ComplaintsforLiberty Chevrolet, Inc.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 ***** Silverado brand new in July 2020. I have a full warranty that is still active as well as a powertrain warranty that has ***** miles remaining. I have brought my truck to the dealership countless times for transmission related issues, but they never seem to fix the problem. They originally flushed the transmission which was a temporary fix but never resolved the issue and has since been in the shop many more times for the same issue. They tell me there is nothing wrong with the truck even though I explain to them all the symptoms and they have even acknowledged there is a problem but they cant diagnose it or get the problem to replicate at the shop. About 2 months ago they replaced the torque converter but it didnt resolve the issues and has been brought back multiple times with no fix. The last time is was there, it sat for 2 weeks and then they told me again there was nothing wrong with the truck. They then refused to pay for the car rental that I had for the two weeks. A week later my check engine light is back on and the truck is having more problems. I have called multiple times and left multiple messages and no one calls back or responds. The truck has stalled in the middle of the road, it shutters and jolts when accelerating/coasting/ and turning, it shifts hard and the tachometer flutters. I would love to get this resolved and Im afraid that this truck is a lemon. Im not sure what my next step is so Im reaching out to the BBB to hopefully get some help. Thank you, **** *******

  Customer response

  10/13/2024

  After writing the complaint they never contacted me. I ended up driving there on Friday 10/4 and they said there was something wrong with my truck and they would be in touch with me the following Monday to make an appointment. They never reached out and still am yet to hear back from them. 

  

  Business response

  10/21/2024

  Our Apologies for the delayed response as we have updated our BBB contact email addresses on our end. Since this concern was filed in late September, Mr ******* has brought his Silverado back to Liberty service for diagnosis  on 10/4/24. During the visit his check engine light was not illuminated but he was able to test drive the vehicle with our shop ******* and we were able to identify a stored engine light code by scanning his vesicles computer. The code was related to a loose wire which was in alignment with a Chevrolet service bulletin. We made the repair and followed up with Mr ******* on the repair a few days later. At that time Mr ******* said the truck was ok. As Mr ******* stated his truck is still covered under the factory powertrain warranty and we maintain all historical service records related to his vehicle.  ***************** have any concerns in the future our service center will be available to assist.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4/10/24 I brought my 2017 ****** into Liberty Chevrolet of Wakefield Ma for an oil change/tire rotation. I was notified by their service advisor, ******************, that the truck needs both front control arms replaced and an alignment. My service cost was now over $1900, but I didn't question the service advisor and approved the work. Once complete, I paid my invoice and drove home. A few days later, I was driving on the highway and noticed the front end was pulling to the left. I thought maybe the new parts had to wear in, so I drove it until 4/24/24. I didn't see any improvement, so I called ******* at Liberty and made an appointment for them to check it out. The appointment was for 4/29/24, and the service advisor was **************** After waiting there for some time. He came out and told me the mechanic drove the truck and felt the pull to the left. They wanted to perform another alignment, but couldn't at that time as he indicated the alignment machine was down. He told me he would call me in two weeks when the machine was fixed and schedule me for the alignment then. I asked if the truck was okay to drive and if it would do any damage to my tires; he said no, as it would only be a couple of weeks. I was never called back in the two weeks and decided to call Liberty Chevrolet today, 5/22/24. I asked for ******, but ******* took the call. She told me the alignment machine couldn't do that type of alignment. I asked if it was unable or just still needed to be repaired, and she said it was unable. I asked to speak with her Manager, *******************, but he was not available to take my call as he was with a GM representative the rest of the day. He told me to bring the truck in, and they'll do the alignment and he would call me tomorrow. I asked how you could now do the alignment; you just said the machine couldn't do it, and he never did call me back. I would like the cost of just the alignment refunded to me, which is $129.95, as I plan to take my business elsewhere.

  Customer response

  06/04/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty chevrolet of ************ End of February beginning of March I went in for an oil change and they notified me and said that I had a slight leak on one of my transmission lines. I never had a problem with my transmission and it was not a leak it was more of a sweat. After they replaced it my truck started shifting oddly and through a check engine light. After getting a second opinion I found out that ***** over filled my transmission. After I called ***** and informed them. They told me to take it in. Then they called me an said that there nothing they can do and I need a new transmission. For 7 thousand dollars. I went to a new transmission place and had to replaced a reputable transmission shop. After purchasing multiple vehicles there and using them for every oil change and maintenance was told to leave and never come back.

  

  Business response

  07/07/2023

  After reviewing all of the historical documents in our records along with the information provided by Mr.********, we now have a clear understanding of the series of events which are as follows:
  ******************** brought his Silverado in for maintenance on 12/30/2022.
  The vehicle had ****** miles at this time.
  We performed an oil change and multi-point inspection. There was an open air bag recall that was inspected and at that time and parts were ordered, we found 2 wheel lug nuts needed replacing and as ******************* stated we recommended transmission cooler lines as they were beginning to leak.
  I have attached the repair order from this visit that will show all services.
  If you read job #4 on the repair order, the transmission cooler line replacement, you will see that parts and labor was billed out and you will also see no transmission fluid was billed out for this repair meaning that we did not add any fluid as part of this repair. If the leak is minor, which it was in this case, and the fluid is at normal range then it is not necessary to add additional fluid.
  Additionally, as a comparison, if you review job #1 of the repair order, the oil change, you will see the oil filter billed out along with 6 quarts of oil.  You will also see $1.99 of washer solvent (washer fluid) as it was low and we added fluid.
  Bottom line here is that we did not add any transmission fluid during this service.
  ******************** brought his vehicle back to complete the air bag recall on 1/16/23.
  The vehicle had ****** miles at that time 17 days and 167 miles after the initial repair.
  No drivability concerns were made at this visit and the recall work was completed.
  ******************** then night dropped his vehicle at Liberty (dropped off after hours) on 4/13/23.
  The vehicle had ****** miles at this time 3 month and ***** miles after the initial repair.
  ************** envelope stated transmission towing no six gear overfill
  In speaking to ******************* about the issue at this time he stated that the temperature rose to 225 degrees while towing, a warning light was on and that he had an ASE Certified technician check the car and that the transmission was over-full. He stated that that technician drained fluid. No documentation was provided to us on this diagnosis by ********************
  In inspecting the vehicle here during this visit, the transmission fluid level was within range (not over full at this time) and there were trouble codes in the trucks computer related to the torque converter solenoid.
  ******************* declined repairs and took his vehicle.
  Liberty received this BBB complaint on 6/19/23 which is 6 month after the initial repair and 2 months after his last visit.
  We reached out to ******************* requesting any documents he had related to this concern and we received a hand written repair order from an independent shop that states work performed: rebuild transmission complete and converter.
  In reviewing the repair order it clearly states in writing that the transmission fluid was once again over full at the time it was diagnosed by them.
  When the vehicle left Liberty after its last inspection here on 4/13/23 the transmission fluid was at normal level so we can only assume that transmission fluid was added after the visit  to Liberty as it is not normal practice for any shop to document conditions that are not actually present during a diagnostic inspection.
  Additionally, overfilling the transmission fluid in a 2015 Chevrolet Silverado **** can and sometimes will cause drivability issues however as the transmission is vented it will not build up pressure and blow out seals or cause any permanent damage.
  Below is some technical information explaining this further:
  Overfilling the Transmission Fluid:
  Transmission fluid serves three purposes.This slippery liquid lubricates the moving parts inside the transmission. In cars with automatic transmission, it also cools the inner workings and transmits power from the engine.
  Overfilling the transmission fluid will not cause permanent damage to your car. It can cause some changes you may notice. Frothing and leaks are the symptoms of an overfilled transmission.
  When the fluid level is too high, it can come into contact with moving parts. The normal level of the fluid is below these parts. The moving parts can aerate the fluid, causing it to froth and foam. While this may look like cause for alarm,it is harmless.
  Overfilling the transmission fluid will not cause seals to break, but they may leak. The transmission is vented so that pressure won't build in the unpressurized areas.Transmission fluid can leak out these vents if it is too high. The seals higher in the transmission may also leak, but these seals are not pressurized.
  In this year and model Silverado, although there is currently no open recalls, unfortunately torque converter issues are not uncommon.
  We understand from the customers standpoint if he had no perceived transmission issues during ownership and then had the transmission lines replaced that he would be suspicious of the connection between the two events however, based on all the information above including the timeline of events, the torque converter issue is simply coincidental and not in any way connected to the replacement of the transmission cooler lines.

  Customer response

  07/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  
  

  The mechanic that was working on my truck when changed out the transmission lines also said my battery was dying and I need a new one. When the battery was replace 3 months prior to the that day, and never had an issue with my battery and transmission until after I left that day. (Not adding a small amount of fluid to the bill my have been forgotten). When brought to other company they found that the transmission was over filled and the battery terminal was loose.  I also tried getting serval appointments to get my trucked looked at between those dates. Either booked or didnt work for me. So for someone truck to run perfectly fine before they bring it into a dealer ship for and oil change and leave with multiple issues that I didnt have is concerning.
  

   As a former long time customer ********************** has went through numerous service advisors and service managers and Im sure mechanics. That should have been my wake up call for anyone but I took convenient over quality I guess. 

  

  Business response

  07/10/2023

  In re-looking at the visit from 12/30/22 we do see that the technician noted and recommended a battery replacement a battery test is performed as part of the multi-point inspection. I have attached the Tech notes and the printout of that battery test that does indicate *****v and suggest replace.
  In re-addressing the transmission fluid, in order for any parts to release from the parts department to the shop floor, we require documentation on a repair order as this is how, from an accounting standpoint,  we relieve stock from our inventory and bill out what is applied to a job repair.
   If a part was requested but not documented on a  repair order then no parts can be released as there is no way to relieve them from inventory or bill them out of the systemthis is why we pointed out the $1.99 cent charge for washer fluid on the same repair order.
  As you suggested, like most business especially since the pandemic, we have had turn over in staff and we have also promoted employees from one position to another. Although no business runs 100% perfectly or without issue I assure you we have maintained qualified, experienced, trained and certified employees.
  We are truly sorry for the issues you experienced with your vehicle but we stand behind our previous written responses and documentation stating that the torque converter issue is unrelated to the line replacement.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Liberty chevrolet of ********* ** End of February beginning of March I went in for an oil change and they notified me and said that I had a slight leak on one of my transmission lines. I never had a problem with my transmission and it was not a leak it was more of a sweat. After they replaced it my truck started shifting oddly and through a check engine light. After getting a second opinion I found out that ***** over filled my transmission. After I called ***** and informed them. They told me to take it in. Then they called me an said that there nothing they can do and I need a new transmission. For 7 thousand dollars. I went to a new transmission place and had to replaced a reputable transmission shop.

  

  Business response

  06/21/2023

  We have reached out directly to ******************* and requested more documentation related to the fluid diagnosis and repairs done at the 3rd party.

  We are also gathering up all our related history in our records. Once we have all the documentation, will review it and be able to respond to *********************** concerns.

  Customer response

  06/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in November 2022 we purchased a dump truck with three containers from Liberty Chevrolet. We paid in full with a certified bank check. We were told it would take 3-4 weeks for the truck and containers to come in. We were also told that we would get a training on how to use the switch and go system for the truck. After reaching out multiple times we finally received the second container and a training at the end of January 2023. We have reached out to the sales rep. ************************* several times because we are still owed one container and are just being told it is back ordered with no ETA. We have not had any communication since February 22, 2023 and are concerned we will not receive this container at all.

  

  Business response

  03/30/2023

  We sincerely apologize to ************* for the delay in getting them the final Switch and GO body that they did pay for in full at the time of the purchase of their new 2023 Isuzu NPR.

  We order the switch and go bodies from the nearest distributor which is *****. Due to numerous fluid issues occurring in industry these days,such as materials shortages, work force shortages, shipping delays, etc., the manufacture and delivery of these bodies have been delayed.

  This is no fault of *************, Liberty Isuzu or even ***** the distributor and it is not isolated to switch and go bodies but rather the majority of parts related to the automotive industry.

  With that said it is our intention to deliver the final switch and go body to ************* as soon as possible after its arrival to the distributor.
  We reached out to the distributor, and they are saying it is scheduled to ship on March 31st. We have attached that letter.

  We will reach out to ************* early in the 1st week of April with an update on delivery eta

  Again, we apologize for the delay.

  Respectfully,
  Liberty Isuzu
  (See attached)

  Customer response

  04/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. We were contacted on 3/31/23 letting us know the backordered containers miraculously was delivered that day. We were able to coordinate the additional container with Liberty Chevrolet and have received as of yesterday.   We are thankful for the BBB assistance as we feel without it we would not have received our missing container. As we continue to grow our fleet we will be using other dealerships. 
  Regards,
  
  *************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a recall on my 2009 ***** Tahoe been getting recall notice for well over a year I believe now. I call them to set up an appointment they then transfer me to someone else but they never pick up. Probably called 8 to 10 time each time I have waited from 20 min to over an hour. Last time I called March 1st I told them, as much so I ****** got through but the girl told me she needed the vin # their are #s on the card nothing say vin. I give her a # I see on front 1gnfk13089r211114 it's small print. Then *********** off and says she just wants the last 8 digits. It's small print I'm holding the phone and no pen, so I say ok I'll go backwards you tell me when it's 8 digits she unwilling or can't do this, to I say I'll give the whole # and you can use the last 8. Again not willing to do it. Im expressing my frustration at this point because if they want just 8 put just 8 in my recall card I can't see it well enough to count of 8 so she hangs up on me. I wasted about 8 hours on the phone already with them. This is something to do with air bag and I have an 10 and 14 yo so want it working... Which I may have already fixed it out of pocket not sure

  

  Business response

  03/02/2023

  We apologize that ****************** had a difficult time in scheduling an appointment to have his recall investigated and repaired.

  We will look into this open recall, parts availability and reach out to him at the phone number he provided later today.

  Respectfully,

  Liberty Chevrolet

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found a 2022 ***** Blazer VIN ***************** online with Liberty Chevrolet on October 2nd and the price was $49,485 less rebates and add documentation fees. When I was at the dealership purchasing the car on 10/5/2022, they added in a Market Adjustment amount of $1,999 in the Purchase Contract. I checked the website price while at the dealership and the Market Adjustment was not online. I took a screen shot of the website price, which I attached. I asked about the Market Adjustment and they said they hadn't had a chance to update the website yet. But, the car had been in their inventory. While I was at the desk, they updated the website to include the Market Adjustment. I should pay the price I saw online that brought me into the dealership. I called before going and they said the car was still there. The price advertised on their website was misleading and false advertisement.The dealership should not be allowed to change the price of the vehicle while I am sitting at the table signing the documents to support the amount they charged me.

  

  Business response

  12/06/2022

  Liberty does charge a market adjustment on some low availability vehicle models depending on scarcitywhen we do this we make every effort to post these charges both online and on the vehicle in a timely manner. In this case it appears that the adjustment charge of $1,999 did not get posted simultaneously as the car went live on the website and as such we will honor the posted price as requested.Please see the attached refund check and overnight tracking info that will be sent out today 12/6/22 by end of day.
  Respectfully,
  Liberty Chevrolet

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently purchased a used vehicle april 4th. Have had to take the car back to the orginal dealership three times. 1. There was Rodents nest in the hood of the car which I noticed when i get home.2. Both key-fob batteries were dead 3. Three different oil leaks 4.lied to about the front tires being new 5. Not given a loaner car while issues were being fixed within 30 days of vehicle being purchased.6.alternator died 7. Battery light came on after 2 months of use of the car

  

  Business response

  06/22/2022

  ************* purchased her pre-owned 2019 Chevrolet Traverse with ****** miles from Liberty Chevrolet on April 4th 2022. Her vehicle is currently covered under the remainder of the original factory warranty.

  Additionally, ************* purchased an extended service contracted so she has multiple layers of mechanical coverage.

  
  ************* returned to Liberty shortly after her purchase with a concern related to her key fob batteries and a possible oil leak.

  
  Liberty replaced the batteries in her key fobs at no charge and performed a die test for the oil leaks. ************* took her car to drive for a period of time and returned. At this time the die test confirmed an oil leak at the timing cover.
  ************* left her car with Liberty where the repair was made under warranty. She paid for her rental at that time but has been instructed to bring Liberty a copy of the **** so we can submit it for reimbursement.

  
  Later on, ************* took her vehicle to ***** Chevrolet for a concern related to a dash board battery light. ************* also requested ***** check for oil leaks during the same visit. ***** Chevrolet replaced the alternator under warranty, checked for leaks as requested and could not find any at time.

  
  ************* filed this BBB Complaint and made another appointment with liberty Chevrolet to check for oil leaks.

  
  We reached out to ************* to discuss all of the concerns laid out in her complaint. ************* is frustrated with the issues but stated she does like the vehicle. ************* agreed to bring her vehicle back to Liberty where we performed another die test and we unable to detect any leaks.

  
  We discussed having ************* bring in the receipt for her previous rental so we can apply for reimbursement on her behalf.

  
  We discussed her concerns with the tires and although they more than pass safety inspection standards we have offer to replace all 4 tires as a gesture of good will so ************* can get what she expected.

  
  These issues have been documented in Mrs. ***** **************** history should there be any future concerns. We apologize for the inconvenience related to these issues and we sincerely hope we can continue our business relationship and that ************* can enjoy her 2019 Traverse issue free for years to come.

  Customer response

  06/22/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  Liberty Chevrolets statement is false regarding ***** dealership saying there was no leak. ***** called me specifically to ask me about the leaks before they proceeded to replace the alternator. I asked ***** to fix this issue themselves since Liberty Chevrolet is incapable of doing so and they told me they could not as Liberty Chevrolet already has a claim open for the same issue with GM. I also had the car taken to a 3rd party mechanic on Monday 6/20 and they provided the images attached which show a very active oil leak. I would like to know how theyre not seeing this blatant leak theyre refusing to fix. 
  

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  06/23/2022

  I want to start off by saying ************* is our valued customer and at no step of the way are we fighting her, refusing to make repairs nor or we trying to intentionally make our interactions difficult. 

  Our service manager, ************* spoke directly to the service manager at Quick Chevrolet. ***** stated that when they looked at ***************** vehicle for an oil leak as she requested, they could tell someone (Liberty) had made a recent repair. They stated to us that they could see damp spots but as they could not locate an active leak that they felt it was residual oil from the repair that was made. At that point they put dye in the system so a leak could be detected.

  When the Traverse came back to Liberty (it is here now) we could not see dye leaking not did we locate an active leak. As stated in our original response we have documented these concerns in ***************** **************** history should there be any issues in the future. She is covered under warranty and extended service contract.

  We will reach out to ************* again today to discuss her concerns about the oil leak and would be happy to look at her photos and have her look at the car along with the technician and service manager, so we are all on the same page.

  We also fully intend to honor the tires and rental **** submission for reimbursement.

  Respectfully

  Liberty Chevrolet

*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. ↩