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:25/09/2024

  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.

  vehicle when to Schwab for warranty work, they informed me sept 9th that they stopped paying for rental aug 30th so had to pay enterprise ******, enterprise ***** can confirmed this, also receive vehicle back with damage

  Customer Answer

  Date: 26/09/2024

  Hey ***,

  i am actually heading out on a work trip, wont be home till Thursday. I have documentation to go with my complaint. Could you kindly give me till EOD Saturday October 5th?

  Customer Answer

  Date: 06/10/2024

  Hello ****,
  Hope all is well, will describe the experience ive had with Schwab GMC in ***** *******, Enterprise car rental in ***** ******* & *****/GMC Customer support.
  
  
  On June 18th I purchased a new Chevrolet Silverado High Country.
  August 1st traveling to ******* AB to catch a flight the engine went(3600KMs) vehicle was towed to Schwab GMC in *****, *******. This is 550KMs from my home in ********************* *******.
  
  August 28th Schwab contacted me and said the vehicle was ready for pickup, I informed them i couldn't get away due to work commitments and I was 550KMs away and i would contact ***** about getting the vehicle shipped to *********************. I contacted ** customer care and was given case #************* and was told to expect a return call within 72hrs.
  
  September 3rd was again contacted by Schwab GM and was asked why i hadn't picked up the Truck, told them was waiting on reply from GM customer care of who i called but the agent responsible for the case wasn't available.
  
  Sept 5th received email from customer care that they were still reviewing my case.
  
  September 9th was called again by Schwab and told they stopped paying on the rental August 30th and i owed enterprise for the past 10 days of rental. How can they do this, the Agent at Enterprise confirmed they only called on Sept 9th and told them they would not pay for rental past Aug 30th. But also on the ** from Schwab it says promised for Sept 11th
  
  September 10th took day off work drove over 5hrs to ************************* and another 5hrs to return. On return trip I stopped for gas and noticed damage to the hard cover back flip, the following day i washed the vehicle and found glue or resin on the body in two spots. I would like to add when the truck engine went it spewed oil all over the sides, rear of truck and i had some coming out of the cabin vents. I had asked the vehicle be detailed (decontaminated) but there was still reside on the wheel and on the inside front windshield.
  
  I've tried dealing customer care with no path forward, i am currently out of pocket close to *******, add the cost to replace the hard cover and i am looking at close to 4300.
  
  Missed flight spent 3 nights in ******* trying to get another flight out spent 1500 on food & accommodations was reimbursed 500.00,
  
  ****** - rental that should be covered by GMC
  ****** - fuel to drive to and from ********************* to get my vehicle
  ****** loss in pay taking day off work
  ****** to have the Truck detailed, got it back with oil residue still on outside an inside of vehicle along with glue on the body
  ******* to replace the hardcover.
  
  I have to send additional emails to attach all photos
  
  New vehicle purchase is suppose to be enjoyable and stress free, this has turned into a complete nightmare.

   

  forgot to add the case # with ***** was 4-33433152074

  Business Response

  Date: 07/10/2024

  Referring to previous complaint ********, Mr. ******* issue is with ************** policy and procedures.

  We are unaware of any damage to his vehicle.  Mr. ***** did not contact us of any concerns he had after picking up his vehicle.  Enclosed is correspondence from GM Cares, who has closed their case at his request.

  Customer Answer

  Date: 08/10/2024

   
  Complaint: 22341825
  
  I am rejecting this response because:

  GM Care informed Schwab,  the damage to my backflip is not my only complaint. I am out 635 dollars for the rental 250 for travel expenses 185 to have truck detailed and glue removed  and missed time from work. All documentation is included with this complaint. If better to direct the complaint to ********* let me know.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:20/03/2023

  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.

  In January, i brought my car in for a repair (oil leak). They made the repair, life was good. Less than 24hours later, my front crank shaft seal blew on hiway 2 and lost all my oil. Took it back to said dealership, they stood by their initial work, didn't think it was related to the first service but made the repairs and split it with me. Which I thought was reasonable. During my interaction with the consultant, a few details were spilled that left me feeling less than confident that they weren't cutting corners (it wasn't test driven post service and the area wasn't cleaned prior to trying to identify the first leak... little things)
  
  Not feeling thrilled with them, when I continued to have problems I chose to take my vehicle elsewhere at which point we got to the bottom of the issue. During the first service at schwab my oil was overfilled by 2L (thankfully this was documented on service orders) which blew the crank shaft seal and caused subsequent issues because they didn't catch their own error the first time and repeated it during the second service which caused subsequent power loss and poor function. They also failed to put my vehicle back together properly, causing vacuum leaks. So far, I have paid for their mistakes out of pocket twice. And despite the workorder corroborating the overfill, they do not seem willing to accept owness of the issues or willing to refund the crankshaft seal replacement which I believe I shouldn't have had to pay for, given that it blew following an overfill of oil which is exactly what would happen in an overfil situation. They have reimbursed me for the latest repairs at my new mechanics and supplied a part but are denying the overfill happened and are unwilling to refund that portion

  Business Response

  Date: 21/03/2023

  Customer refunded

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: 19625755
  
  
  
  I am rejecting this response because:

  I have not been refunded. I was reimbursed for repairs for 1 part of this complaint for the repair made after schwab damaged my vehicle. I was not refunded or reimbursed for the faulty service that cause the crankshaft leak, nor was I refunded the money I pair to repair the crank shaft seal leak that was a result of an oil overfill (shown on first w/o, 6l oil ordered for an engine designed for 4, mistake was then repeated during the repair which caused the subsequent issues that required resolutionat another shop). 

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

  Business Response

  Date: 05/04/2023

  When the
  customer brought her vehicle in the first time, it was severely leaking oil to
  the point that there was hardly any oil left in the engine. On repair order
  *****, the technician had to add oil to determine where the oil leaks were
  coming from.  Although it appears that 6L
  of oil was added, 2L was used just to determine where the leaks were.  At no time was the engine overfilled with
  oil.  Upon further inspection, we found
  the oil cooler to be leaking as well.   Our mistake was not documenting the distribution of oil clear enough,
  and we have learned from this, advising our technicians to explain the job in a
  better detailed manner that will benefit the advisors as well as the customer.

  
  When she
  returned stating there was no oil again, (repair order 50986) we determined
  that the front crankshaft seal was leaking and was unrelated to the first
  repair.  We explained this to the
  customer and offered to discount this job because, frankly, we felt her
  frustration and wanted to help her out.  The Labor Time Guide states that this repair requires 9.9 hrs to repair,
  and we heavily discounted the labor rate, as seen on Page 2, job 4, and did not
  charge any labor on Jobs 1 and 2.  Upon
  test driving the unit after this repair, another code presented, see Job 5.  It should also be noted that at the time of
  these repairs, it was -17, the weather could have been a catalyst in
  attributing to further failures.  These
  engines are known to GM as being problematic, and unfortunately, she is well
  over the prescribed and extended warranty offered by GM.  Again, we heavily discounted this job as well
  as we wanted her to be completely satisfied and safe on the road.

  
  Regrettably,
  she had further issues and took her vehicle to an independent garage who fixed
  it.  Upon speaking with the technician
  over there, it was determined that we did indeed miss an O-ring when
  re-installing some parts.  We reimbursed
  her for what she paid at the independent garage, and also supplied the part
  required at no charge to her.
  For a
  vehicle that was not purchased from us where it would have had an inspection, we
  feel that we have gone above and beyond what any other garage would have done
  if presented with the same situation.  We
  did not overfill the engine with oil, the second failure was independent of
  previous repairs.  As stated earlier,
  these engines are known for having issues and we discounted the bill in order
  to help the customer through a string of bad luck in freezing temperatures in January
  in Alberta.  We reimbursed her for the
  repair at the independent shop which we believe is fair to both parties.

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: 19625755
  
  
  
  I am rejecting this response because:

   

  i don't think you're understanding. It is not heresy that schwabs service department overfilled my vehicle with oil. This is a COLD HARD FACT. 

   

  a fact corroborated by your own workorders. Which makes your excuse convenient, but not the truth. The truth is, you've ruined my vehicle and it is STILL having issues as a result of this. My catalytic converter is likely spoiled as well as my spark plugs.

   

  i do not appreciate being lied to by your staff as they attempt to cover their mistakes. Again, this overfill did happen. This is a fact. It is also a fact that this can (and did) cause catastrophic problems that I'm still not at the bottom of. 

   

  i refuse to accept anything but a full refund of all services rendered so that I can cover the repair costs that I'm incurring as a result of your negligence.

   

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