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:02/17/2025

  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.

   
  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,
  
  **** ********** fuses to replace all the fuses part of the remote system. No old fuses were blown, but did have a slight ***** patina to them. I replaced the 4/5 fuses and the vehicle remote system operated as it should and continued to operate properly. I saved the old fuses and tested the remote for a bit of time before calling the dealership with my grievance. I talked to **** ***** (service Manager) over the phone and he said if it's still functioning properly, it would appear to be the fuses and to connect on the following Monday (February 10). I felt the fuses should have been checked during the remote/ key fob diagnosis, it is part of the system and easy to check. **** said if he didn't hear from me, he would call me and stated we would come to a fair agreement of some payment reimbursement. I called on Tuesday, left a message for ****. I didn't hear from him and called and left another message, no return call from the dealership. Seems I'm being brushes off and they aren't keeping their word. 

  

  Business Response

  Date: 02/19/2025

  We contacted the customer and resolved the issue. The manager he was trying to contact was out of the office, but we addressed all concerns, and the customer is satisfied.

• Initial Complaint

  Date:10/01/2024

  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.

   
  
  Complaint: 22364025
  
  
  
  I am rejecting this response because I have not heard from anyone to have movement on this vehicle repair.  My Mom called Mr. Szwec and left 2 messages with no response.  Per Mr. Szwec i opened a claim with CDJR case # 91156160 and spoke to Cameron.  I was told that a case manager would call me and again no response.  I am thousands of dollars in the hole due to continued renting of vans to do my job.  I was told by the service people if I couldn't wait the 3 months I should buy another van.  I need a resolution to this problem.  I need a loaner van until my van get repaired. Secondly, I need a reimbursement for the thousands of dollars for a rental van.
  

  Sincerely,
  
  
  
  William Gonzalez

  

  Business Response

  Date: 10/01/2024

  Dear Mr. Gonzalez and BBB Representative,
  
  We sincerely apologize for the frustrations and
  inconvenience you've experienced regarding the delay in repairing your vehicle.
  I want to assure you that we take your concerns seriously and are here to help
  find a resolution as quickly as possible. I will personally do everything I can
  to make this situation right for you.
  
  1. Understanding the Situation:
  Your vehicle’s transmission issue and the delays in sourcing
  parts are part of a larger, industry-wide shortage that has affected
  dealerships globally. Unfortunately, these supply chain disruptions have
  extended the time needed for vehicle repairs across the board, and while we
  wish we could control this directly, parts availability is beyond our immediate
  control. That being said, we absolutely understand how vital your vehicle is
  for your livelihood, and we regret the burden this has placed on you.
  
  2. Action for Resolving This:
  While our hands are tied regarding the speed at which we can
  acquire parts, we are dedicated to exploring every possible solution to
  expedite the process. Our dealer group owns four CDJR (Chrysler, Dodge, Jeep,
  and Ram) stores, and if you share your vehicle's part number with me, I will
  personally reach out to those locations to see if we can locate the necessary
  parts faster. We are committed to helping facilitate this for you.
  
  3. Warranty and Repair Location & Case Escalation:
  You mentioned that your vehicle is not being repaired at our
  specific location due to the warranty coverage. While this limits our direct
  control over the repair process, I ask that you please open a case with CDJR to
  escalate the situation and apply further pressure to obtain the parts sooner
  CDJR Customer Support Number: 1-800-521-2779.
  
  4. Offering Further Support:
  I understand the financial burden of renting vans while your
  vehicle is out of service. While rental vehicles have some limitations with the
  within the extended warranty terms. I can’t guarantee an outcome, but I am more
  than willing to advocate on your behalf.
  
  Once again, I regret the hardship this has caused you, and
  while the part shortage is something we cannot fix overnight, I hope you know
  that there is absolutely no malice or intent to delay this process, and we are
  here to help.
  
  Please share the part number of the transmission, and
  I will work on finding solutions within our dealer group.
  
  Sincerely, 
  Ariel Szwec
  Dealer Principal 

  

  Business Response

  Date: 10/07/2024

  Mr. Gonzalez,
  
  Your mother did call and left a voicemail for me and I have
  called her back and left a voicemail. I generally like to speak to the actual
  client who is the owner of the vehicle due to privacy laws.
  
  With that in mind I'd like to make this clear. You purchased
  a vehicle almost 2 1/2 years ago with 46,500 miles on it and last reported the
  vehicle had 117,250 miles on it per the attached Carfax. The vehicle is at a CDJR
  franchise dealership and the only thing that I can do is help try get the part
  for you from one of our franchise stores that feature CDJR vehicles. It is
  unfortunate but not unlikely that a vehicle breaks down after owning it for 2
  1/2 years and putting 70,000 plus miles on it. Again, my direct number is
  847-385-0600.

  Customer Answer

  Date: 10/12/2024

   
  
  Complaint: 22364025
  
  
  
  I am rejecting this response because: I called Mr. Szwec two times and did not receive a response from him. I have purchased many vehicles from dealers and never experienced this problem after 2 1/2 years of use for my business.  The reason I purchased the extended warranty for $4,295.00 was in the event I would need a repair which is happening now and I feel that I am not being treated fairly for this.  I have spent thousands of dollars on rentals due to not getting a loaner vehicle. I am very confused at the level of service that i am receiving from this repair.  How can a vehicle repair last for 3-6 months and expect a customer to do without his work van for that long and still pay monthly car payments while spending thousands of dollars on rental vans.
  
  
  
  Sincerely,
  
  
  
  William Gonzalez

• Initial Complaint

  Date:08/14/2024

  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.

   
  Complaint: 22142922
  
  I am rejecting this response because:

  I have been told that the check was cut and mailed to me for over a week. Indeed the check was cut on 8/8/24 but I see that you did not attempt to send the check to me until today, after you recevied this complaint. You also have not addressed the other issues within my complaint. 

  Since I submitted this complaint I have had another issue arise. After the suspention module was replaced I was still having intermittent issues and the vehicles systems were sending error codes. After further diagnostics it has been determined that the aftermarket struts that your dealership installed are defective and need to be replaced. I have attached the estimate for that repair. I understand your not being comfortable working with an independent repair facility. I would be happy to work with my local GMC dealer, Sheboygan Auto Group *************), if you wish to establish communication with them and have them call me. You may also provide me a rental and arrange means to transport the vehicle to your dealership. But, I live two and a half hours away and cannot afford to take a day from my business to drive the vehicle down there and then another day to come a get it. Since this latest repair includes parts that would be under your dealership's parts warranty, that should be no cost to you. If you choose to ship the parts here and I would make sure to personally return the defective parts. 

  And lastly, you suggest that the extended warranty that I purchased could be used to solve this problem using my local dealership. Using a warranty to repair an issue that obviously and knowingly exisited prior to the purchase of the warranty would be insurance fraud. As a licensed insurance agent, I not only will not participate in any type of fraud, I am obligated to report the existance of such a practice. 

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

  me the parts needed for the repairs.    

  

  Business Response

  Date: 08/16/2024

  ****************** and BBB,

  
  I'm sorry for the time it took to get this check out to you for reimbursement for the additional work that was done on your vehicle and agreed on by my management team. Here at Arlington Heights Buick GMC, we do our best to sell safe vehicles, and that's why I attached our inspection that was performed prior to the purchase. 
  The tracking number for the check for $869.23 is 1Z09F96F1313666278. When he purchased the vehicle, he bought an extended service contract. If any concessions need to be made regarding repairing any safety-related items, they must be addressed here at the dealership. We use reputable aftermarket parts on a 5-year old vehicle with *******+ miles. Not OEM. I do understand that ****************** does not live close. If the repair falls under the warranty he purchased, any Buick GMC and many independent repair shops could file a claim. We do not feel comfortable working with an independent repair shop. Please bring the vehicle in and allow us to make things right. We will also provide a rental car at our expense. 

  Sincerely, 

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

  Dealer Partner

  Arlington Heights Buick GMC

  

  Business Response

  Date: 08/19/2024

  **** and the BBB, 

  It has truly been a pleasure speaking with you regarding the trouble on the 2019 Yukon purchased here. We have sent a driver with the necessary parts to ****'s shop of choice and this issue has been resolved to our customers satisfaction. 

  Thank You, 

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

  Dealer Principle

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

   

• Initial Complaint

  Date:02/08/2023

  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 have been contacting Arlington heights Buick for 6 months now trying to get my refund on my GAP insurance. I paid off my car that I bought from them early. Therefore I was sent a letter stating that I should contact the dealership to get a refund for my GAP insurance. I had called about 6 times leaving messages and not getting calls back. Finally I was able to speak with someone who told me I needed to call the lending bank. I called the lending bank and they then told me that I am to receive a $600 Plus or minus credit back but that the dealership is the ones to pay that money back to me. I was in contact with ********************* and he request paperwork which I sent on 12/22/22 and was told by **** he would process my refund. As of now 2/8/23 I have yet to get my refund. I have attempted to contact **** and Buick via email and phone calls over last 4 days but everyone including **** in finance is either off or busy with another person and does not return my calls or emails. $600 may not be a lot of money for them but for me it is and more importantly it is MY money not theirs. I just want my refund back. Ive been dealing with this for over 6 months now. Thank you

  

  Business Response

  Date: 03/03/2023

  I am the dealer principal here at Arlington Heights Buick GMC. Thank you for reaching out, and I am sorry to hear about your issue and concerns. This is the first I am hearing of this complaint. Please allow ***** hours from now for me to get to the bottom of this issue. I understand your frustration and will have a complete resolution asap.

   

  Kind Regards,

   

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

   

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

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