Complaints
This profile includes complaints for Lawrence Hall Mazda's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:09/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a 2019 GMC 3500 Dually that has been in the service department with Lawrence Hall 3 times for the same issue. We reported a problem with the exhaust brake system not functioning properly. During the first visit, the tech said he could not replicate the issue. We took the truck home and replicated it the same day. We took the truck back the next week and had a tech ride along. He said he didn't feel the problem and it would throw a code if the exhaust problem existed. The problem has gotten worse over time and the exhaust brake is not functioning at all and a loud whistle can be heard of leaking air. We called again in early August with the issue and were offered a September 3rd appointment. We took a trailer to this appointment so there could not be a third denial on the issue. This time the advisor agreed that there was a mechanical failure. We were called this morning and told the repair will not be covered since we are now 2000 miles outside of warranty and the repair cost will be $4300. This issue was reported twice in warranty. The service manager, **** ********* said his team did not have notes on everything we reported and the second visit was not recorded at all. Per ****, we should have made sure they noted the problems and made ROs for the visits. As consumers we made multiple attempts to have Lawrence Hall recognize the problem while it was under warranty, but the techs failed to do so. Now that warranty has expired they admit there is a problem and we are solely responsible. We were denied the opportunity to escalate this to a regional manager and were told we can take our problem up with General Motors. Unfortunately, the problem is not with GM. The problem lies with **** and his service team failing to make necessary repairs during the first two visits.
Business Response
Date: 09/12/2024
On 2/12/2024 Mrs. ******* first brought in her GMC Sierra 3500, stating the concern over her exhaust brake not working properly. The Sierra was just inside its Factory Certified Pre-owned warranty coverage at 98,096 miles. (coverage valid through 02/19/2024 or 100,000 miles). It was determined at that time that unfortunately there were no mechanical failures that could be covered under warranty at that time. The exhaust brake system was determined by the technician to be operating as intended.
On 9/3/2024, the ******* returned stating the concern again of the exhaust brake not working correctly. The current odometer reading now being 115,621. It was determined at this time the exhaust brake was being affected by a leak in the exhaust system due to a broken manifold stud. Mr. and Mrs. ******* were informed that the truck was out of warranty coverage. (now more than 6 months and 15,000 miles outside of coverage). **** ********* was able to work with General Motors to have 50% of the $2,910 repair covered as goodwill, leaving the ******* with a balance of $1,455. To further try to help the *******, I also authorized the remaining balance of $1,455 to be split between the ******* and Lawrence Hall, again to show good faith and our willingness to help. Mr. ******* accepted the offer, and the Sierra 3500 is currently being repaired at this time.*** ******
General Sales Manager
Lawrence Hall Abilene
Abilene, TX 79605
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