ComplaintsforJim Trenary Chevrolet

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle from Jim Trenary Chevrolet in OFallon. It wasnt new it was a used vehicle. The day I bought it I couldnt take it home because it had to get a windshield replacement and I was fine with that because I knew that it was a trade-in car. well right after I took the car home a light come on my dash saying service shifter. I immediately called my salesman and told him what was going on and he made an appointment for me to take my car into the shop there to have it checked while the car shop checked it and stated that it was a that it needed to repair and it would be about $1500. I dont have that kind of money and also when I spoke with them, they told me that they wanted to send me drop my car off so they can send it off to get a second opinion, but they cant offer me a loaner car , well I dont have a car if I do that so now I dont know what to do. If yall could please help me out here give me some advice. And I havent been able to make it out there yet because they are an hour away and if I dont have a car Im not gonna be able to get to and from work and they havent even called to check on me or anything.

  Customer response

  03/25/2024

  The last time that Ive talked to anyone at the dealership they want for me to bring my vehicle out there so they can send it off for a second opinion. The problems with that is they are located an hour away, they have NO loner cars , I had a second car until I gave it up for this one in question, I have NO one to bring me back from there ,  Ive asked if I could take it somewhere close to my area but was told no   So Im stuck 

  Customer response

  03/25/2024

  The last time that Ive talked to anyone at the dealership they want for me to bring my vehicle out there so they can send it off for a second opinion. The problems with that is they are located an hour away, they have NO loner cars , I had a second car until I gave it up for this one in question, I have NO one to bring me back from there ,  Ive asked if I could take it somewhere close to my area but was told no   So Im stuck 

  Business response

  04/12/2024

  I spoke to customer, she is getting repair done at repair facility near her home and once its completed she will be contacting me directly

  and we will pay $250 toward the repair to help resolve the problem.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/16/2024 my wife and I purchased a truck (2018 ***** from Jim Trenary Chevrolet. We discovered that the front passenger door habitually would not lock or unlock through the use of any of the door buttons or the key fob. On 1/24, I contacted the Sales Associate by text (copies of all messages available) who assisted us (***********************). I informed **** of the door lock concern and **** was not responsive with helping us resolve the issue. After a few days of calls with no call backs or responses, I was able to speak with the Sales Manager (****) by phone. **** told me to bring the vehicle into the dealership service on 1/31. From 1/31-2/5, our truck was at the dealership service being inspected. During this time, the dealership had extremely poor communication (we would not be updated unless we called the dealership) and the dealership apologized by text for the delays. On 2/5, I received a text that a technician identified the problem as the door needing a new door lock actuator. On 2/7/24, I spoke with ********************* (used car sale manager) and he offered to reduce the cost of the repair due to the door lock actuator likely needing to be replaced prior to our purchase. The repairs were supposed to begin on 2/7. The dealership needed to order a part which was supposed to arrive 2/8. The wrong part arrived from the dealerships 2nd store on 2/8. I was informed the correct part would arrive 2/9 and the repair would be completed 2/9. On 2/9 I was informed the repair would be completed, and it wasnt finished. I was informed the repair would be completed 2/10, and it wasnt. I was informed the repair would be completed 2/12. On 2/12, I was again informed the repair would be completed. A service assistant (*****) informed me the repair would be completed, and took my payment of $200 over the phone. I arrived at the dealership and the repair was not completed. I was informed the repair would be completed 2/13.

  Business response

  03/01/2024

  The total repair bill for the door lock actuator was $852.84 -  the customer paid $200, the dealership incurred the remaining $652.84 in cost. 
  As an act of good will for the repair taking longer than promised, we can offer the customer 1 free oil change and tire rotation. 
  If he would like to use the offer, he can just text or email **** his sales consultant, and we will get it set up for him.

  Customer response

  03/04/2024

  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

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the car brand new 2 years ago. The check engine light came on about a month and a half to two months into ownership and it has never been fixed. There is other things going wrong with the car that just keeps on being put off and never fixed. Also I have an issue with how the car was purchased, it was during covid and the cars were not there and I had to wait for them to come in a couple months. I thought it was too long to wait and I wanted to come back but they had me do some initial paperwork just to kind of save a space in line without actually finalizing anything, and promised deals that were happening then that would not be ongoing by the time it came in. When they called me in to talk about the car I realized that they had finalized the papers without me a month prior and lied to me about payments. I also have proof of this in text messages where they say they flat out don't think they did anything wrong by signing it for me when I wasn't even there. All of these ongoing issues leave me with paying full price for a new car while I have a check engine light on and my information screens have gone completely blank and I can't even read the odometer(last time it displayed something it was at 47, 000 miles) . All of these are issues that happened with the warranty of the car that they have been putting off and never fixed.

  Business response

  02/05/2024

  Vehicle was purchased over 2 years ago, and over ****** miles have been put on the vehicle.  
  Customer states it was purchased during COVID,a quick ****** search shows time frame of COVID as  retained in many states until end of August of 2020, customer purchased his vehicle in 2021.
  
  Customer stated he paid FULL PRICE for his vehicle:
  The vehicle was purchased with a discount and
  Rebate total of  $5,381, approx. 22% off MSRP
  .
  MSRP of $24,010
  A total Discount of $5,381, 22% off MSRP. 
  Vehicle Purchased for $18,629
  
  The vehicle was serviced 4 times over 2 years and ****** miles without complaint.

  Service ****************************** change/tire rotation no other requests by customer
  
  3/12/2022  - oil change tire rotation -no other requests by customer
  
  6/11/2022 oil change tire rotation no other requests by customer
  
  11/12/2022 oil change tire rotation no other requests by customer
  
  
  
  7/14/2023 mileage on vehicle  ******
  -oil change tire rotation  emission inspection 
  -- customer stated check engine light was on
  --evaporative canister purge pump ordered for fix
  
  8/23/2023    mileage on vehicle 40,698
  -  oil change tire rotation 
  a/c compressor replacement covered under First ********************* contract
  
  TESTED OPERATION AFTER REPAIR WITH 40 DEGREE VENT OUTLET TEMPERATURE.
  
  Customer has owned and operated vehicle for over 2 years and over ****** miles.
  Based off the year vehicle was purchased in, and mileage on the vehicle, and the multiple years of operation without any issues, customer servicing the vehicle without complaint,we will not refund the vehicle purchase price.
  
  To help the customer trade out of the vehicle- we can offer $1,000 over
  KBB Fair Trade in on a New Chevrolet in stock at Jim Trenary Chevrolet OFALLON.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 14, 2023 I dropped my car off for an oil change and a Chevrolet recall regarding the airbag. I asked them to look at the airbag warning light (assuming it was related to the manufacturer's recall) and the tire pressure monitoring lights on the dashboard. They called that afternoon and claimed the airbag light wasn't related to the airbag recall and wanted to charge $1,700 to fix an airbag connector and replace 2 tire pressure sensors. I declined the overpriced repairs and only then they said I owed $400 for them diagnosing the codes on my dashboard. This diagnostic fee was not disclosed or posted anywhere when I dropped my car off nor did I sign any paperwork agreeing to this. Had it been posted in the shop, told to me on the phone when I booked the oil change, mentioned when I gave the lady my keys or communicated in any other way I would have never asked for their diagnostic tests. I have a 10 minute recorded call with the parts and service director after the fact where I challenged him repeatedly about them never disclosing their diagnostic fees before hand or having it posted for customers. He never denied hiding the fees. Id be happy to share that. I refused to pay the fees and repeatedly tried to pay for the oil change but they refused payment unless it was for the full price including the added in diagnostic fees. I took my car home using my spare keys and they threatened legal action if I didn't pay their made up diagnostic fees that were never agreed to. They wouldn't give me my keys back until I paid the full $500.

  Business response

  12/20/2023

                  Mr. **** was informed while dropping off his vehicle that if the repair was not under the manufacturers recall it would not be covered under warranty and therefore there would be a diagnostic charge.  Mr. **** Informed us that he used his spare keys to pick his vehicle up the night before and then refused to pay the whole bill.  At that time Mr. **** left without paying, and that is when the O’Fallon police were called.  He paid in order to avoid criminal prosecution, therefore admitting his guilt.  If he had done nothing wrong why would one fear prosecution.  He broke the law by refusing to pay for services rendered and therefore there will be no refund.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called you a while ago to help me with my car dealer. They damage my new vehicle sent it to their body shop to fix the damage they Cause I have pictures That the dealer took the daY the car came back before i even pulled it off there lot The car dealer says they will not fix it because it was not their Fault It was The Body Shop's fault that And I would have to go deal with them. I can't deal with them, I didn't pay them. I didn't hire them my car dealer did all of that. . This is my car dealer's responsibility to fix my car. I can prove either the dealer or The Body Shop. At the damage I don't know which one. Because I don't even know where The Body Shop is .I Opened case a couple months ago with you guys the BBB. And you said you talked to the car dealer. And they were going to fix my car. So you closed my case. So you guys believe the car dealer would do the job. If you told me that I'm not going to help me and there's nothing I can do so. I'm gonna return out to you one last time. Because I'm told the Better Business Bureau actually helps people I don't think I should have to hire a lawyer for this. But might see what you guys do.

  Business response

  07/05/2023

  We will reach out to this customer once again and see what we can do to resolve this issue. We will need for her to bring the vehicle back with us so we can verify what she is talking about and work with the body shop to make things right. 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/8/2023 I showed up for a scheduled oil change and Tire Rotation on my 2018 Corvette that i booked online for $99.00. I signed in waited in the lobby. when my car was ready i proceeded to the service advisor Julie A , who checked me in. She handed me the invoice and said the total is 230.00. I replied no mam i booked it online for 99.00 She checked the site and said OH that's just for 8 quarts your car takes 10. I said ok but im not pay and additional 100.00 for 2 quarts of oil. Then she said or Corvette is not part of that special. I said show me. So she pulled up the site and here is what you see. Chevrolet Jim Trenary Chevrolet SERVICE PRICING TIRE PRICE MATCH GUARANTEE Provide us with a better eligible* price at the time of purchase and we'll match it. Find a better price within 30 days of the purchase, and we'll refund the difference. Coupon Code: 201 Expires 12-30-2023 Eligible Tire Brands: BFGoodrich, Bridgestone, Continental, Dunlop, Firestone, General, Goodyear, Hankook, Kelly, Michelin, Pirelli, and Uniroyal. Offer Disclosure SCHEDULE SERVICE 8-QUART ACDELCO GM OE DEXOS1® FULL SYNTHETIC OIL CHANGE AND TIRE ROTATION ON MOST VEHICLES Coupon Code: 212 $99.95 Expires 07-06-2023 Offer Disclosure SCHEDULE SERVICE Its not clear about not covering corvettes until you click on the offer disclosure. I asked to speak with the service manger. When he came out he was very stand offish and implied racial undertones by implying if i have a problem paying the 230.00 i shouldn't owe a corvette. I stated to him i never would have scheduled the service had i known because i wasn't prepared to pay that today. I took offence to that because I'm a black man. His attitude was very unprofessional. I asked sense the website is very mis leading to please cut me a break because even if you add to quarts its not and additional 100.00. He said i will take off 10.00. what a joke!

  Business response

  05/09/2023

  Disclaimers are all discounts for a reason, some discounts and special do not apply to certain vehicles.  All Corvette's are recommended to us Mobil One oil as it is a high performance vehicle as well as 10 qrts of oil.  As the disclaimer points our there is no mention of Mobil One being included in the $99.00 service.  We are fairly certain, Mr. ****** would not like us putting in the incorrect oil as well as leaving is 2 qrts short.  Most of our corvette owners are aware of the requirements on their vehicles.  The the statement that there were racial undertones is a completely unacceptable statement from a customer and no where in line with the comment he stated was made by our service manager.  It was a statement about owning a Corvette with absolutely ZERO mention of race. We would be happy to offer help Mr ****** his next oil change at a rate of $125; however, we will not be using Mobil One, we will use ACDELCO GM OE DEXOS1® FULL SYNTHETIC OIL which is not recommended for Corvette's but is part of our discount.  The $25 would cover the extra 2 qtrs of oil.  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2017 Chevy Volt was in for a set of repairs at Jim Trenary Chevrolet. After picking up my car on March 11, I noticed that the dealership had stenciled/branded "Jim Trenary" in large black letters on the back of my white Volt without my permission. The work was done poorly, as the branding is noticeably off-center. I am taking this matter very seriously and consider that the dealership has defaced my vehicle. No one asked me for my car to be free advertisement with their branding, and I certainly did not receive any compensation or discount on my repair bill. So first thing Monday morning, March 13, I called the dealership and spoke to the service department. The tech informed me that no one from his crew would have done this, but maybe someone from the neighbor put stickers on cars as a "joke". And finally he suggested that I should attempt to remove the lettering myself. On Wednesday, March 15, I submitted a contact request through the dealership website. End of day Friday, March 17, I have received no contact from the dealership to reach a settlement on this matter.

  Business response

  04/11/2023

  It is not a normal practice for anyone at the dealership to put a Jim Trenary Chevrolet adhesive sticker on any service customer vehicles as part of servicing the vehicle.
  We did ask and investigate as to anyone involved in servicing the vehicle regarding putting a sticker on the Chevrolet Volt. No service technician or porters have said they have put any stickers on any of the service vehicles. 
  The actual stickers for putting on our inventory available for sale is secured in a non-service area. As a resolution we are happy to have you bring the vehicle up to Jim Trenary Chevrolet, and have our porters remove the sticker, simply by pealing it off. There is no special adhesive or other technical removal process. We will also be glad to have your Chevrolet Volt washed and vacuumed as token of good will. 
  Just call and ask for **** * ************, tell them your name so I can make sure your phone call gets through.

  Customer response

  04/17/2023

  Complaint: ********
  I am rejecting this response because:  The dealership continues to deny that anyone put a "sticker" on my vehicle. This insinuates that I am being dishonest and perhaps I put this on my own car. Instead of the customer being right, they are assuming that an employee in their own company would incriminate themselves in such a massive mistake.  Let me be clear. This is not a sticker. It is the official dealership decal branding my car with black "Jim Trenary" without my permission. If someone did this to anyone's property it would amount to vandalism. And since this was done poorly with strong adhesive, removing it threatens to further deface my vehicle.  I have attempted to resolve this matter without legal action. And since I have before and after pictures of my car, it would be quite easy for me to establish a timeline where my vehicle didn't have this branding until after the service on my vehicle. The only adequate response from a business in this matter would be to significantly refund my repair bill as compensation for my time, effort, and damage to my property. I have no intention of having anyone at the dealership touch my vehicle in any way now or in the future.   
  Sincerely,
  ***** ******

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car dealer damaged my brand new car I sold it to me with retural fit items The car dealer had mechanics tried to do body work they dented my car and my whole front clip is crooked they apologized and said they would fix it they sent it out to a body shop because they don't have one The Body Shop made it worse for the last 10 months they keep telling me they're going to fix it And they just keep blowing me off then they fired the sales manager and hired a new one so then I get to start completely over needless to say 10 months later my vehicle still is not fixed please help

  Business response

  02/07/2023

  Customer *** ****** has a black 2022 Malibu that had repair work done by our agreed upon body shop and the customer is not happy with the repair work was completed. Trying to get the vehicle in and the client going back and forth through ** customer assistance has caused an excessive delay in getting the work done to the customer’s satisfaction. On 1/19/2023 we had an appointment in our service department to provide the customer with a loaner vehicle and take the car back to the body shop. The customer stated then that they didn’t want to vehicle to go back to the body shop for repairs and decided they didn’t want to drop their vehicle with us. We are more than happy to try and make certain the client is more than satisfied but I have to be able to get the vehicle in for an appointment and take it to the body shop to determine the vehicle’s needs and the best course of repair.
  
  
  **** *****
  ******* *******
  Jim Trenary Chevrolet – O’FallonTell us why here...

  Customer response

  02/07/2023

  Complaint: ********
  
  I am rejecting this response because: I think we need a mediator everything they said is incorrect 1st of all my vehicle was not a repaired they wrecked my vehicle 2nd I did not get to pick The Body Shop they picked it they took my car an hour and a 1/2 away from where my dealer is and they told me  they were having it told down there didn't give me much choice The reason this has taken so long has nothing to  With me or ** it's because they're constantly losing employees so every time they lose the new service manager or the office girls I get pushed to the back and everyone forgets about me then I have to go to the new set of employees and try to get them to repair my vehicle which that's what I'm doing now I'm working with their new service manager again 4th person I've worked with on this case And that was after let me see I had an appointment I got down there that time they didn't have a rental car they expected me to fly home I guess the last appointment that they made for me I got down there they did have a rental car but then they didn't have a tow truck to toll my car I asked them how they were getting my car down there they told me they no longer had a tow truck they wanted me to pay them $250 deposit for my rental vehicle I said well how are you getting my car down there you're not driving it they said well we have no other way My insurance said unless they can buy an insurance policy for their employee to drive my car 2 hours away then do not let them drive it I explain that to them and now the lady who was handling it has quit her job also and once again no one calls me back I have to keep calling them We need a mediator because this company does nothing but make up stories and I have everything documented and everything I need to prove my case
  
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had my car towed to the dealer as it would not start. They told me that it was a bad negative terminal cable so ********** repaired. They also asked me if I wanted an oil change while it was there and I said ok. Less than a week later, I was returning from being out of town and my dashboard had an alert that read "loss of oil pressure-turn engine off." As I exited the highway, tons of smoke followed my car. When I turned the car off, it was rattling badly. I had oil all over the back of the car and as I waiting for the towed truck, a large amount of oil formed underneath my car and was running to the side of the road. I had it towed to ******* Automotive where they told me the oil plug was missing and there was not any oil in the car. ******* put a new oil plug in and filled with oil. They went further to say that they had never had a car come in without oil in it, and upon refilling, able to drive out without any major repairs needing to be done. They figured the oil plug was not tightened fully and it can loose and fell out with the vibration. I had contacted ***** (the service department manager) at *** Trenary whom said to send him the initial repair bill, the towing invoice, and the repairs from ******* and he would look into "making it right". I emailed him the info as requested without a reply. A week or so later I sent another email without a reply. I then called the service department to learn that ***** was no longer the manager there. **** was the new service department manager. I called and left a few messages without a reply. Also forwarded him the emails I sent to ***** without a reply. I called earlier this week and **** is no longer the manager and **** is now the new manager. I left a message for **** that I needed to speak with him about this issue or I would go to the BBB and I have not received a return phone call.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my 2018 Silverado for over 2 months now. My truck needs a new transmission. They can not find one to put in it, not even from a wrecked truck that could be parted out. I just find that hard to believe that there are no other silverados out there that can give a transmission. The refuse to give me a loaner car. They tell me that they used to have 36 loaner cars, but are now down to 4 and those 4 have been out for months. When i said Mr. Trenary owns several dealerships, none of his dealerships have a loaner car?? They simply told me no. I told them to give me the courtesy or a used car then. "Well that's not in the loaner system." No matter how much i call, stop in to visit, and even curse at them at this point, they refuse to do anything for me. They will not even answer me when i say "what am i supposed to do? how do i get to work? how do i get my prescriptions? How do i get my kids to sports? What do other people do?" They just like to use the word "unfortunate" "It's an Unfortunate situation" "You will have to pay for a rental out of your own pocket" This whole situation is UNACCEPTABLE!

  Business response

  10/22/2022

  Regarding complaint from ****** ***********.  Looking at the customers history with the 2018 Silverado.   This is the first time the 2018 Silverado has been to Jim Trenary OFALLON. It was not purchased from Jim Trenary OFALLON, nor has it ever been serviced here. The vehicle shows service being done on these dates and locations:
  01/18/2018  Weber Chevrolet Creve Coeur,  
  05/15/2018  Weber Chevrolet Creve Coeur
  08/22/2018  Weber Chevrolet Creve Coeur
  03/05/2019  Weber Chevrolet Creve Coeur
  
  
  Regarding finding a used transmission, or parted out wrecked vehicle with intact transmission. We would and do recommend customer putting a new transmission in the vehicle, putting a used transmission into a vehicle is very risky in terms of future break downs and additional failures. A new transmission does cost more than one from a junkyard, if one ever does show up and is usable. New transmissions from the factory are on back order and in short supply. Also in short supply – vehicles –from General Motors or any other auto manufacturer.
  
  If  ** *********** can not believe we do not have enough rental vehicles to provide one for her, here is an article, going over the fact that COVID-19 shut down 93% of all US Auto Production, and has caused massive disruption in vehicle supply and vehicle auto parts supply. See article below

  https://www.cnet.com/roadshow/news/covid-19-shut-down-us-auto-production-coronavirus/
  
  We are not required to provide vehicle loaners to service customers, we have in the past as a courtesy and convenience for our good customers. Unfortunately for service customers, the Midwest and the entire Country – the COVID 19 shut downs Completely depleted new car inventory as well as interrupting the entire  supply chain of auto parts.

  Regarding ** ************* request that we pay for a rental car for her (or come up with one for her for free),  Absolutely not. We are not responsible for ** ************* transportation expenses.
  We have no obligation to provide her with money, a vehicle to drive, cab fare, bus tickets, or any other transportation costs that she incurs. 
  
  Her demands are absolutely out of line,  she didn’t purchase the vehicle from Jim Trenary OFallon, and she has never serviced the vehicle with Jim Trenary OFallon. We will allocate the extremely limited rental vehicles -as we currently are doing. Upon receipt of this BBB complaint, she will not be pushed ahead of other customers. ** *********** is welcome to pay any fees and cost incurred and bring her vehicle elsewhere.  As we will not be paying her any money, paying for a rental car, or paying any other of her bills.

  In terms of the whole situation being unacceptable, we do agree.  It is completely unacceptable to demand money / transporation costs from those who are wholly and completely have no resonable or the most minute level of responsiblity to pay for it.

  It is completely unacceptable to ignore the largest pandemic in 100years effect on auto parts and vehicle supply, and  It is completely unacceptable to curse at our employees in an attempting to extort money from them.
  
  
  ** *********** may be best suited to take her demands to another repair facilty at this point

*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. ↩