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:07/02/2025

  Type:Order 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.

  I purchased a vehicle from GMC Orange Buick in *******, ** approximately four years ago. I now need a copy of the documentation confirming that state sales tax was paid at the time of purchase, as required by the ************* to complete registration and titling.I have made multiple good-faith attempts to obtain this paperwork, including:Four phone calls to staff Voicemails left with no response An email requesting the documentation A public review posted to bring attention to the issue I have received no response of any kind from the dealership.Additionally, after my loan balance was nearly paid off, the dealership began calling me to solicit a trade-in or new vehicle. Despite asking them to stop, the calls continued. One came at 7:45 AM. When I explained I was out of state and the timing was inappropriate, the person laughed and hung up on me.While I understand the documentation may have been provided at the time of sale, I no longer have it. I am simply asking for a copy so I can meet my legal obligations.Due to the dealerships complete lack of communication, I have now escalated this matter to the ******************************** and other relevant state consumer protection agencies. I am requesting BBB assistance in obtaining a formal response and resolution from the dealership.

  Business Response

  Date: 07/07/2025

  Our management team has been in contact via email with the customer and the documentation he requested has been mailed to him.  We believe that the customer is satisfied with the efforts of the dealership to assist him.

  Customer Answer

  Date: 07/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/08/2024

  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 12/2/24 my husband ****** ******* took our 2016 Buick Enclave to Orange Buick GMC located at ************************************* due to battery issues. On 12/5/24 my husband picked up our vehicle and paid $907.51 for the services performed. We received a coupon in the mail from Orange Buick GMC for any services that we spent between $500.00-$599.99 that we would receive $100.00 off which we did not receive. On 12/6/24 8:43am I left a message for our service advisor Kayil ******** to contact me regarding this and did not receive a call back. At 5:15pm that same day I left a message for *******, the supervisor of the service department and again on 12/7/24 at 8:55am and never received a call back from him as well. I would like Orange Buick GMC to honor this coupon that they sent me for services they performed on my vehicle and receive a refund of $100.00 back. Thank you.

  Business Response

  Date: 12/09/2024

  As noted on the Holiday coupon; coupons must be presented at the time of service.  We do regret that our employee had not returned the customer's phone message and apologize for the inconvenience.  *********** Manager has agreed to refund the coupon value to this customer.  Happy Holidays!

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/19/2024

  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.

  In November 11/01/2024 I sent my request to cancelled a warranty service plan purchased in this dealer, they do not want to process my cancellation form, they have been avoiding my emails and calls since than, the only thing requesting from them is proceed with the cancellation retroactive from the date submitted in November 11/01/2024, so I can get my refund.

  Business Response

  Date: 11/21/2024

  This customer request was processed at the time of the customer request.  The cancellation process takes a little time.  We notify the warranty company that the customer is requesting a cancellation and provide them with the information needed to calculate a prorated cancellation, as of the date of the customer's request.   In turn, the warranty company refunds the dealership for the cancellation refund amount, and the dealership forwards payment to the customer.  The refund check will be issued and mailed within a couple of days.  Should you have any questions, please feel free to contact us.

  Thank you so much.

• Initial Complaint

  Date:09/24/2024

  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 9/7/24, my sons, a friend, and I went to ***** to purchase computer parts. We returned the same day, but right when we were about to get onto I-4's express lane from the turnpike, our 2021 *** Acadia's check engine light came on, and the car was quickly shifting gears downward to a stop. We had AAA pick us up, and the AAA driver advised me that he had been seeing a number of these ********* breakdowns as of late. He suspected it was fuel pump related. *** dropped the car off at my house.On 9/9/24, we had AAA take the *********************, (trusty mechanic, ****** approved). At the time of drop off, the *** had approximately ****** miles. After testing, ************** confirmed on 9/10/24 that it was, in fact, a fuel pump failure that required replacement. I then contacted Orange Buick GMC ("OBG;" where we bought the Acadia) to determine my options. The woman with whom I spoke advised that, because the fuel pump failure occurred before the Acadia hit ****** miles, the fuel pump would be under warranty. She then said that I could either: (a) take it into OBG, and *** would cover the costs without me having to pay. Or, I can have it fixed by **************, where *** would not pay in advance but would reimburse me with confirmation that they use *** parts to replace the fuel pump. I chose the Auto Solutions option.On Thursday, 9/12/24, ************** completed the repair, and I contacted OBG again. Another woman answered, and she directed me to contact Customer Support. I contacted customer support (Case No. **************, and they informed me that *** would not reimburse for the repair itself (despite the initial representations made to me). I submitted documents to ******************** as instructed, which shows proof that I paid $1,523.92 (after ****** discount applied) and proof of *** parts used. I haven't heard or received anything since. *** has reneged on its representations, and I expect to be fully reimbursed.

  Business Response

  Date: 09/26/2024

  This customer's complaint involves ************** customer support providing information.  We contacted the customer on September 24 and explained to him that had he reached out to our Service Personnel we would have helped him and provided him with a clearer process to getting his car repaired. The customer forwarded all of his info and repair invoices to us for reimbursement processing.
  He seems content with  the fact that we are actively seeking a reimbursement from GM Warranty reimbursement.  

• Initial Complaint

  Date:06/08/2024

  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 A USED VEHICLE FROM THIS DEALER AND LEFT A DEPOSIT ON 5/9/24. I WAS TO TAKE DELIVERY ONE WEEK LATER AND THEY WERE TO REPAIR A WINDSHIELD CRACK BEFORE I TOOK DELIVERY. WHEN I DID TAKE DELIVERY ON 5/16/24 THE WINDSHIELD HAD NOT BEEN REPAIRED AND THEY CLAIMED THEY FORGOT. THEY PROVIDED ME A PAPER THAT SAYS THEY OWE ME A WINDSHIELD. I ASKED THEM TO SEND OUT A REPAIR PERSON TO MY HOME SINCE THE DEALER IS 60 MILES AWAY FROM HOME. THEY SENT ME A TEST THAT THE REPAIRMAN WAS GOING TO REPLACE THE WINDSHIELD. WHEN THE REPAIR TECH ARRIVED HE SAID HE COULD NOT FIX IT, THE WINDSHIELD HAS TO BE REPLACED. NOW ORANGE BUICK SAYS THEY CAN ONLY FIX IT IF I TAKE THE VEHICLE BACK TO THE DEALERSHIP. THAT WAS NOT WAS WHAT WE AGREED UPON. STAY AWAY FROM THIS DEALER THE MISREPRESENT EVERYTHING THEY DO.

  Business Response

  Date: 06/19/2024

  This has been settled with the customer.  We had hoped to repair the windshield and sent the Vendor to his home to perform the repair.  It was not repairable.  The windshield was replaced at his earliest convenience as promised.  To our knowledge this customer is Satisfied with **********************.

• Initial Complaint

  Date:12/13/2022

  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.

  October 8th at 8:16 a.m. ************************************, Service Advisor sent me this email stating quote,Good morning ************, The chassis control module or body control module is what is needed, not the fuel pump control module. The body control module has a purpose in controlling auto electric units, like the fuel pump control module. The body control module is like the brain of the vehicle sending signals throughout the vehicle.The fuel pump itself is in an entirely different location being in the tank." end------However, on October 14th, ******************************* insurance agent, notified me over the phone that ***************** never mentioned anything to him about the chassis control module.Then, on October 21st 2022, I received a letter from ***** that confirmed the insurance agent's statements that ***** told him that it was only the fuel pump because in the letter it never States anything about the chassis control module. After essentially requesting proof *********************** sent me this response email, on Tue, Nov 22, 2022 at 6:44 AM Good morning ************, No, I am not concerned with the times you get off work only the time I need to be here for when you pick up. I told you I would cover the labor to replace the battery I also told you how I tested it and the model of tester. service ************************************************ town for a gm dealership. Our reputation is very important to us. Ill make this very simple. Return your loaner. Ill pull all the parts out of your vehicle and you can get it towed out. Why would I pay a technician to replace a battery you had installed elsewhere. I will put no more effort into this matter. You can come get your running vehicle today or I will proceed with putting the defective parts back in it and begin charging you for the loaner you are driving. Below are the images of the test results that show that the battery that *********************** claim was bad was actually good and could hold a charge according to AutoZone.

  Business Response

  Date: 12/15/2022

  The customer brought the vehicle to our shop for repairs. The vehicle would not start. We diagnosed it as needing a Fuel Pump Control Module. The customer approved the repair and approved some maintenance items to be performed. Once the Fuel Pump Control Module was installed the vehicle ran but the check engine light was on with codes pointing to a failed "in tank" pump. We agreed to cover the cost of replacing the pump for him through ************** Goodwill program. We also provided him complimentary transportation. The battery which he had purchased somewhere else had failed. We offered to replace it if he wanted to swap it out at the store he purchased it from. Although the Dealership must pay ************** to do the repairs to the vehicle, we offered to swap out his battery at no charge for him. The customer was driving a loaner vehicle provided by the Dealership, once the repairs were complete we requested he return the loaner vehicle and pay for the portion of the repairs he had agreed to. The invoice provided upon picking up the vehicle explains the diagnosis and repair.

  Customer Answer

  Date: 12/16/2022

  Orange Buick dealerships response to my Better Business Bureau complaint
  
  Response
  The customer brought the vehicle to our shop for repairs. The vehicle would not start. We diagnosed it as needing a Fuel Pump Control Module. The customer approved the repair and approved some maintenance items to be performed. Once the Fuel Pump Control Module was installed the vehicle ran but the check engine light was on with codes pointing to a failed "in tank" pump. We agreed to cover the cost of replacing the pump for him through ************** Goodwill program.
  
  Inconsistent statement #1)
  The dealership stated, "We diagnosed it as needing a Fuel Pump Control Module,however, on October 8th at 8:16 a.m. ************************************, Service Advisor sent me this email stating quote,
  "Good morning ************, The chassis control module or body control module is what is needed, not the fuel pump control module. The body control module has a purpose in controlling auto electric units, like the fuel pump control module. The body control module is like the brain of the vehicle sending signals throughout the vehicle.
  The fuel pump itself is in an entirely different location being in the tank." end------
  
  My response: This would indicate that the chassis control module is a completely different part from the fuel control module and based on service advisor ************************* and the response that was given by the dealership assuming that it was the director of service *********************************** are both inconsistent.
  
  Secondly, prior to me bringing the vehicle into the dealership. ***** app had already indicated they were codes prior to me bringing it in.
  
  Inconsistent statement #2)
  
  The dealership stated, "We agreed to cover the cost of replacing the pump for him through ************** Goodwill program.
  
  My response:
  
  Orange Buick dealership never cover the cost to replace the fuel pump because the fuel pump was under the powertrain warranty. ************** Goodwill program is not a financial institution that will cover the cost for parts and labor it's an idea that they used to offer a customer discounts and extended warranty, sell you deals or give you discounts that's it.
  
  Also the *** corporation Goodwill program has yet to discuss with me anything in related to the any type of Goodwill my car has been repaired for almost a month and there hasn't been any offering as of yet.
  
  But you have ************************************** stating that it was already paid under the Goodwill program and still as a matter of fact they're supposed to call me today December 16th 2022 to discuss offerings of a Goodwill so how is it that they covered that.
  
  Inconsistent statement #3)
  The dealership stated quote, "We also provided him complimentary transportation."
  The dealership did not offer me this loaner as a courtesy are obligation to to provide me a loner vehicle because it is in my service contract.
  
  It's interesting that the Orange Buick dealership does not address any of the following listed below not responding to the
  horrible experience and extremely bad customer service by *********************************** and ************************* that ranged from misrepresenting the truth, harassment, subtle threats, total disregard for customers concerns for the dealership to provide proof that the service was completed
  and intimidation tactics.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Orange Buick dealerships response to my Better Business Bureau complaint
  
  Response
  The customer brought the vehicle to our shop for repairs. The vehicle would not start. We diagnosed it as needing a Fuel Pump Control Module. The customer approved the repair and approved some maintenance items to be performed. Once the Fuel Pump Control Module was installed the vehicle ran but the check engine light was on with codes pointing to a failed "in tank" pump. We agreed to cover the cost of replacing the pump for him through ************** Goodwill program.
  
  Inconsistent statement #1)
  The dealership stated, "We diagnosed it as needing a Fuel Pump Control Module,however, on October 8th at 8:16 a.m. ************************************, Service Advisor sent me this email stating quote,
  "Good morning ************, The chassis control module or body control module is what is needed, not the fuel pump control module. The body control module has a purpose in controlling auto electric units, like the fuel pump control module. The body control module is like the brain of the vehicle sending signals throughout the vehicle.
  The fuel pump itself is in an entirely different location being in the tank." end------
  
  My response: This would indicate that the chassis control module is a completely different part from the fuel control module and based on service advisor ************************* and the response that was given by the dealership assuming that it was the director of service *********************************** are both inconsistent.
  
  Secondly, prior to me bringing the vehicle into the dealership. ***** app had already indicated they were codes prior to me bringing it in.
  
  Inconsistent statement #2)
  
  The dealership stated, "We agreed to cover the cost of replacing the pump for him through ************** Goodwill program.
  
  My response:
  
  Orange Buick dealership never cover the cost to replace the fuel pump because the fuel pump was under the powertrain warranty. ************** Goodwill program is not a financial institution that will cover the cost for parts and labor it's an idea that they used to offer a customer discounts and extended warranty, sell you deals or give you discounts that's it.
  
  Also the *** corporation Goodwill program has yet to discuss with me anything in related to the any type of Goodwill my car has been repaired for almost a month and there hasn't been any offering as of yet.
  
  But you have ************************************** stating that it was already paid under the Goodwill program and still as a matter of fact they're supposed to call me today December 16th 2022 to discuss offerings of a Goodwill so how is it that they covered that.
  
  Inconsistent statement #3)
  The dealership stated quote, "We also provided him complimentary transportation."
  The dealership did not offer me this loaner as a courtesy are obligation to to provide me a loner vehicle because it is in my service contract.
  
  It's interesting that the Orange Buick dealership does not address any of the following listed below not responding to the
  horrible experience and extremely bad customer service by *********************************** and ************************* that ranged from misrepresenting the truth, harassment, subtle threats, total disregard for customers concerns for the dealership to provide proof that the service was completed
  and intimidation tactics.

  Customer Answer

  Date: 12/21/2022

  ***Document Attached***
  
  See Attachment/File: 20221221_025508

  Business Response

  Date: 12/29/2022

  Orange Buick GMC apologizes for this customer's dissatisfaction with our ****************************** We strive to provide exemplary service to the consumer. This Customer's desired resolution is to provide proof of the work completed, which is detailed on the customer repair order. The customer is welcome to contact ******************* the General Manager for any further discussion on this matter. Again, we apologize and have no further resolution for this customer.

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Rebuttal Response
  The dealership stated, "Orange Buick GMC apologizes for this customer's dissatisfaction with our ******************************* There is a lot more than dissatisfaction and unfortunately the dealership seems to think that just apologizing for misrepresenting the truth, harassment, subtle threats, total disregard for customers concerns for the dealership to provide proof that the service was completed
  and intimidation tactics committed by the Orange Buick dealership think they can just walk away without any repercussions or consequences.
  
  
  They also stayed at quote, "Orange Buick does not strive to provide exemplary service to the consumer. " if so, then why on Tue, Nov 22, 2022 at 9:14 AM, did *********************************** send this threatening email and then lie about the battery test results
  
  Good morning ************,
  
  No, I am not concerned with the times you get off work only the time I need to be here for when you pick up. I told you I would cover the labor to replace the battery I also told you how I tested it and the model of tester. service ************************************************ town for a gm dealership. Our reputation is very important to us. Ill make this very simple. Return your loaner. Ill pull all the parts out of your vehicle and you can get it towed out. Why would I pay a technician to replace a battery you had installed elsewhere. I will put no more effort into this matter. You can come get your running vehicle today or I will proceed with putting the defective parts back in it and begin charging you for the loaner you are driving.
  *****************************
  Service and Parts Director
  Orange Buick GMC
  3883 **************
  *******, ** 32808
  ******************** and on 11/17/22 at approximately 8:22 a.m. why did *********************************** send a email, alleging the battery was dead and couldn't take a charge stating quote,
  
  We tested the battery for two hours then it failed a test with a midtronics battery tester. It will not start the car.
  
  *****************************
  Service and Parts Director
  Orange Buick GMC
  
  However, *********************** was given the opportunity to provide proof on the test results that he claim that the battery was dead and could not hold a charge.
  
  It was later discovered that *************************** statements that the battery was dead and could not hold a charged was inconsistent with the proof, I have in my possession of the test results that was done at AutoZone.
  
  AutoZone 6240
  1153 *************
  *******, **
  **************
  Store Transaction #:874917
  
  Witnesses:
  AutoZone manager, ******
  AutoZone employee ******
  
  I went to AutoZone where I originally purchased the battery and got another battery and brought it to Orange Buick dealership so that *********************** can replace it.
  
  AutoZone used the same or similar type of testing device as ************************ and the battery display information that the battery was in fact hold a charge and several images that confirmed this fact.
  
  Both supporting witnesses confirmed and said the battery was good.
  
  Now AutoZone has to deal with the fact that they've lost $229 and had to damage out their battery that is practically brand new.
  
  When around the time that they were close to finishing up with my vehicle, they continuously harassed me and attempted force me to return their loaner vehicle with
  ridiculous and unreasonable circumstances and yet proved that they were only thinking of themselves when it cames to providing basic customer service.
  
  Good morning ***********************,
  
  Please note, I am in receipt of all of ******* ********* emails that he sent me yesterday November 21st 2022 that can be viewed at the bottom of this email.
  
  I did notify ***************** on his initial email that he sent to me yesterday to cease and desist from emailing me and that any other email sent from him after that will be considered harassment.
  
  Unfortunately, after notifying ***************** not to email me anymore, On Mon, Nov 21, 2022 at 1:30 PM, he still continued to email me by copying me in an email he sent *******************, after I made that request.
  
  
  
  ****************************************** emails
  
  
  Mon, Nov 21, 2022 at 10:16 AM
  
  Subject: Invoice RO 6075717
  
  Good morning ************
  
  Per your request attached is a copy of the invoice you were handed on Friday 11/18/2022 when you came pick up your vehicle at said day you were told it would be completed.
  
  Thank you
  
  *************************
  
  Orange Buick GMC
  
  3883 **************. ******* **. 32808
  
  ********************
  
  
  On Mon, Nov 21, 2022 at 12:00 PM, ***** D<*********************************> wrote:
  
  ************
  
  I understand you only want to speak with ****, but since you do attach me in the emails you send, the goal is to get your vehicle back in your hands as soon as possible so we can retrieve our loaner as other customers of ours do need it. **** is currently unavailable and we are just trying to get your vehicle back into your hands as fast as possible.
  
  Lets progress forward and accomplish this today. Service is closed at 7:00 if you could sign the invoice sent to you and scan it over to us so we can submit to Geico to get paid on their portion it would expedite the pick up process.
  
  Thank you
  
  *************************
  
  Orange Buick GMC
  
  3883 **************. ******* **. 32808
  
  ********************
  
  
  On 11/21/222 at 1:14pm
  
  ************,
  
  You have your invoice, are we moving forward in getting your vehicle back into your hands or are you refusing to complete the necessary steps to pick up your vehicle today?
  
  Thank you
  
  *************************
  
  Orange Buick GMC
  
  3883 **************. ******* **. 32808
  
  ********************
  
  
  On Mon, Nov 21, 2022 at 1:30 PM, ************
  
  <*********************************> wrote:
  
  Good afternoon *****,
  
  Since **** is unavailable and communication doesn't clearly state when arrangements have been made. This is to inform you on the situation ************ seems to be refusing to move forward in getting his vehicle back into his hands today as he all but stated he will not do so. His refusal to deal with personnel that is available for his immediate attention is concern in retrieving our vehicle back form him in a timely manner as his vehicle has been complete on the date he was told it would be back on 11/18/2022. He has since then been sent an invoice via email at his request with Geico personnel attached, so either they are refusing to assist ************ in moving forward with a non signed invoice or they have muted the conversation.
  
  Thank you
  
  *************************
  
  Orange Buick GMC
  3883 **************. ******* **. 32808
  ********************
  
  
  

  Customer Answer

  Date: 01/04/2023

  ***Document Attached***
  
  See Attachment/File: Screenshot_20230104-225743_Yahoo Mail.jpg

  Customer Answer

  Date: 01/05/2023

  ***Document Attached***
  
  See Attachment/File: 20221117_115730

• Initial Complaint

  Date:12/06/2022

  Type:Product 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.

  Took my car in a Friday 12-3-2022 for an oil change. When my vehicle was brought to me my check engine light was on, at this time I made a uturn in the parking lot And stated to the service provider that my check engine light was on and it wasn't on prior to me bringing my vehicle in. The service provider contacted someone else and had them take a look at the issue. The other gentleman ran a scan on the car and without telling me what the issue was they cleared it and stated it's sometimes normal for a check engine light to come on after an oil change. I have never seen this happen so with the issue being fixed at the time I took My car and went about my day. Hours later I started my car and the check engine light was back on. After driving a few miles the car started to drive directly. So I called the dealership tge same day to make them aware of the issue. On December 6 2022 I had an appointment at 9 am. Upon arrival I started speaking with a gentleman wich proceeded to tell me that they would not loo k at my car unless I committed to $106 Diagnosis fee. The issue was explained that I was there prior that outcome still became the same I asked for my keys after ************** basically told me that his people don't work for free As if I was there to get free service. I then asked for my keys and proceeded to drive to another mechanic which ran a diagnostics and basically told me that a sensor was my functioning that was next to my (oil Pan) And was now somehow bad and needed to be replaced which could have been tampered or Disconnected during the initial oil change. GMC refuse to take a look at a small issue without making the point of wanting to charge me extra money or taking a responsibility that 1 of their staff could have made a mistake and all I wanted was for it to be fixed.

  Business Response

  Date: 12/15/2022

  When the technician performed the oil and filter change on this vehicle, he did not notice the check engine light. When she returned with the vehicle ************** checked for a code, it was a history code so the technician cleared the code to reset the check engine light. The customer came in for her appointment and we told her that if she needed repairs related to the oil and filter change there would be no charge. If the vehicle needed repairs unrelated to the oil and filter change there would be a charge for the repairs. If she refused the repairs the charge would be for diagnosis. The customer did not agree that she may be responsible for any charges and she left. We did not charge the customer so we will attemp to contact her to see what refund she is requesting.

• Initial Complaint

  Date:11/21/2022

  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 car was flooded. I brought it to Orange Buick GMC to have it cleaned and the carpet replaced. They had it for about 4 weeks. At one point they drove it out of the lot for 10 miles without notifying me. During the whole process, I had to continuously ask for updates or go into the service department to find out what was wrong/ what the progress was. I also lost a couple of hours of work doing so and had to spend more money to pay for a Lyft to go to work. I got my car back and drove it for about 2-3 days before noticing mold. They did not do anything and made me pay. They thought that they could get away with my money and time without me noticing that they did absolutely nothing. They never issued me, the owner a formal apology. I didn't even know that they refunded my money until 3 weeks later and that was because my parents had to call them about it. I've had to purchase a new car. I did not expect to do that so soon because I've only had that previous car for about 2 months. It was a brand new Buick Encore GX 2022. I've lost thousands of dollars because of their neglect and they made it seem like it was no big deal to drive around in a moldy car. The service was horrible and the people are even worst. They offered to have my car fixed which they couldn't do in the first place. The seats, the ceiling, and almost everything in the car would need to be replaced because of mold spores. I would've probably had to pay for that out of pocket or pray that my insurance would cover that. However, they only offered to replace the carpet. I don't think they understand how mold works and I doubt they would like it if their family member had to go through with what they did to me. It seems like they also don't want to be held accountable for their actions. Not to mention they stated that they installed my heated seats and claimed that the warranty covered it when that would be impossible. The seats could've only been installed at the dealership the car was purchased at.

  Business Response

  Date: 11/23/2022

  The vehicle was here for flood damage due to hurricane ***. The repair was delayed due to parts unavailability. The customer came in to check on the vehicle on a Friday when both the technician assigned to the vehicle and her Service Consultant were not in. The Service Consultant assisting the customer at the time incorrectly assumed the vehicle was completed. He released the vehicle back to the customer and collected payment. We realized on Monday that the vehicle was mistakenly released without completing the repairs. Our Service Manager spoke to the vehicle owner and the owners parents. They were not willing to bring the vehicle back in so we refunded them the charges which they had paid when the vehicle was picked up. We were more than willing to remedy the situation and work with their insurance company had they been willing to return the vehicle to our service department to complete the repairs.
  
  

  Customer Answer

  Date: 12/01/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have continuously tried to stay in contact in order to get an update since no one would tell me what they were doing. I called in advanced before coming into the shop. I was told that it would be done on the 29th which is the date I came in. I did not show up on a Friday unannounced. I came in on a Saturday. I would know because I had to go to work late that day. If you guy's noticed that nothing was done to the vehicle why did no one told me that. I had to be the one to call yet again letting you guys know what I found in my car. The service manager only spoke to me when I called them about the problem first so don't make it seem like you guys were actually doing the work. Tell me why would I bring in my car to get fixed when you guys couldn't even do it in the first place. Why would I bring my car back to a place that would constantly lie about any and everything? If I wanted to have a moldy car I would've kept it in my own parking lot. You guys did not sound willing on the phone. If anything you guys sounded very annoyed. I have not received any apologies from anyone in that service department regarding what they have done. I wasn't even made aware of the refund until 3 weeks later when I yet again had to call. This company has constantly tried to make it seem like what they did was no big deal. I do not trust them at all.

  Business Response

  Date: 12/15/2022

  My apology for having the date wrong regarding the customer picking up her vehicle. Indeed this customer came in on a Saturday. It is unfortunate that one of our staff released the vehicle not knowing that the repairs were incomplete. We open on Saturday with a minimal technician staff and only one or two service consultants. The consultant and the technician who had been working with this vehicle were both off. We are mindful that this is not acceptable, and we do apologize for the confusion. The vehicle was in the service facility for 4 weeks and the parts were still delayed. Our Service Director was in contact with the customer and their insurance adjuster. After the vehicle was released to the customer without having completed the repairs, our Service Director personally contacted both her and her parents, he apologized for the confusion and asked that they return the vehcile to the shop. The insurance company authorized all of the repairs, so the customer would only have to pay their deductible. We offered the customer complimentary transportation while we completed the repair. The Customer refused to return the vehicle to our ******************* All of the customers payment was refunded immediately. We continue to apologize for the misunderstanding. Unfortunately, we are unable to proceed with any further remedy unless the customer returns with the vehicle for repairs.