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Business Profile

New Car Dealers

Willis Chevrolet, Buick
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Willis Chevrolet, Buick's headquarters and its corporate-owned locations. To view all corporate locations, see

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Willis Chevrolet, Buick has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:06/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On April 4, 2024 I dropped my vehicle off at Willis Chevrolet in Smyrna DE to be serviced on April 5, 2024 for scheduled appointment for an oil change, tuneup, and transmission drain and refill. The car was running good with no rough idling and no issues with shutting off until after my vehicle was service at Willis Chevrolet. I paid Willis Cheverolet $450.25 for the service. I contacted Willis Chevrolet service department and told them my car was rough idling and shutting off and asked them for an explanation, question them as to what happened and can they fix my car, the service department refused to fix the issue stating the car was rough idling when it came in, which is false. I keep the maintenance up on my vehicle and wanted to get my car service before vacation. I went on vacation from April 6, 2024 to April 14, 2024 in Puerto Rico and had my 2016 Chevrolet Cruze delivered to the Hertrich Chevrolet of Dover on April 13, 2024 to be serviced on April 15, 2024. On April 15, 2024 I received a call from Hertrich Chevrolet of Dover stating that I would need to replace the engine after they assessed and diagnosed my vehicle. Willis Chevrolet in Smyrna DE is at fault and should be responsible for all repairs needed to my vehicle due to the faulty repair work from Willis Chevrolet in Smyrna DE and based upon the assessment and diagnostic from Hertrich Chevrolet of Dover. I have attached documentation from Willis Chevrolet in Smyrna DE that performed services on my vehicle and I have attached documentation from Hertrich Chevrolet of Dover who assessed and completed a diagnostic on my vehicle. I am a single mom and I need transportation. I have not heard anything from Willis Cheverolet in regards to this matter.

      Business Response

      Date: 07/01/2024

      This vehicle was scheduled for oil change, spark plugs, air filter, cabin filter, and transmission service. The vehicle came in with the check engine light on and multiple codes in the computer. By replacing the spark plugs it did not take engine miss away. No diagnosis was performed as technician noted in his comment on the repair order. 

       

      Customer Answer

      Date: 07/10/2024

      Better Business Bureau:


      I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.


      Hi,This matter has not been resolved. I am unable to drive my vehicle. Willis Cheverolet Buick should be responsible for the faulty work on my vehicle. They have not contacted me to resolve this matter. According to Hertrich of Dover I need a new engine and other things done to my vehicle. I have attached documentation explaining what Hertrich of Dover found wrong with the vehicle after it was serviced by Willis Cheverolet Buick. Hertrich of Dover explains that the spark plug and cylinder were soaked in oil. My vehicle was driving fine before I took it into Willis Cheverolet Buick to be serviced. If you could help me with this matter I would greatly appreciate it and advise me in the next steps to take. Thank you for your time and patience.

      Regards,
      Complaint ID: 21879579
       



       

      Business Response

      Date: 08/05/2024

      As we stated before this vehicle was scheduled for a oil change, spark plugs, air filter, and transmission service . The vehicle came in with the check engine light on and multiple codes in the computer. By replacing the spark plugs it did not take the engine miss away. No diagnosis was performed as technician noted in his comment on the repair order. There is nothing we can do for ****** ***** as we are not at fault.

      Thank you ,

      Service Manager

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