ComplaintsforSalt Lake Valley Chevrolet

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the service I received at Gus Paulos Chevrolet Salt Lake Valley Chevrolet ******************* in January 2024. I brought in my 2014 Cruze, which had just turned over ******* miles, due to an oil leak. I was informed that a turbo line leak was the issue and authorized the repair without receiving an estimate.Unfortunately, what followed was a series of delays and missteps on the part of the service center. I was told that they were waiting on parts from GM, resulting in me having to continuously rent a vehicle at significant expense totaling $1052.00 over the course of approximately 30 days. The final bill for the repair came to over $2200.00.Despite the repair, I have since noticed smoke entering my vehicle, which I was told was due to not all the oil on the engine being cleaned. Subsequent visits to the service center at their recommendation to change the oil although I was at 60% and do diagnostics to isolate new symptom of oil exhaust coming into the vehicle through heater vents have not resolved the issue - I still have an oil leak and continue to experience fumes and smoke in my car, even after spending an additional $100 for an oil change and tire rotation. I still have an oil leak which prompted the visit the first place and now smoke and fumes to deal with.I am deeply concerned about the health implications of inhaling burnt oil fumes and find it unacceptable that after spending over $3500.00, (service plus car rental) the original problem persists. I have attempted to contact the service manager, ****************, but have not received a response.I am requesting a full refund for the unsatisfactory service provided, or a thorough repair at no additional charges as a comprehensive resolution to the ongoing issues with my vehicle. I would hope for a prompt and satisfactory response to this matter.

  

  Business response

  05/20/2024

  ******* the Service Manager has been in contact with ***********************. ******* feels that this complaint has been taken care of.

   

   

   

   

  Customer response

  05/20/2024

   
  Complaint: 21616363
  
  I am rejecting this response because:

  They kept my vehicle and out of service for approximately 4 weeks causing me too incure ******* dollars in rental fees. All on the pretext they were waiting for parts from GM.  I opened a case with GM and had issues with them, first stating not to worry they will reimburse for car rental.  I have an email from GM customer service. Then they reject and did not honor that statement.  After approximately 4 weeks I got the car back and it was leaking oil still and smoke was coming into the heating vents, burning oil.  I took the car back and found out they didnt even use GM parts for the car.  Finally the service manager was able to replace the turbo line after a couple of months, that I had to suffer with a defective part, inhaling burn oil fumes.  On that matter I was told that all the oil that leaked would eventually burn off..  I will give the service manager credit as he told me to bring it back in to take a look.  That was when I found out the part initially installed was not compatible with my vehicle.  

   

  And GM instead of reimbursing for car rental, offered me a 2k coupon off a new vehicle.  At this point I am glad the car is fixed, but a written apology for all this would help alot.  We that are not mechanics have to trust who services our vehicles and when we get conflicting information.  IE waiting on parts then using third party anyway and not noticing the continued issues when I drove it off the lot the first time is concerning.  Very concerning. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/20/2023 I cancelled my GAP coverage for the amount of $1000 to be sent to Capital one for my vehicle loan, it is well over a month and it is still not deducted from my loan. I emailed Doug Webb and informed him, he responded with a phone number to accounting. I emailed him back informing him that the number he gave me was not in service.

  

  Business response

  08/07/2023

  Thank you for letting me know that the check hasn't been received by capital one. I had the lady that does the cancellation look into this. I have attached a copy of the new check for Capital one.  

   

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in to ***************************** with vehicle transmission issues. Vehicle is under power train warranty and has ***** miles 4 yrs old . Service advisor adamantly stressed that transmission isn't covered by power train warranty because transmission is a " wear item " . He advised me that to check what is wrong with it will cost $125 and whatever is wrong with the transmission will not be covered by power train warranty . I called GM technical support department to ask for advisement . GM technical department reiterated that in fact transmission is covered by power train warranty and asked me to put service advisor on the phone to explain it to him . Service advisor refused to talked to GM and said " i don't deal with GM and i don't care what they are telling you . In my 10+ yrs of experience i have never heard of power train warranty covering transmission " This is coming from GM authorized and ****************************** This isn't some private repair shop . The issue isn't paying $125 to diagnose the issue - as per GM i would get that reimbursed . The issue is that Salt Lake Valley Chevrolet service department is not willing to honor GM power train warranty by saying " whatever is wrong with your vehicle transmission , it won't be covered by power train warranty " . GM provided me with the case # 9-7199357909 and said that they will initiate the investigation and call the dealership ownership .

  

  Business response

  01/24/2022

  Per GM policies and procedures process for any warranty claims is to start with properly diagnosing the concern, and determining the failed part. only then can we confirm a part is covered under any applicable warranty. this particular vehicle has powertrain warranty valid until 12/12/2022 or ****** miles whichever ***** first. The service advisor tried to explain to the customer the process, stating if it is found to be something not covered under powertrain warranty then we charge ****** for diagnostic, if it is covered GM pays the diagnostic charge and the customer owes nothing. It was observed by other employees Mr. ***** was being very demanding and asking us to go against our commitment to our dealer agreement with *************** We have a process we must follow, our employees are trained to be consistent when writing up all vehicles until we can obtain the information we need for any coverage under warranty. The service Manager has attempted to contact Mr. ***** to explain this process and requirement in further detail with no answer or returned phone call from the voicemails that have been left. 

  The GM Powertrain Warranty does ***** transmission repair or replacement as long as it is a defect in the component and not caused by neglect or abuse. not all components relate to the transmission are covered. This is why a properly GM trained technician must diagnose the vehicle and a failed part(s) must be identified before any warranty work can be approved by service manager, completed, or paid by GM.

  The Service advisor did not refuse to speak with GM customer care however during the current environment and Pandemic he did not feel comfortable handling or speaking into the customer's personal cell phone. In 19 year's experience with GM i have never heard f ***** customer assistance asking to speak with a service advisor since neither of them are able to approve or deny any warranty work.  Every other contact with them I've had they contact the service manager for an explanation or advise the customer to speak with the service manager directly who was available on the date and time the customer was here.

  Mr. *****'s claim that " Salt Lake Valley Chevrolet is not willing to honor GM power train warranty" is not true whatsoever. We Diagnose, repair, submit, get approved and receive payment from GM on numerous transactions every day without issue. What we are not willing to do is allow a customer to dictate how we determine what is and is not covered under warranty. There are over 400 pages of GM Policy and Procedure manuals outlining how to conduct business and what is required from us. We will not sacrifice our franchise or business for the sake of one customer that believes we should bypass the system. 

  As stated above I am more then willing to give Mr. ***** a thorough explanation of the process we and every other GM dealer are required to follow. If his vehicles concern is listed for powertrain coverage after allowing us to follow the necessary strategy based  diagnosis steps then we can and will be more than happy to complete it and submit it to GM for warranty payment as we do Daily. Customers do not pay for warranty work to then be reimbursed, we submit directly to GM, they cover the predetermined diagnosis time, parts, and Labor charges per the operation code of the failed component. Customers are only responsible for non-covered items which is why we request up to a ****** diagnosis charge in case the concern is not covered, our technicians need to be compensated for their time by the vehicle owner or manufacturer once again depending on the outcome of the diagnosis. 

   

  Customer response

  01/24/2022

   
  Complaint: 16413841
  
  I am rejecting this response because: This dealership is lying . I didn't demand anything but only politely asked for explanation why service advisor explicitly stressed that " nothing about transmission is covered under power train warranty because transmission is wear and tear item " Service advisor stressed that " In my 15 years of expiriance i have never heard of transmission being covered by power train warranty. It's 125 $ to do diagnosis and whatever is wrong with your transmission it isn't covered by power train warranty " . I contacted GM and GM sent me technical service bulletin to perform on the vehicle under power train warranty. Service advisor REJECTED and stated " i don't care what GM is telling you " As per GM " diagnostic fee of $125 " is not something to charge because vehicle is under power train warranty. Power train warranty covers diagnosing transmission issues that owner reports . This dealership is continually lying . I had GM technical department on the phone and they asked me to talk to service advisor to educate him on technical service bulletin issued for this transmission . Service advisor REJECTED not because his was concerned about pandemic as he wasn't wearing a mask , but because he said " i don't deal with GM " . I asked if there is a service manager i can talk to because this service advisor was refusing to hear everything i was trying to explain to him , i even had technical service bulletin document printed out to show him . No manager was available or he just didn't want to come out and speak to me. I took my vehicle to *********************** Chevrolet , they did the diagnosis of transmission and performed the procedure as outlined in technical service bulletin and my issue was resolved with no charges at all ! . This dealership is outright lying on every single thing . Service advisor even refused to diagnose the transmission unless i pay $125 UPFRONT . I have entire conversation recorded on my phone and it shows who is being unprofessional , demanding an upfront payment and who is politely asking for explanation. It is unheard of to pay for diagnostic fee for a vehicle that is under warranty and one that has service bulletin issued for the particular component in question. Service bulletin has instructions on it for dealership how to get payment from GM. Potential customers of this dealership ought to be aware of their ****************** unprofessionalism , impoliteness , unknowledgeable about technical service bulletins and warranties , and blatant lies. In this instance , Salt Lake Valley Chevrolet did in fact refused to perform service for an item covered under warranty . If they want to call me to argue their lies of what has been said than i wish not to talk to them . I have audio proof of conversation . Sincerely,****** Tagic

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