Complaint Category: Improper or inferior repair
Complaint: I brought our 2003 Buick LeSabre to Anthony Buick on the recommendation of *** **** in Round Lake. The car had failed to start on a Sunday and *** **** was the reasonable choice given the difficulty of finding a mechanic on Sunday.
On Tuesday (03/25/14) the car was towed in to Anthony Buick. I spoke to ***** *********** I explained to him I just wanted to start the car and get it back in service as quickly as possible. The car has 162,000 miles and is worth about $2000. The first call I received from ***** confirmed what *** **** had said and the price of repair was given to me at $775.00 on a rebuilt fuel pump to which I added an oil change.
I believe ***** and I spoke again on Thursday (03/27/14) and in this conversation I was informed that the mechanic could not get the car started and a fuel injector problem had also surfaced. The cost of repair would then be about an additional $445.00. I agreed to the fee as long as my car would be repaired.
By Friday I had called ***** to pick up my car and was told the mechanic was having difficulty with the computer system and the car was not starting. This was a matter of serious concern to us since Pep Boys had the same problem. ***** offered us a loaner for the weekend since we had been without the service of our car for close to a week. We accepted.
I received a call on Monday (03/31/14) informing our auto had been repaired and was ready. My son paid for the service rendered and drove the car home. Once home my son informed me of a hesitation tendency the Buick was experiencing. We agreed he should call the Buick dealership. The following day my son called Anthony Buick Service Dept. and was told to buy a throttle cleaner and use it on the carburetor. My son is not a mechanic and does not understand the workings of a carburetor. The next day would prove to me that our car had only been started and not test-driven. This is a standard procedure of quality control for safety reasons.
When my son used the car on the expressway he experienced serious hesitation problems while driving and attempting to switch lanes. The car almost shut-off on him on several occasions but he managed to exit the expressway and arrive at his destination safely.
Before we could call Anthony Buick Service Dept. I received a call from a polite and personable individual from Anthony Buick' Sales, offering us the market value of our 03'Buick/Lesabre plus an additional $1000, if we would trade our car in. I politely declined, and wondered why Anthony Buick would have the Sales dept. call after my car had been repaired instead of the follow-up call by their service dept.
When this young lady from the sales dept. called me again I explained to her the situation we had experienced after the auto had been allegedly repaired and released to us. She informed me she would relay my message. I then received a call from a man from the service dept. on my cell phone identifying himself as the service manager. During the course of our conversation I discovered that our car had not been road tested. Once again, Anthony Buick made an offer to repair the vehicle, which I now declined. After this call Mr. ****** and another individual called during my work hours leaving messages on my voice mail.
Due to the lack of quality control (road test) for our vehicle we chose not to return our car to your service. Because of the incident previously mentioned our son could have been seriously injured on the expressway. We have resolved our transportation problem. However, we are disputing the amount charged to us by ******* Buick for their attempts to service our vehicle.
We are reasonable people and understand that occasionally bad service happens. Nevertheless, we will not pay for faulty workmanship. We have informed American Express to withhold payment for aforementioned reasons. We are willing to resolve this situation in an appropriate manner at a reasonable cost.
Initial Business Response
Contact Name and Title: ** ***** Service Director
Contact Phone: XXX-XXX-XXXX
Contact Email: ****@anthonyautogroup.com
We did make repairs on this customer's vehicle. It was dropped off here on March 25th and did not start. The customer explained that he knew the vehicle had other issues, but he just wanted it to start and run. He even declined a free multi-point inspection.
The diagnosis of this vehicle was complex. We called the GM Technical Assistance Center to help us figure it out. It did involve multiple repairs. We contacted the customer, advised them of the repairs, gave him estimates and secured approval from the customer before making any repairs.
Contrary the to the customer's letter, the vehicle was test driven 4 miles, although not on the expressway. When the vehicle left here, it started and ran. That is what the customer asked us to do as stated in his letter.
We did hear, from the sales department, that the customer was unhappy with the repair. The service director and the dealership vice-president both called the customer and left voicemails offering to readdress any issues. Our consultant ***** made a similar offer during his conversation with the customer. No phone calls were returned by the customer. The vehicle was not returned to us. We only got a letter stating the vehicle was worse than when they left it with us.
In summary, we repaired what the customer asked us to repair. Even though the diagnosis was complex and the technician had over 9 hrs clocked on the vehicle, the customer was only charged for 4 hrs of repairs. We supplied the customer a rental car for 3 days, which we paid for. We applied a 15% discount to the parts and labor. When we found out that the customer was unhappy, we attempted to contact them, find out what the issue was, and see if we could correct it.
Our work is guaranteed for 1yr/12,000 miles and one of the parts purchased has a lifetime warranty. We stand behind our work and the products we sell. We would gladly replace any warranted part or resolve any poor workmanship issues but we have not been afforded that opportunity.
We do not feel this case warrants any discount or compensation other than what we originally offered the customer at the time of repair and we consider this case closed.
Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is cramed with formality and lacks the authenticity of sincerity. The truth is this dealership lost my confidence when the following events took place.
Sorry, in lieu of what I have experienced, this is not the way to gain the confidence of your customers. We choose not to return for the reasons mentioned. The fixing of the car is a moot issue now. The real issue is the manner in which this dealership is now attempting to present itself with responsible language. The actions performed does not match the front now being presented. Again, we are reasonable people, but we will not be taken advantage of. I will make an offer of $700.00 to simply close this case and move on.
Thank you so much,
Final Business Response
Anthony Buick GMC's position on this case has not changed. We consider this case closed.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
It is very disconcerting the lack of concern in the statement expressed by the person representing Anthony Buick in their response. "We consider this case closed," is a unilateral statement in which unfair business practices are oftentimes masked.
We are holding payment to Anthony Buick on our American Express account. We will continue to insist on withholding of payment until a reasonable settlement is made. I am open to meeting with a representative of Anthony Buick or GM representative to bring this to a fair conclusion.
In fairness to Anthony Buick I don't feel disregard of customer complaints on the quality of their repairs is their official company policy - I feel this is the response of an errant representative. This organization is licensed to do business in this state and is subject to the fair business practices of the State of Illinois.
We hope to bring this matter to a satisfactory conclusion by direct meeting or through the Better Business Burea.
Thank you for your reasonable attention to this matter. We await your response.
Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.