ComplaintsforLaFontaine Chevrolet, Inc.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2021 High Country **** in December of 2020 from this dealership, I'm located 2+ hours away. I'm currently sidelined with a manufacturer defect and the parts are on national back order, this has been going on for 2+ months. I contacted this dealer upon the issue happening, the sales person directed me to the service manager, I left a message and no call back. I have since contacted the sales person who rudely hung up on me, have tried contacting the ** multiple times whom never called me back, and now the secretary to the *** who has not returned a call. They've provided zero help with my issue and it's a warranty issue.

  Customer response

  07/19/2022

  The company never returned calls or replied regarding this complaint. 

  Business response

  07/29/2022

  To Whom It May ****************** name is Will ******** and I'm the service manager here at LaFontaine Chevrolet of Dexter, MI. My apologies for responding to your claim from a personal e-mail but our server is currently experiencing technical difficulties and I wanted to ensure this got out in time.
  
  In regards to this claim we are at a loss. My general manager and I have looked back at our call logs and have not found any phone calls from ***********************. Currently at this time his vehicle is not at our repair facility and hasn't been since the purchase of his vehicle back in December of 2020.
  
  Based off of ************** records it appears he has his vehicle, the 2021 High Country ****, serviced out in ************ **. We are not his normal repair facility.
  
  In regards to his complaint we cannot assist in a warranty claim when the vehicle is physically not at our repair facility. The repairing dealer would have the ability to work directly with GM to attempt to procure a part faster working through different internal channels. These are things that the repairing dealer can do on behalf of the customer but another repair facility cannot step in.
  
  We had several customers at our location in the same boat as ************. Through December of 2021 until February of 2022 we had 6 different vehicles fail for the same reason **************** did. It took us over 4 months to procure parts to properly repair these customers vehicles.
  
  GM is/was aware of this failure and has been for some time now. During the back log there was no understanding from suppliers as to when we would see parts. GM has since been able to rectify the situation and parts are now again readily available. I don't know what we could have done differently but providing a part goes outside of our franchise agreement when parts are backordered. When a part is backordered we have specific channels we have to follow and GM had several bulletins out at the time as to what to do. GM's simple response to us was first in/first out.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a commercial vehicle from this dealership on 12/9/2021 for our business in **. We flew to MI to pick the truck up and drive it back to **. The dealership explained they must register this truck in our home ***********. Upon this statement they let us know they employ a company in ***** to complete this. Today is 2/17/2022 and we still do not have this truck registered. I have been in close contact with our local town (where registrations take place) and they still have not received the correct amount of money for the registration or the correct paperwork. The company in ***** nor the dealership are doing anything to expedite the process. The dealership did send us a dealer plate to use in the meantime, however that plate still limits us to roadways we can travel and at times Ferry's that are necessary too utilize to get to our jobs that need to be completed.

  Business response

  02/28/2022

  Our response to the customer;

  "Hello *******,
  
  We are sorry for the issues we have had with the plating and registration of your new vehicle. These issues are not typical of our transactions in or out of state and we do appreciate your patience as we work through this issue.
  
  I just got off the phone with ***********. They have been in contact with the county and there have been issues with changing fees or the amount of the fees changing each time resulting in not enough money to complete the process.
  
  Regardless of the reason, we have *********** sending out a blank check to your county DMV. It is going out overnight from them today per ***********.
  That check will cover whatever outstanding fees the county is requesting in order to complete the process.
  
  According to *********** all of the paperwork is in place and correct. At this point it is only about the money / fees holding up the process and that should now be handled.
  
  The people I spoke to at *********** were aware of the situation and had all the information available to me right away. They let me know they have been working with *** at your local office.  
  
  I will follow up with them again to confirm that the check has been sent and I will also request a tracking number from them on the shipping to ensure the check makes it to your DMV.
  
  We have taken action on our end as an entire dealer group to find a better company to use for out of state plating and titling due to this specific issue. The satisfaction of our customers extends past the sale and I personally would like to apologize that your after the purchase experience has not lived up to the one you had in store with us.
  
  I will see this issue through to completion now, if you have any questions feel free to contact me directly.
  
  Thank you."

   

  Our current statement as of 02/28/2022;

   

  "Customer has plates, was done next day per her request and per dealer docs.
  
  Check for fees was OVER paid by .36 and her DMV kicked it back.
  
  *********** paid the amount her DMV requested however her DMV transposed a number and the amount was incorrect again.
  
  3rd time dealer docs sent blank check.
  
  *********** has tons of notes."

   

  Please feel free to reach out with any questions,

   

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

  General Sales Manager

  LaFontaine Chevrolet

  7120 Dexter ************ Rd

  Dexter, MI 48130

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

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

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