ComplaintsforSunrise Buick GMC at Wolfchase, LLC

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a few recalls for my 2013 Chevrolet Avalanche for a passenger side Takata Airbag issue (photos attached). Took to Sunrise and not Serra since they did good work on wife's GMC. Spoke with Service Advisor and stated "There are no cracks in the Dash" since I knew my last Avalanche was cracked (when I purchased this truck I bought a dash cover to protect it from the sun). The advisor wrote up the repair to be done (photos attached) and I left. Got a call it was done, went to get truck and looked at the work and the dash was cracked (photos attached). I spoke with my Service Advisor and said it was cracked and left it to be fixed. A week later after hearing nothing and leaving messages for the Service Manager and Dealership Manager, I went to the dealer and it was still cracked. Surprisingly the Service Manager was sitting at his desk and I spoke to him about it and showed him. He stated they could fix that and I left again and received a call the next day telling me I could pick it up. The crack was still there but maybe the gap was a little smaller. That was his "fix" so I called GM's ********************* whereas they spoke with them and the dealer said they would split the cost with me since they did not know if it was cracked before (I told the advisor it was not and was not asked to sign any wavier stating it was). My cost would be mid $600, online the dash cost $400 retail so say $200 - $250 dealer cost and $350 - $400 service, does not sound like half to me. Besides, I did not break it, their service department did. I have not moved forward as of this point since I am so disgusted with the upper management at Sunrise ******** for their lackadaisical concern for their customers. Service Manager actually asked if I took pictures of the unbroken dash before I brought it in, is this what it has come to, to have services done to your car, it seems this is the standard for Sunrise. I suggest going somewhere far from the Sunrise group for anything you need.

  Business response

  05/21/2024

  We did perform the recall to customers vehicle as stated in the repair order.  Customer has a carpeted overlay on top of dashboard assembly ( see the black velco strips in customers attached pictures).  Service advisor did not remove the carpet cover to inspect for cracks prior to recall being performed.  The vehicle is ********************************** these vehicle are known for cracking due brittle material dash is made out of.  We removed the passenger side air bag and replaced the recalled parts and reinstalled the air bag assembly.  We didn't purposely or neglectfully damage his dashboard while performing this repair.  Customer opened a GM customer assistance case and GM did offer the customer a 50/50 split on repairs to replace the whole dashboard assembly, parts and labor came out to $ 1200 for replacement and customer would be responsible for $ 600 plus tax for his part of repairs.  The crack in his dash does not have an easy fix other than replacing the entire dashboard assembly.  

  Customer response

  05/22/2024

   
  Complaint: 21735725
  
  I am rejecting this response because: Everything you stated was true but there is not a carpet on the dash, it is a made to fit dash cover to help prevent the dash from cracking due to sun baking it. The purpose it was installed was to prevent it from cracking, not to hind a crack. I did contact ** to complaint, and you did offer a 50/50 split on the repair. I replied that if that was what you wanted, I would take a check for your half and have it repaired at a Non-** dealer and you declined that offer. I think during this whole process you seem to have forgotten it was your mechanic that broke it. I have not outright heard you state that it was broken and that I am lying about this, is this what you are stating by offering a 50/50 split? You also did not reject the fact that I told your Service Advisor that the dash was not broken, is this my fault that he did not check it? I would hope you would do the right thing and repair or replace something that your dealership damaged. Age of the vehicle and concern for the part should have nothing to do with this, if you had me repair something for you in good faith and I broke it, you would expect me to fix it. Since I am getting tired of trying have you do the right thing, I will give you the offer I gave you before, you can cut me a check for the $600 dollars, which you are saying is half of the repair and I will take it to a repair organization of my choosing or fix it myself. You have damaged the creditability of the ** and Chevrolet brand as well as the Sunrise Dealership name and I will be sure to pass on your remakes to the ** Complaint department on the quality of their products and how you represent them.
  
  Sincerely,
  
  ***********************************

  Business response

  06/17/2024

  *******, 

  I am truly sorry that you are having issues with your dashboard. Unfortunately, GM has known about this problem for a number of years. 

  We are required by law to fix open recalls with the manufacturer. When completing this recall, my mechanics are trained to be extremely careful with the fragile dashboards. In fact, of the two mechanics that are trained to do this recall, both have older trucks with this same dash. 

  I can't go back and figure out who exactly cracked the dash, or if it was just time and the natural elements that caused the dash to crack, like virtually all trucks made during this period. 

  I felt that GM was very fair in offering you a $600 credit to get a brand-new factory dash. I believe this visit was your very first visit into our dealership- not sure if you get your truck serviced at another GM facility or not- but GM is actually trying to save you as a customer by giving you $600 of goodwill. I realize that it is not the answer you are looking for, but we will stand behind the $600 that GM is willing to give you and only charge you $600 for your part to have it installed. If you would like to go elsewhere and get it fixed, the dealership can offer $200. 

  I hope you find this compromise to be fair. I understand that in the end, nobody is very happy about the situation, and you have made it very clear of your plans to let other people know about your predicament. We strive for great customer service, and we have been in ******* for 35 years doing just that. 

  Thanks for your time, 

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

  General Manager

  Sunrise Buick GMC at Wolfchase

  Customer response

  06/23/2024

   
  Complaint: 21735725
  
  I am rejecting this response but will submit a counteroffer.

  Since it looks like will neither party will ultimately get what we want, would you be willing to supply me with the new dash and I will have it installed?

  This sounds like a learning experience for both of us; I will learn to take pictures prior to any work being done to anything I own and discuss reparation procedures if results are not meet. I would hope you would incorporate a wavier (I was told this should have been the procedure from GM) for the customer to sign to indicating if something is damaged prior to repair as well as documentation on what is not covered (as in the "event something is broken or damaged...") when doing a repair. I was basically accused by your Service Manager of having a cracked dash prior to the air bag replacement, it was not, and I told your Service Advisor the same thus the reason for all of this.

  I did not appreciate your company's lack of concern during the time of the event whereas I left you messages to contact me; this probably could have been mostly avoided if you had. Your organization appears to me to be of the type where "maybe the customer will give if no one replies" so you don't (as noted earlier in another conversation whereas you and your Service Manager never contacted me about this situation).

  By the way, my vehicle had never been serviced in your dealership because I purchased it Georgia because of the low mileage and pristine condition that the vehicle was in that I could not find any closer that. I have had company and my spouse's vehicle serviced at your facility with good results thus the reason I took my Chevrolet to your GMC dealer and not the Chevrolet dealer down the road.

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

  Business response

  07/11/2024

  I am truly sorry that we have not lived up to your expectations. Unfortunately, we are not able to do more than what we offered last time. This is a known issue with GM and we are extremely careful when we perform this recall. Without knowing for sure if we were the ones that cracked the dashboard, I feel that the offer we made was fair. 

  I hope you will consider our offer but also understand if it does not work for you.

  Thanks,

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

  General Manager

  Sunrise Buick GMC at Wolfchase

   

  Customer response

  07/16/2024

   
  Complaint: 21735725
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  Business response

  07/16/2024

  I don't know if there was more to your message. All I can see it that you rejected my offer. I'm sorry to hear that. I was hoping we could come to a fair agreement. 

  Please let me know if there is anything I can do to help. 

  Thanks!

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

  General Manager

  Sunrise Buick GMC at Wolfchase

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint concerning the 2024 GMC Terrain Denali that I purchased on February 25, 2024. Since acquiring the vehicle, I have encountered persistent issues that have significantly affected its performance and safety.On Saturday, April 27, 2024, while en route to an event, my car suddenly experienced deceleration and displayed an alarming message stating ************* is Reduced." Despite attempting to accelerate, the vehicle was unresponsive and only allowed limited speed, causing concern and inconvenience. I managed to reach my destination under duress. Following this incident, I promptly brought my car to the Wolfchase Sunrise GMC ****************** on Monday, April 30, 2024, for assessment and repairs. Upon retrieving my vehicle on Wednesday, May 2, 2024, it was indicated that the service team could not replicate the issue I had reported. Unfortunately, the same problem recurred on Thursday, May 9, 2024, a mere week after the purported repairs, indicating that the initial service was ineffective. In response to these ongoing issues, I requested to speak with a manager but encountered difficulty in reaching the appropriate individual, resulting in delays and frustration. I firmly believe that the recurring issues with my vehicle qualify it as a lemon under the Tennessee Lemon Law. Despite assurances from the service manager that my case would be prioritized, I have not received any updates regarding the status of my vehicle as of today, Monday, May 13, 2024. This situation has left me without a functional vehicle for five days, which is unacceptable for a brand-new car that should not be experiencing major mechanical issues within the first few months of ownership. I am seeking a prompt resolution to this matter, including a comprehensive diagnosis of the problem and appropriate repairs or replacement of the vehicle if necessary.

  Business response

  05/14/2024

  ******************,

  As you are aware, the warranty on the vehicle is provided by **************.  Sunrise would not be involved in any Lemon Law issue, and we don't have the authority to start that type of process.

  Sunrise does have the responsibility to repair your vehicle to the standards set by **************.  As you stated, on the first visit we could not duplicate any issue with the vehicle and found no problem with any of the operating systems.  We released the vehicle back to you and explained that we could not duplicate any issue.  As you also stated, it was several days before the issue duplicated with you. On this current visit we were able to pull codes that identified where to look for the problem.  ************** has a new bulletin out that describes the issue you are having, and we were able to verify the concern.  We have a valve body and solenoid ordered to repair your vehicle. The issue identified and described in the bulletin relates to the transmission.  The solenoid will be here soon, but the valve body is on backorder with **************.  We will continue to look for updates on the parts availability and update you as we get information.  

  Please don't hesitate to contact us at any time and we will provide the latest information on parts availability, and we will continue to update you as we have information.  

   

  Keivn Wheeler 

  Customer response

  05/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  *******, TN 38127

  
  

  Customer response

  05/14/2024

  Will a courtesy car be provided until the car is fixed? At this point I have no transportation and have to be able to go to work.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a new car owner who knew nothing about buying a car and for me to just go up there thinking they were genuinely going to help me out they didnt. The sales lady made it seem like the the loaner who loaned me the money told them that I only had an option for one vehicle and that didnt seem right to me so I asked can I look at something else and she told me no that was my only option. The truck is too small for me and my kids and I told her that several times before even proceeding to buy it. Later that day I had to call them because the front driver side light was out but they did fix that then the key pad on has 2 buttons to work and they did nothing about that. Then I sent it back up there to the dealership because it keeps jerking while going into second gear, when I bag up or take off and they told me they didnt see anything wrong but the problem is still there. Also the drivers side seat doesnt work and they told me to get it fix I would have to come out my pocket 3000 and my extended warranty isnt up. Note for first time buyers please inspect the vehicle before purchasing because they did me wrong and they just wanted to hurry up and make a sale. Also a lady called me asking me how was my service and I told her that nothing got fixed and she told me she would try and find me a rental( which they claim they dont provide) so I can get my truck fixed and I havent heard from her again.

  Business response

  05/17/2024

  ******************,
  
  I'm so sorry that you have had some issues with your new car. When we sold you the car, we showed you a couple of different options, but this was the one that best fit your budget. 
  
  As far as the transmission issues are concerned, we would be happy to look at it to see if we can get the problem to happen while it is here on our lot. You do have an extended warranty, so that should cover any major issues. It sounds like the power seat is not covered under the warranty- we would have to look at it to see if we can fix it and help you out. 
  
  Unfortunately, we currently don't have any rental/loaner cars for our customers. If you do have a serious transmission issue, then your extended warranty should cover the cost of a rental car. 
  
  We would be happy to set up an appointment for you to have our service department look at your vehicle. Give us a call anytime. 
  
  Thanks!
  
  ***********************
  General Manager
  Sunrise at Wolfchase
  ************ 
  ******************************************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2017 GMC Denali on February 23, 2023 from Wolfchase Sunrise GMC. It was financed through a lender *************** We refinanced with someone else on April 14, 2023. the contract was paid in full which included a Gap contract for $1,500.00. We have been trying to get our GAP refund. Sunrise HQ in ************ keeps telling ** they are not responsible for refund and to call *************** When we call Ally they tell ** it is Sunrise's responsibility to issue ** our refund. It is now June 01, 2023 and not one these company's are taking responsibility to issue ** our refund. They just keep pointing the finger back and forth to each other. *************************** at Sunrise says it is **************'s place to pull the funds back from Sunrise and issue ** a check. ************** told ** that Sunrise accepted responsibility on a ********** option B, sent to them by a *************************** and ********************* to issue refund. We don't care who issues refund. This is bad business for consumer to go back and forth between financial and dealership passing buck.

  Business response

  06/02/2023

  Mr, *********,

  After further investigation, there was a miscommunication with Ally, and Sunrise will issue the refund to you. We have not received the money back from Ally to issue the refund yet. We expect to receive this money in June and will contact you immediately. We apologize for any inconvenience, but it usually takes around 2 months to get these cancellations processed and refunded.

  Thank you,

  ***************************
  Office Manager
  Sunrise Chevrolet Buick GMC
  Ph. ************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 ***** Malibu on 05/15/2022 I was told that the vehicle would be a reliable car. The first issue I started to experience was that the on star did not work. I immediately informed *********** *********************** he did attempt assist as much as he could the management informed him that the model of my vehicle did not get an update with onstar and therefore I would not be able to use the feature. One month after that I started to experience issues with the vehicle constantly cutting off, the gear assembly went out which caused me a lot of out of pocket expenses. I have attempted to trade the vehicle back with Sunrise. I have had conversations with the managers ****, and *****. A resolution has not been provided. I understand my credit situation but a customer should not have to feel over burden with a vehicle that was purchase 1 year ago.

  Business response

  06/21/2023

  **************, 
  
  I am so sorry that you have had some problems with the car. We strive to sell the best used cars we can. We have multiple touch points here at the dealership to ensure that we provide our customers with a quality product.Nobody (including us) wants to have problems with a car after buying it. 
  
  Unfortunately, after you bought the 2015 Malibu, it had an issue with it cutting off. After bringing it to us a few times, we finally diagnosed it correctly and the fix was a new battery. The car was going into an AutoStop mode because the battery was too low on voltage. We replaced it on 12/19/22 at no cost to you. 
  
  After that, you had a check engine light pop up. We found that we had to adjust the shifter linkage and gear assembly. Again, even though you were out of warranty, we took care of it at no charge to you on 1/17/23.
  
  As far as we know, you haven't had any more issues with the car. I realize you aren't completely happy with the car, and we have attempted to trade you out of it a few times. Unfortunately, with the amount that you currently owe on your car and your current credit situation, we weren't able to get any of our lenders to agree to finance a different car for you. If you could keep your car and continue to make on-time payments for another year or so, I would think that your credit score would improve enough to not only get a newer car here, but that any dealership would be able to work with you. 
  
  Please let me know if I can help in the future. 
  
  Thanks,
  
  ***********************
  General Manager
  Sunrise Buick GMC at Wolfchase
  ******************************************
  ************ w

  Customer response

  06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  ********, ** 38135

  
  

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 02/23/2023 we purchased a 2017 GMC **** SIERRA ****** from Sunrise in ******** **. We were trying to finance thru our credit union but, it was late in evening and the salesman said why wait for credit union we probably can get it financed thru our lenders. So since it was late in the evening and we went with one of their lenders with the understanding that we were going to still seek refinancing with our credit union. We informed the salesman that were going to refinance in 2 0r 3 days with our credit union also told finance person that we lived in ****** County not Shelby County. We are transferring our tag to this vehicle so the credit union has asked for the vehicle's registration. I called Sunrise and asked about the official registration and was told 2 or 3 days later that paper was sent to Shelby County for processing not ****** County. Now is is costing ** $25.00 per day for interest with this financial company. It is now four (4) weeks since we signed contract for the vehicle and no resolution. Received letter from financial company today that originally they declined our application based on terms submitted but, agreeable to modified terms they sent back to dealership. We were never informed about any term differences. As far as this deal we will return their vehicle and retrieve our trade in from dealership. We are retired and can not afford to be paying this high daily interest rate. It was late and the salesman said to pay a note and then ask the financial company to refinance the loan for us. I have called title clerk several times to be told that Shelby County has buckets of backlog to process.

  Business response

  04/11/2023

  Mr. and **********************, 
  
  I'm so sorry it is taking so long to get your registration. That was obviously our fault after you told both the salesperson and finance manager, and I'm sorry we failed to handle that request properly. 
  
  I believe my finance manager, *******************************, contacted you yesterday about your concerns. According to *******, it sounds like we are getting everything taken care of for you,including a valid registration and getting any and all necessary paperwork over to your credit union so that you can refinance the loan. 
  
  Please feel free to reach out with any other concerns you may have. 
  
  Thanks, and have a blessed day!
  
  ***********************
  General Manager
  Sunrise Buick GMC at Wolfchase
  ******************************************
  ************ w
  ************ c

  Customer response

  04/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  135 **************************

  Millington, ** 38053

  
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The same day I bought this car and drove 2 miles down the road, the check engine light came on, I went had to AutoZone do a diagnostic and it said to change the oil pressure sensor, then I took it to the mechanic to have that work done and the mechanic said it needed a motor! I hadnt even driven the car a good 10 minutes. Sunrise claims it passed their inspection, but I believe they reset the check engine light and others. They have looked at the vehicle also and now have said it needs a motor, but theres nothing they can do about it. I went here, because someone stole my other vehicle and its never been recovered and now I just got robbed again.

  Business response

  02/07/2023

  ************, 
  
  First of all, I am so sorry that you are having some major issues with the car. It is not our intention to sell a bad car and I'm sorry that you have to deal with this. 
  
  This particular vehicle went through our service department with no major issues, other than needing a lower control arm.  When we first received the vehicle back in November, we spent close to $1,000 to fix the lower control arm before putting it on the lot to sell. For almost 35 years, it has always been in our best interest to wholesale a vehicle as soon as we realize that it has major issues. The dealership felt that it was a decent vehicle, which is why we spent the money to fix it before attempting to retail it. If we had known that it was going to need an engine, there is no reason why we would have spent close to $1,000 to recondition it. 
  
  Of course, there are always risks to buying a car with over ******* miles. We believed that this car would serve someone well. We do have a record of when you brought it back to us with the check engine light on, and we did find that it had some internal engine damage. You brought it back to our service department almost a full month after buying it from us, on 1/4/23. 
  
  I have talked to both the service manager and the sales manager, and we would like to assist you with the expense of replacing the engine.  
  
  Thanks, 
  
  ***********************
  General Manager
  Sunrise Buick GMC at Wolfchase
  ******************************************
  ************ w

  Customer response

  02/17/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to sunrise wolf chase the last of this month i was addressed when i pulled up by the manager who then connected me with his sales person by the name of ******* and instructed him to show me some vehicles while walking to the vehicles ******* was making conversation asking me how much money i was going to put down and so on i was informing him he could just show me the vehicle because I don't know what i was going to do until I found what I wanted he said hold on walked off then another sales man walks up to me i was like what happened to ******* he didn't explain he said im going to take care of you i then thanked him and said that's ok I don't want anything I don't like to be handed off from person to person as i was proceeding to my vehicle the manager says let me handle it I said nah im going to leave because that offended me he said in his defense he got in trouble with his manager for showing a car i said you paired him with me he never said anything and the more professional way would have been to explain if that was the case and then introduce the other person and say he going to help you but i wanted you know why i couldn't that never happened anyway my point was it was unprofessional rude and disrespectful to me as the customer had i been a man would that have been the same way made me feel like i wasn't important i was just a nobody horrible experience they said they were going to take care of me but they did not broken promises

  Business response

  12/02/2022

  I am so sorry you had this experience with us. We try to make it an amazing experience for every person we come in contact with but sounds like we fell way short of expectations here. That employee is no longer with our organization and again I apologize for your experience. I am happy to help in any way that I can. My name Is ************************* and my cell is ************  Thank you so much for the opportunity

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was placed in the shop may 18 of 2022. I gave my issues (a leak and running hot) and was told that after diagnostic, I needed a water pump and thermostat which would cost roughly around 2k. I paid it, with no problem and got my car back. Not 12 hrs later the car ran hot again. I explained to my service tech and he said please bring the car back. I did and was told this time oh its a head blown and sorry we missed it the first time we figured the leak came from the thermostat. I was told by the service MGR that because of that my car would be fixed no charge. It is now July 11 2022 and I dont have my car. I have called, left messages, I have even popped up and still nothing. I explained that I have a family vacation that has been paid for and I need my car. As well as to get to work everyday and take my children to daycare etc. And still cant even get a call back. I asked to see my service ticket showing me a part was ordered and I was transferred to a ladys vm. I have came inside and asked for a time frame to be told my part was shipped and would be fixed in a week once that part arrived , and yet Im still waiting 3 weeks later.

  Business response

  07/27/2022

  **************,

  We have replaced the cracked head and head gasket on your vehicle.  We have test driven the vehicle and the repairs are complete and ready for pick up.

  Thank you,

  ***********************
  Service Manager
  Sunrise Buick GMC at Wolfchase
  Ph. ************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MAY 2022 PURCHASE , PAID $22,00 PLUS CASH ,had the 2017 GMC SIEERA **** about 1 WEEK before the service engine light pops on , took the truck back to the wolfchase location ,the mechanic check out the truck report is that the engine needs to be broken down . , sent the truck to another shop , the same response . when back to GMC they had me to look at another truck for$12,000 more money as this day GMC have the truck checking it out again as of May 25,2022 haven't heard anything

  Business response

  06/02/2022

  **************,
  
  The technician is working on your vehicle currently. He is disassembling to the cause of failure.
  
  After the cause of failure is determined we will be able to provide an estimate of the repair and what we will be able to do to assist.
  
  We should have that information this week.
  
  *************************
  Fixed Operations Director
  Sunrise Chevrolet Buick GMC
  ************
  
  

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