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:07/07/2025

  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.

  The Claimant dropped off his vehicle in order to have the A/C serviced on June 23, 2025. See, repair order details. After 8 days, not fault of his, the vehicle was picked up and/or returned upon payment in the amount $650. As of date, the repair work has not been completed and condition is worsened the moment of driving off the lot. Claimant attempted to resolve the above issue several times with assigned auto service advisor to no avail. As a result; due to the inconvenience and delay and distrust, Claimant seeks a full refund in its entirety.

  Business Response

  Date: 07/09/2025

  We inspected the vehicle and it needed a discontinued part and the air conditioning recharged. We found the part on **** and the customer had us order it. We had the customer pay a Deposit on the repair since he wanted to pick the vehicle up while we were waiting on the part to come in. We left him a message that the part is here to reschedule to complete the repairs. If he no longer wants the repairs to be completed he can pay the checkout and for the ordered part. We would refund him the difference of $280.10 and give him the part we ordered. We will work the details out with the customer.

  **** ****

  Service Manager

   

  Customer Answer

  Date: 07/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23566887
  
  I am rejecting this response because: 
  Claimant is not comfortable with working out any mentioned details by the business at this juncture, let alone doing any further business with said ******************* Although the Claimant has no paper trail of a part being ordered nor delivered, Claimant received a voicemail message from the service department on July 9, 2025 at 1:13pm.  
  Regards,
  
  ****** **********

  Customer Answer

  Date: 07/17/2025

  Problem:
  RE: Case #********** The above complaint was initiated July 7, 2025. Respondent stated that they left the Claimant a message saying that the part is there and reschedule to complete repairs. BBB closed the above case July 15, 2025 at 7:52AM. On July 16, 2025 at approximately 1:45pm the Claimant drove to the above service department in order to complete the repair. However, at approximately 3:15pm the Claimant was notified in-person that the part was the wrong match and unable to complete the repair. Therefore, Claimant is reasserting his initial request for a complete refund in its entirety and standing of the same.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund
  Refund
  select
  

  
  

  Business Response

  Date: 07/17/2025

  We found out yesterday the part from **** was wrong we will follow up with him for a refund of the deposit less the diagnostic charge. 

  Customer Answer

  Date: 07/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23566887
  
  I am rejecting this response because: 
  
  Claimant will accept the response from the business upon actual and complete transaction for the refund of $650 less the diagnostic charge. For example, $650-$150=$500.00 approximately.

  
  Regards,
  
  ****** **********

  Business Response

  Date: 07/21/2025

  refund issued today

  Customer Answer

  Date: 07/22/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** **********

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service 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.

  BBB transcribed from handwritten letter received via US Mail:

  I first spoke to service advisor ***** *****. This guy was so rude to me. My car sat on there lot from 5/7/25 it was there a week on 5/14/25. It was towed to the 2nd automotive center.

  I called the Automotive Dealership to check on my car apx. 2 times a day and asked them if they heard anything and they told me that they had no luck getting ahold of any one and the manager told me there was nothing they could do for me I need to get my car off of there lot. I was shocked that they talked to people. I told them that this was my only car and asked how was I supposed to get a car to drive to doctor apts., etc. and he said rent a car.

  I am on a fixed income and this was the 2nd car that I purchased from twin buick - GMC.They told me that they didnt even have anything that says I ever bought the car from them. I ask them to pull up all the paperwork on the car several time and didnt get any response.

  I provided all the information that I had. I was told the estimate was for 4,000.00, then it was 7,400.00.

  I could keep my car there and drag this out even longer. I called the Roadsice # and it was disconnected. These extended warranties are a joke. You cant speak to any one unless you are the vendor that is going to service the vehicle. They wont speak to you. #s on the card have been disconnected. If you need a rental car or a tow bill you are s*** out of luck.

  Then I scheduled for my car to be towed from Twin Buick and they wouldnt release until I paid. So I had to call in and pay ****** for what I dont know.

  The car went to D.A.R.T Automotive to **************************************************************** **************. They gave me an estimate of ******** and today is May 23, 2025. I gave them all the info I had and could get. So then they sent out a inspector and he declines my policy on May 29, 2025. So now I have a monthly fee for the warranty ****** for Twin Buick / GMC, ****** for 2 tow bills and ******** to get this piece of c*** back on the street running.

  So I obviously had to get a loan because this warranty refused to pay the bill. So cancelled the policy.

  Please advise on what can be done with this.

  Thank you in advance.

  ***** ******

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair 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.

  From my understanding the dealership has 40 days to get a title in my name and give me the memorandum title to register the vehicle. It has been well over 40 days since they gave me 45 day tags and they have already expired and still the *** said the vehicle don't have a title

• Initial Complaint

  Date:04/12/2025

  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.

  I purchased a vehicle from Twins Buick on 4/10/25 and when I was working with the finance representative ****, I stressed to him that I did not want a new account opened at ***** CU because I already had on. He assured me that no new account would be opened. On 4/11 I got an email from Kemba congratulating me on opening new account. Also when I was working the terms and conditions of the sale **** told me that he would get me a service contract for the life of the loan. I ended up with a 60 month contract not an 84 month contract. Finally, I came pre approved for financing(which i got on my own prior to going to the dealership) **** ran my credit which wasnt necessary being that I was not getting financed through the dealership.

  Business Response

  Date: 04/21/2025

  I reached out to Ms. ***** regarding her issues and I was able to provide her the resolution that she requested as it was a simple error with our contracting system.  I voided her 60 month vehicle service contract and had her digitally sign a vehicle service contract for 84 months.  I then emailed her a copy of the digitally signed documents to **************************.  I advised Ms. ***** that if she had any other issues in regards to her vehicles purchase from Twins Buick to please reach out to me directly and I provided her with my contact information.

  Customer Answer

  Date: 04/21/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/11/2025

  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.

  On March 3rd 2025 I needed to purchase a car kinda fast. I totaled my other car. I called the salesman at Twins that I have dealt with since 2019. I bought a 2022 Buick Enclave. It has some electrical problems and the heads up display doesnt properly work. I have brought all this to the attention of my sales guy the shop and **** the shop manager. They fixed a loose heads up display switch. But wanted me to use the warranty to cover it. The warranty company declined to pay it. I am paying over $66,000 thats financing included. Which I was never quoted a price. But you say you inspected the car but clearly you didnt. The salesman told me they dont go over everything. (I forget actually how he said it) he was suppose to contact me after talking to the sales manager about having this stuff fixed. He wanted to wait a couple months and call the warranty company. What am I paying all this money for if I cant use all the features the vehicle has to offer?The heads up display doesnt properly work, the 3rd row driver side sit doesnt work properly, the drivers side seat has a massager and its broke. Then after I had it in the shop to fix the *** button. They had the nerve to send me an email with some work they should have done before selling the car. Its not covered under warranty so they want me to pay out of pocket. It really makes me wanna give the car back and never do business with them again. Over the yrs I have referred family and friends to this dealership. And I feel like they knew I was in a bad place and needed a car ASAP. And they basically robbed me on this vehicle. I will be reaching out to the warranty company and letting them know of whats going at this dealership. I may even contact a lawyer. They need to shut down. They say I declined the work it was never brought to my attention until I called them. They are a rip off and I am very frustrated, upset, and mentally at an aww because they do their costumers like this.

  Business Response

  Date: 04/22/2025

  We have inspected her vehicle and ordered parts to resolve her concerns.

  Business Response

  Date: 04/23/2025

  We have inspected her vehicle and ordered parts to resolve her concerns.
  

  
  

  Customer Answer

  Date: 04/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23191503
  
  I am rejecting this response because: I will not consider this matter resolved until my vehicle is completed. And the inconvenience of this matter is ridiculous. I will never refer anyone to them. And they make sure the financing is ridiculous as well. Just completely discussed with them.
  
  Regards,
  
  **** ***** *****

• Initial Complaint

  Date:02/11/2025

  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.

  In October 2024 I purchased a 2018 Dodge Journey Crossroad. I made a down payment of $5,000.00. When I went to pick the car up i noticed several things were wrong with it. I communicated it to the salesman and he said no problem. Also, they needed to fix the front end of the vehicle because it was unsafe to drive. The sales manager, **** *********, said it was unsafe and they were going to fix it. They did and I picked up the car. There were still other issues that needed to be addressed. Like, the passenger seat is broke. It is stuck in only one position. The center console is broke as well. The check engine light randomly comes on. I took the car to them on several occasions regarding the engine light and they claimed they fixed the issue. Still inquiring on the other items and they would say they were waiting on the warranty company to approve. ON about 2-6-25, my oil change due light came on and then my car started making this very loud noise. It sounded like it was going take flight. It was very loud. On 2-11-25, I took it in for the oil change and to check the issue. When they called me back they informed me that my car needed an alternator and a belt and that the cost would be $2210.00. They also said that unfortunately the warranty i have won't cover the charges. I reminded them of the issues I have had and that I was not paying. I spoke with ****, the service manager, and **** *********, the sales manager. Mr. ********* stated that there was nothing they could do and that I either needed to pay the cost or come get the car. I asked them to keep the car and refund my down payment and Mr. ********* stated that we were past the time frame for a refund. He reminded me of the work they had done previously, the front end work which cost them over $3000 and the heating element which was about $400, and that all that was done for me as a courtesy. I told him about the lemon law in **** and he laughed.

  Business Response

  Date: 02/27/2025

  The vehicle was purchased on 10/16/2024 with ****** miles on it. It returned on 11/13/2024 for a no heat concern. We did a goodwill repair at that time. There was no mention of a check engine light at that time. I do not have any records for a check engine light being looked at. When we had the vehicle in for the alternator concern she had put 6319 miles on the vehicle since purchase. Unfortunately the alternator failed, this was not a pre-existing concern nor anything promised to the customer. These were the reasons we were unable to offer additional assistance. 

  **** ****

  Service Director

  Customer Answer

  Date: 02/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22928154
  
  I am rejecting this response because:  The service department and the sales person are not telling correct information.  If they would be honest then maybe I would accept their response.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair 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.

  I purchased a 2018 ****** Rouge on or around 4/20/24 and I have been battling ************ with GMC Buick to fix the grinding noises coming from my breaks since Ive purchased -I have dealt with just about every staff member and still no resolution. I have had my vehicle looked at by the technicians at Buick and no one seems to know what the problem is- GMC has made attempts to fix what they thought was the problem such as the drive shaft and back rotors or breaks- none of them were the solution- I have asked several times to thoroughly look at the vehicle so some one can fix the grinding noises- it has been about two weeks now since they last looked at my vehicle and was simply told this- we have looked at the vehicle and have no idea what the noise is from - however what we think it is is the front brakes n rotors but they were done in April during new car inspection so we wont be doing those again and if you want us to fix them they will charge me 500 to have fixed. So hear is my issue-I have been fighting this company for over months trying to get whatever this grinding noise is addressed and if you still making assumptions of what it could be but not certain- that speaks to the confidence and integrity of the company, furthermore. If the front brakes n rotors were done the same month I purchased the vehicle and Ive voiced my concerns- dont you think the front brakes need to be looked at again In all of my mishaps- not once was I provided a loaner car - where I was left to find ways to work while they look at the car - no courtesy car wash or oil change - **** **** - the manager was doing customer avoidance until he had to speak to me and refuse to have the front brakes looked at if that is truly the problem n as much as I had to return the car it seems thats what they should have looked at in the beginning-I am still in need of having this grinding noise fixed on my vehicle and if I have to pay for diagnostic- I want reimbursed for needing to pay for

• Initial Complaint

  Date:04/29/2024

  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.

  Purchased 2016 Ford Escape on 2/21/24 for $8315.73. One week later the check engine light came on and my code reader showed that the codes had recently been cleared. I brought the car into the dealership on 2/28/24 and they wanted me to pay $175 just to look at it. After speaking with the manager, I brought the car back on 3/5/24 and they worked on it for two weeks, with them saying it was finished midway through, only to have me show up and the engine light was still on. Got the car back on 3/20/24 and paid $500 for them to replace the catalytic converter and the purge solenoid. The check engine light turned back on 4/5/23 & I brought the car back in to get looked at. They said it needs a new oxygen sensor and quoted me $350. I asked why I had to pay when it was just in the shop and they told me I had driven it too much, even though I have to drive daily for my job. After refusing to pay $350 for something that should have been fixed the first time, they have ignored all further attempts at contacting them. I am requesting that they either fix the car without payment or refund the $500 that I paid when they did not finish the job.

  Business Response

  Date: 04/30/2024

  Please see attached AS-IS paper work signed by the customer. We also offered an extended warranty that the customer decided they didn't need. After the sale  we performed multiple repairs under goodwill. We did ask the customer to participate in these repairs. We are unable to offer any further assistance in any repairs on this vehicle. 

   

  Thanks,

  **** ****

  Service Director 

  Twins Buick GMC

  Customer Answer

  Date: 05/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21639253
  
  
  
  I am rejecting this response because: I paid for the car to be fixed and it very clearly is not. 
  
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 05/09/2024

  Again if there were any codes reset it was not done here.  The vehicle was sold AS-IS.  We offer every single customer the opportunity to purchase a service contract as a means to protect their investment.  We have done more than we normally would to try to help Ms. ******** with her AS-IS purchase.   We will no longer be doing anything else for free for her. 

  Thank You

  Customer Answer

  Date: 05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21639253
  
  
  
  I am rejecting this response because: I paid $500 for work that wasn't complete. The work should have also been covered for 3,000 miles. The work was not done for free. Whether or not I have a warranty should not determine if the work I paid for was done correctly. With the incredibly poor customer service I have received, I do not expect this company to do what is right, but I do want this on record. 
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:01/16/2024

  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.

  March 2022 had vacuum pump, camshaft and other parts replaced. Was told it wasn’t under warranty due to my car being overdue on an oil change by 800 miles. Paid $1600
  
  September 2023 had vacuum pump, along with other parts replaced. Was told the vacuum pump was covered, Paid $1300
  
  January 2024
  I’m now looking at the turbo needs replaced along with other parts and my total will be $4400

  Business Response

  Date: 01/17/2024

  I have review the customers repair history. The vehicle has been in service for over eight years. The customer had an extended warranty that expired

  last October. I will run the current repair thru for consideration with GM for assistance and have the Service Advisor reach out to her. 

  **** ****

  Service Director

• Initial Complaint

  Date:12/15/2023

  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 2021 Cadillac XT4 in October 2023, it was advertised on their website with the following details 29,940 miles for $29895.00. I have brought my print out and show it to salesman and he looked at the printout. He brought us the car for a test drive and never ever mentioned the milage discrepancy the ODOMETER clearly shows 34,695 miles... right there I should just have walked away. But instead, I gave them a benefit of a doubt that it was just a typo.
  1. As we test drive, we noticed that the check engine light is on, so we have mentioned it to the salesman. He told us that this is just a sensor and they will fix soon as the strike is over (there was a worker strike at the time) he stated they were not able to acquire the parts at the time. So, we understand the situation.
  2. The car supposed to come with a spare tire and this model also has a built-in tire inflator but it is missing. So, they promise us that they will order and installed the inflator once it arrived.
  3. My main concern and problem THEY SOLD ME A CAR WITH A FAULTY BRAKES. We’ve notice it after a few weeks that the brakes start making loud noises. At this time, I only drive the car once a week to go to work, so whatever bandage they put in the brakes not to make noises during the test drive finally worn out. I have called the salesman and he told me he will talk to his manager and that he will call me back. I have not got any call back and this is going in 3 weeks. I am scared to drive it to a long-distance trip.
  
  4. The car has also a lot of scratches in the hood and in the side… which is very disappointing that they do not take pride of their product and only care the money. I felt being robbed of my hard earn money.
  
  Until now (2) two months after the purchased date there is no inflator, no spare tire and the sensor still not fix.

  Business Response

  Date: 12/27/2023

  The miles were what they were when the customer purchased said vehicle.  The vehicle I'm sure was loaned out or driven as a demo by and employee and simply not updated on the website but was corrected on the odometer statement and signed by the customer prior to the sale.  We are aware that the vehicle has not been repaired yet as we are still waiting on a part.  The brakes they were originally inspected on 7/18/23 and measured at 7mm we and as a standard safety measure we replace all brake pads when they are 4mm or less.  The scratches were on the vehicle when the customer looked at and decided to purchase the vehicle.  We will reach out when we have the parts.

   

  Thank You

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