Capitol Buick GMC

Dealer Response

We are sorry that your experience with Capitol Buick GMC did not live up to your expectations. The following are specific details surrounding your vehicle that hopefully help by shedding some additional light. Your vehicle was towed in to Capitol Buick GMC on 7/26/21 due to overheating and reduced power conditions. The vehicle was inspected and found to have a leaking water pump. The vehicle was not road tested due to the overheating condition. During the vehicle inspection, other items were discovered to be needing attention (front struts leaking, transmission case leaking, timing cover seal oil leak & power steering hose leaking). Along with the water pump, these other items were presented to you as recommended repairs. You approved all of them. At no time was it brought to the attention of the dealership that you had already been experiencing a shudder in the transmission and the dealer had not yet road tested the vehicle. The approved repairs were performed and, upon final road test, it was discovered that the transmission had a shudder. This was immediately brought to your attention, at which time you stated you had previously been experiencing this shudder from the transmission. You declined any further repairs, paid for and picked up your vehicle. On 9/23/2021 Capitol Buick GMC received an email from you stating, among other things, that the work previously performed was subpar. You included an inspection report from another facility. Capitol Buick GMC performed an investigation into this claim of subpar workmanship including discussions with and between the Service Manager, Service Advisor and all Technicians involved in the repairs completed on this vehicle. Additionally, the other repair facility was called and their findings were discussed. At no time did the other facility state that the previous repairs were subpar. One error was discovered during the investigation. The torn CV boot had been seen by all three technician who worked on the vehicle, yet none of them brought this item up as a recommendation. The Service Manager called to discuss and formulate a plan with you to address your concerns. It was agreed that you would bring the vehicle back to the dealership for inspection and review, at no charge, and you would be provided with a complimentary rental vehicle for the duration of the visit. You returned to the dealership on 10/5/2021. The inspection was performed, and the lower portion of the engine, transmission and power steering were cleaned of residual oil. Dye was put into the oil, and the vehicle was road tested 40 miles, then allowed to run in a stall for several hours. No leaks were detected from the components named above. The torn CV boot was confirmed as well as the radiator leak. The transmission shudder was also felt again. The dealership continued to road test and run the vehicle the next day in an effort to expose any active leaks. No leaks from the previous work were detected. The Service manager called you to discuss findings and offer possible solutions. 1. The notion of sub-par work was not confirmed. There were no active leaks found from any of the previously repaired components. 2. The radiator was not leaking during the prior visit. It likely began leaking only after the cooling system was allowed to fully pressurize after the water pump replacement. 3. The transmission shudder could not have been detected prior to the previous work being performed due to the inability to road test the vehicle until after the overheating condition was corrected. 4. The CV boot should have been noted and recommended during the past visit. As goodwill and in an effort to achieve your satisfaction, the dealership offered to repair the CV boot at no charge. The dealership also offered to replace a missing radiator cover. Both of these items have a total retail value of $679.69. The dealer also offered to provide a complimentary rental vehicle during these repairs. You stated this offer was not going to satisfy you and that you would seek out the BBB and other agencies to assist. The vehicle was ready for pick-up on 10/7/21, however, you were unable to pick it up and return the rental car until 10/11/21 due to a family illness. As goodwill, the dealership did not attempt to charge for the additional 4 rental days. Capitol Buick GMC stands behind its work. If any of the areas on which the dealership worked are not working properly, they will be fixed at the dealership’s expense. After further inspection, they are working properly. Other items that were not initially brought to the dealership’s attention nor were they worked on cannot receive such coverage.