ComplaintsforEssig Motors, Inc.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer performed repair on 8/18/22. Total charge 964.60. Intermittent electrical problem arises when car washed at commercial wash which we seldom use. Repair order states "test drove cust complaint occurred on test drive". This was after the repair was completed. Problem reoccurred on 7/18/23. Returned to dealer total charge 1224.47. Dealer and I negotiated repair cost to 612.23. One week later exact same problem reoccurred again. Returned to dealer. They said they cannot repair vehicle and offered to cut the original repair cost of 964.60 on half which I did not agree to. This would still leave a total of 1094.53 out of pocket. As it sits now I am 1576.83 out of pocket. Vehicle is unsafe to drive as the problem includes: no speedometer, turn signals, tire pressure warning system, tachometer, fuel gauge, engine temp gauge, air conditioner, all warning lights are displayed at once.

  

  Business response

  09/13/2023

  On 8/18/22 Mr. ***** brought in his 2015 Chevy Equinox for service for multiple warning lights on the dash of his vehicle.  The problem only arises after washing the vehicle at a high pressure commercial car wash.  The customers complaint occurred on the test drive, but once back in the shop all lights were off and everything was normal.  GM technical assistance center was called and a case created.  When in the shop a failure code for the on-star module was found.  At that time the customer was advised this could be the issue, but without a hard failure in the shop there is no way to be sure.  The customer authorized the repair and paid $964.60. 
  On 9/13/22 Mr. ***** brought his vehicle back in for the same complaint.  It was test drove 3 different times, each time no failure occurred.  There was no charge for the visit. 
  On 7/18/23 Mr. ***** brought his vehicle back in for the same electrical issue.  After driving the failure did occur while in the shop and was determined there was a low speed circuit short.  GM technical assistance center was called again and another case created.  There are multiple wires, connectors, and modules that could cause the short.  Without spending hours testing every wire, connector and module the technician and GM tech assist agreed the liftgate module needed to be replaced.  Mr. ***** paid $612.23 of the $1,224.47 bill.  The issues did happen again a few weeks after the repair, as with any electrical issue all connections, modules and wiring may need to be tested.  This takes time but the customer did not want to proceed.

  Customer response

  09/14/2023

   I am rejecting this response because: The Dealers response does not state that a refund is due. Their response stated this could be the issue when I was told this was the issue before I authorized the repair on both of the repair orders. The response stated I did not want to proceed when in fact it was the Dealer who told me they cannot fix the problem and no additional service was even offered. The Dealer handed me my keys and said sorry, but our mechanic is unable to find the problem. The authorization for service is based on the actual repair being successful and complete in solving the problem which was not performed on either occasion. Bear in mind I am not an ASE trained mechanic and therefore I am not able to discern what the problem actually is, and I rely on the Dealer to do the repairs that result in the repair being made, not to just install parts in the hope that it will be correct. I do not agree with being charged 1576.83 for a service that proves to be ineffective. This cost needs to be absorbed by the Dealer as it is their responsibility to make an effective repair to warrant this charge, not to install parts, charge me twice, then tell me they cannot provide an effective repair.
  
  
  

  

  Business response

  09/15/2023

  A refund of $482.30 was offered to the customer, we have not heard back.  $612.24 has already been refunded. There were also 3 hours of labor that we did not charge for.  We have offered to refund more than the cost of the parts, with any electrical issue the labor becomes the most expensive part.  Many hours are required to isolate the exact issue with several hundred miles of wire, connectors, and sometimes over a hundred modules to test it.  

  Customer response

  09/19/2023

   I am rejecting this response because: After the Dealers offers this still leaves a total amount of $1094.53 out of pocket for repairs that were NOT effective. I still have the exact same problem of an unsafe vehicle. I understand that diagnostics are required for a repair to be made, however the Dealers diagnostics were incorrect three times. I believe, and am willing to pay, the total sum of 547.27 which, to me, is fair considering the outcome in which there was not an effective repair given and I must now take the vehicle to another dealer for the same issue.
  
  
  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2015 buick enclave had a service light come on. The service light was for the service side detection system. I scheduled an appointment for them to diagnose the issue and advise me the cost to repair. They contact me and stated that the cause was because the driver side sensor was bad and would cost $800.00 for part and labor to repair it. I then took the car in ti get repaired. They called me and said that it was complete. I picked up the vehicle and noticed that the sensor was not fixed. I then called them and told them it was not fixed. They told me to return it and they would look into it. I returned the vehicle the next day and they looked into it and said that it was because it wasn't programmed and I could pick the car up. My wife then went to pick up the vehicle and when she did they brought what they believed to be her vehicle, but my wife noticed that it was not our vehicle. Come to find out they actually gave my vehicle to another customer who had left with my vehicle. My wife had to wait 20 mins until they were able to find the person who had my car. after pick up, we tested to see if the issue was fixed and it still was not. I called them and told them that it was still not fixed. They told me to bring it back again, this time they tell me that it's the passenger side sensor and that it would be an additional $500 to fix. I told them that I would not be paying for it because I paid for the original diagnosis and during that they should have found the issue then. After many trips back and forth to the dealership and after spending $800.00 nothing was fixed and the car is in the same state as when I took it. The customer service there is terrible and the fact that my vehicle was taken by someone else is a huge issue. Because of all of the issues, I believe they should fix the carbatbno additional cost and they should make a billing adjustment.

  

  Business response

  04/21/2022

  The ****** brought their 2015 Buick Enclave in on March 31st.  We diagnosed the left side object detection system and found the left side object detection sensor bad.  We replaced the left side object detection sensor and programmed it once the part came in.  The technician said the message on the DIC went out and no codes we present.  The customer took the vehicle and brought it back 2 days later and said it did not work on the right side now.  We reprogrammed the right side object sensor to take care of the problem but found the right side detection sensor failed also.  We test drove with two vehicles to test the sensors and found the right side sensor intermittently did not work.  We swapped sensors from right to left and it still would not work.  When Mrs. ****** came to pick up their vehicle it was discovered another customer had picked up the wrong car by mistake.  Both vehicles were the same make, model and color.  When a vehicle is done being worked on the keys are left in the vehicle out front for the customer.  A husband and wife came in to pick up their kids car and she got in the wrong car and left as the husband came inside to pay.  They admitted it was their mistake and brought the Grave’s vehicle back 20 minutes later.  We offered to replace the right side object detection sensor at the cost of the part only and Essig Motors would cover the cost of the labor and taxes.  Mr. ****** was not satisfied and declined the repairs.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Essig Motors has had my truck for over a month and have not contacted me about parts, deductibles, status, or anything. See attached document for full story.

  

  Business response

  12/02/2021

  To whom it may concern, Our dealership tried to help  *******  *****  with her truck. our service advisor tried to get ******* to come in and show us what was wrong with her truck but refused to come in. we ended up searching for the wrong complaint. our service advisor says he tried several times to get ahold of  miss ***** but could not reach her. when we talked with boyfriend we got a total different complaint. we then thought she had a steering gear complaint and ordered  a new steering gear which was on back order for three weeks. installed steering gear and alignment. test drove truck again and the truck acted up one time in 40 miles of driving. we ran out of resources so we advised to take truck to a ford dealer for further diagnosis.  we offered to take truck to the ford dealer and got the service contract to wave the deductible. We apologized to her several times for not getting her truck fixed. the reason it took so long was waiting on parts and trying to get a correct complaint.

  Customer response

  12/02/2021

  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.

  I do want to mention, that **** never once attempted to contact myself, *****, nor my father and had all three numbers since he did ask for them specifically. I was the one who called today and spoke to ***** about the status, yet again, of my truck and was advised it would go to Sexton and that they were still working on the service contract part of it. I’m sad that they were unable to render this before I had to come here, but service like this is unacceptable in any nature. 
  

  Thanks again. Good luck in the future.

*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. ↩