Complaints

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:03/22/2023

  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.

  In August of 2022, I took my car to boucher for a recall and there is nothing that the business has done since then. I have called several times and always got no real response at all.

  Business Response

  Date: 04/10/2023

  Dear BBB,

   

  Please have our customer contact the dealerships to schedule an appointment. ************

  Thank you,

  GFB

• Initial Complaint

  Date:03/17/2023

  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.

  We purchased ***** Malibu in March of 2022. Since then the fuel pump has BROKEN THE ***** that attaches it to the vehicle TWICE in June and July of 2022. We now have a fuel leak at the fuel pump ,after the bolts, fuel pump; and high pressure fuel line have been replaced. TWICE! When brining the vehicle to this businesses service center to assess the root cause of the fuel pump dangerously breaking off from the vehicle TWICE while on I90,I had told them we bought the drive train extended warranty they offered. After going through several forums I found out the high pressure fuel pump is cam shaft lobe driven. Which is covered as part of the drivetrain warranty. I asked the service center if they had a.way of checking the camshaft. I KNEW this was extensive to investigate. They had the vehicle over night. They charged me a diagnostic fee just to call me the next day and tell me they didn't kmow what the issue was. Upon picking the vehicle up I inquirred if they were able to investigate the camshaft to see if this could have caused the fuel pump to break off. The service advisor chucked and said no. I explained that the vehicle was unsafe to drive given we almost had two car accidents at 70mph on I90 because of this failure. Her response to me was "well , it's working now isn't it"? We have now poured thousands of dolla s into this issue to no avail. After speaking with ***** in management there today we were told yet again to bring it in. Their service center is not trust worthy nor are they diligent in their assessments . We wish to be refunded the money we have spent replacing the fuel pump along with the tow charges.

  Business Response

  Date: 04/05/2023

  We have reviewed the complaint raised by *********************************, referenced below.  You will see the service files attached to this email.
  
  We can summarize her complaint as follows:
  
  (1)    **************** purchased the subject ***** Malibu in March of 2022.
  (2)    She also purchased an extended powertrain warranty service contract (the Warranty).
  (3)    The fuel pump on the Malibu failed twice during the summer of 2022.
  (4)    Based on her research, she believes the fuel pump replacement should be covered under the Warranty.
  (5)    She brought the vehicle to our service shop at Gordie Boucher Ford, and she believes that we should agree to cover the fuel pump cost under the Warranty.
  (6)    She says we declined to do a proper inspection without first receiving payment from her.
  (7)    She has incurred thousands of dollars in costs associated with the fuel pump, including the cost of towing the vehicle.
  (8)    She claims we must be more trustworthy and diligent in our inspections - and we have "terrible attitudes."
  
  Our response to the complaint is summarized as follows:
  
  (1)    She did purchase the Malibu and the Warranty from our dealership.
  (2)    She brought the Malibu to our shop on one occasion, on July 26, 2002.
  (3)    During this lone service visit, she complained about a growling noise. See Repair Order 624344.
  (4)    She also verbally complained about an oil leak and stated that the fuel pump and belts keep breaking after ***** miles on the interstate. See the service managers handwritten notes on Repair Order 624344.
  (5)    The service manager assigned a technician to inspect the vehicle.
  (6)    The technician diagnosed the growling sound.
  (7)    The technician believed that a defective left front wheel bearing, along with partially worn front brake pads and rotors, caused the sound (collectively, the non-warranty work). 
  (8)    The customer declined to have the non-warranty work done.
  (9)    The customer wanted the fuel pump replaced under the ********************************** manager said that to determine if the fuel pump needed to be repaired or replaced whether or not under the Warranty the dealerships technician would necessarily have to inspect the Malibu to diagnose what was going on and decide as to warranty coverage with input as needed from the warranty company.
  (11)The service manager explained that the customer might have to pay for the diagnosis if it is not covered under the Warranty.
  (12) The customer refused to allow the diagnosis and did not want to incur any charges.
  (13) The dealership did not charge anything for the service visit, including the time spent diagnosing the growling noise.
  (14) Boucher never refused to perform the work related to the fuel pump we merely wanted to inspect the vehicle more closely to diagnose the root cause of the problem.
  (15) To the extent the customer has incurred costs repairing the fuel pump, the customer should submit the claim to the company that issued the ***************** agreement.
  (16) The customer has incurred zero service charges with our dealership so there is nothing for our dealership to reimburse.
  
  Please let the customer know that we would be happy to inspect the Malibu, at no charge to her, to determine if there are any issues currently with the fuel pump or the oil leak.  Based on this inspection, we can determine if any repair needed is related to the powertrain and is thus covered under the Warranty.  We are not responsible for any work performed by another repair shop, and we cannot know what is happening with the Malibu based on the work performed or paperwork created by another shop.   
  
  
  Please share this with the customer and let us know if you have any follow-up.
  
  
  Thank you,
  
  
  Gordie
  
  

  Customer Answer

  Date: 04/05/2023

  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 
  Regards,
  They are absolutely lying about the **** pump diagnostic or lack there of as you can see they will not acknowledge my request for the lobe driven camshaft to have been inspected. They conveniently left this whole issue off of their paperwork- another greasy tactic. I again will refer to the absolutely abhorrent verbal response I recived from their service advisor when they refused to inspect it.

  *****************************

  Business Response

  Date: 05/01/2023

  We stated prior. Please let the customer know that we would be happy to inspect the ******, at no charge to her, to determine if there are any issues currently with the fuel pump or the oil leak.  Based on this inspection, we can determine if any repair needed is related to the powertrain and is thus covered under the Warranty.  We are not responsible for any work performed by another repair shop, and we cannot know what is happening with the Malibu based on the work performed or paperwork created by another shop.

  
  

  We are still offering to inspect the vehicle and get a proper diagnosis of her vehicle. We will do everything in our ability to get *********************************' vehicle working to her satisfaction. Without physically being able to see the vehicle, we can not provide an accurate diagnosis and repair the vehicle. Again, this customer has incurred zero service charges with our dealership.

  
  

• Initial Complaint

  Date:02/21/2023

  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.

  I wish I could give 0 stars. Went in tonight 2/20/23 to buy a car, in cash. My partner told ***** that we would be there this evening. We get there a little after 6pm and walk into the showroom, 6-7 guys all hanging around at the front desk and not a single person helped ** even after looking at ** multiple times whispering amongst themselves while we were standing there for almost 10 minutes waiting to be helped even the manager ignored **. This place is a complete joke. I will not ever buy a vehicle from here and will never recommend this place to anyone.

  Business Response

  Date: 05/01/2023

  We would like to apologize to this customer because he did not feel acknowledged or respected in our dealership.  That is obviously not how we intend to conduct business.  Our goal is to provide a warm and *************** where our customers not only feel appreciated but trust ** with their automobile sales and service needs.  Should the customer ever decide to give ** a second chance, we will do our very best to meet his expectations. 

  Customer Answer

  Date: 05/01/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************