Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Cadillac XT5 in for service because the engine light was on. I still had a bumper to bumper warranty and wanted to find out what was going on. When they called to get approval for service, they said my spark plug(S, PLURAL) would need to be replace and the cost was $600+. When I went to pick up the car, I was told ONLY ONE SPARK PLUG WAS CHANGED. I was devastated because I was lied to!! Now I have to pay the $600+ for ONE SPARK PLUG. I signed the document and added that I was mislead on the service and needed a refund. I called the manager and they WOULD NOT REFUND ME, but said they would change the other sparkplugs. After while, they said they won't do anything! I wanted to file this because it's horrible to tell someone they are going to change SPARKPLUGS versus 1 sparkplug and charge an enormous amount of money and tell them, oh well! I will NEVER use them again!  

  Customer response

  11/22/2024

  Attached is the bill.  This actually happened in August of 2023 and the estimated cost was $169.20 and they charged me $760.24 to change ONE spark plug versus all of them as stated.  To me this is misleading and they should've accommodated by bringing the price down to the original $169.20.

  

  Business response

  11/22/2024

  Dear *******,
  Thank you for reaching out to **. We sincerely apologize for any miscommunication regarding the repair completed in 2023. After reviewing the records, it appears that one spark plug was replaced at that time, as this was identified as the issue during the diagnostic process.
  To ensure your continued satisfaction, our service manager has agreed to replace the remaining spark plugs for you. We also have these parts readily available and would be happy to schedule an appointment at your convenienceeither this coming week or next.
  Your satisfaction is very important to us, and we want to ensure youre completely happy with our service. Please let us know what time works best for you, and well take care of the rest.
  Thank you again for giving us the opportunity to address your concerns.

  Best regards,
  ******* *********************************** Manager
  **********************/**********************/GMC
  ************

  Customer response

  11/25/2024

   
  Complaint: 22582202
  
  Is there any way to refund me the difference from the quote?  To replace spark plugs that's not damage does not make any sense. Replacing all the spark plugs was the statement, however was not done and at this point, I'm not really open to trusting it will be done a second time. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  11/26/2024

  Unfortunately, at this time we will not be participating in a refund. When vehicle was originally brought in last year our diagnostic found one spark plug needing to be replaced. That repair order had in fact stated the one spark plug replacement / diagnostic and labor.

  Apologies again for any miscommunication. We will keep the proposal on file for you of the replacement on the other 3 spark plugs till end of the year 2024. In the event you would like to complete repair you can contact our service department at ************

  Best regards, 

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

  Customer response

  12/01/2024

   
  Complaint: 22582202
  
  I am rejecting this response because:

  *******, although the paperwork "STATES" 1 spark plug, one of the associates called me prior to the work being done and said the all the spark plugs will be replace.  I had to approve or deny the work being done.  Based on the statement of the individual, I AGREED to have the work done.  When I came to pick up the paperwork, I ADDRESSED THE PAPERWORK stating ONE spark plug and disputed that then.  I even signed the paperwork that this was not what I was told on the phone AND talked to a manager, which was unsympathetic and could care LESS about what I was told VERSUS what was done.  This is horribly misleading, don't you think?

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

  

  Business response

  12/04/2024

  Good afternoon, *******,
  I again apologize for any miscommunication on our part regarding your previous service. Please know that our offer still stands to replace the remaining three spark plugs.
  Should you decide to proceed with the repairs, feel free to reach me directly at ************ to schedule an appointment at your convenience.
  Thank you for your time and for allowing us the opportunity to assist you further.
  Best regards,
  ******* *********************************** Manager
  **********************/**********************/GMC

  Customer response

  12/04/2024

   
  Complaint: 22582202
  
  Is it possible to add an oil change as a courtesy of this miscommunication?

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

  

  Business response

  12/05/2024

  Yes, we can accommodate that.

  Customer response

  12/10/2024

   
  Complaint: 22582202
  
  I am in agreement, however I want to make sure I can get the complimentary oil change before March of 2025 because I just received a oil change.  If you agree, I will accept.
  
  Sincerely,
  
  ******* *****

  

  Business response

  12/11/2024

  Yes, I will have an oil change on us add to your account. Valid for one year as of today Wednesday, December 11, 2024. 

  Customer response

  12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best that I can get seeing that I will not receive a refund. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car with $8000 down and paid an extra $2500 for an extended warranty. I was misrepresented by the dealership and I have tried many many attempts to get this resolved. They told me that I could tow up to 2500 lbs with this vehicle, 2 weeks after I purchased, in the book it says Zero towing capacity. They wouldnt answer and phone calls or answer many emails. I have wanted my money back and they wont give it back! I spoke to the Finance mngr, ***** and he at one time, told me I can still tow, knowing that if I did, it will void my warranty if something were to happen! I have many emails to the owner, ****** Bauer and at least 30 voice messages, he doesnt answer back!!

  

  Business response

  04/19/2024

  Tell

  Dear ****,

  
  Thank you for reaching out and sharing your request with me. After careful consideration and evaluation of the current circumstances, I regret to inform you that we are unable to accommodate your request at this time.
  

  However, I want to reassure you that **** Pechtolds offer on the vehicle is still in good standing. If you would like to proceed with that offer or explore other options, please feel free to contact **** directly for further assistance.
  

  Please understand that this decision was not made lightly, and we appreciate your patience in this matter.If there are any alternative solutions or further assistance we can provide,please don't hesitate to let us know.
  

  Best regards,
  *********************************

  Customer response

  04/22/2024

   
  Complaint: 21574183
  
  I am rejecting this response because:
  I was misrepresented by the salesman to purchase this car.  This is fraud.I was lied to from him and ****** purchased the vehicle so that I can tow.  I do not want an extended warranty, which is what the offer is.  That does not allow me to tow anything.  

  I want my $8000 cash that I put down.  I have tried to get my money back since 2 weeks after I purchased and they all keep telling me that I can tow, knowing full well that it will void my warranty!!!

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

  

  Business response

  04/30/2024

  ****, 

  ******* with Arnie Bauer will be in contact with you tomorrow to discuss your concerns. Thank you!

  Customer response

  05/06/2024

   
  Complaint: 21574183
  
  I am rejecting this response because: I did not hear from her, I had to call her 2 days later and she wanted to put me off and tell me that she would call me on Monday.  Today is Monday and I never heard from anyone at Arnie Bauer! Another extended warranty does not solve this issue/complaintI still cant tow anything with a Zero towing capacity!!  It will void out my warranty!  
  I want my money back from my down payment - $8000 cash.  They should be paying me back for the car payments that I have made also, they fraudulently sold me this vehicle!

  Sincerely,
  

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

  

  Business response

  05/11/2024

  ****,
  

  We hope this message finds you well.We appreciate your patience and understanding as we've worked towards a resolution regarding your recent request.
  

  After careful consideration and review of the circumstances. We were able to offer you two options in hopes of resolving this matter. You were provided the numbers regarding your vehicles current standings and warranty information. Arnie Bauer also offered a vehicle from our inventory to assist you on towing when needed, to offset the inconvenience from the original sale and or towing concern.
  

  We regret to inform you that we are unable to fulfill your initial request for the return of your down payment.This decision is based on the duration of time you have owned the vehicle and the mileage that has been accrued during your ownership.
  

  We sincerely apologize for any inconvenience or disappointment this may cause. Please know that we have thoroughly assessed your situation and have taken your feedback into account during this process.
  

  Best regards,
  

  ********************************* Arnie Bauer Cadillac Buick GMC

  Customer response

  05/16/2024

   
  Complaint: 21574183
  
  I am rejecting this response because:  The dealership sold me a car under misrepresentation.  
  The ************************ (FTC) is charged with enforcing the Used Car Rule, a federal regulation that requires used car dealers to disclose certain information to consumers. The rule generally prohibits false statements, material misrepresentations, and other unfair or deceptive practices in connection with the sale of used vehicles.

  My offer from Arnie Bauer was to pay for an extended 2 yr warranty!  WHY???  Why would I do that??  I still can't tow anything~!!  It will VOID out the warranty!!  I'm not dumb!  The second offer from them was to lend me something to tow with.....That is totally ridiculous!  I live over 30 miles away, so everytime I need to tow something I have to go to Their delearship and pick it up....tow my camper and then bring it back????  How dumb is that!!!!  

  They also claim to have given me numbers....what numbers???  I haven't received any numbers of any sort!!!!  ****** asked me, the one and only time I talked to him....what the mileage was and how much I paid a month for it.  THATS IT!!  He was going to call me back in a few days...and its been months!!  I'm done with this game!

  How do I attach emails on here?  I have plenty of emails from ******, the salesman who got let go a month after he sold me the car.  Also, from Monese, client manager.  This has been an ongoing issue for almost 2 years!!!!!!  There is no statute of limitations, in fact they should be glad that I just want my $8,000 cash that I put down!  I can actually go for ALL the payments that I've made.  

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

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was scheduled to be picked up for an oil change and to be checked out for a funny noise coming from the wheel 2/1 at 8:45am. I was notified by **** that my car was having the same noise as before but the issue was on the opposite side than they had fixed a few months ago. I gave him the go ahead to fix the car but he said parts needed to be ordered and they wouldn't be there until the next day so they kept my car until 2/2. On 2/2 I was notified by **** that only one part came and the other one wouldn't be there until 2/3. I told ********** had to be at work at 6am on 6/3 so I needed my car back. It wasn't until the very end of the business day on 6/2 that I received a call from **** saying my keys were still there and was I coming to get the car, I told him they picked it up and I was waiting for them to return it, I received my car after 6pm that day. I told ********** could bring the car 2/4 to get it fixed since the parts will be there by then. On 2/4 the vehicle was dropped off around 9:45am and I NEVER heard anything from **** or anyone else at Arnie Bauer the entire day. I had to be at work at 6am 6/5 so I started calling to inquire about the status of my car around 2:30pm and I could not get through to anyone until after 4pm at which time I was told the service department was CLOSED. I could not believe it. I insisted on speaking to someone because I needed my car so I was transferred to sales where I was given a different number to call and **** answered. He informed me that my car was not finished and the mechanic working on it will not be returning until 2/7. I told him how upset I was because I had not been notified about the status of my car and I needed my car for work. He was able to get me a loaner car for work but it was all last minute and only because I caught him on the phone. I need important items out of my vehicle, items for work, chargers, face masks, face *******, gloves, my entire work bag, timesheet, cash EVERYTHING I'm without for 2 days

  

  Business response

  02/22/2023

  ****************** came in the following Monday and spoke to my Service Manager, *********************. She explained her experience as stated below to him. He apologized and said that he would be personally involved with the remainder of the service visit and make sure that she was updated on the repairs in a timely manner as agreed upon during their conversation. He then had her escorted to her vehicle in the shop so she could gather her items she needed. The following day, ****************** stopped in during the middle of the day and spoke to ****. **** said they were not hearing an abnormal noise and suggested that she and the Technician go on a road test. They went on a road test and arrived back at the dealership about ***** minutes later. ****************** said she couldnt hear or feel anything abnormal either. She then stated that she had a bad experience at another repair facility before. She said she was a little skeptical about the repairs after not receiving an update or a call on Saturday when she dropped off. After meeting the Technician and going on a road test, she was very pleased with the Technician and trusted everything was fine.**** again apologized to ****************** and encouraged her to call him if she felt or heard anything abnormal and we would promptly address the matter. ***************** has not called us back since then and assume that everything has continued to be fine.

  Customer response

  02/24/2023

   
  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

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am continually overcharged for parts and fees. I have filed a complaint prior to this one and received a refund. First invoice from 12/04/21, I was over charged $3.53 for fees..Second invoice from 5/31/22, I was overcharged $15.54 for fees. Invoice clearly states that the fees are $0.00.

  

  Business response

  06/07/2022

  **************, thank you for bringing this to our attention. You helped us discover a flaw in our system that we are correcting. Your refund will be mailed shortly.

  Customer response

  06/10/2022

   
  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,
  
  *****************

  Customer response

  07/14/2022

   
  Complaint: 17326991
  
  I am rejecting this response because:

  As of this writing, I have not received the refund promised by the business as stated above.

  I would like for this issue to be reopened.

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

  

  Business response

  08/29/2022

  ************** has been refunded his money. He has chosen not to deposit the check as he wants to deposit many at the same time. He has told us that he is satisfied at this time. We asked him to write to you, but I cannot control that part.

  Thank you for your assistance.

  ****** Bauer

  Customer response

  08/30/2022

   
  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,
  
  *****************

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 12, 2022, my vehicle was parked outside my home on a residential street when a drunk driver hit my vehicle head on. My vehicle had extensive damage as a result of the accident. It was determined that the driver was arrested for a DUI and he had no insurance. I called State Farm the morning of the accident to make the report. The state farm rep advised that since the air bags did not deploy on my vehicle it probably was not at a total loss. She also advised that my current State Farm policy requires my vehicle to be at an 80 percent threshold in order for my vehicle to be considered a total loss. The state farm rep then proceeded to explain that it is the responsibility of the collision center to determine if the vehicle is at a total loss or repairable. I received the first estimate through the State Farm app on 2/22/22. Upon this estimate, I called Arnie Bauer for a breakdown and to determine where the estimate was in relation to the 80 percent threshold of it being a total loss. ******************* explained to me that the $16,146.54 estimate put my vehicle at a 70 percent loss and it could increase further down the line once he discovers further damage. **** proceeded to explain that his shops policy only requires him to report to the insurance agency when a vehicle reaches 100 percent total loss. ******************* explained the parts were already ordered and he would begin working on the vehicle. Arnie Bauer proceeded to work on the vehicle for several weeks until they submitted a new estimate showing an increase in parts. When I calculated the new estimate against the ****** Blue Book cash value of my vehicle that I received from ***** Blue Book, I determined that the threshold of 80 percent had been met and my vehicle was considered a total loss. The very next day on 3/10/22, Arnie Bauer made a 600 dollar deduction on the estimate bringing it back down under the threshold. Full explanation included in attachments.

  

  Business response

  04/02/2022

  **********************, unfortunately the insurance companies make the final decision on the repair of your vehicle, or the total loss of your vehicle. We give them the info that is requested, but it is ultimately their decision and we follow their directives.

  Customer response

  04/06/2022

   
  Complaint: 16919595
  
  I am rejecting this response because: my question was not addressed.
  
  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. ↩