ComplaintsforGranger Chevrolet, Inc

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****************** stated the catalytic converter had a 2 year unlimited mile warranty. They told me to bring it into the shop for warranty repair as it had been less than 2 years when the work was completed. After dropping off the vehicle, I received a phone call that the work was not under warranty and that they wanted to charge for the diagnostic. Apparently, the previous work was sub contracted out by Granger to a muffler shop and they were going by their warranty (not honoring what they told me).

  Business response

  09/25/2024

  We appreciate the opportunity to respond to Complaint #********.Our goal is to ensure customer satisfaction, and we take feedback seriously.
  The customer brought their vehicle in after speaking with a service advisor, who informed them that while ** parts have a two-year warranty, they could bring the vehicle in for an assessment. Its important to clarify that the vehicle was serviced at a local muffler shop in April 2023,where an aftermarket catalytic converter was installed at no charge to the customer at ******* miles. The part offered a warranty of 12 months or ****** miles, as confirmed by local muffler shop. The truck in question was a **** and our shop is not equipped with a pipe ****** for exhaust work, which is why it was outsourced.
  The customer has since driven ****** miles, which places them outside of the part warranty coverage. There was no appointment, and the customer arrived at ****** on 9/**/2024, after technicians and shop ******* had already gone for the day. The truck had ******* miles upon arrival, which was outside of the part warranty.
  We understand the customers concerns regarding the warranty information. We encourage open communication and will make efforts to ensure all our team members provide clear and accurate information in the future.
  No fee was charged to the customer and a complimentary fill-up of fuel was given. The customer picked up the truck the afternoon of 9/24/2024.
  Thank you for your attention to this matter. We remain committed to resolving any issues and improving our services.
  Sincerely,
  *** ******
  Service Manager
  Granger Chevrolet

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/24/2022 called Granger Chevy about suspension. 7/18/2022 starter went out on truck. 6/24/2022 Have Ding Protection on truck. Tailgate needs fixing, Mud Flap missing, rust spot on top of cab. Dents on fenders, touch up paint on scratches. All these things Granger Chevrolet was told of and the sales person ******* ******* said the truck was in great shape, good condition. And also had warranty. Now he says Granger will not pay to fix these things. I would have to pay.

  Business response

  08/09/2022

  ***** at dealership is working to take care of the customer and has been in contact with them.

  Customer response

  08/17/2022

  I am rejecting this response because:

  I ***** ******* on 06-18-2022, purchased a 2015 Chevrolet Silverado.  C1500 truck from Granger Chevrolet.  at **** ********* ***** Orange Texas 77632.  The sales person's name was ******* *******.  I asked Mr. ******* about the condition of this truck, and he said the truck had been checked over by their mechanics and techs.  Mr. ******* said the truck was in great shape and there was nothing wrong with the truck.  I asked was there a warranty and he said it did.  Mr. ******* also said it came with ding protection that covers dents scratches rust spots and missing items off of the truck.  I also purchased extra coverage for two years through National Auto Care.  While purchasing this truck. 
  

  On 6-24-22 I called Mr. ******** about the suspension under the truck and he said that I needed to bring it in because it was running hard on rougher roads.  Mr. ******** made the remark you bought an old truck.  He did not say this when he was selling it to me.  WE had an argument about this, and he said he will check with the shop manager and let me know something about when to bring the truck in for inspection.  Mr. ******** also brought up trading in on a better truck but he would have to re appraise the truck that I just bought.  I said no you will give me the same price I payed for rt.  Mine and his conversation ended.  Mr. **** ******** handled the paper work for Granger Chevrolet.  He called me about the problem with the truck and I told him about the suspension.  He said he would call me when to get the truck checked out.  Mr. ******* or Mr ******** from Granger Chevrolet did not call me back!!

  On 7-18-22 the starter went out on the truck.  Granger would not pay for the wrecker and replacing the starter.  100 dollars for the wrecker fee and 530 for the starter. Granger did not honor dealer warranty.  The starter is part of the engine.  also I filed to ******** **** ****.   I ***** ******* had ******** **** **** in Orange Texas to do a suspension check on the truck.  I payed 25 dollars to have that done.  The mechanic there said I need new struts, front and back shock absorbers, lower ball bearings, and a front end alignment.  Their cost to fix that is 1,838.25.  The mechanic there Mr ***** said Granger should of not sold the truck in this shape.  He said it was unsafe.  

  On 7-25-22 I called Mr. ******** at Granger on doing a suspension check and he said he would talk to the shop manager and call me back.  Mr. ******** DID NOT call me back.  Ganger Chevrolet could not call or talk to me about the truck.  I called the BBB in Beaumont and filed a complaint against Granger Chevrolet. 

  On 8-11-22 and 8-12-22 Granger kept my truck to be inspected  by their mechanic..  He found the lower front axle assembly and bearings nd one tie rod bar needed replacing and a front end alignment was needed also.  They were to fix tail gate and put a missing mud flap on.  
  

  The lady in the office on 8-12-22 told me all that was found wrong in the truck and gave me a price of 3300 dollars to fix the truck and if I pay half, Granger would pay half.  I said no because the truck was sold to me in this condition.  Granger Chevrolet sold me an unsafe vehicle.  I feel they should take the responsibility to upgrade to a better truck.  They should give me what I payed for this truck and what I have in it.  Granger can keep this truck.  I payed 2500 down on the truck plus I payed 3500 on the started, 100 on a wrecker, and have made on payment of 465.83.  Granger Chevrolet sold me an unsafe vehicle and they told me the truck was checked out and in great shape.  This truck was not checked out and is not  great shape. 

  This is why I am filing for Arbitration against Granger Chevrolet. 

   

                                    ***** *******
  

  Business response

  08/30/2022

  Good Morning

  The truck Mr. ******* purchased was in working order at the time of purchase. We did check this truck in our shop when we first got the truck and before it was for sale. We made the necessary repairs before we made it available for purchase. Granger Chevrolet stands behind our vehicles offered a free 3-month 3000-mile warranty on the power train only. The trouble that Mr. ******* had with his truck does not fall under the power train. Power train is motor transmission and rear end only. His starter went out and that’s not covered. The starter was working fine at the time of purchase along with everything else. If there was anything wrong with the truck at the time of purchase, I’m sure Mr. ******* wouldn’t have purchased the truck. The truck did have over 100,000 miles on it and unforeseen things unfortunately happen to vehicles with higher miles. Things like that is out of Granger Chevrolet’s control. We stood behind everything we agreed to with Mr. ******* and we have all the documents to prove that.  

  Thank you

  ***** ********** GSM

  Granger Chevrolet

  ************

   

   

  
  
  

  Customer response

  09/14/2022

  I am rejecting this response because:   
  
  I WANT to see the PAPERS and DOCUMENTS of SPECIFIC REPAIRS, and all MAINTENANCE performed on this 2015 Chevrolet Truck BEFORE it was made READY for sale. Mr. ******* with Granger said the Truck was in (A) ONE TOP shape and ready to sale .I purchased this truck on (06/18/2022) on Sat. Evening. While I was going home with this truck I noticed the suspension was Bumping Hard on rough places. I drove the truck a couple more days to be sure of the problem before calling Mr. *******. I called Mr. ******* about the suspension. He said he would talk to the shop manager and call me back. He "DID NOT" call me back. On (07/23/2022) ******** ***** **** checked the Suspension, said it was Bad, and Front End, and Shocks. The mechanics there said Granger sold me this truck in this shape? Which is unsafe to drive this way. These WORN PARTS did not just happen after I bought this truck. He said Granger Chevrolet sold me a UNSAFE TRUCK and it was not serviced properly by their mechanics before selling this truck.   
  Sincerely,
  ***** *******

  Business response

  09/14/2022

  We will no longer be in contact with Mr *******.  He called on a recorded line to General Motors and threatened to come up to the store and shoot and kill people.  It was reported to us and then reported to the police.  Mr ******* is not allowed on the property of any Granger businesses.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a 2011 Chevrolet Silverado and they changed the rear main seal after I signed the papers in it and 2 months later it was leaking oil and the rear main seal blew out again and they would honor the work

  Business response

  04/15/2022

  We were not able to reach the customer for a little while but we did finally get in touch with him.  The issue is resolved.  He no longer owns the vehicle.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 24, 2022 This complaint is against Granger Chevrolet, located at 2611 McArthur Dr., West Orange, TX 77630. I purchased a used 2011 ******* Aquus, VIN# ***************** from this dealership on March 5, 2022. The salesman that sold it to me was **** ****. After purchasing it on March 5, 2022, there were several lights that came on the dash on Thursday, March 17, 2022. The speedometer was reading 160 mph while I was sitting in my driveway, and it was in the park position! I was very concerned about the several lights that came on the dash. I had my wife take it to ******** ******* in Nederland on Monday, March 21, 2022. She had the mechanic call me at work to explain that Granger had brought the car to them last Fall 2021 for repairs, but after they found out that it needed thousands of dollars of repairs, they declined the repairs to be done. Instead of taking the car to Auction, they put it on the lot for sale! The mechanic stated that it was the second time it was brought in to their shop, and he stated that it only was driven right at 1,000 miles since the last time it was brought in. This vehicle was owned by two owners, and I am the third. The mechanic sent an email to me for the repairing the ABS module alone, and the cost would be $3,573.04. After learning about the very expensive single repair, I texted the Granger salesman, **** ****, and he stated that he would do everything he could to help me, but still has not, as of today. I offered to even purchase a brand new vehicle from him. I feel like Granger Chevrolet should have sent this car to auction, instead of selling it to a consumer. I have already spoken to an attorney regarding this matter, but would like to give the dealership a chance to make this right first. I have sent texts to **** **** several times, and have been really trying to give his Manager the opportunity to fulfill great customer service. Attached you will find a quote for just the parts alone. Thank you, ***** *****

  Business response

  03/29/2022

  Management has contacted this customer and the issue is now being resolved.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to Granger to have automotive work completed, they charged me for it. I then had the same problem took it my dealership at home and advised that what Granger had done should have been covered under warranty when they charged me for it. I have contacted them several time, contacted Chevy 6 month of talking with them. Still no resolve. The person I dealt with was rude and not helpful at all.

  Customer response

  01/01/2022

  I want a refund on the work that should have been covered under warranty.

  Business response

  01/03/2022

  Mr *******

   

  We went back and listened to the phone calls of when you called in can't find where someone had been rude to you.  We only found where you requested information and it was given to you.

  ***** ***** the Service Director has called 3 times and sent an email as well since the complaint was filed and has not gotten a response back.

  Please call him so he can discuss this with you.  Thank you.

  Customer response

  01/04/2022

  
  Complaint: 16401996
  
  I am rejecting this response because: I have talked to Mr. ***** prior with no resolve. I didn’t say anything about phone calls, with people being rude. 
  
  Sincerely,
  
  ***** *******

  Business response

  01/05/2022

  Mr *******, I'm sorry you feel this way.  I am trying to get the issue resolved for you.  I am only going off of what you originally stated in your complaint.  We are not the deciding factor on whether something is covered by the manufacturer or not, the manufacturer is.  They are who guide us through the process.  We have already been in contact with the rep to verify what was done and charged was correct.  That being said we would be more than happy to submit anything on your behalf for reimbursement of what you paid.  We would also take any documentation from the other repair facility to expedite their claim that it would have been covered.  All this can be done with responding back to ***** ***** who has been trying to reach you.  You can visit the store, email him at ******@grangerchevrolet.com, or calling the store at 409-********.  If you will not contact him there isn't anything I can do to help.  Thank you.

  Customer response

  01/06/2022

  
  Complaint: 16401996
  
  I am rejecting this response because:it is not my responsibility to to summit the work to CHEVy. My dealership summitted it to Chevy and was covered under the warranty. When Chevy pulled up who had worked on the truck Granger Chevy wasn’t even logged so this is irrelevant. I am not going to waste my time. I have already lost 1000’s of dollars along with the money I paided. Either reimbursement the money that is owed or you get a mark from BBB. 
  
  Sincerely,
  
  ***** *******

*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. ↩