Complaints

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:03/24/2024

  Type:Service or Repair 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.

  I bought a ********************* September 2023. In November of that year, I was rear ended in a parking lot and my right rear taillight and a body panel were damaged. In December, a rock hit my windshield and started a crack that has now spread almost all the way across. In both cases, Ive been told its not possible to make repairs and theres no estimate for when they will be. Another Buick dealer pointed out that the *** number indicates its Korean-made, meaning parts are in ***** and arent readily available here. Both are significant safety issues. The windshield is now a structural concern and could break easily with me in the car. The turn signal being broken and irreplaceable is also a huge issue and I could be ticketed for both. Frankly, I would not have financed this car if I knew at the point of purchase that any issue would be unrepairable. Not just unrepairable for a period of time but indefinitely with no time frame. That should have been disclosed and I feel it was extremely misleading, and has led to me being forced to drive a car that isnt safe.

  

  Business Response

  Date: 04/05/2024

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

  Sorry to hear about the parts availability issue you are experiencing with your Buick. Since the parts were not ordered at Reliable I have no control over how they are being expedited, but we are happy to enlist our GM parts rep to hopefully confirm the correct part numbers are being used and to speed up their fulfillment.

  If you could call ********************* my Director of service and parts *************) he can facilitate ************** involvement to get the needed parts.  

  Customer Answer

  Date: 04/08/2024

  Attached is an estimate that was performed in November 2023 with part numbers for the rear vehicle damage. I do not know the part number for a windshield. I'm rejecting this response because my complaint is in regards to the fact that these parts were not even available to be ordered. There's nothing to expedite - the body shop that contacted Capitol Buick in ************ was told the dealership does not have these parts and could not order them. This is a problem Buick as a corporate entity needs to solve. 
  

  

  Business Response

  Date: 04/23/2024

  I apologize for the delayed response to this complaint. I called **************** and the following week my service director ********************* called looking for the information he attached to his response.  I was out for two weeks and did not see the response. (We were waiting for him to call)  It is my understanding GM customer relations is working this problem, but I will follow up with GM part rep for answers. Yes I sold the car, but the complaint cause is Capitol Buick's not getting the parts properly ordered and Buick parts not having stock  so extra effort wasn't needed by the ordering dealer.

  Customer Answer

  Date: 04/24/2024

   
  Better Business Bureau:
  This response from the dealer is satisfactory but it also never should have been directed to them and rather to Buick corporate.  
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased a truck here at this dealership. The Dealership mislead about the added accessories on the vehicle. Even after looking at the website the truck was missing items included in the build. They wouldnt help me with warranty issues,. They wouldnt help me with getting the safety concerns repaired, just kept giving me the run around. Financing was misleading and false information. They hid a price increase in the documents. And the finial document signed in finance that did not match with the sticker price that was proved to me after the sale even asking for it prior. The response from the dealership was well you saw it, chose to buy, bought it. Pretty much the reply was thats on you. Even after I showed multiple documents to the dealership to prove my side and showed pictures of the wheels coming apart. Its been weeks of asking them to fix the truck they still have not set me up a service date and keep putting me out.

  

  Business Response

  Date: 09/06/2023

  Thank you for highlighting your concerns. After reviewing your concerns with you, the vehicle was towed back to our store out of an abundance of caution and the deal cancelled with a full refund as you requested. We do not wish to put any more information or details in our public response to protect your privacy and the privacy of any employees involved, but please feel free to reach out to your previous contacts at our store if you have any further concerns about this event.