Complaints

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Jones Buick Gmc to get an oil change and a tune up on my vehicle on 3/13/24. When I picked up my vehicle it was driving funny and lights were flashing in my dashboard, then the lights stopped so I continued on home. On 3/14/24 I was on my way to work and my vehicle stated driving funny again so I called the dealership and took it back to them and left it. They claim they re did the work and the spark plugs and everything and assured me that it was fine to drive. So I continued on home. Then on 3/15/24 I was on my way to work and by the grace of God, I made it. Because as soon as I turned into the parking spot my vehicle shut down and wouldn't restart. I called the dealership and they sent out a tech and service advisor. I had to get it towed to their shop. They claimed they didn't know what was wrong with it but the service manager told me on Monday, 3/18/24 that they found oil in the coolant jug and then he changed that story when he texted me and said that wasn't the case but goes on to tell me that they found a gallon of water in the oil pan and that my vehicle needs a new engine. Then the service manager quotes me prices for the repair of almost $12,000 and says that gm payment assist is paying $6,000, they would pay $1,700 and the remaining almost $4,000 would be my responsibility! I feel I should have to pay a cent because I didn't do anything but get my vehicle serviced by them and now the engine is messed up!

  Business response

  03/27/2024

  Ms. ********** came in for a tune up and an oil change. We completed the work and car was returned. The next day customer returns saying that her car was not running right. The car was running with no issues when she brought it back. We pulled it in and found miss fire codes on one cylinder. We moved a spark plug from that cylinder to another as well as the coil and it did not miss fire with us at all. Tech drove car and service manager drove car, no issues at all. Customer picked car up. The next morning customer called and said it had shut off and she coasted into her work. We sent a tech and service writer over to her work. We checked the oil and the level was correct. Engine would not turn over. Car was towed in and we gave customer a free loaner. We checked several different areas and when we pulled the oil drain plug more than a gallon of water came out. This pointed to a major internal engine failure. We did an oil change and a tune up nothing that would cause this failure, it was a coincidence. Even though we did nothing wrong we contacted GM on her behalf and was able to secure a goodwill amount of $6000. We also offered and additional $1700 so her balance on a nearly $12,000 repair was just $3919. Once again we have done nothing wrong and have tried to help in every way from a free loaner to over $7700 in assistance.

  Customer response

  03/28/2024

  I am rejecting this response because:
  
  I spoke to a mechanic and he said the amount of oil that was added to the truck caused the head gasket to blow. I need to verify the amount of oil in person that was added to my truck. This is no coincidence. What was the reason for dropping the oil pan?
  

  Sincerely, 
  Jennifer **********

  Customer response

  03/28/2024

  This is the first I'm hearing about them checking the oil when they came to my job and what prompted them to check the oil when coming to look at my truck? Also if they checked the oil and it was good at my job then how did a gallon of water end up in the oil pan? That means the oil wasn't good right?

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