ComplaintsforLuther Hudson Chevrolet GMC

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2019 GMC from Hudson GMC on July 11th in the amount of ******$. They provided a 2 month or ***** mile warranty at purchase. Approximately a week after purchase the transmission began to loudly clunk when coming to a stop. I have brought the vehicle in on two occasions. After both services appointments, their department told me that this issue is common and the norm for these types of trucks. It should be noted that this clunk is not normal and has slightly locked up the tires on many occasions. The clunking starts to happen only after being completely warmed up and happens every trip I take. I spoke to the manager at Hudson GMC and he stated that, if its not completely broken we will not fix it. This is unacceptable for a vehicle that I purchased for ****** dollars. During the test drive I did not have the clunking experience because it was only for a short distance and had not completely warmed up yet.

  Business response

  09/06/2023

  The customer did buy the vehicle on July ********* and was provided with a 60 day or ***** mile warranty from the dealer.  The customer spoke with both the Used Vehicle Manager and Service Manager who acknowledged the complaint which they explained to the customer is an operating characteristic of the vehicle.  The dealer warranty does cover the failure of any drive-line component on the vehicle under the warranty.  However, the customer does NOT have any components that have failed requiring repairs and the vehicle is operating as engineered by General Motors. 
  The customer was experiencing a hard up shift from 1st gear to 2nd gear and a hard down shift from 3rd to 2nd gear which is normal for the 8 speed transmission.  Occasionally the 8 speed transmission will make a drive-line clunking noise on a hard down-shift but it does not require any repair work or have any failed components. The transmission was operating as designed but we invited the customer in to perform any need software updates that *** not have been done in the last ******* miles.  General Motors has published several bulletins and updates on the 8 speed transmission which is truly one of the most robust transmissions that has ever been produced.  After checking we discovered an update that helped correct the problem for our customer and he left very happy.

  Customer response

  09/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was taken in as before and was under warranty due to the consideration of issues thought to be wrong. And was warrantied multiple times before. Today it was quoted and service was preformed without notification after initial quote. Service adviser at check in on morning of 8/28/2023 stated that before work was preformed it would be notified of work to be completed. Work was completed without notification and what was a simple job was charged at approximately 129 dollars. Thought similar work was completed previously.

  Business response

  08/30/2023

  ************* brought her vehicle to the dealer and we wrote Repair Order ****** written on 08/28/2023 at 9:42 AM as customer pay (C) due to warranty expiration on 03/30/2023.  ************* signed off on estimated repair cost of $259.90, authorization to perform work on the stated complaints and as per regulations stated in ATCP 132 of ********* Law, dealership obtained signatures to perform two separate diagnosis and guest authorized the amount of $259.90. This was explained to her during the write-up process that these charges would not be exceeded without permission or a phone call. On the 8/28/2023 visit guest states complaint of poor engine performance line 1 of repair order was diagnosed and traced to grill cover being left on vehicle.Dealer removed cover, perform Bulletin PIP5924 and DID NOT charge any additional fees and included this in the diagnostic fee of $129.95.

  
  Also noted, a second diagnosis fee WAS NOT CHARGED for compliant of vibration as guest has purchased tires from Fleet Farm a different service provided and should seek their input first. Furthermore we feel the person, *******************************, filing this complaint may not even be the owner or listed on the title to this vehicle and dealership questions why a complaint from a third party is even registered and would like this confirmed by the BBB.

  
  In summation, there is no manufactures warranty that covers this event. The dealership followed proper procedures for authorization per ATCP 132 and obtained proper authorization not to exceed estimate. 

  Exhibit # 1 RO #****** Customer Complaints/Concerns

  Exhibit #2 PIP5924 Diagnostic Aid For Bump When Stopping 5/19/2023 Perform vehicle identification number status check for open recalls and/or campaigns.  Found and performed PIP5924 on Line 1, removed grill cover and road tested and corrected problem. 

  Exhibit # 3 View Vehicle Information Summary shows the 3 year/36,000 Bumper to ************** Warranty expiration with no field actions or open recalls. 

  Exhibit # 4 MyKaarma Text Notification *** received a text from MyKaarma/Dealer that work was completed at 5:03 PM on 08/28/2023.  

  Exhibit # 5 Final Bill ********** Copy *** (customer) also signed final bill with Complaint, Cause and Correction with acknowledgement of receiving original estimate at the time of service write up and paid bill in full. 

  On arrival at the dealer ******************************* was very rude and was arguing with my service manager ******************* demanding the charge be removed.  ***** indicated no that ************* signed estimate and authorization to perform the stated work.  ****** demanded to see her signature on the repair order which ************ complied and showed she authorized the estimate of $259.90 but we only charged an hour of labor time because of work performed but dealer only charged $129.95 plus tax. While at the counter ********* was arguing with ******************* still demanding there should be no charge while ************* was asking him to be quiet and because she had agreed to the charge.

  
  On 08/29/2023 I, ***************** General Manager, spoke with ********************* who was very rude and aggressive via phone. ********* was stating that ************ was mistreating ********** because she was a women at which point I informed him that I was in the service lane when he came in and witnessed him arguing with ************.  ********* again complained about a vibration in the vehicle and the fact it should be covered under warranty which I told him it was NOT because the warranty had expired on 3/30/2023 at which point I told him he must go back to Fleet Farm who sold him the ****** tires since he had a vibration issue.  I explained we dont sell ****** tires because they are a very low quality tire that GM doesnt recommend and it is probably the cause of the vibration.  ********************** again stated that we were mistreating *************, harassing her because she was a women and dealer was taking advantage of her. ********* was threatening me with his attorney at which point I told him I was done with the conversation and to take his business elsewhere.  I also told him he could have his attorney call our attorney.

  On 08/29/2023 ********************** called our *********** in ************* ********* and spoke with *************************** who after reviewing the file,the repair order, transaction history and determined we followed ATCP 132 during our service write-up process also declining any refund.  **************** also stated that ********************** was a very rude and angry individual.

  
  

  Customer response

  08/30/2023

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

  Upon review of the business response while not satisfied with the answer it is Apperent that the business is willing to continue their questionable business practices and paint previous customers in a negative way. Multiple false wording and accusations. Were used through out their answer and claims. I have the phone conversation with the general manager recorded and not once was I rude or condescending or aggressive with him while on phone conversation, In fact I was told very unprofessional and degrading comments as a customer. After speaking with the corporate office as I mentioned to **************** I will take the advice from mr. ***** and take my business elsewhere, it is my determination that neither the BBB or the Buiness will be able to come to an agreement and I would like to withdraw my complaint number ******** as I do not accept these statements or accusations put forth by Luther automotive group and do not wish to agree with the business based on statements of non factual information. 

  Thank you,

  Andrew 

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

  Business response

  08/30/2023

  Customer brought the vehicle to the dealer and we wrote a Repair Order ****** written on 08/28/2023 at 9:42 AM as customer pay (C) due to warranty expiration on 03/30/2023.  Customer signed off on estimated repair cost of $259.90, authorization to perform work on the stated complaints and as per regulations stated in ATCP 132 of ********* Law, dealership obtained signatures to perform two separate diagnosis and guest authorized the amount of $259.90

  This was explained to her during the write-up process that these charges would not be exceeded without permission or a phone call. On the 8/28/2023 visit guest states complaint of poor engine performance line 1 of repair order was diagnosed and traced to grill cover being left on vehicle from winter. Dealer removed cover, road tested and DID NOT charge any additional fees and included this in the diagnostic fee of $129.95.
  

  Also noted, a second diagnosis fee WAS NOT CHARGED for compliant of vibration as guest has purchased tires from a different service provided and should seek their input first.
  

  In summation, there is no manufactures warranty that covers this event. The dealership followed proper procedures for authorization per ATCP 132 and obtained proper authorization not to exceed estimate.  If a customer authorizes an estimate and the dealer to perform the work we should get paid.   
  

  We regret any disagreement with a customer due to emotions or misunderstandings of facts.  However, we appreciate that the claim has been withdrawn and we would agree we are unable to meet the customers expectations so they should seek to service at another GM dealer.

*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. ↩