ComplaintsforKelly Chevrolet-Cadillac Inc

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Somehow this company has my address. My address is not listed online nore is it accessible at all. So someone is giving my information out without consent.

  Business response

  10/31/2023

  This customer bought a car from us in 2017 so we do have his last address from 2017 in our database. We will put him on our "do not contact" list. 
  
  As you know, we cannot control any 3rd party vendors though.
  

  
  

  Customer response

  10/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This address is not the address used to buy said car in 2017. My address now they should not have on file. 
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,
  
  ******* ****

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2019 Hyundai Tuscon . While driving the vehicle the engine stopped . . . I could not restart the vehicle the engine just froze on me. Had the vehicle towed to the closest Hyndai dealership on January 4th. Here is when all our problems began. The dealership advised us they would begin work on the engine on January 9th. After waiting a few weeks calls where made to find out the status of the repairs. We were advised they were in touch with Hyundai and awaiting further instructions. We were also told we would have a loaner vehicle in a couple of days. Another couple weeks passed with no word from the dealership and no loaner car. Visited the dealership on January 30th. We were advised the technician who was assigned our Tuscon had failed to do any work on the car and they would have to start from scratch with a newly assigned technician. Dealership stated they had to fire this technician. Another week passed, call was made to the dealership for the status of the Tuscon repairs. Were advised they were in contact with Hyundai and waiting for further instructions, also a loaner car would be provided soon. Today, Feb. 17th visited the dealership to obtain the status of the repairs. We were advised they were still waiting word from Hyundai and had to provide additional pictures to Hyundai before work could begin. We asked to speak with the Service Manager who advised us they were still in contact with Hyundai and were most likely going to have to provide more pictures. The Service Manager told us they were short on technicians as one tech was having surgery and another just had a new baby. The Service Manager advised us that she would have never scheduled to have our Tuscon repaired there because we did not purchase the vehicle at their dealership. However, since they had already began the work they would continue. I asked if they could give us any kind of timeline when the repairs could begin. We were told they couldn’t say because they needed to get the approval from Hyundai first. So the dealership has had our Tuscon since January 4th and have yet to begin any repair work (which I believe is related to the bearing recall from Hyundai) Just a year ago we had the Tuscon to this dealership because of engine issues. The engine would not accelerate more than 20 miles per hour. The dealership told us they were advised by Hyundai to install a high pressure fuel pump which was completed to the tune of $1100.00. out of our pocket. The car seemed to run OK after this installation. Now here we are back at the dealership with a new engine problem? We appreciate your kindness in reading our concern and any help you can provide to generate the required repair. Dealership : Kelly Hyundai, 254 Pittsburg Road, Butler, Pa. 16001 Tel: ###-###-#### *** * ***** ****

  Business response

  03/03/2023

  ***** ****
  
  We are extremely apologetic for any inconvenience you may have experienced at this time. 
  
  
  We can confirm you vehicle was towed in on 1/4/23 without an appointment due to an unexpected break down. Due to high repair volume we were unable to look at your vehicle in the timeframe you anticipated. We rearranged our schedule in the shop sooner than our next available appointment for diagnosis in an attempt to expedite the diagnostic process. I do apologize for any misguiding information given on a repair timeframe. After the initial diagnosis of your vehicle, Hyundai asked for additional documentation and pictures for the diagnostics case. After working with Hyundai for approval of the failed engine, Hyundai approved the engine and the engine was ordered on 2/20/23. The engine has been on a consolidated backorder without ETA since the order was placed. We received an update that there is still no estimated time of arrival. as of 3/3/23. There was a delay in providing alternate transportation as we are experiencing a high volume of repairs at this time. The loaner vehicles are owned by the dealer and not Hyundai we reserve our loaners for our purchasing customers and are first come first serve basis.. As of 3/3/23 we were able to assist in provision of a loaner vehicle for your use during this repair.
  
  
  The vehicle had a visit 3/14/22 for a high pressure fuel pump. The vehicle is out of warranty except for the warranty extension for engine failure due to rod bearing failure. The fuel pump repair from last year is unrelated to the engine failure. 

   

  If you are asking for any type of reimbursement consideration we recommend you contact Hyundai Motor America's consumer affairs team at ###-###-#### . The warranty extension is honored by Hyundai as they are manufacturer of your vehicle. 

   

  If you need any further assistance please feel free to contact me. 
  
  
  Thank you,
  Josie M*****
  ###-###-####

  Customer response

  03/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  *** And ***** ****

   

  First of all we did have an appointment scheduled for Jan. 9th.  On Jan 30th a personal visit was made to the service department. The service employee told us that the tech. who was assigned our vehicle had neglected to begin any work on the vehicle so they had to reassign the work to a new tech.  We were told they had to fire the first tech.  Is this what they call rearranging their schedule???  Please explain to me why it took from Jan 30th to February 20th to get an approval from Hyundai.  I have been in contact with Hyundai who responded to my concern within an hour after contact.   On March 2 I have a confirmation from Hyundai that the engine had been approved for replacement and the replacement engine was enroute to Kelly Hyundai.  I was also advised by the Hyundai representative that he would contact Kelly Hyundar today about a loaner vehicle.  One hour after this contact Kelly called us to advise they had a loaner vehicle for us to pick up. 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was in an accident. Took it to Kelly Chevrolet where I bought it to get fixed. I am 1 year and two months in and I still don’t have a vehicle. Workers have been fired who tried to help me, corporate is involved and still no help. I have been lied to by there employees. And because of my first ever accident I am told it’s my fault the cars not fixed.

  Business response

  03/09/2023

  Mr. *******
  
  I would like to apologize for the delay of the repairs to your vehicle. Unfortunately parts delays played a part of this then of course the concern with the keyless transmitter not working correctly. I can understand your frustration and we appreciate your patience.
  
  Our service team was working directly with the Chevrolet Technical assistance center to identify the cause of the concern due to a lack of publication on an accurate diagnosis. Our service manager and technician have informed me that they finally were able to obtain the assistance and technical data needed to properly diagnose and repair your vehicle.  I am happy to hear your vehicle has been delivered to you in proper working order. I hope that the alternative transportation was adequate during the time your vehicle was down.
  
   We appreciate your business and look forward to seeing you again.
  
  
  
  
  Thank You,
  Thaddeus G****
  Fixed Operations Manager
  **** ***** **********
  
  

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husbands (******* *******) Kia optima sxl had a recall with the engine. Had the car towed to Mike Kelly kia on September 2, 2022. Spoke with the service department many times. They stated it takes a while to get the engine, understandable. Cory told me that at the middle/ end of October. Spoke with Cory again beginning of November, he stated the car will be done end of November, beginning of December. I have called now for 2 weeks to check the progress. No one has gotten back to me. I have left messages and called several times a day even. No one answers. I have not had a vehicle now for 3 months. I need a car for the winter. I just want to know if that is going to happen. Please help.

  Business response

  12/20/2022

  The vehicle was towed in to the dealership by a third party. The tow truck driver did leave the keys in the vehicle upon arrival and did not alert any of the staff that the vehicle had arrived. There was a delay in opening a repair order due to lack of knowledge that the vehicle had been dropped off at the store. The repair order was written and the vehicle was diagnosed. It was determined that the engine was seized and did need to be replaced. Once diagnosed, authorization for warranty was sent over to KUS for approval. Warranty coverage was granted for the repair. After the engine was ordered we received notice of backorder status. The engine arrived and was installed. The repairs were completed and the customer was contacted and informed that the vehicle was ready for pick up on 12/9; which was the day after we received this complaint. We do receive ETA's from the manufacturer, which unfortunately do change. There was some confusion as there were multiple owners on the registration card and we were corresponding with them as well as people who were not. There were instances that the owners did not completely communicate with each other. Ultimately, the vehicle has been repaired and returned to the customer.

  Customer response

  12/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******** ***********

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