ComplaintsforWhite-Allen Chevrolet

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov. 29, 2023 my car was put in the White-Allen Chevy Dealership in Dayton, Ohio and was not fixed for  repair until Jan 24. Upon me picking it up from Peoria, Illinois drove it home and the oil was still leaking. There was bolt sitting under the hood which went in the new engine and the timing gears could have gone bad if I would have continued to drive it which I only drove it for 2 days before I took it to the oil dealership to have them checkout why it was 3 quarts low and it was oil flying all over the new engine that they just put in on Nov. 2023. I'm still not able to drive it.

  see Attached document
  

  Business response

  05/29/2024

  We appreciate you reaching out to us regarding the issue you've experienced with your vehicle following the engine replacement service. Firstly, we want to extend our apologies for any inconvenience this situation has caused you.
  Upon reviewing our records, we confirmed that the engine replacement service performed on your vehicle was covered under your extended warranty. It's important to clarify that the engine supplied for the replacement was provided by your own extended warranty provider, and not by our establishment. Therefore, we meticulously followed the warranty guidelines and conducted the replacement service accordingly.
  It's worth noting that we take great pride in our workmanship and adhere to stringent quality standards. However, we understand that occasional issues may arise, which is why we encourage open communication with our customers to promptly address any concerns.
  Upon completion of the engine replacement service approximately four months ago, we did not receive any further communication or reports of issues from your end. As such, we were under the impression that the service met your satisfaction and the vehicle was functioning properly.
  In light of your recent complaint regarding an oil leak, we kindly request additional information to assist us in investigating the matter thoroughly. Specifically, we would appreciate receiving an invoice or documentation from the other dealer you mentioned visiting after the repairs were made at our facility. This will enable us to better understand the nature of the reported issue and determine the appropriate course of action to resolve it promptly.
  Please feel free to forward any relevant documentation to at your earliest convenience. Rest assured, we are committed to ensuring your satisfaction and resolving this matter to the best of our abilities.
  Thank you for bringing this matter to our attention. We value your continued patronage and look forward to the opportunity to address your concerns promptly.
  Best Regards,

  ***** *****

   

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my car there for a new tire and my car windshield protector was knocked off. The staff and manager were combative and disrespectful and wouldn’t take responsibility for my car being damaged while under their care. They offered no resolution and blamed my vehicle.

  Business response

  03/21/2024

  Thank you for bringing your concerns to our attention via the BBB. We understand that the integrity and safety of your vehicle are of utmost importance to you, and we appreciate the opportunity to address the issue you've raised regarding the window wind shade.

  
  Upon reviewing the details of your complaint, it appears that the incident occurred when your vehicle was in our care at our shop. We acknowledge that when vehicles are in our possession, we take every precaution to ensure their safety and security, which includes rolling down windows to prevent keys from being locked inside. Regrettably, during this standard procedure, the window wind shade detached from your vehicle.
  While we empathize with the inconvenience this situation may have caused you, we want to assure you that our intention was never to cause any damage. Rolling down windows is a routine and necessary step in our process, aimed at safeguarding both your vehicle and our operations. We believe that the detachment of the window wind shade was an unforeseen occurrence and not a result of negligence or mishandling on our part.
  

  However, in light of your dissatisfaction, we are committed to finding a resolution that satisfies both parties. We are willing to discuss potential solutions, If you were to supply a new shade we would install it at no charge for you.
  Once again, we apologize for any inconvenience this incident has caused and appreciate your understanding and patience as we work towards a resolution.
  Sincerely,

  ***** *****

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05-16-2023, my 2019 GMC Acadia was repaired due to a known GM issue with the shifter sensor. I noticed that the shifter indicator and the trim plate had what appeared to be puncture holes around the shifter, which were not there prior to my dropping the vehicle off for repair. Within 3 weeks after noticing the holes, I went back to service and showed one of the service advisors what I saw and proceeded to show a recent picture that I took of the shifter and trim plate prior to bringing the vehicle in for service. The service advisor did inform the service manager, who also looked at the shifter and console. It was indicated that this issue was going to be taken under advisement and I would receive a response. Since May, I have brought my vehicle in for oil changes and having the front brakes and rotors replaced. At each of these appointments, I have asked for a status of my issue. The only response that I received during the last 5-6 months was related to an open case with GM, which I submitted due to having to pay for a known issue. The GM case was resolved in July 2023. As of 10-08-2023, this is still an open issue.

  Business response

  10/09/2023

  *** ********** our service manager just called and left a message for the customer to call. He thought the issue was already resolved and is committed to making the customer happy. 

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car in for service over a month ago...I'm being told that the engine has to be replaced, or some other excuse. I believe that it's just being stripped for parts. I never received any loaner. I has cost me pain, suffering, and sickness.

  Business response

  05/24/2022

  THIS ONE HAD A COUPLE OF SITUATIONS, THE FIRST ONE WE WERE WAITING ON PAYMENT FOR THE PREVIOUS REPAIR FROM CARMAX THAT WE NEVER RECIEVED PAYMENT. SO WE WAS ON HOLD FOR THIS FOR A SHORT TIME. THE 2ND ISSUE IS THE CUSTOMER HAS AN EXTENED WARRANTY THAT THEY ARE MAKING US JUMP THROUGH HOOPS, THEN SENT AN INSPECTOR OUT TO TAKE A LOOK AT THE CUSTOMER VEHICLE BECAUSE THE ENGINE IS LOCKED UP. AFTER THE INSPECOR CAME OUT WE HAD TO WAIT A COUPLE MORE DAYS FOR THEM TO TELL US THEY NEED FURTHER TEAR DOWN FOR CAUSE OF FAILURE IN WHICH I S A BIG JOB TO DO. WE ARE GOING TO HAVE TO PULL THE ENGINE FOR THE INSPECTOR TO COME OUT AGAIN BEFORE THEY WILL APPROVE ANY WORK. THIS IS WEHRE ALL THE TIME IS COMING FROM. AND UNFORTUNATELY I DON'T HAVE ANY LOANER CARS AVAILABLE OR WE WOULD HAVE GIVEN TE CUSTOMER A VEHICLE FOR HIS DOWN TIME.

  Customer response

  05/24/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

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