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Business Profile

New Car Dealers

Carroll Buick GMC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Product Issues
    Status:
    Answered
    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 certified used Car with ****** miles on it. It had the ************************ whatever they do to certify used cars. After one payment, I felt the car slipping, or hesitating when pushing the gas. Finally, I called to make an appointment. They were over 3 weeks out. 3 days before my appointment, my check engine light comes on. I called to see what I should do. No response. After 8 hours of my car being in the shop, no one was getting back to me. I continued to call because if they were keeping it, I needed a vehicle. Finally, they called and laughed and said they could not reproduce what I was feeling. I was in disbelief. They said they could keep my car, fix the oxygen sensor that was causing my check engine light, this way I could get a rental and they would continue to look at the car. Two days later they call and say my car is on empty and either I come get it or they charge to put gas in it. Also, they cannot reproduce the slipping. I picked up my car. The secretary that was continuously rude to me on the phone on day one was there, again being super rude. I got in my car and had 3 miles till empty. What a slap in the face. One week later, it is still slipping, my check engine light is on again, and my air conditioning is out. I feel as if I have been sabotaged. When you go on their website, you cannot pull up staff. You cannot email anyone. I do not trust calling and speaking with anyone because of what I have went through with them. There is more to my story, this is the summary. I either bought a lemon, or they just sold me a piece of c*** I want it fixed for free or take it back for what I owe.

    Business Response

    Date: 11/27/2024

    I do apologize that you are not satisfied with your purchase or service visit . The car does not qualify for lemon law as it was a used CPO at the time of purchase, so we would not be able to take it back but we are in the process of fixing the issue for you. It is my understanding that we do have you in a loaner vehicle now and that a thermostat has been ordered for your car. I believe it should be here on Monday Dec 2nd. As far as the gas I see in our records we did test drive your car 40 miles to try and reproduce the issue you are having upon acceleration and we should not have left you with only 3 miles until empty, I do apologize and will bring this issue up to our service team. Please feel free to reach directly out to me with the other concerns you have.

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

    General Manager

    ********************* 

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

  • Initial Complaint

    Date:05/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *****************************use because of this issue. Getting no info from *** other than they can't fix the truck and have absolutely no timeline. This seems wrong to me. Please help!

    Business Response

    Date: 05/09/2024

    We are aware of this situation.  Unfortunately we are waiting on parts from GM and the dealer is unable to locate any (we have tried many dealers).  I have attached the latest information from GM (today) that they are waiting on over 3k pieces to ship with an eta of 6/11-6/18 week.  We do apologize for the situation at hand.  We have also provided a complimentary loaner vehicle for the guest (which is alternate transportation - not a like vehicle when not available).  We have informed the guest of this as well as ************** when they opened up a case for the guest.  

  • Initial Complaint

    Date:03/19/2024

    Type:Billing Issues
    Status:
    Answered
    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.

     
    Complaint: 21445905

    I am rejecting this response because:

    I am writing this letter to express my deep disappointment and continuous frustration with the recent purchase of my 2019 Silverado from your dealership. On February 19, 2024, I visited your dealership and had contract negotiations with *****, the salesperson, and *****, the general manager. During the negotiations, I mentioned to ***** that I came in on the advertisement of NO dealer fees and ***** crossed out the $999 fee on the contract. However, when I received the contract papers in the finance office, I noticed that the fee was still included in the final amount. This was a breach of trust and a clear violation of the agreement we had made. I feel cheated and misled by your dealership. As a customer, I expect transparency and honesty from the dealership. Unfortunately, Starling Buick GMC failed to meet these expectations, and as a result, I am left with a negative experience and regret for choosing your dealership. I would appreciate it if you could rectify this issue and provide me with a satisfactory solution. I believe that it is in the best interest of your dealership to address this issue promptly and fairly.

    Sincerely,

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

    is where the rude and unprofessional nightmare begins! When I arrived at the dealer, I met ***** with the 2008 title that he told me to purchase from the **** He takes me to the Finance Manager (******). At this point, ****** tells me he needs to collect $125 from me because he electronically filed the Title, and my 2008 ********* was sold at an auction. I told him that I had just spoken to ***** and I had the duplicate Title that ***** told me to get from the **** I refused to pay the $125 and offered to give him the duplicate Title; he refused. And then he said that he was going to file a civil lawsuit for the $125! Also, he asked what would I do if one of my students turned in a late assignment and if would I accept it? In this world of busy parents and lazy students, I accept late assignments ALL the time! After I left the dealer, I called ***** and he DID NOT ANSWER his phone! I cannot wait to share this negative experience with all of my colleagues and the Internet!

    Business Response

    Date: 03/22/2024

    We have been in contact with the customer about the experience and will be reimbursing the $85 spent on the duplicate title. We apologize for any inconvenience this has caused. 

    Business Response

    Date: 05/13/2024

    I do apologize that you are frustrated from the purchase of your truck. I hope you received the check we sent you for the cost of the title in the original complaint. As for this new issue I believe there is just a simple misunderstanding with the paperwork. I did pull the deal to see what happened because removing the dealer fee is something we can not do so that was a little concerning. That is a standard fee that must be on all deals and can not be removed. I believe you are referring to different charge that was on the paperwork because our service fees had not yet been charged to the truck because it was a fresh trade. I have attached the worksheets that you went over with ***** for you to review.

    Customer Answer

    Date: 05/14/2024

     
    Complaint: 21445905

    I am rejecting this response because: Per the attachment, the $999 was supposed to be SUBTRACTED from the deal. 

    Sincerely,

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

  • Initial Complaint

    Date:02/28/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

    Business Response

    Date: 02/28/2023

    The advisor ***** has spoken with the guest multiple times regarding the vehicle.  It sat here for a long time due to the customer trying to get the repairs covered under warranty but their vehicle has been out of warranty for a long time now (2012 Yukon with 197k miles).  A full estimate was provided to the guest (please see documents attached) as well as the diagnostic charge that was paid over the phone (see documents attached).  Even with this, the guest has posted online reviews that are not correct.  With that said, I will have the advisor ***** call the guest and refund the diagnostic as the guest will be having services done at another location going forward.  Thank you 

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