Complaints

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

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  Quality Buick GMC, Inc.

  7901 Lomas Blvd NE Albuquerque, NM 87110-7916

• 

  Quality Buick GMC, Inc.

  8005 Lomas Blvd NE Albuquerque, NM 87110-7951

• 

  Quality Buick GMC, Inc.

  PO Box 25366 Albuquerque, NM 87125-0366

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:04/10/2025

  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.

  TOTAL INCOMPETANCE at this location. We have a 2021 Yukon Denali that has been at their shop Since mid December...its now April 10, We ended up renting a car in december that cost us around $1300 for two weeks. I turned that receipt in for reimbursment, and that nevered got taken care of. 2 dings/ dents were caused at the dealership from this vehicle being parked next to all the cars that went in/out of this place which they have not fixed nor have they fixed the transmission.They have had our vehicle for 4.5 MONTHS, Please have your GM contact me directly. You have an obligation to fix our vehicle or replace it!

  Business Response

  Date: 04/23/2025

  We have resolved the issues outlined in the complaint and have been actively working to resolve all quickly. The vehicle is in our repair facility and will be completed soon.

  Customer Answer

  Date: 05/04/2025

  The dealer contacted me this week to let me know that my vehicle still has the engine warning light on and have not been able to fix the issue. Furthermore, the dealer failed to detail what they did this round to fix the problem. Lastly, the dealer didn't contact our extended warranty to have the $1300 covered for a rental car, when the dealer wouldn't provide us with a car. Please add this to the notes for the claim.

• Initial Complaint

  Date:03/18/2025

  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.

  Took my 2022 Sierra Denali truck in for a scheduled oil change and to look over my differential on feb 27th 2025. On feb 28th I get a call from advisor ***** telling me the truck was ready to be picked up no issues where found with the differential. I went to pick up my truck that same afternoon I paid and the moment I got in my vehicle I noticed my check engine light was on I asked the advisor what happened since he never mentioned the check engine light in our conversation. Said they did a recall on the truck I was never informed about it, they said the codes were due to the Onstar which I’ve know for about a year that it doesn’t work but has never given me an issue. They continue to tell me the part is on back order I had previously been told that exact part was ordered 6 months prior spoke to a service manager stated he was going to locate the part through another dealer and get it shipped overnight since they had failed to get it resolved 6 months ago I picked up my truck on march 11th part was still not installed I have gotten nothing but excuses from advisor extremely unprofessional my truck was taken in with no check engine light I got it back with 10 codes showing now . Reached out to managers and general mangers have gotten no help besides being asked if I wanted to trade it in and thought the situation was funny perhaps . The truck has 19k miles and this is completely unacceptable for a vehicle to go into a gm dealer and come back broken looked over the codes my abs is malfunctioning and also have codes for tcm, advisor stated truck was perfectly fine to drive got papers in writing stating they returned the truck to me with a check engine light I see no responsibility being taken from this dealership and it’s staff. It’s is going on 2 weeks now with no resolution. Today is march 18th have made multiple attempts to contact the gm and service manager with no luck or call back.

  Business Response

  Date: 03/31/2025

  Tell us why here...Thank you for the opportunity to respond to this concern. We sincerely apologize for the frustration and inconvenience this situation has caused the customer.
  The customer's 2022 GMC Sierra Denali was brought in on February 27, 2025, for a scheduled oil change and a concern related to the vehicle’s differential. During this visit, our service team also completed an open GM recall campaign for a required Serial Gateway Module software update.
  Unfortunately, during the recall procedure, the vehicle’s Telematics Communication Module (OnStar module) experienced a failure. This is a known issue associated with the update, and the replacement part is distributed exclusively through a GM exchange program managed by SPECMO, a GM-authorized vendor. At the time of diagnosis, the part was — and remains — on national backorder. We immediately contacted SPECMO and confirmed there was no estimated time of arrival (ETA) available.
  We understand the customer had been previously informed that the part was ordered, and we regret any confusion or miscommunication that occurred in that regard. Following our conversations with the customer, our management team did attempt to expedite the process by locating the part through other GM dealer partners, but unfortunately, due to the exchange-only nature of this component, our options were limited.
  We acknowledge the customer’s concerns regarding the check engine light and associated trouble codes present after the visit. These codes are related to the non-functioning Telematics module. Our team provided written documentation confirming that the vehicle was returned with the check engine light illuminated, along with a statement that it was safe to operate in its current condition while awaiting the replacement module.
  We apologize if the customer felt that communication from our staff or management was lacking. It is never our intention to make any customer feel dismissed or unheard. We take this matter seriously and are committed to doing everything within our power to resolve it as quickly as possible.
  Once the required replacement part becomes available through the GM exchange program, we will promptly contact the customer to schedule installation at their convenience.
  We thank the customer for their patience and understanding, and we remain dedicated to providing the level of service expected from a GM-certified dealership.

• Initial Complaint

  Date:03/07/2025

  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.

  Purchased 2021 Ford Expedition Max from Business on 4/30/24, Transmission was slipping within the first few weeks of having it kept an eye on it they then got me into a Rental while i took vehicle to Ford for them to work on vehicle vehicle was in shop from June 2024- September 2024 they replaced the separator plate. i then got vehicle back and within two months problems kept persisting i took it back to ford they sent me to Edgewood Ford they charged me almost 900 to not even look at my vehicle, i then kept trying to contact servicing shop they then got me in on january 6th and Vehicle has been in ever since. My issue isnt with Ford it is with Quality by Dilorenzo, i have had Transmission issues since i purchased this vehicle. Ive had it almost a year and its been in the shop 8-9 months since ive bought it.

  Business Response

  Date: 04/23/2025

  Hello,
  Thank you for taking the time to share your experience. At Quality by DiLorenzo, we take all concerns seriously and strive to ensure every customer feels supported throughout their ownership journey. We are sorry to hear about the challenges you’ve encountered with your 2021 Ford Expedition Max and we appreciate the opportunity to respond.
  We understand from your complaint that your vehicle has experienced repeated transmission issues and has spent an extended period at various Ford-authorized repair facilities since your purchase in April 2024. While we were not directly involved in the diagnosis or repair work performed by the Ford service departments, we acknowledge and empathize with the inconvenience and frustration this has caused you.
  To clarify our role:
  At the time of sale, the 2021 Expedition Max was sold as a pre-owned vehicle and, to our records, underwent a standard multi-point inspection consistent with industry practice.
  The vehicle was still under Ford’s manufacturer powertrain warranty, which is why the repair work was referred to Ford’s authorized service network.
  We understand you were placed in a rental vehicle shortly after the issue was identified, which aligns with the warranty process Ford facilitates.
  That said, your concern that the vehicle has spent 8–9 months in and out of repair facilities since purchase is valid and understandably disheartening. We do not take lightly any situation where a customer feels unsupported, regardless of the origin of the mechanical issue. While the responsibility for warranty-related repairs ultimately rests with the manufacturer and its network, we also believe in standing by our customers when they encounter extended difficulties.
  Here’s what we would like to do to assist:
  Liaison Support: We will contact the servicing Ford dealer on your behalf to request a full update and review of current progress on the repair, if you provide us with written consent to do so.
  
  Please reply directly through this BBB portal with any further documentation, repair records, or a consent form allowing us to communicate with Ford on your behalf.
  We appreciate your patience, and regardless of the outcome, we want to reaffirm our commitment to doing what we can to support you. Your satisfaction matters to us.
  Sincerely,

• Initial Complaint

  Date:10/16/2023

  Type:Delivery 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.

  No updates made to order. No replies from business at all. Order ******

  Customer Answer

  Date: 10/17/2023

  I am looking for either a tracking number for my shipment or immediate cancellation and refund. 

  Business Response

  Date: 10/31/2023

  As requested the order has been cancelled and refund issued

• Initial Complaint

  Date:09/30/2023

  Type:Delivery 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.

  This business runs a website GMpartsstore .com that sells parts for General Motors vehicles. I placed an order on their website on Sunday September 24th for part number ******** driver side wiper blade 25.7 inch order number ******, total amount including shipping $37.12. As of September 30th there is no indication of the item being shipped, order still says in progress. No tracking number has been provided. A message was placed on the website September 28 asking about the status of my order. Also an email message was sent September 29th asking about the status of my order. There has not been a response. Their website does not have any way to cancel the order and no phone number is provided. September 30th, I contacted my bank to have the charge disputed as the item has not been shipped. It can take 90 days for my bank to dispute. The business either does not have the item in stock and are trying to find the item. My VIN number was provided to make processing the order easier. There has been no communication about my order. I want my order cancelled and I want a refund of $37.12

  Business Response

  Date: 10/02/2023

  Order has been canceled and a refund issued

  Customer Answer

  Date: 10/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  ******** *****

• Initial Complaint

  Date:09/28/2023

  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.

  On April 15, 2023, my husband and I purchased a 2017 GMC Yukon XL. The total of the vehicle on the contract is $41,459.76. This total amount financed by ***** **** ******* is $31459.76. We traded in our 2016 Chevy Silverado. It was valued at $10,000. On the agreement it states, NM Law requires that this vehicle will be fit for the ordinary purposes for which the vehicle is used for 15 days or 500 miles after delivery. This vehicle has been in and out of the dealerships Service Department for numerous problems and is not fit. 1. Hard Knocking under the vehicle. Their 1st attempt to fix it, it was not fixed. We took it back a 2nd time. I'm not sure if it's been fixed since we start having other mechanical issues with the vehicle. 2. The EMC Module was not working this occurred in May 2023. 3. The Transmission was not shifting properly. 4. The Transmission locked up and was not driveable. We call the service department and they drove to our location to tow the vehicle. The vehicle has been sitting at the service department since July 20, 2023. We were told the transmission hose has a hole. They have been having a difficult time getting the part. This vehicle has too many problems with it. It's been so stressful with having one problem after another, I am afraid there will be other problems if they ever get the hose replaced. Therefore, I feel my husband and I are entitled to a full refund. I would think this would fall under the Lemon Law for NM. I do not trust to do business with this dealership again.
  Throughout this whole ordeal, GMC tried having me pay out of our own funds, I kept repeating myself numerous times that we should not have to pay for any of the repair fees since it's been breaking down on us ever since we purchased the vehicle. They also attempted to use the ******** we purchased for the vehicle. It is useless. Service Department said ******** would not be cover the cost of the repairs. It is a battle with this Company.

  Business Response

  Date: 11/29/2023

  The vehicle has been repaired and the customer has picked up their vehicle

• Initial Complaint

  Date:09/19/2023

  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.

  see attached
  
  I bought a new GMC Terrain 2019 on 2/22/20 I bought two warranty's for maintenance. And one for a GPS contract to track the car at all times. The contract that I want a refund on is the *** *** contract which valid from 2-2-20 the 2-22-2025 I traded in the GMC Terrain on a new car on 8-16-23 with another local dealer. I notify *** *** headquarters on 8-18-23 and cancelled the policy let them know I traded in the car. They cancelled the policy that day I went to quality GMC in Albq the 8-22 to let them know I had traded the car in and contract refund on the maintaince, contracts & *** *** contract

  Business Response

  Date: 10/24/2023

  Dear Better Business Bureau,

  RE:  ***** *******

  We have received your complaint regarding the *** and maintenance contracts on the vehicle Mr ******* traded in to ***** ******.   As for the ***, GPS product, that is a hard add to the vehicle that we do at the dealership for our protection and then offer to the customer to transfer the product to them at a price for activation.    *** is a non-cancelable product.   This product is just like adding tint, accessories, aftermarket rims and tires, etc. to a vehicle.  These types of products usually stay with the vehicle unless taken off by the owner before trading in.  Mr. ******* owned the GPS system and could have removed the product and added it to he new vehicle.   Even the lenders know this is a non cancelable product.  If the lender repos a vehicle with this types of product, they do not come back to the dealer for a cancelation refund. 

  As for the maintenance contract, our office canceled the contract and issued Mr. ******* a refund on September 27, 2023, check #******.   The check was cashed by Mr ******* on September 29, 2023 at ***** *****.

  Sincerely,

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

• Initial Complaint

  Date:05/01/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 3/4/23 I went in to buy a certified truck. They let me leave the dealership with the truck saying that everything is good and I will receive my certified paperwork to sign on 3/6/23 and the first payment on 4/18/23. None of this happened so after calling and getting no response and leaving voicemails I sent a few emails that they responded to a week later saying that they needed items to "finish the deal". I said that the contract is not matching what they are telling me and I wanted to make it right and ensure all the paperwork matches if not they can take the truck back. On 4/28/23 Audra from the Finance team said okay she will let me know when to take the truck in and had me wait. Instead after they heard this they went and forged my signature on the papers they submitted to the bank and went through with the deal anyway after I said not to. They also said that if I took the truck to them that they will tow it back to my home. I am working with the bank on the forged documents they sent as I do the have copies from that day that are missing my signature because we were supposed to finish it once I knew the truck was certified which they said it was when they sold me it but it was not. They altered and edited the name of the bank on the contract without my consent and went through one of the banks we looked at but was not on the contract. They forged my signature three times that I know of, possibly more as I am getting deeper. They do not want to make it right, they just say that they got $71,000 worth of attorney's ready and that the contract is valid when it is not. I need help please. Thank you.

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Hello. I have had a bad experience with this auto parts dealer I found through the web. I ordered a part I thought I needed to fix my truck, and the found out I didn't need it after all, and emailed to ask if I was within the return policy. They said yes. I spent money to ship it back to them and have my $78.84 refunded. A week and a half later and l no refund to be seen yet, I followed up by email asking if they received the part. They replied yes, then refunded me $51.25. And after several more emails they explained that the $27.59 that they kept was a restocking fee. ------ I read carefully their insanely long and detailed return policy before deciding to return my item, but nowhere in the policy listed anything about restocking fees. If I would have known this was going to happen, I would have sold the part independently to get back my full price paid. So I feel this was deceptive, unclear, and unfair. They replied with a screenshot of something in their "ordering guide" that stated "ordering the wrong part will create fees". I did not order a wrong part. I just didn't need it after all. And it did't list what the nature of the fees was. And it was in the ordering guide, which I was not referring to at the time of setting up a refund. It should have been clearly stated in the Return Policy if they had restocking fees. So it feels suspicious and shady, like they were making up rules as they went to keep my money. And I petitioned to them several times nicely to waive the fee, and they were just rude and short, and unaccommodating. Ive since looked at reviews of their business, and I'm not the first person to have a bad experience with them. I would like to see some accountability here with business owners respecting their customers more. Instead, it feels like I've been scammed out of my money, unknowingly, and there's nothing I can do besides contact you for help. Thank you for reading and for your help. Best, ****

• Initial Complaint

  Date:03/23/2023

  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 purchased a wireless charger upgrade kit fir my 2016 gmc sierra to allow it to charge newer phones. This item is advertised to work with newer phones and replaces the factory charger in the armrest of vehicle. Upon recieving item, i plugged it in and it does not work. I contacted them for a refund and they told me it is not returable because i plugged it in. How else would i know if it works or not. Total scam!

  Business Response

  Date: 03/24/2023

  As outlined in our return policies (found here *********************************************) we do not accept installed or mounted parts. 

  Our return policy was accepted upon checkout.

  The module most likely is not plug and play and will need a GM dealer to program to the vehicle.

  
  

  Regards

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

  Customer Answer

  Date: 03/24/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The upgraded kit IS PLUG & PLAY. I have already been to my dealer. The item was NEVER installed, just plugged in. It did not even arrive to me in original packaging. This is the most CROOKED dealer i have ever dealt with. A lawsuit will be filed next week as per my lawyer recommendation.  
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ******** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]