Hoehn Buick GMC Cadillac

Mr [redacted] , We received your complaint through the Revdex.com ( id# [redacted] ) We are very sorry that your Saturn Outlook is having issues On September 6th, you brought your vehicle to us with a complaint of a power steering concern and your engine idle being rough, after it is warmed up The technician inspected your vehicle and determined that the throttle body had excessive carbon built up which could definitely cause a rough idle concern There was no way to determine that the interior of your engine was dirty or needed attention As you stated, you drove off and the vehicle operating ok Your service advisor [redacted] Lind stated that you did call back with a check engine light concern That light can come on for multiple reasons, so without looking at it, we would have no idea what caused it [redacted] invited you back to pull the codes and you stated that you would drive it more and see if the concern continued At this point, I still do not know what the other shop diagnosed or repaired I am sorry, but we will not be participating in repairing your vehicle at another repair shop, without knowing the exact cause If you have any questions, please feel free to contact me directly at (760)438- Sincerely, [redacted] Service Director Hoehn Buick GMC Cadillac

The customer service at Hoehn Motors GMC is terrible They should be reported to GMC, which I will report They also over price their cars even compared to other dealers in the area I dropped off a brand new GMC Yukon for service due to the rear A/C not working They told me it was the rear A/C pump not switching on due to a faulty rear actuator or switch I took the car in and they ordered the wrong part So I had to wait another day When I picked up the Yukon, the rear A/C still did not work They did not even have someone test it out They could have easily sat in the rear of the Yukon to see if the rear of the car was blowing cold air like the front of the car I tested a new one on the lot and the rear A/C worked fine (When you fill up a flat tire do you not take a quick peak at the tire to see if it is inflated? Of course you do.) Mine was not working or blowing cold air in the rear of the Yukon Then to find out they also disconnected or broke the rear cigarette charger port in the trunk area The rear charger port was working fine before I dropped it off as I had a cooler plugged in that charger port so I knew it worked, and now it does not(I know they opened up the rear passenger inside quarter panel to gain access to the A/C switch which is right where the charing port is located (they told me this is the exact spot they opened up) so I know for a fact they opened up and worked on the exact area where the charing port is located The service desk and service salesperson were terrible at customer serviceThe service scheduling person flat out lied to me He me they would cover 100% of the car rental, they did not I asked to speak to a manager, the service desk told me there were no managers in the office at the time I went to a car salesperson who told me the managers or GM were in a meeting and will be out shortly, Again another lie So when the general manager came out I told him my issues with the car, level of poor service, and he was rude to me, he told me he can take the car back to the shop and diagnose the problem again in mins Again another lieWhen I asked him again to make certain I would be out in min., he said no it will take minto have the car back to me with the problem identified When I asked to speak to the service manager to discuss the issue, he told me the service manager will be there in mins I waited min Still no show Plus when I picked up the car my phone charing cable was missing I even offered to cut a check of $5,to flip me into a new Yukon (which mine was days old) just to avoid the headache since all I have is my time He declined and was rude to me about my offer Tustin GMC, where I leased the car are great, but Hoehn GMC service is horrendous I will never buy or service any car owned by Hoehn, ever Poor customer service, they lie, I had a theft issue, and down right rude to the customer Not even Honda or Toyota has this poor level of service They should be fined and pay for my time Tustin GMC told me they will compensate me for all the troublesHoehn offered nothing but lies, rude service, do not care about the level of service, and have theft issues Beware of Hoehn Motors unless you don't care about the level of service you obtain

Ms*** was actually provided a $10,savings/discount on the purchase of her vehicle as advertised by the manufactures December Select Model 25% off program (see attached program) The MSPR of the vehicle purchased was $40,(see attached invoice) The Cash Sales Price was $38,=
Savings from MSRP of $1,Plus the manufactures rebate of $8,applied toward purchase price Equals a total savings of $10,which is slightly over a 25% Savings OFF MSRP as advertised I am not sure why she feels the savings are different, as we followed the manufactures advertised program The vehicle was a dealer trade from Cathedral City, the customer was aware of the location of the vehicle at the time of negotiationThe miles were estimated based on what the dealer told usHaving miles does not make the vehicle a used car Ms*** has filed a similar complaint with *** *** that we have addressed and resolved As such, we have offered to touch up the paint chip and provide a detail & full tank of gas when communicating with *** *** On the difference of the estimated miles at the standard lease company charges cents per mile, I would credit her the $if that would make her happy We have attempted to resolve this and we simply need to have her contact the sales manager *** *** at the dealership, he worked directly with *** *** and they were never able to get her on a conference call to resolvePlease feel free to contact *** *** with any additional questions Thank you,

Mr***:
First off, I am sorry I didn't respond sooner. The email from the Revdex.com went to my junk folder. Last night as I was cleaning out emails, I saw this in the file.
I have read your complaint and would like for you to please contact me at ###-###-#### to
discuss this matter in greater detail. It was my original understanding you were fully aware of the condition of this vehicle at the time of purchase. It has come to my attention that this was not the case. You mentioned that you paid ***. You paid just under *** wholesale for this vehicle not retail. We asked for you to return the vehicle for two reasons, one under the assumption that you were aware at the time of purchase and you purchased the vehicle in an "AS IS" state. You chose not to return the vehicle and get all your money back.
Our dealership is more than willing to have the items and components required by law installed at our dealership. We are not willing to write a check to you to have this completed. As I indicated above, please contact me at your earliest convenience to discuss the details of completing this repair.
I look forward to hearing from you soon
Regards,
*** ***, General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I have tried calling Carlsbad Buick and never received a call back so the free oil change and detail is news to meThe mileage from Cathedral City to Carlsbad is miles according to Google maps so the discrepancy is actually milesI don't know where they got miles. I will be calling Buick again todayProvide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
Regards,
*** ***

Please contact the customer regarding this We have discussed the entire situation and came to an understanding and resolution on Monday - [redacted] stated that she will follow up once she receives the items agreed toThank you[redacted] Manager

Mr. [redacted],
     ...

We received your complaint through the Revdex.com ( id# [redacted]).  We are very sorry that your 2008 Saturn Outlook is having issues.  On September 6th, 2016 you brought your vehicle to us with a complaint of a power steering concern and your engine idle being rough, after it is warmed up.   The technician inspected your vehicle and determined that the throttle body had excessive carbon built up which could definitely cause a rough idle concern.  There was no way to determine that the interior of your engine was dirty or needed attention.  As you stated, you drove off and the vehicle operating ok.  Your service advisor [redacted] Lind stated that you did call back with a check engine light concern.  That light can come on for multiple reasons, so without looking at it, we would have no idea what caused it.  [redacted] invited you back to pull the codes and you stated that you would drive it more and see if the concern continued.  At this point, I still do not know what the other shop diagnosed or repaired.   I am sorry, but we will not be participating in repairing your vehicle at another repair shop, without knowing the exact cause.  If you have any questions, please feel free to contact me directly at (760)438-5311
 
Sincerely,
 
[redacted]
Service Director
Hoehn Buick GMC Cadillac

Mr. [redacted],       We received your complaint through the Revdex.com ( id# [redacted]).  We are very sorry that your 2008 Saturn Outlook is having issues.  On September 6th, 2016 you brought your vehicle to us with a complaint of a power steering concern and your engine...

idle being rough, after it is warmed up.   The technician inspected your vehicle and determined that the throttle body had excessive carbon built up which could definitely cause a rough idle concern.  There was no way to determine that the interior of your engine was dirty or needed attention.  As you stated, you drove off and the vehicle operating ok.  Your service advisor [redacted] Lind stated that you did call back with a check engine light concern.  That light can come on for multiple reasons, so without looking at it, we would have no idea what caused it.  [redacted] invited you back to pull the codes and you stated that you would drive it more and see if the concern continued.  At this point, I still do not know what the other shop diagnosed or repaired.   I am sorry, but we will not be participating in repairing your vehicle at another repair shop, without knowing the exact cause.  If you have any questions, please feel free to contact me directly at (760)438-5311   Sincerely,   [redacted] Service Director Hoehn Buick GMC Cadillac

It Took from 10:30 to 4 pm to do a Simple Oil/Filter and Battery Ck on the gmc envoy but . [redacted], the Tech,Told us it would take 2 1/2 Hours . Info shows the Battery Ck. Was completed at 11:30 am, yet never heard from The Tech until 3 pm as we arrived at the Dealership .then He stated it takes three to four hours for a battery Test, but the Manager ( [redacted]) said it sometimes takes 1 1/2 -2 hours ?? Their Stories don't jive!!
Then had to wait another hour to get the Battery put in.? Getting the car at 4 pm!!
Had a 2 1/2 year old baby in tow, making this very difficult.
Unacceptable Service Again! , but assured when there was bad service , one year earlier, this would not happen again & , here it did???
Very Poor Service, !
Mr [redacted] 2006 Gmc Envoy

It Took from 10:30 to 4 pm to do a Simple Oil/Filter and Battery Ck on the gmc envoy but . [redacted], the Tech,Told us it would take 2 1/2 Hours . Info shows the Battery Ck. Was completed at 11:30 am, yet never heard from The Tech until 3 pm as we arrived at the Dealership .then He stated it takes three to four hours for a battery Test, but the Manager ( [redacted]) said it sometimes takes 1 1/2 -2 hours ?? Their Stories don't jive!!

Then had to wait another hour to get the Battery put in.? Getting the car at 4 pm!!

Had a 2 1/2 year old baby in tow, making this very difficult.

Unacceptable Service Again! , but assured when there was bad service , one year earlier, this would not happen again & , here it did???

Very Poor Service, !

Mr [redacted] 2006 Gmc Envoy

Review: Hoehn Cadillac sold me a vehicle missing its catalytic converter and other emmisions equipment bypassed. Once noticed (about three weeks after purchase), I contacted them with an estimate of $3500 to install the missing equipment. I was told that I signed an "as-is" document. And I replied to them yes, but missing emmissions equipment is against state and federal law. The dealer then wanted me to return the car. I decided I wanted to keep the car. All I was asking for was to make the car legal for road use. Once I informed them that I was keeping the car, then sent me a document to sign. Saying that I ackowledge that the car is missing its catalytic converter than that My wife and I will not hold Hoehn responable nor seek any repairs. They are obviously not doing their due diligence when reselling carsDesired Settlement: Best case I would get a check for the $3500 to install the missing emmisions items. I paid almost exactly KBB for this vehicle, and should not have to spend another $3500 to install what should have been there before it was able to be legally sold. I am in the process of sourcing the emisions items already. Thanks

Business

Response:

Mr. [redacted]:

First off, I am sorry I didn't respond sooner. The email from the Revdex.com went to my junk folder. Last night as I was cleaning out emails, I saw this in the file.

I have read your complaint and would like for you to please contact me at ###-###-#### to discuss this matter in greater detail. It was my original understanding you were fully aware of the condition of this vehicle at the time of purchase. It has come to my attention that this was not the case. You mentioned that you paid [redacted]. You paid just under [redacted] wholesale for this vehicle not retail. We asked for you to return the vehicle for two reasons, one under the assumption that you were aware at the time of purchase and you purchased the vehicle in an "AS IS" state. You chose not to return the vehicle and get all your money back.

Our dealership is more than willing to have the items and components required by law installed at our dealership. We are not willing to write a check to you to have this completed. As I indicated above, please contact me at your earliest convenience to discuss the details of completing this repair.

I look forward to hearing from you soon.

Regards,

[redacted], General Manager