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:09/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was made aware of a recall on my car so I made an appointment with the dealership making them aware of what I needed the appointment for. I dropped the car off the night before in the night drop off. The next day I received a text stating You have checked in for diagnostic on a check engine light $****** if verified under special coverage then no charge to you.) The also said their were a couple other things wrong as well If I wanted them fixed. I explained to them all through saved texted that I did not want anything to be fixed that would require a change. I also explained to them I did not want to be charged for a diagnostic fee on a recall. She said she understood. It took them another day to look at my car from which she said through text it was a bulletin not a recall that they checked and my car did not fall under needing to have anything fixed under the recall and would not release my car unless I paid the fee. I did pay the fee because I had no choice I needed my car which they told me if I didnt pick it up they would start charging me a storage fee. So the never fixed my car or did a single thing and made me pay ****** plus tax even though I strongly stated if there was going to be a charge for the recall I did not want it.

  Business Response

  Date: 09/16/2024

  Good afternoon BBB, we have reviewed the repair order and text messages for *** ******** 2017 Buick Encore.  Her vehicle was written up with a check engine light.  It was communicated if the *** was under special coverage then there would be no charge to the customer. There was no recall on her vehicle for the issue presented and was explained there was a diagnostic fee for the ***.  There was an engine misfire detected, we verified the flex pipe rusted and cracked causing catalyst system low efficiency.  We also found corrosion in the coil and bad spark plugs.  However, we will provide a refund to *** ****** as a form of goodwill customer satisfaction; we appreciate her continued business!  It's always our goal for our customers to leave completely satisfied.  

   

   

  Customer Answer

  Date: 10/05/2024

  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 and the matter has been resolved.
  
   I settled with King Orouke. Thank you so much for all your support  
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It is a very long story, detailed in a prior complaint, and king ********** response was to suggest I go elsewhere, after they tried to ***** me, and did poor repairs on my car. During recent repairs by another GM dealer, it was discovered that when king ********** mechanic replaced the motor mounts, they disconnected from a mount and bent transmission cooler lines out of the way, and left them that way. I was charged one hour of labor for this second GM delaer to bend them back and remount them, otherwise it would've cost a lot more to replace them. It certainly should've never been done that way by king ********** mechanic, who in his haste performed poorly. I have documentation to prove this, and king ******** owes me $200 plus tax. By the way, has the BBB noticed that king ******** seems to go through service managers and service writers? Every other review lists new names, and every time I went there it was always new people. Very strange. Also, back when my car was at king ******** for repairs related to the motor mount replacement, their careless mechanics apparently left the front rims face up on the shop floor while spraying a strong degreaser, which damaged and stained the paint on both rims, eating down to bare metal. I was able to polish some of the stain off, but rubbed through the paint. I will soon have the wheels repaired at a cost of $175 each. King ******** should pay me for that, too.

  Business Response

  Date: 09/06/2024

  We previously tried to reach **************** to discuss back in March when he started bashing us on social media.  What he wrote is not truthful and does not fall in line with our best practices.  We will not tolerate his viscous and slandering comments about our staff.  Dealer Rater actually removed his review back in March.  He tried to add again recently which they denied. **************** was upset because ************** only covered the parts for his vehicle and not the labor due to the issue with the differential.  We follow policies and procedures according to GMs guidelines.   Additionally, due to our high volume of vehicles we service between Cadillac, Buick, GMC and pre-owned vehicles, we actually have 4 Service Managers that run the front line and the day-to-day operations so consumers may see different manager names on the responses.Specifically, if the manager worked with that customer, its only natural for that manager to respond.
  **************** stated multiple times that he is not satisfied with King ORourke, and at that point we told him its best he services his vehicle at another dealership.   We are done servicing him.  We value honesty, integrity and transparency in all our interactions which has kept us in the #1 position for Cadillac,Buick and GMC for over 40 years. 

  Customer Answer

  Date: 09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   Apart from leaving one message at my home, the entire response from king ******** is a LIE. Are they now saying that they waived a 3 hour labor charge at $220 an hour plus tax, "just because"? They are liars that defraud their customers, despite ***** claims to the contrary. The mechanics are incompetent and/or negligent! Obviously, they won't do anything to resolve this. 

   

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

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/5/2022- I have purchased GMC Yukon Denali 2023 with an extended warranty and Auto ******* protection (paint and leather) which was supposed to be for reapplication every six months. First time in April of 2023 I turned in my vehicle for service and gave the green card that came from Auto ******* as a reminder for such service. The application was not done inside and the outside was only done when I said they have forgot to do it- then they claimed there is no leather protection included. I proved that I have it. They said to bring the vehicle another day. I had no replacement vehicle so waited for another maintenance service which I scheduled for 10/30. Again the paint protection and leather protection was not performed. They just did regular wash and vacuum inside. I argued that it wasnt done again. They said to leave the car for another day and they will take care of it. I got a call at 6pm when they were closing that again I have no leather auto *******. I came to the dealership and they still argued that the application is only done once for the entire 5years. I went home without a car- because they couldnt find my keys. I found a contract and send it to them. Im frustrated and done arguing and want my money back for Auto ******* because they failed to provide it twice and be without a car for 3 days every six months.

  Business Response

  Date: 11/01/2023

  Good afternoon, we were happy to offer a partial refund to *** ********* and have not heard back yet.  Our goal is to always provide a World Class experience and for our customers to leave *************** Satisfied. King ORourke has been an upstanding establishment in the community for over 40 years and we strive to provide a 5-star experience with every visit. This reputation has established ** as the #1 Cadillac Buick GMC dealership, destination for sales and service needs on Long Island.

   

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have attached details regarding my complain with all the people involved. They claiming they have contacted me, but that is not true. They didn't respond to my emails or have contacted me to provide the credit. Also, the credit should be in full as they have never provided service that I purchased and claimed that I do not have such services. 

  I am not satisfied with their response to BBB and I would like to have representative from the company contact me and provide full credit.

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

  Business Response

  Date: 11/14/2023

  Good afternoon, our records do indicate that 2 applications have been applied for this customer, however, we are happy to provide a full refund as requested.  The check will be mailed out this week.

  Thank you. 

   

  Customer Answer

  Date: 11/15/2023

  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 and the matter has been resolved. However, just to state the fact the application for the outside was received with first appointment but not the interior as per the contract. Nothing else was received as I was told I do not have it- which I proved I do. Thus, I do not wish to continue with the service since it was not provided to me twice. Thank you. Please send the check as promised. 
  
  Sincerely,
  
  ***** *********  
  
  
   
  
  

• Initial Complaint

  Date:08/31/2023

  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 the week of the 8/21 my husband contacted a technician named ****** in the service department regarding new brakes for his truck. My husband explained the condition of the truck with minimal to no brake power to the technician and he offered to have the truck towed to their facility. Due to financial circumstances we could not afford the tow and the technician gave us directions to where to leave the truck and keys. The service was scheduled for drop off on 8/28 PM but due to unforeseen family circumstances it was delayed until 8/29 PM. We did exactly what the technician told us to do, left the truck by the service bay and the keys in the key drop. The following morning at 11am we get a call from the service department with the quote of what needs to be done. At this time the quote was double what was initially given and it was questioned. We were told a service advisor would contact us to go over in more detail the breakdown of charges. Unfortunately we never received a call back that day and decided to drive by the dealership to check if the truck was being worked on or not. When we got there we found the truck in the back of the dealership, crashed into another car with damage to the entire right side of the vehicle from the front tire to the rear bumper. We never received a call to inform us of this incident so we called the police and filed a report with the 4th precinct. The next day 8/30, we did not hear from the service manager ***************** until 1 pm. The first time he called he just asked questions about what happened to our knowledge. The second call he denied the dealership having any responsibility and that it will need to go through our insurance company. I spoke with our insurance company multiple times who denied this and informed us to find out the dealerships insurance company. When I contacted *** for the third time, he refused to give me this information and a complaint was filed with corporate offices.

  Business Response

  Date: 08/31/2023

   

   

   

  **************,
  We spoke on the phone yesterday and I tried to explain that when accidents occur on our premises, we file a claim with the customers insurance company who then subrogate with our insurance company in order to determine liability. 
  

  This is why we have insurance.  They determine which policy is in effect.   You were not open to this resolution since you screamed expletives and hung up.  I called you again today and expressly asked what it was you were looking for in way of a solution.  You said I had to speak to your wife.  You then shouted another expletive and hung up. 
  

  It seems to me that at this stage you are more interested in escalation rather than resolution.  Im basing this on the number of my employees you have been targeting and doxing on social media.  Some of these people, including women,  had nothing to do with your situation, but you still saw fit to bully and intimidate.  Before you hung up you told me I know a lot of people.
  
  Regardless, when you're ready to reasonably resolve this situation, please have your wife call me. 
  
  Sincerely, 
  *****************

• Initial Complaint

  Date:04/28/2023

  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.

  I leased my 2022 Cadillac Escalade ESV from this dealership in June 2022. In March 2023, my check engine light went on and sent the car back to the dealership I leased the car to correct the issue. It is now the end of April 2023 and I have yet to get my car back. I am told the parts are on back order. They refuse to provide a loaner vehicle. I was also told to pay out of pocket for a rental and they MAY reimburse for expenses. I am paying an extravagant amount for my monthly lease payment, AND they want me to pay $100/day for a rental indefinitely while they wait for a spare part. I have contacted them numerous times, requiring constant run downs to speak with anyone. It is constant "pass the buck". Zero accountability. You would think after SIX WEEKS, they would have found a loaner to provide or provide an amenable solution to this issue. If you are looking for a dealership that will take care of their customers in the event that something goes wrong, look elsewhere.

  Business Response

  Date: 04/28/2023

  Our Service Manager did speak with ************************* yesterday afternoon and explained the breakdown of the next steps. It's been equally frustrating for us to not have these parts readily available to us as a dealer.  We additionally spoke with her this morning and happy we have a loaner vehicle secured for her.  She will come in today to pickup.  It's always our goal for our customers to be Completely Satisfied. 

  Thank you. 

• Initial Complaint

  Date:03/01/2023

  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.

  I OWN A 2022 CADILLAC ESCALADE THIS DEALER HAS MY CAR OVER TWO MONTHS SINCE DAY ONE I ASKED THEM TO GIVE ME A LOANER OR RENT ME A CAR THEY ARE NOT HELPING AT ALL. I CANT GET IN TOUCH WITH THEIR SERVICE MANAGER OR EVEN AN ADVISOR. I ALSO ORDERED A BRAND NEW CAR FROM THEIR SALES MANAGER ON NOVEMBER 17TH 2022 SINCE THEN MY ORDER IS NOT EVEN IN BUILDING PROCESS.

  Business Response

  Date: 03/01/2023

  *** ***, we are unsure why you have reached out to the BBB. You brought us your vehicle from another dealer.  The parts are on national backorder as explained to you numerous times.  
  As reviewed, our loaners are available on a first-come first-serve basis for our King ********************** customers. You do have the option of securing a rental vehicle from Hertz or Enterprise through the ** Warranty Program.  You may speak to your selling dealer directly regarding this.
  
  Additionally, our Sales Manager has been communicating with you all along including today.
  
  King ********************** has been an upstanding establishment in the community for over 40 years and we pride ourselves on customer service.
  You are more than welcome to bring the vehicle back to your selling dealer if you wish.
  All the best.
  

  Customer Answer

  Date: 03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My new car order was replaced on November 17th 2022, i was promised that i would be receiving the car by mid February, although its march 2nd and my car is not even in building process. nobody ever calls me from your dealership i always have chase and contact you guys regarding any issue, never getting help that i should be getting. GM is global brand no matter where i purchase my car i should be threated the same as other customers!!!
  

   

  
  
  
  
  
   
  

• Initial Complaint

  Date:11/28/2022

  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 a new car on approximately February 2022. On august 24 I had a problem with the blind spots lights . I went to ********* and werent able to foxy it so then I went to smithown were I bought it. September 7 they were supposed to fix the lights for the side mirrors and install the heating chip but didnt do it. I had an appointment and I dropped off at 9 am and at 6 pm it was not done. Where they told me that the chip will only take 20 minutes. But didnt do it. So on 11/28 did only the heated seats. This is my third time for the blind spots and every time they said different things. So I requested another car since is not working everything that the car supposed to have.

  Business Response

  Date: 01/03/2023

  *** *******:
  When vehicles are dropped off for Service, we have until the end of the day to complete the repair if a specific time was not requested by the customer.  We were happy to complete the heated seat retrofit for you.  GM is aware of the other issue and working on a retrofit bulletin but currently not available yet. This is out of our control.  King O’Rourke has been an upstanding establishment in the community for over 40 years and we pride ourselves on customer service.
  We hope that in the future you can leave completely satisfied.
  

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 21st I purchased a car from King ********************** in *********, ********.The car was to be picked up on October 22 in the morning.I arrived at 10:45 AM and the paperwork was not ready so I had a bit of a wait.I filled out the paperwork and gave them a certified check, vehicle manuals, registration and 60$ cash.The salesman went to transfer my plates to the new car. He came back and informed me they failed to fill up the gas tank so it would be a few minutes.The car was finally ready and I went to check the vehicle, the red marks were still on the tires and some sap on the hood. We then opened the back and there was leaves and dirt. The service manager said it will be taken care of. Back to waiting again. Finally, it is ready and even though there is still some marks on the tires. We now go sit in the car and try to start it. To no avail. The battery is dead. The Sales Manager now intercedes and says not a problem. We will replace the battery. So, I am waiting again. It is now 3:00PM. The car goes back in the shop. It returns with a coupon for a free car wash because of my inconvenience. We set up OnStar and then start the car. Error messages that the transmission needs to be service as soon as possible. At this point I give up and refuse to take this car.I took over 2 weeks to get a credit for the deposit back. They still have not returned my $60 nor the manuals for the car and its November 17. Numerous phone calls texts still not happening.

  Business Response

  Date: 11/22/2022

  Our Sales Manager, *********************, hand delivered the manual and refund to ******** this morning at her home. I called and left a message with ******** to follow-up accordingly. 

  Thank you,

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

  Customer Answer

  Date: 11/23/2022

  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 and the matter has been resolved.   The sales manager arrived in the evening with 60$ Cash and my manual.   But an apology was not received for the horrible experience.   I hope this was an isolated incident and not the normal way they treat senior women.  
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/01/2022

  Type:Sales and Advertising 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.

  Upon delivery of a vehicle, dealership employees insisted on video recording my wife while she answered some questions. My wife unequivocally told them that she did not want to be put on the internet. The employees stated that they had to make the recording but it would not be posted anywhere. The next day I received an email with a link to ******* where the recording of my wife was posted. I also received a second email with an attached form that authorized release of personal information, ie, the you tube video. The signature on this form was a forgery. While the dealership took the video down , they refused to accept any blame for what happened and no official apology was made. They also took no responsibility for the forged signature on their own legal document.

  Customer Answer

  Date: 08/26/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by King O'Rourke Cadillac regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business Response

  Date: 08/26/2022

  Good afternoon,
  *************** gave verbal consent to our employee for the video testimonial. Our employee did not complete forgery.Due to Covid/sanitary concerns, our employee simply set the document to complete the video application.
  Once the customer requested to have it removed, we did so immediately.  After the delivery of her new vehicle,************** spoke with our Sales Manager, ************** on 6/22/22 and we deemed the matter closed at that time.  Tell us why here...

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My wife did NOT give verbal consent, in fact she specifically stated that she did not want anything posted online or on social media.  The Covid excuse is a lie, no Covid protocols were followed at all such as masking, social distancing, etc. I signed every document presented to me that day at the salesmans desk, with his pen, except for the one the dealership attempted to sign my name on. Additionally I did speak to ************** and he informed me the issue was above his pay grade but never forwarded me contact info for whom the issue would be appropriate.

  
  

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

• Initial Complaint

  Date:05/19/2022

  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 leased a 2021 GMC Acadia from ******************************* dealership in May of 2021. I was in an accident and needed a new vehicle. I looked at the Acadia and liked it. When I went to the dealership the sales team treated my husband and me very poorly. I felt like it was because we are a racially mixed couple. We decided to get the vehicle because we cannot function with one car and we were in a bund. My husband works nights, we have two kids and I go to school full time. In February 2022, I had trouble with the heat, the dealership gave me trouble with finding the problem. I gave up the issue as it was the weather was starting to be less abrasive in coldness. Since then I have not had any issues with the dealer. Fast forward to Tuesday, May 17th, I made an online appointment with the dealership to have my mandatory *** inspection done on Thursday, May 19th. I received a message on my voicemail from ******** that the dealer would no longer be servicing my vehicle. When I called back, thinking I had heard the message wrong, I was told that the message was correct and that a manager would return my call. At approximately 1:15 pm, I called the dealer again and spoke with **** the *************** manager. He stated that ********************* would no longer be servicing my vehicle because of a negative review I wrote about their dealership. He also stated that it was their company policy to refuse service. when I questioned where in my lease contract that was stated he said it isn't written anywhere. Next, he said that if I changed the review then he would CONSIDER servicing my vehicle. Then said I was a difficult customer and that is why they were refusing service. Meanwhile, as stated earlier, I had not been to the dealer since February. The level of bullying, disrespect, lies, changing of story, and feeling racially profiled. I need help.

  Business Response

  Date: 05/20/2022

  King ********************** prides itself on customer service and it is our goal for our customers to leave here Completely Satisfied.
  ******************* had a service issue with her vehicle.  We explained that in order to properly diagnose her concern we would need the car left overnight. We did not have a loaner vehicle to provide her that day due to inventory shortages.  It has affected our loaner fleet and we were not able to operate at full maximization.  It's just as frustrating for us given these circumstances but we will always do our very best for our customers.We did offer our next available date.
  ******************* sent in a ****** review with the following comment I WOULD NEVER RECOMMEND ************* OR GMC TO ANYONE. THEIR CUSTOMER SERVICE, SALES, AND SERVICE DEPARTMENT ARE THE WORST IN THE COUNTRY. I WILL NEVER EVER EVER BUY GMC AGAIN. WHEN MY LEASE IS UP I WILL RETURN MY CAR AND GO TO ANOTHER DEALERSHIP!!!!!!
  Complete customer satisfaction is something that we take very seriously and always strive to provide a 5-star experience with every visit.  This reputation has established us as the #1 Cadillac Buick GMC dealership and destination for sales and service needs on Long Island. What she has written in her review does not fall in line with our best practices and we wont tolerate the negative threatening review.  It is best that she service her vehicle at another GM dealership.
  Thank you.
  

  Customer Answer

  Date: 05/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ********************* is attempting to combine two different issues. They are trying to cover their tracks because they are not following their side of the lease agreement that was signed. 

  The first service that they are referencing where they wanted me to leave my vehicle at the dealer was on February 4, 2022. I was having an issue with my heat. I explained that on especially cold days it would take a unusual longer time for the car to express hot air. I made an early morning appointment for 2/4/2022. The morning of the appointment I arrived on time and told them that I would be waiting for the vehicle. The service rep said they had it as a drop. I explained that I could not just drop the car because I had no other option for a vehicle. I told them I would wait and that it would be no problem to do so. Thirty minutes (according to the receipt) the service rep called me up and told me they could not find any issue with the heat. She said that according to the make of my model that I would have to drive with it a certain way. They then said because the car came in warm (I live approximately 9 miles from the dealer) they couldn't properly diagnose it. I would have to leave the vehicle overnight. I explained that I could not leave it overnight because I needed a vehicle. I have two small children, my husband works nights, I am a full time college student, my kids have appointments that needed to be met. They said they had no loaner vehicles due to a shortage. I understood, but I informed them AGAIN that I could not leave the vehicle overnight. They also recommended renting a vehicle but that I would have to come out of pocket for the expense, and that I MIGHT receive reimbursement. The manager also stated I was a difficult customer. How can he make that statement when the last time I stepped foot in the dealership was 3 months ago, no email or phone correspondence since then. The service department reps and manager were rude, dismissive, and did not recommend any other resolution for the 2/4/2022 incident. This was the review on ****** was based on. All of their calls are recorded as well so if I was difficult or they did not make the statements they did they can provide the audio proof. 

  They are refusing to do my mandatory *** inspection based on an incident from February of this year. The service needed now has nothing to do with the February incident. The answer they gave also leaves out how they were the ones who were harassing me when **** the service manager stated "We are no longer servicing your vehicle because of a negative review you left. We have the right to refuse service to anyone that writes negative reviews. If you change the review, maybe ill consider servicing your vehicle." That is extortion and bullying. If they If they pride themselves on customer service, then that statement would not have been made, and they would not be profiling me. The company policy that they have the right to refuse service to customers who give negative feedback is not written anywhere in my lease, posted in the dealership, or the service area. The policy is also not a ************** policy. Therefore, it should not be applied whenever they see fit because they do not like a review a customer made. I have leased multiple vehicles over my driving years and I have never been treated so poorly. They know they are the only GMC dealership in Suffolk County. For me to go to another service dealer I would have to travel 40+ miles. They are using that to bully me into changing my review and beg for forgiveness. 

  The answer review that I did write and they stated is correct. I will never lease another vehicle from their dealership again, but what I have done and why I will continue to do is abide by the lease that I signed. The payments have been made, the vehicle has very little wear and tear, and I have kept up with the routine maintenance needed. ********************* should be held responsible to do the same. I have attached the receipt from the last service and the original ****** review and answer from GMC. 

   

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