ComplaintsforSmith Chevrolet Cadillac Ltd

• Initial Complaint

  14/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2020 I bought in good faith a brand new ***** **** ***** ****** from smith Chev in Kamloops. The battery has been an issue ever since. As there is a full call back on car due to extreme chance of battery Fire. They have not honoured the call back. I can not drive the car to work because my work place has a policy to not let ***** ***** on there property unless battery issue has been solved. ( replaced ). My ***** **** has been sitting in my yard since august of 2021. I have insurance on it. But do not drive it. There is only 10,000 k on the car. I told smith Chev Kamloops I needed something done in October 2021. Talked to a finance guy named Dave. He said they would get back to me asap to solve issue weather it be change battery or return my money. I have heard nothing. Now when I call. I get told dave is not avalable. The car still sits. Has cost me about $20,000 in down payment and $699 a month I have paid on it since I bought it. Going on 17 payments now plus the $5000 I put down on it. Please help. ****** ******** is my name. My number is 7787897881. Thanks

  Business response

  17/01/2022

      Good Afternoon!

   

      I'm writing to respond to the complaint received late last week.

   

      My name is Anthony M******* and I'm one of the Dealer Principals here at Smith Chevrolet Cadillac Ltd.

      After reviewing the complaint I just want to apologize for this situation.  We do not like to see issues like this take place at anytime.  

   

     I have also read the notice sent by General Motors to you dated Nov 19th 2021.   As it states we will need you to please call our Service Department to book an appointment to have the advanced diagnostic software package installed on on your 2019 vehicle.  

     As stated this is to remove parking and charging limitations while GM works on building replacement battery modules.  This software will automatically limit your vehicle's maximum state of charge to 80% which will allow you to safely resume.  Charging indoors       overnight, parking indoors after charging as well.  Plus it will deplete your vehicle's battery below 113km (70 miles), resulting in greater overall vehicle range compared to GM's prior interim charging guidance.

   

     This software also contains new diagnostics designed to detect specific abnormalities that might indicate a rare battery issue in your vehicle.  This service should take approx 1-3 hours to complete.  

   

      I do understand there have been other recalls and they have been completed, but once this procedure is complete there is no reason why this vehicle can't be driven until as it is stated in the notice, the replacement battery modules have been sent to us for             installation.

   

     Thank you for your understanding in this matter,

   

      Anthony M*******

      Dealer Principal

   

• Initial Complaint

  05/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Truck was just out of warranty. Had a valve issue. An issue that is well known to GM (I have documentation as such). We told them we know this was a reoccurring issue and advised that the best option would be to trade it in. They said let us fix it. Smith charged us 3000 to repair. Called us, told us it was fixed. Went to pick the truck up, truck not fixed. They pulled it back in for a few minutes and determined it was same problem. Different valve. Offered us a “discounted” rate 2000 to fix. After we had just spent 3000 to fix nothing. At that point we wanted trade in. Selected a new truck. Told them we’d be back at 7am the next morning to purchase. Sales told us come at 9. We were there at 8:45. The truck we wanted sold, in front of us to other people. Our salesman was not yet in. He then tried to sell us a truck way out of our price range and told us there were no trucks we actually wanted in BC. I shopped around. Found a new truck at another dealership.

  Business response

  19/08/2021

      August 19th 2021

   According to my Service Advisor Stacy I'm told the customer brought in for a light on the dash.  The intent was to fix the issue in order to sell the truck.

   We reviewed the problem and determined that the cause was a low cylinder in #7 with no compression as well as a lifters.  Also the Active Fuel Management Manifold   needed replacing which is like the brains of the engine.  The quote was for approx $3000.00 in total. We  always guranteed the workmanship that we do on all of our   repairs.

   Upon completing the repair we also discovered a miss in the engine which was not exhibiting itself until the initial repair had been complete.  This miss was determined   to be on cylinder #6.  When the dealership determined the cost of repairing this cylinder it turned out to be an additional $2000.00.  

   In the meantime, the customer had been talking with one of our Sales Team members about a possible vehicle.  Unfortunately, due to Covid new trucks have been   challenging to get and they have been selling as quickly as they arrive.  Inventory has been affected greatly.  Apparently we showed the customer a truck that was much   more than what they wanted and they set up to come back the next day to see another one that we had in stock.  When they arrived another customer had been looking   at it as well and decided to buy the truck.  This is always difficult when situations like this happen. 

   We tried to work out with the customer a solution in trying our best to find another vehicle, but with that problem arising along with the 2nd engine repair needing to be   done the customer was wild and impossible to talk to or work with, and would not give us a chance to get things worked out. 

  Sincerely,

  Anthony M*******

  Dealer Principal

   

   

  Customer response

  20/08/2021

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Thank you for your response regarding this matter. ***** *** **** ******** ** ****** *** ***** ******* **** *** ******** *** ***** *** ******* ** *** ******* ******** **** **** ******* *** ***** **** **** ****** ** ** ********* ******** *********  

  I would however, for your records, like to respond to Smith’s latest response. To describe us as being “wild” is a pathetic attempt to shift blame for their failure to provide us with any reasonable assistance. At no time did my husband and I ever so much as raise our voices, or do anything remotely “wild”.  We simply refused to sign over the title to the broken truck to them and insisted they find us one in our price range. When we refused to purchase the very expensive truck we were ignored. When I discovered multiple trucks within our price range, within BC, I called the sales person we had been dealing with at Smith and asked him to make arrangements to get us one of these more affordable trucks. His response was something along the lines of “don’t look at other dealerships”, just deal with me. When he still did not provide us with reasonable options, I took it upon myself to make arrangements with other dealerships to take our truck, as a trade in, sight unseen, based on the description of the problem.Multiple dealerships I called, were familiar with the problem and were shocked that Smith was trying to take more money to fix it. 

  On a final note, Smith claims we came in with a dash light engine warning. This was not the case. When we towed it to Smith, the truck had already been assessed at Integra Tire. We new the problem and communicated this to the service department upon arrival. We were quoted at 3000 to fix said problem. The fact that they were able to determine the additional repair would cost us 2000 within 15 minutes of us paying the original 3000 tells me they called us to pick it up, already knowing there was more to be done.  Essentially, they put the truck back together knowing there was still a problem. 

  ** ** ********** *** ******* **** ********** *** **** ** **** **** **** *** ****** ***** ********* ********* ** ** ** *** ** ** ******** *** ********* ********** ****** ********** ******* ******* ** ****** **** ********** *** ********* ** **** *********** 

  ** ** ************* ** **** **** ****** ****** *** * *** **** ******* *** **** *********** ****** **** **** ***** ********* *** 

  I sincerely hope that this response reaches Smith Chevrolet. Perhaps some reflection of character is in order here. 

  Thank you for taking the time to address this matter. 

  Kindly,

  ****** *** ***** *******

  
  

  
  
  Sincerely,
  ****** *******

• Initial Complaint

  31/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ALL I WANT IS TO STOP RECEIVING PROMO MAIL FROM THIS DEALERSHIP. I HAVE REQUESTED THIS TWICE VIA EMAIL, ONCE OVER THE PHONE AND THREE WEEKS AGO IN PERSON AT THE DEALERSHIP WITH THE RECEPTIONIST. NOTHING HAS WORKED. NOT A HARD SOLUTION........JUST TAKE MY NAME OFF THEIR DEALERSHIP CONTACT LIST PLEASE.

  Business response

  17/06/2021

  Good Morning!

   

  I’m responding to a complaint from Mr. *** ******* in regards to receiving promo mail from our Dealership.  I understand there has been a request via email as well as over the phone and also in person.  Apparently Mr. ******* feels it has not worked.

   

  I want to firstly apologize for this situation.  Secondly, I went into our system and noticed that we had already stopped any material from arriving from Smith Chevrolet Cadillac Ltd some time ago when requested..  We also made contact with ******* ****** ** ****** once again and made sure that they no longer will send any material to Mr. *******.  Unfortunately, sometimes these things happen and we can’t always control them.

   

  We have done everything we can to ensure this does not happen again.  Hopefully, the problem is solved.

   

  We appreciate your patience in this regard,

   

  Sincerely,

   

  Anthony M*******

  Dealer Principal

  Customer response

  25/06/2021

  
  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.
  
  Sincerely,
  
  *** *******

*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. ↩