Complaints

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In regards to the purchase of a brand new 2024 *** ****** ****** ***. I purchased this truck from Wood Wheaton GMC in *******************, **.Since the purchase, the truck has had major problems that the dealership has been unable to repair. GM customer care does not do anything to help and only thanks me for my patience! This problem began at the beginning of December 2023, shortly after the purchase. To date, I have been told that they cannot repair the truck still and again are waiting for parts with no ETA. This is the story I have been fed this entire time with many parts being replaced, none of which have actually repaired the truck!As of now, I received a call from Wood Wheaton GMC asking for the return of their loaner to which they cannot replace at this time leaving me without a vehicle yet again.I feel I am getting nowhere and GM does not care. The way GM and Wood Wheaton GMC treats their customers is appalling!! I would HIGHLY recommend staying away from this place! ** ** * **** **** ***** *** ** **** **** *** **** ****!!

  Customer response

  05/03/2024

  I would like GM to take ownership and respond with the truck will be fixed with NO more excuses as to why they cannot fix it.

  Business response

  20/03/2024

  This customer issue was being dealt with through his new vehicle warranty. I am not sure how this issue directly involves the BBB, the repair of his vehicle involved multiple attempts to diagnose the issue and we worked with the manufacturers technical assistance team to find a resolution. ************** of ****** is the manufacturer of the product and we are working within the boundaries of their vehicle warranty, which is what we are required to do for any consumer. The additional request for compensation can be sent to ************** and they can decide if the lengthy nature of the repair time is grounds for reimbursement. My understanding is the vehicle has been repaired and returned to the customer. 

  Customer response

  20/03/2024

  
  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.
  

  The truck has been repaired but only time will tell if it stays that way as all attempts made previously by Wood Wheaton have NOT resolved the issue until now. It only took 4 months to repair the issue. **************** provided by Wood **********************, in my opinion is unacceptable and I will no longer be dealing with them in the future! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  13/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Wednesday, March 2, 2022 we took our truck to Wood Wheaton which is where we bought it from for a servicing. We had been experiencing issues with our back up camera and asked them to take a look. The issue was that sometimes the image was in colour and sometimes it was in black and white. The mechanic informed my husband that the computer simply needed an update so my husband said to go ahead and do that. The mechanic then ended up frying the entire system and our radio display is now dead. He then spent some time trying to fix it and could not figure it out so informed us that we would need an entirely new system. They took off one hour of his time and said they would pay for half of the system but that was as much as they were willing to do. We then took this complaint to the headquarters of GM and I will attach the photo of their response to this issue. Our concern is that we brought our truck into Wood Wheaton to be fixed and they gave it back to us in far worse shape. Our screen was not a big issue as we could still see perfectly fine when backing up. Now we have no screen, can not use the radio or back up camera or bluetooth or anything else. Our expectation is that if the mechanic would help to fix our truck, not destroy it.

  Business response

  30/05/2022

  Good Morning ******.
  
                                  In response to file #******** “****** *******, We have contacted General Motors and they have agreed to cover the replacement of the radio under Good Will as the vehicle is outside of its 36 / 60,000 km bumper to bumper warranty. ******’s statement that our technician ended up “frying” the radio is inaccurate, there was a software update that had to be downloaded and in the process the radio did not accept General Motors programing resulting in locking the unit. All of the factory program information is on  job line 3 of Christophers repair order number ****** including USB and calibration information along with the failure codeP17 info display fault code.
  
                  The radio was ordered and is in stock in our parts department and Christophers truck has an appointment for June 15th/2022 to have the radio replaced.

  Customer response

  30/05/2022

  
  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.
  
  Sincerely,
  
  ****** *******

*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. ↩