ComplaintsforCappellino Buick GMC

• Initial Complaint

  10/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2024 ********* ********* ** **** pickup truck from Cappellino ********* on 8/18/2023. The agreed upon "out the door price" was 58,765.42 which was paid in full upon delivery of the vehicle. On 8/29/2023 i received a bill in the mail from Cappellino ********* stating that I owed them an additional 163.50 for registration. it stated that I was only charged 90.00 on the agreed to "out the door" price and that the total cost of the registration was 253.50. This is unacceptable for the following reasons. 1. This is a new car dealership and they know exactly what the cost of the registration is because they do this every day. 2. Anyone can go online and get a estimate of what the cost of an original registration . I did this and got an estimate of 224.50 plus a 25.00 new plate fee and a 50.00 tile fee . So the minimal total that should have been quoted on the "out the door" price of the vehicle is 299.50. I do not think that I should have to pay 163.50 because someone under estimated the cost of resistration.

  Business response

  11/07/2023

  One of our newer salesman worked this deal and forgot to change the registration fee to the new plate fee. Our buyer's order does state that the "registration fees are estimated". If we overcharge a customer, we always refund it to the customer. If we undercharge, we send a letter asking for payment.   I spoke with the office manager and sales manager, and both said that the customer did not call in and speak with them regarding this situation. If he had, we would have been happy to waive the fee for him.   For customer satisfaction, we will waive this fee for the customer. 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle went out of service on 11/30/22. My vehicle was sent over to Cappelino on 1/16/2023 after a previous repair shop was not able to complete service. I did not receive any communication concerning diagnostic until 1/30/2023. Vince (service manager) at that time advised me that repairs were authorized by my warranty company and the motor was ordered , but appeared to be on back order. I then waited to contact ***** Cappelino until the week of 2/13/2023 and was told they do not have an ETA on a motor, but since my vehicle was approved for repair the warranty company would now cover 10 days of a rental vehicle. Vince, advised me that he was able to provide a vehicle and I could stop by during normal business hours , but I opted to continue with my current rental contract since the warranty co. is. approved through **********. So from 11/30/22- 2/13/23 I covered all rental expenses. Then I received the 10 days covered by the warranty company and have since continued to pay out of pocket to date. I asked Jim to remain in communication and he agreed. Fast forward to March 2023, I didn’t receive any further communications from Vince and proceeded to call and was advised that Vince was transferred to another location and Jim B**** was now acting Service manager. I spoke with Jim who agreed to contact me every 3rd day with updates. He called me twice as scheduled with no news on a motor except that he did not have an ETA on the motor. I sent a message to Dan H**** advising him that if I did not receive any communication I would be contacting the BBB and the attorney general. The very next day I received a call from Jim stating that a transaction was completed on a motor and it was scheduled to ship, but the seller cancelled abruptly. I asked Jim if I was able to receive a rental vehicle as I have already spend $9K and he indicated it was not possible. I am simply requesting a loaner vehicle and communication on when the motor will arrive.

  Business response

  04/21/2023

  The customer's repair on her vehicle is covered under the Extended Service Contract that she purchased. That contract gives her 10 days rental coverage. The customer's vehicle needs a new engine. The engine is on backorder with the manufacturer and we do not have an ETA on when it will arrive.  On Friday, April 14th, the service manager contacted the Service Contract company to see if there were any other options for the customer.  We received authorization from the service contract company to install a "used engine" as long as the mileage was less than the mileage that was currently on the customer's vehicle. We looked around and found a used engine that met these qualifications. After determining that this engine was available, the service manager contacted the customer to review this option with her. The customer declined this option and said she wants the new engine that was originally approved. As of today, we do not know when the engine will arrive. Unfortunately, the only rental coverage she has is the 10 days that her contract covers. The service contract company will not extend rental coverage and the dealership is not responsible for alternate transportation beyond what the service contract company covers. 

  Customer response

  04/21/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The dealer has been unable to fulfill repairing my vehicle in a adequate timeframe since January 2023.  The fact that the dealer is not able to obtain an engine should not hinder the customer (myself).  I have attached record of the expenses to date for rental.  A loaner vehicle should be provided given the timeframe I have spent without my original vehicle and the accumulation of rental charges.     Regards,  ***** ***** 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought my car 7/26/22, 7/27/22 there was water pouring into my vehicle. I called the dealership, they said make an appointment, I did, they could only get me in 1 month later, no exceptions. My car has since been in the shop 5 times for the same issue and it has not been resolved. They are saying they can do nothing for me, I can not sell the vehicle because the leak significantly impairs the value of the vehicle. I bought the vehicle for 35000 dollars. They handed me a lemon law pamphlet but apparently it doesn’t apply to me so that was misrepresented, going in to buy a vehicle I was under the impression if there was a major defect I could get a refund or replacement. I have tried calling the number on the paperwork they gave me to arbitrate and the number is out of service. When bringing this to the dealers attention, they don’t know what I am talking about. I am at my wits end: please help.

  Business response

  01/09/2023

  Ms ******* purchased her vehicle as a used vehicle on 7/26/22.She brought her vehicle back on 8/20/22 with a complaint of “water leak headliner area at windshield over console” (RO *******).  The sunroof drain hose was found to be full of debris, it was cleaned out.On 9/12/22 she returned with a complaint of “water leaking into vehicle at center lights – only when there is a heavy rain fall:  when braking, water will pour into the vehicle.” (RO *******). Technician did several water tests: found slight crack in sunroof track.  Technician replaced the sunroof housing. Water tested the vehicle after replacement. No water leaks detected.On 11/21/2022, customer returned with complaint that “water leaking into vehicle from sunroof” (RO *******).  Vehicle was water tested multiple times for several hours—no water leaks were found. The vehicle was checked by our master technician and the service manager and no leaks were detected.On 11/30/22, customer returned again with a complaint that “ water is leaking into vehicle from front roof console – happens with vehicle on slight incline (leaning forward) and when turning, water spills out of driver side of roof console. (RO *******) Technician water tested the vehicle, found water dripping into vehicle between sunroof seal and frame. Found sunroof was not seated completely into frame allowing dripping to occur. Technician dropped the headliner and repositioned the sunroof to make full contract with the frame. No water leak detected after repair.Customer returned her vehicle to our shop on Friday, Dec 16, 2022 with the same complaint as 11/30/22. The service manager was fully engaged with customer. It was determined that the water leak only occurs when she is backing out of her driveway (which is on a front incline) after a heavy rain and she makes a turn to get out of her driveway. The vehicle was placed in our shop with the rear wheels elevated to simulate the conditions that she discussed with the service manager.  The vehicle was water tested extensively to simulate a heavy rainfall (over several days) and then driven off of the blocks to simulate the same driving conditions the customer experiences. The leak is coming from the Fixed Rear Moon Roof Glass situated behind the sunroof panel. We have a glass company coming into the dealership on Thursday, Dec 22 to reseal the Moon Roof. We have spoken with the customer since this repair and she believes the water leak is repaired.The customer has been supplied with a loaner vehicle for every visit into the dealership while we attempted to isolate the location of the leak.  The very specific conditions that the leak occurs under made it difficult to isolate the exact cause of the leak. We will not buy back the vehicle, but we have been in contact with the customer and told her we will attempt to trade her out of the vehicle for a different vehicle. She is currently  in discussions with our Used Car Manager. 

  Customer response

  02/07/2023

  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. BBB spoke to the customer who relayed the following:The business and I are currently working together to resolve the issue(s) and at this time I consider the matter being resolved. Regards, ******* *******

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 2006 ****** to Capilliano for NYS inspection on July 15th. The service advisor Jay F***** said it needed a 3rd break light to pass inspection. The break light had to be ordered and the car wouldnt be ready until the next day. I picked up my car the next day in the evening of Sat July 15th. On Sunday the lower back break lights stopped working and were working when I brought my car into the dealer. I brought the car back Monday morning. They looked at it and said that when they put in the 3rd break light the lower break lights would go out. So I was told by the service advisor that they would sent it back and call me. I told him I would rather just be refunded. Jay told me he would talk to the service advisor in charge and call me. So they took the 3rd break light out and have the part. As of Thursday the 21st I did not hear anything. I went to the dealer and talked with Jay saying the GM part wont be reimbursed and asked if I want to talk with the service manager. I talked with the service manager who states that GM will not reimburse for the faulty part but he can warranty it for 2 years. I told him that I had already been there 4 times trying to solve this problem. I asked him for the GM number so I could call myself. Vince states that he doesn't know if Gm will reimburse the customer directly. I called Gm but they do not accept responsibility stating it would have to come from the part maker. I told Vince the service manager that I would rather solve this problem with them than have to call the credit card company and file a BBB compliant. He told me that the part from GM would not be reimbursed and they "are not eating the cost". I informed him that I spend a significant amount of money at there dealership and was worried that if they hook up the 3rd light again that it would blow out the 2 rear brake lights. He stated if that happenned we would be meeting to talk about reimbursement. My bill was 375.41.

  Business response

  08/10/2022

  The customer brought her 2006 ****** in for a New York State Inspection on 7/15/22. The third stop lamp was not working and had to be replaced in order to pass the NYS Inspection. We ordered the part and installed it on 7/16/22. The customer brought her vehicle back on Tuesday, July 19th with a complaint that the brake lights are not working.  The technician diagnosed the problem to be a short in the new third stop lamp and we ordered a new lamp assembly that will be replaced at no charge to the customer. 

  The customer requested a refund rather than having the part replaced. All repairs are warranted by the manufacturer, which means that the part, if defective, will be replaced at no charge to the customer. The customer told the service manager that she does not want it replaced, but wanted her money back instead.  He explained that the warranty covers replacing the part, not refunding her for the replacement. Additionally, this part was replaced in order for her vehicle to pass the NYS inspection. If we refund the money and do not install the third lamp assembly, then her vehicle no longer will pass NYS Inspection.  

  The part was ordered on the 19th of July and is at our dealership.  We will replace the defective third stop lamp assembly as we originally told her under the warranty, at no charge to the customer.

   

   

  Customer response

  08/10/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, **** ******* As to date I have not been contacted by the  company stating the part was in.  I brought my car back on Monday not Tuesday after picking it up on Saturday night.  I do not want a replacement.  I was already at the facility 5 times trying to solve this problem. When  I questioned  what if this happens again after the brake light was installed and was told then we will talk about reimbursement. i am not wasting any more time on going there.   I called ******* ****** and they do not reimburse for parts.  They stated reimbursement would have to come from the manufacturer. It is not my responsibilty to call the manufacter.  After this incident I do not trust this car facility.  Of course I would not have to pay because I already paid for the part and the service. 

  Business response

  08/16/2022

  When she originally brought her vehicle in on 7/15/22 for a NYS Inspection, we did not know until it failed inspection, that she would need the third stop lamp replaced. Her vehicle is a 2006 and we did not have this part in stock, but we ordered it on the 15th, and replaced it when it came in on the 16th. As stated in our original response, the owner brought her vehicle back on Tuesday, July 19th with a complaint that the rear taillights are inoperative since the third stop lamp assembly was replaced. I have attached a signed copy of RO ******* dated Tuesday July 19, 2022 along with the date/time stamped vehicle reports that were printed on 7/19/22 at 7:33 am when she brought her vehicle into our service department.

  We diagnosed the concern while she waited, which was the new stop lamp assy that was installed on 7/16/22 was defective.  Unfortunately, we did not have a new lamp assembly in stock to install in her vehicle, but we ordered a new lamp assembly on 7/19/22. The customer was told that we would replace it under the factory warranty at no charge when the part arrived.  The manufacturer warrants the part and labor, and if it fails, it is replaced at no charge to the customer, it is not refunded.

  We currently have the part at our dealership for the customer and will replace it under the parts warranty at no charge to her.  We will be happy to make arrangements to pick up and deliver her vehicle back to her to mitigate any additional inconvenience to her. She can call and speak with James B**** to make arrangements to have this completed.  

   

*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. ↩