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:03/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against McKinney *** regarding my purchase of a 2025 GMC ****** 2500 Denali Ultimate on March 1st, 2025, for a total of $94,200, which included $2,800 for a protection plan. I was misled by the finance person, ******* ********, who told me the plan included oil changes and would pay for itself through those savings. However, after further investigation, I learned the plan did not include oil changes at all.I attempted to contact ******* and his manager multiple times over the course of a week with no response. When I called from a different phone number, ******* answered but hung up when I raised my concerns. It is clear to me that ******* intentionally misled me to make a sale, showing a complete lack of professionalism and care for customers.This experience has left me deeply disappointed with McKinney GMC. I would not recommend this dealership to anyone and hope the Better Business Bureau can help address this issue.

  Business Response

  Date: 03/12/2025

  I am sorry there was a misunderstanding on the warranty that you bought.   It was mechanical protection and not a service contract policy.    You can cancel the warranty at anytime.  The easiest way is to contact MPP directly at **************

   

  Thank you,

   

  ***** ******

• Initial Complaint

  Date:01/01/2025

  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.

  I took my ********** in for a factory recall to fix the airbag. When i collected the truck i saw two very obvious cracks in the dashboard. I showed the person who checked me out and was told to expect a call the next day. Nobody called me so I tried calling two more times leaving messages but never received a reply. The third time i insisted on speaking to a manager and I left a message on his voicemail. He also did not return my call so I called again and insisted someone needed to talk to me. Finally I was told ** does not pay them for the repair so tough luck for me. I expected to pick up my truck in the same condition. How is this my fault and I should pay to get it fixed. I dont understand how anyone could be so disrespectful to there customer and think its ok.

  Customer Answer

  Date: 01/10/2025

  The owner from Mckinney Buick responded to my complaint on ****** reviews and provided the email for the general manager. 
  
  I have emailed twice with no response. 
  The screen shots are attached. 
  

   

  Business Response

  Date: 01/25/2025

  When we perform recalls on older vehicles we always let the guest know due to age these areas such as dash boards or pads may crack or even already be starting to crack or it  may get worse. The guest has the option of not doing the recall and signing a wavier that they would defer and release GM of any legality. These area's get brittle over time with our environment and Gm does not assume any responsibility other than replacing the recalled part. 

  Customer Answer

  Date: 01/28/2025

  I am rejecting this response because:   I was not warned in advance about possible damage to my vehicle. To imply that I was is simply untrue. How is it the customers problem to deal with something you guys broke. Shocked that you would even consider arguing.

  The repair was for a safety recall so it would be very unethical to suggest that a customer should not complete the repair.
  

  my ****** review received a response from the business owner. I was told to contact the general manager. I tried three times with no response. 
  I like my GM truck but this dealership is just awful. 

   

  
  

• Initial Complaint

  Date:10/22/2024

  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.

  We purchased a used Truck from them. Used car sales Manager agreed to replace 2 body parts that were damaged. Even put it on the WE OWE form that all parties signed. Now the Dealer is saying they never agreed to replace. Only repair. That is not what was discussed.

  Business Response

  Date: 11/21/2024

  please contact me ***************** and let me know items you feel you are still owed.

  Thank you,

  *****

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because: 

  First, I have emailed him with no response weeks ago.  

  The dealer had Our truck for 3 and a half days.  They were supposed to satisfy the WE Owe and take care of a recall.  The used car manager ***** calls me and tell me truck is ready, then calls back 30 minutes later and says sorry, it's not.   I told him I'm coming to get it. im tired of the LIES.  We get there abd the only thing that was done us the 2 tires, 2 bumper extensions changed and a front license plate bracket was installed.  

  The scratches on doors were not touched.  The hail damage was not touched.Front windshield still has tint on it.  The key that was left in glove box does not work. 

  Then I see a 3 page invoice of work that was supposedly done.  Well, I can prove from a oil sample that was taken from a reputable shop that the oil and filter was not changed.  The wiper blades were not changed. Air filter was not changed.  There was no alignment done, the marks I put on frame and adjustment cams are still lined up and steering wheel is still 6 degrees off center to the left.  Almost everything on this INVOICE is a LIE. *** sent emails to the Dealership. I've left messages. No response. I feel like the Dealer has committed FRAUD by listening items on a INVOICE that say COMPLETED when it's clear that the work was not done. At this point I cannot trust this Dealer to preform the work listed on the We Owe and i cannot trust them with any service or warranty work.  We want to be compensated for the items not completed on the We Owe and we want our  warranty transfered to another dealership. 

• Initial Complaint

  Date:10/15/2024

  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.

  I found a car online and went to the dealership to buy the car for the price listed. When I got there they didnt want to honor the online price so I said I didnt want the car then they said they would honor the online price so I agreed to that price. They added a hidden fee of nearly ******* for re-conditioning a car that had ****** miles on it. If they need to re-condition a car I shouldnt have to pay for it. Also they wouldnt tell me what they did for the re-conditioning of the car. My thought is they did nothing and put the fee on my bill for doing nothing to the car. When I asked for paperwork to show me what they did they said too bad. I also was told they gave me coupons for a warranty and free oil changes for 3 years when I looked at my contract I was charged ******* for the warranty and ****** for the free oil changes. I was treated very poorly by them and taking advantage of. Now I have a car that cost me around ******* more than I wanted to pay. They need to be exposed for putting these fees on without your knowledge. They have a device for you to sign documents that only has a signature line on it so you dont see the charges that put on. Totally deceptive way of doing things.

  Business Response

  Date: 11/21/2024

  this case has been settled.  Please check with customer

• Initial Complaint

  Date:10/13/2024

  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.

  Warranty issue. Not compliant with Warranty.

  Business Response

  Date: 11/21/2024

  Hello,

  I am not sure what the warranty issue that the customer is having but he could contact me at ***************** I will be glad to see if I can help.

  *****

• Initial Complaint

  Date:05/20/2024

  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 took my truck to McKinney Buick GMC (GMC) to replace a manifold gasket. I told the service advisor that a prior dealership had performed a number of diagnostic tests, told him what tests were performed, told him the results of each test, gave him the diagnostic report from the prior dealership, and asked *** to replace the faulty gasket as diagnosed in that report. I did not authorize any other work. *** said they would replace the gasket.Without my authorization, *** conducted its own diagnostic tests, duplicating the tests performed by the prior dealership. *** could not find why the truck ran poorly, but recommended replacing the engine anyway, for $14,814.35. *** never attempted to replace the gasket as I instructed.Electing not to replace the engine, I decided to take the truck home. When I went to pick up the truck, GMCs paperwork showed 10 hours of diagnostic time. Most of these tests had already been performed by the prior dealership for $79.95, and the results were already known. *** charged me $1,859.99, which I had to pay before *** would release the truck to me. This calculates to $186.00 per hour. This was a total waste of money. The truck still runs poorly, and I still dont know the cause.GMC committed unfair and deceptive trade practices 1) by not performing the repairs I had authorized, 2) by performing diagnostic services I did not authorize, 3) by failing to quote an hourly diagnostic fee prior to conducting the unauthorized tests, and 4) by overcharging for the tests they did perform.Furthermore, *** held the truck at its dealership in excess of 4 weeks to perform the 10 hours of diagnostic testing. When I asked why *** needed 4 weeks to diagnose the problem, the service advisor said that the service department was busy working on other cars that had come in for service after mine. All the while, my truck sat on **** lot. I tried to call the General Manager to complain, but his secretary would not transfer my calls to him.

  Business Response

  Date: 06/18/2024

  The guest brought in a diagnosis that was incomplete from another shop. The guest spoke directly to the shop ******* who has experience working on this engine and was explained due to the age it may be hard to source parts for this series of engine. The guest agreed to let the shop ******* look over and diagnosis the vehicle and it perform teardown. The guest was only supplied with an engine code for ***** no teardown was performed at the other shop or they would have recommended an engine as we did. If need be we can provide a signed copy of the repair order agreeing to do the tear down.  

  Customer Answer

  Date: 06/25/2024

  I am rejecting this response because:   Buick GMCs response contains the following lies, all as a cover up of their lack of quality service:
  1) The diagnosis from the other ***** dealership was not incomplete. Their diagnosis stated they found a leak at an intake manifold gasket.
  2) Parts availability was never a problem. I supplied Buick GMC with a new set of intake manifold gaskets.
  3) My instruction to Buick GMC was to replace the intake manifold gaskets, a procedure they said they could do despite the age and milage of the vehicle.
  4) There was no need for the other ***** dealership to tear down the engine, since they found a leaking intake manifold gasket and diagnosed the faulty gasket as the cause of the poor-run condition. Whether the ***** dealership would have recommended a new engine is purely speculation by Buick GMC, since the ***** dealership had already found the problem.
  5) The $79.95 charge by the ***** dealership had nothing to do with the engine code. I already had the engine code from my own personal code reader before the vehicle was taken to either dealership, and I personally supplied both the ***** dealership and Buick GMC with the 0174 fault code when the vehicle was first brought into each dealership. For the $79.95, the ***** dealership checked the entire ignition system, including the ignition timing,the entire fuel system from the fuel pump to the injectors, a compression test,and a smoke test of the intake system, at which point they found the leaky manifold gasket. All this for $79.95. Buick GMC wasted their time and my money by repeating the tests already performed by the ***** dealership, only to provide me test results I already had. Again, I only authorized the replacement of the manifold gaskets. Repeating the diagnostic tests of the other systems were Buick GMCs idea, and for this I was charged in excess of $1,800.00.
  Please refer to my initial complaint details for additional information.

  Customer Answer

  Date: 11/06/2024

  Having wasted time and $1,850.00 for GMC/McKinney's (GMC) diagnosis, and being a backyard mechanic for some time, I conducted my own diagnosis. ***'s testing showed that only cylinder #1 was missing. This I confirmed. I decided to duplicate ***'s tests myself. I tested all aspects of the fuel injection system, further disassembled the engine to investigate GMC's claim that the problem was probably a valve train issue, conducted both compression and leak-down tests of each cylinder, and tested all of the components of the ignition system. Each test was conducted individually. After each individual test, the engine was started to determine whether that particular test would reveal the cause of the cylinder #1 misfire.

  All tests showed the engine was healthy and functioning properly. My last test found the cause of the misfire. The distributor cap had failed. I replaced the distributor cap with a new cap from a local parts store, which cost me $30.00, started the engine, and the misfire disappeared. The truck and all 8 cylinders have been running perfectly since the distributor cap was replaced.

  With all of the computer technology and training at GMC/McKinney's disposal, why couldn't GMC/McKinney find a faulty distributor cap?

• Initial Complaint

  Date:07/13/2023

  Type:Billing 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.

  Truck brought in by tow for an issue - They did not check In and left Key Asked for service and Diagnose possible issue (Diagnosed and charged $2600)- Paid cash Was falsely accused of neglect and told zero oil after they started. They j voiced me and said my warranty which is through GMC under Manufacturer and also have extended would be voided. I complained and *** accepted responsibility. Agreed that workmanship error and warranty approved, February -May I spent thousands on rental which documented would be reimbursed by GMC as long as I didnt call GMC- Loaner was given as they had diagnosed and for a few days would be ready. A month later they had billed me 3 dollars a mile over mileage despite putting timing chain on wrong, and dilute to communicate. Threatened to call police on me on Friday that personal emergency prevented travel (They wanted to sell car as a demo and maximize profit while charging 3 dollars a mile). Under duress and fear had towed despite medical emergency. Despite my documentation and request for records *** GMC GM and ******************* (Who said she was the contact and tech) documented in writing issues and ******* documented invoices to their needs which I have in writing. I picked up car and less than 48 hours the services rendered were not done and my car overheated on highway. Ioened hood and no coolant or fluids and screws and bolts holding the fluids not connected and tire was leaking which they documented fixing . I was told I had to bring back to them but in fear and months of threats, workmanship errors, ***** accusations, and verbal abuse I had taken to another dealership to diagnose. The AD documented that because workmanship error the car had extensive engine damage from GMC Mcknney failures. Safety for family over fear/bullying.Safety concerns I had to pay . *** and dismissed every concern in writing, After many attempts *********************** yelling at me offered $500 for NDA signature not to ever speak or contact or see in court

  Business Response

  Date: 07/19/2023

  
  ************ requests are unreasonable.  We have offered to warranty the repairs but he refuses to bring the vehicle into our service department for inspection.  The loaner charges were for excessive wear and miles.  I have offered him $500 and he refuses it.

   

  Thank you-

   

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

  Business Response

  Date: 07/20/2023

  ************ requests are unreasonable.  We have offered to warranty the repairs but he refuses to bring the vehicle into our service department for inspection.  The loaner charges were for excessive wear and miles.  I have offered him $500 and he refuses it. 
  
  Thank you-
  ***********************

• Initial Complaint

  Date:07/11/2023

  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 dropped my 2014 GMC Acadia off on the evening of May 16th due to transmission issues. The car was running but had a slight stutter when you ecellerated. The service advisor called the next morning stating that it had been assigned to a service tech for review. I inquired on the progress of my car the following day and was just told they are looking at it. I received a text on May 19th that it was an internal transmission issue. the recommendation was a tear down to see what the issue was or a new transmission. Because the car was running when dropped off the advisor said it may be an oxygen sensor or valve but not the entire unit. I agreed to the teardown to diagnosis the issue($1490).From May 16-May 26th I paid for a loan vehicle due to the dealer not having one available($520). I received a loaner on May 26th. After several non returned calls, texts and visits for update, I finally received a text on June 19th stating I needed a new transmission costing more than the vehicle was worth. The advisor and I spoke I stated I would pick up the car. I was told $1016 to reassemble but it would be inoperable and would need a tow. I asked about trading it in and they said it would be worth anything since now it didn't run. I brought in a running car! *** called on June 27 and was very rude stating I was taking up space and I would have to pay for loaner due to not using their service as though it was my fault they had my car over a month! He told me the loaner had to be returned that day by 4pm for them to cover the tow to my home and I HAD to pay for reassembly The car was just dropped off and it is destroyed inside. All the pieces are in boxes in the rear, floor boards are ripped open and I have random cups of screws. What was reassembled? I was told the front suspension and subframe so it could roll and be towed but the car arrived on a flat bed. I paid another $280 to get to a repair shop from my home. Again, I dropped off a running vehicle!

  Business Response

  Date: 07/19/2023

  Hello,

  The vehicle came in for diagnosis of a transmission issue.  The customer agreed to a teardown fee to determine the issue and we provided a loaner car for her to drive.  After the tear down we quoted a price for repair, she denied it and asked to have the car towed to her house.  We did not put it back together and we did not charge for the loaner car.  We would have waived the tear down and the loaner had she done the repair quoted.  We did offer her a discount to complete it as well.

  David 

  Business Response

  Date: 07/20/2023

  Hello,
  
  The vehicle came in for diagnosis of a transmission issue.  The customer agreed to a teardown fee to determine the issue and we provided a loaner car for her to drive.  After the tear down we quoted a price for repair, she denied it and asked to have the car towed to her house.  We did not put it back together and we did not charge for the loaner car.  We would have waived the tear down and the loaner had she done the repair quoted.  We did offer her a discount to complete it as well.
  
  **********;

• Initial Complaint

  Date:06/27/2023

  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 bought a used vehicle from this dealership on January, 24 2023. After less than 5 months, the vehicle already needs new tires after they charged me a $2,000 fee to get the vehicle ready to see. The tires that were on the vehicle when they sold it to me were worn to the point of needing new ones after roughly ***** miles, so I got tires in the last 10% of their life. After calling them about this they simply said the vehicle could pass inspection at the time of purchase.

  Customer Answer

  Date: 06/27/2023

  I received an email from the business saying the tires should have 1 more year of life on them, and they are already well past time to be replaced. 

  Business Response

  Date: 07/19/2023

  Hello,

  I am sorry to hear that the tires wore out so quickly.  However, we do not put new tires on every preowned car and since cars wear out base on driving style, they are not warrantied.  However, I can get you tires for my cost.  If you would email me, ****************** I will be happy to get you a price quote for 2 or all 4 tires.

   

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

  Customer Answer

  Date: 07/19/2023

  I am rejecting this response because: I got an email from the business saying my tires should still have a year left, I can understand how that would change +/- a couple of months based on driving style, but not a year. I also had to change the engine air filter already because it was extremely dirty, so Im just curious what the $2,000 fee I paid went to.

• Initial Complaint

  Date:05/12/2023

  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.

  Was sold a 2017 Cadillac Escalade , with a clean car fax report , but later found out vehicle may have been in an accident due to damage to rear bumper once diagnosis was paid for and completed by ******************************* vehicle was found to have damaged safety features including rear sonar sensors, and blind spot radars are severly damaged resulting in an **** dollar repair. This was not mentioned in car fax report or time of sale. I have been back and forth with several associates at mckinney buick gmc ,but have getting lied to and a bunch of run arounds especially from my sales person, who only texts are imma get right on it. I texte , called, emailed management team, service team, etc. etc. but it seems the people dont even exist no one has contacted since this issue was diagnosed, so basically they're refusing accountability for repairs. I traded in a near perfect car and put an additional $ ***** down to obtain this suv thinking it would be good to go coming from a BBB acredited business. I feel this business is a fraud and should be held accountable for selling used cars without doing full inspections and diagnostics on them for prexisting conditions especially when they're safety issues.

  Business Response

  Date: 05/12/2023

  Hello,  I would be happy to address any issue that ************ is having with his Escalade.  If he can email me a copy of ******* recommendation and tell me what day he would like to bring it in, I will make sure it gets addressed.  

  Thank you,

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

  Managing Partner McKinney Buick GMC

  Business Response

  Date: 05/12/2023

  Hello,  I would be happy to address any issue that ************ is having with his Escalade.  If he can email me a copy of Sewel's recommendation and tell me what day he would like to bring it in, I will make sure it gets addressed.  
  
  Thank you,
  
  ***********************, *****************
  
  Managing Partner McKinney Buick GMC