ComplaintsforRomeo Chevrolet Buick

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle for $15,32 via-cashiers check, on 3/14/2024, at the time of purchase the vehicles milage read ****** on delivery of the vehicle the vehicles miles had significantly increased by over 900 miles going up to ******. Immediately following the delivery of vehicle I noticed a loud whining noise upon Excelleration, however, not knowing much about vehicle thought maybe it was the 4 wheel drive, though when picking my son up he indicated that I must bring vehicle back to dealer something was wrong. On April 5th I went back to the dealer with daughter, and was advised that thousands were put into the car that has passed NYS emission she advised them that the car is very loud however we were denied an appointment, no sooner then dropping my daughter off the vehicles check engine light came on, when my son brought me back we were advised that an appointment would be scheduled however, any issues with the vehicle will be my responsibility to fix. They refused to provide me with a rental indicating they *** not provide this service, and kept the car for 5 days to run a diagnostics, upon pick up I was advised that 2 O2 sensors were replaced, and no sooner then leaving the check engine came back on. At this point I took the vehicle and purchased a diagnostics from ****** who has advised me that this vehicle should not have passed emissions that the vehicles catalytic converter is in need of replacement as well as front struts, axles etc, when contacting. My daughter and I went back provided them with the diagnostics, I was advised to drop the vehicle off that Thursday for them to run an additional diagnostics, and they would provide me with a shuttle except this did not occur that day, I was advised to wait, and a hour later, was again advised that the O2 sensors were replaced and they placed catalytic cleaner in my gas, they ***'t see any issues. Since I have been advised that the manager must okay any work ***e, they have not contacted me back since

  Business response

  05/22/2024

  We apologize that *** ****** has had some concerns with her vehicle since purchase.  As she acknowledged, the O2 sensors were replaced during her first visit, along with a catalytic cleaner to resolve the issue.  As this did not correct the problem, the catalytic converter is now scheduled to be replaced.  All of these repairs were done at no charge to the customer.  The catalytic converter was scheduled to be replaced on 5/23, but was rescheduled by *** ****** and is now scheduled to be replaced on 5/29.  We anticipate that this repair will correct the issue at hand.  As the O2 sensor and the catalytic converter are emissions components, they are not covered items under the *** limited warranty.  The emissions test was completed at the time of the inspection and the vehicle passed as no codes were present at that time.  The inspection was completed on the day of purchase, 3/26/24, and then *** ****** returned to the dealership on 4/22/24, with almost 1500 more miles.  A lot can happen to a vehicle in 1500 miles, but we anticipate that the repairs scheduled for 5/29/24 will correct *** ******'s concerns.

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a used 2017 Silverado a few weeks ago. Won't hold air in tires. Dealer damaged wheels. The transmission is seemingly faulty. Been there 4 times and truck was in their shop ***** hours. They give me attitude. It should have never passed inspection. They sent the truck out with flat tires and a non working tail light. I am bringing the truck to another dealership to perform the work and I just want Romeo to pay the bill from the other dealer and apologize for their crappy behavior.

  Customer response

  04/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Romeo Chevrolet Buick regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a 2018 ***** Traverse. In the month of September my check engine light came on in the vehicle. I call for that reason and also because my car needed an oil change. I was told that the service department was booked out til the end of October to the beginning of November, and I could call back time to time to see if any new appointments opened **. In the mean time my car started having more symptoms of needing repair. Occasionally shutting off and strong smell of burning oil. I call a few more times and was told the same the shop was very booked so call again to check for availability. I eventually had to take my vehicle to an auto shop where they made me aware my catalytic converter was broken and advised to me to take it to the place where my warranty wad through so they can repair it. When I took it to Romeo they told me that my warranty was void since it was **** mile over. They told me even though GM covers my car they would not tell me to find another dealer who would be able to address the issue and make repairs. So they had me believe that this shop was the only place to repair my vehicle which was not true. I tried to get an appointment and was not given a close one or even told to stop driving until the light was checked. I believe that my repair should be fully covered since the repair shop had me falsely believe that they were the only place I could have had this repair done. Which was not true. Romeo told the outside auto shop the part was in and when I took my vehicle to Romeo they now say the part will be in in a week. This is very bad business practice deceive a customer to believe one thing while waiting for vehicle to be out of warranty and have the customer have to pay a greater amount for the repair.

  Business response

  11/29/2023

  We apologize that ******************** is unhappy with her experience with Romeo Chevrolet Buick GMC.  However, we have been extremely accommodating with her complaint and service history.  All of our incoming calls are recorded.  Our system shows ************************ first call to the dealership for this issue was Nov. 7, 2023, not September as she stated.  At that time, we booked an appointment for her for Nov. 14.  The next day, that appointment was moved to Nov. 11.  Prior to Nov. 11, 2023, the last time ******************** visited Romeo Chevrolet Buick GMC was in March, 2023.

  We have worked with ************** to reduce the price of the repairs on the vehicle by almost half due to the fact that ******************** was over warranty mileage by a few thousand miles.  Being that ******************** did not purchase the vehicle at Romeo Chevrolet Buick GMC, we are unsure why she would believe that this was the only location she could bring the vehicle for warranty work when she could bring it to any GM dealership.  We appreciate ******************** as a customer of the dealership and hope that she understands the significant discounts we've already given her are the extent of the discounts available. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new 2023 Chevrolet suburban I paid for registration and title and was told I would have it within 2 weeks and before it expired on. Sept 7 2023. I have not received the registration and when I call the dealer I get the run around. I was dealing with ******* the title clerk and she keeps telling me that the documents will be done but then will not do it I cannot drive this vehicle without it being properly registered. I was then told 4 days ago that the documents will be sent overnight and I still have not received them and they will not give me any sort of tracking proving they were sent

  Business response

  09/12/2023

  We apologize to ******************** for this inconvenience.  While it is not an excuse for the delay for ********************, we have had some changes in our offices and are still working through the challenges in doing so.  The registration will be ******* out today and I've attached a copy of the ***** confirmation.  

  Customer response

  09/12/2023

  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 and the matter has been resolved. All this could have been avoided if the business kept an open line of communication.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a 2017 Jeep Wrangler Unlimited on 7/5/23 from the dealership. We only had it two days and my son had an issue with the steering wheel. We looked it up and it's known as the "death wobble". It was towed into the dealership on 7/8/23 for service. On 7/10/23 service advised that the vehicle was there. On 7/11/23 they serviced the car by balancing the tires and service acknowledged that they think they fixed the problem. We picked up the car on 7/12/23. On 7/17/23 the vehicle yet again was brought into the dealership for the SAME issue that obviously was NOT fixed by balancing the tires. We spoke to ******** several times throughout the week on 7/17/23. He advised that he was going to get his "best expert" on Jeeps to handle this. He then advised that he was leaving the dealership and that ***** was now in charge of the situation. We were advised that the Jeep was then being taken to a local Jeep dealership nearby to work on the vehicle. My husband and myself have contacted ***** either by text or voicemail. He is very slow in responding back. The last text received was on Thursday, 7/27/23 from ***** that "been back and forth with the Jeep dealer for estimate and the service contract. This is covered and I have the work authorized. I am getting a time estimate for the work completion tomorrow". We never heard back from on Friday 7/28/23. The vehicle has been in your possession a total of 15 days and at your dealership twice for the same issue. I even contacted *** ********************** himself and his only response was that he would look into it and that he would get involved ASAP. That was late Monday, 7/31/23 and today is Wednesday, August 2 and I still have not heard a word from him.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17th my daughter and I purchased a 2018 **** focus from this dealership. We also purchased a extended warranty. The total financed cost was ***** with my daughter putting **** down. She drove the vehicle for less than 3 weeks and the engine mounts completed sheared from the engine causing her to loss stearing and roll into a grass yard. The engine completely dropped to the ground. On June 6th 2023 the day before this occurred she had the car serviced at the dealership for a alignment. The vibrations did not stop. She scheduled a check up again for June 8th at the dealership but enroute to the dealership this engine mount failure happened. The warranty company told the dealer that the vehicle was Uninspectable to the owner himself and that they would not cover the repairs. The insurance company usaa said that my daughter did not take pictures in time for the collision insurance but insisted that it was a mechanical failure and not an accident. The tow truck driver and police officer at the scene both stated the same. *** Romeo has been in contact with me but continues to blame all but the dealership. I AM requesting that my loan be paid off completely and my daughter recieves a **** dollar refund.

  Business response

  08/01/2023

  I think the matter is fully handled at this point. **** and I have come to a mutual agreement. **** was very patient and we appreciate his business.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was brought in for repairs to Romeo Chevrolet and they had the vehicle for just about three weeks and they never contacted me about repairs. I always reached out to them because the repairs were taking an excessive amount of time. They never called back when I left messages for them, and when I finally received my vehicle back the vehicle was still doing the same thing. I contacted the dealer again and made another appointment. They stated that I could bring it to another dealer so long as they accepted my warranty. I contacted another dealer and brought it in the following day. They did an inspection on it and found numerous things wrong with my vehicle that should have been addressed when it was with the other service department and the repairs that were completed at Romeo Chevrolet had to be worked on also. The repairs werent completed to proper specs according to the second dealers service department.

  Business response

  07/11/2023

  We sincerely apologize that **************** had this experience.  Our service manager spoke with **************** today to see if there was anything that we could do to address his concerns.  **************** stated that the work had been completed to his satisfaction.  We again apologize for the delay he experienced and we hope that future experiences will be better than this one.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12 June 2023, I took my car into Romeo ***** to get the engine service light corrected. They told me that the problem was corrected for $1000. When I took the car home, my code reader indicated that I had a permanent code, and the check engine light returned. I took the car back to Romeo on 3 July 2023, and again they said that they had corrected the problem this time for $650. Before I left, I showed them that my code reader still had a permanent code, and they said that I should drive for 100 miles to see if the code cleared. The next day the engine service light illuminated, so I called to schedule an appointment. They said that they could not schedule an appointment for another month. I asked to speak to a manager and was forwarded to an answering machine. As of this writing, I have not heard from him. I called the ***** corporate office who said that they would contact the dealer, but Romeo is a privately owned entity. I cannot get my ***** to pass inspection.

  Business response

  07/10/2023

  We sincerely apologize to ************** for the lack of a resolution of his concern.  We have reached out to him this morning and will schedule the appointment as soon as possible to resolve the issue.  We appreciate ************** bringing his concern to our attention and hope to have the matter resolved within the next few days.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Purchased truck on 02/21/23 At Romeo Chevrolet -Brought truck in for repair 03/07/23 for heat blowing out all vents at once and not switching to defrost causing a safety issue because I couldn't see out of the windshield while driving in winter. Truck Also starting shaking at highway speeds.-After 1 week of waiting I called and was told they were still diagnosing the heat issue and that it was shaking because it needed a new steering stabilizer and was told they wouldn't replace it even though it is under warranty.-Week 2 they were still diagnosing the heat issue; I asked what was going on with the shaking. ****(service manager) said 'I told you it's from the sway bar but we aren't going to cover that'. My response 'you told me it was a steering stabilizer not a sway bar, either way it's under warranty you have to replace it'. He told me he doesn't know about vehicles he's not a tech and had to ask the car manager and get back to me.- Week 3 **** tells me the heat blend door was replaced and heat is fixed but they don't know why the truck is shaking and it's not a concern to them. Next day was told heat stopped working again and GM engineer would come and take a look.-week 4 I contacted Romeo for update and was told they figured out it was the heat blend door; even though they told me they already replaced it. -After Romeo having my truck for 31 days I requested a refund and they take the truck back under *** Used Car Lemon Law.-****** manager ******* called me and admitted that no work was performed on the truck the entire 31 days it was there and that he was sorry that I got lied to by **** and that I'm well within my rights under used car lemon law but that's on me. He then asked me for 2 more weeks to try and figure out what's wrong with the truck which would put me at a total of 6 weeks without my vehicle. At the end of this additional 2 weeks my 60 day warranty will expire so it seems like they are trying to scam me even further. AVOID ROMEO *****

  Business response

  04/10/2023

  We sincerely apologize to the customer for the inconvenience and miscommunication from us to the customer.  Our service manager, ***********************, has been in contact with the customer today.  We are actively working to address the outstanding issues and will continue to cover the concerns covered by the limited warranty and will extend the term by the number of days the vehicle has been in the shop.  We hope to have the vehicle fixed by the end of the week and to continue to work with the customer to regain his trust and hopefully rebuild his desire to do business with our dealership.

  Customer response

  04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They did not miscommunicate they straight up lied and admitted to it. They called me back today and said they don't feel a shake when they told me 2 weeks ago the shake was still there even after they balanced tires. I will be pursuing *** Lemon Law.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer response

  04/17/2023

  I picked up my truck from Romeo on Friday April 14th 2023. They assured me everything was fixed. Driving home from the dealership the shake was still present at ******* speeds so I notified ******* the service manager and he said to bring it back so I can take a tech on a ride along. I have already taken a tech on a ride along and showed them the issue 40 days ago when I first dropped my truck off. Then his "senior" tech took it for a ride and said he felt the shake and then they told me that they fixed it. How many times do I need to show someone the same problem that they are already aware of and that they supposedly fixed?

  Business response

  05/02/2023

  We have been in touch with **************** on multiple occasions and believe we have a solution worked out.  We are awaiting **************** to come in at a time convenient for him to order a new Camaro.  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My daughter, **************************************, bought a car from Romeo Chevrolet about eleven months ago. I was the cosigner.On February 2, 2023, she was in a car accident on the way to work. The car was totaled. The loan was through Mid-****** ******************** in Kingston, NY. **************. The person at the bank suggested to contact your office. My daughter is still paying on the service contracts even though she does not have a car. The payoff from the insurance part was completed March 7th. On March 8th, the bank faxed Attn: ******************************* (Romeo's Business Manager) the reimbursement expectation for the service contracts. The Bank faxed info to the dealership again on March 22nd. My daughter has been in contact with Romeo since the accident. Today, they stated that her payment is going to take an additional 3 weeks before she will see her money. My daughter is still paying on the service contracts even though she does not have a car. She also went to the dealership and spoke with ******************** who stated, if she bought another car from them right then, they could have immediate access to the money owed to her. I called Romeo and spoke to ***** (the person that sold her the car). He said that it was the bank holding everything up. He said that's what he was told. I told him I just got off the phone with the bank and they said it was Romeo dragging their feet.

  Business response

  03/30/2023

  We apologize that the customers have been inconvenienced.  We never received the initial fax, but our Office Manager received emails from the bank on March 21 and March 22.  The cancellation was processed on March 27.  We checked the ************ system this afternoon and it shows a check date of 3/31/23 and it is sent snail mail, so we will most likely receive this check about a week after mailing, so around April 7, 2023.  As soon as we receive the check, we will send it in to Mid-****** Valley FCU.

   

  Our Sales Manager is reaching out to the customers right now to try to address the situation and make sure that all parties are on the same page as to the distribution of the funds.

   

  Customer response

  04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Good afternoon, 

  
  

  In reference to complaint #********, there has been no change.  I am considering the ************************* and the *** if this is not resolved. 

  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  04/17/2023

  We apologize for the inconvenience to the customer.  We have done all we can to ensure that we process the paperwork and refund as quickly as possible.  We did not receive the refund until last Thursday, April 13.  We received the check in the morning mail and promptly deposited it.  We then wrote the refund check to Mid-****** Valley ******************** to credit the customer's outstanding account.  We hand-delivered the refund check to ****** on the same day, Thursday, April 13.  We spoke with the bank today.  The acknowledged receipt of the check on Thursday and said that it was being processed.  At this point, the timeframe is determined by ******.  We have done all we can to assist the customer in processing this refund as quickly as possible.  We are sorry about the delays from ************ and from ******, but those are out of our control.  While the customer has every right to pursue whatever further avenues she chooses, we hope she sees that we have made every effort to assist her in our best capacity. 

*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. ↩