Getting hosed by GMC Dealer (long)
Question:
the car mechanics car hardly runs, etc* : ) Ain’t that the truth!!!!!
Response:
I’ve had a similar experience with a chevrolet dealer in the Dallas area. I placed an order for a chevy express van with this dealership on July 29th. I was told the wait would be 2-3 months. One month ago I started calling the sales guy. (He has never tried contacting me) Each time I called it was always the same answer,"I don’t have any information at this time. Let me get with my sales rep. and see what she knows". I finally called GM. They tell me the express van I ordered has been put out of production until further notice. What is going on? – Hide quoted text — Show quoted text -> Helmut, > I had a similar problem with a Cadillac dealer here in the Detroit area. I > agree that the Customer Assistance Service is a total joke. They are indeed > a contracted company from the East Coast whose sole purpose is to submit a > "feeling" of support to GM customers who experience problems. To pamper the > customers who call in is not even their primary mission. It is rather the > compilation of lists/statistics for GM’s management staff as it pertains to > customer complaints. If you listened carefully to their responses during > your complaint you should have noticed that they actually asked questions. > Well, they need to fill in certain forms which they submit to GM to get some > extra payments out of the deal. > I happen to work in the automotive supply industry right here in Detroit. > And even though most of the work my company does is for the domestic > manufacturers/brands, I came to the firm (but sad) conclusion that none of > them will get any of my business any longer (except company vehicle, because > of car policy). > The service I got from GM and Ford is mediocre at best. And the quality, > durability, etc. is even worse when compared with certain products from Far > East or Europe. > I just think that the US Auto Industrie lost once again their focus. > Ironically, I strongly believe this is primarily attributable to a number of > very "fat" years for the industry. All the problems are downplayed because > SUV’s sell sooo good…right now. > So I am afraid that you and I will have to wait until shortly after the next > major downturn of the domestic Auto sector to get some attention as > customers again. > The current motto seems to be: "We built cars only for Wall Street, not for > Main Street". > Since you need obviously a large delivery vehicle such as the GMT 600 model > you could not get through Bob Fish, your choices are limited. I tend to > believe though that Econolines from Ford may be of a marginally better > quality than the GM models. I know that the door structure, in particular > rear doors and the 60/40 side door including the installed hardware are > definitly sub-standard in terms of surviving the durability tests on the GM. > Herbert Gruber > Rochester Hills, MI > I’ve been having a lot of trouble buying a GMC Savana 3500 Extended > Van from Bob Fish GMC in West Bend, Wisconsin. I have been waiting > over 5 months for this vehicle and there is currently no end to the > waiting. Here is what has happened to me so far. > I ordered the vehicle in early April for my company’s delivery > needs. Shortly after that, I traded in my GMC Suburban for about > $13,500. I also was planning on selling my company’s current van > to an individual who was willing to wait for the new van to be delivered > to me for about $6000. The have been sitting on the Suburban trade- in > money for all this time. I had numerous problems keeping in contact > with my salesperson but didn’t think much of it at the time. The > vehicle when ordered was supposed to take 6-8 weeks. As that deadline > approached, I began to question where the vehicle was and was given > a line about it being pushed into a 2000 model year order because the > plant was no longer going to be building 1999 vehicles. I accepted that > and waited some more. When I began pushing for a delivery date of the > 2000, he was at first unable to find a build date in the system. One > of the many times I called, I was told that the dealer thought the > vehicle was going to be built in August. August came and went without > any call from the dealer. When I called him back again, he was less > than helpful. He couldn’t give me an order number or build date–he > didn’t have that info handy. Then I called up GM Customer Assistance > and they were very courteous (but very unhelpful). We talked back and > forth many times but they were able to do little but call the dealer. > I began to try and ask the dealer for an order number but he was never > able to get one. I asked for an order number many many many times > and each time he said it wasn’t handy but he’d get back to me with it. > Sometime in that time I was given a build date of the week of October > 3rd but was then told they had accidentally ordered the standard 3500 > vs the extended 3500. By this time, the buyer of my old Van had > decided he could no longer wait for me to get my new vehicle and > backed out of the deal (quite understandably) so I am now losing the > difference between what he offered me ($6000) and what the dealer > offered me for trade-in ($2500) unless I can find a new buyer for > my old van. At this point I knew I was getting quite a bit > of a run-around. I called back the dealer and I demanded the order > number. Again he didn’t have it and he stressed it wouldn’t do me any > good because it was the order number for the wrong vehicle. In this > time, I tried to talk to Bob Fish (the owner). He was not in or wasn’t > answering his pages. I tried to talk to the General Manager. I spoke > to him once and he put me on hold and passed me onto the salesman. He > refused to talk to me at that time. They also told me they could try > and find another vehicle on another dealers lot. Quite predictably, > they never called back and when I called them, I was told they couldn’t > find anything. They offered to refund my money at this point (of course > I will lose any tax benefits of trading this vehicle in along with some > taxes from depreciation of the old vehicle) or he could try and reorder > which would probably take 6-8 weeks again (but of course, no > guarantees). > I made some calls of my own and I was able to find a similarly equipped > vehicle on a lot somewhere and I even pointed it to the dealer. He > couldn’t come to terms with this dealer. I have since found out that > the "Customer Assistance" I have been calling is not even GMC. They > are an outside firm who GMC pays to "keep customers calm or happy" > and the only thing they have done so far is call the dealer back. I > have tried to speak to a regional representative but have been unable > to get a phone number from anyone involved. > The dealer is still "trying to resolve the situation." Obviously > the way this whole thing has progressed, I have little faith in that > happening. > I want to add that I have been a longtime GMC customer. Between my > business and my family purchases this would have been the 11th new > vehicle in 10 years (about $275k in business to GMC). > I am not only frustrated with the dealer who I don’t think even ordered > a vehicle at any point. I am also frustrated with GMC. I called their > "Customer Assistance" expecting to speak to a GMC employee not someone > whose only job is to calm me down. I would very much like to purchase a > vehicle, but at this point I feel on principles alone I should go out > and > buy a Dodge or Ford vehicle. Waiting 5 months for a vehicle is beyond > ridiculous and even at this point they are doing very little to bring > this to a satisfactory conclusion. I run my own business and I would be > very embarrassed if any of my customers were treated in this manner and > would be doing everything in my power to bring this to a quick > conclusion. > Can anyone give me any suggestions. I would like to speak to a GMC > employee who I can voice my concerns with, such as a regional > representative. I would like a complaint to be noted against Bob Fish > GMC since their treatment of this matter has been horrendous. > — > Helmut Keidl > Midwest Composite Technologies, Inc. > (262) 367-8254
Before you buy.
Response:
Thank you for your insight Herbert. My reply was a little off regarding Helmut’s posting…he never had a complaint directly with GMC. I agree with you regarding the craftsmanship, fit and finish of domestic motor vehicles, (it is HARD to beat a Mercedes), but unfortunately here in the States, it is like-wise hard to beat a late model GM pickup truck for dependability, power and comfort as far as full size pickup’s go! Best regards, Brett I am the game *supplier,builder and operator*, hence "the game man"…I personally hardly ever play games myself. *The roofer has a leaky roof, the car mechanics car hardly runs, etc* : ) – Hide quoted text — Show quoted text – >Brett, the gamer, >I could not help but to wonder about your comment regarding the complaints >from Germans and Swedes about SUV’s/Trucks and Minivans. This is even more >interesting, given that Helmut did not state a single complaint about the >vehicle itself. In fact he never got the vehicle. And maybe he was lucky in >some way that he didn’t. >Fact is that the craftsmanship, fit and finish is very poor on all domestic >vehicles, in particular on LDT’s. And it just so happens that many Europeans >and Asians lay a much more critical eye on the vehicle than most Americans >do. And I think it’s good that it is like that! Where would the domestic auto >industry be if it wasn’t for the broad acceptance of lousy craftsmanship by >the large majority of the vehicle buying public? >Maybe you should have a critical look at various cars in an effort to get a >feel for what brands have a quality appearance to them and which don’t. Door >gaps, sealer application areas, hem flanges, weld flanges, etc. will give you >many clues if you look closely. Some of the complaints you seem to have >observed may just stem from that higher level of sensitivity to fit and >finish by some of the folks from Europe. >Herbert Gruber >Rochester Hills, MI, USA > Your problem is with the Dealer, not GMC. > Yes, the dealer *represents* the manufacturer, but spiff happens when > ordinary people get involved (salespeople usually sux in all industry). > I don’t see a solution to your problem, except not to blame GMC at this > point. > GMC is about to buy several hundred dealerships in order to be more > competitive and customer oriented. > Regarding your trade in, problems can always occur when ordering a new > vehicle…so when it comes to your *business or finances*, a > bird-in-the-hand comes to my mind. > In another matter, I have noticed an unusually high number of Germans and > Swedes having SUV-Truck-Van complaints with GMC/Chevrolet. I wonder why? > the game man, brett > >I’ve been having a lot of trouble buying a GMC Savana 3500 Extended > >Van from Bob Fish GMC in West Bend, Wisconsin. I have been waiting > >over 5 months for this vehicle and there is currently no end to the > >waiting. Here is what has happened to me so far. > >I ordered the vehicle in early April for my company’s delivery > >needs. Shortly after that, I traded in my GMC Suburban for about > >$13,500. I also was planning on selling my company’s current van > >to an individual who was willing to wait for the new van to be delivered > >to me for about $6000. The have been sitting on the Suburban trade-in > >money for all this time. I had numerous problems keeping in contact > >with my salesperson but didn’t think much of it at the time. The > >vehicle when ordered was supposed to take 6-8 weeks. As that deadline > >approached, I began to question where the vehicle was and was given > >a line about it being pushed into a 2000 model year order because the > >plant was no longer going to be building 1999 vehicles. I accepted that > >and waited some more. When I began pushing for a delivery date of the > >2000, he was at first unable to find a build date in the system. One > >of the many times I called, I was told that the dealer thought the > >vehicle was going to be built in August. August came and went without > >any call from the dealer. When I called him back again, he was less > >than helpful. He couldn’t give me an order number or build date–he > >didn’t have that info handy. Then I called up GM Customer Assistance > >and they were very courteous (but very unhelpful). We talked back and > >forth many times but they were able to do little but call the dealer. > >I began to try and ask the dealer for an order number but he was never > >able to get one. I asked for an order number many many many times > >and each time he said it wasn’t handy but he’d get back to me with it. > >Sometime in that time I was given a build date of the week of October > >3rd but was then told they had accidentally ordered the standard 3500 > >vs the extended 3500. By this time, the buyer of my old Van had > >decided he could no longer wait for me to get my new vehicle and > >backed out of the deal (quite understandably) so I am now losing the > >difference between what he offered me ($6000) and what the dealer > >offered me for trade-in ($2500) unless I can find a new buyer for > >my old van. At this point I knew I was getting quite a bit > >of a run-around. I called back the dealer and I demanded the order > >number. Again he didn’t have it and he stressed it wouldn’t do me any > >good because it was the order number for the wrong vehicle. In this > >time, I tried to talk to Bob Fish (the owner). He was not in or wasn’t > >answering his pages. I tried to talk to the General Manager. I spoke > >to him once and he put me on hold and passed me onto the salesman. He > >refused to talk to me at that time. They also told me they could try > >and find another vehicle on another dealers lot. Quite predictably, > >they never called back and when I called them, I was told they couldn’t > >find anything. They offered to refund my money at this point (of course > >I will lose any tax benefits of trading this vehicle in along with some > >taxes from depreciation of the old vehicle) or he could try and reorder > >which would probably take 6-8 weeks again (but of course, no > >guarantees). > >I made some calls of my own and I was able to find a similarly equipped > >vehicle on a lot somewhere and I even pointed it to the dealer. He > >couldn’t come to terms with this dealer. I have since found out that > >the "Customer Assistance" I have been calling is not even GMC. They > >are an outside firm who GMC pays to "keep customers calm or happy" > >and the only thing they have done so far is call the dealer back. I > >have tried to speak to a regional representative but have been unable > >to get a phone number from anyone involved. > >The dealer is still "trying to resolve the situation." Obviously > >the way this whole thing has progressed, I have little faith in that > >happening. > >I want to add that I have been a longtime GMC customer. Between my > >business and my family purchases this would have been the 11th new > >vehicle in 10 years (about $275k in business to GMC). > >I am not only frustrated with the dealer who I don’t think even ordered > >a vehicle at any point. I am also frustrated with GMC. I called their > >"Customer Assistance" expecting to speak to a GMC employee not someone > >whose only job is to calm me down. I would very much like to purchase a > >vehicle, but at this point I feel on principles alone I should go out > >and > >buy a Dodge or Ford vehicle. Waiting 5 months for a vehicle is beyond > >ridiculous and even at this point they are doing very little to bring > >this to a satisfactory conclusion. I run my own business and I would be > >very embarrassed if any of my customers were treated in this manner and > >would be doing everything in my power to bring this to a quick > >conclusion. > >Can anyone give me any suggestions. I would like to speak to a GMC > >employee who I can voice my concerns with, such as a regional > >representative. I would like a complaint to be noted against Bob Fish > >GMC since their treatment of this matter has been horrendous. > >– > >Helmut Keidl > >Midwest Composite Technologies, Inc. > >(262) 367-8254
Response:
Brett, the gamer, I could not help but to wonder about your comment regarding the complaints from Germans and Swedes about SUV’s/Trucks and Minivans. This is even more interesting, given that Helmut did not state a single complaint about the vehicle itself. In fact he never got the vehicle. And maybe he was lucky in some way that he didn’t. Fact is that the craftsmanship, fit and finish is very poor on all domestic vehicles, in particular on LDT’s. And it just so happens that many Europeans and Asians lay a much more critical eye on the vehicle than most Americans do. And I think it’s good that it is like that! Where would the domestic auto industry be if it wasn’t for the broad acceptance of lousy craftsmanship by the large majority of the vehicle buying public? Maybe you should have a critical look at various cars in an effort to get a feel for what brands have a quality appearance to them and which don’t. Door gaps, sealer application areas, hem flanges, weld flanges, etc. will give you many clues if you look closely. Some of the complaints you seem to have observed may just stem from that higher level of sensitivity to fit and finish by some of the folks from Europe. Herbert Gruber Rochester Hills, MI, USA – Hide quoted text — Show quoted text – > Your problem is with the Dealer, not GMC. > Yes, the dealer *represents* the manufacturer, but spiff happens when > ordinary people get involved (salespeople usually sux in all industry). > I don’t see a solution to your problem, except not to blame GMC at this > point. > GMC is about to buy several hundred dealerships in order to be more > competitive and customer oriented. > Regarding your trade in, problems can always occur when ordering a new > vehicle…so when it comes to your *business or finances*, a > bird-in-the-hand comes to my mind. > In another matter, I have noticed an unusually high number of Germans and > Swedes having SUV-Truck-Van complaints with GMC/Chevrolet. I wonder why? > the game man, brett >I’ve been having a lot of trouble buying a GMC Savana 3500 Extended >Van from Bob Fish GMC in West Bend, Wisconsin. I have been waiting >over 5 months for this vehicle and there is currently no end to the >waiting. Here is what has happened to me so far. >I ordered the vehicle in early April for my company’s delivery >needs. Shortly after that, I traded in my GMC Suburban for about >$13,500. I also was planning on selling my company’s current van >to an individual who was willing to wait for the new van to be delivered >to me for about $6000. The have been sitting on the Suburban trade-in >money for all this time. I had numerous problems keeping in contact >with my salesperson but didn’t think much of it at the time. The >vehicle when ordered was supposed to take 6-8 weeks. As that deadline >approached, I began to question where the vehicle was and was given >a line about it being pushed into a 2000 model year order because the >plant was no longer going to be building 1999 vehicles. I accepted that >and waited some more. When I began pushing for a delivery date of the >2000, he was at first unable to find a build date in the system. One >of the many times I called, I was told that the dealer thought the >vehicle was going to be built in August. August came and went without >any call from the dealer. When I called him back again, he was less >than helpful. He couldn’t give me an order number or build date–he >didn’t have that info handy. Then I called up GM Customer Assistance >and they were very courteous (but very unhelpful). We talked back and >forth many times but they were able to do little but call the dealer. >I began to try and ask the dealer for an order number but he was never >able to get one. I asked for an order number many many many times >and each time he said it wasn’t handy but he’d get back to me with it. >Sometime in that time I was given a build date of the week of October >3rd but was then told they had accidentally ordered the standard 3500 >vs the extended 3500. By this time, the buyer of my old Van had >decided he could no longer wait for me to get my new vehicle and >backed out of the deal (quite understandably) so I am now losing the >difference between what he offered me ($6000) and what the dealer >offered me for trade-in ($2500) unless I can find a new buyer for >my old van. At this point I knew I was getting quite a bit >of a run-around. I called back the dealer and I demanded the order >number. Again he didn’t have it and he stressed it wouldn’t do me any >good because it was the order number for the wrong vehicle. In this >time, I tried to talk to Bob Fish (the owner). He was not in or wasn’t >answering his pages. I tried to talk to the General Manager. I spoke >to him once and he put me on hold and passed me onto the salesman. He >refused to talk to me at that time. They also told me they could try >and find another vehicle on another dealers lot. Quite predictably, >they never called back and when I called them, I was told they couldn’t >find anything. They offered to refund my money at this point (of course >I will lose any tax benefits of trading this vehicle in along with some >taxes from depreciation of the old vehicle) or he could try and reorder >which would probably take 6-8 weeks again (but of course, no >guarantees). >I made some calls of my own and I was able to find a similarly equipped >vehicle on a lot somewhere and I even pointed it to the dealer. He >couldn’t come to terms with this dealer. I have since found out that >the "Customer Assistance" I have been calling is not even GMC. They >are an outside firm who GMC pays to "keep customers calm or happy" >and the only thing they have done so far is call the dealer back. I >have tried to speak to a regional representative but have been unable >to get a phone number from anyone involved. >The dealer is still "trying to resolve the situation." Obviously >the way this whole thing has progressed, I have little faith in that >happening. >I want to add that I have been a longtime GMC customer. Between my >business and my family purchases this would have been the 11th new >vehicle in 10 years (about $275k in business to GMC). >I am not only frustrated with the dealer who I don’t think even ordered >a vehicle at any point. I am also frustrated with GMC. I called their >"Customer Assistance" expecting to speak to a GMC employee not someone >whose only job is to calm me down. I would very much like to purchase a >vehicle, but at this point I feel on principles alone I should go out >and >buy a Dodge or Ford vehicle. Waiting 5 months for a vehicle is beyond >ridiculous and even at this point they are doing very little to bring >this to a satisfactory conclusion. I run my own business and I would be >very embarrassed if any of my customers were treated in this manner and >would be doing everything in my power to bring this to a quick >conclusion. >Can anyone give me any suggestions. I would like to speak to a GMC >employee who I can voice my concerns with, such as a regional >representative. I would like a complaint to be noted against Bob Fish >GMC since their treatment of this matter has been horrendous. >– >Helmut Keidl >Midwest Composite Technologies, Inc. >(262) 367-8254
Response:
Helmut, I had a similar problem with a Cadillac dealer here in the Detroit area. I agree that the Customer Assistance Service is a total joke. They are indeed a contracted company from the East Coast whose sole purpose is to submit a "feeling" of support to GM customers who experience problems. To pamper the customers who call in is not even their primary mission. It is rather the compilation of lists/statistics for GM’s management staff as it pertains to customer complaints. If you listened carefully to their responses during your complaint you should have noticed that they actually asked questions. Well, they need to fill in certain forms which they submit to GM to get some extra payments out of the deal. I happen to work in the automotive supply industry right here in Detroit. And even though most of the work my company does is for the domestic manufacturers/brands, I came to the firm (but sad) conclusion that none of them will get any of my business any longer (except company vehicle, because of car policy). The service I got from GM and Ford is mediocre at best. And the quality, durability, etc. is even worse when compared with certain products from Far East or Europe. I just think that the US Auto Industrie lost once again their focus. Ironically, I strongly believe this is primarily attributable to a number of very "fat" years for the industry. All the problems are downplayed because SUV’s sell sooo good…right now. So I am afraid that you and I will have to wait until shortly after the next major downturn of the domestic Auto sector to get some attention as customers again. The current motto seems to be: "We built cars only for Wall Street, not for Main Street". Since you need obviously a large delivery vehicle such as the GMT 600 model you could not get through Bob Fish, your choices are limited. I tend to believe though that Econolines from Ford may be of a marginally better quality than the GM models. I know that the door structure, in particular rear doors and the 60/40 side door including the installed hardware are definitly sub-standard in terms of surviving the durability tests on the GM. Herbert Gruber Rochester Hills, MI – Hide quoted text — Show quoted text – > I’ve been having a lot of trouble buying a GMC Savana 3500 Extended > Van from Bob Fish GMC in West Bend, Wisconsin. I have been waiting > over 5 months for this vehicle and there is currently no end to the > waiting. Here is what has happened to me so far. > I ordered the vehicle in early April for my company’s delivery > needs. Shortly after that, I traded in my GMC Suburban for about > $13,500. I also was planning on selling my company’s current van > to an individual who was willing to wait for the new van to be delivered > to me for about $6000. The have been sitting on the Suburban trade-in > money for all this time. I had numerous problems keeping in contact > with my salesperson but didn’t think much of it at the time. The > vehicle when ordered was supposed to take 6-8 weeks. As that deadline > approached, I began to question where the vehicle was and was given > a line about it being pushed into a 2000 model year order because the > plant was no longer going to be building 1999 vehicles. I accepted that > and waited some more. When I began pushing for a delivery date of the > 2000, he was at first unable to find a build date in the system. One > of the many times I called, I was told that the dealer thought the > vehicle was going to be built in August. August came and went without > any call from the dealer. When I called him back again, he was less > than helpful. He couldn’t give me an order number or build date–he > didn’t have that info handy. Then I called up GM Customer Assistance > and they were very courteous (but very unhelpful). We talked back and > forth many times but they were able to do little but call the dealer. > I began to try and ask the dealer for an order number but he was never > able to get one. I asked for an order number many many many times > and each time he said it wasn’t handy but he’d get back to me with it. > Sometime in that time I was given a build date of the week of October > 3rd but was then told they had accidentally ordered the standard 3500 > vs the extended 3500. By this time, the buyer of my old Van had > decided he could no longer wait for me to get my new vehicle and > backed out of the deal (quite understandably) so I am now losing the > difference between what he offered me ($6000) and what the dealer > offered me for trade-in ($2500) unless I can find a new buyer for > my old van. At this point I knew I was getting quite a bit > of a run-around. I called back the dealer and I demanded the order > number. Again he didn’t have it and he stressed it wouldn’t do me any > good because it was the order number for the wrong vehicle. In this > time, I tried to talk to Bob Fish (the owner). He was not in or wasn’t > answering his pages. I tried to talk to the General Manager. I spoke > to him once and he put me on hold and passed me onto the salesman. He > refused to talk to me at that time. They also told me they could try > and find another vehicle on another dealers lot. Quite predictably, > they never called back and when I called them, I was told they couldn’t > find anything. They offered to refund my money at this point (of course > I will lose any tax benefits of trading this vehicle in along with some > taxes from depreciation of the old vehicle) or he could try and reorder > which would probably take 6-8 weeks again (but of course, no > guarantees). > I made some calls of my own and I was able to find a similarly equipped > vehicle on a lot somewhere and I even pointed it to the dealer. He > couldn’t come to terms with this dealer. I have since found out that > the "Customer Assistance" I have been calling is not even GMC. They > are an outside firm who GMC pays to "keep customers calm or happy" > and the only thing they have done so far is call the dealer back. I > have tried to speak to a regional representative but have been unable > to get a phone number from anyone involved. > The dealer is still "trying to resolve the situation." Obviously > the way this whole thing has progressed, I have little faith in that > happening. > I want to add that I have been a longtime GMC customer. Between my > business and my family purchases this would have been the 11th new > vehicle in 10 years (about $275k in business to GMC). > I am not only frustrated with the dealer who I don’t think even ordered > a vehicle at any point. I am also frustrated with GMC. I called their > "Customer Assistance" expecting to speak to a GMC employee not someone > whose only job is to calm me down. I would very much like to purchase a > vehicle, but at this point I feel on principles alone I should go out > and > buy a Dodge or Ford vehicle. Waiting 5 months for a vehicle is beyond > ridiculous and even at this point they are doing very little to bring > this to a satisfactory conclusion. I run my own business and I would be > very embarrassed if any of my customers were treated in this manner and > would be doing everything in my power to bring this to a quick > conclusion. > Can anyone give me any suggestions. I would like to speak to a GMC > employee who I can voice my concerns with, such as a regional > representative. I would like a complaint to be noted against Bob Fish > GMC since their treatment of this matter has been horrendous. > — > Helmut Keidl > Midwest Composite Technologies, Inc. > (262) 367-8254
Response:
Your problem is with the Dealer, not GMC. Yes, the dealer *represents* the manufacturer, but spiff happens when ordinary people get involved (salespeople usually sux in all industry). I don’t see a solution to your problem, except not to blame GMC at this point. GMC is about to buy several hundred dealerships in order to be more competitive and customer oriented. Regarding your trade in, problems can always occur when ordering a new vehicle…so when it comes to your *business or finances*, a bird-in-the-hand comes to my mind. In another matter, I have noticed an unusually high number of Germans and Swedes having SUV-Truck-Van complaints with GMC/Chevrolet. I wonder why? the game man, brett – Hide quoted text — Show quoted text – >I’ve been having a lot of trouble buying a GMC Savana 3500 Extended >Van from Bob Fish GMC in West Bend, Wisconsin. I have been waiting >over 5 months for this vehicle and there is currently no end to the >waiting. Here is what has happened to me so far. >I ordered the vehicle in early April for my company’s delivery >needs. Shortly after that, I traded in my GMC Suburban for about >$13,500. I also was planning on selling my company’s current van >to an individual who was willing to wait for the new van to be delivered >to me for about $6000. The have been sitting on the Suburban trade-in >money for all this time. I had numerous problems keeping in contact >with my salesperson but didn’t think much of it at the time. The >vehicle when ordered was supposed to take 6-8 weeks. As that deadline >approached, I began to question where the vehicle was and was given >a line about it being pushed into a 2000 model year order because the >plant was no longer going to be building 1999 vehicles. I accepted that >and waited some more. When I began pushing for a delivery date of the >2000, he was at first unable to find a build date in the system. One >of the many times I called, I was told that the dealer thought the >vehicle was going to be built in August. August came and went without >any call from the dealer. When I called him back again, he was less >than helpful. He couldn’t give me an order number or build date–he >didn’t have that info handy. Then I called up GM Customer Assistance >and they were very courteous (but very unhelpful). We talked back and >forth many times but they were able to do little but call the dealer. >I began to try and ask the dealer for an order number but he was never >able to get one. I asked for an order number many many many times >and each time he said it wasn’t handy but he’d get back to me with it. >Sometime in that time I was given a build date of the week of October >3rd but was then told they had accidentally ordered the standard 3500 >vs the extended 3500. By this time, the buyer of my old Van had >decided he could no longer wait for me to get my new vehicle and >backed out of the deal (quite understandably) so I am now losing the >difference between what he offered me ($6000) and what the dealer >offered me for trade-in ($2500) unless I can find a new buyer for >my old van. At this point I knew I was getting quite a bit >of a run-around. I called back the dealer and I demanded the order >number. Again he didn’t have it and he stressed it wouldn’t do me any >good because it was the order number for the wrong vehicle. In this >time, I tried to talk to Bob Fish (the owner). He was not in or wasn’t >answering his pages. I tried to talk to the General Manager. I spoke >to him once and he put me on hold and passed me onto the salesman. He >refused to talk to me at that time. They also told me they could try >and find another vehicle on another dealers lot. Quite predictably, >they never called back and when I called them, I was told they couldn’t >find anything. They offered to refund my money at this point (of course >I will lose any tax benefits of trading this vehicle in along with some >taxes from depreciation of the old vehicle) or he could try and reorder >which would probably take 6-8 weeks again (but of course, no >guarantees). >I made some calls of my own and I was able to find a similarly equipped >vehicle on a lot somewhere and I even pointed it to the dealer. He >couldn’t come to terms with this dealer. I have since found out that >the "Customer Assistance" I have been calling is not even GMC. They >are an outside firm who GMC pays to "keep customers calm or happy" >and the only thing they have done so far is call the dealer back. I >have tried to speak to a regional representative but have been unable >to get a phone number from anyone involved. >The dealer is still "trying to resolve the situation." Obviously >the way this whole thing has progressed, I have little faith in that >happening. >I want to add that I have been a longtime GMC customer. Between my >business and my family purchases this would have been the 11th new >vehicle in 10 years (about $275k in business to GMC). >I am not only frustrated with the dealer who I don’t think even ordered >a vehicle at any point. I am also frustrated with GMC. I called their >"Customer Assistance" expecting to speak to a GMC employee not someone >whose only job is to calm me down. I would very much like to purchase a >vehicle, but at this point I feel on principles alone I should go out >and >buy a Dodge or Ford vehicle. Waiting 5 months for a vehicle is beyond >ridiculous and even at this point they are doing very little to bring >this to a satisfactory conclusion. I run my own business and I would be >very embarrassed if any of my customers were treated in this manner and >would be doing everything in my power to bring this to a quick >conclusion. >Can anyone give me any suggestions. I would like to speak to a GMC >employee who I can voice my concerns with, such as a regional >representative. I would like a complaint to be noted against Bob Fish >GMC since their treatment of this matter has been horrendous. >– >Helmut Keidl >Midwest Composite Technologies, Inc. >(262) 367-8254
Response:
I’ve been having a lot of trouble buying a GMC Savana 3500 Extended Van from Bob Fish GMC in West Bend, Wisconsin. I have been waiting over 5 months for this vehicle and there is currently no end to the waiting. Here is what has happened to me so far. I ordered the vehicle in early April for my company’s delivery needs. Shortly after that, I traded in my GMC Suburban for about $13,500. I also was planning on selling my company’s current van to an individual who was willing to wait for the new van to be delivered to me for about $6000. The have been sitting on the Suburban trade-in money for all this time. I had numerous problems keeping in contact with my salesperson but didn’t think much of it at the time. The vehicle when ordered was supposed to take 6-8 weeks. As that deadline approached, I began to question where the vehicle was and was given a line about it being pushed into a 2000 model year order because the plant was no longer going to be building 1999 vehicles. I accepted that and waited some more. When I began pushing for a delivery date of the 2000, he was at first unable to find a build date in the system. One of the many times I called, I was told that the dealer thought the vehicle was going to be built in August. August came and went without any call from the dealer. When I called him back again, he was less than helpful. He couldn’t give me an order number or build date–he didn’t have that info handy. Then I called up GM Customer Assistance and they were very courteous (but very unhelpful). We talked back and forth many times but they were able to do little but call the dealer. I began to try and ask the dealer for an order number but he was never able to get one. I asked for an order number many many many times and each time he said it wasn’t handy but he’d get back to me with it. Sometime in that time I was given a build date of the week of October 3rd but was then told they had accidentally ordered the standard 3500 vs the extended 3500. By this time, the buyer of my old Van had decided he could no longer wait for me to get my new vehicle and backed out of the deal (quite understandably) so I am now losing the difference between what he offered me ($6000) and what the dealer offered me for trade-in ($2500) unless I can find a new buyer for my old van. At this point I knew I was getting quite a bit of a run-around. I called back the dealer and I demanded the order number. Again he didn’t have it and he stressed it wouldn’t do me any good because it was the order number for the wrong vehicle. In this time, I tried to talk to Bob Fish (the owner). He was not in or wasn’t answering his pages. I tried to talk to the General Manager. I spoke to him once and he put me on hold and passed me onto the salesman. He refused to talk to me at that time. They also told me they could try and find another vehicle on another dealers lot. Quite predictably, they never called back and when I called them, I was told they couldn’t find anything. They offered to refund my money at this point (of course I will lose any tax benefits of trading this vehicle in along with some taxes from depreciation of the old vehicle) or he could try and reorder which would probably take 6-8 weeks again (but of course, no guarantees). I made some calls of my own and I was able to find a similarly equipped vehicle on a lot somewhere and I even pointed it to the dealer. He couldn’t come to terms with this dealer. I have since found out that the "Customer Assistance" I have been calling is not even GMC. They are an outside firm who GMC pays to "keep customers calm or happy" and the only thing they have done so far is call the dealer back. I have tried to speak to a regional representative but have been unable to get a phone number from anyone involved. The dealer is still "trying to resolve the situation." Obviously the way this whole thing has progressed, I have little faith in that happening. I want to add that I have been a longtime GMC customer. Between my business and my family purchases this would have been the 11th new vehicle in 10 years (about $275k in business to GMC). I am not only frustrated with the dealer who I don’t think even ordered a vehicle at any point. I am also frustrated with GMC. I called their "Customer Assistance" expecting to speak to a GMC employee not someone whose only job is to calm me down. I would very much like to purchase a vehicle, but at this point I feel on principles alone I should go out and buy a Dodge or Ford vehicle. Waiting 5 months for a vehicle is beyond ridiculous and even at this point they are doing very little to bring this to a satisfactory conclusion. I run my own business and I would be very embarrassed if any of my customers were treated in this manner and would be doing everything in my power to bring this to a quick conclusion. Can anyone give me any suggestions. I would like to speak to a GMC employee who I can voice my concerns with, such as a regional representative. I would like a complaint to be noted against Bob Fish GMC since their treatment of this matter has been horrendous. — Helmut Keidl Midwest Composite Technologies, Inc. (262) 367-8254
