ComplaintsforMontrose Auto Group

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14,2023 I took my Cadillac Ats vehicle to Montrose GMC in Hermitage PA to be serviced for a slight burning smell coming from vents. After I've driven it a bit. I left the vehicle there and Rachel the service adviser informed me she would call and let me know what the issue is. The next day Rachel called and informed me that a valve cover was leaking oil on to the exhaust causing the burning smell. She told the warranty company(AMT Warranty Corp.)would cover the cost for the repair of the problem. And that I needed a new cabin air filter,but I would have to pay for that myself. I told her that was fine. A few days went by and I hadn't heard from anyone at Montrose about my vehicle. So I went up to the service center to check. The service adviser told me that the technician was having a problem with a bolt or screw ? on the engine. And that he would contact me later when the vehicle would be ready. I told him okay and then left. A few days went by when Rachel called me and said there was a problem and that the technician had a problem with a broken bolt and something that it needed more work done to the engine. More difficult work involving around the head of engine. And that it would cost $1900.00 dollars to fix it. She said she would call the warranty company to see if they would cover the cost. She then called me back and said she had bad news. That the warranty company would not cover the cost of fixing the vehicle. And that I would have to cover the cost myself. I told her that I didn't have the money and to just have my vehicle ready for me to pick up. She said okay. Rachel then called me back to inform me that my vehicle (ATS) would need to be towed away outof the service center. I then got absolutely upset and told her that I didn't tow it up there and why is my vehicle worse than it was when I brought it there! I was highly upset about the situation and just hung up. A few days went by when I went to get my vehicle. Drove it home smoking.

  Business response

  01/16/2024

  The vehicle came in and as he said it was smoking. We disassembled the top of the valve cover and other parts to affect the repair When we were disabling the pump a bolt broke and that required extensive removal of other parts to repair. He had an aftermarket warranty that refused to pay for the repair. We did not sell him the warranty.  

  Customer response

  02/01/2024

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  Regards,

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

  
  

• Initial Complaint

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 20th 2021 I purchase a 2014 Jaguar XF on July 4th driving to a local flea market I approach a red light and stopped, the car shut down. No noise of and kind. the car would not restart. I had the car told to Montrose Jaguar dealership in Cleveland OH after a few days they determined a fuse blew, a 400 amp fuse at a cost of $350,That I paid. after the mechanic replace the bad fuse with the good fuse they started the car the mechanic said that the motor is knocking and the engine need to be replace. having the car for 6 weeks and less than 1000 mile I now need engine repair. The manager at the dealership said there is nothing they can do. I traded my 2014 GMC Terrain value $13000, owe $8000. Montrose sold me a defective vehicle took my GMC. They must have none there was a issue with the care reset coolant light, reset engine light. claiming if they where reset it was because the issue was corrected.

• Initial Complaint

  05/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Chevy Colorado from them in 2018. The truck has a option called "savy driver" since it was purchased which is an electronic device which is plugged into the drivers side bottom dashboard. It is on the Montrose Auto Group App, which gives you the ability to track trip history, health scan and vehicle status. On 5/20/2021 I took it in for service. Montrose has to pull out the Savy Driver device to service the vehicle due to the computer. When done they are supposed to plug it back in. I went to Pittsburgh the next day. I called today and said my Savy Driver app was not working ever since they serviced it. My last trip history was my drive to their facility. They told me to jiggle the device and make sure it was pushed the entire way in. I located the area and the device was missing. So they didn't reconnect it. Savy driver is telling me my truck is in Pittsburgh. I asked them if they were going to replace to device they said its my fault since I knocked it off truck floor

  Business response

  05/27/2021

  can you tell me who and when you talked to ?

  Customer response

  05/27/2021

  My service appointment was on 5/20/2021 at Montrose in Hermitage. I did not check on the Savy Driver till yesterday 5/26/2021. I called the GMC service department in Hermitage yesterday 5/26/2021. I called at least 3 times trying to figure out what the issue was because i knew nothing about the device. I spoke to both of the female employees at the service scheduling department between 11:00am and 11:30am. Im not sure about the names but i think one was Rachel. 

  Business response

  05/28/2021

  I have a replacement unit coming to me and will send it to the hermitage store when I get it . We will reinstall it .

  Customer response

  06/01/2021

  From: <[email protected]>
  Date: Tue, Jun 1, 2021 at 8:44 AM
  Subject: case #15506254 not resolved
  To: [email protected] <[email protected]>
  
  
  This is to inform you that case ********* is not resolved. I sent an email on 5/28/2021 stating that is was resolved but it is not. I did locate the device in the door cup holder of the vehicle and thought it was working when in fact it is not working and still needs replaced. Evidently there are still pieces missing or was damaged when it was disconnected.  Please call me if needed.
  
  Thank You
  ****** ****** ************

  Business response

  06/01/2021

  I offered to replace it for free . Why was that rejected ?

  Customer response

  06/01/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  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. ↩