Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in for Warranty work, had a family member pick up vehicle. My family was told they didn't want to deal with Warranty and nothing was wrong with my car. They paid and now refuse to actually fix my car. The sunroof motor went out and is making a noise and they tried to say my cv axle blew up in the front. I took it to a diesel mechanic at another shop and they found the issue and actually took my concern into consideration.

  Business response

  01/26/2024

  Good afternoon,
  
  Our records indicate the vehicle was dropped at our night-drop with the following concern.  “AWD Light came on and it makes a grinding noise in the back.  Light went off, but it’s intermittent.”
  
  During diagnosis, we checked for updates on all modules and found an ECM (Electronic Control Module) code that needed updated.  We completed the update within the diagnosis charge, there were no additional charges. 
  
  Due to a torn boot, we also provided an estimate for a CV Shaft replacement, however these repairs were declined. 
  
  The customer was responsible for the repairs as the Bumper to Bumper Warranty expired at 36,022 miles.  Upon arrival, the vehicle had 51,149 miles.
  
  We do not have any record of a sunroof concern on this visit.
  
  Thank you,
  
  Hi-Country Service Team

  Customer response

  01/29/2024

  Complaint: ********
  
  I am rejecting this response because:
  I called in after no update after 5 hours and asked about the warranty and the person on the phone said it wasn't covered not that it wasn't on warranty and that they would look into the noise, after receiving the car 10 min after it was picked up, vehicle still made noise that I called and asked them too look at. They where informed about the noise but made no effort to record it. Phone recordings can prove I called about this issue and they never made an effort to make the warranty known due to us being told at purchase it was under bumper to bumper till 75,000 miles.
  
  
  Regards,
  
  ******** ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/06/2024

  We do apologize for your experience and will refund $180, as requested.

  The check will be sent to the address listed within our BBB Communication.

  Thank you, 
  

  Hi-Country Service Team

  Customer response

  02/07/2024

  [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 is satisfactory to me.
  
  Regards,
  
  ******** ******

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2023 GMC diesel brand new. In August of 2023,noticed a hard shift .took truck in to get checked. They discovered an issue with the transmission. We are now clear in October of 2023. We have some to several different people with in the department. We are not getting conflicting stories. No date as to when the vehicle will be completed.

  Business response

  10/18/2023

  Ms. ********,
  
  Thank you for taking the time to speak with our Fixed Operations Director today regarding the status of your vehicle.  We understand the frustration with the length of time your vehicle has been under diagnosis, however some services are more complex than others. 
  
  Regarding the necessary parts, we will take every avenue possible to get them as soon as possible, as some are on back-order with no ETA. 
  
  We will continue to keep you updated with the progress.    
  
  We sincerely value your business and very much appreciate your understanding. 

  Hi-Country Buick/GMC

  Customer response

  10/19/2023

  Complaint: ********
  
  I am rejecting this response because: The Vehicle has been in the shop since August of 2023. The Vehicle was purchased in April of 2023. We were able to utilize the vehicle between 3 to 4 months before issues arose.  This is an unacceptable time frame for repairs. (vehicle was take into the service department August of 2023, we are now in October of 2023) This was not a vehicle purchased for leisure, it was purchased as a means of transportation for heavy hauling. 

  Upon checking in on the vehicle on a weekly basis, we were given conflicting stories by different individuals, and " we are working on it"  One employee claimed that they did not have the tool, and that it literally had just arrived while another worker *****, stated that they  did have the tool all this time but they had never had to use it so there was a delay in locating the tool. 

  We are requesting a full refund of the purchase price and to include the purchase and install price of the Side Steps which we did purchase from Hi - Country Service Department. 

  
  
  
  Regards,
  
  ****** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  10/27/2023

  Ms. ********,

  We are working with our Buick/GMC District Service Manager on our options on how to proceed forward and will be in touch. 

  Thank you,

  Hi-Country Buick/GMC  

  Customer response

  11/01/2023

  Complaint: ********
  
  I am rejecting this response because: I continue to get excuses and no resolution.  FINALLY received a call from the General Manager from Hi C Country, they are claiming to be requesting a buy back from GMC headquarters or a replacement truck.  We are now going into the 3rd month without a vehicle. I cannot longer accept these excuses as we will be getting snow soon. I am seriously at my wits end, we have been patient and tolerated this unprofessionalism long enough. 

  WE NEED OUR MONEY BACK SO WE CAN GO PURCHASE A RELAIBLE VEHICLE FROM A REPUTABLE DEALERSHIP. 
  
  
  
  Regards,
  
  ****** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  11/10/2023

  Ms. ********,

  General Motors is currently processing SR Repurchase Case# 9-***********.

  We are awaiting our next steps as they process the repurchase of your vehicle.

  Thank you,

  Hi-Country Service Team

  Customer response

  11/18/2023

  Complaint: ********
  
  I am rejecting this response because: We would like to see if installing a new Transmission in the vehicle is an option instead of waiting for the part which we have no clue when it will be available. The offer for the buy back is close around 9,000.00 less than what we paid, we cannot afford that kind of loss.
  
  
  
  Regards,
  
  ****** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  11/27/2023

  Ms. ********,

  The necessary assembly to complete the repairs is scheduled to arrive early next week.

  Thank you,

  Hi-Country Service Team

  Customer response

  12/02/2023

  Complaint: ********
  
  I am rejecting this response because: I would like the complaint to remain on file untill satisfactory completions of repairs on vehicle are completed and the vehicle is back in our possession with satisfactory conditions of the new transmission. 

   

  
  
  
  
  Regards,
  
  ****** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  05/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 7, 2022 I purchased a 2017 GMC Sierra at Hi-Country on **** *** **** in Farmington, NM. Deena is the person who handles the license/registration, and I have spoken to that person a couple times about it. And so, an approximate amount of $70.00 was sent to Arizona MVD. And now, $82.08 is lacking. It was due on 5/4/22, and a penalty will be assessed. So, please me at ###-###-####.

  Business response

  06/02/2022

  ***,

  We apologize for the miscommunication.  After contacting the MVD, we found the additional charges are for your vanity plate.

  The check will be sent to the MVD tomorrow for the additional charges.

  We do appreciate you choosing Hi-Country for your vehicle' needs and look forward to exceeding your expectations on your next visit.

  Thank you.

  Customer response

  06/17/2022

  BBB -  Thank You for assistance! It has been resolved!

*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. ↩