ComplaintsforCavender Buick GMC West

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Cavender Buick GMC West along with an extended warranty. I bought the vehicle pre-owned as is, but unbeknownst to me the previous owner of the vehicle had the *** on the car reflashed. This effectively makes the full powertrain extended warranty that I was encouraged to purchase useless for any engine repairs. I bought the car AS IS, but an aftermarket ecu reflash is not something I would have been able to observe while checking out the car nor was it disclosed to me by the dealership. The previous owner of the car confirmed to me that he did have this modification done and he did inform the dealership of this modification when he traded it in. Since purchasing the car I have had numerous expensive issues that I could not determine the cause of, but I now know that they are related to the aftermarket ecu reflash that the previous owner did to the car. Cavender is supposed to be a reputable company and it is very dishonest and shady that the dealership wouldn't inform me of such a major modification. I cannot use the warranty that the dealership ENCOURAGED me to purchase to fix any of the issues I am having because the *** reflash voids the warranty. The dealership also sold me this car without catalytic converters, which is illegal in the state of *****. I did know this at the time of the sale, but I paid them extra to install the catalytic converters. After completing the sale I was informed that the catalytic converters were not in stock and there was no time frame when my car would be out of the service shop. This was completely unacceptable, so I had them refund my money for the converters and give the car to me because I was without transportation and couldn't afford to wait. There was no contract or sales clause over the catalytic converters. I am paying a lot of money for this car on top of the very expensive issues I have to pay out of pocket to fix because of this dealership withholding information from me, this is unacceptable.

  Business response

  06/18/2024

  Hello!

  We were finally able to connect with ********************, and cancellations are in process. Refund will be issued to the lienholder, and she is aware. Thank you, ***********

  Customer response

  06/18/2024

  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

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 25th 2023 Purchased a Certified Pre-Owned 2019 GMC ****** **** AT4 and was very happy with the purchase until I was looking at the front of the vehicle and noticed it was off. The bumper was pushed in about an inch. After having a body shop look at the accident it was determined that it was a 2nd accident which had never been fixed. Leading me to researching the first minor accident that was stated on the carfax report. Then learning it was not minor but in fact in a major accident with frame rail damage and almost 10k dollars of repairs. So the accident I researched further seemed to be extremely hard to uncover and somehow I was pushed under the rug told I was wrong and constantly admonished by the dealership. I called them out on a lie when they claimed a minor accident with carfax so they could sell it for top dollar which is what I paid for a truck listed at $49k new I paid $45k 4 years old with major accident, and still wrecked from the 2nd accident. When I tried to return it I was told they would give me $40k dollars for it and that I would then be put in another certified car but would have to pay tax tag and title again. Originally I put 15k down and now I have zero down and the banks want a ton of money down from me, just to trade into another truck. They are selling wrecked cars as pristine new cream puffs and are deceiving the consumer and the fair trade act of deceiving practices is now bering contacted. This dealership should be shut down and Mr. ******************** better wake up before he loses his brand recognition for selling majorly wrecked cars as certified autos. I will not let this one win. This type of business practice must be stopped.

  Business response

  12/27/2023

  Hello,

  Our store manager was in communication with Mr. ***** and offered to take the vehicle back or repair it to his satisfaction. At first, he refused both options. He wanted us to get him into a truck with no additional cost to him. Mr. ***** does acknowledge that he signed the Carfax we have on file. After he discussed everything with his father, he accepted to have the deal unwound. Our store manager is waiting for it all to be reversed and have his check issued for the down payment he paid. 

   

  Thank you, ***********

  Customer response

  12/27/2023

  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

  08/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased a certified pre-owned vehicle from this dealership and with that certification comes a list of services and assurances, including a 172 point inspection and repairs of any items that do not conform to the inspection. I have a copy of that inspection from GM and after reading the list of items to be inspected and repaired, I found numerous items that were not inspected and or not addressed or repaired. After contacting the sales person and requesting that an inspection be preformed and all noted repairs be made, I have not received any response from the dealership management. below I have attached the 172 point inspection form, and my emails to the dealership along with photos also sent to the dealership. I am requesting that this vehicle be taken to my local GM dealership for the inspection and repairs requested and that Cavender Buick GMC West be responsible for all **************** and labor.I realize all the photos I have will not fit into your file limit. I would be happy to forward all the photos if you will designate where I should send them.Than you

  Business response

  08/16/2023

  ****************** had an appointment to go into his local dealership (***** Buick GMC) on 8/15/23 and have his concerns addressed to GM standards. We are in communication with them to give the necessary authorizations. Our Sales Director has reached out to *********************, the service advisor and gave him authorization to complete the necessary inspections. He has his contact information and knows to forward all necessary recommendations. We have not received any correspondence as of today. Thank you. ***********

  Customer response

  08/24/2023

  Complaint: 20422191
  
  I am rejecting this response because: they refuse to make any repairs and only acknowledged the alignment and they have even disregarded their own guidelines. They take no responsibility. Here is the recent email thread.

   

  As mentioned before, all items pertaining to ** standards for certification have been validated as complete by a third-party dealership that you selected to use. 
  
  
  The only item that was recommended was the very slight misalignment of the REAR wheel not the front and we are 100% in agreement with making this right. This is although the issue wasn't identified until the vehicle was driven hundreds of miles back to its destination. 
  
  
  We have provided a path to make sure there wasn't any requirement overlooked. The third-party dealership and advisor of your own choosing has confirmed this. The threat of pursuing a complaint based on not receiving answers you feel are favorable is not going to change the outcome of the independent inspection you requested. 
  
  
  I'll make sure Mr. ******* receives payment for the inspection and alignment of the rear wheels that he recommended.
  
  
  ***************************
  Cavender Buick GMC West
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 10:41 PM
  To: **************************** <******************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  Let me remind you of the items that are below ** Certified standards.
  
  
  
  
  1. Item number 36 on the list states that "you will recondition surface chips and scratches. 
  
  
  And that inspection report does not qualify or quantify the damage required. 
  
  
  
  
  
  
  2. Item number *** on the list states that you will inspect and service all moldings and applique.
  
  
  And since the function of bright work is aesthetic, it does not meet the criteria for a Certified ** vehicle, by your own guidelines...
  
  
  Your " GUIDELINES " Do say.. a vehicle (cannot) be certified if,,, 
  
  
  
  "Environmental fallout or acid etching or STAINS that cannot be polished out with a buffing wheel"  
  and, any paint finish damage that penetrates to the base metal. 
  
  
  Which means you need to fix it...
   
  
  
  
  
  
  3. Item number 15 on the list states windshield washer fluid, which was empty... Couldn't even bother to fill the washer fluid. Says a lot about the quality of your services..
  
  
  
  
  
  
  4. Item number 46 on the list concerns alignment and drift. The front passenger wheel is seriously out of camber angle and the vehicle is in need of alignment. Never even looked at by ********... Another quality inspection by Cavender...
  
  
  5. Inspect and replace engine and cabin air filters. Again,,, never even looked at, never done .... 
  
  
  It appears extremely obvious that you will do as little as it takes to sell a car. It's a real shame that customer service and satisfied customers mean nothing to you. It's all lip service...    This vehicle sat on your lot for over two months and in all that time ,Cavender couldnt complete an inspection and refurbish of a CERTIFIED PRE OWNED VEHICLE..   Lazy, incompetent, or worse!
  
  
  If you choose to deny my request to make this vehicle a complete certified vehicle, I will proceed with my formal complaints.
  
  
  
  
  Thank you for your prompt response...
  
  
  ***********************;
  
  
  
  
  
  On Wed, Aug 23, 2023 at 7:01 PM **************************** <******************************************> wrote:
  
  This is inaccurate, we instructed him to do all the work required for the *** inspection. He called me and said the only work that needed to be done for the 172-point inspection was the alignment and we approved that work.
  
  
  If the issue you are referring to is a cosmetic blemish, that is not a required replacement under *** guidelines. As you can see in the image below, we are required to inspect those items listed and if they are not operational then we need to address. Cosmetic defects that don't interfere with the operation of those particular items are not a prohibition factor for certification. 
  
  
  In case there is any hesitation in accepting the accuracy of this information, please ask ****************** and he can confirm as an unaffiliated third party. We have also attached an image of the guide we use to make sure we are following the proper guidelines.
  
  
  
  
  
      ***************************
      Cavender Buick GMC West
  
  
  
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 5:53 PM
  To: **************************** <******************************************>; **************************************<**************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  ****,
  I just received word from ***** BUICK, that you refuse to replace the roof side rails! Let me remind you that the 172 point ** Certified Inspection say's (Item #***) you are obligated under the ************************************************************** replace the trim! Since the trim can not be repaired, you are required to replace it.. I need you to call ********************* back tomorrow and approve the replacement of the 2 roof rails. Just do the right thing...... Let's not escalate this any further!!
  
  As mentioned before, all items pertaining to ** standards for certification have been validated as complete by a third-party dealership that you selected to use. 
  
  
  The only item that was recommended was the very slight misalignment of the REAR wheel not the front and we are 100% in agreement with making this right. This is although the issue wasn't identified until the vehicle was driven hundreds of miles back to its destination. 
  
  
  We have provided a path to make sure there wasn't any requirement overlooked. The third-party dealership and advisor of your own choosing has confirmed this. The threat of pursuing a complaint based on not receiving answers you feel are favorable is not going to change the outcome of the independent inspection you requested. 
  
  
  I'll make sure Mr. ******* receives payment for the inspection and alignment of the rear wheels that he recommended.
  
  
  ***************************
  Cavender Buick GMC West
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 10:41 PM
  To: **************************** <******************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  Let me remind you of the items that are below ** Certified standards.
  
  
  
  
  1. Item number 36 on the list states that "you will recondition surface chips and scratches. 
  
  
  And that inspection report does not qualify or quantify the damage required. 
  
  
  
  
  
  
  2. Item number *** on the list states that you will inspect and service all moldings and applique.
  
  
  And since the function of bright work is aesthetic, it does not meet the criteria for a Certified ** vehicle, by your own guidelines...
  
  
  Your " GUIDELINES " Do say.. a vehicle (cannot) be certified if,,, 
  
  
  
  "Environmental fallout or acid etching or STAINS that cannot be polished out with a buffing wheel"  
  and, any paint finish damage that penetrates to the base metal. 
  
  
  Which means you need to fix it...
   
  
  
  
  
  
  3. Item number 15 on the list states windshield washer fluid, which was empty... Couldn't even bother to fill the washer fluid. Says a lot about the quality of your services..
  
  
  
  
  
  
  4. Item number 46 on the list concerns alignment and drift. The front passenger wheel is seriously out of camber angle and the vehicle is in need of alignment. Never even looked at by ********... Another quality inspection by Cavender...
  
  
  5. Inspect and replace engine and cabin air filters. Again,,, never even looked at, never done .... 
  
  
  It appears extremely obvious that you will do as little as it takes to sell a car. It's a real shame that customer service and satisfied customers mean nothing to you. It's all lip service...    This vehicle sat on your lot for over two months and in all that time ,Cavender couldnt complete an inspection and refurbish of a CERTIFIED PRE OWNED VEHICLE..   Lazy, incompetent, or worse!
  
  
  If you choose to deny my request to make this vehicle a complete certified vehicle, I will proceed with my formal complaints.
  
  
  
  
  Thank you for your prompt response...
  
  
  ***********************;
  
  
  
  
  
  On Wed, Aug 23, 2023 at 7:01 PM **************************** <******************************************> wrote:
  
  This is inaccurate, we instructed him to do all the work required for the *** inspection. He called me and said the only work that needed to be done for the 172-point inspection was the alignment and we approved that work.
  
  
  If the issue you are referring to is a cosmetic blemish, that is not a required replacement under *** guidelines. As you can see in the image below, we are required to inspect those items listed and if they are not operational then we need to address. Cosmetic defects that don't interfere with the operation of those particular items are not a prohibition factor for certification. 
  
  
  In case there is any hesitation in accepting the accuracy of this information, please ask ****************** and he can confirm as an unaffiliated third party. We have also attached an image of the guide we use to make sure we are following the proper guidelines.
  
  
  
  
  
      ***************************
      Cavender Buick GMC West
  
  
  
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 5:53 PM
  To: **************************** <******************************************>; **************************************<**************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  ****,
  I just received word from ***** BUICK, that you refuse to replace the roof side rails! Let me remind you that the 172 point ** Certified Inspection say's (Item #***) you are obligated under the ************************************************************** replace the trim! Since the trim can not be repaired, you are required to replace it.. I need you to call ********************* back tomorrow and approve the replacement of the 2 roof rails. Just do the right thing...... Let's not escalate this any further.
  
  *************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a 2022 Canyon pick up Truck, on 06/22/2023 in *********** with **** miles. ** my way home I noticed a small blemish on the windshield. After day two I noticed it was now a small crack. ** Day three I noticed a second and third blemish. I called my insurance hoping this would be a minor repair. They sent Safelite glass out only to find out this windshield had been poorly repaired. I was told this is very common with dealerships! I immediately called my salesperson at the dealership I made three attempts before I could reach ************ my sales person. **ce I did reach, her, she said, let me speak to my manager. when no one called i made four attemps to reach her manager, It is now three days later and no one has made any effort to reach me! I was hoping they would offer some resolution very dissappointing that management did not reach out ! I understand I purchased a used Truck , However I was hoping Cavender would have a higher standard when it comes to customer service!

  Business response

  07/25/2023

  Our Store Director states we contacted the customer and a new windshield was installed for him. All is resolved and customer is happy. Thank you! ***

  Customer response

  07/27/2023

  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

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I had my **** Chevrolet Tahoe towed to this location for service. I specifically asked them to look at the immobilizer on my vehicle to see if that was the issue. I was told multiple times that they would take a look at the immobilizer. I did not receive a call from the service department until that Friday, and then was told that the negative battery cable needed to be changed due to the port where the battery screws in being stripped. I had to go myself and pick up the damaged battery (which had been replaced the week prior), to then take it to where it was under warranty to acquire a new one, and then take the new one back to this location. After paying for a new battery cable, a service I had been told was handled (the immobilizer), and being informed that the starter on the car was fine, I drove home. The next day the car would not start again so I had it towed back to the dealership. This time they wanted to charge more money for what they had told me they had fixed, that they never looked at the immobilizer, and that now the Tahoe needed a new starter. All of this after me repeatedly having to find a way to get to the dealership due to a lack of call backs and no answers on their end. At this point they have had my car for two weeks and kept giving me the run around and asking for more money. Without the issues ever being resolved. I told them that I was going to have the car towed to a different location. My car was returned to me in pieces. I left it with them in one piece. Half of the dash was removed and the pieces just left in the car. Im now having to pay more money for someone to not only fix the issue, but put the car back together. All for a service that I was assured was taken care of and that I had paid IN FULL for two weeks ago.

  Business response

  06/06/2023

  Hello,

  ******************** had her **** Tahoe towed to our service department and asked us to check the immobilizer. She was adamant that the issue was the immobilizer. When we first checked her Tahoe, we found a bad battery cable on the left side and stripped bolts that weren't making good connection. The battery was under warranty at another shop so, to save money from purchasing a new battery she asked if she could come and pick up the damaged one and take it to have it replaced at the shop she bought it from. Once she returned with the new battery, we connected the cables and checked the starter and found it to be working fine.
  We told her it was ready, and she came and picked up her car and paid for the repairs. The next day it was towed back to our service department, and she asked us again to check the immobilizer. She was adamant that the issue was the immobilizer. Her starter was inspected again and replaced. We dismantled the dash and checked the immobilizer, and it was determined to be working as it should be. We don't understand why ******************** thinks we didn't inspect her immobilizer. In the picture she submitted, you can see that the dash was dismantled so the immobilizer could be inspected for proper operation. 
  We were unaware that she was coming to pick up her car therefore we had no time to reassemble the dash and have it ready for her. She was not charged for any of the services that day. 
  We don't feel a refund is warranted because we did repair what was causing the issues she was having. She can bring her Tahoe back in and we will reassemble the dash if she would like us to. She can call and talk to the Service Manager. Thank you. 
  

  
  

  Customer response

  06/08/2023

  Complaint: 20053299
  
  I am rejecting this response because:
  The initial issue was never handled. I had to have the vehicle towed another time elsewhere where they actually took care of the issue. I had informed Cavender Buick GMC West with plenty of advanced notice that I was going to be having my car removed from their location due to lack of response to any of the concerns that I had. I am not wanting a refund for the battery cable, I am merely wanting to know how this location is going to own up to the fact that they dismantled my car, left it in pieces, and then proceeded to tell me that it was ready to go. My dash is now cracked. The buttons on the driver door control panel are broken, and I had to pay extra money elsewhere for them to reassemble the dash as well as disconnect the immobilizer, which was never checked or removed as initially requested. 
  Regards,
  
  ***************************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  An employee of CavenderWest Buick ran my credit without my consent I notify management and said they couldnt do nothing please remove inquiries of my credit report

  Business response

  08/18/2022

  Hello,

  I reached out to our store director and he explained that ******************** came into our dealership in mid-July and attempted to purchase a vehicle, but we were unable to secure financing due to his current credit situation.  He provided a credit application which allowed us to run his credit and over several days he continued in contact with us via phone trying to see what alternatives we might have found to provide him with a loan.  We were unsuccessful.  We don't have control of credit inquiries that go on customer's reports and therefore, cannot remove them from his credit report. Thank you. ********

  Customer response

  08/19/2022

  Complaint: 17731616
  
  I am rejecting this response because: I did not sign the application and didnt authorize to run my credit 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I first reached out in April when the service department told me that the oil change package was not showing up in the profile so i request a refund for the package as they time the service has doesnt work with us. I bought 2 new vehicles in December. Now that my oil change is due on both vehicles I have called service to make said appointments or status on the refund to take the vehicles else were that works with my schedule. I have sent multiple emails with no response only once back in December that they were going to look in to and call me back 8 months later nothing. I am needing to confirm what is going on. NO one answers emails or calls. I get placed on hold for 7-9 mins then hung up on. 2 days in a row. At this point i just want the FULL refund as i have not and can not use the services I paid for.

  Business response

  08/15/2022

  Hello!
  
  I tried copying an email that our service director sent to the customer last week, but it did not get saved to this complaint.  Please see the email copied below from our Service Director.  If you have any concerns, you should contact him by email or cell phone. Thank you!  ***********

   

  Good morning.
  
  My name in ******************* and I am the Service Director at Cavender Buick GMC west. I received an email from our office earlier today concerning your GMC Prepaid Maintenance package. I am so sorry to hear that you are having trouble with this service, and I would be glad to assist you in any way I can to resolve the matter. I was able to look up your plan based on your vehicle identification number in GM's records, and I also see that it is valid until 12/17/2025. This contract can be used at any GM dealer for your oil changes and rotations. If you would like a refund, I will be happy to reach out to our ****************** and have them contact you as soon as possible. I also wanted to let you know our ****************** is open to maintain your GMC Monday thru Friday 7:00 until 7:00 and on Saturday 7:30 thru 4:00. 
  
  Thank you for your time today and I look forward to assisting you in any way I can. You can simply respond to this email or call me directly at **********************.
  
  Sincerely,
  *******************
  Service Director
  Cavender Buick GMC West.
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We placed an order for a new vehicle and they told us we had to pay a $1000 upfront deposit. Which we did. They ran our credit card on March 7th, 2022. A few days later we canceled the order and were told we'd be refunded the $1000 right away. After calling and texting the salesmen daily only getting the we will check with the finance manager, we will check with the sales manager, and let you know back we never hear back. We left messages for the sales manager and the general manager. Never hearing back. So my husband went to the dealership on April 8th, 2022. He spoke with the sales manager **** and he unhappily said he would credit our credit card and handed my husband a receipt. We checked our card and the $1000 showed pending which they told us could take 24 to 48 hours. We checked our account again on April 9th 2022 and the money no longer showed pending. After calling our bank they told us the dealership must have canceled the money so we didn't get the refund. So we have yet to receive our $1000 back. We have contact the dealership again and they said they will call us back and we have heard nothing.

  Business response

  04/14/2022

  The store manager looked into this, and we did refund the deposit as requested. Attached is the receipt for the refund. At no point did we cancel the refund, our accounting office verified that the refund is reflecting on our account. Thank you. ***

  Customer response

  04/19/2022

  Re Complaint # ********
  
  Cavender buick has resolved the outstanding issue with us and refunded our money. So this issue had been resolved. 
  
  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. ↩