Complaints

This profile includes complaints for Ryan Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ryan Automotive Group

  1101 Oliver Rd Monroe, LA 71201-5713

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  Ryan Automotive Group

  Ryan Honda 1007 Oliver Ave Monroe, LA 71201

• 

  Ryan Automotive Group

  PO Box 2335 Monroe, LA 71207-2335

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle in in late March to mid April for a litany of issues, 2 of them misdiagnosed and incorrectly repaired, slop in the steering and a CEL for the DFCO (P0189). At that time, the idler and Pittman arms were replaced and the connector for a fuel rail pressure sensor. The following day, I called to notify the service department that the slop in the steering and the CEL for the DFCO remained/came back on, but couldn’t get the truck back in for service due to needing it. I returned the truck Aug 20 and was told I should know something the following day after they hooked up a scanner. After a week I texted because I don’t get call backs when messages are left. I was called back with every excuse as to why my vehicle hadn’t been checked yet and that I could come pick it back up if I was unhappy. Approx 2 weeks later, I got a call stating every issue and a $10,800 bill if work was to proceed. I told them that 2 of the jobs were work they just “corrected”, but didn’t fix right and that I’d get a call back after they did some research. After countless calls and texts, waiting for support from GM warranty help, on day 92 of my vehicle being there, I was told that GM was going to cover 90% of the fuel/engine management issues, but I’d have to pay for the steering gearbox, even though the original fix didn’t fix it… at that point, I didn’t want to argue and told them to proceed with the fix, but it cost over $1000, easily, for an issue that wasn’t diagnosed or corrected right when I had it in in March/April, that came with a 12/12,000 warranty… I don’t know about you, but if I didn’t get screwed to cover bad diagnostic and repair work by “qualified” and “competent” certified mechanics, I don’t know what you’d call it. This will be passed to GM and the BBB contacted for resolution, if not a lawyer! I got the truck back 2 days ago after paying $3,900 (including tax and 3% debit card convenience fees). I’ve NEVER

  Business Response

  Date: 12/18/2024

  While the difference between visits was only a few months it was also over 10,000 miles.  Unfortunately there were multiple issues with the steering system and we had to replace what we could tell was failing at the time of the original complaint, to which we replaced the idler and pitman arm which was paid for by the customer's third party extended warranty. When the customer returned, over 10,000 miles later we were able to determine that there was also an issue with the steering gear that had to be replaced as well.  Unfortunately the steering gear was not covered by the customer's third part extended warranty, had it been replaced as part of the original repair or now the customer would have been responsible for the expense of that repair.  As for the original engine repair, the main trouble code we were diagnosing was a P20EE, a NOx Catalyst Efficiency code, which resulted in a document from GM being followed due to that code being in the system which resulted in a fuel pressure sensor connector and a turbo being replaced.  The same as with the steering components, we were able to determine known failures of components due to the P20EE code and those items had to be repaired before any further diagnostics or repairs could be completed as those components failing could also have caused the code P1089 to set.  Upon the customer's return, again 10,000 miles later, the P1089 did come back but the P20EE code for the NOx system was no longer present.  That being said this means there were multiple issues within the system.  Unfortunately between visits the customer's GM warranty expired by time.  The expiration date was 7/31/2024 and the customer returned 8/20/2024.  We had to go to GM and ask for assistance to which GM offered a 90% coverage of the expense.  Had the customer returned prior to the warranty expiring there would have been no charge from GM, unfortunately we don't have the ability to change the warranty expiration date or mileage, no matter the circumstances.

  Customer Answer

  Date: 12/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  See first invoice, complaint #4, P1089 WAS identified, and connector was replaced for the FPR sensor. Insufficient test drive was performed to verify CEL would not return, which requires more than 7 miles to duplicate. Call to assistance service manager made on 4/24/2024 to notify that the CEL for P1089 had returned was made. That call was made at 10:37am and lasted 6 minutes  

  Also, the steering system which was originally worked on in the first complaint/servicing, was also relayed back to the assistant service manager on the same date.

   BOTH fall into the 12 Month/12,000 mile warranty, regardless of 3rd party warranty coverage. All work was performed by a certified GM/Chevrolet mechanic. 

  Two previous attempts to contact the assistant service manager were also conducted on 4/22/24 and 4/23/24, but she was in a meeting or dealing with a customer and no callback was given. These calls are logged in my call log and I highly doubt that those complaints were documented in the computer under my name, so I’m sure, no record or recorded calls were documented, even though  Ryan Chevrolet announces twice that “all calls are recorded for quality assurance. “  

  For both instances, I was unable to return my truck immediately as it was needed and could not lose more downtime, not having my truck. It was returned at the earliest time possible.

  All work, 3rd party warranty or not, is covered for 12 month/12,000 miles, which my vehicle is under, per GMC/Chevy policy. Please show where it’s 10,000 miles, per GM/Chevrolet for ANY service performed by certified mechanics at a GM/Chevrolet service center.
  

  For the last repair, 3.5 months at your shop, I did not ask for a loaner vehicle, which was provided at the first GM/Chevrolet warranties work, as per GM Powertrain Warranty. I appreciate, more than I can say, that GM paid for 90% of the warranty work performed for the injectors and fuel rail replacement, please don’t think or assume I’m not, BUT the two of the original complaints listed in the first invoice were not correctly fixed, leading to a $3,900 bill, over $2,000 for the steering gearbox and replacement, alone. Again, as per the assistant service manager and everything GM and Chevrolet have posted and have clearly documented online, warrantied work is covered for 12 months/12,000 miles AND/OR 24 month/UNLIMITED (per the assistant service manager) for all work paid for out of pocket. She told me that the invoices ARE THE WARRANTY which I have retained, per the pictures. 
  

  Again, see the included photos of the receipts and original complaints and verify the mileage is within the 12,000 miles that GM/Chevy cover their warrantied work.

  I’m happy paying  the 10% for the FPR and the Injectors, BUT the steering issue wasn’t diagnosed OR properly tested during the 7 mile test drive performed AFTER the first complaint/repairs/service, hence me contacting the BBB. That’s why I called the assistant service manager, who was also my contact and service advisor, for the first host of issues and repairs AND the second set of issues/repairs.   

  
  Sincerely:
  ***** ******

  Business Response

  Date: 12/19/2024

  I believe there may be a misunderstanding as to how the 12 month, 12,000 mile warranty works.  The warranty is solely on components that were replaced, as in if there was an issue with the idler arm or pitman arm (components that were replaced) within 12 months or 12,000 miles after replacement, then those components would be covered under the GM warranty.  It does not pertain to a symptom if further repairs or diagnostics are needed.  If there is a symptom that may have been addressed previously, there is not some sort of blanket coverage or warranty for any repairs related to that symptom moving forward.  As stated originally, there were issues with the components that were replaced, the idler and pitman arm, those components required replacement, and fortunately those components were covered by the customer's third party warranty company.  Unfortunately there were further repairs needed, in addition to the idler and pitman arm, and had we determined that those repairs were needed during the first visit or the second visit, the out of pocket expense would have been the same for the customer as far as the steering issues go.

  Customer Answer

  Date: 12/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Although I don’t fully agree, not properly diagnosing the entire problem and contact was made with the service department assistant manager that the issue wasn’t completely diagnosed and/or repaired fully, you just can’t win when it comes to a company like GM or Chevrolet when it comes to these things, even though there are laws in place to protect consumers from faulty diagnostic/ repairs. I do agree that the Pittman and idler arms may have been past their service life’s, but the issue I originally brought it in for WAS NOT FIXED, leaving a tremendous amount of slop in the steering. We’ll agree to disagree on the legalities of thought process on this. It doesn’t leave a good taste in your mouth when you rely on a certified repair center to properly diagnose and repair the entire problem, even after you call them within a week to notify them that the issue wasn’t fixed and the original issue still exists. It’s a shame, but that’s how they all do it  

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car was taken in due to rough idle and going dead on start. Business got my car on 9/19 and kept it until 9/26. Business claimed spark plugs and a fan were the problem. Charged me $943 plus card fees. I picked up car on 9/26/24. Within 10 minutes of leaving the dealership, the check engine light was back on. I took the car back immediately. Business tried to charge me an additional $161 claiming the car had a "new" problem that developed since I picked the car up ten minutes before. If this was the problem all along, then they owe me my $943 back that I had just paid for repairs that weren't needed. If this was part of the original issue, then they should have to fix it for free, since they signed off on the fact that the car was now fixed, and I had already paid $943 for this problem that they claimed was fixed. A "22 point inspection" was also supposedly carried out that deemed everything to be in appropriate running order on their initial repairs, prior to me picking it up. They should either refund the original money I paid, since those repairs obviously were not needed, or they should cover the cost of this new repair for free, since they didn't originally fix the problem that I paid to be fixed.

  Business Response

  Date: 10/03/2024

  Vehicle was towed to us running bad with several codes in the computer, but basically undriveable.  When we pulled the codes from the computer there were multiple codes, including codes for the purge valve. But the purge valve won't make it run bad to where it has to be towed in.  But running bad and how it was could cause the code for the purge valve to set, or something that malfunctioned previously but was not working as the tests we ran and the vehicle ran while in our possession the purge valve had not reset any codes. Typical process is to clear all the codes from the computer and see what returns, which is the next step we took.  The only codes that returned were hard codes for the coolant fan and misfire, the misfire was why it was running bad and had to be towed in.  Those were the items that we repaired for the initial amount.  As the purge valve code had not returned at the time we did not suggest replacing as it was passing the tests at the time and we don't want to try and sell any customer something that we are not certain is failing.  The customer picked up the vehicle and not long after the engine light had come back on but the running bad and the other codes that we had repaired had not returned. We explained to the customer what had happened and why we didn't suggest replacing the purge valve to begin with.  The customer didn't care for our response or that it was going to cost additional money to repair.  There are literally thousands of things that can turn on an engine light, unfortunately the customer had more than one issue but we only suggested repairing what we could confirm had failed at the time.  Due to situation we elected to repair the purge valve at no cost to the customer and the vehicle has been picked up and to our knowledge all concerns are repaired as of now.

  Customer Answer

  Date: 10/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an extended tire warranty with my vehicle. ******* (service writer) at Ryan Auto Group would not honor my warranty. He stated that my tire tread depth was 1/32 and the warranty would only cover tires of 4/32 tread depth or greater. I bought a tread depth gauge and cannot get it to read under 4/32 in any place on my tire. I have text that he and I exchanged and then he blocked my number. I also wrote a review and have not been contacted by Ryan Auto Group. I would be happy to carry my tires to Ryan Chevrolet and allow them to educate me on measuring tire tread depth. ******* was more interested in selling me tires and air filtration products than he was in doing his job and honoring the warranty I purchased. It is my understanding that the warranty pays $40.00 less per tire than the dealership can charge the customer out right for the tire.

  Business Response

  Date: 02/10/2023

  Business Response /* (1000, 5, 2023/01/26) */ We will be contacting the customer today to have him bring the mentioned tire to have our service manager look at the tire with him and see if there is anything we can do or if he is measuring the tire tread depth improperly.