Complaints

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After having recall work done on my car, the keys no longer open the trunk of the car. This is a huge problem because the battery is located in the trunk of the car. As soon as I noticed the problem, I contacted the company. I was told to contact the service manager. I contacted the service manager, who without even looking at the vehicle told me they rekey the ignition to the original key. If this is not true. I saw new tumbler locks for the ignition and doors in the bag. I didn't think about the trunk until I left. A service technician should be able to tell if the doors have new tumblers. I went back to the service manager and explained that I saw the tumblers Again, without even looking at the car, he said that is not the way things are done.I re emailed Smith Chevrolet with the fact that the service manager refuses to do anything about the lock.They have not responded to several e-mails regarding this problem.

  Business response

  09/01/2023

  On 4/12/2021, the claimant came into the dealership to have the recall performed on their 2006 Cobalt with ****** miles.  Per *** dealers will replace the ignition cylinder per recall 14113E: Product safety- replace ignition lock cylinder and ignition key.  All of the work performed was under warranty paid for by **.  Per RO ******, the only time the claimant, has come to the dealership, the only parts on the ticket is the cylinder.  No Keys were replaced. It has been over two years since the claimant has been to the dealership for said recall.  The trunk was never touched.  It was not required per *** so per policy and procedure, ** would mandate to only perform the required task.  What has likely occurred, and which has been explained numerous times to the claimant is that if they stopped using the key to open the truck, that particular cylinder is seized.  That is in no way is related to the repair we performed.  Therefore, there is no remedy that we can offer.

  Customer response

  09/05/2023

  The work was completed on that date, however, I have been cinolaining about it since the work was completed.  I don't have the original e-mail I sent but I did attach a copy of the e-mail sent to keep in response dated Sept. 2, 2022 when the car stalled and we realized the problem.  I bought a new battery from ******** in Lowell, IN.  I can probably find the reciept for the repair to show this is when we realized the problem.  

  There is a button inside the car that we normally use to open the trunk.  However, if the battery is dead, the button does not work.  Since the battery is in the trunk, this causes a huge problem.  

  They have told me time and time again that they keyed the new ignition to the original key.  Now they are saying the work was completed too long ago.  It really seems as though they are just making excuses to not fix their mistake.  They haven't even looked at the car.  A service person would be able to tell a new Tumbler from an old one. They would be able to tell if the locks have been replaced.  I believe if we can't get this matter corrected, I will take the car to ******** Chevrole, have them inspect the Tumblers, give me a written explanation of whether the Tumblers were in fact rekeyed correctly and just file the matter in court. I am really tired of getting the run around and feeling like they are just messing with me because of the age of my car.

  The work was completed as a recall.  The car was never under a formal warranty program.  They messed it up, they should fix it.

  Business response

  09/05/2023

  ********,
  
  I understand the argument, and why you would assume that given the proximity of time to the repair versus the failure of the trunk lock; why in laymans terms, wed think the two were related. However, I assure you that this isnt the case. Allow me to elaborate and explain how we came to our conclusion mechanical locks all possess a tumbler system which contains pins that the key depresses as it sides in, triggering the proper pin setting in a sequential manner; this is why keys possesses curves (these curves toggle separate pins, usually up to 6-9 for automobiles on either side of the tumbler); when the numerical sequence of pins have been set, the lock is opened and force can be effected by turning it to open it. All three sets of locks: your trunk, ignition, and door locks, are set to the same fixed pin design.
  
  The ignition, trunk, and door locks are all the standard pin lock design and function the same way. This makes it possible for you to open the door and start the car with the same keys (the tumbler pin position is identical). The only thing which would cause a difference is when these pins either a) come out of alignment internally, or b) are obstructed inside of the lock by debris; the second is frequently encountered within a trunk lock due to its exposure to the elements and dirt. If our cutting of the key was flawed, it would be impossible to either a) engage the ignition or b) unlock the door (the pins would no longer trigger properly in the right sequence). While it is possible for some mechanical locks to have key stiffening or taking time to get used to a newly cut key, this can be broken by re-inserting the key back and forth into the lock continuously until it fits snugly and properly. It never lasts more than a few positions, and it will not interfere with opening the locks.
  
  However, this does not appear to be the case in your situation. What does appear to be the case, given the factual evidence, is that the trunk lock tumbler mechanism is failed, either by seized pins or debris, and it will require replacement. We are happy to work with you on this, but it is literally impossible for the key to unlock two things, and not the third, without mechanical failure on the vehicle itself. I hope this explanation has been sufficient enough to ease any further confusion on that subject.

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