ComplaintsforFrederick Chevrolet Cadillac, Inc.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Vehicle emissions exemption. They said by a DOT scale is over 5K limit. Some wrong numbers given me, initially. From 6/2/22 to 8/3/23(date of service the vehicle in 14 months had 3084 miles. They wont return calls , when I call there in meetings or not there

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Car taken in due to stalling and noise when turning left. Tech stated that transmission was bad and I needed a new one. They made a choice to install a used transmission and I was told if I had problems with it they would address it. After replacement, I drove the car home and it stalled within 10 mins. I immediately returned the car to the dealership. They kept the car several days and said they couldn't get it to stall, it was a fluke and I needed to pick it up. From this point on, the car was unreliable and would stall often whenever I drove it more than 10 or 15 mins. I rented vehicles from enterprise and ultimately purchased another vehicle. I took it to another dealer who said that the transmission is bad and they don't believe that it was ever replaced. The car is too unreliable to drive or sell. I talked to *******, the general manager, and was told that I would get a call back. I have tried 8 times in the last month to reach him or another manager and get a response fron reception that they will respond but never get a callback. I am shocked at their level of unprofessionalism. My only ask is for them to fix the transmission properly as I shouldn't have to pay again for bad equipment. Its impossible that this is due to my wear and tear. I haven't driven the car much since the repair.

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 2/24/2021 Frederick Chevrolet of Lebanon, PA installed a faulty part on my mother's vehicle. I have Power of Attorney to act on her behalf and to manage her finances. We did not learn of the problem with the part until the vehicle was inspected on 3/10/2022 at ******** in Camp Hill, PA. The faulty part was a right, front upper ball joint. In order to pass inspection, it had to be replaced. There were only 560 miles put on the vehicle between the service at Frederick Chevrolet and the inspection at ********. I took the faulty part to the parts department manager, Matt, at Frederick Chevrolet. He promised me a refund that he was going to obtain from his parts dealer. Since March, I called and called and called numerous times. I usually had to leave messages that were never returned. On the rare occasion that I got a person on the phone, I was assured that Matt was still working on obtaining the refund of $458.22 from his parts supplier. The refund was supposed to consist of the cost of the part, the alignment that is always required when replacing said part, the labor costs and the sales tax. It has been almost 5 months since I was promised a resolution. Supporting documents in the form of the 2 invoices are attached. Please help me resolve this complaint against Frederick Chevrolet in Lebanon PA. Thank you. ******************************

  Business response

  08/25/2022

  To whom it may concern, 
  In regards to this complaint, the consumer complaint was for a part and labor warranty that was performed at another repair shop. The original repair was performed by Frederick Chevrolet on 2/24/21. The vehicle then was in a locally owned shop or PA Safety Inspection and the part we had replaced failed due to defect in part. The customer paid the shop for the repairs and then after repairs were completed and finished they contacted Frederick Chevrolet. When Matthew W*** the Parts and Service Director spoke to the customer, he stated we would work with our local ******* Auto Parts Representative to make a warranty claim. The representative with ******* set us up to be able to process and warranty claim. We submitted the claim and received $150 dollars from ******* Auto Parts towards the total claim of $538.45. ******* Auto Parts only covered the labor of the installation of the part at $75.00 per hour and referred to ******* for labor times which is 2 hours for a total reimbursement of $150.00, Matthew reached out again to the ******* Auto Parts representative to see if they can get any more reimbursement. As of 8/10/22 Frederick Chevrolet has not heard of any additional reimbursement. Frederick Chevrolet will be mailing a check for $150 which we received from *******. ******* Auto representative stated he can not guarantee we will receive additional funding. When this process is done before the repair the normal course of action is we receive the part from the supplier at no charge and they return the defective part to the manufacturer. Frederick Chevrolet currently has the defective part but ******* Auto representative stated that will not matter in this case. Frederick Chevrolet did not perform the second repair and we only attempted to assist the customer in obtaining some money back from them. 
  Thank you, 
  Frederick Chevrolet. 
  
  

  Customer response

  09/06/2022

  Response to Frederick Chevrolet's response to claim number ********: 
  1. The faulty part was installed at Frederick Chevrolet, not at another repair shop as stated in the first sentence of their response. 
  2. Frederick Chevrolet did not respond to the part of my complaint about not responding to my numerous calls and voice mails. This was over a period of 5 or 6 months. 
  3. If they wanted to do the ethical thing for their customer, Frederick Chevrolet should have provided the full refund immediately and then worked with their parts supplier for their own compensation. 
  4. It makes no sense that the parts dealer would only cover labor for the installation at a reduced rate but provide nothing for the defective part that they should have returned to the manufacturer to obtain their refund. Counting the alignment cost made necessary by removing and installing the ball joint, actual labor cost was $208.27, not $150. According to Matt at Frederick, the supplier doesn't even want the part. It is unethical not to provide compensation to the garage or to the end-consumer for a faulty part that could not pass the next inspection. The part itself was all but $224, not including sales tax. 
  5. The technician who installed the defective part at Frederick should have noticed the defect, so Frederick is partly to blame for this issue. 
  6. Frederick is attempting to escape responsibility by even mentioning the fact that they didn't perform the second repair. That should have no bearing on this case. The defective part was returned to them as evidence and they were the ones who installed it on the vehicle in the first place. 
  7. It would be impossible for the owner of the vehicle to know the part was faulty until the problem presented itself at inspection or a vehicle breakdown. Also, the owner of the affected vehicle could not be expected to tow the vehicle back to the original installer and then do without said vehicle for an indeterminate of time. (Owner had moved an hour away from the Frederick Chevrolet location.) 
  8. Frederick Chevrolet has not made a concerted effort to resolve this complaint through the parts dealer. It appears as if they only made 2 or 3 calls to the supplier over a period of many months. This is not acceptable customer service, nor is it ethical. 
  9. I truly believe I am within my rights to expect and to receive a better resolution to this consumer 
  complaint. 
  

  Regards, 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My truck went into their shop back in January 2022, due to a def system computer glitch with only 10,500 miles on it. Required a *** tank and sensor. I kept being told by them and chevy that def tank and sensor was on indefinite back order. After 4 weeks of continued pressure, I sold the truck back to Fredericks, which is where I bought it brand new, with the promise that i'd see a new truck in up to 16 weeks if I'd order a new one. Within a week of selling it back to them, The truck was found to be fixed ( parts showed up to fix it) and it was up for sale on their lot, with no contact to me to see about getting me back in it. I contacted the salesman when I saw the truck up for sale, so see if they had fixed it, and he admitted that it was completed and up for sale. It now 6 weeks since the order of the new truck, with no acceptance from chevy of the order yet, and no production date, and my truck was sold by the dealership before I could make a deal with them about getting back into it. It has been 3 months since i've had to park my truck, and still have no truck. There has been a lack of communication from the dealership. 5 weeks after I ordered my truck, I found out from the general manager at Fredericks, that there was a constraint on the one package (*** sports package) I ordered, but it was never communicated to me, instead letting the order go, while they knew that I needed a truck.

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