ComplaintsforOurisman Chevrolet Co. Inc.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3months ago i bought a 2022 ******* from sale member Zane . I was in a rush due to me having to go to work. Zane said my trade in car value was $6000, today my brand new car was service 2 days the same day for engine light. I am not comfortable with this car. Chevy is not helping me and i was mislead and am now forced to stay with this car i am not safe in. Please help me. I’m paying over $47,000, i did not know the up charge of almost $6,000 was added to the vehicle. I was very mislead and taken advantage of due to me being in a rush. There is no way i would’ve sold my car for less than $6,000. 

  Business response

  07/26/2022

  We are unfamiliar with any service related issues as client has not returned to our service center and appears to be servicing at another Chevrolet dealership.  If client it still having issues we are happy to assist.  We want the client to feel safe in the vehicle.

  Thank you.

   

   

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/22/22 I took my vehicle to the Chevy dealer for a diagnostic and they told me what the issue was. I paid for the problem to be fixed and picked up the vehicle on 3/31/22. Weeks later after some driving I noticed the same issue was reoccurring and took my vehicle back. I communicated what the issue was which was the previous issue that I had paid for and told them that I would like for them to fix the issue. The car is covered under a full warranty but they told me that they’d get in touch with the warranty company. The warranty company agreed to paying to get the vehicle fixed but they first needed the dealership to break down the engine because the issue was within the transmission. All services were paid and my vehicle still hasn’t been touched after being at the shop from 5/25/22 until now. I’ve spoken with Dan who is the service manager, Bobby Allen who is the service tech, and Kelly who is the assistant service manager. Kelly is extremely rude and they all lack the proper customer service skills and communication. They won’t call or give any updates every update I’ve received was from me calling them to get information on my vehicle. Money was spent and they still have my vehicle but nothing has been fixed and here it is 6weeks later. After mentioning that I’d pickup my vehicle they insisted that I’d need to pay $700 with no work done to the car. In every instance since my vehicle has been in their care somehow more money is being asked for with no services rendered. This vehicle is my primary form of transportation and I’ve been without it for going on 6weeks now. At this point I’m frustrated and I don’t know what other option I have at the point.

  Business response

  07/08/2022

  ---------- Forwarded message ---------
  From: Daniel B****** <**************@ourisman.com>
  Date: Fri, Jul 8, 2022 at 2:10 PM
  Subject: complaint id# ********: ******* *****
  To: [email protected] <[email protected]>
  Cc: KENNY P****** <************@ourisman.com>
  

  
  

  Good afternoon,

  This is Dan B****** and I am the service director at Ourisman Chevy of Marlow heights MD. I wanted to inform you that I have spoken to *** ***** and fully understand his concern. We have been working with *** ***** aftermarket extended warranty and have looked at and done preliminary diagnosis of his vehicle and found it has an internal transmission concern. The warranty company is requiring us to remove the transmission, take it apart to determine the cause of failure. There are a limited number of transmission techs that are certified to be able to perform this repair. We have *** ***** in line to be disassembled and will have that process done by Wednesday 7-13-2022. Once that is done we will call it into his warranty company and wait for there inspector to come out and verify cause of failure. Once inspection is complete the inspector will submit findings to the warranty claims adjuster, who in turn will make a decision and notify us of any approvals. That process can take several days, once and if approved we will order the parts as approved/required for repairs. I did apologized to *** ***** for the delays. If you have any question please feel free to give me a call.

  Dan B******

  Service Director
  Ourisman Chevy of Marlow heights

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was 3-11-2022. The amount I paid was $1486.05. They committed to provide me with a diagnostic before they would be able to perform any work on my car. After the diagnostic was done, I received a call from my service advisor that I had over 24 codes that the mechanic had to go through to figure out the problem. My dispute is that I received the worst service and was left stranded several times. I would really appreciate if someone would give me a call so I can explain what I experienced with my service at Ourisman Chevrolet.

  Business response

  04/29/2022

  We did reach out on 4-28-2022 and discussed the situation with *******************.  We did disclose that while she spent $1486.05, and continued to have issues, we did replace at no charge to her:

  1. Secondary fuse block

  2. Starter Motor

  3. Reimbursed $158 in transportation expenses

  ********************'s total spend of $1486.05 included maintenance items that had nothing to do with the starting issue.

  We feel we have provided goodwill assistance in excess to the money spent.  While it was frustrating, and we wish it was avoidable, we do not feel there is any additional obligation (monetarily) owed to *******************.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Chevy  Camaro SS in 2020. ( it was a brand new car with about 14 miles on it. October 30th my car died i for the of my house. November 2, 2021, I called ****** and they had my vehicle towed too Ourisman Chevrolet Marlow Heights. I was told that i needed a new water pump and it was covered under warranty. The next day, i was told i needed an air hose. Friday, November 5th 2021 , I was told i needed a new engine and that it would be covered under warranty. I was not given a loaner and was told i had to payout of pocket from ********** and they would reimburse me up to 42 dollars a day, When i got to **********, i received a **** ****** and had to pay $96 dollars a day, I called back to the dealership to see if they could work anything out about a loaner since i was putting out close to $1k a week and i was told there wasn't anything they could do. I called and asked what the time frame for a new engine would be. They told me they do not no when a new engine would come in. I have been hung up on, told that its not there priority top call me and update me on my vehicle and its now January 10, 2022 and i still do not have a engine. They dealership has not taken my calls and i feel like they are holding my $50k vehicle hostage at this point. I have contacted GM and still am getting the runaround. I need a vehicle for work and this dealership is not handling this case in a professional manner. I am looking for any guidance or actions i can take against this dealership.

  Business response

  01/14/2022

  Totally understand the customers frustration.  Will do our best here to lay out the events and as to the delay's....

  Vehicle came in and was determined to have an internal engine problem.  We disassembled the engine per General Motors guidelines to determine where the failure occurred.  We performed a cost cap analysis which is required by General Motors to repair the engine.  We ordered all of the necessary parts to overhaul the engine.  After delays it was determined that the crank bearing kit needed for the overhaul was not available.  We then contacted our General Motors Field Representative and after some back and forth were able to gain approval to install a replacement engine.  The engine was not readily available from the depot, but we were able to locate one at another dealer in Norfolk, VA and had it shipped in.  The vehicle is currently in our shop and we are installing the engine. We expect to have this installation completed by Tuesday, January 18th.  

  Customer was advised that due to the current nationwide vehicle shortage that we do not have loaners nor does our local Enterprise Rental location.  We did advise that if client is able to locate a rental vehicle, that General Motors would reimburse at $44 per day up to 10 days.

  I hope this explanation helps, and we are sorry for the timeline of this repair, but many things were not within our control, but we will have it completed by January 18th.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting you as a loyal and frustrated Chevrolet owner. My issue started on 5 Nov. when I took my 2016 Chevrolet ******** to Ourisman Chevrolet in Marlow Heights, Md to be serviced for a serious shudder when driving. On 8 Nov. my vehicle diagnoses was that it required the torque converter to be replaced. Ourisman Chevrolet received permission to replace the converter under the vehicle's original warranty. My frustration starts when I was called to pick up my truck on 12 Nov. The service representative stated that the service technician and manager drove the truck and that "it was better than it was before." I don't understand. If I left my ******** there to fixed, then why exactly would I be called to pick up my vehicle if it is still shuttering. I trusted my vehicle would be repaired not to be made better than before. I have numerous questions, but the main question would be, is this how Chevrolet honors their warranties and is this the expected customer service and experience Chevrolet treats it's loyal clients with? I wish I could say this is where things ended, but I can't! I proceeded to open a case with the corporate customer service on 12 Nov and was told I would be contacted in 24-48 hours. Upon contact the customer service representative's only solution was to offer me a trade in. I took my truck in to be serviced; if it shuddered before I brought it in and still has a shudder to me that indicates the issue was never fixed. The representatives solutions was unsatisfactory. My case has since been escalated to a manager. I am really disappointed with the service thus far. I only want my vehicle repaired Is there anyway you can assist me with this issue? It is going into week 3 and it seems like all anyone seems to care about is handbook procedures, not the fact that the initial shudder has not been properly diagnosed and repaired. My vehicle has been at their shop since Nov 5th.

  Business response

  11/29/2021

  Vehicle was repaired per Chevrolet's instructions for a shudder.  Torque Converter is replaced, vehicle is to be driven for 200 miles and the shudder should go away.  If it doesn't, the vehicle will be reevaluated.  Customer was told this by the dealership and also by Chevrolet Customer Assistance.  If the problem does not go away after 200 miles we will readdress.

   

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