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:09/05/2024

  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.

  purchased a 2022 Buick envision new from a local dealership, it has been 2 years and the vehicle has 25,000 miles the factory warranty is 36000 or 3 years On 08/26/24 while traveling on a smooth road at approx 45 mph my vehicle begins to fishtail for no reason , after getting vehicle under control and able to stop without flipping over I went to check on my vehicle tires thinking I had a flat tire, I did not but noticed my rear drivers side tire was sticking out and turned , I looked under and I seen a metal bar later to learn was lower control arm is completely broken in half , I called gm customer care road side who sent a tow truck but states the vehicle was being taken to Vegas as they no longer have any Chevy dealerships that are associated with Buick in my local area. After being towed 2 days later I get a text message from the repair center in Vegas that reads, “ Good afternoon; this is JC from Autonation Buick and GMC. We have diagnosed your vehicle and have found that the driver rear control arm is severely compressed which caused it to snap. This is not something that would be covered through warranty due to cause of failure coming from an outside influence. If we were to proceed with this repair we would need your approval for a total of $2855.53 - Jeancarlos” I asked them why is my claim being denied as we have done no modifications to vehicle and there is no damage to the vehicle that would affect that part. They refused to give reason , I called gm support center several times and all they will say is the tech at the service center is there eyes and ears and they will not go against them and nothing they can do to resolve , they stated that the repair center has denied my claim and it is final for me to contact the repair center , I then contacted the repair center who again sent me a text that read : At this point, nothing has been decided by General Motors. We have been instructed to not perform any repairs on your car until further notice.

  Business Response

  Date: 09/06/2024

  Sorry to hear about your troubles. As we are not the repair center that diagnosed your problem, I am not able to advise or give advise on the issue or repairs. As we are not the manufacture and our only the representative we would also have to adhere to the policies and guidelines from GM and would likely come to the same conclusion. As a certified dealer has already diagnosed the repairs and reported it to GM, we would not be able to further assist. You will in fact need to work with that dealer and GM directly.

  Serelle Taylor

• Initial Complaint

  Date:05/21/2024

  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 purchased a new vehicle on Apr 15 from National Buick GMC. It rained hard for a couple of days and we were unable to do a thorough walk around of the vehicle. I figured being a new vehicle, that any issues would be easily resolved. I detailed the vehicle a couple days later and found about a dozen "boils" in the clear coat, and several gouges, down to bare metal, on the roof. This is a black colored vehicle, and I would not have purchased it seeing all the paint damage. I immediately notified our salesman, and he said to send him pictures and he would talk to his paint and body guy. 4 days went by without hearing from him, so I reached out again. A couple days later he responds with "I'm talking with the owner". A couple more days go by, and I reach out again, "the owner is out of town and hasn't called". A couple more days go by and I reach out again, "one of the managers got in touch and is talking to him". I call him and he says we have to bring it in so they can look at it. We agree to drop it off Monday, May 6. I have tried to get updates and to speak with a manager but am always put off. Yesterday I spoke with our salesman and he said they had done all they would do. He sent me some pictures and it doesn't look like they did anything. I have left voicemails and asked repeatedly to speak with the manager and haven't heard anything. While this has been going on I have tried to get someone to talk to me about this. I am transferred between sale and service and neither of them makes the decisions. I have sent service pictures and video, and have sent sales pictures and video of the paint issues. This is a new vehicle that they are not standing behind.

  Business Response

  Date: 05/23/2024

  I spoke with *** and we are sending the vehicle back to the body shop. I will keep in touch with him

• Initial Complaint

  Date:05/11/2024

  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.

  2020 Honda Civic Si purchase from National Buick GMC March 8th, 2024. Salesman messaged me and said he’d found a civic. I asked him to make sure the history and title were clean, he said everything was clean and we were good to go. We moved forward with the transaction. The car had some minor issues we found initially, one being the oil pan sheet was damaged. We asked that they fix it, we also noticed some of the tires had major damage for which they offered us some money off. We sat in the lobby for an hour said they’d look at what we found and clean the car. They came and said they weren't aware that we had been waiting and the car had been done for awhile. We took it to get aligned and when they reset the alignment code this set off the collision codes in my car, the mechanic found that this car had been in a major front end collision, airbags deployed and the entire front end had been rebuilt. After finding this we called and the salesman argued and said the title hadn’t been salvaged, we asked if they could help us with repairs since they told us it was good and after several calls we were told that is the chance we took buying a used car. The warranty we purchased would not cover anything because of it being due to a collision. I called to ask the warranty be canceled and then they said they could help me and get me into another car. This was a month ago. They seemed like they were willing to help me fix things after I called on the warranty. Now that I redid the credit check no one will return my call or speak with me on what to do. Cab lights don’t work, cold air intake is broken, had to replace all four tires, take it back to the city to get collision codes reset, replace the battery, when the car was rebuilt they didn’t even connect the windshield wiper hose to the sprayers so I don’t even have windshield wiper fluid. They promised to help and it’s been two months and a couple of thousand dollars into this “clean” vehicle I was lied to about and sold.

  Business Response

  Date: 05/13/2024

  When our salesperson contacted you about a vehicle, you specifically stated that you wanted a Honda Civic Si and only a Si. He told you he did not have one but would try and locate one for you. He did so at another dealer and gave you the information. You stated you liked it and so we purchased the vehicle from that dealer for you. You came into the dealership and were able to look the vehicle over and test drive the vehicle. You were able to address any concerns at the time of sale. When we purchased the vehicle from the dealer, we were able to verify that the title was not branded, we also did an emissions on the vehicle. When you submitted the new application for us to try and get you a different vehicle, your credit situation had changed significantly and was told that we could try and help but that your payments and rate would be much different. We are still willing to help do this if this is something you want to consider. If you are wanting to cancel your warranty contract, you may contact the accounting office and they can send you the cancelation form to get the warranty cancelled and funds sent back to your lender. You may contact me direct with any further questions. ###-###-#### Serelle

• Initial Complaint

  Date:03/07/2024

  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.

  There is literally zero chance I would ever tell anyone to go here for a car. The best part is this: The truck I bought from them is still on the website. They don't tell you the transmission on it is completely ruined. I thought it was odd when I test drove it, and didn't want to buy it. To ease my mind, and make the deal, they offered me a 2yr power train warranty. I figured that would cover any concerns. 250 miles later the entire transmission failed. Called the warranty company, and they denied the claim because of the lift that National Buick GMC put on it! Then the dealership refused to help me at all. $9300 dollars later, out of my pocket, I have a driveable vehicle. Literally 25% of what I paid for it in repairs. 250 miles later. I've never been more screwed in my life. I've tried and tried and tried to talk with them. Not willing to help with s*** This will not be the last they hear from me.

  Business Response

  Date: 03/13/2024

  We have been trying to reach you in regard to this and trying to get more information without any success. The warranty you purchased is through a third party and is not a direct product of National Buick GMC. We do not have direct control of coverages. However, the warranty is a cancelable product. If you would like to cancel the warranty, please reach out to the dealership and fill out the cancelation form to start the process. if you would like to discuss this matter further, please reach out to ***********************, who has left you messages.

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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.

  11/18/2023 Initial purchase of a vehicle at National GMC. We were told everything was finalized and left the lot with a used 2013 GMC Denali **** HD 01/19/2024 Second meeting to finalize what we were told was done. National GMC Buick asked that we return the vehicle because they were unable to get employee verification but there was no record of attempts and they did not inform us that we needed to facilitate the exchange with my employer until this time. There was a resolve we were informed everything was finalized and we could leave with the truck again.02/08/2024 received a call that the deal still was not settled and that we needed to provide an extra $5,000.00 in addition to the $20,700.00 in cash that was already put down on the vehicle.

  Business Response

  Date: 02/12/2024

  Customer applied for financing and had issues with being able to prove job information and income. Bank required an addition down payment to approve financing. The amount was $5000.00. The customer agreed and signed contracts and has yet to pay the additional $5000.00. The expenses were due to customer needing to provide documents to the bank, not the dealership. Customer would have had to return the vehicle if they did not accept terms.

  Additionally customer will be sent to collections if the amount is not paid as it is agreed on a contract

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21273008
  
  I am rejecting this response because:

   

  NATIONAL GMC did not make it clear that we needed to reach out to the bank and used the excuse that it was common practice for customers to arrange finance transactions but failed to communicate adequately that it was our sole responsibility to ensure everything went smoothly. I did my due diligence contacted my job and had them reach out the bank did not send a request I did make sure this happened with no help from National GMC just harassment which has never happened to me Ive bought 6 vehicles and never did I have to complete this process on my own. During this time it was my understanding that ***** and National GMC finance team was doing their job in helping this process they were not and in turn continue to point fingers at us the customers. Regarding the ******** extra down payment. When this was discussed with us initially ***** and I decided we would return the truck if an additional down payment would be needed. When we said this ************************* and the finance guy he was working with us told us they could fix it so that we would not have to pay extra they did not want us to bring the truck back. I immediately thought this was odd because Ive never had this happen. Once they sent a new contact I noticed there was an extra $******** in the total I told ***** not to sign anything until we spoke with ************************* and the other finance person which we did. ***** asked why the numbers where different as did I he and I were told We just played with the numbers so it appears that way its common practice we do it all the time. ***** asked so we dont have to pay the extra $******** we were explicitly told No we just played with the numbers. It was only after this we signed and the contract is signed incorrectly.  After we returned the second time and left the second time even shook hands with the finance manager who told us everything was squared away we still had not been informed about the additional $******** (which at this point we had been told we didnt have to pay). If they knew we still had to pay $******** thats would have been the time to discuss it with us because we had been told this was not something we had to pay. At this point we have been lied to, harassed, and threatened instead of listened to. The level of unethical conduct and unprofessional treatment is beyond comprehension. In phone calls we were told the salesman and Finance worker dont recall having that conversation where we were explicitly told we just played with the numbers and the additional $******** would not be required. 

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

• Initial Complaint

  Date:12/20/2023

  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.

  This business is untruthful with their customers about major car issues. I bought a car and they did not disclose that the the car had transmission problems. I had to go to the dealership multiple times and call multiple times to get a solution. I had to take time off from work to go and get the car fixed. They have kept the car for over a month and still cant give me a date to when the car will be fixed. My biggest issue is that they didnt disclose the transmission problems and made me feel that since I bought the car that it was my problem now. They need to investigate on how they do business and how they treat their customers.

  Business Response

  Date: 12/21/2023

  I have spoken to the service department and the transmission was on back order. It looks as if the vehicle is scheduled to be repaired on 01/08/20204. We unfortunately cannot determine when and if a transmission will go out without a diagnostic or engine light error code. I am sorry you are having to deal with this.

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 21037425
  
  I am rejecting this response because I have been told more than once that the car is being worked on. I have a voicemail in which they dealership worker tells me the car is ready and I get to the shop and no work has been done. The car had been in the shop since 11/17/2023. Now, the car wont be worked on until 01/08 and you unfortunately cannot determine when and if a transmission will go out without a diagnostic or engine light error code. I have tried to work with multiple employees at this dealership and they all have been unprofessional and just bounced us around with excuses. I cant accept that they sold a car without disclosing transmission issues and them not taking full responsibility. Ill have to seek other advice. 
  
  thank you,
  *******************

• Initial Complaint

  Date:07/30/2023

  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.

  I bought a truck in April of 2022. I decided to sell it just recently and found out that it has a major odometer discrepancy and it was not disclosed when I purchased. I have tried reaching out to the **** but cant ever get a response and it seems they maybe have blocked my email.

  Business Response

  Date: 07/31/2023

  We do not block emails. You can contact me at ***************************

  I can look into this for you. You should have your odometer disclosure form that discloses the odometer at the time of sale. If the odometer discrepancy is with carfax you will have to contact them direclty as we do not report with them, it is a third party.

   

  Thank you ***************************

• Initial Complaint

  Date:03/31/2023

  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.

  My 2019 buick with only 69000 miles. I got it brand new off the lot. Need 5,000 worth of work. This is suppose to be number 2 safety car. But it shutdown on me with no warning light. Smoking under the hood and almost caught fire My turbo engine cooler. All valves and gasket. Turbo engine coolant with all Vavles and a/c needed to be replaced. Someone please tell me why it is happening on a 3.5 year old car that was brand new. Buick need to fix my car free of charge. Because this is just a lemon. I contacted a lawyer, if you guys don't fix the problem then lemon law will served you guys. This is my second car brand new off the lot from GM that had this problem You guys are selling lemons people. This is not fair. I don't want to go to court when you guys are at fault. If I have too I'm suing for my current car and my other car.

  Business Response

  Date: 04/03/2023

  This is not our customer. We did not sell her this vehicle or service her vehicle. If she has a complaint with Buick, she would need to contact GM corporate. We are a dealer not the manufacture. 

• Initial Complaint

  Date:08/25/2022

  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.

  I recently purchased a Buick from a dealership it's only been 30 days a my battery went dead I have had over 5 Tim's to get a jump start on this car it needs a new battery it was supposed to had a a warranty only to find out it expired in April of 2022 so nowy alternater is going I put down 9,000 bucks on this car now I have to buy a battery this bunch of crap I wish I had went somewhere else I am sleeping iny car me never buy general motors car again I wish I would have gone elsewhere.

  Business Response

  Date: 08/26/2022

  I do not show you are a current customer of ours. I looked up your name and address and it is not in our system. Additionally a battery will never be covered as a warranty item as it has too much wear and tear and will need to be replaced for many reason beyond the control of malfunction. 

• Initial Complaint

  Date:07/28/2022

  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.

  July 26, 2022 dropped off vehicle at Castle Buick, ***************, ******** for service due to Engine Light and rough idle. Spoke with *****-service explained issues and agreed to Engine Diagnostic to identify codes, isolate issues, and fix problems. ***** called and stated coil, O2sensor, and cover require replacement $2200. Today, July 28,2022 after driving vehicle for first time since leaving Castle Buick, the Engine Light reappeared. Bait and switch with service and fraudulent repairs.

  Business Response

  Date: 07/29/2022

  We are not ***********, this is the wrong business