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Concerning a 2016 GMC Acadia SLT

In less than three years, this vehicle has required an unusual number of atypical repairs. Most recently, the steering failed. Previous unresolved complaints include persistent Infotainment System crashes and extreme/aberrant vibration and undercarriage noice when ascending steep hills. Previously owned a Yukon Denali Hybrid. Established service at local dealership Thorson of Pasadena. On average every three months both previous and current vehicle received oil change service at Thorson. Additionally, any other major service performed at Thorson. So six year relationship with Thorson. For two years (while in warranty), we informed Thorson of the Infotainment crashes and the issue encountered when Acadia ascends steep hills. Each time, for two years, we were told "no issue" discovered. Three weeks ago the steering fails. We bring the vehicle into Thorson for evaluation and repair. Told steering pump and hoses failed. $1200 repair required. Car out of warranty. We contact Corporate Customer Experience regarding why the steering on a relatively new car would fail. Long story short, GMC agrees to cover half the cost of repairs. We still question WHY steering would fail on a less than 3 yo vehicle. We mention the persistent issues we have had with vibration/noise when ascending up hill and ask whether the steering issue could be related. We auth repairs. Since Thorson did not offer a loaner we rent a car. Three days later the vehicle is repaired...or so we think. We pick the car up in the evening and head immediately to an out of town commitment. On the freeway going 65 mph the steering fails!!!! We are 30 miles from home with our kids in the car. Next morn we call Thorson. THEY WANT TO CHARGE US TO DIAGNOSE WHAT IS WRONG WITH THE CAR!!!!!! We say heck no!!!! We left the car at Thorson, got another rental (again no loaner was offered). After TWO DAYS a manager agrees to do an assessment of the vehicle and discovers that THE REPAIR THAT THEY DID WAS IMPROPER AND THAT THE PUMP THEY INSTALLED LEAKED FLUID AND CONTAMINATED THE ENTIRE STEERING SYSTEM. As a result the entire system would have to be replaced. They agree to cover the cost of the repair (and act like they are doing us a favor). WE CALL GMC CORPORATE CUSTOMER EXPERIENCE AND REPORT WHAT IS HAPPENING. They concede if we were not offered a loaner a rental car credit should have been offered. In light of the repair history they also began the process of weighing a vehicle buyback option. WE INSIST TO CUSTOMER EXPERIENCE THAT THORSON BE HELD ACCOUNTABLE DUE TO THEIR PAST NEGLIGENCE TO ADDRESS OUR PERSISTENT (TWO YEAR) COMPLAINTS ABOUT THE INFOTAINMENT CRASHES AND THE EXTREME VIBRATION/NOISE UPON ASCENDING STEEP HILLS. Customer Experience agreed to intervene. Very long story short...THORSON REFUSED TO ADDRESS THE ISSUES RELATED TO THE INFOTAINMENT SYSTEM OR VIBRATION/NOISE. They indicated that they would only address if we pay for diagnostic and repairs. We argued that when the car was IN WARRANTY WE DID PERSISTENTLY COMPLAIN AND THEY FOR TWO YEARS SAID THERE WAS NO ISSUE. As recent as April 1, 2019 we had brought the car in for service and mentioned the issues again and was told "no issue." Last week they finally suggested it was "likely" the bushings that were causing the vibration/noise issues. How they made that assessment we do not know. They said it would cost us $1200 to repair. We said they should eat the costs. OUR ARGUMENT IS THAT THEY WERE NEGLIGENT WHEN THEY FAILED TO PROPERLY IDENTIFY THE ISSUE WHEN THE VEHICLE WAS IN WARRANTY. As importantly, why were the bushings failing on a vehicle that was one year old (when the problem began). BTW...the vehicle has never been in an accident. WE COMPLAINED TO CUSTOMER EXPERIENCE WE FELT THIS POSITIONING BY THORSON WAS UNREASONABLE. BTW...while all this back and forth is going on, they still have our vehicle and we are still paying for a rental. Communication with Customer Experience was poor and ineffectual. They are IMPOTENT. Two days ago, 3 weeks into this debacle, I call to follow up since we were getting no where with the dealer or Customer Experience. The once pleasant Experience Rep is now bordering on rude/dismissive (someone must have gotten their hand slapped for playing nice with the customer). She informs me that our vehicle repairs are complete, in a nutshell Thorson refuses to address the Infotainment and vibration/noise issues, and Thorson will not reimburse any of our rental car costs. Further if we do not pick up our vehicle IMMEDIATELY they will SELL OUR VEHICLE!!! Yesterday we picked up our vehicle. Surprise surprise...the steering is still faulty. We immediately emailed Customer Experience an update to include a video of the vehicle experiencing the vibration/noise when ascending a steep hill. BTW, it bears mentioning THORSON LIED AND TOLD CUSTOMER EXPERIENCE THERE WERE NO SERVICE RECORDS INDICATING THAT WE EVER COMPLAINED ABOUT THE INFOTAINMENT OR VIBRATION/NOISE ISSUES. We keep EVERY SERVICE RECORD EVERY PROVIDED and sent the Customer Service Rep the records from the past five months. The records clearly state our complaints about the noise/vibration. WE HAVE RECEIVED NO FURTHER COMMUNICATION FROM CUSTOMER EXPERIENCE. IT IS CLEAR GMC DOES NOT STAND BEHIND ITS PRODUCTS NOR DOES IT VALUE ITS CUSTOMERS. We have a lemon and now have no choice but to pursue legal action against THORSON and GMC.


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