ComplaintsforRogers-Dabbs Chevrolet, Inc.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was brought into *********************************** Center for some repairs. My Car was dropped off in November to them and in the shop there until January. One of the repairs involved was replacing the radiator. Some weeks later my coolant light came on and I noticed a coolant leak. I then took my car to my mechanic shop to get evaluated. My mechanic sent me a video showing that it was the radiator that was leaking. So, I sent the video over to my point of contact at ********************* who name is *******. I also reach out to my insurance company. My insurance company report they ********************* supposed to have only used certain type of parts that is LAQ but they got my Radiator from somewhere that is not LAQ certified. So, (that's another problem). At first ********************* called me back and said that they were not going to replace the radiator. But then they reached back out yesterday and said they would replace the radiator, but I am responsible for the labor. I told them I would not pay for labor because I am not in fault and that the part is what had failed. So why would I pay for labor. I also told them I will tow the car back to them so they can replace the radiator and they can do the labor. But they said no. They are unwilling to take full responsible and that is not right. I also been waiting for a call from the ** and that has never happened either. They are doing some shady and unrightful business over there at that Deal ship. I have been going through this situation for 2 1/2 weeks.

  Business response

  02/28/2024

      ************************* brought her 2014 ******** CLS550 to *********************** for collision repairs on 11/30/23. As part of the collision damage, the radiator needed replacement. We ordered a *** radiator from OK Auto Parts and it was received on 12/5/23. The *** radiator was used per USAA guidelines which state Vehicles older than current model year, regardless of mileage, use ***, and aftermarket parts. We completed the repairs on 1/5/23 and **************** picked her vehicle up on 1/8/23. **************** reached out to our CSR, *******************************, on 2/19 to inform us that she had her vehicle at another shop due to the radiator leaking fluid. We requested **************** send pictures of the radiator leaking to see what may be causing the issue. It appeared from the video provided from **************** that the radiator was leaking coolant but, it was not visible exactly from where the leak was. We reached out to the vendor the radiator was purchased from. They informed us that the radiator only has a 30-day warranty from the time of purchase. We reached out to **************** insurance company, USAA, to inform them of the issue. They denied any assistance to provide **************** with a different radiator. We informed **************** that her insurance company would not provide any assistance but Rogers Dabbs Chevrolet would provide a different radiator at no charge. Unfortunately, *********************** would not be able to pay for the labor to install the radiator at the other shop. **************** became irate and started using profanity towards ******** **************** then called back on a 3-way call with her insurance USAA. ******* informed both **************** and USAA, That *********************** would provide a replacement part but could not provide the cost of labor to install. USAA again denied any assistance. **************** began to use profanity again and also started using racially motivated terms which prompted ******* to end the call.
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Amount paid: $1, 646.39 Transaction date: Aug 4, 2023 July 24, 2023- I bought a 2003 Chevrolet Silverado for battery issues and inspected the brakes as they felt a bit spongy to me. After their "comprehensive" inspection of the vehicle upon intake, I was told everything was fine except I needed a new battery, new cables for the battery, and 4 new brake pads and 1 rotor (see call from July 27, 2023) to be replaced, which I approved and was simply waiting to hear from them to pick the vehicle up once done. Six days later, without anyone actually calling me (no voicemails or missed calls between July 28th and August 1, 2023)-- I find out that there is a "sudden" leak within the brake line that they can't explain after they were bleeding the brakes after they've done work on the truck. Although an email was sent to them regarding the complaint Aug 5, 2023, the business has not tried to resolve the issue and has not communicated with me at all regarding the complaint. I'm requesting that all phone calls to and from me are pulled as they are "recorded" from their establishment and my complain thoroughly reviewed. There are additional pictures and video that I will be sending in the near future as another mechanic is looking at the vehicle currently to determine damage. It was towed directly from Roger-Dabbs to another facility as I was not comfortable with this establishment doing any more "work" on this truck after the incident.

  Business response

  08/11/2023

  Rogers Dabbs Chevrolet does not record all the incoming our outgoing phone calls therefore we are not able to supply that information. We are aware however of the vehicle and the reasons for the necessary repairs. This vehicle had multiple issues with the braking system due to several reasons, one of which, caused the failure to the brake line. The excessive rust under the vehicle is what caused the weak line to fail, we do take responsibility for not seeing the leak until after we were able to get the brake system mostly up to standard to allow for proper pressure to flow through the lines. The fact still remains that the vehicle in question needed all the repairs that we mentioned, no matter the order in which they were identified. We do however, understand the frustration of not being able to get into contact with our team and that responsibility lies solely on us. As a show of good faith, we would like to extend a reimbursement of $823.19. The Silverado was repaired to standard with the exception of the brake line that the customer would not give us authorization to repair. We feel that with the vehicle status being improved and the customer getting the benefit of paying half price for the repairs received, this should compensate for the added frustration of not being able to get in contact with our team. We will provide the reimbursement of the $823.19 as long as there is a mutual understanding that it has to be resolved in a timely manner.  

  Customer response

  08/15/2023

   

   Complaint: ********

  I am rejecting this response because:

  Immediately the truck was towed directly from Chevrolet to another mechanic considering everything that happened.
  The audio tells what he found and he sent pictures (last Friday- August 11, 2023)--which is why I held off on replying. The audio file/pictures is too large to send  here and will not attach so I will send it seperately to BBB. 
  One of the most immediately concerning things is that he saw a compression fitting on the line and says that--it's cleaner which suggests it was done recently.
  He also says that he had to charge the battery and the gauges are still all over the place which is actually one of the main reasons why I bought the truck into Chevrolet.  I was told by Chevrolet that I needed a new battery and cables--and still there is an issue. I do not think 1/2 a refund is fair/just in this situation.

  Regards,

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

  Business response

  08/15/2023

  Thank you for the pictures and audio you provided. I would like to point out that none of the photos you provided were anything that we had to remove to replace your brake pads and rotors nor is it anything that had to be removed to replace the battery and cables. This being a 20 year old vehicle, it is more that likely something that was done outside of this visit. The audio also mentioned that the leak in the brake line was hard to reach and the fuel tank had to be removed to access it however to identify the source of a leak, you have to reach in and spray off of all of the road grime with an extendable spray nozzle which makes it easier to identify the fluid leaking but also explains why the fitting that is leaking was cleaner than the other components. We agree with the 2nd technicians response which is why we recommended the repair of the brake line. The fact that is not easily accessible is most likely the reason there was a delay in finding it. Rogers Dabbs Chevrolet made no effort to repair the brake line since there was no authorization from the customer given to make that repair. Also, if the battery and cables had to be replaced again after we installed it, there is a General Motors warranty that covers those components and should have been replaced at no charge for you by the shop you took it to. GM offers an excellent warranty on their components and that Is why we strictly use GM original replacement parts during our repairs. This warranty is identified on your copy of the invoice you received when you picked up your vehicle. Again, and as the 2nd technician confirmed, the diagnosis of a brake fluid leak is absolutely accurate regardless of the order in which it was identified and was identified by our technician as well. I have yet to see any evidence that any of the repairs we conducted were not warranted or installed improperly, in any event, we are still and  in good faith offering to reimburse 50% of the cost of the repairs completed at Rogers Dabbs Chevrolet to make up for the communication issues that you received during your repair process. All of the the components we installed were necessary regardless of which order they were identified and still remained on your vehicle when you left. Rogers Dabbs Chevrolet would also like to add that with a 20year old vehicle, there are likely more repairs that will be identified as needed as you bring systems online and get them operational, unfortunately our experience tells us that this tends to happen more with vehicles over ten years of age than those under.  We feel that this reimbursement is a fair showing of good faith to settle this matter. 

  Customer response

  08/15/2023

   

  Better Business Bureau:

  I want to be clear, this is NOT just about poor communciation but lack of quality work and care.

  The brake pads and rotor is one thing, the brake line and battery and cables (because it did not fix the problem that I bought it in for and I as told that it would) missing the brake line from the beginning, poor customer service and communication is quite another. The battery was properly installed, however, the battery was not the reason why the gauges were not working properly and obviously something is draining the battery in the truck which Chelvoret totally missed and although the battery and cables were installed correctly---the truck is STILL having the same issue the battery/cable change was supposed to fix.

  
  The truck being 20 years old has nothing to do with the lack of quality workmanship it received (battery and battery cable replacement that did not resolve the issue— no one checked the cluster) and what was overlooked during the “quality” inspection (brake line leak) or the lack of quality customer service I received in the process. This leak was supposedly discovered 4 days before I heard anything about it.
  It being an older truck also has nothing to do with the strong possibility that someone screwed up somewhere and they don’t want to take accountability for it and would rather just blame it on the age of the truck.

  
  Why their team waited until I reached out to them about the truck instead of contacting me immediately that Saturday when this terrible leak was supposedly found…is extremely questionable, lacking in standards/ethics, and odd behavior.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is NOT completely satisfactory to me but I will take it becuase they obviously do not want to do the right thing, so it's better than nothing.

   

  Regards,

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

   

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