ComplaintsforCastriota Chevrolet, Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 72 month vehicle protection plan for the tires on my new vehicle with a zero deductible with dealership through Fidelity ****************. Got road damage to the tire on May 27 2023 at 6pm. **************** and dealership were both closed. I took it to Pepboys and they stated the tire could not be patched but had to be replaced. total cost $227.36. On Monday May 29th I initialed a claim with Fidelity and the claim was denied I then went through the dispute process with Fidelity and was once again denied. I called my sales person at Castriota and sent him all the paperwork. I spoke with him (*****) several times. On Aug 1st I called Castriota only to find out that ***** was no longer there so on Aug 7th I drove to dealership to hand over all the paperwork for the denied claim. On Aug 8th I called by sales manager ***** and told I waited too long to get the dealership involved. If the warranty is for 72 months and I did contact the dealership prior why am I being penalized for the dealership lack of action. I was told no one was going to cover the tire. I understand that $227.36 is not a huge amount of money but for a senior citizen on a fixed income it means buying food or not.All I received from the dealership was that I should known the proper submission for Pepboys to replace the tire. I have no idea why I should be out of luck as I need Fidelity to approve the claim first and they aren't open and neither is the dealership. No one at the dealership mentioned when I was purchasing the warranty that they only open Monday to Friday 9 - 5 and on Saturday until 3pm and if you're out side of that window there is no one to give you authorization.When I said I would like to speak to the owners of Castriota I was informed by ***** (Sales Manager) that I was as high on the phone list as I was going to get and he (*****) had the ultimate say and there was nothing I could do about it.I'm sorry but this isn't right the warranty is for 72 months and should be covered. I purchased in good faith the warranty from the dealership and they should stand behind the products they sell to the consumer.

  Business response

  08/11/2023

  Castriota Chevrolet, Inc.
  12930 U.S. Highway 19,
  ******, ** 34667
  
  Re: BBB Complaint ID ********                                                                                 08/11/2023
  
  On 05/27/2023, ********************* drove a 2022 Chevrolet Equinox,VIN ***************** belonging to *************************, to *** Boys in ***********,**. There he had them replace one tire for a total of $227.36 and did not have them apply for any warranty at that time, nor did they keep the old tire for evidence should they apply for the warranty refund.
  On August 7th, 2023, ****************** contacted Castriota Chevrolet for assistance. We contacted ************************* (FWS) to assist *******************  After researching the case further, FWS informed us that ****************** was denied her claim on 05/27/2023 because there was no prior authorization to replace the tire, and the repair order was in ****************** name.  FWS informed ****************** to resubmit the documentation for review, by 06/21/2023, but she never sent the documents.
  It is unfortunate that ****************** was denied the claim but,all warranty services have procedures that must be followed in order to have the claims paid. Deviating from the procedures, more often than not, results in denials. We are sorry ****************** had to pay the $227.36, but had she simply followed the correct procedures, ****************** may not have had her claim denied.As stated in Ms. ******** own attachments,
  VEHICLE PROTECTION PLAN, warranty.jpeg, para. 5
   BY MY SIGNATURE BELOW, I CERTIFY THAT I HAVE READ, FULLY UNDERSTAND AND AGREE TO BE BOUND BY ALL PAGES OF THIS CONTRACT INCLUDING THE ***** AND CONDITIONS AVAILABLE ELECTRONICALLY AT I UNDERSTAND THAT THESE ***** INCLUDE PROVISIONS DETAILING HOW TO MAKE A CLAIM (INCLUDING OBTAINING PRIOR AUTHORIZATION) YOUR RESPONSIBILITIES, ARBITRATION, COVERAGE  AND EXCLUSIONS FROM COVERAGE,CANCELLATION AND STATE AMENDMENTS.
  This claim should not be against Castriota Chevrolet, it is a warranty claim.
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good morning. On Jan 22 we bought a Used Chevy pick up from Castriota Chevy. Our experience was fine. A couple weeks later we noticed while washing it that the windshield had a crack. That reminded me that the certified chevy checklist inspection noted a windshield that needed repair but wasn't repaired. At the time of purchase I didn't put 2 and 2 together that the note meant anything other than used truck imperfections. When we noticed the crack we watched a video we took of our truck before leaving the lot. The crack is there. We emailed our salesman Robert Feb 8 asking for consideration that Chevy fix the windshield. We noted it's on their report and it's in video. Easy we thought. He did not respond. I called my local Chevy dealer and they were very polite but stated they could not replace it based on the info I've given. I followed up Feb 12. Robert responded that they can't do it unless I purchased their aftermarket windshield coverage. Which I did not. Feb 13 I politely pleaded with him to try his bosses and that it seemed easy. They knew it was damaged. We have a video before we left. I also added that I would politely follow up until this is resolved with chevy paying for damage they knew was there. Feb 14 in the morning he advised me a manager :Terry" would contact me. It's been 48 hours and nothing. I looked online repeatedly for the owners contact info (T Castriota) at Chevy website. (Hoping he would help) Nothing found. I looked repeatedly online for a Chevy corporate complaint line to look for help. Nothing found. I called Chevy customer service phone line and help for this situation is not an option they provide. So now I ask for BBB help in getting Chevy to pay for the windshield that they knew was cracked. It's no big deal but I shouldn't be asking my insurer to pay for it.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/02/17) */ We have contacted Mr. *********, apologized for the inconvenience and informed him that we will replace the windshield in his truck. We are coordinating with our windshield company and Mr. ********* to schedule the replacement. Consumer Response /* (2000, 7, 2022/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) The owner of the dealership contacted me personally this morning. He was apologetic. He took responsibility. He immediately assigned someone to correct the issue. Within minutes a manager called and gathered the needed info. And later in the same day we scheduled a glass replacement. I wish it was handled this way upon my first attempts, but stuff happens. The dealer is on point now and handling things quickly and professionally.

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