Bob King Buick GMC Reviews (%countItem)
Bob King Buick GMC Rating
Address: 5115 New Centre Dr, Wilmington, North Carolina, United States, 28403-1629
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+1 (910) 791-9248 +1 (910) 799-0644 +1 (910) 395-0633 |
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The worst customer service ever. I purchased 2017 chevy Equinox six months ago and it is still under warranty but dealership refuses to fix electrical problem. The vehicle has been broken for three months now. I will have to take legal action to get car fixed.
The customer is correct that the vehicle is not fixed yet. We ordered a radio for the vehicle in October. At that time, we were informed that the radio's ETA was January of 2020. We informed the customer of this delay. We have reached out several times to General Motors and our Regional Manager with General Motors, but unfortunately, we have not been able to get the back ordered part any sooner. We have not refused to fix the customer's vehicle. Once we get the part, we will gladly get it installed. We have conveyed this to the customer on several occasions.
I was told by your service department that the radio had been replaced and that was not the problem with the car. So what you are telling me as a customer, is that you can take your time (IT HAS BEEN OVER 3 MONTHS) in fixing the cars you sell that are still under warranty.I do not have the luxury of telling the bank I will wait to pay them when I get around to it. And I blame GM MOTORS just as much for not standing behind their products. I reached out to them 3 times . No one can even give me a time frame as to when it will be fixed.
Give me a refund or give me a car with the options and accessories that was SOLD BY YOU that I am paying for each month !!
I took my 2011 GMC Terrain in to be diagnosed and fixed. My car was constantly jerking when going from one gear to another. Initially, I made an appointment for the 7th of January 2020. The customer service rep assisted me with getting my car seen earlier, and I truly appreciated the fact that she was helpful. I dropped the car off on a Thursday evening and Friday afternoon I was given a quote based on the technician's diagnostic of about $1500 for transmission mount and a catalytic converter. I approved the charges. I called back on Tuesday regarding the status of the car. When the call was returned, I was told that the issue with my car is more severe than what they thought, and in addition to the $1500, I will need a new transmission for about $4200. This to me is an issue that impacts consumer confidence, because if I would have known the total or additional cost that was the reason I needed to bring the car in. I would have NEVER had it repaired. Even though I was given a coupon for $50 off. I am still driving a car that constantly jerks and paying what is considered a lot of money for most!!!
failure to diagnose or repair malfunctioning AC on 2015 GMC Terrain.
Invoice***, ***,***,*** attempts to repair AC. Still not working. We took it to an independent mechanic who found a simple problem which he repaired for a fraction of the cost.
Refund on $2500 in repairs for unneeded parts and labor for a problem that was not resolved. Their diagnosis technique was "a stethoscope, and replace parts from one end to the other until the problem goes away", a demonstration of their incompetence.
The customer has a totaled/salvaged vehicle. (GM verified by VIN.) First repair was a leaking A/C line from the compressor to condenser due to a crack. Also found the cooling fan not working due to a blown fuse. Customer returned on a second visit and had these replaced. The vehicle returned and we found the compressor was not working from when the cooling fan had been inoperable. We replaced the compressor and the thermal expansion valve on this visit. The vehicle returned and we found the condenser to be restricted. This was on 8/20/18. The customer did not have this part replaced. Declined repair. We have gone back through the time frame of repairs and what we found on each visit. Each of these repairs were systematically diagnosed. The system was tested after each repair and did work. The customer had the condenser replaced at another facility. This was a repair we told him it needed in August of 2018. We have asked the customer for a copy of the invoice to show the diagnosis and repair completed by the other facility. The customer states he does not have an invoice.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not dispute the work performed by Bob King, but the work was done in the wrong order and did not address the actual problem. The GMC Terrain has a history of AC problems involving the dryer/condenser. The desiccant in the dryer clogs the system, causing the other components, replaced by Bob King, to fail. Had this issue been addressed on our first visit, we would not have had the subsequent problems. Also note that the fasteners were not properly replaced in the engine compartment, including those for the battery box. I also understand my efforts are futile, and will have to satisfy myself with warnings to friends and neighbors on the quality of work to be expected from Bob King.
We do understand the customer's frustration with the amount of issues and repairs needed with the A/C system. We are not going to recommend repairs that are not needed. If components are working and we see no issue with them, we are not going to ask a customer to spend money on repairs "just in case".
Bob King Mercedes not only didn't fix my car, but they stole thousands of dollars worth of parts from my vehicle.
It all started when Hurricane Florence struck Wilmington.. My 2011 Mercedes Sprinter that I bought 3 months prior to Florence, got flooded out from the hurricane. I went to start my Sprinter and the key wouldn't even turn so I paid a tow truck $250 to have it towed to the Mercedes dealership. Travis, the service manager waited almost 5 weeks to even check the vehicle so he simply said that it was not caused by water because there was no water physically in the vehicle after waiting 6 weeks. So he said that there was no water damage. I made a claim with Progressive when I first had the van towed to Bob King and after those 6 weeks, I signed a tear apart agreement with Progressive, and Mercedes was then supposed to tear apart my entire Sprinter van to look for any signs of water or water damage, but they never tore the car apart. When I went to check the status of my vehicle, I noticed all four of my brand new tires were taken off my vehicle and replaced with bald, four different brand tires. Each tire was a different brand, so I confronted the head manager and he never got back to me. Once the vehicle came home, all the lights on the dash were on, all my back lights were broken, the covers for my front headlights were taken from the vehicle, these foam pieces at the top of the cab ceiling were ripped off and a few tools were gone. I immediately made another claim with Progressive who is now opening an investigation. Also, there is now black mold growing in the vehicle. I want the dealership to be held responsible for my tires that were taken off at their facility and replaced, and all of the other parts that were stolen out of my vehicle.
I want to be reimbursed for all the parts that were stolen and/or tampered with. I'm tired of being lied too and I want them to fix all the issues that they caused or I will file a civil lawsuit
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***
The customer's vehicle was written up on 9/28/18. We were extremely backed up with the customers who were already scheduled and then all the flooded vehicles due to the hurricane. However, it was not 5 weeks. We had to order a key before we could do anything else on the vehicle and that was ordered on 10/2/18. The dash was taken apart by the customer when it was brought to us. Once we went through everything we found the key was the only issue. The customer said that the vehicle was flooded over the hood. If that was the case, the vehicle would not have run at all, even after the new key, and we would have already seen mold growing in the vehicle due to how hot it was after the storm. We are very diligent about who we hire due to the nature of our business. None of our employees need to steal anything from a customer's vehicle. The Service Manager and Customer Relations Manager also did speak with the customer. The customer was asked to provide a receipt for the tires he supposedly just purchased and he never provided one. The vehicle never came into the shop. We were able to put the dash back together where it was parked. In order to remove tires, the vehicle would require to be put on a special heavy duty lift and the technicians do not have access to this building when we are closed. We will not be compensating the customer for tires.
False statements, unecessary work, inflated time and charges which were not advised until after.
2-15-18 Car was towed to Bob King Mercedes due to a no start issue that I had been working on for a while and they're the closest dealership, almost 2 hrs away. The issue has always been computer/electric related, which was advised to them. *** was our tech and he advised that they had found the culprit to be a fuse box under the driver floor board. Diagnostics, new fuse and labor for this $680.
After installing the new part he called and told me the engine was running rough, misfire on two cylinders and jumps straight to "it might need a new engine". I said hold up, this car has never had any engine trouble not even a check engine light, I'm going to have my wife call and talk to you.
My wife called*** and they talked for about 20 min where she repeatedly told him there's no way it's an engine issue. An electronic problem does not cause a failed engine. He then agrees that it could be other things such as carbon build up, coils etc.. they discussed everything that had happened and been done so far until brining it to them. *** then says well we need to start with a compression test at which point my wife again tells him there's no way it's an engine problem, he said well I need to do that and go from there. He did NOT advise that there would be an additional $1000 in labor fees in addition to the approved amount above.
He calls my wife back and says the compression test is good, which she replied as I said before it's not an engine issue. He says yeah another tech found the issue to be the ECU that's not firing those cylinders. She said ok, it's a computer issue as I've been telling you the whole time. The ecu I purchased is 100% covered. He said ok, I'll call them. So she have him the owners contact info and they talked and the shop sent him another ECU. They received it, plugged it in and it worked. All was good. He told her that the aux battery light was now on, which was prob fried when the fuse box was from a jump surge. He advised that the battery with labor would be $199. She said that was fine to do, he said it should be ready later that day and he'd call when it was. It was only at this point that he left her a message stating that the charges were now at $1580! Plus the battery. My wife was out of town for a funeral during this time, and when she returned that Thursday she still hasn't heard from*** about the car so I called on Monday and he said I left a message Friday, yet I looked at my wife's phone and there was no missed call or message.
Went to get car Tuesday afternoon with my wife and 3yo son, which is a 2 hr drive. Upon arriving a salesman pulls the paperwork to check us out and says*** went over your suggested services here, I said no actually he didn't. I would have done the trans service had I been, but anyway, he gives me he total of $1850 at which point my wife questions the jump from $879 to $1850 explaining that she advised several times that it was not and never has been an engine problem and this test was not only unnecessary but a ridiculous amount of money that was not advised prior but after. He literally ignored that and said how we paying today. I have combat ptsd and immediately felt my bp rising so I swiped my cards and walked out with my son. I was only given a cc receipt. No invoice, no itemized charges. My wife then came out and we left. She contacted*** as soon as we got home and asked for him to email the invoice. He said ok. Never got it, emailed *** in the office and asked her for it. She sends me an invoice that only says $200 something parts, $1580 labor. She said she needed a break down of the charges and what they're for. *** says she will get with*** and Del and provide it to me. Never happens, ask again, no response.
Then my wife escalated it to the service mgr and gen mgr and she goes back and forth with the customer service manager who completely ignores the fact that they have lied, over charged.
I want to be credited back the extra almost $1000 that I was over charged for unnecessary testing that I insisted over and over was not the problem. Another tech found the ecu issue at the same time, so clearly it wasn't that difficult. I told them I have no issues at all paying the $879 for the initial diagnostics, the fuse battery and labor that went with those things. The actual issue. What I do have a problem with is paying for testing that I said was not necessary and was not necessary as it was a computer problem as I've always said. I didn't ask for a full refund I didn't ask for free parts.. only the additional inflated labor fees that I was only advised were another $1000, more than twice what the actual problem and repair was. Especially when I told the tech many times that this was not the issue. They charged 2 hours for labor to install the ecu and it literally takes 5 min. We did it ourselves! You plug it in under the glove box. They over charge and take advantage, they had also lied to me months ago regarding a key, saying it requires an hour programming and cost $380. So we called another dealer in the area and they said no it doesn't it comes vin coded from mb and the cost is $240. So we confirmed that with MB corporate and ordered from the other dealer. My resultion is the partial credit for inflated exaggerated unnecessary labor charges and for them to stop lying and taking advantage of their customers. I tried to come to a fair resolution. They would be paid for the actual issue and credit the rest, even asked for part of that and I'd get the rest from the ecu shop and they still said no. I have all correspondence
Contact Name and Title: *** CR Mgr
Contact Phone:***
Contact Email: ***
The vehicle was towed to our dealer. We found the battery disconnected and the panels all loose. We diagnosed and found the fuse block under the hood bad from a voltage spike or reverse polarization. Customer was informed and approved repair. At this point customer approved diag and repair. After repair, the vehicle ran very rough and showed misfire on two cylinders. Customer approved 2 hours diagnosis. We swapped coils, checked power and ground, checked injectors, fuel delivery, condition of spark plugs, etc. Everything showed normal. Advisor spoke with customer about compression test due to the behavior of the engine. Removed all spark plugs and performed compression test. When test came back normal, advisor called customer. At this point we are informed the ECM/ME was replaced. Technician checked and found the ECM was an aftermarket ECM (it was not a Mercedes-Benz original equipment part). The technician contacted the company that supplied the part to the customer and verified that it was not the correct ECM. It was for a 6 cylinder engine and the customer's vehicle is an 8 cylinder engine. Therefore, the ECM was not recognizing two cylinders in the engine and this made it run extremely rough like the engine had two dead cylinders. Informed customer that installation and programming would be additional time. We received another aftermarket ECM and installed this part. This part is located under the carpet in the passenger floorboard, not behind the glove box. It is not a simple "plug in". We did and have to go through initial start up and programming procedure since it was an aftermarket ECM. At this time the vehicle starting and running properly. The auxiliary battery light was now on. Informed the customer. Was given authorization to replace it. Only one technician worked on this vehicle. Not two.
Overall, we received a vehicle that wasn't running and someone else had been attempting to repair. Like we advised the customer, the wrong ECM being installed on the vehicle is what lead to the additional labor charges. Our advisor kept the customers up to date each step of the way about what was happening to the vehicle and the next steps needed, including the cost of these diagnostic and repair steps. When our customer relations manager became involved, she emailed the customer the breakdown of the labor hours for the entire repair process. This is after our cashier sent the customer the invoice.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is incorrect! I did approve the repair of the fuse - which is under the floor board not the hood! This can be easily verified as well as the ecu being under the carpet under the glove box and not the seat! That's where the battery is! I approved the 3 hours diagnostic the fuse and aux battery and never had an issue paying that portion as always stated! Even though I spoke to other shops who's said 3 hours to diagnose that fuse which is a common blow, the second step after checking the battery when there's a power supply issue for no start doesn't take 3 hours! I still didn't dispute paying their 3 hour diagnostics even though it's severely exaggerated. Also they were advised in the very beginning that we had replaced the ecu.. another reason why I know it takes 15 min max and where it goes! Also when speaking with the tech for 20 min about the misfire I told him repeatedly that it is not and never has been an engine problem! Car never even had a check engine light on.. yet he jumped straight to.. you might need a new engine! Totally ridiculous. They did the test which I was not advised of the charges for and it came back good like I said already and at the same time Jeff told me that another tech found that it was the ecu sending the wrong signal... they found that on their own! That was not after contacting me and me telling them that the ecu was replaced because they already knew that! They found it was misfiring themselves and the test was totally useless in that diagnosis. Also the shop that did the ecu immediately contacted me and gave me a credit back without being asked because they own their part in the issue... however, they also stated that this dealer is inflating labor hours and doing unecessary things just to get more money! As I said, they also did the same thing months ago regarding a key order. They are dishonest and the statements they're making can be disproven very easily by any mechanic! I never had a problem paying for the actual fuse or the battery and instillation... I also had no issue paying their 3 hour diagnostic which again... this fuse is common and the next step after checking the battery. Already confirmed it with two other mechanics.. and the tech here even said it was a common blow.. yet it took them 3 hours to figure that out? If so they're incompetent if not they're lying about labor hours. Either way it falls back on them. I only asked them for. Partial credit on the padded exaggerated labor they added which was $1000 above the actual work I approved and I was not notified of this amount until after everything was done. I still have the voicemail! They refuse to do the right thing. I forwarded this to MBUSA and even they said they grossly mishandled this and even they offered me a token of good will for how I was treated and taken advantage of. So everyone except this dealer has taken responsibility for this issue except the ones who actually did it.