Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2022 GMC Terrain in August of 2022 at Walker Automotive in Alexandria,La. I was told that GMC offered the first oil change and tire rotation free of charge. My car told me when it was time to change the oil and I made an appointment to get it done. I’m partially disabled and don’t put many miles on my car. I went to get the oil change and was told I didn’t have enough miles on it so I left. The message about changing the oil stayed on my dash but I didn’t do anything because I was told I didn’t have enough miles on it for an oil change. In July of 2024 I decided to go get it changed anyway even though I still didn’t have many miles on it. I called and made the appointment and told the lady in the service department how many miles I had and she was surprised but said the service person said it should be changed at least once a year. I told her that I was getting my first free oil change and made the appointment. I went and had my oil change and tires rotated but when they finished I was told I owed $91. I said it was supposed to be free and was told that it had to have been done in the first year after purchase. I was never told that I only had a year when I purchased it or when I took it the first time or when I called to make the appointment or even before they did it that day. I live on a fixed income so what if I had not had the money that day. I am very upset that nobody ever said a word. They just said that it is a policy of GMC but they should have told me that I only had a year. Terrible communication to a customer who paid cash for my car.

  Business response

  07/15/2024

  Good Afternoon,

  The GMC in question that was purchased by the ********* 8/16/2022 did come with one free maintenance visit which must be used within 12 months of purchase as the have a expiration from General Motors  , I understand there are some extenuating circumstances where the vehicle does not get driven often , here is what we can do , when the vehicle is due next year for its once a year oil change/rotate we will perform that service at Walker GMC at No Charge to the customer , the computer system will be updated to reflect the one free visit that can be redeemed in 2025.

  We hope this satisfies your concern.

  Todd ********

  Walker Auto Group

   

  Customer response

  07/16/2024

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a vehicle from walker automotive in alexandria LA on June 1st 2023 and it starting giving me issues immediately after in the drivetrain. I spoke with the business and they were going to swap the vehicle out but they realized how much i owed left and are now ignoring me i cant get answers even when i go over there and speak to someone it is still goving me issues and nothing is getting done i just need a reliable way of transportation and i cannot trade it in else where because the retail value is half of what i paid for the vehicle and nobody can give me enough for it to pay if off.

  Business response

  10/02/2023

  We had Mr. ******** come into our dealership September 26th. The client purchased an extended service contract when they purchased the truck. The client had already had the truck diagnosed at T&J Ford and Hixson Ford and was told there was no issue with how the truck shifts. Once the client came here we looked at the truck in service and our sales mamager **** drove the truck with the client. The issue the client is experiencing is he purchased new tires and they are not properly balanced. 
  
  ****
  
  **** ******
  General Manager
  ************
  ****@walkerautomotive.com

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my vehicle into Walker Automotive Service Center. When I got the notice my vehicle was ready. I picked it up, paid my bill, and continued on with my day. As I was driving my vehicle I realized that the alignment I requested had not been done or at the very least not completed the way it should have been. When I realized this I began to review my bill. In reviewing my bill I realized I had been charged not once but twice for this so-called alignment. When I realized this I immediately began to make phone calls. That day and the day following I made 5 phone calls and left 4 messages none of which were returned, some of those calls included managers. I also made an online inquiry and submitted an inquiry on their website. The first person to call me was a receptionist, AFTER ALL, THESE TRYS, After I explained to her what was happening she said she would have someone call me. When I got the next phone call it was her again stating the alignment had never been done because the gentlemen who usually handle this are out due to covid and that they could get me in when they returned. I stated that I had no desire to bring my vehicle back to them and I just wanted a refund for the 2 charges and that I would go somewhere else to have it done. After that, I was contacted by another employee saying they were working on it. I do not understand why this issue is taking so long and why they will not just refund my money since they have acknowledged their mistake. I am now on day 7 and still haven't received a call back from the Service department manager.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/14) */ The issue with the customer has been resolved with a refund for the amounts charged and an apology to the customer for the time it took to resolve her complaint. I think this matter may now be closed.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went through the GMC website to order a 2022 GMC Sierra AT4. GMC sent me to ****** GMC to complete the order. I received a document showing me what Mr. ******* would order and the options. I approved of them. I went to pick up my truck it was filthy. Mr. ******* told me there was a 2-hour delay on washing and to come back to get it cleaned. I came back two days later and had it cleaned. After this was when I noticed ****** GMC had defaced all my windows. They added an option I did not order, approve of, or want. This option is not on the order form to the factory nor the window sticker I received, nor can it be removed. I contacted MR. ******* and asked why all my windows were defaced with this etching. Mr. ******* explained that all new vehicles they sell are etched for a theft deterrent. Mr. ******* did not notify me of this process beforehand, nor is it displayed anywhere on their website nor at their facility that ****** GMC adds this etching to new vehicles. I reviewed my financial document and found where they charged me for this etching. Went back to financing and got a refund. I tried to speak with a Mr. **** ****** the Sales Manager. I showed him the new truck parked next to mine on their lot for sale and that it had no etching on the windows. Mr. ***** could say, "It will be etched before it leaves". He also asked me, "Does this affect your visual view." I told him no. He asked," So what is the problem? You got it for free with the refund". Mr. ***** still does not understand. I DID NOT ORDER OR WANT THIS OPTION. ****** GMC defaced all my windows. This is not right!!!! I did not order this option. This cannot be removed from the windows! As I see it, this graffiti was done to my window intentionally by ****** GMC to make more money!!!! I deserve compensation for the defacing of my windows and their blatant disrespect for me and my vehicle.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/07/23) */ We apologize that Mr. ***** is unhappy with his vehicle. Mr. ***** had every opportunity to inspect the vehicle before making the purchase and taking delivery. additionally, Mr. ***** drove the truck for approximately a week before ever making a complaint about the VIN etching on the windows. The product that is placed on the windows is a vehicle theft deterrent and Mr. ***** was not charged for the product but it is still registered such that he receives the protection and benefits of the theft deterrent. If he notifies his insurance company of the product they will offer a theft discount for having the product. We offered to replace the windshield with another factory windshield and offered other accommodations but each offer was refused. We are certainly willing to work with Mr. ***** to find an acceptable resolution. It is my understanding that Mr. ***** is otherwise very satisfied with the truck. I trust this response is satisfactory for the BBB. Consumer Response /* (3000, 7, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The replacement of the front windshield and the front windshield only was offered beside the sorry excuse from Mr. ***** " Does this obstruct you view, so what is the problem" NO other offered or other accommodation were ever made. NONE but this sorry excuse and attitude. When I picked up the vehicle the truck was not washed. The excuse was there is a 2 hour wait. Doing a thorough inspection was not possible. As far as time frame before noticing I flew out of town after the wash for a couple of days and when i walked back to truck at airport is when I had seen they defaced my window. I did get charged for the etching. I have the finance papers to show it. As far as the truck being registered it was canceled and I still have not received both my refund with tax which I will be filing another complaint for. Cancelled 6/6/2022. I believe compensation for the graffiti is in order. I ordered FACTORY BUILD NOT DEALER MODIFIED! I tried working with Mr. ***** but all he could be is insulting and did not care about the issue. As far as satisfied, I am having issues which I will be seeing about getting fixed. I have notified GMC of the Issue I have had with sales at Walker GMC. They told me to also filing with the BBB that this should have not happened. Business Response /* (4000, 10, 2022/07/27) */ Again, Walker Automotive apologizes that Mr. ***** is unhappy with the vehicle but there is nothing on the vehicle that has altered the vehicle's purpose nor its safety or drivability. The refunds that Mr. ***** requested were cancelled on 5/22/2022 and the refunds were sent to the vehicle lender as those products were part of his financing. While we wish the experience had been better, Walker is not willing to make a cash payment to Mr. ***** for his complaints. If there is something else Mr. ***** would want help with we are certainly willing to try to accommodate him. Consumer Response /* (4200, 12, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As of 7/29/2022 Walker GMC has not refunded the vehicle lender. I am still owed a refund. Again Walker GMC defaced all my windows then tried to get me to pay for it. As can been seen they are contradicting them self. "vehicle theft deterrent and Mr. ***** was not charged for the product but it is still registered" I was charges as the documents I sent shows and still have not received a refund. "The refunds that Mr. ***** requested were cancelled on 5/22/2022" as the document I sent shows 5/6 is when i cancelled it. I am due compensation for the run around I am getting to get a refund and the Graffiti that was put on my truck.

*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. ↩