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:08/16/2024

  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 purchased a used vehicle from Robert basil in April with a 500 dollar down payment. The day I signed my paperwork and took the car home I noticed issues with it and contacted my sales person immediately. She would not return my calls. The issues with the car were when idling, the car would make a jolting movement. When turning it felt like it was skidding across the road. When braking my breaks would squeal every time. Finally after calling for a couple of days I was able to speak to the used car sales manager Jeff. I explained to him my situation and that I was very unhappy with the car and wanted to return it. He told me I could not do that and abruptly ended the call on me. Then I get a call later that states that basil accidentally refunded my down payment to me and I needed to come re make the payment. At this point I said I am not making that payment until my car is fixed it does not feel safe to drive. Jeff said they will not fix my car until they have that payment. Fast forward after calling for months they set me up with an apt at towne to get my car looked at. My engine had been misfiring and should not have been driven all this time as I was told by the mechanic it was not safe. I paid for a car fax report and it turns out my car failed inspection and I was advised that it looked like they knew there was a problem because they replaced just enough to get my car to pass inspection. I have been fighting with general manager James with no resolution. He paid my 200 dollar deductible and my warranty company had to pay on an issue that basil knew about months ago. Robert Basil sold me a car that had a spark plug/engine misfire problem that they knew about. James was rude and condescending and told me they did not. Well the car fax proves otherwise. I asked to speak to his supervisor and he told me he doesn’t have one and that there isn’t anyone higher up. He treated me like I was dumb and that my $500 was more important than my safety.

  Business Response

  Date: 09/04/2024

  This has been handled and we switched her out of that vehicle and into a new one.

  Customer Answer

  Date: 09/04/2024

  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. While I did get a new vehicle, all of the money I spent on trying to fix my previous vehicle has gone to waste and I now have a car payment that is $163 more per month because they would not sell the new vehicle to me for what my old vehicle was sold to me for. They would not let me swap out vehicles but instead made me go through the credit process again and obviously my credit was different because I now had 2 open car loans on my credit report. I feel I should be compensated for the monthly payments I made on a vehicle that should not have been driven  Regards, ******** *********

• Initial Complaint

  Date:09/01/2023

  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.

  So, the day before my birthday February 3rd 2023, my oil started leaking out my car(***** ****** 2013) and the oil light began to flash and beep. Long story short, the car would not hold the oil, I couldn’t even drive 1 block. I contacted Robert Basil where Id purchased the car from in 2020(It was/is still under warranty). They told me I could have it towed up there, which I did, the same day. Basil calls me ~feb.28th to tell me my car was fixed and ready to go. I picked my car up like the next day or so, after not having it back for not even 3 hours, THE SAME THING HAPPENES. Called basil to report the same issue my warranty just paid $4500 to fix with my $100 deductible. They had the car towed back to their shop the next day. I have not been in my car since Feb.28th, not to mention even on that day, I only had it for 3 hours. Majority of my conversations are with DENNIS-IN THE SERVICE DEPARTMENT, or a few occasions I spoke with JEFFERY-IN THE SERVICE DEPARTMENT. So Early March they tell me that it was a part under the engine that “is in the blind spot” that has a hole in it. They said I needed an engine cover. So basically, they have been telling me since March that the part has been ordered and they call weekly to check on the status. Granted, I’ve had 1 of their loaners ever since I utilized my 6-day credit with ally (Feb. 3rd 2023 minus 1 day). I’m tired of the run arounds. I feel like I’m being taken advantage of because I’m a female. Do you think they would actually keep a mans car for 7+ months? If the issue can not be resolved just say that! But don’t continue to tell me you are waiting on the part, and Covid is to blame for the delay (Jeffery)! Cut the ****. I’m a mother, I work, I’m in school and I’m still paying on a car that has not been in my possession in 7 months. This is not acceptable and I want everyone to know! Because I’m tired of running back in forth up there just so you can check the miles on the loaner. FIX MY CAR OR GIVE ME OTHER OPTIONS.

  Business Response

  Date: 09/25/2023

  Ms. ********** vehicle is complete.  The front engine cover was on national back order with no release date.  We located a used part in good condition, cleaned the part, installed new seals and the cover.  We also, as a good will gesture for the vehicle sitting for this length of time, replaced her rotors on front and rear and performed a quick clean on the vehicle.

• Initial Complaint

  Date:08/29/2022

  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 have tried contacting Robert Basil buick three times to speak to a representative in their finance dept about canceling my warranty I purchased on my SUV because I traded the vehcile in. Everytime I call I get transferred and consequently given a voicemail, even when asking to speak to a supervisor/manager. I have already submitted my paperwork to the easy care company to file the cancellation and they said I needed to contact the dealer to arrange pickup of the check they will send Robert Basil for the proated refunded I am entiled to. Robert Basil reps refuse to contact me back after leaving three voicemails.

  Business Response

  Date: 10/03/2022

  I am not sure where the voicemails were left but each of my F+I managers have not received a VM. The check for the cancellation was mailed out on September 21st. Unfortunately it takes our warranty administrators a very long time to process refunds so I can understand the frustration, but it is never our intent to hold customers money.

• Initial Complaint

  Date:07/27/2022

  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 purchased a used 2012 **** **** *** from Robert Basil Buick in March of 2020. By September of that year, I had it there for repair of a "cylinder 2 misfire," which was allegedly repaired by replacing the cylinder 2 coil pack. At the same time, the dealer "discovered" that the catalytic converter needed to be replaced, at my cost, even though it was supposedly fine 6 months earlier. I complained, and they agreed to charge 1/2 price for the converter. Then, in February 2022, the exact same "cylinder 2 misfire" happened again. This time, I was told it was a bad PCM computer, which was backordered a minimum of 6-8 months. I went to Basil and asked for help. They laughed at me, told me my car has zero trade in due to the PCM, and said all they would do was try to sell me another used vehicle. I cannot af**** 2 car payments. They told me to leave then. I asked for a loaner vehicle. "Corey" the sales manager laughed, and said, "you bought one used vehicle from us almost 2 years ago. We're not helping you." I have a used PCM with a VIN# different from my vehicle. I HAVE to use it to get to work, shopping, and family transport. But, it automatically fails NYS Inspection (emissions) because with the mismatched VIN, the sensors will not reset. I have no way to get my vehicle inspected in NYS. Basil sold me a bad vehicle, and won't do a thing to help remedy the situation. I owe almost $12000 on a car that I can't legally drive, and the dealership thinks it's funny.

  Business Response

  Date: 07/28/2022

  The customer bought his vehicle from us 2 years and 4 months ago with 37,275 miles. The vehicle currently has just under 80,000 miles on it. We would be more than happy to accommodate him in any way we can but his vehicle is not being fixed at our facility so I am not sure what he would like from us on that end of it. If he would like to trade the vehicle in he is more than welcome to do that. If the vehicle was being repaired here we would have no issue in getting him a loaner vehicle. We sold him a vehicle that was in fine condition and 50,000 miles later it is still our fault.

• Initial Complaint

  Date:06/07/2022

  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 my truck 2 months (April 2022) ago from the Basil Cadillac dealership on southwestern and milestrip. Before I purchased the truck I noticed that it was pulling to the right pretty bad and asked to have it fixed before purchasing. When I picked my truck up and started to drive it home I noticed it was still pulling to the right. I then contacted the dealership to let them know that the problem wasn’t fixed. I have since been back and forth to the dealership multiple times and it has not been fixed and they told me that it was probably the road. Two weeks ago I took it in again and they finally said that something was wrong and it needs to go to there ford dealership on Walden. So I take my truck to the Ford dealership on 6/6/22 to get my problem addressed. I have an appointment at 9am for them to take a look. As soon as I got there it appeared they took my truck straight back to work on it. A few hours go by and I watch multiple people come and go. So I walk to the counter and ask what the status of my truck is. The person at the desk tells me they haven’t even looked at it! I let them know that I saw other people come and go. The response was that they were just getting oil changes and pretty much my appointment meant nothing. They said I asked if you wanted a shuttle ride. I asked how far it went and they said 15 miles. I live double that away and when I asked for a loaner they said they were for only extensive work only. After I sat there for four hours with them not even looking at my truck. Then I tell them I want them to take the truck back and I’ll buy a different one. They offer me 7500 dollars less right off the top and blame the market. DONT EVER PURCHASE FROM THEM THEY ARE A BUNCH OF SNAKES!!! All I wanted was to get what I paid for the truck. The worst part was they blamed what I owed on the truck for why my payment was so high. All the service reports are on the computers for verification.

  Business Response

  Date: 06/23/2022

  We have been working to fix this truck and doing all that we could. I am not in control of anything at our Ford store so I would not be able to comment on what happened there. Had any of the issues about a loaner vehicle while the vehicle was in service been brought to my attention I would have been more than happy to get them a vehicle to drive. As for the trade value, the market is wildly volatile and if that makes us "snakes" then there is not much I can do. While this complaint was being written I was personally working on giving him more for the trade in attempt to make it a better situation. It would be nice if people would contact me with their issues before writing a complaint about something that could have easily been corrected.