ComplaintsforAmery Chevrolet, Inc.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle in to change to 4 winter tires which I have done before and when I got home I saw that they only put 2 on. It took them close to 4 hrs and ***** said that had issues with the tire machine is why it was taking so long. I called a mgr **** and he stated after getting back to me that his help told him there was a truck tire in the car and only 3 winter tires. We don't even have a truck tire. They also were suppose to fix the spare which had a slow leak in it. When I told **** this he was yelling at me saying I called him a liar and not listening at all. I told him I cannot believe this for all teh work we gave them over many years and still he continued to yell.

  Business response

  12/03/2021

  I received a call at 7:30 am 11/17/2021 from the customer. The customer was upset and combative right away. She stated the she brought 5 tires in. One was supposed to have a leak fixed and the other 4 were to be mounted and balanced. The customer asked me if I had any idea why we only mounted and balance 2 of her tires. I stated I was unaware of the situation, but I would be happy to look into it when I got in to the dealership as I was not in the dealership at the time of her call.  She then continued to complain about an oil change that took 3 hours on a Saturday. Looking at our records, I believe this was back in February, 2021. She proceeded to attack me about how that 3 hour oil change was unacceptable and she was way too busy to spend 3 hours at the dealership. She stated many times maybe she should take her vehicle to a shop near her work or another one in Amery. I told her I didnt know anything about that. The customer said, Well maybe you guys are breaking stuff and trying to hide it. I said we would never do anything like that. Then she complained about a car that was stuck on our hoist for a day. Again, I dont know about that. Then the customer complained that we dont give loaner cars out like we used to and that wasnt ok with her. I explained that with the shortage of vehicles, I dont have enough to give out. I told her I only have 1 new vehicle in stock and in todays market its hard to get used ones. She asked me if I had any idea why we would have only mounted and balanced 2 tires. I asked her if the vehicle was 2 wheel drive. She said it didnt matter and 3 hour oil changed are ridiculous. I then told her if it was a 2 wheel drive vehicle, it is normal to put winter tires on just the front. The customer then told me that maybe I wasnt the one to speak with because I was only giving her excuses. I told her that wasnt true. I was stating a fact about my inventory and she asked why I thought they didnt mount all four tires. I then restated to her that when I got to the dealership I would look into it. She said, Well I sure hope you find out and dont charge me to do the rest. I took down her number.

  When I got to the dealership I started with my service advisors and asked them why we only mounted and balance 2 tires. The first advisor said there were only 3 winter tires, one tire that needed to be patched and one bigger tire that appeared to be a truck tire. I then went and asked the technician that worked on the vehicle the same question. He said the same thing, there were only 3 winter tires, one to patch and a truck type tire. He was confused so asked the advisor what he was supposed to do. It was decided to mount and balance 2 winter tires and patch the one tire. I then pulled the camera footage to see the technician remove 3 tires in plastic bags and one tire not in a bag from the vehicle. There was a 5th tire that you can see in the back hatch of the vehicle that was visibly larger than the one taken out that needed to be patched.

  I called the customer and told her that the reason we only mounted and balanced 2 winter tires is because there were only 3 in there. The customer told me that wasnt true. I told her that I pulled the cameras and could see that my employees were telling the truth. She said that doesnt make sense why would there only be 3 winter tires. I said, I dont know, maybe someone made a mistake and  grabbed a wrong one. She said no its not true. I told her that I was watching the video footage as we spoke. She asked if I can see into the car? I said no I can see what my technician pulled out. She asked, you mean I can come down there and see the footage? I told her yes, I would be happy to show her the video footage. Then, she started complaining about the 3 hour oil change and the I wasnt telling her the truth. I told her I was and I didnt appreciate her calling me and my employees liars. She then asked why no one called her to ask why there were only 3 winter tires in the vehicle. I told her that was a good question and I had asked the same question. The customer then told me that it wasnt true that there were 4 winter tires in the vehicle. I told her I didnt appreciate her calling us liars that I was watching the cameras and she was incorrect. She then accused me of calling her a liar and said maybe she needed to call my business partner because maybe he would value her business more than I did. I told her she was welcome to call him but was going to refer her back to me since I run this store, not him. She then told me that I was unprofessional and she didnt need to be treated that way. She hung up on me.

  The customer immediately called me right back and left a voice mail stating she was going to contact the BBB and my business partner so I could get my story straight.

   

  The customers Desired Settlement is to have a billing adjustment. I am not sure what she would like adjusted. We only charged her to repair the one tire and mount and balance the 2 winter tires.

   

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

  General Manager

  Customer response

  12/05/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************** I disagree with what he was going on about with me. He was very rude and yelling at me that I am lieing about all the tires being in the back of the car. In the car 5 tires were in it.I did not get what we requested , 4 snow tires put on. For as much business as we gave this business I should of been treated more professionaly. I want a refund for the job not done completely.

  Business response

  12/10/2021

  see attached 

  I received a call at 7:30 am 11/17/2021 from the customer. The customer was upset and combative right away. She stated the she brought 5 tires in. One was supposed to have a leak fixed and the other 4 were to be mounted and balanced. The customer asked me if I had any idea why we only mounted and balance 2 of her tires. I stated I was unaware of the situation, but I would be happy to look into it when I got in tofthe dealership as I was not in the dealership at the time of her call. She then continued to complain about an oil change that took 3 hours on a Saturday. Looking at our records, I believe this was back in February, 2021. She proceeded to attack me about how that 3 hour oil change was unacceptable and she was way too busy to spend 3 hours at the dealership. She stated many times maybe she should take her vehicle to a shop near her work or another one in Amery. I told her I didn't know anything about that. The customer said, "Well maybe you guys are breaking stuff and trying to hide it." I said we would never do anything like that. Then she complained about a car that was stuck on our hoist for a day. Again, I don't know about that. Then the customer complained that we don't give loaner cars out like we used to and that wasn't ok with her. I explained that with the shortage of vehicles, I don't have enough to give out. I told her I only have 1 new vehicle in stock and in today's market it's hard to get used ones. She asked me if I had any idea why we would have only mounted and balanced 2 tires. I asked her if the vehicle was 2 wheel drive. She said it didn't matter and 3 hour oil changed are ridiculous. I then told her if it was a 2 wheel drive vehicle, it is normal to put winter tires on just the front. The customer then told me that maybe I wasn't the one to speak with because I was only giving her excuses. I told her that wasn't true. I was stating a fact about my inventory and she asked why I thought they didn't mount all four tires. I then restated to her that when I got to the dealership I would look into it. She said, "Well I sure hope you find out and don't charge me to do the rest." I took down her number.

  When I got to the dealership I started with my service advisors and asked them why we only mounted and balance 2 tires. The first advisor said there were only 3 winter tires, one tire that needed to be patched and one bigger tire that appeared to be a truck tire. I then went and asked the technician that worked on the vehicle the same question. He said the same thing, there were only 3 winter tires, one to patch and a truck type tire. He was confused so asked the advisor what he was supposed to do. It was decided to mount and balance 2 winter tires and patch the one tire. I then pulled the camera footage to see the technician remove 3 tires in plastic bags and one tire not in a bag from the vehicle. There was a 5th tire that you can see in the back hatch of the vehicle that was visibly larger than the one taken out that needed to be patched.

  I called the customer and told her that the reason we only mounted and balanced 2 winter tires is because there were only 3 in there. The customer told me that wasn't true. I told her that I pulled the camera's and could see that my employees were telling the truth. She said that doesn't make sense why would there only be 3 winter tires. I said, "l don't know, maybe someone made a mistake and grabbed a 

  wrong one." She said no it's not true. I told her that I was watching the video footage as we spoke. She asked if I can see into the car? I said no I can see what my technician pulled out. She asked, you mean I can come down there and see the footage? I told her yes, I would be happy to show her the video. 

  www.amerychevrolet.com footage. Then, she started complaining about the 3 hour oil change and the I wasn't telling her the truth. I told her I was and I didn't appreciate her calling me and my employees liars. She then asked why no one called her to ask why there were only 3 winter tires in the vehicle. I told her that was a good question and I had asked the same question. The customer then told me that it wasn't true that there were 4 winter tires in the vehicle. I told her I didn't appreciate her calling us liars that I was watching the cameras and she was incorrect. She then accused me of calling her a liar and said maybe she needed to call my business partner because maybe he would value her business more than I did. I told her she was welcome to call him but was going to refer her back to me since I run this store, not him. She then told me that I was unprofessional and she didn't need to be treated that way. She hung up on me.

  The customer immediately called me right back and left a voice mail stating she was going to contact the BBB and my business partner so I could get my story straight.

  The customers "Desired Settlement" is to have a billing adjustment. I am not sure what she would like adjusted. We only charged her to repair the one tire and mount and balance the 2 winter tires.

  Customer response

  12/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   The mgr was the one calling me a liar, yelling at me when I told him past issues but explained this incident made me want to take time to speak with mgmt. He told me not to bother speaking with other mgr. I said I cannot believe with all the business given to them off myself, kids and family he would treat me this way. He continued to say I was lieing and finally I said I will go somewhere else. I am requesting money back for two tires since job was not completed.
  
  Regards,
  
  *****************

  Business response

  12/20/2021

  I would like to see this put to rest.  The customer states that she wants her money back for a job that was not completed.  However, we did complete the mount and balance of 2 tires which is all that we charged her for.   

   

  With her providing only 3 matching tires and one tire that was a bigger size,  we did not want to mount and balance one tire that didnt match the rest.  Having done so may have caused damage to her vehicle.  Had she provided 4 matching tires, we would have mounted and balanced all four.

   

   

  Customer response

  12/20/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Not only was the mgr yelling at me accussing me of lieing and not completing the job he was to do he assumes without handling this properly my complaint will disappear. My job was not done. In the past they did complete it two years in a row but again he did not do what they were suppose to do so I needed to pay someone else to complete the job which cost me even more cause all 4 tires were not done at once. I was a refund on what i paid in to this business, its the right thing to do after all they have put me thru when I was nothing more than a loyal customer. No one should be treated this way by other adults.
  
  Regards,
  
  *****************

  Business response

  12/21/2021

  As I completely disagree with everything this customer is saying but this is not worth the $34.56 that she paid for us to mount and balance to the 2 matching tires she provided. I will send this refund out in the mail today as a good will gesture if this will put this to bed.

*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. ↩