ComplaintsforWashington Chevrolet

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had brought my vehicle to this ***** dealership with an overheating issue, they had charged me to replace the wiring harness insuring. It was the first step in the process to fix the issue. After spending $1000 On my way home that day vehicle overheated again. I had brought it back to the dealership Maintain priority on giving customer satisfaction with my vehicle in a timely manner Two weeks later, they finally took a look at my vehicle They explained that my warranty may not cover The experimental breaking down the motor, they have to get the root of the problem. I called my warranty company. They confirmed that Is incorrect and they fix the motor that will be covered. Back in contact with ***** It has been four months They have not contacted me about what is going on with my vehicle Every time I Contact them They are still working on tearing down the motor My scheduled time The technician working on the vehicle went on Covid leave. In my opinion I understand in a business things happen that can inconvenience the customer but in this regard I feel as if the had no Sympathy or care for me getting my vehicle back in any form of a timely manner. I understand If they were to contact me that they were waiting on parts But in this case, they are lacking The effort to work on my vehicle

  Business response

  10/15/2024

  Hello,

  We have not been able to duplicate the concern *** ***** has had with his 2013 Chevrolet Cruize. He stated after the repair at Washington Chevrolet his vehicle was overheating again. We have test drove the vehicle multiple times and it would never overheat. Spoke with *** ***** a few times about the concern has not been duplicated. *** ***** mother then called us and wanted a price on a reman engine from **************. She declined that repair for engine replacement. She stated for us to tear down the motor to check for a warped head. We have been in the process of tearing down the engine to try and find an issue we have not been able to duplicate. We will hopefully find a concern soon and give *** ***** and option for repair. At the end of the day, we want to take care of the customers vehicle. ********************** will have an answer shortly for *** *****. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was dropped off at Washington Chevrolet for bodywork after I hit a deer. They had my vehicle for 72 days. When I picked it up, after they said it was ready, there were missing parts, parts not put back on, as well as parts that were miss aligned. It's been going on 3 weeks and I have yet to hear back from them about finishing the work. They charged my insurance over $16000, and I'm confident that they were paid for their incomplete and incompetent work.

  Business response

  02/21/2024

  This vehicle was an insurance claim. As per some insurance guide lines we have to use/order various parts from various venders. There were multiple backorder parts needed for this vehicle. Some of the LKQ parts required by the insurance company were unable to be used and a supplement was needed to be approved and oem parts ordered after teardown. As for the missing trim piece. The customer was called for pickup and explained that it was missing and on back order. Its was not an safety issue but a cosmetic part. They could take the vehicle and when it came in we would call and set up a time to come in and we would install it. The part is in but customer has not shown up for installation as of yet.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8-4-23, brought my 2017 Chevrolet Silverado 1500 into their shop for an inspection and to look at my brakes. After waiting, Bryan told me that my vehicle was almost finished the brake repair was under warranty. About 30 minutes later, Dave informed me that my truck was sprayed with oil by one of their mechanics. I asked the see my vehicle. The drivers window was down. So the interior and exterior were both damaged. During this time, I took multiple pictures of the damage and was patient. Dave told me Washington Chevrolet would do whatever it takes to make it right. I left my truck there and received a rental to take home. The following day, 8-5-23, received a phone call from Bryan. He said they cleaned it up and that my truck looked like brand new and was ready to pick up. So, I went in to pick up my truck. After a brief examination, it was obvious that their attempt of cleaning my truck was subpar. There was oil on the exterior of the truck and oil stains to the interior. Bryan was with me and I showed him the damage. He said he was unable to do anything and would have to get approval from a higher up. I took the truck home that day. Monday 8-7-23, I returned my truck to Washington Chevrolet. I talked to tall Tom, the shop manager. Tom would not make eye contact and blew off everything I said to him. So, I had to find a higher up, John and Adrian. Both promised me Washington Chevrolet would make this right. My truck was taken to Russo's Detailing. Wednesday 8-9-23, received a call from John that my truck was looking like brand new. I went to Russo's Detailing. Again was let down and there were obvious oil stains once again. I showed the damage to the owner of Russo's and he said he would personally take care of it. So for the third time, 8-12-23,I receive a call that my truck is looking brand new. Unfortunately, it still had damage on the exterior and interior. They had my truck for over a week and made multiple attempts. My vehicle is still damaged.

  Business response

  08/22/2023

  Dealer Statement of Customer Problem
  As the customer stated, he brought his truck to the dealership to have the state inspection performed and the brake system checked (the complaint was that the brake pedal pulsated when applied).
  We performed the state inspection and found that the rear brakes were at 7/32 and 5/32. Both passed inspection but were getting low, so we provided the customer with an estimate to replace the rear brakes. The customer declined to have the rear brakes repaired at that time. The technician finished completing the state inspection and applied the necessary stickers.
  The technician then started diagnosing the complaint of the brake pedal pulsating. The technician found that the vacuum pump for the brakes had failed and was causing the pulsation. GM has documented this as being a common issue, so they have applied a special warranty policy on certain model year vehicles to cover the cost of replacing the vacuum pump. The technician was in the process of replacing the pump when a technician from the work bay next to him accidentally pulled the trigger on an oil gun and sprayed oil on the left side of the customer's truck. The driver's window was down, so some areas of the interior also got oil on them.
  I, Dave W*****, the Service Manager, went and explained the situation to the customer and took him out to the shop so he could see what had happened. I apologized to the customer and told him that we would get the truck cleaned up at no expense to him.
  Due to this happening late in the afternoon, we offered the customer a rental car to take home so we could have the time to properly clean the truck as needed. I advised the customer that we were also going to cover the charges for the state inspection. The brake issue was covered by GM through the special warranty policy. The customer asked if we could look at the windshield washer reservoir, as he had replaced the pump and now it intermittently leaked at high altitudes. We also told the customer that we would replace the reservoir/pump assembly free of charge.
  The customer then stated, "Since I have you on your heels, I would also like my rear brakes replaced for free as well." I told the customer that the rear brakes had nothing to do with this issue and that we would not replace the rear brakes for free, but would gladly do it at his expense. He said no and stated again that we should do it for free. I again told the customer no on the brakes. The customer then took one of our cars and went home.
  The customer was called the next day and was told that the truck was cleaned and ready.
  When the customer came in, it was evident that when the sunshine hit the interior, it showed areas that were not cleaned to satisfaction. The customer took the truck home for the weekend. We told the customer to bring the truck back on Monday and we would take it to a professional detail shop and have the entire truck detailed.
  The customer was informed of which detail shop it was going to and said it was closer to his home and that he would pick it up there when finished. The detail shop called the customer and said the truck was done and the customer went to pick it up. He was still not satisfied and showed the detail shop where the issues still were present.
  The detail shop went back through and cleaned the exterior, complete interior, and engine bay area.
  I was off work on Monday and Tuesday and returned to work on Wednesday. I then asked my service writer and Operations Manager for an update on the truck and the issue. I was told the truck was still at the detail shop. Later that afternoon, the customer called and was upset that no one had called him to update him on what was going on. I asked the customer to give me 10 minutes and I would get him an answer. The customer then said we vandalized his truck and he should have called the police that day. I explained that we did not vandalize his truck, but rather this was an unfortunate accident and we were doing everything we could to make it right and correct the issue.
  We contacted the detail shop and they said it would be done and brought back to our shop by 4pm that day. I called the customer back and received his voicemail. I left a voicemail message explaining that the truck would be done and back at our shop by 4pm. I waited a short period and called the customer again, still no answer so I left a second voicemail.
  The truck was returned to my shop and I personally inspected the entire truck. I also took pictures of the entire truck, both interior and exterior, and I did not see any issues. The truck was cleaned up as promised and, as the pictures show, there are no stains or other damages caused by the accident.
  The customer returned my call a little later. I informed him that the truck was done and here at our shop. At that time, I told the customer that we had not replaced the washer reservoir assembly yet. I asked him if he still wanted us to do that, or if we could give him the reservoir free of charge and he could do it. The customer said he would leave the truck here and have us replace the reservoir. He again asked and stated that we should replace his rear brakes for free. I again told him that rear brakes have nothing to do with this and that we were not going to give him brakes for free.
  I had a technician remove and replace the washer reservoir assembly as promised. I took the truck back outside and parked it, waiting for the customer to pick it up. The truck was still on our lot as of Friday. When I returned to work on Monday, the truck was gone from our lot.
  As stated, when the truck was returned to us from the detail shop, I inspected it and was very pleased with how it had turned out. I did not see any signs of stains or damage. I have photos to prove this if needed.
  
  David W*****
  Service Manager
  Washington Chevrolet

  Customer response

  08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  I am not satisfied with the results of the efforts of Washington Chevrolet to correct the damage they caused to my vehicle. 
  

  I believe I gave Washington Chevrolet more than enough attempts to correct their mistake. First attempt: Washington Chevrolet “cleaned” the vehicle themselves. First attempt results: The vehicle is still damaged in multiple spots on exterior and interior. Second attempt: Washington Chevrolet takes my vehicle to a “professional detailer”, Russo’s Auto Detailing. Second attempt results: The vehicle is still damaged on exterior and interior. I will admit that some damaged was cleaned. Third attempt: Another attempt by “professional detailer”. Third attempt results: The vehicle still is damaged on the exterior and interior. Also, there is an odor lingering in the vehicle. 
  

  I think that since there was not immediate action that is reason why the damage has not come out. From the time of the incident to time it was take to the “professional detailer” was over 60 hours (Friday afternoon until sometime Monday). Since the damage was their fault and while the vehicle was in their possession, I think their approach should have been more proactive instead of reactive.

  The inspection Dave did was not thorough because there is still damage to the exterior and interior of my vehicle. I am guessing Dave’s inspection was mislead due to the amount of chemicals, cleaning products, and shining products applied by the detailer. I attached a picture of the most obvious oil stain on the drivers side mirror. I have more pictures and videos of the oil damage. I now have more damage to my vehicle from the “professional detailer”. There are visible signs of a swirling motions in multiple areas on the exterior and interior. The swirling damage penetrated through leather, plastic, rubber, and cloth. I can upload more pictures of that damage if needed. I did not as it was not directly their fault, but they are still accountable (the swirling damage would have never happened if it was not for the original damage caused by Washington Chevrolet). It has been a domino effect of damage ever since Washington Chevrolet took possession of my vehicle for basic maintenance/state inspection.

  I received the called on Thursday at 4:30pm therefore I was unable to pick up my vehicle until the Friday. I was unable to keep taking time off of work due to their mistake. When picking up my vehicle, I walked into the shop garage and no one was present. So I went into the waiting room and no one was present in there, even at the receptionist desk. I briefly searched for someone to assist me. I could not find anyone so I had to loudly say “hello” to get someone’s attention.

  Once I received the keys to my vehicle I did a brief inspection of my vehicle and was instantly unsatisfied with the results. I was unsatisfied because there was still exterior and interior damage. At this point, I am extremely displeased with Washington Chevrolet’s entire operation. So I took my vehicle home and started to research my other options.  One was filing the complaint with BBB.

  At this point, I believe the only way to correct the all of the damage cause by Washington Chevrolet is replacing each damaged section. I have only lost time and money from this experience. I am now worried I will lose value to my vehicle as well. It is a garage kept 2017 Chevrolet Silverado. The only time it leaves the garage is for family trips.

  Regards,
  
  **** *****

  Business response

  08/30/2023

  In response to Mr. *****'s latest concern, I can see how the small oil mark on the mirror could have been missed during cleaning, or it could have seeped out of the seam where the mirror head and the plastic bezel meet if the oil had gotten in there. If Mr. ***** is willing to bring the truck back in, we will clean the mirror as needed.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck to Washington Chevrolet to have my headlights aligned and also my state inspection and oil change. They did not align the headlights but just turned them down towards the road at such a steep angle that I cannot drive at night. I called them to have this corrected but they said I would need to wait until next week for them to fix it. I took my truck to a different dealer to have the lights corrected.

  Business response

  02/24/2023

  Mr. customer scheduled an appointment for February 7, 2023 where he came to our dealership to have his headlights aimed down after he lifted his vehicle ,and to have an oil change, state inspection and emission test done.  The service writer documented what the technician preformed on the vehicle.  The headlights were adjusted per customer's request, and the oil change, state inspection and emission test were completed.  Customer called the dealership and stated that the light adjustment was to steep and wanted the lights readjusted.  We stated at the time our schedule was full and would not be able to get him in for that service until the following week and apologized for the inconvenience.  Customer stated that would not fit into his schedule and took the vehicle to another shop to have fixed. We attempted to resolve the situation and feel that reimbursement for taking the vehicle to another shop is not warranted.  Thank you.  

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I added a small lift kit to my truck, so I was concerned with how my headlights may have changed from the original specifications. That is why I made an appointment at the dealership to have my headlights adjusted back to factory specifications not to be "turned down", what ever that means. If I chose to have my headlights "turned down" I would have done that myself. I specifically asked to have the headlights set back to factory specs, (not "turned down") that is why I would like a refund of the charge for "turning down" my headlights. I would also ask that the dealership define what "Turning down" headlights mean, since they have a charge for this service.
  
  Regards,
  
  *** *****

  Business response

  03/06/2023

  The customer came to our dealership and asked to have his lights aimed down because he installed a lift kit on his truck. We performed the service that he asked for.  We tried to schedule a time for him to get them readjusted because he said they are to steep, but he declined.  No where in my response or on the work order does it say "turned down".  Not sure what he is referring to.  Thank you.

  Customer response

  03/06/2023

  Better Business Bureau: The Dealer clearly said in their first response that I asked to have my headlights "Aimed down" not turned down as I quoted. They also responded that they didn't understand what I was referring to. I feel they are splitting hairs. So who would pay a Car dealership to "aim down" headlights on a new vehicle. As I said previously, I asked to have my headlights adjusted back to factory specifications. Anyone can "aim down" headlights, why pay a dealer. This dealership is very unprofessional as their responses to this issue has been. I would still like to know what new car dealership has a charge for "aiming down" headlights, as opposed to setting them back to factory specs. I would like to know if I would also have to ask this dealership to tuque the lug nuts on each of my tires if they were to replace the tires, since that is a factory specification, and it appears that they have a problem doing things to the factory specs.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  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. ↩