ComplaintsforSpitzer Chevrolet Company

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Spitzer Chevrolet earlier this year for warranty work. I took it in because the radio was not working. They did an update on the radio. The radio cut out again the next day. I called them to let them know about the radio again as well as the front windows making noise. I had my truck ceramic coated that Saturday and brought the truck in the next week. I told the advisor to make sure they did not wash my truck because it would void my warranty. I picked up my truck around 6pm and my truck was outside. I walked out and noticed it was washed. Called the manager and told her my truck was washed. I took it to my detailer who ceramic coated it to look it over. He noticed multiple scratches in the ceramic coating. I let the manager know and she talked to the gm and that washing a vehicle after it was ceramic coated would not harm the warranty. I got a quote to fix the ceramic coating as well. We also noticed on the plastic trim on the outside that there was a greasy white substance on the plastic trim where they had put grease on the window track to quiet them down while we waited for new window regulators. I brought my truck in for the regulators. I told the advisor not to wash it again. I told them the radio still was not working. I came to pick up the truck again and noticed my tonneau cover was wet and the antenna was bent. I opened to door to find gouges in the plastic for radio. The dash plastic was loose as well as screwdriver gouge marks in the door panels. I called the next day only to get the run around. Next visit I open the door to find overspray all over the dash and plastics to fix the dash. They never touched the door panels and the plastics need replaced not painted over. I tried reaching out to the general manager and he seems to never be at this dealership. I have a detail bill to get my ceramic coating fixed as well as damaged plastics! 8,500 miles of destruction. ******* ****** has been zero help as well I just want my truck fixed! Ridiculous

  Business response

  05/18/2024

  **** has already spoken with our service manager regarding this issue. our car wash did not scratch his truck. we use this car wash everyday for all of our vehicles new and used. it does not scratch vehicles. the parts that he says were damaged on his truck were to be replaced. he just needs to set an appointment so service can order what is needed. 

  thanks

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in Dec 2023 we took a 2019 ***** box truck to Spitzer ***** for a full diagonstic of all issues with the truck. The truck had over 150,000 miles and we wanted to know what repairs were needed to keep the vehicle in service. I was told it needed a new engine. I asked if I replaced the engine would the truck need further repairs or would it run fingers crossed for a few years more. I was again told it just needed an engine. The engine was replaced for $12000 and some change. i went to pick up the truck and the check engine light was still on . I asked why was the light on. they didn't know and said they would have to run a diagonstic to figure it out. I replied that's what I paid for the 1st time was to find out what was wrong with truck and was told just an engine. spitzer ***** then ran a new diagonstic and said I needed a computer chip of something to do with fuel. It was $500 to fix issue. I was extremely upset and said check the truck what else is needed to make this in working condition. Spitzer service said it needed a computer chip and would be fine. I paid for the computer chip and again went to take the vehicle off the lot and the check engine light was still on! i went inside and said what in the world are you doing here. Spitzer said they would have to diagonstic it again, but they did not have the tool to run the check. Spitzer service said the tool was no longer able to be bought to test my truck. This is a 2019 truck, that makes absolutely no sense that a 4 year truck was not serviceable to test because the tools were no longer available. I suggested asking another one of the sister dealers to see if they had the tool to see what is wrong with my truck. Spitzer said they could not borrow the tool from another dealer and were trying to find the tool to diagonse my truck issue. Spitzer ended up borrowing the tool from another dealer and identified that my 2019 ***** box truck now has major issues with all the fuel injections. this should have been identifed to me the very 1st time i brought it in and told them i want to know EVERYTHING that is wrong with the truck. The truck ran when it was brought in. They should have checked the fuel system to begin with. Did my truck actually even need a new engine? I am waiting for the General manager and the Service manager to contact me and figure out how they plan to address this mess up. The box truck was only worth about $5000 when it was running properly. I have now spent $13000 on this truck and it is not a working truck. I could have easily put the $12,000 down on a new truck and i would not have a truck out of commission for the past 90 day! this is unacceptable. I want my vehicle in running condition, or I want my money back as I was incorrectly informed of the issues with this truck, and the handling of the repairs has been incompetent.

  Business response

  02/21/2024

  On 02/21/2024 Customer came in to discuss the current failure of the vehicle. There is no history here for the vehicle at the dealership, the first visit was at 01/19/2024 with 179,916 miles when the vehicle complaint was that the vehicle had a check engine light on. The tech found Dtc caused by low voltage and an abnormal fuel pressure reading . At that time the customers vehicle was tested and the readings were showing normal and the customer declined the battery. We replaced the chassis control module and retested. The vehicle returned on 01/31/2024 customer stated they were advised from another shop they needed an oil pump and wanted the vehicle checked. The tech found the camshaft was wiped out and the engine needed to be replaced. After the engine replacement the engine light remained on due to the oil pump, There was a miscommunication on whether the customer wanted to do that at the same time or if the concern was the engine issues only. The customer did return and had the oil pump control module done at discounted rates due to the miscommunication. The vehicle returned at 181,872 miles and has injector failure. This is not an issue we could have foreseen with the vehicle as the codes were for the fuel system before as well as for low voltage, we explained to the customer these are not related to the engine replacement and these components are not included in that replacement. While we understand their frustration as they replaced a transmission at another facility before the engine and have had other issues before we were able to see the vehicle, there is no way to predict what will come up with the vehicle in the future. Due to the mileage of the vehicle there will be components that are going to fail, we cannot guarantee there will be no other issues and have not had a relationship with the vehicle or the customer to build a pattern in order to recommend the next steps for the vehicle.

   

  
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Saturday, February 10, 2024 we traveled to Spitzer Chevrolet Company located at **** ****** ****** North Canton OH 44720 (Phone 330-********). We saw an advertisement on ******** for a **** ****** ***** ****** advertised for the price of $37,079.00. We walked into the dealership and was introduced to a salesman named Kenny *****, We informed Kenny that we came to look at and possibly purchase the above said vehicle for the above said price, It was at this time we were told by the manager the prices of vehicles change every day and that was not the current price of the vehicle was over $38K. An individual named Christine had advertised the vehicle on ********. We showed them (manager & salesman) the advertisement and asked who Christine was. Christine is an employee of the dealership. We indicated since Christine is an employee of the dealership that the price advertised should be honored or we will leave. A bait and switch scheme is not something we were interested in. We stated this to the manager and salesman as well. The dealership agreed to the price of $37, 079.00. This was the first red flag. Keep in mind, we drove almost 2 hours from Pennsylvania to see and test drive this vehicle with intention of buying the vehicle if everything checked out (test drive, car fax, visual inspection etc). Long story short, on the Buyer's agreement we were charged for a VIN Etching Warranty in the amount of $519.00. There is no VIN Etching on the vehicle nor any stickers on the windows which are needed to be eligible for the warranty. I have a copy of the warranty with said provisions. I have been in contact via email with the salesman on several occasions through out the week with a promise that the $519.00 would be removed from the loan contract. I verified with ******* *** Auto Finance as of Friday, 2/16/2024 that the $519.00 charge is still on the loan. I was promised a letter via email from Mr. ***** that the $519.00 was to be removed from the loan. I have all email correspondence. I refuse to pay $519.00 plus 5.52 % financing on a product that I didn't receive. I am asking for your assistance in obtaining this refund for services that were never rendered. Better yet this complaint can fall under failure to perform services or to deliver goods. I have no interest at this point to have the service provided. Vin Etching is not recognized in PA and no discount is given by Insurance Carriers so in essence there is no value in this product for me as a consumer.

  Business response

  02/20/2024

  BBB,

   

   THE REFUND IS ALREADY IN PROCESS. SORRY FOR THE INCONVENIENCE THIS HAS CAUSED. THE REFUND TAKES 2-4 WEEKS AND THE CHECK WILL BE SENT TO ***** *****. 

  THANKS

  CHRIS

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased 2023 ***** ******** from Spitzer Auto of North Canton, Ohio on 1/3/24 recorded as deal#******. I was told “I received all I was entitled to” when presenting two reward “offers”. With a ***** ******* as trade in and ****** Credit Card Points value of $2010 the net sale price was $45991.18. The ** Valued Customer “offer” of $1250 was not honored by the dealership. A follow-up call to ** on 1/4/24 resulted in instructions to return to the dealer for adjustment as indeed I was eligible for both reward offers with a total value of $3260. The paperwork was redone reflecting same date of 1/3/24 as well as deal# to reflect a net sale price of $44727.18 The adjustment reflects the $1250 plus the adjustment of $14 because they charged me for a temporary tag when in reality they transferred the plates from my trade in to the new vehicle. I WAS OVERCHARGED $1264……on 1/4/24 salesman Kent ***** informed me that he would submit a refund claim to corporate headquarters and expect a refund check in 7-10 days. After 14 days I checked with Ohio Bureau of motor vehicles as I had yet to receive the registration and title. Their records indicated no activity on my account at that time. I initiated conservations with ** Chevy dealer corporate complaint associates as well as conservations with salesman Kent *****. On 2/3/24 I checked with BVM and verified no registration was in place. Additionally I was told the dealer —by law— has 30 days to transfer plates. The agent also informed me that now without registration and title I could very likely get the auto towed and possibly accused of auto theft. I returned to the dealership and spoke with a supervisor (John ********) He assured me on Monday 2/5/24 he would resolve all issues with corporate and call me. He lied—- no call. It’s been 41 days…..can’t drive my vehicle as I don’t have the proper registration, no title, as well as no refund for the overcharge. WARN EVERYBODY TO AVOID DEALER!

  Business response

  02/14/2024

  EVERYTHING THE CUSTOMER NEEDED HAS BEEN HAND DELIVERED TO HIM 2/14/2024. THE ONLY HOLD UP WAS MAKING SURE HIS REFUND WAS CORRECT. IT HAS ALL BEEN RESOLVED.

  THANKS

• Initial Complaint

  09/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We bought a new 2023 Suburban 4/15/23 *** the finance guy said we could have a 5.05% interest rate if we buy the warranty if not it was 7.05%. We bought the warranty. The following business day Monday we canceled the warranty. Since then its been lies and stories. First *** said he has to wait for the rebates to be paid to get a refund issued. I called *** two months later *** said rebate was paid and check was being issued to bank now. Two more months *** won't return my calls and ***** **** the Gm tells me the rebate was paid but he needed better proof like a current ID and code from ***** incase he gets audited. We got those to ***** within the week. Three weeks later after me calling 5 times to get someone to pick up ***** says ***** now didn't pay the rebate. First time hearing that so I asked for a contact at ***** and got nothing and they said no refund for the warranty until I pay the 500.

  Business response

  09/11/2023

  MR. ***** IS MISTAKEN. HE AND HIS WIFE PURCHASED A CAR AND WERE TO PROVIDE US WITH THE CORRECT INFORMATION FOR THE EDUCATOR REBATE WORTH $500 DOLLARS. THEY KNEW FROM THE DAY THE PURCHASED THEIR CAR EXACTLY WHAT WAS NEEDED. HE IS CHOOSING TO ACT LIKE NO ONE EVER HAD THAT CONVERSATION WITH HE AND HIS WIFE. HE HAS SINCE TRIED TO GET THE INFORMATION WE NEED BUT GM ONLY ALLOWS US A LIMITED AMOUNT OF TIME TO GET THE REBATE CODE FROM THE CUSTOMER TO PROVIDE TO GENERAL MOTORS. THEY HAVE WAITED TO LONG AND THE REBATE CAN NO LONGER BE APPLIED FOR. HE CURRENTLY OWES US $500 FOR IGNORING MANY ATTEMPTS TO GET THE INFORMATION WE NEEDED AND JUST WANTS TO PLEAD IGNORANCE AND THAT NO ONE EVER TOLD HIM WHAT HE NEEDED. 

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  IF we have a discrepancy over the $500. Rebate we need to take care of this in small claims court. You cannot secure a loan in someone’s name for services not delivered. That is against the banking laws of Ohio. You need to send back the warranty refund to ******* *** **** and we will move forward in Court. 
  
  Regards,
  
  ***** *****

  Business response

  09/26/2023

  WHEN YOU FALSLEY SAY YOU QUALIFY FOR A REBATE AND THEN ACT LIKE YOU'VE DONE NOTHING WRONG IS A CHARACTER ISSUE. THIS IS JUST TODAY'S WORLD WE LIVE IN. CUSTOMER WAS GIVEN A REBATE THEY DON'T QUALIFY FOR AND WANT TO BLAME THE DEALER BECAUSE THEY OWE US MONEY.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 30, 2022, I went to the business mentioned to buy a car. They showed me a 2011 Chevy Malibu. I test drove it. It was decent. I started the loan process for it. I got the loan and took it home. 2 days later, the car started displaying messages of service traction and service ESC and ESC off. It would affect the gas line and the traction when trying to pull away from a stop. I had set up an appointment to get it looked at at the dealership, but, never took it in due to my son being sick the morning of the appointment. For the next year, the car did these messages intermittently. I recently had it looked at at another dealership that I'd dealt with in the past. They discovered that it was an electrical issue that affected the gas line. I had them fix it and 400 dollars later, it is finally fixed! I am convinced that Spitzer knew of this problem when they sold me the car. I have an 11 year old son that rides in thus car on a daily basis and to know they sold me a car with a problem angers me! I am looking for Spitzer to compensate for this repair. Needless to say, I will never go there again and will tell people to not go there as well.

  Customer response

  04/26/2023

  This is proof that I bought the vehicle from Spitzer Chevy.

  Business response

  04/27/2023

  REGINA NEVER BROUGHT HER CAR IN FOR US TO LOOK AT AFTER SHE BOUGHT IT. IT'S BEEN OVER A YEAR AS SHE STATES AND SHE NEVER CAME BACK IN FOR ANY SERVICE ISSSUES AT ALL IN THAT PERIOD OF TIME. REGINA NEVER EVEN CALLED REGARDING ANY ISSUES.  SHE COULD HAVE COME BACK IN TO THE DEALERSHIP AND GAVE US AN OPPORTUNITY TO FIX THE SITUATION , BUT SHE CHOSE TO NOT RESCHEDULE AN APPT AND 13 MONTHS LATER TAKE HER CAR TO SOMEONE ELSE . THERE WILL BE NO ASSISTANCE AT THIS TIME.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I drive a ***** ****** and got a diagnostic done on my car by Spitzer car dealership due to my engine light being on. They said it was a clip causing my engine light to be in and charged Me $150 for the diagnostic and a separate amount for labor. When they finished “fixing” the clip on my car, my engine light came back on about an hour after leaving the dealership, but it was after business hours therefore I couldn’t go back. I went back the next day to let them know that my car is doing the same as before they worked on it, and to simply get an answer as to why the engine light is still on. They went behind my back and ran a diagnostic without my permission or knowledge that they were going to do that, and they charged me another $150 and now saying it’s an “electrical issue”. I did not give them permission to do anything to my car, and everything they did was without my knowledge and now they’re forcing me to pay money for something they decided to do on their own. They said the clip from the day before is fixed and now they’ve went and found something else and charging me for it. I went to the dealership to speak with the manager and he was very aggressive, unprofessional, and rude towards me for asking him why did I have to pay for something I did not approve of. This was a very bad and deceiving business practice by them.

  Business response

  11/08/2022

  BBB,

   

   ******** BROUGHT HER CAR IN WITH AN ISSUE AND IT WAS DIAGNOSED AND REPAIRED WITH A CHARGE OF $90.22 WHICH SHE PAID. (PLEASE SEE ATTACHED INVOICE NUMBER 1)  CUSTOMER CALLED THE NEXT MORNING WITH A CHECK ENGINE LIGHT COMPLAINT AND WAS ASKED TO BRING THE VEHICLE BACK IN. FOUND 2 SENSORS NOT READING CORRECTLY AND CUSTOMER WAS ADVISED OF FURTHER REPAIRS THAT ARE NEEDED UNRELATED TO THE ORIGINAL REPAIR. SHE DECLINED AUTHORIZATION TO HAVE US DIAGNOSE FURTHER. (SEE INVOICE #2) SHE WAS NOT CHARGED ANYTHING FOR ANY ADDITIONAL DIAG. SHE IS OUT OF WARRANTY WITH GENERAL MOTORS AND DOES NOT WANT TO PAY FOR THE NEEDED REPAIRS.

  THANKS,

  CHRIS 

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Truck had a recall on the passenger side airbag. They cracked my dash during the install. They denied it. I have a picture taken a couple of weeks before and audio and video from my dash cam on the day of service. Truck was originally there to fix check engine light that was on and they failed to do that. I paid to have it fixed and it was not. I took it to another shop and they fixed it. So I’m out the money for the check engine light and they cracked my dash!! And squeaks !! Thank you for looking into this for me. (I’ve talked to the GM there and he stands by his workers )

  Business response

  10/19/2021

  *** ******* CAME INTO THE DEALERSHIP ON AUGUST 19TH,2021 WITH HIS CHECK ENGINE LIGHT ON AND AN ISSUE WITH HIS WINDSHIELD WIPERS NOT WORKING PROPERLY. WE DIAGNOSED HIS CHECK ENGINE LIGHT AND TOLD HIM IT NEEDED AN ECM UPDATE WHICH ** ******* DECLINED TO HAVE FIXED AS YOU CAN SEE ON THE ATTACHED R.O. THERE WAS A DIAG FEE OF $99.95 TO CHECK OUT BOTH ITEMS. HE DID HAVE US FIX HIS WIPER ISSUE WHICH IS WHAT HE PAID FOR THAT DAY. ** ******* CAME BACK ON SEPTEMBER 9TH,2021 FOR AN AIRBAG RECALL AND HIS CHECK ENGINE LIGHT WAS STILL ON. BEFORE ANY WORK WAS DONE ON HIS VEHICLE THE TECHNICIAN SAW THAT HIS DASH WAS CRACKED ON THE CORNER OF THE PASSENGER SIDE AIRBAG AND GOT THE SERVICE MANAGER *** ******* TO INFORM HIM BEFORE WE STARTED THE REPAIR. *** WENT OUT TO OUR WAITING AREA WITH A PHOTO AND SHOWED *** ******* LETTING HIM KNOW WE HAD NOT STARTED THE WORK AND HIS DASH WAS CRACKED. HE WANTED US TO COMPLETE THE TAKATA AIRBAG RECALL WHICH WE DID. WE DID NOT CHARGE *** ******* ANYTHING FOR THIS SECOND VISIT AS SHOWN WITH THE SEPTEMBER R.O. THAT IS ATTACHED. *** TOLD *** ******* THAT WE HAVE SOMEONE THAT CAN LOOK AT THE DASH AND POSSIBLY REPAIR IT WHICH WE WOULD PAY FOR BUT HE DECLINED. HE CONTINUES TO INSIST THAT WE CRACKED HIS DASH HOWEVER WE FOLLOWED OUR PROTOCAL WHEN WE FIND THINGS BROKEN WITH A CUSTOMERS CAR BEFORE ANY REPAIR IS STARTED. I FEEL WE HAVE TRIED TO HELP THE CUSTOMER RESOLVE HIS ISSUE. HE NEVER PAID FOR THE CHECK ENGINE LIGHT REPAIR BECAUSE HE DECLINED THE WORK. IF YOU NEED ANY ADDITIONAL INFO PLEASE CONTACT ME.

  THANKS

  ***** ****

  GENERAL MANGER SPITZER CHEVROLET

  Business response

  11/03/2021

  We have made an offer to repair the customers dash at our expense. We have no reason to go to arbitration. The other work, the customer declined when he was here. He only paid for the work that was completed.

  
  Thanks
  *****

  Customer response

  11/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  I had the ECM  update done on the 18th. It was back on the 23rd because it didn’t work. That’s when they cracked the dash doing the airbag recall. Their fix is gluing the dash back together. They said  you would still see it and it would crack again. I have pictures and video/audio of that day. This case needs arbitration. They need to bring their pictures and video. Thanks 
  Regards,
  **** *******
  

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