BBB Accredited Business since
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Whitaker Buick GMC is a full service Automobile Dealership offering New car sales, Pre-Owned vehicle sales, Parts & Service for all domestic vehicles. Our dealership is proud to be a BBB Integrity Award recipient, serving the region since 1954.
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A BBB Accredited Business since
BBB has determined that Whitaker Buick GMC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Whitaker Buick GMC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Minnesota Department of Public Safety
444 Cedar St Ste 133, Saint Paul MN 55101
Phone Number: (651) 201-7000
Minnesota Secretary of State
180 State Office Bldg, 100 Rev. Dr. Martin Luther King Jr. Blvd., Saint Paul MN 55155
Phone Number: (651) 296-2803
Type of Entity
Business ManagementSteve Whitaker, President Jim Bush, Used Vehicle Manager Eric Christenson, Service Manager Bob Flinn, Finance Manager Doug Hansen, New Vehicle Sales Manager Tracey Hills, Parts Manager Cindy Rogers, VP & Office Manager
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Parts & Supplies - New Auto Repair & Service Auto Services
Service AreaEntire Upper Midwest. Many customers come to us from Out-of-State
Products & Services
According to information supplied by the company, Whitaker Buick GMC sells new Buick and GMC's, Pre-Owned vehicles of all makes and models, and offers Service and Parts on most all vehicle brands.
Industry TipsAuto Repair and Services Buying A New Car BUYING A USED CAR USED CAR WARRANTY LAW
131 19th St SW
Forest Lake, MN 55025 (651) 464-5612 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: A vehicle was sold to me based on the dealer's assurances of the vehicles safety and performance. Unfortunately, the vehicle did not perform as promised and exhibited multiple other defects/problems. I contacted the seller beginning the next day when the vehicle would not start and had exhibited multiple problems including safety issues. I explained to the seller that the vehicle was not performing as promised. I requested return/refund. The seller requested that the vehicle be brought in for repairs. The vehicle was brought in as requested and picked up when the dealer claimed the vehicle was ready. The seller advised that I drive the vehicle for another weekend or week and then return it if the vehicle was still having problems. The problems persisted but the seller has continued delaying the return for several months. This vehicle purchase was based on the repeated claims and assurances of performance by the dealer. The vehicle has not performed as the dealer assured it would and is not safe.
Desired Settlement: A return/refund.
April 27, 2016
To: Better Business Bureau of MN/ND, Attn: Mr. ***** ****
Re: Customer Complaint ID # ********, from Mr. ***** ********
We have received the complaint referenced above from the BBB regarding our customer Mr. ***** ********, and want to address his concerns. Mr. ******** is requesting a full refund of his purchase price on his 2015 Chevrolet Malibu due to ‘vehicle safety and performance’ issues. We have found no such issues. The vehicle was purchased as a used car from our dealership on January 1, 2016 with 23,873 miles on the odometer. On January 12th, 2016 (at 24,435 miles) the vehicle was brought to our service department by Mr. ******** with three concerns, and we have noted what we found with each item in blue:
Our Sales Consultant Howie ******* has been in touch with Mr. ******** regarding a possible trade-out due to the fact that for some reason he is not happy with the vehicle. We have never said that the vehicle can be returned for a refund, but we are happy to trade him into a different vehicle if Mr. ******** is interested. It is important to note however, that this would be at ‘trade-in’ value on the Malibu, and not the original price that was paid. We found no reason why Mr. ******** claims the vehicle to be ‘unsafe’ (a term used in his complaint to the BBB, not on the 1-12-2016 repair order).
In summary, we have addressed each concern that Mr. ******** raised on his visit to our service department on January 12th, 2016. The vehicle has not been back to us since that visit. The vehicle is under a full bumper-to-bumper General Motors warranty up to 36,000 miles, so if there are any further issues, any GM dealership across the country (including us) can repair any type of mechanical failure.
***** ********, President
Eric ***********, Service Manager
Dave ******, Used Car Manager
Howie *******, Sales Consultant
Whitaker Buick GMC
Forest Lake, MN
I am rejecting this response because:
The seller has continued with delays and made excuses instead of any reasonable attempt to resolve this issue.
With regards to repairs, it was apparent upon leaving the seller’s service department that the vehicle performance and safety issues were unfortunately not corrected. This includes all issues, not just the three listed in the seller’s response (and the vehicle continues to pull to the left and is a hazard). The seller was promptly notified but have continued with delays.
Regards to MPG, at the time of the sale, the sales person, Howie *******, made assurances multiple times that the vehicle would get 37 MPG. The vehicle purchase was based on this claim. Unfortunately, the MPG was recorded at 15-22 MPG over several trips with resets to the trip odometer each time. This wasn’t reasonably close to the assured value that the sales person claimed during the sales process. Attempts to go back on the sale’s person’s assurances after the sale is a real disappointment and simply unacceptable.
The seller has been contacted many times beginning the day after sale and met with various excuses for delays. I have been very patient (continual delays from the seller for months, not days). The sales person has not made a reasonable attempt to make corrections or resolve this issue and instead has required many reminders. I’ve tried for months to resolve this issue but have largely been ignored. I made an exception to the return upon their request for swapping the vehicle out but have found their request empty. Each time I selected a vehicle, they made an excuse to not move forward. When I requested simple numbers associated with a vehicle swap, they removed over $4000 from the amount I paid them. This is an insult given I contacted the seller immediately after the purchase and have been very patient for months.