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:04/23/2024

  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 am writing to express my extreme dissatisfaction with the service I received at Gus Paulos Chevrolet Salt Lake Valley Chevrolet ******************* in January 2024. I brought in my 2014 Cruze, which had just turned over ******* miles, due to an oil leak. I was informed that a turbo line leak was the issue and authorized the repair without receiving an estimate.Unfortunately, what followed was a series of delays and missteps on the part of the service center. I was told that they were waiting on parts from GM, resulting in me having to continuously rent a vehicle at significant expense totaling $1052.00 over the course of approximately 30 days. The final bill for the repair came to over $2200.00.Despite the repair, I have since noticed smoke entering my vehicle, which I was told was due to not all the oil on the engine being cleaned. Subsequent visits to the service center at their recommendation to change the oil although I was at 60% and do diagnostics to isolate new symptom of oil exhaust coming into the vehicle through heater vents have not resolved the issue - I still have an oil leak and continue to experience fumes and smoke in my car, even after spending an additional $100 for an oil change and tire rotation. I still have an oil leak which prompted the visit the first place and now smoke and fumes to deal with.I am deeply concerned about the health implications of inhaling burnt oil fumes and find it unacceptable that after spending over $3500.00, (service plus car rental) the original problem persists. I have attempted to contact the service manager, ****************, but have not received a response.I am requesting a full refund for the unsatisfactory service provided, or a thorough repair at no additional charges as a comprehensive resolution to the ongoing issues with my vehicle. I would hope for a prompt and satisfactory response to this matter.

  

  Business Response

  Date: 05/20/2024

  ******* the Service Manager has been in contact with ***********************. ******* feels that this complaint has been taken care of.

   

   

   

   

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21616363
  
  I am rejecting this response because:

  They kept my vehicle and out of service for approximately 4 weeks causing me too incure ******* dollars in rental fees. All on the pretext they were waiting for parts from GM.  I opened a case with GM and had issues with them, first stating not to worry they will reimburse for car rental.  I have an email from GM customer service. Then they reject and did not honor that statement.  After approximately 4 weeks I got the car back and it was leaking oil still and smoke was coming into the heating vents, burning oil.  I took the car back and found out they didnt even use GM parts for the car.  Finally the service manager was able to replace the turbo line after a couple of months, that I had to suffer with a defective part, inhaling burn oil fumes.  On that matter I was told that all the oil that leaked would eventually burn off..  I will give the service manager credit as he told me to bring it back in to take a look.  That was when I found out the part initially installed was not compatible with my vehicle.  

   

  And GM instead of reimbursing for car rental, offered me a 2k coupon off a new vehicle.  At this point I am glad the car is fixed, but a written apology for all this would help alot.  We that are not mechanics have to trust who services our vehicles and when we get conflicting information.  IE waiting on parts then using third party anyway and not noticing the continued issues when I drove it off the lot the first time is concerning.  Very concerning. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/02/2023

  Type:Product 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.

  On 06/20/2023 I cancelled my GAP coverage for the amount of $1000 to be sent to Capital one for my vehicle loan, it is well over a month and it is still not deducted from my loan. I emailed Doug Webb and informed him, he responded with a phone number to accounting. I emailed him back informing him that the number he gave me was not in service.

  

  Business Response

  Date: 08/07/2023

  Thank you for letting me know that the check hasn't been received by capital one. I had the lady that does the cancellation look into this. I have attached a copy of the new check for Capital one.