Complaints

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I financed a ****************** February was told I would have a title within 2 weeks to get it licensed. I called previous times to figure out what the hold up has been for not receiving my title and the business claims theres a lien that has not been signed off yet and unsure when they will receive it. And its been over 60 days since purchasing the truck and temp tags expire Friday,April 26th and they claim to give me a dealers plate to drive on while this issue is resolved but they are unsure on how long it can take. I feel like something is going on with this title with no explanation as to why.

  Business response

  05/20/2024

  We apologize for the issue with ********************* paperwork on behalf of Frank Leta Buick GMC. The vehicle was acquired through a trade-in, and we had the title but had trouble attaining the Lien Release from the Lender. We were able to obtain all of the necessary paperwork to resolve the issue and have been in touch with the client. We are truly sorry for the inconvenience and have paid all applicable late fees for the client. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I bought a 2019 **** expedition *** from Frank **** in May. We purchased the vehicle before they had done any safety check of the vehicle. They said they did a safety check of the vehicle and everything was fine and they were going to deliver the car. While delivering the car to us. The check engine light came on and the timing belt needed to be replaced. They kept it for another 3 weeks to fix that issue. We didn't get the vehicle till the end of June. Since then we have had to replace the shocks and struts, the tires are completely bald, and the transmission needs replaced entirely. I feel like they either didn't do a comprehensive enough check or they didn't do any check because we have been told all of these problems would have shown up in June when they had the vehicle. The transmission had been slipping since we received it. I was not aware that was the problem. Thought it was just the way vehicle was, which was new to me. We did not get an extended warranty and so they said there was nothing they could do. However, since these would have been existing problems from the purchase I still think some kind of recompense should have been offered.I have attached an inspection form for the vehicle where they list no problems which was wrong.

  Customer response

  12/13/2023

  Frank **** has contacted us and offered ** monetary compensation which we have agreed on taking. We feel this will resolve the issue to our satisfaction. Please let us know if you need anything else from us, but this matter is now closed. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my truck to the dealership on July 12th. I left it there because of the transmission problems. They asked if I could bring it back the next day and they told me that they would work it in like when they have a cancelled appointment. I left it with them on July 13th. I told them at that time that I needed it by August 1st because I had a vacation planned and needed the truck to pull the *** I was told that would not be a problem. I checked on it a few times, they never called me back. They told me that they had parts ordered and they hoped they would be there the next day. I was told they were waiting to hear from the service contract company, MBPI. I called MBPI on the same day and they told me they sent a message to the dealership 5 days before that day saying they needed more information. This is when I was told that the first service advisor was on vacation and many more excuses. I don't understand why they couldn't call him and find out about my truck. I checked with them again on July 27th because they never gave me an update. ***** from MBPI said they had approved the transmission, 20 minutes later I heard from Terra and she said the same thing. I want my truck fixed and returned to me as fast as they can do it, a letter from them with an apology on why it took so long and why I was lied to by ***** and Terra about when they would call me back and never did and an explanation by the service manager's replacement.  I would like something to drive.

  Business response

  08/22/2023

  To whom it may concern,

  We have completed the repairs as ************** requested.

  The initial complaint was caused by a warning message, requesting engine to idle, as transmission fluid was hot.

  ************** diagnosed the vehicle on 7/14/2023 and determined the vehicle would need a complete transmission replacement. 

  Our advisor began working with MBPI on 7/20/2023 to get approval on the new transmission, after having the technicians take more photo evidence as to the needs of replacement.  MBPI approved the transmission replacement on 7/28/2023 and the transmission was ordered the same day (7/28/2023).

  The part arrived on 8/8/2023 and we began repairs the same day, they were completed on 8/9/2023, and the client was contacted the same time.

   

  It is to my understanding that the length of time the repair took was frustrating and I totally understand that, as I am a consumer myself and being without a vehicle can be difficult.  We had an advisor take vacation, who had the technician's photos that were needed to get approval for a transmission replacement.  This added a couple of days to the repair, where we tried to make up for this time, was by dedicated two technicians to the repair, getting it completed within a day of parts receipt. 

  MBPI as a warranty company may offer its client rental reimbursement, but we are not the administrators for their policies, and do not sell them.  In unfortunate circumstances we do our best to provide loaners when we have them, but when a catastrophic failure happens, like a transmission, generally these are not scheduled service visits and we are left to the mercy of what vehicles we have in our loaner fleet at that time.  We will always continue to do our best to keep client repair times to a minimum, and provide assistance in other ways when it is possible.  

  Mr. ****** vehicle has been repaired, and returned. I have also attached documentation from the process. 

   

  Thanks!

   

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

  General Manager

  Frank Leta Buick GMC.

  Customer response

  08/28/2023

  After reading the response from ******************, & I am ready to accept the response. However, I would like to respond to some of ********************** comments. They still had my truck for 2 day's less than 4 weeks. It is my understanding that the tech. was on vacation for a full week. Nothing was don

   

  Customer response

  08/28/2023

  After reading Mr. ******** response & I am ready to accept his position. I would like to respond to his response though. They still had my truck 2 days less than 4 weeks. It is my understanding the adviser was on Vacation for a full week. Nothing was done on my truck during that week. I called mbpi twice during that week & was told they had had requested more information 5 days earlier. I was told by a different adviser at the shop that they had no access to the information because access to the 1st advisers email. I don't understand why the second adviser did't call MBPI just like I did to get a update. I do appreciate there rapid repair after they got the parts. I also appreciate the help from the Sales manager during the maintenance supervisors absence. Thanks. ****************

   

   

   

   

   

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a **** ***** ******* from this company on 8/3/2022. I picked it up on the 4th and I realized there was an issue with it. There's an issue with the right front end of the vehicle. There's a rattle and the steering is stiff. I have reached out to this company and they'll tell me they will call me back and they never do.

  Business response

  08/23/2022

  We have received the letter concerning the above referenced claim id ********.

   

  Please be advised *** **** purchased the **** ***** ******* on 8/3/22 on an “AS IS – DEALER WARRANTY” purchase.

  *** **** has acknowledged he purchased this vehicle with an “As Is Dealer Warranty”. 

  A copy of this is attached, with *** ****’s signature.

   

  We have contacted *** **** again today, and we will be assessing his complaints to see if we can reach a mutual agreement on this issue.

   

  If you have any further questions, please do not hesitate to reach out to us.

   

  Thanks!

   

   

  Customer response

  08/23/2022

  Complaint: ********
  
  I am rejecting this response because:
  I have the paperwork, still stapled together, that they gave me at closing, and they did not give me a copy of the "as is dealer warranty" that they claim that I signed.  It seems that if they offered me an extended warranty--which I take as an offer to repair things covered by the extended for a period of time--and since they had had the vehicle inspected, implies that there is nothing obviously wrong with the vehicle. 
  
  
  Sincerely,
  
  ****** ****

  Business response

  09/02/2022

  Please see attached repair order where VanMatre Motor Company addressed the customer's complaints at no charge to him.

  *** **** picked up his vehicle on 9/1/22, so this matter should be final.

  Please let me know if there are any other questions concerning this matter.

  Thank you!

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car here for a part that was recalled. After I picked the car up I went to ******* and I could not get out of the car. I took it back over to the dealership. The kid there confessed that he broke the door handle, but the dealership refuses to pay for it. He even told me to get my vehicle off of his property. Now he ignores my calls.

  Business response

  04/18/2022

  The customer was in for a recall on dash airbag. The vehicle is a 2012 GMC Sierra with 199,035 miles. When tech pulled vehicle in shop he noticed he could not open drivers door from inside the vehicle. We performed the service the customer requested on the recall. When returning vehicle to customer he stated that we broke the handle. The inside door handle was operational but it was broken inside the door trim, which you cannot see. It's our experience with vehicles with high mileage such as this one (199,035 miles) are susceptible to break as they are made from pot metal.

  
  

  The unfortunate situation was not caused by Van Matre Buick GMC and any further diagnosis or repairs would be the customers responsibility.

   Thank you, 

  
  

  ***** ******

  Customer response

  04/21/2022

  Complaint: ********
  
  I am rejecting this response because:This was in working order when I left it with them and now it’s broke. If I want to brake a part on my truck that I paid off then that’s on me but I don’t need anyone else to brake it for me. If that’s the case I could walk on there lot and hoop in a car and break it and there just going to say things happen don’t worry about it. I’m not one bit pleased with the way they handled this matter. 
  
  
  
  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. ↩