ComplaintsforHerb Jones Chevrolet, Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/22/2024 I brought my 2014 Chevy Cruze to Herb jones to check out an issue. They did not look at my vehicle until 1/31/2024. Nor did they call or even try to apologize for the delays. They found my engine had a misfire, coil pack failure, and valve cover gasket leak. They did the work on 1/31/2024. The 3 hours of work cost me $ 1125.70. Despite the fix being very costly I didn’t dispute, I drove the the car for less than a week and put on less than 20 additional miles when the check engine light came on again. I brought it back in. Now they said Cadalidic converter was bad. And it would be $1500. They also said it was unrelated. At this point I took my car to another mechanic. This mechanic told me the leaking valve will almost always burn out the cadalidic converter and tht should have been checked and quoted to me originally. He did the repairs for 600 less than herb jones and noted leaked oil all over the underside of my car. On 2/8/2024 I brought my car into herb jones again to check the leaked oil on valve covers and underside of car. They again said it was unrelated and they now need to do a $600 seal for possible leaks. I declined and they still charged me for a diagnostic despite all of this should have been spotted on 1/22/20224. Not only did herb jones never fully inspect this related issues initially they never took responsibility or apologized. If I had got quoted for all this originally I never would have had the work done. Instead o would have moved on. But now Instead I will be 3000 in the whole because herb jones did the bare minimum. I let my car from herb jones in 2014. I have had all my service done there. The last 3 times I have had to come back multiple times for things to be done right. They only care about making a profit. Customer service and loyalty mean nothing. They treated me very rudely when I disputed the final diagnostic fee. Now I am out thousands of dollars and my vehicle still runs very poorly. I am very saddened by this

  

  Business response

  03/06/2024

  Customer brought vehicle to our shop on 1/22/24, had no appointment, so the vehicle was not diagnosed until a later date.  Vehicle was diagnosed with problem (A), a misfire, coil pack failure, and a valve cover gasket leak. Customer was quoted price and agreed to repairs. Vehicle returned to customer with no malfunction codes present. Customer returned to dealership few days later with check engine light on again and vehicle was diagnosed with problem (B) bad catalytic converter. Customer was quoted price and declined repairs, then picked vehicle up and as a courtesy was not charged any diagnostic fee for problem (B) diagnosis. Customer had the vehicle repaired elsewhere at a lower cost (aftermarket parts, re-manufactured parts, not GM certified parts, lower labor rates, etc... numerous things can play into this). Customer returns to dealership and vehicle is diagnosed with problem (C) leaking seal at the oil pan. Customer was quoted price and again declined repairs Customer was charged the standard diagnostic fee at this time. Unfortunately, 10-year-old vehicles with over 100,000 miles can start having issues.  In this case there were three problems A, B, & C.  A was diagnosed and repaired.  Then B occurred, was diagnosed and repaired elsewhere.  And finally, C was diagnosed and at present I have no status on the repair.  If the vehicle is still running poorly, it is more than likely the result of an improper repair of problem B, by the other source, as again there were no malfunction codes present after problem A was repaired.  We would be happy to assist the customer with repairs to their vehicle, however other diagnostic fees may apply.  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two days after I bought my vehicle the left headlight was replaced by you for looks like 3 or 4 times. I've been broke down 7 or 8 times, my car has not moved in 3 months it's completely trash it was bought new in 2011 but everything on the car has been replaced more than. Once I came yesterday they were closed today the man was extremely rude unhelpful kept saying it had to be in the SUV well as I explained it's been broke down 3 out of the few months I've had it. Apparently they do not know what they are doing if the same things are having to get replaced over and over. Rude staff. Refused to see if the battery matched the only receipt I had. Had no suggestions no help. I believe they must tear your car up if they are replacing the same things over over or they don't know how to fix a vehicle

  

  Business response

  05/08/2023

  I'm not completely sure how to address *** ******** complaint.  The vehicle in question was purchased by someone other than *** ****** from Herb Jones Chevrolet, as a used vehicle with 29,839 miles on or about 10/04/2011.  According to Carfax it has been serviced by Herb Jones Chevrolet 11 times and Valvoline Instant Oil Change 25 times, since the purchase date.  Also, according to Carfax, *** ****** must have purchased the vehicle on or about 7/6/2022 with 195,000 becoming the third owner.  Herb Jones Chevrolet  did replace a "low beam head light bulb"  on 08/03/2022 when it had 198,101.  That invoice was charged to ***** ********  Due to a purge of records in our system, I can neither confirm or deny that *** ******* was the person that originally purchased the vehicle from Herb Jones Chevrolet.  Unfortunately a 12 year old 198,000 mile vehicle, will inevitably need something repaired.  I hope this information will help close this case.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Herb Jones Chevrolet for new tires they quoted me $195.70 installed. The following day they installed two tires. When I picked up my truck the price for the tires was much higher than quoted plus labor and disposal of the old tires even though I was keeping the old tires. They did agree to lower the price of the tires and remove the disposal fee however they did not remove labor. There was simply to many "mistakes" this company is intentionally ripping me off.

  

  Business response

  10/26/2022

  I was out of the office during the time frame that this instance occurred, but with the information I have been able to gather, unfortunately I think mis-communication in the different computer systems in which we use to obtain a tire quote has played a role in the confusion.  I know that when the pricing issue occurred our employees did their best to make the situation right for Mr. *****  A quote on tires is subject to change, much like rebates on new vehicles can change month to month or even day to day.  I have attempted to contact Mr. ****, but he has not returned my call as of now.  I would like to speak with Mr. **** to hear his version and establish a time line in which the situation occurred.  Also, to establish if he received the quote in person, by phone, via our website, GM's website, etc... How he received the quote in this situation is key, because if he had it in writing, the price right or wrong, could have simply been handed to the service writer.  In some circumstances out of house computer systems will give you just the price of the tire, while our in-house system will figure the tire with installation and disposal fees.  Disposal fees are assumed in our system, because of disposal laws.  I can assure you and Mr. **** that no one here is "intentionally trying to rip someone off".  Herb Jones Chevrolet has been in business for 52 years, 29 of which I have been present and I receive very few complaint cases that are within our control and virtually no BBB cases.  At this point I see no reason for any refund to Mr. **** as we matched the price of the tire/tires in which he stated he was quoted.  Mr. **** is welcome to contact me and we can discuss it further. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩