Complaints

This profile includes complaints for Carlisle Chevrolet Buick GMC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carlisle Chevrolet Buick GMC

  PO Box 100 Waxahachie, TX 75168-0100

• 

  Carlisle Chevrolet Buick GMC

  1701 W US Highway 287 Byp Waxahachie, TX 75165-5087

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:06/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was 3/20/2022. I purchased a car from Carlisle Chevrolet. **** the manager willingly held pertinent information from me regarding the extensive damage that my vehicle had received prior to me purchasing it. I contacted **** on 4/14/2022 and tried to resolve this issue, where **** then stated to me this was not his problem, he was aware of the damage my car was involved in prior and that it was not his job to inform me of the damage because I didn't request it. **** refused to take the car back and trade it out for something of like price. He refuses to make things right and this car can not be resold and should have never been sold to a consumer and a finance company should have never financed it knowing the damage that was done to the car previously. They all took advantage of the consumer and situation she was in.

  Business Response

  Date: 06/26/2023

  I have attached the buyers order and carfax the info she give is false, I never told her I know it had been wrecked, we always offer a carfax on everydeal, The price she said was wrong, also I havent spoke to her since the time of her buying the car 

  Customer Answer

  Date: 06/27/2023

  I am rejecting this response because:   They absolutely stated they knew the car had been wrecked and had withheld the carfax. They have also spoken to me since I purchased the car, as they are trying to cover up their whole story and back track now. As its seen the carfax report was NOT signed by me and at dealerships they are required to be signed if and when they are provided and this information sheet was not provided to be prior to the vehicle being purchased. I received a copy of the carfax report on 4/22 from ****** when I first went to trade in my car and this is when I called Carlisle and spoke with **** asking him if he was aware of the damages to the car and why I was not provided a carfax at the time of purchase. **** stated that because I did NOT ask for one, they didnt have to provide it. Therefore, stating they knew the damage the car was in, they knew the price they were selling the car was absurd but ultimately because they bought the car at an auction and didnt a carfax prior to their purchase and got screwed over, ultimately they were just trying to save their own rear ends and s**** another person over for their own personal gain and thats exactly what they did. The document provided clearly shows this report was never provided to me and **** stated he didnt provide it. They are shady individuals just looking for their next victim. This car should have never been allowed to be sold due to the amount of damaged it sustained prior to Carlisle purchasing it, as now Im being told by 6 other dealerships they will not be allowed to resale it. It also should have never been allowed to be financed by any company knowing the amount of damage it had sustained prior to being sold. Carlisle needs to own up to their mistake, take this vehicle back and give me the money back that they tricked me into financing and let me out of this car. This car is not safe for my children or myself. How would they feel if this type of business act was done on one of their children? They need to do the right thing. 

  Business Response

  Date: 06/28/2023

  As you can see on the carfax it doesnt say the car shouldnt be sold, Im sorry I didnt know it was wrecked until after the fact, Its been over a year, Not sure why this is just coming up, 

  Customer Answer

  Date: 06/28/2023

  I am rejecting this response because:   As a business who operates in selling cars, this is not something that was unknown to your company. As a business owner you personally knew this car should not have been sold because you knew ultimately it could never be resold for even close to the value of what your business sold it for. Telling me to bring the car back to have to reappraised a few months after I purchased, your business knew right then that I would have to take a hit on the trade. You knew your business dealings were and are faulty and you intentionally knew you were selling a horrible vehicle to a person who was in duress and you ultimately took advantage of that situation. This is coming up now because this car is not habitable. This car and all the hidden defects that your business tried to cover up just to get it resold are costing me many issues. Because your business did nothing to make this right a year ago when given a very valid opportunity and manipulated a your client into keeping the car because you used a scare tactic to make her keep the car, has now put myself, your client, in a very horrible position. This car can not be resold. Ultimately now Im facing to take an over $8k hit or facing voluntarily repossession because of the position your business put me in with this wrecked vehicle. So yes, its coming up now. Everything your business covered up is coming to light thats why you have no valid rhetorical argument because you know the carfax was NOT presented when it was sold because there IS valid evidence that it was NOT signed by your customer, me! You know what you did was dirty business and I will make sure that I will continue to let people know what type of dealership you are running and operating and the type of sales people you employ. I also have no problem hiring legal counsel to come after your business and Santander as well, as they should have never financed a loan on a vehicle that should have never been allowed to be sold. 

• Initial Complaint

  Date:11/05/2022

  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.

  I purchased a 2007 Chevy Impala on 09/26/2022 for 5,078.29 that was advertised on Facebook Marketplace. They advertised the car like it was the deal of the century and the car was in good condition. During the test drive the car drove fine. On the way home the transmission started slipping. Didn't think I would make it home. I text the salesman the next day to express my displeasure and he had gotten over on me with this deal. The car was a trade-in so surely they had some prior knowledge of the condition of the car. Eventually the car stopped and had to be towed. Mr. Whitehurst the GM called me and asked me to get an estimate for repair. I got an estimate from Freedom Chevrolet with an estimate of 2800 to fix the car. I sent him the estimate but never heard from him.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/11/07) */
  Contact Name and Title: Andy ********** GSM
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ****@CARLISLEGM.COM
  Mr.******* came in on 9-26-22 and spent about 3 hours here driving the car talking with his wife and the salesman then they all drove again together, He was told the car was as is where is, He signed all the forms saying he understood that is was as is,Then 48 hours after he drove the car 2 hours home he called saying it had problems, I told him to bring it here to us and I would check it out, He never came in or called me back, He then canceled the transaction on his credit card when the credit card charged us back I then called him with no response I sent all the paperwork to the credit card company and they repaid us and agreed that he took ownership of the car, so now he's contacted the BBB and still has not reached out to me. Im sorry but the car is as-is ill send copys of what he signed, And too wait two days to say it had problems but refuses to bring it here I dont understand
  
  
  Consumer Response /* (3000, 7, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mr. ********** never told me to bring the car back to the dealership. First he asked me to check if the car had transmission fluid in it. There was nothing wrong with the fluid level. Then he asked if I had a mechanic that could check out the car. The car was towed to Freedom Chevrolet in Dallas where my grandson worked. His transmission mechanic sent me an estimate to fix the car and replace the transmission. The estimate was for 2,825.15. I forward this to Mr. ********** but I never heard from him. Anything to the contrary is untrue. I would have gladly taken the car back to the dealership if asked. It took them a while to bring the car for a test drive when I first went to the dealership. My gut is that they were doing something to the car to last for a test drive. The estimate was already included in my initial complaint. Its false advertising to use Facebook Marketplace to advertise the car as a great deal when you know it has major problems.
  
  
  Business Response /* (4000, 10, 2022/11/09) */
  I still do not understand why you would buy a car and sign a as-is agreement if you had any 2nd thoughts, Im sorry you had a problem with the 2007 chevrolet impala You were told the unit was a trade in that we had set to go to auction, You ask us if we would retail it, We said yes as long as it passed the state inspection for the state of texas which it did, You came and drove the car agreed to buy it signed the as-is agreement. That means the car has no warranty at all. We stamped it that way you read it & signed it, I ask please that this case be closed We the dealer did not do anything wrong.
  
  
  Consumer Response /* (4200, 12, 2022/11/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Mr. ********** never told me to bring the car back. He asked if I had someone to take the car to and I said yes. I took it to a mechanic at Freedom Chevrolet and sent him the estimate but I never heard from him. The fact is you sold me a piece of junk. You advertised on Facebook Marketplace like it was such a great deal. You knew this car was junk. Thought you were a reputable dealer. Would never buy anything from you again. I hope you feel good cheating the public.

• Initial Complaint

  Date:08/29/2022

  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.

  In March of 2019 this dealership put a new transmission in our Chevy Spark. Recently the car died on the road and was taken to a Chevy dealer in Tulsa Ok. They went to service the transmission and found metal filings and the wrong color transmission fluid in it. The paperwork from the Waxahachie dealer has a part number and the color of that fluid should be blue/green. The fluid that was drained was red. The Waxahachie dealer was the last one to work on it until the Tulsa dealer opened it up. I spoke with ****** **** in Waxahachie. He said his "proof", that his service department isn't responsible, is that his mechanic is too experienced and their tracking system is "foolproof". I said my "proof" is that the wrong fluid came out of my car. Both dealers agree that the wrong fluid would be damaging to the transmission, but the Waxahachie dealer is refusing to take responsibility for the mistake that was made.
  They were the last ones to work on it and we have carfax documents showing all the work that was done on the vehicle. No one else touched the transmission between them filling it and the Tulsa dealer draining it.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/08/30) */
  We will not be financially involved in this in any way. The transmission we put in the car was not only done in 2019, but over 80,000 miles ago! The warranty for repairs provided by General Motors, and this dealership is for 24 months. If we had happen to put the incorrect fluid in by all data available the failure would have been imminent in the first few thousand miles of driving. Not only that, but by the manufactures recommendation the fluid should have been changed after the first 45k miles of driving so the original fluid shouldn't even be present in the system. The correct fluid was installed when we replaced the transmission in 2019. This is verifiable through GM billing, and on the customers invoice.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue is not one of warranty. It was a transmission that was installed under the cars original warranty and therefore is not covered under a warranty anymore. If the Tulsa dealership opened the transmission up and the correct fluid was in it, We would have paid them to fix it. The correct fluid should be green/blue the fluid that came out of it was red/pink. From the time the Waxahachie dealership installed it to the time the Tulsa dealership drained it the transmission was never serviced. The carfax documentation which shows all the work done on this vehicle shows this. Also we had no reason to believe that any issues we were having with the car had anything to do with the transmission which was brand new. Both dealerships agree that putting the wrong fluid in the car would be damaging to it. When I spoke with ****** **** at waxahachie he also stated then that the car would not have made it that far. I asked him for the report showing this data on how far a Spark can go with the wrong transmission fluid. He said there wasn't one. I also agree that their paperwork calls out the correct fluid however that's not what was installed in the car. The proof of that is that the fluid was red/pink and not blue /green. The service department at Carlisle Chevrolet made a mistake and put the wrong transmission fluid in this vehicle which was damaging to the transmission. We are only asking that they fix that mistake.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  At this point to avoid being redundant we have nothing to add other than Carfax is not a black and white resource like you are taking it. Carfax only gets information from reporting sources in their network. For instance if the fluid was changed at an independent shop it would not show on their report.
  We still stand with our original argument. The fluid we placed in the transmission was correct, and provable through the immense amount of controls in place not only from our side as the dealer, but from Gm's side as well. We will not continue to go back and forth over a slanderous speculation from 41 months ago, and over 80,000 miles. The end
  
  
  Consumer Response /* (4200, 11, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When we buy a car we start a file and anytime work is done on the car a receipt goes in this file. We have receipts for everything done on this car down to routine oil changes. If any other shop had worked on this transmission between Carlisle and the Tulsa dealership we would have pursued a remedy with that shop. However this is not the case. Carlisle was the last place this transmission was worked on. Hospitals have immense amounts of controls too but mistakes still happen. I don't believe that Carlisle has the only humans on the planet that are infallible. When my husband first brought this to Carlisle's attention on 8/29/22 and spoke with Scott Nathan his response was that "transmission fluid is always pink". I also don't believe that it is slanderous to present my side of this case.