ComplaintsforTustin Buick GMC

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a preowned vehicle on 1/7/23 preowned vehicle had the ********** Buyers Guide posted implying and representing that it was not an As is vehicle and still had remaining manufactures warranty ***** after purchase I went to a Manufactures *****local dealer and the *** dealer confirm that there is no warranty. I asked and was reassured by actually signing the CA buyers guide that manufactures warranty remained. I would like to undo deal if dealer agrees since I was mislead

  

  Business response

  01/28/2023

  The customer contacted ********************** with his concerns on the vehicle and we voluntarily took him out of the car and cancelled the contract.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 ************* E300 with ****** miles on it on 10/11/22. On 12/25/22 while driving the vehicle's check engine light came on, the vehicle lost power, and started to shake. I pulled over to the shoulder to turn the car off and see if I could restart it, the problem persisted. I had to have it towed to the ************* dealership where they diagnosed that the vehicle had engine fault codes in cylinders 1, 2, and 4. They had also discovered that the spark plug electrode in cylinder 2 had broken off and scored the cylinder with metal shavings in it. The diagnosis was that the engine was beyond repair and that it needed a new one. I work from home and in this time I hadn't even put ***** miles on the vehicle since purchase.I have called and left several messages with folks at the dealership as well as sent an email to the Used Car Sales Manager, ***********************, and General Manager, *******************************, both have yet to respond.

  

  Business response

  01/10/2023

  This used ******** was purchased on 10/11/2022 during purchase he was offered the opportunity to buy a warranty. All used cars are sold as is if no warranty is purchased. Tustin Buick GMC would like to see what resolution customer is looking for at this time. The ** has been out with a new baby and not answering emails. We would be happy to discuss how we can help.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 6th 2022 I bought a 2017 Porsche Panamera from Tustin Buick GMC and it has been the worst experience I have ever had with a company and I've given them 6 months to do the right thing and resolve this internally and they have made it very clear that they have no intentions of doing so and that every $1 bill is more important to them than every 1 client so it is my goal to save other people from having to learn the hard way what a terrible dealership this is as I am still trying to be reimbursed from their dealership breaking ********** Laws and selling cars with Bald Tires and Bad brakes not only ripping customers off but also putting everyones safety at risk with literally no care in the world. Originally I thought it might have been an oversight but their intentional handling of this matter has shown me that this is the intentional practice of the dealership starting at the top. Not only did I make phone calls, I went in person and every time I have followed the directions of the dealership providing documentation, spending money to have the car towed to them only for them to tell me the next day to come pick it up because they couldn't even read the fault codes...This dealership sold me an $80,000 car that they claimed had been through a **************************** specifically the car had brand new tires and brand new brakes. I quickly learned that the car had BALD TIRES, BAD BRAKES, both illegally so in the *********** at maybe 25%, as well as about 20 different engine fault codes that there is literally NO POSSIBLE WAY this happened in a week. How do you sell cars and claim they went through your 300 point checklist but then a week later you can't even read basic engine fault codes? I have spoken to everyone at this dealership and they all just blame other departments for their inability to do or know anything. I thought at first it was just poorly run but after getting to the top manager and being ignored, its clearly intentional.

  

  Business response

  01/03/2023

  ************ contacted us about his concerns on his 2017 Porsche. After discussing his concerns he was wanting to be reimbursed for the tires and mounting. In October we asked for Documentation that he had indeed replaced tires and that it was deemed necessary by his mechanic.  We did not receive the documentation until December. We have told him that we will reimburse him for the tires and mounting. He is now wanting reimbursement for over 10K in repairs he has done since April. He purchased a used vehicle and knows it is sold as is...We are still willing to reimburse him for the tires we agreed upon.

  Customer response

  01/03/2023

  This company received documentation from me right when it happened when I handed it to them in person. They claimed to have lost these. I emailed them again to which the company they said they "didn't receive" until the day I opened this official complaint all of a sudden I got an email from the same exact email address that claimed to no receive my previous email. I forwarded that to them and got the response "I'm not trying to argue". No one is trying to argue. This is about the facts and the fact is that I brought this to this companies attention 8 months ago and have received nothing to this day but lies and frustration. 

  

  Business response

  01/10/2023

  ***** the company has offered to reimburse you for your initial request of the tires and mounting. We are waiting on your approval to have check issued and overnighted. Let us know if that resolution works.

  Customer response

  01/18/2023

  
  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

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Salesman named ******* in the Pre-owned sales department promised to add a non-functioning daytime running light on the right side of the car to the due bill. This was noticed as I took delivery after signing the purchase paperwork. I was also given a key that was not programmed for the car and does not work. This was to be added to the due bill as well. Neither of these promised items were added and the dealership is now refusing to remediate the non-functioning parts. They claim that these should be covered by the manufacturer (Tesla) and I have confirmed that both items are not covered because the car is out of warranty. The dealership has stopped communications with me and refuses to have further discussion.

  

  Business response

  01/03/2023

  ******* has been in contact with a sales manager at the dealer. We have helped him in the repair of his daytime running light and have addressed all of his concerns. 

  Customer response

  01/03/2023

  The sales manager by the name of *********************** has agreed to reimburse me for the headlight in the amount of $1,715.93 however no reimbursement has been received to-date. He had previously indicated that a check would be sent to me. Until the check is received, deposited and cleared, the complaint will remain in place as unresolved.

   

  

  Business response

  01/10/2023

  The check was overnighted over a week ago...Please let us know if it has been received and resolved.

  Customer response

  01/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this matter is resolved. I would like to withdraw my complaint.

  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went in to the dealership on October 15th 2022 to look at used Tahoes that day. The first complaint of this is we found the exact Yukon we wanted. So we test drove this vehicle, then proceeded to talk numbers, after about an 2 hours of such we got told the car had been sold for a week. The second portion is after we found a Tahoe we were happy with and got into the finance office i let him know I was preapproved with my credit union. He said they dont work with them so he has to run my credit to get me with a bank they work with. A portion is my fault I should have known what I needed to say. BUT it still goes on. I was told I couldnt put 15k down with my card which is the first time Ive heard of this before so we decided to lower the down payment to 5k which I was told is totally fine and was still approved. Fast forward a week later I get a phone call from the finance guy and he tells me I am not approved and states he needs another 10k to get it done and NOW can use my card to put that kind of money down. So I tell him no not happening. He told me hes going to talk with the lender to see what happened. But not 2 minutes later I get 3 hard inquiries applied. Mind you I hand a handful a week earlier pulled to finance the car. I continued to call this person back he did not answer. Later I get a call from the finance director and he continues to go OFF on me on something they messed up. He continues to threaten me about if I cant get it figured out and given him a check whitin a day from my credit union he will be getting this car back. I was finally able to reason with him after I spoke with my credit union and got the correct terminology needed for him to understand that I had a pre approval this whole time. He ended ip giving 3 days for them to get the check which indeed happened. But was a very very unprofessional the entire buying experience I will never go back here and I will continue to tell everyone I know to never buy from these people.

  

  Business response

  10/31/2022

  It is the company's policy to not do outside financing in general except in complicated situations. We work with lots of banks and credit unions and will work with them directly and send to them directly. Our company policy is to only allow 5K on a credit card due to the fact consumer's can put a stop payment on a larger amount. If there is an exception to be made it can only be made by the General Manager and is usually to help customer in a complicated situation.  Communicating with or customers is are top priority and I will look into why this did not happen.  There are times that issues with banks and financing is out of our control and sometimes we have to go back to the customer to adjust to get the financing completed.

  Customer response

  10/31/2022

  
  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

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 17th My car came into the dealership needing a new right passenger side tire and a rim. I had bad tires and had a blowout on the freeway. I called a tow truck and paid to tow my car to Tustin Buick where I purchased the car and warranty. My car have been there for over a month. I've been in touch with ******************************* ************ that has been giving me the run around and now has totally stop answering my calls. He said the Dealership is backup on workers and they can't seem to find what is the electrical issue with my car. Last conversation I had with ******* he said he would have someone from Jeep Dealership to come look at my Dodge Durango 2019 as it is difficult because my car cannot move. This dealership has held my car for over 30 days with no update on the repairs of the vehicle. I've contacted JMNA warranty company *************) about an update and for more information and I was told even after 35 days the dealership hasn't submitted a quote for any repairs. The dealership told me I am not eligible for a rental while they have my car because the car is under extended warranty only and i would have to work it out with warranty customer service. I have been without a car for the entire process, try my best to be patient. I'm very upset that I have tried to no avail to speak to a manager or supervisor, they were either not in or on their day off. Please help! I need my Car. I have a family and kids and we are experiencing a great inconvenience at this time. I'm attaching pictures of August 17th 2022 the vehicle arrived at dealership, the tow truck receipt and screenshots of me trying to contact *******************************/dealership. I cant seem to fathom how a dealership is able to receive a car for repair and then ghost the owner while they still have their property.

  

  Business response

  11/03/2022

  Response to claim 18060232
  
  ******** had her vehicle towed in with no customer contact information. It took us a few days to figure out who the car belonged to and get contact with the customer.  Once we figured out what was going on with the vehicle we have been in contact with ******** numerous times.  ******** had an outside warranty from the previous company. She was told that she would have to contact the warranty company to see if her warranty covered rental.  Once the car was diagnosed we submitted what needed to be repaired and waited for a response from the warranty company to give us a quote on coverage. ******* the service advisor called many times to the warranty company and to ******** to give updates.  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/29/2022 I turned in my used vehicle and paid $1000.00 down for a 2018 GMC Terrain. I met with my own personal family mechanic the day I drove off of the lot. My mechanic drove and placed the vehicle on a diagnostic check. It was determined the transmission was experiencing trouble. Also, the undercarriage was missing the complete driver side safety clamps. I brought the car back to service. I explained in detail the unsafe undercarriage, I supplied pictures and explained the rough idle and high RPM's the car was having. The car was there for 7days. I was told by service there was no problems they did not see any missing parts underneath and proceeded to give me the vehicle back. I not only had to deal with unprofessional behavior, I was lied to and service gave the car back with all the same problems. I was extremely upset felt like my concerns were not addressed and left with the vehicle. That was Friday June 24,2022. The vehicle stalled on the freeway June 25, 2022 the next day. My mechanic explained I must return to GMC and have them attend to the problems. Upon doing so I was told they were going to wholesale the vehicle and on July 2,2022 my deal was rewinded for a second time (as I learned) and put me in a 2019 Terrain. They took my maintenance package away that I purchased on the 2018 as they attempted to overcharge me and add fees. I left feeling extremely taking advantage over. I reported to my mechanic and am back in the same situation. As there are now five alerts coming up on this vehicle for engine and transmission failure. When I called back to Tustin GMC they are telling me to return the car they will give me back my $1000 down and unfortunately they sold my trade in. They really expect me to just be ok with this experience. I'm out of a car paid $1k down and in return left with a vehicle with needed repairs and engine failure. I'm appalled and would like to request support in dealing with this dealership. I have my text messages as proof.

  

  Business response

  07/09/2022

  ******* was referred to us by an employees spouse. She came in to buy a used Terrain. *** 2018 Terrain she originally purchased on 5/29 was experiencing mechanical issues according to *******. When she contacted the dealership employee we set up and scheduled time for her to bring the vehicle into service. We gave her a loaner car free of charge while the Terrain was in service. When she picked up vehicle she felt that the car was still having issues and not to her standards. We offered to take the car back and put her in a newer model. She came back we put her in a newer model with lower miles. *** newer one was 3K more but we tried to accommodate her on payment to get close to original payment. She agreed on new pricing and was happy with deal and car when she left the 2nd time. She has since contacted the dealer and talked to original sales manager ******** She is still not happy with new vehicle because of OnStar alerts. OnStar routinely sends alerts on vehicles and does not mean anything is wrong with car. When she contacted us on 2nd car we again offered to take the vehicle back. ******* was supposed to be here on Thursday 7/7 to work with ******* to get issues addressed or take the car back but she was a no show. We will be happy to take the car back and/or work to get issues addressed on 2nd car.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from this dealership January 2022. Two days after my check engine light came on. Fast forward a month later and multiple attempts to reach the dealership for information, I gave up and returned the vehicle. March 2022 I started receiving toll evasion notices, the vehicle was driven AFTER returning and I was being charged. Multiple attempts later to clear my name IM STILL being held accountable for charges I did not make. Now June 2022 I received a notice my license is suspended for failure to provide insurance for this vehicle. This dealership has been a nightmare to deal with. I need a resolution to these continuous notices. They are now affecting my personal life months after returning this lemon vehicle. Everyone there promises a resolution and does absolutely nothing to ensure things are completed. From service to finance not one person has followed through on ANYTHING.

  

  Business response

  06/27/2022

  Artika purchased a used vehicle in January 27 2022. We were contacted on 1/29 that check engine light was on. We asked for her to bring it back and set appointment for car to be looked at in service and offered her a loaner car while being looked at in service. We sent the car to ******** to be diagnosed. On February 11th we received a text that it was taking to long to fix and she wanted out of the deal.  We unwound the deal and took her out of the car. When we took the car she signed a release of liability which is all the toll roads and any DMV violations would need to not hold her accountable.  We would be happy to send you a copy and will make sure that DMV has received the release of liability.  Please feel free to reach out to me with any further questions.

  ****** Blomqust

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

  Customer response

  06/27/2022

  
  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.  The dates are very much off.  The vehicle was returned on February 25 2022.  I waited nearly a month for some type of communication on the repairs and received absolutely nothing. I need the dealership to personally contact both the toll roads and the *** to ensure my name is taken off the vehicle.  Clearly, if Im STILL receiving notices from them something is missing.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid $80000 cash for an H1 hummer it's been over 7 months I still do not have the title in my hand... Complete lack of incompetent people at this dealership.. 1st I was told they are waiting on paperwork ,that is a lie !!.Then I'm told the title department person has been fired 3 TIMES

  

  Business response

  06/28/2022

  ****** purchased the Hummer on 4/17/2021. He filled out *** docs for title and registration and put a different address then where he wanted Title sent and registered.  On 7/27/2021 registration and title was complete.
  
  ****** contacted the dealer to find out where his title was. He was told it was sent to the address on contract. We confirmed the address but he stated that was not the address he was currently residing at. We told him he could walk into the *** and ask for a duplicate title and we would be happy to reimburse him for any fees.  He didnt like that answer so we sent him paperwork for a duplicate title. He never returned paperwork and stated he would handle it himself.
  
  We would be happy to help him with the cost of duplicate titles
  
  *******************************
  ************.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went into dealership this Sunday September 05 2021 to buy my GMC TERRAIN 2022 at the time of the purchase I was told in the finance department that I would get a lower interest rate if I bought 30dlls a month worth of product , if not my interest rate qould be higher , after the purchase I found out that what I was told was against the law and I was not required to buy any product to get a lower interest rate. I went back to the dealership On Tuesday September 07 2021 and was requested to have the product removed which Im entitled to because it's cancellable product and I was told that I could removed all the products except **************** paint protection, courtesy guard and clear pro which is a total $3084 dlls in add ons that the finance manager refused to removed, I asked for documentation showing that these items were not cacellable and he refused to give them to me. At the time of purchase I garantee that nothing was added to my car.

  

  Business response

  06/29/2022

  These aftermarkets are hard adds like tire and wheel.  It is disclosed prior to sale and it is disclosed many times during the contract process.  The customer would have had to sign and initial many places on the contract during the buying process.
  
  The discount and price of the car is taken into consideration with the add ons of these products and during the negotiation process with customer prior to signing the contract.
  
  *******************************
  ************
  Tustin Buick GMC

*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. ↩