Flagstaff Buick GMC

This happened on our way home from Phoenix to Alberta and why I would NOT consider purchasing another GM product.
I blame the dealership in Flagstaff for not acting more on behalf of the customer to fast tracking the part from Reno to Flagstaff AND the following is a list or reasons why I feel General Motors needs to bare the expense incurred in this situation, the failure of the turbocharger cooling tube.

1. The part which failed was not available at the Flagstaff dealership and was only available from the parts warehouse in Reno Nevada.

2. We offered several times to pay the expense to expedited the shipping of the part to the Flagstaff dealership from the GM parts warehouse in Reno by air, FedEx, Purolator or DHL. The Flagstaff dealer and GM turned us down three times.

3. GM’s inability to track the part from the GM parts warehouse in Reno and were not able to give us a clear delivery date. The part did not arrive until 13 days after it was ordered. Had we known the part would be in Flagstaff on a specific date we would have stayed in Flagstaff until the part arrived and the truck was fixed. As it was the dealership could not tell us when it would be there.

4. My 2019 GMC Canyon turbo diesel was under full warranty and only has less than 10,000 miles (13890 kms).

Here is a summary of events leading up to these excessive expenses.
On March 17 this year, my wife and I were driving home back to Canada from Phoenix, Arizona.
March 17 we were 20 miles south of Page, Arizona when the charger cooler tube on the turbo unit failed.
We called AAA and had the truck and our trailer towed back to the nearest GM dealership, which was in Flagstaff.
We met with the Service Advisor the next day, Wednesday March 18, and by 11 am the part was found at the GM parts depot in Reno Nevada and would be at the Flagstaff dealership 6 days later on Monday March 23.
Because we were concerned the Canada/US border was closing, and with the excessive amount of time it was going to take to ship the part to the dealer, we offered several times to pay for the expense to expedited the shipping of the part to the Flagstaff dealership from the GM parts warehouse in Reno by air, FedEx, Purolator or DHL.
GM said they could and would not do this and turned us down both times.
Please note Reno is just over 700 miles (1132 kms) from Flagstaff.
The parts did not arrive on Monday March 23.
We met again with the Service Manager on Monday but were told the parts had not arrived and would arrive Wednesday March 25.
On Wednesday March 25 the parts did not arrive.
The Flagstaff dealership said the parts were some where between Reno and Flagstaff and that GM did not have the ability to track any parts.
They said the parts may arrive Monday March 30.
At this point we decided to rent a truck ($2000 US) and tow our trailer back to Canada. Again both the US and Canadian Governments were threating to close the borders.
We left Thursday morning March 26 after stopping by the dealership one last time to see if the parts had arrived.
The part still had not arrived.
The parts finally arrived Monday March 30, 13 days after the parts were ordered and the truck repaired Tuesday March 31.
Because the border between Canada and US now remains closed, the only way I could get the truck back was to have it shipped back into Canada is by a commercial transport company.
The Flagstaff dealership said GM might offer to pay for the transport of the truck between Flagstaff and Great Falls Montana.
I offered to pay for the remaining transport between Great Falls and Calgary.
Again GM declined.
Also why is it that only Cadillacs quality for a free 800 mile/km tow while other GM vehicles don’t?
My total bill to transport the truck from the Flagstaff dealership to Lethbridge Canada was $1350 US, ($1995 Can).
Cole International’s charges for inter-border documents was $150 Can.
So I have spent over $5000 Canadian on a part that maybe worth $100 all because GM didn’t have the required part at the dealership, could not track the part from their warehouse in Reno and give us a clear delivery date, and would not let us pay to have the part fast-tracked from the warehouse in Reno to the dealership in Flagstaff.
I finally picked up my truck today May 11, 2020 from the Davis GMC dealership in Lethbridge.
Taylor Transport out of Great Falls Montana were awesome.

GM Customer Service Canada has offered to pay $2600 CAD towards the expense of the rental vehicle.
I haven’t heard from GM USA or the Flagstaff dealership with regards to any reimbursement.
Would I consider buying another vehicle from GM, I sincerely doubt it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I...

am appalled with Flagstaff Buick GMC Dearlership for denying the workmanship, repairs and parts they did on my truck since November 2013  to May 2014.  When I brought in my truck the first time in November 2013, the same staff (Service Dept. Managers, Mechanics and Technicians) were the same employees I dealt with and who worked on my truck from November 2013 to May 2014.  Flagstaff Buick GMC never told me the Injectors I bought were no longer covered by the warranty due to the new ownership transfer.   Nor did Flagstaff Buick GMC informed me they had no intentions of continuing the warranty on the injectors after December 20, 2013?  In fact, Flagstaff Buick GMC told me the complete opposite.    Flagstaff Buick GMC told me if I didn't get the parts they recommended replaced, the injectors warranty would not continue.  So I agreed to have the parts they recommended replaced, to continue the warranty on the Injectors.  Flagstaff Buick GMC told me all the parts and services done on my truck were covered by the warranty, no matter if it was [redacted] or Flagstaff Buick GMC.  Flagstaff Buick GMC told me, if they didn't fix it like they said they would, they would refund all my money back.  Since the very beginning, my truck kept losing power after they installed the  injectors and Flagstaff Buick GMC told me if the truck keeps doing the same thing, they would replace the injectors at no cost to me.  I told them, I think the injectors you put in were no good because it keeps doing the same thing (losing power) and that's why I keep bringing it back to them because it kept losing power.  But they wouldn't replace the injectors even though the truck kept losing power ever time I took the truck home from their shop.  Then, Flagstaff Buick GMC recommended other parts to be replaced and the same service manager told me if I don't have the parts replaced, the warranty on the injectors would no longer be covered and this was when they were Flagstaff Buick GMC Dearlership.  Therefore, I didn't think I loss the warranty on the injectors.  They made me believe I still had warranty on the injectors but if I didn't get the additional parts replaced liked they recommended, I would lose the warranty on the injectors.   So I let them replace the parts they recommended so I wouldn't lose the warranty on the injectors.  As for the truck running out of diesel, I never had the truck run out of fuel after the new injectors were installed in November 2013.  In fact, my truck was always full or 3/4 full when I returned the truck to Flagstaff Buick GMC because it lost power.  The only time I brought the truck in empty, was right after Flagstaff Buick GMC worked on it and the diesel was leaking fuel underneath the truck when I was returning the truck back to them because it loss power.  The fuel sprayed all over the back end of the truck (Tail-gate, rear tires and underneath the truck).  When I stopped at a restrauant in Flagstaff, the owner of the restrauant said your fuel leaked out all over the parking lot.  I told him, I just got it fixed but he said Flagstaff Buick GMC didn't tighten up something and all your fuel leaked out.  My truck was full of Diesel and I loss all my fuel.  When I tried to start it up, the truck wouldn't start.  So I had to call for a tow truck.  The tower told me you have fuel all over your truck.  He said make sure no one lights a match or lighter around your truck.  I told Flagstaff Buick GMC and they said they would look for the leak.  But when I called Flagstaff Buick GMC, they said they couldn't find the leak?  So I don't know if they even fixed it to this day??  The only reason I took my truck to the GM Dealership is because they warranty their workmanship and parts.  [redacted] GMC and Flagstaff Buick GMC are both GM Dealerships, so the workmanship, repairs, services they provided and new parts they installed should be warrantied.  I paid the extra money to have the warranties cover all the parts, labor and services they provided.  Now, they are saying they didn't do the work.  Well, they indeed did the work.  All the men in that Flagstaff Buck GMC who worked on my truck still work there and they continued to work on my truck throughout the transfer of ownership of GM Dealership from [redacted] to Flagstaff Buick GMC.  The service department mechanics, technicians and representatives who installed the new parts on my truck since November 2013 to May 2014, still work there.  They should be held accountable for all their workmanship, labor and parts they sold me from November 2013 to May 2014.   The new injectors they put in never fixed the loss power and the additional parts they recommended never fixed the loss power and still don't work properly like they should.  My warning lights in the dash stay on, the gauges to the speedometer, mileage and other gauges don't work.  My truck doesn't shift right and stays in one gear.  I can only go 30-35 miles per hour.  When I change gears from reverse to drive or vice-versa, it shifts hard and the whole truck shakes.  This never happened before.  The truck is totally unoperable, malfunctions and can't even drive the speed limit on highway or city limits.  I just want all my money back.  They didn't fix it like they promised.  Therefore, I want all my money back and it shouldn't matter if they changed ownership.  They both were GM Dealership and being a GM Dealership they should stand by their name and they should keep their word and be accountable for the work they did on my truck and the parts they put in my truck which don't work.  All I want is all my money back from November 2013 to May 2014.  They didn't fix my truck so why should I lose my money to someone I paid in good faith to fix my truck and they didn't deliver.  I am still requesting a full refund for all the parts, labor, tax and any additional charges I paid to them starting from November 2013 to May 2014.  Thank you.

Regards,

This letter is in response to a Mr. [redacted] who filed a complaint with the Revdex.com in regards to our service department at Flagstaff Buick GMC. Our service manager, Patrick B[redacted] and our Fixed Operations Manager, Casey K[redacted] have spoken to Mr. [redacted] since...

he brought his concern to our attention.When Mr. [redacted] informed us of a problem we told him to take the vehicle to the nearest repair facility. If his concern, was related to work we performed we would cover it 100%. The customer took his vehicle to [redacted] in Grand Junction, Colorado. We were informed that the left front upper caliper bracket bolt was missing and needed a new one. There were no other concerns. We gave permission to repair the vehicle and we would pay the bill over the phone. Alex repaired the vehicle the same day, Flagstaff Buick GMC paid the bill over the phone for $53.74 and Mr. [redacted] continued on his trip.We spoke to Mr. [redacted] and left messages after the repairs were completed by Fuoco to make sure he had no other problems. We asked Mr. [redacted] if there was anything else we could do for him to help with the unfortunate situation. We agreed to credit the customer for the hotel room he stayed in the night he got to Grand Junction, Colorado and was also willing to give him a free oil change at his local dealership for and additional inconvenience.  We cut a check for his hotel room for $76.35 and mailed it to his home address. We have not heard or spoken to Mr. [redacted] since mailing the check.We do realize we made a mistake in the repairs of Mr. K[redacted]’s vehicle but have done everything he has requested from us to help resolve any hard feelings or frustrations with Flagstaff Buick GMC. We stand behind our work but if Mr. [redacted] is not satisfied we would be more than willing to try to work out a resolution that both parties can agree on. We have copies of our repair order, the repair order from [redacted], the hotel bill and the check we mailed to Mr. K[redacted].

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  The business has performed this action and I consider this complaint resolved.  At the time of filing the complaint, I had not heard from the business for approximately two weeks, and was beginning to believe that they had forgotten about me.  A couple of days after filing the complaint, I received their check in the mail.  Thank you for your time and effort in this matter!

Regards,

This is in response to the complaint ID# [redacted], the customer’s name is [redacted].  Mrs. [redacted] purchased her 2013 Chevrolet Malibu LTZ on August 12, 2014.  She purchased her pre-owned Malibu form a sales person who is no longer with us, that being said, my response is based off the...

complaint submitted, the documents I have here from her purchase and her communication with my service department.As the General Sales Manager this is the first time I have heard of Mrs. [redacted] having any concerns with her car.  I will address each concern listed within the complaint.  Since the car was purchased in August of 2014 and the complaint being sent in to the Revdex.com was October of 2015 it is very difficult to address some of the concerns.For instance, the tread of the front two tires facing the wrong way.  History says the 2013 Malibu does not have directional tires, and our service records indicate that we did not put tires on the car.  Since the tires are not directional there is no wrong way.  The car could have had four different brands of tires on them, it’s a used car and if the tread was above 4/32 and there was no road noise we would not replace the tires.  The mechanical problems that are mentioned would all be covered by the extended service contract she had on her Malibu.  There should have been no issues there, Mrs. [redacted] could have taken her car to any service facility that accepts the service contract she paid for and payed the $100 deductible and she would have been taken care of as long as the concerns were not from wear and tear. The Malibu had a three year 50,000 mile service contract on it.The price and the high APR that she mentioned.  The APR is a reflection of her credit rating at the time on her Experian Credit report.  Her FICO Auto Score 8 which is the basis for her APR was at that time in the 400’s. With the combination of FICO and her pay history was the reason for her APR.  She was aware of this when she signed her paperwork.  The Price she paid was a retail price which she was ok with it at the time and not sure now why it is an issue 14 months later.Mrs. [redacted] was also had very extensive communication with my service advisers and she was told that she had a service contract and get it to a repair facility or to call General Motors to get some assistance with to tow bill to Flagstaff.  She told my staff that she did not care how much it cost she would pay the tow bill she just wanted her car fixed.  Once the car got here she was informed that her concerns with the battery were because someone had placed the battery cables backwards and she would need to pay for the tow bill and a new battery since the problem was because of her mistake.  She refused and called the lien holder and let them know she was surrendering the car.  In her complaint she mentioned that someone else checked her battery there is a strong possibility that they placed the battery cables backwards and that was the cause of all the issues.

After reviewing [redacted] response, it is evident that additional  steps towards customer satisfaction will need to be taken.Flagstaff Buick GMC is willing to refund to [redacted], the money  she has paid to Flagstaff Buick GMC. There are two repairorders on which she was charged from Flagstaff Buick GMC: Repair order [redacted], in the amount of$498.05,  and repair order702141, in the amount of$669.05, for a grand total of$1167.10. Our decision to reimburse  [redacted] is based on the fact that,regardless of the excellent documentation by our technician as to why each repair was necessary  in order to move forward with aconclusive diagnosis, the original complaint brought forth  on repair order [redacted] was regarding a loss of power concern, andthat concern, based on the customer's perception of the vehicle's operation, was ultimately not resolved. We would like toreiterate the fact that the repair process was handled correctly, and repair recommendations were made as the problems werefound, and that no unneeded  repairs were performed,  as evidenced by the repair documentation provided by the technician. Basedon [redacted] letter, we realize that $1167.10 is less than what she is asking for, but as stated in our previous letter, FlagstaffBuick GMC is only responsible for transactions that occurred with Flagstaff Buick GMC, and cannot legally be asked to compensateany customer for transactions that occurred with any other business. 

As a business attempting to promote the GM brand, Flagstaff Buick GMC will have taken a total loss of well over $2000.00 (notincluding refueling [redacted] truck after repairs were performed) after reimbursing [redacted] for repairs performed at this shop when, as noted in the previous letter and on the customer's repair order, the ultimate cause of the customer's concern is related to third partyrepairs performed at neither Flagstaff Buick GMC nor [redacted].

 Furthermore, [redacted] implies in her response letter that she feels the staff, whose employment was terminated when [redacted]sold their franchise (many of whom were hired on as new employees with Flagstaff Buick GMC), should be personally responsible for theprevious repairs performed while employed at [redacted]. As with any business transaction, [redacted]' contract at that time was with [redacted], and not with its individual employees. Having individuals who are personally familiar with [redacted]' vehicle's historydoes, however, allow us the oppo1tunity to clarify some important facts regarding [redacted] concerns: A year prior to the injectors beingreplaced, as [redacted]' repair order copies will show, she brought her vehicle to [redacted] for a concern of excessive smoke comingfrom the exhaust, which was, at that time, determined to be caused by the injectors failing (leaking injectors). At that time, she declined therepairs. When she brought her vehicle to [redacted] in November of the following year, and again as her copy of the repair order willshow, the vehicle was towed in for a "crank/no start" concern. The vehicle was completely inoperable at that time and would not start.During that visit it was determined that the injectors had completely failed. At that time the injectors were replaced, after which the vehicleran normally on a test drive and was driven away by the customer. As her repair order copies will show, when [redacted] boughther vehicle to [redacted], it was not for a loss of power concern, as [redacted] insists on implying.

To conclude, when [redacted] brought her vehicle to Flagstaff Buick GMC in January of2014, her concern at that time was for a loss of powerconcern, and based on the fact that, as the customer perceives it, the concern was never completely resolved, Flagstaff Buick GMC iswilling to reimburse [redacted] the $1167.10 that she has paid to Flagstaff Buick, in the interest of customer satisfaction.