ComplaintsforTwins Buick GMC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2016 Ford Escape on 2/21/24 for $8315.73. One week later the check engine light came on and my code reader showed that the codes had recently been cleared. I brought the car into the dealership on 2/28/24 and they wanted me to pay $175 just to look at it. After speaking with the manager, I brought the car back on 3/5/24 and they worked on it for two weeks, with them saying it was finished midway through, only to have me show up and the engine light was still on. Got the car back on 3/20/24 and paid $500 for them to replace the catalytic converter and the purge solenoid. The check engine light turned back on 4/5/23 & I brought the car back in to get looked at. They said it needs a new oxygen sensor and quoted me $350. I asked why I had to pay when it was just in the shop and they told me I had driven it too much, even though I have to drive daily for my job. After refusing to pay $350 for something that should have been fixed the first time, they have ignored all further attempts at contacting them. I am requesting that they either fix the car without payment or refund the $500 that I paid when they did not finish the job.

  Business response

  04/30/2024

  Please see attached AS-IS paper work signed by the customer. We also offered an extended warranty that the customer decided they didn't need. After the sale  we performed multiple repairs under goodwill. We did ask the customer to participate in these repairs. We are unable to offer any further assistance in any repairs on this vehicle. 

   

  Thanks,

  **** ****

  Service Director 

  Twins Buick GMC

  Customer response

  05/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21639253
  
  I am rejecting this response because: I paid for the car to be fixed and it very clearly is not. 
  
  Regards,
  
  ******* ********

  Business response

  05/09/2024

  Again if there were any codes reset it was not done here.  The vehicle was sold AS-IS.  We offer every single customer the opportunity to purchase a service contract as a means to protect their investment.  We have done more than we normally would to try to help Ms. ******** with her AS-IS purchase.   We will no longer be doing anything else for free for her. 

  Thank You

  Customer response

  05/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21639253
  
  I am rejecting this response because: I paid $500 for work that wasn't complete. The work should have also been covered for 3,000 miles. The work was not done for free. Whether or not I have a warranty should not determine if the work I paid for was done correctly. With the incredibly poor customer service I have received, I do not expect this company to do what is right, but I do want this on record. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 2022 had vacuum pump, camshaft and other parts replaced. Was told it wasn’t under warranty due to my car being overdue on an oil change by 800 miles. Paid $1600 September 2023 had vacuum pump, along with other parts replaced. Was told the vacuum pump was covered, Paid $1300 January 2024 I’m now looking at the turbo needs replaced along with other parts and my total will be $4400

  Business response

  01/17/2024

  I have review the customers repair history. The vehicle has been in service for over eight years. The customer had an extended warranty that expired

  last October. I will run the current repair thru for consideration with GM for assistance and have the Service Advisor reach out to her. 

  **** ****

  Service Director

• Initial Complaint

  12/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2021 Cadillac XT4 in October 2023, it was advertised on their website with the following details 29,940 miles for $29895.00. I have brought my print out and show it to salesman and he looked at the printout. He brought us the car for a test drive and never ever mentioned the milage discrepancy the ODOMETER clearly shows 34,695 miles... right there I should just have walked away. But instead, I gave them a benefit of a doubt that it was just a typo. 1. As we test drive, we noticed that the check engine light is on, so we have mentioned it to the salesman. He told us that this is just a sensor and they will fix soon as the strike is over (there was a worker strike at the time) he stated they were not able to acquire the parts at the time. So, we understand the situation. 2. The car supposed to come with a spare tire and this model also has a built-in tire inflator but it is missing. So, they promise us that they will order and installed the inflator once it arrived. 3. My main concern and problem THEY SOLD ME A CAR WITH A FAULTY BRAKES. We’ve notice it after a few weeks that the brakes start making loud noises. At this time, I only drive the car once a week to go to work, so whatever bandage they put in the brakes not to make noises during the test drive finally worn out. I have called the salesman and he told me he will talk to his manager and that he will call me back. I have not got any call back and this is going in 3 weeks. I am scared to drive it to a long-distance trip. 4. The car has also a lot of scratches in the hood and in the side… which is very disappointing that they do not take pride of their product and only care the money. I felt being robbed of my hard earn money. Until now (2) two months after the purchased date there is no inflator, no spare tire and the sensor still not fix.

  Business response

  12/27/2023

  The miles were what they were when the customer purchased said vehicle.  The vehicle I'm sure was loaned out or driven as a demo by and employee and simply not updated on the website but was corrected on the odometer statement and signed by the customer prior to the sale.  We are aware that the vehicle has not been repaired yet as we are still waiting on a part.  The brakes they were originally inspected on 7/18/23 and measured at 7mm we and as a standard safety measure we replace all brake pads when they are 4mm or less.  The scratches were on the vehicle when the customer looked at and decided to purchase the vehicle.  We will reach out when we have the parts.

   

  Thank You

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On July 10th 2023 I purchased a 2017 Chevrolet Trax from Twins Buick GMC. The following day the salesperson *** ***** contacted me via text to let me know the car needed fixed and to bring it back in because of a coolant leak. A few days later I was then told it was repaired. After getting an inspection on 10/18/23 from Luke’s Auto Repair they had stated there is a heavy coolant leak which also caused the AC compressor to go bad which would also need to be replaced. I contacted *** ***** on several occasions and he had let me know that the service department was “out of his hands”. I then tried contacting the company through their Facebook page where they decided to block me and I was unable to send them any messages. I am asking for a refund of the total costs for getting my car repaired due to the negligence from Twins Buick GMC and their failure to fix the problem.

  Business response

  11/22/2023

  Mr. ****** contacted me when the vehicle was at Luke's Auto and demanded that i pay the repair bill there. I told Mr. ****** i would 

  inspect the vehicle for him if he felt it was related to the repairs that we performed. He refused to let us look at the vehicle and i was 

  told from our BDC that he was coming in to talk to us. I even contacted Luke's and spoke with his advisor who didn't offer a lot of information 

  and i got the feeling he was bothered talking to me. We were never offered a chance to inspect the vehicle and if something we did was defective 

  we could have repaired it under warranty. We are unable to offer any assistance on this matter.

   

  Thanks,

   

  **** ****

  Service Director

  Twins Buick GMC

  Customer response

  11/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20746438
  
  I am rejecting this response because: 

  The Service Advisor at Luke’s told me straight up that the coolant line appeared like it wasn’t repaired for quite some time.  He stated he could not directly say that the issue was caused by Twins but highly advised that I contact them (which I did).  The service manager at Twins did not offer to look at my car and make any repairs under warranty.  He told me I could bring my car in and that he would be “more than happy to provide me with a quote to get it fixed.”  Not once did he state anything about a warranty.  In fact, he admitted that the car was never inspected before it left the lot the day I purchased it which is a requirement for all dealerships.
  

  The Ohio Attorney General’s Office has also been contacted and I will continue to pursue this until my car is fixed.  If it means I must obtain legal representation then I will do so.
  
  Regards,
  
  **** ******

  Business response

  11/28/2023

  We offered to inspect our work and the vehicle. All parts we replace come with a warranty. I explained if a part we installed failed and it is under the warranty period we would assist with the repair.  We were never able to inspect the vehicle. 

   

  **** ****

  Customer response

  11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20746438
  
  I am rejecting this response because: 
  The service manager is lying.  I have several witnesses who listened to the telephone call while it was on speakerphone and they also concur that the service manager stated only that I was “more than welcome to come in and they would give me a quote for repairs.”  The Ohio Attorney Generals office is also looking in to this complaint and it seems it’s time for me to retain a lawyer who I’ve already consulted with who specializes in auto sales fraud.  

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

• Initial Complaint

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***** ******* What is the bad side of customer service? Poor customer service from ***** *******, i was not able to get through to ***** spense. i was not being treated fairly, i will choose to go elsewhere. he did not call me, he did not call and give me any updates, he has my vehicle for 4 days, he did not check out my car warranty, he did not answer the fax from the warrantly company, he did not answer any emails from the warranty company, just poor customer service, he talked to low to me, he talked to down to me, he publicly embarrassed me and belittle me, im ill with cancer and i did not deserve that type of treatment, he treated my wife mean as well, it was three employees that witnessed everything and they told me to make a complaint against him. his wording was not professional. ***** showed no empathy at all, he still has my car and have not called me, i gave him the warranty information, and still did not verify, just a shady person,

  Business response

  07/13/2023

  resolved issue with customer and she said she would remove complant

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I put a $1000 down payment on a car on the 14 of March. On the 16 of March the transmission completely shut down and I was stranded. I got the car towed back to the place of purchase where I was told they’d start the warranty process and I’d have my car back within the month. It’s been 10 weeks and I still have no update on my car. I’ve had to keep making payments of $600 monthly. I was never offered a loaner car or rental car. I’ve had to come out of pocket for all transportation. I was sold a warranty that was supposed to provide me with a loaner car or rental.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a 2021 GMC Acadia through Twins, I decided to trade it for a cheaper car payment. Originally they put me in GMC terrain on or near Jan 27th 2023 however driving to work the car started smoking this happened 5 days later. I spoke with the service dept and they said a radiator hose was popped off. So we did a flat cancel with the bank because I didnt feel this was safe for my family. The car salesman Dee was very helpful and finding something in my budget and was safe, we settled on 2016 GMC Acadia on Feb 1st. On Feb 25th, the 2016 GMC Acadia was not getting to speed and wouldnt shift correctly. They told me that they would take a look and to bring it on Feb 27th around 1-2pm. I dropped it off in the morning because I needed to be at work. After about 6 days of no contact, I contacted them, they told me the issues but they were waiting on what was covered by the warranty that I bought because this was a used vehicle. The service tech Hunter said he would give me a call back later that evening. I never received a call back. So I called about a couple days later and spoke with Rachel and Hunter, and Hunter told us that he was on the line with the warranty company but hung up with them because he waited an hour and half. I have called mulitple times since my car has been at their location. Never received a call back to see what the hold up is. At this point, I feel like they are screening my calls because when my fiance called from her phone, we made contact immediately. I understand these things take time, but no contact of whats happening is upsetting and shows they don't value my business. I also want to make a note that it seems out of the ordinary to not be able to get ahold of warranty company over the course of two weeks knowing that is what their company is to provide service and coverage to consumers who buy the extended warranty. I would like some kind of contact back or the # to the warranty company so I can speak to them directly.

  Business response

  03/16/2023

  I reached out to Mr. ********** and informed him of the progress with his vehicle. I had to leave a message but will follow-up after the warranty company inspector comes out.

   

  Thanks,

   

  **** ****

  Service ManagerTell us why here...

• Initial Complaint

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, we purchased a used car from Twins (morse road location) 0n Monday Feb . 27th in the evening. A 2012 Kia Sorento. We test drove the vehicle the week before and I had mentioned issues I saw with the veh. I stated the turn signal was blinking fast, the headlights were foggy, inside door handle was very loose and the air-conditioner wasn't working right. They mentioned they wouldn't fix the door handle but they would the turn signal. And I was told a few different times (I have the text messages to show this ) the air conditioner was fine and working correct. So we got the car. They wouldn't come down on price at all to fix lights or door or anything. But we got it anyways. Being assured the air was working. A short time after we got the car , Wednesday March 1st. was a very warm day so we had to use the AC. It didn't work (Iike i was afraid of) it was only blowing hot air! I contacted my rep at Twins to adv and they are refusing to fix it stating car is being sold as is. I understand that however I was ASSURED the AC was working before we purchased the vehicle! And like i was afraid of it is not! I am very upset! I don't have a lot of money, single mom, and don't have a lot to take care of issues like this especially when i was told it was ok! I feel they should take care of this issue!

  Business response

  03/14/2023

  I have attached the signed "We Owe" as well as the signed "AS-IS".  There is no mention of an AC issue.  We will do what we said we would do.  

  Thanks,

  ****

  Customer response

  03/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19561207
  
  I am rejecting this response because: I know they say “we owe” however as stated before they assured me nothing was wrong with the AC . After we got the car home the next day or so it was warm and we tried to use what they said was fine and nothing wrong with it, the AIR and it didn’t work! They lied!

  
  
  Regards,
  
  ***** ****

• Initial Complaint

  02/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 17th a Salesman called me about an application I submitted, I explained to him I was looking for a refinance not trading my car in, he took all my info asked me some questions about the car general questions to get info, he said he would look into submitted my application and next thing I know I get 6 notifications that my credit had been checked with an hard inquiry and the gentleman stated he would call me back in 15 mins and here we are 02/28/2023 and no follow up! I have called and left messages with the finance manager and still nothing, no one has called me back to tell me if I have been approved or denied and when I do speak to someone they tell me that can not help me? I am beyond frustrated and I believe he ran my credit to purchase a new vehicle not truly refinance one! I need this rectified and my credit adjusted!!! I haven't even received a letter in a mail about the application.

  Business response

  03/01/2023

  The Customer provided their information through an outside lead source.  They gave that company all their credit info and in turn it was given to us at which time we tried to get the customer financing and unfortunately we were not successful.  We aim to provide all customers with financing but there are times when the customers credit profile will not allow for the banks to approve them.  Provided the consumer provided us with the current address the financing companies and or banks that declined the customer will be sending out turn down notices.

  Customer response

  03/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19511635
  
  I am rejecting this response because: The person who assisted me was very misleading, stated they were going to call me back and NO one EVER called back and I have only received ONE letter from one company, they never stated they would RUN MY CREDIT TO 6 DIFFERENT companies and I was trying to refi not purchase a auto! Unprofessional and when I did call back last Friday 03/03/2023 they did advise someone would call me back, this started Feb 17th 2023 and here we are 03/07/2023 and still no call back!! I am not happy about this I will take this to another level!!
    
  Regards,
  
  ******* ******

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership is not honoring my warranty. I’ve had a broken hatchback for 6 months. The car is a 2021 and is still under bumper to bumper warranty.

  Business response

  01/23/2023

  We ordered a part from GM on August 10th 2022. This part has been on backorder with general motors with a few missed target dates.

  This is on the highest priority order that we can place. The last target date was middle of January this year, this has now changed to

  end of April middle of May. We have made the Zone managers with GM aware of the situation to try and get it sooner. I understand

  how Mr. ********* feels and I would also not be please with the situation.

   

  Thanks,

   

  **** ****

  Service Manager

  Twins Buick GMC This is a supply issue with GM and not the way

  Twins wants a customer experience to be.Tell us why here...

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