ComplaintsforTodd Wenzel Buick GMC of Westland

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car that my daughter and I co-leased was in an accident, it was taken to **** Wenzel dealership in Westland for the repairs to be completed, the car salesman told us that if we leased from **** Wenzel they would cover $500.00 of the deductible if it needed collision repairs and that a loaner vehicle would be provided. Not only did these things not happen but we were contacted by an employee of **** Wenzel and informed that they had dropped the ball and had not even begun the repairs after approximately one month. That employee was let go and I believe the reason being was that he had been honest with us about the delay in beginning the repairs. I spoke to ************************* many times and he led me to believe that the dealership was going to make some kind of adjustment to the amount due for the repairs because of their delay of beginning the repairs and providing a loaner vehicle.The cost of renting a car for over 3 months was over $3,000.00. At the time of picking up the car **************** stated that the dealership only provides a vehicle if there is one available, over the course of 3 months a vehicle was only offered during the last approximately 10 days of the car being completed. We did not pick up the loaner car at that point we had made other arrangements. After picking up the car we have noticed that the repairs were not done in a professional manner, there were random items left uninstalled in the car and certain things not completed, the grill split apart as if it was glued or bonded together, they cars alignment also seems off among other things that we noticed. They said they noticed the car was due for an oil change and they said they did that as a favor but they did not refill the wiper fluid which makes us wonder if they had actually done an oil change. **************** stated that what the salesman told us about the $500.00 being covered is not true. I believe they are being deceptive and I would like them to refund the money paid for car rental.

  Business response

  07/13/2023

  The customer and I spoke at the time of picking up their vehicle in which all questions were discussed and answered. At that time it was explained that a refund would not be issued and the customers remaining insurance deductible was paid. Since then there has been no communication from the customer in regards to any concerns. Thank you. 

  Customer response

  07/17/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  The dealership has not offered to do anything in regard to the situation such as a refund of the expenses that they had stated would be covered when selling the car, they also stated that I have not made any further contact, why would I since they have already firmly decided not to stand behind their promises. During the time that they had the car I spoke to ************************* numerous times and did not get any resolution or satisfaction. That is why I have filed this complaint.

  
  Regards,
  
  *********************

  Business response

  07/25/2023

  The customers request has been reviewed and has been respectfully declined. Thank you.  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Wenzel sold me a vehicle that they said was exceptional and passed a ************************************************************************************************************************************************ proper working order. They attempted to repair a problem the vehicle had, didnt tell me about it and denied knowledge when it starting acting up within weeks of taking possession of the vehicle. This resulted in over 6 visits and over $1,000 to repair this problem alone, also rental vehicles, time, and other maintenance items that were missed along with some non working items.

  Business response

  06/13/2023

  At the time of the vehicle being sold to the customer everything operated as designed. The customer did not return to the dealership to have the customers concerns inspected. The customer stated they did not want to return. A refund has already been given for repairs discussed with management from a prior year.

  Customer response

  06/22/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  After searching for a new vehicle for several months, I found a GM Certified Pre Owned Vehicle at **** Wenzel of Westland online. The dealership is out of state and 4-5 hours away from me so I was relying on the dealership being honest (they werent) and the limited bumper to bumper warranty covering any issue should any arise. (It didnt)

  I was assured by **** Wenzel that my 2017 GMC Yukon SLT was worthy of being considered Certified Pre Owned and passed a 172 point inspection. I received from GM what should have been checked during this inspection but it was clear pretty immediately that no such inspection took place. My inspection report from Tood Wenzel was blank and only signed so its unclear that they did the 172 point inspection. I sincerely think they glanced it over and checked fluids and listed it just like any other car. They called it certified because it met the year and mileage requirements set by GM but it took thousands of dollars on my end to bring it up to the condition I thought I was buying.

  The vehicle was delivered to me 10/3 and that day I decided to have them deliver to my mechanic shop. It arrived with water in the 3 brake lights, the sunroof not working and the tires having less tread than discussed. One week later, it rained and rain came in through the visor, a result of the antenna seal needing to be replaced as well as the clogged sunroof drain. The door trim was also lifting as it had been double stick taped on the edge. None of these things were covered by the warranty and it was frustrating that they were missed by the inspection. **** Wenzel did reimburse me for the repair of the lights and sunroof, as they should since it arrived in this condition and was not sold as is.

  Three weeks later, I started receiving service drive assist system messages. These messages prompted me to take it to the local dealer monthly for 5 months trying to solve the issue. During that time, many of my safety features would short and not work properly yet when I would reach out to Wenzel, they had no knowledge. It was finally discovered that the sensor that lives in the rear bumper had fallen and was melted by the bumper. My local GM dealership was able to see that someone had attempted a repair previously which didnt hold and was doesnt done correctly. The bumper clip was also broken and glued. Because there was evidence of a previous repair, GM considered this area of my warranty void and instructed me to 
  seek reimbursement from Wenzel. We went back and forth for one month about the issue while they insisted not knowing anything about it and that the repair should be covered by my warranty. I was warned that ignoring the problem, in addition to my safety features not working out me at risk for further damage and I could not wait for repair. Wenzel said I should move forward needed repairs and they would see what they could do. I had the repairs done, the cost was $955. It was explained to me that this was very likely the result of damage that was not disclosed to me. Wenzel still insisted no knowledge, said they never removed the bumper and had no idea.

  Weeks later, GM let me know that **** Wenzel had billed GM for the repair at the pre delivery inspection and **** Wenzels service department confirmed this when I called to find out if the transmission fluid had been changed according to GMs reccommendation. (It wasnt) I wish I could say that they made up for it and reimbursed me but that is not the case.

  In addition to the drive assist system issue, I had to replace leaking shocks, struts, tires, brakes, one wheel bearing, the battery, door trim, the drivers seat actuator and the drivers seat lumber has been defective since I have had the vehicle.

  I completely understand maintenance and wear and tear but selling a vehicle with damage and calling it Certified Pre Owned is not acceptable. At the very least, I expected honestly and willingness to make the issue right but that is not what happened. I still am requesting $955 to cover the cost of the repair that GM says would have been covered but was voided by **** Wenzel. I will pursue legal action in small claims court if we cannot resolve this promptly and will request reimbursement for all of the vehicle rentals and repairs that this vehicle cost me.

  
  Regards,
  
  ***********************

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped car off in 2/6/2023 for recall and diagnosis of auto stop and brake assist malfunction. Service advisor ***************************** said there was no recall and new tech misinformed me. I left the car for a diagnosis. At the end of day ****** told me a software update was done to the car and it works properly. They did the update and charged me $189.95 without talking to me first. Next day the problem persisted. On my first day off from work on 2/14/23 I notified the service department of the persisting problems. Tech ****** called back left voicemail, told me to text him, I did but he started to ignore me. Next day I called the service department twice and both times they hung up on me after picking up the phone. Called the service manager and left voicemail. The manager never called back. Im requesting a refund for the software update they I never approved prior to them installing it and it did not work or resolve the issue. The tech ****** finally responded and said they cant refund me. Im requesting a refund for an update I did not approve and was not required. The issue persists with my car.

  Customer response

  03/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for an oil change on 12/18/21, before I went out of town. They serviced my vehicle. Once I returned on 1/3/22 and drove my vehicle I noticed my car was very loud. I immediately called the dealership and was advised to bring my vehicle to the service department to be looked at. I arrived 1/3/22 and turned my vehicle off, it would not turn back on the service advisor ****** started the car and said he had no idea what was going on with my vehicle. Then he suggested I drive the car with him in it so he can hear the vehicle. We drove the vehicle and suggested something with my exhaust, but then said by the way I don't have anyone here to look at your vehicle, but you should be fine to drive your vehicle until we can get you scheduled. I drove ***** mins away and no one said there were no technicians. I asked if they would have the service manager call me. He took my information and scheduled me an appointment for today 1/11/22. Upon my arrival today, I never received a call from the service manager since 1/3/22. I was told today after driving my vehicle for a week per the service advisor direction there where no technicians to look at my vehicle. Once again I drove ***** mins, I did not receive a curiosity call or anything. When I asked to speak to the service manager, the service advisor ******said he was not there today. I asked to speak to the manger above the service manager. **** acted as if he did not want to get the manager. I went to the sales department and spoke to the manager. The service manager never came and he never even called to see what the issue was. I had to take my vehicle to another dealership and pay for a diagnoses, its my wheel hub in which listening to the service advisor, that was dangerous driving around with my child. The tire could have come off. I was very displeased with the customer service. I took off work twice and nothing was resolved. I also was very displeased with the service manager avoiding a customer.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My name is Nadya. Back in May of 2021, a newly used car I had bought a couple months prior was having transmission issues. I took it to the **** Wenzel Buick dealership of Westland on May 28th, 2021. They had gone through my warranty to fix the issue which at first was no problem. They charged my warranty company for changing the valve body on the transmission. However that did not fix the issue seeing that I took it back June 21st later for the same transmission slip. Today being December 29th. I received a voice mail saying they wouldnt be able to fix my car since my warranty company wants to deduct the $1,045.23 they paid for the first job from the second job which cost $2,974.77. After having my car for over 6 months they called me a month before my warranty expires to tell me they refuse to fix it since they keep going back and forth with my warranty company. I was really patient with them fixing my car and constantly asking for updates to which most of the time were ignored and Im very upset now that they tried to s**** me over. I need any help I can get honestly because the dealership does not care to try and resolve this with me. Any help would be greatly appreciated. Thank you for taking the time to read my email. Hope youre all having a wonderful day.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed to this dealership on August 27th, 2021. There is a huge banner on the body shop building stating free loaner with any service repair. I was put on the loaner list on August 27, 2021 & still havent received a free loaner vehicle as stated. My vehicle is still at this dealership awaiting repairs. This dealership is falsely advertising a service that they do not provide their customers.

  Customer response

  11/02/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response.

  I wasnt offered a free loaner at my first visit as the Regional Manager stated in his response. I had to call everyday to inquire about it. If this loaner was based on a first come first serve basis.. why wasnt I ever moved up on the list? My vehicle was there for over 2 months. If they they have 38 vehicles to lend out, that means that there were 38 customers waiting over 2 months ahead of me. This just doesnt make sense. On top of that, after picking up my vehicle I had to return to the dealership for further repairs on Monday November 1, 2021 & had to wait over 40 minutes for something that should have been resolved during the two months that they had my vehicle. ****************** can explain what was wrong to the Regional Manager as theyre were the employees whom I contacted on Monday November 1, 2021 to explain the problem.  In my original complaint I asked to be reimbursed for my rental car from hertz that totaled $985.00. This request wasnt mentioned therefore, Im not satisfied with the response I received from the dealership for my complaint. I can provide a detailed receipt if needed. The free loaner sign falsely advertised to me that I would receive a free loaner while my car was serviced. There was no fine print that said first come, first  serve, or while supplies last, it only indicated to me that I would receive that free service since I chose to take my vehicle to that dealership based on the advertised sign. 

  
  Regards,
  
  *******************************

  Business response

  11/18/2021

  To:

  • ***********************

  When **************** dropped her car off for repair I can only assume she knew prior to leaving that we had no available loaner, and she still made the decision to continue with us. Again, I apologize for the inconvenience it has caused her but I am not willing to write her a check to reimburse her for her Hertz rental ****. If I did this, I would be writing checks for every customer that I am unable to provide a loaner for.  I would also like to restate that we typically stock between ******* New vehicles and currently have 12 available. This is a global New Car Inventory problem that is not in our control. If the expectation was that we would pay for her rental, then she could have made that clear at inception or chosen to try another facility that *** or *** not have had available loaners. Her decision to continue with us when she fully knew that no loaner was available was her decision.

  
  

  	*******************
  	Regional Director
  	p ************ f ************
  	**** Wenzel Buick GMC of *******
  	***********************************
  	ToddWenzel.com | Facebook | Twitter | YouTube

   

  Customer response

  11/18/2021

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:

  I was told that I would be called when a loner vehicle would be available by the service department. They informed me that I was on a waiting list and I would be called as soon as one was available. This led me to understand that I would receive a call for a loaner vehicle as stated by the gigantic banner that was hanging on the collision building prior to my complaint. They have since taken the banner down that stated free loaner with any service repair. This is complete fraud and misrepresentation of the dealerships offerings. I called every week to inquire about the loaner waiting list and was assured that they would call me when one was available. I was never told that one wouldnt be available. I talked to the service manager *********************** many times about this issue and he never informed me that I wouldnt be receiving a loaner as the banner stated; he assured me that I would be contacted when one became available; as we know know; a loaner was never made available to me as stated on the banner that the dealership clearly advertised. I did not know on day one that I wouldnt be receive a loaner vehicle, but I was promised by the service department that I would be contacted when one was available. My vehicle was at this dealership for over 2 months waiting to be repaired. I never received an apology, instead I received a lot of empty excuses as to why it was taking so long. Again, I am requesting to be reimbursed for my hertz rental car in the amount of $985.00 because the dealership knowingly and falsely advertised a service they couldnt fulfill. They absolutely know they were wrong which is evident by removing the banner after my initial complaint. Taking down the banner doesnt rectify the amount of money I had to spend on a hertz rental because the dealership falsely advertised this service to me, a consumer. The dealership needs to act with integrity and honesty within the community it serves and falsely advertising a service they didnt provide is a complete dishonest practice to the consumers . 

  
  Regards,
  
  *******************************

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