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:02/13/2025

  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.

  For a few months, Buchanan Auto was telling me I needed the radiator replaced in my 2015 Jeep Grand Cherokee. My vehicle was having issues with the cooling system, so I scheduled an appointment for 2/4/2025 to have my radiator replaced. I suspected the issue is actually a blown head gasket. I asked them twice to make sure the engine was not the issue before I wasted $2100 to replace the radiator. The first radiator installed on 2/4 did not pass a pressure test so they ordered and installed another radiator on 2/5 and said the vehicle is running as is should. I picked up the vehicle and noticed the same issues with no changes. I took the vehicle back to Buchanan or 2/12 and they informed me that I needed a new engine for $14,000. I asked them why they didn't tell me that before so I didn't waste $2100 on a radiator. The dealership refused to refund any money for their negligence.

  Business Response

  Date: 03/13/2025

  Thank you for the opportunity to respond to the customers concern. On 09/23/2024 Mr. **** ********* brought his 2015 Jeep Grand Cherokee with ******* miles Vin Number IC4RJFAG4FC909854, to our ******************* His concern with his vehicle was that the engine was overheating, his cooling fan was running at high most of the time and the high temperature light comes on. Our Certified OEM Technician researched the customer concern and diagnosed his findings. Our Technician verified the engine did in fact overheat during test drive. Found the coolant level was very low and found that the thermostat was leaking. Technician completed that repair. Technician replaced the thermostat housing that was found to be leaking, drained and refilled coolant system, under Mopar Part Warranty. Technician also found Radiator was leaking. Technician recommended replacing radiator, estimated cost $1,755.00. Technician also noted that there could be other engine issues due to overheating. Customer declined to replace radiator as Technician recommended.

             On 01/17/2017, Mr. **** ********* returned to the dealership for a second time. This time his complaint was vehicle overheated yesterday, coolant in bottle looks dirty. Customer also stated that he could hear a gurgling sound under and or in his dash, Cooling fan running on high when vehicle stopped, coolant leak near reservoir. Certified OEM technician researched customer concern and diagnosed the concern. Pressure tested coolant system, technician found Radiator leaking as previously reported back in 09/23/2024, NOW WITH ******* miles, ***** miles later. Once again, customer declined repairs at this time and once again, no work was performed without further authorization from the customer. Customer once again was advised that vehicle still needs the radiator replaced and further damage could result without addressing the problems found. 

              On 02/03/2025, Mr **** ********* returned to the service department with his 2015 Jeep Grand Cherokee, now with ******* miles. Customer advised to replace radiator, evacuate and recharge A/C system as recommended. The OEM Certified Technician did in fact successfully complete the radiator replacement and a/c system recommendations, however did advise, that due to the prolonged wait to do this recommended repair from back in September of 2024, there could be additional internal engine issues. However, at this time the vehicle is running and operating as it should. 

              On 02/12/2025, Mr **** ********* returned to the service department with similar concerns. Customer stated Overflow bottle is overfilled, vehicle overheated, blows cold air thru vents, getting gurgling sound from under dash, cooling fan running all the time. OEM Certified Technician once again researched and diagnosed customer concerns. Technician performed a Block Test, which failed. Test indicated combustion going thru cooling system due to vehicle repeated overheating. Technician recommended to replace engine at $13,626.15. Customer once again declined any and all work.

              It is the position of the dealership that we had at each opportunity, advised the customer of findings, solutions and recommendations best to address his concerns. It is also the dealerships position that the customer was advised of ramifications that were possible if those concerns were not properly addressed from the onset. Driving the vehicle for over ***** plus miles without properly addressing the concerns was not in the best interest preserving the wellbeing of the vehicle. Should there be anything further that the dealership can offer to assist Mr ********* we would be very happy to assist. 

  Customer Answer

  Date: 03/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22937704
  
  I am rejecting this response because:  Most of what the business said is correct.  They claim I had a radiator leak that could lead to costly engine problems.  When I went to the dealership on 1/17/2025, I asked the technician to show me where the radiator leak was located, so I could keep an eye on it.  The technician pointed to a spot that was dry and told me to keep an eye out for that area.  I got a second opinion from another garage that didn't see a radiator leak.  

  Thinking that a dealership with certified OEM technicians would know the most about Jeep products, I returned to Buchanan on 2/3/25.  Knowing the engine had overheated a few times, talking with other mechanics and ****** research, I suspected a blown head gasket.  I told the one service representative two times and the other service representative one time that they need to have the engine checked before replacing the radiator.  I do not want to replace the radiator if the engine needs replaced.  No one would spend $2000 to replace a radiator and/or another $14,000 to replace the engine on a vehicle with ******* miles that's worth $8000.  A certified OEM technician should have known to perform an engine block test that would have shown combustion going through the cooling system, meaning the engine needed to be replaced.  The radiator does not need to be replaced before an engine block test could be performed.  
  
  
  Regards,
  
  **** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/19/2024

  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 pushed a 2022 outback ****** on Saturday 6/15/24 from Buchanan Auto Park. On Monday, while driving to work, the vehicles electric screen went out and warning lights came on. This lasted about 2 minutes and then the car started working again. I called the dealership and took it in Monday night. No body looked at the car. They told me they couldn't service it until Tuesday the 25th. On Tuesday morning, my husband and I looked under the hood of the car and it was missing a fuse and there was no coolant in the car. I called the dealership and spoke to ***** the *** I brought the car in and they fixed the fuse / coolant, but I was still having screen problems. The dealership did not properly maintenance the car. I asked about returning it due to the issues I was having. The *** ***** is refusing to take the car back. He said he can cancel the contract, but will not. He will not unwind the deal. He said they could try and service the car (I could still have problems). Or I could trade it. I did trade my **** fiesta 2017 for the the ******. He said we would have to make another deal. He said I would not get my ***** deposit on the ******. He said that I would have to buy back my **** fiesta.. which I had paid off. I called *********** the lender and they said that the dealership can cancel it. They are refusing to take this faulty car that they sold me. I left the ****** on their lot and gave them the key. They are to be calling me about the price to buy back my fiesta and I would have to get another loan. Please help.

  Business Response

  Date: 07/06/2024

  Thank you for the opportunity to address the customers concerns. ************ did in fact bring her ****** in to the service department Monday evening. Her concern was expressed to our Service Advisor ***************. Immediately after listening to ******************** looked at the concerns with ************. *** showed ************ that the coolant was not in fact low and or empty of coolant. *** showed and explained to ************ that the coolant levels in her car were in fact between the ************* and the Minimum Level Line, closer to the *************. To reassure ******************** immediately added a very small amount, approximately one half cup of coolant to bring it to the *** fill line. ************ then showed *** a fuse panel that ************ explained was looking at fuses to see if any were blown that caused her radio screen to become black. However, ************ explained that it did come back on but because she just bought it she had concerns. *** upon checking the Fuse panel noticed that a fuse was removed from an Auxiliary slot and placed in a spare slot. *** showed that to and explained to ************ that the fuse was put back in the wrong slot however had no impact on her concern of the black screen she had concerns about. ************ came in Monday evening close to closing and there were no techs available at the time but *** would have a technician look at it on Tuesday morning as soon as they came in. Ms. ***** ****** was in fact looked at first thing Tuesday morning, after numerous attempts by the Service Advisor as well as a Service Technician could not duplicate any issues and or malfunctions and found the radio to function normal as it should. ************ was notified of the outcome at which time she refused to pick up the car stating that she no longer wanted the car. **** the General Sales Manager spoke to ************ and attempted to explain of what what checked by service and that there was in fact nothing found. Mr. ******************** ************ father came into the dealership and asked to speak to **** and **** agreed to speak to him. **** attempted to explain that Ms. ***** car was completely gone over by the service department and found they could not duplicate the problem. ************ then became agitated and and began using vulgar language and **** ended the conversation to avoid any further confrontation. The ***** left the dealership. Mr. ******************* did contact myself about the situation. I did in fact agree to look into the situation, which I did immediately. I called Mr. ******************* back and explained my findings and Ms. lanes car was fine and her concerns were unable to be duplicated and therefore, ************ could pick up her car. Mr. ******************* asked if he could buy back her car, I explained he absolutely could but not for the price of her Trade Allowance. ************ asked for a reason as to why not? I explained, the dealership had spent considerable amount of money to get the car through the shop and pass Pennsylvania State Inspection. ************ refused to pay that amount and advised he would bring ************ down to pick up her ******, which she did. No further action was necessary at that time. 

• Initial Complaint

  Date:03/01/2024

  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 Dodge ram 3500 in March of last year I have owned the vehicle for about 12 months 11 of those 12 months the vehicle has spent in dealer repair shops the first month of owning the truck. The truck broke down and required all new hydraulic lifters Camshaft and pushrods this repair took four months before this repair was done and I had to take the truck to three separate dealerships because they couldnt figure out the issue. I was charged for fuel filters and repairs that were unnecessary in this time upon receiving the vehicle back it broke down again two weeks later the dealership, I brought it to the truck for another four months and replace the torque converter. I received the vehicle back with the same mechanical issues as I brought it in the first time ******* unable to fix this vehicle. Ive had multiple cases and *** also escalated a star with ******** engineers where theyve been unsuccessful in fixing the truck. Ive contacted Buchanan auto Park multiple times during this process and they are unwilling to make things right the farthest Ive gotten is a by the sales manager and that he wishes everybody was happy with their vehicles but sometimes that just isnt the case I have lost thousands of dollars on rental cars lost wages for work and Ive also paid the insurance and loan payment every month. I am asking that the dealership either buy this vehicle for what I owe on it or they replace it with compatible or newer ram 3500.

• Initial Complaint

  Date:12/26/2023

  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.

  Purchased a new truck on Dec 23-23 and was told a bottom out the door price with my trade of 30k and was promised a certain salesman because of earlier confusion. So drove 3 hours leaving my wife and 7 yr old on Xmas weekend for this promise I get there it’s not even close to the truck we discussed . So I knew this was bad and then another then another salesman but not the promised one then finally got 2 that never looked on the computer to find what I was looking for so I look at my phone and found one that was kinda close but wasn’t it . Well they get it and it’s way over priced for there upfit stuff $5 gs for a bed cap and running boards. Was told that’s only one on there lot so I walk out and ask about the trucks in front and was told they are too much . So take the add one off . Can’t do that was told so I’m stuck ended paying $6 more then check for cost to sale the add ons when I get home and literally see the truck I bought for $7000 less than I paid and needless to was not happy to lead to believe that was the only truck when they had 9 and 1 was exactly what I wanted but I’m waiting to here from them and I guess I’m just a number so do your research before you go there they are not very personable and are all about volume not looking out for you ! Never again !!!!!

  Business Response

  Date: 12/27/2023

  First and Foremost this transaction was at Buchanan Automotive Inc. 1035 East Main Street Waynesboro, PA 17268. ***** ******, our Sales Director dealt directly with this customer and communicated with him as late as yesterday as well as ***** ******, one of our Sales Managers. He was offered a substitution of collateral for another truck he chose. The customer indicated he would not pay another cent more. Obviously trucks are equipped differently and as a result have different prices. At this time there isn’t anything more we can do. If I can be of further assistance please don’t hesitate to contact me.

  ***********************,

  Operation Manager

• Initial Complaint

  Date:07/03/2023

  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.

  I believe my truck that I purchased last July is a lemon truck.Ive had nothing but issues and have taken it to there service station multiple times to the point there service advisor told me there was a reason why he got rid of vehicle which I saved her text. I'm still having issues with this lemon truck and now I'm having electrical issues.I just want out of my lease of this lemon truck.

  Business Response

  Date: 07/07/2023

  We sold this 2017 ****** ******** preowned to the customer on 07/15/2022, almost a year ago. The last time our Service Department looked at the vehicle was 06/21/2023 repair order number ****** for a CEL, the diagnosis was needing a mass air flow sensor that was covered by the extended warranty purchased at time of sale with a $200.00 deductible which the customer declined the repair. We also looked at a customer concern with the fog lights and found them working as designed, we also looked at a customer concern of AC being inop. and found the AC blowing at 40 degrees which is working as designed, we also looked at a customer concern for a coolant smell, we found no leaks and didn’t detect any coolant smells at that time. The customer always has the option to trade this vehicle on another one, obviously we would have to evaluate the trade value and as always work with our customers. If I can be of further service please don’t hesitate to contact me. 

• Initial Complaint

  Date:09/21/2022

  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 bought a 2016 **** ***** from Buchanan Auto Park on April 11th, 2022. Within a month, the air filter had fallen off completely. The dealership repaired and replaced the filter no charge. However, over the summer, between the months of May and June, the car started to have serious issues. I would press the gas and the car would rev repeatedly but only accelerate slightly. In addition to that it made excessive noise that sounded like constant revving even when the gas was not being pressed. I took the car to over 5 mechanics, including a **** dealer, and none could pinpoint the issue. Finally, at a ***** ******** ****, they found multiple holes in the exhaust that they said must have been welded at the dealer in addition to more holes that were leaking. They welded what they could as I could not afford to replace the entire exhaust. This did not solve any of the issues the car was having. I then took the car to another **** dealer and after inspecting the car they replaced a motor mount, which briefly resolved the car noise for a few weeks. This weekend, on September 17th, 2022, the car broke down. As I was pressing the gas, the tachometer jumped into the red and the whole car felt like I was revving excessively even after I stopped pressing the gas and continued to rev even when I pressed the brake. I was able to get it to a safe location to restart the car and drive it home. I've only test driven it since and although the issue has not happened again, I'm sure it will. These are far too many major issues for a car that I've only had for 6 months.

  Business Response

  Date: 09/23/2022

  *******,

  As our customer indicated we sold the car on 04/11/2022, the vehicle was only back to our Service Department 1 time towed to us on 04/29/2022 for a check engine light and battery light on stating vehicle stalled and would not start. We didn't experience any of the stated concerns, replaced the air box assembly parts we ordered and agreed to replace. We are not willing to buy the vehicle back but can look at the possibility of trading for something else. We would have to evaluate based on current mileage and condition to determine the trade value. If I can be of further assistance please don't hesitate to contact me. 

  Greg K**********,

  Operation Manager 

  Buchanan Auto Stores 

  Customer Answer

  Date: 09/23/2022

  [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.  
  

  However, before moving forward I need to know how this will affect the financing I have on the current vehicle. 

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

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising 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.

  Back in August 2022 Buchanan Auto contacted me with several offers to put me in a newer car and begged me to come in. Once at the dealership they approved me for only 1 vehicle a **** ******** that I had not even asked for I asked for a **** ******** the ******** had more miles than my current vehicle that they wanted me to take out a 76 month loan on with payments in the $600's when I'm only paying $203 a month on my current vehicle and they refused to tell me the interest rate or put it on the paperwork. They wasted my time and damaged my credit with their credit pull when they had no intention of putting together a deal that made good sense for the customer. They even had 3 different people come to talk to me about it telling me how good of a deal it was and not 1 of them would tell me the interest rate on the loan. This ridiculous deal was even after they wanted to give me $9,000 toward my trade in on the new vehicle $6,000 of that would of went to paying off my current car but $3,000 would of went to the down payment for the new loan and the payments and length of loan were still ridiculous. If I remember right the vehicle was $18,000 so with a $3,000 down payment plus another $1,000 in cash would of left my balance at about $14,000 why would I need 6 years and $600 payments to pay this off. Ridiculous interest rates that's why. I will never go back to Buchanan Auto Park they are common crooks who lie to get you in the dealership so they can pull your credit

  Business Response

  Date: 09/13/2022

  The credit was ran and deal submitted to lender due to customers request with a completed credit application. The dealership doesn't set the interest rates, the lenders do based on credit score and history. We cannot reverse the credit pull of do anything about credit score based on this but will certainly honor the customers request by not contacting them in the future. If I can be of further assistance please don't hesitate to contact me.

  Sincerely,

  Greg K*********

  Operation Manager 

  Buchanan Auto Stores 

  Customer Answer

  Date: 09/14/2022

  [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:08/27/2022

  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 July 1st, 2022, my husband and I purchased two vehicles from Buchanans Park Auto. Buchanans made many promises that they did not follow through with. First, my husband purchased a used ***** truck. When we were at the dealership, they did not put on the correct wheels or tires, and the truck sensors do not properly work. Buchanan’s was aware of these issues and said they would be in contact with us in order to fix the problem. It’s 8-27-22, and they have not returned any calls or reached out to us to solve this issue. Second, I purchased a new Jeep Wrangler, and when we were negotiating a price, we were told, and the paper stated, that there was a “trade-in bonus.” Buchanan’s was going to pay off my vehicle and give me a $3,000 “trade-in bonus” because my trade-in qualified as it was a 2014 *** under 100,000 miles. When I signed the paperwork, I assumed that the price reflected what we had discussed, but later, when reviewing the papers, I realized that it was not. The final paperwork stated that they paid off the *** ($7,094.97), but they only gave me $1,225.03 towards purchasing my new ****, and not the $3,000 we discussed. I called Buchanan’s and tried to reach the manager, David, on several occasions. I was informed he would call me back each time, but there have been no callbacks to date.

  Business Response

  Date: 08/30/2022

  We swapped the wheels and tires from the customer’s trade as per their request/negotiation in the purchase. We ordered the necessary parts to correct the TPMS light being on. Kevin M**** ( Service Lane Manager ) is contacting the customer today to schedule. I am having our accounting office send the customer a check in the amount of $1,881.47 to cover the difference of the trade in bonus, this amount includes the sales tax difference. If I can be of further assistance please don’t hesitate to contact me. 
  
  Sincerely,
  Greg K******

  Operation Manager

  Buchanan Auto Stores

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

  Customer Answer

  Date: 08/30/2022

  [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,
  
  ***********************