ComplaintsforDale Willey Automotive, Inc.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday May 12th in the morning our ***** ******* was taken to the dealership for an oil change and tire rotation. We were contacted that afternoon that the service was completed and the ******* ready to pick up. My husband picked up the *******, drove just 5 miles then the car sat for 2 hours at the ball field. Once leaving the ball field, my husband heard a pop pop pop, my husband stopped checked the car out, even looking under the car but nothing seemed a miss. So my husband with son in car took off towards our home in *******. On the highway, once hitting highway speed my husband heard a noise, described as the nails on a chalkboard. Once to the first exit off the highway, my husband pulled off and parked to check on the car. Looking under the car my husband discovered the metal engine cover to be crumpled up under the car from dragging the ground. The car had to be driven home as the dealership was closed by this time. The car made it home and was parked. On Sunday May 14, the car was trailered to the dealership and dropped at the service door. Monday May 15, the service department was contacted to rectify the issue. Upon return phone call the service department stated the ******* was only missing a couple clips and that the clips had been replaced. When I stated the metal engine cover was mangled and needed to be replaced, the service attendant stated "per the service note, only the clips were missing." I reiterated "no the cover needs replaced, clips don't fix this issue." The attendant then stated he would return my phone call after looking into it. Late that evening my husband received a voice message from service department stating the part was ordered but it is on backorder and they do not have a deliver date. On Tuesday May 15, we arrived at the dealership to speak with attendant about *******, the attendant pushed the key towards us stating "its been shored up and you can head out with the car." I stated until the cover is replaced we would not be leaving with the *******. I requested that a vehicle that is sound to drive be provided. The attendant states again "the car is able to be driven, and I don't have a vehicle to provide you." We then left without our *******, and no vehicle provided. On Wednesday May 16th, my husband contacted the service department asking for an update, he was told the part is still on back order with no release date. Today Thursday May 17th when I contacted the dealership, I was told by the attendant the part is still on back order but they entered a critical/emergent request on the part. But it would not be known when the part would arrive, could be tomorrow, a week or even months. I stated, "we need a vehicle for my husband to drive to work, he drives 100 miles and needs a reliable vehicle." the attendant states, "you have two options, you can come pick up the car and drive it as is or the service attendant can remove the mangled cover and the car can be driven without the cover." I then stated that is not acceptable, we only asked for an oil change, on a fully functional and drivable vehicle. I requested again that a vehicle my husband can drive to work be provided, the attendant stated "I dont have a vehicle for you, my hands are tied." I stated you can fix this, please fix this. The attendant stated "I will make a phone call and see what I can do." I stated, "Run this up the chain of command because I need this to be fixed now." I stated I would return phone call at 3:30pm today to get an update.

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