ComplaintsforAndy Mohr Buick GMC

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 1, 2024 my girlfriend, *********************, contacted ***************** Buick in Fishers Indiana to negotiate the purchase of a Buick Invista. ***************** presented *** with vehicle pricing and a line item that said accessories fee. This line item was not listed on the advertised sticker price or included in the final vehicle price. When asked for pricing clarification ***************** stated we add that to all of the vehicles we sell. *** stated she did not want the upcharged accessories and questioned why it was not previously disclosed. *** was told if she wanted to purchase a vehicle from them she would have to buy their accessories package. I contacted ***************** and spoke with a male who identified himself as a manager named ****. I asked for clarification as to added accessory charges not disclosed in vehicle pricing. **** stated they add that to all their vehicles and they dont have to disclose it. **** said if you want to purchase a vehicle from ***************** you have to purchase their added accessories package. **** then inquired as to where I resided and became sarcastic, asking whats the problem, they dont have vehicles in ******** for sale. ***** comments were viewed as demeaning and discriminatory. My race, ***, and origin have absolutely nothing to do with my right to purchase a vehicle. I question the legality of advertising a vehicle for one price and then adding undisclosed fees and telling someone if you dont pay those hidden fees you are not allowed to purchase a vehicle.

  

  Business response

  07/08/2024

  *****,

  Our accessories that we sell are highly recommended but are optional to purchase.

• Initial Complaint

  01/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of the transaction: 01/13/2024 Amount paid: $7,345.07 ***************** committed to selling a safe and drivable vehicle.Nature of the dispute is that there were multiple unsafe issues that were undisclosed to the customer, myself, including: a bent rim that could not safely get to a tire shop, electrical problem causing the front right headlight to not work (lied and said it would just be the bulb), and the airbags will not deploy due to another electrical problem. All of this was due to the customer having investigated, with no service record from the dealership. This dealership claims to have sent the service record, but email records show that no email has been sent to the customer despite repeated attempts to attain this information.This business has not attempted to resolve this issue, and they have instead berated and shamed me in public, online, and on the phone for having a problem with being sold an unsafe vehicle.Additionally, the ad for the vehicle was $6,300.00 plus taxes. This dealership added on their document fees of $237.51, which is expected, and a non-negotiable, undisclosed $299.00 fee for their engraving of the *** number on the glass. All of their vehicles get this engraving, so this fee should be added to their price. This is only found on their Buyer's Orders, and is not disclosed to the customer beforehand. This particular point is a request for transparency to the customer, and is not the main issue.6. The Vehicle price doesnt include sales taxes, use taxes or occupational taxes (federal, state or local) unless expressly so stated. ***** agrees to pay, unless prohibited by law, any such taxes imposed on or that apply to the transaction reflected by this Agreement, regardless of who has primary liability for the tax

  

  Business response

  01/22/2024

  We have called **** and left a message to help work this out.  

  Customer response

  01/31/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  After the initial call that initiated this complaint, my conversations with GM  **** and Service Manager Will and Service Advisor *********************** corrected all safety concerns. All parties showed each other dignity and respect in the follow-up calls and services.
  
  

  Regards,

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 11th, my boyfriend and I went to ***************** Buick and GMC in ******* to pick out a new car for him because he had got into a car wreck and totaled his car. We looked online at different cars and made sure to look at carfax reports to make sure we werent buying a crappy car that wouldnt last us the next few years. We found a 2016 **** Escape with ******* miles on it which seemed perfect. No issues or anything major noted on the Carfax. NOT TO MENTION THE SO CALLED 190 point inspecting ***************** supposedly had done on the car prior. We test drove the car and loved it, no issues. ********************* sold us the car. Not even 28 days later, December 6th, the *** wont start. We had to pay to get it towed back to the dealership just to be told a couple days later the engine had blown in it. Luckily it was covered under the warranty we paid EXTRA for. It has since been over a month and they still have not fixed the car. We have been told so many times it would only be a couple of days for the new engine to come in. Two engines have since come in and been damaged. They offer us no loaner car or anything and at this point we dont want the car back we want our money. We are still paying for a car we cant drive and dont have. *************************** has sent in 2 engines that have not worked and at this point they dont even know what to do. We just want our money back because we cant afford to keep paying for a car we dont have, not only that but one of us has no way to get to work

  

  Business response

  01/22/2024

  We understand the frustration with this vehicle and apologize that it is taking longer than anticipated to fix. 
  

  The vehicle should be done in the next 48 hours. 

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  We are very disappointed with how this business has acted in our situation. January 13th, I went up to the dealership to discuss the situation we had been put it. At that point we had no car since December 6th, over a month and still did not have a rental or our own car back. We still do not have our car back and have been making monthly payments on a car we still do not have. When discussing the options with our salesman at the dealership, they were going to get us out of the car and contact the warranty company to help us get out of the loan and yet they are still trying to fix the car we do not want anymore. Not only that but when we ask for an update on the situation we get ignored and have been ignored twice now. Theyre still trying to fix the car after telling us we could get another one not to mention it has been over the 48 hours they said it would take. We understand that this situation may not come up very often but the way they have been disregarding us has been awful. We want our $1,300 back, our 2 payments of $388.34, and money for plates and registration because there is no reason he should be paying for a car we dont have and havent had almost 2 months now. You have worked on it over 30 days and have attempted to repair 3 times now, we want our money back not the car
  
  Regards,
  
  ***************************

  
  

  

  Business response

  03/28/2024

  The repairs have been completed and the customer has picked up the vehicle.

   

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

  Customer response

  03/28/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased. A 2016 ***** Equinox from ***************** Dealership on 10/14/2023. As I was backing out to leave the dealership the stabitrax and check engine light came on. My husband got the sales person (******). ****** then got the finance manager ***. *** told me to leave the car and that he would have the service department check out the car. I was contacted the following Tuesday and told the car was fixed, that it was only water on the coil pack. They did have the car delivered to my house on 10/17/2023. My husband drove the car on 10/18/2023. Both warning lights came back on and the check engine light was flashing. I contacted the dealership and they basically told me that it was a new issue and they would have their service department contact me. I was also told to take the car to like OReillys and have them do a check engine light. We did and was told it was a cylinder two misfire, and to not drive the car. The issue we were experiencing that day was the same exact issue we experienced from day one and the dealership refuses to take any accountability and has basically told me that its a new issue, and that they were unaware of it. We now cannot drive the car until we have it repaired. I have put all of my savings into this car as a down payment and have no money for repairs. We feel is a fraud issue, because they knew about this issue from day one. They knew about these warning lights from and did absolutely nothing to fix it. I was told by their manager that he would call me yesterday on 10/19/2023 that after I spoke to him he would return my call. The only person who called me back was Will from the service department and he basically said that when they scanned the car they found zero issues. I would like assistance in resolving this matter. I wanted to get out of the contract initially, but was told I had zero days to terminate the contract, and that they would have to get managers involved, and that the car was fixed.

  

  Business response

  11/01/2023

  Customer is waiting for the warranty company to inspect vehicle in order to provide work approval.  I told the customer to send me an email on what she has spent out of pocket and we will reimburse her.

  Customer response

  11/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to **mplaint ID ********, and have determined the response would not resolve my **mplaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  My vehicle was determined to need a new engine head. I spoke to ********************* about this, and also told him the warranty **mpany was sending an inspector to look at the head. He told me to notify him of the warranty **mpanys Decision. He did say they would reimburse the warranty ** pays and the **st of the muffler repairs. The warranty inspector denied the claim to have my engine  head  replaced. It was denied due to damage from a previous repair. I tried calling ********************* to notify him of this decision, per his request. The call went to VM. I also sent him an email. He neither returned my call or responded to my email. The **st of the engine head is roughly $1100.00. I do not have that kind of money,  as I put all of my savings towards my down payment on the car. The car has not been drivable since  I bought it. Also, it has been in the repair shop since 10/24/2023. I asked to return the car and ********************* stated bottom line the car is yours now. The car needs major repairs to make it drivable, safe and reliable. ***************** does not **me across as to wanting to making this situation right.  Im on a fixed in**me and have no way to afford these repairs, or to get another vehicle. 
  Regards,
  
  *********************
  

  

  Business response

  11/14/2023

  We are working with ***** to resolve this issue.  Andy Mohr Buick GMC has reimbursed ***** $247.91 for out of pocket expenses and all phone calls have been returned.

  Customer response

  11/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The last call I placed to ********************* was in 11/3/2023. He was out, so call went to his VM. I left a message, which he DID NOT return. He has responded to emails, though slowly at first. There seems to be some improvement in his email response time. He did send a check to me, which I received. However, the car still remains to have problems. When the head gasket was replaced, the oil filter cap was not a GMC cap, or compatible. The plug to the radiator was found to be busted. The exhaust is still completely rusted out and needs replaced. The car has been in the shop until 11/15/2023. I do not deem this car to be safe or reliable. I also do not know how it passed any of their inspections. 
  Regards,
  
  *********************
  

  

  Business response

  11/20/2023

  Andy Mohr Buick GMC has been in contact with ***** and has reimbursed ***** so far.

  Customer response

  11/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  On 11/17/2023 I sent an email to ********************* in regards to his request for a formal estimate. I also emailed the latest repair receipts on 11/19/2023. I have not received a response to either email as of yet. 
  The dealer has reimbursed me for the first receipt I submitted to them. However, the initial complaint still remains unresolved. On the last set of repairs the oil filter cap was found to not be a GMC cap,  nor was it a compatible cap. The drain c*** plug for the radiator was also found to be broken. I still have to replace the exhaust. I do not deem this car to be safe or reliable. 
  Regards,
  
  *********************
  

  

  Business response

  11/27/2023

  As I have stated before, we are working with ***** to get issues resolved.

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I emailed ********************* on 11/17/23, and received no response back. I also emailed him two recent repair receipts to which he has not replied. Again, any of the issues I bring up such as wrong oil filter cap, busted drain plug for the radiator, etc, is never addressed. I was assured in the beginning that I was purchasing a safe and reliable vehicle and it has been in the shop the majority of the time since I purchased it. 
  Regards,
  
  *********************
  

  

  Business response

  12/01/2023

  As we continue state each time we are requested to respond, And **** Buick GMC is working with ***** to resolve concerns.
  

  To date, Andy Mohr Buick GMC has refunded ***** every receipt that she has provided. The last 2 receipts totaled more than $1500 in which Andy Mohr Buick GMC has processed.  

   

  In all due respect, Andy Mohr Buick GMC has addressed and is currently addressing the issues that the customer is experiencing. 
  

  This case needs to be closed. 

  Customer response

  12/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The last payment I received from ***************** dealership was for ******. I have sent two recent receipts in emails. The emails were never responded to and I have received no further reimbursements. The car has recently overheated again and is going back to the repair shop on 10/6/2023. The car is not a safe and reliable car. It has been in the repair shop more than I have driven it. I bought a warranty that I cannot use,  and Im  making payments on a car that constantly breaks down. This is  the 5th repair issue since I bought it. With all due respect, this car  was sold to me under false pretenses and this case should not be closed. I asked to sell this car back to them and ********************* refused. I also cannot trade it in, because I wont even get enough to cover what is still owed on it. Im on a  fixed income and cannot afford to go buy another car. My entire savings went towards the down payment for this car. I cant even drive it without it breaking down non stop. This situation has been extremely upsetting and frustrating to me. I want nothing more than to resolve this issue. While I do appreciate getting reimbursed from all the repairs, it does not  fix the underlying issue. The underlying issue being the car engine has serious mechanical issues, which causes the car to repeatedly break down. Even the warranty company thinks that the amount  of repairs the car has  needed is not reasonable. Im open to working towards a resolution that both sides finds acceptable and reasonable. 
  
  Regards,
  
  *********************
  

  Customer response

  12/10/2023

  On 12/9/23 I  received the check from *****************. The check was an over payment, due to the formal written estimate being confused as a receipt. Im currently communicating with ****  on returning the check, or putting it towards repairs. Im waiting on a response back from ****. 

  Customer response

  12/11/2023

  I dont feel comfortable in closing out the case. I have been in communication with **** in regards to the over payment and what repairs were done. The car broke down again on 12/2/23 and is in the repair shop at ************. The water pump went bad and the coolant was leaking from there. My car has broke down several times and has been in the shop more than I have driven it. I would like to develop a long term plan for this car. It continues to break down and Im making payments on a car that I cannot drive reliably. I want to resolve this and Im open to suggestions on how to resolve this. 
  Kind Regards, 

  *********************;

  Customer response

  12/12/2023

  I spoke with ********************* today (12/12/23) via phone. Im to deposit his check, subtract the amount of the correct receipts, plus todays bill. Then Im to mail him a check for the remaining balance. Im to see how this latest repair does. If I have further issues, he stated he would work with me. He also stated he world work with me on a trade in if needed.
  Kind Regards, 

  *************************;

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2019 GMC ************** truck with a clean record free accidents with one owner. Purchased it after the dealership stated it was inspected from bumper to bumper by their in-house staff. Their inspection included mechanical, accidents etc. The truck was also stated to have a clean carfax which was also provided at purchase. I also purchased the truck in good faith and also decided to purchase with an extended warranty because I thought it was necessary for the year and mileage. Upon returning to ******* I had the vehicle inspected again by my professionals and learned the the vehicle was in a major accident which was not reported. The rear frame was bent and the rear passenger side panel hit and not reported by their staff. I called the dealership to complain and report the issue and spoke with a ********************* - General Manager and he told me lm not doing anything about it and hung up the phone. I purchased the vehicle not to have to deal with frame damage etc. I traveled 3 hours for a truck deal and then knowing the truck had frame damage which I am now left to fix at my expense. I am not happy and seeking reimbursement. Willing to provide the final billing once fixed.

  

  Business response

  09/25/2023

  **************** purchase a preowned 2019 ****** from Andy Mohr Buick GMC on August 28th, 2023.  *************** purchased the vehicle As-Is (See Attached signed documentation) along with the signed Carfax report and Autocheck stating no accidents have been reported to those agencies.  ************** did not notice what **************** is claiming.  

  Andy Mohr Buick GMC will not reimburse **************** for any billing.

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  I did purchase the truck as-is HOWEVER, with the vehicle being purchased was supposed to be with a clear title, free of any MAJOR accidents, a clear carfax report, a certified by the dealership bumper to bumper inspection; the truck was certified by there mechanics as well as I purchased an extended warranty with a 3 year/ 36000 miles by their finance department. So the vehicle was not technically bought as-is as the dealership is stating. Bent frame damage on a vehicle is a big deal and should have been reported. I WOULD NOT HAVE PURCHASED THE VEHICLE WITH FRAME DAMAGE because that drastically decreases the value of the truck and I should been given the option to opt out and shop somewhere else. The dealership knows that if that's disclosed the price of the vehicle changes drastically. Again I would not have bought a vehicle with frame damage had it been reported by the dealership. I bought the vehicle with confidence that their advertised MULTIPOINT INSPECTION services allowed me to purchase the vehicle with confidence. My body shop is willing to provide written statements and estimates stating my arguments if requested. 

  
  Regards,
  
  ***********************

  
  

  

  Business response

  09/27/2023

  Andy Mohr Buick GMCs response remains the same as our initial response. 
  

  We have provided the proper documentation and the vehicle has a clean title 

  Customer response

  10/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I reject their response and will proceed legally.  
  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2015 ****** Sienna from Andy Mohr Buick GMC on Tuesday, September 5th, 2023 for $18,500.00. As soon as I got home, I found that it had a significant oil leak they had failed to disclose. I notified the dealership within 24 hours of the purchase and received an email back from the General Manager, *********************, saying they would not do anything to fix the situation. I would like the dealership to make the necessary repairs to the vehicle to remedy the oil leak. Returning the car for a full refund or receiving a partial refund to have the repairs completed at another service center would also be acceptable.

  

  Business response

  09/12/2023

  In regards to the oil leak, it is not uncommon for an 8 year old vehicle with 110k miles to have an oil leak.  This appears to be a very minor leak.
  
  
  The vehicle was purchased AS - IS (See Attached signed documentation).  Also, **************** received a discount of approximately $275 and it has brand new leather seating.  This Sienna was one of the best priced 2015 Siennas in the market.
  
  
  We will not perform any requested repairs for free.
  

  Customer response

  09/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This oil leak is significant such that anyone performing an inspection should have recognized it.  When asked whether anything was wrong with the it, the salesman replied that the vehicle had passed the dealership inspection.  The sale price, features, and comparison to similar vehicles are irrelevant.  This failure to disclose the defect constitutes fraud and the business has made no offer to remedy the situation.
  
  Regards,
  
  *********************
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new GMC Acadia from this dealer in May of 2022. Since January of 2023 the car has been to their service department 4 times for the same issue. The issue is that the check engine light comes on and the car will not shift out of first gear. The 3rd time we had the car into the shop I was told that the battery needed charged (which was done) and that there were no mechanical defects with the car. The same problem happened again less than a week from when we got it back from the shop. In this case, once I parked the car and turned the engine off, I could not get the car to start again. The car was towed to their shop on March 18, 2023 and I was not contacted with any updates until yesterday evening (April 3, 2023). I made three different attempts to contact the service manager who's name I was given during this time and I did not receive any response. During the call I received yesterday, I was told that the car needed a new battery and that there was no mechanical defect with the vehicle. At this point I have three major issues with *****************. First, they have sold me a defective vehicle (still under warranty) and they are unable to resolve the mechanical issue with the vehicle and I believe it is their responsibility at this point to refund my money. Second, they have kept my vehicle (which I continue to make payments on) for several weeks preventing me from using the vehicle that I am paying for and forcing me to put miles on another vehicle that should not be incurring miles, all of which costs me thousands of dollars. Last, their customer service is awful to the point of offensive to which other consumers need to be aware.

  

  Business response

  05/10/2023

  ****************** brought his vehicle into the service department for a transmission concern and stated he had to jump start his vehicle. We diagnosed the jump start concern and found the battery to have failed. We replaced the battery and then were able to move forward with the diagnostic on the transmission. We scanned the system for codes and test drove the vehicle 102 miles in total and were not able to duplicate the concern while the vehicle was with ** at the dealership. If ********************** vehicle does start showing symptoms again we do encourage him to bring his vehicle back to ** so we can perform the diagnostic and come up with the repair to take care of it. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 24, 2022, I took my 2017 Buick Encore into service due to some skipping with my vehicle. My car is still under warranty and the odometer says 56, 906. I called the dealership where I purchased my car, and I was still under the bumper-to-bumper warranty. ****** at ***************** Buick wrote down the incorrect information about my vehicle and would not proceed to do her part in seeing if the bumper-to-bumper warranty would cover my vehicle. She continued to argue with me about my vehicle and then within this paperwork wrote down the wrong mileage. I would like to receive a refund.

  

  Business response

  08/29/2022

  We apologize for the error as your vehicle is covered by your warranty and we will issue you a full refund.

   

  One of our service representatives will reach out to you.

  Customer response

  08/29/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  08/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a dodge dart from ***************** dealership in *******. ** april ** have had nothing but, problems with the vehicle from jump. On top of putting ***** grand in repairs.. and getting no help or respect from the shop at that center. Plainfield was alot more helpful. And explained things to me. I put 5, 000 down the asking price for the car was ****** and apparently I just gave the thieves my insurance money because, my loan does not reflect my down payment. What was supposed to be a 3 yr loan is now a 5yr laon.loan.. and its for more then 11grand... I will never trust any ***************** dealerships again

  

  Business response

  08/29/2022

  ***** purchased a 2015 Dodge Dart on 4/26/2022 for $11649 and did put $5000 down.  ***** also purchased an extended warranty for $3005, Gap Protection for $995, and there is $829.36 for sales tax.  All of this is reflected in the attached file which reflects the amount financed.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Mid June we took delivery of a GMC and also purchased the Tire and Wheel protection. I have purchased this on every car we have had. When we sell or trade our car in, we always get a prorated refund back on the Tire and Wheel protection package. We decided to sell this vehicle only after 2 months, so I called the Finance manager at ****************************** and he told me that it was non refundable. This has never been the case before. Also, it does not state this in the Vehicle Buyers Order in which I have attached for you to review. I paid over $1000 for this.

  

  Business response

  08/13/2022

  Customer purchased vehicle on March 18, 2022 and purchased Tire and Wheel coverage.  Tire and Wheel is not cancelable after 30 days, see page 5 of attached contract.

   

  Dealer will call customer to work out the details of a prorated refund as Andy Mohr Buick GMC values the customers business.

*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. ↩