ComplaintsforEagle Chevrolet Buick GMC, LLC

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 GMC Yukon Denali from Eagle Chevrolet in May of 2024. Before I drove nearly 4 hours to the dealer's location, I got assurances from the salesperson that there were no damage or issues with the vehicle at all. I specifically asked if there were any scratches dents or issues before I made the drive. When I arrived at the dealer it turned out that the rear right door and fender had impact damage to it. Also one of the left rear door hinges were broken. The manager offered minimal reduction in price and did apologize for the misinformation. However the manager did not initially stand by the interest rate quoted and only after hours of negotiations, finally agreed to giving me the interest rate previously agreed to, but only if I purchased the $2,500 extended warranty. The dealer offered free lifetime drivetrain warranty on the vehicle and that was one of the reasons I felt it was safe to purchase a vehicle from them. After less than a month it turned out that front differential needed a complete replacement. The extended warranty did not cover the full amount and the dealer did not want to stand by their lifetime drivetrain warranty, even though they had initially assured that they would at time or purchase. Their excuse was that I would have to drive the 4 hours to their dealership for them to honor that lifetime warranty. I was therefore forced to pay the difference between what the extended warranty company covered and the actual cost of the differential. This additional cost was over $1,200 and the dealer refused to cover it. Interestingly while talking to the warranty company, they said the dealer could ask them to cover it but it was all up to them to make that decision. I want the dealer to cover my $1,200 as they should have with their extended drivetrain warranty guarantee. Within that month it also became obvious that the alignment was so far off that the tires need replacement. That is an additional $1,300 replacement cost.

  Business response

  09/23/2024

      I read over this complaint and took the time to contact the warranty company to get the other side of the story so I would be totally informed on what happened. I found it unusual that the Warranty company, that we use, would have only  After they researched it, this is their reply to me:

  "Figured out the issue with this one. The OEM differential was not available
  so the repairing dealer opted to go with an aftermarket replacement which
  was more expensive than the OEM unit. We do not pay over MSRP for parts
  regardless of why the part costs more. We advised the repairing dealer that
  if the customer wanted to use the aftermarket unit they would be responsible
  for the difference in part price.

  In this case the OEM unit was $1,609.54 and the aftermarket unit was
  $2,543.00 difference of $933.46 + tax of $91.01 = $1,024.47. The customer
  was also responsible for a $200.00 deductible so their total out of pocket
  was $1,224.47."

  Warranty companies set guidelines that they follow and this was how it should have been explained to the customer by the repair shop that he took it to in Tennessee. The decision was made, down there, to stay with the aftermarket company's part and this was the result of that. As far as the alignment goes, here we are 5 months later and I am just being informed about this. I can only assume that if the vehicle was that bad out of alignment when the customer came up to look at it, he would of notice considerable wear on the tires as he noticed the other damage that he mentioned. We didn't warranty the entire vehicle, the warranty that came with it covered the powertrain. There is no clause that includes any accommodations for alignments or any other adjustments. Had the subject of the tires needing to be aligned, come up before the vehicle was purchased and taken to Tennessee, 5 months ago, we would certainly have made some kind of adjustment to the customer's satisfaction.

   

  Customer response

  09/23/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Their excuse that OEM was a cheaper option is nonsense, considering no OEM options exist. GMC stopped making the front differential, so an aftermarket one was the only option. When a business offers a drivetrain warranty, the customer expects the full real world costs to be covered in the event of an issue with the vehicle. Not just a made up has been cost from when the part was still being manufactured. Eagle need to stand by their warranty and cover the full cost of the repair. As for the alignment. It wasn't until now it became apparent by tire wear, that the alignment was far off. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on June 28th. The process went seemingly at first. We purchased knowing the screen needed fixed. They kept the vehicle to have service check it. Upon picking it up 3 weeks later (after hours - a whole other story) it DID NOT have a temp tag. We had to call and have one mailed. Finally 4 weeks later I could drive my vehicle. Now, here we are 2 months later with the temp tag expiring soon and no word on my permanent plate. I have called several times and get told I'll get a call back with answers. I have never once received a call back. The lack of communication with this business has been a nightmare. It shouldn't take 2 months to get this taken care of. We have dealt with other dealerships who get things done timely.

  Business response

  08/26/2024

  I left a message for ***** at 1:40 pm today. I am just waiting on her response to let her know when she can expect her tags. 

  Customer response

  08/26/2024

  
  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. I called *** ***** back. He informed me of the situation and when I can except my permanent plate. He offered his personal cell and told me to reach him if I had any other issues. He even told me to reach out when I needed an oil change and he would get that taken care of for me. Jim has been very helpful in getting this resolved for me.
  
  Sincerely,
  
  ***** *******

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• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership has had my vehicle since march and still waiting on proper repairs and repair of damage that occurred from an employee parking my vehicle.

  Business response

  10/04/2023

  The customers vehicle is perfectly safe and able to be driven. The part we are waiting for is cosmetic in nature, and the parts shipping process is beyond the control of the dealership. We are happy to repurchase the vehicle from the customer at it's current KBB value, or repair it at no cost to the customer. There is no reason that the vehicle cannot be driven safely by the customer until the repair is accomplished.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, we purchased an extended warranty when we purchased a used 2021 GMC Yukon Denali with approximately 32k miles which was still under factory warranty of 36k miles and 3 years. I was told multiple times this warranty would add an additional 100k miles bumper to bumper from the current mileage giving total coverage to approximately 132k miles. After multiple requests to receive confirmation of the warranty I was told the warranty only would cover 75k additional miles, not the 100k additional miles as I was told. Further, after reviewing the paperwork I discovered the warranty paperwork had been incorrectly marked showing the vehicle's original manufacturer warranty as expired., when in fact, the warranty was still active. I believe this mistake resulted in coverage dropping from the 100k additional miles warranty for cars still under manufacturer warranties to the 75k warranty for vehicles whose original warranty had expired. I have attempted and failed to have this situation looked into by management, but have received no response. It is my belief that at best this was a simple mistake that can be easily resolved or at worse a case of fraud where the dealership knowingly and deceptively overcharged for an extended warranty by purposefully marking a incorrect warranty status on a vehicle that resulted in increased cost and less coverage for the customer and more profits for them.

  Business response

  07/26/2023

  ***** and ******** ******* purchased his 2021 Yukon Denali from us On December 19 of 2022. They agreed to purchase a 4 year, 75,000 mile extended service contract. The contract is expires on December 19 of 2026 or when the vehicle hits 108,602 in mileage. The extended service contract was explained very thouroughly on coverages, mileages as well as time. Once again, ***** and Brittany both agreed to the terms of the extended contract and signed stating such. The contract does have personal information which is why we are hesitant to upload to BBB but will do so if absolutely needed.

  Customer response

  07/26/2023

  
  Complaint: ********
  
  I am rejecting this response because the dealership's response does not address my claim.: This is not a case of he said/she said or buyer's remorse.  My complaint is due to the wrong information being marked on the paperwork by the dealership when the warranty was purchased thereby resulting in less coverage at a higher price.   On March 24, I emailed ***** ****** the finance manager about this mistake believing that may have been the reason coverage was dropped from 100k additional miles to 75k additional miles and asking for clarification.  I received no response and followed up again on April 7th.  Again, no response.  Since then I have called with no success hoping to speak with a manager. Under the circumstances, I feel it's reasonable to suspect foul play.  The price of $4k charged for the warranty did not change.  My concern is that by deflating the coverage from what was discussed, this in effect inflated their profits when the warranty was sold which is fraud.  Incorrectly marking Pre-Owned with no factory warranty for a 2021 vehicle in 2022 with less than 33k miles is clearly and undeniably a mistake with documented evidence.  My question is: 1)what was the cost for that mistake and 2)why would the dealership not be willing to explain or correct this error?

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

  Business response

  07/26/2023

  Attached is a signed Extended Service Contract with identifiers blacked out to protect the privacy of our customer. Eagle Chevrolet GMC has been upfront with cost and coverages to customers. No other agreements were negotiated.

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: no explanation given on why Plan status was incorrectly marked on warranty paperwork.  Vehicle purchased was a 2021 GMC Yukon with 33602 miles.  Would this not be Pre-Owned with Factory Warranty Remaining since GMC are 3 years 36k miles?  Why was Pre-Owned marked instead?  
  
  Sincerely,
  
  ***** *******

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