ComplaintsforH&K Chevrolet of Archbold

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To recap, we have encountered the following problems: • Cracked rims and tire replacement costing $3,400 • Struts and shocks replacement costing $4,500, with the service light persistently reactivating. • A chip from the front window, which remains unresolved • A loud ticking noise from the engine, possibly indicating a lifter or camshaft issue o Recurrent service engine light coming on stating to service suspension system although we have already had the front struts and back shocks replaced indicating an even bigger suspension system • Rust on the vehicle’s rear, suggesting premature wear and devaluing the vehicle • An intermittently malfunctioning radio function screen • Center console latch had to be replaced, because the console would not open. • AC not working We trusted the dealership, believing they would not knowingly sell us a vehicle with these issues. However, it seems impossible that they were unaware of these problems prior to the sale. As a result, we do not feel safe driving our new to us vehicle and are deeply disappointed with the situation and feel like we are a victim of deception and unfair practices. Given that we purchased the vehicle out of state and trusted the dealership when they stated the vehicle was in great condition, we feel that the dealership failed to disclose information about the vehicle’s history, which we consider fraudulent and illegal. We were led to believe that the vehicle was in pristine condition and the dealer knew their representation was false or was ignorant of its truth in order to induce us to act upon buying the vehicle. We acted on reliance on the representation that the seller had given us, which turned out to be false.

  Business response

  07/18/2024

  Thanks for this info ********, and I apologize for the first request for info from you was missed. Long story short, as you can see the customers have had some issues with their vehicle since taking delivery. There is no debating that, and I certainly am not pleased with that anymore then they are. However, we have compensated them $2000 for repairs they have had to make, we have worked with their extended warranty company to get them to repair items that they (the warranty company) are responsible for. We have also offered them an additional $5000 as a goodwill gesture to help them with any thing they feel they need. We aren't in the business of selling vehicles with known problems, or in the business of misleading customers about vehicles. We would not been in business for over 60+ years if that was our common practice. That being said, however issues due arise and we do our best to address them as fairly as possible for everyone involved. I feel that the monies that we have already gave to the customer, and in addition to the $5000 we still are offering the customer that this is a fair and reasonable resolution on a pre owned vehicle purchased (AS-IS) from our store. I can understand the frustration coming from the customer, however the frustration is starting to mount on our side as well, as the customers keep insisting that were a "victim" of us, and we are doing things unlawful. Nothing could be further from the truth. - RW

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: We are going through the Ohio Attorney General's office and if the dealership agrees to reimburse us for our expenses that we have paid and the costs that are about to occur from it being in the shop right now then we will sign their release of agreement form. Misrepresentation or false advertising, where a dealer hides information about a vehicle's defects is called dealership fraud, contrary to what **** states. We have had way too many issues with the vehicle for this not to be considered dealership fraud. We have tried to contact **** numerous times with no direct response from him. He has ignored the fact that we have wanted to discuss our issues with him and not ***** numerous times. ***** is nice, but we were beyond what he could help us with. **** has only replied to this BBB complaint and the Ohio Attorney General's office- not the costumer that has had the issues, so unfortunately it has come to this. Communication with a costumer that has reached out numerous times for a resolution would have been in ****'s best interest before it got to this point, but here we are.

  Please let me know how you would like to proceed further.

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

  Business response

  07/23/2024

  Our GM from the Archbold location (*****) has been in contact with the customer throughout this whole situation. We have made a good faith gesture to the customer to try to make the best of this situation. And continue to communicate with them, as long as all parties remain fair, respectful and reasonable. 

*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. ↩