Complaints

• Initial Complaint

  12/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  September 18, 2024, A message was sent to the following : D*****, I'm writing to express my frustration with the squeaky brakes on my 2017 Buick LaCrosse. Despite having replaced the brake pads and rotors approximately two months ago at your shop, as required by my extended warranty, the issue persists. Given the significant cost (over$1200) of the initial repair, I expect a quiet and smooth braking experience. Unfortunately, the squeaking is not only annoying but also raises concerns about the quality of workmanship. The disks are showing signs of corrosion. I suspect that a crucial step may have been overlooked during the installation process, leading to this problem. As a customer, it's disconcerting to experience such issues shortly after a major repair. Originally, I was scheduled to visit your shop on Monday to address this concern. However, unforeseen work commitments prevented me from keeping the appointment. I would appreciate rescheduling at your earliest convenience. Please let me know the next steps and availability for rescheduling. I appreciate your prompt attention to this matter.” 2nd attempt I brought it back a month ago, they fixed the left side, but not the right. 3rd attempt A recording was sent to J*** and a message: “Hi J***, this is ****** ******* *****, owner of a 2017 Buick Lacrosse. I'm following up on the brake issue I've been experiencing. I had the brakes done in September and reached out to D***** via email at that time. I came in about two weeks ago for a supposed fix, but was told I need to drive my car to resolve the issue. I'm concerned and would appreciate it if you could look into this matter further. Thank you.” On 12/14/24, An appointment was made to check my brakes per Dealership. The brake sound worse now than it did before. When braking, it’s a horrible squealing sound. However, they want to charge me $60 for diagnostic. I’m not paying any extra money for services to fix a complaint. The problem still exists.

  Business response

  12/19/2024

  Hello ******, 

  I will have S** reach out right away to get another appointment scheduled for you. Your brakes should be under warranty, if there is an issue warranty should cover the brakes. 

  Customer response

  01/03/2025

  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. 
  
  Regards,
  
  ****** ******* *****
  

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One day I went out to my **** ********* **** and it would not start up. After triple a jumped the car it was towed to 33 west kemper road for diagnoses and repair. After two weeks I was informed that I had a bad battery and a cracked wheel. I did not believe this to be the case as when the car was jumped it said the non 12v battery needed service, however I approved the replacement of the 12v battery and wheel. $1400 dollars. This service took another week. When I went to pick my car up the service attendant informed me that my car did not start when the mechanic went to drive it out to me. This would require another diagnoses. I was not charged for this second diagnoses, however after another few days I was informed there was nothing else wrong and I could come pick my car up. “The battery just must have not been reconnected properly”. Fast forward not 4 weeks after my service I go out to my car for a potential buyer to test drive and again it does not turn on, just like it didn’t when I went to pick it up from them the first time, and was the original problem I sent it there for. I feel I have fully been duped out of $1400 dollars potentially as there was not even a service light for the wheel nor did I see pictures. I have called the dealership 4 times since then asking to speak to a manager. Left two or three voicemails and still have not been contacted. Very poor performance by this Chevrolet dealership.

  Business response

  12/02/2024

  Hello *** ******,

  Sorry to hear you had a poor experience. I would suggest scheduling an appointment with our service department. There wouldn't be an additional fee for another battery test. I do show we serviced the vehicle over three months ago, and the vehicle is 10 model years old. That being said there are several variables that could cause this issue. The good news, if your issue is related to the battery, it would be covered under warranty. If you have any further questions, please don't hesitate to give me a call at ###-###-####. Dustin D**** 

  Customer response

  12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I have towed my car to the service department as it will not start. The vehicle was serviced threemonths ago but I left a voicemail for a manager 3 times three weeks in a row and called an additional2 times to speak with a manager. Never once was I responded to or had the opportunity to speak witha manager. I still have not up until this point except for you calling me to confirm my name andvehicle. So maybe if you hadn’t ignored me for two months that would not be a factor in yourresponse? A 10 year old car that has never had an issue even after an accident until three days before it entered your shop then three weeks after it left. It being the same issue both times… the good news should be you refunding me for your poor work which seems to be a common issue with this dealership, if only I had looked up reviews first. I’ve called you. My car is at your service shop again where you should be fixing whatever problem you never originally identified free of charge. I’d suggest an actual customer service manager reach out to me as one professional phone call could’ve had this whole thing wrapped up. I will not accept this response until my car is fixed.
  
  
  Regards,
  
  ****** ******
  

  Business response

  12/19/2024

  Hello, 

  I see you towed your vehicle to our dealership last week. The driver did not give us any tow in information. Our team has been trying to contact a *** *******. The vehicle has not been assessed. We need approval from the owner to allow us to assess the vehicle.  Per the information in the system, we have a *** ******* with a 513 number which goes directly to voicemail. If you would like us to update the information with your contact number, we can certainly do that. Please don't hesitate to give me a call directly at ###-###-#### I will work with you to get your situation resolved. Dustin D****

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened today. I made an appointment Nov 18 or Thursday nov 21 for service on my **** *********** the issue is a safety issue as far I'm concerned my windshield washer pump is not working. I wasn't told on the phone that I would have to leave my vehicle overnight that they were 24 hours behind on diagnostics when making this appt. So I didn't make arrangements for a ride. I don't live close. I asked for a loaner I was told she could not arrange that until next day when she knows the issue. So now I'm sitting here waiting for my mom who is 73 to come pick me up . The whole problem is that I wasn't told this beforehand and anytime I've had to drop.off a vehicle with prior dealership in ******* they always had a loaner. I.work tomorrow and will now have to call 9ff bcuz I work 30 mins fromm home and I can't ask my mom to take me as she is fighting cancer at this time. The issue with my car is a safety issue . The young girl jess was very unsympathetic.

  Business response

  11/25/2024

  I'm sorry to hear one of our team members weren't empathetic to your issue. As far as a rental, they are reserved weeks out for customers with powertrain issues that will take several days or weeks to resolve. I would suggest scheduling an appointment and waiting for the vehicle to be looked at that day. I'm sure our team can help with this accommodation. We can definitely shuttle you to and from work if that helps also. If you have any questions or would like to schedule an appt. with me, you are more than welcome. My direct line is ###-###-####, Dustin D**** 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon receiving an estimate for service, we were told there is a 3% fee for use of a credit card upon payment. When we returned, we brought a check to avoid the fee. They refused to accept a check and said they do not accept checks. They then still charged us the 3% fee for use of a credit card. We called to attempt to talk to the service manager and general manager and did not receive a call back.

  Business response

  09/30/2024

  Hello ****, 

  Sorry for any miscommunication, we take all forms of payment except personal check. We have several signs posted throughout the dealership. Also the 3% fee is notated on the original work order upon drop off, to help inform customers. Credit cards have a 3% processing fee. Debit card, cash, or business checks do not have a processing fee. If you would like to stop by the dealership and pay with another form of payment, we can refund the 3%.

  Thank you, Dustin D**** ###-###-####. 

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  We were attempting to pay with a business check, not a personal check. We inquired upon drop off about paying with a business check. In addition, we have paid with the same method on numerous previous  occasions without incident. 

  
  Regards,
  
  **** *****
  

  Business response

  10/14/2024

  ****, 

  Please refer to prior response. I sent an appropriate resolution and notated we accept business checks. As a company we are not going to refund the total amount. We will as stated prior refund the 3%, if a business check is received. Thank You Dustin D**** ###-###-####. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 9, 2023 I purchased a **** ***** ****** from Jake Sweeney Chevy with six miles driven. The vehicle was financed for $29,399.79. Between November 1, 2023 and February 12, 2024, I took the vehicle to Jake Sweeney three separate times as air was constantly leaving from my front tires. On February 12, 2024 Jake Sweeney replaced the right front tire. On the same day, an employee from Jake Sweeney gave me a sheet of paper showing a body shop estimate was performed on the vehicle on August 22, 2023 which reads as follows; **** ***** repair as per body shop estimate. Complaint RT Front Lot dot damage per Steve S*** technician ***** advisor *****. This same information is written again except technician 15 replaces the previous technician. This same document states services were performed on August 11, 2023 for four separate things. None of this information was disclosed to me during the purchasing process; that this car had body work performed to it, that it was in an accident, or had any repair of any kind performed on it. I may have purchased a new vehicle that should have been sold as a used vehicle. Jake Sweeney has not stated or acknowledged any damage or repair work performed on the vehicle to this date.

  Business response

  07/25/2024

  **** *******, 

  I have reviewed the information pertaining to your case. The vehicle was not in an accident. We have pictures of the scrapes for your viewing. The repairs to the vehicle were approximately $1000.00, This would not be disclosed, being the damage was so minimal it did not reach beyond 6% of the sticker/ retail value. Just for peace of mind, it was not necessary to replace any parts or components on your Malibu everything completed was strictly prep and touch up. If you have any further questions you can reach me at ###-###-####. Dustin D**** 

  Customer response

  07/29/2024

  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. 
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in for a transmission problem. The vehicle is only 4 years old with 54k miles on it. They had flush the transmission like 3 times. The supervisor mr C******* to us that we have to pay 600 for the problem which this is covered under the warranty. We only had the vehicle for at least 4 months. He was nasty and rude. Now they have the vehicle over night and at first he said he get a rental so we can drive to work. Now day later, he said rental and car will not be under the warranty and that the oil pan is leaking. Which it wasn't before. That's covered too under the warranty. This service place is doing folks wrong and they are messing up our vehicles on top of that. I believe it's a racist thing because my best friend had same issues with them. His car was new. He had get new Transmission on a car that was only 4 years old. The techs seems like they Breaking more stuff to be charged extra. I don't know why the owner is letting them treat customers like this.

  Business response

  06/27/2024

  Hello Sir or Ma'am,

  I am sorry to hear you are displeased with the service you received. Unfortunately, without a real name or customer information I am unable to look up your particular repair order. Depending on the make and model of the vehicle, GM may require a transmission fluid exchange to be completed prior to a rebuild. This fluid transfer is customer pay after 3 year or 36,000 miles. We always follow General Motors repair procedures. As far as the oil pan leak our technician's job is to repair vehicle and thorough inspect vehicles, if an issue is found we are going to present that issue to the customer 100% of the time. Lastly the longevity on a transmission varies, we have rebuilt transmissions with 200 miles and rebuild transmissions in excess of 150,000 miles. Our dealership completes roughly ten plus transmission rebuilds a week though GM warranty.  Which mean all vehicle between 10 miles to 60,000 miles. To say you know another person who had a transmission rebuild on a like vehicle with like miles is a very certain possibility. If you have any further issues or need any additional information you are more than welcome to reach out to me at ###-###-#### Dustin D**** 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am LOYAL CUSTOMER. This dealership does not value that. I hv purchased 3 brand new cars, my middle kids bought 2, our company purchased 3 cars at once, &my oldest son purchased 3 brand new cars last year. On Fri, 4-19-24, I brought my vehicle in for my 2nd oil change. I hv a brand new ** ******.I checked car in &after a long wait, I went out to see what was taking so long. When I came out I stepped outside to smoke. I am sure my reaction was caught on tape. I immediately began to get upset. Two managers came out. 1st was polite/respectful & 2nd wase was rude & kept laughing the entire time.I was visibly upset/crying. I'm unclear as to what was so funny to him. Heassured me that he would be able to show me my car on video but not able to show car the whole time it was there for some mysteriousreason. He showed me a blurry picture with a glare&was adamant that he could see the damages. The tech who checked me in (D’Juan) even stated that he did not see any damages to my car when I checked it in.Mr. G****** showed no damages, I hv video from the 18th which shows my car parked in front of our collision shop no damages, I hv video of my car in front of my house with no damages, I left home, stopped for a juice, & I came straight to the dealer, My vehicle is parked in a driveway (he suggested it was hit on the street) and even if I parked on the street, I can only park in one direction and that is with my driver side out to the street, We own TWO collision repair shops & if I damaged my car or someone else damaged my car, I would make a claim and/or just pay my son to fix my vehicle, I was literally headed out of town that night so there is NO WAY I would take my car out of town with these damages. Why would I pick Jake Sweeney Chevrolet to blame when we hv 11 cars from them since 2016. I contacted GM, & they were very concerned with how this was handled. They gv Sweeney a few wks to contact me, but this never happened.

  Business response

  06/05/2024

  Hello ***,

      We definitely value you as a customer and thank you for you continued patronage, but that doesn't mean we as a company are going to repair damage we did not cause. We have video of the vehicle entering our service department with damage present. The evening of the 19th of April an email was sent to our executive team which included video of the vehicle entering, and time stamps of when the vehicle was worked on. As stated, we at Jake Sweeney Chevrolet are not responsible for the damage. Please note I did call and leave a voicemail on 04/22/2024 @10:23am. If you need anything further, please do not hesitate to reach me at ###-###-####. Thank You Dustin D**** 

   

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a car from them and a week and a day later it broke down. Told it was the turbo and that is a common issue with these cars and wasn’t told that when I bought it or I wouldn’t have bought it. I asked them switch me and put me in something else and I was told no that the loan had already went through and I told them I already talk to the loan company and they said you could since it hadn’t been that long. They then changed their story and said well we don’t have anything else to put you in. And that I had to stick with a car that I don’t know if it’s going to break down again and I don’t feel safe in.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  After being approved and proceeding with signing all documentation for completing the consumer credit transaction, I was told that the bank would no longer accept my signature. The bank stated that my signature indicated I would get the car free and that it is a "sovereign state citizen" approach, even after they researched the legal code definition. I have had to express my nationality religious reasoning to sign as I see fit supported and the simple fact that signing another way differently than the signature presented on my BMV license would appear fraudulent. I had initially requested my credit to only be requested through ******* ***. They decided to request my credit extension through ******** Credit Union. After speaking with them and being denied to finish the second part of the contract, I contacted ******* ***. I confirmed with ******* *** that I had an approval through them with no stipulations. I was informed by an agent from ******* *** in the to have the Relationships Manager from Jake Sweeney send the documents over. I was told that the finance manager does not want to send the documents over for the approval because each bank they send the documents to I get denied because of my signature. It was confirmed after questioning him my documents had only been sent once. He gave me the purchase agreement, signed by the finance manager, to "get the loan on my own". To my research, the purchase agreement is the contract between the buyer and the dealer. I signed the contract and sent it back to Tyler via text message. He questioned what I had done and stated that it is not a contract and that it is solely for requesting the loan approval for the vehicle personally through whichever bank I decide since they will not send my documentation to ******* ***. I expressed the confusion of how I am logged into the vehicle still and that the purchase agreement has the VIN for the same vehicle mentioned after he had stated that this specific vehicle has been sold.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Truck stayed in shop for almost 2 weeks I was told it was ready for pickup only after I reached out inquiring the status of vehicle I was giving multiple diagnosis and talked to multiple service employees regarding Truck and was told by service manager Chris one thing and another by his assistant robby and I was repeatedly told how backed up and busy they were which in my experience means there is room for human era which is understandable but the patron shouldn't have to pay for the mishap literally ?

  Business response

  02/19/2024

  VEHICLE WAS DOWN 9 DAYS...2 DAYS OF WHICH THE SHOP IS CLOSED

  SERVICE MANAGER C. E**** SPOKE WITH CUSTOMER DIRECTLY RELAYING NOTES BELOW (AS STATED ON THE CUSTOMER'S COPY)  THE INTRODUTION OF AFTERMARKET COMPONENTS HAS CAUSED ISSUES WITH THE OPERATION OF THE VEHICLE.  DIAGNOSIS IS NOT CLEAR CUT WHEN THE VEHICLE HAS BEEN ALTERED AND COMPONENTS NOT INSTALLED PROPERLY.

  MULTIPLE SYSTEM VOLTAGE DTCS. AFTER JUMPING VEHICLE DTCS WENT STORED WITH
  JUMP BOX ATTACHED TO VEHICLE. TESTED BATTERY, BATTERY TESTS BAD AND THE
  INTELLIGENT BATTERY SENSOR WAS EXTREMELY CORRODED. AFTER REPLACEMENT OF THE
  BATTERY AND IBS, FOUND ALL DTCS REMAINED STORED AFTER MULTIPLE STARTS.
  TESTED SYSTEM FOR BATTERY DRAW, FOUND A .5A DRAW COMING FROM THE DASH CAM
  KICKING ON AND OFF, KEEPING MODULES AWAKE. DASH CAM WAS WIRED DIRECTLY INTO
  THE BODY HARNESS. CUSTOMER OK'D RENDERING DASH CAM INOP. DECLINED FURTHER
  DIAGNOSIS.

  NO ACTION TO REIMBURSE IS OFFERED OR JUSTIFIED AT THIS TIME.  

  Customer response

  02/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****
  

  Customer response

  02/19/2024

  Jake sweeney service dept kept my vehicle almost 10 business days for a a low battery after telling me it would be 2 days before someone could check it that turned out to be alot later and only after I myself called the shop multiple times logged in.and at that time I was told it was my dashcam which I've had in my vehicle for 2 years and they had to disconnect it and asked for my consent l said okay 2 hours late I'm paying over 700 dollars with no real excuse at my inconvenience I'm a disabled veteran with a fixed income this is poor customer service and poor time management and little bit of human era as to be expected 

  Business response

  02/20/2024

  At this time there will not be a refund provided as the services rendered are justified.  Customer was properly billed for time spent diagnosing and installing parts .  

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****
  

*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. ↩