ComplaintsforChevrolet Cadillac of Santa Fe

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2022 Chevrolet Silverado on October 31 2022 from Santa fe Chevrolet and purchased gap insurance along with an extended warranty both from the dealership. The vehicle was involved in an accident on November 1st 2023 in Las Cruces NM. And deemed a total lost by my insurance company ******* insurance. The vehicle was paid in full to the lean holder which is ****** **** ******* **. I've been to the dealership they gave me the canceled contracts of the gap insurance and also the extended warranty I purchased with a refund from gap of $666.55 from a company called ********* dealer services. When I call to ask about the refund to the dealership they tell me that gap is from another company and the dealership needs to refund me and the dealership says they are waiting on them. I also have a refund in the amount of $1,940.25 from ******** ******** ***** which I called and they also say the same thing that the dealership Chevrolet Cadillac of Santa Fe, NM is the one who needs to refund me because I purchased it through the dealership that they are just the carrier. Santa Fe Chevrolet has been giving me a runaround and I'm asking for help from the BBB on helping me to recover the money which is owed back to me from both contracts in the amount of $2,606.80. I greatly appreciate the help in this matter. Thank you respectively ******* *********

  Business response

  01/12/2024

  Mr. ******** canceled his gap policy ($666.55) and extended service contract ($1940.25) on 11/16/2023. He was informed at the time of cancelation that the process could take up to 8 weeks to complete. The check for $666.55 was picked up by Mr. ******** and has been cashed, to clear my account. The check for $1940.25 was sent to the lien holder ****** **** ******* ****** ***** and has been cashed, to clear my account. Mr. ******** did not have a paid in full letter at the time of cancelation, the check was mailed to the lien holder according to my agreement with the bank. Mr. ******** supplied a paid in full letter after the check was sent to the lien holder. Any overpayment on the auto loan with ****** **** ******* ****** ***** will be refunded by the lien holder.

  Business response

  01/12/2024

  Mr. ******** canceled his gap policy ($666.55) and extended service contract ($1940.25) on 11/16/2023. He was informed at the time of cancelation that the process could take up to 8 weeks to complete. The check for $666.55 was picked up by Mr. ******** and has been cashed, to clear my account. The check for $1940.25 was sent to the lien holder ****** **** ******* ****** ***** and has been cashed, to clear my account. Mr. ******** did not have a paid in full letter at the time of cancelation, the check was mailed to the lien holder according to my agreement with the bank. Mr. ******** supplied a paid in full letter after the check was sent to the lien holder. Any overpayment on the auto loan with ****** **** ******* ****** ***** will be refunded by the lien holder.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing the Better Business Bureau, (the “BBB”), seeking redress concerning my recent experience with Cadillac Chevrolet of Sante Fe, which was awful - consisted of nearly three weeks of excuses, non-responsive customer service and considerable overcharging for the service finally rendered and we paid for but only in reserving our rights. I am hoping there is an arbitration process or some type of dispute mechanism that the BBB can provide to resolve this issue. On Wednesday, October 18, 2023 I brought my Chevy Tahoe into the service department at Cadillac Chevrolet of Sante Fe to access a recurrent slight rear coolant leak the vehicle experienced on my trip down from Minnesota. When the leak was noticed enroute in SD, I contacted my mechanic at home who instructed me to keep a close eye on the temperature gauge and add coolant if needed. The temp gauge never raised during my travels. Since I was far from home I thought that my best option was to have a Chevy dealership take a look to ensure I could get home without issues. When I checked my car in at 10:09, I relayed to Chevrolet Service Advisor ****** ****** that I needed the Tahoe up on a lift so a technician could assess the problem. I explained to her that I was heading back to MN in a couple of days and could have it worked on there, I just wanted a professional opinion. As I was talking to Ms. ******, another employee walked around my Tahoe taking numerous photos from all sides. There was no fluid leaking nor any on the shop floor during this time. Before I could show Ms. ****** where the liquid was coming from, they had taken it into the service area. At 10:48 A.M. I received a text message saying a technician had looked at my Tahoe and repairs would cost more than $4800.00. I asked Ms. ****** if they could simply shut off the rear coolant tubes, she said that was not an option. I told her that the estimate was extremely high, she told me to come back and the technician would show me the problem. Before the technician could show me, I pointed to the exact spot where there was a leak. While we were looking over the underside of the Tahoe, roughly 5-7 minutes, there was absolutely no visible leakage on the vehicle nor floor. The tech stated that the tubes no longer come "in a bundle". Ms. ****** said the pieces need to be "flared together" and that it was very labor intensive; it will need to be separated from the frame to complete the work, approximately twenty labor hours. I decline the estimate and Ms. ****** says my Tahoe will be brought out in a few minutes when it is down from the lift. Approximately ten minutes later, ****** gave me my keys back at the service check-in. My Tahoe is visibly draining - literally pouring - coolant out onto the floor. I asked what happened that the coolant was now pouring out? I was rudely told by another Chevrolet Service Advisor that they were done with their diagnostics, I had declined service and I could take my Tahoe. When I told him that I had driven over 700 miles without issues and now the vehicle was undrivable, and he was sarcastic and I was told "Move your vehicle, this is not a parking space." With a now undrivable vehicle, I am forced to accept repairs. I am made to pay a down deposit ($2,000.00), before parts would be ordered. Ms. ****** told me the vehicle would be ready on Friday, October 21st. After more calls and voicemails, I received a call back from Ms. ****** on Monday October 23 at 4:28 pm when she relayed that the Sante Fe Chevrolet Service Department does not have the proper tool for the install; it is being shipped overnight and she will call me Tuesday 10/24 with an update. Instead I heard back Thursday morning of 10/26, with Ms. ****** stating that they are waiting for a 'Chevrolet Tool And Loan Program' that is supposed to send needed tools to dealerships - later that day she reached out and relayed that the tool had arrived but when they looked at the parts ordered, they realized that a "sleeve" was missing. Again, after no updates I left a voicemail on the morning of Saturday, October 28 for owner *** ******, and received a call back at 1:58 pm from *** ********, Chevrolet Service Manager, who relayed that the tool had arrived but was missing a part and was expected the following Monday. On Monday October 30, I spoke with ****** ********, parts manager, who in turn communicated with me regularly during the next week on the status of the repair, tools and parts. On Mon 11/6 at 4:33 pm Ms. ******** called and relayed that all 'parts and tools' were in; at 4:55 pm Ms. ****** then called and said that the techs were working on the Tahoe and she will call with a pick-up time. Finally, on Wed 11/8, 21 days after bringing the vehicle in, it was finished. I have never had a worse customer experience in my life, and the entire experience has soured me on Chevy, of which I own 2 Tahoes. I went out of my way to go to a Chevrolet Dealership for peace of mind and confidence - I never felt that I was getting a straight answer from anyone but ****** ********. How can a dealership not have the proper tools to do a repair that they bid on? I was appalled that I brought in a drivable vehicle that was completely undriveable after this dealership examined it and I rejected the repair estimate - which was more than twice the cost of estimates I have since received for the same work. Further, lack of clear communications and the inability of the dealership to obtain necessary parts and tools in a timely manner caused me to miss a substantial amount of work and find out of town accommodations for several weeks. We are seeking and requesting the help of the BBB to resolve this matter.

  Business response

  12/28/2023

  Mr. ****** sent us a letter stating that he has an attorney handling this matter, so we referred everything to our attorney to handle this complaint going forward. 

  Customer response

  01/03/2024

  Complaint: ********
  
  I am rejecting this response because:    The matter is unresolved.
  
  
  
  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

  01/05/2024

  Please review our attorneys response that is an attachment, thank you 

  Dear Mr. ******:
  I am writing in response to your letter of December 20, 2023, that you sent to Chevrolet Cadillac of Santa Fe (“CCOSF”). In your letter you indicate that you have retained counsel, but do not specifically identify that counsel.  Accordingly, because  I represent CCOSF, I am prohibited from communicating about this matter directly with you, as you are a represented party.  Please have your lawyer contact me to discuss.   I can be most easily reached at *********************.
  
  Respectfully,
  **** * *********** *** *** ***** ** ****** ****** ** ****
  ***** ** ******
  

  
  

  Customer response

  01/07/2024

  Complaint: ********
  
  I am rejecting this response because:
  My counsel has reached out to * ******* counsel for Sante Fe Chevrolet
  
  
  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

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB September 6, 2022 I filed a *********** claim due to squirrel damage on my 2016 Cadillac ATS. They chewed up an electrical harnass and it had to be replaced. On October 25, 2022 we were told by Chevy Cadillac of Santa Fe (CCSF) the Cadillac was ready for pickup. Upon final inspection of the vehicle being released back to my possession, the vehicle would not start. SFCC boosted the Cadillac and immediately there were multiple issues that I brought to their attention. I was then told to drive it home and inform them if everything was ok later. I didn’t feel comfortable taking the car. I attempted to drive the vehicle, it would not shift out of first gear. I immediately drove it back to the dealership and informed them of the issues. Initially I drove it from Espanola to Santa Fe with no problems, the issue was the wiring and display lights from the electrical damage but it was running properly. Now it would not start, dash board lights were not lit, gear shift lights not lit, backup camera wasn’t working, vehicle making noises that weren’t there before etc. It was in worse condition than when I brought it in. We called *********** claim rep, and was able to speak with his supervisor. He told us to leave the Cadillac at CCSF. Today is March 13, 2023 and I still don’t have a car. The insurance and the collision dept. claim they sent a sample of the transmission fluid to the lab and they found traces of metal in the fluid. They say that has nothing to do with the claim. The claim is closed. CCSF says the transmission is under warranty, but they are having trouble finding a transmission through GM to replace it. I have not been offered a loaner or any remedy for my car being in the shop for so long. I have been paying my car loan for 6 months, my car insurance, and recently renewed my registration. I am paying for a car that I can’t drive and don’t have in my possession and CCSF says they have no ETA for a replacement. I feel helpless and need a solution.

  Business response

  03/17/2023

  To whom it may concern, 

  The guest is correct that we did find damage to the vehicles main wiring harness, due to a rodent of some sort. Harness was replaced and when the guest returned, we did notice an abnormal noise from the transmission. upon further inspection our technician did find metal contamination and burnt fluid. With the presence of metal and burnt fluid, a mechanical failure inside of the transmission occurred. The guest does have an extended contract that will cover the replacement of the transmission. However, a transmission assembly is not readily available, and we have exhausted all options available to try an alternative route but were unable to find a solution that we and the guest would be comfortable with. We have spoken with the guest and informed him that on 3/21/23 we should have an answer as to when an assembly will arrive as some stock for that transmission assembly should be released on that date. unfortunately, we are unable to offer or provide courtesy transportation at this time. We have not had any courtesy transportation vehicles available to use since the beginning of the pandemic. We will keep in contact with the guest to inform him of the parts and repair status. 

  Customer response

  03/23/2023

  Complaint: ********
  
  I am rejecting this response because: Today is 3-23-23 and Chevy Cadillac of Santa Fe has yet to contact with me regarding a transmission for for my vehicle. The response to my complaint clearly states they would contact me 3-21-23 but I have had no contact whatsoever as of 3-23-23. We are approaching seven months and still no resolution. I feel I have been more than patient with their lack of communication, customer service and lack of urgent. Did SFCC install a faulty part which triggered this entire event? Was the technician a certified mechanic? These are questions left unanswered and the was there any follow up on the work that was done to replace the electrical harness?? Did the service dept confirm the work that was done by the collision dept? I still feel like I am at square one and need your help to resolve this issue: 

  
  
  
  
  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

  03/24/2023

  A rodent of some sort which the customer states was a squirrel, caused the damage to the electrical system of his vehicle. No, the damage to the harness did not cause a mechanical failure inside of the transmission. Unfortunately, as everyone knows, there are supply chain restraints. I do not manufacture, nor control when parts are available. The Guest is updated with the most current information that is supplied to us and if I do not receive updates from the supplier, then I have no information to pass along. I understand the guest would like his car back and we are attempting to get that vehicle fixed and back to him, however as I said before, I have no control over parts availability. My parts manager attempted to contact the guest on Tuesday March 21st but was unable to reach him. We will make another attempt to contact the guest. 

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made 5 visits to Chevrolet Cadillac in Santa Fe to fix my 2013 1 Ton GMC pickup truck. My check engine light was on as was my DEF service light. They fixed the diesel exhaust fluid problem. That was covered as a warranty item. When I returned the next day to pick up my truck, they present me with a bill for $2,565.70 which I paid with a check. A day later the check engine light was on. I paid $350 for the second visit. 10 miles later the check engine light was back on again. After the fourth visit, they said they couldn’t isolate the problem and was escalating it with GM tech. They said they’d call me. After two day without a callback I called them. They said they had no new info but would call me. It’s been a month. They never called me or provided me with any more service. They charged me $2,915.70 and didn’t fix my truck. I tried getting satisfaction through GM Corporate Customer Service and the dealership wouldn't budge. Getting desperate, I got an appointment with another General Motors service provider in Santa Fe, ****** ***** ***. Reviewing my invoices from the first dealer they pointed out that they did an expensive repair that was not necessary for $874.68. They also solved the check engine light problem on the first visit. They also identified the problem on my first visit. They discovered that Chevrolet Cadillac failed to install a second small screw on the Maximum Airflow (MAF) sensor, which was causing a small air leak which triggered the sensor. They had to order that screw and installed without charge the next day. The check engine light was fixed. *** ****** describes all this on the second page of their invoice. I want Chevrolet Cadillac to refund $970.25 they charged me for their failed incompetent work to replace the sticking EGR valve and gaskets. ?I also charged them to refund $874.68 for the unnecessary replacement the def pump and def temp module. I can verify all my claims with billing documentation and a photo.

  Business response

  07/26/2022

  Hello ******,
  
  I reviewed the customer complaint, photos and though the guest did have multiple issues with the vehicle, the most recent repair at ****** ***** *** was not related to any repairs performed by Chevrolet Cadillac of Santa Fe.
  
  As you can see that the def reservoir kit (part#******** line 2 on invoice#*******) was covered under warranty and recommended that the DEF module also be replaced during the repair due to issues we have seen. The EGR valve repair is on the opposite side of the MAF(mass air flow sensor, not maximum), even in the event that a EGR bypass valve repair would take place on the same side as the intake tube (mass air flow sensor is attached to this tube using the screws mentioned by guest) there is absolutely no reason to remove that sensor as it will come off with the intake tube. All repairs recommended at the time of diagnosis was addressed and the codes listed in the octane invoice are not related to the emissions system rather the intake side of the vehicle (false reading in the exhaust system due to unmetered air).
  
  The way a vehicle is designed is that MAF sensor detects the flow of air coming into the engine, the MAP sensor detected the volume/pressure and the HO2S (heated oxygen sensor) senses how much oxygen is in the exhaust after the used fuel is being exhausted. These sensors send this data to the powertrain control module which adjusts the air/fuel ratio in real time which is called fuel trim, long and short term.
  
  So an air leak past the mass air flow can cause the false codes and others due to more oxygen in the engine than what was measured, but that was not the case when the guest first reported the issue. My technician followed the manufacture tests, flow chart and used his laptop with an MDI that has bidirectional controls that are capable of moving that egr valve to verify that it is stuck. The glo plug on #1 cylinder was bad and needed replacement. During this repair we covered a fog light replacement for the guest at no charge, and on the next bill for the NOX sensor in the exhaust which is also part of the emissions system, I split the bill with him as a gesture of customer service, even though that was not related to the previous repair performed (EGR system is on the engine, the exhaust, def are all separate and the NOX sensor is on the exhaust)
  
  It is my position that Chevrolet Cadillac of Santa Fe has went above and beyond, covered repairs that we were not obligated to cover and are not responsible for reimbursement of any kind on the repairs performed.
  
  Robert * J******
  **** ********* **
  Santa Fe NM, 87507
  Fixed Operations Director
  Chevrolet Cadillac of  Santa Fe

  Customer response

  08/02/2022

  Complaint: ********
  
  

  Dear Ms. *********,
   
  I'm not sure exactly what the protocol is. I read Mr. J******'s response on your online response system. I assume you will forward my response onto him? If I am supposed to respond to Mr. J****** directly, please inform me of this.
  I want to thank Mr. J****** for finally responding to me and the Better Business Bureau on this matter. Mr. J****** provides a somewhat technical explanation defending the services his organization provided to me regarding my truck repair in May of 2022. Technical explanations can make it difficult for a layperson to figure out who is right and who is wrong regarding this dispute. Fortunately technical issues have no bearing my grievance. The undeniable fact is that Chevrolet Cadillac charged me $3,000 for services that did not fix my truck. After all their efforts, my check engine light was still on. I suspect, much to the chagrin of Mr. J******, another local GM service provider was able to actually identify the problem on my first visit. They installed a small screw, that cost less than $5, and the check engine light has been off ever since.
  Technical matters aside, I disagree with a number of the points that Mr. J****** offers in his response.

  First of all, the service rep Mariel S*****, assured me that any repair work that was performed by Chevrolet Cadillac was absolutely fully guaranteed and that if any repair item reoccured in the near future, it would be fixed, at no charge at any authorized General Motors service center. So this presents a major problem right away. Their first bill of almost $2,500 was to fix the check engine light issue. They did not fix that issue. By Mariel S*****’ statement regarding guaranteeing their work, Chevrolet Cadillac was responsible to continue working on my truck, at no additional charge, until the fix engine light issue was resolved.
  Mr. J****** tries to score some points by stating “we covered a fog light replacement for the guest at no charge.” This was not an act of generosity on on their part. I told them specifically NOT to replace the bulb and they replaced it anyway and tried to charge me. When I caught it on the bill, they realized they were obligated to remove the charge. 
  In Mr. J******’t own words, and their invoice stated that they, “recommend”… that they “suggest” that the DEF module also be replaced during the repair due to issues we have seen.” In fact, no one presented this option to me as a recommendation or a suggestion! I’m sure they assumed I wouldn’t approve this very expensive additional charge to my bill - $874.68. The def pump and the def temperature module were not broken. I wasn’t paying them to fix things that were not broken. Nevertheless they proceeded, without my approval, and charged me for it, much like they did with the fog light.
  

  How do I know that this was not a necessary repair?  Because the service manager at *** ****** Buick, in Santa Fe was reviewing the bills for the repair work that I had already had done at Chevrolet Cadillac, and he pointed out to me that this was NOT a necessary repair. They might want to call into question my personal opinion, but it is difficult for them to call into question the observation of anther professional GM service manager.
  

  So Mr. J****** states  “I split the bill with him (on the second repair) as a gesture of customer service, even though that was not related to the previous repair performed.”

  It is true that he split the cost of the second repair but he is absolutely incorrect to state that it was not related to the previous repair. His organization had two issues to fix when I brought my truck to their dealership. Fix the DEF issue and solve the check engine light problem. I was very thankful that there was no charge for the DEF problem - obviously that GM Corporate’s decision, no an act of generosity on the part of Chevrolet Cadillac. So after the first repair, which coast almost $2,500,  their only responsibility was to fix the check engine light problem. They did not fix this issue and according to Mariel S*****, they should not have charged me anything additional because the first $2,500 bill did not fix the check engine light problem. They cannot argue or dispute that their first effort failed. My check engine light was still on. Come to think of it, they didn’t fix the problem after two more visits and another $350 bill.

  Mr. J******, in his response, never acknowledged that they didn’t fix my truck. They found other things that they charged me for but that is at best suspicious. The only thing they were supposed to fix, and charge me a reasonable price for, was the check engine light problem.
  

  When I finally went to *** ****** Buick, out of desperation, they identified the problem on my first visit. The installed a screw that cost less than $5 and charged me for the diagnostic.

  Mr. J******’s closing remarks. “It is my position that Chevrolet Cadillac of Santa Fe has went above and beyond, covered repairs that we were not obligated to cover and are not responsible for reimbursement of any kind on the repairs performed.”
  

  How can Mr. J****** possibly claim they went above and beyond covered repairs when after all this time and expense, my check engine light was still on.

  At the very least, Chevrolet Cadillac should reimburse me $874.68 for the def pump and temp module that was not necessary or required. (By their own admission, it was only suggested or recommended). They should also refund a significant portion of the other $2,000+ charges in that they never fixed the check engine light problem.

  Respectfully,
   
  ****** *********,  
  ###-###-####  

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

  *** ***** ***** *** ***, Sutherlin, OR 97479

  
  

  
  

  Business response

  09/29/2022

  To whom it may concern, 

  i have read Mr. ********'s response. I would like to explain that the EGR, DPF and DEF systems are separate and work together to limit exhaust emissions. EGR stands for exhaust gas recirculation, and recirculates that exhaust back into the intake system after passing through the egr coolers. The EGR valve limits the amount of exhaust going into the intake system based on parameters set by the manufacture, and often does get clogged up from the exhaust soot which weakens the valve, causing a no flow concern, which is what happened on one of the repairs were recommended on the first visit. The DEF system (diesel exhaust fluid) manages how much def is injected into the part of the exhaust system (SCR) based on the exhaust temp. (def fluid is used to bring down exhaust temps, and reduce the 5 gas NOX) The DPF system (diesel particulate filter) is what filters out all of the black soot (black smoke), and uses various sensors such as EGT(exhaust gas temp sensors) and NOX sensors to monitor and adjust the air fuel ratio in real time. The EGR is in the engine bay and has two coolers and valves, the DPF is the exhaust system, and the DEF system is a tank of fluid with components listed on the guests invoice. 

  Now having explained how these systems work, and that they are separate and are located at different parts of the truck, MR. ******** had multiple concerns that were not in any way related to each other, but failures of different systems at different times. Chevrolet Cadillac of Santa Fe, as explained in my original response, is not liable for any of these repairs that were recommended to the guest. MR. ******** received all services recommended and approved by the guest, and also received, what i believe was a generous discount, even though the second repair was not related to any of the repairs performed on his initial visit. 

  Again, i want to reiterate that Chevrolet Cadillac of Santa Fe is not liable for any reimbursement, of any amount. 

  Robert J******

  Fixed Operations Director 

   

  Customer response

  10/03/2022

  Complaint: ********
  
  I am rejecting this response because:

   

  This will be my last response. Mr. Robert J***** and his company has succeeded in cheating a loyal GM customer. - well a once loyal customer. Of course I never implied that the DEF system issue was related to the check engine problem. He already impressed us with his knowledge of NOX, SCR, DEF, DPF, etc. in his last response. I suspect he just copied and pasted it into this response.  When I arrived at his dealership I only had two concerns - I guess that’s what Mr. J****** refers to as multiple concerns. Make the DEF warning light go off and make the check engine light go off. They fixed the DEF issues - no charge warranty. They billed me about $3,000 to make the check engine light go off and it was still on when they stopped communicating with me. I then went to their local competitor and they discovered the problem on day one when their people couldn’t figure it out after working on it for three days. Their competitor ordered a screw, which cost less than $5, and the problem was fixed. A classic case of incompetence and not having the gumption to admit failure.
  
  Also Mr J****** says that I was informed of an $850 repair that was not needed and I approved it. Mr. J****** immediately removed a $40 fee off the first invoice for a replaced fog lamp that I told them NOT to install. Making the claim that I approved an unnecessary repair for $850 also demonstrates that he is a lier too.
  
  $3,000 worth of bills to NOT fix the check engine - Chevrolet Cadillac of of Santa Fe.
  
  Less than a $200 bill, including the cost of the diagnostic, for FIX the check engine light - ****** ***** *** of Santa Fe.
  
  
  It’s glaringly obvious who is ripping off who! Sadly, the bad guy often gets away with it.

  I have waited months to get responses from Mr. J****** and the BBB. And you expect me to reply in 30 minutes? You are just as corrupt at Chevy dealership.
  
  ****** *********
  
  ****** *********

  
  

  [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

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Chevy Malibu from Chevrolet Cadillac of Santa Fe back in September of 2020. That car was plagued with issues as after a few weeks I had to take it in to their services department to fix a censor. A few weeks after that I had to get a new tire. A few weeks after that my check engine light turned on and it turns out I need a new battery. A few weeks after that my check engine light turns on again and there’s all these other issues that need to fix and it would take a month to fix. A sales rep recommended I trade in that car for a new car. We settled on a 2018 Chevy Malibu. It was purchased February of 2021 with the sum of around 18,000. The car is amazing but after a few months I noticed every time I washed it the paint would fade. Each day went by and the paint would fade more and more. The areas of the paint fading are the roof and hood. In June I went into Chevy and asked if my Insurnace would cover to fix the paint. I was told it would not and the sales rep recommended I file a claim with my insurance or take it to a local body shop. Im certain that the car was buffed waxed and detailed before it being taken into the show room. It is unfortunate Chevy did. It want to help my resolve this. It’s not fair that after 8 months I’m dealing with a cost of a new paint job. I have purchased two cars with Chevy and both cars have been both with issues.

  Business response

  01/11/2022

  Good afternoon ******,
  
  My name is Robert J****** Fixed Operations Director for Chevrolet Cadillac of Santa Fe, and I reviewed the information and pictures that you sent over. After looking at the photos, it looks like vehicle has ran Through the car wash a lot, some dried wax (the white area on the paint surface) and I noticed a lot of rock chips on the car. I did call General Motors to see if there was any coverage for paint like that, and Unfortunately there is not. However I am willing to look at the vehicle and see if we can help Mr. **** get the paint corrected, so having said that I am going to reach out to the guest and schedule a time for him to come in so I can look at the car. Thank you for bringing this to my attention, have a great day.  
  

  With regards,
  
  Robert L J******
  Fixed Operations Director
  Chevrolet Cadillac of Santa Fe

*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. ↩