Complaints

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The turbo has been replaced on my 2017 ***** **** twice. Garber replaced it under warranty with *****. Now they are saying the engine needs to be replaced with similar issues. They are also saying it needs to be done due to to my lack of consistent oil changes and therefore will not help with it. I have paperwork to show that I have had regular oil changes. Below is a link of their evaluation ********************************************************************** In addition there is a recall that has not been done that I have been told by another mechanic that the recall not being done could be the reason for the engine problem. I have attached copies of the work I have had done to the car as well as a copy of the recall that was not done on my car. There are similar complaints on consumer reports ************************************************************************************************************************************************************************************************************************ ************************************************************************************************************************************************************************************************************************ ******************************************************************************************************************************************************************************************************************************************* ***************************************************************************************************************************************************************************************************************************** I have been told by one person that I should get an analysis of the oil done.

  Business response

  12/10/2024

  I have personally talked to our ***** service manager as well as the AHM (*****) manufacture representative. As it is with all vehicles out of manufacture warranty, we have to follow their step-by-step process and provide the information. Garber cannot override the manufacture decision. Here is what the AHM representative has sent me in an e-mail AHM will reluctantly decline the opportunity to provide any partial Goodwill assistance. It is obvious the damage to the engine was caused by customer misuse through routine maintenance neglect. The engine has sludge throughout the lubricated parts and signs it has suffered from oil starvation. Routine maintenance visits to any of our certified repair facilities would have prevented this from occurring.Respectfully,Kevin I. P*****Garber Automotive

  Customer response

  12/10/2024

  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.
  Garber claims that the issue is due to my lack of regular maintenance but I provided proof of oil changes.  I have provided them with as much detailed proof as possible as I couldn't obtain detailed reports receipts than 14 months back from ***** ****** However the other receipts show that oil changes were completed by then and the date and mileage they were completed. Just because I did not get the oil changed at ***** does not mean the required maintenance wasn't done.

  I had my car at Garber for an oil change and recommended transmission flush a month before this problem.  I am being told that the recall or bulletin that was not done on the vehicle would have contributed to the issues with the destroyed head gasket and cam lobes. This bulletin was not completed despite the vehicle being in Garber multiple times since it was posted in April 29, 2022.The car has has gone through three turbos in less than 69,000 miles. This shows that there is a continued issue with the engine that are obviously not my fault. I understand that ***** is pushing back on Garber but Garber can still make a decision to be a good company and take care of their customer. Or they could push back on ***** to do the right thing and take care of the customer. 

  Regards,
  
  ***** *******
  
  
  
  

  
  

  Business response

  12/12/2024

  I understand they are not happy with AHM, *****'s decision, but Garber has no ability to make ***** pay for something that they deem it not eligible. We are happy to do the repair and have advocated on the customers behalf. Please let us know how we can help

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to be serviced at Garber Honda to get service. I was given a loaner that I hit a pot hole tire got a hole in it I took vehicle back got another loaner. Dealer called me today and said car was ready for pick up but would not release my vehicle until the 600.00 to get the tire replaced was paid. That I would get charged daily for loaner and they will hold my car until the replacement of the tire is paid.

  Business response

  04/25/2024

  The rental agreement that was signed by Ms. ***** clearly states that while she is driving and in possession of our courtesy vehicle, she or her insurance will cover the vehicle in the event of an accident or damage to the vehicle. Potholes and accidents happen, and we did put her in a second vehicle in good faith, but we need to repair this tire that was damaged while she was driving. This should be an insurance claim unless she chooses to not report it to her carrier. The reason for the high price is both the tire and rim are damaged. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They lied on prce of vehicle. Price on their ******** listing is 45500. But when i inquired to dealerships was told price was 49900. Inquired why a difference at dealership vs thier web posting and told prices for a 2022 q5 were never below 49k.

  Business response

  11/01/2023

  My sincere apology, I am not sure what happened. I spoke to my general sales manager Pete & he is calling the customer this morning. We will get this taken care of. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2017 **** ****** sold to me by ****** ***** on Wednesday, 5/31/23. The sales price was $17,722.72. According to ****** **** ***** the car is valued at a range of $8,951-$12,008. In addition to this fact, ****** ***** sold this car to me with an open recall (front flexible hose) that was on public record as of March 2023. Since purchasing the car, I've had to buy a new battery (the battery that came with the car was severely corroded). I've had to have my car jumped at least 8 times during an 11-day period due to it not starting. I've gone through two bottles of coolant because the car overheats. Adjusting the internal heat of the car didn't help. So I've towed it back to ****** to take the car back, fix what needs to be fixed and adjust the price, or give me a better car.

  Business response

  07/14/2023

  We are trying to get in communication with the customer. Our pre-owned manger left a message and we are playing phone tag. Please have her call **** ******* at ************ ext. **** 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/8/23 I entered into a transaction with Garber Honda to purchase a Chevrolet Sonic 2012. This decision resulted in significant difficulties and financial strain. Shortly after purchase, I discovered that the car's heating and cooling system was broken, an issue not disclosed to me during the sales process. I immediately took the vehicle to their service center for repairs, but the problem persisted even after their purported fix. I contacted the dealership again to schedule another service appointment. They informed me that the heating and cooling issue was a major problem that needed to be addressed by a Chevrolet dealer, which would require the car to be kept for two days (verbal phone call). I just recently experienced a catastrophic failure with the car's transmission. The issue, which initially presented as a subtle change in engine performance, rapidly worsened since the time of purchase, rendering the vehicle unreliable and unsafe to drive. I was given an estimate for the replacement of the transmission, which would cost approximately $6k. Given the escalating nature of the problem, I believe it existed prior to my purchase, indicating either a deliberate attempt to conceal or a severe lack of due diligence on the dealership's part. I invested a substantial portion of my savings in purchasing this vehicle, with the expectation of reliable transportation. As a participant in an ********* internship this summer, I relied on the vehicle to travel from New York to Mississippi for my assignment. With the car now inoperable and the lack of reliable transportation in a rural town thousands of miles away from home, I face challenges in meeting my basic needs. Resolution Sought: 1. Full Refund: I demand a complete refund of my transaction, considering the multiple undisclosed and pre-existing issues that have compromised the vehicle's safety, functionality, and value. 2. Cost of Service at Chevrolet Dealership: $150.18

  Business response

  06/16/2023

  We have acknowledged her complaints and wish to have a conversation. All of our attempts have failed. Please have her call Sean C****** so we can work towards some form of resolution ************

  Customer response

  06/27/2023

  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.
  I request an official (documented) offer of the service warranty, including all terms and conditions. I would like to know who will be following up with me about this case, and when they will get back to me. I was not informed that Sean, who I have been talking to, would be going on vacation and I was not given any alternate contacts.

  The car is still driving but it is shaking and clearly unsafe to drive. Common knowledge says that driving with a bad transmission is unsafe, and I need to have it addressed ASAP. Overall, I need 1. who I can reliably contact and follow-up with at Garber, 2. the concrete timeline for addressing this issue, and 3. written notice and documentation any/all offers. The service warranty option puts me in a difficult position of waiting for the transmission to fail while I am operating the vehicle, which is highly unsafe. 
  Regards,
  ****** *****

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2022 when the problem started and taken to the dealer in November for the first time our vehicle a 2020 ***** ***** ***** has been to the dealership 4 times to be repaired for an infotainment issue. In Nov. the dealer explained that the wiring harness needed to be repaired. It was taken in and "repaired", then the issue started again, taken to the dealer. The dealer explained that the system was never reset at the time of the wiring harness repair. During September and October my wife took 11 videos of the issue, the system either does not work screen will be blank, will only show partial information, loud crackling noise through the speakers. It never got any better and in fact only worse happening more frequently. Then on Dec 2nd was when it was taken to the dealer again, for a floor harness replacement. The part on back order took until January 18th, 2023 to arrive we picked up the vehicle on the 20th. The issue started, and it was, a phone into the USB cord the info screen immediately went blank for a few seconds then the system restarted, it then tried to play the audio from the phone, it did not play any audio, and then it wanted to switch to the radio but couldn't. phone unplugged The radio would not come back on, the screen said device connected, no device connected, then it said audio turned off, then it said audio on, no audio could be heard at all, no matter what button option was pressed. Called the dealer and headed back When turning around we stopped and turned off the vehicle, turned back on and the radio began to work . Then today the 24th the dealer contacted and said they are going to replace the amplifier. at my wife's request the only work order we have been given of what has been done to our vehicle, and it is now billing our extended warranty and told not worry about that, it's ok. the car is not 3 years old until June of 2023 each receipt for the loaner is incompletely filled out no dates, we have them as record. .

  Business response

  01/25/2023

  Mr. ******, I am very sorry your vehicle has been in repeatedly for this wiring harness issue. Unfortunately, there has been many customers, like you that have been involved with this ongoing issue. 
  I would like to speak to you if you could call me on my direct dial number of ###-###-####
  
  Kevin I. P*****
  General Manager/Managing Partner
  Garber Automotive

  Customer response

  02/24/2023

  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. BBB spoke to the customer and the following was relayed:We currently have a vehicle that is not safe to drive and would like to know what steps the business has taken and is currently taking to assist us with ***** USA. We understand they are in the middle but we have been without a vehicle for a long time and would appreciate any help available at resolving this. Regards, ***** ******

  Business response

  02/28/2023

  I am very sorry this is taking a while. We have been in communication with ***** & there is nothing we can do to speed this process up. I have tried many times to reach out to you with no success. As I have shared in the past my direct dial number is ###-###-#### Kevin I. P*****Managing PartnerGarber Automotive Rochester, NY

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased ***** ****** June 2021. I went to the dealership 3 times (9/2021, 6/2022 and 1/6/2023 complaining about a squeaking noise when backing up on a cold, rain and damp day and they say it’s normal. I had a 2014 ***** and never had this problem. It’s embarrassing. People stop and stare at you in parking lots. I read the only way to solve it is change the brake pads and that’s what I’m requested from the ***** Headquarters ticket #********, and they cannot cover it because Garber told them it was normal. So my complaint is with actually with Garber. I’m attaching the Garber service invoice and tried to attach the squeaking sound I have recorded, but it won’t let me attach the sound. I tried everything. I’m attaching the recent service from Garber and also a recording of the noise.

  Business response

  01/25/2023

  I am sorry you are having thus issue with the noise. I have more questions than answers, but I have spoken to our service manager Mike S****. Please call him at ###-###-#### etc. **** & he will personally set an appointment and get involved to resolve this situation ASAP. Respectfully,Kevin I. P***** General Manager Garber Automotive 

  Customer response

  02/01/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and the business made an appointment to recheck my vehicle on February 9, 2023. I will see if they can correct the problem at that time.  Regards, ***** *******

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  03/07/2022 looking over paper work and was charged 759.00 tire and wheel and 415.00 KEY total 1,174.00 first time in 68 years ever hear any one charging for tire and wheel and key then on the same paper has AFTERMARKET/ACCESSORIES 1174.00 is this something new

  Business response

  03/25/2022

  The tire and wheel is a protection should they they damage a wheel or a tire on a curb or pot hole. The key protection is another product sold in the event they lose a key fob. Both are products Sold & if the customer doesn't want them they cancel. Both the customer and the son were present and they agreed to both products. 

*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. ↩