ComplaintsforWeber Chevrolet Columbia IL

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car brand new in 2020 and it has been in the shop consistently over 10 times for repairs because of the check engine light constantly comes on. I believe they sold me a lemon car and they knew about it. They fix** my car in the past and i still i have issues and they refuse to fix it again. I feel i shouldn't have to pay for repairs for them selling me a junk car.

  

  Business response

  10/18/2023

  In response to Ms. ******* complaint that her “2020 Malibu has been in the shop consistently over 10 times for repairs because of the check engine light constantly coming on”.

  After reviewing her file, here are the details of this case.

  Please keep in mind, a (CEL) “check engine light” can be illuminat** for a host of different reasons.

  From May 2021 through October 2021, she had three wiring and module relat** repairs complet** under warranty.

  She purchas** the vehicle new September 2020. Her first issue was 8 months later, with 21,554 miles. The issue was relat** to the *** wiring, which there was a GM bulletin pertaining to this.

  The second repair was 6 days later, with 22,045 miles. The CEL came back on, this time with multiple communication codes set in the system. This result** in the serial data gateway module being replaced.

  The third repair was relat** to multiple communication codes being set in multiple modules again which result** in the junction block being replac** in October 2021, with 23,477 miles.

  The fourth time the vehicle came in with a CEL, March 2022, with 32,582 miles, we were told it happen** two times in the last 1 ½ months, so it is consider** an intermittent condition. We perform** our diagnostic checks which were relat** to a random engine misfire, which could be caus** by many different things, such as bad gas or carbon build up. We road test** the vehicle multiple miles through several drive cycles without the light coming on and were not able to condemn anything at that time, so we return** it back to the owner to drive, monitor and let us know asap if it reoccurs. Again, no charge to the customer.

  The fifth time, August 2022 with 41,488 miles, the customer came in with another intermittent CEL, stating the light came on over the weekend but went off the day before bringing it in. We diagnos** and found multiple codes set in history, not active. We inspect** some relat** connectors, wiring and road test** several times, but no repairs were made at that time. Please note: the customer’s bumper to bumper warranty expires, December 2022 or 38,261 miles, whichever comes first, but we did not charge her anything because of her history and as a goodwill gesture.

  The sixth time, January 2023 with 51,345 miles, we diagnos** a random engine misfire, which result** in replacing a faulty ignition coil and spark plug. As a goodwill gesture, we cover** the repair at no charge to the customer, even though she has no extend** warranty and it’s been over 10,000 miles since we last saw the vehicle,

  The seventh time, June 2023 with 58,130 miles, she brought the vehicle in stating the CEL had come on briefly about two weeks ago. We inspect** and test drove the vehicle, no fault codes in the system relat** to engine or transmission. The vehicle was return** to the customer, and she was not charg** anything.

  The eighth and final time, September 2023 with 64,134 miles she brought the vehicle in with another intermittent CEL. This time at the write up the service advisor was able to see a code, P1101, which has never been set before on any of the other visits. This is the fourth time she has brought the vehicle to us since her warranty expired. This time we ask** her to approve our diagnosis fee. She instantly said she was not paying for anything, then took her vehicle.

  If Ms. ****** would like to bring her vehicle back, we would certainly treat her fairly and work with her on any repairs that may be needed. However, there will be nothing for FREE moving forward.

  When we sell vehicles, new or used, we offer and encourage that they buy an extend** service contract to protect their investments. We can’t force them to, but we recommend it because everything is so expensive to work on and repair.

  I have attach** the document showing that Ms. ****** was offer** and declin** an extend** service agreement. Unfortunately, having several issues with your vehicle over a 3 year and 64,000-mile period does not constitute unlimit** warranty.

  I truly believe we go above and beyond for our customers every day; without them we have no business.

  However, I also believe that, at some point, people must take ownership/responsibility for the things they buy.

  We certainly went further than any other dealer that I know of.

   

  Sincerely,

  ** ********

  George Weber Chevrolet

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband bought a 2011 Chevy Silverado and ******* ****** said there was no recall but the truck has a defect. I was told it does have a defect and I would have to pay for it. So ******* ****** told me to tell Weber Chevrolet to call them to see what they can do to fix the defect. I would like for them to repair my vehicle or to call ******* ****** to see if they can fix the defect.

  

  Business response

  07/13/2023

  Hello,

   

  In response to the complaint against our dealership, Ms. ***** has a 2011 Chevrolet Silverado with 97,600 miles. We sold her the vehicle 10.2.2015 with 39,117 miles.

   

  On 7.5.23, she brought her vehicle in with a rough idle concern. The technician diagnosed and found a #7 spark plug was oil fouled. We explained to the customer that there is an internal engine issue causing this but to find the source and give her an accurate estimate to repair, it would require disassemble and inspection of the engine. We speculated that potentially the piston rings and or valves could have carbon build up which could cause this concern, but we could not be sure until we moved forward with diagnosing the vehicle. She stated to us several times, that she did not have the money to repair or even proceed with diagnosis. We did explain that her issue would continue until the source of the problem was found and corrected.

   

  When she spoke about us calling GM to find out how to fix the vehicle defect, we explained that it wasn’t that we did not know how to fix her issue, it was the fact that someone was going to be responsible for authorizing and paying the bill, but unfortunately, that would not be ******* ****** or George Weber Chevrolet. Again, she said she just didn’t have the money to do that. I did try to show some understanding and compassion about how expensive things can be at times and told her we would work with her on the cost the best we could, but typically, this type of repair can get expensive.

   

  Respectfully,

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

   

• Initial Complaint

  09/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My fianc and I purchased a 2022 ***** Blazer RS on 09/19/2022 and signed the paperwork approximately between 8:40-9:10 PM at night. Their business hours on this particular day was until 8:00 PM. Our sales representative *********************** was the average associate throughout the process utilizing typical sales techniques.There was a second occurrence with **** that took place a little before the test drive where we were potentially stretching our budget by 15k. We requested if we could chat privately and **** offered to leave the room for us. **** ended up staying within ear shot at the front desk approximately 10 feet for a majority of the time.After we test drove the vehicle, **** showed us a document that had packages from the most expensive to the least expensive which ended up being warranties which we never had any intention of purchasing. **** presented it to us saying we don't need anything other than the lowest package and never called it a warranty. We assumed we needed to choose one of the options as there was no option of refusing the package being presented so we naturally chose the recommended option which was the cheapest package. We ended up signing documents with the finance guy who used the term service contract rather than warranty and now ***** is only letting us remove 3 out of the 4 service contract options despite having received the Cermaic coating protection as of yet. ***** does not believe the misrepresented anything in the process despite never informing us that we were opting into a warranty and it being presented to us as we need to choose one of the options.We were asked to complete an ANONYMOUS survey and my fianc gave our sales rep a 4/5 who called both of us the next day asking why which is harassment as it was anonymous. **** additionally asked us to rate him better on the second survey with a provided outline of how to rate him. **** asked us to call his person cell as opposed to the business line to further discuss.

  

  Business response

  09/29/2022

  #********
  Weber Chevrolet has investigated ****************** complaint and contacted him to address his concerns.  **************** related his experience to our Group Manager and we agreed to remove the unwanted warranties.  *************** returned to the Columbia location on Saturday, September 24th,2022 and all warranties he purchased were removed from his contract.  **************** said he was satisfied with our handling of this situation.  Weber Chevrolet considers this matter completed to the customers satisfaction.

  Customer response

  09/29/2022

  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,
  
  ***********************

• Initial Complaint

  08/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went to Weber Chevrolet after a coworker recommend me to go because i was in the market for a new car. i talk to the salesman that my coworker referred me to, the salesman name is josh kimbrow. we had talk about what type of vehicles i was looking for and i told josh kimbrow. josh kimbrow asked me how was my credit and i told him around 580-600 range, i told him to run a soft inquiry on my credit so it wouldn't affect my credit score. so two days later i go to my bank first community credit union to see about a loan and the lady who ran my credit at the bank let me know that Weber Chevrolet ran my credit seven times that day after i left them. i emailed the general manager at Weber Chevrolet and told him what happen and no response from him at all. i did file a complaint with Illinois secretary of state last week on Weber Chevrolet. i do have a copy of the email i sent to the general manager at Weber Chevrolet.

  

  Business response

  08/25/2021

  # ********
  Weber Chevrolet Granite City has investigated Mr. ***** complaint and has the following response.
  Mr. ***** came into the dealership 7/12/2021.  At that time, he expressed interest in purchasing a 2021 Chevrolet Equinox.  He completed a Credit Application and signed and dated that document in two places.  Weber Chevrolet also has documentation, (Credit Report Serviced) that shows we submitted one inquiry to Capital One for purposes of getting Mr. ***** approved.  The documentation Mr. ***** signed clearly states and was covered by our Finance Manager, “ By signing, I certify that I have read and agree to the terms and disclosures on Pages 1 and 2 of this application.”
  Weber Chevrolet has done nothing but process an application, signed by Mr. *****, per his written agreement.  We have conducted ourselves in a proper and professional business manner.
  All documentation mentioned above is available per your request.
  Weber Chevrolet Granite City.

  Customer response

  08/25/2021

  Complaint: ********
  
  
  I am rejecting this response because: they didn't run my credit as a soft inquiry as I state and told them. The salesman told me to go to the bank and see what i can do at the bank. I didn't know that they was going to run my credit seven times. Now they claiming they ran it twice which is false and they never told me I was approved on a loan. I want to thank you all the bbb but I'm going to have to report them to F.B.I. for identity theft.
  
  
  
  
  Sincerely,
  
  
  ****** *****

  

  Business response

  08/27/2021

  Mr. ***** filled out a credit application to purchase a new vehicle, which he selected, and signed the form in two places agreeing for us to proceed. We do not run “soft credit pulls” when attempting to secure a loan for a customer.  Due to his credit rating we attempted to secure financing for his purchase.  There exists no identity theft as Mr. ***** states.  Weber Chevrolet has conducted itself in a fair and reasonable manner. 
  Weber Chevrolet 

• Initial Complaint

  07/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We traded in/bought a car on July 9, 2021 the car that we traded in was a car that had 4K miles on it. We had only had that car for 4 months. We traded it in to lower our payment. I had repeatedly stated that I thought the trade in value was too low and they just acted like I didn’t know what I was talking about. When I came back 2 days later, my trade in was in their lot priced at 8k over what they gave us for it. We understand they have to make a profit but it just wasn’t right and it most certainly is deceptive practices. We signed signed the deal but after seeing that, I knew that we were we’re not treated fairly. They sales manager just acted like it was just too bad for us.

  

  Business response

  07/19/2021

  ID # ********
  Weber Chevrolet Columbia is responding to ID# ******** complaint by Mr. and Mrs. *************. 
  The morning of Friday July 9th, 2021, Mrs. ************* came into the dealership to try to trade out of a 2021 Chrysler Pacifica with 4000 miles on it. Her salesman worked to find her a vehicle that fit her budget which she stated was the reason she wanted to trade out of the Pacifica.  During the sale process, Mrs. ************* test drove the Equinox she eventually purchased three times, and was in the dealership for approximately 3 ½ hours.  She also met with our finance manager who showed her several options for her to consider regarding warranty options. (The monthly rate will vary with whatever types of warranty options a customer chooses).  Mr. ************* purchased a vehicle last year and per Mrs. *************’ request, duplicated the same warranty coverage as her husband had on his vehicle.  She needed a lower rate and eliminated several coverages, thus lowering her monthly payment. Mrs. ************* left the dealership without making a purchase.  She returned that evening with her husband who also test drove the vehicle.  They needed a lower monthly payment and our finance manager removed additional items of warranty coverage, (per the discussion with them) to reach a monthly rate they approved.  They signed all paperwork, in fact releasing their vehicle, (Chrysler Pacifica) to Weber Chevrolet’s inventory.  As explained to Mrs. *************, the vehicle is then the property of Weber Chevrolet, and the re-sale price of the vehicle is at our discretion.  We also explained to her, because a certain price is asked for in the market, does not mean it is the final sale price of the vehicle.  Weber Chevrolet does not support customers suggesting re-sale value of our vehicles, nor is this a deceptive practice.  Weber Chevrolet has conducted itself in a fair and reasonable manner.
  Weber Chevrolet

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