ComplaintsforKelley Buick GMC, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Jeep Wrangler with 59XXX miles on it on 12/23/2023. Eight days later on 12/31/2023 while driving the jeep, the engine shut off, engine light came on and had all power loss to the vehicle. I called the dealership on 1/1/2024 after I had the code read at my local auto parts store. They were closed for New Years Day. I emailed my sales person and explained what happened, and that i needed to bring it as it was concerning that I was already having issues with the vehicle. They asked me to bring it in, I gave them a long list of things that were wrong with the vehicle. I took it into the ******** location on 1/10/23, they drove my vehicle to an undisclosed location (later found out it was the Bartow location) to have it looked at. I sat at the dealership for 5 hours for them to look at everything. They stated they cleaned oil off my sensor placed it back in and they would order me a new sensor to be replaced. Everything else I told them with my vehicle was okay. I never heard back from them for weeks, so I contacted my sales guy in inquire about it and he never got back to me either. ***** came and I wrote a bad review on their ****** review, I was contacted within hours with the sales manager, I told him they needed to take the car back because its not right. The guy laughed at me and said its too late for that but Ill let you talk to the service manager. **** set me up with ***** his service advisor, i sent him a long list of everything that was wrong with the vehicle. They changed the sensor and said the vehicle was otherwise perfectly fine. Now late June, I actually start commuting for work and when I accelerate its burning, so i take it to my local jeep dealer and there is over $17k worth of damage done to the vehicle that was there prior to me purchasing it and Kelley was negligent on fixing the vehicle for it to be safe to be driven. My vehicle has been in the shop for 3 weeks now, the extended warranty wont cover it since its preexisting.

  Business response

  08/28/2024

  The vehicle was purchased as a used vehicle.  We have been in contact with ************************* since this complaint had been filed with BBB.  The vehicle has remained at the Mopar dealership the whole time. The Mopar dealership is going to put a new engine under warranty for the customer since it was previously replaced not to our knowledge.  We are going to do our best with helping her and getting the vehicle fixed.  We will also be assisting with trading her out of the vehicle if she would like that option. We are a family owned and operated business. We are men of integrity.  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have uploaded the complaint with backup documentation.

  Business response

  05/21/2024

  We are looking farther into this matter we did extensive repairs on this vehicle. We have an appointment for this week 5/23/2024 for the vehicle to be dropped off and a loaner car provided. We have tried multiple times to resolve this. The consumer chose to dispute the whole credit card transaction.We do not discriminate race *** or religion. We are a business of integrity and will do what is right. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/3/2023 Sold us a vehicle with a branded title. Title was branded 3 weeks after we bought it when carfax caught it during the title process. After they purchased the vehicle back we were out 3500 out of pocket for the depriciation.

  Business response

  04/22/2024

  Is this for ***** or ******? We received the one star reviews and complaints and they are valid. We want to pay the difference you are owed to my best knowledge the vehicle was paid off and the insurance was cancelled giving you around a 3110.00$ difference. I am sorry for the mass confusion and lack of communication. Have the customer that purchased the vehicle email me directly at ******************************** and we will resolve this issue. Sorry for the inconvenience the title was branded after the sale and we had no knowledge of that either a bad deal for everyone involved. Mistakes happen we will make the customer whole. I look forward to helping thanks 
  

  Business response

  04/23/2024

  We wrote a check to the actual customer for the 3500$ the ***************************** was not in our system as a customer 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - July 2023 - March 2024 - $2817.30 - Dealership contractually agreed upon protection packages (dealer specific)- Dealership fired us as customers and will not provide a refund for protection packages purchased. No other dealership will honor these protection packages as they are dealer specific -No one will return phone calls. Will not refund money.-The protection packages that I purchased from Kelley Buick GMC are dealer specific and are not honored at any other dealership. I have tried to reach out to Kelley but no one will return my calls. If they are not wanting to honor the contractually agreed upon protection packages, thats fine, but I feel as though they should return the money that I paid for them as well as cover the cost of the front bumper damage that they said they would repair.The cost of the protection packages were $2400 and the estimate for the bumper repair is $417.30.With the terrible experience that I have endured with this dealership, I do not want them to touch my vehicle at this point; however, they should not keep the money that I paid for a service that they are not going to provide.

  Business response

  03/14/2024

  We have been enduring harassment from this individual for months now we have sold him two trucks because he was not pleased with the first one we gave him more money than he paid for it to trade it back in and sold him a new truck at our cost. He is not getting a ***** from us at this point. We are not contractually obligated to do anything for him.We reserve the right to not do business with him. 
  the paint protection is called xylon and any dealer that sales it can handle any claims for him. If he comes back to our dealership or other place of business we will have him trespassed. Hes called us morons liars and causes problems when he comes in around other customers. He will never be satisfied no matter the dollar amount.

  Customer response

  03/19/2024

   
  Complaint: 21431815
  
  I am rejecting this response because: Egos aside, this was a business transaction.  I have requested, from Kelley, a list of participating dealerships that honor the protection package that I purchased from their dealership; they have yet to provide such a list.  I have spoken to several dealerships in and out of this county and have also spoken with a GM representative and was advised by all that this is dealer specific. 

  The first truck that I purchased had legitimate issues and I was advised by a manager at the dealership that this vehicle was eligible for a buyback due to it being in service for more than 28 days. I was basically told that it was a lemon. There are several repair orders for that initial truck, some of which have been voided by the Kelley owned body shop.  For the dealer to try and say they gave me a deal is ridiculous.  The whole situation was a headache and every time I would try to speak to someone about fixing an issue that I was told they would fix, I was always met with petulance. I have text screenshots from 2 managers who contradicted one another and I had no resolve from either one; so if integrity is questioned then there's good reason.

  I am more than happy to end all communication and interactions with this company.  However, I would like the money back that I paid to them for the protection package.  I have arrangements with another dealer to purchase that package from them as they are more than willing to offer their services.  At this point, it seems as though Kelley Buick GMC has stolen my money.
  
  Sincerely,
  
  *******************

  Business response

  03/21/2024

  Egos aside we refuse to do business anymore with you ************ .We are family owned and operated.  We feel we will never be able to please you or make you happy. Attached is a copy of your paint protection invoice with the receipt of 599$ for your paint protection. This is pretty simple the paint protection has been applied and is under warranty. *********** Is fully covered the customer has to make the claim for repaint. We are not giving you any more money or time sir we wish you the best of luck with another dealer.

  Thank You

  Customer response

  03/25/2024

   
  Complaint: 21431815
  
  I am rejecting this response because:  Its clear that I do not want to do business with this company  and shouldnt have to begin with.  I neglected to adhere to the rumors that this company was ran by crooks. The responses to these messages are just reiterations to what *** said,nothing real or relevant. 
  I purchased the protection package from this company.  They have stated they no longer want to work with me (perfectly fine) however any warranty work that I will need done will not be fulfilled by them nor by any other dealership as this is DEALER SPECIFIC.  My request for a refund of the product is not unreasonable as I havent even mentioned the promised 2 oil changes and 2 fuel filter services as well as the guarantee that they would repair the front bumper that was damaged by their dealership and the driver front door panel and skid plate before I even signed the contract.  Granted, they did provide me with 2 oil filters and 2 fuel filters but that doesnt do anything for having to pay for another dealer to service and the oil to put in.  They also ordered brand new parts from GM, however,delivered a used and damaged skid plate and door panel to ****** to replace on my new 2024 truck.  The ****** dealership has this noted and has since ordered brand new parts for my truck.  I was assured the parts representative would be looking into this issue.
   If these issues are not, in fact, dealer specific, then I would be happy to take it to any other dealership that honors it however, the dealership has yet to provide a list of participating dealerships that honor their packages.
  This dealership made promises they never intended to keep.  Their employees are all Yes Menbut cant back up their guarantees.  It appears they take the easy way out and fire customers that question them or expect them to make right on their promises. Its not a matter of they dont think they can satisfy me, its that they make promises that they cannot keep.
  Again, requesting a refund for the protection package that I purchased, actually on both 2024 GM trucks, from Kelley is not unreasonable.  They were upset that their integrity has been questioned, now is the time for them to show up.
  
  Sincerely,
  
  *******************

  Business response

  03/26/2024

  I dont want to publicly argue with this customer. We are done doing business with him

  He can not and will not be satisfiedwe have already gave him monetary gains we traded him out of his truck that he was not satisfied with it had 7k miles put on it by him and we gave him 3k more dollars than he paid And sold him another new truck for our dealer cost. We have went above and beyond for him, He is now under the assumption that we still owe him. 

   Side note he has been thrown out of 2 other dealerships in our area And the local Publix. 

  How can I put this to bed?

  Business response

  03/27/2024

  I dont want to publicly argue with this customer. We are done doing business with him
  
  He can not and will not be satisfiedwe have already gave him monetary gains we traded him out of his truck that he was not satisfied with it had 7k miles put on it by him and we gave him 3k more dollars than he paid And sold him another new truck for our dealer cost. We have went above and beyond for him, He is now under the assumption that we still owe him. 
  
   Side note he has been thrown out of 2 other dealerships in our area And the local Publix. 
  
  How can I put this to bed?

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a car on 10/15/22 at the Lakeland location. The vehicle's maintenance was not up to par, which we only noticed after the purchase, and driving the car for a little more than just a test drive. The car was shaking excessively when braking.When brought this to the attention of the dealership, they said it's normal, when a car sits for a while in a parking lot. They said it's probably just rust. Advised me to take it to their shop in Bartow, they can clean it off. After several calls, I was not able to make an appointment so I took a car a different dealership because problem seemed to be bigger than just rust. My husband drives at least 100 miles a day for work, he needs a reliable and safe car to do so. At this other dealership they fixed problem, which was wheel alignment and balancing. Almost $600 later the car is working perfectly. When I called Kelley auto group in Lakeland to let them know, our sales person Russell L***** relayed his managers message to us. They would pay for half of our repair costs ONLY if we changed our******* review to 5 starts. When I refused to do that, he ( Russell) became rude, arrogant and condescending, saying that he doesn't care about this, it's not a negotiation. He said to do whatever we want, he has a lot of good reviews. I have never in my life met a more disrespectful, disgusting and unethical business practice and person in my life.

  Business response

  12/12/2022

  Business Response /* (1000, 5, 2022/11/08) */ Contact Name and Title: Jason S***** GM Contact Phone: 863-534-1561 Contact Email: jstokes@kelleybuickgmc.com The Customer was asked to bring the vehicle back in to us and we would look and repair as necessary , We have no record of them making any appointment to do so or any correspondence from them trying to do so . What was told to the customer was that an Alignment and front wheel balance could never be $600.00 and requested the receipt for reimbursement to the customer. We never received it so it was not processed. Customer was asked to change the review once they were satisfied considering they used the review as leverage assuming the dealership would not make right any repair necessary if given the chance. But review was not demanded as stated. Consumer Response /* (3000, 7, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are correct, there is no record of an appointment made at the Bartow location, because I was not able to make one. I couldn't wait days for somebody to get back to me. Since nobody picked up to phone, I couldn't schedule an appointment. But there is no record of that of course. Receipt of the repair was not sent, because change of the my review was DEMANDED, not asked . Which I would have corrected on my own if the situation was handled correctly. But instead I was disrespected and talked down to. I really hope, they record their phone conversations so we can listen to it. I doubt it tho because that would be inconvenient for them. The change of review was demanded, but I guess it's always going to be my word against the sales person. I said ALMOST $600. I am attaching the receipt this time, so it can be reviewed. The car also needed an oil change that I didn't even mention. But that's normal. I thought I purchased a fully serviced vehicle, apparently we didn't. Business Response /* (4000, 9, 2022/11/14) */ please have the customer send to dealer the documents requested for consideration as they where told from the beginning

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Jeep Wrangler Sahara for $53,000+ from Kelley Buick GMC in Winter Haven, Fl with 6,000+ miles on the odometer on 5/27/21 and I was misrepresented/deceived by the dealer's finance and sales manager Justin S******. I was told that the vehicle had the remaining factory warranty of 3 years/36,000 miles and 5 year/100,000 miles powertrain warranty. I was told that I should purchase the 100,000 mile after market warranty which would give me coverage for 136,000 miles on the vehicle. Fast-forward a couple of months later, I had a recall on the vehicle so I took it to the actual Jeep dealer for repair and they informed me that my vehicle didn't have any factory warranty remaining. I inquired more information and was told the vehicle was purchased in Canada and it has a 504 code which means that when it leaves Canada and comes to America, the factory warranty is null and void. I was asked where I purchased the vehicle from and I told them Kelley Buick GMC and they said yes, we've had other vehicles come here for warranty repairs from Kelley with the same issue where other customers are told as well that the vehicle has a factory warranty and they truly do not (the other vehicles coming from Canada as well with the same codes). This is something that Kelley Buick GMC would know when they purchase the vehicles in Canada and bring them to the US, according to the Jeep dealer that I visited for repairs. Kelley Buick GMC is intentionally misrepresenting the factory warranty on many of the vehicles that they sell, using this as a deceptive sales tactic causing consumers to pay more for a vehicle that is valued for less because it doesn't carry the factory warranty. I spoke to one of the partners at Kelley, Jason, who said that he would fix the situation. Jason said that he would have one of his managers reach out to me. After weeks of calling and leaving messages, there was never a resolution.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/01) */ Contact Name and Title: Jason S***** Contact Phone: 8635286676 Contact Email: Jstokes@kelleybuickgmc.com This was discussed with the consumer on several occasions. Before the date of this complaint and resolved. , Please confirm with the consumer and close accordingly !

*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. ↩