Complaints

• Initial Complaint

  26/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new truck on March 29 2023 ,reduced engine power and engine light came on that day on way to Calgary from fort mcmurray which truck had now power ,than after stopping at gas station truck was ok again but engine light stayed on I called dealer on way and they said just don't use cruise control .when i got to calgary and pick my kids up a smell of exhaust was choking us out in the cab i had to pull over and we exited the truck 10 minutes later we got back in truck and continued .after few days in Calgary engine light went away..about 2 weeks later in fort mcmurray on my way to work truck did it again so I went to dealer where they kept my truck for nearly a month than finally said they fixed it .than a month later driving on highway the engine light came on again and reduce engine speed drive with caution warning came on the dash ,as other drivers speed by blowing there horns which wasn't safe i drove straight to dealer an they checked my truck again and said they can't fix the problem ..this is not right .I traded in my old truck and got a 4500.00 dollar credit on new truck and now I got a lemon that they won't fix or take back but offer to sell me another truck loosing all my credits .

  Business response

  19/07/2023

  Dear *****,
  
  Thank you for reaching out to us regarding your experience with your new truck. I know that someone from our Service Management Team has reached out to you previously but I do not believe you have been able to connect. We appreciate you bringing these specific details to our attention, and we understand your frustration with the recurring issues you have encountered.
  
  On April 18th, at 7:02 pm, you brought your truck in with an appointment to address the concerns of a Check Engine Light, the smell of DEF fluid inside the cab, and reduced engine speed. The following day, on April 19th at 7:41 am, we promptly began diagnosing the issues. Our investigation revealed that a faulty #6 glow plug was the cause of the Check Engine Light, and we were able to replace it as we had the part in stock. Additionally, we identified a leak behind the catalytic converter in the exhaust system as the source of the DEF smell. Unfortunately, the required parts (a gasket and a clamp) were on backorder from General Motors, resulting in a delay in completing the repair until May 11th.
  During the repair process, we also addressed the reduced engine speed concern, which was related to the glow plug replacement. We aimed to resolve all the identified issues, and when you picked up your truck on May 11th, it appeared to be repaired at that time.
  
  On June 23rd, your truck was brought back to us with a Check Engine Light concern and reduced engine power, which had occurred the previous day. We documented the issue at 10:44 am and brought the truck into the shop after lunch, at 1:45 pm. However, at that time, the Check Engine Light was no longer illuminated. We thoroughly examined the computer for codes and found a history code that led us to a GM bulletin. Following the guidelines of the bulletin, we ensured that the ECM computer software was updated to the latest programming, which it already was. We also verified that the control valve opened and closed as commanded by the computer, and the code no longer reset. After conducting a comprehensive inspection, we did not find any faults with any component, and no further repair was performed. The code was cleared, and you picked up your vehicle on the same day it was dropped off.
  Since June 23rd, we have not received any additional reports of issues with your truck. It is important to note that this is not a case of us refusing to address the problem. Instead, the truck is not exhibiting the concern with any failed part that requires replacement based on our investigations.
  
  We genuinely apologize for the inconvenience caused by these recurring issues, and we understand your frustration. Our aim is to provide you with a reliable and fully functional vehicle. We will continue to monitor the situation closely and remain committed to addressing any future concerns that may arise.
  
  If you have any further questions or if there is anything else we can do to assist you, please do not hesitate to contact us directly. Your satisfaction is important to us, and we appreciate your patience as we work towards resolving this matter.
  
  Thank you for bringing these details to our attention, and we look forward to serving you in the future.
  
  Sincerely,
  
  ****** *********** ******* *******
  Summit GM

• Initial Complaint

  13/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an used 2019 GMC Terrian from this dealer was not made aware of any body damaged delivery man said he picked it up that way they won’t return my calls texts or emails have sent a quote from my local dealer for all the work at least 2times with no response need this vehicle to get to work as I’m raising my grandson and need a reliable vehicle would like it fixed to ensure it’s longevity and I did pay exactly what they were asking with a large deposit as well

  Business response

  24/10/2022

  We have been in touch with the customer and it is actively being resolved.

   

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