Morgan Buick, GMC — 100,000 mile warranty and service department
I would like to file an official complaint against:
Morgan Buick GMC- GMC Warranty Department
8757 Business Park dr.
Shreveport, LA 71105
This compliant is more towards GMC, as they are the ones who hold our warranty.
We purchased a 2014 Chevrolet Cruze from Morgan Buick in Shreveport Louisiana on 06/03/2015. At purchase, the vehicle had just under 12, 000 miles and was supposed to be covered under warranty for 100, 000 miles. The vehicle was brought in with engine issues on 12/19/2015, just a few short months after purchase). The service was completed by Christopher Page and it was identified that the water pump was leaking through a weep hole which caused the engine to overheat. In the service notes, it was indicated that the water pump had been replaced due to the leak, under warranty. The vehicle was brought in again on 12/23/2015, only 4 days later, with engine overheating issues again. Once more, Christopher Page was the technician and on his service notes he indicated that the gasket was now leaking from the engine and the coolant thermostat had to be replaced. On 12/30/2015, 7 days later, the vehicle was brought in again with overheating engine issues. Work was completed by Christopher page again, stating that the thermostat was stuck open. When questioning the service manager about the numerous issues, it was told to us by Brian Charron that Christopher had installed the thermostat incorrectly the first time. No compliment was made, as we understand human error and just wanted the vehicle to be up and running. On 4/17/2017, 4 months after the issue overheating issue, the vehicle was called in once more. The vehicle had overheating engine issue again. Brian Charron preformed the review and stated on the service notes that the Water pump leaked (which was supposed to be relatively new, as it would have been just over 13 months old if truly replaced when the first issue arose in 2015) and said that the engine was behind repair. When questioned about the damage, Brian said that “both heads on the motor where warped” but the engine in a Chevrolet cruise only has one head, so either he had truly examined the vehicle or he was making up charges. After submitting two cases for warranty work with both Morgan and GMC, have denied the repair under warranty and are charging $4, 200-$7, 300 to replace the engine. The reasoning they disclosed was “owner abuse” with more detail stating that the car was driven to long while overheating. After reviewing the warranty, the engine and water pump are both covered until 100, 000 miles. The vehicle 73, 431 miles when it was brought in the last time, as this vehicle is our main source of transportation from work from Shreveport, LA to Oil City every day. The check engine line did not come on until right before the car was brought in. In all cases, including this one, the service team instructed us to drive the vehicle into the shop. It was too hot to even turn over at this point and we requested a tow truck be sent out to bring in the car to the shop. The car was not abused but simply driven to complete it’s daily function of going back and forth to work and when instructed to drive into the shop (even when we told them it was overheating). It is clear through the service records that the engine has been an issue since the purchase and that proper service, though attempted by us, the client, had not been given through the service team which lead to damage to the engine that could have led to engine failure on 4/11/2017. The vehicle had been brought in every year for it’s scheduled maintenance on 09/5/2015 and 04/9/2016. The vehicle was just about due for it’s next maintenance before the engine gave out. All service records indicated what I have disclosed are available upon request. I can even pull phone records, if desired, to prove how many times we had to call into the service team.