ComplaintsforBuick GMC Pensacola

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a 2014 GMC Acadia Denali. The transmission went out and I had it towed to the dealership to have it checked out. Thanks to extended warranty I received a new transmission and am happy with that. The dealership had my car for 3-4 weeks for these repairs. The day after picking up my car I realized that the clear plastic cover on the body taillight on the passenger side was missing. I know for a fact that this cover was intact when the car was delivered to the dealership. I took the car back in and questioned them and of course they refused to replace what went missing while in their possession. The gentleman who I was talking to said that he has known those SEALED plastic covers to fall off during transport by the towing company. My thoughts are it is just as easy to be broken or removed for another vehical while in the shop for the 3 to 4 weeks. I can't prove that is was there and they can't prove that it wasn't.....They were glad to quote me to replace this cover for a little over $900 plus over $100 in labor. I am an honest man and I believe that if you do someone wrong then it will come back to you in some way......I KNOW the cover was there when the car was delivered as 2 days after the car was delivered to the dealership I went by to check the car for something I was missing and I opened the back to look and I remembered the cover being there. Without the cover the taillight is quite vibrant and would have stood out.

  Business response

  11/01/2023

  Good afternoon, I am taking a look into this now and gettting with the Service Manager. Please allow for 24 hours and someone will be in conact with you. In the mean time feel free to call us 850-275-1522 if anything further comes out. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a used car from this dealership over 5 weeks ago and have not taken possession yet. They continue to give me the runaround on radio issues and delays to fix the issue. I paid for the car in cash and have received the title and tag but no car yet. The have terrible customer service and do not care after they receive they payment.

  Business response

  10/04/2023

  Hello, my name is Leigha with Customer Success at Corporate. I do apologize that you have not gotten your vehicle yet, however some parts for vehicles take longer than usual to get in. I do apologize you feel our customer service is not up to par. Upon checking my records, it looks like our Sales Manager Kim has offered you resoultion as of 10/3/23 to cut you a check and have the vehicle delivered to you. At this time there is nothing else that we can offer you since resolution has been offered and accepted. Please let me know if there is anything else I can do for you. 

  Customer response

  10/05/2023

  
  Complaint: 20693415
  
  I am rejecting this response because:
  
  This has been offered and accepted but the car abs check are yet to be delivered. In addition, the car dealership has not followed up and will not communicate with me on next steps. I was promised to receive the car on Friday 10/6 but have not received communication nor does anyone at the dealership seem to have an update when I call them. 
  

  
  Sincerely,
  
  Sarah *********

  Business response

  10/06/2023

  I do understand, checks do take some time to cut. I will get with Kim and have her contact you. 

  Customer response

  10/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20693415, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sarah *********

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a used 2018 Sierra GMC from Buick GMC Cadillac aka Step one Automotive group. Was charged a Dealership Prep Fee, then price owned on Trade-ins was not met. Truck just yesterday, upon trying to retrieve my spare to change a flat. Truck had no spare tire. After paying $34,000 plus, you would think it would have a spare tire and rim. Per Lady at Dealership today. Most Trucks are sold without a spare. Are you kidding me? Told them what I thought (Bull SH#$). Truck stunk off heavy cigar smoke. Thou assured they could remove this stench, they could not. I still spray my truck with febreeze, also engine compartment was never detailed. They Owe us the $2,500 difference in trade off, and Dealer Prep Fee. Truck was never cleaned after 3.5 attempts. Per Mr Jeremy, he was firing clean up crew. Wanted a 4th try to clean up what should have been done in 2 tries.

  Business response

  07/31/2023

  We gave Mr. ***** the option of allowing us to have the truck professionally detailed in order to get rid of the smell, but he refused. As for the spare tire, that does happen. 

  Customer response

  07/31/2023

  
  Complaint: 20249501
  
  I am rejecting this response because: Dealership attempt to clean vehicle (3 times) were a failure. Only after cleaning every surface of the interior, plus a bottle of febreeze was I able to remove the stench off cigars. Told your salesman deal was off if you could not. As for a spare tire, and I paying the dealer prep cost. No Respectable Dealership passes this cost to customer. Price of Truck should have then been lowered. Crack windshield, key fob and key cutting is dealer cost, not the customer. Told my wife let’s leave this place, and go to another dealership. Also your Salesman should not guarantee smell would be removed when you could not. Lost money due to how he wrote contract. Ended owing $2,500. In my 66 years of buying vehicles have I experienced such a Failure to Communicate. I can file a complaint with Dealer Rater. Cost to prep vehicle is on dealership. 
  
  Sincerely,
  
  Josue *****

  Customer response

  08/01/2023

  This truck is a useles tool without a spare tire and rim. Talked to many Dealerships, and none to include GMC in Milton would sell a Nice Vehicle without a spare tire and Rim.

  Dealership made 3 attempts to clean interior. Pre Mr ******* they had a machine that could remove the cigarette smoke. I quit smoking 16 years ago, and hate this stench. Upon Dealership Failure to pay off both Trade-in’s; I should have returned the truck and demanded they return both Trade-ins. In 40 plus years of trading and buying vehicles, I have never experience this. Dealership Failed to address the problem. Salesman was told, to write the sales order as if we Owed $15,000 pre vehicle traded. Yet he insisted in accurate payoff. When accurate payoff was provided on Monday, **NO CHANGE** was made to buyers order at this time. Dealership failed to meet Honest Expectations, and Clarity of purchase order. Am asking for Dealership Prep and 3rd Trade-in cost. Am not asking for spare tire and rim. This should have been mounted on vehicle at time of sales: full stop. Mr *****l Lied, as did Sales Manger. After 3 failed attempts to remove the smoke. We should have surrendered this Truck back to Dealership. 

  Business response

  08/23/2023

  I apologize in the delay of this response. In order to rectify the situation with Mr. *****, Step One can supply a spare tire/wheel for his vehicle. 

  Customer response

  08/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20249501, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Josue *****

  what about other complaint? Went by business today. Person was off. Will accept spare tire. But what about my loss of 3rd vehicle? Mr *****l wrote contract wrong, and when provided with account numbers, with per diem, and total owed per vehicle: nothing was done to correct or reflect accurate pay off. We had to trade a 3 vehicle to satisfy payoff due to negligence by Stepone Automotive Group. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold my vehicle and seeking reimbursement for remaining balance on extended warranties. I have contacted the dealer every week since date of sale and nobody is responding to my messages on confirmed cancellation and reimbursement. Attaching screenshot of chat conversation since nobody would take my call.

  Business response

  07/19/2023

  We had received a request to cancel Mr. ****'s gap insurance but had not received one for his extended warranty. The screen shot of the chat he provided looks like he was chatting with the manufacturer, not Step One Automotive. They had not relayed any message to us to cancel an extended warranty. He can reach out to Kelli ***** at k*****@steponeauto.com and she will be able to help with the cancellation. 

• Initial Complaint

  06/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this organization May 23, 2022. I paid cash and also paid for Tennessee tags. It is now 30 days later, my temp tag has expired, I have not received my registration, title and tag info was supposed to have been mailed to my local tag office. After several calls to management, I have been told yesterday 6/22 they sent info to a 3rd party in VIRGINIA to take care of this??? Delaying even further me getting my registration, tag etc, and forcing me to drive illegally or stay at home. My temp tag is expired, local tag offic can do nothing without necessary paperwork!

  Business response

  09/29/2022

  Business Response /* (1000, 8, 2022/07/11) */ The customers paperwork was completed on 7/7/22 and during the time that it was still being completed by her state she was not driving without proper tag work. The title work has been sent to the customer and she should have received her documentation by this point. Consumer Response /* (3000, 10, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received paperwork STILL called local tag office, they have received nothing! I have a personalized tag in my local tag office, I am unable to use, because even though I purchased vehicle 5/23/22 paperwork not received. Another customer reached out to me, they purchased their car 5/21 and having same problem with this dealership. Company did sent me another temp tag...want my registration and paperwork!

*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. ↩