ComplaintsforPursch Motors Inc.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  original service 09/16/22 Fri.: the power slider had a leak so we took it to the nearest GMC dealer to repair covered under manufacture warranty. date of dispute #1 09/23/2022 Friday @ 3:55pm Ph#********** spoke to **** dispute was about a moving part on the power-slider that the service men BROKE but tried to hid it but when my son tried opening the power-slider it DID NOT open all the way so he noticed that there was a vital piece of the power slider that they had broken and seemed to forget to report it so we called and complained at that time, and they said that they would order the part, but only after i had threatened to report the complaint to BBB, cause at first they did not want to take full responsibility and they wanted us to drive it back to them to inspect it to see if it was broken.So they ordered the WHOLE power slider glass in the back covered by warranty cause it originally had a leak so it was covered under manufacture defect. Complaint#2 after the WHOLE power-slider was installed the service intake guy did a run down inspection on the truck and ******* son, while on Duo Video Chat, SPECIFICALLY asked him if we were to wait a few days(24 hrs) to wet the window or any special instructions. The guy said ," NO", that the window had already set for hours and that it was enough for the adhesive to SET. Well we went by his statement and when my son took it for a test rinse the day after the window LEAKED and the guy had said that it was good to wet it. So my son called and let the service department know of our situation AGAIN, at this point we just wanted our gas reimbursement to and from the dealership,and time off from work, tint costs to re-tint our windows, because CLEARLY these guys have NO knowledge of giving correct instructions on how-to-care for our vehicle after it had been replaced with a new window, and now we are having to take ANOTHER day off from work , and the guy, **** refused to reimburse us for their mistake and our COSTLY costs!!

  Business response

  10/14/2022

  The customer scheduled an appointment and came in for diagnosis on 09-16-22. The vehicle was diagnosed and water tested confirmed that the rear windshield was leaking. The vehicle was returned to the customer and parts were ordered. Once Parts were received the customer was called and scheduled a service appointment on 10-06-22. The vehicle was ****** in and repair was completed on 10-07-22 around 2 pm or 2:30 pm. The customer was called and was picked up around 4 pm or 4:30 pm. The customer was advised to wait 2 to 3 days before washing vehicle or doing anything to the rear windshield. They had requested rear windshield to be tinted and they were advised that we could not due to our window tint installed was gone for the day. The customer called up to the dealership on ******** around 10-10:30 am and requested a re-imbursement for his window tint due rear windshield having a leak. He spoke to the sales manager, and admitted to her that he knew he had to wait 2-3 days, but requested re-imbursement for his window tint anyway. At no point was anything ever discussed about anything broken or not working. The customer was advised that they needed to wait until monday morining, 10-10-22 and discuss it with the service department. The Service manager called the customer and his statement to the service department was that he had gotten his window tint on 10-08-22 late in the afternoon and then lightly washed vehicle and noticed a leak from the rear windshield. How could he have had his window tinted Saturday afternoon but call and request window tint re-imbursement at 10 am on 10-08-22. The customer was given the option to bring the vehicle back to this dealership for a repair on the rear window leak, or he could take it to another dealership and a repair would be made as a non warranty defect repair, meaning the customer caused the concern but it would be taken care of at no charge. The customer refused and stated he would get it fixed somewhere else and just wanted his re-imbursement for his window tint. He was told no to that request, and then he stated that he would involve the BBB to make the dealership pay him back. See attached repair order invoices for customers concern and repair. So the repair was completed friday afternoon and by saturday morning he was having an issue with his windshield, that should fall the to customer or the window tinter for pushing the rear windshield causing the sealant to expand and leak, and that is what was told to him about his re-imbursement

  Customer response

  10/14/2022

  Complaint: 18194031
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  ABSOLUTELY NOT did the guy gives us explicit instructions like waiting 

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