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:02/18/2025

  Type:Service or Repair 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 1/21/25 I went to ***** for a simple oil change $76.39. At the time of this service appointment, I was told by ****** ********* that my cylinder head gasket was leaking, and not safe to drive. To repair this, it was going to cost me $3816.83. I got a few quotes outside of *****, and they all told me to NOT drive my car it could mess up my engine and very dangerous. Scared and stressed for my children's safety I parked my car, and did not drive it until 2/13/25. On 1/29/25 I rented a car from **** $560.00 to drive until 2/13/25 again for my safety. From 1/31/25-2/11/25 I played phone tag with ****** at ***** about using a loaner car and when I could tow my car to ***** for service.HE NEVER CALLED ME BACK. I expressed to him several times I needed a car, and I was wasting money on a rental. I finally gave up and I had AAA tow my car on 2/12/25 to diff auto repair shop for 2nd opinion. After the tow I had to rent another car through HERTZ FOR $250.00 to get around until they could tell me what was wrong with my car. To my surprise the same day the auto repair shop called me back not even three hours later to tell me NOTHING WAS WRONG WITH MY CAR! Sick to my stomach with confusion I said there must be some kind of mistake. They ran a full diagnostic on my car they couldn't find anything. Not only did ***** deliberately lie about a repair I DID NOT NEED to take my money I will never trust them to touch my car again. I am a hard-working single mom who purchased my car from ***** and faithfully paid for all my services at the dealership. They essentially committed consumer fraud trying to scam me with charging me an insane amount of money for a repair that never existed. The only resolution I want is my rental car money refunded, and my oil change refunded immediately. I'm DISGUSTED they lost a loyal customer. This has caused so much emotional stress exaggerating a nonexistent problem to scam a worried mother who did NOTHING to deserve this! HAVE DOCUMENTATION FOR PROOF

  Business Response

  Date: 02/19/2025

  To whom it may concern, 

      We met with the client this morning and came to a solution that works for all parties.  The client stated they will also be reaching out to close the case.  Please let me know if you require anything further.  

   

  Skip ****** & ******* ******

  GM & Service Director

  Cardinal Buick GMC

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

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

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:02/05/2025

  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 was experiencing issues with my 2017 GMC ****** 1500, which turned out to be the well-known transmission problem for this model year. I dropped my vehicle off at the dealership on December 28. On January 3, I was informed that the transmission had just been ordered. Three weeks later told it could be up to 3 months for a new transmission. Vehicle still sitting at dealership with no fix date.Then, I received a callnot from the dealership, but from the Belleville policeinforming me that my truck had been left on cinder blocks and that my ************************************************* the dealerships parking lot.When I called the dealership to ask why the police contacted me first instead of them, they had no clear answer. When I asked what they planned to do about the theft, they simply told me I would need to file a claim with my insurance. This is unacceptable.

  Business Response

  Date: 02/05/2025

  To whom it may concern:

       Mr. ********** complaint is accurate.  His vehicle has been sitting in our Service Lot waiting on a backordered transmission/parts.  Mr. ******** did sign a disclosure when he dropped off his vehicle releasing the dealership from any liability regarding theft, fire, etc while the vehicle is parked in our parking lot.  We also have signs clearly posted at the entrance/exit to our service department stating that we are not responsible for theft, fire etc.  Mr. ******** needs to claim this unfortunate theft on his vehicle insurance as that is what it is for.  Unfortunately, this is no different than going into a shopping mall or a movie theatre and coming out to find your vehicle on blocks.  The business is not liable for the theft...especially when there is a signed waiver for exactly that.  We very much appreciate Mr. ********** business as a customer of ********************** and we certainly would love to see him in our service department in the future.  We consider this matter closed unless the BBB requires anything further from us.  Please don't hesitate to contact me directly.  

   

  Skip ******

  General Manager

  Cardinal Buick GMC

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

  Customer Answer

  Date: 02/06/2025

  Complaint: 22902122
  
  I have reviewed the business' response and am rejecting it because:

  The dealership has failed to uphold its duty under Illinois bailment laws and garage keepers' liability statutes, and any disclaimer does not absolve it of liability for negligence. The vehicle was parked in an unsecured and unmonitored location, as documented in the Belleville Police Report.

  Under Illinois law, a dealership or repair facility acting as a bailee has a legal duty of care to take all reasonable and necessary precautions to safeguard vehicles in its possession. This obligation extends to ensuring adequate security measures are in place to prevent theft, vandalism, or damage. Under Illinois Garage Keepers' Liability laws, a business that accepts a vehicle for service or storage assumes a duty of care and may be held liable for negligence if it fails to protect the vehicle from foreseeable harm.

  In this case, the theft involved large 22-inch rims, which were not a small or easily removable item. The vehicle was left on cinder blocks, resting on its rear rotors, in the dealerships unsecured parking lot, which had free access from the main street. The dealerships failure to provide adequate security and monitoring constitutes gross negligence, making it liable for the loss and damages incurred.

  Sincerely,

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

  Business Response

  Date: 02/06/2025

  To whom it may concern:

     Please find attached the signed repair order where Mr. ******** acknowledged and confirmed with his signature that the dealer is not liable for any theft.  We have also attached a picture of the clear and conspicuous signs stating the same at the entrance to our service department.  It is very unfortunate that this happened to Mr. ********* but the dealership has signed proof waiving any liability.  Please let us know if there are any other questions.

  Customer Answer

  Date: 02/07/2025

  Complaint: 22902122
  
  I have reviewed the business' response and am rejecting it because your business has met all requirements for gross negligence which trumps any liability disclosure. While you have provided a signed repair order containing a liability waiver and a photo of posted signs, these do not absolve the dealership from legal responsibility for negligence under Illinois law.

  1. Waivers Do Not Excuse Gross Negligence

  Under Illinois bailment laws and Illinois Garage Keepers Liability statutes, a dealership that accepts a vehicle for service assumes a duty of care to reasonably protect it from foreseeable harm, including theft and vandalism. Courts have ruled that a waiver cannot exempt a business from liability when gross negligence is involved.

  Waivers do not override legal duties: Businesses cannot avoid responsibility for failing to take basic security measures.

  Failure to secure the vehicle constitutes negligence: My truck was parked in an unsecured, publicly accessible lot, where large, valuable wheels were stolen.

  Foreseeability of theft: Large 22-inch rims are not small, easily removed items. The dealerships failure to implement reasonable security measures (e.g., gated areas, monitoring, surveillance) directly contributed to the loss.

  2. Clear Evidence of Dealerships Negligence

  While you reference a waiver, the actual facts demonstrate a lack of reasonable care:

  Police notified me before the dealership: This indicates a lack of concern from the dealership.
  Unsecured service lot: The area where my truck was parked was accessible to thieves, with no proper security measures in place.
  No reasonable effort to prevent theft: There was no controlled access, surveillance footage provided, or proactive monitoring by the dealership.

  3. Illinois Garage Keepers Liability Laws Hold You Responsible

  Under Illinois Garage Keepers Liability law, a business that accepts a customers vehicle for service must take reasonable precautions to prevent theft and damage. Failing to do soespecially for a vehicle left in your possession for an extended periodconstitutes gross negligence.

  Additionally, comparing your lot to a shopping mall or movie theater parking lot is factually and legally incorrect. Unlike public parking lots, a dealership has exclusive control over vehicles left for repair and is expected to safeguard them accordingly.

  4. Request for Resolution

  Given the dealerships negligence in securing my vehicle, I formally request that Cardinal Buick GMC take responsibility and cover the full cost of the stolen wheels and related damages.

  If you maintain that the liability waiver absolves you of all responsibility, I am prepared to escalate this matter further:

  A formal complaint with the *********************************

  Pursuing legal action in small claims court, where the waivers validity in the face of negligence will be contested. We have images of the lack of security where the vehicle is located, a police report that states the lack of monitoring and the security of the vehicle, and additional evidence that the location where a member of Cardinal Buick service member parked the car does not have security camera coverage. 

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

• Initial Complaint

  Date:10/08/2024

  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.

  Ive been very successful in sales for years. I understand sales tactics and manipulation. However, what this company does is predatory. They added a $5,000 warranty without ever asking or mentioning. Tried to hide it in a sealed envelope behind the rest of my documents. When I noticed the financed amount was $37,000 instead of the agreed upon $32,000; CHIP said Well yeah remember when I asked if youd like a better warranty for the same monthly payment? Slick trick considering payment is not the same as price. He argued and argued, and after much deliberation agreed to cancel the $5,000 warranty. That was 4 months ago. They will not respond or answer. I cant imagine the amount of elderly, incompetent, and unaware people that have thousands added to their loans that they did not agree to pay. ******

  Business Response

  Date: 10/08/2024

  To whom it may concern, 

      We received Mr. Trent's request to cancel his $4500.00 Vehicle Service Contract on 6/3/24 after he purchased on 6/1/24.  We forwarded the cancellation paperwork to the VSC provider for reimbursement.  Check #110288 in the amount of $4500.00 was issued to his lender(Santander Consumer USA) and the payment has processed and reduced the balance of his account as he requested.  Please let me know if there are any further questions.  

   

  Skip Harmon

  General Manager

  Cardinal Buick GMC

  817-319-2298

  [email protected]

• Initial Complaint

  Date:08/05/2024

  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 Recently got repair work done in the months of May and March.My car had been running fine prior to the repairs after I get the thermostat housing replaced a gasket few other things I experienced a few days later my car began to run hot I believe the repairs That was recently done on the car was in fact the cause of the running hot leaking fluid which caused the gasket to burst mind you Im still paying a car note and the repairs cost me another $1900 and now theyre trying to tell me that I owe them another ******** to fix the problem that they Caused.

  Business Response

  Date: 08/06/2024

  After speaking with the client at 1:20PM on 8/6/24, we agreed to lower our retail pricing on the necessary repairs to help our repeat customer out.  Client has authorized the repair work to be completed and we are proceeding with the repair.  Please let me know if you require anything else.

• Initial Complaint

  Date:06/27/2024

  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.

  Refurbished motor put in vehicle a month ago. Now leaking oil from 2 places and they are telling me it is not covered. Warranty covered the motor but cardinal told me to pay 3k dollars to get a manufacturer model of motor. My second option was the used motor with 6400 miles on it, so I went with that. I talked to the warranty company sometime after and they clarified the motor was actually a remanufactured with no miles on it. They did call back and apologized for the misinformation and said that my motor is covered for 4 years. They are now saying that the leaking oil is not covered under warranty and if I paid the 3k to the business they would have given me a gm motor and a warranty on those areas leaking.

  Business Response

  Date: 07/19/2024

  The car deal came with a warranty. What it does not cover is seals and gaskets. We provided a choice: A no cost engine (which he went with) no additional coverage on it, or the 3k engine from gm with a coverage plan. The replacement is now leaking (which we explained is not covered) We have offered repairs at true cost which he has declined. 

• Initial Complaint

  Date:06/25/2024

  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.

  Buyer beware!.. They make you sign a form and tell you the vehicle wasnt damaged in the recent hail storm, even after asked 5 times. I was told it wasnt on their lot at the time of the storm but somehow the roof and hood of a brand new 2024 GMC Canyon has dents all over it. They said GMC allows them to discount vehicles for a set period of time after a storm and thats why the vehicle had a discount.Couldnt see the dents out in the direct sunlight at the dealership but once we got it home in a covered garage, the dents were minor but still noticeable. Wouldnt have bought a $50k vehicle if I knew it was in a hail storm but the salesman, *****, and his sales manager, ****, assured me multiple times it was not.Also, the washer fluid light came on when leaving the dealership. Supposedly they did an inspection but they must have missed it.Shady business and salesmen. Never heard the words Im sorry but did receive smug looks and attitude when I went to return the vehicle.

  Business Response

  Date: 06/27/2024

  Thank you for bringing this matter to our attention.  Cardinal Buick GMC was affected by the recent hailstorm and damaged vehicles were offered to the public with significant savings.  Cardinal Buick GMC disclosed the damage prior to the sale and therefore customers were well aware. Despite this fact being acknowledged by this customer, the vehicle sale was unwound after the customer was unhappy with the purchase.  We wish this customer well and good luck wit their search for a vehicle.

   

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

• Initial Complaint

  Date:04/17/2024

  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.

  DATE OF PURCHASE WAS 03/22/2024. I PAID CARDINAL $29,215.03 FOR A CAR THAT SHOWED ON ADVERTISING FOR $23,642. THE DEALER NUMBERS DON'T ADD UP. THEIR CONTRACT DOESN'T SHOW A BREAK DOWN OF THE DIFFERENT AMOUNTS. ****** REFUSED TO RESOLVE MY ISSUE. i ARGUED THE NUMBERS AND DESTINATION FEES. THE CONTRACT I AM DISPUTING. THIS ISSUE DOES INVOLVE ADVERTISING. PRICE THEY POSTED IS NOT WHAT I PAID. THIS ADVERTISING WAS SEEN ON CARDINAL WEBSITE BY MYSELF AND *********************, AND I TOOK A PICTURE OF THE AD. ON THE AD WAS A BREAKDOWN OF THE DISCOUINTS WHICH I SENT A PICTUE OF THAT.

  Business Response

  Date: 04/18/2024

  We have reached out to the customer and reminded him of the drive out price that was agreed upon on 3/20/24.  The customer did purchase a service contract, therefore that could be where there maybe the misunderstanding.  The customer will be reviewing his paperwork this evening.

   

   

  Customer Answer

  Date: 04/19/2024

  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:03/27/2024

  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.

  I bought a car in June of 2023. I had it serviced regular.ly The *** system needed repair, battery went out the day after purchase. The transmission needed to be flushed. I paid 4000k to fix the car. I have owned it in a year. They would not. Not everything that went wrong with the car is on warranty.

  Business Response

  Date: 03/27/2024

  Thank you for bringing this matter to our attention.  Cardinal Buick GMC strives to have a truly exceptional experience for all of our sales and service customers.  I can sympathize with *************** frustration with with the normal cost of maintenance  and repairs that fall outside of her service contract coverage.  Cardinal Buick GMC has done nothing wrong in the sale or servicing of this vehicle.  I am unclear if ************** would like to cancel her service contract?   If she would like to attempt to trade out of the vehicle, please let us know.

  Thanks

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

  Cardinal Buick GMC

• Initial Complaint

  Date:03/06/2024

  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.

  My mother who is disabled my federal government went into this establishment to trade a vechile in and purchase a new car. They wrote up paper work with the final price of the vechile and after all taxes . A week later looking over the co tract she noticed they added an additional marinade package on that she declined along with the sale price rebate she was told on the paper she signed. She did not sign the paper work electronically the finance manager signed her contract on fonts from the computer. He didnt not explain what was on the pages he used the original paper she had signed to explain it and proceeded to sign the papers. We went back to the dealership today to have the warranty they added taken off and was given the original paper she signed we noticed that the original purchase she agreed to was marked out and another number added in after the fact . They made it seem if that is what we agreed to and we didnt . Me my mother and boyfriend all knew these numbers.

  Business Response

  Date: 03/06/2024

  Thank you for bringing this matter to our attention.  Can you advise us who is the buyer of the vehicle since we do not show a name of the buyer as "*******".  We would be more than happy to schedule a meeting with the buyer and review any applicable incentives applied to the car deal. Furthermore, if at that time the customer would like to cancel any service contracts, we can do so at that time.  When would it be convenient to meet with our VP of the dealership., *****************.

  Thanks

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

• Initial Complaint

  Date:02/17/2024

  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.

  Motor went out in my 2016 GMC *************. Only had it 2years. Has ****** miles on it. Cardinal worked on engine 2 times for the same thing. Was supposed to be under warranty. They the only ones whom has ever did anything to the engine now its gone. Charged me 200 dollars to tell me my motors gone. Had to pay 2500 when they worked on it the first time because they say my warranty wouldn't cover full amount. Don't even drive the vehicle all the time. There was no sign anything was going wrong. Was driving Saturday morning of last weekend came to stop sign go to take off engine started sounding like the first to times. Had it towed to dealership. Wants to charge me2000+ to really check it out. Something is very wrong with them. Then they had the nerve to have a salesman call me and tried to get me to trade it in..SMH I WANT THEM TO PAY FOR MY FULL REPAIRS.

  Business Response

  Date: 02/20/2024

  Thank you for bringing this matter to our attention.  The vehicle repair is outside of the coverage period of the service contract date and miles.   The instances that the vehicle was serviced at Cardinal Buick GMC were not related services.   We have reached out to ****************** to authorize a tear down of the vehicle to perform the repairs and have not received approval.  If ****************** would like Cardinal Buick GMC to perform the tear down and repair, it will be at the customers expense.  We would be more than happy to perform the work at a discounted rate should ****************** would like to proceed.  Please let us know.

  Thanks

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