ComplaintsforKeller Chevrolet Inc

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called on Feb 13 and was scheduled for a 9am on Feb 20th Inspection and to have my Transmission checked. The women I spoke with said she noted it in the appointment. I arrived for 9 and after waiting and being seen left my car. I was called around 3 that they just realized they were down a technician and weren't gong to look at my car and offered it back even though I still needed the service done so I left it because I was assured it would be done by 1 Tues since I worked at 3. I chose Mon because I have off. I called at 12:11 and was told to call back in a few hours and at 1:52 was told I would get called back. They call close to closing saying to call back and never left why. I couldn't call back till after closing at work, which I had to figure out a ride for. Feb 22, I played phone tag after not receiving any information. After getting ahold of the mechanic he said he hasn't done anything that was scheduled and now needs approval. I told him I need my car tonight and he said he would leave the keys under the seat if I had another set of keys and that I can call back when I have my car back because my CC was in my car. Later someone else texted me for payment even though I already spoked with the person working on my car. I uber to work and figure a ride there in an ice storm and get my car but no keys. I called at 6:44 with my credit card like we agreed upon and scraped my car off and drove home. It is now March 4th and I haven't not gotten my keys back after I have messaged and spoke to them. I asked the keys to be mailed and they said they would drop it off between Feb 26 to March 4th. They have not followed through and I have not been able to lock my door because I don't have my house key. I want my keys back and delivered ASAP. I was scheduled, they messed up for 3 days, then didn't follow through on what was agreed upon and are now ignoring my messages. I have the texts and call history I can screenshot and send if needed.

  

  Business response

  03/21/2023

  First and foremost let me apologize about getting the vehicle in to check out the transmission. No excuses, however since losing technicians during covid it has been difficult to replace them. We were able to get it looked at and spoke to Mr ******* about his concerns. Repaired brakes for NYS inspection. We were able to get the keys dropped off at his home. Sincerely apologize, we could have done better.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my vehicle in on 1/31/22 for a check engine light and air bag light. Vehicle was diagnosed for an air bag sensor and timing belt replacement (p0024). Was quoted a price of 3,860.37$ and 3-4 day turn around. Can't say as to when the air bag was fixed but that went without issue. The engine wasn't take apart to replace the timing chain until a week after I brought the vehicle in (3 days past quoted delivery). Upon re-assembly of the engine, there was a mistake made and the vehicle was now sending out a different code which was not in the original scan. They refused to provide me documentation of this code but verbally told me it was a p011. The issue resulted in the engine being taken apart a second time and eventually Keller required the assistance of a GM engineer, to fix the issue which was a result of incorrect assembly of the engine. I received the vehicle on 3/9/22, 33 days after the quoted delivery time and with an extra 1000$ tacked on. Through the entire process the dealer was barely in communication, and at one point I was told the extra cost of the parts would be absorbed as to keep the original quote. After questioning the extra 1000$ charge, they brought the price back to the original quote. On 4/5/22 I took the vehicle to a mechanic at the end of my street to investigate a strange sound. He informed me the all 3 motor mount bolts on the passenger side of the vehicle were missing! I allowed him to replace the bolts and called the dealer. They requested I bring the vehicle in to be inspected, which I did. The tech at the dealer admitted removing the bolts to do the engine work a month prior. the service manager then stepped in to explain to me that there was no proof the bolts were missing, as when they received the vehicle, the bolts were in and tight. Of course they were, the mechanic did it the day before! I feel as integrity of the entire drive train has been compromised, driving with one motor mount connected for about 1500-2000miles.

  

  Business response

  05/03/2022

  In response to complaint.   Customer brought vehicle in on 1/31/22. He was given a quote of $3760.37 which we honored even though it required additional work. At the time of estimate we estimated a 3 to 4 day turnaround. When a time estimate is given there is always a possibility of parts delay or other issues which can make that estimate purely a guess. As soon as we realized there would be a delay we tried and secured the first available loaner vehicle at no charge to the customer. After re assembling Mr. ******** engine a different fault code appeared. Not uncommon on a vehicle with 115,000.00 miles. This fault code was totally unrelated to previous repair. Our certified A technician made several attempts to diagnose and repair the new concern. After failed attempts and multiple calls to Chevrolets tech assistance line, it was determined we needed an engineer from Chevrolet to assist.  Note. There is one engineer in our entire region! Engineer also determined all work performed was correct. With more repairs needed there was no extra charge to the customer. Our service manager was notified that Mr. ****** heard a noise and subsequently took his vehicle to an independent mechanic. We informed the customer that we needed to thoroughly inspect the vehicle to determine if something was wrong. We don't believe that any fault of ours we graciously reimbursed Mr. ****** his minor service bill. Our service technician explained any questions he had and gave him a copy of the 24 month unlimited mileage warranty that came with his repair. A normal procedure that if a customer has a problem , they would bring it back to us not someone else! We do not know if there were any missing bolts or loose bolts because we didn't have the opportunity to look at it. I certainly believe we did everything right and at know time do we ever do anything to hurt our reputation. Lastly, if I had a repair done and heard a noise I wouldn't wait 2,000.00 miles to bring it in. Sincerely Dean F. J******

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