Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Bruce Lowrie Chevrolet have the ** repaired and was told it would be $1347, due to a leak in the line. I paid this on June 7, but noticed the ** only worked well early mornings and evenings. I took the vehicle back to Bruce Lowrie Chevrolet on June 26, only to be told that there was a leak in another line and it would be an additional $1500. I asked them, since they also charge for diagnostic, why would both leaks not be found when they did the initial diagnostic testing? No one could answer. When I told them I did not have an additional $1500, I was charged $318 just to pick my vehicle up. Even though it was morning time, I noticed the air was not blowing at all. When I went back into the shop, they said that for testing they had to drain out all of the freon and would not be able to put it back in for me. Essentially, I have paid $1347 and do not have any air at all . No one wants to give me a refund and no one wants to service the vehicle to fix the issue unless I pay another $1500 plus. The $1347 amount was just the quote for the initial leak, that service actually totaled $1660 and again I had been charged $318 to pick it up today.

  Business Response

  Date: 06/28/2024

  Thank you for bringing this to our attention.  Let me do some research this morning and I will get back to you.

   

  Thank you

• Initial Complaint

  Date:06/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a Chevrolet Trailblazers and the brakes have been making noise sent I purchased the vehicle. I was told it is normal for the brakes to squeak when bagging up. I complained to the manager about the brakes and when I took my Impala the next day to the shop the dealership they refused to give me a ride home while they worked on my other vehicle. This dealership is very unprofessional.

  Business Response

  Date: 06/10/2024

  I spoke with the customer and we are diagnosing the brake issue 6-10-2024.I rode with the customer to listen for the noise. We will be filing a field product report with *************** This will insure that we are doing everything we can to fix the brake squeak. I did explain, that on oil changes only, we do not offer a LYFT ride due to the cost. ******************* business is very important to us. I enjoyed speaking with her and look forward to working with her in the future.

   

   

• Initial Complaint

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is *********************** and I was at one of your franchise dealerships and I took my car to them on Thursday, April 25th at 7 am. I have yet to receive my car back. My husband called the dealership three times on Monday, and he called the main number and they wanted to send him back to *****'s voicemail and my husband let him know that he had left three messages and ***** would not call him back. Well, they of a ****** found *****, he came to the phone and told my husband that my car hasn't even been looked at, he asked ***** how long this will be, and he said Wednesday. I stopped by there on my way home, and he said there were six cars ahead of me and it could be Tuesday. When I came home from work, I called the dealership and I asked to speak to the service manager and they sent me to the voicemail, I called back, and the young man gave ***** the phone. I spoke to him, and he said that my car is getting closer to the bay. I said that is not what I needed to hear. I feel you guys are taking into many cars that you can work on in a reasonable time he said to me I can let you talk to my service manage and I heard in the background "NNNNOOOO,' I then told ************ see the type of service I will be getting now. Who can I speak to about this issue?

  Business Response

  Date: 05/07/2024

  Bruce Lowrie Chevrolet would like to appoligize for the delay. Our technicians have been working extra hours to catch up. We were able to repair the vehicle on May 1 2024. The Service Manager notified the customer the same day and there were no charges to the customer. 

   

  Customer Answer

  Date: 05/07/2024

  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

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  vehicle was brought in for a diagnostic,there is a tapping noise in the engine compartment on the right hand side, the service advisor went on a test drive and insisted it was a suspension noise. even though we stated It sounded like it was in the engine. the vehicle was left there to be further diagnosed, we were called with a diagnostic was told it was lower ball joints and brake pads this would fix the noise. the work was approved, after the service advisor said he was 100% sure this would fix the noise. once the work was completed we were called back and told it did not fix the noise. went to the dealer in hopes to get the problem resolved, but instead was told by the service manager why did I let the service advisor write up the ticket the way he did. and that I just didn't want to pay for the repairs. the vehicle was in previously for an oil change on April 8th and was told brake pads were in the green based on the multi point inspection. but this visit April 15th that my brake pads were metal to metal. when the service manager was asked about this he said his technician was probably just "lazy" and didn't check them the first time. when I told him this was a safety concern he said well you would still have brakes even if they went metal to metal, and continued to tell me we defer a lot of services that's probably why they didn't bother to check them. the service manager keeps insisting the noise was never described as a tapping in the engine we offered to go on a test drive and show him what we showed the advisor but were told no that noise is not there anymore. when asked if he could pull recorded calls to review what was said to the service advisor i was told no he didn't have time for that and he was done with the conversation. I have not picked up the vehicle as I have tried reaching the ** but have not received a phone call yet and its been over 48 hours.

  Business Response

  Date: 04/26/2024

  Good afternoon and thank you for speaking with me today and allowing me the time to research this in further detail.

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

  General Manager

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

• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about April 14, 2023. I purchased a 2018 **** Explorer from Bruce Lowrie Chevorlet. About 3 weeks after purchasing the vehicle the check engine light came on. I called the dealership and stated that I recently purchased a car and the check engine came on, and that while driving the car shook and often failed to excellerate properly. I was informed by the dealerships sales associate that the 2018 **** Expolrer that I purchased is a AS IS purchase and from their records. I did not purchase a extended warranty package, therefore the dealership was unable to assist. About 6 months into purchasing the vehicle- the car lost power completely during driving on the highway. I took the car to have a diagnostic check done on it and the check returned a code for a bad transmission, powertrain issue and other mechanical issues. I have had the car l0 months and the car is no longer operable. The check also revealed that the car will not pass a emissions test in its current state. I was informed by the mechanic that the 2018 **** Explorer had transmissions prior to my purchase of the vehicle 04/14/2023.

  Business Response

  Date: 02/27/2024

  ************** stated that she started having problems with her vehicle 3 weeks after her purchase but did not bring it to the attention of the dealership until Saturday, February 24, "2024".

  ************** is in fact correct, she purchased a ********************* April "2023".  As you will see from the attached documentation, the vehicle was sold AS IS - NO DEALER WARRANTY which is clearly stated on the paperwork that ************** signed.   ************* was offered an extended warranty at the time of purchase but she declined.

   

    

   

  Customer Answer

  Date: 02/28/2024

  Complaint: 21341721
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

  I brought to Bruce Lowrie's attention the first week of March 2023 that the vehicle check engine light appeared on the 2018 **** Explorer. March 2023  Bruce Lowrie refused to take action on the cars mechanical issue. I for the second time contacted Bruce Lowrie on Feb. 24th, 2024 after the vehicle completely stopped working; due to failed transmission and other related vehicle performance issues. The vehicle had a transmission issue at the time of purchase that was not made known to me (buyer) before purchase. Selling a vehicle with known mechanical issues is a act of bad faith and falls under Deceptive trade practice. I have not had the 2018 **** Explorer for one year and the vehicle is inoperable due to the bad transmission. I was sold a lemon.

  Business Response

  Date: 03/27/2024

  After our last response our General Manager spoke with *************** and advised her that we would be glad to take a look at her vehicle to see if there was something we could do.   *************** advised that was not posible because she lives in *******.    *************** advised *************** that she needed a copy of her paperwork because she could not locate her originals.  This request was promptly taken care of.  The next communication was on 03/15/24 when *************** requested to cancel her Gap Contract which has also been completed as requested.

  Any further request or communication to resolve this issue will need to be discussed with our General Manager, *********************** who can be reached at ************ or *********************************************************.

   

  Customer Answer

  Date: 03/28/2024

  Complaint: 21341721
  
  I am rejecting this response because:
  I spoke with Bruce Lowrie General manager. The call was recorded by both parties. I offered to at my expense send the 2018 **** Explorer to Bruce Lowrie Chevrolet via 18 ******* truck container shipping. Bruce Lowrie' GM informed me on the recorded conversation that even if I pay to ship the vehicle to its dealership. I am still solely fully responsible to cover ALL repair costs for the vehicle and that Bruce Lowrie Chevorlet will NOT repair the ***************************** paying the entire repair cost out of pocket. Further, I NEVER stated that I live in *******. I have never lived in ******* at any time. I called Bruce Lowrie for a copy of my contract; due to at the time I purchased the subject vehicle from Bruce Lowrie Chevrolet. The salesman/dealership did not provide me of all the documents related to the sale and sales contract. The auto contract that I was provided did not have the complete signed pages and several of the pages that I received had redacted signatures on lines of pages. I requested a copy of all of the dealership original sales documents due to I was not supplied or afforded such at the time of purchase. I did NOT decline to allow Bruce Lowrie Chevrolet to look at the vehicle. Bruce Lowrie Chevrolet is welcome to look at the 2018 **** Explorer if their intention is to repair the failed transmission at the cost of Bruce Lowrie Chevrolet. I welcome Bruce Lowrie Chevrolet repairing the transmission at its expense.

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

  Business Response

  Date: 04/02/2024

  Nylondra, as we stated in all of our previous communications, the vehicle was sold completely as is. You were offered a extended service contract and declined because as you stated " i have had bad luck with that warranty company and will not use them". As far as fixing the explorer, you are more than welcome to have it shipped to us and we will take a look at it. As far as me covering it, we will not. We will be more than happy to give you a break on price and not charge you full retail, but we are not going to repair the vehicle at our expense. We have emailed you your paperwork but since you are claiming we did not, we are going to be sending you once again all of your paperwork with your signature. The paper work will be sent via certified mail. 

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

  Vice President 

  Bruce Lowrie Chevrolet 

  Customer Answer

  Date: 04/08/2024

  Complaint: 21341721
  
  I am rejecting this response because:
  Please see attached PDF written rejected response and  Exhibits , Buyers Guide, Contract.
  Regards,
  
  *******************

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed to Bruce Lowrie Chevrolet after it was involved in a minor accident on 07/25/2023. When this company took in my car, I was told it would completed in about a month.After a month was up, I had not received a single call or update from them. I took upon myself to call and ask for an update. I was not able to reach anyone and had to wait for a call back. Once I heard back, I was told it was not done yet but would be completed in another 2-3 weeks. This same response was given for months without follow through. I was told my car was in certain stages of repair when it had not gotten to that point. I eventually went up to the shop in early November 11/7/2023 to put my eyes on the car. Upon arrival, the car was still in pieces and had multiple new part around it. It was evident that the wrong parts had been ordered multiple times. I was eventually able to get ahold of a manager and they said they would speed the process up. It is now January 5th, and I am still without a car. This company has lied to me on multiple occasions, failed to do their job in a timely manner, and failed to communicate appropriately on the progress of my vehicle. 6 months in a body shop for minor damage is not excusable for any business. I was told yesterday the car is close, but they are waiting on a rearview mirror because one of their employees broke it while working on the car. They informed me the car would be delivered the next day. Here we are on the next day, and they call saying another major part of the car is needing to be replaced. The part will not be in for another week, and they will need additional time for the part to be installed.

  Business Response

  Date: 01/16/2024

  The vehicle was completed and picked up on 1/13/24.

  Customer Answer

  Date: 01/17/2024

  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. I remain disappointed with time that was taken to fix this vehicle. I also remain disappointed with the shops lack of communication and constant lies. I sure hope they are held accountable for this situation. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this message finds you well. I am writing to share my recent experience with *************************, and I must express my profound frustration and disappointment with the entire process. The journey began with the intention to purchase a SUV or Truck from Bruce Lowrie ********** Dealership since my son started working and needed a ride back and forth to school and work. My work hours are conflicted with his time. I went back to the last car salesman ************************* that sold me 2 vehicles prior. I looked at 2 vehicles, a Chevrolet Tahoe and a Chevrolet Pick-up truck. I mentioned that the lender is through Ally, and I still owe my vehicle, like *****, and not going to do a trade-in. He starts working on the process for the Chevrolet Tahoe and went to a man's office across from him came back and I saw him go outside and look at my car with the man and came back into the man's office then out and said the deal didnt work. He said he was going to check with the in-house finance *****. He then came in and asked, "Are you going to do a trade-in?" and I said No! He left the office and came back and said the deal failed due to me starting a new job and been there 3 months then lenders were asking for 6 months. I mentioned I was still getting income due to a layoff and 1 month of no income. He asked if I had a cosigner, I said no I am doing the deal by myself. Then he asked if I had money to put down, I said, I can, and he asked how much I told him *****. He left and came back and said, that would not work. So, I was told to come back in 14 days (about 2 weeks) or pay off my current car since I only had ***** left to get a vehicle. I said, my credit has been run multiple times and I know that will make it harder for me to get a vehicle at a later time. Then he said, if you do a trade-in and the **** for the Taho. I was like you telling me I can get the Taho with the trade in and ***** monies down. Then he said, your car is work ***** that be like ***** down... I asked did you go through Ally, and he said, yes! That's the guys across from me in the other office he appraised your car and thats the deal that didnt go through due to you having no consistent payment. It was late so I started to leave... I turned around and asked him. I said, I dont know how many lenders have been run but if I leave and try to come back later the inquiries that accumulate today will show and I will not be able to get a vehicle within 3 months from now. Whats another vehicle I can purchase? He mentioned the ****** SUV and came back and said that it didnt work... Then he mentioned I do have a vehicle that will work.... That he showed me earlier that there were 2 Jeep Cherokee 2017 both Black one with higher miles than the other one. I was like I will do the lower mile Jeep Cherokee 2017, and he said it didnt work I already ran that one with the ******. Gave me the keys to test drive and since it was dark, I just drove in the parking lot about 2 times hitting the brake minor checking it out... So, he starts the process for the Jeep Cherokee with the high mileage and it went through but I had to have a warranty connected to the Jeep in order for me to get it at the lenders request. Now he said, due to the car not able to be in service I can leave the car or bring it back Monday morning but, he will call me to bring it back. I was like ok! Well, ****** got the car started up and turned on the heat. I got in while he was putting it on the plate and left since it was closed. While I was driving, I pushed the ******** button and noticed that it was not blowing to the front window I was viewing, and it was fogging back up slowly so I put it back the way he had it coming forward and I was able to see again. Monday came and I was at work he asks can I bring it and that was after 10:45 am CST. I said I was not able to do that then he offered to come to my home to pick it up and I was like NO! I asked if I could have someone bring it up there to be service and the defrost system (AC) told him what happened when I left the lot. I had my friend ****** take the Jeep to the Bruce Lowrie Used and New, while on the way there he called and said, that the check engine light came on... I was like really! So, I called ************************* back and mention that the check engine light came on the vehicle... I told him not feeling too good with the Jeep since I havent had it that long. **************** said, they will take a look at it, but he will have to leave and take care of something later. While my friend was still their ****** said ****** told him it was the Thermostat... and he had to keep the Jeep and could get it back tomorrow. I was okay with that. Well, it was longer than that I called Wednesday, and they said they were waiting for a part, and I should get the Jeep on Friday. I picked up the Jeep from the service across the street with the new cars and noticed a tear on the inner side of the passage seat. I was backing up in my driveway and a jerk, or kick back started once I started to back in. Drove it on Saturday later that evening and all the lights came on in the dashboard and the gear shift then went off then the check engine light came on. I went to get some groceries. The check engine light never came off, but the lights all came on the dashboard and the gear shift. I Called Seadon Monday morning and said that I dont wont want the vehicle with all the issues and I havent made my 1st payment. ***************************** said I couldnt get my money and I am bringing the Jeep back, and bringing the vehicle back will show a Repo on my credit report. I was like that is a lemon and I too much to be paying for. They started looking at the car and ****** told me that the code from the machine pulled up the catalytic converter and thats not covered under the warranty. I asked him, was the ************ and he said yes, and that they would not know that was wrong if the check engine light was not on. I asked about the transmission, and he said, the code didnt say anything about that... ask me what it was doing. I told him when I shift the gear to go backwards a jerk or pop sound begins and then I will be able to roll backwards. I asked someone to check it. He came back to tell me they dont have the tools to check it. Then he left, and I was seating another 15 minutes and ask what happening now... ***************************** said, he was trying to see if he can ********* with a new car but, it will be a trade in with the Jeep for the **** EQUINOX rebate for ***** that can eat up the negative equity for certain vehicle. After another 20 minutes he came back and said it would not work, they had only given *****. He also mentioned that and thats when the finance guy came to speak to me and let me know the code only showed for the catalytic converter and that he was the one that ran the machine. I told him I didnt even know that was wrong, I came for the transmission to be looked at and just found out that something else was wrong, too. The finance ***************** had a look of brand-new news to him when I mentioned the transmission. ***** start asking me why I think it that and I told him what the Jeep was doing ******* and the hard kick back trying to back up. He mentioned that the transmission is under warranty, but the catalyst converter was not under warranty, and they can go half on the bill. ***** and ****** told me to take the vehicle across the street and talk with ***** at the new cars services building. I then asked ***** for all the documents of service that was done on the car and saw then did emission work on the Jeep before selling the ****************** told me they can fix the catalytic converter and I have to pay half of what the manager told him... I dont know the manager's name. However, the transmission has to be sent to Jeep and the service location he used is 45 days behind on appointments. I am very disappointed that I dont know when I will get this car back and fixed and I havent even made a payment yet.

  Business Response

  Date: 12/27/2023

  Bruce Lowrie has agreed to split the cost of the catalytic converter with *******************, to which she agreed. ******************* has a *** service contract that was purchaced at the time she purchased the vehicle. She will need to take the vehicle to a Jeep dealer and have the vehicle diagnosed for any future repairs. The *** service contract company will determine if the repair is covered under *********************** contract. Bruce Lowrie will not be participating in any future repairs. ******************* did not purchace a NEW vehicle. The vehicle was purchased without any warranty provided by Bruce Lowrie Chevrolet. I have attached a copy of the signed "AS IS" agreement, to which ******************* signed.

  Customer Answer

  Date: 01/01/2024

  Complaint: 21044332
  
  I am rejecting this response because:

  Subject: Re: Unresolved Issues and Frustrations with Recent Vehicle Purchase 

  Dear Responder, 

  I appreciate your timely response outlining the proposed resolution for the catalytic converter issue. While I acknowledge your efforts, I am deeply disappointed with the suggested terms, which fail miserably in addressing the myriad of concerns that have arisen from my recent vehicle purchase at Bruce Lowrie Chevrolet Used Cars. 

  
  Let's get one thing straightI do appreciate the willingness to split the cost of the catalytic converter. However, the audacity of Bruce Lowrie to wash their hands of any responsibility for future repairs is nothing short of infuriating. *************************** alluded to emission work being incomplete, and ************************* claimed they lacked the tools to even check the transmission, pushing me around different departments like a **** in a chess game. All this while Bruce Lowrie attempts to dodge accountability, offering nothing but delays and empty promises. 

  
  It's worth noting that when Bruce Lowrie tried to facilitate a transmission fix under the ************, their "reliable" service location was conveniently booked for 45 days. Now, they expect me to pick up the Jeep and **** for a *********************** myself after explicitly stating they don't have the tools to deal with the transmission. What kind of service is this? Yes, I am aware I didn't buy a brand-new vehicle, but what I did sign up for was a car that actually work. To my dismay, every issue cropped up the moment I drove the Jeep home. Your "AS IS" agreement, cleverly concealed in a two-page document, conveniently withheld crucial information about the Jeep's condition. My dissatisfaction doesn't stem from a lack of awareness; it arises from mechanical problems surfacing immediately after purchase, all documented in your service records. 

  As if this isn't enough, the *** service contract adds another layer of complexity. I demand a resolution that goes beyond the catalytic converter, assuring me of the vehicle's overall condition and addressing any potential future repairs. My faith in this purchase is dwindling, and I am starting to feel like a victim of deceptive business practices. I demand either a thorough and satisfactory resolution or a refund of my hard-earned money, effective immediately as per my request on December 4th, 2023. 

  I expect your understanding and active collaboration in rectifying this situation promptly. Customer satisfaction should be more than just a catchphraseit should be the backbone of your business. 
  Thank you for your immediate attention to this matter. 
  Sincerely, 
  
  ***********************;
  5525 *************** 
  **********, ***** 76107 
  ******************* 
  ************ 
  
  

  Business Response

  Date: 01/04/2024

  Customer satisfaction is always our goal. We do regret that ******************* is not satisfied with our offer, however that is our final offer.

  Customer Answer

  Date: 01/04/2024

  Complaint: 21044332
  
  I am rejecting that response.  Not good enough I want my **** back.  You have the car in service.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to Bruce Lowrie on November 6, 2023. The collision department has been very difficult to work with. Going back and forth with the insurance company. Stalling progress on completing my vehicle. This work and service is unacceptable!! This company has cost me additional money outside of my insurance policy. I will never step foot in this establishment again. I will NEVER purchase another car from Bruce Lowrie. I will not recommend this company to anyone I know. ***** told me my car would be ready on Friday, December 15th The car is still in the same condition it has been in for the last month, INCOMPLETE! I am so disappointed and angry with this company. I want my car finished and I want to pick the car up this week. I want customers to know NOT TO take your vehicle to Bruce Lowrie for repairs, parts, service and collision damages. Find another Chervelot dealership.

  Business Response

  Date: 12/21/2023

  Good morning, I apologize for your poor experience. We submitted our supplemental request for additional damage to be approved to your insurance company 2 days after the initial drop off. Whomever filed the initial insurance claim included damage that your insurance company deemed as unrelated prior damage leading to some of the delays and the back and forth. Along with ************** missing some of the parts that were needed for completion. The back and forth was your insurance company performing an investigation into the claim that the questionable damage was related to the current loss. Your vehicle is on target to be completed this week, we will reach out to you as soon as it is complete. Once again we apologize for your experience. 

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle in for a diagnostic because my engine light was flashing when i stop at the redlight. i had recently did and overall by replacing the plugs and wires and coil. bruce lowrie kept my vehicle **** days and then told me they recommended i replace my fuel injectors. i ask will that fix the problem. They have the best state of the art equipment to diagnose car problems. They replaced the injectors and charged me $1556.74. I drove off the lot and about 2 hrs later the light started blinking again. i stop by the shop and told *********************** that didn't fix the problem like he said. So i had to go out of town and when i made it back i took the car back. They said the they reached up to higher and they recommended i change out the torque tube. They just did the diagnostic and found that it was in good condition. i honestly feel that they lied to me and or didnt actually perform a true diagnostic. i feel that they knew that there was nothing wrong with my fuel injectors but assuming that would fix the problem. (ALL THE INFORMATION IS ON THE DOCUMENTS THAT I WILL UPLOAD AND LOOK THE DATES) ***************************** tried to say that within that time frame, cars changes it process on performance. He was trying to talk down to me about vehicle knowledge.

  Business Response

  Date: 11/28/2023

  ****************** brought his vehicle in Friday10/20/2023 with ****** miles. The technician started working on his vehicle Tuesday 10-24-2023. On 10-24-2023, ****************** was informed that the vehicle fuel gauge showed empty and we would need to add fuel to diagnose his misfire condition. His fuel door would not open on 10-24-2023 at 3:11 pm. ****************** did not want the fuel door repaired. ***************** added fuel to the vehicle and the technician began diagnosis of the misfire condition. The first thing the technicain checked was for misfires. The engine was misfiring on all cylinders. (included a pic of the misfire screen). He then checked for bulletins and for PIP5067A. Technician followed bulletin and noted that the torque tube coupler did not have any damage. Technician then tested all 8 injectors. All 8 injectors tested out of spec for pressure drop test. The technician wanted to verify that the engine did not have any mechanical issues so he tested what he could mechanically without replacing the injectors first.  He test the fuel composition, which was good. He tested the engine compression ******* which is good. When the technician removed the spark plugs he noted that the spark plugs appeared to be fuel fouled, this would also support his findings that the injectors were over fueling and causing a rich running engine with misfire on all cylinders. Technician detemined that the injectors would need to be replaced before any futher diagnosis could be performed. ****************** wanted to use aftermarket injectors for cost saving, however he decided to use GM OEM injectors so he would have warranty on the injectors. The technician replaced the injectors and retested. The new injectors were working correctly with no loss of pressure. The technician test drove the vehicle and noted that the misfires were not present. The check engine light did not come back on.

  ****************** returned 11-14-2023 with ****** miles. ***************** stated that the misfire had returned. The technician looked at the vehicle and did not fined any issues with the injectors, coils, or plugs (the spark plugs had been changed since the last time he was in). All misfires were set in history and no current misfires were present. He then called GM Technicial Assistance to go over his readings and see if there were any other test that could be performed. GM Technicial Assistance referred him to the torque tube could be causing the issue. The technician again inspected the coupler and did not note any damage to it.

  Bruce Lowrie Chevrolet values ********************** business. We also feel that the technician went above and beyond to make sure nothing was over looked when he diagnosed the injectors. The pressure drop across the injectors was out of spec. Considering the injectors tested bad, the repair was nesessary. 

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed to Bruce Lowrie Chevrolet for a collision that left it in operable. The collision and body shop did not do a good job at taking pictures of the damages and giving all the details to the insurance company. I picked my car up in the rain and did not get to inspect it Immediately. Once I got to work, I looked under the car in the parking garage, and saw several bolts and fasteners missing, damages that were not repaired, misaligned, body panels, and lights. I asked the insurance company to allow me to take it to a different body shop for proper repairs. I was denied. I was told that I must take it back to Bruce ******. After their second attempt to repair my vehicle, I took a walk around video, which shows repairs still have not been made properly. After posting a review warning, others of the poor quality work, I was asked to contact the general manager. The general manager talk to me on the phone and sounded like he was interested in making the situation right. He told me he would call me back and failed to do so. My cars value is significantly decreased because it has not been repaired properly. My insurance wouldve covered the cost if the estimate had been done properly and wouldve gladly paid. Because Bruce Lowrie body shop did a poor job, giving an estimate of all repairs associated with the accident, the insurance company denied any additional assistance. My walk around video shows clearly that Bruce Lowrie did not complete the work. All I want is my car fixed properly. I cannot afford to buy a new car or fix this one. That is why I carry full coverage insurance just in case something happens. I have read several reviews of other customers having a difficult time getting Bruce Lowrie body shop to do the right thing. The Better Business Bureau is my last resort because hiring an attorney doesnt make the attorney enough money to take the case.

  Business Response

  Date: 09/18/2023

  I believe this is a matter of misunderstanding on my part - when I spoke to ************** regarding this situation he told me that he did not want to come back to Bruce Lowrie Chevrolet and would be taking his vehicle elsewhere.  I did not hear back from him so I assumed the situation was rectified.

  ***************************, Body Shop Manager will contact Geico today to confirm the authorzed repairs - once we receive this information back we will schedule a convenient time for ************** to bring the vehicle back in for these repairs.

  Please, if you have any questions or need additional information do not hestitate to reach out to me at ************.

  We have not been in business for 100 years by treating our customers poorly so we will take the necessary steps to make this right.

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

  General Manager

  Customer Answer

  Date: 09/20/2023

  Complaint: 20615585
  
  I am rejecting this response because:
  I was contacted by the body shop manager. The body shop manager after speaking to ***** agrees with ****** finding that there was another collision. ***** believes that there was another collision because of the damage to the bumper and when inspected to see what additional work needed to be done, also found a damage strut, and that the car was again out of alignment. The idea that a damage strut would have been found in the original investigation, and that the car could have not possibly been aligned with the damage strut in place is the suggested evidence that a second collision occurred. My claim is there were no additional collisions  in the repairs that were found in need or because they were missed in the original inspection. Claiming that the alignment cannot be aligned with a damaged strut is false because I have had the vehicle aligned since leaving the body shop. My alignment is fine even with the damage strut , but the body shop claims that is not possible. They claim that when the car left their body shop, it was aligned, suggesting that there could not have possibly been a damage strut. The fact are there were no additional collisions, only damage to the bumper was additional because it was not installed properly the first time, or the second time. The bumper is still loose from the vehicle and does not fit properly. The car is subject to damage because of missing fasteners that are still missing. The vehicle has lost performance and economy because of repairs that were not made. 
  With all due respect, I am being called a liar, and being accused of having a second collision that did not happen. If I had had an additional collision, I would have no choice, but to file a second claim. But filing a second claim would be fraudulent, because no collision occurred. I understand that this incident may not lead to me getting my car fixed because the insurance company and the body shop would have to admit that something was done wrong on their part. All I can do is hope that somebody will believe that I am being truthful and ask that the right thing be done here.
  ***********************

  Business Response

  Date: 11/09/2023

  The vehicle has been inspected by Auto Physical Damage Appraiser that is an employee of the insurance company. They have denied the that the damage in question is related to the original loss. The front bumper was replaced during the original repair as well, I have attached a photo showing an additional impact to the front bumper after repairs were completed. 

  Customer Answer

  Date: 11/10/2023

  Complaint: 20615585
  
  I am rejecting this response because:

  The photo submitted shows new scratches on the bottom of the new bumper. After receiving my vehicle, I noticed that the front bumper was falling, loose from the rest of the car. I called my insurance company to find out if I could find somebody else to do the repairs, because the first body shop seem to be incompetent and I was worried about my safety. My headlights were not aligned properly, and when I looked under my car, I saw that repairs had not been made to the bottom of the car. Fasteners were missing plastic guards  were still broken from the original impact. While waiting for a response from my insurance company, the front bumper had fallen loose so bad that it had scraped the speed bumps in my neighborhood. This is the cause for the damage to the bottom of the new bumper. It was not installed properly the first time, and this caused new damage . The picture submitted is evidence of such. If you look at the pictures from the original assessment of the damages. You can see that the body panels have been removed and they are damaged when I sent pictures after my bumper started to fall off, the body shop claimed , the additional scratches to the bumper as a new accident or collision. The new damages were due to their incompetent work. My car is still damaged. . 
  
  Regards,
  
  ***********************