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:09/25/2023

  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 originally purchased a vehicle from this dealership. I was coerced into taking the extended warranty. I have sold this vehicle and theres still was time left on the extended warranty. I have contacted this dealership several times. They make promises to call me but dont follow through, Im tired of being ignored. I am owed approximately $550.

  Business Response

  Date: 09/25/2023

  ****** emailed me on **** at 3:56 PM and I responded by calling her at 4:23 regarding her refund.  She filled out cancellation paperwork on Aug. 23rd and we informed her at the time that she would receive her refund in 4 to 6 weeks.  When I asked her on the phone today what she was told, she told me we told her the refund would arrive in 30 days.  I confirmed with my office that the extended warranty was cancelled and the check was being sent out the following day, Sept 26th.  She proceeded to complain to me about everyone at the store and then hung up on me. Copy of ******'s email to me, the first one I received is attached.

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

  General Manager

  Kocourek Chevrolet

  Customer Answer

  Date: 09/25/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 09/28/2023

  ******,

  You requested a refund check and it was sent out on 9-27.  The check was for $630.89 and the check number is 39868.  Please let me know if you don't receive it by next week.  Thanks ******,

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

  General Manager

  Kocourek Chevrolet

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

  Customer Answer

  Date: 09/28/2023

  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.
    
  Why does Kocourek  keep customers money? Why wait until it comes to this? I believe this practice is illegal, or at the very least immoral. How many others are waiting for their funds? Perhaps this should be escalated to legal action. Something definitely stinks!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/10/2023

  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.

  We purchased a certified pre owned 2017 Chrysler Pacifica from kocourek back in September of last year. Three days later the engine blew due to an oil plug not properly put back after leaving the dealership. Got it back in October a week later had to have a spark plug/coil changed, 2 weeks later another coil/plug needed to changed a month later all spark plugs/coils were changed. Early July took the van into kocourek rhinelander for shaking/noise, found out all the rotors and break pads needed to be changed. Nothing about the noise was mentioned. Called later about the noise that was still present and was told they didnt hear anything and I made an appointment to bring it back in to get checked out. Fast forward to august 9th, The drivers side window switch broke and the struts need to be replaced, I dont understand how you can change the rotors and breaks and not know that the struts needed to be replaced and that was the noise that I heard in early July when I brought it in. So now the extended warranty ran out ********************************************************************* early July. So now nothing is covered and I again am paying more to fix up a lemon. This was supposed to be our luxury family **** its been one head ache after another since we bought it. The lady who sold it to us doesnt even work there anymore, she was pregnant at the time (****) So disappointed with the whole experience and current situation. We enjoy the van and its a perfect size for our family of 6. We would be satisfied with a reimbursement for the struts. We havent even owned this van for a whole year and it has cost us over $6000 in repairs. Not just normal everyday wear and tear that we caused. We have purchased 2 other pre owned vehicles from there and were very satisfied. This one just hasnt been.

  Business Response

  Date: 08/14/2023

  *****,
  

  After reviewing your complaint and the file on your vehicle we have found the following.  
  

  Our internal safety inspection which is attached showed we replaced front and rear brake pads on your vehicle on 8-25-2022. Total reconditioning expense on your vehicle was $2,288.99. Its attached with number one on both sheets.

  
  You purchased your 2017 Chrysler Pacifca on 9-24-2022 with ****** miles on it.  You brought it back in October where we diagnosed the engine failed.  Attached is the ** for replacing the engine which we covered 100%.  We also paid to tow your vehicle to us.  Notated with number 2 on it.

  
  You brought it back in 2-20-23 with an ignition coil issue which was repaired for $232.  Your service plan covered $32 of this as you had a deductible of $200.  This is notated with 3.

  
  Next time we see your vehicle is on 8-18-23 at our *********** Chrysler location.  Repair order is attached that shows you spent $1,293 to replace brake pads and rotors.  What you failed to detail in your complaint, however, is that your mileage was now ******* or ****** miles after you purchased your vehicle.  Notated number 4 in attachment.

  
  The side window switch and struts are currently being repaired.  Notated with the number 5, the repair order is not closed. 

  
  Your extended service plan,attached with number 6, was a mechanical advantage which would not have covered the window switch and struts.  It also was expired based on miles of ******* vs. the contract expiration miles of 114,682. 

  
  After looking at the Carfax report, you serviced your vehicle at ***** 1 LubeExpress in ********* on 1-7-23 when it had ****** miles on it.  Looks like it was for an oil change.  You next brought it to ******** in Wausau, ** on 4-13-23 for another oil change with ******* miles.  Although Carfax doesnt have all service history data on vehicles its still a good source to see the best history possible.  Its included in the attachment.

  
  Conclusion: 
  

  After reviewing the history we have concluded that we will not be assisting in any of the repairs for this vehicle.  Your complaint is against Kocourek Chevrolet which only sold the vehicle. It did come back for the engine issue which we sublated out to our ****** *** store to repair at no charge to you. Since then you have had the majority of your work completed at Kocourek ***********. In addition, you have put over ****** miles, a full two and a half years of driving for most people, on your vehicle since your purchase.  Maintenance as well ********************* should be expected by the owner and arent the responsibility of the selling dealer.  Finally, we see no evidence of you paying $6,000 out of pocket for repairs on your vehicle.