Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2012 Acadia on February 28th 3rd row for 5 of my kids I was desperate so they said they were gonna sell it for $7,000 but since I was so desperate needing something big enough for me and my 5 kids they sold it to me and I paid $3,300 for the car. I have called them to fix the car it gives me money money as they have purposely avoid me as I have left **** and ***** messages and also spoke to them as well. One of them said they would talk to their mechanic as nobody had tried to resolve this situation. I only drive the car for 2 weeks before the reduce engine speed popped up on my dash and started going only 10 miles and hour with me and my newborn in the car on the highway. I was very scared as it was unsafe and took me 30 minutes to get home that wouldve taken me less time to get home. They said since I bought the car as is theres nothing they can do about it. As I feel it in unfair that they knew how desperate I was to get a car for me and my 5 kids they sold it to me knowing there was something wrong with it that they didnt wanna fix it so they seen that I was a single mom of 5 in desperate need of 3rd row. I have no money to get a new car or fix it as all of my money went into this car. I dont know what to do and every frustrated that they wont fix it or give me money money back. I was told buy other auto places that its the transmission or the timing chain or the fuel pump or the motor so I dont know what it could be but the windows dont go up or down unless the driver side door does it but it takes a couple of trys before they will even roll up or down. I want to keep the car I just want them to fix it as I have 5 kids and no money to get another good car like this for the same price or 3rd row. Im not asking for much just for them to fix what is wrong with it as I now have to transportation of getting my kids that are currently at their aunts house and no way to get to them

  Business Response

  Date: 04/01/2025

  ******* ***** purchased a vehicle from us on February 28th, 2025.  The purchase was an as is purchase.  With any as is purchase it is exactly that an as is purchase.  The as is purchase is communicated to the customer prior to the sale and the documentation stating the vehicle is being purchased as is is signed by ******* *****.  I have attached the documentation providing proof of the signatures.  At this time Stoops Buick *** is not offering any assistance since the sales was an as is purchase. 

  Customer Answer

  Date: 04/02/2025

  When I signed the paper work I didnt see anything stating as is. I signed a paper that had just blanked lines in it with a yellow X but in the email they sent me it shows I signed paper as it when thats not what I read when signing it. My newborn was in the car with me going 10 miles an hour on the high way as thats not safe. ***** even told me they were going to sell the vehicle for $7,000 but since it was the end of the month and they dont usually do this type of thing he was giving me the car for what they got at the auction place. It is unfair they that jiped me out of $3,300 knowing Im a single mom of 5 with no money for another car or a way to sell it. It is unfair they I know deep down they knew something was wrong with it and didnt want to fix it their selves and dont want to fix it. I know about the lemon law it does apply to me Im not just some dumb single mom that doesnt know my rights. If I have to seek an attorney because they dont want to fix a problem that they secretly want to keep hush hush about I will. This is not ok and it is wrong. God knows what they did just to get a quick payday. Less money they have to put into a car that needs fixed right? If it was ******* and something was broken theyd exchange it its not that hard. But I can clearly see they dont care that a single mom that has no income needs a car and now Im out of not just money to get another car but to even fix the car. They are so wrong for this and they know it and dont even care 

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  When I signed the paper work I didnt see anything stating as is. I signed a paper that had just blanked lines in it with a yellow X but in the email they sent me it shows I signed paper as it when thats not what I read when signing it. My newborn was in the car with me going 10 miles an hour on the high way as thats not safe. ***** even told me they were going to sell the vehicle for $7,000 but since it was the end of the month and they dont usually do this type of thing he was giving me the car for what they got at the auction place. It is unfair they that jiped me out of $3,300 knowing Im a single mom of 5 with no money for another car or a way to sell it. It is unfair they I know deep down they knew something was wrong with it and didnt want to fix it their selves and dont want to fix it. I know about the lemon law it does apply to me Im not just some dumb single mom that doesnt know my rights. If I have to seek an attorney because they dont want to fix a problem that they secretly want to keep hush hush about I will. This is not ok and it is wrong. God knows what they did just to get a quick payday. Less money they have to put into a car that needs fixed right? If it was ******* and something was broken theyd exchange it its not that hard. But I can clearly see they dont care that a single mom that has no income needs a car and now Im out of not just money to get another car but to even fix the car. They are so wrong for this and they know it and dont even care 
  
  Regards,
  
  ******* *****

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Admitted to selling me a vehicle they new was not in good condition. Knowingly sold me a vehicle that they knew had a bad transmission that is part of the class action lawsuit with **. Refused to help me in any way with a loaner vehicle. Told me is was due to getting financing with a credit union on my own and not with them. Lied on the carfax reporting, saying that they did a full inspection on vehicle prior to selling. Issued they said were fixed, were not, as within 14 days of having the vehicle it was in the shop and has been in and out of the shop since. Bought the vehicle at the end of July 2024.

  Customer Answer

  Date: 01/06/2025

  Vehicle was purchased July of 2024.  There was an extended warranty purchased as well.  The vehicle was purchased used. 

  Business Response

  Date: 01/08/2025

  this email was sent to me from ***** Stoops who was the former owner of Stoops Automotive Group.  Stoops Automotive Group was July 22, 2024 and now does business as Stoops Buick GMC of Muncie.  Future emails should be referred to me ***** ****** email ****************************.  As far as the complaint we do not show Miss ******** as having purchased a vehicle from us.  if she indeed did please send vehicle information including the vin number for the vehicle and we will respond accordingly.

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2017 ***** Silverado from stoops. Once I left the dealership a check engine light came on. My uncle and I scanned the truck and a previous code was erased indicating the fuel pump needed replaced by the dealership. Stoops offered to give me a rental for the time it would take to fix the truck. I picked up a rental from Enterprise and continued to use it till my truck was done. October 4th-November 17th. A receipt was sent to my email and a transaction was taken out of my checking account for $2,660.37.

  Business Response

  Date: 11/28/2023

   

  Thanks for reaching out to us regarding this matter, the complaint seems to be from an auto rental bill that the customer received while the customers vehicle was in our service department.  The dealership covered the portion of the rental bill while the vehicle was in our service department.  The additional portion of the total rental bill the customer received was for additional rental days that were charged to the customer because the customer didn't return the vehicle when it was requested and the other portion was from supplemental liability insurance the customer chose to take with the rental company.  We hope this clears up this matter, any additional information that *** be needed please let us know.

  regards,

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

  Customer Answer

  Date: 11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Lets start from the beginning and why I was in the rental. After buying the 2017 ***** a check engine light appeared. After hooking the truck up to our scan tool at work it was evident the code was erased before I purchased the vehicle. Meaning, the issue was known upon selling it to me along with a few other things. Transmission shifts hard, cruise control works occasionally, oil life wasnt reset or the oil just was never changed. At this point I want a full refund of my truck including interest. 
  
  Regards,
  
  *******************
  

  Business Response

  Date: 11/30/2023

  Thanks for the update, the customers response has no relevance to the rental bill and additional liability insurance the customer opted to take with the rental company, Enterprise.  To reiterate, the rental bill for the time the customers vehicle was in our service department was paid for by the dealership.  The additional charge on the customer's rental bill was due to customer not returning the vehicle when requested and the customer opting to take additional liability insurance coverage with the rental vehicle company, Enterprise.   

• Initial Complaint

  Date:10/20/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought my 2018 **** focus from stoops almost exactly a month ago. Its already completely not working. Stoops has had my car for a half a week and I had to profusely call to even find out whats wrong with it. Now 3 days after having the car they are just now telling me whats wrong and also not telling me when and how its going to be fixed. They are refusing to update me regularly and arent offering any other help to accommodate.

• Initial Complaint

  Date:01/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was searching for a used car and I had to input my email and phone number to review their special prices. It was originally offered as $7 down. When the list came up, I used the filter option to list them from lowest price to highest price, the first page had many vehicles that stated the price was unavailable at this time. The second page listed some vehicles for $1; then, following pages listed some for $5 and then the next priced vehicle is listed at $6500. This is deceptive and illegal. They cannot advertise a price that they are not honoring. The saleswoman, Shell or something similar, stated that they are not $1 and the site is not updated. However, there are links for disclosure statements for those vehicles that state you true cost will include title fees, registration, dealer fees, etc.

  Business Response

  Date: 01/16/2023

  From time to time we may have software integration errors showing incorrect pricing on our website.  The attached document is the disclaimer that is shown on our website stating that final price will need to be confirmed by dealer.    

   

  Customer Answer

  Date: 01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They are full of ****.  They are using this to deceive prospective buyers.  There is no computer or technical error - they are listing them at those low prices to get people to call and then try to talk them into buying full price vehicles.  Although, the price seems too good to be true, they are supposedly a reputable dealer and such mistakes do not happen; therefore, they are using the disclaimer to break the law intentionally.  When you accept their response that they have a disclaimer, you are allowing them to actively skirt the law and play forgiveness rather than following the law and its intent.  They should be held responsible, fined for using those methods to gain prospective buyers and their contact information by intentionally misleading them.  To further prove the point, they list them with both $1 and $5 amounts.  No mistake on their part and when they claim to be they are obviously completely lying and each day that it continues is their refusal to follow the law and using deceptive advertising practices.  It is not a mistake, and no disclaimer is legal for those that are intentionally misleading.  They should be fined and forced into removing them and monitored to ensure that they are not continuing this deceptive practice and they should have to prove that they have not sold any client data from those deceptive practices that require prospective buyers to input their data to view them.  IF they have sold the data, they should have to reimburse those clients and pay for their names to be removed from any subsequent selling of said personal data.  

  
  

  This is so illegal and wrong!!!!!!!!!

  
  

  I want them listed as being deceptive, for refusing to fix their supposed technical errors, and continued monitoring to ensure that they do not return to such deceptive practices.  I also would like them to be fined the maximum amount allowed by law for their obvious "bait and switch" fraud and wire fraud.  They should be held legally liable for all the felonious activities they are committing.
  Regards,
  
  *************************