Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We own a 2023 ***** Colorado and it was brought to ***** Chevrolet at ************************************ for unwanted automatic emergency braking, which is a recall from Chevrolet corporation. This caused the brakes and rotors to wear out prematurely. Healey Chevrolet is not honoring the recall warranty to replace the brake pads and rotors. They only reprogrammed the front view camera to fix the unwanted automatic emergency braking. We had to purchase brake pads and rotors from another Chevrolet dealer to fix this issue.

  Business response

  11/01/2024

  **** ** *** ******** ** ****  ** ****** *********  **** ** ***  ************** ***** 
  
  BBB Case # ******** 
  
  To Whom it may Concern: 
  
  In response to All State Flooring of ****** complaint   
  The owner claims that the brakes should have been replaced due to recall #********** . This recall is for unwanted emergency stopping only, not for brake inspection or replacement.  
  If ***** found this recall was prematurely wearing brakes, they would have required GM to inspect or replace brakes which the instructions clearly do not. If there were instructions to inspect or replace brakes, there would also be a separate labor operation attached to the recall as well. 
  The lifespan for brakes is anywhere from ****** miles for severe service to approximately ****** miles. What the customer is experiencing at ****** miles is normal wear and tear   This is also why the second dealership did not cover the replacement of the brakes under the recall. The wear of the brakes is within normal wear and tear and is considered maintenance/customer pay.   
   Please see the attached supporting documentation.  
  
  ***** *******  
  ******* *******  ** ****** *********   ************  *******

  Customer response

  11/05/2024

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my vehicle for repairs going on 3 months now. They claim they can not get the part needed They have not offered a loaner or any other compensation for the time that I have been without a vehicle.

  Business response

  06/14/2024

  To Whom it may ************************ response to **************************** complaint, he filed with you, this is our explanation. 

  
  ************* came into our dealership on 3/22/2024, it was found that he is in need of a wiring harness for his instrument panel.  The part, GM part number ********, is on National back order. We have opened Special Order case with GM when it was first notified as back order.  The part would have been covered under the customer bumper to bumper warranty and a rental provided except the warranty ran out on May 23,2018, over 6 years ago.  It is unfortunate that the world is still dealing with supply chain issues still, but we have tried every avenue available to obtain this part with no avail.  ************* has been a very loyal customer of ours and it is truly unfortunate that he is experiencing this part delay from GM but at this point all we can do is keep following up with GM until the part becomes available. 

   

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

  General Manager

  
  

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking to purchase a new truck and was using my personal bank already preapproved. When I went to pick vehicle up and do inspection the truck had mechanical issues,at which time I decided to not go through with the purchase. The financing manger forged my signature on the title application to start with. Now its nearly 3 months later and Im still fighting with dealership to properly return my funds to my bank. Im out of a lot of money and no truck. Poor service and lack of communication.

  Business response

  01/29/2024

  I am not sure why this complaint is still open as it was fully resolved with the customer on January 4th but I will recap

  Customer came in to purchase a new Colorado pick up around November 6. The customer had outside financing with USAA and they wired us the monies a few days in advance. Upon delivery the ******** developed an electrical issue and could not be immediately resolved so the customer canceled the deal. We had no issue giving a full refund. Customer gave us the name and address to where the check needed to be mailed to. 

  On November 29th customer called us stating USAA never received check, so we immediately stopped payment and reissued a second check. Second check was sent out on November 30th overnight **** On December 4th we received the first check that was sent, said it was made out to wrong addressee or department, then on December 11th we received the second check with the same information. 

  On January 3rd we ended up wiring the monies directly to USAA and on January 4th it cleared the account. in the meantime USAA was accruing days of interest and left an open balance for interest that was accrued. Customer wanted us to pay for the interest charges, our Finance Manager called USAA , explained the situation , then got the customer on the phone with them and USAA , and USAA waived all interest and charges since it was their issue not ours as we did what we were told by the customer. Customer does not owe any fees or interest payments. 

  I consider this case closed.

   

   

   

   

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my truck in for repair several times. The first time the service department damaged my custom wheels and made me pay for the service. More recently dropped my truck for service for the power steering they held the truck for over 30 days and it took me contacting ***** corporate to get the truck back and it was returned missing screws in the front bumper to where the bumper and skid plates are hanging off the vehicle. I went back letting them know the issues they then told me they fixed it and when I picked it up for the second time nothing was fixed. The screws were *********************** than when I dropped the truck off. During the conversation with service I noticed some of the technicians staring and laughing at the situation as if it was a joke. I have never had this happen before it feels as if I was targeted in some capacity. I am requesting a full refund and a complete repair of the vehicle.

  Business response

  12/01/2023

  Customer had repairs done covered under his extended warranty on October 17, 2023.  The first repair was for trailer brake light. The technician found an open fuse in the under hood fuse box. The second was for traction control light stays on. The technician found that he needed to replace the power steering control module and program. Lastly the technician performed a wheel alignment on the vehicle. The technician set the front and rear toe to OEM spec and verify all suspension components were operating as designed and lastly set the steering wheel. Customer then returned on October 20^th shouting in our drive lane at multiple employees that his front bolts on the skid plate were found loose. The technician pulled the vehicle in the shop and after looking over the vehicle it had appeared this vehicle was taken off roading and there was an aftermarket wench installed as well. As a courtesy we tightened the bolts as you can clearly see they had taken a beaten from off roading the vehicle. Customer returned for a third time shouting about the skid plate bolts.  Technician pulled the vehicle back in and re-adhered the skid plate to the best of our ability as it had taken a beating from the off-road impacts per the technicians story on the repair order. The technician also noted that there is a bolt that's threads are stripped and cannot be seated properly at the vehicles sub frame. 

  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/Madame,I am filing this complaint because I had my car (2017 Cadillac Escalade) towed last week approx date was June 7, 2023 to Healey Chevrolet in ***********, **, as my car wouldnt start. They called to let me know that they replaced the fuse box and a cable and it was repaired and I can come and pick the car up today, June 14, 2023. I went this morning and paid them $902.00 which was a high price but was glad that the car was fixed. After paying the dealership service department, I went with the service girl and got into the car and noticed that my radio, navigation etc screen was broken. I told the service agent that the screen was not broken when I brought the car in and their service technician must of broke it. The service agent said she would look into it, so I left the car at the dealership and went home, as I felt that they should fix it at their expense. When I got home about a half an hour later I gave the service department a call and asked them what was their plan of action. Nobody had an answer for me so I spoke with the service manager **** and he said that he spoke with his mechanic that worked on the car and that the mechanic said he didnt break the screen, which was completely incorrect, if the screen was broken I would of added it to the repair list on my car. **** said the mechanic didnt even go in the car which was a complete lie because the mechanic would of had to go in the car to see if it would start after replacing the fuse box and cable, also the car was waiting for me in the dealer parking lot, so someone had to move it out of the service department into the parking lot. I was very upset with the whole situation and I believe that they just were placating me because I am women with blond hair and blue eyes and they truly disrespected me. My business is a loyal member of the BBB and we are an A+ accredited with you because we respect and acknowledge our clients. Thank you for your help- *****************************

  Business response

  06/30/2023

  ********************* **** *** ****  ******* *******  ** ****** ********* 
  
  Better Business Bureau Complaint #******** 
  To Whom it may ************************ response to ******************** complaint, that was filed with the BBB, this is our explanation.  
  ****************** had her 2017 Cadillac Escalade towed to our facility on June 5th, 2023, for a no start condition.  On June 7th, the vehicle was pushed into the shop and diagnosed. We found it needed a negative battery cable and a under hood fuse block, the part numbers are ******** and ********. Both of these parts and repairs are under the hood, nothing inside the vehicle or anywhere close to the radio/navigation screen that she alleges we broke.  The parts arrived on June 12th and were installed that same day. Later that day the customer came to pick up the vehicle and accused our team of breaking her screen.  
  We investigated the complaint and when we questioned the technician, he told us that the screen was  cracked when he entered the vehicle. It is very common to have this spider cracking issue on Cadillac CUE screens as the screen delaminates over time.  
    A quick ****** search will reveal that there is indeed a class action lawsuit against ************** for this issue, *********, et al., v. ************** LLC, the search will also detail how the screens delaminate over time and cause a spider web cracking effect which is what is present. Here is an article from GM Authority below and shows pictures very similar to ******************** photos posted.  

  
  *****************************************************************************************;

  
  In closing, our repairs did not involve the dashboard or anywhere in the interior of the vehicle. We feel we are being accused of something that was either already there, or I will give the benefit of doubt, was just discovered by the customer, not sure, but we do know its a known problem with these *********** and it was not damaged by our team.  

  
  

*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. ↩