Complaints

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle in to this dealership to be serviced and was told I needed a new motor. The warranty company sent parts only, refusing to replace the motor and instructed the dealership to go ahead with this temporary fix. I was not informed by the dealership that this would be a temporary fix, I paid $1,676.87 and I am now having the same issue with my vehicle.

  Business response

  03/22/2024

  The customer brought her ************************* Traverse with ******* miles, into our service department in October of 2023. That customer was informed after diagnosis that the Traverse needed a new engine. The extended warranty company, Cars Protection Plus, did not agree. The warranty company would not provide an engine. Our service department told the customer that the warranty company would not cover an engine replacement. The customer was told that the extended warranty would only cover $712.00 worth of parts. The customer agreed to continue with the work, to try and fix the issue, knowing the engine would not be replaced. The customer did have to pay $1652.09 out of pocket for the work that was completed. That included an oil change and filter. It also included the replacement of her alternator and fluids. The customers mother then contacted our CFO and stated that she would be suing our business. We let the customers mother know that we will not be making any other contact if she is going to be hiring an attorney. She will then have to contact our attorney.  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife took her vehicle in to ****** around the 18th of Dec because she was having a leak. They performed a diagnostic and told her it was going to be around $1400 to fix. They schedule her to come back in after the holidays around Dec 29th. They said it was a 2 day process; it did not take 2 days. They ended up charging us $1772. This was more than what they originally told her because they said they fixed another sensor that she wasn't even aware that they were fixing because they didn't call and ask her it me. If we didn't have the extra money to pay for that service then they would've had an issue with us. They shouldn't have assumed it was okay to fix anything without our consent. After that, I still noticed the exact same leak. The mechanic claimed it could be due to the snow. They added dye and indeed it was the same leak in the same location. One of the workers knew exactly what it was and it's a common problem with that car. If they new it was a common problem why not check that issue first? A diagnostic was performed; so why was something fixed that obviously didn't need to be fixed. They wanted to charged me around $1200 more to fix the actual problem. I feel like they owe our money back for fixing issues that never needed to be fixed. I'm not asking for all of my money back because some of the things needed to be fixed like the first sensor, but the second wasn't part of the plan. We work hard for our money and I don't appreciate a group of guys taking advantage of my wife because she's nice. Customers should be able to go into an establishment and know they are not going to be ripped off and that they can trust that the service they receive is quality work and not guessing games that are met by excuses to get more money.

  Business response

  03/29/2024

  We spoke with **************** wife throughout the process of their 2014 Dodge Durango being in our service department. When the customer arrived, they stated the *** light was on and that there was a leak under their vehicle. The technician found the vehicle needed a thermostat and two rear tire sensors to fix the *** light. The technician found that the right front CV axle and oil pain was leaking. The most common part to leak oil on the 3.6L engine is the oil cooler, which is the center valley of the engine. The oil cooler was inspected by the technician for an oil leak, but at the time that the thermostat was replaced it was not leaking. The thermostat is placed on top of the engine and the technician would have noticed the oil leak at the time of the replacement of the thermostat. We did have to replace another sensor, but that sensor cost was $70.00, not $372.00 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought pre-owned vehicle with extended warranty. Was told a few aftermarket parts were on the vehicle. Everything went great on sales. About 12 months later started having headlight issues, flickering off and on. Took it into ***** dealership for extended warranty work and they told me that there was aftermarket wiring. I called dealership to discuss and cannot get a call back from their GM, and it's been over two weeks. Now my headlights are going off and on and potentially causing a dangerous driving situation.

  Customer response

  02/23/2024

   ****** is my last name

  Business response

  03/15/2024

  We have contacted ****************, by phone, and asked him to bring his vehicle into our dealership so our service department can look at his issue. He is stating there are electrical issues occurring on his vehicle. Since contact has been made with ****************, he has neither contacted us or our service department. When **************** purchased his vehicle from us, which was modified with aftermarket parts, he was provided with the original parts. We are trying to help **************** correct the issue, but we have not been contacted by him since we reached him. 

  Customer response

  03/16/2024

  My last name is ******

  Customer response

  03/16/2024

  After several weeks of trying to get in contact with their GM and after filing a complaint, their GM finally did reach out (i think somewhere between 02/26 - 03/01.)  He stated that he gave me OEM headlights which was completely false and I advised him of this.  He did however request me to bring the vehicle for them to have their service team review.  I advised him that I would get the vehicle up there at some point as the dealership is 1+ hour away.  As of today, 03/16/24, I have not had a free chance to drive my vehicle to their dealership.  The goal is to get it up there between the 18th -22nd.  

  In regards to their GM or Service Team calling me numerous times, this is incorrect as well.....  I have been the one calling them each time, which also includes calls to their Sales Manager.  As I stated, I did finally receive one call back from their GM.

  Business response

  03/18/2024

  We have several witnesses and the previous owner that stated that the customer was provided with the *** headlights. The customer also admitted to our GSM that he sold the *** parts on **** on the phone. The customer does need to contact our service department to set up an appointment so we can take a look at his vehicle. We would like to assist him, but we also need to make sure our service department is prepared for him to come. Our service department is scheduled out and we would not want him to drive over an hour and be upset if he is unable to get his Tahoe looked at after his drive. We apologize if communication with our GSM, we are working on making that a better process. We appreciate all of our customers; we are striving to do what we can to assist the customer with this issue. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I brought in the **** ******* ** to get the ignition worked on as it had a security light on the pass system. It had installed a new Theft Device and new key. I had an ignition ordered and asked them to replace the entire setup. The replaced the key and theft device but did not replace the ignition. It is still in the shop adding up money to redo what they did earlier that did not fix it. I would like the labor for the new ignition refunded and a discount as they did not fix it the first time when asked and are now double charging for the work.

  Business response

  08/17/2022

  The customer arrived at Lowe Chevrolet on June 27, 2022. The customer stated that he needed the ignition switch, module, and a key programed for his **** ******* **. The customer did supply the parts for our technician. The technician did verify the concerns and took the dash apart to replace the theft module and tried to program the two keys the customer provided. The technician was unable to program the two keys. The service advisor contacted the customer and the customer agreed for Lowe Chevrolet to cut and program one new key. The technician verified that ignition switch was able to be savaged after the other parts were replaced.
  When the customer picked up his **** ******* **, the vehicle did operate correctly. At the time of pickup, the customer was told by the service advisor that the new ignition was not replaced, and the customer was glad not to have the extra charge of replacing the ignition at this time. 

  Customer response

  08/19/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  

  The car acted up a few days later and when I called, I was told to being it back.  (They did not put the new ignition in the vehicle.) When I tried to call back in July i kept being put off since the service manager was not there.  (Update) I picked up the vehicle today and it still is coming up with the same code of Unable to communicate with the immobilizer.  I just paid another 152, and the vehicle still has the same code with the ignition system.

   

  I would like all my money back since it has the same problem.  I have also contacted GM regarding them not fixing the issue.
  
  

  it will be going to a new dealer or shop for the problem and want all the money back spent since they did not fix the problem.
  

  
  
  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. ↩