ComplaintsforOcean Crest Chevrolet Cadillac Buick Oldsmobile Inc

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a drawn out issue that I have tried to resolve alone first. I went into the dealership October, 2022 with the intent of purchasing a mini *** I saw listed on their website. I was helped by ***************************** (no longer an employee), my daughter and I test drove the ***, and I was not at all happy with it. I planned to cut my losses and leave, but was offered a test drive in another vehicle that was within my budget. The 2012 Range Rover Evoque. Everything seemed fine, and after some discussion I decided to go through with the purchase. Fast forward a week or so and I noticed a issue with the transmission downshifting. I contacted ******** and she assured me that everything had been checked out prior to me leaving the lot, and the fluids, etc had all been checked/changed. Another couple weeks pass and I call for a service appointment because the issue had not resolved. At the service appointment I was told they could not even check the transmission fluid because they did not have the proper equipment and I would need to take it to a certified land rover mechanic. I was charged for the appointment, even though the vehicle was under warranty. I was unable to get it to a certified mechanic due to issues with the warranty, and the inability to leave my car for weeks or longer for repair. I tried multiple ways to reach out and was ignored. I finally text ******** only to find out that she was no longer there. I sent more e-mails, and was ignored. When I lost my job I tried to reach out again to see if there was an exchange or anything I could do as the car was 1. still having issues, and 2. I could no longer afford the payments. ***** replied and asked me to call him and we could come up with a plan. I called and was told he was with a customer, and would return my call, and still I have heard nothing. The car has now been repossessed, and I am certain that could have been avoided if they would have communicated with me.

  Business response

  12/19/2023

  I am so sorry you felt this way. The last time you were in, the problem we were able to troubleshoot was that the transmission needed reprogramming, which is something only a Range Rover dealership can do as they are the only ones with the computer system to do so. I am unaware of any emails that *** have reached my office, and we are always willing to work with someone on getting them into a different vehicle.Unfortunately, sometimes it can be a little too late if payments are missed as we are at the mercy of banks and approvals. It does not seem that you went to Land Rover to get the transmission reprogrammed but did go to a local non dealership mechanic. I am sure his fix worked for a while, but he also cannot reprogram a transmission module.
  I looked back at the timeline. The vehicle was purchased in November and did not come back in until February with this issue, when it was here for the free oil change. The mileage when you bought was ******, the mileage when you brought it back to be looked at and have an oil change was ******. That is over **** miles in 3 months, which is above average. Upon diagnosis we were only able to duplicate a hard shift one time after multiple times before and after not being duplicated by **************. To check the fluid, you need a special tool not available to us, we looked up bulletins surrounding the issue and it as a known issue at Range Rover to be reprogrammed. There was no dash light on at the time of diagnosis. The customer also had an extended service contract that would have covered this fix. You were advised to take it to a Range Rover dealership to have it looked at and you did not do that. We have tried calling you but have not heard back. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 1/23/23/, we purchased a 2023 Buick Encore GX ST from Ocean Crest Buick. We are not at all happy with the way things were handled. We left the dealership with a packet of papers which we believed were copies of the sale documents. There were not copies of our signed documents but papers with no names nor original signatures. We did receive 3 sheets for DMV and a Motor Vehicle Purchase agreement. We contacted the Sales Manager multiple times before March 14 with no results. On March 14 I contacted the Partner/General Manager and spoke to her about our concerns, she promised to get back to ** by 5:30 that evening. In the next 2 weeks I contacted her office multiple times with no result. When I spoke with the General Manager I also requested an update on the extended warranty on the 2020 Buick Encore we had traded in and was to have been canceled, with the premium returned to us. Again, we have not received this refund nor have we heard back from anyone at Ocean Crest. I contacted General Motors then to get some help. They responded to that they had contacted the same Partner/Sales Manager who claimed they had sent the documents we had requested, but could do nothing else to assist us

• Initial Complaint

  12/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10/15/22 I got a purchase order for ocean crest to pay off my lienholder. They gave me excuses of why the loan wasn't paid off. "our loan officer was on vacation", "we had the wrong account number", "we had the wrong address for the bank to pay them off".The loan still hasn't been paid off. 12/04/22

  Business response

  12/15/2022

  The vehicle payoff had been sent off at the time of this complaint. We do our best to get them paid off quickly and get them to the bank. We are very sorry for your stress over this issue and it should now be resolved with the bank, we have not received title from them. So we are in a waiting game as well. It does look like the bank has cashed the check. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date : 11/12/2021 Called them 3 weeks after due to engine light pops out and we did an appointment to look what was the cause. December 17, 2021 they look whats the problem and said there was no problem or leakage while still under warranty. We want an honest person. And we found out after almost 7 months that their was a problem with the engine.

  Business response

  08/07/2022

  The customer came in 8 months ago and we diagnosed and fixed the vehicle to the issue at the time as it states in the customers supporting documents. The vehicle has not been brought back for any other issue since that original diagnosis and fix in December of 2021. In addition the customer has a warranty that should cover any issue with the engine. It cannot be guaranteed and since the dealership hasn't seen the vehicle since Dec of 2021 we cannot confirm that any issue it is having now is related to the fix we did in December of 2021. The customer did call in asking about their warranty and I did confirm they had a warranty and most engine issues would be covered. 
  

  We are more than happy to have the vehicle brought to us to be diagnosed and work with the warranty company to get it fixed. 

  Customer response

  08/09/2022

  Unfortunately, the **** escape 2015 has not performed well or the service was inadequate because the said vehicle doesnt work properly, the service wasnt performed correctly, I was billed the wrong amount, or something was not disclosed clearly or was misrepresented. And that we thought everything went well upon checked up. When we informed them that we keep refilling the coolant and their mechanic said there was no sign of coolant leak but told them it showed service engine light on and they said they just tightened the spark plug. We only used the vehicle for 6 months upon purchase and drove it ***** miles. We tried calling the dealership many times to get a hold with the sales representative to help us fix the issue but unfortunately the salesman already resigned and told us that we have purchased a good warranty for the vehicle. We asked the dealership if we could let them check our vehicle or fix it and they stated that they dont handle **** brand vehicles. While they suggested us to reach out a nearest **** services and told us we have a good warranty that could cover engine problems. We send our vehicle to **** and was inspected they told us about the issue. They quoted us ***** dollars to get it fix and repair due to engine failure. **** Repair services discussed about the failure and said that they have to replace the whole engine. The said warranty will not cover the whole amount which they have a ***** cap on what we purchased and we have to pay the difference out of our pocket. It was a frustrating situation we are going through. We are not using the vehicle almost 3 months and still paying its finance. We have wasted a lot of time and money to get things fix. 
  
  

   

   

   

  Complaint: 17633248
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************** *********

  Business response

  09/07/2022

  As stated the vehicle worked as designed from the last time we saw the vehicle. The fix we did in December of 2021 worked and we heard nothing more from the customer about the vehicle until April of 2022. Her warranty covers it and will cover the max ****** the policy does. Her vehicle is torn down at a different shop. It is their quote for fixing she is trying to argue with us about. 

  We have spoken with the customer during this complaint. The warranty she has will cover up to the max ****** of the policy. She is unable to bring the vehicle to our shop to confirm this complaint goes back to the original complaint and while both are engine components they may not correlate with the current failure.

  The ROs she has uploaded from us explain that we saw a problem and fixed it at no cost to the customer. At this point this complaint needs to be closed. Just because she doesn't accept the response does not mean that it isn't an adequate response. We checked the warranty for her and confirmed they approved up to the max ****** of the policy. Without this being an estimate through our shop, our shop labor rates, and the fact that we have not been able to see the vehicle since December of 2021 there is no further action we may take. 

  Customer response

  09/15/2022

   
  Complaint: 17633248
  
  I am rejecting this response because:
  

  We send our vehicle to ************ since they told us that they cant do anything about it and they cant handle the said vehicle to their services. They told ** that ************ should handle the Warranty and get it fix. We called this business many times and passes me to different people. And now we found out that my **************worker was also the previous owner of this vehicle and it was all the same issue. She told us the issue was all the same Starter and Transmission which they sold her a damage vehicle. She told us that she will give us the copies of the vehicle as she was the previous owner. We dont want to waste our money for this sold damage vehicle from us. All we want is take this vehicle. Or should be reported to Lemon law.

   

   

  
  Sincerely,
  
  *************** *********

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