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:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 Buick Enclave from this dealer 10/17/2024 and received a card drive with my purchase documents to allow me to download and print if needed. The problem is that I have not been able to find out how to hook this card up to my computer in order to access the documents. I even went to Best Buy for assistance and purchased a card reader, but it does not work with this particular card. I have called the business numerous times in the last three weeks for assistance and have had no response to any of my messages. All I'm looking for is a copy of my purchase documents and I have left this request on three of my messages, again with no response. Any assistance you can provide to have Rivard Buick fulfill my request, I would be very appreciative. Thank you in advance for your assistance. ***** *******

  Business Response

  Date: 03/25/2025

  We have talked with the customer and got him all of his documentation 

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
   The morning that BBB forwarded my complaint to Rivard Buick, I received a response phone call from an assistant Director and my purchase documents were sent by email within 15 minutes. This action fully resolved my complaint and I am happy with the resolution, thank you very much. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/12/2024

  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 September 30th, 2023, we purchased a new 2024 GMC ****** 2500 HD 4-Wheel Drive Denali, with an amount financed of $104,606.08. Less than a month after the purchase, before the first payment was made, a manufacturing defect in the air conditioner left us without the vehicle for three months. We received the vehicle back in January 2024.We initiated a claim with ***, where the customer service experience was extremely disappointing. Despite submitting all required documentation on time, our refund request for the months without the vehicle was denied after more than six months of follow-up. This was due to the representative, *****, submitting the information late, which unfairly penalized us.When the air conditioner initially failed, we considered returning the vehicle but were assured that there would be no further manufacturing issues. However, the vehicle has since experienced additional manufacturing problems. Currently, Rivard Buick in ***** has had the vehicle for six days and has yet to provide a diagnosis. Despite residing in *******, we took the vehicle to Rivard Buick because we purchased it from *********** Buick provided a diagnosis indicating multiple issues:LEAK: FLUID LEAK DIAGNOSIS: The vehicle was found to be leaking from the front driver-side oil residue, with oil in the coolant reservoir, likely due to a failed oil cooler. We were advised not to drive the vehicle further. They also indicated that numerous parts need replacement but could not guarantee that the vehicle would not experience further issues due to its defective manufacturing. I would also like to make it clear that the only ones trying to help are the personnel on Orange Buick although they cannot do much since the vehicle was purchased at Rivard Buick.The service we have received from *** has been unacceptable. We would like a repurchase of the defective vehicle or a replacement because we do not want to have to pay out of pocket for damages coming from the manufacturer.

  Business Response

  Date: 11/26/2024

  We have the truck and are waiting on parts to fix it. A buy back is between the client and manufacturer not the dealer.

• Initial Complaint

  Date:11/05/2024

  Type:Billing 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.

  Date of transaction: 07/17/2024 Purchased 2024 GMC ****** 2500 Denali from Rivard Buick GMC in ***** Taxes and registration fees totaling ******* were finance into ** Financial agreement Dealership did not pay taxes or registration fees and will not provide a receipt or return any of my calls.

  Business Response

  Date: 11/06/2024

  We have been in contact with the client multiple times. Client is in breach of contact and not helpful at all to a situation he created. We are working through multiple avenues to remedy the situation. 

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22515709
  
  I am rejecting this response because: I spoke with sales *** at Rivard today and confirmed he has requested proof of paid tax receipt at least four times. If Rivard used the financed funds to pay the taxes they would have forwarded the receipt. It's that simple. 

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

  Business Response

  Date: 11/20/2024

  Situation has been handled

• Initial Complaint

  Date:10/04/2024

  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.

  In July, I took my 2014 GMC Acadia into the Rivard dealership because the truck wouldnt start. That was the only issue. The service department called a few days later indicating I needed a new starter for a little under one thousand dollars. I thought that was expensive but the diagnostic is already two hundred so I might as well do it. I picked my truck up on a Friday at closing. My truck didnt feel right, I just thought maybe it just needed to be driven, as I was driving out of the parking lot, the check engine light appeared. The next morning, I had an appointment but when I tried to pull out on the highway, my car stalled, it wouldnt accelerate while my foot was flooring the acceleration. All of a sudden my truck took off. I called the dealership immediately and told they need to fix whatever happened to my truck. They took my truck kept it three more days just to call me and tell me I need a transmission. No, I dont think so. The transmission was fine when it arrived. You did a diagnostic test and nothing was wrong with the transmission to begin with. My check engine light was not on. The truck was driven everyday without a problem. You touch it and now its sitting in my driveway worthless. You have the nerve to charge me to check it when you destroyed my truck. You have costs me so much wasted money and on top of that I had to replace the truck and now I have a car note. I did a review and someone responded asking me to email them and no one has contacted me about this issue. You know that you messed up my transmission and you wont accept fault. I want my truck fixed. I want you to be honest and admit you damaged my truck. All I want is my truck back the way I dropped it off to you. It drove without problems outside of the starter.

  Business Response

  Date: 10/21/2024

  When the vehicle was towed in to the dealership it did not start so we had no idea how the vehicle ran or drove. We diagnosed the concern of a no start condition as a faulty starter and the customer agreed to the repair. We replaced starter and the car started fine. We still had no idea of the trans problem as we did not drive the vehicle after the repair. The starter still works and the vehicle starts as designed. The transmission is a separate and non related problem. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22377015
  
  I am rejecting this response because: My truck was not towed to your dealership. I personally drove the truck, waited in line for April to come out and do the intake. As I sat in my truck you had two people out there offering new windshield repair since I had a little scratch on it. A woman with blonde stared and drove my truck to the back.  I also went inside as I waited for my husband to pick my daughter and I up. Please check your cameras before you falsely say incorrect statements. My complaint was that sometimes the truck hesitated to start but it always did. I am not here to lie on your dealership, I am not here with bad intentions. The truth is, my truck drove well. When I received my truck back , the check engine light came on and now my truck isnt working. Yes, I have a new starter, but your mechanics did something wrong and instead of admitting to it, they refuse to do whats right and figure what they did. No one is perfect and mistakes happen but your company didnt think about the lives that are impacted because you wont fix your error. I have extra responsibilities at home that having reliable transportation is necessary. Please dont say you didnt drive the truck. You drove it to the back, you drove back out front. When I got my truck back, it was a completely different sound and feel. Please understand this was my baby. I kept up all repairs, all oil changes, all transmission, tune up, car detailing. My point is, I kept it up and if it needed a transmission it would have been done, but it didnt need one. Its crystal clear that your facility dont care because you would have verified the details before you falsely typed them. You would have doubled, triple checked with your mechanics because, this is an expensive mistake. 
  

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

  Business Response

  Date: 10/22/2024

  When we started the truck the check engine light was not on and driving the vehicle on the lot is hardly driving the vehicle. We repaired what the vehicle came in for and did not cause other issues

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22377015
  
  
  I am rejecting this response because:

  Which is it, you said it came on a tow truck, it didn't. You said it wouldn't start, It did on its own. You said you didn't drive it, now driving it around on the lot isn't driving it. Your are correct about one thing though, " The check engine was not on" when it arrived.  Just be honest and say you don't want to admit your expensive mistake. I am done trying reason with you because clearly, you won't accept accountability nor responsibility for what your site caused. One thing I know, is what goes around comes right back around.  
  
  
  It's clear this company don't give a bleep.
  
  I'm not gonna beg you as the so-called representative or this dealership to right your wrongs.
  
  
  Things always work themselves out, and it will in this situation as well. 
  
  
  ****** ****
  
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  I bought a 2024 ********** and with in 160 miles it was bought into A *** dealership with a headlight flicker and and was told it can not be fixed because there is no fix at this time .The # PIT6203A came out in July from GMC .I bought my Canyon in August and never told about this problem . Because of the safety issue it can not be driven at night .I reached out to Rivard and GMC and nobody cares .I was not even given a loaner car . The truck is a lemon with no fix .

  Business Response

  Date: 09/16/2024

  This customers issue is between them and **. Unfortunately we are at the mercy of ** on this situation. We did make a call on his behalf for a rental car in which ** did approve. He has not made arrangements to do so. 

• Initial Complaint

  Date:09/16/2024

  Type:Sales and Advertising 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.

  Applied for credit by filling out a credit application on 09/15/2024 this dealership is fiduciary to my Trust they received my private information via their online program which allows consumers to open accounts they discriminate against me because I require them to follow the **** and Regulations Z laws for consumer credit transactions the consumer is the original creditor 15 USC 1602(g) also consumer has claims and defenses for corporations that violates our rights

  Business Response

  Date: 09/16/2024

  Made contact with customer working with him

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22288972
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/15/2024

  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.

  During a recent service visit to Rivard Buick GMC, I had the battery of my truck replaced. After the job was completed and I took my truck home, I discovered the battery cover was left on the ledge close to the windshield on the driver's side and a screwdriver was left in the ledge close to the radiator. When the hood was shut, it crushed the battery cover and left the hood slightly ajar at the top of the driver's side near the windshield. I told Rivard about the issue and they said they will replace the cover and fix the hood. On the day I took the truck back to Rivard a few weeks later I found out they still had not ordered the cover and would do it that day. They attempted to repair the hood and gave the truck back to me. The repair looked bad and noticeable and out of alignment. I told them this was not acceptable and they would have to fix it properly. This is horrible, I expect when I bring my vehicle in for service to get it back the way it was before. This is a fairly new GMC ****** 2500HD AT4 and I expect to look as beautiful as the day I got it and the day I took it in for service. I need Rivard Buick GMC to fix the damage which was caused by their shop. Most likely the hydraulic hood lift or the hinge needs to be replaced, not just loosen the screws, move the hood forward and give it back to me. This is unacceptable and a bad business practice. If no one knows how to put the hood back the way it was, then pay for someone else who knows how to fix it properly. I very upset and need a resolution.

  Business Response

  Date: 09/04/2024

  The customer was here yesterday and we installed the new cover. He will return on his next scheduled maintenance to repair the hood alignment. Confirmed this via phone this AM

• Initial Complaint

  Date:08/02/2024

  Type:Product 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.

  We purchased a 2016 Infiniti QX60 on 2/2/20 at Rivard Buick GMC. We financed through ***** and also added gap insurance at the time of purchase. We paid the vehicle off early, 8/2023. I received a letter from ***** stating that we were owed a refund from the dealer for the remainder of the gap insurance. I have called the finance manager at Rivard and left three voicemails and have also left a voicemail with accounting. No one has returned a single call. We would just like whatever refund we are owed from Rivard for the ************** I also called Zurich, who facilitates the ************* and they told me that the refund would come from the dealer.

  Business Response

  Date: 09/06/2024

  We were able to find the contract and cancel it. Refund is going out to the customer. Contact was also made with the client. 

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a 2022 Dodge RAM Limited only 2 days ago at Rivard, and although all pre-owned vehicles go through a rigorous inspection before been offered for sale, just one day after my purchase, while washing my "new" truck I've noticed all 4 tires were showing defect signs, where the rubber was cracking on the sidewall and even between the tread. I immediately called the sales person *************************** who was off that day and promised to get back to me the following day (today). Given the concern with the safety of my family and mine as well, I reached out to the tire manufacture, ***************** and after sending them pictures, within a couple of hours they replied confirming that the tires were defective and should be replaced right away. They even offered a pro-rated discount but still the repair/replacement of the defective tires will cost $827.94.I reached out once again to the sale person, ****** and explained all I had found out and that I would like the dealer to be held responsible for such a huge and serious mistake, not inspecting the truck properly putting my life at risk once they sold and delivered a truck with all 4 tires defective, to a customer that would drive the truck back home for about 400 miles!!! Unfortunately ******'s answer was that it was out of his hands, and advised me to call one of the dealership's sales manager, which I promptly did. The manager said he would check and give me a call back, but until now I have not heard from anyone. Important to say that I need the truck for daily drive and have a ***** mile trip planned where the truck is needed, thus I would need a solution ASAP. I would like to request BBB's help and support solving this issue.

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau:
  
  The dealer sent me a check for partial refund for the damaged tires. Issue was settled. Thank you for the help.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  I purchased a 2020 *** x7 on May 9 and i still havent received plates or registration i've contact the dealership over 10 times and i feel im getting the run around

  Business Response

  Date: 07/29/2024

  We will have our comptroller reach out to our customer to take care of his concerns.