ComplaintsforCavender Buick GMC - North

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my new 2024 Buick Encore in Dec. 2023. Both left and right digital cluster panels flickered off and on until they blacked out completely while driving. The first service was on April 29, 2024 and lasted one week, so a loaner car was provided. The service invoice states the instrument panel display was replaced with prior diag and test drove it 47 miles. After seven weeks of driving the vehicle, the same exact incident occurred while driving out of state. Again, I had to make time to take in my vehicle to get serviced. On July 16, 2024 the service invoice states that the radio was reprogrammed and updated USB files were installed. I picked up the vehicle the same day. I refused to sign the service invoice due to unsatisfaction and upset the service advisor. Three days later the same incident occurred. Both service times, I provided videos and photos of the defective cluster panels as it occurs. Both times I have been told there is nothing wrong, they are unaware of the cause or how to fix the problem. This occurance is a fatal safety issue because when the panels black out they are unreadable and no indication of driver information, to include, but not limited to speed, gas guage, turn signals, etc. The digital panel will turn back on once the vehicle is turned off for some time. I returned to the dealership to ask for other options, such as to repair my vehicle again or exchange it for a safe driveable one, but to no avail, I've not received any successful response and I continue to drive my defective 2024 Buick Encore with blacked out digital cluster panels and fear for my safety on the road.

  Business response

  08/20/2024

  Hello,

  I spoke to our service manager, and he stated that we are currently pending on a cable to arrive. This GM part is on backorder as are other parts coming from GM and her vehicle is currently here in our service ***** I will be updated as soon as it comes in and is installed. Thank you. 

  Customer response

  08/21/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vehicle at Cavender Buick *** located ********************************************. I wired $20K on 6.7.2024. I am in ******* and dealer is in **. I wrapped up the financing, funding, and titling of vehicle on June 10 - text confirmation saying deal was done. Sent another text on 6.12.2024 asking when the truck would be transported and I was told this Friday 6.14.2024. I received a call ************ from the sales manager stating that the owner of the *** dealership was worried about the liability of the truck (potentially flipping - which is crazy as it was listed on Cars.com). We believe the dealer is attempting to get out of selling this vehicle to sell to someone else at a higher profit margin - using this excuse as a way to get out of the deal. We have a contract, wire, text communication -stating this deal is done. No one from the dealership is calling me back to let me know if I now have a titled truck (that I am not getting under my name). If my trade was funded, etc. This is complete breach of contract and there are some significant damages here.

  Business response

  06/18/2024

  According to our store GSM, the situation has been resolved. Thank you! ***********

  Customer response

  06/18/2024

  Better Business Bureau:
  
  This matter has been resolved. 
  
  ***************************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I financed a 2017 ****** WRX premium, thext day the engine started knocking. I asked the sales manager for a different vehicle or to turn in the car. I wasn't helped by the manager at all, told me I am stuck with it. I asked to speak to his boss. He told me he talked with him and he would call me Monday. I also called the service center. I was told by there service desk an email was sent to the service managers and they would get back to me. I am a 100% disabled combat veteran, I can't afford costly repairs like an engine. They knew about the engine having issues. They blow me off or don't want to help me in this situation. They knew about the engine issue and said nothing.

  Business response

  03/28/2024

  I spoke to our store manager, and he said ************ will be bringing in his car for him and a couple other sales managers to look at tomorrow. Thank you, ***********,

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the vehicle in October 2022. 2 weeks later my transmission failed and had to be replaced. In May 2023 my oil pan was leaking and had to be replaced. When I picked up my vehicle from the chevrolet dealership, I noticed my engine surging. They took it back in and said a spark plug wire was loose but fixed. I live 150 miles from dealership and on my way home, the vehicle started surging again. I couldn't get in contact with anyone for 2 days. My spouse decided to take a look and found that a spark plug wire was completely disconnected. We plugged it back in and now I am having issues with the electrical shutting down as I'm driving and my steering wheel locking up. I explained all of this to the dealership and complained that the current issues are likely because of them not fixing it correctly. I was denied and told they would only replace the oil pan for the second time. I feel like the vehicle had underlying issues that weren't shared with me on the day of purchase. I just want it to either be fixed properly or replaced with a reliable vehicle. I have had nothing but problems with the vehicle since I purchased it and feel like I should be compensated in some way.

  Business response

  03/12/2024

  I have read all of the submitted estimates of ***************************' concerns. Only one of the estimates are from our Cavender Buick GMC dealership. The others are from Northside Chevrolet. Did she purchase her vehicle from us or Northside Chevrolet? I need more details before I can escalate this to our managers. Thank you. ***********

  Customer response

  03/12/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership used false and misleading advertisement in the dealership and online. I looked online and saw that they offered ********************** Changes For Life. I was more interested in this dealership because I know oil changes are expensive. I drove in from ************* and chose a vehicle and did the paperwork and left. Got home and read thru the paperwork more closing and saw that its not as advertised. The website says Oil Changes For Life and then later says For as Long as you Own the Vehicle. BUT the agreements says 2 oil changes per year and no more than 20. So that is only 20 oil changes NOT a lifetime like advertised. PLUS they check Semi-Synthetic instead of Synthetic which the vehicle requires.I feel that they lure military in due to our constant guaranteed payment. If you were going to offer this then just say 20 ******** Changes for Military. Simple enough not say for Life and as long as you own the vehicle. I have a 2013 Kia ****** that I bought brand new and it has ******* miles that I put on there. I live in ************* and work in *********** 5 days a week minimum. So I go through a lot of miles and that's a big issue for me with that misleading advertisement.

  Business response

  03/07/2024

  Good afternoon,
  This issue has been resolved with **************** already. Our GSM sat down and spoke with ****************. He was appreciative of ** taking the time to speak with him and the gesture from Cavender toward our military customers. He was still disappointed but understood. In addition, we are adding a disclaimer to the website. Thank you. ***********

  Customer response

  03/10/2024

  Complaint: 21289763
  
  I am rejecting this response because: This could not have been resolved as stated by Ms *****  The BBB complaint was filed after the time frame she mentioned. Plus Cavender hasn't replied to the Certified Letter that was submitted for payment adjustment for buying under false pretenses. So I am not expecting to receive another response from the stated establishment through the BBB. 
  
  Regards,
  
  ***********************

  Business response

  03/18/2024

  I'm unsure about **************** stating this complaint was filed after the timeframe I mentioned. Our GSM met with him the first week of this month and this complaint was filed on 2/13/24. At the end of the meeting, **************** said, 'Thank you for talking with me, I told the BBB that I would come in and I have now done that" Our GSM felt that even though **************** was disappointed, he understood. 

  In addition, we have not received a Certified Letter from **************** and would like to know where he mailed it and who he addressed it to. We will look into it further and make sure we respond to him if we find the letter. Thank you. ***********

  Customer response

  03/18/2024

  Complaint: 21289763
  
  I am rejecting this response because:  I have attached what was sent certified mail. I will resend it directly to the owner of the company. 
  
  Regards,
  
  ***********************

  Business response

  03/28/2024

  Here is an update on our efforts to maintain transparency with all customer communications. We have added a disclaimer to all of our websites and ********** Cavender has an appointment to call *************************** today at noon. Attached is a copy of the disclaimer. Thank you. ***********

  Customer response

  04/03/2024

  Complaint: 21289763
  
  I am rejecting this response because: *************************** did call but I was driving to an event and he was supposed to call back the next day at noon. Never received another phone call. You said the website had been changed and its still the same way. The Demand Letter that was sent was never addressed and I received attempts to pacify my issue. There are numerous agencies that are currently investigating this situation and I have been contacted for more details from them. This point forward I was advise to go to court as I have exhausted all means of patience's to get a simple resolution to a obvious violation. NO FURTHER COMMENTS FROM ME THROUGH THIS CHANNEL. 
  
  Regards,
  
  ***********************

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle and was told that the tires were new due to the fact that the car has ****** miles on it. I was also told that they would fix the scratches and dents and they only fixed a few scratches and the tires that I have are about to blow out according to Discount Tire. ***** told me the tires were brand new due to the fact that its a new car regardless if its a 2021. I took his word and I have it in writing where he says they will fix the dents and scratches but he did state these tires are new and I came to Discount Tire because the light came on and that is when I was told that these tires have extremely low thread and are about to blow out because they are performance tires

  Business response

  12/12/2023

  Hello!

  Our General Sales Manager agrees with ******************** complaints, and we appreciate her bringing it to our attention. We have taken care of all of her issues, and she said she would be removing the review. Everything was completed on Friday. Thank you! ***********

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  When I purchased my new GMC Canyon AT4 in September of last year the backup camera and sensors were non-functional. I was told this was due to a chip shortage and I would be notified when they had the parts. I checked many times and finally received notice in August this year that the parts were available. I made an appointment and showed up only to be told they did not have the parts. Two weeks later they emailed me that they had the parts and I made a new appointment and was told it would be ready the same day. One MONTH later, they still have my truck and it's not fixed. They have made many excuses. After two weeks I finally got them to provide a rental truck but only after escalations and way too much arguing. They tell me that they replaced the whole infotainment system when the problem was clearly just a connection so now my XM radio, OnStar and all will have to be reinstated and they say that can't help with that. Now they say they are awaiting a back ordered cable assembly. No ETA and they want to keep my truck since it's disassembled. 5 weeks plus to fix a backup camera? They have been dishonest with me all along the way, argumentative and never return phone calls or provide updates when promised. ****** is my customer rep, and the Service Director is Mr. ********** I really need my truck back. The rental they provided is not 4WD and with rain coming I won't be able to use it to feed my cows without getting stuck.

  Business response

  09/22/2023

  Hello **************, I hope this message finds you well. I wanted to address the concerns you raised regarding the recent service experience with your truck. Firstly, I would like to sincerely apologize for the extended timeframe it took to diagnose and attempt repairs on your vehicle. We understand the inconvenience this has caused you, and we appreciate your patience throughout this process.
  During the time your truck was in our care, our technical team made every effort to resolve the issues you were experiencing. We replaced the camera, coaxial cable, and conducted numerous tests in an attempt to rectify the problem. Regrettably, these efforts did not yield the desired results, and it was determined that a wiring harness replacement was necessary. Unfortunately, we encountered a challenge with the availability of the required wiring harness, which is currently on national backorder. As a result, we are unable to provide you with an estimated arrival date at this time.
  In recognition of your need for a vehicle and compensation, we arranged for a rental truck for your convenience while your truck was in our shop. Additionally, we provided you with daily updates to keep you informed about the status of your vehicle.
  We understand that this situation has been frustrating for you, and we sincerely apologize for any inconvenience it may have caused. It is never our intention to cause distress to our valued customers. Regarding the issues you mentioned with communication and your dissatisfaction with our service, I want to assure you that we take your feedback seriously. We have reviewed our interactions and efforts to resolve the matter and have made improvements in our processes to enhance customer satisfaction.
  Thank you for choosing us for your automotive needs, and we hope to have the opportunity to regain your trust and provide you with a more positive experience in the future.

  Customer response

  09/22/2023

  Complaint: 20584417
  
  I am rejecting this response because:

  The response indicates that they provided daily updates. This is not true. I  logged 23 times where they promised me an update / callback that they did not. Each time I had to initiate the call. The rental that they provided was not adequate for my needs as I require 4WD to feed my cattle and had to borrow from my brother for that purpose,  when I  returned the rental they failed to turn it back in to Hurtz for one week, resulting in calls from Hurtz to me indicating that the vehicle was late and I would be charged for the extra days. The situation was resolved without any charges to me, but not without significant effort and frustration on my part. 

  Backup cameras are a federal requirement. My vehicle was sold to me with this feature inoperative, and over one year later this is still the case. Through the whole process they have been argumentative and have outright lied to me about the status and lack of progress many times. Their written response is a typical example of this.
  
  Regards,
  
  *************************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle on may 20, 2023. Due to mechanical issues , the vehicle was returned within 30 days , on June 16, 2023. I was told refund would take minimum 2 weeks to process and my down payment will be refunded. A month past. I was getting charged my first payment to a vehicle I didnt have anymore because they did not start the process of the refund. It was not until I threatened with legal action that the refund was process. I was told that same day I will receive my down payment refund the next day. That was on June 5, 2023. It is august 2nd, 2023 and till this day I keep getting the run around for my down payment refund. For the past 2 months I have been wasting my gas to go in person because when I call no one speaks to me.

  Business response

  08/03/2023

  Hello,

  On June 21st we cut a check and mailed it out, but later found out that all of our mail for that day was lost. We had to stop payment on all checks. We cut another check to ************** yesterday and we got a call that ************** was in our dealership at that time and wanted the status of the check. They sent a dealership runner to the billing office to pick up the check and ************** received it immediately. I have attached some documents to show our bank transactions on both checks. Thank you. ***

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This happened October15,2022. The amount i pd was 38,OOO.OO by check which included Car, Tax ,License,Title by check it cleared October 19,2022! Whats wrong its been almost 3 months every time I call they transfer to a number where you cant leave a message ! Im very unsatisfied with the company all I want is my hard plates and my title i pd for it completely Im an 80 years young widowed lady that lives around 70 miles from there just want to be treated with respect ! Thank you my name is *****************************

  Business response

  01/09/2023

  Hello,

  Thank you for reaching out to us.  ****************** has been in communication with one of our title clerks as recently as Friday afternoon. Several of the ladies in the **************** are working diligently on getting ****************** her plates and title. We will be sure to get this resolved as quickly as possible and follow-up with her as soon as we have her title and plates.  ****************** is welcome to continue to reach out to ******* or ****** if she feels the need to. Our number is *************************** or 5102.  Thank you. ***********

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is in reguards of the Cavender Collision Body Shop. Next door. I recently had work done to my car From November 2021 to january 18 2022. They kept beating around the ****, no type of communication, kept telling me that dont know when my car will be available. Until my insurance called them and they told them it'll be ready on the dates of January *****th. So january 20th comes and all of sudden the day my car was officially done they failed to call and tell me it was done ( on the 19th) so the 20th called and said it was stolen. Doesnt sound right at all. Insurance paid all of this money for THE only car that was stolen was mine. Oh and top of that the day that video was done was the first time i heard of them moving to another destination. Insurance spent over **** on this car and nothing to show for it. When asked why wasnt my keys specifically put in a lock box for something like this to happen they werent able to give me a great answer. Im frustrated im without a car. The adjuster *************** hardly had answers i found out he resigned at least 1 week before my car was stolen. And no one has answers. They want give me a rental car through their insurance.

  Business response

  02/08/2022

  Our insurance director contacted ************** with the police report information and let her know our insurance is going to handle the loss. We understand that they did reach out to her, but I am not aware if she has called them back yet. Thank you. ***

*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. ↩