ComplaintsforBarnes Crossing Chevrolet

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was dropped off on February 3, 2024 for an extended warranty repair, they have since decided to replace the engine. I have not been contracted in several weeks and was working with GM, which did help a little and we recieved some payment assistance as we had to buy a car because of this. Either Barns Crossing of GM themselves need to fix this immediately! Barns Crossing should also wave all fees. We have been beyond patient and told they couldn't get a motor. I learned of another dealer, local to my area, that replaced 2 last week and have 2 more ready to go. So no more excuses, plus not contacting us for such a long amount of time is unacceptable!

  Business response

  07/12/2024

  I apologize this has taken so long. We are at the mercy of our suppliers for the engines and all parts involved. The engine came in yesterday and it was pulled in immediately to get started. We are hoping to have it finished early next week. if the customer wants us to buy the vehicle back still I would be happy to make them an offer on it. 

  Customer response

  07/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to this dealership on 4/18/23 and was diagnosed as needing an engine. I prepaid $1,645 for the engine. On 6/6/23, **** ****** (Service Advisor) called me -stated the engine was installed, but they could not test drive the car because of a transmission code. I asked if they could fix the problem he stated, "yes, we'll have to order parts". On 6/8/23 **** ****** advised that they'd fixed the problem and my car was operable and ready for pick up. He also advised that I owed an ADDITIONAL $5, 638.24 in which I paid. I drove the car approximately 3 miles from the dealership and it started smoking & jerking. I turned around and took the car back to dealership. **** ****** called me on 6/9/23, stated the car now needed a transmission ?!? He Requested ANOTHER $4,922 to fix the SAME issue that I'd already paid for! The dealership should be held accountable to repair my car - I have given them over $7K and my car is still NOT fixed. The car has been with the dealership since 4/18/23 and they did NOT provide me with a loaner vehicle, so I've had to pay rental car expenses as well.

  Business response

  07/07/2023

  Ms. *****'s vehicle was towed to us, completely inoperable. She did not purchase the car here, we had never serviced her car before. It was brought to us because she had tried other repair facilities that could not fix it. So we had a ten year old 110k mile vehicle inoperable and the first thing we did was put an engine in it, to get it running again. She did pay that amount, and the transmission trouble did come after. But it was also not until after we performed the engine job that we learned the previous shop that had worked on her car gave her a full refund for faulty transmission work done to her vehicle. I have spoken to Ms. ***** and her aunt at length about this, and have offered to replace the transmission at the exact cost it takes for us to purchase with an internal (decreased) labor rate. I understand why Ms. ***** is upset because she spent a lot of money on her car and expects it to be perfect. But we are not responsible for any faulty work or lack of maintenance done to a vehicle leading to these problems for the first ten years and 111k miles of its existence. 

  Customer response

  07/07/2023

  The dealership should be held accountable to complete all said repairs which were all paid in full. If additional repairs were needed- I should've been informed at the initial diagnosis. The dealership has received OVER $7K for a car that has NOT been repaired AS AGREED UPON. Now requesting ADDITIONAL $5K totaling OVER $12K. 
  

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business response

  07/10/2023

  We fixed what we quoted when the vehicle was brought to us inoperable. The transmission would not shift at all after we got it running by putting the new engine in it. We then had to put an output speed sensor to where it would actually shift because it would not go into gear. She paid for that because it was damaged previously and not functioning.  We did not learn of the shutter in the transmission until after the vehicle was actually drivable. And that is the same time we learned the previous shop did faulty transmission work on it and refunded her money. I'm truly sorry your vehicle has issues caused from wear and poor work done at a different shop. We've done everything we can to be transparent and communicate with you and your aunt on everything being done to your car. This will be my last response on this.

  Customer response

  07/10/2023

  Reject
  
  I paid you over $7K and my car is still not repaired. I am requesting that you fix my car for which I've already paid you for.....had you diagnosed a $12K issue INITIALLY...I would have selected another option....but you told me that the car only needed an engine, then afterwards stated that another transmission part would FIX the car- which I also paid you for. 
  

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business response

  07/12/2023

  Our service director is has spoken to Ms. ***** and is going to come and look at her car when he gets back into town to come up with a resolution. 

  Customer response

  07/17/2023

  I received a call from ******** with General Motors (GM) this morning at 9:43am CST. She stated that Chevrolet would be installing a new transmission at no additional costs. 
  I received another call this afternoon 4:37pm (CST) from ***** ****, Service Director, now saying he can fix the "jerking"  and that it's not the transmission? ?? He also stated that the "check engine" light will be on due to needing a secondary air pump ?? Yet, they've already installed the engine. As a resolution, I am requesting the dealership to honor GM' s request to install the new transmission which was originally diagnosed as well as remedy the check engine light. 
  
  Thank You!
  

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

  Business response

  07/19/2023

  We are going to fix the car at no additional cost to Ms. *****

  Customer response

  07/20/2023

  please confirm CHECK ENGINE light is OFF
  
  thank you!
  

   Complaint: ********

  I am rejecting this response because:

  Regards,

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

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