ComplaintsforHennessy Buick GMC

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son's 2013 buick verano was towed to the Hennessy buick dealer on 8/14/24 due to it not starting. Battery was replaced but still no change. Insurance paid for the tow and dealer said It would be Mon or so before we heard back. My daughter was the point of contact and the rep *************************** said the car needed a starter for $994. That's too much and let him kno that we would get it towed. He told her to wait due to the tech still looking at it. Tues he calls back and says it needs a transmission module for $2300 along with the starter. told him we can't pay that and will just pay for the diagnostic test. He made the comment that his tech did a lot of work on the car. Regardless of what work was done to diagnose, we are not obligated to go thru with the repairs. not happy with his customer service. On Wed my mom went to pay the $214 for the test and would get the tow back home. insurance did not cover another tow, so we had to pay. I paid $150 for the car to be towed home. The driver said he drove it on the truck at the dealer! He parked the car and left. It started for me three times. I went up to the dealer. I just paid $150 for a car that now starts. ***** told us that. I got to the dealer, ******* was very nonchalant and uncaring. He asked if i drove the car back. Why would i do that if its been having issues? we wouldn't have paid for a car to be towed that could be driven. I spoke to the manager, ******, who was empathetic. He got with the tech #*** who looked at the car. He stated that he got the car to start but had to push it out on the day it was towed. My issue is ***** told us that it had EVER started. He said the car needs that module, but not the starter. my paperwork still says the starter and module. He apologized for the miscommunication and would coach *******. but thats not sufficient. We based our decision on towing because we thought it wouldn't start. The manager didn't offer ANYTHING but words.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2018 GMC ****** 1500 3.6.2024. Since then the vehicle and dealership have not met expectations. Two days after purchase a check engine light came on and read code: P0446 ( EVAP system). The truck was taken back to the dealership for repair on 3.12 where they "cleaned the lines". The same light and code have appeared three times since the first incident. I have asked the dealership for proof that the vehicle was in their service center and they have failed to provide proof of service on 3.12 because "there was no mechanic work done". This has been an ongoing issue and the most recent incident occurring 7.7. I reached out to the dealership the next day ( Monday ). The vehicle had to be left 3 hours from home to be repaired due to a fuel pump failure. Previously I have been provided a rental and pickup for repair for the truck. I have not received a phone call back this time. As of 7.23, I have not spoken to ********************* (General Sales Manager) who has received a voicemail about about every other day the week of 7/15, ******************* (Service Writer), or *************************** (Service Advisor). All who I have previously dealt with and have been advised to reach out to. This is unacceptable customer service. More payments have been made on the vehicle while in possession of ********* GMC of ********* rather than in my possession. I find ********* GMC of ****** buying the truck back at the sale value I purchased the truck for, or an even value trade-in for an equivalent truck in package, mileage, and price.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I paid $1450 for a sunroof and was only refunded $500!This is a $950 difference in which I am owed. The dealership has not returned my phone calls and I feel Im being completely ignored

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2017 Buick Encore was dropped off 11/27/2023 for service. Was told there was no loaner vehicle in inventory at that time, but that one would be available for use as soon as one was returned. Borrowed vehicles from friends and family then had to rent one to go back and forth to work, run errands, etc. ********* of ********* has been in possession of vehicle (waiting for part) for over six weeks. Have called multiple times and according to Service Advisors, "no loaner has become available." Spent thousands on rental vehicle. Am requesting a credit for the repair to offset amount of rental or full reimbursement of rental as loaner(s) have become available since 11/27/2023 and a loaner vehicle until repair is complete.

  Business response

  01/24/2024

  We regret to hear this feedback from the customer. After receiving details from our Service Director, the customer was never promised a loaner vehicle. The customer's vehicle is out of warranty, and so it is not our responsibility to provide transportation. The part in question was on back order from GM, causing the delay of the repair, and unfortunately this was out of our hands. 

  Customer response

  01/28/2024

   
  Complaint: 21157230
  
  I am rejecting this response. From the first day my vehicle was dropped off for service, I inquired about a loaner vehicle. I was told multiple timeson multiple occasions, that a loaner vehicle would be made available to/for me when one became available by being returned by other customers, which is the only reason I rented a vehicle. I called and emailed throughout the time the ****************** had my vehicle with the same response. I borrowed vehicles when I could to reduce the cost, but had no choice but to rent when the ****************** could not or would not tell me when the part needed for my vehicle would arrive despite their knowledge. I am disappointed at the **************** I have received during and after this incident. 
  
  Sincerely,
  
  ***************************

  Business response

  01/29/2024

  We regret to hear this feedback from the customer. After receiving details from our Service Director, the customer was never promised a loaner vehicle; they are a courtesy. The customer's vehicle is out of warranty, and so is not our responsibility to provide transportation. The part in question was on backorder from GM, causing the delay of the repair, and unfortunately this was out of our hands.

  Business response

  02/01/2024

  We apologize for the previous duplicate response; this was sent in error and was not our actual second reply to the customer. 
  
  Per our Management Team, the customer's advisor told the customer that we would provide a loaner if a car became available for him. We regret to hear the customer's outstanding concerns. With that said, there was no promise of a loaner vehicle, nor is it our responsibility to provide the customer with one in this case. 

  Customer response

  02/05/2024

   
  Complaint: 21157230
  
  I am rejecting this response because I was told from the day I dropped my vehicle off for service that a loaner vehicle would be available to me when one was returned. I called multiple times during the six (+) week duration of the repair and was told a loaner (still) wasn't availablenot that was no longer a courtesy/policy. No dealership would keep a customers vehicle, with no repair date, and not offer a replacement or discount. This response is not what I was told and is unacceptable and unreasonable.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased struts that my mechanic asked to be fully assembled via speaker phone. The struts didnt come assembled now the dealership wants me to pay for them to be assembled. Theyre not willing to resolve this in any way so with all honesty Id like a refund

  Business response

  01/23/2024

  We regret to hear these concerns from the customer. We understand the importance of resolving issues promptly and appreciate the opportunity to address the customer's complaint. Upon investigating the matter thoroughly, it appears there is a discrepancy in the understanding of the order for the struts. Per our records and review of the phone calls, it was not communicated or requested by the customer that the struts should come fully assembled with springs and mounts. The struts the customer received are in line with the standard order for individual struts, and it is not our practice to sell them as complete suspension units. We acknowledge the customer's desire for a complete suspension assembly, including the strut, spring, and strut mount. However, it's crucial to note that ************** does not sell these components as assembled units, and historically, they have always been offered as separate parts.
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my *** in for an "appointment" on 12/19/22 to have my left temperature door actuator replaced. Prior to taking my *** in I called and was given a quote of $578.10 for this work to be done including parts and labor. So despite having the *** diagnosed at 3 other certified auto locations, I was told I would still need to pay their $170 diagnostic fee. I agreed only because I was told by their service department that the fee would carry over into the total price of the fix. Of course they found another issue that would now cost $730.48. They insist the **** control must be fixed before you can even think about fixing the actuator. So I agreed to the $730.48 fix and as head into week 3 I still have no clue when my vehicle will be fixed. Keep in mind that since my *** was "so far out of warranty" that I could not be granted a loaner car. So now at $350/ week to rent a car, I am already out of $1,050 in car rental fees for 3 weeks!I figured that since my *** was already there for service I contacted GMC customer assistance to address a previous struts issue from June 2021. During that time in 2021 I contacted this very same GMC service center and was told due to Covid logistics/ parts shipping issue that they had no clue when or if the needed part would come in. Since I need my vehicle for work I had not choice but to have it fixed elsewhere for $1,085.22. Despite GMC being aware of the shipping issues I was told I would need to pay an additional diag fee of $170 and financial assistance would be considered. But after about a week and an estimate of $2,700 I am told that financial assistance would not be available because my *** was "so far out of warranty." Really?! Those deceiving crooks knew this when I brought the car in! Very deceptive business practice indeed! It's clear that their scam boils down to, hey we can't give you a loaner but we will collect an additional $170 from you despite you being "so far out of warranty." FUTURE CUSTOMERS LOOK ELSEWHERE!!!!

  Business response

  01/12/2023

  To Whom It May **************************************** was not charged for a diagnostic fee.  We waived all fees and labor.  Mr. ****** had his vehicle repaired elsewhere so GMC nor Hennessy would give any assistance on his rental fees.

  If you have any questions, please reach out to *************************** the General Manager at ************ or email me at **************************************** 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They told me I had al kinds of issues with my truck, and charged me $3500 for the repairs. Come to find out, they never made any repairs on my truck and my truck never needed the repairs in the first place!If this has happened to me parents they would have never known! GMC won't return my phone calls, and I have little recourse on this matter other than sueing. My fear is that they do this to all of their customers and they just got caught this time.

  Business response

  09/14/2022

  Our Fixed Operations Director has been in direct contact with the customer as we are still trying to resolve this issue. We have video footage showing that work was completed on the customers vehicle (please see attached photos), therefore a full refund cannot be issued. With that being said, we are looking to take care of the customer and working with him directly to reach a resolution.

  Customer response

  09/14/2022

   
  Complaint: 17745817
  
  I am rejecting this response because:
  I reject their offer because the photo they submitted of a technician holding an oil pan, was NOT my oil pan.
  The actual oil pan on my truck is much smaller and a completely different shape, pictures included.
  So, either that is not my truck they're showing, or they took something completely wrong off of my truck. Maybe the transmission pan. Either way, they're submitting evidence that doesn't match the part on my truck that they claim to have worked on.
  Sincerely,
  
  *** St ****

  Business response

  09/23/2022

  Mr. ************ had an appointment last week on 9.15.22 so that our shop ******* and technician could go over the repairs in question with him. Mr. ************ missed his appointment.
  
  The vehicle in our submitted screenshots is Mr. *** ***** truck, and the oil pan in those screenshots is Mr. *** ***** oil pan.
  

  Customer response

  09/26/2022

   
  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.
  
  Sincerely,
  
  *** St ****

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  The service department at Hennessy GMC put two new back tires on my son's vehicle May 26,2022. Less than 3 weeks later, the rim separated from the back left tire while he was driving on the interstate. This caused him to lose control of the vehicle and sustain some additional damage. The Service manager ***** told me to have the car towed to the dealership and indicated that he would have to have it checked out and determine next steps. The car was towed to the dealership June 15, 2022, and I still have not spoken to ***** or gotten any status update on my vehicle. I call twice a week, with no response. I went to the dealership 3 weeks after the car had been towed there only to find that it was still in the same place that the tow truck dropped it off. It appears that ***** did not send it up to the person for the dealership insurance claim as he indicated. I inquired about a loaner or rental, and I was informed that that happens after the claim is initiated. I got a text notification 7/13/2022 that work on my vehicle has started. I have heard nothing since, despite calling at least twice a week to speak to someone and get answers. My last unanswered call was this past Thursday, July 21, 2022. I left another message for the service manager who has still not responded. I need help please.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a 2017 GMC ****** from this dealership and had nothing but problems with my vehicle. I've had a tire fell off, a rim cracked in *******, ******* that forced me to buy new wheel and tires, wheel bearing replaced, transfer case replaced, starter replaced and throttle body replaced, all in one year. Now, I'm having issues with the truck not starting at all randomly! I just had the truck in the shop and they told me it needed a throttle body. Well, after repairs I paid the $576 **** they issued me. Two days later the truck wouldn't start and is sitting in my driveway as we speak. I called the dealership back and they told me to jump it off. After, explaining to them that was the original problem I was having and hoping they were going to diagnose! They simply just didn't! They wouldn't even update me on all the repairs the truck has had and would always tell me, "Ill call you back'! They never did... I'm here sitting here completely frustrated and scared that this dealership has sold me a undependable vehicle! Even the times they did the repairs, they never once, offered me a rental, so I could get to work. I really nee help, so I called PenFed credit union for advise and they sent me here for guidance. If documentation is required, I can get them from the dealerships themselves, but they are neglecting my vehicle and the contract I signed for the warranty! I don't have the time nor the money to deal with this truck or dealership anymore. I need a dependable and safe vehicle for my family and I! Thank you. -***************************

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The repair shop has had my car since 10.5.21. My warrenty was denied on 12.23.21. On 12.22.21 I advised the dealership that if my warranty is denied then please release my car and provide final diagnostic ****. I have made multiple calls. Last call made 1.18.22 with no return call. The company will not allow me to get my car back. They have told me multiple things about the mechanics but still want let me get my car back.

*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. ↩