ComplaintsforSuburban Chevrolet of Clinton

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 Chevy Colorado on Saturday afternoon at this dealership. The heat in the vehicle was not working but the salesman assured me they would get it fixed first thing Monday, since the service department was closed Saturday afternoon. So I purchased the vehicle with the stipulation in writing that they fix the heat as soon as possible. I dropped the vehicle off first thing Monday Morning. The service department tried to tell me I would have to make an appointment but I explained that I was told they would fix it right away, since I bought it on that condition. I am writing this complaint and still have not heard an update after calling the last 2 days. I don't know where my vehicle is or if they have fixed it. I have no vehicle to drive to work. I feel like they took my money to purchase the vehicle and don't care about fixing it as they promised. It certainly has not been a priority.

  Business response

  01/22/2024

   I am not really sure how this escalated to this level.  Mr. **** took delivery on Saturday 1/6/2024.  He was 100% promised that his truck would included the needed repair.  He is very correct that we would "fix the vehicle as soon as possible."  No one in the sales department has the ability to schedule a service appointment or diagnose needed fix .  I am very sorry that he arrived Monday without an appointment and was not happy with the information he was given.  However as in any dealership, we need to not only diagnose the problem but make sure we have access to any parts needed to not keep any customers car/truck for an extended time.  Mr. **** 's repair required a parts order that was done on 1/8, and the actual repair was completed and he picked up his vehicle on 1/12.  He was contacted by his sales rep on 1/13 and at that point said he was happy and loved his truck  Replacing the radiator and  and all required to make heat functional, this was a very reasonable time for parts to arrive and complete job.  We take a ton of pride in our customer service and apologize for his concern  I can be reached at ************ on any day but Tuesday. 

  Regards,

  **** ******

  General Sales Manager

   

  Customer response

  01/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I feel like the business response ignored the whole communication issue which is really what the problem was.  The entire week I called and left messages for the service department and no one called back. I also messaged my salesperson who didn't have any info on the repair either.  I had no idea what was going on and was without a vehicle the whole week.  Very inconvenient.  In fact, I didn't get a call, even when it was finished.  I finally got a hold of someone who told  me it was done and I could pick up the  vehicle.  I don't have a problem that it took so long considering what was done, but if I had been communicated with I could have made better arrangements to get to work and it would have showed that you had some consideration for your customers.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company owes me a refund for the car warranty I purchased through the dealership in March 2020. I was told by the Finance Manager, ******* *********, that the approximately $1,100 was received two weeks ago and a check would be issued by the department that handles warranty refunds. I have been waiting on the refund since the end of July 2021 when the vehicle I purchased the warranty for was traded in for another used vehicle. I have visited the dealership on three different occasions to talk with ******* about the issue with no resolution in getting payment issued to me. I will also escalate this issue to GM as a formal complaint if a check is not received within five business days. Thanks for your assistance in contacting the dealer in getting my complaint resolved. *************************************************

  Business response

  01/17/2022

  Consumer Response /* (2000, 7, 2021/12/14) */ I was contacted by the dealership last Friday notifying me that my check was ready. I picked up my check today from the dealership. Thanks for your assistance in resolving my complaint.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid cash for a new car and they will not send me the title

  Business response

  02/08/2022

  Business Response /* (1000, 10, 2022/01/05) */ The business informed BBB that is a General Motors issue, not a dealership issue. The dealership must order a MSO for Ohio customers. The business has not received it. The dealership understands the consumers frustration and is doing everything it can to resolve. The dealership's GM rep has been involved. The matter has gone up the ladder and Detroit headquarters has been informed. Unfortunately, it is a MSO and there is no way around other than getting it. GM has said that it sent the MSO 5 times. The dealership has never received it. Since the consumer bought his car, the dealership has probably delivered 15 to 20 cars to Ohio with no problem receiving the MSO in 4 to 5 days. In the owner's 20 years in the business, he has never experienced this. In the last couple of days, he has tried another approach and is waiting for a response. Again, this is not a dealership issue. At the dealership level, they are doing everything they can to resolve the matter.

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