Complaints

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

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• 

  Kelly Chevrolet-Cadillac Inc

  252 Pittsburgh Rd Butler, PA 16002

• 

  Kelly Chevrolet-Cadillac Inc

  254 Pittsburgh Rd Suite B Butler, PA 16002

• 

  Kelly Chevrolet-Cadillac Inc

  1 Mary Jane Wood Drive Uniontown, PA 15401

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:10/24/2023

  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.

  Somehow this company has my address. My address is not listed online nore is it accessible at all. So someone is giving my information out without consent.

  Business Response

  Date: 10/31/2023

  This customer bought a car from us in 2017 so we do have his last address from 2017 in our database. We will put him on our "do not contact" list. 
  
  As you know, we cannot control any 3rd party vendors though.
  

  
  

  Customer Answer

  Date: 10/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This address is not the address used to buy said car in 2017. My address now they should not have on file. 
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:02/21/2023

  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.

  I have a 2019 Hyundai Tuscon . While driving the vehicle the engine stopped . . . I could not restart the vehicle the engine just froze on me. Had the vehicle towed to the closest Hyndai dealership on January 4th. Here is when all our problems began. The dealership advised us they would begin work on the engine on January 9th. After waiting a few weeks calls where made to find out the status of the repairs. We were advised they were in touch with Hyundai and awaiting further instructions. We were also told we would have a loaner vehicle in a couple of days. Another couple weeks passed with no word from the dealership and no loaner car. Visited the dealership on January 30th. We were advised the technician who was assigned our Tuscon had failed to do any work on the car and they would have to start from scratch with a newly assigned technician. Dealership stated they had to fire this technician. Another week passed, call was made to the dealership for the status of the Tuscon repairs. Were advised they were in contact with Hyundai and waiting for further instructions, also a loaner car would be provided soon. Today, Feb. 17th visited the dealership to obtain the status of the repairs. We were advised they were still waiting word from Hyundai and had to provide additional pictures to Hyundai before work could begin. We asked to speak with the Service Manager who advised us they were still in contact with Hyundai and were most likely going to have to provide more pictures. The Service Manager told us they were short on technicians as one tech was having surgery and another just had a new baby. The Service Manager advised us that she would have never scheduled to have our Tuscon repaired there because we did not purchase the vehicle at their dealership. However, since they had already began the work they would continue. I asked if they could give us any kind of timeline when the repairs could begin. We were told they couldn’t say because they needed to get the approval from Hyundai first. So the dealership has had our Tuscon since January 4th and have yet to begin any repair work (which I believe is related to the bearing recall from Hyundai)
  
  Just a year ago we had the Tuscon to this dealership because of engine issues. The engine would not accelerate more than 20 miles per hour. The dealership told us they were advised by Hyundai to install a high pressure fuel pump which was completed to the tune of $1100.00. out of our pocket. The car seemed to run OK after this installation. Now here we are back at the dealership with a new engine problem?
  
  We appreciate your kindness in reading our concern and any help you can provide to generate the required repair.
  
  Dealership : Kelly Hyundai, 254 Pittsburg Road, Butler, Pa. 16001 Tel: ###-###-####
  
  *** * ***** ****

  Business Response

  Date: 03/03/2023

  ***** ****
  
  We are extremely apologetic for any inconvenience you may have experienced at this time. 
  
  
  We can confirm you vehicle was towed in on 1/4/23 without an appointment due to an unexpected break down. Due to high repair volume we were unable to look at your vehicle in the timeframe you anticipated. We rearranged our schedule in the shop sooner than our next available appointment for diagnosis in an attempt to expedite the diagnostic process. I do apologize for any misguiding information given on a repair timeframe. After the initial diagnosis of your vehicle, Hyundai asked for additional documentation and pictures for the diagnostics case. After working with Hyundai for approval of the failed engine, Hyundai approved the engine and the engine was ordered on 2/20/23. The engine has been on a consolidated backorder without ETA since the order was placed. We received an update that there is still no estimated time of arrival. as of 3/3/23. There was a delay in providing alternate transportation as we are experiencing a high volume of repairs at this time. The loaner vehicles are owned by the dealer and not Hyundai we reserve our loaners for our purchasing customers and are first come first serve basis.. As of 3/3/23 we were able to assist in provision of a loaner vehicle for your use during this repair.
  
  
  The vehicle had a visit 3/14/22 for a high pressure fuel pump. The vehicle is out of warranty except for the warranty extension for engine failure due to rod bearing failure. The fuel pump repair from last year is unrelated to the engine failure. 

   

  If you are asking for any type of reimbursement consideration we recommend you contact Hyundai Motor America's consumer affairs team at ###-###-#### . The warranty extension is honored by Hyundai as they are manufacturer of your vehicle. 

   

  If you need any further assistance please feel free to contact me. 
  
  
  Thank you,
  Josie M*****
  ###-###-####

  Customer Answer

  Date: 03/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  
  *** And ***** ****

   

  First of all we did have an appointment scheduled for Jan. 9th.  On Jan 30th a personal visit was made to the service department. The service employee told us that the tech. who was assigned our vehicle had neglected to begin any work on the vehicle so they had to reassign the work to a new tech.  We were told they had to fire the first tech.  Is this what they call rearranging their schedule???  Please explain to me why it took from Jan 30th to February 20th to get an approval from Hyundai.  I have been in contact with Hyundai who responded to my concern within an hour after contact.   On March 2 I have a confirmation from Hyundai that the engine had been approved for replacement and the replacement engine was enroute to Kelly Hyundai.  I was also advised by the Hyundai representative that he would contact Kelly Hyundar today about a loaner vehicle.  One hour after this contact Kelly called us to advise they had a loaner vehicle for us to pick up. 

• Initial Complaint

  Date:02/20/2023

  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.

  My vehicle was in an accident. Took it to Kelly Chevrolet where I bought it to get fixed. I am 1 year and two months in and I still don’t have a vehicle. Workers have been fired who tried to help me, corporate is involved and still no help. I have been lied to by there employees. And because of my first ever accident I am told it’s my fault the cars not fixed.

  Business Response

  Date: 03/09/2023

  Mr. *******
  
  I would like to apologize for the delay of
  the repairs to your vehicle. Unfortunately parts delays played a part of this
  then of course the concern with the keyless transmitter not working correctly. I
  can understand your frustration and we appreciate your patience.
  
  Our service team was working directly with the Chevrolet Technical
  assistance center to identify the cause of the concern due to a lack of
  publication on an accurate diagnosis. Our service manager and technician have
  informed me that they finally were able to obtain the assistance and technical
  data needed to properly diagnose and repair your vehicle.  I am happy to hear your vehicle has been delivered
  to you in proper working order. I hope that the alternative transportation was adequate
  during the time your vehicle was down.
  
   We appreciate your business
  and look forward to seeing you again.
  
  
  
  
  Thank You,
  Thaddeus G****
  Fixed Operations Manager
  **** ***** **********
  
  

• Initial Complaint

  Date:12/07/2022

  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.

  My husbands (******* *******) Kia optima sxl had a recall with the engine. Had the car towed to Mike Kelly kia on September 2, 2022. Spoke with the service department many times. They stated it takes a while to get the engine, understandable. Cory told me that at the middle/ end of October. Spoke with Cory again beginning of November, he stated the car will be done end of November, beginning of December. I have called now for 2 weeks to check the progress. No one has gotten back to me. I have left messages and called several times a day even. No one answers. I have not had a vehicle now for 3 months. I need a car for the winter. I just want to know if that is going to happen. Please help.

  Business Response

  Date: 12/20/2022

  The vehicle was towed in to the dealership by a third party. The tow truck driver did leave the keys in the vehicle upon arrival and did not alert any of the staff that the vehicle had arrived. There was a delay in opening a repair order due to lack of knowledge that the vehicle had been dropped off at the store. The repair order was written and the vehicle was diagnosed. It was determined that the engine was seized and did need to be replaced. Once diagnosed, authorization for warranty was sent over to KUS for approval. Warranty coverage was granted for the repair. After the engine was ordered we received notice of backorder status. The engine arrived and was installed. The repairs were completed and the customer was contacted and informed that the vehicle was ready for pick up on 12/9; which was the day after we received this complaint. We do receive ETA's from the manufacturer, which unfortunately do change. There was some confusion as there were multiple owners on the registration card and we were corresponding with them as well as people who were not. There were instances that the owners did not completely communicate with each other. Ultimately, the vehicle has been repaired and returned to the customer.

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  
  
  ******** ***********