ComplaintsforBramlett Automotive Group

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 16, 2024, I dropped my car off because it was in limp mode. I chose Bramlett because it was the nearest *** dealership near me. I recently purchased the car in ******* and did not want to out a strain on the vehicle. I was told my ***** ******** that it was the turbo and it would have to be ordered. I was told that my warranty did not include rental coverage but for two days. So from the 16th of may until now I have accrued real charges and was not even offered a car by Bramlett. I was told one time that I was forgotten about. To add, I was contacted by ***** stating my car was ready. I paid ****** out of pocket plus rental fees. I made it down the street and the car had the same issue. All they had to do was provide a loaner. Now Bramlett says they are awaiting two bolts and that's its. This make four months total they had my car with no resolution. I was told I would be reimbursed 2 days rental and yet to receive that either. I went by today after being told they would be pulling it in to start on it and not movement.

  

  Business response

  09/17/2024

  Although Mr. ****** did not buy his vehicle here, nor his service contract on the vehicle, we were happy to assist him. We diagnosed his vehicle with the help of ************** **************************** ordered parts and installed them when they came in. We drove the vehicle many times as part of our standard policy testing and quality control. We filed the claim with his service contract who authorized the repair and a limited amount of rental. We had to wait on backordered parts to repair the vehicle. When the vehicle came back the 2nd time, we had new trouble codes than before, we diagnosed a faulty powertrain module, which we covered under warranty and no charge to Mr. ******* We do not pay for rental vehicles that are not authorized by warranty or a service contract. Now we have ordered a turbocharger at the advice of ************** Technical Assistance. We have been waiting on more backordered parts, seals, studs, gaskets, pipes, etc. required to do his repair. We have offered to cover his $ ****** deductible and file for reimbursement of rental charges he incurred at his discretion, and to help cover any charges on this repair not covered by his warranty or service contract. We will work in his vehicle with our scheduled service appointments to the best of our ability. There are other clients who have waited patiently for months who have scheduled a service appointment to reserve a technician for repairs. I would recommend contacting his selling dealer for rental/loaner vehicles and reimbursement of deductibles he agreed on for covered service repairs when he purchased his vehicle.

  ****** ********- Service Manager

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