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:11/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Aug 29, 2024 i traded in my 2022 ***** purchased at Fountain Auto Mall. I reached out immediately the next day with requests of how to return the requirements for a gap warranty and a service package warranty for my refund. I was told over the phone, just to bring paperwork to the dealership. I drove the 2 hours from my home to the dealership to return the papers on Sunday. After calling at eight thirty a m that morning to verify that somebody was going to be there to take my paperwork and was advised yes. I arrived at the dealership to be met by a gentleman at the front door said, sadly, I was misinformed that nobody would be in the building until tuesday because that monday was up a holiday. I advised him then I had called and spoke to somebody and he said, once again that he was sorry nobody was there and wouldn't be there until tuesday. I began calling and trying to communicate on that Tuesday Sept 3. 2024. They finally reach out to me on september 11, after daily calls of trying to get someone to answer my questions so I can turn in my paperwork. I am finally advised that I can email the ************ I scanned them and emailed the paperwork. I received an email back stating that I needed to sign so that they could release the check. And then I have heard nothing. I have periodically sent emails to which I keep getting a generic message, stating that they are still waiting for my refund. Finally, after my email, I am advised that my check was received by them and that they would be mailing it out the following day. This was on Friday Nov 8. After not receiving the check in the mail.I reached out again and was advised that the check was just sent the day prior after being told in the previous email It was sent the week prior. All I *******'s by refund so that I can wash my hands of this business. This is not my first time Receiving a refund from a dealership.However, this is the longest amount of time it has taken. I have all emails and can send upon request

  Customer Answer

  Date: 12/09/2024

  I am adding today, December 9th 2024 that I have called the fountain auto mall and ask to speak to somebody Higher up named **** shorts power. The phone number is **********. I am told that she is the head of finance I have Left her a message asking her to return my phone call In regards to the gap refund Being mishandled since august.

  I also received an email after inquiring again about the whereabouts of the check and was advised today by ****** **** that the check still has not been cut or sent to them.

  Customer Answer

  Date: 12/20/2024

  December 10, 2024, i contacted the dealership asking for the office manager. I left a message. Afterwards, i reached out to the original writers of the gap insurance and was advised they hadn't received anything. I sent over copies of everything and received an email back stating they had found the original email and would get the refund out immediately.

  Today, December 20, 2024 I still haven't heard anything from the dealership nor received my refund. 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 maintenance package when I got my car. It covered oil changes and tire rotations for 3 years. Sounded nice and easy. They provided 2 phones numbers for scheduling said maintenance. When my vehicle reached 5k miles I started attempting to contact them. I called multiple times to both numbers over a 2/3 week period. No one ever picks up. You're welcome to try. When I told them I wanted to cancel my package because of the terrible service. I had to jump through multiple hoops, call back multiple times. Then when I finally was able to get it done, they charged me a cancelation fee. I literally called another dealership and had an appointment same day in about 3 minutes for service comparison.

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a Suzuki sx4. It needs a recall done. When I called them they said I had to bring it in to inspect then they would order the part. So I brought it in and I have been waiting for about 3 months to hear back. I've called at least 15 times and either left a message or they say their system is down or just straight up hang up. I'm driving around with a faulty steering pump which could seize up at any time. Can you please help me get this done?

• Initial Complaint

  Date:09/18/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 had a Car Accident where I was NOT at fault; and instead of taking my Vehicle to an "approved" Collision Center; I choose to go to Fountain Auto Mall; where I've been taking my Vehicle for 2 years. That was a bad idea. The repair took a lot longer than I expected; and at the end I had to go to the Dealership during my Lunch-hour; and I didn't have much time to check my car. After going back home; I realized that the "new wheel" the Collision Manger Rafael was waiting for was in-fact a used old-rusty old Wheel from a Junkyard; and the Tire they put on it; was cheap, also the Alignment was not correct. I immediately made them aware of the problem; but all they did was give me a lot of excuses; so I reached-out to the G.M; Kyle C*******; and he told me that the would replace the wheel with a new wheel and got an Email stating it will be 5 to 7 Days. Well; over 2 weeks later; no Wheel and no contact from the Dealership and they didn't even acknowledge the re-alignment that was needed. After a couple of emails back-n-forth; the GM refused to assist me further and only offered me a $80 back; when he charged the Insurance $174; and didn't even address the realignment??? This is Fraud. I would like the FULL Amount of $800.48 Back to me; so I can get a new Wheel and realignment and a much better tire. Thank you

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 9, 2022/10/18) */ Mr ****** had a 2000 Isuzu Rodeo in our body shop, was unhappy with the wheel we replaced because he thought it should be a brand new wheel, we told him to provide us with a wheel he found online that he believed would be satisfactory for him, even though ***** approved all the work we did including the wheel, and we would pay for it and install. He was upset it was taking so long to get the wheel from the company he chose to get it from and demanded we get it immediately or refund him some made up amount of money. We then told him best thing is for us to refund him the cost of the wheel he found and the previous repairs that weren't done and he could buy a wheel himself and have someone install it. This vehicle is a 22 year old 2000 Isuzu Rodeo, he wants a brand new wheel for a 22 year old car, ***** was ok with our repairs, so we were doing him a courtesy to install another wheel of his choosing. Lastly, we sent him a check for $307.70, not $80 in which he claims. Consumer Response /* (3000, 11, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The narrative Fountain Auto Mall provided lacks some of truth: they forgot to mention that they also charged me for an "Alignment" that was not done; and a "A/C Charge" that also was not done. I have asked for these repairs to be taken care of; and the G.M; Kyle C******* has refused to service my vehicle. If I had known that from the start; I would've taken it to another Repair Facility; and in hind-sight now; I wish I did. Fountain Auto Mall still owes me: $493.48 from the money my Claim gave them; which was NOT used. I also have filed a Complaint with the Division of Motor Vehicles against this Dealership.

• Initial Complaint

  Date:07/29/2022

  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 April 23 2022 I had to take my car to Fountain Auto Mall as my car stopped working. I bought the car from the dealership in 2021. As the car had to stayed at the dealer to fix the original problem a gas sensor. I did advise the service advisor of some other problem that I being having with the car. Like suspension problem ( making flat noise every time that I go over speed bump) and the door seal not working correctly( wind noise coming through). As well to fix the passenger side rims as it was scratch and we had the warranty ( 3 for 1 Warranty purchase separate from the dealer when purchase was made) that will cover the repair for the rim . When i went to pick up the car on Wednesday April 27. Service advisor Jessica gave me the paper saying that the car was fixed meaning the gas sensor and the door seals. She did advise that the suspension was good and they couldn't replicated noise and for the rims that it was not cover under the 3 for 1 warranty. When i call the 3 for 1 warranty the representative told me that there were not claim made for my car. I when to the dealer and Ms Jessica advise me base on my experience i knew that it was not going to be covered under warranty which it was a lie as it was covered under the warranty almost a month and half later. In regards to the suspension i being back and for with GMC customer services and so far no answer or no resolution. i have email Ms Jessica multiples times i have call the Dealer GM and no answer i have being multiples times to the dealer and no one knows anything or give any solution to this matter. Very dissatisfied with the dealer and now seeing all of the comment made by other customer against this dealer it even worst. I have the documentation from the dealer stating that the part were fixed and the were not. Also i have video in regards to the noise from the door seal and the suspension. I will be able to provide proof.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 8, 2022/08/24) */ On 4/27/22 **** ******** ************* came into our dealership for service for his 2021 Buick Envision. **** had several items that needed to be looked at. We replaced the fuel pump power control module for the concern of the vehicle non starting. We added strip caulking to the door seal as instructed per Bulletin #*******, the vehicle was road tested and the wind noise was gone. As for the noise under the suspension, we were unable to duplicate the noise. We advised the customer when they heard it again to please bring it back in to see if it will do it for us so we can hear the noise and see what we can do about a repair. The chip in the rim was notated. The advisor stated she did call the warranty company and was told it was not covered. My Client Relations Mgr. does not have any missed calls or emails from the customer. There was an open case with GM and we responded with the information we are giving you now. The client has been to our dealership a total of 3 times. 3/26/22 for an oil change, 4/23/22 for this claim and then in 6/3/22 for a body shop repair. We do apologize that Mr. ******** is unhappy with us. We strive to ensure all of our customers are taken care of. We would be more than happy to bring the customer back in to see if we can duplicate the noise under the suspension and to file a claim with the tire warranty as well.