ComplaintsforButler Chevrolet Pontiac Buick Cadillac Ltd.

• Initial Complaint

  19/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my vehicle from Butlers, purchased my winter tires and rims with the agreement that free tire swap every year is included. I booked in today for oil change and tire swap. I received an email from Butlers that stated the owner decided to charge everybody for the tire swap this year. I contacted the manager and he said ******* ****** made the decision. To me, this is blatant false advertising. The managers fix is to do mine free this year but I pay next year. That was not the agreement and they are doing this to hundreds of people. The silly part is I will need new tires in a year or two, likely close to 2,000 dollars and the odds of me spending my money here are zilch if they continue with this ****. Looking forward to hearing from you and would appreciate directions to any government source that may need to be involved if they don't honor their agreement. Thanks in zadvance **** ********

  Business response

  15/11/2023

  In response to Mr. ********* concern, I will say this. I have reviewed the offer from years ago, and it was never advertised in the dealership, it was something offered by past management. That said in the interest of customer satisfaction I will continue to provide Mr. ******** with no charge seasonal tire changes. I hope this is a satisfactory resolution. Also if Mr. ******** has an offer in writing from time of purchase, that states lifetime tire changeovers, I would really appreciate having a copy of this.
   
  Thank You,
  

  
  

  Customer response

  15/11/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20750814, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 24,2022, I again returned my 2018 Silverado pick-up to Butlers for service. Ever since I purchased the vehicle, the truck would fail to start, with no contact what so ever being made from the starter to the engine. And without notice, it would eventually start. Within the first year, I returned the truck for service, and each time Butlers claimed to have fixed it, first they said nothing wrong with it, the second time, they said they found the problem and replaced the starter. It happened again, and this time they said they repaired it, by replacing the fuse block. All of these repairs were submitted to warranty, and repaired under warranty, and each time it was a lie. They never fixed it. The problem persisted, and sometimes the truck wouldn't start for an hour , other times it would start after a few minutes. On January 24th,2022, Butlers told me it was a fuel pump relay, and charged me $155. to repair. I argued with the ******* *******, **** ********, but he yelled at me and told me TOO Bad, I would have to pay, the warranty had expired. I complained to GM, service, 1-800. I spoke to *****, who told me she would advance my complaint to a Senior Ambassador. That was a lie. A week later , I called again, and demanded to speak to the ambassador. I finally did. ****** told me she would fix the problem in a week. LIES ! ****** has never called me back, and refuses to return my calls or reply to my e-mails. Butlers charged me $155. to replace a relay that I purchased at ****, for $11. I don't trust that Butlers repaired my vehicle, and need to have a new relay, in the event my truck doesn't start again during the winter, and I find myself in peril from the cold. I have submitted my complaints to GM, parent company, but have not heard anything back, its like they want to believe I am going away. I am now filling this complaint for resolution. I want my $155. back. ** ******* * *******  ** ********* * ** ** ** **************

  Business response

  19/03/2022

  Dear *****:

  History:

  The first issue the customer had was on January 29th, 2019 with 13,115kms on the vehicle. The vehicle complaint was that it was cranking but wouldn't start. We found a diagnostic code in the system for P6082 - Ignition 1 Switch Circuit. We replaced the fuse block.

  The second time the vehicle came in was June 19, 2019 with 19,761kms. Vehicle came in for a no crank. However when it came here it was working at the time. We tested and made sure all the relays were seated properly. Different problem than January 29th. At this time, no fault found as it was working at that time.

  The third time the vehicle came in was July 31, 2019 with 21,366kms. Vehicle came in with an intermittent no crank and it did act up at the dealership. We replaced the starter.

  The fourth time the vehicle came in was January 13, 2020 with 31,285kms. Vehicle in for regular service. No complaints or issues at that time.

  The fifth time the vehicle came in was August 4, 2020 with 36,275kms. Vehicle in for regular service. No complaints or issues at that time.

  The last time the vehicle came in was January 24, 2022 with 54,253kms. Vehicle was in for no crank. Scanned for diagnostics codes and found Code P0689 - Engine Control Relay. Replaced the relay, cleared the codes, tested several times and vehicle was all good.

  Reply:

  Vehicle had no complaints for 2.7 years and over 24,000kms. We had different diagnostic codes each time the vehicle was brought in with a complaint. The customer's warranty was out by time, which expired August 15, 2021. 

  We did speak with GM and they reviewed the history and agreed with our decision. If the diagnostics were the same, GM would have asked us to switch it over to warranty. There is no relationship between the Codes P0689 and P0682.

  We believe that we did everything correctly and promptly. Unfortunately the customer had run out of warranty when the last issue came up.

  **** **** ** ******* ****** ** *************

  **** ****** ******* ******* - Butler GM

   

   

   

  Customer response

  21/03/2022

  
  ********** ********
  
  I am rejecting this response because: GM's own records, make my argument even more valid. As shown, the vehicle was brought in for service, because of intermittent start fail. Sometimes vehicle completely dead, sometimes it would crank. I say, no mater what was causing the vehicle not to start, the vehicle was brought in to repair the faulty starting system.

  Is GM, completely eliminating the possibility that two different systems relays, were working intermittently? Each time the vehicle was brought in for service, only one faulty system was found and repaired, but the problem persisted. This is what I am arguing.  GM replaced parts, BUT DID NOT FIX THE PROBLEM !! The problem persisted, until the warranty expired, then the true problem was detected (FINALLY) and repaired.

  It took GM, by their own  admition, over two and half years to find the problem, and FOUR service appointments, to find and correct the problem. Lets not lose sight of what the problem was. The truck was not starting, either by no contact, or by cranking and failing to start. If more than one system was involved, than I argue that they failed to locate and repair, all faulty systems. It should have been detected sooner, and repaired under warranty. My argument is that I had a parts repair warranty, for a certain length of time, I did all I can do, by bringing my vehicle to get serviced, during that time. It was GM's responsibility to find and repair the problem, but they failed in doing that in the warranty time slot.

  So now GM argues that I, the customer, should pay for their inability to repair the problem.   
  
  Sincerely,
  ******* *****
  

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