ComplaintsforPatriot Buick GMC

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a **** ****** ****, Denali approx. 3 months ago. Since my purchase, I've returned to the service department for a few issues. The most concerning is issues with the infotainment system. The infotainment system glitches, and as a result, is nonresponsive and does not play music. After dropping the vehicle off at the service department, the service manager returned the vehicle stating that they could not duplicate the issue. On 11 Sep, I returned the vehicle to the service depart for the same issues. In addition, the infotainment center does not shut off after the vehicle is turned off. The service advisor, ****, was shown each issue, which I also recorded for record. The service advisor stated that the tech was off, and would have to diagnose the issue the next day. After contacting the dealership today, I was told that the techs could not duplicate the issue. I also spoke with the sales manager who informed me that he did not have the time to check on the vehicle status after telling me the day before he would get involved. Outside of feeling frustrated with the issues, and with the amount of time I've taken off work, I'm more frustrated with the service and care especially by the sales manager who has minimized the issues and my concerns as being minute. This is especially frustrating due to the cost of the vehicle and due to it being relatively new. Poor customer service, poor communication and follow-up, and a reluctance to troubleshoot the issue. The sales manager is unprofessional and and addressed me as if I was his friend, and addressing me as man and yea .

  Business response

  09/25/2023

  ******************* has an upcoming service appointment on 09/27/2023.  Previously, we have attempted to replicate the problem the customer is experiencing with the infotainment with no success.  We are working within the parameters permitted by the manufacturer to diagnose and fix the reported problem.  We are very sorry for the customer's experience and we want to get the problem corrected.  I would also like to apologize for the lack of professionalism from our sales department.  We are very thankful for the customer's business and we are committed to making things right.  I left a message for the customer on his phone number provided apologizing and also attempting to hear more from the customer.  

  Customer response

  09/25/2023

  Complaint: 20593815
  
  I am rejecting this response because: when the vehicle was recently released, the service advisor informed me that the vehicle issue was duplicated and that the tech informed me that the issue was resolved which is reflected on the paperwork provided. 
  

  However, on 25 Sep another issue arrived with the system.
  

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

  Business response

  09/26/2023

  ******************** is correct with his rebuttal.  I apologize for responding with incorrect information.  We were able to duplicate the initial issue and it was resolved.

  The customer had an additional issue and we have reprogrammed the infotainment system per GM recommendation and the issue is resolved.  We are keeping the vehicle in the service department until this evening to ensure that the infotainment system is still working properly and we will update the customer around 5pm.  The customer is in a loaner vehicle in the meantime.  We are hoping this issue is resolved.

  *********************** - General Manager

  Customer response

  09/26/2023

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 6-8 months I put my car in the shop for a no start problem. They said it was my ECM (vehicle computer. cost $1000), a few days later same issue, my car didn't start. Towed back into the dealership and they reprogramed the **** picked up the car, and a few days later same issue, my car didn't start. Towed it back to the dealership. (this has happened at least five times. Talked with the service manager about towing my car back into the dealership. This time they replaced my fuse block, the whole block ($500). Picked up the car and a few days later same issue, my car didn't start. Towed car back in and has been at the dealership going on two months. I asked for a rental or loaner car and my money back for all the parts and labor I was charged for that didn't fix the problem and was told by the manager that he would get with his boss but never got back to me. I have been without transportation all this time. Never offered a rental or loaner car.

  Business response

  04/25/2022

  We have traced the problem down to a faulty transmission shifter switch, That at times will not allow the ignition switch to turn off and the key come out and then runs the battery down to a dead status. This is what has shorted the fuse box and the *** out. We have replaced the shifter switch and have the car in a test status to verify the repair.Tell us why here...

  Customer response

  04/25/2022

  Complaint: 17060533
  
  I am rejecting this response because:
  
  Regards,
  
  *************************

   

  It's not true, first of all the battery would not run down unless someone left the key locked in the ignition.  Every time I had the car towed in, I unlocked the ignition and took the key out and handed the key to the service clerks and explained to them how to unlock the ignition and take the key out (there's a hole under the steering wheel where you put a cross tip screwdriver in to unlock the ignition and take the key out. As a dealership, the mechanics should know this).  The first time I brought the car in I received a call from ********** saying I needed a new battery.  I asked to pick up the battery so I can bring it to a battery shop called Battery Warehouse. The tech there checked the voltage, which was normal ****, did a load test which passed, and then checked the specific gravity, which was good. It seemed like the mechanic turned the key and since the car didnt start and he said the battery is bad.  (Almost spent money on a battery I did not need due to lack of troubleshooting).  If the battery ran down, it was the fault of the mechanics not unlocking the ignition and key out.  The fuse box could not have shorted out because if that's true my car would have never started, the radio would not have worked, the ac would not work, and anything connected to the fuse block would not work.  As an army mechanic of *************************************************************************************************************************** money.  If it is true that the problem is the transmission shifter switch, why did it take so long to figure it out?  Also, the dealership says the transmission shifter switch caused the *** and the fuse block to burn out, but this is false because a few times I came there and all they did was reprogram the ************** of the dealership R/Os, states that the tech reprogramed the *** 10 times.  So, if thats true did he also replace the *** and the fuse box 10 times?  The answer is NO so I am wondering why the dealership is saying the ignition switch is running the battery down and causing a short in the *** and fuse box.  It doesnt make sense that a dead battery would cause those shorts.  Also, the battery could have been disconnected (a 5-minute job) while the vehicle wasnt being worked on.  The response they gave doesnt make mechanical sense.  It seems like the dealership doesnt want to admit their mistake and pay for the parts they guess at.

  Business response

  04/29/2022

  We have replaced the shifter assy. with the faulty switch and installed a new battery and ECM due to an internal fault caused by a spike in voltage.  These items were completed at no monetary cost to the customer.  It can be difficult to trace problems in vehicles that have electronics connected by ********* (such as the customer's vehicle).  In vehicles such as this one, one spike can cause damage to other components.  We hope the customer is satisfied with this attempt to make things right and appreciate the customer's patience.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/03/2022 I went to the dealership for a oil change and tire rotation and was informed that there is a recall on the airbag. The airbag was serviced/replaced and once repairs where completed I noticed two cracks in my dashboard and as of 1/11/2022. I have not received information on how my complaint will be resolved.

  Business response

  01/11/2022

  The customer came into the dealership this morning and spoke with our Service Manager, *************************.  Our service manager told the customer that we would contact the manufacturer and try to have the dashboard replaced under warranty.  This can take some time for a response from the manufacturer.  We will update the customer as soon as we know the status.  We understand this is frustrating for the customer but we will do our best to make them happy.  We should have an update before the end of the week and then we will look into parts availability to complete the repair.

  Customer response

  01/11/2022

  Complaint: ********
  
  
  I am rejecting this response because:Until I came to the dealership and contacted the BBB I was not given a definitive time frame. Nor did the dealership reach out to me as they said they would it wasn't until I went to the dealership and I made my complaint public did I get a proper course of action. The information that was posted on here in regards to time frame of when I would get some sort of response on repairs was not stated to me when I was at the dealership. Instead I was asked about the mileage on my vehicle and if the dashboard has ever been replaced. Nothing about the conversation at the dealership assured me that I would get my vehicle that they damaged fixed.
  
  
  Regards,
  
  
  Tareik ******
  

  Business response

  01/12/2022

  ****************, what response do you need from us at this time?  Can you please let us know who you talked to at the dealership and the timeline of all communications so that we can look into this matter further?

  Our service manager was out of town all last week for a personal/family matter and that *** have delayed our initial response.  We are trying to help but need to know what we can do at this point in time?

  Customer response

  01/12/2022

  Hello, My first interaction was with *** on 1/04/2022. That conversation left me in limbo as to when I get any sort of help. The second time I called on 1/07/2022 a message was taken to be delivered to I believe *****. I was told I would receive a call on 1/10/2022, when I did not receive a phone call I came to the dealership on 1/11/2022. I spoke with ***** and he took some pictures of the damage and told me he would have to contact GM for a resolution, but he did not give me a time frame. Which again left me in limbo. It wasn't until I came to BBB that I received a time frame on when repairs could possibly be done. My grievance is that no fault was admitted by GMC and information was not made readily available to me until I contacted organizations outside of my local GMC, such as Consumer Affairs the email I sent to the president of GMC and BBB.org. I accept your response a look forward to a quick repair.
  
  Thank You
  
  
  
  
  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.
  
  
  Regards,
  
  
  Tareik ******

*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. ↩