Desert Buick GMC

Review: I [redacted] took my 2007 GMC Yukon to Desert Buick. I needed to get a diagnostic to see what was wrong with the truck, the engine was shaking. The price for the diagnostic was $95.00. They said there was oil in one of the spark plugs, the mechanics said they could fix the problem of the truck for around $1400.00. A few days later they called and told me that after they "fixed the problem" the truck only ran for about 10 minutes before the engine started shaking again and having oil in the spark plug. The truck was still not fixed like they said they were and now they are wanting to charge $1361.52 for something that is still not working. The invoice shows $810.00 for the labor and $376.15 for the parts. "The truck is still not fixed" the truck is still the same as when I took it in to them. They made me 3 offers, 1st one was to put a new motor which would cost over $10,000, 2nd option was to leave the truck as a trade in and get a brand new truck from them. The 3rd option was to pay the 1361.52 and take the truck as is which the problem was never fixed. My son [redacted] and I went back to the dealership on April 10, 2015 to talk to the manager and he was not there so we talked a guy named [redacted]. He said he talked to his manager and that he gave another option to pay half of what the invoice to make a deal with us.We told them how can we pay for something that isn't fixed. [redacted] gave us the option to get a used motor but they could not put warrantee on a used motor or guarantee their work. We then told [redacted] that we were going to call the Revdex.com to get their opion on what to do. He tells us that would not be a good idea because his manager would get angry and then not want to make any kind of deal with us to get this resolved. This situation is not fair I took my truck to them to get it fixed and had agreed to pay the 1400.00 to get the truck fixed and working good not for them to return my truck back the same and then say they fixed it. They also told us we could not take our truck wit us so we can take it somewhere else till we pay the $1361.52Desired Settlement: What I [redacted] want to happen is , I will pay for the diognastic which is 95.00 dollars and I would like my truck back so I can take it somewhere else to get fixed. I will not pay the $1361.52 because my truck is not fixed it is the same as when I took it in to them. I don't think its fair that they told me my truck is going to be fixed and returned back to me, and my truck is not fixed and they want to return it unfixed and still get paid .

Business

Response:

My name is [redacted] and I'm the service manager at Desert BuickGMC in Kennewick, WA. Mr [redacted]'s vehicle came in with a misfire due tooil on spark plug. We recommended removing the cylinder head on that sideof the engine to try to determine root cause of concern. We called thecustomer and advised the repairs would be about $1400.00+tax. Heauthorized us to go ahead with repairs. Cylinder head was removed and sentout to a machine shop. We were told that the affected cylinder had intakeand exhaust valves that were not sealing properly, which in turn couldcause the problem with the oil on spark plug. Had cylinder head repairedand re-installed all parts on engine. Tested and concern was still presentafter repairs were made. Recommend replacing engine due to suspicion ofcylinder maybe being out of round or another issue within cylinder.Customer declined further repairs. The customer has a problem with thefact that the vehicle is not running properly. I understand his position.The customer agrees with the route we took to repair the vehicle,unfortunately the issue that was repaired did not completely addressoriginal concern. Our resolution was that the customer pay half of theoriginal invoice. We cant release the vehicle until that occurs. Customerwants to pick up the vehicle for $95.00+tax. That is not an option. Ourowner realizes that this has not been an example of the exemplary servicewe strive to achieve but also realizes that the valves on the cylinderhead had to be repaired before assuming something else could have beenfaulty. Our dealership could easily charge him the full amount that he hasstated he authorized and stand firm on that but we would like to help himout. Our belief is that that half of the invoice is a fair resolution. Ifyou have any questions or concerns, please reply to email or call me at[redacted].Thank You[redacted]Desert Buick GMC