ComplaintsforSchoner Chevrolet

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was sent to the body shop to get repairs done due to an accident. I was charged over $17,000 for repairs and repairs have been subpar resulting in multiple extra weeks to do the work much longer than it should’ve taken to begin with, multiple trips back and the job still not being done right. Multiple things left loose, issues with the paint, being lied to that I’ve gone over this truck myself and there’s nothing wrong with it, we took it back to the dealer and they gave us the everything is good. The final time I was told it was done, I was given it back, with a check engine light on, the ac not working, multiple items left loose, it clunks it rattles it bounces, other things not working, it didn’t even drive straight. My tail lights were working when it went to the body shop, the first time I left with it(second time I was told it was done) and shortly after, many many issues, and went back with a list of things, for most to be ignored and never addressed. Was left without a vehicle for 4 days after dropping it back off to try and get fixed a 3rd time(4th time to have paint issues addressed) getting told it was done. Being lied to multiple times that they did things that they never actually did, and when I question it the manager gets defensive and dismissive, when I can physically prove they didn’t do what he said they did.. Not to mention the $1000s I was charged for parts that never got replaced or loose and falling off (of they were, they were damaged or over sprayed) some parts don’t even fit my truck or even exist on it. They have caused further damage to other things on my truck. And seen to keep getting more careless, because they kept getting annoyed of having to redo their a half ***** job to begin with. I can attach photos taken in their parking lot before ever leaving of the poor work they got paid far too much for doing, but there’s too many and they are too big that it will allow me

  Business response

  08/08/2024

  Schoner Chevrolet takes matters of this nature extremely seriously.  Customer satisfaction is paramount, and this can easily be seen by the many reviews our customers and peers have provided over the years. 

  In this case, Mr. ***** was in an accident in his 2021 Ford F-150.  The Body Shop was assigned to complete the repairs on this truck.  The repairs were approved, paid for, and managed by Mr. *****’s insurance company, ***** ****.  Mr. *****’s only out of pocket expense was his deductible of $250.
  

  The Body Shop here is a direct repair facility for ***** *****  This means that there are strict standards we must adhere to in order to comply with ***** **** policies and ultimately be paid for the completed work.  ***** **** like all the insurance companies we deal with is involved in a repair all the way through the process.  So much so that ***** **** controls what parts are required or even allowed to be ordered for repair.  The notion that incorrect parts or parts that did not belong on the vehicle were installed or even left off is false.
  

  Mr. *****’s claims of issues with the paint, check engine light on, A/C not working, items left loose, and does not drive straight are also false.  For the paint, we repainted items on this truck simply in an attempt to make the customer happy even when the items did not need to be repainted.  Before returning the truck to Mr. ***** we had a professional scan inspection completed by a trained Ford Technician to ensure all systems were operating as designed.  There was no check engine light, or A/C issue present.  In addition, a complete alignment was performed before returning the truck to Mr. *****.
  

  Lastly, after receiving the complaint from the BBB, we reached out to ***** **** and requested an independent inspection of the truck to ensure that the repairs were completed properly.  ***** **** inspectors reported that all the repairs were completed properly, well within industry standard, and that Mr. *****’s claims were simply untrue.

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Please See Attachments, Unsure of their standards, but at least in the automotive repair Side of the business, which I am part of, is to replace and properly secure any removed fasteners, which complaints of loose items and missing bolts they addressed some but not all of my complaints and issues. They only addressed the easy to see bolts that were missing.
  
  Regards,
  
  **** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩