ComplaintsforPaul Masse Buick GMC South, Inc

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a 2016 GMC Acadia with less than ****** miles that I bought brand new from a dealership. The check engine light has come on multiple times in the past 6 months. I brought it to **** Masse in June 2023 and hooked it up to the diagnostic. They did not know exactly what was wrong with it, so they fixed a bunch of things which cost me $2,200. 3 months later, the check engine light came back on again. This time they're telling me the repairs cost $3,725 and it's related to this bulletin (***********************************************************). I opened a case with GMC corporate to cover the cost since it's a known issue with the vehicle. I have called every day to come to a resolution, but there is zero sense of urgency. I've been without my car for 3 weeks and just now, they're telling me that my car VIN is not covered under that bulletin, so I need to pay for it out of pocket. None of that makes sense because they are using the bulletin to diagnosis and fix the car. Corporate said if my VIN was under the bulletin, then it would be 100% covered. The bulletin says ALL VINs are covered, but they aren't honoring it.

  Business response

  10/21/2023

  I have spoken to ********************************  She is aware and understands that these 2 repairs were not related.   We even noted originally that this issue was going to be a potential problem in the near future.  ****** agrees that it is not an issue with our dealership but more the fact that this vehicle has low miles and believes ************** should do something to assist.  We have spoken to GM representatives on ******'s behalf and they have agreed to reduce the repair price from $3700 to $1500.  We have spoken to ****** and she is happy with this resolution.  Parts have been ordered and the repair will be completed soon. 

  Customer response

  10/22/2023

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I sincerely appreciate what the business had done on my behalf.
  
  Regards,
  
  *******************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an 85k new truck under warranty for 36k miles. ** 36k miles. Ive had two issues. My automatic steps no longer work. I brought the truck to them to have the issues resolved. They said for the first 5-6 months they could t get the piece to fix it. ** the 8 month **** I called back to check the status and they said they had no record the parts were even ordered. Even though I spoke to the service manage 3 times. Saying he was on it to get the parts. ** this point Im now over 36k miles and they still wont fix the issue. Im now over the warranty since they took so long and cant get an answer to have the part fixed.

  Business response

  09/27/2023

  We have reached out to the customer(no response yet) and the supplier/manufacturer of the power running board.  It is our goal to assist the customer in having this failed component covered by the manufacturer and we will assist them in getting to this end result.

  Customer response

  09/28/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 29th, my 2019 **C Canyon Denali was dropped off at this dealership for three issues: 1. a shimmy in the steering wheel when the brakes were applied. 2. There was a rattle in what sounded like the front passenger door panel. 3. There are multiple paint scratches around the vehicle.At approximately 9 a.m., I received a phone call stating that I needed $1000 in brake pads and rotors front and rear. Seeing as how I purchased this vehicle 7 months prior, I found this to be odd. The vehicle had a little over 26 thousand miles on her the day she was purchased and had 43 thousand miles the day I dropped her off. I bought the highest priced extended warranty available for peace of mind.At approximately 4 p.m., I went to pick up the vehicle. I was told that the rattle was fixed, the scratches needed to go to a body shop (which they have), and was told again that I needed $1000 worth of brake pads and rotors. I explained how unhappy I was to the service department. They redirected me to the sales department. The sales manager said there was nothing he could do.At approximately 4:15 p.m., I left the dealership. Immediately upon driving off the lot, my "Hood Open" alert came on the dash. I pulled over as soon as possible to shut my own hood and took a picture of the alert. At approximately 4:30 p.m., I received a phone call that there had been a "miscommunication" and I did not need the rear pads and rotors. However, this individual let it slip that they "turned the rotors" vice replacing them before selling the vehicle. Having grown ** in the automotive industry, I find this to be a poor way of handling a situation. Selling a vehicle is easy; it's how you take care of the customer after the sale.I have since had the front and rear rotors and pads replaced at a cost of $600 in parts alone.This dealership came highly recommended to purchase a vehicle from.*Note*: This vehicle passed the ** 150 point inspection.

  Business response

  08/16/2022

  To whom it may concern--

   

    Paul Masse Buick GMC South sold **************** a Certified Canyon in December of 2021 with approx ***** miles, at that time **************** had no concerns with the brakes or mechanical condition of the truck, approximately ****** mile later, **************** complained of a brake pulsation to which we diagnosed as needing new rotors and pads, which is routine service on a vehicle and varies based on driving habits. **************** spoke with our General Manager, *****************************, who attempted to accommodate **************** by offering the brake pads and labor at no charge, to which **************** declined.

    For a valued customer, and as a good will gesture, ******************** would agree to refund **************** $300 for the repairs he had done else where, with proof of purchase.

   

  Customer response

  08/16/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  At no point were the pads and labor offered as free. I was told that only the front needed to be done after I complained to the sales and service manager. I was told that the front pads and rotors were $550. After I said no to that, the pads were offered at a discounted price but the total was still $550. The fact that the rotors were resurfaced vice replaced is a terrible way of doing business. Your service department never looked into the paint scratches as I requested and the door panel rattle is still present. For being such a valued customer, it sure feels like the opposite. 
  Regards,

  *******

   

   

  Business response

  08/17/2022

       Paul Masse Buick GMC South would be more than willing to look at all ******************** concerns at his convenience and stand by our offer to reimburse him $300 for the work he had done elsewhere on his brakes, provided he supplies us with a paid work order. ***************************** our General Manager would work with *************** personally.

*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. ↩