Complaints

This profile includes complaints for Capital Buick GMC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Capital Buick GMC

  2150 Cobb Pkwy SE Smyrna, GA 30080-7630

  
• 

  Capital Buick GMC

  2155 Cobb Pkwy SE Smyrna, GA 30080-7632

  
• 

  Capital Buick GMC

  PO Box 1063 Roswell, GA 30077-1063

  

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:04/01/2024

  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 February 27th I took my Buick Enclave to Capital Buick for diagnostics.2150 ************* ******, ** I took my buick enclave in because of a rumbling noise and a slight squeal noise. Diagnostic found it needed a transmission mount $898.00 and power steering box,2 hoses for ******** Told Assured guard I had no power steering fluid was bone dry like I don't service my car so Assure guard denied power steering box. My warranty Assure guard denied power steering box and hoses.Told *** in service I'll just come get my car she said you can't cause car is taken apart. So buick repaired the mounts my warranty Assure guard paid $898.00 and my car is still making the same noise. Buick did not fix my car.Buick has a recall on my 2014 Enclave it's been about 2yrs. now still don't have the parts for Recall.

  

  Business Response

  Date: 04/03/2024

  Thank you for allowing us to provide further information regarding this customer. 
  
  The customer's warranty company is the party responsible who denied her claim for power steering repairs. The warranty company is the one that inquired about prior maintenance to the power steering. Her warranty company is also the one who approved replacing the mount as it was obviously broken as per their own inspection.
  The customer's information is not clear as to what problem is not repaired, however, we are glad to reinspect the vehicle along with her extended warranty company to see what the issue is.
  
  In regard to the recall concern, there is a recall on the vehicle from General Motors regarding the airbags and there is no remedy available. Meaning, General Motors does not have a repair available as yet. I have included a copy of the recall below as it applies to the customer's vehicle.
  
  We did not sell this vehicle to the customer or sell them the extended warranty.
  If the customer seeks additional repairs or reimbursement, they would need to take it up with the warranty company who actually paid for the repairs that were performed.
  
  We regret any misunderstanding the customer may have."
  
  
  
  
  
  *****************************
  Service Manager
  Capital Buick GMC
  ************

• Initial Complaint

  Date:11/01/2023

  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.

  This location is quoting unnecessary repairs at high costs without even looking at vehicles. This is specific to service adviser **** who tried to get me to pay 2k without even looking at my vehicle. When I refused, he begrudgingly offered to run a diagnostic for 189. This was NOT offered first. This business is trying to take money for repairs that *** not be necessary.

  

  Business Response

  Date: 11/01/2023

  ***** me to apologize for any misconceptions. We would never try to have a customer pay for any repairs prior to diagnosis of their vehicle. There are times when a customer will ask for a quote on a repair from another entity and we will provide that information as a quote but would never try to have the customer pay for repairs without first looking at the actual vehicle.

  The customer brought in a report that they had obtained from another party as to what was wrong with their vehicle and requested a quote based on that information. Our Advisor, Radi provided a verbal quote and offered to reinspect the vehicle but the customer did not want to incur the expense of $189.00 for having it diagnosed, became agitated and left.

  We will block all contact as per their request.

   

  Sincerely,

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

  Service Manager

  Capital Buick GMC

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20808693
  
  I am rejecting this response because:

  This Information is untrue. 
  I simply provided an engine code. 

  A reinspection was NOT offered until I rejected the repair price of 2k that was given without even looking at the vehicle. An inspection should have been offered first. It will be 189 to inspect the vehicle is all that needed to be said. How is possible that you can quote a repair price without doing an inspection first? I did not request a quote. I brought my car in for a repair and left because of the customer service received. 189 would have been paid if the service advisor was not so dismissive. Feel free to review your camera footage thanks  

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

  

  Business Response

  Date: 11/02/2023

  We simply gave you the price of the item associated with the code that you provided. We did not at any time ask for payment in advance. I'm sorry for the confusion but we would have not taken money from you and there was no transaction. We have removed you from any future contact as you have requested. 

• Initial Complaint

  Date:06/16/2023

  Type:Sales and Advertising 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.

  Unprofessional Practices and Overcharging for *** Accessories---My husband and I purchased a truck from *** Capital Buick in ****** ** on May 24th. We went there with our own financing. The first problem was they was telling us in order to purchase the truck we had to to purchase their protection plan which was a total of $1995.00. I told them I never heard of such a thing. If its an option why do we have to purchase it? Next the salesman came back and stated while we can give you a discount on the protection plan. I informed the salesman we didn't want it at all because we shouldn't have to purchase there protection plan. After constantly trying to force us to purchase it he came back and said okay well you all don't have to get it but you will get less on your trade in. After constantly going back and forth with this salesman they gave us $19,000 on our trade in which was worth $***** to $23000 and removed their protection plan. There was a total of $6000 Capital *** discount, $2500.00 *** Loyalty discount, and *** Bonus of $1500. So they said they were giving us ***** for our trade in but the rest for our trade amount which was $2000 would be coming out of of the $6000.00 *** discount. Which my husband and I asked them how can you take the rest of our trade in amount from the money that was already discounted on the truck? We had our own financing, but they told us we could get a better deal if we finance through them. So we agreed to them running our credit report. Once we went to the finance department the finance manager stated that the interest rate that she had for us was 9 point something for 72 months which would have been a total of 9 hundred and something dollars a month. We told them that wasn't better than the financing we already had. I informed them that we wanted to go with our own finance company but they told us if we chose to do that we would lose the Capital Buick discount which was a total of $4000. Then ***** says to us well I can get you **** interest rate for 84 months $793.73 a month to go with their financing. Well we didn't want to lose out on the $4000.00 off so we agreed only after telling them we never heard of such a thing. That if a consumer didn't go with the dealership financing company we would be eligible for the discount. That's not what they advertised on their website. Later on that day I realized Capital ran I credit more than one time without asking our permission. Also, we thought we were purchasing a truck with a total of 9 miles on it and that's what was on the Odometer Mileage Statement. Calling our ********************** to switch over our insurance from the *** Canyon to the *** ***************** ask us for the current mileage then we realized that the mileage of the truck was actually 444 miles. We contacted the salesman about it the same day. He stated that it wasn't unusual to have more miles on a new truck do to test driving. May 30th I went to the dealership to speak with Management about the issue. The finance manager tried to get me to sign a new Odometer Mileage Statement. I told her I wasn't signing that because we thought we were purchasing a truck with 9 miles on it. Once I got in the office to speak with the Sales Manager ********************* was very rude he was telling me there's nothing he could do about it because the truck belong to us now. I responded and told ***** the truck that we thought we was purchasing had a total of 9 miles on it not 444 miles. ********************* was rude stating there's nothing that they can do. I put the *** truck keys on his desk and walked out. He said well its your truck its going to get repossessed if you don't take it. My husband calls me and Uber and I went home 30 to 40 minutes later ***** calls my husband and offers to pay the first truck note for the mileage. Which wasn't suffice in my opinion, but we agreed because we already had traded in our *** Canyon with Capital, and we didn't have that transportation anymore. The next problem arises on June 8th when I contacted the salesman to inform him that I had a look at the *** Accessories website that we were getting on our truck and we were charged more than what the accessories actually cost. The salesman forwards my issue to the Sales Manager which is ***** and stated that he would be reaching out to me that day. I never heard from *****. I emailed him and a group of managers at Capital that morning with the same information. He informed me that $4396.00 was the price we agreed on during the sale for accessories through the email. I told him that it wasn't a price we should have agreed on when it came to the accessories for the truck during the sale we should have been giving the correct price for the accessories at the time of the sale. The actual price for the accessories from the *** website was a total of $3373.84 because we were already *** customers we were supposed to get 20% off that was the current deal and the total price of the accessories should have been $2791.04 with the offer of GET20. I provided ***** with this information through and email which the salesman ***** told me he forward the information to ***** but ***** refuse to refund us for overcharging ** for the *** accessories. My husband gave ***** the sales manager a call in reference to the issue. ***** was very rude with my husband and said unprofessional things. NO RESOULTION as of 6/16/2023.

  

  Business Response

  Date: 06/26/2023

   

  Customer came in a week after their purchase, to get accessories put on. During this visit she let us know that her paperwork had 9 miles on it, but the vehicle had 400 miles on it. We did apologize even though they had the vehicle for a week and we are not sure how many miles they put on it.  We have offered to reimburse the first car payment as a goodwill gesture but that wasn't acceptable to the customer.  That is all we are willing to do for this customer at this point.  We don't feel like we've done anything wrong. 

   

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

  General Sales Manager

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20197310
  
  I am rejecting this response because: ***** you should get an award for being the best liar. On May 24th right after leaving the dealership in the truck I got on my cell to call State Farm to switch over the car insurance from the *** Canyon to the *** ****** they asked me multiple questions about the truck. One of the questions they asked me about the truck was the mileage. How many miles is on the truck *************** per state farm agent. I looked over for the mileage at that moment it said 443. The same day we purchased the vehicle. Also, my husband called ************** after we left the dealership and spoke with him about about the mileage. ************** response was its not unusual for a truck to have miles on it due to test driving. So on May 29th I text ************* myself about the issue because I wasn't comfortable with the excuse that was given to my husband about the mileage of the truck. The Next day which was May 30th I spoke with ************** and ***** in person. Which ***** initially gave me all kind of excuses. He only offered paying the first truck note after I left the dealership leaving the truck there because of his dishonesty.
  

  ***** also overcharged ** for the *** accessories. He knew the correct price of the accessories for the truck at the time but chose to overcharge us during the sale. I only found out the correct price after we signed the sales contract at the dealership. On June 8th I contacted ************** about the cost of the accessories. He informed me that he forward the information to management. Of course management did not reach out to me that day. So I emailed management myself the following morning on June 9th. Then I finally got a response from *****. If you have a look at the attachment you will see his response. The other attachment shows our appointment day and time with the price of the vehicle and accessories from Capital Buicks *** website but we went in a day earlier than the initial appointment.  The next attachment shows the correct price for the *** accessories from the *** website. There were multiple dealerships that provided the accessories but Capital Buick is not on the dealer list for that area.  The nearest dealership that provided the accessories was *******************. All the dealerships on the *** website has the same price for every item which was lower than what ***** wrote up in our sales contract.  If you go on Capital Buick GMC Accessories Page *************************************************************** its not available the page gives an error. Thats because Capital isnt on the list of dealers for *** accessories. So why when[T1] [T2] [T3] [T4] [T5]  my husband and I went to Capital Buick GMC LLC website, ******************************************, on May 14 to create our deal the accessories page was available then but not now? Thats because a consumer which is me realized that they cheated us and I brought it to their attention that we were aware of the overcharges.
  

  Since I didn't know the correct price for each item at the time during the sale *************** it as an opportunity to overcharge us. Instead of saying ****************** and *************** those items don't cost that much this is the correct price of each accessory but he savored that moment to cheat us.  
  So NO ***** we did not put those miles on the truck they were already there. State Farm has it documented and the Salesman ************** would verify that my husband contacted him the same day of the sale by phone to ask about the mileage and how many miles was on the vehicle. An that's where the problem comes in at ***** you have gotten so use to manipulating and cheating consumers that's exactly why you don't feel like you have done anything wrong. Rather you feel like it or not wrong is wrong and right is right Sir.
  
  
  
  Sincerely,
  
  *********************** and *******************************

  

  Business Response

  Date: 07/05/2023

  Capital Buick GMC strives to have every one of our customers completely satisfied but in this case that might not be possible.  Capital Buick GMC reimbursed ****************** $793.73 as a goodwill gesture for the inconvenience concerning the mileage.  We also reimbursed him $665.00 for the toolbox he didn't put on his vehicle.  We aren't going to make any further offers to *******************

   

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

  Controller

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20197310
  
  I am rejecting this response because: The reimbursement for the toolbox is not the correct amount.We paid $857.00 for it but was only sent a check for $665.00.  Of course, the correct price of the toolbox per *** is $665.00 but ***** decided to charge us $857.00.  We were overcharged and was not sent a check for the correct amount we paid.
  

  Also, the mileage on the truck is on Capital Buick GMC falsifying the mileage of a vehicle on the Odometer Mileage Statement is consider against the law. So, *********************** did not do us a favor by offering to pay the first truck note of $793.73. We are paying customers and wasnt given anything. What ***** did do knowingly and willingly choose to overcharge ** for the *** accessories maam.
  
  Sincerely,
  
  ****** Brown

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  *********************** & *******************************

• Initial Complaint

  Date:09/27/2022

  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.

  On September 9th I took my car in for a recall on the back left suspension i believe . During that process , I did not pay anything for service . They held my car for 3-4 days to replace the recall . They ran into some trouble while replacing it , therefore leaving my car there for 3-4 days. I received my car back and continued to drive . I do not drive long distance to work or for personal errands . Today , September 27 I received a alert about a Service needed on my Stallitrack . I begun to look up the part and find out what it means . From the information I gathered , it seems like the service alert has something to do with the recall area that I originally brought it in for . Now , I will have to take my car back to the service center and get it serviced . I spoke with the service department and they said if they diagnose the car and it is not on their wrong doing then I will be required to pay $160 . I believe this is unfair - due to me taking the car in previously and now having to pay for a diagnostic. At this time I cannot afford to pay $160 for a problem that was not caused by me . I am looking to see who can I speak with in regards of waiving the $160 diagnostics , as well as having someone supervise the technician or manager as they are looking at the car .

  

  Business Response

  Date: 09/28/2022

  We agree with *********************  We will not charge her a diagnostic fee to determine what is causing the new service alert.  ***************************, our service manager, is going to reach out to ******************** to setup an appointment.  Thank you and we do apologize we didn't handle this differently from the beginning.