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:12/31/2024

  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.

  This should be part of a recall-for 2018 GMC Terrain 12/30/24 - Faulty Vacuum Pump Broke and its inside of head cost to service $1268.40

  

  Business Response

  Date: 01/02/2025

  The customer produced a screenshot from ****** Artificial Intelligence stating that his car was covered under recall. We checked the customers VIN number with **************, **** and CAR FAX. No open recall identified for customers concern of loss of brake assist. Two prior unrelated recalls were completed by another dealer out of state The vehicles powertrain warranty expired at ****** miles. The vehicle currently has ******* miles. Notes on our open repair order state we are waiting for customer to produce Carmax Warranty Paper work so we can verify repair will be covered. 

  Customer Answer

  Date: 01/07/2025

   
  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:09/10/2024

  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 had purchased a warranty in March 2023 from Woody GMC it was paid if full. I sold the car in September 2024. I supplied all the paperwork to the dealer for a refund. I was told 6 to 8 weeks on 7/01/24. After 9 weeks in 8/28/24 I called and talked to finance manager ***** S I was told hed get me the check sent out right away if it hadnt already been mailed. I have sent at least 4 follow up emails where Im told he would take care of it right away. I called **** the office manager who is supposedly taking care of it. They put me in her voicemail. I received no email or call from her either.The refund is over $1700.00.

  

  Business Response

  Date: 10/08/2024

  Customer picked up refund check on Wednesday October 2.

• Initial Complaint

  Date:07/29/2024

  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 leased a 2023 GMC Acadia Denali from Woody Buick starting in March 2023. Starting in November of 2023 my vehicle had a dead battery. They replaced the battery which worked for a couple weeks. Since then it has been to Woody **************** ******************* 6 times for the same problem with no final solution). Here is a list of the dates the Dealership has had my vehicle:11/24/23 to 11/30/23 Service# ****** 12/16/23 to 12/26/23 Service# ****** 12/26/23 to 01/09/24 Service# ****** 02/12/24 to 03/11/24 Service# ****** 03/30/24 to 04/30/24 Service# ****** 05/29/24 to present Service# ????Each time they have claimed the problem is fixed however after a week or 2 having my vehicle back it would just die for no apparent reason. I have filed a claim with GM ************************** with no solution. I pay $611 a month for this vehicle and I can't trust it nor enjoy it. Since its brand new all the work has been covered under warranty however to this day it still has not been fixed. They have has engineers from GMC come out and look at it with no prevail. Preferrably I would like to just have the lease cancelled and walk away. We dont not want this vehicle back since a the solution has not be resolved.********************* ************

  

  Business Response

  Date: 07/30/2024

  I am aware of situation.

• Initial Complaint

  Date:07/02/2024

  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.

  DONT WORK WITH Will ******* (New Car Sales Manager) or **** ****** (Sales)Woody GMC sold me a vehicle that had faulty codes. After contacting the dealership they said bring the truck back and well see what we can do. They offered to swap the truck out with another 2024 canyon that had clear coat scratches and a dent. I refused to take this truck. The General Manager came back and said h*** refund my truck but is keeping my sales tax even though I didnt make a purchase. After speaking with the local tax collectors for Dupage and Will county they stated Woody GMC does everything online and they havent paid taxes on this vehicle yet that my funds should be released its not the dealerships call. I asked for them to order me exact vehicle and Ill wait as long as needed they refused to do so. After confirming I wanted to proceed with return and loose my 2500$ in taxes Will ******** Manager) and **** (Sales) came back to me with a return paper stating I was only getting $3100 back out of my $7000 down payment. This equals more than just my taxes. Dealership is out to get you and your money not about building relationships.

  

  Business Response

  Date: 02/25/2025

  We traded him out of the truck .

  All Taxes were paid to the State .

  His total down payment was applied .

  There is nothing due the customer or the State !! 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 21935534
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:06/19/2024

  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.

  Starting off with going in to the dealer on 2/27/2024 to purchase a 2018 GMC ACADIA after being there all afternoon and giving a downpayment of $2000 and signing a contract I was told I was not able to take the vehicle until the next day because they needed to wash/clean it. I called the next day and vehicle was not ready for pick up. I was told there was an issue with the bank and was not able to take the vehicle so therefore I needed to go back. Even though contract was already signed they told me they would destroy it and only other option was for me to look at another vehicle which made no sense. I ended up giving another $1000 as a downpayment. Finally March 1st I was able to drive off with it. After driving the vehicle I noticed passenger's mirror blindspot was not working and the brake/rotors made a loud noise which was not present at the time of the test drive. Took it in for service at the same dealership where it was purchased and after waiting for 3hours I was told they have lubricated for the noise it was making and they needed to order parts for the mirror. I walked out without any paperwork since they did not provide anything to me. I never got a call for a follow up. I had to reach out to find out what happened & no one seemed to know. I was finally told a part was ordered for a mirror and I took it back for service for the mirror and a coolant issue as well. AGAIN the Mirror issue was not solved only the coolant issue. Ended up taking it back to service to do a diagnostic all over waited for over 4hrs for them to tell me I had to take it back to get the job done. This vehicle has been giving me so many issues and there's nothing the dealer is doing on their part to replace it. Took Vehicle for service 6/17 & was not offered any rentals. Did not get vehicle until 6/18. Mirror is fixed but the radio they were supposed to repair is NOT fixed it's worse than it was SERVICE **** ignores my calls now. Horrible customer service with the whole entire dealer.

  

  Business Response

  Date: 07/16/2024

  Customer vehicles was in the shop July 9th and the radio has been replaced . 

  Customer is in Possession of their repaired vehicle .

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21873592
  
  I am rejecting this response because: ******** is still not fixed. Yes it was in service 7/9/2024 and supposedly had a new radio module replaced however this did not resolve the issue. After driving the vehicle that same day the radio started acting up again. Same as before. Radio stations change on their own, radio screens changes on its own, when trying to make selections on the screen it will not allow me, if I connect my phone it disconnects. I called same day and my call was ignored from service desk. Called again reaching out to the sales **** to transfer me over which they did and first ring the service desk answered. I told them the issue and a message was left for the tech to call me the next day. Never received a call back which I wasn't surprised about. The parts department never calls to let me know when the parts ordered are in. I always have to keep calling and hope someone answers. TO begin with this was NOT the issue i took it in for. My problem with the radio screen was that it would black out on its own for few seconds and then come back on nothing else. After taking it in, now I'm having all these issues that they can not figure out. It hasn't even been 6 months with this vehicle and it has caused so many issues. I also had to replace the battery on my own because prior to the service 7/9 it was in service and they kept it for two days on a Monday and Tuesday for same issue (and the blindspot which did getting fixed) I don't know if my battery got drained from working on it or what but my battery did not work and unfortunately i had to replace it. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/26/2024

  I AM LOOKING INTO IT,

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21873592
  
  I am rejecting this response because: vehicle still not fixed, has been in dealer for over a week now, not sure if they know exactly how to fix this issue. I do have a loaner but its not what I should be driving after recently purchasing this GMC Acadia. High monthly car loan payments for it to be at in service all the time. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/17/2024

  to my knowledge we have addressed all of the issues .

  multiple trips for repairs were required due to having to sublet the radio out.

  customer should be pleased now. .

                                                                 woody

   

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21873592
  
  I am rejecting this response because: as of todays date 8/19/2024 I still havent gotten my vehicle back since taking it back to service on July 2nd! Yes I have I loaner but it is not the same as driving your own vehicle and of course the reason why I got the Denali was for the space I need for my kids and I dont have that space now with this loaner. Has not been 6 months since I purchased the vehicle and its spending more time in service and Im still having to deal with paying my insurance and my monthly vehicle loan. Last time I heard from the service department was over a week ago and nothing since then to at least say what is going on or how much longer. So of course Im not pleased. Who would? If they dont have their vehicle under their possession? 

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

• Initial Complaint

  Date:05/05/2024

  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.

  Purchased a used 2016 Buick Envision with low miles on Feb. 1st 2024. 4 hrs after leaving the dealership, all lights on the dash come on and the car complety shuts down on the expressway. I took the car back next day where they cleared the codes and told me nothing was wrong with the car, but they noticed the on star light not connected. Ordered the part and sent me on my way. Couple days later same exact problem occurs and my passenger and I were stuck on the side of an expressway. Towed the car off the expressway and had to find a ride home at 11pm on a weekday. Dealership replaced on star module and battery. Feb 17th same problem occurs, this time my passengers and I are stranded in *******. The young girl answering phones that day kept putting me in random voicemails when i was stranded on the side of an expressway. Finally we talked to someone and they sent a tow truck to retrieve the car from *******. On 3/05 a service director told me they drove the car 100 miles and couldn't replicate the problem. They couldn't give me back the car so I went to retrieve all my personal belongings and was put into a loaner until I find another vehicle comparable to switch me into. I have looked at their inventory daily and only 1 vehicle I inquired about but they refuse to give any information over the phone, email, or text. They want me to come to discuss. I live an hour away and am a single mother to a special needs child. I will come in when we have a deal worked out in writing. I started receiving calls about returning their loaner or they will call the police and report it stolen. Then the president sends me a picture of the buick the service director told me in front of an eyewitness wasnt repairable, stating it was fixed and ready to be picked up. I asked for an itemized list of repairs and they can't produce the invoice because the work was never completed. That is fraud! At this point, I want to be refunded for the purchase and my deposit to avoid legal matters.

  

  Business Response

  Date: 05/20/2024

  Vehicle is in outstanding condition and has been repaired to factory specifications.
  Took awhile to duplicate the issues. Finally problem was located and repaired. Customer refuses to pick up their vehicle and will not return the loaner vehicle.

  We will try to negotiate a trade in if thats the wish. Biggest Problem is the loaner vehicle not being returned. I am  willing to meet with customer and try to trade out but it will be dollar for dollar.We will take action to retrieve our loaner vehicle in a amicable transaction. The miles being put on the loaner is decreasing its value daily.

                                WOODY

                                DEALER OPERATOR

   

   

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21668643
  
  I am rejecting this response because:  I surrendered the car back to the dealership on March 5th. I was told by a service director, in front of an eye witness, they were not able to duplicate the issue, and they could not give the car back to me. This is stated on the last invoice I received. My salesman and I looked at 2 car options they had available, but I did not like either option. I have weeks worth of written correspondence with my salesman and another manager stating they would find another car to switch into for the same monthly payment. I was given a loaner until I found a car I wanted that was comparable to the car I purchased, which I've had no luck finding. Then, out of nowhere the owner texts me almost 2 months later threatening that the car is repaired and they NEED their loaner back, or they will report it missing to the police. I asked the owner and the service director to provide an invoice or list of repairs done after March 5th.  They sent me invoices for the work previously done, but can't provide an invoice dated after March 5th for the repairs done. I will return the loaner when I have a deal for a replacement vehicle, in writing, or a picture of a check for the amount of my deposit and 3 monthly car payments.    
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 05/31/2024

  The customer owns the vehicle and has loan with the bank . We do not take returns. The vehicle has been repaired . Customer was given all repair orders on what was done. Vehicle has Been repaired and is ready for the customer to pick up. ******** has refused to return loaner vehicle after many attempts to warn her that she refuses. Our next step is to report it as stolen. I am trying my best to not do that as she will be arrested for auto theft. That is my last resort and will be exercised very soon. I have offered her a trade out for a equal value auto . Simple resolution bring loaner back the she has put over 3000 miles on it over a 90 day period. It has lost value due to her keeping the loaner. Eventually I will get our loaner back and the value of her trade is decreasing daily. 
   I have many times asked her to return vehicle and I will work with her on another vehicle. I believe she has buyers remorse I understand that but failure to return loaner is a crime which will be addressed . She owns the vehicle she bought clear and simple . I am willing to trade her out of it . The longer this lingers the worse the out come will be. 
                Woody

   

   

   

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21668643
  
  I am rejecting this response because:  The owner and service director refuse to give any information regarding the "so-called" repair work.  They stated I was given all invoices, which I have attached the last invoice they sent to me dated Feb. 17th. for reference. No repair work has been completed.  The car was under warranty. The same issue occurred 3 separate times.  I gave the dealership 3 chances to fix the issue.  I am happy to return the loaner when they can prove the car was repaired. If no repair was made, then a refund of the total purchase of the vehicle plus 4 monthly payments is due.

  ****** me this: Does a person who has buyer's remorse purchase custom mats for their new car? 

  I am shocked and disgusted by the behavior of the owner of a dealership in **********, ***  He had every chance to make this right. 

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

• Initial Complaint

  Date:04/17/2024

  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.

  2/24/2024 I bought a 2020 CT5 Cadillac, It started off with an $800 xzilon coating which I noticed on the sales paper. When I asked about it I was told that every car has it put on when it gets to this dealership an option I'm required to pay for which later they cut in half to 450 "to help me out" since I didn't want it ,..then I noticed a "optional ERT" for $200 I asked about it and was told it's for the title and registration they will electronically transfer for me to ******* , which I said that's ok ill do that my self and they told me the state of Illinois requires them to do it I don't have a choice!? So now I get the title in the mail ***** still an Illinois title and I have to take to the *** and have to title and register it so I called the state if Illinois to ask about there ERT process and they actually can look my car up and did ,they told me they can not do it because I live in ******* that the dealer can not transfer it if I'm from ******* ,so I call the dealer back talked to ***** he told me it's a 3rd party issue and he will see what he can do never returned my calls or answered me agian ,then I was put in contact with ***** which she agreed with me and said she will talk to management and see what they can do for me never heard back from her ,I have left numerous messages with no call back after promises of a return call. After going to Bmv in ******* I showed them i payed the taxes on the car but they charged an extra $269 for taxes not payed which the bmv said the dealership normally pays for if i bought from out of state, all I was asking for was a simple refund and all I got was the run around ,headachs ..and waste of my time !

  

  Business Response

  Date: 05/07/2024

  woody Here.

  i will get te refund in the mail within 24 hours.

                                                            woody

                                 

• Initial Complaint

  Date:03/09/2024

  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 purchased a warranty because I was explicitly told the vehicle I purchased did not come with a warranty. About two weeks after purchasing the vehicle I received a letter from GM informing me that the vehicle did in fact come with a warranty from the factory. I attempted to call the dealer for about a week with no response, so finally I went to the dealer to ask about my options. On December 21, at the dealer, I filled out the necessary paperwork to cancel this warranty. Because it was within 90 days, the refund is supposed to be the full amount, $1100. The finance employee told me the refund would be applied directly to my loan, and if I did not see it in 60 days to contact them. I consider myself patient and reasonable, so I understood that there may be delays due to all the holidays. After 70 days I began attempting to contact the dealer to ask if there was anything I needed to do. Again, no answer, no response. I left voicemails and contacted them via the electronic form on their website. After about 2 weeks of no contact at all, I contacted the warranty company directly. They were very helpful and told me the dealer never submitted the cancellation form. That day I emailed them my signed copy of the cancellation form from Dec 21, so I believe it is finally being processed. I would appreciate an expedited refund because it's probably already cost me $50 in interest. I would request the interest, but at this point I'll be happy just to receive a refund.

  

  Business Response

  Date: 04/11/2024

  Action was taken and customer is now satisfied. 
                     Woody

• Initial Complaint

  Date:03/02/2024

  Type:Sales and Advertising 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 negotiated a price for a car purchase and finally realized that in the lease process over 6kUSD were capitalized vs. agreed offered price and an additional insurance, not requested add at an another 900USD cost. A trade in was taken and an additional 1.2kUSD cost was added at the excuse of sales taxes.All unlawful practices. I have been at the dealer, explained and looked for a come agreement for solving the issue and the sales manager was not at the interest to assume any responsibility. In fact told me not been particular about lease contracts and instruments.I seek a short term, clear solution to avoid legal trepresentation.

  

  Business Response

  Date: 03/04/2024

  TALKED TO CUSTOMER MY SELF TODAY  TO WORK OUT THE SITUATION.

  ON WAY TO CUSTOMER HOUSE WITH UPDATED PAPER WORK.

                                                                                                                               WOODY

  Customer Answer

  Date: 03/06/2024

   
  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:02/05/2024

  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 purchased a brand new vehicle on 2/03/2024 when I was on I-80 going about 70 miles an hour I tried cleaning my front windshield and the windshield wipers did not work. I was freaking out as I could not see . I had to get off the nearest exit and find a gas station so that I could clean the windshield. I called the dealership today 2/5/2024 the sales rep told me that in fact the service center knew about the wipers not working but still allowed the vehicle to be on the sales floor to be purchased . I am grateful I did not crash or anything but this is a hazardous condition.

  

  Business Response

  Date: 03/04/2024

  CUSTOMER WAS ENCOURAGED TO RETURN TO DEALERSHIP ******** SHE CALLED US.

  CUSTOMER LIVES IN ****** AND SHE PROCEEDED TO GO THERE FOR THE REPAIR .

  REPAIR I WAS COMPLETED THERE . VEHICLE HAD 224 MILES ON IT WHEN REPAIERD..

                                                                                       WOODY