ComplaintsforLaura Buick-GMC, Inc.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I looked at a SUV on Monday, April 1, 2024. I placed a $1,000.00 deposit the next day. I unfortunately, had a non responsive salesman and was trying to close the deal on Saturday, April 6, 2024, but he didn't call me the day before to share where we stood. I complained via the Company's website and no one called or email, but instead sold the vehicle and I didn't know it was sold until a reached out was done to the dealership on Monday, April 8, 2024. I have not received my deposit and no one is communicating with me. Thus, I have no idea when I will receive my deposit. I have reached out to a manager, general manager and finance person. The manager has not confirmed if this has been taken care of because he will no longer take my calls. The general manager and finance person have not called me back either. I would like my $1,000 and confirmation that my credit file has been closed (as it contains personal identifying information). I feel like there was no point in placing a deposit if it would be sold anyway and furthermore, my money should have been refunded the same day when it was sold, because I have a deposit on a item that the dealership no longer has.

  Business response

  04/09/2024

  Dear *****************************,

  Thank you for reaching out to let us know about your unsatisfactory experience with our sales team. I'm sorry to hear that they did not respond quickly enough to earn your business. In reviewing all communication between yourself and our team, I see that you had a conversation with your sales consultant on Friday morning as you wanted a dent removed and touch-up on a leather seat. Your sales consultant indicated that we were working on both items for you and that he would have it ready for you on Saturday morning. Later that day, at 6:59 PM, you spoke with one of our sales managers who let you know that your sales consultant was gone for the night but that he would have everything ready for you. The following morning you shared a phone call with your sales consultant shortly after we opened at 9:04 AM and he informed you that the dent was repaired but that the seat could not be repaired in that short period of time. He also informed you that we would repair the leather at a time of your convenience and provide you with a loaner vehicle to drive while the work was being performed. Everything from that conversation appeared to be on track for your purchase. At 1:44PM that same day we received a message from you that stated you were "pivoting" and were no longer interested. Our next business day was yesterday, and after receiving your request of cancellation we processed the refund of your deposit. That does take ***** hours to appear on your statement, but the credit card refund has been processed. The Audi you were interested was purchased by a different customer only after you sent us a messaging stating that you were no longer interested and was absolutely not sold out from under you. 

  Please let me know if you have any further questions or concerns. I am always happy to assist.

  All the best,

  ***********************
  General Manager

  Customer response

  04/10/2024

  Complaint: 21548119
  
  I am rejecting this response because:
  
  I complained about the customer service and no one to date has called me.  Ive done all the reach outs.  
  

  Please show me the message that says I do not want to purchase the vehicle.  I had to pivot, because I wanted to see the end results of the seat repair before purchase and I didnt know until the morning I was coming to purchase that it couldnt be done.  Moreover, I didn't know that it couldnt be repaired by your normal team until less than an hour before I was supposed to take the vehicle for an independent inspection.

  Lastly, based on the way my message was interpreted (which again I never said I didnt want the vehicle), when was I going to receive a reach out about my deposit?  I should have received a reach out that same day.  You havent addressed the previous messages I sent as you had the entire email string yesterday.

  Again, you all are trying to manipulate the facts, but no one is addressing the other pieces of complete and utter customer service failures.  I even had to follow up with you because you didnt return my voicemail.

  I even tried yesterday and this morning to work with you.  Again, my mother had a great experience with your dealership and I didnt.

  I am still waiting on my refund and hereby renew my request to have my financing application destroyed.

  Sincerely,
  
  *****************************

  Customer response

  04/10/2024

  Complaint: 21548119
  
  I am rejecting this response because:
  
  I complained about the customer service and no one to date has called me.  Ive done all the reach outs.  
  

  Please show me the message that says I do not want to purchase the vehicle.  I had to pivot, because I wanted to see the end results of the seat repair before purchase and I didnt know until the morning I was coming to purchase that it couldnt be done.  Moreover, I didn't know that it couldnt be repaired by your normal team until less than an hour before I was supposed to take the vehicle for an independent inspection.

  Lastly, based on the way my message was interpreted (which again I never said I didnt want the vehicle), when was I going to receive a reach out about my deposit?  I should have received a reach out that same day.  You havent addressed the previous messages I sent as you had the entire email string yesterday.

  Again, you all are trying to manipulate the facts, but no one is addressing the other pieces of complete and utter customer service failures.  I even had to follow up with you because you didnt return my voicemail.

  I even tried yesterday and this morning to work with you.  Again, my mother had a great experience with your dealership and I didnt.

  I am still waiting on my refund and hereby renew my request to have my financing application destroyed.

  Sincerely,
  
  *****************************

  Business response

  04/10/2024

  Dear *******************,

  I believe that perhaps we may have exchanged several constructive emails since you rejected my initial response? Please let me know if there is something beyond our last email exchange that you may need and I am happy to address. I will also be responding to your last email in just a few minutes to follow up on our previous conversation.

  All the best,

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

  Customer response

  04/20/2024

  Complaint: 21548119
  
  I am rejecting this response (in part) because:  While I had to reach out to multiple people to ensure my deposit would be returned (because again I wanted the vehicle and never said I didnt; if I didnt want the vehicle I would have asked for my deposit within the same customer service complaint that was interpreted incorrectly) not once have I been offered anything for my inconvenience or time spent on something that was sold to someone else.

  I have received my deposit.

  I have exchange emails (not one phone call) with the general manager that were constructive in nature, but a reach out by phone and offer/gesture to address the failures of customer service (again I sent two customer service complaints and they were routed to ************ - the nonresponsive salesperson I interacted with).

  The general manager basically said, Ill look out for the same vehicle for you thats similar to what you would have purchased.  That is the only offer I have received.  There are hundreds of car salesmen and women in the ******** region.  I can purchase a vehicle anywhere.  I came to Laura because of the vehicle I saw I wanted, the price and the customer service experience I witnessed my mother have.  I had the complete opposite and no offer to ease the impact of the experience other than Ill look out for a similar vehicle and let you know.

  The experience was a fail.
  
  Sincerely,
  
  ******* McCaine 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new car (2024 Buick Encore) in December 2023 and paid cash! When we came to pick up the new car, we were then told by the salesman that the odometer does not work? (Would have not bought the car if I Kew this, not to mention if you can even sale a car with no mileage read out!) The salesman said they would order the part needed to fix it. Fast forward 3-month latter the part came in and we took the car back up to the dealer to have it fixed. We were told it would take 2-3 hours, so we hung around the area. 5 hours past and no one called me, so I called the dealer and was told that the problem was not resolved, and they need to keep the car till they can get a hold of GM. A week now has passed with my car still setting in the shop. After I made several calls to the dealer as they are HORABLE at communicating they said that they need to replace a control module. Fast forward week# 2 my car has been in the shop. Again no one calls me so I call the dealer ship and was told that didn't fix the car neither and they need to have a GM engineer come by and have a look at the car. Fast forward week#3 my car is in the shop. Another week has past and finally they figured out why the car was not reading the milage, so we had the car brought to us from the dealer as we live over an hour away. When I got into the car the next day the air bag light was one. at this point the car is a lemon and I want them to replace this car with a car that has no issues. I only owned this BRAND-NEW car for only 3 months, and it sat in the shop for 4 weeks. Now I can't drive it with the air bag on because I don't know if it's safe!! The dealer ship has been avoiding me and told me I need to take this up with GM as they are not responsible GM is. I did not buy the car from GM I bought it from Laura Buick GM, that's who I wrote the check to. Now I'm stuck with a new car with issues and have to now take this up with GM. Now GM is telling me it's the dealer's respectability..

  Business response

  03/21/2024

  Dear Archway Home Repairs and *************************,

  We apologize for the issues you experienced with your new Encore. While your sales person was looking over the vehicle prior to you taking possession he discovered that the instrument cluster was not illuminating. He then immediately notified you and assured you that we would make the necessary repairs and it would all be covered under GM warranty. Unfortunately this was an uncommon issue rendering the display inoperable and required parts with limited availability, requiring support and diagnosis from the ************** Field Technical team. During the time you were away from your new vehicle we provided you with a complimentary loaner vehicle to minimize this inconvenience. Once the vehicle was repaired we wanted to continue minimizing disruption to your life and delivered your Encore back to your home which was approximately an hour away from our dealership. At that time the airbag light was not on or we would have never delivered the vehicle back to you and waste both of our time in doing so. 

  We are happy to pick your Encore back up and deliver you a complimentary loaner vehicle so we may address the air bag light. Please let me know how we can best accommodate you in getting this resolved. We are committed to making sure your vehicle is working properly and that you have no further issues.

  All the best,

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

  Customer response

  03/22/2024

  Complaint: 21405226
  
  I am rejecting this response because: The amount of time it took to repair a NEW car was 4 weeks! with the first issue. Now issue #2 I had to take it to another dealership to have the air bag light fixed. This NEW car has been in the shop for 5 weeks total in the 3 months I owned it, not to mention it was sold to me with the odometer not working! That is not acceptable on a new car. It has had several issues since day one. The car is a LEMON!
  
  
  
  Sincerely,
  
  *************************

  Business response

  03/25/2024

  Dear Archway Home Repairs and *************************,

  We understand your concerns and frustrations pertaining to the issues you have experienced with your new Encore GX. Today's vehicles are complex machines with many moving components combined with a host of technology, from active safety, to Android Auto/Apple Carplay. Vehicles come with comprehensive warranties as a result of these many components and systems failing at times. It is always unfortunate when a customer has an issue with their vehicle, but even greater when it is right from the start. 

  At the time of delivery you were asked if you wanted us to resolve the inoperable display prior to you taking the vehicle. You instead opted to take the vehicle and we made every effort to minimize impact to you while facilitating what turned out to be a fairly technical repair. While this is not an ideal beginning to your ownership experience, we provided you with a nearly new vehicle to drive while we repaired your Buick. We also delivered your vehicle back to you so that you didn't have to make a trip back to the dealership, and we offered to pick up and deliver your vehicle back to you once it was brought to our attention that the airbag light was on. All in an effort to turn a tough situation around and minimize impact on your day-to-day life. 

  We are committed to making any repair needs you may have as simple as possible. Currently we are unaware of any remaining issues. Please let us know if you have any existing problems and we will work with ************** to resolve them on your behalf. 

  All the best,

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

  Customer response

  03/25/2024

  Complaint: 21405226
  
  I am rejecting this response because: First of all, I was not told about the dash not reading the millage till after I PAID in full on the car and came back up to pick up the car later that evening. If I knew before I wrote a check for the car that the odometer was not working, I would have NOT purchased the car. The salesman told me not to worry that it would be an easy and quick fix.... fast forward 4 weeks later, I do not call that and easy quick fix, However, after the 4-weeks of my NEW car in the shop, and NO ONE keep in touch with me on how my car was doing, No one would return my calls! (Bad business practice).

  Now the air bag light was on. I then had to take it to another dealership who told me Laura Buick did not reset the relay they installed and caused the air bag light to come on. I was also told by the tech where I had the air bag light fixed that the light would had to of be on while it left the service department at Laura Buick. It's a mystery to me why Laura Buick would not have caught this not only their tech, but whoever delivered the car to me on the 1-hour drive, and not notice the air bag light was even on?? Hints, it should of never left the shop with the air bag light on.

  Also, I find everyone up at Laura Buick to be quite rude, and verry defensive when dealing with my unfortunate issue with this new car. NOT a happy customer at all!
  
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2019 ram from these goons my second truck from here *** had headaches with Ill never buy again from here.So much disrespect from management they should be fired Ive owned many successful businesses and this one is ******** fufu fly by night.I wrote the cheque for the truck and drove it home when the hubs started howling!Then I left for business only putting like 100miles on so far when I returned home and turned the truck on the check engine light they had reset! Came back on!They wont reverse my check even though FTC says I have 3 days to return it they wont take it back! Frauds and scams going on with this dealership is going down hill fast!

  Business response

  02/23/2024

  Dear BBB,

  I have personally been in contact with this customer to address their concerns. I believe they may have left this complaint prior to our conversation. We have coordinated for the customer to bring their vehicle to a local mechanic that they selected to have the vehicle inspected so we can identify a successful path forward. The customer was very agreeable and appeared happy with this direction. I do not believe there is any further action needed at this time and until we have the results of the vehicle inspection.

  All the best,

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

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had oil change on 2019 Terrain which holds 4.1 quarts The invoice that I have from 1/19/23 states 6 quart oil change special.on the invoice there is a column that clearly shows that I was billed for 6 quarts.On an older invoice dated3/24/2021 same thing,but was billed for 5 quarts.They said the system only bills for 6 or 8 quarts.Would like to settle for 4 quarts to carry out the door to resolve the problem

  Business response

  11/27/2023

  Dear ******************,

  Thank you for bringing your concern to our attention so we may resolve it. Your 2019 GMC Terrain actually requires 4.2 qt of oil given that it is the 1.5L engine with FWD. Oil is billed in full quarts, with the proper billing for your visits being a 5 quart oil change. In reviewing your prior history, you were properly billed for 5 quarts of oil on both your 3/24/2021 visit and your 6/4/2019 visit. However, you were incorrectly billed for 6 quarts on your visit last January, 1 quart too many. 

  You are a local and loyal customer of ours and as such we would be happy to provide you with your request of 4 quarts of oil as a goodwill gesture rather than the 1 quart reimbursement owed. Please contact me directly in advance and I will have my parts team prepare 4 quarts for you to pickup from our dealership at your convenience. 

  Thank you for your support of our business. We greatly appreciate it. 

  All the best,

  ***********************
  General Manager
  **********************************************
  ************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a brand new GMC Terraine on April 19, 2022. On April 6, 2023 with ***** miles on the car I took it in for a musty/moldy smell. It was discovered that my vehicle was defective in manufacturing, the cowl on the driver's side from the firewall had several holes and was not sealed properly, after further investigation, it was also discovered that my sunroof drain was not connected. These 2 issues were done in manufacturing. My car was full of mold. See the attached service record to indicate what was replaced. I was sick from this mold and did not realize it until I drove a loaner car for a few weeks, my symptoms were cleared up. After I did the entire claims process with GM and their 3rd party claims reps and that failed, On July 14th, I was told by the District Manager of After Market Sales for GM, ************************* that he would buy my car back, this phone call was witnessed by ********************* the Service Manager and my significant other. ***** said that no repairs should have been done on my car because of the mold and it would go to be destroyed by GM. On August 1st, they finally returned my significant other's phone call and told him through voicemail that they would not buy back my car. No one can guarantee me that all of the mold has been removed from my car, my car still smells and I am very concerned for my health and the people who ride with me. They have replaced the entire interior of my car but they cannot guarantee that all of the mold has been removed. Mold is very dangerous to your health, one tiny mold spore can trigger extreme sickness. I should not have to wait and see what happens which is what GM told me, if I get my car back and get sick to take it back in. I have to get sick again?? I was told one thing and then denied a buy back. They flat out lied to me.

  Business response

  08/10/2023

  Dear ****,

  We apologize for the experience you are having with your 2022 Terrain. From the onset Laura Buick GMC has been committed to working through your concerns in an effort to have your vehicle either properly repaired or repurchased if it was deemed unsafe to continue driving. We followed protocols directed from ************** on replacing all effected elements of the vehicle along with many other components and trim pieces that were not damaged, but were replaced out of an abundance of caution. Once this was complete we understood that you still did not feel safe in the vehicle and were requesting a repurchase. We discussed this with ************** and the preliminary determination was to support that effort under customer enthusiasm and goodwill. At some point your health concerns in the vehicle escalated the case to ESIS, a third party administrator. Their determination was that a repurchase was not substantiated and that the vehicle was safe to drive. 

  We as your dealer are happy to support you and work through any issues you have. If you would like to share the communication that ESIS sent to you we can revisit this with ************** to see if there is anyway to override the current decision. Without that support we cannot override the existing determination from GM given at the direction of the third party administrator. 

  All the best,

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

  Customer response

  08/14/2023

  Complaint: 20412128
  
  I am rejecting this response because I was told by ************************* that my car would be bought back.  ********************* was a witness to this phone call.  ***** never told me that my claim with ESIS had to be favorable in order for buyback to continue.  He told me my case needed to be closed.  My case ended up with ESIS not at my request, ****** the ** rep I 1st dealt with sent it there because I told her my car had made me sick.  She kept saying I would get more money.  I was baffled by this statement, now I know why.  That was never my intention.    I coughed for months before knowing what the problem was.  I told ESIS all along, I had no doctor records and never intended to *** for any damages.  I just wanted to be made whole on this, as ************************* told me I would be.  I was told my claim had to go to ESIS to determine if it was a "one off" situation or a problem in the manufacturing process and that was what ESIS was looking at.  A service bulletin needed to be made by the engineers in the event this happened to another vehicle.  

  My car should have never been repaired.  It should have immediately been bought back.  This is mold we are talking about. I don't have to explain to you how dangerous mold is.   The smell is still there.  I parked it in a garage this weekend and there is a musty smell yet again permeating in the garage.  No one can guarantee my car is completely rid of mold and it certainly does not have that new car smell I was told it would have.  

  This is heart wrenching to me.  I paid $38,000 cash for this car and intended for it to last me well past retirement.  I was treated great in sales but when I had an is*** not so much.  *************************** was horrible about communicating with me about anything.  I heard from her maybe 4 times during the length of my car was in the shop and that was only after I called ** about my case.  This has went on since April 6th.  I had a loaner car, 2 of them to be exact and I was tethered to a 75 mile radius until June 29th.  But the porters were to sure stay on top of me wanting photos of mileage, exchange of cars.  You were real worried about your car but no one could give me an accurate status of my car.  Then your parts department called me somewhere in there and told me they had a part and wanted me to make an appointment to bring my car in.  You had my CAR and at that point I wondered where it was.  The communication at your dealership is crazy terrible.  No one knows what the other one is doing.  ********************* was the only one who stepped up and stepped in to assist me.  On June 29th, he told me ************************* told him my car would be bought back.  On July 14th, we had a conversation with ************************* in ****'s office verifying the buy back and was told my ESIS case needed to be closed.  ***** didn't say it needed to be closed in my favor.  He said at that point it would be bought back.  I told ***** that day I would not be suing ** for any compensatory damages for being sick.  It was closed the following Tuesday.  I made a huge mistake picking my car up, then another huge mistake telling them I had no intentions of seeking additional compensation.  Once those 2 things happened, it was all ** needed to just ignore me.  I  no longer had a loaner car and no longer had a case.  At this point, I still believed in **** and what he was telling me.  But no return calls from *********  He called my boyfriend to tell him there would be no buy back.  It is not my boyfriend's car nor his money.  He didn't even have the decency to call me personally to tell me this, he had my boyfriend do it.  Like I said, your communication there is terrible.  I realize **** was the middle man in all of this, ************************* is the liar in this mess.  **** was trying to do the right thing and believed in someone he should not have.    

  I can't even go trade in my car at this point because I would lose so much money and the CARFAX on my car is terrible now due to this.  I am very disappointed in how this was handled.  $38,000 of my hard earned money is gone.....car still stinks and Laura Buick nor ** sees a problem with any of it.  They made their money!  

  If a buyback would still be able to happen, I am open to listen to it but I am not holding my breath thinking the right thing will be done.  

  Sincerely,
  

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

  Business response

  08/17/2023

  Dear ****,

  We appreciate and understand your dissatisfaction with the standing resolution from *************** I have shared the communication from this BBB case and escalated it to the highest level available to me in an attempt to have the decision overturned. We as your dealer would like nothing more than to get you into a different vehicle that you feel safe and secure in. We however are not the entity to authorize a buyback without *************** support. I will communicate with you directly on the status of our appeal once I have any updates. In the meantime you are welcome to call me with any questions or concerns.

  All the best,

  ***********************
  General Manager
  Laura Buick GMC
  ************

  Customer response

  08/18/2023

  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,
  
  *********************

• Initial Complaint

  06/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had Purchased a 2019 Equinox from Laura Buick GMC in Collinsville, IL in March of 2023. When I had drove the vehicle it had a blinker issue. I did bring it up to the sales guy. He said it's probably a bulb and I was on my way. I had to bring back my car (Which is 1 hr and 30 min drive) to where I live, back to the dealership and it was a wire issue. Didn't get charged for that service. When I left the dealership with the fixed blinker issue, I noticed when I make any left turn that my front right tire makes a vibration noise. I took it to the auto shop on Thursday 06/22/23 (I believe) and they looked it over and stated that the break caliper was very damaged. On June 27th, 2023 I had taken my car to get it fixed. The auto shop had told me my break pads and rotors were damaged due to the break caliper. Said it is a safety issue. The warranty covered it. The noise is still there. I had totaled my last car due to being hit by a drunk driver and he drove off. Well I gave the dealership $15,000 cash for a down payment and I would like some of that back. They should of serviced this car better. It's been a headache and a Hassell to deal with. I would like $3,000 of my $15,000 back. Mind you, the sales manager is EXTREMELY rude. He talked to me not nicely. I called today 06/28/23 to let him know I was upset with the condition and safety my car was in and that I'm going to be reporting the dealership. He stated (In a rude voice (If you're going to threaten reporting me then do it) I then hung up on him due to the way he spoke to me. I will no longer go to that dealership for anything or repairs. Long story short, I shouldn't have this Many issues with a 2019 With 48,624 miles on it. I'd like at least some of my down payment back.

  Business response

  06/30/2023

  Dear Mrs. ******,

  In reviewing your purchase and service history it appears you purchased your 2019 Equinox from us on March 3rd, 2023 and we were able to address and repair your concern with the blinker just a few days later back in March. I also see that we provided you with a full tank of gas as a goodwill gesture for the inconvenience and trouble caused by you having to return for this repair. Your complaint indicates that you recently had an issue with the brake caliper, but our records do not show where you ever told us you were having this issue nor any concerns regarding your vehicle once the blinker was repaired. Had you done so we would have gladly inspected and made any necessary repairs while your vehicle was in having the blinker issue resolved. It's difficult to come back nearly 4 months after purchase and make a demand that we reimburse you $3,000 on a problem that you have no out of pocket expense for, was well outside your implied warranty period, and one that we had never been apprised of. 

  At this point you are well beyond your implied warranty period and all concerns raised at the time of purchase and during your implied warranty period have been addressed. 

  Warm regards,

  ***** ******

  Customer response

  07/13/2023

  A tree fell on my car from the storms and the adjuster said it looks like this car had been in an accident - May 16, 2019 and it was in an accident.  I wasn't told about this.  It has more damage to it, the whole headlight had to be replaced and I will have to pay out of pocket to get this fixed.  It is affecting the vehicle itself, when I make a left turn it feels like there is a major safety issue.  The adjuster said it was a major safety issue.  They don't know why my car is making a sound when I make a left turn and I think it is from this accident that wasn't reported to me.  There was one airbag that was deployed too.  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The end of Oct. we took our Buick Regal to Laura Buick dealership because our check engine light was on. After three week they call us and we paid and receive our car. Two days later the check in light came back on. We took it back in and they kept the car another month. We went in and they charge us another $1200. After a week the check in light came back on. We took it in and they kept it about another month and a half. This time they told us that they had disconnect out remote start and the mechanic had driven it and the light did not come on. We pick the car up and after a week the light came on and the dash bored went crazy light going off and on and the car cutting off. It is now back with Laura Buick. Its been two weeks.

  Business response

  02/09/2023

  Dear Mr. ****,

  After reviewing your past year of repair history with our service center, it is apparent that your vehicle has numerous problems that are triggering check engine lights at intermittent times. There is a well-documented history of trouble codes and misfires in your vehicle's ECM. Each time you have brought your vehicle in for service we have traced the route of the trouble code and performed repairs recommended by General Motors, utilizing GM certified technicians to complete all repairs. Please let me know if you have a specific concern on one of the repairs and we are happy to sit together and walk you through the exact findings along with the repairs performed so you can better understand the work performed. 

  All the best,

  ***** ******
  General Manager

• Initial Complaint

  01/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought vehicle April 2022 with extended warranty from the borrowing institution. Engine light came on early Dec 2022-called and given appt 29 Dec 2022-when arrived for appt told that would not have time to assess and repair vehicle-error codes ran but appt rescheduled for 12 Jan 2023. By Jan 4 2023 vehicle was smoking and over heating-inoperable. Called and asked to bring in-inspected and advised that over 3000.00 worth of work needed. Only 577.00 covered by extended warranty. Believe that I have experienced fraud and need help rectifying this issue.

  Business response

  01/12/2023

  Dear ********,

  It appears that your third party warranty that was sold to you by your lender does not cover all components needed to repair your vehicle. That is why only a portion of the bill is covered by the warranty company and the remainder would be owed by you. This was all explained to you by our service advisor, ***** ***, prior to work being performed. You authorized the repairs knowing what your obligation and cost would be. ***** also provided you with a discount of $318 to help offset some of the charges. 

  Please let me know how we can further assist.

  All the best,

  ***** ******
  General Manager

• Initial Complaint

  12/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Waiting for response from **** or *****. I got extended coverage for my 15 highcountry duramax through the dealership. They use *** and getting some work done I check with *** to let them know of a possible claim before going to shop and they tell me dealership sold me a extended coverage cover only by gas powered heavy duty and that the extended Coverage doesn't not cover Diesels and was told when I bought the coverage it did. When I called they kept saying high millage and just wouldn't find me an answer gas vs Diesels coverage. I wasn't calling about the truck issue was calling about the coverage and I was getting work done at **** ***** ***** and they also reassure me the coverage doesn't not match for diesel work only gas powered. So idk if they didn't comprehend the what I was saying? My question has nothing to do with the millage. I'm glad I didn't buy a 2022 heavy duty friend have the same issue I'm having 5k miles vs 150k diesel is a diesel my 2000 f350 400k miles no problem runs like champ. But anyways I shouldn't have to keep calling to check up on an answer. It's been 2 days a 2min call to *** to double check and a call back is called customer courtesy and if I did this at my job I'd be written up or fired! All.i ask don't let me waste my time to fix something that a dealership worker gets paid by the hour to do. I'm not mad or yelling but at this point how many do you have to do the same thing before it's insanity. Other then that my sales guy was great when I bought the truck. And followed up with everything I called about. Buy I guess I'll call again to wait on hold again and say to call me back and I bet I won't hear back again when they promise to call back.

  Business response

  01/02/2023

  Dear Mr. *****,

  Thank you for bringing this matter to our attention. I just confirmed with our Finance Director, ***** ******, that you both spoke today and that ***** confirmed with you that you do have warranty coverage in effect for your diesel truck. Please let me know if you have any questions or concerns. We are happy to assist.
  
  All the best,

  ***** ******
  General Manager

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding airbag recall work invoice ********* ****** - The service department destroyed the dash in my truck and pretty much said have a nice day, we’re not responsible for any damage to the dash during airbag recall work. The manufacture is well aware that the inferior model car plastic that the dash is made of on a $55,000 truck is not made to last over 3 years or any future maintenance without breaking or cracking and no plan other than change the airbag and leave the dash in pieces and not be responsible. What does this say about GMC’s “professional grade”? So every time I get in my truck I’m reminded of the day I took my truck to Laura Buick to get what should have been a simple part change. All good for the dealership you made money installing the airbag and know it will cost me around a $2,000 to get a new dash. So no I’m not happy and will not be any time I drive my GMC truck that rattle’s. Plus I’m ashamed to face the people that I’ve referred to your dealership that also purchased vehicles and pray they don’t get a recall or need any kind of repair work Laura Buicks incompetent team does. The manufacturer should be responsible to replace the dash on the vehicles since they used inferior material and didn’t do the recall for 6 years or so which allowed the dash in my truck to deteriorate to the point it was already getting brittle and cracking. I have taken very good care of my truck (for 12 years 78,000 miles) and it is in excellent condition other than the now demolished dash. If GMC decides to not right this for me I will not purchase vehicles from them in the future. I have purchased two from Laura Buick and referred family and friends there. I will make sure to share my experience and dissatisfaction from Laura Buick/GMC with any and everyone possible in the future. So it’s up to the manufacturer to change the outcome of my experience and satisfaction. (And who knows how many more.)

  Business response

  12/21/2022

  Dear Mr. ********

  Thank you for bringing this concern to our attention. While we as a dealership cannot control what General Motors will warranty in conjunction with a recall, I do understand your frustration and concerns. I am opening up a case with General Motors and sharing your feedback with them. Let me see if there is any possibility that they may goodwill a replacement dashboard. I'm not sure the success rate in doing so, but it is worth asking in the event they approve it. I have your contact information and will be in touch after the holiday weekend once I have a response. 

  Wishing you all the best,

  ***** ****** ******* *******
  Laura Buick GMC

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