Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with them has been terrible. I originally brought my car in for a diagnostic because all my dash lights were on. It was diagnosed with head gasket failure, a $4500 repair bill. I reached out to ***** corporate to help with financial assistance. After receiving the assistance and paying the remainder I picked up my vehicle. After I picked it up I didn’t even make it home before the vehicle broke back down on the side of the highway due to a bad ignition coil. After retrieving the vehicle the second time it broke down once again. This time them told me that my engine needed to be cleaned out and that I needed another part the total being over $1,000. I expect that when I bring my vehicle in for a diagnostic and repair that everything be included and fixed the first time. I have spend $1500 on repairs that I didn’t even have for my car to still not work properly. I have spoken to independent mechanics about my situation and they have told me that the current problem that I’m having should have been addressed when the head gasket was replaced since the engine was already half way taken apart. The dealer knew this was a possibility and didn’t notify me or bother to check. I am truly disappointed in ***** and the dealer, which I have gone to since I’ve owned the vehicle . This has been the worst vehicle I’ve owned, which all have over 300,000 miles.

  Business response

  05/21/2024

  Mrs. ***** came in on **** with a check engine light concern.   When the vehicle came in the CEL light was one for a cylinder three misfire was on as well as other warning indicator lights.  Once the vehicle was back with the technician to diagnose the vehicle, our technician determined that the vehicle was low on coolant and we that the vehicle had a blown head gasket.  I talked with Mrs. ***** to let her know that the vehicle needed to have the head gasket replaced and quoted the price for the repair.  The customer left the vehicle with us and told me that she was going to get the money together and let me know when she wanted to proceed.  After that conversation, there wasn’t any further contact with the customer for 2 1/2 weeks (do you happen to have a date?) I was later notified that the customer had contacted ***** Corporation to ask for assistance to have the vehicle repaired.  Once the approval was received, the vehicle repairs were completed, and the customer picked the vehicle up on the **** of April.
  
  On the **** the customer picked up the vehicle and left, and as she was driving, the vehicle's CEL came back on and went into limp mode.  The customer contacted the dealership at roughly 5:30, and we subsequently sent a tow truck to get her vehicle.  The following morning, we did have the same technician look at the vehicle and found that the vehicle had quite a bit of sludge in the engine as well as a rocker arm code.  We recommended replacing the rocker arm actuator assembly and doing a dislodge on the engine to get rid of any additional sludge that could cause issues.  At that time, Mrs. ***** declined the repairs and took the vehicle, also mentioning that she would try to get the funds to have the repairs done.  At no point did the customer express any issues with our repairs or subsequent findings.
  
  On 5/06/24 ***** did reach out to me regarding additional information about the rocker arm issue. I spoke with Crystal Gomez at ***** and she stated there would be no additional goodwill assistance, and that the initial assistance was a one-time offering. The vehicle at the time of the original issue was out of warranty by 7 months and 40k mikes.

  Customer response

  05/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not believe that the dealership's assessment is correct. I did not leave my vehicle at the dealership without communication for two and a half weeks. During that period, I was in contact with both the dealer and ***** corporate to ensure that my goodwill claim would be processed promptly. When I initially picked up my vehicle, I managed to drive approximately ten miles before it went into limp mode on the side of the highway, necessitating a tow truck.
  
  The following morning, the dealer informed me that the vehicle required a new ignition coil at a cost of $250. I informed them that I already had an ignition coil in my vehicle, but the technician reported being unable to locate it. When I visited the dealership, I provided the ignition coil to the customer service desk, and they installed it the same day.
  
  After returning home and parking my vehicle, I found that the dashboard warning lights were illuminated again when I attempted to drive to work. I contacted the dealership, and they advised me to bring the vehicle in for diagnostic testing. Upon diagnosis, they informed me that an additional repair costing over $1,000 was needed for the rocker arm actuator assembly and a sludge kit.
  
  I have lost confidence that the head gasket replacement was performed correctly. I am perplexed as to how the technician, who had to disassemble a significant portion of my engine, failed to notice the sludge buildup during the original repair. An independent mechanic advised me that the desludge process should have been conducted when the head gasket was replaced, regardless of whether the relevant code was present.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They defrauded me out of my 5000 deposit.

  Business response

  08/19/2022

  Business Response /* (1000, 8, 2022/06/07) */ The initial problem arose due to multiple fraudulent activities from the customer. Initially the customer provided a fraudulent finance application with a misrepresentation of her employment and income. This was brought to light via the lender that approved her loan when the physical documentation was presented to finalize the funding of the loan with the bank. She provided pay stubs and a bank statement both of which were counterfeit, and not from the company or the bank which they were purported to be. The stipulation that those documents would need to be provided to finalize the deal were known at the time of purchase, and the customer knowingly and willingly provided counterfeit documents to secure a loan under false pretense. The vehicle was returned; there have been multiple contacts made with the customer, and a way to resolve the issue has been presented in which the majority of her refund will be given to her. We have a check ready and signed for $3,588 to return to the customer now. We assessed fees due to the return of the contract due to fraud, reconditioning and re-inspection of the vehicle, and the 321 miles driven. These totaled $1412 for restocking fee, new inspection and detail, returned contract fee, and the miles placed on the car per the bailment agreement signed at purchase. The customer has now refused to cooperate moving forward. These matters are taken very seriously by our dealership as it risks not only the property involved, but our reputation with our lenders and potentially the ability to use the bank again in the future. The lack of willingness to resolve this issue seems to be only on the side of the customer at this point.

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