Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in to trade in a vehicle on October 16, they were supposed to have it paid off within 21 Days I have always paid ahead on my car now so I had an extra 30 days before I had a payment due. They still have not paid off the vehicle. It is now December 1. I called the company and they said they have not received any payoff amount so I will now have to go in and pay another car payment to a vehicle that I dont even have my husband went to the dealership to go see what was going on and they have sold the vehicle and still have not paid it off so it will hit my credit if I do not make another payment. I put money down and leased a new vehicle from them. I will have to come out of the pocket to pay another payment of the Vehicle I have traded in which is 1200

  

  Business response

  12/12/2024

  Good Morning ******, I have been told by your finance company ********** that they have located the missed placed funds that we had sent them in the amount of 63,217.66.  The representative from ********** said that the funds have now been moved to your account and your loan has been paid off as of 12/06/2024. In the event that you have to make another payment due to the mistake that ********** has made that would lower your payoff amount and you would be due a refund. ********** assured us that the misapplied funds that delayed your trade payoff will not have a negative effect your account or credit in any way.  Also I want to assure you that your trade in 2024 Jeep Wrangler with Vin# ***************** has not been sold. I sincerely apologize for the inconvenience that this delay has caused. With that said, I would love opportunity to make sure that you and your family are satisfied and we can continue to take care of all automotive needs.

  **** Oley 

  General Manager

  ************ I Ext. 3122

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a brand new $97600 vehicle from this dealer yesterday (6-2-2024) and today (6-3-2024) noticed two dents on the vehicle after looking more closely at it, and cant even get ahold of anybody at the dealer the very next day after purchase, even after texting directly with the salesman who sold it to me yesterday. I am just being completely avoided. I want my money back or a credit for this, and no one has been available to even talk to me about it. I can only get ahold of the receptionist who has only told me that they are out of the office currently . I was at the dealership for 7 hours, 6 hours and 45 minutes doing paperwork and negotiating, and was given 15 minutes to rush transferring my belongings from my trade in GMC Yukon to the ********* that we just purchased. And at the last second they forced me to sign the paperwork stating there was nothing wrong with the vehicle ( Being that it was night time at this point, was hard to notice any blemishes). The whole process was very rushed at the end by the dealer and felt very unfair after the massive purchase my wife and I had just made. This needs to be made right, or I will take legal action. No one deserves to be treated like immediately after such a big financial decision.

  

  Business response

  06/06/2024

  ****************, thank you for allowing me out to inspect your vehicle. After reviewing your vehicle and other new Yukons on my lot, I can confirm that what you see are not dents and are not indicative of damage. They are general manufacturing imperfections common in all vehicles that are unavoidable as part of the production process. If you would like to further explore any options available to you, please contact me and I will give you contact information for *************** the manufacturer of the vehicle. 
  
  
  Thank you,
  *****************
  
  

  Customer response

  06/14/2024

   I am rejecting this response because:
  
  I dont agree with your evaluation and am not satisfied with my new car still. Have a professional body shop tech look at the dents I guarantee they wouldnt agree. While some of the dents I can agree with you may be factory unavoidable blemishes, there are two big dents in each rear fender that certainly cannot be an acceptable blemish. I think these were over looked in your inspection. Its all I think about every time I walk past the car. Extremely annoying knowing its brand new 

  Customer response

  06/15/2024

  The the two dents in the rear are too big to be normal

  Customer response

  07/03/2024

  Sorry for the delay. Here is the video. This ding is the biggest out of all 

  

  Business response

  07/03/2024

  Mr. ******, we stand firm on our previous statement. After reviewing your vehicle and other new Yukons on my lot, I can confirm that what you see are not dents and are not indicative of damage. They are general manufacturing imperfections common in all vehicles that are unavoidable as part of the production process. If you would like to further explore any options available to you, please bring your vehicle into our service center. We can submit pictures to ************** on your behalf.  
  
  
  Thank you,
  *****************

  Customer response

  07/08/2024

   I am rejecting this response because:
  
  I disagree with you. My neighbor has almost an exact model of my 2024 Yukon xl. He has a 2024 Denali xl. Even the same color. And his does not have these factory imperfections youre talking about, at least not as noticeable as mine are. Like I said I dont want to take the vehicle in for possible further damage done than good. At least credit me some accessories for the vehicle, something to compensate. 

• Initial Complaint

  11/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 12, 2023, I purchased a pre-owned 2020 ***** Trax with ********* miles for $24,000. First off, they forced me into this car for it is not what I wanted but I settled for it. Finance department failed to offer me the 2-day return policy for $250, only thing they explained during signing the contract is the 14 days to return for $500 cash right then and there. I drove it a half a block during test drive but did not notice anything wrong, but once I actually drove it home, I noticed something wrong with transmission it was hopping while I was at a complete stop. So next day I drove it back to dealership Went straight back to sales spoke with sales manager ******* that managed my purchase and he took me to service but did not offer or give me the option to return vehicle for the $250 since it was less then ************************************* take it home without knowing I had that option, *********** told me they could not diagnose it till Monday because transmission guy is off Saturdays. Said it was safe to drive and to bring it back Monday, i did not have other transportation so I told them I would bring it Tuesday October 17th. They did not even get the consumer to get me a rental car till October 24th. It is now November 4th and they barely received parts and still need another week to finish the repair. My worries are i only had 45 days to make my first car payment and i have not even had my car this whole time. I called ******************** manager on November 4th and explained to him if he could contact the finance **** or the bank that financed me and ask for them to extend my first payment due to this issue. I don't even have thecarin my possesion or even got to drive the car but for a few days, He just said he would get back to me. At this point I don't want this car!!! I feel this is a lemon law issue, and they didn't even make sure that car passed certification. I want to void this contract and get my down payment back or get another car or take my business elsewhere. And to top it off the manufacture warranty expires at ******. What it has another issue and i'm stuck paying out of pocket in the future.

  

  Business response

  11/08/2023

  Dear BBB:

  I have spoken with ************ and we have come to an amicable resolution.

   

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

  General Manager

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 21st, I picked up my repaired car from Moss Bros GMC. There are several lies on the invoice regarding repairs. 1. vehicle recalls were not corrected or even reviewed 2. A 23 point vehicle inspection was not authorized by me nor did I receive a vehicle report card showing the results of that inspectiion. 3. I never authorized the vehicle to be drove through a touchless alignment check inspection, nor was I given the results 4. I was never informed of an ATF fluid exchange, which they list as declined 5. I was never informed of a fuel injection in throttle body service, which they list as declined 6. I was never informed of an Intake, camshaft, actuator solenoid, excess internal resistance, which they listed as declined 7. I was never informed of a Engine diagnostics listed as declined 8. I was never informed of Cracked belts listed as deflined I have an extended warranty on my vehicle that should’ve covered most of those listed repairs. I believe they were not mentioned intentionally in an attempt to give me poor service, give me a vehicle that was not road safe in hopes that it would break down and need further repair. He was intentionally attempting to charge me after my warranty expired. I was not informed of any of these findings, nor given an opportunity to repair them. I only learned them after reading the receipt after picking my car up. After picking up my car, there is still noise from the engine, idling issues, and now there appears to be a power issue because my windows roll up very slowly and the lights all dim whenever I roll the window up or down. I did not have a power issue before bringing it to the dealership.

  

  Business response

  01/03/2023

  
  

  
  

  We appreciate the opportunity to address Mr. ****** ********* concerns. At the start of each service visit, every customer receives and signs a repair order to authorize all work. This document includes authorization for a multipoint inspection and pre-alignment check. When the customer picks up their vehicle, all findings are reviewed with them. The fuel injection/throttle body cleaning, cracked belts and and fluid exchange services are considered routine maintenance items and therefor are not covered by an extended warranty of any kind. The intake camshaft actuator solenoid valve was replaced during the repair as were pistons. The vehicle was taken on a road test after these repairs were performed and no issues were present. These repairs have no affect or association with vehicle window/power performance. If the vehicle is still experiencing engine noise or idling issues, we are happy to inspect the vehicle at no charge to diagnose the issue. Please note the recall was not completed as GM has not made the parts available to us to be able to address this concern. 

  
  

  Thank you,

  
  

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

  Customer response

  01/06/2023

   I am rejecting this response because:
  
  
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 4, 2022 I purchased a vehicle from Moss Bros Buick, Jeep. They tacked on several things, one being an alarm that I paid $140.00 for. I was told that I would receive a call in two days to have the alarm installed. I never received a call so I called them and they stated that someone would call me back. I did not receive a call back so I called again the following week. They promised another call back and I did not receive one again. I called a third time and they, again, promised me a call back. I did not receive a call. All this happened within a span of a week and a half. Finally I decided I wanted my money back so I called to get a refund and they, again, stated that someone would call me back and no one ever did. I called Moss Bros a total of five times to get a refund and was promised a call back each time. The last time I called they put me on hold because I told them that I would not hang up until I got someone that can help me. They put me on hold and they would let it ring then answer then put me on hold again. This went on for 30 minutes. I finally hung up and decided to drive to Moreno Valley, CA the following week to see if I can rectify the situation. I visited Moss Bros on 09/06/22 and while I was there I spoke to Jojo Vasquez and he ultimately offered me oil changes or products in exchange to which I declined. He stated that he would have to get approval from his boss, *****, for the refund. Jojo made fun of the fact that I was making a big deal out of $140.00 and pointed out the they were a multi-million dollar company. Jojo asked for me to call him after 7pm on 09/06/22. I called him at 7:30pm on 09/06/22 and he stated that his boss never got back to him. I texted him on 09/07/22 and he said he would find out. I have not gotten a response as to when I'll get my money back.

  

  Business response

  09/13/2022

  
  

  Moss Bros is re-imbursing the bank for the alarm system that was originally part of the contract sold to ***** ***** *****. Mr. ***** is now happy with the deal he received. If there are any more concerns please call.

  
  

  ***** ***** II

  General Manager

  (**** ********

  Ext ****

  

  Business response

  09/20/2022

  We sent the check to Patrolman's FCU in Chicago, IL. An email was sent to ************** (email we have on file for the Mr. *****) along with a text copy of the check. Mr. ***** responded back to ***** ***** General Manager, that he had received the copy. I have attached a copy of that check. 

   

  Let me know if you need anything else.

   

   

  Customer response

  09/20/2022

  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.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 12th 2020 I purchased a 2020 Ram 1500 ******* pickup truck, the next day I noticed few things that made me think it has been in a accident, I have been told that it never had been in a accident. I went back the next day and they agreed to fix the windshield until the deal get founded. They told me until I take the truck for the windshield and the bedliner spray they would look the other issues, it took 4 trips and few phone calls and texts for them finally 2 months later they replaced the windshield, so I mentioned them about the other issues they said is a used truck and it never had been in accident, but then today I looked online and I found out that it was sold last year in a Insurance auction after the accident happened. I do have pictures and the website to prove it please advise

  

  Business response

  03/14/2022

  Mr. ****:

  Thank you for taking the time this morning to talk regarding your purchase. As we have agreed Moss Bros. Buick-GMC, Inc. is willing to take the vehicle back. We understand the frustrations you are having, the auction misrepresented the history of the vehicle at the time we purchased. Thank you for your understanding, and we look forwarded to working with you.

   

  In the meantime, If you have any other questions or concerns, please reach out to me directly.

   

  D**** ***** General Manager

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

*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. ↩