ComplaintsforLaura Chevrolet Buick GMC of Sullivan

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2022 Chevy 3500HD into the dealership Laura Chevy, Buick, GMC for a scheduled oil change and tire rotation that was included with the purchase of the truck by GM, on 12/21/22 and on 12/23/22 the rear passenger wheel came off my truck while driving, resulting in an accident. The dealership was contacted and said to call ******* ****** and have them tow vehicle on their PO. The vehicle was towed with the plow attached, to the dealership around 5pm 12/23/22. The service manager ***** ***** gave his personal number to contact him. After the vehicle was towed a text was sent to ***** letting him know the vehicle was in transit/ had been delivered to the dealer by the tow truck. It was also asked about getting a loaner vehicle. We were told they would get one Monday 12/26/22. No loaner was ever offered. A text was sent 1/1/22 asking the ETA on the repair, and possibility of loaner, we were told the parts would be there Monday 1/2/22 and called the morning of 1/2/22. A list of repairs was requested too. No call received until after requested again that afternoon. Still no information given to answer the questions asked. An email was sent 1/3/22 by ***** explaining parts waiting for and not feeling comfortable changing plow when asked about trading trucks for a new truck. Owner information was requested and email was sent including the GM of the dealership ******* ******** ******* was asked about potential vehicles to swap and later provided some 1/5/22. Shortly after, we were told parts were in transit to finish the original damaged truck today. A follow up email was sent to ***** and ******* that I would like a new truck to replace my new truck, and that my plow be replaced. We are trying to come to a resolution and a solution that is acceptable to me, but has not been completely addressed or offered yet.

  Business response

  01/09/2023

  Please see the attachments.

  To whom it may concern:
   
  **** ******s vehicle was brought in to repair. They were offered a loaner vehicle to drive while the repairs were being completed.
  In order to repair the vehicle: Laura Chevrolet ordered a new passenger side rear rotor, a new dust shield: a new factory wheel, a new tire, a new center cap, and new wheel studs. All of the parts had various estimated times of arrival. The parts totaled $1575.82- Not all parts arrived when they were supposed to.
  ***** ***** and I sourced the remainder of the parts from other dealerships in order to get the vehicle repaired quicker
  Laura Chevrolet had all of the parts necessary to repair **** *****'s 2022 Chevrolet Silverado on
  1/5/2023. The repairs to the customer's vehicle: totaling $2494.17 were completed on 1/5/2023 at no cost to the customer. I reached out to the customer to make them aware that the repairs were completed and that they can come pick their vehicle up. I left two voicemails
  Laura Chevrolet has repaired the customers vehicle to factory specifications. Laura Chevrolet never agreed to and will not be replacing the customer's vehicle as they requested.
  
  

  Customer response

  01/19/2023

  I did not see a reply by date on the business reply to case ******** and was waiting to have the truck looked at today to reply. I could not get it looked at last week because the plow would not come off of the vehicle and this was not a problem before the accident. I don't know what I need to do to give my reply but I do not accept the response from the business. I was never offered a loaner vehicle as the business stated and that is seen in the conversations provided in my original complaint. The truck was inspected today and was found that the backing plate was not replaced as it was stated it was by the dealership and all 8 studs should have been replaced, not just 2, and there was a flange that needed replacing. It was recommended to also have the MO HIghway Patrol inspect the vehicle for safety which is what I am currently trying to make an appointment for. I would like the dealership to make the recommended repairs listed above and on the paper I am attaching (and more if the MO Highway Patrol recommends), an extended warranty on the truck, my snowblower that was broken in the accident replaced, compensation for work/ inconvenience/ time lost/ mileage.
  

  
  

  Thank you,

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

  Business response

  01/25/2023

  *** ********* *** ******** **** ***** *** *** ******* *** ***** ****** ** *****
  To whom it may concern,

  
  **** ******* vehicle was brought in to repair. The vehicle has been repaired fully to factory specifications. The full factory warranty is still valid on the customer's vehicle. 

  
  Laura Chevrolet Buick GMC has paid for the damaged snow blower and the inspection to the snow plow. 
  
  All obligations have been fulfilled by Laura Chevrolet Buick GMC.
  

  
  

  Customer response

  01/31/2023

  Complaint: ********
  
  I am rejecting this response because: I will have the vehicle looked at by a 3rd party to ensure repair was done correctly after this last repair. Dealer agreed to this. If further repairs are needed, dealer to repair again. Would still like an extended warranty on vehicle for the damage and inconvenience this has caused and to avoid future inconveniences that may relate to this issue. Dealer has agreed to pay for mileage for all the repairs/inspections. Will give a total after the truck is inspected. Would still like compensated for lost wages due to the dealer having my truck for 3 weeks with no replacement vehicle. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 2022 GMC Sierra At4 from this dealership on 9/3/2022. During the buying process I added a few accessories to the purchase I also paid installation pricing for those accessories all out of pocket upon completion of the sales transaction. The week of September 12th I received a call from the service department that my items I has ordered was in. The dealership was supposed to call me and arrange for the truck to be picked up to have the items installed which was agreed upon at the time of the purchase. After a few weeks of them not contacting me or returning my calls I opt to have the items shipped to my home. I then reached out to the Salesman ****** at the beginning of October to request a refund on the installation of the Accessories since they did not install them, he said he needed to talk to the sales manager *****. I also was inquiring on the contract paperwork I signed when buying the truck as they said it had to be mailed. We are now at 11/1/2022 I never received the contract paperwork over the truck I purchased, nor have I received a phone call, email or check for the money they owe me. Every time I call it's a run around and they say they will call you back and NEVER DO. After purchasing a 75k truck and this is the kind of customer service you get, I WILL NEVER DO BUSINESS WITH THIS ESTABLIMENT AGAIN.

  Business response

  11/16/2022

  The money has been refunded and the complaint has been resolved. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traded in my 2017 Silverado on a 2022 Silverado 1/31/22. Upon returning to ******** I realized I had left an oversized snow brush/scraper and a trailer wire adapter in the trade-in. I made several calls over the next couple of days and **** the salesman said he had secured them for me. I told him I would be passing thru Mo 3/31 and I would pick them up. When we stopped 3/31 **** said he had put them in the trunk of his car for safe keeping but hadn't driven the car that day. **** said he would ship them to me and cover shipping. After waiting several weeks I called and was told by **** he was having trouble finding a box the brush would fit in. He said he would send me a check asking the cost of brush and adapter. I told him $15 on the brush, but I really wanted the adapter back and it was small enough to ship. After waiting several more weeks I sent an email on 5/19. As of today have not had a response.

  Business response

  06/29/2022

  Complaint has been resolved.

  Customer response

  06/29/2022

  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.

   Once the dealership was made aware of the situation, they quickly resolved the issue which was the fault of a former employee.

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

• Initial Complaint

  04/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We looked at a used truck on 3/30/22, decided to buy it and trade in our traverse. With the trade in we payed 25,006 with a load and 1500 out of pocket. I have two complaints first is that the truck had running boards when we test drove and signed all the paper work on the 30th but when we went back the following day the running boards were gone. The truck had “gone through the shop” the morning of the 31st I guess to make sure everything checked out because it was a trade in and hadn’t been checked over officially yet at the time we test drove and signed paperwork. No one could tell us what happened to the running boards or why they were removed. We called several times talking with our salesman and trying to get ahold of the manager but the salesman didn’t have answers and the manager never contacted us. When there getting the truck detailed on 4/6 the service person said one of them was bent but in pictures we took the day of purchase they don’t look bent. They removed them without telling us (we noticed they were gone), won’t tell us why they were removed and didn’t compensate the price for not having running boards or offer to replace them. My other complaint is that they valued our trade in based off pictures and questions they asked since we didn’t have it present. They gave us a trade in value of 4500 and we signed the purchase agreement. When we came back the next day with the check from the bank and the traverse they looked it over for a long time and said they could only give us an allowance of 3000 for it and the other 1500 would have to be payed. The salesman said they asked if there were warning lights on and we said no and there weren’t when we drove it ther but this was his explanation. The manager who looked over it didn’t talk to us at all.

  Business response

  04/14/2022

  We have rectified the situation with our customer.

  Customer response

  04/14/2022

  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,
  
  ****** ******

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