Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2021 ***** Silverado on November 19, 2024. Their website indicated that this truck had the forward collision avoidance systems, which includes distance indicator, forward collision alert, and automated emergency braking. I questioned the salesman (*****) about whether this truck did indeed have these systems because it was not listed on the window sticker. He said that the window sticker does not show everything on the vehicle. He then confirmed to me twice that it did have those systems and even showed me the sensors that the system uses. I called ***** two days after the purchase and informed him that I could not find the system to adjust it. He informed me again, that he knows it is there because he read it off the Vin listing. He told me that he would call me back after he found out how to adjust my setting on my truck which he never did. I tried texting and calling him with no response. I called his manager the next day. J.S. told me that it was not listed on their website which I disputed, but he would talk to ***** and ask him what he had told me. He was supposed to call me the next day which he didn't. I then texted ***** and told him that if they are going to ghost me, then I would like to return this truck and get my money back. No response back. I called his Manager the following day and again the day after that. His manager told me then that ***** has not been in and he's having a family issue. That he will not call ***** about this issue until he returns, so I'll have to wait. 9 days later I was talking to J.S. about a repair they were preforming under their 30 day warranty when I asked him if he has talked to ***** yet. He said basically that is a done issue now, it's been too long. That he will refund me the extra $1,000 that I paid for the truck because of the safety features I did not receive but I was on my own on the bad torque converter that fell under their 30 day warranty. J.S. said it is one or the other, he is not doing both.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a 2015 Terrain during the pandemic, I traded in a faulty **** focus and told the dealer I cant take another faulty car and he said this car was great, knowing full well it has oil consumption issues that lead to engine failure!! The first week I had it ihe differential needed replacement they initially tried to make me pay for it but they were able to get used parts, then I had to take it back because the ** wasnt hooked up, now the engine is dead!!! No warning light about low oil, no smoke or leaks, just dead and empty and I still owe 7000 I cant af**** to roll over 7000 into a new car loan. They lied. There was a lawsuit against the same exact engine in 2016!!!!!

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My experience with this service department started off pleasant enough, but quickly turned sour. As someone with limited knowledge about cars, I trusted their expertise, only to realize later that I was taken advantage of.After paying my bill in full, I discovered discrepancies in the invoice, which wasn't properly itemized. When I reached out for clarification, the service advisor I dealt with, ****, was not there. The lack of accountability and unhelpful responses from the staff left me frustrated.Upon further inquiry, I was met with condescension and defensiveness, which only escalated the situation. Despite authorizing additional work, I was met with dismissive replies like "well is your car running?" and "well, you authorized it!" This lack of transparency and professionalism is unacceptable.Despite initially adjusting my rating to 2 stars after being promised reimbursement for the extra charges, the experience soured further when they attempted to justify the additional fee inconsistently, changing their explanation multiple times.In the end, I retract any apologies and find it incredulous that such practices are tolerated. I'll be monitoring closely for the promised reimbursement and may reconsider my review if and when it's received. This entire ordeal has left me deeply disappointed and frustrated with the lack of integrity and accountability. The manager ***** promised a check refund in the mail for my $225.00 that they were unable to identify the why for. This was the week of February 11th and today is now March 18th and I have yet to have my money returned. I am expecting a refund amount of $225, not the entire amount.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** and I located 2018 GM Certified Buick Regal. ****** miles. **** to see it. Liked it. **** asked for a Carfax. Salesman said Auto check was just as good. GM Certified was a big deal for us. We got it home. Few weeks later fuel pump was replaced by *********************** in **********,**. Because of not being given a owners manual, we weren't use to all of the technology. We thought there was something wrong with the windshield washer pump. I took it to ****** to have it diagnosed. He showed me what I was doing wrong. As we were outside talking, Service manager told me the car had been in a accident. As you can imagine, I was shocked. He told me Gm certified should be show room perfect. I called the used car Manager at **** Wenzel. I was upset and angry. He told me they would buy it back. The 172 point check list that is required, for a GM Certified was not completed. The section for the detail work was missing, which would have been the outside of the car. The manager told me they were menial laborers and they must have forgotten. WOW! But yet, 3 signatures were on the form. (172 point check) His signature, the service manager and the mechanic. I needed to make sure what I was told was a fact,so I took it to Gerber Auto Body Shop to have it verified. He took the meter and scanned the car. Not only was there major body work done to the rear driver quarter,but too much bondo and paint. I have a signed document and pictures of scanning taking place. I tried calling and leaving a message on 4-20-23 with the used car manager. No luck. I was in contact with GM and they told me to call customer care at the dealership, which I did. No call back. They were going to start their own investigation. I then called to get a copy of the purchase title front and back. Once again no call back. This is a wrecked Buick, leased and put up for auction twice. We paid for a GM certified Buick Regal and was misled and lied to. They need to be held accountable. They are deceivers and liars. No communication is an act of guilt.

  Business response

  04/24/2023

  We are ore than happy to discuss the details of this purchase to address all of your concerns.  Please reach out to *************** at the dealership.

  Customer response

  04/25/2023

   
  Complaint: 19967074
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And ***********************

  Business response

  05/08/2023

  ********* to provide our customer with the best service we can.  The request you are asking is unreasonable and we cant not accommodate your request.  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/31/22 I bought a 2019 ***** suburban with every coverage the dealership sold even free rental if my truck was in repair well on 4/3/22 my truck would not drive right well on vacation I took my truck to the ***** dealership here in ********* they told me that my engine had multiple issues and would be able to repair it for weeks now the dealership I got it from ********************* has me brought to enterprise with the gm of wenzle ***** assuring me hes covered my rental after a hour and 45 min at the rental place I had to get a taxi back to a hotel because he had not paid for they rental thats supposed to be supplied by ********************* now everyone at ********************* wont answer any calls and when some one does answer they just send my call to ****** voicemail the guy that lie to me for hours about my rental car leaving stranded in a parking lot outta state and now I have no way home to ******** with my kids no where to stay in ********* to wait one the car to get fixed nor can I take the time to wait

  Business response

  04/14/2022

  We have settled this complaint and our customer is satisfied with the outcome. let us know if there is anything else we may need to do?

  Thank You!

*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. ↩