AutoNation Buick GMC Park Meadows

Complaint: [redacted] I am rejecting this response because:I'm sure I was not the only customer to notice that the entire team of service advisers changed very soon after Autonation took over from GoThat did not happen when Go took over from [redacted] nor did it happen when [redacted] took over from [redacted] South, with [redacted] South being the entity from which I purchased the vehicleI'm sure this has something to do with the quality of service or lack thereof.As I previously stated, the cooling system repair failed because an Autonation mechanic did not properly attach the radiator nippleThe factory installed nipple never left its position for years, yet an Autonation installed nipple fell off days after the one-year warranty period expiredThis matter has been settled -- properly repaired -- by another GMC dealershipAn inspection would therefore be of no value, as there is nothing to diagnoseAutonation would probably call me a liar.As I previously stated, the AC failed twice in a rowThe factory-installed AC worked for years, yet two Autonation-repaired AC systems failed after around one yearOne failure would be unusual, but two failures means one of two things: Autonation mechanics are poorly trained or Autonation uses shoddy partsOr bothI called Autonation's parts department and was told that Autonation only stocks rebuilt compressors (part # 19169360), even though new ones (part # 89019367) are still available for around $more, explaining why I was never told that I had a choice between a rebuilt compressor and a new oneI am not a mechanic, yet I can see the greenish deposits from the Freon leaking out of the compressor, so an inspection would only confirm what I already know.The general manager, [redacted] ***, said that Autonation would "review the concerns and warranty associated with said repairs" which tells me all I need to knowAutonation's lead service adviser and parts department worker told me that both new and rebuilt AC compressors are only warrantied for one year by Autonation, while the other GMC dealer gives a lifetime warranty on their compressorsAutonation's lead service adviser also told me that warranty coverage on my compressor has long since run outSince I am not going to give Autonation another $1400+ to fix it again, I will not bring my vehicle in for another diagnosisWhy would I give Autonation more than three chances? Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Please note that I contacted the dealership multiple times to have a sales rep work with me to turn in the leaseThey stated all I needed to do was drop it off with the service since they had to replace the windshield any wayThis was a lack of communication between their service and sales department, not the customerIn addition, I provided the dealership a hard copy of my Revdex.com complaint in the documentation that I gave to MrP***He had this information on the day I went in to resolve the issue Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: ***'s response sugarcoats the events leading to repurchase.Neither the emissions nor title were resolved when they were pressured by the state investigator to refund our money[redacted] has done nothing to compensate us for the weeks they held our car and our $10, Sincerely, [redacted]

Hi [redacted] , We ended up repurchasing this vehicle from the customer We were able to resolve the title and emissions concerns, but wanted to offer the customer the best resolution possible He asked us to repurchase the vehicle and we did so Hope this helps You should be able to close the case Thanks again! [redacted] ***

We would be happy to review the concerns and warranty associated with said repairs. We will need to schedule an appointment to have the vehicle brought in for diagnosis. Please contact me at ###-###-#### to schedule a convenient time. Thank you. *** ***General
ManagerAutoNation Buick GMC Park Meadows###-###-####***@autonation.com

Initial Business Response /* (1000, 6, 2015/07/02) */
The statements made by the consumer are not accurateNo one has refused to perform warranty work under the manufacturer's warranty guidelinesCustomer can receive warranty service at any GMC dealership
Customer was given option to
return the vehicle immediately after purchase and elected to keep the vehicleA full refund of the purchase price is not an option, but we would be happy to appraise and re-purchase the vehicle at a price agreed on by dealer and customer
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 8, 2015/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to accept these conditions, but the dealer must contact me as I have made numerous attempts for contact and receive no responseI am trying my hardest to work with this dealer, but I cannot get any communication from the dealership.These matters can be easily resolved by a simple contact from the dealershipThey are telling me I can only talk to a *** at General Motors, but I do not understand what GM has to do with it
Final Consumer Response /* (2000, 18, 2015/07/15) */

Initial Business Response /* *** ** *** */
The purchase price of the appearance protection and clearplate protection (clear bra) total $We can refund this amount to the customer's lender since they already received copies of the agreement(s) and provided financing with these
items includedPlease let us know how to proceedThanks
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept AutoNation agreeing to refund the $for the clear bra and the appearance protection, but also want the windshield protection refundedI have attached copies of the sales contract itemizing each of the protection products showing that the windshield protection is $and a copy of the due bill showing that AutoNation had not yet applied the product to our vehicle
Please refund all of the products purchased and not applied to the vehicle to the lender
Appearance Protection-$
Clear Plate-$
Windshield protection-$
for a total of $
Final Business Response /* *** *** *** */
AutoNation Buick GMC Park Meadows will issue a refund in the amount of $to the lender of record for this transaction upon receipt of a letter requesting cancellation of these products
Please mail letter signed by all parties to AutoNation Buick GMC Park Meadows, Attn: *** ***, Parkway Drive, Lone Tree, CO XXXXX
Please allow 2-weeks for the refund to be processed and forwarded to the lenderThank you*** ***, General Manager
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the resolution but do believe that it should have been able to be resolved in the dealership when we were there in person asking for a remedy

Hi [redacted], This complaint has been resolved for the customer.  The vehicle was brought to our service department to have a windshield replaced near the end of the lease.  Mrs. [redacted] said she mentioned to the service advisor that it was being turned in.  Lease returns are...

not processed by our service department.  Our sales/leasing department processes lease returns and wasn’t even aware the vehicle was at the dealership. In fact, we received calls from the auction that processes the returns and repeatedly told them the vehicle was not at our dealership.  It was approximately 2 months later that we found out the vehicle was located in our service department.  After speaking with Mrs. [redacted], I contacted the lease company (GM Financial).  I explained what happened, they offered consideration and the lease was terminated.  To the best of my knowledge the only charges Mrs. [redacted] paid were those directly related to turning in the vehicle.  This would include a disposition fee and any excess wear and tear or missing items as outlined in the original lease agreement.  I don’t have access to credit reporting for the customer, but asked GM Financial to research and correct as needed. Thanks again for getting back to me.  I believe I spoke with the customer after she filed this complaint with you.  She never mentioned she filed the Revdex.com complaint, and I don’t recall seeing it previously.  Thanks for reaching out and giving me a chance to reply.  Please feel free to contact me if you have any further questions.  Thanks. Mark P[redacted]General ManagerAutoNation Buick GMC Park Meadows(303) 799-1157[redacted][email protected]

Initial Business Response /* (1000, 5, 2015/07/13) */
Customer purchased a vehicle as-is with no warranty. Vehicle was test driven and operating normally at the time of sale. He was offered and declined an extended service agreement, assuming all responsibility for future repair costs. ...

Dealership has offered options for customer to fix/replace engine or trade for a different vehicle. Customer has declined all assistance offered. A refund would not be an option. Our prior offers still stand if the customer would like to pursue one of the options offered. Thanks you.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please provide a description of each "prior offer" you have referred to in your response. Thank you.

Complaint: [redacted]
I am rejecting this response because:I'm sure I was not the only customer to notice that the entire team of service advisers changed very soon after Autonation took over from Go. That did not happen when Go took over from [redacted] nor did it happen when [redacted] took over from [redacted] South, with [redacted] South being the entity from which I purchased the vehicle. I'm sure this has something to do with the quality of service or lack thereof.As I previously stated, the cooling system repair failed because an Autonation mechanic did not properly attach the radiator nipple. The factory installed nipple never left its position for 17 years, yet an Autonation installed nipple fell off days after the one-year warranty period expired. This matter has been settled -- properly repaired -- by another GMC dealership. An inspection would therefore be of no value, as there is nothing to diagnose. Autonation would probably call me a liar.As I previously stated, the AC failed twice in a row. The factory-installed AC worked for 16 years, yet two Autonation-repaired AC systems failed after around one year. One failure would be unusual, but two failures means one of two things: Autonation mechanics are poorly trained or Autonation uses shoddy parts. Or both. I called Autonation's parts department and was told that Autonation only stocks rebuilt compressors (part # 19169360), even though new ones (part # 89019367) are still available for around $50 more, explaining why I was never told that I had a choice between a rebuilt compressor and a new one. I am not a mechanic, yet I can see the greenish deposits from the Freon leaking out of the compressor, so an inspection would only confirm what I already know.The general manager, [redacted], said that Autonation would "review the concerns and warranty associated with said repairs" which tells me all I need to know. Autonation's lead service adviser and parts department worker told me that both new and rebuilt AC compressors are only warrantied for one year by Autonation, while the other GMC dealer gives a lifetime warranty on their compressors. Autonation's lead service adviser also told me that warranty coverage on my compressor has long since run out. Since I am not going to give Autonation another $1400+ to fix it again, I will not bring my vehicle in for another diagnosis. Why would I give Autonation more than three chances?
Sincerely,
[redacted]

Hi [redacted],   We ended up repurchasing this vehicle from the customer.  We were able to resolve the title and emissions concerns, but wanted to offer the customer the best resolution possible.  He asked us to repurchase the vehicle and we did so.  Hope this helps.  You...

should be able to close the case.  Thanks again!   [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Please note that I contacted the dealership multiple times to have a sales rep work with me to turn in the lease. They stated all I needed to do was drop it off with the service since they had to replace the windshield any way. This was a lack of communication between their service and sales department, not the customer. In addition, I provided the dealership a hard copy of my Revdex.com complaint in the documentation that I gave to Mr. P[redacted]. He had this information on the day I went in to resolve the issue.
Sincerely,
[redacted]

Thank you for your response.  I left a voicemail message for Mr. [redacted] and requested a return call.Without having an opportunity to inspect and/or correct the concern, I'm not sure there is anything else we can do.  We try to offer our customers choices when it comes to parts and repair costs.  The customer authorizes the repairs as outlined.  We have no reason to use substandard parts, and all of our repairs include a limited warranty.  If a failure occurs during the warranty period we promptly resolve the concern.  While we can't address staffing or personnel issues, we can say that AutoNation has been the parent company for dealerships operating under the names [redacted], GO, and AutoNation.  Most of our customers find our staff and repair quality to be excellent.  Thanks again for taking the time to write, and please feel free to contact me directly if I can be of service. [redacted]General ManagerAutoNation Buick GMC Park Meadows(303) 799-1157[redacted][email protected]

Complaint: [redacted]
I am rejecting this response because: [redacted]'s response sugarcoats the events leading to repurchase.Neither the emissions nor title were resolved when they were pressured by the state investigator to refund our money.[redacted] has done nothing to compensate us for the weeks they held our car and our $10,000.
Sincerely,
[redacted]