Complaints

This profile includes complaints for DeMarois Buick GMC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DeMarois Buick GMC

  3115 W Broadway St Missoula, MT 59808-1613

• 

  DeMarois Buick GMC

  PO Box 8539 Missoula, MT 59807-8539

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:11/07/2024

  Type:Service or Repair 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.

  On August 21, 2024, I paid DeMarois Mercedes-Benz in ********, MT, $1,615.70 for an alternator replacement, which I believe was unnecessary. Heres a timeline of what happened:July 1, 2024: I initially brought my vehicle to DeMarois for a basic inspection and repair. They replaced the serpentine belt and a broken windshield washer pump but refused to help with my tow controller.August 3, 2024: Just over a month later, while driving, the serpentine belt fell off, stranding me on a mountain highway. I had to tow my vehicle back to DeMarois for what they assured me would be a quick fix.August 21, 2024: After nearly three weeks of delays, I was told I needed a new alternator, which cost me $1,615.70. I felt this charge was unjustified and excessive, but I had no choice but to pay to get my vehicle back.Upon Pick-Up: When I retrieved my vehicle, I discovered the air conditioning system was no longer working. I attempted to contact DeMarois about this issue, but they ignored me.September 24, 2024: I submitted a formal complaint letter to DeMarois asking for a response. As of today, I have received no reply and no effort from them to resolve my concerns.Overall, my experience with DeMarois Mercedes-Benz has been frustrating and costly. They showed a lack of professionalism, poor communication, and no accountability, leaving me with more issues than I started with. I would like a refund of the $1,615.70 and a repair of my AC system.

• Initial Complaint

  Date:09/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I had my Mercedes Benz RV towed into ********, **. Intermittently I was loosing power when climbing uphill. On June 20, the service department of ******** dealership in ******** performed an electronic check and concluded that the back pressure sensor needs replacing. On June 21 they replaced the sensor. Invoice attached. Within an hour of departing ********, the problem repeated. No phone service, so I contacted deMarois when I reached ******, **. The conclusion of our discussion was that while I had the option of returning to ********, terrain and direction of travel suggested I am better off to proceed to the Mercedes dealership in ********, **. ******** dealership noted that the problem repeats, so it is a loose connection. They identified the particular connection, repined a wire between the backpressure system and the engine (the connection) and, since, the engine runs fine. The ******** service advisor stated that their invoice purposely includes a repeat of part of the deMarois story line (from the deMarois invoice), so that now any mechanic would clearly understand that deMarois misdiagnosed. I tried calling and emailing deMarois, but they refused to speak to me. Finally, after I contacted Mercedes national customer service, ********************************* of ******************** answered. However, he refused to reimburse, stating that deMarois followed the Mercedes protocol for service. Really, a protocol that does not work? Another Mercedes dealership fixed the problem by not following Mercedes protocol?!As you could understand, I had some serious expenses, what with towing and waiting for service. My vacation was interrupted and, unsure of what to expect, I terminated the vacation after ********. But all I am asking at this time is for a refund of the ******** invoice, $355.08.Thank you for your help *************************

  Business Response

  Date: 10/18/2022

  We will refund the customer. Note that we attempted to help this customer by working his car into the shop immediately even though our schedule as running 60 days out. The ******** dealer had the advantage of knowing the part involved had already been changed. They knew the problem was not the part. ******** process is a Mercedes-Benz system. It is not something we dreamed up.

  Customer Answer

  Date: 10/19/2022

   
  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.  It is the right thing to do.
  
  Sincerely,
  
  *************************