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:06/20/2024

  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.

  My wife took our 2019 GMC ****** 1500 in for a scheduled oil change today. We purchased the truck new from Gold Star GMC in *******. They recommended a tire rotation which my wife agreed to. They also recommended a transmission service but when they told my wife it was over $1000 she told them we would do that at a later date. She waited in their lobby for the truck.After she got home I looked over the paperwork and discovered they had a note that they could not find the wheel lock key. They didnt bother calling her mobile number or going into their lobby and asking her about the key-which was in the glove box. They did not rotate the tires but they did charge us for doing a rotation. I also noticed 3 items on the bill my wife did not request. $11.77 for a windshield concentrate kit, $21.67 for an engine performance restoration kit plus $21.25 for a parts difference fee. They claimed they added those products to the engine but zeroed them out on the bill once they realized my wife did not request them. Maybe thats why she had to wait so long. This is how businesses lose customers. We can only complain so much so we will no longer do business with Gold Star GMC. We are requesting a refund on the tire rotation.

  Business Response

  Date: 06/20/2024

  Good morning!

  The customer is in the right and we actually already left multiple voicemails to discuss with customer and we will actually be refunding the full amount to the customer. We are human and make mistakes but I believe it is how we take responsibility for them and fix it that matters please have customer reach out to me so I can process the refund.

• Initial Complaint

  Date:04/01/2024

  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.

  After driving home 13 miles the engine light went back on. I was first quoted 250 for diagnostic test and at the end of service I asked for a report of the diagnostic and was told they did not do it. But was quoted for one at first. I was also 1st told it was a water pump delay for finding the part and they needed to find one out of market. Then was told it was not the water pump but a broken hose. Once I started the vehicle I went back in to let the service advisor know the car was still shaking and not starting right. I test drove it for 13 miles and went home as soon as I parked and stoped the engine. I turned it back on and the traction control light went on and check engine light went on. All the while the car was overheating while parked.

  Business Response

  Date: 04/13/2024

  Good morning. 

  We have spoken to the customer directly and are working on a solution for the customer with General ********************** and trying to come to a resolution 

• Initial Complaint

  Date:03/04/2023

  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.

  On 2/13/2023, I took my vehicle into the service department of Gold Star Buick GMC for a checkup because my vehicle had water being retained by the trunk area of my vehicle which made it not possible to open the trunk since the electric trunk opener does not work due to the water retention. I was quoted at $1,755$++ to resolve this issue and a check engine issue. I refused to do the service because of the high price and just payed the inspection fee of $175$. I got notified that they where just going to put back together the *** for me to take it back home and that it will take a couple hours. When I picked up my vehicle, I realized that the sunroof protector was halfway open and thought it was weird because I NEVER leave it open at all. I didnt really think it was anything serious since I took it back home and was raining the next couple of days. I then tried to use my sunroof 2 days later on a sunny day and to my surprise the sunroof would not open and the protector would not close or open! I then remembered that I had taken the vehicle in earlier that week and realized that maybe when they where inspecting my vehicle they might of forgotten to connect a fuse or something for my sunroof. I then call Gold Star to set up an appointment and gave me an appointment for February 24. I take the vehicle in the day of the appointment, tell the service desk agent (*******************) the issue and then informed me that they had to charge me to re-inspect the vehicle. I then ask to speak to ask to a manager. I spoke to the manager, ***************************, told him the issue. He then was very disrespectful to me, stating that I was lying, and that it was my problem not their problem saying that I didnt want to spend any money on my vehicle to fix the previous issue. I then told him I didnt want to spend money that was obviously very high for something that other places charge 50% or less than what they where charging me. ***** was very rude, and made me feel like I was not appreciated.

  Business Response

  Date: 03/16/2023

  When ************ initially brought the vehicle in, he indicated there was water intrusion in the tailgate area and would not open, he also had a check engine light concern.  It is our policy and state law to have a customer sign and estimate prior to any repair which ************ was given, our shop rate is $175.00 per concern.  Following GM service information, we gained access to the inner side of the tailgate to manually open it as the electrical had potentially shorted out due to water intrusion.  Immediately we found water in the latch area (bottom by the striker) and manually pushed the sunshade partially back to check for water intrusion through the moonroof panels, noticing signs of water on the top left rear corner of the vehicle.  We removed  a couple of panels and saw where the water was possibly getting in through.  In order for us to repair the vehicle it would be necessary to remove the panels and headliner to see if there are any other leaks that *** need to be addressed.  The customer declined this repair or teardown. We also checked the check engine light which was not related to the water intrusion finding faulty cam actuator solenoid valves, he was given an estimate and declined that repair as well. Rather than charge the customer $350.00 for both concerns, he was only charged $175.00 for both.

  When ************ returned to address the moonroof failure he refused to sign an estimate with ***** the service advisor, indicating that it was related and we "must have moved something", therefore it was our fault and our problem. When I was asked to assist, I again reiterated to ************ that it is a state law and our policy plus the fact that this is a separate concern, his initial concern was the check engine light and the tailgate. He told me that we must have pushed the buttons to open the sunscreen and *** have pushed the wrong button and opened the roof. I told him it was done manually and not very much just to see if there were any signs of water in the track or possibly running back from that area. He told me that I was not listening to him and I needed to get the vehicle inspected at no charge because he believed we caused it here because it wasn't working when he tried to open it.  I explained that this too *** be related to the electrical issues already affecting the tailgate with the water intrusion. He explained to me that as a real estate agent he knows processes and we were responsible.  He also indicated that our pricing was too high and he could do it himself for a lot less.  I told him that he probably should, but we would need to charge him for the inspection but just like the other estimates, he was unwilling to authorize the work.  He then asked to talk to the owner who was on vacation and left saying that he would follow up on this.

  I believe the customer is going off his assumptions as indicated on his complaint, that ***be we moved something like fuses or disconnected something, No electrical work was done or checked because the rear latch was already not opening and can be possible due to water intrusion. This too possibly is causing the motors on the moonroof to not work. At this point no one knows how long they have not worked and was not a customer concern when he brought it in with the water intrusion concern and the inoperative tailgate.  Please contact me should you have any questions or additional information.

• Initial Complaint

  Date:10/02/2022

  Type:Product 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 took my car to goldstar to be repaired . My 2012 Jeep Grand Cherokee had a over heating problem leak and the thermostat light was on. I don't know much about cars, but they told me it was only the radiator. They "fixed the issue but a month later I was having the same issue. I took my car back and they told me it's now the thermostat serpentine belt and my coolant reservoir was leaking. They told me it would take $1200 to fix . I did not trust them because they told me the first time they fixed the problem. I took my car to another mechanic and was told that if you replace the radiator you must replace the entire coolant system also with the the problems that they are now stating does not occur in a month. Now I no longer have my jeep because on the way to get my car repaired by the new mechanic the engine blew. I feel as if goldstar scammed me. I want to pursue a case against them for this.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/10/24) */ DURIUNG INITAL INSPECTION ON 2/2/22 @ 142,769 MILES CONCERN "CUSTOMER STATES OF MIL IS ON AND TEMP LIGHT LOSS OF POWER CHECK AND ADVISE" CAUSE "VERIFIED ONSERN INSPECT VEHICE FIND DTC P0117 COOLANT TEMP. SENSOR LOW FINS NO COOLANT IN SYSTEM REFILL COOLANT SYSTEM AND PERFORMED A COOLANT PRESSURE TEST FIND A LEAK FROM RADIATOR" CORRECTION " REPLACED RADIATOR CLEAR DTC ROAD TEST, VEHICLE OK AT THIS TIME. ASC WARRANTY TO PAY: $1,465.00 CUSTOMER TO PAY: $316.00 AUTH# ********************************************************** REPAIR WARRANTY 12 MONTHS/12K MILES" ----------------------------------------------------------------------------------- VEHICLE THEN RETURNED 05/04/22 @ 148,161 CONCERN :CUSTOMER STATES REPLACED RADIATOR, RADIATOR STILL LEAKING INSPECT AND ADVICE CAUSE: VERIFIED CUSTOMERS CONCERN, CHECKED VEHICLE FOR LEAKS. PRESSURE TEST COOLING SYSTEM DISCOVERED WATER PUMP LEAK AT SHAFT RECOMMEND TERMOSTAT FOR MILES AND SERPENTIBELT IS CRACKED AS WELL CORRECTION:RECOMMEND GASKET, WATER PUMP, SERPENTINE BELT, THERMOSTAT, AND COOLANT REPLACEMENT. CUSTOMER DENIED ALL SERVICES AT THIS TIME --------------------------------------------------------------------------------- VEHICLE WENT OVER 5200 MILES IN A 3 MONTH PERIOD, IF THE CONSUMER HAD A CONCERN WITH THE VEHICLE. I HAVE NO RECORD OF THEM MAKING ANY COMMUNICATION TO OUR DEALERSHIP TO GET THE VEHICLE LOOKED AT A MONTH LATER AS STATED ABOVE. ----------------------------------------------------------------------------------- AT THIS POINT WITH HAVING NO CAUSE OF FAILURE INSPECTION PERFORMED TO DETERMINE "ENGINE FAILURE" GOLD STAR BUICK GMC CAN NOT DETERMINE ANY ASSITANCE OR VERIFY EXTENDED WARRANTY COVERAGE. WE DO NOT HAVE ACCESS TO THE EXTENDED WARRANTY SYSTEM AS WE ARE NOT THE SELLING DEALER. GOLD STAR BUICK GMC WILL NOT AT THIS TIME "PAY OFF" ANY DEBT IN CONNECTION TO THIS CONSUMER.