ComplaintsforBob Johnson Chevrolet

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2021 ***** *********** on Feb 12,1024 Just bought a new car 2 months ago needs a new turbocharger. On the phone with the manager and tell me it should be ok to drive but if it keep going into low power stop driving and bring back. I asked well how many times should lower power be coming on. Service manager says well maybe 2 times a day or once day not sure can't predict the future or I would play lottey. Ask if they can put in writing u telling me ok to drive so I don't get blame if more damage done. They wouldn't give me in writing. Manager said just leave you car then but don't know how long it would take. We have nothing to give u to drive. You will just have to wait. Could be next week or in a month. Terrible business practices.

  

  Business response

  05/09/2024

  The customers vehicle is repaired and she has possesion of it.  

  Customer response

  05/10/2024

  Bob Johnson Chevrolet has satisfied my complaint and fixed my vehicle.  Ty

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2020, my husband and I leased a ***** ******** through Bob Johnson Chevrolet. We opted for the **** ******* which included brake pad replacement as well as cosmetic paint touch ups. In the spring of last year, my car was in for service at **** **** ***** (in Williamsville) and was told I needed new brake pads on rear and possible front relatively soon. I called Bob Johnson to determine how to use the **** *******. I was told to call a number (based in Florida). When I called the number, I was told the dealership never submitted paperwork to have our car covered. The company tried to find our package based on name, phone number, VIN and nothing could be found. I called Bob Johnson dealer and left a message for Mike B***** I never received a call back. I called twice more, and then spoke with the woman who manages the sales floor. She told me to leave an additional voicemail for Mike and she would also email him. I have never heard any response. I’ve had to have both front and back pads replaced, which totals over $1000.

  

  Business response

  03/11/2024

  Left a message for the customer on March 11, 2024 at 10:00.  Robert S**** 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance paid out 10.000 dollars to fix my vehicle and still have the same problem every thing on the right side front wheel was not repaired correctly every thing on the right front wheel was supposed to be brand new when I first brought it in the right front wheel was all damaged underneath they even had to put a brand new tire on the front right side they supposed to have did a linement the car started acting up like it wanted to go its own way I almost lost my life in the car it started going in its own direction so from hitting other cars had to go near a curve and it slightly rub up against the curve and then I preceeded to get out the car to check my right front tire the tire did not bust but it was shifted back on the panel so I was lucky I was near my home **** a hard time to try to get it in my driveway every thing was supposed to be brand new on the side that they fixed the tire shouldn't have shifted back that easily it didn't hit the curve hard at all it slightly rubbed up against the curve so all I'm asking that can they please repair my car the right way I shouldn't have to pay for anything all I'm asking is that they correct the issue I also think that they over charged my insurance for 10.000 dollars so if someone can kindly reach back out to me at ************ ** ************ I just want my car fix the correctly way please someone call me as soon as possible I've been getting cars from you all since 2015 I never had a issue with you all until this happened I want to thank you all for help

  

  Business response

  03/11/2024

  To whom it may Concern,  The complaint refereneces a few things that dont make sense.  1.) The vehicle was never serviced at Bob Johnson Chevrolet, the complaint is lodged against Bob Johnson Chevrolet though.  2.) After some research I found the vehicle was repaired at a facilty we now own, however that is a completely separate business entity. Attached are pictures of the vehicle prior to the repair. The repair was focused in the rear of the vehicle, not the front. 3.) The repairs alledged in the email don't correspond with the damaged area. In fact, the complaint doesnt offer a clear depiction of what actually is wrong with the car today, some 3 years later after the repair.  I think the best course of action is to bring the car to the facility and have it evaluated. This offer doesnt imply we will be offering financial absorbtion of the repairs. The other course of action that could be done is the customer could contact the insurance carrier who paid this claim for a supplemental claim.   Sincerely,   Robert A. S**** Executive Manager 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last week I purchased a used vehicle. Upon leaving the dealer lot I noticed a small crack in the windshield. Immediately went back inside to address the issue. I was told by the sales representative that an employee from the service department will be following up with me to schedule a time to repair the crack. Days go by and haven’t heard from anyone. As a result I contacted the sales representative that sold me the car to get an update. Again get the same response that someone will be contacting me. Still haven’t heard anything back. This situation is becoming frustrating as I keep getting the runaround from employees from the dealership. The crack on the windshield was not something I caused and I shouldn’t have to go through my insurance to fix this.

  

  Business response

  12/28/2023

   

  Its my understanding the customer has an appointment to have this resolved. Delays were due to holidays vacations. Please advise if any additional help is needed.

  Thank you, 

  Robert S****

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment to have my truck oil change & tire rotation performed. I also mentioned a grinding sound coming from my driver side front tire when I back in my driveway and if they could check it out as well. I dropped the vehicle off the night before my appointment, (Thurs. 8/17/23), with anticipation that the vehicle could be worked on all day on Friday, 8/18/23. After waiting all day on that Friday I called to check the status of my vehicle to see if it was done. I was transferred to a service persons voicemail where I left a message to call me back. I never received a call back. I tried several more times with the same result, no response on when or if my truck was ready. The truck was left with them overnight. On Saturday morning, 8/19 I called again several times with the same transfer to voicemails, where I left messages to get a call back on the status of my vehicle, no response. Sunday the shop is closed so I waited until Monday, 8/21/23 to call again. Same scenario, left voicemail, no response. I drove another vehicle to the shop on Monday around 11am. I asked a service person about the status of my vehicle. He said the person assigned to the work was on vacation. He said they had ordered a part for my exhaust system that they claimed was the source of the noise complaint. He said it should be ready by late Monday afternoon and he would call me to notify me. They did notify me that afternoon via voicemail as I was on the other line when they called. I tried calling them back 3 minutes later and again had to leave a message to notify them that I didn’t have a ride on Monday evening to get there before they closed and would pick the truck up on Tuesday morning, 8/22/23 at 7:30am. Upon arrival Tuesday morning I picked up my vehicle and explained that I was dissatisfied with the service and that I didn’t want to pay for the oil change ($97) because of poor service. The service person said if I didn’t pay he would “call the cops”. I eventually paid….

  Customer response

  08/28/2023

  My Vehicle Was “Repaired” using the wrong part.  Need Proper part installed.  

  

  Business response

  08/31/2023

  Additional parts have been ordered to repair the vehicle. Communication has been made since this complaint has been initiatated. A plan for resoltion has been made with the service manager.  Robert S****  Executive Manager 

  Customer response

  08/31/2023

  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

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I purchased a car here May 2022 and have had nothing but problems that are being passed off. When I got the car I had to put antifreeze in it every other day and they told me yeah thats fine, I'm not stupid and know its not. they finally replaced the over flow which was leaking. Along with other complaints which some were fixed, two were passed off. I complained about the car lagging when you step on the gas not all the time so when they had it they said it didn't happen so it's ok and the other was the air/heater fan was not working right. Now 6 months later the fan motor is gone and they say I never complained about it but I did by telling them that every once in a while 5 and 6 had no difference from the rest and once again because it didn't happen with them it was fine. I have called a number of times and left a message for the head manager with no call back, talked to the manager of service and no call back. Also they park the cars so close together after the garage I had 2 new scratches they were supposed to look into with no call back after 6 months. When I was there another couple were having problems with a recent purchase and a gentleman who had to keep bringing his truck in for the same problem. We all had the same thought that they dont fix what is wrong to run out the warranty so they dont have to spend the money.

  

  Business response

  11/28/2022

  To whom it may concern, 

   

  I cannot locate any sales records for the above named customer, either by name or phone number, or email address. If the above named customer isnt the owner ( named in the sales agreement or on the registation/ Title application) then due to privacy reasons we cannot respond to any complaints. We need to validate this prior to moving forward. 

   

  Thanks for your help,  

   

  Robert A S**** *** 

  Executive Manager

  Customer response

  12/05/2022

  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.n I have put in a complaint and you guys marked it as solved and it wasn't. Like I said the car was purchased in my mother's name *** ****** but it is my car and if they read where it was brought in for work it was in my name. It was because I needed a new blower motor and they didn't want to fix it so I had it fixed and have pictures of what things looked like. They have many complaints of how they do bad work or blow people off, why is nothing being done about this. They are the rudest people call you a liar because their people don't right everything down so there's no proof. Would like my money back that I paid to have it fixed.  Regards,  **** *****

  

  Business response

  12/05/2022

  To whom it may concern, Nothing has changed since my first response. I have nothing in my purchase records that link the complainant to purchase, using her name , phone , or email. I cannot go further with this due to privacy and compliance rules. I asked the this case be closed as it originally was.  Thanks Robert A. S**** ***

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2006 Chevy Express 3500 to get my cluster looked at because I had it bought and installed by Bob Johnson Chevrolet and it was under warranty and stopped working. I also asked to have a seat belt installed, which was done. The cluster they said couldn't be fixed permanently because it needed a harness, which they said they could not order the part because it's discontinued. So we dropped off the van on 8/17, didn't get it back until 8/19. The van started up with no problem before it was dropped off on 8/17. We went to pick the van up on 8/19 and the van wouldn't start. So the service advisor Mychael said it sounds like it ran out of gas and insisted we go buy a gas can and go get gas. So we did that after knowing they had gas at the dealership. After trying to refill the gas, the van still didn't start. So they took the van back into the shop, then they say it needed a fuel pump which would cost us 1,057 dollars. There was never an issue with the car starting until Bob Johnson had the vehicle. As of 8/22 they still have the van and are refusing to take responsibility and are refusing to fix the problem free of charge, when they caused the issue with the van not starting. The shop is not following up with us after we talked to the assistant manager in person named Clay on 8/20 and he said the manager Jamal is working on it. We called 8/22 and Mychael the advisor acted like he had no clue what was going on and didn't know anything about the van, so the van sat all day on 8/22 without even being looked at. We want Bob Johnson to fix this van because I need this for my roofing business and don't want to pay a dime, since they know what they did and only want to take my money. Please have someone follow up with me and my van is still at Bob Johnson currently.

  

  Business response

  08/23/2022

  To whom it may concern,The vehicle was brought in for repairs as the customer stated. The nature of the repairs it was brought in for was the instrument cluster, more specifically a instrument cluster problem which needs a new connector, which is a discontinued part. Security footage shows us driving the vehicle outside of the shop and parking it. The Customer arrives to pick the vehicle and it will not start. After a little back and forth of what it could be the shop takes a look at it and determines that the fuel pump has suffered an electrical failure. Meaning it has power to the pump , its just not running. This fuel pump is inside of the fuel tank under the car- nothing related to the repairs. This vehicle is 2006 , with over 200,000 miles and a repair history that eclipses many repair facilities. It is our position this isn't something we caused, and we will not absorb total financial responsibility for. In the spirit of customer assistance I would be willing to help however the customer needs to accept accountability and understand that there will be contributions from them as well. Thanks , Robert S**** Executive Manager 

  Customer response

  08/24/2022

  I don't agree with Bob Johnsons response and don't trust them or anything they say.  My van has been fixed since I purchased it by the same mechanic *** *******.  I spoke to *** after we tried picking up the vehicle on 8/19 and it wouldn't start and he said the car has been starting up good, which it has been, until Bob Johnson had the van.  *** said it sounds like they screwed up the wiring, which is why it won't start, it's not a fuel pump issue because it would start right up still if the fuel pump needed to be replaced by knocking on the fuel pump and trying to start it which we tried doing on 8/20 and it wouldn't start.  *** said it has to do with the wiring then if it didn't work.  Bob Johnson is responsible 100% for this and they know what they're doing.  I've already contacted a lawyer regarding this and am waiting on a call back.  Also I  will be filing a discrimination suit too because how are you going to make a customer who has spent over a 1,000 for repairs at the shop be told to go buy a gas can and get gas because the service advisor Mychael said they have no gas at Bob Johnson and come to find out on 8/20 when we came, we witnessed an employee filling up a car with gas in the back of the shop where my van was parked.  I'm Hispanic and after speaking to other sources this is discrimination because why would you have me go get gas, while everyone else is getting gas filled up there?  Come to find out the van wasn't even out of gas, which the service advisor Mychael thought it was the reason the van wouldn't start, which that wasn't the case either.  I will be also contacting the news station also to notify them of how this business is being run and Bob Johnson should check out some recent reviews from about a week ago from another customer who was having similar problems as I with the service center.  They need to take care of this matter, or else a case will be filed against them including them refusing to fix my van and a discrimination suit. Also, I have lost about 10,000 dollars from a job i could not complete because of not having my van, which my lawyer is aware of.

  

  Business response

  08/31/2022

  To whom it may concern; Please close the case out as the business made a reasonable offer and the customer declined.  Thanks Robert S****

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Chevy Cruz around 2 years ago and have had problems with it since I got it. I bought the car in November of 2020. By July of 2021 the engine blew and left me stranded at a zoo. Since then the car has not performed correctly. About 3 months ago the car started having transmission problems and now the car shakes violently and will sometimes not start/shut off. The car doesn't even have 40,000 miles on it. No dealership will even allow me to trade the car in for fair market value due to the issues that the car has an the fact that the engine has been rebuilt. I have brought this to the attention of service department, I have brought this to the attention of the sales department and no one wants to remedy this. The only solution I was given because now its outside of "Lemon Laws" is to trade the car in for FAR below market value (I am a car salesman myself I know what market value is) trade in and BUY a different vehicle from them. I hardly think that the resolution for poor customer service is to buy another vehicle and give them more business.

  

  Business response

  08/23/2022

  To Whom it may concern;I have reviewed the complaint by the customer and found the following. The customer was here in our store a year and some repairs were made to the engine. The customer does have an upcoming appointment for a transmission concern as stated. My assessment of the VIN in our trade appraisal software is that a low trade in value is because of an accident that is showing up on the ****** which happened during current vehicle ownership. The ****** report doesn't even detail the engine repair. So in my my subject matter expert opinion this is more of a feelings based complaint than a factual complaint. I cannot offer a repurchase or relinquished of payments. I would offer the customer an additional $1000.00 off of their best negotiated deal in my showroom at 1271 Ridge Road. Thanks,Robert S**** Executive Manager

  Customer response

  08/23/2022

  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. I was told when I brought the vehicle back in that they would not accept the vehicle on trade, not due to the surface damage by a fender bender (which was appraised by my insurance agent, at ******* **** per my insurance request. It is only minor cosmetic damage and has nothing to do with the drive terrain of the vehicle, literally a surface scrape which they wouldnt even know because they HAVE NEVER SEEN OR LOOKED AT IT.). So this response by the business is an outright lie. I was never even offered, and was told by the sales rep that sold me the car Robbie S****, they would not be able to give me much if anything because I serviced my vehicle through them and they "know exactly what is wrong with it and what work has been done which makes the car worthless." I have contacted Chevrolet corporate and filed a formal complaint through them. After doing so and after Cheverolet corporate had to call back multiple times to speak about the matter and come to a resolution, the same salesperson called me back, and said this must mean I am "in the market to buy a car." After the complaints and issues they have the audacity to take advantage of the fact I do not have a properly working car as a chance to sell me another? I will continue to have my complaint resolved through Chevrolet because they are the only ones seeming to take this matter seriously. There is absolutely no reason at 40,000 miles the vehicle should be dying on the side of the road. Plain and simple. Along with being told that the only way to resolve the issue is to continue to give them my business. At this point I feel like I should be contacting a lawyer. Regards, ***** ******

  

  Business response

  08/24/2022

  To whom it may concern , Review of the customer compliant indicated that they have reached out to Chevrolet corporate for assistance. At this juncture I would ask that the BBB close this case as business attempted to help the customer but she declined the offer. With the customer reaching out to multiple outlets with varying degrees of assistance and authority , Chevrolet carries the most weight and will no doubt provide the best course of resolution for her.  Thanks for your assistance, Robert S****Executive Manager 

• Initial Complaint

  08/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2013 Chevy Malibu in May 2021. As of September or October of 2021, salesperson Mike B**** has said that he will provide me with the owner's manual for the vehicle. It was not in the car when they sold it to, but he said that he will get one asap. As of today, August 5, 2022, he has not provided the manual and has not returned my phone calls.

  

  Business response

  08/23/2022

  To whom it may concern, The salesman did in fact to forget to follow up. The owners manual has been ordered and will be here in 7-10 days.   Thanks,  Rob 

  

  Business response

  08/23/2022

  To whom it may concern, The salesman did in fact to forget to follow up. The owners manual has been ordered and will be here in 7-10 days.   Thanks,  Rob 

• Initial Complaint

  07/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my 2021 ***** to this dealership 6x for a noise in sunroof . Each time I am told “ sound not reproduced” and car is returned to me . Approximately 6 weeks ago I took technician for a ride and he heard the noise . The service manager (Clayton) assured me he would personally take care of the issue . He guaranteed that he would have a GM engineer on site when I brought car back in . 7/1/22 I brought car in . I left note on dashboard to assure to have Clayton be involved . I left specific instructions on how the car must be wet ( take through car wash or recent rain) then drive 45 mph . I went to pick vehicle up 7/8 /22 ( they had my car for 1 week )— “ no noise reproduced” I took it to carwash and drove it — noise is obvious I took it back Demanded to speak with service manager - Clayton — he said “ I will personally take this on and bring in a GM engineer “ I said “ that is exactly what you told me last time !!” I can not keep bringing car in , borrowing a friends car or getting a rental car . They are not addressing the issue and fixing it . This is not a recall item . Poor communication and poor service . I want this dealership to make it right . It is a $62,000 vehicle . I contacted Chevy corporate . They said I need to work with the local dealership . Thank you for your time and assistance. Sincerely, *** ******** 

  

  Business response

  08/10/2022

  To whom it mat concern; 

   

  It is my understanding that is a normal characteristic of the vehicle. Water in a vehicle is designed to flow through a vehicle when there is a sunroof. Water exits the vehicle through drains an may exhibit noise upon doing so. The customer has reached out for assistance through BBB, Chevrolet, and direct contact to the store. Currently he has been working with our Fixed Operations specialists Clayton who is able to bridge info to the three aforementioned sources for resolution. This is the preferred repair process that will help resolve the concern or properly explain the situation. At this juncture I am requesting we close this BBB case as we are working directly with and through General Motors to assist the customer.

   

  Thank you, 

   

  Robert Scott 

*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. ↩