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:01/08/2025

  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.

  I am writing to formally express my dissatisfaction with the recent purchase of a certified used 2018 **** SUV from your dealership. From the first day of ownership, I encountered an issue with the air conditioning system, which was not functioning properly and blew only hot air.I promptly returned the vehicle to your service department, and I was assured that the issue would be resolved. However, despite your team's efforts, the air conditioning system has reverted to blowing hot air again. This has caused significant inconvenience, especially considering the current warm weather ************* make matters worse, I have attempted to contact your dealership multiple times to discuss the recurring issue, but my calls have gone unanswered. This lack of communication is deeply frustrating and unprofessional, particularly given the premium price associated with purchasing a certified used luxury vehicle like the *****I purchased this vehicle with the expectation of reliability and excellent service, as guaranteed by the certified pre-owned program. Unfortunately, my experience has been quite the opposite, leaving me disappointed and concerned about the dealership's commitment to customer satisfaction.I request that you take immediate action to rectify this situation by either permanently repairing the air conditioning system or providing an alternative solution that ensures I receive the quality and service promised at the time of purchase.Please contact me at your earliest convenience to arrange a resolution. I hope this matter can be resolved amicably and swiftly. If not, I will be compelled to explore further options, including filing a complaint with the appropriate consumer protection agencies.Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 01/22/2025

  To whom it may concern:

  Ms. ******** purchased a 2018 **** Q7 from our dealership on July 25th 2024 and had a concern with her air conditioning system blowing hot air 10 days after her purchase.  Liberty GMC gladly brought her vehicle in and fixed the issue and returned it back to her.  Unfortunately, this was not sold as a certified preowned vehicle as stated due to the fact of the mileage and an **** dealership is only authorized to do so.  Arizona law states that the selling dealer is only responsible to fix failed components 15 days or 500 miles after purchase. ***** did not purchase an extended warranty and she has owned this vehicle for almost six months. In this case we would diagnose the vehicle for free, but ***** would responsible to pay for all repairs and expenses.    

• Initial Complaint

  Date:08/01/2024

  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.

  I recently purchased a 2017 Chevrolet Silverado from Liberty GMC. During the deal, I expressed that the rear passenger speaker had a hole in it and the sales person (*********************) ensured me that the dealership would "take care of it". He said that he won't miss out on a deal because of a hole in the speaker. When it came to fixing the hole, the dealership backed out of the deal to fix it and instead only made sure that the speaker functioned but won't do anything about the hole. After purchasing the truck I discovered that the rear blinkers were not working properly. I informed the dealership that the rear blinkers are not working properly due to hyper blinking and the truck informing me that the blinkers are experiencing an error. The dealership refused to help me on the issue because they feel it is not a safety issue but I strongly feel that an error with my rear blinkers is a safety issue.

  

  Business Response

  Date: 08/02/2024

  To whom it may concern:

  **************** picked up his vehicle on 08/01/24 and the situation has been resolved.

• Initial Complaint

  Date:07/02/2024

  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.

  I BOUGHT A BRAND NEW 2500 GMC DURAMAX 2023. IT HAD A PART FAIL AND LEFT US STRANDED. WE HAVE BUMPER TO BUMPER WARRANTY LIBERTY GMC IN PEORIA SOLD US PLUS ANOTHER WARRANTY. THE PART IS ON ORDER FROM ***** FROM 6 MONTHS TO A YEAR. WE HAD TO CALL OUR OWN TOW TRUCK, RENT OUR OWN VEHICLE ON OUR OWN CREDIT CARD AT ******* A MONTH. THIS WARRANT COVERS ALL OF THAT AND NOT ONE GMC HUMAN WILL HELP US TO COVER RENT A CAR AND BUY BACK OUR LEMON TRUCK. NOT 1 GMC EMPLOYEE WILL HELP. THEY PASS THE **** TO EVERYONE ELSE AND WE ARE DONE. WE NEED HELP AND THIS IS NOTHING BUT FRAUD. *********************************

  

  Business Response

  Date: 07/03/2024

  To whom it may concern:

  In order to resolve this situation, this customer would need to contact ************** directly.  This vehicle has never been to our service department for repair, we are just the selling dealer.

  Customer Answer

  Date: 07/05/2024

  OUR TRUCK HAS BEEN AT LIBERTY GMC SERVICE CENTER TO HAVE A TAILGATE FIXED FROM A REAR END HIT WE HAD. IT WAS THERE FOR 3 MONTHS . BUT THE PART THAT WENT OUT IS ON BACK ORDER FOR 6 MONTHS TO A YEAR. AN 80, ****** 2023 TRUCK SHOULD NOT BE IN REPAIR MODE ALREADY.  WE WANT A BUY BACK. WE NEED A DEPENDABLE TRUCK AND THIS ONE IS NOT. BUY IT BACK AND GIVE US SOMETHING WORTH OUR MONEY WEVE INVESTED IN. WE DONT WANT TO GET STRANDED LIKE WE WERE EVERYTIME WE GO SOMEWHERE.

  

  Business Response

  Date: 07/09/2024

  To whom it may concern:

  The last time this vehicle was in our service center was 12-29-2023.  The customer is failing to understand that this is a ************** issue in regards to parts on back order not a Liberty GMC issue.  Once again the customer would need to open a case directly with ************** to get this resolved.

   

  Thank you,

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

• Initial Complaint

  Date:03/30/2024

  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.

  I brought my vehicle into Liberty GMC service dealership on February 26th. I informed *****, I heard a ticking noise. She wrote it down; I was never told she would do a diagnostic test on my SUV. She contacted uber to take me to Enterprise for a rental plus I was never told I would be paying for the rental. The Enterprise personnel stated it was under Liberty GMC my name was under Liberty. I showed ************************, (Service Manager) all the paperwork I was given. I was never given any call backs, I was the only one calling and getting ***** voicemail to leave a message for two days not knowing what was wrong, I finally called, and ***** advised me she had three other calls and she was going to call me but since she had me on the phone. She stated they weren't able to get to my vehicle on Monday, it was Tuesday Feb 27th, they would be talking it back and she would give me a call.I called on Wed Feb 28th and spoke with *****. I was told it was a Purge Solenoid, and Stabilizer Bar, Sway Bar, Rear Trailing Arm Bushing. That I needed to get it fixed to keep me from rolling over. I asked her if she was sure I was not having any problem turning, or problem with streering going at a high speed on the freeway. ***** stated It needs to be fixed because it was dangerous, She informed me it would be $3100 I stated wow that's a lot. I asked if I could use my ** points because that was a lot of money to do a repair for a ticking noise. I gave her my email address and the rewards number to redeem my points to help with the cost. When she pulled it up. Her reaction should have been a notion to get a second opinion. ***** informed me to hold on the line. She came back after a minute and advise me the technician could do the work that day and it will be finished be the end of day with Labor, material and taxes out the door of $3100 and with my points it brought it down to $1400 I stated okay, I got a call at 3pm it was completed. However, when I went to pick my vehicle up on Thursday Feb 28th I asked for the diagnostic test form to let me know there findings how they came to the conclusion for the repairs. I asked four times that it was never given to me. Nor the number point of how they came to what was wrong with my vehicle. Driving home that day a light came on I turned around and went back to be told it was a censior and it would cost me $125 I said No its not I asked to speak to the ** never did.I was given the forms for the Purge Solenoid, Sway Bar, Rear Trailing Bushing, the cost, charges, labor cost, I was charged for the rental vehicle. I was given a check off list of my vehicle, I showed all these forms to ************************. He advised me that he would get to the bottom of this. That there were some discrepices. For me to bring my vehicle back in he would have his team check it out. After bringing my vehicle in the third time made me feel like nothing was done. I was at the dealership for less that an hour. ************************ stated he had good news that the noise I was hearing was normal and that I will be hearing it from now on, he stated that the technician informed him he replaced the purge valved, ************************ asked him why he was still hearing it 4 cars down and it was loud he was in and out of the car. I said exactly that's why I brought it back. I had never heard that noise before he said he asked the same question. My question is if ************************ is the Service Manager he should know the mechanic problems he is asking a technician that couldn't tell me from a diagnostic test the problem. Now I feel I was taken advantage of, lied to and taken my ** points, then had to pay that kind of money on things that I feel I didn't need to pay for the other things tthey say were wrong with my vehicle. I could have saved that money since I wasn't given any proof. The ticking noise is still there. I was told to turn the radio up if I didn't want to hear the ticking noise. I was charged $2000 in labor charges, $600 for parts and taxes for three items. I'm wasn't sure needed to be replaced. I was just trying to figure out I paid all this money and still hearing the ticking noise from the beginning when I first took it in and to be told by the Service Manager the ** said to fix this so I can go away. I know this is not the way customer should be treated. This is my transportation to be told the Sway bar was broken and had shifted. I never heard any noise to that matter. I researched the Sway bar, I would have been in a terrible accident because I would not been able to handle the steering wheel, turn sharply, or drive on the freeway or interstate at a high rate of speed. But to keep asking for a diagnostic test to show what it stated was the problem with my vehicle and the ticking noise I was hearing. Then had to take my vehicle back for lights to come on the dashboard. I feel wasn't performed on my vehicle, it was never discussed how can you say that was the problem. just by visual or listening to ticking noise walking around the vehicle. To be told to turn the radio up and I will not hear the ticking noise is wrong after paying for repairs of that maguitude. The way I was treated, how I tried to talk to *****, ************************ regarding my vehicle. I just wanted my vehicle fixed so that I didn't end up on the side of the road. this was unacceptable from a dealership to lie, use customers. I have sent They took ******* bonus points as well. Then I received this email. on March 7th. to buy my vehicle. I just wanted my vehicle fixed, not treated with being used and taken advantage of not given all the proper paperwork to the repair work. Then to continue to have this issue of the ticking This below email is from the dealership ******,We want to reimburse you for your last service on the purchase of a new **C.Your Name ******************* Your Vehicle 2016 **C *************** Date 02/29/2024 00:00:00 Service Amount $1261.99 Your Reimbursement $1261.99 Contact Us Special Offer Just For You.Youve taken great care of your vehicle, so let us take care of you. Upgrade your current vehicle this month, and we will reimburse you $1261.99 for your last serv *******************

  

  Business Response

  Date: 04/11/2024

  To whom it may concern:

  Liberty GMC does not feel obligated to refund ****** $3100 due to the fact she was fully aware and it was clearly explained to her wait was necessary to fix the ticking noise and which items needed immediate attention upon the multipoint inspection report.  Ms. *** elected to approve the work to have all of these items replaced.  In regards to the purge solenoid, the light ticking sound that can still be heard is perfectly normal according to ************** specifications.

  Customer Answer

  Date: 04/12/2024

  To Whom it may concern,

  Hello, I reject Liberty GMC response. This ticking noise is loud it never went away from the day I took my vehicle into the dealership. I agreed to the repairs because they stated it was an emergency to have repaired it was not only the "Purge solenoid " Therefore, I will be seeking legal action. A diagnostic test was not performed, nor was a diagnostic test paper given to me. So I will be obtaining an attorney. Thank you for your time. Liberty GMC is at fault in the repairs matter. I should not be hearing the LOUD TUCKING NOISE!

  ******

  

  Business Response

  Date: 04/15/2024

  To whom it may concern:

  Liberty GMC does not feel at fault in this situation especially due to the fact the vehicle is operating at GM's specifications with no codes or any kind of check engine light appearing.

  Customer Answer

  Date: 04/17/2024

  the check engine light was not one when I took in on Feb 26th 2024, I took my vehicle to another automotive shop to be repaired and had to pay more money. Therefore I will contact the ************************ and an attorney. If this is how Liberty feel. No problem I will file a small claims suit. I will not continue these emails with Liberty. Good bye.

  ******

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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.

  In 2021, I bought a car from *** and they needed to fix something on the roof so they sent my car to liberty good wrench car star owned by liberty GMC and then end of 2023, the work they didnt wasnt the best and the problem reoccurred. It took months of back and forth for them to even schedule me to fix the car. I reached out I. Dec of 2023 and my car was barely fixed in March of 2024. When I received my car back to drive it home to CA, a piece on the windshield flew off. I had my car for 3 years and never have I had a problem with it. I reached out via email and they never replied with a resolution. So I called and they sent me an email finally. They said its my problem basically because they didnt touch the part. However, they sent me pictures and you can clearly see that someone had their hand prints all over the now missing piece. I think they were using the piece as leverage to get on my car and after, it fell off after all the tugging and pulling. They should be held liable and reasonable, because the issue did not occur until immediately after picking up my car, not even 24 hours later. I reached out via email again for a resolution but they seem to never respond and I have to bug to get any kind of contact from them.

  

  Business Response

  Date: 03/29/2024

  To whom it may concern:

  Liberty Car Star has reached out to ************ and resolved the situation.

  Customer Answer

  Date: 03/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:09/11/2023

  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.

  I bought a used car from Liberty GMC. It was someone's trade, so it was a ***** Liberty GMC claims to do a full check of their used cars before selling them, so they're selling an operational vehicle. A week and a half after purchase, the car broke down in the middle of an intersection. It wouldn't go back or forward. I finally got it moving and got it home. I called Liberty, and they refused to look at it, nor would management get on the phone to talk to me -- Liberty said it had to go to a **** Dealership. A person in Liberty Repairs was nice to me, he said he used to work at **** in Mesa and said they'd do a good job. So obviously Liberty has someone onsite who can work on ****s. Liberty management hasn't acknowledged this issue at all. I had AAA tow it to **** in Mesa -- transmission issues. Full diagnosis hasn't been completed yet. Also, the car had a very cracked windshield -- Liberty said they'd send someone out to fix it. I called and called to get an ETA, I finally got a response and they said I'd have to bring it back to them for the windshield repair. Didn't get done before the breakdown.

  

  Business Response

  Date: 09/15/2023

  To whom it may concern:

  We have been in contact with **************** and are working diligently to get her issues resolved.