ComplaintsforRay Skillman GMC Truck, Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/15/2023 I went to the Ray Skillman GMC Southside and talked with them about possibly trading in my 2014 ***** Equinox as I was having issues with it. I was trying to figure out if it would be possible to trade in with my credit situation or if i should just try and take the Equinox and see about having it repaired to to bide more time with it. I ended up having a friend come over to dealership and she co-signed for me to try and see if could ****************. **** ended up putting us in a 2016 Dodge Challenger. Finance *** worked on the deal for us and told us they could get us financed with the payment we were wanting to stay with. We told them the car tires were bald and *** explained that it was discounted and they would not be able to do anything with tires and told us we had to get warranty and that was non-negotiable.Drove the car home on 12/15/23 to find the passenger head light was out- Emailed *** to let him know and **** said that he would get it in for service the next Friday 12/18/2023- Took to Tires Plus to get new tires- Found out suspension/tire rod safety issue needed repaired- ****** went to Ray Skillman GMC spoke to **** explained the issue was told he would get it in for service for repair at no charge to us 12/19/2023- Check engine light came on 12/20/2023- Bank called for welcome call I told them about the issues that was having they said they would work with dealership to get repaired.12/27/2023- Finally got car in for repair 12/29/2023- Spoke to sales ************************* which blamed me for the bank withholding the money- Was told I needed to call bank and have them release the funds as he was not putting any money into the car. I was told the dealership was just going to back out.1/2/2023- Bank returned approval as dealership was refusing to repair what the bank was requiring for funding. The car as been at dealership for a week now they sold my trade-in and I have no car now and **********************, ***, and dealership do not care.

  Customer response

  01/08/2024

  The dealership reached out to me stating that the car was now fixed. I sent the finance *** an e-mail that I worked with at the dealership as he is the only person, I have an e-mail for. I was asking few questions that I was concerned about before I am picking up the vehicle. I was also asking as my experience with them has been bad that maybe we can mutually agree to void the contract and me take my business elsewhere as I am sure they do not want to business with me anymore than I want to do business with them now. I have not been contacted by the dealership since I sent the e-mail allowing them to decide how they wanted to proceed. Waiting on follow-up from e-mail on 1/5/2023.

  Customer response

  01/08/2024

  The dealership reached out to me stating that the car was now fixed. I sent the finance *** an e-mail that I worked with at the dealership as he is the only person, I have an e-mail for. I was asking few questions that I was concerned about before I am picking up the vehicle. I was also asking as my experience with them has been bad that maybe we can mutually agree to void the contract and me take my business elsewhere as I am sure they do not want to business with me anymore than I want to do business with them now. I have not been contacted by the dealership since I sent the e-mail allowing them to decide how they wanted to proceed. Waiting on follow-up from e-mail on 1/5/2023.

  

  Business response

  02/13/2024

  Our used car department worked with ************** and addressed his concerns relating to the 2016 Dodge Challenger.  We also worked with the bank involved and completed financing on the purchase of the vehicle.  

  Customer response

  02/22/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need to speak with someone about the process the lease here payer program at Ray Skillman has, and the way they treat their customers they are leasing vehicles that have major mechanical issues and then refusing to set appointments to have them looked at or fixed. I pay $132 a week to essentially rent the car from them because it is a lease. Not a true buy here pay here like it used to be, the car does not belong to me. It belongs to the dealership, but the dealership is not taking responsibility for the repairs that need to be done on the vehicle. I drove the car off the lot with mechanical issues, known with the promise that they would be fixed to no avail , I pay a lot of money every month for a vehicle that has severe mechanical issues and is very unreliable, paying this much monthly for a vehicle. Should not have to worry about reliability and whether Ill be able to make it to work.

  

  Business response

  11/28/2023

  ****************** lease a vehicle through our **** program in June.  After the initial sales, we addressed the service items that were of concern to the customer.  Subsequently, ****************** had an additional complaint.  We were unable to satisfy the customer based on his demands.  Additionally, ****************** has filed for bankruptcy protection which includes this vehicle and therefore we are no longer allowed to contact him. 

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car *************** skillman and they had me finance it through credit acceptance and they said they would take care of me. They ignored me for a month while I tried figuring out where I needed to take the care cause the whole front end went out and they dont care. Finally after a month they sent me to the right place but by then they wanted their high payment of 520 dollars for a car that I already paid **** dollars for and all I got to do is drive it home. By then I was broke by paying people to give me rides back and forth to work and told them to just come get their pos car. I found out later about the bbb. I thought I would try I felt like I got screwed over and I felt like it was shady business. I just want it off my record I dont want any money

  

  Business response

  10/25/2023

  **************** purchased an as-is car with no warranty.  While we do our best to inspect and address any issues prior to selling, there are items that do require repairs after the purchase that are the responsibility of the purchaser.  That being said, we did assist **************** with repairs that was done as a goodwill to the customer.  Please let me know if you have any questions or require any additional information.

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 15, 2022, I brought my 2008 Grand Prix to Skillman to have the transmission replaced for a second time. When the transmission was replaced the first time in January 2018, it had a 3-year/100,000 mile warranty. While I acknowledged that the warranty had now expired based on time, I raised discussion because this most recent failure with less than ****** miles on the replacement was nowhere near acceptable performance. What came to light in the course of discussion---rather than the warranty---is the basis for my complaint. It became apparent that when the transmission was replaced in 2018, it initially had problems. The service center completed repairs under warranty before ever returning the car to me, never disclosed that fact, and documented these repairs in a separate invoice that was never shared with me. They wrote it up as the customer stated it was slipping when in fact their own documentation shows I did not even have the car back yet. Skillman has acknowledged that is what their documentation reflects. (Invoices OLCS4689, OLCS5596) I did not receive the factory-certified transmission for which I had paid. Now that transmission has proven unreliable and had to be replaced prematurely. Since Skillman knew the transmission was faulty to begin with and orchestrated an overt cover-up, my claim is that I should pay nothing to correct this second failure. The dishonesty is not OK. I am requesting reimbursement for the entire cost. (Invoice OLCS324489 - $4366.03). While they did work to get the cost down from the initial estimate, it really only brought the charges in line with competitor quotes. Skillman told me they were working under the direction of *************** and thus, I had to raise the issue with them. GM has refused to discuss the point of the matter, said they have nothing to do with it, and directed me back to the dealer. I have spent hours on the phone attempting to resolve but have been met with only denial and diversion.

  

  Business response

  02/13/2023

  Please see attached response.

   

  Thank you,

   

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

  Customer response

  02/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Skillman representatives continue to point to the warranty on the transmission, and that is NOT the point of the matter.  The issue is that they overtly misrepresented what they installed in the first place.  On 1/23/2018, what I authorized and paid for was a newly remanufactured factory-certified transmission.  I was NEVER informed of or authorized installation of an initially faulty transmission, immediate repairs to that unit, or falsification of records indicating that I myself had reported the fault.  I call that dishonesty.  Now that the transmission has proven unreliable and failed prematurely, I expect them to be accountable for having knowingly proceeded with a subpar repair and without disclosing the deficiency to begin with.
  

  I myself cannot say whether the dealership or GM should be the one responsible for rectifying the situation.  As a GM authorized service center and the front line for customer interactions, though, I do expect Skillman to be working with GM to figure it out.  As it is, no one has even acknowledged handling of the first repair and associated cover-up as wrongdoing, much less take any responsibility for making things right. I have spent hours trying to work with both Skillman and ************** but have just been batted back and forth between the two, with each pointing the finger at the other.

  
  Neither the specifics of the warranty nor the age of the vehicle justifies their blatant dishonesty.  I ask that they STOP diverting attention away from their unethical handling of the 2018 repair and step up to make things right.  Since I did not receive what I paid for on that first repair, the only fair solution would be to offer the subsequent replacement free of charge to me.
  
  Regards,
  
  ***********************

  
  

  

  Business response

  03/01/2023

  After reviewing ******************** rebuttal after our response to her complaint, our stance will remain the same on the subject. Nothing has been "misrepresented", as stated by ****************. She received a Remanufactured Transmission from GM(Part #********) on her visit from 1/18/2018, carrying a 3 year/100,000 mile warranty from the Manufacturer. GM warrants to the purchaser for this time and mileage, that it will repair or replace, at its option, any genuine GM parts service replacement on this transmission, that fails due to a defect in material or workmanship.(Copy of GM Policy and Procedure is attached.) Whether this be one year from the installation, or during the test drive of the initial installation, this would be handled the same way, under GM warranty provisions, as was done in the case of ************************** Grand Prix. This certainly was not a "dishonest" act, but rather a repair to make sure that customer would have no concerns when returning her vehicle to her. The documentation on the repair from subsequent repair after installation, dated 1/23/18, states "customer states", as all headings do on a GM warranty repair.

  We understand that **************** is upset that a concern was had outside of the warranty on the original repair, making any repairs out of pocket. However, she did receive what she had paid for on the initial visit, and drove the vehicle ***** miles, and just short of 57 months, before having another concern. 

  As we had previously said, we worked with GM for any goodwill assistance on the repairs, and were declined, and no further actions will be taken on our part.

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The companys response addresses nothing.  If they are going to continue to claim that they did nothing wrong by installing an initially faulty component, doing (as best I can estimate) $1700 worth of repairs to the unit, explicitly hiding the fault and repairs from me, and then selling it to me as new, then I have little hope for a productive conversation.  Outside of Skillman and GM, I would be hard pressed to find a thinking individual who would not call that dishonest and a misrepresentation.

  When I brought the car in with the first transmission failure, Skillman had presented two distinct options: Repair or Replace.  Though the repair option was somewhat less costly, they clearly did not recommend that option and conveyed a higher likelihood of subsequent problems.  I opted to replace the transmission with a newly remanufactured factory-certified transmission.  Installation is considered complete when they return a working car to me. At the point I took delivery, what I received was a REPAIRED transmission; the transmission had already been through major repairs before it was ever returned to me.  The warranty was for a new transmission, and that is not what I received.  And subsequently, the repaired transmission has proven unreliable, as might be expected for an initially faulty unit.  No mechanic on earth would consider 35K miles on a transmission acceptable.

  Though I have previously had plenty of other unrelated work done under warranty on the car, I have always received a detailed explanation and invoice documenting the work done.  NO INFORMATION WHATSOEVER about the repairs was shared in this case.  I received only a separate invoice for installation of a newly remanufactured transmission.  The only reason I am even aware of the repair activity, documented in a separate invoice, is because a GM customer service representative unknowingly disclosed that fact when trying to use the prior warranty work as a reason for denying assistance with the recent second failure. Further, on an invoice where I am clearly identified as the customer and the mileage and dates make it clear that I did not have possession of the car, recording an issue as the customer stated is undeniably FALSE---whether or not GM or Skillman habitually documents mistruths in this manner.  As a bottom line, Skillman acted explicitly to NOT disclose the repairs to me.  If they were confident that their actions were perfectly fine, they would have had no reason to hide this activity from me.

  If Skillman is going to continue to dig in their heels, this conversation will simply spin in circles and go nowhere.  As I have said, any rational person would consider their handling of the situation as dishonest.  Please advise of any suggested steps on my part to prompt a more rational discussion. Otherwise, I will unfortunately have to pursue legal action.  They can be assured that I will not be bullied into simply accepting their unethical business practice.

  
  Regards,
  
  ***********************
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 GMC Terrain in June 2022. I have had intermittent issues with the infotainment system. It either freezes on two screens (ex. phone call and GPS). It also has a 'pixely' display at times as well as lags in response time. When these issues occur, none of the buttons on the screen display work, controls on the steering wheel won't work, nor will the radio control dial on the dash. The only way that I've found to correct this issue is to pull off the road, turn the car off, then back on to reset the system. Once the car is back on the system works just fine. I have videos that I've taken to show what the infotainment system does; however, no one wants to view the videos at the *************** In addition, there are times it will not sync to my cell phone whether by lightening cord or bluetooth. I have taken my vehicle to Ray Skillman ************** twice for repair or replacement. Both times they had my car overnight and both times they were not able to replicate the issue. Therefore, it is still not working properly. The vehicle is 7 months old. I have tried speaking to the service manager to no avail. They did call me today to inform me that I need to update my cell phone and that that could fix the issue. My cell phone is updated and current. I would just like the infotainment system repaired or replaced.

  

  Business response

  01/23/2023

  As this is a manufacturer issue under the manufacturer warranty, we are in the process of communicating with ************** to find a solution. We will continue to be in contact with ************** until the issue is resolved.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/14/22 I traded in 2 vehicles for 1. I dealt with ***** and ***** My payment was due soon so I advised them of such and was told that the payoff would be sent within 10 days so I didn't need to worry about it. On 10/1/22 I began getting calls from the lender stating that I was past due, I explained to them the dealer was sending payoff. On 10/5/22 I got another call, so I reached out to the salesman *************************** via text, he assured payoff had been sent. On 10/18 I went to Ray Skillman because I was still getting calls, the advised that I needed to sign more paperwork that they had missed, ****** was involved this time. On 10/21 I went back and asked for proof of payoff, they gave me a copy of the checks. Those checks were dated 10/21/22. It took 37 days for *** Skillman to send the payoff. 10/25/22 I have a 30 day late notice hit my credit report. I contacted several people at Ray Skillman asking for assistance with getting this removed, the most recent being *******************. Even after everyone of them admitting they messed up they have made it know that I am fighting against a man with a lot of money and it would be a waste of my time/money.

  

  Business response

  11/28/2022

  When ****************************** traded in the vehicle in question, the loan was already in late payment status.  Additionally, we did require a number of additional items in order to get this transaction funded with the bank.  However, the deal has been funded and processed.  Also, we are currently addressing a number of cosmetic issues on the vehicle for ****************************** free of charge.  

  Customer response

  11/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  The loan was in the grace ****** granted by the financial institution, 20 days away from the 30 day late that has hit my credit.  The additional paperwork that needed to be signed was not brought to my attention until I called the dealership asking why I was getting calls stating my payment was late.  This is to no fault of my own, yet possibly due to the fact that ****** (the sales manager) was under the influence of alcohol at the time of signing paperwork on 9/14.  I have attached the copy of the payoff checks that were not written until 10/21.  The original paperwork was completed on 9/14.  They stated signatures were missed and I needed to return on 10/14, which I did, question is why did it day a month to figure that out? Again on 11/7 we had to return to redo the paperwork because they dropped the ball. Regardless of the account status, 9/14 to 10/21 is 37 days, that would still put us over the 30 days past due.  They have continue to point the finger at me on paper, yet EVERY one of them have admitted they dropped the ball.  This includes ***************************, *****************************, *************************, and ******************** 

   

  In regards to the cosmetic work being completed "free" of charge.  I have attached a copy of the "we owe" agreement that was made prior to the signing of any paperwork.  This work took more than 60 days and still wasn't completed.  I am still waiting for a scheduled time to have this completed. 

   

  To add to this, I was told the truck had a remote start but they had lost the key fob and would have to get a new one.  On  11/18 I was finally able to pick up the truck.  I asked about the key fob.  ***** told me "the truck actually doesnt have remote start, but dont worry about it I will take care of it, its the least I can do".  I called ***** for several days in a row to confirm he had scheduled this as he told me he would, finally he stated in a text "I got shot down with a quickness bro.  IDK why i thought it had it. Sorry for the confusion".  On the list of vehicle accessories provided to the financial institution remote start was listed.  

   

  After reaching out to *********************, the sales manager, I have been denied to have the remote start installed yet again.  A sales guy making promises he cant keep and that his company will not stand behind is simply bad business.  Then on top of that lieing to the financial institution, how is that acceptable?

   

  The new resolution I am looking for is to have Ray Skillman work with Global to have the negative marks removed from my credit, the rest of the "we owe" work completed, AND the remote start installed.

   

  When I asked what should I do ******************* responded, "Do you really want to go against a multi millionaire like *** Skillman?"  When asking for supervisor contact information ********************* sent in a text "My boss is *** Skillman and he wont be available". 

   

  
  Regards,
  
  ***************************************
  

  

  Business response

  12/21/2022

  We are currently working with the customer.  We have agreed to address the issue on the seat and have also approved adding the remote start to the vehicle.  We are continuing to try and address the issue with the bank and credit bureau to see if there is anything we can do.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/22/22-10/25/22 THE AMOUNT OF MONEY YOU PAID THE BUSINEES -$0 WHAT THE BUSNIESS COMMITTED TO PROVIDE YOU- BUSINESS OFFER NO HELP WHAT THE NATURE OF THE DISPUTE IS - UNPROFESSIONAL , RUDE MANAGERS AND STAFF MEMBER *****(THE HEAD MANAGER OF THE ****** , ****** ********************************* I RECENTLY WAS LOOKING TO PURCAHSE AN NEW VEHICLE THEY ALLOWED ME TO TAKE TO THE VEHILE YELLOW 2016 **** RENEGADE TO SEE IF THIS WHAT I LIKE , I WENT AHEAD A PUT AN MY APARTMENT STICKER IN SIDE THE VEHICLE SO I WOULD BE ABLE TO PARK IT A MY PLACE , ONCE IT WAS TIME TO RETURN THE **** I FORGOT TO GRAB MY STICKER OUT OF THE **** , I THEN CALLED AN LEFT AN MESSAGE DUE TO THEY WERE CLOSED WHEN I DROPPED THE VEHICLE OFF , I THEN CALLED BACK THE NEXT BUSINESS DAY AN REQUEST TO SPEAK WITH *********************** HE WAS EXTREMELY RUDE ONLY ASJKED WHERE THE **** AT AND NEVER ONCE GOT BACK WITH ME THE HEAD ******** TOLD ME HE COULD DO NOTHING ABOUT IT THAT HE WOULD NOT GIVE ME HIS CORPORTE NUMBER HE'S THE HEAD BOSS AND I HONESTLY FEEL LIKE I WAS ONLY TREATED THAT WAY BECAUSE I DIDNT PURCHASE AN VEHICLE WITH THEM . WHETHER OR NOT THE BUISNESS HAS TRIED TO RESOLEVE THE PROBLEM - NO THEY DID NOT ,

  

  Business response

  11/14/2022

  it is unfortunate that once ************ returned the vehicle her apartment tag was left in the vehicle.  While we try to accommodate when articles are left in vehicles, we have no ability to assists if the missing article is no longer in the vehicle.  I want to apologize for the inconvienience.

  Customer response

  11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Traded my 2017 GMC & tahoe in on 8/25 for a 2018 Ford F250. the following is the list of events from date of purchase. with the purchase agreement they were going to fix the tailgate that wouldn't open and fix a tire vibration felt on test drive. 8/25: purchase date, driver side step would not go back up. 8/26: no problem 8/27: hood adjar alarm went off and the hood was not open so I had to pull the hood latch and reshut the hood. I arrived to work and I got a call that all the lights were flashing flashing. I go outside and unlock then lock the truck and walk away not even 5min later the whole alarm system set off horn and lights. 8/28: Arriving to my destination the suds in greenwood there was a wired sound coming from the front right tire. we found the front right lug nut had fallen off inside the center cap. all the other nuts were just finger tight on this tire. Then when I went to leave the Suds and go home the low oil pres

  

  Business response

  09/21/2021

  We traded Mr Coffey out of the vehicle he had issues with into another truck. 

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