ComplaintsforAlpine Buick GMC

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had gone to alpine buick to get a used car based off of a recommendation. When I bought my first used car last year I was told it went through a 12 point inspection. Well two months into me having the car, I had it in the shop and $500 later they said it was not covered under warranty. Not even a month after that I had brought it back into the shop and it needed a new tranmission. I find it hard to believe it passed an inspection and then within two months of having the vehicle that it had major issues. My car was in the shop for a month and finally I complained to the point they said they would take care of me and get me in a new vehicle. They got me into a new vehicle but did not give me any type of compensation and the deal was lets just saw robbery. I was excited though to have a brand new car until less than 2 months again I had brought it in for some issues. I could not believe that a brand new vehicle would be having issues. They fixed the issue or so I thought until recently the same issue has returned with new issues arising. I have reached out to the owner many times asking for a solution with no response. I have brought my car in over 5 times without it being fixed properly and now they have stopped responding to my phone calls or emails to fix the issues. Their customer service is appauling.

  

  Business response

  07/15/2024

  I apologize, i thought this was uploaded.  

  Last time I spoke to her was on Friday, June 17th at 5:12pm.
  
   
  
  During our conversation, she expressed that she would like for us to refund 55K that we put into her new loan back or buy the 2024 Acadia back from her.. I told her she needs to contact ************** for that, once she starts a case, we can then assist.  ******* was insistent on us taking her car back, which we can not do I told her, I cant help her about the numbers and figures that ***** gave her for her vehicle, that is a conversation she needs to have with the Sales Dept.
  
   
  
  In the course of her owning the vehicle, the vehicle has been in our service department 3 times.
  
   
  
  5/22: Customer brought vehicle for clicking noise again.. its happening again we checked her in, put her in a loaner.  Tech thought it might be a possible strut, so we kept it overnight to diag further.  Upon further diag, it was discovered that the noise is a CHARACTERISTIC OF THE VEHCLE.. we were able to duplicate the noise with 2 other Acadias, same year and model as hers
  
  5/16: Customer brought vehicle in for clicking noise for turning at low speed, technician test drove vehicle and could not duplicate issue..  there is a bulletin released by GM for noise clicking while turning we cleaned and applied lubrication to her rotors to help with noise.
  
  4/20: Customer brought in for coolant smell coming from the engine and high pitched whistling sound at all speeds, especially on highway. We were not able to duplicate the smell but was able to fix the noise by changing the torque tube that was failing.
  

  
  UPDATE: 07/15/2024-This is now being reviewed by ************** for a buyback
  
   

  Customer response

  07/15/2024

   
  Complaint: 21847976
  
  I am rejecting this response because:
  My car has been in the shop more than 3 occasions. Most recently my car was in the shop after it died 5 different times in the mountains due to a computer malfunction. I have also brought it into a different gmc dealer because of I was told there was nothing wrong when I brought it to the other dealership they had to order parts and fix it. I have contacted your vp on 9 different occasions. I was told to start a repurchase claim through ****** which they denied because of the lack of notes provided. I am still stuck with a car that is not working properly and have to again bring this in this week to a different dealer to have them look at it. Alpine should be fighting on my behalf to make this right and insist on a repurchase with the amount of issues I have had and lack of customer service on their end. This is still not resolved. 
  Sincerely,
  
  *****************************

  

  Business response

  08/08/2024

  ************** is now involved and **************** has an appt tomorrow Friday the 9th with our General Manager/Sales Team at 3:30 to run numbers to determine if she will be doing a trade repurchase or a straight buy back.  

  Customer response

  08/14/2024

   
  Complaint: 21847976
  
  I am rejecting this response because:

   

  I went into Alpine as stated in response. However, when I got to ** they took a look at my car and had me meet with a salesman. Nothing was discussed other than if I ended up trading it what car would I want. No numbers were discussed, I did not meet with the ** and I was not offered a trade price or a straight buy back. The sales *** felt like he was in the middle and did not know what to tell me. I have since talked with ** who offered a small amount to help cover the gap. I had to call back Alpine to even ask what they thought my car was worth. I was told that my car is only worth $30,000 but my payoff loan through ** is $54000. How does a car get a negative $24000 balance within 7 months of purchase? This is unacceptable and nothing has been fixed or taken care of. I was told on Monday that the owner of Alpine would be in and they would discuss. I did not hear anything. I called the salesman **** today who told me he did not know what was going on. They continue to push this out. My car was brought in the first time back in April and continues to depreciate in value. The car continues to have problems and is getting worse. This needs to be fixed by the 20th. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/06/2024

  To Whom It May Concern: 

  We looked at both transaction ******************* did with our store. In case of a buy back GM covers a percentage of the sales price of the vehicle that was purchased. The first purchase of ******************* was a 17 Acadia purchase for $27,507.00 in September of 2023. When she traded it (in January of 2024) the value shown on the paperwork was $22,000 plus $4000.00 of warranty/product reimbursement. The 17 Acadia was already carrying $4752.00 of negative equity and the second transaction carried $15,155 (minus 4000 of warranty reimbursement).

  ******************* signed paperwork and drove the new Acadia being aware of the negative equity she was carrying as well as all the figures in detail of the 2nd transaction on the 2023 Acadia. As explained earlier, and it is unfortunate, when there is a buy back the manufacturer only reimburses the customer on the selling price. *************************** and I talked to the customer on 9/6 explaining just that. We do not feel that Alpine is responsible for any monetary reimbursement, and we did advise the customer to call GM to see if they would increase the amount offered.

  Sincerely,

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

  Customer response

  09/09/2024

   
  Complaint: 21847976
  
  I am rejecting this response because:

  The dealership is stating that all the negative equity came from my car I traded in to begin with and then a carry over from the 1st car I purchased with them that was defective and that I was willingly and knowlying saying I would accept $15000 of negative equity. I can assure you that is incorrect. I had my daugther with me the day I was there and have never been pushed so fast through when it comes to signing paperwork. The fact is that this dealership could do many things for an unsatisfied customer who has bought not ONE but TWO vehciles that are defective. The first being that it was not properly inspected when I got the car and needed a new transmission within two months of me buying. I can assure you that the car would not have been purchased if I knew of the issues they had to fix. Having that car for only a few months and stating due to the roll over of the year that it depreicated by 5000 is insane. Again, the dealership has had every opportunity to make this right. If there are no consequences for dealerships who sell lemons and bad cars then this must be happening all the time and they are banking the money and dissing the customer. This is unacceptable. The dealership continues to push blame more on me when I was sold a car that is malfunctioning and that I have complained about since April. I was told then that under no circumstance that they would buy back a car then, which says a lot. The car I am driving is unsafe and has put me and my child at risk. The dealership handled the transactions improperly. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car here that was used. They gave me an IOU slip to fix the fender on it. The sales lady ***** did not share second page of carfax that shares the minor damage on the back of vehicle. Also the sales lady ***** and finance manager ***** offered me a service of 60k service and when we went back in acted like neither of these services were included in our purchase. I would like the dent that was hidden from us repaired and the 60k service that we were promised.

  Customer response

  06/11/2024

  My issues have been resolved with alpine buck GMC. Above in the subject line is the complaint number.

   

  Thanks,

   

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2024 GMC Terrain from alpine. Three weeks later(2094 miles) the transmission wouldnt find a gear when pulling into traffic. Took car to dealership and had service ***** tell me it was a solenoid issue. A month later and I still dont have vehicle back as dealership states parts are back ordered or gm isnt sending parts necessary for fix.

  Customer response

  05/28/2024

  It has now been 12 days since I put in my original complaint. The dealership reached out the next day and stated they were putting an urgent request to gmc for parts necessary to fix vehicle. They also let me know that the vehicle provided as a loaner needed to be returned due to mileage concerns and would be dropping me off a new loaner. Vehicles were swapped and I was told someone would be in constant contact with me to ensure everyone was in the loop on the issue. That was the last I heard from them until I reached out today. The service manager in charge of my case texted me back to state:

  Still no update on it sir. I even went ahead to see if a transmission was available for the vehicle to get it done quicker and neither are available anywhere. GM has yet to update the case that my parts manager sent to them. 
  
  Reply STOP to unsubscribe. Msg&Data Rates May ******************* have reached the 7 week **** with zero progression. I am making payments, purchasing license plates and keeping insurance going on a vehicle I havent seen in 7 weeks. A vehicle I havent owned more than 3 months. I provided all communication between gmc and myself to the contact at alpine and havent received any update from that either. This is reaching a boiling point. 

  

  Business response

  06/11/2024

  Our Service Manager, ********************* has been in contact with **************. Explained we are still waiting on parts from *************** Working on GM making a payment and, if possible, would he be interested in trading out? He said he will talk to his wife and get back with us. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2015 Jeep from Alpine Buick GMC this last week. It took us over three weeks to make the purchase complete. The sales guy that we worked with was the worst. He would not communicate with us and we were left in the dark. I have reached out multiple times to speak with another person within the dealership that could help us get our issues resolved and are still waiting for a reply. We chose to pay for shipping through the dealer to get the vehicle to us. We have never gotten a final total on the shipping charge and at this time the dealer has $500 more than what we agreed to pay for the vehicle. We sent them a cashiers check to the dealership to pay for the price of the vehicle an dhtey have charged my credit card for $500. We are being over charged for the shipping which i feel should be covered by the dealer at this point as we have had so many issues with this transaction. We were told that the shipping company would call us 24 hours before delivery. That was not the case, we had a call three hours before they were to deliver which came at 7:30pm and the car did not arrive until 11:00 pm at night. I just want my extra $500 the dealer has taken from us at this point. It was also claimed that the jeep and working heat and A/C but that was false information. We will now have to pay to have the A/C recharged and incur another expense from this transaction. We are also still waiting to receive the title. In the ***************** we have 30 days to title a vehicle.

  

  Business response

  03/30/2024

  In regards to the 2015 Jeep, our Sales Manager *************************** has been in contact with *********************** and has agreed to reimburse for the A/C. There will also be a refunded amount for $500.00 re: the deposit.  I have been unsuccessful getting a hold of ************** for an immediate refund on the credit card used.  A check will be issued and overnighted next week.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reserved a 2022 Hummer EV in October of 2020, and proceeded to order it in January of 2022.I have it in writing from the sales manager deom Alpine Buick GMC that they would be selling it at MSRP to me. Otherwise, I would have moved it to another dealership, if they had been adding anything to it.The truck is now at the dealership, and they first demanded a $30k premium over the ***** but the owner has now said that $15k over is "their minimum".I expect them to honor their written agreement and sell the vehicle at MSRP.

  

  Business response

  07/25/2023

  ************** was given the option to purchase the vehicle at MSRP. During this conversation we learned that he has placed several reservation on high demand vehicles across multiple manufacturers in an effort to resell at a profit against policies. Customer requested the vehicle be titled in ******* to avoid taxes and possibly allowing him to sell more than 4 vehicles a year  without a dealers license. We would request that he transfer his other orders to another dealer so we dont run into the same issue on his other reservations. 

  Customer response

  07/25/2023

  As a former chairman of the ******/******* BBB, I assure you that every word stated by the dealership is a ******************** based on false assumptions.  The dealer did eventually offer MSRP, but required that the dealership be placed on my title so that they would control any future sale of the vehicle, which no one would ever agree to.  I was trying to lease the vehicle (who flips a leased vehicle?), and they attempted to mark up the financing 40%.  They ended up just selling my reserved and ordered vehicle to another party without my knowledge.  This is the most dishonest dealership I have been to in 35 years, and it was my first visit to a GMC dealership, ever.  What a joke.

  

  Business response

  09/19/2023

  Due to the reasons previously stated, we have not and will not be selling ****************** a vehicle.  As stated from ****************** we would hear from his legal counsel and since then we have not heard anything.  Please be advised that we have been compliant with the ************ also.

   

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

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

  Customer response

  09/19/2023

   
  Complaint: 20359879
  
  I am rejecting this response because the dealership promised in writing that it

  1) would not mark up the vehicle

  2) not require a first right of refusal

  3) not steal my order and sell it to someone else.

  Alpine Buick GMC did all three of these things, in that order.

  My complaint and demand has been escalated to GMC corporate.

  I strongly urge anyone considering Alpine as their Buick or GMC dealer to instead use AutoNation GMC or ***************, as both of these dealers stated that they would never treat a customer like ********************** treated me.

  Sincerely,
  
  ***** *******

• Initial Complaint

  05/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a major complaint with the dealership that I bought this vehicle at. It is a brand new ****, GMC ****. I had an agreed-upon price with the dealership verbally as well as the window sticker that the finance manager sent me, for $101,600. Everything was online and I was signing on my phone and I didnt realize that they added $******. (not including tax delivery fees, etc.). The purchase price was $101,600 plus taxes and dealership fees which I totally understand. They charged me $111,600. The **** was $101600 clearly sent even with numbers after my trade that did not include this mystery $10k. . I have all email documentation. They never ever told me in any emails or any documentation or verbally that they were adding $******. Unfortunately, I signed it on my phone without being able to read it. I did all of this online They wont even talk to me now. Completely horrible experience. When you spend that much on the truck, you tend to trust the dealership. I would like to elevate this as high as I possibly can. I have proof of emails about the price of the truck and what they were going to charge me without adding a $****** charge right before I signed it. Vin number is ***************** As you can see, how can a vehicle have two different ****s. They just added ****** without telling me.

  

  Business response

  06/01/2023

  ************************* purchased his vehicle on May 2. We sold ************** a **** ****** and sent over the necessary documents, which clearly showed our mark up. ************** agreed to the price and proceeded with the purchase of the vehicle.
  However,due to an administrative error on our part, we mistakenly sent ************** our invoice, which showed what we paid for it ,******* stated we charged him 2 different MSRP'S. Upon receiving this invoice, ************** called us to express his dissatisfaction with the price he had paid. We explained to him that he had signed an agreement that clearly stated the mark up, and we offered to have him return the car if he was unhappy with the price. At that time ************** stated he was happy and was happy I called and explained it to him. He did call back several hours later and stated he was going to address this with BBB and DLB I said ok and we would address the issue with these two organizations. However, ************* declined this offer and stated that he did not want to return the vehicle. He wanted a full refund of the mark ************* an effort to resolve the issue, we contacted ************** a few days later and offered to pay for half of the cost of a bed cover. Unfortunately, ************** declined this offer as well, and all further offers have since been removed from the table.
  
  We regret any inconvenience or dissatisfaction that ************** may have experienced as a result of this error, and we assure you that we are taking steps to prevent such mistakes from happening in the future. However, we believe that we have acted in good faith throughout this process and have offered reasonable solutions to address ****************** concerns.
  
  Thank you for your attention to this matter. Please let us know if you require any further information or assistance.
  Sincerely, 
  
  ***************** ********
  General Sales Manager
  

  Customer response

  06/01/2023

   
  Complaint: 20062891
  
  I am rejecting this response because:

   

  I already put $**** into the truck with a cover for the bed. They are solution was just to bring back the *********** eat the **** and then they stated they would go 1/2 but still this is unacceptable. It was negligence on their part to not inform me first and to negotiate a price of the vehicle, then change it at the last minute. Unacceptable.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello,I purchased a 2019 Buick Encore on 3/2019 and added the electrical warranty to the purchase. I am selling the car and called Alpine Buick to have the warranty cancelled and the remainder sent to GM Financial. The first call to Alpine Buick was in January 2023. I have been calling ever since then and they told me it had been cancelled. I called GM Financial and they have not received anything from Alpine Buick. I have been leaving messages and have heard nothing back. This is holding up the sale on the car and is really frustrating. AARP and the ******** Attorney General suggested that I reach out to you. This warranty cancellation should have been cancelled in January 2023. It will be a few thousand dollars that I desperately need. Please assist me and call or email me if you need any additional information.I appreciate any assistance you can provide me with.*************************

  

  Business response

  05/03/2023

  Received BBB Complaint, immediately reached out to ************ and our business office and overnighted the check for the cancellation to GM Financial.  Spoke with ************ and advised her check was being sent overnight.  

  Customer response

  05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Alpine Buick reached out to me immediately and was able to resolve my concerns. I would recommend Alpine Buick to anyone looking for great service!
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sunday, December 4, 2022, I saw an ad on Alpine Buick GMC's website advertising a 2023 Buick Encore GX Preferred for $8,500 off for a total price of $21,560. I took screenshots documenting the advertisement, and made an inquiry. Initially, they claimed it was only an offer at another dealership, but that sounded suspicious and fraudulent. They told me the price was an error, but I told them it was their advertised price and they have to honor it. Monday, December 5, 2022, after considerable back and forth between myself and sales representative, *****************************, they agreed to honor the price. My wife and I submitted a credit application around 8:00AM or 8:30AM on December 6 and went to the dealership. We had a limited window of time in which we could sign the credit application as my wife needed to be to work at 10AM. When we arrived, another representative, ******************************, informed us that our credit application did not go through, and she ran a second one. She ran it at the price of $30,000 and then told us that that was the price and the advertisement was an error. At 4:27PM later that same day, we received a call from someone named ******* who claimed the price was a "glitch." This is a flat out lie. I work as a systems and web administrator and I know for fact that prices are not adjusted automatically, but by administrators. Alpine Buick GMC actively engages in bad faith business practices. The bait and switch tactic wasted a couple days of my time, but I have a reasonable concern that they've fleeced many less-savvy consumers. I have invoices I received via text message from ****************, and emails stating they will honor the offer. They pulled the same bait and switch back in 2020 with my wife, *************************, but they were able to convince her that was an isolated incident. My experience over the past few days tells me it's simply the way they do business.

  

  Business response

  01/11/2023

  In response to ****************, Alpine Buick GMC did indeed honor the advertised price for the specific vehicle in question. The advertised price was discussed with **************** the day prior including the stipulations. (Discount only applicable for this particular vehicle) **************** came in the following day to apply for credit, at the point changed vehicles and wanted us to honor the same advertised price.  We communicated again to **************** that we could only honor the discount amount on the advertised vehicle.

  Customer response

  01/16/2023

   
  Complaint: 18535270
  
  I am rejecting this response because:
  
  Alpines response is a lie, plain and simple.
  My credit was run twice, once near $25,000 and again at $30,000. Neither of these prices reflect the $21,900 price advertised on their site and agreed upon in my discussion with *****************************. Dealership owner, *******************************, said they would honor the price, but they did not. Ive submitted evidence. The fact the BBB is even relaying their false response is sad. I guess fraudulence and incompetence arent limited to alpine Buick gmc. 
  
  
  Sent from Proton Mail for iOS
  

  
  

   

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GMC Alpine sold me a car with two recalls without disclosing this information. One recall being in the parking brake. They Never sent me home with a CARFAX. The seller sold me this car on 9/16/22. They also put a magnet over a rather large paint chip that would cost $661 dollars to fix. They initially said they would pay for damages. After having it fixed they never reimbursed for damages.

  

  Business response

  01/23/2023

  Alpine Buick GMC and Ms. ******************* agreed to refund a portion of a body shop estimate. The check was cut Nov 11, 2022, and picked up by *********     

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased ***** from them in beginning of May,from out of state. They collected all monies to pay taxes and registration and assured us they dealt with out of state Dmv, well they didn't. They mailed us a check 28 days later made out to DMV and told us to go do registration(which is no big deal) except there is a ******************************** so it was late. We had no way to register anything prior to receiving packet and they had the $ for registration and taxes.which was a lot! So we were charged $833 in late fees.Now they refuse to return phone calls, or take responsibility. It appears small claims court is way we may have to go

  

  Business response

  07/18/2022

  There was a call made from our owner ******************* to ********************* to gain clarity and resolution on the incident in question.  ************** apologized and explained that we followed Colorado DMV law by submitting the title paperwork within the 30 days allotted by ********. Unfortunately, we can't be responsible for all state law requirements as we are a ******** based business. While we certainly understand where ********************* is coming from, we can't share responsibility for this dispute.                                                

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

  Customer Retention Manager

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

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

  Customer response

  07/21/2022

   
  Complaint: 17438688
  
  I am rejecting this response because: yes ******************* did call - any did anything and everything but apologize. He was down right a bully at least 4 times he told me they have a strict policy dont sell to people in **********- which they did. Californias fees and Late fee are insane, as it single is in my control. That ******** would charge this- informed him I dont live there, and the money wasnt even returned in Colorados 30 day time frame. Which is some how my fault I didnt just go do paperwork prior to receiving my check for taxes they collected and paperwork - which number#1 I was told they were dealing with, why would I doubt them when they said they deal with all states  # 2 most people dont have a extra $12,000 just laying around. So no I reject this. And legal matters have Been initiated - Ill let the courts handle 
  Sincerely,
  
  *** And *************************

*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. ↩