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Consumer Complaints

BBB Accredited Business since 10/25/2012

Walker Chevrolet, Inc.

Phone: (615) 591-6000

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
05/06/2014Guarantee / Warranty Issues | Read Complaint Details
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Complaint
On March 21, 2014, I went to AutoZone with a check engine light problem and they told me I should take my car to mechanic to have it repair for an EVAP problem. I went into the Chevrolet Dealership. They ran the diagnostic and they told me that I needed to replace something called a T-Stat. I said that if it needs to get done do it. So they charge me $600 dollars to "repair" my issue. After getting my car back I drove for 2 miles before receiving the check engine light again. I started to head back to have them take another look. On my way back to the dealership I called them because I new it was close to closing time. I asked them if they can do anything and so they put me hold for 15 minutes (at which point I was in their parking lot) after which they got on the phone again and said that they mechanics left 10 minutes ago. They told me to bring it in on Monday, but I was required to return back to my place of residence in another town (I was visiting) and so they said (after I asked if I could) I can take it over to the other dealership over there and that dealer could take care of it. I took it to a dealer where I reside and they told me that the EVAP needed to be replaced. At this point I directed them to the original deal. The original dealer said that they **** pay the diagnostic fee and nothing else and went on to say that they EVAP was not the problem that the car had told them so did not fix it. I asked them how AutoZone can find it but not the people who make the car. Their response was that they dont make the cars they just fix them and if they car doesnt tell them what the problem is then the problem doesnt exist and if I want this problem fixed I have to pay for it. Furthermore, I asked them to explain the charges that they had made and they said their a few typos but the prices are right (including a V8 repair for my V6 car.) After talking with the head Customer Service individual at the location she said that she trust her mechanics (which I can respect) and will not correct something that was not their fault.
Order_Number: XXXXXX

Desired Settlement
As the dealership did not actually fix the existing problem I think I should be reimbursed or the dealership should replace the part that is actually appearing as broken and refund me the difference for the unnecessary charges.

Business Response
Vehicle came in on Friday March 21 for a complaint of "Customer states check engine light coming on driving". We checked the stored codes and found only one code which was P0128. According to GM Service Information DTC P0128 Engine Coolant Temperature (ECT) Below Thermostat Regulating Temperature. We contacted the customer with a quote to replace the thermostat for being slow to respond, coolant system flush due to visible condition, age and mileage. We also suggested a drive belt replacement due to cracks. Total estimate was $550.00+tax and the customer authorized repairs. After the repairs the tech test drove the vehicle for 2 miles to make sure there were no additional faults/codes in system.
Customer was notified at 11:47 a.m. by automated voicemail that his vehicle repairs were complete and was ready to be picked up. At approximately 4:05p.m. The parts manager Mr. ***** ************* answered an incoming call on the service lane from Mr. **** who was stating that the check engine light had come back on. Mr. ************* explained to Mr. **** that service and parts departments closed at 4:00 p.m. and that all technicians were already gone for the weekend. He offered to place Mr. **** in a loaner car and we would check his vehicle again on Monday to see what had failed. Mr. **** explained that he had to return to Knoxville the following day and leaving the vehicle would not work with his schedule. Mr. ************* then told him if he would like to take it to a dealer in Knoxville the parts that we had replaced would be covered by parts warranty. He also told Mr. **** that ****** would cover the cost of diagnosis.
I was contacted by dealership on Monday and was informed that the code they pulled was P0449 which indicates Evaporative Emission (EVAP) Vent Solenoid Control Circuit failure. The dealer had informed Mr. **** even before calling us that these two codes were in no way connected. When Mr. **** called me he stated that the P0449 code was the same one that Auto zone had told him was stored in the system the day before he brought it in for repair. I tried to explain that we see Auto Zone and other parts stores accidently delete codes when they are checking them and that it is very possible that is why we did not see that code stored in the system.
The dealer who was working on the vehicle was not going to charge Mr. **** any diagnosis fee and estimated him the repair only. I did agree for customer satisfaction purposes that I would pay 1/2 of the repair labor of 1 hour because if that code would have been present we would have estimated it on top of the thermostat at the same time.



Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Much of the information provided by the dealer is incorrect. They never offered a loaner car. They never offered to pay for any part of the second service except the diagnosis fee, which they did pay.

Final Business Response
As previously stated, Walker Chevrolet in a good faith effort assisted the customer by paying half of the labor for the needed repairs. We believe that the codes were most likely deleted by an inexperienced associate at the parts store where Mr. **** sought advice prior to bringing his vehicle into Walker Chevrolet. Our experienced technician performing repairs on Mr. ****'s vehicle followed the proper strategy as outlined by GM. With no additional codes stored in the system at the time of service, it would have been unethical for Walker Chevrolet to do any additional repairs. Our Parts Manager, ***** ************** did offer a loaner vehicle to Mr. **** at no additional charge, but we did not know he was returning to Knoxville. Mr. ************* also referred Mr. **** to a Chevy store in Knoxville and advised him that we would pay a diagnosis fee to the Knoxville dealer if they charged him.

We are very sorry for the inconvenience to Mr. ****, but feel like we have been very fair.



Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again the dealership has provided false information. Walker Chevrolet never offered to pay half of the labor for the needed repairs. ***** ************* never offered a loaner vehicle. Mr. ************* also never told me to go to the Chevy store in Knoxville. I requested if I was permitted to go to a Chevy store in Knoxville (not referred) and was told that I could and Walker Chevrolet would take care of the cost. I was not told that Walker Chevrolet would only handle the diagnosis fee.

10/22/2012Problems with Product / Service

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.