ComplaintsforBob Johnson Chevrolet

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Vehicle from Bob Johnson, Pulaski N.Y. August 9th, 2024. After purchase the trunk lid would not stay closed and the hood release looked to be pulled back (out of place). Returned (same day of purchase) to the dealership and the trunk release was unhooked to stop the lid from opening upon its own. The parts (latches) were ordered by the dealership, 30 days later the latches were replaced by Bob Johnson. Due to the obvious issues being overlooked by the dealership on the latches, I contact ******* ** ***** ******** for a complete vehicle inspection. Items found on the inspection at ******* were reported to the dealership, received no action or date for scheduled repairs. Items found on the ******* inspection High Pressure fuel pump causing motor to overheat, air conditioner compressor leaking oil and refrigerant, no oil change sticker was installed (indicating lack of vehicle maintenance and prep by dealer, cabin air filter needs changing, Brake fluid needs to be replaced (scheduled maintenance every 24 months), Cracked water pump pulley, 3 of 4 tires are worn to the wear bars. ******* inspection includes pictures to support findings. I have contacted several of the representatives of Bob Johnson numerous times at the ******* ***** dealership, without receiving a call back to address the necessary repairs. The car overheats and is has been undrivable for over 3 weeks.

  Customer response

  11/08/2024

  The consumer reported to BBB that the problem has been Resolved.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I leased a 2021 ********* on 10/21. My lease ends this month. I was told when I initially leased the vehicle that a sales rep would be available at the end of the lease to either assist me with another lease or buy the vehicle outright. I've contacted the dealer several times regarding a buyout on my truck bc prices on used vehicles has taken a serious decline as of late. Not 1 single employee in the sales department is willing to assist me with my buyout. My credit union is requesting a buyout package from ** which I have attempted to retrieve from Bob Johnson Chevy in Pulaski Ny. They have no interest in my intentions. 1st and foremost I am not using them for financing. Secondly I have no interest in a new lease. They've breached their promise to me. They've breached the agreement we made when I initially leased my *********. Their deplorable business actions or lack of is a better word is a very poor and unprofessional way to conduct themselves. There are details for a dealership to conform to. They have not lived up to their business standard. Now I must present the info I have to another ** dealer to hopefully get the answers I am searching for in order to purchase my *********. Fair business should be the standard this dealer should stand by. Their cooperation regarding my situation is nil. I'm also referring to a vehicle with a retail value of over $50000. That is a substantial amount of money for the average consumer. Nobody has the right to initially make a deal with a customer and then refuse to acknowledge them JUST because the choice I've made is NOT the one they were anticipating. I am entitled to proper representation by the seller under contract which has been ignored repeatedly. Hence my decision to write you and formally complain about my predicament. Thank you.

  Business response

  10/01/2024

   To Whom It May Concern, I would like to clarify that the claim in question does not pertain to my dealership located at **** **** ***** **** ********** *** ***** The appropriate dealership for this claim is Bob Johnson Chevrolet in Pulaski, New York. That being said, I am committed to assisting the customer with their request, which is straightforward. Although the process can be somewhat cumbersome, especially when the customer arranges their own financing, we are prepared to provide the necessary support. Before receiving this complaint, the customer had already reached out to one of our senior managers, who has attempted to make contact but has not yet received a response. I am confident that once communication is established between the customer and our manager, the issue will be resolved promptly. While I cannot speak to the shortcomings of our sister store, I take full responsibility for the customer’s poor experience and am eager to rectify the situation. Thank you for your attention to this matter.  Robert *. S**** *** 

  Customer response

  10/07/2024

  I no longer have the corresponding emails. I must have deleted them. My emails were pertaining to ****** ****** @ ** *******. She continued to neglect my request for specific questions I had regarding my lease buyout. I did receive emails from Mr. ******** and Mr. S**** from Bob Johnson corporate. These gentlemen offered their assistance with my dilemma and were willing to assist me. In the interim I contacted ***** ***** @ ******* ***** ** ******* ******* I thought dealing with the BJ dealership was no longer a good option for me. ***** was very knowledgeable and helpful. I realize that the situation with BJ Pulaski will not get resolved bc of their ignorance and inability to perform their job the way I was initially promised. At this time I really have no intention of persuing any recourse against BJ Pulaski. There's nothing I can do to change their business practices. My best option now is to completely avoid them. I will never do business with them again. I truly appreciate your assistance in this matter. I'm sure I have gained a bit of notoriety albeit negative from BJ Pulaski perspective. Idk what more I can do. Hopefully BJ Pulaski will treat loyal patrons better in the future. Thank you. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2021 ***** *********** on Feb 12,1024 Just bought a new car 2 months ago needs a new turbocharger. On the phone with the manager and tell me it should be ok to drive but if it keep going into low power stop driving and bring back. I asked well how many times should lower power be coming on. Service manager says well maybe 2 times a day or once day not sure can't predict the future or I would play lottey. Ask if they can put in writing u telling me ok to drive so I don't get blame if more damage done. They wouldn't give me in writing. Manager said just leave you car then but don't know how long it would take. We have nothing to give u to drive. You will just have to wait. Could be next week or in a month. Terrible business practices.

  Business response

  05/09/2024

  The customers vehicle is repaired and she has possesion of it.  

  Customer response

  05/10/2024

  Bob Johnson Chevrolet has satisfied my complaint and fixed my vehicle.  Ty

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2020, my husband and I leased a ***** ******** through Bob Johnson Chevrolet. We opted for the **** ******* which included brake pad replacement as well as cosmetic paint touch ups. In the spring of last year, my car was in for service at **** **** ***** (in Williamsville) and was told I needed new brake pads on rear and possible front relatively soon. I called Bob Johnson to determine how to use the **** *******. I was told to call a number (based in Florida). When I called the number, I was told the dealership never submitted paperwork to have our car covered. The company tried to find our package based on name, phone number, VIN and nothing could be found. I called Bob Johnson dealer and left a message for Mike B***** I never received a call back. I called twice more, and then spoke with the woman who manages the sales floor. She told me to leave an additional voicemail for Mike and she would also email him. I have never heard any response. I’ve had to have both front and back pads replaced, which totals over $1000.

  Business response

  03/11/2024

  Left a message for the customer on March 11, 2024 at 10:00.  Robert S**** 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance paid out 10.000 dollars to fix my vehicle and still have the same problem every thing on the right side front wheel was not repaired correctly every thing on the right front wheel was supposed to be brand new when I first brought it in the right front wheel was all damaged underneath they even had to put a brand new tire on the front right side they supposed to have did a linement the car started acting up like it wanted to go its own way I almost lost my life in the car it started going in its own direction so from hitting other cars had to go near a curve and it slightly rub up against the curve and then I preceeded to get out the car to check my right front tire the tire did not bust but it was shifted back on the panel so I was lucky I was near my home **** a hard time to try to get it in my driveway every thing was supposed to be brand new on the side that they fixed the tire shouldn't have shifted back that easily it didn't hit the curve hard at all it slightly rubbed up against the curve so all I'm asking that can they please repair my car the right way I shouldn't have to pay for anything all I'm asking is that they correct the issue I also think that they over charged my insurance for 10.000 dollars so if someone can kindly reach back out to me at ************ ** ************ I just want my car fix the correctly way please someone call me as soon as possible I've been getting cars from you all since 2015 I never had a issue with you all until this happened I want to thank you all for help

  Business response

  03/11/2024

  To whom it may Concern,  The complaint refereneces a few things that dont make sense.  1.) The vehicle was never serviced at Bob Johnson Chevrolet, the complaint is lodged against Bob Johnson Chevrolet though.  2.) After some research I found the vehicle was repaired at a facilty we now own, however that is a completely separate business entity. Attached are pictures of the vehicle prior to the repair. The repair was focused in the rear of the vehicle, not the front. 3.) The repairs alledged in the email don't correspond with the damaged area. In fact, the complaint doesnt offer a clear depiction of what actually is wrong with the car today, some 3 years later after the repair.  I think the best course of action is to bring the car to the facility and have it evaluated. This offer doesnt imply we will be offering financial absorbtion of the repairs. The other course of action that could be done is the customer could contact the insurance carrier who paid this claim for a supplemental claim.   Sincerely,   Robert A. S**** Executive Manager 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last week I purchased a used vehicle. Upon leaving the dealer lot I noticed a small crack in the windshield. Immediately went back inside to address the issue. I was told by the sales representative that an employee from the service department will be following up with me to schedule a time to repair the crack. Days go by and haven’t heard from anyone. As a result I contacted the sales representative that sold me the car to get an update. Again get the same response that someone will be contacting me. Still haven’t heard anything back. This situation is becoming frustrating as I keep getting the runaround from employees from the dealership. The crack on the windshield was not something I caused and I shouldn’t have to go through my insurance to fix this.

  Business response

  12/28/2023

   

  Its my understanding the customer has an appointment to have this resolved. Delays were due to holidays vacations. Please advise if any additional help is needed.

  Thank you, 

  Robert S****

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment to have my truck oil change & tire rotation performed. I also mentioned a grinding sound coming from my driver side front tire when I back in my driveway and if they could check it out as well. I dropped the vehicle off the night before my appointment, (Thurs. 8/17/23), with anticipation that the vehicle could be worked on all day on Friday, 8/18/23. After waiting all day on that Friday I called to check the status of my vehicle to see if it was done. I was transferred to a service persons voicemail where I left a message to call me back. I never received a call back. I tried several more times with the same result, no response on when or if my truck was ready. The truck was left with them overnight. On Saturday morning, 8/19 I called again several times with the same transfer to voicemails, where I left messages to get a call back on the status of my vehicle, no response. Sunday the shop is closed so I waited until Monday, 8/21/23 to call again. Same scenario, left voicemail, no response. I drove another vehicle to the shop on Monday around 11am. I asked a service person about the status of my vehicle. He said the person assigned to the work was on vacation. He said they had ordered a part for my exhaust system that they claimed was the source of the noise complaint. He said it should be ready by late Monday afternoon and he would call me to notify me. They did notify me that afternoon via voicemail as I was on the other line when they called. I tried calling them back 3 minutes later and again had to leave a message to notify them that I didn’t have a ride on Monday evening to get there before they closed and would pick the truck up on Tuesday morning, 8/22/23 at 7:30am. Upon arrival Tuesday morning I picked up my vehicle and explained that I was dissatisfied with the service and that I didn’t want to pay for the oil change ($97) because of poor service. The service person said if I didn’t pay he would “call the cops”. I eventually paid….

  Customer response

  08/28/2023

  My Vehicle Was “Repaired” using the wrong part.  Need Proper part installed.  

  Business response

  08/31/2023

  Additional parts have been ordered to repair the vehicle. Communication has been made since this complaint has been initiatated. A plan for resoltion has been made with the service manager.  Robert S****  Executive Manager 

  Customer response

  08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ***** *********

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my 2023 ***** ****** in Sept of 2022 with about 5 miles on it due to transport moving it ect. I just starting having issues with only 12,300 miles on it. When driving at an any speed and coming to a stop or applying break to slow down to turn there is a (clicking / clunking) sound coming from the front end passenger side wheel well. I took it into service and duplicated the sound and the service person Nick M. Who I took for the ride first time said he heard this before and it’s “normal” as it’s the breaking system with the breaks and caliper. I left it at the dealership to have the Technician overlook it and they found nothing wrong and out of the ordinary. When I went to pick up the suv Nick M. said this was advised to be typical and normal. I do not believe this is typical and or normal only because I have couple buddies with ******* who I asked and drove and their suv does not do this. I spoke with the service department today and Nick it’s another Nick coincidently not the Nick M. This Nick, I took for a drive today and showed him and duplicated the same issue several times and I have a appointment for July 31st to have this issue looked at for the second time. Would you please be able to assist me in and guiding me through the Lemon Law as this was a significant purchase and it’s a 2023 ******.

  Business response

  08/01/2023

   To whom it may concern,  The customer has an appointment for service on August 1, 2023. When that appointment is complete and the vehicle is properly evaluated , a determination will be made as to what could be wrong with the vehicle, and how it will be repaired. Keep in mind that another shop has already analyzed it, and determined that there's nothing wrong with it. At this juncture, the vehicle does not meet the criteria for lemon law. In fact, it's not even close. There's nothing more for the customer to do then to just be patient and let due process take place.   Thanks,  Robert *. S**** **  Executive Manager 

  Customer response

  08/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  There is a issue with the front end as I took Paul the service technician out for a ride and has acknowledged this. I was contacted by Connor the service writer who did say parts were needed to be ordered and will be in back order.   Regards,  ******* ******

  Business response

  08/02/2023

   To whom it may concern,  Please review my rebottle in reference to complaint ID ********. The customers initial relief sought when contacting the Better Business Bureau was to assist him and guiding him through the lemon law. My position is the same as it was in my initial response, which is the vehicle does not meet that criteria. We have initiated a repair process and in the customers response he knowledges that we have now made progress with diagnosing his vehicle and are now working on ordering parts. In summary, the vehicle has been diagnosed the parts of an ordered, and the customer does not refute that he is not eligible for a lemon law. The business has a offer, a reasonable explanation, and answer to complaint, and I hereby request that the case be closed as a reasonable attempt to satisfy the consumer has been made by the business. Thanks for your understanding,   Robert S****  Executive Manager 

  Customer response

  08/09/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Robert is quick and eager to dismiss all matters of my service and process of handling my vehicle. I feel like I am not being heard in this matter and nothing is being resolved. I have ***** corporate who tried to call him several times and I guess he responded to a email but no calls. Please advise next steps as I included a screen shot of what I was told by Connor the service writer what parts were ordered and are on back order.    Regards, ******* ******

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother and I purchased a car here May 2022 and have had nothing but problems that are being passed off. When I got the car I had to put antifreeze in it every other day and they told me yeah thats fine, I'm not stupid and know its not. they finally replaced the over flow which was leaking. Along with other complaints which some were fixed, two were passed off. I complained about the car lagging when you step on the gas not all the time so when they had it they said it didn't happen so it's ok and the other was the air/heater fan was not working right. Now 6 months later the fan motor is gone and they say I never complained about it but I did by telling them that every once in a while 5 and 6 had no difference from the rest and once again because it didn't happen with them it was fine. I have called a number of times and left a message for the head manager with no call back, talked to the manager of service and no call back. Also they park the cars so close together after the garage I had 2 new scratches they were supposed to look into with no call back after 6 months. When I was there another couple were having problems with a recent purchase and a gentleman who had to keep bringing his truck in for the same problem. We all had the same thought that they dont fix what is wrong to run out the warranty so they dont have to spend the money.

  Business response

  11/28/2022

  To whom it may concern, 

   

  I cannot locate any sales records for the above named customer, either by name or phone number, or email address. If the above named customer isnt the owner ( named in the sales agreement or on the registation/ Title application) then due to privacy reasons we cannot respond to any complaints. We need to validate this prior to moving forward. 

   

  Thanks for your help,  

   

  Robert A S**** *** 

  Executive Manager

  Customer response

  12/05/2022

  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.n I have put in a complaint and you guys marked it as solved and it wasn't. Like I said the car was purchased in my mother's name *** ****** but it is my car and if they read where it was brought in for work it was in my name. It was because I needed a new blower motor and they didn't want to fix it so I had it fixed and have pictures of what things looked like. They have many complaints of how they do bad work or blow people off, why is nothing being done about this. They are the rudest people call you a liar because their people don't right everything down so there's no proof. Would like my money back that I paid to have it fixed.  Regards,  **** *****

  Business response

  12/05/2022

  To whom it may concern, Nothing has changed since my first response. I have nothing in my purchase records that link the complainant to purchase, using her name , phone , or email. I cannot go further with this due to privacy and compliance rules. I asked the this case be closed as it originally was.  Thanks Robert A. S**** ***

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2006 Chevy Express 3500 to get my cluster looked at because I had it bought and installed by Bob Johnson Chevrolet and it was under warranty and stopped working. I also asked to have a seat belt installed, which was done. The cluster they said couldn't be fixed permanently because it needed a harness, which they said they could not order the part because it's discontinued. So we dropped off the van on 8/17, didn't get it back until 8/19. The van started up with no problem before it was dropped off on 8/17. We went to pick the van up on 8/19 and the van wouldn't start. So the service advisor Mychael said it sounds like it ran out of gas and insisted we go buy a gas can and go get gas. So we did that after knowing they had gas at the dealership. After trying to refill the gas, the van still didn't start. So they took the van back into the shop, then they say it needed a fuel pump which would cost us 1,057 dollars. There was never an issue with the car starting until Bob Johnson had the vehicle. As of 8/22 they still have the van and are refusing to take responsibility and are refusing to fix the problem free of charge, when they caused the issue with the van not starting. The shop is not following up with us after we talked to the assistant manager in person named Clay on 8/20 and he said the manager Jamal is working on it. We called 8/22 and Mychael the advisor acted like he had no clue what was going on and didn't know anything about the van, so the van sat all day on 8/22 without even being looked at. We want Bob Johnson to fix this van because I need this for my roofing business and don't want to pay a dime, since they know what they did and only want to take my money. Please have someone follow up with me and my van is still at Bob Johnson currently.

  Business response

  08/23/2022

  To whom it may concern,The vehicle was brought in for repairs as the customer stated. The nature of the repairs it was brought in for was the instrument cluster, more specifically a instrument cluster problem which needs a new connector, which is a discontinued part. Security footage shows us driving the vehicle outside of the shop and parking it. The Customer arrives to pick the vehicle and it will not start. After a little back and forth of what it could be the shop takes a look at it and determines that the fuel pump has suffered an electrical failure. Meaning it has power to the pump , its just not running. This fuel pump is inside of the fuel tank under the car- nothing related to the repairs. This vehicle is 2006 , with over 200,000 miles and a repair history that eclipses many repair facilities. It is our position this isn't something we caused, and we will not absorb total financial responsibility for. In the spirit of customer assistance I would be willing to help however the customer needs to accept accountability and understand that there will be contributions from them as well. Thanks , Robert S**** Executive Manager 

  Customer response

  08/24/2022

  I don't agree with Bob Johnsons response and don't trust them or anything they say.  My van has been fixed since I purchased it by the same mechanic *** *******.  I spoke to *** after we tried picking up the vehicle on 8/19 and it wouldn't start and he said the car has been starting up good, which it has been, until Bob Johnson had the van.  *** said it sounds like they screwed up the wiring, which is why it won't start, it's not a fuel pump issue because it would start right up still if the fuel pump needed to be replaced by knocking on the fuel pump and trying to start it which we tried doing on 8/20 and it wouldn't start.  *** said it has to do with the wiring then if it didn't work.  Bob Johnson is responsible 100% for this and they know what they're doing.  I've already contacted a lawyer regarding this and am waiting on a call back.  Also I  will be filing a discrimination suit too because how are you going to make a customer who has spent over a 1,000 for repairs at the shop be told to go buy a gas can and get gas because the service advisor Mychael said they have no gas at Bob Johnson and come to find out on 8/20 when we came, we witnessed an employee filling up a car with gas in the back of the shop where my van was parked.  I'm Hispanic and after speaking to other sources this is discrimination because why would you have me go get gas, while everyone else is getting gas filled up there?  Come to find out the van wasn't even out of gas, which the service advisor Mychael thought it was the reason the van wouldn't start, which that wasn't the case either.  I will be also contacting the news station also to notify them of how this business is being run and Bob Johnson should check out some recent reviews from about a week ago from another customer who was having similar problems as I with the service center.  They need to take care of this matter, or else a case will be filed against them including them refusing to fix my van and a discrimination suit. Also, I have lost about 10,000 dollars from a job i could not complete because of not having my van, which my lawyer is aware of.

  Business response

  08/31/2022

  To whom it may concern; Please close the case out as the business made a reasonable offer and the customer declined.  Thanks Robert S****

*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. ↩