ComplaintsforH&K Chevrolet of New Haven, INC.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/2024 on my way home from vacation with my family I accidentally put DEF fluid into my diesel tank. My truck broke down within 100 yards of the gas station. I contacted State Farm and my truck was Towed to H&K Chevrolet of New Haven that night. A state farm adjustor was sent to the dealership and the estimate of $10,140 was approved. H&K did the work and 3.5 weeks later I recieved a message from the service advisor that my truck was ready for pickup. I drove 3 hours with a check to ******* and paid for and drove my truck home. The day after I returned home my check engine light came on so I drove the truck to my local GM dealership. They then told me that there was def still in the system and that it would cost $15,000+ to fix my vehicle. State farm sent an adjustor out to look at my truck again and they confirmed that not only was it not fixed but that several parts on my final invoice from H&K were never even replaced. When i contacted H&K they accused me of damaging the truck again on purpose and refused to take any responsibility. State farm will not repay for poor workmanship and at this point I have to try and find $15000 that i dont have to fix my truck. Please someone help me

  Business response

  06/04/2024

  The truck in question was brought to H&K Chevrolet of New Haven after the customer had put diesel exhaust fluid into their fuel tank.  When D.E.F. is introduced into the fuel system of a vehicle, it causes it to shut down nearly immediately, and in this case, within 100 yards of the pump.  When the vehicle was brought into H&K Chevrolet, we removed every component that the fuel touches and either replaced or thoroughly cleaned and dried it.  When DEF dries, it crystalizes.  Even when liquid is reintroduced to DEF, the crystals do not turn back into DEF.  The fuel tank and pump and all lines were dry and free from any crystallization when it left the shop here at H&K Chevrolet.  The truck was driven by myself and my technician nearly 100 miles after repairs were completed, and customer drove vehicle home roughly 180 miles.  The customer picked up the vehicle on 5/1/2024 and paid and took it home.  The first contact I received from the customer was 5/10/2024 stating that the check engine light was on, which I then recommended he take it to his local Chevrolet for diagnosis.  He let me know that the code in the system was a running rich code, which means too much fuel is being injected.  In the case of DEF in the fuel, the engine code would be a lean code, or not enough fuel being injected into the system.  The dealer that the vehicle was taken to also stated that the system was full of DEF again.  The chance of DEF being in the system when it left H&K Chevrolet is 0%.  The customer stated to me that he also filled his tank with diesel 1 time prior to the light coming on.  There is no possible way that he was able to make it all the way home and over a week with DEF in the system, especially if the 1st time he only made it 100 yards.  H&K Chevrolet is 100% confident in our repairs and that it was done correctly.  There were no issues when the vehicle left H&K Chevrolet of New Haven.  H&K Chevrolet will not be contributing any assistance.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my truck to H&K Chevrolet in New Haven IN. on 8/30/2023, with complaints of engine light on and blinking and engine running rough,I picked it up on 9/1/2023. They stated they replaced the moduel cleaned the core and dirty core for the sum of $944.83. Dove a half a block away from the shop same issues appeared so i took it back the same day. picked it up on 9/7/2023 they stated 3 injectors malfunctioning on bank one,they stated they replaced 4 injectors, gasket and injector kit on bank one for the sum of $1211.26.I drove it home same issues started took it back on the 9/8/2023 they stated it would be over $3000.00 to fix the catalytic converter at that point i felt like not giving them any more money to do nothing

  Business response

  03/22/2024

  ****************** brought his vehicle to us after the check engine light was on and flashing.  We fixed the issue, and the light came back on.  Diagnosis showed that each time the check engine light came back on, the code stored in the system was a different code and that the prior repair was still functioning properly.  Customers vehicle was in extremely rough condition upon arrival at our shop.  It was also noted that the customer had neglected maintenance of the vehicle, causing most of these arising issues.  All repairs were warranted and codes that were present in the *** of the vehicle lead us to the diagnosis of each repair.  The ** Certified Master ******** stated that the issues were in fact due to neglect of maintenance and were a "snow ball effect".  Since 6 months has passed since repairs were complete, and no contact was made from the customer, we assumed all was good.  No action will be taken by H&K Chevrolet of New Haven, due to the length of time from repair and due to each repair being a separate issue and a separate fault code. 

  Customer response

  03/22/2024

   I am rejecting this response because:

  Engine light was on and blinking and running rough that's why I took  it to them in the first place, 

  and every time I picked it up engine light still was on and blinking  still running 

  rough, it should have had some improvement to the issues that i brought

  it in to them for, for all the money I spent being that they are the dealer ,supposedly

  to be certified to work on this vehicle. If it was in such  bad shape a trueful business would 

  advised me that it's not worth to spend money to repair this vehicle instead of taking my money.

  we took it to another dealer in the same shape that we started with when we took it to them which they

  didn't fix, so we tried the another dealer after H&K TOOK OUR MONEY.

  
  

  Business response

  03/26/2024

  We took ample time to explain to the customer that it was different codes every time the vehicle was in.  We also provided proof that the vehicle was exhibiting different codes and issues.  The customer could not understand that the issues were different, but all those issues caused the check engine light to come on.  The customer failed to do regular maintenance and upkeep on the vehicle, which is why other dealers have had no luck fixing the issues.  We are going to have to agree to disagree.   With the failure to reach out to us to resolve any issues at the time or just after the repairs, H&K Chevrolet will provide no financial assistance or any reimbursement.  We apologize for any misunderstanding that you have had on your vehicle or repairs.         

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/12/23 I took my 2015 Chevrolet to H&K Chevrolet of New Haven for an oil change,plus replacement of a tire pressure sensor. At that time I asked to have the muffler checked out as it was making loud noises. Their service representative (***********************) returned to tell me that my entire exhaust system needed to be replaced. He also told me I needed to make a deposit of $500.00 so that he could order the parts. Unfortunately I signed the quote sheet. AFTER that he told me that it likely would be two or three month, perhaps next year, before they could get the parts, due to the *** workers being on strike. I told my brother and a few others about it they suggested I go to a muffler shop, which I did, who told me I needed a few parts of exhaust pipe replaced and he could replace it for $750. So I asked to just credit my debit card, they said the restocking fee would be over $600. What's to restock if they don't have any stock? H&K also took my copies edited one page that I questioned i.e., changed a labor $500 charge to exhaust $500. They returned my papers to me edited and I saw it only after I returned home. They had already listed $280 as a labor charge for replacing the exhaust system. I told them I would be contacting the BBB, and wouldn't be doing business with them. I found out later that they asked a friend to deposit $500 for them to replace a part. He was smart enough to tell them he would pay them when they put the part into the car. Wish I'd known that before I went to H&K. Can I get my money back?

  Business response

  10/27/2023

  The customer came in and requested an inspection of the exhaust due to a loud exhaust noise.  Upon inspection it was found that the catalytic converter was cracked, as well as the weld going back to the muffler was coming apart.  Unfortunately, the muffler and exhaust are one piece from *************** and the Converter is a 3-way pipe.  The quote that is attached was presented to the customer after the inspection.  The customer agreed to the repairs and signed the attached quote to authorize the repairs.  The parts needed for the vehicle were in very limited supply, with only a few dealerships in the country that we could purchase them from.  We explained to the customer that in order to obtain the special-order parts for her vehicle, we would need a deposit so that we could order the parts.  The customer agreed and it was explained that once the parts were ordered that they were hers and the deposit would not be refunded due to that deposit used to purchase those parts.  The customer had come back into the dealership on the day the parts arrived and stated that she did not want to do the work and she wanted her deposit refunded.  We explained that the parts had just arrived and that she agreed to the non-refundable deposit and that she signed the quote authorizing us to order the parts and complete the job.  The deposit was not refunded to the customer due to the money being used to purchase the non-returnable parts.  

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