ComplaintsforTim Lally Chevrolet

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from a buy here/pay here in March of 2024. The vehicle came with a 12 month warranty. I had the car towed on August 16, 2024 to Tim Lally Chevrolet due to the fact that the car kept overheating. Since that date I have called to the dealership, every day, sometimes more than once trying to get an update on my vehicle. After seral attempts and no contact from the service department, I finally called to ask for a supervisor. I received an email from customer relations, but I still have not received any contact from the service department as to when my car will be fixed. I reached out to my warranty department and was informed that there were no calls made to get an estimate or even see if the issue will be covered. So, the bottom line is, that my vehicle has been at this dealership, sitting for 10 days and has not even been looked at and all of my calls have been ignored. There is also a woman there at the front desk that was very rude because she has been getting all of my calls. She made a statement to me on 8/26/24 stating : "I will take a message and put them with the rest of the messages that you have left" This lets me know that they are aware that my calls are being ignored and they have no intentions on responding to my calls.

  

  Business response

  09/12/2024

  Since 8/27/24, we've had numerous texts/contacts with *** **** regarding her visit and repair with the outside warranty company.

  Will update you once we have a resolution with the warranty company.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he called the business and spoke with someone named Rachel. He asked if he could have his vehicle towed there and he was told yes and they could run diagnostics for $140.00. It took them a few days but she text him back and told him there were a bunch of codes and it would cost $1250 to repair the issues, which he agreed to. He asked if that was the entire balance and she said yes. About 4 days later she called the consumer back and told him they ran into some problems with the transmission module and it would be an extra $500. He asked if that was in the diagnosis and she said she thinks so. He told her he was not pleased because they agreed on a price for everything that was on the diagnostics. The service manager called him and told him he misunderstood, he advised him that he did not misunderstand. The consumer then asked again if all of these issues were on the diagnostics print out and he said yes, the consumer said that confirms the issue should be part of the original price. The business has had his vehicle for 3 weeks and he is not even sure if any of the work has been done because he cannot reach anyone at the business.

  

  Business response

  09/20/2023

  Multiple people have tried to reached out to this customer, but it continues to go to VM.

  The original estimate for the car was $1,250 to replace the fuse block in his car which was absolutely butchered from the previous shop that he had taken it to. The car had multiple codes on it for no communication. Customer was told this was a start to determine the necessary repairs.   He asked if that was the full total for the fuse block repair which he was told yes. After the technician put the fuse block in the car he found the check engine light was still on and found codes for the TCM still was active. He got one from parts and plugged it in (did not program to the car) and the check engine light went off. Customer was called to let him know that the fuse block took care of most of the codes but not all of them, that we would have to put a TCM in the car which was an extra $500. He asked why this wasn't caught in the original diagnosis.  In many cases, we have to repair the first component to determine any others that need repair.  He proceeded to yell at our service advisor and said that he shouldn't have to pay the $500 because he was told the full total would be the $1,250. Which ****** told him was just for the fuse block and the diagnosis charge. He was given the option that he could pay the $1,250 and take the car, but the check engine light would still be on.  He ended up hanging up on Rachel. We had another service advisor call him the next day to try to explain again and had the same type of conversation ending with him hanging up.  At this point it was turned over to the service manager.  The customer did not answer the phone and Jim left him a voicemail to reach back out to him. Jim also called this customer the day after 9/8 with no response from the customer. We have no missed calls or voicemails from Mr. Brewton, no has he tried to reach out in Text2Drive at all since Jimmy called him on 9/7.  

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******
  
  
  
  
   

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******
  
  
  
  
   

  Customer response

  09/26/2023

  The information that was given is false. The manager never heard the conversation. The advisor stated that was the price to fix the car. I ask her did the technician had fixed the vehicle were as it was drive able. I was never aggressive or hostile those are comments use to cover up wrong doings.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle September 2022. During the purchase many things weren't disclosed to my husband and I prior to signing the contract and running our credit for purchase. We weren't told until document signing that the chips for the heated steering wheel and seats were not in place at the time of purchase and to date we have not received the credit for it. Prior to leaving the lot, we discovered paint chips on the back of the bumper with our salesman. We drove the vehicle for a short period of time and discovered a dent in the tonneau cover. The dealer was notified and we scheduled a time to fix both issues (see attachment). The dealership kept the vehicle for 20+ days. The only communication we received was if we called. After 20+ days of holding the vehicle, the body shop representative stated "the tonneau cover was not placed on by the dealer and would not be fixed." The tonneau cover was affixed at time of purchase meaning it was placed on the by manufacturer. A call was placed to GM customer service to resolve on 10/28/2022 and to date this matter has been left unresolved. Henry from the dealership was very kind and stated the tonneau cover would be fixed. However, we have not heard back about correcting this. ** customer service was unsuccessful in reaching inter departmental staff to resolve (i.e Sales Manager, Customer service manager, Owner). The goal was to resolve without escalating to BBB, however this matter has gone on without resolution since 10/28/22. We have asked for several escalations to managers with GM customer service one called back (Victoria) and read incorrect notes on my voicemail in the month of January 2023 only to state that my concerns needed to be addressed with the dealer. If this was in fact the protocol we should have been informed back in October. At this point 10,000 rewards points and 50,000 points were offered which is a complete lack of regard for a 4 month long process that could have been resolved.

  

  Business response

  03/03/2023

  The repairs to the ******* vehicle were completed on Monday 2/27 which was a scheduled appointment from Monday 2/20 .   We apologize for the length of time that these have taken to repair/replace, but unfortunately some of the lead time for the chips and the replacement tonneau cover were out of our control.   That does not dismiss the poor communication that they have experienced during this situation.    Once it was determined that the tonneau cover was not a warranted item, we replaced it at no cost, but did have to wait for it to arrive.  The chips for the heated seats and steering wheel were both installed on Monday.   We hope that this covers all concerns, but will be reaching out to them to be sure everything is taken care of.
  

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  After completion of the tonneau cover it was determined that the tonneau cover is not the same as the original installed cover and it was placed on the vehicle crooked. There are also some stickers that are not correct on the cover. We did received a text message from a representative and reported this issue. To date it has not been resolved. I would like to have the tonneau cover corrected at another location preferably ****** *************** ********* *** ***** ***** ** ******

   

  Also, due to the lack of communication, follow up, and time frame I am still requesting some form of Good will certificate and/or at minimum 50,000 reward points to be added to my account

  
  Regards,
  
  ******** *****  
  
  
  
   

  

  Business response

  03/15/2023

  We have contacted the customers and are scheduled to look at the tonneau cover concerns tomorrow.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my ****** ** to Tim Lally in early February for repair. My odometer stopped counting the mileage at about 134,000 miles. I spoke with the service representative ****. He told me they would take a look at it and get back to me with the solution. A few days later **** called me and told me that I need a new cluster and this will fix my issue so the odometer will read the correct mileage. I made **** aware that I do not have a lot of money to put into the vehicle and I was concerned that they will try to charge me more to do subsequent repairs. He assured me replacing the cluster is all that I will need to do for my odometer to be repaired. He also suggested I get a new battery. The quote for a new battery was roughly $275. I told them to NOT replace the battery. That is something I can easily do myself. After 2 to 3 weeks I receive a call from **** telling me that changing the cluster did not repair the odometer. If I would like the odometer repaired I will need to spend a minimum of an additional $2,000! I immediately expressed my dissatisfaction and reminded him of the original conversation when he called me with their diagnosis. I was never provided an acceptable reason for how they misdiagnosed the issue with the odometer. **** told me that I still need to pay for the repair that was not needed. I contested this immediately. Why would I pay for a service my truck never needed in the first place? I have been calling and leaving messages for ****, the service manager Jim, and the general manager *** *****. Not one of them has tried to call me back for months and months. During one of the countless attempts I have made to speak to someone at Tim Lally, I discovered that they also replaced the battery even though I directly told them not to. I now have an additional charge I did not need or agree to. This seems to me to be fraudulent. I need my truck back! I should not be responsible for the mistakes made by their service department.

  

  Business response

  09/15/2022

  We have been in contact with the customer and apologized his vehicle not being correct. We have put the customer in a courtesy vehicle while wait for the parts required to arrive. 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2019 ********* ******** from *** ***** ********* with 4,333 miles on it on 12/15/21 via internet. The car was shipped to me via truck in Arizona. I have had a brake issue in which I had repaired at local dealership in Arizona with 6,687 miles on it. The pads and rotors were replaced due to being warped by Autonation Chevrolet Arrowhead in Arizona. They told me car was out of warranty and brakes were not covered I paid $4,347.64 out of pocket to make the car safe. I had no choice. Tim Lally sold me the car as a "Certified Pre-Owned" Chevrolet (General Motors product) which has a 12 month/12,000 mile bumper-to-bumper warranty from the time of purchase(12/15/21). I reached out to **** ***** via email at Tim Lally Chevrolet on 7/15/22. I did not receive a response, so I contacted the "BBB auto line" who put me in contact with a general motors representative named ******* ***** ************, ex** *******. She stated my car could not be covered because the brakes could have been bad at time of purchase and Tim Lally should be responsible since they sold me a "Certified Pre- Owned" Chevrolet with 172 -point inspection and reconditioning process. The BBB mediator and *** ******* said I need to contact the Ohio BBB due to a local dispute since the car was certified by Tim Lally Chevrolet. I believe Tim Lally sold me the vehicle with unsafe, faulty brakes and should either reimburse me for the out of pocket expense or they honor the warranty I have through General Motors. They need to work the warranty issue out with General Motors and reimburse me since the car is still under warranty due to being a "Certified Pre-Owned" Chevrolet. I have attached support documents. I appreciate your help in this frustrating situation.

  

  Business response

  09/13/2022

  *** ****** purchased this vehicle on 12/15/2021 with 4339 miles. The vehicle was purchased as a ** Certified Vehicle with a limited warranty. The vehicle was also purchased as "AS IS-NO DEALER WARRANTY" as stated on the window sticker. Unfortunately ** Certified Warranties do not cover items that wear, such as brakes. Attached are copies of the warranty disclosures as well as the inspection report for the vehicle. *** ****** took his vehicle to his dealer in AZ with **** miles (2348 miles since purchased) with a brake concern. We had not heard of any brake problems up until that point. We do not feel that we are liable for any brake repairs on *** ******** vehicle. 

  Customer response

  09/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]  

  I disagree with Tim Lally and have attached the Warranty document in my possession which I received with the window sticker.  I do not believe putting 2348 miles(since purchased) on a set of brakes would cause them to warp as my local dealership here in AZ stated was the problem. Brakes should not be worn even after the total mileage of ****. I disagree with the warranty not covering worn brakes. Average lifespan of a C7 ******** brake set is 40000 miles.  I also attached the ****** (attached) stating the car had its alignment and tires checked on 7/28/20. I was having same issue that felt like an alignment problem from the time I received the car. Why was the car taken to a service facility for that in 2020 and sold a year later? I believe Tim Lally was aware of the brake issue, checked off the brakes as safe and sold me the car. I did not receive any paperwork or remember signing the 172 point inspection documents they attached. Anyone can check off a box as "good to go" and sell a car. As stated before, ** says my issue is not a factory defect and Tim Lally may have sold me the car unsafe with bad brakes. I am asking for ** and Tim Lally to honor their warranties and reimburse me for selling me an unsafe faulty product. I reiterate, brakes should not fail(warp) in **** miles, let alone only 2348 miles that I put on the car. They certified the car as a "Certified Pre-Owned" with 4339 miles on it and sold it to me. The warranty should cover the brakes since no car should have to replace brakes with only 2348 miles placed on it. I also point out that this is a high performance vehicle and Tim Lally is stating brakes are going to wear with 2348 miles placed on them? I disagree and find this to be an unacceptable excuse to not be accountable for selling me an unsafe vehicle.

  
  Regards,
  
  ******* ******
  
  
  
  
   

  

  Business response

  10/06/2022

  The customer was supplied a copy of the certified paperwork and warranty disclosures. The customer also signed the inspection report as well as initialed the limited warranty disclosure with explaining that brakes and items that wear are not covered by the certified warranty. 

*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. ↩