Complaints

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• Initial Complaint

  Date:08/23/2022

  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.

  Bought a 2018 ***** traverse back in January the transmission started slipping after 2 days of ownership took back to the dealership. They flushed it and not even a month later it was doing the same slipping. Needs a new transmission(sat at dealership for 4 months). So we have them do all the work. Not even 24 hours of having the car again the transmission is shot. No reverse no gears 1,2 and 3. Not standing behind it and won't make it right with trying to trade it off. Still sits on the shop as I write this. Have only driven it 1.5 months since owning and paying on it for 8 months.

  

  Business Response

  Date: 09/26/2022

  Regarding Mrs. ************************************ No. PCM/2022/5376835/c
  
  I view this situation with ********************************** to be closed as Whitewater CDJR has repurchased the 2018 Chevrolet Traverse with VIN ***************** from ********************  
  
  But to set the record straight, here is the response to *********************** complaints. 
  
  ******************* on 01/15/2022 purchased 2018 Chevrolet Traverse from us with ****** miles on it.  The Traverse was disclosed to her AS IS with no warranty implied by dealer.  ******************* did purchase a Service Contract from Whitewater CDJR underwritten by Zurich NA.  
  
  On 01/25/2022 ******************* brought the Traverse back to ** with the complaint of a shake while accelerating in lower gears.  ******************* was provided with a loaner vehicle at that time free of charge.   An ASE certified technician inspected the Traverse and found that the torque converter was slipping.  Our technician followed manufacturers guidelines and dropped the transmission pan and inspected the fluid, screen, and filter for debris and found none.  The technician then replaced the filter and screen with new units, resealed the transmission pan, and filled the system with 5.3 quarts of t-4 fluid.  The technician then scanned, and test drove the Traverse and found the transmission to be operating properly at that time.  Whitewater CDJR goodwilled the repairs to ******************* on the Traverse.  ******************* had no out of pocket expenses.
  
  At some point in March of 2022 ******************* cancelled the Service Contract that she purchased from Whitewater CDJR underwritten by Zurich NA and was refunded a prorated amount back to her.  ******************* then purchased a Service Contract from Affinity Plus FCU underwritten by ******** when she refinanced her loan with them. 
  
  On 05/04/2022 ******************* brought ** back the traverse with complaint of a harsh shift.  ******************* was provided with a loaner vehicle at that time free of charge.  An ASE certified technician test drove the vehicle and confirmed the transmission was shifting hard.  The technician then dropped the transmission pan and found the fluid and screen to be contaminated with metal shavings from the gears and clutch material.  The technician suggested a transmission replacement at that time.  Whitewater CDJR contacted Mrs. ******** service contract provider ******** with the technicians' findings and ******** authorized the replacement of the transmission with a used unit provided by LKQ.  It took LKQ till 06/22/2022 to provide us with a used transmission.  The used transmission was installed by an ASE certified technician, the technician scanned, and test drove the Traverse and found it to be operating correctly.  The traverse was returned to ********************  Unfortunately, the day after the Traverse was returned to ******************* the used transmission provided by LKQ failed.  ******************* returned the Traverse to Whitewater CDJR and was provided a loaner at no charge.  Whitewater CDJR reached out to ********, but they would only authorize another used transmission from LKQ.  It took LKQ till 08/20/2022 to provide us with the second used transmission.  Whitewater CDJR has no control over what an outside service contract provider authorizes for a repair or how long it takes to provide parts for a repair. 
  
  We at Whitewater CDJR have the utmost sympathy for *******************, but we feel like we have gone above and beyond the call in this particular situation.  ******************* was given a loaner free of charge while her Traverse was here for repairs.  Had ******************* kept the Warranty that we sold her through Zurich NA she would have had her transmission replaced with brand new unit when our technician found metal shavings and clutch material in the fluid on 05/04/2022.  She not only would have had the transmission replaced with a brand-new unit immediately she wouldn't have had to wait almost 2 months for a used transmission that failed immediately to have to wait another 2 months for another used transmission.  It's truly a shame that your office allows such substandard Service Contract providers like ******** to operate in the ******************.  
  
  Being that ******************* purchased a used vehicle that was sold disclosed As Is, Lemon Law does not apply.  That did not stop Whitewater CDJR from doing the right thing by good willing repairs and loaner vehicles as well as repurchasing her Traverse. 
  
  Best Regards, 
   
  
  
  *********************
  
  General Manager
  WHITEWATER CDJR 
  OFFICE: **************
  CELL: **************
  ************************************