Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ [redacted] is some what confused [redacted] did purchase a GMC sierra from Anthony Buick GMC 12/22/ [redacted] was able to take advantage of several manufacture rebate, some required proof of eligibilityThe rebate in question is a USAA incentive of $Anthony Buick GMC has no proof of membership on file witch will result in a charge back to the dealership of $ [redacted] our sales manager called [redacted] and asked for proof of eligibility ( copy of an ID ) [redacted] some what upset became belligerent with [redacted] and has threatened the dealership on several web sites [redacted] issues with Anthony Buick GMC are really self inflicted, [redacted] prior credit issues and variety of incomes sources have the banks doing their due diligence and asked for proof of Income, not Anthony Buick GMCIn reference to the collection statement, yes Anthony Buick will turn this matter over to a collection agency if need beIn reference to the I live in a different state, yes [redacted] lives in [redacted] Anthony Buick GMC is in Gurnee, IL door to door miles really not to far to resolve an issue either with the Truck of the contractIf [redacted] wants to return the Truck he would need to get a hold of [redacted] as they are the lien holder of the vehicleAnthony Buick GMC will be patience and wait for a response
I spoke with Dave, the Service DeptManager & explained what happened Not really sure if any compensation would be given, but felt that, regardless, someone with authority should be aware of the situation Dave was very understanding & made it clear this was not acceptable business practice He asked for a copy of the bill from our mechanic, said he would get to the bottom of things & that I would be hearing from him in a few days Dave called me back in less than a week to let me know he had spoken to our mechanic, apologized for our experience with Anthony's & said a check would be cut & mailed to us We would be reimbursed for the alignment & the front tires we had to replace We received the check on Saturday Needless to say we are very happy with the outcome Dave was great to talk to, he truly cares about the customer & stands behind his business It's nice to see that customer service still does exist! Thank you Dave!!
Service department sucks! Here is the story:
Windshield washer on my GMC Acadia stop workingI browse an Internet and found this problem to be common (fuse blown)I've located and removed the fuse and it was badPurchased new fuses, but had problems install it, because the fuse box is hard to access and my eyes are not so good any moreI've stop at this dealership and ask service guy to put the fuse backHe gave me all kind of explonations regarding possible charges (the car is under warranty) and then said that it will take time (over an hour) to fix itI did not have that much time and left
It took me (with bad eyes) minutes to install the fuse back and test windshield washer
In the last years I've lease GMC SUVs, but this will be my last one
Not even a month ago, I spent $1,to have my *** *** repairedTie rod ends replaced, alignment, tires rotated, oil changed, injectors cleaned, etcThe vehicle drove better before I even took it in to this sorry dealershipTo make a long story short, I hit a bump on Highway and just about lost controlSteering was very loose and I was getting horrible gas mileageI took it to *** *** *** in Libertyville and they discovered that the toe was off degrees and the front tires were destroyedNot only do I have to purchase front tires now, but I paid $for an alignment which never happenedThere should be a law where you can take these crooks to courtThey will never, ever see my business again and I will never recommend them to anybodyService Advisor was Jeff
We negotiated a price on a vehicle, I put down a $deposit and was to deliver a check for the balance the following day as it was late in the day Before they closed, I received a phone call from the sales manager informing me that they had someone come that would pay their asking price so they sold the vehicle to them I thought if you put a deposit, they had to live up to the deal They said no
Initial Business Response /* (1000, 5, 2014/04/24) */
Contact Name and Title: [redacted] Service Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@anthonyautogroup.com
We did make repairs on this customer's vehicle. It was dropped off here on March 25th and did not start. The...
customer explained that he knew the vehicle had other issues, but he just wanted it to start and run. He even declined a free multi-point inspection.
The diagnosis of this vehicle was complex. We called the GM Technical Assistance Center to help us figure it out. It did involve multiple repairs. We contacted the customer, advised them of the repairs, gave him estimates and secured approval from the customer before making any repairs.
Contrary the to the customer's letter, the vehicle was test driven 4 miles, although not on the expressway. When the vehicle left here, it started and ran. That is what the customer asked us to do as stated in his letter.
We did hear, from the sales department, that the customer was unhappy with the repair. The service director and the dealership vice-president both called the customer and left voicemails offering to readdress any issues. Our consultant [redacted] made a similar offer during his conversation with the customer. No phone calls were returned by the customer. The vehicle was not returned to us. We only got a letter stating the vehicle was worse than when they left it with us.
In summary, we repaired what the customer asked us to repair. Even though the diagnosis was complex and the technician had over 9 hrs clocked on the vehicle, the customer was only charged for 4 hrs of repairs. We supplied the customer a rental car for 3 days, which we paid for. We applied a 15% discount to the parts and labor. When we found out that the customer was unhappy, we attempted to contact them, find out what the issue was, and see if we could correct it.
Our work is guaranteed for 1yr/12,000 miles and one of the parts purchased has a lifetime warranty. We stand behind our work and the products we sell. We would gladly replace any warranted part or resolve any poor workmanship issues but we have not been afforded that opportunity.
We do not feel this case warrants any discount or compensation other than what we originally offered the customer at the time of repair and we consider this case closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is cramed with formality and lacks the authenticity of sincerity. The truth is this dealership lost my confidence when the following events took place.
> Turning the vehicle over when they knew it was not properly fixed. Failure to test drive the vehicle goes a long way in jepordizing the safety of the driver and passengers ** a vehicle. Not to mention any other party which could be affected once the car is on the road.
> Their lack of concern when my son contacted the service dept and was told to purchase Gumout carburetor cleaner and essentially take matters into his own hands.
> Finally, the coup de grace, having their sales dept. call us in an effort to make a sales out of our weakened position.
Sorry, in lieu of what I have experienced, this is not the way to gain the confidence of your customers. We choose not to return for the reasons mentioned. The fixing of the car is a moot issue now. The real issue is the manner in which this dealership is now attempting to present itself with responsible language. The actions performed does not match the front now being presented. Again, we are reasonable people, but we will not be taken advantage of. I will make an offer of $700.00 to simply close this case and move on.
Thank you so much,
[redacted]
Final Business Response /* (4000, 9, 2014/05/05) */
Anthony Buick GMC's position on this case has not changed. We consider this case closed.
Final Consumer Response /* (4200, 11, 2014/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very disconcerting the lack of concern in the statement expressed by the person representing Anthony Buick in their response. "We consider this case closed," is a unilateral statement in which unfair business practices are oftentimes masked.
We are holding payment to Anthony Buick on our American Express account. We will continue to insist on withholding of payment until a reasonable settlement is made. I am open to meeting with a representative of Anthony Buick or GM representative to bring this to a fair conclusion.
In fairness to Anthony Buick I don't feel disregard of customer complaints on the quality of their repairs is their official company policy - I feel this is the response of an errant representative. This organization is licensed to do business in this state and is subject to the fair business practices of the State of Illinois.
We hope to bring this matter to a satisfactory conclusion by direct meeting or through the Better Business Burea.
Thank you for your reasonable attention to this matter. We await your response.
Sincerely,
[redacted]
I spoke with Dave, the Service Dept. Manager & explained what happened. Not really sure if any compensation would be given, but felt that, regardless, someone with authority should be aware of the situation. Dave was very understanding & made it clear this was not acceptable business practice. He asked for a copy of the bill from our mechanic, said he would get to the bottom of things & that I would be hearing from him in a few days.
Dave called me back in less than a week to let me know he had spoken to our mechanic, apologized for our experience with Anthony's & said a check would be cut & mailed to us. We would be reimbursed for the alignment & the 2 front tires we had to replace. We received the check on Saturday....
Needless to say we are very happy with the outcome. Dave was great to talk to, he truly cares about the customer & stands behind his business. It's nice to see that customer service still does exist! Thank you Dave!!
Initial Business Response /* (1000, 5, 2015/02/11) */
[redacted] is some what confused. [redacted] did purchase a 2014 GMC sierra from Anthony Buick GMC 12/22/2014. [redacted] was able to take advantage of several manufacture rebate, some required proof of eligibility. The rebate in question is a...
USAA incentive of $750.00. Anthony Buick GMC has no proof of membership on file witch will result in a charge back to the dealership of $750.00. [redacted] our sales manager called [redacted] and asked for proof of eligibility ( copy of an ID ). [redacted] some what upset became belligerent with [redacted] and has threatened the dealership on several web sites.
[redacted] issues with Anthony Buick GMC are really self inflicted, [redacted] prior credit issues and variety of incomes sources have the banks doing their due diligence and asked for proof of Income, not Anthony Buick GMC. In reference to the collection statement, yes Anthony Buick will turn this matter over to a collection agency if need be. In reference to the I live in a different state, yes [redacted] lives in [redacted] Anthony Buick GMC is in Gurnee, IL door to door 19.73 miles really not to far to resolve an issue either with the Truck of the contract. If [redacted] wants to return the Truck he would need to get a hold of [redacted] as they are the lien holder of the vehicle. Anthony Buick GMC will be patience and wait for a response.
Initial Business Response / [redacted] (1000, 5, 2015/02/11) */ [redacted] is some what confused [redacted] did purchase a GMC sierra from Anthony Buick GMC 12/22/ [redacted] was able to take advantage of several manufacture rebate, some required proof of eligibilityThe rebate in question is a USAA incentive of $Anthony Buick GMC has no proof of membership on file witch will result in a charge back to the dealership of $ [redacted] our sales manager called [redacted] and asked for proof of eligibility ( copy of an ID ) [redacted] some what upset became belligerent with [redacted] and has threatened the dealership on several web sites [redacted] issues with Anthony Buick GMC are really self inflicted, [redacted] prior credit issues and variety of incomes sources have the banks doing their due diligence and asked for proof of Income, not Anthony Buick GMCIn reference to the collection statement, yes Anthony Buick will turn this matter over to a collection agency if need beIn reference to the I live in a different state, yes [redacted] lives in [redacted] Anthony Buick GMC is in Gurnee, IL door to door miles really not to far to resolve an issue either with the Truck of the contractIf [redacted] wants to return the Truck he would need to get a hold of [redacted] as they are the lien holder of the vehicleAnthony Buick GMC will be patience and wait for a response
I spoke with Dave, the Service DeptManager & explained what happened Not really sure if any compensation would be given, but felt that, regardless, someone with authority should be aware of the situation Dave was very understanding & made it clear this was not acceptable business practice He asked for a copy of the bill from our mechanic, said he would get to the bottom of things & that I would be hearing from him in a few days Dave called me back in less than a week to let me know he had spoken to our mechanic, apologized for our experience with Anthony's & said a check would be cut & mailed to us We would be reimbursed for the alignment & the front tires we had to replace We received the check on Saturday Needless to say we are very happy with the outcome Dave was great to talk to, he truly cares about the customer & stands behind his business It's nice to see that customer service still does exist! Thank you Dave!!
Service department sucks! Here is the story:
Windshield washer on my GMC Acadia stop workingI browse an Internet and found this problem to be common (fuse blown)I've located and removed the fuse and it was badPurchased new fuses, but had problems install it, because the fuse box is hard to access and my eyes are not so good any moreI've stop at this dealership and ask service guy to put the fuse backHe gave me all kind of explonations regarding possible charges (the car is under warranty) and then said that it will take time (over an hour) to fix itI did not have that much time and left
It took me (with bad eyes) minutes to install the fuse back and test windshield washer
In the last years I've lease GMC SUVs, but this will be my last one
Not even a month ago, I spent $1,to have my *** *** repairedTie rod ends replaced, alignment, tires rotated, oil changed, injectors cleaned, etcThe vehicle drove better before I even took it in to this sorry dealershipTo make a long story short, I hit a bump on Highway and just about lost controlSteering was very loose and I was getting horrible gas mileageI took it to *** *** *** in Libertyville and they discovered that the toe was off degrees and the front tires were destroyedNot only do I have to purchase front tires now, but I paid $for an alignment which never happenedThere should be a law where you can take these crooks to courtThey will never, ever see my business again and I will never recommend them to anybodyService Advisor was Jeff
We negotiated a price on a vehicle, I put down a $deposit and was to deliver a check for the balance the following day as it was late in the day Before they closed, I received a phone call from the sales manager informing me that they had someone come that would pay their asking price so they sold the vehicle to them I thought if you put a deposit, they had to live up to the deal They said no
Initial Business Response /* (1000, 5, 2014/04/24) */
Contact Name and Title: [redacted] Service Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@anthonyautogroup.com
We did make repairs on this customer's vehicle. It was dropped off here on March 25th and did not start. The...
customer explained that he knew the vehicle had other issues, but he just wanted it to start and run. He even declined a free multi-point inspection.
The diagnosis of this vehicle was complex. We called the GM Technical Assistance Center to help us figure it out. It did involve multiple repairs. We contacted the customer, advised them of the repairs, gave him estimates and secured approval from the customer before making any repairs.
Contrary the to the customer's letter, the vehicle was test driven 4 miles, although not on the expressway. When the vehicle left here, it started and ran. That is what the customer asked us to do as stated in his letter.
We did hear, from the sales department, that the customer was unhappy with the repair. The service director and the dealership vice-president both called the customer and left voicemails offering to readdress any issues. Our consultant [redacted] made a similar offer during his conversation with the customer. No phone calls were returned by the customer. The vehicle was not returned to us. We only got a letter stating the vehicle was worse than when they left it with us.
In summary, we repaired what the customer asked us to repair. Even though the diagnosis was complex and the technician had over 9 hrs clocked on the vehicle, the customer was only charged for 4 hrs of repairs. We supplied the customer a rental car for 3 days, which we paid for. We applied a 15% discount to the parts and labor. When we found out that the customer was unhappy, we attempted to contact them, find out what the issue was, and see if we could correct it.
Our work is guaranteed for 1yr/12,000 miles and one of the parts purchased has a lifetime warranty. We stand behind our work and the products we sell. We would gladly replace any warranted part or resolve any poor workmanship issues but we have not been afforded that opportunity.
We do not feel this case warrants any discount or compensation other than what we originally offered the customer at the time of repair and we consider this case closed.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is cramed with formality and lacks the authenticity of sincerity. The truth is this dealership lost my confidence when the following events took place.
> Turning the vehicle over when they knew it was not properly fixed. Failure to test drive the vehicle goes a long way in jepordizing the safety of the driver and passengers ** a vehicle. Not to mention any other party which could be affected once the car is on the road.
> Their lack of concern when my son contacted the service dept and was told to purchase Gumout carburetor cleaner and essentially take matters into his own hands.
> Finally, the coup de grace, having their sales dept. call us in an effort to make a sales out of our weakened position.
Sorry, in lieu of what I have experienced, this is not the way to gain the confidence of your customers. We choose not to return for the reasons mentioned. The fixing of the car is a moot issue now. The real issue is the manner in which this dealership is now attempting to present itself with responsible language. The actions performed does not match the front now being presented. Again, we are reasonable people, but we will not be taken advantage of. I will make an offer of $700.00 to simply close this case and move on.
Thank you so much,
[redacted]
Final Business Response /* (4000, 9, 2014/05/05) */
Anthony Buick GMC's position on this case has not changed. We consider this case closed.
Final Consumer Response /* (4200, 11, 2014/05/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very disconcerting the lack of concern in the statement expressed by the person representing Anthony Buick in their response. "We consider this case closed," is a unilateral statement in which unfair business practices are oftentimes masked.
We are holding payment to Anthony Buick on our American Express account. We will continue to insist on withholding of payment until a reasonable settlement is made. I am open to meeting with a representative of Anthony Buick or GM representative to bring this to a fair conclusion.
In fairness to Anthony Buick I don't feel disregard of customer complaints on the quality of their repairs is their official company policy - I feel this is the response of an errant representative. This organization is licensed to do business in this state and is subject to the fair business practices of the State of Illinois.
We hope to bring this matter to a satisfactory conclusion by direct meeting or through the Better Business Burea.
Thank you for your reasonable attention to this matter. We await your response.
Sincerely,
[redacted]
I spoke with Dave, the Service Dept. Manager & explained what happened. Not really sure if any compensation would be given, but felt that, regardless, someone with authority should be aware of the situation. Dave was very understanding & made it clear this was not acceptable business practice. He asked for a copy of the bill from our mechanic, said he would get to the bottom of things & that I would be hearing from him in a few days.
Dave called me back in less than a week to let me know he had spoken to our mechanic, apologized for our experience with Anthony's & said a check would be cut & mailed to us. We would be reimbursed for the alignment & the 2 front tires we had to replace. We received the check on Saturday....
Needless to say we are very happy with the outcome. Dave was great to talk to, he truly cares about the customer & stands behind his business. It's nice to see that customer service still does exist! Thank you Dave!!
Initial Business Response /* (1000, 5, 2015/02/11) */
[redacted] is some what confused. [redacted] did purchase a 2014 GMC sierra from Anthony Buick GMC 12/22/2014. [redacted] was able to take advantage of several manufacture rebate, some required proof of eligibility. The rebate in question is a...
USAA incentive of $750.00. Anthony Buick GMC has no proof of membership on file witch will result in a charge back to the dealership of $750.00. [redacted] our sales manager called [redacted] and asked for proof of eligibility ( copy of an ID ). [redacted] some what upset became belligerent with [redacted] and has threatened the dealership on several web sites.
[redacted] issues with Anthony Buick GMC are really self inflicted, [redacted] prior credit issues and variety of incomes sources have the banks doing their due diligence and asked for proof of Income, not Anthony Buick GMC. In reference to the collection statement, yes Anthony Buick will turn this matter over to a collection agency if need be. In reference to the I live in a different state, yes [redacted] lives in [redacted] Anthony Buick GMC is in Gurnee, IL door to door 19.73 miles really not to far to resolve an issue either with the Truck of the contract. If [redacted] wants to return the Truck he would need to get a hold of [redacted] as they are the lien holder of the vehicle. Anthony Buick GMC will be patience and wait for a response.