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:04/22/2025

  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 brought my 2022 *** ****** AT4 to **** Black GMC for a transmission issue. This was on Friday March 28, 2025. My vehicle spent 3-4 days and the dealer could not "recreate the issue".A few weeks later, the issue was still occurring. I brought the vehicle back on ***, April 9. It then took until Tuesday, April 15 for them to diagnosis and identify the issue.I was told on Tuesday, April 15 that the part would arrive in 4 business days and my repair would be done early in the week of April 21. I was told on Monday the part had not arrived and then again on Tuesday. I call and find out that the part is not in stock, it is being manufactured, and that there is no time table on the repair. I was given a cheap rental vehicle, but am desperately in need of my truck, or another truck, as I have a lot going on in my life currently that depends on the truck. I was told ** policy can not get me access to the necessary vehicle that I need (as it is outside of the daily rental cost limite) and that there are no ways to expedite or give me an accurate repair timeline. I reached out to corporate *** and they were not able to help either, as they said these were all dealership related issues and all policies went through the dealer.

  Business Response

  Date: 04/30/2025

  The customers vehicle requires a replacement transmission control valve which is on national back order with no *** from ***************  The Team here at **** Black have escalated the part order to the highest level of urgency within the ** parts distribution system.  We have done all we can to secure the necessary repair part as quickly as possible.  The part remains on backorder with no ETA.
  **s policy regarding replacement transportation does not guarantee a like vehicle.  ** only guarantees transportation.  To that end, ** will only reimburse $42 per day for a rental vehicle.  The vehicle that Enterprise provided to the customer is the largest vehicle available for that rate.  **** Black has agreed to provide the customer with an SUV rental from the **** ********************** rental fleet once one is available.  We hope to have that vehicle available later this afternoon.
  We all empathize with our customers situation.  Unfortunately we are limited to the vehicle manufacturers availability for parts and policies regarding replacement transportation.

  Customer Answer

  Date: 04/30/2025

   
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/28/2024

  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.

  Bought a truck online. Went to sign the paperwork and then was told truck was already sold and tried to scam me into buying same truck for higher price.

  Business Response

  Date: 10/05/2024

  First of all, Mr ****** is a valued customer. Unfortunately, the confusion is due to our on-line, 3rd party self-service tool (attachments).  The truck Mr ****** selected on the web-site had been sold by our store in ** and was awaiting transport. We reached out to Mr ****** to try to rectify the situation. We offered a very similar truck with a higher MSRP for the same price to hopefully fix the situation. Unfortunately, some of the expectations set by the on-line tool could not be met. We are for sorry for the confusion and disappointment.

  Customer Answer

  Date: 10/05/2024

  Oh they reached out but the interest rate went from 8.2% to *****% this is a scam. 

  Business Response

  Date: 10/16/2024

  Message to the BBB on Saturday, October 5, 2024
  First of all, Mr ****** is a valued customer. Unfortunately, the confusion is due to our on-line, 3rd party self-service tool (attachments).  The truck Mr ****** selected on the web-site had been sold by our store in ** and was awaiting transport. We reached out to Mr ****** to try to rectify the situation. We offered a very similar truck with a higher MSRP for the same price to hopefully fix the situation. Unfortunately, some of the expectations set by the on-line tool could not be met. We are sorry for the confusion and disappointment.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22352506
  
  I am rejecting this response because: I was offered a 8.2% interest rate then to resolve the issue. They stated it was ***** interest rate. I have since bought a new vehicle from another company and they not only gave me a better value for my trade in. They gave me a different vehicle at a ********* lower price. I stick by the complaint that **** black in Kennesaw is scamming people.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 10/21/2024

  The on-line tool uses information / assumptions input by the customer (attachments), No one at **** ********************** made any offer to Mr ****** of APR or anything else on-line. **** Black makes no decision on credit; we only submit customer information and deal structure to the BANK(s) for any / all credit decisions. Mr ****** is free to have his opinion, but there was no transaction and there is no SCAM.

• Initial Complaint

  Date:03/04/2024

  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.

  Was in the process of purchasing a car through **** Black but did not go through with the purchase. During the process, we were required to sign privacy paperwork when indicated the dealership would protect all personal information that was provided to acquire a car. The dealership's sales representative sent a text message to our cell phone which included a photo of the buyers' agreement. The buyers' agreement included sensitive personally identifiable information. This document, which the sales representative text messaged a photo to us, included our driver's license number, name, address, email, and phone numbers. This is enough information for the sales representative to potentially expose our identity and contact institutions utilizing this information. We brought this to the attention of the sales manager and the sales representative. The sales manager asked what did we want him to do about it and he provided no additional resolution. I explained to him this was sensitive personally identifiable information and that it is concerning the representative would have this information stored as a photo on their cell phone. The representative did show us that he claimed to deleted the photo; however, there was no assurance that the process was completed. In addition, even though the photo may have been deleted there are ways to undo deleted photos. Also, how are we assured this information was not shared with other parties up through the time in which they may have deleted the photo, several hours had passed.

  Business Response

  Date: 03/08/2024

  Obtaining and protecting personal information is our top priority. Dealership personnel complete mandatory outsourced training on the handling and protection of personal information. The salesperson has been counseled on this particular circumstance. We have also used this scenario to coach and train our sales team.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21380594
  
  I am rejecting this response because: How does the dealership ensure that our sensitive personal information has not been compromised?  They trained the representative and staff; however they made us sign a privacy agreement that stated that our information is protected.  Taking a photo on a personal cell phone does not protect this information.  I want to know what more the dealership will do to ensure our information is not compromised as training does not resolve that part of the problem.  We can also report this to the ************************ as well. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/12/2024

  Carl Black Chevrolet Buick GMC, **** dba **** Black Kennesaw (CB) works diligently to comply with the ********************************** Act, the FTCs Privacy Rule and the Safeguards Rule.  CB maintains a comprehensive information security program containing administrative,technical, and physical safeguards insuring the security and confidentiality of customer information is protected against any anticipated threats or hazards to the security or integrity of such information and against unauthorized access to or use of such information that could result in substantial harm or inconvenience to any customer.
  
  ****************************** (Complainant) Complaint number ******** (the Complaint) states that CB sent a photo of the Retail Purchase Agreement to his or the prospective Co-Purchasers cell phone via a text message.  Although CBs sales person did not expressly identify the manner in which the Complainant or the Co-Purchaser desired for the Retail Purchase Agreement to be sent, it is important to note that the Retail Purchase Agreement was sent by CB at the request of the Complainant or the Co-Purchaser.    The Complainant does not allege any breach of the Complainants personal identifiable information and solely questions the security of sending the Retail Purchase Agreement via a picture over text and any associated saving of the picture.  CB performed a risk assessment and the Complainants personal identifiable information was deleted from CBs phone as outlined in the Complaint by the Complainant. The Complainants personal identifiable information was solely transmitted from CBs agents phone to the Complainants phone. CB mitigated the identified risk of the Complainants personal identifiable information being transmitted by deleting the information and diligently tried to satisfy the Complainant. 
  
  CB has determined that no further action is necessary and no release of the Complainants personal identifiable information has been released to anyone other than the Complainant. Any further communication related to the matter should be directed to counsel for Carl Black Chevrolet Buick GMC, **** dba **** Black Kennesaw, ******* Law LLC, ******* *********************** (**********************************************).
  

• Initial Complaint

  Date:09/12/2023

  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.

  Chevrolet suburban 2022 purchase on April 25th 2023 business name **************************. 2 weeks after purchasing vehicle my onstar module went out however I was unaware. I just knew my Gps was working. I brought it in to for regular maintenance. I explain to mechanic **** that my GPS was not working. He said my trial period had ended and that I needed to contact ******. However I new the trial hadnt ended because it was less than 90 days and they had gave me in extended trial. Netherless I called onstar they advised me that they haven't had any communication or response from my vehicle since May 19 which was 2 weeks after I purchased vehicle. Which was still under factory warranty. I shouldn't be responsible for repairing fees because the module was out before the factory warranty expired I had already reported the problem bit I had to wait entire month to get another appointment with **** Black electrician to diagnose that the module is not working. The factory warranty had expired However I paid for extended platinum warranty only to find out the day I tried to use it for the repair of the module it was a $500 deductible which I was unaware of ****** in finance department failed to mention that to me when I purchased warranty and she apologized for not mentioning it. And the repair for the module was less than $500 so it didnt even make sense to use extended warranty. However I canceled the extend warranty due to the lack of communication and was told I would receive a full refund. However the refund was prorated. I never use the warranty and I was mislead when purchasing warranty. Also I have documents from Onstar stating no communication from vehicle since May 2023 I still havent received repair because they they said the part is on back order. This has put me in danger without onstar working I needed emergency roadside assistance and onstar wasnt able to track location I need repairs and full refund of extended warranty.

  Business Response

  Date: 09/13/2023

  Customer selected / purchased a vehicle service contract with a $500 deductible on 4/24/23. 8/29/23 the customer cancelled the vehicle service contract and the *** policy. 9/5/23 the prorated (based on days of coverage) refund amount was sent to the lienholder. Unfortunately, the needed onstar module is on national back-order with no ETA. As the service manager committed, when the onstar module comes in we will work with GM to get an exception to cover the cost of the failed module.

• Initial Complaint

  Date:08/28/2023

  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 was charged for additional products/services that per the ********** goes on every new vehicle on the lot before they r even put upfront for sale."These additional charges were for cleaning products for my Yukon XL from a 3rd party company. I never requested to buy the products nor was I advised I was being charged $998 for them. The fee was worked into my purchase and not clearly discussed or relayed.

  Business Response

  Date: 09/02/2023

  ***** interior / exterior protection products are applied to new cars and trucks as part of the pre-delivery inspection process before they are displayed for sale on our lots. The additional products / accessories and charges are listed on the product / accessory addendum adjacent to manufacturers window sticker. Additional products and accessories are also listed / disclosed on line 4 of the retail purchase agreement (as seen on the customers attachment from the January 2022 transaction). 

  Customer Answer

  Date: 09/04/2023

  The salesman that I had NEVER mentioned this and advised it was part of the "maintenance" plan. He never advised that I was paying $998 for cleaning products. It is also NOT fully explained as to what the charge is. The charge should be a separate line item and NOT listed beside a BrakePlus feature that was added. It has nothing to do with vehicle maintenance NOR the braking system and therefore should be FULLY DISCLOSED IN DETAILED WRITING ON THE ***** AGREEMENT.

  Business Response

  Date: 09/13/2023

  Accessories / adds to the vehicle are listed / disclosed on line 4 of the purchase agreement (as seen on the purchase agreement attached by the customer). The ***** protection products that are applied to the vehicle are separate and not part of the maintenance plan. Any accessories / adds to the vehicle are listed / disclosed on the window addendum, proposal worksheet, and line 4 of the actual purchase agreement. ***** exterior protection is a great product, since you have owned your car for approximately 18 months we will reapply ***** exterior protection to your car at no charge to ensure you continue to protection your cars finish.

• Initial Complaint

  Date:01/31/2023

  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.

  **** Black replaced the fuel pump which I didn't ask to be replaced and they want to charge me for it and car rental On Nov 6, 2022 I got my car 2021 GMC Yukon towed to **** Black because it has stopped in middle of the street.On Nov, 7 I received a call from Mr. ***** and he informed me that they received my car and the technician will start the diagnostic and will inform me about it, I said I'll come to meet you next day.On Nov 8 I met Mr. ***** and explained to him all car history as details below:- the car was in an accident.- GMC Capital replaced the rock and pinion with the module but they could not solve the problem.- there is ground wire lose that causes the problem that every time I drive on humps or uneven road the car will turn off by itself. He said: we will replace the fuel pump as the car under warranty and we'll rent a car for you and GM is going to cover all costs, and it will take three to four week as the fuel pump in back order, I repeated, the problem is not fuel pump, the problem related to ground wiring lose.On Dec, 13 I received a call from ***** telling me the car is ready, when my wife went to get it, he apologized to her and said when we were getting the car ready for you and it suddenly turned off that means we can't give you the car "now I know what ******** is talking about" he said.On Jan, 11, 2023 I received a call from ***** saying that, they found the lose wire.But they will not cover the car rent which they offered it to me so I have to pay $3150 just for rent My concern is that: I didn't ask to replace the fuel pump, and they didn't listen to me So I am ready to pay for the damage repair which $1170 and will not pay for anything else caused by replacement I didn't ask for and the car rental.

  Business Response

  Date: 02/06/2023

  11.07.2022 - The vehicle was towed in and with the keys left in a night drop envelope.  11.08.2022 ************ came to the dealership to discuss the vehicle concerns which were documented on the original repair order (attached).  The repair order was verified and signed by *************  The Repair Order ************ signed states that Car Black is not a party to any Manufacturer's warranty on parts or services contained within the order.  Further the Repair Order clearly states in all capitals THE DEALER HEREBY EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED.  INCLUDING ANY IMPLIED WARRANTY OF MERCHANTIBILITY OR FITNESS FOR A PARTICULAR PURPOSE WITH RESPECT TO ANY PARTS, LABOR OR DIAGNOSTIC SERVICES FURNISHED UNDER the Repair Order.  ************ did not mention an accident during the conversation with the **** Black Service Advisor at that time.  The Advisor let ************ know that the vehicle was still covered by the New Vehicle Warranty and as such, the required repairs may be covered by **************.  A conversation ensued regarding the need for a replacement vehicle.   The Advisor again let ************ know that GM does cover the cost of a replacement vehicle for warranty repairs and a rental vehicle was arranged. 

    The vehicle was dispatched to a technician.  The technician used the troubleshooting flow chart and diagnostic tools provided by GM to determine that the vehicle had high speed data communication issues.  The communication path was interrupted.  Based on the test data he gathered and the troubleshooting flow chart, data loss was occuring at the fuel pump control module.  A new fuel pump control module was ordered.  The module went on extended backorder due to supply chain issues but was finally received 11.25.2022.  The module was installed and testing to confirm the repair began 11.30.2022.  The new module installed did not remedy the issue.  Our technician continued with the troubleshooting flow chart until he identified the next location for communication data loss which was a separate control module.  During his inspection, the technician noticed what appeared to be evidence of body repair. The second module was ordered 12.12.2022 and installed *****.2022.  During the installation, the tech noticed clear evidence of body damage.  At 12:57 pm on *****, the Service Advisor placed a call to the customer inquiring about body damage.  During the conversation, the customer admitted that the vehicle had body damage to the front - in the area where the module that was replaced was located.  At 14:03 on *****, the customer sent our Service Advisor a text listing the body components replaced (copy attached).  It was at this time that we advised the customer that the repairs and the associated expenses may not be warrantable.  The ********* **** Act requires that proof be present that a failure is not related to materials or workmanship before warranty can be denied.  We did not have proof at this point other than proximity, but the data loss appeared to be in the area that was repaired.

    The second module did not correct the concern.  At this point, our technician contacted and engaged ************** Technical Assistance.  The Engineers at Technical Assistance reviewed the technicians data and work to this point.  TAC confirmed the technicians work and it was determined that a ***** Service Engineer needed to be dispatched to assist.  The ************** ***** Service Engineer was onsite January 10th and inspected the vehicle with our technician and determined that yet a third module was likely the culprit.  That module was ordered and installed on ***** but did not solve the communication issues.  At this point, the troubleshooting flow chart directed my technicians to begin tracing wiring looking for damage to wiring and or connectors.  It was during this process that the ultimate culprit was found.  The vehicle had not been properly grounded as part of the body repairs.  We ************ into **************** to show him and to confirm with him that this was not a warrantable situation at all.  There was no defect in materials or workmanship on GM's part.  The vehicle had not been repaired properly previously as part of collision repair.  We confirmed with ************ at that point the burden of expense to this point would be his to include parts, labor, rental and tax for the repair work done up to this point and we provided an estimate to repair the faulty ground.

    Since then, ************ has attempted to mitigate the expense through negotiation.  **** Black ultimately offered the following:  ************ does not owe **** Black anything for the diagnostic work, nor the parts installed during the process.  His total invoice with **** Black is $0.  The vehicle still needs to be repaired.  **** Black has no interest in continuing our business relationship with this person and as such, ************ has been asked to have his vehicle removed from our property.  ************ owes the ***************** the full and total balance for the rental vehicle he requested while his vehicle was being diagnosed.  

  Customer Answer

  Date: 02/09/2023

  On Nov 8, 2022, I met **************** and mentioned clearly to him that the car has been in an accident. It was fixed but still there is steering problem, i towed the car yo ***********, the car was repaired, and they replaced rack and pinion. But unfortunately, the problem was not resolved properly. and I asked ****************, if **** black would take work after *********** and he said yes, I informed him with what *********** had replaced and explained to him that the problem is (there is ground connection lose) I noted this because the car turns off when it comes upon a speed hump or uneven roads. 

  
  After the diagnosis, **************** ignored what I have said about the problem and insisted to change the fuel pump. Therefore he said that ** will cover all costs, and offer me a rental car that would be covered by ** as well.
  
  *************** is claiming that he called me on December 13th 2022 and informed me that they found clear evidence of body damage during the installation. But this is a total nonsense. 
  
  What truly happened on December 13th.. 
  **************** called me to inform me that the car was ready! I was at work and couldnt pick it up personally, so I asked my wife to go to get the car. 
  My wife says:
  My husband called me around noon time on 12.13.2022 asking me to get the car from **** black as it was fixed and ready. I had the rented car so I got it ready for return, I parked at the side door and went inside to see ****************..
  He said: "The car is ready I will go get it for you."
  When he came, he said "As I was driving the car here I noticed that the car still had the same problem and the issue was not solved. Now I know what your husband was talking about. 
  ******************************* IS TRYING TO HIDE THE ***** BY NOT MENTIONING THIS INCIDENT. 
  They claim they informed me on 12.13.2022 that the repair is not covered by the ** warranty, neither is the rental car. 
  I REQUEST PROOF OF THAT!

  
  ******************************* did what the troubleshooting showed and didn't listen or believe what I informed them about the problem and solution. They wanted to get benefits from the ** extended warranty, so they replaced the fuel pump and fuel pump module as ** will covered the expenses, although replacing them was not necessary. 
  After they have found out the validity of what I said, they tried to hold me responsible for paying the costs by accusing me for not telling them that the car was in accident. 
  If they are so confident with what they are saying I challenge **** Black to Share phone call records and camera video records with me and BBB to reveal the truth.
  
  I request from **** Black: 
  1.To repair the car.
  2.Pay all expenses (Car rental and others)
  3.A written apology for Racism committed by ***** the maintenance manager as he told me in a mean way   :"I don't believe you."

  Business Response

  Date: 02/24/2023

  To reiterate **** Black's position.  Proper diagnostic procedures were followed to identify the source of the customers complaint without knowing the vehicle had been in an accident.   This was verified and confirmed by a ******************** Service Engineer who came on site to assist Car Black technicians in the diagnostic process. 

    Ultimately the source of the failure is accident related which eliminates any participation from ************** Warranty in the repair expense.  No repair labor or parts were billed to **************.  The only expense billed to ************** on this repair order was a recall procedure performed at GM direction.  Warranty fraud is a serious offense and **** Black will not participate in warranty fraud initiated by GM vehicle owners or employees with ill intent.   

    It is our opinion that the unnamed third party collision repair shop that repaired the body damage from the accident is liable for the needed repairs and related expenses.  After all, they were tasked with repairing the collision damage. 

    ******************************* has no interest in pursuing a business relationship with the owner of this vehicle.  The vehicle has been ready to be picked up for over 30 days.  It is our intention to have the vehicle removed from our property by a licensed towing and storage firm pursuant to the GA *************** Vehicle Act.  We will delay this action for an additional 7 days to provide the owner time to remove the vehicle from our property.  As stated in the earlier communication, **** Black is paying the parts and labor expenses accrued to the point.  The amount due **** Black at pick up is $0 to the owner (and GM).  The expense for use of a rental vehicle is the owner's responsibility.

  Customer Answer

  Date: 03/02/2023

  When I first visited *******************************, I informed ****** of the accident and made it clear that the car's issue was a loose ground wire. However, you were trying to defraud GM and I, and ignored what I said. If you are confident in what you are doing, share the camera and phone call records with us. I'm confident that you won't share it because you risk being exposed. 
  
  How do we know that the **** Black staff is lying?  
  First they claimed to have learned of the accident on December 13, 2022!!! They are now claiming that it was noticed by a GM field engineer, and according to ******, who told me that GM engineer was scheduled to visit after the new year. 
  
  When I went to pick up my car from ******************************* on February 28, 2023, I discovered that they had damaged it. Previously, on November 8, when I had been towing my car, it was cranking but would not start. At this point, it does not crank or start. I had my car towed to a much better GM dealer, and once it is fixed I would exercise my legal rights. 
  
  I demand from **** black for the following reparations :
  
  
  - As the rental request was sent by **** Black, I demand **** black to pay the car rental expenses to Enterprises.
  - Im seeking a compensation for NO LESS than $20,000 US dollars from **** black for the delay of 4 months, the amount of mental pressure they put me in, and the damage they have caused.

  Business Response

  Date: 03/09/2023

  The vehicle was towed from **** Black.  The owner was not charged for any of the labor time nor the parts installed on the vehicle.  The rental expense is the owners responsiblity.  This concludes our business interaction and brings the matter to a close in our view. 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18955445
  
  I am rejecting this response because:

  They do not have the right to dismiss the case without fully repairing the car and the damage they have caused. I had to cancel my vacation because of the delay in the car repair, which resulted in both financial and moral losses. Therefore as a result after 4 months of waiting the cars problem is not resolved, and it now has more damages needed for repair than when I first took it to **** black! 
  **** black offered me a rental car until the car is repaired. I did not request it, therefore I am not accountable for it. 
  A compensation claim for all damages, delays, and unfair treatment that is less than $20,000 will not be accepted by me.

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

  Business Response

  Date: 03/14/2023

  The vehicle owner will be contacted directly to resolve the matter satisfactorily.

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 18955445
  
  I am rejecting this response because:

  They had their attorney call me but gave him a wrong number! He then emailed me for the correct number and called me repeating the same things they have been saying! He called and explained their offer, and as I was telling him what had happened, how I felt about it, and what I needed from them, he disconnected the call without even bothering to listen or let me finish my sentence! This is very disrespectful!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/01/2022

  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.

  I bought a Yukon XL Denali from **** Black GMC (Kennesaw, GA) on Saturday 10/15.Before purchasing, I asked several times whether adaptive cruise control and enhanced emergency brake were installed, and I received an answer that the vehicle I was planning to purchase was equipped as a standard feature. After purchasing the vehicle, I tried to use the adaptive cruise control on the highway, but it didn't work. I immediately called the dealership and informed them of this. They said I didn't know how to use it, and offered to teach me, and I went right back to the dealership. When they tested my car, the adaptive cruise control didn't work and they advised me to fix it. It was Saturday afternoon and the service center was closed, and they made a reservation at the service center where I live (**********, *******). They told me not to worry, it's a simple problem and can be fixed right away with a software update. - Out of concern, I asked them many times if my car had adaptive cruise control. They replied that it was, of course, installed. On Monday (10/17), I took the car to a service center (**********, *******) for repair and got it back the next day. But still the adaptive cruise control didn't work, so I contacted the dealership again. The dealership got me an unbelievable reply that your car wasn't originally equipped with adaptive cruise control. And they (the dealership) said they couldn't do anything more because the contract was completed. They just gave me a phone number to contact ************** directly and find a solution. I called ************** directly and talked about the above, and GM directly called the dealership and said that I would make a complaint, and I got a call from GM three days later. GM complained to the dealership, but the dealership decided not to respond to the case, so ************** said there was nothing more they could do for us. After that, I called and texted the dealership, but for two weeks they did not respond at all.

  Business Response

  Date: 11/08/2022

  We agree that the vehicle does not have the options / features that the customer believed it to have. We understand that there has been misunderstanding / miscommunication. We have contacted our customer and offered several options for resolution including a full refund. After several communications (customer prefers texts) we have not heard back from our customer.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18341882
  
  I am rejecting this response because:

  I spoke to *****, sales manager at **** Black Kennesaw.
  He only offered me a full refund. I said I could not accept the offer.
  And I offered him two options.
  1. Full refund + additional costs incurred up to the purchase of a new car. (rental car, APR, etc.)
  Or
  2. Exchange with a vehicle of the same class or higher equipped with adaptive cruise control and enhanced automatic emergency brake.(If there is no vehicle in the dealership, I can wait after ordering)
  

  For number 2, he agreed, and we reached an agreement. I asked him to send the agreement in a formal document, but he immediately changed his mind. A text message related to this is attached.
  I can't trust them anymore.
  
  Sincerely,
  
  Sang Il Nam

  Business Response

  Date: 11/14/2022

  We will refund 100% of the customers money, and return his trade to him, or we'll keep the trade and pay him the trade amount.

  There are no vehicles available with adaptive cruise, so we will order one with that feature and give him full credit 100% toward that transaction when it comes in (approx 4 months).

  These are the things we can do at the dealership level. The customer is asking the dealership to agree / guarantee things we do NOT control. Banks control APR, Manufacturers control MSRP.

   

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18341882
  
  I am rejecting this response because:

  If I accept the offer offered by the dealership, I cannot accept their offer because it will result in a financial loss to me.

  
  1. Vehicle rental costs from the time the vehicle is refunded to the time of purchasing a new vehicle
  - They say they give me back my trade, but I don't think common sense is right. Currently, my vehicle is a Yukon XL Denali, so I think a vehicle of the same class should be rented.
  2. If I purchase a vehicle with the refunded cost, I will have to pay a higher tax than when you trade in.
  3. Adaptive cruise control cost
  4. Costs incurred until the vehicle is delivered

  The dealership's negligence caused damage to me, and if they follow their suggestions, I will have to bear additional financial loss. That is why I cannot accept the offer from the dealership.

  Sincerely,
  
  Sang Il Nam

• Initial Complaint

  Date:10/07/2022

  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 received a mailer with coupons for service from **** Black GMC a couple weeks ago. All the coupons indicate they are for service on my GMC Terrain with the proper VIN on each one. The coupon in question is one for a synthetic oil change with oil filter change for the price of $14.95 for up to 5 quarts of oil. My GMC takes 6 quarts. A week ago I talked to the **** Black service department and the person told me the coupon doesn't apply and I would have to pay around $79.95 for the service. This offer sent to me in the mail was a bait and switch attempt. The offer specifically by *** says the deal is for my GMC Terrain. I have been electronically been communicating with this dealership but they are avoiding the issue I am having.

  Business Response

  Date: 10/17/2022

  The customer was contacted and offered a no cost oil change and tire rotation.  The customer was appreciative that we contacted him but informed us that he had already serviced his vehicle himself.  We apologized for the confusion and sent him a no cost oil change service coupon in the mail.

   

  Customer Answer

  Date: 10/17/2022

   
  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.
  
  Sincerely,
  
  ***************************