ComplaintsforJohn Sauder Buick/Pontiac/Chevrolet

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a preowned 2014 Chevrolet ******* from John Sauder’s of Ephrata on April 13th 2022. Beginning in June to present, I began having serious issues with the car including but not limited to: check engine light, reduced gas mileage, rod knocking in the engine, stalling out while driving, lurching/shaking during idle, refusing to start, and more. I have taken it into the dealership to be repaired a total of 3 times. They have replaced my timing chain, unclogged my fuel lines of carbon build up, replaced my radiator and radiator hose, replaced my fuel pump, and have replaced my catalytic converter. The car is still faulty with a check engine light, it shakes and shudders while driving and at idle, the engine makes a machine gun noise when being run, and now the vehicle’s gas pedal, brake pedal, and steering wheel seize up and stop working in the middle of driving it. I have asked to return the vehicle but am told all I can do is continue to keep taking it back for repairs. I’m scared to be in it. This car was sold to me with pre-existing issues despite their “highest quality” guarantee for preowned vehicles and it has caused me to miss work, doctor’s appointments, job interviews, and has caused tremendous emotional distress.

  Business response

  09/01/2022

  Our Service Manager tried to reach out to the customer several times to discuss if there are any further issues with the vehicle she has neglected to call me back.  Latest attempt to reach out to the customer was in the afternoon on 8/29/2022. 
  
  The customer is correct that there were numerous issues with the vehicle and Sauder’s has done all that they can to assist this customer in regards to the drivability of the vehicle.
  
  -Mileage 109801, vehicle returned to the dealership, verified issues with timing chains and clogged ports in the intake manifold.  Dealer performed repairs and customer was not charged for any repairs and was provided a loaner while in for service.
  
  -Mileage 110215, vehicle returned for check engine light and found faulty high pressure fuel pump. We also found leaking radiator when vehicle arrived, could clearly see was fresh damage and not defect.  For customer satisfaction we covered the repairs and replaced the radiator and the customers extended warranty paid for the high pressure fuel pump, customer was again provided a loaner while the vehicle was in for service.  Customer returned the loaner with no fuel and was returned in poor condition as compared to how was given to them.
  
  -Mileage 110886 vehicle returned for replacement of the catalytic converter.  The converter was not a covered item by GM or the extended service contract, however, again for customer satisfaction, we replaced the converter at no charge and we provided the customer with a loaner vehicle, which again was returned to the dealer with no fuel and was in poor condition compared to how it was given to them.
  
  -Mileage 112670 customer called in and complained there were more issues and said vehicle had to be towed in.  Dealer towed vehicle in at no cost to the customer and gave the customer a loaner vehicle again while vehicle was down.  When vehicle arrived at dealership, vehicle was completely empty of fuel and we had to add fuel to get the vehicle started.  We could not duplicate any concerns, but with complaints of gas pedal, brake pedal and steering wheel seizing up could happen if the vehicle shuts down when vehicle runs out of fuel.  On this visit the customer stated she wanted the vehicle bought back and was explained to her that she would need to discuss trade out options or possibilities with the sales manager.  During the technicians check out of the vehicle there were no codes in the computer.  We did however check her oil and found was low and that the vehicle was consuming oil. We found the engines piston rings were stuck causing oil consumption. Once again, we performed a major repair to the vehicle replacing the pistons and rings, and did not charge the customer for any repairs, including the fuel we had to put in the vehicle to check it out and drive it.  She picked up the vehicle, and again the loaner was empty of fuel and returned very dirty. This repair was initiated before her BBB submission, and should have corrected all of her concerns.  The customer has not called in to state any further issues were present or they were still experiencing issues. 
  
  With all above said, the staff at both dealerships have been nothing but helpful and transparent assisting this customer in every which way we could.  The dealership went above and beyond repairing this vehicle and trying to keep the customer inconvenienced as little as possible.  We did sell the customer a used vehicle, and sometimes repairs or breakdowns happen.  We have tried our best to make her as happy as we could and keep her vehicle running for her.  If she is continuing to have issues, she has not called in or returned the service managers calls. 

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