ComplaintsforReliable Chevrolet (NM), LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle on April 25th 2024. One month later the vehicle broke down and ended up in the shop. I have been without my vehicle since May 24th. I have been given nothing but the run around with the company. I am a caregiver and have had to reduce my hour which has reduced my pay. I was never even offered a rental. I have taken the vehicle to both reliable and Volkswagen on my own dime. It is now sitting with reliable and all I have been getting is excuse after excuse as to why the vehicle has not been fixed yet. I talked to Mike who said he would talk to Don a few times. Angel from the service department stated since last week they are just waiting on a part and it could STILL be another week. I cannot afford to lose my job and need my vehicle back or at least a rental. I am losing money daily.

  Business response

  06/20/2024

  After speaking with our Service Director* *** ******* he assures me that the vehicle will be ready for pickup today.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We picked up our car March 6th after it being at reliable chevrolet for a week. During the week they had coded, test drove, and saw that there were issues with the turbo and air intake, and no issues at all with my blinkers. March 6th it's getting late. We hear everything is fixed and they are taking it for a test drive the service guy comes out and said he is finishing the drive but your blinker went out. I said oh I can probably switch the light out myself but when looking to see what it required I realized I didn't have tools for it. So I asked the service guy for a quote to just get it fixed. He said he would get that for us. We waited a bit then when the service guy went to check us out We asked about the quote and this is when he told us the tech dropped the car off and went home. I said so there is no one here to do it? He stated no. So we drove home with a blinker error. We find out the next day when we had to take it to a local shop, that the ground wires were broken and it had nothing to do with a blinker lightbulb but wires were actually broken and ***** **** had to fix it for $109.43 Something like that should have been fixed before leaving reliable chevrolet, **** also mentioned that it had to have been broken while they were working on the car at the dealership. I have called multiple times and left messages and **** has called multiple times leaving messages with no response until yesterday when Don had plenty of time to call and shame me and tell me his tech was getting money taken from him because my wife completed an honest survey after waiting several weeks for this to be resolved, but he did not have time to call **** the mechanic back to get this made right after **** had called twice yesterday. Like I said no issues when we gave them the car with our blinkers. The car was returned to us with blinker issues.

  Business response

  04/04/2024

  Thank you for allowing time for us to research this issue.  The damage he is stating we caused was not near or around the turbo charger we repaired.  The technician and advisor advised him at the time of test drive that there was an issue with his turn signal.  He declined the repair and said he would take care of it.  We pushed his vehicle repair in front of other clients since he was from out of town.  We completed the repair 2 weeks ahead of the time it would have been had he had to wait for the clients in front of him.  We have called several times to the technician he refers to at **** *** *** **** and we were not successful at reaching him.  We do not owe him for any further repairs.

  Customer response

  04/05/2024

  Complaint: ********
  
  I am rejecting this response because:
  The blinker was not an issue when giving the car to you we were only alerted to the issue the night we were picking up the car and before we took the car we asked for a quote for them to fix it because we didn't have any tools on us to do so. We waited to hear on the quote when our service guy went to check us out without the quote we asked if he had a quote at which point he said sorry the tech left the car and went home so there was no one there to fix it we had no choice but to take the car with broken blinker issues that were not there before you worked on the car! As far as **** goes he has called several calls and left messages and no one has called him back, again one of those days **** called, Don had plenty of time to call and give me a talking to about how he was mad about the survey, but not call to actually resolve the matter.  The turbo was not the only thing messed with in this car. How do you take on someone's car for other issues and send them home with a whole other issue? I would understand if the car came in initially with blinker issues but this was not the case
  
  
  Regards,
  
  **** ***** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  04/09/2024

  The turbo and the hoses and inter cooler ducts all are attached to engine  had nothing to do with anything close to turn signal  harness and wiring  are  hidden in headlamp area  all work perform are unrelated or close to  turn signal wiring , we advised them of their turn signal issue because tech noticed it on his test drive .
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment for my at truck Reliable chevrolet January 2, 2024 for warranty work , was supposed to get a loaner vehicle from the dealership but was told I was going to have to wait till management to approve it, it's now January 22 and they said it was approved but still haven't got me a loaner vehicle . My son is 9 years old with autism and I'm a single parent and they took my only transportation I had to get my son to his appointments. I call each week for updates and still haven't got any answer of when my truck will be fixed or when they can get me a loaner vehicle . I don't know what else to do my son missing therapy appointments and school because of this . My service writer is ***** ****** and the service manager is ***.

  Business response

  01/23/2024

  Our customer has been given a rental.  We were waiting on his insurance company to approve.

  Customer response

  01/24/2024

  [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

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/30/23 My '18 Trax lost power steering and slowed down to about 2mph. The dash said power steering drive needed service along with a couple symbols appearing. I called the serv. dept. to tell them of the issues and make arrangements. I was told it would be 7-10 days before it would be seen for diagnostics, since there were 40some people ahead of me. 10/31 Vehicle was towed from my house but I was unable to ascertain info of its arrival. 11/01 Drove to the dealers serv. dept. to learn it had in fact arrived. ****** asked me again what the issue was. 11/08 Someone left a mssg for me to contact them. They didn't answer the phone, so I drove there. ****** said he knew nothing about the phone call but could I tell him what was wrong with the car. I replayed the mssg to learn, that it was in fact, ****** who'd called me. 12/04 I, again, drove there (since they don't answer the phone). ****** said they'd called like five times and left mssgs (it was actually twice); the techs were with it. I asked if they'd fixed it, to which he responded, "No, they need to know what the issue is". I excused myself for a couple minutes, to come back and tell him, one more time, what the issue was and tell him, "I want it repaired, this time. Unlike the last car I bought from here. You guys kept returning it without a proper working AC, so I was forced to just trade it in". 12/08 I called to speak to the manager of the service dept, only to find out they have two; one of them being ******. (At that point, I called GM. That is a separate issue.) 12/15 ****** called (I was silently praying he wouldn't ask what was wrong with it) to tell me the techs had diagnosed it. He told me the price and that they could have it done in a day or two. I told him to start it. 12/18 Frustrated with paying and insuring a car I haven't laid eyes on in nearly two months. I've received letters, from that dealership, to trade it in, because they needed used car inventory. Are they trying to wait me out?

  Business response

  12/21/2023

  We have spoken to this customer and the vehicle is ready to pickup.  It is inexcusable that her vehicle was here that long for repairs.  We have corrected the issues that led to this error on our part.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve taken my truck over the last two years to Reliable Chevy Rio Rancho for the same problem every time and then they said it was something different which it wasn’t. I paid for what they said it was come to find out they lied to me and like came from their mouth, and I caught them in a lie now I just wanna give you the name the end which is a bad name. This isn’t the end of either

  Business response

  10/23/2023

  I am personally speaking to Mr. ******.  I hope to have a resolution this afternoon.  His vehicle will be completed by tomorrow afternoon.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the most hardest time with the is place the service department is not organized unfriendly lack of communication. I have always taken my vehicle there to be serviced since I bought it there. Last year they some how locked my engine up it took weeks for them to communicate that too me they said it was the starter next was the fuse box and finally they admitted it was a engine which they claimed it was a malfunction in it. funny never got a recall for me to take in. It took 6 months for me to finally get my vehicle back. You ask for a rental they act like it's very inconvenient for then to do that after back and forth we finally received a car so our whole summer was canceled due to us not being able to take our trailer out. So on Monday we took it in to be serviced once again something has happen to it now they are claiming its the transmission. But they said they had the parts in and it should be done Saturday. once again I asked for a rental so I can have a way to work of course another hard time. Saturday I called to see if my vehicle was ready and what I got really made me upset sorry your vehicle has not been looked at as we don't have the parts. which I did explain to that person I was told you had the parts. The response I got was those where the wrong parts. what the heck do you all not know what's going on. I requested to speak to the director of course no communication no nothing. Once again I have no vehicle. For one it be different if the communicated to you and help provide another vehicle a loaner you know people still got to work.

  Business response

  10/11/2023

  After some research, it appears that we replaced an engine at no charge to them in 2022.  The vehicle was brought in for an oil and filter change and we discovered an issue.  This is covered by warranty and is a large job and does require some time to fix.  At the present moment, it is repaired and being reassembled.

  Customer response

  10/16/2023

  Complaint: ********
  
  I am rejecting this response because:I believe the original issue was an error on the service departments part. I took my truck for its regular oil change. My truck had no issue the motor went bad in-service department. I was patent with the issue they gave me a rental car even though I needed a truck. It took several months to resolve. I was patent I get my truck back, now I take it in for an oil change and they tell me I have a rear main seal leak and oil pan leak to me that tells me they didn’t put the motor in right and on the paper work it said customer states that he found an oil leak. I never stated I had an oil leak I went in for an oil change they keep claiming its warranty work. but I believe it negligence on their part. so, they can charge the warranty department now I’m afraid of what else will happen to my truck.
  
  
  
  Regards,
  
  ******** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Chevy Blazer Sept 2020 from this company. Since the date of purchase I have had multiple issues with the vehicle and have had to take it in on 4+ occasions to be serviced. Please see my previous complaint for older issues. I have had to take it I. 2 times in the last 6 months and now have a NEW issue. Each time your car needs to be serviced with this company they require you leave your vehicle with them for 7-10 days for them to diagnose it but also do not offer any type of loaner program. They just expect their customers to be without a vehicle for 10 days plus the amount of time it takes for them to order the parts and get it fixed. This is unacceptable. I have a job and two children that need ti get to school and cannot be without a vehicle. When my car was serviced in may they agreed ti have it back to me within a day and kept it multiple days after that. They do offer to get you a **** home from the dealership the day you take your car; however last time I was there I waited for them ti get me a **** for over an hour and was stuck without a ride home because there was none available. This time I have called over and over and the company does not answer their phones. I have left several voicemails with no call back. I did reach ** Monday morning 8/21/23 who promised a manager would call me back and I still have not received a call back. I have left another voicemail this morning and have not heard back from them. Not only should a brand new car not have all of these issues but the customer should not be inconvenienced when it does happen as it is not their fault. I spent over 35,000.00 on a vehicle and it has caused nothing but trouble and stress dealing with this company.

  Business response

  08/24/2023

  Due to current demand, we are experiencing longer than normal wait times for diagnostics and repair.  **** *****, our Service Director will be reaching out to discuss with her.

  Customer response

  08/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The company still has not reached out or returned my calls.  
  
  Regards,
  
  ******* ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I responded to a recall for my 2007 Chevy Silverado. The recall was for the passenger airbag. I had an appointment on July 14, 23 at 9:00am to get this changed. I dropped off my truck and was told that it would be ready in 3 hours. 8 hours later I still hadn’t heard nothing from them so I went over to their service department and I was told that they haven’t started the job yet. The service advisor that I spoke with asked if I could bring it back the next day or leave it there. I asked to speak with a manager then the service advisor told me that “if they could get it done within the hour would that be OK”. I said yes, that would be good, but they also close in an hour. They closed at 6:00pm and had my truck ready at 6:30. I took my truck didn’t look at the dash because my dash has a dash cover.. After I got home, I looked under the dash cover and noticed that a piece of my dash was busted right above the airbag. My dash was not like that, I’ve always kept a dash cover on it and have taken very good care of my truck. I have called and left several messages for the manager. Manager will not return my phone calls.

  Business response

  07/21/2023

  Our Service Director, **** ***** will be reaching out to handle this situation.

  Customer response

  07/28/2023

  [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

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 Chevrolet Colorado from Reliable Chevrolet in Alb. My radio messed up and I have called them my mechanic has called them. They are giving me the run around. I paid for a 7 yr bumper to bumper warranty that should cover everything. But they won't talk to me. 7 yr warranty is not cheap, I want my money refunded to me. Please Thank you

  Business response

  06/22/2023

  We are in contact with this client to get this issue resolved.  Thank you  

  Customer response

  07/11/2023

  Still having problems with Reliable Chevrolet.  Would you contact them to see what the hold up is. Please thank you

  Business response

  07/13/2023

  His parts have arrived.  We are now able to complete the job 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2020 Chevrolet Silverado 1500, which was purchased new from a dealership in Texas. When the vehicle was still covered under the manufacturer warranty less than three (3) years old less than 36,000 miles in March of 2023 the vehicle would not start and had to be towed. It was towed to Reliable Chevrolet, where it took three (3) weeks to be repaired. The repair was never authorized by me, it was just done. The invoice stated the vehicle was two (2) quarts low on oil, which was replenished, and the spark plugs were removed and replaced (not with new spark plugs). The invoice did not describe any warranty being voided due to aftermarket parts. On May 31, 2023 the vehicle would not start again, and had to be towed. It was towed to Reliable Chevrolet due to the aforementioned. On June 2, 2023 I went to Reliable Chevrolet in person to obtain belongings from my vehicle, I was able to speak with a technician who immediately diagnosed the issue as being a fuel pump. I received a text that same day with a link for the description of the service required, with a cost of $799.35. The service advisor ******** ************* ******** has been extremely difficult to contact. I have left multiple voicemails requesting updates for my vehicle, I also left a voicemail for the service manager. Mr. ************* informed me the vehicle was out of warranty and my extended warranty would have to cover the repair, he also stated in the initial service write up it was described my warranty was voided because of aftermarket parts. Please see attached service writeup which is void of Mr. ****** allegation. When asked how an exhaust voids a warranty on a fuel pump Mr. **** was unable to answer the question. My vehicle was initially diagnosed incorrectly and should have been covered under the manufacturer warranty. Instead, Reliable Chevrolet's customer service is so abhorrent it is causing an undue amount of stress.

  Business response

  06/20/2023

  In the spirit of goodwill to the customer, we are repairing his vehicle at no charge to him.  We apologize for any misunderstandings.

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