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Complaint Details
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Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought my car in for a Pressure Control Valve (***) replacement because it was emitting clouds of smoke and making a whistling noise. I paid for an inspection, as I was informed it was necessary to service my vehicle. After the inspection and a leak-down test, I was told that my vehicle was within parameters and did not have any leaks. However, they did find a hairline crack in the air intake and suggested that this was the cause of my problem. They advised that replacing the air intake would resolve the issue.I was skeptical because I knew the problem was typically related to the **** Despite my doubts, I was reassured that replacing the air intake would fix the car. I was informed that the *** was not a *** product, and if I wanted to replace it, I would need to replace the entire valve cover. Given that the leak-down test indicated no issues requiring such an extensive repair, and considering that *** North America offers a warranty for *** replacement covering up to ******* miles and 15 years, I declined the suggested repair.I was told that addressing the *** issue was beyond the scope of the shop's capabilities, and I would have to repair the valve cover if I wanted the individual part replaced. When I requested a refund for the inspection, it was declined.I am dissatisfied with the service provided and the refusal to issue a refund. I would appreciate a resolution to this matter.
Business response
08/12/2024
Customer brought the vehicle in because he was told by another shop that he had an oil leak and wanted us to diagnose it. We ran our diagnostic which revealed a large leak in the air intake pipe. The customer approved the repair and knew up front that we charge $190.00 to run the diagnostic. The customer also requested a price for a valve cover assembly, which we accommodated and priced the cover. We made the repair off the diagnostic the customer paid for; the repair did solve the customer concern for the leak. The diagnostic was pre-approved prior to the repair.Customer response
08/12/2024
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.]That is incorrect. I brought my car in for service because it was making a loud whistling noise and emitting thick clouds of smoke. I suspected the positive crankcase ventilation (***) system had deteriorated, so I specifically requested that this part be checked. I did not trust the previous dealership because they neither acknowledged my request nor provided the necessary service, yet attempted to charge me for a valve cover replacement that was not needed based on the leak-down test results.
When I approached your dealership, I requested the replacement of the *** *********. I was informed that I would need to pay a diagnostic fee, which I did. However, I was then told that the issue was caused by an air duct leak, which I questioned, but was reassured was the cause.
I made multiple attempts to order a replacement *** diaphragm and have text receipts as proof that I was advised *** did not carry this part. A few days later, the problem occurred intermittently again. I reached out to both your dealership and *** *************. Your dealership dismissed my concerns, and ***** informed me that the part was under warranty and should have been replaced.
Ultimately, I had to replace the part myself after ***NA told me they only warranty their parts but cannot force the service department to provide the service. Another dealership admitted they had overlooked the symptoms and the warranty, offering a sincere apology. However, your dealership dismissed my claim, denied the existence of the part, and denied the warranty on the positive crankcase valve.Regards,
*******************************Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Defouw Chevrolet was negligent in performing the proper repairs per a ********** bulletin and special coverage. They refused to provide service, falsely claimed that I refused diagnostic, misdiagnosed the vehicle, replaced the wrong part, and were extremely rude and misogynistic. Additionally, they claim the issues were pre-existing while lacking any evidence. As a result, the vehicle now needs $6,400 in repairs, and neither GM nor Defouw will compensate us. Additionally, we have incurred $1,000 in towing costs, among other expenses.Business response
08/07/2024
I am writing in response to the correspondence received in relation to a complaint lodged by ***************************.
Please allow me to address the Transaction/Incident Details pertaining to ******************** case:
Vehicle: 2016 Chevrolet ************* VIN: ***************** Mileage at the last service date of 06/13/2024: 119,000
DeFouw Chevrolet allegedly failed to perform the necessary repairs as per a ********** Bulletin and Special Coverage and replaced an incorrect part. The sequence of events is as follows:
******************** brought his vehicle in for service on June 7, 2024. Please find the attached Customer Repair Order and Special Coverage Adjustment for this date.
******************** brought his vehicle in for service on June 11, 2024. Please find the attached Customer Repair Order and Special Coverage Adjustment for this date.
Service code P0507 indicating the need for throttle body cleaning was declined by **************** as it was not covered under the Special Coverage Adjustment. He insisted that this was not the underlying issue with the vehicle and engaged in a dispute with our service team.
Service code P0496 for the replacement of the fuel level sensor was also declined by **************** as it was not covered under the Special Coverage Adjustment. He insisted that this was not the issue with the vehicle and engaged in a dispute with our service team.
Subsequently, the part was ordered for ******************** vehicle.
A loaner vehicle was provided to **************** while we awaited the arrival of the part, and a rush order was placed for it.
On June 13, 2024, the part arrived and was duly installed in ******************** vehicle.
Upon testing, the vehicle exhibited no issues following the installation of the new part.
The Service Manager contacted **************** to notify him that his vehicle was ready for collection. However, **************** declined to retrieve his vehicle and return the loaner to the dealership, indicating his plans to be out of town for the weekend and intending to return the loaner on Monday, June 15th.
In respect to ******************** behavior, his behavior was marked by aggressiveness and unprofessionalism during each service visit. He repeatedly questioned the competence of our service team, asserting his own experience in vehicle maintenance and denigrating their abilities. Following a comprehensive review of ******************** complaints and an internal investigation, we respectfully disagree with several points he raised. We remain firm in our commitment to upholding all requisite standards and regulations for repairs and customer service. Therefore, we recommended that **************** seek alternative options at a different dealership to address his concerns in a manner better aligned with his expectations.
We have engaged in discussions and correspondence with *******************, Executive Resolution Team at GM (Phone:************************* Email: ************************)pertaining to a complaint filed by ****************, as well as with *******************************, State of *******, ***************************** (Phone:************ Email: *******************)regarding a complaint lodged by *********************** and ********************************* with ************************************ (Phone: ************ Email: ****************************************).**************** continues to post negative reviews about the dealership and the service on multiple sites.
At this juncture, DeFOUW Automotive firmly believes that we have dutifully fulfilled our obligations in rectifying the issues with ******************** vehicle.
If I can answer any further questions, please do not hesitate to contact me.
Best Regards,
***************************
Director of HR & Compliance
Email: **********************************
Office: ************ l Fax:************
DeFOUW Automotive | CHEVROLET BMW ****** COLLISION
defouwgm.com | bmwoflafayette.com | defouwnissan.com
****************************;| Lafayette, IN 47905Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
A 2019 ************* was taken in for service (scheduled appointment on June 29th). Told it was going to need a wiring harness. Then after many calls back and forth and non responsiveness from Defouw ****************** I requested my nieces assistance on the issue. On July 17 she called and asked the operator to who she needed to speak to about this prior to filing a complaint with BBB and possibly the attorney general. The operator ******** put her into Service Manager ***** voicemail. My niece left message stating **** had approximately 15 minutes to return a call to address this issue and as we expected there was no response. They had already been avoiding my calls two plus hours today. The vehicle still needs to be fixed and the business needs to be responsive to customers about the service and cost and held accountable for its shady business practices. A wiring harness does not take three weeks to obtain or install nor communicate in any fashion. Bad business all the way around. Also no quotes provided and no communication with customers is ridiculous business practices.Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I received an invitation to get an oil change for 50% off and 25% off all other services from Defouw Chevrolet. I made an appointment and went in for an oil change and tire repair. When finished they tried to charge me full price even after they assured me of the discount before the work started. When I confronted them they gave my oil discount but charged full price on the tire Repair. This whole process took over an hour and a half for a simple oil change. This smells of a bait and switch. This invitation and discount was initiated by ************************* on Oct 16 2023. Thank you
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