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ComplaintsforEarnhardt Buick GMC
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Complaint Details
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Initial Complaint
03/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After nearly 3 months of being told parts had not arrived for warranty work 10/19/23- approx. 01/12/24, I drove to the dealer and spoke with Manager of the service department. They found the parts were in stock and I booked the appointment for 01/15/24. During the inspection and replacing the pressure monitors in the front tires, they found the front brakes were due for replacement recommended rotors as well. Although I had no vibration or noise coming from the brakes and front tires, I knew the pads were getting close due to previous maintenance inspections, so I authorized the maintenance which was completed and paid on 01/18/24. Over the next few weeks, I needed to drive on the highway and noticed a vibration in the steering and pulsing when breaking from highway speeds. I spoke the service advisor on 02/21/24 and scheduled it with them on 02/23/24. I picked it up EOD and was told they didn't see anything wrong with the brakes, but they had run a road force test on all four wheels and 3 of the 4 tires needed replacing. I told the service advisor that all four tires were new within the last 7 - 9 months and I'd had no issues with vibration or braking prior. He insisted it was the tires had gone bad at some point so we discussed options and I chose to have the tire shop look at the tires for possible replacement under warranty. At the tire shop, I explained the issues to the Manager and he walked with me to the parking lot and visually inspected the tires. He explained over torquing the lug nuts could cause these issues and after retrieving his torque wrench, he tested two lugs on the driver side wheel and found they were torqued to at least 175lbs (he stopped testing there) when spec was ~140. On 2/24 I spoke in person to a different service advisor and was told I would get a call back. I've followed up several times via phone and two voicemails, but no call back. $5k+ warranty, $1k+ paid by me.Business response
03/29/2024
Earnhardt Buick GMC, ****(EBGMC) is aware of ******************** concerns. During the January 15, 2024 repair,EBGMC replaced his front brakes and rotors, as well as the radiator and heater hose, and right rear tire pressure sensor. All bolts were torqued to spec.During the February 23, 2024 repair, his cooling fan and t-stat were repaired under his warranty contract. ******************** added the issue of vibration at highway speeds. The brakes were tested and it was determined that they were not the cause of the vibration. ******************** approved a road force balance test, in which EBGMC found three of the four tires tested above the acceptable measurement. All tires were installed and torqued to manufacturer specs using a torque wrench. Earnhardt Buick GMC, **** denies any wrongdoing in this matter.Customer response
03/29/2024
1)The wheels were not torqued properly. Earnhardt has not checked them even after I notified them that the tire shop would not remove the wheels and tires as they didn't want responsibility for any damage to brakes, rotors, lug bolts or suspension beyond the tire warranty claim after finding the wheels were not torqued to spec.
2 There was not a vibration or pulsing upon braking or at highway speeds prior to Earnhardt performing the work. All four tires were fairly new when Earnhardt performed the work.
3 Earnhardt refuses to speak to me and check the torque on the lug nuts. Somebody at Earnhardt made an error and now they are not willing to do the minimum effort to find a solution.
Initial Complaint
05/28/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a 2017 ******* Accent from them in Mid April. I did not have the car 7 days and the car would not start. I had to get the car back to them so that they could fix it. They claimed it was a bad alternator so they replaced the Alternator and Battery. I got the vehicle back and it ran for a little over 30 days and the Alternator went out again. I contacted their service department to try to fix the situation as they had just replaced the same parts that have now went bad again. They suggested because the vehicle has under ****** miles and is still under warranty that I take it to a ******* Dealership. I had the vehicle towed to ******* for them to tell me that I will have to pay over $1600 to have the vehicle repaired and I have not even had the vehicle 2 months. This is ridiculous and no one should be able to be treated this way. It pains me to see that companies have no pride in what they allow any human especially a single mother to drive off of the lot in. Now Im $1600 in the hole on what I have put into the car so far and another $1600+ in repairs that I do not have!Business response
06/05/2022
Earnhardt Buick GMC is aware of the customers concern. The dealership can confirm that JaLeisa brought her vehicle to the dealership in or around April 5, 2022 for an alternator and battery replacement at no cost to the customer. The vehicle issues persisted and it was seeming more likely that repairs, covered under warranty, would need to be performed by a ********specific dealership so that there would be minimal expense to the customer.
The customer took her vehicle to a ******* dealership outside of the Earnhardt dealership group where she approved a claim covered under warranty for $1,386.27 and was only asked to pay her warranty deductible of $100, according to the warranty company. Those approved repairs were handled outside of Earnhardts and therefore we cannot speak on that.
****** De Los ******/Authorized Representative of the dealership
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.