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Ron Smith Buick GMC

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Ron Smith Buick GMC Reviews (1)

Initial Business Response /* (1000, 5, 2016/02/11) */
Customer purchased their vehicle on July 13, 2015 and brought the vehicle in for the first service on 12/29/2015 (5 and a half months). The vehicle had 91,014 miles at the time of the first service and was sold with 83,233 (customer drove the...

vehicle 7,781 miles). The vehicle was originally inspected and went through our reconditioning process (pre sale inspection) on 03/31/2015 (9 months prior to the customer's first service visit).
During reconditioning, the vehicle had a service suspension message on the Driver Information Center. During the vehicle inspection, we found a hole in the left rear shock bag and replaced both rear shocks. Since we replaced both shocks and the warning message on the Driver Information Center turned off, the problem to the best of our knowledge was fixed and there was no need to disclose to the customer at the time of sale that the vehicle had a previous suspension issue that we fixed.
According to the customer's request and concerns mentioned to the service advisor at the time of the write up for service on 12/29/2015 the customer did not make any mention of a problem or concern about the rear shocks or suspension system. If the suspension system had a fault or was not operating as designed, there would have been either a message illuminated on the instrument panel (Driver Information Center) i.e. Service Ride Control (or Service Suspension) or a noticeable change in ride would have occurred. This problem/concern (both rear shock boots cut or torn) was discovered during our courtesy inspection of the vehicle and notified the customer of the issue/concern. With this chain of events, we would like to re inspect the car and see if there is another problem that exists that is causing the rear shocks to become cut or torn.
We treat spare tires as a VERY important safety item and inspect them on every vehicle that enters our shop. We also always check the tire pressure on them as well. There was no noted damage to the tire at the time of the initial inspection of the vehicle. This is something that would not have been overlooked, especially if the "slash" in the tire was "easily visible" per the customer's complaint in this matter. It is possible that over the course of the 9 months from the initial inspection to when the customer brought the vehicle in that something could have caused the tire to be "Slashed." Very hard to pin point when that would of happen or how it could have happen. We can not take the full responsibility for this problem, nor can we put full responsibility on the customer.
As far as never receiving a returned phone call from a manager, no manager (sales, service, or general managers) don't recall ever receiving a message to call the customer. The service advisor who helped the customer on their first service visit didn't recall that the customer was upset or requested to have a manager give them a call. We apologize that the customer was not contacted as they expected.
In summary we would like the customer to bring their vehicle back in for another inspection to see why or what is causing their rear shocks to become cut or torn. Once a diagnosis of the problem has been made we would be happy to work out a final resolution with the customer.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. Well, it seems there are three surprises in the response from [redacted] regarding the rear shocks and air bags.
The first is that they knew there was a previous problem and they admit to replacing them previous to selling the vehicle to me.
The second is that they did not tell me of this problem after inspecting the vehicle when I brought it in, saw the air bags and shocks AGAIN were damaged in the same way, and did nothing to troubleshoot and repair the problem immediately. It doesn't take a GM mechanic or service manager to figure out that new air bags/shocks should last more than 7,700 miles.
Third is that I was quoted $1,100 for ME to replace the air bags/shocks, and again, not being told of the previous problem.
So yes, we will bring the vehicle back in for this problem to be solved by [redacted].
The tone of the response, the omission of the replacement of shocks, the reference to miles driven, no apology for anything, and putting the responsibility for the issues on our side is just a poor reflection of the lack of emphasis on customer satisfaction by [redacted].
We will hold any further comment or action until the air bag and shock issue is resolved to our satisfaction, or not.
Final Business Response /* (1000, 11, 2016/03/09) */
We contacted the customer the week of 2/22/2016 to schedule service appointment. Customer brought their vehicle in for service on Monday March 7, 2016. All issues with the vehicle were address and corrected at this time. According to the service advisor, the customer was satisfied with the work performed on their vehicle.
Final Consumer Response /* (2000, 13, 2016/03/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We would like to thank [redacted] for resolving the issues with our Yukon to our satisfaction. We especially wanted to say thank you to [redacted] in the service department for his follow through and good attitude seeing this complaint through to the end. We will come back to [redacted] in the future. Thank you.

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Address: 1900 Auto Center Dr, Merced, California, United States, 95340-5678

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