Complaints

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

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  Haley Buick GMC

  9831 Midlothian Tpke N Chesterfld, VA 23235-4811

  
• 

  Haley Buick GMC

  PO Box 35046 N Chesterfld, VA 23235-0046

  

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:02/20/2025

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1. As already stated, Gm explicitly advises against using an external machine to perform a transmission fluid 'exchange' and states the a dealership should know not to use one. Therefore, Haley Buick GMC Midlothian accepted all liability for any damages to my car and truck when they disregarded Gm policy in relation to transmission fluid exchanges. Further, I reject the offer because Haley Buick GMC Midlothian performed a transmission "FLUSH" on my car and truck which is false advertisement as they offer and promote a transmission fluid exchange (under this false advertisement, they performed a detrimental service to my car and truck). A quick search of ****** states that a transmission exchange and transmission flush are two different services! One uses an external machine (transmission fluid flush, which they performed) and the other does not and is rather a simple drain and fill (transmission fluid exchange, which they promote and I paid for). A dealership should know the difference between the two! 
  
  Regards,
  
  ****** *******
  
  
  
  
  achine, they accepted liability for any possible future damage to the transmission. They have incompetent technicians who had to repair my front rotors on the care approximately 2-3 times within a month because they were obviously putting them on wrong (not to mention when I went to have wheel bearing put in by another party, the front driver side rotor did not have a rotor s**** in it!); they also had to repair the engine oil line on the truck approximately 2-3 times (the first time they used an old seal instead of informing me that the part I purchased from the Buick app did not come with one, the second I wasn't even told why). They changed the front and rear brakes and rotors on the car not more than a year ago and they look like the same ***** ones I sought repair of. I haley Buick gmc midlothian to fix the transmissions on both my car and truck, all expenses paid because of the fact that they blatantly violated GM policy/protocol in relation to transmission fluid exhanges.

  Business Response

  Date: 02/24/2025

   

  GM actually has a bulletin that states the process we performed is the recommended way to handle this problem. We have offered a labor discount if the customer wants to 

  remedy the issue but he wants us to assume all expense and that just isn't going to happen. 

  Business Response

  Date: 02/26/2025

   

  We have no further remedy at this time.

• Initial Complaint

  Date:01/17/2025

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  I am very dissatified with the response from the General manager of Haley Buick GMC. The Company's goals and standards are to Maintain a strong commitment to producing high-quality vehicles with safety as a top priority which is not the case for the vehicle I financed from from Haley Buick GMC dealership. The major emmisions and engine problems I am experiencing with the car has made a difficult impact on my life. The vehicle not accelerating and cutting off in the middle of the highway could have caused me my life.

    The General manager did not seem concerned about the vehicle problem and didn't discuss anything about the problems at all. As I stated I financed the vehicle for over $16,000 at ****** miles and the vehicle has ****** miles which is still considered a new car. There is no way a car should have emmisions and engine problems of this sought. I haven't even hit the ****** mile **** with the vehicle and I should not be experiencing major engine failures.This is unacceptable and not of good professional business. This is the worst experience I've ever had with buying a car from a dealership and shows that the dealership does not stand on business professionally and don't value customers life or well-being.

   I'm hoping to speak to someone who is still concerned with the morals, values and customer ********************** that ******************** has been known to stand for.
  
  Regards,
  
  ******* ****
  
  
  
  

  
  the saleman wasn't in and he will give me his voicemail. I could not get to work, couldn't drive my car because I didn't feel safe. I finally took it to another **** dealership to do a diagnostic on the vehicle and I was told that i needed a purge valve which cost me over $700 to repair. My vehicle only had a little over ****** miles. On January 15, 2025 it wouldn't accelerate, the big wrench showed in the dash and the car cut off on the highway. I pulled over put car in park waited and it started back up. On January 16, 2025 I left work and the car did the same this time it inclued the check engine light, wrench and cut off several times trying to take it to **** repair. I was told today that my throttle body (engine issue) had failed and it will be over $800 to repair. My vehicle only has a little 61, 000 miles and no way it should have these major engine problems. The salesman told me to let him know what they say and when I did he told me he could not help or resolve the problem.

  Business Response

  Date: 01/18/2025

   

  I received an email from Mrs. **** this morning and called her concerning her issue. Unfortunately I did have to let her know that her vehicle is not covered under warranty.

  We cover our Used vehicles with a Haley Preferred warranty which covers her for 3 months or 3000 miles and since she purchased it on January 22nd 2024 this repair

  would need to be covered at her expense. 

• Initial Complaint

  Date:10/16/2024

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ********
  
  
  
  
  cle back again because the engine light continued to come on and stayed on from the time that the work was performed in March the engine light came on but the service advisor who is *** ****** said it would need to be diagnose again which I ask him the work is still under warranty therefore I will not paid any more money. I paid ******** for the work that done on this vehicle relating to the initial problem which was an oil leak, but each time I returned with the vehicle the service department and tech would try to come up with more problems ***** ****** who is the svc manager tried to charge me ****** more for some work I didn't authorize and I denied to pay that amount because I did not authorize the work. *** ****** came back with no charge. But on 10/8/24 I am still taking this vehicle back due the engine light is still on and of because they came back with more problems, and I paid ****** for a diagnostic code I am very concerned about the overcharging at this business. ******

  Customer Answer

  Date: 10/18/2024

  I am not satisfied with the decision from ********** and I am requesting a full refund due to the company consistently taking advantage of me as a customer and consumer. I have taken my vehicle back to this location ****** GMC 9811 Midlothian turnpike and paid over ***** dollars in the last several months. At this time I would prefer a refund due to the work that is still not providing proper function of my vehicle after all the work done.
  Thank you,
  Mrs. ******* ********

  Business Response

  Date: 10/18/2024

   

  This is the same response that I responded to yesterday and you replied back this morning and said it was completed ?

   

  Business Response

  Date: 10/17/2024

   

  The check engine light is on due to a catalytic convertor which was replaced at another service facility and the customer was advised of this.  ******* leaks that were repaired have a 2 year limited warranty and if the customer is still experiencing oil leaks we would be glad to check for any oil leaks.

   If the engine is still experiencing oil consumption an engine replacement would be necessary. The repair from March was a timing chain replacement , the customer has approximately

  185K miles on this vehicle and there a comes a point where further repairs are not cost effective.  

  Business Response

  Date: 10/22/2024

   

  We did correct the timing chain issue that the customer requested to fix.  The check engine is on due to a catalytic converter she had replaced at another service facility. If indeed

  the oil leaks are related to her prior visit we can not fix them without her returning ? We would not refund money for a job completed.

  Customer Answer

  Date: 10/23/2024

   read the invoice which includes all the repairs to this date and also show the diagnostic code for the timing chain and gasket cover work in addition to more work that was performed.
  Thank you,
  Mrs. ******* ********
  

• Initial Complaint

  Date:02/27/2024

  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.

  Better Business Bureau:
  
  The responder did not present an offer. The responder reply to my statesments about the damaged seat and also the remotes. The responder (GM) did in fact indirectly accussed me of damaging my seats and the remote.  The responder DID NOT addressed my complaint about the charges - to locate the leak when the *** Manager, *********************, advised me I would not be charged for it - thats the only reason why I took my vehicle back to them.  Also, the responder did not address as to why they gave me a bill for $1,947.87 but only charge me $1,350. Also the responder indicated that they called me about the parts for the seat, that is incorrect, I left the service manager 2 messages (2/14 & 2/19) and he never returned the call.  I called a 3rd time (2/20) to the sevice manager and I was able to speak with him and he advised the panel around the seat is discontinued but he was searching other websites to look for them and I havent heard anything since then. I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  
  
  
  me day but he blamed me for the seat damage and remote not working. The dealership GM did called the next day to ask me to bring my car in the next day because he wanted to repair shop to see if the body shop forgot to connect the seats back properly and to send a signal from the car to both remotes. I did take my vehicle back in and they were able to successfully send the signal to the remote and advised they have to order the parts to fix the seat. They still have not repaired my seat. I have filed a verbal complaint with GM on 2/20 and I have left several messages with corporate from 1/30 to now and I still have not recd a return call.

  Business Response

  Date: 02/27/2024

   

  She is incorrect that I blamed her for the seat and remote not working, my exact words were "neither of us know if it either of those features were working" I did call the next day and have her return the vehicle and we did leave a wire loose that receives the connector for the remote and there are two parts needed to correct her seat that I was going to correct for good faith

  however one part is available and the other is discontinued from GM and she was called and notified. Her vehicle is 13 years old and out of warranty and I think we have gone over and above.

  Business Response

  Date: 03/01/2024

   

  The cost was $1900 however we discounted the bill in good faith to assist in the customers issue and this is why she only paid  $1350 .  The parts we have attempted to order are no longer available we did not brake these parts but erred on ****************** side and attempted to order the parts needed and should and when they become available we will be glad to reach out to her. This should now complete this complaint.

  Customer Answer

  Date: 03/09/2024

  Better Business Bureau:
  
  Again there wasn't an offer made.  My front d/s seats were functioning properly prior to me dropping it off for repairs. So if the seat were functioning properly at the time of drop and then returned with 2 buttons that were not functioning properly than what does it means.  It means the Buick technician either broke it while removing the seat from the vehicle or from reinstalling the seat.  I have been a customer of ********************** for over 10 years and I am shocked that they are refusing to own to their mistake. I am not sure who is relying but it appears they are not taking ownership or know the entire facts. I just want my seats back to pre-drop off. I clearly see why Haley has a 2 star review. 

  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  Date:09/29/2023

  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.

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  my transmission was not over filed and my car has been repaired by another shop and nothing wrong with my car or the Tranmission the vehicle was takes Tranmission shop and did not show any signs of over filled.  However  traction control was was offline due to car being unbalance  new control arms and ball joints was installed on the vehicle at another shop and issue was fix car was unbalance causing incorrect airflow not transmission issue as I tried to discuss with the advisor.  Attempt to reach her for 2 weeks not return call.  And she stated o we check the transmission. And I keep stating. Nothing is wrong with Transmission. 
  
  Regards,
  
  *******************************
  
  
  
  

  
  to have it removed she never called me back and dont return any of my phone calls. Neither does the service manager

  Business Response

  Date: 10/18/2023

  The customer cam to ** on 09/11/23 for a standard oil change an tire rotation and ************** noticed that transmission oil cap off and was over filled. We made note of this to the customer and let them know whoever corrected their axle issue also over filled it.  I'm sure the customer was informed and apologize if they had a hard time getting hold of our service advisor and if she did not respond back in a timely fashion.

   

  Business Response

  Date: 10/20/2023

   

   

   The customer asked us to perform an oil change which we did and also to diagnose the shifting issue, we found the the transmission fluid level was 5 quarts over filled and we drained fluid to bring it to the proper level, and test drove it and we informed the customer that the transmission fill cap was left off when the vehicle came into our shop.  The customer asked us perform these procedures and we did so. 

  Customer Answer

  Date: 10/20/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  you never identified  shifting problem you told me that I will have drive the care first before you can determine is it the Tranmission of no. When I called back to schedule appointment she never received my called at all I called for several weeks shes busy Ill send her a message and nothing 
  Regards,
  
  *******************************
  
  
  
  
  

• Initial Complaint

  Date:08/22/2022

  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 needs to be fixed properly. Given the 8 month history I do not feel that Haley is capable of doing so. I feel like I should be able to have my repairs done and vehicle provided at no cost to me ver it up. I've had my car back since beginning to middle of July and within about 2 weeks after picking up, it is still not running correctly.. also there is a Crack in the windshield that was not there before and a gap between front of car and hood

  Business Response

  Date: 08/24/2022

  **************** owns a 2014 ***** Malibu that we had to perform work on under her extended service agreement. As she stated we have replaced several parts that we diagnose and then have to get her warranty company to approve. The current supply chain issue

  has created backups on obtaining parts that delayed her vehicle along with several hundreds of other customers that we can not control. We wish we could provide every customer a loaner however its impossible since we run about 50 cars a day through our shop. 

  We were not obligated to assist her with her rental reimbursement however we always try to help when possible and thus the reason for her $1100 reimbursement. We encourage her to come by and see *********************** however if she really feels we are not capable of 

  repairing her vehicle she certainly has the option of taking it for another opinion. We always try to do the right thing and appreciate her business.