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Complaint Details
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Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a new vehicle less than 30 days ago and the vehicle is not driveable and they cannot provide repair for the vehicle, as there is no ETA on the part until after July 12 (over 30 days). Therefore the vehicle would fall under the lemon law. We are paying car payments for a vehicle we do not have and with no reasonable estimate as to a repair time. and were given a much lesser vehicle to drive (only after I refused to rent my own which is what they initially told me I must do). We paid over $50,000 for the new vehicle which we absolutely loved, but now we just want out of it so that we can get something else that fits our needs. My vechile is obtaining damage at the dealership as we had just purchased a $650 bed cover which is now and will be sitting in the sun for several months when it is typically kept in a garage at my home.
Business response
06/07/2024
We are so sorry that this situation has occurred with the ********* new **C Canyon. Unfortunately, these things do happen but I assure you we will do all we can to satisfy and accommodate the customer. We have already made a spot inside the dealership for the vehicle so no unnecessary wear and tear occurs. I understand completely that the vehicle would be in the garage at the house and we will do the same while it is here. As far as the loaner vehicle goes, we have a **C ****** that just arrived from the factory that I am going to put into our loaner program specifically for the *********. This vehicle has a similar price point as the Canyon that was purchased. My service advisor will reach out to the ********* as soon as it is available to come swap into.
I just got off of the phone with my ** Zone manager and he has assured me that this case will be escalated and the part will be shipped as soon as possible. Unfortunately we are waiting on the supplier that makes this part and it is completely out of our control as to when it is sent to us. But, with that being said I will do everything in my power to make sure that everyone on the ** side knows how important it is to get the ********* truck back into their possession. Once again, we are so sorry this situation has occurred.
Customer response
06/07/2024
Complaint: 21818096
I am rejecting this response because:Although I appreciate the ****** and do plan on picking it up tomorrow, I do not appreciate the way my wife was treated at the dealership when she took the truck in initially. The release date for the part from the manufacturer is not until July. We have confirmed this ourselves through another dealership with part number given to us by your service department. That is well over 30 days. Again we loved our truck. We just want the dealership to make this whole situation right.
Sincerely,
***************************Business response
06/07/2024
I have a problem as well if your wife wasn't treated correctly as we take the very serious in our Organization. We take pride in treating people with respect and have been operating our business this way for 30 years. I have witnessed *******************************, my new car manager, have many conversations with your wife and he has been completely respectful with her in this difficult situation. It would shock me if **** or ***** have been disrespectful but I will follow up with them and also review camera footage to make sure that is not the case, if that is the case I will reprimand the employee that was disrespectful and handle that internally. We absolutely will make this situation right and will get your truck fixed as soon as we get the part. That is correct, there is a ETA of July but we are all hoping that getting the right contacts at GM involved that this situation will be resolved before that. We will be in contact as soon as we see some movement on the part.Customer response
06/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at the moment. We will address again after a reasonable time for the repairs.
Sincerely,
***************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.