ComplaintsforMatick Buick GMC, LLC

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the car from Matick GMC in **********, ** on 3-15. professionally detailed (unaware once leaving the premises). The salesperson literally handed me the keys, notified where the car was, communicated he had to leave and left. Once I began driving the car, there is a shaking that occurs once the car reaches 31 mph. Contacted GM, they reached out to the dealership with no response. I scheduled diagnostics with another GM dealership who communicated what the concern was and notified me it will cost $114 & its going to cost $150 to get the car professionally detailed. The service manager reviewed the cars history and communicated Matick GMC never inspected or performed any service on the car. The only dealership to perform service was Art Moran GMC.GM communicated its the dealerships responsibility to repair the car. Contacted the dealership, one of the managers communicated he couldnt help but one of the on-line representatives could better help. Tried contacting him, no response.

  Business response

  03/22/2024

  We appreciate the detail of the concern from the customer.  We have since reached out to provide an additional detail and assure corrective measures are taken, including providing a complimentary loaner vehicle.  We value the business and trust of our loyal customers and hope that we are able to make things right following your conversation with our Pre-Owned Vehicle Manager.
  
  

  We believe this is the same exact concern from Complaint # 21459429

  Customer response

  03/23/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

  Customer response

  03/23/2024

  Good morning, 

  The service department corrected the concerns & returned the car to me on Friday. 
  

  Thank you. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3-15 of this year I purchased a vehicle from Matick GMC in **********, **. The specifics of the vehicle were not explained to me, maintenance had not performed by this dealership, or the car had not been professionally detailed (unaware once leaving the premises). The salesperson literally handed me the keys, notified where the car was, communicated he had to leave and left. Once I began driving the car, there is a shaking that occurs once the car reaches 31 mph. Contacted GM, they reached out to the dealership with no response. I scheduled diagnostics with another GM dealership who communicated what the concern was and notified me it will cost $114 & its going to cost $150 to get the car professionally detailed.GM communicated its the dealerships responsibility to repair the car. Contacted the dealership, one of the managers communicated he couldnt help but one of the on-line representatives could better help. Tried contacting him, no response.

  Business response

  03/22/2024

  We appreciate the detail of the concern from the customer.  We have since reached out to provide an additional detail and assure corrective measures are taken, including providing a complimentary loaner vehicle.  We value the business and trust of our loyal customers and hope that we are able to make things right following your conversation with our Pre-Owned Vehicle Manager.

   

  Customer response

  03/28/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Yukon Denali in august of 2022 from ***************************************************. I dropped my vehicle off to be serviced on February 22, 2023 due to the engine light coming on and the car was shaking. Matick Buick GMC disassembled my vehicle before contacting my warranty company. Upon the warranty companys inspection around March 18, 2023 I believe, it stated, GMC didnt properly store my vehicle engine which resulted in the failure and the warranty company wont agree to pay for the damages. My advisor ******* knows that the engine wasnt stored properly yet I was told that the general manager is refusing to fix my vehicle and they are trying to have it towed. You may contact my warranty company for this information as well which is fully noted and documented. GMC easy care warranty claim #FR186713.

  Business response

  07/12/2023

  *************** brought her vehicle in for an engine concern on February 22nd, 2023. Within 48 hours, we sent her an estimate/recommendation for labor to teardown the engine to inspect further and determine the cause of failure. Within 48 hours from then, she approved/authorized (we have documentation of this) us to tear down her engine to determine the cause of failure.

   

  Once we determined that the vehicle needed an engine and sent her another estimate for the engine replacement, she informed us she had an extended warranty company and asked us to contact them to see if they would pay for repairs. We promptly contacted the warranty company who informed us that they would not send an inspector out to verify diagnosis until the customer provided her oil change receipts. *************** was not able to produce oil change receipts, so we went back and forth with the warranty company for a little over a month, at which point we pushed the vehicle outside as it was taking up a hoist in our shop unnecessarily and it was torn down so it could not be driven in the mean time.

   

  About two months into the vehicle being at our facility, *************** was finally able to produce oil change receipts, which we then sent over to her extended warranty company for review. The extended warranty company then took almost a month after that to finally send an inspector out, at which point the vehicle was still outside. The inspector stated it was company policy to deny any claims for which the vehicle had been parked outside (extremely odd - we've never dealt with a warranty company who had this policy before and it seems entirely unreasonable due to shop capacity and the situation). Our advisor and Service Manager both tried to fight with the warranty company for an exception but the warranty company still denied the claim.

   

  We informed *************** of what transpired, and told her that she would have to pay for the engine replacement or she could choose to tow the vehicle out. She refused to authorize/pay for the engine replacement, so we put her vehicle back together and told her she could get it towed out. She refused to get it towed out and insisted that Matick needed to pay for her engine replacement since we stored the vehicle outside, which is normal practice, even though we had no knowledge that her warranty company had a policy that vehicles could not be stored outside while waiting for authorization/repairs.

   

  After our Dealer Principal/Owner spoke to ***************, she finally agreed to get the vehicle towed out and we didn't even charge her for the teardown or anything else ($1500+ bill we took care of internally).

  Customer response

  07/27/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  *************************

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