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:04/08/2025

  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 purchased a vehicle from GMC Tustin dealer on August *******. As a condition of the purchase the dealer required me to purchase a JMA theft protection for 799$ it would protect my vehicle if stolen and would provide up to ***** reimbursement if vehicle was recovered as a total loss. On 12/2024 my vehicle was stolen recovered and found total loss in March 2025. On March 7,******* dealer acknowledged that the protection was never activated in error, and they would only return the 799$ . I have emails from the dealer and I have all contracts and documents to provide. . I spoke with Mr ******** in finance to enforce the policy for the full value of *****, again he informed me that they would only refund my 799$ and that the dealer had no additional liability. I rejected their offer to refund the money they fraudulently collected as full satisfaction of my claim. I emailed and requested for the general manager or their legal analysis to review their duties under this contract. I feel they collected my money and they fraudulent breach the contract.

  

  Business Response

  Date: 04/22/2025

  We have been working with this customer and have resolved the issue and refunding her the $5000 per her JMA contract.  

• Initial Complaint

  Date:04/07/2025

  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.

  4/6/2025- Driving my family and I down a mountain in my 2024 Yukon XL and my car completely shut off, all the lights when on and started flashing. I could only steer due to momentum, thank God we were able to drive to the side and get home safely.4/7/2025- Dealership/Service stated I need a new engine. My engine was made defective. Service **** ***** stated yeah about 1/2-3000 of these car engines were made defective and you are the lucky one.I would like to lemon my car and get as far away from GMC as possible!

  

  Business Response

  Date: 04/22/2025

  We would be happy to help assist this customer in the lemon law process with GM.  They would be first have to contact GM customer service at **************.  Once they contact customer service they will contact us for records and we can help with any paperwork.

• Initial Complaint

  Date:03/25/2025

  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.

  2/25 I purchased the vehicle 2021 GMC Denali at Tustin Buick GMC. Once finalized, 2 keys were included with the purchase, but one was not working. Sales said they would check it out or reprogram the key another time since it was at the end of their day. 3/7 I was getting repeated multiple times "I was lucky to have receive 2 keys" I asked if I could at least get a discount to reprogram and I never received a call back. Called multiple times I just kept getting told they would check. No one has called. I found out that the non-working key is not even for my vehicle. My concern is that the dealer mentioned they did an inspection on the vehicle before selling it and let me drive off with improperly functioning daytime running lights on driver and passenger side that requires immediate attention and can create a safety hazard. Sales ***** mentioned the extended warranty would cover it along with the cup holder not closing. Coming to find out it's not covered under warranty and the cost to fix it is over *******. When I called for Managers email and was told that he can provide thatinformation and get transferredand itgoes to voicemail. I asked fortheir Customer Relationship Managers contact, I wasn'tprovided with that. I called sales ***** and mentioned that extended warranty will not cover running headlights or cupholderas he said they would. He asked for me to send the quote. Once it was reviewedby him and his manager, sales said that **** ******** was trying to overchargefor the repair. I went ahead and took vehicle to Penske Buick of Cerritos to get another inspection quote, and they have confirmed the same issue: running day lights not working properly and roughly the same quote as the first ******* I was supposed to get a phone call for when I can take it to Tustin for them to check my concernand I am still waiting on a call. Vehicle has not been driven much, andmy issueshavebeen sinceday1 going on a month with misrepresenting information.

  

  Business Response

  Date: 04/23/2025

  ******** we would be happy to have you bring the vehicle in to service at Tustin to see how we can resolve the issue.  The best contact person would be ***** the used car GSM you can call him at ************.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising 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.

  Purchase date 1/10/25 Vehicle sale/advertised price $94k On contract vehicle price increase $99k (approximately) no reason was given Sold a warranty/protection package without a second key at the time of sale - making me ineligible to even file a claim. Requested sticker price invoice on the vehicle - was promised and never given to me. USB drive given at time of sale (however it didnt work) and was given the run around for 3 days and thats how I was able to confirm the price hike in price. Tried to contact the dealer for a resolution- they failed to assist and ghosted me after which caused me to file a formal complaint with *** corporate which they couldnt get the dealer to comply Also, I attempted to add the vehicle to my toll lanes account and came to find out that the vehicle had toll violations- contacted the dealer immediately and they claimed they would handle and they also ghosted me and it wasnt until recently that they paid the tolls due to GMC asking them to resolve The dealership tends to due to this quite often as they have several complaints in **** with customers complaining about similar issues and this should not be allowed. It comes down to false advertising and or fraud for hiking up the price on the contract.

  

  Business Response

  Date: 04/23/2025

  When ***** came in to buy the vehicle he was presented a menu with all of the charges on this vehicle. After negotiating he signed the pencil that clearly had the breakdown of the products he purchased with the vehicle.  We would be happy to discuss with him and see how we can resolve this issue he can call the finance director  ******** **** at ************

   

   

• Initial Complaint

  Date:12/18/2024

  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.

  This company is not complying with state and federal "do not call" laws. Ive requested that they not contact me for over 4 years, I'm also on the national do not call list as well as the do not call list for *** as a whole. They continue to call and refuse to do anything to fix the situation. ****** ******, ****** *********, and someone named ***** have all assured me that I would stop getting calls multiple times over the years and I still get calls from this dealership

  

  Business Response

  Date: 12/26/2024

  Mr. ******* has been put on national do not call list with Tustin Buick GMC. He is still on the calling list for **. We have informed him many times that he needs to contact ** to be taken off of all their call lists. We do not have control of **(**************).

  Customer Answer

  Date: 12/26/2024

  I am on both the dealerships do not call list as well as GMs do not call list for several months, if not years. This has already been confirmed with **. This dealership is not complying with the national do not call list, GMs do not call list, or their own internal do not call list for the dealership. Regardless of the fact that ** has a separate do not call list (which again, I am already on a do not call list through them) Gm is not the organization that is calling me. It is employees that work at this dealership, specifically Gene who works in their service department at this location, therefore it is this dealership that is not complying with the laws.

• Initial Complaint

  Date:11/18/2024

  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.

  On March ******* I bought a 2021 ***** from this dealer. It was supposed to be equipped with all types of tracking and detailing extras that were added into my contract. When I contacted the companies in which these services are supposed to be provided by there was no recollection of my accounts. The gps that supposed to be on my vehicle was disconnected in Jan 30th 2024 before I bought the vehicle but I was charged for it and have been paying for it monthly. When I informed financing department of said issue she treated me like I was stupid and didnt know what I was speaking of. I want all $3,040.48 back if not Ill just hire a lawyer and get them for the fraud they have been committing.

  

  Business Response

  Date: 11/19/2024

  ***** I will have the Finance director reach out to you to resolve your issue and confirm package and go over what you have been told by ELO.  She will discuss with you the options for refund.

• Initial Complaint

  Date:11/05/2024

  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've had the vehicle to the dealership for issues that continue to happen.Multiple times for the AS (AutoStop) not working properly. The first time the service tech acknowledged the AS was now working. The service adviser (****) acknowledged AS not functioning properly.Vehicle has been in multiple time for the lane assist not working properly.Vehicle has been in and repaired twice for blinker now functioning properly.Vehicle has been in and repaired for radio not working.

  

  Business Response

  Date: 11/07/2024

  Customer has been in contact with service manager and Used car manager.  He is welcome to call ***** used car GSM to discuss his unhappiness.  I will have ***** reach out to see how we can help.

• Initial Complaint

  Date:10/31/2024

  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.

  On 10/11/2024 at 9:45 am I left my truck for diagnostics & posible repair.The person that was appointed to help me with the service was **** *****.I was told by agent, that it would take 24hrs to have the diagnostics ready. On 10/14/2024 I called to ask for update, since no one had contact me, their response was that they were waiting for their best technician to perform the diagnostics. But it wasn't until 10/17/2024 when the diagnostics was perform, and I was informed the results of the diagnostics. Please see attachment for full description of the problem, since it wont fit here. Thank you

  

  Business Response

  Date: 11/07/2024

  We are sorry to hear about your experience.  I will have the service director reach out to see what's going on and how we can help.  **************** is our first priority.

• Initial Complaint

  Date:10/23/2024

  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.

  Hello,Date of the transactioin: 10/13/2024 The amount of money we paid to this dealer: down payment $5000.Dear BBB,I am writing to formally lodge a complaint regarding a recent lease agreement I entered into with Tustin GMC. On 10/13/2024, I leased a used service car: Hummer EV from the dealership, and within less than 10 days, I encountered a significant defecta serious radiator leak, which caused damage to the vehicles battery and other components on the first day. we went to dealership 3 time in a same day to resolve it, it's so terrible!While the dealership has offered to resolve the issue by repairing the vehicle, I am not satisfied with this solution, as the lease agreement clearly states that I am permitted to return the vehicle in the case of such defects. I would like to exercise my right to return the vehicle as outlined in the agreement.Given the substantial cost and the critical nature of the damages, I respectfully request your assistance in facilitating the return of the vehicle and ensuring that my consumer rights are upheld, and dealership give us a brand new car or cancel cocntract. I hope for your support in resolving this matter.Thank you for your attention.Sincerely,Peng Phone # ************/************ 10/13/2024, 2024 Hummer ev SUV VIN#*****************

  

  Business Response

  Date: 11/07/2024

  The problems with the vehicle are all under warranty and appears to be a GM defect.  He needs to call GM customer service at ************** to see how they can help and possible start the process of a buy back.

• Initial Complaint

  Date:10/10/2024

  Type:Sales and Advertising 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 10/09/2024, I had a phone call and email interaction with Car Salesman **** *******, representing ***************************** After going back and and forth on pricing and finally coming to a price agreement, **** asked how I was going to pay for the vehicle. To which I responded, ["I have my own bank already financing me, unless your dealer or *** has more competitive rates. In that case, I would be happy to explore your finance rates."] I verbally shared with him what other dealers had offered but when asked what my bank rates were, I responded "please just give me your best rate or if you cannot, I just need a total for the cost of the vehicle, registration and taxes included. I will be happy to bring a check tomorrow and make the purchase." **** proceeded to say that it was company policy to not provide what he called a "purchase order". I explained to him that I needed something briefly in writing to take back to my bank and make my purchase. **** used coercive words stating that my only option was to walk in with CASH in hand or finance through his dealership/***. He denied giving me anything in writing that would allow me to take to my bank. In the past I have purchased vehicles and believe this type of manipulation is not a good business practice. He tried intimidating me and I felt like it was inappropriate to deny me a document that would allow me to purchase the vehicle and pay said vehicle via my ********************. I wish to know if this is a legal practice. This felt illegal and definitely unprofessional.

  

  Business Response

  Date: 11/07/2024

  We are sorry to hear about your experience. it is company policy to not allow outside financing.  We work with a variety of lenders with very competitive rates and also cuddle with a lot of credit unions allowing the money to be collected quicker. **** was just enforcing a company policy and we apologize if he came across anything other then being the messenger.  

  Customer Answer

  Date: 11/07/2024

  Your refusal to accept outside lending is disappointing and reflects poorly on your commitment to customer satisfaction. I will NOT be doing business with your dealership now or in the future, and my decision to file a complain with the BBB is, I believe, entirely justified. Your "Messenger" could use retraining on the matter representing your company and lending policies. This could have been communicated a lot smoother. 

   

  

  Business Response

  Date: 11/13/2024

  We are sorry you feel that way.  He was not singling you out and was speaking on behalf of the store.  We have very completive rates with inside lenders and work with a variety of credit unions and match their rates daily.