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:12/19/2022

  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.

  My sons Chevy hybrid broke down and needed fixed. It was initially towed from where it broke down to **** Auto in East Stroudsburg on Tues dec 6th. They eventually told me that Thursday, that it was a belt but a special tool was needed to fix it since it was a hybrid so I reached out to Gray Chevy to inquire on the name of that tool on the same day. I was told by *** the service mgr that he would not know and would need to diagnose the vehicle to assess the issue. So I set up a tow from **** Auto to Gray Chevy through ***** **** on Friday Dec 9th. **** auto never completed any work on my vehicle. The car got to Gray Chevy , I verified it had gotten there but between Friday and Monday I was never contacted so I reached out on Monday the 12th to get an update. I was told that the hybrid mechanic was out sick and my car MAY be looked at by Tuesday according to ***. Early Tues morning, my son called me to tell me that the issue was a belt and that it would be fixed and they would be reaching out to me. *** called shortly after to let me know that again, it was the belt, the car runs, and inquired on the check engine light to which I declined him to work on that because it was not currently an issue. He gave me the price and because I was 2 hours away as my son goes to college there, I asked if I could pay over the phone and he said yes. The car was completed at 2pm and my son was dropped off by a roommate to pick the car up. I paid over the phone and verified what the $472 was for and was told it was for the diagnostic test, fees, taxes, labor and the belt. I asked for an itemized receipt and he said “I got you”. I followed up saying I would be using him again and thanked him for his help. On Thursday afternoon, my son advised that the belt that was supposedly fixed was hanging under his car not fixed. He and his dad called Gray Chevy and was told by *** that he just used the same belt but there was no belt to use because it was broken. *** admitted he touched the belt/car but basically told them too bad he won’t help. They told me, I called , got a receptionist, explained my issue and was transferred to the GM Eddie. He put me on hold for 9 minutes, came back, asked me what happened just to argue what I told him. He also refused to help and gave a totally different story than what my husband and son were told by ***. He said that the belt *** at Gray Chevy used to fix my sons car was provided by **** AUTO but **** NEVER fixed anything and I never paid for any services rendered by their auto shop. Eddie told me that it wasn’t their issue and to call **** about the belt. He then proceeded to get smart when I stated facts, told me not to raise my voice to him and was upset because I called the work they did “shotty”. He tried to bring up that I asked to “borrow” a tool to which I reiterated I asked for the name of the tool, not to borrow it, and that I was 2 hours away so that would not have even made sense. He kept saying my son and me brought the car over and again, it was towed by ***** ****. He NEVER saw me because I was 2 hours away and *** didn’t see my son until that Tuesday when he picked the vehicle up to bring it home. I was not given an itemized receipt so I don’t even know what the $472 charge was for if they claim 1. they used a belt provided by someone else or the “same” belt that was already attached to the vehicle and 2. they didn’t charge us for a diagnostic test. The belt on his car is clearly broken and does not look like it was even fixed. They stole my hard earned money and never made good on their promise to fix the car and the GM was more than disrespectful and unprofessional. We definitely had it out and I did call him an ******* to which he hung up on me after I had been patient and nothing but courteous throughout that call.