Complaints

This profile includes complaints for O'Rielly Chevrolet, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  O'Rielly Chevrolet, Inc.

  6160 E Broadway Blvd Tucson, AZ 85711-4023

  
• 

  O'Rielly Chevrolet, Inc.

  PO Box 12828 Tucson, AZ 85732-2828

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023, I purchased a 2024 Chevrolet Silverado 2500 from Oreilly Chevrolet in Tucson, AZ. On July 2nd the truck began having issues with the electrical system. There was a point in time where the truck had been in the shop for 60 days, and I had it in my possession for 11. The truck was in the shop at least 8 times for the same issue. I have since moved out of state. I brought the truck to the shop here because the same issue that was occurring in AZ, was still happening.
  I brought the truck to the shop in my current state and a code reader machine was hooked up to the truck. There were 11 occurrences in which the main computer lost communication with various other computers within the truck. Including, but not limited to, the original error the truck was having whilst in Arizona. So clearly the issue has not been rectified.
  Mr. Draper of Orielly has been in communication with me, but refuses to address the issue at hand. I was sold a vehicle that has been in the shop an unreasonable amount of times, and the issue persists and clearly was not fixed. I was sold a lemon and it is going unaddressed. I want some accountability for this.

  

  Business Response

  Date: 01/15/2024

  Complainant’s
  supplemental complaint does not appear to raise any new issues or provide any
  new information. Since filing this complaint, he has raised four new issues regarding his vehicle and asserted that his original concern resurfaced during his drive from Arizona to his new home in Georgia, yet he has not brought his vehicle to us or any authorized Chevrolet repair facility to have those issues examined.  We connected Complainant with a Chevrolet dealership in his new hometown so that he could have all five concerns addressed.  However, it has now been more than a month since that appointment was arranged, and it appears that Complainant has been unable to bring his
  vehicle into the Chevrolet dealership to have his concerns addressed.  The next step is for Complainant
  to take his vehicle to a Chevrolet dealership so that his one alleged recurring concern
  and four new concerns can be addressed.  Nothing in Complainant's service history supports his assertion that he purchased a "lemon" vehicle.  And the concerns that he has raised do not support his request for a "refund," especially since he has yet to take his vehicle to a Chevrolet dealership to have four of the five issues addressed even once.  Nothing further can be done to address Complainant's concerns until he brings his vehicle to a Chevrolet dealership to have those concerns addressed.  

  Customer Answer

  Date: 01/16/2024

  The truck went into the shop at the dealership in Georgia that Mr. Draper so graciously set up for me.  I've attached a photo of the found error codes from the vehicle's visit to the dealership in Georgia.  The truck had not been into any shop since the last time it was seen in Tucson, AZ at orielly.  I was told that all the codes were cleared at that time.    

  The service tech in Georgia described the errors as being caused when, "the main computer loses communication with other components." Since the errors weren't active at that moment, they were unsure where to look to try and fix the error(s).  It turns out, the vehicle's main computer lost communication with other components 11 times.  All these codes happened at some point after leaving orielly the last time the truck was there.  Clearly, the issue wasn't fixed.

  The errors have not been fixed which Mr. Draper explained in a previous response, had been fixed by his staff at orielly.  It's readily apparent that not only was the original issue not fixed, but the truck is having several other issues as well.  It's time for something to be done other than kicking the can down the road.  I was sold a lemon.  Fix it.

   

   

  

  Business Response

  Date: 01/19/2024

  This will likely be our last response to Mr. Bonanno's BBB filing.  He continues to misstate facts, misconstrue data, exaggerate (he recently suggested to the Attorney General of the State of Arizona that his vehicle has been in our shop 50 times when in fact it has been here only four times), make false assertions (he recently asserted that we falsify our service records, which is absurd), and has now begun to post Google reviews under fictitious names.  We are not willing to cooperate with anyone who engages in these kinds of duplicitous behaviors.

  Mr. Bonanno clearly does not know how to interpret the technical report that he submitted to your offices.  The report indicates that there are no active electrical failure conditions associated with his vehicle. He fails to report on how the dealership in Georgia addressed his concerns, but the answer is that they found no failure conditions.  The report also lists the history of prior failures and, in that respect, provides clear evidence that, despite his assertions to the contrary, the parking assist module condition that we corrected prior to his departure for Georgia has not recurred.   So, in other words, the report he has attached to his complaint demonstrates that his assertions are inaccurate.

  If Mr. Bonanno continues to believe that his vehicle is not functioning properly, which we don't believe and which the dealership in Georgia apparently doesn't believe either, he should take it back to that dealership, or to a third dealership if he so chooses, so that they can try to understand what issue or issues he believes remain unaddressed.

  At this point, we have nothing further to add to our prior responses.  Should a Chevrolet dealership anywhere, including ours, determine that there are unresolved issues with the vehicle, we would be happy to reengage.

  With best regards, Rob Draper, President and General Manager, O'Rielly Chevrolet

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This whole process started off poorly. I took my car to this Chevy dealer on November 21st 2023. I had an appointment with manny whom I had to wait over an hour after my appointment for and then never got to meet with him. I finally got a call and explained the oil leak and my warranty with ethos group. I told manny to which he also acknowledged that I needed to know if anything wasn’t covered my by warranty. Manny never called me to discuss costs, charges, none of the above. Would tell me he would reach out on Monday and not reach out until Wednesday. Now a month later I get a text telling me that I owe 778 and change. So I call and get no answer or response. I have also tried contacting the manager multiple times (Ray) and left multiple voicemails and I have gotten zero follow up from him. They are saying I owe for .7 hours not covered by warranty because they went over recommended time. They are also trying to charge me 333.00 dollars for “shop supplies” they replaced a head gasket and oil pans. What supplies added up to that amount? It’s just been a poor experience all around. I feel like I’m being squeezed and extorted for a few extra dollars that I don’t have. Which I made clear to manny. I would have decided to take my car elsewhere had I been provided this information prior to repairs. The fact that I had zero information. I still don’t even know what all was done. So hopefully they can settle on this .7 hours and shop supplies so I can pay my deductible and get my car. I hate to leave this but the lack of follow up and explanation/communication is horrible. Once again no information was given to me on costs or anything prior to repairs starting. All I got was a text that said the claim was approved. I also have an entire text thread with manny proving all of this. Now it’s a month later and I’m still having to rent cars and spend a ridiculous amount of money on them just to complete daily functions.

  

  Business Response

  Date: 02/15/2024

  We received this "second notice" of complaint today.  Somehow we missed the first notice, so we will investigate this matter as quickly as possible and submit a response once we have all the facts.  We are not sure how we missed the "first notice" -- perhaps because it came over the Christmas holidays, but that is no excuse -- and will endeavor to provide a substantive response as soon as possible.  With best regards, Rob Draper, President and General Manager

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 1st, 2023, I purchased a 2024 Chevrolet Silverado 2500 from Orielly Chevrolet in Tucson, Arizona. While at the dealership, my wife explained to me that the salesman, Aaron Antes, explained to her, that the truck had been purchased by someone else prior, but he never drove it off the lot. Mr. Antes advised my wife, and I found this out after we’d purchased the truck and left the dealership, that the former buyer realized he, “Couldn’t have the vehicle in California due to their laws on vehicles.” Not sure what that even means. Had I known about the explanation Mr. Antes gave my wife about why the truck was not driven off the lot, I would have dug a little deeper. Based on our experience thus far with this truck, I suspect, but cannot prove, that the first buyer noticed issues with the truck and walked away.
  I asked Mr. Antes if there were any mechanical issues with the truck that were found by the previous buyer. Mr. Antes stated, “I can assure you, there are no mechanical issues with this vehicle.”
  On July 2nd, 2023, an error message popped up on the dash, “Park Assist Blocked See Owner’s Manual”. I went back to the dealership to hopefully have the issue rectified. While waiting to speak with someone, I was standing by the front desk on the sales floor. I asked a woman, who I later identified as Racheal Lomonaco via the Orielly website, what the difference was between the salesmen who wear white shirts and the ones that wear blue. She said, “The ones that wear blue are lazy, don’t give a shit about their appearance, and are too cheap to spend the money to send their shirts to the cleaners.” I was lucky enough to have had a salesman the day prior, who was wearing a blue shirt.
  Eventually, I spoke with David Sorkin, a delivery coordinator. I advised him of the error that was showing up on the dash. He said, “If it continues, bring it back in, and we’ll get it fixed.” The error continued to show up every time I drove the truck.
  On July 7th, 2023 a new error, as well as the original error, showed up on the dash. While driving at 50 mph, an error showed up on the dash that read, “Key Missing Check for Key.” As you could imagine, quite jarring.
  I went back to the dealership on July 7th and tried to speak with Mr. Antes who was not available. I spoke with another delivery coordinator, Sonia Cowan. She initially advised that I wouldn’t be able to get my truck into the shop until July 15th. I explained that was unacceptable as I purchased the truck two days prior and it was already having issues. Ms. Cowan was able to get me an appointment for July 10th with the service department at Orielly. Going forward, the service department at Orielly will be referred to as, “the shop” or the “shop at Orielly”.
  I dropped the truck off at the shop on July 10th. The truck was given back the following day, July 11th.
  The “Key Missing Check for Key” error stopped showing up, but the original error, “Park Assist Blocked See Owner’s Manual” persisted.
  The truck went back into the shop at Orielly on July 17th. The truck was in the shop for 14 days. I picked the truck up on July 31st. The original error persisted.
  The truck went back into the shop on August 2nd. The truck was in the shop for 8 days. I picked up the truck on August 9th. The error persisted and it was back in the shop on August 10th.
  On August 15th, I went to the dealership to pick up the truck. The truck had been at the shop for 5 days. 4 minutes after leaving the dealership lot, the original error popped up on the dash. I brought the truck back to the dealership.
  On September 18th, I got the truck back. The truck had been in the shop for 33 days. To this point, the truck was in the shop for 61 days. It had been in my possession for 18 days.
  On October 27th, the truck went back into the shop. The truck was in the shop for 10 days, and was picked up on November 6th.
  All the above is simply the issues with the truck. Now we can get into the issues with the staff. Specifically, the general sales manager.
  At some point, I cannot recall which day, I spoke with the general sales manager. I explained my concerns regarding the truck. He said to me, “I can’t believe how calm you are about all this. If this were my truck, I’d be pissed! And most likely be yelling about it.” I explained that based on the history thus far, I wanted to explore options on what could be done with the truck. The general sales manager stated that he could not cancel the loan but was willing to start a new loan with an incoming truck.
  At the time, there were no trucks on the lot he could offer me. But there was one in transit that was similar to the truck we had, except it was white. From the start of the buying process, my wife advised me, very clearly, that a white truck was not an option. At this point, we needed a truck that worked, so I said the white truck would be ok. We were also in a crunch because interest rates were beginning to go up. And if we were getting a new truck, we’d have to get a new loan, and a new interest rate. I told the general sales manager I would sign for the truck even though it wasn’t on the lot yet because I trusted Orielly and wanted to give them my business. The general sales manager told me he would get me the documents in the next day or two max. I waited three days and heard nothing.
  On August 8th or 9th, I went to the dealership, after not hearing anything regarding the new deal, and advised the general sales manager that I no longer wanted the new deal we were trying to reach and certainly did not want the truck we currently had. I had spoken with employees at the dealership, including the general sales manager about this truck being a lemon and the associated process, which including paying for mileage on the truck. I explained that since it was clear that Orielly had no interest in making good on their sale of an obviously defective vehicle, it would be best if my truck stayed on Oreilly’s lot while the GM buyback process took place. The sales manager advised that, “If the vehicle stayed on the lot, there would be a repo” on my credit. Not the most helpful suggestion.
  Days later, (not sure of the date) I returned to the general sales manager’s office in a last ditch effort to get the situation sorted out. I saw on the Orielly website that there was a 2024 Chevrolet Silverado 2500 LT (one trim level up from what we had purchased) available for sale. The cost of the LT model was actually lower than what I had paid for my truck. I explained to the general sales manager that if we could make the deal happen, I wouldn’t even pay the lower price for the truck. We could do an even swap and call it good. He told me that there was no possible way that he could do that. He told me that I would have to pay money in order to get into the higher trim level truck. Even though, it cost less than the truck I had purchased about a month prior. I thanked him, and walked out.
  I called my wife and explained the situation to her. She called the general sales manager with questions. He advised that he would get her numbers for what our truck was worth and how much the LT model would be.
  Our original salesman, Mr. Antes, called my wife and said they had a white truck available, which he knew very clearly, that we did not want from when we met on July 1st. Well, had he paid attention I suppose. It was different than the LT trim level truck I had seen on the website. Mr. Antes advised that they would offer us 49k for our truck and we would have to pay some amount in order to get into the white truck. A month prior, the sticker price for the truck I had purchased was $56,305. What a slap in the face. My wife had not nice things to say to Mr. Antes and she hung up.
  This issue could have been rectified at the local level months ago. It is readily apparent that customer service is simply not part of what is offered at Orielly. Furthermore, there is zero accountability at this dealership. It was said to me by Mr. Antes and by the general sales manager, “We don’t put the cars together, we just sell them.” Both said the exact same thing using the same words. Odd.
  Given the opportunity, I would love to speak to the President, Mr. Draper, as I see he replies to almost every one of the complaints on this website.
  
  Thanks.

  

  Business Response

  Date: 12/01/2023

  I appreciate the Complainant taking the time to submit these comments and am sorry that he and has wife have had such a difficult time with their vehicle and have not been satisfied with their experience in our store.  I have investigated this situation thoroughly, as the facts related by the Complainant are lengthy and complicated.  In short, I certainly understand the Complainant's frustration with having to bring the vehicle back several times to have the sensor issues addressed.  In hindsight, our efforts to help Complainant get into a different vehicle only further complicated the process and added to the inconvenience.  It seems to me that the vehicle was likely experiencing two different sensor issues, not just one, which contributed to our failure to get it fixed on the first several attempts.  It is my understanding that both the parking assist sensor and gateway module have now been successfully reprogrammed and that the vehicle is operating properly.  For what it's worth, I don't think the Complainant has quoted our Vehicle Services Director accurately or fairly.  I know her well and am confident that her comments have been misquoted and misconstrued.  In addition, I don't agree that there is zero accountability in our business.  Many people here worked diligently to get these issues resolved, and everyone is being held accountable for our shortcomings.  Again, I apologize to the Complainant that it took us several tries to identify and resolve the sensor and module issues with his vehicle, and I thank the Complainant and his wife for their business.  Robert Draper, President and General Manager, O'Rielly Chevrolet

  

  Business Response

  Date: 12/11/2023

  I spoke with the Complainant on Friday (December 8).  He now lives in Brunswick, GA, so I have put him in touch with a Chevrolet dealership there that is run by an acquaintance of mine.  I have briefed them on the four concerns that Mr. Bonanno raised with me on the phone on Friday (which are different than the sensor and module issues repaired in our shop).  They include:  a "knocking noise" on the
  front left side of the vehicle; slow and rough idle; a “cricket
  noise” in the cab; and "an annoying humming noise" when the defrost fan is
  on High.  I apologized to Mr. Bonanno that he felt I was calling him a liar by suggesting that he may have misquoted an employee of ours.  I think that issue is put to bed.  We will follow this matter and are confident that the Chevrolet store in Brunswick will be able to address these new issues.  With best regards, Rob Draper, President and General Manager, O'Rielly Chevrolet
  

  Customer Answer

  Date: 12/13/2023

  Part of the response from Mr. Draper:

  "I have briefed them on the four concerns that Mr. Bonanno raised with me on the phone on Friday (which are different than the sensor and module issues repaired in our shop)"

  The new issues are IN ADDITION TO the original issue (Park Assist Blocked See Owner’s Manual). That error has showed up 6 times since I left Tucson. Yesterday, the error I've received in the past(key missing no key found), popped up again, while I tried to start the truck, with the keys inside the truck.

  Obviously the original issues are still occurring and new ones have arisen. I had planned on getting the truck into a dealership down here to address all the issues, but haven't been able to, due to conditions out of my control.

  With all that said, and with all due respect, I'm tired of taking a brand new truck into the shop for the same issue and now new issues. That is completely unacceptable. Orielly's service department certainly gave it the old college try, but ultimately the issue(s) have not been fixed. Sometimes vehicles are lemons. Let's call it what it is and take care of a customer. Enough beating around the bush. Obviously "trying" to fix this vehicle isn't work. What's the next step? This has been like a bad breakup.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2015 mustang in may 29th, second day driving it check engine light came on, called the dealer and i let them know, they told me to bring the car they would it fix it, took the car there, spent 2 days and i got the car back, 2 days after driving it, same happened, check engine came back on, called the again, same thing, told me to bring the car, after a few days at their shop they called me and said it was the coils and they already order them we just need to wait to replace them, one week pass by, and i got a call from them saying the car was ready, 2 days after driving it, again chenck engine light came back on, same think, took it back to them and they sent it to Ford, spend a week at ford and went there to check on the car, they told me the car was sent back to Oreilly, and i ask why, they said it needed a new engine and they refused the new engine becouse warranty would not cover it, after i go back to Oreilly they said they refused the new engine becouse they were going to get a used engine, i didnt agree so i told them to cancel the deal we had, they said no, but gave me another choice to get another car from them so i agree and gave them a couple of options of cars i had in mind, week passed by and i called to see what was happening, they just told me to wait, later next week gave them another option form a car they have in stock, they told me that car it has not been inspected yet, that they just got it for a trade in, its been three months now since i took the car for the first time and still nothing, i would like to cancel this deal or get another car, becouse they said to take my car with the engine they got, but i think its not fair for me, becouse the vale of the mustang its not the same with a used engine that we dont even know whats the mileage on it, bought the car with just 43k miles, that i was ok to pay the agreed amount of money for that car, now i dont even know how many miles are on it, value of the car went down.

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my 2018 Ford focus at orielly chevrolet 7 months ago. Its still under warranty. Took it in for service on May 13th 2023 for the A/C. It was blowing hot. *** my service advisor told me it would be $180 for diagnostic. 2 weeks later and I never received a single phone call. I had to call 3 times on May 27th 2023, and was told *** wasn't working that day but my car was ready. I showed up to orielly chevrolet service department and *** was sitting at his desk! He informed me the cost was now over $300 because he put refrigerant in my car without my permission. Also the $180 diagnostic had no information on it whatsoever! I just wanted my car back so I agreed to pay. Upon inspection of my vehicle however, the A/C was still blowing hot and there was ZERO pressure in the A/C line. I returned my vehicle to the service department because I paid for a service and product I NEVER received. Also he refused to refund my money. Then almost 2 months later I get notified my A/C is "fixed" but the car will no longer go into reverse. I highly suspect the service department of deliberately causing the failure of my transmission as it was in their possession for months after trying to scam me! The typical repair time for my A/C is about 1 week, not 2 months. I also have suspicion because *** got me to pay for a service that was never performed on my vehicle and got upset when I called him out for not performing the work. *** told me my car would have to be towed to another dealership to be fixed but I wouldn't have to pay anything. He said it was covered! Now orielly chevrolet is refusing to fix the transmission. I have no clear information from this business. *** never even told me where my car is. I still don't even know where my car is.

  

  Business Response

  Date: 07/17/2023

  We appreciate *** ********* taking the time to submit this complaint and completely understand his frustration with the repairs to his 2018 Ford Focus.  His report raises two issues:  (1) our failure to find the leak in the vehicle's a/c system on the first attempt and (2) our handling of the vehicle's transmission problem.

  With respect to the first issue, I must say that I agree with *** **********  He told us his a/c was blowing hot; we inspected it and added dye (to help us pinpoint any leaks) and added refrigerant.  But before we redelivered his vehicle to him two weeks later, we failed to check again for leaks or to notice that it was blowing hot again.  Clearly those were missteps on our part.  If we had properly identified the leak that first time around, it could have been repaired before he picked it up and could have been charged to his extended service contract.  (The first repair could not be, since we hadn't yet found evidence of a leak.)  *** ********* was charged $304.62 for the first attempted repair, and we later credited him $100 which is the deductible under his extended service contract.  So I think we owe him $204.62.  I've asked our Service Department management team to have a check prepared for *** ********* in the amount of $204.62 and to let him know when it is ready for him to pick up (or to mail to him).  I apologize to *** ********* on behalf of everyone involved here for our failure to handle that issue in a more professional, efficient way and am grateful to him for bringing it to my attention.

  With respect to the second issue, I have two comments:  First, I have great confidence that nobody in our company deliberately caused *** *********** vehicle's transmission to fail, as he suggests.  Neither *** ****** nor anyone else here would have any reason to do so.  *** ****** is a long-time employee of O'Rielly with a solid track record of honest and ethical behavior.  He would have no reason to undertake such a malicious act and probably no ability to do so.  Again, I am confident that this accusation is unfounded.  I'm also quite confident that the transmission problem is unrelated to the a/c repair issue and not caused by our work on the vehicle's a/c system.  I also don't know what to make of *** *********** assertions that he does not know where his vehicle is.  Before sending the vehicle to a local Ford dealership, *** ****** informed *** ********* of his intention to send it there and obtained *** *********** consent.  In addition, we have spoken with the service advisor at the Ford store on several occasions and are aware that *** ********* has also spoken with that service advisor about his vehicle, so clearly he knows where the vehicle is.  Lastly, we did not refuse to repair the vehicle's transmission, as *** ********* asserts; we simply recognized it as a repair that would be best performed by the local Ford dealership.

  Again, I apologize to *** ********* for the poor handling of his a/c repair by our team.  We will let him know when the reimbursement of $204.62 is ready.  And we will endeavor to coordinate the repair of his vehicle's transmission without any further issues.  We welcome any communications from *** ********* or your office.   Thank you very much for coordinating this communication.  With best regards* *** ******, President and General Manager, O'Rielly Chevrolet

  Customer Answer

  Date: 07/21/2023

  Thank you for responding *** ******. I'm glad you stand behind your employees like Ray. But I assure you my assertions are founded. First off I can prove unethical conduct performed by *** and your service department. You admit that dye, as well as refrigerant was added. Yet failed to check for a leak afterwards. According to the Clean Air Act Section 608 prohibits individuals from intentionally venting ODS refrigerants (including CFCs and HCFCs) and their substitutes (such as HFCs), while maintaining, servicing, repairing, or disposing of air- conditioning or refrigeration equipment. I'm shocked your department doesnt have leak detectors to prevent damage to the environment! I have no choice but to report this to the EPA. Also after reading several other google reviews, your statement about *** having a solid track record is untrue. There are several instances of *** being rude and dismissive with other customers. There are also other reviews about transmission failure as well. So there's obviously a pattern of rude/ unethical behavior, and transmission failure. I only purchased this vehicle 7 months ago! I would like orielly chevrolet to supply a list of every time my vehicle was worked on or touched as well as odometer readings in and out. I now know where my car is now thanks to ***** at *** ***** ford. I didnt know where it was until ***** called me! *** just said he would have it towed over to ford. He never said which ford dealership. I know you think *** is PROBABLY not capable of being malicious towards someone's vehicle, but I'm gonna need more than a probably to make me think otherwise.

  

  Business Response

  Date: 07/21/2023

  Thank you for your second submittal.  I agree that we failed to check your vehicle's a/c system for leaks before redelivering it to you.  I have acknowledged that mistake already, and I apologize again for the inconvenience and unnecessary expense it caused you. As mentioned, we will happily reimburse you.  I don't agree, however, that our mistake involves unethical behavior; rather, I consider it to be a human mistake -- poor execution. Certainly nobody in our company intentionally or maliciously decided not to recheck your a/c system for leaks.  

  Your concern about a Clear Air Act violation is interesting, and I'll be interested to see what comes of that.  I don't agree that we intentionally failed to check your system and therefore don't agree that we intentionally released any refrigerants into the atmosphere.  Your theory also seems to raise the possibility that a vehicle owner could be found to have violated the Clean Air Act if he or she operates their motor vehicle knowing that it has a coolant leak.  I've never heard of such a concern or any EPA finding of that sort, against either a consumer or an auto shop.  But please keep us posted on that investigation.  We understand the seriousness of compliance with Federal laws and regulations and will stand ready to address any EPA enforcement action involving our company.

  
  With respect to ***** demeanor or behavior, I understand that you felt he was rude and disrespectful to you, and I am sorry about that.  We have discussed it with him already, as no customer of ours should feel that way about our service. At the same time, I respectfully disagree that *** has exhibited "a pattern of rude/unethical behavior," as you suggest.  If I felt that way, he would not be working for O'Rielly.  *** is a very talented, professional employee who has performed his job well for nearly 18 years. And it is a very difficult job, to be sure -- keeping customers happy and their vehicles in good working order.  Nobody loves getting their vehicle serviced.  *** assists somewhere between 12 and 15 customers per day, so I estimate that over the nearly 18 years that he has worked for O'Rielly, he has assisted somewhere around 67,500 customers.  To say that "several instances" of Google reviews by customers who felt *** was "rude or dismissive" of customers constitutes a "pattern of of rude/unethical behavior" seems unwarranted.  Nobody to my knowledge has accused *** of unethical behavior, and "several instances" of unhappy customers out of more than 67,000 transactions seems like an incredibly successful track record, almost inconceivable.  I believe *** has earned that stellar reputation. Again, I'm sorry you felt mistreated; I am not diminishing or ignoring your concern. But I don't agree that *** has a track record of mistreating customers and certainly not a history of unethical behavior.  Lastly, I remain confident that neither *** nor anyone else here maliciously tampered with your vehicle, and in the absence of any evidence of that whatsoever, I feel that unfounded assertion should be dropped.  We will continue to monitor the progress on your vehicle repair by *** ***** Ford and, as always, I would be happy to respond to any further concerns.  With best regards* *** ******, President and General Manager, O'Rielly Chevrolet

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went here for an oil and had a 10:45 am appointment. Service advisor said to give them a couple hours. No problem I checked about 12:30 pm and my vehicle was still in line where I left it. I called and the person left me on hold so long I was prompted to leave a message, which I did. I noticed about 12:45 pm that my vehicle was moved to a service bay. Finally, about 1:15pm my vehicle was done. I was never quoted a price by the service advisor and the person taking my money, after asking me if I was quoted a price, said "We'll, out prices went up. I asked for a discount for having to wait so long. All they did was charge me for .70 hours of labor instead of a full hour. My final bill was $102.00, which was more than I was expecting and I also expected a discount if at least 25 percent and an apology for the inept inept service. This happened on 2-9-2023

  

  Business Response

  Date: 02/13/2023

  I would like to apologize to the complainant for the fact that it took us 2.5 hours to complete the services on his vehicle rather than the 2 hours that were quoted to him at the time of his appointment.  The service involves not only an oil change but also a tire rotation and a multi-point vehicle inspection, all of which take time, but we should have either completed the job within the quoted two hours or done a better job of estimating the repair time in the first place.  I will gladly honor the complainant's request for a 25% discount on his next oil change and tire rotation.  He can bring a copy of this reply as evidence of approval for the discount.  With respect to complainant's assertion that he "was never quoted a price by the service advisor," based on my research I don't agree with that statement, as his repair file includes a signed repair estimate, dated 2/6/23 at 10:34:33am, approving the total estimated bill of $110.99.  It looks like the actual charges ended up being $102.78, about eight dollars less than what was quoted.  We appreciate the complainant's business and will look forward to applying the requested discount of $25.70 on his next visit.  *** ******, President and General Manager, O'Rielly Chevrolet

• Initial Complaint

  Date:10/31/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was crashed into, on February 26th 2022 and it was in no way my fault. Insurance of the party at fault paid for the repairs and everything for my car to get fixed. I brought my car here to get everything taken care of, here we are almost 9 months later and my car is still not fixed and i'm driving it around with issues still at hand. They do not return my calls, they do not return my messages. The manager is in no way kind or reassuring, he is rude and not understanding at all. I have 4 children I use this car to get around, I want them safe. These people are rude. They do not care. They will not resolve my issues or my cars issues. They took the money from the insurance and cheaply fixed things, and had my car sitting at the shop in the sun deteriorating with no remorse for anyone concerned. My car is still not fixed. I've called and messaged multiple times and haven't heard anything for a month. Absolutely ridiculous.

  

  Business Response

  Date: 11/07/2022

  Hi Ms. ******, Thank you for taking the time to submit this complaint.  I'm sorry to hear you've had issues with your vehicle and the service we've provided.  ****** Carrillo, our body shop manager, will be contacting you to discuss it further, if he hasn't already. It is my understanding that your vehicle was dropped off on 3/9/22 and returned to you on 8/9/22 and that the main reason for the lengthy repair time was our inability to obtain a uniside/quarter panel, which was on backorder.  I also understand that you brought the vehicle back with some additional concerns, including that the dome light was not working and that a tire was damaged.  Apparently your insurance company concluded that the tire damage was not part of the covered claim, which I'm sure was frustrating, and the dome light part is on order, expected to arrive on our around 11/11/22.  If there are any additional outstanding concerns, please be sure to raise them with ****** when you speak with him.  Everyone here is fully committed to getting your vehicle back into the condition it was in prior to your accident.  I will coordinate with ****** to make sure that happens.  With best regards, *** *****r, President and General Manager

  Customer Answer

  Date: 11/08/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18339699, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
   Hello, there are a lot more issues than just what you have stated here in the reply. As far as the check that you guys promised to get back to me, which i have text message reciepts and proof for. They said nothing about insurance paying it, so you guys lied from the start if that is the case. However, don't worry about it, i will take it up with ****** and hopefully he can get it straightened out since no one else has been able to. There are still additional damages that need to get fixed, aside from one item being back ordered, you guys sat there and did nothing with my car for months except for deteriorating the inside by sun rot, and leaving dirty screws and car parts inside for me to have to clean up after you guys as well.