ComplaintsforDwayne Lane's Arlington Chevrolet

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my ***** Silverado into Dwayne lanes because I heard great things about them. The issue I was having with my rig was, I lost all brake lights.I took my rig into ********************* so they can fix my brake lights, thinking it was going to be done in a week, a little over two months later, and a unhappy customer I get my truck back.During the two months of them having my vehicle, we had communication on what it could, and couldnt be that was causing my brake lights not to work. ***** from services contacted me and said we would like to remove your aftermarket alarm and automatic start system because we think that is it. He told me he did not like how it was wired from the place that did it so I gave him permission to take the system out, thinking that was the issue. At least he had me convinced it was.After them taking the system out, I still never got my truck back. I think it was a little over a month after they took my aftermarket equipment out that I finally got my truck back so Im pretty convinced that my aftermarket equipment was not the issue. I had that aftermarket system in my rig for four years before this issue Occurred with my truck and never once did I have an issue with it .After a long two months, I finally got my rig back. I go in to pay them and what they told me made sense, but was not a happy customer.*****, the service rep told me there was a short on my wiring harness and that it had nothing to do with my aftermarket alarm and automatic start system. And at that time I knew they took the system out and that I was going to pay to get it reinstalled. I also noticed they cut my wires to my aftermarket mirrors and then tucked them away. I brought this to Jasons attention when I picked up the vehicle and he offered to take some money off to make it right but I dont think it will ever be right what they did to my vehicle and how I got it back .Something different Going back to the aftermarket alarm system and automatic start . After contacting the company that installed my aftermarket alarm and automatic start system, they said it would be around $495 to get it reinstalled. At that moment I knew I was not responsible for that and that ********************* was. They told me that , the issue with my brake lights had nothing to do with my aftermarket stuff, and that it was a short on a wiring harness. But what they put on the receipt was something totally different, and I think it was to cover themselves.. they had my truck for a little over two months with not a lot to show and I think on the very end it cost me $3700. After Dwayne lanes returning my I contacted ***** regarding Dwayne lanes, paying to get my aftermarket equipment reinstalled and they declined. I then contacted the service manager at ***** lanes and he declined at that point. I just had enough and didnt know what else to do, all I knew is, I was not responsible to pay to get my equipment reinstalled. At this time I was thinking about taking them to court and letting a judge decide, but I thought Id give them one more opportunity to make things right, I left a review on ******* I noticed that the owner would reply on the reviews that people left so I thought for sure this would be settled appropriately. But it never came and I go on there every now and then just to check. . And I still have not taken them to court mainly because I dont have the time or the money to do so..The conclusion of all this is, I think *********************** is responsible for the bill of getting my aftermarket equipment reinstalled.

  Business response

  04/19/2023

  Customer brought truck in for Several different electrical problems and after checking several computers and electrical problems we told him it needed a Body Control Module (BCM) Then he told us he just had it replaced at another dealership and they could not program it and  he had a aftermarket alarm and other aftermarket items wired in to his factory wiring harness. After pulling the console and part of the dash we called the customer and told him That the factory wiring has been cut and spliced as you can see attached picture and that we needed to remove the aftermarket alarm and wiring do to the connectors and wiring not making good contact and that we could not install the aftermarket alarm etc. back into his truck. He Ok'd all the work and after truck was done and picked up he then said the people that installed the after market items said nothing was wrong with the wiring. He never once said the truck was still acting up he just wants us to put all the alarm or pay to have it put back in the truck when it was causing all his problems. If I can be of any other help please let me know Thanks.      
  
  
  

  Customer response

  05/01/2023

  I ended up missing my response time within the seven days. I am not done trying to resolve this matter. I have a letter from the business that installed my aftermarket electronics that Dwayne lanes is saying caused the issue. It should help clarify that my aftermarket gear had nothing to do with the electrical issue. I was having with my pick up truck.

  Business response

  05/16/2023

  First of all this was closed  back in the end of April according to the BBB.  Bellow is what we wrote the first time and I will add a picture to show why the wiring was a issue as well.  
  
   
  
  Customer brought truck in for Several different electrical problems and after checking several computers and electrical problems we told him it needed a Body Control Module (BCM) Then he told us he just had it replaced at another dealership and they could not program it and  he had a aftermarket alarm and other aftermarket items wired in to his factory wiring harness. After pulling the console and part of the dash we called the customer and told him That the factory wiring has been cut and spliced as you can see attached picture and that we needed to remove the aftermarket alarm and wiring do to the connectors and wiring not making good contact and that we could not install the aftermarket alarm etc. back into his truck. He Ok'd all the work and after truck was done and picked up he then said the people that installed the after market items said nothing was wrong with the wiring. He never once said the truck was still acting up he just wants us to put all the alarm or pay to have it put back in the truck when it was causing all his problems. If I can be of any other help please let me know Thanks.

  Customer response

  05/17/2023

  Better Business Bureau / Dwayne lanes:
  
  Hello again.
  Im happy that you responded back to me and gave me another chance to explain. I have hear attached, an email from mobile music, where my aftermarket automatic start and alarm system was installed. That should clarify everything. And I would like to also respond by saying I only brought my rig into your facility for one reason and one reason only because it did not have any brake lights, so Im not sure why youre saying I brought my rig in for a many electrical issues. That statement is totally untrue, so at this point, since you have the statement from mobile music, therefore, in my right mind, you are responsible for the reinstallation. 
  
  Another thing I would like to add, is your technician that worked on my truck did not know what he was doing and that statement is based off the conversation Ive had with mobile music and can we also not forget the wires he cut and try to hide from me that went to my mirrors. ***** in services made it right by taking. I think it was $100 off dont quote me on that but the point is those wires had nothing to do with my brake lights and he still cut them and did not reinstall them. he left them off, so after all that said, and done , you have got to look at the big picture and realize that you are responsible and just do the right thing.
  
  Sincerely,
  
  ***************************

  Business response

  06/01/2023

  We have to go by what ************** says since he is a GM certified world class technician and we have sent a picture along with our explanation.  The Customer approved the repair before any work was performed on the Vehicle and also told the customer that we would not reinstall the equipment before we started the work .  

  We still stand our decision on this mater.   

   

   

  Customer response

  06/06/2023

   
  Complaint: 19953454
  
  I am rejecting this response because:

  This is outrageous. You have mobile musics testimony on their installment and it has nothing to do with the brake lights. I think your technician needs to get re-trained and you might need better training in customer service and I hope the owner learns a valuable ******* They will never get my service again. Why is this so hard for you to comprehend that your technician is wrong? 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I live in ****** ******. I have Autism. I am 58 years of age. I love cars. I am currently interested in purchasing a 2019 ***** Insight Touring EXL, XL. I was shopping on cargurus.com and there was one red car in ********** with cloth interior and one blue car in Arlington WA with leather. I believe the listing was $24,999.The red one got away before I could test drive it.On April 8, 2022, I stopped in Dwayne Lane's Chevrolet to have a look at the higher mileage blue Insight. I met with a car salesman who was very nice. He, however, could not list the car's price. I inquired and stated that it was listed quite low at $24,999 but comparable to the *********** recently sold in **********.I wrote an offer on the spot. I proposed 8K down and 16 financed plus ***** from my checking.I may not have offered the 1K from my checking.I noticed that my credit and a loan had been requested from OCCU my **************** credit union since ****. I did not note any amount online but I noted that it had been refused.I keep very little in checking and most in my 401K ****.I spoke again with the dealership on Thursday afternoon. I still believed the price of the car was just under ****** plus licensing and fees, no purchase taxes because i live in OR however there is a small registration and title fee transfer because I have UO vanity plates. This car had high miles 46-48000 miles.On Friday, April 22nd I was in contact with the salesperson and he let me know that ***** from the dealership wanted to talk wtih me and make sure I wasn't being taking advantage of" I said Okay.When I received the purchase order via my phone I was completely and utterly dumbfounded, the price listed at ****** plus offering ***** additional for warranty I was sitting outside my credit union ready to drive the check up to WA. 3K in 7 days?It felt to me that the organization had repriced the vehicle based on what I was approved for.I believe that the oral contract should be met. The offer = *****

  Business response

  04/29/2022

  Attached is proof of the email showing price was given at the very beginning before she came in , proof of the values, all the 2019 ***** Insights with touring edition showing car gurus with average value of $31,528 and her trade in value according to ***** Blue Book.  Also Below is a Statement From the Manager that was on duty at the time both when she was here and when she was calling in to get her declined approved via OCCU in house only not through the dealership.   ************************* submitted a lead first to Dwayne lanes on 04/14/2022 at 7:02pm (after hours). ******************* responded to the customer on 04/15/2022 at ****** by text,followed up by an email and call between 9:50-9:54 on the 15^th to the number and email provided by the customer. In the email sent he quoted the price of $29,888 on our insight, and while on the phone with the customer he set an appointment to meet the customer at our store at 10AM. The customer did not arrive right at 10 but closer to 2 pm with a visit at our dealership started by **** at 2:00pm exactly when the customer was on the showroom floor.They proceeded to test drive the car and come to agreement the customer was interested in purchasing the vehicle. They came inside, and **** decided to move forward with the purchasing process. **** filled out a credit application and a customer purchase proposal sheet which allows us and the customer to best understand the breakdown of a vehicle price, trade value desired/what they still owe, desired down payment and monthly payment they are wanting to be at.On this sheet that was filled out in front of **** was a purchase price of $29,888 (same number that was quoted in the email to her that morning) a desired trade value of 15-16,000, $0 desired own payment and monthly payments were left blank as she was unsure of where they would fall based on term. She had expressed to **** she would like to work with **************** credit union as they finance her current loan. **** printed a credit application and **** signed it in all 4 spots granting us permission to check her credit and secure financing. He brought the deal folder to the desk and explained what **** wanted to accomplish, I let him know it would be a few minutes while I ran credit and looked at values of her vehicle. I proceeded to check her credit and saw there *** be an issue with securing a new loan, and that Oregon *** be the wrong location to submit her too. But because of the customer's request of only checking with them I wanted to only submit the application for financing though CUDL to **************** credit union. This process from the time the visit at our Dealership was started to when I was ready to submit the deal for financing was 24 minutes (2:00pm-2:24pm) on 04/15/2022 in which the customer was present on our showroom for. I let **** know the challenge that *** come up and he proceeded to go let customer know, who at that time had gone to the restroom. She came back from the restroom and told **** that she needed to leave as she had a client that needed her and could come back as soon as we had something from the bank to buy the car. I was unaware she was leaving till I saw her driving away in the ***** she planned to trade to us before I could go drive the vehicle to appraise. **** passed on what she had told him to me and that she would return once financing had gone through to buy the car if it would be quick. I let **** know I need to drive her car to get a value but went off the customers word that it was in perfect condition. Kbb clean trade on her car was $13,614 and I put a value of $14,000 to help a customer get into the car she wanted. I submitted to OCCU and only to them, which they responded quickly that they would not secure financing for her, I then addressed **** and he reached out to the customer by phone with no answer which he was told by her that she does not like to talk on the phone but would rather text. She proceeded to ask questions about term and payments to financing which we could not provide as we did not have approved terms through a finance location, we did however let her know the value of the vehicle she was trading into us of $14,000 when she asked. I asked **** to please ask her if we had permission to send to another lender and was told OCCU was who she wanted to go through only and that there should be no reason they will not provide her with the car loan. **** asked her about money down which she then explained she could put $6,000 down, with that info I called OCCU and talked with an underwriter on staff at that time and let them know the update of the $6,000 down. At which point I noticed that sales tax needed to be removed because she lived in Oregon and updated them on that as well.After 2 phone calls to them they still decided to not supply financing for ****. We let her know and she opted to go to the location closest to her (by this time she had driven home to Oregon).She provided a number to the gentleman she worked with named ****, I called him to discuss why they were willing to provide financing in house but not over the dealer Cudl system directly through them, and he was unsure of what happened. In the end the texts from **** to **** were my **** on a ****** car after occu is paid off would leave 18 financed? In which **** responded yes that sounds about right. He proceeded to ask me we are financing about $18,000, right? I answered yes, we are. He let me know that OCCU was just waiting for a purchase order to be sent to cut a check for us and she would bring it down and sign the rest of the documents. Our finance manager on staff at the time printed a purchase order and sent it to **************** for $18,226.50. The math on this purchase is as follows

   

  $29,888 purchase

  14,000 trade value -$7857.10 owed still to OCCU. Leaving $6,142.90 in equity.

  $29,888-$6,142.90=23,745.10 (about ****** as she said after OCCU was paid off)

  $23,745.10-$6,000 down is $17,745.10

  $17,745.10+$150 doc fee and licensing of $325 (which is trip permits and would only be $60-90 depending on how many she needed as it is her responsibility to license the vehicle in her state) which was overlooked and would have been corrected and reimbursed at the time she was here to sign.

  $17,745.10+150+325+$6.50 ems fee=$18,226.50

  To claim we never disclosed price, which **** did over email before she arrived and in person on a customer purchase proposal sheet is just not accurate and a business practice, we do not condone at Dwayne lanes. We went above and beyond to accommodate her and her requests she was making of not being comfortable talking on the phone and being in a building for too long to make sure she did not feel pressured and was comfortable with her purchase.

  ************************* | Sales Manager

  Office: **************

  Dwayne Lane's Arlington Chevrolet, ***** *****************, Arlington ** 98223

   

   

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