Complaints

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

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  Cappellino Buick GMC

  5411 Transit Rd. Buffalo, NY 14221

  
• 

  Cappellino Buick GMC

  9000 Boston State Road Boston, NY 14025

  

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:12/12/2024

  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 wife purchased a car from cappellino Buick on transit road she had problems with the radio screen going black and the radio would stay on after she would shut off the car for hours so she brought it in for service over the span of three years they kept telling her well if it ain’t doing it we can’t fix it so they told her to record when it would happen so she does this and comes back again with the videos and the person told her ok we are gonna order you a new one then when it comes in will call u to put the new one in. So months go buy she calls them looking for an update at that time they told her we never told you we were ordering a new radio what are you talking about. At that point I said make another appointment and I will take off work to go with u so she makes the appointment it was a month away in the mean time the warranty expired a couple weeks prior to the appointment so we get there the guy is asking her what’s going on so she tells him everything and he said in 2023 we had a order for a new radio then it never got ordered and I told him what’s been going on and he’s like hmmm that person doesn’t work here anymore I wonder y he never ordered it let’s talk to my manager so I walk over buy the glass cause he said give me one sec I’ll see if he’s rdy for us I go ok so I’m standing by the glass and I can see them then the manager waves me in all brash with an attitude and said hey u wanna come in here and listen to this so I sit down and I explain my frustration and said I would like this radio fixed or give me the money back for the warranty and I’ll get it fixed if not I’m going to the news he said I’m a realist so ur warranty is up you ain’t getting that back and I ain’t helping you so do what u gotta do have a nice day

  

  Business Response

  Date: 12/19/2024

  BBB Case #******** Customer purchased preowned vehicle on 11/16/19 and a 5-year extended service contract that expired on 11/16/24. Customer came in on 9/7/22 with a complaint of radio intermittently going black. We were unable to duplicate concern but performed an update to the system. On 10/13/22 customer returned with the same complaint. There were no codes stored or additional updates. Technician said radio would need to be replaced. We wrote off the diagnosis on this RO as goodwill policy. Customer never returned to our dealership or followed up with us to have the repair completed until 12/12/2024 (over two years later). She complained of the intermittent radio condition but also had an additional complaint of the reverse camera not working. Unfortunately, there is no factory warranty on the vehicle and the customer’s service contract expired on 11/16/2024 so they have no warranty coverage. Our service director has spoken with her and explained that we would need to perform diagnosis again to ensure we are recommending the correct repair and that would be at her expense. Once we have the diagnosis, we would be willing to consider a discount purely as a goodwill gesture, but most of the repair would be her responsibility since she has no warranty coverage left. As of now, the customer is not willing to authorize any diagnosis unless we pay for everything in full. The dealership nor the service contract company has any responsibility to repair her vehicle since it has been over two years since the vehicle has been in our shop. 

  Customer Answer

  Date: 12/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards, 
  
  ***** ********

• Initial Complaint

  Date:12/06/2024

  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 truck has been in the service department for four months now and they are not receiving nor don't know when they will receive this part that is covered by warranty. I want to be terminated from this contract do to the fact they do not know when i will have a truck and it is ruining my day to day living.

  

  Business Response

  Date: 12/26/2024

  BBB spoke to the business and the following was relayed: We are waiting on the part from ******* ****** ****.  The part is on national backorder from **.  We are doing everything we can. Customer has been put in substitute transportation at no charge to him.  He is in a loaner of ours, that we are not charging him for at all. My service manager is also putting a call into ** to see if we can get an estimated delivery date for the part, or if there is anything we can do on our end to speed things up.  Once we hear back from ** we can update further with what they tell us.    

  Customer Answer

  Date: 12/26/2024

  I own a construction company and that is how I make a living. I was given a ****** for a rental. I need a truck not a car. It’s been four months and I’m loosing income. 

  

  Business Response

  Date: 01/02/2025

  Our service manager spoke with our ** Representative on behalf of the customer. ** is willing to give a $3500.00 owner loyalty certificate to the customer to use towards the COD on purchasing a new vehicle. Our service manager spoke with the customer as well as the sales manager. As of now, it is up to the customer to decide if he'd like to trade in this vehicle on a new vehicle utilizing the ** loyalty certificate that was offered.  

  Customer Answer

  Date: 01/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I was open to this resolution as I told them I did not want to run my credit again as they have three times during this entire process. The customer service in the sales department takes nothing but there sweet time delaying this process. I do not want to get another vehicle from GMC Cappellino at this time. I have never had so much trouble with a vehicle or sales department. After running my credit three times they have done nothing but try and get me in a payment worth $500 more.  I offered to switch to a lease and now with three days remaining in my previous credit run they say they won’t be done in time and want to run it again.  This company has given nothing but the run around. I own a construction business and they are taking money out of my pocket with giving me a car for a rental.   
  
  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/22/2023

  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 2024 ********* ********* ** **** pickup truck from Cappellino ********* on 8/18/2023. The agreed upon "out the door price" was 58,765.42 which was paid in full upon delivery of the vehicle. On 8/29/2023 i received a bill in the mail from Cappellino ********* stating that I owed them an additional 163.50 for registration. it stated that I was only charged 90.00 on the agreed to "out the door" price and that the total cost of the registration was 253.50. This is unacceptable for the following reasons.
  1. This is a new car dealership and they know exactly what the cost of the registration is because they do this every day.
  2. Anyone can go online and get a estimate of what the cost of an original registration . I did this and got an estimate of 224.50 plus a 25.00 new plate fee and a 50.00 tile fee . So the minimal total that should have been quoted on the "out the door" price of the vehicle is 299.50.
  I do not think that I should have to pay 163.50 because someone under estimated the cost of resistration.

  

  Business Response

  Date: 11/07/2023

  One of our newer salesman worked this deal and forgot to change the registration fee to the new plate fee. Our buyer's order does state that the "registration fees are estimated". If we overcharge a customer, we always refund it to the customer. If we undercharge, we send a letter asking for payment.   I spoke with the office manager and sales manager, and both said that the customer did not call in and speak with them regarding this situation. If he had, we would have been happy to waive the fee for him.   For customer satisfaction, we will waive this fee for the customer. 

• Initial Complaint

  Date:04/06/2023

  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.

  My vehicle went out of service on 11/30/22. My vehicle was sent over to Cappelino on 1/16/2023 after a previous repair shop was not able to complete service. I did not receive any communication concerning diagnostic until 1/30/2023. Vince (service manager) at that time advised me that repairs were authorized by my warranty company and the motor was ordered , but appeared to be on back order. I then waited to contact ***** Cappelino until the week of 2/13/2023 and was told they do not have an ETA on a motor, but since my vehicle was approved for repair the warranty company would now cover 10 days of a rental vehicle. Vince, advised me that he was able to provide a vehicle and I could stop by during normal business hours , but I opted to continue with my current rental contract since the warranty co. is. approved through **********. So from 11/30/22- 2/13/23 I covered all rental expenses. Then I received the 10 days covered by the warranty company and have since continued to pay out of pocket to date.
  I asked Jim to remain in communication and he agreed.
  Fast forward to March 2023, I didn’t receive any further communications from Vince and proceeded to call and was advised that Vince was transferred to another location and Jim B**** was now acting Service manager. I spoke with Jim who agreed to contact me every 3rd day with updates. He called me twice as scheduled with no news on a motor except that he did not have an ETA on the motor. I sent a message to Dan H**** advising him that if I did not receive any communication I would be contacting the BBB and the attorney general. The very next day I received a call from Jim stating that a transaction was completed on a motor and it was scheduled to ship, but the seller cancelled abruptly. I asked Jim if I was able to receive a rental vehicle as I have already spend $9K and he indicated it was not possible. I am simply requesting a loaner vehicle and communication on when the motor will arrive.

  

  Business Response

  Date: 04/21/2023

  The customer's repair on her vehicle is covered under the Extended Service Contract that she purchased. That contract gives her 10 days rental coverage. The customer's vehicle needs a new engine. The engine is on backorder with the manufacturer and we do not have an ETA on when it will arrive.  On Friday, April 14th, the service manager contacted the Service Contract company to see if there were any other options for the customer.  We received authorization from the service contract company to install a "used engine" as long as the mileage was less than the mileage that was currently on the customer's vehicle. We looked around and found a used engine that met these qualifications. After determining that this engine was available, the service manager contacted the customer to review this option with her. The customer declined this option and said she wants the new engine that was originally approved. As of today, we do not know when the engine will arrive. Unfortunately, the only rental coverage she has is the 10 days that her contract covers. The service contract company will not extend rental coverage and the dealership is not responsible for alternate transportation beyond what the service contract company covers. 

  Customer Answer

  Date: 04/21/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The dealer has been unable to fulfill repairing my vehicle in a adequate timeframe since January 2023.  The fact that the dealer is not able to obtain an engine should not hinder the customer (myself).  I have attached record of the expenses to date for rental.  A loaner vehicle should be provided given the timeframe I have spent without my original vehicle and the accumulation of rental charges.    
  Regards, 
  
  ***** ***** 

• Initial Complaint

  Date:12/13/2022

  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.

  I bought my car 7/26/22, 7/27/22 there was water pouring into my vehicle. I called the dealership, they said make an appointment, I did, they could only get me in 1 month later, no exceptions. My car has since been in the shop 5 times for the same issue and it has not been resolved. They are saying they can do nothing for me, I can not sell the vehicle because the leak significantly impairs the value of the vehicle. I bought the vehicle for 35000 dollars. They handed me a lemon law pamphlet but apparently it doesn’t apply to me so that was misrepresented, going in to buy a vehicle I was under the impression if there was a major defect I could get a refund or replacement. I have tried calling the number on the paperwork they gave me to arbitrate and the number is out of service. When bringing this to the dealers attention, they don’t know what I am talking about. I am at my wits end: please help.

  

  Business Response

  Date: 01/09/2023

  Ms ******* purchased her vehicle as a used vehicle on
  7/26/22.She brought her vehicle back on 8/20/22 with a complaint of
  “water leak headliner area at windshield over console” (RO *******).  The sunroof drain hose was found to be full
  of debris, it was cleaned out.On 9/12/22 she returned with a complaint of “water leaking
  into vehicle at center lights – only when there is a heavy rain fall:  when braking, water will pour into the
  vehicle.” (RO *******). Technician did several water tests: found slight crack
  in sunroof track.  Technician replaced
  the sunroof housing. Water tested the vehicle after replacement. No water leaks
  detected.On 11/21/2022, customer returned with complaint that “water
  leaking into vehicle from sunroof” (RO *******).  Vehicle was water tested multiple times for
  several hours—no water leaks were found. The vehicle was checked by our master
  technician and the service manager and no leaks were detected.On 11/30/22, customer returned again with a complaint that “
  water is leaking into vehicle from front roof console – happens with vehicle on
  slight incline (leaning forward) and when turning, water spills out of driver
  side of roof console. (RO *******) Technician water tested the vehicle, found
  water dripping into vehicle between sunroof seal and frame. Found sunroof was
  not seated completely into frame allowing dripping to occur. Technician dropped
  the headliner and repositioned the sunroof to make full contract with the
  frame. No water leak detected after repair.Customer returned her vehicle to our shop on Friday, Dec 16,
  2022 with the same complaint as 11/30/22. The service manager was fully engaged
  with customer. It was determined that the water leak only occurs when she is
  backing out of her driveway (which is on a front incline) after a heavy rain
  and she makes a turn to get out of her driveway. The vehicle was placed in our
  shop with the rear wheels elevated to simulate the conditions that she
  discussed with the service manager.  The
  vehicle was water tested extensively to simulate a heavy rainfall (over several
  days) and then driven off of the blocks to simulate the same driving conditions
  the customer experiences. The leak is coming from the Fixed Rear Moon Roof
  Glass situated behind the sunroof panel. We have a glass company coming into
  the dealership on Thursday, Dec 22 to reseal the Moon Roof. We have spoken with
  the customer since this repair and she believes the water leak is repaired.The customer has been supplied with a loaner vehicle for
  every visit into the dealership while we attempted to isolate the location of
  the leak.  The very specific conditions
  that the leak occurs under made it difficult to isolate the exact cause of the
  leak. We will not buy back the vehicle, but we have been in
  contact with the customer and told her we will attempt to trade her out of the
  vehicle for a different vehicle. She is currently  in discussions with our Used Car
  Manager. 

  Customer Answer

  Date: 02/07/2023

  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. BBB spoke to the customer who relayed the following:The business and I are currently working together to resolve the issue(s) and at this time I consider the matter being resolved.
  
  Regards,
  
  ******* *******