ComplaintsforGordie Boucher Ford of Thiensville, Inc.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/08/22 I brought a vehicle from Gordie Boucher things ville ********* I noticed on October 27/2022 while backing out of my ******** heard a little thump I looked around my vehicle to make sure that I didn't run over anything driving out of the driveway and moving forward the vehicle start to shutter I then began to look at the *** and it looks like it was getting stuck so I proceeded to go where I was going that day drove it again and the same thing happened then I contacted Infinity to make an appointment to have it looked at my appointment was set October the 31st 2022 for Infinity after infinity viewed it on the 31st I was told that the vehicle needed to have a transmission at that point I contacted Gordie Boucher to let them know that it had a bad transmission and that I needed to have my money back or it fixed I was told that they would take care of the problem when can I bring it in they gave me a date to bring it in I brought it in they taking it to a ****** dealership to have it evaluated and then they proceeded to try to fix it but they put a part on the transmission hoping that that will be the solution I was already told by the infinity dealer that it needs to have a transmission not a part so I was told by Gordie Boucher sales manager no worries they going to try to get the problem solved I brought the vehicle back in they let it set for over two weeks and then call me and told me that my vehicle was ready to be picked up I asked what was the problem that they found they say that they did not find a problem that the vehicle was running like it should run for me to take it home drive it for a while so the vehicle can learn me which I never heard of I taking it home for 3 Days contacted them again and say this vehicle is still running the same in fact it's running worse at that time the sales manager had me to speak with the ** he told me let's go for a ride I took it for a ride I pointed out the problem he act as if he didn't feel it or hear it he said okay let me drive it he drove it he told me he didn't feel anything I pointed out at him again like you feel it when I seen and heard how the vehicle was driving he said no he don't feel anything he said take it home drive it a little bit more I drove it some more and then I contacted him again and said this vehicle is not running at this point I said I needed to have my money back because I gave you guys all the chance in the world to try to fix it and now you're trying to flip the script on me and tell me that there's nothing wrong with the vehicle I said well let's do this if you don't feel what I'm feeling I drive this car so I know there's something wrong with it he stated to me he had his Tech Drive it he drove it the service manager drove it and they all said that they didn't feel what I felt with the transmission I said at that point why don't you trade me for a trade for this vehicle at this time because I'm not going to accept this vehicle the way it is because there is something wrong with the transmission I was told by the Infiniti dealership that the transmission needed to be replaced and that you or your service tech had a part put in hoping that it will fix the problem but it didn't at that time he told me give me a couple days let me talk his people and see what he can come up with well I gave him those days he told me to come in see what they had on a lot or Gordie Boucher group and see what they have at that time I appointed to him three cars we sat down and talk and all of a sudden it was a change as we spoken he's told me he cannot give me a even exchange he will have to make some type of money off of I said no this vehicle has a problem when I spoke with you I explained we can get it even I have been misled on to this day

  Business response

  02/10/2023

  Dear BBB,

  Prior to *******'s purchase, she scheduled two appointments to test drive the vehicle, had her mechanic inspect the vehicle and then the 3rd appointment, was the purchase of the vehicle.
  
  
  After *******'s purchase, within 30 days, she drove the vehicle here and requested we perform a test drive due to a transmission concern.  From what I gather, no problem was found.
  
  
  Later she visited the Infiniti dealership and complained of a transmission concern.  The Infiniti dealership informed ******* she will need a new transmission (terminology is important).
  
  
  ******* then contacted our dealership, we advised her we will have our ****** Dealership in *************** inspect it (****** and Infiniti similar vehicles).
  
  
  The Infiniti was a Blue CPO'd, we replaced the valve body (the main component in a transmission).
  We provided ******* a NO Charge Courtesy Vehicle for roughly 2-3 weeks.
  
  
  Shortly after, she contacted our Dealership, stating the vehicle continues to have the concern.   ******* dropped off the vehicle, we requested that ****** inspect it again, they drove it, our team drove the vehicle and our conclusion was that the vehicle drove well.  From what I gathered, *****************, *********************, a ****** Manager/Tech all are Boucher Service Managers and stated the transmission was fine.
  
  
  A bit later, I became involved as ******* requested to speak to the GM.  I mentioned to ******* that we would perform a road test.  Her and I drove around for 30 minutes - 40 minutes, city roads, highways, etc.  I informed her that I am not questioning her opinion of the vehicle but...CVT transmissions drive differently than a normal transmission with gears, as there are no gears in a CVT which results in unusual rpms, along with the sensation of the drive being different. 
  
  
  I made every effort not to downplay her concern, mentioned to ******* that I believe what was shared to me but from my experience, the vehicle is performing correctly.  A CVT will take some time to get used to...I stated that in my opinion, the opinion from our Certified ****** Transmission Specialist, the concern has been eliminated.
  
  
  A few more phone calls to me, I mentioned that I am more than willing to go for yet another drive, that the transfer case will have a 1 year warranty, that our Certified Transmission expert confirmed the vehicle is fine but she kept saying the Infiniti dealership said we should of replaced the transmission yet I feel the transmission does not have to be replaced, rather the valve body (terminology) which we replaced.
  
  
  ******* requested we try to find her a different vehicle within our group. Never discussed price over the phone... She located 3 vehicles online, 2 of the 3 I was able to bring in and have her perform a test drive.  The 3rd vehicle was sold or not available.   The vehicles were a disappointment for her but we discussed pricing (for the 1st time) as I knew this would be an issue.  She was expecting an even exchange and informed her, based on the vehicles she selected which were newer than hers, this is not possible but will do my best.  
  
  
  Since she did not like the vehicles, I gave her my word, I will do my best to find a nice vehicle for her but a slight cost will be involved especially if she chooses a newer model than her current vehicle.  Then we went to the trade in value should be prior to her money down...I do not want to sell her a subpar vehicle as I feel we will continue to have concerns.  I mentioned it might be a week, 2 weeks a month or so but if I find the right vehicle, if she finds the right vehicle online, please let me know.
  
  
  I received numerous calls from *******, (which I did not mind and answered) to a cease of phone calls, I was hopeful that the concern ceased, yet  I continued to search.
  The request was never made by ******* for a full refund until December or so.
  We never discussed a swap of vehicles without an expense as I avoided this until we located a vehicle for her but she did ask on the phone, how about we find a replacement vehicle (price was not discussed).

  Regards,

  GFB
  
  

  Customer response

  02/21/2023

  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.
  
  

  I disagree with the ***** that **** has shared. Many things were left out, including inaccurate dates for when **** and the dealership were made aware of the transmission issue with the vehicle. **** agreed to have the transmission fix however Gordie Boucher transported the vehicle over to ****** to have it worked on and never fixed the problem in the vehicle the vehicle set up for about a month. The vehicle is still not fixed to this date. 

  
  

  At this point, I am requesting a full refund for the total purchase price of the vehicle. I have tried. Many ways with ****, to resolve the issue and have not gotten anywhere besides going in circles. 

  
  

  I greatly appreciate your assistance with getting the total purchase price refunded 

  
  

  Kind Regards, 

  
  

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

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