ComplaintsforGold Star Buick GMC

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After driving home 13 miles the engine light went back on. I was first quoted 250 for diagnostic test and at the end of service I asked for a report of the diagnostic and was told they did not do it. But was quoted for one at first. I was also 1st told it was a water pump delay for finding the part and they needed to find one out of market. Then was told it was not the water pump but a broken hose. Once I started the vehicle I went back in to let the service advisor know the car was still shaking and not starting right. I test drove it for 13 miles and went home as soon as I parked and stoped the engine. I turned it back on and the traction control light went on and check engine light went on. All the while the car was overheating while parked.

  Business response

  04/13/2024

  Good morning. 

  We have spoken to the customer directly and are working on a solution for the customer with General ********************** and trying to come to a resolution 

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/13/2023, I took my vehicle into the service department of Gold Star Buick GMC for a checkup because my vehicle had water being retained by the trunk area of my vehicle which made it not possible to open the trunk since the electric trunk opener does not work due to the water retention. I was quoted at $1,755$++ to resolve this issue and a check engine issue. I refused to do the service because of the high price and just payed the inspection fee of $175$. I got notified that they where just going to put back together the *** for me to take it back home and that it will take a couple hours. When I picked up my vehicle, I realized that the sunroof protector was halfway open and thought it was weird because I NEVER leave it open at all. I didnt really think it was anything serious since I took it back home and was raining the next couple of days. I then tried to use my sunroof 2 days later on a sunny day and to my surprise the sunroof would not open and the protector would not close or open! I then remembered that I had taken the vehicle in earlier that week and realized that maybe when they where inspecting my vehicle they might of forgotten to connect a fuse or something for my sunroof. I then call Gold Star to set up an appointment and gave me an appointment for February 24. I take the vehicle in the day of the appointment, tell the service desk agent (*******************) the issue and then informed me that they had to charge me to re-inspect the vehicle. I then ask to speak to ask to a manager. I spoke to the manager, ***************************, told him the issue. He then was very disrespectful to me, stating that I was lying, and that it was my problem not their problem saying that I didnt want to spend any money on my vehicle to fix the previous issue. I then told him I didnt want to spend money that was obviously very high for something that other places charge 50% or less than what they where charging me. ***** was very rude, and made me feel like I was not appreciated.

  Business response

  03/16/2023

  When ************ initially brought the vehicle in, he indicated there was water intrusion in the tailgate area and would not open, he also had a check engine light concern.  It is our policy and state law to have a customer sign and estimate prior to any repair which ************ was given, our shop rate is $175.00 per concern.  Following GM service information, we gained access to the inner side of the tailgate to manually open it as the electrical had potentially shorted out due to water intrusion.  Immediately we found water in the latch area (bottom by the striker) and manually pushed the sunshade partially back to check for water intrusion through the moonroof panels, noticing signs of water on the top left rear corner of the vehicle.  We removed  a couple of panels and saw where the water was possibly getting in through.  In order for us to repair the vehicle it would be necessary to remove the panels and headliner to see if there are any other leaks that *** need to be addressed.  The customer declined this repair or teardown. We also checked the check engine light which was not related to the water intrusion finding faulty cam actuator solenoid valves, he was given an estimate and declined that repair as well. Rather than charge the customer $350.00 for both concerns, he was only charged $175.00 for both.

  When ************ returned to address the moonroof failure he refused to sign an estimate with ***** the service advisor, indicating that it was related and we "must have moved something", therefore it was our fault and our problem. When I was asked to assist, I again reiterated to ************ that it is a state law and our policy plus the fact that this is a separate concern, his initial concern was the check engine light and the tailgate. He told me that we must have pushed the buttons to open the sunscreen and *** have pushed the wrong button and opened the roof. I told him it was done manually and not very much just to see if there were any signs of water in the track or possibly running back from that area. He told me that I was not listening to him and I needed to get the vehicle inspected at no charge because he believed we caused it here because it wasn't working when he tried to open it.  I explained that this too *** be related to the electrical issues already affecting the tailgate with the water intrusion. He explained to me that as a real estate agent he knows processes and we were responsible.  He also indicated that our pricing was too high and he could do it himself for a lot less.  I told him that he probably should, but we would need to charge him for the inspection but just like the other estimates, he was unwilling to authorize the work.  He then asked to talk to the owner who was on vacation and left saying that he would follow up on this.

  I believe the customer is going off his assumptions as indicated on his complaint, that ***be we moved something like fuses or disconnected something, No electrical work was done or checked because the rear latch was already not opening and can be possible due to water intrusion. This too possibly is causing the motors on the moonroof to not work. At this point no one knows how long they have not worked and was not a customer concern when he brought it in with the water intrusion concern and the inoperative tailgate.  Please contact me should you have any questions or additional information.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my car to goldstar to be repaired . My 2012 Jeep Grand Cherokee had a over heating problem leak and the thermostat light was on. I don't know much about cars, but they told me it was only the radiator. They "fixed the issue but a month later I was having the same issue. I took my car back and they told me it's now the thermostat serpentine belt and my coolant reservoir was leaking. They told me it would take $1200 to fix . I did not trust them because they told me the first time they fixed the problem. I took my car to another mechanic and was told that if you replace the radiator you must replace the entire coolant system also with the the problems that they are now stating does not occur in a month. Now I no longer have my jeep because on the way to get my car repaired by the new mechanic the engine blew. I feel as if goldstar scammed me. I want to pursue a case against them for this.

  Business response

  12/09/2022

  Business Response /* (1000, 8, 2022/10/24) */ DURIUNG INITAL INSPECTION ON 2/2/22 @ 142,769 MILES CONCERN "CUSTOMER STATES OF MIL IS ON AND TEMP LIGHT LOSS OF POWER CHECK AND ADVISE" CAUSE "VERIFIED ONSERN INSPECT VEHICE FIND DTC P0117 COOLANT TEMP. SENSOR LOW FINS NO COOLANT IN SYSTEM REFILL COOLANT SYSTEM AND PERFORMED A COOLANT PRESSURE TEST FIND A LEAK FROM RADIATOR" CORRECTION " REPLACED RADIATOR CLEAR DTC ROAD TEST, VEHICLE OK AT THIS TIME. ASC WARRANTY TO PAY: $1,465.00 CUSTOMER TO PAY: $316.00 AUTH# ********************************************************** REPAIR WARRANTY 12 MONTHS/12K MILES" ----------------------------------------------------------------------------------- VEHICLE THEN RETURNED 05/04/22 @ 148,161 CONCERN :CUSTOMER STATES REPLACED RADIATOR, RADIATOR STILL LEAKING INSPECT AND ADVICE CAUSE: VERIFIED CUSTOMERS CONCERN, CHECKED VEHICLE FOR LEAKS. PRESSURE TEST COOLING SYSTEM DISCOVERED WATER PUMP LEAK AT SHAFT RECOMMEND TERMOSTAT FOR MILES AND SERPENTIBELT IS CRACKED AS WELL CORRECTION:RECOMMEND GASKET, WATER PUMP, SERPENTINE BELT, THERMOSTAT, AND COOLANT REPLACEMENT. CUSTOMER DENIED ALL SERVICES AT THIS TIME --------------------------------------------------------------------------------- VEHICLE WENT OVER 5200 MILES IN A 3 MONTH PERIOD, IF THE CONSUMER HAD A CONCERN WITH THE VEHICLE. I HAVE NO RECORD OF THEM MAKING ANY COMMUNICATION TO OUR DEALERSHIP TO GET THE VEHICLE LOOKED AT A MONTH LATER AS STATED ABOVE. ----------------------------------------------------------------------------------- AT THIS POINT WITH HAVING NO CAUSE OF FAILURE INSPECTION PERFORMED TO DETERMINE "ENGINE FAILURE" GOLD STAR BUICK GMC CAN NOT DETERMINE ANY ASSITANCE OR VERIFY EXTENDED WARRANTY COVERAGE. WE DO NOT HAVE ACCESS TO THE EXTENDED WARRANTY SYSTEM AS WE ARE NOT THE SELLING DEALER. GOLD STAR BUICK GMC WILL NOT AT THIS TIME "PAY OFF" ANY DEBT IN CONNECTION TO THIS CONSUMER.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My friend,*************, and I visited the dealership to trade in a GMC Sierra and purchase a fuel economic vehicle. The deal was $** of negative equity in the truck for a $*** 2018 Camry plus dealership provided warranty. Less than 24 hours, the vehicle has a check engine light. We returned on Veteran's Day to rectify the issue and they don't know when the vehicle can be fixed even though we paid for dealership warranty. We could not leave with the inoperable Camry and we felt forced to take a vehicle from their lot. ****, the sales agent, kept saying he was doing us a favor. They also upsold us a used Honda HR-V for $***** with any incentives and ****, financial manager, asked if my friend spoke good English. We were both born in California and do not have an accent. To add insult to injury, **** asked for $750 to approve the loan because it wasn't approved by the bank. I tried to reach him yesterday and left a call back number to inquire about this practice and he hasn't contacted me. The worst part is that the broken Camry is back on the lot and is listed for sale on their website with zero indication that it has engine problems. They're not advertising the mechanical issues that the vehicle has and forcing people to purchase another from their lot at a higher price with no opportunity to take our money elsewhere. I believe there's unethical business practices being employed by members of the dealership and I would like to reach a resolution. I want the listing to be removed and I want you take back the HR-V so I can make a sound decision at an ethical dealership.

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/12/16) */ Contact Name and Title: ********************************************************************************** ********** came to our dealership and purchased a Toyota Camry in the beginning of November. ********** was not here during the initial transaction, nor is he involved in the subsequent vehicle purchase other then the fact he was here to "advise "***********. When*********** returned with the Camry he stated that the vehicle accelerated by itself. He was initially offered a loaner vehicle and was told that we would diagnose the vehicle the next day. He was never told we didn't know when we could get to it. ********** stated that*********** had lost faith in the vehicle and would like to pick something else. I agreed to let them exchange it for another vehicle, which is when the had picked out the HR-V. They were not required to pick out anything right away, nor were they coerced due to a lack of vehicle. We actually let him borrow the HR-V for a couple days so he could check to see if he could get better financing then what we had offered, which he was unable to do. When the Camry was diagnosed the next day there was no check engine light, no stored codes and after two days of road testing their concern could not be duplicated. We still allowed him to stay with the HR-V even though there were no diagnostic issued with the Camry. Through the process of getting the new vehicle approved the bank had asked for and additional $750 down payment, which I offered to discount off if the sale price for his frustrations. ********** has been minimally involved in this process and his complaint does not remotely accurately represent the situation as it transpired.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/28/21, My husband took our GMC '19 Yukon car into GoldStar Motor due to a whining noise when I would step on the gas pedal. *****, from the auto repair dep called my husband, let him know that it was an exhaust leak. My husband asked if the car would be ready to drive Fri. Since we were heading on a road trip. ***** said it would be ready. Fri. my husband spoke w/someone in the auto repair dep. Whom noted the car was ready for pick up, he drove the car, and didn't hear the noise. We weren't able to pick up till Sat. am. 1 hr later we got on the road to Bakersfield (3 hr drive) w/our children. Sun. am we got back in the car and heard the same whining noise. Figured they just didn't fix it right and we would take it back. On Mon. am, as me and my son were heading to my school site our car made the same whining noise and shortly started to shake /tighten so I attempted to pull over to the side of road only for the car to stall and steering wheel locked. My husband came and had to push the car back to our house. We had it towed back to Gold Star. They called, said needed a new trans, recognized they misdiagnosed it on Thur. My husband spoke to ***** and asked why this issue wasn't found the first time we brought in the car. He said it happens but that the trans was bad. He noted that GM was giving 1/2 off on the trans being that the warranty just exp. and they credit the $480 they first charged us. They wldnt offer a rental. I went into Gold star on Wed. And spoke to ***********, explained situation. He called ******* he noted they misdiagnosed but ** said no there were 2 prob, the one they fixed and now the trans. They noted that if they would have driven before fixing it they could have determined a trans issue. I asked for proof of first prob, told them I was having an issue trusting what was said. ** then yelled at me, slammed his fist on desk, "leave..never return" to send my husband in. Again he yelled "not fixing your car""...leave"

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/11/11) */ Contact Name and Title: ************** Service Dr Contact Phone: ************* Contact Email: ************************* The customer initially purchased the vehicle 10/30/2020 with 44, 022 miles and opted not to purchase an extended service contract which we do with all our customers. On October 28, 2021 the customer (possibly just her husband, I did not check him in, but looks like his signature) brought the vehicle in for a noise during acceleration, indicated was more of a "hissing sound". Upon inspection we found an exhaust leak on the driver side manifold and recommended replacing the gaskets and bolts, the customer agreed and the repair was completed at 68,348 miles, after a 10 mile road test, the customer picked up 10/3/21 and paid $480.00 as agreed. The customer then had the vehicle towed in on November 1st with 68,779 miles indicating it was the same noise. Upon inspection we found that the transmission was grinding, nothing to do with the initial job, the transmission had obviously failed. I personally spoke to her husband and explained to him what we had found. (He had talked to the Advisor ***** to whom he indicated that we had misdiagnosed, we explained to him that the hissing sound had been taken care of but unfortunately now the transmission failed.) I told the customer I would try and help by running a formula to get assistance from General Motors and get back to him. After running the formula it came out to a total of ********** I called customer's husband after being advised to communicate with just him. I informed him that after running the formula They would be responsible for 1/2 but because they were good customers we would also participate in the amount of $480.00 to reduce their amount to **********. He asked if that was the best we could do and I told him it was. He at that point approved the repair. My parts department was able to locate a transmission and we were ready to start the next morning. On Wednesday November 3rd The vehicle was already on the rack when she called and asked me to stop because she wanted to speak with the owner. She said she would come see me at 3:00 PM, I prepared a sample of the transmission fluid for her so she could see it. The customer came in but spoke only with *********** and shop foreman ******, indicating that she expected the full amount be covered without an expense to her, she had we had inconvinienced had had put her children in harms way when the vehicle broke down on her on the freeway Monday Morning. He explained that the issues were not related and it was not our fault that the vehicle failed, it was a completely different issue. She at that point questioned our integrity by indicating that we didn't even inspect her vehicle after the initial repair and didn't believe we even did the job (the vehicle was test driven 10 miles after the first repair). To which he replaied that he can have that job inspected if she chose to but if that was the case hat she didn't believe our word, she could just take the vehicle somewhere else to get serviced and would not assist in the repair. She said she was a loyal customer and wanted us to cover the entire job because it was our fault.*** asked her to leave and never come back if she felt that she had no responsibility on this and to see if anyone else would help her this way and was withdrawing the assistance offer. She left without approving or indicating how to follow up. The next morning, her husband came in to see me on Thursday morning shortly after **(Owner) had asked me for her number so he could reach out to her because he didn't like the way things transpired. He asked what we could do and could we still go forward with the repair as we had agreed? I told him ** had instructed not to proceed with the agreed plan but that I had just had a conversation with him and looks like he had changed his mind so I would check. After discussing with ** it was agreed to proceed even though he had left her a message only, unable to speak to her. The job was completed late Friday (5th) afternoon. I contacted her husband and let him know. They did not pick up Friday and I was out of town so I assume they picked up on Saturday the 6th. We went above and beyond to help the customer in my opinion even though the vehicle was driven over 24,000 miles in just short of a year. We always offer warranties on all our customers in case anything were to happen, in this customers case they declined the warranty yet we still helped, the husband was very pleased and appreciative for the assistance we were able to get for them.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my *********************************************** to a representative of Gold Star by the name of *****. Before I sold him the car, he ran a ****** where it stated that the car was involved in an accident and that the airbags have deployed. On September 13, 2021, when I dropped off the truck to have it inspected, I explained to ***** again that the truck was involved in an accident but that he already knew that because he had run a ******, he then said to go to a different office to sign paperwork and to pick up my check for $******. I don't recall exactly what I signed because they did not give me copies of everything plus I don't understand or read English very well. On September 15, 2021, around noon ***** called me and sent me a text message telling me to pick up the truck that they had a problem with the airbags. I told him that he already knew that why is he telling me that now. On Sep 20, 2021, I got a notice from my bank that they had put a stop payment on my check

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2021/10/04) */ Contact Name and Title: **************** Contact Phone: ********** Contact Email: ************************ Mr.******** tried to sell us a vehicle that he claimed the air bags had been replaced on and signed a form stating that while in our finance department. All of our finance managers speak fluent Spanish. Upon inspection of the vehicle the next morning, we found that the deployed airbags had not been replaced and were just tucked back in the headliner and the steering wheel had just been resealed with the deployed airbag. When we contacted Mr.******** regarding the issue he was unwilling to discuss the situation and immediately stopped responding to calls or text. We did stop payment on the check due to the misrepresentation of the vehicle. Once Mr.******** discovered the stop payment and contacted the dealership we returned the vehicle in the same condition that we received it.

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