ComplaintsforJay Hatfield Chevrolet Buick

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2017 Chevy Duramax. I bought it brand new from Hatfield Chevrolet in 2017. While it was under warranty I had issues with the low coolant light coming on. I also had problems with the glow plugs going bad. They worked on both things with no resolution. Finally after the warranty was out by one month. They found a sensor in the coolant tank was bad. They would not cover it because the warranty had ran out. Even though the problem occurred while it was under warranty. The glow plug issue has been an ongoing problem and I have spent several hundred dollars replacing glow plugs through the dealership. I finally took it to a third party and they determined a solenoid of some kind was bad and the glow plugs stayed on all the time. I realized my truck has 98,000 miles on it now but the powertrain warranty is 5 years 100,000 miles. The time frame has ran out but the miles has not. I would think somewhat would not have this kind of problem with a truck under a hundred thousand miles. Especially when the problem started at 30 or 40,000 miles. I do not think it is fair that the problem was not solved under warranty. And I was left hanging with an ongoing problem and the expense and the problem is now mine to deal with.

  Business response

  06/17/2024

  We're very confused by this request. The last time this vehicle has been seen by our dealership was 3/20/23, which is 15 months ago. The RO from that date states we replaced a NOx sensor. We haven't seen the customer or heard from him since. It's unusual to request a refund for a different serviced than mentioned, more than a year ago... We would be happy for you to bring the truck back to us so we can take another look at it?

  Customer response

  06/17/2024

   
  ********** ********
  
  I am rejecting this response because: A third party has already fixed the 3 glo plugs that currently were bad, as well as the solenoid that turns them off and on. This has been the problem the whole time. They have stayed on while the vehicle was running for 60,000 miles of the vehicle life. That is why the glow plugs continue to go bad. This was never resolved at your dealership. And now it is at my expense and a third party to find the problem. The other issue is how much I paid to resolve the low coolant light coming on that was not resolved under warranty and was also at my expense and a third party to find the problem. I would like a refund for my expenses for these things that I had to pay for that were not resolved while under warranty when the problem started.

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

  Business response

  06/28/2024

  Thank you for providing these for me. After looking at them, the dates have us a bit confused. 
  The first Torq'd Invoice * ***** is dated 6/14/24, which is the same date you filed this complaint. The second Torq'd Invoic* * ***** is dated 6/21/24, which is a week after you filed the complaint. Torq'd has replaced the glow plugs twice in one week, based on the dates of the invoices.

  Lastly and most confusing, is the Wiland Invoice that is dated Sept 16, 24 which is 3 months into the future? None of these invoices were between March 2023 when you last brought us your truck or prior to your complaint being filed.

  Even though the truck is 7 years old, the truck is still under 100,000 miles as the odometer reading when you brought it to Torq'd on 6/21/24 is 98,947. We would be happy to take the look at the truck that has not been in our shop in 15 months. I'm sorry but we cannot refund you the work performed in our shop 15 months ago. We would have appreciated the opportunity to look at the truck in the past 15 months since we have seen it last. 

   

  Customer response

  07/15/2024

  I don't feel they have given a good faith effort. Hatfield keeps saying I should bring the truck to them. However, that is this problem. I have brought it to them and they never resolved my issue. My truck was under warranty the entire time these problem were occurring. The problems continued to happen after warranty and I paid to have them fixed, by Hatfield. They are not being completely honest because they know I didn't keep all of my receipts. They have these records but are not willing to share them.

  So I finally took it to a third party. I didn't report them to the BBB until I had a full diagnosis from the third party. They have worded their responses in a manner to make it seem like they are the victim because they are good at avoiding these issues. I have lost faith in this system. As I believe I paid 65,000.00 for a full warranty vehicle and didn't get to use the warranty properly. If I take it to them and they deny me again. Can I reopen an investigation?

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new ************* bike in May 2022. The bike has been in the shop repeatedly since the purchase for different issues. I have only been able to actually ride the bike a handful of times. The bike has currently been in the shop for 5 weeks. This company has given several dates as to when it will be repaired but it has to this date not been fixed. I was told that the bike would be completed today and took off the day from work as I live in *********** and it is an hour away to pick up the bike. The bike is still not done and now they are saying that they are unsure when it will be completed. All I want it for the bike to be completed or bought back as it is a lemon.

  Business response

  08/19/2022

  Business Response /* (1000, 6, 2022/07/27) */ Mr. **** did purchase a 2022 ************* Motorcycle on May 6th, 2022. Mr. ****** motorcycle has been in our shop 2 times. The first instance was for the detent on the shift rod cracked, this was a defective factory part, which was repaired. Mr. **** had broken down 20 miles from our dealership and we immediately sent a truck and trailer to transport both Mr. **** and his motorcycle back to our shop. We offered to give Mr. **** a ride back to his residence in ***********, but he said that his wife was heading to ********** and we gave Mr. **** a ride to **************. We also provided Mr. **** with a gift card to ******* for his trouble. The second instance with Mr. ****** motorcycle being in our shop was due to him adjusting the clutch. This part has been on order for some time and unfortunately ************* does not provide us with tracking information. *************** warehouse had also been closed for 2 weeks due to moving locations. We have no control over this. Mr. **** called in yesterday (7/26) and was advised to not make a trip until the repair had been made. We received the part at roughly 2pm. Mr. **** then came to the dealership yesterday upset. We advised Mr. **** that repair would be completed by today (7/27/2022) and we would deliver his motorcycle to *********** by 2pm. As I am typing this our service department has completed the repair and the motorcycle is being road tested. Upon completion of the road test we will transport Mr. ****** Motorcycle back to him as promised.

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