ComplaintsforBush Auto Place

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brake on our vehicle were done in 2020. It has had a squealing issue and had to be brought in for 3-4 times to this dealership to fix (and charged for each time). The issue persisted and was taken to another dealership who determined the brakes were installed incorrectly (upside down and on the wrong side of the vehicle). New dealership said only way to fix brakes to make them stop squealing was to replace them. I asked the dealerships to talk and that never occurred. After lots of back and forth, the dealership said they would replace the brakes (rotors and brake pads). It took 3.5 months and lots of messages and phone calls to finally get this scheduled. Once schedule, they determined that they were no longer replacing the brakes as they did not squeak, but were also not lubricated and blamed the GM factory brake pads for being squeaking for them They also said it was impossible that they were installed incorrectly. I asked them to get in contact with the other ******** dealership with me on the call. They did and agree, talked to service manager and still did nothing, even after agreeing to replace the brakes. After them having my vehicle I was told it was cost about $1,100 to replace the brakes. I was very clear that this was not an acceptable outcome and not what was discussed and agreed upon. They never even called me back or let me know when I would be getting my vehicle back. I would have never waited that long and driving with a squeaky vehicle, would have never agreed to take it back to the incompetent technicians, especially based on the outcome. Seems retaliatory in nature and that they had NO real intention to fix the issue, but just wanted to give me the run around. Would never recommend this place for service. I asked on multiple occasions if I could get the work done at another dealership and they work it out with them as it could have been done sooner.

  Business response

  12/28/2023

  To whom it may concern,
  On the 8th of September 2023 at approximately 4:22 pm, I spoke with ********* ***** about her brakes.  She sent to me copies of the invoice and quote from another dealer that she wanted to have paid by us.  The other dealer alleged we installed non-factory parts but were in good condition.  They suggested replacing the front pads and rotors to deter the noise.  That invoice from the other dealer is dated 08/24/23. She visited the other dealer on the 6th of September also. 
  On record at our dealership are 7 visits from Kassandra Bates.  Of those visits I am listing the brake visits.
  On 11/13/20, RO# ******* 51,480 miles we replaced the front and rear brake pads and rotors.
  On 06/29/21, RO# ******* 56,586 miles customer states when backing up and turning wheel to the right it makes a scraping noise.  Turned out to be the wheel liner.
  On 09/01/21, RO# ******* 58,548 miles customer states brake diag, squeak when using.  We test drove, found the noise in rear brakes, cleaned and lubed the pins and test drove again, no more noise.  Lubed the slide pins on caliper.
  Then nothing for 2 years.
  The customer and I (Tim) spoke over the phone about trying to find a solution to getting her brake noise diagnosed and repaired if needed.  She stated she had it inspected in ********* **** and was told the brakes were installed upside down and backwards.  She stated it had been weeks since she heard anything and wanted to get this resolved.  She asked if we would pay for another dealer in Columbus, Oh for her brakes to be replaced since she no longer lived in Wilmington.  I explained that we should have the first reasonable opportunity to look over the vehicle and that we would not be paying another dealer to perform a brake job on her vehicle.  She stated she could bring the vehicle to us but would need alternate transportation.  I apologized and explained we did not have alternate transportation available and asked if she could bring the vehicle to us and wait while we inspected the brakes.  She declined, stating that she didn’t want to wait while we performed our inspection.  I attempted resolution by offering to provide pick-up and drop off services but again the customer stated she did not have alternate transportation options.
                  After several weeks, the customer agreed to let us pick up her vehicle and bring it back to the dealer for an inspection, which we found on the inspection date of December 19, 2023.  Per our inspection notes, we found the front brake pads, which we installed new in November 2020, were installed properly and had 7mm of brake pad life remaining.  The test drive showed no signs of brake noise or any abnormal brake performance.  For this attempt at resolution, we exhausted over 6 hours over the two days of one of our own employees in just drive time between Bush Auto Place and her location, plus approximately one and one-half hours performing our inspection.
                  We called the customer and explained our findings and returned the vehicle to her the following day, December 20, 2023.
  Tim H*******
  Fixed Operations Director
  Bush Auto Place
  1850 Rombach Ave.
  Wilmington, Ohio 45177
  
  
  I (Angi) never told the customer we would replace.  I told the customer I would not do anything without looking at it.  I have more dates and information I can provide as well as photos.
  Angi H*****
  Service Manager
  Bush Auto Place

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a **** *** ****** from Bush Auto Place on 6/6/2022 Within 3 weeks of owning it the car was consuming and burning oil, took the car in within the first 30 days and was told it needed a new engine, I paid for the Lifetime Power Train Warranty, the car has now had 3 different engines in it. Was told it was going to be a new engine but they are all used, junk yard engines. Still consuming oil, censors have been bad, bolts were not put back in after engine replacements. I have had 7 rental cars, I have had to leave work to return rental cars when they need them back. Now being told to get a new engine I will have to pay out of pocket, even with having the lifetime warranty

  Business response

  06/23/2023

  We traded **** ****** *** for a **** car on March 9th. this case should have been closed.

  Sorry i did not realize we had not responded.

  Mark Bush

  Bush Auto Place

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