ComplaintsforJim Ryan Chevrolet Inc

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The dealership we brought my daughter's car to did not complete the job before sending her out in 45 below weather. They should have smoked it and taken it for a test ride after the repairs to make sure it was safe and I was told this by them. We had to bring it back the next day and they told us it was a different part that was broken. They were rude and blamed it all on us. Then all that was done was a part was taken off, cleaned, and replaced and an oil change and it was $793.57. I have contacted the company many times and the company didn't make any effort to resolve the issue.

  Business response

  01/20/2022

  Hello,

  Below are the details of this customer's visits.

  On 1/7 Customer brought vehicle in for a check engine light and sluggish acceleration. We found codes P0299 P2227 P2097 set. We followed the repair in accordance to *** #**-NA-069 after we verified the charge air cooler has water build up that froze in the colder weather. The *** advises that the Charge air cooler be replaced the first time it happens and after the first replacement it be defrosted and drained. The charge air cooler appeared to be replaced with the wide fin redesign prior but could not be verified by the customer as it was a recently purchase vehicle. We followed the *** in defrosting and draining the charge air cooler, performing an oil change, remove, inspected, cleaned and reinstalled the turbocharger air pressure sensor, and verified most current ECM programming. Once repair was completed we started the vehicle and verified the codes did not return. Customer paid for repair and left with vehicle with the intentions of driving to their home that was 7 hours away. Two hours into the drive the customer experienced a check engine light and sluggish behavior. The customer returned to the dealership on 1/8 and found DTC p0299 returned. We then performed a smoke test and found a leak in the charge air cooler inlet tube at the fitting seam by the turbo. We attempted to tighten clamp and found the tube was still leaking. We recommended to replace the tube assembly but did not have it in stock. We were not able to perform the smoke test during the prior visit due to restricted airflow due to ice build up. The customer declined the repair and opted to take the vehicle. We did not charge for the second visit. Issues will persist till repair is completed.

  If further explanation or documentation is needed, we will be happy to provide it.

  Thank you.

  Customer response

  01/20/2022

  I am rejecting this response because had Ryan Chevrolet followed the guidelines set by GM to replace the part. It is true we could not verify either way but had they researched it they would have found out it was not they new recommended part it was an old part. The dealer we brought it to after Ryan Chevrolet did and told us it was the old part. They also told us that the hose that they told us needed to be replaced did not. I am not disputing the entire **** just the $659.21 that had to do with the charge air cooler. I dont believe I should have to pay twice for the same issue when Ryan Chevrolet didn't fix the issue. I have tried to resolve this issue with them many times and have been told to expect a call at a certain time and either didn't get it by then or didn't recieve a call at all. I do have the bulletin from GM and I also have the old part.

  Business response

  01/26/2022

  ***************************,
  
  We appreciate the opportunity to look into this situation further. Since the issue with your daughters vehicle was not resolved under our care, we will refund the cost of your service with us in full.
  
  We are truly sorry for the trouble caused and we hope that if your family is in need of vehicle service in our area again, that youll consider giving us a second chance.
  
  Please allow a few days for the refund to be credited to the account. If you have any questions, well gladly speak with you any time.
  
  Take care.
  
  ***********************
  General Manager of Ryan Chevrolet

  Customer response

  01/28/2022

  Thank you for making good on this complaint.
  
  ************************************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My complaint has to do with false advertisement, the employees' lack of professionalism, and ineptness when it comes to knowing how to do their jobs and completing paperwork in a legal timely manner. My salesman ******** was great, no complaints with him. It was everyone else I was dealing with when he couldn't answer my questions.They advertised the Blazer as new vehicle, yet it had over ***** miles on it. I was skeptical, but the sales manager, *****, said they can sell it as new. He was also pressuring me to buy the vehicle without test driving it. When I asked about discounts that I had that could be applied to a new vehicle they said I could use them, however, when I got there to buy the vehicle, I couldn't use these discounts because they said it was a used vehicle. Complete false advertisement, plus they wouldn't negotiate price based on it being a used vehicle, because they kept telling me it was new, which was a lie.Another problem I had was the fact that they didn't send the registration paperwork to the Washington DOL on time. In fact, the ** DOL didn't receive the all the necessary documents until 37 days later. Which put me in breach of my loan terms. I had to spend so much of my time constantly calling the dealership and asking what was happening. I kept getting the runaround and multiple excuses for their failure. I also received voicemails and emails with a very poor tone.Documents included. Purchase agreement which says that it is a new vehicle. A copy of the prior title of the vehicle which indicates that it is a used vehicle. A copy of the Certified Pre-Owned papers, which also proves it's a used vehicle. My registration which shows they didn't complete their job within the legal time frame of 30 days and a letter from my loan company.I am requesting a refund of the Documentary Fee of $229.00 which the dealership charged to process the paperwork. Since they didn't do this with in the 30 day time frame I should be entitled to this refund.

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