ComplaintsforPalmen Buick GMC Cadillac

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new GMC Sierra ******** 21, 2022.A few days later, the radio started glitching or would turn off any time I drove.By January 10, I started having electrical issues.The door lock/unlock did not work, the driver seat stopped going into its "driver 1&2" positions and then when I was at the gas station, the truck didn't start and I needed a jump.I brought the truck in and they refused to give me a loaner, that I would have to rent one.When they were done with my truck a few days later, they said nothing was wrong. I still had problems with the radio January 12, brought it to the shop, got it back January 18, and proceeded to have the same issues after nothing was done.The electrical issues started to escalate.January 26, the rear camera quit working intermittently.I brought the truck back in. They gave me a loaner which was not equivalent to my truck.I asked for something similar or with remote start since it was winter and they responded "No.You can't always be a princess".I continued having electrical issues.I tried working with GMC resolution center until they stopped returning my calls.Any time that I drive the truck, the radio cuts in and out.Issues continued including:truck not locking, seats not going into driver positions, no rear camera, buttons on the wheel not working, no sound including blinkers, mirrors not folding in/out, automatic start not working, service traction control/check engine, truck shaking when driving.I brought the truck in after every light on my dashboard lit up 1/31/24. They said no codes were appearing.They fixed the check engine light & told me the truck was ready.I asked if they fixed the radio issues as well, and they said "you just complained about the radio, you didn't say you wanted us to fix it".After getting my truck back, they said the radio needed an update.The radio is having the same issues and now the speed limit sign on the dash only reads as 25mph. I called to let them know & now they don't return my calls

  Business response

  02/23/2024

  The vehicle is under factory warranty until 12/21/2025 or ****** miles.  I would be happy to have a technician look at the vehicle, but this is a nationwide warranty.  The customer is welcome to have it looked at by another GM dealer as well.  Any requests to replace the vehicle should be discussed directly with ************** customer care.  *************

  Customer response

  03/04/2024

  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.
  
  I have already brought my truck in 7-8 times without anything being done. The truck is a lemon and I want a replacement. I have put far too much time and energy into a brand new truck. I do not may $700 a month for it to not work as it is supposed to. And for the dealership to keep running me in circles is not okay. 
  Regards,
  
  ***************************

  Business response

  03/04/2024

  We can look at taking it in as a trade in, but again, any requests to replace the vehicle should be discussed directly with ************** customer care.  *************

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 31,2023 I drove into Palmen lot and located a vehicle that I really liked. I test drove the vehicle and decided to make the purchase. I was provided information on the vehicle, and noticed that there was still an outstanding recall. The salesman stated oh, that was taken care of, we cant sell a vehicle on our lot with an outstanding recall. So, I said ok. The recall was still outstanding and never taken care of. He passed me along to the waiting room while the financials were being worked out. There was no communication between the finance department and me the buyer, after 4 hours finally I went in to ask. He came up with an astronomical interest and payment rate and didnt even seem to try and really find the best rate possible. No communication. Because of this, I purchased the vehicle with cash. 5 days of owning the vehicle, Im having major issues transmission is slipping, drivetrain light comes on and off, mirrors dont work, wipers go on and off on their own. I could be driving the car in the middle of the road and the vehicle starts sputtering and will not accelerate. This is concerning because I have 2 small children in the car with me. I dont believe the vehicle was checked or inspected at all, there was still private information from the previous owner in the vehicle. The inspection sheet stated that certain things were checked and worked correctly, but they do not work. I have purchased vehicles before and this has been the worst dealership exsperience by far, from day one of the purchase. They sold a vehicle with major problems, not all of the used vehicle checklist operations that were checked off work, the finance department did not communicate the deal, and I was told that this was a clean, reliable vehicle. It has been and continues to be a nightmare! Im currently working with a **** dealership to get the problems resolved. More money out of my pocket.

  Business response

  11/13/2023

  I do not show a vehicle being purchased from ** at Palmen Motors (******************************************************).

  Please let me know if you have any additional information to share or if I can be of any further assistance.

  Thank you,

  *************************
  Vice-President & General Manager
  *************
  ******************************** 

  Customer response

  11/13/2023

  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.

  The vehicle was purchased on 10/30 from Palmen Buick GMC Cadillac INC. 
  
  Regards,
  
  *************************

  Business response

  11/13/2023

  The dealership you purchased your vehicle from is not our location. Therefore, if you wish to pursue this through the BBB method, please submit the concern for that specific location.

  Otherwise, I suggest reaching out to Palmen Buick GMC Cadillac (**** 74th Place) directly at *************.

  Please let me know if you have any other questions.

  Thank you,
  *************************
  Vice-President & *********************************************** Inc.
  *********************************************************
  *************
  ******************************** 

  Business response

  12/01/2023

  We have resolved the issue directly with the customer.  They are now in a different vehicle.  Thank you.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 16, 2022 I brought my 2015 Cadillac Escalade to Palmen for a check engine light issue. I left the car with them. I was called after some time telling me that it was a #4 Fuel Injector. They went forward with replacing that. During that repair, the dealership bent the fuel rail. They would not cover that even though it was their labor that caused that problem and we had to pay for that. After the vehicle was put together in full, they came back to me stating that now that entire row of fuel injectors were bad. Charged us additional labor after they had mis-diagnosed the problem. After we finally received the car back, there was a ticking that was not correct. We stopped payment on the check. We had to leave town for almost a month for a health issue with my family. Fast forward to now where the car is worse off than it was in the very beginning. My husband spoke to the ** this morning that states that we are to pay the "cancelled check" amount before they will take the car in. Why should we pay for repairs when within 60 days the car is worse off than it was in the beginning. That it literally a demand to pay for the "BAD REPAIR WORK" in advance. That is not working for us. How about Palmen stand behind their repairs first. Fix it properly. The aftermarket warranty company already paid for the majority of this ****. That is poor customer service. In *******, ******************** has a horrible reputation and shame on me for bringing my vehicle there.

  Business response

  06/24/2022

  As discussed with the customer, if there was an issue due to something that we did while working on the vehicle, we will stand by our work and correct the issue that we made.  However, we will not work on the vehicle while there is an unpaid balance or work that was not done properly by another automotive repair shop. 

  Customer response

  06/30/2022

  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.
  
  This is not what was discussed with Palmen.  First of all, the only place that repaired the vehicle is Palmen.  We only took it to another certified Cadillac dealership to get a 2nd opinion.  While just driving the vehicle into the stall, they INSTANTLY knew that the repairs were either not done, or not properly done.  They proceeded to look over things.  The conclusion was Palmen was not truthful.  We stopped payment on the check that we wrote.  We are now getting

  The only dealership that has done work on this vehicle is Palmen.  We are getting invoices for the repairs.  We stopped payment on portion of the repairs.  The car is actually WORSE than when we brought it in. It is now smoking and shaking.  We took the Cadillac to another certified dealership that instantly said the car was either NOT REPAIRED AT ALL or NOT PROPERLY.ANOTHER big issue is that Palmen constantly mis-diagnosed the problems with the vehicle.  They kept coming back to us for more money.  In addition, their tech admittedly damaged the fuel rail, and then charged us $600 for us.  When a tech admitted to damaging something yet expected us to pay is not acceptable.I am not stopping until I get results.  I promise you that.  Every time I discuss my issues with someone the comment I get is Palmen *****.  I have a video of the car that I would love to share.  I now have a vehicle that they billed us almost $7000 and I have gotten nothing but additional problems.  TO BE CLEAR nobody has worked on this vehicle but them.  AND, because of this and needing a vehicle, I have had to purchase a vehicle to get to work and back because this vehicle is NOT mdrive able.  Apparently Palmen is ok with treating their customers like this.

  We have a very big circle of car owners, my parents own a company dealing with vehicles, my husband is a tech and runs a service **** at a dealershipin addition I race a car at the **************. My voice is heard very widely and I will and do not Hesitate to share my opinions with EVERYONE!

  
  Regards,
  
  ****** / *******************

  Business response

  07/08/2022

  As discussed with *****, we are not willing to look into the vehicle any further until fully paid for the work that was already done. We will stand by our work and correct any work that was not repaired properly if it is determined that it was in fact the case.   

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 6, 2020, I purchased a 2015 Chevrolet Equinox and a couple of extended warranties. During the test drive, there was some concern expressed to the salesman ****** about the noise coming from the mid-back of the truck and the **** Sensor/Light. The response given about the issue was, it's because it's a truck, not a car and that he would top the tires off they were low due to its sitting and the recent weather. During the test drive, I was informed that the truck went through a couple of inspections. I continued to reached out to ****** and others at Palmen about issues with the truck multiple times. I took it in Aug. 2021 for the same concerns as before. The service worker drove it and said it sounded okay to him and topped off the tires. I took it back frequently and stopped at the Racine Palmen for the tires to be topped off since it was closer. The invoice given at the appt. on August 23, 2021, is my complaint about my vehicle, and resolutions or recommendations, which were incorrectly diagnosed. The Mechanic ***** said the valve stems needed to be replaced, and a faulty solenoid was the purpose of the noise. The noise continued resulting in me paying to have the valve stems replaced and a new exhaust system. I was informed by another mechanic that the damage that the car exhaust had could've led to illness in my children or anyone who rides in my car, especially in the wintertime. I took it to several auto shops that said there is no way my vehicle should have passed inspection and the entire exhaust needed to be replaced. I was told by Palmen it was going to be one problem after another if I fixed the problem. The other shops said they were correct it would be that way if I only fixed one thing at a time with the exhaust system. The salesman and manager's offer for a solution was to offer me less than what I paid for the car towards a trade-in equaling more hits on my credit reports and more debt. Bad health is what took so long to get to the appts

  Business response

  11/02/2021

  We are working with the *** to resolve the issue.  

*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. ↩