ComplaintsforCharlie Obaugh Chevrolet Buick GMC Kia

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2011 Gmc Acadia was dropped off March 15th,2023 for a diagnostic test.First Repair Est. March 22nd Timing Cover Gasket $2854,Rear Main Seal $2653,Oil Pan Gasket $2637.******** Warranty sent inspector out after breakdown authorized work March 23rd.On April 24th Asst.Service Manager ******* ****** called myself & ******** said Timing Chain was stretched & tensioner have play,******** asked for my Maintenance Records which met their requirements,******** asked ******** ****** is there something actually wrong with Timing chain or were they asking for it while they were in there,also after all the amount of money involved in this claim and already authorized.******** said I needed to be contacted for permission to do another teardown since they literally just resealed the timing cover the technician should've notified ******* ****** at that time that the timing chain needs attention.Once teardown was complete inspector was sent out and May 15th ******** approved repair May 30th ******* ****** reached out to ******** about parts, that the parts dept messed up on what parts were needed,******** approved parts the same day.Not until July 26th did ******** hear from ******* ****** to be told now there is a predominant knock noise under the hood coming from the rod, that they had been in the engine multiple times & not sure how they should proceed to continue.Engine Repair Est. Given $10,326.I have been patient & calm reaching out to Service Manager ***** ******** and President Eric Obaugh to figure out a solution which they both have lied and spoke very rude & unprofessional.Eric Obaugh said they told ******** and myself in the beginning it needed a new engine which is not true also after he just told me he didn't know about my situation.My truck was running when I dropped it off now it doesn't. No engine lights,very little noise when turning the wheel and it needing oil in between oil changes I originally took my truck in to have a second opinion on diagnostic test.

  Business response

  10/11/2023

  To address Ms. ******' claims as short as possible We have had her vehicle at our location for an extensive period of time due to her less than standard exteneded service contract, ********, not making the correct calls after we told them what to do from the beginning. Her vehicle has been here since August waiting for her extended service contract company to make a call.This has had nothing to do with our store, it has everything to do with her extended service company. We tld them from the beginning what it would need. They did not listen. I'm also sorry she bought this vehicle from a dealer that won't stand behind what vehicles they sell and that they sell inferior service plans. Our staff and I also will not be called liars when it's the accuser that won't accept the truth of the story. Sorry, but choices have consequences. We have done nothing but try to help her out of a bad situation that a dealer obviously knew the vehicle had major issues. So, we will not be working on Ms. ******' vehicle moving forward due to her slanderous accussations of our staff and myslef when all we wanted to do was help her out when her dealer would not, nor the extended service contract they sold her would either. She should have filed this claim against the dealer she bought her Acadia from and ******** for not backing what she bought, not our store.Starting Friday, October 13th, 2023, if her vehicle is not removed from our premises there will be a $150 per day charge for storage and we will be filling for an abandoned vehicle title during the time the storage fees are adding up.Eric Obaugh

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 4 2023 went in for oil change and tire rotation. Found out one of the tires had a nail in it, planned on getting it fixed(plugged) only to find out that the tire could not be patched because it already had a plug in it. Here's the dilemma, I have NEVER had a flat tire or any type of issue with my tire until that day. I got the car brand new in April of 2020. So my question to this business was "how did a plug get in my tire if I have never had a flat tire or any type of tire issues."The only time my tires are ever being touched is when I go there to get them rotated. I was also told my tires had over 40k miles on them...I didn't understand tat either because my odometer was reading 36k and my next oil change would be at 41k. I just wanted know and I asked the General Manager did i buy a brand new vehicle with used tires on it or was my tire swapped out during a routine tire rotation. No one can give me an answer as to why my tire has a plug in it and I purchased this vehicle brand new and I repeat, I have NEVER had any tire issues until now. I also forgot to mention I went there in April of this yr and I was told I had 1 lugnut missing ,(which is probably when my tire got plugged ) and they had to put another 1 on. Everyone has had an attitude about this whole thing but I just want some answers and new tire/tires if those tires are used.

  Business response

  09/13/2023

  We are sorry for Ms. ****** misunderstanding thinking she has used tires on her vehicle. We never have nor ever would sell a brand new vehicle with used tires and to be honest take offense to those comments. **** *****, our import service director, has attempted to contact her to no avail since receiving this complaint. We want to take another look at her vehicle to see what we could do for Ms. ****. If she does not return our calls we will not be able to assist and address her stated concerns, becasue I can rest assured we did not sell her a new vehicle 35k-40k miles ago with used tires. Respectfully, Eric W. ObaughOwner

  Customer response

  09/19/2023

  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.  Charlie Obaugh Chevrolet called me 1 time. I called them literally 10 times and left numerous messages from September 12th-15th and no one has bothered to call me back. ******* ****

  Business response

  09/21/2023

  We have tried to contact Ms. **** to talk further, but to no avail. We have never received her calls, but are still wanting to address and resolve her concerns. Not sure what else we can do if we don't have a meesgae to return her call. Respectfully submitted, Eric W. Obaugh

  Customer response

  09/21/2023

  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, ******* ****

  Customer response

  09/28/2023

  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 apologize but the last message that I received from you was on the 13th. Here's a screenshot of my calls to them. I just don't understand how the unsatisfied customer should have to keep calling the business to get a response.See attached screen shot. 

  Business response

  09/28/2023

  All I can say is we have tried multiple times to reach out to *******. I find it very hard no one picked up your call(s). Since you seem to be having an issue making your way through our phone system, call me at ***** ******** **** ***, dial my ext as soon as the phone picks up. I guarantee I will answer it or will have a call back within 24 hours during the business week. This needs to be addressed as we never sell a new vehicle with used tires, EVER. Eric Obaugh

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to Charlie Obaugh Chevrolet of ******** ******** because I thought my 2019 Tahoe had a miss in it. The mechanic asked me before even looking at my vehicle if I wanted to trade and I thought he was joking. I said yes. The mechanic instantly bought a salesman to me. I still was thinking they would work on my Tahoe. This salesman, **** ****** ***, saw a picture of my deceased husband on my phone and asked me if that was him. After telling him yes and how good my husband was to, **** continued to say how he wanted to be like ****. He was constantly talking about being like ****. He played on my emotions the whole time he was with me. I feel he played on my emotions just to get me to purchase the vehicle. I have never been taken advantage of Like this before. Then after me purchasing a vehicle that I really wasn’t happy with, he was all about paperwork and never mentioned **** again. Now his manager says there’s nothing he can do for me. I am truly heart broken over this vehicle. As I was driving through the sale lot, they had already put sold on it.

  Business response

  05/18/2023

  I am sorry Ms. ******* has written concerns as she has done to you concerning our ******** salesperson. Mr. ***** is a ******** American who takes great pride in his work and truly cares for his customers as this is part of the ******** family values is to care about one when they have gone through a difficult time. Mr. ***** being raised with strong ******** values showed these values while building a relationship with Ms. *******. I am sorry she does not understand these actions as they are only because Mr. ***** was true and geniune in his comments with Ms. *******. And to accuse Mr. ***** of racism is absolutely crossing the line. Further, Ms. ******* was in our store for over 6 hours to purchase her new Traverse, so they were many times during the process to know whether or not she truly wanted the vehicle. Our management staff went above and beyond explaining every step along the way including the extra hour or two unlocking her credit. I, myself, looked over and questioned the process, and everything that was done was done with complete professionalism. When Ms. ******* first contacted us concerning bringing the Traverse we had already processed her deal as everything is done electronically these days and once the deal is signed it is sent onto the financial institution and DMV. There is no way we could or can unwind the deal. I am sorry Ms. ******* has buyer's remorse, but the only thing we can do know is trade her into another vehicle. Until then, we are happy to assist Ms. ******* with any maintenance or repair needs. Respectfully,**** ******

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I test drove a vehicle this morning at Charlie Obaugh in ********. After driving the vehicle and looking it over, we left to discuss it over lunch. I decided to proceed, so I went to the bank and secured a loan. Upon returning to the car lot, the salesman met us and took us to his desk. I noticed the vehicle wasn’t where we left it, he said another salesman took it, but he’d get it right back. The sales manager came by and the salesman asked him if the other associate was selling the vehicle, the manager told him “not happening”. The manager said he would retrieve the vehicle for the salesman. The salesman sat down with us and we discussed the vehicle, I told him that I secured financing and wanted to know the best price that he could offer me. He excused himself, saying he would confer with the sales manager and return to us briefly. When he returned he said that, yet another, salesman had the vehicle and was conducting a test drive at that moment. I asked what price the sales manager approved, and the salesman said “since we have another interested party, the BIDDING will start at the online pricing”. My wife and I stood up, I told him to have a good day and that I won’t play these games. As I’m leaving, the salesman asked what was wrong. I told him that I came to buy the vehicle, with financing already lined up, and he wanted me to get into a bidding war with someone else……that was both unethical and extremely rude. He then tried to say that he wasn’t serious, he tried to say that he was only joking. At this point we left. This wasn’t a joke, this was just a very shady attempt to make a few extra bucks.

  Business response

  01/18/2023

  Here is the timeline of events from our staff as there is always a sceond side of a story....... Timeline:11AM - First visit. Mr ****** and his wife test drove a 2015 Jeep Cherokee and said they may be interested. He informed my salesperson that he was shopping at 3 or 4 other dealerships and that he "was going out to the car and talk it over with his wife,"  and then, without my salesperson's knowledge, left the dealership in his car with his wife. At no time did Mr ****** indicate to my salesperson that he would like us to hold the vehicle, nor did he offer a deposit to do so.

  1135AM - A different salesperson showed said vehicle to a different customer, but customer could not obtain financing for the Jeep.

  320PM - a THIRD customer visited and inquired about the Jeep. This customer was well-qualified and agreed to purchase the Jeep.

  330PM - Mr and Mrs ****** returned to the dealership with intent to purchase the Jeep, only to find out that the Jeep, unbeknownst to my salesperson,  had indeed been sold to the 3rd customer. At no time did a  "bidding" war ensue, nor was it suggested. Dealership policy is, without a signed commitment and/or deposit, vehicles are on a first come/first serve basis. Even if Mr ****** had offered a larger purchase price, we would not have accepted it. Respectfully submitted, Eric Obaugh

  Customer response

  01/19/2023

  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. The salesperson did in fact suggest a bidding war, he outright said so.   Perhaps if they review security video, the audio might catch it.   Regardless, my wife and I clearly heard it.   Furthermore, the car was currently on the test drive at the time this took place, so it could not have been purchased in the timeline described in their response.   This could also, easily be verified by review of camera footage.    Regards, ******** ******

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. On September 30th, my car was brought to Charlie Obaugh’s collision center 2. On October 4th, they called me to let me know they were working with my insurance to adjust the actual estimate 3. On October 5th they called to let me know they the adjustments had been approved and that repairs would be complete in about two weeks. 4. On 10/13 I called to check in on the status of the repair and am told “they don’t have a definite timeline as they are waiting on parts to come in” - worth noting that this was more than a week into my two week timeline and they made no effort to reach out first 5. On October 19th I called twice, once went straight to voicemail and got a call back 3 hours later and was told that my car would be done on the 25th OR the 26th at the latest. *they tell me they will absolutely let me know if that timeline changes* 6. On October 20th I called again just to be sure that they were still on track to finish by Tuesday the 26th, they unequivocally say yes and tell me they will reach out proactively if that changes 7. On October 22nd, I make one last phone call before the weekend to be sure that I could plan my week around picking up my car on Tuesday at the latest, and they say yes; they are on track. 8. Call yesterday, October 24th, and am sent to voicemail 3 times. I call one last time near the end of the work day (4pm exactly) and am quickly rushed off the phone by the receptionist who tells me she’ll call me back before 5. At 4:50 the call hasn’t been returned, so I call back and am sent straight to voicemail. 9. I call this today (10/26) about pickup and am told they have not yet received the ENTIRE FENDER for my car, and that they don’t know exactly when it will arrive and will take 3-4 more days to install. I am now in a position where I have detrimentally relied on material promises made by Obaugh which now have real logistical and financial implications.

  Business response

  11/01/2021

  We would first like to thank Ms. ****** for her business. We cannot argue we should have been communicating much better than we did. Unfortunately in the body shop industry we are held captive by the insurance companies as to where we are directed to get parts while repairing a customer's vehicle. In this instance that was the case as we were directed to get an aftermarket part and it took three times to get one that was able to be installed and not the incorrect fender or a damaged one. As soon as the proper fender arrived we stopped everything and got right after her vehicle and finished the repair knowing time was of the essence. She picked up her vehicle last week. We hope the work was to her satisfaction, and once again we are sorry for our shortcomings on communication with Ms. ******. Respectfully, **** ******

*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. ↩