Complaints

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July22-2024 I paid 776.93 to have my vehicle serviced and after the service i drove my vehicle and a few days later i was having the same issue as when I took it in and now North Star Chevrolet at 1701west liberty ave Pittsburgh pa 15226 will not issue my refund

  Business response

  08/21/2024

  The customer brought the vehicle in and we were able to duplicate issue that he was complaining about. It happened on every road test consistently. Through diagnostic checking we found it had a bad brake switch and a plug connector at the switch. We were able to make repair and road test and the issue was resolved without doubt because it was happening on every trip of road test and now it does not duplicate any faults or issue at all.

  A few days later customer returned to adviser and asked for refund . Adviser confused asked why. The customer stated his car was doing the same thing as it was before. Adviser apologized and offered to look at it right away as it was an electrical repair and possibly something may have lost contact causing issue again. Customer was not interested in having it looked at and only was asking for a refund. We never were able to confirm again that it was having an issue again and customer wont bring it in for us to have the opportunity to make it right. We stand behind and warranty any work we perform by our technicians. We would have to perform a check of vehicle to determine if it is acting up and if it has anything to do with previous issue and repairs. 

  Customer response

  08/21/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
   when I had my vehicle serviced I do not have any acceleration I even pushed the acceleration pedal all the way to the floor and I have to turn the traction control off in order to gain acceleration I would like to have my refund back and have my vehicle serviced elsewhere
  

  Regards,
  
  ****** *******

  Business response

  08/26/2024

  We had vehicle in and performed the repair .If the repair ,as the customer states, did not fix the issue then he should bring it in and let us confirm that it is still acting up and also determine why it is acting up. This was an electrical repair involving some wiring and it could have came apart or lost contact. It may even have another issue caused by wiring being faulty. These are hypothetical possibilities but could be figured out if he brought it back in. We warranty all of our work. I question why the customer does not want to reveal what is happening with vehicle and let us check it. The courtesy is to recheck and warranty anything related to repairs performed. Its very unusual for a customer to not let there be a follow up to a complaint and it would not be regular practice to just refund amount without any verification or follow up. This vehicle was acting up and easily duplicated issue. Once repairs performed we could not duplicate any issues after repairs.

  Customer response

  08/26/2024

  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, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ******

   I have not received any calls, texts messages or emails stating that the business will try and resolve this matter with my vehicle. They weren’t even professional enough to try and assist me with the issue when I went back the first time. And I will not be returning to the place of business.

  Regards,

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

  Business response

  09/03/2024

  We have not reached out since this BBB complaint was filed he is welcome to bring it in for us to confirm and recheck the work done. We have not had the chance to look at or confirm the issue . We warranty all of our work like I explained in last follow up. We still extend the offer to have it looked at again for follow up. The customer was offered that when he returned and walked right out said he did not want it looked at which was odd. We just don't hand refunds out it is why we offered to look at it and that is why we do offer warranty on all of our work . If something did not work out we can look at it. My question is why wouldn't customer allow follow up is it really acting up? 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I MADE AN APPOINTMENT WITH THE COLLISION CENTER TWO WEEKS PRIOR TO BRINGING IT FOR SERVICE, DROPPED THE VEHICLE OFF 4-22-24. CALLED TWO WEEKS LATER THE VEHCILE WAS NEVER EVEN LOOKED AT SO WHY EVEN BOTHER MAKING APPOINTMENTS I COULD HAVE GONE SOMEWHERE ELSE......... THE VEHICLE WAS THEN TAKEN INTO THE SHOP TO BREAK DOWN AND OF COURSE PARTS HAD TO BE ORDERED, WHICH NOW HAVE BEEN SITTING THERE FOR TWO WEEKS, CALLED AGAIN 5 13-24 WAS TOLD VEHICLE SHOULD BE DONE THE 29TH. OR 30. CALLED TODAY IT HAS NEVER EVEN BEEN STARTED. THE IGNORANT PEOPLE MANAGER OF THE COLLISION CENTER DOESNT CARE ABOUT THE POOR, POOR SERVICE SPEAKS TO YOU HOWEVER HE WANTS BECAUSE HA HA NOW WE HAVE YOUR CAR AND THERES NOTHING YOU CAN DO ABOUT IT. I WANT MY VEHICLE BACK IT WILL BE 7 WEEKS ON MONDAY 6-1 TOTALLY UNACCEPTABLE. !!!!!! HELP !!!!!

  Customer response

  05/30/2024

  
  Additional information:   West Liberty Avenue  Northstar Cheveolet --   Made an appointment with the collision department two weeks prior to the drop off date of  4-22-24.    Called 5-2-24  vehicle never looked at spoke to Steve the (NEW) Collision manager  he stated that day there were 2 vehicles ahead of me,  I ask him isn’t that what appointments are for if you cannot service the vehicle you should not have scheduled it,   after a lengthy conversation where he threatened to hang up on me, he said the vehicle would be in the shop to break it down sometime next week.   Of course there was more damage after the rear bumper was removed so the parts had to be ordered and they have no control over when the parts would be received.    Called 5-13-24    parts are in  have to finish the vehicle they are working on then mine would go in.  I ask ok sometime next week which would have been the third week of May  he said no probably the 29th or 30th  so I did not call the week of the 20th. And I did not receive any calls .   Called  5-29-24 Bert in collision ctr. said the repair person told him he doesn’t know when he will get to it.   Service mgr. Steve called  and once again gave excuse after excuse from only having 2 employees to  there are vehicles ahead of you,  don’t want to give me a date because then I will hold them to it I told I guess I’ll have to go to the magistrate to get my vehicle done and back  he said go ahead  the magistrate can’t do anything.        I just simply want my vehicle back.      Learned my lesson with this dealership,  will in the future deal with a more dependable independent company.      I asked for the name of the general manager of the dealership it is Carlos Echevarria.   I just don’t know what to do they don’t care,  Steve is rude,  I can’t get anywhere
  
   
  
  Thank You,
  
  ***** ****
  
  

  Business response

  06/13/2024

  This vehicle was dropped off on 4/22 as stated in her letter. The Pre/Post scans were completed on 4/23. The conversation did not start off very well. She didn't want to hear anything I had to say throughout our conversation. It got to the point where I had to tell her if she did not stop yelling and interrupting me I would end this conversation. I tried to explain to her we were backed up in the shop due to the shortage of body techs. I do admit there was a lack of communication with the customer, it clearly has taken too long to start repairs. Her vehicle was assigned to be torn down on 4/29. The vehicle came in with a State Farm Insurance estimate of $2,101.62. Parts where ordered for the initial estimate prior to vehicle being dropped off. Once the tear down was completed, we found additional damage equaling $3,495.81. All parts for the supplemental damages were ordered on the 30th. We could not start any repairs until we received damaged structural parts. We received parts needed to start repairs on 5/10. The vehicle was placed back in the production line on 5/14. Unfortunately, with the shortage of tech's the vehicle has just started the repair process. Estimated completion date is scheduled for week ending 6/14. 
  Body Shop Manager 
  Stephen * D**** 
  

  
  

  Customer response

  06/13/2024

  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, details of the offer I reviewed appear 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. ↩