Henry Brown Buick GMC

The problem is they lied to me about the warranty they sold me. They told me the warranty covers everything bumper to bumper for100,000 miles. The fine print on the warranty says everything except the exhaust system is covered. I asked the person who sold me the warranty "Does this cover everything bumper to bumper?" I was assured the warranty I was paying for covered everything bumper to bumper. They lied to me and cheated me.[redacted]

Thank you again for the opportunity to respond.  We dispute the claim Mr. [redacted] makes concerning the coverage of his service contract.  The contract specifically states what is, andis not covered on the vehicle.  Mr.[redacted] signed the service contract agreeing to the terms and conditions of the contract.Henry Brown Buick GMC has not seen Mr. [redacted]’s vehicle.  We do not know what items need to be repaired and why.  We cannot make a determination concerning the vehicle, or contract coverage, without knowing what is wrong with it.   As previously offered, if Mr. [redacted] would like to contact the service manager, and discuss with him his vehicles repairs, we will be happy to help any way we can. Sincerely, [redacted]

Revdex.comTo whom it may concern,Thank you for the opportunity to respond to Mr. [redacted] concerns.  It is our goal to have every customer completely satisfied.  We will be happy to detail Mr. [redacted] vehicle, as well as repair any damage we may...

havecaused to his windshield.Please have Mr. [redacted] contact us with a convenient time for us to pick up the vehicle, and make these repairs.Thank you for your time with this matter.  We look forward to making Mr. [redacted] completely satisfied with our service.Sincerely,
[redacted]Executive AssistantHenry Brown Buick GMC

Thank you for the opportunity to respond to Mr. [redacted] concerns.  If Mr. [redacted] would like to cancel his extended service contracts and [redacted] insurance, we will be happy to assist him.  He needs to stop into the dealership at his convenience, and we will take care of the...

paperwork for the cancellation.License plates are applied for at the request of the customer. The dealership does not determine residency, we base our information provided by our customers. The same policy is followed concerning income. Our customers fill out forms that provide income, and this is what we provide to lending institutions, so they may consider financing.If there are any further repairs necessary to Mr. [redacted] vehicle, we are happy to assist. We invite him to stop into our service department, and we can handle any repairs he feels are necessary.Again, thank you for allowing us the opportunity to help Mr. [redacted]. We hope to see him soon in the dealership, to help with any repairs, or information he may need.Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

The shop did refund my money so I am satisfied with the outcome, however, I want the correct sequence of events to be known. I originally contacted Tim, the service writer, and he would not refund my money. A few days, later I filed the complaint with the Revdex.com. Tim called me the day after I filed the complaint stating that they received the complaint and wanted to discuss my truck. I told him what I did to fix my truck and then he refunded me the money with no problem. I never called the manager like the shop stated. The problem has been resolved and there are no other issues.

Thank you for the opportunity to respond to Mr. [redacted] concerns. 
 
Mr. [redacted] was refunded the full amount of his charges on 08/18/2016.  ( $ 405.00).  Mr. [redacted] contacted Jeff M[redacted] the Service Manager concerning this issue prior to our store receiving...

this Revdex.com complaint.  Jeff M[redacted] made the refund to the customer without hesitation.  I had hoped Mr. [redacted] would contact the Revdex.com and advise you that this had already been resolved.  It does not appear he has done that.
 
At this time, we feel we have done everything possible to resolve all issues Mr. [redacted] may have.  If there are is anything else we can do to help Mr. [redacted], please do not hesitate to contact us.
 
Sincerely,
 
Vicki W[redacted]
Executive Assistant
Henry Brown Buick GMC

As previously responded,  Income and residency is information provided by the customer.  We only use information as it is provided to us.  If Mr. [redacted] would like us to send him the cancellation paperwork for his extended service contracts, and insurance, we would be happy to do that.  Please provide us with a street address to send the information.  We will need an address that we can send information via [redacted].  Signature required.  Thank you again for the opportunity to respond to this customer.  Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

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.The point is the dealer failed to provide the state of Texas my title and paper work and sent it to ARIZONA KNOWING I WAS TITLING IT IN TEXAS. I had no choice but to pay $2200 to the dmv of Arizona when in fact I would of paid nothing in Texas. I am not in the state of Arizona which it is impossible to cancel the warranty and [redacted] insurance that I was lied about. And lying to the bank about my income they have never addressed. I would like this to stick since this dealer has no intent of doing what they should of done in the first place especially for a customer that spent over $100,000 on 2 cars.Regards,[redacted]

To whom it may concern,We will be happy to send a windshield company to Mr. [redacted] to repair the windshield damage.  We will not, however, pay any invoices submitted by Mr. [redacted] for repairs done to his vehicle by a third party he has independently hired.Please have Mr. [redacted]'s contact us at his convenience to have his windshield repair scheduled.Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

The shop did refund my money so I am satisfied with the outcome, however, I want the correct sequence of events to be known. I originally contacted Tim, the service writer, and he would not refund my money. A few days, later I filed the complaint with the Revdex.com. Tim called me the day after I filed the complaint stating that they received the complaint and wanted to discuss my truck. I told him what I did to fix my truck and then he refunded me the money with no problem. I never called the manager like the shop stated. The problem has been resolved and there are no other issues.

Revdex.com
4428 N. 12

size="2">th Street
Phoenix, AZ 85014
Attn:  Conciliation & Engagement Specialists

             RE: [redacted]

To whom it may concern,

Mr. [redacted] trade has been paid off, and the loan for his new vehicle has been funded.  A letter was faxed to his original loan company explaining that Mr. [redacted] vehicle was traded in, and the loan balance was to be paid by our dealership.  That letter should satisfy any questions his bank had about late payments.  Since Mr. [redacted] has indicated he will be contacting an attorney, any further communications will be handled between our attorneys.

We thank you for the opportunity to respond to this inquiry.

If you need any further information, please do not hesitate to contact me.

Sincerely,

Vicki W[redacted]
Executive Assistant
Henry Brown Buick GMC

Thank you for the opportunity to respond to this complaint.  Mr. [redacted] does not have his vehicle in our repair facility, so we do not know what the problem is with his exhaust system.  There was not enough information provided to determine what part of Mr. [redacted]'s exhaust system...

failed, and why.We are happy to discuss this issue further with Mr. [redacted].  Please have him contact Mr. Jeff Martin.  Service Manager, Henry Brown Buick GMC, so we can determine what is wrong with the vehicle and determine coverage by Mr. [redacted]'s extended service contract company.Our goal is to have every customer completely satisified.  We look forward to speaking with Mr. [redacted].Sincerely,[redacted]###-###-####

Bought a pickup from them a couple of months ago, traded in a vehicle for said pickup. Wanted plates from previous vehicle to be transferred to new one, was told they would take care of all the paperwork and have the new plates and refund (if any) mailed to my home address. Well plates have expired and still no sign of new tags, called the dealership on numerous accounts and left messages with anyone and everyone that I was transferred too, still waiting on a call back or tags to be mailed. Would not recommend anyone to go to this dealership, they don't take care of there customers in a timely matter.

I've just experienced the worst GM dealership experience I've had in my entire life. Lots of false promises. No rental car after numerous repetitive issues w our GMC vehicle. I would drive across town to another GM dealership rather then deal with these people and their lack of compassion.

Review: I purchased 2 brand new denials from this dealership was told on the first deal the bank requires [redacted] insurance even though I put 15,000 down and 5000 positive equity which I found out was a lie, a week later I bought another vehicle was told I have to have warranty and [redacted] per the bank which was another lie. I had a dvd player in they scratched my dash never fixed it even though they said they would. I was told I had to list my Texas address for the banks to approve and it ended up being impossible to get plates when I called the dealer there title clerk said come down and we will get you plates I get there she said I sent the titles to Texas. So I called Texas they had no record so come to find out they filed it in Arizona and didn't want to pay for plates. So $2100 later I had plates because they lied. Over $4500 in services I didnt even need and $2100 in taxes this is by far the biggest scam I have ever dealt with. Not to mention they lied about my income to the banks. And then it was missing the hitch cover they said it had a scratch come to find out from a body shop it was in a wreck there's a ripple in the bumperDesired Settlement: I am out of the state for the next 6 months I want them to send my dash piece they scratched cancel all the extended warranties and [redacted] insurance I want them to pay the $2100 in plates since they filed in the wrong state. This turned into being a nightmare and a professional business shouldn't lie.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted] concerns. If Mr. [redacted] would like to cancel his extended service contracts and [redacted] insurance, we will be happy to assist him. He needs to stop into the dealership at his convenience, and we will take care of the paperwork for the cancellation.License plates are applied for at the request of the customer. The dealership does not determine residency, we base our information provided by our customers. The same policy is followed concerning income. Our customers fill out forms that provide income, and this is what we provide to lending institutions, so they may consider financing.If there are any further repairs necessary to Mr. [redacted] vehicle, we are happy to assist. We invite him to stop into our service department, and we can handle any repairs he feels are necessary.Again, thank you for allowing us the opportunity to help Mr. [redacted]. We hope to see him soon in the dealership, to help with any repairs, or information he may need.Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

Consumer

Response:

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.The point is the dealer failed to provide the state of Texas my title and paper work and sent it to ARIZONA KNOWING I WAS TITLING IT IN TEXAS. I had no choice but to pay $2200 to the dmv of Arizona when in fact I would of paid nothing in Texas. I am not in the state of Arizona which it is impossible to cancel the warranty and [redacted] insurance that I was lied about. And lying to the bank about my income they have never addressed. I would like this to stick since this dealer has no intent of doing what they should of done in the first place especially for a customer that spent over $100,000 on 2 cars.Regards,[redacted]

Business

Response:

As previously responded, Income and residency is information provided by the customer. We only use information as it is provided to us. If Mr. [redacted] would like us to send him the cancellation paperwork for his extended service contracts, and insurance, we would be happy to do that. Please provide us with a street address to send the information. We will need an address that we can send information via [redacted]. Signature required. Thank you again for the opportunity to respond to this customer. Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

I have been researching and searching to find a used Nissan NV 3500 SL for the past 6 months...everyday on the internet. Finally...I found one at your dealership. I called your dealership last night, upon speaking to Jim, I was told it was available. I called this morning at 8:15am, spoke to 3 sales guys, negotiated a price, got financed through our credit union and planned on coming in after they washed and detailed the van.
I was told that the car JUST came in and it was still available. I was SOOOO excited! This was going to be MY car. Then, shortly after on my way to the dealership to buy MY car, I received a call saying that one of Mr. [redacted]'s sons came and took the keys from my sales guy stating the car was sold.
Supposedly, a lady came into the dealership at 8am this morning and paid a $1000 deposit and upon her husband approval of the car, she was planning on buying it.
Sounds a bit fishy, but if that's the case, THEN why were the keys made available to other sales guys??? If there is a hold/deposit on a car, take the keys, put a sold sign on it, send our an email/text message to the sales team, and for Pete's sakes tell your internet sales guys b/c the only place that van was advertised was on the internet for only 24 hours the van was on your lot.
In my opinion....this is what you call BAD BUSINESS! I hope that 'friend' of Mr. [redacted]'s son is happy with her van, but this customer and everyone else that will read or hear of my experience won't be doing business with a company that does business this way.
It's not the way to win customers!!! I lost the van, but you guys lost a lot of business. Too bad I'm not friends with the [redacted] family, it could've been MY car! ;-)
Car sales is a dirty business but you'll get a lot more dirty doing business at Henry [redacted]'s!!!

Review: We took our vehicle in for repairs 11/12/14. This was the 3rd attempt given to Henry Brown Service to fix a problem that they supposedly fixed 2 other times. After recieving our vehicle back from service, we noticed the exterior was completely filthy from what looked like oil was spilt on our car and was not cleaned off. Once getting inside of our vehicle we noticed we had a chip in our new windshield that is going to require us to replace it again and the fabric on our pillar right by the drivers door had greasy hand prints all over it. I tried to contact the manage of service and they did not want to hear what I had to say, which left me to attempt to resolve this matter involving a 3rd party.Desired Settlement: I expect the dealership to pay for our windshield to be replaced by an outside company along with having our interior professionally cleaned by an outside company. I do not feel that this service department will provide satisfactory service with my requests which is the reasoning behind requesting and outside service.

Business

Response:

Revdex.comTo whom it may concern,Thank you for the opportunity to respond to Mr. [redacted] concerns. It is our goal to have every customer completely satisfied. We will be happy to detail Mr. [redacted] vehicle, as well as repair any damage we may havecaused to his windshield.Please have Mr. [redacted] contact us with a convenient time for us to pick up the vehicle, and make these repairs.Thank you for your time with this matter. We look forward to making Mr. [redacted] completely satisfied with our service.Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

I am not willing to allow this company to do anymore work on my vehicle. I will have the repairs completes and forward the bill. I do not trust this dealership and am very uncomfortable with them having my vehicle back on their property.

Regards,

Business

Response:

To whom it may concern,We will be happy to send a windshield company to Mr. [redacted] to repair the windshield damage. We will not, however, pay any invoices submitted by Mr. [redacted] for repairs done to his vehicle by a third party he has independently hired.Please have Mr. [redacted]'s contact us at his convenience to have his windshield repair scheduled.Sincerely,[redacted]Executive AssistantHenry Brown Buick GMC

Do not even consider this business.

I made an appoint on Wednesday for a Friday morning meeting with [redacted]. I drove one hour from my home at I-17 and the 101 north Phoenix only to find that Mr. [redacted] had no intention of being in his office today.

When I spoke to the manager, he just said "ok" when I expressed my distrust and disgust in a businessman who blows off appointments, greatly inconveniencing the customer.

No apologies offered.

Never, ever go to Brown's auto sales!

My experience with henry brown and there staff is Buyer beware! If you are in the market to buy a car please I beg you to go to any other dealership than henry b?rown! The salespeople are sleazy they sell you the wrong car and treat people with disabilties and with cancer like they are worthless! How can a dealership stay in business with horrible customer service! The b?rown family need to wake up and review there staff! When you try to get things resolved with them you are better off going to court! Im not a person that would normally write a complaint but in this case I hope anyone that needs a new car walk away from this dealership! Im stuck with a used 2013 xar that I cant even ride in comfort! Thank you henry brown for the lose of 8 hours of my time to buy a car that you didnt fix added on an extended warranty without permission and to the staff yes you joe hines people matter! I pray that no one in your family ever gets cancer and have to buy a car from your dealership! In closing please keep your money and your keys because their sales rep tim russell will lose your personal keys for hours! So if you have an extra 4 hours if your life go to henry brown gmc and get Ripp Off lied too!

Review: I went to your facility probably a little over a month ago and asked service tech [redacted] to examine my tire driver side rear. At the time I advised that tire constantly triggers the low tire pressure indicator and has a leak somewhere. After service techs inspected they advised they completely drained then filled the tire up to 80 psi and could not find a single leak. I advised it is one that occurs over several days. [redacted] recommended I replace the tire as it has likely occurred damage from running on dirt roads? This is a family vehicle and doesn't have a history of going on dirt roads. Nevertheless, once the recommendation was made, I pulled out my road hazard safeguard 4 hr agreement I purchased from Henry Brown when I purchased the tires. The agreement covers the full replacement value of the tire in the event of an irreparable leak.

[redacted] advised because the service tech could not find the leak they cannot confirm it is defective. But he was quick to recommend a new tire when he didn't know I had an extended service contract. Very typical dishonest mechanic flip flop that made me angry especially after the thousands of dollars I have spent at this facility.

As of this week, I have filled this tire an additional 4 times since I left henry brown after my last oil change. It's frustrating driving with my family and suddenly the tire pressure light comes on and I have to scramble for closely gas station and spend the $1.00 to fill the tire.Desired Settlement: If you need to keep the vehicle to verify there is a leak,keep it and loan me a vehicle.

Otherwise, fulfill the terms of the safeguard agreement and repair/replace the tire so I don't have to deal with the slow leak any more..

Business

Response:

Revdex.com

Complaint ID [redacted]

Thank you for the opportunity to respond to [redacted]'s concerns. We are happy to provide a loaner car while we keep the vehicle and identify where the leak is in the tire.

We are sorry we were unable to locate the leak before now.

We will contact the customer to make these arrangements as soon as possible.

Thank you again for the opportunity to fix this tire issue.

Sincerely,

Henry Brown Buick GMC