All American Chevrolet of Killeen

A GM certified repair facility is required to list the three C's on every repair order (Complaint, Cause, Correction) We record every complaint as a customer statement, using exact verbiage We show the following four (4) visits to our service department from December to March 2018.DECEMBER 28, @ 98,MILES ON ODOMETER"Customer states check engine light on and vehicle sounds like it is not shifting properly"It was determined that the check engine light was due to a faulty exhaust camshaft solenoid Part was replacedThe noise was determined to be a faulty left rear wheel bearing Replaced the bearingAmount Paid: $811.00JANUARY 25, @ 100,MILES ON ODOMETER"Customer states after having work done here check engine light came on and customer states engine concern"It was determined that the surge tank reservoir was cracked and leaking Surge tank was replaced and coolant refilledSubsequent pressure test showed tank to be operating properly after repairAmount Paid: $296.30FEBRUARY 15, @ 101,ON ODOMETER"Customer states car is leaking water since last service performed"It was determined that the water outlet was leaking Water outlet replaced under Special Provisions WarrantyAmount Paid: $0MARCH 3, @ 105,MILES ON ODOMETER"Customer states coolant leaking Customer states been here times for same issue Customer states engine concern"It was determined that that water pump needed to be replaced Customer declined repairs at this time.Amount Paid: $The listed repairs were not related 3,miles were driven between the warranty replacement of the water outlet and the March diagnosis of the water pump Replacing any of these components, in any order, would still have resulted in leaking from the others until all were repaired We correctly diagnosed and repaired what we found at each visit.However, we're happy to sit down with our customer and go over the repair orders and the current water pump issue in person

I spoke with [redacted] yesterdayWe had a nice conversation and covered a lot of topicsHe knows to keep communicating with [redacted] on the status of his truck and [redacted] will reach out to [redacted] with updates when they become availableWe appreciate [redacted] and his patience and understanding while we await the arrival of his truck from Chevrolet

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

Concerned customer,I am disappointed to hear about your experience with our Service DepartmentI apologize for the inconvenience and frustration this matter has causedWe have taken steps to prevent situations, like yours, from happening againFrom my understanding, after you spoke with our
Service Director on 09/13, we accessed the situation and took the car to the Dodge dealership next doorMeanwhile, you were put into another loanerMy sincere apologies if this car was not to your satisfactionThe work was completed and car was picked up on 9/At which point, you paid the deductible plus any additional charges not covered by your extended warranty.Our Service Director, *** ***, will reach out to you to remedy your dispute. Thank you,
*** ***Dealership ControllerAll American Chevrolet of Killeen

The service manager and the general manager met with MrG*** on 3/23/and had a nice conversation, and all parties are currently working together to try and find resolution. MrG*** is involved in that process. The dealership did not remove the door panels, nor touch any of
the wiring contained within. MrG*** is a very nice and polite customer and we are working diligently with him so that we can find a win win for everyone

On July 2015, All American Chevrolet inspected, under the Lithia Assured Value Inspection, the Chevrolet Cobalt belonging to Mrs***The Lithia Assured Value Inspection consist of inspecting itemsAfter the inspection was completed, the only item deemed faulty was an ignition
cylinder. Ignition cylinder was replaced and vehicle was set for saleIn early August after purchasing vehicle, Mrs*** came in with a concern of a grinding noise while brakingUpon inspection of brakes, no fault was determined but brakes were clean from slight surface rustAfter a few days, Mrs*** came back into service with a concern of a vibration while braking and a rattling noise while brakingAt that point vehicle was inspected and technician found excess run out from the brake rotors and was corrected by re-surfacing both front rotorsVehicle was test-driven and vibration was correctedIn late August, customer contacted *** *** in finance and expressed a concern with a vibration while driving above miles per hour*** contacted *** ***, service manager, to address customer concern*** contacted Mrs*** and scheduled an appointment for he or the shop foreman to test-drive the vehicle with customerMrs*** called *** and rescheduled appointment to September 4thA day or two prior to the appointment, Mrs*** contacted *** and advised him she had taken the vehicle to an independent repair facility where she was told the vehicle needed struts and other repairs to correct vibration and wanted to know from ***, if the dealer will commit to repair*** did not commit to the repair but again suggested that Mrs*** should come in at the scheduled appointment to have vehicle test-driven with he and herself and determine root cause of vibrationAfter conversation, Mrs*** agreed to keep appointment. *** explained to Mrs*** that the vehicle was sold "as is" but he would communicate findings with the General Sales Manager, *** *** and would try to come up with a solutionOn September 4th, Mrs*** failed to show for the scheduled appointmentLater that afternoon, both *** *** and *** *** attempted to communicate with Mrs*** on separate occasions to no availAt approximate 4pm, Mrs*** left a voice mail for *** ***, indicating she had no interest in coming back to the dealer since we would not commit to repair or pay for the repairNo further contact has been made by Mrs*** or dealerAll American Chevrolet of Killeen has attempted to work with Mrs*** on a resolution that is beneficial to both her and the dealership

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: 12719867
I am rejecting this response because:  This is a sad response and excuse.  I'm appalled as to how this business respond to customer concerns - with excuses and passing the blame for failure to properly diagnose mechanical issues and do their jobs!  Unfortunately, I should not have expected much more.  Not even a phone call from management to ascertain the situation for themselves.As previous, I am completely dissatisfied and this is totally unacceptable!   
Regards,
[redacted]

We have reviewed matter internally. I have contacted Ms. [redacted] directly on March 3, 2016 and discussed concern. After discussing and reviewing billing,  I recognize we overcharged in the amount of $149.95 for a coolant flush that had been originally...

removed on the write up. The service was not completed as requested but the amount was not deducted from the invoice. Our sincerest apologies for this oversight. I have requested and processed a refund in the amount of $149.95 that will be mailed today, March 3rd of 2016, to her address on file.

Complaint: [redacted]
I am rejecting this response because: I was not informed of what was wrong with the vehicle before I purchased it. I only received a phone call from [redacted]. At first I was told it would be fixed and then I was told it would not be. There were no significant attempts to fix the vehicle or to resolve this issue. What is the purpose of having their service department look at the vehicle after I was told they would not fix it? Just to affirm the fact that something is wrong with the car? Also, if the car went thru a 47 point inspection, why would the brakes need to cleaned/fixed/readjusted? I even had to have the wheels balanced. If the vehicle was inspected like they claimed I would not be having these issues. 
Regards,
[redacted]

A GM certified repair facility is required to list the three C's on every repair order (Complaint, Cause, Correction).  We record every complaint as a customer statement, using exact verbiage.  We show the following four (4) visits to our service department from December 2017 to March...

2018.DECEMBER 28, 2017 @ 98,738 MILES ON ODOMETER"Customer states check engine light on and vehicle sounds like it is not shifting properly"It was determined that the check engine light was due to a faulty exhaust camshaft solenoid.  Part was replacedThe noise was determined to be a faulty left rear wheel bearing.  Replaced the bearingAmount Paid:  $811.00JANUARY 25, 2018 @ 100,949 MILES ON ODOMETER"Customer states after having work done here check engine light came on and customer states engine concern"It was determined that the surge tank reservoir was cracked and leaking.  Surge tank was replaced and coolant refilledSubsequent pressure test showed tank to be operating properly after repairAmount Paid:  $296.30FEBRUARY 15, 2018 @ 101,967 ON ODOMETER"Customer states car is leaking water since last service performed"It was determined that the water outlet was leaking.  Water outlet replaced under Special Provisions WarrantyAmount Paid:  $0MARCH 3, 2018 @ 105,542 MILES ON ODOMETER"Customer states coolant leaking.  Customer states been here 3 times for same issue.  Customer states engine concern"It was determined that that water pump needed to be replaced.  Customer declined repairs at this time.Amount Paid:  $0 The listed repairs were not related.  3,575 miles were driven between the warranty replacement of the water outlet and the March diagnosis of the water pump.  Replacing any of these components, in any order, would still have resulted in leaking from the others until all were repaired.  We correctly diagnosed and repaired what we found at each visit.However, we're happy to sit down with our customer and go over the repair orders and the current water pump issue in person.

I spoke with [redacted] yesterday. We had a nice conversation and covered a lot of topics. He knows to keep communicating with [redacted] on the status of his truck and [redacted] will reach out to [redacted] with updates when they become available. We appreciate [redacted] and his patience and understanding while we...

await the arrival of his truck from Chevrolet.

We’ve already repurchased this vehicle from the customer and returned their down payment, as the mechanical problems with the car persisted and we as well as another dealership were unable to repair to factory specs.  This happened some time ago.  Case closed
[redacted] |...

General Manager | ALL AMERICAN CHEVROLET

We acknowledge your concerns with the 2007 Cobalt and we have proven to be cooperative as indicated with the prior visits. The scheduled visit would have not been any different. We simply did not commit to another repair shops diagnosis without us verifying first. As explained by the service manager, we would like to drive vehicle with you so we can identify all of the concerns. Our intentions are to discuss mutual options that are beneficial to all involved parties once vehicle is properly diagnose. Our offer still stands and look forward to your response.

Hello,  We will be pursuing this matter criminally. Action has been started.

We acknowledge your concern and we will be refunding the fee in full. General Motors warranty only applies to defects from the manufacturer, not workmanship from another dealer. We understand you are in the middle of the situation. We will take it up with the servicing dealer for reimbursement....

Our sincerest apologies for the situation.