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:02/04/2024

  Type:Billing 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.

  We were kept in the waiting room for over an hour before going into the *************** The company did not disclose to us verbally additional charges for warranty and gap insurance which we would have declined. We were shown a price for the auto plus lojack and accepted, assuming that the only additional charges would be tax, title, and license. We have not received the appropriate information to activate the ************** which is over $2000 cost. We are not seeking reimbursement for this service, but the needed information to activate. While we are in error for not looking at each line item on the contract, this is a very deceptive practice and we want a credit to our credit card for the Fidelity GAP and ***************** and Service Contract. The total of these 3 items are $7800.00.

  

  Business Response

  Date: 02/12/2024

  Dear Sir/**********; ****** ****** We have recived the complaint and addressed all the customers concerns. a new lojack as been installed and all corresponding finance products has been cancelled and a refund will be forwarded to the bank.************

• Initial Complaint

  Date:12/21/2023

  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.

  Most of the complaint discrimination was with ******************. ****************** members refused to provide me and my father customer service properly. My issue with **********************, is misleading customer service tactics and finessing larger outcomes for personal gain and not helping the ************ put $5000.00 towards the purchases of my new vehicle. This was not deducted from the final purchase price.a.This can easily be refunded by Castle and or with a challenge with my card companies.2.I only received **** points on the *** website/phone app 3.I was told by Gabe he would include the Flatbed cover and mud flats when I went to pay the two installments of $2500 with the service department with my credit cards. 4.Gabe intentionally tried to finesse and get me to pay additional out of my own pocket to get me to buy accessories and parts on my own.5.Now I have a vehicle for 3 weeks that I requested to return if the service remained sour.6.I was rushed through the process of my purchase to only find out I was not able to use my family member VP pin code to gain additional money off the total bill.7.The purchase price was marked up to $50,856.30 When leasing the purchase price goes out the depreciation value not the large mark up price. Now the monthly payments are $1,068.10 which is what it would be if I actually purchased the vehicle and not lease the vehicle.

  

  Business Response

  Date: 01/02/2024

  Dear Sir/Madam 

    ******** name is ********************* I am the general manager at Castle Buick gmc and I have read the above complaint ID: ********.  Let me start off by saying, I am sorry to hear about the treatment ************* recived at ***** cadilac, but we have no affiliation with that company. I have tried to reach out to ************* so we could sit down or have a converstion by phone to see where his expectaions of his purchase went wrong. ************* only wants to communicate via email, which is fine. The emails coming from ************* has been nothing but threats to ruin our social reputation with the influence of his many friends and followers, with those threats.   I have agreed to give me Banks a tunnel cover and mud flaps prior to this claim being made.  Castle Buick does not control the ** rewards system, so if ************* believe's he has  more rewards points coming, that's more of a conversation for ** customer service.   The 50.856.30  which ************* is pointing out, is the residual value of the vehicle and not some kind of marked up price.  ************* also has a lease agreement that shows his money down and the payment for 36 months. The best possible rate ** was offering was 6.9 percent  for a purchase which would have given ************* a payment of roughly 1350-1370.    We have agreed to give ************* a tunnel cover and and mud flaps, but we do not owe ************* anything else.            

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21041258
  
  I am rejecting this response because: The Tunnel Cover was agreed to and mud flaps.  Castle GMC never confirmed when the parts arrived for installation.  Also Castle GMC did not allow for family member to use VP Code to deduct from overall price.  Instead Castle GMC used the discount codes to their greater benefit.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/13/2024

  My name is ********************* and I glad to say after meeting with ************* this concern has been satified. 

• Initial Complaint

  Date:07/02/2023

  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.

  I was charged $1,000 over the advertised price for "vehicle prep" and "dealer installed" options. I was told.****** was installed; that was an outright lie. I was told the vehicle was prepped; however, the oil was old, there was a missi g suspension part, the ball joints had not been lubricated, the cabin Air filter was not changed, and while checking the brakes I found they had installed new tires on a dangerously cracked rim and put my wife and myself in danger of a potential crash from a serious blowout.

  

  Business Response

  Date: 07/10/2023

  Dear Sir/Madam 

    ** name is ********************* and I am the general Manger at Castle Buick gmc. I have read the above compalint and would like to say I am sorry  that your purchase with has turned out poorly. I would like to try to compensate you with a refund of **** to in hopes that you see that customers matters to us, I will also  use this experience to tighten all our processes so this never happen agin. 

  Sincerely *********************;

  Customer Answer

  Date: 07/10/2023

   
  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:11/21/2022

  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.

  I purchased a car from this dealership and have discovered that it is a water damaged car. I am still paying a car note for this vehicle which is a white 2011 ****** Camary.I had to get some brake work done and when mechanic was tending to one issue he discovered another very bad issue that I was not aware of and now that I do know I am afraid for the life of my daughter and myself as well as others driving alongside of me the car is of water damage and should not of ever been sold to me . I want a different safer vehicle or reimbursement for all the payments and down payment for the car

  

  Business Response

  Date: 11/28/2022

  Dear Sir/*****

     My name is ********************* I am the General manger at Castle Buick GMC. I have read the above complaint and I am sorry to hear of the concern's in regards to the vehicle purchased for our dealership. Castle Buick does not and has never sold vehicles  that's  had prior flood damage.  I have provided a current Carfax to support our position in this matter. We would have hoped after four years and six months of ownership and driving over fifty thousand plus miles the vehicle was safe to drive when **********. I cant speak for anything since the time of sale because the vehicle has never been back for any service related work.  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18445710
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************