ComplaintsforEagle Ridge Chevrolet Buick GMC Ltd

• Initial Complaint

  19/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January of this year, 2024 my car lost all power while I was driving it and I had it towed to Eagleridge GM in Coquitlam Bc. It was in their possession from January to May while they said they were working on it. Eveny time I called for a status update, I was given another excuse and another thing apparently found wrong with it. When I picked it up in May, I had possession of it for one day before the same vehicle warnings came on the dash and I returned it to the dealership Eagle Ridge GM then had it from May to the beginning of July, once again saying how they were having difficulty finding parts This is a certified GM dealership and I have a GM car ********************************************************************************************** the car was deemed unfixable by their head office I had already paid just over $4000 for the work Up to this point they say the car cant be fixed Because apart they need is no longer manufactured This same part was working fine when I dropped it off in January!! I have the work order with the diagnostics and a broken car sits in front of my house because they gave it back to me with wires, exposed and parts in the car loose. I have video footage of the day I I had to call another tow truck to get it towed from their dealership, it was barely accessible for the tow truck driver. The car is not operable and is in worst condition than when originally brought there I have met with their service manager, who reimbursed me $1000 of the 4000 to shut up and go away I am seeking complete reimbursement for job, not done. Once again, the car is in worse shape now than it was when I initially dropped it off in January I was never offered a courtesy car from the dealership for the seven months they had my car. I finally pressed them for one in order to light a fire under their **** to fix mine. Once again they didnt fix it. They returned it disassembled and I want all of my money back for faulty workmanship

  Business response

  19/07/2024

  The primary issue with the car is that it is old, and the necessary part has been discontinued by *************** The customer was informed of this problem from the beginning, and the only available option was to find a similar used part on ***** The parts and labor charges on this invoice reflect only the work done to start the car again. However, the old used part we sourced did not function properly, and the customer returned the car to us to find another used part.
  We met with the customer and her husband/partner and provided them with three options to resolve the issue:
  1) Trade in the car and purchase a new one with support in pricing.
  2) Allow us more time to call an engineer from ************** to help program the used part.
  3) Tow the car and compensate them with $1000 CAD, covering the related cost of the paid invoice and waiving the current invoice of $6900 CAD, which means $7900 CAD.
  The customer agreed to the third option and requested the $1000 CAD compensation while taking back the car. The customer still owe dealership with $6900 CAD as she authorized all other repairs in the work order.

  As the customer wanting to claim additional compensation, we believe that we don't have any agreement and we request a full payment of the outstanding invoice of $6900 CAD plus tax, in addition to the $1000 CAD.

  Thanks

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the morning of June 2nd 2023 we took our 2022 GMC in to Eagle Ridge Gm service department for a routine oil change and for some minor recall work on the transmission. In the process they decided to install a heated steering wheel chip as the vehicle did not come with one due to supply chain issues. While the heated steering wheel was a feature we very much wanted to have functional in our vehicle, the fact that this work was going to happen at this particular visit was not communicated to us. What started as a morning maintenance appointment turned in to our being without our truck for 5 days, ruined weekend plans and poor/non existent communication from people in the service department and no interjection from the overall manager/operator of that location.The unauthorized work had their service department take apart the steering column and due to incompetence they managed to strip a bolt preventing them to put it back together. Even though we were told the piece would be in and the vehicle would be driveable by end of day Saturday, it was not until the Tuesday morning we were able to pick it **.In contacting their service department via email I was responded to with a page from their warranty terms which state they are not responsible for damage etc during this work. They failed to address the fact that they performed work that was not authorized by the owner of the vehicle.The last correspondence received was on July 5th offering us a credit for an oil change. After contemplation and consideration we responded on July *************************************************************************************************************************************** ***** ***** ****** ** *** ** *** ***** **** *** ***** ** **** ** *** ****** ******* ***** **** **** *** ** ******** ** * ****** ******** ***** *** ******** ** ** * ******** ******* **** *** *** *******. We received no response to the July 26th email we sent and are now needing outside help to resolve this.

  Business response

  21/11/2023

  When the customer came in and the recalls were being worked (one of which was the heated steering wheel replacement chip) a piece was damaged and had to be ordered in. The customer was provided with a rental vehicle under the vehicle warranty policy at no charge to them. Once the vehicle had the repairs completed, the customer returned the rental vehicle and their vehicle was returned to them. Unfortunately under the manufacturer warranty there is no provision for additional funds to be paid to a customer. ****************** offered a free oil change as a show of good will which the customer did accept. At this time there is nothing further the manufacturer will offer.

  Customer response

  22/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: As previously stated, the heated steering wheel chip installation was not approved to be done during the vehicle appointment in question. The dealership seems to keep glossing over the fact that we lost a lot of money and our plans were affected for that weekend because of the unauthorized work. They mention the rental vehicle provided to us, but failed to note that it was a ***** that was inferior in every way to our $90000+ truck that we were without for 5 days. They also continually do not address the fact that their employees crushed an expensive hat in the cab of the truck and spilled coffee without any attempt to clean it up. While they offered a complimentary oil change, they have not followed through or responded to our acceptance of that offer as a starting point in rectifying this issue.

  We dealt with ************************* (Sales Manager) throughout the weekend trying to deal with this issue at the time and he agreed with our stance and expressed that the way the service department has handled the issues at hand are unacceptable. ***** (the Services Manager, or so we were told) dropped the ball in communicating with us on multiple occasions as we were strung along with how long this would take to get rectified.

  More than one unsubstantiated oil change voucher needs to be offered as compensation to resolve this issue once and for all.

  Sincerely,
  
  ***************************

• Initial Complaint

  06/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2 out of 2 vehicles had major problems, 2 salesman,sales manager and finance manager repeatedly told me they fully inspect and service all vehicles for sale at Eagle Ridge GM .First vehicle,had a pre-purchase inspection,my expense, $280. 1st vehicle ***** ***** Silverado -136k km - Front anti Sway bar,keeping the vehicle from swaying side to side,was not even attached on drivers side and hanging loosely.multiple oil leaks,low transmission fluid,third brake light not working.engine had slight whining noise requiring further diagnosis. 2nd vehicle ***** **** ********,lifted,34 inch tires 160k km- bought this vehicle for $34000 including tax and gold extended warranty.22 days of driving with less than 3000km's,on Vancouver Island when engine started making a strange noise.Pulled over at gas station,lifted hood,checked oil.No oil on dipstick,completely dry.No oil leaking under vehicle.Filled with oil to full level and vehicle started leaking under engine Called **** and had **** towed to ***************** in ***********,recommended by Eagle Ridge GM for warranty.Diagnosis was the Oil cooler,which is inside engine.$1300 repair.Gold extended warranty denied.Was charged $229.73 for diagnosis at my expense. Eagle Ridge GM said sorry,nothing we can do for you.Rented ****** truck and trailer,at my expense,to bring Jeep from ******** *** to Eagle Ridge GM dealership in ********* ****.They were not blaming me for continuing to drive vehicle after noticing oil leak Eagle Ridge GM did own diagnosis.Now it is the Oil pressure switch inside engine,and is responsible for the red light "low oil" warning on dash,$1500 repair.Gold extended Warranty again denied.They Sold the jeep with dangerously low oil level and faulty warning light.obviously not fully inspected 88 days sitting,it's fixed they gave me a signed work order with amount owing $531 with my signature forged on it.Pointed out forgery,they paid bill,Filed report with ********* ***.Lawyer.Oct 24/2023.Total unmitigated fiasco.

  Business response

  17/11/2023

  Eagle Ridge GM has repaired the deficiencies that have arisen at our cost and the customer has agreed to the repairs and will pick the vehicle up once it is completed.

• Initial Complaint

  18/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in November of 2021 I went in to get a replacement tire as my front passenger tire was damaged. Jonathan (who is no longer with the company) said because it was a specialty tire it would take 2-3 months to get in which I was fine with. 4 months went by and I got tired of waiting. Jonathan was no longer with eagleridge and never ordered my tire, I asked to get the tire again and they said they would order it. I've followed up with them alot and they kept forgetting to order the tire, most recently (March 12th I believe) I went in in-person to discuss this in person, after the secretary said she believed the tire was in and to come back in an hour, only to find out the tire was discontinued and that they would try snd find a new one/set to replace it. They keep promising to call me but don't regarding the tire. I've spent 4 plus months driving on my spare tire. I have a newborn and I'm afraid to have her in the truck incase I get a flat and get stranded, I use my truck for work purposes (HVAC) so I need my Truck in top working condition. This is not the first time eagleridge has done something like this but this is beyond frustrating

  Customer response

  19/04/2022

  Unfortunately there's no receipt, I'm trying to replace a tire but eagleridge won't do it because my tire is discontinued and they won't replace it

• Initial Complaint

  29/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 25 2020, Eagle Ridge GM cracked my transmission while it was being serviced. On Jan 29 2020, they repaired it by placing sealant around the area. In Nov 2021, fluid was leaking from my car. **** ***** ***** explained that a previous crack it my transmission was leaking and that I would need to replace the transmission. I contacted Eagle Ridge GM, so that they could rectify the situation since their initial repair only ended up being a temporary bandage. They made excuses as to why they were not responsible, saying (1) that there was damage to the bottom of the transmission, which is false as proven by video evidence. (2) there was grinding done to the transmission, which was done by them in order to allow the sealant to properly adhere. (3) the splash shield is damaged due to bottoming out, however, this has nothing to do with where the leak is occurring and any minimal damage that is present at the splash shield is typical of this part of the vehicle. When I picked up my vehicle on Jan 25th, they failed to let me know that they caused damage to my transmission- ******* ** ***** **** ** ***** ** *********. ** *** ** *** ********** *** **** ***** **** **** *** ************ ***** ***** *** ******** ** * **** ******** ***** ** *** ******* **** ********* ** ****** ********* ****** *** *** *** ** ** ********* ***** ** ***** *** ***** *********** ** ***** *** ***** **** *** ******* *** ***** *** ******* **** ***** ** *********** ** *** ******* ******** ** * **** ***** *** *** ***** ** ******* ******* ** *** ***** ****. Because I now need a new transmission *** ** ***** ************, I’m hoping that they will pay the cost. ** * *** **** **** ******** ** ******* * ****** ****** ** **** *** * *** ******** ******* *** ********* * *** *** ******* ******* *********** *** ** *********

  Business response

  20/01/2022

  Our service department has dealt extensively with our customer to try and resolve this matter. We have records of work orders and pictures that clearly show the damage to this car was 2 years after original purchase, and that it was caused from running over an object. We simply can not help any further.

  Customer response

  27/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have attached an email from **** ***** ***** service manager explaining why Eagle Ridge GM’s claim that the damage is due to me running over an object is false. I have also attached a video that shows there is no damage to the bottom of the transmission as they are claiming

  Sincerely,
  
  ****** *******

  Business response

  08/02/2022

  We are sorry the customer doesn't agree about the damage we have discovered on her vehicle. We simply disagree with her claim, and must remain at an impasse.

  Customer response

  10/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  There is no proof that what Eagle Ridge GM is saying ** ***** In my previous response I provided two solid pieces of evidence, which show what they are claiming (that there is damage to the bottom of the transmission that is causing the leak) is false. On top of that I have other pieces of evidence that show that the damage they caused to the drain plug of the transmission on Jan 25 2020 is the root problem of the transmission leakage. This evidence includes a work order from Eagle Ridge GM that outlines how they attempted to repaired their initial damage at the drain plug of the transmission *** * ****** ****** **** * ******* ******* ** **** ***** ***** *** ****** **** *** **** ** ****** **** *** ****** **** ** *** ***** **** ** *** ************* 

  If I am to accept Eagle Ridge GM's claim, I need some sort of proof to show that what they are saying is valid, but at no point have they been able to provide that.

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  06/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle and it needed diagnosis on a check engine light and TPMS sensor replaced. It also had an issue with a signal light not working. I took it to Eagle Ridge for diagnosis and stated that I wanted everything checked on the vehicle to ensure it’s safety. I was advised to go with the bronze package to give the vehicle a once over. This was on Sept 28, 2021. I was told it would be ready by 1 pm and was given a ride to the mall. I was picked up at 3 pm and advised that even though a key fob had been ordered it had not been programmed, the check engine light was still on and advised it was thermostat and water pump that needed to be replaced. I also had the blinker not working and was told I would not get a ticket for it and it was safe to drive. I was given another appointment in two weeks to amend these issues. Total invoice was for $342.52. On October 8 after only driving for 130 km I returned and was told that everything would be taken care of. They told me they changed the water pump, replaced the thermostat, cleaned the rad/flushed cooling system, did an oil change, changed a bulb and programmed the key Fob. The total invoice was for $1303.37. After I paid and got in the car started it and the check engine light was still on. Jonathan the service tech advised me that the code showed it was an evap that was the code and it was the technician’s error and I had to come back. The next appointment was for October 29 and overnight without a courtesy car. I had advised **** ** *** *** *** *** ******* *** I needed this repaired please. They changed the evap vent valve assembly, harness assembly and was told everything was good and I should have no issues. My total invoice was for $460.65. After driving the vehicle for 286 km when the check engine light came back on and the vehicle almost started stalling on idle. I took it to ******* ** and they said that the evap sensor had not been changed which is a necessary with any evap work.

  Business response

  07/12/2021

  Good Morning,

  Ms. ***** purchased her 2006 ****** ** from a used car lot and brought it to us at Eagle Ridge GM to check on an SES light, perform an oil change with inspection and a cooling system service on September 28, 2021. On that visit we let her know she needed a water pump and thermostat because both were found to be leaking. At that point, we rebooked her for October 8, 2021 to have the water pump and thermostat replaced as well as an air filter, key fob and burnt out lightbulbs as per her request. When she came to pick up her vehicle, the check engine light reappeared. Upon scanning the vehicle we found that the original technician had cleared an evap code which had also triggered the check engine light again. We rebooked Ms. ***** again for the evap repairs on October 29, 2021. On this visit we performed a recall and replaced the evap vent valve at no charge due to our technician's previous over sight. The check engine light was off at this point and the vehicle was running well. It is to my understanding that Ms. ***** has since gone to ******* ** for the check engine light two additional times. Each time was for something different and not related to the repairs completed by Eagle Ridge GM. It is my understanding as well that Ms. ***** is asking us to reimburse for work done by ******* **, which we cannot authorize as the repairs are unrelated to what was done by us. Please see the attached invoices.

  Customer response

  07/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: ******* ** service manager advised that the code for the evap appeared again due to the fact that any evap work should accompany the change of the sensor. This was not done and if it had I would not have had the evap sensor code reappear. I also dispute your evaluation on the burnt out light bulb as I had the vehicle returned without a working signal nor did I have the key fob as was promised on my first appointment. I was told it was ok to drive the vehicle with the check engine light on after my first and second appointment and I am not sure why after having asking for an inspection and check on the vehicle health as well as diagnosis on the check engine light why the code keeps reappearing. It is rather unusual because once hooked up to a scanner or a computer which is even more sophisticated all the issues that need attention should be displayed and discussed with the customer. 
  
  Sincerely,
  
  ****** *****

   

   

  Business response

  08/12/2021

  As I explained in my previous email exchange with the customer, when a vehicle is scanned and a code appears, that one code can have many different fixes. We start with the most obvious resolution based on our diagnostics and repairs diagrams from ** and go from there. Once the part is replaced, the codes are cleared from the vehicle, the vehicle is road tested and if the code does not reappear, we return the vehicle to the customer. We by no means want to throw multiple parts at a vehicle, incurring unnecessary costs to the customer and possibly replacing parts that do not need to be replaced. It was also not until the second visit to ******* ** that the evap code had reappeared. ******* ** had already done other work to the vehicle, prior to the evap code reappearing. The part replaced at that time by ******* ** was not the same part we had replaced at Eagle Ridge GM. This is why we cannot reimburse the charges from ******* **.

  Customer response

  09/12/2021

  
  Complaint: ********
  
  I am rejecting this response because: I was initially told that the water pump was the reason the code was showing and when I went to pick it up the check engine light was still on and went back to speak with the service technician who stated it was an error on the service technician’s side to replace the water pump and that I would be called once the part was received for the evap repair. I had specified that I needed the vehicle in good condition ** * ****** ** ** **** ** ***** ** **** *** ***** ** ****** ** ** ****** *** *** *** *******. When I spoke to the service manager he underlined the repairs that occurred and why the sensor should have been changed at the same time. He said it was all related. He even has his number for you to call him so he could explain it. I do believe he would not be dishonest and tell me to talk to your dealership and clearly state that I should be reimbursed as he knows more than myself that the sensor should have been changed at the same time and saved me the added repair I had done at *******. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  27/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car has had issue after issue since I bought it I’ve brought I been wasting time at the dealership with waiting for them to contact me and waiting there for hours to see someone that can help Me with no luck. The car previous owner was a ****** because the car stinks like cigarettes even after I asked them to please take the smell out. I am now looking at what I can do legally because this is unacceptable to be paying for something with so many issues. The car doesn’t recognize park, engine light has been on the voice control Bluetooth radio ***** *** **** do not work the stabilitrack service sign keeps coming up even after having them look at that one thing at least. The dealership sold me a $2000 ilwarrabty package that does not cover anything and they expect me to pay even though I just got the car not long ago

  Business response

  27/09/2021

  We are currently trying to get in touch with the customer to bring the vehicle in, so that we can check out the issues.

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