ComplaintsforGR Chevrolet GMC

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We own a 2014 Chevrolet Spark and in December 2022 we had to get a new transmission. We weighed the options of just getting another car or putting in a new transmission. We made the decision to go with the new transmission because we were informed that the new transmission had a 3 year/100,000 mile warranty. Now 16,000 miles later the transmission started having issues. The first replacement had been installed at another Nelson dealership and we took this time to the Chevrolet dealership. The whole time we were under the impression that we had the above warranty and then we were told that the transmission only had a 12 month/12,000 mile warranty. We would never of made the decision to get the new transmission if we had known of the actual warranty. We also were not given a copy of any warranty. To add insult to injury we were told that if we did not pick the car up that it would be put put in impound, however, at that time the car had only been there a couple of days after we were informed that we would not be getting our car fixed. We do understand that often times others involved were also not clear on the warranty. However, that is money out of our pocket and basically just to be told “sorry” there is nothing we can do. Like I said before, we would never of put that much money into the replacement transmission if we had of been told the correct warranty information on the transmission.

  

  Business response

  02/20/2024

  IT is very unfortunate that the new transmission that Ms. **** had installed has gone bad only 16,000 miles since installation. This is compounded by the fact that there was a misunderstanding regarding what the actual warranty covered. I have attached a copy of the warranty that explains the CVT transmission that is in the 2014 Chevrolet Spark only includes a 12 month, 12,000 mile transmission. Since the transmission was installed in December of 2022 it has past the 12 month period of coverage and they have also exceeded the mileage allowance, this issue is not covered under warranty. We apologize for the situation and the stress that this has created. 

  Customer response

  02/21/2024

  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. IT was very unfortunate about the situation and although you have now provided a copy of the warranty, the warranty was not disclosed in "legal" form of writing prior to the purchase of the transmission or at time of payment for the services.  It is a little late now to provide the warranty information after the fact that we spent money on a transmission that we were informed had a longer warranty.  If the correct warranty had of been disclosed up front, we would not of proceeded with the purchase/installation of the transmission.  I know you all are not going to cover any cost of the transmission; however, I am requesting that you all refund us the cost of the labor.  Again, providing the warranty information after the fact is not of any help now.   Regards, ****** ****

  

  Business response

  03/05/2024

  We apologize for the inconvenience that this has created. Since the work in question was performed at our Ford Mazda location as opposed to our General Motors location, the specifics of the warranty were not 100% clear to the Ford location. When they contacted the Chevrolet store an employee who is no longer with the company provided the service manager with incorrect warranty information. We agree to pay Ms. **** for the labor costs that she is requesting. We will be sending her a check for the cost of the labor associated with RO # ********. If additional information is required she can reach out to me directly.**** ******Customer Care ManagerNelson Automotive

  Customer response

  03/05/2024

  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

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to the service center on Tuesday 8/2/22 for a service related matter. I was told they had a busy schedule and may not get me in. I was called later that day that they were able to get me in and they did a check and told me what was needed to correct I approved. Later that evening while still at work I got the call my car was ready. I was unable to pick up the next day on my lunch break. My mother and I picked up my vehicle and took it home and dropped it off. My spouse then noticed the color of my car looked off and then noticed the top had thousands of deep scratches as if someone had taken a wire brush or tire brush to the top of my car. The clear coat was almost removed and the scratches were very deep as you can see in the photos. I take great care of my cars exterior and hand wash with a new cloth every time.Seeing this damage almost brought me to tears as I was about to trade in my car. I also did not authorize Chevy to clean my vehicle and they have been told not to multiple times. I took my vehicle to the service dept for them to review they told me they were going to call the owner and get back to me this was Thursday 8/4. I have since called and called for almost a week straight and been given the run around and no response. I would like compensation for the damages they have done to my car. I have many witnesses that can attest to the condition of my vehicle. Please help with this matter.

  

  Business response

  08/16/2022

  I am sorry to hear that you believe we damaged your vehicle when you brought it in for service on August 2nd.  When I saw the picture that you provided, I was wondering how it was possible to cause that much damage while performing a basic car wash like we do on occasion for our service customers. I contacted our IT supervisor and the service manager and asked them if I could review the video of your vehicle service to see what could have possibly happened?***** brought her vehicle in on August 2nd at 8:09 AM. The service was completed shortly after 4:00 PM and was taken on a test drive to ensure that everything was working properly. The vehicle was parked in front of our service department and the ticket was marked accordingly by ****** ***** at 4:33 PM on August 2nd. When we do wash a service vehicle we always wait until the service is fully complete so that it is clean when the customer comes to pick the vehicle up. I reviewed the video tapes of both the service lane where the work was completed as well as the wash area where vehicles are washed. I took the tapes back to mid-day on August second and watched them in the wash area all the way through mid-day on August 3rd to see if I could see how this damage could have possibly occurred. The 2016 Chevrolet Sonic that was brought in by ***** was never washed on either August 2nd or August 3rd as stated in this claim. I have attached four different pictures of the car as it is being brought in and out of the service bay. Although the pictures are not totally clear you can see that the finish is very dull. It is unfortunate that the vehicle ***** brought in for service has scratches and a loss of clearcoat, but this damage did not take place while in our shop for service.  We will not take responsibility for damage that we did not cause.

  Customer response

  08/17/2022

  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. They washed my car they wash every car post service. I have witnesses that can attest to my cars condition. There is no fading paint on my entire car until now on the roof where they damaged it. Also the photos he provided are very unclear and show the glare of a light not the condition of my vehicle. This is sad that they can deny this. My car is clearly scratched and was not like this when I dropped it off. I would love o have a meeting and view the video content of August second myself.  Regards, ***** ********

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was purchased on 3/1/22. Started having issues with the truck the first week. Took the truck to the dealership to be looked at. There was a long list of issues found with the vehicle. They stated they would have to order part. Parts finally came in and I was notified 6/30/22. Tuck was dropped off 7/5/22 as asked by the dealership. They did not fix everything that was wrong with the vehicle When we got the vehicle back we still could not drive it because there was a new issue with the vehicle. Serpentine belt was torn and flapping. Contacted the dealership and they stated we could trade the truck back in. They would only give us $53,500 back for the truck that we just paid right at $63,000 for 3/1/22. We also paid around S3k in taxes and titling. If you look at the attachments you will see we put $17k down for the vehicle. We had no choice but to trade and take a vehicle they had on their lot and take the huge loss to have an operable vehicle. I do not feel like this was the correct way to handle the sivalinarsins bani o 376 or 8 nos that the Pound tend are atlarmhote time we had to wait for parts they would not give us a rental. Other issues happen during that time as well. The back window leaked, the floor board under the floor mat on the passenger side was wet, the tailgate cap would not stay on the sunroof broke all before the vehicle was dropped back off for repair.

  

  Business response

  08/03/2022

  It is unfortunate that ******* experienced trouble with the 2017 Ford Raptor that he purchased in March. We were working with Mr. ****** to correct issues. Due to the supply chain challenges that our country is facing there was a backlog on the parts that were required to correct the issue. We got the truck back in and repaired the drivability issues at no cost as soon as parts were available. I would like to note that we did supply a vehicle for them to drive for a little over a week. In addition, they were able to drive the Raptor 3,739 miles during the short period that it was in possession. Like any used vehicle that is five years old the possibility of repairs being needed exists. We presented Mr. ****** with extended warranty options when he purchased the vehicle. He declined to add a warranty to cover potential issues. The first attachment show that the vehicle was purchased with the remainder of the factory warranty and was otherwise "As Is". The attachment shows that he declined the warranties that were offered.The second attachment is the vehicle history report. The report gave the truck a score of 94 based on the records. This is a high score for a five year old vehicle and shows that no known issues had ever been reported. We had no reason to believe that there would be any issues with the truck.******* apparently felt that there were too many issues with the truck that he initially purchased and wanted out. We explained that we would work with him to find another truck that would be a better fit. ******* came back in and found a 2020 GMC Sierra that he determined would fit his needs. The third attachment is the contract on this vehicle. You can see on the contract that we agreed to discount the price of the truck and he agreed to the terms of the trade in for the 2017 Raptor. He agreed to the terms and seemed satisfied at the time the transaction was conducted. I am sorry that he is now experiencing buyer’s remorse. 

  Customer response

  08/06/2022

  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. Regards, ******* ******I had no idea it would take 4 months to get parts or the vehicle would have been returned within the first week that it experienced issues   Only some of the vehicles issues were fixed not the entire list along with a new issue when we got it back which was a torn serpentine belt and the vehicle could not be driven  We asked to get out of the vehicle months prior and nobody would help us until some of the warranty work was complete  The warranty was going to be purchased prior to the factory warranty running out but was not purchased because we did not want to keep the vehicle due to more issues happening while waiting for parts  We wanted the vehicle purchased back from us and did not want to trade for another vehicle on the lot but they would not allow us to do that either  We we’re stuck!  We had to take the value given for the truck and the purchase price on the new one  Once again a $63k truck should not have issues from week one  Also we should not have lost $13k because we were made to wait on parts and not given the option to get rid of the truck sooner  I want a $13k check mailed to me  I will not drop this complaint and I will pursue it further  If a correction is made I will not speak of it further and it will not be make it known to the public  Thanks for your time! 

  

  Business response

  08/16/2022

  We purchased the 2017 Raptor at auction on February 8th of 2022. The vehicle history report attached to the truck gave it a score of 94 which is excellent for a five-year-old vehicle. On February 18th we ran the vehicle through our shop where we performed a multi-point inspection, lube oil and filter change, replaced the rear brake pads and provided a Virginia State Inspection. The vehicle was placed on the lot for sale.  Based on these factors we had no reason to believe that there were any underlying issues with this truck. As stated in my initial response, Mr. ****** was offered a variety of extended warranty offers yet he refused them all. We sold the truck “As Is” with the remainder of the factory warranty as the only warranty covering the truck. When the truck was brought to our Ford dealership for the issues, we discovered two items impacting the drivability. Parts were on backorder due to supply chain issues, but the vehicle was repaired as soon as they arrived. This was completely out of our control. Mr. ****** became frustrated with the truck and the issues that it was experiencing and decided he would rather trade than keep a truck with problems. He came in and found another vehicle that met his needs. We worked up figures for him that he found acceptable and he signed a binding contract that offered $53,500 for the Raptor. He was by no means obligated to accept this offer, yet he agreed to the terms and signed the contract. Vehicle values fluctuate daily and a variety of items factor into the valuation. We worked with Mr. ****** to correct the issues he experienced with the Raptor but he ultimately decided he wanted to trade it in. He accepted the vehicle valuation yet is now wanting us to write a check for the difference between the purchase price, taxes, tags, title and the trade in amount that he accepted.  This is not how business is conducted. You agree on the deal prior to signing the contract, not after the fact.  If he was unhappy with the terms he never should have agreed and signed the contract. He was under no obligation to trade or to accept the trade terms offered.

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