Complaints

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Thursday 7/20/2023 I purchased detonation/knock sensors from this dealer for 340 some dollars took home and installed them on Friday evening just to find out they were junk and the dealer was closed needing my truck back to use for work on Saturday I acquired another set with harness from a different supplier, I took these back Saturday after I finished work requesting a refund and to return them with which I got treated the best we can do is warranty them out when they dont even have another set in stock this is ridiculous that I spend 4 hours of my life installing sensors that are junk from the dealer and then cant even return them for a refund after resolving my issue with another set from a different supplier. The best response I got is I should have waited to warranty out a part that they didnt have another set of in stock. I would like a refund for the bad parts I was sold and took my time to install just to find out they were bad

  Business response

  07/24/2023

  As shown on the invoice ****************** received, we cannot return electrical parts. We can however replace the part with a new part if it is defective. The reason for that is that once a part is installed, the manufacturer will not take it back, and we would not be able to install it on another vehicle. The true right answer is to use the part's warranty and get a new one for the customer.

  With that being said, I understand that ****************** needed to install this part to use his vehicle for work and we were not open. In an effort to help ******************, we will credit his credit card that he used to pay for the part. We will call ****************** today to get his credit card number to process the return.

  Business response

  08/04/2023

  We did call the customer and did refund his money to his credit card.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 months ago, my wife and I purchased a *** ** from Lawrence Chevrolet. In the first week of buying it we had several issues we had to keep coming back in to allegedly have fixed. Clearly, they never were fixed. We have the proof. The problems persisted, after we were guaranteed they were fixed and everything was safe. Because they persisted and we couldn't trust their mechanics anymore, we took the car to a *** dealership to have it looked at. Turns out, they never fixed anything. This vehicle should have never been allowed to have inspection stickers put on it. Their mechanics just did a peal and stick. Knowing they were sending an unsafe vehicle carrying children out to the road. That's illegal and negligent. The *** dealership gave us everything that would have been impossible to have gone wrong in driving it 200 short miles. They said these problems were clearly there before we bought it and you neglected to fix them. Even more disturbing they lied to us about it. A family with 3 young children. The *** dealership said they would be happy to go on legal record for us and they have all of the video proof to show the judge if it goes there. I showed all of this to my corporate lawyer at work and she said to write this and pursue direct legal action. this doesn't fall under a lemon law, this falls under knowledgeable negligence and knowingly letting us drive a vehicle off your property that could kill our family. So, this is the first step in the process. We are so disappointed in their company, lack of professionalism, and willingness to put a family on the road at complete risk. Below is what the *** dealership found was wrong, that would have been impossible to happen in 3 months and hardly driving the car. All break pads and rotors are bad coolant hoses valve cover and gasket overall tire condition

  Customer response

  01/24/2023

  No it has not gone to court. I contacted the BBB first to see if they will do the right thing and fix our vehicle.

  Thank you,

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

  Business response

  01/30/2023

  We currently have **************'s vehicle and are doing our best to get it repaired as quickly as possible. We have spoken to ************** when giving him a loaner vehicle. We are extremely sorry for the frustration this has caused him. We would never intentionally do something to cause someone to feel unsafe in one of our vehicles. We will do everything in our power to correct it and will send you another message we we have his vehicle repaired and back in his hands.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 22, 2022, my car went in for inspection. The check engine light was on. George informed me that I needed an 02 sensor in bank 1, after they charged $124 to run the diagnostics. They replaced the 02 sensor and told me to drive 100 to 150 miles in multiple trips and then call to get a free retest and inspect the car providing the check engine light did not come back on. On August 11, 2022, the car was inspected and passed as the check engine light was not on. On August 12, 2022, the very next day, the check engine light came back on with an issue in bank 1 again. I contacted Lawrence Chev and spoke to George who informed me that I would have to pay another $124 to see what the problem was, even though it just left their shop and the light was not on, it came back on later that day. I feel like Lawrence Chev did something to my vehicle to make the light come back on so they could get ANOTHER $124 from me, plus whatever else they find wrong with it. George stated, at least it passed inspection but still will not help until they receive $124. I do not feel I should have to pay any additional money, as I was advised what they did fixed the problem. They kept my paperwork showing the receipt of the amount paid for the 02 sensor and the diagnostic test, along with the summary.

  Business response

  08/23/2022

  We are very willing to try to make this right with ***************. We have scheduled an appointment for her on Aug. 26 and are not charging diagnostic time to her.

  It is never our intent or business practice to do anything intentional to make someone's check engine light come back on. We truly want our customers taken care of and back on the road as quickly as possible. We try very hard get to the root cause of a vehicle's issue the first time, and sincerely apologize that **************** has made multiple trips. 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/22/2022 I purchased a vehicle from this dealer ship with extended warranty .On 3/3 The check engine light came on and i received a service text message. I took my car back to them 3/7 they set an appt .They kept my car until 3/9. On 3/15 the check engine light came back on and i had to take my car back their 3/17 .By then i contacted my bank and they said i can try and return the car for a trade in or go to another dealership. I contacted the dealer ship they said i couldn't return it but trade it in for something else. I took the car back they then gave me another car on 3/17. The car i have now with them has a dealer warranty as well as extended warranty. So they also included something called on star which is connected to vehicle .when the agent came out side he said their was something wrong with the ****** to come back the next day. I went over their the next day they kept my car for a day then said come back and pick it up. I get over their the guy Geo says its a part that they have to see if the sales team will pay for. 3/17 the guy Geo advised the Service manager Mark would get back to me I spoke with Mark 3/18 he advise it was a ****** module and he would get back to me Monday 3/21. I didn't hear anything back 3/23 i called the dealership asking for mark oh he's in meeting they take my number they will call me back 3/24 same thing 3/25 same thing. I call today 3/28 Same thing he's in a meeting. I left plenty of voicemails for this service manager to get back with me and have Not heard anything. I just want to know what exactly is going on if this is another bad car where i need to return it haven't even been a month something else going on. Attached i have what ****** sent as well as text not a problem they can fix.

  Business response

  04/07/2022

  ************ had an ****** problem with the vehicle she bought on 3/16/22. We did not get the information from ************** as to what components would fix the wifi and ****** in the vehicle until 3/28/22. We ordered the parts on 3/29/22 and the parts arrived on 3/31/22. At this point my service manager called ************ and set an appointment for 4/6 to do the repair. 

  The repair was completed on 4/6/22. There was no charge to ************. Our manager called her at 3:30 that day to confirm everything was working to her satisfaction.

  I do apologize that my manager did not keep her updated as much as he should have during those two weeks as our team investigated the correct fix for the problem.

*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. ↩