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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought used car 2022 from them on 03/24/24 with ***** miles in it, they show me list that car was checked for all major issues especially engine or mechanical ones, drove car for 5 weeks and notice coolant was low and also Hyndai recomended to change oil at ***** ,Took car to **************** ******* on 05/01/2024 , later that day got bad news that oil looks milky , it means engine problem, car still in repair shop with diagnosis as head gasket failure and possible more once they received part, it will take another 2 weeks before they know extend of engine damage.Tustin GMC misrepresent the facts that car is in good condition, when it has major engine issue.Business response
06/20/2024
We did safety inspection on used vehicle before time of sell. The vehicle was still under warranty at time of issue. The total repair was covered under warranty and we worked with ******* to expediate repair....Car has been fixed.Customer response
06/20/2024
Car was in ******* repair shop for 29 days one month after i bought it from Tustin GMC, I believe they didnot inspect car properly and sold it to me with major mechanical issue. Warranty paid for it but it took long , stressfull 29 days to fix it and i was without any car for 7 days before ******* gave me a loaner.Initial Complaint
04/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
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
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
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
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
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 printedInitial Complaint
01/25/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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.
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Contact Information
1 Auto Center Dr
Tustin, CA 92782-8406
Business hours
Today,9:00 AM - 9:00 PM
MMonday | 9:00 AM - 9:00 PM |
---|---|
TTuesday | 9:00 AM - 9:00 PM |
WWednesday | 9:00 AM - 9:00 PM |
ThThursday | 9:00 AM - 9:00 PM |
FFriday | 9:00 AM - 9:00 PM |
SaSaturday | 9:00 AM - 9:00 PM |
SuSunday | 10:00 AM - 8:00 PM |
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Get a QuoteCustomer Complaints Summary
24 total complaints in the last 3 years.
6 complaints closed in the last 12 months.