ComplaintsforTustin Buick GMC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  let me and my family leave their lot in a brake faulty vehicle twice and keep dismissing my phone calls purchased my used vehicle on 03/26/2023 the week of we notice that when we were applying the brakes there was a screeching noise, we contacted ******* our sales advisor and he handed us over to ******* a service advisor ******* was unavailable that day so we left him a voicemail and waited for a call back a week passed and there was no call back so we ultimately decided to take it in as this noise was persistent, ******* helped us out we took it on a test drive to figure out what was going on we didn't even have to pull out of the service driveway for him to hear the noise, we leave it there for 2 & 1/2 weeks just for them to tell me that they were unable to duplicate the noise so nothing was done as I was pulling in to my driveway from picking up the vehicle the noise was still heard I called *********************** and told him that it was still going on he stated he would touch base with his manager and get back to me the same day, 2 days went by still no call back so I decided to call conveniently he was unavailable so lleft a message with the receptionist it has been 2 weeks and I have still not received a call. I have decided to take my vehicle for inspection through another service center and they have confirmed there is damage to rotors and brake pads that need to be replaced ASAP im unsure if their techs are under qualified or they just make up all these inspections they claim to do before selling these vehicles.

  

  Business response

  07/25/2024

  When customer notified us of the noise. We told them they can schedule an appointment to bring it in to have service look at reported issue.  They brought it in and we were not able to duplicate issue at the time and the brakes and pads were above the minimum threshold. At the customer persistence we kept car and would have it driven at different times to duplicate issue. In the 7 days left we were not able to duplicate the issue and sound again.  Once the customer left we did not hear from them again until this complaint.  We have never been given anything stating they needed to be fixed or received a copy of the estimate and anything from another shop stating they were below the legal standard of wear.

  The customer should have brought back to give us a chance to access and look at conclusion of another shop. Once they took to another shop it became their responsibility for the cost.

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i was sold a tesla model 3 in february. after signing the papers i noticed a huge bend in the rear driver *** i told the seller and he said the manager said the deals been done and the sign says as is and that it passed there inspection but if i wanted i could return for an added restocking fee! complete scammers! i had my son drive it home slowly. called tustin gmc talked to them and they said theres nothing they can do. got the car to the service center where the found a cracked rim and a damaged rotor along with other cosmetic issues. we're going to court over this!

  

  Business response

  04/25/2024

  We reached out to customer he said he did not file maybe his son did... He had an issue with tire that we fixed and everything was good.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 30, 2023 I paid in FULL for the 2017 ***** Suburban ******* I purchased from Tustin Buick GMC. I have not recieved any title as to date. I have gone back in person and since I have been documenting (since Dec 2023) have sent 24 emails of which 4 have been replied to. Only 2 of the 4 emails was actually someone answering back with any information. I am having to get special manager over rides at my *** in **** now that I'm on my 4th temporary. I have contacted the CA *** as well as filed a complaint with them. I live in **** and have traveled back to ** one time specifically to get some answers in person only to have people pass me off to others. I now have spent numerous hours, been to the *** 4 times and spent money on me temporary plated.

  

  Business response

  06/20/2024

  We worked with ****** to get DMV issue resolve. It has been resolved at this point.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2021 Yukon XL bought on 4/27/2023 for $76,011, of which $5463 was sales tax. We planned on registering the vehicle only in MT to avoid sales tax. While signing the sales contract we were told we'd have to drive it to MT that day to avoid sales tax or have it shipped, which would have been thousands of dollars. However, we have a second home in AZ that we were planning on driving it to before getting a temporary registration from MT to drive to MT. I contacted the CA *** for a sales tax refund and they stated (attached) that the dealership would have to request the refund. I have been been in contact with the dealership for almost a year trying to get them to submit the refund and gave them all the relevant info, but they refuse to file. I was told none of this info prior by the salesman or the financial department at the dealership. I would like them to simply file the refund paperwork with the CA *** and let the *** decide if a refund is allowed.

  

  Business response

  06/20/2024

  Customer was told at time of sell that the dealership does not do out of state registration.  They were told they would be charged ca sales tax but not charged DMV fees so they could register in their own state.  It is a company policy clear stated to customer.

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The dealership sold me a prepaid service contract for maintenance. They then cancelled the contract and kept the refund. I was never refunded and the dealership never informed me that they would cancel the service contract. I reached out to the dealership on June 6, 2023 to inquire why they cancelled my contract and the representative, ***********************, said that my service contract would be reinstated and she would reimburse me the out of pocket expenses for my oil and filter change / tire rotation - $133.53. To this day, they have not reimbursed me nor have they reinstated my service contract.

  

  Business response

  02/14/2024

  On 12/1/23 We refunded **** $322.66 and on 12/5/23 we upgraded his service contract o a better plan. I have attached documents to show proof. 

  Customer response

  02/14/2024

  
  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

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and son drove from ********* to see this car we wanted to buy for him. They checked it out and liked it. I took off the next day of work to drive 2 hours up there. I checked out the car all was good. We decided to purchase it. We gave all our info and started trying to negotiate there was none! Price was price $29,000 for a car and one key they forced a $3500 package you must pay for no negotiation and you had to use their list of banks. To me that is fraudulent advertising. You think you are paying one price and warranty and moving on. My warranty money I was forced to pay for a package I didnt want or have a option to say no! Please read reviews a lot of people this is happening to. If I knew in advance I would have never driven up that far twice. They just add that with no warning. I got up and walked out. Im reporting this because to me its fishy and needs to be looked into ASAP to see if this is legal. They are used cars. How do I know for sure these items were done! The original owner could have already had some of the stuff done! I believe people who do not know better are being taken advantage of!! Please investigate!

  

  Business response

  08/28/2023

  ****** and ****** came in to purchase a 20 Dodge Charger GT. When they arrived they test drove and decided to move forward with the purchase of the vehicle. When they were presented a menu with pricing and optional add on package they became upset insisting on a bigger discount then online price and the optional add-ons to be removed. We explained we could remove add- ons but the online price was the best we can do. They also got upset that the car  only had one key and insisted we pay for a 2nd. If the car gets turned in with one key that's all we have to give them. When we wouldn't give them a bigger  discount and offer to pay for second key they got up and said they were going to blast our reputation on every avenue possible.  This vehicle is no longer available but we would be happy to sell them another vehicle with no optional add-ons.

  Customer response

  08/28/2023

  This company is not being truthful.  Yes car came with one key yes we asked for another discount.  They said NO that is fine.  They are denying that that out on a mandatory **** package to purchase along with price of car.  This is why we asked for a discount.  I ask they be truthful and stop lying about this.  Look at reviews.  They ALL say the same thing.  Their offer to sale us is a different the answer would be Not in a million years.  We went to another dealer and had NO issues and were not forced to pay for a u wanted package.  Please stop lying to your customers and the BBB.  You guys dont deserve to run a business you are scammers.  We went to ANOTHER DODGE dealer around from you and had NO issues.  Looks like you may be the issue.  

  

  Business response

  08/29/2023

  We are sorry our response was not accepted by customer. We have tried to help with the situation and explain to them that the protection package is optional. We were not given a chance to explain before it escalated and them leaving. All of the add-ons are optional and presented to every customer for the protection of the vehicle. Congratulations on the new car and best of luck in the future.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went into the dealership last night and spoke to *************************** about a Dodge Ram 4x4 they had advertised for $28,500. Upon inspecting the vehicle there was a little paper taped to the front windshield advising of over $3,500 worth of dealer add on items that according to ****** are not negotiable. The price on the website was to get people in the door according to ******. The real price was $32,000. He refused to negotiate despite being called out for his deceptive, misleading, and false advertising! Needless to say, we left the dealer. Someone needs to stop this action because ALL the ******************* dealers do this!

  

  Business response

  03/22/2023

  The advertised price on the website is the price. All cars are equipped with the protection package and is on the addendum on the car. The add- ons are optional and negotiable. We will talk with salesperson and use this as a coaching and training opportunity for the future.. The customer is welcome to reach out to the ** ******************************* to discuss further if they would like to do so at anytime. His number is ************.

  Customer response

  03/22/2023

  They are not optional as the salesman would not have them removed when we were negotiating price. 

  

  Business response

  03/22/2023

  I understand what you were told but salesmen do not make the decision on final price. Like stated earlier you are welcome to reach out to the ** to discuss.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They think they're slick answering the previous complaints about not receiving my title for over a year and a half on the $80,000 cash I paid for a *********

  

  Business response

  03/06/2023

  All of his paperwork was completed and title sent to the contracted address on file. Once title was sent he called to let us know he wanted it sent to another address. Once title is sent to customer we no longer make changes thru DMV. We sent him instructions on how to fix thru DMV and also offered to help with any corrections thru DMV. We have tried to help him navigate many times only to have him be hostile and disrespectful to Tustin employees.  He just needs to go to DMV or AAA and have a duplicate title printed

• Initial Complaint

  01/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealer trying to cancel contract after the 10 days and after my bank sent a FedEx signed check to them.

  

  Business response

  01/28/2023

  The customer had an option contract with outside financing giving her 72 hours to bring in check.  We did not receive the check in the timeframe and legally have to send out a 10 day notice of cancellation. We finally received the check from her finance company and contract is in good standing.   Tustin  Buick GMC sends out 10 day notices to all customers that do not have financing within 10 days. and it was not personal.

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2020 **** Super Duty from this dealership on 12/22/2022.1. When we were negotiating our deal our salesman told us we had three days to check out the vehicle and bring it back with any issues. They mentioned that the vehicle went through a 72 point inspection so that it was very unlikely that anything would be found. After that conversation one of the managers said that the three day rule would only apply if something catastrophic was found and at that point they would consider whether it would be covered. I felt that I was mislead. We were told we could not test drive it on the freeway which goes against the basic rule of car buying (new or used).2. We drove off the lot we noticed there was only 53 miles worth of diesel in the tank. They knew we had to drive to *********. We had to search for a diesel station in a town we are not familiar with while stressing about running out of fuel ($143 to fill up).3. They only gave us one key and it was not the administrator key. We were not informed wed only get one key until after the deal was done. We had to pay $400 for an administrator key at our local dealership that afternoon. On the way home from the dealership we kept getting alert messages that we could not go over 80 miles an hour. Without the administrator key we could not clear the alarm. 4 The driver door will not lock or unlock with the remote or the keypad. I had this fixed at a cost of $498.00 as they had to remove the door panel. 5. We discovered immediately that the black plastic deflector valance under the front bumper is torn and is flapping in the wind on the drivers side. We replaced it for $145.00. 6. I had the brakes inspected and the front brake pads were at 1mm and almost metal to metal. I had them fixed for $398.00. 7. I discovered that the driver door had been slimjimmed and both drivers door seals are damaged and torn. I ordered new seals for $300.

  

  Business response

  01/23/2023

  Tustin Buick GMC has been in contact with ***** and has offered to pay a portion of the costs incurred on the vehicle.  We apologized for the lack of response and follow up from the salesperson. Tustin will work with the customer to fix concerns.

  Customer response

  01/27/2023

  I have read the response from the business. They called me and offered $750.00 to settle this dispute, but I told them that I would need $1,000.00. They said they would consider the $1,000.00 and let me know within 24 hours if they would agree to that amount. 24 hours has elapsed and I have not heard from them. I hesitate to check the box in your website that I have accepted their solution when I have no faith that they will deal with me fairly. Once they agree to the $1,000.00 and say that they have sent the check then I will feel comfortable showing this as settled. Will this be acceptable to the BBB?
  

  

  Business response

  01/28/2023

  Customer has been sent check trough the mail and should receive it soon to help with a portion of the costs incurred.  

  Customer response

  02/01/2023

  The business never called me back to let me know if the $1,000 that I requested would be sent. With no communication a check for $750 arrived. I believe that the business was hoping that I would close out the BBB complaint after they called me with their offer of $750 that I rejected over the phone. I have incurred $1,487 in repairs/expenses, so $1,000 seems like a reasonable settlement. I request that they send an additional check for $250.

*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. ↩