ComplaintsforBuick GMC Brooksville

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I, legal NH residents (p-t Florida residents), bought a 2021 ***** Equinox from the Buick GMC Brooksville Fl. dealer in 4/24 which included a *** warranty having gone through a 127 point inspection. Our price for the Equinox was $23955 before our trade in. The *** warranty convinced me that it was in perfect condition. And the Sales Manager told us it had never been in an accident and then referred to the Carfax report which listed 0 accidents. We later learned that the Equinox had in fact been in an accident in 2022. The previous owner did not report the accident and had the most shoddy work done to cover it up. On 6/11/24 our garage mechanic gave me the bad news. He pointed out the defects/shoddy paint work during its annual registration inspection. To verify it I took it to two NH ***** dealerships for an appraisal and received the more bad news. First, both sales managers said they never would have certified it due to the accident. Second, they told me due to the accident it was only worth $16, 500 to $18500 discounting the value by approximately 20%. They both easily spotted the shoddy paintwork noting an abnormal gap in the rear passenger door and clearcoat paint hidden by the door. I emailed the dealer's general manager requesting that the passenger side be redone correctly . She insulted us by offering $20K to buy it back. Then in 7/24 she told me that she talked to the previous owner on the phone who informed her of the accident in 7/22 . The Equinox had been on their lot for 2 months before we bought it. The sales manager must have known about the shoddy paintwork / accident when he appraised it as two other sales managers easily spotted it. This dealership camouflaged the passenger side defect by selling it as a *** when 2 NH dealerships said they would not. I asked the ** if she or her Sales Manager knew of the accident. Received no reply.Yes, we bought it as is but now believe we were snookered by them.

  Business response

  09/16/2024

  The vehicle in question was purchased in-person by ****************** on April 9, 2024.  The vehicle was sold by by the dealer AS-IS and was also ** Certified Pre-Owned.  The vehicle met all ** CPO requirements at time of sale, including a Carfax report showing no accidents reported.  The ** CPO program comes with a 3-day/150 mile Vehicle Exchange Option, which was never requested by the customer.

  We were not made aware that the customer had any concerns regarding the vehicle until June 11, 2024 when ****************** reached out to *************************, GSM regarding the quality of paint on the vehicle.  The Carfax was again shared with ******************.

  One June 28, 2024 ****************** reached out to me regarding his concerns.  We reached out the original customer who traded the vehicle to us.  The customer who traded the vehicle that ****************** purchased stated that the vehicle was no in an accident, but he did have a repair done after he backed into his mailbox.  I shared this information with ******************.  His request to have the vehicle repainted was respectfully declined.  However, we did offer to purchase the vehicle back from him for $20,000.  He was not satisfied with this proposal and communication ceased when the threated legal action.

  Sincerely,

  ***************************, General Manager

  Customer response

  09/16/2024

   
  Complaint: 22286377
  
  I am rejecting this response because: They have not made any good faith effort to resolve my complaint.  The ** of the dealership erroneously dated our purchase date as April 9, 2024.  We actually bought it on April 18, 2024.  She stated to me that she contacted the previous owner last July and he told her that he hit a mailbox two years earlier.  I believe the paintwork to repair the accident was actually recorded on Carfax in 7/22 as service work.  I contacted ****** and they informed me they have no specific record.  Very weird.  The G/M. never responded to my question to her if she or her Sales Manager, **** knew of the accident before they sold the vehicle to me.  And why would we agree to sell them our vehicle at a roughly $4000. loss?  Again, we believe that they knew of the accident before they sold it to us.  We want the Equinox repainted professionally, period.
  
  Sincerely,
  
  *************************

  Business response

  09/17/2024

  The purchase was agreed to on April 9th and was marked sold in our system at 1:46pm that day.  It is correct that the paperwork was finalized on the 18th.  The point simply was to state that the customer had agreed on terms on April 9th, giving him ample opportunity to inspect and investigate if the vehicle met his needs

  Vehicles are traded with all manner of previous repairs and it would be impossible for us to know the details of every said repair on every vehicle.  We are only able to answer questions based on our inspections and the Carfax reporting provided to us, which did not show any accidents at time of delivery.  That said, the customer had ample opportunity to physically inspect the vehicle prior to delivery.  The customer had ample opportunity to take advantage of the ** Certified Return Policy, which he did not pursue.  The vehicle as sold "AS-IS" and sold at pricing commensurate with the miles, condition and vehicle history of the vehicle.
  

  We have no control over the information reported to Carfax.  We are not in a position to repaint the vehicle.  Our offer of repurchase was based on fair market value at the time of the original complaint--and significantly more than what the customer stated he was offered at his local dealership. 

  ***************************, General Manager

  Customer response

  09/19/2024

   
  Complaint: 22286377
  
  I am rejecting this response because:Yes, we agreed to buy this 2021 ***** Equinox last April,2024 in as is condition.  I commented to our salesman, *************************** that the paintwork behind the passenger side door handle looked subpar .  He didnt make a comment.  And I never gave it another thought because I thought the quality of this Equinox was better because it was offered with a certified preowned warranty. And later, the dealers sales manager, **** told my wife and I verbally that the Equinox had not been in an accident. At that point he had not referred to the Carfax report.  But later he did.  So, we proceeded with the purchase. 
  However, we believe that the dealership deceived us by not reporting the accident of the vehicle which occurred in 7/22 and reported to the ** in a phone conversation in 7/24.  She relayed the phone conversation to me.  The previous owner didnt report the accident and cheaply painted it on top of awful body work.  We believe that the Sales Manager knew of the accident and according to 2 ***** sales managers in NH never should have offered the Equinox with a CPO warranty.  The 2 S.M. s easily spotted the damaged passenger side.  I believe that any vehicle appraiser who looks at hundreds of vehicles would spot this damage.  I am not as savvy as they are and didnt see the damage until it was pointed out to me by a trained mechanic during the vehicles annual inspection.  The weird paint on the passenger side I attributed to poor factory control. I have asked the dealers ** if she or her SM knew of the accident prior to selling the vehicle to us and didnt get a response. 
  I am not an attorney but have looked at the Florida Deceptive and Unfair Trade Practices Act and wonder if this circumstance applies.  My understanding is that this state law  prohibits unethical, dishonest and unfair trade practices. I believe it would supersede an as is clause.   Just a thought when I think of our interactions with this dealer.  Again, we just want the passenger side repainted correctly to increase the value of our Equinox.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1st the sales lady had on clue about the truck. They told me there was a nav system. There was nothing they put in an old system that does have new updates. I was told I get 6 free oil changes then after the truck was bought I was told it's only for new truck. To top it off my right head light was blowed out. I replaced it, not 2 days later it went out again. I went to the Dodge dealership who is own by the same dealership. They told me it's in the electrical system and they never should have sold the truck like that. When GMC responded they were very rude and told me they will not help me at all.

  Business response

  06/05/2024

  The vehicle was advertised "as-is" and purchased October 19, 2023 by ************************* and ***************************.  The vehicle is equipped with a navigation button, so the salesperson and the customer assumed the navigation was working.  The customer did not verify this prior to delivery.  After delivery it was found that the system need an upgrade in order for the navigation to be up to date.  As customer goodwill, we agreed to cover the cost of the upgrade and this was completed in November 2023.  ******************** later called to complain that she was told she would get 6 free oil changes.  The customer was reminded that she signed our internal document stating that the complimentary maintenance is for new Buick or GMC vehicles, not pre-owned Dodge vehicles and the plan does include 6 oil changes.  (see attached).  Despite this, we agreed that she could have her oil changed and we would reimburse her for the cost.  She visited  CDJR Brooksville on April 24th for an oil change and to check drivers headlight bulb (6 months after purchase).  She was told they needed to further test in order to diagnose the issue with the headlight.  The customer declined further testing.  This issue was not present at time of inspection before sale.  The vehicle was purchased "as-is" and the customer declined to purchase an extended service contract.  We gave gone above and beyond to satisfy this customer.  We have no obligation to provide any further assistance for this vehicle due to it being sold "as-is."

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2013 Cadillac srx in early November of 2022, for water damage due to a leaking sunroof. The service department has not fixed my car, for electrical damages, as of March 22,2023. The dealership kept giving excuses weekly, and kept finding other issues. This repair is covered by my auto insurance, and the cost of repair has changed according to what they find. The stress of this delay, and aggravation, caused me to have a stroke, on the last Sunday of January. I was hospitalized, in rehab, for about a month, and cannot walk, write, or function in my daily life. I am a 72+ senior, and feel they have been stringing me along, for 4 months now. I have been without a car, since Nov., and have been confined to my home, for months Now, with still no car, my quality of life is degraded. I have made months of car payments, for a vehicle, I do not have. I wish this to be resolved, and I want my car back, fully repaired ASAP! This is no way to treat a Senior, or Anyone.

  Business response

  04/13/2023

  Please accept our sincerest apologies that we disappointed you. Unfortunately, electrical damage caused from water intrusion can be very complex and time consuming, and is almost never a straightforward process.  The complexity of the repairs often changes as new issues are uncovered throughout the process.   As we work through uncovering all of the issues, we must then obtain additional approval from your insurance company which can delay the process further.  In this case, there were significant delays from your insurance company.  Lastly, we were faced with a module which we were unable to program due to both part issues and ** software issues.  We ultimately attempted with four different modules before we were able to get the module to work successfully.  Rest assured that we raised these concerns with the highest levels within the ** technical team in order to expedite the return of your vehicle.

  Your vehicle has been returned to you subsequent to receiving this communication on April 11, 2023.

  We are very sorry to hear about your unfortunate health event.  We wish you the very best of health and a speedy recovery.  

  If we can be of any further service to you, please do not hesitate to reach out.

  Sincerely,

   

  ***************************, General Manager

   

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to fix breaks, tires and to balance and service my car. I got a job that requires long driving and I brought my car in and asked them to service my car mostly balancing my car, see if I needed new tires and other so that I will not have broilers on the road. The price over 900 dollars. 1 week later my tire light came on. I did not think anything of it for I just came from servicing my tires and I thought that maybe my tire light needed to be resetting. I got a nail in my tire on Wednesday morning I saw back driver side that I had a flat. I called state farm for road service and they too my care to a nearby tire shop. They called me later to tell me that I needed a new tire for my tire was no good.I told them why that I just got my tires inspected and balanced at GMC. I told them to put a donut on my car and I will pick it up later after work. I took my car back to GMC at 8AM. I spoke with **** and he told me that I needed a new tire. I did not drive on the tire flat so why is my tire eroded on one side. I asked him if he did not balance the car and put air in all 4 tires like I asked him too for that is why I spend all that money to make sure my car will be in good condition. He said that he only balanced to 2 new tires he put on the car. This make no sense. You only balance to two front tire put 2 new pads and did nothing to the two tires in the back. Not even check the air. For 900 you did not check all my tires like I asked you to do. I explained to **** that I need my tires to be in good condition for driving like making sure my car is balanced and that the tires are in good condition to go a head and balance all 4 weels and the car and make sure the wheels are in good condition. I even asked him to replace the 2 back tires if needed to. He explained that the other tire was fine and that it is good for another ***** miles. Today is Monday and no car is ready for now they want 130 to add new censor. Total 395 for services done 1 month ago. 1 tire.

  Business response

  10/25/2022

  Dear ********************:

  Please accept my sincerest apologies that we disappointed you during your service visit.  We received your statement and request for reimbursement.

  Once we have had an opportunity to review the details surrounding your visit, we will get in touch with you regarding a resolution.

  Thank you in advance for your patience.

  Sincerely,

   

  ***************************, General Manager

*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. ↩