Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On August 6th, we went into *** Brown GMC to purchase a 2021 Buick Encore GX. Our salesman ***** was amazing! The finance officer, however, neglected to come out to speak with us about where we would like to have our loan and subsequently ran a credit report to the WRONG loan company. When we went into his office, he stated that he ran ************ and seemed angry that we did not want this, we wanted Veridian because it has a better interest rate. The financial officer NEGLECTED to REVERSE the ************ credit check and to ask which deductible we preferred for our extended car warranty. The financial officer reluctantly got the deductible lowered after speaking with me but STILL REFUSED to reverse the ERRANT credit inquiry that will now AFFECT my credit for TWO years when it shouldn't at all.

  Business response

  09/14/2024

  We are in receipt of the complaint filed by ****************** and have been working to address the concern mutually. At the time of purchase our Business Manager did not consult with her about about her lending options and by default, we select ************ on all application submissions unless instructed by the customer. That process was not done and upon hearing she preferred to use a local credit union we submitted the application to them and ultimately funded the contract with her lender of preference. It is acknowledged that a hard inquiry did in fact happen. I have since reached out to ************ to inquire about the possibility of removing the hard inquiry on ******************** credit bureau, and that request is ongoing. I have spoken to her and explained the situation and she has been made aware of the process. I have pledged to keep her informed of the status.

  We have already addressed the issue of the Service Contact deductible and that process is ongoing as well. A new contract with the correct deductible is currently being processed.

  We will continue to work toward an amicable resolution with ****************** and will provide updates accordingly.

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

  Customer response

  09/16/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought a 2024 GMC ****** at the end of December. roughly 2 months after i bought this brand new truck someone hit my passenger side mirror. i have tried to get a replacement mirror but have just been given excuse after excuse from both the dealership and GMC itself. there has been no meaningful effort to procure the part needed for my repair.

  Business response

  02/27/2024

  We received a visit to our ****************** by ************** on 2/1/24 regarding his mirror. At that time a repair order (RO #******) was opened and an order was placed for a replacement mirror. MIRROR - GM (Part #********) Due to supply shortages we were unable to find a replacement directly through our supply chain in a timely fashion and this message was relayed to *************.

  Upon finding out that there was no availability through our supply chain, we open a **** (Service ************************ Case with GM ************* to attempt to further expedite the process of securing the part. A **** Case is the highest priority type in the GM ************* and Aftersales system and should only be created in critical situations; one of which is safety concerns. This fell under that category and a case was opened on or around 2/2/24.

  We also began the process of searching other ************** dealerships that showed they had one in stock but we were unsucessful in obtaining one from them. We contacted 8 dealerships across the country without success. We simply were unable to obtain the replacement mirror.

  ************** even asked that we take a mirror off of one of our stock units for him. We did not have a unit similar to his in stock as any such vehicles we may have had were either ordered and/or sold units for respective customers. Furthermore, it is against policy to do such thing.

  We continued to push various chains of command within our ************** Parts and Service connections and as a result of the **** Case we finally were able to secure a replacement mirror on 2/23/24. The item has shipped and we have now received it. A call has been placed to ************** and an appointment for repair has been scheduled.

  A copy of the Repair Order, **** Case documentation, and email communications with all respective parties can be provided if needed.

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

  General Sales Manager

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1) Had repair done on vehicle and same issue returned. Expected me to pay for a diagnostic even though it was within the guarantee time of the repair and the malfunction was visibly evident.2) On another occasion took car in for repair. When I came to retrieve it, after having been called that the car was ready and going into dealership and pay, came out to car to find it had been damaged (front trim on grill was missing) with no mention to me this had occurred, When I went back in they did immediately acknowledge it was damage they inflicted. I am unsure they would have had I not noticed before exiting their lot.3) Another repair was done (based on an error code) and was listed as having a 'lifetime protection'. Four months latter the same issue (and error code) the dealership says it is a preexisting condition and they won't honor the warranty and charged me twice for the same work.

  Business response

  01/20/2023

  We did require a diagnostic fee upfront with the understanding that it would not be charged if it was the same issue. Unfortunately, during our normal process of giving customers a complimentary carwash this front-end trim piece was damaged and we failed to communicate to the customer that we ordered a new trim piece for replacement. Customer had a service visit in February the required spark plug replacement and then in October that required fuel injectors.
  
  After our discussion with the customer we have agreed to not charge a diagnostic fee on his next visit. We found common ground on the repair solution between us, our vendor and the customer. Customer now has options on window repair and we were able to agree on billing adjustments. We feel that we were able to find the best possible outcome for the service and repair.
  
  Matt Brown
  Owner 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Business assured me it was an authorized KBB dealer and would agree to $25300 as long as everything I entered about the vehicle was accurate. They offered ~$22400 and when questioned about the requirement to agree to the $25300 they claimed ***** Blue Book was outdated, not that any of the information I had provided needed corrected. Screenshots of the agreement (in writing) and the offer along with the requirement from participating KBB dealers.

  Business response

  06/15/2022

   

  BBB & *****************************,

  This is Matt ********************** the owner of Bob Brown Buick GMC. After a long discussion and review of this *** Instant Cash Offer with our used vehicle manager yesterday I have a better understanding of what happened during the valuation process. Generally we purchase all vehicles for the *** offer and account for any vehicle description, equipment, options, damage conditions and/or mechanical issues at the time of physical inspection. During my discussion I found that the vehicle was inspected as stated on the *** website and had no issues that would need addressed. The lower appraisal was due to the high *** value vs market value that he had not seen in the past. I reminded him that we are part of a program with *** ICO and need to honor the offer and then decide to sell the vehicle back to *** or retail the vehicle. My apologies to **************** and we will purchase the 2021 ********** Jetta for the full $25,300 prior to the 7 day expiration of the *** ICO offer. Please feel free to call me with any questions and discuss further at ************.

  Sincerely,

  Matt ********************** 

  Customer response

  06/16/2022

   
  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.
  
  Sincerely,
  
  *****************************

*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. ↩