ComplaintsforChevrolet of Ottawa

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of purchase 06/01/2023 Within hours of purchasing Check engine and several other lights came on indicating a problem. Called dealership and was advised to return the vehicle which we did. They said it was an ABS sensor and to bring it back Monday for repair. Later that day picked vehicle up from dealer it started to smoke from the exhaust when we got the vehicle home checked the oil and the dipstick showed no oil. Called the dealer again they said to put oil in it and bring it back. The dealer then changed the oil and told us they would make an appointment for the car to go to the ****** dealer in Findlay. We were told they would haul the vehicle to the ****** dealer. They then said they could not do that due to insurance. We were then told the vehicle was under factory warranty and ****** would be responsible. We took the vehicle to the ****** dealer after their inspection we were told that the vehicle had an aftermarket flash in the **** history showed the engine had been over revved and exceeded 130 mph, and over boosted. Manufacturer said damage would not be covered under the factory warranty.****** dealer priced used motor with Turbo and ECM and other related parts $20,025.00 Plus Tax. Chevrolet of Ottawa claimed that the service contract should cover it. When we attempted to make a claim with the Service contract company. The service contract company then advised us that it would not be covered due to the fact that the vehicle was still under factory warranty. The company that we purchased the service contract from told us that if anything was done to the vehicle without their approval it would void the service contract. Ottawa Chevrolet General Manager contacted service contract company to see if anything could be done based on the fact that ****** would not cover it under the manufacturer warranty "we fell into a loophole". Ottawa Chevrolet ceased to communicate with us after this. We are stuck with a vehicle we can do nothing with.

  

  Business response

  10/10/2023

  The following response is written in order of the customer's complaint letter to the ********************-
  
          The customer and her son purchased a used 2019 ****** WRX STi "AS-IS" (see attached Buyer's Order, Buyers Guide and "AS-IS" Dealer Warranty Disclaimer) with ****** miles on June 1st, 2023. Several days later when the vehicle arrived at the Dealership, driven by her son (as the vehicle is his primary driver), he stated that the vehicle engine was low on oil and noisy with the engine light illuminated. The customer also met at the Dealership to have us inspect the oil level of the vehicle together. The engine oil level was correct and full at that time with no lights illuminated and the engine sounding normal for a WRX STi. The Dealership has no knowledge of an ABS sensor issue, smoking from the exhaust or an oil change performed after the customer's purchase of the vehicle (see attached Repair Orders *******, *******, ******* and CarFax). All services/repairs performed to the vehicle were prior to the sale of the vehicle to the customer (See attached Repair Orders *******, *******, ******* and CarFax). 
           Since the customer had concerns regarding the vehicle, the Dealership did advise the customer to have the vehicle towed to the nearest ****** dealership as the vehicle still had remaining Factory Powertrain Warranty Coverage. The customer drove the vehicle to ****************** in ******* on June 9th, 2023. The Repair Order the customer provided (See Attached ****************** Repair Order) stated the vehicle had ****** miles at the time of arrival. According to this Repair Order the ****** dealership did inspect the vehicle and found that the *** had been re-flashed, the vehicle had been over revved/over boosted and the engine was knocking at that time. At this point, due to their findings, the ****** dealership VOIDED the vehicle's remaining Factory Powertrain Warranty Coverage and quoted the customer an estimate of repairs. The customer did purchase a *************** Contract from the Dealership at the time of purchase. The specific contract will not cover components that are still under assumed coverage by the manufacturer. If the ****** dealership had not VOIDED the remaining vehicle powertrain coverage, the repair should have been covered by the manufacturer.    
           Unfortunately, it seems the customer is stuck in the middle of the situation between the manufacturer, the service contract company and the gray area between the semantics of the two entities. The Dealership sold the vehicle in good faith without any knowledge of prior or latent issues/concerns regarding the vehicle's condition, performance, etc. The knowledge gained by the ****** dealership's inspection could have only been revealed by the manufacturer's own testing equipment, not the Dealership's inspection or testing equipment. Therefore, although the Dealership understands the predicament of situation, the Dealership did not cause nor contribute to the warranty being VOIDED and repairs not being covered. Consequently, the Dealership will not be participating in the customer's desired settlement of "Other (requires explanation), Refund; Repair. 

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck earlier this year and it had a brake abs issue, At the time of sale i was given a we owe that they would repair it. I bought the truck in good faith they would fix it. I never left with the truck they had it for 3 weeks and attempted to repair it at one of there sister dealerships, They were unsuccessful at fixing the issue do to supply chain issues. I was assured by ***** our salesman/manager that I could get it fixed and they would reimburse me, I have had small issues like they were to get me a jack and they delivered my diesel truck with no def, My wife was forced to pull over on the side of the road until I brought her some, Being serviced they should have known better. Anyway I got my truck fixed here in Orlando Fl at a Chrysler dealership and the bill was $1200 I sent the bill to Ottawa Chevy on 2 separate occasions. The 2nd time I got a response from **** saying she was looking into it and that the we owe expired after 30 days my issue is they had it for 3 weeks couldn't get it repaired as I never took the vehicle until they delivered it to my house in Fort Wayne, Ind still unrepaired as they promised to fix and I accepted the truck on there word I could get it repaired and be reimbursed. **** was to call me back and has not. I bought this truck based on them being a reputable dealership and that they would do the right thing. Again I was given a we owe and when I bought the truck it was not even at the dealership they were getting the truck repaired and ended up deliv****g it 3 weeks later not repaired and promised I could get it repaired and they have not kept there word as we agreed

  

  Business response

  12/28/2022

  The response is written in order of the claimant's statement of complaint-
   
               The customer did purchase a 2018 Dodge Ram 2500 from our Dealership on 02/10/2022 with 48,926 miles (See attached Buyers Order). At the time of sale, the customer was given a printed WE OWE (See attached) stating "Nothing Else Promised or Implied." The customer was not given a WE OWE at the time of sale for repairs, as he stated in his complaint. Our Dealership did sublet the vehicle to a CJDR Dealership (See attached Repair Order) for diagnosis and/or needed repairs on the same day of sale. The vehicle was completed by that Dealership the next day (See attached Repair Order), not three weeks as the customer has stated. On the CJDR's Repair Order it states "Re-initialize ABS module-Test Drove-Vehicle All OK now." The customer was given another WE OWE (See attached) dated 02/18/2022 by our Dealership stating "Repair/Replace ABS Module" because the light had reilluminated. Please note on the attached WE OWE it is stated "Valid for only (30) THIRTY DAYS FROM DATE OF ISSUANCE." Upon investigation with the CJDR Dealership, due to this complaint, the part on the vehicle that was ultimately replaced suffered no "supply chain issues" as stated in the complaint. Also, the Dealership did not have a salesmen/manager at that time by the name of *****. Consequently, the Dealership is unclear to whom the customer must be referring. The Dealership did receive, from the customer, a letter and an invoice from the repairing CJDR Dealership dated 09/16/2022-09/22/2022 (See attached). Upon receipt of the letter, the Dealership did contact the customer to discuss the situation. He was told that the WE OWE was only valid for 30 days and he would not be reimbursed for the repairs by the CJDR Dealership in Orlando. Unfortunately, no first letter from the customer had been received by the Dealership. 
               The Dealership adheres to a 30-day repair policy, which is very clearly stated on the WE OWE. Certainly, additional provisions, in advance, would have been made by the Dealership for the customer, had there been know issues and communication of time setbacks by the customer and/or his repairing Dealership. Clearly, the Dealership received a letter dated 11/29/2022 (See attached) and an invoice dated 09/16/2022 (See attached) from the customer more than seven months and more than 16,000 miles after the time of sale. Although, gaps in time could be understood as reasonable, from the time of sale (02/10/2022) to the time of repairs (9/16/2022) is an excessive expanse of time far surpassing the 30 day WE OWE window of validity!

  Customer response

  12/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  the part that the vehicle was never fixed as promised. Was delivered not fixed and they never had the truck fixed the next day. They kept it for 3 weeks because they could not get the issue resolved. 
  I took it to the Chrysler dealership and they replaced the part that the dealership claims they fixed which was not done. Driving the truck with it not fixed had a dinging sound and it was very annoying. I tried to get it fixed as fast as possible. If the dealership would have done as promised would not be discussing it. They could not get it resolved in a reasonable amount of time left me to take care of the issue and is not holding up their agreement. If they could/would have fixed it I believe they would have. Unfortunately we can all agree they didn’t fix it. If they replaced a part which the Chrysler dealership here said was not working. So if they did replace it then it was defective. I followed through where they did not. We could not get it in in 30 days and they knew it. Disappointed on there lack of professionalism and making me have to do the repairs they were obligated to
  
  Sincerely,
  
  **** ****

  

  Business response

  01/06/2023

  The response is written in order of the claimant's statement of complaint-
  
           As previously stated, the Dealership did not have the vehicle for three weeks as the customer contests (See prior response attached repair order). The Dealership did not make any claims that the needed part had been replaced, only that the part did need to be replaced and the vehicle was sent to a Chrysler Dealership for verification (See attached repair order *******). The customer states in his rejected response that "I tried to get it fixed as fast as possible." Clearly, this is contradictory to the customer's own statement in his DealerRater review when he wrote "it took me 4 months to get it in" (See attached DealerRater review). If the "dinging sound...it was very annoying," as the customer stated in his rejected response, he surely would not have waited more than seven months and more than 16,000 miles to have it repaired. 
          The customer states "they could not get it resolved in a reasonable amount of time left me to take care of the issue." When a customer is given a "WE OWE" by the Dealership it is the customer's onus (because he lived out of state (Florida) and was not returning to the Dealership for repairs) to make sure that the appointment was made and repairs were completed within the 30 day window. Once again, the dealership did not replace any parts on the vehicle regarding the stated issue (See attached entire repair order history). If the customer encountered repair time issues or delays, he never communicated them with the Dealership. As previously stated, the Dealership would have gladly made provisions to accommodate the customer had the issues been known in advance. 
           From the time of sale (02/10/2022) until the customer's letter arrived dated (11/29/2022), no interactions of any kind had taken place between the customer and the Dealership. For these reasons and the reasons stated in the Dealerships's last response, the customer will not be given any special time concessions outside of the 30 day "WE OWE" window of validity. At this point, the Dealership is unable to reimburse the customer for his repairs at the dealership in Florida!

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contacted management about our issue with no resolution. They sold us a warranty without it being a good. We bought the extended warranty for the truck we bought. Had a problem with the truck took it in to get fixed, had the insurance guy come to check on vehicle and they said the warranty was no good because of the tires that was sold with the truck. So they sold us a warranty that was no good after we drove it off the lot. We have attempted to contact the manager and all he said he was unable to help us. So now the truck is in the shop for another problem and I’m now 5k in the hole thanks to them and the bad warranty and truck they sold us

  

  Business response

  10/25/2022

          The client purchased a 2011 Ford F150 "AS-IS" (see attached AS-IS Document) from the Dealership on June 22, 2021. At the time of sale, the client elected to purchase a Vehicle Service Agreement with provided coverage for 60 Months and 75,000 Miles (see attached Vehicle Service Agreement). When the client purchased the contract, it did have a Validation Period clearly stated on the front page of the contract of 30 Days or 1,000 miles. If the client had attempted to have the vehicle repaired utilizing the contract within this Validation Period, the contract would not yet have been valid! The Dealership has no record (email, text or call correspondence) of the client contacting the Dealership at any point either for Service or to speak of the client's concerns regarding the BBB compliant. The vehicle has not been to our Dealership for Service, nor has it been to any Servicing Facility according to the ****** (see attached ******). The issues with the client's vehicle are unknown to the Dealership especially the tire reference, "5K" and "insurance guy." Lastly, the client's desired settlement of "Finish the Job" is too ambiguous to attempt to determine any potential resolution between the client and the Dealership. Consequently, for these reasons, the Dealership will not participate in any need repairs for the vehicle past, present or future!

  Customer response

  11/02/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  09/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I live in Michigan and leased a 2022 Chevy Traverse from Chevrolet of Ottawa on 7/15/2022 and took the vehicle home that day. We asked if there would be any issues leasing the vehicle in Ohio being a Michigan resident and the dealer assured us there wouldn't be. 55 days later and we still have no title to be able to register this vehicle. The lien holder, GM Financial also hasn't received the title that would allow me to obtain a copy and register my vehicle in Michigan. The temporary plate and registration provided at the time of purchase expired on 8/29/2022. I haven't been able to drive the vehicle for 10 days now and the dealer won't help in getting the title taken care of or providing a vehicle to drive until the title is available. Ohio law states the dealer must provide a title within 30 days of purchase. I am paying for a vehicle that I cannot currently drive and paid $2,000.00 down to the dealer and made an additional months payment to the lien holder. I need a vehicle to drive ASAP, preferable the one I purchased.

  

  Business response

  09/21/2022

        The client did lease a vehicle from the Dealership on July 15th, 2022. The facts he states in his complaint are true and correct in chronological order, with one exception "the dealer won't help in getting the title taken care or providing a vehicle to drive until the title is available." Due to the fact that the customer was out of state, the Dealership did use a third-party Titling Service that is "guaranteed" to ensure a seamless titling process between the two states and also on the Dealerships and the clients behalf. The Dealership provided all required documents to the Titling Service on the 30th day of the deal. All the time taken from that point forward unfortunately has been due to the Titling Service and the client's home state. Both the client and the Dealership truly have been at the mercy of the other two parties! Due to the Dealership's insurance perimeters, we were unable to provide the client with a vehicle. We have practically been in daily contact with the client and the Titling Service. We have also contacted the Secretary of State in the client's home state multiple times. We have not been able to move the time needle up much faster than it has naturally moved. The experience the client has had with the Dealership has not been the intended experience we would have wished for by any means! At this point it should be within a day or two of the client receiving what he needs to receive his registration and obtain his license plates. As compensation for time and the client's aggravation, the Dealership did issue the client a check for two vehicle payments (see attached). The Dealership greatly laments the course of events for this deal! We are following the status of events daily and will continue to do so and assist until the client is able to register his vehicle and obtain his license plates!

  Customer response

  09/26/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am still waiting for the title, license plate, and registration. Once I receive the items listed that are needed to drive the vehicle and reimbursement for the time I wasn't able to drive the vehicle as the seller has offered, we should be able to resolve this matter. Seller has become more responsive and helpful since BBB and Attorney General complaints were issued. 
  
  Sincerely,
  
  **** *****

  

  Business response

  10/05/2022

  The client has received his registration and can now plate his vehicle! The Dealership and client have both come to agreed terms to satisfy both parties. Only the last actions of the agreement need to be executed and completed for the situation to conclude. We are both working toward the resolution soon as possible!

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2007 dodge 2500 truck. I bought it on good faith, they delivered the truck to my home. I test drove it. everything seemed to be fine. 3 days later when I was going to go to work the truck would not move in any gear. Chevy of Ottawa had me take it to a garage close to me, that garage told Chevy that the transmission was bad. the garage also told Chevy that there is no possible way I could have done any of that damage in less than 50 miles since I bought the truck. I then spoke to ****** at Chevy of Ottawa and he said that he will help me out substantially. so I then took the truck to my local transmission shop, where he told me the same thing when he got it apart. that the transmission had major damage before I bought the truck. Chevy of Ottawa flushed the trans and put new fluid in the trans to cover the bad transmission, that is what my transmission mechanic told me. Chevy of Ottawa finally got back with me, they sent me a 300$ check. total cost of the transmission is $3,000 + tax, the tow bill to the first garage $120, the tow bill to the other garage $180 and the bill for the first garage to look at it $175. Chevy of Ottawa said there is nothing else they can do other than the $300. I tried to return the truck and said they cant do that either.

  

  Business response

  08/31/2022

           The client did purchase a used 2007 Dodge truck "AS IS" from the Dealership on May 17, 2022, with 144,675 miles (see attached Buyers Order, Buyers Guide and "AS IS" Dealer Warranty Disclaimer). The truck had been previously inspected and serviced (05/02/22), detailed (05/12/22) and reconditioned (05/13/22) shortly before the time on sale to the client. While servicing the vehicle, the dealership did not "flush the transmission" or "put new fluid" in the vehicle to "cover the transmission" as the client claims (see attached Repair Order ******* and Carfax). However, several other needed maintenance items and repairs were performed (see attached Repair Order ******* and Carfax). If the vehicle had issues, the symptoms did not present themselves nor were any codes present or lights illuminated before or at the time of sale to the client. Unfortunately, without some indication or symptom of a current or past issue, a problem or damage internally to a vehicle component cannot be known, repaired or replaced. Before purchasing, the client even stated, "I test drove it everything seemed to be fine." The Dealership delivered the vehicle to the client approximately three hours drivetime away from the Dealership. 
           The course of events, opinions and repair recommendations of the two aftermarket shops the client utilized cannot be verified by the Dealership. From the date of sale (05/17/22) at 144,675 miles (see attached Carfax) the vehicle was then repaired on 06/14/22 at 145,049 miles (see attached Carfax) by an aftermarket facility, only stating "Vehicle Serviced" according to the Carfax (see attached). The client did not submit any repair bill to the dealership from the servicing facility. The vehicle was sold to the client ""AS-IS" without any warranty either expressed or implied." Furthermore, the We Owe (see attached "WE OWE") stated "nothing owed or implied." As a gesture to the client, the dealership did issue him a check for $300.00 when clearly no compensation was required legally to be provided the client according to the paperwork he had agreed to and signed at the time of sale. Due to the situation, the Dealership did try to assist the client by issuing him a check for ten percent ($300.00) of the repair costs without any documentation submitted by the client, tow companies or servicing facilities to the Dealership for proof of tows and/or repairs. The Dealership felt it was morally and ethically responsible to participate in some manner to help the client even though the vehicle was already repaired elsewhere and not at our facility. We wish the client would have been more satisfied with our efforts when no future responsibility to the vehicle and/or repairs were required to be made by the Dealership after the time of sale! 

  Customer response

  09/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I could not make the drive to their shop as the truck did not move. Chevy of ottawa asked me to tow it there. As just buying the truck I didn’t not have the funds to go that far. I was instructed to go to the dealer near me, and the transmission shop I talked about. I did ask to return the truck as I did not want the truck any longer . I owned the truck 3 days before it would not move. 10% of the total bill does not even cover 1/4 of the parts needed to repair. I think it would be fair for both parties to pay 50% of the total bill. After all I did just purchase the truck for 25,000$ out of that I handed 5,000$ cash to the delivery driver. They need to make it right . 10% is a laughing matter.
  Sincerely,
  
  **** *******

  

  Business response

  09/09/2022

         The $5000 taken by the driver, the client is referring to, was the down payment for his vehicle, not anything nefarious. The Dealership issued the client a check for $300 on July 30, 2022. The client received and cashed the check (see attachment-a copy of the check has been omitted due to privacy reseasons). Clearly, this date was well before the client's initial complaint to the BBB on August 18, 2022. Consequently, the Dealership considered the $300 to be an acceptable and satisfactory resolution on the client's behalf due to his action of cashing the check. The Dealership is unclear why the client would accept the payment and then later demand an additional resolution of any kind, let alone forty percent more in a requested settlement at a later date! As stated previously, the vehicle was sold to the client "AS-IS" and evidence contained there within!

  Customer response

  09/12/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told by ****** that he is working with management to get more money to help out with the repair. He has told me numerous times that he will help me out substantially because he felt really bad about it. 300$ out of 4000 is not substantially. I cashed the check because ****** had told me that it is a start and is working on more. Then after a few weeks of him telling me he will help out more. He said that is all he can do. I asked again to take the truck back and give my money back. 25,000$ and 3 days later have to fix the trans. I will have a full written report from ******* ************. Where he has stated there is no way the drive the vehicle 3 hours to my home and it looked the way it did when he tore it apart. It was like that way before I got it. I am asking to make this right. I bought this truck and paid 25,000 because the told me it’s a very reliable truck. Not to put in another 4000$ before I can even drive it. Poor customer service.
  Sincerely,
  
  **** *******

  

  Business response

  09/21/2022

          Although, the Dealership finds the situation for the client unfortunate, no further payments will be issued to the client for the repair costs of his vehicle at this time or in the future. When having a conversation with any client regarding a form of payment to be issued, the Dealership would only make one issuance of payment the client, never multiple and/or future payments. The client cashed the $300 check from the Dealership on August 15th. Attached is an audio file from August 18th at 11:46 am between our Sales Manager and the client. The Sales Manager clearly states to the client, he would not be given any further monies from the dealership. The client does not raise any objection with this decision during the call and replies "okay, alright man, yeah, thank you." If this were not a satisfactory decision for the client, why did he not raise or express any concerns during the call? At some point that same day, the client then opened this BBB complaint. 

  Customer response

  09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  This is unsatisfactory. They brought the truck to me. I asked to have them take it back so they could fix it. I was told I have to tow it there. They are not paying the 3.5 hr tow bill. I have made numerous attempts to be courteous. I just kept getting pushed off and pushed off finally he said that he sent a check out that was substantial to repair the transmission and came to be $300. Very unsatisfactory. I would settle for a Chevy of Ottawa to pay $700 for a total of $1000 towards the repair of the transmission. That would be 25%. Thank you
  Sincerely,
  
  **** *******

  

  Business response

  10/01/2022

  The Dealership will not contribute any additional monies toward the repair of the client's vehicle for the following three reasons...Most importantly the vehicle was sold "AS-IS" to the client (see all prior evidence previously attached) which does not make the Dealership obligated to participate in any way after the time of sale. Additionally, the client has not submitted any proof of repairs or tows to either the Dealership or the BBB as he stated he would as evidence. Furthermore, the Dealership did issue the client $300 as in an effort to assist the client. Although the situation is unfortunate for the client, due to these stated reasons, the Dealership has more than satified any legal obligation to the client after the sale of the vehicle! 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2015 GMC Yukon on October 29th 2021. The vehicle had some problems, so we was told theirs a warrenty that would cover everything that was wrong with it. We get into signing, we are offered the warrenty which is to cover everything on the vehicle except for small maintenance, such as belts and brakes. We leave with the promise of course vehicle being covered through warrenty but we have to wait 30 days. 30 days comes our warrenty doesn’t cover anything that was wrong with the vehicle. Dealership said they will fix it this one time. Fast forward to now on 4/11/2022 had to have another repair on several things and the warrenty somehow didn’t cover any of that either. So I’m right under $2400.00 for this repair. They have not tried to resolve anything, said there’s nothing they can do. I purchased with premium auto care so everything would be covered. I wall would like my warrenty to cover everything I was told or I would completely like rid of the vehicle. We knew it had issues that’s why we didn’t care to buy it with the offer of an extended warranty that would cover any and all problems, but it hasn’t covered any issues.

  

  Business response

  05/16/2022

  [BBB Transcription via Email]

  This email is in response to the complaint filed by ******* ******* regarding the purchase of a 2015 GMC Yukon XL from Chevrolet of Ottawa on October 29th, 2021. After the purchase, ******* informed us she was having some issues with her Yukon. Of course, we advised to bring it in so we can diagnose the issues that were occurring . The vehicle was sold AS-IS with no warranty from the manufacturer or the dealer but there are Vehicle Service Agreements available for purchase. These service agreements have different levels of coverage and ******* opted to purchase the " Premier Vehicle Service Agreement". This option provides great protection for the engine, transmission, transfer case, four-wheel drive/ all-wheel drive system, seals and gaskets. On the service contract, there is a section that lets the customer know what parts and services are not covered which makes it easy for the customer to see what is covered and what is not covered. Just like manufacturers warranties, wearable items are not covered as well. Things like brake pads, light bulbs, windshield wipers, belts/hoses etc. are not covered. These items are deemed "wearable items" and would not be covered. About 2 months after purchase is when ******* contacted us about the issues she had at that time (December 17th, 2021) and dropped the Yukon off to us, we provided at no cost a courtesy loaner vehicle to *******. The items of concern at that time were as follows: 1) Customer stated the DVD Player was inoperable 2)noise coming from front end 3)leakage around driver side mirror. We took care of these items at no cost to *******; we even performed a 4-wheel alignment after replacing the front struts. Regarding the most current issues ******* brought the Yukon in for were not covered under her service agreement. The issues consisted of electrical modules. It is unfortunate that these items were not covered but this was not a surprise, we informed ******* ahead of time and quoted her the amount to repair her Yukon and she signed acknowledging this. As far as resolution, I would like the opportunity to trade ******* out of this Yukon and into a different vehicle of her interest. Of course, ******* could also cancel the service agreement which is pro-rated based on time and miles. If ******* opts to cancel the service agreement, the refund goes to the lienholder and reduces the amount owed on the loan. This option would leave ******* exposed to high repair costs if she had an engine, transmission or drivetrain issue. Also, being the General Manager I usually hear from customers having issues- I have not been contacted by ******* at all. I truly want to turn *******'s experience around and do whatever I can to find a resolution. We appreciate any consideration and look forward to working something out for *******. Attached you will see the service repair order with *******'s signature to confirm doing the needed repairs.
  
  Thanks,
  
  ******* *******
  Chevrolet of Ottawa
  General Manager
  
  ****************************** **************
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  11-3-2021. 10:50 am. Went in to get car washed. Paid my money guy took car through car wash(conveyer down). Met me out front drove to ace hardware to get something and when I got out the front driver rim was scratched all up. Went back he said I did not. I hug the inside heard it rub but I did not do it. Manager said not liable for damage. Car has 14000 miles on it never once have a seen a place be so wreckless. This is the 2nd time I had them mess up a rim on a car when they drive the car through the car wash.

  

  Business response

  01/03/2022

  Business Response /* (1000, 8, 2021/11/23) */ The customer did come into the car wash as stated. his car was taken through the car wash by an employee who has the most experience. I have not seen the wash damage a wheel in the year I have been here. I will be including some pictures of the car wash entrance as well as the sign (damage disclaimer) that is at the entrance. The customer did leave, and then return shortly saying the rim was damaged. In a perfect world we wish he would have seen it before leaving. Due to this as well as the sign at the entrance of the car wash we feel we are not at fault. In the interest of keeping the customer happy, we would be willing to split the cost of a replacement rim as long as it is installed here.

*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. ↩