Complaints

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had close to $7,500 worth of repair work done to my truck. The majority of that cost was to repair the engine lifters and camshaft. I worked with GMC corporate to lower the cost and explore options, all of which is in writing. I mentioned being concerned about the high cost of repairs and that I wasn’t expecting the added cost of the camshaft repair, but the dealership would not warranty their repair work if I didn’t agree to replace the camshaft as well. Ultimately I agreed to all repairs to maintain full coverages on the repairs, which service tech Sam explained covers all repair work on the engine lifters which he said “covers anything that touches oil for two years, unlimited miles”. I have been asking for written proof of the coverage since approving the repairs and I can’t get a call back. I went into the dealership at the time of pick up and demanded something in writing. Sam responded that the coverage is through GMC corporate and if there is a problem with the repairs I could take the vehicle to any GMC dealership. When I reached out to GMC corporate again, they informed me that any coverage is through the dealership and there is zero coverage through GMC. Last week GMC corporate sent a message saying I would receive an email from the dealership outlining the coverage but that hasn’t happened. I could have replaced this engine for a few thousand more but I agreed to repair this one based on the dealers assurances and the repair warranty coverage that we spoke about on numerous occasions. I should have been given something in writing but was not, despite my repeated requests. Ultimately I couldn’t hold out because they had my only vehicle for multiple months. I am happy to provide all of the messages with GMC which were sent over Instagram with their corporate page. We went back and forth numerous times per week for many months, but I have the entire chat history I can provide. It will just take a ton of screenshots unless there is another way

  

  Business response

  04/03/2024

  Copy of email with warranty coverage stated sent to customer on 4/2/24:

  The following repairs and associated parts are covered by General Motors for 2 years from date of install and for unlimited miles. The warranty on the items listed are covered both parts and labor and can be warrantied at any GMC dealer in the continental United States for until 11/18/2025 without a mileage restriction. I have attached both a copy of the General Motors warranty indicating this under the section that reads “All GM Service Replacement Parts” and have also attached a copy of the job card that these repairs were performed on.  The following repairs are covered under this warranty and are as follows:
  
  Line A- Camshaft replacement. Part number 1**************16,12*****8,1******2,12**************0,19*****5,12*****0,and 1******7. Covered both parts and labor until 11/18/2025 should they fail.
  Line B- Oil cooler lines replacement. Part number 8******3. Covered both parts and labor until 11/18/2025 should they fail.
  Line C- Sway bar link replacement. Part number 2******8. Covered both parts and labor until 11/18/2025 should they fail.
  
    In regards to the discussion you had with Sam: We can only apologize if the warranty wasn't made clear to you or stated incorrectly. The warranty you received is in effect one again until 11/18/2025 should any of the parts listed above fail during that time period and is once again is covered parts and labor at any GMC dealership in the continental United States.
  
  I will also mail you copies of this email, the GM service parts replacement warranty, and the associated job card to the your home address of ** ****** ** ***** ****** ** ******
  

   

  Customer was also sent copy of job card ***** via email on 4/3/24. I had phone conversation with customer on 4/2/24 and 4/3/24. Customer is not happy as he states that employee told him that warranty covers anything that touches oil. I explained warranty coverage to customer above via phone and email. Please see details listed above. 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was promised full warranty coverage “on anything oil” touches by the service advisor Sam on multiple occasions. When I asked for a copy of my coverages I was repeatedly ignored. At pick up I requested the coverages in writing again and I was told the service manager Brian would send them to me via email, which did not occur.   Sam claimed he did not have access to provide the documentation and that since they we closing I’d have to wait.  The dealership ignored me until I filed the BBB complaint. They then tried to state that I negated any additional warranty coverage in writing by signing the repair ticket. When I asked for a copy any signed document where I waived such rights, I was provided a document with unsigned copies of the repair order.  When I again asked for signed copies, the dealership sent over the same document with my signature clearly forged.  I have numerous copies of my signature, which I am happy to provide with Better Business Bureau. Any party looking at these signatures can tell that it is blatant fraud.  I am happy to provide any documentation or proof required.
  
  Sincerely,
  
  ***** *********

  

  Business response

  04/18/2024

  The company stands by the implied warranty that was already listed and noted in original submission from us per dealer ownership.

  Customer response

  04/19/2024

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

  The business is refusing to respond to the fact that they forged my signature on the attached job card where I allegedly signed away the warranty coverage that I was promised.  The signature on page two looks nothing like my actual signature.  Any party can look at my actual signature and see how they look nothing alike.  I think it’s clear that a party willing to forge my signature with the intent of waiving my rights would also be willing to lie about warranty coverages. I asked for copies of the warranty coverage numerous times prior to approving repairs, during the process, and also when I picked up the vehicle. I was told the service manager would email it to me but nobody responded to my calls and messages until this complaint was filed.  During this time I was also communicating about this issue in writing with corporate GMC through Instagram chat, where I referenced the promises made by Sam.  I was told by Sam on every occasion that the warranty covers anything that oil touches.  If my coverages were based on a standard repair document as claimed, they could have mentioned that at any of the times I requested a copy of the coverage.  If this is standard practice and there were no intent to deceive, it should have been readily available and easily communicated.  When I expressed concerns about putting $7,000 into repairs and potentially having another engine issue, Sam repeatedly assured me that I have nothing to worry about because “everything will be covered for two years and unlimited miles”.  Any time I asked him to clarify that statement, he responded with “it would cover anything oil touches”.  The coverage they allege that I have is not what I was sold when I approved repairs with Sam.  I want to know who forged my signature on the attached document attempting to waive my rights.  I also want to know why I was billed multiple times for the same items, split over the multiple work orders.  It appears this was done to inflate repair costs for things like oil and coolant.  Work performed on all three work orders was performed at the same time and should have been a single work order.  This would have prevented me from being improperly billed multiple times for the same items.  I question if the labor was also compounded in the same way oil and coolant were listed multiple times. 
  
   

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/10/22 I purchased a 2015 ***** ********* **** for $27,774. At the same time I purchased a Bumper-to-Bumper warranty which was explained to me to cover EVERYTHING for an additional $2188. The warranty was for 2 years or 24,000 miles. On 11/16/23 I had an appointment with dealership to drop my truck off to check for issues I was having with it shifting. I was within my timeline and mileage. On 12/19/23 I was told the truck needed a transmission and the warranty company was denying the claim (********* ********** ******** ###-###-####). On 12/20 after speaking to Nick T***** I was told he would reach out to warranty and see if he could get them to reconsider. On 12/30 service manager Sam called stating the dealership would cancel my warranty and split the difference of the repair which would be $3600/each. I told them I would not accept the deal as I paid for a Bumper to Bumper Warranty and that it is covered. They have had my truck since mid november with no resolution and I have no vehicle. The dealership sold me the warranty and pushed me on it saying bumper to bumper everything for the first 2 years is covered and now wont stand behind it.

  Customer response

  01/11/2024

  I would like to withdraw my complaint on Wallingford Buick GMC.  I have been in contact with Larry the Vice President who is working with me to get my truck fixed to my satisfaction.

  Please let me know that you received this and will take my complaint down.  Thanks so much

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Wallingford Buick to diagnose and repair an issue I was having with my 2016 Buick ******* in January 2023. They diagnosed the issue was a component in the TURBO and needed to order the part. I was told that the part was on back order for 6 months. After we complained to General Motors in June 2023 the part miraculous arrived and the repairs were completed. Unfortunately, while my car which was being held by the Service Department at the Wallingford Buick experienced water damage from rain/ snow melt entering the cabin and the Service Manager does not accept responsibility for the damage. He wants me to contact my Insurance Co to access the damage. I do not agree and feel that the dealership should be responsible for the damage( which as far as we know is possible corroded wiring causing the air bag warning light to go on and the Driver's seat control is not working). I will disclose that I was made aware that the convertible top drains were clogged and chose not to have them included in the repairs at the time due to the excessive cost quoted by the Service Advisor. And, I was unaware that my car was being kept outside(I keep it garaged at home) and I had no idea that my car was in danger of damage because of the clogged drains. I would expect that a vehicle in the care would have been protected from the elements or at least I would have contacted to make other arrangements.

  

  Business response

  08/01/2023

   I spoke to Mr. ****** via phone on July 27,2023 at approximately 9:00 a.m. I petitioned General Motors for goodwill assistance with the repairs needed on behalf of the customer. This resulted in a 3-way split of the repairs needed with General Motors, the consumer, and Wallingford Buick GMC all contributing a portion. Mr. ****** accepted this proposal. Agreement reached between myself and the customer via phone on July 27, 2023 at 9:30 a.m.

*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. ↩