Complaints

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

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• 

  McElveen Buick GMC

  117 Farmington Rd Summerville, SC 29486-5351

  
• 

  McElveen Buick GMC

  PO Box 160 Summerville, SC 29484-0160

  
• 

  McElveen Buick GMC

  6501 Rivers Ave North Charleston, SC 29406-4877

  
• 

  McElveen Buick GMC

  9501 Hwy 78 Ladson, SC 29456

  
• 

  McElveen Buick GMC

  500 N Highway 52 Moncks Corner, SC 29461-3131

  

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:04/21/2025

  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 bought a brand new 2025 Buick envista in Jan 2025. Since then I have had issues with car and have not been able to drive it because it has been in and out of the shop three times for weeks at a time getting worked on for the same issue. It wasn’t until the second time that they offered a rental and I had to go through multiple people just for them to finally say I could have a rental. I’m a single mother and was ubering to the dealership spending money I don’t have to get my car repaired. They have had an employee driving the car to their house to see why the engine light is coming in. They have ordered 4 different parts for the car to fix it and the light keeps coming on. The third time it has been in. It has been in there for three weeks and they ordered another part now stating it is on a national back order and there is no eta on when it comes in and they can’t even confirm if this part will fix it this time. I have contacted sales managers, general managers trying to receive help and another solution as I don’t want this car anymore and they threaten say if I get an attorney they will no longer work on my car. I want to be done with this business as they have taken advantage of my money and niceness to them. I am continuing to make
  Monthly payments and taxes on a car I cannot drive. I cannot attach paperwork for the last time it’s been there because it’s still there as of three weeks ago.

  Business Response

  Date: 04/28/2025

  I have had our Fixed Operations Director, Shawn L******* review the repair orders on the vehicle.  He was out on vacation last week.  It appears that when the vehicle was brought in for the ac complaint that there was a noise coming from the vehicle.  They found metal fragments in the power steering pump and removed these fragments.  After the metal was removed, the noise grew louder and the technician determined that the sound was coming from a gear in the steering rack.  Upon review of the tickets and charges, Mr. L******* has agreed to replace the steering rack in Ms. ********'s  vehicle at no charge.  We will order the parts today and schedule her for the repair.

  Customer Answer

  Date: 04/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Customer Answer

  Date: 04/28/2025

  The response the business sent was not even my case. My ac is not broken and my name is not Mrs ********. This clearly shows this company does not take the right action needed for this and does not care about their customers. There is nothing wrong with my ac and if you read the documents provided it does not say anything about the ac. You are talking about a different persons car.

  Business Response

  Date: 04/28/2025

  My apologies:  I responded to the wrong complaint with the response received earlier today.

   

  Response to Ms. ********:

  Our dealership has offered to trade the vehicle for a vehicle of Ms. ********'s choice.  We would have to trade this vehicle as a used car as it has been titled in her name.  If she wishes to receive a "repurchase" from General Motors for the full purchase amount, she will need to contact them directly at: to initiate a GM repurchase, you can contact GM's dedicated program via phone at 1.877.996.9958 or submit a question online through their website, gmded.com/contact-links/. You can also send written correspondence to their general inquiry address at General Motors Company, P.O. BOX 33170, Detroit, MI 48232-5170. 

  Thank you.
  
  
  

  
  

  Business Response

  Date: 04/28/2025

  My apologies:  I responded to the wrong complaint with the response received earlier today.

   

  Response to Ms. ********:

  Our dealership has offered to trade the vehicle for a vehicle of Ms. ********'s choice.  We would have to trade this vehicle as a used car as it has been titled in her name.  If she wishes to receive a "repurchase" from General Motors for the full purchase amount, she will need to contact them directly at: to initiate a GM repurchase, you can contact GM's dedicated program via phone at 1.877.996.9958 or submit a question online through their website, gmded.com/contact-links/. You can also send written correspondence to their general inquiry address at General Motors Company, P.O. BOX 33170, Detroit, MI 48232-5170. 

  Thank you.

• Initial Complaint

  Date:10/30/2024

  Type:Product 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 picked out a 2014 Lincoln MKZ Hybrid online and decided to go into the dealership instead. After filling out an application I was told that I needed a cosigner, fine. I had my 60+ year old father take off and travel nearly two hours away to assist me in the purchase on 10/22/24. The salesman let me know that he was going to try his best to get me a $0 deal, upon my father exiting the cubicle to make a phone call, the salesperson told me the only way he could work the deal for me is if “I looked out for him” and asked if I had cash app and to send him $250 to his personal account. I test drove the car, everything was fine. However upon pulling out of the dealership after the purchase, I noticed the backup camera was malfunctioning and I immediately got out to alert the salesperson. He then let me know I could just take the car down the street to the service center. He told me to make a list of anything I noticed and that they would fix ANY issue while I was in my 30 day warranty. I went to the service center the very next day on 10/22/24 and sat for TWO hours. Ultimately the associate I worked with claimed she was ordering the camera and that she would reach out to me in 2-3 days to follow up. I never heard back so I had to reach out again today on 10/29/22 just for them to tell me they wouldn’t be repairing anything and that nothing was ordered and there was nothing they could do for me because my warranty only covered the power & drive train…which is not the information that was given. I would like both a repair to my car because it is a safety concern and a refund for the money I paid to the sales person making side deals to pocket money!

  Business Response

  Date: 10/30/2024

  Our GSM, Brian S***** has reached out to this customer and offered repair of her vehicle through our service department at no charge.  The employee in question is no longer with our company.  If there are any further questions or concerns, please feel free to reach out and contact me.  Thank you.

  Customer Answer

  Date: 10/31/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partly satisfactory to me. However I would still like a refund for the money that was requested from me as bribery to close the sale from the said person terminated. I would like for this company to do the right thing. I hate that this had to be the start of my experience with this company.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/08/2024

  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.

  On or around July 2,2024 I traded in a 2023 Nissan Titan to purchase a new 2024 GMC Sierra ( white ) One day after purchase this vehicle started jerking, knocking from the left front tire, and the infotainment screen popped-loudly. I brought the vehicle back to the dealership twice because the vehicle had started to function progressively worse. On my last visit the manager said that I could pick out another vehicle to replace it. They traded me out of the white Sierra truck into a similar black Sierra truck. I was allowed to test drive the replacement truck alone. The vehicle drove fine. I put 9 miles on it. After I signed the paperwork to take the vehicle , the vehicle was sent to a final prep. They had the vehicle for 40 min.
  When the vehicle was presented to me there were scuffs on the driver's door,and a mark on the glove compartment. The only thing I observed they did was gloss the tires.
  On the way home the passenger seat began to rattle, then when I got home and parked I heard the same noise coming from the driver side as I heard in the previous vehicle.
  I have been driving a loner vehicle for a week while the dealership attempts to figure out the issues .I have the title to the 2023 Nissan Titan I traded. This vehicle , though used ,did not have the issues I have been having with these two brand new GMC Sierra's.

  Business Response

  Date: 08/09/2024

  Good morning:

  Mr. ***** came into our dealership and purchased a 2024 GMC Sierra (white).  He states he experienced noises, jerking and knocking from the truck.  After the truck was test driven and evaluated by our service department and no issues were reproduced.  The Sales Manager agreed to trade Mr. ***** out of the white Sierra with all funds he had put toward the deal.  Mr. ***** then entered into a contract for a 2024 GMC Sierra (black).  He contacted our dealership with complaints of a noise in the dash.  The vehicle was brought into our dealership and then test drove with the customer in the car with one of our service managers.  He did note a noise in the dash and found very quickly that it was a clip that had come loose.  It was corrected and then the vehicle was driven by our Service Manager, our dispatch manager and our Fixed Operations Director.  The could not recreate any other noises other than normal road noise.  Kevin, one of our service managers agreed to take the vehicle on an extended test drive at the urging of Mr. *****.  He drove the vehicle 25 miles to his home and then 25 miles back to the dealership.  He could not recreate the noise that the customer was complaining of.  The customer's vehicle is still in our possession having running boards installed as well as floor mats.

  Mr. ***** will need to bring the title of the 2023 Nissan Titan back to our dealership as we have entered into a contract for the purchase of his vehicle and have paid that vehicle off.  Our service department has kept Mr. ***** updated with the progress of the vehicle and will let him know when the installation is complete.  We believe the noise that he is hearing is normal road noise.  While GMC products do have an extremely quiet ride, they are not silent inside the cab.
  

  Customer Answer

  Date: 08/10/2024

  Title to the vehicle ( Nissan )

  Business Response

  Date: 08/12/2024

  Mr. ***** has entered into a contract with our company for the purchase of the 2024 GMC Sierra.  We have already paid off his trade in (Nissan Titan 2023).  Our service department is adding the items that Mr. ***** requested during his purchase.  The vehicle will be driven again before it is released to Mr. ***** in a final attempt to identify any irregular noises.  Our company has gone over and above trying to make Mr. ***** satisfied with his purchase including trading him twice with no further monies involved.  At this juncture, we will finish installation of the items requested and contact Mr. ***** to pick up his 2024 GMC Sierra.  We will expect the title to be turned over at this transaction.  Thank you.

• Initial Complaint

  Date:07/08/2024

  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.

  My car was taken in due to my reverse on my 2013 dodge caravan was not working. Amanda from service dept said that my car would cost be nearly 10,000 total to fic. The claim was sent to the warranty company and they denied the claim in which on my forms states that transmission issues and all are covered. This is my only transportation and I do not have that money just sitting there to pay. So we had to rent cars from April until even now. I need help in resolving this issue . I would like my car fix and also back pay for renting a car for these months its really been in inconvenience.
  I do not know what to do at this point.

  Business Response

  Date: 07/08/2024

  Customer purchased the 2013 Dodge on  5-11-22.  At the time of purchase the vehicle had 72,620 miles on the vehicle.  

  Customer brought the vehicle in for the first vehicle service on 3-22-24.  Customer brought the vehicle in with many complaints including no reverse gear, ticking noise, noise in rear blend door, and a popping noise around the front wheel.  Upon reviewing these complains and doing a full diagnosis on the vehicle it was determined that the transmission coolant lines were leaking.  The diagnosis was given to customer and customer was advised that the trans lines leaking likely caused the failure in the transmission.  Several other recommendations were made to correct the issues in the customer's complaints.  All repairs were declined.  

  Our staff submitted a warranty claim for the transmission.  The warranty company asked for service records and all the customer could provide were over the counter purchase receipts from ******** Auto Parts and the warranty company could not confirm that these purchases were for a specific vehicle or that products were used in the customer's vehicle.  The other issue was the warranty company saw that the transmission cooling lines were leaking on 3-22-24, and the customer declined the repair.

  Our dealership is bound by the decision of the warranty provider.

  I have attached a copy of the receipt for the visit on 03-22-24.  Thank you.
  

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

   Why is the bill $14.000.00

  Looking at the other things listed those things are covered under the warranty.

   Also looking at the pricing the line is between $200 to $300 for the part why would it cost us $8400 to fix this issue. Again I had no warning something was wrong for me to bring it in sooner.

  Again I change and fix my own things so I wouldn't think I needed receipts if I did it on my own.
  
  
  
  Sincerely,
  
  
  
  ***** ******* ***

  Business Response

  Date: 07/09/2024

  The parts that are covered under warrranty are covered in the event those parts fail on their own.  It does not cover wear and tear items such as hoses, brake pads, etc.
  

  Rubber hoses wear from the elements, age, and usage.  They breakdown and this is the reason they are not covered under warranty as they are considered a maintenance item.

  The total price you were quoted was for a complete repair as listed in the RO provided previously, not just parts.  It includes labor as well.  To remove the transmission and reinstall is a timely process.
  

  The transmission would have given signs of a failure before the vehicle became inoperable in reverse.  As the vehicle was never brought to a repair facility during the 2 years you owned it and were driving, it would be impossible for us to validate the fact that all recommended maintenance was done on the vehicle as specified by the manufacturer.  For this reason, the warranty company will not approve the claim.

  You are welcome to request a refund for the warranty you purchased if you are unhappy with this company.  Again, without documentation of the required maintenance, our company has no ability to resubmit with the warranty company.
  

• Initial Complaint

  Date:04/11/2024

  Type:Customer Service 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.

  My daughter was in your dealership service department today April 10th for an oil change. She was told by one of your female advisors that her engine rear main seal and oil pan gasket was leaking and her coolant reservoir had a Crack in it and Also her Sway bar links were broken. I'm a master mechanic and have my masters as a Service Manager for Ford when I was at Walterboro Ford. If you doubt me, please call Walterboro Ford ask for the owner Keith Rizer! I've got more than 40 years in the automotive industry. I checked my daughter's vehicle. No rear main seal leak,no oil pan leak and no coolant reservoir leak! Where she parks in her driveway, no sign of any leaks at all! Underneath her vehicle is bone dry! Her Last name is H*******.

  Business Response

  Date: 04/11/2024

  We would like to ask the complaintant to bring this vehicle back to our dealership and speak with our Fixed Operations Director so that he can inspect personally.  If there are no issues as he describes, we would like to investigate with our staff further.  Thank you.  He can reach Mr. L******* at 843-871-6805 x **** or ******@mcelveen.com

   

  Natalie H***
  

  Business Response

  Date: 04/11/2024

  We would like to ask the complaintant to bring this vehicle back to our dealership and speak with our Fixed Operations Director so that he can inspect personally.  If there are no issues as he describes, we would like to investigate with our staff further.  Thank you.  He can reach Mr. L******* at 843-871-6805 x **** or ******@mcelveen.com

   

  Natalie H***

• Initial Complaint

  Date:03/20/2024

  Type:Delivery 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.

  We purchased our Vitacci LSV golf cart on 12/16/23. We paid cash and the LSV was delivered after the Christmas holiday but before New Years. We have not received the title yet for the vehicle and have not received anything in writing about the warranty. We were told it should have a 2 year warranty because it was a brand new machine but we did not receive anything verifying that timeline and we have not been able to find anything in the owners manuals about it either. We have made several attempts to contact the company and have spoken with several different people at the location in Nexton, in Summerville, about the issue and they always give the same response that they have to reach out to the sales manager. I understand it can take some time to reach people but this has been going on for 3 months and we are still waiting. Furthermore, we can't register the vehicle with the state without that title and we can't insure it until that is completed. We have some concerns about the warranty since we have found a few small issues already and are worried we might be responsible for larger issues that might occur in the next 2 years. No one has reached out to us after our last attempt to contact them this past Saturday to try and get some information and we are starting to wonder if we need to seek legal advice and move forward in that way. We have nothing that proves we own this vehicle since they haven't provided us with a title, other than the bill of sale, which is only good for a short amount of time until the title can be obtained. This is our last attempt at trying to resolve this outside of the legal system.

  Business Response

  Date: 03/25/2024

  Mr. ***** purchased a personal golf cart from our store on December, 16, 2023.  This was not an LSV and does not have a title to be registered.  Our General Manager has been in touch to explain the difference to the customer and we believe he now understands that the cart does not need to be registered.  The manufacturer of the cart, Vitacci does not provide our dealership anything in writing for a warranty for their carts.  The factory warranty is 1 year and we can file any claims for the customer.

  Thank you for your attention to this matter.

• Initial Complaint

  Date:11/20/2023

  Type:Product 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 am writing to express profound dissatisfaction with the purchase of a golf cart from Trucart in March 2021. Despite the additional payment for a specified lithium battery upgrade, the product has experienced recurrent defects, particularly concerning the battery. The representations made by Trucart's technical representative, Chad, regarding the replacement of the 70Ah lithium battery with a 105Ah variant have proven to be materially false.
  These misrepresentations, coupled with Trucart's failure to rectify the faulty battery and install the correct lithium battery gauge, have resulted in a series of substantial inconveniences. The golf cart has been subjected to maintenance at Trucart's facilities on four occasions since its purchase in April 2021, with recurrent battery-related issues persisting. Chad's refusal to fulfill the promised battery upgrade, attributing the problems to purported "calibration issues," exacerbates the breach of our contractual agreement. Furthermore, the absence of any provided work invoices detailing the maintenance performed on the golf cart is a clear violation of standard business practices and hinders my ability to assess the veracity of services rendered. In light of the aforementioned issues, I formally demand full reimbursement of the amount paid for the golf cart. Additionally, I request comprehensive documentation of all services performed on the cart since its purchase, in adherence to transparency and consumer protection standards.This recurring pattern of unsatisfactory service not only constitutes a breach of contract but also raises concerns regarding potential violations of consumer protection regulations. I anticipate a prompt and constructive resolution to this matter. I have also submitted a complaint to Doug McElveen, the owner of Trucart, and eagerly await a constructive response to facilitate a resolution.

  Business Response

  Date: 11/28/2023

  We are picking up the cart today before 9:45 a.m. to diagnose the issues that the customer has described.  Customer requested a refund, however we will diagnose the cart and determine the cause of issues and then repair them. 

  Customer Answer

  Date: 11/28/2023

  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.
  
  
  
  
  Sincerely,
  Rachael ********

• Initial Complaint

  Date:10/26/2023

  Type:Customer Service 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 10/09/23 i brought my 2019 GMC sierra 1500 truck in for service for a transmission issue and routine service. I was told that they cant address the transmission issue and utilize my aftermarket warranty i purchased through GMC unless i get a transmission flush first. I paid for $1519.80 worth of routine service. During the repiar GMC scratched my drivers side door panel and neglected to inform me of the scratch. I picked up my vehicle and drove it home where i noticed the scratched door panel. I called Jennifer Crank the service advisor and let them know of the damage. They agreed to fix the damage on 10/23/23. I asked if they could also address my original issue the transission at that time because the flush did not help the problem. She said "possibly". I brought back my truck on 10/23/23 for the door repair and retransmission issue. They did not look at the original transmission problem and the driver door scratch repair was unacceptable. They told me then it would be 3 to 4 months to get the door fixed properly. I have called the dealership 3 times to speak with a supervisor. I have yet to get a return phone call from a supervisor nor have i received any confirmation on the scratch repair scheduling with a body shop. I respectfully ask your help in assisting me with getting my vehicle repaired properly and addressing the dealership's lack of professionalism to a paying customer.

  Business Response

  Date: 10/26/2023

  *I have spoken with our Fixed Operations Director, Shawn L*******.  Mr. L******* has reached out to Mr. ******* and scheduled a service date the 6th of Nov to get a loner and leave his vehicle for repair and to rectify the scratch.

  Customer Answer

  Date: 10/26/2023

  I was contacted by Sean from the dealership and we have a scheduled time for the tentative repair on 11/05/23.  I would like to keep the case open until all of the repairs are complete and i am satisfied with the results.  Thank you.  ***** P******

• Initial Complaint

  Date:09/08/2023

  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.

  The actual location of business is 500 US-52 Monks Corner. I was looking at trading in my vehicle due to a leak in the exhaust. The vehicle that the put me in had engine light on from the beginning and the ac didn't work. They claimed they would fix this issue but would after I had signed the contract. The issues persisted and they never fixed my ac and are now expecting me to pay $1450 or so to have it repaired when I have barely had the vehicle 6 months. The worthless warranty covers only the drive train. A lemon

  Business Response

  Date: 09/11/2023

  Mr. C** purchased a vehicle in December.  The vehicle was brought to us in January for service.  We recommended a repair that was not covered under the powertrain warranty the customer purchased.  Customer refused recommended service.  We have not see or heard back from the customer since January.  The customer can cancel the warranty if dissatisfied, however, the refund of premium will be sent directly to the lender.  The customer can also reach out to TruAuto store to discuss options on trading the vehicle in. 

   

  Thank you.
  

• Initial Complaint

  Date:04/28/2023

  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.

  This complaint is regarding McElveen GMC in Summerville South Carolina.
  I took my car because of a squeaking noise while driving. They did not call me with an estimate and replaced the serpentine belt. I received a text message my car was ready to pick up. I was billed a $609.74 fee for this "repair" which I had already previously self-diagnosed and replaced the serpentine belt (in 20 minutes). Upon leaving the dealership I drove the truck off the lot and as soon as I was on the highway the squeaking noise was as persistent as before I took it in. They had not fixed the problem at all. I called them immediately and no one was available to speak to me. Over the following couple of weeks, I called 11 times without recieving a callback. I have phone records to prove it.
  I have tried to find resolve with my credit card company without satisfaction.
  McElveen states that they let the truck "idle outside for an hour. No squeak".
  However, the squeaking sound can only be heard when the vehicle is moving as I told McElveen when I first brought it in.
  After 11 phone calls without them addressing me, I went in person and spoke with General Manager. He later called me back stating they would not refund any money.
  Frustrated with the lack of customer service and the wrong repair I went to another auto repair shop. The mechanic took the truck for a quick drive and said it was the universal joint on the front of the drive shaft. They repaired it the same day with a total bill of $190.
  I have provided the invoices and letter of statement from Charleston Auto Repair who correctly diagnosed the issue and repaired it when McElveen could not. I also included an estimate for what Charleston Auto Repair would have charged me to change the serpentine belt. It was $104 compared to the $473 that McElveen charged
  I am seeking compensation for misdiagnosing and repairing something incorrectly and DID NOT CALL with an estimate. They DID NOT RETURN calls to resolve the issue.

  Business Response

  Date: 05/03/2023

  The customer brought the vehicle to our service department.  He had installed a belt himself and the belt was squealing.  This was because the belt was routed incorrectly.  Our service department installed a new, correct belt and the squealing stopped.   They drove the car and there was no issue.  They also let it sit out side of one of the service bays running to ensure the noise was gone.  At no time did they hear the squealing after this installation.

  Customer Answer

  Date: 05/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The statement they are claiming is full of lies. The belt I installed was routed on the wrong side of belt tensioner which did not cause any audible issues. If that were true, it would have made the sound at idle.

  As I said in the beginning of this complaint that the sound could be heard from driving the vehicle. The faster it drives the more pronounced the sound was. After picking up the vehicle from McElveen and exiting their lot onto the highway the sound was became immediate at speed. I called them as soon as I reached home.

  They are stating that the sound could not be heard because they let it sit and idle. They DID NOT DRIVE the car. The sound was actually the universal joint which can only be heard under motion. They diagnosed the WRONG thing and are trying to justify their charges for changing a fan belt.

  Even if the fan belt was mounted wrong it was not the issue of the sound that I brought it in for. They did not call me to advise or give me an estimate.

  They had 11 phone calls from me which was plenty of time for them to say bring it back and we will repair it. But they DID NOT RETURN CALLS. 

  WRONG DIAGNOSIS. NO ESTIMATE PROVIDED FOR APPROVAL. NO RETURN CALL!  

  Incompetant mechanics, bad management and poor customer service does not equate to charging a customer for their error.

  Respectfully,
  
  
  
  **** *****

  Business Response

  Date: 05/04/2023

  When the truck came in it was squealing in the service
  lane.  Inspection found belt was routed
  incorrectly across the idler pulley.  Replaced
  with correct sized belt.  Belt customer
  installed originally was too small for correct routing.  Test drove vehicle from our dealership to
  college park and there was no squeal after the repair.  Customer authorized this repair.  We gave the customer his original faulty belt
  back.
  
  Vehicle was driven to the interstate, there was no indication
  during that test drive of a faulty u-joint.  There was no squealing at this time.
  
  Our service department received a complaint of a squeal,
  there was no indication where that squeal was coming from.  Our team investigated and diagnosed the belt
  that runs to the alternator, compressor, water pump, crank, idler and tensioner
  was the source of the noise as it was incorrect sized and installed.
  
  Our dealership requires authorization for any repair above
  $100.00.  Customer did authorize these
  repairs verbally. 
  
  Dealership will not be issuing a refund for services
  provided.