ComplaintsforThorson GMC Truck Buick Motor Company

• Initial Complaint

  08/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May ********* have to say that the team at ************ Thorson have treated me with gross cruelty, unkindness and unprofessionalism. Ive been to the dealership before and was treated OK the first time. I was serviced by *******. Thereafter, I got serviced by KC. This man doesnt understand maintenance warranties and acts as if they dont exist. My frustration got so high with this man. He is annoying with his ignorance. Coupled with ***** who came after us like a street gangster. It was a low life experience. I have been kind and courteous to each and every person. However, Im treated with full blown discrimination as if a latina woman cant own a GMC **** AT4. Give me a break! What other reasons would you ever treat customers the way you do?You guys had me in tears with how absolutely insane, cruel and ill willed you treated me and my husband. Your office culture is so toxic it bleeds out to your customer service and clients.Im not done exercising my rights for the right customer treatment. And I paid for this! Im a GMC patron. What on earth has your staff so riled up that you cant possibly compose yourself in a professional manner?I was treated like sh** and felt the affects of your treatment for days. My blood pressure and heart issues exacerbated with the ugly hearts I encountered.

  Business response

  08/01/2023

  This customer bought a Fidelity maintenance plan from the dealer they purchased the vehicle from.  Fidelity has pre-negotiated pricing with the dealer they purchased the vehicle from.  This is commonplace in the auto industry.  The first time the customer came, we worked out payment with Fidelity and wrote off the loss.  When the customer came back, we kindly informed the customer that the Fidelity policy they purchased from the other dealer was pre-negotiated with that dealer, we made an exception last time but this time the maintenance would need to be done at the dealer they purchased the policy from.  We tried to explain to the customer that the policy is an aftermarket policy.  The dealer makes money on the maintenance agreement up front and takes small losses every time the customer uses the policy.  Since we didn't make the profit up front, we can't afford to take the losses.

  At that time, the customer became very agitated and was very unprofessional with KC.  KC, as per our store policy, got ***** our Service Director involved who has a fantastic reputation for customer service and tried to explain to the customer how the program works.  ***** was then talked down to, cursed at, and yelled at.  As per our store policy, we welcomed the customer to take their vehicle elsewhere.  The customer has reached out to me with the same copy and paste response she sent to the BBB to which I didn't respond as I've decided I've heard enough of this situation.  After no response the customer sent me an email calling me and my team a show of cowards.

  We tried to be kind and assist this customer.  Her being of of Latin decent has nothing to do with anything here.  We have thousands of female Latina customers and treat everyone with the same respect.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BACK IN OCTOBER OF 2022 THE ***** ON MY 2018 CADILLAC XT5, WAS OVER. I WENT TO THORSON TO PURCHASE THE VEHICLE. JUST TWO WEEKS AGO I FINALLY RECEIVED THE REGISTRATION FOR THE VEHICLE. THEN LAST THURSDAY 1/12/23, I RECEIVED THE REGISTRATION RENEWAL FOR A TOTAL OF $367.00! THIS SHOULD HAVE BEEN TAKEN CARE UPON MY PURCHASING THE VEHICLE! WHY SHOULD I GET STUCK WITH THE RENEWAL 6 MONTHS LATER? THEN ON FRIDAY 1/13/23, I RECEIVED A CHECK FROM THORSON FOR $31.00, DOLLARS, WHICH STATES "FOR DMV REFUND"! THAT IS HARDLY ENOUGH TO COVER THE $367.00, BILL THAT I AM STUCK WITH!I EXPECT THEM TO PAY ME A CHECK IN THE AMOUNT OF $367.00, BEFORE THE DUE DATE OF 03/22/23!

  Business response

  03/07/2023

  It is my understanding that when the customer bought out his lease the tags were still current and not available to renew at the time of the transaction. The customer is not out anything as he would have had to renew eventually. We only charged the transfer fee of $15.00 and again could not have renewed for the full amount at the time we did the transaction.

  Customer response

  03/15/2023

   
  Complaint: 19317001
  
  I am rejecting this response because: Anytime a car is purchased the registration is renewed! Why did they send me a check for only $30.00, that I have not cashed! I expect this to be dealt with in the proper way by them sending me a check to cover my registration renewal!
  
  Sincerely,
  
  ***************************

  Business response

  03/29/2023

  If *************** looks at his contract we only collected $15.00 for license fees, we are not going to refund monies to him we didn't collect. Again at the time we did the paperwork having him buy his lease, DMV was not due yet so we did not collect monies for the full renewal.  

  Customer response

  04/14/2023

   
  Complaint: 19317001
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

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