagnosed a seat switch causing her driver's seat concern. 
  
  Some of the parts had to be ordered to complete the timing chain/piston job, and they were ordered on 7/19. The system shows that ordered parts arrived on 7/21. The technicians will not start major engine jobs until all parts have arrived and are accounted for. The job was started on 7/21 and the technician finished the engine work and seat switch on Monday 7/24. The tech let the vehicle run in the bay and test drove the vehicle to verify all issues were corrected. The technician noticed a slight alignment issue. He put the vehicle on the alignment rack to straighten the alignment from the previous repairs. At this point he observed the instrument cluster was not working. The technician spent several hours verifying the issue was not related to previous repairs and to find out exactly what was causing the cluster to not work. He verified all wiring going to the instrument cluster was good and determined it was an internal fault inside the cluster. There is nothing the technician could have done to cause this by changing out a seat switch or performing an engine repair. It is an unfortunate circumstance that it happened while it was here. 
  
  **** contacted the customer on 7/24 to inform her about the issue with her instrument cluster issue and the customer then authorized us to replace the cluster. We offered to take care of the diagnosis time and time to replace the cluster for the customer if she purchased the part, as she just authorized a $5,500 repair, and this was an unexpected circumstance. She did acknowledge the amount at that time and stated it was more than she expected but stated that since she had previously authorized the repair, the tech should also repair the cluster. **** says her words were "well I guess if I authorized it, then go ahead and replace the cluster as well." The cluster arrived and the vehicle is now finished.
  
  ************ has been working on a solution for her outstanding bill with the service department and the general manager of the Kelley Chevrolet store.She has agreed to turn over the title to her vehicle to Kelley Chevrolet and any funds from the sale will be applied to the bill. The value of her vehicle is likely less than bill owed to Kelley Chevrolet. 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took our vehicle to Kelley Auto Body Shop for repairs related to an accident to our car caused by another party. It took two months to get it in and it's been three months since they started working on the car. The repair process caused damage to our vehicle and we were promised that the car would be fixed,in writing,by *****************, the body shop manager, a month ago. EVERY rep that we have dealt with has repeatedly lied to us and ignored or denied us the promised repairs. Written promises and quotes are ignored. Our car is not fixed and we are still waiting and forced to drive it. Lies upon lies are the normal for this place. ******************************* has lied to us so many times it is ridiculous. Office staff member , *****,has lied the same. Their supervisor, *****************, has lied repeatedly and refused to return calls. All staff at Kelley covers for the supervisor,****, and refuses to pass along messages. This work should have been completed months ago. We are tired of the lies and "Sterling reputation" of this horrible company. Absolutely inexcusable treatment of my wife and I. We have plenty of proof but do not have the ability to upload it to BBB. Please contact me and we can provide information in person.

  

  Business response

  02/06/2023

  Tell us why Customer came in the beginning of September and received an estimate from ************************* (no longer employed here). He received two estimates, one for customer pay and the other for an Insurance job through ****************** ***** submitted said insurance estimate to *******, but customer claimed he submitted the wrong estimate to the insurance company.***** got this issue sorted. Customer dropped off on November 7th for the repairs and was informed that ***** no longer works for the company.******************************* took over the file at this time.
  
  At the time of drop off, ******** went over both the insurance job as well as the customer pay work and went over all concerns with Mr. and *************. This information was promptly relayed to the production manager and technician. Additional damage was submitted to insurance to replace wheel and tire per the customers request, and revised the customer pay estimate to be cheaper than originally quoted. Customer approved the change in the customer pay estimate, and insurance approved an aftermarket *** and tire upon receiving an invoice for the tire.
  
  Upon attempting to order the *** from the supplier, there were no aftermarket ***s available. We investigated a factory ***, which had been discontinued by GM. The customer was then offered an appearance allowance for the ***, to be taken off his customer pay portion; customer insisted he was entitled to the price for the factory *** rather than the aftermarket *** quoted by insurance. ******** submitted the factory *** cost to insurance for approval.  
  
  
  From this point, both the customer pay, and insurance work had been completed. Customer called in frustrated on 12/02/2022 and spoke to ***************************** stating he felt we had left him hanging on this job and was advised the vehicle was next in line for cleanup and would be good to pick up around 4-4:30 pm the same day. He also asked what he owes and what was done with the ***, and that ******** was giving him a couple hundred dollars off of something (the customer did not specify what). ***** advised after looking at the file, that she was not entirely sure what all had been done, but that it looked like we were doing an appearance allowance which was being subtracted from the customer pay amount. ******** stated he would not accept an appearance allowance of just a couple hundred dollars- he wanted the full price he felt he was entitled to or nothing. Also wanted a call back from *********************.
  
  This customers wheel was discontinued on his 2007 Buick *******. Since we were unable to get the wheel, we gave him an appearance allowance in which we credited him the exact amount of money back that we were paid for replacement of the wheel.  ******** called customer back,explaining again that we could appearance allowance the cost for the *** that the insurance had agreed to that amount was $511.29. Customer refused to pick up at this point until the insurance approved the full amount, he wanted for a factory *** (around $900).
  
  We stayed connected periodically for the next month, with both the customer and the insurance company regarding the issue with the ***.Insurance company was planning to take the cost of the wheel off the estimate and pay the customer directly. The customer did not want did not want to be paid directly by the insurance, and wanted payment issued to the shop (for about $900- not the amount the insurance had agreed to).  His vehicle was completed and ready to be picked up on 12/02/22. 
  
  He refused to pick up until 1/05 because he felt the amount of money that the insurance company gave him for the wheel was not enough.  Despite our best efforts to explain that this is an issue he needs to take up with the insurance company, he continued to stay in a rental car (we paid for) and refused to pick his vehicle up. Between *** and the insurance company we had to force the hand that no more rental was being covered and customer picked up his car.  When picking up, he stated that his auto shade mirror and TPMS sensor in the wheel (that we did nothing with)were not functioning properly and demanded to see me on the issue.  *****************, Body Shop Manager, had a lengthy conversation with him and explained that we would take care of the mirror and TPMS issue ONLY and that the body shop staff would be reaching out to him to schedule.  We ordered multiple mirrors (used) that unfortunately came in damaged and had to be reordered.  When **** spoke to customer, he felt ******************** Body Shop lied to him and did not handle these issues timely.  The Body Shop does have customers parts, and he is scheduled to drop of next Tuesday for repairs. 
  
  Below is a list of the communications with the customer:
  
  On 12/13/22 ***** left a voicemail with the adjuster on the file, to follow up on a supplement and this information was relayed to the customer.
  
  On 12/15/22 ******** received the email from the insurance stating that the payment for the *** would be worked out directly with the customer:
  Insurance Email:
  [12/15/2022 01:33 PM / JW]
  
  Good Evening,
  
  We will adjust the repair estimate to reflect the tire and remove the wheel. This will show the amount owed to the body shop for the work done and the supplement payment will go to the shop.
  
  Regarding the wheel, once the bill is closed out with the shop, we will work directly with the customer and issue payment to them, thank you.
  
  
  PROPERTY DAMAGE UNIT
  ******* INSURANCE
  Specific timeline of events following the above email:
  
  On 12/16/22, after insurance email and paperwork had been reviewed, ***** called customer and told them they were good to come pick up and just owe for their agreed customer pay portion of the repairs. The customer said he should have about another $900 removed to reflect the *** and wouldnt be picking the vehicle up until that was addressed.
  
  On 12/20/22 the customer came in and went over the repairs with ******** and was informed we reached out to the insurance to see what they want to do about the additional the customer is expecting covered on the ***.Customer did not pick up. Informed him he would receive a call when we heard from insurance.
  
  On 01/05/23 The property damage adjuster called and left a voicemail asking why we were refusing to allow the customer to pick up.***** called back and informed the adjuster that the customer was refusing to pick the vehicle up unless the full amount for the factory *** was issued to the shop directly. They said they are paying us the amount of $319.20 and would be backdating the customers rental to two days after the repairs had been completed. They said they would call the customer to let them know. The amount of $319.20, which the insurance company sent us, was removed from the customer pay portion as an appearance allowance, and the customer was informed. Customer came in later that day and picked up. The customer paid their customer pay portion and insisted on signing their customer pay receipt claim not complete, despite the customer pay job having no direct ties to the insurance claim. When customer picked up, he spoke to ******** because he noticed his mirror had become discolored. ******** advised he would reach out to his manager (****), to see how we are going to proceed, and would give him a call following that conversation.
  
  01/06/23 ******** spoke to **** in the morning to see what we could do about the issue with the mirror. Around this time, customer showed up at the auto mall looking for ****, then showed up at the shop.Customer came in and met with *****************. **** agreed to cover rental from December 22-January 5th , mirror and tpms sensor to appease customer.
  
  01/27/23 Customer called and was upset. He wanted to speak to **** immediately about the mirror and his TPMS sensor. He was informed **** was currently unavailable, but transferred to ******** who was in the process of handling the aforementioned. ******** advised the mirror we ordered came in damaged, but he is having difficulty finding another mirror as it has been discontinued.
  
  Later in the day, customer stopped in. He was unhappy with our communication and claimed we had told him **** would be calling him at 12:00 pm that day (This was never relayed to the customer). Said this must mean we are all avoiding him. ************ found a mirror from a website we had never ordered from before, and wanted to know if we could order it. ******** advised he can get it on order, as long as the customer understood we wont be able to warranty the part. Customer agreed. ******** ordered the mirror, and advised we would call him when the mirror arrived to schedule him in.
  
  02/01/23 Mirror arrived and ***** called ************ and informed him of its arrival. Put him on the schedule for February 7th.Customer was informed repairs would take about a day. Customer will be dropping off Feb 6th in the evening and leaving the vehicle for the full day on the 7th. Picking up late on the 7th. 

  Kelley Body Shop has attempted to serve ************ to the best of their abilities.  His frustration with the timing and cost are issues out of the hands and control of the Body Shop.  

  Customer response

  02/09/2023

   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.

  
  

  Thank you.

   

  We would like to include further comments. Obviously, Kelley has stated their case to look like a respectable business and carefully worded their response. Several details were left out of their statement that involved the resolution of our insurance claim. Although they did resolve these issues, it took concerted effort on our part to accomplish it. Dozens and dozens of contacts to this business were not stated. We had been in contact with them since late August 2022. Today is February 9th,2023 and we picked up the car 2 days ago. It appears correct after repeated efforts, but time will tell. 

*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. ↩