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:09/11/2023

  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.

  Bought a 2019 GMC ************** truck with a clean record free accidents with one owner. Purchased it after the dealership stated it was inspected from bumper to bumper by their in-house staff. Their inspection included mechanical, accidents etc. The truck was also stated to have a clean carfax which was also provided at purchase. I also purchased the truck in good faith and also decided to purchase with an extended warranty because I thought it was necessary for the year and mileage. Upon returning to ******* I had the vehicle inspected again by my professionals and learned the the vehicle was in a major accident which was not reported. The rear frame was bent and the rear passenger side panel hit and not reported by their staff. I called the dealership to complain and report the issue and spoke with a ********************* - General Manager and he told me lm not doing anything about it and hung up the phone. I purchased the vehicle not to have to deal with frame damage etc. I traveled 3 hours for a truck deal and then knowing the truck had frame damage which I am now left to fix at my expense. I am not happy and seeking reimbursement. Willing to provide the final billing once fixed.

  Business Response

  Date: 09/25/2023

  **************** purchase a preowned 2019 ****** from Andy Mohr Buick GMC on August 28th, 2023.  *************** purchased the vehicle As-Is (See Attached signed documentation) along with the signed Carfax report and Autocheck stating no accidents have been reported to those agencies.  ************** did not notice what **************** is claiming.  

  Andy Mohr Buick GMC will not reimburse **************** for any billing.

  Customer Answer

  Date: 09/27/2023

  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. 
  
  

  I did purchase the truck as-is HOWEVER, with the vehicle being purchased was supposed to be with a clear title, free of any MAJOR accidents, a clear carfax report, a certified by the dealership bumper to bumper inspection; the truck was certified by there mechanics as well as I purchased an extended warranty with a 3 year/ 36000 miles by their finance department. So the vehicle was not technically bought as-is as the dealership is stating. Bent frame damage on a vehicle is a big deal and should have been reported. I WOULD NOT HAVE PURCHASED THE VEHICLE WITH FRAME DAMAGE because that drastically decreases the value of the truck and I should been given the option to opt out and shop somewhere else. The dealership knows that if that's disclosed the price of the vehicle changes drastically. Again I would not have bought a vehicle with frame damage had it been reported by the dealership. I bought the vehicle with confidence that their advertised MULTIPOINT INSPECTION services allowed me to purchase the vehicle with confidence. My body shop is willing to provide written statements and estimates stating my arguments if requested. 

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

  
  

  Business Response

  Date: 09/27/2023

  Andy Mohr Buick GMCs response remains the same as our initial response. 
  

  We have provided the proper documentation and the vehicle has a clean title 

  Customer Answer

  Date: 10/01/2023

  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 reject their response and will proceed legally.  
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:09/08/2023

  Type:Product 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 2015 ****** Sienna from Andy Mohr Buick GMC on Tuesday, September 5th, 2023 for $18,500.00. As soon as I got home, I found that it had a significant oil leak they had failed to disclose. I notified the dealership within 24 hours of the purchase and received an email back from the General Manager, *********************, saying they would not do anything to fix the situation. I would like the dealership to make the necessary repairs to the vehicle to remedy the oil leak. Returning the car for a full refund or receiving a partial refund to have the repairs completed at another service center would also be acceptable.

  Business Response

  Date: 09/12/2023

  In regards to the oil leak, it is not uncommon for an 8 year old vehicle with 110k miles to have an oil leak.  This appears to be a very minor leak.
  
  
  The vehicle was purchased AS - IS (See Attached signed documentation).  Also, **************** received a discount of approximately $275 and it has brand new leather seating.  This Sienna was one of the best priced 2015 Siennas in the market.
  
  
  We will not perform any requested repairs for free.
  

  Customer Answer

  Date: 09/12/2023

  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. 
  
  This oil leak is significant such that anyone performing an inspection should have recognized it.  When asked whether anything was wrong with the it, the salesman replied that the vehicle had passed the dealership inspection.  The sale price, features, and comparison to similar vehicles are irrelevant.  This failure to disclose the defect constitutes fraud and the business has made no offer to remedy the situation.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/04/2023

  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 bought a brand new GMC Acadia from this dealer in May of 2022. Since January of 2023 the car has been to their service department 4 times for the same issue. The issue is that the check engine light comes on and the car will not shift out of first gear. The 3rd time we had the car into the shop I was told that the battery needed charged (which was done) and that there were no mechanical defects with the car. The same problem happened again less than a week from when we got it back from the shop. In this case, once I parked the car and turned the engine off, I could not get the car to start again. The car was towed to their shop on March 18, 2023 and I was not contacted with any updates until yesterday evening (April 3, 2023). I made three different attempts to contact the service manager who's name I was given during this time and I did not receive any response. During the call I received yesterday, I was told that the car needed a new battery and that there was no mechanical defect with the vehicle. At this point I have three major issues with *****************. First, they have sold me a defective vehicle (still under warranty) and they are unable to resolve the mechanical issue with the vehicle and I believe it is their responsibility at this point to refund my money. Second, they have kept my vehicle (which I continue to make payments on) for several weeks preventing me from using the vehicle that I am paying for and forcing me to put miles on another vehicle that should not be incurring miles, all of which costs me thousands of dollars. Last, their customer service is awful to the point of offensive to which other consumers need to be aware.

  Business Response

  Date: 05/10/2023

  ****************** brought his vehicle into the service department for a transmission concern and stated he had to jump start his vehicle. We diagnosed the jump start concern and found the battery to have failed. We replaced the battery and then were able to move forward with the diagnostic on the transmission. We scanned the system for codes and test drove the vehicle 102 miles in total and were not able to duplicate the concern while the vehicle was with ** at the dealership. If ********************** vehicle does start showing symptoms again we do encourage him to bring his vehicle back to ** so we can perform the diagnostic and come up with the repair to take care of it. 

• Initial Complaint

  Date:08/25/2022

  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 August 24, 2022, I took my 2017 Buick Encore into service due to some skipping with my vehicle. My car is still under warranty and the odometer says 56, 906. I called the dealership where I purchased my car, and I was still under the bumper-to-bumper warranty. ****** at ***************** Buick wrote down the incorrect information about my vehicle and would not proceed to do her part in seeing if the bumper-to-bumper warranty would cover my vehicle. She continued to argue with me about my vehicle and then within this paperwork wrote down the wrong mileage. I would like to receive a refund.

  Business Response

  Date: 08/29/2022

  We apologize for the error as your vehicle is covered by your warranty and we will issue you a full refund.

   

  One of our service representatives will reach out to you.

  Customer Answer

  Date: 08/29/2022

  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:08/25/2022

  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.

  I purchased a dodge dart from ***************** dealership in *******. ** april ** have had nothing but, problems with the vehicle from jump. On top of putting ***** grand in repairs.. and getting no help or respect from the shop at that center. Plainfield was alot more helpful. And explained things to me. I put 5, 000 down the asking price for the car was ****** and apparently I just gave the thieves my insurance money because, my loan does not reflect my down payment. What was supposed to be a 3 yr loan is now a 5yr laon.loan.. and its for more then 11grand... I will never trust any ***************** dealerships again

  Business Response

  Date: 08/29/2022

  ***** purchased a 2015 Dodge Dart on 4/26/2022 for $11649 and did put $5000 down.  ***** also purchased an extended warranty for $3005, Gap Protection for $995, and there is $829.36 for sales tax.  All of this is reflected in the attached file which reflects the amount financed.

• Initial Complaint

  Date:08/11/2022

  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.

  In Mid June we took delivery of a GMC and also purchased the Tire and Wheel protection. I have purchased this on every car we have had. When we sell or trade our car in, we always get a prorated refund back on the Tire and Wheel protection package. We decided to sell this vehicle only after 2 months, so I called the Finance manager at ****************************** and he told me that it was non refundable. This has never been the case before. Also, it does not state this in the Vehicle Buyers Order in which I have attached for you to review. I paid over $1000 for this.

  Business Response

  Date: 08/13/2022

  Customer purchased vehicle on March 18, 2022 and purchased Tire and Wheel coverage.  Tire and Wheel is not cancelable after 30 days, see page 5 of attached contract.

   

  Dealer will call customer to work out the details of a prorated refund as Andy Mohr Buick GMC values the customers business.