ComplaintsforJack Giambalvo Motor Co., Inc.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an engine failure in September of 2021. The car was taken into the shop and I have not heard anything from *******. That was four months ago. Last time I called they have not received the part. About a month ago I got a letter in the mail stating that there has been a recall on that exact part on all 2017 ******'s. I have still been making payments for four months on a car I do not have.

  Business response

  01/08/2022

  The customer car is still down, awaiting an engine from ******* parts warehouse. i will have advisor follow up with customer again, to answer any questions in the interim 

  thank you. 

• Initial Complaint

  10/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had taken my 2004 **** ***** ******* into the dealership on 8/30/21 for the check engine light coming on and off and the **** being slow to accelerate until it reached a higher speed. I was told it would need a new transmission. The center console controls had worked but the clips were broken that held it into place, along with the glove box had a broken handle. I was told the price of a replaced transmission and that I could buy the parts for the interior and they could be replaced while it was in for the transmission. Total came to $2212.27. When I took the vehicle home on 9/10/21 I noticed a grinding noise coming from under the vehicle. When I tried to plug in the GPS I noticed it would not work in the replaced center console. The air was on high at the defrost setting when I picked up the **** and when I tried to turn the knob it would not switch to the other functions any longer. This was not broken when the **** was dropped off but the knob was above the console that was replaced so I assumed it came disconnected while they replaced the console. I called back immediately after arriving home to let the shop know of the issues I was having. Was given back to me confirming noise coming from drive train. Reported no damage to drive train or transmission. Also, the knob still stayed on defrost and the power outlet still did not work and there were no comments that these items were even looked at. Now it is coming back to the shop for the 4th time. When I got the **** back this time, the tech had comments that there was power at the charging ports and the transfer case is making noise and to replace it along with the front drive shaft. The knob inside was still not working. I then ask for a different tech because of the loss I was taking. I just got my **** back from the 6th trip with another $691.88 and the grinding noise is still there. I paid for the extra cost last trip which I do not believe I should of but now they want to charge me an additional $650?

  Business response

  11/11/2021

  The vehicle is a 2004 ***** ******** with 162,657 miles.  The vehicle was brought in for a check engine light issue as the main concern.  We diagnosed the check engine light as a transmission issue.  No new transmission was available so customer was offered a used transmission which we did install and the check engine light issue was resolved.  Customer supplied their own used parts to repair the glove box and center console and these parts were installed as requested.  Since the filing of this complaint we reached out to the customer and had him come back in to address what short comings he had with the parts he supplied for the interior and the knob not working.  Those items have been corrected and the customer is satisfied with that as far as we know.  The drive line noise is an additional concern and nothing that was caused by replacing the transmission or diagnosing the check engine light.  After replacing the transfer case the noise issue was better but not gone.  After reviewing again it was determined that the front drive shaft needs replaced and the customer was offered 2 options.  Option one was replacing the drive shaft for $650.00 or get a rebuilt drive shaft for $490.00.  We recommended that he drive the vehicle for a while to see if the noise changes at all and report back before making a choice to repair.  
  
  A couple of things to note:
  
  Customers vehicle is 17 years old and has 162,657 mile on it.  We have no past service history with this vehicle and up to this point have never worked on this vehicle so we have no idea of how it was service and what work has been done in the past.  In light of customer satisfaction and some communication issue we would like to offer the customer a goodwill offer to split the cost of the replacement of the driveshaft ($650.00 repair).  
  
  Regards,
  
  Eric W******
  
  General Manager
  
  Stetler DCJR

  Business response

  11/15/2021

  ******************

  I am sorry that you feel the way you do but I can assure you we have the highest trained **** Dealerships in this area and we stand behind our workmanship.  In this issue our Technicians have identified the driveshaft as the issue in this diagnosis for the noise you are now complaining about.  Again, not knowing the service history of the vehicle and our offer to split the $650.00 repair with you I think is a great goodwill offer.  With that I would also tell you that we have a great reputation in the automotive industry and have had one of the highest "First Right" comments in vehicle diagnosis.  This doesn't mean that things go right all the time hence us offering a $325..00 discount on this repair even with the limited time getting to know your vehicle and it's issues.  As I have stated before this is our offer and we would like to think we could work together to resolve your vehicles issues.

  Regards,

  ***********************

  Customer response

  11/17/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  It is a shame you cannot see your faults. You say you have the highest trained techs in the area. Then why has this Jeep been into your shop 5 times since the transmission was replaced, with the same noise complaint that never existed until the Jeep was in your hands? This is not what I am now complaining about, it is what I have been complaining about the entire time. This has been the issue from the time I picked it up from the transmission being replaced. Two techs have now looked at this Jeep multiple times and yet here we are with the same issue. How about this goodwill offer from myself. We try this one more time but I get to test drive before paying and if the noise is still there than no payment shall be made. Can you agree to this? It only seems fair. I am afraid that they are incorrect again and this may never end, but if they do get it done this time I would gladly pay the $325.00.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  10/17 - I found a vehicle for sale on ******* ******* Website and requested contact from Dealership.10/18 - Received contact from a Sales Rep at ******* *******. Bill of Sale was sent which had a sale price of $38k, the website said $36k. Sales rep said this is a market increase plus addition for door edge guards that are added, which is was not initially mentioned. We put down $100 deposit and were told the vehicle would be held until 10/21. On 10/20, I asked where the warranty was located on the bill  of sale and was advised it wasn't added and is NOT included in the price given. We resolved that issue as she thought I wanted extended warranty, but only wanted standard warranty. As we confirmed issue was resolved, I was told that the vehicle was sold on 10/20 because they didn't run my card for the deposit. This is false advertising, bad business, and a waste of my time. They sold it right under us, after I gave them my card number and added to my insurance and sent personal info

  Business response

  10/22/2021

  BBB of Metro Washington DC and Eastern PA
  
  Re:Complaint #********
  
  October 22, 2021
  Dear Sir or Madam
  
  Thank you for the opportunity to review our processes within our store.
  
  I have investigated this concern, interviewed all the employees involved, and found the following to be true:
  
  ******************************* reached out to a salespersonon October 17, 2021.
  
  The salesperson sent a proposal to the customer on: October 18, 2021.
  
  The customer sent a reply text to the salesperson which the salesperson forwarded to the manager on duty (see attached)
  .
  The customers response text read as follows:
  
  We are really interested but can't give a deposit as we've done all finances through our credit union already. We'd still like to come in on Thursday if it's still available. I can also send over our preapproval letter with the contact info of our credit union if we could get the process going and that would suffice to hold? Sorry to be giving you the run around! Just difficult, I work from home and have my two small kids here! 
  
  After reviewing the text, the manager ascertained there was no down payment, and the vehicle was sold prior to the Thursday mentioned in the text, by a different salesperson.
  
     Please note, in these volatile times, we cannot hold a vehicle for a customer unless there is a signed agreement to purchase the vehicle and a substantial down payment.
  
  To that end the salesperson was instructed to let the customer know that if the vehicle was still here and not sold before they planned on coming in Thursday 10/21 that they could purchase it at that time in person.
  
  I am sorry for any inconvenience but rest assured even though vehicles are scarce at the moment, we will try our best to get the customer another vehicle if the customer accepts a purchase proposal, and places a down payment.
  
  Respectfully, 
  
  *********************
  Sales Manager 
  Giambalvo Hyundai of Hanover
  ***************
  Hanover Pa *****
  ************

  Business response

  11/01/2021

  TelBBB of Metro Washington DC and Eastern PA
  
  Re:Complaint #********
  
  October 30, 2021
  Dear Sir or Madam
  
  Thank you for the opportunity to review our processes within our store.
  
  I have investigated this concern, interviewed all the employees involved, and I understand the customers disappointment.
  
  To that end, please understand that I am sorry for any inconvenience and wish to extend my heartfelt apologies to the customer, and rest assured even though vehicles are scarce in these troubling times, we will try our best to get the customer another vehicle if the customer accepts a purchase proposal, and places a down payment.
  
   If we are unable to purchase this vehicle from another dealer, we will fulfill her order from a vehicle that has yet to be produced as soon as a vehicle is available from the manufacturer. She only needs to contact myself or the salesperson to initiate the process, sign a purchase order, and place a down payment..
  
  Respectfully, 
  *********************
  Sales Manager 
  Giambalvo Hyundai of Hanover
  ***************
  Hanover Pa 17331
  ************l us why here...

  Customer response

  11/02/2021

  [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. 
  
  We have already found another vehicle and purchased.  My disappointment here was not because what happened but how it happened.  Very unprofessional and made this the consumers fault. 

  
  

  Thanks again
  
  Regards,
  
  ***************************
  

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