Complaints

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I preordered a HUMMER EV SUV in 2021, and have been waiting for over 2 years. When I called the dealer two months ago to ask about the price, they told me they would be marking the price up $50,000. I called back a couple days later and asked them to cancel my order and issue me a refund. No one ever called me back. October 19, 2023 I contacted the Hummer EV concierge team at and asked them to cancel since their website gives errors when you try to cancel. They told me they know there are errors and would escalate it to their management. It has now been a month and a half or so and I still do not have a refund. After multiple complaints to the concierge team, on Nov 9 someone cancelled my order and I received an email stating the dealer would process my refund in 7 business days. That was almost a month ago. I called a week ago to the dealer and he told me its not their issue and the concierge team needs to issue the refund despite the email saying the dealer will do it. I've had it and no one at GMC will help me. I've spent an insane amount of time trying to get my money back, and it seems like they are hoping I'll just forget about it.

  Business response

  12/05/2023

  I just spoke with *************

  His transaction was actually at a different store, not ours. I told ******* that I would get him rein burst and I would collect the ****** from the other dealer so he would not have to wait.

   

  He was happy with my direction.

   

  Kind regards,

   

  *******************

  GM

  Coulter Cadillac

  Customer response

  12/05/2023

  
  Better Business Bureau:
  
  The issue was with the ***** location, but the BBB site would only let me choose the Phoenix dealership.  The Phoenix dealership's GM, ****, was very responsive and has assured me they will fix the issue even though it was the ***** location who should have handled it.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found a new Buick SUV online with a special price. The salesmen said it was available. We have great credit. They ran out credit to make sure we're good. They called and said we're good. They were cleaning it up for pick up. Another manager calls and said it was sold. I believe this suv is still available. Definitely bait and switch. I've bought over 50 cars. I used to sell cars. You don't sell a car that someone else is buying and run their credit.

  Business response

  09/18/2023

  I just spoke and had a nice conversation with ***********

  I did apologize for what happened. He did buy a ******* I told him I would like to do a full detail on one of his vehicles and he excepted.

  ***** was very nice and excepted my apology.

  Kind regards,
  

  *******************
  

  GM

*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. ↩