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:03/08/2025

  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.

  Subject: Request for Refund or Loan Adjustment Deceptive Charges on Purchase Agreement I am writing to formally address a concern regarding our recent purchase of a used 2016 ***** Odyssey minivan from Andy Mohr Buick GMC in *******, ******* on 2/19/2025. During the sales and financing process, both the salesperson and the finance manager repeatedly assured my wife and me that the vehicle included:1.A security system with remote start 2.The remainder of a ******* warranty that was paid for by the previous owner At no point were we informed that these features carried additional costs. In fact, they were presented as included benefits of the vehicle purchase. However, after reviewing our purchase agreement, we discovered the following charges:THEFT $299.00 ******* GOLD SHIELD $799.00 These fees, totaling $1,098.00, were never disclosed to us as additional costs before we signed the agreement. The signing process was rushed, and we were not given a clear breakdown of these charges at the time of purchase. Had we known that these were not free, we would have never agreed to them.After contacting *******, we learned that dealerships typically place this fee on their dealership account, further reinforcing our concern that we were misled. Given this deceptive practice, we respectfully request that these fees be refunded via check to us or that the dealership reprocess the terms of our loan to remove these charges.We value transparency in the purchasing process and hope that Andy Mohr Buick GMC will work with us to resolve this issue fairly. Please let us know how we can move forward in rectifying this matter. We look forward to your prompt response.

  Business Response

  Date: 03/17/2025

  If Mr. ******* wants a refund for the Theft Deterrent and ******* paint protection, Andy Mohr Buick GMC will refund that to his bank.

  All fees are clearly disclosed on the buyers order and on the 4 foot by 3 foot electronic desktop that the customer signs on.  See attached.

  Customer Answer

  Date: 03/17/2025

  "If Mr. ******* wants a refund for the Theft Deterrent and ******* paint protection, Andy Mohr Buick GMC will refund that to his bank.
  All fees are clearly disclosed on the buyers order and on the 4 foot by 3 foot electronic desktop that the customer signs on."

  This is ******* *******. Regarding the above I would like it to be more specific. I'm not very trusting at this point.  So, please ask Andy Mohr Buick GMC if what they intend to do is credit my account with Exeter Finance 4188977 a total of $1098.00. I would like that in writing from them. 

   

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  "If Mr. ******* wants a refund for the Theft Deterrent and ******* paint protection, Andy Mohr Buick GMC will refund that to his bank.
  All fees are clearly disclosed on the buyers order and on the 4 foot by 3 foot electronic desktop that the customer signs on."

  This is ******* *******. Regarding the above I would like it to be more specific. I'm not very trusting at this point.  So, please ask Andy Mohr Buick GMC if what they intend to do is credit my account with Exeter Finance 4188977 a total of $1098.00. I would like that in writing from them. 

  
  Regards,
  
  ******* *******

  
  

  Business Response

  Date: 03/18/2025

  Mr. ******* wants a refund, we did put it in writing in our response- ""If Mr. ******* wants a refund for the Theft Deterrent and ******* paint protection, Andy Mohr Buick GMC will refund that to his bank."

  The refund will be sent to his bank in 10 business day.

  Customer Answer

  Date: 03/19/2025

  Can you please find out if they are wanting to send the refund of $1098 to my personal bank or are they wanting to send the credit of $1098 to the bank financing the car. *************** 

  Business Response

  Date: 03/19/2025

  The refund will go to the lienholder.

  Customer Answer

  Date: 03/19/2025

  I'm not sure why this is so difficult to confirm. Please verify the amounts highlighted on the contract. So, I would be refunded $299 for the line that says "THEFT" and $799 for the line that says "******* GOLD SHIELD" which is a total of $1098 sent to my Exeter Finance account *******?

  Customer Answer

  Date: 03/20/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.  I will await the credit of $1098 ($299 for Theft and $799 for Zeibart) to my Exeter Finance account ******* within 10 business days.  If there is any discrepancy in the amount I will refile this complaint.
  
  
  

  Regards,

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

  Customer Answer

  Date: 03/31/2025

  Hello,

  As of today I still do not see a credit with Exeter Finance.  Can you please advise when I will see the credit?

  Thanks,

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

  Customer Answer

  Date: 04/02/2025

  Please re-open this complaint as the company has not credited my Exeter Finance account. 

  Customer Answer

  Date: 04/04/2025

  Please email the business again. 

  Thanks,

  ****

   

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  It has been more that 10 days and my account with ************** does not show a credit of $1098.00.  I have attached the last billing statement where it shows only one car payment made as well as a screen shot of the account history. 
  
  Regards,
  
  ******* *******

  
  

  Customer Answer

  Date: 04/07/2025

  Update on Case #********
  I'm requesting immediate proof that the $1,098 refund (for the unauthorized $299 THEFT and $799 ******* Gold Shield charges) has been credited to my Exeter Finance account, as previously agreed to by Andy Mohr Buick GMC.
  As of today, April 7, 2025, there is no sign that the refund has been processed. I continue to receive vague or repeated responses with no confirmation or documentation.
  Please provide either:
  A transaction receipt,
  A credit memo, or
  Written confirmation from ************** showing the refund has posted.
  This matter has also been reported to the *************************
  Thank you for your help in resolving this.

  Business Response

  Date: 04/09/2025

  The check was sent to ****** on 4/1/25.  Customer should contact Exeter and check on status.

  Customer Answer

  Date: 04/09/2025

  We are now at the 15 day ***** There has been no credit applied to my Exeter Finance account. Please see the attached statement from 4/8/25. Please ask the business again where my credit is.

  4/9/25

  I'm requesting immediate proof that the $1,098 refund (for the unauthorized $299 THEFT and $799 ******* Gold Shield charges) has been credited to my Exeter Finance account, as previously agreed to by Andy Mohr Buick GMC.
  As of today, April 7, 2025, there is no sign that the refund has been processed. I continue to receive vague or repeated responses with no confirmation or documentation.
  Please provide either:
  A transaction receipt,
  A credit memo, or
  Written confirmation from Exeter Finance showing the refund has posted.
  This matter has also been reported to the Indiana Attorney General.
  Thank you for your help in resolving this.

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Dealership has asked me to check with Exeter. I have called, emailed and communicated through live chat with an Exeter agent as well as checked my pending transactions every day beginning 3/19/25 through today. They have told me there is no incoming credit nor do I see it on my account. So, please have the dealership provide:

   

  A check number,

  A picture of the check to ****** with my Exeter account number on it and my name,

   A transaction receipt,

  A credit memo,

  Written confirmation from ************** showing the refund has posted.

   
  Regards,
  
  ******* *******

  
  

  Customer Answer

  Date: 04/14/2025

  Please verify where the check was mailed.

  ************** told me just now it should be the below:

   

  
  ****** Finance
  PO Box 650598
  ****************

  Business Response

  Date: 04/14/2025

  We send all Exeter Checks to:

  PO Box 167399

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

  We will check with ****** on status of check

  Customer Answer

  Date: 04/16/2025

  Please see attached. Dealership has sent payment to Exeter Finance of $1098.00 to be applied to my car loan.

• Initial Complaint

  Date:01/13/2025

  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 took my wife's 2009 ******** CTS into **** **** dealership for an oil change on 1/3/25. I had some reward points that needed to be used. I received a call from service advisor stating that the back and front brake rotors needed to be replaced. I agreed to the replacement brake and rotors and oil change totaling $1235.12. I went to pick up the car on 1/4/25 to have service advisor state that the battery was dead and it would need replaced as well for an additional $158.77. After waiting all morning to retrieve our car, we immediately noticed the car was not operating properly with a very loud noise coming from the engine compartment. I took the car right back to the dealership and was told that no one could look at it till the following Monday(1/6/25). We took our car home and planned on taking it back Tuesday(1/7/25) due to bad weather expected Monday. Once the car was home, it started leaking oil all over our garage. After taking the car back to dealership, I was given a bill of $3231.63 to fix an oil leak that car never had before. The service advisor told me the age of the car was the reason why it was leaking oil. I stated to him the car never had leaked oil before and he told me I should get a second option from a different dealership. My wife and I were sick with grief over the zero accountability this business was trying to shield themselves from. On my way to pick up our car, the service advisor called and said they discovered they had installed the wrong oil filter in our car causing it to leak engine oil all over the engine and car. My car's engine has now been saturated with engine oil and who knows of the lasting damage this will do to our car? **** ****** dealership wanted me to pay $3231.63 for a mistake they created. The lack of accountability, professionalism and tradecraft is a serious issue at this business. The dealership did replace the oil filter and stopped the oil leak, but did who knows how much damage to our car???

  Business Response

  Date: 01/29/2025

  Customer had worked performed on their vehicle (see attached repair order).  Andy Mohr Buick GMC performed work as requested and customer paid for the requested work.  Andy Mohr Buick GMC is not refunding money for worked performed and was paid for by *** *********.

   

   

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  Date:01/08/2025

  Type:Sales and Advertising 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.

  We have a vehicle purchased from this dealer with a warranty. The engine broke down and they have had it since November. The put a replacement engine in it that had several problems. Now they want us to pay to repair the defects in the new engine. Since that didn't work for them now they can't seem to find another replacement engine and they are holding our car until we pay to repair the new engine.

  Business Response

  Date: 01/20/2025

  Customer picked vehicle up on Saturday, January 18th, 2025.

  Customer Answer

  Date: 01/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The matter has been resolved benefiting the business as usual. So now my son got a used engine with no warranty because the replacement engine needs work. Go corporate American. Chalk another one up big guys. Thanks for protecting them BBB. 

   
  
  Regards,
  
  ***** *****

  
  

• Initial Complaint

  Date:12/07/2024

  Type:Sales and Advertising 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.

  Went to trade in my vehicle was told they only give fair value trades refusing to give me a fair trade when I looked up there 2018 z71 truck it was only worth 20k on fair retail yet they have the truck listed at ****** offering a scam trade in price hidden in the details falsely advertising the truck for 25k regardless I never argued over the price was just told several times I need to understand the difference between trade in and retail which I do Im 36 Ive bought lots of vehicles during all this they are discussing private financial info in an open setting providing a hostile environment I was also called an *** by the used car manager because I refused to accept the fair trade deal I wonder how many thousands of dollars **** **** brick gmc is stealing from people ?? Im sure Im not the only one

  Business Response

  Date: 12/21/2024

  When ****** came to Andy Mohr Buick GMC, the used car manager did NOT present a value for his trade NOR did he present a price for the vehicle he was looking at. 
  

  We find this complaint unjustified. 

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The manager held his see through information behind his back as  he called me an a** while walking away and when mentioning about filling a complaint he preceded to call me a d*** in front of a show room of people I find this complaint more than valid as I was just at another **** more and was face by the same deceptive lie its obviously a business plan and while using foul language at me and in front of my wife I ended up buying a total of two vehicles one from *********** and one from dellen automotive greenfield with no issues I find the businesses response not only offensive but point proving thank you 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:08/01/2024

  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.

  On 4-29-24 I called ***************** Fishers to test drive a vehicle advertised online. I test drove 2017 Nissan Rogue at 6:30 pm on 4-30-24. Negotiated price down from $14500 with Sales Mgr, *********************** for a little over $1000 off. He wrote the *** on a sheet & supposedly gave it to the Bus Mgr, *******************. I spent 1 1/2 hrs with *** going over diff. finance options. I put $5000 down so the loan *** was low. *** suggested adding Warranty Protection for $2250 to bring the *** up so I could get lowest interest rate. He told me if I didnt want it later, the policy could be cancelled & easily refunded. Id been up since 5:30am & left the dealership at 9:30pm. I later discovered that the price on the paperwork did not include the price I negotiated & **** took the sheet so I dont have it.**** & *** knew how tired I was & took advantage. Had to come back next day for the car w/ my brother. When I came to pick up May 1st, the drivers seat & left back seat looked like bleach poured on them, rt front qtr panel was slightly popped out. The qtr panel listed in ****** as being repaired. I refused the car until these items were fixed.Rtrnd May 2 to claim the Rogue. Within 100 miles, warning light came on, which is how long it takes when its been reset. My bro. checked & mechanic confirmed on 5-7-24 Oxygen Sensor need replaced & did the repair on 5-14-24. The qtr panel had also popped out because it was never done correctly. Mechanic cant get new clips to fix.Have left numerous msgs for ******************* & some to *********************** & only spoke to *** briefly on 5-18-24 regarding these issues & cancelling the Warranty for refund. He said he would have ***************** me. No word from ****. Initiated cancellation w/GMC who told me dealership should help fill it out but never rtrn my calls.A GMC agent was able to help complete & issued refund to ***************** on 6-13-24 but not credited to my acct. I have lft countless msgs but *** does not call back. They have my money & also being charged interest!

  Business Response

  Date: 08/05/2024

  GM issued a pro rated refund to dealer in July for the amount of $2106.02.  Dealer is in the process of sending this amount to lender.

  Dealer will refund $120 for sensor.

  Dealer is unable to do anything for quarter panel.

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ***************** sent $120 check for sensor & I accept that. If they are covering that issue, then they should also pay for repair of quarter panel since they covered it up twice. It was not visible when I test drove it on April 30. It was visible when I tried to pick up on May 1st & popped back in on May 2nd when I took car home. It popped back out the next day. My mechanic for free attempted 2x to fix on 5-7 & 5-14 but several of the clips are broken so it pops out as soon as I go over a bump in road. Dealership knew this & covered up. Mechanic needs 10 clips & $120 to fix. He cant get the clips from local dealer. I want this cost covered & clips sent to ****************** in *********. GMC refunded dealership on JUNE 18 for the warranty. As well, the reason its not full amount is be cause they refused to answer calls or call back when I requested assistance to process. They have not refunded the money to my account & I am being charged 6.24% interest on that money as well while they have now enjoyed using those funds for 2 months! I want my money returned asap PLUS interest paid + 10 clips & $120 to fix loose quarter panel.
  ***************** is a disreputable company and I want other consumers to be aware of their dishonest practices.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/22/2024

  Customer cancelled the warranty and the warranty company refunds on a prorated basis.  Dealer has sent the refund check that the warranty company sent to the dealer.  Dealer is not providing clips for fender.

  Business Response

  Date: 08/22/2024

  Customer cancelled the warranty and the warranty company refunds on a prorated basis.  Dealer has sent the refund check that the warranty company sent to the dealer.  Dealer is not providing clips for fender.

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  ***************** was fully aware of the quarter panel issue and hid it. Attached is the cost to repair it with price of the clips included. My mechanic has to take off the bumper to reattach the piece.

  GMC notified me on JUNE 18th that they refunded the money for the warranty to the dealer. Today is AUGUST 26th and my Chase ******* has still not been credited the refund. Meanwhile Im paying interest on money that belongs to me that the Dealership is using for free. 
  

  I expect to be reimbursed $180 for the cost to repair the quarter panel. I expect to be immediately reimbursed for the warranty PLUS interest of 6.24% accruing since June 18th until the money is refunded to my *******.

  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:07/17/2024

  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.

  On 2/19/24 I purchased a 2017 Dodge Durango from ***************** Buick, I bought the extended high mileage warranty and was told it will cover EVERYTHING except normal everyday wear and tear. On 4/17/24 my vehicle started running hot and there was No antifreeze in the reservoir despite the oil being changed before I purchased the vehicle. I contacted the dealership to get it looked at however they could not get it scheduled in for a few days and said I would have to leave it with them until they could get it looked at. The dealership is over ******************************************************************************** the meantime. I was told I could take it to a dealership in my town which I called. They were able to get my vehicle in on 4/26/24 and oil residue was found in the coolant reservoir, was told it was more than likely an internal leak. 5/6/24 took my vehicle in and was charged $1102.92 to have the engine oil filter and gasket intakes replaced. Extended warranty refused to cover. 5/15/24 liquid was observed under the engine, took back to the dealership and was told everything was okay. 6/14/24 vehicle said engine was too hot, checked coolant level it was low, as I was taking off the cap started bubbling and then spraying out . Called dealership and took it back to them on 6/17/24, on 6/24/24 was told blown head gasket, blown cylinder and starter is bad. **************** sent an adjuster out on 7/3/24 and Denied the claim on 7/5/24 stating engine was full of sludge due to previous owners lack of servicing the vehicle. Called on 7/8/24 and spoke to GM ********************* of ***************** who refused to offer any assistance to me, refused to rent me a vehicle or provide one off the lot. Stated he is appealing the denial and would call me when he knew something. As of today I have spoken to **************** 2 more times each time I had to call, he has offered NO help to me and my vehicle is still sitting at the dealership where I live without a motor in it for a MONTH

  Business Response

  Date: 07/23/2024

  Dealer is working with customer to resolve 

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Dealership has yet to fix the vehicle, my vehicle is still at the repair shop disassembled like it has been for over a month. Repair shop heard from ***************** at the beginning of the week but nothing since, still do not know who will be putting in the motor or when/if it will get done. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/05/2024

  As stated in previous response, dealer is working with customer.  Vehicle should be ready soon.

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Have not heard from dealership since 7/23/24, was told they were deciding if the vehicle would be towed to their dealership or if they would send motor to the dealership in ***********. Was contacted 7/30/24 by the dealership in *********** stating ***************** was going to tow the vehicle that day.  Have not heard anything from ***************** on the progress of the vehicle or when it would be done. Still without a vehicle, still never offered assistance with a rental. It has been 11 days shy of 2 months that Ive been without my vehicle. 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/08/2024

  As Dealer has stated, Dealer is working to resolve issue and customer if fully aware of the status of the vehicle.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As stated above I did not hear Anything from ***************** about the progress of my vehicle until Wednesday August 7th the day AFTER my reply. I was told the vehicle was done and ready to be picked up. Vehicle was to be taken to Zebart for a vehicle protection to be applied to the outside of the vehicle. A protection plan I HAD to buy when purchasing the vehicle. I left work early and my daughter and I drove the 2 hours to ***************** to pick up my vehicle yesterday Thursday August 8th. A service department employee pulled the vehicle around for me and when I turned the vehicle on to leave the check engine light was on. I did not drive it and went back into the service department and told them. They drove the vehicle back into the shop and opened the hood. Smoke came rolling out and then all the oil from the new motor they had installed came pouring out.  I was not able to drive my car home, again I was told they could not provide me with a loner vehicle or rental. Vehicle still isnt drive able and of course havent heard anything from the dealership today. 
  Regards,
  
  ***************************
  

  Business Response

  Date: 08/15/2024

  Dealer has been working with customer and vehicle is repaired. Customer has vehicle. 

  Customer Answer

  Date: 08/22/2024

  I went to the dealership on 8/10/24 to pick up my vehicle since I was unable to bring it home with me on 8/8/24 when I tried picking it up the first time. My father looked under the hood and noticed a cord hanging down, this was the ground wire that was supposed to be hooked up to the Alternator.  Also the underside of the vehicle still had oil all over it from the oil leaking out on Thursday.  Had to leave my vehicle Again so they could fix it yet again, on Monday August 12th around 3pm my vehicle was delivered to my job. Finally all the way fixed . 

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  After 57 days my vehicle is finally fixed and running 

  Regards,

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

• Initial Complaint

  Date:07/01/2024

  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.

  On July 1, 2024 my girlfriend, *********************, contacted ***************** Buick in Fishers Indiana to negotiate the purchase of a Buick Invista. ***************** presented *** with vehicle pricing and a line item that said accessories fee. This line item was not listed on the advertised sticker price or included in the final vehicle price. When asked for pricing clarification ***************** stated we add that to all of the vehicles we sell. *** stated she did not want the upcharged accessories and questioned why it was not previously disclosed. *** was told if she wanted to purchase a vehicle from them she would have to buy their accessories package. I contacted ***************** and spoke with a male who identified himself as a manager named ****. I asked for clarification as to added accessory charges not disclosed in vehicle pricing. **** stated they add that to all their vehicles and they dont have to disclose it. **** said if you want to purchase a vehicle from ***************** you have to purchase their added accessories package. **** then inquired as to where I resided and became sarcastic, asking whats the problem, they dont have vehicles in ******** for sale. ***** comments were viewed as demeaning and discriminatory. My race, ***, and origin have absolutely nothing to do with my right to purchase a vehicle. I question the legality of advertising a vehicle for one price and then adding undisclosed fees and telling someone if you dont pay those hidden fees you are not allowed to purchase a vehicle.

  Business Response

  Date: 07/08/2024

  *****,

  Our accessories that we sell are highly recommended but are optional to purchase.

• Initial Complaint

  Date:01/21/2024

  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.

  Date of the transaction: 01/13/2024 Amount paid: $7,345.07 ***************** committed to selling a safe and drivable vehicle.Nature of the dispute is that there were multiple unsafe issues that were undisclosed to the customer, myself, including: a bent rim that could not safely get to a tire shop, electrical problem causing the front right headlight to not work (lied and said it would just be the bulb), and the airbags will not deploy due to another electrical problem. All of this was due to the customer having investigated, with no service record from the dealership. This dealership claims to have sent the service record, but email records show that no email has been sent to the customer despite repeated attempts to attain this information.This business has not attempted to resolve this issue, and they have instead berated and shamed me in public, online, and on the phone for having a problem with being sold an unsafe vehicle.Additionally, the ad for the vehicle was $6,300.00 plus taxes. This dealership added on their document fees of $237.51, which is expected, and a non-negotiable, undisclosed $299.00 fee for their engraving of the *** number on the glass. All of their vehicles get this engraving, so this fee should be added to their price. This is only found on their Buyer's Orders, and is not disclosed to the customer beforehand. This particular point is a request for transparency to the customer, and is not the main issue.6. The Vehicle price doesnt include sales taxes, use taxes or occupational taxes (federal, state or local) unless expressly so stated. ***** agrees to pay, unless prohibited by law, any such taxes imposed on or that apply to the transaction reflected by this Agreement, regardless of who has primary liability for the tax

  Business Response

  Date: 01/22/2024

  We have called **** and left a message to help work this out.  

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  After the initial call that initiated this complaint, my conversations with GM  **** and Service Manager Will and Service Advisor *********************** corrected all safety concerns. All parties showed each other dignity and respect in the follow-up calls and services.
  
  

  Regards,

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

• Initial Complaint

  Date:01/11/2024

  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.

  On November 11th, my boyfriend and I went to ***************** Buick and GMC in ******* to pick out a new car for him because he had got into a car wreck and totaled his car. We looked online at different cars and made sure to look at carfax reports to make sure we werent buying a crappy car that wouldnt last us the next few years. We found a 2016 **** Escape with ******* miles on it which seemed perfect. No issues or anything major noted on the Carfax. NOT TO MENTION THE SO CALLED 190 point inspecting ***************** supposedly had done on the car prior. We test drove the car and loved it, no issues. ********************* sold us the car. Not even 28 days later, December 6th, the *** wont start. We had to pay to get it towed back to the dealership just to be told a couple days later the engine had blown in it. Luckily it was covered under the warranty we paid EXTRA for. It has since been over a month and they still have not fixed the car. We have been told so many times it would only be a couple of days for the new engine to come in. Two engines have since come in and been damaged. They offer us no loaner car or anything and at this point we dont want the car back we want our money. We are still paying for a car we cant drive and dont have. *************************** has sent in 2 engines that have not worked and at this point they dont even know what to do. We just want our money back because we cant afford to keep paying for a car we dont have, not only that but one of us has no way to get to work

  Business Response

  Date: 01/22/2024

  We understand the frustration with this vehicle and apologize that it is taking longer than anticipated to fix. 
  

  The vehicle should be done in the next 48 hours. 

  Customer Answer

  Date: 01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  We are very disappointed with how this business has acted in our situation. January 13th, I went up to the dealership to discuss the situation we had been put it. At that point we had no car since December 6th, over a month and still did not have a rental or our own car back. We still do not have our car back and have been making monthly payments on a car we still do not have. When discussing the options with our salesman at the dealership, they were going to get us out of the car and contact the warranty company to help us get out of the loan and yet they are still trying to fix the car we do not want anymore. Not only that but when we ask for an update on the situation we get ignored and have been ignored twice now. Theyre still trying to fix the car after telling us we could get another one not to mention it has been over the 48 hours they said it would take. We understand that this situation may not come up very often but the way they have been disregarding us has been awful. We want our $1,300 back, our 2 payments of $388.34, and money for plates and registration because there is no reason he should be paying for a car we dont have and havent had almost 2 months now. You have worked on it over 30 days and have attempted to repair 3 times now, we want our money back not the car
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 03/28/2024

  The repairs have been completed and the customer has picked up the vehicle.

   

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

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:10/20/2023

  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 purchased. A 2016 ***** Equinox from ***************** Dealership on 10/14/2023. As I was backing out to leave the dealership the stabitrax and check engine light came on. My husband got the sales person (******). ****** then got the finance manager ***. *** told me to leave the car and that he would have the service department check out the car. I was contacted the following Tuesday and told the car was fixed, that it was only water on the coil pack. They did have the car delivered to my house on 10/17/2023. My husband drove the car on 10/18/2023. Both warning lights came back on and the check engine light was flashing. I contacted the dealership and they basically told me that it was a new issue and they would have their service department contact me. I was also told to take the car to like OReillys and have them do a check engine light. We did and was told it was a cylinder two misfire, and to not drive the car. The issue we were experiencing that day was the same exact issue we experienced from day one and the dealership refuses to take any accountability and has basically told me that its a new issue, and that they were unaware of it. We now cannot drive the car until we have it repaired. I have put all of my savings into this car as a down payment and have no money for repairs. We feel is a fraud issue, because they knew about this issue from day one. They knew about these warning lights from and did absolutely nothing to fix it. I was told by their manager that he would call me yesterday on 10/19/2023 that after I spoke to him he would return my call. The only person who called me back was Will from the service department and he basically said that when they scanned the car they found zero issues. I would like assistance in resolving this matter. I wanted to get out of the contract initially, but was told I had zero days to terminate the contract, and that they would have to get managers involved, and that the car was fixed.

  Business Response

  Date: 11/01/2023

  Customer is waiting for the warranty company to inspect vehicle in order to provide work approval.  I told the customer to send me an email on what she has spent out of pocket and we will reimburse her.

  Customer Answer

  Date: 11/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to **mplaint ID ********, and have determined the response would not resolve my **mplaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  My vehicle was determined to need a new engine head. I spoke to ********************* about this, and also told him the warranty **mpany was sending an inspector to look at the head. He told me to notify him of the warranty **mpanys Decision. He did say they would reimburse the warranty ** pays and the **st of the muffler repairs. The warranty inspector denied the claim to have my engine  head  replaced. It was denied due to damage from a previous repair. I tried calling ********************* to notify him of this decision, per his request. The call went to VM. I also sent him an email. He neither returned my call or responded to my email. The **st of the engine head is roughly $1100.00. I do not have that kind of money,  as I put all of my savings towards my down payment on the car. The car has not been drivable since  I bought it. Also, it has been in the repair shop since 10/24/2023. I asked to return the car and ********************* stated bottom line the car is yours now. The car needs major repairs to make it drivable, safe and reliable. ***************** does not **me across as to wanting to making this situation right.  Im on a fixed in**me and have no way to afford these repairs, or to get another vehicle. 
  Regards,
  
  *********************
  

  Business Response

  Date: 11/14/2023

  We are working with ***** to resolve this issue.  Andy Mohr Buick GMC has reimbursed ***** $247.91 for out of pocket expenses and all phone calls have been returned.

  Customer Answer

  Date: 11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The last call I placed to ********************* was in 11/3/2023. He was out, so call went to his VM. I left a message, which he DID NOT return. He has responded to emails, though slowly at first. There seems to be some improvement in his email response time. He did send a check to me, which I received. However, the car still remains to have problems. When the head gasket was replaced, the oil filter cap was not a GMC cap, or compatible. The plug to the radiator was found to be busted. The exhaust is still completely rusted out and needs replaced. The car has been in the shop until 11/15/2023. I do not deem this car to be safe or reliable. I also do not know how it passed any of their inspections. 
  Regards,
  
  *********************
  

  Business Response

  Date: 11/20/2023

  Andy Mohr Buick GMC has been in contact with ***** and has reimbursed ***** so far.

  Customer Answer

  Date: 11/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  On 11/17/2023 I sent an email to ********************* in regards to his request for a formal estimate. I also emailed the latest repair receipts on 11/19/2023. I have not received a response to either email as of yet. 
  The dealer has reimbursed me for the first receipt I submitted to them. However, the initial complaint still remains unresolved. On the last set of repairs the oil filter cap was found to not be a GMC cap,  nor was it a compatible cap. The drain c*** plug for the radiator was also found to be broken. I still have to replace the exhaust. I do not deem this car to be safe or reliable. 
  Regards,
  
  *********************
  

  Business Response

  Date: 11/27/2023

  As I have stated before, we are working with ***** to get issues resolved.

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I emailed ********************* on 11/17/23, and received no response back. I also emailed him two recent repair receipts to which he has not replied. Again, any of the issues I bring up such as wrong oil filter cap, busted drain plug for the radiator, etc, is never addressed. I was assured in the beginning that I was purchasing a safe and reliable vehicle and it has been in the shop the majority of the time since I purchased it. 
  Regards,
  
  *********************
  

  Business Response

  Date: 12/01/2023

  As we continue state each time we are requested to respond, And **** Buick GMC is working with ***** to resolve concerns.
  

  To date, Andy Mohr Buick GMC has refunded ***** every receipt that she has provided. The last 2 receipts totaled more than $1500 in which Andy Mohr Buick GMC has processed.  

   

  In all due respect, Andy Mohr Buick GMC has addressed and is currently addressing the issues that the customer is experiencing. 
  

  This case needs to be closed. 

  Customer Answer

  Date: 12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The last payment I received from ***************** dealership was for ******. I have sent two recent receipts in emails. The emails were never responded to and I have received no further reimbursements. The car has recently overheated again and is going back to the repair shop on 10/6/2023. The car is not a safe and reliable car. It has been in the repair shop more than I have driven it. I bought a warranty that I cannot use,  and Im  making payments on a car that constantly breaks down. This is  the 5th repair issue since I bought it. With all due respect, this car  was sold to me under false pretenses and this case should not be closed. I asked to sell this car back to them and ********************* refused. I also cannot trade it in, because I wont even get enough to cover what is still owed on it. Im on a  fixed income and cannot afford to go buy another car. My entire savings went towards the down payment for this car. I cant even drive it without it breaking down non stop. This situation has been extremely upsetting and frustrating to me. I want nothing more than to resolve this issue. While I do appreciate getting reimbursed from all the repairs, it does not  fix the underlying issue. The underlying issue being the car engine has serious mechanical issues, which causes the car to repeatedly break down. Even the warranty company thinks that the amount  of repairs the car has  needed is not reasonable. Im open to working towards a resolution that both sides finds acceptable and reasonable. 
  
  Regards,
  
  *********************
  

  Customer Answer

  Date: 12/10/2023

  On 12/9/23 I  received the check from *****************. The check was an over payment, due to the formal written estimate being confused as a receipt. Im currently communicating with ****  on returning the check, or putting it towards repairs. Im waiting on a response back from ****. 

  Customer Answer

  Date: 12/11/2023

  I dont feel comfortable in closing out the case. I have been in communication with **** in regards to the over payment and what repairs were done. The car broke down again on 12/2/23 and is in the repair shop at ************. The water pump went bad and the coolant was leaking from there. My car has broke down several times and has been in the shop more than I have driven it. I would like to develop a long term plan for this car. It continues to break down and Im making payments on a car that I cannot drive reliably. I want to resolve this and Im open to suggestions on how to resolve this. 
  Kind Regards, 

  *********************;

  Customer Answer

  Date: 12/12/2023

  I spoke with ********************* today (12/12/23) via phone. Im to deposit his check, subtract the amount of the correct receipts, plus todays bill. Then Im to mail him a check for the remaining balance. Im to see how this latest repair does. If I have further issues, he stated he would work with me. He also stated he world work with me on a trade in if needed.
  Kind Regards, 

  *************************;