Complaints

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

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  Freysinger Pontiac GMC Buick, Inc.

  6251 Carlisle Pike Mechanicsburg, PA 17050-2306

  
• 

  Freysinger Pontiac GMC Buick, Inc.

  6115 Carlisle Pike Mechanicsburg, PA 17050-2304

  
• 

  Freysinger Pontiac GMC Buick, Inc.

  6119 Carlisle Pike Mechanicsburg, PA 17050

  

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:10/18/2023

  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.

  On Feb 4, 2023 I had my 2021 ****** Hybrid’s oil changed at Freysinger Hyundai in Pennsylvania, where I bought the vehicle (new) in June 2021. When driving to Boston on July 10, 2023, my car lost power, started smoking, and alarms began going off, including the oil alarm on the dashboard. The car was towed (more details on this related to potential other damages caused by this incident are available, but omitted for brevity here) to the local dealership, **** ******** Hyundai of Auburn, MA. Their initial analysis of the car is that Freysinger Hyundai did not correctly secure the oil drain plug, causing it to come out while driving and all the oil to be released. This series of events led the engine to seize, the drive belt to be shredded, the starter to be destroyed, and potential damage to the hybrid battery and the transmission. Freysinger Hyundai states too much time elapsed between the date of the oil change (2/4/23) and the date of issue (7/10/23) and denies responsibility. Hyundai **** ******** of MA and Hyundai Corporate America did an investigation and both found Freysinger Hyundai to be most likely responsible for the issue since they were the only party and the last party to touch the oil pan and drain plug during their servicing of the vehicle.

  Business Response

  Date: 11/08/2023

  This vehicle was brought to our dealership on 2/6/23 with 15,176 miles to have an oil change performed. We performed the oil change and the customer took the vehicle. I received a call 6 months later and 2,000 miles later that the engine failed. I was told that the drain plug was missing from the vehicle. I have a hard time accepting that the issue came from Freysinger and the job that was performed when doing the oil change. 

  Customer Answer

  Date: 11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  

  *************
  
  The car had an oil change on 2/4/23. The oil change sticker from your dealership (see attached) shows the oil change would cover the car for 5,000 miles, (20,200) or up to 6 months, whichever came first. Five months after the date of the oil change (7/10/23), the engine was destroyed because the drain plug came out of the oil plan and seized the engine, destroying it and several other core pieces of the vehicle. 
  
  The MA Hyundai dealer (**** ********), Hyundai Corporate USA, and *********** Insurance all came to the same conclusion that this is most likely due to not securing well enough the oil pan drain plug during the last oil change, which was done at your facility, Freysinger Hyundai. 
  
  I was advised by **** ******** and *********** not to contact Freysinger until the initial report had been completed, which is why you were not contacted until late July. When I did speak with the service manager, ******* *****, he advised me that: 1) he was willing to accept responsibility for it until he spoke with his regional manager; and 2) that the reason his regional manager declined to cover it is because if it was an issue from the drain plug not being secured quickly enough the vehicle would have had issues sooner than that, and the most likely cause is the part was defective or that someone else interfered with it, that once someone had loosened the plug the car could go a maximum of 200 miles.
  
  Their arguments are flawed for several reasons:
  1) I very rarely drove this vehicle. You can validate this using the average mileage of an American adult of 12,000 miles per annum. At the time of incident, I owned this car for 2 years and it had only 17,000 miles, proving how infrequently this vehicle was used. With this in mind, 5 months is not that long of a time because unlike many vehicles, the car was used only one or two times a month.
  2) Both Hyundai **** ******** and Hyundai Corporate USA did an investigation and found the part was not defective and that this came from an issue during maintenance -- of which the last and only party to ever work on this vehicle was the dealer from where I purchased it, yours, Freysinger Hyundai.
  3) In addition to there being no reason, cause, nor motivation for a random person to partially unscrew the drain plug as random act of malice, nor are incidents like this commonly reported, if ever, it would have been impossible for this to occur. On the day of the incident I was moving from PA to MA. That is a 7+ hour drive at over 400 miles. It is not possible for someone, while I'm driving on the interstate, to slide up under the vehicle and unplug the drain screw. I broke down on the interstate just 30 minutes outside of Boston and the car was untouched since then.
  
  Effectively, Freysinger Hyundai is refusing to take ownership of their own minor human error which caused severe damage to my vehicle. Their argument is based on flawed logic and multiple parties have attested to that. It appears to be a cheap attempt to prevent them from filing a claim on their insurance to cover the damages and instead making their customer their victim of malpractice. We are currently preparing our lawsuit to sue your dealership for the cost of repair, the personal costs incurred by us for towing, rental cars, etc., the lost time on the vehicle (currently 4+ months), and legal fees. We will additionally as next steps be contacting media, publishing reviews, and sharing the word in your customer area. We believe both the financial and PR cost you will receive here will be significantly greater than the cost of a claim on your insurance for your own error. I encourage you to think carefully if your stance is worth this cost to your business. We will pursue all legal options available to us should you further refuse to cover your human error based. 
  
  Regards,
  ******* ****
  

• Initial Complaint

  Date:03/05/2023

  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.

  I have a 2018 ******* ****** purchased at freysinger Mechanicsburg PA.. In February of 2023 ******* sent letters out they were going to fix a peeling paint concern on all 2018/2017 ******* in the warranty period. Unfortunately the dealership sent the letters mid February and my vehicle was put into service by the dealership in January 23rd of 2018 and this letter came 3 weeks to late to repair. I didnt purchase my vehicle until May 18. My paint has been bad for years. Freysinger even sold me a paint pen when it started. I attempted to get it fix years ago. I asked for the date I bought the pen and they claim their computers only keep records 1 year back. This is just wrong. The ******* corporation is admitting they have defective white paint but have chose to not honor fixing the paint on anyone that purchased a ******* in January 18 or the beginning of February. I just want my car fixed. This notice should have been sent before January to ensure myself and others could have their car repaired. My car is almost paid off and I need to repair there defective product.

  Business Response

  Date: 03/16/2023

  This vehicle was purchased at our dealer ship on May 21. 2018. When this vehicle was purchased ******* had a paint warranty on it that covered factory defects for 3 years or 36,000 miles whichever occurred first. Once this vehicle was purchased it has yet to come back to Freysinger for any services or complaints on the paint issue. ******* did extend the paint warranty on certain vehicles and this vehicle happened to be apart of that warranty extension. ******* corporation was the ones that sent out the letters to all of the customers that were apart of this warranty extension. Freysinger ******* did not send any letters out. ******* would need to be contacted to see if they would honor a goodwill gesture on the paint concern since the vehicle is now out of warranty for the paint. Thanks. 

• Initial Complaint

  Date:10/11/2022

  Type:Product 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.

  I bought a certified used vehicle 2019 Elantra. Since day one off the lot Sep 3 2022 there has been several issues with the car. Which has questions why the car was certified and passed any inspection. The car in 2 weeks has had a water pump replaced a alternator replaced then put the old one back in and a idler pulley. Which they seemed to say that fixed the issues. Here we are Oct 11 with the same issue going on. I do not trust the business to even fix the vehicle. This has been the worse car buying experience on the planet. This business is fraudulent. I have never felt so humiliated in my life.

  Business Response

  Date: 10/12/2022

  This customer purchased her 2019 **************** ******* on September 1, 2022. We did a full thorough inspection on this vehicle prior to selling the unit. It passed all the inspection items that Hyundai requires it to pass. The customer brought the vehicle back shortly after stating there was an abnormal noise coming from under the hood. The noise is not always there, but when it starts to act up it is clear as day. The technician checked the vehicle out and went after the alternator because when he unplugged the alternator the noise would go away. We had to go to another dealership to get the part because it wasn't something we had in stock. When we replaced the alternator the noise went away. We gave the vehicle back to the customer and the noise came back. The vehicle was checked out again and then we went after the tensioner. The customer was placed in one of our loaner vehicles while we ordered the part. The part came in and we installed it and gave the vehicle back to the customer. The customer took the vehicle and the noise came back. The vehicle came back in and then we heard some noise coming from the water pump. We replaced the water pump and test drove the vehicle multiple times and the noise seemed to be gone. We then gave the vehicle back to her and she is back today with this noise coming from her engine area. I got in contact with the Sales Manager and decided that we were going to issue the customer a check that would cover a car payment. We will get her car checked out again and see if we can figure out what is going on. Thanks.

• Initial Complaint

  Date:07/19/2022

  Type:Order 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.

  I found the site for car loans for folks with credit issue or low credit. Filled out the app and they contacted me to come in a test drive the car I wanted. They asked me a question about a car loan, I answered but didn't hear from them. I reached out and things got ugly. They assumed things on my credit that were not correct. They decided to not help me. In other words they pick and chose who they want to help get a car. I feel their website is very misleading and is false advertising. They say they'll help you but if you don have perfect credit they wont. They never properly communicated with me about the process or the issue. Then I get an odd explanation from the guy why he I heard nothing from him. Nothing however about why they decided to not help me with a car loan. All he wanted to talk about was his health issues and his doctors appointment an that was him leaving a voicemail. Any communication was through texting. I was trying to figure out why the decided not to help me and ignore me. Then I tried to clarify that they were wrong. They said I had 2 repossessions on my credit but I don't. They wanted nothing to do with me or trying to clear up any confusion. This is a very poor way of doing business. You can't advertise on your site you'll help anyone, get them to fill out the application, ding their credit then decide to not help the person let alone never tell them why. I would like them to reword their website description. Don't make it sound that they'll help everyone.

  Business Response

  Date: 07/26/2022

  We are sorry the customer felt dissatisfied with her experience. We pride ourselves on integrity and always strive to provide the best customer service to all our customers. We do not discriminate anyone in any way.
  
  Our CRM text tool was used as the primary contact method. When we asked if her auto loan was paid off, wrecked, or repossessed she replied, “None of the above” with no further explanation. At that point our associate who was communicating with her had gone to a doctor’s appointment. A few hours later, before he got back to his office, she texted our CRM tool again not stating anything else about the auto loan in question. Her expectation was that we should have reached out again by that time. She said, “…I’ll take my business elsewhere. Have a nice day!” Our associate got back from his appointment minutes later and replied, “Sorry we could not help you. Have a great day too!” At that point she got combative via text, name-calling, and cursing, claiming we didn’t try to help, have false advertising and that she should file a report. Our associate, realizing she was upset, tried calling her to explain the time delay in his response. He had to leave a message because she didn’t answer. She chose to text back to further express her dissatisfaction rather than calling back. She stated there was only one repossession on her credit, not two as we had originally thought. She also, said she was going to report us to the BBB and Attorney General office.
  
  In conclusion, she was not ignored and there was an attempt to reach her via phone call despite her stating “Any communication was through texting.” After, she (1) stated she was going to take her business elsewhere, (2) was planning to file a report to the BBB and Attorney General office, (3) was name-calling and cursing via text- we chose to discontinue communication. We do apologize for not meeting her expectations regarding the timing of the communications, but we did attempt to help until she became combative and told us she was taking her business elsewhere.

  Customer Answer

  Date: 08/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint:
  I am rejecting this response because:
  
  Regards,
  
  ***************************
  
  I only got nasty after they stop any communication and accused me of something that wasn’t the case. They asked me a question and I answered it. How on earth was I to k is they wanted or needed more information? They never said anything further. They tried to get out of helping a customer. All the while dinging my credit and making it drop. My main issue was their lies on the website. They don’t help everybody and anybody. To me they pick and chose. Even after the texting later in the day, I could’ve been asked more questions or for clarification if needed but they chose to go a different route. And now I did exactly what I said I’d do so they’re trying to save face and turn things around. That’s not how yours to do business either. They must all be democrats!