Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my New Car in for the ************** Change and Tire Rotation. (4139 Miles, Invoice#*****, 2/22/24) I got about 1.5 Miles from the shop and found the front left tire was loose, As soon as I got over 40MPH the car shook, Nuts were not even finger tight. I called the shop from the side of the road and they came out and tightened the tire and I went back to the shop to have it checked for damage. They did not find any damage, but when I drove the car I noticed it pulled Right and there was a slight vibration at high speeds. I made an additional appointment (4522 *****, Invoic#*****, 2/29/24) and they balanced and aligned the tires. So, a ******************** and Tire Rotation, turned into, Setting alongside the road waiting for service to come out and tighten the tire, 2 additional trips to the dealer and about 3 hours waiting for the car to be repaired. I received a sorry from the service tec. but nothing from the dealership or management.

  Business Response

  Date: 03/15/2024

  In response to ************** complaint of leaving the wheel loose on his vehicle on 2/22/2024, this did happen. Upon reviewing the camera footage, the technician did get distracted by another technician needing help before tightening the left front wheel and did not get the lug nuts tightened to specs. We did send the Service Manager ******************* to go and assist ************** along side of the road in which Service Manager apologized to ************** about the incident. We then returned vehicle to the Dealership to inspect for any damage or safety concerns. None were found. We then on 2/29/2024 brought ************** in for a wheel balance on affected wheel , and wheel was perfect and needed no weight added. ************** wanted the wheel inspected with a socket of similar size, and wheel holes were good. We also checked alignment and found rear toe to be out of specification. The affected wheel was in the right front not the rear so we aligned vehicle for customer satisfaction. Service Manager ******************* and Service Advisor *********************** both apologized to ************** about his experience. ************** has several issues with previous vehicles that we have tried to resolve for him that were vehicle related not workmanship. We are a Dealership that has been here in Richland County for 102 years and take our customers safety and satisfaction very serious. We hope to resolve *** ******* concerns in timely manner. If any video of the wheel balance or wheel alignment are needed, we do have them if requested. Thank you for your time in this matter, and we hope for a resolution.  

  Customer Answer

  Date: 03/20/2024

  [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 ********. 

  I would like to add that the issues I had with the previous car at Jones was questionable. The original service for that vehical was to have the heater system checked, I was informed it was the front camera system that was defective and they reprogrammed it. When I got it back about 2 hours later the heater controis were locked up, it went back in and 2 hours later the Lane **** Assist was locked ON and pulled to the left. They only installed part of the program and did not test drive the car. There was no issues with the Lane **** Assist before the service call. After that ever time I went in there were addition issues until the car was replaced under the lemon law 6 months later.

  This service was for a FREE oil change, and to check the battery connections that I found loose. *************** ******* found the check engine light was ON, but it was not ON before I took it in, it came ON when they plugged in the Code Checker, and I did not report it as was stated on the service call. Check GM Case# 9-12100805602
  

  I will not be going back to this Dealership, the only reason I went in this time was it wsa the first oil change and it was Free, Should of went someplace else and paid for it and saved headach's and lost time.

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

  
  

• Initial Complaint

  Date:11/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new truck on October 1, *********************************************************** ********. I believe the dealership dis not know how to handle selling a truck to someone from MO. They had it titles in wis. Which is not correct. I have not been able to get the title from GM financial which I requested on Oct. ***************************************************************************************************************************************** I have been unable to use the truck since nov 1 because I don't have the title.

  Business Response

  Date: 11/18/2022

  Here is our response to complaint ******** filed by
  ******************************
  
  
  Truck was delivered on 10/1.  Both customer and finance manager both understood and agreed to the steps that were needed in order to get title from ********* to ********.  The finance manager gave a time frame of when to expect the title, however, once the truck leaves the dealership, it's difficult to project an exact estimation.  The following steps were taken at time of delivery:
  
   1.  Dealership finalized the title application with the state of ********* on 10/10 after deal was funded. In ** you have seven business days to finalize a title, this was finalized on the sixth day.
   2.  Because customer had a lien the title went to GM Financial instead of to the customer.
   3.  Customer called GM Financial to request title (10/17)
   4.  GM Financial processed request, typical turnaround time is 4-5 week.  GM Financial mailed paper title out on 11/10, with tracking number, and called and notified customer that the title is in transit.
   5.  Somewhere between 10/17 and 11/10, customer reached out to dealership and dealership reached out to their GM Financial Rep.  The *** Rep, made contact with the customer and began to trace the status of title.  Rep made contact with customer again 1 week later.  Customer displayed agitation and frustration and hung up on rep.  Rep did not hear from customer again until he was informed of the BBB claim.
   6.  GM Financial Rep was notified of complain on 11/16 in the morning and by the afternoon had researched the status of title, the ***** tracking # provided and the destination where title was sent.  *** Rep called customer approximately 2pm same day to notify customer and confirm reception.  Customer did not answer so the rep left a voicemail.
  
  In conclusion, we feel the only expectation that was not met was the time it will take for the customer to receive his title.  We do not know why the state of ********* sent an electronic title to GM Financial but when we realized that, we promptly requested for GM Financial to send the title direct to the *********** ** DMV.  We are sorry that the customers temporary plates expired which caused him inconvenience.  We hope that he has been able to obtain title and proceed with registration.
  
  If you have any questions, or need additional information, please contact **** Jones, ************************* or *************************** at ************.
  
  Thanks,
  
  ***************************
  Office Manager
  Jones Chevrolet-Buick Inc.
  ************** E
  PO Box 480
  *************** **  53581
  joneschev.com