ComplaintsforHiley Buick GMC Subaru of Fort Worth

• Initial Complaint

  02/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I agreed to pay a pre-owned vehicle for $50k and put $15k down payment ($3k that day and the rest $12k when the vehicle will be ready for pickup) which leaves $35k to be finance. When me and my wife went to sign the contract, the finance manager ******************* went over the contract without notifying us that there was going to be an extra charge for an extended warranty (which he slipped in) that we weren't aware of, he also didn't gave us a hard copy of the contract at that time. Later that week, I went to pickup my vehicle, dropped off the rest of the down payment and still didn't received a copy of my contract when I asked for it saying they were going to mail it (which they didn't). 3 weeks later the dealer called me to pickup my license plates and when I got there I went to ask *** about my contract again which he printed and gave it to me that day, that's when I found out about the $10,500 extra charge. I called the Bank first, then I went back to the dealer the next couple of days to discuss this and *** was trying to put words on my mouth saying "I signed the contract and the deal was done" and the only thing they can do is to cancel the warranty and will have to "wait 8 weeks" for the warranty company to refund this money and they'll turn it in to the bank that is financing this contract. I recorded my last conversation with *** when I specifically confront it him about this issue/hidden charge he slipped in which he sounded aware but still contradicts himself trying to blame it on me.

  Business response

  02/20/2023

  We apologize if there was any confusion, in regard to any coverages purchased. We did receive a signed cancelation notice last week on 2-16-2023 and it has been processed. Unfortunately, the vehicle and *** were purchased in early January, and it is too late for us to flat cancel the original retail contract. As soon as the *** company sends a refund to us we will then cut a check to the lien holder, and it will be applied to the loan. We have notified our accounting office to keep an eye out to make sure it gets processed as soon as possible. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked up my 2022 subaru outback Wilderness from a dealership repair that included an oil change on 2/3/2023. On 2/5/2023 I checked the oil and determined that it was filled twice the maximum amount (10 quarts). I contacted the dealership and they agreed to inspect the vehicle. The vehicle smelled like burnt oil when I arrived with the vehicle at the dealership. Now, they say that all seems normal. This is not accurate. They need to replace the engine with a new zero mile engine. They broke it.

  Business response

  02/11/2023

  ******************** has been working with our Service Director ***********************. Vehicle has been picked up and operating as designed. 

  Customer response

  02/21/2023

  Complaint: 19364405
  
  I am rejecting this response because: the engine sounds different than prior of overfilling with oil. I am requesting the drivetrain warranty to be increased to ******* miles 10 years to which occurs first. I am also complaining against Subaru of ******* for not acting responsible in assuring car dealerships follow their procedures.
  
  Regards,
  
  *****************************

  Business response

  02/24/2023

  We have gone through all repairs performed, and all were done to Subaru's specs. ************** that went through an extensive list of items has been trained by Subaru and states that everything is functioning as designed. 

   

  As far as extending the factory warranty on the vehicle, that would have to come from Subaru. Unfortunately, we don't have any control on the time and mileage a vehicle is covered by the manufacturer. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our GMC into Hiley due to check engine light being on. We were notified by warranty company that they would not be able to approve claim for repair. We were never notified by GMC prior to ** approving the tear down of engine that it was recommended to the warranty company that the engine needed to be replaced. Please see below from PMC Warranty:Our customer entered her repair facility *********************, Fort **********************, *****) with an Engine Failure on October 24, 2022 (a little over one month into her Driveline coverage plan). Our customer stated to her repair shop that her Engine is on, but it was running rough. Our customers repair facility stated that the following codes were present: B1025; B1035; B1065; B1075; B127; P0300; and B1095. Our customers repair shop ultimately stated that our customers Engine would likely need to be replaced.We approved tear down of engine on 11/1/22 not knowing the information above and feel that Hiley totally mislead us into some work that was not needed if they had already stated the engine needed replaced. Hiley currently still has our truck because we are waiting on them to put it back together but honestly don't agree that we should pay for this labor due to recommendation to warranty company prior to agreement.

  Business response

  11/15/2022

  We worked out a resolution with the customer today. Customer has agreed to pick up the vehicle as is and we are not charging for the tear down. 

  Customer response

  11/17/2022

  Complaint: 18399306
  
  I am rejecting this response because:

  We didn't really have an option but to accept as is because we were told if they put the truck back together they would have to order parts and they would charge us to put back together. So not happy that we drove our truck there and had to get it towed away with parts in a box. So when you look at everything they still screwed us.

  
  Regards,
  
  *******************

  Business response

  11/22/2022

  Unfortunately, the extended warranty companies will not make a decision unless the vehicle is torn down and the vehicle is inspected. 

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 16th, 2022 I purchased a Vehicle which was promised to be free of defects. I put down a **** dollar deposit on my Credit Card. I was approved for a loan for the remaining balance and sent home due to the vehicle not being ready to be driven home on that day. The following day, March 17th, 2022 ****** called me to tell me the CD/Stereo was broken and they were not willing to replace it so they said they would cancel the deal. I agreed. ****** also told me they would shred the documents and reverse the charge to my Credit Card. It has been almost two months and I have not yet been refunded my ****. I have also received numerous letters from EECU, the finance company I had been approved for the loan asking for payments and other information. I have called Hiley Buick GMC of Ft. Worth almost daily since March 17th, 2022 and no one will talk to me. I am lost and concerned. I hope you can help me resolve this issue. Thank you, ********************************* ************

  Business response

  05/16/2022

  We have verified with EECU that the loan was flat cancelled, and nothing owed. I am also having ******************* reach out and make sure the $1000 refund has been processed. 

  Customer response

  05/17/2022

  Complaint: 17137906
  
  I am rejecting this response because:  I was lied to manipulated, cheated funds and I also spent Time, Money and a Days pay trying to buy a car that was denied to me under false pretense.  This Dealership should be ashamed of themselves.  They would not answer any of my numerous calls and instead had the receptionist take messages.  Everyone was busy, no matter what time or day I called.  No manager would speak with me and I was given the cold shoulder.  I stayed in limbo or over two months.  This is criminal in my mind.  This dealership should be put out of business for fraud and unethical practices.  No, I am not satisfied, I want to see the **** dollars I put on my credit card refunded plus an additional 200 dollars for my time and gas and interest on my money..  I would ask more or file legal action but I am a single woman with limited funds.  I do pray they reform their ways.

   

  Regards,
  
  *********************************

  Business response

  05/17/2022

  We apologize for any inconvenience, but we did flat cancel the contract with EECU as soon as we realized that the vehicle was not going to be delivered. I have attached a copy of the cancellation letter from EECU. ************************ chose to purchase the vehicle prior to it going through the proper checkout because it was just traded in. As soon as we realized there was an issue with the CD player, we immediately contacted her to let her know we would be unable to fix it and give her the option of still purchasing it or cancel the contract. It's not because we didn't want to fix it, it's because you can't find the proper one for this vehicle. The manufacturer no longer offers a CD player that will work for this vehicle. 

  Customer response

  05/18/2022

  Complaint: 17137906
  
  I am rejecting this response because: I still have not received a refund for the **** dollar down payment I paid. They have had my money for two months now.
  
  Regards,
  
  *********************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went in to buy a truck from them on march 22nd and I got offered no extended warranty. and I told them about some stuff that the truck needed done before I came to pick up and they were up for fixing everything so that Saturday march 26 they say truck is good to go I go pick up the truck and sales man ***** turns on the *********** hear this disturbing noise from the engine bay after he said ************************ looked over it I immediately tell him and he heads bobs about it so then I take the truck that day I didnt drive it left it parked next day in the morning I start it and it does it again so then I call on Monday march 28 and tell him about it and hes says bring it tomorrow.. I take it and he doesnt want to come out so then I leave the keys to another guy there name ******* and show him the video of what it does so then he calls me march the 31st saying truck is ready . So I get and I see him on the side of the building and when I walk in and ask for him the guys up in the front are saying hes isnt there after I seen him so I ask another guy To get him for me he was basically hiding from me . So then I take the truck to **** have them look over it and they run me up a high f **** fix for the truck **** tech was saying truck should not have been put out for sale wit that that issue .

  Business response

  04/21/2022

  ****************** did come in on the 22nd to buy the Raptor and was informed that it had not been through service at this time. With the inventory shortage he did decide to purchase the vehicle and leave it for us to service. During our inspection we did notice a few issues that were dressed. Issues included, oil and filter change, replaced front wiper blades, replaced sunroof glass, replaced water pump and a full rear brake service. We did offer the extended service agreement on the 22nd and it was declined. When ****************** picked the vehicle up on the 26th, we offered it again. We do have a form that was signed declining the coverage. We are unaware of any other issues with the vehicle or repairs done by Ford. 

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a recall on my Buick. GM wanted to investigate called Hiley for a towed to the dealership Where GM decided to buy back the vehicle. In the meantime it was a 4-5 month wait for a decision. I called multiple times trying to get a loaner vehicle. I have a four-year-old son with cancer and we are meeting vehicle to get to doctors and other important appointments Every time I was told they had no loaners available but they would put me on the list when one came in they would call me. They never called and I called at least once a week. Finally getting to speak to the general manager of the dealership. He let me know that he had actually sold six loaners the day before we spoke on the phone. Which means they had 6+ loaners the whole time I was asking , and they never did provide them. When I brought that up to his attention he said that it was up to GM to secure me a loaner. GM said it was up to the dealership. Playing pass the buck ***** when you have no ride And someone else is at fault. Not happy Ive spoke to every manager at the dealership trying to get help.

  Business response

  02/11/2022

  First of all, I would like to apologize that you had issues with your vehicle.

   

  My name is ***************************, and I am the General Manager. You stated that you spoke with the ** and unfortunately, we have never talked. In regard to the loaner vehicles, we do not have any at this time that are not spoken for. Pre Covid, we had 90+ loaner vehicles and we currently have 7. As far as us selling loaner vehicles, that could be the case. ************** only allows us to keep loaners in for a certain time and miles and then we are required to remove them and sell them. 

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car in July 2021. When test driving it, we noticed that both side doors get stuck when opening. The sales guy said they would fix it before I picked up the van. He even wrote it down about fixing the sliding doors. I asked for the work order when I picked up the van just to have a copy. When I picked it up, I tested one door and it opened. Unfortunately, I should have tried opening it a few time to double check because it doesnt get stuck every single time but the majority of the time. It clearly wasnt fixed when we began using our van. I called the sales guy. He has trouble returning calls. Surprisingly, he texted me on his day off with his personal phone. I reminded him about the doors. He said h*** speak with his manager and h*** call me back. I waited and waited. No call back so I texted him back around 2 week later since he response to text but not phone calls. He asked me if I spoke to his manager. I reminded him he was supposed to speak to his manager and he was to call me back. He told me they fixed it. He said they changed the hinges and door handles and they cant do anything about it. This was all through text. He said he can even send me the work order to show proof they fixed it. I asked for it and of course, he never sent it. My husband went to the dealership to speak to them directly. They said they couldnt do anything about it. My husband asked for the work order, but they couldnt produce it. I have the work order and it does NOT state anything about fixing my doors. So here we are, them refusing to fix something they said they would.

  Business response

  12/09/2021

  I have looked through all of the reconditioning notes and do not see anything about the passenger door. We will be happy to get it looked at anytime. Please contact me to let me know when a convenient time is and I will let you know who to see. My email address is *************************************. 

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/23/21 I purchased a 2021 GMC ******* 9/24/21 I noticed transmission fluid leaking. 9/25 called the service department to get the truck looked at. On 9/28 I took the truck to the service ***** On 9/29/21 I was contacted by ***** that the transmission pump was leaking on the truck. 10/5/21 I was contacted by Hiley that my truck was ready for pickup after 8 days. 10/17 noticed the truck leaking again, and dropped off my truck on 10/18 /21 to service. I was contacted by ***** with service on 10/21 that they were resealing the front cover of the engine, which is the timing chain cover, so I asked if it was the engine now, and they replied yes. 10/23/21 I contacted Hiley to get an update and received 2 different text responses one saying it was the engine, and the other that it was the transmission. 10/25/21 I went to Hiley for an update and spoke with *************************, who stated that she could not give me a update on what was going on, and that I would have to wait to speak with tech. On 10/25/21 later that day I contacted a sales manager by email named **** Diosini to express my concerns about how unhappy I was with the issues of my truck, but never heard back from him. 10/26/21 ********************* sales manager contacted me and asked what I wanted to do, so I told him that I wanted another truck, and never heard back from him again. 11/1/21 I contacted GMC **************** and spoke with ******** GMC Corporate Customer Assistance, at **********. I attempted to explain the situation but she kept cutting me off and not letting me finish explaining. Then she proceeds to tell me that if and when Hiley GMC fixes the truck I should just hope for the best. I did not finance this truck, I paid Hiley $60,019.12, for a 2021 brand new truck that I have not had technically 2 months that is is still currently in the shop, so to tell me that I should hope for the best is unacceptable. I would like my money back in its entirety, or a new truck. I am asking for what is fair from Hiley. Lemon

  Business response

  11/09/2021

  First of all I would like to apologize that **************** is having issues with his truck. It appears that the issue with the truck was the transmission cover assembly was not allowing the seal to sit correctly and causing the leak. We also apologize for the delays but the parts were on national back order and out of our control. I have been told that the repairs are complete and the truck is working as designed. In regards to trading out of this truck and into another, we would be happy to do so. If ****************** is seeking trade in assistance that would have to go through ************** and they would inform us of the amount. If that is the route he would like to go then he would need to contact GM and open a technical assistance case. 

  Customer response

  11/11/2021

  Complaint: 16108997
  
  I am rejecting this response because:
  

  Good evening,

  In response to the reply received I do not feel that I should have to contact GM in order to receive a refund for a Lemon that was sold to me carrying the name of GMC ******* Once again Hiley is stating to me as the consumer to do the footwork and try to seek a refund from another source that did not take my $60,019.12 cashiers check. I only want what is fair to me and that is a refund for a 2021 that per the paper work received from repairs both times to confirm the same issue that was the original cause of the truck leakage. I should not be expected to keep any vehicle that I have not been able to drive and enjoy to even 2 months straight.  I am only asking for what is fair to me by law. Hiley/GMC is stating to me that I should hope for the best once again with a vehicle that they know is not fit to be kept. If Hiley/GMC stands by its customers then they should want to do the right thing and refund my money that was paid in full.

  Thank you 

  Business response

  11/11/2021

  We definitely understand ******************** frustration, but unfortunately that is not the process outlined by GM. We are unable to ask GM for help on behalf of ****************, they require the customer who owns the vehicle to do so. It's unfortunate to have an issue on a new vehicle but it doesn't mean that it is a lemon. At this point the vehicle has been repaired and working as designed. 

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 GMC Sierra ****** from Hiley GMC of Ft. Worth back in June or July of 2021. I also purchased a service contract with the truck. Three days later, I went back to the dealership and canceled that warranty. I have since traded that truck and the dealership still hasnt canceled the service contract and refunded me the money. I have been to that dealership several times and filled out at least 2 cancellation forms.

  Business response

  11/03/2021

  We have cancelled the service contract and waiting on the third party company to cut the check. When the service contract was initially cancelled we were showing a lien though Capitol One so we are required to send the refund directly to them. Fortunately since then the lien shows paid off and the check will go directly to the customer. I have verified that the check has been cut and sent to us so the check to the customer will be mailed out tomorrow. 

  Customer response

  11/03/2021

  Complaint: 16085641
  
  I am rejecting this response because: the response didnt contain a check number, amount, nor an address where the check will be sent. 
  
  Regards,
  
  *************************

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