ComplaintsforHarry Robinson Buick-GMC, Inc.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 15 I went to to chase a vehicle. I was told I would be the second owner and the vehicle had no accidents. I went in to trade it in for something bigger. I was told by a salesman I wasn’t able to trade it in and NO OTHER DEALER WOULD TAKE THE CAR. We went to a different deal and printed me off the carfax. The car was in 2 wrecks and the air bag was deployed both times. There’s no airbags in the car. Nothing was mention bout it being changed on the paperwork as the other things were. I went back to ***** ******** to talk to the boss **** (boss) came out very rudely. Snatched the papers out of my boyfriends hands and was being smart with him. Then when we tried to explain everything **** then said well I’m just gonna talk to one person when y’all are adult enough then come talk. We wasn’t raising our voices or being hostile, yes we have witnesses on that. **** was rude. When we brought up the car fax **** said they don’t have access to car fax. Which we knew that was a lot because anyone has access to Carfax so we was lied to the manager **** and a sales person. ***** and I don’t want anyone else to go through the same issue as we did because now we’re stuck with the car because they don’t wanna work with us and we have a three year-old daughter and they know that And we don’t need to be driving around in a car with no .

  Business response

  08/02/2024

  *** ***** ********* father *****, reached out to our Sales team on June 15th at 4:40pm stating his family was on the way to the races when his son’s truck “blew up and needed a car like today.” He wanted to verify our closing time. Our Business Development Center Manager took the phone call and advised we did not close until 6:00pm and would be happy to get them into a vehicle. He explained they were about 10 miles away and added they were riding in the back of his camper.  
  

  Upon arrival, *** ******* was greeted by Sales Associate ******* *******. ******* stated *** ******* requested the cheapest vehicle to get him back on the road as soon as possible. ******* showed *** ******* a 2015 Chevrolet Malibu. He was offered and took the vehicle on a test drive. Upon return of the test drive, *** ******* stated, “that’ll work!” *** ******* did ask how many owners the vehicle had, *** ******* recalls advising *** ******* it had approximately 2-3 owners likely due to the age, but would need to view the AutoCheck to ensure the correct number. *** ******* accepted the estimate and declined to confirm and view the AutoCheck. AutoCheck reports are posted on our website with every vehicle listed. *** ******* presented *** ******* with the figures for the car deal, promptly as requested, at 5:22pm which *** ******* accepted and proceeded to complete the car deal in finance at 5:45pm. *** ******* left happy with the transaction and even shared the positive experience in the attached review.

  *** ******* returned to ***** ******** Buick GMC on July 20th requesting to trade the vehicle for something more permanent. *** ******* advised they had not made the first payment so while he was happy to inquire about an alternative vehicle, they would likely need to make a few payments before inquiring about trading. *** ******* asked us to proceed with the trade process. *** ******* showed *** ******* a GMC Terrain, but this vehicle did not meet *** *******s expectations. *** ******* stated this was the best option for them and we would love to help him get into something he likes better, but requested he hang tight and make a few more payments before trading. *** ******* accepted this information with understanding, shook *** *******’s hand, and left.

  *** ******* returned to our store just a few hours later. *** ******* greeted him, and *** ******* requested a manager to speak with privately. **** ******, Used Car Manager walked out to speak with *** *******. *** ****** states upon introduction with *** *******, *** ******* was very agitated, stating he had gone to another dealership who pulled the CarFax and it had more owners than we stated, had been in 2 major accidents, and did not have airbags. *** ****** had the AutoCheck in hand to show it was listed having 3 owners, Mr. Holland being the 4th. An associate with *** ******* had a 2nd woman on the speaker phone who began yelling and cussing at *** ******. At this time, *** ****** began to exit the conversation and stated they needed to take a moment to cool off, and he would be inside when they were ready to review the details as respectful adults. *** ******* and his associate chose to exit the premises.

  Our dealership maintains a paid account with AutoCheck and all AutoCheck reports are available to view with the inventory listed on our website. The AutoCheck for the purchased vehicle was listed on the website on the day of purchase and did include access for the customers to view the AutoCheck before purchasing. Because we do not have a paid subscription to CarFax, we are not able to view nor provide a copy of a CarFax report. 
  

  We completed a used vehicle inspection on the Malibu *** ******* purchased prior to his purchase. During the used vehicle inspection, there was a code present for an ABS issue. We diagnosed the issue which called for a replacement of the airbag in the steering. This was completed prior to their purchase. *** ******* also acknowledged and signed the “Buyers Guide” which outlines the vehicle is sold, “As is- no dealer warranty,” and review’s the buyers right to have a mechanic of their choosing inspect the vehicle prior to purchase. 

*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. ↩