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:02/25/2025

  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.

  This business should take full accountability for my 2024 **********. My truck has been at this dealership for a so called warranty transmission repair since January 8, 2025. Requesting this dealership reach out to *** headquarters and have my truck replaced asap or refund me all my money! Im taking a loss everyday its been sitting.

  Business Response

  Date: 03/03/2025

  The part needed for the repair is on back order from **************. Unfortunately the dealership has no control over when the parts will be available.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22983675
  
  I am rejecting this response because: GMC told me the dealership Auto Nation in Henderson received the part twice in January. Stop with the lies! Respond to *** request to buyback this vehicle ASAP. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/10/2025

  Hello,

  I have attached a screen shot of the parts order for you to see. The first order was on 1/13/25 and was cancelled by **, then the part was re-ordered on the 2/25/25. This part is still on the same status of back order with no ETA and has unfortunately not changed since the beginning. The part was upgraded to an escalated case and that is all we can do at the moment from the dealership level until the part is available. We are working with ** to see if we can approve the whole transmission instead of the valve body's which will speed up the process, the customer will be notified if that is something we can get approved.

  Thank you.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22983675
  
  I am rejecting this response because: I don't want a new transmission! I want a buyback! This truck should be rated as a lemon. The arrogance response to make the decision on my behalf to swap a transmission on a truck that has 8K miles is alarming. I don't trust the technicians or anyone to perform this task. Since January this truck has been sitting at this dealership, and a swap was never an option until a complaint was filed. No one ever answers the phone or provides an update. Also, the attachment provided you can't open it.     
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/13/2025

  Hello,

  Replacing the transmission has nothing to do with filing a complaint. After a certain amount of time goes by that we can't get a part, we are able to ask for assistance if there is another alternative to fixing the vehicle. That amount of time has gone by, and so the next steps. When you brought the vehicle into the shop for your concern there was no issue of confidence in our highly trained technicians working on the car, I am not sure why that would be an issue now because of a part delay that is out of our hands. Mrs. ***** was in our office last week and given this update in person, unfortunately the status hasn't changed yet as we are still working on getting a part in to repair the vehicle. If you would like to pursue a buyback, that would be between you and **. At the dealership/ service level, all we can do is our best to get the part here and fix the vehicle.

  Thank you.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22983675
  
  I am rejecting this response because: The complaint is about the dealership not operating in good faith. The alternative that was offered by *** was to have a buyback processed and now after the complaint all of sudden a new transmission is being offered. How can I trust a dealership that has dropped the ball since January 8, 2025, and I was informed the entire department was let go and replaced for whatever reasons. Replacing a valve body is one thing, now to replace an entire transmission is different skill level with attention to detail and I'm supposed to trust them with a brand-new transmission install. Unfortunately, the truck was in limp mode giving me a code to take it to a local dealership for repairs. God, forbid you buy a brand-new vehicle, and you are being told why you are bringing it to us, a *** dealership. I'm baffled to read this response like it's an inconvenience to the dealership and not once has the inconvenience to the customer been brought forward since I been out a work truck that I use as a statement/status truck for bidding on job sites. To date there is still a lack of communication between the dealership and ***. I spoke to *** this morning and they still don't have response from this dealer. Do the right thing for the customer and get with *** explain the faults and process the buyback and get me a new truck. As you all said to my wife the truck will be fixed per GMC request either way. 

  
  In ******, a new vehicle is considered a lemon if it has:
  Failed in at least 4 attempts to repair the same issue during the warranty period or within 1 year of the original vehicle delivery.
  Been out of service for at least 30 days during the warranty period or 1 yearwhichever comes first.
  The manufacturer or its authorized dealer is responsible for making the necessary repairs. If the dealer is unable to fix your lemon or the manufacturer is not offering a satisfactory resolution, you may need to file a complaint. 

  I will be filing a complaint with the ** DMV. 

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

  Business Response

  Date: 04/03/2025

  The dealership has absolutely no control over the vehicle being repurchased by the factory.  

  The vehicle has been repaired and the customer has taken delivery.

• Initial Complaint

  Date:09/25/2024

  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 a jeep compass spending $500 each payment and the car is only $18,000 but have already spent over $20,000 due to a super high interest rate which seems to be the only thing which has been getting paid. I've gone through numerous things such as people saying they did work on my car and did a 5 point inspection only to have to got back to the dealership weeks later. the last issue I had was when I went in for a oil change and a airbag light paid for the change but nothing was done which made another part of the car act up so I had to keep my car at the shop for three months and ended up having to call corporate because previous work was not done on the car and it was just with the company a month before having to leave it there for the 3 months basically my car has needed more work then should have been and I pay for the work and the work never gets done so I told the manager ***** that I would like to just turn the car over because I'm tired of having to pay $500 dollars a month for a car that has so many issues the car appraisal goes for $11,500 but ***** has said that they will only give us $6000 for a car that has never had a accident and has only been driving a few miles and mind you it's been three years having this car and it's been at the shop more then I gotten to even enjoy it. the kicker is that ***** said the price for the reappraisal is so low is because the company said there was a airbag deployment but how is that if we never had a accident. I feel as though this company is predatory and wants me to keep a car that they know has issues mind you today I just went in to get a oil change a week after having to get my batteries changed out when I told them the Electronic Throttle Control light came on so they had my car another week after just getting it back after 3 months and the woman did my oil change and now need new tires and breaks. But why was this not said after all the five point inspections and I asked about both my tires and breaks.

  Business Response

  Date: 09/27/2024

  The dealership has offered to purchase the vehicle back from the customer.  She will let dealership know when she can complete the process.

• Initial Complaint

  Date:03/19/2024

  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.

  Took vehicle in for oil change at dealership, dealer stripped my drain plug on oil pan and blamed issue on previous oil change at another business. Had no issues with vehicle, no oil leaking when I brought in for service. Dealer then recommended to replace entire oil pan at $1800 for a mistake they had made, but would not take accountability. I then recommended to re thread the pan and insert a new plug, which they performed. I was then contacted by the dealer saying everything went well and that the new plug was holding the oil and the car was ready for pickup. I drove the car home and while vehicle was sitting in my driveway the car was leaking oil. Again, no issues with vehicle leaking oil prior to bringing in for service.

  Business Response

  Date: 03/19/2024

  Customer brought vehicle in for oil change.  First time the vehicle had ever been to this dealership for service. When removing the drain plug the threads came out with the plug. Notified customer that he needed to replace the oil pan. Customer didn't want to spend the money. Originally quoted $1,800 then reduced the price to $1,300 in an effort to assist customer. Customer didn't want to spend the $1,300 to repair the vehicle properly. This dealership did not strip the threading of the oil pan. Service Manager advised customer that he should replace the oil pan rather than repairing the threads as this could result in the same issue again. 

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21440168
  

  No issues with vehicle prior to bringing in for service. Technician stripped the treads at drain plug and tried to put the financial burden on the customer. They also tried to point the finger at previous oil change businesses, saying they must have stripped the oil pan, but I've never had an issue/leak until now.

  Business Response

  Date: 04/03/2024

  Dealership will reimburse customer for $197.00.

  Check will be mailed to customer.

   

• Initial Complaint

  Date:07/12/2023

  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.

  On January 10th 2023 I left my ******** c230 with Auto nation gmc to have a window regulator replaced. A few days later I was informed the regulator that I had purchased to replace the faulty one was also faulty. So I ordered a new one in its place. Which took about 10 days to receive. When I took the new part to GMC I was informed that the service manager that was previously there had left and a gentleman name **** had taken over as manager. I took the part to **** who informed me my car would be done in about a week . Mind you GMC is completely across the city from my house. After 10 days went and hearing nothing I I tried calling and leaving messages to no avail, never hearing anything back . After months of hearing nothing I again took the trip across town to see what was going on . In pulling up to the service center you can see my car sitting there covered in dust with tape all over the window which was not there when it was dropped off. The entire door panel is torn off and sitting in the back seat .It is in no way the condition in which In which it was left . At this point I was told that **** no longer was employed and they were looking for a new manager and that the keys to my car had been lost . So even though my car wasn't in the condition I dropped it off in , I couldn't have taken it if I wanted to. The last time I was in contact with them. I spoke with a manager named *****. Who said that they conveniently lost the work order for my car. And because of that, there's nothing they can do for me. He then asked me to come pick up my car with the door panel removed and tape all over it. If they can't repair it all I want is it given back to me in the exact condition I dropped it off in. There is absolutely nothing wrong with asking for this to happen. In all reality, they should fix my car before they give it back to me and not charge me. But at this point I just want my car back the way I gave it to them. A little compensation for not having a car for 7 months would be nice also. Thx

  Business Response

  Date: 07/15/2023

  The customer's vehicle has been returned to the original condition per the customer's request.  The dealership has also installed a new battery at no charge to the customer.

• Initial Complaint

  Date:06/01/2023

  Type:Order 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 went to the dealership and purchased a 2016 Tahoe and within hours we realized the ** wasnt working so we took back the next business day and they told us the compressor didnt work and they didnt have an ETA when the vehicle would be ready. There is a 5 day grace ****** with AutoNation so we didnt want the vehicle anymore. We received our 8k down payment back. So a month later (yesterday) we received a loan statement with a payment due date from ALLY financial. We called and they said they had no idea the vehicle was no longer in our possession and the loan was outstanding. I called the dealership and they said they would solve it before end of day. Later I received a call from ****** over at **** financial asking questions about us having position of the vehicle. Long story ********************* from finance NEVER cancelled the contract and lied about **** not cancelling it when Im fact they never received a cancellation notice. Ad of today it is on our credit and we cant even purchase a vehicle because of this outstanding loan. ******* the finance manager over at BUICK did not provide a time frame and ***** was very unprofessional and rude. They never communicated with **** financial that the car was returned. I would like to escalate this to the ** over at gmc Buick in Henderson. This is very disappointing and frustrating since we cannot purchase a vehicle at this time since ***** and ******* did not cancel the contract and now we have to wait to have it removed from our credit.

  Business Response

  Date: 06/02/2023

  The dealership entered a note in ****'s system requesting them to cancel the purchase, return the contract and to not fund the deal.  ************** did not see the request to cancel the purchase. Dealership has since spoken to ************** and they have stated that the contract will be cancelled and that the loan will be removed from customer's credit bureau within 2 weeks.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20128746
  
  I am rejecting this response because: when my wife called the dealership they ***** the finance guy was beyond unprofessional and didnt provide an ETA when the would be resolved. He said that he didnt work for **** so he didnt know. ***** from Buick clearly dropped the ball on this. As of now this is on my credit and I need the dealership to make sure it is taken care of and REMOVED from my credit! I cannot purchase a vehicle at this time because of this outstanding matter. 
  I need a letter and proof that it is dissolved and was never valid. 
  Or I will escalate this. **** said they never received a cancellation notice and if it was In fact  provided by ***** or anyone in the finance department of Buick, I WOULD LIKE A COPY OF IT. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/09/2023

  The contract has been flat cancelled and the account will be removed from the customer's credit bureaus.

  Please see attachment from ***** Gold, Processing/Flat Cancellations Supervisor of Ally Financial.