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:12/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****lership until I return on 12/30

  

  Business Response

  Date: 12/27/2024

  ********,
  
  I am so sorry that we did not communicate with you better. We pride ourselves on that and we are so sorry that we fell short. We certainly didn't get your vacation off to a great start. The ladies said they had left a message on Saturday morning. If you didn't get it, then we need to look into that. We are not sure what we can do to make up for this, but we will be open to your recommendations. Please let Bill, ******* or me know and we will talk about that when you return. Again, we are very sorry for this.
  
  **** ********
  Service Manager
  John Hiester Chevrolet in ******-Varina
  **********************

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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.

  Open recall since 06/09/2022. FCA #Z46.Some 2014-2020 Dodge Ram eco diesel vehicles equipped with a 3.0L diesel engine may have been built with a high pressure fuel pump ("HPFP") that could fail prematurely. A HPFP failure may introduce internally failed component debris into the fuel system potentially causing fuel starvation. Fuel starvation may result in an unexpected loss of motive power, which can cause a vehicle to crash without prior warning.This vehicle was sold to me when the recall was already in place and I was not made aware of it prior to purchase. It is the normal business practice of this dealership to NOT sell vehicles with active RECALLS but it was done anyway without making the customer aware. I want the dealership to replace this part/labor at no cost to me because it is a safety issue to me and my family while driving this vehicle.

  

  Business Response

  Date: 06/06/2023

  Dear *****,
  We have confirmed with our **** ********** sister store that the original equipment manufacturer Stellantis is still working to manufacture the parts related to your recall. We have confirmed with our sister store that you are registered in the **** system as the owner, and Stellantis will notify you once they have the part for recalls. Safety is paramount to **, and we deeply apologize that there is not currently a remedy available. We do personally guarantee that if anything were to happen to your truck related to the recall, Hiester Automotive Group will cover ************ relevant to this.Please let ** know if theres anything we can do on our behalf in the meantime.If you have any questions, please give our General Manager ***************** a call at ************.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 19855825
  
  I am rejecting this response because:

  As much as I appreciate the explanation, which is the exact explanation I was already given when I spoke with them, it doesnt address the issue as to why all of this wasnt explained at the point f when the service guy said I needed a ****** battery replacement. They stated that they do not take advantage of customers. That is my main concern bc there is no telling how many others have had parts replaced that were in fact good parts due to them using equipment that is inaccurate during the service process. I asked ********* why no one asked me if they could keep my vehicle to run a more thorough battery test. I would have gladly let them keep my car another 90 min if it could potentially mean I would not have to pay ******. 
  

  I have no intention of allowing them to touch my car again bc this is the third issue Ive had with the *********************** dealerships but a refund of the 70+ dollar oil change would be appreciated for the headache this has caused and the giving of false info by their employee. 
  
  
  Sincerely,
  
  *******************************

  ay letting him know I did not want the flush. Never heard a word about the battery. My car showed up at my home at 5:30 with no new battery. I called and asked for service manager and was told they use a higher quality battery tester than Fuquay location and my battery was fine. I was very upset. My question and concern with this is, why is a service location using procedures and equipment that are inaccurate and telling customers they need parts that they really do not need? I spoke with ********* in service at Fuquay location that same day, the 10th. I wasnt happy with the answer I received. Other individuals are being taken advantage of Im sure. I still do not know who is telling me the truth and I do not have a new battery. My warranty is up in august and Im close to 36k mikes. Seems like they just do not want to give me the part under my coverage.

  

  Business Response

  Date: 03/27/2023

  Hello,
  This letter is in response to ******************************* case. ********************* came in for maintenance at our Chevrolet dealership on 3/7/23. As part of any maintenance visit we perform a battery test with a hand held tester(please see attached test). which simply performs a test on the Cold Cranking Amps(CCA) and the Voltage(V).  When looking at the CCA ratings, you can see that there is quite the difference between the rated and measured CCA's. When there is that much of a difference we recommend replacing the battery.  When the customer told us her vehicle was still under warranty, we informed her that we can't perform any Chrysler warranty claims.

  She then took it to our sister store in Lillington. When any battery is potentially under warranty all Automobile Manufacturers have a specific device/machine that is required to perform the test on the battery. Chrysler and GM use the same machine called a ***8 and made by Midtronics. After connecting the vehicle to the machine, it will determine what is needed to be done to determine if the battery needs to be replaced or not. If it determines it needs to be replaced it will print out a receipt that states the battery needs to be replaced and the warranty code, needed for submission to the manufacturer. The process will take 1-2 hours to complete. Her battery passed the test after the ***8 completed it's diagnostics. It took about 1.5 hrs to completed the test. Unfortunately, the hand held testers are unable to perform the same extensive diagnostics as a stand alone unit can. Due to the length of time it takes to perform the ***8 test is why the automobile industry utilizes the hand held testers for checking the majority of batteries.

   ********* explained why we recommended the battery and why they said it didn't need to be replaced. We understand that this *** not make sense, but this is what the Automobile Manufacturers require Dealers to do for any battery that *** be under warranty. This has been explained in detail in this response. 

  In regards to the fuel service, we did not recommend the fuel service because we don't have the maintenance schedules for non-GM vehicles. Therefore, we don't know what is needed for specific mile intervals. We apologize that there was a lack of communication before the vehicle was reunited with the customer. That is something that should not have happened. We take great pride in how we treat each and every customer. We do not take advantage of people. We are very sorry ******* is upset, we never want a customer to be disappointed with their service visit. We have to adhere to the policies and procedures set forth by the Automotive Manufacturer. 

  

  Business Response

  Date: 03/30/2023

  We're sorry, but we don't know how to better explain what happened. This instance will be used as a training tool, with our advisors, to prevent it from happening in the future. We will gladly mail a refund for the $73.40 that she paid.

  Customer Answer

  Date: 03/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I hope that moving forward, the business will in fact, make sure their service employees provide accurate and thorough information to the consumers. This was the last straw for me with the *********************** brand as I have had multiple issues between Lillington location and now ******. Please mail the refund to *************************************************, ******. 
  I hate this experience has happened as it was def convenient but when you lose trust in the service being provided its difficult to get that back. 
  Sincerely,
  
  *******************************