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:01/02/2024

  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.

  My sunroof was leaking and not shutting properly. A diagnostic test was done and the motor was not functioning. In a month, my sunroof leaked again. The weather stripping is bad, the mechanics worked on my car for 6 hours apparently didn't notice the weather stripping issue. I took it back they blamed the problem on something falling on weather stripping. It's November in Illinois, not sunroof opening weather. Also I'm too afraid to use the sunroof now. I paid 1500 dollars for first repair, mainly labor. Now it is 1600 dollars or more to replace weather stripping. I explained that I never opened the sunroof so the defect was there during the time the repaired first problem. It's just lousy because both times parts took over a week to get to dealer. I missed some opportunities to work because it was raining. I would think it would be a cheaper fix if they caught it the first time. Their excuse is we didn't know it was leaking, what kind of diagnostic did they do? Of course they told me I need a tune up and for another grand they could do it. I'm making this complaint because I feel they are poor mechanics there. Or they just wanted more money. ??

  Business Response

  Date: 01/17/2024

  We have reached out to our customer. We were not able to leave a voice message in order to set up an appointment to discuss resolution.  Please email ************************* to list times available to meet.

  Thanks

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

  Vice President

• Initial Complaint

  Date:11/10/2023

  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 purchased my car on September 28th or 29th the day I got it no light was on. Within the first week the tire sensor light came on. I set an appointment on Oct. 23, 2023 for it to be looked at on Oct. 24, 2023. When I got to the appointment the person I spoke to told me I would have to come back because someone by the name of ******** wasnt there, and is the person that handles that. After that I got the run around for another week before I actually spoke to ******** after my second appointment which it was supposed to get fixed again on November 4, 2023. When I spoke to him he told me I needed to get in contact with my sales person which was *********************. When I finally spoke to ***** he said that he had to speak to his manager but he highly doubt it would get approved to be fixed because I had the car for three months which I have not. I have only had the car a month at this point, and I originally reached out it was before my thirty *********** were giving me the run around to buy time I guess. I finally speak the manager myself on November 10, 2023 and he said he was not doing anything for free for me even though it well within my right. He was rude and was yelling as though I was wrong for wanting something fixed that I did not cause.

  Business Response

  Date: 11/14/2023

  Thank you for bringing this matter to our attention.  We value all of our sales and service customers.  In this situation, the mgt did communicate with **************** that Cardinal would split the cost of the **** sensor repair.  Please let us know if you would like to proceed with this offer.

   

  Thanks

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

  Customer Answer

  Date: 11/15/2023

  Complaint: 20854246
  
  I am rejecting this response because:
  
  When speaking with *********************, vehicle services, and ******** they were all mentioning the timeline of when I got the vehicle, which like I explained I had not had the car for even a month at the time. ***** also mentioned that if I contacted them within the right amonunt of time, which I did, then things could be done. ***** was explaining that I waited too long when I did not. Then thats when he finally actually got in touch with his manager *****************************, which was something that was already supposed to had been done. But when speaking with ***************************** he said he was only informed on the situation 15 minutes ago when I been dealing with it for 2 weeks at that point. Then thinking ** finally having some relief on the situation his only concern was that he was saying Im not getting the job done for free. So yes he did offer to do it half price but its not about a free job its about what I was lead to believe which was that if I called about it within my 30 days it could be taken care of, and I did that. Im not trying to just get something free, had I not done what I was instructed I completely would take fault. But I am not at fault in this situation but yet I was treated like I was. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/16/2023

  Thank you for your response.  If you would like Cardinal Buick GMC to perform the **** sensor repair.  Your portion of the cost will be $240.  Let us know and we will order.

  Sincerely

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

  Customer Answer

  Date: 11/19/2023

  Complaint: 20854246
  
  I am rejecting this response because: I am not bargaining the price when I did everything I was instructed. I did not cause the issue. I informed you all in the proper amount of time. 
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/04/2023

  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 had the truck for over a year and with in the third month of owning the truck. The engine blew and it took me a while to repaired the truck, I was informed the that the truck was modified and it was never disclosed to me what the meant by these different dealer nor was I informed by the dealer who sold me the truck, that the truck was modified. I contacted the dealership of where I purchased the truck and they blocked my number and they would not return my calls. This is 2021 Dodge Ram TRX truck worth $100,000 and I should not even be going through this. All the warranty has been voided because of the modifications. I would like my truck repaired.

  Business Response

  Date: 10/05/2023

  The vehicle was not sold with modifications. If the the repairs are not being covered it is because of any modifications after the sale or the customer mistreated the vehicle .  ********************** does not block calls.  There were no issues with the vehicle when it was sold.

  Thanks

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

• Initial Complaint

  Date:09/21/2023

  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.

  Purchased the 2019 truck 7/28/23. Prior to purchase I was provided the Cardinal Buick GMC Automobile Status Report (attached). Per the report the tires were inspected & in good condition. The tires had been rotated, aligned and had the sensors repaired. This work provides that the Dealership had direct knowledge that the tires on the truck were over 8 years old. Twice the age of the truck. These tires are mounted with the label on the inside, so it would be virtually impossible to see the date stamp without putting the truck up on a lift or crawling under the truck. I did crawl under the truck at my home and took pictures of each tire date stamp to provided to Cardinal Buick GMC, as they requested, but the picture jpgs are too large to attach to your complaint system. I brought this information to the ****************** manager, my sales person and finance manager's attention. The finance manager offered an acceptable resolution and indicated he would need to speak with the general manager. It has been over 2 weeks and I'm not getting a response from anyone at the Dealership. Maybe you can help?Is it against the law to present old vehicle parts as new or newer, sell defective vehicle parts and mislead a potential buyer purposefully?Do I have any other recourse but to file a lawsuit?If the legality questions are unknown, we certainly know the this is an extremally unethical practice.If you need more documentation I most likely have it.Thanks!

  Business Response

  Date: 09/28/2023

  Thank you for bringing this matter to our attention.  We have been in communication with our customer and have requested that he bring in the vehicle to inpect.  However, this has not happened.  The customer purchased the pre owned vehicle as equipped.   No promises or "we owe" work was promised to the customer.  If the customer would like for any repairs or replacement of tires, etc., any work performed will be at the expense of the customer.  

  Thanks 

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

  Vice President

  Customer Answer

  Date: 09/29/2023

  Complaint: 20637006
  
  I am rejecting this response because: The statement that I was offered the opportunity to go to the dealership to review and resolve my concerns is false. An offer was made to share the cost to replace the tires and share the cost 50% but our finance person indicated this resolution would need to be reviewed with the general manager. I have not heard back from the dealership to date. The service manager indicated "it is not against the law" to sell 8 year old dry rotting tires on a four year old vehicle. The fact that they presented the tires in good condition on the prepurchase agreement is fraudulent. They had performed significant work to the tires i.e. alignment and pressure sensor repair which is a clear indicator that they were aware the tires were 8 years old. All tire dates were turned inside so they could not be easily viewed at the time of purchase. 

  I'm not an auto mechanic so when I go to purchase a vehicle there is a certain level of trust placed in the people I'm dealing with.  It is the unethical betrayal of this trust and the fact that these tires are in such condition that there are safety concerns regarding leaving them on my truck that has me filing a complaint. Again, I was willing to share 50% of the cost to replace the tires but it seems that the leadership of this company does not consider customer relationship a priority.

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

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

  Business Response

  Date: 10/04/2023

  We will need to inspect the tires, however, the vehicle was purchased  "as equipped".  We have requested that the customer bring the vehicle in to see the tires, this has not been done.  The purchase was made at the end of July '23 and this matter should have been brought up prior to purchasing the vehicle.  Costs for replacing tires will be at the customers expense.  If the customer elects to purchase tires through ********************, the cost will be at the dealer cost.  Please let us know if this is an option that *********** would like to proceed with.

  Sincerely

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

• Initial Complaint

  Date:08/17/2023

  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.

  On 12 August 24 I purchased a 2024 Buick GX from Cardinal Buick GMC. On Monday I couldn't fine the paperwork. I send ****** a text To ask him about it. He told me I had it. Yesterday I found the paperwork. I was furious the 24,000. plus car went to over 28,000. plus. They charged me for stuff I told them I DIDN'T want. I didn't want new car replacement or Service contract. Then to top it off 347.00 Just to do the paper work. I want that money taken off the contract.

  Business Response

  Date: 08/18/2023

  Thank you for bringing  this matter to our attention.  Cardinal Buick GMC strives for a truly exceptional experience with all of our customers.  I've attached acknowledgement from *** ****** for the finance products he elected to purchase.  If he would like to cancel those products, he will need to come to the dealership and cancel those prioducts.  The funds will be reimbursed to the loan balance with the bank.

  Thanks

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

  Vice President

• Initial Complaint

  Date:06/26/2023

  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 traded in my old vehicle and purchased a brand new 2022 Denali in August 2022 with a down payment of $71,500. At the beginning of June 2023 I received my vehicle and I saw there were scratches at the top of the vehicle. I was told it was damaged during the delivery. The manager said he would take care of it and call me when the vehicle was ready. A few days later they said the vehicle was ready and I inspected it again and still saw scratches. I told him about the scratches I saw and all they said was at least it wasn't in a really visible spot and they did the best they could do. I went to Buick on Page in St Louis and they said I could trade it in, but I will have to pay for damages. I went back to the Buick I purchased the vehicle from and told him about my conversation at the other Buick on Page in St Louis. I told them I shouldn't have to pay for damages they've done in order to receive a different vehicle. The manager said they would try one more time to fix the scratches or I could get a lawyer.

  Business Response

  Date: 06/26/2023

  Thank you for bringing this matter to our attention.  I spoke to Mr. Williams and he will be coming by this afternoon on 6/26 to inspect the repair of scratches or dent caused by transportation of the vehicle.

  Sincerely

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

• Initial Complaint

  Date:06/16/2023

  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.

  We went to the dealership Cardinal Buick year ago they sold us a 2019 Ford escape they told us come back in a year and we would be able to trade that car off on a new car went back there a year later they sold us the escape for $31,000 when we went back to trade it off for a different vehicle they only offer does $12,000 how can a car in one year lose that much value we feel that we have been lied to and would like your help to resolve this issue We have made several attempts to talk to management of some sort but no response sincerely *******

  Business Response

  Date: 07/05/2023

  Thank you for bringing this matter to our attention.  In response to the complaint, it should be noted that vehicles unfortunately depreciate over time, some more than others. Cardinal Buick GMC cannot guarantee the future values of a vehicles depreciation .  Our records indicate that the '19 Ford Escape's sale price was $23,777.   Furthermore, banks determine the financing terms and those terms are definetly different than they were a year ago.  If this customer would like to explore trading out of the vehicle, we can explore those options.   I've attached the the May 30th proposal that was presented to the customer to trade out.  It appears that we offered $15,426 as a trade in value.

  Thank you 

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

  Customer Answer

  Date: 07/05/2023

  Complaint: ********
  
  I am rejecting this response because:  It is not true what the business is saying.  We purchased that vehicle for $31,000.00.  The only reason we purchased the vehicle were informed that little cars hold their value.  I have reached out to the business a few times and they have not responded back to us.  When we attempted to trade in the car the car value was $12,000.00 trade in value.  The car still looks brand new and it still smells brand new.  I just wish they would answer their phone and make this right.  I have purchased vehicles from them before.  We feel we have been lied to and taken advantage of.  
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/06/2023

  Please see attached purchase order that shows the sale price of the vehicle of $23,777.  Perhaps the customer is looking at the amount financed?   I've also included examples of where we have attempted to reach out to the customer.   In my intial response yesterday, I included the proposal that was presented to the customer on 5/30. In the proposal we allowed $15,000 for their trade in.  We are a reputable business and do not force customers to purchase vehicles with us referencing "taking advantage of" accusation.  As stated, all vehicles depreciate.... some more than others.  If the customer is interested in pursuing the proposal presented on 5/30.  Please let us know.  I can be reached at ************. 

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

  Vice President

• Initial Complaint

  Date:03/27/2023

  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 bought the car a year ago and I took it back because the rear end bounces and I was told it was fixed but it wasn't. I talked to a mechanic and he said the issue is not with the type of air used in the tire but that its a rear end problem or a suspension problem. I bought it in to Cardinal and they told me they would not fix it and that I need to have it fixed thru my warranty but I would still be responsible for the deductible but my deductible Cardinal needs to pay this because the issue was present when I bought the car.

  Business Response

  Date: 03/27/2023

  Thank you for bringing this matter to our attention.  Cardinal Buick GMC is not responsible for a customers insurance deductible if they choose to have a claim opened.  Cardinal Buick GMC has not seen this vehicle since July '22 when the repair order was closed.   If the customer would like Cardinal Buick GMC to perform any service on the vehicle, we can perform those services at a discounted rate to help out the customer.

  If the customer would like to trade out of the vehicle, Cardinal Buick GMC can explore that option.  There is no guarantee of financing or future payment staying the same.

  Sincerely

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

  Vice President

• Initial Complaint

  Date:03/21/2023

  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 the vehicle in September 2022, and the truck was fine, brand new 2022 GMC Sierra. Within 4 months of having the truck it started to experience issues with sensor warnings coming on inside the truck. Then a few weeks later the check engine light came on inside the truck, RIGHT AT 12,000 miles. We called the dealership on February 7th, 2023 to inform them about the issues with our ruck, they stated to us that we could no longer drive the vehicle and it must be towed to the dealership immediately. The dealership sent out a tow truck and informed us that they would call when the vehicle was delivered to the dealership. No one called us, we had to call them and ensure that it was received. They did not call us with any updates on our vehicle. Moved to March 7th, 2023 and we reached out to them inquiring about any updates. They told us that the part was not available and there was no ETA on when the part was going to be available seeing that it was a newer vehicle and the part wasn't even created yet... They said in about another 3 weeks the should know something about the part. After doing our research we began speaking to them about the Lemon laws in our state in regards to buying the vehicle back seeing that it had been sitting for over 30 days... and immediately they began to pass us around from the service manager, GMC, to the financing department to now no one knowing anything about our issues. We waited a few more days and they called us stating that now they found the part for our vehicle and serviced it and gave it back to us. Our concern is will this happen again and how the customer service handled our needs. No one really took the time to understand our inconvenience and the issues it presented for us. We asked them to buy the car back because we do not want to get stuck with this issue again, they stated that GMC said it's over 12,000 miles and nothing they could do. Cardinal Buick isn't really assisting with help either to get us out of this car

  Business Response

  Date: 03/21/2023

  Thank you for bringing this matter to our attention.  We value all of our customers at Cardinal Buick GMC.  We are sympathetic toward the mechanical issues that our customer is facing with their new truck.  It is a frustrating circumstance with parts availability within the General Motor's supply chain. As a franchise dealership, we have to work within the framework of the service recommendation from General Motors for the repair and resolution of the vehicle problem.  During this period of parts delay, Cardinal Buick GMC provided alternative transportation to our customer until a part was found and the service repair was performed and completed. One cannot say that this vehicle will not have any further issues as every vehicle is different and there are no gaurantees from the manufacturer.  If our customer would like to meet to review options that General Motors has expressed to us as a goodwill gesture, please let me know when we can meet.  Unfortunately, a "buy back" was not an option that cannot be pursued according the current miles of the vehicle.  If our customer would like to contact General Motors directly, they are more than welcome to do so.  We would be happy to provide any service records to our customer if that would help.

  Sincerely

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

  Vice President

  Customer Answer

  Date: 03/22/2023

  Complaint: ********
  
  I am rejecting this response because:
  According to Illinois lemon law if car is in the shop more than 30days we are in our rights to request a buy back. GMC stated it was the dealership who is responsible being that I purchased it from them. And now the dealership is saying it was up to GMC. I was at 121xx miles when the truck was towed in and the issues started before 12k miles but we just thought it was a sensor until the truck started driving funny. Treating a repeat customer like this is not valuing your customers. All I’m asking is for them to make it right.
  
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 03/24/2023

  Thank you for your response.  If Mr. ******** would like to open a lemon law case, he is more than welcome to contact General Motors to begin the process and qualifications.  The phone phone number for General Motors Customer Assistance is * ***** ********.

  Cardinal Buick GMC values all of our customers.  Mr. *******'s complaint is directed toward the manufacturer of the vehicle NOT the dealership.  Furthermore, as mentioned in the dealerships' initial response toward the complaint, the parts availability is also a General Motors complaint.  Cardinal Buick GMC has completed the repair.  The dealership apologizes for the inconvenience that is out of our control.  

  If the customer is going to pursue the lemon law "buy back" and if it is approved,  Cardinal Buick GMC will be contacted by General Motors as to any next steps.  This is a lengthy process.  General Motors will communicate directly with the customer and the dealership will provide documents directly to General Motors.   If the customer would like to trade out of the vehicle into another Sierra, the dealership can assist with that process as well.

  Sincerely

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

  Vice President

   

• Initial Complaint

  Date:03/07/2023

  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 have a 2017 Buick ********. I took my car there for maintenance. There was something wrong with the passenger side front tire. They called me after three days. They were supposed to fix the passenger struts. They recommending fixing both for $1200. I went to pick it up on Saturday and they quoted me a different price, $1800. I asked to speak to the ******* and he didn't know how that happened. They didn't do any additional work nor did they call me about the price change before I arrived. My car is still making the same noise. I took it to another mechanic and they said the struts are still broken.

  Business Response

  Date: 03/07/2023

  Thank you for bringing this matter to our attention.  At Cardinal Buick GMC, we value all of our sales and service customers.  Cardinal Buick GMC replaced both front struts for Ms. ******.  She was charged $1684.   If she would like us to evaluate a new concern, the dealership would gladly provide an inspection for the new concern.  The dealership will waive the diagnosis fee.

  Please let us know.

   

  Sincerely

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

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