Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have brought my 2025 ***** equinox in for what will be 4 software updates to fix, buttons not working, rattling in the roof, the engine reving while Im driving, alignment being off, and caution lights flashing when no one is in front of me. This will be appointment number 6 in five months. I was told it will two days to fix and they will not give me an alternate form of transportation. After finally saying they could give me one, they will not give me a time a loner will be available, it has been two weeks.

  Business response

  02/03/2025

  We completed the software updates per ********* specifications. The other issues we can not duplicate. The customer can not duplicate with one of our Technion in the vehicle with her. We would love to fix her vehicle we are just having a hard time find what to fix. As for the alternate transportation. We only have so many courtesy vehicle available. We can not loan out used cars since Minnesota change the registration laws. We can do our best to get her a rental vehicle at Chevrolet expense if they have one available.

  Please reach out to me directly and I will do my best to remedy the situation.

  Thank you 

  **** Lockwood

  **********

   

  Customer response

  02/04/2025

   I am rejecting this response because:
  
  Throughout my experience with Lockwood, 5 appointments, I have been asked once to duplicate the sound coming from the roof.  After duplicating this sound, I was met with the response of "that is really light".  I stated that it needed to be fixed either way and was told it was fixed.  My entire roof began rattling after and it has not been fixed since.  Lockwood said I was needing a 4th update.  After contacting the dealership that sold me my vehicle, they completed a service check, and it showed there was no updates available for my vehicle.  I also went to get a second opinion on my vehicle after I was never given a date for when a loaner vehicle would be available, and again was told there is no update available when a diagnostic was run.  This would have been the 4th update, and it has not been fixed.   

  I waited too long for a loaner vehicle.  Once finding out how long it would take to fix my vehicle, I waited a week for a phone call from Lockwood to figure out an alternate form of transportation but was never called.  After calling them, I was told it was my responsibility to call Enterprise to get one.  Eventually after discussing this, I was supposed to get a call back from Lockwood to figure this out; however, I was never called.  I called at the end of the workday and was told there would be a vehicle available it one to two days, Tuesday or Wednesday.  I did not hear anything until I called on Friday and was told they could not give me a date on when a vehicle would be available and there were cars in the shop that needed to be fixed before mine.  I was not given an approximate date or a time frame for this.  My vehicle has been in Lockwood to be fixed five times in less than 5 months, and I was not given a time frame on when these issues would be resolved.  

  Business response

  02/05/2025

   

  I spoke with Ms. ******* and she thought it would be best to take it somewhere else. I agreed. 

   

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