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Business Profile

New Car Dealers

Pointe Buick GMC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/02/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    A customer attempted to purchase a vehicle from a dealership but encountered an issue when informed that a $1,000 Flex product was mandatory. Despite declining the product, the dealership's leadership insisted that the purchase could not proceed without it, even though the product was identified as optional in writing. The Finance Director claimed the Flex device was pre-installed on all pre-owned vehicles, thus requiring purchase at sale. This situation leaves the customer facing the need to file a formal complaint with regulatory authorities to address the mandated sale condition.

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought a new vehicle from Pointe GMC in November 2023. I had safety issues right off the bat with windhsield washers that were not functional within a week or 2 of purchase. There was something in the tank blocking the nozzles. These have been replaced several times for same issue. In june of 2024, I started hearing a vibration noise in the passenger side engine compartment. This was followed up on 7 different cases. 6 cases with Pointe GMC and then 1 case with another dealer. The vibration was never resolved. The vehicle has been in the shop in excess of 30 days over the last year for this same issue with no resolve. I have made multiple cases with General Motors and attempted to have the dealer resolve by purchasing the vehicle back from me. ** has blown me off and the dealer has refused to come to the table to discuss the buy back any further. The truck was under original factory warranty until ****** miles and now is under extended warranty (****** est as of today). Each time I have left the dealer after trying to get this issue resolved, I have been able to hear the vibration before even leaving the parking lot. I actually picked it up today after 9 days. Still no resolve and General Motors continues to create cases woth customer service and I keep getting told that the dealer is working to resolve this. As far as I am concerned this is fraudulent behavior by General Motors and violated the conditions of the warranty which I understand is considered a contract and guarantee for the vehicle. I have exhausted all of my options. I understand that this vehicle doesnt fall under NJ Lemon Law because vibrations are not safety issues. I have been acting in good faith to get this item addressed and am out of patience. I need assistance with getting this truck repurchassd by the dealer or **. As a consumer, I am beyind disgusted and frustrated and would appreciate some assitance with this. The amount of repair is causing unnecessary decrease in vehicle value.

    Customer Answer

    Date: 04/14/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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.

     



    Regards,

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

  • Initial Complaint

    Date:08/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 kept a detailed log of my interactions with the dealership (see attached PDF).

    Transaction Date: 7/8/2024
    Amount of Money Paid: $22,434.35 for 2019 Ram Promaster
    Charge for Pre Delivery Service: $995
    Charge for Flex Protect: $595
    Business Description of Pre Delivery Service: It’s a charge that covers a muti point inspection and the cost of any repair the vehicle needed before being sold, such as tires. Typically costing $1995, but offered to me at $995.
    Business Description of Flex Protect: An anti theft 1 year subscription that comes with all Pointe Buick GMC Vehicles. No cost was mentioned or implied (the way it was presented to me it appeared to be a free-trial type of thing).
    Nature of Dispute: During the sale I was presented Pre Delivery Service invoice listing a multi point inspection and no repair action needed or taken. After the sale, my mechanic inspected the vehicle and found it needing ~$2000 in repairs that are simple things a multi point inspection would catch. One of the items listed was tires. The salesman from the dealership agreed that the Pre Delivery Service should have caught those items and that the dealership should take the car in to have it fixed. Several weeks went by and the manager at the dealership finally said they would fix the tie rod only.
    Whether or not business tried to resolve the problem: They claimed they would fix the tie rod. After several days went buy I called to get an update and they hadn't ordered the part yet and said it had a week lead time. It was clear they had no intention of completing the repair in a timely manor. I did not ask them about the Flex Protect charges. I noticed the charge after getting my answer to the repairs and already knew they had no intention of treating me fairly.
    I would like the dealership to refund me for the Pre Delivery Service and Flex Protect charges. The Pre Delivery Service was not completed as described to me at the date of sale.
    I never authorized or requested Flex Protect.

Pointe Buick GMC is NOT a BBB Accredited Business.

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