Complaint Review: Van Chevrolet Cadillac - Kansas City Missouri

 I, Tamika, in good faith placed my 2000 Cadillac SLS in the shop of Van Chevrolet Cadillac for a diagnostics check. Wednesday, March 6, 2013. I reported to Malik Yousif, my Service Consultant, that I had recently purchased this vehicle and it was running hot. Prior to me dropping my vehicle off, my neighbor replaced a hose connected to the radiator that was shooting out antifreeze. We drove the car for twenty minutes to see if there were any leaks and if it would run hot again. We stopped at a gas station because the car was; yet again, running hot. We looked under the car to see if antifreeze was leaking and it wasn’t. He suggested taking the car to a mechanic shop to diagnose exactly what the problem may be. When I dropped my car off March 6th Malik informed me that the radiator and the pig tail harness need to be replaced. He said the radiator had a small leak and the harness is causing the check engine light to come on and make the car think that it is running hot. I asked how much it would cost me to just replace the radiator. I informed him to make the repair of the radiator only. We returned the same day to pick the car up and as soon as we got off the highway it was running hot again. I called Malik and they inform me that the car was never running hot when they had it running in the shop. I made an appointment to bring the car back in to them the next morning. Thursday, March 7, 2013 we dropped the car off. Later on that day I received a phone call from one of your mechanics. He informed me that they ran the car for one hour and they drove the vehicle and it never ran hot. He said I declined for them to fix the pigtail harness and that was the problem. The pigtail harness is telling the car something is wrong and nothing is wrong. I asked how much will this cost me and he said $205.00 dollars. I said, “Are you sure this will fix the problem?” He said, “Yes!” I said, “Okay! Fix it.” They called me the same day and informed me the car was ready. I went to pay for the part and labor and see that the cost is higher. I asked malik and he said that they had to replace the thermostat also. I said okay and paid for the damages. I was never informed prior to me paying that the thermostat was an issue. We drove it home and again the car was running hot. I called Malik and asked to speak to a supervisor. I was forwarded to Steve. I told Steve the situation and asked if he could send a tow truck to pick the car up that day. He did. Friday, March 8, 2013, I went to the service department to speak with Steve and he was in a meeting. I waited for hours. I asked Malik if he could ask Steve to call me when he is done. Steve called to inform me that this vehicle had a blown head gasket. He told me it would cost over four thousand dollars to fix and he would credit me the money I spent on the unnecessary parts to the total cost. I informed him that I didn’t have that kind of money and all I had was one thousand two hundred dollars and I would like to receive my full refund for the unnecessary items placed on my car. He said he would call me Monday to see what he could do. Monday, March 11, 2013 I called Steve and he said the best they could do is two thousand five hundred dollars. He said I could finance it through there finance company to pay the bill off. I thought of that as an option and was declined through the finance department. March 14, 2013 I called Steve to inform him that I can’t afford it and will need a refund of the money I paid into the car. He informed me that he couldn’t do it because my car needed those repairs anyway. I told him from day one I came in for the purpose of my car running hot. I did not say my radiator was leaking; because it was not nor did I say my check engine light wouldn’t go off. I informed them, again, that I wanted a full diagnostics because I just purchased the car and it was running hot. My boyfriend and I called Blake to collect dialogue concerning the current issues and possible near future issues dealing with this car. We asked Blake will fixing the head gasket solve the overheating problem and will there be any other problems effecting the drivability of this car. Blake responded, “Yes! Everything will be completed and the only things needed for this car will be breaks and rotors.” He informed me that they will begin tearing down the car immediately and will inform me after completion of labor. On April 4, 2013, my son and I came to pick up the car in happiness thinking that the headache is over. April 9, 2013, my son said the car is acting weird. I asked, “Weird how?” He said that the car is backfiring and the motor and steering column is shacking. The next day, April 10, 2013, I asked him is it drivable and he said, “NO! It’s very dangerous to drive, It will barley make it on the road.” I asked him did he place gas in it and he said, “YES, there is plenty of gas in it!” On April 11, 2013, Called Steve I informed him of the new issues of this car; backfiring, motor and steering wheel shaking, and very stagnant. He said I should check my receipt where they placed the issues of the car in the memo. I complained that if there were more problems dealing with the drivability of this car I should have been informed. I felt that Van Chevrolet has taken me on a penny-pinching rollercoaster ride. April 12, 2013, I called Blake Fannley to recap our previous discussion reminding him that I asking him before he repaired the gaskets will this solve the issues of the car overheating and will there be any other problems near or around the motor in the near future. Blake avoids me and refers me to Steve. April 17, 2013, I receive a call from Steve. I inform Steve that as a customer I deserved better service; one that required a full honest diagnostic and better communication. Steve agreed. I am currently waiting for a price total of parts and labor for the “NEW ISSUES” Van Chevrolet is confirming. I came to Van Chevrolet because I use to bring my 1994 Cadillac to the service department around six years ago. Van Chevrolet, in my eyes, provided five stars service, was accurate and was always informative. For the past few weeks I’ve been given anything other than a five star service. Being that your company took my money makes me feel locked in to keeping a car that I could have gotten rid of, sold it or fix it for less money. If I was treated with “Five Star Service” from the start, I should have been given the correct diagnostic which was the blown head gaskets, paid the one hundred fifteen dollar service charge and walked away with options. Instead, I am three thousand one hundred sixty six dollars and twenty seven cents in the rear, car is unable to drive and Van Chevrolet continues to respond that there are multiple things needed to be fixes on the vehicle. I paid for a diagnosis of this vehicle and they gave me bits and pieces of what they thought were wrong with the car. Had Van Chevrolet said from day one that I had first a gasket blown I would not have kept the car. They made me place money into the car and locked me in with one two choices; fix the head gaskets or lose all the money I put into the car that they said I needed. Van Chevrolet made a mistake by not fully informing me upfront the head gaskets needed replaced. From day one on my diagnostic; based on what they said was wrong with this vehicle should have included all repairs need, not a few. What they said all that was needed was over a two month period, was: 1. Radiator 2. Mass Air Flow Connector 3. Pigtail Harness 4. Thermostat 5. Head Gasket 6. Rotors 7. Brake Pads 8. Front Engine Mount 9. Engine Misfire Again, had all these fine details been explained upfront before repairs were made I would not have invested the time or the energy into this vehicle. The previous owner had agreed to refund me my money back but I had already invested over seven hundred dollars into the car the Van Chevrolet wouldn’t allow me to receive my full refund for NOT informing me upfront the severity of the head gaskets being blown. “From the start the car was running HOT. Notice, I never said the car was leaking fluids nor in the diagnoses did they report coolant was low. One of our problems today is that the car unexpectedly misfires. This issue was not a problem until after they repaired the head gaskets on this vehicle. This car continuously misfires which feels like a delay in the increase of speed by pressing the gas. This again, was not an issue until head gasket repairs. Another issue was the car was running hot after the head gaskets were repaired. My son and I checked the radiator return and noticed that it needed more antifreeze. When they replaced the radiator they did not add enough fluid or didn’t first clear the line or pressure test the car before discharging this vehicle. I am very afraid that they are unable to make appropriate repairs in an honest manner. Today it’s one issue; tomorrow it’s something else. My expectations for Van Chevrolet was to inform me of all repairs needed before I invested into this vehicle. My other problem is that I didn’t send a male to assist me in this process so I believe this is why I was taken advantage of. I took my vehicle to another auto place for a diagostic. It was proven that my car was never truly fixed. The intake and gasket's were leaking antifreeze into the oil pan. I took it back to Van Chevrolet Cadillac and reeived a phone call to come pick up my car. I asked them was is fixed and they said, "We will not touch this car." WOW! You didn't have a problem taking over $3,500.00 dollars and now I have no car to drive and out of money. Where is the great customer service you talk about? I was promised before I gave my money that this will fix it and that they will honor my warranty. I am so disappointed. (913) 890-3804