ComplaintsforMarshfield Chevrolet

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service department has had my truck for 7 1/2 months to fix engine/emissions issues. Service manager doesnt call back when he says he will. Has been caught in numerous lies regarding why they still dont have my truck fixed. Has now said that part is being sent to his house and paid for it with his own credit card which doesnt make sense. Also said that they found a used part that they could use. Was told they had it fixed a few months ago. I drove it approximately 45 miles and the engine light came on. When they took it back, the engine later blew up while they were driving it. I can not get straight answers, I ask the service manager to speak to his boss, Im not given a name.

  

  Business response

  03/08/2024

  ******************** vehicle had a exhaust malfunction in July of 2023 while his was travelling through our area. Our diesel technician diagnosed the issue as plugged *** filter. We were able to determine that the truck had recently had an engine replaced by another shop and that the reason the *** was plugged was extended time driving with the check engine light on prior to its arrival at our store. At the time of this breakdown that particular component was no longer under any factory or extended warranties. Our Service manager then used GM's Policy calculator and was able to offer assistance to **************** by replacing the ***. That repair was delayed due to the effected parts were on backorder. Once the repair was made, **************** came to the dealership and picked up his vehicle. On his return trip home the Check Engine light came on, we dispatched our trained service drivers to pickup the vehicle and bring it back for repair. On the return trip home the truck began to smoke from under the hood, during later diagnosis it was determined that the pipe running from the turbocharger to the exhaust had not been installed correctly by a previous repair shop. Our technician then ordered the necessary parts to complete the repair as multiple components had now failed due to the previous shops poor instillation. We replaced under GM Warranty the engine, and turbocharger. The turbocharger was on backorder and took over a month for us to receive that from GM, once we received the part the repair was completed. Once completed our technician diagnosed that additional down stream components had been compromised that could not be ascertained until initial repairs were made. At this time we ordered a replacement *** Cooler from GM that was backordered, this took nearly 3 months to receive. During this time **************** was driving our courtesy vehicle and we offered to procure a used part at no charge to get his vehicle back to him until a such time that a new part arrived. Once the *** Cooler arrived we completed the necessary repairs, we then replaced a malfunctioning injector, installed a new *** Filter to replace the one that was compromised after the initial repair. The vehicle has been returned to **************** and all repairs have been made under warranty. At this time we feel as we acted appropriately and swiftly as we could due to parts constraints, granted **************** the use of a vehicle at no charge, and tried to satisfy his every request as timely as possible. Thanks for your time and courtesies.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a car 07/19/21 was told they would mail me the title. Still no title and just get excused like I should have it when I contact them. When they were the ones who told me they would mail it.

  

  Business response

  05/09/2023

  **************** purchased a vehicle from ** on 7/17/21 at the time of his purchase we had not yet received the title back from the *****************. We applied for a new title on May 17, 2021 with MADA. In 2021 the automotive industry was experiencing long delays with titles from both the auctions and state agencies and at the time of sale we had not yet received the ******** title back yet. The dealership provided Guarantee of Title as required by the bank. **************** was told that we did not have an expected date for the title the appropriate lien was filed with the ***************** and the lender. In January of 2022 the title arrived to the dealership. The title and a check to were sent to via ***** to **************** and ***** delivered that package to **************** address on January 6, 2022. We have attached documents in support of our statements. 

  Customer response

  05/10/2023

  Complaint: 20026663
  
  I am rejecting this response because:
  I never received that package, I no longer lived at that address at the time it was sent. 
  
  
  Sincerely,
  
  ***********************

  Customer response

  05/12/2023

  When I moved in August of 2021, I attempted to give my new address to them, telling them that if they mail my title to mail it to my new address. I made sure and had a change of address put in at post office, just in case. Not suspecting them to send a document FedEx. 

  

  Business response

  05/19/2023

  We have applied for a duplicate title. If the BBB can provide ** with a new address for customer we will send the new title and check for late fees to the customer. Thanks

  Customer response

  05/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  My address is; 

  1721 ************

  ********, ** 72601
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife purchased a 2019 ***** Suburban from Marshfield Chevrolet for $41k. According to ***********************, the vehicle was mechanically sound and Certified. That was lie number 1. Lie number 2 occurred when the back gate wouldn't open. **** said it was because he was standing behind it. Lie. It's dysfunctional. When we got out on the road, the vehicle immediately had issues. It started shaking and shimmying. When I called the dealership, I talked to ******* (pre-owned manager) who said he'd get me scheduled in with the service manager. He said he'd make everything right. That never happened. I called today and talked to ***************. He made it perfectly clear that this was my problem and he would not make anything right. The issues happened after driving the Suburban less than 50 miles.

  

  Business response

  11/07/2022

  Tell us why here...**************** has never purchased a vehicle from us. His wife purchased a preowned suburban in October. **************** called ****************** and let him know that the vehicle was having issues after the purchase. This vehicle was sold AS IS with no warranty. **************** spoke to *********************** the preowned manager and an appointment was made for the following Monday at 10 am. **************** did not show for the service appointment. A week later **************** spoke to ***********************, who immediately scheduled him an appointment for Friday. When **************** arrived he went on a test drive with service technician ***************************, the customer agreed that the vehicle was not malfunctioning at that time and stated that it is most commonly experienced in the morning. Service was then rescheduled for Nov. 3rd and **************** agreed to drop the vehicle off the night before in hops of duplicating the issue better. On Nov. 3rd. ******************** was able to diagnose the problem. Parts have been ordered to fix both the transmission and rear hatch issues and customer has been updated. ********************** is fixing this vehicle as Good Will, the vehicle was sold AS IS and had previously passed the mechanical inspection in the shop before ***************** purchased the suburban. We feel as is we are doing as much as we can to satisfy the concerns **************** has and hope to return the fixed vehicle to him soon. 

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

  Customer response

  11/09/2022

  Complaint: 18244095
  
  I am rejecting this response because:
  

   

  First, and foremost, it's a shame I had to file complaints with the BBB, The Attorney General, and GM to get a follow up phone call from Chase.  

   

  The first conversation i had with ***** about this issue left me very unsatisfied; angry in fact. He told me straight up that because i didn't buy the warranty they would not repair the vehicle. This was a classic move by managers at car dealerships to shame you for not buying the warranty. Thankfully, I have extensive dealership experience. The fact is that the warranty company would not have covered the repair even if I had purchased the warranty. Warranty companies do not cover preexisting mechanical problems. 

   

  That said, ***** did step up to the plate and offer to fix the issues at no cost to me (albeit after the complaints and online reviews).  

   

  My main concern at this point is that ***** told me on the phone that it was not a transmission issue. In his research to my BBB complaint, he says it is. Frankly, I dont know what to believe. 

   

  ***** also said that we could return the vehicle if we weren't satisfied. If we're not satisfied after this interaction, we'll definitely return the vehicle. 

   

  Bottom line, if we're satisfied when this very expensive vehicle gets out of the shop, we will gladly remove our reviews and withdraw our complaints. We simply can't do this at the current time. 
  
  
  Sincerely,
  
  *************************

  Customer response

  11/17/2022

  Yes, I picked up the vehicle yesterday. The transmission is now jumping during takeoff and when coming to a stop. That said, *** told me that the transmission is learning my driving style and this issue should correct itself within 500 miles. I trust this is accurate, but do not wish to consider this matter resolved until we have driven the Suburban 500 miles and the transmission issue has fixed itself.

  

  Business response

  01/13/2023

  Vehicle sale was rescinded, customer was refunded down payment. 

  Customer response

  01/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2020, Marshfield Chevrolet decided to ban me from the dealership due to what they said was “yelling and causing a scene”. However that is not the case. I was banned because I was going through a divorce with a Finance Manager at this location. As a paying customer with a current warranty I was told to go elsewhere even though it was their warranty they sold. I personally contacted the warranty company to advise them. This was poor customer service based on personal preferences and nothing more. I have been at the dealership when customers have come in upset and belligerent and I assure you they were not banned. This was simply a tactic of my ex. I have incurred out of pocket expenses due to the selling dealership not honoring the warranty they sold. This went on the duration of the divorce which just finalized. I think it’s only fair that Marshfield Chevrolet reimburse me the cost of the warranty for expenses incurred, travel costs, and time spent when it was their responsibility. I will continue to elevate the issue until there is resolution.

  

  Business response

  07/12/2022

  Ms *** does have a warranty here. At no time did we ban her, we never turned her away from work nor did we tell her she needed to go anywhere else. She is still welcome to come here for future work. We did perform the warranty work and was going through a divorce with one of our finance managers. At no time did we try to get in the middle of that. We remained neutral. If she wants to cancel her warranty, she is more than welcome to do so as any customer can.
  

  Customer response

  07/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  That is an incorrect statement. I was instructed by ******* ****, son of ****** ****(owner), to take my truck to the Lebanon Chevrolet dealership for warranty work. That dealership is 30 additional miles north of Marshfield Chevrolet. I was living in Springfield. I was expected to drive an hour because my ex works at the dealership and did not want me there. I was told to contact Lebanon Service Dept and they would coordinate with Marshfield, I just needed to come by and “sign some papers”. I never did because the whole thing sounded ridiculous. Instead I took my truck to a Springfield dealership where I had to pay a deductible I shouldn’t have had to pay. This happened several times over the course of the divorce since it took a couple years. I don’t want to cancel my warranty. I want Marshfield Chevrolet to pay for the warranty that they sold me to be used at their dealership and then refused to honor it. They are a business that provides services to their customers. It shouldn’t be discriminatory based on an employees personal situation. 

   

   

  
  
  Sincerely,
  
  ***** ***

*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. ↩