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Business Profile

New Car Dealers

Beckley Buick-GMC Auto Mall

This business is NOT BBB Accredited.

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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 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:12/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a 2022 Audi Q3 on October 5, 2024. After only driving the vehicle for 5 days, we had to call and take the vehicle back to dealership because of clicking, pounding noises coming from the front end of the vehicle. It was found that the strut was bad. After the dealership had my vehicle for all most 2 weeks, the strut was replaced. After driving the vehicle home after receiving it back, there was still a clicking noise coming from front end in addition to a tire sensor light coming on. Since then we have had my vehicle back to dealership 3 different times with them keeping my vehicle for a week or more at a time and not "hearing" any noise. The dealership has had my car approximately 46 days out of 60 and still cannot hear, diagnose or fix the issue of the clicking noise or tire sensor. I have asked for them to purchase the vehicle back if they cannot fix and I was told that next week they want to "Ride" around with me or my husband to listen for the noise. All noises have been recorded and sent to dealership.

    Business Response

    Date: 12/09/2024

    The reason for the delay was a parts issue for the strut which was not readily available and was on back order from Audi. Once the part arrived, the strut and related parts were replaced, then we did a test drive and verified the repairs.

    Customer returned stating that the clicking noise was still present. Mr. **** rode with our shop foreman and heard a slight noise one time during a drive of approximately 25 minutes. They pulled into the shop, lubed all the bushings in the front end and verified no noise was present.

    Customer returned a few days later and husband rode with a different technician and heard NO noise. At that time we placed the customer in a loaner vehicle, the Service Manager had technician pull vehicle into shop and loosen and retorque front suspension and subframe. Vehicle was test driven multiple times and NO noise was detected.

    Customer called in after vehicle was returned and stated noise was still present. Mr. **** said it would be the following week before he could bring the vehicle back and ride with someone. Wife has videoed a noise but can not pinpoint where it is coming from and Service Manager has explained that the noise must be duplicated with a service employee present to be able to properly diagnose and perform any repairs. ***** ****** is willing to send an employee to their home for a test drive to attempt once again to duplicate the noise the customer is referring to. 

  • Initial Complaint

    Date:09/26/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 bought a truck from ***** ****** automall in November. They kept it for repairs because of rust on a side panel before i even got the truck. They did not disclose there was a sizable hole in the frame. I didn’t find out until I had an oil change. When I called them to make it right I was ignored for two days, when i finally received a call back I was told it was not their problem they never saw the hole. Not sure how that’s possible because it’s a big rusted hole behind the cab where they fixed the side panel. So they’ve sold me a defective vehicle I’m still paying for and refuse to correct the issue.

    Business Response

    Date: 10/14/2024

    Complaint has been forwarded to interim GM Brian B***** to review the situation and prepare a response.

    Business Response

    Date: 10/14/2024

    This vehicle was serviced at ***** ****** before it was sold November 4, 2023. It passed a State Inspection which means there was no hole in the frame at that time. The only issues with the truck were cosmetic. ****** **** ********** replaced both rear wheel arch panels, installed both rocker caps and refinished both bed sides. The truck has not been back to our shop since it was purchased. 

  • Initial Complaint

    Date:03/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Have Been To Beckley Auto Mall More Than 4 Times In The Past Few Months Getting My Vehicle Worked On. All Of A Sudden MY Radiator Is Still Leaking. ***** **** *** ***** Had Their Mechanic Look At My Vehicle For A Trade In And They Found A Leak In The Back Of The Radiator So I Took It Back To Beckley Auto Mall Yesterday For An Appointment This Morning At 8 A.M. March 13th 2024 And My Father Text Me And Stated That They Are Saying A Leak Is Not Found. THAT'S NOT TRUE. They've Left My Car Sitting There For Over A Week TWICE Without Any Work Being Completed. They Didn't Want To Tell Me About The Warranty On The Radiator Until I Asked Them On Monday About That. This Has To Stop I've Paid Over $600 To Have Numerous Things Repaired.

    Business Response

    Date: 04/01/2024

    Customer brought vehicle in 1/2/24 with multiple concerns at which time a radiator was installed. On 1/17/24 customer returned stating radiator was leaking. Technician found no leaks from radiator at this time. Customer returned second time on 3/13/24 stating radiator having a leak on backside. Technician found no leaks on this date. Radiator is still under warranty and Beckley Auto Mall will warranty parts and labor at the time a radiator leak is verified.

    Customer Answer

    Date: 04/04/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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:08/17/2023

    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.
    On May 9, 2023, my engine began to shake and caused misfires. I took it to my service provider, Beckley GMC Auto Mall and they determined that there was an issue in the 7th solenoid. The lifters were replaced, the pushrod was bent and replaced, and the header of the 7th solenoid was sent off for inspection. They found coolant in the header and stated the gasket needed to be replaced. For 300 miles the vehicle ran and operated without incident. However, around the 300’s miles marker after the repair the vehicle began to shake and caused misfires yet again. I immediately took it back to the service department at Beckley GMC Auto Mall. According to the service department there was a crack in the engine block. There have been 3 inspections conducted by “warranty *********” the warranty purchased at Beckley Auto mall upon the purchase of my vehicle. The service department have determined that there is in fact a crack in the engine and that the headers are not a contributing factor to the crack or the issues within the engine. According to Warranty ********* the service department has failed to produce evidence of a crack and a rational reason as to why the crack is there and what contributed to the crack. The service department is stating that the cause of the failure is the crack in the engine and cannot give a definitive reason or explanation as to why the crack happened. Warranty ********* has stated that they will not approve of an engine replacement until they are given a definitive reason for the cause of the crack. I have been without my Truck for over 3 months. I paid warranty ********* upon purchase of my truck for an extended warranty to protect my investment in case such events came to fruition. I was advised to purchase this warranty from the financial manager of Beckley GMC Auto Mall who handled the paperwork for the purchase of the vehicle. I paid the dealership and obtained a policy by warranty ********* in good faith to protect myself and my family should a catastrophic failure take place. Warranty ********* and the Beckley GMC Auto Mall has held my vehicle hostage and are continuing to hold it inoperable by not approving the new engine that has a crack in the block. Beckley Auto Mall has not brought their GM into this situation and no accountability has truly been extended to warranty ********* by Beckley Auto Mall for a policy I purchased on the advice of their financial manager. Warranty ********* wants Beckley GMC Auto Mall to demonstrate that they are not the cause of the crack per the first incomplete repair and Beckley GMC is stating they cannot produce such information. Meanwhile, my family and I are left paying a vehicle payment on a vehicle that is out of commission until such repairs are completed. I myself has conducted a 3-way phone call to get all parties on the same page which should not be the job of the consumer in this situation however, it has fallen to me to create a meaningful dialog in order to remedy the confusion and expectation of each party involved. However, no such resolution has taken place and no resolution seems to be forthcoming in the future. Please help.

  • Initial Complaint

    Date:07/10/2023

    Type:Customer Service 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 moved here early March 2023. I went by this business to see how much it would cost for me to get a key made for my automobile. Since that time, I have been receiving emails, mailings and such wanting me to come in their business and they will give me a fair appraisal of my car for a new one. I have told them more than once to stop with the emails and mailings. Now they are trying to be clever and just sending generalized "Resident" mailings to my home, thinking that this will keep them out of trouble. I have already blocked them from my email account. I want all mailings, emails, phone calls and such to stop now!

    Customer Answer

    Date: 08/03/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    At this time, I have not been contacted by Beckley Buick GMC Automall regarding complaint ID ********.



    Regards,



    Rita ***********

Beckley Buick-GMC Auto Mall is NOT a BBB Accredited Business.

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