Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2021 GMC Terrain in for regular maintenance and to have an engine light checked on July 3, 2024. They had my car for over a week, told me a rental would be covered. When I got my car back, the engine light came back on as soon as I pulled out of the parking lot. I took the car back, they gave me back the rental. I got my car back the next day, returned the rental, and had a $600+ charge on my credit card from ***** for the rental. Hatchett said they would check on it and never followed up. Since then, I have had to take my car back to them 4 separate times due to "computer issues" that are causing unsafe driving conditions. The 4th time they had my car for 3 weeks and were nearly impossible to get ahold of for status updates. We are currently on the 5th time and they have had it for over 4 weeks and despite numerous calls, voicemails, and texts, we have received zero communication on the status of my vehicle. They haven't provided a rental or loaner vehicle for me to have. No one will answer the phone, respond to texts, or return voicemails.

  

  Business response

  10/11/2024

  
  We do apologize for the delays, but the Terrain is here with an intermittent issue.  There were 2 prior repairs done, but it appears they did not resolve the issue.  Our shop foreman and service manager are now working together to better communicate and resolve the issue in a timely manner.  Unfortunately, we have not been able to consistently recreate the customers concerns allowing for a timelier repair.  Our service manager will be communicating daily with the customer to better understand the processes we are going through to resolve the issues. 
  
  The rental car expense was for additional insurance selected by the customer.  Unfortunately, there is no reimbursement for additional insurance, but the cost of the rental (without insurance) was covered and had no expense.
  
  We are working to quickly resolve this issue. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealership will not honor warranty on new vehicle. Told them when I bought this that my wife was disabled and this is my only vehicle. If any work needed done I needed a loner. I was assured this would happen if I bought the extended 7 year warranty, which I did. Now I'm being told I have to pay for a rental and wait for gmc to reimburse me. They then called the police on me because I wouldn't leave until they showed me in the contract that I had to pay for a rental, they couldn't. Either warranty the vehicle or they can buy it back.

  

  Business response

  06/03/2024

  Customer called the Hatchett Hyundai East location to set up appointment for his vehicle repair. That dealership, located at ***** ** Central had his appointment in our system and a rental car reserved for the customer. Customer arrived at Hatchett Buick GMC ***** ** Greenwich Rd) for his service visit. No appointment was found and no rental had been arranged at this location.
  
  Once we recognized the situation and the misunderstanding that the customer called for an appointment at another one of our locations, our staff at Hatchett Buick GMC arranged transportation with ***** rental agency. ***** requires a $50.00 security deposit on a card to rental a vehicle. This refundable deposit will be returned to the customer after the car is brought back full of fuel and there is no damages. We stated to the customer the is *****'s company policy. This charge has nothing to do with the warranty or its coverage.
  
  The customer was not happy about the ***** security deposit and began to raise his voice to our staff.
  The customer then proceeded to walk through the showroom and yelling at our Sales Manager threatening him with this statement that was witnessed by several employees: Customer said, "you going to make me go to jail today.” Customer appeared to have a knife in his pocket.
  
  At that point the police were called to ensure our safety. Customer was aggravated how long it took WPD to respond that he called the police himself to ask how long it was going to take. Customer refused to leave a deposit this is why ***** would not rent him a car.
  
  Customer’s warranty can be honored at any GM dealership, including Hatchett Buick GMC. The customer was asked to leave because of his threatening actions to our staff.

*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. ↩