ComplaintsforCovert Buick GMC

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Covert on Tuesday night after 6pm. I signed the contract for a used car that was needing me to provide insurance. I spent the next 12 hours getting quotes and setting up my new insurance. Dealership called to ask when I could come by and take delivery of my new car. I explained I would be unavailable during any hours before 6pm. No one said anything to me about coming and dropping off vehicle or working with me to get my new car home. On Tuesday (as they were not open Monday) I asked to have my vehicle ready I was coming to take delivery. I was told they sold it. The reason they gave us that people come in all the time and sign contracts. I have never signed a contract I didnt live up to nor am I aware of any others who perform this practice.

  Business response

  03/14/2024

  Unfortunately, the customer didn't complete the process.

  Feb. 12th-Came into drove the vehicle and we gave him an offer...he declined at the time. Management went to visit with the customer he told the manager he was interested but was tired and just wanted to go home. Feb. 13th- The Customer came in ready to purchase. At the time another customer was interested in the vehicle but that fell through. So sales contacted the customer to let him know it was available. He came in to wrap up the deal. Unfortunately, he did not have the down payment or insurance at the time. He told the finance manager he would be in the next day with both. Feb. 14th-The Customer texted the salesman that he would get insurance next day. Feb. 15th-customer text and said he was too busy and would be in on the 16th. at 11am. Feb. 16th- customer did not show at 11am. The manager contacted him and he was told that we could no longer hold the vehicle and needed to wrap up the deal today! He ask the manager to text him an email that he could send the insurance to and that he would be here at 5pm to give us the down payment. He never sent the insurance and did not show up. Feb. 17th-Still didn't show...Management put the car back on the lot and it sold.

  Feb.26th-Texted our contact management system that he wanted to scheduled an appointment the next day. Unfortunately. the car was sold. 

  The team tried to help him as much as possible...he was never available to complete the transaction.

  Best regards!

  Customer response

  03/14/2024

  Complaint: 21392446
  
  I am rejecting this response because:
  The information provided by this response is inaccurate. If this dealership chooses to continue to do business in the manner my contract was handled and it is legal, then the next response will have to be accepted. This dealership did not communicate the ability to assist in picking up my down payment. Insurance was paid for and provided. Perhaps a closer look within could shine some light. Either way I do not see them accepting any responsibility in this deal. I only hope that future car buyers are not wrung through the wringer and time and money wasted for them to make money.
  Regards,
  
  *********************

  Business response

  03/19/2024

  Unfortunately, we are disappointed that the customer believes our sales team did not assist in the best way. They were following the policy and procedures of the sales process.

  Best Regards!

  Customer response

  03/22/2024

  Complaint: 21392446
  
  I am rejecting this response because: the whole disregard of accountability and lack of acknowledging the situation for potential solutions to help others. This dealerships is obviously got their head in the clouds about how they do the best they can. Whatever. Best regards to the next person you do this too. 
  
  Regards,
  
  *********************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am working for a *************** in North *****, we were looking to purchase 2 trucks for the department. Made a deal with the dealership on Friday June 9th. We had to wait for our Govt. financing to come through on Monday. Now we are being to that they cannot sell us the trucks at the quotes they sent to us. You put ********** in writing and signed off by the sales manager. You need to honor the quote.

  Business response

  06/15/2023

  I'm sorry but you have contacted the wrong dealership! This is Covert Buick GMC in Austin and not Covert ********!

  Thank You!

• Initial Complaint

  05/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I traded ** a 2022 Jeep Grand Cherokee to this business for a 2019 Cadillac XT4 and also gave them $3000 for said trade. Before my first payment was due it began having electrical issues, and stopped completely on the highway almost causing a car wreck. Covert picked up the vehicle 4 hours later without informing me and they asked for the vehicles keys back to which I obliged. After they had possession of the vehicle they tried to get me to get a new vehicle but I wanted to part ways with them. They have never reported to the financing company that they took back the vehicle, the only reason they know is because I informed them after months of it impeding my credit score. My credit report has taken a serious decrease because of this.

  Business response

  05/15/2023

  The consumer did purchase in April of 2022 and did a credit application giving ** permission  to run her credit. Also, when the vehicle let her stranded on the highway...we sent roadside assistance to address concern. The vehicle had ran out of gas. Please note the vehicle was surrendered to the lienholder and not to the dealership. Please find attached : Registration and carfax information.

  Best Regards

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had maintenance on a 2019 Buick Regal several times for the same issue. The maintenance issue has not been fixed properly. The latest was around March 10 2023. My vehicle has been at the dealership for nearly two months with little to no contact with the service manager. I have been extremely patient. Was promised a loaner vehicle nearly 3 weeks ago. I have attempted to contact the service director with no success. I am requesting that the vehicle be fixed immediately or sent to a facility of my choosing for the repairs at the expense of covert Buick GMC due to the fact that the vehicle is still under warranty.

  Business response

  04/26/2023

  The vehicle has been here since 3/26/23 with a written RO# ******. Unfortunately, the vehicle came in very dirty. We had to get it professionally clean to move forward on diagnosing concern. We found that a substance damaged the shift to park switch. We are getting it covered under warranty through customer enthusiasm to help the customer out. We have a case with ************** for the part. The part is on national backorder with no ETA. Customer was info this.

  The advisor last updated the customer on 4/3/********** should of been every week! Our apologies for the advisor not reaching out and the advisor should update weekly.

  Please note: the advisor has called today and text today to let the customer know we have a loaner if they want to pickup between 4 and 5,  today! At this time no reply!

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  So this is what happened to us! I saw a 2019 Suburban Premier on 2 auto websites (screenshots attached) for the price of $36,088, it was located at this dealership. I called to inquire and spoke to **** who referred me to ***, she said she is the person who took the trade in for it. After speaking to ***, we asked if we could put money down to hold this vehicle after it comes in! She said she had to check, then texted back that they can take a deposit, we put down a $500 deposit to hold this vehicle since it had not arrived to this dealership yet but would be in this weekend, according to ***. She told me it was a great price, very nice vehicle in great shape, they know the owner took great care of it, it had low mileage, yadda, yadda, yadda and even sent 2 pictures of the suburban! Yesterday, I requested a total for this vehicle so I could determine whether or not and how much financing I would need. I'm in CA, I also discussed transporting this vehicle to CA with *** and told her I would coordinate that on my own. Well, she texts me today to say there was a glitch in their system and the price was not the price shown (she first asked me what price did I see) and they don't know how that happened but it was due to the glitch! Well, I call bull****! First of all, a price doesn't automatically populate when you're creating an ad, you have to insert the Vin#, price and info in! She then tells me the price will be between $50,000-$60,000 but before this, she asked how I was paying for this vehicle! Either this is a bait and switch or she found out that I was going to pay cash, then increased the price! After reading my bad reviews on their website. ******** page and Yelp, they asked me to contact ******, their Customer Relations Mgr. She called me this morning and asked me what happened, I explained the whole story. Then the Sales Mgr called and also tried blaming the problem of the price difference on "a system glitch", "the ad doesn't say how many miles are on the car" and "haven't you ever made a mistake?" Well, which one is it? A deal is a deal especially when dealing with a legitimate dealership!

  Business response

  04/13/2023

  To whom it may concern,

  *** vehicle was traded in sight unseen and had not arrived yet. Our system with vAuto will auto populate a price to match the market with current miles. *** vehicle had 0 miles in the system at the time and caused a glitch in pricing the vehicle was about 30K under fair market pricing.

  *** customer contacted a sales consultant to hold the vehicle, yes that is correct. However, our website has a disclaimer protecting us from inaccuracies and/or a glitch in pricing. the most important part is that there was never an actual exchange or a buyer's order. ***re was no actual exchange or transaction besides a late night deposit that's a normal business practice. It is very unfortunate that this happened and we regret not being able to move forward with the consumer. We have had management call and explain to the customer. *** customer is adamant we owe her the pricing even though there was no legal contract. Unfortunately, we will not be able to move forward with this transaction.

  Best Regards

  Customer response

  04/13/2023

  Complaint: 19923752
  
  I am rejecting this response because: *** said she took the vehicle in, I told her when I first made a the phone, "Hello, my name is ***************************** and I'm interested in the 2019 Suburban Premier for $36098!" She asked me where I saw it posted, I told her a car website, *** then explained  to me that she took the vehicle in as a trade in, who owned it, low miles, where it is in *******, this Suburban is fully loaded, etc!" I even the discussed the milege with her, she said, "it has low mileage" I told her, "yeah I saw it has ****** on it" after she used the phrase low mileage! (I got this information from Carfax.) It was not a late night transaction, it was 8:52 in the AM! See my receipt in my texts! We had a lengthy conversation about this 2019 Suburban Premier listed at $36098 and price and condition, I asked if I could put a down payment on it, she wasn't sure at first, but went to check and took my $500! And further more, when *****, your sales Mgr called me, he was more upset about my bad "Bait & Switch" reviews on Yelp, your web page and ******** rather than trying to apologize and take responsibility! First he talked about a glitch, which I surely don't believe, if not adding the mileage gives you the price, the price would be all wrong in every ad if this were the case, he talked about the miles, are there miles shown? (Also the description of the vehicle in the ad seems to be accurate, did this populate also?) My answer, "No, I used the Vin# and got this information from Carfax!" (If I, as a consumer, am able to obtain this mileage information, I know a dealership has the capacity and knowledge to do the same! So is this how they are able to legally do a "Bait & Switch" and then call it a "Glitch" and get away with this?) ***** then says, "I don't even know what the vehicle looks like, how do I know that picture you posted is the vehicle, that picture is in someone's driveway not in front of our dealership?" My response, "Because your salesman-*** sent it to me or do you make it a habit to send other pictures other than the vehicle were talking about?" He then asked me, "Haven't you ever made a mistake in your life?" My response, "Yes, and I have owned them just as your business should, it's just good business practice!" This is how the conversation ended, "Well I am not selling you this Suburban for $36000, do what you need to do!"

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

  Business response

  04/15/2023

  We stand corrected by the fact that the sales manager, did not have possession of the vehicle. The vehicle was advertised without mileage and the consumer was not able to produce any pictures of the advertised vehicle showing the mileage of the vehicle. We were not able to validate the condition nor the mileage of the vehicle until it arrived on the premises after the conversation the manager had with the consumer.

  Sales Manager did apologize for the inconvenience this has caused the consumer and explained to her how this glitch could have happened but unfortunately, she was so angry over the phone, despite the manager trying to calm her down, and she did not want to listen to anything he had to say.

  For the Organization to be accused of "bait and switch" we would have to have an inferior "product" other than what was advertised. Neither case holds true because we did not offer any other vehicle to the consumer and returned her deposit as soon as we noticed the glitch in our system and had absolutely nothing to do with her paying "cash" as stated in her previous reply. Many of our transactions here are paid by "cash" and not just financing through a lending institution. We take accusations of wrongdoing and "unethical" business practices extremely serious and have zero tolerance for them.

  Unfortunately, the only resolution in her opinion in this case is for the dealership to sell the vehicle to her at a roughly 20k to 30k below the market value at a price of $36098. Although the glitch was a mistake, the price differential is so severe in this case that would be unfair, "unconscionable" to require the dealership to perform.

  Best Regards

  Customer response

  04/17/2023

  Complaint: 19923752
  
  I am rejecting this response because:

  *** told me that she took this 2019 Suburban Premier in as trade in, she had to have known what the mileage was and this information is documented somewhere! There is no way for your business to give a price for trade in "sight unseen" like *****, your sale manager tried to tell me! "I haven't even seen it so I don't know what the mileage is or the condition of it!" Well, somebody saw the condition, mileage etc when they took it in as a trade in or how else would you able to give your customer a trade in value? I saw this vehicle posted for $36,098 and put a down payment on it and your dealership should sell it for the price the ad stated! I wasn't rude with ***** but was angry that he gave me excuses as to how this ad got created! "A glitch in the system" "no miles posted in the ad" "Haven't you ever made mistake in your life" Non of these excuses has to do with posting something for sale, taking a deposit (the person who took my money knew most about the vehicle since she took it in as a trade in and sent me pictures) and then increasing the price by $20,000 after an agreement had been made for this 2019 Suburban Premier listed on your website! After clicking on the car sale web page, it linked me to your page that showed a Vin#*****************. There is no question that *** (the salesman I was dealing with) was confused, she sent me the pictures of the suburban. Again, how could she possibly not know how many miles were on this vehicle,  she itold me she was the one who took it in as a trade in! This is a Bait & Swtich or False Advertisement, both of which are illegal business practices!
  
  Regards,
  
  *****************************

  Business response

  04/19/2023

  Unfortunately, we will not be selling the vehicle for $36098. Our apologies for any inconvenience this has caused the consumer.  

  Best Regards

  Customer response

  04/20/2023

  Complaint: 19923752
  
  I am rejecting this response because: I have discredited all of your poor and unethical business tactics! Other consumers may have either accepted your inflated price (after seeing an ad with a lower price given on your website) or just moved onto anther vehicle without blinking! I, as a consumer, would like  other consumers to be warned of your dealership's shady business tactics! So perhaps other consumers (like myself) who always read reviews before making a decision to even visit an establishment (to make such a large purchase) will read my BBB complaint and reviews and be informed before they decide to choose your dealership!
  
  Regards,
  
  *****************************

• Initial Complaint

  03/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Super shady. I was interested in a vehicle there for about 102. When they called me about the vehicle they instantly asked me to wire them ****** without any paperwork. Nobody in their right mind is going to wire ****** without even a buyers order. They then send me a sample copy of a buyers order. Nothing confirming any information. Not even signed. They asked over the next day multiple times for me to initiate a wire for $****** without even giving me any paperwork. I honestly felt like I could have been being scammed. Nobody I mean nobody sends of ****** via wire with no signed paperwork. Another thing that was also shady was I tried to put a deposit on the vehicle 3 different times and they didnt accept it. They said they just wanted the wire for ****** instead ********************* was my salesman and **** was the finance guy. I purchased elsewhere where I dont feel like its some shady sort of deal where I put ****** ask risk. MY CREDIT WAS RAN FOR NO REASON BY MULTIPLE LENDERS. They ran my credit with multiple lenders meanwhile refused to take a deposit for the vehicle. I could not waste anymore time with this dealer who I felt like I couldve been getting scammed by.

  Business response

  04/03/2023

  We are sorry that you felt this way. After reviewing the information and your credit application. The proper process was put in place and the **********. was sign. This give the finance manager the opportunity to pull your credit. 

  Also, we can not address the ************** You will have to address this on your own.

  Best Regards!

  Customer response

  04/03/2023

  Complaint: 19867062
  
  I am rejecting this response because:

  The business is completely ignoring the fact they demanded a $84,000 wire with no paperwork. They refused to take a deposit on the vehicle and just demanded I send $84,000 cash via wire before we go forward.  WITH NO PAPERWORK They ran my credit for a vehicle that was not purchasable.
  
  Regards,
  
  ***************************

  Business response

  04/06/2023

  We treat all customers the same with the same processes and procedures.

  The Credit Application was sign by the consumer...giving the okay!

   

• Initial Complaint

  02/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a 2019 Dodge Durango from, Covert Cadillac with finance manager **********************************. This was *** of 2022, the vehicle was totaled October 31, 2022. A total loss was filed and settled with my insurance. I turned in a total loss form with proof as shown, December 16, 2022. It is now, February 15, 2023; no response from phone calls or emails have been returned. Myself nor ************** have received a check for the five warrantys put on the vehicle. During the purchase I was told I purchased one warranty for $4,900. After talking with ************** today I have been made aware that my entire $10,000 down payment was thrown into warrantys. They listed 5 warrantys at the following price points; $4,900, $1,049, $499, $1,027 and $1,344. I questioned over and again how $10,000 down did not make a difference in the price and I left paying over the original amount of the vehicle which was priced at $36,000. My drive off price was a little over $37,900. I simply want my warranty money back. My credit has been badly damaged and I lost a vehicle. I wish to be done with this experience.

  Customer response

  02/15/2023

  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.
  
  Regards,
  
  **********************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction is December 2, 2022. On December 2, I wired $1000.00 to hold the vehicle for purchase. On that day by sending in the deposit I was made to believe this particular vehicle was specifically on hold for me. After I sent in the wire to hold the said vehicle, a manager called me and informed me that I would have to finance the vehicle in order to purchase, and that he was negotiating the sale of said vehicle with another customer. I had already made it known to the sales rep that I would be purchasing the vehicle in full, and did not wish to finance. The manager told me in order to purchase the vehicle I would have to finance and purchase the protection warranty. To date, I have given Covert $25,000 and waiting for the first bill in order to pay off the vehicle out right as I planned to do initially. After I sent the initial wire for hold, I feel like I was forced into paying extra costs that could've been avoided had I paid in full.

  Business response

  12/17/2022

  Please find in attachments! Statement from Sales Team and Finance Director. Let us know if you need any other information.

   

  Best Regards,

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

  Covert Buick GMC

  Customer Relations Manager

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

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

  Customer response

  12/22/2022

  Complaint: 18573232
  
  I am rejecting this response because: they are not taking responsibility.  I initially got in  contact with **** the sales rep, made it clear that I was wanting to purchase the vehicle in cash. I was told by **** the sales rep that I could indeed pay cash.   Once I spoke to ****** the sales manager, he gave me other conditions. I had been in search for this particular vehicle for over a year so being that Covert had the vehicle I was ready to purchase outright.  
  
  Regards,
  
  *********************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Buick Encore in December 2021. When I purchased the vehicle I was told that I would get my 1st oil change free. I didn't have any issues with the vehicle. I brought it in and they changed the oil and now it leaks oil BAD. They claim its been there (they didn't say anything to us at the 1st oil change) and then they said its our fault. No one has touched the vehicle mechanically in anyway except Covert Buick GMC. They will not return my request for a call, and now my car won't start or struggles to start. I asked for the General Managers name and the person claimed they didn't know it nor did they know the service managers name. All I want is for them to fix the engine/oil problem or replace the vehicle.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled my extended warranty, two weeks ago , they didnt provide my with a copy and I tried call them , keep give run around!

  Business response

  03/22/2022

  This customer filed a complaint at the wrong dealership. We have no record of this customer. He is a customer from the ********************** GMC store in Austin. I have notified them to reach out to the customer. 

  Business response

  03/23/2022

  Good Morning,

  ************************************* Warranty Check was cut on 3/21 for $4574.00, Check # ****** and was mailed out to him. The address on file was ******************************************************. All Cancellations usually take six weeks to process...it has to go through the **************** and then the bank. We are very sorry for lack of communication and explanation. If there are any other concerns please reach out to ****** at

  ************!

   

  Best Regards!

  Customer response

  03/23/2022

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

*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. ↩