ComplaintsforBanner Coulson Chevrolet

• Initial Complaint

  12/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There has been a mileage discrepancy from the beginning. Upon registration I was at a yield, untill it was fixed, DMV said I needed a corrected title. Everytime I get the car serviced, there was a question about mileage and my warranty was blocked, with a branded title. I'm right now making $194.00 in payment each month, spending $2,347.80 for repairs and when I complained, they said my title is blocked so we can't help you until it's fixed. The dealership applied for car insurance for me while I was there with my grandson. They got me with Root car insurance, not only did ******* ******* or ******* *******, put the brand new car on the insurance, they also added my trade in vehicle, so I had two cars on my car insurance, which it's price lead me to believe I had full coverage, but I had only liability and two vehicles the 2020 Chevy Trax and a car I didn't even have because they traded it in. I tried to make a claim cause my car was hit while I was sleeping, I called Root car insurance, then I was notified that I wasn't carrying full coverage but liability on two cars. At this point my bumper to bumper 36,000 miles was not acknowledge, yet it was blocked and branded. Again, mileage discrepancy, blocked bumper to bumper 36,000 miles, blocked powertrain warranty 60,000 miles, branded title, with no answers. This whole situation got me in a bind. I'm starting to feel like I'm in danger, physically, because it is a branded title and I don't know the actual miles, or why Carfax and other VIN search say TMU?it's hurting me financially because this new car has cost me and is costing me as far as car payment, insurance and repairs. I'm trying to cope with the situation. I'm at 55,162 miles, my warranty ends at 60,000 miles. I would really appreciate if something is done. Investigate, look into it. This has been a disservice for me from the day I got this car. I'm looking for justice and holding people accountable when things are wrongs. Please help.

  Business response

  12/09/2022

  Please review attached letter that was sent to AG's office.

  Banner Coulson Chevrolet LLC

  3401 Highway 13 Blvd

  Higginsville, MO  64037

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

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

   

   

  October 20, 2022

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

  Consumer Advocate

  Consumer Protection Division

  P.O. Box 899

  Jefferson City, MO 65102

  Re:  Complaint No. ***************** ** *** ******

  Dear *** *******

  Please let this letter serve as our response to the above referenced Complaint by ** *** *******

  We did sell *** ****** a vehicle on September 8, 2020.  The vehicle sold was a new vehicle with full factory warranty.  When *** ****** registered the vehicle, the State recorded the mileage incorrectly as True Mileage Unknown.  This resulted in General Motors not honoring the factory warranty.  After this was discovered, I contacted the State and had the mileage corrected.  The new title was issued with the correct mileage (you have enclosed a copy of the new, good title) and GM then honored the warranty.  GM contacted me and I verified that the new title was issued and there was no longer any hold on the title.  The DMV had made the mistake, the Certificate of Origin was delivered with the correct mileage and customer information.

  *** ******’s grandson was with her when she purchased the vehicle, and he personally made the arrangements for her insurance – we do not provide insurance as part of the sale.  We would have no responsibility to *** ****** in the event of an accident whether her fault or not.

  Please advise if you need any further information.

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

  Customer response

  12/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: This dealership is lying on me! They caused this problem for me and financially it's a problem, I'm on a fixed income! Why is nobody addressing the branded title? This needed to be addressed! My warranty has not been acknowledge several times, and these has always been a millage discrepancy. I want something to be done. The deceptive practices has caused my me to have a financial hardship. I'm complaining because what they did to me is wrong. This is not a brand new car like they said. I spend most of my finances on my 2020 Chevy Trax that I didn't ask for. They put me in this, I had a 2006 Chey Impala that needed work, they couldn't fix it so they stuck me with this car. I didn't have a say in it when I realized my 2006 couldn't be fixed! Here we have a branded title, whose factory warranty has not been acknowledge, car repair is through the roof and now the DMV is telling me my vehicle is worth $6,310 yet I'm paying 22,000 dollars. I want answers. Not to mention when I went to register the vehicle, the DMV said I needed the title corrected, for a brand new car. ******* ******* lie to me and on my grandson and I. There is proof Banner Coulson Chevrolet put car insurance in my name using there email ******************* and not only did the add the 2020 Chevy Trax, they added the car that they traded in, that I didn't even have! I didn't even have full coverage, I had liability on two cars! I would have never done that! I need the questions asked. It's been a issue with the milage from day one. I ** *** ****** is demanding Banner Coulson Chevrolet, ie ******* *******, have to answer for the mistakes that was made. I am a customer that should in good faith be treated like a human. I'm asking for an investigation to take place. All I'm getting is the run around and it's unprofessional to say the least. 
  Regards,
  ** *** ******

  Business response

  12/13/2022

  I have attached a copy of the corrected title.  One of her attachments clearly shows no holds on her warranty.  I don't know what else we can do - the title and warranty are both corrected.  The State of Missouri was the party that incorrectly recorded the miles and after it was discovered we got it straightened out, as well as the warranty.  The only reason we received an email on the insurance was to provide the coverage to the lender.  Again, her grandson was the one who made the arrangements for the insurance.  We do not provide insurance of any kind as part of the sale.

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Open 19 Oct 2021 closed 21 Oct 2021 vehicle picked up on 25 Oct 2021. Total bill $313.68 Repair of Vehicle Failure to comply No resolution has been attained R/O #***** ****** ********

  This compliant is regarding Banner Coulson Chevrolet LLC in Higginsville, MO.  I broke down in I-70 east just west of the Higginsville exit on Saturday October 16, 2021 at approximately 5:30pm.  I was towed to the ***** gas station and allowed to keep the vehicle in a secure location until arrangements were made to get the vehicle fixed.  Personnel from Banner Coulson Chevrolet picked the vehicle up on or about October 19, 2021.  I got word that my vehicle had a bad crankshaft position sensor.  Note that when this part goes bad it causes an abrupt engine shutdown with no noise or warning light.  
  I made arrangement to travel 480 miles back out to Higginsville to retrieve the vehicle.  On Monday Oct 25th, while traveling (480 miles) back out to Higginsville, I spoke with the service department.  I asked about the repair and if they could ensure it was ready; they assured me it was.  I arrived at the dealership at approximately 2:15pm.  I entered the service department and introduced myself to the lady at the desk.  She told me to see the folks at the window inside the main showroom area.   I approached the man at the window who asked for the vehicle year and make.  He stated the vehicle is ready to go.   He gave me the keys and receipt and I then went to the service counter again.   I provided proof of payment to the lady at the desk and asked her to speak with service manager to ensure it was good to go.  This was a result of the traumatic experience during the breakdown with no place to stay overnight, no dinner and needing to get home to Kentucky as soon as possible.  The lady interrupted the service manager who came around to speak with me.  I asked him if everything checked out with no issues and he assured me it was ready and was good to go, that he would drive it and if there was an issue to bring it back.  I stated thank you and based on the issues incurred during breakdown I could not handle that again.  I reached out and offered a handshake in which the service man reciprocated.  
  The bill totaled $313.68 of which 122.81 was for the part and $167.04 was for labor $12.53 for shop supplies and $11.30 for tax.  The receipt states replaced sensor, vehicle starts and performs as designed.  It doesn’t state anything about a test drive but note again it does state a charge for shop supplies.  My point; if vehicle was test drove it should be stated on the invoice.  The leak would have been exposed and should have been repaired prior to my arrival.  
  I got in the vehicle and first thing I noticed was standing water in the middle of the floor board.  My lady partner went back inside and asked why this was so.  She was told there must be a leak and they got a lot of rain.   I started the vehicle with no issue.  We started down the road stopping just 4.1 miles away at the ***** service station to fill up.  We also wanted to thank the staff for helping us out when they allowed us to keep the vehicle there while waiting for service.  When we came out my lady noticed a few drops of oil under the engine.  I opened the hood and notice the engine oil fill tube was cleaned off and dismissed the few drips as missing the filler tube when oil was added.   As a person that maintains my vehicles, I have done these many times in 40 years.  
  At approximately 3pm we began our 480-mile trip home entering I-70 east. Approximately 90 minutes into our trip my lady friend called me on the cell phone.  I answered, via hands-free Bluetooth, and was told that she had turned on the windshield wipers and noticed small smudges.  I told her that isn’t good and we would exit to look at the vehicle.  The observation was more oil has leaked out of the engine and was blowing on my trail vehicle.   The drips were small and the oil was about ½ quart low.  I refilled the oil as we recalculated our options.   It was now around 4:30pm and knowing the service department closed at 5pm we would never make it back since we were 90 miles away and would be forced to sleep in the truck until morning with the hope it could be repaired correctly the next day.  I was upset after enduring traumatic breakdown event and now driving a vehicle that I was told was good to go and I would drive it. From this point forward I listened to no radio and was very tense and focused on the road while listening to the engine.  We stopped for the night in Wentzville, MO.  We cleaned the oil off the windshield of the trail vehicle and added another ½ quart of oil in the alleged repaired vehicle.  We departed the next day, October 26th hoping to finish the drive back to Kentucky safely.  
  We made it home at approximately 3pm EST (one hour ahead).   I called the service manager and explained to him what happened and was not happy with their repair.  He specified he needed to see the vehicle.  I stated he needed to fly to Kentucky to do that.  I told him he assured me the vehicle was good to go and asked if he looked at it to check it out.  He now stated now he did not and he pays the technicians money to do that.  I speculate technician did not test drive or observe his work after repair.  If done the observation of leaking oil from the crankshaft position sensor would be noticed.    
  I called the general manager at Banner Coulson the following day and sent photos of the leaks from the crankshaft position sensor.  I explained to him at that time I was suspect of their work and didn’t know where the oil was from at the time.  I stated I believe their dealership owes it to all who entrust them to service their vehicle of quality work.  They should alert the owner of any concern when observed such as a worn serpentine belt on a vehicle owned by the little old lady with blue hair.  I told him of the Good Samaritan who assisted the evening of the breakdown when I thought it was a fuel issue.  The Good Samaritan crawled under the vehicle to observe the fuel filter.  I was alarmed the General Manager seemed to be more focused on what the Good Samaritan did vice what their Service Department failed to do. 
  Days later I hired a mechanic who removed the crankshaft position sensor.  He observed that the o ring was damaged by either being forced into the vehicle the wrong way and or not lubricated when the o ring was inserting into the hole.  As a note, installing a crankshaft position sensor is a simple process which includes removing the negative battery cable, removing the wire plug to the sensor and taking out one bolt near the bottom of the engine near the harmonic balancer. After the bolt is removed you would carefully pry the sensor out.   See photos and attached video which highlight the leak, the o ring  tear resulting in the oil leak.
  Given the above disrepair, which jeopardized my safety, I request the Better Business file this complaint.  It is apparent to me that the Service Department at Banner Coulson Chevrolet is negligent in performing basic maintenance.  The dealership needs to refund $167.04 for labor to FMS Denver Colorado and an additional amount of $50.00 paid to repair the part again along with $16.00 for oil used which was lost while leaking during the drive home to me. Banner Coulson Chevrolet owes me an apology for disrepair, stress and hardship due to their inapt ability to repair a simply issue. 
  Lastly, I add that the part is approximately $37 more through the dealership since it can be obtained for $85 through ******* **** or ********.  
  
  
   
  
  

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