Complaints

This profile includes complaints for Gurley Leep Automotive Family's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Gurley Leep Automotive Family

  5302 Grape Rd Mishawaka, IN 46545-1312

• 

  Gurley Leep Automotive Family

  320 E Ireland Rd South Bend, IN 46614-2656

• 

  Gurley Leep Automotive Family

  215 W Douglas Rd Mishawaka, IN 46545-1241

• 

  Gurley Leep Honda

  2345 Cassopolis St Elkhart, IN 46514-5114

• 

  Gurley Leep Automotive Family

  5210 Grape Rd Mishawaka, IN 46545-1345

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dealer is where I leased my car 2 years ago, I took my car in for a simple oil change and was taken advantage of based on my age and gender. They convinced me that my 2 year old car with 20k miles needed all of this extra work or I'd have to replace parts/tires by winter. Later that day, they called while I was in a meeting at work stating that it needed even more work and when I declined, she proceeded to tell me that I needed to go online and sign off on my decline or they would assume I changed my mind, do it anyways and make me pay for it. Then, when I picked up my car, they ran my debit card multiple times telling me it wasn't going through and then wrote my card number down on a sticky note and said they would try again later. That made me uncomfortable so I pulled up my bank account and it had in fact gone through, I showed them and they played it off but kept the sticky note. I had to go to my bank afterwards to get a new debit card because I was worried he was trying to steal my debit card number. A car wash is included in this service but my car wasn't cleaned and there were oil smudges on my steering wheel and inside my drivers door. Before I left, they went through the survey they wanted me to complete, highlighting all the highest answers telling me to only choose those answers. Instead I left a bad review, requesting the General Manager contact me and its been 2 weeks with no contact at all. This experience was highly unethical and unacceptable. Since then, I've taken my car to another mechanic who told me that my car didn't need anything other than an oil change and validated that I was highly taken advantage of.

  Customer Answer

  Date: 05/21/2024

  I would very much like my money back that they made me spend on unnecessary services but at the very least, I would like someone higher up within their company to call me about the situation.

  Business Response

  Date: 05/28/2024

  We have spoken with *****************.  We agreed to pick up her car next Wednesday morning at her work location.  We will perform a full detail as well as a wheel spin balance at no charge.  Once the services are complete, we will return the vehicle to her.

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

  General Manager

  Customer Answer

  Date: 05/28/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought my vehicle into this dealership originally on Jan 23rd 2024 after my car went into limp mode in Ft. *****, IN . The dealership determined the engine needed replaced and found it was a recall that caused the engines issues . During this visit they determined my car needed a catalytic converter and the brakes bled . All the services were done and when the vehicle was returned to me on February 7th 2024 I returned to Ft. ***** (was employed in this area ) only to have my vehicle overheat and start throwing multiple check engine codes. When I scanned the codes they were all issues with airflow and evap sensors due to the new catalytic converter and witnessed a radiator hose spewing coolant from the engine . Took the vehicle back with the new engine under warranty to be told none of the radiator hose leak was not caused by them and the check engine codes were no concern . Paid for repairs wrongfully on the 26th even though both were caused by their repairs. Check engines codes have returned multiple times and causes the car to run rough but ignored due to being told it wasnt an issue . April 5th 2024 rolls around and my clutch breaks so it is towed in that night and I scheduled service the following morning. They proceed to have my car until the 25th of April with hardly any updates on my cars repair status and continously extending timelines for completion. I paid the bill only to have my vehicle leave me stranded with yet another new issue after their repairs . Very abbreviated version of the whole story but hopefully gets the point across that they have extremely shotty repairs , poor customer service , and lack of urgency / care for customer satisfaction. Currently seeking amendments to all fo these issues and yet again have been left with no transportation and no sorrow or urgency to solve the issues brought upon by them . Running out of space to deep dive this terrible dealership but i will leave it at dealership has a reputation for its lack of quality

  Business Response

  Date: 05/07/2024

  We acknowledge that, over the last few months, ************** has had numerous and significant repairs done on his 2012 Hyundai Veloster.  We note that, in addition to the repairs that he has paid for personally, a large amount of the repairs, specifically the engine replacement, were covered by Hyundai warranty.  Each issue has been addressed as it presented itself.  The most recent event was when ************** had his car towed in on 4/26/24.  We checked it Monday morning, 4/29/24, to find that the wiring to the battery terminal was broken.  ************** had replaced the battery himself recently.  We repaired it for him at no charge and also paid for the towing charge. 
  
  We recognize that ************** has had a lot of issues with this vehicle and that it has caused issues with him having to take time off work.  However, we do not feel that we have done anything improper, nor do we feel that our initial service work has caused any of the subsequent service issues.  As stated before, we performed the most recent service at no charge to **************. Of course, we would be happy to assist ************** with service in the future but we do not feel we are obligated to refund any of his previous payments.

  Thank you.

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

   

   

  Customer Answer

  Date: 05/20/2024

  To whom it may concern, 
   This is ******************* the consumer attached to complaint #******** addressed against the vendor Gurley Leep Hyundai. In regards to this case I unfortunately had no time these last few weeks to respond to the vendors reply regarding my complaint due to falling extremely behind at work and being the sole employee there working extended hours. In regards to the vendors reply I do not seek a full refund for the grand total ive spent with them in the past I merely sought reparation for the unfair charge of diagnosing issues caused by their lack of service. As they pointed out they were OBLIGATED to repair the engine under warranty so they did no favors there although they attempted to pass this off as doing me a favor. After this warranty work i was left with a radiator hose leaking and check engine codes that did not exist prior to the repair and when brought in they claimed no responsibility and charged for the repair and diagnostic. THIS is the first reparation I am seeking amendment of . The second being the latest repair of doing the clutch and returning my vehicle to me with a dead battery which as they mentioned they did repair at no charge however of course placing the fault on me .  The second issue has been resolved however the first has been neglected . Ive had the vehicle for several months with the faulty wire in question and never had ANY prior issue with starting the vehicle or battery drain. When buying a new battery the same day as picking up my vehicle and replacing it to no avail i sought refund for purchasing the new battery however I will withdraw the refund request for the battery . Reason being although i had the old battery tested and it testing as perfectly functional I ultimately made the  decision to keep the newer battery and get rid of the older one. Again the battery issue was resolved by them and I appreciate them fixing this at no cost I dont appreciate them throwing the fault on me but for lack if a better term ill settle for it is what it is . To reiterate my amended refund request i merely seek refund for the diagnosis and repair of check engine codes and radiator hose repair from February 26 2024 which in their records will be attached to the ** # ********. Any help in reopening this complaint and seeking assistance with righting these complaints would be much appreciated and i will do my best to be more responsive and helpful through the process as things have returned to normalcy at work . 
  Thank you again, 
  *******************
  ************
  ***************************************
  

  
  

  Business Response

  Date: 05/23/2024

  We are happy to refund ************* the cost of the diagnosis and repairs for Repair Order #******** in the amount of $205.64.  We will mail a check for this amount to ************** at the address we have on file. 

  Regards, *********************, General Manager,Gurley Leep Hyundai Subaru

  Customer Answer

  Date: 05/23/2024

   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.

  
  

  Thank you.

   As stated prior the charge for the repair was unfair and the explanation of the charge seemed completely unreasonable especially considering the location of the issues and the prior service that was done there was absolutely no way that those issues were not directly related to the work done and should have been covered under the warranty. I still hold to my position of not doing business with this company ever again due to all of the issues that occured over the last several services done however i do appreciate the ability to resolve the mistakes and take accountability where necessary. 

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Final Date of Transaction: July 2022 Purchased a Subaru Ascent MSRP ****** We purchased a warranty for ******* miles and they are not following through on their end with multiple concerns i have taken the car in for. The business has not resolved the issue. When i went in for the issue, i had to pay more money just to have them look at it and determine nothing is wrong but the issues are still ongoing with my vehicle. (Two separate issues with my car)

  Business Response

  Date: 03/26/2024

  **************** brought her vehicle in for service due to a problem with the liftgate.  We determined that it was likely that a foreign object had been stuck or obstructed the latch.  We reset the door latch controls and confirmed that the liftgate was working properly.  The repair was not covered by the warranty since it was not a mechanical component failure.  However, we would be willing to refund the $170 and review any continuing vehicle performance concerns with ***************.

   

  *****************************, CFO

  Customer Answer

  Date: 03/26/2024

   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.

  I will be pursuing the refund. 

  
  

  Thank you.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car was purchased and driven under 300 miles for one week november 13th and slave cylinder gave out. Sent back to dealer to be sent through hoops. Then week after week I was told a new story. Finally 2 weeks after I was told the clutch was shipped via overnight. It had went missing and needed re ordering. When previously the week before that I was told that they were just waiting on a part to get finished at their machine shop. 2 months later January 9th I was told I could pick up my vehicle only to find it covered in finger prints. And covered in dirt and bird p*** Even though for a fact I know I had it washed the day It broke down and was delivered to their store. Upon receiving my vehicle I made it only 14 miles before an oil line not replaced properly began spraying all over my engine compartment. Then again had to pay ro have my vehicle towed. I was not offered any compensation for my troubles and the clean up of oil on my engine was bare minimum. My child and fiance are unable to ride in my car now due to the smell of burning oil coming through my vents after it filled with smoke when the oil leak began from their techs mistake. I have not been contacted by any manager after asking multiple personnel and leaving a message for the service manager ******************** to call me back. After picking my vehicle up from the oil leak repair I was sitting g to get food when my traction control and abs lights came on. I immediately called rob at ******************* to be told ************* for the weekend *** see what it does. While we are in the middle of a blizzard and those are a necessity for slick road driving. No respect for the customer or their possessions.

  Business Response

  Date: 01/25/2024

  The vehicle originally came back for a clutch replacement. This issue arose after the customer purchased the vehicle and had been driving it for awhile.  We did experience delays in the repairs due to missing parts, but we repaired the vehicle as quickly as possible. The vehicle did return again with the oil leak issue. The oil leak was resolved and our service advisor apologized.  The service manager, ********************, was out of the country when the most recent vehicle repairs were completed, and, therefore, unable to speak with ********************.  *** has called the customer numerous times over the past week and has been unable to connect.  The calls go directly to voicemail with no option to leave a message.  We are happy to speak with the customer to determine if there are ways that we can assist.

   

  *****************************, CFO

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this business because they had a warranty part I needed repaired and they refused to help me. Their general manager, ****, was rude. I feel they were giving me the run around because I am a female

  Business Response

  Date: 12/19/2023

  A couple of weeks ago ******* called the dealership and I called her back. She was extremely rude to me, telling me what I was going to do to help her. I listened to her about how every other Honda dealer that she has been to will not help her.  She had a warranty issue or a recall -I really couldnt get out of her what the problem actually was.  I asked for her vin number so I could pull her information up with Honda and find out if she had a recall or a warranty extension that might bring some light to me on what she was talking about.  When I asked for her vin number, she started yelling at me about how I didnt want to help her and shes not giving me any of her information for numerous reasons. I continued to explain to her that I would need a vin number to be able to help her.  I then asked her if she wanted me to make her an appointment to come in Monday as when she had called it was late Friday afternoon.  Again, she yelled at me about how I didnt want to help.  I then kindly told her that I was going to end this call and we werent going to continue to have this conversation if she was just going to scream.  I simply said goodbye.  She then called up to the front sales desk and spoke to our sales manager, ***, and our GM, ********* They also had to listen to the same thing I did - how no one in the dealership wanted to help her.

   

  *****************************, Service Manager

  Business Response

  Date: 12/19/2023

  A couple of weeks ago ******* called the dealership and I called her back. She was extremely rude to me, telling me what I was going to do to help her. I listened to her about how every other Honda dealer that she has been to will not help her.  She had a warranty issue or a recall -I really couldnt get out of her what the problem actually was.  I asked for her vin number so I could pull her information up with Honda and find out if she had a recall or a warranty extension that might bring some light to me on what she was talking about.  When I asked for her vin number, she started yelling at me about how I didnt want to help her and shes not giving me any of her information for numerous reasons. I continued to explain to her that I would need a vin number to be able to help her.  I then asked her if she wanted me to make her an appointment to come in Monday as when she had called it was late Friday afternoon.  Again, she yelled at me about how I didnt want to help.  I then kindly told her that I was going to end this call and we werent going to continue to have this conversation if she was just going to scream.  I simply said goodbye.  She then called up to the front sales desk and spoke to our sales manager, ***, and our GM, ********* They also had to listen to the same thing I did - how no one in the dealership wanted to help her.

   

  *****************************, Service Manager

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Put in a reservation for a GMC Hummer in 2020. This is a fully refundable reservation for $100 canceled reservation in April 2023 have not been able to get my hundred dollars back. Multiple calls to GMC concierge (10) and have stopped into the dealership and no one willing to help. GMC ****** its the dealers responsibility and keeps telling me to wait 2 weeks. I have been trying for three months at this point..

  Business Response

  Date: 12/05/2023

  The General Manager of our GM store has reached out to ************************** and to General Motors and has been given directions to try to escalate this refund. Unfortunately, GM Corporate is having a system issue with refunds.  In the meantime, GM has instructed the dealers to no longer process refunds and to direct all customers to deal directly with GM Corporate.*********************** has spoken with the *** Corporate concierge and has escalated his case. 

  *****************************, CFO

  Customer Answer

  Date: 12/05/2023

   I am rejecting this response because:

  i WAS TOLD SOMEONE WOULD MANAGER AT THE STORE SEND ANOTHER  EMAIL WITH A LINK (THAT DOESNT WORK PER GM) TO GET THE ***** CODES THAT i HAVE ALREADY GIVEN TO GMC COPORTAE MULTIPLE TIMES-- I DID NOT GET AN EMAIL.  I CALLED GM CONCIERGE AND STILL NOTHING.

   

  
  

  Business Response

  Date: 12/12/2023

  The general manager has contacted the ** Concierge and received the response attached. However, in the interest of customer service, and even though General *********************** has indicated not to directly reimburse customers, we have issued a check to ************** for the $100. 

   

  Customer Answer

  Date: 12/18/2023

   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. check sent to refund 

  
  

  Thank you.

  VM MD

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my vehicle I bought here in August 2023 and I contacted them to cancel my gap insurance and extended warranty I bought for a refund. They told me the bank was the one who issued refunds for gap which is incorrect as I called the bank many times and they said I purchased it through the dealership. So i finally went to the car dealership to cancel my extended warranty for a refund and they told me I would be waiting for about 4-5 hours until someone could help me. Trying to get me to leave im guessing. About 45 minutes in they called me in and I filled out the paperwork and email the sales manager the paperwork required. This all took place on 10/10/23 and I have yet to receive any money of my refunds back.

  Business Response

  Date: 11/29/2023

  We had mailed checks to the last address provided by *********************** - one has already been returned to us as undeliverable. Can an address be provided by *********************** as to where they should be mailed and we will resend them? Thank you. 

  Customer Answer

  Date: 11/29/2023

   I am rejecting this response because:
  
  When I cancelled my products for refund I provided my updated mailing address of ************************************************************************************ the finance manager ********************************* took note of this and wrote it down.

  Business Response

  Date: 11/29/2023

  The refund checks will be put in the mail this week to **************************************************************************************** 

  Customer Answer

  Date: 11/29/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Engine was failing and scheduler for gurley leep if its drivable to drive it in-on the way there it began smoking and I couldnt drive over 35 mph. I had asked about towing and gave me above response.Continued promising courtesy vehicle while warranty company was working on situation. Never received had to rent a car for 9 weeks. After nearly two week after paying $1000 for engine break down, they finally completed it (said their mechanic was out)A few days into claim, ****** keep stopped responding, finally went in and they had let the person who was helping me go. Guaranteed reimbursement for **** that they tried to call for me to get me home, which he said wasnt working@ and could I do myself. No payment Delayed action caused higher cost of rental, finally took to another shop to be rebuilt. Next mechanic has to replace the radiator, as there was a hole in it after engine breakdown.After sending me an internal form about my service, I gave them a bad review. A man reached out telling me this person who worked for them never got a bad rating (my complaints were not about her) and asked to write an apology and they would help me figure some of the costs out. I did that in a timely fashion and never heard from him again. I made two attempts. This happened in mid November 2022.All said and done, I spent more than $6500 on engine replacement (after I was told to drive it another several miles after I broke down, pulled over and called auburn dealership), rental vehicle (which continued to be promised), and a radiator replaced (likely from engine tear down)I dont know what to do at this point. My credit has taken a hit because I couldnt afford it all out of pocket.Thank you.

  Customer Answer

  Date: 09/05/2023

  I would like a refund for expenses associated with the complaint.  This includes $1000 for an engine breakdown at facility. As well as contact from the business regarding remaining $4,700 of damages/repairs.

  Business Response

  Date: 09/20/2023

  The warranty company denied coverage of the repair, which is a decision solely made by the warranty company.  Gurley Leep cannot confirm or deny the purported statements made regarding a promised **** ride or a bad rating.  Gurley Leep rejects the implication that it damaged the radiator.

   

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

  Corporate Counsel

   

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On june 17, 2022 I purchased a vehicle thru them, this would be are six car thru them. The same day I had a wrench light pop up and the car wouldnt go over 60, I contacted them the same day and the told me to bring it in the next day, june18, they told me there was nothing wrong and sent me on my way. Again the same day june19, they told me to bring it in on June29 sent me home to wait on part I had to wait for the part to get approved which it did on July13, dropped it off. I picked it back up July14 June 19- july ******************************************************************* no. Again on aug4th it happened again they got it in on aug10. We had to wait on a different part and the car had to stay there because it wasnt driveable in his words I dont trust the car for you to leave the lot. Aug29 they got the part and got to pick it up Aug30. Then again same issue happened again on nov5, the car got dropped off Nov14,car had to stay and I got to pick it up Nov 23. Feb 3 this time the engine blew, we had to get a tow truck to take it there on Feb6,tried to contact them the whole time it was there and they didnt even get back to me in until Feb 14 to tell me the engine blew which we already knew was able to pick it up March 6. Same day I got it back it started smoking and it didnt have any oil or radiator fluid told them they need to pick it up. They picked it up same day and told me it was fine and when I got it back it had oil and radiator fluid. Than April 11 the car broke down on my way home from work because it started over heating and I almost got hit because it shut off. They picked it up again and went in on April 12. This time they said it was a radiator house came loose but when I got it back it had a new radiator. Than again June 3 had to go back in for same issue. I have tried over 5 times to do a buy back, it has been in the shop 14times and not once worked with me.

  Business Response

  Date: 06/21/2023

  Gurley Leep records confirm that the vehicle was brought in for service on multiple occasions.  Each time, the car was repaired according to manufacturer standards.  As the repairs were completed under warranty or through the service contract, the only charges to the customer were the standard diagnostic fee and a $100 deductible for the service contract (there were also charges for routine maintenance at regular prices). Unfortunately, there are sometimes delays in getting needed parts from the manufacturer.
  
  Gurley Leep understands that the customer attempted to have **** buy the vehicle back, and while we do all we can to facilitate that process, that decision lies with the manufacturer.

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

  Corporate Counsel

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid full price for this car in 2017 and have had several issues.. 4-14-23 breaks squeaking grinding ,abs /traction lights on. Paid bill $1900. Following day breaks squeaking and grinding, reported but couldn't be serviced until 5-31-23 Picked up car 6-1-23 drives home fine. 6-2-23 driving and squeaking stopping fine. Called and text with concerns no response. Also 1-3-2022 I had a headlight replaced by Buick and they somehow positioned the bulb incorrectly causing it to burn the inside of the headlight cover and they tried to say that we burned it from the outside but then apologized and repositioned the light but never replaced the cover. Another time an employee was backing my Buick out after service and crashed into something "inside"the garage and I had to leave it there again for body work.! After that the camera was fogged water was getting in and with that service call the inside of my Buick parts were not connecting you could see the dashboard wasn't flush you could literally push and move it. I do not wish to be serviced from them because the service has been bad for years I'm not confident in the service at all but I would like my headlight cover fixed and squeaking stopped and I will never purchase another vehicle from Gurley LEEP Buick

  Business Response

  Date: 06/21/2023

  Brake pads and rotors were replaced in 2018 under warranty.  Brakes were checked again in 2022 and found to be working properly.  In April, 2023 brakes were repaired again and then re-repaired under warranty in May/June, 2023.  Please note that brakes are an item that need to be repaired or replaced several times over the life of a car due to regular wear and tear.  As noted in customers complaint, GM brakes are known for squeaking after installation until broken in.
  
  Regarding the headlight, service records show the headlamp assembly (including the cover) was replaced under warranty in 2021.
  
  Gurley Leep has no record of the car being damaged in our possession or a report of the backup camera having water in it.
  
  Finally, the dashboard was replaced in 2018, with no record of complaints about the fit, but Gurley Leep would have reinstalled the dashboard had that been brought to our attention.

   

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

  Corporate Counsel

   

  Customer Answer

  Date: 07/10/2023

  Recent claim filed has not been resolved. Company is not being truthful. 1. Vehicle was purchased by 1st source for elderly gentleman on estate plan so there is paperwork for everything except the body damage done in store by employee while backing out. States in receipt body damage 1-2018. Vehicle was in for stalling. Damage caused camera to get water inside. Gurley LEEP replaced camera and fixed damage but left inside parts not flush with cars interior (still not flush px incl.). Bulb replaced but not cap. The cap is still burned from the inside so they are blatantly lieing. Also the breaks still grind and it's been several weeks. I didn't have this problem before and Gurley LEEP is the only company that has ever serviced my car besides oil change. I feel the workers here have done a huge disservice for Gurley LEEP because the mechanic is or was horrible. I have attached proof of non flush interior and burned light CAP and still need my breaks serviced

  Business Response

  Date: 07/26/2023

  
  Gurley Leep Automotive Family is prepared to repair any items remaining covered under the customers warranty or extended service contract.

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

  Fixed Operations Director

  Customer Answer

  Date: 07/28/2023

   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.

  
  

  Thank you.