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:02/09/2024

  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.

  I purchased a 2015 ***** Equinox from *** Butler in May 2023 for about $11K. Mid December of 2023 the timing chain jumped and destroyed the engine. I had my car towed to a service center that I have used for years, and they told me that the engine needed to be replaced and that this is a common occurrence with this engine and with that many miles on it. After doing some research online, I came to the same conclusion that this is a common issue with this engine. This is something that I would have thought that a ***** Dealership would have looked at since it seems to be a common issue with this model of car. I then contacted *** Butler about the issue and was asking for some compensation. After a month of not hearing from anyone, I tried again and then was bounced around from person to person trying to sell me a car. I was finally connected with ********************* a sales manager from *** Butler. He called me on a Monday and left me a voicemail on 1/29/24. I called him back on 1/31/24. When I did not receive a call back, I called him again on 2/6/24. We finally connected on 2/9/24 and basically said that there is nothing he could do, and this is why the offer an extended warranty. I was not told at the time of purchase that this was an ongoing issue with car. I would not have purchased the vehicle knowing that this would have been an issue. I guess now, as long as a vehicle passes inspections there is no reason to make sure you are selling a sound product. I am looking for compensation of $7,591.61 which is the total cost of the engine replacement.

  Business Response

  Date: 03/04/2024

  Mr. *****************************,  I have reviewed your purchase from May of 2023 of your 2015 Equinox.  While you say it is a common issue, we are unaware of it being a common issue.  Our Chevrolet store is one of the top sellers of Equinoxes in *******. No where in our files does an timing chain "jumped" show up as a common issue.  To the best of my ability, we do not see that and continue to sell new and pre-owned Equinoxes. Yes, that is true, we always suggest extended service contracts on all our vehicles because they are cars, no brand is perfect. We do not build them, we sell and service them.  We do not show a service visit between your purchase in May and your issue in December and as you noted, the service facility that reviewed your issue was not a *** Butler service facility.  

  Your complaint is for Jim Butler FIAT at our ***************** location, that is also our Outlet lot.  You purchased this vehicle as a budget buy that passed inspection but had no reconditioning.  However, it did come with a ***** mile or 3 month coverage.I have attached the document you signed and I believe it is very clear.  

  It is terrible that you have had this issue however, I do not believe that the fault lies within *** Butler.  Again, there is no record of a "jumped" timing chain as a major issue for Equinoxes around *******, we offered coverage, you made a decision not to accept, you signed off on the budget buy and the criteria associated with a budget buy (see attached), and we have no record on ongoing maintenance at our facility.  We believe we fulfilled our responsibility. 

   

  Customer Answer

  Date: 03/09/2024

  Complaint: 21271499
  
  I am rejecting this response because: I would have expected that with a name like *** Butler they would have been a better choice that *************** Auto down the street. I would have expected that they would have looked over the vehicle and made sure that it was a sound vehicle. Just because it's on the economy lot shouldn't make a difference. I decided to go to you lot because of the *** Butler name. 

  I find it hard to believe that you do not feel that this is a common issue with the 2.4 engine since there was a class action lawsuit about oil consumption that leads to parts wearing out such as the timing chain tensioners, which when worn out makes the timing chain jump which then destroys the engine. All you have to do is search the web for 2.4 ***** equinox timing chain issues and you will find a lot out there so yes, I would say that this is a common issue. 

  I know I had a short warranty with the vehicle, and yes, I declined the extended warranty due to the fact I was buying it from a reputable company such as *** Butler. I even took a vehicle that had a bit more body damage than I would have like because I felt that a company such as *** Butler would have made sure that it was in good working order. It shouldn't matter if I am buying a brand-new vehicle or a vehicle from an economy lot. I expected more from *** Butler. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a car from this company in June 2023. We were told that the car would need to be inspected before we were able to take it off the lot. My husband and daughter test drove the car. We looked the car over. I sat in that office with the dealer & told them that my 18 year old daughter would be driving this car so I needed the car looked over good before I would take it. I was told they wouldn't sell it to me if it was not safe. BULL CRAP!!!!We signed paperwork on this car and it was passed with inspection and emissions. My daughter drove this car home. Once we got home I noticed that the key fob was not working. I immediately called & told them about it. I was told to bring it back up to the dealership so they could look at it. The next evening I did that very task. They fiddled with the key ********** knew it was broken, but they refused to fix it. I get the car is used, but they should have replaced one of the key fobs. On my drive home the car started having white smoke come out of the exhaust & the brake pedal not working. I immediately towed it to the shop at *** Butler in ******. A week it I was told that the right rear bleeder s**** on caliper was loose & the brake reserve empty. My 18 y/o daughter drove this car. If she would have been in an accident I would have sued them. *** Butler opted to fix that for me at no charge which I appreciate. In addition I asked them to review a sound I was coming from the dashboard. It was a lose cowl. *** Butler refused to fix that. I paid $196. Now it is in the shop again 1 week later with a leaking AC line and back Thermostat.$775 dollars to fix it. Now I am finding out that when the finance guy said was a lie too. They told me the extended warranty I purchased was bumper to bumper.. I noticed I didn't have a copy of the paperwork so I called the warranty company to get a copy because the finance office ignored my calls. The warranty has so many exclusions that it does not cover anything at all.

  Customer Answer

  Date: 07/16/2023

  So I wanted to update my complaint. After filing with the BBB and going into the *** Butler office to complain we have gotten one key fob working for the car and they gave my husband and I a check for $250 dollars towards the repairs on the car. While I appreciate the gesture the fact remains that everything that happened should have NEVER happened and it should not take people complaining to the BBB and complaining in the office for *** Butler dealership to make things right for a customer. At this point I still will never buy another vehicle from a *** Butler dealership. I am going to consider this matter closed. However I want this complaint posted on the BBB website for the general public so they know what has happened with other customers.