ComplaintsforSakelaris Buick GMC of Lebanon

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my GMC Acadia Denali in to the service department for a diagnosis on 3/22/24. I asked the service manager ****** specifically ( multiple times) to have the tech drive the vehicle. I explained what it was doing and told her that the tech would have to drive it as there were no engine lights on. They scanned the vehicle but did not drive it. They swore all my issues were caused by a fuel pump. I agreed to have the repair done and scheduled it for 3/26/24. Upon arriving for the appointment I once again ask for it to be driven before any parts were thrown at it. ****** told me since it was on empty they could not drive it. ( I was told to bring it in on empty) The fuel pump was put in, once again I requested they drive it. ****** stated she drove it and there were no issues. Upon driving the vehicle home I noticed the vehicle was doing the exact same thing, but worse. The vehicle was not fixed. I called ****** on 3/27/24 and tried to explain it was not fixed and was actually running worse. ****** got very defensive and stated the computer stated it was the fuel pump and if there were other issues I would have to bring it back for more diagnostic testing and pay for all further testing and repairs. I tried to explain to her that I requested they drive it before any repairs not just after so they new what it was doing. I explained it was still doing the exact samething. She stated they followed protocol and put in the part the scan stated. When I tried to explain that they did not fix my vehicle they actually made it worse she got very defensive and stated again they followed protocol. She did not want to even discuss the fact it was not fixed, she actuly suggested i take it somewhereelse. . Since having it "Fixed" it is running worse than before and has now thrown engine code. I am covered if I return the vehicle they will do further damage to it. I spent all that money and my vehicle is in a worse mechanical state.

  Business response

  04/16/2024

  Hello, I would like to reply to the concern of ************************, referred to as *** going forward in this reply, below from our service writer ***************************.  ****** is a long-time service employee at our Sakelaris Buick GMC dealership:  

  The customer ******************* came in for a concern of unusual engine noise while driving and also a sputter concern. I asked her if the concerns happened at any certain speeds. She told me that it happens at highway speeds as well as lower speeds. After technician diagnostics was performed, we found one current *** set in the vehicle. By electronically testing the vehicle, the fault code showed up specific to fuel pressure. The *** code was P2635, which states the fuel pump module detects an anomaly within the fuel pressure. Technician then followed SI document ID#******* and performed circuit system testing of the fuel system. This is General Motors service bulletin to specifically circuit test the fuel system, of which it was 100% determined that there was a bad fuel pump. After testing/diagnostic technician determined internal failure within fuel pump and the fuel pump was authorized to be replaced by the customer.

  The technician and myself, test drove vehicle with no issues. So, there was in fact a test drive of the customers vehicle after the repair, and all drove out as it should.
  The customer did have a concern about the "said" sputter after fuel pump was replaced and paying a few hundred dollars. *** also let me know she had recently purchased the vehicle used within the last month from ******* Auto. The vehicle had ******* miles at the time of our repair. I assured her that the fuel pump was BAD and myself and the technician could not duplicate any shutter or sputter concerns after replacement of the fuel pump. I informed her of transmission maintenance PER VIN and PER MILES if she does happen to feel a concern regarding a shutter or sputter after repair then a transmission maintenance is recommended.  We both agreed to schedule a transmission maintenance in the future if the sputter persist. 
  Again, she recently purchased the vehicle, has no records of previous owner performing transmission maintenance. 
  
  I'd also like to mention we helped this customer out in cost of total repair. The repair was discounted in parts around $300.00 and labor around $150.00.
  
  If repair order notes and parts quotes are needed, please let me know. 
  
  ***************************
  Service Advisor
  Sakelaris Buick GMC of Lebanon
  2400 Evergreen Pkwy
  Lebanon, MO 65536
  *************

   

  I wanted to include the above information from our employee ****** as it turns out that there is a bit of a difference in what really happened.

  1. The customer authorized our dealership to diagnose her vehicle.

  2. It was determined 100% that the vehicle needed a new fuel pump, the pump was authorized and replaced

  3. Our service team discounted the parts and labor when there was no need as the customer just bought the vehicle used elsewhere with over ******* miles on it, we just did this as good will for the customer.

  4. The vehicle was driven by both *************************** and the mechanic that fixed it, and the vehicle operated as it should. 

  5. It was recommended that the vehicle may need additional service on the transmission should the customer notice any other surges as it was due for maintenance and service, the customer agreed to do that, but has not.

  We explained to the customer that we must fix what we find and determined to be bad.  We had found the fuel pump, to be bad, so it was replaced.  Additionally, there could possibly be even more wrong with a ******* plus mile vehicle but the vehicle ran as it should when it was test driven and when it left, and the bad fuel pump was replaced.  If there are additional concerns, we would be glad to diagnosis and give an estimate to repair.  It was noted to the customer, that for starters that the vehicle was due for a transmission service. I would recommend getting that service first and determine if the issue still exist. That very well may solve the issue. If it does not, then again, we would be more that glad to charge for a diagnosis and charge for the repair, if the customer choses to have us do the work, 

   

  Thanks

  ***** Sakelaris

   

  Customer response

  04/20/2024

  The fuel pump WAS NOT the issue. It is in fact the catalytic converter that was causing the low fuel pressure. The vehicle WAS NOT test driven prior to repairs as I requested. Upon voicing my concern before the repairs I was told since I brought the vehicle in on empty as told by ****** they would not be able to test drive it. The vehicle was in fact doing the exact same thing when I left the dealership and upon calling ****** the next day to voice my concerns I was told well you needed a fuel pump anyway and I told you that. In fact that was not the issue. They vehicle actually runs worse than beforetjis dealership touched my vehicle. As for the "discount" I could have purchased the exact same fuel pump ****** less had I gotten it myself. 

  Customer response

  04/20/2024

  Complaint: 21521785
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a brand new 2022 Acadia last year. Since then we have have has a number of oil leaks and GM states that they can not find. Paint is peeling drivers side panel and the hood and the chrome is peeling away from the grill and the hood. When I called GM today they said that it is all under warranty work and GM may or may not pay for it. This will be the fourth or fifth time it has been in the shop. I would like for this to be dealt with appropriately I would like for these issues to be repaired.

  Business response

  09/26/2023

  I am responding to the complaint of Mrs. ******.  We are a full-service Buick GMC dealer in Lebanon MO.  First off, the vehicle Mrs. ****** is under factory warranty from GM.  Items covered under the warranty can be fixed or repaired at our GM location or ANY other GM location nationwide.  The complaint of the paint that is "peeling" on the driver's side panel and the paint that is peeling on the hood and grill was determined by GM to be rock chips or chips caused by impact of something, which unfortunately is not under GM factory warranty.  As a General Motors dealer, on any paint, chrome or glass damage, we are required by GM to digitally picture any concerns and email those photos directly to GM for their review and decision of whether the damage is warranty or not.  

  In this case, we took the pictures and sent them to GM and GM determined that the chips were NOT under the vehicle warranty because they were rock chips or impact chips.  This is never covered under the factory warranty.  We, at the dealership had determined the same thing, before we sent the pictures and told the customer, but we went the extra effort to confirm with GM. GM declined to do the repair under warranty.  Unfortunately, GM makes the final decision, not our dealership.  This same decision would have resulted had the customer took their vehicle to any Buick GMC dealership in the United States. No different than if the vehicle had a rock chip in the windshield.  That would be an insurance claim, not a warranty claim.  

  As far as an oil leak, if we can verify the concern or condition, and the issue falls under the factory warranty, our dealership will be glad to fix the issue.  At any point that the customer wants a second opinion or feels they would be happier to take their vehicle to another GMC dealer, their factory warranty will be honored at any GMC dealer in the USA. But to summarize the issues with paint and chrome are not warrantable repairs.  

  Please let me know if you have any questions.

  Thaks 

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

  Owner

  
  
  

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