Complaints

This profile includes complaints for Reliable Chevrolet LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reliable Chevrolet LLC

  3655 S Campbell Ave Springfield, MO 65807-5201

  
• 

  Reliable Chevrolet LLC

  3727 S Campbell Ave Springfield, MO 65807

  
• 

  Reliable Chevrolet LLC

  3625 S Campbell Springfield, MO 65807

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 22, 2025, I purchased a used 2022 Chrysler Pacifica Hybrid from Reliable Chevrolet for $20,451. The dealership represented the vehicle as being in good condition and provided a clean Carfax report and a vague internal inspection report with no photos or detailed information about the underside of the ********** early April, I took the van to a certified *****/******** dealership for a check engine light. They discovered that the undercarriage was severely damaged the underbelly was nearly torn off. They provided both photo documentation and a written repair estimate of $2,400, clearly stating the damage was pre-existing and not the result of anything I could have caused in the short time Ive owned the van.When I brought this to Reliable Chevrolets attention, I was told I must have run something over. I was then offered two unsatisfactory options: trade the van in for another one from their lot, or have their own service department (the same one that missed the damage in the first place) repair it at a discounted rate.The General Sales Manager also accused the certified dealership of being dishonest, and even after escalating the issue to the General Manager, the dealership refused to take any responsibility for the pre-existing ********* this point, I am asking for reimbursement of the $2,400 repair estimate, or for the dealership to take full accountability for their oversight.

  

  Business Response

  Date: 04/23/2025

  We offered to take a look at the issue and the customer refused.  Please contact **** ********* at ************ with any further questions.  Thank you!

   

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

  Controller

  Customer Answer

  Date: 04/23/2025

  Complaint: 23222269
  
  I have reviewed the business' response and am rejecting it because:
  
  The claim that I refused assistance is misleading and inaccurate. I was offered the option to either trade in the vehicle I had just purchased or drive 3.5 hours to the dealership, with a check engine light on, so their service department (who failed to identify the damage during their initial inspection) could look at it and offer a discounted repair. That is not a reasonable or customer-centered resolution.
  The damage discovered was serious undercarriage damage, which I have already paid $2,400 out-of-pocket to repair at a certified ****************************** This damage was clearly present at the time of sale and should have been identified and disclosed by the dealership before the vehicle was sold.
  Additionally, **** *********, the General Manager, falsely claimed to be the final decision-maker and stated there was no one above him to escalate to. I later obtained documentation from the Missouri Secretary of State clearly showing that ****** T. ***** is the legal owner of the dealership. This was a misrepresentation of authority during an ongoing consumer dispute, and it further eroded my trust in the dealership's intentions and integrity.
  This issue is not just about repairs, it's about accountability, misrepresentation, and poor business conduct. I have since filed a complaint with the ************************* and will be pursuing this matter through small claims court if a full reimbursement is not provided.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 04/24/2025

  we are unable to offer any further assistance and consider this matter closed

  Customer Answer

  Date: 04/25/2025

  Complaint: 23222269
  
  I have reviewed the business' response and am rejecting it because:
  
  The business has refused to offer a fair resolution, despite clear documentation of their failure to disclose material damage prior to sale. I have paid $1,375 of the $2,400 total, out-of-pocket and have filed a formal complaint with the *************************. I will be pursuing this further in small claims court.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 04/25/2025

  While the business technically responded, they failed to provide a reasonable or fair solution. Offering $500 to remove reviews and sign a liability waiver, after I already paid $1,375 for undisclosed mechanical damage, is not a good faith resolution. I remain dissatisfied and will continue to pursue this matter through the Attorney General and small claims court.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a new vehicle, 2023 Chevrolet Equinox, VIN *****************. The vehicle has nothing but program starting with a faulty environmental system that emit bad odors intermittently, A rear view camera that glitches when backing up DAILY which is both unsafe and annoying, a faulty button on the steering column. The attempted addressed these issue with 4 visits to the shop but the smells still exist and the camera still glitches at least 3-4 times a week rendering us blind when backing up. And more importantly in September 2024 only 16 months after purchase the fuel pump died at 1000pm at might on a dark highway stranding my family completely and requiring a tow. We had the fix at ******* Chevrolet Bransona nd were eventually reimbursed 80% of the cost of repair by **, The a week later the catalytic converter failed again leaving me stranded. It did start up an hour later and we drove to dealer for repair. February 2025 the fuel pump died AGAIN on the highway stranding my wife and I again. We still owe ****** on a vehicle that is given us nothing but problems.Dies without warning and this is the primary vehicle we use to travel. We have been ********,*****, ******** and all over state of ******** for sports and family and are scared to death to drive this car. We want a complete buy back to buy something more reliable. we have had 4 other equinox and would consider a swap for a different year equinox or new but honestly we are close to avoiding them all together. We are at our sits end as I los try job 8 months ago and we simply dont have the funds to jsut buy are way out of this situation. please help us. We bought a newer car to avoid these kind of issues and we are now literally stranded. Thank you.

  

  Business Response

  Date: 02/21/2025

  I am the Controller of Reliable Chevrolet (MO), LLC.  Thank you for the opportunity to respond to the complaint submitted by our customer, **** ********* relating to his purchase of a 2023 Chevrolet Equinox.

  The dealership would be happy to work with Mr. ********* to trade out of his vehicle into a new vehicle that better meets his expectations.  Alternatively, Mr. *********** allegations relate to supposed vehicle defects.  Given the relative newness of the car, he can take these issues up with ************** via their Lemon Law process.  *********************************

  Please contact me if you have any questions regarding this matter:  **********************************************

   

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I have contacted them directly and am looking into purchasing a different vehicle. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought 2022 blazer Nov 25th 2025, *** denied Ohio title, reliable sent title back to replace. Feb 5th now & still no title !! No updates but 1 saying should be here end of last week, but still no call.

  

  Business Response

  Date: 02/05/2025

  In regards to ******* ******, we text him on 12/6/24 to let him know that his title paperwork was ready. He messaged back stating that he was going to pick up the title when the owners manual was in. I got with ***** (sales manager) and let him know. He took over from there.  The customer had went to the *** to title his car but they would not accept it due to it being a Ohio title with a Missouri rider. He brought it back to the dealership and I sent off for a dealer title on 1/10 to ********** **************** I called the state on 1/22/25 and they stated that if we havent received the title in a few weeks to call back. I called on 2/5/25 and  the title was kicked to briefs (manual processing), the lady I spoke with stated that she was going to print the page off and put it on her boss' tray to get the title worked faster.She stated to call back on Monday to check on the status.

  Our title clerk, ****** ******, called and spoke to ****, he was very nice on the phone he just asked wanted to know what was taking so long. I let him know that it was kicked to briefs and they had to work the title manually. He didnt seem upset. I also told him that I was calling the state back on Monday and I would give him a call afterwards. I gave him my direct line if he needed anything.
  

  
  

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my truck towed here the 4th of November and they give me the run around every time I try to get an update. I went up there looking for my truck and couldn&#**;t find it. I keep being told they&#**;re ordering parts or they got the wrong parts and so on.

  

  Business Response

  Date: 12/17/2024

  The vehicle was towed in and a repair order written with no appointment on November 20, 2024.  The vehicle had electrical issues and was diagnosed with a bad PCM.  We ordered a PCM and when it arrived, it would not program to the vehicle.  We got our shop ******* and GM Engineering involved to resolve the issue.  The vehicle is currently being test-driven to verify the repairs.  We have updated the customer daily on his home phone during the repair process and have been extremely transparent.  

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  

  I have my truck back, but moving forward, I am not going to be using their services. 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we purchased the vehicle, we were given a carfax that showed no damage or accidents, but when I tried to trade it in at another dealership the carfax showed that it had been damaged before we purchased it. I went to Infinity of Springfield with the Carfaxes and presented them to the manager who said that there is nothing he could do. He was uncaring about the whole deal. I wonder how many other people that they have done this to. I would like to return the car to them for a refund. Thank You! ****** ******

  

  Business Response

  Date: 10/10/2024

  The dealership partner would like Mr. ****** to contact him directly to solve this issue at **************.  Thanks!

  Customer Answer

  Date: 10/14/2024

  Complaint: 22371837
  
  I have reviewed the business' response and am rejecting it because: I did call as requested, which was my second call as well as an in person visit. They have made no offer except that I should come and buy another car from them, which does not address the problem. Because of the timing of the issue and the fact the they have not produced the signed copy of the carfax, I feel that there was intent to cover up the prior damage. I have now filed this complaint with the *********************************. If they continue to ignore this problem, I will have no other choice but to pursue other legal actions. 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my vehicle off on 09-17-24 to be serviced for a check engine light. It was communicated to me that my vehicle would be completed on Friday 09-20-24. I called on that day to check on the status and was told that the wrong parts were ordered. I had not received a call informing me of any mishaps which is very unprofessional. I was then told it would be Monday. I pay a visit to the service shop on 09-24-24 to check on the status and talk to management and now Im being told that i wont be fixed until end of day Wednesday 09-25-25. The communication and customer service has been very horrible and as a first time experience with Chevrolet, i would not recommend coming here to get a vehicle serviced. No one seems to care about the customer and making sure that the customer is comfortable through the whole process. No rental car has been offered to ensure that i can get back and forth while this vehicle is being serviced. I am very disappointed as it is causing a major inconvenience

  

  Business Response

  Date: 09/26/2024

  Good afternoon!

  Our customer was updated daily as shown in the text message screen shot attached.  Vehicle was completed and picked up on 9/25/24--which is the time that was gave the customer on Monday, 9/23/24.  Anytime there was a delay in the completion time, the customer was informed.  The vehicle was diagnosed, parts ordered, and fixed in under seven days.

  Please let me know if we can be of any further assistance.

  Respectfully,

  Rebecca L Martin

   

   

   

   

  Customer Answer

  Date: 09/28/2024

  Complaint: 22329273
  
  I have reviewed the business' response and am rejecting it because:
   
  I be had to call several times. The check engine light is back on as of today for the very issue i brought it in for. So the vehicle appears to not have been fixed. Very unhappy with the service. 
  
  
  Sincerely,
  
  Rashauna Thomas

  

  Business Response

  Date: 10/07/2024

  Called customer they did not pick up, left message. All incoming calls are tracked and recorded no call has come from that phone number in the last seven days. We are happy to work on the vehicle if the customer would like to bring the vehicle in. Customer can call me directly at 417 522 2052. Justin Moore-Service Director

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new vehicle on May 30, 2024 from Reliable Chev. in Springfield MO. They knew I was on the fence regarding purchasing the vehicle. As an incentive to purchase the vehicle the manger told me he could save me $500 (waiving the administrative fee) if I agreed to take a loan; and that the only thing it would affect me was to have a credit check run. He said the interest would be minimal, and that I soon as I received the letter from the financial institute, I could pay it off with no penalty for paying off the vehicle off early - and the interest would be but a few dollars. I received the letter from the financial institute on June 17, and called ************ on June 18. Their call center in in ***************. They said my interest to this day was $332.98 - hardly a $500 savings. They also said they don't have any authority to consider that I was told at the Auto Dealership about "saving me $500". Not only do I have to pay the $332.98 interest to pay off the new vehicle (which I was prepared to pay in full at purchase); now I have the financial institute's name on the title, have the hassle of dealing with a call center in ***************, and have spent the better part of a day up to this point dealing with the situation. Hardly a $500 saving, and more than the absence of a saving, I've dealing with multiple hassles. ************ Call Center said they would have a supervisor - which they never did. Reliable Chev. said a manager would call me - which as of yet has not happened.

  

  Business Response

  Date: 08/12/2024

  I am the controller for Reliable Chevrolet (**), LLC dba Elite Mercedes.  Thank you for the opportunity to respond to the complaint submitted by our customer, *********************.  The dealership has been working with ****************** to correct this misunderstanding and issued a full refund in the amount of $350.00 to reimburse him for the interest accrued with GM Financial.  For this reason, we ask your office to please close this complaint.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  replaced a wheel sensor, on my corvette. I had to bring my car in to have the sensor programmed and retrained. When I got my car back they said I needed all new wheel sensors because they could not read any of them. None of my wheel readings were showing on the dash. I came back home and retrained my sensors using a magnet. All readings are again showing, except for the one I replaced. They wanted over ****** for all new sensors. I find it bad when the person with the scanner tool couldn't diagnose this issue plus lost all original readings to make it look like I needed all new sensors. Felt like someone was trying to make quick and easy money for the sale of sensors. The person with scan tool should have been able to do the job, Instead I got my wheels retrained by myself using a magnet. I didn't need all new sensors! I would have another opinion before you go to this dealership and have some idea, before hand, what the issue is. They can tell you anything if your none the wiser. I've worked on my vette for over 24 years and know my car. I could have taught them how to retrain my sensors with a magnet. Get advice before going to Reliable because believe me they are not reliable at all!

  

  Business Response

  Date: 06/11/2024

  Our General Manager has spoken with the customer.  We did not charge the customer for the repair and will not contact them any further.  Thank you!

  :)

• Initial Complaint

  Date:06/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought vehicle May 4 2024 Lied to about multiple things June 10th 2024. Still not received any Legal documents Want OWNER to contact and help get resolved.She was lied to and threatened that of she did not d8c papers they would take her car. She had already paid 6 months insurance and had no other transportation to work and school.

  

  Business Response

  Date: 06/29/2024

  The customer received her title work in early June and we refunded her the price of the warranty.  Our last communication with the customer was that she was satisfied.

  Thank you! 

  Customer Answer

  Date: 07/01/2024

   Though they refunded the cost of the Warranty We were informed by GM *************************** that we will still retain the warranty that she was promised in the beginning.  We have not received any Warranty paperwork from the Issuer. Just a pamphlet from the Dealership. They did supply that on the day they promised her a check in the amount of the FREE WARRANTY. 

  They were supposed to supply the Warranty at no cost for to repeatedly giving incorrect information. (Kenton *********************** style="font-size: 0.875rem;">We have also now incurred additional fees due to penalties that were incurred through *** because we were given 60 day tags and told she did not have to register before then. We addressed this with the Sales Team (Reth) at the time they had her sign New Documents that were dated for the date of the original contract which was not the correct date. 

  The Manager Reth who drove the Papers to Us then stated that the Dealership would take care of what they needed to on order to make sure she was not penalized. 

  The Vehicle was not register prior to the 30 days because we didn't even receive any documents until June 11. Well past the 30 day cutoff. 

  We never even received fish lending statements for payments until AFTER the 1st payment was due.

  The Dealership had different information in their Title System than they supplied to Us to register the Vehicle at ***. So after HOURS of sitting in the *** to register we then had to go sit at the Dealership waiting for the Finance Manager (****) to make sure the numbers matched with *** in order to then once again return to *** and spend another Hour registering. 

  The Vehicle was purchased May 4. We did not receive documents until  June 11.  Well over a month after we purchased the Vehicle. 

  We received a check for the Cost of  the include Warranty on 06/19. *************************** GUARANTEED that the Silver Warranty will still stay in place. 

  So the Vehicle will still have both Warranties remain in effect.

  We were Guatanteed by **** in Financing after having to once again return to the Dealership for to an error on June 28 that he will cut her a check to reimburse any fees for being penalized for late registration.

  Vehicle purchased May 04

  Vehicle registered June 28 

  Temp tags were dated 07/08. 

  There would have been an additional 25$ penalty had we waited until the date of the tags.

  The Sales Team "Reth" (on behalf of the ************ "*****" ? ) had her sign NEW paperwork on MAY 30th that was actually printed for signature May 30 but were dated for original date of May 4 2024.

  We were just ready for this whole  horrible Car buying experience to be over with so no choice rashly but to accept a check for the price of the Warranty because it was not supposed to be included in the cost of the Vehicle too begin with. 

  He (the GM)  tried to get us to state that we were then Happy with the outcome.

  But, there really was no other option.

  They still owe the penalty fee.

  We will email a copy of the registration to the ************ requesting for the refund of the 25$.

  We have spent HOURS UPON HOURS in that Dealership and on the phone all due to their Team of People supplying fake promises, false deals, incorrect informatiom, incorrect  documents and worst of all...horrible Customer Service. 

   

   

   

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2018 Chev Silverado started shaking, the check engine light was flashing 4/29/24. RPM would rev high, then drop, vehicle would buck forward and shift hard. Took to reliable, they asked if it was making a ticking noise, we said no,showed them the video of what it was doing. They said they found a code p0300 with mis fires on drivers and that all of our lifters needed to be replaced. IT WAS NEVER ticking. We told them to replace oil, filter, spark plugs too. We spent $4167.95. 8 days later on May 12th, the exact same thing was happening again only it was shaking harder. STILL NO TICKING. We took it in and they tried to say we overfilled our tank and it was the fuel system. I have pages and texts where the customer service from the beginning of this was horrible. We have videos of both times it doing the same thing. They text us that Friday and said the tech needed to take it home to drive it. My husband did not know what to say, he just wanted it fixed. LEGALLY they cannot do that because they need our signature, I knew this because I have worked in insurance 34 years. I went Saturday and talked to ************ In person. He was so kind and helpful, he assigned this to the master tech. **** also asked if it was ticking.Monday they said it was a loose wire. It was doing the exact same thing, and it was just a loose wire. The notes said they drove it a week for 500 miles to make sure it was fixed. It was not a week and it was 246 miles. **** the oil change was supposedly done they did not change the sticker, and the first time they were supposed to detail it, they only did the tires. ****** himself said that they brought him in to clean the place up and admitted they did wrong and it was their fault but he would NOT refund us only store credit for ******* because he did not want to loose our business. We told him we were never coming back there. My next step will be hiring our attorney that is on retainer. All details on word doc attached

  Customer Answer

  Date: 05/30/2024

  5/29/24-exactly 8 days later again the exact same thing happened.  We have a video from this as well.  We reached out to Reliable to see if they told us accurately that the warranty on their work would transfer to ******* in ********.   We text/called three different people, NO one contacted us back.  It is evident based off of the 3rd time this has happened they did not correct the issue we brought it in for.   At this time, we are asking. For a full refund of the $4,167.00 we paid so that we can start over somewhere else. We are not asking for the interest we are having to pay on this since we had to put it on our card or the amount of down time we have had due to the fact they did not resolve our issue and the amount of time we are having to spend trying to recover the money we are asking for.   As a whole, the business should be reviewed as we have heard of other complaints concerning vehicle repairs not working after a couple of weeks and they have also had to return back there. Again, the concern at a larger level is the service (or lack of) that is being provided and potentially overcharging others for work that was not needed.   I have attached the latest video along with other information my husband wanted to make sure you had. 

  

  Business Response

  Date: 06/03/2024

  The customer brought the vehicle in 5/3/24 with check engine light flashing.  We inspected the vehicle and found misfires being caused by a lifter that was collapsing intermittently on cylinder 1.  We replaced the lifters and gave the vehicle back.  The vehicle came back on 5/21/24 with the same issue.  We had ***** the shop *******, take a look and found that the technician that had replaced the lifters had accidentally damaged the ground that connected to the back of the head.  We replaced the ground at no charge to the customer and drove the vehicle multiple times throughout the week.  The customer picked up the vehicle and the problem was resolved.  The customer wants a full refund, saying that the lifters were never the problem.  Our service director, ***********************, explained the situation to the customer and even offered a $1500.00 service credit to keep them as our customer.  They refused the credit saying they will never return and still demanded a refund.  

  Please see the attached repair order with ****'s description of the cause, concern and correction.

   

  Customer Answer

  Date: 06/11/2024

  We do not accept it.  If it was the issue it wouldnt have done it again.  At minimum we want half back because it apparently did not need to be done and ****** admitted they messed up and refused to cash refund us so he wouldnt loose our business!
  

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

  Customer Answer

  Date: 06/11/2024

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

  Please review our word document closely and the invoice you sent us.  They did NOT drive it for a week.  I went in on a Saturday at 11am to complain and they had it ready on a Monday afternoon.   In addition to that, they did not put over 500 miles on it, but 246.  Now, if they can lie on paper, admit they were wrong, and tell us they will not refund us cash because they do not want to loose our business, the problem is not us.  I believe my husband even told ****** that we wanted a refund for all of the parts since it was not necessary but we understood that labor and his people had to be paid.  At that a point he STILL refused to give us a refund.  Had he handled this correctly, we would not be having conversation.  

  In addition, there is a huge liability on your end when your techs take vehicles without a signed document.   A text to a customer asking to drive it home is not how the insurance companies work.  There has to be a signed legal document in place before you all can let your people drive other peoples cars off the lot. 

   

  

  Business Response

  Date: 06/14/2024

  Technicians could never duplicate this concern that the customer presented.  GM FSC officer was at the dealership and went over the repair with the shop *******.  The vehicle has been returned to the customer and is working as designed at this time.

  Customer Answer

  Date: 06/18/2024

  Complaint: 21754356
  
  I am rejecting this response because:
  
  Of all the documentation that we have and proved and the fact they couldnt get it to duplicate the first time either and had no problem diagnosing it with over ***** in repairs.   Along with all the other lies they admitted to, and the fact our truck never made the ticking noise, this was not the issue.  Weve talked to other places since then that validated if it was the lifters it would hdvd been ticking 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/18/2024

  6/18/24- This has happened two more times today.   This morning when he was driving to work, and then again this afternoon.  You mentioned you could not get it to recreate the issue for which it was brought in the first time, which proves our point, you charged us ******** for lifters that were not needed.  Again, several people there asked if it was making a ticking noise, and we said no.  THE LIFTERS WERE NOT THE PROBLEM.  IF THEY WERE, THE PROBLEM WOULD BE SOLVED and it was there TWICE for the same problem.  Read what I am saying, and stop just putting what they are telling you to say.