ComplaintsforHeiser Chevrolet, Inc.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 31, 2024 I purchased a 2024 ***** Blazer and an extended warranty. The Finance Manager ************************* said she would submit a cancellation for the extended warranty I purchased the previous year for a 2023 ***** Blazer - since I traded in the 2023 for the 2024. She was to cancel that warranty and a refund would be issued. She was supposed to call me Monday, June 3rd with the refund amount. After not hearing from her - and after multiple attempts to reach her - I stopped into the dealership to see her in person. She said the prorated refund amount to expect is $2500 and change and I should expect to receive a check in a few weeks. After a few weeks and again no return call from her - I called the Nationwide ************************** They said a call had been made to request a refund amount but no request to actually proceed with the refund. I called and left another message with ****** - and emailed the Assistant Manager ***************** on June 21. He responded that he would follow-up on this but I have not heard back from him or ******. I remailed again to **** on 7/2 and again left a message for ****** - no responses from either. Please help me with the refund of my extended warranty cancellation of $2500. Thank you - ******************************* Contract Number: NWCV102873 is the contract being refunded - prorated amount for the 2023 Blazer. The new contract I already paid for the 2024 Blazer is NWVF410085.

  

  Business response

  07/11/2024

  ***********************, Director of Corporate Finance and Training, spoke to ******************************* and explained to her that cancellations are done within a 30 day window. Her check was processed and sent out on Tuesday, July 9th.  ******* was satisfied with her response. She also apologized for the delay over the holiday.

  Customer response

  07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached email that was sent to the business which details the specifics of my complaint. I have tried verbally resolving by phone on several occasions, spoke to three different representatives of Heiser in management and received no result. I then contacted a paralegal and the paralegal called and spoke to two different employees/managers. Still no resolution. The paralegal then sent an email to follow up to a phone call where *********************** expressed to her that he would resolve the issue previously and it still was not resolved, the email was sent on 4/9/24 , the paralegal received no response and sent another follow up on 4/23/24 requesting a response. Again no response has been received and it has been approximately 60 days since last written contact, and over 10 months since the issue arose with numerous phone calls, complaints, emails and attempts at resolution.

  

  Business response

  06/03/2024

  We apologize that this has been going on this long. I have already processed this for a complete refund. Here is the dialogue-

  To ******************** Manager-

   

  [12:59 PM] *****************************
  BBB Complaint.  Please issue Refund Check to guest in body of letter.  Policy Adjustment to Heiser ***** Collision
  ****** email to Heiser.pdf

   

  Guest should receive the check within 14 days.

  Sincerely,

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 GMC terrain and May 2023. I had service problems with the car Starting in August. While at the car dealers being fixed, I asked them to do the oil change. They did not and kept coming up with excuses for not doing it. Eventually, my car had been at *************************** from that time until late December. December January. When the service department called me and told me that they had repaired my car and that I could pick it up, I picked it up and there was a huge oil leak on the ground that I had never experienced before, so I left it at the dealership to be fixed. I thought it was being fixed until they called me and told me they had to transfer it to another dealer because it needed an engine replacement. They transferred it to Heiser Chevrolet in Allis. I have since been trying to call the Heiser Chevrolet in West Allis and no one seems to answer my call so I have no idea whats going on with my car and they refused to turn return messages. The only thing that I was told was that the engine repair replacement would be covered by the warranty however, Heiser said that it would not be covered by the warranty.

  

  Business response

  04/24/2024

  Vehicle was purchased from *********************.  The guest cannot provide proof of maintenance, so the warranty claim has been denied. Guest is aware of this.  The vehicle needs an engine. *********************** is the Service Advisor on this.   

  ****

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 8, **** my husband took his car in to see if they could fix his brake lights, he spoke with ************************* who told him that there was a $299.99 fee to determine the problem and that fee would be applied to the cost of the repair. After diagnosing the problem of it being the high stop lamp that they didnt have in stock he would have to pay $591.92 before they would order the part needed for the repair and it would be a few days for the part to arrive. Now they say it will be an additional $265 for them to put it in. I spoke with someone named ***** who identified herself as a manager that was rude to me which prompted me to contact the BBB to register a complaint about being charged $856.92 to replace a part that cost $127.70 from GM. I feel this company takes advantage of the elderly that are on a fixed income.

  

  Business response

  01/11/2024

  ***************************, Service Manager, has already handled this. I did advise the customer that the part needed to be pre-paid for as it was a special order part. I did tell the customer he still owed for the labor. That was my mistake because he already paid for the labor and part up front. When he called in the next day I reviewed his paper work and I only looked at the line with the part which didn't include the labor. The complaint line had the labor on it. The part and labor were on separate lines and confused me. I did call her husband back and apologized for the confusion. I explained to him why I was confused and I ensured him when he returned he would have a $0.00 out of pocket cost. I thought we were all on the same page as we talk about this a couple days ago. We spoke with the Husband and wife on the 8th  

  Hope this helps.

   

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

  Fixed Operations Director

  Customer response

  01/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  After completing the complaint the company did call back and corrected the confusion on what would due for the install. We are still waiting for the repair to be done.
  Regards,
  
  *************************
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15th I took my truck to the Heiser service at the dealership where I purchased my truck. I have a ***** truck so I figured the ***** dealership service center would be the best place for it. I wanted them to tell me why my check engine light was on and why I was losing oil. That evening I received a text from ***** stating what issues were found. They text a specific issue with the engine light; and then went in to state other issues outside of the check engine light. I requested they just fix the problem causing the engine light to be on. The next day I picked up my truck after paying $160 for the diagnostic and $468 for them to replace the oil pressure switch and filter, the cause of the check engine light being on. The next day May 17, I took the truck back to Heiser because my check engine light came back on. The morning of May 18 they told me I needed a new engine and that is why what they replaced did not take care of the engine light. I asked for a refund on what they claimed would fix my engine light. They told me they could compensate $100 but they did not feel they should pay for the labor and that their mechanic would not have known I need an engine. I was in contact with the general manager who then began trying to sell me a new truck instead of compensate me for the service I paid for that did not solve any issue I paid for. One of the things ***** also mentioned was that my battery was installed backwards and it would cost $75 to turn that around. I bought the truck from them 17 months ago and I or no one else has ever touched the battery. That gives an idea if how competent their mechanics are or how much they actually care about the service they are providing.

  

  Business response

  06/20/2023

  My name is ************************  I am the Corporate Fixed Operations Director for the Heiser Automotive Group.  I reached out to the General Manager, ***********************; ***************************, Service Manager. 

  Statement From *********************** taken from Teams Messaging: [2:06 PM] *************************
  ***** and ***** thoroughly went over the work needed and before doing the work let them know not fixing the rest could cause the component to fail. The husband admitted this and understood we did nothing wrong. I spoke to him as well. He was ok with $100 refund but his wife kept pushing him for more. Once the first part was fixed we were able to determine it needed an engine

  Statement From *************************** taken from Teams Messaging:[2:08 PM] ***************************
  He actually talked with the technician, who explained he needed to replace the oil pressure sensor first, but if it came back on, he would need an engine.  The customer told us that.  Unfortunately, it did need an engine.

  It appears we were in good communication with the guest from all perspectives.  It was unfortunate that he needed an engine, but that was the confirmed diagnosis as th oil pressure was too low and was not oiling the engine sufficiently. The guest agreed to try the sending unit for the oil pressure before condemning the engine.  This is a common practice.

  We already refunded the guest $100 and we feel that was fair.  We don't feel we are responsible for any further action.

   

  Sincerely,

   

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

  Customer response

  06/28/2023

  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.
  
  When the original estimate was given, and I approved for them to fix the one part, there was not a discussion about needing an engine. You can see in the initial text there is no comment about needing an engine if that doesnt work. My wife was not pushing for more money. She was telling me not to accept the initial $100 they were offering because she felt then they would not work with me as far as anything else at that point and just throw me to the side, like they ended up doing anyway. ****** didnt even have decency to call my wife back to have a conversation with her about trading the truck in, which was the only thing ****** wanted to even discuss myself. If he would have returned her call I probably wouldnt have felt the need to contact you to resolve the situation. The technician told me AFTER replacing the part that if it came back on I would need an engine. Not prior to replacing the part. The only communication before doing the work was the text with *****. If they would have discussed needing an engine in the first place, then I could have thought more on whether or not I would spend the $400 in replacing a part that can take myself 15 minutes to replace. 
  
  Regards,
  
  ***************************

  

  Business response

  06/29/2023

  I spoke to *************************, the General Manager.  I asked him how he would like me to respond to the recent comment left by the guest.  This is what he messaged me in ********* Teams: 

  [Yesterday 10:23 PM] *************************
  We all spoke to him after. He kept telling us that his wife is pushing him to get more than $100 and he understood its not our fault. Im not sure what we should tell the guy but nobody did anything wrong. His wife didnt return my voicemail so I let him know we could trade him out but his payment will increase significantly with the negative equity.

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

  Fixed operations Director

  Heiser Group

  Customer response

  06/29/2023

  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 

  ****** never returned my wifes call. He has now lied numerous times in his responses. There was no missed call or voicemail from him left on her phone. He is lying again. He did not talk to me before the work was done. The tech did not talk to me before the work was done. The only communication was the text saying what was wrong with the vehicle and what the check engine light said needed to be replaced. Not one person told me if it doesnt work I would need an engine. It wasnt until the work was done and I was still experiencing the same issue and they actually kept it over night and then told me the day after. Its unfortunate you have someone that dishonest in charge of your dealership. Please tell him to show evidence of when he returned my wifes call. All ****** tried to do was offer me $100 and discuss trading it in for a newer truck. Yes my wife agreed with me that $100 was not sufficient considering the tech or shop manager could have said beforehand I may need an engine. What you can do for this guy is refund me the $400 plus I gave you to replace a sensor that your tech admitted to knowing it may not fix the job. He should have told me that beforehand. 
  
  Regards,
  
  ***************************

  

  Business response

  07/18/2023

  This is the transcript taken today 07/18/2023 between myself and ************************* the General Manager:

  We told him several times what we will do for him. That's what we will do--refund $100. He knew ahead of time what the risk was changing the part and he still wanted us to change that part. That's our resolution. The BBB isn't going to disagree with us, he signed the repair order authorizing the repair.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 ***** Malibu on September 13, 2021. At the time of purchase all of my sensors and cameras were working. I started getting a warning light while driving when there was nothing in front of me. Took the car in for service. I was told I needed a new battery for the sensors. Got that. Now all the features that I had prior to the battery replacement does not work anymore. I was told they tried to adjust the camera and now I need a new camera.

  

  Business response

  11/24/2021

  talked to *************** agreed to replace camera at no charge to her.

  thank you

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

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/3, I went to Heiser Chevrolet for Maintenance 1 Package using ********* after having scheduled the appointment and service on their website. They took care of the service and issued invoice ******. However, the amount charged $59.95 was $10 above the price that I approved and scheduled online. Attached, you may find the invoice, my appointment information and evidence of their advertised price for the service. Please refund the difference of $13.35 to match the advertised and agreed upon price.

  

  Business response

  11/04/2021

  i will refund ********** today.  thank you for bringing this to our attention.  

  Customer response

  11/04/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a voicemail from ******************* from Heiser where confirmation of the refund and where to send it will be done. I am appreciative of the response and look forward to receipt. 
  
  Regards,
  
  *********************
  

*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. ↩