Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a vehicle off of this dealership on March 23, 2024 at $19,543.00 We live in Pa. the dealership was 2 hours away in Ohio. We were told no warranty but were advised by the salesman that their mechanics inspected it in their garage and came with ****** which we checked. We couldn't take the vehicle to our mechanic for a quick inspection due to the 2 hour distance. Since we are in Pa. we needed to get the vehicle inspected. Our mechanic of 15 years informed us ALL 4 ball joints were very bad and needed replaced to the cost of $717.21. This should of never been missed IF Ganley actually inspected the vehicle like they said they did. . Bad ball joints could of resulted in a serious accident on the drive home if the stud became seperated and could result in loss of control of the vehicle. One was even broken- see photo below. When we called Ganley to inform them of this we were told the salesman who sold us the vehicle was no longer with them. How convienient. When talking to one of the managers at Ganley, he was very rude and insinuated that our mechanic lied to us and just gave us someone elses ball joints. My son recorded the conversation and I have all 4 ball joints at home. When trying to contact another manager no phone calls are ever returned. This is a severe safety issue and the vehicle should of never been allowed to be driven on the road, let alone a highway on the 2 hour drive home.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a tire and wheel road hazard protection plan that covers damage to tires and rims that was purchased with the vehicle costing me roughly $953 at point of sale. It covers damaged and flat tires from driving conditions that lead to the damage. Took the car in under scheduled appointment due to a construction project that spanned the entire month of November on my street and the adjacent streets. I noticed one day both the driver front and rear passenger tire began to rapidly lose pressure. And one had been damaged on the side wall showing a tear. The dealer on arrival was condescending, after being told I have coverage for replacement flat tires etc. They took the vehicle into service, kept it for 2 or more hours, then came out and claimed I had to pay for the tires! I told him flat tires are covered, and he apparently didn't bother to call the warrantee company. I asked him to call them and verify, he got nasty, hung up on the provider while their rep went to pull the contract and said he wasn't going to work with me and stormed off. I got a manager and another associate to handle the employee, and explain their actions. They had my car back there and stated a nail was in middle tread of one tire but failed to say which . one the employee who stomped off claimed he didn't see the tear in the side wall of tire, and that he couldn't find a leak in the other despite my car recording the tire pressure monitor readings and my offering to provide them with the evidence of total inability of either tire to hold air as my car records these readings. In the end they refused to honor the policy, remove the nail, or patch the tires as the policy states the must do at best and sent me home with the same two flat tires! I have disability plates and a mobility service dog who was with me yet they endangered our safety, and did nothing. So they basically took the car back, did nothing for 2 to 3 hours and pulled it back out to the service parking lot.

  Business response

  01/05/2023

  HI Kristie,

  When Ms. **** arrived and the consultant followed protocol for the tire and wheel claim, he measured the tires tread depth. they returned a reading of 2/32nds. Per the attached contract (highlighted the the paragraph) the t&w company will deny claim if the tire wear is at 2/32nds. Our advisor also let Ms. **** speak to the warranty company. The warranty company even explained their policy to her directly. 

   

  This is not our policy, the the policy of the Warranty Company.

   

  Customer response

  01/05/2023

  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,
  
  ***** ****
  
  
  
  
   

  Customer response

  01/09/2023

  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.
  
  I am rejecting the response after returning home with two unprepared or replaced flat tires and speaking directly with the Warrant Company.  

  
  

  I was instructed not to go back to that dealer on this warranty due to their refusal to either fix, repair tires covered, and the fact that they hung up on yhe Warrantee representative and refused to work with me.  I was told to take the vehicle to one of their tire partners like  Pep Boys, or local tire shop, and have the company call them to do a virtual inspection to determine how to proceed with warrantee service as they also felt the treatment I received at the dealer was questionable. And the fact that the dealer made NO ATTEMPT to repair the tires, nd were under qualified to even find a tire leak, refused to pull the tire pressure monitor code history from the computer (despite my having codes pulled on the same vehicle in the past shortly after purchase).  They feel the way I was treated was also unwarranted, and endangered my safety.  In addition, I checked the tire pressure on one of the tires after starting the car and the service department overinflated the right rear tire with the hole in the sidewall to 41 pounds of pressure in an attempt to cause a blowout after I left.  It was shown on the cars android app as well as on the cars vehicle information system.  

  
  

  I will be taking the vehicle to a tire center to complete the steps they warranty company gave me this weekend.

  
  

  Best regards,

  
  

  ***** ****

  
  
  
  
   

  Business response

  01/09/2023

  Ms ****s compliant needs to be addressed to the warranty company. The claim was denied by the warranty company. Per the guidelines in her warranty contract that I have attached in my previous communication, it clearly states that tires upon arrival for repair will be measured and if the measurements are 2/32nds, the claim will be denied. it doesn't matter what the repairs is. 

   

  As what was the case with Ms. ****. 

  We stand firm and will not be covering the cost of repairs. We followed all proper protocol according the Warranty Company's guide and calls.

   

   

   

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 12, 2022 I purchased a pre-owned 2013 GMC Sierra 1500 at Ganley Subaru East in Wickliffe , Ohio. I was absolutely amazed with the customer service and how smooth (maybe too smooth) and fast the entire transaction went. I’m going to be upfront and admit that I did sign the purchase contract which stated “As Is”, SHAME ON ME! I know better, I should have taken the truck to my local mechanic and had it evaluated. Like I said, I should have known better. The truck was used but had low miles and appeared to be in good shape. I looked the body over very well for rust. Yes there was a bit on the tailgate and near the rockers. 3 months later the bed fender wells look like they have stage V cancer and literally gets worse day by day. I personally have never seen a body deteriorate so rapidly. So that leads me to believe at some point the rust was repaired with a quick fix so the truck would sell. Let me tell you now, I would have never agreed to purchase a vehicle that looks like this, and neither would anybody else in their right mind. All that being said, a good experience gone bad. Come on guys you all can provide a better service than this to your customers. Or is that just how business is done. BUYER BEWARE!!!

  Business response

  06/30/2022

  Hi.

  I have received this issue and am looking in the matter and pulling the deal. I will send another message once I have been able to go through the paperwork. 

  Customer response

  07/01/2022

  [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 is not a resolution but it is possibly some progress towards a positive outcome.
  as per the businesses last message I am waiting for a more informational response. 
  
  Regards,
  
  *********** ***********
  
  
  

  Business response

  07/15/2022

  I reviewed the deal and the pictures. The customer did sign the AS IS disclosure., The manager, Rich had made the customer aware it was just touched up with touch up paint. We did not have the vehicle painted. The customer was aware of the rust situation. We feel that we transparent from the beginning with this vehicle.

  Customer response

  07/15/2022

  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 response is stating false information, I did sign the contract “as is” but had that truck been in that kind of shape I would have never even looked twice at it no way no how. The salesman nor the management never brought up one time that the truck had just been touched up with paint. 
  
  
  
   

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