Capital GMC Buick Cadillac Ltd. (Headquarters)

After purchasing a car I noticed it had some damage. I was told they would have it repaired. Now they are not returning my calls re this issue.I purchased a 2014 [redacted] from salesman [redacted] at Capital GMC (on Rochdale) on July 22nd, 2015. [redacted]I had begun looking at this car on July 17th but had not decided to purchase it or signed anything until after the weekend. A couple of days after signing the paperwork and bringing the car home, I noticed a dent on the rear of the car. I called Ian the next week (around July 29th) to tell him about it. He suggested I bring it around for him to see. He then suggested I take the car in to the [redacted] on Broad Street to get an estimate. I drove straight over there and did so. They looked it over and said it would be about $450. [redacted] made an appointment for the repair to be done on Thursday, August 13th (about 2 weeks later). He said that Capital would cover the cost of this repair.As arranged, I took the car into the [redacted] on August 13th. They kept it for a couple of hours and then called to say the damage was more extensive than they had thought and would need to be repaired by a body shop. The staff at the [redacted] said they had contacted Capital to let them know.[redacted] I received no contact from anyone at Capital during this time.On September 3rd at about 2:30pm, [redacted], I went in to the Capital dealership to follow up. [redacted] suggested I go to [redacted] to get an estimate and bring it back to him. We did that immediately. 20 minutes after leaving him we returned with the estimate. He was not there so we left it at reception. The estimate was $1,500. They told me that it would take 8.7 hours of labor and it would be less expensive to order a new $721 part for the hatchback than to try to repair the current piece.I tried calling [redacted] the next day and he said he had left the estimate with his manager and would get back to me after discussing it with him. On Sept. 10 at about 11am I texted [redacted] asking for some follow up. He said "I have asked [redacted] to call you." On Sept. 11 [redacted] texted me again saying "[redacted] has tried getting hold of you please call him at 306-[redacted] when you can". I called [redacted] and left a message, giving him my cel phone number.I received no contact from Capital.On Wednesday, September 16th at 11am I went in to Capital to discuss the issue with [redacted]. He said he had tried to call me. He came outside to look at the car. He seemed very dismissive and said that when you buy a used car you should expect that it will have a few dents and scratches. He suggested that I probably only spent about $12,000 on it so HE hadn't made much off of it to begin with and I can't expect him to sink a lot of money into it. I replied that this is not just a dent, the paint has cracked and WILL rust. I said the VERY LEAST I would expect is that they would put in whatever they had been willing to pay the [redacted] to do the repair. He nodded and seemed to agree. He said he would also see if the autobody shop could come down in price and he would get back to me. I asked him to leave a message on my answering machine letting me know what happened with that. I called the next day (Thursday, September 17th) at 2pm. I got [redacted]'s answering machine. I left my cel phone number and asked that he call me when he knew what they wanted to do about the damage to my car that was there before I purchased it.I still have not received any response from Capital. It is now noon on Friday, September 18th. [redacted] Desired SettlementI strongly believe that Capital should repair the pre-existing damage to my car. [redacted]If they refuse to cover the cost of the repair I would still expect them to offer to cover some of the cost, especially since they had been prepared to pay the dent clinic to fix the damage.Either they knew that the car was damaged when they sold it to me and didn't mention it, which is unethical, or they didn't know and would have repaired it if they had, in which case they should do the right thing and fix it, as they would have had they been aware of the problem to begin with.I am also unhappy that the staff at Capital continue to not return calls or offer to make this right. They keep avoiding me and hoping the situation will go away. [redacted]Business Response [redacted]I spoke to [redacted] today and we got the issue rectified by splitting the bill at [redacted]. [redacted] is very happy and has an appointment on Wednesday October 7th to have the vehicle repaired.[redacted]

Complaint[redacted]Car had problems second day after purchased. It would not start. Had to get battery boosted. Phoned company, the said not their fault. Bought brand new battery, car still having major problems. Battery will not stay charged and engine light coming on.Phoned company, would not help. [redacted]. They did not let me know full purchase price until after papers were signed. Very little was explained to me. [redacted]. This vehicle now needs to be taken in for repairs. [redacted]Desired Settlementeither full repairs to this vehicle paid by them. Or another vehicle that is in good working order.[redacted]Business Response [redacted] put a new battery 4 days after purchase March 17/2014. I have asked for proof of purchase and Capital will reimburse her the cost of her battery. [redacted] also has Extended Warranty on the [redacted] she is taking it to [redacted] Tomorrow to get the [redacted] asset I will follow-up tomorrow with [redacted] to make sure she is satisfied.[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] I am paying 4 hundred and some a month and have been for 6 months for this vehicle to be sat since they dropped it off. It was driven the first day and driven to the garage for a different battery, but other than that, any other time it was driven, which was only less than a handful of times, it was boosted for very short trips ( blocks).[redacted] I still have a broken vehicle, a huge price tag yet to pay, and taxi cabs until it can be repaired. According to the repair shops, my warranty that I bought for this vehicle may not even cover the costs of the repairs, or cover the mechanic's time to repair, which is generally 100/hour.A re-negotiation or even compensation would be fair for the treatment I've received.[redacted]. We are still needing a reliable way to get around as well while this vehicle is being looked at. I am hoping to find somewhere that has loaners while this car is being repaired, but it's not looking good. [redacted].Final Business Response [redacted]The customer had a service appointment last week Tuesday, found out buy the Service Advisor from [redacted] that she had canceled her appointment due to [redacted] not getting a rental car. After finding that out yesterday we offered to pay for the rental so we can get it fixed. I have been calling and emailing daily to rectify the issue. I have re-book the appointment for [redacted] for November 14 at 10:30am at [redacted]. Also offered to pay for the rental.We have also offered to pay [redacted] back for her service bill on repair of her battery. We have not received the receipt yet.The Last e-mail:Good Morning [redacted] and [redacted],Thank-you for the response, I appreciate the honesty it is are passion and are drive to make sure you are looked after. I have called Jackie the service advisor and set up an rental for you at are charge.To review, I have booked your 2008 [redacted] in for November 14/2014 at 10:45pm. To diagnose and repair your issue of stalling out. I have a rental vehicle booked for you for the length of the repair.Please let me know when you send the bill for the battery in the mail. When we receive the receipt I will mail it back to you also with a check in full payment of the battery.Thank-you againCapital GMC have been trying hard to help [redacted] out in her service needs. Please let me know when you get this email.[redacted] Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They did not ask us why we could not get the rental car, which was, because you need a major credit card to be able to pick it up. Neither me, nor my daughter have a major credit card.The vehicle works okay for short distances, but obviously still needs to be repaired. [redacted] did not ask us our reasons what so ever and when he made the second appointment at [redacted] we weren't even aware that he was doing so. Had he either phoned or emailed asking us the reasons for the first cancellation, AND asked if he could make us appointments, we would have explained why it went as it did. We have already inquired about a car rental, we cannot get one without a major credit card. There is however, service places in town that supply loaners while your vehicle is being worked on, which is what we are waiting for at the moment. [redacted].The bill for the battery is in the mail.[redacted]

The car is brand new but twice brought back to the dealer for repairs. Buyers lost trust on the car and just want to return/switch it with another one1. After a night that we purchased the 2014 [redacted] on July 4, 2014, we noticed that there was a somewhat bubble-like thing on its left-side window (even if the car is brand new). We reported it right away when the product specialist [redacted] called the next morning. The thing was fixed, though we waited for about a month for the parts that Capital GMC ordered somewhere to arrive...it did arrive last week of July. We needed to call them first to have an update about it, and we got scheduled so the window was fixed on August 8, 2014.2. The car broke down and had us pulled over on Monday night of August 18, 2014. We had road assistance and took the car to the dealer. Next morning, August 19, we needed to call Capital GMC Service Center for an update but we're not pleased to hear that the defect on the car wasn't determined yet. We hoped that GMC will lend us a car or at least refer us to rentals since we are covered by warranty we are paying for and the car is still with them for repair. We were told that we can ONLY get car on rentals if they diagnosed the problem so we waited again for another day. August 20, found out that something's wrong with fuel injector and so disappointed when GMC told us that rentals is fully booked since it's summer...so we didn't get help either and husband has to commute again. 3. GMC promised us that the car will be returned to us by Thursday, August 21st since they ordered the parts...it didn't happen for some reason that wasn't explained to us. ([redacted]). [redacted]4. Only yesterday, August 22nd, [redacted] from Service Center called us to say that the car is ready for pick up, I said we don't want that same car at all. Another person, [redacted] called again ([redacted]), saying the same thing and mentioned that someone called us Tuesday to pick up the car 'coz it's already booked on rentals...WE DIDN'T get this information though. He said the call was logged in their computer but we didn't get a call. Instead, I told him that I have all the text messages from their product specialist, and what we're told about was what I mentioned above in number 2. He said it should NOT be the product specialist that we should speak with but our point is...Why should GMC be putting a product specialist if we couldn't trust him and the information he is giving us? He is the only person we know from the dealership aside from the finance manager so makes sense that he will be the first person we will contact first if ever we have questions about their product.I also told [redacted] that we don't want the car, there are lots of accumulated factors now that add to our dissatisfaction, [redacted]. We just want to switch/return the car instead, for I know we have the rights to do so. [redacted] even mentioned that GM doesn't have a return policy so we can only trade the car. We don't want to trade it for we know that the price of the previous car will just add up to the next car we will be getting. 5. We re-checked the contract from GM and found out that Distance Traveled (before we get the car) on the contract was BLANK (which we believe one of the most important information from odometer that SHOULD NOT BE MISSING on the form/contract). Although it is written (52 kms.) on the Conditional Sale that we signed, it doesn't match with the mileage we remember (about 300 kms.) when we first had a test drive of the car... just didn't realize it's quite a big mileage for a brand new car.[redacted]Pymnt Amnt:$203bwDesired SettlementWe want that the car be returned or switched with a more reliable one since we only used it for six weeks (July 4 - August 18, 2014). [redacted]. We won't mind getting a different but brand new [redacted] as long as we'll be paying the same amount or lower, even on it's interest and the mileage would be written and visible in the contract ([redacted]). [redacted] I tried contacting GM customer care (was able to speak with [redacted]) but there's no assurance either that we can still return the car.There are accumulated reasons that made us think of just returning it as I stated in the detailed complaint above([redacted]).We don't want to have exactly the same car back...please help us on this matter. We're hoping for your understanding and consideration. Thank You![redacted]Business Response [redacted]Good morning,I am send this reply in response to case#[redacted]. I heard about the small issues that [redacted] was having on Friday August 22nd. I gave her a call that afternoon and she filled me in that we had replaced a tinted window under warranty do to a defect in the factory tinted glass and that we just had replaced a faulty fuel injector under warranty. She was frustrated that it took a couple days to get the part in, and that there were no rentals available to her while it was being fixed. I apologized for the inconvenience and let her know that there are a lot of parts in a vehicle and sometimes they fail and that is why the manufacturer puts a warranty on all new vehicles when the customer buys it.I spoke to the service advisor about the rental vehicle and it sounded like there might have been a communication break down. The [redacted]'s had the vehicle towed in on the Monday night when we were closed and we had a rental lined up for them at the rental car company by 2:30pm on Tuesday. Our service advisor call Mrs [redacted] and let her know she could go pick it up at [redacted] rental on [redacted] St that afternoon. For some reason they never did pick up the rental car.In closing we did have there vehicle all fixed and ready to be picked up on Thursday. The reason it took a couple of days was because we had to wait for the fuel injector to come in from Edmonton. I don't think these two small issues warrants someone to return a vehicle that they have owned for 6 weeks already. I did apologize again to Mrs [redacted] and suggested that she pick up her [redacted] or I could have it delivered to her.[redacted]Thank you,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)For us, the issue wasn't just small.[redacted] 1. The repair didn't take couple of days because the car brought back to the dealer on August 18 and got fixed only on August 22nd, this is about 4 days (even when the window got fixed, took almost a month for the parts to arrive, got called last week of July and window got fixed August 8).2. No service advisor called and spoke with me about the car to be picked up from the car rentals on Tuesday @ 2:30pm as what the dealer mentioned. We would not have been communicating with the dealer about the rentals from Tuesday to Wednesday. [redacted]. 3. It wasn't on Thursday that the car got fixed ([redacted]). I wrote to them Wednesday to express our frustration about not getting rentals and ask what if the car doesn't get fixed on Thursday as they promised? Will there be another day for us to wait and be inconvenient? [redacted] The car didn't get fixed until Friday afternoon that someone from the service center called us.4. We want an explanation why of all the important details on the contract, the distance traveled from the odometer is missing or blank. Please see the scanned copy of the yellow paper again.We mentioned already that there's an accumulated factors/reasons why we don't want the car back with us. If we can't really return the car, we would like to switch it with another [redacted] but not trading it. [redacted] Final Business Response Good afternoon,I wanted to send a quick update letting you know that [redacted] called me on Monday September 8th. He apologized and asked me if it would be ok if we washed the [redacted] for him and if we could deliver it to his work. I said that was no problem at all, washed it for him and delivered it to his work. If any other information is required from myself please let me know.[redacted]Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My husband called [redacted] not to apologize but to ask that the car be delivered to our apartment, supposed to be Tuesday at 2:00 PM were I wouldn't be at home the whole day. [redacted]. He thought it's not practical that we are paying for it, as well as its insurance and warranty even if we're not using it and was with the dealer still and that nothing's gonna happen at all since GM doesn't want us to return or even switch the car. I accepted his explanation though...make sense. The things I still am not satisfied with were my questions on the first complaint and second letter to the dealer's response remain unanswered and unexplained. Aside from those, I found out from my husband that he asked the car to be delivered Tuesday, September 9th, but the dealer called back again and ask if it's OK for it to be delivered that night (Monday, September 8th) to husband's work place. (..[redacted]) They agreed that the time should be after his work at 7:00 PM where he thought he could meet and talk for a bit with whoever will be bringing the car. This didn't happen because they delivered the car around 5:30-5:50 PM and left right away so husband didn't see & speak with anyone from the dealer for he was still at work. They just left the key with someone from the front desk. [redacted] I also asked him if the dealer offered anything in return for the inconvenience the situation brought us....little things like a refund for the supposed to be rentals or a full tank of gas when they deliver the car ([redacted]) and he said he wasn't offered anything, instead, in their conversation on the phone, he was the one who requested that the car be washed before bringing it to him. [redacted]