Orange Buick GMC - Service Center

Warning do not trust Glynn Doughty or Michael Richardson. Service and Parts Director Orange Buick GMC 3883 W. Colonial Dr Orlando, FL 32808 407-291-8110 Please note that in this complaint I experie Service and Parts Director Orange Buick GMC 3883 W. Colonial Dr Orlando, FL 32808 407-291-8110 Please note that in this complaint I experienced horrible and extremely bad customer service by these two individuals that ranged from misrepresenting the truth, harassment, subtle threats, total disregard for customers concerns for the dealership to provide proof that the service was completed and intimidation tactics. October 8th at 8:16 a.m. Mr Glynn Doughty, Service Advisor sent me this email stating quote, Good morning Mr. Shaw, The chassis control module or body control module is what is needed, not the fuel pump control module. The body control module has a purpose in controlling auto electric units, like the fuel pump control module. The body control module is like the brain of the vehicle sending signals throughout the vehicle. The fuel pump itself is in an entirely different location being in the tank." end------ However, on October 14th, 2022, De Lawson, Geico insurance agent, notified me over the phone that Mr Doughty never mentioned anything to him about the chassis control module. Then, on October 21st 2022, I received a letter from Geico that confirmed the insurance agent's statements that Glynn told him that it was only the fuel pump because in the letter it never States anything about the chassis control module. When I initially brought the car into the Orange Buick dealership, Glynn presented me a printout of how much the vehicle will cost to be repaired, Mr Doughty gave me a total cost that was different from the total cost of what he told me over the phone. And on the printout I saw items that was never discussed on the printout and then I asked him about the items listed. Glynn stated that the technician had advised me in the repairs of the vehicles needs was that an air compartment filter that sits behind the glove compartment needed to be replaced and that I refused to have that repair. Confused and shocked at what Glynn was referring to, I had no idea what in the world he was talking about because I never refused anything. So I asked Glynn, who is this technician you speak of, then Glynn got a confused pause on his face and then started providing answers that didn't make any sense. When l asked the questions, "When did I refuse, what's the technician's name, when did I speak to the technician, and can I meet this technician"? Oddly Glen was not able to provide an answer to any of those questions which seemed shady and weird. Glenn Doughty was never able to present the name of this mystery technician or did he allow me to speak with him or her. So Glenn told me not to worry about it and that he would take care of it and cover the cost of the required part which is the air compartment filter and oil change. When I mentioned that I need to replace my right passenger light bulb he stated the cost would be about $360 some dollars. When I asked him does that include the labor he said no that would be about $575. So I asked him when you told me about the cost for the control module he said it was $543 and he stated that include the labor. When I asked him the question when you told me the cost of the control module, the labor was included but when I asked you the cost to repair the light, why did you give me just the for the bulb but failed to include the labor of the headlight and Mr Doughty had no response and stated that because his error, he would cover the cost for the cleaning of the fuel injection, which in the end the dealership still made me pay. At that point, l didn't feel comfortable and did not trust the answers of what Glynn was telling me and started to feel as though he was just trying to come up with extra money to charge me. In fairness because the dealership has demonstrated that they cannot be trusted in relation to not being able to provide the customer with an accurate cost and labor, their actions are concerning and demonstrated behavior that is weird and shady. I am concerned that the service may not be done properly and that the dealership may try to cut corners and not even perform the service or even follow through and do the oil change or the replacement of the air compartment filter that' is needed. I am requiring the dealership provide proof that the vehicle's old parts that's being replaced to show the image of that part along with the serial numbers compared to the new parts and serial numbers of the items removed and replaced. Up to this point the dealership has never provided proof of the old parts that I requested images and serial numbers for the new ones for the service they did!!! After essentially requesting proof Mr Richardson sent me this response email, on Tue, Nov 22, 2022 at 6:44 AM Good morning Mr. Shaw, No, I am not concerned with the times you get off work only the time I need to be here for when you pick up. I told you I would cover the labor to replace the battery I also told you how I tested it and the model of tester. service 100 cars per day and have the best reputation in town for a gm dealership. Our reputation is very important to us. Ill make this very simple. Return your loaner. Ill pull all the parts out of your vehicle and you can get it towed out. Why would I pay a technician to replace a battery you had installed elsewhere. I will put no more effort into this matter. You can come get your running vehicle today or I will proceed with putting the defective parts back in it and begin charging you for the loaner you are driving. Even though Mr Richardson stated that the dealerships reputation is very important to them his actions continue to prove that they are not to be trusted. On November 17th 2022 at approximately 8:06 a.m. I received the following email, Good Morning Mr. Shaw, Your new battery is bad. It will not hold or take a charge. Would you like us to remove it so you can exchange it? Im not going to charge you to remove and install the battery. I will cover it. We tested the battery for two hours then it failed a test with a midtronics battery tester. It will not start the car.I will email you as soon as its out. Im waiting on the technician to finish something. Mr Richardson was given the opportunity to provide proof on the test results that he claim that the battery was dead and could not hold a charge. It was later discovered that Mr Richardson's statements that the battery was dead and could not hold a charged was inconsistent with the proof, I have in my possession of the test results that was done at AutoZone. AutoZone 6240 1153 S GOLDWYN AVE Orlando, FL (407) 204-8910 Store Transaction #:874917 Witnesses: AutoZone manager, Robert AutoZone employee Curtis I went to AutoZone where I originally purchased the battery and got another battery and brought it to Orange Buick dealership so that Mr Richardson can replace it. AutoZone used the same or similar type of testing device as Mr. Richardson and the battery display information that the battery was in fact hold a charge and several images that confirmed this fact. Both supporting witnesses confirmed and said the battery was good. Now AutoZone has to deal with the fact that they've lost $229 and had to damage out their battery that is practically brand new. When around the time that they were close to finishing up with my vehicle, they continuously harassed me and attempted force me to return their loaner vehicle with ridiculous and unreasonable circumstances and yet proved that they were only thinking of themselves when it cames to providing basic customer service. On 11/21/22 at 803 a.m., in the second paragraph of Mr Richardson email he sent me stating quote, Good Morning Mr. Shaw, You have refused to sign the invoice so I can have Geico pay for the module. When are you going to come in and do that? Please don’t expect to pickup at that time. I will still need payment from them prior to pickup. This can be avoided if you would like to pay the bill and seek reimbursement from Geico. Then he sends another email that states quote, Good Morning Mr. Shaw, Please come down and sign the invoice so we can submit it to Geico. I have you in alternate transportation and have been very patient. Im not trying to trick you into signing something. I just want to get this past us. Sincerely, Mike Richardson end----- Mr Richardson was well aware that I was only supposed to deal with him and not Mr Glynn Doughty and Mr Richardson was not present on the day they completed the repairs on the vehicle. Mr. Richardson's actions placed me in a hostile situation with Mr. Doughty. Because l exposed Mr. Doughty's Integrity issue with misrepresenting the truth to the insurance agent, I was forced to deal with Mr Doughty because he was the only one familar with the status of my vehicle. Furthermore to confirm Mr Richardson awareness this fact he himself sent me an email on 10/17/22 at approximately 7:53am that stated, quote, "Mr. Shaw, l will be handling all communication with you from Friday October 14th forward, Just like we talked about on Friday. We are covering the loaner you are in now." My response to Mr Richardson's email was, Good morning Mr Richardson, Sir I'm at work right now. What do you suggest I do if I'm at work and you never discussed making arrangements. I hope you don't expect for me to leave my job when I'm at work. I would not expect when you were off on Friday spending time with your family to leave your house to come down so that I may sign the invoice. Mr Richardson, I am really concerned about your lackadaisical actions unfortunately sir I'm at work right now if you were that concerned about making those arrangements we could have discussed that on Saturday when we went over the cost. When I get off from work I will come down sign the invoice to make payment. Thanks, Rueben Shaw My email response to Mr Richardson stated quote, Good morning Mr Richardson, I have no idea what you're talking about as it relates to me refusing to sign the invoice that is incorrect. Sir did you forget what was agreed upon in your email that you sent to me. I was told by you and GMC Corporation, agent, Katie, that my car will be done by Friday!!! Prior to that because of the behavior and the actions of your advisor Glynn Doughty you stated that you would take over his position to handle this case. Because you were not present, never informing me that you were not going to be available on Friday, when the vehicle was supposed to be picked up, why would I sign an invoice when you're supposed to be present? I've already sent you a previous email letting you know that the manager that was in your position had no idea what was going on and I was not supposed to deal with Glynn Doughty. Thanks, Rueben Shaw Even though Mr Richard was aware and confirmed through emails that he will be addressing me from this point on he's still allowed Mr Doughty to interact with me In the process of the dealership trying to force me to return the loaner vehicle under ridiculous circumstances. Even with this understanding, Mr Doughty still conacted me. After his first email I notified Mr Doughty stating quote, Mr. Doughty you are here by notified to cease and desist from contacting me any further by email. Any further emails from you will be considered harassment. Thanks, Rueben Shaw Even so Mr Doughty was informed to stop contacting me and that any further contact by him will be considered harassment he still emailed me indirectly by copying me to an email that he sent on Mon, Nov 21, 2022 at 1:30 PM, he emailed, James King that stated quote, Good afternoon James, Since Mike is unavailable and communication doesn’t clearly state when arrangements have been made. This is to inform you on the situation Mr. Shaw seems to be refusing to move forward in getting his vehicle back into his hands today as he all but stated he will not do so. His refusal to deal with personnel that is available for his immediate attention is concern in retrieving our vehicle back form him in a timely manner as his vehicle has been complete on the date he was told it would be back on 11/18/2022. He has since then been sent an invoice via email at his request with Geico personnel attached, so either they are refusing to assist Mr. Shaw in moving forward with a non signed invoice or they have muted the conversation. Thank you Glynn Doughty More