Complaints

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

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  Jim Murphy Buick GMC, Inc.

  3000 Walden Avenue Depew, NY 14043

  
• 

  Jim Murphy Buick GMC, Inc.

  338 S Cascade Drive Springville, NY 14141

  

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:09/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Bought a brand new truck from them in August and noticed water pooling on the passenger side floor immediately. They told me not to worry about it, it was probably a door seal. Then I witnessed water running from underneath the glove box. Brought the truck it in to them immediately. It took them 23 days to find out it was the windshield leaking and to replace the windshield. During this process I expressed my concern for further water damage and was assured by the service manager with 40 years experience that there was no further damage or issues. Upon receiving the truck it took me (someone with no automotive background) 30 seconds to shine a flashlight into the dash and find multiple areas of rust on a brand new truck. Not to mention the service department scratched the truck and got grease finger prints all over the headliner of the vehicle. They also painted over a rusted plate to try and hide it.

  Business Response

  Date: 09/16/2023

  Mr. ********* truck developed a water leak. It was determined that the windshield was not properly sealed at the factory and that the windshield needed to be replaced. Unfortunately, it took 23 days to get the windshield. We replaced the windshield and returned the truck to the customer. Ther customer has raised concerns first about fingerprints on the interior and rust marks under the dashboard. We have told him multiple times that we will clean the truck. His bigger concern is the long-term reliability of the truck. We have offered a GM Extended Warranty at no cost to him. Mr. ******* asked us to take the dash apart to examine for any water intrusion. I recommended against that and as I told the customer we would not be able to put it back together exactly as it was when it was assembled at the factory. We asked for GM to authorize such a disassembly and we were denied. The last time I spoke to the customer he told me he had made arrangements to take the truck to another dealer to take the dash apart.

  As far as a vehicle exchange goes, this would be something that would be handled through GM and the New York lemon law. I have discussed this with Mr. *******. If you have any additional questions, please contact me.

   

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Yes they fixed the windshield leak on the truck but I expressed my concern multiple times that the water from the leak was pouring out of my dashboard. The service manager assured me the truck was fine and there were no other issues. Upon receiving the truck I found rust all over the interior of truck under the dashboard. Which they refused to fix stating that GM denied the request. I called GM and they said I could take the truck to another GM certified dealer if they refused to fix it, which I did. ******** Chevrolet also agreed that the water in the dash was a problem and should be investigated and the rust should be taken care of so it does not spread. So I'd like to know how this request was "denied by GM" but was approved at another dealership? The least of my concerns are the grease fingerprints all over the headliner of a brand new vehicle. Although the fact that they tried to return the vehicle and not mention or at least attempt to clean them is highly unprofessional and overall bad service. The service manager told me to "send him the bill" from ***** *****. Just overall bad experience at Jim Murphy and the owner will not stand by his product. Completely ruined the joy of buying a new truck, it has been nothing but a nightmare and this place has been zero help.
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/25/2023

  I'm sorry Mr. ******* is not satisfied with my response. I feel we have addressed the issue, the water leak. We agreed to clean the fingerprints if he brought the truck over. If that was not convenient, he could take it somewhere, (like ***** *****) and we would reimburse him. If he is looking to have the truck replaced, it is strictly an issue for the New York State Lemon Law through General Motors.

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******** Chevrolet had zero issue with taking the dash out and ensuring the rust was ar least addressed. Jim Murphy GMC had no interest in helping me take care of a defective product that they sold and are trying to pass the blame to someone else. Horrible service department and the owner has zero interest in making things right stating "why should I take the loss." He would rather I get stuck with a truck that is now worth substantially less. They made their money on the sale and now it's my problem. I will be sending them the bill for the interior cleaning and I hope that they are someone how held accountable when this issue is resolved.
  
  
  
  Regards,
  
  
  
  ***** *******