Complaints

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On August 23rd. I bought a 19 gmc canyon with around 65k miles on it. To date, it has been the worst experience, and most expensive. I had it 2 weeks before having to take it back to ganley to have the transmission serviced. They had it almost 2 weeks just to have the gm dealer down the road, put the right trans fluid in, and update the software. No loaner to boot. Was without a vehicle for the entire time. I also told them about a coolant system issue and a noise coming from the wheel, which they didn't address. Now it's in the shop again for a coolant system issue ( thermostat) and a seized caliper, which damaged the rotor and pads. Ganley is charging me $100 for a deductible to fix the thermostat and won't cover the brake caliper issue. Apparently, it's a wear item, even in a 5 year old vehicle. (***********. And they can't seem to figure out a ticking noise coming from the front end when turning or stopping. There is also a loud clunk on cold starts, possibly a torque converter issue.. Again, with no loaner ( but not heard by ganley techs). I had to roll over 4k because they wouldn't give me more for my trade (they sold it for almost 6k profit). Which is my own fault, but I shouldn't have to sink money into a vehicle I am paying this much for. I also received checks equalling $20 total, 3 weeks after purchase, because they couldn't transfer my plates due to it needing an echeck. ***? Shouldn't this have been done before selling the truck? Bottom line: this could have been resolved before even buying, had Ganley bothered to check out their used cars, and repair any issues before putting them on the lot. Best case, seems they wash it and vacuum it out for appearance. They obviously value profits over customers,which is why I won't buy from them any more and will share my crappy experience with everyone.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold a car that did not drive in the second day. I took it back to dealer 3rd day requesting a refund but was denied. Not offered any discount or help for repairs. Dealer started insurance on my behalf without my permission

  Business response

  11/18/2022

  Customer was aware that it was sold in a 'As Is' condition. As far as the insurance we started . All we did was call the insurance company to notify them to make sure the insurance is changed to the purchased vehicle

  Customer response

  11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I would like a payment because the issue was not disclosed and the vehicle falsely advertised 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  * *******
  
  
  
  
   

  Business response

  11/23/2022

  We offered to pay for half the repair, at that time she decided to acoust our sales manager call him a crook, etc.  The customer also took the vehicle to her own mechanic prior to purchase. We stand behind hour decision.

  Customer response

  11/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  * *******
  The dealer started insurance without consulting dropping coverage on my current vehicle and I never took the vehicle anywhere or to any mechanic for anything. I purchased the vehicle unaware of the power steering issue and if the dealer offered half the repair where is the check?
  
  
  
   

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I traded in my 2019 rubicon that I purchased from ganley in June 2022. I received notification from the company that provided my gap insurance in august that a refund was processed for my trade in and sent to ganley. It stated that we should receive that refund with 30 days, which would have been 9/11/22. We have contacted ganley several times regarding the refund and have gotten different stories each time. The last call was with the gap insurance company and the asst mgr of ganley, we still have yet to receive anything from ganley, not even a phone call. They are now 30 days past their original 30 day deadline with no attempts to issue a refund. All information that ganley requested from me was provided weeks ago.

  Business response

  10/13/2022

  We are very sorry for the delay. There was a long processing time. I do believe that the issue has been resolved and the customer received his refund.

  Business response

  10/13/2022

  We are very sorry for the delay. There was a long processing time. I do believe that the issue has been resolved and the customer received his refund.

  Customer response

  10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  
  

  Customer response

  10/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  
  
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased a vehicle from this dealership. We agreed upon a price of $65,965. The sticker price of the truck was $70,415 and I got $4,450 in rebates and that’s how we came to the total of $65,965. Once I was sent to the finance guy I noticed that it said the agreed upon price of the vehicle is $72,660. When I asked about it he just said we have to add money in certain places to show where you got your rebates from for tax purposes. I didn’t really understand that comment but he said I would see what he means after we go through all the paperwork. After taxes and care plans the total of the truck came out to $76,803.82. At no point did he explain to me how the agreed upon price went from $65,965 to $72,660. But at that point all the paperwork had been signed and he said if I have any questions to feel free and call the dealership. After having the vehicle for one day I noticed some issues with the truck and still couldn’t figure out the agreed upon price of the truck because it shows where the rebates came out but that was taken off the total of $72,660 and not the sticker price of $70,415 so I ended up paying $2,245 more for the truck than what I agreed upon and I was told that was not the case. I made an appointment to talk with someone and when I went up to the dealership I was met by the general sales manager who had an attitude right away with me and refused to introduce himself or shake my hand. After showing him the issues I had with the truck he told me there’s nothing he can do and he started walking away. I said well what about the skewed numbers on the contract? And his response was “did you sign the paperwork?” I said yes the. He said “I’ll see you in three years” than he walked away. That is when I got upset at the disrespect I received from him and I said the F word. After I said that he told me to leave the lot and that I’m banned from this dealership. I called their corporate office and all they said was that it’s their policy to ban a customer who swea

  Business response

  09/16/2022

  The customer had signed the papers on the vehicle; if there was an issue at the time and felt uncomfortable, he should have not signed all the documentation.. We have multiple witlessness that saw that the conversation on our end was professional at all times. Mr. ******* was unable to conduct himself in a professional matter and threatened harm To the GSM and said he would find his address and harm him, at that point we did ban the customer.

   

   

   

  Customer response

  09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  when I was signing the paperwork I asked about the questionable numbers and I was told that it will all be explained in the next few pages. So I signed that page and I never truly got an answer on why the price was not the agreed upon price. The finance guy kept telling me these numbers are tricky and that it’s a shell game for tax purposes but everything is what we agreed upon. After looking at the paperwork at home I realized I was ripped off and scheduled an appointment to come up and meet with them. I did this the day after I got the truck. The meeting was set for Saturday (three days after I bought the truck) and when I arrived that’s when the issue with the general sales manager happened. He I formed me there is no way I’m getting out of that lease and since I signed the paperwork he’ll see me in three years. I was never given an answer on why they up charged me and lied about the numbers. Finally somwone from corporate told me that the the market adjustment price of the vehicle. If that was the case then I should have been told that. Instead I was told that number was just for tax purposes but I was in fact paying the agreed upon price that I verbally had with the salesman. This was obviously a lie and they have refused to help in any sort of way to clear this matter up. I either want to pay the price that was agreed upon which was $4,450 under sticker price which was $70,415 or I want out of the lease because they were untruthful and technically they stole from me. They told me a price and sold it to me for a higher price all while telling me they weren’t. When I caught them doing it that is when they stopped communication with me. 

  Additional response provided by Mr. *******:

  I would like to add to the complaint is that I was told the more money I put down on the vehicle the less I will be able to buy it out for at the end of my lease. Which made sense to me, the more money I put down the less I owe. But after looking at the paperwork and seeing that the numbers didn’t add up I learned online that in fact all that money I put down on the vehicle does not go toward buying out the car. In fact all it does is lower monthly payments. If I new this or was told this I would have never put down $21,000 just to lower my monthly payments. I was lied to by the salesperson and by the finance guy who had me sign all the paperwork. I would like to get out of this lease ASAP if possible and would like my money back. If they want to keep the truck I traded in that is fine with me and they can easily make $6000 off of that truck but I would like my $21,000 back and I’ll give them back this truck. I do t even care that I already paid the $403.81 for the first months lease payment. I just want to be finished with this company and get my money back since they had me sign these documents under false pretenses. 
  
  Regards,
  
  ****** *******
  
  
  
  
   

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