ComplaintsforJay Hatfield Chevrolet Buick GMC Cadillac

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 20,2024- my boyfriend and I bought a 2019 *** ***** from Jay Hatfield in Chanute. 6 days after buying this car, the transmission went out. We took the car back to the dealership immediately. They told us they had to send it to a *** dealership to get it fixed and they would give us “weekly updates” on when it would be done, and put us in a loaner vehicle. We never got an update and when I would ask it was “i’m waiting on service to get back to me on that.” While in the loaner- its check engine light came on (it was a 2024). I IMMEDIATELY took it back and told them something was wrong. While there, I personally asked service myself where MY car was and he said they had LOST it. Miscommunication somewhere and they keys to my car were misplaced , *** hadn’t even LOOKED at it yet, this was a Monday. That following Friday- I got a message my car was back in Chanute ready for pickup! Strange, considering Monday it was “lost” and Friday it has a new transmission and is back in Chanute? When I arrived to get my car- nobody could tell me what work was done , give me a service copy or give me a copy of the warranty on the transmission. I drove the car on the highway… IT STILL DOESNT SHIFT CORRECTLY. I right then, reached back out to Jay Hatfield- just to be ignored. Still to this day- April 21, have not heard back. I called Monday morning and requested to speak to the service manager and was told he’s at lunch- he’ll call you at 1:00 PM . I’m writing this on a Sunday evening- I have yet to hear back from anyone in the office, nobody will return my calls, nobody will fix my car. They won’t give me a new 60 day tag even though THEY HAD MY CAR MOST OF THE TIME. They won’t give me my money back and take their car back. My car is 30 days old. I’ve driven it for 10-11 days. It doesn’t run right. Nobody will fix it. Nobody will even tell me which *** Dealership did the work.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Jeep wrangler Sahara from Chanute's Jay Hatfield location on December 22, 2021. A few months later I took the vehicle in for a regular oil change. When I returned from lunch to pick up the vehicle, the shop stated the rotor was completely cracked and deemed unsafe to drive off the lot. The sales manager ****** put me into a loaner car until the vehicle was "fixed". A day later I had called to check up on the vehicle, the auto shop stated that i would have to pay 700+$ for the labor and parts. I did not understand why i had to pay for a rotor that had to have been faulty at the time of purchase without knowing. They stated that was not in my warranty and I would be responsible to pay. I began questioning my "warranty". After a few months I was driving south bound on highway 59, it had just snowed a few days before. While driving a city truck passed going in the opposite direction, northbound. As the truck passed, debris hit the front windshield. Knowing that my "warranty" would cover it, I immediately called Jay Hatfield to schedule my appointment. They proceeded to tell me that it would be a few days before getting me in to get it fixed. Three days later, I took the Jeep in to get it fixed. By then the small crack had spread and cracked the windshield all the way across the field of vision, starting from the driver side all the way to the passenger side. The auto shop stated that they would not be able to cover the cost of the windshield due to it spreading. Out of pocket I spent 350.00 to replace the windshield. I did however call my car insurance through ******** ****** and asked about the deductibles for that incident. A few months later, the same incident occurred. A city truck passed me and debris hit my windshield making a small crack, creating it to crack all the way across. I didn't bother knowing my "warranty" wouldn't cover it. At this point I was honestly just done with this vehicle. A few more months later I went back for my monthly oil and maintenance. My gas cap light and my check engine light at this point were constantly on my dashboard. When I took the vehicle in to get checked out, they realized the gas cap was causing pressure in the fuel tank which was registering the gas cap light. Parts were ordered. The eco was not working in the jeep creating the jeep to not accelerate properly. Going 40 mph was creating the RPM to go above 4 making the vehicle run hot. After "fixing" it the auto shop stated I would have to pay out of pocket. I then was angry and stated, "So what is covered in my WARRANTY?" I then stated I was not going to pay anymore out of pocket for this vehicle. The lady at the counter said she would look into the "warranty". She opened the window and said it would be covered. I wanted to trade in this vehicle for another vehicle that was more reliable. When I spoke to the sales man, he stated I wouldn't be able to do so as it was considered upside down. I expressed my concerns in even driving the vehicle off the lot.

  Business response

  07/07/2023

  While I can empathize with *** ********* frustration about the windshield claim, if a vehicle has a crack more than six inches in length, the coverage states, for safety reasons, that windshield is unrepairable. I am attaching the windshield coverage that was provided at time of purchase.

  There are many items on any vehicles that are not covered by any warranty.  For example, belts, hoses, seals, tires, brakes, and wiper blades, are all items that are meant wear out sooner or later and depends mainly on individual driving habits. Unfortunately, a cracked rotor falls under this category.  The same condition exists for a gas cap.  many reasons can cause seal failure in a gas cap, dirt and dust, age, etc. This is also a very minor issue.  However, as *** ******* stated, we covered that repair by writing off the expense internally, (absorbed the total cost) so I am having a problem comprehending why this is part of a "complaint."  I personally would have been grateful to a business that waived the cost of the repair.

  Be that as it may, I would be glad to entertain attempting to purchase the Wrangler at ***** **** **** current market value of $18,059 based on 125,000 miles, less any abnormal wear or damage (collision or hail would be examples.)  *** ******* would also get the same value if she traded the vehicle and purchased from our dealership. This offer is good through 7-29-2023.

  I can be reached at ************ on Monday or Tuesday or ******************** if she wants to reach out.

   

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

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