ComplaintsforKerns Chevrolet-Buick-GMC

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new 2020 Equinox Primere in September 2020. On august 27th of this year, the radio screen went black. Brought it to kerns, they said the radio was out (less than 2 years old). The warranty was passed not on age but on mileage. They were willing to help with half but it was still a $568 expense. I wanted to consult my family. 8 days after, my car wouldn’t start. My son in law charged the battery and we took it to kerns. They then identified after keeping it for 3 days (though they said they called the next day) this issue was a new battery issue and the battery is bad. We asked if these two were related and they told us they did not think these were related. The wipers randomly would come on and the brights but they said it was a battery issue. And it would cost $365.45 to fix the battery. Now we have $933.87 cost for a less than 2 year old car. We asked what they did from Monday to Thursday and they said all they’ve done was test the battery. We took the battery and charged it and let it sit for a weekend and the battery could fire back up once it was hooked up. We thought there was a pull from the car that was being missed possibly. We brought the car back to kerns and let it sit overnight and by morning we tested and it drained again. And we asked if they would look at it again and they asked why because it was a battery issue. We replaced the battery with a new battery from an auto store in town at $225. and once again there was a pull on the new battery we had to buy. So after that the car went back to kerns and they said the pull was from the radio, however they only tested the battery in 3 times of dropping it off saying it’s just a battery issue. we have it written that they only tested the battery. Though they came back after our expense of a new battery to say it’s more than just the battery as we had questioned. Auto zone also said the battery was good but needed charged. Told its a radio problem now, bright lights still come on randomly.

  Business response

  10/27/2022

  [BBB Transcription via Fax]

  BBB Northwestern Ohio and Southeastern Michigan Integrity Place — 7668 King's Pointe Rd.
  Toledo, OH 43617
  October 26, 2022
  Response to BBB in regard to our customer ** *****, complaint HD ********
  On 9-2-2022 we diagnosed Ms. *****'s vehicle, AT NO CHARGE, for a dark or black radio screen. Because her vehicle was now out of the GM factory warranty, we took the initiative to ask GM/Chevrolet assistance through what is called a GM policy evaluation and GM agreed to pay half/50% of the repair. Ms. ***** declined this offer.
  Again on 9-12-2022 we diagnosed, AT NO CHARGE, Ms, *****'s vehicle for a no start and black radio screen, our GM certified battery test machine tested a bad engine battery. The customer declined repairs.
  Again on 9-20-2022 we.diagnosed, AT NO CHARGE, that her engine battery was bad. Ms. ***** then took her vehicle and purchased an off brand new battery from a local parts store. She then returned her vehicle for us to test/diagnose and we found a battery draw coming from the radio, which we pulled the fuse and verified no draw which should point to a bad/defective radio. At this time we would recommend that her best choice is to accept GM's 50% repair offer.
  Respectfully submitted by,
  ***** **********-Service Manager
  Kerns Chevrolet-Buick-GMC
  *** ** ****** *** **** *** ******* ** *****
  

  
  

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