ComplaintsforIntegrity Buick, GMC, Cadillac

• Initial Complaint

  07/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Visited the business and was met by salesman ****. Explained to him we were looking for a discounted 2023 model Enclave or program 2024 model Enclave. Mr. **** shown my wife and I a 2023 and he discounted the price by $5000, which put the price at $43k and change. After all the paperwork was done, we found the price was changed to 46k plus fees and dealer fees which was $50000 when we went to get the title and tags. Should have been $43k plus the other fees. This was either elder abuse, taking advantage of our age or plain theft pulling a bait and switch.

  Business response

  07/16/2024

  After careful review of Mr. ******** deal, there were never changes to any numbers on the vehicle he purchased. From the very first buyers order printed, all the way to the finance office, the numbers remained the exact same selling price as quoted on the showroom floor. Mr. ****** received $5,000 off of the MSRP of $52,155, which made the sales price $47,155 before taxes and fees. This number matches all paperwork that we retain internally and he should have copies as well. If any further questions are needing answered by Mr. ******, please reach out to the General Manager, ****** ******. He will be glad to go over the paperwork with him.  

  Customer response

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because, when we entered the Sales lot and told **** **** that we wanted a discounted 2023 or a program 2024 Enclave.  We were shown a 2023 that Mr. **** showed us a $5000.00 discount that left a balance of $43k plus change.  If we wanted to pay full price, we would have picked out a 2024!  What the dealer said about the totals never changing once inside, we were never shown the sale price of $47k plus other costs.  The cost with the Tag paperwork showed original cost $46k plus. This was not the amount that got us in the sales room door. The amount claimed by the dealership was never shown to us, just the bottom line. 
  
  Sincerely,
  
  ***** ******

  Business response

  07/18/2024

  Once again, the customer DID receive $5,000 off of MSRP as stated in the previous response. All documentation that the customer signed reflects that. 

  Customer response

  07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Just because they said there was a 5k discount off MSRP shows that they didn't discount the 2023 model as the salesman, **** ****, claimed while we were sitting in the car.  The inflated amount was added by the sales manager when the **** **** went to get the deal approved.  The vehicles price was not disclosed the rest of the time we were there.  Why would we pay this amount and not get a 2024 model? The truth is not being told by the management.  This seems to be a common way of getting more money from the buying public.  Considering a survey to see how many were treated the same way when buying a vehicle from the dealership, then Legal advice for a class action claim.  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife has had her 2016 Cadillac Escalade serviced at Integrity Cadillac for several years. She recently had her oil changed and tires rotated at the facility and on her way home she noticed spots on the hood of her vehicle. When looking at the hood of her vehicle it looks as if a chemical of some sort was sprayed on the hood causing the paint and clear coat to become spotted and even white-ish in color. When we reached out to the service department it was requested to bring the vehicle back to be inspected. After doing so, we were then advised to bring the vehicle back to have the "paint guy" inspect the hood. After the "paint guy" looked over the vehicle Integrity advised us the issue was weathering on the hood and sent my wife on her way. I then reached out to the service supervisor and advised of this being impossible as we have pictures of her car after being detailed a few weeks prior to this and how every source we found states it is nearly impossible for paint to weather in a few weeks. The supervisor told me the only way they could know what happened was to pull camera footage. I requested this to be done and to my knowledge, it was never reviewed. I was then advised the issue was the cost to repair the hood was more than the service supervisor was allowed to authorize. I requested the supervisors manager to contact me for over a month, attempting to call at least once per week. Nearly two months have gone by and I still have not received a response from the service department's manager and my wife's hood is only getting worse due to the issue. At this point in time, we have had the vehicle inspected by multiple body shops and they have all agreed the only way to fix the hood is to have it repainted and they all agree with the pattern of spotting seen on the hood, it is not weathering that caused the problem.

  Business response

  07/19/2024

   It is very evident that this is weather and sun oxidation on the hood and the top of the vehicle. There is absolutely nothing that we could have used on this vehicle to cause the paint to look the way it does. We spoke with the customer and she was seemingly understanding after the conversation. Her husband did call and talk with service manager further and was explained to him the same thing. This is an 8 year old vehicle. Integrity is empathic about the situation but did not cause the existing discoloration. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought my 2023 gmc canyon in July of 2023. I have had it in the shop at Integrity GMC for multiple issues 3 and 4 times for same thing. This was a new vehicle and since I bought it I am averaging taking it to the service team every 1000 to 1200 miles. It is currently at the shop as they are working on multiple issues including waiting on a decision as to replace rear differential. Service works 6 days a week and has had my truck since April 3rd. This is way too many repairs for a new vehicle and I am not satisfied with my purchase. The service team fails to call and give up dates and with messages left with several members including service manager

  Business response

  04/15/2024

   We updated the BCM one visit, the ECM another then the serial data gateway module on the last engine light concern.  All have been covered by factory warranty. We have gotten all of the concerns corrected except for the whining noise at certain speeds. We are currently working on that and trying to determine what we need to do to correct it. Integrity strives to address all service concerns as efficiently as possible following GM guidelines. We are sorry for the inconvenience but all concerns have been no charge to the customer. We will continue to provide quality service by factory trained technicians and better communicate any delays. 
  

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  All repairs have not been addressed or repaired. I have not been contacted and had any updates and I do not have any confidence in the safety of driving the vehicle at this time
  Sincerely,
  
  ******* ******

  Business response

  04/17/2024

  Integrity GMC will continue to address the customer concerns to the specifications of General Motors on all necessary repairs. We will strive to correct the concerns and reunite with the customer as quickly as possible. The vehicle is currently covered under factory warranty so no expense to customer is expected. 

  Customer response

  04/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not feel this vehicle is safe to drive especially on interstates after the flashing lights warning me that the speed would be limited to 60 mph and the power steering was going to go out. This happened 3 to 4 times over the last 9 thousand miles. This has been looked at and not repaired yet. A loud roaring noise while driving down road has not been repaired and loud whistling noise at interstate speeds among other reported problems not repaired . I would simply request a refund 
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In mid March ‘23 my ‘17 Escalade broke down on the side of I-24 while I was traveling from Nashville to Dalton, GA. The warranty stated the car had to be towed to the nearest dealership for repairs which was Integrity. I was told since I was classified as a traveler our car would be top priority. That was NOT the case. After the car had been at the dealership 1 week with no work started on the car we requested a loaner car. We were given a rental and told the dealership would cover the costs. After 3 weeks of constantly calling the dealership for an update I was told the car was fixed so I took a half day off of work (we live in Nashville) to drive and pick up the car. The car was covered under warranty but I used my card to pay the deductible that day. About 2 miles from the dealership I realized the car was NOT fixed. I returned to dealership got my rental car back & went back to Nashville. They kept my car for 2 more weeks & finally fixed it. The entire time I was told the rental car was covered bc the car was under warranty. I picked up my car in April & turned in the rental car. 4 months later, in august, I noticed my card was charged $2k for the rental car through enterprise. I called ********** & they said they had a note to charge the dealership & this was the card the dealership gave them. I called our service manager Andrew to ask why my card was charged for the ENTIRE rental amount and he said they had no way to recover that money so he charged my card. He ran my card, that he had on file from deductible in April, in August for 2k WITHOUT my authorization or even telling me. This is fraud. He will not return the money even though I verified with him multiple times that the dealership was covering the rental. During our service it was very hard to get in touch with him & now it’s impossible. We were forced to service our car here due to warranty, they knew our hands were tied, so they took advantage of us for 5 weeks the car was there & now 4 months later.

  Business response

  02/13/2024

  Integrity has taken great care of travelers over the years and have received multiple letters and emails appreciating the level of service our customers received. Issues out of our control with parts availability or logistics seem to have been in play with this situation. Rental car reimbursement is controlled by the warranty company not a dealership. A dealership will process rental car claims on behalf of a customer but if the warranty company does not cover the cost they are the responsibility of the customer. The dealership makes no money on ********** rentals so there is no way to take advantage of a delay of repairs. ********** also processes each customer in their system including securing payment information. We are sorry this was not a more positive experience but trust the repairs corrected the concerns. Reaching out to the warranty company for consideration of rental reimbursement may be an option for the customer. 

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to Gmc two times. While my car was there I was being ignored. Called a lot until the point had to call off my daughters phone for them to answer. Then had to go up there just for them to tell me my car wasn’t there. My sun roof has been leaking all they have done is blew out the drains after I told them they have done it before it was something else. Then I was told it was 500 on top of the 300 just to pull liner down. So I said I would have to wait because I needed my car back. Josh then called me back to inform me they found a part that was broken and wouldn’t cost me over 300 which it did. Bc he was giving me deal for them screwing me over. Well no piece was broken they yet again just blew drains. Also took for recalls. They said no recalls are on my car and papers I’m getting in mail for recalls on my car is wrong. Texted them Let them know my car was leaking more than it ever had after them blowing the drains out again and I was told to bring it back but was gonna be 500 to start. But Josh guaranteed me it was fixed and if it wasn’t he would fit it with out it costing me because of the problems they have gave me and all the run around.and not telling me it’s my fault it’s not fixed. And will not fix the other problems I had with the car. Like the check engine light flashing. Also took it to them before with that problem and stated they fixed it but never did.

  Business response

  05/11/2023

  “Ms. ******* brought her vehicle into our service department on 2/09/2022 for a check engine light and water leak repair. We completed repairs for both and the vehicle was returned to the customer two days later, 2/11/2022. We didn’t see or service this customer’s vehicle until 1 year later on 2/2/2023. The vehicle came in with a water leak and check engine light concern but we don’t deem these repairs related to the previous visit due to over a year passing by in the meantime. We began diagnostics on the water leak repair when the customer called in stating she didn’t have the finances available for the repairs. We told her we had already started working on the sunroof drains to unclog them during our diagnostic process that she would be responsible for (she approved 1.0 hour diagnostics at check in = $160).
  
  We felt the unclogging of the drains would of taken care of the leak given that’s what fixed her concern 1 year prior. Apparently, other issues are present with the vehicle that we would love to diagnose and quote repairs for. The issue on the last visit was that Ms. ******* told us she didn’t have the monies to pay for potentially necessary repairs. We did not diagnose her check engine light because she chose to pick the vehicle up before we got that far.
  
  Lastly, Ms. ******* does indeed have a safety recall that we can perform for her at no charge. We would love to have her call us to schedule that for repairs. Also, if she would allow us, we would love to diagnose the issues she is still experiencing with the vehicle. We can take into account the money she spent on the last visit to help assist with additional cost of repairs needed in the form of a discount if she chooses to utilize our repair facilities. Please, let us know if you have any additional questions.”

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