ComplaintsforKendall Chevrolet GMC Buick of Eugene

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car went to the dealership for a repair back in March of 2024 and is still there as of today 7/15/2024. I am unable to get updates regarding what work is being done on my vehicle and am unable to get return phone calls or e-mails. When I initially picked my car up, after the door lock was corrected, I was told the issue of the battery overheating and the car completely losing power was no longer occurring. It then replicated as soon as I drove home and pulled into my driveway. My extended ******** is being wasted as it is time based. There is absolutely no reason why it should take 4 months to diagnose and correct an issue my car. And no reason why I should not be getting updates with what work is being done. It was also brought to my attention that whatever part is put in that does not fix the problem is then taken back out and the original part is put back in. This adds additional unnecessary wear and tear onto my car. AND I am unaware of what parts are being taken out and put back in. This whole experience has been a literal nightmare. I called again today on 7/15 and was told "they dont know how long it will take to get back to me and it will happen as soon as possible" ... I expect my car to be diagnosed and repaired and if it cannot be repaired, I expect that to be communicated to me. I also expect to be notified of work being done on my car and this point I think the parts being put into the vehicle should remain there free of charge as a courtesy for the extreme lack of communication and extensive delay in repairing the vehicle. The extra wear and tear from taking parts in and out while charging car max ******** for labor seems like a bad business practice at best and unethical at worst.

  Business response

  07/22/2024

  Kendall has investigated this matter. The reason the customer's vehicle was not returned to her sooner is because the technicians were not able to duplicate the issue despite repeated attempts. There were no repairs to be made until the issue could be duplicated, and thus no substantive updates to provide. Kendall contacted the Customer and explained the situation; the parties were able to discuss and come to a mutually agreeable solution to resolving the vehicle issues/repair. To Kendall's knowledge, there are no outstanding issues regarding this complaint. 
  

  Customer response

  07/31/2024

  This is a follow up in regards to Kendall's commentary stating the issue with my vehicle could not be duplicated. That is false. The issue was duplicated back in April which is why the vehicle was returned to the establishment for repairs. Multiple requests to speak with a manager have been left unanswered, however my service advisor has been great. My vehicle has been with Kendall automotive for MONTHS with no resolution on what is causing the issue that was in fact duplicated back in April. They installed and uninstalled multiple parts that they "thought may be causing the issue" with no resolution. It has now been two weeks with no contact or update. The last update I only received after going to the their place of business where they couldn't ignore me and was told the wiring harness was bad and they were trying to locate the part. I will be reaching out today again and requesting the work order and repair history be sent to me so I can upload it and also attempt to get an update on next steps. If my car cannot be repaired i need to know that so I can be advised on what to do next and be in touch with my warranty on trading in my car if needed.

  Business response

  08/16/2024

  The general manager reached out to the Customer to discuss her concerns. ******************** has received approval under the ****************** Contract with Carmax and will install the wiring harness upon arrival. The Customer was also provided with the general manager's direct number for any future concerns. To Kendall's knowledge, there are no outstanding issues with this complaint. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In early December I reached out to the ******************* to inquire about an Acura *** that Kendall Acura had on their lot. For members of ****** there is special pricing for new/used vehicles. On December 3, 2023, I received an email from the ******************* letting me know that someone from Kendall Acura would reach out regarding my inquiry. A few days later I received a call from a salesman, **************** at which time we scheduled an appointment for December 12th at 5:00p.m. to discuss purchasing the *** and my trade in. When purchasing vehicles through ****** the dealership is to provide the consumer the ****** Member price sheet, which was not provided to me. I became aware of the price sheet through an online customer satisfaction survey from ******, so I reached out to the **************** asking about the price sheet and was told that the ****** pricing is $2,500.00 off MSRP however, I was only given $1,200.00 off MSRP. The next day I received a call from ***************** of Kendall Acura inquiring about my purchase. Since his message I have left four voicemails on his voicemail and have emailed him once regarding the purchase and that I wanted to see the ****** Member Price Sheet. *** has never responded to my phone messages or email. I have reached out to ******************* and filed a complaint with them as well. My request is that I am provided the ****** Member Price Sheet and that I be reimbursed for any difference between the ****** pricing and what I received.

  Business response

  01/09/2024

  Kendall's Area Manager contacted the Customer and went over the transaction details with her. Customer ultimately received a larger discount than the ************** but that fact was unclear to the Customer at the time of purchase and in follow up communications. Now that a clarification has been provided, Customer is fully satisfied. To ********************'s knowledge, there is no further action to be taken on this complaint.

  Customer response

  01/10/2024

   
  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,
  
  ****************

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my new 2023 Chevrolet Bolt EUV in 2023 and in Sept, I noticed a fast charge rubber grommet missing. I showed it to the service manager who told me he'd contract Chevrolet and ask what to do. He reported back that they'd have to order an entire charging system, and to not expect it until the middle of October. When he didn't contact me, my (hearing) wife called today and was told they are on back order "indefinitely". She asked what could be done, and he said we had to wait (indefinitely). I contacted Chevrolet via their Chat system (I'm Deaf) and asked if the rubber grommet was important. They told me it was for protection (as I suspected) but that it was up to me if I kept mine or not. As of today, I have no rubber grommets on my fast charge. I only use the fast charge system at Kendall (FYI). Chevrolet suggested I contact my dealer and I explained I had and Chevrolet said there is nothing they (Chevrolet) can do. I asked if they'd extend my warranty given the potential risk without the grommet and they said I had to discuss that with my dealer.

  Customer response

  11/01/2023

  I received an email that the part needed is being shipped! I should know next week when I have an appt for the dealership to complete the work. Thank you so much for your help! Sharon 

  Customer response

  11/09/2023

  Hello, I dont recall opting out of Kendalls text system and I did leave my wifes cell number as well as my email (Im Deaf) with the Service Manager back in September. Theyve only voice called her, no texts nor emails sent of which Im aware. My wife also has no record that she received a text from Kendall.
  
  I did contact ***** Concierge a few weeks ago (dont quote me on the exact date as I dont recall, but it was in October), and they responded last week that the part needed was shipped to Kendall 10/26, and I now have an appointment 11/21 to have the damaged part replaced.
  
  Thank you, *************************
  

  
  

  Business response

  11/09/2023

  Upon receiving the Customer's complaint, ********************'s General Manager made several communication attempts to the Customer's wife (as directed in the complaint) via telephone with no answer or call-back. Kendall cannot text the Customer, as our system shows they have "opted out" of receiving texts from Kendall. The Customer was correct in stating in his complaint that the necessary charging system for his vehicle is on back-order indefinitely. Kendall understands and appreciates this is a frustrating circumstance for any vehicle owner, and is willing to offer a discount on the part when it does come in, as a customer courtesy. However, there is nothing Kendall can do to expedite the receipt of the back-ordered component for the Customer's vehicle.

  Business response

  11/20/2023

  The Customer is correct, after confirming with the service department the replacement part was delivered and the Customer's vehicle is scheduled for service tomorrow, 11/21 to remedy the issues complained of. Pending service completion, Kendall considers this complaint to be fully resolved.

  Customer response

  11/20/2023

   
  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,
  
  *************************

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Honda Civic from Kendall Honda on September 5, 2022. In January of 2023 the *** module went out. (This part controls all the computers in the car). I went to Kendall Honda on February 6, 2023 and they confirmed it was the *** module. This part is under warranty. Honda has been telling me almost every month since, that the part would be released. It has now been 7 months. In order for the battery to not drain itself, I have to unhook the battery every time I stop the car. I have a case #********. Kendall Honda and American Honda have done nothing to accommodate me. I believe they should at least give me a rental car until my car is fixed.

  Business response

  08/22/2023

  We have investigated the Customers BBB complaint related to her vehicle repair. The Customer brought her vehicle to the dealership on February 6, 2023, where Kendall confirmed it needs a Body Control Module (BCM). The part was ordered that day. The following day Kendall was notified that the part is on a National Back Order with no ETA. Kendall informed the Customer. At the end of February, the part was still on backorder with no ETA, Kendall notified the Customer. To date, ******************** still does not have an ETA. In August the service manager *********************** advised the Customer that there is not an aftermarket version, there is nothing available used, and no parts available from the manufacturer. Kendall has done everything within its power to assist the Customer, but the part delay is out of ********************* control. Kendall would be more than willing to discuss a trade-in option with the Customer, so she is in a reliable vehicle. But other than that avenue, Kendall cannot resolve the Customers vehicle issues until the part arrives.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Somebody hit and run my car. We got a hold of the people that hit us, they agreed to have their insurance pay for it. Which is progressive. They had our car sent to Kendall Chevrolet of Eugene. They took our car in for repairs June 24th. We got the car back the 15th of July. We noticed that the rear park assist was not working. We called them they said bring it back Monday it's likely something wasn't plugged in correct when they put it on. That Sunday the 17th we drove over to *******, ******. During the drive the car kept losing all power and shutting off while driving. One of the times it happen it almost caused to us to crash. So naturally we took the car back to Kendall Chevrolet and explained to them what was happening. They said it couldn't be them because that sounds like a electrical issue not body work. Even though they already admitted to not properly plugging in the parking sensors. So they finally agree to take the car back a check it out. A week goes by and we get no calls. We called twice and both times the guy handling our case was not there and they assured us it he would call back. He never did once or once has called us back to this day. We finally get a hold of someone down there after a week. They tell us the parking sensor is bad and that we need to replace it. But that they can't work on it yet because they're waiting to hear back from progressive. So we leave on our 2 week long family vacation. Not a single call from Kendall or progressive. The entire trip, we called and got the same response from Kendall. So we call progressive for an update. When we get a call back from progressive. They have not once been reached our to by Kendall Chevrolet or Eugene. They were under the impression that our car was fixed. It's now been over a month and we still don't have our car back or any answers. I just feel like neither side has any interest in helping us and that we're getting pulled through the ringer. We just want help getting our car back please

• Initial Complaint

  06/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They had me sign the loan documents without telling me the rate was based upon auto pay. I dont do auto pay. So now they are telling me my loan rate will be .5% higher. I was not told my rate was based upon auto pay.

  Business response

  06/16/2022

  We apologize for the miscommunication on the interest rate quoted.  We agreed to honor the autopay rate without using autopay.  We also agreed to a couple of other customer requests at no cost to her.  Please contact me if there are any other questions or concerns.

  Thanks,

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

  General Manager

  Kendall Auto Group

  ************ Direct

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

*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. ↩