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:06/28/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 got an oil change with GMC and they messed up something to where the gromstick was no longer on my car in the oil splattered everywhere underneath my hood, running my alternator, causing my car to break down. I am needing my money back for this refurbished alternator that is on my car that is not working and I need GMC to p*** brand new alternator on my car free of charge.

  Business Response

  Date: 07/17/2025

  Hello  ******** ******,

   

  Customer has already been contacted and will be bringing the vehicle in  7/1/25 for inspection and rectification of the situation. We have not inspected the vehicle, nor have we been able to validate the customer concern based on the photos provided. We will inspect and assess the situation tomorrow to determine the best course of action. I have notified the customer of this and offered an **** while we look at the vehicle. She obliged and will be dropping off at 10am

   

   

  Respectfully

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

  New Car Sales Director

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

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The business did not rectify the situation. They only switched out the alternator. There are still issues with my truck. *** had to pay others to fix it. I have not been reimbursed for the original damage. And they refuse to respond to me.  I will be filing in small claims court tomorrow. 
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:04/14/2025

  Type:Order 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.

  The dealership refused to sit down with me to finalize the contract. They later sent me after two weeks of copy of the contract with numbers missing. ** who is financing the car sent me a bill for $6,000 more than what we had agreed to. Without my permission they used an auto signature to allow warranties and other items to add to my contract before turning it into ************** finance. I feel this is a almost criminal act and was definitely negligence on their part. I don't know if they have this happening all the time but it put my payment way above my budget and they are not helping me fix the problem. I want to turn the vehicle in back to them and not have any repercussions

  Business Response

  Date: 04/16/2025

  Hello *** ******,

   

  I wanted to  apologize for your  less than  pleasant experience  while purchasing your **** Explorer. I reached out to  my Finance and accounting team to see the status on your credits to your lien holder and check to  be distributed.   I was told that the Refunds to your lien holder which is GM  Financial  were issued on March ****** for Dent Protection, GAP coverage and a check has been issued on 4-15-25 to Daniel  ****** for cancelations of IKON and Resitall. The check  number 2002754  for the amount ******* will be mailed this week.   We hope that we can continue a good relationship for any  future sales or service needs.  We hope this will help you feel better and let you know our intentions were never to over charge or  modify any  documents on your contract.

   

  Respectfully

  ******* Hadley 

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

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

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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 bought a 2025 ********** in December 2024 from **** and Masten GMC, and I never got a manual. I have asked for assistance with this issue from my salesman and the sales managers, but they keep putting me off, dodging my calls, or stringing me along waiting for me to go away. They have referred me to an app, but I do not have a smart phone, and wouldn't want to read a small screen in the event of an emergency even if I did. I just want what comes standard with every vehicle on the market. This issue should not take months to resolve.

  Business Response

  Date: 02/27/2025

  Good Morning  

   

  We apologize for the  delay that we are experiencing from the 2025 GMC ****** ****** manual that  is  on national  back order from GM.  We placed the  order for Mr.  ******* back on  January 29th,2025.    We have still not received the  owners manual as of today. We offered Mr. ******* the operations manual for  his 2025  ******* but  he declined accepting this manual.   We will reach out to  Mr. ******* as soon  as we receive  the  2025  ****** owners manual from GM. 

  Once again we apologize for the delay on delivery and we appreciate your  business.

   

  Respectfully

   

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

  New Car  Sales Director

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

• Initial Complaint

  Date:12/19/2024

  Type:Product 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.

  Start date of this incident 10/26/24 to current 12/19/2024
  paid for repairs $1960.63 for oil leak.
  problems still not resolved.

• Initial Complaint

  Date:11/15/2024

  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.

  Purchased a 2020 CERTIFIED 1500 Chevrolet Durmax in September 2024, lest than 4 months ago and this vehicle has been in the repair shop at **** and Masten more than it been at our home. Transmission going out , broken axel replaced rotor and back brakes. Paid over $43,000. 00 and I will deciare this vehicle a bag of lemons. **** and Masten DID NOT DISCLOSE THAT THIS VEHICLE HAS HAD TRANSMISSION PROBLEMS PRIOR TO US PURCHASING. WE'VE HAD TO PAY FOR RENTALS BECAUSE THEY RARELY HAVE DEAL CARS. WE NO LONGER WANT TO DEAL WITH **** AND MASTEN.

  Business Response

  Date: 12/02/2024

  Good Morning 

   

  We traded  ******** Grace  out  of her  problem 2020 chevy  truck and  resolved the problem  with a new  GMC Sierra.       We do apologize for any frustration you experienced during this transaction

   

  Thank you again for your business 

   

  Respectfully 

   

  Parrish  ******

  New Car Sales Director

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

  **** and Masten Buick GMC 

• Initial Complaint

  Date:10/08/2024

  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.

  On August 21, ******************************************************** 2 mins. I immediately called the police and luckily for me I had hid an Apple AirTag in the truck. It was found and recovered. The thieves had unplugged my horn from the outside, several components located underneath the steering wheel of the truck and for some reason removed the push start button from the vehicle. Other than that, no physical damage to the exterior of the truck was done. I tried using the remote start on my key fob but the truck would not turn on. Because of this, I had to call a tow truck to tow it to the dealership and it arrived around ******* is now October 8 and after repeated follow up requests, with the occasional short response by the dealership, I still do not have my vehicle. I keep getting the run around on why it is taking so long. I have visited the dealership multiple times to discuss the matter with the assigned service **** the service reps ******* and have emailed the general ******* of the business and have not received much feedback on when the vehicle will be repaired.

• Initial Complaint

  Date:08/22/2024

  Type:Product 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.

  Saturday, August 10th, 2024, at 10:00 am, I arrived at *************************** North in ******* ***** for my scheduled service appointment at 10:30 am. My request was for a front end alignment, (due to steering wheel 1 or 2 degrees off to the right) on my 2021 ****** 1500 (Harley ********** The vehicle was handling fine on the way to my appointment. I also requested that the vehicle be test driven to ensure everything was satisfactory before I left. At approximately 14:12 hours I was told I was good to go so I started on my way home. I was on a major highway when the vehicle started pulling hard to the right and left, this action was very frightening and I was concerned with all the motorists driving at high speeds. I had to slow down too approximately 50 miles per hour to make it the rest of the way home. Note: No one took my vehicle for a test drive, if they would have they would have been frighted not me. Having survived a near fatal auto accident in 2018, this was extremely traumatizing. I finally picked my vehicle up on Friday, August 16, 2024. During the span of 6 days I made several calls to the service department. I was either put on hold, transferred to wrong department or got VM and very little response to my texts. I asked the receptionist if they could ************** but they said he was not available or with another customer. I had the same problem trying to contact Mr. ******** I am seeking full restitution in the amount of $2,294.28 which I paid for the tires, and the stress Beck&Masten staff caused me by putting my life and others at risk. I have been a loyal customer for years at this location, and to be treated this way is inexcusable. We have purchased 5 vehicles from B&M.

• Initial Complaint

  Date:07/05/2024

  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.

  On April 23 I took my truck to Beck and Masten for a transmission issue. Since, I have returned the truck multiple times and been without my truck the majority of the time, most recently 2 weeks in a row and counting, without a fix. The dealer has replaced the same component and the failure/issue occurs within miles of the repair/dealer. I have provided video recordings of the issue. The dealer showed me a service bulletin of that appeared to address this issue, without resolve. The dealer has had the videos yet did not review the videos until I threatened to pull the truck out of the shop and then spoke with the service manager who took my concerns seriously. The dealer has provided loaner/rental cars during these times. I have a truck for a reason and the loaner/rental is a car and a major inconvenience to my daily operations. I have emails and the full string of text messages that are time stamped with the multiple occurrences. This repair is within the drivetrain warranty (~57,500 miles) and has been paid, so far, by GM/dealer. It is frustrating the repair is not being resolved and the transmission needs replaced. I am being forced to consider trading the vehicle in and can't even get the dealer to quote me a trade price because the truck is held hostage in the service shop. Replace the entire transmission or If I am forced to trade, GM needs to make the trade right (financially) or get my truck back ASAP.

• Initial Complaint

  Date:05/24/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 issue is involving the constant issues with my brand new car (2024 GMC Terrain) and the shadiness of the dealership. Starting a month after i got it I started having problems with the back up camera and infotainment system. The stereo screen would go completely off randomly sometimes leaving sound sometimes not. The back up camera would go blank with a caution symbol displaying on the screen. I have had 2 oil changes so far, one at the dealership and one at take 5 after the one at take 5 the change oil soon light wouldnt go off. Around the same time i started having issues with the brakes and the transmission. I called to make a service appointment and told him about the oil light and he said in a rude tone "well you havent been here in 8000 miles and thats required by you so that is why the oil light is on". I told him i went to take 5 and he said "well what did they do to it!?" He was just super rude. I hung up and called again a week later and got someone else who made me an appointment right away and got me a rental car. I had the rental 2 days and was told to return the rental and get my car because it had been test driven and they found no issues. I was told several master mechanics had test driven it and found no issues. I knew it was impossible for them to test drive it because we had massive flooding in *******. I got my car back and the paperwork said "not test driven" and had the same mileage in as it did out. I also checked my car tracker and it didnt move. I complained to ** and they called the dealership and a few days later i was put in a demo car. I had the demo 1 week and was called by the service manager and shop ******* and they said they couldnt duplicate the issue. I told them how to duplicate the issue. I was then contacted by ** saying they duplicated the issue and it is how it is supposed to be. I have proof on my tracker app they didnt duplicate the issues and i still have a car with brake and transmission issues. MORE

  Business Response

  Date: 05/28/2024

  Mrs. *****

   

  I do apologize for the frustration on your 2024 Terrain and  the drivability issues you have been experiencing over the past few months.  Even though our techs are able to duplicate the issues you have experienced with  braking and acceleration.   Let  possibly do a feasibility test of possibility on  trading you out from the terrain into another vehicle of your choice.    My  goal is to have you completely satisfied before,  During, and after your sales.   

  I will have one of my top sales consultants reach out to you ,   ******** ******* and see what we can figure out for you.  

   

  Respectfully

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

  New Car Sales Director

  **** and Masten Buick GMC

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

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have ***iewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  -I called roughly a month ago regarding brakes, oil light and radio - the guy that answered was very rude.  I told him its hard to brake at high speeds when having to brake suddenly, and the change oil soon light comes on every time I start the car.  He said with an attitude well your oil light is on because you havent had you oil changed in over ***** miles and thats required by you.  I told him I went to take 5 because I was having trouble making an oil change appointment that fit my schedule.  He replied again with a rude tone well what did they do to it! You need to take it back there.  I said I am not taking it back there and I would like it looked at.  He then said that the dealership doesnt do loaners anymore with the new owner.  I told him I bought the car after the new owners took over and was promised I would get a loaner.  He replied well we dont do loaners, so when do you want to drop it off?  I said I cant drop it off without a loaner due to my job.  He again said they dont do loaners.  I hung up
  
  - I called back asked for service manager, the lady that answered said she would help, I told her respectfully I would like to speak to the service manager because I am having brake problem and I dont feel safe in my car and I need a loaner.  She trasnferred to senior advisor, I think his name was ****** but Im not sure.  He listened to all my concerns and said for me to come in the next morning and he would put me in a rental.  He was very nice and respectful.  I told him I usually have Itaty as my advisor but I doesnt matter at this point.  He said no problem and scheduled me with Itaty.
  
  - I got a text after 2 days to return rental, couldnt duplicate issue, I texted back there is an issue and how did they test it accurately when there has been wide spread flooding.  I told Itaty that respectfully I am going to text my sales person to see if he could get involved to help me with this situation or getting me into a different car.  
  
  - I texted *** and let him know my frustrations and he said that he would find out what happened.  He then said that several master mechanics drove the car and found no issues.  I then said how did they test it the way I described the issues when there has been storming and widespread flooding.   He then replied that we dont shut down due to weather.  I was then even more frustrated and came to pick up my car.  When I got home I looked at my tracking app and I was right in fact it didnt move at all from the dealership.  The paperwork even had the same mileage in and out and said on the paperwork no able to road test.
  
  - I then started case with GM.  4 days later I was texted to bring car back and they have a demo.  Reiteratted same complaint plus mentioned the shuttering transmission. When doing a normal excelleration or sometimes when excellerating at high speeds it would *** to 5000.
  
  - They had it for 3 or 4 days then I was texted that the power has been out and they would fully check it when they got power back.  On day 5 *** and the ******* called me on speaker and said they were test driving it and couldnt duplicate the issue.   I told them my exact complaints and how to exactly duplicate the issue.  I heard the ******* say in the background its just the ****   He didnt know I could hear him probably.  I know nothing about cars but how could it be the *** if the brakes are working less.  
  
  -The next day I was told that they duplicated the issue and its the *** and the shuttering is the turbo.  I picked it up 2 days later and was very very upset.  
  
  - I got home and looked at ALL of my dash cam camera footage.  They unplugged it here and there.  They lied about reproducing the issue.  They were in my car when they called me and that was recorded.  After they hung up with me I was being mocked about saying my demo drives better and everyone says that.  
  
  - After they hung up with me they didnt even try to reproduce the issue and just drove it around cypress for almost an hour I guess cause they knew I was checking the tracker.
  
  - I expressed at nauesum that the issue with the brakes is when I have to brake suddenly to avoid a collision I have to jam on the brakes.  If it is the so called *** wouldnt the brakes be working more not less?  
  
  - the test driving I saw was not at all what I said.  They were driving on the freeway at 60+ MPH and slammed on the brakes.  It braked fine of course because that is not the issue.  They gunned it from a stop to reproduce the shuttering.  Again that is not what I was talking about or what I told them.  I was said when I excellerate at normal speeds it shutters roughly.
  
  After seeing all of this and the proof from my dash cam and tracker app is when I decided to contact the BBB because it was a no win situation and no one was willing to help me.
  
  -I was contacted today to get me out of my car and into a different car but I really dont want the same car and risk having the same issue.  I would prefer to get the 2025 terrain or a deal on another car or the dealership paying off my loan and taking back the car.  
  
  I can send the videos, documentation or screenshots of the tracker if needed.
  
  Regards,
  
  
   
  

• Initial Complaint

  Date:02/27/2024

  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.

  Buick Encore GX transmission failed on 10/11/2023, tow truck to **** and Masten, North for repair: vehicle; there going for four months. Have repeatedly to fix or give me a buyout, Communication with Dealer has been very erratic. December 6, 2023 contacted *** was given Claim: SR9-11371530760, ** keep tell me they are wanting information from dealership. Spoke this Servicer ********************* stated again this morning 3/27/24; they are still working on the problem ???, It time for **** an Masten to solve the problem or give us a BUYOUT.