Complaints

This profile includes complaints for Bailey Chevrolet GMC Co's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bailey Chevrolet GMC Co

  720 E Main St Willow Springs, MO 65793-1528

• 

  Bailey Chevrolet GMC Co

  PO Box 70 Willow Springs, MO 65793-0070

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:05/30/2023

  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.

  Purchased a CPO vehicle from this dealership, and are continuing to have same issues since last time they "tested" the vehicle in March. Vehicle is under warranty (which is timely), and they inform us that they can't get us in for repairs until more than two weeks from now.
  We just want the vehicle fixed.

  Business Response

  Date: 06/05/2023

  
  To whom it may concern,
  
  
  
       I personally have spoken with Mr. ***** ( the other owner ) on this
  vehicle multiple times in the last week to attempt to take care of his issues
  and thought we were heading in the right direction. In fact I spoke with him
  this
  morning before receiving this letter so I was a little surprised receiving
  this in the mail today.
  
  We do have them on record as having been into our service department on
  3/22 with some transmission complaints. At that time we test drove and were
  unable to duplicate anything out of the ordinary and ran computer
  diagnostics and also found no problems. Our technician did check with GM to
  verify if they had any similar complaints and did find a service document ID #
  ******* that mentioned some of the concerns and listed it
  as a normal operating characteristic of the CVT transmission and
  recommended no repairs attempts to be made. The vehicle has no warning lights or
  any other indicator of an issue.
  
  Last week the customer contacted me and let me know what was going and that
  they were having to wait 2-3 weeks to get the vehicle back in and I told them
  that we would do everything we could to work them in before
  the scheduled appointment and actually spoke to them this morning and we
  are working them in tomorrow to attempt to duplicate and/or diagnose and
  concerns. I apologize that are shop is very busy and generally schedules 2-3
  weeks out.
  
  Customer has mentioned multiple times that we should have serviced the
  transmission fluid but according to the maintenance schedule listed by GM it is
  still not due or required. I actually printed off 2 copies for him,
  one from GM’s online maintenance schedule and another from a physical 
  owners manual.  He is getting the majority of his information online. I believe
  he told me by watching you tube videos or using google.  I am
  disappointed they went to this measure when I am personally trying to help
  them and “ if “ there is a concern with the transmission on their car we will
  get it corrected. The vehicle is under warranty and it will not
  cost them anything  if a repair is needed. 
  
  Thank you
  
  ***** ********
  
  
  ******* ******** ****** ********* *** *****

• Initial Complaint

  Date:08/02/2022

  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.

  I took my truck to this shop to replace an airbag recall. They did replace the air bag but now my glove department no longer is aligned correctly and my interior has scratches. This company is refusing to correct the issues their shop has caused.

  Business Response

  Date: 08/05/2022

  When customer first brought vehicle into the dealership before the technician would perform the recall he noticed the dash was cracked and they came and contacted the customer before replacing the airbag. The customer agreed it was cracked.  This is our

  policy on this particular recall due to the fact that 75% of these models have a cracked dash.  After performing the  recall we pulled vehicle outside and customer went to the vehicle and came back in and  got the Service Manager complaining

  that the lower glove compartment was misaligned. Our Service Manager open the lower glove compartment it it had a big wad of paper masks jammed into the corner. He relocated them then closed the lower compartment and let customer see

  and she was satisfied and left.  Then a couple of days later the customer called back upset because the upper glove compartment was misaligned and she said we scratched the dash while replacing the airbag.  The Service Manager

  had her bring it back in to see and started to adjust upper glove compartment while she was complaining about scratches and told her we would just replace the parts for her. Even though she was aware and admitted  the dash was cracked

  before any repairs were even attempted. We are a small town dealership that has been in business since 1946 and want to make everyone as satisfied as possible. “ Customer is always correct “ is what we literally try to do business by

  within reason. Our Service Manager actually told her we would order the parts to take care of all of her concerns to appease her. We have most of them on the shelf currently but have had a difficult time locating one of the trim pieces needed

  due to being backordered through GM.  I think everyone is aware we are all struggling with supply chain issues currently. We are doing the best that we can to obtain the parts needed that we should not even be replacing to begin

  with.   We have admitted no wrong doing but have over $ 400 worth of trim parts ordered to try to take care of a customer that just came in to get a free recall done and obviously is trying to get something for free.  She would have accomplished

  because we had every intention of replacing the parts even though we do not feel that we were responsible.  Once again the customer was shown the dash was cracked before any repairs were made, looked at the dash after vehicle

  was repaired with the Service Manager and left satisfied then called back a couple of days  later with added complaints.  I have spoken with multiple employees about this and all have the same memory of events.

   

  We take customer satisfaction very seriously here at Bailey Chevrolet and were doing everything in our power to take care of this situation. Since the customer felt the need to contact the BBB and in my opinion is not being

  remotely reasonable I am concerned if she does bring vehicle back in for the replacement of these parts we will be accused of damaging something else.  Seems like a no win situation for us so we will agree to disagree and

  no longer are willing to attempt any repairs on this vehicle.

   

  Thank you for contacting us with this complaint. I believe our past 76 years of being in business and winning multiple customer satisfaction awards from multiple sources should speak for itself.  Any more questions or anything I can do to

  help please let me know.

   

   

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

  Customer Answer

  Date: 08/11/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: When I bought the car 1.5 years ago it had only 1 owner, they said.  An FBI agent. I never complained about the crack on my dash, it was there when I bought it.  I didn't think I needed for them to reorder the part, I only wanted them to re-do it because they had put it in wrong.  Also they put a scratch in my glove box.  They said I couldn't bring it in until July 22nd. So I didn't.  Also, there were only 2 masked in my glove box, both yellow. That glove box was not the issue, it was the upper box that was misaligned. The bottom one had scratches. I don't know why he keeps mentioning the crack in the dash, I had verified that there was a crack when I turned the car in. As far as most of the parts on the shelf, I don't know what they are talking about, all I wanted it for them to re-do the alighment on the upper glove box, and fix the scratch on the lower box.  That's all I wanted. I never asked them to fix the dash, the crack was there when I bought the car.
  
  
  
  
  
  
  
  Sincerely,
  
  
  *** *********