ComplaintsforRydell Chevrolet Buick GMC Cadillac

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was picked up and towed to Rydells collision center on December, 7 2022. The next day I brought them my keys and was told your car is not physically here yet but its in line to be looked at. I exclaimed my car was picked up from my residence the day before and asked where my car is at right at that moment. I was told sometimes the towing company might store it at their facility until its ready to be looked at. I had to have some trust with Rydells since they deal with these things all the time and I have not. The next day it has still not made it to the shop and I tried reaching out to the insurance adjuster and his supervisor who amusingly didnt call, text, or email back. When I called rydells, the only thing I was told was they dont have it and that I keep losing my spot for it to be looked at. After 9 days of not hearing anything, I get a call from the adjuster and Rydells within seconds both telling me we found your car. To me, this can only entail my car was lost. I could not get a straightforward answer to why it took so long to find my lost car. I was reassured by both that my car will be pushed through and worked on quickly as I only had a rental for 30 days and this delay took a decent portion of my rental time away. The following Monday Im told by Rydells that they sent the estimate to the adjuster and just waiting to hear back from them. I later discovered Rydells did not need to send an estimate for approval. As per my insurance: The repair facility completing ********************** repairs is a member of our Guaranteed Repair Program and as such, no estimate approval was needed in order for repairs to begin. Which I found very odd because 10 days after I was told my estimate was sent to them, I get a call from Rydells saying they got the OK to go ahead with repairs. So Im getting lied to by one of these places but either way my rental is now 2/3 spent because of miscommunications on these businesses. Yet again, ** assured my car will be a priority. I did get 5 days of my rental extended by Rydells which was kind of a slap in the face. That barely covered half the days they lost my car. This implied to me that they will only cover a little section of a mistake made by them and then expect the customer to be financially responsible for the incompetencies of their business.By the time my car was finally looked at, my rental was expired. I had asked Rydells if they have a loaner car considering all the mishaps that have happened. I was told we havent given out loaner cars since Covid. This was a flat out lie as I know someone who had got a loaner the week before from Rydells. I mentioned this and then was told its just hard to come by loaners these days. So why was I not told that in the first place? Why lie? When you lie like that, how do you expect your customers to believe anything else you say if youre going to always try to deceive them? So then the parts that are needed to fix the car arrive but one item was on backorder and expected to take a month to come in. Which I understand everything being on backorder and issues with supply - this was never my issue! Although, I was told this one item on backorder is a complicated filter and my car was not drivable without it so I couldnt drive it until this last part came in. I asked for a loaner again at this time and again was told there are none. After not having a car for over a month, I get a call that my part came in but was actually the wrong size and needed to be sent back and reordered. Of course after ordering the part again it is expected to take another month to be delivered again. So over a month goes by and the part came in the wrong size again! Surprisingly they had a loaner for me the day it came in wrong, which was nice since Ive gone over 2 months trying to just figure out getting to work and doing errands in the middle of winter. It was after the third time this part came in but in the wrong size that I was told we should probably just look at getting you into a new car instead of waiting to get the right size part in. This was not something that I was willing to do as clearly the part is out there at some place and financially this was my best option. I felt like I was being lied to since clearly I have already been lied to by these people here. It seemed like I was just being lied to so that they could get another sale. Then it amazed me when I got a call that they need the loaner back, which Im assuming my car must finally be fixed. They only wanted it back so that they could sell it but they didnt have another loaner for me which was shocking because it was this businesss fault for these delays. I was told, though, that they will have another loaner in a day or two - at least before the week ends. So almost two weeks go by without a call for this loaner. So I call and inquire about this, only to find out that apparently the windshield was broken on the loaner when I dropped it off- which is so far from the truth. The manager says we were going to run this through your insurance but I know that you have had the car for quite some time so we are just going to fix it ourselves. My biggest question with this is why did you not call me to tell me any of this? Why did it take me calling to follow up to hear this kind of thing? So my next thought is ** just being lied to again! I have to assume all these lies have been just to give you more time or to cover up more mistakes/incompetencies. After some more weeks go by I call to inquire about my car again and the loaner as well. Apparently the part thats been causing issues was supposed to be delivered the day I called but the manager said the part got cancelled so he found me a loaner that day. Which I still dont understand how a part that is to be delivered that day can be cancelled the same day. I was told they would go through another company to get this part so it hopefully wouldnt take any longer. Surprisingly I get a call after just over a week that my car was completely finished and ready to pick up. This also made me question what went on as I was told once the part came in it would take minimum two weeks to repair. So somehow they got this part that usually takes over a month to come in and fixed my car sooner than the timeline I was given. There has been nothing but lies and deceit from this company and no amount of taking ownership of their faults or incompetencies. So, I , as the customer had to be financially responsible for their mistakes. When I got my car back it was covered in an oily substance that was hard to get off. Not only that, I had some mechanical dust/debris all over my car and to top it off all the broken pieces of my bumper and headlight were just thrown in the trunk of my car. Overall this experience was absolutely insane from losing my car to all the lies with no intention of taking any responsibility. Plus making your customers take on financial burden from your mistakes.

  Customer response

  07/05/2023

  I would like my $500 deductible reimbursed to cover all the costs I endured because of this businesses mistakes 

  

  Business response

  07/17/2023

  Regarding the complaint that we lost their car, we have a specific spot for tow ins and the vehicle was not placed in that spot by the tow company. When we looked for the vehicle in the designated tow in area it was not there. Finally after multiple times looking for the vehicle we found out where the car was dropped by the tow company. The specific part we needed from ***** was  was not correctly labeled from the factory. When we reached out to ***** we found out that all of those specific parts were not labeled correctly  from the factory, this in turn caused delays on getting the part. Rentals and loaners are subject to availability. The guest was in a vehicle for approx 2 months. The vehicle did have a broken windshield on return and we did not charge him for the repair. Even though we are a designated repair shop for the  insurance company does not mean we don't have to send them estimates and give their approval to move forward. We cannot do any repairs without prior approval from the insurance company. The adjuster did not come out and look at the vehicle, which is generally the process. I have discussed this with the body shop manager and he does not feel that we need to reimburse him his deductible.

  Customer response

  07/24/2023

   I am rejecting this response because:
  
  Please confirm/explain on the process of what happened these last 6 months. 
  1.Do you always lose cars on your lot?
  2.Do you ever take any responsibility for your mistakes and incompetencies?
  3.If you, as a business, cant get your work done or parts in a timely matter, then why does it become the customers problem? 
  4.Why did I have to call every time to find out something else went wrong? (parts not coming in right size or about the broken windshield) 
  5.Is it not a policy to communicate to your customers of what is going on with their car? 
  6.Help me understand how ***** had all these parts mislabeled while also being on backorder for over a month? (As a business Im sure sending all these wrong size parts back and forth is not good for profits.)
  7.If you knew the parts were labeled wrong, why not tell ***** so that they can send the right size?
  8.Explain how not having this specific part and holding my car for 6 months was not a ploy to get me to buy a new vehicle from you - at the beginning after the parts were coming in the wrong size I was told I should probably just buy a new car instead of waiting to get this complicated filter in. Is this usually what you tell your customers to get a new sale? 
  9.Explain how when I called 5/16 to find out the status of my car and was told the part was supposed to be delivered today but it looks like they cancelled it. How does one cancel a shipment the day its to be delivered? 
  10.Then on 5/26 (10 days after the shipment was cancelled) my car was finished but was told it would take a minimum 2 weeks to fix. So explain how you happened to find this part so quickly and have my car done sooner than you said. 
  11.Is it normal for you to lie to your customers instead of being honest? 
  If you could explain this all in great detail of every miscommunication and incompetencies that happened during these 6 months so that I can understand why things happened the way it did.
  

  

  Business response

  07/25/2023

  I have spoken to the manager of the body shop regarding the additional response from the customer. After further review, he stand by the original response of not reimbursing for the deductible.

  We apologize for the inconvenience and for not meeting the expectations of ******************* 

   

  Thank you!

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rydell Collision repaired my car, less than two months later, Rydell failed to correct defective workmanship. Rydell, through Manager ******* wrongfully accused me of damaging my car. Ranging from running into something and then when that proved incorrect, they accused me of running over something and when that proved false, I was told there was absolutely no repair or correction that was going to be made and she ordered my car off their lift and out of the shop. She refused to have any conversation with me, refused repair, refused everything. I caught her in many lies and that was the end of our conversation. I reached out to Owner ***** Rydell and have heard nothing. Why should I or my insurance company be forced to pay for repairs made necessary through their ineptitude and refusal to fix.

  

  Business response

  06/28/2022

  When ************ stopped at the body shop he spoke with our shop *******, that looked at the vehicle and determined at that time the damage was new and not related to the ************.  The damage is in the center of the bumper and to the ** condenser. The original damage and repair was to the right side. There is also damage underneath the vehicle that was not present at the first repair that was done and an insurance claim. The manager had the conversation with him and informed him the damage was not related to the repair, reiterating the same information the shop ******* had informed him of. We do have pictures of the original damage that was submitted to insurance.   

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 13, 2021 I purchased my 2nd straight vehicle from Rydell's. My first car was brand new, and only serviced by Rydell's for oil changes and new parts. The salesman was top notch. I enjoyed working with him. Everything was going great until the trade in estimator came in. He offered me an amount lower that what I believed my car was worth. I countered his offer with a price $1000 more. He told me he could only do $500 more because he had to spend the other $500 to fix a 1 inch dent just above the front drivers tire. I felt that was fair enough. This evening I stopped to look at my trade-in thats on their website and in their lot. The dent is still there. They took $500 away from me to do a repair that wasn't done. They lied to me about the money, then took it. I hope that $500 was worth it, as you'll never get my business again.

  

  Business response

  11/19/2021

  The dent will be repaired, it it scheduled to go into our body shop in December.  With the shortage of inventory, we are getting the vehicles on the lot quickly and scheduling the repairs at a later date. 

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They picked up my truck to do a recall for a passenger airbag. My truck back and first off it didn't tighten the battery cables so wouldn't start. My service airbag light came on. I contacted rydell's via text they scheduled an appointment to look at it. They called me and said they found the reason my check engine light was on and tried to sell me an O2 sensor. I said the check engine light was never on it was the airbag light and he said they made a mistake and spent the day looking for an issue that wasn't there. He started laughing and said he'd look into it and get back to me. He got ahold of me and said the reason the light was on is that I broke a connector for the driver side airbag. The check airbag light came on within a half an hour of them returning the vehicle. The service manager said it was nothing that they did and it was something I broke myself and that the part was $605 and they could have in two days if I wanted it. The connector is under the driver's seat apparently which I never move because who moves are driver's seat every time they get into the vehicle? However when I got in after them returning it they had my seat in a completely different position then when they picked it up. So according to the service manager within a half an hour of them returning it I somehow managed to break the connector for my driver side airbag. They will not admit any fault or do anything to make it right. This is nothing that I did and never had an issue with the airbag light until they took my truck. So after rydell's replace the airbag currently I'm stuck with a truck where the dash is broken in three spots and in need of a new $605 airbag connector that undoubtedly they broke. Not only do I have these issues but they spent the day looking for a check engine light and then tried to sell me an O2 sensor which I didn't need for a light that was never on. Something has to be done because I don't want this happening to others.

  

  Business response

  11/02/2021

  Our Service Director *************************** emailed ***** on Thursday Oct 28th. In the email he advised that we would pay to repair the connector and asked him if we should go ahead and order the necessary parts.  as far as the dash cracks, per the recall notice:

  "Due to age and environmental exposure, some vehicles may display warping or cracking around the passenger airbag opening in the upper instrumental panel area. If warping or cracking is found, inform the customer that the condition is not covered by this recall, nor is it caused by the airbag service procedure. This warping or cracking condition will not affect the passenger side airbag deployment.

  We will repair the connector issues at our expense but will not repair the dash.

   

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