Complaints

This profile includes complaints for Bob King Buick-GMC, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bob King Buick-GMC, Inc

  5115 New Centre Dr Wilmington, NC 28403-1629

  
• 

  Bob King Buick-GMC, Inc

  PO Box 3067 Wilmington, NC 28406-0067

  
• 

  Bob King Buick-GMC, Inc

  5011 New Centre Dr Wilmington, NC 28403-1613

  

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:08/27/2024

  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 brought my 2018 GMC yukon xl to *************** to have the water pump replaced in May. Within 2 weeks after replacement i noticed my cars fan working over time. My husband noticed that I had barely any coolant circulating out of the reservoir. We then purchased coolant and refilled it. This then happened again and we realized there had to be a leak somewhere. We made an appointment with ******* to look at the Water pump to make sure the seal was working properly and we were told the leak was indead coming from the one of the heater hoses. Our service advisor ***** told me specifically that the car had been completely looked over and was in excellent shape, except this slow leaking hose. Everytime we have taken our suv to get a repair at this location we always come away without the issue being fixed and a bigger issue arising. Why is it that the only issue I had in the beginning was the need for a water pump replacement and time I let *************** Mechanics put their hands on it I now have another issue and they are reusing to own up to it. We didnt not allow them to fix the hose because I have fully lost all trust and respect for this company. Now after we have taken my car to be diagnosed by them my coolant leak is even worse. Today my husband called and spoke with 3 different people and expressed his great frustration and all their response is to bring it back over.. absolutely not!! Now this afternoon my husband has finally discovered the leak is actually coming from the coolant reservoir. The leak is right where it is bolted and it looks like someone put pressure on it cause it to slightly crack near the bolt. I 100% believe the mechanics at *************** are at fault. There is absolutely no way I take my car in with a perfectly fine reservoir and then leave with a coolant leak. As much as they charge, they cant even own up to their mistake. How many others are they doing this to and in turn are having to pour out money for replacements at the fault of *************** employees!

  Business Response

  Date: 08/27/2024

  *************** came in May 1st with 158k with a noise concern. They stated another shop told them that the water pump was the issue. We verified that the noise was in fact coming from the water pump. At that point they authorized the water pump replacement. When ******************* reached out with a leak concern, the vehicle was brought back in for a thorough inspection. On August 22nd with 166k the vehicle came in and our team confirmed that the water pump repair was still intact, but we did identify that the heater hoses were leaking. Given that nearly ***** miles have been driven and over three months have passed since the water pump replacement in May, various factors related to the vehicles age and mileage may contribute to new issues. We also made ****************** aware that they did have a broken engine mount on the left side, this will allow excessive movement in the engine compartment area as well as putting unnecessary strain surrounding components, including the heater hoses. If there had been an error on our part, we would have addressed it accordingly. However, we believe the current issues are related to the vehicles age and mileage rather than a mistake from our service performed. 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22199747
  
  I am rejecting this response because:
  The hose actually wasn't leaking at all!! ****************** said was the only issue and other thab the hose leak was 100% in perfect condition. Even though the hose was replaced the leak continued. ******************,  who you hired as your service advisor, tried to tell me that the heater hoses werent even touched during the water pump replacement, when I questioned why they were "damaged"... maybe he needs to be reeducated but said heater hoses attach to the water pump system.. They must be disassembled to replace it.. correct?!?! .. I should have known not to return to *************** The last time I had an issue fixed and then had to re-return because your said issue still wasn't fixed, and your service advisor ***************************** said exactly to me "Well sometimes, it takes trial and error to figure out the exact issue, even though I know that cost you more money" What a ******** statement and a s***** company!!!! If I were ***************, I would be rolling over in my grave knowing yall are the people left representing my company and my legacy. You should all be ashamed of yourselves!!
  Sincerely,
  
  *********************

  Business Response

  Date: 08/28/2024

  Id like to clarify a bit more regarding the heater hoses and the recent repairs on your vehicle.
  The heater hoses connect to the water pump housing and the water pump is bolted onto the housing. Since we only replaced the water pump and not the housing, the hoses did not need to be removed during the replacement process.
  We understand that you had the heater hose repairs performed elsewhere after our service. Because these repairs were done by a different shop, it is challenging for us to verify the specifics of the work completed or assess how it may have impacted the ongoing issues with your vehicle. This makes it difficult for us to accurately diagnose any further concerns or discrepancies.
  We apologize if there was any misunderstanding or if this information was not clearly communicated by our advisor. Your feedback is valuable to us, and we will address this internally to improve our communication and service.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22199747
  
  I am rejecting this response because:
  Actually another shop didnt repair my heater hoses, My husband did. He specifically did the job himself because *************** was going to charge almost $900 for a 45 min job and my husband bought the part for only $55. Only to cone and find out the heater hose wasnt even the issue all along. Which your technicians stated to our service advisor was the only issue existing. A person with no schooling and/or classes in auto mechanics can easily figure out the exact issue but your certified techs who specifically do this for a living cant even figure out a simple issue! My husband didnt cause any more issues to the inital issues caused by the technicians working for your company or the issues they continued to cause with each visit!! We are very upset loyal customers who put our trust in your employees and your company to in turn be completely screwed over by yall!!

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

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my Yukon XL in January 2022. I received my Yukon XL in March 2022. I was not told my vehicle did not have the retrofit parking sensor until the day I purchased my vehicle. The sales associate told me I would have the retrofit sometime in the summer latest. I have now had the vehicle for over 14 months and still do not have the retrofit. I have been told to contact GMC directly, which I have done. I have been told to contact the dealership which I have done. I still have not received my retrofit when the new 2023 vehicles already have it in. There is no end in sight. There it has been no compensation for not having the retrofit. I am paying for a feature in my vehicle that I do not have. I hit some thing with my vehicle and it wouldve been prevented if I wouldve had the retrofit parking assist available.

  Business Response

  Date: 05/12/2023

  The customer is correct. They have been waiting for the retrofit to be released by *************** We have tried to keep the customer updated, even when no new information has been released by *************** We asked for another update yesterday from ************** and were informed they are hoping to release the retrofit in July. The customer was updated with this ETA. We understand the customer's frustration. The dealership is not capable of getting the necessary module and software update until ************** releases it. We will continue to check the customer's VIN with ************** in case the retrofit is released earlier than the current ETA. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20051118
  
  I am rejecting this response because:
   
  What *************************** responded was true. They are accurate with all of the information they stated. But once again I am paying for a feature that I have not received. When you buy a $70,000 vehicle you expect to have all of the parts with it. And if not, then compensation should be awarded. Of course I would like the problem to be fixed but I understand the retrofit is out of the dealerships hands. Either *************************** or ************** should be getting the retrofit to the customers that have already paid for their vehicle. They also should be giving some type of compensation since the sales rep told me that I would have the retrofit three months after the purchasing of the vehicle. It has been 14 months.
  Sincerely,
  
  *************************

  Business Response

  Date: 05/15/2023

  Unfortunately, there is nothing further the dealership can do at this time. ************** has not released any parts for this repair. We can't order the parts or request them until ************** say the parts are available. ***************************** is checking the customer's VIN each week. As soon as there is a release from **************, ****** will order the parts and update the customer. 

• Initial Complaint

  Date:03/13/2023

  Type:Delivery 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 2023 Buick Enclave in late July/early August 2022. The one they had in stock was missing the front and rear park assist chips and the tint on windows. Was told chips were slightly delayed but would be installed free of charge once they arrived and they would apply my tint then too. It has been 7+ months and no sign of chips. I paid for this feature on my car but it is not and no one seems to be able to tell me when.

  Business Response

  Date: 03/13/2023

  We completely understand the customer's frustration. ************** have several retrofit repairs that have not been released as of this time. Over the last year, they have released some, but there are more to come. We get estimates of release dates, but these have gotten pushed back. I have some customers that I personally check their vehicle each week and send them a text to update them. I can add this customer to my list if he would like. Unfortunately, Bob King Buick GMC cannot get the parts until ************** releases them. 

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2022 Buick Envision Avenue on 4/27/2022. At that time I was told that my heated/ ventilated seats did not have the necessary parts to activate them. Buick informed me that as soon as they come in they would install them. I have contacted this dealership several times . Each time I call I was told the parts would be in in a month or two. It has been 11 months since I purchase the car and I still have no definitive date when this will get done. I would like to get what I paid for.Thank you *********************************

  Business Response

  Date: 03/10/2023

  We completely understand the customer's frustration. ************** have several retrofit repairs that have not been released as of this time. Over the last year, they have released some, but there are more to come. We get estimates of release dates, but these have gotten pushed back. I have some customers that I personally check their vehicle each week and send them a text to update them. I can add this customer to my list if he would like. Unfortunately, Bob King Buick GMC cannot get the parts until ************** releases them. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19579190
  
  I am rejecting this response because:

  I have waited to long ( 11 months) for this to get resolved. I was told months ago that my sales person would update me on the progress . I would like someone to give me updates and give me an estimated time of completion . 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/14/2023

  Unfortunately, the dealer does not facilitate the ETAs of the retrofits. All the information comes from the manufacturer, *************** who supplies the parts to the dealers. We have been given many ETAs from ************** since they released vehicles with retrofits. Some have been correct, but some have not and have been pushed back several times. As soon as we are given an ETA, we can update the customer. They will receive notification from ************** also. Again, I have a list of customers that I personally check their VINS each week and update the customers. I am happy to do this also. This is all we can do for the customer until the retrofits are released. It might have been more beneficial to do a BBB case against **************. It might help them see the customer and dealer situation better. We pass on all feedback we receive, but coming directly from the customer might be a good idea. Surveys only affect the dealership. This case only affects the dealership. We understand the frustration and wish there was more that we could do to help all the customers affected. 

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12 November I visited the Pre-owned section of *************************** ultimately trading in my 2014 Jeep Wrangler Unlimited Sahara for a 2021 ****** Rav 4. On the date of the sale the sales person ***********************************, along with the business manager ***************** and the sales manager ***** stated that they were unable to submit for registration of my new to me car in my state of residence if I outright purchased the vehicle that day. They stated that all registration/titles went through a third party vendor and that they only had access to use them if a lien was established on the vehicle. Ultimately to streamline the process, I did the loan and paid it off December 12th through GM Financial.On 12 November, ***************** was unable to complete the bill of sale for title/registration of the vehicle in ******* due to the inability to reach their third party vendor. I was given a dealer tag and told to come back on 14 November to complete any remaining paperwork. I returned on the 14th and was given a 30 day tag and asked to sign all paperwork again. I was told should any problems arise the third party vendor would contact them.On 20 December, I had not received any word on the title/registration of the vehicle in *******. My 2014 Jeep was now flagged with the *********** due to no insurance being carried on the vehicle (it was switched to the 2021 vehicle on the date of sale). I reached out to ************************ on 2 January who told me he spoke with his title clerk and everything was submitted and marked as "final" in the system. On 5 January I followed up with the ******* County ** tax collectors office. Several days after the initial contact I received word from **. After speaking with the *** office Supervisor *********************************, we found that there was no paperwork in the system on 9 January. I contacted *************************** for resolution and was given the runaround, ultimately told that as of 1:30 pm 9 Jan was paperwork was mailed. I asked for proof and none given.

  Business Response

  Date: 01/12/2023

  Contact Name and Title: *******************. Relations
  Contact Phone: ************
  Contact Email: *******************
  The last update we have from Opus is still from 1/9/23 at 1:33 pm. It shows the status of the paperwork to be with the **** Our Title Clerk will call the *** at 9:00 am when they open and see if they can provide another update. If they are able to give more information, we will update the case again. We are attaching a print screen of the last update from Opus.

  Business Response

  Date: 01/12/2023

  ***Document Attached***
  
  See Attachment/File: ****************************pdf

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Vehicle was purchased on 12 November. Whether you choose to follow ** law or ** law ***** post purchase the paperwork should be sent to the **** Both *************** (based on conversations with Opus, their 3rd party vendor) showed that the paperwork was not sent to Opus until just prior to 30 days and then Opus sat on it and made requested corrections and didn't ultimately send to the **************** until 9 January. Your process within the company and with your vendor probably warrants a review. Coordination with the **************** and the military member department led to the ******************** expediting the process due to the delay by ***************. To add, your Business manager instructed me that had I not been difficult and registered in ** this wouldn't have happened and it was my fault. Service members are authorized to register in their home state. If your company doesn't wish to allow for out of state registration it should be explicitly stated. Blaming a customer for your company failing to comply with two different states purchase/registration paperwork submission to the *** is a failure on the business.

  Business Response

  Date: 01/20/2023

  Opus has updated ** today that the tag will be delivered to the customer on Monday or Tuesday of next week. Handling out of state sales are difficult. However, we are going to assess our internal process. We are also going to see if Opus is the best option for handling our out of state deals.

  Business Response

  Date: 01/20/2023

  Also, during this time, Opus changed their entire platform. When our Title Clerk called Opus, she was told by the Opus employee that they weren't fully trained on the system yet. So the delay was not fully on ***************. Correction: the new registration will arrive to the customer on Monday or Tuesday, not a new plate. Our managers did not call the customer difficult, they explained this process is difficult. They also tried to get the customer to register in **************, which could be done even if she is a service member.