Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought car to Barker Automotive on 6-20-2024 as air conditioning was working intermittently and stopped working completely on hot days. Was charged and paid $1,358.21 to fix the issue. The exact issue returned the next day while driving the car, and therefore was either misdisagnosed or incorrectly repaired.
  
  Returned to business to try and fix the issue a couple of weeks later. Was told by Service Advisor ***** **** that the car was an older model (2013), and his technician doesn't do a lot of work on them. I was told their computer was not registering the issue my car continued to have. I have many independent witnesses who will tell you my air conditioning has not worked properly before taking to them or after taking to them. I was further told they can try to re-diagnose and fix the problem again, but I would be charged for that work as well. I expressed my displeasure with paying for work that did not fix the issue.
  
  I tried a third time and called the business a couple of weeks later and discussed the issue again with ***** ****. He again reiterated that they can try to re-diagnose the original issue, but I will be charged for the work in doing this. I asked about the $1,358.21 I already paid and reminded him that the issue was not repaired. He was quiet, unsure how to address, and told me that he'd get back to me. I have never heard back from him again.

  Business Response

  Date: 09/23/2024

  ** ***** Found leak on high side pressure hose, have to start repairs on leaking parts to make sure system has correct amount of refrigerant. Customer was advised to bring back when temps are warmer and also if able to gather more information on when concern happens.

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response because:I was told to bring the car in and they will re-diagnose the issue to try and determine the cause again.  However, I would need to pay again. I paid $1,300 for a misdiagnosis once already and was not refunded.  They said I will need to pay again if they figure out what is wrong this time.  I'm not looking for them to make another incorrect diagnosis and charge me again.  I'm already out $1,300 for a fix that didn't work.  This is obviously some sort of scam.  I told them the issue was with the actuater switch the first time I brought it end, but they insisted it was something else.  They were wrong, and I'm out the money. 

  They'll keep misdiagnosing, and I'll keep having to pay until they get it right.  Do you see why I'm skeptical since they have $1,300 of my money already and the AC hasn't worked since I brought to them to fix the first time.  Now, they have the gall to say, "bring it back, we'll try again".  They'll also charge me again. This is completely unfair and fraud of a consumer.  
  

  
  

  Business Response

  Date: 10/03/2024

  Good morning,

  My name is **** ******* and I am the General Manager of Barker Motor Company.  I am so sorry you have had this experience at our dealership.  Not the type of service we are trying to provide our community.  I have been looking into your situation and speaking with the service team.  I would like to offer a free diagnosis to try and figure out with is going on with your vehicle!  Once again I am very sorry for your experience and us not getting it fixed the first time.  I hope you can accept my apology on behave of our business. 

  After researching and speaking with our service department, I came to the conclusion that the repairs that were done to the vehicle needed to be done because of what they technician found.  Even if it didn't fix the problem completely it would still have needed to be done or the problem would have also continued.  That being said we still did not fix your concern.  Once again, I would like to offer the free diagnosis as a way to show we want to try and help make this situation right.  If more repairs are required after we diagnosis the vehicle those repairs will be at your expense but I want to offer the free diagnosis so all of us can get to the bottom of what is going on with your vehicle and take the next step to fixing it properly for you.

  Once again. . . I am very sorry for your experience so far.

  Thank you,

  **** ******* 

  Customer Answer

  Date: 10/08/2024

   I am rejecting this response because:
  Hi ****, thank you for admitting that you provided a service that I did not request.  I brought my car in because the actautor switch was bouncing back and forth, thus causing the air conditioner to manfunction and incorrectly read that my air conditioning should be off.  After driving for 30ish minutes on a hot day, the cold air turns warm.  That was the issue and is still the issue.  

  If I brought my car in to have the tires rotated and you instead performed an oil change on the premise that "I would've needed the oil change anyway", this is not fair to your consumer.   That is fraud.  I brought the car in for a particular fix that was not fixed.  You did something that did not resolve the issue for which I brought in the car regardless of if I would've needed it in the future or not.  The issue for which the customer brings in the car should be addressed, not something "that would need fixed in the future anyway".  The air conditioning was very cold until the issue occurs before I brought the car in, so whatever you did had no impact on that.  

  Why should the consumer pay for a service that did not address the issue for which they brought in the car when they were told that it would?  

  ***** ***

  
  

• Initial Complaint

  Date:09/02/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We visited Barker GMC twice and test drove several vehicles. We were considering buying a 2023 GMC Acadia SLE. We were told it came with a package that included a 3 year free trial of ****** including a wifi hotspot. We then drove a new 2022 Acadia SLT. This vehicle was a year older, but had more features and cost approximately $1500 more. We were debating which of those two vehicles we wanted to purchase or if we wanted to wait for the 2023 SLT to come out. While we were deciding we asked the salesman if the 2022 SLT came with the same 3 year free trial of ****** and the wifi hot spot. He told us all of their 2022 & 2023 Acadias had that package. We then decided to purchase the 2022 GMC Acadia SLT. About 10 minutes after leaving we started setting things up and while setting up the ****** package we were told by ****** that our vehicle only had a 1 month free trial for the package the salesman told us was for 3 years. They told us to call the dealership to get it worked out with them. We immediately called the dealership. Since it was Saturday they told us they would look into it and contact us on Monday. On Monday our salesman texted me that our vehicle was built 1 month before the 3 year free trail was included so we only got the 1 month. He said it was a $1500 package and that would have been added to the sticker price if it had it and there was nothing he could do about it. I then called the sales manager. He said he didn't know much about it and would check into it. He agreed that wasn't right that they told us it was included and said they would fix it and he would personally call me back by the next day. The next day I got another text from our salesman telling me there is nothing they can do about it. We texted back and forth a few times. The only response I got was it would be an extra $1500, so sorry we cant to anything. I told him we did not get the vehicle we were told we were and it needed to be fixed. I've had no response for a week.