ComplaintsforWest Herr Collision Center of East Syracuse

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/10/2023 I brought my 2004 ***** *** **** into the dealer to get an appraisal through a *** dealer. When I brought my truck in I had no lights on the dash. After they went through the car and took pictures, they had there sales manager test drive it. After the test drive I thanked them and went to leave. Upon starting my truck I noticed my brake light was on and flashing. I wasn’t informed the light came on at all, when I called and asked about it I was told “ I thought you knew about it, but regardless we can’t do anything about it” when I informed him I had a picture and video of my dash before he drove it as well as the first person who turned my truck on, witnessed I had no lights on either. I’m more upset I wasn’t informed than I am they have no desire to fix what they broke. I called and tried to get to the bottom of it and that’s when I was informed about what the sales manager thought.

  Business response

  04/20/2023

  Upon inspection of the vehicle on 3/10/2023, the Sales Manager noted that when he checked the E-Brake, the light on the dashboard was blinking. Mr. ****** came in on a *** *** offer, and West Herr did a visual inspection only of the vehicle at them time. We informed the customer of the light blinking and explained that we could not have caused the light to go on as it was a visual inspection only.    Annette S**** Executive Assistant to Scott B*****, President & CEO West Herr Automotive Group 

  Customer response

  04/20/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Not only did they lie about only a visual check, I have text messages and pictures to confirm. They didn’t tell me about the brake light and it wasn’t on before I came in. As well as it wasn’t only a visual inspection, they test drove it.   Regards,  ******* ******

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an extended warranty with the purchase of my car in September 2021 I got in a car accident and my car got paid off and I was supposed to be refunded on the extended warranty and they only gave me a portion of what they owed me they put in the wrong mileage and I had to go to the third-party (********) to submit the rest because Syracuse Chevrolet is not trying to help me I have been there numerous times and nothing has been done and they still owe me about $800 and this is all accounted for on paper. I just want the money owed to me for it is rightfully mine.

  Business response

  04/21/2022

  We apologize for any inconvenience this has caused our customer.  A refund check has been issued and sent to the Mr. *******.

• Initial Complaint

  03/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January I put a deposit down of $1000.00 on 2500 HD I was told the vehicle will cost $ 50,500 on 3/21/2022 I received a phone call stating the vehicle was in. I went to the dealership and was told that they can’t honor the price of $50,500 the new price is $53,000. The salesman Mike said he will find out what happened and maybe it just error. I showed him the paperwork that was provided by dealership that shows the price. During our conversation I told him this will be a commercial vehicle and I need commercial plates he acknowledged that and said ok. Mike then told me I need to speak with a guy name Dan from finace I sat with Dan and also told him this would be a commercial vehicle when he was trying to sale me extra warranties that would not be eligible for commercial vehicles. I also told him to only run my credit to three lenders only. He said ok. On 3/22/2022 I received a call saying the vehicle is ready to go please bring proof of insurance and the rest of down payment. I required the commercial insurance that is needed and went to the dealership. Once I got to the dealership gave them proof of insurance at they said my company was not legitimate because they can’t find it which to find out they were spelling the company wrong then they proceeded to say they would have run my credit again because they didn’t run the companies credit I told that would not be acceptable you will not run my credit again you have already ran my credit two times more than I authorize. So The general manager for finance and sales came in to convince and intimidate me in to put the truck in my personal name which I told them this unacceptable please return my deposit and you don’t have permission to run anymore credit checks. I received four more alerts of hard inquiries on 3/23/22 of them still running my credit without my permission

  Business response

  04/12/2022

  Mr. ***** ordered a 2021 ********* **** ** truck in September of 2021.  ******* ****** accepted the order in January of 2022.  With that said, the model year flipped to the current year of 2022 therefore creating a price increase that West Herr has no control over. Upon delivery, the customer requested to title and registration the truck in his business name, but would not allow us to run the credit report for his business. The alerts that Mr. ***** received were not 4 individual inquiries. The credit reporting agencies count multiple inquiries in any 14-day period as one inquiry.  Which has a minimal impact on your credit score. In the attached FICO information packet-Understanding your Credit Score, on page 14 it states:¦ The score looks for “rate shopping.” Looking for a mortgage or an auto loan may cause multiple lenders to request your credit report, even though you’re only looking for one loan. To compensate for this, the score counts multiple inquiries in any 14-day period as just one inquiry. In addition, the score ignores all inquiries made in the 30 days prior to scoring. So if you find aloan within 30 days, the inquiries won’t affect your score while you’re rate shopping.After discussion, at that time, Mr. ***** requested his deposit be refunded, which we did immediately.  In an effort to assist Mr. ***** with another vehicle, Dan S***** has reached out and offered to order him a vehicle, while also exploring secondary options.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My car was towed to East Syracuse chevy on May 17, 2021 to be repaired. My insurance company covered the damages but I paid a 1,000 deductible. East syracuse chevy was supposed to have it ready within 30 days but other issues came up. So my insurance company had to pay additional money to cover the new damages. My insurance company provided me with a rental car for 30 days from 5/17/21 so after 6/17/21 I have not had a vehicle since. My insurance company could no longer provide me with a rental because the delay wasn’t on their behalf. I asked for a loaner car from East syracuse Chevy but they told me it’s nothing they can do, so I’ve been paying for rides and Ubers every day to get to work. I also dropped classes I was supposed to take in the fall because of the delay on East syracuse Chevy. I just want so kind of sympathy from East syracuse it’s like they don’t care about my needs of a car.

  Business response

  10/05/2021

  Mr. ******* brought in his ****** due to engine issues. In speaking with him, and our technicians diagnosing the vehicle it was determined that Mr. ******* filled the gasoline tank with diesel fuel. Due to this his entire engine seized up. The customer contacted his insurance company, ********, in May to try and get this covered under his insurance. We as a dealership went back and forth until Mid August to get ******** to approve any type of insurance claim on this vehicle. They wouldn't return phone calls, emails, people were on vacation etc. Once we finally got a  hold of them in Mid August, ******** approved for us to replace the engine with an Used Engine. We were instructed that we had to utilize their vendor, ********* to receive this engine. We received the engine 3 weeks later in the beginning of September. The engine arrived and it was determined that they had sent us the incorrect engine for this vehicle. So this time, we utilized a local company, *** **** *****, to source a used engine. This came in two weeks later, in the 3rd week of September. Once installing this used engine, the technician found that it is running extremely rough and not operating safely. Since the install, our technicians have been trying to diagnose the issue and fix what is wrong with the engine that we received and installed. The time delay has been almost completely out of our hands. First his personal insurance company was giving him and us the run around to approve this as a qualified repair under his policy. Secondly, the company they required us to use to get the engine from took a significant time to find an engine and deliver it to us. Once we received the engine and realized it wasn't correct, we then had to source a second engine that took a few weeks to get. We are currently working on his vehicle, trying to determine what is causing the issues with the engine that was just installed.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They had my car for three months and all they were supposed to be doing was giving me a new ignition for key they lost the key then they told me it had to have another battery I’ve been paying conference for three months catch an ****‘s back-and-forth to work the bus at least fill us in please get compensated for my car insurance this is ridiculous they give me the runaround call nobody returns my phone calls I went out there maybe 10 times they always give me some type of excuse my fiancé went out there they gave him an excuse

  Business response

  05/06/2022

  I would first like to start by saying that this repair was completed under our old owners as East Syracuse Chevrolet. As of December 6, 2021 we are under new ownership as East Syracuse Chevrolet a Member of the West Herr Auto Group. In looking back at this repair, it appears this vehicle was towed in with no appointment scheduled. When this happens we do our best to get the vehicle in as soon as we can, but we also need to honor our appointments that have already been made. This was also during the times of Covid when many businesses, including us, were short staffed. When we were able to start work on the vehicle we found that it had been worked on by an outside source prior and that there were parts in the vehicle that came from a salvage yard. This extended the repair process as it was hard for us to locate key codes to these unoriginal parts. There were also electrical issues that took longer to diagnose because of this as well. However, we were able to complete the repair and we even billed a total of $156.02 in parts internally as goodwill to the customer. 

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