Complaints

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2007 Chevrolet Avalanche to Chevrolet's service department in Franklinton. My vehicle had some issues that needed to be addressed, so I felt it was best to allow a qualified team of experts at Chevrolet to address my vehicle's issues. On 4/19/22, I paid Chevrolet $100 to diagnose the issue that my vehicle was encountering. The service department diagnosed that the issue for the engine misfire was "the catalytic converter coming apart" and told me that it needed to be replaced so the misfire issue would cease. The total amount to replace the catalytic converter was $1,848 plus tax for parts and labor. Although it was a costly fix, we decided that because we were dealing with professionals who could pinpoint the problem, our issue would be repaired based on the diagnostic we paid to receive. We allowed Chevrolet to make the repairs; however a day later Chevrolet called us and said they were done, but it was still misfiring. As a consumer, we made the investment based solely on the professional recommendation from Chevrolet. Now, they are asking for additional money, which led us to wonder what we paid for to get diagnosed. It occurred to us that this Chevrolet dealership simply made a "guess" based on a diagnostic scan tool, but did not follow proper diagnostic procedures. As an upset consumer, we opened a case with Chevrolet Headquarters under case #9-7692821922. We learned from Chevrolet headquarters that the proper steps to take when diagnosing a vehicle includes "reproducing the problem or duplicate the issue" and "verifying the cause" which was not done. Chevrolet headquarters confirmed that they didn't see any tech cases opened under our VIN #. Opening a tech case with the Chevrolet engineers would have confirmed that the diagnosis was correct and complete. The dealership had available support, but did not use it. Our vehicle is still there and we want them to fix it without more money due to their misdiagnosis & burden it caused.

  Business response

  05/11/2022

  On 4-19-2022 *** ******** brought his vehicle to the dealership with a complaint that his engine was misfiring and that his ac was inoperative.  We diagnosed the vehicle and gave him an estimate of the repairs. He had 4 codes technician also noted bad oil leaks, no oil on the dipstick, the number 2 plug wire was disconnected, and previous work had just been done there were new spark plugs and wires. Customer was advised possibility of internal engine damage due to lack of oil.  He approved the ac repair but declined the engine misfire.  On 5-2-2022 *** ******** came in wanting to do part of the repairs that we had given him an estimate for.  He only wanted us to replace the catalytic convertor, we told him that this would be the starting point in diagnosing to see if he needed to have other repairs done.  He approved this work.  After removing the catalytic convertor during repair observed internal fragments throughout the entire exhaust system, causing more labor to retrieve the debris throughout the exhaust.  We contacted *** ******** and approved an additional hour of labor.  The customer requested the debris which we presented to the customer and he wanted to retain his catalytic convertor.  There is a core charge from General Motors on this particular part.  Customer was advised that he may retain the catalytic convertor but would be required to pay the core charge, and the customer agreed that he would pay the core and keep the catalytic convertor.  At this time vehicle has a misfire in the engine and further diagnoses needs to be done to see what other problems the vehicle has. When picking up the vehicle the customer complained about having to pay tax on labor.  The reason that we did not contact Chevrolet tech assistance is because we didn't have any issues diagnosing the vehicle.  That would be the only time that you would open a case. 

  Customer response

  05/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17135665, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [On Line #10 of the business's response, the statement reads, "On 5-22-22, *** ******** came in wanting to do part of the repairs".  This statement is grossly inaccurate.  I was informed that the reason for the misfires was the catalytic converter.  I later found out in my own research that the misfires were actually caused by the first two coil packs on the left hand side facing the engine--which I repaired myself after bringing the vehicle home and the misfire stopped.  Simple and inexpensive diagnostic scan tools are used to get general information on misfires.  In order to isolate the exact problem, a coil pack tester should have been used.  Next step troubleshooting can also be done by removing each spark plug wire from the coil while the engine is running to see which coil packs are not working.  We took our vehicle to the dealership to deal with "professionals" to give us one diagnosis for all problems at one time.  We were to trying to avoid multiple "swings" and additional cost escalations as time progressed.  In the US military, I was taught how to use troubleshooting procedures to obtain the proper results.  I feel I have been disrespected as a veteran and proper procedures were not followed.  When I spoke to Chevrolet's corporate office, they agreed that this dealership did not follow proper steps and could have called their tech team to pinpoint the cause for the misfire instead of choosing the most expensive issue 1st.  Because of their misdiagnosis, we paid roughly $2,000 when in reality, it was a simple $40 issue because the misfire completely stopped when I changed the coil packs myself.  Keep in mind, the coil pack issue was not listed on the original diagnosis they presented (which we also paid for a diagnosis-attached)].  This let us know for certain, that proper diagnostic procedures were not used.  

  
  Regards,
  
  ******* ********  
   

  
  

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