ComplaintsforReichard Chevrolet

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting a refund for the services I received on July 23 at ******** Chevrolet. The service was unsatisfactory for several reasons: 1. Unsatisfactory Service Completion: I have no record of the alignment other than a bill, and there is no evidence it was performed correctly. The appointment took two hours, yet the work seemed incomplete. My car was still pulling to the side afterward. Immediately after I took it to another shop that found the alignment entirely off, as if no alignment had been done. 2. Miscommunication and Lack of Preparedness: I called two weeks in advance to request Amsoil and was assured it would be ready. However, 15-20 minutes into the appointment, Steve informed me they didn't have it in stock. Steve mentioned I had to special order this, which I had already done. 3. Poor Customer Service: Steve exhibited a terrible attitude. When I confronted him about his poor service, he responded dismissively with "yeah. And?" He refused to let me speak to someone higher. When William arrived, Steve continued to dominate the conversation, leading to no proper resolution. 4. Lack of Communication and Explanation: Steve failed to ask clarifying questions about my car's issues, and no one explained what had been done at the end of the appointment. I was misled about the multipoint inspection, as the paperwork contradicted what I was told, indicating the alignment was not checked. The alignment should have been checked since I paid for it. 5. Unprofessional Environment: My car was left a mess with trash and an oil-covered floor mat. Basic customer amenities are standard at other service centers like Smedleys. Given these issues, I am requesting a full refund for the services provided to me ($273.67), which I believe were either not performed or done incorrectly. The overall experience was deeply unsatisfactory, and I did not receive the service I was promised. Please address this complaint promptly. ****** ******

  Business response

  08/29/2024

  Hello ********,

  
  

  This customer called in stating that her vehicle was pulling from left to right and we stated to her that her car needed to have an alignment done to it, which was completed on 07/23/24. I attached the file of the alignment specs to her car showing the before and after of the alignment we performed. There is no camber, caster adjustment available on her vehicle without drilling out the strut towers to make them shift into place which isn't necessary on her vehicle. The steering wheel was misaligned and the toe was misaligned making the vehicle pull to the right. After we adjusted the toe to align with the wheel the pulling of the vehicle went away. We road tested and confirmed the vehicle was no longer pulling driving straight down the road. This customer requested Amsoil oil for her oil change and we told her we can get Amsoil but we do not stock it. We called the customer to tell her that we do not stock her oil for her car and we would have to order it and she stated for us to change it with ACDelco dexos oil which is the GM recommended oil for her vehicle, if she didn't want the oil changed with that oil she could have told us and we would not have performed the oil change. 

  Customer response

  09/12/2024

  The majority of the statements provided by the business are false. I was physically present on-site at ******** throughout the entire process. At no point was I informed about the specific needs of my vehicle; in fact, I was the one who inquired about whether an alignment was necessary to address the pulling issue. Furthermore, please refer to the attached document from an independent mechanic (Grismer), which clearly demonstrates that ******** either did not perform the alignment at all or did so incorrectly. The claim about a camber adjustment is new information to me—it was never mentioned in our discussions nor documented in any of my paperwork from ******** nor did Grismer recommend that. (For the record, Grismer's alignment fixed the issue...) Additionally, their assertion that they conducted a road test is untrue. The vehicle never left the dealership during my visit, as I was there the entire time. They also failed to notify me in advance that they did not have AMSOil in stock. Instead, they only informed me over 20 minutes into the appointment, despite my call (attached) on July 10 to confirm they would have it available for my oil change on 7/23. This level of service is unacceptable, and I am still requesting a full refund.

  Business response

  10/22/2024

  re case # ******** we absolutley test drove the vehicle and will not be giving a refund to autumn rohrer thank you **** ********

  Customer response

  10/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: The dealer must provide evidence that the vehicle was actually test-driven. I was present at the dealership, and the vehicle never left the premises. This is completely unacceptable. While I can overlook the issue of not having the oil I requested, dishonesty about test-driving the vehicle is not something I can tolerate. At a bare minimum I expect a partial refund for the service that was not performed up to a reasonable standard (another shop said it was done incorrectly, see my previous documentation). If you cannot rectify here I will be filing a complaint with the attorney general. 

  Sincerely,
  
  ****** ******

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/27/2022 We bought a used 2008 Buick Enclave CXL, there was a concern with a possible leak. The service manager, Curt, had his 3 lube technicians put the car on a lift and told us that the leak was oil that leaked during the oil change they performed during the service prior to putting the vehicle in the lot to sell. on 9/4//2022 the vehicle started shifting hard and on 9/6/2022 i took the vehicle in for the certified mechanic at the dealership to look at. The car was returned to my house and I was told that the lube tech test drove the vehicle and that the transmission needed to be replaced which would cost $5,000. The salesperson that returned the vehicle that day said that the vehicle had an inspection done and an oil change, he stated that the transmission fluid had not been done due to known issues with doing so due to the age of the vehicle. We took the vehicle for a second opinion and the mechanic shop stated the transmission had been flushed with new fluids. I called Reichard to have a copy of all services that were performed and was told there were no records of any services, including a oil change. The car fax for this vehicle shows that Reichard reported 2 service, on 2 separate dates of which Reichard states they have no records of any services being performed on the vehicle. The employees have been very rude and have hung up 3 times when calling to speak to a manager, with no success of being directed to speak to a manger. There are no records in there system of any services/inspections but services were reported by the dealership on 2 separate dates.

  Business response

  09/28/2022

  To whom it may concern,

   

  We did sell the 2008 Buick Enclave to referenced customers on 8/27/2022 and the service manager here did put the vehicle on a rack in service to show the customer the leak. It was shown that there was oil residue on the valley pan. Customer confirmed and wiped it off and took the vehicle willingly and AS-IS. It was made clear to everyone involved it was not transmission fluid. A transmission flush was not performed. Customer was offered an extended service contract in the finance department and declined any said coverage. Attached are the 2 R/O’s prior to the sale, the R/O after the sale, the buyer’s order with a signed as-is acknowledgement, the signed as-is window sticker, the signed as-is disclaimer, and the signed declination for extended service contract coverage.

   

  Thank you,

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

  Reichard Chevrolet

  Customer response

  09/28/2022

  
  Complaint: ********
  
  I am rejecting this response because: after the sale was final we were told that an oil change had not be done on the vehicle prior to being put on the lot and we were told that no service were done to the vehicle, including a safety inspection. There were 2 services reported to carfax by the dealership and when we asked for the service records for the vehicle we were told there is no history. The vehicle was at the dealership for 2 days having the back hatch button replacement after we purchased the vehicle and there are no records for that as well. Not only were we lied to but the customer service has been nothing shy of unprofessional. 
  
  Sincerely,
  **** *****
  **** *****

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