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:01/22/2025

  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.

  Purchased 2023 ****** 4Runner, with protection plan that covers paint, seats, and door for $900.The protection plan also included a Replacement Smart Remote Key Fob because there was only one key fob included with the vehicle.The dealer promised me that they would send a key company out to my house to deliver and program the key fob.Purchase date December 4, 2024.I want the key fob or I want the $900 refunded.Salesman - **** ************ Manager - ****** ******.

  Business Response

  Date: 01/21/2025

  Hi ******, 

   

  Please reach out to our Carrollton location where you purchased the truck. ************. 

   

  Thank you! 

  Customer Answer

  Date: 02/27/2025

  The company has resolved all of the complaints.  The case can be closed.

• Initial Complaint

  Date:12/17/2024

  Type:Billing 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.

  Greetings, on October 8th, 2024 I purchased a 2024 ****** 2500 Denali Ultimate from Vanguard GMC of Carrollton for around $100k. Everything went fine but I had two issues occur.The first issue was the finance department added in an extended warranty for around $6,084 which he stated that I could cancel at any time and receive my money back. I told him upon getting the package that I would like to know more details about what all it covers which he states I will check with my *** and get back to you which I never heard anything back and he added it to my bill of sale and now I have tried contacting the dealership and I can not get ahold of him or anyone in the finance department to cancel the package and receive my money back.Second Issue, I paid Missouri sales tax on the truck which was a decent amount of change and I was told that would cover the license and registration. Well it has now been over 2 months and a couple days later and I have heard nothing back. I have called the Dealership MULTIPLE times and spoke to many people and managers and no one can tell me where my money went or where my tags and registration is. On top of that I am driving around on expired temporary plates because no one will get back with me. I get the same response each time I call I will look into this and get back to you its been almost 2 1/2 months now and still no help. I cant even drive the truck because I have illegal tags and the only way I can fix this is if I cough up another $5,478 to my local DMV and get my vehicle registered after I already paid the dealership to do.With all of these issues I am now under roughly $12k and the dealership can not tell me where my money went and what there solution is to help me.

  Business Response

  Date: 12/16/2024

  Hi *****, 

  This complaint went to the wrong Vanguard Store. We do not handle Carrollton complaints here. I have however sent your complaint to the General Manager of our Carrollton GMC store. 

   

  Please reach out to me if you need further assistance in getting in touch with them. 

   

  Thank you! 

  Business Response

  Date: 12/27/2024

  Customer was contacted and products were canceled last month. 

• Initial Complaint

  Date:08/08/2022

  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 took my vehicle to Vanguard in May of 2022 to have my air conditioner and power steering checked. I had already had an estimate performed for the air at another location, but since I have been taking my car to Vanguard for the last several years for maintenance, decided to take it here for the needed repairs. I requested a full A to Z inspection for anything that may need repaired, as the car is almost paid off and I was deciding between keeping it and trading it in. I initially dropped my car off the last week of May and after approving an estimate for $3,832.30, was told it would take a week. One week turned into 2 weeks and I had to continuously call for updates. I finally picked my car up on 6/13/22 and could immediately tell something was wrong with the steering. The car was pulling to the right and the steering wheel was shaking. Then, the next day, the air that I just paid $1,413.64 for went out. I initially offered to give Vanguard the estimate from the original place, and they stated they would perform their own assessment...well they were wrong. When I returned the car again, they were trying to charge ma an additional $4,000 stating that what the original place said about the air is actually what was wrong, and that the steering rack now needs to be replaced. I picked up the car because I wanted to speak with a manager first. Once I spoke with her she stated that if I didn't change the steering rack I could lose all control of the car and it could be fatal...she also stated that the best they could do is give me a portion off the labor for the air since they fixed the wrong part. I felt backed into a corner and we settled on an additional $2,416.34 which was ridiculous. Fast forward to a month later when I pick my car up again. The steering is still pulling to the right, the wheel is shaking, and there is now a loud clunking noise under the car that wasn't there before. I just had to drop it back off and have paid $$6,248.64 for a car that isn't fixed.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/08/24) */ Client brought vehicle in on June 2, 2022 with XXXXXX miles. Complaint was ac blowing hot at the front and rear. Requested to check for leaking fluid. Check master window switch intermittently not working. Check inner pull handle on liftgate broken. And oil and filter change. And a general inspection of the vehicle. Repairs were made to the rear hvac evaporator, blower motor, power steering pump, master window switch, inner pull handle, oil and filter change with tire rotation and the passenger side motor mount. Total repairs were $3832.30. Client returned on 6/18/22 at XXXXXX miles stating felt a vibration over 40 mph. Found steering gear having internal damage due to power steering pump leaking from previous repair. Also complained that ac was not performing well. We found that ac system was low on freon. Replaced ac hose that was previously diagnosed at another facility. AC hose was replaced at the cost of parts only, of which would have been replaced when rear evaporator was replaced had the technician found them leaking at the initial repair. Total cost of ac hoses $355.67. Client was given alternate transportation at no cost with both repairs. The client is in need of additional repairs to vehicle caused by normal wear and tear due to age and mileage on vehicle. Repairs have a 24 month unlimited mileage warranty. Consumer Response /* (3000, 7, 2022/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the response provided. The initial time I dropped the vehicle off, I asked for a full A to Z inspection so I could make a decision between getting it fixed or trading it in. Had I been told the repairs would be over $7,000 I would not have agreed. I was initially told that the repair would take five days, and that turned into almost two weeks. I did not receive a loner car during this period and also had to call constantly to get updates, as no one at the dealership was communicating. Once I picked up the vehicle, it was the next day that the air had gone out, however, I could not immediately go without a car again, which is what contributed to the delay in bringing it back. This is also the time that I noticed the steering wheel vibration and pull to the right that was not happening when I initially dropped it off. I was then told that the air would require an additional part, and you are correct in that you waved the labor charge (I feel this was misdiagnosed the first time). The piece I am contesting is the steering rack you then stated needed to be replaced to stop the steering wheel vibration and pull. I paid an additional $2,060.67 for this repair, and when I picked my vehicle up again, there is still vibration in the wheel, it is still pulling to the right, and there is now an additional clanking problem underneath that was not there previously. It seems each time you touch my car, something else goes wrong. I would like to be refunded the $2,060.67 for the steering rack that clearly did not fix what the issue was. This is not normal wear and tear or normal maintenance. Each time I pick my car up, there is an additional issue that was not present when I dropped it off. The steering rack was obviously not the issue since it is still doing the same thing, and the fact that I have been given my car back multiple times without actually verifying the issues have been fixed is unacceptable. Business Response /* (4000, 12, 2022/09/13) */ On 6/16/22 client returned with complaint of steering jerking on turns and a vibration. Of which repairs were declined. Client returned again on 6/18/22 with the same complaint for steering and added ac had stopped blowing cold. Client authorized replacement of steering gear and replacement of ac hose. Client was charged for ac hose only, dealership took care of the labor. When making repairs on an older vehicle as new parts are replaced, older parts will start to show signs of wear. Clients request for a refund for replacement of steering gear are denied at this time. The repairs made were necessary and authorized. Consumer Response /* (4200, 14, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repairs were necessary, which is why I did reluctantly authorize them. I have been very patient during this process and have been inconvenienced many times throughout this four month period. As you stated, I brought my car back because of steering wheel vibration and the car pulling to the right. You stated it was the steering rack. I paid the amount in question, picked my car up, and the car still has the same vibration in the steering wheel and is pulling to the right, but now has an additional sound coming from underneath. I paid to fix something that is not fixed. I also am extremely disappointed in the fact that each time I have picked my car up, things were not correct, and although I was promised by management that they would drive the car themselves to ensure it was fixed the right way, that never happened. At the end of the day, this is terrible customer service, and bad PR all around. My car is not "older", it is 7 years old, is a two owner vehicle, and I have had it for the last five years, of which I have been bringing it to you for all maintenance and repairs. I have four vehicles between my husband and children, and two more children who will be driving next year, and that will all be business lost because of how this has been handled. I dropped my car back off to you more than a month ago for the steering wheel issue and the additional sound underneath and have not heard from you one time. Yes I have a loner, but my vehicle is an 8 passenger vehicle, and the loner seats 5, meaning I have to do a lot of adjusting and multiple drop offs and pick ups because I cannot fit all of my kids in this vehicle. I believe I should be refunded the amount that was paid for the issue that has not been fixed, and in good faith, you should fix whatever is now wrong with it, due to the terrible frustration this has caused and the length of time this has been going on. It is very unfortunate that we are still going back and forth on this, when you should feel obligated to do what is right.