Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/25/24 I purchased a 2024 Buick Envista from Cavender Buick in ***********. In September 2024 the cars radio speakers started going out. I drive for a living so my car stereo is important to me. I have called Cavender Buick several times, left text messages, and tried to contact them and they will not call me back.Another dealership said that Buick has no fix for this issue at this time. So I have a brand new car that has a radio speakers that do not work - and the dealership I bought the car from will not even talk to me about it.I want my money back on this vehicle - or want one that works properly.

  Business response

  12/26/2024

  This customer purchased her vehicle at ******************************************* GMC North, not West. After heavy research, the service manager determined that customer ***** ***** was taken care of already. She traded her car in and we got her into another car. No further action is needed on our part. Thank you. *** Fair

  Customer response

  12/26/2024

  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.
  
  Regards,
  
  ***** *****

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AUG 26, 2024 BROUGHT A 2002 GMC ****** TO BE CHECKED FOR AN OIL LEAK AND AN AIR CONDITIONER THAT WAS NOT COOLING ENOUGH. I SUBSEQUENTLY RECEIVED A MESSAGE FROM CAVENDER SALES INFORMING ME THAT THEY HAD A BUYER THAT WANTED TO BUY OUR ***** OR WE COULD BUY A NEW ONE AND TRADE THE 2002 *****. I INFORMED THEM THAT WE HAD BOUGHT A NEW ***** FROM THEM IN 2020 AND DID NOT NEED ANOTHER NEW ONE.ON AUG 28TH I WAS INFORMED BY THE CUSTOMER SERVICE REP ******** ****** THAT THE ENGINE NEEDED TO BE REPLACED AND THE AIR CONDITIONING SYSTEM NEEDED TO BE REPLACED ALSO. TOTAL AMOUNT FOR THIS SERVICE AMOUNTED TO $ ********* I DECLINED AND HAD TO PAY $ ****** I TOOK THE ***** TO THE BUSTED KNUCKLE REPAIR SHOP AND THEY REPLACED THE ***** COVER GASKET AND RECHARGED THE AIR CONDITIONER FOR A TOTAL OF $ ****** IT WAS OBVIOUS TO ME THAT THEIR SERVICE DEPARTMENT DID NOT EVEN CHECK THE ***** FOR THE LEAKING OIL AND THE MALFUNCTIONING AIR CONDITIONER.I THEN CONTACED *** CAVENDER BY EMAIL AND INFORMED HIM THAT I SHOULD NOT HAVE PAID THE $ ****** SINCE NO CHECKS WAS DONE ON MY *****.DID NOT GET AN ANSWER OR REPLY.

  Business response

  11/21/2024

  Hello,

  This is our explanation from the Service Director:

  Client came in for the vehicle burning oil and making a tapping noise. According to the tech, the vehicle had an active oil drip leak. Found multiple spots leaking, with one being a Valve cover. Tech filled with oil to specs and found engine tapping like a lifter was hitting Cam, with vehicle operating with low oil pressure.  Due to this and the fact the vehicle had over 200k miles on it, tech recommended replacing the engine.  Replacing valve cover gaskets will not fix a tapping noise nor correct the rest of the vehicle leaking or 'burning" oil.
  
  Client also brought it in for vehicle blowing warm air and making a loud banging noise from blend doors. Tech found a/c dryer bent down and rubbing the firewall. Tech tested all blend door with no issues. The A/c compressor was making noise at times and tried to disengage the clutch. These two issues will not be fixed when performing an Evac and Recharge. 
  
  The client went to another shop and basically put a band aid on their issue and in no way correctly fixed their problem. We will not be refunding the client at this time. 
  
  Please see attachments for any further questions. Thank you,

  *** Fair
  
  

  
  

  Customer response

  11/21/2024

  Complaint: 22542328
  
  I am rejecting this response because:  The service desk clerk did not inform me that a tech had checked the engine and

  what he had found.   The clerk only informed me that the engine needed ***lacement and the air conditioning system

  needed ***lacement.   Very odd that a sales *** would inform me that a customer wanted to buy my truck or we could turn it in for

  a new one.   Once I rejected the offer, to my surprise I was informed the engine needed ***lacement along with the air conditioning system.    After I took the truck to Knuckles Busters, the ***air was done to my truck and it has run very well without failure and the air conditioning system is working better than when it was new.

  Needles to say, even though we bought a new truck in 2020 from Cavender, we will give Cavender our business anymore.

   

  
  Regards,
  
  ******** **** Iii

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took my car in for service in for service on 9/24/24 for an issue with the battery. I was called later that day and told that there was another issue aside from the battery. I informed the representative that I have a warranty, and he confirmed had that information in the system of record. He advised me would contact them. Long story short he did not contact them first before breaking the engine down. Since he performed his duties out of order it invalidated my warranty. ******** is now asking me to pay $1,300 to get the car put back together and not fix the issue and further suggested that I turn around and bring it back 24 hours later. I spoke with the warranty company they are sending me a letter explaining the reason for denial. *** is stating the warranty company is being dishonest and they are not. We have had warranty work done here previously at least two other times without issue and we purchased my husband's car here without issue. I feel like we are not being treated fairly and we should not have to take a hit for a mistake the technician made. Furthermore, now the work that should be done can't be performed due to the technician's fault.

  Business response

  11/06/2024

  Hello! Our Store Director has made numerous attempts to reach Mr. ********** since Wednesday October 23, 2024. All we have is the number listed on the complaint. Hes never purchased from us, and we dont have a complete profile. There is a voicemail available, and he left a voicemail for him, but hasn't heard back. Thank you. *** Fair

  Customer response

  11/09/2024

  Complaint: 22484188
  
  I am rejecting this response because:
  
  I havent received any communication from the dealership regarding our vehicle.  As a matter of fact weve been trying to reach the customer experience manager **** with no luck.  The response noted is for a Mr *********** I am not sure who this person is.  Our surname is ****.  Please see attached screen shot. Please have someone provide a suitable response/resolution.  Obviously there is some mix up here.  You all have had our vehicle since the end of September this is unacceptable and this response shows the level of service weve received.  This is yet another example of the disappointing lack of service and incompetence we have been dealing with here!

  Regards,
  
  *** ****

  Business response

  11/11/2024

  Ms. ****,

  My sincerest apologies. I entered our response on the wrong customer's account. I'm not in the service department and I hope this doesn't reflect poorly on the service staff. 

  From what I understand, after reaching out to the manager in the service ***** He is stating that the customer in this complaint authorized tear down to isolate the point of failure which is required for any extended service contract claim to begin. The warranty company came out and inspected the vehicle and declined the claim due to no visual damages to lifters. The customer authorized on a recorded line the labor to isolate the failure & was informed that if the claim is approved the warranty will then pay for the entire claim. Unfortunately, the claim was denied and the labor approved is the customer's responsibility. We do not have any control on what claims are approved or declined by a consumer's contract company. We also submitted a request for ** assistance, it also was declined for lack of dealer service history and an existing service contract.

  Customer response

  11/11/2024

  Complaint: 22484188
  
  I am rejecting this response because:

  Complaint: 22484188
  
  I am rejecting this response because:
  My initial appointment was for a battery replacement and I am aware this is an exclusion on the contract.  In the same conversation that you are referring to I mentioned to the service representative that I had an extended warranty that covers the other issues he mentioned.  As mentioned in my complaint *** had other warranty issues resolved there with no issue.  I dont feel its my responsibility to know your internal processes that is the service technicians responsibility to follow those protocols.  Especially since you all have my warranty information on file.  As a customer, I have no knowledge of what you all do behind the scenes especially because he told me on they would cover it.  If this is the case why was there no issue in the past?  How would I know the difference as a customer not privy to your internal processes?  The other service representatives followed proper protocol without issue and had my vehicle repaired in a reasonable amount of time.  
  Ive attached the email from the service contract and the contract showing they could not see a code because the car was already taken apart.  After ***** has been giving us the run around for two months stating hes never seen anything like this this is some kind of loophole the service contract company mentioned theyve paid three other similar claims this week, its so strange they wont approve this one why dont you just pay $1,300 to have the car put back together and take it for 24hours and then bring it back its such a tragedy that no one will be accountable for this mistake and youre placing the blame on the customer.  Even the warranty company thinks this is absurd and stated to me today in the 22 years hes worked there hes never seen anything like this.  Clearly this is not my fault or the warrantys fault.  
  
  Regards,
  
  ****
  

  Business response

  11/19/2024

  According to the service director at the dealership, he said, "I have talked to the client, and we have come to an agreement."

  Please confirm that this is the case and close this complaint. Thank you!

  Customer response

  11/27/2024

  Complaint: 22484188
  
  I am rejecting this response because:
  They stated my vehicle would be ready last week Friday November 22nd and that they would call us.  We havent been contacted and vehicle is still in their possession. It would be ideal to keep complaint active until we can confirm the issues with vehicle are addressed and its back in our possession.  Once I can confirm issues are fully resolved to our satisfaction I will update. 

  Regards,
  
  *** ****

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought brand new truck (within 2 yrs old less that ****** miles) GMC Denali 6.2 2019 for oil change. Got it back. I lived with 3 miles of location. Truck engine seized before I got home. According to them its a warranty issue and they just happened to have a GMC 6.2 engine at the dealership which was supposed to go into a different truck but work was never scheduled. Secondly a year later. Truck lease was up so took it to them. They offered to buy iy out for the balance of what was owed. No cash in hand or trade in settlement. Im glad I did my homework. With 2 hours I had quotes from a different dealership offering ****** cash on top of what was owned. I called the dealership. They claimed that the person handling my case was remiss and offered an additional 500 on top of best quote. So I was ok. I realize they were in business and its buyer or customer beware. Im upset because now they claim there was an approximate 350 that was needed for taxes. This was an out the door deal. I had receipts for paid in full deal closed. Nothing owed. I just got a credit hit for nonpayment of this trivial amount to them. Not trivial to me as I was out of work for over a year due to health reasons. My estimation is these folks are as crooked as they can get away with. When I disputed the amount. They disregarded and argument and kept the amount owed. Their customer consideration and service is criminal. If not criminal. It should at least be well advertised so others can buyer beware. Because they do not intend to be honest if they can ge5 away with anything short.

  Business response

  11/01/2024

  Hello!

  I received information from our store manager that all we have is the phone number listed on the complaint. Hes never purchased from us, and we dont have a complete profile. There is a voicemail available, and I have left voicemail for him. That was on Monday Oct. 28th and Mr. ********** has not returned his call as of today Friday Nov 1st. Thank you. *** Fair

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have purchased 2 vehicles from this dealership & have always been happy until now. On June 25 I went to service one of my cars. A young man approached me about buying a car. Even though the vehicle was nice, I explained that I could not afford payment & that I needed to clear it with my husband plus I was just browsing. However, he was so good at his job that I signed a contract. My vision fails me so I didnt even read the small prints. Know I am an ill, disable, elderly woman who was alone and felt pressured to purchased a car. The next day I went to speak with the General Sales Manager about flat canceling the contract because I cant afford the payment and he scolded me as if I were a child. He reminded me that I was an adult and I had a mind of my own, he proceeded to tell me that if I was going to have the mentally of his sales person pressuring me that he would not help me, again I felt hopeless. Its been 8 days and I have been texting with the salesperson awaiting a response from his supervisor , as I refuse to be speak to the general sales manager for fear of being scolded again. The salesman keeps telling me that he or the manager will get back to me and they dont or they read my messages and ignore me.

  Business response

  08/06/2024

  Hello,

  I apologize for the late response. I spoke to the General Manager, and he said ************** came into the dealership on Tues. July 30th and they were able to address her concerns. They also gave her a few options for addressing some of her future needs. As of now she seems to be good with those options. I hope we can close this case. Thank you! ***********

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Cavender Buick GMC West along with an extended warranty. I bought the vehicle pre-owned as is, but unbeknownst to me the previous owner of the vehicle had the *** on the car reflashed. This effectively makes the full powertrain extended warranty that I was encouraged to purchase useless for any engine repairs. I bought the car AS IS, but an aftermarket ecu reflash is not something I would have been able to observe while checking out the car nor was it disclosed to me by the dealership. The previous owner of the car confirmed to me that he did have this modification done and he did inform the dealership of this modification when he traded it in. Since purchasing the car I have had numerous expensive issues that I could not determine the cause of, but I now know that they are related to the aftermarket ecu reflash that the previous owner did to the car. Cavender is supposed to be a reputable company and it is very dishonest and shady that the dealership wouldn't inform me of such a major modification. I cannot use the warranty that the dealership ENCOURAGED me to purchase to fix any of the issues I am having because the *** reflash voids the warranty. The dealership also sold me this car without catalytic converters, which is illegal in the state of *****. I did know this at the time of the sale, but I paid them extra to install the catalytic converters. After completing the sale I was informed that the catalytic converters were not in stock and there was no time frame when my car would be out of the service shop. This was completely unacceptable, so I had them refund my money for the converters and give the car to me because I was without transportation and couldn't afford to wait. There was no contract or sales clause over the catalytic converters. I am paying a lot of money for this car on top of the very expensive issues I have to pay out of pocket to fix because of this dealership withholding information from me, this is unacceptable.

  Business response

  06/18/2024

  Hello!

  We were finally able to connect with ********************, and cancellations are in process. Refund will be issued to the lienholder, and she is aware. Thank you, ***********

  Customer response

  06/18/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  October 25th 2023 Purchased a Certified Pre-Owned 2019 GMC ****** **** AT4 and was very happy with the purchase until I was looking at the front of the vehicle and noticed it was off. The bumper was pushed in about an inch. After having a body shop look at the accident it was determined that it was a 2nd accident which had never been fixed. Leading me to researching the first minor accident that was stated on the carfax report. Then learning it was not minor but in fact in a major accident with frame rail damage and almost 10k dollars of repairs. So the accident I researched further seemed to be extremely hard to uncover and somehow I was pushed under the rug told I was wrong and constantly admonished by the dealership. I called them out on a lie when they claimed a minor accident with carfax so they could sell it for top dollar which is what I paid for a truck listed at $49k new I paid $45k 4 years old with major accident, and still wrecked from the 2nd accident. When I tried to return it I was told they would give me $40k dollars for it and that I would then be put in another certified car but would have to pay tax tag and title again. Originally I put 15k down and now I have zero down and the banks want a ton of money down from me, just to trade into another truck. They are selling wrecked cars as pristine new cream puffs and are deceiving the consumer and the fair trade act of deceiving practices is now bering contacted. This dealership should be shut down and Mr. ******************** better wake up before he loses his brand recognition for selling majorly wrecked cars as certified autos. I will not let this one win. This type of business practice must be stopped.

  Business response

  12/27/2023

  Hello,

  Our store manager was in communication with Mr. ***** and offered to take the vehicle back or repair it to his satisfaction. At first, he refused both options. He wanted us to get him into a truck with no additional cost to him. Mr. ***** does acknowledge that he signed the Carfax we have on file. After he discussed everything with his father, he accepted to have the deal unwound. Our store manager is waiting for it all to be reversed and have his check issued for the down payment he paid. 

   

  Thank you, ***********

  Customer response

  12/27/2023

  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.
  
  Regards,
  
  ************************

• Initial Complaint

  08/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I purchased a certified pre-owned vehicle from this dealership and with that certification comes a list of services and assurances, including a 172 point inspection and repairs of any items that do not conform to the inspection. I have a copy of that inspection from GM and after reading the list of items to be inspected and repaired, I found numerous items that were not inspected and or not addressed or repaired. After contacting the sales person and requesting that an inspection be preformed and all noted repairs be made, I have not received any response from the dealership management. below I have attached the 172 point inspection form, and my emails to the dealership along with photos also sent to the dealership. I am requesting that this vehicle be taken to my local GM dealership for the inspection and repairs requested and that Cavender Buick GMC West be responsible for all **************** and labor.I realize all the photos I have will not fit into your file limit. I would be happy to forward all the photos if you will designate where I should send them.Than you

  Business response

  08/16/2023

  ****************** had an appointment to go into his local dealership (***** Buick GMC) on 8/15/23 and have his concerns addressed to GM standards. We are in communication with them to give the necessary authorizations. Our Sales Director has reached out to *********************, the service advisor and gave him authorization to complete the necessary inspections. He has his contact information and knows to forward all necessary recommendations. We have not received any correspondence as of today. Thank you. ***********

  Customer response

  08/24/2023

  Complaint: 20422191
  
  I am rejecting this response because: they refuse to make any repairs and only acknowledged the alignment and they have even disregarded their own guidelines. They take no responsibility. Here is the recent email thread.

   

  As mentioned before, all items pertaining to ** standards for certification have been validated as complete by a third-party dealership that you selected to use. 
  
  
  The only item that was recommended was the very slight misalignment of the REAR wheel not the front and we are 100% in agreement with making this right. This is although the issue wasn't identified until the vehicle was driven hundreds of miles back to its destination. 
  
  
  We have provided a path to make sure there wasn't any requirement overlooked. The third-party dealership and advisor of your own choosing has confirmed this. The threat of pursuing a complaint based on not receiving answers you feel are favorable is not going to change the outcome of the independent inspection you requested. 
  
  
  I'll make sure Mr. ******* receives payment for the inspection and alignment of the rear wheels that he recommended.
  
  
  ***************************
  Cavender Buick GMC West
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 10:41 PM
  To: **************************** <******************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  Let me remind you of the items that are below ** Certified standards.
  
  
  
  
  1. Item number 36 on the list states that "you will recondition surface chips and scratches. 
  
  
  And that inspection report does not qualify or quantify the damage required. 
  
  
  
  
  
  
  2. Item number *** on the list states that you will inspect and service all moldings and applique.
  
  
  And since the function of bright work is aesthetic, it does not meet the criteria for a Certified ** vehicle, by your own guidelines...
  
  
  Your " GUIDELINES " Do say.. a vehicle (cannot) be certified if,,, 
  
  
  
  "Environmental fallout or acid etching or STAINS that cannot be polished out with a buffing wheel"  
  and, any paint finish damage that penetrates to the base metal. 
  
  
  Which means you need to fix it...
   
  
  
  
  
  
  3. Item number 15 on the list states windshield washer fluid, which was empty... Couldn't even bother to fill the washer fluid. Says a lot about the quality of your services..
  
  
  
  
  
  
  4. Item number 46 on the list concerns alignment and drift. The front passenger wheel is seriously out of camber angle and the vehicle is in need of alignment. Never even looked at by ********... Another quality inspection by Cavender...
  
  
  5. Inspect and replace engine and cabin air filters. Again,,, never even looked at, never done .... 
  
  
  It appears extremely obvious that you will do as little as it takes to sell a car. It's a real shame that customer service and satisfied customers mean nothing to you. It's all lip service...    This vehicle sat on your lot for over two months and in all that time ,Cavender couldnt complete an inspection and refurbish of a CERTIFIED PRE OWNED VEHICLE..   Lazy, incompetent, or worse!
  
  
  If you choose to deny my request to make this vehicle a complete certified vehicle, I will proceed with my formal complaints.
  
  
  
  
  Thank you for your prompt response...
  
  
  ***********************;
  
  
  
  
  
  On Wed, Aug 23, 2023 at 7:01 PM **************************** <******************************************> wrote:
  
  This is inaccurate, we instructed him to do all the work required for the *** inspection. He called me and said the only work that needed to be done for the 172-point inspection was the alignment and we approved that work.
  
  
  If the issue you are referring to is a cosmetic blemish, that is not a required replacement under *** guidelines. As you can see in the image below, we are required to inspect those items listed and if they are not operational then we need to address. Cosmetic defects that don't interfere with the operation of those particular items are not a prohibition factor for certification. 
  
  
  In case there is any hesitation in accepting the accuracy of this information, please ask ****************** and he can confirm as an unaffiliated third party. We have also attached an image of the guide we use to make sure we are following the proper guidelines.
  
  
  
  
  
      ***************************
      Cavender Buick GMC West
  
  
  
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 5:53 PM
  To: **************************** <******************************************>; **************************************<**************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  ****,
  I just received word from ***** BUICK, that you refuse to replace the roof side rails! Let me remind you that the 172 point ** Certified Inspection say's (Item #***) you are obligated under the ************************************************************** replace the trim! Since the trim can not be repaired, you are required to replace it.. I need you to call ********************* back tomorrow and approve the replacement of the 2 roof rails. Just do the right thing...... Let's not escalate this any further!!
  
  As mentioned before, all items pertaining to ** standards for certification have been validated as complete by a third-party dealership that you selected to use. 
  
  
  The only item that was recommended was the very slight misalignment of the REAR wheel not the front and we are 100% in agreement with making this right. This is although the issue wasn't identified until the vehicle was driven hundreds of miles back to its destination. 
  
  
  We have provided a path to make sure there wasn't any requirement overlooked. The third-party dealership and advisor of your own choosing has confirmed this. The threat of pursuing a complaint based on not receiving answers you feel are favorable is not going to change the outcome of the independent inspection you requested. 
  
  
  I'll make sure Mr. ******* receives payment for the inspection and alignment of the rear wheels that he recommended.
  
  
  ***************************
  Cavender Buick GMC West
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 10:41 PM
  To: **************************** <******************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  Let me remind you of the items that are below ** Certified standards.
  
  
  
  
  1. Item number 36 on the list states that "you will recondition surface chips and scratches. 
  
  
  And that inspection report does not qualify or quantify the damage required. 
  
  
  
  
  
  
  2. Item number *** on the list states that you will inspect and service all moldings and applique.
  
  
  And since the function of bright work is aesthetic, it does not meet the criteria for a Certified ** vehicle, by your own guidelines...
  
  
  Your " GUIDELINES " Do say.. a vehicle (cannot) be certified if,,, 
  
  
  
  "Environmental fallout or acid etching or STAINS that cannot be polished out with a buffing wheel"  
  and, any paint finish damage that penetrates to the base metal. 
  
  
  Which means you need to fix it...
   
  
  
  
  
  
  3. Item number 15 on the list states windshield washer fluid, which was empty... Couldn't even bother to fill the washer fluid. Says a lot about the quality of your services..
  
  
  
  
  
  
  4. Item number 46 on the list concerns alignment and drift. The front passenger wheel is seriously out of camber angle and the vehicle is in need of alignment. Never even looked at by ********... Another quality inspection by Cavender...
  
  
  5. Inspect and replace engine and cabin air filters. Again,,, never even looked at, never done .... 
  
  
  It appears extremely obvious that you will do as little as it takes to sell a car. It's a real shame that customer service and satisfied customers mean nothing to you. It's all lip service...    This vehicle sat on your lot for over two months and in all that time ,Cavender couldnt complete an inspection and refurbish of a CERTIFIED PRE OWNED VEHICLE..   Lazy, incompetent, or worse!
  
  
  If you choose to deny my request to make this vehicle a complete certified vehicle, I will proceed with my formal complaints.
  
  
  
  
  Thank you for your prompt response...
  
  
  ***********************;
  
  
  
  
  
  On Wed, Aug 23, 2023 at 7:01 PM **************************** <******************************************> wrote:
  
  This is inaccurate, we instructed him to do all the work required for the *** inspection. He called me and said the only work that needed to be done for the 172-point inspection was the alignment and we approved that work.
  
  
  If the issue you are referring to is a cosmetic blemish, that is not a required replacement under *** guidelines. As you can see in the image below, we are required to inspect those items listed and if they are not operational then we need to address. Cosmetic defects that don't interfere with the operation of those particular items are not a prohibition factor for certification. 
  
  
  In case there is any hesitation in accepting the accuracy of this information, please ask ****************** and he can confirm as an unaffiliated third party. We have also attached an image of the guide we use to make sure we are following the proper guidelines.
  
  
  
  
  
      ***************************
      Cavender Buick GMC West
  
  
  
  
  From: ***** & ***** <*******************>
  Sent: Wednesday, August 23, 2023 5:53 PM
  To: **************************** <******************************************>; **************************************<**************************************>
  Subject: Re: sub standard *** 172 point inspection and repairs
  
  ****,
  I just received word from ***** BUICK, that you refuse to replace the roof side rails! Let me remind you that the 172 point ** Certified Inspection say's (Item #***) you are obligated under the ************************************************************** replace the trim! Since the trim can not be repaired, you are required to replace it.. I need you to call ********************* back tomorrow and approve the replacement of the 2 roof rails. Just do the right thing...... Let's not escalate this any further.
  
  *************************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a 2022 Canyon pick up Truck, on 06/22/2023 in *********** with **** miles. ** my way home I noticed a small blemish on the windshield. After day two I noticed it was now a small crack. ** Day three I noticed a second and third blemish. I called my insurance hoping this would be a minor repair. They sent Safelite glass out only to find out this windshield had been poorly repaired. I was told this is very common with dealerships! I immediately called my salesperson at the dealership I made three attempts before I could reach ************ my sales person. **ce I did reach, her, she said, let me speak to my manager. when no one called i made four attemps to reach her manager, It is now three days later and no one has made any effort to reach me! I was hoping they would offer some resolution very dissappointing that management did not reach out ! I understand I purchased a used Truck , However I was hoping Cavender would have a higher standard when it comes to customer service!

  Business response

  07/25/2023

  Our Store Director states we contacted the customer and a new windshield was installed for him. All is resolved and customer is happy. Thank you! ***

  Customer response

  07/27/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last week I had my **** Chevrolet Tahoe towed to this location for service. I specifically asked them to look at the immobilizer on my vehicle to see if that was the issue. I was told multiple times that they would take a look at the immobilizer. I did not receive a call from the service department until that Friday, and then was told that the negative battery cable needed to be changed due to the port where the battery screws in being stripped. I had to go myself and pick up the damaged battery (which had been replaced the week prior), to then take it to where it was under warranty to acquire a new one, and then take the new one back to this location. After paying for a new battery cable, a service I had been told was handled (the immobilizer), and being informed that the starter on the car was fine, I drove home. The next day the car would not start again so I had it towed back to the dealership. This time they wanted to charge more money for what they had told me they had fixed, that they never looked at the immobilizer, and that now the Tahoe needed a new starter. All of this after me repeatedly having to find a way to get to the dealership due to a lack of call backs and no answers on their end. At this point they have had my car for two weeks and kept giving me the run around and asking for more money. Without the issues ever being resolved. I told them that I was going to have the car towed to a different location. My car was returned to me in pieces. I left it with them in one piece. Half of the dash was removed and the pieces just left in the car. Im now having to pay more money for someone to not only fix the issue, but put the car back together. All for a service that I was assured was taken care of and that I had paid IN FULL for two weeks ago.

  Business response

  06/06/2023

  Hello,

  ******************** had her **** Tahoe towed to our service department and asked us to check the immobilizer. She was adamant that the issue was the immobilizer. When we first checked her Tahoe, we found a bad battery cable on the left side and stripped bolts that weren't making good connection. The battery was under warranty at another shop so, to save money from purchasing a new battery she asked if she could come and pick up the damaged one and take it to have it replaced at the shop she bought it from. Once she returned with the new battery, we connected the cables and checked the starter and found it to be working fine.
  We told her it was ready, and she came and picked up her car and paid for the repairs. The next day it was towed back to our service department, and she asked us again to check the immobilizer. She was adamant that the issue was the immobilizer. Her starter was inspected again and replaced. We dismantled the dash and checked the immobilizer, and it was determined to be working as it should be. We don't understand why ******************** thinks we didn't inspect her immobilizer. In the picture she submitted, you can see that the dash was dismantled so the immobilizer could be inspected for proper operation. 
  We were unaware that she was coming to pick up her car therefore we had no time to reassemble the dash and have it ready for her. She was not charged for any of the services that day. 
  We don't feel a refund is warranted because we did repair what was causing the issues she was having. She can bring her Tahoe back in and we will reassemble the dash if she would like us to. She can call and talk to the Service Manager. Thank you. 
  

  
  

  Customer response

  06/08/2023

  Complaint: 20053299
  
  I am rejecting this response because:
  The initial issue was never handled. I had to have the vehicle towed another time elsewhere where they actually took care of the issue. I had informed Cavender Buick GMC West with plenty of advanced notice that I was going to be having my car removed from their location due to lack of response to any of the concerns that I had. I am not wanting a refund for the battery cable, I am merely wanting to know how this location is going to own up to the fact that they dismantled my car, left it in pieces, and then proceeded to tell me that it was ready to go. My dash is now cracked. The buttons on the driver door control panel are broken, and I had to pay extra money elsewhere for them to reassemble the dash as well as disconnect the immobilizer, which was never checked or removed as initially requested. 
  Regards,
  
  ***************************

*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. ↩