ComplaintsforBridgewater Chevrolet Inc

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the month of June 2022 I bought a new chevrolet ev 2022 electric vehicle. As soon as I took it out of the dealership two days later I came back because it started having problems today is my third time coming to the workshop in two months and this time they had to send me a crane because the car did not turn off and did not respond to the gears, that is, it did not give retro or drive. I have requested that they please return the money or give me another vehicle but they say they cannot do it but I do not understand why since the vehicle is brand new. They do not know what the problem is with the vehicle because they say that this problem had never happened to them in electric vehicles. I need help please because I would like my money back or to be given another vehicle since it is my means of transportation and I cannot waste any more time and money. They have sent me back home with the vehicle saying that if I get dumped again, call them and they will send a tow truck for me again. But it's not fair because he's supposed to be new and shouldn't go through this. Please help them, they have no idea what's going on with the vehicle, but I'm really afraid of causing an accident if the vehicle doesn't respond again and I stay on the road without the transmission working and I don't want to put my life at risk. I paid approximately 36 thousand dollars for the car, I gave **** down payment and the rest is financed. My english is in a working procces, I speak spanish.

  Business response

  08/15/2022

  ********************* purchased a new 2022 Bolt EV on June 10, 2022.  Here are a list of the service visits:
  
  1)    RO ****** Visit on 06/14/2022 miles in 312. customer states received onstar alert to service lithium ion battery.  tech found several codes and started TAC cas 9-7910396431. tech found coolant reservoir low on coolant, pressure tested and found loss of coolant due to leak from hose that connects to heater.
  
  FIX: tech replaced connector/hose and filled battery coolant system. cleared codes and road tested. recheck and no codes. out miles 323.
  
  
  2)    RO ****** visit on 6/23/22 miles in 809.  customer states high pitch squeaking noise when turning the steering wheel.  Tech scanned and found no codes but did find service bulletin 21-NA-206 which states the intermediate steering shaft making contact with the boot causing noise.
  
  FIX:  tech followed service bulletin repair procedure and lubricated intermediate steering shaft boot. reassembled and rechecked, noise no longer present. out miles 810.
  
  
  3)    RO ****** visit on 8/11/22 miles in *****.  customer states the car will not shut off, the instrument panel went blank and she received a message "battery low" and to "turn on vehicle". customer also stated she was unable to shift the vehicle into reverse or drive (gear stuck in park)
  
  FIX: tech scanned and found no codes. tech confirmed the car starts and shuts off with no issues.  tech tested 12v battery and test passed.  tech researched for any service bulletins in relation to concern and none found. tech checked vehicle software to see if any updates were available, software found to be current and no update available. tech tested charging system and confirmed vehicle connects and charges as designed. tech rechecked and confirmed vehicle starts and shuts off several times with no issues and vehicle shifts into all gears properly. to conclude tech rescanned for codes and none found. advised customer to take video or photo if problem reoccurs. out miles ****.
  
  
  
  As you can see none of the issues are the same or related in any way.  The average customer drives ****** miles per year.  The client put **** miles on the vehicle in 2 months, which is fine BUT it is double of what the average customer drives in 6 months.  Therefore, a customer driving average miles might quite possibly had an issue months later.
  
  The first 2 service visits were very minor.  The vehicles were done in as little as 45 minutes.
  
  The other thing to note is that the 3rd time the car was in the service department our team was unable to duplicate any of the clients complaints.  Therefore, there was no problem.  The car was brought in, checked out and returned to the client in 30 minutes. 
  
  Every time the client is in the service department, we go out of our way to accommodate her.  Loaner vehicles are not a guarantee, but we always make one available.  We are not required to pay for the gas for a client that drives an electric vehicle that has to take a gas vehicle as a loaner, however, we do this for her.
  
  Every car manufacturer has a service department just for these reasons.  They have warranties just for these reasons.  We would not entertain replacing or returning the vehicles the client bought.  She is welcome to contact GM if she feels she needs to. They have a customer assistance line.

   

   

  La Sra. ********* compr un Bolt EV 2022 nuevo el 10 de junio de 2022. Aqu hay una lista de las visitas de servicio:

   

  1) RO ****** Visita el 14/06/2022 millas en 312. Los estados del cliente recibieron una alerta onstar para reparar la batera de iones de litio. tech encontr varios cdigos e inici TAC cas 9-7910396431. El tcnico encontr que el depsito de refrigerante tiene poco refrigerante, prob la presin y encontr prdida de refrigerante debido a una fuga de la manguera que se conecta al calentador.REVISIN: el tcnico reemplaz el conector/manguera y llen el sistema de refrigeracin de la batera. Cdigos borrados y probados en carretera. Vuelva a verificar y no hay cdigos. Salida millas 323.

   

  2) RO ****** visita el 23/6/22 millas en 809. El cliente indica un ruido de chirrido ***** al girar el volante. El tcnico escane y no encontr ningn cdigo, pero s encontr el boletn de servicio 21-NA-206 que indica que el eje de direccin intermedio hace contacto con la bota y causa ruido.REVISIN: el tcnico sigui el procedimiento de reparacin del boletn de servicio y la funda del eje de direccin intermedia lubricada. reensamblado y revisado, el ruido ya no est presente. Fuera millas 810.

   

  3) RO ****** visita el 8/11/22 millas en *****. El cliente dice que el automvil no se apaga, el panel de instrumentos qued en ****** y recibi un mensaje "batera baja" y "encender el vehculo". El cliente tambin dijo que no pudo cambiar el vehculo a reversa o conducir (marcha atascada en el estacionamiento)REVISIN: la tecnologa escane y no encontr cdigos. El tcnico confirm que el auto arranca y se apaga sin problemas. La tecnologa prob la batera de 12v y la prueba pas. tech investig los boletines de servicio en relacin con la preocupacin y no encontr ninguno. El tcnico ***** el software del vehculo para ver si haba actualizaciones disponibles, se encontr que el software estaba actualizado y no haba ninguna actualizacin disponible. sistema de carga probado tcnicamente y el vehculo confirmado se conecta y carga segn lo diseado. El tcnico ***** nuevamente y confirm que el vehculo arranca y se apaga varias veces sin problemas y el vehculo cambia correctamente a todas las marchas. para concluir, la tecnologa volvi a escanear en busca de cdigos y no se encontr ninguno. aconsej al cliente que tome un video o una foto si el problema vuelve a ocurrir. fuera millas ****.Como puede ver, ninguno de los problemas es el mismo o est relacionado de alguna manera. El cliente promedio maneja ****** millas por ao. El cliente recorri **** millas en el vehculo en 2 meses, lo cual est bien PERO es el doble de lo que conduce el cliente promedio en 6 meses. Por lo tanto, es muy posible que un cliente que maneja millas promedio tenga un problema meses despus.

   

  Las primeras 2 visitas de servicio fueron muy menores. Los vehculos se terminaron en tan solo 45 minutos.La otra cosa a tener en cuenta es que ******************* vez que el automvil estuvo en el departamento de servicio, nuestro equipo no pudo duplicar ninguna de las quejas del cliente. Por lo tanto, no hubo problema. El auto fue trado, revisado y devuelto al cliente en ************************************************************ servicio, hacemos todo lo posible para acomodarlo. Los vehculos de prstamo no son una garanta, pero siempre ponemos uno a su disposicin. No estamos obligados a pagar la gasolina de un cliente que conduce un vehculo elctrico que tiene que ***** un vehculo de gasolina como prstamo, sin embargo, lo hacemos por ****.Cada fabricante de automviles tiene un departamento de servicio solo por estas razones. Tienen garantas slo por estas razones. No consideraramos reemplazar o devolver los vehculos que el cliente compr. Puede ponerse en contacto con GM si cree que lo necesita. Tienen una lnea de atencin al cliente.

  Customer response

  08/15/2022

  
  Queja: ******** Rechazo
  
  esta respuesta porque:
  ustedes estn mintiendo, la primera vez el vehculo se qued 3 das con ustedes, tengo la pruebas ya que ustedes me prestaron un vehculo a cambio, adems no son treinta minutos mi espera en la ltima revisin esper aproximadamente 5 horas y ustedes pueden revisar los tiempos a la hora de llegada del vehculo. Adems tengo todos los videos que mostr en el departamento de servicios de cmo el carro no se apagaba y las marchas estaban bloqueadas, a lo que su personal supo responder que no tenan ninguna idea de que es lo qu pasa con el vehculo porque jams les haba pasado eso y no tienen referencia de ese problema. Tengo los videos y ellos no mienten, incluso el seor de la gra **** de apagar el vehculo pero el mismo no responda. Su solucin fue decirme que llame a GM, yo llam y ellos me dijeron que los del concesionario que me vendi el vehculo debe re comprarlo, ya que mgc jams lo ha hecho,. Ahora es la segunda vez que pasa el problema del bloqueo de marchas, ustedes van a esperar a que suceda algn accidente para devolverme el dinero o para cambiarme de vehculo?

  Yo pagu con mis ahorros l entrada que fueron ***** lo dems es financiado. Pero creen que es justo que un carro nuevo tenga este tipo de problemas, por algo acced a comprar un carro nuevo para no tener que estar en el mecnico todo el tiempo. Ahora ustedes dirn tiene garanta. Ok y quien me va a pagar los das que tengo que llevar el carro a su servicio tcnico por fallas que el carro est dando. No es justo para mi como consumidor. 
  
  Saludos,
  
  *****************************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in September of 2020 I gave the dealership a $1,000 deposit for a new car. The car came in last December of 2021. Upon talking with the finance manager I learned the car was now significantly more expensive because of a special fee they were going to charge me. The fee was way above the Manufacturers Suggested Retail Price. When I declined to pay the surcharge, they kept my deposit. I'm now out $1,000. I don't understand how they can tell me the car is going to cost one thing at the outset, and then change their minds, making it more expensive, and then keep my deposit when I didn't agree to the charge.

  Business response

  02/11/2022

  The customer is correct. We do owe him his $1000 deposit back. It was an oversight on our part.  We will cut the check today and fed-ex it to the customer.
  
  Thank you,
  
  *****

  Customer response

  02/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  Thank you so much for you efforts! They made a differece.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

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