ComplaintsforGhent Motor Co

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was at the declar for 3 month after I dropped it off on the 9th of october 2023 and was supposed to be ready on the 20th of october because they were waiting for a part but none of that car wasn't ready till the 12th of january we made a payment arrangement with **** but when we took the rental to exchange for the car they tried to kidnap my child by moving rental with her in it and redused to work with the arrangement made .... on january 15 the check engine light came back on we took car back since it is under warranty they refused to service vehicle untill I change my review ***********.... which is my right

  

  Business response

  03/09/2024

  After review, we believe the guest has received ample support in regards to this matter.  In fact, we incurred a cost of $1,023.80 that was owed by the guest but never collected.  Please see the attached document.  The guest refused to pay the $1,261.16 owed for the repairs and proceeded to cause a scene at the store. We then received a call from a relative of the guest threating to harm the store.  Understanding the situation at hand, we felt our best option was to collect what we could and let the guest take the vehicle.  The amount we were able to collect was $237.36 which falls significantly short of the bill.  The guest states that payment arrangements were made.  This statement is misleading.  We will allow for a guest to make payments on a bill, however we will not release the vehicle until payment is collected in full.  This is standard practice.  After this was again explained to the guest they demanded we leave them in the rental until they have the ability to pay in full.  At the time the rental vehicle was in our service drive.  We under no circumstance tried to kidnap your child and the accusation is completely fabricated.  When a rental has returned to the store for any reason it is standard practice for our advisors to check the miles incurred.  This is so we can document correct millage on our vehicles.  That is the sole reason our advisor opened the driver door, was to check the millage.  The vehicle was never moved and we have multiple witness that corroborated the incident.  After diagnoses in October it was determined that we needed to order specific parts for the vehicle.  We have no control over part availability and timing.  Please refer to the second attached document.  This is correspondence between the service advisor and parts department.  As you will see the part had been delayed and backordered on multiple occasions.  This however is not due to a lack of follow up on our end.  We strive to complete repairs in a timely manor but due to part availability this repair took more time than initially anticipate.  Since we have not been paid for the original repair order we are uncapable of servicing the vehicle any further at this time. That decision has nothing to do with a review left by the guest.  We hope this enlightens more culpability on the guest than has been shared on their behalf. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my **** ***** Trailblazer to Ghent Chevrolet for service for a check engine light and air conditioner that wasn't blowing on half of the vehicle. Scheduled an "appointment" for 9/21/23 at 11:30 as this was a dated that would work for out family to be without a vehicle for two days if needed. Was told when took the vehicle in that it wouldn't be able to be looked at until Monday but that if we took it off of the lot that we would have to start over in the que. Left the vehicle there and to be looked at on Monday, 9/25, for the diagnostics and was expecting a call with estimate for repairs. Was called at 4 pm on Monday, 9/25 and told that they would need to have the vehicle for another couple of days before diagnostics could be run on it. When asked about compensation for this inconvenience of being without a vehicle for 7 days, was told that "sometime this happens. That there were multiple people in front of us." Yet we had to schedule an appointment for it to be looked at and now are going to be without a vehicle for 7+ days while they run diagnostics on day 7 and then how ever long it takes for the repairs. What is the point of an APPOINTMENT when the diagnostics aren't even going to be run that day. This is the fourth time that we have had this same issue, we schedule an appointment and then have to leave the vehicle for 3-4 days. Can't even make any arrangements to offer us a rental vehicle as "they just sent their last one out the door 25 minutes before." There needs to be something changed about this service process. If you are having trouble keeping up with appointments, don't make appointments! There needs to be some sort of compensation for being without a vehicle for 7 days before even diagnostics are run! It is different if you were waiting for a part for the vehicle. Plus, when returning a phone call about diagnostics not being run yet, was told that they had just talked to someone about this vehicle but couldn't tell me who they had talked to.

  

  Business response

  09/26/2023

  Thank you for bringing this to my attention. I will look into this promptly. Thank you, *****************-Executive Manager 

  Customer response

  09/26/2023

  Complaint: 20655884
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

   

  Still waiting for diagnostics on my vehicle 

  Customer response

  09/30/2023

  As of Friday, 9/29, I am still without a vehicle. The diagnostics were performed on Wednesday and the services were approved. I let Ghent know that I didn't feel like I should have to pay for the diagnostic fees as it took them a week past my appointment to get the diagnostics performed. I was told on Wednesday that they didn't have the part for the air conditioner and that it would take a while with the strike but they would do the engine services as they had the parts for this and that it would be ************** afternoon. Then we could pick it up and bring it back for the ** service when the part came in. Friday afternoon came and I texted them at noon to check the status of my vehicle. After 2 hours with no response, I called to be told that they didn't include the ignition coil in the quoted price but they would take of it but they had to order this part. They again don't know how long this will take with the strike and that I can either leave the vehicle with them or take it with the service engine light on. Why would I take a vehicle that has engine problems off of the lot just to have something else go wrong and be told that it wasn't there when I took the vehicle off the lot!?! They are not understanding that with a busy family with two parents working 7-7 most days and two kids that are involved in marching band, sports, and other school related activities that it is required that we have three vehicles. We need a rental car for the duration of this service at their expense! You can't tell me that on a 21 year old vehicle that there aren't these parts some where in the county that they can get soon!

  

  Business response

  10/04/2023

  Thank you for your correspondence, we are doing our best to navigate the *** Strike against GM. We are experiencing Vehicle and Parts Shortage beyond our control. Thank you for your patience and understanding through this time. We are optimistic that the *** and GM will resolve things quickly. We are working every avenue to try and fix your vehicle. Please feel free to reach out if you have any questions or concerns. Thank you, ******************   

  Customer response

  10/04/2023

  Complaint: 20655884
  
  I am rejecting this response because:

  I have been without a vehicle for 2 weeks now! I find it hard to believe that there are no parts in the country other than at the ** factory! I also haven't heard back from anyone about the loaner vehicle that was promised.  You need to look harder for parts! The communication is also lacking. Unless I contact the service department, we hear nothing about the attempts for repairs to our vehicle.

  Regards,

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

  

  Business response

  10/18/2023

  Vehicle Repairs Completed as of 10/06/23, guest picked up vehicle and we discounted Repair Order for the inconvenience. General Motors is still experiencing a UAW strike, which is affecting parts availability. Especially on vehicles that are 20 years old or older, we apologize for any inconvenience this may have caused.  Thank you for your patience and understanding,

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2018 Chevy Suburban to Ghent Collision Repair on February 22nd, 2023 to have damages repaired from getting rear-ended on January 12th. Fred Loya Insurance had already provided an initial check that we signed over to Ghent when we dropped off the vehicle. Ghent requested a supplemental check from Fred Loya in the amount of $3,442.28 which was approved by Fred Loya on April 6th. Ghent asked for another supplemental check in the amount of $2,569.36 which Fred Loya approved on April 12th. My husband and I repeatedly called Ghent Collision department to try and get updates on my vehicle. No one would answer the phone or return voicemails. We had to physically go in to speak with someone. Tim said Fred Loya was the problem and they are a difficult insurance company to deal with. They had no information on when our vehicle would be worked on and always said they were waiting on a supplemental check. I now called weekly to try and get an update. One of the administrative ladies told me they had all of the supplemental checks at some point in April and that they were waiting on parts to arrive. She said it would probably take two weeks to get the parts and have my car back to me. When I called back two weeks later they told me they found more damage and were waiting on another supplemental check. They said they never told me they had ordered parts and would have my car ready. Turns out they had not even ordered parts yet. Fred Loya approved a supplemental check for $38.61 on May 24th. My husband went in to Ghent again the last week on May because they again would not answer the phone. They said they had gotten all the checks and our vehicle would be the next to get worked on. Fast forward to June 23rd and my vehicle is still sitting in the lot wrapped in plastic. They say they have found more damage and are waiting on another check from Fred Loya. We called Fred Loya and no such supplemental check has been requested. Four months and nothing has been done!!

  

  Business response

  07/03/2023

  Thank you for bringing this to my attention, I will look into this promptly and reach out directly. Thank you, Tim Ervin Executive Manager Ghent Chevrolet Cadillac

  Customer response

  07/06/2023

  Complaint: 20246017
  
  I am rejecting this response because: This claim was sent to you 8 days ago. We have still not received a single phone call. We stopped by at 3:45pm yesterday to check on our vehicle status and our vehicle is still in the same spot in the lot and no one was in the collision office to speak to. We just made our fifth car payment on of vehicle since you have had it.
  
  Regards,
  
  Stephanie Ellis

  

  Business response

  07/10/2023

  We have been in touch with Jacob Saldana at Fred Loya, most recently. We do show [email protected] as cc'd on the correspondences, is this the right email? We are awaiting Fred Loya's approval on the final structural parts need to complete repairs. I have resent the email to the address above, any help you could give us on getting the go ahead from your insurance Co. would be greatly appreciated. Thank you, we will continue to update you as we move forward. Thank you. 

  Customer response

  07/25/2023

  ---------- Forwarded message ---------
  From: 'Stephanie Ellis' via Dispute Resolution <[email protected]>
  Date: Mon, Jul 24, 2023 at 1:23 PM
  Subject: Rejecting Response For Complaint #20246017
  To: <[email protected]>
  
  
  Hello,
  
  I would like to reject the response from Ghent.
  
  I was finally CC’d on the email you sent to Fred Loya. I will say that you didn’t even send the supplemental request to them until I called and hounded you guys. You had lied and said it was already send and you were waiting on their response.
  
  I have been calling Fred Loya now that they have the supplemental request. Not sure how this isn’t part of your job though. I have called three time now to try and discuss if you have made any headway with them but my calls are being screened and not answered. I am still yet to get a phone call from anyone at Ghent.
  
  Stephanie Ellis

  

  Business response

  07/31/2023

  I have spoken to the guest last week. We have accommodated their request for a Rental Car, we are awaiting some additional information that would determine if we need to replace the roof. I will continue to update the guest directly. Thank you

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were in ******* **. for Thanksgiving and were involved in a hit and run. After seeing their ratings as a professional dealership dealing with my new 2023 suburban I thought that was a good choice to take it to Ghent Motor Co. It arrived to them in early December 2022. I've been dealing with the auto body collision department and its been a bad decision that I made. General Manager loves to give the run around story and doesnt follow up on phone calls or text messages and doesnt even have the courtesy to inform that hes not the one to talk to about my situation. From the get go. He loves to blame the insurance company for supplement checks when he cant even give me an answer on finishing my vehicle. Even the new personnel cant even do that. All I get is I will call you in a couple of days. Business is business. But that place lacks honesty and communication skills.They have received 4 checks from my insurance $1,298.48 on Dec 8, 2022 $879.57 on Dec. 15, 2022 $224.00 on Feb. 23, 2023 $4,361.72 on March 8, 2023 6/1/23 Update it has been another month with no call back. They sent me a link so I can check on status of suburban. It say its ready. So I call before heading there. Head collision person said we cant believe link and she would get back to us. That was on 5/24/23. WE ARE STILL WATING ON A CALL BACK!!!!!!!Looking on there website other vehicles are getting in and out .I want my car back. If something dose not get resolves soon I will be looking to get legal help.

  

  Business response

  06/02/2023

  Thank you for bringing this to my attention, I will look into this and get back to you promptly. Thank you

  Customer response

  06/05/2023

  Complaint: 20132243
  
  I am rejecting this response because: This is the answer I get every time I try to call or text  someone form the business.  I called today (6/5/23 9:30 AM) again and was told the would call me back later today with information on vehicle and the phone call never came. (6/5/23 8:30PM) 
  
  Regards,
  
  *************************

  

  Business response

  06/08/2023

  We have spoken to our guest and his insurance agent on 06/06/2023-ETA for completion is 06/13/2023 pending any further delays from the guest insurance company. Thank you. 

  Customer response

  06/08/2023

  Complaint: 20132243
  
  I am rejecting this response because: You have had my 2023 suburban since early December the first payment was sent to you by my insurance on December 8th 2022.  You have had three more since then the last one sent to you on March 3, 2023.  Just got an email from my insurance asking for another supplemental  which requires detail photos 

  "Safeco approved supplemental estimate 6 for your reference. To support the additional items on your estimate, please provide the following:
  
  Clear photos of damage to the front bumper park sensors
  Clear photos of damage of the right front frame section
  Clear photos of the right front diagonal brace
  Clear photos of damage to the right and left bracket fender liners"
  

  Ghent did call and talk to our insurance rep.  But again why did it take so long for 5 supplement to go though and why did they not communicate with us.  The last time they called was 4/25/23 that it was going in to paint shop the following week.  It being now 6/8/23 insurance needs more clear photos and us going the the Better Business Bureau to get a response and action taken.

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

  

  Business response

  06/20/2023

  from: ***************** <**********************************>
  to: Better Business Bureau <*****************************************>
  date: Jun 19, 2023, 6:11 PM
  subject: RE: You have a New Message from BBB Regarding Complaint #********

  To Whom it may concern,
  
  Hello, We have been in touch with our guest and have completed their vehicle.
  
  Do we need to do anything on our end to update the case?
  
  The guest is out of town and asking us to store the vehicle for them for a few days..
  
  Thank you,
  
  *****************
  Executive Manager
   
  ************ Office
  GhentMotors.com
   
  Ghent Motor Co. 
  
  **********************
  *******, ** 80634

  Customer response

  06/23/2023

  Complaint: 20132243
  
  I am rejecting this response because: I went today to pick up my suburban unfortunately I was unable to take home due to quality of work.  Have to come back after the painters look at it.  Was not what I expected from a quality Chevrolet Dealer. 
  
  Regards,
  
  *************************

  

  Business response

  06/23/2023

  Guest has got back in town and inspected the vehicle today, small touch up and additional cleaning being requested by guest. No Problem. Vehicle is ready for pick up today 06/23/2023 3pm. Thank you 

  Customer response

  06/27/2023

  Complaint: 20132243
  
  I am rejecting this response because:
  We got a phone call from ****** on 6/23 at 6 PM saying she was leaving and we can pick up keys in front office. While driving it around there is a lot of noise in the inside cabin. Upon further inspection found paint bubbles on hood, paint runs on door, dent on door ,tube not attached, clear coat all over vehicle were not needed.  Went back on 6/24 the collision office was closed, so went to service area talk to a ******** she took pictures and was going to get a hold of ****** and get back to us on Monday, June 26.  We did not receive anything today 6/26 10 PM.  She wanted us to come back Monday they have had the suburban for 7 months and we live 3 hours away. My wife and I owe businesses. We are unable to make a trip up there on the dime.  There is also the factor of lodging gas food for a trip up and back and up and back for quality work not performed. I spoke with a general manager over the phone when this first started back in January and he told me he did quality work so we didnt have to go back. Not sure what he considers quality work.
  Regards,
  
  *************************

  

  Business response

  07/03/2023

  I apologozie for the delay, however your vehicle was involved in a Major Front End Collision Impact, we have repaired your vehicle to Factory Specifications working through Parts availability delays and Insurance delays for approval on items needed. Your vehicle was stored here until you returned from you trip at no additional charge to you. . Your insurance agent stopped by multiple times as well and looked at the Vehicle during repair, we spoke on a 3 way call to get your approval.   Upon your personal inspection, you found a few small items that you had asked to be addressed. We quickly addressed all of the items had your vehicle detailed at no additional charge to you. We appreciated your patience and apologize for any inconvenience that this has caused you. Thank you, ***************** Executive Manager Ghent Chevrolet Cadillac

  Customer response

  07/06/2023

  Complaint: 20132243
  
  I am rejecting this response because:
  I understand it was in a major front-end accident.  But It has been noting but lies dealing with Ghent!  When we picked up vehicle collision person told us insurance paperwork was not completed until she started in late March and then frame machine was broke so had to wait on that.  We had you store it for a few days, because we couldn't make plans to pick up since every other day you said it was going to be done it wasn't! There is still work to be done to fix what you did to address the thing we saw.  Clear coat all, over parts not taped off, dent still in door you tried to pint to take away dent.  Your service person saw and took pictures. Just not happy at all.
  Regards,
  
  *************************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday 10\26\22 my girlfriend and I was interested in a vehicle on the lot. I was told they needed to run our credit in order to give me an estimate of what the payment would be. I told them they could and 1 other bank only. I also mentioned not to give approval out to more than 1 bank. We ended up buying another vehicle elsewhere. Ghent motors ran our credit twice within 3 days and gave approval for several other banks to do the same, some of those banks ran our credit more than once within 3 days. They also gave approval for a 2nd vehicle that we did not inquire in or were NOT even interested in. With a credit score over 800 I have received 11 letters of denial from these banks for to many inquires. I am still receiving letters. I have contacted the dealership and asked for them to remove the inquires and delete our information from their resources. No cooperation from the dealership on removing those unapproved inquires from our credit report.

  

  Business response

  11/29/2022

  Thank you for reaching out, I will look into this matter promptly and get back to you.

  Tim E**** 

  Executive Manager 

  Ghent Chevrolet Cadillac

  

  Business response

  12/08/2022

  Dear *****, it would be our pleasure to write a letter to the Credit Bureaus and request removal of any and all inquiries. Please understand that both applicant's past credit history, when submitted in a Joint Application, are reviewed by the Lender. They are required by law to tell each applicant, individually, the reason they did not approve your loan request.  I apologize for the inconvenience that this has caused you, I will submit the request to the Credit Bureaus today and cc you on that as well. If you have any concerns, please feel free to reach out to me directly. Thank you, Tim E**** Executive Manager Ghent Motor Co.

  Customer response

  12/13/2022

  I received an email from Tim E**** @ Ghent Motors. Subject was inquires removed.
  He also sent that to 3 credit bureaus. 
  
  
  I'm waiting to see if the have been removed.
  
  
  Thank you 
  ***** **** 

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to get a Pickup that could hall a bigger load then what my pickup could handle. So went to Ghent and was approached by a salesman and told him from the start that I am living tomorrow and need to upgrade to a 3/4 pickup if they had any to look at .He said not right now but let me take a look. He looked and they just took in 2 on trade so he got the keys to one and we took a test drive. I said I would take it he said how much can you put down I said 10000 but I have to leave with the truck tonight no exceptions. Right before I was going to sign the papers he came back and said I can't pick it up for 2 days its not safe to take because of tires. I said I'll walk then so they didn't want to loss the sell so they were going to take tires off a different truck so I can take it and bring it back anytime to get the other issues fixed. So the lead mechanic came back and worked on it and after 8hr at a dealership I took it with warning lights on. So I brought I back when I could And ***** from service said drop it off on Monday It will be done Thursday. So I did They sent me a email Saying a lug on each wheel was cut off the the cover on one wheel was striped and there was no pressure Sensor in the wheels, the coolant Sensor Is brook and the cap is striped . the inverter don't work and the keyless start don't work. The over head conceal needs screws. I said fix it. So I called on Thursday and they just pulled it in the shop. I said don't touch it I'll pick it up later. I was changed 158.50 for nothing. Then called a few months later and ***** will not call me back. This is just the start the brakes are failing and going down a hill the wheels start shaking so bake I almost lost control . They sold a 100% unsafe truck because they wanted that sell.

  

  Business response

  03/11/2022

  Thank you for alerting us, we are in contact with our guest. We appreciate your help in this matter.

  Customer response

  03/15/2022

  Complaint: ********
  
  I am rejecting this response because: I have  tried to get this resolved by going to the dealership and got charge for there time. Have also called ***** in service and no call back. So all communication will be done through the BBB website . And I will not let your service center work on my truck they lost all my trust in being a quality dealership or service center for vehicle. My only resolve to this issue is. Is let me take my truck to Johnsons auto plaza Get the issues fixed and you cover the bill. The Mechanic at your dealership cut a wheel stud off each tire to replace the tires. Also did not fix the tire censers so those don't work, Striped a lug cover nut so cant pull the tire off with out ruining the rim, Said after driving for a bit the check coolant light  would go out and it has not , And the radiator reservoir cap is striped can't get it off. So these 5 issues were promised to be fixed when I can bring it back in. I tried got a appoint onn a Monday was told It would be done Thursday. They didn't even start to look at it until Thursday I needed it back for work. So picked it up and got charged.  
  
  Regards,
  ***** *******

  

  Business response

  03/18/2022

  Dear *****,

  I show you purchased a vehicle from us on 04/05/2021. The only Repair Order I show since then was on 06/08/2021 in which a Recall for your particulate filter (reprogram) was done, screws for your broken sunglass holder were replaced, diagnosis on a power inverter that was blowing a fuse (which we had asked for more information on what wattage device you were plugging in), and also a diagnosis on your TPM repairs. We completed the recall/reporgram of the ECM and repaired your damaged sunglass holder and provided you with our findings. My records show that you were charged $158 for the diagnosis and repair and that you declined the additional work. The following month I show that your vehicle was involved in a collision, our Body Shop provided an estimate of $4,183 to repair your vehicle in which you declined.  

  I do not show any record of your vehicle in our dealership in the last 8 months.

  Sincerely I would like to help, I would be more than happy to talk to you and help you however I can. We have not seen your truck since July of last year, I would need to inspect your truck to verify your claims prior to moving forward.  

  When would be a good time to do that? My name is Tim E**** and my direct line is 970-********

  Thank you

  Customer response

  03/22/2022

  Complaint: ********
  
  I am rejecting this response because: I was contacted by Himme from sells said to bring in my Truck the 28th and he is getting me a rental when my truck is is the shop . So you need to get your shit together because he knows they messed up and all you see is a computer. I will not drop this clam ever because now I know you sent out a un safe vehicle knowingly because sales want to fix it and giving me a rental for free. So Sells want's to fix it because they know there in hot water and you want to push it under the rug see you in court.     
  
  Regards,
  
  ***** *******

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6/9/21 bought a truck from Ghent and ordered running boards. Dealership stated they would have them ready in2 weeks. No communication was provided by them. August 3 spoke with Eric Ghent and he confirmed that the running boards were not ordered until July 20th. August 3rd requested a full refund for running boards. August 5th found out that the dealership put us in the wrong county and taxes were miscalculated by them. Jamie Q******* stated that Ghent would refund the running boards and the taxes. He harassed me to take down my reviews. Since he harassed me I emailed him asking him to only provided communication via email. As of August 10, we have not heard back from Bob Ghent, Eric Ghent, Tim E****, nor Jaime Q******* even though we have sent multiple emails. All I ask is that they confirm when we will get our refund and that they keep their word on paying the taxes. They record their calls so they should be able to provide those calls where Jamie stated that refund and tax payment.

  

  Business response

  08/12/2021

  We have been in touch with our guest and have come to a mutual solution. Thank you, Tim E****-GM

  Customer response

  08/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  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. ↩