Complaints

• Initial Complaint

  17/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 15 2022. I brought my truck to Coast Mountain GM for a diagnostic on an issue with a noise coming from the engine as well as an issue with the brakes. I also had a routine oil change done. * I did pay a fee to have the brake issue diagnosed, the noise from the engine was determined a warranty issue so no fee was charged * It was determined by the mechanics and service department at Coast Mountain GM that the issue in the engine was the fan belt. I was advised it needed replaced but the replacement part was not available and I would have to wait 14-21 days for the part to arrived. I asked if the truck would be okay to drive 1000+ km as we were going on a trip before the part came in. I was advised this was okay.My brakes were also diagnosed, the vehicle system was telling me the brake sensor was disconnected, I was advised that it was because the rear brakes were badly worn and needed changed asap. I received a quote for rear brakes and refused as it was an astronomical price. Upon refusing I was told by the service manager that my business was no longer wanted as “I wasn’t giving them a fair chance” and that my warranty would would be cancelled. I took my truck to another GM dealership to have the warranty work done to find out that the fan belt was not the issue, the fan belt was broken yes, but only because the water pump was cracked and spewing water all over it and if I would have driven it 1000+ km it would have broken down. The warranty work was done the same day at this GM location. I also went to another mechanic to have my brakes done. I was advised by them it was the front brakes that were so badly worn the rotors were warped and that my rear brakes were still at 80%. I feel my vehicle was misdiagnosed, twice. I was extremely wrongfully treated by the service manager, and I have tried to reach out to them about this and they do not cooperate. I would like compensation for all I have had to go through for this. Refund for the oil change

  Business response

  31/10/2022

  On 13Aug22 the customer was given a brake quote of what would be required after a customer requested inspection of a brake monitor code coming up.  Unfortunately, we did not have parts in stock.  We then tried to exhaust other options and contacted the customer on and explained that we could get parts sooner from aftermarket but there would be a significant increase over the original parts quoted.  The customer was very upset at the pricing, did not allow us to explain the quote and said that they could get the brakes done by a 'reputable shop in Vernon for about $330.00’.  We tried to confirm if the quote was comparable quality parts, whether it was just parts or if labour was included, etc., the customer was unsure just that the ‘pads were about $80.00’. 

  
       On the same work order, the fan belt was diagnosed after customer requested inspection of a squeak from engine area.  At the time there was no note of leaking fluids or other issues.  At the time (13Aug22) the belt was not in stock, however, after doing a review, we found that we did have one held for another customer.  We contacted the other customer who confirmed they were not able to come in right away and it was fine we wanted to use and reorder for them.  We then contacted the customer on (16Aug22) and explained that we could use the belt from another order and offered a date to get it done.  We were informed that the customer would be out of town and was getting the fan belt done at another location.  We confirmed back that it was not a problem and that we would cancel the pre booked appointment.

  
       At the contact of the revised brake quote the customer was very difficult with our staff which resulted in the manager taking over the customer contact.  We will have to disagree with the statement that there was mistreatment on our part.  Any further details on interactions will not be noted due to the nature of where this is displayed.  Ultimately, we were not able to come to agreement on pricing for additional work required and the customer took the work elsewhere, which the customer has every right to do.  We charged for the brake inspection, noise inspection and oil change which were requested by the customer.  As such, we are not prepared to offer a refund for work the work that was requested and completed. 

  Customer response

  01/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  ultimately this comes down to being here say on coast mountains behalf. I was treated rudely and unprofessionally by the service manager and I have text messages from her personal phone admitting she texted me as she felt it was better and she had a “cooler” mind that day. ** ****** *** ***** *** ***** ** *** *** **** **** *** *** **** ** * ******** *** *** ******** ***** ** ** *** ****** * ****** ****** ** *** ******** *** ** ***** *** ***** ** ******* I just wanted this complaint to be somewhere public for others ** ********** ***** **********. I will happily no longer give my business to coast mountain GM, we will be cutting all ties that bind, and all future recommendations to friends and family will be to stay far far away. 
  
  Sincerely,
  
  ******* ************

  Business response

  01/11/2022

       Please note that no texts are done through personal accounts. All our texting goes through our in-house system, attached to each user, which keeps a FULL record of all interactions so we can track repair authorizations, additional information from customers etc.  As stated previously, given the situation, action and behaviour from everyone involved, we do not believe there was any wrong doing on our part.

  
      We fully respect the customers right to have their repairs done elsewhere and wish them all the best in that endeavour.

  Customer response

  01/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  so being told by your service manager that “you didn’t wish to continue business with me because I was not giving you a fair chance, and my warranty work would be cancelled” was not wrong doing or unfair treatment by you? * ***** **** ***** **** **** ** *** ***** *** *** ********* *** ******* **** **** ***** I may have been in the wrong with how I handled the interaction but what was said to me and how I was treated was not right.  I know I have every right to have my work done somewhere else, but I was told that I was no longer welcome as a customer and if that wasn’t what you were told by your service manager **** *** ** *********** **** *** *** **** *** * **** *** ***** ********* **** *** **** *** ***** *** *** **** **** ***** 
  
  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. ↩