Dealer Drama - GMC Acadia Forum: AcadiaForum.net
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post #1 of 129 (permalink) Old 03-22-2017, 06:15 PM Thread Starter
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Dealer Drama


Hello all,
I was searching for a place to post my GMC story and to let people know what's going on with me and my GMC Acadia.
First of all, we love our Acadia. We have 3 kids and it's been the perfect vehicle for us.

Recently though it started running rough at red lights. We also, at the same time, noticed a knock under the body of the vehicle when turning or accelerating.
We bought the vehicle used and have a third party warranty so we called them and they instructed us to go to PepBoys.
..long story short on Pepboys, they kept it a week and couldn't figure out the problem and referred us to the local GMC dealership, Quebedeaux GMC Buick in Tucson, AZ.

That's when the REAL trouble began.

Our service guy at the dealership was named Rickie and by day 3 or 4 it was pretty clear he was just a flat out liar.
He told us the timing chain was bad and we needed a whole new engine. He had called our warranty place and they needed to send an inspector out to examine the faulty parts and decide if it would be covered.
So we waited a few days (all the while paying for a rental car because Rickie claimed they didn't have any loaner vehicles).

After a few days I called back and Rickie said "Your warranty company decided not to cover it, but don't worry, I was able to find a gear that was recalled that allowed me to get the whole engine covered!" So we will be replacing your engine and we will give you a call in a few days." But he also said the knocking noise was lower control arms that needed to be replaced and he quoted me $2300.

This seemed like great news about the engine (We would be going from 97,000 miles to a new engine), but terrible news about the control arms.

I decided to call some part stores to see if the parts we needed really cost as much as Rickie told me. Now keep in mind, I expected some mark up for being at the dealership. The parts through Quebedeaux were $1458.02. The same parts through O'Reillys were $565. I initially decided to buy the parts and take them to Quebedeaux. ..Then I realized, if they are overcharging THAT much for the parts, how much are they overcharging for the LABOR?

So back to the timing chain issues, I called our warranty company just to verify and to try to at least get them to cover our rental. They informed me Rickie called them, but only asked if they would cover the control arms. He never mentioned anything about the engine at all. ...Nor did they ever send out an inspector!

So I called Rickie back to ask him about this and he said "no, I said they MIGHT send out an inspector (a lie). ...and I never mentioned the engine to them because I knew it wouldnt be covered."

I explained to him that if they aren't given a chance to cover it, then they won't cover our rental car. I suppose he didn't care.

Fast forward several days and I decide to call Rickie and see how the new engine install is going. He says, "good news, it's almost done. We just have to finish up and wash it and it'll be ready by noon tomorrow. I will call you in the morning."

He didn't call in the morning.

I waited until I was on my way to work and called to see if I could pick it up. They said Rickie is off today and his notes say it won't be ready until Friday. This was per someone else in service named Enrique.
WHAT? WHY?

I don't know his notes don't say why.

BUT HE JUST TOLD ME YESTERDAY IT WOULD BE READY TODAY

I'm just telling you what his notes say.

SO IS ANYONE WORKING ON IT?

I'm not sure.

okay..so at this point I decided to stop in there on my way to work. I walk into the service center and say to a guy named John:

"I NEED TO TALK TO ENRIQUE"

Enrique is off today

I JUST TALKED TO HIM LIKE 10 MINUTES AGO ON THE PHONE!!!!!!!

(Blank stare)


NEVERMIND. WHAT'S GOING ON WITH MY VEHICLE??

I'll check. please have a seat in our waiting room.

I look to my right where this guy is pointing and behind a glass wall are about 15 people looking miserable and lost.

I'M NOT WAITING IN THERE. I'M ON MY WAY TO WORK.

okay, let me call dispatch...

He talks on the phone to someone for 30 seconds and comes back and says:

They are still getting the same error code.

HOW DO YOU REPLACE AN ENTIRE ENGINE AND STILL GET THE SAME CODE?

I'm not sure but I'll have Rickie call in the morning.



I think at this point I cussed a few times and walked out.


Fast forward to today. I call Rickie (Because he never called me in morning as John promised) and I keep getting his voicemail.

After 4 attempts he finally answers and says "I'm on the phone with your warranty company (I've heard this one before), and I'll call you back in 10-15 minutes".

I decide to use the time to call my warranty company and see if he's actually calling them.

Spoiler alert, he isn't.

He hasn't called. He isn't currently calling. He isn't talking to any of us.



I decide to start a chat with GMC customer service. I tell them all of the above and they say, please hold 7 minutes while I call that dealership.

When they come back they say, he's waiting to hear back from your warranty company.

NO HE ISN'T. WE JUST COVERED THIS!!!!!!!!!!!!!!!!!!!!

I can see this issue has escalated. I will have Senior advisor Ashley call you later today.



So I came here to type this out and as I'm typing, Rickie calls.
He says:

great news, I finally got your warranty company to approve a new engine!

(((WHAT THE HOLY F------ IS HAPPENING HERE? AM I IN THE TWILIGHT ZONE?? he already said he replaced the engine. now I get a NEW new engine?)))

I don't even know how to reply. I just sat there dumbfounded and he continued:

I also got a rental car covered for you until we get the engine installed.

(Nevermind that we already spent about $400 on a rental up till now that won't be covered).

so I just said okay and hung up. I don't see the point in talking to someone who is just going to lie every time they talk.

I'm waiting for senior advisor Ashley to call. I wonder if she will.


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post #2 of 129 (permalink) Old 03-22-2017, 06:30 PM
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Re: Dealer Drama

Sorry you're going through all of this. It's an interesting story, to say the least. Maybe the forum's GMC Customer Service rep will pick up on this and offer you whatever assistance they can.

2007 Acadia SLT-2, 'HiYo' Silver outside, Titanium/Ebony inside, no NAV, no HUD, no errors
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post #3 of 129 (permalink) Old 03-22-2017, 08:15 PM Thread Starter
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Re: Dealer Drama

**UPDATE**

I called my warranty place to verify some of what Rickie is now claiming and they said he finally DID call (just 30 mins ago and AFTER GMC customer service called him reference our chat) and they are looking into possibly approving a new engine. It isn't yet approved.
They also didn't approve any rental car so he was lying about that too.

They looked into it while I was on the phone and approved 2 days of rental while they decide if they will cover the engine.

Ashley, the senior advisor for GMC did not call me today as GMC said she would.
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post #4 of 129 (permalink) Old 03-22-2017, 08:36 PM
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Re: Dealer Drama

Just to be clear, what year is your car? I don't see it in your initial write-up.

2007 Acadia SLT-2, 'HiYo' Silver outside, Titanium/Ebony inside, no NAV, no HUD, no errors
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post #5 of 129 (permalink) Old 03-22-2017, 08:39 PM Thread Starter
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Re: Dealer Drama

2009
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post #6 of 129 (permalink) Old 03-22-2017, 09:13 PM
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Re: Dealer Drama

Ah ha! The thot plickens.

Your story has more holes in it than a pin of Swiss cheese.

The entire failure of service seems to rest on the warranty company. If you bought your car and extended warranty policy through a dealership, why would the warranty company send you to Pep Boys for a repair? Why would you call the warranty company first anyway?? No one calls the warranty company first - that's plain stupid! Usually, anyone who has a problem with their car they feel could be a covered repair returns to the dealer from whom they purchased the car, or takes the car to another service center specializing in that brand. The service personnel then review your coverage, work with the warranty company on your behalf, and advise you on the course of events to get you back on the road.

You're free to give out the name of the dealership, their service personnel, and the GMC rep. Why can't you do the same with your warranty company? Some of these third party warranty companies are notorious for jacking around their customers and the people who are trying to repair the customer's car. This could be one of those instances. Either that, or you're jacking us around with some made up complaint!

2007 Acadia SLT-2, 'HiYo' Silver outside, Titanium/Ebony inside, no NAV, no HUD, no errors
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post #7 of 129 (permalink) Old 03-23-2017, 05:24 PM Thread Starter
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Re: Dealer Drama

Great investigative work, Speleos. ....You have it ALL figured out.
oh wait, no you don't.

I bought it used through a different dealership. ...and that's what they require, that I go to pep boys. ..unless I want to pay a higher deductible i later learned, but pep boys couldn't fix it and referred me to the dealership and the warranty company was advised. I DID actually call my original dealership first and they said to call warranty company. Warranty company said to go to pep boys...

The warranty company is called Drivecare, I didn't realize you wanted that.


Why on earth would I make this all up?

If it's the warranty company lying then please explain why the dealer would tell me THEY are coving a new engine and tell me they are installing an engine then not install an engine and 2 weeks later say the warranty company will cover a new engine. I called him for updates and he said they were installing it!!!!



Anyway.....

***UPDATE***

Ashley from GMC called this morning (Not yesterday as promised) and gave me the scripted reply: I understand why you are frustrated, blah blah blah.
She insists that even though the dealership's flat out lies cost us $400, they won't cover rental because of their policy (since its not still under original warranty).
She's looking into the issues and will call back tomorrow.
Anyone wanna bet she won't?
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post #8 of 129 (permalink) Old 03-23-2017, 05:41 PM Thread Starter
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Re: Dealer Drama

***UPDATE***

Rickie just called (actually he called while I was answering Speleos's post). He says great news, the warranty company (that we now know is called Drivecare) covered a new engine.

Am i in Groundhogs day? Remember how he said the same thing yesterday?

The difference is, THIS TIME IT'S TRUE! I called Drivecare to verify it.

SO...... as stated, if he had just asked them to cover it the FIRST TIME instead of lying as claiming he asked. ..and lying and claiming they sent an inspector when then didn't. and lying and saying they denied it, then we would be $400 richer AND we would have our car back by now.

Oh and I asked him what he's been doing for 2 weeks while he claimed to be putting an engine in and he said they were tearing it down which takes a lot of time.

So I'm not sure why he would say at one point that it will be ready tomorrow by noon.

I also told him I am working with GMC to try to get them to cover the rental since it's his fault it took so long and he actually advised me to leave that alone and just take the free engine.

BUT THE WARRANTY COMPANY IS COVERING THE ENGINE, COMPLAINING TO GMC WON'T CHANGE THAT.
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post #9 of 129 (permalink) Old 03-23-2017, 07:10 PM
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Re: Dealer Drama

Drivecare, eh? Guess the purchase was made at a Drivetime dealer, too. If so, thanks for the warning!! To all forum members: Caveat Emptor.

2007 Acadia SLT-2, 'HiYo' Silver outside, Titanium/Ebony inside, no NAV, no HUD, no errors
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post #10 of 129 (permalink) Old 03-23-2017, 09:01 PM Thread Starter
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Re: Dealer Drama

to all forum members named Speleos: Tu stultus es

The vehicle was fine when we bought it ....over a year ago. And the warranty is fine. The problem, as laid out above, is the GMC dealership.


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