ComplaintsforCecil Clark Chevrolet

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have a very long message to display but there is not enough room allowing me to. So the short story of my issue is on May 2, 2024 I took my 2022 equinox into Cecil Clark Chevrolet of ********, ******* to be seen and have warranty work done. I had several issues with my car that I explained to them fully what was going on the main issue being the struts in the rear that were making a lot of squeaking noises and the entertainment center that when I went under certain bridges are overpasses lights inside and out completely shut off but the car will remain running and then it would turn back in a few minutes later they kept my car for several hours supposedly did test drive with it. I watched on the my Chevrolet app which provides me in real time. The *** of where my car is I saw them leave the dealership and take it a few miles down the road and park it at a residential Home , where the technician then took his lunch and was gone for over an hour off the clock with my vehicle, parked at a residential home along this route. There are no overpasses or bridges and in the notes it says that the tech went through overpasses and bridges to try to replicate the issue, but couldnt find it didnt hear the struts so they couldnt replicate the issue. They said they test drove my vehicle and they did not now , I was just about up with my ****** mile bumper-to-bumper warranty at this point but still with my warranty said they couldnt do look at the issues and thats because they didnt test drive the vehicle. They lied and I have proof of that and my warranty expired and they will not fix my vehicle even though I picked my car up they told me if I still had the issues bring it back and because its so close to the warranty expiring since I brought it in before it expired, they will fix it so I bring it back and they tell me they wont fix it. I said what about my extended warranty its a $500 deductible. PLEASE CONTACT ME **** CAN SEND AN EMAIL WITH FULL DETAILS OF EVERYTHING.

  Business response

  09/13/2024

  We can provide the emails received by the customer making the complaint.  I retained the *****************, P.A. in ******** as the customer made threats to tarnish our reputation if we did not meet their demands.  We are a family-owned business who has been serving *************** since 1972 and no one will threaten to besmirch my family's good name in the community for any unfounded reason.  The cease and desist was sent via email today.

  Customer response

  09/18/2024

   
  Complaint: 22280534
  
  I am rejecting this response because:

  They say that the accusations are meritless, however I have proof they lied about taking my vehicle for a test drive to try to replicate the issues. I was monitoring my car the entire time on the ******** App watching the gps and while doing so I screen recorded where the tech drove my car and for how long. Furthermore on the paperwork they gave me it says that they drove my vehicle near underpasses and awnings but that is a blatant lie because I have it recorded and proof to give that they drove my vehicle to a residential home a few miles down the road from the dealership and parked it there for over an hour while the tech was off the clock taking his lunch break. Doing who knows what to my vehicle and further more of something were to happen such as an accident who is going to cover those costs and liabilities. After he was done taking his lunch break, he drove my vehicle the same route back to the dealership and parked it. Telling whomever that he took it for a test drive and tried replicating the issue. He straight up lied, didnt properly do his job in trying to replicate the issues therefore causing it to appear as though there were no issues with my vehicle. I expect the company to own up to their mistakes and tell the truth. Prior to the cease and desist letter Ive already reported the company to a local news station, **************, ************************, ******* of agriculture and consumer services, State Attorney General, ************************************, FL **** Highway And Safety of Motor Vehicles Regulations of Car dealerships. All I asked was they honor my warranty when it was still active or that they pay the $500 deductible for the extended warranty I purchased. 
  
  Sincerely,
  
  ****** *****

  Customer response

  09/20/2024

  I am trying to get an update, since Ive not heard back from anyone in regard to this complaint. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original repair completion date was September 09th 2023. Cecil Clark Chevrolet service department did not perform the repairs I paid just under $3,500.00 for correctly, causing further damage to my vehicle and leaving me with most of the original problems as well. Their service department also broke / lost pieces of my truck & declined to repair or replace them claiming my truck was old and "thats what I get". I attempted to allow them the opportunity to make things right & they returned my vehicle to the same technician to correct the faulty repairs who then caused further damage and failed once again to complete the repairs I had already paid for. I attempted to reach out to the *** **************************** at that point and he would not even let me explain what happened before cutting me off and hanging up on me.

  Business response

  12/06/2023

  Customer complaint originally addressed October 19, 2023 at no additional charge. Customer took delivery of the vehicle and there was no other communication from customer for 45 days. Customers vehicle is 24 years old with ******* miles. ** refund to the customer will be forthcoming.

  Customer response

  12/16/2023

  I did not see the initial response and just discovered this notice my complaint was being closed. I have attached my texts with the service writers as well as my call history to the dealer to show what they are saying is not true. I had to escalate my issues to the owner as the service manager and technician left my vehicle with more damage afyer my initial conplaint and still didn't correct the improperly performed repairs. 

  Customer response

  12/20/2023

   
  Complaint: 20956645
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 12/16/2023 7:12:35 PM
  I did not see the initial response and just discovered this notice my complaint was being closed. I have attached my texts with the service writers as well as my call history to the dealer to show what they are saying is not true. I had to escalate my issues to the owner as the service manager and technician left my vehicle with more damage afyer my initial conplaint and still didn't correct the improperly performed repairs. 

  
  

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

  Business response

  12/29/2023

  Customer vehicle is 24 years old with ******* miles. **** original inspection, vehicle had significant oil leaks. We completed the original repair on September 7,2023. Customer contacted service advisor stating her airbag light was on, there was a lump in the ******, and cruise control did not work. We addressed all customer concerns aside from the airbag light, which customer originally knew there was an issue and declined repairs. Customer returned again stating there was an additional leak that needed to be investigated. When she brought the vehicle back in, the water pump (unrelated to the original repair) was leaking.We explained to customer that we would be unable to find the leak without repairing the coolant leak. Customer stated she would take the vehicle, fix the water pump and return for us to diagnose. On October 3, 2023 we performed an oil change and added dye to determine where the leak was coming from, which is standard procedure. Customer returned again on October 16th, 2023 to have the leaks re-investigated and we determined the leak was coming from the front of motor. We replaced the front cover of the oil pan, which was not apart of our original repair, at no charge to the customer. The customer took delivery of her vehicle on October 19, 2023. She contacted us on October 21,2023 to complain of an improper repair but stated she would not be returning to have it looked at. This is the last communication we had with this customer for 40 days. This customer is a former employee and former automotive technician.By her own admission, she has worked on the same repair that was completed. This customer owns a vehicle that needs major repairs and wants it fixed at no cost to her.
  
  This customer has filed an additional complaint on this repair, and this will be our final communication with the BBB.

  Customer response

  01/04/2024

   
  Complaint: 20956645
  
  I am rejecting this response because:

   The airbag light was not on when I dropped off the vehicle. It came on as I left the dealer the 1st time so I immediately returned as I also noticed a huge mound in my carpet. They " adjusted" the mound in my carpet and claimed my airbag light must be a faulty cluster and it was just coincidence.  After seeing the light on and finding the shift cable improperly routed I began to examine the other repairs done. I found multiple issues immediately. The rubber from the shift cable was not installed in the floor , the airbag module the shift cable ran around was dented, the clips for the shift cable under the vehicle were not fastened properly,  2 of the bolts on the oilpan were bot even finger tight with threads exposed. The new oil cooler lines installed were not sealing properly and leaking at the connections due to being inproperly installed which ruined the o-rings made to seal the lines. I replaced those myself. The front cover was the main reason I brought the vehicle in and requested an estimate. When the technician originally worked on the vehicle they improperly replaced the front cover and the water pump as well ( as you must remove this to access the from cover) . They reused the original water pump gasket which caused the water pump to leak. I replaced that myself after the dealer claimed no responsibilityfor that. I located 2 of the bolts from the front engine cover in the skidplate under the truck which I assume is why the oil was continuing to leak after the original repair. When they worked on my truck the 2nd time they used a lot of gasket maker to compensate for the missing bolts and stop the oil leak. I never asked them for free repairs, I only asked that they complete the repairs I had paid for properly.  Even though I provided pictures of the leaks, damaged plastics and bolts I found they continued to deny any responsibility and claimed my truck was old and they never should have taken it in. My truck may be old but I take very good care of it and I thought I was bringing it to a place with integrity I could trust. I am very disappointed in not only the quality of service but their honesty as well. 
  
  Sincerely,
  
  *****************************

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