Complaints

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had multiple issues with my brand new 2024 Buick Encore since the time I drove it off the lot. It has caused me to miss work. It has been it to be fixed. I’m still having issues with what was supposed to have been fixed/ replaced. I don’t believe this was done. I told them from the beginning that I wanted to take advantage of the 30 day buy back program. I was given a number. I called this number. All they have done is delay and deny this process. The owner of the business would not even call me back for two weeks. Then he said the general manager would call me, this never happened. This is disappointing to say the least. I want/expect a new 2024 Buick Encore as a trade in asap. The one I have now is unreliable and scares me to drive. I have also pointed out safety issues to them with no solution. I told them about a shaking left front wheel when it hits 70 mph. Plus the back up mirror still does not work. This car is a total lemon. Let’s get me a new replacement car asap. Thanks in advance. ***** * ***** * *******

  Business response

  04/09/2024

  Hello *****, thank you for your message. We are more than willing to help resolve any concerns you may have. As previously mentioned, you did not show up for the appointment with our Service Manager on March 28th as we discussed on the phone. Our owner has called you twice and left voicemails in an attempt to schedule a time for you to come in.  In order to assist you with repairing the vehicle and communicating your concerns to ******* ******, we will need you to show up for the road test and inspection appointments so we may accurately and thoroughly document your concerns.  Thank you, and we look forward to assisting you!
  
  

  Customer response

  04/09/2024

  My response to Yemm Autio’s last statement:

  1-How many times do I have to repeat that the first time you would NOT give me a loaner car to drive. So, I could NOT miss work by taking my car to the dealership. 
  2- The second time the owner of the dealership said that you( **** ****) would call me the next day to set something up and YOU never did that ! 
  3-How is a road test going to fix my back up camera ? Plus a mechanic was supposed to have taken my car out for a test drive the very first time in was in for a repair anyway. What happened there ? How would you like to explain that ? 
  4- so, now can you just get my new 2024 replacement Buick Encore on the way to me. I think I have waited patiently long enough! 
      Thanks in advance. 
        ***** * ***** * ******

  Customer response

  04/10/2024

  To, Better Business Bureau of Illinois,

   To say I’m more than disappointed with your response would be an understatement. So, you are now leaving me driving around in an unsafe car, that has a left front tire that shakes at 70 mph hour , when I drive 50 miles to AND from work everyday! A back up camera that hasn’t worked since day 2 ! Another fire that was supposedly fixed. An issue that caused me to miss work and they had no answer for ! With no apology. A GM of the business that did NOT call me as PROMISED by the business owner. 
    I guess you are saying this is a plus $31,000 mistake I made. The owner and everyone else involved should be ashamed of themselves! 
     All I can say is the word on the street travels fast. 
     Also, I hope nothing unfortunate happens to me in this unsafe vehicle. I hope everyone will be able to sleep at night. 
      Please think about everything I mentioned here. And please, forward this to Yemm Auto in Galesburg, Illinois. They should know how people feel about the service they provide to their customers! 
     That is all I can say, 

      ***** ****** * ****** 

  Business response

  04/12/2024

  Hello *****, thank you for your message. We are more than willing to help resolve any concerns you may have. As previously mentioned, you did not show up for the appointment with our Service Manager on March 28th as we discussed on the phone. Our owner has called you twice and left voicemails in an attempt to schedule a time for you to come in.  In order to assist you with repairing the vehicle and communicating your concerns to ******* ******, we will need you to show up for the road test and inspection appointments so we may accurately and thoroughly document your concerns.  Thank you, and we look forward to assisting you!

  Customer response

  04/12/2024

  This is their form letter they keep sending. Follow up with them again. This is not completely accurate and they know this. This is unacceptable!! I want my 30 day buy back I’m entitled to. Let’s get this done immediately! 

  Customer response

  04/13/2024

  Dear BBB,

  I went to Yemm Auto yesterday,they were rude and unprofessional and unwilling to help in anyway. The service manager raised his voice and seemed out of control at times.  This was witnessed by the general manager. 
    I let the service manager also take my car for a test drive. He can clearly see that what was supposed to have been fixed before is still not working. Another he and I disagree about is I believe it is unsafe to drive. He does not. Besides this, this was supposed too have been addressed the very first time it was in the dealership. 
     I have also missed work because of this cars defects. This is all manufacturing issues. 
    As stated before, I want to take advantage of the 30 day buy back program that was promised at delivery. Please help me make this happen.

   Thanks in advance, 

  ***** ******* ******
  
  

  Customer response

  04/13/2024

  Dear BBB,

  I thought of something else that happened that I would like to share. 
  Only two representatives of Yemm Auto took place in a meeting we had. I asked for the owner of Yemm Auto and the salesman to take place in the meeting. I was denied this opportunity. It is my understanding that they were both present on the facility at the time. I was given no good explanation why they could not attend the meeting. That sounds disrespectful to me and shows blatant disrespect for their customers. One more reason why I truly believe I deserve and expect to be granted my buy back program on this car as promised in the negotiations with the salesman. 
    Thanks in advance. 
     ************ ****** 

  Business response

  04/16/2024

  When ***** ****** arrived at our dealership on 4/12/2024, he was provided with options for next steps in resolving his concerns. 

  ***** is requesting a buy back from ******* ******.  In order to assist ***** with this, the dealership must provide ******* ****** with specific documentation.  In order to gather this documentation, ***** must allow us to inspect and perform repairs on his vehicle.  ***** requested a loaner vehicle to drive so he does not have to miss work, which we are happy to provide.  However, ***** refuses to allow us to work on his vehicle unless we are able to provide him with the exact make and model of loaner vehicle that he drives.  We do not have a 2024 Buick Encore GX loaner, but we have many similar SUVs.  ***** refuses these offerings, and therefore, will not allow us to work on his vehicle. 

  After refusing the loaners available to him, ***** asked for a vehicle appraisal to sell his vehicle back to us.  When our Sales Manager arrived to provide this service to *****, ***** refused to allow our Sales Manager to appraise his vehicle.  

  ***** is argumentative and refuses the solutions available to him.  Our Service Manager communicated that we are here to help ***** and will continue to be if he will allow us to help him.

  Customer response

  04/17/2024

  Dear BBB,

  1-Let’s try to stick to the facts. My left front tire that was supposed to have been looked at and fixed , has NOT ! Big time safety issue. 
  2- My back up camera that the told me was fixed, is NOT fixed. Another safety issue. 
  3-As  usual, Yemm is trying to dodge all the issues so they don’t have to do the right thing. 
  4-Why was my car NOT test driven the first time it was takin in to figure out this tire issue? 
  5-When it comes to driving a loaner car, I have already done that. Just ask the salesman, I drove his car!! So that’s a moot point. 
  6-If they would have taken care of my problems in the first place, I would NOT have missed work ALREADY! BTW , how come I never got reimbursed for that day as requested? 
  7-“***** “ requested a meeting with the owner and salesman to talk over his concerns about his new car and was denied. Why is this ? What are they hiding or are ashamed of? 
  8-***** did not refuse to allow the sales manager to appraise his car, he only refused to open the car door. The manager could have easily pulled up the sales receipt on his computer at any time, no questions asked. So, once again, a moot point. 
  

  9-***** only became argumentative after he had been yelled and screamed at my the service manager “****** “. But by that time, ***** had had enough of being ridiculed! 
  10-So, once again let’s get this 30 day buy back started ASAP. 

  11- I have waited long enough!! 
     
    Thanks, 

   ***** ******* ****** 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 Buick encore at the end of may I’ve barely drove it maybe 1,500 miles it hasn’t even made it to its first oil change and the ac broke I took it in since it happened not even two months after buying it they told me I needed to pay them 1,000$ to fix it because they’re not honoring their warranty. Fast forward to four days ago I had to drive an hour away to do some stuff for the army I went to ******* ****** and sat eating my breakfast in my car then I hear a big boom from my car I get out and inspect my car and i have a part of my rear coil spring sitting under my car so I got my car towed back to town then took it to them they had it for four days and they tell me they won’t fix it on their dime and I have to pay to fix it even though you can tell it’s been broken since I got it I just didn’t know they also said that both the back ones need replaced and it’s going to come out of my pocket I just got this car not even 5 months ago and it’s already had two major problems one that could have killed me if I was on the highway like I was supposed to be. If they would just fix the issues that definitely shouldn’t have happened within five months of me owning the car I wouldn’t have a problem with it but they keep lying and going back on their words. I could have died when my coil spring broke and I was on the highway and they don’t even care it’s completely sickening. When they did the ac they said they did a multipoint inspection that didn’t show anything wrong now on this multipoint inspection it has a multitude of things wrong that couldn’t have happened in a 2 month time frame.

  Business response

  10/02/2023

  *****, We see that you have concern regarding the A/C high pressure fuel lines and coil spring on your 2016 Buick Encore with 107,955 miles.  We did review your Extended Warranty coverages.  Unfortunately, these items are not covered under your Extended Warranty.   We are sorry that the vehicle has not met your expectations, and we do hope to have the opportunity to serve you again in the future!
  

  Customer response

  10/08/2023

   I am rejecting this response because: I shouldn't be having these problems with a car I just bought and you guys sold me a "bumper to bumper" "warranty" that covers nothing for 5k. It's ridiculous that you won't own up to something that ls obviously not my fault since in between the mantinence of the ac breaking and my spring breaking was only 500 miles if that (i have proof of this), there's absolutely no way that just "happens" and it just "rusted through" that doesn't happen quickly you would have seen it when you did the "safety" check or it would have had to be like that when you sold me the car and that would mean you like to sell junk cars and say you looked at them it's absolutely crazy that I'm dealing with this and you guys just keep wanting more and more money just like you did with my other car. I've learned my lesson in trying to work with your company. 
  

  Business response

  10/18/2023

  We hear and understand your frustration, *****.  We agree, it's not your fault - it is no ones fault that the vehicle is requiring repairs.  While frustrating, vehicles do require repairs, especially those over 100,000 miles. 

  We will always stand behind the Extended Warranty for all repairs covered under the warranty.  Unfortunately, the repairs needed are not covered items.

  For your reference, here are the items covered by your Extended Warranty:
  
  1. Powertrain Coverage. All parts listed in the “Powertrain Coverage Plan”,
  and seals and gaskets on those parts.
  2. Climate Control System. Accumulator / dryer, actuator, blower motor,
  blower motor relay, blower motor resistor, blower motor switch,
  compressor, compressor clutch, compressor pulley, condenser,
  evaporator, expansion valve, heater control valve, heater core, Heating
  Ventilation Air Conditioning (HVAC) control head, orifice tube, pressure
  sensor, and pressure switch.
  3. Suspension System. Control arm bearings, control arm bushings,
  control arm shafts, control arms, radius arm bushings, radius arms,
  stabilizer bars, stabilizer bushings, stabilizer links, spindles, torsion bars,
  and wheel bearings.
  4. Brake System. Anti-lock Brake System (ABS) accumulator, ABS control
  module, ABS motor, ABS pump, ABS reservoir, ABS wheel speed
  sensors, compensating valve, disc brake calipers, hydraulic lines,
  hydraulic line fittings, master cylinder, power brake cylinder, vacuum assist
  booster, vacuum brake booster pump, and wheel cylinders.
  5. Steering System. Steering gear box, steering rack, all internal
  Lubricated Parts in the steering gear box or steering rack, power steering
  pump, steering column shaft, and steering column shaft couplings.
  6. Engine Cooling System. Engine cooling fan motor, radiator, radiator fan,
  radiator fan clutch, thermostat, water pump, and water neck outlet.
  7. Fuel System. Accelerator pedal sensor, fuel delivery pump, fuel gauge,
  fuel injectors, fuel pressure regulator, fuel sending unit, fuel tank, intake
  manifold runner control, metal fuel delivery lines, and throttle body.
  8. Electrical System (Engine / Chassis). Alternator, body control module,
  camshaft sensor, coolant temperature sensor, crankshaft angle sensor,
  cruise control module, cruise control servo / transducer, cruise control
  switch, generator, fuse box, idle speed motor, ignition coil pole pieces,
  ignition module, junction box, starter motor, starter solenoid, manifold
  pressure sensor, manifold temperature sensor, mass air flow sensor,
  oxygen sensor, primary fuel injection computer, throttle position sensor,
  vehicle speed sensor, voltage regulator, and wiring harness.
  9. Electrical System (Other). Brake light switch/pedal position sensor,
  convertible top motor, convertible top motor switch, dome light switch, door
  module, door ajar switch, driver information gauges/indicators relating to
  the operation of the Vehicle, exterior lighting circuit board, external mirror
  switch, fog light switch, headlight switch, ignition lock cylinder switch,
  power antennae motor, power door lock actuator, power door lock switch,
  power seat motor, power seat switch, power window motor, power window
  motor switch, power window regulator, rear window defroster switch,
  sliding door motor, sunroof motor, sunroof motor switch, tail light circuit
  board, turn signal switch, windshield wiper delay switch, windshield wiper
  module, windshield wiper motors, windshield wiper switch, and wiring
  harness.
  
  

   

  Customer response

  10/19/2023

   I am rejecting this response because:
  
  I got it from you guys with that many miles those should have been looked at before you even put that car on your lot especially because the car started having things break not even two months into me owning it id understand if I had the car for a while and drove it a lot but like I’ve previously stated I’ve hardly drove the car but to work and back in Galesburg because I don’t like driving very far and when this happened I was out of town on the first “long” road trip with the car to rock island, but we obviously are never going to see eye to eye about this safety hazard of a car you sold me.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  November 8th, 2022, I purchased a 2013 Ford F150 from Yemm in Galesburg. I had financing with my personal credit union so it was like a cash deal. I went and looked at truck and test drove truck. Next day bank personally delivered check to Yemm and I picked up the truck later that day. No one ever spoke with me about warranties or coverage of truck, should have been a red flag but **** ***** didn't seem to be steering me in wrong direction. 2 weeks after having the truck, a check engine light came on and truck was not running right. I had codes read by mechanic and it showed 3 codes for VVT solenoid, Oil pump and turbo issues. I called dealership and they had me bring truck over saying it was safe to drive an hr to them. Got truck to them and the next day they called and said they couldn't find an issue or any codes. Impossible they were there when I dropped it off. Sure enough get truck back and no codes or anything. Now February 12th, 2023, barely 3 months later, and check engine light came on again. Pulled over and called mechanic cause it was blowing smoke out tailpipes. He comes to my location and scans codes, same 3 codes along with 2 new ones. Had truck towed to mechanic shop and now told it needs a motor cause those codes locked oil pump and caused engine to blow. Barely put 6k miles on this truck in under 4 months. Called Yemm and now being told it's my fault and I am stuck with this issue and have to come up with over $9k to put in a new motor cause **** the financing manager never offered extended warranty on truck. Paperwork shows he already had it marked at declined. I always buy warranties if offered cause of issues. **** was rude in messages and said " Girl I tried to tell you to buy the other truck that costed more, but you liked the one with high miles instead." I didn't think I was only going to get 3 months to drive a $21k truck. Truck had 137k miles and now 143k miles. What type of dealership just sales trucks you can't even drive for 10k miles.

  Business response

  03/07/2023

  We are sorry to hear that the F-150 is in need of engine repairs.  We contacted and spoke with the customer on March 7, 2023 to begin resolution discussions.  Once the F-150 is at the dealership and we have more details about the repairs needed and the ETA of an engine, we will be in touch with the customer again.  We look forward to working with our client to resolve this matter!

  Customer response

  03/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and We are waiting for the other dealership to contact me and get the truck to look into what repairs can be done. I have already been told by 3 dealerships that a 3.5 liter engine that's in this truck can not be acquired at this time so no way to replace this engine at this time and Ford will not give a time frame of when they can get an engine. Guess this is an issue a lawyer can take up with Ford and Yemm cause I am speaking with one next week as well. Cause I'm tired of the games and need this truck for work. Other dealer is not responding back now. Will follow up after phone call back with them tomorrow. 

*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. ↩