ComplaintsforHulett Chevrolet Buick GMC Inc.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/03/2023 my 2020 GMC Sierra 1500 truck would turn over but not fire and the dash was glitching shutting on/off. After numerous attempts, we got it to start and drove it from El Dorado Springs. Mo to Osceola, Mo & then on to Greenview, Mo. At this point, while coming to a stop, the auto shut off kicked on and the truck malfunctioned again. After numerous attempts to start the truck we decided it needed to be serviced. On 08/03 we arranged a wrecking service to drop it at the Hulett Chevy Dealership. The service dept informed me they'd inspect the truck on 08/08 & provide a follow up via phone call. However, the dealership didn't call so on 08/09, I called and learned that they found the truck to be out of fuel. I informed the service dept the truck did have fuel and requested an explanation as to how we would drive a vehicle with no fuel for over 2 hours? The employees smugly replied as if he we're scolding a child, S"TEPHANIE that's what we found". Unbelievable! I've never has such poor customer service. I then requested an explanation for the check engine light being on at which point, he informed me the light was not on. Again, I have supporting video of the malfunctions to include the light being on & the dash errors. Furthermore, the tow truck driver and my passenger we're witness to the malfunctions. Moving forward, I picked up my truck on 08/10 to learn I had been charged the following: Diagnosis $193.50 Diagnosis & Body Electrical $129.00 & $83.09 Oil Change. Upon leaving the dealership, I traveled to Clinton, Mo for work. Upon leaving work the truck malfunctioned with the exact same issues. After numerous attempts, we're able to get the truck started and it is currently in route to a dealership in Kansas city where I know my truck will be inspected and serviced without issue. Had I of known this company doesn't honor warranties, takes advantage and over charges it's customers, I'd of never taken my truck to them. Complaint filed Attorney Gen Office

  Business response

  08/28/2023

  While we understand it can be frustrating when a vehicle is not working as one would expect, we as a dealership, stand behind all the work we completed.  We performed the work the customer requested, as well as were able to work into our schedule additional work requested by the customer.   We are a fully staffed mechanics shop running at full capacity. At times this allows us flexibility to work in customer requested extras, as we did in the case. We pride ourselves on transparency in the time it takes to diagnose a problem within a vehicle and have those times available for customers should they wish to review them.  The duration of a warranty is based on mileage and time and we can only honor those warranties which fall within the contracted parameters.  Along with this, we also can only repair what is evident in needing correction.  With an empty fuel tank, there are several things which can be affected and the only remedy is fuel in the vehicle. Once the vehicle is receiving fuel, then it can be determined if there are any other issues related to the fuel system.   We were glad to see all of the lights functioning as they should and to see there were no error codes or bulletins related to this specific vehicle.  We also strive to not take advantage of our customers when work doesn’t need to be done.  For example, air filters can be checked and if changing them is not needed, we do not change them.  We pride ourselves in not doing unnecessary work such as this. Throughout our mechanic shop we have cameras which allow us to be able to back our work claims with footage showing the actual work being done.  This gives us added security to be able to stand by our work.  Our focus is to do the best work we can for our customers and in this case we feel we met all of the needs of repair on this vehicle, even going above the original ask.
  
  
  

  Customer response

  08/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  As you can clearly see in their response, they do not address my statements within my complaint, instead they continue to deflect from the fact that the vehicle was not out of gas because if it was, it would not have been driven for two full hours on empty, and if it was a matter of not having fuel, then we would not have had this exact same issues on the same date that we picked up the vehicle from this dealership. It has been noted by the current mechanic and we have footage of the malfunction prior to dropping the truck off at the dealership and we have footage of the malfunction when it happened again that evening. As for fully staffed, the passenger in the truck overheard the service person on the phone make this statement they are short staffed, with only two mechanics on duty. I’m sure they were video cameras recorded this statement however, I imagine by the time we go to court this will be deleted from their system I stand firm in my statement against this company, they’re untrustworthy and I recommend the consumer take their vehicle and their business elsewhere as they are unprofessional untrustworthy, and not able to fulfill their end of the contract terms. Furthermore, the vehicle warranty is not expired. I have documentation of which the service representative provided on the date that we dropped the truck off for a diagnosis. I have filed a complaint with the attorney generals office and intend to resolve this matter through legal recourse. If a consumer has had similar issues with this company, please feel free to email me at ********************

  
  Sincerely,
  
  ********* ******

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