Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 19th, 2024, my husband and I traded in a 2012 ***** Odyssey as part of a purchase from GMC Gainesville, **. As of today, October 14, 2024, my vehicle has not been paid off through *******************, despite confirmation from our lender (*********************) that the funds have long since been sent to GMC Gainesville. I have followed up several times and have been given several excuses. ****** in their finance department has blamed the recent hurricanes in ******* for the extreme delay and stated that their accounting department is simply very slow and that he himself has many complaints with how their accounting department operates. As a family that has previously lost everything in a hurricane, this is incredibly insulting as this matter should have reasonably concluded before Hurricane ****** and Hurricane ****** ever struck *******. *** had our funds before the date of the hurricanes and for reasons not available to me, decided to delay sending the payoff funds. As a result, the payoff request submitted by ****** on September 19th has long since expired (it was a 10 day payoff). As a result of these extreme delays, we have no confidence in this facility and have also requested several times to cancel the extended warranty we purchased as we can't imagine being without a car for a month or more if their service department is operated as poorly as their finance and accounting departments apparently are. The payment on the ***** Odyssey that we have traded in almost a month ago is now long past due. We are requesting that *** request a new, updated payoff request and actually submit the funds in full to ******************* before this one expires. We are also eager to cancel the extended warranty that we purchased in good faith before we knew how unreliable this business is. We are excited for a swift resolution to these issues from this point forward.

  

  Business response

  10/15/2024

  I have been in contact with the guest and have addressed all issues with the payoff as well as the cancellation.  They have my contact information if anything further is needed.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2012 **** truck VIN#***************** on 11/7/2014 from Gainesville GMC, included was a 15yr/150,000 mile extended powertrain warranty. Truck broke down on 2/7/24 with 88,419 miles on it. Needed repair of molded lead frame in transmission, cost $1,276.99. Contacted the warranty administrator listed on my copy of the extended warranty and was told no record of the warranty was on file. Truck was repaired on 2/21/24. Contacted Gainesville GMC three times in March of 2024, spoke to two managers **** ******* and ****** ***** They were always looking into it and promising to call back. After waiting over a month for a return call, on 4/26/24 I sent written notification to them of claim per FL Statutes Section ****** for $1,076.99 (1,276.99- 200 deductible) which was in accordance with my extended warranty. I provided them with all copies of repair invoice and my copy of the warranty they issued me. ****** ******** at Gainesville GMC signed for the claim on 4/30/24. I have not received any response.

  Customer response

  07/16/2024

  Please find attached documents that were sent to Gainesville GMC regarding my claim for which I have never received a response.  These 3 attachments include  (1) letter to GMC, (2) a copy of the extended warranty, and (3) the bill for repair of the warranty item.

   

  Thank you for your time given in this matter.

   

  **** ** ****

  

  Business response

  08/21/2024

  I will be reaching out to this customer this morning. My service manager could not find records of those records so I will be calling the customer for more information. 

  

  Business response

  08/21/2024

  I will be reaching out to this customer this morning. My service manager could not find records of those records so I will be calling the customer for more information. 

  

  Business response

  08/23/2024

  I have spoken to Mr. **** twice and I am reaching out to the old warranty company and also SAC about the records. 

  Customer response

  08/28/2024

  *******, reference complaint #********* I have not received an answer to the complaint. Last communication was 8/23 and the manager was looking into it, but it is not resolved. Please keep the complaint open. Thank you. ****

  

  Business response

  08/29/2024

  I just spoke to Mr. **** and let him know that I fwd the information to our legal department. I let them know that I should have an answer in one week. I reassured the customer that we are all on top of this issue.  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2024 GMC AT4 from this dealership on February 29,2024. I was told at the time that I would have to finance the vehicle because this is the only way the dealership makes money. I was also told that it would not be more than 75.00 to do this, I had wanted to do a cash deal and should have left when they said this because I had already told the sales person numerous times it was going to be a GM Family purchase and a cash deal but I had already given them the code for this truck so we went with it, When i got the payment book i called for the payoff and it was more than the 75.00 that they had told me. I called the dealership multiple times and got the run around over and over. Finally, they sent me to a man that said he was the general manager who told me that I got a great deal, and he didn't know why I was calling, he said he wasn't going to give me any of my money back. I said well your finance manager told me it would not be more than 75.00 and he told me people in **** want ice water so good luck and don't call back. I then contacted General Motors and the ****** ***** to let them know what a disappointment this whole experience has been. General Motors, while helpful getting an extra key for me could not help with the extra cost that I had paid to finance a vehicle that again I wanted to do as a cash deal. The ****** ***** never contacted me to see how they could help me. I also contacted State of ******* *** who gave me the number to the financial Services, I have not heard back from them as of yet. The price on the invoice for the truck was ********, when i got the payment book that figure went to ********. I called to pay off the truck and the price rose again to ********, so that is ****** more than I was told from the beginning and $525.37 more than the 75.00 the finance manager told me it would cost for the truck to be financed. All I'm looking for is some accountability on the part of this dealership to make this right.

  

  Business response

  07/17/2024

  The customer signed all of her paperwork with our Finance Manager which spells out how much their interest is. The $75.00 that the customer is referring to is the dealer fee charged on GM Friends and Family transactions. 

  Customer response

  07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  **** *******y

  Customer response

  07/17/2024

  Again I was told by your finance manager that it would not be more than $75.00.  And I was lied too. I should have walked away when you told me I couldn’t pay cash for the vehicle. Very shady business practices and I can promise you everyone I meet will know how shady your business is. 

  Customer response

  07/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Again I was told by your finance manager that it would not be more than $75.00.  And I was lied too. I should have walked away when you told me I couldn’t pay cash for the vehicle. Very shady business practices and I can promise you everyone I meet will know how shady your business is. 

   

  Regards,

  **** *******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Gainesville Buick GMC to have a specific issue diagnosed. I was very specific with the service advisor prior to authorizing any repairs. I was told that the issue was diagnosed, and it would cost $5,063.38 to repair. I requested something additional in writing to guarantee that what was being fixed would resolve the noise and acceleration issues I thought were coming from the transmission. The service advisor assured me that the mechanics heard the noise, and it would be resolved. The service advisor lied to me, so that I would authorize these repairs. A few months later, I eventually spoke with two mechanics there and they both said they never heard the noise. Immediately after picking my car up, I started experiencing the same exact issue that I had originally brought my car there for. I have taken my car back to the dealership for this issue more than 6 times between 1/30/24-4/1/24, in which they would have it for weeks at a time and they still never fixed the original problem. The service advisor got confrontational with my grandfather and I when we asked questions about the repairs and asked to receive a breakdown of the costs. Gainesville Buick GMC did not fix the problem I am experiencing with my car, in fact, they caused more damage to my vehicle. They left bolts and screws off, the headlight was not working (when I picked my car up), the service advisor drove my car erratically and aggressively at high speed and when we returned to the shop, the radiator burst! Now, my vehicle is not driving, and I have all types of lights on my dashboard that were not there prior to me taking my car to Gainesville Buick GMC. Please see the timeline of events which breakdown my encounter with them from 1/30/24-4/1/24.

  

  Business response

  06/07/2024

  Good morning,

   

  I have reviewed the vehicle history at our dealership and also have spoken with service staff about the alleged situation. The customer did receive a breakdown of the costs on the Customer Repair Order. It is also not true that the Service Advisor drove the vehicle erratically and aggressively. In regards to the vehicle lights, this vehicle had other issues that were not addressed by the customer due to age, mileage, and wear. 

  Customer response

  06/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Gainesville Buick is not addressing the original issue that I brought my vehicle in for. They did not fix the original problem that I was having with my vehicle and in fact created more problems. I provided information from another mechanic shop that verified they did not fix my vehicle. I paid for service that was provided with negligence and left my vehicle in worst condition than before coming to Gainesville Buick. The age and mileage of my vehicle has absolutely nothing to do with the fact that I paid over $5,000 for an issue to be resolved and it has not been. I have receipts to show that I keep up with maintenance and service on my vehicle. Gainesville Buick did a complete diagnostic so how are you now saying the customer (Me) did not address all the issues with vehicle. That is a complete LIE!  The service advisor did drive my vehicle aggressively which caused the radiator to crack and leak fluid ( I was in the vehicle when he was driving). Again, that is not the issue I have. I was very clear before arriving to Gainesville Buick that I wanted the noise and acceleration issue fixed. They told me the things I paid for was going to fix it and it did NOT. Now my car is not driveable due to the negligence of Gainesville Buick's mechanics.

  Regards,

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

  

  Business response

  08/01/2024

  The vehicle was not just driven with our Service Advisor, it was driven with multiple technicians and did not have just one issue. The vehicle had multiple issues and not all of the work was approved by the customer, but most was. There was more work to be done with the vehicle. With multiple witnesses, the Service Advisor did not drive her vehicle aggressively. 

  

  Business response

  08/01/2024

  The vehicle was not just driven with our Service Advisor, it was driven with multiple technicians and did not have just one issue. The vehicle had multiple issues and not all of the work was approved by the customer, but most was. There was more work to be done with the vehicle. With multiple witnesses, the Service Advisor did not drive her vehicle aggressively. 

  Customer response

  08/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I addressed all the issues that they told me was wrong with my vehicle. Unfortunately,  more issues arose because of the work they performed and their negligence. Again, ONLY the service advisor and myself was in my vehicle when he drove it in a manner that caused the radiator to burst at Gainesville Buick upon our return  from a test drive. I had already came back several times, so they could hear the noise that I originally brought my car in for!  The issue was never fixed! There is no reason for me to lie on this matter when all I ever wanted was my my vehicle fixed. I paid over $5,ooo dollars for repairs because they said those repairs would fix all issues I had with my vehicle.  Gainesville Buick is not taking accountability for their failure to accurately diagnosis a customer vehicle issues and the fact that their negligence caused more issues!  

  Regards,

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

  

  Business response

  08/06/2024

  From what I can recall.  Customer came In with a rattle noise and we could not verify it after having four different people ride with her. Long story short, the vehicle had multiple oil, leaks, and broken components that we diagnosed prepared an estimate gave an estimate. Customer agreed to have the work done. Customer came to pick her vehicle up, so rattle was still present once again looked again at no charge. Could not find anything. ***** rode with the customer and we couldn't verify noise. Customer went to leave radiator popped at the drive. We replaced the radiator at no charge to her for customer satisfaction. No rattle noise was ever detected .    Please let me know if I can be of any more assistance. 
  

   

   

   

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

   

   

   

   

   

  C. ***** ********

   

  Service Director

   

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vehicle 7 months ago and it has been back 4 time in 7 months for major repairs, The last repair was $4800.00 and the vehicle is doing the same thing, I didn't make it home the day I received the vehicle back. Now they are refusing to work on the vehicle. I paid $4800.00 for a vehicle to not be fixed.

  

  Business response

  05/16/2024

  We have resolved the issue and the repair has been completed.

  Customer response

  05/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them on April 8th, 2024 and traded them my vehicle, which was in excellent shape. I reside 2 1/2 hours away but it appeared to be a good deal so I made the drive. I drove the vehicle I purchsaed home and immediately every power window, door lock, power mirror, memory seat, everything electronic quit working. I immediately called them the following morning (they were closed the previous evening when I got home) and I requested to bring the defective vehicle back and retrieve my trade, which obviously was still there. They refused and said "That is not an option." Ultimately I had to take it to the local dealership as the vehicle I purchased was still under manufacturers warranty as it was only 2 years old. After leaving and bringing it back to the local dealership several times over a 9 day period as everything continued to fail, they finally got it repaired. The other issue with Gainesville GMC is they don't pay their bills. It is currently March 26th and my bank that I had my orignal vehicle loan that I traded to Gainesville GMC has not been paid off by them yet and I have a car payment due the first of April that I will have to make so I don't negatively affect my credit. My bank explained that they understood that I traded the vehicle but since the loan is still active I must make that payment to avoid a late pay. I also have a new loan with my same bank for the vehicle I just purchased that I'll need to pay as well. When I traded the vehicle to Gainesville GMC they had me get the "10 day pay off" number from my bank and I was told they would send that amount to them. That never happened. I called Gainesville GMC on about the 20th of March to ask what happened to them paying off my trade. A receptionist said finance would call me back and that "It routinely takes 30 days for them to pay the loan." How is that possible when the payoff amount is only good for 10 days. I then called Gainesville GMC at about 9:15 AM on March 25th and left a long detailed message and asked for a call back to resolve this issue. It's more than 24 hours later and no call back.

  

  Business response

  05/07/2024

  After some research, this check was cut on 03/29 and cleared our bank.

   

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I traded in a vehicle using Gainesville Buick, GMC. It has been two months and the vehicle. I traded in has not been paid off by the dealership. The bank has told me that the dealership continues to say that they are overnighting a check, and the first check that was overnighted was not enough money. Gainesville dealership told the bank to shred it. They said they would overnight a new one, but that has not happened. My account with Avadian Credit Union is now two months overdue, and I had to make a payment on the jeep that I do not own in order to keep my credit from being hit.

  

  Business response

  11/21/2023

  The original check was sent on 9/5...I believe what happened is that the payoff was slightly off due to interest that had been accrued and the customers lender returned the check...last month we resent a new check and paid off the account and the lien has been satisfied and we have made the customer aware of it...please feel free to reach out if you have any questions in this matter...thanks

   

  **** ******

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

  Gainesville Buick GMC

  Customer response

  11/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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

  09/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had received a giveaway invitation through the mail on August 31, 2023. I did the scratch off and realized that my code was one of the winning codes for $2,500 instant cash. At first I was skeptical so I decided to call the number on the invitation to make sure that this giveaway was real and not a scam. The lady over the phone had confirmed that I indeed had won a prize. When I went to the dealership the gentleman said that I had one won of the following five prizes but that they had to check their board and confirm exactly which one I had won. After 30 minutes of the sales rep trying to talk me into buying a car, I had asked about the prize and he came back and gave me a mini speaker which was worth $5. If I would have known I did not win those $2500 as they had told me I had won, I wouldn’t have wasted my time and energy into coming in. I am so disappointed that they do this to people. The whole way there I was so happy about being the “lucky” winner and instead had left there sad and disappointed. Don’t tell people that they are going to be receiving a certain price if it’s not true, you are just messing with people’s emotion and time.

  

  Business response

  09/14/2023

  I apologize for any confusion and the inconvenience that is caused.  Please let me know if i can do anything to help 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a very convincing piece of marketing material stating very clearly in the fine print that there were five prizes and we had won $2500. I was skeptical so I called and very clearly asked three questions… is this a contest, is there any purchase necessary, and if the website confirmed my prize was $2500, does that mean that if I take time from my family to come into your business on a Saturday, after I’ve spent my week working sunrise to sunset that I’m leaving with $2500? The answers were no, no, and if the website confirmed your prize, you’re leaving with $2500 real cash. Upon arriving I saw a dozen people or so seemingly there for the same thing. Sure enough, it’s a cheap ploy to gather personal contact information. I called ahead specifically to avoid this. They lied outright. I’m not an ambiguous person. I ask the questions so I don’t waste time or money. There was zero room for interpretation and I read the fine print four times with my wife. This is extremely underhanded and I was highly disappointed with the dishonesty as I delayed the start of a fishing trip based on my prior phone conversation with dealership staff ensuring we had actually won.

  

  Business response

  08/09/2023

  I apologize for the misunderstanding and for wasting your time.  Please let me know if there is anything i can do to help

  Customer response

  08/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  It’s insincere and there was no misunderstanding. Your business blatantly lied to generate leads. Before I left my home to make the drive, a very detailed conversation was had with your staff to confirm there was zero chance of this being anything other than me leaving your building with a real $2500. Had there been any doubt, I would’ve passed. I completely see the logic in lying about it, as nobody would show up if you told them it was a contest… but the end shouldn’t justify the means. You employed very deceptive marketing tactics, and then went a step further when clarity was requested over the phone and lied to get me in the door. You do you… it was highly frustrating to be lied to after trying to avoid exactly that, but I guess that’s what we’ve come to expect from todays retail stores. I hope that at some point you can find a path that doesn’t involve having to be deceptive to hit your goals and maybe hold yourself and your staff more accountable to honesty. Mostly yourself. The rest will follow.  

  Regards,

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

  

  Business response

  08/09/2023

  That’s completely understandable. We hired an outside company to run that promotion. I will definitely have a conversation with them about this situation. I appreciate you bringing this matter to my attention. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7/11/23 They mailed out some promotion/giveaway. The card I got clearly shows that I won $2,500 in cash, instead they gave me a $5 ******* gift card. It's not right to scam people like that. Under normal circumstances I would be happy to receive a $5 gift card just for showing up somewhere, but it was a shady way to do it. I understand sales but that's just icky. I just hope they stop doing this to people, leaves a bad taste in my mouth.

  

  Business response

  07/24/2023

  I apologize for any confusion or inconvenience caused by the event.  If there is anything I can do for you please let me know.

*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. ↩