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:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mastria Buick GMC was performing major mechanical work, without our knowledge prior, during and after the negotiation and purchase of our 2022 GMC Sierra ******* They failed to disclose that the engine was being replaced. The invoice for the engine replacement is dated 3/29/24; this is two days after we signed the contract. According to the invoice, the engine failed in October, 2023 while the previous owner was operating the vehicle. However, according to the date on the invoice, the work was not performed until March 2024 (with our name as customer --- again, without our knowledge). The Carfax provided by the salesman, ***********************, did not have a record of the engine replacement. Approximately one month later, the check engine light came on and the code indicated that all six glow plugs were faulty. We took the vehicle in to our local dealership in *******, ** and this is when we learned that the engine had been replaced. It was repaired but the check engine light was on a few days later. We are still dealing with this issue. Had we known this vehicle had major issues we would not have purchased it. We feel deceived, disappointed and are filing this complaint to prevent this business from continuing to operate in this manner. This is not the level of service and honesty (lack of) that what we would expect from GMC Buick/Cadillac dealership.

  Business Response

  Date: 07/23/2024

  The following is GSM's response to customer:

  Dear **************, 
  I have received your BBB complaint and strive to provide clarity and resolution for all our concerns. 
  
  Engine Replacement Disclosure: We understand the importance of transparency in all transactions. It appears there was a misunderstanding regarding the timeline and disclosure of the engine replacement. The engine replacement work was indeed completed prior to the sale, but due to the reporting timelines, this information was not immediately reflected in the Carfax report. We regret any confusion this may have caused. Below I have attached a General Motors approval request showing the service event information. Vehicle had arrived on 10/24/2023 and the repair was completed on 02/22/2024. 
  Invoice Date and Customer Information: The invoice for the engine replacement dated 3/29/24 was a result of the administrative processing time and not indicative of when the work was actually completed. The vehicles engine replacement was part of the necessary maintenance to ensure its reliability before being offered for sale. Our intention was to provide a vehicle in the best possible condition, and we apologize if this was not clearly communicated.
  Check Engine Light and Subsequent Issues: We are sorry to hear about the issues youve encountered with the check engine light and the spark plugs. We aim to sell vehicles that are in excellent working condition, and its concerning to hear about the problems youve experienced. While the vehicle is under the manufacturer warranty, we recommend addressing these issues directly with your local ********************** to provide the necessary repairs and ensure your satisfaction.
  
  If you have any additional questions please feel free to contact me. 
  

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  -The business states that "it appears there was a misunderstanding regarding the timeline and disclosure of the engine replacement." -  this was not a misunderstanding.  Per Massachusetts regulations, the seller is required to disclose any known defects.  The engine replacement was not disclosed at all, either by the salesman *********************** or business manager *******************. The reasons given in your response do not make sense. If the engine was replaced on 2/22/2024 why was it not on a Carfax report dated 3/29/2024, more than a month later? Other work performed subsequent to 2/22 is listed on the Carfax report.   

  -The business states that "invoice for the engine replacement dated 3/29/24 was a result of the administrative processing time and not indicative of when the work was actually completed" - again, no reason why it should have our name on this invoice since this work was not performed when we owned the vehicle and we had no prior knowledge of the work performed. 

  -"Our intention was to provide a vehicle in the best possible condition, and we apologize if this was not clearly communicated."  -- clearly this was not achieved given the issues we are currently having.  We understand it is still under manufacturer's warranty but that provides no relief for our wasted time, having to drive loaner/rented vehicles, and overall hassle involved in taking the truck to the dealership for repairs. 

  Again, we would've not purchased this vehicle if we knew of it's prior issues.  Clearly, it was sold at a premium and your sales team refused to negotiate any reduction in price, which we accepted thinking the vehicle was in excellent condition. Given it's mechanical problems, this vehicle should've sold for much less than what we paid. We are requesting a billing adjustment of $15,000 refunded to us at earliest possible opportunity. 

  Regards,

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

   

   

   

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 08/06/2024

  Response from General Sales Manager, *****************************:

  1) Disclosure of Known Defects: 
  Under Massachusetts law, sellers are required to disclose certain conditions such as branded titles, structural damage, flood damage, or any lemon buybacks from the manufacturer. Your vehicle did not have any of these conditions, and thus, it did not qualify as having known defects that necessitate disclosure under state law.

  2) Engine Replacement and ************* Issues:
  While the vehicle did undergo an engine replacement, completed prior to your purchase, this service issue does not fall under the category of defects that require disclosure by law. The replacement was intended to ensure the vehicle was in the best possible condition for sale.

  3) Carfax Report Discrepancy:
  Carfax is a third-party provider of vehicle history reports. We rely on the accuracy of their data but do not control their reporting. The discrepancy in the dates you noted is an error on their part. We recommend contacting ****** directly to resolve this issue.

  4) Customer Experience:
  We sincerely apologize for any inconvenience you have experienced, including the frustration of dealing with repairs and the use of loaner vehicles. We understand how valuable your time is and regret any disruption caused.
  While we empathize with your situation, based on the information available and the applicable legal requirements, we do not find grounds for a billing adjustment. However, we are committed to supporting you in any way possible, including assisting you in contacting Carfax to correct the vehicle history report.
  
  
  

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We are not satisfied with Mastria's response.   The engine replacement could and should have been disclosed to us prior to purchase.  There were many opportunities to do so during the many phone conversations, email communications and texts with your sales team.   In addition, we believe the non-disclosure of the vehicle's prior mechanical issues is a violation of both Section 5 of the FTC's Unfair/Deceptive Trade Practices and the Texas Business & Commerce Code, Ch.17 Deceptive Trade Practices, section ***** (24).
  
   
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/18/2024

  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 vehicle in January 2024. The salesman, ***, stated they had a second key for my vehicle and he would get it to me. He needed to find it upstairs Also, they would do an inspection and charged me $35. The inspection was never done by them because their inspection station failed the truck for tint which was on the truck at time of purchase. Well fast forward to now, numerous attempts to contact thendeslership go on deaf ears. The salesman got fired, I dont have my second key and they will not refund me the $35 for inspection. Managers dont answer phones, emails. Only their finance manager ***** is the one who gets back to me but none of the managers responsible for this.

  Business Response

  Date: 05/21/2024

  The General Sales Manager states that he will reach out to the customer and make sure he is reimbursed for the $35 reg. fee. However, he states that we do not provide second keys with pre-owned vehicles, unless they already exist with the vehicle.

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  [ Someone had reached out to me, the Salesman *** had promised me there was another key and stated it was upstairs and he needed to look for it. Waiting to hear back for manager regarding the reimbursement for inspection fee. I just want my spare key and the $35 I have been waiting nearly 6 months for. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 05/30/2024

  Brought this complaint to the attention of the *** again. *** states he will reach out to customer and make arrangements to provide a second key and ensure the $35 reimbursement. Customer may contact ************* at ************, or ******************************* if contact is not made, and he needs further assistance. Thank you.

• Initial Complaint

  Date:07/06/2023

  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.

  Hello,My name is *************************************** and on March 11, 2023 I purchased a 2022 ****************** from the above -mentioned car dealership. I paid cash.at the time. The car was slightly used with an odometer reading of ******* miles. I picked up the vehicle a week later so that they had time to prepared the car for pickup. When I first sat in the car, I brought to the salesman's attention that the oil was reading low. He said not to worry that they will go through the entire car before releasing it to me. When driving it home it was raining, and I was a bit nervous and cautious. When I arrived home and was relaxed and was sitting and becoming more familiar with some of the other gadgets in the car I noticed that the light said, "oil overfilled". I called the dealership the next day and spoke to ****** about this problem. I knew it was not good to drive the car in this condition. He wanted me to go down there so that they could do a complete oil change. I told him that I would not travel that far and for him to make arrangements with a local ************************** near me and I would go there. I was unable to go right away since I have my horses to care for. However, the car sat in my driveway undriven. When I was available to go, I called ****** set up the appointment and to make arrangement for them to pay for the oil change as soon as it was done. He sent me to *************** Romeo *********** of ****** in Brighton, Mass, after he spoke to **** there. When i got there they had to call and see if my story was true and spoke to ******. ****** said they would pay when the oil change was done and gave them his phone number When completed with the oil change, they told me my car was out of alignment and that it should not be ignored. And so, it was fixed that day for $199.00.When all was done, they called ****** and he would not answer his phone as he told them in Brighton that morning. They called him 8 times.They called the main number as well, and then called ******'s extension. No one would answer their phones. At this point I had been there over 3 hours and wanted and needed my car back. They said they could not release it unless it was paid for. So I had not choice but to pay.The next day, I did get to talk to ****** who said he would mail me the check and that I should not have fallen for the out of alignment act and since I did, I was on my own to pay for it. This oil change took place on 5/30/2023. they have since told me at least a dozen times that they have not received my phone messages and emails. And yet a minute after I sent mine with the bill, I had my husband send it and they received it. They keep saying they will put check of $229.00 in the mail and I have received nothing. I believed ****** is the son of the owner. I have called and asked for the owner and he does not answer. All because they overfilled the oil and now owe me $229.00 to have oil changed.I sent in a review on their website, and they deleted it. I have also called for a different form than the one they provided me with to title this car since they gave me the wrong form. No one has called me back about that either.Thank you for your time.*************************************** ************

  Business Response

  Date: 07/07/2023

  A refund check for $242.89 was mailed to customer on June 12, 2023, to the address we have on file.  This complaint lists a different address for complainant. If the check has not been cashed, we will stop payment and issue a new check to the new address.

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Just letting you know that I did receive the check due from Mastria Buick but I still need the correct ** form to title my Car. They
  
  gave me the wrong form and the registry sent my title back without processing it. They need form TDMBV17A. Please see  to it that they send me
  
  this form. I had previously left a message on the finance ***** voice message and they have nether called or sent the correct form.
  
  
  thank you
  
  ***************************** 

  Business Response

  Date: 07/20/2023

  We are currently investigating the concern with the *** form and will provide what customer needs as soon as possible. Also, if the check the customer received has the old address on it, we have stopped payment on that check. A new check was issued with the correct mailing address, which customer should be receiving shortly.

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 08/03/2023

  We have thoroughly investigated this complaint. After customer purchased the vehicle (with a ************* address,) the ************* RMV mailed ** the form to complete with the customer's information. We completed the form and mailed it back to ** ***. 

  The ************* RMV titled the car and mailed the title to customer on 7/31/23, to her ** address. The dealership fulfilled its obligations. If the customer has now moved to *************, she will need to follow the process to transfer from ** to MA.

• Initial Complaint

  Date:03/18/2023

  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.

  In May 2022 placed a $100 deposit by credit card to Mastria to order a 2023 Cadillac Lyriq. Called Mastria in January 2023 to cancel the order and was told no problem. 3 weeks later called again and was told all set, deposit return was on it's way. Stopped into dealership 3 weeks later and was told by the sales manager ***************************** he would look into it and to call him back that afternoon. Called back his direct line, no answer, left a message. Called Cadillac and was told Mastria dealership would handle the refund. Called ********* and he stated I had to go through Cadillac to get my refund. Called Cadillac and they said the dealership would issue the refund. Sent an email to *************************** and no response. Called him and left a message, no response. Called Cadillac and they tried to contact him on 3 different occasions, no response. Called him one more time, no response. Sent an email to owner of Mastria. No response. Please help

  Business Response

  Date: 03/21/2023

  We understand the customer's complaint and have attempted to provide instructions on how they may receive their credit card refund. The customer does not receive a refund through the dealership. The customer should have received an email from ************** (Cadillac) once they cancelled their order. The email offered instructions on how to cancel and obtain a refund. 

  Once a customer orders a vehicle and makes a deposit of $100, GM processes the CC deposit and then deposits it to the dealership where the vehicle sale is to be made. The dealership has no access to the customer's credit card information. If the customer wishes to cancel their order, it must be done through GM. GM will then take the funds back from the dealer, and refund the customer.

  The customer may call GM Customer Assistance at ************** for further help.

  Customer Answer

  Date: 03/22/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******