ComplaintsforLaura Buick-GMC, Inc.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new 2019 Sierra in Oct. on 2019. Along with the truck I purchased a paint/interior protection plan. In 2020 I already had paint peeling, not chipping, off of my bumper. The dealership would not honor the peeling paint repairs and classified it as road debris damage. I have seen road debris chip paint and bumpers but this isn’t anything similar to that type of damage. The second, and most recent, incident involves the 60m/60k mile extended bumper to bumper warranty I purchased with the truck. The trucks torque converter came apart the weekend before thanksgiving this year and sent metal into my transmission which is now getting replaced. I thought in purchasing the warranty I added 60k miles of warranty to the vehicle but have now found out that is not the case. I have been informed that the warranty they sell through GM Financial runs concurrent with the vehicle’s factory warranty. I specifically remember asking the salesman for an information packet before I agreed to the warranty and was told he couldn’t find one and showed me the laminated card on his desk which contained very minimal i formation but I trusted him. My mistake. Now that I have an issue, I have reached out to the dealership for a copy of the warranty benefits and contract. It has been 2 days since I asked for the information and I still have no response from them.

  Business response

  12/13/2022

  Dear Mr. ********,

  Thank you for reaching out and bringing your concern to our attention. I am sorry to hear you are having issues with your GMC Sierra. We would be happy to assist you in resolving your issues. Please reach out to me directly and I can provide you with the warranty information you are looking for. As for the paint peeling, all paint and interior protection plans are going to protect against elements like acid rain, hard water, bird droppings, etc. However, they would not cover paint peeling. General Motors may cover the paint peeling depending on what is causing the paint to peel in the first place. I believe you live locally and If you are able to bring your truck in, we can work with General Motors to try and have the paint concern covered if it is a factory paint defect. We can also see what type of coverage and/or goodwill we may be able to secure on your torque converter. In any event we are here to help. Please contact me at your convenience and we can help resolve your concerns. 

  All the best,

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

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/31/22 I picked up my vehicle I was charged $2715 for repairs that were either partially done or not done at I was also charged for a water pump that was never replaced. They put a pin hole in my radiator that they refused to fix now my vehicle has to be towed home after paying for these repairs

  Business response

  11/01/2022

  Dear ****** Thank you for bringing your concern to our attention. Your vehicle was towed to our service center from a different repair shop and came partially disassembled from the original repair shop. Upon initial inspection it was discovered that your vehicle was lacking fluids and coolant. There was also residue of dried coolant found beneath the radiator indicating a leak present. Your warranty covered a portion of the replacement of several internal components of your engine. However, you were provided and declined additional repair work to fully repair your vehicle. Those items included replacing engine mounts, transfer case switch, driver seat bezel, water pump thermostat, tires, alignment, and a radiator. You declined these repairs as they were outside of your warranty coverage. This is why your vehicle repairs were incomplete. The items you authorized and paid for were completed. The other items recommended were not since you did not authorize or pay for the additional repairs needed. 

  All the best,

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

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership has told me one lie after the other. They were supposed to fix a place on the car, but they went back on their word there. In addition I went to get an oil change at a major change, and they said that the drain plug is completely stripped so the only way it is coming off is if it breaks off.

  Business response

  07/18/2022

  Dear *****,

   

  You and I have personally spoke on several occasions regarding your concern with the touch-up performed on your vehicle. We have offered to perform this repair again to your satisfaction at no cost to you. As discussed, we stand behind our workmanship and want to make this right for you. I believe you have missed the last scheduled visit with us and we are happy to assist at a date/time that works for your schedule. Please let my team know a convenient time for you we will get things taken care of. 

  As for the drain plug issue; we were able to verify that the plug was not stripped at the time we last serviced your vehicle. You have had your Terrain for over 3 months with no mechanical issues or concerns prior to this. Per our last conversation, it is likely that the independent shop that removed the plug may have damaged it.  

  Please let us know when you would like to have to coordinate the touch-up repair and we are happy to accommodate your schedule in doing so. 

   

  Warm Regards,

   

  ***** ******

  Customer response

  07/18/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  He says my oil drain plug was removed when it never was. Also I've told them the professionalism I expected them to repair my vehicle in. Which they agreed. Then went back on their own word.
  
  
  
  Sincerely,
  
  
  ***** *****

• Initial Complaint

  05/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership did not disclose vehicle being in an accident that involved being towed prior to purchasing. I called dealership and spoke to the sales manager at Laura Buick GMC and he said they do not need to disclose vehicle accident report for unless it was a major accident. Accidents requiring towing is a major accident.

  Business response

  05/16/2022

  Dear Mr. *******,
  

  Thank you for brining your concern to our attention. We believe in transparency in all aspects of our transaction, which is why we prominently display AutoCheck Vehicle History Reports on every used vehicle on our website, free of charge. This is provided upfront for all customers to ensure any known vehicle history is transparent and available prior to ever even working with one of our team members. Not all accidents requiring a tow constitute a major accident. Despite the AutoCheck clearly displaying that this vehicle was in an accident requiring a tow it still has an AutoCheck Score of 94; well above the typical score for comparable vehicles. Your vehicle also underwent our safety inspection prior to sale and if you registered in MO you would have also passed a state inspection. Both should provide you with peace of mind that your vehicle is in sound operating condition. 

  Please let me know if you have any further questions or if we can be of further assistance.

  All the best,
  

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

• Initial Complaint

  12/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is false advertising. They have trucks listed for sale on their website. When you inquire online nobody contacts you. So I called and the salesman told me the trucks weren’t available they were presold waiting on a chip to come in. Then why are they made available on the website for sale. Clearly false advertising

  Business response

  12/10/2021

  Dear Mr. ****,

  I'm terribly sorry to hear of your frustration with National inventory shortages of vehicles and our inability to take a deposit from you on one of our vehicles. All vehicles are listed on our site until they are physically sold, however, we do not take multiple deposits on vehicles while waiting for a car or truck to ship from General Motors to our dealership nor from the time they arrive at our dealership until the time a customer takes physical possession and completes a sale. However, once a sale is completed our vehicles are removed from our website in real time. 

  I am happy to discuss in further detail if you  have any questions or concerns. 

  All the best,

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

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used 2015 GMC Sierra Denali from the business. I also purchased an extended warranty on the wheels and tires. Two years later I take the truck into my local GMC dealer for warranty request due to the clear coat coming off the rims. The warranty repair was approved by warranty company but the wheel company they used said they couldn’t repair the rims. I called Laura Buick GMC who I bought the truck and warranty through to get my money back because the warranty was no good since the wheels couldn’t be fixed. After several conversations with the **** ******* at Laura Buick GMC he said the when he spoke with the warranty company the were denying the claim because they said it was due to possible cleaners or road salt which caused the problem and falls under wear and tear. Not sure how you sell an extended warranty to fix the wheels the say it’s normal wear and tear and never intend on honoring this warranty. Don’t see how this is normal when is impossible to avoid the salt in the winter months in Missouri. I feel this warranty they sell is advertised with false information because is says they will cover cosmetic damage to the surface that alters the normal appearance of the wheel but then deny the claim saying it’s wear and tear. I was given the information to get a prorated refunded I feel I should be given a full refund based on misleading information given at the time of the purchase. I was told by **** ******* to follow the instructions on Laura Buick’s GMC website to cancel the warranty and get a partial refund.

  Business response

  11/22/2021

  Dear Mr. ******,

  We apologize for the dissatisfaction you are having with the warranty product you purchased two years ago. I was able to review your policy, and what you purchased covers far more than just your wheels and tires. The policy covers paintless dent repair, windshield repair, key replacement, and tire and wheel protection.

  However, your policy clearly states that excluded items from coverage are environmental damage caused by rust or corrosion, chemical damage, damage to chrome plated wheels, and failure resulting from wear and tear. It also states that chrome wheels are not covered by the cosmetic damage portion of the agreement. As a result of your most recent repair being cosmetic coverage on chrome wheels, an excluded condition and component, the warranty company denied this claim.

  To clarify, your wheels would be covered under the road hazard portion of the warranty (bent from a pothole as just one example). You do benefit from the road hazard portion of the tire and wheel protection, along with the 3 other components of the warranty you purchased. This is why a proration rather than full refund is being offered.

  Please let me know if I can be of further assistance or if you would like to discuss this matter over the phone.

  All the best,

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

   

  Customer response

  11/26/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  1. My wheels are not chrome plated wheels.
  2. My local dealer had the repair approved through the warranty company but the wheels are not repairable according to them.
  3. When I spoke to Laura Buick they called the arrant company and all of sudden the repair is not approved because of wear and tear.
  4. Laura Buick sells a warranty to cover cosmetic defeats but then has a clause that they won't cover wear and tear. Not really sure how this works since they can in all reality say anything is wear and tear to deny a claim.
  5. There is several articles and even by Laura Buick financial person the wheels are known to have this problem. So again if it's a known problem they still sell a warranty that says it covers cosmetic issues but then is all of sudden wear and tear so they deny the claim.
  
  
  Sincerely,
  
  
  ***** ******

  Business response

  11/30/2021

  Dear Mr. ******,

  We are happy to review this again for you to see if there is a way for your repairs to be covered under the warranty you purchased. The information that was provided thus far indicated that you had chrome wheels and that was why the cosmetic claim was being denied. Regardless of the compound of wheel, if the cause of the damage is from a chemical cleaner it would be considered outside influence and not "wear and tear" nor a warrantable item. It is very atypical for a wheel as pictured in the images shared with us to have any type of cosmetic issue caused by a material defect. The warranty you purchased covers a material defect and also covers cosmetic damage caused by potholes or "curb rash" if you have alloy wheels. Chrome wheels are excluded from the cosmetic coverage but do have the other protections for road hazard. 

  Please reach out to me via phone or email and I am happy to review this matter further in an attempt to cover your repairs.

  All the best,

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

  Customer response

  04/14/2022

  I canceled a wheel protection warranty on 11-23-2021. The cancelation was complete in January. When my payment statement arrived I noticed extra money besides the wheel warranty was credited towards the balance. When I called the extended warranty company they said the extended warranty was also canceled. After several calls and having to drive to the dealership to get any answers I've been getting the run around about getting the extended vehicle warranty reinstated. This has been going on for several weeks and every time I call to get an update the response is either any day or let me go check and get back to you. No one ever calls back and I have to keep calling. They also have been provided all the information needed to reinstate the warranty.

  Business response

  04/29/2022

  Dear Mr. ******,

  
  It is my understanding that this concern was resolved last Friday, April 22, 2022 by our Finance Manager ***** ******. He informed me that he has spoken directly with Mr. ****** and that Mr. ****** was pleased to hear that the warranty had been reinstated and all issues resolved. Please let me know if I can assist with anything. I can be reached directly at ************ ** ********************************

  
  All the best,

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

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this place to purchase a veichile I saw on the website I test drove it and wanted to purchase it. They were supposed to get it clean and ready for me because it was disgusting with dog hair everywhere and a few things needed to be fixed. They told me it would be cleaned and everything would be fixed. It took a week and a half to get anyhing done. I went in before work to purchase the car and was told everything would be ready but they had not clean the suv and had to go over it again which still was not clean and the made me late for work. Parts were not fixed my gas and brake pedal is missing the rubber grips on it which is a safety issue and I was told I would have to fix it myself even though it should have been done before they sold it to me. And this is not a cheap fix I would have to replace both gas and brake pedals themselves to get this fixed. My and a few other parts are broken. They said that the sun visors would be replaced because they were broken now they are only going to fix one, my transmission sims to slip when stopping but they blow it off and said it just works like that. I went to a dealership to not have to deal with this issue like I had gone to a buy here pay here lot. If you want to go to a dealership with bad customer service and all they want to do is give you the run around so they can take your money this is the place.

  Business response

  11/16/2021

  Dear Mr. *****,

   

  We apologize that the vehicle was not fully prepared and ready prior to your arrival for purchase. We are often having interest in purchasing vehicles due to the global shortage well before having enough time to fully prep, repair, and clean vehicles. I am sorry to hear that this caused you to be late for work. 

  We have verified your transmission concern to be a normal operating function of the transmission. Your concerns have also been documented, should there be any issues in the future, although there are currently no indication to cause concern. 

  I believe you are currently working with Sales Manager, **** ********, and Sales Contultant, ****** ****, to resolve your dissatisfaction with the break and gas pedals. We are happy to replace both as a goodwill gesture for you being our valued customer. 

  Please contact **** ******** or I directly should you need any further assistance.

  All the best,

  ***** ******

  General Manager

  *****_******@lauraautogroup.com

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: ******* A. ******** Dispute with LAURA BUICK-GMC Business Name: LAURA BUICK-GMC Transaction Amount: $1,776.76 The intent of this letter is to provide information exposing the deception by LAURA BUICK-GMC (LB-GMC) management. I have incurred additional expenses due to LB-GMC not completing sufficient repairs to return our car in working condition as they stated they would, i.e. returned car without any transmission fluid, loose bolts, unable to start. I am in total disagreement with their service and record information. I'm able to provided additional information along with our documents and records of conversations to substantiate our position. To date, after numerous requests to LB-GMC management personnel, I have never received any written details or receipts/transactions/invoices from them by mail or email. They have been non-compliant. Finally received a copy of LB-GMC 2-page receipt on 08/13/21 from AMEX when AMEX stopped payment. Respectfully, ******* *. ********

  Business response

  09/10/2021

  On 4/16/21, ******* ******** had his 2013 Chevrolet Malibu vehicle ID# ***************** at an independent repair shop, who had unsuccessfully performed engine work on his vehicle.  The independent repair shop was not able to repair the vehicle, so Mr. ******** elected to have the vehicle towed to Laura Buick GMC, Inc. in Collinsville, IL.  Mr. ******** lives in Kansas so due to the distance and circumstances, all communication was done over the telephone and documented by the service advisor on the repair order.

  On 4/19/21, our GM Certified Technician went to bring the vehicle into our shop, but the battery had no power and would not start.  Our GM Certified Technician attempted to charge the battery and to jump start it with a jump box.  Ultimately the vehicle had to be towed into the shop to be diagnosed.  The same GM Certified Technician diagnosed the vehicle and found one of the maxi fuse blown.  To continue the diagnosis, this fuse had to be replaced.  Our GM Certified Technician found additional necessary repairs that Mr. ******** had not been told at the independent repair shop and these recommendations were communicated to ******* ******** in detail.

  On 5/7/21, Laura Buick GMC, Inc. received verbal approval of over the telephone from ******* ******** to continue the recommended work on his 2013 Chevrolet.  Multiple conversations and quotes were given to ******* ******** over the telephone.  During these telephone conversations, Laura Buick GMC, Inc. agreed to a significantly discounted pricing structure on both parts and labor to create customer satisfaction at the highest level as we always strive to do.  After replacing the ECM and TCM with new gaskets as approved verbally by ******* ********, the vehicle was towed back to the original independent shop at ******* ********'s request for they could repair the power steering module which was broken by them in the initial repair.

  ******* ******** appeared to be fully satisfied with the completed repairs at Laura Buick GMC, Inc. and paid with his credit card over the telephone on 5/17/2001.  He has now disputed the charges and attempted to reverse the payment through his credit card company.

  Laura Buick GMC, Inc. has provided quality work on ******* ********'s vehicle and gained his approval every step of the way.  His repairs were discounted significantly with labor at approximately 50% of our current labor rate and parts over 40% reduced.  Part of the delay in the repair was due to the response rate for communication from ******* ********.  ******* ******** was treated respectfully and more than fair during the entire process.  We are unaware of and cannot substantiate any of the complaints Mr. ******** lists in his complaint.

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle March 2018. It had a clean Carfax. I paid almost $30,000 for it. I thought I was buying an LTV, but it is a LT. I had the vin number ran on it. All the parts on the vehicle are aftermarket. I took it to the dealer because the cupholders weren't working. They told me that the console was not to be in the vehicle. The vehicle has been in the service department several times. The tires does not hold air, the flares on the side panel are coming off. The computer screen had went out. There were things going wrong with the transmission. They told me that there was nothing wrong with it. I complained about it several times. I tried to trade in the vehicle, but they said it had 2 accidents on it. When I purchased it, they showed me a clean Carfax. Now, it is at the dealer with transmission issues. My warranty has expired. I told them about my transmission several times in the past. They misled me.

  Business response

  08/06/2021

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

  
  We were able to research the history of your vehicle purchase as well as your service history with our dealership. When you originally purchased your vehicle in 2018 we could not have shown you a clean CarFax. We actually do not use CarFax and instead supply our customers with a vehicle history report from Auto Check whenever requested. The Auto Check vehicle history report does in fact show the 2 previous accidents that were prior to your purchase and would have been on there if requested to review at the time of sale. We were also able to verify that the vehicle was clearly listed online and in-store as a 2015 Chevrolet Tahoe 4WD LT, not an LTZ as you alleged. 

  
  Your vehicle is now in our service in need of a new transmission due to a failed torque converter. It has been over 3 years since your purchase and you have driven over 50,000 miles in that time. The vehicle was not sold to you with a faulty transmission and any allegations that we misled you are simply unfounded.

  
  Our service team is committed to assist you in getting your vehicle back in good working condition. We have offered you a significant discount to assist you as a goodwill gesture as our loyal customer, despite your vehicle having over 150,000 miles and being well out of the warranty period. We hope to work with you to get you back on the road.

  
  Please let me know if I can be of further assistance.

  
  All the best,

  
  Jared Miller
  General Manager    

  Customer response

  08/06/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  I feel I was sold a truck falsely due to the 2015 Tahoe clearly has LTZ written on the vehicle and who in there right. Mind would buy a truck with 2 accidents I feel that should be included in the comments on the vehicle and if you are selling a LT take LTZ off the vehicle I feel almost 30,000 for a vehicle with 2 accidents should be known I feel they keep that a secret to sell the vehicle cause no one in there right mind would’ve purchased the vehicle I definitely wouldn’t have the SUV had almost 100,000 miles on it when I bought just a bogus deal 
  
  Sincerely,
  
  ********

  Business response

  08/10/2021

  We are working with ******* and scheduled to purchase the vehicle from her and to resolve this matter tomorrow at 12:00 PM. 

*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. ↩