ComplaintsforHaley Buick GMC

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  in 2022 I had an issue with water entering my vehicle by unk entry. Buick body shop advised they repaired the leak. in 2023 I noticed the car still had a leak. Took vehicle back and the body shop left my car outside in the rain. I picked up my car and wrote a 1 star review on Yelp. After writing the review I recd a call from the Ops mgr within 2 business days and was advised they will find the leak at no cost but if leak is not connected to the 2022 repair I will have to pay for the repair. I dropped off my car on 12/26/23 and picked up my car on 1/30/24. on 1/30 I was told by the body shop ********* mgr that I had to pay them for finding the leak because they put a lot of man hours in finding the leak(s). Haley handed me a invoice for approx $1900 and told me I was responsible for $1350. Haley broke my driver's side seat buttons and messed up the connection on my remote (which they initially blamed me for damaging both). I did verbally file a complaint with the dealership GM the same day but he blamed me for the seat damage and remote not working. The dealership GM did called the next day to ask me to bring my car in the next day because he wanted to repair shop to see if the body shop forgot to connect the seats back properly and to send a signal from the car to both remotes. I did take my vehicle back in and they were able to successfully send the signal to the remote and advised they have to order the parts to fix the seat. They still have not repaired my seat. I have filed a verbal complaint with GM on 2/20 and I have left several messages with corporate from 1/30 to now and I still have not recd a return call.

  Business response

  02/27/2024

   

  She is incorrect that I blamed her for the seat and remote not working, my exact words were "neither of us know if it either of those features were working" I did call the next day and have her return the vehicle and we did leave a wire loose that receives the connector for the remote and there are two parts needed to correct her seat that I was going to correct for good faith

  however one part is available and the other is discontinued from GM and she was called and notified. Her vehicle is 13 years old and out of warranty and I think we have gone over and above.

  Customer response

  02/27/2024

  Better Business Bureau:
  
  The responder did not present an offer. The responder reply to my statesments about the damaged seat and also the remotes. The responder (GM) did in fact indirectly accussed me of damaging my seats and the remote.  The responder DID NOT addressed my complaint about the charges - to locate the leak when the *** Manager, *********************, advised me I would not be charged for it - thats the only reason why I took my vehicle back to them.  Also, the responder did not address as to why they gave me a bill for $1,947.87 but only charge me $1,350. Also the responder indicated that they called me about the parts for the seat, that is incorrect, I left the service manager 2 messages (2/14 & 2/19) and he never returned the call.  I called a 3rd time (2/20) to the sevice manager and I was able to speak with him and he advised the panel around the seat is discontinued but he was searching other websites to look for them and I havent heard anything since then. I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business response

  03/01/2024

   

  The cost was $1900 however we discounted the bill in good faith to assist in the customers issue and this is why she only paid  $1350 .  The parts we have attempted to order are no longer available we did not brake these parts but erred on ****************** side and attempted to order the parts needed and should and when they become available we will be glad to reach out to her. This should now complete this complaint.

  Customer response

  03/09/2024

  Better Business Bureau:
  
  Again there wasn't an offer made.  My front d/s seats were functioning properly prior to me dropping it off for repairs. So if the seat were functioning properly at the time of drop and then returned with 2 buttons that were not functioning properly than what does it means.  It means the Buick technician either broke it while removing the seat from the vehicle or from reinstalling the seat.  I have been a customer of ********************** for over 10 years and I am shocked that they are refusing to own to their mistake. I am not sure who is relying but it appears they are not taking ownership or know the entire facts. I just want my seats back to pre-drop off. I clearly see why Haley has a 2 star review. 

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

  
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On around sept 13,2023 I had my tower my 2018 ***** Malibu LT to service center due to slow acceleration and advised service Rep ********* thats my car was experiencing issues and I could not tell if it was Tranmission or engine but however the Tranmission do changes gears. Received call from service rep telling me my transmission was overfilled by 5 quarts of Tranmission fluid and top was off the Tranmission I stated yes the top was off because I left it off and I only put 1 quart bit 5 quarts of Tranmission fluid. She went on to tell me that I had drive car see whats wrong and call them back when I experienced issues I call her back very next day Im having same issue again well bring it back now I have pay ********** fee plus service fees. I advised her I call back upon calling back informed her that my light was stuck on my tire would not come off who did the tire rotation and did not advise me that I needed to change my lug nuts. I had my car taken to another shop paying ****** to have it removed she never called me back and dont return any of my phone calls. Neither does the service manager

  Business response

  10/18/2023

  The customer cam to ** on 09/11/23 for a standard oil change an tire rotation and ************** noticed that transmission oil cap off and was over filled. We made note of this to the customer and let them know whoever corrected their axle issue also over filled it.  I'm sure the customer was informed and apologize if they had a hard time getting hold of our service advisor and if she did not respond back in a timely fashion.

   

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  my transmission was not over filed and my car has been repaired by another shop and nothing wrong with my car or the Tranmission the vehicle was takes Tranmission shop and did not show any signs of over filled.  However  traction control was was offline due to car being unbalance  new control arms and ball joints was installed on the vehicle at another shop and issue was fix car was unbalance causing incorrect airflow not transmission issue as I tried to discuss with the advisor.  Attempt to reach her for 2 weeks not return call.  And she stated o we check the transmission. And I keep stating. Nothing is wrong with Transmission. 
  
  Regards,
  
  *******************************
  
  
  
  

  
  

  Business response

  10/20/2023

   

   

   The customer asked us to perform an oil change which we did and also to diagnose the shifting issue, we found the the transmission fluid level was 5 quarts over filled and we drained fluid to bring it to the proper level, and test drove it and we informed the customer that the transmission fill cap was left off when the vehicle came into our shop.  The customer asked us perform these procedures and we did so. 

  Customer response

  10/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  you never identified  shifting problem you told me that I will have drive the care first before you can determine is it the Tranmission of no. When I called back to schedule appointment she never received my called at all I called for several weeks shes busy Ill send her a message and nothing 
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Haley back in November 2021. It took 4 months to do engine tear down, eventuallly replacing engine. I got the run around during this time with Haley stating it was the warranty company's fault for the delay. The warranty company closed my case more than once due to no communication from Haley. I had to pay $2000 out of pocket for rental car because Haley did not provide loaner vehicle for 1st 30 days. They did cover about $1100 months later. I also had to pay $1000 up front for tear down which was covered by warranty. When I got my car back 4 months later, I discovered damaged parts on my engine done by Haley and they attempted to cover it up. They did replace parts damaged. My car had to go back a few weeks later because of transmission failure, nothing was wrong before engine replacement. I was told i had to pay my deductible, however when picking up the car my deductible was covered,, which leads me to believe damage was again caused by Haley with an attempt to cover it up. I've had my car back since beginning to middle of July and within about 2 weeks after picking up, it is still not running correctly.. also there is a Crack in the windshield that was not there before and a gap between front of car and hood

  Customer response

  08/23/2022

  My car needs to be fixed properly. Given the 8 month history I do not feel that Haley is capable of doing so. I feel like I should be able to have my repairs done and vehicle provided at no cost to me 

  Business response

  08/24/2022

  **************** owns a 2014 ***** Malibu that we had to perform work on under her extended service agreement. As she stated we have replaced several parts that we diagnose and then have to get her warranty company to approve. The current supply chain issue

  has created backups on obtaining parts that delayed her vehicle along with several hundreds of other customers that we can not control. We wish we could provide every customer a loaner however its impossible since we run about 50 cars a day through our shop. 

  We were not obligated to assist her with her rental reimbursement however we always try to help when possible and thus the reason for her $1100 reimbursement. We encourage her to come by and see *********************** however if she really feels we are not capable of 

  repairing her vehicle she certainly has the option of taking it for another opinion. We always try to do the right thing and appreciate her business.

   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle June 2019 from Haley Buick GMC. I recently attempted to purchase new insurance for the vehicle and there was a warning on possible branded title. Checked the carfax and there was a fire reported April 2021 that happened April 2019. After further investigation it was revealed that there was an engine compartment fire. I attempted to sell to a few other companies but because of the fire damage they are not even quoting the full value of the vehicle. I reached out to Haley to get brought out of my loan because fire damage is something that should have been checked for and I do not feel safe having a vehicle that has had that type of damage. I was told by ****** the General Manager that he would trade or buy the vehicle back but at the value of the vehicle not for the cost of the loan. He said those are the only two options I have. My problem is I am upside down on my loan and I was ok paying my car note but I do not want an unsafe vehicle that now has diminished value because of a fire reported on the Carfax that actually happened. I would like for them to buy the value of my loan because I would have never purchased the vehicle knowing that there was fire damage. The company has experts that are supposed to inspect the car to ensure of any damages before selling the vehicle.

  Business response

  03/21/2022

  We sold Ms. ***** a vehicle on 6-22-2019 and at the time we used Autocheck as our company vehicle investigative source and it showed no issues. On 4-15-2021 Carfax added an addendum to their records which shows fire damage on 4-4-2019 which we were unaware of.  We do inspect every vehicle prior to sale and saw no evidence of foul play at that time, the report does reflect that an extinguisher put out the flame which would reflect the reason why our technicians never saw an issue from a minor problem nor has Ms. ***** noticed it over the last few years. We don't hide issues and even though we are sorry for the issue we don't feel that we did anything to hide or disguise this from her. I told her we would be glad to provide her a price on the vehicle which she shared was $*** more than her Carmax offer. Please feel free to call me with any questions.

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

  Haley Buick GMC

  Customer response

  03/21/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******** ******* ** *** *** *** *** ********* **** **** ************ This is the offer that was given to me over the phone which is completely unacceptable. If this was known to me as the consumer I would have never purchased this vehicle
  
  
  Regards,
  
  
  ******* *****
  
  
  
  
  

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