ComplaintsforSaline Chevrolet, Inc.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with NCC/CRISPIN CHEV DT, I do not have a contract with Saline Chevrolet, Inc. They did not provide me with the original contract as I requested.

  Business response

  07/25/2023

  Hello,

  I am not 100% sure what this complaint is, but I am guessing this person wants to have an inquiry removed from their credit bureau. The first thing that stands out in this complaint is that the inquiry in question is labeled as NCC/Bill Crispin. Bill Crispin Chevrolet is not Saline Chevrolet. If Saline Chevrolet ran a customer's credit the inquiry would show up as NCC/ Saline Chevrolet. Saline Chevrolet Opened for business in April of 2022. What is the date on the Inquiry in question? If the date is prior to April of 2022, it would be impossible for Saline Chevrolet to be liable. If the customer can provide more information like the date of the inquiry, it would be helpful.

   

  Thanks,

  *************************

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint about unethical practices in the service department at Saline Chevrolet. I dropped my vehicle off at the night drop with problems. I was called the next day and asked to approve $133 for the diagnosis. I approved the diagnosis, and later got a call saying that the problem was the head gasket with 2 potential outcomes, a $1300 tear down would be necessary to determine which. I approved the tear down. I then got a call saying that it was not the head gasket, but that it was a good thing I had the tear down done because something came apart inside the engine. The next call was that the *** system was plugged up and the pistons were damaged. I approved the $3400 repair. When I picked up the vehicle, I asked for the old parts, and asked what was wrong with the pistons. They brought out the mechanic who pointed out what I thought was minor scuffing on the side of the pistons. He also explained that *** problems causing the oil consumption my vehicle experienced were very common. When they charge $133.00 for a diagnostic, and they know that the *** problems are common, then why do they not check for the *** problems before recommending a tear down? Was I charged $133 for only of a proper diagnosis? My wife shut the car off as soon as she could get off the road after the check engine light came on, the mechanic said that he let it run quite a while when doing the diagnosis, did he do this without adding oil causing the scuffing?

  Business response

  01/02/2023

  ***********************
  Better Business Bureau
  20300 ************************************************************** 48176
  
  RE: BBB Case# ******** Saline Chevrolet/*********************
  
  Dear ***********************,
  
  Thank you for allowing me to answer the above case. ************* had his vehicle dropped off to us 11/20/22 for the purpose of diagnosing a service engine light and a overheating concern. The vehicle was delivered to us after business hours. ************** left the vehicle with us after 6pm as per the attached after hours drop off envelope. The envelope ************** signed states check engine light, wife said overheating, low oil w/67% left.
  
  On 11/21/22 repair order ****** was opened stating ************* concerns. ************** was contacted to authorize a standard diagnosis charge of $133.00 for 1 hour of diagnosis for the concerns brought to us. An authorization was given to us by ************** and diagnosis began.
  
  Our technician performed proper diagnosis following ************** strategy-based diagnosis for the concern, and trouble code stored in the engine module. It was found that there were no overheat codes, nor was the vehicle overheating as stated by **************, however the vehicle was blowing smoke out of the exhaust which later turned out to be oil burning, not overheating as originally thought.
  
  Foer the oil burning concern, the original $133.00 diagnosis included performing a cylinder leak down inspection. The purpose of this approximate 1-hour test is to determine if engine compression is escaping between the engine pistons and the engine cylinder walls. Compression test was performed on each of the 4 cylinders and was found to have 30%-to-40%-cylinder leakage between cylinders. A normal reading should have no more than 5%variance between cylinders.
  
  It was determined that further diagnosis would be needed since the original $133.00 diagnosis time had been used. A phone call was made to ************** explaining what we had found so far, adding that we needed to inspect deeper into the engine to find the loss of compression. A $1,300.00 teardowndiagnosis estimate was given and authorized by **************. This estimate included time to reach the point of failure following strategy-based diagnosis for code and concern, and to reassemble the engine had repairs been declined once reaching the failure. This was explained to ************** and authorized.
  
  
  
  
  
  Teardown diagnosis began. The engine pistons were inspected and was determined that the piston oil control rings were worn to the point that engine compression was escaping between the piston oil control rings and the engine cylinder walls. When this happens it also allows engine oil to escape the engine through the void of the piston/cylinder wall and blow out the exhaust. This can make it appear that the vehicle is overheating. The only way to 100% confirm this oil blow by is to perform the added diagnosis previously authorized.
  
  ************** was called back to advise of the findings,given a complete detailed parts and labor estimate, understanding the costs and was authorized. Repairs were completed, the vehicle was test driven extensively, repairs were properly completed & checked by service personnel as per ******** Motor Vehicle regulations. ************** was contacted of repair completion, removed parts returned to him and vehicle picked up.
  
  Upon receiving BBB complaint# ********, a phone call was made to ************** 12/22/22, 4:18pm. I had explained to him in detail of how diagnosis is obtained. Explained how some repairs require more extensive diagnosis to get to the root cause of the concern. Advised the initial diagnosis of $133.00 is for 1 hour of labor, since this time was used and since it takes almost 5 hours to remove an engine cylinder head, this was the call for more diagnosis time authorization.
  
  ************** did state to me that he knows there is an on-line technical service bulletin from ************** relating to a faulty oil breather allowing engine oil loss. I freely admitted that there is a concern for this, but due to the worn piston oil control rings allowing the oil blow by, this would not cure his concern. ************** opted to believe on-line ****** reviews to repair his concern rather than a fully ASE and ***************** Certified Technician.
  
  Before closing the phone call with **************, I asked what he was expecting from the complaint. He wishes to have the entire invoice of $3,389.11 reimbursed to him. I had asked if the concerns had been remedied with no other concerns since his vehicle was returned. He stated it is running fine with no other concerns.
  
  In closing, since all diagnosis, authorizations, and repairs had been performed correctly, and the vehicle exhibits no further concerns, we do not feel that a reimbursement of any kind is appropriate at this time. If I may be of any further help regarding this concern, please do not hesitate to contact me.
  
  
  Regards,
  
  
  
  
  ***********************
  Service Manager
  Saline Chevrolet
  **************
  *************************************

  Customer response

  01/03/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below.  

   

  Dear ***********************:
  The businesses response lacks or mis-states significant details.  After the dealership performed a proper diagnosis following ************** strategy-based diagnosis the service advisor called me to say that the problem was caused by the head gasket.  She said that they were not sure if it was just the head gasket, or if the head would need to be replaced as well and gave me prices for both scenarios.  They did tell me that they would not know until they tore the top of the engine down which of the 2 was the problem.  Unfortunately, neither was the cause of the problem.  When they called back they said that the problem was actually caused by a clogged *** system.  If the head gasket is bad, the only way to fix it is to tear down the top of the engine, the *** system does not require that.  If you would like confirmation of the original head gasket diagnosis, I would invite you to contact ****** with GMs executive resolution team. I sent a  complaint to GM about the head gasket after receiving the diagnosis, and I believe that he was also in contact with the service department. He seemed surprised when I told him that the dealer had now told me that it was not the head gasket.  His number is **************************.  When I talked to the service advisor after the tear down she did tell me that it was a good thing that they tore it down, because something came apart inside the engine.  When she told me that, I asked what had come apart and she said that she did not know and would have to ask the mechanic.  When she called back, she told me it needed pistons.  I asked if it could just be piston rings, and she said no, the mechanic said it needed the whole pistons.  When I picked the vehicle up, I asked for the old parts, expecting a cracked piston.  Looking at the pistons, to my eye I saw no noticeable defects.  When I asked what was wrong with them, they brought out the mechanic who pointed out some scuffing on the side of a couple of pistons.  Asking him about the *** system he told me that it was a common problem on that engine, that a clogged *** could cause a vacuum on the top of the engine sucking the oil past the rings into the cylinders causing the burning of oil.  When I asked the mechanic what came apart inside the engine, he told me nothing came apart inside the engine.    Does a proper diagnosis following ************** strategy-based diagnosis include ignoring possibilities that the mechanic knows to be a common problem on that engine?  Had I been told what was actually wrong with the car, I would have done a bit more research, much of which shows the vehicle being fixed without a tear down.  I dont know if it was fraud, or simple incompetence, but I was sold repairs based on statements that simply were not true.   
  
  
  

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

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