Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  *******************************