ComplaintsforBowser Automotive Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car for ~$14,000 from them. 3 months into using the car (January) it required major repairs which were covered under warranty. Now (June) I take it in for repairs again after the issues returned same as before but less severe. They are requesting $3,000 just to dismantle the engine to see if they can find what's wrong. They state there will be additional charges after that of an unknown amount. The car has had a rough idle both times and the first time the engine had flooded with oil. Now they are saying there is a cylinder issue. In my opinion the cylinder issue could be directly the cause for the engine flooding in the first place. I believe they didn't actually repair my vehicle and instead cleaned the parts out to return to me without solving the underlying issue. They offered a trade in value of $1,500 due to the damage to the vehicle.

  Business response

  06/06/2024

  Our General Manager has reached out to the customer and explained that the dealership will put a used engine in her vehicle at no cost to her. She was amenable to this and stated she was appreciative. 

  Customer response

  06/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a 2022 Lincoln on January 3, 2023 and haven’t gotten the title or plate. The temp plate is dead and the title department won’t return my calls.

  Business response

  03/13/2024

  We sincerely apologize that there has been such a delay with getting your plate and registration information. Unfortunately, mistakes happend and we take responsibilty for the delays. Due to some changes in registration and titling (going from personal to personal and company) as well as needing the proper insurance card information; there were delays in processing the paperwork with the state of West Virginia. However, our team has submitted all the proper documentation and you should receive your registration and plate within 7-14 business days. 

  Should you have further concerns, please reach out to our General Sales Manager, David R**** ** ************ ********* **** and he will be more than happy to review what occurred. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the GV70 and paid all the doc fees requested by the dealer. Recently we found out that the Make on the Vehicle registration is GENERAL, and not GENESIS. Kindly we ask for this mistake to be corrected.

  Business response

  03/08/2024

  We do apologize for the error. We've contacted our Finance Director and Title Clerk so they can work on getting this corrected. We will have someone reach out to the customer as well to discuss.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started doing business with Bowser in 2010 when I bought my first car. Since then I brought 5+ other car sales to them. In April 2023 I purchase a $50k vehicle from them. It was a bad deal. Plus they lied and said they’d give me a loaner vehicle for general maintenance since I live so far. They haven’t kept that promise. The issue now is that the chrome on the side of my vehicle has come off because the clips were faulty. Dave R*** promised they’d fix it and we are now going into 1 year of my driving a 2023 vehicle that looks like it’s been in an accident. Dave R*** won’t respond to me anymore. I just want them to take the car back if they aren’t going to fix the chrome.

  Business response

  02/02/2024

  The customer was in contact with Mr. R*** regarding needed a part for her vehicle and Mr. R*** contacted our collision center to order the part and schedule a time for the customer to come in when the part arrived. This is the first that Mr. R*** is hearing that no one contacted the customer regarding her not being notified whether or not the part had arrived. At this time, Mr. R*** will contact the collision center to find out what the status is and have them contact the customer directly as they are the department who would be handling the repairs. 

  Customer response

  02/02/2024

  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.  The business submitted false statements to BBB that they were unaware of this matter although I have evidence to show they have been aware for over 6 months. The business called me today and I provided the information requested. However my vehicle still is not fixed at this time and the business has not scheduled to do so. Therefore the matter is still open and should not be closed with the BBB. Considering that this issue has been ongoing for more than 6 months and the business has demonstrated a willingness to submit false statements to the BBB the complaint should remain open until the business resolves the matter. Simply calling the customer back does not constitute resolving the issue. 

  
  Regards,
  
  ******* ******

  Business response

  02/02/2024

  We understand the customer's feelings that the issue is not resolved until her vehicle is repaired. Our collision center team is working to get the parts needed and will stay in contact with the customer throughout the process. 

  Customer response

  02/05/2024

  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.
  
  Customer is noting the record that the issue is still unresolved and the business has not scheduled to resolve the issues with the customer. 
  
  Regards,
  ******* ******

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-6-2023 I took my car to Bowser Hyundai, in the process, the service department destroyed my remote starter system. I took it back two times and I still have an inferior system to what was destroyed. The service manager stated that they would do nothing further, then he proceeded to order me off the property and not to ever return. I have purchased 2 vechiles from them and I feel restitution should equal what was destroyed.

  Business response

  11/08/2023

  We're very sorry that this has been *** *********** experience at Bowser Hyundai. Our team did take responsibility for the aftermarket remote start and replaced it with a new one at our expense. Unfortunately, the new system did not have the same exact features as the old system but the old system that was in *** *********** vehicle was not being produced anymore so we could not place an identical one in the vehicle. We did replace it with the most comparable system that was available. The feature that he had called to inform us was not working was never a feature that was available on a Hyundai vehicle nor was it one in the aftermarket system.

  The additional visit where the horn was not working and the panic button as well, our team admits they missed and the vehicle was sent to our partner to have that feature enabled, which they did. The customer did ask about an upgraded system that would be able to be fully controlled from a smart phone function and that system was quoted to him at $1,000. Our service manager explained to him that his vehicle did not have a smart phone type system and that the system he did have was controlled by a key fob and that we had replaced his system with what was in the feature prior. The year vehicle *** ********* has was never equipped to have a smart phone controlled remote start. This ability came in later model Hyundais. Our service manager reached out numerous times to get the remaining issues taken care of and *** ********* did explain his wife was experiencing health issues. Our team was never dodging his phone calls or ignoring him. *** ********* also asked about how he would go about purchasing an extended warranty and that's when our service manager directed him to our our finance team who would be able to assist him with that as our service departments do not sell warranties. We continued to work with *** ********* on the defrosting issue but each time our team examined the vehicle, the function was working properly. If we are not able to duplicate the issue, we can not assess what the fix would be. We understand this is very frustrating, it has been frustrating for us as *** ********* has been very irate each time he visits and continues to cuss and swear at our staff. 

  We are doing our best to assist *** ********* and will continue to do so, but we ask that he have patience as we try to asses the vehicle issues he comes in for and to please not curse at our staff as they are only trying to help.

  Customer response

  11/08/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ****** *********

       Please know that Bowser's service department damaged the remote starter system that We purchased through Bowser. It was installed on both of my vehicles before I took delivery. I don't want to hear that Hyundai never had that type of remote starter. It is the one that Bowser sold me and my wife, not once, but two times.

          As far as my being irate; When, on 7-6-2023, they ruined my remote starter, they never told me it was damaged. I got my car home on that day, 7-6-23, and found out that my keyfobs didn't work, also there was debris on my floor mats and wires hanging underneath the dashboard. I called, Austin at Bowser and he told me to bring it up the next day and they would re-program the keyfobs. He said about 15 minutes to fix. 

           Two hours and 45 minutes later, they pulled my car out of service and told me that the sedcurity update recall that they preformed must have disabled the keyfobs. It was about 2 weeks later, they told me that when they repaired the steering problem, the remote starter got shorted out. They said they would replace it and because technology was better ten years later it would be a better system.

        Every time that I was at Bowser's service department all verbal comunications were done standing in the service area. Not once did they sit down with me in an office and discuss the replacement.. 

           All we want is an equal to what Bowser destroyed. Every time that I said about the rear window defroster feature, they kept saying "That's not going to happen"

         As far as te last visit, when they enabled the horn feature, when I went to get the car, I waited half an hour to talk with Austin to show him the quote of the remote starter system that was at least more comprable to what was destroyed. Ryan, the service manager came out where I was waiting and asked what I wanted, he took the papers from my hand and didn't take but ten seconds to look at them and said that you got all you are going to get, When I tried to protest he said get out of here and you are not welcomed back. 

      As you can see by one of the attachments that my cost for a replacement system is $499.00. The service manager didn't even look at that page. Bowser Hyundai cares nothing about damaging someone's vehicle and making proper restoration. 

   

   

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed here per salesman at bowser nick who sold me the car 2 years ago .less than 3 months the car needed a new transmission I was told a new transmission was put into this car . A year later I’m told my car needs a new catalytic converter I get that piece check engine light was still on so I had the car towed to nissan bowser they said it was due to the ECM drove 4 miles and car did exact same thing . I had it towed back after speaking with shop . 4 days later I called was told my car wasn’t there after being on hold they found it . I called back 2 days later was told they hadn’t looked yet . A week later Nick ( salesman ) called was told it’s the catalytic converter. I called was told a new catalytic converter was put in 5-20-23 he asked me to send the receipt I did once again no one called me . 3 weeks into them having my car I was told they couldn’t contact the person at muffler master who put in catalytic converter I asked why when I put in the code a totally different issue is coming up I was told now that original code is gone and now these other 2 are coming up and it’s due to the catalytic converter . I was able to speak with the owner of master muffler he gave me additional information and papers I took it to Nissan and now they are telling me it is a manifold that is over 1,000 and they had my car for 4 weeks . They cannot explain to me where the original code went and why I was told it was a catalytic converter until I proved I already had that done .

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had told them numerous times about a issue of my car giving off black smoke only when you first start in the morning an the motor sounds like it is rapping. they kept it overnight to change my radio and was supposed to check it for that issue then and never did. Previously I called because my gas tank is popping all the time, we told them prior and this time we work until 4 pm and we can not drop it off due to this is our only car. They made the appointment for Oct 24th at 4:30. They called us back in said they recommend dropping it off sooner and it could take up to 14 days to find out what the issue is. Still refusing a loaner car. We told them yet again this is the only car we have and need to get to work and back and they still refuse. They only said they recommend not to drive it as much. We have no choice if is the only car we have. I have emailed they to advise of the concern that they do not want to help the customer and still no reponse.

  Business response

  10/05/2023

  Based on our records, the customer's issue in this complaint dates back to last Spring. The customer has been to our service department a few times since then and this issue has not been brought up again at any of those subsequent visits, however, we want to work with the customer to assist them.  The customer came to an evening appointment and the technician that checked it over was not able to duplicate the customer's concern and the vehicle was functioning as normal at that time. The customer was asked to leave the vehicle with our technician for further diagnosis and customer declined at that time. Without any type of diagnosis and technician not seeing any issues to move forward with a diagnosis; we were unable to assist at that time. Our service department was under different management at the time and we cannot speak to why a loaner vehicle was not able to be provided. Loaner vehicles are provided based on availability and it's likely we did not have one available then. Our current service manager, Ryan, would love to assist the customer by getting the vehicle back into our service department to be evaluated and will do his best to provide a loaner vehicle if that's possible. Ryan should be reaching out to the customer.

  Customer response

  10/17/2023

  Complaint Type:
  Repair Issues
  
  

  select
  Problem:
  

  I recently filed a complain with your department on the company and they said the manager would reach out to work with us and I have never heard anything from them. in addition to all the other issues we are having with the car and the company my remote starter is not work either. There are too many issues to resolve in a couple hours with them. I have an appointment Oct 24th at 4:30 and they expect me to drop it off but that is not a option, this is the only car we have and need it for work. Not to mention the lies that we never told them prior about the car smoking. We have told them every time we went in since we got the car and just recently stopped getting my oil changes there. We dealt with Chad in Service and he seems to just ignore everything with not a care to us the customer. All I want is the issues corrected and to do so they need to keep the car overnight so we would need a loaner. Someone needs to be on our side. We are not unreasonable people we just want this fixed due to I travel with my grandchildren in this car.
  
  
  Desired Resolution:
  Repair

  Business response

  10/18/2023

  Unfortunately, the time needed to properly diagnose the issue with the customer's vehicle cannot happen in a short period of time. We understand that to leave the vehicle for a long period of time is an inconvience and regarding providing a rental vehicle, Hyundai only approves the vehicle loan when the issue is identified as warranty issue. Without being able to diagnose the issue and identify an warranty issue, we are not able to loaner a vehicle out to a customer. We are more than willing to provide a loaner vehicle but in order to do so under Hyundai's procedures, we need to diagnose the vehicle first. Once an issue is found and can be reported to Hyundai, we can get an approval for a loaner vehicle. At this time, there is not much we can do without a proper diagnosis. The customer is free to contact our service manager at 412-469-2100 Ext. 1506 to discuss this matter further.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their website listed the car I wanted for $4,250 and they are saying that it was a mistake and they won’t sell me the car for that price. But there is no disclaimer on their website about pricing errors and it’s False advertising. I have screenshots of the listing and disclaimers.

  Business response

  04/03/2023

  Bowser Chevrolet
  1600 Golden Mile Highway
  Monroeville, PA 15146
  *** ******* ******* ** ********
  
  This letter is in response to ******* ********* ********* * ** ******** – regarding the pricing
  displayed on our website for a certified pre-owned 2020 Chevrolet Equinox.

  
  Occasionally, pricing errors on our website occur due to inventory feeds not being updated
  properly or website propagation being delayed. While we understand that this can be frustrating to the
  customer, we do offer a disclaimer on our website, contrary to *** ********* claim. I have included the
  full disclaimer from both our desktop website and mobile website for reference. It seems the
  screenshots provided in the complaint did not contain the full disclaimer. The line that was missing from
  the complaint screenshots is “Dealer sets final price.” We do our very best to work with our inventory
  feed provider and other vendors to ensure that pricing is accurate and on the website timely, but as I
  previously mentioned, issues can occur.

  
  Unfortunately, we are not able to sell the vehicle for the price that was listed in error but we are
  happy to continuing working with *** ******* in finding a vehicle that would work for her.
  
  Sincerely,
  Megan E****
  Bowser Automotive Inc.
  Advertising and Public Relations Director
  ************************
  

  Spencer N****
  General Manager
  Bowser Chevrolet of Monroeville
  ************ **** **** ************************

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My car broke down due to known issues and was towed to Bowser in August of 2022. While in for repairs, it seems an employee felt a bit too comfortable in my vehicle, and decided to empty the change tray from inside the console and dump it right into their pocket. I contacted Bowser on multiple attempts and never heard anything back on this. Fast forward to just a few weeks ago when my mother had her car in for repairs as well (which were caused while the car was being worked on AT Bowser) and upon her getting her vehicle back, found that they had stolen money from her as well. This business clearly has some issues which need resolved, and people are being cheated and stolen from which needs to be repaid.

  Business response

  02/07/2023

  Bowser Automotive takes all claims of theft very seriously and will be looking into the matter thoroughly. Additionally, the customer is in direct communication with the service manager for this facility and we are working with the customer on this matter.

  Customer response

  02/07/2023

  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.

  While the business states they are in contact, I have not yet received any notification from the company. 

  Should they wish to, I can be reached best via my personal email (******************, but also via phone at *************
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ** **********

  Business response

  02/07/2023

  We have sent your contact information directly to our service manager and he will be in contact with you as soon as possible.

  Customer response

  02/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have previously filed a complaint involving Bowser Automotive Group *********   This is a new issue I will explain, I meet with a factory rep at Bowser he scheduled work on my truck to address several problems I was having unsatisfactorily to say the least. They called to have me pick up my truck when approaching I noticed the door was not closed properly. I informed the service tech and he had me leave it there. It was there for an additional 9 days. I picked it up, took it home and the next morning upon opening the door I noticed 3 large gashes small dents and damage to the weather seal near the latch wear the front door (drivers side). I drove to the dealer immediately showed the manager and he stated he would repair the damage. I sent him emails with the estimate several times he NEVER denied responsibility he only stated he did not receive any numbers, dollar amounts, I sent it 2 more times and he asked me to call him. every time I called he did not answer the phone. I dropped the estimate off in person still no response Finally I stopped in person again today. Now they told me they are not accepting responsibility for the damage. They never denied the damage in several contacts over 4 weeks. They Should not be in business.

  Business response

  02/03/2023

  We undesrstand *** ******** complaint and we're sorry for the experiences that he has had at our facilities. Our sales manager did observe the damage and offered to have it repaired at the Bowser Collision Center. However, *** ****** took it upon himself to take it to another collision repair facility and send us the estimate that we feel is largely inflated from this other facility. Our sales manager did not agree to pay for repairs outside of a Bowser facility, therefore, he stated that he would not pay that level of repair elsewhere. 

  *** ****** has made several complaints not only through the Better Business Bureau but also to Nissan Consumer Affairs. We are aware that Nissan has even offered to purchase the vehicle back from *** ****** as he has had so many issues with the vehicle. We do not know whether *** ****** has decided to take Nissan up on that offer.We do apologize for the unsatisfactory service that *** ****** feels he has continually received and at this point in time, we feel that no matter what our sales and service team do *** ****** will not be satisfied with any service received here at Bowser Nissan. Therefore, we would suggest moving forward that *** ****** take his vehicle to another Nissan facility for any matters related to his vehicle and consider working with Nissan Consumer Affairs from here on out.

  Customer response

  02/03/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Bowser is correct in stating g that most likely could not satisfy me. 

  I have had them fail to contact me to get my truck back for work on Monday at least 2 times. They failed to fix issues and returned the truck once in an usage manner where the drivers door did not close properly after they worked on something that should never involve door alignment. Then upon fixing the door problem they return it with gouges in the door. 
  The estimate is very reasonable if presented to any shop for like repairs it will be in the shop for at least 2 or 3 days and I do not think rental reimbursement is unreasonable at 100 a day for 3 days I was going to assume any costs over that amount. 
  They told after more than a month of avoiding me they are not accepting responsibility for the damages. In there response they just accepted responsibility.
   If they wish to resolve this matter I will accept $750.00 to settle the matter and release them of any claim in said matter.
  This will avoid any further costs to be incurred. 
  I will extend this offer fir a period of 3 business days beginning Monday February 6, 2023
  Thank you got your prompt response to my inquiries  
  

  Business response

  02/07/2023

  While we don't feel we were responsible for the scratches and damages stated by *** ******; as a gesture of goodwill towards a customer who purchase a vehicle from us, we are willing to repair the scratches and damage at our Bowser Collision facility at no cost to him and provide him with a loaner vehicle to drive while the repairs are being completed. Should this be acceptable to *** ******, he only needs to let us know and we will have a representative from our Nissan facility contact him to schedule and arrange for the repairs and loaner vehicle.

   

  Customer response

  02/07/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  ******** ******

  Their denial of responsibility is disheartening, they made no denial of responsibility in their original response to the BBB or in the contacts they had with me via email or in any other way until I was told by the manager named Ed they were not accepting responsibility after a month of contact with Mike S*****
  They are correct in their statement that they have failed to provide satisfactory service on several occasions. The most recent leading to the damage asserted in this claim. I was contacted that work on my truck was complete. When I went to lot to get in my truck the driver door would not close properly. The truck was left at the dealer for them to correct the issues they caused with the door. They kept my truck an additional 9 days. Upon its return I did not notice the damage, until the next morning at which time I returned to the shop. I had a manager Mike Salaj view the damage he stated they would repair it. With the claims and assertion made by Bowser Nissan and the their lack and inability to return a my vehicle satisfactorily and in an unsafe manner I chose to seek my repairs elsewhere.
  I do not feel that I am obligated to have repairs made at a business that has failed to perform in a professional and responsible manner on more than one occasion.
  My dealings with Nissan USA are irrelevant and separate from my business with Bowser Nissan. No matter my choice to keep or return the vehicle the damage their technicians caused and tried to hide for a second time by returning my vehicle must be repaired.
  I will extend the same offer to Bowser Nissan as I previously extended. The assertion that the amount of my claim is inflated is absurd as I could not get a vehicle in their body shop for any less I am sure.

  In fact they suggested that I seek repairs in the contact with the BBB, I simply did what they asked
  
  
  
  Thank You
  ***** ******

*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. ↩