ComplaintsforSuntrup Buick GMC

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Went to look at a 2014 ****** Pathfinder I found from ****** on 8/21. Sales person immediately told us it passed all their inspections and he pulled it from being detailed so that we could look at it.Test drove it and decided to sign paperwork for it. We agreed to come back the following day to pay for it with cash, but we wanted the detailing finished on it. The detailing was rushed, but we took the vehicle home that night. After driving it back the next day (8/22) to pay for it, I let my sales person know that I wanted the service department to look over everything again because I wasn't sure if I felt some "jerking" when the car shifted. He said "no problem, just drop it off and we'll take care of it. You've got a 3 month warranty!" The warranty contract clearly states the vehicle is covered. I didn't think anything of it, paid for the car and left. 5 days later the transmission completely died and I had to have the car towed back to the dealership. After sitting on their lot for 2 weeks, they towed the car across the street to the ****** dealership for repair. After another two weeks of waiting on the warranty company, they declined to cover the repair for "pre existing conditions". It is now a month since I bought the car and it is still not fixed. I am getting the run around from the ******************* sales manager, warranty company, etc. Everyone has been extremely dismissive and rude.Remind you I had the car in my posession for a whopping 5 days!The warranty company or Suntrup needs to cover the cost of the repairs or I want to return the vehicle and get my money back under the federal lemon law.

  Business response

  10/14/2024

  We have sent this vehicle over for repair at no cost to customer.

  Customer response

  10/14/2024

  Complaint: 22324490
  
  I have reviewed the business' response and am rejecting it because: Although my car is now fixed, I did not get it back until 10/11/2024. The way the entire interaction was handled was completely unprofessional and in violation of rules and laws that in place to protect consumers. To further explain:

  On 8/28/2024, the transmission went out completely and I had to have the car towed back to the dealership. At this time, I realized I DID NOT received a copy of the original buyers guide. The vehicle remained on their lot untouched until 9/6/2024, which is when they towed it over to ****************** ****** to have repaired under warranty. 9/11/2024 ******************************* sent the paperwork over to the warranty company and the warranty inspector looked at the vehicle on 9/13/2024. I spoke to the Sales Manager, **** *******, several times about getting a copy of the buyers guide. He told me over and over again that I didn't need the buyers guide and my warranty contract was all that I needed.9/16/2024 I spoke with the warranty advisor and gave my statement explaining what happened when the car broke down. 9/20/2024I received a call from ******* from Suntrup Buick GMC service department telling me my warranty claim has been denied due to "preexisting conditions" and to contact my sales representative for next steps. 9/25/2024 the vehicle was moved from ****************** ****** back to Suntrup Buick GMC. Spoke with **** ******* again asking for the buyers guide and he told me a copy was being mailed tome. When asked where the car is being serviced, he refused to tell me. He said "You don't need to know and you should be happy the car is getting fixed." 9/26/2024 I received a fraudulent buyers guide in the mail. The "as is" box was checked as well as "other used vehicle warranty applies" with 3/3000 written next to it. This was absolutely not what the ad specified, nor what ***** explained to me when I purchased the car. The buyers guide was clearly filled out after I signed it. Spoke with **** ******* again about the fraudulent document and he told me "that's what was in your fi le." He then refused again to tell me the location my vehicle was being taken for repair and how long it would take.
  
  As stated above, yes the car has been fixed, but the actions taken by the dealership are inexcusable and I hope are dealt with appropriately.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2016 Yukon Denali XL VIN# ***************** 4/19/2023 ** condenser replaced. The transmission cooler line/hose had to be removed to access the ** Condenser.5/26/2023Total loss of transmission fluid at highway speeds.Car towed to Suntrup 6/3/2023 ****** miles Suntrup replaced the upper transmission cooler fitting, refilled fluid. 3/22/2024 ****** miles ***** to Suntrup. Advised Transmission needs replacement. $7000-8000G for Suntrup to replace.3/25/2024 ***** spoke with the Service Manager. The Service Manager would not accept responsibility for the complete transmission failure. He offered $2000 labor toward the repair total of $7,000-$8,000. We offered opposite. We pay the labor, you pay the parts. **** said NO. ***** spoke to *****************, the ** and explained the situation. Informed ***************** said he was attending a funeral today. Would talk to the service manager and get back to ***** 3/26/2024 ********************* the Service called ***** again. ***** tried Seems *** avoided the return call. Ultimately, the ** & SM (managers) stuck to the offer of $2000 labor toward transmission replacement.3/29/2024 After sitting on their lot for 1 week, 3/29/2024 Given our 16 year history with Suntrup, the inequitable, monetary figure toward the total repair bill, the fact that would negotiate any further, and the principle of Suntrup service not standing behind their service work completed on 4/19/2023, which we feel is the root cause of the total transmission failure, the vehicle was towed to an independent transmission repair facility.AFTER REPAIR AT TRANMISSION SPECIALITY SHOP, FLUID LOSS ON MAY 26, 2023 WAS THE CAUSE FOR THE TRANSMISSION FAILURE. I HAVE EMAIL AND PICS From Quality Transmission.Emailed and spoke to ***************** numerous times. He was unwilling to offer any assistance. Left a message for *** Suntrup. He never returned my call.

  Business response

  06/19/2024

  The customer owns a boat company and tows boats with the vehicle. The vehicle after the leak was discovered, was repaired and the vehicle ran fine and lasted 10 months and ***** miles. ***** these facts and GM tech-line and engineering assistance, we could not determine what the fault of the transmission failure was. At that point I spoke with ************** and offered him to pay for parts and Suntrup would pay for the labor. ************** did not want this and elected to take this to a non GMC dealership and decided to get it repaired at a local independent shop. At no time did Suntrup agree to pay anything towards the repair. Customer made this decision on their own and they are responsible for the bill. The history of them at Suntrup is why we offered a repair split to begin with, We believe this is more than fair considering the use of the vehicle, mileage and age. 

  Customer response

  06/20/2024

  Complaint: 21806314
  
  I am rejecting this response because:

  First, he knows nothing of how my car is used. The only reason he made that statement is because I have a ***** boats sticker on my back windshield.  I do not work there and I have never worked there. This is my daily driver. I am a teacher and have been for 29 years.  That comment is completely unfounded and without merit.  he is grasping for straws. 
  Second,  the reason the transmission failed IS the fault of the Suntrup technician who did not install the transmission cooling line correctly when the car was in for a seperate, yet very costly AC condenser replacement. 
  ****, the service manager even admitted to my husband that we wouldn't be having any of this conversation if that transmission fluid cooling line would've been hooked up correctly in the first place. The other thing that **** said if it happened sooner than we might  have covered the whole thing.

  Suntup service **** was entrusted to fix my car when it was in for a seperate repair, & when it came back in after the transmission fluid loss.  Their tech was supposed to do a transmission service on it at the time. I have an email from one of their service writers where my husband told them to do the transmission Service since the fluid loss . All the tech did was refill it with fluid & said it was good to go.
  After all this happened, I pulled my service records, and there is no notation of a transmission filter Part number. There is no notation for how many quarts of transmission fluid was used on the 6/3/23 ticket.
  That all by itself is atypical.  Every part & every drop of oil they use Is listed on their service tickets. I have all of them for the entire time I've owned the vehicle. 

  The reason the vehicle was taken elsewhere foe the transmission repair is because Suntrup offered only to pay labor and us to pay the parts. We felt they should pay for all of it. Instead, they were wanting us to pay approximately 2/3 while they pnly pay 1/3. The other reason it was taken elsewhere is because we wanted to know the cause, if we were going to pay thousands.  Suntrups techs would never have taken apart the old transmission to examine the  cause for failure. The only thing they would've done is put a new one in it & recycled the old one. We would've let them if they would've offered to pay for it all  Ultimately,  they are not transmission specialists. My husband also told **** if this is the fault of the vehicle due to age, I get it & It's on me, but if it's because of the transmission fluid loss, then I think you should eat the entire cost.  **** dismissed that negotiation. Therefore, the vehicle was taken to a transmission specialty shop, A new one installed, the old one taken apart and examined as evidenced with previous pictures and the report from the transmission shop. Bottom line that line failure and fluid loss IS what caused the complete transmission failure. 
  Suntrup old service manager *** would've covered this in a heartbeat. *** would literally know my husband when he walked in. At least 2 of Suntrups current service writers also know ***** when he walks in because we have used Suntrup so frequently for so long for all of our cars.  

  In the meantime, I have been to another GMC dealer to get my oil changed. The aervice ticket had  every quart of oil listed, the part number for the oil filter listed. The details are  standard practice. Which is also why I know their tech did not  except refill the transmission fluid. Had he actually done the transmission service He would've seen the shavings in the filter &/or transmission fluid, & known something was very very wrong.
  
  Finally,  I just learned through GM ************* and through another GMC dealership that there's a whole lot of things that ****, the service manager, could have done to help us out. Bottom line is he didn't care enough about a loyal customer.  It is very likely with a few phone calls that GM would've helped to cover it.  **** and *** both know this. In fact, *** stated this in an email, AFTER the fact. *** and ****  are very seasoned automotive people they knew this. On the other hand, as a customer, I just learned that by calling GM ************* & talking with the Service **** at GMC dealer. 

  Sincerely,
  
  *******************

  Customer response

  07/22/2024

  I was told last week when I called that since they did not respond to my June 20 reply, Their BBB score would be lowered. I spoke to a man for quite some time he gave me a couple of numbers if we didn't get any response out of their BBB score being lowered.

  Is their BBB score going to be lowered or not?

  thank you, 
  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle in for a recall and they cracked my dash. They are refusing to fix it.

  Customer response

  05/08/2024

  My 2009 GMC ****** 1500 was taken into this dealership for the Takata airbag recall. They severely damaged and cracked my dashboard in multiple places. They are refusing to fix the dashboard and take responsibility for the damage they caused. They are claiming the damage was there prior to service, which is false. The dashboard did not have any damage or cracks prior to service. The attached invoice also does not state or document any damage to the dashboard or vehicle prior to service.

  Business response

  05/28/2024

  No damage was done during service. The vehicle was damaged prior to service and was documented on the ** hard copy by the technician. The area that the customer says we damaged was not even worked on and was not removed or adjusted during the service. The cracking of the dash over time due to  weather elements is a well known GM problem. The vehicle was inspected by the service manager, general manager, and shop ******* and master technician. The technician explained to the customer the procedure and other factors that could cause this issue. The customer has an aftermarket radio installed at some point that would require parts of the dash to come apart. We installed a passenger side airbag on the vehicle and the customer and  his father admitted that the passenger side was already cracked prior to service. They called complaining that the driver side was now damaged. The work that the dealership did was not in the newly damaged area.

  Customer response

  05/28/2024

  Complaint: 21685096
  
  I am rejecting this response because:
  
  The original invoice does not document any damage. I was not informed my vehicle was damaged or that any damage could occur during this service.
  
  I showed the general manager, service manager, and shop ******* that there was clearly damage done in the area they worked on which resulted in major damage across the dashboard. My passenger airbag cover literally has damage and deformation on it from the stress/leverage applied to my dashboard by the technician.
  
  The statement that my father or I admitted to any damage is also a false statement. **** even stated on our initial phone call that the technician failed to document anything regarding damage. Keep in mind the invoice also states a multi-point inspection was performed. I highly doubt this was even performed and was most likely added for the technician to claim extra time on the ticket.
  
  This vehicle had no damage to its dashboard Prior to service. It is clear as day that the technician caused the damage. See attached images. This quality of work and customer service is unacceptable
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/9/2023: In-Person contact with **** ******, Service Advisor, Suntrup Buick GM **** * ******* **** *** ******* ** *****  Diagnostic Run, Codes: B1325 - Device Power Circuit Voltage Below Threshold P0106 - Manifold Absolute Pressure/Barometric Pressure Sensor Circuit Range/Performance P0131 - HO2S Circuit Low Voltage Sensor 1 PO171 - Fuel Trim System Lean PO299 - Turbocharger/Supercharger “A” Underboost Condition PO300 - Engine Misfire Detected PO506 - Idle Speed Low P1101 U0401 - Invalid Data Received From ECM “A” Invalid Data Vehicle was shutting off and I was informed by **** ****** the vehicle was dangerous to drive and should be parked until service date. I was informed all services listed are under warranty and all matters associated would be resolved at scheduled service visit. The vehicle was parked in a garage until scheduled service date. 11/14/2023 Tim Bacon, Service Advisor, **** * ******* **** *** ******* ** ***** Invoice # ***** ******* - Camshaft Cover Replacement Notes: scan for codes has P0171, P0106 checked for leaks found PVC on valve cover leaking, installed new valve cover clear codes test, drove no codes, no lights on at the time of checkout 11/16/2023 - CORRECTION, Friday, 11/17/2023 Phone Contact: Rude female, possibly named Amy (the name she gave), in service department of Suntrup Buick GM located at 4200 N Service Rd. St. Peters, MO 63376. I informed “Amy” the vehicle was serviced 11/14/2023 and the engine light is right back on. Female refused to address concern and informed me I needed to wait until the next available appointment weeks out, also, there’s no way they are providing a vehicle to drive while I wait until the next service visit. I reiterated the urgency, ongoing concern, and that I’d just picked my car up on 11/14/2023 (CORRECTION, 11/15/2023) when I was told all repairs were made. I emphasized my car needed to be returned and serviced without further delay due to safety concerns. “Amy” said drop it off around noon on 11/16/23 (CORRECTION, 11/17/2023). I did. No one called or followed up with me by 4 p.m. I called and was informed “Amy” left for the day and someone would locate my keys for pick-up as it was Friday and the service department is not open on the weekend. 11/17/23 (CORRECTION, 11/18/2023) The vehicle was turned on and the engine light was off, without further service. I suspected the vehicle needed to reset or something since it had already been serviced and the light was out. Time For an Oil Change 12/21/23 Contacted Buick GM O’Fallon, **** ********** **** ********* ** - NO CONFIDENCE in Suntrup Buick GM located at **** * ******* **** *** ******* ** ***** Scheduled an oil change and requested a repair review to assess work completed by Suntrup Buick GM located at **** * ******* **** *** ******* ** *****. I explained why I had no confidence in returning to Suntrup for service to my vehicle. I explained it seems something is burning and fumes are circulating through my vents, into my car. This was making it difficult to breathe, causing me to have to use my inhaler for asthma, also, tightness in my chest. I was informed the oil change was scheduled for 12/26/23 at 11 a.m., also, work completed by the previous Suntrup service department would be reassessed. 12/26/23 While in route to O’Fallon Buick GM, the engine light in my vehicle comes back on. I called to inform the dealership I was running behind and I would surely be there because the car must be serviced this day. I contacted a friend waiting for me to arrive at the dealership to also inform dealership staff I’m nearby and my engine light came on in route. Nik Halaska, Service Advisor, O’Fallon Buick GM, 2150 Technology Drive, ********* ** ***** **** ******* ********* **** ********** ****** ********* ** *****  Nik was the advisor for assessment and services to my vehicle. Don provided oversight of assessment and services to my vehicle. Upon assessment, I was informed and shown that the parts under my hood were saturated with oil, resulting in dysfunction of operating systems which resulted in the potential for fire and explosion, also, this was the cause of burning fumes circulating into my vehicle, causing difficulty breathing and triggering asthma. I was allowed to go to the service area, view the damage, and take pictures/record. Don stated the Manager at Suntrup Buick GMC is “useless,” also, he has no doubt of the burning fumes circulating throughout my vehicle, causing difficulty breathing, and the risk of fire and explosion due to oil saturating the operation systems, including plugs and wires, under the hood of my vehicle. Don provided the option to have all items, including those under warranty repaired; however, I would be responsible for the costs for maintenance items saturated and not covered under warranty. I would also need to leave my vehicle at the dealership “for a day.” Don also informed me that GM had no vehicles available, and I would need to rent a vehicle while my car is under repair at O’Fallon Buick GM. Don informed me that because the initial repair and negligence did not occur at his location, I will be charged if my vehicle is serviced at O’Fallon Buick GM. Don agreed to service items under warranty and the vehicle be returned to Suntrup to repair additional saturated items which should have been replaced and repaired in addition to items under warranty during the 11/14/23 service visit. Don made a copy of the diagnostic report provided by Suntrup Buick GM located at **** * ******* **** *** ******* ** *****, dated 11/9/23, when the diagnostic was run and initial service appointment scheduled. I rented a vehicle from Hertz at my expense and left my vehicle at **** ********** **** ********* ** 63368 for warranty items to be replaced. 12/27/23 Phone Contact with Nik Halaska, Service Advisor, O’Fallon Buick GM located at **** ********** **** ********* ** 63368. I called after work to receive an update because no one had been in contact with me from the dealership. Nik stated, “What Don said still stands. We replaced the warranty items and drove the car. The car is receiving the same codes. We didn’t get the light to go off so all of the wires and items not under warranty still have to be replaced.” I informed Nik I would call the dealership in the morning because no one contacted me with this information or an update and it’s upsetting. 12/28/23 Attempted Phone Contact with O’Fallon Buick GM. I was informed Nik was out for the day. Joe is the Service Advisor for the day and he would have to call me back. This call was placed by me at approximately 10 a.m. I asked if Joe would call before noon because I have a rental car that needs to be returned. I was informed, “he’ll get the message.” Joe never called. I called back approximately 12 p.m. I asked to speak with Don, Service Director. I received voicemail. I left a message. No return call. I called back at approximately 3 p.m. Don informed me no repairs were completed on my vehicle and I could extend the car rental so warranty items can be replaced. I informed Don this is ridiculous. I am absorbing all of the costs for my life being put at risk and I cannot just keep extending the rental. Don stated he would have a technician replace parts covered under warranty and have the vehicle ready to be picked up and returned to Suntrup for complaint and repairs 12/29/23. I received a call from Joe, O’Fallon Buick GM stating parts covered by warranty have been replaced and the vehicle is ready for pick-up. Call received at approximately 5:30 p.m. I informed Joe, Don told me tomorrow and I will return to the dealership 12/29/23 to pick-up the vehicle and make sure it is returned to Suntrup Buick GM located at **** * ******* **** *** ******* ** ***** for resolve. I moved forward with action to file a formal complaint detailing how Suntrup Buick GM located at **** * ******* **** *** ******* ** *****, put my life and health at risk by releasing a vehicle to me, with operating systems saturated with oil, causing potential for fire and explosion of the vehicle with me and any other occupants inside, causing difficulty breathing and triggering asthma due to fumes burning and circulating throughout the vehicle’s ventilation system. My health and life have been put at risk after continuously bringing these concerns to the attention of Buick GM service providers. I am still absorbing costs associated with the negligence of Buick GM service departments. This matter has yet to be resolved and I can not even get a safe vehicle to drive from Buick GM while Buick GM accepts responsibility and resolves service repairs to ensure the safety of a Buick GM vehicle covered under warranty and long-time Buick GM consumer, since 2003. I am disappointed and appalled to say the least. Please take action to resolve these urgent, life threatening matters.

  Business response

  01/20/2024

  We received a call from Ms. ******** regarding previous repairs we had performed in November and if she was told the vehicle was not safe to drive to have it towed to our shop. The vehicle arrived at our shop on December 29th 2023 and was diagnosed on January 2, 2024. Our diagnoses led to a fault with the intake manifold was missing a bladder that caused the oil come out of the camshaft cover. The replacement of the intake manifold was completed on January 3,2024 including an extensive test drive to verify the repair. The entire repair was covered by the warranty on the vehicle, including the loaner vehicle we provided. I contacted Ms. ******** to inform her the repairs were completed and she could pick up her car and return our loaner. She first told me she did not feel the vehicle was safe to drive, to which I replied she would have to return our loaner vehicle. She was initially going to return our loaner and get a rental at her expense. She then said she would return our loaner and pick up her vehicle when GM contacted her to assure her the vehicle was safe to drive. GM Customer Assistance informed me they had contacted Ms. ******** on January 4, 2024 to tell her the vehicle was safe to drive. I was made aware of this on January 9, 2024 and reached out to Ms. ******** to request she pick up her vehicle and return our loaner. She did not return my call and I made multiple attempts on January 11, 2024 to ask her to return our vehicle and pick hers up, no calls were returned so we went to recover our loaner from her location with the extra set of keys. Upon returning to the dealership, I did reach out to Ms. ******** to inform her we came and took our loaner vehicle and that we were open until 6:00 p.m. for her to pick her vehicle up.

  Customer response

  01/22/2024

  Complaint: ********
  

  I am rejecting this response because:

  The issue has not been resolved.  A GM Advisor did not contact me on 01/04/2024 to inform me my  vehicle is safe.  *****, Suntrup Buick GMC Service Manager, removed the loaner vehicle, leaving me to walk, insisting I find a way to remove my vehicle from his lot by 6 pm on 1/11/2024 regardless of the fact Suntrup New Sales Manager ******* ***** and GM Customer Care representative, ****, told me to keep the Suntrup loaner until I heard from a GM Care Advisor.  GM Customer Care was contacted 01/11/2024 and the complaint was escalated to a supervisor and additional information was added.  An email noting new information relative to the complaint was sent to the GM Customer Care department on 01/15/2024, since no call from a GM supervisor had been received, after an additional service date was sought with Buick GM O’Fallon 01/13/2024 due to this ongoing failure for Suntrup to resolve their suggested repairs and the related, suggested repairs documented by O’Fallon Buick GM.  All paperwork associated with this service issue, starting 11/09/2023 was attached to the email:
  COMPLAINT ADD ON/CONTINUANCE
  
  GM Complaint #*************
  
  1/10/24: 6:10am, 2 voicemails left for ******* #******* (phone not easily accessible during business hours Monday-Friday, account noted 1/2/24, told someone to call Saturday 1/6/24.  GM Customer are hours noted 8am-9pm eastern, please call later in evening, about 5pm can answer.  I need resolve with Suntrup, to make sure vehicle is safe to drive.)
  
  
  1/10/2024 5:16 pm: Call to GM Customer Care, voicemail after work requesting call from *******
  
  
  1/10/2024 5:17 pm: Call to GM Customer Care main line.  Spoke to ****.  Provided case number and review of complaint.  **** advised to hold tight with the Suntrup loaner truck.  He made notes on the case, stated he will reach out to Suntrup and notify I am to keep the loaner until there is movement on the case, if I don’t hear from ******* by Friday, 01/12/2024 call back in the morning and another GM advisor will be assigned to the case, possibly **** but not guaranteed.
  
  
  1/11/2024 at approximately 3:30pm - I discovered Suntrup GM removed their loaner car with my purse and personal items inside from ******** ********* Library, St. Charles, MO.  I walked to Lindenwood University, talking to GM Care support, reporting what occurred.  I requested to speak to a supervisor.  I was informed my complaint was escalated and a supervisor will be reaching out to me.  Suntrup GMC, Service Manager, *****, demanded I removed my vehicle from Suntrup’s lot.  As of 01/15/2024, I have not received a call from ******* #*******, ****, or a GM supervisor.
  
  
  01/13/2024:  Another appointment scheduled with GM service center due the fact none of the GM service recommendations were repaired or replaced and the vehicle continues to run very rough, with loud sound due to need for turbo underboost, plugs and wires, and oil saturation repairs, originating from Suntrup GMC visit 11/09/2023.
  
  
  ATTENTION SUPERVISOR:
  
  
  THIS ISSUE REMAINS TO BE UNRESOLVED AND NO GM ADVISOR HAS FOLLOWED UP ON THE GM COMPLAINT FOR THE PURPOSE OF RESOLVE AND VEHICLE SAFETY.  I WAS MADE TO WALK AS A RESULT OF DIRECTION FROM A GM ADVISOR, ON A TAPED LINE 01/10/2024 AT APPROXIMATELY 5:17 PM.
  
  PLEASE RESPOND.
  
  
  1/16/2024: General Motors call, 4:21 pm, taped line.  Follow-up on case, Customer Care representative calling O’Fallon to inform of case and all needed repair to be completed under warranty (Turbo Underboost, plugs, wires, any items damaged).  Good faith offers sent via email.  Request for car rental receipts and Suntrup documentation (send via email).  GM Care representative advised against the vehicle returning to Suntrup due to multiple visits without resolve.
  
  This case and repairs are ongoing, unresolved.
  
  Sincerely,
  
  Patrice ********
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had my oil changed and tires rotated here and 6 days later I had a flat tire and my tire tool did not fit the lug nuts on the tires.  When I complained to my dealer  they told me the lug nuts had swollen up because of corrosion and that is why my tire tool didn't fit the lug nuts.I told them they removed and replaced all of my lug nuts 6 days ago and I told them my thought was that they either used the wrong tool or some other issue caused my tire tool to not fit. Either way, they should have told me my tire tool would not fit any of my lug nuts because of corrosion when I came to pick up the car. They should have told me before I was forced to replace all of them when my tire became flat.  I should not have had to pay 107 dollars to replace the lug nuts.

  Business response

  07/11/2023

  My service director contacted the customer to resolve this issue by refunding his $107.00 dollars he paid to replace his defective lug nuts. This was not a warrantable transaction due to time and mileage. I did explain to the customer that this was not damaged caused by us rotating the tires, but a known issue with this style of lug nuts on GM, **** and Chrysler products. They are nuts with stainless caps wrapped around and over time tend to swell. I am refunding the money as a goodwill gesture from Suntrup Buick GMC.

  Customer response

  07/12/2023

  I would like this complaint closed.  They have contacted me and I have received a refund.

  Customer response

  07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We dropped off our vehicle to Suntrup Buick on March 12, 2023. We told them very specific details of what our low mileage car was doing (@ 15,500 miles - 2017 Buick LaCrosse). (Wet mornings start car and put in reverse-big clunk-check engine light on-put in reverse and push down gas pedal and the car moves ZERO-floor gas pedal and car moves ZERO-car out of commission for days). We received very little communication unless we initiated. Finally, the tech said he felt it needed fuel injectors, which made no sense as the car had @ 15,500 miles on it and the symptoms we described didn't indicate fuel injectors. (We were told the check engine light which was on indicated a GENERIC error). We reluctantly agreed to the fuel injector repair. We picked up the car on March 23, got gas on the way home because the tank was on empty. Very next day, the same issues happened and the car did not run for 2 days. (Please note the time frame they had the car --- 10 days). We brought the care back in. They indicated "high alcohol levels" in the gas - but that was NEW gas (see receipt) so wasn't the issue we were experiencing for over a moth. We reached out to Buick customer service, who acted like they would intervene. Even when we asked the rep, she could not indicate anything specific they were doing on our car (sounded like she was reading just the noted in "our file"). We were informed there was a special warranty for the Pedal Accelerator Sensor. We requested that to be replaced. The dealership indicated the check engine light would have a different code if it was the Pedal Sensor. We said we realized that but one of the problems we were having was the exact description of what our car was doing. Dealership didn't want to replace the sensor but my husband insisted. This repair was done, and we have had ZERO issues with car since. We want our $ back for both repairs. Buick offered a random amount of reimbursement but we feel we are due the entire repair cost..

  Business response

  05/10/2023

  *** *****

  We have done all that we can do.

  Customer response

  05/10/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Suntrup charged us for a repair that did not fix the car and Suntrup charged us for a repair that is under warranty.

  
  Sincerely,
  
  ***** ************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was called on March 20th, 2023, about a vehicle they had in transit to the dealership. It was a vehicle I was looking for. I agreed to put down a ***** deposit on the vehicle. Which I did with a debit card on March 20th. A few days later my wife and I decided that we did not want the vehicle that was in transit, that we did not specifically order. I reached out to the dealership telling them we at the time didn't want to take on anymore debt, and that we would like our ***** dollars back. The sales person told me that the ***** was non-refundable. To my knowledge I was never told that, I never signed anything, their are no recordings saying I agreed to that. The salesperson then told me, which I have in text that the sales manager would be calling me to get my card number, to refund us the money. Today is now April 5th, and a week has gone by with no call. I have texted the sales person numerous times to get the name of whom I should speak with. Still no reply. Today April 5th I reached out to the dealership, and spoke with the new car sales manager. She explained that she never told the sales person that she would be calling me, and that they were not going to give me my money back, even though I hadn't signed anything, and I hadn't agreed to the terms of just giving them ***** if I cancelled wanting the vehicle. I don't want to pursue any charges, I'd just like my money back. Sales manager told me I should contact my bank to dispute the charge, which I thought was very unprofessional. If I would of signed something, or if they would of presented to me a recorded phone call that the ***** was non-refundable, then this wouldn't even be a issue. Basically they have stolen my money. I told the sales manager I would be filing a bbb complaint, and that I would be reaching out to my lawyer, and she told me to go right ahead.

  Customer response

  04/05/2023

  Picture of receipt from dealership when I was charged the *****.

  Business response

  04/19/2023

  Refunded customer 

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  04/26/2023

  the picture with the check says it needs two signatures, which I would assume the bank will not except just one. also I have yet to receive this check. 

  Customer response

  05/01/2023

  Today is Monday May 1st, and I am yet to recieve the check they have made out to me. 

  Customer response

  05/11/2023

  I finally recieved the check from subtropical. Thank you

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 29th 2022, I purchased a used vehicle from this company that came with a passed inspection report. One week later my brakes went out and I had to pay out of pocket for the repair. I was told that the car should not have passed inspection with the brake issues found.

  Business response

  09/08/2022

  1)Customer failed to notify or bring back vehicle to our servicedept.toconfirm any repairs if needed

  2)State inspections completed and passed.

  3)vehicle purchased as-is

  Thank you,

  **** *******

  Used Car Manager
  

  Customer response

  09/08/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  
                    IT was not possible that the car passed inspection, needing rotors and brakes in such short time limit one and one half weeks. front light is also out, vehicle ride suspension is in need of repair, if i put the old brakes end rotors back on the car it will not pass inspection needing head light brakes and rotors and suspension work that still have not been addressed. we are only talking about inspection. your co. said it pasted inspection which is impossible and you all knew it .                                                                                i bought the vehicle under the impression  that it passed inspection, Im under no obligation to take the car back to a place that told me that it passed inspection in the first place.
  Sincerely,
  
  ******* ******

*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. ↩