Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint as my husband, and I are very disappointed with the service we have received in the Service Department. To start from the beginning, the problem started on April 23, 2024. May 17th got my vehicle back, May 18th, got towed back and still there today with no true diagnosis or timeframe of completion. I had to pay $399.00 for an A/C charge that I did not ask for only to be LOOKED at. We could have went to an auto parts store and re-charged it ourselves with a bottle of the same Freon R1234YF less than $100.00. I am asking for a diagnosis of the issue of my Acadia, and why it was misdiagnosed the first time and the technician admitted my husband was right, the transmission itself is the issue not the transmission mount which is what was replaced and told upon pick up by the technician was 99.9% sure that was the issue, and it is now fixed. I also would like to be reimbursed the $399.00 for the A/C we had to pay but did not ask for, nor were we asked if it could be done. We simply asked for the issue to be investigated. I no longer even want to drive my Acadia, as I cannot trust the work that is being completed is truly correct and safe for me to transport my children in daily, and when I say daily I drive with them daily as I have a full time job and work 5 days a week so I am always transporting them to and from where they are going for the day. I no longer even want this vehicle, as I am not subjecting my family to an unsafe environment while sometimes driving at high speeds, and this is not the first issue I have had this in the service department for. I feel we were sold an unsafe vehicle, and nothing is even being done to fix the issue, as no one really knows what the issue is. So me taking the vehicle back off the lot thinking it is safe, and something happening causing an accident, or someone being hurt is going to be a real issue at hand. The issue my Acadia is having right now is 100% not safe to drive and we have videos to indicate.

  Business Response

  Date: 05/31/2024

  I have reviewed the issue with my Service Manager, I am confused regarding the date of April 23, 2024. The repair order that is in question is dated May 13, 2024, and completed May 16, 2024, which would make sense that she picked up her vehicle on May17, 2024..
  One of the concerns that the customer stated was "drivers' side back was blowing warm air ". At that time the air conditioning was low on freon and to fully inspect the system it was necessary to evacuate and recharge the air conditioning system. We inspected for leaks and made certain that the system was cooling properly. The technician noted that the vehicle was working and cooling properly. The Service Advisor did have authorization to perform this work. I understand there was a conversation that discussed a possible dash actuator that was possibly bad and that may have been some of the confusion.
  The second concern was that the transmission had a "severe slipping and jerking, slams into gear forward or reverse". The technician found that the transmission mount was worn out which would cause the slamming into gear. The question of misdiagnosis is not entirely accurate. The transmission mount was worn and needed to be replaced. As we know now the transmission does have an issue and it would have been a better situation if we had found this prior to the customer taking the vehicle back.
  I have been informed that the customer has spoken to my Service Manager on 5/30/2024 and they discussed her concerns.
  Our goal is to have this diagnosed later today 5/31/2024 and have an estimate for repairs as soon as possible.
  To address the issue of "being sold an unsafe car". The customer purchased the vehicle on 5/21/2021 (3 years) with 33,476 miles. The vehicle currently has 75,968 (driven 42,492 miles).   
  
  Respectfully
  Ted S********
  

  Customer Answer

  Date: 05/31/2024

  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.
  
  

  The date of April 23, 2024, is when the issue occurred as I explained, and I called into make an appointment and was told I had to wait for the transmission technician. I had to wait 20 days for an appointment mind you. Meaning my vehicle sat in my driveway not driven, meanwhile I have no vehicle, as I asked if there was a loaner system Whiteside’s provides and I was told no, but I can pay $39.00 a day. I waited those 20 days specifically because it had to be inspected by the transmission tech, as there is only one in the tri-state area.

  Was my car inspected by the transmission tech that I waited 20 days to see? Or just Henry the technician who was 99.9% sure my car was fixed? Who diagnosed my car that it was only the transmission mount, Henry the technician or the actual transmission technician? On May 16th when Henry called, which is the ONLY time he contacted us in this whole entire process until now he stated about the Freon and owing $500.00.

  Who gave authorization to pump $500.00 worth or Freon into my Acadia, because I did not get a call and asked? I stated my DRIVER side blows HOT AIR and my PASSENGER side blows COLD AIR, as it should when the air conditioner is on. That is not a Freon problem to me, had I know it been or we were contacted to be advised so, I would have said DO NOT pump the $500.00 worth of Freon into my Acadia. I can go to the local auto part store and get it for less that $100.00. I am still not fully convinced that is the issue, I mean Henry was 99.9% sure on my transmission mount how do we trust the AC because the problem stated isn’t even was, I fully stated on the call.

  The misdiagnosis is inaccurate, or my Acadia would not be towed back, TOWED back not even drivable anymore if in fact the diagnosis was accurate the first time. That was the first time on March 18th that it was completely not drivable. Prior to it coming into the shop, it was driven out to the shop to be worked on.

  We then pick it up and less than 24 hours later it’s not even drivable. The tech Henry advised it did not have Neutral or Reverse to even get it off the tow truck. I’d say there was a misdiagnosis somewhere. Henry admitted my husband was correct it was in fact the transmission, when my husband had to call in on the 21st as no one called us (Henry) to see what was going on.

  It has now been there for 14 days today and hasn’t even been looked at, and I had not found that out until yesterday when I spoke with the Service Manager who was a wonderful man. He was fully transparent and apologized for this whole process and stated it is not correct that no one has been in touch with us. When I stated why I am not happy about the A/C issue and what the problem what he stated he would not think Freon at all, he would most definitely think electrical.

  I want reimbursed my money that was paid for the Freon as it was not authorized by myself or my husband to evacuate and pump $500.00 worth of Freon into it. Isn’t the policy to contact the vehicle owner before services are performed? Had we been called or had good customer service and kept informed it would be a different situation. But my Acadia has been a total of 14 (of your workings days) and still not fixed, or diagnosed (transmission).

  According to Ohio Rule ********** | Repairs or services. It states, If the expected cost of a repair or service is more than twenty-five dollars, you have the right to receive a written estimate, oral estimate, or you can choose to receive no estimate before we begin work.

  (6) Charge for any repair or service which has not been authorized by the consumer;

  We did not receive an estimate, not did we EVER state we did not want an estimate. We did not get a call until it was all finished. Once it was said we owed the $500.00, my husband voiced his frustration the technician then stated he can leave it sit, and check it the next day so if something occurs like a leak, he will turn it into the extended warranty company. $100.00 was also knocked off the price, as the technician clearly knew he was in the wrong because services were performed WITHOUT our authorization or consent.

  We did not sign anything or give oral permission to perform whatever service is necessary. I’ve had my oil changed then several times, the technician doesn’t even change any filters without coming in to ask me. So, performing a services regardless or what the protocol is, without our consent before doing so at such a high cost is against the law.

  ***** *******

  Business Response

  Date: 06/06/2024

  I have read the customers detailed complaint and her requests. 1. A diagnosis of the issue of her Acadia. The technician advised me that reverse is locked, and the fluid is burnt. It was his opinion that the transmission be dismantled and an estimate of parts that are bad be prepared. The extended warranty company made the decision to replace the transmission as a unit. This would lower the cost of labor and potentially costing more than a unit replacement. The transmission has been ordered and we expect (not a guarantee) that it will arrive by Tuesday June 11th. 2. Reimbursement of air conditioning work. I am willing to refund the $397.85 as I don't think the explanation of air conditioning diagnosis is done properly on our part. I will have a check prepared and mailed out on June 7th. 

  The customer also stated that she would like to trade it in at this point. I understand that she is currently frustrated and upset with our dealership and I understand the frustration. However, if she would like to trade in I am more than willing to take the Acadia in on trade and help her find something she is comfortable with. 

  If there is any additional information needed, please don't hesitate to contact me. 

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car went in for service and came out with a blown engine . It has a safety feature recall for what itwent in for . However the dealership did not tell me this and did not fix this issue.

  Business Response

  Date: 03/22/2024

  ****** ******** brought her 2017 Chevrolet Trax 1LT VIN ****************** (85,845 miles) into our shop on 2/4/2024 RO * **** with a customer concern of “car surges under heavy load”. This vehicle was not purchased from our dealership and to the best of our knowledge has no extended service agreement. Our technician found the SES light on and a cod* ***** fuel system tmm lean. It was determined the intake manifold PCV port was deteriorated. He also noticed that the engine was extremely low on oil. He recommended the intake manifold be replaced, oil sludge be cleaned from the bypass valve and turbocharger, add proper amount of engine oil. ****** approved these repairs on 2/6/2024 at 8:45am.
  After work was performed the vehicle was road tested. Another code was found that ***** indicating the catalytic converter be replaced. Our Assistant Service Manager along with the Technician discussed this with ******** husband and they agreed it would be cost effective if the customer purchased the converter from an aftermarket source and we agreed to install. (this is not common practice, her husband does work for us, and we tried to help) The customer brought a converter into the shop and as we installed realized this was not the correct one. We purchased the proper one from a local parts distributor (at our cost) and installation was completed. The vehicle was test driven and no additional SES lights were on and no additional codes were found. Vehicle operated properly.
  On 3/5/2024 *** ***** (86,670 miles) the vehicle was brought to the service department with a customer concern “heavy misfire specifically up hill. The technician found there is no compression in cylinder #3. We suggested a replacement engine (used) be installed to repair the vehicle. It would not be cost effective to tear down the current engine to rebuild. We gave the customer an estimate for parts and labor of six thousand dollars. The customer declined any additional repairs or work. There was no charge for this repair order.
  On 3/18/2024 ****** contacted our warranty administrator to file for reimbursement of $1,549.72 based on a field action that she received in the mail.
  On 2/14/2024 a special coverage turbocharger notice was released by ******* ****** ********** ********** states; “A vehicle may come in with a ***** or turbocharger related DTCs. Following the troubleshooting chart on SI may lead to turbocharger replacement. If the troubleshooting chart does not lead to turbocharger replacement, no further action is required. Inform the customer that any additional repairs will have to be handled under customer pay”.
  ****** was told the proper form must be submitted along with the repair invoice that shows the turbocharger was replaced. ****** turned in the form along with the repair invoice that shows what work had performed in the amount of $1,549.72. This claim was denied since the turbocharger was not replaced. ****** told our warranty administrator that she was now going to file a lawsuit against Whiteside of St Clairsville.
  1. ******** claim that her car went in for service and came out with a blown engine is false. 2.The claim that her vehicle has a safety feature recall is false. 3. Her claim that we did not tell her and did not fix the issue is false. The special coverage letter was released on the day she picked up her vehicle 2/14/2024, in addition her vehicle did not have a ***** code therefore no action was needed regarding the turbocharger. 
  If ****** would like me to assist in replacing the engine I am willing to get her the best price I can as well as discounting the labor. I understand her frustration and I am willing to help get her vehicle back on the road at a lower price that $6,000.
  I am not willing to refund the $1500.00 she is requesting.
  If you need any additional information, please don’t hesitate to contact me.

  
  Thank you.
  *** * *********
  President / Dealer

  Customer Answer

  Date: 03/22/2024

  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 .
  
  Regards,
  ****** *******

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2019 ***** ********* in July Drove Truck less then a month and Transmission went out. Drove it for another Month and Engine Died They are claiming it was water related but truck has not been in water. Now I had to file an insurance claim to total the truck out.

  Business Response

  Date: 03/05/2024

  The vehicle is in the name of ***** ** ********* 2019 ********* ********* ***** *** * ***************** was purchased in July 2023, had a transmission failure in November 2023 paid for by extended service contract. January 2024 vehicle was towed into the dealership with an "engine will not turn over". Repair order #**** attached to this email explains what the technician discovered. It is clear that the damage to the vehicle due to water. 

  We have multiple pictures of the vehicle that clear shows water in the areas that the technician identified. I would be glad to send pictures if needed. The repair order for towing and diagnosis was paid by an insurance company with a credit card via telephone. 

  After reviewing the repair order if you have further questions or need additional information please don't hesitate or call or email.

  Thank you '

  Ted *** ****** / Dealer 

  Whiteside of St. Clairsville, Inc.

  Business Response

  Date: 03/05/2024

  The vehicle is in the name of ***** ** ********* 2019 ********* ********* ***** *** * ***************** was purchased in July 2023, had a transmission failure in November 2023 paid for by extended service contract. January 2024 vehicle was towed into the dealership with an "engine will not turn over". Repair order #**** attached to this email explains what the technician discovered. It is clear that the damage to the vehicle due to water. 

  We have multiple pictures of the vehicle that clear shows water in the areas that the technician identified. I would be glad to send pictures if needed. The repair order for towing and diagnosis was paid by an insurance company with a credit card via telephone. 

  After reviewing the repair order if you have further questions or need additional information please don't hesitate or call or email.

  Thank you '

  Ted *** ****** / Dealer 

  Whiteside of St. Clairsville, Inc.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I were sold a LEMON, a 2019 ***** ****** from Whiteside of St. Clairsville Ohio. We have continuous problems with the vehicle including it being in the shop multiple times for the same reasons. My wife has a heart condition and the stress of not knowing if this vehicle will leave her and our children in danger by breaking down on the freeway AGAIN, is very hard on her. Due to the strain on her heart from the stress of having to deal with extremely rude employees and attitude received from returning numerous times with this car is too much, she cant even go into Whiteside without having negative effects on her wellbeing. Starting in April 24 2023 and still ongoing currently October 5th 2023, The number of miles put on the vehicle during this period is only 13,360 miles according to the repair orders, has been in the service department 9 times, for a total of 34 days. This is the 5th time this week starting Monday with 2 visits to the service department for the same code, had to return again on wed same code told it was fixed had to turn around halfway home and return it for the same reason. Thursday morning i was told it was fixed and picked it up, less than a mile later the check engine light came on again and was returned (P1101 is the code given over and over since Aug 1st - Oct-5, each time they state they fix something else and it fixed.). My milage on the paperwork is wrong and shows 200 extra miles put on my car which was impossible and no mile change on Monday between visits to the service department, even though I drove halfway home. This whole experience has ruined my trust in this company. I am a disabled veteran, and this is a slap in the face, my family and I no longer want to have anything to do with them. I want a refund for the cost of the loan $25,867 due to this vehicle being a lemon, incompetence and inconsistent records keeping. We feel we are the victim of automobile fraud and are contacting a automobile fraud attorney.

  Business Response

  Date: 10/16/2023

  In response to the complaint filed by Mr. ***** ID ******** submitted on 10/5/2023

  I am fully aware of the problem that Mr. ******* **** ***** ****** is currently experiencing. I am in contact with my Service Manager (Shawn ****) and the technician that is working on it. Mr. **** has been in contact with Mr. ***** on Friday October 13th and explained that the codes currently in the vehicle indicate that the turbo charger needs to be replaced. Once the repairs are completed, we will road test the vehicle extensively to make sure there are no additional codes stored in the vehicle. 

  We are certainly apologizing to Mr. ***** for the situation but assure him that we will resolve his problem. 

  He also spoke with my General Manager regarding a refund. Although a refund is not an option if this does not get resolved in the Service Department, I will work with them to trade into a different vehicle of at all possible. 

  In closing, we value Mr. ******* business and want to get him his vehicle back repaired properly and as quickly as possible. If all goes as planned, I hope to have this completed by Thursday October 19th. Service Manager Shawn **** will be in contact with Mr. ***** as soon as possible. 

  To my understanding we have provided Mr. ***** with a no cost rental vehicle until his vehicle is completed. 

  Respectfully 

  *** ********* 

  Owner

  Note: I understand that complaints filed with the BBB must be responded to within 10 calendar days and this complaint was filed according to the letter on 10/5/2023. I did not receive the complaint via email until 10/11/2023.

   

  Customer Answer

  Date: 10/21/2023

  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.
  In response to the message from Whiteside filed by Ted *********. While I do appreciate the work that Whiteside has continuously done to try to make this car safe and road worthy, however the fact of the matter is, it is unfit for my wife and children to attempt travel in. I have been patiently waiting for over a week since it was dropped off last. 
  I would be willing to swap the ***** for the loner car the dealership kindly provided for us. It has been very reliable, comfortable and pleasant to drive. I would much prefer to just swap these vehicles out and try to put all of this behind us. 
  Mr. ********* stated that the hoped it would be finished by the 19th. It is 1230pm on the 21st and i have not heard anything from Whiteside employees or owner. Again this shows me that although i think they mean well, seems like they are still having issues or what else am i left to deduce. 
  I did speak to Mr. **** on the 12th of October according to my phone logs tracked on my phone. I was a pleasant exchange he did explain about the turbo needing replaced and that the owner was willing to try and work with me since i was worried about putting my family in it again after repeated issues. I did find comfort in this for a moment, thinking wow and owner is gonna get involved and do the right thing. Now i feel like I'm being pushed off until some kind of time limit passes and i can no longer get any help with this. 
  The car i was sold is junk and no sane father would continue to risk the lives of his wife and children. I don't want it,
  

  Business Response

  Date: 10/23/2023

  I have been following the repair on the 2019 ***** ****** for Mr. ***** and I agree with him that it is now time to take a different path. The vehicle definitely has an electrical issue more than we anticipated. 

  This morning I spoke with my General Sales Manager Sam ***** and the salesperson that originally took care of Mr. ***** ***** ********* to explain the service issues and take action to trade Mr. ***** out of the ***** ****** into some vehicle that is similar to his vehicle. They are working on putting together a proposal that hopefully will work in this scenario. Mr. ********* will be in contact with Mr. ***** today to discuss the proposal of trading him out of his current vehicle. 

  Thank you 

  *** ********* 

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2016 Chevrolet Cruze from Whiteside at the end of February, I took the car in to get it fixed in May it is now late August and I still don't have my car back and I'm still making payments on it. Everytime I call them I never get a straight answer to when they think it's going to be fixed

  Business Response

  Date: 08/28/2023

  The complaint filed by this customer regarding the 2016 Chevrolet Cruze is a valid complaint. We have been trying to secure an engine to replace the current engine. Due to parts issues, technician shortage we have fallen behind. Today we received conformation regarding parts to complete the repair. We apologize for any inconvenience and are committed to getting the customer's vehicle repaired as soon as possible. Our goal is to have it complete within the next two weeks. We are currently waiting on the parts to arrive. My Service Manager will contact the customer as soon as as we have a completion date. 

  Respectfully 

  Ted ********* 

  Dealer