ComplaintsforJimmy Smith Buick - GMC

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle to this dealership to have my vehicle inspected because i was getting loud vibrations and noise from the truck and it was also pulling to the right. The guy from the service center came out and immediatly seen my front tires were worn and advised it was out of alignment and need to be serviced. I created an appointment for the alignment to be done and when my wife picked it up they told her nothing was wrong and rotated the tires and told her if i'm pulling a camper or trailer it was lifting the front tires up causing my tires to wear on the inside and this was normal and should reoccur again. (this makes no sense and was the dumbest thing i have ever heard). After a month my tires that had no wear on them started to do the same thing with my front tires so now all four tires are showing inner wearing so definitely an alignment issue so i went to a different dealer and they confirmed the alignment was way out and needed to be fixed and took my truck to the ******** to get the alignment fixed and the mechanic showed me under the truck how bad it was and that it had never been aligned and they he seen no proof that it was even checked and fixed it and gave me the spec sheet to go back to the original GMC dealer and show them, he said this was months of damage. At this point i feel they owed me for the alignment and tires that needed to be replaced. I called the dealer and the service manager argued and said nothing was wrong and they wouldnt do anything so i drove there and spoke to the manager and she told me it was in the green when checked and nothing would be done and would not give me a district manager and instead gave me GM Customer Support. Continued to tell me it was not out of alignment and my camper or trailer was causing my tires to wear even though i had a distribution hitch and havent pulled my trailer since i first got this trucks oil change 5 months back before this issue. I'm very angry they wont awknolege they are wrong about it

  

  Business response

  11/13/2023

  Please see all attachments. Customer originally came by without an appointment asking about tire wear on the front of the vehicle. Customer was advised at this time that it could be a possible alignment issues, and an appointment was set for 09/27/2023 for further inspection and also a service to be performed. When customer arrived at that time, the services were performed, and the alignment was checked at that time per request. The alignment on vehicle passed (see attachment with green tires), and after further inspection customer was asked if they do any towing due to the fact the alignment and suspension checked good when inspected. ********'s wife admitted that the vehicle had towed a camper trailer on a long trip while moving to this area. Due to the alignment passing and also everything else being within specifications when checked, no repairs were performed, and condition was deemed as normal. The repair order was noted to this aspect, customer signed repair order, and was given copies of both the repair order along with the alignment sheet showing the vehicle passed. Customer was advised he could call ***************************************** to discuss the tire wear he thought was irregular for the mileage. ************** CAC number was provided to him at this time. We also advised if ************** decided to assist or not assist we would find out through our portal and would advise customer and do what is asked by them. 

  Customer response

  11/14/2023

   
  Complaint: 20844229
  
  I am rejecting this response because:

  This business lied, i did not admit to towing anything with my vehicle after the tires were rotated therefore the alignment was an issue and not due to normal wear and tear.  Tire wear on the inside of the tire is due to alignment and i called GMC and they also said the same thing and told me to go back to the dealership however i do not trust this dealer and will never do business with them again.  I took my. truck to a different dealer and told me this dealer has a line of customers unhappy with the way they do business and my vehicle was fixed after they discovered the alignment was a huge problem and seemed to be an issue since the purchase.  This business needs to have their machine checked because there is no way they can't tell this is an alignment issue and not look into it.  I don't care what they say i have all the proof my vehicle is out of alignment and to blame it on towing a camper iss ********.  These trucks are designed to pull things otherwise why the h*** is the *** towing package installed on them.  They just can't admit something is wrong and fix it, i'm done with them worst dealership and customer service ever and thier ratings on the BBB and everywhere else shows it and i hope someone sues them one day and they get removed as a certified GMC dealer.  Even the ******** and ***** dealer told me to not take my truck to them or even buy from them.
  
  Sincerely,
  
  *********************************

  

  Business response

  11/24/2023

  We understand the customers frustration and we understand this complaint; however, we did not sell this vehicle to him. and did what was asked by the customer.  It was sold brand new by another dealer in another state so we have no knowledge of anything regarding this vehicle from the beginning. We did exactly what the customer asked which was to check the alignment. Our alignment machine is a from a reputable company called Hunter. They update specs every year to match the industry standards and that has been done. The alignment checked showed 'green' which is the 'passing' color of this machine. Had the alignment check come back 'red' we would've looked further into this but it was green and passing all the specs. With it being a brand new vehicle, ************** needs to respond. If they want us to look further into the tire specs and what might've caused this we will but we didn't see it brand new and wasn't an original vehicle from here but from GM and the dealer that sold it to them. 

  Again, we are happy to help every customer that comes through our door and do whatever it takes to satisfy their needs and we feel we did just that. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  the sales manager ****** was Very rude and seemed like he really didnt want to work with us when me and my mom first came in. After i purchased the 2015 tahoe i didnt really drive it for the first two weeks until i got my insurance. i drove it approximately 3 weeks when the motor started messing up.i wanted to take it back to them, but i couldnt due to the fact it was shaking and smoking and i lived 45 minutes away and i couldnt make it. so i took it to a ***** place here in decatur just to see what was wrong when they told me i had a misfire on the motor. having me to have to get a loan of $4000.00 to get it fixed cause ****** told me it was nothing they could do about it.i feel like they knew somethhing was wrong with the truck because i was looking at two and the man that sold me the truck told me the truck was sold but when i talked to ****** he told me thr truck had a misfire and i then stated i was told it was sold. so did they have the wrong truck and sold me the wrong one? i dont think they serviced it becasue my transmission fluid looked like it was black. ****** also stated that they offer a service contract on as is vehicles but i let him know that the contract was never offered to me and the only thing he could say was well we offer it and its nothing him and his team could do about it.all of this has happened and i havent even paid my first car payment. then when i was getting it fixed i had to pay 2 car payments without even enjoying my truck. not to mention my driver side door not being able to unlock so no i dont feel like they really thoroughly serviced the car, do to the fact he said he could see what all they did to the tahoe but he never gave me that inforamtion either.

  

  Business response

  07/26/2023

  We would like to apologize if any of our employees made you feel that they did not care or were rude to you in anyway. 
  As the customer was initially looking to purchase a vehicle, we had 2 different Chevrolet Tahoes in stock at our store. 
  One of them had a misfire that was diagnosed on the used vehicle inspection along with other miscellaneous things that needed to be addressed. That was the Tahoe that **************** originally inquired and it was explained that those things would need to be addressed before we could sell the vehicle.
  Her sales person ******* was told about the issues on the Tahoe that she was originally looking at and was told to inform the **************** of the issues, but that we did have another Tahoe in stock if she was interested in it. She ended up purchasing the other Tahoe that had already been through our inspection in our service department. The Tahoe that ***************** bought went through service receiving a full inspection and only needing routine maintenance done with no indications of any issues, such as an engine misfire.
  Our typical business practice is whenever a customer has an issue with a vehicle purchased from our dealership the customer is informed to bring the vehicle into our service department for diagnoses and replication of the issue. **************** did not bring the vehicle back for a diagnoses in our service department and we can not validate the diagnosis of another service department. If  *************** would had brought it back to our store we could have tried to figure out a solution.We explained that to *************** when she first reached out to us about the issue.
  
  We do offer everyone an option of a service contract on every vehicle we sell as long as they qualify and since this one did go through the shop, it was eligible. 
  
  Attached is the original vehicle inspection. 

  Customer response

  08/01/2023

   
  Complaint: 20327275
  
  I am rejecting this response because:one it wasnt another Tahoe I was looking at it was a black Yukon and ******* said it was sold, not that it had some issues lets get that clear. Also I was not offered a service contract from any one so thats also a lie. And as I told your sales manager I couldnt get it back across the bridge as it was shaking and smoking a lot, so I had no other choice but to take it to a place where I live in *******,**. When I did contact you guys to let you know the issue that was going on I also stated I could get it towed to you guys. Thats when Your sales manager said it was nothing Him or his team could do about it and that all sales was finale. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to this dealership for service for the coolant and my car was overheating. An inspection was done on my car at that time. The date was 05/02/2022. Then on September 01,2022 I took my car and they charged me $1099 was for the thermostat and coolant. The same problem in less than seven months. Every time I take my car in to them it ends up to be something else. The problem they fix does not last and I'm constantly spending out money. On 03/06/2023 was for detach oil inspection, front and rear thread for brakes. On 3/16/2023 was for the same thing and I paid $243.32. I keep paying for the same issues. Then on 06/12/2023 was coil breaking down and cylinder. On these invoices it's the same services. If they inspected my car they should have found and fixed these issues before hand. I have attached all of my invoices with all the prices I have paid to this dealership. I think they are deliberately doing something to my car or charging me for things when they should not. They feel like since I am a woman that they are taking an advantage on me. I would like a refund on some these services, I believe are a repeat or unnecessary charges.

  

  Business response

  06/26/2023

  On 5/2/22 vehicle service completed repair coolant outlet housing due to being cracked and leaking. Vehicle was brought in on August 29, 2022 with complaint of overheating found problem of water pumping leaking and repairs were completed and customer picked up on sept 1 2022.  There was  almost 4 months and ******************************* between these two repairs. These repairs were two different issues on the vehicle. On 3/6/2023 we did a routine maintenance oil change. On 3/16/23 was a tire installation. These were 2 separate issues. On 6/12/2023 the complaint on was vehicle jumps sometimes, the repair that was completed that day was a faulty coil pack. This repair was completely different from previous complaints. We can not diagnose a vehicle for future concerns that were not concerns at the present time of services being complete. The issues were not present at the time of the vehicle being in for service. 

  Being a reputable and certified ************** repair shop we have not and will not deliberately damage or misdiagnose a customers vehicle. We uphold honesty and integrity in all business facets. We also do not discriminate against any gender, ethnicity. Our business is run by a woman and all parties are created equal. We do not feel that a refund is necessary due to the fact that all the repairs completed were not related. 

  Customer response

  06/29/2023

   
  Complaint: 20180215
  
  I am rejecting this response because: every time I take my car to this location for one thing, then a few months down the road , it's another problem. It seems like they should all the problems that is wrong with my car and fix them at that time. I think I should be refunded something for my inconvenience. 
  
  Sincerely,
  
  ***************************

  

  Business response

  06/30/2023

  We have received your response and reviewed the service history on the vehicle again. Unfortunately, vehicles have thousands of parts that can fail at any time. With the current age and miles on the vehicle in question, parts can fail at any time without warning. Unfortunately, we wished we could determine when parts are going to fail to better prepare our customer's for future repairs, but some parts do not give any sign until they give out entirely. We do perform multi-point inspections and check for any obvious issues, but once again, some items will not give any indication of a future failure and cannot be caught. Based upon review of history, all of the repairs are repairs that occurred are due to a failed part from age and mileage and could not be previously determined. If these items could have been foreseen, we would have addressed them prior to the parts failing. Due to this, we will not be offering any form of reimbursement at this time. 

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 7, 2022 I purchased a 2015 GMC ****** from Jimmy ********************** Buick/GMC in ****** , **.On the way home the truck started running rough. The next morning the truck continued to run rough. That morning ****************************************, the service manager, called to let me know the part for the a recall had come in. I let him know there was an issue with the truck. We set an appointment, the next week on June 15. Later that day Mr. ********************** called me and told me that he had the recall fixed but did not have time to check the transmission. I had never mentioned the transmission. That leads me to believe he knew there was an issue with the transmission in the truck. The next day when I picked the truck up I was told they had serviced the transmission and put in some additives that would take 500 to **** miles to work in and then everything should be fine. I believe I was misled on the condition of the truck.Ive driven the truck a little over **** miles, the problem persists and seems to be getting worse. I met with Austin **********************, Sales Mgr on Tuesday October 4, 2022 and told him my issue and he acknowledged the previous owner had mentioned transmission problems on 2 occasions. Mr ********************** stated that he and several other employees drove the truck when it was on the lot for sale and they didnt notice anything. At this point I felt Mr. ********************** admitted he was aware of issues. I then asked Mr. ********************** to buy the truck back from me for the purchase price. He declined.When I picked up the truck on June 17, 2022 the service manager led me to believe that everything was fixed and if Id just drive it a while it would be fine. That has not been the case. I feel like I was misled by the service manager. . I have since transmission problems are a well known issue on this model truck.I would like Jimmy ********************** Buick/GMC to purchase the truck back from me for $32,000.00. If that's not acceptable I intend to move on to arbitration through the BBB.

  

  Business response

  10/17/2022

  ************** purchased his truck June 07, 2022. At the time of purchase, he was aware of a recall that needed to be performed on the vehicle and even signed and dated the form stating he was taking the vehicle and the liability that comes with possession. He returned for his service appointment to have the recall performed and mentioned to the service manager, *******************************, that there was a slight hesitation and sputter when driving. There was a bulletin from ************** regarding this issue, and to perform a certain service to the transmission (per GM guidelines). Both the recall and transmission service were performed that day. There was no more communication until September between **************, his sales consultant, the sales manager, or the service manager. He returned on October 3rd 2022 and was upset about his vehicle. He was under the impression something was wrong with the transmission. At this time, 3 months had gone by with no word from him on any issue or wanting his money back. He even returned in between and spent more money by purchasing a service contract on June 17th 2022 so we thought he had all intentions of keeping this vehicle. We have tried to satisfy ************** by working with him in service when there was an issue, we even offered to trade him out of his current truck but was not satisfied with with our offer.  We will not be giving him his money back because the truck he has is in working order, and was at time of sale as well.

  Customer response

  10/20/2022

   
  Complaint: 18180753
  
  I am rejecting this response because: When I purchased the truck on June 7 I was told there was an open recall, but they did not have the part and would contact me when they did. On the way home the truck started running rough and the next day it did the same. That same morning M ********************** Service Manager called and said the part for the recall was in and told him then that something was wrong with the truck. He said he would check that when I brought it in for the recall. The earliest appointment available was June 15. I brought the truck in that day and later that afternoon M ********************** called and said he had finished the recall but had not had time to look at the transmission.....I had no idea what was wrong with the vehicle and certainly never mentioned the transmission. That tells me they knew there was an issue. The day I picked the truck up he told me to drive it for 1000-1500 miles so the additives could work their way into the trans and all should be good. This has not been the case, the issues remained and even gotten worse. I like the truck and was trying to give it plenty of time for the "additives" to work. I did purchase an extended warranty that day partly because I was concerned when M ********************** Service Mgr told me it would be a good idea because a transmission rebuild would cost around 5K. When I went back in October I was hoping to work out a trade since I assumed it was highly unlikely that they would buy the truck back from me, but when I talked to Austin ********************** he offered me $5,000.00 less that what I paid for the truck after having driven the truck about **** miles. Had he offered me even close to what I purchased the truck for I would have traded and he would have had a satisfied customer. At this point I really don't care what Jimmy ********************** Buick/GMC will or will not do. I thought I was dealing with a reputable family business, but that is not the case. These folks are so called "experts" in the car business and apparently have no problem deceiving the **** public.
  
  Sincerely,
  
  *********************

  Customer response

  11/01/2022

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********. The transmission did fail and the warranty (that I purchased) covered the repairs. I still think the dealership knew there were issues with this truck and refused to do the right thing. I will continue to warn everyone I know about doing business with these folks. They cannot be trusted to do the right thing when a problem arises.

  Sincerely,

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

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought. Buick from them, they gave me a $1000 rebate(see pics) when I was walking out the door they told me I had to go home into some military site to give them a $500 rebate. They did not give me a $500 military rebate. I bought the car as advertised. Damon called me a few days ago and said they, we're going to add $500 to my contract? Can they do that? Today I spoke to Austin ***** and he told me to get them the code for the $500 rebate or bring the car back! I honestly believe they are trying to take advantage of me. They did not give me a military rebate of $500, they sold me the car for the price advertised(see pics).

  

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/11/03) */ ****** ***** purchased a 2022 Buick Envision on 10/25/21. He was originally offered 3.8% interest rate with GMF that would have given him another 1250.00 in rebates. The customer wanted 0% interest rate and in order to do so he had to give up the 1250.00 Consumer cash. He was in return given 1000.00 in rebates that is reflected on the Bill of Sale. The rebates consist of the following: 500.00 Military Rebate that requires a military ID # from the customer to submit for 250.00 Loyalty rebate for previously owning GMC or Buick 250.00 in Dealer Dividends (Money provided from GMF to use at dealer discretion) In closing, the 500.00 military rebate is included in his discount that he was given. The customer is responsible to give us the Military ID number so that we can apply for the rebate. If the customer does not give the number, he owes the company $500.00 because we included it in his deal with good faith that he would supply it for us. Consumer Response /* (3000, 8, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This dealership has provided three different forms if you noticed the third form does not have my initials or signature anywhere on it. I provided the screenshots of the advertisement for the car which showed $1000 rebates. That is what I bought the car for, after and I say again after we signed all the paperwork and we're walking out of the door this gentleman said that he gave us a military discount. He requested that we provide him something from ID me. I believe this gentleman or dealership is making this military discount offer up it was never mentioned to me until after we signed the contract I am at a loss for words as to how he now thinks he can add $500 to the contract when the car was advertised for $1000 off I and that is what I paid for it, I will gladly provide him the military discount $500 code if he takes another $500 off of the car because the two rebate advertise were $1000 he never mentioned a military discount until we were walking out of the dealership. Business Response /* (4000, 10, 2021/11/05) */ To respect the customers wishes of desired resolution, no further contact will be made by the dealership.

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