ComplaintsforFox Valley Buick-GMC

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  (Paraphrasing due to character limits) I have had several interactions with this business, they replaced my front brakes, tires, and I've had several oil changes over the past year. 5/20/2023, I took my vehicle in for an oil change and to replace the rear brakes. Dropped my vehicle off on 8:30 am for a 8:45 am appointment. *************************** was the service consultant to check me in. At the time of drop off, he alerted that their sensors showed the back alignment of the vehicle needed to be looked at to which I agreed in addition to the scheduled repairs. 12:30 pm, I was called and ****** stated that the mechanic found that my car was leaking oil in 3 places (oil cap, transfer case, another one I can't remember). Since they'd have to take the motor out, this would be over 26 hours of labor and would cost ~$5,000. This was a complete shock. We explained we didn't have the money and the warranty expired. He said we could finance this through their local lender (sunquest) but it was better to get this done now before something bad happened and either damaged the car or worse. We stated to complete what was originally scheduled (brakes and oil change) and if we could get an itemized receipt of the quote so we can break this up in pieces. ****** said he could do this but when we got to the dealership all that was provided was a multi-point inspection with a quote that stated "miscellaneous oil leaks" and estimated cost of ~$6,000 which was different than what was originally stated . We decided to take this to another mechanic and the mechanic stated there was a slight oil leak around the cap but nothing else and the alignment was fine. Assured that we can wait until we perform the 130k mile service unless something changes between then and now. Reporting so hopefully this doesn't happen to someone else where this dealership can scare people into unnecessary costly repairs.

  

  Business response

  06/12/2023

  We will answer concerns in order of his letter. 1st when car came in it showed it needed an alignment. Please see pdf labeled ro66258b. it is date stamped along with picture of his car and Vin # of his car it will show that the car was out of alignment in rear, as was stated at write up. 2nd to address oil leaks, please see all attached pictures in this e-mail. It will show all the leaks that we noted on Repair Order. As stated in BBB letter ********************** states that another mechanic told him there was a slight leak around oil cap and nothing else. The pictures will show that the car had mutable leaks. Last item to address was that at pick up he was not told what was needed. Please see pdf labeled ro55258a, it will show that the items leaking is listed and the estimated of $5623.59 is on Repair. This is a copy of the customer copy he was given. The Attached documents will show that at no time did we try to sale any unneeded work.
  Please let me know if you received it and if you have any questions.
   
  Best Regards,
  *************************
  General Manager

  Customer response

  06/14/2023

   
  Complaint: 20121470
  
  I am rejecting this response because:

  we were not shown any of these pictures of the vehicle at the dealership or anytime after.  We were also not shown the *** that listed out all the necessary repairs to the vehicle. The only document that we received was a *** that said various oil repairs. We did have the vehicle independently looked at by a certified GM mechanic, and  he did agree that the vehicle does have some minor oil leakage . However, he stated The repair was not necessary at this time. He did recommend that the repairs be completed, but at a time that when the engine of the vehicle would have to be removed for other reasons, as the majority of this cost in repair was for labor for removing the engine.

  We agree that the vehicle is leaking oil, but the dealership has made it sound a much bigger deal than it was, and we felt very pressured to make the repair.

  we appreciate that Fox Valley made us aware of the issues to our vehicle. But we did not appreciate that we were being pressured into spending almost $6000 into repair that was not needed at this time. Also, as we were walking out the door we were told by ****** the salesman there by the way, your spark plugs in the change as well and at that time it felt just like a kick in the teeth.

   

  Head fox valley provided us the pictures in the ***s as we requested when we picked up the vehicle we would not have made a report.

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

  

  Business response

  08/09/2023

   
  Hi Norm , 
  I received the answer from are system provider.Unfortunately are system is not allowing to get the information was sent to the customer because time.
   
  At the time when vehicle was in are service department the customer was advised via phone and text about the vehicle problems.
  If a vehicle has required any type of repair except oil change and tire rotation will receive a text with recommended repairs (picture) and a follow up phone call.
  Also at  the time the vehicle is getting picked up customer will receive a copys with all recommended repairs itemized (customer copy).
   
  Please let me know if you have any questions.
   
  Best Regards,
   
   
  **************************
   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had my car serviced there and is was covered under warranty and they tried to charge me extra **** and couldnt tell me for what because they had a new system even when it was covered under warranty and couldnt explain for what

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a Audi A5 from this dealer. Car had a warranty , and looked really nice. At my second week with my new Audi , car has suddenly stopped. i paid out of pocket to get it towed. Dealer said issue is fuel pump. They said, they will change it, but i needed to pay 100$ more dollar deductible out of my pocket. I said ****, things happens. After they said everything has been fixed i took the car from dealer and came home. But shortly after (literally in 4 days) car has stopped again. But this time it was on highway, and my family was in the car. Car has suddenly stopped in the middle lane of the highway. Since it stopped on the middle lane, i couldnt moved it to the side way. It was so dangerous, i felt that i was so close to death. But i was not even thinking about my own life, cause my wife and my kid were crying in the car. We finally moved it to the side way, and started to wait for tow company.It was frozen cold , me and my family almost got frozen. Towing company came so again i had to pay for 200$ more for towing. So my question is , why would you give me the car and say it was totally fixed but before this question, my first question is Why Would You Sell Broken Car at the first place. These people put my and my famils life in a danger. So i am expecting an apology first, then they have to fix my car, if they cant fix it i want my money back, also i am asking for all the expenses to be reimbursed, i dont feel like paying more deductible for newly purchased car. If i cant get any help from dealer, i will give an update for everybody.PLEASE CHECK THE **** YOU ARE BUYING FROM THIS PLACE!!!!

  

  Business response

  01/09/2023

   In regards to the Audi A5,we made the repairs. This vehicle would not have been able to run properly if something was wrong at the time of the purchase. I spoke with Mr. **** and he is seeking payment for the difference on the towing bills. We are in contact with the extended warranty company for full reimbursement for both towing bills.

  
  
  Thank you!

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cruze 2012 Limited Warranty and Repair history attached. This vehicle was returned multiple times from day ONE for the same reasons!! One the firs day I bought the car it would not pass the safety inspection due to sever oil leaks. In addition, the smell in the cabin from the cooling system was not tolerable! This car was under warranty for **** miles or 3 months, they kept sending me away that the car is fine and at some point I had no chance but take it to another shop for complete repair after my car end up overheating and had to tow it. I end up sending them the invoice however, they don't want to pay for the repair. Even their one of the service advisor kept telling me we can't keep fixing your car for free and his statement was how much money do you want to spend to fix the problems? Evidently they knew what was the problem however, they didn't want to fix the issues. Now I`m stuck with the invoice that they should had take care of.

  

  Business response

  02/21/2022

      In regards to the 2012 Chevrolet cruze, we made the repairs for oil and coolant leaks.  These repairs are not related to the tensioner.  Had the tensioner been bad when we did our repairs the vehicle would have had to have been towed like it was when he needed repairs at accur8.  This vehicle would not have been able to run properly needing a timing chain tensioner.  Had Mr. ****** brought the vehicle here for the repairs we would have assisted with the invoice for parts and labor after one of our certified technicians inspected the vehicle.

   

  Thank you!

   

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

  General Manager

  Fox Valley Buick GMC

  www.FoxValleyBuickGMC.com

  P: ************

  F: ************

  E: ******************************************

  

  Customer response

  02/21/2022

   
  Complaint: 16488724
  
  I am rejecting this response because: you did not fit the problems what we brought it in for. You kept saying there is no oil leaks or cooling issues. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am trying to resolve a problem with this business that regards getting a refund for GAP insurance purchased through this dealership. In 2019 I purchased a car from this dealership. The car was sold months ago with a remainder of the insurance (time sensitive) left over. When contacting the other insurance I was able to get a refund going within a day once I faxed required paperwork they sent me a ******* check in the mail. This dealership however has not been that easy. Whenever I call I am directed to the office of someone that is supposed to handle my complaint they answered the phone 1 time and said they had to wait for someone else to come the next day and would give us a call back. No call back no email no communication whatsoever and here we are over a month later. I have made numerous attempts at least 3 times a week to call and now whenever I call I get the reception but the person who can help me never answers I've left voice mails and called more times than anyone should have to for a refund. I am thinking because the documents are time sensitive they are trying to stall time seeing how much the refund should be. I am seeking any sort of communication with this dealer so that unltimitaley I can get a refund.

  

  Business response

  12/15/2021

  After multiple attempts by phone and text message ************************* and ****** *** came in and finalized the cancellation of the products purchased from there previous vehicle. They were contacting the wrong place and reaching out to the companies who which they had the products with. Customer stated he was so sorry and said as soon as he got home he will try and remove the review he submitted. The customers left our dealership happy and satisfied. 

   

   

   

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