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:04/07/2025

  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.

  See pdf files for explanation

• Initial Complaint

  Date:10/29/2024

  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.

  06/30/2024 full amount money paid is ******** I was unaware of the monthly term from the understanding that we made from finance and the sales person (****** *********) i also denied a service contract and got a 7k charge plus environmental charge that was not explained either for a cost of a extra 2500 i want to cancel my warranty and nobody picks up at the dealer

  

  Business Response

  Date: 11/01/2024

  The customer has decided to delete his diesel emissions system and wishes to cancel his service contract. The customer called our ****************** on 10/29/2024 and spoke to ***** regarding this matter. On 10/30/2024, Finance Director ****** spoke with ***** and sent him the cancellation form via email.  On 10/30/2024 the customer returned the completed cancellation request form to Yates.  The cancellation request was submitted for processing on 10/30/2024.  Upon completion of the cancellation process, the cancellation funds due will be issued via check and sent to his lender, *************** to be applied against the principal balance of his loan.
  

• Initial Complaint

  Date:08/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 10/21/2022 I purchased a GMC Yukon XL Denali Ultimate from Yates GMC, We were talked into purchasing the extended warranties under the premise that it would cover "everyting" up to 100k miles, I specifically asked if it included the wheels, electronics etc. since the vehicle was over $100K we decided to make the purchase. Fast forward 22 months we have occasion to need said warranty and are then told by the warranty companies that none of the issues were covered, so we spoke to the dealeship who said oh, you didn't pay for the warranties that cover these issues. So we cancelled the warranty with the finace person immediately, but was informed that it would be pro-rated for refund. So we were lied to about the warranty that we were purchasing, and when we confronted the dealership they said well that person isn't here any longer. So I am out financially for the cost of the Warranty that wasn't necassary, and now the supposed covered repairs to my vehicle.

  

  Business Response

  Date: 08/19/2024

  Our Service Director, *****************************, reached out to ******* earlier today but was only able to leave a message. However, he did manage to speak with her husband, *****.

  
  During the conversation, it was clarified that the Yukon had not been serviced at our dealership aside from the initial Pre-Delivery Inspection (PDI). It appears that they have consistently chosen to have their vehicle serviced at *****, as they have a close relationship with ***** there.

  
  ****** emphasized that we are fully equipped and committed to handling any warranty or extended warranty issues they might have, with their best interests in mind. Unfortunately, they have not given us the opportunity to address this matter and have instead relied on an external dealership to advise them on what we can and cannot do.

  
  ****** assured ***** that we are prepared to assist with the TV screen issue, which is covered under the bumper-to-bumper warranty, as well as the curb rash and the door ding. However, the vehicle needs to be brought to our service department for these issues to be resolved. Should they decide not to return to our dealership, we can proceed with processing a pro-rated warranty refund, which would be final with no further concessions.

  
  ***** is having the vehicle taken from ***** and delivered to Yates Buick GMC - Mon, August 19 at 2:30pm

  Customer Answer

  Date: 08/24/2024

  I want to provide context and respond, we were under the imppression that we had purchased a warranty that would cover the vehicle from bumper to bumper, and was able to be used anywhere, we did go to a differnt dealership, and it is true we have a personal connection to that dealership. We did reach out to Yates by phone on 08/16/24, They said they would back in 5-10 minutes, we never received a call back. So on 08/17/2024 after finally speaking with two people at Yates that morning, who stated to bring the vehicle to them, we went and spoke with a person in finance who helped us cancel the extended warranty. He advised us to go to service to see what could be done. The gentleman in service advised us that we did not purchase the warranties that covered the issues we had. I filed the complaint with the BBB, and at 9:17 am Monday morning I recieved a call from the dealership, I did speak with that person, and he advised me he was going to see what was going on, at approximately 10:15 am, I did receive another call, but was at work and unable to answer the call, that ****** called my husband who was also at work but able to take the call, and he then advised that they didn't understand why the 3yr/36k warranty was not used to make some of the repairs, we did not have an aswer to that question, and I was curious to that myself, since the Yates service person that we spoke to also indicated that there was no warranty to cover the repairs. After alot of back and forth, the repairs have been made, I am still not satisfied with how we were treated, I did express my dissatisfaction with the person who cancelled the warranty for us and he advised us that the person in question is no longer with the dealership, it is regrettable that between the two vehicles purchased at Yates totalling almost 200k, that this is how things went down. This could have all been avoided.
  

  

  Business Response

  Date: 08/28/2024

  Thank you for bringing your concerns to our attention. Im pleased to inform you that we were able to address your issues promptly and have conducted an internal investigation regarding the matters related to our dealership.

  However, we can only provide information and resolutions concerning our dealership and are unable to comment on any misinformation that may have been provided by another dealer.

  We genuinely value your business and hope our efforts have helped resolve the situation to your satisfaction. Please do not hesitate to reach out if you need further assistance.

  Customer Answer

  Date: 08/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while the misinformation provided was from their dealership, not another dealership. I will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/24/2024

  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.

  On or about the 15th of June I brought my ***** 2500 HD in for an alignment, tire rotation, and transmission service. Upon vehicle supposedly being done I went to pick it up and pay. Long story short they tried charging me for work they didnt do. Caught them lying about it and service writer laughed it off as an honest miscommunication. Let service manager know about it. They refunded my money and I still dont know if they did the transmission service. Fast forward a week later. Took in my wifes vehicle for oil change and tire rotation. I marked my tires and they never rotated them even though they said they did. They also tried to scam me by saying I needed a new battery. I took it to another car place had the battery checked and it was at 96% life remaining. I also asked them to check and change my wipers. ***** said they did and they were good to go. Got in the car and saw wiper rubber flapping. Complete liars and scammers. This is a disturbing pattern of dishonesty and a complete lack of ethics!! Wouldnt trust this dealership at all!

  

  Business Response

  Date: 06/26/2024

  Service Director ***************************** spoke with ************** regarding his concerns.

  
  During their conversation, ****** addressed and clarified any previous claims about services not being performed. ******* expressed his desire to maintain our customer-dealership relationship and appreciated our efforts and professionalism in reaching out to him.

  
  As a gesture of good customer service, ****** offered to perform the alignment on his 2500 pickup truck free of charge, which he has scheduled for the week of July 8th.

  
  ************** is currently satisfied and understands our commitment to taking care of our customers.

• Initial Complaint

  Date:04/24/2024

  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 purchased my truck on May 5, 2023. I was advised it has an amazing leveling kit and went through an extensive used vehicle inspection with no issues found. The leveling kit was a lie, they are cheap spacers and not a full kit which later caused my ball joint to fail on a busy street in the middle of the road. When dropping off my vehicle for cosmetic damage they agreed to fix prior to purchase, my truck went missing for 2 weeks and none of their employees knew where it went. My calls went unanswered and I had to show up twice in person before anyone was able to track my truck down. I finally got my truck back and a few short days later, it was on a tow truck. This was the first of many tow trucks I had to use for this truck in the short period of time I have owned it. The truck was sold with unsafe sized tires and they had to be replaced as the truck stopped working due to the tires rubbing on the upper control arms. I had an appointment for 8 am and they accidentally put walk ins before me so they couldnt start my truck until 10:30. When replacing my tires, the technician damaged my wheel and didnt say anything about it. The damage is obvious. It is not minor. They gave me my truck back without saying a word in hopes I didnt see the damage. When I advised them of such, they agreed that they damaged the truck and will get it taken care of. Its been over a month since then and they still have yet to schedule the wheel fix. However, they did tell me they will need my truck for an entire day and will NOT be providing me a loaner vehicle for me to make it to work.

  

  Business Response

  Date: 04/26/2024

  We have made multiple efforts to reach out to the customer to offer a loaner vehicle and arrange for the replacement of the wheel.

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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.

  Subject: Serious Injury Due to Vehicle Defect: Immediate Action Required To Whom It May ******* at Yates Buick GMC, I am writing to express my severe dissatisfaction regarding a recent purchase my husband made from your dealership. The vehicle in question ***** lariat Power stroke 2018) contained a hazardous object which, shockingly, resulted in a personal injury.This incident occurred on 1/15/24 when I discovered the object which was a blade within the passenger seat of the vehicle. I was reaching into the seam of the seat and immediately pulled my fingers out in pain and i had to rush into my house to clean off my hand due to the blood.The resulting injury has caused me significant distress, physical discomfort, and financial burden due to medical expenses. As well as taking my time now off of work to get tested for any type of diseases that *** come from cutting myself with this object as i do not not know if this was used in any way or not before this incident occurred. This is an appalling oversight on your part and shows a serious lack of quality control. I demand an immediate and thorough investigation into this matter, as well as assurances that such negligence will not be repeated in the future.I await your detailed plan of action to rectify this unfortunate situation. I expect a swift response from your end addressing this issue and outlining the steps you intend to take.*********,***************************

  

  Business Response

  Date: 01/23/2024

  We were sorry to hear that you were injured. We were also quite surprised by your allegations against us, as it is not our practice to utilize blades inside our vehicles, nor would there have been any practical reason we would have used blades inside of yours. And being that we have no record of you reaching out to us, prior to lodging this complaint, it is difficult to address these allegations in a meaningful way.
  
  We invite you to contact us directly, so that we may learn more about what happened, and how. Thank you in advance; we take safety and customer service very seriously.
  

  Whitney Yates *****
  ************

  
  

• Initial Complaint

  Date:01/11/2024

  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.

  On December 5, 2023, I purchased a new 2023 Enclave. The dealership website had listed $10,000 discount for everyone and two rebates I should receive. After I was home, I reviewed my documents and discovered I only received $9,250 discount from the sticker price, but did receive a $1,250 and $500 rebate that related to my purchase.I contacted Buick **************** and was advised to contact the dealership about my concern. I wrote a letter, included copies of the vehicle sticker and purchase documents and on December 11th, mailed copies by certified mail to the three team members with last name of Yates., and the ************** documented delivery on December 13th. On December 15th, I received a survey from Buick by email and reviewed my purchase negatively. On December 18th, I receive a call from the salesman ********************* chastising me for my negative review stating it cost him $6,500. I informed him of my letter to the Yates and I would be writing the BBB and ************** and he said "it won't do any good". As of this date, I have received no reply relating to my letters delivered to ******* Yates ***** or ***** Yates delivered on December 13th.I feel the dealership should reimburse me the $750.00 plus related tax making me whole for the $10,000 discount advertised during the time frame of my purchase. I hope that the dealership owners would agree that that their managers used false advertising to lure me into the dealership and take advantage by arbitrarily reducing the discount. I would like a resolution without the need to make amendments by letter to GM relating to my original review.

  

  Business Response

  Date: 01/12/2024

  ************************* received all applicable rebates which were stated in the contract he signed. I apologize in his displeasure, but all terms were agreed to and customer signed multiple forms and disclosing such. No further action will be taken.

  Customer Answer

  Date: 01/12/2024

   I did receive two rebates advertised on website from General Motors.  My complaint is that their website advertised $10,000 discount for "everyone" everyday during the months of November and December 2023.  I received only $9,250 from the sticker price.  I sent documentation to the Owners ******* Yates Wood and ***** Yates who stated in news interviews that they have no haggle pricing, consider customers as family, and want all customers to be happy.  I  think Yates Buick uses false advertising to lure customers in and then change figures to add more profit.  I made screen shots of their website and know they failed to provide me with advertised discount.

  

  Business Response

  Date: 01/12/2024

  **** was negotiated with out the door figure not where the prices were coming from. Customer was unsatisfied with the trade value. So, in lieu of $10,000 it was agreed that consumer would receive $11,733.07 for trade instead of $10,000 on trade with an out the door of $36,734. Consumer was here day before and came back the following day. All numbers were agreed upon prior to customer returning to finalize deal. No further compensation will be made.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On November 20th I called ****************** at Yates Buick ******** ** to cancel my extended warranty I had purchased on the 6th of November and they just keep telling me that its in process. I try to speak with the General Manager but they never get back to me. I went in Person last Saturday and he was to busy to resolve my problem. All i want is my money back towards the Principal on my purchase. I know they are ignoring me because My sister received her reinbursment back to her Truck on the 29th of December for the same situation. I had done my refund process before she did hers so i dont understand whats the hold up. No proffesionalism customer service at this Car dealership

  

  Business Response

  Date: 01/12/2024

  Customer has been spoken to and confirms lending institution has received funds.

  Customer Answer

  Date: 01/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:01/04/2024

  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 my car from Yates Buick GMC on May 13th, 2023, my car has been in the shop now 5 time since May 2023. I was sold an extended warranty thru ***** in finance because I was told that the manufactures warranty expired because of the ****** miles that were on the ****. My car in back in the shop again because the throttle has to be replaced and it is covered under the manufacture warranty that I was told my car didn't have. I was lied to and it HAS NEVER BEEN DISCLOSED to me until 1/3/2024 that the repair is covered but now I have to pay a $250.00 deductible on the manufactures warranty that I didnt even know existed on my vehicle. The car has been nothing but problem after problem and I don't feel safe in this vehicle and I am not sure if the work is being done correctly. I bought a 2020 c*** Encore and I believe this car is a liability and hazard. Yates ought to be ashamed of themselves for lying and selling substandard vehicles to their customers. Bottom line is you guys have lied to me and not once disclosed that there is still a manufacturers warranty on this dang vehicle. It was never disclosed that this vehicle still was under the manufacturers warranty, all 4 repairs prior to 1/2/2024 were covered under the extended warranty that I was sold by Yates. I was told on 1/3/2024 by ****/Service Advisor that the current repairs are being paid for under the Manufacturers warranty and not the Extended warranty and that I would have to pay $250.00 deductible, this was never disclosed either. This Yates Buick GMC lied to me and not once disclosed any of this nor have I ever paid a deductible. This car is a liability and I dont trust that the car is safe for me to drive.I have received conflicting stories and information about both of these warranties, of which I am aware of the Extended warranty I was sold! Yates has never charged me a deductible for any of the repairs on my car, but they made me pay for a battery 2 weeks after I bought the car claiming it was not covered under the extended warranty and that my car had no manufacturers warranty at the time of purchase.

  

  Business Response

  Date: 01/05/2024

  Hello *******, we understand your concern and are committed to helping resolve the situation. We appreciate your understanding that our team is here to assist you. Rest assured; we'll cover the $250 deductible. Let's work together with respect and cooperation to achieve the best outcome for you. Feel free to reach out if you have any questions or need further assistance. Thank you for your understanding.

• Initial Complaint

  Date:12/22/2023

  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.

  Vehicle was left at Yates Buick GMC on Friday December 15th for a check engine light. vehicle was diagnosed Dec 19 I was told the repairs that my vehicle needed as per invoice. Never once was I told on the phone that my vehicle needed a new engine, at all. Picked up vehicle Dec 20th , paid and left and check engine turned on once I was on freeway, called ****** rep who helped me on my car. She asked if I can take car back the next day. Said that was fine. Took vehicle back Dec 21 and they took it back and supposedly they fixed it. Drove off and immediately check engine light comes on again. Called ****** immediately after leaving she never picked up my call. Later that day on Dec 21 I called again asking for service manager a lady name ***** picked up phone and took my message down. No one ever called me back, to resolve my issue with my vehicle.

  

  Business Response

  Date: 12/26/2023

  The customer has been contacted and will have their vehicle rediagnosed at no cost to the customer for vehicle diagnosis on Wednesday 12/27/2023