Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28th 2024 I dropped my 2022 Silverado with just over 33000 miles off at Heinrich because it was the place of purchase and through GM they offer support for bumper to bumper warranty up to 36000 miles. From that day they had my vehicle until July 30th, telling me they had no idea why my speedometer would swing wildly back and forth while driving, and the gas pedal would fall and the dash panel would light up saying "service parking break" "service ESC" and the check engine light would go on. They apparently reached out to GM to get more information. During the first 2 weeks of them having my truck I was without a loaner vehicle, despite being entitled to one under my GM warranty. This we as during the process of me buying a house and therefore needing a truck to move. Not only were they impossible to get a hold of during this time and even the service manager wouldn't call back. It got to the point that I reached out directly to GM to start a case with them to try to find any info or get things resolved. When I finally received my vehicle back they did not provide a repair order and the only thing they could tell me was a sensor was bad and out of stock for 2 weeks and that's what took so long. It's now the 30th of August and clearly the issue has not been resolved as we are back to square one and the truck is still doing the same thing. I understand it's a holiday weekend and a Friday but they won't even take an emergency drop off (I called at 1pm) for something that they are aware should have been fixed before the vehicle was picked up. Unless they call sooner I will have to wait until Thursday (6 days from now) for my appointment where they claim they can't guarantee me a loaner, despite knowing it is an extensive problem that will have it there for multiple days. I have 4 months left on the lease and no idea if I will even be able to drive it. I'm paying almost 600$ a month on a truck that is clearly a lemon and with little to no support.

  Business Response

  Date: 09/03/2024

  Our service manager, Chris B******  received a message from ******* ******* about her Silverado concern Friday afternoon. He did not get a chance to return her call until Friday evening. We were closed on Saturday, but he made arrangements for her to drop the vehicle off Saturday morning. Chris greeted ******* in the service drive around 9:15 Saturday morning, August 31, 2024. After going on a road test with the customer, he wrote up her vehicle and signed her into a rental vehicle for the holiday weekend. The vehicle is in our shop, and we are currently working on diagnosing the check engine light and other messages that intermittently come up on the dashboard. During write-up, Chris verified with the customer that they have not experienced any issues with the speedometer since their previous visit. The customer reached out to the BBB based on a recommendation from the General Motors customer assistance center. Chris spoke with the customer this afternoon, and she was very happy we were able to get her into something else to drive for the weekend. 

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recall on my cadillac should have done when I pick it up. Few years later a now I must pay for it. Car was inspection was done at pick up. Less than a year later I needed to put brakes and rotor all the way around for $1300.00. The next year tiers $1000.00 now $160.00 for something Heinrch should have done. I have told them for the last two years the transmission was slipping with no action. Are they going to wait until that warranty expires in 2025

  Business Response

  Date: 05/30/2023

  The service update (not a recall) to which the customer refers was released on October 19, 2021 which was after vehicle purchase date of Sept 17, 2020 at which time the vehicle had 53,539 miles on it.  The service update to which the customer refers (N192290400) expired with the vehicles base warranty of 50,000 miles.  Therefore the vehicle was outside of the service update (not released yet) period when it was purchased with 53,539 miles.  The service update has nothing to do with the wear & tear items (brakes & tires) for which the customer paid when they were needed.  

  We have explained this to Mr. ******** and we are very sorry that he does not understand or dislikes the situation.  We would be happy to perform the software update included in the now expired service update at no charge.  We will attempt to contact him with this offer at the completion of this response.