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:05/13/2025

  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 purchased a used 2023 **** bronco with ****** miles on it. worst experience with a dealership i have ever had. At the time of purchase, I was informed that the vehicle had two brand new rear tires installed. I was told this was simply due to minor wear on the originals and done to ensure the vehicles safety and marketability. I specifically asked whether the replacement was due to alignment issues or any damage, and I was explicitly assured there were no such concerns.Approximately five months later, at only ***** miles, the rear tires were completely worn down. I took the vehicle to two separate **** dealerships as well as an independent mechanic. All three sources confirmed the same diagnosis: the rear axle is bent. They were all equally perplexed, as the vehicle has never been off-road, has no signs of impact damage, and has been carefully maintained.I attempted to contact the dealership multiple times. I left two voicemails and sent one email. I received a single call back from a manager, who was initially dismissive and defensive. However, once I explained the situation and mentioned the assessments from two ****-certified dealerships, he acknowledged the seriousness of the issue and said he would investigate and follow up with me. I have not heard back ******** of now, I am faced with a $10,000 repair bill on a $50,000 vehiclean expense I would not have incurred had I been properly informed at the time of purchase. I now believe the dealership engaged in deceptive business practices by failing to disclose known mechanical issues and misrepresenting the condition of the vehicle.I am extremely disappointed in the level of service and the lack of accountability from this dealership. What began as a seemingly positive experience has become the worst customer service interaction I have ever encountered. Based on this experience, I would not recommend or consider doing business with this dealership again.

  Business Response

  Date: 05/13/2025

  Mr ***** :

   

  Mr ***** has had the vehicle for 5 months anything could have happened to the vehicle in 5 months.  We are not responsible for repairs and a vehicle that has been out on the road and driven for 5 months.  We told Mr. ***** this and he continues to want us to do something.  The vehicles car fax did not indicate any of that and we are not going to fix Mr. ***** vehicle 5 months after purchase.

   

  **** ******

• Initial Complaint

  Date:04/16/2025

  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.

  my dissatisfaction with a recent sales experience at Shortline *********************** *** which I believe involved misrepresentation, poor communication, and a lack of good-faith. involving the purchase of a 2025 Buick Envision and a subsequent exchange that has left my wife and me feeling taken advantage of. On March 29, my wife ***** and I visited the dealership to explore used vehicle options The salesperson, **** *****, encouraged us to return on Monday for a potential month-end deal. On Monday, March 31, ***** returned alone due to my work commitments. 2025 ***** Envision priced at $41,235. We traded in our 2020 ******* Palisade and were given a trade-in of $16,600. After fees and rebates, the final cash balance owed was $27,250.31. Later that day, ***** was rushed off to work immediately began to regret the purchase due to the interior and exterior colorsomething she was rushed into finalizing due to time constraints. She could not sleep that night and contacted the dealership the next morning April 1,to ask if she could exchange the vehicle for another. Because she felt that she had made a mistake. If they could help her get into a comparable vehicle she would be with losing some money, Just not the amount that we did end up losing in this deal. They told her they would try to help with a trade for another 2025 Envision an MSRP of $37,547.16. The dealership allowed a trade-in value of $38,000 for the first Envision. Here is where the situation turned problematic. ***** was told was the absence of a $500 comfort package. after further inspection and research, I discovered the new Envision lacks multiple features that were present in the original vehicle Heated seats Heated steering wheel Dual-zone climate control Power liftgate These features are not part of the $500 comfort package alone, and no one disclosed the full scope of what we were losing. This lack of transparency and poor representation of the vehicle is deeply concerning.

  Business Response

  Date: 04/28/2025

  First and foremost Mr. ****** is not on the car deal his wife ***** is.  Mr. ****** legally has nothing to do with this car deal.  Mrs. ****** is sole owner of both units that are in question.  ************** would like to file a BBB claim.  I will address that matter at the time.  At this time I will not address Mr. ******** inaccurate facts pertaining to this matter.

   

  Respectively

  **** ******

   

• Initial Complaint

  Date:03/03/2025

  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.

  From April 2023 till February 2025 we had issues with our GMC Acadia's coolant system. We first brought it in April of 2023 because I noticed the coolant level was low and we'd purchased the vehicle in 2021. We took it to Shortline since the vehicle was under warranty. They found the radiator was leaking on the side. After a few days they replaced the radiator. The vehicle went into the body shop in July to fix hail damage and we got it back in August. At such time we noticed a wet spot on our driveway. We took it back in expecting another leak. They had it for a few days and didn't find where it was leaking. About 2 weeks later the vehicles dome and interior lights stopped turning on. I decided to check the fuse box under the center console and found the leak. After finding the leak they confirmed it was the heater core leaking into the vehicle and it's carpet. This ended up damaging the wiring harness in the center console. Due to parts being unavailable we had to wait about 4 months before we got the vehicle back. Now that the wife was able to drive the vehicle all of 2024 we noticed coolant was low this February 2025. We took it back to shortline since they already replaced the radiator and heating core. Since at this point the warranty has expired they said they have to replace the radiator again after less than 2 years of being installed, and they will charge $2800 to do the repair.I've called corporate gmc and they won't acknowledge any issues on their part. It's unacceptable to try and charge money for a part they replaced that is less than 2 years old. I don't understand how they find it acceptable to put such poor quality parts *** repairs into a vehicle.

  Business Response

  Date: 03/12/2025

  The previous coolant leak issues were all covered under warranty at no cost to the customer. **'s warranty policy only covers replacement parts to the end of the vehicles warranty period.  In this case the radiator replacement would have been covered until 5-24-2024 or up to ***** miles.  The customer returned the vehicle for inspection on 2-19-2025 and it had ***** miles so there was no warranty coverage due to being out of warranty.  On the customers behalf, we requested goodwill assistance from ** on the repair and were able to get 20% toward the radiator replacement.  As and independent dealership, we have no control over the manufacturers warranty coverages.  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23015238
  
  I am rejecting this response because:

  There was not talk of getting 20% of the cost towards anything. The fact that *** and the dealership are OK with radiators failing every 1.5 to 2 years is ridiculous when you look at other vehicles in the same category. I have a 2010 F250 with 90k miles and have yet to have a radiator leak. Installing faulty parts that fail early and often is not acceptable. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:03/25/2023

  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.

  DO NOT BRING YOUR CAR HERE. I have brought my car here a few times. The first time they had my car for at least 2 weeks and told me nothing was wrong with it. A week later I had to bring it back in and they found over 2k worth of things to fix. The next time I brought my car in they had it for 3 months - gave me my car back to me with lights still on in my dash - well a week out and I have to bring it back in because it will not start. They cant even do the bare minimum of fixing what the car is in for the first time - their staff does not provide timely updates or correspond timely to insurance.

  Business Response

  Date: 04/06/2023

  We believe the vehicle has been repaired.  We charged the battery the last time in and the customer picked up the vehicle.  We left a message yesterday, 4-5-2023, to see if there were any additional issues and we have not received a call back.

• Initial Complaint

  Date:03/10/2023

  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 came in to this place to get a reliable car I put down **** cash I had been approved according to the car company I just needed insurance 2 days past I got the insurance I came and picked up the car 2 weeks pass in this 2 weeks I decided to find a new job and this is when I get a call from short line and they are telling me im not approved and to bring there vehicle back no talk on refund of my cash just threats that they had contacted police and a whole boat load of other things I just don't see how all this is falling back on me after I did everything I needed to do and the company said I was approved and was able to leave with this vehicle I have come to notice that this company is still running my credit and is ruining it I have almost taken more than a 200 point hit in a result to this and am suffering considerable for something this company has done

  Business Response

  Date: 03/21/2023

  We have tried to work with customer.  No success.  We have asked him to return the vehicle as we have no loan in place and he has yet to do so.  He quit his job before the bank could verify on the phone his employment.  Therefore we have no car deal and no bank home for deal.  We are just requesting him to return car and we will refund him his down payment.

   

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

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19581600
  
  I am rejecting this response because:
  It is un trueShort line Buick gmc worker **** is saying that they have made this proposal to me and I can go through emails and text and see that this was never an option I was called by this women and immediately attacked and threatened all that this employee did was order me to bring quote on quote there car back now!! And proceeded to tell me i have a report on me for a stolen car and police are looking for me I did not proceed with this conversation with **** on march 12th I had received a call from Shortline Buick and it was a man named ********* he works in finance but when he called he said he was just trying to get me new temp tags because the address that they had on file some one had told him was wrong ? I dont know how this information came to play I let jhon know Id be able to pick up the tags I go in to Shortline gmc to pick up the tags just for jhon to be in a meeting with a unhappy customer and the owner of the dealership and a few other finance guys I sat there for 30 minutes with no one to give me these new tags that I supposedly was going to get I have a job I had to get to so I left I call him a few days later to try and get tags mailed just for him to tell me all of the sudden they cant mail tags which confused me because he says he initially tried to mail them in the first place but the address was wrong days pass I have time to go pick up the tags I call I go in I see jhon I ask if he had my tags he said no I was immediately confused because I had been talking to him for about 2 weeks about tags that were waiting for me he proceeded to ask if the car was on the property I told him no his attitude switched from an eight to a 10. He went on to tell me that he would need the tag off of the car to replace my old tag. I told him OK sounds good. I will go get the tag off of the car and bring it back.I also told him you could have givenme this information within the past 2 weeks of us talking he proceeded to tell me that he likes to do things his way He told me that that wouldnt work the car needed to be on the property. At this point I realize that **** and the workers at **************, were just trying to pull a fast one on me. **** proceeded to have an extreme attitude and treat me with nothing but negativity and disrespect He was so upset that the car wasnt there that he even told me f*** you when they repo the car you will be walking . At this point I hopped into my vehicle and left the premises. Shortline GMC has proceeded to show how unprofessional they are, and have not tried to negotiate or fix the problem at hand, I wasnt notified that, they would be trying to give me back my deposit until I came to the office and met with ****. I even asked **** if they would have my cash on hand so that they could get their vehicle back. **** told me that they dont know if they even have the cash there, and at this point, I didnt have any time to play any more of their tricks I even proceeded to ask **** if I could talk to the owner because he was very unprofessional and I couldnt get anything accomplished or soft with him. He told me that the owner doesnt deal with customers which confused me again because I just seen the manager/owner of the car lot the other day dealing with a customer meanwhile, on 11 March third and the ninth Shortline, Buick, Gmc has still been running my credit without proof of income, and without consent feom me, causing extreme destruction to my credit score, which I do not understand when they have knowledge that I had left my job after I had had the car for two weeks to find a new job so my credit has been getting hard pulls without consent and without proof of income and it seems that short line Buick GMC doesnt understand that this is their fault. They proceeded to tell me that I was approved after it took me three days to even get money for car insurance. Once I could show them proof of car insurance they told me to come and pick up the car because everything else was approved, so I did and two weeks later after I had quit my job is when I get the call saying that I wasnt approved because I quit my job which didnt make sense to me because at the time when I was filing this paperwork, I was employed and could even show paystubs up to the date, I even signed papers for the bank that I would be paying for this car on top of all this Shortline Buick GMC took a down payment from me when they were not doing in house financing which is a violation under the truth and lending act this problem has done nothing but gotten worse for me the customer 
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19581600
  
  I am rejecting this response because:

   

  So what about the company and how they have still been running my credit with no proof of income and also have made me put a down payment without doing a in house financed deal and according to the truth and lending act this is not allowed also Im not sure how I wasnt approved by the bank because before I got insured I was approved for 3 days according to the dealer 

  Sent from my iPhone

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/07/2023

  All customer needs to do is bring vehicle back. We have not secured financing.  Customers first payment is due and he can't pay that because we have no financial institution that will accept him.  I need my vehicle back and that is it.  We will refund him his deposit and we move on.  

   

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

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19581600
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  it seem as though we are going in circles here and Shortline Buick gmc dose not understand where they are wrong as I said befor short line has been running my credit without my permission also without any proof of income which means they are disrupting my credit purposely and as I said befor they have received a down payment when they them selves are not doing in house financing which is against the truth and lending act on top of all of this as I said befor it makes no since that I all the sudden am not approved but I was told I was 3 days prior to picking up the vehicle and was still quote on quote approved on the day of pick up for the vehicle with all of this there has been no attempt to try and work with me the customer on some type of payment plan Im not to blame