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This profile includes complaints for Bentley Buick GMC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bentley Buick GMC

  2120 Drake Ave SW Huntsville, AL 35805-5193

  
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  Bentley Buick GMC

  PO Box 7169 Huntsville, AL 35807-1169

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a *** Truck on February 18, 2025 from Bentley Buick GMC. I reviewed the vehicle online and took a snapshot of the advertisement which is shown in the attached file named "IMG_0359". I searched for NEW vehicles which the truck was listed as new and came up in the search as such. I searched for 2024 New vehicles specifically to get the current GMC 0% interest for 36 months. In discussions with the salesman **** ******* he never mentioned the truck was a Demo vehicle or as Bentley calls it a Courtesy Vehicle. I was out of town on work so my wife went to complete the paperwork and pick up the truck. She clearly told Mr. ******* that she would be taking back roads so as not to exceed 55MPH to ensure the proper break-in period of the engine. Mr. ******* again, never mentioned the truck had ***** miles on it. I find it reprehensible that a dealer would put a small Courtesy Car disclaimer on their advertisement as shown in the attached file "advertisement" and not clearly list how many miles were on the vehicle in the ad. You can go on their website any time and search for 2024 New vehicles and the ones that are courtesy vehicles have no mention of the mileage. I also find it reprehensible that the Salesman would knowingly suppress this information when confronted by a statement from my wife about the break-in period. As a result of purchasing a Demo vehicle, we are stuck with a reduced warranty period, have no idea how the engine was broken in, or if the vehicle was driven aggressively or off road. Knowing this information I would have negotiated the truck $3,000 less or gone to another dealership to purchase a NEW vehicle that I thought I was getting.

  

  Business Response

  Date: 03/18/2025

  Courtesy vehicles are advertised as new vehicles because they have never been registered before, so they are legally new vehicles. They qualify for all manufacturer rebates and programs because the Courtesy Transportation Program is a ** program. You mentioned you searched for New 2024 Vehicles because you wanted the 0% for 36 months, which you received since this was a New Vehicle to ** and it qualified for the special rate program. The advertisement you attached is a Courtesy Vehicle that was pulled from the program at 250 miles so it would not qualify for any additional discount. I have attached an advertisement for one of our loaners that was in the program for the full amount of time showing that we advertise and discount vehicles, such as the one you bought, for the mileage they incur in the program. I show you received a $9,000 discount on the vehicle which could have only happened if you received a Courtesy Transportation discount to compensate you for the miles on the truck already. As seen by your advertisement, we are only discounting 2024 models around $6,500 and have never advertised a non-courtesy vehicle with a $9,000 discount.

  I have also attached screenshots of other dealerships Courtesy Transportation program showing that they are advertised as New Vehicles across the board because they have never been registered to another owner. The only time a Courtesy Transportation vehicle would be advertised as Used is if over ***** miles are put on it while in the program, and then it would not qualify for any ** programs.

  I have also attached the signed Odometer disclosure statement that was signed on the 18th showing ***** miles was in fact disclosed when you purchased the vehicle. As back-up I have attached the Bill of Sale that also has ***** miles on it that was signed at time of purchase.

  The good news is that when a vehicle is part of the ** Courtesy Transportation Program, ** will extend the warranty by a maximum of ***** miles to help offset the miles that were put on it while it was in the program.

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23072391
  
  I am rejecting this response because:

  Wow! so happy to get the "The good news is that when a vehicle is part of the ** Courtesy Transportation Program, ** will extend the warranty by a maximum of ***** miles to help offset the miles that were put on it while it was in the program"!

  Unfortunately, your response of warranty and discounts does not address the dealership non-advertisement of the actual mileage on the vehicle, and it does not address the dealership's salesman's acknowledgment of the purchaser discussion that would indicate the vehicle was a NEW vehicle with no mileage.

  If the dealership is unwilling to remedy this through the BBB platform, I will be in the position to leave the claim dispute open with BBB and consider civil action.

  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 03/20/2025

  BBB, Bentley Buick GMC has negotiated and provided an extended warranty for the vehicle. Bentley was responsive in responding to this claim and their offer to extend the warrantly succefully resolves the concern. Many thanks to BBB for the platform in which to mitigate the issue and thanks to Bentley for being proactive and customer focused.

   

  ***** ********