ComplaintsforLove Buick GMC

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife purchased a used land rover from Loves buick with an extended warranty in January. On the first oil change, 3000-5000 miles, after purchase (from a separate company) we were told there is a slight oil leak that we need to monitor. So the next oil change from the separate company, 2000-3000 miles, we were told its gotten a lot worse and need to take it to the dealership. We then called and scheduled a maintenance with Loves. When I arrived roughly 2 weeks later (earliest appointment) they told me they cant work on that type of vehicle. That I need to contact a "jeep" dealership. I contacted Lugoff Jeep, and they told me I needed to contact Land rover. I then contacted and scheduled a maintenance with Columbia Land Rover. This was about a month wait so we parked the car to minimal to no driving and waited for the appointment. We drop the car off and a couple days later picked it up. I drove the range rover 3 times and the check engine light came on. I then could not get Land Rover Columbia on the phone for a week or so, so I filled out a maintenance form online with Land Rover Charlotte. They scheduled date is Oct. 22nd so about a month and a half out at the time. We then called Love buick and they told us to bring the car in they will work on it,they even lended us a rental. They then called us a little over a week later saying they need the rental back and there is nothing they can do for the land rover. We asked if there was a trade in option or anything we can do considering we have been out of a vehicle for going on 4-5 months now. They said they would not be interested in a trade in because the vehicle is broken and wouldnt be worth anything unless we fixed it. They also said they did help with lending us the rental for a week. That we need to return it asap and pick up the Land rover. As well as denying they sold us the vehicle that way.

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/10/05) */ The vehicle passed the initial inspection and the vehicle was serviced on a regular basis by Land Rover before we acquired the vehicle. The customer has been driving the vehicle for 9 months. We've never heard from this customer until this most recent inquiry (last week) where we were asked to take a look at the vehicle. We also have NEVER advised him to take the vehicle to a JEEP dealer. We did advise him, this past week, that the vehicle needs to be looked at by a Land Rover Dealer. The good news is that the customer purchased a Platinum Extended Warranty, which is the best that is offered. Certain vehicles; BMW, Mercedes, Land rover and even GMC's and Buicks Oftentimes have dealership exclusive special tools. These mechanical and diagnostic tools can help get to root problems on vehicles faster and more efficiently then trying to diagnose a vehicle problem without them. As far as being "out of a vehicle for going on 4-5 months now" We've never heard from these customers until just recently... So I don't understand that comment. As for trading it in... We would be happy to put a trade number on the vehicle, but we advised him that we would have to make a large deduction to it's value because we were unsure of what the mechanical problem is with the vehicle and extended warranties are not transferable to dealers. We would essentially be trying to guess how much the repair is going to be and reducing that amount from the vehicle's value. It just makes more sense for the customer to have the vehicle repaired at Land Rover. This will then allow the customer to get the maximum trade value from anywhere they choose. Unfortunately, we are not able to offer buying the vehicle back. The vehicle was sold 9 months ago to the customer with 50,187 miles. The vehicle now has 66,023 miles. I realize that the customer "claims" that they have not been able to drive the vehicle, but clearly they have been driving. The Carfax report does not show a single service on the vehicle since buying it from us. This may be an issue with the extended warranty company as they normally require some proof that the vehicle has been properly maintained. Consumer Response /* (3000, 10, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they keep track of phone calls or maintenance logs we had a scheduled maintenance with them this past summer. Which I showed up to, and was told they couldn't work on it because they didn't have the tools or knowledge. The dark haired, younger lady told me as long as I take it to any "Jeep dealership." They should be able to fix it if they are "competent". I even joked with her and told her if they didnt I was going to have them call her. I drive 88miles one way to work so that is 176miles. Not counting random trips. With 16000 miles added thats roughly 90 work days. I work 3 days a week sometimes 4 which would be the equivalent of 12/13 weeks. If I bought the vehicle in January, 12 weeks from then would add up to 4/5 months. Which would put us on track for when we called and scheduled the maintenance this summer. Which was a few weeks from the original phone call. I believe July was the month because we left and had to schedule with Land rover Columbia in August because of the wait list. We have been out of a vehicle since June. After the maintenance From Land rover where the diagnosed it for a plug. I drove the car to work, 3 days. Roughly 500 miles and the engine light came on. JR wholesale tires is the only place we have been for oil changes and and this is also the place that notified us on our first oil change there was a leak. We would be happy to follow up with them on dates and proof if necessary.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a brand new 2017 GMC Arcadia from this dealership a few years ago. I have since taken it back due to electrical and engine problems 5+ times. I've had my vehicle completely shut off while driving on the interstate twice. I was lucky enough both times to be able to veer off to the side of the interstate safely. Well this same thing happened again yesterday. I was able to get it restarted after about an hour. Currently my vehicle is sitting in my driveway and won't start. Every time I have taken my vehicle into the dealership with these issues, they say there is nothing wrong with the vehicle and yet I have several warning icons illuminated on my display screen. I've bought 5 vehicles from this dealership over the past 14 years and did not have issues with any of those vehicle. This current vehicle I've had issues with since I first got it and this dealership has done nothing to resolve/fix the issues. I have paperwork that validates these visits to the service department and their lack of resolving the issue(s).

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/29) */ Vehicle is scheduled to be towed-in today. We are aware of the customer's dissatisfaction. We are hoping to be able to trade him into a vehicle of his liking.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought in a Buick Enclave to Love GMC for repairs to the tune of $6,500. This included a new transmission, cv axle, hub, and brakes. When I received the vehicle, I noted a considerable amount of play in the steering wheel, especially at higher speeds. The steering was just fine when I took it in for the initial repairs. I took the car back the next business day, and was told that nothing was wrong and that the play in the steering wheel was normal. Now it feels dangerous to drive at highway speeds, and I am not comfortable driving around with my family in it. It was not like this before the repairs! I feel hopeless, defeated, and taken. The rest of the work that they performed was fine, but they messed up my steering in the process.

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/15) */ Please call us at: ************ and ask for Lance L*** and schedule a time to drop off the vehicle. He is aware of the situation and we are more than happy to look at the concern and see if we can find a resolution. Consumer Response /* (2000, 7, 2021/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I called Lance L*** as directed and left four voice messages over a three day period which were never returned. I called and finally reached him on 11/17/2021. Brought car back on 11/18 as discussed. The emergency brake was adjusted. Lance said that they bled and replaced the power steering fluid, and there was a small air pocket that was probably causing the problem. He said to drive it for a couple days and let them know. Unfortunately, I couldn't tell any difference after the repair. There's still abnormal play in the steering wheel that should not be there in any vehicle, especially a luxury vehicle. I'm just tired of the whole thing, and being so stressed about it is killing me. So, I'm giving up. They won. We'll learn to deal with it. I USED TO LOVE MY BUICK, NOW I LOATHE IT!

*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. ↩