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:05/08/2025

  Type:Billing 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 visited this facility to have an annual vehicle inspection performed on November 7th 2024. I have attached the invoice that was proposed to me. I refused having this work done. I didn't believe this work needed to be done. And I noted that their hourly rate and number of hours quoted to perform the work was excessive. I went to a different facility, informed them of my visit to the first facility, what they were claiming was wrong and what they wanted to charge for the work. This second facility noted they would inspect the vehicle. And if they found the same power steering problem they would fix it at an hourly rate of $70.00 plus parts and it would total around $800.00. They performed the inspection, found nothing wrong with the vehicle and the vehicle passed inspection. Total invoice $21.00. The initial facility sent me an invoice for $192.72 claiming that I owed them for their estimate. I went to the facility and spoke with the service manager and she stated would have that fee waived this one time. When I received another invoice I called and the service department again and was again informed the service manager would speak with billing and get the invoice canceled. I just received another invoice from this business noting that if the invoice isn't paid by May 31st legal action will be taken. I would like the business to abide by what the service manager agreed to do. Thank you.

  Business Response

  Date: 05/12/2025

  The charge to the customer was for the diagnostic time the customer authorized our technician to do on their vehicle. If a customer requests diagnosis of their vehicle issue, then the customer must pay diagnostic charges when their vehicle is not under warranty--whether they agree with the results or not, the diagnostic charges must be paid. This vehicle should not have been allowed to leave our premises without payment in the first place but somehow the advisor let the customer leave without paying their bill as the advisor was under the assumption that the customer would return for repairs. Customer never returned and never paid the bill. Our Service Manager is unavailable to review this claim but if they told the customer that we would cover the charge then we will cover this as a one-time only. Should the customer choose to return, please know that our technicians must get paid their time and vehicles are not allowed to leave before an invoice is paid. If you request something to be done to your vehicle, you must pay for the diagnostic whether you agree with the technician or not. To confirm, customer no longer owes us anything but in the future, customer is asked to not return if they do not plan on paying their bill.

  Customer Answer

  Date: 05/12/2025

  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:02/25/2025

  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.

  PLEASE SHARE. Putting together this post to warn everyone about the SCAMMERS at Brennan GMC in Plattsburgh. Last week my truck (2015 ********* with 100k miles) died on the side of the road and I had it towed to Brennen GMC for repairs. After having the vehicle for 2 days, their service advisor called me and told me that my engine was totally dead and could not be repaired., They gave me an estimated repair bill of $17,000-$20,000.
  
  To make matters worse, I received a call from one of their salesman offering to buy the truck from me. After speaking to his "manager", Larry told me that the book value on my truck IF NOTHING WAS WRONG WITH IT was $8000, and they were prepared to offer me $500 for my truck. As you can see from the pictures, the trade in value of my truck is well over $17,000. At this point I knew that they were trying to scam me.
  
  I called ********* towing and arranged for the vehicle to be picked up and towed somewhere else for a second opinion. I contacted Brennen GMC and told them to put the keys in the gas cap, and the vehicle would be towed out of there in an hour. I was told by the service adviser that I could not tow my truck out of there because they had not "done the paperwork". An argument ensued, and my truck was towed to ******** Garage about an hour later.
  
  Fast forward a few days, ******** garage found that the only thing my truck needed was a new fuel pump, a $1000 repair. The truck is driving absolutely fine now.
  
  Brennen GMC are absolute SCAMMERS. Do not do your business there. BUYER BEWARE, how many people have they done this to? I'm currently filing a complaint with the BBB, NYS attorney generals office and leaving negative reviews.

  Customer Answer

  Date: 02/25/2025

  They shouls credit me back for their diagnostic fee and apologize 

  Business Response

  Date: 03/17/2025

  Repair order with technician's findings are attached--it should have been communicated that engine replacement was recommended due to oil pressure readings. If we were to recommend "quick fixes", such as the one the customer had done elsewhere for $1500, the customer would chance spending $1500 on a repair that would only last 6 days/6 months/longer if lucky. We want to ensure our customers have a bigger picture of the life of their vehicle and do not put money into something that will not last.

  Trade-in value is based off of MMR & KBB values, as well as the fact that the truck most likely needs an engine because of the shop
  diagnosis and low oil pressure. Attached you will see an MMR trade value of
  $10,450 and a KBB trade value of $10,728. Neither of those values reflect
  the fact that the truck will need an engine of which the cost of would exceed
  the value of the vehicle. Those values also do not reflect that the interior
  was covered in paint stains and the truck was modified with aftermarket lift or
  leveling kit and oversized wheels and tires which also hurts the trade value
  on this vehicle. 

  Customers who bring in their vehicle for diagnosis authorize us to diagnose their vehicle and that is all they are charged for. Customers are not required to trade in their vehicle and are not mandated to go ahead with repairs that we recommend. Please note on invoice sent in from customer, other repair shop noted 6qts but it is an 8qt vehicle--customer should confirm proper oil amount is in vehicle. We apologize for the unfortunate situation and for the fact that we did not sit down with the customer and give him a detailed explanation of what is going on with this vehicle and how we came to our diagnosis & trade-in value.

• Initial Complaint

  Date:02/12/2024

  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.

  When purchasing a car, the salesman I spoke with told me that they would do 5k for a trade in deal. I told them I wouldn’t be purchasing the new car without the 5k trade in deal, to which the dealer responded “We will do 5k”. I have this info in the email. He never said the value is subject to change, and is now saying he will do 2500k less than the original deal we made. The lack of professionalism and the lie that was told to me is now putting me in a very unfair situation.

  Customer Answer

  Date: 02/20/2024

  (Consumer was asked to provide a copy of the final sales invoice showing the final offer, but failed to provide this information)

  Business Response

  Date: 03/19/2024

  
  This firm represents Brennan Buick GMC (the "Dealership"). We received your letter
  and complaint filed February 12,2024. We reviewed the matter.
  Our client denies the allegations set forth by the consumer. The Dealership initially
  quoted the customer a rough estimate over the phone. However, when Ms. ** **** appeared at
  the Dealership, the vehicle was in worse condition than the Dealership believed. Rough estimates
  are not binding as it is just an approximation. However, Ms. ** **** did not have a title to the
  vehicle. Therefore, the trade-in was not included in the transaction as Ms. ** **** was unable to
  trade the vehicle in.
  It took Ms. ** **** approximately 2 to 3 months to get the vehicle's title. During this
  time, the value of the vehicle depreciated. However, this is irrelevant, as the title that was
  provided was unmarketable. The Dealership is unable to accept any vehicles with unmarketable
  titles.
  In sum, Brennan Buick GMC denies any wrongdoing. Nevertheless, should Ms. ** ****
  receive marketable title to the vehicle and would like to trade in the vehicle, the Dealership will
  reevaluate the value of the vehicle. In the meantime, Ms. ** **** is welcome to pick up her
  vehicle that she abandoned on the Dealership's property. Given the circumstances, Brennan
  Buick GMC respectfully requests that this matter be closed.
  Very truly yours,