ComplaintsforVoss Chevrolet, Inc.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/02/24 11/03/23 10/02/23 06/01/23 03/15/23 12/19/23 11/08/22 08/02/22 07/02/22 06/27/22 05/03/22 11/17/21 07/12/21 05/07/21 03/06/21 08/22/20 03/13/20 02/26/20 12/31/19 11/30/19 08/16/19 06/10/19 04/27/19 Paid the business unknown amount of $8,854.12 in repairs due to Service Advisors being dishonest about needed repairs. Asked that two Service Advisors that were dishonest not be involved with repairs. Request was ignored. The business is committed to high integrity and honesty and failed to meet the criteria. Disputing unnecessary charges, which would be an estimate due to not being aware of dishonest Service Advisors until checking my own records. Service Manager has refused to return multiple requests for call backs. Repeating said he would talk to and discipline Service Advisors.

  

  Business response

  05/09/2024

  The customer came in on 01/05/2024 with a check engine light on. Customer authorized Voss to replace a faulty catalytic converter. The repair cost was $1,941.00 which included a $290 discount. Voss provided a multi-point inspection and checked the vehicle for needed maintenance items. Voss advised the customer that based on the mileage of the vehicle it was overdue for spark plug replacement, if the repair had not been previously done. The customer became upset because Voss had replaced the spark plugs about 5 years ago. Unfortunately, Voss cannot retrieve detailed records from our system that far back. The customer thought we were trying to sell unnecessary work and didn't understand why Voss didn't have that history available. Voss did not replace the spark plugs again and continued to follow the manufacturer's recommended maintenance schedule.
  
  The $8,854.12 appears to be the cost of every repair completed since 2019. Customer authorized each of these repairs, repairs were completed and billed as authorized. At each service visit the customer was provided a detailed explanation of the repair and explanation of the charges.
  
  We are not making any refunds or billing adjustments nor are we discipling our service advisors as they have done nothing to warrant any of these requests.
  

  Customer response

  05/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: they once again are lying about the facts. I called back and they told me when the spark plugs were replaced. The Service Manager gave me that information which is available in their records. 

  As for not being able to go back 5 years, once again Voss is lying. They gave me a printout of records going back 5 years (2019). The other records are archived. I was told this by a service advisor.

  The other service, I asked that the Service Advisor not be assigned to my car because it had already been performed. I spoke to the Service Manager, and he told me he would call the Service Advisor, and discipline him to make sure he was appropriately checking previous records.

  These practices are not rare. That is why Voss Chevrolet has a one-star rating with the BBB.

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

  

  Business response

  05/14/2024

  Voss did not lie. Our system shows the vehicle service records however after 48 months the system states “Repair Order Purged from the System” and does not show any repair details.
  The service advisor has to go back to archived hard copies in storage to get the details. This is not possible when the service advisor has customers in the service drive.
  As previously stated, each service visit customer was provided a detailed explanation of the repairs and an explanation of the charges which customer approved. Customer has never been billed for any unauthorized services.
  Voss Chevrolet has been awarded the Better Business Bureau Torch Award, the highest award the BBB awards for integrity.
  Calling Voss liars will not get anything resolved. There is nothing more we can add to this issue.  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 6th, I dropped my 2018 Jeep Cherokee Limited to be repaired from a rear in collision. During the process I received little to no to poor communication with ******. I kept getting automated text messages on where it was and that the vehicle would be ready. I get a message today it is ready and I go to pick it up and I signed all the paperwork and go to start my car and it doesn't start, I go back inside and then I am told that that they had issues starting my car along with several others, none of this was EVER communicated to me. Common sense would have been to start my car or call me and let me know so if it was a battery issue I could have it replaced. I was told the technicians don't drive the vehicles which is not what I asked, but common sense would tell you if a person's vehicle has been sitting for almost a month it wont start. ****** proceeds to argue with me back and forth and not getting the point, his communication has been poor through out this entire process. I asked them to do a oil change, so if there was any other issues in the check process, someone could have called me and said Mr. ******* we are having issues starting my car while it has been sitting there, that way the issue could have been fixed before returning the rental car. None of that was done, and ****** has the audacity to sit there and smirk and laugh like this is funny? This was my first experience with Voss Collision and they came highly recommended, however for a first time customer visit, this overall process was horrible. I have never seen such unprofessional behavior and at this point my vehicle is not fixed. The mileage reading was blinking, the parksense light warning was on, as well as several other instrument lights, NONE of which were an issue prior to me dropping the vehicle off. Now i have had to take the vehicle back, get the rental car back that I previously had, and not shut off my car in fear of it not restarting. I will not only NEVER do business with Voss Collision, but EVERYONE will know about this. I will be contacting corporate and also filing a complaint with the BBB. DO NOT take your car here for ANY service. ****** is unprofessional and does not DESERVE to have a seat behind that desk.

  

  Business response

  03/23/2023

  I understand your frustration with the battery issue. We should have more effectively communicated the battery issue instead of assuming you knew about it. When we tested your battery after the complaint on March 2nd, we found that the battery had a bad cell and needed to be replaced. A battery with a bad cell will work intermittently.  The insurance company has denied the replacement of the battery as it is not due to the accident. You have also declined a replacement battery. If you would like, we can replace the battery for $291.59. A new battery should also take care of the lights that you are seeing on the dashboard blinking due to the weak battery. As far as the communication we do not send text messages on where the vehicle is during the repair process per the customer’s request. Please contact me directly with any other concerns you have or if you are wanting us to replace the battery for you. We do appreciate your business and we want to make sure we take care of all of our customers. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the service dept. The Assistant Manager answered and I explained to him my issue. My trucks touch screen infotainment center screen was broke and not working. He told me that I would have to come in and they would have to run diagnostics on it that would cost $145. I told him that is fine, but if it needs replaced or fixed, are the parts on back order. He said getting the parts wouldn't be an issue because they use remanufactured parts. I said ok sounds good. (side note, I had already called 2 other auto shops, and both had told me over the phone, that parts to replace this particular item were on back order since October 2021. I dropped my truck off at 8am. I received a call around 1pm stating that they looked over my truck and that the infotainment center needed replaced. It would cost $982, BUT the parts were on back order so there was NOTHING they could do for me as of now. So I picked up my truck with the infotainment center still broke, and had to pay $145+ for the diagnostic charge. When I picked up my truck, I spoke with the Assistant Manager. I explained my frustration with him that I was told that getting the parts wouldn't be an issue, and had I known from the start they wouldn't be able to provide the parts, I wouldn't have come in and wasted $145+ on a diagnostic charge. Everyone was polite, but this is why most people have a problem trusting mechanics.

  

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/01/26) */ When the customer made an appointment with our service department, he was advised that there would be a minimum charge of $145 plus tax to diagnose his radio issue. He asked about parts availability and was advised that those parts are generally available however there are many different components that could be at fault and many different models and part numbers of those components. The customer was advised we would need to diagnose the issue to determine which part is faulty and what the availability of that part would be. When the customer arrived at the dealership he again was advised about the minimum charge and he signed authorizing the diagnosis and the charge of $145. Upon completion of the diagnosis, it was determined that the display head needed to be replaced and our supplier advised us that part was on backorder. The customer was charged $145.00 plus tax of 10.88 for a total of $155.88 as agreed upon. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please answer YES or No? When I initially called in and spoke with Assistant Manager Greg. Did he not tell me that getting parts wouldn't be an issue because they generally use remanufactured part? Yes or No? I even offered Greg a way out by saying.. so you telling me that these parts are not on back order. So I was told getting the radio parts wouldn't be an issue and that's what prompted me to come in to get a diagnosis. If I had been told up front that the parts are on back order, I would NOT have brought my truck in. Why would someone bring in a vehicle to get fixed knowing that the parts needed to fix the vehicle were unavailable? Like I stated in my complaint, Greg was nice but ignorance is on his behalf about availability of parts not an excuse and is down right deceptive in nature. Try to justify you diagnostic fee all you want, but I was told one thing, given another and then charged money. That's deception either way you look at it. Business Response /* (4000, 9, 2022/02/01) */ We feel very confident in our discussions and documentation with the customer however we would like to make an effort to find a satisfactory resolution. The customer was given an estimate of $435 labor and $547 for parts, plus tax. If the customer would like us to order the touch screen for him we would be happy to install the unit with no labor charge. The customer would only be responsible for the part of $547 plus tax.

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