ComplaintsforChevrolet - Buick - GMC - Cadillac of Murfreesboro

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my vehicle 2024 Buick Encore GX on Feb, 8 2024 for an issue with a vibration in the engine area. I have been getting the runaround from the dealership followed by numerous excuses. It is now 3/5/2024 and the dealership is still giving me delays and excuses. I was provided a loaner vehicle and had an issue that resulted in the dealership charging me over $500 for two tires. I have been in contact with the service manager, the assistant service manager and most recently the general sales manager. I am tired of the excuses I want my vehicle fixed and I want to be refunded for the tires that I was charged for. This has by far been the worst experience I have encountered with a dealership. I was also never provided a receipt for the charge to my credit card since it wasn't my car.

  

  Business response

  03/06/2024

  On 2/9 ************************* vehicle was dropped off for repairs with a vibration concern. After performing diagnostics, it was determined we would need to get GM (TAC) technical assistance involvement to decipher the cause of failure. This takes time to perform the steps needed to determine causal failure component. The causal failure was determined to be multiple engine mounts, a warrantable repair at no cost to the customer. The parts were ordered on 2/13 and arrived on 3/1. The mounts were installed and the vehicle was test driven to verify repairs. While the vehicle was in the shop being repaired multiple managers spoke with ****** father ******************************* and assured him we were following industry standard repair procedures to resolve the issues. ******************************* acknowledged his son ***** damaged the tires on the loaner and is responsible for the cost associated with the repairs. The invoice with repairs performed would be emailed to ***** of which he agreed to upon picking up his vehicle on 3/5. ***** never expressed any concerns for the work being performed the timeframe or the tire damages cost associated.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst ********************* service ever for me. 3 months ago I bought a vehicle here, and the truck had multiple issues. The key remote would not work, the bluetooth was also not working properly, the car was also making a weird noise on the bottom of the exhaust pipe. I tried to take it back so I could trade in for another vehicle but they've told me the value had gone down because of the mileage I had put in the car. I drove the car to Vegas for a vacation to give it the car a try for a few days. They would not fix these issues. 3 days ago the car started to smell like sulfuric acid which is highly toxic, it was coming from the battery, and the smell was very overwhelming, I started to feel light headed so I had to pull over before going to the hospital. Turns out the battery was bad, the car is not even 3 months old since I bought it. I had to buy a new battery after. I will be putting a legal motion in rutherford county againts GMC Chevrolet Murfreesboro and his owner first thing on monday. I see other customers complaints with similar issues. Enough is enough..

  

  Business response

  01/17/2024

  This vehicle is a 2021 Buick Encore and was purchased as a certified pre-owned vehicle.   The concerns, other than the battery issue, *** all have a warranty coverage to resolve the condition.   Certified warranty coverage is in effect thru 3/26/2025 or ***** miles, whichever comes first.  The battery warranty expired with the base warranty period at ***** miles.   The current miles according to GM service workbench at 2:20am on 1/17/24 are 38178.   The vehicle was sold 11/15/23 to this guest with ***** miles.   Our dealership has no record of the vehicle returning for the factory required maintenance that was due at ***** miles, or at the 37500-mile interval either.  In review of a Carfax report run today at 3:36pm, there is no record of this vehicle having been serviced at an ASE certified facility since purchase either.  The battery was clearly operational upon purchase, as it would not have been trouble free for the ***** miles driven since it was bought by this customer.  If this vehicle had been serviced by our dealership, or any reputable ASE certified facility at the 2 scheduled maintenance intervals, any developing issues with the battery would very likely been identified prior to the customer experiencing any leakage and subsequent smells.   Additionally, after driving close to ***** miles since purchase, the vehicles value has diminished, and as such will hold a lower resale value.  The customer must understand that there is a cost to ownership, and the use of any vehicle new or pre-owned will decrease with accumulating mileage.   We can schedule an appointment to diagnose the remaining concerns aside of the battery should the customer see fit to do so, and potentially repair them under the certified pre-owned warranty if covered, provided they do so before 3/26/2025 or ***** miles accumulate on the odometer.   

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** Lyriq Cadillac on October 14,2023 from your dealership. Not even a month after our purchase. The car had to be put into service because the entire dashboard lit up with service notifications and shut down completely while driving on the interstate. You can imagine how scary this can be. The vehicle has been in service ever since November 6, 2023 and your technicians cannot find what is wrong with it. They even flew out the engineer that designed the vehicle the week of thanksgiving . It has been well over 30 days. Your sales manager ******************* and sales rep ******** have been of no help. Every time we call them or go into the dealership, They will not take our call or speak to us. We purchased a new vehicle and made the mistake of purchasing it in cash. It has been in service for over 30 days. To say the least, our service has not been the best. We have inquired about a buy back but are only being offered 55k which is way under the price we purchased and have not been able to enjoy. It doesnt even have 100 miles on it. I know the ****************** has a law that if after 3 service repairs for the same issue and/or after 30 days in service the vehicle is eligible for a buy back at full price

  

  Business response

  12/13/2023

  it is my understanding that this customer negotiated and agreed to terms, selling the vehicle to this dealership on Monday 12/11/2023.   The vehicle has changed ownership at this time as per the customer's choice to do so.   Our service department had finalized repairs and verified completion, communicating a scheduled date of 12/13/23 upon which return to the customer would take place.  The customer choose to sell the vehicle to our dealership and sever ties with the vehicle.   

  Customer response

  12/13/2023

   
  Complaint: 20991484
  
  I am rejecting this response because: we had no choice to accept these terms ** each week that goes by. Yall were reducing the amount by 1k not to mention all the money and time lost on this vechicle and never did anything to resolve the issue in a timely manner. This is the worst customer service i have had. Definitely not getting my business ever again. The vehicle was in service for over 30 days and by the lemon law. You had the responsibility to buy back the vehicle but we see how shady this business is
  
  Sincerely,
  
  ***************************

  

  Business response

  12/16/2023

  our apologies that you even went through this situation, but at no point were you obligated to sell your vehicle to the dealership, nor did anyone here encourage you to do so.  in fact, we were continually advocating for you with gm, and communicated such to you.  we were working with the manufacturer to obtain satisfaction on your behalf and were poised to receive rewards points that equate to dollars for spending at gm dealers nationwide, as well as likely car payment/s due to your being without the vehicle.  we attempted to provide alternate transportation as well, but your lack of having a driver license prohibited us from doing so.  we requested and worked with a field engineer from gm to accelerate the repairs on the vehicle as well.   the situation was unfortunately between you and gm, and not you and the dealership since it was a manufacturing issue and not a dealership service or sales related problem.  we worked for you as our customer to the best of our ability given all of our resources available.  when here at the dealership on Monday 12/11/23, you were advised by our service manager that you could expect to retake possession of the vehicle on Wednesday 12/13/23, at which point you turned to the salesperson and said you don't want it and chose to sell it to the dealership in lieu of taking it back.   we are sorry that you experienced such problems with the vehicle after purchase, but these issues were manufacturer related exclusively.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was haveing a prob with the key FOB's on my wife's 2014 Cadillac. I called the dealer and the set up a appointment for 11/02/2023. I went there with 3 FOB's to be reprogramed. After a few hrs they said 2 FOB's were all set but one was no good. I sad that was fine. We paid $98.78 and took the car home. That weekend we had the same issuis as be for son on Mon 11/06/2023 we went back. We told ***, the service rep what happened. He took the car and came back 30 mi later and said it was all good & both FOB's battries were reading 3.6 volts. So again, we went home only to have the prob again. called on 11/17/2023 and again was told to bring it in. This time we droped it off on a Sun so they could see that the prob was mostly a AM issue. He kept it for 2 days and said all it needed was new batteries and all is good. This time we paid $154.31 for 2 battries that *** said read 3.6 volts. I really think I shouldn't have to pay twice for a prob that all along they said was good. Also, I had to make 3 trips to them and that's 55 mi round trip for a total of 165 mi and that's not even counting my time. I have a Cadillac dealer 5 mi from my house and only went to them because that's where I bought it from.

  

  Business response

  11/30/2023

  we have attempted to reach this guest and discuss their experience.   The guest replaced their own remotes, from an unknown source, which failed shortly thereafter.   we have no idea where they were obtained, the age of them, or the quality of the batteries.  we were able to test the operation of the remotes after programming them, to which they were fully operational as stated by the customer.  when these batteries are weak, they typically will lose communication and experience the same symptoms the customer expressed.  we were able to confirm bad batteries finally, and as such charged the customer for replacement since we had no involvement with their original replacement.  there are costs associated with these repairs, which we could have potentially waived had we been involved from the start with battery replacement. 

  Customer response

  12/01/2023

   
  Complaint: 20909357
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  12/04/2023

  On 11/02/2023 I went to dealer with a key FOB issue. I brought 3 FOB's the be reprogramed. I left the car and came back a few hrs later & the service rep ******************* said 2 of the FOB's were al set but was was no good. I said that's fine as long as I have 2. We paid $98.76 at this time. We went home & the car sat in the garage for a couple days. When we went to use it only 1 FOB worked. This was a Sun so I waited & called **** on Mon & he said bring it back & they would take care of it. We went back on Mon, and he took the car for about 20 min & came back and said they were both working fine. This time there was no charge. Again, we went home and parked it & again a couple days later we went to try it and the same prob. I called and requested to talk to the service manager. I got a gentleman and he said he would be sure it was done right this time and assigned me a new service man *********************. We went back again on 11/21/2023, mind you it's about 30 mi each way. When we gt there **** took it for a few hrs and said all they needed was new batteries and there all set. Now he had the car for 2 days to make sure they were good, This time we had to pay $154.31. Now to me this is very bad business, I had to make 3 trips for a total of almost 300 mi. & all thet needed is a couple of $5 batteries. I would say their service **** need some serious help. This is no way to treat a customer who bought the car new from them. I will have a hard time going back to them now. 

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

  

  Business response

  12/07/2023

  in the interest of customer satisfaction, I would be willing to offer an in-house credit of $100.00 towards future services here at our dealership.

  Customer response

  12/08/2023

   
  Complaint: 20909357
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  12/08/2023

  We provided services per your request, for which payment is required.   Since the batteries you installed ended up being faulty, specifically qualified by the replacement of them and their continued proper operation at this point, the unfortunate truth is your component was the reason for the continual problem you were experiencing.   I am genuinely interested in resolving this situation amicably, however I believe it is fair to say we did what we were asked to do, and that the end result of needing new batteries did not occur due to a defective part we installed.   Other than a full refund, what are you willing to consider?   Based on the statements above, I am not of the opinion we owe you a refund for the work performed but am willing to discuss resolution in the interest of your satisfaction. 

  Customer response

  12/11/2023

   
  Complaint: 20909357
  
  I am rejecting this response because: I don't think it's fair for me to have to pay for service twice & then all they want to do is throw me a bone. The $100 in shop is not right. After all I went threw. Tree trips there and told it was fixed 2x and $100 in shop no way. I know I'm looking to buy my wife a new Caddilic but I wont be buying there & I'll let others know how they treat there customers. Again a BIG NO 
  
  Sincerely,
  
  ***********************

  

  Business response

  12/13/2023

  At this time, I am willing to continue the offer of $100 in house credit toward future services at our dealership. I feel that is fair in the interest of customer satisfaction, only because we want to maintain a fruitful relationship with ******************, not due to any negligence on our part.  I am not willing to veer from that offer at this time.   

  Customer response

  12/14/2023

  Well I've been a firm beliver in the BBB that i I use to be. I'm very disappointed with the results of how it was handled. It's not the money it's the way it was handled. It's always the big guy gets away with this kind of treatment to the little guy and you don't do anything but fold under there pressure. Well you don't have to worry I will never bother you again. I have lost all faith in the BBB. I hope your really proud of yourselves.

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

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2020 ***** Equinox on 8/11/2023 from this dealership. It came with an additional 12 month bumper to bumper warranty. When we got it home we tried to pair the garage door opener in the car to our garage door opener inside our garage. **** tried all weekend to pair the garage door opener, with no luck. We also noticed that there was a noticeable chip in the lower corner of the front windshield on the drivers side. On 8/14/2023 we took the car back to the dealership and told our salesman and one of the service managers of the problems. They told us that these problems should be covered by the warranty and they would take care of our problems. They decided that the salesperson and one of his porters would come to our house to try to connect the garage door opener. A few days later the salesman called and said he couldnt come so they would just order the part and when it comes in they would call and set up a day and time for us to bring the car in. Two weeks later, we hadnt heard from anybody; we went back to the dealership and they hadnt ordered anything, they said they didnt know what part to order. We heard nothing more from them. We went back to the dealership on 9-11-2023. We spoke to our salesman and one of the service managers again on 9-15-2023. They both knew we were highly upset and they once again told us that they would take care of the chipped windshield and the garage door opener. The sales manager said his mobile service people only do the garage door service in the mornings and that one of them would call us this morning (9-18-2023) to set up a time for him to come today. Its 12:30 p.m. and we have heard nothing from anybody regarding the garage door opener or the windshield chip. We were assured several times that both of these problems would be taken care of at no expense to us. Due to all the stress and headaches weve suffered, we feel that they should put a new garage door opener in the car and install a new front windshield.

  

  Business response

  10/02/2023

  On 8/30 a repair order was written in regard to the garage door inoperative on ******************* 2020 ***** Equinox. Diagnostics were performed to determine cause of failure. No defects were found, no parts were ordered. Genral Motors has a bulletin released to mitigate this concern. The bulletin directs the customer as to how to set up their personal garage door to work with the vehicle purchased. This is not something the service ***** would do as it is not a defective component or part failure but user error. We did agree to send our roadside assistance driver out to help as a good will gesture but were unable to reach the customer when in route. 

  In regard to the windshield, it was determined the chip had happened after the purchase. The salesman agreed to cover the cost of the repair to the windshield, set up for the glass company to go out and make the repairs. The glass company was unable to complete said repairs as the owners were unable to be contacted. We are happy to stand by this statement and will send the glass company out once again if we are able to make contact with *********

   

  Customer response

  10/08/2023

   
  Complaint: 20620488
  
  I am rejecting this response because: the people at the dealership have lied to us all along and in their response they are still not telling the truth.
  
  Sincerely,
  
  **** And *****************

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my truck into their service department for AC repair in 2022. They told me they did a complete diagnostic and that the expansion valve needed to be replaced, cost was $850 and the repair was made. Referencing carfax, this was the first AC repair performed on the truck. 13 months later my AC is broken again, I took back to their service department where I was told I had leaks throughout the system and the cost for repair this time was $5,800. I told them I needed to get a second opinion before spending that type of money. I took the truck to another AC mechanic the following week in Murfreesboro with several high reviews. After they completed their diagnostic they indicated to me that my Evaporator Core-Expansion Valve connectors appeared to have been damaged and this was most likely the cause of the leak. My wifes brother is a certified mechanic who I consulted throughout. His opinion was that the damage to the connector most likely caused the leak and the assumption that the damage was caused during the expansion valve replacement 13 months prior was probable. I discussed the previosu expansion valve replacement by the dealer with AC mechanic performing the additional work. They provided in depth technical details in regards to how expansion valves are replaced and seemed confident the damage was not traditional wear and tear and that the dealership most likely inadvertently caused the damage to the connectors during the expansion valve replacement. I tried reaching back out to GMC of Murfreesboro to discuss. I was told by their service advisor (******) while at their dealership that his ***************** Manager (Cadolet?) was not in on this particular day. Holders email inbox was open while I was sitting in his office where I noticed his assistant service manager was active via email minutes before. When I walked out of his office door, I had a suspicion I was being lied to - so I called the dealerships main line asking if the ***************** Manager was available (which he was).Upon finally meeting with their ***************** Manager I was told that had I elected to allow them to fix my AC two weeks before, that I feel was most likely damaged by them anyway, they couldve helped me with costs then - but since I let another mechanic fix (for $1,000 cheaper) there was nothing they could do. It is important to note that had I not taken to the other mechanic, I likely never wouldve known about potential damage caused by the dealership. The dealer then seemed to change course indicating damage to CONNECTORS happen all the time and is very common based on their experience. They further insisted that smaller mechanics enjoy pointing the finger and blaming dealers any chance allowed. Ultimately they sent me on my way shedding all responsibility, without providing clear explanations as to normal wear and tear, and their arguments against my case for reimbursement were wide ranging and had no correlation with one another.

  

  Business response

  07/06/2023

  On 5/4/22 we serviced ************************* 2018 **** for A/C inoperative. Diagnosis determined low/no freon due to expansion valve leaking.Customer approved the repairs, repairs were performed, cost $963.12. System was vacuum tested to verify repairs as is mandatory on A/C repairs. Machine forces this procedure prior to letting us charge the system. If A/C system had a leak after repairs machine would fail and not allow the charge.
  
  13 months ****** miles later.
  
  After driving through the whole summer without reaching out to us with and A/C concern.
  On 6/1/23 customer came in with the concern A/C not cold,diagnosed as an evaporator failure. This failure is not at the connectors the customer expressed to *** and I he was told it was leaking at. The evaporator is leaking at the connections that are non serviceable and are part of the evaporator  (of which we showed the customer).
  We did not charge the customer diagnosis.
  
  This is a common failure point. These connections are in the heater box and we would absolutely not have caused this. We expressed to him with the dye staining in the location it is and the volume of dye indicated a larger leak that would have caused loss of cooling within 2 days to a week.
  
  Regarding the price point he indicated we quoted him $5800,that is also incorrect as we quoted him for many other repairs needed and the actual cost for replacement would have been approx.. $4500 plus tax and fees which if he states he saved $1000 would have put his repairs at $4800, in line with ours. We did let him know as a valued customer if he had decided to go with us we could have asked Gm to contribute towards the repairs with no guarantee that would happen. 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a reservation for an Electric Silverado with a $100 deposit. I canceled my reservation and have not received a refund. *** contacted the dealer and their dealer software shows they made a refund but my bank never received it. They refuse to check their accounting software or contact their credit card processor.

  Customer response

  03/01/2023

  I would like to cancel this complaint. The business has refunded my deposit.

  Customer response

  03/01/2023

  I would like to cancel this complaint. The business has refunded my deposit.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2017 ***** Silverado 25HD pickup in with a concern about the transmission fluid overheating, transmission shifting hard and a check engine light on. I told the service advisor about these issues. this was on a Friday; they kept my vehicle over the weekend, and I called the following Monday to get on update and was told they were looking into it?? On Tuesday I called again and was told my truck was with the mechanic and they would let me know something ASAP? They called and said that '' Something was not communicating with the transmission" Then on Wednesday they called me and said they couldn't find anything wrong with the truck and I could come pick it up?? I did pick up my vehicle and they didn't charge me anything? On the way home my truck started to have the very same issues I took it in for and then went into " reduced power mode which means the vehicle won't get over 30mph? My transmission fluid was over heating again as well the truck would not shift out of first gear. I made it to a transmission shop here local and after they checked the truck out determined i was going to have to have a whole transmission as this time. I was told by the transmission shop who installed a new transmission that they definitely should have found the issue and it could have been fixed? the problem was that the throw out barring went through the hydraulic pump. the cost to me was upwards of $5000.00 I do feel strongly if they had done a better job in investigating the real issue, they could have saved my vehicle from having to need a whole new transmission but with that fact that they didn't, and I had to drive the vehicle when it should not have been driven due to the issues it caused more damage. The dealership has had no response to my complaints and concerns over their handling of this matter.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/18) */ Mr. ******** brought his vehicle to us on Friday March 18, 2022 with a check engine light concern. The tech found one trouble code which was for lack of communication. The protocol for that code is to erase it and drive the vehicle to see if it comes back. He did that on Friday and drove it again on Monday. The code did not return and the vehicle ran and shifted as designed. Because we did not find anything we did not charge the customer. When an intermittent issue is not occurring when we are checking the vehicle it is not possible to make an accurate diagnosis and we are not in the habit of guessing. I'm sorry Mr. ******** had a subsequent issue but it is not something we could have predicted.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my truck in for service and while being serviced a part was removed and they tried to charge me to resolve the issue they caused

  

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/27) */ We performed the ****** airbag recall on this customer's vehicle on 9/14/21. He came here this morning, (9/27), to tell me that his brake lights and tail lights aren't working and it's because we purposely removed fuses. This is ludicrous, we would never do such a thing. This is the only time we have ever worked on this vehicle. Consumer Response /* (3000, 7, 2021/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I asked the service manager to view the 15 seconds of video of my truck pulling in the service bay to see if it was working when I go there. He refused. Why would he refuse a simple request when he has the ability to clear his place of employment if any wrong doing. My wife followed me to the dealership to drop the truck off and no lights were out, yet when I leave now magically they don't work and a fuse is missing that controls the left rear lights. He knows they did wrong and knows the video will prove it. He admitted he could look at the video but simply wasn't going to waste his time. Business Response /* (4000, 9, 2021/09/29) */ I spoke with the tech who worked on the vehicle and he is adamant that he did not and would not do anything to put a customer in danger. As a service department we would never purposely sabotage a customer's vehicle so that we could fix it and make money. That would be highly unethical. By the way, we are booked 2 weeks out so we certainly don't need to fabricate work. Lastly, I did look at the cameras but several white trucks came in at the same time so I can't tell which one belong to this customer. One of the trucks did not have brake lights on but that doesn't mean anything because not everyone is on the brakes as they pull past my cameras. This entire notion and accusation is ludicrous.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2003 ******** ******* down to the dealership in Murfreesboro, TN. to have a few items checked out. I drove my car there and the electric windows, power lock, air conditioner, parking brake, digital speedometer doesn't work anymore and being able to turn off/on was operable. I picked up car today and all that was stated DIDN'T work!!! All of these were fine, when I delivered car to dealership. They said all they did was a diagnostic review. Had to be more than that with all the troubles I came out with!!!

  

  Business response

  08/12/2021

  Business Response /* (1000, 5, 2021/07/29) */ The vehicle came in on 7/26/21 with 190,554 miles on it with multiple warning lights on. We found so many things wrong with the vehicle we actually recommended the customer not fix the vehicle because it would cost much more than the vehicle is worth. Subsequent to picking up the vehicle the customer called the service advisor complaining about issues with the vehicle which he stated were not there before. The service advisor offered for him to bring it back for us to ensure that we didn't cause further issues. He instead told her that he would file a complaint. It is highly unlikely that diagnosing warning lights caused the issues he's claiming were not there but we'd be happy to verify that.

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