ComplaintsforJoyce Buick GMC

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As I test drove my 2019 GMC(18.600miles), the salesman RICK S*****, stated prior to delivery the truck would need new brakes as the brake system didn’t qualify to pass the 172-pt inspection for certified preowned certification. As a result, I picked up the vehicle at a later date. After taking delivery, I noticed the dealership failed to reset the brake life info. screen. I contacted Rick, he said since I had put 6000 miles on the truck it was too late to reset the pads to new as the brake pads were no longer new and it would throw off the readings. At 53k mi. I get a message on the dash that brakes need to be serviced. I take the vehicle in for service, explain the brakes were replaced at the dealership 35,000 mikes ago as advised by the dealership but the dash info wasn’t reset. I requested they check and verify remaining pad life as this reading may not be correct. I was called back into service explaining there was NO way these brake pads were ever changed. I was advised the condition of the rotors was disturbing and they suggested I reach out to the dealership as something is obviously wrong, I did. The dealership service center confirmed they ordered the brake pads for install but never installed them. I contacted salesman. He stated “I’m no sure why the work was not done” he had no explanation and didn’t comment as to why when I called after picking up the vehicle he advised me not to reset the brake pad life information, instead of telling me the brakes were not actually changed. He didn’t deny telling me the work would need to be done to qualify for the pre-certified program either. Instead, he forwarded the matter to their GM, Jim judge. Who stated he can do nothing, since I drove the vehicle 35k miles. He now represents the brakes passed the 172 inspection. He disregarded the fact his dealership ordered the parts to install and advised me they would be new upon pick up. Buyer beware when dealerships are this dishonest!

  Business response

  02/06/2023

  This was a GM Certified vehicle which went through a 172 point inspection and passed.  Customer put an additional 35,000 miles on the vehicle and needs brakes.  Even though this is not a warrantable repair, we have issued a check to the customer.

  Customer response

  02/12/2023

  I did receive a check on 2/11/23 to cover the cost of the brakes.  I appreciate Mr. J**** resolving this issue in a timely fashion and he is 100% correct, I did drive my truck 35?mikes before discovering the repairs the salesman said would be done prior to delivery had not been completed.    I believed and trusted in the dealership enough to make the purchase and I’m glad I did because when it came down to it they made it right.  It comes back to core values and honesty.  I accept the resolution and appreciate Mr. J****’s personal attention to this matter.

  Thank you!
  
  ****** * ******
  

  
  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I turned in a lease early to Joyce-Buick-GMC of Avon on March 15th 2021 and purchased another vehicle. My automatic payment for the lease had already been deducted from my checking account but had not clear GM Financial's site since it was the same day. The salesman and part owner, assured me that my extra payment would be refunded, that their system would recognize the over-payment - they never did. I contacted the salesman by phone (voicemail) without response. I contacted GM Financial on May 14th 2021 and explained the situation - their response is as follows: On 3/15/21 a dealer quote of $31,777.73 was given, then on 3/17/21 a dealer quote of $31,311.57 was given. They paid the 3/17/21 quote. The difference in the two quotes is $466.16 which is my lease payment. The paperwork which I bought my car also reflects the 1st dealer quote of $31,777.73. GM Financial agreed that the dealership is at fault here. I spent the next several months trying to get an answer from the dealership - it wasn't until Feb 28th 2022 that the GM, Jim *****, responded with no action or explanation. I have provided the numbers and correspondence from GM Financial to Jim ***** and Sean ***** without any resolution. The emails asking for resolution to Jim were 5.14.21, 6.10.21, 10.1.21, and most recently 7.2.22

  Business response

  08/05/2022

  Brian,

  We are sorry for your inconvenience.  The payoff quoted to us by GM Financial was $31,777.73 on 3/15/2021.  Joyce submitted the payoff on 3/16/2022 on your behalf.  Unfortunately, the ball was dropped by our mutual partner in the transaction.  We do value your business and, in order to keep that business, we will issue a check for the $466.16 and we will work to recover it from GM Financial.  

  Again, our sincere apologies for the inconvenience this has caused.

   

  Jim Judge

  General Manager

  Joyce Buick GMC

  Customer response

  08/05/2022

  [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 the check to be mailed to me is a resolution that is satisfactory to me. 
  
  Regards,
  
  ***** *****
  
  
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is with a diagnosis and repair of a vibration in my vehicle while it was under warranty. After 3 appointments and out of pocket expenses of almost $2000 in suggested parts to replace and 2 other repairs they covered under the warranty but did not fix the problem and now my warranty is up and I'm getting no assistance from the dealer.

  Business response

  12/22/2021

  We resolved the dive shaft center support vibration issue by replacing the drive shaft in its entirety. We have also replaced the torque converter for a shudder, also verified at a subsequent visit. Both of these repairs were completed under warranty at no charge to the customer.  Looking through the customers records, no money has been spent by the customer that is out of pocket at this dealership. Issues that were verified and considered warrantable by General Motors policies and procedures have been resolved.  The customer has demanded that we break the law in driving the vehicle well beyond legal limits in order to hear a "drone noise" issue; not a vibration.  We have informed the customer that we will not accommodate this request nor will General Motors. This vehicle was a General Motors repurchase for being a defective vehicle and resold at auction to the current owner.  We have done our due diligence in remedying the verifiable concerns, legally.  Unfortunately, this has not been agreeable to the customer. He has not taken to social media and different platforms to compromise our reputation thus we've invited him to visit any other GM dealership of his choosing. This complaint must be retaliatory to that invite. My apologies.     

  Business response

  12/28/2021

  We replaced parts that were verified with General Motors approved diagnostic equipment. We did tell the customer that anything outside these repairs would have to be items assumed given speeds that he drove to hear a certain noise.  Again, the repairs were performed at no cost to him.  Further, no diagnostic fees were paid to further diagnose his concern since he did not want to pay out of pocket for us to go further. Tires are a wear item and exhaust is a wear item and inherently perishable over time. We will not offer any reimbursement. 

  Customer response

  12/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16388508, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  **** ******
  
  
  
  
    I am not looking for reimbursement for the tires and the exhaust even though neither were the cause of the vibration. The exhaust valve that the service manager had said was bad could have been easily checked by a tech to see if it was able to move as it should have been and the tires could have also been properly diagnosed but I will say that the wear on them made them so they did need to be changed just not as soon as they were done. My concern is that after 10 months the vibration that I was trying to address is still not fixed and when I was trying to get in contact with both the service advisor and the service manager while I still had some warranty left, neither one would call me back and now that my warranty is gone this repair is all on me now and both your dealer and GM don't seem to care and that is bad customer retention. I also had a call into the general manager and they never called me back as well. I have been in the repair business my whole life and I know that this vibration is drivetrain related and would have been covered by the warranty if the service department would have admitted they didn't know what the issue was and contacted GM to have a technician come out and properly diagnose the issue.

• Initial Complaint

  07/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle purchased 8/24/20 was hit Oct. 6, 2020 and totaled. I ask dealership for gap isurance info so I could file a claim. Donnie in their financial dept. acted like he had no idea what co. Gap insurance was through. They supplied me with this info finally May 2021 but it was too late to file claim. They were to cancel Protection Plan and tire and wheel and I was to receive a check for these charges. I have yet to receive the check. It has been a month since form was signed. They didn't/ wouldn't explain the cancel policy to me. I called them and talked to Donnie multiple times and manager Jim J**** multiple times. I think because I am a female they were trying not to give me info because money was owed back to me. That is why the cancel paper was not signed until 6/24/21. When I drove there to sign paper (which another dealership explained to me what to do, not Joyce Buick) Donnie said I mailed this form to you. I never receive a cancellation request form from him in the mail.

  Business response

  07/26/2021

  I have spoken to Ms **** prior times regarding this issue. From my understanding there was an issue with the amount of days had passed to file the gap claim with the lender. I was under the impression that she was working with the lender to get that resolved. In no way was there ANY hesitation in giving Ms **** her money back, especially because of her gender. Simply untrue. Ms **** was in my office on June 12th and signed the paperwork to get this handled. My system showed pending cancellation. I am getting check cut today, 07/26/2021 and will mail it out on Tuesday morning. 

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