ComplaintsforFolsom Buick GMC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased new truck and had delivered to my home on 5/3/23. Truck was delivered with paint flaws, scuff marks and missing parts. Dealership has pointed blame at GM and GM has pointed blame at the Dealership since Folsom GMC is an independent business who sold me the truck. 1. Multiple manufacture paint flaws and paint drippings which dealership denied liability for. Absolutely no Quality control inspection performed prior to delivery. 2. After market parts were purchased and installed by Folsom GMC prior to delivery. At time of purchase, it was requested that all original parts that were included with my factory truck purchase be placed in the back seat of the truck and delivered with the truck so that I could keep the factory parts which I paid for with my purchase. ***** arrived with no original parts and dealer informed me that they threw the parts away and takes no responsibility for reimbursement of cost replacement of my missing parts. Prices and Part numbers provided by GMC ***************** Total (Before Tax) cost to replace the missing parts is equal to $802.46. -Stock black Fender Flares Front Left Part #********: $114.63 Front Right Part#*******: $114.63 Rear Left Part#********: $110.62 Rear Right Part#********: $110.62 -Stock Front Grill GMC Emblem Part#********: $91.96 -Stock Floor Mats ************** Part#*******: $260.00

  Business response

  05/01/2024

  We are aware and acknowledge ********************** concerns. We  asked that he bring the vehicle back to us to have the paint repairs performed but he wanted them to be addressed locally. We contacted GM and were authorized to proceed as per customers request. GM authorized the repairs and the guest was asked to get an estimate from a local auto body repair shop. The estimate he received was for quite a bit more than what Gm authorized for the same repair. The guest was offered to either have it done at his local facility and pay the difference between what GM would pay and what the repair facility charged or bring it back to us and we would have it done with no out of pocket to him.

  As far as the ordered add on flares and liners, When a guest special orders a vehicle and has additional components added to it to be installed at the dealership the original parts normally do not go to the vehicle owner. With that being said we did offer to obtain some components off a future vehicle that had the same addons, with the guests knowledge that the flares do not come off the vehicle in one piece, We put some flares and mats aside and I called the guest to ask where to send them. To this day I have not received a call to finalize shipment

   

  Thank you

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

  Service manager

  Folsom Buick GMC

  Customer response

  05/13/2024

  I am rejecting this response because:

   

  Good morning. I just noticed I had received an email response from BBB that ended up in my junk folder. I also notice your team closed the complaint due to no response (because I didn't know I had a message from you until this morning). I read the dealerships response which was riddled in false statements. Bottom line is if the dealership would have provided the parts that I paid for and made an attempt to acknowledge or correct paint flaws at time of purchase I would not be reaching out for your help. They are very aware of my complaint but have danced around responsibility since day one and attempted to divert responsibility to to the manufacturer and others with no effort to resolve the issue. Please reopen my complaint and assist with resolution. 

  
  

  Thank you. 

  *************************;

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

  
  

  
  

  Business response

  05/13/2024

  Nothing in the previous statement by the owner of the vehicle is correct. We can supply removed parts if necessary and get the paint corrected if the vehicle is brought to our location or performed in his location at the approved GM totals

  Customer response

  05/15/2024

  I am rejecting this response because:If Folsom Buick & GMC would have been so kind to provide me with my missing parts and fix the paint flaws a year ago I would not even be seeking BBB assistance. I reached out numerous times and spent countless hours working with local GMC dealership and GM (Manufacturer) seeking resoltion. Folsom GMC took a very unprofessional position and here we are a year later now they are wanting to fix paint flaws and give me my parts?! This should have been done a long time ago. It's too late for that option. Now I want financial reimbursement for what should have been covered by them a year ago. 
  
  1.GMC delivered my truck with several factory parts missing (which I was charged for as part of my purchase). 
  -After months of complaining to GM and directly to the dealership, ****** emailed me and we spoke on the phone about Folsom buick wanting to take parts off of other vehicles that they receive in the service shop to send me the missing parts over time. As part of this offer he informed me that they cant guarantee the condition of the parts when I receive them. I told ****** that I expect new parts or a reimbursement for the cost of the parts that were owed to me. At this point we are well past a year of going back and forth about this and im no longer in need of the parts nor do I want anything other than a full refund for the parts which I paid for that I did not receive. 
  
  3. Folsom and GM (Manufacturer) went back and forth for months pointing blame at each other over the paint flaws and finally GM manufacturer had me go to a local GMC dealership for review and estimate since Folsom Buick & GMC is several hours away from me (drive time). Additionally, I had expressed to GM that I would prefer to have any factory paint issues resolved at a local dealership since the people at Folsom had acted Unprofessional during interactions and created a very uncomfortable business relationship at this point. Rather than trying to do damage control and smooth things out, I was actually called by one of the reps from the Folsom Buick & GMC where she proceeded to scold me for writing a truthful review of my dissatisfaction about the sales experience. After receiving an estimate for paint correction from the local GMC dealership and the statement, I was told by GM that they would not cover the paint flaws as it was the responsibility of Folsom GMC. Folsom GMC then told me that I needed to drive the truck back to them which obviously doesn't work for me as they are located several hours away. Keep in mind we are talking about a brand new $100k+ vehicle. 
  Financial compensation is certainly in order as here is no reason why I should have even had to deal with paint corrections on a new vehicle. 
  
  Thank you again for your help. 
  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have complained numerous times regarding the transmission on my truck to the dealership. They "never" found anything wrong with it. I have also complained to it to GM and nothing was ever done. I have a copies of most of my repair orders. I took it in for the transmission 3 times never found what was wrong with it. Also took it in for an air bag light 2 times they found the issue the second time. Was charged an hour of labor the first time even though they did not find the correction. I am now out of warranty the trucks now needs a transmission and my air bag light continues to go on. I haven't return to this dealership since they were never helpful in finding my concern. I would like my transmission replaced since I have complained about it since day one. I saw the problem happening and nothing was ever done when I complained about it. I need help getting this issue resolved please I always felt that they didn't take me seriously because I was a female who didn't know about cars.

  Business response

  11/15/2023

  The guest bought a used car in 2019 with ****** miles on it. The guest brought the vehicle in a total of 6 times since they bought the vehicle and have not been in since **** of 2021. The guest has brought the truck in twice for transmission concerns and the last time they did that was **** of 2020. The last time the guest was in for the transmission they were told the shifting characteristics are considered normal by ************** for the transmission they have and they were offered a copy of the ** bulletin that states as such. The guest brought the vehicle in for an airbag issue twice and as far as we knew that concern was resolved as well. The last time in for the airbag concern was *** of 2021. We would be happy to diagnose their concern and approach ************** for possible assistance in any repair that *** be needed but the guest has to understand that ** will not replace a transmission without the guest being financially responsible for some of the repairs. 

  Customer response

  11/15/2023

  I am rejecting this response because I already took it for a diagnosis at another dealer where I already reached out to GM for financial assistance on the transmission but GM wants me to approve a tear down which In this case they dont know if they can financially assist on the repair. Due to mileage on the vehicle now the dealer recommends a new transmission. I bought a warranty. When I had the warranty and complained about the issue nothing was ever done I took it back to this dealership at the time due to the fact that I bought it from them. I have had head aches with this trucks transmission since I bought it from them. Please help 
  

  Business response

  11/16/2023

  Unfortunately the previous offer is all we can do at this time. If GM is requesting the guest  authorize a teardown before they agree to help then we would get the same response. The customer did purchase a used vehicle and a mechanical breakdown repair contract which has since expired. The extended service will not authorize any repairs without the concern being verified and a cause diagnosed which we were unable to do

  Customer response

  11/21/2023

  I am rejecting this response because I was complaining about this since day one when I had warranty! Now it needs a transmission and now Im on my own without warranty how is this fair ? So because it was used its less important then if it were new ? I shouldve got this address when warranty was active but the dealer ship service department failed to diagnose it properly. 
  

  Business response

  11/22/2023

  Unfortunately, This is all we are able to offer at this time.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back story: I went to the dealership for a check engine light 8.17.23. I previously went to a different body shop for a diagnosis because I bought the car from my dad and I wanted to make sure everything was good. O2 sensor was the only thing that came up...check engine light came on a week later..came back to the shop they reset the system and said if it happens again it's a computer issues and may need an update. My mechanic went on vacation so I decided to take it to the dealership my dad bought it from FOLSOM BUICK GMC. They called my initial shop they advised a flash system. I paid 219 for that to bring the car home and the check engine come back on. I call the dealership and they told me to bring it back in. Originally came in Thursday 8.17.23 came back in Monday 8.21.23. I drove my car in and towed it out. The battery caught fire and they blew my fuse box, they said my water pump was out where there was no leakage to support that and the rear o2 sensor needed to be replaced. They advised it is not safe to drive, they would not recommend it.. i called a tow and when the tow truck driver arrived he was about to put my car on the lift noticed right away something was wrong. The actual guy that touched my car at the dealership would not speak to me or my dad and the man named ** that did come out after we stood next to my car with the joid up was very dismissive and not helpful at all. unfortunately all they ended up giving me is a bill for something they created. They kept saying none of this happend at their shop. The inside of my hood has fabric, if my car battery caught fire, would that have had to as well? If my water pump, o2 sensor and fuse box was blown would i have been able to drive to them and for the distance i did without it breaking down or overheating? I really do think they took advantage and now i have no car. what can I do and who can I talk to, this situation needs to be rectified, this is my only node of transportationand im a mother of 2.

  Business response

  09/05/2023

  1st thing- The vehicle was not purchased from our location as claimed. The vehicle has no stock number for which it would have if it had been in our sales inventory. This is mentioned only for fact, it would have no bearing on how a guest is addressed or how the vehicle is serviced

  2nd thing- The vehicle was brought into our shop by the guest as a request from an outside independent repair facility. We were only asked to program the *** buy the guest and the shop. We never opened the hood since all we have to do is attach our computer to the outlet under the dashboard to program.

  3rd thing- The guest called a few days later and asked about bringing the vehicle in because it seems to be missing on acceleration since the programming. The guest was advised to bring the vehicle in and we would diagnose her concern at no charge to determine her failure. The car was diagnosed to have a failure code P0138 which was diagnosed as a faulty oxygen sensor. During our investigation of the concern we opened the hood to look at the sensor and confirm the unit was connected properly. When inspecting the engine area the technician noticed the fuse on top of the battery was loose and arcing against the mount, this concern could cause the to catch fire and damage the vehicle. The technician noted that the *** that was replaced is mounted to the side of the battery as well as the battery itself appeared to have been replaced recently.

  4th thing- We advised the guest that the situation was very dangerous and the vehicle should not be driven for safety concerns

  5th thing- At no time did the car catch fire while it was here on our property. The tow truck had no issue picking up the vehicle, when they arrived we simply hand pushed the car to the truck for loading. The vehicle was deemed to dangerous to drive because whoever removed the bracket on top of the battery stripped the bracket which caused the concern

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new $80,000 truck from folsom Lake GMC and within 24 hours of having it, it left me stuck on the side of the road up in ******* off Highway 80 in the snow non op, failed transmission and several other failures. The vehicle had to be towed away to be repaired and this was over a month ago now. They have made several attempts to repair and now have back ordered parts not due until May. This was a brand new truck and they stuck me in a long bed truck rental without any acceptable snow tires, very un safe and the general manager has not been able to help and communication has been awful. They should be able to buy back my truck and put me in a new truck but nobody has been too able to help. This has been an awful experience and should qualify for lemon law/buy back.

  Business response

  03/28/2023

  Regarding complaint ID ********
  It's very unfortunate that this customer is having problems with his new truck. It was not 24 hours of delivery but was I believe **** days and the vehicle was towed to **** and has been waiting on parts. I have been in constant contact with ************** requesting a buyback for the customer and got the customer into a rental truck which ************** is paying for. The buyback process does take time and I told him that and that I would do everything for him and to my knowledge they contacted him last week because they called me and asked if we would initiate the buyback and handle the paperwork when they sent it to us. We totally understand the customer being upset but the buyback process **** to go through ************** not through the dealer. We have done everything we can at a dealer level including as I said getting him a rental truck and following up with ************** but their process is slow. Again to my knowledge, he has been offered a buy
  

  back from ************** they are just waiting on the paperwork.
  Should you have any questions please contact me,
  *****************************
  General manager
  Folsom Buick GMC
  *************

  Customer response

  03/28/2023

  I am rejecting this response because: its been almost 2 months now without a solution. They put me in a rental truck that had issues at booking time and I had to pay $200 on my credit card. The first rental truck had a heater that was stuck on heat I had to return. The next rental truck is a long bed without snow rated tires and has been unsafe to drive in the snow. I need to get a new truck so I can get back to work. I work in Tahoe/******* area. I still dont have anything in writing from GMC buyback about accepting a full return. They keep saying they have submitted the paperwork and are waiting to hear back on an offer for the vehicle I would accept nothing less than a full buyback. This doesnt even include all of my time and hassle.
  

  Business response

  03/29/2023

  I apologize for your troubles.  Unfortunately your buyback is through ************** and we have no control over your buyback.  We have called in to them and we are told they are working on it.

   

  Tell us why here...

  Customer response

  03/30/2023

  I am rejecting this response because: this is just another example of not caring about the customer or showing any level of empathy for what Ive been dealing with for almost 2 months now. I still do not know when and where I am going to sign off on the repurchase and pick up my refund (over $10k I am due back). I couldnt keep waiting and needed to go out and buy a new truck that was safe to drive in the snow. Im paying for and insuring both trucks. Nobody at GMC has done anything for me to make this right other than say I have to deal with GMC buyback myself. This is a broken system. I think this experience should be shared so nobody else has to go through what Ive gone through. I will accept and move on once I have my full refund and the repurchase signed off.
  

  Business response

  03/30/2023

  It's very unfortunate that this customer is having problems with his new truck. It was not 24 hours of delivery but was I believe **** days and the vehicle was towed to **** and has been waiting on parts. I have been in constant contact with ************** requesting a buyback for the customer and got the customer into a rental truck which ************** is paying for. The buyback process does take time and I told him that and that I would do everything for him and to my knowledge they contacted him last week because they called me and asked if we would initiate the buyback and handle the paperwork when they sent it to us. We totally understand the customer being upset but the buyback process **** to go through ************** not through the dealer. We have done everything we can at a dealer level including as I said getting him a rental truck and following up with ************** but their process is slow. Again to my knowledge, he has been offered a buyback from ************** they are just waiting on the paperwork.
  Should you have any questions please contact me,
  *****************************
  General manager
  Folsom Buick GMC
  *************

  Customer response

  03/30/2023

  I am rejecting this response because: once I have my full refund check in hand I will accept and move on
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased a brand new 2022 gmc Denali, with cash. Sep. 27th 2022 . When I checked out the truck there was a big scratch and dents on the roof. From being unloaded I was told . It was very bad and needed to be completely taken apart and put new skins on . The dealership said that they would fix it, free of charge and give me a little price break . I agreed because I really wanted this truck in a specific color. I was also told that when the truck was finished and it wasnt perfect that I could get my money back . The sales man *** said its goin to be back to factory finish and look brand new . Its far from that . I was originally told the truck roof would take 2-3 weeks to fix but it took almost 8 weeks. I had to call multiple times during these weeks and was given the run around; something felt off. The truck was delivered to me and upon inspection I noticed that the roof scratches and there was a huge run in the paint . Not to mention it was orange peel paint and not smooth like the rest of the truck . the siding and molding is loose, the trim pieces on the roof and door like an glued together all over and its already coming apart . there are multiple clear coat marks all over the vehicle, the vehicle was not given a deep clean before delivery to me, there were scratches on the truck, the black molding around the front windshield was not bolted down, there were some mishaps with the tailgate, and to finish it off I have a feeling the roof will leak due to the poor repair job. When I took for a first test drive at home it sounds like Im driving airplane the leak is that bad . The person who delivered my truck acknowledged all of this and said he would report to his supervisor. I took pictures of everything and called the dealership the following day to follow up and was given no info. . *** tried for a few weeks to communicate and get the best results since . They finally told me that I could take my truck to a body shop to get fixed.

  Business response

  12/02/2022

  With regards to this complaint,

  1. The customer as never told that if the car wasn't perfect that he could get his money back. that's not how we do business. he was given a copy of the repair estimate which he signed along with a notice that he understood the complete damage from the transport when the vehicle was delivered and agreed to purchase the vehicle at a discounted price from what was previously negotiated when he reserved the vehicle. He was never told it would be 2 weeks as we have no exact timeline with supply chain issues these days.

  It did take quite awhile to get the vehicle repaired and my Asst ******* was in touch with him often and we even gave him the body shop info and he was in direct contact with the body shop 2-3 times a week.

  I understand he wanted his vehicle and we were trying to get it back to him as quick as we could. When it came back, my service ******* looked it over and missed the run in the paint and the glue on the moldings. This should have been caught and taken care of before we drove the vehicle out to the customer. When the customer took delivery this was noted and told that we would take care of making it right. We fully intend to fix these issues but have not been given the opportunity. The customer has been contacted by my service ******* who told him we would pick up the vehicle and make the body shop correct it and drop off a loaner vehicle while it's being corrected. We also told him that he could get an estimate and if agreed it was reasonable that he could have it repaired at the shop of his choice. We have not heard back from him. Just the continual bashing on the internet. Now the customer states there is air noise which he never told us about and we want to correct if we can identify the issue but our staff delivered this vehicle from Folsom to ****** and there was no air noise issue nor had the customer up until his yelp post mentioned anything about it.
  

  These issues should have been caught and i am very upset at my staff that they weren't and want to make it right for the customer. I also understand that he wants to drive his truck but things do happen and i would like an opportunity to make it right but have but been given the chance.

  My Service Manager is reaching out to make an offer to pick up the vehicle and drop off a loaner car and get the issues taken care of and when the customer picks up the vehicle after inspection compensate him for the lost use of his truck

  Please feel free to contact my Service Manager if you have any questions

   

  Thank you

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

  General Manager
  

  Customer response

  12/04/2022

  I am rejecting this response because, 

  well you should have been aware of these issues or we wouldnt be in this situation. Its very frustrating and unbelievable that a dealership can even do this to a a customer. The more reviews and stuff I find out about you guys is making sense more and more . We arent open to sending a brand new truck back into the shop to be repaired for a second time when the people you sent it to the first time came out the  way it did . Their work is very Poor and nothing  they touched came out correct. I also dont understand that when *** tried to contact a owner or a general manager i keep getting the run around.  since Ive started this process I have had 3 diff people including yourself try n reach out to me to resolve this but its a cat chase. You guys Arent willing to take the truck back and give me a refund and Im not willing to send this truck to be torn all back apart and  to even fix the damages that cant be fixed correctly cause of your guys choices. This isnt anything I caused myself to the truck and we came to an agreement to have the truck repaired correctly. I wouldnt have never signed paperwork if I didnt have a chance to give truck back for big repair like this. For this exact reason, lets hope you guys can come pick up this truck asap and move forward with our refund. Would you keep a brand  new truck thy coast you 104k with all these Damages  for yourself ??? I have a claim in with the attorney general next step for me is to get them moving forward. 

  
  

  Business response

  12/05/2022

  Hello Sir,

   

  Our offer still stands that can bring the vehicle to a body shop of your choice and get us an estimate.  If it is reasonable we will pay to have it repaired there.  You were fully aware of the damage and signed off to have it repaired.  You had opportunities to not purchase this vehicle.  We are still willing to make it right with you, this is all we are willing to do.
  

  Folsom GMC
  

  Tell us why here...

  Customer response

  12/07/2022

  I am rejecting this response because: we are aware of what you guys are willing to do and we appreciate that. The problem ** having is finding a body shop that is willing to touch this project . Two of the 3 Ive taken it to said they will repair the paint runs and roof and trim but will  not tear apart to find the leak . The leak is that bad that yesterday after taking to body shops and parking at home, I came back outside and all the windows inside were soaking wet with condensation. So theres definitely a leak from the windshield, sunroof or the metal body work. That  is my major concern that people arent willing to touch being that its a new truck and dont want to be responsible. I have one apt today 11/7 with another place and will see their response. But this is the hardest problem *** ever had spending this kind of money from a dealership . Does the owner of your store know whats going on with our situation? 
  

  Business response

  12/15/2022

  Hi ****,

   

  Please let us know when we can send a driver down to pick up your truck and address your concerns?  Call Me to set up ASAP and we will bring you down a loaner vehicle.
  

   

  THANKS ***** ************

   

  Tell us why here...

  Customer response

  12/16/2022

  I am rejecting this response because:what happened to us picking a body shop for repairs ? I thought we had both agreed on ** taking our truck to a different body shop. We do not feel comfortable taking it back to the same body shop who did the repairs from the original. We got an estimate and sent it over to you guys for $4500? 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩