ComplaintsforRob Green GMC

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 10, 2023 Purchased 2019 F150 sale price *********. Appliction for Certiificate of Title (CO7825303) states ****** miles when purchased, vehicle showed 45,*** April ******* i had to make an appointment for service at ******. I made an appointment for august do to vehicle smoking from exhaust, i could not make it. Made another appointment in October as the issue continued to get more noticeable. Vehicle was sent to *************** in burly idaho November 6,2023 found bad turbo on passanger side. December 5, 2023 replaced turbo and found crack in engine block. Talked with **** at *** Green about the situation he said "we will make it right when repairs are done" New short block ordered installed and returned December 21, 2023 went straight to *** Green to see what options would be offered. They offered Two differnt vehicles for more money with an increase of ****** a month more, i was told sorry you bought high price, which I felt was not right and chose to converse with my wife. December 22, 2023 smelt burnt oil and noticed an oil leak, vehicle transmission hesitation in reverse. Returned to ***************** in burly idaho December 26,2023. Currently 1-10-24 i am still without my truck. I am a return customer to this business and have always felt taken care of BUT this situation i have been without a vehicle for almost 3 months due to mechanical issues with no resolution or assistance from Rob Green GMC! As of right now I would not recommend my worst enemies to purchase a vehicle from this dealership.

  Business response

  01/12/2024

  In doing some research, I have found there is only three repair orders in history for this vehicle under his name.
  
  11196283, dated 04/26/23 for a sublet seat repair with ****************** that was part of a due bill.
  
  11196422,  dated 04/26/23 for a routine MAP oil change.
  
  11201099 dated 10/30/23 with a complaint that states the vehicle was smoking and stalling. There was no work performed on this **, but there is a note on the ** that states no repairs performed customer to make appointment at ***** motors in ****** vehicle is still under powertrain.
   
  According to one of our service advisors who assisted the customer, once it was discovered that the vehicle still had powertrain warranty, all his service dealings from that point forward were with ***** Motors in ******.

   As I understand it, the customer was frustrated that getting out of the vehicle, trading it in for something else, was going to incur a higher monthly cost, because he was insistent that he have a particular grade of vehicle. ***** presented him with options that would match where he was looking to be at financially, but he did not like that the vehicles that fit his budget were not as new or as grand as his expectations.

  Customer response

  01/12/2024

  As of 1-11-24 **** from Rob Green has reached out to me via text and is trying to help me out with the situation, nothing has been done as of yet.

  Customer response

  01/12/2024

  I was not looking to upgrade nor was I looking for the exact package. The only person that chose to help me was Mr. ********************* son and he then sent me off to ****. I clearly stated to them both that I did not need the limited package my only concern was to not go up in payment. Only two vehicles were offered in the conversation a 2023 f150 with ****** miles and a 2022 with ******. I did test drive a vehicle due to the fact it was a ***** and around the same price range that I paid for the lemon I am currently dealing with. The manager clearly knew I was there and aware of the situation and chose not to deal with me and let others communicate their offers.  Do not offer to make it right and try to upsell and get more money out of an already unhappy returning customer. If you would prefer, I can take my business elsewhere.

  BR

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

  Business response

  03/06/2024

  As of now 3/6/2024, **************** is satisfied as we have worked out a resolution to his problem. There is no longer an underlying issue with this customer and our business, ********************. He has taken the vehicle to a **** dealership where he is waiting compensation for all his troubles with that vehicle. We set him up in a rental and loaner vehicle while he waits to sort everything out with ****. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/29/22 I purchased a 2010 GMC Terrain from Rob Green GMC, I was in ********** just a couple weeks prior attending an event. The car I was driving, a 2012 GMC Terrain broke down. I towed my car to this dealership. After the service men inspected the car, they assumed the timing belt or pistons were having problems, and that I would need a new engine. Because of the expense which would be involved in repairs, I elected to purchase another car which they offered to me. It was the 2010 GMC Terrain. Now I am experiencing the same issues again with my new car. Everyone I worked with knew the problem I had with my other vehicle and ensured me that this 2010 was in great condition. Just a month into owning the car, it started having some similar issues as my previous vehicle burning a bunch of oil. Just 3.5 months after purchasing the vehicle, the transmission also went out. Also, excessive ********** Consumption, crankcase pressure, and piston issues that results in an engine replacement. I found several Service Bulletins that were sent out to all GMC dealerships referencing these issues. None of this was disclosed when the car was sold to me. These problems are expensive to fix. Mine will be $25K A lawsuit was instigated in ********** against GMC dealing with these issues which GMC lost. There is no way I can afford this kind of a financial burden. I contacted *** Green GMC to let them know what was transpiring and if they could do anything to fix this problem, it took several weeks and several individuals to speak with before I was told that they would give me half of what I owed on the car if it was fixed and I purchased another one from them. The only silver lining I have is that I purchased a power train warranty through them that will only fix the transmission but nothing else because there is a $ cap that was also not disclosed to me at the time of purchase. I was told the warranty would fix anything and everything under the hood. NOT THE *****

  Business response

  12/26/2022

  The vehicle in question,was thoroughly inspected by our GM trained technicians, prior to the vehicle being made available for sale. As part of our rigorous and through safety inspection process, it was noted that the vehicle needed wipers, an air filter, brake pads and rotors, and an oil change.  All the noted items on the safety inspection were repaired, the vehicle was deemed road worthy and then at that time,was made available for sale. At the time of purchase, the vehicle did not exhibit any signs of mechanical issues.  As one might expect, we cannot make promises that any used vehicle we sell, including one that is 12 years old and has ******* miles on it at time of purchase, will be in like new condition,or free from mechanical problems at any point. All the used vehicles on our lot have a Buyers Guide displayed in them, which state that the vehicle is sold with no dealer warranty or guarantee. Prior to signing the final documents during your vehicle purchase, you were provided, and signed, a "We Owe" document that clearly states you understand the vehicle is sold as-is, as equipped, and that no promises have been made or implied otherwise.  In our ****************** you signed another Buyers Guide, which again, states that the vehicle is sold as-is, with no dealer warranty or guarantee.  You did however elect to purchase a *************** Contract, which would cover the powertrain components only, as this is what is available due to the age of the vehicle and the total miles on the vehicle at time of purchase. When it was discovered some months later that your transmission would need repairs, the service contract you purchased, agreed to cover the cost of repairs to the transmission that had been diagnosed as broken.  When we discussed what kind of repurchase options, or trade in options we would be willing to offer you, we provided you documentation showing that ***** Blue Book had valued similar vehicles at a trade in value of $3,000, but that because you had purchased from us, we would be willing to double that amount to $6,000.  It was also stated that we would offer that number on either the dealership buying the vehicle from you, or you trading that vehicle in and buying something else from us.  The only stipulation was that we would need the transmission repairs completed under the Service Contract, prior to us purchasing it. We believe that this offer is more than fair, and we still stand by it.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ***** issued a safety recall for my 2010 Cadillac SRX. Recall #**V473000 - Replace adjustable toe link with a non-adjustable toe link. Rob Green Buick GMC performed the recall repair between 4/30/22 and 5/2/22. The service department left several adjustments on the alignment out of specification, stating that the non-adjustable toe link would not allow everything to meet specification. Within two months, the rear tires on my vehicle were completely destroyed due to the recall. I purchased new tires in the amount of $1,070.80. I contacted *** Green and Cadillac and they had me return the vehicle for repair. The vehicle was dropped off at Rob Green once again on 7/30/2022. To date, the vehicle is still at Rob Green Buick GMC. The Director Of Fixed Operations, *************************, contacted me and stated that the vehicle could not be fixed. I still owe $8,005 plus $1,070.80. Both Cadillac and Rob Green are unwilling to reimburse for destroying my vehicle.

  Business response

  09/09/2022

  The following information is in reference to complaint ID ********
  
  The vehicle in question was received on 07-30-22 and the customer had complained that the rear tires were worn excessively and that the issue was discovered after the rear toe link recall (N212340980) was performed on 05-02-2022. The customer also had additional complaints unrelated to the recall repair
  
  1. **** light was on.
  2. Service Rear Differential message was showing on the driver information center.
  3. The transmission was shifting harsh.
  Upon initial assessment of the vehicle, it was discovered that the Total Toe and Thrust Angle were not within the specifications set forth by *************** As the recall performed eliminates the ability to adjust the rear alignment, we contacted ************** and began a TAC case with their team to assist in resolving the issue. The customer did state that they were seeking compensation in the amount of $9075.80 as they owed money on the vehicle and wanted to be reimbursed for the tires they had to purchase. They also stated that during the time the vehicle was with us, they had purchased another vehicle. ************** sent a ***** Service Engineer to the dealer to inspect the concern. As per the *** instruction, it was advised that we remove and inspect individual rear suspension components to check for damage as there was nothing visibly wrong and all components involved in the recall repairs were installed correctly. When the rear ** lower control arm was loosened for removal, the control arm assembly shifted suddenly outward from the front, and it was discovered that the ** lower control arm had worn bushings allowing for excessive play in the control arm assembly. As these bushings degraded, the control arm was shifting, causing the alignment concern. The customer was informed of this discovery and had stated that they would be willing to trade repairs of the rear control arm assembly (plus additional repairs listed below) in lieu of the requested reimbursement of $9075.80, as the tire wear was unrelated to the recall repairs. As of this date, the repairs were completed at no cost to the customer as agreed upon. A third party was consulted to check the alignment of the vehicle (******************* of ******, **) and it was documented that all alignment parameters are within specification at this time. The **** light was on due to a faulty **** sensor which was replaced free of charge. The service rear differential message was on due to a DTC related to poor fluid condition in the rear differential. The vehicle has ******* miles and the condition of the fluid appears that the rear differential fluid had never been serviced. The rear differential fluid was exchanged for the customer free of charge. The transmission shift concern was found to be due to poor transmission fluid condition and the transmission fluid exchange was performed at no charge to the customer. All repairs were performed free of charge as agreed upon and all repairs were verified upon completion. 
  
  
  Thank you,
  
  ****************************;
  Director of Fixed Operations
  Rob Green Auto Group
  
  Phone: ************ 
  Mobile: ************
  Fax: ************
  Email: *******************************************
  
  1427 ******************
  **********, ** *****
  www.greenautogroup.com

  Customer response

  09/09/2022

   
  Complaint: 17752054
  
  I am rejecting this response because:  the response given by *************************, Director Of Fixed Operations, *************************** ********** is a complete lie.  The tires destroyed on my car were caused by *** Green and the recall work they performed on my Cadillac initially.  *************************, Director of Fixed Operations, stated to me that the car was not safe and unable to be repaired and that he would do everything he could to help my husband and I with "Cadillac" to make the situation right. Once ****** informed us the car was unsafe and couldn't be fixed, I purchased another vehicle to commute in.  *************************** had us send Rob ******************** the receipt for the purchase of the new tires and told us that *** Green would issue us a check for reimbursement.  Only after I demanded that my husband and I wanted the car paid off and reimbursement for the new tires did *** Green take action to fix the car.  ************************* spoke to my husband and offered to do free work on my Cadillac in lieu of paying us in the form of a check for the tires.  To blatantly make it look like my husband and I did not take care of our vehicle and make it look as if all of these problems happened because of our actions is completely unprofessional and irresponsible.  My husband agreed to exchange additional repair work to be performed on my Cadillac in lieu of receiving cash reimbursement from Rob Green only after ************************* offered the exchange.  To date, my cadillac is still at Rob Green.  After making multiple phone calls to *************************** since last Friday, we finally received a response telling us the vehicle is ready for pick up.

  
  Sincerely,
  
  ******* & *****************************

  Business response

  09/13/2022

  The agreed upon repairs were performed as requested, at no charge to the customer and the vehicle was picked up by the customer on ********. 

  Customer response

  09/20/2022

   
  Complaint: 17752054
  
  I am rejecting this response because:  Within two minutes of picking the vehicle up and leaving Rob Green GMC, the **** Light and Warning came on, the check engine light came on, the warning to service rear axle came on and the transmission still shifts harshly.  All repairs that Rob Green GMC claimed they made and agreed to perform were not performed.  I immediately called the service department and spoke to "*****".  ***** informed me that he would have *** call me regarding all of the warning lights still being on.  To date, I have received no phone call back from Rob Green GMC.
  
  Sincerely,
  
  ******* & *****************************

  Business response

  09/23/2022

  I was unaware of any issues still being present. I just called ******* and spoke with him directly. I invited ******************** to return the vehicle so that we can look at the **** concern and the check engine light. We will be more than happy to look into those concerns to see what is going on. 

  Customer response

  10/04/2022

   
  Complaint: 17752054
  
  I am rejecting this response because:  The vehicle was dropped off once again on October 1, 2022.  As discussed with the service department, the check engine light is on, the service rear axle light is on, the service tire monitor system light is on.  All of these items were suppose to be fixed in a prior agreement with *** in exchange for the tires that were destroyed after a recall repair.  It appears as though all warning lights were reset and no repairs were completed.  Hoping this time around that the repairs will be completed as agreed upon.
  
  Sincerely,
  
  ******* & *****************************

*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. ↩