ComplaintsforFrank Boucher Chevrolet, Inc.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for service on 5/21/24 to have the car not unlocking looked at, the speed limiting issue. I was told that it was finished but they could not find any issues with everything except the horn and they fixed and replaced it. I did ask since i would not be there until after 4pm to charge my car. It is a fully electric 2023 kia **** ev. They would try they said. When i picked it up i had a long talk with a ***** how poor the sales was and service with them and other dealers on they charging function of the car had been. All he would say is take pictures and notes of weather and other conditions and report back to them. But he said that he is not sure but it could be that *** only keeps error logs for 50 to 100 miles. I relayed that would not work since I drive nearly 100 miles round trip a day. When I got home that night and went to plug in my car for chargning for the night i noticed that the plastic cap inside the charging door was missing. I immediately contacted him back and reported it. He responded with saying they did not charge the car and i responded that it was there when i dropped the car off.

  

  Business response

  06/17/2024

  Because there have been repeated issues with similar accusations of damage or something gone wrong with his visits to our store, we have taken great care with ****************** vehicle.  With that in mind, our technicians would have ensured they returned the charging plug cover. However, in this instance, they did not touch the charging plug cover because we did not charge the vehicle, and thus, we do not feel we are responsible for the missing cover.  Even so, as a goodwill gesture given ****************** past and hopefully future patronage, we will extend him a $50 credit for any upcoming service visit to our shop.
  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company $552.21 via credit card on 3/20/24 for premium grade front brakes and front rotors on my 2015 ***** Captiva. They failed to tell me while I was waiting in store for the car to get serviced that they did not have the parts I asked for and was promised to have put on. Instead they put the lowest quality parts on without my permission and three days later my front brakes were grinding any time I pressed on them. I called two days in a row asking to speak with the manager about this and both techs said it was probably something else. I asked for the manager to call me but he refused to call me back. Finally on the third day which was a week after the brakes and rotors were done, the service manager yelled at me and said he was not fixing anything because the parts put on were right. I called again asking for a refund but the manager hung up on me, so I reached out to GM corporate after making an online review of the extremely rusted front brakes and asked why they looked like that less than a week later as my back brakes and rotors were 9 years old and didn't look like that and don't grind like the front was now doing with new parts. GM corporate called me back with just an apology and said I would have to reach out to BBB to get a resolution since all dealerships are privately owned. I have not been helped by this dealership at all and my front brakes are grinding and squeal to this day and was not even doing that when I brought it in to be assessed. I have pictures and took video recording of how the brakes sound if needed. This company has now sent me to collections for a $552.21 bill that was paid in full the day the car was serviced. Frank Boucher is very much in the wrong and needs to remove the request for collections as they have been paid. I have done nothing wrong but try to fix my 16 year old son's car so he is safe when driving and now he is scared to drive it. To make things worse they sent me to collections for a bill that's paid.

  

  Business response

  05/23/2024

  Dear BBB:

  In short, we have not been paid for the work we did on ****************** vehicle. She disputed the charge with **************** and they reversed the charge and denied our appeal.  The manager tells a different story.  He states the following:
  

  
  
  Customer *************************** came into the dealership for the 1st time on Saturday, 3/16/2024, at 11:34 am to complete a brake inspection and for us to check a 12v outlet. (See Repair order 694846).  Upon inspection, our technician measured her front brake pads at 2mm of pad left. That is considered red and needs replacement. We quoted her a single pad kit, GM Part # ******** pad kit, for $148.70  (A single pad kit has a total of four brake pads two for each side) and two of GM part number ******** Rotors for $135.78 each and BG stop squeal for $19.95, and $165.00 in labor. For a total of $605.21 before tax. (see attached)   The customer wanted to get the pads and rotors replaced, but we didnt have time to complete the job that day, so she agreed to come back.  In addition, we found that the rear 12v port was loose. We tightened it for her at no charge. The customer returned on Wednesday, 3/20/2024, at 8:30 am (see repair order ******). During this visit, we replaced the front brake pads and rotors with the same parts from the quote and charged her the same amount of labor. The advisor also added a coupon for %15 off for the customer.  After the tax, shop supply fees, and the discount, the total came to $552.21, which is $53 cheaper than the original before-tax quote.
  The customer called a week later at 5:30 pm, saying she was in ******* with the car, and it was making a noise that she knows is coming from the brakes. She was screaming at the assistant service manager (ASM) on the phone, saying that we had put the wrong parts on her car, that the parts were the wrong ones, and that they were not made for her vehicle.  The ASM asked what she would like him to do as she was in *******. He told her to take it to a GM dealer there, and if it was a brake issue, we could help her. She didnt want to do that and hung up on him. She called the next day around the same time and got a different service advisor.  She had almost the same conversation with him. He told her the same thing she needed to take it to the local dealership to diagnose it, and we could go from there. She refused and hung up on him, too. She called back the next day), and I talked to her.  I apologized and told her that she needed to take it to a GM dealer and if there was an issue with the brake installation, I would pay for it. I again verified that the parts we used were GM parts. She started screaming at me, saying she had taken it to a dealership, but they wanted her to pay for the diagnosis, stating that they thought it was a transmission issue. She said she was too smart for that, and they were trying to exploit her. I told her that a 2015 Captiva with ****** miles on it may have transmission issues after driving to ********  She started screaming again and now stated I needed to tell her what parts I put on the vehicle. So I told her the same ones from the quote and explained that they were the same parts we charged her for.  I gave them to her again, and she hung up on me.
  She then called our parts department from a different number. She did not say who she was and asked if the part numbers I gave her were correct for her vehicle.  Our parts department verified that they were. She hung up on him as well.  She called back about an hour later to talk to parts again. She stated that she called three different dealerships, and they verified the parts we put on were, in fact, for her vehicle. She now wanted to know why we didnt give her options, as she learned that GM makes many different levels of parts.  The Parts Manager explained that there are different tiers of brake parts and that we quoted her the parts based on availability and specifically limited the parts to those compatible with her vehicle. We offered her what we had in stock, and they were GM parts made for her vehicle.  The tiers for the rotors are OE, Gold, Silver, and Advantage. She was given Silver rotors. For the pads, the tiers are OE, Gold, and Silver. She was given silver. They are all made to fit that vehicle, so they do not need to be in the same tier to work together.  Even though none of the parts were the lowest tier, she has stated that we just gave her the cheapest pieces of c*** and sent her down the road.  The parts manager tried to tell her again that if there was an issue with the installation of the parts, to take it to a dealer, and we would cover it. She refused and hung up on him as well.
  The customer was sent to collections because she disputed the charge with her credit card company, so we have not been paid. The supporting documents are attached.

   

   

   

  Customer response

  05/31/2024

  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 appreciate the attempt by Frank Boucher to justify their poor customer service as well as justification of why they thought it was okay to put sub par parts on my vehicle without my authorization. However, I did not come into the ********** for the 1st time on Saturday, 3/16/2024, at 11:34 am to complete a brake inspection. I originally came in to see why my back lighter/charger would not push in because I was leaving to ******* on 3/22/24 and needed it to work for a laptop being plugged into it. ***** stated even if it did not work they do not fix those because no cars come with them anymore. Instead of wasting my trip I asked if they did free brake inspections and he said they did. They did not quote me for any parts or discuss any options I had. I mentioned this was the first time getting brakes and I just want them to look like the ones presently on the car which were original parts and obviosly coated rotors which I did not know the term at that that point in the interaction. I specifically voiced my anxiety and hesitency with moving forward with assessing the car. Ultimately, I let them and ***** came back with my lighter in pieces which I could not attached photos due to the large size, but can mail in to BBB if needed. The quote was basic and did not have any part numbers listed for me to perform any research when I got home. ***** asked what day I was leaving to ******* and I said 3/22/24 and he said they could get me in on 3/20/24. It took me 20 minutes to decide if I wanted them to set the appointment and I told him that would be okay since I am only off Wednesdays and could bring the car in. I attached copies of the general quote and nowhere are there part numbers nor is there a quote for stop squeal. I would have asked what that was and why they would need that since I have never been told I needed that for any other brake job on other cars. It should be noted that Frank Boucher has made several lies in their response to the event which I am replying to and should be known I never asked to have it done that day. My son was present and talked me out of leaving which was my first reaction when they priced me for a rotor change even though I told them I did not need it and the rotors were found to be in good condition during the inspection. Ultimately, I made the appointment and left. Frank Boucher states they "found that the rear 12v port was loose. We tightened it for her at no charge." Although that was my only request to check when I arroved that day and they never put it back together or replaced the part after breaking it. They were able to pressure me into a bigger sale than need be and also put the wrong brake pads as well as rotors on the car than what I stated I wanted.

  
  I called several times the follwing week and was told the manger was not in. They are closed in the service **** at 5pm so I never called at 5:30pm because I spoke to service techs the two days I called in a row asking to be contacted by the manager *** because the brakes were making griding sounds that were not there before I let them change the brakes and rotors. On both days I spoke to **** and **** it was still business hours. Not sure if I was supposedly calling after they closed how would I be having conversations with service techs while they are closed for the night?

  I never screamed at the assistant service manager (ASM) on the phone, but I did say that had put the wrong parts on my car, because they were covereded in rust only after 6 days and my back ones I asked to have matched in the front looked in way better condition than the "new" ones. Neither service tech told me to bring it in to another dealer. Finally on 3/28/24 I spoke to *** as I called in a third day that he suggested it when I explained the grinding. He screamed at me and said the parts are right and hung up after saying he will not help me. I did take it in to another GM shop on Colonial in ******* that day after calling back again to ask *** what parts numbers they used, but they refused to look at new brakes and rotors and said it must be the transmission. I believe that *** called the Orlando ********** to warn them I was coming in because *** said I should have them call to have the warranty info sent to them when I came in for the check. It was a little ********************* suggested it was the transmission grinding when I pressed on the brakes before I went into the Colonial location where they said the same thing. Even though I did noit have transmission issues with the car when I brought it in nor do I now. When I spoke to ***, he finally admitted they were uncoated rotors which was not told to me at any point during the quote nor the day it was done becuase I would have just waited to have it done by another credible company that had what I requested. He also stated I had gold pads, which I clearly suspected they were not. I did call the parts manager **** to confirm why the pads I have on the car do not match the model number for thesupposed Gold pads they charged me for. **** put me on a long hold without knowing my name and came back to say, "I don't know but you can call AC Delco and see if they can help you. 

  I called AC Delco who requested I contact GM corporate because the parts number on my receipt for the Gold pads were not what what I had put on my car by Frank Boucher. I called back to Frank Boucher and asked for the main head manager but the front desk girl kept sending me to *** so I hung up. Once I spoke to GM headquaters I called back to Frank Boucher but they would not answer anymore when I called twice so I called by blocking my number and they picked up. The parts department verified the brake pad number was for Gold pads. The Parts Manager asked what the issue was and I explained I was just comparing the parts numbers to what was on my car and printed on the final receipt. At no point did we discuss that sub par parts were put on my car because I never gave him my name or my phone number so how can Frank Boucher claim I did not give them this info but can also confim that what was on my car was correct? They did not even know who I was when I called and if they did that would show they were all fully aware they did something wrong because how else could they make that claim? I explained that I was told from a a **** in parts earlier that the service techs would not have mentioned the price for the coated rotors because it takes 15 days to come in and most peopele don't want to wait that long and he put me  on hold and came back to say **** never told me that.

  At no point did they offer me what they had in stock, it was simply never discussed and I was told that the same parts I had on the back would be put on the front but they made the call all on their own to put Silver grade parts without me knowing or fully aware that the parts they planned on using were not going to match the better grade back rotors and pads. I did not even need rotors so the fact they are acting like they did me a favor and helped me out is a complete fabrication of what really transpired. I am finally glad that Frank Boucher had finally admitted at least some wrong doing by their direct quote, "The tiers for the rotors are OE, Gold, Silver, and Advantage. She was given Silver rotors. For the pads, the tiers are OE, Gold, and Silver. She was given silver." The final receipt part number reads they used a Gold Kit #******** and makes sense why they were all trying to avoid my calls, lying, and creating a story that makes me appear to have been the problem when they were aware the entir time they placed the cheaper pads and upcharged me for the Gold. This is why the model number on my pads are not the model number that is for the Gold pads they lied about placing on my car and why AC Delco encouraged me to report this to corporate and BBB. Frank Boucher needs to take accountability and remove the collection proceedings because they were found at fault with the credit card company and was why **************** did not return the chargeback. I am more than prepared to go to court and file with the ************************ as well as the ************************************ to report Frank Boucher and the ************************* that Frank Boucher hired to collect the $552.21 from me. I should be able to use that money to hire a credible company to fix the front brakes and rotors to remove the griding and the squealing when I brake after a few weeks. Now I understand why they had to use BG Stop Squeal.....to prevent the squealing when I left the lot and soi they could claim the sounds were from me taking a trip to *******. Clever Frank Boucher, Very Clever. 

  If this collection is not stopped before it affects my credit score next week, I will also be calling Fox 6 Investigators and providing them with the 8 page document of every aspect of this situation I have complied with dates, times, videos or my brake sounds, and complaint numbers. Frank Boucher is not going to continue to do this to customers, especially women that come in without a husband or other adult make to advocate for transparency and honesty. 
  
  
  Regards,
  
  ***************************

  

  Business response

  06/12/2024

  This entire matter boils down to a simple determination did our dealership follow the law in (a) quoting the brake job, (b) obtaining the customers consent to put the quoted brake parts on her car, (c) putting the quoted brakes on her vehicle, and (d) charging her in accordance with the accepted quote.  The simple answer is yes---- we followed the law.  We can establish that we followed our process and acted in accordance with the law by pointing to the following attached documentation:
  
  ***** Quote Created March 16, 2024 at 11:34 a.m. (Exhibit A)

  In this quote created upon the inspection and at the customers request, we quoted several items, including a pad kit (part no. 19427996)for $148.70, two rotors (part no. ********) for a total of $271.56, a stop squeal package for $19.95 (part no. B60), brake fluid (part no. *****) for $59.29, labor for $165.00, and a hazardous material and shop charge of $11.49 which totals $675.99.   
  
  Work Order ****** created March 20, 2024 at 8:52 a.m.(Exhibit B)

  The customer agreed to get the front brakes repaired and brought the vehicle in for service on March 20th as agreed.  When she arrived at the dealership, we presented her with the work order which shows the same parts and part numbers, except the brake fluid, for a total estimate of $619.24 which is lower than the above because we were not including the brake fluid.  The customer signed the work order authorizing us to put the identified parts, as quoted, on her vehicle.  See the signature on the work order.
  
  Repair Order/Invoice created March 20, 2024 at 10:11 a.m.(Exhibit C)

  We performed the brake job using the parts as quoted. The repair order/invoice shows the same parts, part numbers and pricing as was quoted, presented and approved by the customer. The total came to $616.70 which is lower than the approved amount.  We added sales tax and applied a reduction of $90.78 (which is 15% off the labor and parts).  The customer signed for the work, made a payment and took her vehicle.
  
  These documents demonstrate that we followed the law.  The customer has raised other issues but all of them are irrelevant.  We never represented anything to the customer that we did not do.  We put on her vehicle what we quoted.  We followed our standard quoting process. At no time before her complaints did we ever refer to what we quoted as being goldor silver.  We were merely trying to justify what happened, because she said we put junk on her vehicle or the cheapest option.  That is not the case.  Not that it is necessarily relevant, but there was a typo in our earlier response we did, in fact, put on gold pads, as opposed to silver.  But again, that is irrelevant.  Contrary to the customers statement, we never even discussed coated rotors because in our expert opinion such rotors are never quoted or included in a brake job on her type of vehicle. 
  
  We dispute that we did anything wrong. We recognize that the customer has challenged the charge on her credit card for the work we performed.  We understand the credit card company has ruled in her favor and reversed the charge.  We decided not to appeal this ruling and commenced collection efforts for the amount. However, because the customer is dissatisfied and to end the dispute, we will agree as a matter of goodwill to cease collection efforts and waive her balance.   We will agree to walk away provided that she agrees to refrain from continuing any and all complaints against our company and not to pursue any further claims in any forum going forward.  Should the customer decide to pursue any claims, we will seek to collect the balance owed. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased car on 11/28/2023 from Frank Boucher and inspected the entire car prior to buying and there was no type of chip or dent in the windshield. After it rained and I used the windshield wipers I saw a chip in the windshield. This was reported to the salesman at Boucher immediately 11/28/2023 and he stated to me that it was filled, and it came out and if it gets bigger to call him. Within a few days I noticed it getting bigger and I was told to take the car to an auto glass place to have it refilled. I scheduled the appointment 12/7/2023 and was told that the chip will still show and be cloudy. After I was told that the windshield would still look the same I decided to contact the BBB. I asked for a new windshield of the same quality initially and was told that they probably won't do that by the salesman. The chipped windshield was not disclosed to me and if it were I would NOT have purchased the car. If the windshield is not replaced with the same quality window I would like to return the car so that I may purchase one elsewhere without a chipped windshield.

  

  Business response

  01/10/2024

  Dear BBB,

  Apologize for not responding sooner. We have contacted our customer last month and replaced the windshield. 

  Best,

  GFB

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  $169 total I paid to the business. This payment was for a diagnostic test.. I scheduled online for an appointment for an estimate. I spoke to ***** verbally before actually bringing my car the next day. When I arrived to drop off my truck what we had verbally discussed and came to the understanding of totally changed once I arrived. Also I had previously made mention on my online request that my Tahoe received a recall notice. However when ***** mentioned the recall that he found in system on his end, I declined wanting the recall done at this time. I stated that I will have this done at another time. ***** Insisted that I get this done that day! . I allowed him to insist I get this done when my instincts said not to. MY dashboard was cracking during install of airbag recall. The supervisor *** stated the technician says it was already cracked. They showed me a picture of the crack of the dash without any time stamp on the picture. The pics was taken after the airbag was installed. The supervisor spoke to me rudely, so did his other staff members that I encountered. No feasible resolution was reached. Even if they are willing to take responsibility and fix it I sure do NOT want them doing anymore work to my car. I live 35mins away from location and the supervisor wanted me to bring my truck back up there so he could see it so HE could determine rather it was a fresh crack or not.. His staff member **** already looked at the crack while I was there. No way I can drive back there and bring my car back to that place thats full of rude condescending untrustworthy people. I would like for them to refund me the $169 that I paid for the diagnostic that they preformed on my car.I think that will call it even for the crack that they put in my dash. I think from this awful experience I had with every person I encountered and the damage they did to my truck. Thats the least they can do! There is more to report but this issue stated is the most significant of all.

  Customer response

  04/21/2023

  [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. 
  

  I have heard back from the company and they have made amends and met my expectations as far as a resolution goes.

  Regards,

  
  **** Franklin

  
  

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2020 chevorlet *********** told the salesmen ***************************** that I did want the auto armor,But they charged me $1600 for it anyway and they refuse to refund my money. they finally agreeded to send me a check for $500 that was a month and ahalf ago , they keep telling me it's in the mail

  

  Business response

  09/14/2021

  Dear BBB/********************,

  We are overnighting the check. Appreciate your patience.

  ***

*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. ↩