ComplaintsforHerb Connolly Chevrolet

• Initial Complaint

  05/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  2 weeks ago a walk in to purchase a porsche 911 that i saw online and contact them for it price for the car agreed to it was $77998+tax and fees ( total) financed should be ***** i put 10K down and financed the rest.I find out 2 weeks later that amount financed is *****! How come after They put $ ***** on extra fees saying that all included they show me a table saying all included by the sealer we do it for all the cars because you buy from us!They absolutely didnt mentioned anything about extra fees for that or the sheet they showed me didnt have any prices for extras they automatically added to my price and i walk in to buy a car for ***** and walk out buying a car for 98000!They are unethical in business

  

  Business response

  06/03/2024

  Dear **********,

  It seems that there was confusion on your part about purchasing an extended warranty service contract, paint protection and plastic film protection for your premium sports car, Porsche.  I followed up with our finance and insurance product manager, ***************************, and he provided a printed menu that was presented to you at time of purchase and that you signed off on agreeing to these products in addition to the purchase of the Porsche.  These products and the prices of these products were also included in all loan documentation that you signed for as well.  We present and disclose all insurance or protection products to each and every customer and by no means does anyone have to purchase them if they do not want them.  Many of our customers that purchase premium luxury vehicles such as a Porsche choose to protect their investment into that sports car via insurance and appearance protection products.  ****, our finance and insurance manager, also brought to my attention that he has already cancelled the extrended warranty / service contract for a full refund that will be sent in to your lender, Truist, and reduced from your loan balance as you requested via a phone call.  The appearance paint protection products and road rash plastic film protection products cannot be refunded because they were applied to your Porsche prior to you taking delivery of the vehicle. 

  Regards,

  ******* Connolly

  General Manager

  Herb Connolly Chevrolet

  Customer response

  06/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attachment with all details.

  

  Business response

  02/27/2024

  Dear *****,

  Per your request I have conducted a thorough investigation regarding the $600.99 invoice for RO # ****** for the 2023 ***** Tahoe ****** mile service and 4 wheel alignment that your wife ****** brought to our dealership service department on 1/31/24.  

  I researched the history as well and noticed that according to our records we had only serviced the Tahoe one time prior on 6/23/23 for the first service oil change and tire rotation that was complimentary.  

  After speaking with *********************, our service advisor that worked with ***** on 1/31, she recalled a conversation where ****** preferred to change the oil again even though it had only been a ***** to ***** miles since she said the oil was changed at a third party location (***** had mentioned in his complain that the oil life was at 80% in his recollection).  According to ****, ****** did not ask what the cost of the ****** mile service nor the cost of what the 4 wheel alignment was at the time of the write-up of the repair order (RO).  **** is a dealership service advisor veteran with over 20 years of customer experience.  In my opinion, **** is excellent at explaining exactly what will be done to the vehicle at the time of write up.   At this particular service we did the ******** and *************** a new engine air filter replacement, new front wiper blades, and a new cabin air filter as well as a air sanitization service.  In addition to that we did a 4 wheel alignment which is a standard industry recommendation for each year of driving and it had been roughly 13 months of driving since the Tahoe had been purchased.  

  Upon completion of the work and during the payment process **** did not recall ****** expressing shock at the invoice total or asking any questions implying that she was shocked at the pricing.  

  We then got an alert at the dealership to a 1 star ****** review posted by ***************************.  *******************, our service manager asked **** what happened and called you, *****, to see what went wrong.  Upon hearing that you were unhappy, **** asked to speak with you.  At this point according to ****, at some point during the conversation ***** was very rude to **** and **** said that she would not continue the conversation unless ***** changed his tone and the way he was speaking to ****.  The conversation between **** and ***** ended soon thereafter.  

  ******************* then told me he called ***** back and understood ***** thought our pricing to be too high on the invoice and offered to remove the labor from the invoice and refund some of the money paid in order for ***** to remove his 1 star ****** review, as this was the reason that *** thought ***** posted the 1 star review.  ***** said he would not remove his review and his integrity was worth more than the savings.  At this point, ***** said that he would be back to just get a part replaced for his glove box under warranty which was special ordered on 1/31/24.  At that point ******************* did not like the tone of the conversation and how adversarial the relationship had become.  He told ***** that he thought it better that he find a different Chevrolet dealership to work with to get his Warranty repairs competed.  Upon hearing that *** did not want to perform warranty work for him, ***** told *** to ************************* *** responded with "Right back at you".  

  After this investigation I agree with ***'s assessment to discontinue business moving forward with ***** and ***************************** and came to that conclusion based on what is best for my employees well being.  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  brought my car into to dealership because i hit a pothole and popped a tire after getting tire replaced i had a stabiltrac light come on so i took car to dealership to have my car looked at and they said it needed an injector so they replaced injector now the car needs engine repair they did a compression test to engine before they did any work to car and it was fine then after they replaced the injector the car was running rough and the check engine light came on they did another compression test on the engine now it has lost compression on the cylinder they worked on My question is why did they have a compression problem after they worked on the engine NOT before i think they did something wrong and won't be honest

  

  Business response

  11/06/2023

  We do not have a record of the customer replacing the popped tire of his 2017 *********** with us here at Herb Connolly Chevrolet. 

  The customer brought the car to us and we wrote up the following complaint on his repair order "check engine light came on once and then went off. Now the traction control light goes on and off intermittently and the vehicle has issues with the auto stop/start - he will have to turn the vehicle all the way off and on again because it wont restart at lights. also received a message on dash about the stabilitrac."  So the customer brought his car to us with issues of his vehicle shutting off when it shouldn't and he had an error message / Check Engine Light showing on his dash. 

  We then scanned the cars computer for stored codes from the check engine light and found, Scan system, p301 code was stored. Technician followwed diagnostic procedure and testes for spark and fuel. Technician performed a cylinder leakdown test, cyclinder #1 was @18%, which is still within spec. but the technician found weak fuel delivery on cylinder #1.  The technician recommened replacing the fuel injector to start and clear codes.  The technican road tested the vehicle and found it to still misfire when the engine got hot. The technican then romoved the rocker cover and inspected, using a scope and discovered a cracked ring land on the #1 cylinder.  At this point the customer declined to go further to finish the repair.  

  ************** followed proper procedure to try and fix the car for the customer.  When the initial repair of the fuel injector did not fix the issue we had to dig deeper into diagnosis.  It seems the customer is upset that our initial repair to replace the fuel injector did not completely repair the check engine light issue that the car was brought to the dealership for.  The dealership did nothing wrong in this situation and only tried to do the most likely repair and most cost effective repair for the customer first.  When that repair didn't fix the customer complaint we had to go further to try and finish the repair and the customer declined.  

  Customer response

  11/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Really i spoke with the service manager about 4 times on the phone as to why the car was brought in and he decided to start to take the engine apart . Even though I said I hit a curb and popped a tire and sbilatrac light came on 
  

  
  

  

  Business response

  11/17/2023

  Even after getting authorization from the customer to do a repair which may or may not fix the check engine light, which the customer was well aware of, we did not charge the customer for the repair and instead the shop goodwilled for the labor and parts for the customer.  The customer has no prior service history with the dealership and seemed to only come to the dealership because a private mechanic could not fix the issue.  Once the customer had to pay for any repairs the customer became extremely difficult to deal with and unreasonable so we goodwilled the repairs and ended our relationship with the customer.  There is nothing more to follow up with.

  Customer response

  11/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  when my car was brought into dealer (*************************)  ****** I brought it in because I hit a curb and popped the right front tire. After the car was looked at  I was told it needed an injector. So they worked on my car that went in the dealer running fine with a stiblatrac light on and when i picked it up 5 days later it now has a check engine light on and is shaking violently that it is unsafe to drive. so please explain to me when a car comes in running fine how does it come out running terrible Unless something wrong was done . I was also told by the service manager that a compression test was done on the engine before work was started and the engine was fine and after the tech worked on it is when it developed bad compression. upon talking with service manager he said to me I will never get him to admit that his tech made a mistake. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a car on 10/7/23. It was not mentioned prior to signing all documents that the dealership did not have the title. They continue to provide updates that are not factual and do no have an update on when the title is arriving. They are trying to convince us to take the car without the title.

  

  Business response

  10/26/2023

  The title to vehicle has been received and the vehicle is registered and insured.  There is a waiting period on receiving titles from the state of MA when the traded in vehicle has a loan payoff.  We overnight all loan payoffs to receive the title as quickly as possible from the ***********.  Sometimes there are delays beyond our control and this seems to be one of them.  Are sales managers work directly with our office administrators and title clerks to provide informational updates during the sales process.  Sales are never final until all paperwork is signed and MA insurance is obtained and title is submitted back in the new ownership name to the *********** RMV.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2023 I purchased a new to me 2017 Chevrolet Silverado here. I was informed that because of its high mileage it was outside of lemon law protection but was assured that it had one prior owner and was gone through with a fine toothed comb to ensure safety and quality. By the first oil change 45 days later the service department of the SAME DEALERSHIP handed me a work order for almost $4,000 worth of work. I put new tires on it and agreed to deal with the $2700 worth of other work but asked the dealer to help me with the leaking transmission and the $700 worth of rusted out oil cooling lines because they didnt rust in 45 days. It took 7 phone calls to get an appointment and I'm 2 calls, 3 emails and 2 weeks into trying to speak with a manager. They sold me garbage and are ignoring me hoping Ill go away instead of doing the right thing with the vehicle.

  

  Business response

  06/07/2023

  Hi *****, 

  We are going to have the service manager contact you to investigate the "rusted out oil cooling lines" and try and resolve and repair the issue so that you are satisfied with your new truck.

  Regards

  ******* Connolly

   

   

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sign the contract in 3/27/2023 for my vehicle they give me the car after 7 days calendar 5/04/2023 and I just want to show my feeling of frustration with this whole car situation. I mean, I already had such a hard time getting the car in the first place, they took me 7 days to get the car ready, and they give me the car with a REPROVED sticker, because the tail gate light was off, so they change it and then I did the sticker, from my pocket. And now, it's showing same issue after just two weeks. I brought the car to Chevrolet again so the person in there indicate that that car had that problem before so that means the dealer sold me the car with that problem and they never mentioned. And that they can no fixed so they need to bring it to ********** which they wanted to me take the car and do the whole process but I left there because I am still in the 30 day warranty mass law. I ask the sale person and send email to the manager and anyone say any word about my car situation since April 20th I still don't have it back, and I dont have a extra one to drive, money is short now to do a rent because I just spend a lot money buying a new car. This it's making my life so difficult, trying to get to my daily activities and just go about my day-to-day routine.Paid ***** thousand Paid Ubers while the car is still in the store They do not solve my situation they do not give me any answer. The car is ********** Jetta 2014 miles are **** when we left for fixed the store indcate to ** we had the 30 days law by ************* for used car for repair or something.

  

  Business response

  06/07/2023

  Hi ****** - I understand your frustration and it seems as though a light came on the vehicle dash that prevented a state inspection sticker.  I'm not sure I completely understand what is still going on with the vehicle.  It sounds as though we sent it to a ********** dealership?  Please contact ***********************, our customer service manager at ************ so we can understand more about how we can help.

  Sincerely,

  Herb Connolly Managment Team

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I leased a vehicle from Herb Connolly Chevrolet in 2016 and again in 2019. During my lease I would receive regular communication from the dealership regarding service and other topics. I have since purchased my lease independently as the dealership told me they would not assist me if I was not using GM to finance my purchase. After the purchase, I unsubscribed from all communication. I am still being contacted and I want it to stop. Today (2-3-23), my husband received a call on his cellphone regarding my vehicle needing an oil change and I received an email. My husband's contact information was never on my profile for this dealership!!! So they are getting creative in trying to reach me. Please ask Herb Connolly to abide by the law and not contact me or anyone in my family again. We want nothing to do with an organization that refuses to help a customer of more than 10 years. I replied to the email they sent me and let them know that we will initiate legal action if we continue to receive communications of any kind from them. Thank you. *************************

  

  Business response

  02/20/2023

  We are sorry for this issue. We have removed her contact information and opted her out of all communications that we can control.

  Customer response

  02/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I BOUGHT A 2016 GMC ****** ON APRIL 8TH 1ST WEEK I GOT IT CHECK ENGINE LIGHT FLASHED 10 TIMES CALLED DEALER HAD TO MAKE AN APP FOR THE 18TH FOR SERVICE WITCH WAS A WEEK LATER BROUGHT IT IN EXPLAINED TO THE ***** WASN'T WORKING AND ALSO THE ***** KEPT BUCKING THE HAD IT FOR A WEEK FIXED THE ***** ****** FROM SERVICE ADVISOR TOLD ME THEY TOOK IT FOR A RIDE DIDN'T FIND ANYTHING HAD IT FOR LESS THAN A WEEK DID THE SAME THING CALLED ****** TOLD HIM HAD TO MAKE AN APP AGAIN TO BRING IT IN BROUGHT IT IN ON THE 7TH WITCH BRINGS MY 30 DAY LEMON LAW SOON EXPIRING. GOT THE ***** BACK A WEEK LATER ****** SAID THEY SWITCHED WIRES AROUND. IT WAS THE TRANSMISSION SO NOW I HAVE TO REPLACE THE TRANSMISSION FOR A ***** I BOUGHT 3 MONTHS AGO THAT I PAID $26K FOR THE REPAIR IS GOING TO COST ME $4K THIS DEALERSHIP MICKY MOUSE THE PROBLEM TO COVER UP SO THE 30 DAY WILL EXPIRE. I WORK HARD FOR MY MONEY THE ***** REP IS *********************** NO HELP ****** THE MANAGER SAID HE BOUGHT IT HIS PROBLEM NOW

  

  Business response

  07/13/2022

  I'm so sorry.  Did you purchase an extended vehicle service contract?  If so it should absolutely be covered.

   

  Herb Connolly Auto

  Customer response

  07/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

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