ComplaintsforFaulkner Pontiac, GMC, Isuzu, Suzuki

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We found out there is a recall on the engine of our vehicle when we found out the motor needed replaced. ******* ******* in Harrisburg had replaced parts for us as well as ****************************** in Lancaster prior to figuring out the core problem. We had our vehicle brought to Faulkner ******* and told them the issue that was found and that we wanted our vehicle fixed and that we found out about it having a recall. The scheduled appt was set for yesterday morning (august 11). We were told that they were backed up and hadnt gotten to it and that we would receive a call about it then but had not received a call at all. I was also told when I mentioned how we are without a vehicle and have 3 kids that so is everyone else. When we called today to see what was up with our vehicle, we were told it wouldnt be until September that they could look at the vehicle even thought I was promised that august 11 would be when it was for sure seen. I mentioned how I saw on the ******* site that we are owed a loaner vehicle while our vehicle is being worked on and they flat out told me, despite knowing that the engine is the issue, that they dont even have a car to loan right now. I need something done for my family. Its been almost 2 months now without a vehicle and apparently we are looking at at least 3 more weeks for ours to even be seen. I only have one receipt because I lost the one from the first repair but we spent about $500 total for the first repair with ******** and $969 on the other repairs.

  Business response

  09/14/2022

  9/14/22
  To Whom This May Concern:
              ******** **********’s vehicle with VIN number 5XYZUDLB2GG368085 had arrived on 8/4/2022 for a concern that there is a possible seized bearing inside the engine. The customer’s vehicle allegedly was previously diagnosed and repaired at another repair facility, in which we as the Faulkner dealership simply represent the ******* brand, and are not able to reimburse the customer for prior repairs done by another shop. This issue would have to go through ******* consumer affairs, and all documentation will be needed including invoices, and receipts for ******* to directly review for possible reimbursement.
  The vehicle went through *******’s prior authorization request to have the part covered under a manufactures warranty extension per ******* bulletin ************. Upon diagnosis of the vehicle it was in fact found that the rod bearing had failed, and the prior authorization request was approved for engine replacement on 9/13/2022. Parts have been ordered on 9/14/2022 with an estimated completion date of 10/12/2022. Unfortunately the customer’s vehicle is equipped with an interlock by-pass system that our loaner vehicles are not equipped with. Meaning Faulkner is not able to rent a vehicle to the customer for this particular scenario.
  Sincerely,
  Michael V*****
  Faulkner *******
  Service Manager

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 17, 2021 My Husband had a car accident it was towed to Faulkner Body Works on ****** Street in Harrisburg. Then on December 18, 2021 The parts needed were ordered by *******************. My Husband went in several times to check on the progress of the repair and **** told him each time there was no estimated time of arrival but when an email went out stating that the expected date of completion was to be Friday January 28, 2022. When I brought this to ***** attention he told me that was a generated email and they dont know why that went out so we had a rental car from December 18, 2021 through February 10, 2022 our car insurance paid for the first 45 days of the rental and we paid the remainder and GMC said because of the parts being on back order that long that they would reimburse what I had to pay so I submitted everything on February 15 and as of March 3, 2022 I have still not received the approval and I was told it would take 24 to 48 hrs and its still not approved and we picked up the car on February 8 and they made it drivable but the repair was not done and miraculously the part came in the day my husband picked up the car and ******************* said it would take an additional 2 weeks to do the repair and my husband said he was taking it because we had to pay on the credit card to get it down so he said then it would have to wait another 2 months to be repaired then and then of course up to 2 weeks to fix it so I asked for a loaner because we have to go to work and they wont do it so he said to my husband today March 3 that did we want to take the parts and get it fixed elsewhere. He is very rude and never kept in touch with us through this whole ordeal and I called GMC and nobody has given me any answers at all and we already paid the $250 deductible and it still needs repaired Everytime I call its give me 24 to 48 hrs to get an answer but it never happens and I have emails and the repair bill and the receipt from the rental car.

  Customer response

  04/05/2022

  Thank you for messaging me back about my complaint with Faulkner    They have gotten back to me about my complaint and it was resolved. Thank you for your assistance with this problem

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 26 2021 my vehicle was towed to Faulkner ******* with engine problems. After having my vehicle for almost 2 month, I received a call from my service advisor **** 6/23/21, stating that my vehicle was ready for pick up. 6/25 I arrived at the dealership and was giving my keys. when I opened my car door I could not believe my eyes, everything in my car was covered in what looked like brown residue. I immediately went back in and asked what did you guys do to my car? I was so sad I asked if the cameras could be viewed to see what happened to my vehicle. That morning me and my daughter left with the loner vehicle. After waiting to see if someone from the deanship would contact me, I called and I was told by the service manger ********* ************* to give him until Monday to get it cleaned. On 7/2 I picked up my vehicle. ******* Consumer Affairs Case#******** ***** *******************. PLEASE HELP AS PER ************* ******* THE DAMAGE DONE TO MY VECHILE PARTS AND LABOR IS OVER $10,000

  Business response

  09/14/2021

  We returned ***** *****'s vehicle in better condition than we received it. When She arrived to pick up her vehicle she commented that we stained her entire vehicles interior upholstery and she has her vehicle meticulously detailed frequently. We let her know this is the exact condition we received the vehicle and she disagreed. Our service manager agreed to detail the entire vehicle at no charge even though we did not contribute to the stains and cleanliness of the interior. I personally spoke with *** ***** and communicated we do not allow our employees to eat, drink, smoke, or do anything in customer vehicles that would cause this. She told me it was not from a technician with greasy hands or anything, it looked like we flushed her engine and it got all over the interior. We did not flush anything on or in her vehicle. Her vehicle has a light beige interior and in my experience had normal staining of a vehicle of that age. We did detail the interior of the vehicle, and removed some but not all of the stains as some would not come out. We did this as we strive to satisfy every customer no matter what the situation is.. When Ms. Smith returned to pick up her vehicle she was still unhappy with the interior condition.

   

  I have attached some pictures of her interior and the condition, which show things like spills in cup holders and dirt that would not be present in a vehicle that is frequently detailed.

   

  *** ***** also had an accident in or loaner vehicle and we did not receive payment of her deductible. I have attached pictures of that as well.

   

  We did no damage to her vehicle, we attempted to clean her vehicle, even though we didn't cause the issue. If I can be of further assistance please let me know.

   

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Returned a lease vehicle and the dealership and ******* motor finance want to blame each other and not take responsibility for failing to disclose charges and options at time of the return of vehicle.

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