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Complaint Details
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Initial Complaint
11/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'd like to see how I can open a customer service claim - my name is ********************* and my car stopped working for no reason on August 28th and had to be towed. My dealership had to take completely apart and found a wrong s**** put in and one missing s**** This led to my radiator basically being dragged on the ground and they said I was lucky myself and my family weren't in the car when it went as it could have been catastrophic. The documentation shows this was tied to the repair done at Nucar, we opened a claim with USAA and they told us we need to go back to you to get reimbursed. Nucar fixed my car after an accident on 3/16/22, I didnt pickup until 5/27/22 and rarely use it as ai work from home.I already had to pay my $500 deductible for when my car was completed in May 2022, only to then pay $800 to fix this issue not due to normal wear and tear this was a DIRECT result to the car being repaired incorrectly that could have resulted in grave injury. Ive contacted Nucar multiple times to get guidance on who I need to chat with to remediate this issue. They continue to try and dodge responsibility and state theres no way its their problem when the dealership who repaired it highlighted it was a direct negligence of who repaired my car and Im lucky I didnt go off the road or get seriously injured with how horribly secured my radiator was. Ive gotten no response and expect some recourse for their negligent repair.
Business response
11/27/2023
When our **************** worked on your ***** in May of 2022, the repair details did indeed require us to replace a ground bolt to the battery. Even though these bolts are very standard by manufacturer, we ordered the required bolt through *****, and replaced it. We are unclear as to how this bolt would cause any damage or mechanical default 15 months after our repairs were completed. After reviewing the documentation from the ***** dealership you went to for the diagnosis in August of 2023, we are unclear what the other ***** dealership actually did for $780 besides replacing a bolt. We consulted with a Certified ***** Technician (we have two local ***** dealerships ** our dealer group) and he was certain that any direct or adjacent issue resulting from our repair in this area would have presented itself immediately. Based on the limited diagnostic description in the document, he also speculated that the issue may have been caused by rust build ** in the area, which would make sense if the vehicle was sitting for an abnormal amount of time. Unfortunately, that would not have anything to do with workmanship. If you would like to provide additional information to help us better understand the cause, I'd be happy to review.Customer response
11/27/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Amber
Initial Complaint
08/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Dropped off my 2018 Chevrolet Equinox in June for sunroof repair. There it sat due to a problem getting parts for the sunroof. Finally end of June early July my sunroof I thought was fixed. Picked it up and brought it home sunroof didn't open. So back it went but this time I noticed in the inside of the car had an odor. So when I dropped it off I asked if they smelled it and then they said they would change the filter for me while it was there. So it was there a week and then I picked it up and it really smelled so I checked it all through at my house found water in wheel well of car. Call them they said bring it back for service they would look for a leak now. This is now July and now I still have no car but paying my monthly payment. Service is now working on my car to find the leak and why it smells. Well they find the leak it's a kinked hose that back up and caused the damage. So that got fixed. But we still have the problem with the smell. It's now so bad it makes you sick (mold) the only way to get rid of it is take everything out of car and replace it with new (very expensive) or trade it in. So that is where I'm at two months later still waiting for them to work with me . I still don't have my car yet I'm still making my payments and they didn't even offer a rental.Business response
08/23/2023
I apologize for your inconvenience. **** and I are currently working towards getting another vehicle for you. We are able to offer you the option of getting out of your current vehicle and into another one. Please reach out to us for details. Thank youCustomer response
08/23/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
12/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Nucar Lannan in Lowell and asked if they did diagnostics on a check engine light so I can get my Mass Insp. sticker as I currently have a rejection, I spoke to service rep ************** he told me it was a service they do for $150. I made an appointment for 12/7/22 and dropped the truck off (2014 Silverado). *** called me in the morning and explained since I recently had a transmission installed elsewhere it was going to take 3 hours to diagnose all the electrical as well and that would now cost $450. I agreed to the service as I desperately need to know what's wrong. *** called back in the afternoon and said it was ready for pick up, I went there to get it 12/8/22 late. Everything was good until the cashier charged my card and said I was all set, She didn't have anything else for me and she couldn't leave her desk to get any help because she was the only one there. Finally She was able to get a Manager I believe his name was **** but can't remember 100%, He told me he couldn't print my diagnostic report at that time and wrote some things down on a scrap paper that I couldn't read and I left upset but planning to come back during better hours so I can get some help. I returned 12/15/22 and went back to service rep ************** after some small talk and him looking up all my info he excuses himself and goes in the back room to talk to manager, When he returns he tells me that their computers don't generate a copy of my diagnosis and that my $450 that I paid is just a fee for them to diagnose my truck. I told him I was really confused and wanted my $450 back as I didn't get a diagnostic report he responds by saying I just told you what was wrong with the truck!! What? I say let me get this right so you want me to just grab a pen and paper and write down what your telling me? but you won't give me even a copy of what's in your hand? He tells me if that's what you want to do sure go for it!!! Unbelievable. I'm out $450 and still don't have an official diagnostic report.Customer response
12/26/2022
I have not heard from the business in response to my complaint.Business response
01/03/2023
Tell us why here...*************** brought his vehicle to us on December 6th, stating he had a check engine light present. At the time of drop off, the customer stated that he had the transmission replaced at an aftermarket shop, as well as the O2 sensors. We found 19 current and stored codes within the vehicle, and needed additional time for the diagnostic on the problem vehicle. The customer was contacted, and we recommended a 3 hour diagnosis time, which the customer had verbally approved over the phone. The service rep was transparent during his service visit. We recommended replacing spark plugs, spark plug wires, and 2 ignition coils to fix the misfire issue found, allowing us to properly diagnose the rest of the vehicle after repairs were made.
Customer had declined all repairs and stated he would get them fixed after the holidays. Customer came and picked up his vehicle, attached is the *** report for VIN *****************. I hope this clears up any issues.Customer response
01/04/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
This explanation from the business doesn't answer the complaint at hand. They admittedly provided me a service and refuse to give me proof of that service. This business thinks it's good enough to take my money for a diagnosis and verbally tell me what I need to do, I'm not a mechanic and I needed a print out of the service they provided and a copy of the diagnosis so I can give to my mechanic. If this business couldn't do any more on the diagnosis because I needed work done before they went further then this is even more reason for a refund as they weren't able to perform that service. The bottom line is I paid $450 for a diagnosis that this business refuses to give me on paper, why? I don't know and basesd on their answer to this complaint and for the first time I've heard they couldn't go further with diagnosis until I fixed spark plugs, wires and 2 coils. If that's the case then I'm owed a refund for service not performed. One option that I won't accept is returning to finish the diagnosis as I don't want this business to ever touch my vehicle again. This business should really be ashamed of themselves, this is only a $450 service and maybe that's why they really just don't careRegards,*****
Business response
01/04/2023
*************** brought his vehicle to us on December 6th, stating he had a check engine light present. At the time of drop off, the customer stated that he had the transmission replaced at an aftermarket shop, as well as the O2 sensors. We found 19 current and stored codes within the vehicle, and needed additional time for the diagnostic on the problem vehicle. The customer was contacted, and we recommended a 3 hour diagnosis time, which the customer had verbally approved over the phone. The service rep was transparent during his service visit. We recommended replacing spark plugs, spark plug wires, and 2 ignition coils to fix the misfire issue found, allowing us to properly diagnose the rest of the vehicle after repairs were made.
Customer had declined all repairs and stated he would get them fixed after the holidays. Customer came and picked up his vehicle, attached is the *** report for VIN *****************. I hope this clears up any issues.Customer response
01/08/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Nothing has changed.
Regards,*****
Initial Complaint
02/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We recently experiencing a known issue to GM, they even sent out a bulletin to this effect to the ****** The sealant around the shark fin antenna fails and causes a leak into the vehicle. This is a known issue documented on various sites on the internet, of 2014-2018 ***** Silverado trucks. We had reluctantly purchased the extended warranty from ***** at time of purchase only because they said it was bumper to bumper just like the first level warranty, but it extended it to 72 months from 36 months. That turned out to be false info as they would not cover this leak. They also want to charge $500 + to fix as they cannot order the seal separately, they have to replace the entire fin.Business response
02/02/2022
Customer brought vehicle into service stating a leak was present. After diagnosis, we confirmed the leak was coming from the antenna. Correct repair per ************** guidelines is to replace antenna and reseal area. Cost of the job is $585.00. The vehicle is out of original factory warranty by approximately 1 year and ****** miles. We contacted ************** to get an warranty exception, and GM denied our request. We provided customer with internal cost assistance, lowering the cost of the job to $250.00 for the sake of customer service and satisfaction. The extended service contract that the customer has on the vehicle fully covers most mechanical repairs. Outside leaks are not normally caused by mechanical failure and, unfortunately, are not covered under any warranties outside of the manufacturer original warranty. Although we have seen these types of leaks in the past, we have no control over ************** warranty coverage or authorization policies.Customer response
02/04/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.Since this is a known defect in these vehicles, years 2014-2018, we feel the dealership should cover in full. They state "Although we have seen these types of leaks in the past". They also misrepresented our issue to the extended warranty company and after a few calls to them on our end, they said they made a mistake and they covered in full minus our deductible. I feel the dealership:
1. should have not said that the extended warranty was same as the manufacturer "bumper to bumper", as it was not; we initially declined but they purchased only because of this statement; of course, 4 years later we have no proof that was said
2. they should have given a more accurate accounting of the issue to the extended warranty company so we did not have to fight so hard with the warranty company
Yes, we initially accepted their assistance of paying $250 instead of $585 solely because they were charging us $150 for just looking at the issue and we needed our vehicle back...what would anyone do in those circumstances.
FAQ
Regards,***** And *****
Business response
02/07/2022
We are sorry you feel that we did not do our absolute best for you with this experience. We are required to work within GM warranty guidelines at all times. The extended warranty is backed by GM, and coverage decisions are entirely on their end. We called them and did go to bat for you, but they were clearly more responsive to you as the consumer in this case. This is a very rare occurrence. The warranty does indeed have excellent coverage for your vehicle. We are happy that the end result worked in your favor, and appreciate you staying the course. Please know that we will always do everything we can for all our customers, and continue to conduct business in an honest and transparent manner.Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 29th 2021 I went to Nucar to purchase a new truck. I traded in my 2010 GMC Sierra which they gave me 3,000$ for. I have never bought a new car before and was not given the option to test drive the vehicle. I already wanted the truck and did not feel the need to "test" it even if I were asked to. I figured a new car would drive perfectly and not have issues. Now I know why this was not offered a test drive. On December 29th at around 6 pm I signed the purchase agreement along with a statement saying that the brand new truck had NO recalls. The next morning, December 30th, I went to my bank to pick up the check for the vehicle loan. I called ahead at around 9:30 am to let the salesman (K Sanchez) know I had received the check. He did not notify me of a recall of any kind. I arrived at the dealership at around 3 pm. I greeted the salesman. I handed him the check and the cash down payment. Once the money was in his hand he notified me of a "recall" on the truck. He told me the new truck would not pass inspection. They would send me away with a rejection sticker if I was ok with that. I told them NO! I told him I did not feel comfortable taking the truck. They said the deal was already done. They instructed me that the only way my new truck could pass inspection was to drive it 150 miles and bring it back the next day to see if it would pass inspection. It did pass. I had to ask for a copy of the "recall" which was not a recall at all. It said "customer stated check engine light was on" that was a lie (I never drove the truck before the purchase nor was a given a key to it to start it) I brought the truck to a different dealership to find out it needs a new transmission. It NEVER had a recall. The dealership lied about this. They also told me it had heated seats and it does not. I want them to replace my truck with a like model with a color that I approve. I am afraid the truck will forever have problems. Nucar refuses to return email or calls.
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