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:02/02/2023

  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.

  As I test drove my 2019 GMC(18.600miles), the salesman RICK S*****, stated prior to delivery the truck would need new brakes as the brake system didn’t qualify to pass the 172-pt inspection for certified preowned certification. As a result, I picked up the vehicle at a later date. After taking delivery, I noticed the dealership failed to reset the brake life info. screen. I contacted Rick, he said since I had put 6000 miles on the truck it was too late to reset the pads to new as the brake pads were no longer new and it would throw off the readings. At 53k mi. I get a message on the dash that brakes need to be serviced. I take the vehicle in for service, explain the brakes were replaced at the dealership 35,000 mikes ago as advised by the dealership but the dash info wasn’t reset. I requested they check and verify remaining pad life as this reading may not be correct. I was called back into service explaining there was NO way these brake pads were ever changed. I was advised the condition of the rotors was disturbing and they suggested I reach out to the dealership as something is obviously wrong, I did. The dealership service center confirmed they ordered the brake pads for install but never installed them. I contacted salesman. He stated “I’m no sure why the work was not done” he had no explanation and didn’t comment as to why when I called after picking up the vehicle he advised me not to reset the brake pad life information, instead of telling me the brakes were not actually changed. He didn’t deny telling me the work would need to be done to qualify for the pre-certified program either. Instead, he forwarded the matter to their GM, Jim judge. Who stated he can do nothing, since I drove the vehicle 35k miles. He now represents the brakes passed the 172 inspection. He disregarded the fact his dealership ordered the parts to install and advised me they would be new upon pick up. Buyer beware when dealerships are this dishonest!

  Business Response

  Date: 02/06/2023

  This was a GM Certified vehicle which went through a 172 point inspection and passed.  Customer put an additional 35,000 miles on the vehicle and needs brakes.  Even though this is not a warrantable repair, we have issued a check to the customer.

  Customer Answer

  Date: 02/12/2023

  I did receive a check on 2/11/23 to cover the cost of the brakes.  I appreciate Mr. J**** resolving this issue in a timely fashion and he is 100% correct, I did drive my truck 35?mikes before discovering the repairs the salesman said would be done prior to delivery had not been completed.    I believed and trusted in the dealership enough to make the purchase and I’m glad I did because when it came down to it they made it right.  It comes back to core values and honesty.  I accept the resolution and appreciate Mr. J****’s personal attention to this matter.

  Thank you!
  
  ****** * ******
  

  
  

• Initial Complaint

  Date:08/04/2022

  Type:Product 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 turned in a lease early to Joyce-Buick-GMC of Avon on March 15th 2021 and purchased another vehicle. My automatic payment for the lease had already been deducted from my checking account but had not clear GM Financial's site since it was the same day. The salesman and part owner, assured me that my extra payment would be refunded, that their system would recognize the over-payment - they never did. I contacted the salesman by phone (voicemail) without response. I contacted GM Financial on May 14th 2021 and explained the situation - their response is as follows: On 3/15/21 a dealer quote of $31,777.73 was given, then on 3/17/21 a dealer quote of $31,311.57 was given. They paid the 3/17/21 quote. The difference in the two quotes is $466.16 which is my lease payment. The paperwork which I bought my car also reflects the 1st dealer quote of $31,777.73. GM Financial agreed that the dealership is at fault here. I spent the next several months trying to get an answer from the dealership - it wasn't until Feb 28th 2022 that the GM, Jim *****, responded with no action or explanation. I have provided the numbers and correspondence from GM Financial to Jim ***** and Sean ***** without any resolution. The emails asking for resolution to Jim were 5.14.21, 6.10.21, 10.1.21, and most recently 7.2.22

  Business Response

  Date: 08/05/2022

  Brian,

  We are sorry for your inconvenience.  The payoff quoted to us by GM Financial was $31,777.73 on 3/15/2021.  Joyce submitted the payoff on 3/16/2022 on your behalf.  Unfortunately, the ball was dropped by our mutual partner in the transaction.  We do value your business and, in order to keep that business, we will issue a check for the $466.16 and we will work to recover it from GM Financial.  

  Again, our sincere apologies for the inconvenience this has caused.

   

  Jim Judge

  General Manager

  Joyce Buick GMC

  Customer Answer

  Date: 08/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the check to be mailed to me is a resolution that is satisfactory to me. 
  
  Regards,
  
  ***** *****