ComplaintsforAxelrod Buick GMC

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good day, I took my car in to get fixed a couple months ago for a little leak. I paid for it to get checked out and they said it was the water pump, so I paid for it. I questioned it from the beginning, but I paid. They call me again to say they seen another part broken that if they fix that they guarantee the problem would stop I don't know what it was, but I paid more money for that. So, a couple days later I still see the leak I called and took it back in they said it's not the water pump they said it could be water from air conditioner on. We didn't use the air condition and we let them know that. They put it on the lift and want me to look under the car to show me whatever because I took my car to a professional to get fixed because I don't know how to fix it. They said they over filled it to above the line that's marked for anti-freeze. So, I take it back and drive. They said to drive it. I went another time with the same issue. The last thing I told them was If I see any leaks I'll be back because it's under warranty. So now my car is leaking anti-freeze which is what should have been fixed from the beginning. It's leaking drops enough to know it needs to be taken care of. We bring it, so since it's covered, I took it back to them they see the anti-freeze drop. They take it to get checked out and tell me to bring it in the morning. I had to take the car I was going to take it in the morning. When I got home after they looked at it was not a drop any more don't know what they did to it, but it went from drops to the whole antifreeze was coming out. We had to put some back in to drive there I dropped it of 08/09/2023. They call me know they said it's a heater hose. I feel like they have been replacing parts that did not need replacement and every time I take it in for the same problem, they say it's something else, so they don't need to replace and or fix but the keep asking for money. The reason why I took it in was because of a small leak and now my car is damaged.

  Customer response

  08/10/2023

  
  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. 
  
  

  Good day,  I went to Axelrod Buick GMC to pick up my car today 08/10/2023.  We spoke to a new manager that is taking over because there merging GMC with Spitzer, I think is what he said.  He said he will fix the problem with no further cost to me.  So for now I want to remove my complaint.  If the problem still persist with the same issue which is the anti-freeze leak I will start a new complaint.  They currently have my GMC Acadia, all I want is for the leak to be fixed.  That’s what I sent my car to get fixed in the first place. 

   

   

  Thanks,

   

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

  
  
  
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new truck from Axelrod Buick GMC in September of 2015. I also purchased a 10 year extended warranty, Recently, I traded my truck and asked Axelrod to refund the pro rated amount. They did so but kept $50 for a cancellation fee. Nowhere in my agreement of the contract is there a fee for cancellation so I agreed to meet with Mitchell A****** to discuss this discrepancy. When I met with Mitchell, he showed me a contract that did not have my signature on it. I showed him my copy of the agreement with my signature and Suzie A******'s signature on it, My contract agreement does not have a $50 cancellation fee. Mitchell told me to take the matter up with the insurance company. Then he told me that it would be a waste of time because they wouldn't refund my money. I told Mitchell that it was his dealership that sold me the warranty, It was his dealership that took my money and that it was his dealership that sent me a check for the pro rated amount less $50. Mitchell refused to refund the $50, asked me to leave and then said that I threatened his business, This is an absolute lie.

  Business response

  03/18/2023

  This customer signed a contract that stated there was a $50 cancellation fee 8 years ago (cancelation fees on the new contracts are $75).  While original documents in Ohio are destroyed after 7 years, Tim was provided with a copy of the contract he signed when purchasing the service contract.  The fact that he did not keep all of the pages of the contract or read it through prior to signing is immaterial, as every customer has ample time and opportunity to review any products.  All products additionally have a grace period to cancel without any penalty.  The service contract, and any fee, is managed by a third-party company, ******.  When a refund is processed, it is submitted to the third-party provider, who then cuts us a check to remit to our customers.  In this case, as all others, that amount is the sent along to the customer.  The customer also gets a letter from ****** highlighting exactly what the refund will consist of.  This is a standard procedure.  This was explained to the customer both on the phone and in person.  The customer was offered the customer support number to try to get this resolved with the third-party company and declined it, stating that he would take this matter into his own hands and that we "haven't seen the last of him."  Upon receiving said threats, I ended the conversation.  He then made good on his threat with a defamatory and inaccurate review followed by this complaint. While we're still happy to provide the needed contact information to reach the service contract provider, there is no further action that our business will take.

   

  I have attached both a copy of the page of the contract with the cancellation fee and a copy of the letter that would have been sent.

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****
  
  
  The attached files that I enclosed are all that I received from ****** or Axelrod with the exception of covered parts. As you can see, Suzie A****** even signed her name to the agreement. Axelrod sold me the
  agreement. Axelrod took my money. Axelrod represented the agreement. Axelrod refunded my pro rated amount minus the $50 and even the letter that Axelrod provided to the BBB states that that "I should contact the dealer" which I did. Axelrod continues to lie about a threat I did not make. They have no proof. Only lies. The agreement that Axelrod provided to the BBB does not have my signature or my initials on the pages that Axelrod claims that I agreed to regarding a $50 cancellation fee. They are being deceitful.
   

  Business response

  03/20/2023

  There is nothing to dispute.  This is between the customer and the 3rd party company that provided his cancellation.  While the customer does not like the answer, it is the only answer.  Should the customer choose call the phone number to actually reach a resolution with the service contract company, it is 888-835-5063 as provided in the document sent to him by the service contract company when his cancellation was submitted.  Sending in complaints when a resolution has been provided and declined is counter-productive.

  Customer response

  03/21/2023

  Better Business Bureau

  The "third party" (******) responded by stating that I have to resolve this issue with Axelrod. Even the documentation provided by Axelrod to the BBB makes this clear. Axelrod represented the contract. Axelrod sold me the contract. Axelrod took my money. Axelrod signed the contract and Axelrod refunded the pro rated amount less $50. All without any proof of me agreeing to a cancellation fee. Axelrod also provided the BBB with documentation that states that Axelrod doesn't keep records for more than 7 years and therefore does not have the original agreement. How can Axelrod sell a contract for 10 years and NOT keep the records? Axelrod is accountable. They owe me $50.
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****
  
  
  
  
   

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my car to ******* ***** ***** **** last month , **** ***** Rd. ************. They sent my car to Axelrod Buick Gmc. Henry K*** quoted to me it would cost about $1300 and It will be ready by Oct 7,2023. I was charged $1154.88 labor, Mic 29.87 and sale tax 94.78 and they said my car isn't ready and he says I need another $5,000 or more to fix it. Please help me thank you.

  Customer response

  02/14/2023

  I filed with you BBB account number ******** the total amount they took out of my card for the car was $1,227. after you contacted them they put $729 in my card. I don't know why I wasn't given my full amount being nothing was done with my car.

  
  

  Business response

  02/14/2023

  This customer was charged 7.0 hours of intense wiring diagnostic with multiple failures of modules and an ECM. Once the ECM is reprogrammed, we could possibly see more of what is not working.  The wiring harness has multiple non-GM items wired into it with many shorts. It will take several more hours if diagnostics, some modules and an ECM which will be not able to be returned once programmed.
  
  Our service writer Chris was diligent with Mrs. ********* on getting the approval for diagnostics.  As we explained to the customer, if she is able to get into a different car at our dealership, we could apply her repair payment towards that new vehicle.

  In an effort to provide excellent customer service, my service director, Brian, called Mrs. ********* and offered to refund her 50% of her bill.  

*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. ↩