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Haley Buick GMC- Airport (Haley Auto Group)

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Reviews Haley Buick GMC- Airport (Haley Auto Group)

Haley Buick GMC- Airport (Haley Auto Group) Reviews (2)

Review: I took my [redacted] GMC [redacted] in to Capital on April 24, 2014 because my air conditioning wasn't working properly. They had to keep it over the weekend because they couldn't find the problem. They called me to come and pick up my vehicle on Monday, April 28, 2014. While signing the release papers for my vehicle, I noticed that the bill stated that I had a cracked windshield. I informed them that I didn't have a cracked windshield. However, when I saw my truck it had a cracked windshield. I proceeded to speak with the manager [redacted] and he gave me many reasons or examples as to how this could have happened. I explained to him that what ever happened was done while it was in his possession and he/GMC was responsible. He disagreed. I then requested to speak to the regional manager [redacted] and he too stated the same things that [redacted] stated. No one wanted to take responsibility for the negligence. Upon leaving the shop, I noticed that my handicap tag was missing from my truck. I turned back and asked the service desk about it. He stated that he had saw it in the vehicle. He then helped me look for it but it was not in the vehicle. He went into the back of the shop and returned with it. When I asked him why was it out of my vehicle, he stated that they had to remove it to work on the vehicle. Later, when I got home I looked at the keys to my truck and noticed a tag on them that read " [redacted]". Why was this tag on my keys if I had taken my vehicle to Capital GMC? Some thing had to be done to my windshield and they are trying to cover it up. This business is full of dishonest and unaccountable people. I believe that they should be held accountable for my cracked windshield.Desired Settlement: They need to replace my windshield

Business

Response:

I called the company and spoke with a gentleman about the complaint. He stated that the consumer had an impact point in the corner of the windshield. After they fixed the AC in the car they had to test the front vents. When they did, the impact point did crack and spread a couple of inches. The impact point was a "pre-existing condition." The tag on the consumers key from [redacted] was not from them and they have no clue who that company is. They use a different window company right next to them. After the consumer took the tag to the police station, she did call [redacted] at the company and told her that the tag was hers. The handicap sign was taken off the mirror because when they took the dash out to repair the AC they need all the room they can get and had to take it off and the mechanic sat it on his work bench and forgot to put it back in but they did not try to steal it from the consumer.

Review: The service department performed unauthorized services to my vehicle that resulted in damage to an aftermarket air intake system.

I had my vehicle towed to their service department last weekend after a pulley and bolt came off. I spoke with a service writer Monday morning and told him that I only needed them to reinstall the pulley and bolt since I didn't have the tool. The service writer said that they would take care of it and the car should be ready that day. I received a call later that day, and they said it was going to be around $250. The price struck me as odd, since I have done this exact task several times, with the help of a [redacted] and took less than an hour. That afternoon, I called to see if it was ready and was told that the total was about $269. I told them I wanted to discuss the charges when I got there, however when I arrived at the dealership the price had dropped to $199. The technician charged for 2.5 hours, for what I never was told. I went and opened the hood, only to find that the technician had installed my aftermarket intake components back together without permission and incorrectly. He put the radiator back into its factory position, after I had told the service writer that it was to remain loose on the top like it was. I then asked the technician to take a look at the intake which was bulging apart because of how he installed it. I told him that it was wrong, and he proceeded to tell me that I was wrong and that I didn't know what I was doing, and that he isn't supposed to touch aftermarket components. He also said that if I knew what I was doing, the pulley wouldn't have come off. As a service member and a paying customer, I was extremely upset by the way I was treated. I filed a complaint with the service manager about all of the things I felt his department had done wrong, to which he replied that he would talk to his technician and get back with me the next day. After not hearing from him yesterday, I called today and was told that he wasn't going to pay for the damage to my air intake or anything else. He says that because I told them that I would be driving the car that gave them the right to do work that I didn't authorize. On top of that, the write up says that I asked them to re-use the pulley bolt, which is a 1 time use bolt. Now, why would I want to re-use a pretty important $5 bolt that they should carry in stock? I suppose since they already had my money, he saw no reason to correct the issue with the way I was talked to or the poor work that they performed.Desired Settlement: I would like the dealership to pay for a replacement of the intake system that was damaged.

Business

Response:

Ms. [redacted], The situation with Mr. [redacted] is as follows. The customer had his vehicle towed in because the harmonic balancer/crankshaft pulley had come off the engine rendering the vehicle inoperable. [redacted], our service advisor, called Mr. [redacted] and advised him of the cost to repair his vehicle and the quoted amount was agreed upon by Mr. [redacted]. [redacted] then asked if he was planning to drive the vehicle off the premises or have the vehicle towed, to which Mr. [redacted] replied drive the vehicle. The quoted labor time of 1.9 hours plus .6 of an hour to reinstall components necessary to drive the vehicle comes from a nationally used labor guide called Alldata. The customer was called upon completion and advised of the time we closed. Mr. [redacted] arrived to pick his vehicle up and paid his bill, which was lower than originally quoted, and then proceeded to go outside and examine the work performed. Mr. [redacted] and his friend came back into the service lane and began to rudely and loudly address [redacted] about the work performed. The technician then walked out with the customer to explain the work performed at which point Mr. [redacted] proceeded to tell the, again, highly trained technician, that he didn’t know what he was doing. The technician, at this point, told Mr. [redacted] that he did in fact know what he was doing and if Mr. [redacted] knew how to perform the work he would not have had to have the vehicle towed in to our facility. We don’t condone our technicians being sarcastic to the customers, but Mr. [redacted] was extremely rude to all the employees he interacted with and the technician felt embarrassed and insulted due to the way he was treated in front of co-workers and customers. The repairs made to the vehicle were necessary for the vehicle to be driven off the property which is what was requested. The aftermarket intake system is not ruined nor installed incorrectly. In closing, Haley employees performed the work discussed and agreed upon so the vehicle could be driven away without liability to our company for incomplete work that could have caused consequential damages and therefore no refunds were offered for repairs. Sincerely, [redacted]

Consumer

Response:

I have reviewed the offer 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.

My first issue is that the service manager claims that I was rude to everyone I encountered. I have another service member who was with me that can attest that was not the case. I will admit that I did get upset and raised my voice after seeing how the technician had installed the aftermarket components. The second issue is that I don't believe I was charged properly. I haven't seen the guide they use to calculate man-hours for the task I asked them to perform, but I am sure the condition the car arrived in didn't match how that was calculated. The air intake and MAF housing (both aftermarket) were already removed and the pulley was on the crank. The The third and most important issue I have is how I was treated. When I told him he didn't install the aftermarket intake components correctly, he argued, got defensive and told me that I didn't know what I was doing. He confirmed that by saying he wasn't supposed to touch aftermarket systems. The technician telling me that I don't know what I'm doing implies a level of imcompetence on my end. The fact that I had a [redacted] technician helping when I installed that component should nullify that possibility. I suppose he has never seen a part fail to perform as advertised. If that was the case, why would companies offer a warranty? Before I left the dealership I had to reposition the radiator, and intake system in accordance with the intake manufacturers instructions, not**. They also claim that he didn't damage anything, which is false. There are 2 bolt holes for the snout of the intake that were elongated, and one of the bolt holes has a crack running from it now. At this point, I don't expect anything from that dealership. The fact that they think their technician didn't do anything wrong is beyond me. I can only hope that their future customers recieve better treatment than I did. Thank you.Regards,

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Description: Auto Dealers - New Cars, Truck Dealers, Auto Repair & Service, Auto Air Conditioning, New Car Dealers (NAICS: 441110)

Address: 5500 S Laburnum Ave, Richmond, Virginia, United States, 23231

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