reached out to help me get this issue resolved. We took our vehicle back to JRF for them to have the repair done at Ozark Chevrolet. I appreciate that JRF did end up making this right, but unfortunately, I am still disappointed it had to be escalated to where it was in order for it to be done and that it took nearly 3 months. Due to this, I am changing my 1 star review to 3.
My wife and I purchased a 2021 Chevrolet Suburban from James River Ford on April 28, 2025. The day after we drove the vehicle off the lot, it rained, and we immediately noticed a leak from the sunroof, with water dripping directly onto our daughter’s car seat. I have video documentation of this incident. I contacted Jeremy, our salesman, right away. He acknowledged the issue and told me to bring the vehicle back when we returned for hail damage repairs, assuring me that the sunroof would be repaired at that time.
We brought the car to James River Ford on May 12, 2025 for both the hail damage repair and the sunroof issue. Later that same day, we were told the repairs had been completed and that everything was resolved.
However, on May 29, 2025 during another rainstorm, the sunroof leaked again. This time, water dripped through the second-row dome light. I recorded this and shared the video with Jeremy. After some communication with Mr. Ohare and Mr. Skinner, Sales Managers at James River Ford, I was instructed to take the vehicle to a GM dealer and was assured the issue would be corrected at James River Ford’s expense.
We brought the vehicle to Pinegar Chevrolet in Republic, Missouri, on June 3, 2025. I provided the video evidence of the leak, along with GM Service Bulletin 23-NA-087, which directly addresses sunroof drain issues in this vehicle model. After holding the vehicle for several days, Pinegar Chevrolet claimed they could not replicate the issue and, therefore, James River Ford would not authorize any repairs under the bulletin. On June 18, 2025 we were told to pick up the vehicle, with no work having been performed.
When we retrieved the car, we immediately noticed significant water stains on the headliner near the sunroof. I sent photographic evidence of this damage to both Pinegar Chevrolet and Jeremy at James River Ford. I also re-shared the GM Service Bulletin, to which Jeremy responded: “That service bulletin seems pretty clear… Taking it back to Chevy or GM and getting that drain hose replaced seems like a pretty clear solution.” Despite this, I was informed that James River Ford would not be offering any further assistance, and I was effectively left to handle the issue on my own.
Let me be clear: I am not seeking financial gain, but out of the 6 weeks we have owned this vehicle I have spent numerous hours trying to resolve this problem, and have been out of a vehicle for nearly 3 weeks. I simply want the vehicle I purchased for nearly $40,000 to perform as expected—without leaking water through the roof during rain. We purchased this vehicle from a dealership expecting integrity, transparency, and customer support. While I acknowledge the vehicle was sold AS-IS, at no point were we informed of any water intrusion or sunroof issues, which would have absolutely been a dealbreaker for us.
I would never feel comfortable selling this vehicle to another individual without disclosing such a major defect, and I expect a reputable dealership to uphold the same standard. As it stands, I am deeply dissatisfied with how this is being handled, and unless this issue is properly addressed, I will not return to James River Ford for future purchases or service. I am also prepared to escalate this matter through every available channel to seek a just resolution.
I ask that James River Ford take accountability and arrange for proper inspection and repair of this defect at your expense, as was previously indicated. I look forward to your prompt response.
