ComplaintsforFoster Chevrolet-Cadillac, Inc.

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/22/24 our 2015 Chevrolet Cruze was towed to Fosters Chevrolet after it broke down with a coolant leak. on 8/23/24 Fosters repaired it for a thermostat, water outlet, and bleed hose under warranty. We paid our part of $277.27 for that repair. My son drove it until 9/6/24 when we noted it to have a warning light on saying the engine was hot. He pulled over and the coolant reservoir was noted to be empty indicating a continued leak. We added coolant and drove back to Fosters, as they instructed, where we were told the next day that there "was an air bubble" in the system causing the low coolant level, and to bring the vehicle back in 1 week for re-check. After driving it for 1 week, the coolant level was again observed low, there was a burning smell, and a puddle under the vehicle. We returned to the dealership on 9/13/24. After one and a half weeks Fosters found that the head gasket was leaking, turbo cooler needed replaced, and the cylinder needed replaced. Due to what the warranty company said was over heating, the cylinder was not paid for. I was never given a cost estimate for my part of the repair after asking multiple times. In the end, the total bill was about $3000, with the warranty paying $2000, however I had to pay 718.14 to get my vehicle returned to me. I feel that I should not have had to pay for the remainder of the bill for 2 reasons. #1 I was never given an estimate of charges to me, even after asking multiple times both by phone and in person; and #2 Per a second mechanic looking at the parts that had been removed and the timeline, it is obvious that Fosters did not correctly diagnose my vehicle the first time, thus causing further damage to the engine, which voided the warranty and also caused damage that otherwise would not have needed to be repaired. We maintain that they missed the turbo cooler leak, which was the probable component that was still leaking from the first repair. I would like my money back for this bill.

  Business response

  10/23/2024

  The vehicle was initially towed in with an engine overheating issue.  The vehicle was checked and found that the thermostat was stuck causing overheating.  In addition, the water outlet was also found to be cracked along with the bleed hose on the cooling tank leaking.   The thermostat, water outlet and the coolant tank were replaced.  The vehicle was test driven and inspected with no other leaks detected.  The customer called on the 6th of September roughly 2 weeks later stating that the vehicle was low on coolant. The vehicle was inspected again for leaks with none being found.  The technician then pressurized the system which allowed him to check the heating system as well, and the cooling system for combustion gases which tells weather the head gaskets are leaking and there were no leaks found.   Since no leaks were found we believed the coolant system had air in it and when the air exited the system the coolant level would have dropped.  The customer was not billed for this visit and asked to check back in a week to retest again.  The customer brought the vehicle back on the September 13th for the inspection and stated that they found a small puddle of coolant under the vehicle that morning.  The coolant was checked and found to be low.   The vehicle was checked again with no leaks detected.  The system was then pressurized again with no leaks detected so the technician let the vehicle sit pressurized overnight and inspected the next day with a bore scope inside the cylinder and found tiny droplets of coolant.   The customer was told that that the repair was going to be over $3000.00 initially and we would contact her warranty company to see what they were going to cover.  The service manager contacted the customer after speaking with the warranty company and explained to her that the warranty company was covering the majority of the bill, but we didn't know exactly how much she would be responsible for outside of the deductible ($100.00) and the taxes.   

  This vehicles leak was so minimal that he system even in a 14–16-hour period it didn't lose enough pressure to determine it was leaking.   This leak was unique since you very rarely (almost never) have to inspect the inside of a cylinder head to find them.  Fortunately the technician that worked on it was experienced and been in the industry for 40 plus years to have considered this possibility.  

   

  Customer response

  10/25/2024

  
  Complaint: 22440182
  
  I am rejecting this response because: I am aware of ALL of the information provided I. The response from the business.  The fact that the Foster Chevrolet had difficulties in diagnosing the issue with my vehicle supports the fact that the delay in finding the actual problem the first time the vehicle was repaired ultimately led to further problems and potential damage to my vehicle. This damage caused a partial denial of my warranty to cover the entire repair which is why I had to pay a substantial sum to have my car returned to me. It is that amount that I would like refunded. Further I was NEVER told the cost of the repair that I would be responsible for prior to the work being done, which is unethical and not appropriate customer service. I would still like I resolution to this matter.
  
  Sincerely,
  ***** ******

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 26th, I had an oil change performed. By June 22nd, despite having driven less than 2000 miles since the oil change, I noticed oil on the ground due to a loose oil drain plug that was only finger-tight. I tightened it to prevent further leaks. On July 2nd, I took the car to the shop to have the oil drain plug re-tapped to resolve the issue. However, the shop incorrectly attributed the leak to an "excessive" issue with the valve cover gasket and did not address the drain plug as I requested. Insisting on the re-tapping of the drain plug, I retrieved the car.The following day, July 3rd, I discovered oil had leaked all over the driveway again. After draining the oil to prevent further spillage, I found a 14mm 1.5 double oversized bolt with Teflon tape wrapped around itclear evidence of the issue with the drain plug. Upon contacting the shop for assistance, I was told they needed to escalate the matter. Meanwhile, I had no choice but to seek help elsewhere to fix the problem promptly, as I needed the vehicle for Fourth of July plans.Addressing the situation required the correct tap, the appropriate bolt, and just an hour of labor. Driving the vehicle in this condition not once but twice was not acceptable; while the first oversight might have been a mistake, the second occurrence was negligent. I'd like to receive compensation for 1 hour labor @ $65/hr and 5 quarts of oil @ $8.78 for a total of $108.90 for having the plug tapped and refilled with oil.

  Business response

  07/17/2024

  The Service manager is contacting the customer to advise him that after reviewing the history we are going to refund the customer the $108.00.

  Customer response

  08/13/2024

  "Dear Foster Chevrolet of Sandusky,
  I am writing to follow up on a complaint I previously filed with the Better Business Bureau regarding an issue with an oil change service performed at your dealership on January 26th.
  
  After filing my complaint, I was contacted by your service manager on July 18, 2024, who inquired if I had any documentation from the individual who performed the subsequent repairs and asked how much compensation I was seeking. I provided this information, and the service manager mentioned that he would need to look into the matter further and get back to me.
  
  It has now been several weeks since that conversation, and despite leaving a follow-up message on July 29, 2024, requesting a callback, I have not received any further communication or resolution from your dealership or the service manager.
  
  In addition to the specific compensation of $108.90, which covers 1 hour of labor at $65 and 5 quarts of oil at $8.78 each, I believe that additional compensation is warranted due to the inconvenience and frustration caused by the overall handling of this issue. The lack of attention to detail, both in the initial service and the subsequent follow-up, has been unacceptable and has caused undue stress and inconvenience.
  
  I respectfully request a prompt response and resolution to this matter, including consideration of compensation for the overall poor service experience. I value the opportunity to resolve this issue amicably and look forward to your prompt attention.
  
  Sincerely,
  
  ***********************

  Business response

  08/26/2024

  We sent a check to ************** the week before last.  I reached out to him today to see whether he received it.   If he didn't, we will stop payment on that check and issue another one.

  Customer response

  08/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received a check to compensate only for one hour of labor and 5 quarts of oil and nothing additional.  They will have no other business with me nor I with them. 

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

• Initial Complaint

  08/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been working with ********/***** and the Manager ****. They promised me a lease deal, ran my credit, approved my application, used my GM employee number, had me switch my insurance over and the car is to be delivered in the next couple hours when I get a phone call from the Manager **** that they cannot honor the deal anymore. All this after this same day I was asked to download the app, add the vehicle and start it from my phone! They did a bait and switch at the 11th hour. They took advantage of me as a woman and gave me no other options. I did everything that was asked of me until the final moment of when the car is to be delivered. The only other thing I can do is file a complaint against them with the state for this unethical behavior. I have fallen victim to there scams and am mortified that a dealership that has been there since 1955 can treat a customer like this!

  Business response

  08/21/2023

  This was nothing more than an honest mistake with the customers trade in value. We sincerely apologize.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ran my credit 6 times for hard inquiries and said that it shouldn't have happened due to ohios laws and still hasn't fixed it. Sold me a car with a broken air conditioning system and the manager said they will fix it because it was missed during the inspection. They put freon in it and called it good but it was not fixed. Then air conditioning clutch broke and they claimed its a totally separate issue and charged me 1250 bucks to fix it. After arguing with them that they were wrong they took 20% off the bill and then shredded the original bill and said have a nice day.

  Business response

  07/14/2022

  The customers vehicle was serviced and inspected prior to the purchase on 03/03/2022.  The first service visit was on 04/22/2022 for an oil change and tire rotation.  On 04/29/2022 the customer brought the vehicle in complaining that the A/C was not blowing cold.  The technician added freon and dye to the system, checked for leaks and found no visual leaks.  The A/C was blowing cold so the vehicle was returned to the customer.  On 06/28/2022 the customer brought the vehicle in complaining of a noise, burning odor and  A/C not working.  The vehicle was diagnosed and found that the compressor not working due to the clutch on the compressor being broken.  The A/C condenser was replaced, system recharged and the A/C was working properly.  When the customer was picking up his vehicle he was concerned that the A/C issue was related to the previous A/C repair.  We explained to the customer that the compressor was working properly when it was in for the previous repair (two months earlier) and there was no way of knowing/diagnosing that it was going to break.  We did discount the repair since he had previous issues with the vehicle.   It is very unfortunate that the compressor broke but again there was no way of knowing it was going to break while diagnosing the A/C on the first repair two months earlier.     

• Initial Complaint

  01/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my car in for service on 4 separate occasions to repair an oil leak. During the course of this they broke a coil and charged me to replace it, they removed a hose which I now have a coolant leak and it took them three times to repair the oil leaks that I asked them to repair. They want another $835.00 to repair the coolant leak they caused which I declined. I want someone who will repair the problem the first time without causing more problems for the future.

  Business response

  02/22/2022

  Business Response /* (1000, 6, 2022/02/08) */ I will contact **** to review the previous work performed to determine weather or not it is related to the current leak.

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