Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  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 from this dealership 5 months ago. Had the vehicle for a little over a week and it's been in the shop since. The warranty company, who will also be receiving one of these complaints, is refusing to repair the car according to an ase certified mechanics advise. The finance manager, ******* told me to call him if I had to have any repair work done and the warranty company gave me troubles. This man was nothing short of rude and done very little if anything to help the situation. The mechanic is screaming new engine due to internal damages, the warranty company is saying they won't cover the engine. Be very wary of this place and their warranty company

  

  Business Response

  Date: 01/13/2025

  We can look into this more, but the Warranty company is a 3rd party and they set the rules for repairs. They also have their own investigators that were/are mechanically inclined.

• Initial Complaint

  Date:08/20/2024

  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 traded a 09 chevy silverado with absolutely nothing wrong with it on 7-7-24 for a 02 jeep wrangler cause I've always wanted one so we are driving it home and get about 10 miles from the car lot and the check engine light starts flashing and it wont go over 45 so i call the sales man and he wont answer his phone so i baby it to Glenwood which is about another 20 miles stick it on the code reader at ******* **** ***** and find out it has 8 different codes so i baby it all the way to red oak and text the salesman and he says ill talk to my manager and get ahold of you the next day which never happend so i called a coupleother times and they kept saying he buzy or gone or he'll call you back which he never did so finally i called him back and he said ill let you talk to the manager and the manager said i should have bought the extended warranty and theres nothing they can do and was a total jerk and said that its used you are going to have problems which you shouldnt have any the first 10 miles after you buy a vehicle now its setting in my yard cause when you put it in drive it clanks into gear its leaking antifreeze and the brake lights flashing its throwing a whole bunch of different codes when you drive it out of town and is leaking water inside when it rains and i havent even payed my first payment yet and all it does now is sits

  Customer Answer

  Date: 08/27/2024

  We tried the 4x4 out and it's making a bad clanking noise and we found out there's a whole bunch of loose stuff underneath 

  

  Business Response

  Date: 09/09/2024

  *** ******   

  You were offered a service contract multiple times, you always have the ability to the vehicle to a mechanic prior to purchase. We sell all of our vehicles AS-IS, you signed in 4 different spots that you understood that the vehicle is AS-IS and you were declining any coverage for any mechanical breakdowns. 

   

  At this point there is nothing we can do because of you decline coverage and purchased the Vehicle AS-IS. 

• Initial Complaint

  Date:06/03/2024

  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.

  Paid for key fob replacement and so on contacted business they do not call me back. They keep ignoring me for the last three weeks, which is a insurance claim on their end.

  

  Business Response

  Date: 06/06/2024

  Please call or email me directly so I can get this handled for you! *****@gretnaauto.com or ###-###-#### ask for ****

• Initial Complaint

  Date:05/20/2024

  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 bought a Toyota from them on April 16, 2024. I bought it from them as is and didn’t purchase a warranty. The day I drove it home there was an oil leak that had been going on for a while as there was oil that had built up where it was leaking. I confronted them about it and we scheduled a time to have them take a look at it. Went in had the mechanic look at it and he told me that they would order the part to fix it and I wouldn’t be charged as it was broken before I bought it. 3 weeks go by and I still haven’t heard anything about the part getting in. I get a hold of them and they tell me they haven’t even ordered the part and they weren’t going to cover this expense. I think it is wrong of them to say that the car is in great working condition and something be wrong with it the day I buy it. I also think it is wrong of them to act like they don’t care because they already got paid so it isn’t their problem anymore.

  

  Business Response

  Date: 05/21/2024

  All vehicles are sold 100% as is. Unfortunately we do not have the ability to know when a part on a vehicle may fail. This is why we offer extended service contracts on all vehicles! We could get you a discount at a 3rd party shop.

• Initial Complaint

  Date:02/07/2024

  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.

  Traded a 2014 Yukon XL for a newer, less mileage 2015 Yukon XL. Date was 1/31/24. Spent 17,400 cash for difference after they offer 9,000 on our trade. Not even a week later, we’re told by our mechanic that it needs torque converter which in turn may be new transmission. Bad grinding noise, rumble strips, underneath vehicle. It happens around town at low speeds & higher speeds too. Tried contacting the salesman who sold us vehicle, said he’d call back , left message, texted, said he’d call in evening, etc. talked to owner of dealership next day & acted like they didn’t know us, nothing they could do. I feel as though they knew about the issue, covered it up, & sold it to us anyway, now avoiding us. This is our third vehicle from this place. There are always issues, or things to fix. We will never be returning. Third time is NOT the charm. Looking for them to do the right thing. Just fix what you owe to us, or make it right.

  

  Business Response

  Date: 02/07/2024

  Spoke with guest yesterday 2/6/2024, pulled the deal from when they purchased. They decline 4 times for an extend warranty to protect them in this situation. They signed the As-Is buyers guide noting that vehicle is as-is and anything going wrong is at there discretion. When they purchased they noted that the vehicle was a little rough and they would take care of it and that is why we agreed to the customers number. 

  Customer Answer

  Date: 02/07/2024

   
  ********** ********
  
  I am rejecting this response because:

  That is FALSE! We found nothing wrong nor heard any wrong noise on our test drive. We never said anything about taking care of faulty problems. We felt there, maybe for once, were no problems, hoping we’d get lucky this third time. We are not disputing that we signed for no warranty. We do that each time. A dealership should back up their vehicles, whether you purchase their pricey warranty or not. It was only THREE DAYS after purchase. We have done our research, been to mechanics, and turns out, you can flush a transmission and put additive in, to bandaid the situation. I’m sure that is what happened. We were begged to award them a 5 star review before leaving their property. We were happy with it at first, and our eyes have opened this time. This is truly sketchy. Not about the money or getting it fixed, as we have the means to do that. It is about principal, being right from wrong, and how you all sleep at night. 

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

  

  Business Response

  Date: 02/09/2024

  Unfortunately we are not able to see the inside of the transmission to see the wear on it. This is why we offer extended protections to protect the consumer. We would be more than happy to refer them to a 3rd party shop to get the work done at our discounted rate.

• Initial Complaint

  Date:01/22/2024

  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.

  We bought a car from Gretna auto outlet. This was on 2/26There were 3 things they had to fix. Passenger seat heater. Drivers side heated mirror. Detailing the dirty vehicle. We still don’t have the car as of today, 1/19/2024

  

  Business Response

  Date: 02/02/2024

  Unfortunately the mirror took some time to get shipped to us, and once it was we found out it was the incorrect one. We then had to wait to recieve the correct one. The customer has taken delivery of their vehicle with everything fixed as promised!

  Customer Answer

  Date: 02/16/2024

  I do not accept their response. When I asked the salesman, ****y why the interior of the car had not been detailed as I had asked them to do, he said the shop guys had cleaned and vacuumed it out again, and it was the best they could do. Upon his statement, I pointed to some sort of grime on the seat which I rubbed off with my finger, there was pet hair throughout. There is a dirty smudge on the drivers seat that I will have to have professionally cleaned. And as far as the other things to be fixed, I have already stated the fact tahat they took four full weeks to get those things done. And using parts from the driver seat to fix the passenger seat heater is not acceptable at all. 

  

  Business Response

  Date: 02/16/2024

  Once again we have completed all items that were owed to customer. We did not do anything with the driver seat at all. I will still honor the detail that I have offered previously for 90 days. 

• Initial Complaint

  Date:01/12/2024

  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 ***** ********* purchases a 2016 GMC Sierra, used, *** ****** ***************** on 4-2021. I also purchased a bumper-to-bumper warranty. On or about 9-25-2023, my transmission went out of my truck. I took my truck to a certified mechanic that they approved on 9-27-2023 Mechanic informed the insurance company that the transmission has failed. They indicated, "they would send out a mechanic." They denied fixing it. ******, with Gretna Auto Outlet, location I purchased the truck and full bumper to bumper warranty from, indicated on 10-10-2023, that he will fix it, the person they usually deal with has passed it off to someone else. On 10-12-2023, Gretna Auto and the insurance company requested all service records. All service records were submitted. Then another denial. An appeal was submitted on 10-27-2023, as the new reason for denial was due to, "commercial plates on the truck." When we explained Dodge County uses commercial or farm plates only, they then asked for proof of that. On 10-28-2023, I submitted a letter from our county treasurer stating that Dodge County only uses the two plate options. This letter was shared with all parties. However, a denial again. Phone calls were placed to Gretna Auto on November 2, 20, 26 and 28th asking for help and support. I asked them to help advocate with the insurance company, to help pay the repair, vehicle rental or refund me all that has paid for the warranty that is no good and can never be used. I have asked for Gretna Auto to assist in advocating with the insurance company, I has asked both ******, warranty salesman and the sales manager **** ******** I am seeking either advocating and standing behind the warranty they sold me, pay the $5,000 to the mechanic along with the $1000.00 for rental or refund in full $3500.00 paid for the warranty. They have indicated they can't help. This vehicle is not used for commercial use and I am willing to share the letter from our county for you.

  

  Business Response

  Date: 01/23/2024

  Mr.********* did purchase an extended service contract from Gretna Auto Outlet. When purchasing the extended service contract he did not disclose that the truck would be a commercial use truck. The Insurance company visited the repair shop to find the truck with commercial plates, and Mr.*********'s voicemail indicating that he does in fact do commercial work. We attempted to assist multiple times only to be yelled, belittled, and cursed at each time. We have offered to cancel his service contract, and have not heard since. 

  Customer Answer

  Date: 02/22/2024

  Thank you for your  help.  Here is our perspective and information to support it.

  We read and have heard the reason for denying the coverage, we have heard you say “ is for the license plate having “commercial” use on them and you assuming the truck is being used for said purpose. We have on three occasions sent in the attachments to both Gretna Auto and the insurance company, as well as attempted to teach and share over the phone with them, that the truck is not used for commercial use and provide documentation from our county on “why” it is listed as a commercial on the license plate. The document shows that our county  (Dodge County- Fremont Nebraska ) only creates commercial or farm plates.   

  Therefore, the wrong warranty was sold to *****.  We have asked for either a full reimbursement of the warrant that has been paid or for them to pay for the transmission repairs with a denial of both request.

  They are still claiming the denial is due to “commercial plates for commercial use” even in the response to the BBB.  The truck is not used for commercial use and our county only provides licenses plates in this manner.  ALL trucks are titled with Commercial or farm in county as well as many other counties in Nebraska, they should not be allowed to sell this warranty coverage to rural counties. 

  Please see the documentation provided by our county office again.

  

  Business Response

  Date: 03/20/2024

  We have to let Veritas verify the refund amount in case there are any claims already paid out that we dont know about.  Cancel date is also unknown, but if we use today's date and the mileage of 109,000, there has been approximately 59.63% used if we consider miles, and 58.34% used if we consider time in force.  They will go by whichever is greater, which will be miles. There is also a cancellation fee that will be deducted from the final refund amount.  Believe that is $50 or $75.  If the loan is still active, we must send the refund to them as it was financed in the loan.

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/21/23 I purchased a truck and a powertrain warranty. Five hours after buying the truck the engine light came on and ******** informed me the timing chain was bad. I called asking to return the truck and Gretna auto outlet refused. They said that I had a warranty and they would fix it. After contacting *** I was informed it was a "preexisting condition. " I went to the dealership and was told everyone in charge was in a meeting. Two hours later I was told they would tow the truck and fix it. The truck was towed to a autobody shop where for 2 weeks I was without a vehicle. At this time I had paid ***** dollars down and a *** dollar payment was due. The payment was supposed to be 90 days after purchase as the sale sign informed me. When I picked up the truck from ***** ******** They were unable to supply me with an itemized receipt. The business my boyfriend owns has been unable to work due to not having the truck. A loaner car was requested and denied due to "insurance issues." Due to a shady practice and the inability to answer questions or talk to management I no longer have confidence in Gretna Auto Outlet.

  

  Business Response

  Date: 03/20/2023

  The customer's vehicle did have a mechanical issues shortly after purchase.  The warranty company did deny coverage, but out dealership immediately (with 24 hours of her complaint) got the vehicle into a repair shop.  The dealership paid for all costs of repair even though we sell the vehicles "as-is" except sold warranty coverage.  The consumer has also worked out a 90 days to first payment with the lender, which she informed us of just recently, although we did not promise a 90 day first payment at time of sale - it is something that we advertise for some well qualified buyers but was not requested at time of sale by this consumer.  In addition to paying for all the repairs on her recently purchased vehicle, we also cancelled her warranty policy at her request and a refund is in process currently.  We have done all that is possible to rectify this issue for the consumer and it is completed.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Gretna in November of 2021. The title was 2 months late so i had to drive my car with paper tags until the DMV finally received it. I was fine with that and let it go. What my complaint is, i bought a factory warranty from the dealer and cancelled it on June 16th and I was supposed to have a ***** (not the exact number, but close) credit back on my loan within 2-4 weeks. I have called, and called, and called and I'm honestly just getting the run around. Roughly two weeks ago the finance gentlemen was not friendly. I don't know what else to do anymore. I have also been paying extra interest on the loan since June 16th due to their lack of agreement on canceling the warranty policy.

  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 8, 2022/10/24) */ We have sent the check multiple times to ******* they have returned it. We called our rep and got an additional address. The Warranty was canceled when stated it has been a mailing error with. Not to excuse the unfriendliness you receive when you called in. I left Mr. **** a message, to give him the tracking number of the check going out a 3rd time. Consumer Response /* (2000, 10, 2022/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the funds today. Thank you so much for handling this matter!

• Initial Complaint

  Date:08/17/2022

  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 bought and financed a truck, ************** through Gretna Auto Outlet. The truck was purchased on July 22,2022. The truck was originally listed at $****** and they came down to $****** with $***** down. We were informed that the truck had gotten checked and gotten a clean bill of health from a trusted shop, *************. After one day with the truck I called my salesman, Shaun, and explained all the issues I was already having. The AC, an oil leak, problems w the sun roof and more. He explained they could take a look. After looking at the truck they determined it needed over $****** worth of repairs and would not pay to fix it. We confronted them about lying about the clean bill of health and ************* confirmed the truck did not get a clean bill of health and that they had lied to others before and would be confronting them themselves as well. When confronting them about the lie they were very apologetic and submissive. After sitting down w the owner we came to an agreement that they would find us another truck of equal value and transfer the loan. After a couple weeks we received only a couple options and neither were of equal value. We explained why these trucks would not work. After finding a truck they believe is "perfect" they explained they would not look for any other trucks and it was this or nothing. We expressed we would like to just return the truck and cut our losses but we are having issues getting that done as well. We were also told we could drive the truck until they found a new one, under no impression we would be paying for anything towards this truck, and we recently found out we will owe the first months payment of $***. We have also already set up insurance and made the first payment of $***. Attached are the screenshots my significant other and the salesman, Shaun's, messages about the truck before the purchase.

  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 8, 2022/08/29) */ Unfortunately, vehicles are mechanical and unpredictable. We feel the offer we made of them being able to trade the vehicle in was a fair offer.