Complaints

This profile includes complaints for Kelly Chevrolet-Cadillac Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kelly Chevrolet-Cadillac Inc

  252 Pittsburgh Rd Butler, PA 16002

• 

  Kelly Chevrolet-Cadillac Inc

  254 Pittsburgh Rd Suite B Butler, PA 16002

• 

  Kelly Chevrolet-Cadillac Inc

  1 Mary Jane Wood Drive Uniontown, PA 15401

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:11/26/2024

  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.

  On 11-4-24 I had an appointment with **** Kelly ******* to install a high pitch horn. The service department diagnosed the issue two weeks before ordered the part and set up an appointment to drop off my car on the 4th. I dropped off my car and when I picked it up the service writer told me that there was a short circuit in the low pitch horn. I thought to myself, thats funny it worked on my way there in the morning I tried it 10 times to get the sound in my head. The service writer told me that they had to order one and would call me the following week to set up a time to install it. I got my car and soon as I left the property I beeped my horn, it made the exact same sound as in the morning. I feel like I was lied to and nothing was replaced. I waited until 11-20-24 and called their parts department. I told him I needed a high pitch horn for my car, he needed the last eight of my vin number. He ran my vin and said I have that in stock. I asked if you did not have one, how long would it take to get he said 3-5 business days. Today is 11-26-24 and I have not heard one word from them. This is the second time, the first time was for a back up camera. I waited 3 weeks before I called and left a voicemail for the service department. How do you call yourself a service department and dont get back ahold of the customer for follow-up service. The service manager and or the service writer are not very good at doing their jobs. I have read the online reviews and I am not the only person who has had this issue with this terrible service department.

  Business Response

  Date: 12/10/2024

  Due to personnel changes within the **** Kelly ******* Service and ***************** our performance has not been up to our expectations, and unfortunately this holds true when it comes to customers. The lack of communication comes from team members leaving and not communicating what they were working on or who they were working with. This is not an excuse, and we take responsibility for this. The ****************** is under new management that brings experience, and the understanding of the importance in customer communication and service.
  The conjuncture with the horn is as follows: the high-end pitch horn was and is none responsive to power and therefore needs replaced. The low-end pitch horn does respond to power and produces a sound, however that sound is distorted due to a shot within the horn itself.
  The lack of communication is our responsibility, and we will make the corrections necessary to avoid further issues.
  We state behind our diagnostics of the low and high pitch horns that were conducted by one of our certified Hyundai technicians.
  This customer has been contacted and scheduled to have this work done.

• Initial Complaint

  Date:10/07/2024

  Type:Product 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.

  Took my 2020 ******* Elantra in to have work done. We have an extended Warrenty. Car is at ****** miles. Weve gotten regular oil changes since purchasing the vehicle. I dont have receipts for two of them that we got last year. Mechanic got into the engine and found sludge build up inside. Because they found sludge they say we didnt maintain the car which voids the Warrenty. They have every receipt for oil changes except two from last year. A manager at **** Kelly auto told me and my wife that ******* has an issue with their engines that cause sludge build up. My cam shaft went bad. When the cam shaft goes bad it causes metal shavings in the engine which causes sludge build up. The issues we are having with the car would have happened last year if we didnt maintain it! Cam shafts go bad very fast if the oil isnt maintained! It would have went bad last year, not now. ******* motor has told me they dont have final say on who approves the Warrenty repairs! The dealership has told me they dont have final say either! They have been lying to me for almost two months, there information changes every time I speak to someone. ******* recommends oil changes every ***** to ****** miles. When we first took it in I was missing receipts for ****** miles( 2 oil changes). Since then, the dealership has changed the mileage from ****** to ****** and now its at ****** miles. Ive had to reopen my case with ******* for an appeal twice because they closed it while I was waiting for a call back from a supervisor! Its our first brand new car ever! We take very good care of that engine! ******** faulty parts are the reason why my engine is messed up! The issues they found would not be possible on an engine with only ****** miles in less than 4 years, thats had routine oils changes and a complete engine flush! I want them to honor the ******** and stop taking advantage of their customers! I need help! Their charging me $3,000 and ******* motor and the dealership are lying to me!

  Business Response

  Date: 10/18/2024

  The vehicle was authorized for repair via the owner, has been repaired and is ready for pickup. 

  The warranty on the vehicle is provided by *********************. Our dealership can only follow the guidelines of *******'s warranty and excessive sludge build up was found during diagnostics which is a non covered condition under *******'s warranty. I would advise the customer to pick the vehicle up and send their invoice to ******* and work directly with them for possible reimbursement.  The dealership cannot authorize any repairs outside of the warranty regulations applied from the manufacturer. 

   

   

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We took my car2016 ******* ***** fe to Kelly ******* dealership with a blown engine on July 20, 2024. We have only had the car 13 month. At the time they informed us it would be a few weeks out. Around the beginning of August we were notified that the engine would be replaced by ******* and we would be responsible for new hoses. We agreed to the new the cost and was informed it would be 2-3 weeks. Around the begining of September we were expecting the car to be done. We have been borrowing friends vehichles and were told there was no loaner/rental available. We are still making payments on the car. Around the 26th of September, we once again had to reach out about our car. As was told that there was some issues with employment, people walked out on the job. We still have not been given a time frame of when the car will be done and still making payments on a car I haven't been able to drive. We would like our car repaired and returned to us. Communication has been terrible through the process. Being stranded without a car that I am paying on and have a warrenty on for over 2 months is ridiculous and poor business. Our friends and family are not able to keep letting us borrow their vehicles and I can not afford to rent a car for an unknown amount of time. We feel there are couple options.1. repair and return our car, giving us a sutable loaner car while we continue to wait for our car, and waiving the $400 cost of the new hoses.2. Replace the car with a newer car and leaving us with the same payments and time on current loan.We understand that ******* has had problems with this engine and have tried to be understanding through this process However, we need our vehicle and would appriciate better communication.

  Business Response

  Date: 10/08/2024

  To Whom it may concern. 

  I reached out to the customer regarding the situation and offered my assistance. We have agreed to work through the process and offered my assistance if needed. 

  Customer Answer

  Date: 10/08/2024

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

• Initial Complaint

  Date:09/18/2024

  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 purchased a 2022 *********. Insurance is way too high. I went to ******* ********* to trade in the car. I was informed by ******* the car had a lien on it. **** Kelly never told me this. They've yet to show proof of title to me. I can't trade it in until I get title.

  Business Response

  Date: 10/24/2024

  In response to case 22304984;  ******* ******* purchased a used 2022 Kia ***** vehicle on 8/2/2024.  This vehicle was traded into our dealership on 6/21/2024 and a payoff on the lien was due to Ally.  The payoff was completed on 7/11/2024 electronically.  Ally had a delay in applying this payment to the loan due to a transposition of the account number.  We called them several times to have this fixed because the original customer kept receiving bills.  Several phone calls were made to Ally to get this resolved.  By the time we received the title from Ally, we were past the ********************************************* ******* to get her registration completed online.  We communicated the problem several times to Ms. ******* and her daughter.  The day we received the title in house, we turned around and sent Ms. ********* registration to Penndot.  Penndot has a 6-8 week backup on processing manual registrations.  I have no way of changing that.
  
  It is common that if a customer trades in a vehicle that has a payoff that it takes 3-4 weeks for us to receive the title inhouse.  If that vehicle is sold within that time period, it is very likely that the new registration will go up manually to Penndot and will be in that 6-8 week backup.  This is no different at any other dealership selling used cars and that is why so many have to be sent up manually causing the 6-8 week backup at Penndot.  I am a proponent of Penndot increasing the electronic filing period to 30 days to reduce some of these manual cases.  
  
  We have done everything we could for Ms. ******* to receive her registration at this point in time.
  ******** **********
  Controller
  **** Kelly Automotive

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a brand new 2023 *** ******** Later, we heard rattling from the wheel *****. **** Kelly Automotive was unable to diagnose the problem. Eventually, it was discovered that the plastic wheel well liner was loose during another warranty repair at another dealer, and the the plastic screws were replaced. Later, a part of the door handle fell off the vehicle after it had been repaired by another dealer under warranty. We filed a claim with *** and they tried to reach out to **** Kelly Automotive to schedule an appointment. That was approximately 21 days ago. The last communication that we received from *** is that they had not heard back from **** Kelly Automotive, who is their own dealer.

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On March 22nd 2024, I got a loan on a 2016 Jeep Cherokee from Kelly Chevrolet- Cadillac dealership. I got to drive the car for a day before the check engine light came on. I contacted my sales person about the issue. He told me to bring it in the following week to get serviced. When I brought it in the following week, they gave me a loaner car to use while my car was in the shop. My car was then in the shop for the next 3 months. I finally got my car back this past Friday. When I picked my car up, it was almost completely out of gas (when I brought it to them, it was at least a half tank of gas). When I asked the service people if they could put gas in my car, they told me that the people with the credit cards to pay for gas had already left for the day. They told me to come back the next day and that they would fill my car back up. So I headed back up there the following day, and the check engine light came BACK on with it saying “service transmission”. So I made it back up there and they had to keep my car again! They told me that the manager would call me the following Monday. So this last Monday, the manager called and said that there wasn’t anything they could do because they didn’t have any cars around the same price as my car. I asked if they could come down on a price of another car and the manager told me that I would have to make an appointment to come in to talk to him about it.

  Business Response

  Date: 07/08/2024

  Ms. ****** will be meeting with me on Friday, July 12th to determine if she wants to trade out of this vehicle due to the time it has taken to repair sufficiently or if we can continue to accommodate her with a loaner until adequate diagnosis are make and repairs completed at a Jeep facility.   

  Brent G*****

  Sales Manager

  Customer Answer

  Date: 07/09/2024

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

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  3/11/2024 Took my car to have the parking brake reset all needed done was put on the diagnostic tool they wanted to charge me over $2000 for new calipers in which I already put a brand new one right from the ********** factory in return told them it just needs reset but they wanted me to spend the money to put new ones on. they charged me $179 to tell me that it needed over $2000 worth of work .. not to mention the gas money to drive there.. which I took it to another garage. They put it on the computer scanner and it fixed it for ***** . I WILL NOT be returning to that garage again!

• Initial Complaint

  Date:11/09/2023

  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 purchased a 2022 Nissan Pathfinder in October 2021 from Montgomeryville Nissan. The car was registered and insured in both my wife and my names. The car was inspected and fine the following year as well. Fast forward to 2023. The car was due registration and inspection so I went online to PennDot as I always do to pay for the new registration. PennDot could not find the registration so I reached out to Nissan for assistance. They researched and found a dealership in Pittsburgh somehow gave my plate to another car rendering mine "dead." The sales manager at Nissan reached out to the dealership in question and asked if they could pay for a rental car for me until this is resolved with PennDot (3-4 weeks). Mike Kelly Dealership is refusing to pay for a rental car in the mean time. They did say they would pay for any fines I incur if I get pulled over for bad tags. I feel I should not have to worry about getting pulled over and explaining to a police officer that my car has dead tags, bad registration and out of inspection.

  Business Response

  Date: 11/10/2023

  An error was made by our title clerk when registering a customers license plate.  This error caused Mr. ********'s license plate to be transferred to our customer.  We caught the error and submitted for the corrections to PennDot in May.  However, PennDot only completed part of the correction.  They fixed our customers license plate but didn't return the plate to Mr. ********.  We offered to submit the corrections again, however his dealership advised us that they are submitting the correction to Penndot.  We have offered to compensate Mr. ******** if he receives any fines as a result.  We would even reimburse him the cost of a new plate if he wished to have that issued at the other dealer or a Penndot Messenger Service.  I don't believe it is necessary for a rental vehicle to be supplied or reimbursed.

• Initial Complaint

  Date:11/09/2023

  Type:Product 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 purchased a 2023 Kia Forte LXS from Mike Kelly Kia on 8/28 2023. I had recently had my vehicle total so I was looking to buy a new one. They did not have inventory on the model of Kia I originated but in order to get me a new vehicle they offered me a demo model they had. It was never titled so I was assured it was a good deal and it came with all the manufacturers warranties for a new vehicle. The vehicle had just been detailed and inspected so I agreed to this. I purchased the vehicle and all seemed good but after signing the papers later that week I noticed a scratch in the passenger side door that had to be prior damage. This caused me to inspect the vehicle further and I found paint chipping on the edge of two doors and the hood. I had purchased the paint warranty at the recommendation of the dealership so I contacted them expecting it to be covered. I went up they took pictures then it took weeks before they told me it wasn't covered. They said paint warranty only covered environmental damage which is not in line with what the Kia warranty book states. I then asked if since this was prior damage that wasn't disclosed they could handle it. I was told the sales manager would get back to me. I kept checking in every week for almost two months before finally I was asked to come in for an estimate. Once I had the estimate I was told they would only cover that the cost meaning I would have to pay almost 900 out of pocket. I was obviously not satisfied with this response especially after waiting months for a resolution. This entire time I was dealing with the salesman who sold the vehicle because the sales manager would not reach out to me himself even though I was told several times he would. I asked my salesperson to have the manager speak with me but still heard nothing. I informed him that I would be filing a complaint unless I heard from him. It has been almost a week since then so I'm hoping that this will finally get a satisfactory resolution.

  Business Response

  Date: 11/09/2023

  We are currently working with Mr. **** and all issues associated with the complaint are being handled to his satisfaction. Please respond if you have any further questions or concerns.

  Thank You,

  Steve A****

  General Sales Manager 

  Mike Kelly Kia

• Initial Complaint

  Date:11/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 5/6/23 I purchased a 2023 Outlander which took over 5 hours of waiting to sign the paperwork. I then had to return on 5/15 to resign all of the documents as they put the incorrect VIN on all my paperwork. Let me add as well that I asked that they do my loan through PNC and not run my credit anywhere else. I received 12 inquiries that day to only go through PNC, the bank I asked to go through. On 6/28 my windshield had a crack in it (stress crack) I took it to Mike K**** on 7/8 after going to Safelite who said the dealership needed to replace it. I texted him photos and date it happened after meeting with him. 7/11 asked for update and was told to call service who told me to go to Safelite. Let Mike know and he told me to ask for Denise. 7/12 I had to go back to the dealership for Denise to take photos. On 8/3 I had regular maintenance done oil change and tire rotation and was told they still had no update about my windshield. Just found out this is when they ordered the parts. 8/17 my car was taken in to have the windshield replaced but then I received a call that it was defective. 9/7 Windshield was replaced but they were unable to calibrate. I was told they would need to call a specialist that does Mitsubishi. I never heard back so I kept calling as my car was not calibrated and then reached out to Mike who once again passed it to someone else. On 10/11 I dropped my car off not knowing when I would get it back. I received no updates or answers. I received my car back on the evening of 11/8 and it still isn't right. Mike K**** refuses to give me the information I ask for and they have been the absolute worst company I have ever dealt with. This is just a brief synopsis of the many issues and headaches I have been dealing with since purchasing a vehicle here. I've had a brand new car for 6 months and have been dealing with issues for 5 months. To have a brand new car with so many issues is ridiculous. I've spent countless time dealing with this.