Complaint Review: Lancaster Motor Company - Carl Boyd

On Saturday, October 6, 2018 I took my 2004 Chevrolet Malibu, VIN 1G1ZS52F74F138257 to Lancaster Motor Company, SC for a front break concern; smoke and screeching. I received a follow up call from the Lancaster Motor Company, SC service department on October 6, 2018 that the car could not be driven until the breaks were repaired and that they could not return it me because it was "unsafe to drive".  The technician; told me that they were keeping the car and that they would follow up with me on Monday, October 8, 2018.  During a discussion with Lancaster Motor Company the week of October 8, 2018 I was informed by Louis Howard Smith that my front calipers had to be replaced along with the breaks and rotors.  The invoice number CVCS186718 totaled $1114.29 for the 2004 Chevrolet Malibu and I was informed that the parts were covered under warranty for twelve (12) months. 

On Friday, February, 8, 2019 my 2004 Chevrolet Malibu, VIN 1G1ZS52F74F138257 had to be towed off of the road and home because the front breaks were locking and the vehicle was smoking from the same original location.  On Sunday, February 10, 2019 the vehicle was towed to the South Charlotte Chevrolet, the nearest dealership.  On Monday, February 11, 2019 KB from South Charlotte Chevrolet informed me that the front calipers, brakes and rotors needed to be replaced.  I explained that the work was done only three and a half months ago by Lancaster Motor Company.  KB informed me that the previous technician at Lancaster Motor Company installed the parts incorrectly and as a result the same problem was occurring.  

I called Carl Boyd, service manager of Lancaster Motor Company and spoke to him about the issue. He arrogantly told me that the parts are under warranty and that South Charlotte Chevrolet should not charge me and chuckled about it. He also made light of the situation when I spoke of the safety concerns with my daughter and grandchildren riding in the car when this occurred. I spoke with the service managers at both locations. I had to pay $983.53 for the exact same vehicle repairs on February 11, 2019 to South Charlotte Chevrolet invoice number CVCS567353.  JB at South Charlotte Chevrolet put in for a refund for.  Chevrolet/GMC informed me that Carl Boyd, service manager at Lancaster Motor Chevrolet is responsible for refunding my payment of $1,114.29 because the parts did not fail (justifying why it was not covered under the warranty) but the technician installed the parts wrong.  

I requested a refund from Carl Boyd, Lancaster Motor Company for improper installation of the parts on my vehicle. He has refused to accept the service statement from the sister company from the certified technician who provided a written detail of the problem or the directive under his dealership franchise agreement.  He told me to send him a “picture for proof” and then laughed.   I attempted to contact his general manger and Tripp Waily, Owner at 803-283-4118 without success.

 I contacted the GM CAC on February 12, 2019 regarding this matter.  The case number is 9-5053595993. I received a follow up call from the case manager on February 15, 2019 at 5:00 PM informing me that the decision was made for Lancaster Motor Company to refund my money because their technician installed the part wrong as documented by South Charlotte Chevrolet as verified. I was informed that Tripp Wailey, General Manager or Gary McWhiter, Principal from Lancaster Motor Company would address the matter. They have not as of this email. No one has returned my calls from the Lancaster Motor Company. GM CAC also informed me that pictures are not necessary and that Carl Boyd has no right to request any photos because a GM certified technician wrote the report.

I shared the response that the BBB received from Lancaster Motor Company on 2/27/2019 with GM CAC. I was informed that Chevrolet/GMC has classified Lancaster Motor Company as being "not cooperative." I also learned that Lancaster Motor Company has not followed up GM CAC and that the case has now been escalated to a Senior adviser. I was also advised to continue with the Better Business Bureau.

I am seeking to be refunded for the entire amount of invoice CVCS186718 totaling $1114.29 because the parts were improperly installed by a service technician at Lancaster Motor Company.  In addition, to an apology for the tremendous inconvenience and safety concerns that this has caused to my family because he made light of my safety concerns.