ComplaintsforPayne Dealer Group Management Co Inc

• Initial Complaint

  12/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 11/10/23 my horn was not working on my 2015 Chevrolet Silverado. I took it to Payne Chevrolet to have it repaired. Jose **** ***** service advisor said they charge $165.00 per hour and said it would cost $660.00 plus parts. I had an appointment on 11/1023 at 8 O'Clock AM and Jose called me at 10:25 AM and said it was done and I could come and pick up my truck. This means that they completed the repairs in 2.5 hours which means this should only cost me $412.50 plus parts. Not $660.00 plus parts. They did not work on my truck any longer than 2.5 hours at a labor rate of $165.00 per hour. This is why I am asking that my account be credited back $247.50 for 1.5 hours that Payne Chevrolet did not work on my vehicle. No one should have to pay more than what the hourly rate is for repairs. Jose Luis Rodri also stated that they would be sending me a survey which I have not received to this date 12/2/23. This in relation to Invoice #506750 at Payne Chevrolet. Thank You for your help in resolving this matter on my behalf. Jerome ****

  Business response

  01/02/2024

  The diagnosis was 1 shop hour at $165.00. The repair consisted of wire repair 2.0 hours and horn assembly replacement 1 hour which is a total of 4 shop hours that were sold and approved by customer.
  

  The reason repair took 2.5 hours to complete was here at Payne Chevrolet we do take customer's complete satisfaction very seriously, and always make it our highest priority. In order to have complete customer satisfaction and have vehicles repaired accurately and timely, we have created a program where our Master Technicians train and develop new technicians to ensure quality work. With that said, our highest skilled technicians worked on Mr. Jerome ****** vehicle to get his vehicle repaired as quick as possible. On November 10, 2023, we had two technicians perform repair on Mr. ****** vehicle; Our master technician performed wire repair and his assistant replaced the horn simultaneously. The work done was billed accurately and was based off of a national labor time guide. Thank you for sharing your concern.”

   

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  I understand 1 hour shop time for diagnosis at $165.00. The wire repair was the connector at the horn assembly which I was told was corroded. A new connector had to be replaced on the wire. I do not believe the horn was tested to see if it still worked after the connector was repaired which would mean horn replacement would not of needed to happen. You can not have two Technicians work on this repair at the same time because they would not be able to occupy the same space at the same time for the connector repair and the horn assembly replacement. For this reason I still stand by my first request that my account be credited $247.50. Your Service Advisor called me after 2.5 hours and stated the repairs have been completed and that I can come and pick up my truck. Your invoice did not state you had 2 Technicians work on my truck one being a new Technician which your Master Technician was traning. I do not feel I should pay for your traning program. The invoice did not state there was 1 hour diagnosis and 3 hours labor at $165.00 per hour each.

  Jerome ****

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The car was taken back in Aug to get the Air condition and the the stability trac repaired. They put the car back together in a rush. That they forgot to tighten brake lines and in addtion damaged the door. They allowed my elderly mother to take the vechicle home leaking brake fluid. That it was a mircle she didnt have an accident. In calling back and informing them of the issue they wanted to charge me for a tow truck plus another 160 to rediagnose the issue. After send pictures the service manager agreed to pay for the tow truck and this is after they wanted us to drive it back as the brake line was leaking with no regarded for anyones safety. the fixed the brake line as it seems that the service department didnt tighten or damaged that part, but failed to tell anyone and just let the damage part stay in the car and then charge you later for something they damaged. in addtion the console is still not correct and they damaged the door panel. In towing back to the ******ship the vehicle was at the ******ship for almost a month. They didnt order the door panel and advised us to pick the car and they would call us when the panel was in. I was told the ** was now involved but no ones called to offer any resolution. id like some sort of refund due to puting peoples lives in danger due to the leaking brake lines they damaged and as well as correctly fixing the dash panel and the door panel. and if they need more than a day i would like a loaner car as previous history shows they will take a whole month. and they still have not done the recall for the wipers that it was supposed to get done as well due to no parts

  Business response

  09/28/2023

  To whom it may concern,
  
              After review of Mr./Mrs. ******** complete service history regarding the complaint at hand, we have concluded a complete resolution. First, back tracking to the initial service visit on 08-02-2023, the customer drove their vehicle into our service department with 3 main concerns and 1 recall open. The concerns are as follows:
  
  1. customer stated a “stabilitrack” message appears on dash.
  2. customer stated the air conditioner was not cooling,
  3. customer requests to order and cut key.
  4. Open recall for “windshield wiper motor replacement
  
  During this visit we addressed the “stabilitrack” concern with the replacement of the Electric Brake Control Module (EBCM) and ABS Module, this procedure did consist of removal and reinstall of the brake lines attached to the EBCM.
  
  Next, we addressed the A/C concern with replacement of the compressor, receiver and drier, and the evaporator core. Up to this point in service expenses customers have decided to decline their third concern regarding the order of a key which our service writer did not proceed with. Last, regarding the recall we show notations that parts were not available but still put on order.
  
              Presently, prior to our mutual customer submitting the BBB complaint, we (Payne Weslaco Motors) had our management team speak with the customer and had agreed to have the vehicle towed to our facility to correct any issues with the vehicle at no cost.
  
  After arranging Mr./Mrs. ******** vehicle to be towed in, arrival of the customers vehicle being on 08/22/23, our service team generated a new service repair order with the customers concerns and pending recall. Our service technicians proceeded to inspect customers concerns of a brake fluid leak, scratch to interior panels and the pending recall action. To our findings, we were able to confirm a brake fluid leak on one for the lines attached to the EBCM, which was quickly addressed with re-tightening the brake line to spec, confirming leaks no longer being present. As a measure of good faith Payne Weslaco Motors Service Department has ordered a new interior drivers door panel to address the customers concern. Please note this component was out sourced due to its unavailability through the ******. Now, with parts being available, the recall action referring to the windshield wipers was performed and completed.
              We would like to conclude this response with the notion that we (Payne Weslaco Motors) put our customers first and strive to achieve a perfect fixed first visit. Although, some unforeseen circumstances may arise in our repair process that can impact our perfect fixed first visit percentages in an undesirable manner for both the customer and our facility. We, as a reputable ** ****** are always open to resolve any and all customer concerns with exceptional diligence and integrity.

  Customer response

  09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  As I read the response the keys were never denied to be made. As as soon in the text. In fact the tech didn't have the key in the order initially. So that is another issue your company made. In addition it took several days to finally get an approval to get the vehicle as the service tech joey mentioned in text that there was going to be a charge and the service manager was adamant on getting the brought in by us while this leak was ongoing or we could tow it for a charge. It took sending pictures showing the incompetence of the tech that worked on the vehicle in addition to the damage they caused. Again the issue is still no resolved and the issue was caused by the tech that worked on the car and failed to inform anyone. This was a safety issue caused by you company. The issue of the recall has not been addressed and then they attempted to correct the damage in the body shop which made it worse. In fact in the response there is no resolution as to how your going to fix the issues you caused 
  
  Regards,
  
  ** ********
   

  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 31,2023 I took my car,a2014 GMC TERRAIN to Payne Dealership in Weslaco,Tex service department since that’s where I bought vehicle. I was having problems with it and had been told that it has *** *** ******* I explained to service advisor, Mr.Mathew ****** that all lights on dashboard kept going on and off and also had problems with brakes. At that time he told me they could probably fix problem in about 4weeks. Well it’s 7 months later and my car is still there! I would call Mr ****** monthly to get status but he keeps saying that he cannot obtain the part to fix car I work so my mother***** ******would text about status. On January 13 he said that he can’t locate part anywhere and a week before he told my mother on phone that he had found part at another dealership. She texted on January 23,February 10, and March 10 and he kept saying same thing. We called in April and again he stated he has been trying everywhere and can’t get part. Meanwhile I’m making car payments and insurance payments for the 7 months that my car is there. I don’t even know if Mr ****** is EVEN TRYING to get part They did try to get me to trade in my car and refinance but I want to keep car as don’t owe too much anymore I would truly appreciate any assistance on this situation Thank you very much **** ***** *** ****** ***** *****

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the vehicle *** *** ****** ****, 2021 from ** Payne Weslaco in January 22, 2022. The dealer was Ciro T****** The van was sold with me with additives. Some of them were requested by me. Two additives, ********** *** ******* ********** *********** were added by the dealership. When I requested these additives to be excluded the dealership refused. I used the vehicle for some time before deciding that it was no longer needed. After some time I was able to sell this vehicle to a dealership in Austin, TX. I returned back to ** Payne and went to the refund department office. I requested a refund on the additives. While other additives were able to be partially refunded, they refused to do it on ********** *** ******* ********** **********. They said the documents I signed said they were “not refundable.” I’ve attached documents for you to see. I’ve highlighted in yellow the following. The first one shows the breakdown of charges. Both ********** *** ******* ********** ********** are charged as separated items. These were not “included” as the dealership states. The other document is the ********** ****** Authorization Form. I highlighted the “Waiver of Purchase,” where it states I had the choice to not purchase this service. The last document is the ******* ********** ********** ******* ******** ************ ****. The highlighted paragraph at the bottom states that “the purchase of this product is optional and is in no way condition to either the purchase or financing of a vehicle.” According to these documents, both services were optional and the dealership made me sign them in order to release the vehicle, which seems to me a fraudulent activity. My request is to get my money back. The $3,000 plus its interests charged. They can do the exact math or give me a round number.

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