ComplaintsforWeber Granite City Chevrolet

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle a year ago, a 2019 ***** Traverse, I&#**;ve had it one year now and I have had to take it to the shop every 2-3 months. I have had to have my alternator replaced, throttle sensor, and my check engine light comes on frequently.

  

  Business response

  03/28/2024

  #********  - *************************
  
  Weber Chevrolet has investigated Ms. ******* complaint.  November 11, th, 2022, **************** purchased a 2019 Chevrolet Traverse.   The vehicle at time of purchase had registered ****** miles on it.  The Traverse currently has ****** miles on it, (16 months ****** miles).   Vehicle has been serviced at our service department at various times.  All work performed, except for maintenance work, (oil change, tire rotation) has been covered by the ** warranty.  The Traverse has also been taken to other repair facilities for oil changes.  Weber Chevrolet has provided a loaner vehicle to **************** at various times and has offered to take her home to avoid waiting for her vehicle.  Weber Chevrolet will trade her out of this vehicle and into a different vehicle of her choice.  Weber Chevrolet has complied with all ** repair directives regarding work done on this vehicle.
  The option to remain in her current vehicle or trade into a different one is entirely up to ****************, Weber Chevrolet will work with the customer per her decision. 
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had multiple issues with our vehicle and has been to their shop multiple times with the past year. Weber has not been up to their maintenance standards with services that has been provided. We have photos that has shown the poor job that has been done on the 2017 Chevy Camaro, also the customer service has been poor even down to the service manager. I feel discriminated against the company several times during the times I have brought my car and it’s still partially prepared. We have even spoken to the general manager and they have threaten to sue us. I have my vehicle and the car is not working properly. Also they have installed a new motor, new sunroof and some other repairs that was not completed or not fully installed correctly that was brought to their attention.this has been explained and Weber still has not even returned our calls from the service manager. I also have a video to share

  

  Business response

  11/03/2023

  # ********
  Weber Chevrolet has investigated Mr. ****’s complaint.  Mr. **** brought his 2017 Camaro in for service and was provided with a loaner vehicle. While the loaner vehicle was in his possession, he was involved in a car accident.  Mr. ****’s deductible was $1000. Which Mr. and Mrs. **** refused to pay. Weber Chevrolet attempted to run the credit card on file for the deductible, but the card was declined twice. As of the current date, this unpaid balance has been carried by Weber Chevrolet.  Since that time, and in good faith, Weber Chevrolet has continued to work on Mr. ****’s car with all repair work covered by the warranty, (this does not cover oil changes). 
  Mr. **** had Safelite Auto Glass replace his windshield at some point and complained to them they had damaged his headliner. Safelite covered the cost of Weber Chevrolet replacing his headliner.  Mr. **** complained we had left fingerprints on his new headliner, loosened his rear-view mirror, the park brake release was chipped, and the bezel was loose from around the instrument cluster.  We picked up the vehicle from Mr. **** and did a complete interior and exterior detail on his vehicle.  We also tightened the mirror. We did not do anything with the bezel or the park brake switch, as the services we performed were not in relation to those areas. When we delivered the vehicle back to him, Mr. **** also complained we damaged his door panel. This is not true.
  We would always offer to pick up and drop off Mr. ****’s vehicle for him since we could not place him in a loaner vehicle.  Mr. **** would cancel on us multiple times, change his pickup dates at the last minute.  Weber Chevrolet has gone above and beyond to help Mr. **** with claims and issues with his warranty company.
  October 17th, 2023. Mr. **** spoke with our general manager and stated the issue of the $1000. was not his responsibility.  Our GM stated he could bring his vehicle in, our service manager would look at the door panels, (we did not remove to clean his vehicle) and would address the issue of the balance due from September 2022.  We stated we would not work on his vehicle until that amount is paid.  Mr. **** implied because of the money owed by him, we are doing sub-par work on his vehicle, which simply isn’t true.
  Weber Chevrolet has attached the loaner vehicle agreement authorized by Mr. **** and his wife. Page seven of that contract are notes showing dates and times our service manager tried to contact Mr. **** regarding the balance due, without any returned call from Mr. ****.  We have also included copies of the declined receipts when Weber Chevrolet attempted to run the credit card the customer had on file with us when agreeing to the loaner contract. The recorded call between Mr. **** and the GM is available upon request.
  Weber Chevrolet has treated Mr. **** in a fair and equitable manner and requests he seeks service elsewhere, including all Weber Group locations. Our obvious concerns are not only the unpaid balance, but the continued accusations by Mr. **** of additional damage done to his vehicle with every visit.
  Weber Chevrolet
  
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2011 SRX to Weber to have a flat tire repaired. They told me I had to buy a new tire which I didn't agree with but did so. Immediately after the new tire was on there was a vibration. Turns out they put 8 weights on the rim (they bent the rim with their tire machine). The other 3 rims only have 1 - 2 weights each. I reached out to Weber and my friend and I met with the service manager - he told me I did a "curb shot" and they didn't bend the rim. Hard to miss the markings of their tire machine on the rim. If I had hit a curb, my tire would be scuffed and the rim ground and scratched. The service manager was extremely rude and condescending to me. Took him out for a drive in the car and of course he couldn't feel vibration. All he wanted to do is resurface the rim and call it a day. I called a rep from ***** Tires and explained, sent photos. He said "shame on whoever did this to hide a bent rim". I called and left a message for the GM of Weber and still have no return call. In the past they put a computer on my car to program the liftgate and hit a wrong button - my car wouldn't start 2 hours after. Took car back to Weber the next day. They called and said it was my fuel injection. I said NO. I told them to disconnect the battery and allow system to reset and the rep asked...that's it? I said yes that they were not touching the fuel injection. The reset worked. No issues since. Had I not known enough to protect myself they would have charge me over $1200. Re: Bent rim. I was told it could be my rear axle and it would be at least $1500 just for them to look at it. I declined. I do not appreciate being treated as though I am an idiot. They would have made a lot of money if I didn't know what I do. Also when I purchased the car they never gave me the Carfax report. I had to find out from Cadillac that the front end of the car was wrecked to the tune of $12k - $14k. Needless to say I do not trust this dealership any longer. They should replace the car!

  

  Business response

  10/06/2023

  Complaint ID: ********
  Weber Chevrolet Granite City has investigated Ms. *********’s complaint:
  
  July 1, 2016, Ms. ********* purchased the 2011 Cadillac SRX from our dealership.
  
  August,14,2022, 22: The customer came in and purchased 4 tires for her vehicle.
  
  August 8, 2023, she returned complaining her tire was leaking.  There was a nail in the sidewall of her tire, which is not covered by warranty and the customer paid for the tire.  This is why we suggested she replace the tire.
  
  August 23, 2023, the customer returned and stated she noticed a vibration in her tire.  We examined the tires, performed a road force test on it and found nothing wrong with her tires. 
  
  August 31,2023, the customer returned stating she noticed a vibration continuing.  We warrantied a new tire for her to attempt to satisfy the customer.  We raised the vehicle on the rack and spun the tires.  There was no wobble of a bent wheel or bad tire.  Our service manager showed the customer and her male friend there was no bent wheel.  We saw the area on the wheel the customer was concerned about and showed them both, our wheel balancing machine.  It was impossible to dent this wheel which again was shown to both.  Our service manager rode with the customer and felt no vibration or wheel wobble. To satisfy the customer, we offered to re-finish the wheel and re-balance the tire.  An appointment was set for this customer to return and have us do this service on her vehicle, at no charge, but she cancelled the appointment and never returned.  No further inspections were made, and no further repairs were performed.
  
  May, 2017 the liftgate repair was done.  If there was a problem, this could have been brought to our attention then, not six years later.
  Our diagnostic fee is $99.00 which would have allowed us to examine her rear axle for any problems, not the $1500 she states.
  
  We have not been rude to this customer and have tried to resolve her vehicle issues.  The customer’s resolution comment, to suggest a car replacement for her 12-year-old car, is simply not logical or reasonable. 
  Weber Chevrolet has conducted itself in a fair and reasonable manner.  It may be best for all parties that she seeks service elsewhere as we cannot appear to resolve her demands nor provide her service work without serious apprehension of future demands.
  
  
  

  Customer response

  10/16/2023

  I never received the negative, untrue statement from Weber until this morning. 

  
  

  Completely false information from them. 

  
  

  They said they would refinish the wheel.

  
  

  The marks on my wheel are from their machine and it is bent. There is NO excuse for their business practices and trying to deceive me (and others as I have found out) to spend monies on "issues" that do not need to be repaired. 

  
  

  I've seen how many complaints they've received and am checking into 5 On Your Side to inquire about other folks scammed.

  
  

  I was quoted the $1500 price for diagnostic services by **** and immediately declined.  There was never a mention of $99.

  It's a bent rim and the service rear axle message is a sensor.

  
  

  They have the right guy as service manager.   Deny, deny, deny.

  
  

  They owe me a wheel.

  

  Business response

  10/19/2023

  Complaint # ********
  Weber Chevrolet has investigated Ms. *********’s secondary complaint response:
  Ms. ********* states she did not receive our response until 10/16.  We responded to the BBB on 10/6/2023 and received word back from the Better Business Bureau, 10/13/2023, the case was closed.
  We had offered to address Ms. *********’s concern; she had an appointment scheduled for September 27th, but never kept the appointment. A copy of our appointment screen from that date showing her time for the appointment is attached. She never showed and we did not hear from her until the first BBB complaint was filed, 10/16/2023.
  Our diagnostic fee is $99.00.  We did not quote her $1500 for a diagnostic check of her car. 
  Ms. ********* has contacted other Weber group dealerships to voice her opinions. This does not change our position.
  Due to the demands Ms. ********* has made in her original complaint, “They should replace the car”, (and as we stated in our first response) Weber Chevrolet has conducted itself in a fair and reasonable manner.  It is best for Ms. ********* to seek service elsewhere.
  Weber Chevrolet
  

  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Over a month ago, I was told by the parts department that my heated seat chip was available for my 2022 ***** blazer. I was told that it would be delivered to the dealership in about two weeks. Three and half weeks go by and I didn't hear anything. I called and left a voicemail asking about the chip. I received a voicemail back from the service department SUPERVISOR and him stating that my chip would be in a couple of days. Another week goes by and I talk to the same supervisor again and he tells me that the chip was never ordered. He said he got with the parts department supervisor and got it ordered immediately, I then asked if we could get a rush delivery on it since of the previous problems. He then calls me back and states that an extra chip was ordered twice for a customer and that chip would be mine to be installed into my vehicle. My vehicle was picked up today and taken to the dealership for the chip installation and to fix a rim. I called to inquire about why the vehicle was not returned yet and was told that again the chip was never ordered and wasn't installed in my vehicle. I have tried numerous times to talk to the supervisor about this and/or the ** and they haven't answered my call, nor called me back about this situation.

  

  Business response

  12/26/2022

  **************** vehicle was repaired and completed to his satisfaction and we apologized for the missed communications.  ************ wanted a new set of tires for this inconvenience which Weber Chevrolet declined. We did offer to top off his gas tank, a free oil change and a credit towards his purchase of tires from our location.  ************ picked up his vehicle but declined the additional gas.  We offered to pick his vehicle up, perform an oil lube and filter change, then return it to his location, while providing him a loaner car.  He declined this offer stating it would put additional miles on his car.  Weber Chevrolet also sent ************ credit towards his tires, gas and mileage.  Weber Chevrolet did apologize and has presented ************ with a fair resolution to this matter.  

  Weber Chevrolet

  Customer response

  12/27/2022

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still unsatisfactory to me but I accept what they offered.   

  
  

  Sincerely,

  
  

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

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2021 Chevy Traverse Truck with only 4 miles and it came with some 80k miles tires. When purchased the truck, the company sent off the wheels to get the rim painted black. Several months later, I work from home so the truck isn't driven much. The truck only had 19k miles and notice that we needed some tires. We have been rotating tires as normal but still if these were the Firestone 80k miles tires its no way that we needed tires with only 19k miles on the truck. We contacted Weber, had to leave messages no one called back and finally got an appointment on 9/19/22 @9:30am. Spoke to a Service Manager ****. Off back, he wasn't the nicest and was making up excuses without even looking at the truck. Once looking at the tires, himself agreed that I shouldn't need tires with the truck only having 19k miles. We have documents that shows that the tires been rotated and had oil changes. Rick stated that he would have to reach out to ***** to see what they would say. I didn't hear back from **** until 2 days later. All to tell me that its nothing that they could do. I asked to speak to his boss because I shouldn't be reliable for buying new tires with only 19k miles on a brand new truck already. The boss brushed me off and basically told me that he wouldn't do nothing either. I believe that when they sent off my wheels to get my rims painted black that they switched out my tires. But even so if that didn't happen they should still be reliable for replacing my tires. I feel like since I was a woman that don't know all details on a car that they brushed me off and this isn't right. Please help me on getting my tires replaced.

  

  Business response

  11/03/2022

  Complaint #: ********
  Weber Chevrolet has investigated *** ****** complaint.  The vehicle, a 2021 Chevrolet Traverse, was purchased 10/11/2021.  We did not see the vehicle again until 11/10/2021, when the Traverse was in our service department for accessories as well as to reprogram the fog light kit, and matts.  The mileage at that time was 1615 miles.  Weber Chevrolet did not see or service the vehicle again until 9/19/2022.  At that time the customer complained about excessive tire wear on the vehicle.  The tires were inspected by our technician, and it was determined the tire wear was caused by lack of rotating the tires.  The wear on the front tires were measured at 4-5mm while the back tires were measured at 8-9 mm.  (Attached is the Certified Service print out of this visit, indicating the tread wear).  The customer states they rotate their tires, but the wear would be distributed evenly over the tires, not the front wearing at almost half what the rear tires are.  *** ***** also makes the statement when the vehicle was in for accessories, (11/10/2021) the tires were switched to a lesser grade tire.  This is simply not true.  Weber Chevrolet did not nor would not switch tires on this customer’s vehicle.  We have the recorded call between *** ***** and our service manager.  The service manager was cordial and informative regarding this situation.  *** ***** makes the comment her husband should call and talk with the service manager.  We have not received any calls from her husband to date.
  Additional documents including recorded calls and call list is available upon request. Weber Chevrolet is under no obligation to replace tires for this customer. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my car in to have recall work done. Weber said they cut and programmed a new key for the car. When I received my car back the new key that had been made wasn’t functioning properly and would not go into the lock position. I contacted Weber about the problem and returned my car to the dealership. I asked if they could give me my original key back since I hadn’t had any issues with it. They never gave me my key. Once I complained about my car not having issues when I brought it in they told me my car was a 20 year old piece of ****. The service manager was very insulting and disrespectful. He also made up lies he claimed I told them. All I have asked for was the work to be done probably. They are attempting to make me pay for a problem that occurred when they made a key for the recall.

  

  Business response

  06/13/2022

  RE#********:
  Weber Chevrolet Granite City has investigated Mr.  ****’s complaint.  4/28/2022, Mr. **** has his 2002 Chevrolet Monte Carlo, with 191,030 miles, towed into our dealership.  He stated his check engine light was on.  Weber Chevrolet ran a diagnostic of the vehicle and numerous items were discovered to needing work, (a copy of the diagnostic is included in this review).  It was determined the vehicle required more dollars than the net worth of the vehicle.  Mr. **** paid for the diagnostic and a recall had been sent by GM to replace the existing keys with new ones, (unintended ignition key rotation recall).  Weber Chevrolet performed the recall, with Mr. ****’s authorization, and gave Mr. **** the new keys.  5/11/2022 Weber charged his battery and Mr. **** drove the vehicle home, using the new key provided.  Mr. **** states when he returned home, his dashboard lights stayed on.  The new keys showed more codes on the vehicle because they were updated.  5/12/2022, Mr. **** had his vehicle towed back again complaining the new keys had caused other problems with his vehicle.  We did not retain his old key.  Weber Chevrolet again informed Mr. ****, his vehicle needed a new cylinder kit and ignition switch to remedy this problem, (see original diagnostic form, those items are mentioned as needing replacement).  Mr. **** contends because of the new keys, his ignition is ruined and Weber Chevrolet should replace those items at no charge to him.  Since 5/12/2022 until the present, there have been numerous phone calls to resolve this matter with Mr. ****.  Weber quoted originally $895.22 to complete this repair.  As an attempt to resolve this matter, Weber Chevrolet agreed to split the parts costs with Mr. ****, and absorb the labor.  The total bill would be $265.99.  We have a recorded call between our service manager and Mr. ****, where Mr. **** agrees three times to go ahead with the repair, (recorded calls available upon request).  Weber Chevrolet proceeded with the work and notified Mr. **** his vehicle was ready for pick-up.  When Mr. **** arrived at the dealership, he again stated he did not feel he should have to pay for any repairs after verbally stating to proceed with the work.  The vehicle is still at our location.  Weber Chevrolet has offered a more than fair and reasonable offer to Mr. ****.  Additional concerns of working on this vehicle require us to state no future repair services will be offered to Mr. ****.  We are concerned any future repairs might again lead to further differences with a vehicle in this state of needed repairs.  This vehicle was neither purchased nor serviced before 4/28/2022, at Weber Chevrolet.  We request Mr. **** pay his invoice and remove the vehicle from our lot. Weber Chevrolet has conducted itself in a professional, fair and reasonable manner. 
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/14/22 I took my car a 2010 Chevy Malibu Lmtd to be repaired as I had several lights come on indicating problems and problems noticed myself. The lights that came on were service esc, engine light, traction control and my tire light. I told them there was a knocking when the heat was on. The serviceman told me he would complete a diagnostic and let me know the problems and tell me the cost of repairs. I agreed and waited, the service guy returned he told me check and advise on check engine light on and runs rough, tire repair installed SL-N-Sensor replaced the right front tire pressure sensor, completed multi point inspection, engine performance diagnosis (running rough, other) Installed SL-N-MODULE ******** and Core chg ********** ** installed and programmed the bcm, replaced the thermostat to repair the p0128, replace map sensor S1 for map and flushed cooling system, I agreed to all repairs totaling $1556.27 in which I paid in full (invoice #********* &2 was printed), $556.27 with cash and $1000 with my banking debit card. I continued waiting but then I was told I would be taken home and called when the work was completed. On 4/13/2022 I called and was told parts were ordered and needed to be delivered, I asked about a loaner car and they were all out. On 4/14/2022 my car was done and that day I informed them that there was a knocking still from the heat/ac, the engine light was on again after an hour, traction control light came on and oil change indicator was still flashing. I called and spoke with them about the problems still and informed them of two new finds, my tire rim was bent and scratched and my front grill damaged. I returned there on 4/15/22 spoke with the service manager and was showed the work that was supposed to be completed. I feel if anything was completed all the lights and noise would not be seen or heard still. I disputed the debit card payment of $1000 until this issue can be fully resolved.

  

  Business response

  05/02/2022

  #********
  
  Weber Chevrolet Granite City has investigated Ms. ***** complaint.  March 12th, Ms. ***** brought her 2010 Malibu into the dealership and stating there were various problems with her vehicle.  We determined what needed to be repaired, provided a written estimate to her and she signed and agreed for us to proceed with the work.  Parts were needed and the vehicle was ready for pickup on March 15th.  Ms. ***** returned with her vehicle and an individual (friend, relative?) that assisted her in the explanation of the repair work done.  Our service advisor went through every part of the repair except the one already installed in the dash.  Ms. ***** felt we had not installed any new parts at all.  After the explanation, Ms. ***** assistant seemed satisfied with our explanation and the work done.
  Weber Chevrolet stands behind its work and is willing for Ms. ***** to bring her vehicle back into the dealership so we may address her concerns.  The customer did withhold $1000. partial payment on the service already performed on her vehicle.  This amount will need to be made current before our offer to address addtional issues begins. Weber Chevrolet did not scratch her tire rim or damage her front grill. 
  A copy of the repair order Ms. ***** signed is attached.
  Weber Chevrolet looks forward to assisting Ms. ***** with her vehicle and addressing her concerns on work already performed by our service department.  Weber Chevrolet stands behind its work and feels we have offered a viable resolution to this matter.

*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. ↩