Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last July I purchased **** *** *******. Scott Sweeney promised and told both my mother and myself if I had any issues with the SUV to contact him and he would see about getting it taken care of. We'll I was not told that his service team had patch the front passenger tire twice! I went back to ask about it after being told that was why I had to put air in it once or twice a month. They failed to inform us of this . The tire needs to be replaced. I was told it wasn't their fault or obligations to replace the tire???

  Business response

  08/26/2024

  I authorized our service department to replace the tire.  The tire was replaced today 8/26/2024 at $0 cost to the customer.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a 2014 GMC Acadia in July 2021 with an extended warranty. We have issues and I have summarized below for your convenience and went into detail below for clarification. Details: We were moving to Florida and wanted to make sure our daughter had a reliable car for her children. We settled on a 2014 GMC Acadia from your dealership. We paid $23,260.90 for the car and the extended warranty on July 19, 2021. By the way, our salesman ensured us that everything was covered including the electronics, which included the radio/monitor and computer. I specifically asked, so we bought the warranty to cover the computer specifically. Now, we are told the electronics don’t cover the radio/monitor or computer. WHAT! She was having issues with the car shaking. She took it three times to your service department. On the third time, they said she needed an oil change, so she had that done. There is no other documentation on your end that she brought it in and that you did anything to check it out. It wasn’t until I got involved that anyone even addressed her issues. I know this to be true since she didn’t have any charge for a diagnosis. We find out later that there is a $60 fee to run a diagnostic test, and obviously that had not been done on her car up to that point. ******* told us he was brought in to fix the service department and he had to let several people go. So we chalked it up to that and moved forward, at least we thought. We brought her car back again and was told she needed a tune up to stop the shaking. Again, they didn’t even drive it so how can they say that. I explained again that it was shaking and not a lag or pull like when a tune up is needed. They said they couldn’t recreate the issue. Well obviously, not, they didn’t drive it. I explained that I only drove it once and it was down to the dealership, and it was shaking on me. Her stabilitrac light kept coming on and the car was shaking. We had a meeting with *****, my daughter, myself, and ******* the Service Manager, and one of his people were in and out of the meeting. They were going to keep the car and go over it with a fine tooth comb to find everything wrong with it. I called back a week later to check on it and they claimed they didn’t have my car. ******* didn’t realize we were leaving the car there. The car had been sitting at the dealership the entire time and no one looked at it. I went back in and asked ***** what did I miss? We were all in the same meeting and set the proper expectations and still we were ignored. Then they said it would be over $4K to fix the car since most of it wasn’t under warranty. That was a shock. We decided not to fix the radio as that was the biggest expense and were told it would be okay and not hurt anything else, only the radio and backup camera. Now her A/C isn't working either. We spend over $3K to get the exhaust fixed and several other issues they kept finding, all after they were supposed to go over every inch of the car and find all the issues previously. I go to pick the car up after the repairs are done, and it took them almost 30 minutes to pull the car around. Knowing what I know now, I am sure the battery was dead, they had to jump it and let it run for a few before giving it to me. The next morning the car was dead. Weird coincidence? We had the car towed back and was told it was just a bad battery, as we just had it replaced. It happens they said. I specifically asked if the radio could be draining the battery and I was told no. Again, the next day her car was dead again. So the car came back again and this time the service department pulled the fuses on the radio to keep it from drawing on the battery. What a fix for a service department. We only found out when we got the paperwork from the warranty company. Again, her car was having stabilitrac issues and she even recorded on her phone for proof. I called back and was told there wasn’t anything they could do. I said even with video proof. ******* said he would bring it back in and try to recreate the issue. We took it back Thursday May 4 and was told ******* only trusted one person to look at it. So, we waited again. They returned the car on Tuesday May 9th. We were told that the only thing that could cause the stabilitrac light to come on is driving with two feet. Are you serious? If that was the case, then why were we told we needed a tune up, we need to replace/fix the suspension and exhaust, etc. Then we find out that no one even test drove the care. It sat there for days, and no one touched it again. How is this even possible? We took pictures of the odometer before and after the service and it was only 12 miles, the distance from the dealership to her work. I called ******* and he said the tech didn’t know we were going to pick it up so early or he would have driven it. That is absurd! ******* called to return it to us. As you can see, this situation has gone from bad to worse. She/I experienced discrimination/pushing us aside I am assuming because we are women. Then just trying to placate us without fixing the problem. And now it’s just total disrespect. We have documentation to support all these issues and the lack of professionalism and courtesy shown to us.

  Business response

  06/03/2023

  My service manager and I reviewed the complaint.  We feel that the radio/control module, which controls most of the communications within the vehicle needs to be replaced.  We are going to replace this part free to the customer as a final attempt to fix the ongoing problems.  We will contact the customer once we have the part to schedule the repair.

  Customer response

  06/26/2023

  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,
  
  **** ******

   

  Per phone call from customer 6/26/23 this complaint has been resolved, repairs completed to her satisfaction

*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. ↩