Complaints
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/27/2025
Type:Service or Repair IssuesStatus: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 paid ****** out of pocket, the *** told me it was not covered on warranty. My car sat for 2 weeks in shop with nothing done to it. I would have lost my job if I didn't get ride to work. Come to find out they lied, then they were in my trunk and blew my subs by pushing a button. They found a bag of change he stated it was making the noise under my car April 6th, my car has been in and out. My warranty is up June 20th. I have videos of **** or **** stating he will not deal with this warranty company again. He has done nothing but hang up on them and lie stating he took pictures and I had to go back in to the shop to get themBusiness Response
Date: 06/09/2025
Dear Ms. ****************** you for bringing your concerns to our attention. We take all customer feedback seriously and strive to address any issues thoroughly and professionally.
First and foremost, we want to assure you that all services performed on your vehicle were conducted with care and in accordance with standard industry practices. We understand your frustration and would like to respond to the points you raised:
Extended ***************************start="734" data-end="737"> Attached to this response is documentation clearly showing that the extended warranty provider did not approve the full difference in labor rates. As discussed during your visits, our shops labor rates are not fully covered under your current warranty policy, a fact you were informed of and acknowledged before work was performed. Additionally, your past experience with the same warranty provider included a similar situation where coverage was denied, and you chose to pay out of pocket. This further confirms your understanding of how the warranty process works.
Estimate ******************start="1338" data-end="1341"> You visited the shop multiple times to request updated estimates to submit to the warranty company. Each time, we worked to accommodate your needs promptly and transparently. We have included copies of those estimates in the attached documents for your reference.
Vehicle Left at **************start="1637" data-end="1640"> We regret that your car remained at the shop for an extended period; however, as explained, we were awaiting warranty approval, which was delayed due to difficulties communicating with the warranty provider. Our technician, **** made multiple attempts to reach the warranty company. While you expressed dissatisfaction with his communication style, we want to clarify that he acted based on the delays and lack of responses received from the provider.
Trunk and ****************************start="2143" data-end="2146"> We did access the trunk area solely as part of a noise inspection you requested. During that inspection, a loose bag of coins was found and documented as the source of the noise. We have no record or indication that any damage occurred to your audio system during this inspection. That you also have not expressed until now, which we would be happy to inspect.
Warranty Expiry and ************************start="2570" data-end="2573"> As your warranty is set to expire on June 20th, we understand the urgency and stress of the situation. Please be assured that all work performed on your vehicle prior to its return was completed correctly and professionally. We are committed to quality service and ensuring customer satisfaction.
We appreciate your continued business and the opportunity to work with you again. Should you have any further questions or would like to review the warranty documents or repair records in person, we would be happy to schedule a time for you to visit the shop.Initial Complaint
Date:11/20/2024
Type:Service or Repair IssuesStatus: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 29, 2024, I went to Lafayette GMC to buy a car. The salesman, *****, assured me I would receive the necessary documents to register the car within ***** days. However, I never received anything. After repeatedly calling and texting ***** without a response, I went to the dealership and learned he was no longer there.******, another employee, took over and, after 40 days, discovered they were having issues obtaining the title from the bank of the previous owner. He promised it would be resolved within a week. That week passed without updates. When I returned to the dealershipnow driving with an expired temporary platethey told me they couldnt issue a new one and offered reimbursement if I got a ticket.Two weeks later, with no updates, I went back and complained again. They reluctantly issued a second temporary plate and promised resolution within a week, but the same pattern of silence continued. Frustrated, I demanded to speak to someone higher up.I met *******, who genuinely apologized for the situation and offered me a $1,000 check for the inconvenience. He admitted the title issue might take another month but assured me the second plate would suffice. I expressed my frustration over the lack of communication and the unprofessional behavior of the staff. ******* lost his temper, yelling at me for criticizing the dealership, but later called to provide specific dates for when the title would be ready.Finally, after four months, I received the documents and registered the car. I returned to collect the promised compensation, only to find ******* was no longer there. *****, the new point of contact, dismissed my concerns and promised to escalate the issue but never followed up.This ordeal has been exhausting. Lafayette GMCs lack of accountability and communication caused unnecessary stress and wasted my time. Despite Eduardos efforts, the dealership failed to deliver on their promises, leaving me deeply disappointed.Business Response
Date: 12/12/2024
Good Morning,
Thank you for bringing your concerns to our attention. We sincerely apologize for the frustrations you experienced and want you to know that your feedback is taken seriously.
Since your visit, we have made leadership changes to ensure that future experiences at Lafayette meet the highest standards of service and care. Our new General Manager, ***** ****, is aware of your concerns and will be reaching out to you personally.
Additionally, we remain committed to honoring the agreement made by our previous General Manager to compensate you for your time and inconvenience. Either ***** **** or I will be in touch shortly to resolve this matter to your satisfaction.
Thank you for your patience and understanding as we work to make this right. Please dont hesitate to contact us directly if you have any further questions or concerns.Customer Answer
Date: 12/16/2024
Nobody has got in touch with me until now.
Best,
*****
Customer Answer
Date: 12/18/2024
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.]Nobody has got in touch with me until now.
Best,
*****
Regards,
***** ****** ******** ******Business Response
Date: 01/14/2025
Good Morning *******,On 12/18/24 we received the email and promptly contacted the customer and printed a check to resolve the issue on 12/19/24. Our old ** had promised her $1000. Our new GM had reached out to her and on the same day the email was sent and explained to her we would honor the promises of the old GM. The customer said she couldn't make it in to receive the check. On 1/10/25 I called you back and left a message that we had mailed the check to the customer and she had cashed it on 12/30/24. Again I called this morning after seeing the voicemail you had left I called back with no answer. Attached is the proof. The customer was understanding and to our knowledge this issue was resolved in the previous month. If you need anything else from us please let me know. We are always happy to help!Initial Complaint
Date:01/22/2024
Type:Service or Repair IssuesStatus: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 brought my truck in for service at the dealership. Among other things, I asked why my check engine light would occasionally come on. I went back to the dealership two days later and they told me that I needed to repair a collapsed lifter and that, if I didnt, my engine would definitely be destroyed. They told me it would cost 8100 to do the repair.The *************** wanted to send an inspector before they would cover the repair. The dealership informed me that they would have to disassemble the engine for the inspector, and that I would be liable for the labor in taking the motor apart, if the warranty claim was denied. It took them 5 hours to disassemble the engine. After receiving no phone calls or updates, I returned to the dealership 9 days later. They told me they were going to be calling the warranty place THAT morning to get the inspector sent out. Several days later, I got word the claim was denied. I could not afford to pay the 8100 they were asking for, so I had my truck towed to another shop to have the work done.The manager at the other shop and the mechanic who did the work both told me that I DID NOT need the repair the dealership told me I needed to have done. They told me that I did not have the problem the dealership told me I did. I have documentation from them and they have agreed to speak with anyone asking for more details. I saved the faulty parts.I returned to the dealership with that documentation and the parts they told me were faulty. I asked them to take responsibility, financially and otherwise. They refused. They didnt even apologize. I recorded my meeting with them.I wont waste any more of your time. This cost me $5,000 out of pocket, right before Christmas. I need help getting that money back, and an apology wouldnt hurt.Please and thank you.Business Response
Date: 02/28/2024
Mr. ********************* came back in November with an engine issue. We diagnosed the truck at our best capabilities and informed him of what we have found and what we needed to do in order to get an inspector from a third-party extended warranty. At this point we informed Mr. ***** that we needed to disassemble the engine in order to pin point the issue, as well as he was informed that if the warranty company declined the claim, he was going to be responsible for the cost of that labor, which he agreed to do. Once we gave him the estimate, he did not want us to repair the truck and had his truck towed away from our ****************** and decided to get it fixed somewhere else. At this point, we did everything we needed to do with Mr. *****'s approval.
Thank you,
*********************************
Op0erating Partner
Business Response
Date: 02/28/2024
In addition we did repaired his rear bumper for a cost of around $1100.00 that ************** said we damaged with no proof whatsoever.
Thanks,
*********************************
Initial Complaint
Date:11/16/2022
Type:Sales and Advertising IssuesStatus: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 car with an extended warranty on April 2, 2022 with ****** miles. ***** out I cant use the warranty until the manufacturer bumper to bumper was up. Cancelled the warranty on July 19, 2022 with no claims on it. 60 days later I was refunded $2300 out of $4000. Called the dealership to question the amount I was refunded but never received a call back. Under the impression I had a tire and wheel warranty that wasnt cancelled, I let it go for a while. Had an issue with a tire so I called the warranty company and was told I never had a wheel and tire. I asked why I received so little back on my refund and was told they had my mileage on the cancellation at ******. The actual mileage was between 17,000-18,000 miles. I told the dealership what was going on and I received a voicemail saying no errors had been made. Asked the dealership for a copy of the cancellation and received a scanned copy with the mileage HANDWRITTEN on it. When I signed the paperwork it had been typed into the computer and printed out. I asked to see the original document, the exact paper I signed. I was given the run around until I was asked to meet with the owner in person to look it over. Upon arriving I was told the original document couldnt be found. I believe this was a form of fraud and that my mileage was changed so somebody could keep a portion of the money, but has been covered up but the dealership because they misplaced my original document. I was assured the mileage would be corrected Monday morning but it still has not. Current mileage is just over 21k so how it was listed so high just 3 months after purchase is ridiculous.Business Response
Date: 11/28/2022
To whom it may concern,
************************** had a meeting with myself 2 weeks ago and she had the issue of one of our employees using the wrong mileage in a cancellation form (innocent human mistake). After we processed the cancelation she noticed that the amount was a little low, she reached out to our offices and explain that. At that point, very understandable she was very upset, that is when we met and I assured her that we are going to fix the error.
The cancelation was processed and an extra $1336.11 will be issued to her finance company. This complaint came in after the meeting where I thought every thing was handled from our side. I just got off the phone with *************** and explained everything to her.
Have great success,
*********************************
Operating Partner
Customer Answer
Date: 11/29/2022
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.]Today I was contacted by the dealership I filed a complaint with. The owner called me but wouldnt let me speak and was just giving me the run around and speaking over me so I ended the call. He has also responded to my complaint online as well but I am not satisfied with his answer. He claims human error on the paperwork I am having issues with but can not provide me with the original document like I have requested. I have been told there is a law requiring dealerships to keep original documents for 2 years yet this dealership cannot provide me with mine after less than 6 months. It has taken weeks for them to finally take care of the refund but I have requested to see the original document that I signed. Not a scanned version where I believe the numbers were changed post signature. I will not be satisfied with this until that ORIGINAL document has been found.
Thank you,
*********************
************
Business Response
Date: 11/29/2022
Once again, We spoke to ************** yesterday and explained to her that we have corrected the extended warranty cancellation using the mileage that was given by her. The adjustment amount is $1336.11. This check will be send to the finance company that holds the lien on ******************* vehicle. We have provided her with all the documentation that we have on our files. This has not been sufficient for her even though we already fix the mistake and the correct refund amount has been processed.
Have great success,
*********************************
Customer Answer
Date: 11/29/2022
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 acknowledge that the refund has finally been resolved, but I dont accept that a business has somehow misplaced an original document that seemed to have been changed after being signed. Too many human errors have been made in this case for me to be satisfied until the original document has been found.
Regards,
*********************Business Response
Date: 12/20/2022
We have provided her all of the required paperwork at this point. She came in to the dealership that day and signed the paperwork since we have her actual signature on the form, which she agreed that was her signature. It was a human mistake but it has been corrected at this point. Even the customer just acknowledged that we did in fact take care of the cancellation and the right amount of refund was given to the bank.
At this point, we do not know what else to do in this case.
Have great success,
*********************************
Initial Complaint
Date:10/11/2022
Type:Service or Repair IssuesStatus: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 September 10, 2022 we purchased a 2015 GMC Sierra ****** Three days into having said truck I had stopped at a light and it would not move forward. We took the truck into the service department where they had issues even checking it in because they had yet to switch said vehicle into our name in their system. We were told that they would not be able to have their transmission specialist even look at the truck until September 20, which would be 5 days later. After looking at the truck we were told that it would need a new transmission. We were told an inspector from the warranty would need to come and make sure we need a new transmission But that they had proactively ordered our transmission. We were told initially that it would take 3-5 days for it to ship. We were told that we would have our truck back by September 30th and worst case scenario would be early the following week which would be October 3rd. Both of those day we called the dealership for updates to no response. The service department would not communicate with us. Our salesman began reaching out and gave us another date of Monday October 10th. Again, no call and no response from the service department who gave no reason or timeline. We have tried calling dealership management to get some sort of update and are met with no response. They have now had our vehicle for 30 days and we are extremely frustrated at the lack of communication as a baseline of common courtesy to say the least. We are not sure of our options at this point and just want action and communication.Business Response
Date: 11/07/2022
We did serviced the vehicle before the sale and after the sale. We did keep the truck here waiting for a transmission that unfortunately took longer to receive from its manufacturer. We did provide alternate transportation for customers, so they did have transportation while waiting. We do apologize for the lack of communication, but we were just trying to give you accurate updates from the transmission's manufacturers. We did fixed the vehicle and there was no charge for the alternate transportation.
*********************************
Operating Partner
Lafayette GMC is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.