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:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problem isn't specifically just with this dealer, but with GMC in general. My 20** GMC *** truck is at this dealership with a mechanical problem that they cannot resolve, it's been there for four months, says October. I have a payment of $**** a month, it's under factory warranty, I need my truck for work and this is not reasonable.

  Business Response

  Date: 01/06/2025

  The customer's vehicle is at Hutchinson Cadillac GMC. The repair order was opened November 1, 2024, RO# *****. The vehicle has an engine concern involving failure of the turbo charger, that also damaged the catalytic convertors. The turbo charger assembly is on national back order from the manufacturer, GMC. We have recently received notice of release of the part stating it should be shipped on or about January **, 2025. Once the part has been received the truck should be repaired in two to three days. When the vehicle is repaired the dealer can then proceed with the process of asking for assistance and reimbursement of monthly payments for the customer's inconvenience. However, in most cases when the customer has been provided courtesy transportation, as in this case, payment may or may not be issued. The customer is also not cooperating with the dealership. We have been notified that he has been involved in an accident with our loaner vehicle. He refuses to provide the police report that is required by ****** GM's loaner and rental program. It also appears from pictures the vehicle cannot be driven, and the dealer will have to recover the vehicle from ********* in order to have it repaired. We must send the report to the insurance company and follow the guidelines. Let me assure you the dealer is doing everything possible to expedite the repairs for **. *****. However, we also need his cooperation in order to recover and repair the loaner vehicle.

• Initial Complaint

  Date:10/20/2023

  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.

  Today while I was at the dealership, they pushed a software update to my vehicle without my permission. The update failed and has disabled the infotainment system in my car. They want me to pay $190 for them to diagnose the problem and then pay for the repairs/fix. I did not authorize nor approve the software update. I want my vehicle repaired to original condition.

  Business Response

  Date: 10/20/2023

  Mr. ***** I am sorry for your frustration you had while visiting the dealership. Its certainly not our business model to up set customers. After doing some digging on this whole thing it seems GM vehicles are now equipped with over-the-air (OTA) software update and that's exactly what happened with your vehicle. Hutchinson did not do the update . like most cars it gets sent from the manufacturer when the vehicle has an open recall or has an update that needs tending too.. That is what prompted the message to come up on your screen . May have had something to do with the recall that's open on your vehicle. My understanding is that my service writer only explained that we would be happy to look at your car but in the event that your vehicle was not covered under warranty there would be a charge and if it was you would certainly not be charged for any work performed . After that you got ugly with him and stormed off .So would love to discuss this with you if you would like at the store to give you more clarity if you would like 

  thanks

  Steve w******

  General Manager

  Customer Answer

  Date: 11/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  At no time was I ugly or disrespectful to the employee. 
  

  this update was done by someone at GM/or the dealership without my permission or approval.

  repairs to return my vehicle to original condition should be done by Cadillac/GM/dealership.

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

  Business Response

  Date: 11/02/2023

  Mr.*****

  Unfortunately GM or Any other Manufacturer asks for permission before these updates are sent and  We have zero control over when GM sends these (OTA) updates. Same with every manufacturer they just go out randomly based of the vehicle and what ever algorithm is set up with the manufacturer and there software. Also my understanding speaking with Chuck my service manager you vehicle does need a Telematics Module as well that is not covered under warranty. I can help you with the cost of this if you would like to move forward with it and discount  it down from retail.

  Thanks

  STEVE W******

  GENERAL MANAGER

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

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have been informed by GM Customer Care the dealership in question wishes for me to take my vehicle somewhere else for service.

  They damaged my vehicle and are refusing to fix their damage.

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

• Initial Complaint

  Date:08/11/2022

  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.

  On July ** 2022 I purchased a 2020 ***** ***** Negotiated on price of $75,000. We went back and forth on percentage rate. Finally I was assured it would be 4% or less. At signing it had magically went up to 6%. I previously asked about approximate price of a warranty in case we wanted to add it, when we went to finance to sign papers they had already added it in. I was ok with this, its peace of mind. They were very fast pace and vague on explaining things. Had to keep asking questions, couldn't understand finance manager. Finally finished and on our 4 and 1/2 hour drive home I noticed they had the purchase price wrong. I texted Matthew and no response, I called the next day and no return call. I called again Friday and Finance Manager told me the difference in price was the Hutchinson Advantage package was told Matthew would call me. Never did! Was never told about this, never ever mentioned this to me. Had no idea what it was! They added $2,788.00 to purchase price for this so called package I will never use. I live 4 and 1/2 hours away. Was missing the tray for center console, was told it would be ordered and sent to me. Never received it. Also was told I had free ****** and ** radio and he would set all that up for me. Never did! I have yet to hear from anyone. I would like a refund for the Advantage package. It is absolutely ridiculous that they have to be so sneaky and add things to your purchase price that you don't even know about. Then will not return your call. I was going to refer my mother in law and daughter that are in the market for a new car. Now Im having second thoughts. Word of mouth goes far. This is not the amount of the purchase price we agreed on! I want a refund!!!

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/08/12) */
  I UNDERSTAND THE FRUSTRATION ON THE CENTER CONSOLE TRAY . I AM GOING TO HAVE MATTHEW FOLLOW UP WITH PARTS AND CONTACT YOU ASAP ON GETTING THAT TO YOU. AS FAR AS THE NUMBERS YOU BOUGHT THE TRUCK FOR 75000 SALE PRICE PLUS THE HUTCH ADVANTAGE OF 2799 WHICH WAS ALL COMPLETLY DISCLOSED ON THE WORK SHEET / CONTRACT THAT YOU SIGNED. ALSO THIS WAS ON OUR WEBSITE FULLY DISCLOSED AS WELL. IVE GOT COPIES OF ALL THE DOCUMENTS AND WOULD BE MORE THEN HAPPY TO GO OVER THESE WITH YOU.
  THANKS
  STEVE *******
  GENERAL MANAGER
  HUTCHINSON BUICK GMC CADILLAC
  
  
  Consumer Response /* (3000, 7, 2022/08/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never went on the website. We pulled in to the dealership to look. Matthew was the one that told me about the truck and that someone was driving it while his truck was being repaired. Again how could you charge this amount for the advantage package to someone that will never use it? I can not drive four and 1/2 hours to benefit from something that was never mentioned during the sell. Yes I would like to see the worksheet. I am still wondering how the percentage rate changed after I was promised something different. Thank you for checking on the center console tray. Also still wondering about ** radio and ****** that was never setup. Being avoided after the sell was very frustrating. I guess with Matthew it was all about sell!
  
  
  Consumer Response /* (3000, 16, 2022/12/12) */
  I have not heard from anyone concerning the refund of the Hutch Advantage $2,799.00.
  I was never told about this and never agreed to this charge. I had absolutely no idea what it even was. If I would have known I was being charged extra for this I probably would not have bought the truck. I would have went else where. I will never use this package living 4 1/2 hours away. Should have the option to purchase this if wanted. Not automatically charged reguardles. To add to this frustration I also had my drivers license suspended because the title and registration was never done. I had already canceled my insurance on the old car and added the new truck. The insurance company still showed the old car in my name with out insurance and suspended my DR Lic. They were extremely slow at getting the transfer done. I had a temp tag that had expired and was still waiting on the new registration. When I called they said they were backed up and to put my metal plate on. By law that is illegal, but I guess I had no choice.
  I guess if the dealership puts you off long enough they hope you will give up and forget!
  
  
  Business Response /* (4000, 18, 2022/12/14) */
  Spoke with customer today and she is satisfied and has my contact info. We were able to clear things up.
  
  Steve *******
  
  Consumer Response
  Resolved