Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My SUV in December of 2024 needed to be inspected. I was told that I needed to replace rear rotors and disc pads. They gave me a price of $748.35 and I told them to reject it. I brought everything that was needed and put them on myself. In a few days I carry it back for reinspection. They said that the park brake is going to the floor and it is not holding. I brought and replaced the parking break assembly and made the adjustment on the shoes and cable. The adjustments did not work so I took it back to the dealership and left a note that parking brake not working that thee cable won't make any adjustment. They installed parking brake hardware kit at $41.18 and cleaner at $6.27. They called me and said that my SUV was ready. They never call me to tell me what is needed and what it will cost to fix. They said that I needed to get there before 2:30 because they were closing early. I was given a bill for $815.91 for two rotors at $110.41 a piece, installed shoe kit one for $122.22. The tech was $400.00 and the parking brake pedal still goes to the floor and does not hold. I have pictures of all of the new parts that was needed and that was installed on the **** I have them on face book and my phone and I have all of the old parts in the back of my SUV and the boxes that the new parks came in. The only reason I went to them is because I have a lots of points on my GM card that I do not use anymore. I paid $373.49 with another credit card. Also with the parking brake down and I back up it will roll a little bit and lockup. Due to the holidays and personal business I did not take it back until January 2025.

  Business response

  01/16/2025

  After our service manager spoke with customer ********************************************* GMC Airport is in agreement with the customer and will be refunding the customer $815.91 for repairs not authorized and lack of communication from our employees.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my work van for a routine maintenance request by my employer, The Van was running fine. I made an appointment for Thursday 18th service said it would be finished on the same day. it was never completed and they told me I had an engine problem. I requested my Van, but they said the van was not drivable. I don't know what to do this is my means to make a living I have already lost two days of work for this inconvenience and still no van, please help, the service is very bad and the service department is very rude.

  Business response

  07/24/2024

  Mr. ******* did have an appointment for July 18th and when he dropped off his vehicle he forgot to leave the keys to the van. We called and told him to give them to our shuttle driver to bring them back as we gave him a ride home. The shuttle driver had several more stops before he returned back to dealership so it was roughly an hour and half before we even got the keys back. Mr. ******* disputes this but this is what happened. Once the keys were received we put a technician on the repairs as soon as we could and we were not able to complete the lengthy list of maintenance/repairs by Friday afternoon. The customer was informed by text we would try to have another technician finish the repairs Saturday morning. When that technician tried to move the van it ran very rough. This is because the previous technician had not finished replacing the plugs and wires. So rather than causing any other issues our people thought it was best for the original technician to complete the repairs he had started. The vehicle was completed first thing Monday morning the 22nd. This being said we had 4 employees state Mr. ******* cursed them on Friday night as well as Saturday. Then when he came to the dealership he cursed the same employees again as well as bad mouthed the dealership in front of other customers. He even escalated the argument to the point as to threaten violence. The service Manager got involved and tried to calm Mr. ******* down, however he continued to antagonize the Haley employees and customers. Mr. ******* was given his keys and asked not to return to Haley airport location again. He did not pay the invoice because it is being billed though a fleet billing company. There will be no refunds offered. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from this dealership on Friday August 11th, 2023. This vehicle was supposed to be for my 16 year-old son as his first car. It is Tuesday August 15th and we popped open the hood of the vehicle to test the battery because the battery light on the instrument panel kept illuminating intermittently and we kept getting a warning beep, but only intermittently. The battery tested fine, but my husband removed the plastic engine cover and discovered that there is a massive oil leak and the head gasket is blown ***see picture***. This was something that clearly any good mechanic would notice, but Haley Buick GMC failed to address. It was poorly patched with what looks to be electrical or duct tape. Not only is the battery light going off, some warning light is going off, the engine has a major oil leak (most likely a blown head gasket), and the tires rub on the ************** ***** when turning.

  Business response

  08/17/2023

  **************************** purchased an AS-IS 17 year old 2007 Pontiac Solstice on 8/11/2023. This vehicle had been checked out by a certified GM mechanic and had $1,200.00 spent on it prior to sale. The vehicle was also sent to 2 other independent mechanics at the request of two other potential buyers. One independent mechanic found no issues at all and the second independent mechanic said the motor mounts had a bit of play in them but that it certainly passed ******** state inspection laws. Haley Buick GMC Airport then proceeded to replace those engine mounts at an additional expense of $1,000.00 just to make the vehicle as nice/safe as possible. ***************** was also given an additional $400.00 discount before coming down to purchase the vehicle to offset the glass etching warranty and nitrogen tire warranty that she now received at no expense to herself. The cost of those two warranties were $398.00. The dealership then received on Tuesday, August 15th four slanderous reviews that were sent to Survey *********************** and the BBB that stated her husband "thought" the vehicle had a blown head gasket without any confirmation of any kind from a certified mechanic at all. The vehicle 100% didn't have that insinuated issue when the customer inspected it prior to her 8/11/23 purchase. We got these reviews prior to the customer reaching out and calmly/rationally explaining the situation and/or concern at all. This vehicle was sold AS-IS which has the dealership legally with no obligation at all. However, over my ********************************************************************************************************* even full cost to customer's vehicles that were just good faith gestures for customer satisfaction with customers who properly handled the situation with leadership at the dealership. Hence, maybe this kind of customer satisfaction is why ********************************************* GMC ******************** is a finalist to receive the 2023 ************** Dispatch Used Vehicle Dealer of the Year award. **************** then called in to ************* (Sales Manager) after his wife's reviews were already circulated (**************** didn't see any reason that his wife should take the reviews down) and ** told him that the manner in which **************************** was handling this situation was disappointing without ever giving us an opportunity to do anything at all before slandering us and putting "BUYERS BEWARE-DO NOT PURCHASE" all over the internet. We at the dealership will just have to agree to disagree with the tactics taken by this customer. 

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

  Executive Manager

  Customer response

  08/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have both phone calls to this business recorded so there was calm on both sides of the conversation between the dealer and myself and the dealership and my husband. We have a timestamps photo with the "patch job" which shows when we discovered the issue with the vehicle, which shows 4 fans from the date of purchase. The reviews were not slanderous because they are a direct reflection of our interaction with this dealership. The dealership seems like they do not want to appear to be harvesting good reviews, but they are in fact doing this exact thing. My husband and I knew that based of the obvious attempts to hide this issue with the vehicle that they were suspicious and hence why we wrote the reviews to prevent anyone else from ever having to deal with this dealership again. 
  
  Regards,
  
  ***********************
  
  
  
  
  

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February ******* My salesperson, *************************, was GREAT!!! I was 2 1/2 hours away and she went above and beyond to send pictures and check different things on the truck for me. She pointed out that someone had dinged the bumper and I understood that Id have to have that repaired. The carfax showed minor damage and I thought this was probably it. I looked over the truck yesterday when I arrived but nothing jumped out. I washed the truck today by hand which is when it went south. There were several places in the paint where somebody had painted over deep scratches and there was trash in the paint in several places. I took it to a paint and body guy who informed me that the entire passenger side, tailgate and drivers door had been paintedand not done well. He didnt even have to get close to the truck to see that. Then he started picking out the trash and scratches. Maybe Im wrong but Id think the professionals at Haley would have seen this when they inspected it as a trade. Its easy to see on a clean truck. And maybe I should have seen it. Not an excuse but Ive been having radiation treatments each day for 6 weeks and was pretty fatigued after that and my 2 1/2 hour drive. Now I will need to pay to have the paint corrected out of pocket. *****, the sales manager that I contacted less than 24 hours after my purchase, told me it was to be expected on a truck with ****** miles. I dont mind the damage that was shown to me. I dont mind the small rock chips. But I just think somebody at the dealership had to know that half of the vehicle had been painted and not done well. This is stuff that for the most part can be paint corrected but spending an extra $900-1,000 on top of the $500 that I knew I had to spend for paint repair is a little much.

  Business response

  03/06/2023

  CUSTOMER HAS ALREADY TALKED TO USED VEHICLE MANAGER, ***************************, AND HAS AGREED TO RECEIVING A $500.00 CHECK TO HELP WITH THE PAINT SCRATHES AND PAINT REPAIRS. CHECK IS BEING PROCESSED AND WILL BE MAILED TO THE CUSTOMER IN A FEW DAYS. CUT CHECK TO HELP WITH CUSTOMER SATISFACTION IN ADDITION TO THE $1500.00 THAT WAS GIVEN TO THE CUSTOMER IN A PRICE REDUCTION TO HELP CUSTOMER WITH HIS LOAN APPROVAL AT STATE EMPLOYEES FEDERAL CREDIT UNION IN **************.

*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. ↩