ComplaintsforAutosByNelson.com

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called AutobyNelson, GR Chevorlet the weekend before July 4th, and explained to them (Service Dept) I would like to have my 2015 Buick Encore, which I purchased from them, towed there to be looked at. I was told that they could get to it within two or three days, so i had it towed! I visited the dealership, the following Friday the 8th, my car had not been looked at, and I was told that I picked a bad time to have it towed to them because apparently this was vacation time for most of the mechanics. So i had to purchase a rental, at $20/day for almost three months, all while making a car payment and insurance payment on the vehicle i was not driving. I finally turned the rental back in the last week in August. But not, before hitting a deer in it, yet another expense! I checked back with them at the beginning of August, and they still haven't officially looked at my vehicle, they think it may be a head gasket, I'm told by the Service Manager. I hear nothing from them for the entire month of August! So, I contacted them before Labor Day, and requested my vehicle be towed at their expense since, no one there is doing anything with it! The next day, I'm told by the Service Manager, i now need an engine for my car! And that they are having a problem finding a new or used one anywhere! So, I called two weeks ago and I was told by the Service Manager, thought he thought I had picked my vehicle up already! NOt only did this upset me, but it gave me the impression that they were never looking for my engine in the first place! I made my disappointment and frustrations known to the owner, Lee Nelson on several occasions, usually with results! But, it simply should not have taken that step, for the Service Dept to reach out to me! I feel that they do not appreciate my patronage, and most likely will be taking my business elsewhere, once they finish my car! I would definitely like an apology if not compensation for my undue hardship during this time.

  Business response

  11/07/2022

  We apologize for the delay in getting your Buick Encore repaired and back to you. There were a few issues that lead to the long lag time in getting your vehicle repaired The pandemic created supply chain issues that make getting parts much more difficult and it has also created challenges hiring qualified candidates to work. Being short staffed with an extreme workload and not being able to get parts to repair your vehicle attributed to the turnaround time. As it turns out your 2015 Buick Encore needed to have the engine replaced. We completed the repair, and you picked it up on Friday November 5th. Everything should be working properly now. If you experience any issues at all bring it back in and we will take care of you. We again apologize for the inconvenience caused by the delay.

  Customer response

  11/08/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* *******

• Initial Complaint

  12/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2019 Nissan Frontier S on 12/8/2021. They had this vehicle advertised on line as having a back up camera and the pictures showed a liner on the tailgate. Unfortunately, the night before I came to pick up the truck the tailgate had been stolen with the camera off the truck leaving cut wires at the camera/chassis connection. I wasn’t told this until I drove 1 1/2 hours to get the truck and take a test drive. They had ordered a tailgate from a salvage yard to replace it. The tailgate did not have a camera in it nor did it have a liner on it. I am getting older and can’t bend my neck as far as I need to due to a motorcycle accident making the back up camera feature very helpful for me. When the sales lady spoke to what I assume to be the procurement manager, we overheard him talking loudly to the sales lady and putting me, the customer down. He did not know that we were sitting right outside his door in the lobby area. We were told to wait and see if the used tailgate had a camera. I was called and told it did not have a camera and they were “NOT going to put anymore money into the truck and if I didn’t want it “as is”, they would just send it to auction and get more money for it which is totally bogus. This isn’t my first rodeo but they took me for a dummy. I took the truck as is because it was in my payment range and couldn’t afford a higher payment being on a fixed income. BTW, there was no price adjustment for not having the advertised equipment. P.S I could not find the online ad and description stating it come with a rear camera.

  Business response

  12/23/2021

  I am sorry that you were not informed that the vehicle that you had a test drive scheduled for had experienced theft. When we discovered the theft the individual that found it did not communicate with the sales department because they did not know that a test drive had been scheduled for the truck.  For that reason the person who had scheduled the appointment was unaware that anything was wrong. Had they been informed they would have let you know.The conversation that you overheard was intended for the sales person only.  It was an explanation of the market and the extremely high prices that vehicles are bringing at the auction. He simply explained that with market conditions at the current state it would not behoove us to buy a new tailgate with a backup camera. I apologize that you heard this discussion.It is very unfortunate that the vehicle you were interested in had the tailgate stolen. Believe me, this was out of our control and would have never happened if we could have stopped it. With that said, you were fully aware of the condition of the vehicle when you purchased it as is. You knew that it did not have a backup camera and you also knew that it did not have a bedliner on the tailgate that was used as a replacement. You were under no obligation to buy the truck. You made that decision after driving it under the condition that it was in following the tailgate theft. You knew the condition of the truck upon purchase and bought it as is. I apologize for the inconvenience that was created by the theft but this was out of our control. 

  Customer response

  12/23/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was interested in the truck as it was advertised online and as described in the features section of ad. All I am asking is for reimbursement of the camera, tailgate liner and camera harness to restore it back to the condition that was advertised in the sales ad.  Regards, ******* ********

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