Complaints

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went and paid for a service at the dealership and 30 days later I’m having the same issue and there treating me as I did something wrong and not backing there warranty

  Business response

  11/09/2022

  We have attached the invoice copies for the customers repairs completed by our shop.  The customer had the vehicle brought in on the first repair attempt and requested a module be replaced to fix his lights. The dealership advised him of water leaking on the module that was shorted out.  The customer declined to have it repaired and we noted in the paperwork that if it continued to leak on the module, it could happen again. The vehicle was towed back in and would not start even after the customer had tried jump starting.  We found a battery cable that was loose and arching causing the issue that they were having, and the customer declined the repairs.  The customer has instead requested that we sell him the parts and he will install it himself.  The vehicle is being towed from our dealership soon so the customer can complete his own repair attempt.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After paying $3661.81 for considerable repairs/services by Bob Ross Buick GMC service department on March 15th 2022 with no issues or complaints, my check engine light began flashing and vehicle began shuddering at idle starting on March 20th, 2022. Additionally, the vehicle was unable to enter into ECO mode (i.e., switch between V4 and V8). I immediately returned the vehicle to Bob Ross GMC the morning of March 21st, 2022 and the issue was diagnosed as a bent push rod which required a cam shaft inspection per GM technical service bulletin number 15-06-01-002H. I was able to pick up the repaired vehicle on March 24th, 2022. I informed the service manager ***** ******* that I was not completely satisfied with my visit as I did not think I should pay my remaining bill of $1956.61 (after GM covered some of the parts and labor). I informed him of my prior service, which included a fuel injection service, and the subsequent bent push rod likely caused by an engine misfire. If my most recent visit was not a direct result of the prior service, then the inability of the vehicle to properly maintain emissions could fall under federal law which required manufacturers to warrant the emission control system major components for 8yr/80,000 miles. I purchased this vehicle new on February 27th, 2016 and it now has 77,664 miles. After multiple inquiries to GM customer service and Mr. ******* over a 3 week time period, I was finally given a verbal offer on April 13th, 2022 of an additional $300-$400 by ***** on behalf of his regional customer service manager “*******” to help cover my costs. I did not accept this offer. I have not received any further updates. I have also filed a complaint with the Ohio Attorney General's Office on April 15th, 2022 (complaint reference number ***********).

  Business response

  04/22/2022

  Please find the Bob Ross Auto Group Response. Please let me know if you need anything esle.

  Thank you for taking the time to communicate to us that we did not meet his expectations. We have every desire to address his needs and provide the best service possible. It is our goal to retain him as a satisfied customer and will hope to service him again in the future. 

  Mr. ****** came in 03/14/2022 for maintenance service only, which had nothing to do with the failed part on his vehicle. When he picked up the vehicle, it was running as designed with no service lights or miss fires. According to Mr. ****** on the morning of 03/20/2022 on a cold start, the vehicle seemed to have a misfire and was running rough and the check engine light came on. He came in to the service department on 03/21/2022 at 1:34 pm with the concern check engine light is on (flashing) and engine running rough. After looking at the vehicle, the technician found SES light on due to code PO300 misfire caused by faulty collapsed lifter. The technician put an estimate together to make the necessary repair for the collapsed lifter. Needed for the repair were all active fuel management lifters and one push rod on left bank that was bent. In addition, we needed to replace valve lifter oil manifold per bulletin 15-06-01 002K. Changed engine oil and filter. 

  Mr. ****** was presented the estimate and we told him that we would reach out to GM for any assistance. We contacted GM for assistance and they offered to cover 10% of the repair. Mr. ****** was called back at 2:22 pm on 03/21/2022 as was told GM would cover $201.40 of the repair. He agreed to the repairs and authorized $1954.00 for his part of the repair. Once the repairs where completed Mr. ****** came in to pick up his vehicle and stated he should not have to pay anything for the repair. As it was explained to Mr. ******, GM had offered assistance and he had agreed to the price. After talking to Mr. ******, we offered to contact GM again to see if they would assist any further and we would get back with him. Mr. ****** picked up his vehicle and left. 

  Once we made contact with the area service representative for GM service, they offered additional money towards the repair. Mr. ****** was contacted about the offer and he refused. We explained that the repair did not fall under an emission control system as he thought it should. He stated that he wanted the whole repair covered. As it states the vehicle is beyond the warrantable coverage period by 17,000 miles and 387 days.

  Customer response

  04/25/2022

  
  Complaint: ********
  
  I am rejecting this response for two primary reasons:

  1) The response does not address my desired outcome/resolution.
       a) I see a summary of events, but not a proposed resolution.
  2) A considerable number of details in the business’s response are not factually accurate.  Clarifications and additional details are offered below.
       a) The initial visit was for repair and service, not simply a regular maintenance service.  Repair and maintenance services included A/C condenser replacement, front strut replacement, fuel injection service, coolant exchange, brake fluid exchange, tire repair, 2-wheel alignment, and air filter replacement.  The claim that nothing in this service visit had nothing to do with subsequent visit have not been substantiated. 
       b) My concerns, when I dropped the vehicle off on 3/21/2022, included the proximity of the suddenly poor running condition of the vehicle in relation to the prior repair and maintenance.  This was consistently communicated by me to **** ******, my service advisor.  Additionally, when dropping off the vehicle, I noted the stabilitrack light was on and the check engine light was flashing.  I also noted the vehicle was shuddering at idle and the vehicle was unable to switch into ECO mode (V8 to V4) mode. I never indicated a misfire upon a cold start.
       c) On the afternoon of 3/21/2022, I approved further diagnostics including a cam shaft inspection required by the tech service bulletin.
       d) The extent of the damage (whether cam shaft needs to be replaced) and requirements for repair were not communicated to me until “around lunch time” 3/23/2022 (verified by text from **** at 8:06 am from number 937-468-4250).
       e) Again, I was not made aware of the GM contribution until at least 3/23/2022 and the actual amount of the coverage (10%) was not disclosed until a recent call from GM customer service at 4:13pm on April 21st.  I was also unable to discern this coverage by the invoice.  I never agreed to the price.  I was informed if I wanted to take possession of the vehicle, I needed to pay for the service in full and then engage GM customer service.  Additionally, ***** ******* was going to email the GM service representative.  In short, I paid in full with the knowledge that the Service Manager ***** ******* was not made aware of my concerns until I picked up the vehicle on 3/24/32022 and he was looking into the matter further.  
       f) I was never informed whether or not the failure of the engine to go into ECO mode would be considered part of the emission control system.  
       g) After the initial phone call offer to further offset my costs (4/21/2022), I did not accept the offer and I went to Bob Ross GMC service in person to verify next steps.  ***** ******* indicated that he would call me to relay the response of the GM service representative.  After two full business days, I filed my complaint with the BBB and the OAG.  I have not received correspondence from Mr. ******* since this in person conversation in which I was promised a call to communicate the GM service representative’s response to me not accepting the initial offer of “$300-$400”.
  
  I look forward to a response from Bob Ross Auto Group with a proposed resolution to this complaint.
  
  Sincerely,
  
  ******** ******

  Business response

  04/29/2022

  Please find the Response to Mr. ****** from April 26th.

  Mr. ****** had indicated that the service performed caused his problem and unfortunately, a failed lifter was the cause. The maintenance performed is not the reason the lifter collapsed. There was broken locking pin springs in the lifter that caused the lifter to fail. This has substantiated the cause of failure not any repair or maintenance performed prior to failure. 

  Mr. ****** keeps referring to the emission system warranty because the ECO mode would not work. He feels the repair should be covered under an emissions warranty. It is completely normal for the ECO light not come on if the check engine light is currently on. It does this so it does not damage the engine. If there are any stored error codes, they would have to cleared in order to have the ECO light come back on. The failed lifter was a covered item under the powertrain warranty, which at the time of the repair had expired. This is why GM. offered Mr. ****** goodwill assistance. 

  When speaking to Mr. ****** l explained that I would speak to the GM Rep but they normally will revoke the offer if it was declined. I told him if I had any further information, I would call him. After two days, there was nothing to report.

  
  

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