ComplaintsforTulley Buick/GMC Trucks/BMW/Mazda

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car in July of 2023. Had many issues with the engine light within a week of having it. First issue was for 02 sensor brought it back to Tulley. They supposedly had it fixed. Shortly after light came back on and brought it back and thats when they discovered it didnt have a catalytic converter which I believe is legally required prior to the sale of any vehicles in *************. So I dont know how they passed it through inspection in the first place. Light is back on again and my whole engine is taken apart and it is quoted to cost about 14000$ which majority is covered by warranty. ******** said there were missing bolts and things were not correct.

  Business response

  04/03/2024

  Hello, 

  We currently don't have this vehicle in for service so we cannot speak to current condition. No notes in our service records about a catalytic convertor missing, there were faults stored and at that point the vehicle went to a ram dealer to be diagnosed. The vehicle was brought to a Ram franchise and it installed a new catalytic convertor to take care of the fault. Never a mention that it didn't have on. Not sure where that comment came from.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/1/24, my *********** dropped off our 2013 *** X5 for service. We suspected there was something wrong w/ the ****************** confirmed this when we called to schedule the appt. On 3/4/24, notified of a handful of issues that included the *** valve. We have a ************* told that this item would be covered, they would submit to the warranty & get back to us. We then received another message from service informing us that this was worded incorrectly to the warranty **** so they denied the ********** are now responsible for the repair. We didn't have the funds for all repairs so we paid the $219 diagnostic fee.On 3/5/24, went to pick up our vehicle. After waiting an hour, I asked the front desk what was going on. A runner came in w/ a battery charger in hand, explained that our car had been left open since Sat. & caused the battery to be drained. He was able to temp start it, but the battery was now "no good". This is unacceptable, not our ****** I request to speak w/ a manager. ****** (Mgr) agreed this was their ****** provided me w/ a loaner while they tried to recharge the battery & look at what when wrong w/ the claim submission to see what he can do.On 3/6/2024, *** in service messaged they are unsuccessful in charging the battery & that we are now responsible for replacing the battery - $522! I request to speak to the manager again & was told he was not available. After leaving 3 messages during the day, I am told he is either in a meeting or at lunch. At 3:30pm, ****** calls, aggressively telling me this is not their ****** **** are responsible. After going back & forth, ****** explains his only resolution is we pay for the replacement - $250 & he would waive the installation fee or we can pick up the car & figure it out ourselves. We were left w/ no car/option; so we paid the $250 fee which I still feel is not right! My husband was left waiting hours before he was able to leave with our vehicle. Since, the battery has died TWICE!

  Business response

  04/01/2024

  Client spoke with our Service Manager and we will be refunding $219.00. Vehicle has been starting ok since client picked up vehicle. Discussion happened in regards to this complaint being redacted. 

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

  Customer response

  04/01/2024

   
  Complaint: 21447606
  
  I do not accept the business's response as a resolution to my complaint because: The car was recently returned to them again for the doing multiple times due to a parasitic draw according to service. They offered no loaner. I had to pay out of pocket again for a rental. Service found nothing and had us collect the car. Once this BBB complaint was received, ****** spoke with my husband, only offered $219 despite the continuous issues and told him we arent welcome there anymore which is unprofessional and retaliatory. We want the full refund and the car fixed correctly.
  
  Sincerely,
  
  ***********************************

  Business response

  04/04/2024

  Hello, 

  Client came in originally for a check engine light. We diagnosed check engine light for $219.00, client declined repairs. Battery went dead while in our possesion, replaced battery. Cost of battery only; no assoscited labor with battery replacement. One of our *** trained technicians then spent an hour looking for a reason as to why the battery **** down, and wasn't able to find any issues at that time for the dead battery. Reimbursed Client $219.00 for the check engine light diagnostic charge as a goodwill gesture. Client now is looking to be reimbursed $252.00 for the battery.

  Tulley BMW has been more than reasonable in this situation. When we have clients that are not reasonable with a situation and/or circumstance we offer clients to seek repairs elsewhere. Tulley has been professional and reasonable with this circumstance which Tulley BMW has 0% responsibilty for. All offers of goodwill was done to maintain customer satisfaction and not an admittance of liabilty. 

  Tulley BMW will not be reimbusing client any further and consider this situation closed. 

   

   

  Customer response

  04/05/2024

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have submitted all of the paperwork that I attached, communicating ,to them that the work was not done as indicated and they destroyed my tint they have left oil stains all over my interior and damaged My leather seats. They deny everything except the evident damage. When they offered to fix my interior, they then rescinded their offer because I did not respond to the email questioning the tint percentage in a timely manner. The mgr is now calling me harassing and that I need to stop all communication immediately. I have been polite and professional and now they are threatening. I have attached as Many emails as possible as Well. I did file a complaint with the attorney general wherein it is suggested I open a small claims case. I wrote today as a last effort and this is when he began to attack me.and now have been told by the manager John M***** that I am harassing them and to stop all communications immediately. It is impossible to argue facts and I believe this is where his attacks begin. I am now nervous, afraid and belittled.

  Business response

  11/27/2023

  We performed some simple maintenance operations back in April. Initially, this customer accused us of not performing any of the work. She attempted to reverse her credit card charges but was unsuccessful based on her credit card company's findings. She then wanted us to reimburse her for all the services performed and stated (just give me all my money and i will go away) She has a vision waiver on her license that allows her to have tint on the front windshield, this is installed on the inside of the window. State law requires all stickers to be installed on the inside lower left corner of the windshield. It's a challenge to place a sticker in that spot under normal conditions, but in this scenario, we had to remove a section of the tint film to install the sticker. We did the best we could but there is no template device for this. She continues to badger and harass our staff. We offered to replace the tint and clean any spots that she feels we created and asked her for the level of tint that was on the vehicle. She responded by revisiting her complaints etc. We just wanted a simple question answered. She has stated in writing that she doesn't want to return to us ever again. We have rescinded that offer and asked her to stop this harassment. Just to repeat, these were simple maintenance services performed over six months ago. We haven't been in business for over 66 years by using business practices she has suggested.       

  Customer response

  11/29/2023

  I brought my car in to Tulley GMC, (and not a local garage), because I thought, and explained to Nick the Service intake agent, (who was apparently fired, and not able to assist in discrepancies due to his absence.  I was told he was fired for multiple reasons and that service was “not surprised” that I had a complaint.  The window tint was cut beyond the inspection sticker and sliced areas of my tint far beyond the rectangle.  I did not agree to destruction of my tint, oil residue on my seat, nor oil residue on my interior that is near the inspection sticker.  I still have all of this in place, so I can show this still. I did dispute this 3 times with my credit company, but they consider this visit as “service” so it cannot, in the end, be disputed on a credit card level.  After these 3 attempts, I reached out to Tulley.  Dustin, service supervisor, via phone conversation with me, in agreement, the tint would be replaced in full, the inspection sticker would have to be applied by me and they would fix my seat and interior of the oil markings.  When Dustin asked my tint percentage via email, and although we were actively communicating via telephoe, I responded with an email stating my dissatisfaction and that it could be best that with these unfortunate, escalated events, that I walk away from Tulley, and break our relationship and be refunded (because the tint and interior will cost more than their charged services). My personal mechanic confirmed services that were not performed, yet listed in their claimed service, etc. Immediately following that email, I sent Dustin the tint information, the tint is also UVA/UVB protected tint, and this is on the more costly side.  I had already, in April, utilized 8 hours of my work vacation time, due to additional issues re: them holding my car overnight due to their “lack of staff” to finish the work. I can most certainly address this also  if this is not a resolve.  Mr. M****** when I questioned this matter, as well as stating that the State Commissioner advised to open a small claims civil suit that I need a point of contact due to, if an unsuccessful deliverance, that they would have to pay alternate companies to serve, ending in more costs to me.  Mr. M***** stated I was harassing him, that I did not respond in the timely manner (again, Dustin normally called me via phone), that they are not going to do any thing for me now and to stop communication immediately.  I will agree to a resolve to the fix of my interior but I am not being “punished” so to speak/patronized by Mr. M*****.  With this statement of a “no contact”, I reached out to you, BBB, to seek resolve to alternative measures, before I need to take further action. Mr M***** indicates “in April”; however, statute of limitations is two years or more.  I agree to have my interior fixed.  I paid cash for my $55,000 ****** ******, and despite the inconsistency of service, the VISUAL damage to my interior is beyond pain and suffering to me, my car guests, my children, and my faith and trust to a car dealership are a daily reminder when I step into my car.  Again, I accept the aesthetic work to be fixed.  If they can agree to this, then also I will.  If pictures are needed, I have numerous and can take more as I have left the damage in place due to this issue not resolved.  Thank you.

  Customer response

  11/29/2023

  I brought my car in to Tulley GMC, (and not a local garage), because I thought, and explained to Nick the Service intake agent, (who was apparently fired, and not able to assist in discrepancies due to his absence.  I was told he was fired for multiple reasons and that service was “not surprised” that I had a complaint.  The window tint was cut beyond the inspection sticker and sliced areas of my tint far beyond the rectangle.  I did not agree to destruction of my tint, oil residue on my seat, nor oil residue on my interior that is near the inspection sticker.  I still have all of this in place, so I can show this still. I did dispute this 3 times with my credit company, but they consider this visit as “service” so it cannot, in the end, be disputed on a credit card level.  After these 3 attempts, I reached out to Tulley.  Dustin, service supervisor, via phone conversation with me, in agreement, the tint would be replaced in full, the inspection sticker would have to be applied by me and they would fix my seat and interior of the oil markings.  When Dustin asked my tint percentage via email, and although we were actively communicating via telephoe, I responded with an email stating my dissatisfaction and that it could be best that with these unfortunate, escalated events, that I walk away from Tulley, and break our relationship and be refunded (because the tint and interior will cost more than their charged services). My personal mechanic confirmed services that were not performed, yet listed in their claimed service, etc. Immediately following that email, I sent Dustin the tint information, the tint is also UVA/UVB protected tint, and this is on the more costly side.  I had already, in April, utilized 8 hours of my work vacation time, due to additional issues re: them holding my car overnight due to their “lack of staff” to finish the work. I can most certainly address this also  if this is not a resolve.  Mr. M*****, when I questioned this matter, as well as stating that the State Commissioner advised to open a small claims civil suit that I need a point of contact due to, if an unsuccessful deliverance, that they would have to pay alternate companies to serve, ending in more costs to me.  Mr. M***** stated I was harassing him, that I did not respond in the timely manner (again, Dustin normally called me via phone), that they are not going to do any thing for me now and to stop communication immediately.  I will agree to a resolve to the fix of my interior but I am not being “punished” so to speak/patronized by Mr. M*****.  With this statement of a “no contact”, I reached out to you, BBB, to seek resolve to alternative measures, before I need to take further action. Mr M***** indicates “in April”; however, statute of limitations is two years or more.  I agree to have my interior fixed.  I paid cash for my $55,000 ****** ******, and despite the inconsistency of service, the VISUAL damage to my interior is beyond pain and suffering to me, my car guests, my children, and my faith and trust to a car dealership are a daily reminder when I step into my car.  Again, I accept the aesthetic work to be fixed.  If they can agree to this, then also I will.  If pictures are needed, I have numerous and can take more as I have left the damage in place due to this issue not resolved.  Thank you.

  Customer response

  11/29/2023

  
  Complaint: 20902274
  
  I do not accept the business's response as a resolution to my complaint because: [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.]
  I brought my car in to Tulley GMC, (and not a local garage), because I thought, and explained to Nick the Service intake agent, (who was apparently fired, and not able to assist in discrepancies due to his absence.  I was told he was fired for multiple reasons and that service was “not surprised” that I had a complaint.  The window tint was cut beyond the inspection sticker and sliced areas of my tint far beyond the rectangle.  I did not agree to destruction of my tint, oil residue on my seat, nor oil residue on my interior that is near the inspection sticker.  I still have all of this in place, so I can show this still. I did dispute this 3 times with my credit company, but they consider this visit as “service” so it cannot, in the end, be disputed on a credit card level.  After these 3 attempts, I reached out to Tulley.  Dustin, service supervisor, via phone conversation with me, in agreement, the tint would be replaced in full, the inspection sticker would have to be applied by me and they would fix my seat and interior of the oil markings.  When Dustin asked my tint percentage via email, and although we were actively communicating via telephoe, I responded with an email stating my dissatisfaction and that it could be best that with these unfortunate, escalated events, that I walk away from Tulley, and break our relationship and be refunded (because the tint and interior will cost more than their charged services). My personal mechanic confirmed services that were not performed, yet listed in their claimed service, etc. Immediately following that email, I sent Dustin the tint information, the tint is also UVA/UVB protected tint, and this is on the more costly side.  I had already, in April, utilized 8 hours of my work vacation time, due to additional issues re: them holding my car overnight due to their “lack of staff” to finish the work. I can most certainly address this also  if this is not a resolve.  Mr. M*****, when I questioned this matter, as well as stating that the State Commissioner advised to open a small claims civil suit that I need a point of contact due to, if an unsuccessful deliverance, that they would have to pay alternate companies to serve, ending in more costs to me.  Mr. M***** stated I was harassing him, that I did not respond in the timely manner (again, Dustin normally called me via phone), that they are not going to do any thing for me now and to stop communication immediately.  I will agree to a resolve to the fix of my interior but I am not being “punished” so to speak/patronized by Mr. M*****.  With this statement of a “no contact”, I reached out to you, BBB, to seek resolve to alternative measures, before I need to take further action. Mr M***** indicates “in April”; however, statute of limitations is two years or more.  I agree to have my interior fixed.  I paid cash for my $55,000 Acadia Denali, and despite the inconsistency of service, the VISUAL damage to my interior is beyond pain and suffering to me, my car guests, my children, and my faith and trust to a car dealership are a daily reminder when I step into my car.  Again, I accept the aesthetic work to be fixed.  If they can agree to this, then also I will.  If pictures are needed, I have numerous and can take more as I have left the damage in place due to this issue not resolved.  Thank you. Sincerely,
  
  ******* *********

   

  Customer response

  11/29/2023

  pictures attached, and I have more if necessary

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see attached Word Document for transaction details. I do have a supporting Tulley service document, but it's in paper form. I have no way to upload it. If you desire to see it and have a fax number I can fax it to you, or I an take a photo of it and text it to you if you provide a number to text it.

  Business response

  11/22/2023

  Mr. ********* brought his 2014 *** **** in on 11/07/2023 to have Tulley BMW look at a vibration that occuers at 60 MPH and above at low RPM's. We test drove the vehicle and felt the described vibration that Mr. ******** brought to our attention. The vibration described is a normal low RPM harmonic vibration that is considered to be a normal charecteristic by BMW of this particular BMW Model and engine/transmission configuration. Vehicle is operating per manufacture's specs at this time. Tulley BMW addressed Mr. *********** concern and supplied explanation of what he was feeling. Due to these facts and proper steps taken to investigate Mr. *********** concern Tulley BMW will not be refunding or taking vehicle back. 

  Business response

  11/22/2023

  Mr. ********* brought his 2014 *** **** in on 11/07/2023 to have Tulley BMW look at a vibration that occuers at 60 MPH and above at low RPM's. We test drove the vehicle and felt the described vibration that Mr. ******** brought to our attention. The vibration described is a normal low RPM harmonic vibration that is considered to be a normal charecteristic by BMW of this particular BMW Model and engine/transmission configuration. Vehicle is operating per manufacture's specs at this time. Tulley BMW addressed Mr. *********** concern and supplied explanation of what he was feeling. Due to these facts and proper steps taken to investigate Mr. *********** concern Tulley BMW will not be refunding or taking vehicle back. 

  Customer response

  11/28/2023

  
  Complaint: 2*******

   

  Please see attached "Word" doc
  
  I do not accept the business's response as a resolution to my complaint because: [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.]
  
  Sincerely,
  
  **** *********

  Customer response

  11/28/2023

  
  Complaint: 2*******

   

  Please see attached "Word" doc
  
  I do not accept the business's response as a resolution to my complaint because: [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.]
  
  Sincerely,
  
  **** *********

  Business response

  12/11/2023

  Hello, I spoke with BMW of North America about the vibration that Mr ******** is expeincing. They too say, that the vibration being felt is as previously described as a low RPM harmonic feeling. Normal Characteristic. There is not any available supporting documents in regards to Mr. ********'s concern as BMW of NA does not see this as a failure or as a repairable concern. 

  Business response

  12/11/2023

  Hello, I spoke with BMW of North America about the vibration that Mr ******** is expeincing. They too say, that the vibration being felt is as previously described as a low RPM harmonic feeling. Normal Characteristic. There is not any available supporting documents in regards to Mr. ********'s concern as BMW of NA does not see this as a failure or as a repairable concern. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tullys bmw was working in my car after it was in an accident it’s been back 3 times and they never fixed it correctly and for the 4th time I was gonna bring my car back they decided to drop my insurance so now I have a tire that keeps following off my car and a 4,000 job that they fixed and will no longer work on because they dropped my insurance they really screwed me over and I don’t recommend them at all to anyone I was scammed

  Business response

  03/25/2023

  Hello, 

  We repaired vehicle last Nov-Dec, we did a lot of body work and his Insurance paid for two wheels and an alignment which we had done. We recommended replacing tires because tires because they were lacking tread and not safe to drive on. Repair declined by client. Customer had tires done elsewhere and in January called and said it was still making noise, he brought it back and it needed a left wheel bearing, we contacted his insurance and got them to approve the bearing and to realign the vehicle. Client is looking for additional items to be replaced. We explained if he takes it to a service department of his choice and it gets the items he's stating need replacment considered as part of his claim; his insurance company will pay to do the repairs. We told him we can no longer just upload estimates with photos and get them approved because we are no longer a DRP. (Directr repair facility) as his insurance company, as off January of 2023 did not except our terms and rates. Has nothing to do with our organization dropping or not excepting his insurance. We replaced the wheel bearing because it had minor wheel damage. It may have scored the bearing during impact.
  
  Not clear on what the client is saying when he stated, "wheel falling off"? We have explained to the client that we are not a mechanical shop and our service dept didn’t find anything additional, and advised that he could take it to Honda dealer to have it diagnosed and if its related to the accident they should cover it. 

  We offered proper guidance and at this point if he believes there is further damage related to the accident, than that decision is ultimately up to his insurance company and nothing to do with Tulley Collision Center. We do what the insurance company authorizes us to do.

   

  Customer response

  03/28/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I have to admit they did an amazing job on the body of the car. Amazing people I have to say.. The time I brought my vehicle back to them for the 3rd time they said they have already replaced the front left Bering in my tire but I have brought it to multiple shops that the left Bering was not done and she stated she’d email me the paper work of it being done and I have not once received the email of it being completed. I’m  not “looking for any additional work” it’s just simply the accident was from the front left and my tire is tilted and my Bering needs replacement so I don’t know that was missed in the service department. So if I can get someone to kindly send me the email attachment of that documentation of what date my left Bering was replaced that would be amazing because my car Has been in a shop multiple times and I’m being told it’s my front Bering and my front end somewhere is bent. I look forward to seeing that document thank you. I just think this is a huge reliability to have even let me drive off the lot with the front end bent like this. Like I said I’m not looking for additional “free work” it’s just the main part of the accident  I’m still dealing with it and my insurance keeps telling me to contact them to get it done by them because they paid Tully and no other shop will take my vehicle without body work so needles to say I’ll be paying out of pocket elsewhere. So all documentation of all the work I would love emailed to me thank you. 
  
  Sincerely,
  
  ******** **********

  Business response

  03/29/2023

  Hello, 

  I hope this everything you need. 

  Thank you, 

  Jay

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car at Tully for an oil change and check engine light. Later that day a representative named Sarah F***********. She stated that my car had a lot of issues that needed to be fixed. I then told her to call my extended warranty company and figure out what is covered through them. I then stated to only fix what is covered. Few days later I get a text from Sarah saying that my warranty company will only pay MSRP Rates for parts and the parts are a little bit more than what was approved. Then Sarah told me I could go after my warranty company to Reimburse me the the extra. My warranty company has a $500 deductible and Tully BMW charging a total off 1470.41 which is a lot more than the $500 deductible I expected to pay. I’ve talked to service manager and also ask to speak with service Director. Nothing was done, when I went to pick up my car now they say I owe 4791.40. I don’t know what else to do and I have already returned the Loaner vehicle and still do not have my car.

  Business response

  11/19/2022

  Hello, 
  Our Service Manager has spoken with our client. Seems that there was a misunderstanding on what was owed. 

  I've been told that this concern is a non-issue. 

  Jay 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 22, 2022 I was contacted by Jake at Tulley after I filled out a online appraisal from the GMC Web page. I had built a vehicle and than did an inventory search on one. They contacted me coming in to see about purchasing a truck and getting the appraisal on my vehicle. The one I received from them/GMC said the vehicle was worth between $23,500 - $28,700 and the appraisal was good through Sunday July 31, 2022. This online appraisal had all questions answered accurately about the vehicle. The appraisal also says it has a mileage and condition deduction of $5200 included. I am not one of these people that think my truck is in great shape when it has a bunch of dents, I am realistic. My 2018 truck is my everyday vehicle that is also my work truck. The interior is in very good shape with no issues at all. The exterior has a dent on the rear bumper and a scratch on the right from bumper and no other work is needed. If the truck didn't have the 2 issues on the exterior it would be considered very good to excellent shape. The mileage is high @ 130K. In the end the dealer ship came back with saying the truck was worth between 13k - 15k with me including the plow which was also new only 4 years old. I asked why aren't they honoring the online appraisal I got. I was told we don't follow that we are required by GM to have that but we don't use it! This whole process was initiated by the online appraisal! I did my homework before going down and looked at the other major online auto appraisal sites. These are what they came back at: KBB $19.7K for good & $21K Very Good shape, Car Fax $23.7K, NADA $31K - $33K , Edmunds $25.7K - $26.5K and the GMC Black Book $23.5K - $28.7K. The over all average of all these figures comes to a price of $25.6K and if you remove the high and low prices from the sample the average comes to $25.3K. This is far higher than what the dealership offered me but is inline with the online appraisal that said was good until July 31, 2022.

  Business response

  07/26/2022

  The online appraisal tool thru the website is a factory component that arrives at the numbers based on the vehicle, mileage, condition, car fax report etc. This vehicle has high mileage, damage to the front and rear bumpers, a tear in the interior, and a bad carfax report. We take all this information and compare it to the Manheim auction reports on similar makes and models. The most recent vehicles that matched were sold at auction from $15,100 to $16,500. These are the actual values of similar vehicles currently. We appraise vehicles using current market conditions and recent values. We're sorry the value didn't meet the customer's expectations.    

  Business response

  07/26/2022

  The online appraisal tool thru the website is a factory component that arrives at the numbers based on the vehicle, mileage, condition, car fax report etc. This vehicle has high mileage, damage to the front and rear bumpers, a tear in the interior, and a bad carfax report. We take all this information and compare it to the Manheim auction reports on similar makes and models. The most recent vehicles that matched were sold at auction from $15,100 to $16,500. These are the actual values of similar vehicles currently. We appraise vehicles using current market conditions and recent values. We're sorry the value didn't meet the customer's expectations.    

  Business response

  07/26/2022

  The online appraisal tool thru the website is a factory component that arrives at the numbers based on the vehicle, mileage, condition, car fax report etc. This vehicle has high mileage, damage to the front and rear bumpers, a tear in the interior, and a bad carfax report. We take all this information and compare it to the Manheim auction reports on similar makes and models. The most recent vehicles that matched were sold at auction from $15,100 to $16,500. These are the actual values of similar vehicles currently. We appraise vehicles using current market conditions and recent values. We're sorry the value didn't meet the customer's expectations.    

  Business response

  07/26/2022

  The online appraisal tool thru the website is a factory component that arrives at the numbers based on the vehicle, mileage, condition, car fax report etc. This vehicle has high mileage, damage to the front and rear bumpers, a tear in the interior, and a bad carfax report. We take all this information and compare it to the Manheim auction reports on similar makes and models. The most recent vehicles that matched were sold at auction from $15,100 to $16,500. These are the actual values of similar vehicles currently. We appraise vehicles using current market conditions and recent values. We're sorry the value didn't meet the customer's expectations.    

  Customer response

  07/27/2022

  
  Complaint: 17620063
  
  I do not accept the business's response as a resolution to my complaint because:

  I filled out the online appraisal answering all questions appropriately and the appraisal even said it had deducted for mileage and condition. I have no idea how any of the online companies come up with their appraisal but in Tulleys response it appears they do know. They said that the online uses many factors including Carfax. So if the GMC/Tulley Site has this appraisal system which is Black Book that as the response says uses the Carfax report top generate a appraisal then they both should have similar appraisal values.  I do not have access to Carfax so I do not know the report. The truck goes for routine and scheduled maintenance items, passes inspection and if anything needs fixing it is fixed. I'm not sure where a "Bad" Carfax report comes from. And yes the truck does have a dented rear bumper and scuffed front bumper that if asked with online appraisals is included. I do not know of any "ripped" seats. The seats are cloth covered with leather and are in good condition for a truck with 130k miles on it. 

  My point is that they said the online appraisal and they use Carfax to get values so their values should be similar. Wouldn't the online appraisal get the same "Bad" Carfax report if they both use Carfax. I also used Carfax as one of my appraisal tools by entering the VIN and answering all questions correctly and the CarFax came back with 24K.

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

  Customer response

  07/27/2022

  
  Complaint: 17620063
  
  I do not accept the business's response as a resolution to my complaint because:

  I filled out the online appraisal answering all questions appropriately and the appraisal even said it had deducted for mileage and condition. I have no idea how any of the online companies come up with their appraisal but in Tulleys response it appears they do know. They said that the online uses many factors including Carfax. So if the GMC/Tulley Site has this appraisal system which is Black Book that as the response says uses the Carfax report top generate a appraisal then they both should have similar appraisal values.  I do not have access to Carfax so I do not know the report. The truck goes for routine and scheduled maintenance items, passes inspection and if anything needs fixing it is fixed. I'm not sure where a "Bad" Carfax report comes from. And yes the truck does have a dented rear bumper and scuffed front bumper that if asked with online appraisals is included. I do not know of any "ripped" seats. The seats are cloth covered with leather and are in good condition for a truck with 130k miles on it. 

  My point is that they said the online appraisal and they use Carfax to get values so their values should be similar. Wouldn't the online appraisal get the same "Bad" Carfax report if they both use Carfax. I also used Carfax as one of my appraisal tools by entering the VIN and answering all questions correctly and the CarFax came back with 24K.

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

  Customer response

  07/27/2022

  
  Complaint: 17620063
  
  I do not accept the business's response as a resolution to my complaint because:

  I filled out the online appraisal answering all questions appropriately and the appraisal even said it had deducted for mileage and condition. I have no idea how any of the online companies come up with their appraisal but in Tulleys response it appears they do know. They said that the online uses many factors including Carfax. So if the GMC/Tulley Site has this appraisal system which is Black Book that as the response says uses the Carfax report top generate a appraisal then they both should have similar appraisal values.  I do not have access to Carfax so I do not know the report. The truck goes for routine and scheduled maintenance items, passes inspection and if anything needs fixing it is fixed. I'm not sure where a "Bad" Carfax report comes from. And yes the truck does have a dented rear bumper and scuffed front bumper that if asked with online appraisals is included. I do not know of any "ripped" seats. The seats are cloth covered with leather and are in good condition for a truck with 130k miles on it. 

  My point is that they said the online appraisal and they use Carfax to get values so their values should be similar. Wouldn't the online appraisal get the same "Bad" Carfax report if they both use Carfax. I also used Carfax as one of my appraisal tools by entering the VIN and answering all questions correctly and the CarFax came back with 24K.

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

  Customer response

  07/27/2022

  
  Complaint: 17620063
  
  I do not accept the business's response as a resolution to my complaint because:

  I filled out the online appraisal answering all questions appropriately and the appraisal even said it had deducted for mileage and condition. I have no idea how any of the online companies come up with their appraisal but in Tulleys response it appears they do know. They said that the online uses many factors including Carfax. So if the GMC/Tulley Site has this appraisal system which is Black Book that as the response says uses the Carfax report top generate a appraisal then they both should have similar appraisal values.  I do not have access to Carfax so I do not know the report. The truck goes for routine and scheduled maintenance items, passes inspection and if anything needs fixing it is fixed. I'm not sure where a "Bad" Carfax report comes from. And yes the truck does have a dented rear bumper and scuffed front bumper that if asked with online appraisals is included. I do not know of any "ripped" seats. The seats are cloth covered with leather and are in good condition for a truck with 130k miles on it. 

  My point is that they said the online appraisal and they use Carfax to get values so their values should be similar. Wouldn't the online appraisal get the same "Bad" Carfax report if they both use Carfax. I also used Carfax as one of my appraisal tools by entering the VIN and answering all questions correctly and the CarFax came back with 24K.

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

  Business response

  08/09/2022

  Unfortunately the online appraisal tools do not have the ability to see a negative car fax report. We have to log into carfax and enter the vin to receive this information. We pay a fee to do this, carfax doesn't offer that information for free. That is why it's never on an appraisal tool. We apologize for the inconvenience.    

  Business response

  08/09/2022

  Unfortunately the online appraisal tools do not have the ability to see a negative car fax report. We have to log into carfax and enter the vin to receive this information. We pay a fee to do this, carfax doesn't offer that information for free. That is why it's never on an appraisal tool. We apologize for the inconvenience.    

  Business response

  08/09/2022

  Unfortunately the online appraisal tools do not have the ability to see a negative car fax report. We have to log into carfax and enter the vin to receive this information. We pay a fee to do this, carfax doesn't offer that information for free. That is why it's never on an appraisal tool. We apologize for the inconvenience.    

  Business response

  08/09/2022

  Unfortunately the online appraisal tools do not have the ability to see a negative car fax report. We have to log into carfax and enter the vin to receive this information. We pay a fee to do this, carfax doesn't offer that information for free. That is why it's never on an appraisal tool. We apologize for the inconvenience.    

• Initial Complaint

  06/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Horrible service, THE WORST. Where do I begin? The fact that their finance manager billed me TWICE for ONE car, which resulted in a big temporary hit to my credit, messing up my purchase for a dream home? Do I start with the fact that they're refusing to warranty a basic repair that is a common issue on my car make? Oh no, I should tell you about how John P*****, their service manager told me that "I'm not welcome" to come in for WARRENTY work on my car after our follow-up dialog on this matter. Which is illegal. Per federal law, I can go to ANY Mazda dealer in the country for my agreed upon 3 year 36k mile warranty. NEVER EVER DO BUISSNESS HERE!! I PROMISE YOU WILL REGRET IT WITH EVERY FIBER OF YOUR BEING! This dealership is truly the definition of the scummy , deceitful, and dog and pony shows of the car dealerships of yester-years we've all known and heard of, and then ramps it up 10 fold.

  Business response

  06/13/2022

  Unfortunately, the repair that is currently needed is not a warranty situation. It's a broken component, not a defect in workmanship or material. Mr. ******** stated that he would not come back and will advise others as well (as seen in his reviews). He stated he was unsatisfied with us so we suggested he seeks service elsewhere. Perhaps another facility can satisfy his request. 

  Customer response

  07/11/2022

  
  Complaint: 17295855
  
  I do not accept the business's response as a resolution to my complaint because:

  Others have had this warrantied, and this dealer told me "I'm not welcome for other future warrenty work" which violates the contract we have signed up on my purchasing agreement.  

  This broke due to a detective clip. Auto body parts just don't break by themselves. There is paramount evidence and supporting claims online to others who have had this repaired under warranty. Now this dealer is violating our contract by saying I'm not welcome back for additional warranty work. This is incredibly unprofessional and offensive.

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

  Business response

  07/11/2022

  There is nothing more we can do regarding this issue. If the customer has another concern with his vehicle that is covered under the new vehicle warranty guidelines, we will be happy to assist. But as stated previously, we recommend he seeks a second opinion for the current concern.   

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 15th, I purchased a vehicle from Tulley BMW of ******. This vehicle was transferred out of inventory from a different dealership in **** ******, **. The vehicle was represented to me as new with 22 miles on the odometer. I was required to pay in full and take out a loan on the vehicle before taking delivery. I paid approximately $55,000 for the vehicle plus an additional $500 to have the vehicle shipped by truck to *** ********* to ensure that it was delivered in New condition. Upon receipt of the vehicle it was apparent the vehicle had more miles than indicated on the bill of sale, 145 miles at time of delivery. The vehicle has a number of cosmetic defects including paint chips, swirls and small scratches, hard water stains and previous paint work has been performed on the vehicle. I relied during negotiation of the vehicle price on the representation of the dealership that this was a new vehicle. Due to material omission of fact, I was induced to purchase a vehicle at a price inconsistent with what one would have paid under accurately represented circumstances. I believe that this amounts to fraud misrepresentation of product, odometer fraud, and would like to have a resolution made. I have made multiple unsuccessful attempts to resolve this matter with the dealership. My ideal outcome is one of two things, 1. refund of some amount of money to cover monetary damages for having the cosmetic blemishes professionally repaired and diminished value of the items condition versus the value under the dealership representation of condition, or 2. Return vehicle to dealer and order new vehicle of like make, model and year for same terms as originally negotiated. Thank you for your assistance. ****

  Business response

  03/04/2022

  Business Response /* (1000, 8, 2022/02/11) */ Hello - Offered made to client to have our detail department touch up the areas of concern by our Sales Manager. Have not had a reply. See attached e-mail. I'd be willing to offer $250.00 as a onetime goodwill gesture. Thanks! Consumer Response /* (3000, 10, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is an unacceptable solution. The car was clearly used as a demonstrator vehicle and has been physically molested by multiple automatic car washes and a poor attempt to buff out scratches in the paint. There is wax residue as evidenced by one of the pictures, plus it appears paint overspray from touch up work under spoiler in another. The entire car is covered in small fine scratches, a couple rock chips. The vehicle was USED at time of delivery. I want a different car. I'm not looking for money back. All I'm asking for is a car that is equal to what was represented at time of purchase. 22 miles, not 145 miles. If this car was used as a demonstrator, it could have had 10-15 automatic car washes performed on it, each which inflicted paint damage. Further it likely has been driven by a number of potential buyers in a way that would not be consistent with manufacturer recommendations on a new vehicle. This is a used demonstration vehicle for testing the performance before ordering a new one. Why should the consumer be stuck holding the bag on a bad transfer from another dealership. ****** should do what's right and fix the issue and settle up with BMW of ****** *** if they defrauded ******. The vehicle is parked in my garage and not being driven. Further I am suffering loss of use of my vehicle until this is resolved. I will be pursuing higher action if ****** does not offer me a reasonable solution. Business Response /* (4000, 16, 2022/03/01) */ Settled with client.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2015 Lexus GS 350 F Sport on November 23,2021. The vehicle was purchased at ****** Mazda in Nashua, New Hampshire. I was was told by the dealership there had been no prior accidents to the vehicle. When I was driving down the road my plastics underneath my bumber randomly fell off. I then noticed my bumper was cracked in half. When i looked at the piece of plastic on my bumper I found that it was filled with Bondo putty! Which means that the car had been in an accident, had work done to it, and I was never informed! When I called the dealership they said that it was not there problem they would not replace the bumper for me because its a "cosmetic". I purchased the vehicle for $34,000 and they believe they are not responsible because it wasn't in the car fax! I would like the company to replace the bumper with a new one and replace the plastic liner. Please help! I have only had this car for less than 2 months.

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/21) */ I've spoke to the customer and explained to him that pieces can't just fall off. We did a proper inspection of the vehicle prior to delivery two months ago, but we do not remove body components to check behind them. we rely on the car fax reports for accurate vehicle damage history, this one has a clean report. We asked the customer to bring the vehicle to our collision center for a proper inspection of the damage. The customer is coming in on 1/24 so we can inspect it. We will work towards a mutually agreeable resolution.

*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. ↩