ComplaintsforCourtesy Buick GMC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date 08/14/2023 Cost $1,257.66 The business committed to provide me with my vehicle looked at the same day I had the vehicle brought in and it was towed because I was working from home and could not drive it there. My car was not even looked at for days after they had my vehicle. The nature of the dispute is that they never fixed my car and I took it to another dealership when I had enough money to pay for the repair. The dealership I took my vehicle to was ***** **** and that is the place that normally works on my vehicle. I had leaks the entire time after Courtesy so called fixed my car and had to constantly add coolant anytime I used the car. Which is the reason I brought the car to Courtesy in the first place and they did not complete the job. They just charged me for erroneous parts and did not do a real test or they would have known that my car was not repaired and still leaked coolant. I called Courtesy several times with no response and did multiple Google reviews online and ***** ******** blocked my emails. I refused to bring my car back to a place that never fixed it and overcharged me. Attached you will find the receipt from Courtesy which did not fix anything on my car. The mechanic at ***** **** said that none of what they did would fix my problem. I have a video from ***** **** from ***** **** about my repairs and I was allowed to go back and see the issue prior to them fixing my repair. I was not shown anything at Courtesy and they did not have a video of my vehicle and did not call to explain to me anything. They had a lady who lied to me about my car being worked on the same day call me to tell me I needed the two things that I was charged for in which did not fix my vehicle. I want my money back because if I would have took my car to ***** **** it would have been fixed the first time. I had to drive with coolant in my car to make any trip I made and that is what Courtesy was supposed to fix, however ***** **** fixed my car. I want my money back.

  Business response

  07/18/2024

  We repaired Ms ********* 2017 Encore on or around 08/21/2023, replacing the coolant reservoir and water pump in response to her complaint that "CHECK ENGINE LIGHT IS ON, VEHICLE IS OVERHEATING, CUSTOMER FILLED COOLANT AND NOW IT'S EMPTY".  At the time of this repair, the vehicle had 85,793 miles on it.  She had ***** **** perform an oil and filter change on 09/23/2023 when the vehicle had 87201 miles on the odometer.  ***** **** also performed an oil and filter change on 02/10/2024, when the vehicle had 93,478 miles on the odometer. It was not until 06/10/2024 that she had ***** **** DIAGNOSE AND REPAIR any issues.  The vehicle had 95,582 miles on the odometer at the time of that repair.  The time frame is nearly 10 months later and nearly 10,000 miles later.  It does not appear that she presented any coolant related repairs to ***** **** at either oil change.   The repair Courtesy performed on or around 08/21/2023 clearly corrected the problem the vehicle had at that time.

  Customer response

  07/18/2024

  
  Complaint: 21943944
  
  I am rejecting this response because: ***** **** reported oil leaks in which it was the coolant leak the entire time when I got my oil changed immediately after. I put coolant in the car anytime I went somewhere and had a funnel in my trunk and coolant. The car was NEVER repaired once leaving the shop! I CALLED AND LEFT MESSAGES FOR MONTHS AFTERWARDS AND NOBODY CALLED ME BACK! 
  

  The miles and time has absolutely nothing to do with the fact that Courtesy did not fix my vehicle at the time of service. ********, since you asked for the records of MY vehicle from ***** **** without MY CONSENT! YOU DID NOT HAVE CONSENT! YOU know it still had a leak that was noted on my vehicle report after the oil change. IF YOU GONE REPORT EVERYTHING TELL IT ALL! I took my car for repair when I had the money to pay for it. That is why I waited! Since YOU FEEL IT IS DEEMED YOUR BUSINESS! I am sure they told you just like they told me a water pump was not the issue. The water pump did not need to be replaced. My car still leaked coolant when I used it. I never turned on the AC. My car still RAN HOT! I am a lot of things but stupid! If the technicians at Courtesy would have fixed my car correctly the first time, I would have paid for the correct diagnosis. I gave away over $1200 to you all for absolutely nothing. You did NOT fix my car. My car was not fixed when I left there! YOU ALL ARE THE RUDEST, LYING PEOPLE I HAVE EVER DEALT WITH! Omission is lying! Saying that you all fixed my car is lying! Charging me for a parts that did not need to be replaced is lying! Blocking me on email like you want to resolve the issue is lying! I sent proof of the email bounce back! I took it for repair when I could afford to spend that amount again! Since you want to know why I waited! YOU ALL ROBBED ME AND PROBABLY A TON OF OTHER PEOPLE LYING DAILY ABOUT REPAIRS! 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2022 I financed a truck through Courtesy. In addition to the vehicle being financed I also added on an extended warranty and some other options totalling $5494. Since February 7th, 2024, I have been attempting to cancel my extended warranty and other add-ons. The dealership has repeatedly used the excuse of being busy and that someone will contact me soon but no one has yet to do so. My request is a simple one and I am only asking that they initiate the paperwork for me so I can take back ownership of my funds. Every mile driven and every day that goes by means that there are less funds for me to reclaim. At this point, the dealerships lack of tentiveness is actively costing me money.

  Business response

  03/04/2024

  Our F&I Manager, **** ******* was a witness to a phone conversation betwee* *** ******* and Mr *******.  Mr ******* told both *** and **** that everything was taken care of.  Friday when I received the third and final notice, I reached out to our Cancellations Clerk, and she still did not have any signed cancellation documents giving us Mr *******'s permission to cancel his policies (we need the specific policies so that we don't cancel anything he does not want cancelled).  I then reached out to **** ****** to let him know that Mr ******* never produced a signed cancellation request.  Until we have this, we cannot proceed.  Once we have the signed cancellation request, we will cancel the policies and forward the refund proceeds to Mr *******'s lender.  *** ******* at ************ can handle the cancellation request documents.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In July of 2022, I traded my 2017 Chevy Silverado for a 2018 F-150. The sales agent told me there was $3500 of work that was suppose to be done on the truck before they sold it to me. First 10 minutes of driving off the lot low tire sensor went off. I stopped and I found a total of 5 nails in the rear tires and two plugs. I immediately took the truck back and they made me pay half for new tires. A week later I started having issues with the truck starting. I contacted the agent and she said the technician was busy. I asked for the third time what work was done on the truck and I was always wrote off. The work done on the truck again was not produced. I decided to keep driving the truck as I use it for work bc I own a landscaping company and it is my only vehicle. For another month I drive the truck and I am finding more issues. One truck is shifting weird (transmission) and I am hearing a loud rattle on start up and also when accelerating and the issue of the truck not wanting to start. Beginning of September I decide to take truck to my mechanic for a diagnosis. Diagnosis is timing chain is going out and the transmission as well. I contact dealership and ask again for the work they were suppose to do. They said nothing was in there system. And there was nothing they could do for me. Long story short they sold me a $35,000 truck that has been sitting in my driveway for a month bc it needs a new engine and transmission. They said they would trade it back in but when I went to go trade it they said that I couldn’t get the financing when just two months earlier they financed me for the $35,000 dollar truck that should of went to auction. The solution for me is this dealership to take the truck back and give me something reliable for $35,000. They definitely profited off of my trade in and I am left with nothing. It has affected my life in every area.

  Business response

  11/29/2022

  Our General Sales Manager is reaching out to the customer so that one of Courtesy's Ford/Lincoln stores can inspect and diagnose for repairs.

  Business response

  11/29/2022

  Our General Sales Manager is reaching out to the customer so that one of Courtesy's Ford/Lincoln stores can inspect and diagnose for repairs.

  Customer response

  11/29/2022

   
  Complaint: 18304343
  
  I am rejecting this response because:
  I have been without a vehicle for 2 months and paying $777 dollar note and $285 insurance for a vehicle that could not be driven.  This company sold me a vehicle they were fully aware should have went to auction.  The 2018 Ford F-150 has a defect in the engine that most mechanics know about… as a consumer I was unaware of this defect until this company knowingly sold me this defected truck.  They also sold me the truck with plugs and nails in the tires that their mechanics gave a passing inspection.  Their mechanics gave this truck a passing inspection on every category when in writing shown in the texts I attached they were fully aware of the problems with this truck.  It took me two months to receive the actual work done on the truck and it was changed battery, wiper blades, air filter, brake pads … very minor work they did.  They are not trustworthy and I used the warranty to have honest mechanics fix the truck.  Although this truck with the defects will keep having the same issue in the near future so I will have to trade this vehicle in as soon as my credit is back up from the multiple pulls they did.  This company did not and does not want to right the wrong by trading back this vehicle for one that doesn’t have a defective engine.. also I traded in a 2017 Chevy Silverado that I am sure they profited off of… I have learned my lesson not to trust a sales agent of Courtesy GMC bc they do not back their products.  I have all the proof in writing that they were fully aware that this truck was defective.  I see how they do business and I don’t have anymore time or money to waste on them.  I own a landscaping business and a reliable working truck is the life force of my work.  They have definitely hurt a small Lafayette owned business in their bad business.  If they want to trade me for a reliable truck that would be satisfactory to me but they already said they can’t so there really isn’t anything they are willing to do to make it right.  So thanks no thanks I am not letting their bad mechanics or company work on the truck that they didn’t care to work on in the first place.
  Sincerely,
  
  ******* *******

  Customer response

  11/29/2022

   
  Complaint: 18304343
  
  I am rejecting this response because:
  I have been without a vehicle for 2 months and paying $777 dollar note and $285 insurance for a vehicle that could not be driven.  This company sold me a vehicle they were fully aware should have went to auction.  The 2018 Ford F-150 has a defect in the engine that most mechanics know about… as a consumer I was unaware of this defect until this company knowingly sold me this defected truck.  They also sold me the truck with plugs and nails in the tires that their mechanics gave a passing inspection.  Their mechanics gave this truck a passing inspection on every category when in writing shown in the texts I attached they were fully aware of the problems with this truck.  It took me two months to receive the actual work done on the truck and it was changed battery, wiper blades, air filter, brake pads … very minor work they did.  They are not trustworthy and I used the warranty to have honest mechanics fix the truck.  Although this truck with the defects will keep having the same issue in the near future so I will have to trade this vehicle in as soon as my credit is back up from the multiple pulls they did.  This company did not and does not want to right the wrong by trading back this vehicle for one that doesn’t have a defective engine.. also I traded in a 2017 Chevy Silverado that I am sure they profited off of… I have learned my lesson not to trust a sales agent of Courtesy GMC bc they do not back their products.  I have all the proof in writing that they were fully aware that this truck was defective.  I see how they do business and I don’t have anymore time or money to waste on them.  I own a landscaping business and a reliable working truck is the life force of my work.  They have definitely hurt a small Lafayette owned business in their bad business.  If they want to trade me for a reliable truck that would be satisfactory to me but they already said they can’t so there really isn’t anything they are willing to do to make it right.  So thanks no thanks I am not letting their bad mechanics or company work on the truck that they didn’t care to work on in the first place.
  Sincerely,
  
  ******* *******

  Business response

  12/08/2022

  *******, we would like to apologize for your experience with us.  It is never our intention for a customer's experience to end up like this and we deeply regret it.  We will use this situation as a training topic going forward.  After researching, I understand we made efforts to exchange and efforts to repair that were either not timely enough or satisfactory enough for you, and unfortunately, we feel with more time we could have rectified this situation.  Through our research we have uncovered correspondence that we owe ** ******* $400 for tires, and we will be mailing that check to her this week.  If there is anything more we can do to help, we are more than willing to sit down and do everything possible. 

  Business response

  12/08/2022

  *******, we would like to apologize for your experience with us.  It is never our intention for a customer's experience to end up like this and we deeply regret it.  We will use this situation as a training topic going forward.  After researching, I understand we made efforts to exchange and efforts to repair that were either not timely enough or satisfactory enough for you, and unfortunately, we feel with more time we could have rectified this situation.  Through our research we have uncovered correspondence that we owe ** ******* $400 for tires, and we will be mailing that check to her this week.  If there is anything more we can do to help, we are more than willing to sit down and do everything possible. 

  Customer response

  12/08/2022

   
  Complaint: 18304343
  
  I am rejecting this response because:

  Courtesy GMC did not attempt to exchange this vehicle.  They actually had me come up there after I had my mechanic which is one of the most reputable in Lafayette ******* **** ** *******) diagnose the problem I had with this truck as soon as noticed it.  Because I was under the impression the work that needed to be done on this specific truck was suppose to be done by Courtesy GMC before selling it to me.  It was suppose to be I quote “$3500 in shop bill” I asked repeated amount of times what work was being done sales agent did not produce info and neither could the service department when I called.  I only actually got a copy of the small amount of work done on the truck 2 months later that only the GM could finally produce.  I have in text messages that the company was fully aware that this truck needed major repair and would be repaired and sold to me or would go to auction.  They did not do any repairs remotely close to changing a timing chain and if I would have been told upfront it needed a timing chain and that specific model of truck make and year is commonly know by mechanics to have a defect I definitely would not of purchased this truck.  Instead of the dealership writing it off and sending it to auction they decided to profit off of trusting nature.  I was unable to drive this truck for 2 months and any mechanic will agree that this vehicle will continue to have problems and the timing chain will most certainly go out again.   A week after I got the truck back from the mechanic the water pump went out.  This truck is a money pit that I feel the only solution is if the company would trade me for a different vehicle that I could do my research on because I have found they are untrust worthy in their business dealings I would need a mechanic to look at whatever I would be exchanged but they told me that their financing company would not trade in this truck for another one because I don’t fall in the right tier for that now.  My credit has taken a huge hit from all the pulls that have been done by them in July and September.  I have everything documented in text where this business really failed on providing a quality product that they claim and advertise.  I’m sorry but Courtesy GMC Failed when it came to Value.  A simple apology isn’t a solution for me only a fair trade in would be a solution for me because now I have to deal with a truck they could of easily sent to auction which is what was going to happen if I didn’t get tricked into buying.  I am glad they sent the $400 that is the most minimum and least they could do because I never should have had to pay $400 for tires that they failed to inspect before they gave me the truck.  It was in their shop for close to 7 days and they literally changed battery and wiper blades and air filters.  So even the amount of time was a truck to make me believe they actually did work.  I have text to agent that a week after having the truck I was noticing issues I asked at that time what was done on truck and she avoided to give me the info.  I will not be satisfied with anything less than an equal trade in.  
  
  Sincerely,
  
  ******* *******

  Customer response

  12/08/2022

   
  Complaint: 18304343
  
  I am rejecting this response because:

  Courtesy GMC did not attempt to exchange this vehicle.  They actually had me come up there after I had my mechanic which is one of the most reputable in Lafayette ******* **** ** *******) diagnose the problem I had with this truck as soon as noticed it.  Because I was under the impression the work that needed to be done on this specific truck was suppose to be done by Courtesy GMC before selling it to me.  It was suppose to be I quote “$3500 in shop bill” I asked repeated amount of times what work was being done sales agent did not produce info and neither could the service department when I called.  I only actually got a copy of the small amount of work done on the truck 2 months later that only the GM could finally produce.  I have in text messages that the company was fully aware that this truck needed major repair and would be repaired and sold to me or would go to auction.  They did not do any repairs remotely close to changing a timing chain and if I would have been told upfront it needed a timing chain and that specific model of truck make and year is commonly know by mechanics to have a defect I definitely would not of purchased this truck.  Instead of the dealership writing it off and sending it to auction they decided to profit off of trusting nature.  I was unable to drive this truck for 2 months and any mechanic will agree that this vehicle will continue to have problems and the timing chain will most certainly go out again.   A week after I got the truck back from the mechanic the water pump went out.  This truck is a money pit that I feel the only solution is if the company would trade me for a different vehicle that I could do my research on because I have found they are untrust worthy in their business dealings I would need a mechanic to look at whatever I would be exchanged but they told me that their financing company would not trade in this truck for another one because I don’t fall in the right tier for that now.  My credit has taken a huge hit from all the pulls that have been done by them in July and September.  I have everything documented in text where this business really failed on providing a quality product that they claim and advertise.  I’m sorry but Courtesy GMC Failed when it came to Value.  A simple apology isn’t a solution for me only a fair trade in would be a solution for me because now I have to deal with a truck they could of easily sent to auction which is what was going to happen if I didn’t get tricked into buying.  I am glad they sent the $400 that is the most minimum and least they could do because I never should have had to pay $400 for tires that they failed to inspect before they gave me the truck.  It was in their shop for close to 7 days and they literally changed battery and wiper blades and air filters.  So even the amount of time was a truck to make me believe they actually did work.  I have text to agent that a week after having the truck I was noticing issues I asked at that time what was done on truck and she avoided to give me the info.  I will not be satisfied with anything less than an equal trade in.  
  
  Sincerely,
  
  ******* *******

  Business response

  01/03/2023

  I responded on December 8th.  It's unfortunate that it did not meet Ms ********* satisfaction, but I did respond.

  Business response

  01/03/2023

  I responded on December 8th.  It's unfortunate that it did not meet Ms ********* satisfaction, but I did respond.

  Customer response

  01/03/2023

   
  Complaint: 18304343
  
  I am rejecting this response because: Courtesy GMC sold me a vehicle that they were fully aware should of went to auction.  I guess multi million dollar companies can do what they want.  They offered no satisfactory solution for me.  The sale was shady and now I am stuck with a truck (which I use for my small locally owned landscaping company) that is a money pit for me.  On top of the 35,000 I spent purchasing it in July of 2022 , the truck was inoperable for two months September and October which forced me to be in a position that was not optimal for myself my family my friends or my business.  This sale has out a huge strain on my life and I have realized that the only thing Courtesy is willing to offer is an apology.  Well it is unfortunate but that is how they do business.  That is fine because in the end they will be the last thing I remember.  I hope and wish them the best but this sale will remain unresolved.  The only solution for me is a different truck because the truck they sold me will keep having issues and I know they were fully aware and preyed on my naive and trusting demeanor.  I learned my lesson and for that I am grateful because hopefully I can teach my daughter about people like them and how to avoid them.  Thanks BBB for trying to mediate but their apology is not the solution. 
  
  
  Sincerely,
  
  ******* *******

  Customer response

  01/03/2023

   
  Complaint: 18304343
  
  I am rejecting this response because: Courtesy GMC sold me a vehicle that they were fully aware should of went to auction.  I guess multi million dollar companies can do what they want.  They offered no satisfactory solution for me.  The sale was shady and now I am stuck with a truck (which I use for my small locally owned landscaping company) that is a money pit for me.  On top of the 35,000 I spent purchasing it in July of 2022 , the truck was inoperable for two months September and October which forced me to be in a position that was not optimal for myself my family my friends or my business.  This sale has out a huge strain on my life and I have realized that the only thing Courtesy is willing to offer is an apology.  Well it is unfortunate but that is how they do business.  That is fine because in the end they will be the last thing I remember.  I hope and wish them the best but this sale will remain unresolved.  The only solution for me is a different truck because the truck they sold me will keep having issues and I know they were fully aware and preyed on my naive and trusting demeanor.  I learned my lesson and for that I am grateful because hopefully I can teach my daughter about people like them and how to avoid them.  Thanks BBB for trying to mediate but their apology is not the solution. 
  
  
  Sincerely,
  
  ******* *******

*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. ↩