ComplaintsforGarber H Inc

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2017 **** ****** sold to me by ****** ***** on Wednesday, 5/31/23. The sales price was $17,722.72. According to ****** **** ***** the car is valued at a range of $8,951-$12,008. In addition to this fact, ****** ***** sold this car to me with an open recall (front flexible hose) that was on public record as of March 2023. Since purchasing the car, I've had to buy a new battery (the battery that came with the car was severely corroded). I've had to have my car jumped at least 8 times during an 11-day period due to it not starting. I've gone through two bottles of coolant because the car overheats. Adjusting the internal heat of the car didn't help. So I've towed it back to ****** to take the car back, fix what needs to be fixed and adjust the price, or give me a better car.

  Business response

  07/14/2023

  We are trying to get in communication with the customer. Our pre-owned manger left a message and we are playing phone tag. Please have her call **** ******* at ************ ext. **** 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/8/23 I entered into a transaction with Garber Honda to purchase a Chevrolet Sonic 2012. This decision resulted in significant difficulties and financial strain. Shortly after purchase, I discovered that the car's heating and cooling system was broken, an issue not disclosed to me during the sales process. I immediately took the vehicle to their service center for repairs, but the problem persisted even after their purported fix. I contacted the dealership again to schedule another service appointment. They informed me that the heating and cooling issue was a major problem that needed to be addressed by a Chevrolet dealer, which would require the car to be kept for two days (verbal phone call). I just recently experienced a catastrophic failure with the car's transmission. The issue, which initially presented as a subtle change in engine performance, rapidly worsened since the time of purchase, rendering the vehicle unreliable and unsafe to drive. I was given an estimate for the replacement of the transmission, which would cost approximately $6k. Given the escalating nature of the problem, I believe it existed prior to my purchase, indicating either a deliberate attempt to conceal or a severe lack of due diligence on the dealership's part. I invested a substantial portion of my savings in purchasing this vehicle, with the expectation of reliable transportation. As a participant in an ********* internship this summer, I relied on the vehicle to travel from New York to Mississippi for my assignment. With the car now inoperable and the lack of reliable transportation in a rural town thousands of miles away from home, I face challenges in meeting my basic needs. Resolution Sought: 1. Full Refund: I demand a complete refund of my transaction, considering the multiple undisclosed and pre-existing issues that have compromised the vehicle's safety, functionality, and value. 2. Cost of Service at Chevrolet Dealership: $150.18

  Business response

  06/16/2023

  We have acknowledged her complaints and wish to have a conversation. All of our attempts have failed. Please have her call Sean C****** so we can work towards some form of resolution ************

  Customer response

  06/27/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
  I request an official (documented) offer of the service warranty, including all terms and conditions. I would like to know who will be following up with me about this case, and when they will get back to me. I was not informed that Sean, who I have been talking to, would be going on vacation and I was not given any alternate contacts.

  The car is still driving but it is shaking and clearly unsafe to drive. Common knowledge says that driving with a bad transmission is unsafe, and I need to have it addressed ASAP. Overall, I need 1. who I can reliably contact and follow-up with at Garber, 2. the concrete timeline for addressing this issue, and 3. written notice and documentation any/all offers. The service warranty option puts me in a difficult position of waiting for the transmission to fail while I am operating the vehicle, which is highly unsafe. 
  Regards,
  ****** *****

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2022 when the problem started and taken to the dealer in November for the first time our vehicle a 2020 ***** ***** ***** has been to the dealership 4 times to be repaired for an infotainment issue. In Nov. the dealer explained that the wiring harness needed to be repaired. It was taken in and "repaired", then the issue started again, taken to the dealer. The dealer explained that the system was never reset at the time of the wiring harness repair. During September and October my wife took 11 videos of the issue, the system either does not work screen will be blank, will only show partial information, loud crackling noise through the speakers. It never got any better and in fact only worse happening more frequently. Then on Dec 2nd was when it was taken to the dealer again, for a floor harness replacement. The part on back order took until January 18th, 2023 to arrive we picked up the vehicle on the 20th. The issue started, and it was, a phone into the USB cord the info screen immediately went blank for a few seconds then the system restarted, it then tried to play the audio from the phone, it did not play any audio, and then it wanted to switch to the radio but couldn't. phone unplugged The radio would not come back on, the screen said device connected, no device connected, then it said audio turned off, then it said audio on, no audio could be heard at all, no matter what button option was pressed. Called the dealer and headed back When turning around we stopped and turned off the vehicle, turned back on and the radio began to work . Then today the 24th the dealer contacted and said they are going to replace the amplifier. at my wife's request the only work order we have been given of what has been done to our vehicle, and it is now billing our extended warranty and told not worry about that, it's ok. the car is not 3 years old until June of 2023 each receipt for the loaner is incompletely filled out no dates, we have them as record. .

  Business response

  01/25/2023

  Mr. ******, I am very sorry your vehicle has been in repeatedly for this wiring harness issue. Unfortunately, there has been many customers, like you that have been involved with this ongoing issue. 
  I would like to speak to you if you could call me on my direct dial number of ###-###-####
  
  Kevin I. P*****
  General Manager/Managing Partner
  Garber Automotive

  Customer response

  02/24/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. BBB spoke to the customer and the following was relayed:We currently have a vehicle that is not safe to drive and would like to know what steps the business has taken and is currently taking to assist us with ***** USA. We understand they are in the middle but we have been without a vehicle for a long time and would appreciate any help available at resolving this. Regards, ***** ******

  Business response

  02/28/2023

  I am very sorry this is taking a while. We have been in communication with ***** & there is nothing we can do to speed this process up. I have tried many times to reach out to you with no success. As I have shared in the past my direct dial number is ###-###-#### Kevin I. P*****Managing PartnerGarber Automotive Rochester, NY

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased ***** ****** June 2021. I went to the dealership 3 times (9/2021, 6/2022 and 1/6/2023 complaining about a squeaking noise when backing up on a cold, rain and damp day and they say it’s normal. I had a 2014 ***** and never had this problem. It’s embarrassing. People stop and stare at you in parking lots. I read the only way to solve it is change the brake pads and that’s what I’m requested from the ***** Headquarters ticket #********, and they cannot cover it because Garber told them it was normal. So my complaint is with actually with Garber. I’m attaching the Garber service invoice and tried to attach the squeaking sound I have recorded, but it won’t let me attach the sound. I tried everything. I’m attaching the recent service from Garber and also a recording of the noise.

  Business response

  01/25/2023

  I am sorry you are having thus issue with the noise. I have more questions than answers, but I have spoken to our service manager Mike S****. Please call him at ###-###-#### etc. **** & he will personally set an appointment and get involved to resolve this situation ASAP. Respectfully,Kevin I. P***** General Manager Garber Automotive 

  Customer response

  02/01/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and the business made an appointment to recheck my vehicle on February 9, 2023. I will see if they can correct the problem at that time.  Regards, ***** *******

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  03/07/2022 looking over paper work and was charged 759.00 tire and wheel and 415.00 KEY total 1,174.00 first time in 68 years ever hear any one charging for tire and wheel and key then on the same paper has AFTERMARKET/ACCESSORIES 1174.00 is this something new

  Business response

  03/25/2022

  The tire and wheel is a protection should they they damage a wheel or a tire on a curb or pot hole. The key protection is another product sold in the event they lose a key fob. Both are products Sold & if the customer doesn't want them they cancel. Both the customer and the son were present and they agreed to both products. 

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my car at the shop the car and keys....waiting for a while by them and excuses heard but then they fell out 4 weeks once insurance disengaged, did not pick up the phone or returned messages for 2 weeks. I came and yes, an unannounced...miracle happened. They actually have the part and it was the same day I showed up unannounced. They do not have keys, "we lost them. If you bring your second key, we can try to see if we can repair Monday or Tuesday." ??? Really? I have to bring you 2nd key to lose and spend my time traveling with gas money and time. Why would I just be freely distributing keys....When spoken with their local manager, Mike S****...He just decided to act like I am stupid and do not know what I am talking about since to him, lost keys is not an issue and he did not think crew will do. I guess they assume ownership of your property when they take it and you have to remind them to do their job calling for an update while he probably gets satisfaction from seeing customers struggling as an opportunity to drain money from them at the time. It is very interesting that until I showed up unannounced, nothing happened but otherwise they would continue vandalizing my car and call me later when there would be nothing else to take from it. NO WAY parts came in the same day I was there... and Mike said, "there is nothing on paper I can send you to testify to it. We do not do it. " And who has my key and my personal information using their position at the company to drain it for own agenda and profit. How do I even know that initial damage was not done by someone from their crew collecting information and using it for their own profit? If anything happens and they refuse to provide written attestation on safety...how do I know they not creating issues to have me pay more? Or do they think that if I am an immigrant they can do whatever? Maybe they do not think they dealing with an illegal immigrant who will be scared and won't question practices regardless?

  Business response

  03/01/2022

  I spoke with customer for the first time yesterday. Yes she is correct we did lose her keys & have admitted that & will be replacing it & reprogramming her other key fob so they both will work at our expense. It is rare to lose keys, but every blue moon it happens. As far as her not believing the catalytic converter Just came in I can 100% quantifiably prove that is the case, see the attachment. These catalytic converters parts are on national back order . The car is done & ready for pick up.

  Customer response

  03/02/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The part received on Fri and you held call ALL SATURDAY AND ALL PROCEEDING DAY and never bothered to call about it or at least, return previous messages. That is reluctance AND NEGLIGENCE IN BUSINESS. THERE IS NO REASON THE CAR SHOULD BE WITH YOU FOR 48 HOURS WITHOUT ANY FOLLOW UP BUT THE BIGGEST CONCERN IS BELOW YOU PROBABLY WOULD NEVER CALL AND FORCED ME TO PAY OUT OF POCKET FOR RENTAL FOR YOUR DEFICIT IN PRACTICES. YOU DID DRIVE MY CAR INCLUDING MILAGE AND INTERNAL PARTS DEFICIT FROM ORIGINAL DATE OF DROP OFF. AND THE KEYS YOU HAVE AND DID HAVE WHILE USING MY CAR FOR YOUR INDIVIDUAL ENDEAVORS THINKING AN IMMIGRANT IS OWING TO PLEASE YOUR DESIRE FOR PROFIT. I DO NOT HAVE THE EARINGS FOUND TODAY IN MY CAR, THE LIPSTICK AND DO NOT SMOKE WHILE ASHED FOUND AT THE TRUNCK OF MY CAR. WHO KNOWS WHAT ELSE WILL BE FOUND AFTER STATE INSPECTION. THE CAR WAS REPAIRED IN THE PAST AND YOU DROVE IT, PARTS YOU CLAIMED YOU INTALLED WHERE EITHER FROM SOMEONE ELSE'S ORDER OR OFF MARKET BY YOUR MECHANIC. 

  Regards,
  
  ********* ********
  
  

  Business response

  03/04/2022

  I am very sorry you feel the way you do. The two errors we did indeed make is not correctly and properly contacting you along the way & letting you know that these parts are indeed on national back order. The second error is misplacing your keys. Both of these are 100% on us. We did admit these errors and paid for the lost key. If you find your other key we will reprogram it at no cost as well. As far as you saying this was someone else parts or used, that is 100% incorrect & we showed you that your VIN# and the part came in the day we said. I understand you don't have confidence in us & understandably so, but we did repair the vehicle and return it to you. as far as ashes and things taken, I have no way to see what was in your car and what isn't. I can say that we see 50-75 customers cars a day and I don't hear these types of issues. On the rental car, I don't know what policy has or doesn't or if you paid for rental coverage. Some customers elect not to have that to save money. As a final goodwill gesture I will pay for 1 week of the rental. Simply send me the invoice showing that You paid not insurance & I will reimburse you. e-mail **********************

  As a result if your choose not to use us going forward I understand. My sincere apology for not effectively communicating and losing your key. Please send me the information I I will make sure we send you the money for the rental.  

  Respectfully,

  Kevin I. P*****

  Managing Partner

  Garber Automotive

  Customer response

  03/05/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below

  The fact of never happened is not an explanation of foreign items in my car and surveillance camera record is a great tool to litigate the matter and confusion. I have been a loyal customer for years so I do not know what is your hiring process or level of supervision in business but it is deficient and desires improvement. 

  The parts documentation you can show me as supposedly you had documentation on parts coming in Saturday being 2 hours before I showed unannounced. That is the biggest red flag that brought me to suspicion. You only provided evidence for reasonable doubt. Honesty and integrity were never amended and will never in life will be dismissed despite pandemic or any other social circumstances, and it is lifetime integral element for success in business operations regardless industrial specializations. Yes you did a mistake and maybe, had oversight on someone's practices at work - own it and do not spent time excusing yourself or anybody else. I work in medicine and things do happen unfortunately...I do not look for excuses but solution and resolution via prevention strategy, and even most of the time it is a staff member who made a mistake who is my subordinate. Mistake might be of many causes and not necessary one person blame. Being able to own and acknowledge is a skill at leadership level. Denying everything will not get anybody anywhere and will benefit nobody. And it was what your local shop manager did when he called me initially. It was second red flag. Why would he assume I am stupid and he could sell me any information?

  I had my car for years and I know if and when something was done inside out. Supposedly, inspection was done by you but as soon as I left I had to set up repairs for breaks change, AC system replacement in addition to service B light. They did not see light on when last time started the car. You do not have surface area on your dealership lot to put amount of mileage on my car that was found from the point I dropped the car. I am not sure why would you wax seats...cleaning evidence. I did not order partial detailing and never consented. It is the third red flag. I wanted the bare min to be done so I stop paying rental out of pocket that I am sure is not your concern. It is not my subjective opinion but evidence identified on inspection that was done as soon I picked up the car. I do believe one of your crew members has keys and did not admit knowing their legal liability for found evidence. Learning process of responsibility takes place later rather than earlier for some of people in life. Warn your crew that I have surveillance by my house in case they decide to gain access to my car with keys they have. 

  I work full time and am not on welfare at expense of taxpayers. I value my investments and if the repairs needed, I will do and pay for quality. BUT I will defend myself at all times and value of my investments at all times and won't sell for less if people desire to take advantage because they think of opportunity and believe in their entitlement for whatever reason.

  We can close this case on here. I think it is not getting outcomes desired. 

  
  Regards,
  
  ********* ********
  
  
  
  

  
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new 2022 Honda ******* ***** on 10/25/21, within 72 hours of bringing it home it developed loud dysfunctional sounds whenever the cabin air was running. We brought it in the next Tuesday as we were already scheduled to have additional accessories installed that had not been available at the time it was purchased. I was then informed that the vehicle would need over $3000 worth of work to repair damage to the cabin air system from rodents. This is a vehicle with less than 300 miles on it. The dealership is making the claim that the damage is in no way their responsibility, and that it occurred entirely after purchase. We have been in our current house for 1 year, no rodent damage to any of our vehicles or those of family & friends who have visited. The prior owners lived here for 15 years, with no rodent damage to any of their vehicles. Yet somehow there is such an overwhelming rodent problem that it has led to such damage only to this one vehicle. This supposition is ludicrous at face value. This is damage which should be covered under warranty as it likely began prior to sale. That or there is something inherently attractive or flawed in the design of this vehicle that it is the only one to have been impacted. I still feel that this is the right vehicle for our family and our needs, but if this issue cannot be repaired by the dealership then I would also be willing to accept exchange of the vehicle for the price paid credited toward a different vehicle.

  Business response

  11/05/2021

  I certainly understand the frustration, but this vehicle was only on our lot for days, not months or a year. It is impossible to say when or how this happened. It has just started to get cold & rodents often do this. We are unable to buy this car back and we have advised the customer to contact Honda and see if they would replace the vehicle.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had damage down to my car and the collision shop I would normally use was closed by the dealer, so I was directed to Garber Collision. I’d had issues from the beginning, being spoken to in a disrespectful manner, for example being told that I couldn’t be informed of a time or plan because “they would have been lying.” When I got my car back, there was dust on the paint, among a few other repair issues. I then had an issue which required my entire radio to be replaced. Once that repair was done, I drove 40 minutes to Garber Collision to have the work that needed to be done assessed, and an appointment was made. When I got my car back, the brand new radio console had numerous scratches. When I called I was basically told I must have done it because there was “no way” it happened at the collision shop. I did NOT make the 10 scratches. My year old radio was replaced and there were zero blemishes, why in a matter of weeks, would I do this to a brand new console?! I didn’t.

  Business response

  09/14/2021

  We replaced the screen and this is now resolved

  Customer response

  09/15/2021

  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 would like to note that at no point did anyone from Garber Collision actually reach out to me to inform me of this decision. Instead, someone from Garber Subaru contacted me to ask me when I could bring in my car for the screen replacement. That was how I found out there was a resolution, someone else told me. While the complaint was resolved, the customer service of this business is far less than ideal. 
  
  Regards,
  
  ******** ****
  
  
  
  
  

*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. ↩