ComplaintsforBradley Hubler Chevrolet, Inc.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Paid 12k on a vehicle ***** GMC ******* that within ***** ,I had reported to dealership the transmittion was slipping. The car lot denied me a refund,nor would they attempt to fix the issue.also denied me another car from there lot.Also someone that worked for the car lot drove the car to me just shortly after I handed over the cash and signed my paperwork to find they had wrecked it on way driving it yo me.Put a huge dent in drivers side of car that wasn't there when I test drove this car.The cars transmition wasn't slipping when I test drove it so I'm assuming some form of liquid was poured into this car just days or a day upon me buying this to hide the issue from a ******** key fob is also broken and damaged and wasn't told to me until the guy went to hand me the keys to be able to drive off in this car.ibelieve Lemon Law is three days on a refund or for them to fix the issue they were contacted in that time frame.What can or should I do with this issue? I paid for the car as is in *******

  Business response

  09/14/2024

  Better Business Bureau                                                     09/13/24                                                               
  *********************************************************** 103A
  ************, In 46241
  ************************
  *****************************************************************
  **************
  ************** (Fax)
  
  Complaint ID#
  ********
  
  ATTENTION: ******* *****
  Business Dispute Resolution Specialist
  
  Business Information                                                                                             
  Bradley Chevrolet Inc
  ******************************************************
  
  Customer Information
  ******** L *******
  
  
  All vehicles that Bradley Chevrolet sells goes thru an independent inspection (off site) and then it is run thru our service **** to verify the items that failed and to verify there was nothing missed in the original inspection. This vehicle was sold AS-IS but only because of the age and miles. We simply do not place a warranty on any vehicle over 10 years OR over ******* miles. I have included both inspections and the repairs that were done to this vehicle totaling $1999.57. Many cars are sold AS-IS because they are not in good condition or because it is simply not practical to repair (cost vs. value). This vehicle was a nice vehicle and was reconditioned in our shop. Please note that Neither inspection noted any issues with Transmission. If someone has diagnosed a Transmission Issue I would be happy to have my service verify this at no charge as a courtesy to the customer.
  Also, the vehicle was originally traded for with damage to the driver side front fender, I have included pictures from the Bradley website.  
  
  
  
  ***** *****
  General Manager
  Bradley Hubler Chevrolet
  ********, In 46131
  ************
  
  
  

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter purchased a 2016 ******************** VIN ***************** with ****** miles on 6/19/2023. We drove vehicle home from lot and it smoked and immediately broke down. Sales rep *************************** arranged towing and the vehicle was towed, repaired, and returned 6/20/2023. Supposedly the problem was water pump. Leaving home on 8/26/2023 the vehicle started to smoke, alert lights came on and temp gauge fluctuated hot/cold, turned around to come home and barely made it into parking spot and it completely stopped running. Dealership towed vehicle on 8/28/2023. Dealership still has vehicle and has made zero communication. My daughter called and talked to ***** in service center after no updates and ***** informed they ordered parts and were waiting for them to repair the leaking water outlet and bypass hose coolant line. My daughter did not hear back so she called again and ***** then stated the "engine was fried" she proceeded to tell my daughter this was due to her driving with the alerts on. She did not drive with the alerts on. She was leaving home when this all took place and was forced to turn back. We have not heard anything. The dealership has not even offered to provide a rental at no cost for the inconvience this has been. She did purchase a warranty totaled at $3,572.00, which only would have covered 5 days for rental. ***** said the car passed the vehicle inspection with flying colors prior to selling. I'm not sure what bare minimum inspections are done or who completes them but I would say that has to be impossible.

  Business response

  09/29/2023

  Better Business Bureau                                                      09/29/2023                                                                
  ************************************************* 103A
  ************, ** 46241
  BBB.org
  ***********************************
  **************
  ************** (Fax)
  
  Complaint ID#
  ********
  
  ATTENTION:*************************
  Business Dispute Resolution Specialist
  
  Business Information                                                                                             
  Bradley Chevrolet Inc
  *********************************************
  ******** **, 46131
  
  
  Customer Information
  ***************************** / *************************
  
  
  My name is ********************* with Bradley Chevrolet in ********* I have been in the loop on most every step of this issue. Bradley Chevrolet re-located the vehicle that ******* had found on the internet from Bedford **. to ***********. I am aware that ******* had had issues with this vehicle since taking delivery but Bradley has taken care of everything up to this point. The vehicle came in this time with no coolant in the engine and I truly believe any technician or shop would fix the most basic item 1st as a process of elimination. We received approval from the warranty company to repair the most obvious issues (water pump, water outlets)to get the car running for further diagnosis. After getting the vehicle running,we have discovered that there was further (severe) damage to the engine from customer driving vehicle when overheating (warranty verbiage, not Bradley verbiage).At this point the warranty company has denied further repairs BUT Bradley Chevrolet is doing everything in our power to acquire coverage for Chelsies vehicle. I have been in communication personally with my service manager, **************** rep and Supervisor. Our Hope and Plan is to obtain approval and repair Chelsea ****************************** Chevrolet is planning to do everything in our power until this is resolved. I feel that is our obligation to the customer BUT unfortunately, I cannot simply exchange vehicle with Chelsie due to having an issue. After we get approval to repair the car to original condition, I would do my best to help trade ******* out of this car if she is not happy and customers are always welcome to take our vehicle to a 3rd party for inspection.      
  
  
  
  
  
  *********************
  General Manager
  Bradley Hubler Chevrolet
  ********, ** 46131
  ************ O
  
  

  Customer response

  10/02/2023

  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. 
  
  I appreciate the businesss response as this is the most information we have received on the situation. I am glad it appears they are moving forward to a resolution. I would like to reiterate that the car was not previously driven with any alerts or notifications that indicated anything was wrong with the vehicle, there is no way she could have caused further damage because it happened so quickly she barely had time to turn around. This took place just within the timeframe of driving down her street. Was the warranty company expecting her to stop immediately and keep the car in the street in order to be covered? Hopefully a resolution can be reached soon because she has had no transportation for herself for over a month. 
  
  Regards,
  
  *****************************
  

  Business response

  10/16/2023

  Better Business Bureau                                                      10/14/2023                                                                
  ************************************************* 103A
  ************, ** 46241
  BBB.org
  ***********************************
  **************
  ************** (Fax)
  
  Complaint ID#
  ********
  
  ATTENTION:*************************
  Business Dispute Resolution Specialist
  
  Business Information                                                                                              
  Bradley Chevrolet Inc
  *********************************************
  ******** **, 46131
  
  Customer Information
  ***************************** / *************************
  
       *******, *******
  
  I can understand that this was not the perfect vehicle experience but unfortunately EVERY vehicle is going to have a mechanical issue, it is just a mater of time. I explained in my previous response that Bradley Chevrolet was going to do everything in our power to help assist you in getting this repair covered. In many cases customer may not have been as fortunate. After many conversations with Warranty companies and supervisors they have agree to replace the engine with a brand-new remanufactured engine with a warranty. As in most cases as well as this one their first attempt was to replace it with a used engine but we did not feel there was a comparable replacement. At this point the vehicle has been completely repaired and waiting for the customer to pick it up. I hope it will provide you with many years of reliable service and I hope you can see that Bradley Chevrolet was doing everything reasonably possible to help.
  
  
  *********************
  General Manager
  Bradley Hubler Chevrolet
  ********, ** 46131
  ************ O

  Customer response

  10/18/2023

  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. 
  
  Business response states the vehicle was repaired with new engine and warranty. When the vehicle was picked up yesterday Chelsie inquired about the engine having a warranty and was told there is no specific warranty for the engine. They told her she just had the original warranty that she purchased and gave her the original copy of that which she already had.
  

  Please provide clarification on if the new engine comes with additional warranty or if your response is referring to the one she had previously purchased. We understand mechanical issues happen and hope you understand that the complaint was the fact she had issues starting the day it was taken off the lot, which was handled swiftly at first but this next incident was not. Communication was poor with no sense of urgency until the BBB complaint was made. Had we not had an extra vehicle for her to use she would have lost her job and her apartment during this seven weeks. 
  

  Please advise about the warranty or provide copy and we dont have any further questions and hopefully the vehicle will last her awhile. 

  
  Thank you,
  
  *****************************

  
  

  Business response

  10/28/2023

  Better Business Bureau                                                     10/27/2023                                                                
  ************************************************* 103A
  ************, ** 46241
  BBB.org
  ***********************************
  **************
  ************** (Fax)
  
  Complaint ID#
  ********
  
  ATTENTION:*************************
  Business Dispute Resolution Specialist
  
  Business Information                                                                                             
  Bradley Chevrolet Inc
  *********************************************
  ******** **, 46131
  
  Customer Information
  ***************************** / *************************
  
       *******, *******
  
  I truly do understand your concerns about many issues especially the warranty question. Since a GM remanufactured engine was installed in this vehicle it does come with a 36mo or ******* mile warranty from the install date. This is on any NEW GM part. There is not any paperwork other than the copy of the repair that you should have received when you picked up the vehicle. This is recorded with GM as all other work done thru a GM deal. ******* purchased a more inclusive warranty when she purchased the vehicle that was a 36 mo /****** mile from the purchase date but if she had an engine issue that would be covered thru GM and Bradley Chevrolet for the 36 mo / up to ******* miles. ** for the response time I feel we can always do better and I will use this with my team as constructive information but I feel that the majority of this time was Bradley waiting on the warranty company and then resubmitting this after it was declined and followed up by many calls by ***** and myself to obtain an approval. ** for a loaner vehicle I truly apologize as this is our #1 customer complaint (as FOR ALL DEALERS) but the truth is we simply cannot provide a loaner for all our mechanical repairs. I hope this explains the warranty concern and if you are still not happy with this vehicle we would be glad to assist you with trading into another vehicle. If that is your desire, please reach out to me personally at ************.
  
  
  
  
  *********************
  General Manager
  Bradley Hubler Chevrolet
  ********, ** 46131
  ************
  
  
  

  Customer response

  10/30/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2022 Equinox demo with about ***** miles on it in March or April. I brought it home and started having issues with the radio, it would all of a sudden move the sound from the middle to all of the way in the front and it would freeze and not allow us to fix it and then the check engine light came on. They are about 3 weeks out for actual vehicle problems so we scheduled an appointment for August 21 and dropped the car off. I called on Thursday for an update because I have not heard anything and they still had not gotten to it, said it was 3rd in line it should be looked at Friday. I called back Saturday because I still hadnt heard anything and they said its second in line and probably wont get looked at until next week and refused to give me a loaner stating that per GM Policy they cant provide a loaner until it is diagnosed This is completely unacceptable when we had an appointment and they cant even look at it.

  Business response

  09/05/2023

  To Whom this may concern: 

  I'm writing this letter in response to ********************* complaint to the BBB. ************* did drop off her 2022 ***** Equinox off with us on 8/21/23 for us to diagnose a radio issue that she was having and we did inform her that we would need the vehicle for about 3 to 4 days to get in the shop due to shortage of technicians we currently have and only certain techs we have here are trained in radio/electrical issues. We unfortunately did not get the vehicle in to diagnose with in those 4 days due to some unexpected delays we had that week with a combination of a technician injury and one calling off sick put us really behind. ************* did call that Saturday 8/26/23 to get an update as we did fail to communicate to her that we were behind and that we were at fault for that and her vehicle would be the next in line to be looked at. She declined to leave it any longer and since we didn't have any loaner cars at that time to give her she came and picked up her vehicle. I have personally been on vacation the last week and this is my first day back so I'm going to instruct my loaner car manager that the next car that is available to let me know and we will reach out to ************* to get her back in to check her vehicle out and we will get her something to drive for the inconvenience we have caused her. 

  Customer response

  09/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2022 I had body work done to my 2011 ***** Silverado at Bradley Chevrolet in ************. Just before they completed the work I asked the manager if he would have the service department perform a recall on the passenger air bag. The work was performed and I picked up the truck. The following day I discovered the dash was cracked in 4 places where the air bag was housed. I returned to the dealership and showed the damage to the service manager. He told me he was sorry but there was nothing they could do about the damage. This is totally unacceptable and I'm hoping you can assist me with a resolution.Thank you,******************************

  Business response

  02/27/2023

  Please see attached.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used ***** the 19 of December 2022. It had passed their inspection with flying colors. They promised to detail the car and give it an oil change before we picked it up the next day. My son drove the car less than 5 miles over Christmas. He drove on 1/7/23 for the first time more than a mile. He made it about 30 miles up the road and the engine misfired. He pulled to the side of the road and got a tow truck. The shop said the engine compartment was way over filled with ******* clear oil. He explained that in any older car anytime you put oil in, it will instantly become dirty once it has cycled through. This proved that the oil that was sitting in the engine header was oil that had never been through the engine and had just been splashed when the oil has been changed. The oil worked its way down into the spark plug ***** and caused a short/ misfire/ broken piston. The first shop we took to said they were unable to fix it due to time constraints. So we towed it to the ***** dealership. They told us that it needed a new engine at a cost of $20,000.We have made multiple attempts to contact the dealer to ask for help and have been promised calls that dont come, forwarded on to service manager, used car manager, and general manager. Everyone keeps saying the car was purchased as is. But the problem is the mistake is theirs.

  Business response

  02/07/2023

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

  I have attached the response from Bradley Chevrolet. If you have any further questions or concerns please feel free to call or email at ********************************************
  

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

  General Manager

  Bradley Hubler Chevrolet

  Franklin, ** 46131

  ************ O

   

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in to have it fixed from somebody that hit it while I was standing at a store. The job was done on the truck. The company I have been with and has done my oil changes for many years and they did not tell me or call me to inform me that they said I had no oil in my engine at all. I had to put oil in the truck I checked my oil regularly. When I go to pick my truck up they told me that it was completely dry oil.When they had done the last oil change and I had a sticker saying for 4/1/22 was my next oil change. I had a conversation with the manager and he told me that they did not drain the oil out of it nor did I ask if they did. I always make sure my fluids are checked myself before I take it anywhere. He said he wasnt responsible for it and didnt know what I could do for you. And they drove it to change the tire I was told by the repair shop to take my spare off so they can fix my tire and rim. I feel as if they were a good company they would make sure that it has fluids in it before they drive it. I did not want to argue with the manager I told him I would not be doing business with him any longer and I would make sure that anybody I knew knew that they were not concerned with if it had fluids in it or not and they still drive it. My truck is now dinging because of the issue and I am afraid that It has affected my engine, I put oil in it before I left the lock because I had some in my truck. They did not offer to even do that. And then I went over and put more oil in my *********** do realize that it takes 5 quarts for my truck. I cant believe the service that I was given and I I deserve and I did not appreciate the way I was talked to you and made you feel like I was an imbecile. Just because Im a woman. My cousin is a mechanic and I know how to change oil on my own I only go there for convenience. And that is why I picked them to work on the truck because I thought I could trust them. And now I know I cannot and he said there was nothing he do.

  Business response

  03/07/2022

  Please see attached.

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