ComplaintsforStoops Buick GMC

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 6, 21 I went to Stoops in Plainfield ******* to test drive a 2010 Buick car. While driving I asked the employee in the car what is the noise I'm hearing he said it sounds like mount or strut he also said they would look over to see where the noise is coming from as well do a oil change & someone would call me to let me know what they found to see if I still wanted the car. Tues the 7th a lady called me from Stoops to ask about my experience I told her I'm waiting for someone to get back with me to tell me what's wrong with the ******* thought you were them. She informed me she was sending our conversation to the sales department for someone to call me back. On December 10th I called again to see what's going on I haven't heard from no one. The lady on the phone said the 2010 Buick was sold yesterday. I said Stoops sold the ************ called me, texted me, nor emailed me at all how is that right lady. So we have a problem here someone was supposed to call me but instead they sold the car & wasn't going to say *********** have already went to my bank for the money. This is not in anyway professional especially coming from a dealership.

  Business response

  12/13/2021

  Our salesperson ********************* had the subject 2010 Buick Lacrosse in line to be taken into our service department.

  While waiting for the vehicle to get into the shop, another salesperson showed the car to a customer who accepted it as-is.  Therefore, the car was sold before it ever got into the service department.

  Our salesperson did notify the complainant by email that the car had been sold, and we have a copy of that if necessary.

  As a goodwill gesture, we will give the complainant one free oil change for a gasoline-powered passenger car or light-duty truck; the offer for which expires February 28, 2022.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a truck from ******, a salesman from Stoops Oct. 22 2021. On Nov 20, my friend was looking the truck over and said, do you know you don't have a spare tire? I called stoops and asked for ******, left a msg. on Monday the 22nd. No return call. I called and left msg on Tues. the 23rd. I then called on Friday the 26th twice and finally Saturday the 27th. He finally called and told me i bought the truck as is, in a smart mouth tone, and i should have checked. I am handicapped and it was raining when i got the truck. I have congestive heart failure, cancer, diabetes, kidney failure and other medical issues. i don't need a smart a** dealing with me. He said he would talk to management and see what they would do, as a wheel is 200 used or 315 new then i have to buy a tire. I put ****** down on the ****** truck which was my savings. I am a retired handicapped 68 yr old, so money is tight. I have just made first payment on truck. I think Stoops owes me a spare tire and an apology from ******, its Thursday Dec 2nd and Ive heard nothing!

  Business response

  12/14/2021

  I have instructed my parts department to find a spare tire for this vehicle.

   

  We will provide a recycled tire and wheel assembly as soon as possible.

   

  While the *** of the vehicle will tell us what size tire this vehicle uses, it would be helpful for us to get a look at the truck in person.  It is possible that this vehicle was sold new from **** Chrysler without a spare.  We need to see what else might be missing from the vehicle.

   

  We are taking this action strictly as a goodwill gesture, as the vehicle was sold "As-Is" and we were not informed about the fact that the vehicle did not have a spare until several weeks after the sale.  Moreover our salesperson ************************* found a MOPAR touch-up paint on **** and has had it sent to the customer at no charge.

  Customer response

  12/16/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me, as long as I get a spare tire/wheel. I also feel ****** needs customer training. 
  
  
  

  Regards,

  *******************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Engine dash light on my '05 GMC Envoy started blinking, veh was misfiring/vibrating while being driven. Checked online to find a GMC dealer, I located Stoops Buick., I was advised a diagnosis would be required to determine the cause of the problem. On 10/4/21 I took my veh in for diagnosis, dropped veh off and returned home to wait for response for mechanic. I received a call later that day from service advisor ***********************. He advised mechanic test drove & scanned codes showed: code for misfire of ignition coil; valve cover gasket leaking; spark plugs needed. Would take a day to get parts. I advised to go ahead and do work, plus change oil/rotate ********* would pick veh up on Wednes. which he said would be ready by then. I explained I needed ************** said a loaner veh could be provided. Their shuttle pick me up & I got the loaner. Wednes. came, **** called & said veh was not ready due to parts not arriving. I ended up picking up veh 10/12/21 due to the delays. Cost paid on Monday 10/11/21 for work done was $1404.86. Engine light was was no longer on. Vehicle drove fine. But the next day veh started driving as though it was going to cut off then while stopped at two different automatic light, vehicle cut off. I called **** back/informed him of the problems. On 10/12/21 I returned/waited for check. Need to leave veh- so left veh on 10/13 in order for mechanic to again check/ to identify the problem which I was told was resolved with work done when the problem was diagnosed on 10/4/21. I was given a loaner again later. Later informed the problem was as follows: Veh showing misfire on cylinder 3 (previous visit was cylinder 2 misfire). Spoke to mechanic who tried to explain away this new diagnosis & why not found 1st visit. I advised to do work. Picked up veh 10/21.. paid $775.00. Drove - no light, a little rough during acceleration. Few days later, dash light back on. Returned - now saying its thermostat. I've spent $2179.86 yet part of prob still exists

  Business response

  12/14/2021

  I have reviewed this situation with ***************************** our Service, Parts & Body Shop director.

   

  We understand the anxiety caused by car repairs and the strain it puts on peoples' budgets.

   

  In all fairness, the subject vehicle is now 17 years old and has over ******* miles.  We replaced the spark plugs and ignition coil--all of which appeared to be original, and a leaky valve cover gasket.  We also cleaned the fuel injectors, and replaced one of them. GM's *************************** advised us to perform a top engine clean which we also did.

   

  A few days later the thermostat failed.  This was not due to the work we'd previously done to the vehicle.  It was an unfortunate coincidence.  

   

  Nevertheless, I have instructed ***************************** to give the complainant $300.00 of the $331.00 estimate to replace the thermostat.  If the complainant has already had the thermostat replaced, we will still give her $300.00 credit for our service department.

   

  Customer response

  01/11/2022

  I picked up my vehicle Friday 1/7 after dropping off Thursday 1/6. Service rep advised a repeat diagnosis was done - thermostat was replaced. Dash engine light no longer on when picked up vehicle.  Signed companys goodwill service completion form.

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