ComplaintsforGandrud Motor Company

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck in the first winter I had it and was making a high pitch squealing sound and also stopped blowing any heat. Was told the problem would fix its self. Never did. Following winter does the same thing bring the truck in two different times two different parts replaced worked for two days and problem came back during this time the truck was at the dealership for a month almost in time. The problem is they cant diagnose what is making the sound and get towed from Chevrolet corporate to take it to a second opinion, which I have to wait six months when winter is full force in heat in my truck mama needs to be here and I dont have time to take it to another place. All I want is my heat fixed so I can use the truck like it was properly supposed to be when I bought brand new truck was under warranty one brought in and now wont fix it

  Business response

  08/01/2023

  **************** did purchase the vehicle from ** and first noted the complaint of a squeal noise during cold weather in March of 2022 at about 27k miles. We were unable to duplicate the concern and no repair was attempted. **************** then returned with a similar complaint in Dec of 2022. We engaged with technical engineering to assist in the diagnosis as the noise was quite faint and difficult to replicate. Based off other problematic vehicles that exhibited similar concerns, they advise replacing a "cam" for the mode door system. Parts were needed to be ordered and he returned the next month (Jan 23) for installation of the part. **************** then had two maintenance visits before he mentioned the problem again in June of 2023. In the interest of at least attempting to repair the vehicle, we installed a new blower motor assembly. Although the noise was extremely difficult to replicate and was not actively acting up for us at the time. 

  We believe the vehicle to still be exhibiting the noise at times and fully believe **************** when he states the noise is coming from the vehicle. However, considering the noise typically occurs during the cold weather, our virtual incapability of reproducing the said noise, and the fact that we have already eliminated the most probable causes; we will need to actively duplicate the concern to properly determine the source of the unacceptable noise. **************** advise to replace "everything" to fix it. We obviously cannot continue to parts swap randomly in a feeble attempt to correct the concern. In fact, engineering has even alluded to the fact that the noise may be an acceptable operational characteristic of the vehicle. 

  Gandrud would still like to attempt a repair, but we cannot proceed unless the vehicle is exhibiting the noise. All parties agree that the noise is intermittent during warm ambient temperatures, so we are advising to wait until temps are more favorable to duplicate to noise as well as confidently be able to confirm if the problem is corrected to the satisfaction of everyone involved. 

  **************** has reached out to us today (8/1) and emphatically suggested that we fix the issue. The Service Manager is engaging with him directly to try and secure a reasonable solution for his situation. 

  Customer response

  08/08/2023

  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 service records are not complete for my truck to start with for the date in question is June 28, 2023.  This is because I stated both to Gandrud and the Cheverolet customer complaint service that I was going to be GONE for 6 weeks from MAY 28 though JULY 10 of 2023.  I asked for the truck to be fixed and let me know if they wanted it to fix. NO phone call to request the truck to be brought to the shop to be fixed at all.  This stated "How did my truck get to Gandrud to be worked on???" Also, when the truck was in on May 22, 2023 the mileage at that time was ***** and on June 28, 2023 its 67307.  So the question is Who stole my truck to get it to the shop? or Whose truck was looked at and entered on my truck service records?  Or Did the service **** at Gandrud just make something up?
  
  Regards,
  
  *******************************

  Business response

  08/09/2023

  I am unaware of the possible issue with ****************************** service history confusion other than some version may be sorted by the closed date rather than the open date. I have an attachment of vehicle history that has the opened date as a sorting method with itemized line by line detail. As you can see the vehicle has a normal progression in mileage. The vehicle was only in the shop during times that he would be aware. The reasons for the unusual closing dates are - One invoice was inadvertently left open in accounting causing the closing delay and the other invoice was held up by the extended warranty company authorization and was ultimately rejected for payment. Which, at that time, we closed the invoice and absorbed the repair costs. All of the vehicle service records we believe to be accurate and complete. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a new 2023 Ram truck. When we opened up the tailgate on this new truck we found the tailgate to be severly scratched. I did bring it to their attention in an email that was never addressed. When we picked up the truck we were directed to an indoor area with men working on vehicles where our salesman explained some of the new functions on the dash. I thought it was odd that he would pick that area because the truck was running all that time with people in the area and I told the salesman that he was going to gas them out. No he picked that area so he could back up the truck with the tailgate against a wall in a dimmer part of the building. I did ask the salesman to open the tailgate to check and see what the mat for the trucks bed looked like but that was not there either. He was worried about his review. He told ** that he needed all 10s on the review and even though the questions didn't seem to be about him he still needed all 10s. He said any bad reviews would result in a 3 month reduction in wages. I told him we don't lie for anybody. I gave the finance guy a zero he got a 7 and that was generous on both of them. He got the review I thought he earned and I told the truth. Almost $70,000 for this brand new truck and the tailgate is scratched. They have barred ** from receiving all maintenance for that truck at their dealership. I have emails to prove all I have said. Also changed the interest rate. It was suppose to be 6.5 and they made it for ****. Also told my husband they would include that mat that was not there. I think because we are in our 70s and 80s we wouldn't catch on.

  Business response

  05/03/2023

  If you read through the emails that I have attached to this rebuttal you will see why we did not respond to the scratches on the tailgate.  I believe that the emails from the ******* should suffice as a response as to why we believe this claim should be dropped.  Let me know if you have any further questions. 

   

  ****

  Customer response

  05/03/2023

  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.]   The ****** of honesty was directed at the tires, etc.  They know a rubber mat did not make those marks, We installed that mat and we picked it up to do it.  They think we want to scratch our new 70K truck.   Its a rubber mat.   They are mad because of our review.  They know they are in the wrong and that truck was scratched before we ever looked at it and they knew it.  They are far from honest.  
  
  Regards,
  
  *********************

  Business response

  05/05/2023

  The customer states that we purposely backed the truck into a dark area of the delivery area is absolutely false.  As you can see in the pictures the entire room has LED lighting from the ceiling that from the ceiling to the floor is bright.  The tailgate was opened there and for the customer to see at no point were scratches mentioned.   It was at that point that the mat for the bed came up.  The customer thought that the trucks came with bed mats and after that is when the accusations started regarding the wheels, the rate, etc.  We attempted to initially work with the customer however the accusations kept coming.  

  Customer response

  05/08/2023

  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.
  
  I don't know how these people sleep at night.  One day these people will run into that one person who will call them out and prove it.  We do not do this for a living.  The truth will always come out.  Sometimes it takes more time then we like.  We do  not need their money etc.  We are done.
  
  Regards,
  
  *********************

  Business response

  05/09/2023

  The scratches that were on the tailgate were brought to our attention through email roughly a week after the purchase and after they installed a bed mat themselves.  All of the scratches from the pictures that were shared appeared to be in a strait line at the base of the gate, as if something was drug across the entire width of the gate such as a bed mat.  Our garage were the truck was picked up has extremely bright LED bulbs to make sure the entire shop is lit up which anywhere the truck would have been parked the lights shine directly down.  Any scratches could not be missed looking directly down. At this point after lowering the tailgate for the customer to look in the bed they commented on the fact that there was not a bed mat.  They felt because it was in the last truck they purchased that it must come with all trucks.  This is not the case.  At this point things progressively got worse, we were accused of swapping out the wheels and tires.  After a couple days they admitted this was not true.  Then the bed mat came up again, also the interest rate and again the wheels and tires.  The continued barrage of emails with unwarranted accusations was getting tiresome.  We did not respond to the scratched tailgate email because of this.  Then another accusatory email came to which we responded to please not contact ** again or bring your truck here for service.  The reason for this is because we feel that some people cannot be happy with any service.  We do in fact reward our employees with compensation for great customer service and satisfaction and it would not be fair to our employee's to have to continue to deal with a situation where the outcome is predetermined.

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