ComplaintsforCountryside Chevrolet

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Day incident Happend 06/19/2024 Day I got the truck back with the issue 07/09/2024 I purchased a 2021 Ram 2500 from this dealer and as part of the deal they put my custom aluminum wheels on when I bought it, the same day I purchased the truck the front drivers wheel cam/ fell off causing my truck to be damaged and recked! messing the body of the truck up and ruining my Rims beyond repair. I messaged the dealer and told them what happed and they came and got the truck and fixed the body work on the truck and told me they put new rims on it. 15min before I got to the dealership, the sales person text me and Said, hey just want you to know, we could get you rims so we just put stock rims on. I got to the dealer and sure enough they put stock steel rims on it that are used and damaged. we have tried to get in contact with the owner and have heard nothing from him, the sales guy called us and said they would send us a check for $375. but that will not come even close to replacing the Rims due to the issue that caused by dealer who installed the rims. I'm not asking for a lot! I just want my truck back to how it was when I bought it!! can you help?

  Business response

  07/23/2024

  We have done our best to resolve this issue with the customer.  We did install the customers used aluminum wheels on the truck the day it was purchased, the customer then contacted us that night to let us know what happened and accused us of not installing the wheels on the truck correctly.  We did go back and check video footage in the shop to show that we did in fact install and torque the wheels to spec on all four of the tires, and the truck went almost 400 miles with no issue.  To clarify, these were used aftermarket wheels that were installed at the request of the customer, not wheels that we sold or that had originally come on the truck they purchased.  However, the manager decided that since the truck had just been purchased that we in good faith should help.  We immediately sent a hauler to pick up the truck and leave the customer a newer and lower mileage truck to use as a loaner.  We fixed the body damage, and replaced all 4 wheels and tires on the truck with a set of wheels and tires we had at the store(they were not damaged).  We did search all of our vendors and online to find a replacement wheel for the customers used aftermarket wheel, but with no luck.  We replaced the wheels studs, all 4 of the tires lug nuts, brake pad, and reimbursed the customer for the rotor he brought us.  We also sent the customer back their used aftermarket wheels so that they may be able to find a replacement for it.  The customer then called several days after leaving with the truck and informed us that they wanted to purchase a new upgraded set of wheels for the truck and that they wanted us to pay for those.  The wheels they quoted us were $1,500 brand name wheels($375 each).  The used aftermarket wheels that they originally had were no where near that price, nor were they new, so after speaking with the other managers and owner, they decided that again, in order to resolve this issue, they would send a $375 check to the customer to pay for one of the new wheels they quoted us, since only one of the wheels had been damaged.  We have done all we can do in resolving this issue, which included over $4,000 in repairs and replacement costs. 

  Customer response

  07/23/2024

  Complaint: 22007985
  
  I am rejecting this response because:
  
  Part of the deal in buying the truck was that they would take the custom wheels from our old truck and install them on the new one as part of the purchase deal. After talking to multiple mechanics, we were informed that if indeed the wheel was installed correctly it would not have come off. In talking to our insurance company, they said they would have absolutely given us a check for the cost of the rims or of a replacement for equivalent value, because the rims are discontinued. The set of rims and tires the dealer put on in replacement are indeed damaged and used, we have photos time and date stamped proving it. We also have a police report we can send in as well as multiple texts from the dealer.  This was handled very poorly at best. We only want the truck back to what it was the day we drove off the lot, with wheels equivalent in color and offset. We are not asking for the decreased carfax value of the truck to be made up, or downtime caused to our business, or extra travel and expense to go pick it up a second time. We just want the truck to be the same as what we purchased. At this point, we are not cashing the $375 check until this issue is correctly solved. 
  
  Sincerely,
  
  *************************

  Business response

  08/01/2024

  We want to be clear here, we work with insurance companies daily and we are sure that they would not have paid out to upgrade the customer to a brand new set of higher priced wheels from what they had previously.  We matched the customers used wheels with used wheels plus a replacement check of $375.   As far as downtime and extra travel expense, we immediately provided the customer(less than 24 hours later) with a newer and lower mileage loaner truck that was delivered and at no cost to them.  We also offered to deliver the customers truck BACK to them at no cost, and they chose to pick the vehicle up.  We can provide the texts from the salesperson showing this.  We have absorbed the entire costs of repairs and replacements in this situation.  The customers used discontinued wheels did not have a $1500 value, however, if they truly believe that it is fair that we upgrade them from what they had in order to end this situation the owner has decided to send a check for $1125 to resolve the issue.

  Customer response

  08/02/2024

  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.
  We appreciate the dealerships willingness to restoring the truck to how it was the day we purchased it.
  Sincerely,
  
  *************************

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