ComplaintsforAutoNation Buick GMC Park Meadows

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Feb 17 2024, we purchased a 2021 ********** Atlas from AutoNation GMC Buick Park Meadows (AutoNation). At the time of purchase AutoNation indicated that they would handle repair of an issue that prevents the trunk door from latching along with a scratch to the front drivers side door, in addition to other concerns. The door was repaired at AutoNation on 2/19/24, but the quality of the repair was not satisfactory per inspection from two different auto body shops (********************* ********** and Status Symbol Auto Body, both in Colorado Springs). Specifically, the repair performed on the drivers side door left the panel too thin, and it is the opinion of Status Symbol Auto Body that the panel in question should be replaced. We notified Autonation of our dissatisfaction on the door repair several times, and as of this date have received responses indicating they would not pay for repairs outlined in "we owe" documents. We have obtained an estimate (attached) from Status Symbol Auto Body for the cost to repair both the issue with the trunk as well as to re-do the repairs to the drivers side door. As of now, this work is scheduled for August 2024. We were told by several Autonation employees that we could take the vehicle to any auto body shop that is convenient for us and AutoNation would fully reimburse wherever we went for the cost of the repairs. It is our expectation, based on the representations made to us by AutoNation at time of purchase and in subsequent telephonic communications, and the fact that AutoNation covered other repairs agreed upon at the time of purchase, that these repairs will also be fully paid for by AutoNation and that we will incur no expenses related to said repairs. This has not been fulfilled by AutoNation and they have in fact notified us that they will not being paying for any repairs on the vehicle.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a vehicle on 4/22/2023 from this dealership from the salesperson, *****************************. When we purchased the vehicle, the dealership agreed to order a part that was missing on the vehicle (front-end fog light housing) and fix the driver's side electric mirror as it won't adjust when the button is pressed. It has almost been a year, and I've contacted them multiple times by phone, email, and in-person visits. I keep getting the runaround and have been told on multiple occasions that the part has been ordered, but the parts department cannot find that it has been ordered. I spoke with both the sales manager and salesperson (*******) multiple times to get this remedied. Today, 4/16/2024, I went in-person (AGAIN) and tried to order the part myself. They refused to order it unless I paid for it, which is not what was agreed to on 4/22/23. I also set up a service appointment to try to get the mirror fixed since the sales manager and ******* are not helping out. While I was there, I ran into ******* and he once again told me that he had ordered the part (even though the parts department does not see that is the case and has no record of it) and then tried to say that I can't do the service appointment for the mirror because he doesn't know if they will have the part even though this has been ongoing for a year THIS month. The vehicle was $56,800, we had our own financing, only looked at and purchased this one vehicle. We just want the part we were promised (front-end fog light housing), and the mirror fixed as promised.

  Business response

  04/20/2024

  Good afternoon this deal was completed 1 year ago they would have returned the part by now, the customer lives 15 minutes away this could have easily been rectified within the time limit of the we owe which is 90 days from time of sale. I looked at our call logs and dont see any correspondence since back and forth on this subject. 

  Customer response

  04/25/2024

   
  Complaint: 21583441
  
  I am rejecting this response because:

  I'm not sure what "phone records" the person is looking into as I have called multiple times, sent multiple emails, and also showed up at the dealership multiple times.  At one point during this mess, I spoke with *******************, Sales Manager, who assured me that he would get this taken care of and that he would get back to me.  Of course, he never contacted me again. Thankfully, they fixed the mirror on Monday, so that is one issue resolved.  The MISSING part could not have been in your words, "returned by now" since it is MISSING.  We have been told since the beginning of this ordeal that the part has been ordered.  Each time we follow-up (phone call, email, in-person), they tell us the part is on back order.  ***** that's what this business does so that they can weasel out of ordering a part that they agreed to order since it was MISSING when the vehicle was purchased.  Unfortunately, most of the emails that were sent for status of the part were sent from my email address from my prior employer.  The only email I have is from August 13, 2023, which shows that we were under the impression the part was still on back order as of August 2023. (The only way for us to have that understanding was because we were told that.)  The email body requests that ***** call on 8/14/23 since this was still unresolved and of course he did not call.

  Instead of arguing and refusing to accept responsibility, just order the part that is owed to me!  This back and forth has been going on way too long and seems to be standard for this establishment, which is why I thought maybe the BBB could help get this resolved. But, it seems that the company wants to argue and make up lies.  Just order the part and we can all move on.

  ***************************

  Business response

  05/03/2024

  good afternoon our we owes do not last a year and you live very close to the dealership so i can't believe this could not have been resolved within a reasonable time frame, so if you want a new mirror, it would be at your expense. 

  Customer response

  05/03/2024

   
  Complaint: 21583441
  
  I am rejecting this response because:
  

  You are obviously not reading the messages I have sent, and instantly just refuse to accept liability.  The mirror was replaced by the dealership on May 13, 2024, so that is not longer an issue.  I have been trying since we purchased the vehicle to get the missing front-end fog light housing.  Each time I came in, sent emails, called, spoke to the manager, etc. since the purchase of the vehicle, I was told it was BACK-ORDERED.  So, how was I to get a part that I kept being told was back-ordered?  Certainly not for the lack of trying!  

  Telling lies to customers must be the way your company operates.  As once again, we have been contacting by email, calls, in person, and spoken to the manager since we purchased the vehicle, and EACH time was told the part was BACK-ORDERED.  How was I to know that I was being lied to in order for you to not get the part that I was told you would?

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle on April 27th. Three weeks later, the vehicle broke down and was not drivable; I had the vehicle towed to the dealership on May 26th. It is now September 25th - i.e., 111 days / 16 weeks after the it was dropped off for service - and I am still without the vehicle. No progress has been made, and despite various attempts to reach out for actual updates/ETAs I have been consistently brushed aside. Beyond the lack of communication, I was routinely told that every new part/piece of equipment must be paid for by me out-of-pocket, even though the vehicle was under two separate warranties. Only when I pushed back multiple times and provided copies of all my jointly executed documents would they admit that they would pay for the service/parts that were always their responsibility - otherwise, they would have been readily (and enthusiastically) extracted more money from me via these dishonest claims. Moreover, even though I went out of my way to deliver the vehicle back to this specific dealership to ensure everything would comply with the two warranties, the dealership's service team just waved the white flag and told me after the fact that the vehicle had already been transferred to some other service center across town.I have a fianc and a 17-month-old daughter who are stranded at home during the day because our family only had one vehicle this entire time and I work full-time in *******, **. I have had to miss work many times due to lack of transportation, putting my job & consequently my family's financial security at risk, all due to the apathy of the AutoNation Buick GMC Park Meadows team. Although I have explained all of this multiple times to several different employees, and despite my many requests, they have refused to provide me a "loaner"/temporary vehicle, and I have (in as many words) been told to stop asking - all of this under the pretense that my car would be fixed imminently, and that they didn't have any vehicles to spare.

  Business response

  09/16/2022

  Customer purchased a vehicle from us back in April.  A month later vehicle had an issue.  It was towed into our GMC store *** 31st.  The repair needed to be done at a ********** store.  We payed to have it towed to *******************.  Once diagnosed by ******************* on June 2nd it needed a module that was on backorder.  They have been trying to get the part for the repair ever since.  I have been in contact with the customer over the past 2 days.  Nothing was done wrong on our part.  We have been pushing on ******************* to get the needed parts.  No warranty or rental car coverage was purchased but the vehicle did come with a 90 day limited warranty that is covering the repair.  I have been trying to get an available loaner vehicle to help.  We tried other aftermarket options for the parts but nothing available.  We have paid $120 to ******************* for a (red order) which pushes the parts order to the top.  In addition we are coving the 90day warranty deductible of $200.  We are doing everything we can to get this car done.  Not sure what more we can do.  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2017 ram truck 2 months ago I didn't notice that it had hail damage to the top if the cab I been trying for 3 weeks to see if they are going to fix the problem and haven't got an answer

  Business response

  01/05/2022

  We have agreed to offer a partial goodwill repair on **************************** 2017 Ram 1500.  Damage to this vehicle was not noted in our original inspection or at delivery to the customer.  ********************** is committed to great relationships and overall customer satisfaction.

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