Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a yukon xl denali package. The first vehicle I choose I was given the run around for weeks. Then I finally choose a different vehicle. They explained that it had to go through inspection to make sure the vehicle was safe and problem free. I waited over a week for this inspection. I then put 10k down on the truck. They delivered the truck to my driveway. Upon getting in the vehicle I noticed that it was filthy and there was something splashed on the headliner. I drove the truck to the corner store and heard a noise like a hub bearing was bad. You could visually see the tire was balding where the noise was coming from. I took the truck to my mechanic and sure enough the bearing was bad. Not sure how it passed inspection like that. So I called the dealership and spoke to the salesman. He asked for the truck back so he could fix it. As my trust was already weary I asked if I could just have my mechanic fix it because I trust him. The salesman assured me that was fine and just submit the bill for reimbursement. He also told me to have it detailed and he would cover that as well as new tires since the one was bald. I submitted all the hills and it's been months. Now the salesman won't even return my calls. The dealership advertises that they're the family deal. If this is how they treat family I'm thankful I'm not part of theirs!! I wouldn't buy another vehicle from this place and I will tell anyone who asks the same thing.

  

  Business response

  02/10/2025

  The salesperson that sold this customer was from another store and the customer couldn't get ahold of them.  Once the managers at the ************ store were aware of the situation, they assisted in helping the customer in person at the store.  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 Buick Enclave. I have since had multiple problems with an electrical issue that cannot be found and therefore fixed. It is fixed temporarily, by a *** certified mechanic and then the issue recurs. I lose one headlights, one daytime running light, a brake light and a tail light all on separate corners of the car. This is a safety issue as it leaves me without lights. They have attempted to fix it 5 times leaving me frequently without a vehicle. I brought it to be fixed on December 3rd and have been without a vehicle ever since. I want a refund.

  

  Business response

  01/24/2025

  HI,

  The customer will need to reach out to ************** to initiate a buyback.

   

  Thank you

  ****** *****

   

   

• Initial Complaint

  01/17/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I reached out to ****** to obtain my vehicle location history, which is essential for submitting my taxes (business mileage). However, I was informed that they discontinued this feature through the app as of June 26, 2024. I had relied on this report to calculate my business mileage for tax purposes. After being transferred to a supervisor, I was told that, even with my consent, they could not provide the location history. This is unacceptable, as I need this information to complete my tax filing.

  

  Business response

  01/20/2025

  HI

  Unfortunately, ONstar is an application through ***************  The dealership has no control of any of the Onstar features.

  Thank you

  ****** *****

   

  Customer response

  01/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VIN # ***************** 2012 CTS CADILLAC MILEAGE ****** - THE ***** WILL NOT OPEN, THE BUTTON CLICKS BUT DOESN'T RELEASE THE *****. THE EMERGENCY LATCH IS NOT THERE. MY BATTERY NEEDS REPLACING AND I CANNOT GET INTO MY ***** TO GET IT REPLACED. CADILLAC SHOULD NEED TO REPAIR THIS ISSUE

  

  Business response

  10/30/2024

  Hi,

  This vehicle has not been at our dealership.  I would advise the customer to go to a local dealer in her area and try and get ************** to cover the repair.

  Thank you

  ****** *****

   

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the Multicoverage Protection for a 21 Teguan. Had the car a few months and decided to cancel the coverage. I had similar coverage thru my insurance. ********************* said I could cancel at any time. So I called in June 2024 and he said no problem, he wasnt sure if theyd send a check or something else. Give him two weeks. This would be the end of June. I waited and called and called. Left messages for a month! Finally got him and he says the check for over $1700was cashed. By whom? Its not in my bank. Not showing on my car account, its no where. I tried to escalate but it just went back to ******. Someone has made off with the money or it was never sent. Thats a lot of cash. Does the check have my signature on it? Nope. But he swears it was cashed. Did someone compare the signatures? I doubt it. After all those calls to the dealership I have nothing. The family deal is a lark and Im going to keep calling until this is resolved. Oh yeah, the electrical in the car is jacked up. Thatll be my next entry!

  

  Business response

  07/30/2024

  BBB,

   

  Cancelation was done on 6/20/2024 and funds were just released the other day 7/26/24 and will be sent to the Lien Holder Ally Financial.  Please see attached documents to support this.

   

  The funds cannot be sent to customer if Lien is on vehicle which in this case their still is through Ally Financial.

   

  Thanks,

   

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

  Customer response

  08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 gmc at4 1500 and in the past 2 years the truck has been in and out of the dealership having multiple problems with motor and transmission also other issues with it and the dealer and gmc have denied buy back. I have paid more than ****** dlrs and I honestly don't think that is fear for me to be driving what I consider a lemon truck. Gmc doesn't give me a reason for buy back or trade in for every claim I have filed.

  

  Business response

  07/31/2024

  We cannot locate this customer in our systems, we would need more information.

   

  Please advise

  Thank you

  Customer response

  08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried for 4 months to cancel a Easy Care Plan that won't cover anything. Company made clear that I was able to cancel at anytime. One month ago ***** and ****** (GM) promised me a full refund of the plan. ****** was very positive and described in his detail of the refund and it was documented on a recorded line and then through text with *****. Both parties are refusing to acknowledge and follow through on it.

  

  Business response

  03/26/2024

  Full refund of the service contract has been issued in the amount of $4,213.00.  The customer received $642.01 and the lender received $3,570.99 for a total of $4,213.00.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently purchased a used vehicle and in the process I viewed documents and the 172 inspection was never completed and the offer and advertising stated it was. The first attempted purchase was a lemon no inspection done and confirmed by employees and than we went through two more vehicles as they attempted to find a replacement for us and both those vehicles were stated to be certified 172 inspection and were not. Confirmed by documents and employees. We were than pushed into a quick decision and have a replacement vehicle we would have never have purchased under normal circumstances. To summarize, all 3 vehicles stated 172 inspection completed and all 3 were not. Two employees confirmed they were not inspected as advertised. With the limited sampling, walking the lot and discussion with the employees I would bet anything that more than 50% are advertised and communicated to potential customers as pre owned certfied 172 inspection and are not. This refers to the Flushing and Clio location at this point. Attempts were made to speak to any of the Lafontaine family business owners just to pass on my concerns if they are not aware but even as a customer we were told you can not contact them via phone or email. I did not make any further efforts to contact ownership. Just concerned of the potential gross fraud and false advertising.

  

  Business response

  01/18/2024

  WE HAVE NO ONE BY THAT NAME PURCHASING A VEHICLE FROM LAFONTAINE **** FLUSHING WITH THAT NAME, WE HAVE A  ***** BUT NOT A ***/*****************************

   

  COULD THE CONSUMER PROVIDE THEIR VEHICLE IDENTIFICATION NUMBER OR DEAL NUMBER 

  Customer response

  01/21/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  They know by my last name exactly what vehicle transactions this complaint is referring to.  Purchased by my wife, ************************************.

  First attempted purchase : VIN *****************  2019 **** SEL AWD.  Purchase Date :10/17/2023

  Paid for and title transferred. Under their contract stating that the 172 inspection was completed and passed inspection.

  Had to return because we became aware the heat did not work. They took into shop for what I thought would be a quick fix. Ended up to have over $15,000 plus in repairs. They literally backed out of the deal. Found out through their own paperwork and employees that the inspection was never done. 

  We had paid additional monies and traded in the only vehicle we owned.

  Pressured into and a hurried decision on a replacement.

  Second purchase : VIN *****************  2019 Jeep Compass Limited.  Purchase Date :11/21/2023

  At the time of purchase we were told inspection was done and it was not. Forced them to inspect. 

   

   

   

   

   

   

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

  

  Business response

  01/29/2024

  
  Mr. ***** **********************, 
  
  We you sold a 2019 **** Edge on 10/04/2023. We inspected the Edge on 08/25/2023 when we acquired the vehicle. At that time, we did a used car inspection, oil change, a BG pre-owned kit and replaced a catalytic converter on the vehicle and no work was declined or missed upon inspection.  
  
  At the time of purchase the customer was offered an extended warranty, which was declined by the buyer. 3 days after the customer purchased the vehicle,they brought it back for concerns that the heat didn't work. Upon inspection we found that the hvac, long block and the radiator had problems that came up. At that time the customer didn't want to come out of pocket for the repairs, so we offered an alternative option to get in to another vehicle that didn't have concerns. 
  
  So, on 10/17/2023 Mr. ***** *********************** purchased a Jeep Compass from us that we got from our ******* Location. At that time, we unwound their previous deal and gave them back all of their money back and sold them the Jeep at the same price and structure as the previous deal. The Jeep was the same year with ****** less miles than the Edge that they originally purchased. They had an option and were not forced to get that specific vehicle. At that time of purchase the customer declined any extended warranties made available to them. 
  
  They came in a couple weeks later in November after the Jeep was purchased and were unhappy with it and we offered to work with them and try to get them into another vehicle and or offer a complimentary comprehensive extended warranty for 36 months or ****** miles at no cost to them. We weren't able to find a suitable vehicle for them at that time, so they had gone with the complimentary warranty we had offered at no charge.
  
  Since the start we've been willing to work with Mr. ***** *********************** to make sure that they are happy. They've dealt with *********************** our General Sales Manager, and **** has kept ***************** the General Manager informed on our guests concerns.
  Any questions or concerns please feel free to contact *****************,General Manager at ************ or *********************************.
  
  *****************
  General Manager
  LaFontaine ****

  Customer response

  02/01/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  LaFontaine's first paragraph of their response::
  
  "We sold a 2019 **** Edge on 10/04/2023. We inspected the Edge on 08/25/2023 when we acquired the vehicle. At that time, we did a used car inspection, oil change, a BG pre-owned kit and replaced a catalytic converter on the vehicle and no work was declined or missed upon inspection."

  This is very concerning with the lack of transparency by LaFontaine. We brought the car back in two days after purchase because the heater did not work. I assume one of the ******************************************************** a vehicle works. When they took the vehicle in to check the heater they found over $14,000 plus of repairs needed. I was told they were taking it to auction and cut their losses.

  With what is mentioned above any sound person would conclude the inspection was not done. 

  I look to the BBB for guidance, we could spend months going back and forth on there very questionable responses.  
  
  Regards,
  
  *************************

  

  Business response

  02/16/2024

  
  ***,

  Again, the initial inspection was done 08/25/2023. When we did the inspection, the vehicle didn't show any issues with the vehicle that you had problems with. At the time of you purchasing the vehicle you had an option to purchase an extended warranty which was declined. We stepped up to try to help out with the situation and helped to get you into another vehicle. There was nothing forced and you had options. At that time, we didn't have to assist but we did because we wanted to help you. 

  Your response back doesn't state what you're looking for? 

  Regards,
  
  *****************
  General Manager
  LaFontaine Ford
  Direct: ************
  Email: *********************************

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car on 8/31/2023 at Lafontain Plymouth. I signed papers but was told the car needed a safety inspection and detailing. The car was ready for pickup 9/6/2023. On the first day my check engine light came on. I took time off from work and drove it to Plymouth. They looked at the car for about 15 min told me it was fixed. The very next morning I again had a check engine light. ******** sent a driver out to give me a lease car and take my car to fix it. They kept my car for about a week and it was returned to me fixed on 9/15/203 only to have the check engine light come on a third time. This whole time, I was trying to get them to give me my truck back that I had traded in and was told it would be tricky. My mom drove to Plymouth that Friday night to talk to *********************** and had arrangements made to have my car picked up Saturday the 16 and brought to the LaFontain in Highland ** for repair. It is now 9/23/23. I called a couple times as did my mom, during the week for updates on my car repair and there has been no returned calls. I contacted ***** (doesnt work in service) at LaFontain Highland and she called me today and said service would call with an update. They never called. I was sold a faulty car. I was told if the check engine light were to come in again, they would try to switch my car out for another car. I am disappointed that I bought the car almost a month ago and they have not fixed it or bothered to call me in regards to the repair. My mom emailed people higher up in the company in regards to this issue over a week ago, again with no response.

  

  Business response

  10/04/2023

  We were in touch with the customer on the Friday prior to this complaint coming in. We had the vehicle ready to go first thing Monday morning for the guest. We got the vehicle back to the customer with no issues and customer was happy. No further assistance needed on this matter. 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I responded to a solicitation to purchase a used cadillac escalade from LaFontaine ************** in ********* MI I drove all the way from *** to ********* ** to inspect the car. It was not what i was looking for but the sales person refered me to an alternative which was what i wamted. I returned home and negotiated the deal for $80,500. on Wednesday Sept 13th. Communicated details, ******** advised he had secured the vehicle from his other company store to prepare for my pickup. on Wed Sept 13 and Thursday Sept 14th.. On Friday Sept 15, confirmed arrangements to pick vehicle up week of Sept 18. And offered to wire a $5k deposit to hold the car, which the sales person agreed to and i then requested wire instructions, (which he did not send) Confirmed availability again with salesperson over the weekend and on Monday Sept 18 i secured a cashiers check art my bank for $80,500. payable to LaFontaine. I secured insurance coverage through Progressive on vehicle VIN and engaged my attorney in ** (*****************************, ***********************, ********, **) to complete title and registration sending him full vehicle information as received from salesman, and set departure grom *** to go pick the vehicle up. ******** did not respond to my text regarding confirmation of the correct and complete name for the cashiers check. After several texts i phoned and got his voice mail. Late in the day he texted me saying they sold the vehicle "over the weekend" to an inside employee of LaFontaine. This appears to be classic bait and switch and poszibly fraud. I have encountered expenses of superhero between $2k and $5k and worse yet, passed over a similar deal on another deal in the meantime costing me savings of approx $5k.when then comparing available alternative vehicles currently available.

  

  Business response

  09/19/2023

  How I can understand the customers frustration with the situation that they described in the complaint there is more to the story than has been shared with BBB. Though LaFontaine is a large company each of our dealerships operate separately. Under no circumstances did LaFontaine Buick GMC ******** perform any unethical sales practices. The vehicle that the customer wanted to purchase was not own by the ******** store, so if *************** had a customer (internally or externally) they have the right to sell the vehicle. That is the exact reason why we did not collect any funds from the customer. 

*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. ↩