ComplaintsforPhillips Chevrolet of Frankfort

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Bought car June 2023 (USED CAR)- Called after a week of having the car stating the issue - Car was serviced multiple times throughout the year and into 2024 - Transmission was taken apart and torc converter was ***laced - however issue was not fixed - Involved GM into the issue - General Manager contacted me back 8/12 and called me with an attitude and no desire to help. Completely blew me off and told me that the other dealership only took my transmission apart because they get paid to do that. _ After that call I have been trying to get back in contact with the *** of my case at GM and she has not gotten back to me since. _ All I am looking for is help/guidance. I would not be consistently bringing my car in for maintenance for fun.. I understand the business is going to turn their heads because I bought the extended warranty and I am not paying for the issue to be fixed out of pocket, but that is unacceptable. My family and I have used this dealership previously for many cars.. I drive my child around in this car that was labeled unsafe by their service advisor and yet the general manager is telling me nothing is wrong.

  

  Business response

  08/14/2024

  We would like to extend our apologies for the issues ****************** is experiencing.  We were notified on July 23, 2024 that she was experiencing problems with the transmission and that another dealer attempted a repair but she was still experiencing the concern.  I did reach out to ******************* to arrange to come in and test drive with her to experience her condition.  On July 29, 2024 ****************** did come in so we can scan for transmission concerns and test drive with her.  There were no transmission failure codes stored in system.  On the test drive ******************* did drive and I did not feel any abnormal shifting.  We did switch so I could drive and did not experience anything abnormal.  She did take the vehicle home that evening and I explained I would check for any service bulletins that may relate to her concern and I could get back to her.  I did talk to ******************* on or about August 05, 2024 stating I did not find any other information that would pertain to her concern and did invite her back in to leave vehicle with us so we could perform a more extensive test drive. She did decline stating she was going to talk to GM customer assistance.   Her case number with GM is 9-13297300041.   ************************* the General Sales Manager did reach out to ******************* to offer to trade her out of the vehicle.  We would gladly process any warranty claim however there is no coverage without duplicating a concern or confirming a failed component.  Sincerely, ************************* Fixed Operations Director 

  Customer response

  08/22/2024

   
  Complaint: 22141744
  
  I am rejecting this response because: 

  I just received an email stating I had no response to the dealership's response, however I wasn't notified when they responded. Not sure if I was supposed to be informed. 

  
  

  Regarding their response, after I brought my car in for the test drive I was told repeatedly that nothing was wrong with it. After explaining that there is something wrong with it and they could keep it however long they needed to in order to find the issue they could, I would have just needed a loaner car as I have called off work enough times to have this car serviced and nothing has been fixed. 

  
  

  After ***** called me and was EXTREMELY unprofessional and rude to me (as an on going customer). He stated he wasn't going to give me the full amount I owe on my car for the trade. I told him that is where I am stuck because I am not rolling over money onto another car because this one hasn't worked properly in the first place. I brought this car to them immediately after I got it once I felt the problem. 

  
  

  This specific dealership refuses to help with this issue because I purchased the extended warranty and am not physically paying them out of pocket. When I explained to ***** over the phone that if nothing was wrong with the car, why did the other dealership drop my transmission and take it apart. He told me "Some dealerships get paid to do that".  ***** had a nasty attitude with me the second I picked up the phone call. 

  
  

  As I stated before, I am not doing this for the fun of constantly wanting my car in the service department. I am also not looking to get some $200K car off of their lot. If it were up to me I'd love to give them this vehicle back and never purchase from them again and make sure no one in my surrounding contacts does either. 

  They have done NOTHING to actually help, other than push me away and continuously tell me nothing is wrong when something is CLEARLY wrong with the car and has been since Day 1. 

  
  

  This is absolutely ridiculous that these dealerships or lack there of get away with scamming customers that spend thousands of dollars there repeatedly. 

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

  

  Business response

  08/26/2024

  As stated in previous response, we have not verified any abnormal conditions with the vehicle both by scanning and test driving. ******************* was offered a rental while we test drive vehicle and check further in attempt to verify a failure but refused to bring vehicle back.   In the event we verify a concern we may be able to extend the rental coverage while servicing.  We follow strategic diagnostic procedures and do not make any diagnostic or repair decisions based on who is paying the bill.  We are not refusing any repair or diagnostics due to the warranty coverage on ********************* vehicle.  We are happy to honor the warranty but they will not assist in any cost of repairs without a verified failure. 
  
  We do apologize if the conversation with ***** was taken as unprofessional and rude.  We will address that internally.  What has been stated is options for trading in the vehicle.  The current market value would be a factor in what is owed on the vehicle and the value on trading in. 
  
  If ******************* would like to check the vehicle in with the service department we would be happy to provide a rental at no charge while we test drive and run additional testing in attempt to verify a failure.  We will also waive the diagnostic charge in the event we do not have a warranty claim to submit.

  Customer response

  08/27/2024

   
  Complaint: 22141744
  
  I am rejecting this response because: Please note that the rental was offered to me ONCE the dealership had one to give. I was told and I quote "we unfortunately did not receive any rentals back today and we have none on the lot". That is when I stated that in order for my car to be further looked into, I would need a rental. I was then told once the dealership received any rentals back, we could schedule a day for the car to come in for service. 
  
  I never once received a call back, and when I called to check in on any information no one knew anything regarding my situation, and someone was going to give me a call back and never did. 
  
  At this point this is getting ridiculous. I've gone back and forth CONSTANTLY, and I have wanted nothing but my car to be fixed PROPERLY the first time it was brought to the original dealership. But because the problem didn't jump out at anyone's face, it was pushed off. Again, aside from the fact that the car has a warranty and I'm not physically paying thousands of dollars for it to be fixed and looked at properly, we decide to blow a REOCCURING customer off. 
  Understanding their trade in "offer" is based on the market, however this car should have NEVER been placed on the website to be sold. 
  As stated before, this was one of the many problems this car has. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/28/2024

  ******************* was contacted on August 5, 2024.  She was offered a rental car.  She did refuse to bring the vehicle in and take rental car stating she was going to contact General Motors.  She was instructed that she can contact us if she changes her mind.  As stated in previous response, we follow strategic diagnostic procedures and do not make any diagnostic or repair decisions based on who is paying the bill.  There were no abnormal issues that could be duplicated on the test drive we had with her to start a billable claim with the warranty.  We are still offering to look at the vehicle again and do a more extended test drive to see if we can duplicate any abnormal concerns.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Its time to get an emissions test for my car and the overall result rejected. It needs maintenance done so I got an vehicle inspection report on my car. There are five system monitors that states its not ready. There are three system monitors that states not supported. Now when its time to drive I press on the gas and it stalls and hesitate. I was at a light and the car shut down on me. I didnt get any warnings no lights popped on. I had to get a jump and it started. I Made an appointment for a battery replacement.Got the battery replaced. Service for some reason never communicate with me while Im there and I always feel uncomfortable for some reason. When the battery was replaced I asked is everything okay with the car other than the battery being replaced? He stated everything with the car is good. that was it he never told me any information on the Battery such as is it A warranty on the battery? I checked the receipt I see comments he put on the receipt which stated it needs a few maintenance done. The throttle body service,engine air filter,cabinet filter needs done. I called again and spoke with service about the comments on the receipt which is the same maintenance needed done a year ago.He stated no Ms **** everything is okay you will need that done for your next oil change. Just to get home to look for my other receipts. I got a receipt from 07/25/2023 which the comments states on that receipt I needed that same maintenance work done a year ago WHEN I WAS UNDER THIER FACTORY WARRANTY I SEE ON THE RECEIPT SERVICE PUT I DECLINED THE SERVICES WHICH IS A LIE NONE OF THIS MAINTENANCE WORK WAS BROUGHT TO MY ATTENTION IPAY MY CAR NOTE FAITHFULLY NEVER MISSED A DATE SO WHY WOULDNT I WANT TO KEEP UP WITH MAINTENANCE THIS IS HOW I EARN MY MONEY FOR MYSELF AND IT MAKES NO SENSE FOR ME TO JUST COME AND GET AN OIL CHANGE AND NOT MAKE SURE OTHER MAINTENANCE IS UPDATED I SPOKE WITH TWO MANAGERS TOLD THEM ALL THE ISSUES IM HAVING AND STILL WASNT ACCOMMODATED

  

  Business response

  06/11/2024

  We sincerely apologize for any poor communication that *** have occurred between Phillips Chevrolet and Ms. ************** 6.5.24 Ms. **** was in for battery replacement as stated.Battery was quoted and replaced as requested. Recommendations for other services are presented in writing on invoices. These services are suggested as future services not related to Ms. **** primary visit.  Ms. **** did pay for service completed on 6.5.24.
  
  When a battery is replaced it clears codes and monitors. Ms.**** was advised that she would need to drive vehicle for at least one tank of fuel before retaking the emission test to have the monitors perform their self test.  Ms. **** contacted Phillips Chevrolet by phone on or about 6.6.24 stating she did not pass the emission test.  She did not drive the vehicle for at least one full tank of fuel as suggested.  A reject comes when you test without the monitors set.  Monitors are set by normal drive cycles and all systems functioning as designed.  At that time Ms. **** was advised she will need to drive the vehicle for an amount of time to have vehicle perform all monitor tests.  She was upset with that answer.  Ms. **** did arrive at dealership on 6.7.24 with emission test slip showing the results. She was advised again that she needs to drive vehicle for computer monitors to reset.
  
  We would be happy to have Ms. **** communicate directly with the service manager for future services to be certain there is a clear line of communication both verbally and in writing.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealer charged me a ******************************************************************************************************************************************************************** a down payment for something I was already financed for an also I was asked if I had insurance an I used my own insurance

  

  Business response

  06/13/2023

  To Whom It May **************************** be advised that our office represents Phillips Chevrolet in relation to this complaint. This email serves as Phillips Chevrolets response.
   
  We have reviewed the file and ****************** complaint. **************** called Phillips Chevrolet in Frankfort, ** on 4/11/2022 stating that he had a **** Saab trade-in and $1,000 cash down. He then purchased a used, 2020 Chevrolet Malibu on 4/12/2022. The customer was approved for financing through *********** Auto Finance. Under ***********s financing, **************** agreed to 72 months of payments at $506.09 a month, and $1,000 cash on delivery of the vehicle (cash down) which is indicated in the car sales paperwork and signed by the customer. Even when a customer is approved for financing through a bank, cash down is standard practice as it reduces their principal. The car was delivered on 4/12/2022. As to ****************** vague mention of insurance, Phillips does not offer comprehensive insurance.  Although he may have been offered maintenance wear and tear insurance, the customer did not choose to purchase it, and represented that he had his own insurance coverage. It is Phillips position that there has been no misconduct by Phillips Chevrolet in this transaction. Further, Phillips has no information as to what condition the vehicle is in, how much is currently owed on it, what it is currently worth, or even whether **************** still has possession of the vehicle. As such, Phillips is not currently entertaining offering **************** anything to resolve this complaint.
   
   
  Regards,
   
  **********************************

  Customer response

  06/13/2023

   
  Complaint: 20146503
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle in May of 2018 from Phillips ***** in Frankfort. I also paid cash for an after market warranty for the interior car protectant from the Protector. When I tried to file a claim this year, I was given the run around from ************* staff about obtaining the warranty. It literally took them 5 months just to mail me the warranty paper. I did my claim to only fine it was denied because ******************** gave me an exterior warranty! At this point I just want my money back from my warranty. This is a scam that you guys shouldnt try to sale

  

  Business response

  11/30/2021

  We spoke to ******************** and she made an appointment for us inspect to work out a resolution. If you require any further information. please feel free to contact *** Kachinsky at ************ 395 or ***************************************** Thank you!

   

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