ComplaintsforBillion Auto Group

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I set an appointment with this dealer to get a simple heater hose replace and a headlight adjusted, a job like this should take a day or less. They were over a month out on appointments at the time but I had a backup vehicle so proceeded. Dropped the vehicle off 8/18/22, it sat there for 5 days with virtually no communication with me. On 8/23/22 they finally told me they were looking at the car, then there was two more days with no communication. I sent a message to see when it would be done and didn't receive a response until a day later saying they were hoping to have it done by 9/2/22. on 8/25/22 my backup vehicle broke down. I notified them of this and asked if they could get it fixed quicker, they said they would try. There was zero communication until 9/2/22 when I finally called instead of using their messaging system. They informed me that the service advisor, *****, I had been working with no longer worked there, so my car was just ignored for the week after she left. They assign a new service advisor who said that the part was on backorder, 2 days later that backordered part showed up, pretty quick for a "back ordered" part. They inform me they ordered the wrong part and were having the right one overnighted from ******** on their freight truck, again super quick for something that was just on "back order". They finished the day long job after 3 weeks and 1 day, at 5:30 pm, however I live an hour away and could not get there before closing. I was stuck without my vehicle for another three days. They offered to let me pay online and pick it up over the weekend but I chose not to because I wanted to talk to their manager first. I show up at opening on 9/12/22 and the manager is "on vacation today", I am now stuck there without a ride home so had to pay before getting a chance to resolve this with the manager. They didn't even work on the headlight, didnt tell me, I ask why and they say its over $1200 to fix it because its not adjustable and needs a new one

  Business response

  09/15/2022

  While we understand that vehicle repair times sometimes should be rather quick, the repair is all dependent on the vehicle that is being repair ahead of it.  We do recognize that you brought your vehicle into the service department on 8/18/2022.  The skilled technician had delays with the vehicle that was being repaired ahead of yours.  Please note our service departments are closed on Saturdays and Sundays. On 8/22/22 you sent a text message asking ***** to add the concern of the headlamp being out of adjustment, where she followed back up stating she had lost the text and wanted to circle back for clarification.  On Tuesday 8/23 she informed you that the technician was working on your vehicle and performing diagnostics to identify where the coolant leak was coming from.  This unfortunately does take some time to diagnose and pressure test to accurately identify where the leak is coming from.  Between 8/23 and 8/25 there had to be some type of communication between yourself and the advisor as you authorized us to proceed with the repairs and get the cooling tube replaced.  Our apologies as the wrong part was received, again this happens however the parts catalog illustrated that as being the correct part.  The parts department did have to dive into this and identify the correct part.  The original cooling tube had no identification markings to assist with the original equipment part number.  The cooling tube was a back ordered part and the dealership absorbed the cost of expedited shipping in an attempt to repair your vehicle in a timely fashion and receive the part from ********.  The parts supply chains have been increasingly difficult to obtain parts to repair vehicles.  We are not sure where the communication breakdown took place regarding the headlight, however it was identified that the headlight installed on your vehicle had the projector lens broken off inside and that is a non repairable part and requires replacement.  The advisors did seek coverage through your extended service contract, however both the cooling tube and headlight were non covered components.  The dealership did also observe that the price of the correct cooling tube was roughly $87 higher in cost than what you were quoted initially after the diagnostic was completed.  The dealership honored the original price quote, absorbed the cost of expedited shipping and did not charge you diagnostic fees to repair your vehicle.  Billion Auto Group in unsure of what type of billing adjustment is being requested for the repair as the dealership clearly made every attempt to repair in a timely fashion and went above and beyond in absorbing costs to get the customer on the road.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car a 2017 jeep renegade with 22k miles the vehicle has serious safety issues that they refuse to resolve it has almost killed me and my girlfriend multiple times by just randomly shutting off when driving it. It shut if on a blind corner and would not start again and we almost got hit by multiple cars I took it in to them twice the first time they said they fixed it and I didn't even go 100 miles before it s*** off again leaving me in a seriously dangerous spot. I took it back and they said there was nothing wrong even though I took a video of it shutting down while driving and now they refuse to even look at it anymore and won't fix it I even bought all the extra warranty stuff from they and they are refusing to do anything about it. The car is a death trap

  Business response

  09/09/2022

  Please see attached notes and documents.

  Business response

  09/13/2022

  Documents have been attached for your review.

*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. ↩