ComplaintsforFairway Buick GMC Truck

• Initial Complaint

  04/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2017 GMC Sierra ********************** on 29 Mar 2024 for $52.5k. Put $5k down and financed the rest. During negotiation, most important topic was warranty. Sales/finance persons discussed how great this like NEW TRUCK Level III Xtended Protection covers everything bumper to bumper for 2yr, 24,000 miles like GMC warranty. Paid $5k for it. Sealed deal for me. I asked for detailed coverage and just got the overview. - ONLY 85 miles on the truck: Check engine light on w/codes: O2 and Engine Coolant Temp Sensor, ECM *********** ******* replaced an O-2 and Temp Sensor.Quick pic of malf, electrical sys went berserk through multiple system faults while driving.During my drive vibration in the steering wheel.Returned to dealer to pick up the truck and get the detailed brochure on warranty. And fix discrepancy paperwork. Seals/Gaskets 125k 150k not marked. Questioned, stated not included! Handout listed it in Lvl III warranty. Assumed coverage 125K miles. *** told NOT INCLUDED! - What IS STATED in negotiation is NOT ALWAYS TRUE! Miss statements $52.5k for a probable LEMON!I asked to be let out of contract for this DISCEPTION relating to like NEW TRUCK warranty and for Electrical and Vibration issues.*Day purchased, $42,568.67 was now listed for $39,999.00. Head sales guy at the desk stated was a mistake. *Head salesman stated only way I could return the **********************. Used Car salesman buy it back A $9k loss! My down payment of $5k and $4k more. Dealership bought the ********************** back for $39k. He stated, out of his hands*Dispute: ONLY HAD TRUCK ONE DAY. Driven ~120 miles. **** $9k. EVERYBODY made their commission! On April 7th, the truck I purchased $52.5k. Paid $9k to get out of! Is now for sale $45.5k DEALERSHIP, SALESMEN, Etc. Made a PROFIT. And will DOUBLE PROFIT from next customer! -A retired disabled veteran that served over 26 years, Im appalled that this can happen in the **! And from a Dealership! Not a small corner car dealer. Docs aval

  Business response

  04/30/2024

  Please feel free to call me ********************* General Sales Manager to discuss your issue. Ph# ************. 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my truck in to get three windows replaced after a break-in. The dealership hired a third party to replace the windows, which I thought was a bit odd because this is the only dealership in the country that I've been to that doesn't use genuine GM parts. And of course, shortly after I got the truck back I noticed what appeared to be razor blade scratches on all three windows (likely from removing stickers), and the off-brand etched logo that is usually found in the corner of the window is about 1/3 up the window and looks terrible. Clearly the windows are poor quality and damaged. When I asked the dealership to help me fix the problem, they told me is was not their issue and I need to go deal with the third party installer. Weird, since all the invoicing was done through Fairway, but I reached out anyway. The owner of that company told me it wasn't his problem and I needed to deal with Fairway. So I went back to that avenue and asked for the head of Fairway's service department, Martin Gonzales, and left him several voicemails hoping to talk about fixing the issue. He has avoided me like the plague for over three months. I did however get in contact with the "customer experience manager" subsequent to all this and she told me that particular vendor will no longer be used by the dealership because of this incident. That basically tells me they are admitting this vendor does below standard work, but they still do not want to help the customer (me) be made whole again. Needless to say, I am still stuck with these awful windows that need to be replaced, and out $765. When money and ego is that much more important than integrity, it's a bad formula for good business. GM should be embarrassed to have their logo on this dealership.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/02) */ Good Morning! We have a few questions/statements before moving forward toward a resolution. In the complaint it mentions the customer was surprised an aftermarket source was used to replace his glass. From the notes on the repair order it states due to the factory glass not being available in a timely and the customer needing to get back home to California aftermarket was being used and the customer was aware. Also, we were under the impression this was being turned into insurance. Was the customer reimbursed by his insurance company for the glass replacement? Lastly, has the customer had the glass replaced by another shop or is it still currently in the vehicle. Thanks! Consumer Response /* (3000, 7, 2022/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that I needed to be back on the road three days after I dropped off the truck to be repaired; however I do not believe that is a good reason to have damaged windows installed rather than new ones, regardless of brand. And at the time of drop-off it was not explained to me that neither the brand nor the condition of the windows would be ultimately unacceptable. As far as payment is concerned, the charge is on my credit card so this is an issue that is between the customer (me) and Fairway. The important part to know is that my insurance company will not pay for the windows twice (yes, I have asked for their help to resolve this nightmare as well). I am assuming that Fairway prices their repairs to the customer fairly, and what they have charged will be the fair cost for me to have the windows replaced with acceptable product. It might be even more if the CORRECT replacements are installed. Either way I'm just asking that the charge for the unacceptable windows be eliminated. I have not replaced the windows yet, because I still feel this repair / replacement should not have to come out of my pocket. I am hopeful that Fairway does the right thing so I have the funds to do this soon. Thank you, Jeff Business Response /* (4000, 9, 2022/05/11) */ After looking into all the circumstances involving this complaint we learned that the customer picked up his vehicle on 12/10/21. At the time of pick up there was no mention from the customer about any scratches on the new glass. On 12/11/21 the customer texted Cera, our Service Advisor thanking her for the timely service and getting him back on the road. Again, no mention of the scratches on the glass. It wasn't until 12/17/21 when the customer again texted Cera stating the glass was scratched and sent her pictures. The pictures show substantial scratches on the window, which are very noticeable. Under no circumstance would Fairway or its Vendor install a damaged product like this. Furthermore the customer would not have accepted this vehicle back with the obvious damage. We are unaware of how this damage occurred, but it certainly must have occurred in the 7 days the customer had the vehicle before notifying the dealership. A small scratch or minor blemish could possibly be missed at the time of installation, but the damage shown is very noticeable and could not have been overlooked. We will not be moving forward with any kind of reimbursement. Thanks! Consumer Response /* (4200, 11, 2022/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Customer Service Manager, Virginia, informed me that the vendor involved in this issue has been fired by Fairway because of this incident. If "under no circumstance would Fairway or its Vendor install a damaged product like this", this would not have happened. Furthermore, I could not have moved the etchings (logos) on the cheap replacement windows that far out of place myself. Trust me, if I COULD move them, I would move them to the corner where they should be and don't look so goofy. And it is true that I would not have accepted the damaged windows if I had seen them. Unfortunately they damage is on all the doors other than the drivers, and not very visible from the inside of the truck. So I did not immediately see them. I should have inspected the vehicle thoroughly rather than assumed that Fairway did an acceptable job.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just purchased a brand new Buick SUV on 9/6/2021. The day of the purchase before we even left the lot my husband noticed some damage to the car and he pointed it out to the salesman he wrote it down and assured us that they would fix it no problem. We have taken the car in twice now. Once on Sat 9/11 and then the following Tues 9/14. After being told by the salesman that he needed to check with this person & that person we felt this was over his head and he couldn't get a resolution for us so we went to the General Manager Matt. Matt acknowledged that it was damage and not surface scratches so he said he would get a quote on how much it would cost to replace the parts. We are now being told that it may be able to be fixed but it will be less than perfect. I went in with $45,000 down & a credit score of 800+ and I get a "less than perfect" NEW car. I paid for a new car & that's what I should get because its the right thing to do!

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/24) */ Contact Name and Title: Matthew M****** GSM Contact Phone: 702-641-1400 Contact Email: ************************ Vehicle was returned by customer on 09/17/21 and the customer was refunded their entire down payment the same day. Contract has been cancelled. Spoke with customer on 09/24/21 and they acknowledge all of these items have been resolved.

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