BBB Accredited Business since

Sun Buick GMC, Inc.

Phone: (516) 781-6666 Fax: (516) 977-7847 View Additional Phone Numbers 3333 Sunrise Highway, Wantagh, NY 11793 http://www.sunbuickgmcli.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sun Buick GMC, Inc. 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 Sun Buick GMC, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 3 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sun Buick GMC, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: May 01, 1986 Business started: 01/01/1986 in NY Business incorporated: 03/20/1986 in NY
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:

NYS Dept. of Motor Vehicles - All NYS
6 Empire State Plaza, , Albany NY 12228
http://dmv.ny.gov
Phone Number: (212) 645-5550

Type of Entity

Corporation

Contact Information
Principal: Mr. Patrick Cassino, President
Business Category

AUTO DEALERS-NEW CARS AUTO DEALERS-USED CARS AUTO REPAIR & SERVICE


Additional Locations

  • 3333 Sunrise Highway

    Wantagh, NY 11793

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Types of Complaints Handled by BBB

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  • Advertising or Sales
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Additional Phone Numbers

  • (855) 477-8271(Phone)
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Complaint Detail(s)

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was dealing with Sales Associates, *** ********. I contacted him regarding the President's Day Sale. Initially, I was looking to purchase. He stated that I was able to get a 2.99% APR for 36 months for President's Day. I went in to see him that Wednesday evening. We discussed the vehicle type. We put in an application for purchase and stated that he was going to finance the vehicle. I was to put down $3000-$5000 dollars. I get a phone call from *** stated that I cannot get pre-approved based on my credit report score. I had just soft pull my credit and score a much higher score that what *** was stating. His finance department ran my credit seven seperate times with different banks without my knowledge. I had initally stated to *** that I can probably get approved from my employer, JP Morgan Chase. He stated that he can get me a better deal with his finance dept. I got a phone call from **** ******* on 2/**/13 and stated that I was approved for a purchase loan but for a lease instead and I would have put down $14000 dollar in order to keep my payments under $500 a month. I made a $500 deposit on 2/**/2013 with ***. On 2/**/13 I took a bank check for $14000 and was told later in getting all of the paper works together to pick up the vehicle that I needed to give an additional $500. I was informed by *** that my first oil change and tire rotation from the dealership was free but I needed to bring the vehicle back to them. After that I can take it anywhere to get service. I was also told that I will get $50 by completeing a survey I will get email to me. A week later I received the email, completed it and forwared back to its originator. I then received a flyer in the mail instructing me to complete the email and forward it back. A few weeks later I went back to see *** with an additional flyer I received and informed him of the email I received and the flyer. He informed me that he was going to look into it for me and will get me the $50 and for me to give him a week. I have reach out to *** on several occasion and left a few messages, to no avail. I still to this day have not received the $50 as I was promised. I went to Sun Buick on 9/** to get my oil change and tire rotation. I asked to speak to *** ******* while I wait for my vehicle. I was told that *** ******* was off but i can sit with the ********* *******. I did not get much help from him either, only a business card to whom I can contact and complain, hopeful he will investigate. As I was sitting with the ***** *******, a gentleman came over and informed me that I need to sign a paper in order for my vehicle to get service. I signed the paper and continued my conversation with *** *******. After waiting for three hours I was finally call to *** *********** desk to pick up my keys. She informed me that I needed to pay $67 for the rotation. Puzzeled I explained to her that it was free for the first time. She state it was not and in order for me to get my keys I had to pay what was owed. I call my husband and told him what I just paid and asked him if he heard from *** the same thing I heard regarding the oil change and tire rotation. He stated had he had known he would have rotated them himself. I then started to look through all of my documents from the car lease and things are not making sense to me as to why I had to put down such a large amount and make two deposits. The number are not exact. I feel like I was take advantage of being that this being it was my first car purchase. I was also told that my buy back after my lease is up will be $26000. I am wondering how is this possible when the vehicle is $52000, I put down $15000 and took a lease for 36 months and paying $500 a month. Something does not add up.

Desired Settlement: Refund

Business Response:

This complaint has some factual errors that will be evidenced by the attached documents. Still, I will do my best here to respond and clarify.
 
1) We did not run any credit applications without *** *******'s approval. She did in fact sign a credit application ( attached) and privacy statement in advance of the loan submissions. Further, we cannot and    do not guarantee loan rates. Rates and approvals depend on the buyers credit rating and the decision to extend credit is made by the bank or lender, not our dealership. We do offer estimated rates as low
 as 0% with the assumption of good credit. *** ******* works at ******** ************ ******* for one of the world's largest banks and would possess better than average familiarity with lending protocols, rules and regulations.
 
2) Based on the financing types available for her credit score with the lenders, *** ******* was offered the option of a lease. She also could have applied for a loan on her own with Chase bank, whom she works for, or another lender. She also could have cancelled the deal for a refund of her initial $500.00 deposit. She instead decided to accept the lease offer through GM Financial and signed new documents which outlined the terms and down payments. No one here coerced *** ******* into accepting or signing any finance documents. No complaint about the dollar amounts or finance terms was made to us during or after the delivery of the vehicle over the last 7 months.
 
The MSRP of the new Acadia Denali was $51,080. The total outlay for the lease was $14,345.00, not $15,000. This amount included sales tax, doc fees, NYS registration fees and a refundable $500.00 security deposit totaling about $3600.00, which are not part of the sales price. The purchase option of $28,604 is clearly shown on the attached lease contract in 2 locations. Everything was broken out as legally required on the lease contract. All the numbers do, in fact, "add up".
 
3) We do at times offer perks that vary by type and amount for certain SUN AUTO specific surveys. (We cannot and do not offer gifts for GM surveys, JD Powers surveys and the like) Further, not everyone will get a SUN survey. This is clearly stated in the flyer (attached) she received, which states "....we might email a survey to you....We do not send a survey for every sale or service..." It also states that a customer must contact *****, our ******** ********* *******, at ****************** or her phone number, before completing our Sun survey, not afterwards. All this is well noted in large type in the flyer we give to each customer. In this case, the clear, underlined instructions were not followed as specified.
 
4) *** *******'s sales agreement included one "pit stop ( fluid check ) and one oil, filter and lubrication service with synthetic blend engine oil. Also included were yearly NYS inspections, valued up to $37.00 each, for the duration of the lease. All of this was clearly spelled out in large type on a separate document (attached) which was signed in Feb, 2013 at time of delivery. A tire rotation and wheel balance was not included up front and is not shown on any of the sale or service documents. This optional but recommended service was performed along with the oil and lube service 7 months after delivery. I don't expect anyone to have an accurate recollection of what might be included with a purchase after this much time has passed. This is why we rely on and put such specifics in writing. We also don't perform any services without a signed approval up front. As you can see on the attached repair order, the Acadia Denali was brought to us on Sept ****, 2013 for it's first service. *** *******, approved at extra cost, with signatures and initials, both a tire rotation and wheel balance (not merely a rotation) for $59.95 plus tax (Denali high performance 20" diameter wheels). The oil, filter and lubrication was done at no extra charge per the original sales agreement. All work was completed in under 90 minutes, not 3 hours (well documented by multiple computerized time stamps on our repair order paperwork)
 
My company and employees kept our commitments from beginning to end. All was carefully documented ( attached ) with contracts, forms, signatures, time and date stamps that met or exceeded legal requirements. I did speak to *** ******* for about 1/2 hour soon after receiving the BBB complaint. Though we strongly disagree with the content of the complaint, we still mailed *** ******* a one time good will check $65.00, which was recently cashed. This is the amount that she paid for the wheel balancing and rotation. I will add that I wish she had reached out to me with her concerns shortly after the issue arose. I work many hours here, including most weekends and am quite accessible when contacted in advance. Filing a complaint for this small amount was not necessary as I would have quickly approved a $65.00 refund despite our clear and careful documentation. I've owned this company for 20 successful years and I do care about my customers and reputation.
 
I hope this is enough to close this complaint but please contact me if any further information is needed.
******* ** ******* 10.**.13
***** * *********
********************
 
******* **: ###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

1) Indeed, I sign for a credit application, but not for my credit to be run "several times". My credit was indeed run in January 2013 by Chase for a mortgage. My credit was much higher that what the dealership quoted my credit was. By running it several time, lower my credit score by 60 points. That is why I was not able to purchase but to lease instead. I could have indeed get a loan through my bank as I have stated and ******* *******, ***** as so willing pointed out to get his point across.

2) Given only the night before on Thursday, February **, 2013 and was told this is what I need to bring tomorrow, Feb. ** to pick up the vehicle. I did not have a choice nor an option after my credit wes run several time. I did not want to take the chance and not get approve by my bank because of the many inquiries against my credit already.

3) As *** ******* and I spoke, he explained and broke down the contract in which I signed, was explained in detail in which was not done upon signing the lease. I do not work in a dealership, I do not know or understand their sales, nor do I understand what their pitch are. *** ******* also pointed out about a specific survey they offer to their customer and how they do not offer certain gifts. I was not given any fliers to take home and complete. I was told that I will receive an email and I must complete it and forward it back once completed and I will get $50 on the spot. I did as I was told. Then a few days later, I received a flyer in the mail. Unsure what to do, I took it back to my salesperson, *** ********. He told me he will look into it and get back to me. It should be a week and I will get my $50 dollars. A few weeks went by and I received another flyer. I call *** on several occasion and never hear from him.

4) As far as my oil change and tire rotation situation, when you are speaking to a "*******" whom is very unhelpful and you are trying to explain the situation on hand and being told that you need to call somene else, then an employee comes over to you as fustrated as you are and ask you to sign this form in order for your vehicle to get service, you are not going to sit there and read exactly what you are signing. You are taking the person's word as to what they are asking of you. When we, my husband and I were told of the free oil change and tire rotation, my husband stated to *** he does all of that himself and we do not need it. *** stated to us, it's free. Take advantage of the first one and the second you can do it yourself.

 

5) If *** ******* is so concern about getting himself involve or should be contacted first, then his employees should inform their customers that if they are unhappy with any of the service, there is another point of contact and it is the ***** of the dealership.  I would have been more than happy to speak to the ***** and voice my concerns before I turned to the Better Business Bureau. I feel that I would have gotten things resolve.

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

Business Response:

I don't know how to resolve or fully comprehend *** *******'s complaint. I regret but cannot undo any misunderstandings. She did recently cash a check for approximately $65.00 that we sent her. Again, I must point to the signed paperwork in the last attachment. I think our last position was well documented with that attachment. I don't think I can clarify much more but here is our new and hopefully final response:

1 & 2) Respectfully, I must say that this is baseless. I explained to *** ******* that there are at least several credit scoring agencies with different scoring methods and calculations. Typically, no two scores are exactly the same. Though it's typically not realistic to submit an app through just one bank when shopping for rates, we did not run "many inquiries" as stated. In fact, she would not even know how many were run unless she ran an inquiry on herself to count them before agreeing to the lease. We did run 3 lender attempts with a signed generic-type credit application and privacy notice. Further, running a credit app specifically for an auto loan through a few banks at once will not lower a score by 60 points or even close to that. This can be easily verified by checking on the web or with a credit bureau or lender. Again, no one here forced, compelled or coerced *** ******* to lease or purchase a vehicle here. The client has the ultimate choice, option and control over any purchase. She placed the order on Feb **** and picked up her new car not on the same day, which is common, but 2 days later on the ****. Certainly she had the opportunity to attempt financing on her own or to cancel the sale with cause. 

EXAMPLE FROM THE WEB....

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

 3-A) We never rush a new car delivery. All customers are given time at the point of delivery to read the finance agreement and DMV forms and ask any questions of the salesperson or sales *******. Our forms meet or exceed NYS and federal requirements. The monies and payments are well defined and broken out on the lease agreement. Again, as *** ******* works for a huge bank, I will assume that she is more familiar than most people with lender documents. Further, there was no complaint from *** ******* about the lease contract or payments until now, 7 months after delivery.

 

 3-B) About our random surveys: We do include a notice about possible surveys with the paperwork at time of delivery and then mail another one out a week later. This survey notice, which I attached in the last email to BBB, is self-explanatory, clear, and specific with large type. There is a contact person's name, *****, with her email, on the the flyer if more info if needed, assuming the person even gets a survey. ***** was never contacted in any way. *** can confirm only one phone inquiry from Ms Forlani soon after delivery. We cannot confirm ever receiving a survey response. It's possible that she filled out a J.D Powers or similar survey which we cannot see the results of.

 

4) Complaints about our auto services are extremely rare here. A main reason is because we simply do not work on any car without getting a signed authorization first. However, we do expect all customers to read, understand and if necessary, question what they are signing. Still, we simply can't force anyone to actually read the document placed in front of them. We also can't know their state of mind when presented with such documents. Again, none of the signed documents mention a "free" tire rotation and wheel balancing. An oil change, pit stop (fluid check) and up to 3 NYS inspections were included and well documented however. So, with this case, we have a customer stating that neither the initial sales document or the service document 7 months later were read or well understood.

 

Further, as a business *****, I do not want to rely on a customer or an employee's recollections, we rely on signed documentation.

5) *** ******* confirmed with me that she given a business card for ***** *******, a 20 year employee and our ********* *******, when she left our store that morning in September. He was never contacted. I, personally, am easy to reach and do communicate with our customers by phone, email or in person on a daily basis. A customer only needs to call here and ask for the ***** or for an email address to reach me. I too, was never contacted.

 

sincerely,

 

******* ** ******* 11.*.13


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

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

All price quotes include incentives and rebates available at time of quote. All payments assume an "A" tier credit rating. Rebates, prices and incentives are subject to change without notice, and are subject to Buick or GMC programs in effect at time of delivery.

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# *******, and have determined that my complaint has NOT been resolved because:

 

There was no need to make that stated by *** *******. I am not difficult, we just saw things differently. When he sees on his perspective os not the same as I see on mine.

To point out, I am sure that I am not the first to file a complaint nor will I be the last. In the long run, I should have take some advice that was given to me by my family member and not go to that dealership. I should have made the drive out to either Rockville Center or Garden City. I heard great things about them, and I have dealt with Rockville in the past and should have kept my realtionship with them. Instead, I kept my word and was very disappointed in the end.

Indeed, I cash the check that was mailed to me by *** ******* as he stated he will. Had I known he will keep throwing that back at me, I would have just ripped it up and ended it.

Sorry, ** *******. I thought you were somewhat helpful in your explaination but to undermine your customer is not good business.

As I stated, I will never go to your dealership again. I never thought puchasing, or in this case, leasing a vehicle would be so insulting and unpleasant. I guess their is a first time for everything and a good leasson learned.

So thank you ** ******* and your staff for a good lesson taught.

 

 

 

 

 

 

 

 

In order for the BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

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




 

2/16/2013 Problems with Product/Service
2/6/2013 Problems with Product/Service