Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 21, 2022. My wife and I dropped off, a 2018 **** F250 engine problems *********************** { Fuel Rail Pressure Too High}. mileage's was *****. The vehicle was still under the Manufacturer warranty. Hoffpauir **** made an attempt to repair our tuck by replacing FRP Regulator and ICP sensor and reset UMP. repair invoice number is *****. This did not fix the problem.On March 21, 2023, we took this vehicle back Hoffpauir **** for the same engine problems.On January 12, 2024, I took the vehicle to an independent diesel mechanic. And he advised me that high pressure and reduced engine power reading that I was receiving was due to fuel pressure regulator and not the High fuel pump.On January 15, 2024, our vehicle was taken back to Hoffpauir ****, because the check engine light was back on, a reading on the instrument panel stated, { ******************** and Fuel Rail Pressure Too High}. We advised Hoffpauir what the independent diesel mechanic had advised us about the fuel regulator. We were thinking that Hoffpauir **** would make the proper repairs to vehicle and not charge us for it. But when we picked up the vehicle we were charged $582.96. I advised Hoffpauir **** service manager that we would be contacting **** Motor Inc.I have tried to reach out to **** Motor Inc. several times with no response as of this date March 4, 2024.**************************

  Business response

  03/12/2024

  ****************** vehicle was brought to the dealership on 2/21/22 with ****** miles for a check engine light. We replaced the Fuel rail pressure regulator on the left rail as per diagnostics. Test drove vehicle and concern was corrected under/as per **** factory warranty. On 10/17/2022 at ***** miles vehicle returned with check engine light. As per **** diagnostics we replaced Fuel injector pressure sensor under **** factory warranty. Again on 01/27/2023 with ***** miles ************** returned vehicle for Check engine light. As per **** diagnostic, the *** sensor and fuel pump assembly were replaced to correct concern under **** factory warranty. Again on 01/15/2024 with ****** miles ************** returned vehicle to dealership with check engine light on. ************** stated that they had an independent technician diagnose the concern and that they wanted the Fuel rail pressure regulator replaced. It had been 23 months and ****** miles since Fuel rail pressure regulator had been replaced on 02/21/2022. We apologize for the part failures that ************** has experienced. We will send a request to **** that the part be covered by Service Part Warranty. We will send a check to ************** on 03/12/2024 for $582.96. 

  Thank you.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my wife a 2017 Cadillac XT5 in November 2021. Drive it for a couple of weeks and it was fine. On December 8, 2021 the service engine light came on. Called the dealership they informed us to bring the car in the next day if the light was still on. I did just that. They kept it for close to a month and told us that They could not figure out what was wrong with it, so we took it back. The light came back on a couple of more times, but when my wife calls the dealership they tell her theres nothing that can be done with your car. The light came back on and I took off work to take it to the dealership and they kept it for about a month with no contact. I called and asked for an update and they stated they cant get a code to throw again so they can work on it. This went on for a year Nov. 2021 to Dec. 6th until I was finally able to speak with a manager. He told me that was unacceptable and he would be sending someone to pick up the car and they would work on until fixed. They had the car for over a month without looking at it. I called at least once a week to check on it after I found out they had not been working on it. They had the car all they way until middle of Feb. 2023 and we decided to go get the car since they keep telling us theres nothing wrong. We drove the car 11 miles after picking up the car and the entire car shut down and left us stranded on the side of the highway. We called and told them what happened and we needed a wrecker to come pick it up. They had the car for another month with nothing being done as they still could not figure out what is wrong. At this point I had decided I needed to take my car somewhere else since the General Manager and the Sales Manager told me this is my problem and I shouldnt have bought a lemon car. If this is happening to me I feel for the next person who buys a car from them that they cant drive or trade in for another car because they raised the price so high that youre already upside down on after a week

  Business response

  03/31/2023

  To whom it may concern:

   

  ******************** brought his vehicle to ** with multiple concerns on 12-13-21. We kept the vehicle for 4 days and was unable to duplicate any of his initial concerns.

  On 9-12-22 ******************** brought his car back in with a transmission shifting issue. We had GM technical assistance involved to help with the diagnosis. GM recommended for us to reprogram the Transmission control module. During this repair we had the car 30 days. 

  The car was brought back to us on 10-20-22 with another transmission concern. We consulted GM technical assistance due to GM's programming issues. GM authorized us to replace the Transmission control module under warranty. At this time we also replaced the battery which was customer pay. This was performed at ****** miles.

   

  The vehicle was brought back in with another drive ability concern on 12-9-22. The vehicle had multiple codes for a module communication error. We test drove this vehicle 487 miles during this time. We were unable to duplicate the customers concern. ******************** picked up the vehicle so he could attempt to get the vehicle to act up again. The car was picked up on 2-9-23. On the next day ******************** broke down on side of the road. We dispatched our wrecker and towed it back free of charge. We contacted GM technical assistance and requested a field service engineer. On 3-14-23 ******************** decided to pick his vehicle up and get it repaired elsewhere.

  I personally spoke to ******************** one time about his vehicle and assured him we would do our best to figure these issues. We never told him anything about buying a lemon vehicle and it being his problem. 

  ******************** never mentioned anything about a refund or a discount when he picked his vehicle up. We would've gladly tried to give him a discount or offer something for all his troubles.

  ******************** is welcome to contact our service manager (***********************) at anytime for a discount or reimbursement.

   

  Thanks,

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

  General Manager

  Hoffpauir Auto Group

  Customer response

  04/05/2023

  Complaint: 19870737
  
  I have asked for help every time I have spoken to someone at this dealership. I have tried getting out of this vehicle, but I was told that value would be deducted from the vehicle as the service engine light kept coming on. Which did not seem right to me as the service engine light started coming on a couple of weeks after I purchased the car. If they would have helped me get out of this vehicle and into something just as equal for same pricing this wouldn't be an issue, but being told that there is nothing wrong with a vehicle and it has been at the service ***** of the dealership it was bought from more than driven is just insane to me. 

  It seems as though nothing will be done by this dealer to help me with the issues I have been having, so there is nothing further to request. 

  Regards,
  
  *****************************

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