Complaints

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:03/20/2024

  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.

  My air conditioning of my **** ******* *** was working perfectly and then after my Transmission replacement service on 2/14/2023, it was no longer working. April 7,2023, returned my car, the A.C was not working. Received a phone call telling me that with a camera they found that there was a crack in the inner grill and the condenser was leaking. I said how did that happen, could have it happened when my Transmission was replaced and the response I received was no, the mechanic is a Master mechanic. I thought and said I never had a car accident but once I lifted my foot slightly off the brake and the car rolled and made contact with the car in front of me but there were no damages. The service rep says, oh that probably caused the damage and says this call is being recorded and you will have to go through your insurance company. The woman driving this car said, "this is my daughter's new car, although I see no damages I will file a police report for her". No claims were made. This incident was on 10/23/2021. Transmission replaced on 02/14/ 2023. No preexisting damages noted by mechanic in his full body description of the transmission replacement service.Have documentation of full body transmission replacement service ( no damages and the info on the police report for the minor accident/ no damages/ no claims.

  Business Response

  Date: 04/02/2024

  Physically damaged parts cannot be replaced under warranty.  Something hit the front of this vehicle damaging the active grille shudder and pushing it into the a/c condenser.  This occurred 2500 miles after transmission replacement. Attached is the tech video as well as associated ROs. 

  video: www.mkvwa26.com/p/wVc4fo.html

   

  Here is the technician's story from diagnosing this:
  
  VERIFIED CUSTOMERS CONCERN AND AIR CONDITIONING IS NOT OPERATING AS INTENDED, VISUALLY INSPECTED A/C COMPRESSOR AND IS NOT ACTIVATING WHEN COMMANDED ON, VISUALLY INSPECTED FUSES AND WIRING AND NO CONCERNS FOUND, CHECKED OASIS AND NO RELATED PUBLICATIONS FOUND, USING AIR CONDITIONING SERVICE MACHINE CHECK HIGH AND LOW PRESSURES AND NO SYSTEM PRESSURE FOUND, VACUUM AND LEAK TESTED SYSTEM AND BOTH TEST PASSED, PROCEEDED TO PERFORM A VISUAL INSPECTION OF ALL AIR CONDITIONING COMPONENTS USING A ** BLACK LIGHT IN SEARCH OF THE ** LEAK DYE AND FOUND A LEAK ON THE ***** A/C CONDENSER, UPON FURTHER INSPECTION FOUND ACTIVE GRILLE SHUTTER DAMAGE FROM SOME TYPE OF ***** END IMPACT CAUSING DAMAGE TO CONDENSER AS WELL ,ACTIVE GRILLE SHUTTER SITS IN ***** OF THE A/C CONDENSER , RECOMMEND TO START WITH REPLACEMENT OF A/C CONDENSER TO CORRECT CUSTOMERS CONCERN AS WELL AS THE ACTIVE GRILLE SHUTTER, FURTHER DIAGNOSIS AND PARTS MAY BE REQUIRED
  
  

  
  

  Customer Answer

  Date: 04/03/2024

  Again, the **** worked perfectly prior to the transmission replacement in Feb 2023.  The dealership's response of my ******* being driven ***** miles since I left the dealership after their transmission service until I received an appointment for the **** to be inspected in April, again is another tactic to trying to place the blame on myself and protecting the mechanic/ business and not taking responsibility for the damage.  Why would one turn on the **** on in February after they had their transmission replaced?  This is why there was a gap between February and April, noting that the A.C was no longer working. 
  As I provided the full description of the transmission replacement service of the mechanic, there were no damages noted when the mechanic had dissembled so many parts during the transmission replacement.  When I asked,"how did the **** break, did it happen during the transmission service?", the service representative replied, " no, he is a master mechanic".  Well accidents happen even with the best mechanics, just as errors occur with the best surgeons, accidents happen.  I believe wholeheartedly that the mechanic is the one that created the crack in my inner grill and caused the leaking of the condenser.  There is no other explanation. I did not have any accidents or make contact with anything that would cause this outcome.
  I am a very honest person; I believe wholeheartedly and stand firmly that the A.C broke during my transmission replacement, or I would not be going through the trouble of all this.  I am still requesting my **** to be repaired by the dealership.  This should not be my financial responsibility.    

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21457402
  
  I am rejecting this response because:

  Again, the **** worked perfectly prior to the transmission replacement in Feb 2023.  The dealership's response of my ******* being driven ***** miles since I left the dealership after their transmission service until I received an appointment for the **** to be inspected in April, again is another tactic to trying to place the blame on myself and protecting the mechanic/ business and not taking responsibility for the damage.  Why would one turn on the **** on in February after they had their transmission replaced?  This is why there was a gap between February and April, noting that the A.C was no longer working. 
  As I provided the full description of the transmission replacement service of the mechanic, there were no damages noted when the mechanic had dissembled so many parts during the transmission replacement.  When I asked,"how did the **** break, did it happen during the transmission service?", the service representative replied, " no, he is a master mechanic".  Well accidents happen even with the best mechanics, just as errors occur with the best surgeons, accidents happen.  I believe wholeheartedly that the mechanic is the one that created the crack in my inner grill and caused the leaking of the condenser.  There is no other explanation. I did not have any accidents or make contact with anything that would cause this outcome.
  I am a very honest person; I believe wholeheartedly and stand firmly that the A.C broke during my transmission replacement, or I would not be going through the trouble of all this.  I am still requesting my **** to be repaired by the dealership.  This should not be my financial responsibility.    
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/19/2024

  The tech video that was attached to our original response shows damage to the grill shutter and condenser caused by the front bumper being pushed in. 

• Initial Complaint

  Date:03/15/2024

  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.

  The dealership performed a state inspection without my authorization. I originally came to the dealership for an oil change and state inspection. After speaking with my advisor I told her I did not want the state inspection done and she said ok. Afterwards she did the inspection failed my car and they have tried to stick me with a repair bill. The advisor told me it is against state law to remove an inspection if it’s on the repair order. They acknowledged I told her not to do the state inspection and revoked the previous authorization. This is deceptive business practice

  Business Response

  Date: 04/01/2024

  The original scheduled visit was for an oil change and inspection sticker. The inspection was performed and Mr. Keefer said he did not want it done and that it was communicated to the advisor. Unfortunately it was already performed and we can't delete them from the state's computer system, it is illegal. The vehicle did fail inspection and those items that it were failed for can be repaired at any shop Mr. Keefer would like to bring his vehicle to. He was not charged for the inspection as you can see in the attached RO. 

• Initial Complaint

  Date:03/13/2024

  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.

  Purchased a 2019 Silverado from Balise ***** Found out after the first rain storm the back window leaks. At that point I noticed existing water damage to the truck. Headliner had water damage and marks and back seat and interior wet. Water gets into back seat from headrest. Made appointment at Balise's ***** GMC dealership to have leak fixed and headliner replaced. Balise *****/GMC advised me Balise **** should have to pay due to Dealer Warranty. The truck still meets Dealer Warranty criteria ( less than 90 days and or 3750 miles). This is also stated in M.G.L. c. 90ss 7N 1/4 and in the contract I signed when purchasing truck. It states in M.G.L and in Dealer Warranty if the usage of the truck is effected it will be covered 100% on parts and 100% on labor. This is also turning into a safety and health concern due to mold. I have family members w/ underlying health issues that should not be subjected to mold. I was advised this is a known issue with this make and model truck and a service bulletin was issued from GM. I am looking for your help to have Balise **** uphold their Dealer Warranty and pay to correct the problem and fix damage to headliner and rear seat

  Business Response

  Date: 03/25/2024

  Attached are the initial Used Car Inspection,  ********** Inspection, Balise Used Car Warranty. There is also the repair order for the only issue ******************** had with car upon purchase  and then the new leak issue repair orders.  ******************** looked over this truck with fine tooth comb.  He had one issue with the dash not reading the correct brake pad depth the store resolved it immediately.  That was the only issue he had with the truck.  It went through 2 different techs here at ***** a tech at ***** and the customer prior to purchase it wasn't until 30 days later that there was a mention of a water damaged headliner. To address the warranty, it specifically states that water or leaks are excluded. 

• Initial Complaint

  Date:12/13/2022

  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 brought my vehicle in to the dealership for the transmission. I was given an estimate of $2,300 to fix said issue. But then informed me that the parts are on back order and they couldn't give me a time frame as to when it would be fixed. At this point they had my car for a week. I informed them I need to weigh my choices as to whether I want to spend that kind of money on my 5 year old vehicle or if I should just trade in the car. I did inform them this was a major hardship for me due to not having another vehicle and being a single parent. No resolve was offered on their end. I was never informed they had loaner vehicles' or that I could be put on a list to wait for one. At this point I spoke to their sales associate ******* who was rude and short with me and laughed when I told him I had a loan on this vehicle still and I owed $6,000 for the loan, He then stated well you are going to hate me because we can't give you very much for your vehicle. It was at this time I decided to allow **** to fix my car because I was out of options according to them. And I had been without my car for almost two weeks at this point. Once again the never offered me a loaner car which was my right to have due to the car being purchased at their facility. When I had done more research and found a place to trade in my car I informed **** that I was terminating the work order on my vehicle. They didn't have the parts or an estimate on when the job would be done could be two months but no guarantee. That is when they informed me that I would have to pay for parts they did not put in my car. I was then charged $333.74 I was told by their manager that I could not have my property back until this amount was paid but informed they did not have the parts to fix my car. I want my money returned, they claim it was for a restocking fee even though the parts are on back order. So I was forced to pay for parts they didn't have while they held my property.

  Business Response

  Date: 12/19/2022

  This vehicle was towed in for the transmission not shifting. After diagnosing the issue and discussing needed repairs with ************ we ordered the parts to complete the repair. We are still experiencing supply chain issues and some of the parts were on backorder while others came in right away. ************ decided she wanted to go elsewhere for the repair, so she was charged a restocking fee for the parts that came in it is a fee that **** charges us to return the parts. Since they were specific to her vehicles needed repair, we couldn't keep them onsite. The store waved the diagnostic fee so the only out of pocket expense was the restocking fee from **** *****CO. and for these reasons we will not be refunding any money.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18567105
  
  I am rejecting this response because: I was told by the manager that the parts were never at the shop. This is a false statement on their part. I asked several times if the parts were at the shop and was told multiple times that they were NOT there. They had been ordered  but were never dispersed by the company!! So why would I be charged for parts that never came in? 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/21/2022

  The parts were ordered, one was on back order with no delivery date given. The stores policy is also clearly posted which states that if you authorize a repair and change your mind , there will be a 25% return fee on all parts. After 30 days or more you will be responsible for the full cost of the parts. See attachment. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18567105
  
  I am rejecting this response because: accept I never went into the building and I never signed anything and every thing was done online and I never received paperwork even though I requested it be emailed to me to review. I never received a receipt that the parts were ordered even after asking for it. I never received Confirmation that **** was ever charged. 
  I want my money refunded. You cant show someone policies after the fact that makes no sense. It was never discussed in all 10 conversations I have with the entire team.
  
  Sincerely,
  
  *************************