ComplaintsforJack McNerney Chevrolet, Inc.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/3/2023 I purchased a 2020 ********* ****. I paid $65,249.60 total. The mileage was 23,609 when I purchased the truck. They have tried twice to fix the problem, but at no avail they haven't fixed the problem. They told me that my truck would be top priority, today is 8/22/2023 and still no word of what they plan on doing to fix the problem. The problem is in the transmission (my opinion) when it downshifts. ******* ****** tech support was brought in to help diagnose the problem. The last I heard anything, is when I contacted them 7/5/2023 and Mark McNerney said that there hand's are tied until they get the results from the sound check is completed from **. They were going to call me when they found out from **. No call yet after 2 months. I have no copies of work orders, last I was told the work orders will be left open. It has been far too long for the repair, if they can't fix the truck (that was supposed to be certified) I would like my money back.

  Business response

  09/08/2023

  Please see attached.  Michael McNerney can be contacted at ************ or **************************************. Thank youMr. ******* brought his vehicle to our service department for repair on 5/15/2023. His complaint was regarding a "clunking" noise when traveling on a downhill incline. The technician assigned to work on the vehicle was able to verify a noise did exist under certain conditions when using lower 3 gear to engine brake downhill as opposed to using the braking pedal.  Repair order # *****, which includes the technician's notes documenting the repair process, is attached for your review. Being unable to find an immediate and obvious cause the technician contacted ******* ******* technical assistance center and was assigned case # *************  The communications regarding the case are attached for your review. Extensive diagnostic procedures were done to attempt a diagnosis following the advice of the ** TAC center. Eventually a ** field service engineer was dispatched to attempt to make a diagnosis.  As you will see in the TAC case closing notes it was the conclusion of the engineer that the noise is a result of abnormally operating the vehicle by attempting to engine brake on a downhill slope by reducing gear as opposed to leaving the vehicle in "Drive" and using the braking pedal.  Mr. ******** is still afforded warranties under the ** powertrain factory warranty until 1/17/2026 or 100,100 miles, the ** Certified Pre-owned which is 12 months/12000 miles from date of purchase in addition to his extended warranty good until 3/2/30 or 100,000 miles.  ******* ****** is the determining entity when warranting a repair and the dealership is not compensated for repairs without their authorization. We hope you can appreciate that a substantial amount of time and effort has been made by the dealership, and without compensation, to attempt a satisfactory resolution.  We sincerely apologize for the fact that this answer does not appear satisfactory to Mr. *******. We have made every effort and attempt within our capacity to assist the customer. Thank you for your time and attention. Should you require any further information or documentation please do not hesitate to contact me. Sincerely,  Michael McNerney President 

  Customer response

  09/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   September 13, 2023 I am responding to your letter, in response from Jack McNerney Chevrolet (Michael McNerney) dated 9/8/2023. I do NOT use the manual shift everytime I go down hill under normal conditions I am in drive the majority of the time. However I do use it when I have a load on or if I am hauling my trailers with a load, to help with the control of the vehicle and to help with the braking. Under normal conditions, I am in “D”driving mode. and the clunk is prevalent. It took me a few weeks after I purchased the vehicle, to make sure that I had a problem. During that time when I drove the truck, I wouid try different things to see if it would make the clunk noise. When I put it in “M” manual 3rd gear, is when I heard the clunk noise. That is when I contacted McNerneys with the problem. When I first heard the clunk noise, I was in “D” mode. I didn't cause any of this. Even when the vehicle is in manual mode it should not be doing the clunk noise. There shouldn't be any metals in the oil espeacially in a newer vehicle. That is usually a sign of a problem. This Is my personal vehicle. Not for business. I use it for my personal use. Bottom line is, I don't know how they would know how I drive. I never told them that how I drive, so that is a false statement and is insulting. I have driven numerous vehicles of all sizes for over 50 years, and have never had this problem. The noise is more frequent in normal driving “D” mode when it is going down hill. I would like them to fix the problem that I didn't cause, or give me my money back. And quit putting the blame on me for causing the problem. Respecfully Yours, **** ** *******

  Business response

  09/22/2023

  This letter is in regards to Mr. ******** response of 9/13/2023.  We understand that Mr. ******* claims the "clunk" noise is prevalent even when he is driving in normal drive mode. However, neither our technician nor the ******* ****** Field Service Engineer were able to recreate the noise while driving in normal drive mode. During a test drive with the technician Mr. ******* expressed to the technician that he could consistently duplicate the noise in manual 3rd gear.  In regards to the metals in the oil, this was due to metal in the transfer case which was replaced under warranty and at no charge to the customer. This issue is unrelated to the transmission complaint and the repair is complete.  We understand Mr. ******* has a wide variety of experience with vehicles of all sizes and yet has not experienced this particular concern. However, it is a fact that each vehicle produced will function with its own attitudes based on a variety of contributing factors. These anomalies do not necessarily indicate a malfunction.  Out of our great desire and commitment to retain Mr. ******* as a customer and to see him satisfied Jack McNerney Chevrolet has come to an agreement with ******* ****** to deviate from the normal policy and procedures in this instance.  ** has given us permission to bring the vehicle back and perform a more extensive diagnostic procedure involving a complete tear down of the transmission to determine if there is in fact some root cause for the clunking noise that the customer claims to be experiencing.  Our service manager, Michael P****** and myself, as president of the dealership, reached out via phone to Mr. ******* on 9/21/23 at 4:15 p.m. to discuss bringing the vehicle back to the dealership. There was no answer and a voice mail was left. A second attempt to contact the customer was made again this morning.  If Mr. ******* is in agreement we would like to schedule to have the vehicle returned to our service department so we can satisfy his claim.  Sincerely,  Michael McNerney President  

  Customer response

  10/03/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am responding to your letter, in response from Jack McNerney Chevrolet (Mike McNerney) dated 9/22/2023 On 9/23/2023 after some phone tags, I was able to talk with Mike P****** about the truck. He did say that ** has given them permission to bring my truck back in, and take the transmission apart to diagnose the problem. Mike also said that they will either replace the parts that are bad, or replace the transmission. In either event they are going to keep the truck, until it is fixed and I am satified. I also spoke to Mike about the agreement between Mark McNerney and myself about replacing the tires that are currantly on the truck. Mike told me that it will be taken care of as well while the truck is here. Mike thought that he should be able to get the truck in, about 2 weeks from the date we talked. And it could take 2-3 weeks to fix everything and check it out. He would provide me with a loner vehicle. I am glad that the problem will be fixed. When you pay this amount of money for a certified vehicle, you don't anticipate any problems right out of the gate. Respecfully Yours,  **** ** ******* 

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