Consumer and Ballwin Chevrolet dealer disagree on car repair cost

Consumer and Ballwin Chevrolet dealer disagree on car repair cost

Member complaint

I took my 2008 Chevy Tahoe to ELCO Chevrolet of Ballwin, Missouri, because my check engine light was on. I also wanted them to repair the rear glass defroster tab that has come unattached from the glass six times in the past six years. They fixed the check engine light issue, which I paid for due to the vehicle being beyond my 60,000-mile extended warranty.

Attempting to fix the rear window defroster tab was a real issue, and is still not resolved today. Even though they couldn’t fix the problem, they still attempted to charge me for a part they used in their failed attempt, which I had them remove from my invoice.

They have fixed this problem five other times, including replacing the rear glass completely. This time, they said I needed new glass again, which will cost more than $800, because my glass is no longer covered under the warranty period.

After some complaining, they finally offered to do it for half price. This is not a one-time problem, but rather an annual recurring problem for the past six years!

I called General Motors to complain. They offered 70 percent off the repair estimate. I requested that ELCO make up the difference, but they said they can’t offer any additional discount.

I would like this repaired and for them to provide a 12-month warranty on the repair at no cost to me.

Jeff Gau, Ballwin, Missouri

Provider response

We are sorry to hear that Mr. Gau had such a difficult time with the repair of his rear defroster. We do our best to make every customer completely satisfied, and we’re disappointed to hear that his rear defroster continues to malfunction.

Unfortunately, this is a GM part manufacturing issue, which ELCO can’t control. As an authorized GM service repair facility, the best we can do is fix the problem within specified GM guidelines, as we have done each time.

Our technicians are highly skilled ASE certified mechanics, but they can only repair the item as per GM instruction. This is why GM offered to reimburse the customer 70 percent off the estimate. We do not feel obligated to make up the 30 percent difference since this is a manufacturer issue, not a dealer service issue.

We hope that Mr. Gau will realize this and continue to do business with us, as we value his business as we do all our customers.

Jeff Pirozzi, company representative

Status

Stalemate

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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