ComplaintsforTustin Buick GMC

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March ******* I bought a 2021 ***** from this dealer. It was supposed to be equipped with all types of tracking and detailing extras that were added into my contract. When I contacted the companies in which these services are supposed to be provided by there was no recollection of my accounts. The gps that supposed to be on my vehicle was disconnected in Jan 30th 2024 before I bought the vehicle but I was charged for it and have been paying for it monthly. When I informed financing department of said issue she treated me like I was stupid and didnt know what I was speaking of. I want all $3,040.48 back if not Ill just hire a lawyer and get them for the fraud they have been committing.

  

  Business response

  11/19/2024

  ***** I will have the Finance director reach out to you to resolve your issue and confirm package and go over what you have been told by ELO.  She will discuss with you the options for refund.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had the vehicle to the dealership for issues that continue to happen.Multiple times for the AS (AutoStop) not working properly. The first time the service tech acknowledged the AS was now working. The service adviser (****) acknowledged AS not functioning properly.Vehicle has been in multiple time for the lane assist not working properly.Vehicle has been in and repaired twice for blinker now functioning properly.Vehicle has been in and repaired for radio not working.

  

  Business response

  11/07/2024

  Customer has been in contact with service manager and Used car manager.  He is welcome to call ***** used car GSM to discuss his unhappiness.  I will have ***** reach out to see how we can help.

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/2024 at 9:45 am I left my truck for diagnostics & posible repair.The person that was appointed to help me with the service was **** *****.I was told by agent, that it would take 24hrs to have the diagnostics ready. On 10/14/2024 I called to ask for update, since no one had contact me, their response was that they were waiting for their best technician to perform the diagnostics. But it wasn't until 10/17/2024 when the diagnostics was perform, and I was informed the results of the diagnostics. Please see attachment for full description of the problem, since it wont fit here. Thank you

  

  Business response

  11/07/2024

  We are sorry to hear about your experience.  I will have the service director reach out to see what's going on and how we can help.  **************** is our first priority.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,Date of the transactioin: 10/13/2024 The amount of money we paid to this dealer: down payment $5000.Dear BBB,I am writing to formally lodge a complaint regarding a recent lease agreement I entered into with Tustin GMC. On 10/13/2024, I leased a used service car: Hummer EV from the dealership, and within less than 10 days, I encountered a significant defecta serious radiator leak, which caused damage to the vehicles battery and other components on the first day. we went to dealership 3 time in a same day to resolve it, it's so terrible!While the dealership has offered to resolve the issue by repairing the vehicle, I am not satisfied with this solution, as the lease agreement clearly states that I am permitted to return the vehicle in the case of such defects. I would like to exercise my right to return the vehicle as outlined in the agreement.Given the substantial cost and the critical nature of the damages, I respectfully request your assistance in facilitating the return of the vehicle and ensuring that my consumer rights are upheld, and dealership give us a brand new car or cancel cocntract. I hope for your support in resolving this matter.Thank you for your attention.Sincerely,Peng Phone # ************/************ 10/13/2024, 2024 Hummer ev SUV VIN#*****************

  

  Business response

  11/07/2024

  The problems with the vehicle are all under warranty and appears to be a GM defect.  He needs to call GM customer service at ************** to see how they can help and possible start the process of a buy back.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/09/2024, I had a phone call and email interaction with Car Salesman **** *******, representing ***************************** After going back and and forth on pricing and finally coming to a price agreement, **** asked how I was going to pay for the vehicle. To which I responded, ["I have my own bank already financing me, unless your dealer or *** has more competitive rates. In that case, I would be happy to explore your finance rates."] I verbally shared with him what other dealers had offered but when asked what my bank rates were, I responded "please just give me your best rate or if you cannot, I just need a total for the cost of the vehicle, registration and taxes included. I will be happy to bring a check tomorrow and make the purchase." **** proceeded to say that it was company policy to not provide what he called a "purchase order". I explained to him that I needed something briefly in writing to take back to my bank and make my purchase. **** used coercive words stating that my only option was to walk in with CASH in hand or finance through his dealership/***. He denied giving me anything in writing that would allow me to take to my bank. In the past I have purchased vehicles and believe this type of manipulation is not a good business practice. He tried intimidating me and I felt like it was inappropriate to deny me a document that would allow me to purchase the vehicle and pay said vehicle via my ********************. I wish to know if this is a legal practice. This felt illegal and definitely unprofessional.

  

  Business response

  11/07/2024

  We are sorry to hear about your experience. it is company policy to not allow outside financing.  We work with a variety of lenders with very competitive rates and also cuddle with a lot of credit unions allowing the money to be collected quicker. **** was just enforcing a company policy and we apologize if he came across anything other then being the messenger.  

  Customer response

  11/07/2024

  Your refusal to accept outside lending is disappointing and reflects poorly on your commitment to customer satisfaction. I will NOT be doing business with your dealership now or in the future, and my decision to file a complain with the BBB is, I believe, entirely justified. Your "Messenger" could use retraining on the matter representing your company and lending policies. This could have been communicated a lot smoother. 

   

  

  Business response

  11/13/2024

  We are sorry you feel that way.  He was not singling you out and was speaking on behalf of the store.  We have very completive rates with inside lenders and work with a variety of credit unions and match their rates daily. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 5, 2024, I purchased a 2017 Infiniti Q60. The sales price of the car was $26,000. With all the taxes and additional items they tacked on, I put down $15,000 and financed the balance of $18,552.71. Thus, the final price on a $26,000 purchase came out to $33,552.71.I met with **** in finance to finalize the deal. Built into his desk was a computer, where I signed all the documents. During the process, I was very clear with him that I did not want to purchase a Forever Start Warranty in the amount of $799.00. Additionally, I did not want to purchase the Nomad Appearance Package for $895.00. I made it clear to him that I had another car once with these types of warranties that I never used. He had me initial the agreement where I thought was a decline of these 2 items. I told **** that I did not see any reason to purchase the Forever Start Warranty since I already have AAA. To use the Nomad Appearance Package, I would have to drive all the way from ************** to Tustin, which can take up to 2-hours in traffic, to have the car detailed. That is absurd. No one is going to drive that distance for a car wash. When we were done, I asked him for the paperwork, so I could review it. He handed me a thumb drive and informed me that all the documents were on the thumb drive. Thus, I had no opportunity to review the documents at that time. On Monday, July 8, the next business day, I opened the thumb drive and reviewed all the paperwork. The Itemization of the Amount Financed indicated that I had purchased the 2 warranties that I declined. At that moment, I realized that I had been taken advantage of. Upon this discovery, I tried calling the dealer but could not reach ****. So, I tried calling the sales representative who helped me, **** ****. He was off that day.I want these 2 unwanted items refunded plus the interest I will be paying over the term of the loan for a total of $2,200.00.

  

  Business response

  11/19/2024

  ***** I will have the Finance director ******** **** reach out to you and go over these items and discuss this issue with you to help with your concerns. We value you as a customer and will help to resolve your issue.
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership is linked to Hyundai of Anaheim; be cautious with the salespeople at both locations. I was searching for a 2021 or newer GMC Yukon XL and saw that Tustin Buick GMC and Hyundai of Anaheim each had several in stock, priced between $39,000 and $43,000. In April, I visited Tustin Buick GMC. A salesman showed me their stock and took me to a storage yard to see more. It started raining, so we returned to the dealership to discuss prices. He said there was no negotiation, and the price was firm. I pointed out that they had four vehicles on the lot for nearly 60 days and asked for a deal, but he refused. Two weeks later, the vehicle I wanted dropped to $38,000. I offered $40,000 plus tax and fees if they included an extended warranty, but they refused, claiming it was sold that morning (which wasn’t true). The next day, I took my family to Hyundai of Anaheim to buy a similar discounted Yukon XL. Salesmen greeted us, and I asked about the white Yukon XL advertised online. After a 20-30 minute wait, the salesman said it was being detailed and would be ready in 3-5 days. I asked about other options, and he mentioned only a 2022 model for $51,000, which was beyond our budget. I called back every few days asking about the vehicle, but got different answers from different salesmen. After three weeks, they said it was being sold at auction, and the only option was the 2022 for $51,000. A few weeks later, both dealerships listed the 2021 model for sale again at $46,000. I asked if I could buy it for the original price, but they denied my offer. By July, the 2022 Yukon dropped to $46,000. I called Tustin again, and Raul, who claimed to be the sales manager (lie), said he’d work with me on the price and scheduled an appointment. Once we sat down, he added $4000 to the price for addons I didn’t ask for. Said He can’t take a dollar off the price. I left frustrated again. Tustin and Anaheim have the same owner and share vehicles To bait and switch customers.

  

  Business response

  08/06/2024

  All of our vehicles are priced to market and prices will vary depending on the market value. All vehicle's have a protection package that is negotiable and not mandatory. We have sold many cars without the package. Hyundai is a sister store and when vehicles age sometimes we will sell our used cars to the sister store.  We are happy to assist you with buying a vehicle if still in the market.

  Customer response

  08/07/2024

  My concerns have not been addressed and I am not satisfied. The business response was from the same incompetent salesperson and did not address any of the complaints. 

  I want the owner or the regional sales manager to reach out to me so I can let him know how his customers are being SCAMMED when he’s not around. 
  facts are:

  1. it’s illegal to require customers to purchase dealer added accessories and make them PAY to REMOVE if they argue long enough and explain that GPS is already built in to OnStar. It’s a SCAM! 
  
  2. Bait and switch is illegal. Don’t advertise prices and when the customer comes to purchase it you transfer vehicle to different lot and try selling them equivalent for +$13k 

  3. Dishonest sales team; they will tell you whatever lie needed to try to get a sale. 
  

  4. They would rather sit on their pride and watch $135k walk out the door than tell me the truth and have a fair negotiation. If someone asks to speak to a sales manager, then the ACTUAL sales manager should step in.

  5. The kids selling the cars at Tustin GMC are unqualified and incompetent. 

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  let me and my family leave their lot in a brake faulty vehicle twice and keep dismissing my phone calls purchased my used vehicle on 03/26/2023 the week of we notice that when we were applying the brakes there was a screeching noise, we contacted ******* our sales advisor and he handed us over to ******* a service advisor ******* was unavailable that day so we left him a voicemail and waited for a call back a week passed and there was no call back so we ultimately decided to take it in as this noise was persistent, ******* helped us out we took it on a test drive to figure out what was going on we didn't even have to pull out of the service driveway for him to hear the noise, we leave it there for 2 & 1/2 weeks just for them to tell me that they were unable to duplicate the noise so nothing was done as I was pulling in to my driveway from picking up the vehicle the noise was still heard I called *********************** and told him that it was still going on he stated he would touch base with his manager and get back to me the same day, 2 days went by still no call back so I decided to call conveniently he was unavailable so lleft a message with the receptionist it has been 2 weeks and I have still not received a call. I have decided to take my vehicle for inspection through another service center and they have confirmed there is damage to rotors and brake pads that need to be replaced ASAP im unsure if their techs are under qualified or they just make up all these inspections they claim to do before selling these vehicles.

  

  Business response

  07/25/2024

  When customer notified us of the noise. We told them they can schedule an appointment to bring it in to have service look at reported issue.  They brought it in and we were not able to duplicate issue at the time and the brakes and pads were above the minimum threshold. At the customer persistence we kept car and would have it driven at different times to duplicate issue. In the 7 days left we were not able to duplicate the issue and sound again.  Once the customer left we did not hear from them again until this complaint.  We have never been given anything stating they needed to be fixed or received a copy of the estimate and anything from another shop stating they were below the legal standard of wear.

  The customer should have brought back to give us a chance to access and look at conclusion of another shop. Once they took to another shop it became their responsibility for the cost.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I bought the car, I noticed an information fault code. The salesperson explained that this was due to the previous owner's personal information not being deleted, and advised me to visit a ******** dealer to resolve it. Last week, I went to a Mercedes dealership where they deleted all previous owner information and reset the system, but the fault code persisted. ******** engineers then asked if any third-party hardware had been installed. When I mentioned the tracker included in your protection plan, they informed me that it was likely causing the fault code, but they could not assist in removing it since it was not Mercedes *********** a result, I had to go to a private car repair shop to remove the tracker, which resolved the fault code issue. I was charged a labor fee of $100 for this service.Despite multiple attempts to contact the management at Tustin GMC, including emails and phone calls, I have received no assistance. I am only need tustin GMC refund the protection package. Which is 599+509. I believe no one would purchase protection plans that could cause their own car to have fault codes

  

  Business response

  11/19/2024

  I will have ******** Finance director to reach out to you and discuss your concerns and go over refund options.  Thank you for your input and concerns and we will address asap.....

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought used car 2022 from them on 03/24/24 with ***** miles in it, they show me list that car was checked for all major issues especially engine or mechanical ones, drove car for 5 weeks and notice coolant was low and also Hyndai recomended to change oil at ***** ,Took car to **************** ******* on 05/01/2024 , later that day got bad news that oil looks milky , it means engine problem, car still in repair shop with diagnosis as head gasket failure and possible more once they received part, it will take another 2 weeks before they know extend of engine damage.Tustin GMC misrepresent the facts that car is in good condition, when it has major engine issue.

  

  Business response

  06/20/2024

  We did safety inspection on used vehicle before time of sell.  The vehicle was still under warranty at time of issue. The total repair was covered under warranty and we worked with ******* to expediate repair....Car has been fixed.

  Customer response

  06/20/2024

  Car was in ******* repair shop for 29 days one month after i bought it from Tustin GMC, I believe they didnot inspect car properly and sold it to me with major mechanical issue. Warranty paid for it but it took long , stressfull 29 days to fix it  and i was without any car for 7 days before ******* gave me a loaner. 

*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. ↩