Newby Buick GMC, Inc.

When you gave the go ahead to repair the truck, you voiced your concern to only repair what was absolutely needed, as you wanted to keep expenses lowOn 12/you received a call to replace vital parts to repair the truckOn 12/after we had driven your truck just under miles we contacted you
to come and pick up your truckWhen you explained your situation to Doug, he specifically asked you if the truck was making any abnoises and you replied “no”Doug then told you to drive the vehicle back to Newby’sUpon your arrival, with your approval we disassembled the engine and found nothing that we repaired had failedWe agreed to let you come back and see what we had been looking atNothing that we had repaired was destroyed or showed signs of abwear The technician only stated his opinion under the story that you had told him at that timeYou did not tell him that at the time of the phone call the engine was not making any abnoiseUnder our initial diagnosis, the Turbo was checked as per GM procedures, and passed the testThe technician would then have no reason to assume the turbo had any problem, as it passed this simple testAlso two points worth mentioning in this caseYou stated that you were trying to keep the repair costs low and if we would have replaced your turbo under pure speculation that it was damaged or broken You would have been able to obtain that turbo and document and claimed that we repaired something that absolutely did not need to be repairedBoth professional opinions of the mechanics come under statements by the customerIt is also not known whether or not said engine is actually in need of replacementThe lower end, which we did not repair or touch, has not been inspected to my knowledgeAssuming that metal had entered the bottom of the engine we were not willing to guarantee any more repairs because small shards could still remain in engine after reassemblyThat is why we recommended total replacement But that does not mean it is not possibleThis engine may simply need the lower filter to be replaced, everything in the path of the metal shards replaced, hoses, etcand the engine cleaned, the turbo replaced and reassembled to runIt is in my opinion the responsibility of owner to fix the truck at this pointThe original offer still stands $plus trade in value towards a new truck or an new engine, turbo and all other equipment needed to repair the truck at employee cost

Thank You for making us aware of this issuewe take our customers needs very seriously here at Newby Buick GMC, and our reputation is the most important thing to us We were aware of this particular complaint and in an effort too be proactive we have already refunded the customer the
and apologized for any inconvenienceWe have communicated with our customer and we believe that the issue is resolvedThank you again for assisting in resolving the issueSincerely,MILT * W*** GENERAL SALES MANAGER NEWBY BUICK GMC ***

As was stated prior, Newby Buick GMC has spent significant hours and money that was not billed to the customer to address multiple issues with the customer’s vehicle. It is not correct to assume that the same problem caused the vehicle to stall every time. The initial repair fixed the problem at that time for approximately months. If the repair was incorrect the vehicle could not have been driven for this amount of time.Since the customer does not want Newby Buick GMC to look at the vehicle further, we will have no ability to determine the current cause for the vehicle stalling

I called within two weeks of the original service. Not three months. I brought it back within a week of that (I was told to bring it in when the light came on again)and was told they couldn't find anything wrong with it. Michael had been the person I was talking to and the other service people didn't know anything about it when I returned. They kept telling me to come back when the stability light was on. It was NOT three months.
Also, it doesn't matter if the truck is a 2007 or has 157,000 miles on it. Do you honor your work? Most dealerships give 12,000 mile warranty on any labor. You DID NOT. The person (Bill) I talked to when I was in your loaner truck told me to bring it back and he would take care of it. Then, five minutes later, I was told he had called the woman service manager and was told it is what it is. There was no apology, no offering to fix at a discounted price, nothing. I wonder if the Revdex.com will agree with you on your' "well it's a 2007 with 157,000 miles on it". I might run an ad that states Newby won't fix anything with more than 100,000 miles on it so choose another dealership or garage. That is what you are arguing. And I have your words now.
[redacted]

Vehicle is a 1995 Buick with 94,000 miles, had multiple concerns. Not the same codes every time the vehicle came in to the dealership. January 31st car was towed in, with complaint that the car would not stay running. After inspection found fuel pressure to be good, but vehicle has no spark and...

crank signal. Advised customer to replace crank shaft sensor, vehicle also had a dead battery at this time. Performed replacement, the car then ran fine during the test drive. Test drove, verified repair and returned to customer. Car ran fine for two months.  Customer then called and stated the car died again. Customer brought back two months later on 3-14, upon inspection found crank sensor error. Replaced crank sensor under warranty (no charge to customer). Diag running fine on test drives. Check engine light came back on with new code for ECM failure. Customer agreed to replace ECM and bad connector.  Left on 3-18 running fine.  On 3-21 Newby Buick had the  vehicle towed in at our expense, no charge to the customer.  Found new problem of  ignition code module sending bad information to sensor again then replaced at Newby’s expense ($788.55). Drove vehicle for the week with no errors. Engine light does come on for code of AC compressor, customer refuses to repair not related to any previous repairs that have been preformed. Vehicle towed back in 4-14 at Newby’s expense.  Found new code for cam shaft position error, also found wires pinched and broken. Repaired and replaced connectors, cam sensors and wires and Newby’s expense. Also repaired an oil leak at Newby’s expense ($598.51) for customer’s satisfaction.   Test drove daily for 30 days with engine light periodically coming on with AC compressor failure. No codes the cam and crank sensors at this time. Tell us why here...

Your truck had two failures that needed to be repaired. I realize the code is the same [redacted], however the second repair also had secondary codes that pointed to an ECM failure. The initial repair did not have these secondary codes. Both the ECM and the timing chain are within the same system. That...

is why you had the same primary code for both repairs. Most likely one wore out the other. It just took a bit longer for the ECM to fail. The two repair orders are 8000 miles and three months apart. ( See attached) In the above story you write that the one repair and the second diagnosis are within three weeks.   It is also worth noting that the vehicle is a 2007 with 154011 miles on it. Thank you, Brad N[redacted] Newby Buick GMC

Complaint: [redacted]
I am rejecting this response because:  The real issue here is that Newby Buick miss diagnosed the problem with our car several times and it is still exhibiting the same problem as when we first brought it to them on 1/31/2017.  Each time they worked on the car they assured us it was fixed.  Instead, it's sitting on our property  because it's too dangerous to drive. The fact that Newby spent money on repairs, in addition to what we paid them was at their option.  All I asked for was that the car be repaired for the original issue or to refund the money I gave them to have it repaired. They don't mention the "down time" we had to incur, nor the additional 40-mile trips we had to make to the dealer.  They also didn't mention why they did not offer us a "loaner" during the "down time" for our vehicle.  Also, we bought a new battery.  The air conditioner works just fine. All the repair work reviews on Yelp for Newby show a total disregard for customer service.  At this point I would agree to take this to arbitration unless Newby refunds the money I paid them to fix the original problem with our vehicle. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]