Henry Brown Buick GMC

Review: I was sold an extended warranty. I was told it included everything bumper to bumper. I asked does it include everything and was assured this warranty covered all repairs bumper to bumper for 100,000 miles. At 63,000 miles the exhaust system failed. Today I was told the warranty does not cover exhaust systems. Again when I bought the warranty I was assured it would cover every part on the vehicle except regular maintenance. They lied to me and cheated me.Desired Settlement: Henry Brown should pay for the repair of my exhaust system.

Business

Response:

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]###-###-####

Consumer

Response:

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]

Business

Response:

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]

I took my 2011 Sierra to Henry Brown GMC in Gilbert, AZ for a what should of been a simple oil change, tire rotation, and alignment for an upcoming road trip. The alignment was slightly pulling to the right, so because of the long trip ahead I thought a simple adjustment would be needed. I had a 10 o’clock appointment set with [redacted]. I had no problem waiting close to three hours for the work to be completed. This is where the lies and deceit start.

My original service writer [redacted] was at lunch so [redacted]. comes and tells me that my truck is done. I pay the invoice and as he walks me out to my truck I ask him about the alignment and he tells me nothing is wrong with the alignment and the mechanic says when I get the tires rotated again the truck will pull to the right again because one tire has a radial pull. I ask him “why are you letting me go and not taking care of the problem”?. We go back inside and I ask him to get me the alignment printout spec sheet. He comes back with a b.s. excuse why he can’t get it. Can’t recall exactly what he said, but it was something stupid!

At this time [redacted] comes back from lunch and takes over saying I need a new tire and it would be prorated since the truck only had 16,295 miles. I ask him to get me the alignment printout since [redacted] couldn’t get it and tells me sure I can get it because the information is saved incase a customer comes back saying the alignment is still off and they could prove that it’s GM specs. Sounds about right to me. He comes back and says he can’t get it because the mechanic had another vehicle on the machine and once that happens it erases all previous data. WOW… just after telling me what he did, the machine now magically erases the previous information. Wanting to get this over with, I pay the over inflated prorated price for the tire that came out to be $81 and some change. (Same tire at Discount Tire cost $106 and on Henry Browns website says $172.69). But I was required to pay 41% of $200 and change.

As I drive home I notice it still pulls to the right and as I pull into my community the tire warning system light comes on. I call [redacted] and leave a message. I get a call from some mobile tech saying he will come over and take care of it. I say fine but then call him back and tell him not to cause I’m going back to the dealer.

I get back to the dealer and ask for the service manager and get [redacted]. I tell him everything that has happened and ask him to get the alignment printout. He says he could but it won’t have my vehicle information on it and then comes back saying he can’t cause it’s erased. Another liar like the rest of them…great! I tell him these machines don’t erase the info and ask why wouldn’t the mechanic enter the vehicle info? How are you going to know what info belongs to which vehicle? He tells me that he instructs the mechanics to not enter the information. How ignorant is that?

He asks me to leave the truck and he will have it taken care of by tomorrow. The next day I go back at noon, I had not received a call yet and the service center opened at 7:00AM they have now replaced another tire and refunded me for the first tire and put 40 miles worth of test drives on my truck. [redacted] and I take it for a test drive and now it slightly favors the left side and now has an additional problem. He says that they had to adjust it out of GM specs to get it like that. This is all happening from something that should have been a simple alignment adjustment if they would of just done the alignment from the start, which I believe they didn’t do. [redacted] did give me a printout today with the wrong vehicle information at the top, a Chevy Silverado with a different wheelbase. He said he’d contact GM with the spec info and see what they could do.

My wife contacted GM the first day this happened and was told they would find out what’s going on and contact us back the following day… It’s been 4 days now and not a peep from GM or [redacted] from Henry Brown GMC.

GM AND HENRY BROWN GMC have no morals or integrity, just a BAD LYING COMPANY WITH BAD LYING EMPLOYEES (maybe not all, but enough of them).

Due to this experience, I now do not own and will never own a GM vehicle again. I will make this a family tradition

Review: I purchased a vehicle from Henry Brown in November of 2015. During that process I traded in my vehicle and put down $13,500 and signed a contract. After that I drove the vehicle away under the assumption that everything was completed. I was notified by my previous car lender stating that my previous vehicle was not paid off and was reported to the credit bureau as 30 and 60 days late. I also found that my loan had never been originated. I followed up and they said they had lost the paperwork, didn't pay my vehicle off, but did cash the check for $13,500. They then said they would take care of it. It is now almost February 2016 and my previous vehicle has been paid off but they have yet to originate a loan. My initial temporary registration will expire soon and I have no way of getting a license plate in [redacted]or my vehicle. My credit score went from the mid 600's to below 550 and I can no longer attempt to buy a home due to my credit score dropping so much. I still don't know how to make my payment either. My wife has in turn had high blood pressure issues while being pregnant during this time causing health concerns for her. Almost 90 days later I still have no resolution.Desired Settlement: I want them to repair my credit score that they have damaged. I also feel they should compensate me for my troubles in some financial way. I am seeking an attorney and will be seeking a law suit against this company. In my opinion we have a strong case against them as they are practicing unlawful business practices.

Business

Response:

Revdex.com 4428 N. 12th 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

Review: On May 19, 2014 I took my 2008 Impala in to have Onstar installed. I was told that it would work and function just like a factory install by [redacted]. After arriving at the dealership I was greated by [redacted] who informed me that [redacted] was let go earlier that day from the company. He assured me that the install would still be the same along with the price of $250 plus tax. My car was left over night a loaner was given to me. I pick up my car tuesday afternoon and did not realize that the onstar had an issues. I was told by Onstar that they charge and there is no free 3 month trial as they do with one thats factory installed service was then paid for upon paying for service Onstar informed me that their is an issues with the mirror as it was showing the warning sign and the red light. Took my car back to HB and it was left with them as they needed to find out the issues. The back up battery was not connected all the way. I then get told to pick up my car it was ready after two days once I get my keys in my hand started my car the Onstar mirror was not turning on was not working I turned the car on and off a few times went back in to get [redacted] and it still did not go on. Already frustrated [redacted] put me back into a loaner and my car was kepted for 5+ days. I was then told that [redacted] has offered to pay 1 year of onstar or 2 years of oil change and tire rotations for my troubles. When speaking with [redacted] about what was done to my car he informed me that nothing was done they only had techs recheck the unit to see if it worked properly. Onstar was not installed the way I had been told by [redacted] and stressted to [redacted] that my main concern is that I want it to be able to do vehicle diagnostics he assured me that it can but only when a error code or check engin light has appeard. After being told that nothing was really done to my car I was mad and had asked [redacted] to remove the onstar from my car I no longer want it. He told me that he needed to speak with [redacted] while waiting to hear from him days go by Onstar contacted my by phone on June 9, 2014 the tech and I went over a few things as she was trying to locate the car but she was unable to connect to the car she then contacted the wireless carrier to refresh the network part and to ask if there was any issues in the network they replied to her no issues in the network and settings were refreshed. On June 10, 2014 at 8:25am I then placed a call to [redacted] and explained to her how I felt about the lack of communication I also explained to her that I wanted to have the unit removed. I called into HB after market and spoke with [redacted] he explained to me that he has not been involved with my issue but he thinks [redacted] was sending a mobile tech out on Monday June 16, 2014 and a check would be made up for the refund but he was not to sure. On Monday June 16, at 4:46pm I called to [redacted] After Market and spoke with [redacted] he informed that he was waiting on a call back from his mobile guy and would call me on Tuesday June 17, 2014 to inform me of a time and then he also informed me that [redacted] has refused to refund my money that I paid to have the onstar unit installed. She said that I bought the unit its mine even though im having issues with it they will still remove the mirror and install my old mirror but im going to be stuck with an onstar mirror that does not work and has never worked since day one so I just bought a mirror for $269.00 and cant do anything about it.Desired Settlement: I just want my money back that I have paid to install this unit do not want it.

Business

Response:

To whom it may concern,

Thank you for the opportunity to respond to this customers concerns. We have refunded Mr. Martinez's full amount of his purchase. He received his check, and returned the parts for his vehicle to the dealership on July 7th, 2014.

We regret the Onstar mirror did not work for Mr. Martinez. We hope in the future he will once again consider Henry Brown Buick GMC for his vehicle needs.

Sincerely,

Vicki Willis

Executive Assistant

Henry Brown Buick GMC.

Review: I traded in my truck day after thanksgiving, 2015. Plus 2,500.00 down.

Couple weeks later I get a call saying to bring truck back. Once I got there they said they can get me into a smaller truck with 10,000.00 down. I said no, all I can do is 5,000.00 down. Miraculous that was a magic number. So I put another 2784.00 well a month goes by, phone call bring it back. Once I get there my grade in was not there, it had been driven around since the day I traded it in. Finance company has a gps in it and I contacted them. They day I took the truck back she looked it up for me and it was at some guys house. Anyways Henry brown lost my tags and I didn't take it. They would even give me a ride home. My wife just recently tore here Achilles' tendon so I had to take taxi. They paid off trade, and refuse to finance it the way it was and refuse to give me my down payment back. Said there out several thousands of dollars. Guess it's ok for the poor to be out everything??Desired Settlement: All I'm asking is my down payment back. Since I have no new truck I should receive it back.

Business

Response:

Revdex.com 4428 N. 12th Street Phoenix, AZ 85014 Attn: Conciliation & Engagement Specialists RE: [redacted] To whom it may concern, At this time, Mr. [redacted] has purchased a vehicle, and is satisfied with his purchase. There is no outstanding money owed to Mr. [redacted]. It is our goal to make every customer completely satisfied. Mr. [redacted] has indicated he is extremely happy with our service. If you need any further information, please do not hesitate to contact me. Sincerely, Vicki W[redacted] Executive Assistant Henry Brown Buick GMC

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Ps. I emailed Revdex.com, they did come thru on flying colors. Their customer service turned out to be great! And has made me a loyal customer!

Do not go to this dealership unless you want to pay inflated prices and be lied to about what is wrong with your car. In the beginning I went to Henry Brown Buick GMC to get my air conditioning fixed for the summer (this was in May), and get my oil change and typical vehicle inspection. They ordered a new part for my air, turns out it was one of the hoses, and charged me $350 with the oil change and such. I also had them check out the shaking during idling my car was experiencing. They told me it was the motor mounts, and that all four would need to be replaced at $1000. When I asked my advisor, Mike, how soon I would need them to be replaced, he replied to start saving now. Fast forward to about a month later when my air conditioning stopped working. I promptly took it back in (they were very accommodating and got me in the next day), and they told me it was the other hose that had broken this time. I was even taken back into the shop and shown the hose leaking (although there was no way for me to know if it was the new hose or the old hose). So, I sucked it up and paid another $325 to get it fixed. When my car was in this time, they cut off the dust/splash shield without my permission.

At this point I thought my car was getting too old, and I wasn't looking forward to shelling out $1,000 for what I thought were necessary motor mounts. Less than a month later (early July) took my car to an independent mechanic to have it thoroughly checked over. He told me my motor mounts were good for 2 more years. Also, he informed me both of my back brakes were in the danger level. THIS IS SOMETHING LIFE THREATENING THAT HENRY BROWN SHOULD HAVE CAUGHT! Once again, take your business somewhere else.