ComplaintsforStinnett Auto Group

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am having issues with my 2020 Chevy Colorado 4wd crew cab I have had it there plenty of times with Stinnet Chevy with engine issues as of today still having problems with the engine I feel like they never fix the problems with my engine just put a bandage on the problem until my warranty ran out if they have fix the issue I would not be having the same issue with my engine which has only 47.662 miles I would like them to fix my engine issues where I am not having my check engine light coming on saying the same problems the knock sensor is hearing something not right with the engine I know they know the Chevy needs a new motor and they should have replaced it before they let my warranty run out please help me make this right I still owe 48,000 on my truck

  Business response

  10/05/2023

  We were very concerned to have a September 2023 BBB complaint from our customer regarding their 2020 Chevrolet Colorado since we have not heard anything from them since we had the vehicle in our Service Department in May 2023.  We were unaware of any further issues.
  
  First, I would like to clarify that warranty repairs completed in our Service Department are at the approval and direction of the manufacturer based upon diagnostic codes and procedures that we perform on their behalf. 
  
  Our Service Manager reached out to Melissa ****, who is the customer who has brought the vehicle to our dealership starting in October 2022. What he found out during that conversation is that they had taken the Colorado to another dealer at some point where they were told that it needed a new engine and that her warranty had expired.  Ms. **** commented that whoever they spoke with at the other dealership advised them to contact the BBB.
  
  Ms. ****** warranty has not expired based on the mileage information we have been provided.  Our Service Manager advised her that if the issue is an engine problem, her warranty is good for 60,000 miles from delivery or 5/30/2025, whichever comes first.
  
  We have scheduled an appointment for Ms. **** to bring her vehicle to our dealership for a current evaluation.

  Customer response

  10/13/2023

  As of October 13th Stinnet Chevy has not looked at the Chevy dropped of on October the 9 th 2023 I still have the rental unit October 17 th I am hoping they get to it soon they keep telling me as soon as they get a chance they will look at it and call and tell me what’s wrong with it just aggravated that they haven’t done it by now 

  Business response

  10/17/2023

  As the customer stated on their October 5 posting, the appointment we made for them on Monday, October 9th was at 8:00 am.  Knowing they would need us to obtain a rental vehicle for them, the appointment was made at 8:00 am because the local Enterprise rental office does not open before then.
  
  The customer stated on October 9th that they arrived at 7:00 am and no one showed up.  That is because our Service Department opens at 7:30 am and their appointment was at 8:00 am (as customer acknowledged in their October 5th posting).
  
  Ms. ****** ******** had no diagnostic fault codes stored to indicate any issues related to a Check Engine Light or any other malfunctions. We have driven the vehicle multiple times at varying speeds and conditions, trying to duplicate the concern as described by the customer.  We have driven the vehicle approximately 70 miles at this point.  Our Advisor has been talking with the customer to gather additional information and confirm when and under what conditions they experience this noise and to review the concern history.
  
  In an attempt to determine a little more on the history of this vehicle, we obtained a CARFAX report.
  The Colorado was originally sold new in May 2020 at 7 miles. We were not the selling dealer.
  The last sale that was reported was 7/1/22 with approximately 30,758 miles. We were not the selling dealer.
  Melissa Fine first brought the vehicle to us on 10/3/22 with approximately 33,406 miles.
  Vehicle service and maintenance history is mainly unknown. 
        The first service visit reported to CARFAX was 2/16/22 at 28,738 miles for an oil and filter change and tire rotation. 
        Prior to the 7/1/22 reported sale, one additional service visit was reported on 6/28/22 at 30,758 miles for an oil and filter change, air filter replacement, wiper(s) replaced.
  Vehicle was picked up from the previous service visit to our shop 5/23/23 at 38,587 miles.
  Vehicle was brought to our shop on 10/9/23 at 48,786 miles after we contacted Ms. **** following the BBB complaint notice.  Vehicle had not been in our shop for 4 ½ months and 10,199 miles, and we had not heard anything from Ms. **** about issues with the vehicle during that time.
  
  At this time, we are working with the manufacturer to review the history we have on the vehicle and the concerns of the customer to find out how they want us to proceed.  As we mentioned in our first response, warranty repairs are completed at the approval and direction of the manufacturer based upon diagnostic codes and procedures that we perform on their behalf.
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 28, 2023 my new Dodge Ram 3500 had a transmission failure and was towed to Stinnett Auto Group in Newport, TN. The service advisor, Samatha ***** informed me the parts to fix my new truck under warranty were not available, yet at other dealers the parts are readily available. Me being broke down and from out of town clearly demonstrated they had no interest in helping me with warranty work. Samantha arranged for an Enterprise Rental truck to use while my truck was down. Since parts were not available, the truck was towed to Shottenkirk Ram in Canton, GA since they had the parts in stock. I turned the rental truck in at Canton, GA on September 6th and was informed Stinnett would only pay the rental from August 28 to August 31 as stipulated on the Rental agreement. I was told I would have to pay for September 1 to September 6th. The next day, September 7th I was informed by Enterprise that Stinnett withdrew the rental agreement and I had to pay the entire 10 days, $497.97. Stinnett is responsible for the Rental agreement for 3 days at 49.00 totaling $147.00. The Service and parts department at Stinnett was unprofessional at best and lied to me regarding the truck rental that they setup.

  Business response

  09/19/2023

  While we understand Mr. ********** frustration at having mechanical issues with his 2022 Ram 3500 while out of town, we in no way refused to work on his vehicle because he was “broke down and from out of town.” Our dealership works on traveler vehicles year-round as we are located in/near the heavy tourism area of Eastern Tennessee/Western North Carolina that includes the Gatlinburg/Pigeon Forge and Sevierville areas and the Great Smoky Mountains National Park, as well as being just off of the heavily travelled Interstate 40 corridor near the Tennessee/North Carolina border and Interstate 81.
  
  Mr. ******** was advised that the parts that were needed to repair the transmission issue on his Ram truck were not all available to us when our Parts Manager searched for availability to order.  Of the seven different part numbers needed, only two had quantities that were readily available to be shipped to us and the remaining five were on backorder/not available with no available ETA. 
  
  As Mr. ******** was able to find a dealer near his home that did have parts available in stock for the repairs, he chose to have the vehicle towed to Georgia.  Since we would not be completing the Warranty repairs, he was advised that we would not be able to cover the Enterprise rental charges or pay to have his vehicle towed because we would be unable to file for reimbursement. His Service Advisor confirmed that this was communicated to Mr. ******** along with the information that he could seek reimbursement for any of these charges from Stellantis Customer Assistance that the Georgia dealership could not cover under their Warranty Claim.
  
  While our dealership facilitated getting Mr. ******** a rental vehicle in connection with a Warranty Claim Repair, once he chose to move the vehicle elsewhere, he accepted responsibility for that rental. Based on the circumstances and choices made by Mr. ********* we have no obligation to reimburse his rental fees, but he has the choice to contact Stellantis Customer Assistance to file any additional claims he has.

  Business response

  09/23/2023

  Mr. ********** lack of knowledge of Factory Warranty Procedures is understandable; however, we are not able to obtain reimbursement from Stellantis for his rental vehicle for the reasons already explained.
  
  Those Stellantis procedures also preclude us from randomly obtaining parts from just any source if we are to file for and receive Warranty reimbursement. His characterization that we washed our hands of the problem is simply not true.  He chose to take his vehicle somewhere else instead of waiting until we could obtain all parts necessary for repairs. This is understandable, but his choice took the situation out of our hands.
  
  Our only offer to Mr. ******** is again to encourage him to contact Stellantis Customer Service to submit his case for reimbursement of any charges the other dealership was unable to include in their Warranty Claim Reimbursement Submission.
  
  We are unable to assist him any further with this matter. 

  Customer response

  09/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: The rental agreement clearly shows Stinnett as the paying party for a period of 5 days, 8/28 - 8/31. A reasonable compromise would be for Stinnett to reimburse me the the 5 days that they committed per the contract. If I would have known the contract could be withdrawn at any time (A practice that should be disclosed at time of contract inception) I would never have agreed to the rental. 
  

  Stinnett should reimburse me 5 days @ 49.00 per day, a total of 245.00 excluding tax. 
  
  Sincerely,
  
  Thomas ********

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We are from out of town and our truck wouldn't start so I called Stinnett Dodge and was told if I got it there they could service it around noon the next day. Then the next day passed and we are still stranded and our truck sits untouched. Their reply now is "everybody is overloaded and we will try to look at it in the morning. I was lied to and after paying a $200 towing bill and two $100 nights in a motel, our truck and camper still sits.

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