ComplaintsforPenske Chevrolet

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a terrible experience with this company a couple of years ago and decided I would no longer use their services. Recently I scheduled to have my oil changed at a different branch of the Penske dealerships and have now gotten a hand written letter asking if I want to sell my car and an advertisement via email. I do not want this company (Penske ****** using my contact info that's in their system to send me pointless advertisements that I will not be using.

  Business response

  07/28/2023

  ********************** has been deleted from our system

  Customer response

  07/31/2023

  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

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2020 ***** Silverado and the transmission was beginning to studder. The dealership verified thsi issue. I was told the fix was an upgrade to the *** and ECM software. this upgrade would be covered under the bumper to bumper warranty however not the powertain warranty so i was charged for it. My truck has ***** miles on it so it is outside of the bumper to bumper I am confused at how Chevrolet can have a known defect of a component and will not cover it under a recall. I am also confused at how the software upgrade can cause the transmission to fail and is directly tied to the transmission, however is not under the powertrain warranty. If the whole transmission failed, it would be under warranty, however doing the software upgrade to prevent this is chargeable to the customer?

  Business response

  06/15/2023

  Management has reached out to the customer.  The customer's real complaint is with ************** and their warranty policy.  Our Service Manager has reached out to GM and they will participate in some of the costs of the repairs. Nothing else is needed from Penske Chevrolet at this time. 

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new 2017 Malibu from Penske Chevrolet. It is possible a lemon. Our first concern was that is was running out of gas really quickly. When we returned to the dealership, the salesperson told Taylor, my daughter that she could turn it in but, she would have to upgrade to a car of equal value or higher. We had multiple issues within the first months of having the car. During the first couple of months, we were getting calls to check on the car. They must have known something was wrong with this car. See attached service rec In May 2022 the car stopped in Napoleon, Ohio, on our way back from Michigan. We were stranded for two hours while waiting for AAA and my sister to come from Michigan to take us home. The car was towed to Huntington, IN to Schroeder's Automotive for the $2400 repair. They had never seen anything like this Malibu. The car stopped on Taylor's way to work. It was towed to Penske Chevrolet. It has been there since Monday, August 15th and we have had little communication from Penske unless we call. Our calls are not always returned and when we went to see if it was ready on Thursday, August 17th, we were told that they had ordered a piece from Auto-Zone but, it wasn't the right piece. We were told that the part is no longer available. I asked what are we to do if you don't have the part for a 2017 Mailbu. The service person said that his manager was willing to buy the part upfront from one of the two places in the midwest. What in the world? That gave me the impression that they wanted me to buy the part. I'm afraid that Penske is going to go around and around with us over a car we bought brand new from them. My biggest concern is that Penske, a multi-billion dollar company, is not reaching back out to us to make some kind of agreement for our inconveniences of getting a ride to places we need to go because they can't fix our car. I want them to do for me/us what they would do for someone they value. I just need help.

  Business response

  08/26/2022

  Hello-

  This is Jace *****, General Manager for Penske Chevrolet.  

  First off, it is never our intention to have unhappy customers here at Penske Chevy.  We have heard Ms. ********* complaint and understand her frustrations.  However, Penske Chevrolet is in no way responsible for the repair or maintenance of Ms. ********* vehicle.  Her issue seems to be with General Motors, not Penske Chevrolet. We agree with her that GM discontinuing a simple part on a 2017 model year vehicle results in poor customer service.  Our service manager Scott Bodenhamer is personally taking care of Ms. Williams during her current visit. She has been in contact with him and we are processing getting her car repaired asap.  Her comment about being sold a lemon is simply not true.  Her vehicle did need some necessary repairs early in ownership, which were covered under her GM warranty. 

  I have attached the Malibu's complete service history here at Penske Chevrolet.  Before her current visit the Malibu has been in our service dept exactly ONCE in the last 126,062 miles of ownership.  This Malibu currently has 154,388 miles.  This mileage exempts her Malibu for any coverage or special exemptions like a lemon, ect. 

  I have also attached the vehicle's carfax showing no less than 15 service repairs completed at other service centers.  

  We understand her frustrations, but feel directing them at Penske Chevrolet simply misses the mark. 

  Appreciate your time in this manner.  If you need anything else from me don't hesitate to reach out

   

  Jace *****

  General Manager

  Penske Chevrolet

  317-975-6110

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in for service on November 20th, 2021. I was told during my routine visit for service that my vehicle had a RECALL on it and that they were going to fix it while I was there. After leaving when I was driving small smoke was coming out of the front vents of the hood but I just thought it could be something they may have wasted on it doing service. I never noticed that every time I started my truck/SUV that fluids was leaking. I never drove much because my second job is not far from my home and my son job is close to. The Car Fax report even says that from 2019 to 2022 I drove less than ****** miles. I was told by the delivery driver at my job that I have a leak near my car while I was at work. He took me outside to show me what he was talking about. I drove it home with caution because I new nothing was supposed to be wrong with it due to just getting it service a few weeks ago. Had my insurance company tow it back to Penske Chevrolet to check it out. The ***************** there called after several says of having my SUV so I called him. He went on to say that I have over $5000 worth of damage and that I should just pay it. I later called ************** in *******, ******** and they said there was not a recall on my vehicle during the time I owned it and that Penske Chevrolet that did what ever they did was and is not a Authorized Dealership to perform RECALLS anyway. They refused to let me take it for a second opinion. I'm now out of a vehicle and other money from this issue. I need my money back that I have lost for rental card, Ubers and the $3000 dollars I lost using my truck as a trade and $ **** dollars I put down on a vehicle but the deal fail through. I need my money back so I can purchase me a car. I did file a complaint with ************** also. I also want my money back he made me pay for another diagnosis of my truck after they damaged it.

  Business response

  04/22/2022

  I spoke with ****************** about her 2013 Equinox.  Penske Chevrolet in no way feels responsible to pay for the repair of her rear main seal leak. I explained this to ****************** in detail.  Attached are the 2 most recent visits to our shop. On November 20th 2021 she brought it in for an oil change and spark plug replacement. Neither of these routine maintenance jobs would cause a rear main seal to leak.  She then brought it back to us on Feb 4th, 2022 complaining of a leak. This is when we diagnosed it as the rear main seal.  As far as her claims of Penske Chevrolet not being an authorized GM dealer, this is patently false. At this point Penske Chevrolet will not participate in the costs or reimbursement of any money to ******************.  

  Thank you for your time,

   

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

  General Manager

  Penske Chevrolet

   

*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. ↩