Complaints

• Initial Complaint

  10/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION 10/06 TYPE OF PURCHASE : USED 2022 ****** TACOMA FAILURE: TO PROVIDE A SECOND KEY FOB THROUGH THE WHOLE INTERACTION I ASKED MY SALES AGENT ****** ABOUT A SECOND KEY FOB. I ASKED ABOUT 3-4 TIMES AND HIS RESPONSE WAS THE SAME: "LET ME CHECK AND GET BACK TO YOU"..I GET TO THE AGENT THAT ASSISTS WITH COMPLETING THE PURCHASE OF THE ***** HE TELLS ME THAT IF I DONT GET HIM A TITLE FOR MY TRADE IN I WILL OWE $50.00 FOR A TITLE REPLACEMENT!!!! $50.00!!!! OF COURSE I WENT BACK TO THE DEALER THAT SAME WEEKEND TO DILIGENTLY DELIVER WHAT I HAD VERBALLY PROMISED AND TO AVOID THE EXAGERATED SUM THAT THE DEALER WANTED TO CHARGE.ONCE I HAD SIGNED THE CONTRACT ****** TELLS ME THAT THERE IS ONLY ONE KEY AND THAT HE WILL TRY TO GET THE PREVIOUS OWNER A CALL TO GET THE OTHER KEY FOB. WHILE WE ARE WALKING OUT A GENTLEMEN BEHIND THE AGENT SALES DESK TELLS ME NOT TO WORRY THAT IF THEY DONT GET IT THEN THE DEALER WILL COVER THE REPLACEMENT FOR A KEY. ****** HEAR THIS LOUD AND CLEAR. TURNS AROUND AND CONFIRMS.. NEITHER OF THEM STATED THAT I NEEDED A 'DUE BILL' TO GET THIS COMPLETED. IT WAS A VERBAL AGREEMENT WHICH I THOUGHT IT MEANT SOMETHING JUST LIKE THE VERBAL AGREEMENT ON ME PROVIDING TWO KEYS FOBS PLUS THE ***** TITLE FOR THE TRADE IN!A FEW DAYS GO BACK TO THE DEALER SPENDING MORE TIME AND LEAVING WORK TO COME TO FIND OUT THAT NO ONE CAN ASSIST ME WITH OUT A DUE BILL. A GENTLEMENT GETS ****** ON THE LINE AND ****** DENIES EVER CONFIRMING THAT THE DEALER WILL COVER THE REPLACEMENT FOR A KEY FOB! FOR THE PAST WEEKS I BEEN GOING BACK AND FORTH WITH NO RESULTS. IF THE DEALER IS NOT ABLE TO PROVIDE AN ACTUAL REPLACEMENT I WILL PAY THE $495.00 AT ******. HOPEFULLY THIS RECORD HELPS THE SUPERIOR MANAGEMENT REVIEW AND TRAIN THE ALL REPRESENTATIVES TO AVOID THESE TYPE OF SITUATIONS AND HELP THE CONSUMERS UNDERSTAND THAT ANY PROMISE FOR SERVICE OR OPTIONS OR EQUIPMENT MUST BE IN WRITTING OTHERWISE THEY WILL GET THE SAME NEGATIVE SERVICE AND RESULTS AS MY SELF.

  Business response

  10/10/2023

   Hardin Buick GMC  is not responsible for second keys on pre owned units. This was explained at the time of sale and delivery to **********************. As far as missing titles on trade ins, ca dmv charges a fee for a duplicate title that was also explained at time of purchase/delivery. In accordance to ******************* all our paperwork was done correctly and explained at time of purchase. If ********************* would like to further discuss with the dealer he can reach one of the sales managers at the store. ***************************/************************ ******************** or ext 438

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my **** ***** Accordr to Hardin ***** on March 17, 2023 to check on a noise that was coming from near my right front tire of my car. I needed to get it smog checked and wanted to get the noise checked out first. They told me that there was leaking and I should have the the power steering pump replaced. They did not have a new unit available but said they could use an aftermarket power steering unit. they also recommended other parts needed to be replaced such as the water pump, tensioner, and belt. I called my husband at work and he said that since he was not home to check for any leakage on the driveway, if that is what they were telling me than maybe it needed to be done. I was charged and paid $2,997.71 when I picked up the car on Friday evening at closing time. When I started driving home the car was bouncing up and down quite a bit. At that point, they were closed so I had to drive the car very slowly on side streets to get home.The car WAS NOT bouncing at all when I had taken it in that morning. I called on Saturday morning to let them know the car was not drivable. I was told that the mechanic would not be in until Tuesday to look at it. In the meantime my husband went to the dealership to pick up the "bad" car parts they had taken off of our car. We could not detect and leakage in the car nor on our driveway. We took photos. I had to miss work on Tuesday in order to take the car in on Tuesday to find out what had gone wrong. They told me later that day that they could fix the problem for $4200. I refused and had someone take me to pick up my car. It took us a few days to be able to meet with the manager of the service department. He was very condescending to us and just told us he could have them put the old car parts back on. I was able to find a mechanic close to home to look at the car. He said they had probably "dropped" my car after working on it and it had blown the shocks. He was able to fix it for $1,892.15 - less than half of what Hardin had said they could fix it for. He also took a look at the car parts they had removed and said they ALL looked okay. We did file a dispute with our credit card company seeking a partial refund in order to pay the mechanic bill to fix the problem Hardin ***** created. They lied to the credit card company saying I was only disputing it because my husband had not consented and that I never complained that the car was undrivable. Two lies. Had the car driven okay after picking it up, there would not have been any problem. I am just seeking a refund in the amount of $1892.15 - the amount I had to pay to fix the car by another mechanic. I do not have access to upload the mechanic report/receipt right now but can provide it.

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