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:02/26/2024

  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.

  We bought a certified pre-owned truck (2021 GMC Sierra 1500 AT4) from Ballas Buick GMC locacated at 5715 W. Central Ave Toledo OH 43615. Took the truck into Ballas due to a growling noise. They changed both front hub bearings which did not fix the issue. While they attempted to locate the noise a second time, the check engine light came on which was the beginning of what has now been about eleven months of being in and out of the shop. It has been in the shop a total 18 times with the same code from the first time. There has been numerous attempts to fix the problem and it's still not fixed. The have, however, managed to find additional problems. At this point, they have taken the truck completely apart, removed cab and bed from frame. We were told they replaced the wiring harness under the dash, under the motor compartment and on the frame. We revieved a call that the truck was repaired and ready to be picked up. I spoke with the representative and was informed they hadn't driven it yet. Due to the amount of times we had been told it was fixed, only to have the check engine to return, I declined. I wanted them to make sure it was truly fixed before I made the trip back. He said he would have the mechanic drive it the next day. I received a call the following day and was told the check engine light came back on with the same code from the very first time the issue started. We were only able to drive the truck about 6 months before the issues started. They have had the truck 11 months now trying to fix this issue and it is still not resolved. I can't take the truck anywhere for fear the check engine light will come on and being stranded somewhere. This truck is NOT reliable or trustworthy. At this point, I don't want this truck. I don't feel safe nor should anyone else. It has gone back to the service department way too many times for the same code and still isn't fixed. When is when. NOW

  

  Business Response

  Date: 03/08/2024

  The customers have had an exceptionally tough experience with this vehicle.  Unfortunately, the vehicle was purchased used and there is no avenue for lemon law or a buyback from General Motors.  We are also not in a position to buy back the vehicle.  We have done everything we could to fix the customer's truck including having two engineers from GM come to the shop.  We do feel we have finally fixed the issue.  With the customer's permission, we have driven the vehicle extensively (over 1600 miles) since fixing it and the problem has not reoccurred.  We certainly understand the customer's frustrations and misgivings about owning the vehicle.  It has not been a great experience once problems started to manifest themselves.  We are currently in the application process with GM to obtain a comprehensive extended warranty (5 years more from today and 75000 miles more than what the vehicle currently has on it) to help possibly allay any fears the customers might still have regarding ownership.  We should know in 7 to 10 days.

  Customer Answer

  Date: 03/17/2024

  
  Complaint: ********
  
  I am rejecting this response because they feel the comprehesive coverage should alleviate all the misfortune that we have had with this truck.It will take care of the problems that may occur in the future but we have already been without a truck for 12 months and are not for sure if this did fix the problem and don't want to gamble with this truck.We have already paid over $35,000 on the truck and don't want to keep having to take it back because that is all I keep thinking about because the truck is not worthy. 

  
  Sincerely,
  
  ****/*** *****/****

  

  Business Response

  Date: 03/22/2024

  We understand the customer's reluctance to take the vehicle back however we must reiterate we are in no position to buy the vehicle back either.  We have communicated to the customer that we will try to help them trade out of it.  When we last heard from the customer they were waiting on General Motors to get back with them in regards to some sort of owner loyalty allowance to help with a trade.  in the meantime, we were able to secure the comprehensive extended warranty.  

  Customer Answer

  Date: 03/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  even though they say it's fixed and have secured the comprehensive extended warranty, that only helps us with the cost of the repairs WHEN something happens. Not with the fact that we bought a truck and have been without a truck for a year while they were trying to figure out what was wrong with it. As far as trying to help us out with the trading out of the truck.We bought the truck in July of 2022, put down $25,000 and have made all the payments but haven't been able to use it for a year. We have $34,000 left on the loan and pay 756.42. The help they want to give us is to sink us into a $70;000 truck with payments around $1,200. It feels like we just drove down the road and let $34,000 just fly out the window without the use of a truck. Do you think that is fair, you would feel the same way if it was you.
  Sincerely,
  
  ****/*** *****/****

• Initial Complaint

  Date:01/10/2023

  Type:Customer Service 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 Saturday, January 7 we went to look at purchasing a used vehicle at the used car lot of Ballas Buick GMC on Central Avenue in Toledo. They ran my credit through five different banks, leading to a maximum approval of payments monthly. It did not get us exactly where we needed to be so we reached out looking, possibly at a lease option. They neglected to return my calls requiring me to follow up two separate days. Today, January 10th the salesman returned my call stating the new car sales manager would call me to answer any questions, assuring me, my credit would not be ran until we decided if we wanted to move forward. The manager ended up calling me back to tell me that we were declined by GM financial, which I did not ask for. With that being said, he ran my credit again without my consent. Now bringing my score down further with no resolution. They refused to help negotiate pricing on vehicles to make things right instead, I'm left with inquiries on my credit from six different banks, the first day, and again today that was not with approval. Now, with my credit being damaged, we are unable to go forth, looking at other dealers due to my credit at the moment.

  

  Business Response

  Date: 01/24/2023

  The customer filled out a credit application with their salesperson and asked us to get them approved to purchase the vehicle.  We sent their application several places and received turndowns or qualifiers (i.e., major down payment or reduction in actual allowable payment amount) which didn't accomplish what the customer was hoping to achieve.  It is unfortunate but we did not make the decisions on their application.  It really is as simple as that.  We truly wish we could have gotten them the vehicle they wanted.

  Customer Answer

  Date: 01/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: Permission was not given to have my credit ran through 11 different banks. I called and spoke with the new car sales manager, he, in fact, was the one that ran my credit the second day without my authorization. He apologized however, this was after the fact. These hard inquiries hurt my credit so badly we are unable to go forth with buying a vehicle at this time. I never filled out a credit application so this also is incorrect. My fiancé, solely, was the one that filled out an application. My credit was only to be checked to determine if my score was within range. Since it was, your finance department, went ahead and ran my credit through without my consent. Your dealership does not possess an application with my name on it.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 02/06/2023

  Our response as to her application is that how could we have done anything in regards to credit approval without her giving us her social security number?  It's impossible.  It is also not our fault that neither one of them qualified for what they were trying to buy.  It's the bank's decision to approve, qualify or deny, not ours.  Like with any other customer, we make as many attempts as make sense to accomplish what they are trying to do with us.  That does mean we send information to more than one bank when the customer's credit rating makes that necessary.  

  As to the second GMF inquiry, on the morning of January 19th, the complainant asked their salesperson if her credit rating would allow her to lease a new vehicle after being qualified or turned down on the used vehicle they were looking to purchase.  It was a logical question from the standpoint that both trucks were similar in cost though the new vehicle was more.  The only way to do that with accuracy was to resend the request with leasing numbers.  Unfortunately, it was turned down as well. 

  Nothing we did was for any other reason than to find financing for a customer trying to buy something from us. It is truly disappointing we could not make that happen for them.

  Customer Answer

  Date: 02/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  again, there was no credit application, filled out with my information on it. The salesman at the used car lot asked what my credit was and asked if he could check to see if it was within range. Also, on the 19th, he assured me, my credit would not be ran again. Your business is taking zero accountability. Maybe sessions with customers and salesman should be recorded so other people don't have to experience the same issue as I've read on many Ballas reviews. I'm aware how buying or leasing works with bank, denials or approvals. My quarrel is with Ballas not having permission to run my credit like they did. Be that as it may, that it did not work out for the vehicle we were, hoping for, we are now in a situation, where my credit is hurt, and we're unable to go anywhere else. We never said we could not put down a down payment. We simply stated that we would rather not. I worked at Grogans Towne and understand the process, however accountability should be taken by either the manager or the salesman. The inquiries should be removed from my credit. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:10/31/2022

  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.

  On June 25th 2020 my daughter ****** took her 2011 Dodge Nitro to Ballas to have some work done, Which included replacing the front brakes and rotors, Paid them $1315.70 for the work completed. The reason she took it there is because it was closer to where she was living and working at the **** and at that **** as well my son worked in the service department, his name is *****. Almost 2 weeks ago my daughter was heading to **** for class and was driving on for *** *****. She went to brake, & she had no brakes. After spending $300 to have vehicle towed to ******* the mechanic informed us that when her car was worked on in June that the mechanic had twisted the brake hose when replacing brakes and rotors. Over ****, the hose had been rubbing against the strut fork, Which you can see in the 1st 2 pictures attached. Over**** of consistent rubbing due to left turns this had caused this hose to break, You have to keep in mind my daughter pretty much drove a straight line from where she was living to where she had to work and go to school Which in turn caused my daughter's brakes to fail. We had tried to to get in contact with the dealership regarding this, Initially my only contact was ************ Ispoke the service manager **** ******, who finally called me after 3 days and proceeded to be very rude and did not even want to discuss the matter at hand. My daughter spoke with another gentleman there, I believe *** or ****, and they basically treated her in the same ill manner as well. Basically due to mechanic error my daughter could have been seriously injured or killed because of this. The only information ballas would provide was that they only provided a warranty for a year that is it and to me that's an excuse Please review the documentation I have provided and the photos from ****** Service who recently has repaired the vehicle. We are seeking refund for costs incurred incurred for work they did and we are seeking money for cost of towing which was $300

  

  Business Response

  Date: 11/09/2022

  Ballas Buick GMC did the brake work 2 years and 4 months before the incident occured.   The work has a 12 month warranty associated with it.  According to ******, the vehicle had been to several other shops since it had been to ours.  Ballas Buick GMC assumes no responsiblity or liability in this unfortunate situation.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: ********
  
  I am rejecting this response because:  Regardless of whatever warranty, my daughter could have been killed.

  I am requesting Ballas to provide me proof that the brakes have been serviced by another service center, outside of the most recent service to fix their mistake done by ****** Service. 

  The car has been serviced for other issues that did not involve brakes, after Ballas.

  It has been serviced for routine maintenance and electrical issues...oh, and tire repair.

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