ComplaintsforFitzgerald Chevrolet

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to be serviced on 4/20/23 for fluid leaking under the vehicle and the vehicle running slow when accelerating. I was advised the vehicle had a transmission line leak and needed to have the pipe replaced. I purchased and provided the parts and the dealer completed the repair. After paying for the repair and driving off the lot, the vehicle was still running roughly in which I advised the service team. They told me it was fine and just the floor in the service area. After driving a few miles the check engine light appeared on the dash and I immediately returned the vehicle to the dealer. They advised that the check engine was reading codes p0160, p0171, and p01101. I was then advised I needed to have the camshaft cover, pcv hose, and the intake manifold replaced. I provided the dealer with the GM certified OE parts and was informed I had to pay for the service again even though they never fully resolved the issue originally. I was called back the next day advised the service was complete, before driving off the lot the check engine light reappeared and was reading codes p0171 again along with p2261. I was told the p2261 was the turbocharge bypass valve being stuck. The turbocharge had been replaced through warranty by Fitzgerald in 5/2022. The service manager Morven ******* cleared the code without addressing the issue. My fear is that the work isn't being done properly which may damage my engine.

  Business response

  05/11/2023

  Good afternoon,

  I was able to review the claim and also the service repairs. I have spoke with Mrs. ******* and was heavily involved with the repair process. I understand that after the 1st repair the check engine light came on and wasn't associated with the repair transmission line replacement. However we understand how it feels when the light comes on shortly after picking up the vehicle, we immediately provided the customer a with the loaner vehicle that they were in previously so there would be no travel restraints. We had diagnosed and verified what the faults were, also after informing the customer we did allow them to again provide the GM parts, this is not a standard procedure, most people don't buy their food and bring it to a restaurant to have them prepare it. After installing the customer supplied components we performed a short road test and diagnostics to confirm all was ok, we also had to add fuel (no charge) to the vehicle so we could test drive the car. The customer did arrive again to pick up and the light came on as we pulled the car in the lane from the wash bay. I was in disbelief as we went thru the system and test drove 8-10 miles. We then kept the vehicle again, put Mrs. ******* in a loaner and the next morning diagnosed the vehicle. At that time it was discovered we pinched a hose which I called and told Mrs. ******* what happened. After installing another vacuum hose we retested and drove the vehicle another 5-6 miles and completed the repairs. Mrs. ******* picked up the car and I also followed up with her 2-3 days later to make sure all was ok, she stated everything was fine and had no issues. There was/is no damage to her engine, we also informed her if there were any issues to please reach out to the dealership or myself directly, I provided her with my direct phone number. At this time the dealer has provided the needed repairs at a discounted rate, allowing for the customer to supply the parts, supplied a loaner vehicle at no charge, fueled the vehicle and performed a free exterior wash. We will continue to work with the customer if any further issues arise. 

  Morven *******

  Service Director / Fitzgerald Auto Mall Frederick

  Customer response

  05/11/2023

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

  I understand I was given a free loaner but I was also required to pay for a service again that should have been resolved on the 1st visit. There’s no record of the 2 transmission pipes being replaced as advised was needed. (Part 42520228 and 95441458) I provided only the 42520228. So how was the transmission leak issue fully resolved without both parts being replaced? After leaving the A/C only works when on full blast. When it is turned down it does not work at all an it was working prior to the service. 
  
  Sincerely,
  
  ******* *******

  Business response

  05/15/2023

  We are sorry you feel that you need to reject the "claim", we have provided the repairs to the your vehicle as recommended and as requested. The transmission fluid leak was repaired with the proper line that was supplied by you. We confirmed that this fixed the transmission leak and no further leaks were present after the repair. It was also explained that the low transmission fluid level could cause the rough shift you were concerned with, after the leak was repaired the vehicle was test driven and diagnostics were performed to determine no further faults were present in the vehicle. The check engine light that came on for an pcv system and intake flap return missing, and lastly the cam cover was leaking. This was not related to the transmission service at all. We acknowledged that you had just picked up and at that time provided transportation at no charge, diagnosed the check engine light and advised of the repair. Initially you declined the repair and proceeded to purchase the items that we advised needing replaced, you returned to have them installed. We did allow this on a goodwill basis, as we said it is not common for customers to bring  or order parts from other establishments, including manufactures and have us install them. Dealerships have several programs and requirements with manufactures when it comes to parts purchases, the dealership uses some of the programs to pass savings, coupons, or rebates on to the consumers. This doesn't happen at restaurants or other establishments. After the installation the light did return only to find we pinched a hose, we made sure to repair it at no charge and made sure you had a vehicle to drive for the inconvenience. There was no drivability issue after the repairs were performed and the vehicle was driven several miles to verify the final repair, at pick up you took the vehicle on a "test drive" before taking the vehicle home. You were contacted by the dealership 1-2 days after to verify you were satisfied with the repairs and said "everything seems ok", we also stated that if something were to change to please call and let us know. To date we haven't received a call stating anything was happening with the vehicle, we will be happy to speak with you if needed, please feel free to contact us with any concern or questions.  

  Business response

  06/07/2023

  To whom it concerns, 

  We have addressed the concerns with the customer and have advised the customer that the repairs were completed properly. Yes the check engine light came on after picking the vehicle up, however we instructed the customer to stay in the loaner car we had provided. We realized we did pinch a hose during installation, causing these 2 codes -p0171/p2261. We repaired the hose at no charge and allowed the customer to drive the vehicle for a test drive prior to taking the vehicle from service. We did not "just clear" any fault codes, the faults were removed after the repairs were completed and the vehicle was test driven to verify the repair. The reason only one hose was replaced is because the second hose was not leaking, it was found to be ok at time of replacement. We replaced the hose that was faulty and cleaned the remaining area to verify no further leaks were present. I even spoke with the customer a few days later to follow up and make sure all was good with the vehicle, the customer responded "everything seems ok" and "I will let you know when something is bad". I proceeded to advise the customer we were glad everything was ok and if there were any issues to let me know. Since that conversation I/we have not heard anything from the customer other than a call about the a/c fan speed. At this time we feel we have provided the customer the proper repair and did not replace unnecessary items. 

  Thank you

  Morven *******

  Customer response

  06/07/2023

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

  When I spoke with Morven I explained the vehicle is barely driven due to working from home. I cannot agree or disagree that the issue has been completely resolved. I do know the fan is not working properly. I would like the complaint to remain open. I would like the opportunity to ensure the issue has been rectified. 
  Sincerely,
  
  ******* *******

  Customer response

  06/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: I noticed the BBB claim being closed, but my vehicle is back to jerking again. The original reason for taking the vehicle into Fitzgerald in the first place. This issue has been very straining on me and my family. Considering the birth of a new baby and trying to get around with a vehicle that isn’t being serviced correctly.  

  ***BBB note:  the consumer advised over the phone that she would prefer to just receive a refund, so she can take it to another business who may be able to fix it...since the car appears to not be fixed properly.  It was further advised that the car was driven very recently and the car has gone back to jerking again. 
  
  Sincerely,
  
  ******* *******

  Business response

  06/30/2023

  Good afternoon,

  At this time the dealership will continue to stand by its previous answers, the vehicle was repaired some time ago and the customer even drove the vehicle to verify this prior to leaving the dealership. The dealership will continue to stand by previous responses.

  Thank you,

  The Fitzgerald Team

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reviews Alltruck 31 professional 30 job 21 finance 19 +6 Sort by Most relevant Newest Highest Lowest ******* **** Local Guide*21 reviews*15 photos 13 minutes ago NEW Absolutely horrible service. Wanted to charge me $125+ to diagnose a problem that they had diagnosed before and did not charge for before ... A simple fuse. They even checked the records of my account and saw it had been covered. My ... My warranty is still active. Then because I resisted this absurd charge Christopher ****** and ***** ********** refused to service my oil change and tire rotations because they hadn't sold me the warranty while for 2 years their location has been servicing my vehicle just fine. Additionally they tried to sell me a change of transfer case fluid because it's "recommended" at 45,000 miles though their own Chevrolet manual says it doesn't need changing till 155,000 miles. Rather than simply put in a fuse that costs them a few dollars they would rather inconvenience and lose a long-term customer. I don't recommend in any way going to this dealer service department but if you have to, see if you can speak with Tom ... He's helpful, respectful, and calm. These other two guys were pulling a major power trip. Good luck.

  Business response

  12/12/2022

  Business Response /* (1000, 21, 2022/12/12) */ RE: We received a complaint # XXXXXXXX on your business External Inbox ********@fitzgeraldautomall.com Fri, Dec 9, 3:16 PM (3 days ago) to me, Ron Good afternoon, I did reach out to Mr. Kemp back in August after he berated our staff and proceeded to use social media to voice his frustration with his "warranty" or lack thereof. I explained to Mr. Kemp that we never used his 3rd party warranty at our location because they wouldn't cover his repair of after market lights on his vehicle. I explained that our advisor used our internal process to assist him with the cost and not charge him for any diagnostics on his prior repair in March of 2022. We also provided a couple of fuses for his vehicle and explained to him how to replace them, he was also advised that fuses are not covered under even the manufacture warranty as they are a component that protects failure of larger parts or electronics. His fuse was blown due to the aftermarket wiring/lights he had installed at some point on the vehicle. Mr. Kemp seemed to understand and was appreciative of the explanation, I then agreed to allow for him to return to the dealership only if he doesn't use foul language towards our employees here, he seemed apologetic and stated he appreciated the offer to return. The visit in May is when he was instructed by an advisor there would be a diagnostic charge and he proceeded to berate everyone at the desk. I feel we resolved the issue with Mr. kemp and no further actions were needed. Morven ******* Service Director Fitzgerald Auto Mall Frederick *** ********* Lane ********* ** XXXXX Email ********@fitzmall.com Direct XXX-XXX-XXXX Main XXX-XXX-XXXX

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took Delivery of a new C-8 Corvette a year ago. With only 3500 miles on this weekend car, I was a disappointed that the writing on the Key Fob completely wiped off !! Instead of replacing the key fob under warranty, the dealership wanted to charge over $500 for a new key fob and programing. This is an obvious defect with the GM key fob and should be replaced under warranty. I really wanted to believe in GM, but they need to stand behind their products because quality matters. They need to honor their bumper to bumper warranty.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/03/09) */ To all parties involved in case# ********. The issue has been resolved, the customer has an appointment with the dealership (Friday March 11th) Fitzgerald Auto Mallis taking care of the replacement of one remote transmitter, there will be no cost to the customer. The customer was made aware of this on March 8th. The issue is not due to a defect and only an appearance issue which the customer agreed was the case, however the customer was not satisfied with the finish coming off after a year of ownership and wanted a new remote at no charge. Fitzgerald Auto Mall has decided to perform a onetime good will and replace the remote at no charge. The dealership feels this should have taken care of any customer issue and the BBB case was not needed. Consumer Response /* (2000, 8, 2022/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩