Patrick Buick-GMC, Inc.

Review: [redacted] had 3 Recalls issued by the NTSB for ignition issues, took auto to Patrick for service, they completed what they claim was the work, after return of the vehicle the same symptoms that prompted the recall not only occurred but were worse than when I turned the car in originally. Occasionally the motor continues to run after turning off and removing the key. Returned the vehicle to the Patrick Dealership and have been given a run around since with the excuse that GM Engineers have to be contacted and wiring diagrams have to be manually found. Tomorrow it will be 3 weeks since they've had the car and haven't repaired it. Service manager calls me to report it's not their fault, can't help. This is not satisfactory recall work, not sufficient customer service. Safety is important, there's a reason the recall was issued and I can't get the service department to resolve the impasse of repairing the issue, they claim they have completed the work. Please assist as you can by contacting Patrick GMC & Buick.

Not having the vehicle that I use for my commute to work is an issue.Desired Settlement: I would like Patrick GMC to complete the recall repairs until the reason for the recall is fully repaired as soon as possible or buy the car from me for $1,000.

Business

Response:

I just received your e-mail in reference to case #[redacted] and appreciate the opportunity to respond. Our last communication with Mrs. [redacted] was on 4/29/16 and advised her that we understand her dissatisfaction but have done nothing but perform the recall as instructed by GM. We are very empathetic to her comment about the vehicle being worse after the recall(s) were completed and contacted GM Technical Assistance to review the recall procedure to make sure it was performed correctly (which they have confirmed we did). We encouraged Mrs. [redacted] on Friday to contact GM Customer Assistance with the case number Technical Assistance gave us so she could voice her concern directly to the manufacturer. Based off receiving this e-mail I am not sure whether that has happened or not but I strongly encourage Mrs. [redacted] to make that phone call as a consumer to the manufacturer. Unfortunately, all we can do at the dealer level is make sure the recall has been done per the instructions GM provides and support Mrs. [redacted] if GM allows us to do anything else. Michael P[redacted]

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was absolutely not given a case number, nor the number to GM Customer service. I was told the problem lies with corrosion on a module I took notes during that call on 4/29 and further requested that Jerry the Service Rep. call my husband, Brent [redacted] at [redacted] and explain to him why this was not an issue with the recall work they performed. No information was given to you either regarding a case number or GM contact information. Further I sent my husband the notes I took during my telephone conversation, it's hard to believe I missed the actionable information. ( See attached)Some one isn't telling the truth- perhaps it's some one giving erroneous information to Mr. P[redacted] and he is quoting what his policy is in these cases, but in this case it was not followed. Is there a chance that the equipment they used as provided by GM is the culprit? If that is not possible I'd like to see the information and used parts that were removed from the vehicle. Attached please find the notes sent via electronic mail 4/29/16 as evidence that no such information was imparted or provided by Patrick GMC & Buick employees on April 29th, 2016 or at any other time. I don't think I should have to contact GM, I believe this issue should be resolved by the parties of Patrick Auto and GM. If I must, if provided with the information and contact numbers allegedly given last week I will contact GM.

Regards,

Review: Vehicle brought into shop for noise under hood and state inspection. They replaced the power steering pump and left front hub bearing assembly. Total charges were $1944.61; all but the $100 deductible was covered by my warranty. After the repairs, the vehicle vibrates significantly when speeds reach above 65MPH. I droped the vehicle back off for them to drive and figure out the problem. They claim they drove it and didnt feel any vibrations. I went back to the dealership and drove the service manager myself in the vehicle at speeds above 65 MPH and he felt it and said they would fix it as it was probably a wheel balance issue. They road balanced the tires, which did not fix the vibrations and refused to work on the car anymore, stating they didnt make it vibrate. I explained that the vehicle did not vibrate when it cam into the shop, and after all the work they did it now does vibrate. I asked how that was possible; maybe they did something to the wheel adjustments when they replaced the left front hub and now its vibrating. They now claim it is a tire issue; the tires are worn. However, the tires are only 8 months old. So, I asked him to prove his theory...please put four new tires on the vehicle, lets take it for a drive and if you are right, then I will buy new tires from you. I was told "I am not going to do that for your entertainmnet". So, I took my keys and left. Car still having same vibrating problems.Desired Settlement: I want the dealership to take responsiblity for the vibrations. Something wasnt done properly and now the vehicle vibrates like crazy. I feel they are responsible for fixing it.

Business

Response:

Thanks for talking with me a few days ago. Per our discussion the following is the company's written response to ** and [redacted] complaint ID # [redacted].

After reviewing the history of the repair and talking with my personnel we feel that we did everything we could to satisfy the customer. We have absolutely no reason not to believe ** and [redacted] when they state the vehicle now vibrates at speeds in excess of 65 MPH since the repairs; however, there is no way for us to confirm that because the repairs we performed on the vehicle did not prompt us to drive the vehicle at 65+ MPH. We addressed the noise under the hood by replacing the power steering pump and when performing the state inspection found that the hub bearing needed attention as well.

My Service Manager, [redacted], did not initially feel the vibration when the vehicle was dropped back off because he did not drive it at the necessary speed. When riding with [redacted] he did feel the vibration at speeds between 72 and 75 MPH. In interest of customer satisfaction we attempted to balance the tires at no cost and unfortunately that did not fix the problem. From that point we moved the front tires to the rear of the vehicle and moved the rear tires to the front and that changed the vibration. It did not go away but it did move the vibration which, in our opinion, validates the problem is in the tires. I was not present when the last conversation between [redacted] and [redacted] transpired when the request was made to put four new tires on the vehicle (referencing the "I am not going to do that for you entertainment" comment) but I will say that in [redacted] 13 years of employment here at Patrick Buick GMC he has nothing but professional, courteous and truly dedicated to providing the highest level of service to our customers.

I, and everyone here involved with the repair, do understand and appreciate the [redacted] frustration. They state in their complaint the tires are only 8 months old and one would hope that the business that sold them the tires would provide some level of satisfaction. We would be more than happy to provide any documentation of our findings that could be presented to the place where they purchased tires to hopefully resolve their concerns.

Respectfully,

Patrick Buick GMC

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This dealership is taking zero responsibility for the vibration that still exists in my vehicle. To blame the vibration on the tires alone is absolutely ridiculous. The vehicle didn’t vibrate before it went in for service, so the fact that it does now leads me to believe that something was not properly fixed. I can only hope the work that was done doesn’t cause an accident somewhere down the road. My family will not be returning to this dealership for any purchases or repairs even though we get free state inspections and still have a free oil change yet to be used. The poor customer service and lack of quality are not worth the headache. My husband and I are established members of the small town of Ashland and will be sure to share our experience with our friends and family. It's a shame that this dealership is not what it once was.

Regards,

Review: I have a [redacted] that I bought in 2008 that would once a year around the same month would not start like the battery was dead. So I called GMC in 2010 and told me to take it to Patrick Buick in Ashland Va. they servicers look at the truck and said there was nothing just needed a replacement battery. I replaced the battery but bought a warranty , in 2013 the truck did the same thing so we thought it was a fluke and jumped it. Last year 2014 it happen again so we call the Patrick Buick in Ashland VA. to let them know something is going wrong. We took the truck there and they said it was okay and bring it back it happen again. Well again a year later in 2015 it happens again so I called to the dealer and talk to service and the guy that answer the phone said you have not been here since 2010 I told him to check his records cause we was just there last year. He then says oh yeah that tells me he didn’t even bother to look the first time. So he said you need to talk to the guys that handle this before but he’s with someone so you can call back. Now I’m upset cause we are going through this process again so I called back and talked to the Service Manger Robert H.. Well he has the worst customer service values, he was short and while I was trying to explain what happen he kept saying well it’s a 5 year old battery and giving smart answers like I can’t diagnose the truck over the phone I called for help not to be treated like I was unintelligent. I told we had been having troubles before the 5 years and we didn’t live near the dealership so it’s hard to go back and forth while the truck is not starting and cloud I use another dealership. He then says it depends on your warranty and I then say well do I have that one he said I don’t know. I said can you look it up he says No find your paperwork its at this time I realized he didn’t want to help me so I asked his name and hung up. So I have a warranty on a battery with a dealership that could care less about their customer service.Desired Settlement: I just want my truck to work without worrying about it not starting.

Business

Response:

Sorry for the delay on this but with the correct e-mail on file we should not have such delays in the future. My response is for #[redacted]Having talked with my service manager, Rob H[redacted], I do believe the majority of the confusion and ultimate frustration for Mrs. [redacted] came from not being able to locate the history of the repairs that date back almost 5 years ago. In her letter she references a warranty on the battery and from our perspective there are multiple entities that can administer that warranty....from GMC the corporation (as she mentions in the letter from 2008) to repairs we do at the dealership level that are also backed by the manufacturer. While I did not talk with her myself and by no means am I attempting to shift blame from my company I believe the frustration came from us trying to determine where to go with the warranty issue she was referring to. If she has any paperwork from the repair in 2010 that would be great. We do keep very extensive, detailed files but I am not sure we can find a single repair order dating back to 2010. From a resolution standpoint I would like to extend an offer for Mrs. [redacted] to visit one of our dealerships, either in Ashland or our Richmond location which may be easier for her to visit. We will diagnose the vehicle at no charge and if it needs a battery we will replace at no charge. I would like to be up-front that there may be something more going on with the vehicle than a battery. I believe that was brought up when she was talking with Rob Harman and I do see where that could have been frustrating to her but it is a very real reality. There are a number of items beyond a battery that can cause a no starting issue. In her complaint her desired settlement is "to have her truck work without worrying about it starting" and we want that to. If all that is involved is the replacement of a battery I would be very pleased with that outcome. [redacted] Patrick Buick GMC Kia

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have to disagree with what Mr. [redacted] believe to be my problem. I understand that records may not be available in your system, most of my frustration came from the treatment I received from Mr. H[redacted]. As mention before when I was trying to resolve my problem Mr. H[redacted] was short and said comments that I wouldn't expect from someone who deals with customer and certainly not a manager. I found my paperwork later that day but a representative from GMC contacted me through Twitter and suggested another dealership.

Regards,