Complaints

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had multiple and continuous problems with the 2020 Chevrolet Malibu I purchased from this location, This specific Dealership was supposed to be reputable but has failed to correct the problems with the shaking stuttering transmission and engine on the vehicle, I have a very detailed service record with **************** at the dealership as to maintain all warranties, the issue with the shuttering transmission has finally brought the vehicle to an un drivable state due to the error codes, turbulent, and often unresponsive drive. the service team at this particular shop overlooked and skipped a transmission fluid flush that was supposed to happen around ****** miles and wasnt done until I raised the question as to why not because I had never opted out of that service, the service for the transmission flush was done at ****** miles instead causing me concern for the wear on the transmission its self,I have taken the vehicle to the Giant ***** dealership service shop multiple times for the same issue and get Charged each and every time just to be told there is "nothing wrong with the vehicle" I first reported these issues with **************** around ****** miles

  

  Business response

  08/18/2023

  Good morning ******,
  **************** has had shaking/vibration concern at speeds between 55-73mph on this 2020 Chevrolet Malibu that we have been unable to duplicate. Our ****************** has attempted to duplicate the shaking/vibration while driving on multiple service visits and have had technicians road tested with **************** in attempted duplicate his concern.This concern appears to intermittent and no problem was found during the road test. **************** did reach out to the ****************** recently and advised his Malibu has a Check Engine Light on (light was not on prior visits) and was driving poorly to the point of being undriveable. He requested to bring his vehicle in, but would not want to authorize the diagnosis due to be an ongoing concern that has not be duplicated. The ****************** Manager did reach out to **************** and informed him that this is a different concern, but authorized to waive the initial diagnosis to start. The Malibu has a Service Reservation to be dropped off on 8/22/23 to be inspected. **************** shows to have an extended warranty contact on the Malibu (up to ****** miles or 03/26/2027) the we will utilize. Any none covered repairs will be presented to **************** for prior repair authorization.
  
  
  
  
  *************************
  
  Giant Chevrolet Cadillac
  1001 ***************************************
  *******, ** *****
  

  Customer response

  08/19/2023

   I am rejecting this response because:
  
  I have only been treated with respect and offered service for broken components in the vehicle on multiple occasions  only after being criticized and made to belive I am completely making up the issues, such as a blown speaker which was eventually replaced after initial rejection, the same situation occurred with defective window components that were stated by the service manager to be "making noise because my windows were dirty"  but were later replaced because they were defective on multiple windows, now I am receiving the same treatment with the transmission, as well as the Dealership waiting to use the extended warranty that I Paid extra thousands of dollars for when it should have been easily identified under bumper to bumper manufacture warranty. The cvt transmissions are know to cause problems even admitted my the service department, noy to mention a

  I had a transmission flush that was overlooked by the service department by ****** miles in excess and now the transmission is giving me problems. It is all too correlated to ignore.

  

  Business response

  08/22/2023

  I'm not sure what we are supposed to respond to honestly.  We have multiple repair orders that show we have tried to duplicate the issue and have not been able to.  The vehicle was driven 11 ************* order # ****** dated 3/24/23, at one point without being able to duplicate the problem that is being complained about.  His vehicle is currently under warranty so he has not been charged for any repairs to his vehicle that would be related to this issue.  We do have a repair order #****** dated 4/21/21 that shows that *************** notified our service advisor that his vehicle was parked and struck head on by another vehicle and after the collision he noticed that the transmission seems to kick when shifting into reverse feels like it hits when shifting to drive can feel harshness when shifted into gear when driving feels like it is "looking for correct gear".  *************** also stated on a different repair order #****** dated 10/19/22 that he had a vibration in his vehicle but he did not want us to diagnose it and that he just wanted us to document it.  

   

  This morning *************** showed up for his appointment and was confrontational with my service manager, ******************, and was asked to take his vehicle elsewhere.  Our employees safety is a priority for our business so this action by any customer is not acceptable.  

  Thank You 

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

  General Manager

  Giant Chevrolet Cadillac

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was stolen December 23, 2022. My wife and I did recover our vehicle and contacted Giant Chevrolet to work on the damages of my vehicle. The vehicle was turned in towards the end of December for minor fixes. Originally Giant Chevrolet attempted to return us the vehicle with no work horn, and absolutely no front breaks. This company is the worst! It is not April of 2023 and still no car

  

  Business response

  05/09/2023

  Good afternoon ******,
  
  In response to Mr. ******* open BBB Case with Giant Chevrolet Cadillac, the repairs to this 2016 Chevrolet Traverse have been completed. Mr. ******* was contacted and he picked up his vehicle today (May 2nd 2023).  During inspection on the Chevrolet Traverse, our technician did find and recommended the front brakes and rotors be replaced due to wear. The brake repairs would be considered a maintenance item and unsure if caused by the theft of the vehicle.  As a goodwill measure by Giant, the front brake pads and rotors were replaced, along with a complimentary vehicle wheel alignment. A missing horn relay, which was also found during our inspection, was replaced and covered by the insurance company to correct.
  
  ****** ******
  SERVICE MANAGER
  ###-###-#### EXT ****
  Giant Chevrolet Cadillac
  **** S. *** ****** Way
  Visalia, Ca *****
  
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My credit was ran I did not authorize anyone to check or run my credit

  

  Business response

  03/30/2023

  We are working on getting the credit check removed.

  
  

  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about December 27, 2022, I had taken my 2017 Chevrolet Cruze to Giant Chevrolet Service center for issues with the transmission that was replaced in August of 2022. The reason Giant Chevrolet was selected as the service Center was the transmission was purchased from them (rebuilt) and had a 3 year / 100,000 mile warranty. After 2 weeks and them not being able to service the transmission it was suggest I take my vehicle (which was still operational) and bring it back at a later time due to the transmission mechanic was scheduled for vacation and had a couple of other transmission to work on before mine. Prior to taking in my vehicle back I noticed the plastic cover for the engine was cracked and put back on the vehicle without informing me. On or about January 7, 2023, I brought my vehicle back and anticipated they would now have time to work on the transmission. As of today February 9, 2023, my vehicle is still there sitting in the parking lot. I have contacted them numerous times (they very rarely return your call and cannot provide any factual information on updates other than). I being a first responder, my vehicle is very critical to my everyday life. I have been forced to drive a full size truck 2 and ½ hours each day they can’t make the repair. Giant Chevrolet customer service lacks sincerity and takes advantage of the consumer who is not paying for the service because the vehicles transmission is under warranty. Furthermore, because of their delay in offering service never once has anyone offered and alternate method to the repair, money spent is extra gas divining a full size truck, or the amount of miles placed on my other vehicle. After all I paid over 6k for the transmission only to be left without it. They also told me if I took the vehicle I would be placed on the back of the line for the repair. This is not the type of service I would expect from a dealership.

  

  Business response

  02/16/2023

  When Mr. ******* bought this vehicle in for service, he had two different concerns which required diagnosis. The first concern was a check engine light and a the other was the vehicle transmission took a long time to engage. The vehicle had a GM Remanufactured Transmission installed at an outside shop and was brought to Giant for GM warranty repairs.  When diagnosing the Check Engine Light, our technician found code p0011- intake camshaft position sensor had an open circuit.  For the transmission concern, the transmission would require removal and be taken apart to inspect the internal clutches for delayed engagement. Since the vehicle was in a drivable state, Mr. ******* authorized the repairs for the intake valve solenoid to correct the check engine light and would reschedule for his transmission concern. On January 16^th Mr. ******* returned with his check engine light back on and we had found that the cam shaft valve that we had just replaced was defective. We replaced it again and Mr. ******* was charged in error, due to the valve still being under warranty. We are currently in the process of reimbursing Mr. ******* for the second valve repair.  We proceeded to diagnose the delayed engagement with the vehicle transmission. Our technician reached out to GM Technical Engineering in regard to the transmission concern (GM TAC Case#18yn1555*****2) and advised our technician to replace the control valve body and related parts. The transmission work was completed at no charge to customer. Mr. ******* also stated that his engine cover was broken during the repairs process and is currently on order. Mr. ******* is due top pick up his part on Friday.

   

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2020 while my 2017 GMC Sierra truck was still under warranty, I took it to Giant Chevrolet. I informed them about a technical service bulletin referring to torque converters in my specific model/year. They told me that they needed to replicate the problem even though the bulletin states, "Diagnosis beyond the customer complaint is not required if vehicle was built prior to production dates indicated above." It's bulletin No. 18-NA-355. I didn't see that note back in 2020. Now I'm 7,500mi and 2 months out of warranty. Wouldn't ya know it, my torque converter is going out. I went back in to show that they wronged me previously. Even though their notes from the last visit confirmed what I've written, they still refused to do the trans flush to maybe mitigate the issues stated above. There is already a class action lawsuit dealing with this issue. Now I'm stuck doing the fluid drain/refill myself, at my expense. I just feel like the BBB is the only recourse I have to hold this business accountable for their actions. If they had done the TSB work when I requested, my low mileage truck may still be in good working order. Thanks, *** ********

  

  Business response

  12/30/2022

  Good afternoon, 

  
  

  After review of Mr. ********'s vehicle Service History on his 2017 GMC Sierra, we found one service record from June 2020. Mr. ********'s concern was when driving slowly and shifting from 1st to 2nd gear, the transmission would shift very hard when cold. Our Service Technician was able to confirm Mr. ********'s concern and performed a transmission fast learn shift adapts procedure following GM Service Bulletin 16-NA-361. Technician test drove vehicle and verified repairs. Mr. ******** refers to a GM Bulletin # 18-NA-355 which is for a shake and or shudder concern, not a harsh shift concern. I have attached both copies of the Service Bulletins and the GM Maintenace Schedule for Transmissions (located in the GM Owner's Manual) to our response.  If you require additional information, please let me know. 
  

  
  

  
  

  Thank you, 

  
  

  ****** ****** 

  Service Manager 

  
  

  Giant Chevrolet Cadillac 

  **** S. Ben ****** Way 

  *******, Ca *****

*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. ↩