Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Brought my car in April because check engine light came on warning was service traction control. I was told my car needed close to $1k worth of maintenance (belts, hoses, spark plugs etc) and none covered by the warranty. Light came on again mid May but went off again and told not to worry about. June 26 same light same message about service traction but then my ac kicks off because engine is too hot. Have it towed in to Billy Navarre the next day and 2 head gaskets are blown. Because their labor cost are more than my warranty will pay I’m another $1k out of pocket and warranty pays $1200. Finally get my car back August 3. Brought it back August 15 because the service traction light was on again. Told it was fine just an error since it was recently worked on. Drove it until August 22 service traction light came on again but then as I pull into my carport the ac kicks off and another notice my car overheated. Turned it off, called warranty service to tow it in. Between August 3-22 I drove 346 miles and a head gasket is blown again. My warranty won’t pay because they say Billy Navarre warranty supersedes theirs and that the gasket failed. Billy Navarre says gaskets don’t fail. All I know right now is I’m holding a useless warranty for labor and parts from Billy Navarre (neither parts or labor lasted one month much less 12). They want another $2k just to fix the gasket again so they can find the “real issue”. My problem is that this should have been done several thousand dollars ago and I’m not paying for another guess with a warranty for parts and labor you don’t honor anyway.

  Business response

  09/30/2022

  ****** ********* brought her 2014 Chevrolet Cruise in for the first visit here on 4-20-22 .The only code in the system was a P0300 for engine misfire. No complaint of engine overheating. We replaced the spark plugs, ignition coil, air filter, and completed a IV service. After service the vehicle was test drove and the misfire code never returned. Vehicle was returned to customer. On 6-27-22 she returned with a complaint turn ac of and let engine idle, temp gauge was climbing high. We found coolant low, pressure tested system @25 psi for 2 hours. preformed combustion gas test and failed test found hydrocarbons in coolant system  due to blown head gasket, possible possible warped or cracked head. The after market extended warranty purchased by Ms. ********* would only cover the replacement of the head gasket and not all the cost of that. We replaced the head gasket, seals, bolts oil filter and filled with coolant. Vehicle was returned to customer on 8-03-22. On 8-15 the vehicle returned with a engine light was the only complaint. We found a history code set for throttle performance. We relearned idle parameters and cleared codes. There was no charge. On 8-22-22 vehicle returned the customer complaint was car is over heating and the air condition started blowing hot air. We pressure tested and found coolant in cylinder 1 336 miles after changing head gasket gasket. We advised customer that head gasket failed due to another overheating incident. over heating cause cannot be determined until head gasket is repaired again, pressure bleeds off into cylinder1 and fills with coolant. Quoted customer head gasket replacement to move forward, customer declined at this time. We also contacted the extended warranty and asked for coverage and they declined. We also asked if they would give any coverage at all being the vehicle could possibly need a engine or head as we previously state in first head gasket replacement. They declined because they want us to warranty the head gasket that they approved partially previously. The vehicle has never show any signs of coolant leaks while here. As of now there is no way to test for a coolant leak because the system will not hold pressure. Changing the head gasket would allow us to pressure the system to check for coolant leaks. If no leaks would be found after this repair we would be lead to believe that the head is possibly cracked or warped as stated in first repair. My recommendation would be to replace the head and gasket at this time then retest. The dealer ship would be willing to do this at a very discounted rate for customer satisfaction. We can not warranty the repair from what I can see, we noted that the head was possibly cracked on the first repair/ there is possibly a coolant leak that caused the second gasket to blow. From our experience head gaskets blow from over heating events and the part just does not fail on its own. 

   

  Customer response

  10/03/2022

  
  ********** ********
  
  I am rejecting this response because:
  Although they mention a discount no amount is given. Their warranty states that labor is covered for a full year. This repair didn’t even last 30 days. It has also been brought to my attention that since the Cruze has an aluminum engine once it overheats the engine is ruined. In addition I’m attaching the photo that I sent to the dealership the 2nd time the vehicle overheated as I pulled into my carport. It’s the exact same code that originally shiwdd up in April,May, and June as well as August. Each time after the initial repair I was told that it just needed to be “reset” because of the work originally done. I did mention this but was told this didn’t have anything to do with the overheating issue. It’s just odd that this preceded the overheating.
  Sincerely,
  
  ****** *********

  Business response

  10/13/2022

  We spoke with customer over phone on 10-12 and resolved complaint. Refund was issued to customer.

  Customer response

  10/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18009285, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

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