ComplaintsforFreysinger Pontiac GMC Buick, Inc.

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 ******* ****** purchased at freysinger Mechanicsburg PA.. In February of 2023 ******* sent letters out they were going to fix a peeling paint concern on all 2018/2017 ******* in the warranty period. Unfortunately the dealership sent the letters mid February and my vehicle was put into service by the dealership in January 23rd of 2018 and this letter came 3 weeks to late to repair. I didnt purchase my vehicle until May 18. My paint has been bad for years. Freysinger even sold me a paint pen when it started. I attempted to get it fix years ago. I asked for the date I bought the pen and they claim their computers only keep records 1 year back. This is just wrong. The ******* corporation is admitting they have defective white paint but have chose to not honor fixing the paint on anyone that purchased a ******* in January 18 or the beginning of February. I just want my car fixed. This notice should have been sent before January to ensure myself and others could have their car repaired. My car is almost paid off and I need to repair there defective product.

  Business response

  03/16/2023

  This vehicle was purchased at our dealer ship on May 21. 2018. When this vehicle was purchased ******* had a paint warranty on it that covered factory defects for 3 years or 36,000 miles whichever occurred first. Once this vehicle was purchased it has yet to come back to Freysinger for any services or complaints on the paint issue. ******* did extend the paint warranty on certain vehicles and this vehicle happened to be apart of that warranty extension. ******* corporation was the ones that sent out the letters to all of the customers that were apart of this warranty extension. Freysinger ******* did not send any letters out. ******* would need to be contacted to see if they would honor a goodwill gesture on the paint concern since the vehicle is now out of warranty for the paint. Thanks. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a certified used vehicle 2019 Elantra. Since day one off the lot Sep 3 2022 there has been several issues with the car. Which has questions why the car was certified and passed any inspection. The car in 2 weeks has had a water pump replaced a alternator replaced then put the old one back in and a idler pulley. Which they seemed to say that fixed the issues. Here we are Oct 11 with the same issue going on. I do not trust the business to even fix the vehicle. This has been the worse car buying experience on the planet. This business is fraudulent. I have never felt so humiliated in my life.

  Business response

  10/12/2022

  This customer purchased her 2019 **************** ******* on September 1, 2022. We did a full thorough inspection on this vehicle prior to selling the unit. It passed all the inspection items that Hyundai requires it to pass. The customer brought the vehicle back shortly after stating there was an abnormal noise coming from under the hood. The noise is not always there, but when it starts to act up it is clear as day. The technician checked the vehicle out and went after the alternator because when he unplugged the alternator the noise would go away. We had to go to another dealership to get the part because it wasn't something we had in stock. When we replaced the alternator the noise went away. We gave the vehicle back to the customer and the noise came back. The vehicle was checked out again and then we went after the tensioner. The customer was placed in one of our loaner vehicles while we ordered the part. The part came in and we installed it and gave the vehicle back to the customer. The customer took the vehicle and the noise came back. The vehicle came back in and then we heard some noise coming from the water pump. We replaced the water pump and test drove the vehicle multiple times and the noise seemed to be gone. We then gave the vehicle back to her and she is back today with this noise coming from her engine area. I got in contact with the Sales Manager and decided that we were going to issue the customer a check that would cover a car payment. We will get her car checked out again and see if we can figure out what is going on. Thanks.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I found the site for car loans for folks with credit issue or low credit. Filled out the app and they contacted me to come in a test drive the car I wanted. They asked me a question about a car loan, I answered but didn't hear from them. I reached out and things got ugly. They assumed things on my credit that were not correct. They decided to not help me. In other words they pick and chose who they want to help get a car. I feel their website is very misleading and is false advertising. They say they'll help you but if you don have perfect credit they wont. They never properly communicated with me about the process or the issue. Then I get an odd explanation from the guy why he I heard nothing from him. Nothing however about why they decided to not help me with a car loan. All he wanted to talk about was his health issues and his doctors appointment an that was him leaving a voicemail. Any communication was through texting. I was trying to figure out why the decided not to help me and ignore me. Then I tried to clarify that they were wrong. They said I had 2 repossessions on my credit but I don't. They wanted nothing to do with me or trying to clear up any confusion. This is a very poor way of doing business. You can't advertise on your site you'll help anyone, get them to fill out the application, ding their credit then decide to not help the person let alone never tell them why. I would like them to reword their website description. Don't make it sound that they'll help everyone.

  Business response

  07/26/2022

  We are sorry the customer felt dissatisfied with her experience. We pride ourselves on integrity and always strive to provide the best customer service to all our customers. We do not discriminate anyone in any way.
  
  Our CRM text tool was used as the primary contact method. When we asked if her auto loan was paid off, wrecked, or repossessed she replied, “None of the above” with no further explanation. At that point our associate who was communicating with her had gone to a doctor’s appointment. A few hours later, before he got back to his office, she texted our CRM tool again not stating anything else about the auto loan in question. Her expectation was that we should have reached out again by that time. She said, “…I’ll take my business elsewhere. Have a nice day!” Our associate got back from his appointment minutes later and replied, “Sorry we could not help you. Have a great day too!” At that point she got combative via text, name-calling, and cursing, claiming we didn’t try to help, have false advertising and that she should file a report. Our associate, realizing she was upset, tried calling her to explain the time delay in his response. He had to leave a message because she didn’t answer. She chose to text back to further express her dissatisfaction rather than calling back. She stated there was only one repossession on her credit, not two as we had originally thought. She also, said she was going to report us to the BBB and Attorney General office.
  
  In conclusion, she was not ignored and there was an attempt to reach her via phone call despite her stating “Any communication was through texting.” After, she (1) stated she was going to take her business elsewhere, (2) was planning to file a report to the BBB and Attorney General office, (3) was name-calling and cursing via text- we chose to discontinue communication. We do apologize for not meeting her expectations regarding the timing of the communications, but we did attempt to help until she became combative and told us she was taking her business elsewhere.

  Customer response

  08/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  
  I only got nasty after they stop any communication and accused me of something that wasn’t the case. They asked me a question and I answered it. How on earth was I to k is they wanted or needed more information? They never said anything further. They tried to get out of helping a customer. All the while dinging my credit and making it drop. My main issue was their lies on the website. They don’t help everybody and anybody. To me they pick and chose. Even after the texting later in the day, I could’ve been asked more questions or for clarification if needed but they chose to go a different route. And now I did exactly what I said I’d do so they’re trying to save face and turn things around. That’s not how yours to do business either. They must all be democrats! 
  

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership in December of 2020. This car has been brought back for a defect within the transmission and has been serviced over 6 times. The dealership claimed they would help me over and over in a response to the Attorney General and has done everything but that. My car has the same issue now once again and am stuck in a loan because Miles had sold me a defected preowned car. Miles told me its the way I drive this car, BUT ITS NOT. I've been in loaners since January on and off up until last month and now that my warranty expired and that my car isn't working they are refusing to fix it??? I want out of this loan and want this dealership to buy back my car and refund me for every dollar.

  Business response

  09/02/2021

  September 2nd, 2021 
  

  Dear Sir/Madam: 

  We are responding in regard to customer ******* ****. 
  

  Freysinger ***** is aware of the issue and concern of ******* **** and his 2013 ****** *****. 

  Freysinger ***** prides itself in taking care of every customer. We have worked on *** ****'s ***** several times, and we also paid for Faulkner ****** to repair *** ****'s *****. Throughout, Freysinger ***** has provided *** **** a no cost loaner car at each visit. We quality checked the vehicle after each visit. At this time, Faulkner ****** has assured us that the ***** is fixed. We have quality checked the vehicle extensively and it is operating great. Though we feel the vehicle is 100% safe and in working condition, Freysinger ***** has come to an agreement with ******* **** to purchase his vehicle back with full refund as of August 5th, 2021 and assist him in anyway. We feel unfortunate that he never felt comfortable in the vehicle. Freysinger strives itself on customer satisfaction and we are sorry *** **** felt unsafe in the vehicle he purchased. 
  

  Sincerely, 
  Derek H.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩