ComplaintsforSapaugh Chevrolet Buick GMC

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/6/24 I purchased a 2020 GMC ****** 1500 AT4 3.0L diesel truck from Sapaugh Motors. I had been working with ***** ***** since August 6th on the purchase as the truck was in service. On 8/7/24, I was told a new motor was being put in the truck under warranty due to timing issues. I asked ***** to confirm with her manager that the price would not be adjusted with this new addition. 8/8/24 I was told it would not change the price of the vehicle as it was a warranty replacement. I then made a $500 deposit that day to hold the truck until it was completed. Approximately 2 weeks later, I was told the engine was replaced but that the transmission now had issues and would also be replaced. The manager, **** ****** explained very clearly that the new transmission would actually be a refurbished transmission, also under warranty. On 8/23/24, I asked ***** for the warranty and repair info on the new engine and she said she would email me. On 8/27/24, I asked for the warranty info again. On 9/5/24, I text **** asking for the warranty info on the new motor and refurbished transmission, he said he would have it for me. On 9/6/24, I text ***** asking for the warranty info as I began the 3 hour drive to the dealership. She said she would have it when I got there. It was not available when I arrived. The info I requested was finally given to me after asking multiple times and the sale was completed. I was assured this truck had a brand new motor multiple times and after 3 weeks of owning the vehicle it started having issues. I took it to my local *** and they said this truck does not have a new engine and that they showed no work done in their system at Sapaugh Motors. I spoke with **** some more and he got the info over to them and then told me that ***** said she never said anything about a new engine. I then found out they route all incoming calls to their cells so there are no phone records. ***** now says the new engine doesn't matter because the truck has a warranty.

  

  Business response

  10/14/2024

  Thank you for contacting us, I apologize that your experience with Sapaugh did not warrant a higher rating or a better experience. I did speak to ***** ****** and she said she gave you a copy of the documentation Repair Order before you went into the finance office to finalize the paper work. Is that not true ??? Also  ***** also said she had put  you in contact with **** ****** our Service Director to explain what was done to  fix vehicle prior . I guess I am not sure what you are looking for and I would  I would appreciate the opportunity to learn more about your concern if you would like please call me directly at ************ or email me at ************************************ Your satisfaction is our highest priority. Thank you again, and I look forward to hearing from you soon.
  
  
  Sincerely
  
  *** *******
  Executive General Manager
  Office Number *********************
  Mobile ************
  Email ***********************************

  Customer response

  10/24/2024

  This issue has not been resolved. They have taken the truck back into possession but no resolution has been reached yet. Can we keep this open until the issue has been resolved possibly? I was told yesterday that it would possibly 2 to 3 weeks before they know if they can fix what's wrong with the truck and then we'll still have to figure out the resolution on the false promise of a new motor.

   

  Thank you! 

  

  Business response

  10/26/2024

  I know you have spoken to **** ****** and **** said he would have an answer next week so I am not sure where 2 to 3 weeks came from. We are trying to help and been more then accommodating for customer going all the way to *********** to pick up his truck and leave him a loaner vehicle. I am not sure why he is not communicating with me.

   

  Sincerely

   

  *** *******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was asked to bring my truck in on July 3,2024 at 4pm. I had several things wrong with the truck. But they told me none of those where in fact wrong that I just needed new tires and a wheel alignment. I paid for the tires and the alignment it cost me *******. I drove a week while on the highway either my kids in the truck the tire popped and went flat. I drove to the nearest tire shop and the guy assisted me but asked me to take pictures of the inside of the tire. He then put the tire back on and I called the dealership daily to let them know what had occurred. My service person never returned my call. I then had to call and ask for a manager. I got Zach. ON 7/30/ 2024 I Arrived at 11am and have now patiently waiting only for **** to come laughing at 1pm in my face. This man said I can give you your truck back still not aligned because he can get the wheel straight and you have to go. I explained to him I explained to him I paid to much you all could have gotten it right the first time and this would have happened. I should be refunded and have something of my next service bill I been here this long this is an inconvenience to me. This is really sad and not how business goes.

  

  Business response

  08/01/2024

  I reviewed customers concern with our Service Manager ********************* and he said customer was 100% happy when she left. The story the customer purchased tires and a alignment then shortly after purchasing tires she pick up some object in the road and caused one of the tires to go flat. She had a Safe Guard tire policy on the tires that she got from us so the replaced the tire at no charge!!! Then she felt the alignment was not correct so reimbursed her for the alignment and performed another alignment at no charge to customer. When she left she Thanked both **** (Service Advisor ) and **** (Service Manager). So i believe complaint to BBB was made prior to the outcome.

   

  Sincerely

   

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

  Executive General Manager

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2021 **** Explorer on July 10, 2024. My sales person informed me about a brake flasher they install on all vehicles before they put them on the lot for resale. At no time during this conversation did he mention the cost of this "Brake Plus System". He said, "This is something the owner does for everyone to keep them safe." This statement is misleading. He made it sound like a free add-on. It is billable work the dealer performs on the vehicle prior to selling the vehicle. It should have been included in the advertised price. Not added later to the contract. After I discovered it wasn't working, I opened the lift gate and removed the trim panel to expose the wiring for the third brake light. There was no Brake Plus System module controller installed. I paid for something I did not receive. The salesperson who sold me the vehicle said he would issue a check for $349. That was almost two weeks ago. I have tried calling them several times today to see if the check was mailed. No one answers the phone or returns my calls.

  

  Business response

  07/30/2024

  I spoke to ******* 07-29-2024 @ 4:30PM and he brought to me his issue! I apologized for the misunderstanding and we cut him a check back for the $349.00 for the product and $60.00 for 1/2 of the interest he feels he will incur over the period of the loan. ******* agree to the misunderstanding and seemed completely satisfied with the outcome.

   

  Sincerely 

   

  *******************;

  Customer response

  07/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ******* ******* and **** ********  the used car salesman gave me an out the door price of 45000 and then once I went to sign added sales tax and license title and fees thinking I didn’t know what out the door price means because I’m female. They eventually, after me making that point, brought it down to 43,500 with the tax liscense title and fees, but that’s all still way over 45000 with everything which is what I was originally told

  

  Business response

  09/01/2023

  **** ******** and ******* ******* said the customer wanted a price on the vehicle never said she wanted license and taxes included. I believe this was just miscommunication and our Sales Manager **** was kind enough to give her some compensation regarding the price. I truly believe Sapaugh Went above and beyond to try and help her.

  Customer response

  09/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  ***** *****

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HAD A BAD EXPERIENCE WITH SAPAUGH MOTORS OF MO. COMPANY DIDN'T TELL US EVERYTHING ABOUT THE VEHICLE, & THE ONLY PAPERWORK WE LEFT FROM THE SALE OF THE PURCHASE WAS THE WARRANTY. I HAD TO CALL THE SALESMAN BRENDAN, TO FIND OUT ABOUT THE TITLE, WHEN THE LAST OIL CHANGE WAS DONE, & HE SAID TO TAKE THE MILEAGE BEFORE YOU LEAVE THE LOT & SUBTRACT 50 MILES. HE ALSO SAID ALL THE PAPERWORK WOULD BE MAILED, SO FAR THREE SETS OF DOCUMENTS HAVE BEEN MAILED & AND STILL DON'T HAVE ALL THE INFORMATION I ASKED FOR. I'VE ALSO SEEN THE REVIEWS FROM THE COMPANY, AND THEIR NOT GOOD. I EVEN LEFT A MESSAGE WITH THE SERVICE MANAGER, ABOUT THE 27 POINT INSPECTION, & STILL DON'T KNOW ABOUT THAT, SINCE ZERO PAPERWORK HAS BEEN SENT.

  

  Business response

  08/02/2023

  This customer purchased the vehicle As-Is No-Dealer Warranty and she signed it. She also was offered to purchase an extended warranty and declined it ( Please see attached documents ) This customer continues to try and bash our name on social media and reviews and hold us hostage  unless we provide her  additional work to the vehicle or for us to give her an extended warranty. She has talked to approximately 8 people at the dealership and has been anything but nice always talking over them and making statements that are not true.Sapaugh has been in business 38+ years and we just feel like she is trying to bully us into giving her something more . SHe went on to Dealer Rate and complained 4 different times and Dealer Rater removed those surveys as part of defamation of our business  That is what I feel this compliant is all about and the other complaint she filed with you as well Case # ********. Again the customer bought vehicle As-Is and she signed the document. Sincerely *** Clemens 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was supposed to get a refund on a GAP warranty. The warranty company sent the check back to Sapaugh and they said they sent it where they were supposed to but they did not they sent it to the wrong bank. The bank cashed it and I never got the refund. It shows it went to an ******* bank. They still cashed the check and nothing about my name or account number on it. I would like to receive my refund - $899.00.

  

  Business response

  06/27/2023

  ******----  Thank You for reaching out to us regarding your Gap Warranty refund. The check was issued and was to the bank who has the loan on your vehicle and  they credited your loan on Friday  June 24TH. If you have any further questions please feel free to contact our Finance Director ********************* @ ********************* his email is MReagan @Sapaugh.com.

  Sincerely 

   

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

  Customer response

  06/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is *************************. I purchased a 2015 Jeep Grand Cherokee from H31323137**3035353235H 1-4-23. Prior to the purchase I asked questions in re to the history of the Jeep. I was concerned with being the 5th owner. Did this vehicle have any prior issues? I was told people these days do not keep cars the way they used to! They trade them often. I was given the Carfax and it did not show any issues and only routine oil changes, tires, brakes, etc. I asked again and was told the Carfax would tell and there is nothing wrong with the car and *****#**;t been. It will be a good car for you. I was also encouraged to purchase an extended warranty just in case I was to have an issue. I wrote a check on 1-4-23 for $21,278 the price of the Jeep was $18,000, the $3,278 was the warranty. I did not pick it up for a few days due to wanting my checking account to have the funds. This was discussed prior to writing the check. When I picked up the car they asked if it was ok to cash the check and I told them it was all ok. This was on 1-9-23. I drove the car for the first few weeks and began to notice small chips in the windshield. I took it to ta windshield repair shop and was told someone had tried to cover the chips with something to conceal them. I called H333636323433**34**33H and was told to bring it in and they would look at it. They decided after a week or two that they would replace it. This was around the end of January the first of February. I went to get the license on the Jeep (they had given me a temp tag good thru Feb. 3rd) and the license office told me I needed to call the dealership because I didn&#**;t have all the papers, no title application yet. Again, I called H333636323433**34**33H. I was asked again if they could cash the check. Again I told them yes and they apologized and were to send me the papers. I needed to be able to license the car. After 10 days of waiting I had to call again and go pick them up at H333636323433**34**33H. At that time they asked again if the check could be cashed. I licensed the car on Feb. 10 (wow). I continued to drive the car. Around the first part of March I noticed after the car warmed up it was ticking. Again I called H333636323433**34**33H and asked when I should bring it for an oil change and have the noise checked out. This was scheduled for March 21, 2023. The car oil not due to be changed for another ***** more miles. They told me that the lifters were making noises and they were going to open up the engine and work on it. This would take a few days. The next day they called and said that they wanted to do a treatment to the oil first to see if it would help instead of working on the engine. I had taken all of my stuff out of the car when they were going to work on it. I noticed there were papers in it from the prior owners showing engine issues. I asked them about theses issues. They told me that I have purchased the warranty, it should cover. What I asked is why I wasn&#**;t told about this prior to purchase, especially when I asked about it. I was told that they can&#**;t help what other people have done to their cars. My question was why I was not told because H333636323433**34**33H did the work on it. I would not have bought this car had I known it had prior engine issues. H333636323433**34**33H did know and chose not to report it on Carfax and chose not to tell me. Also there was some sort of front end accident that was also not reported and the windshield that was covered up to concealed the chips all over it. It was so badly chipped that when the car lights would hit it at night you couldn&#**;t see. It probably wouldn&#**;t have passed inspection. I asked for my $18,000 back and my warranty. They said they would only give me $16,000 and 95% of the warranty trade for another car. I don&#**;t feel as if I could trust them in another trade. H333636323433**34**33H is H363137**3238313831H accredited and is held at a higher level. They should do the right thing and return my money no questions. They concealed things that were very important to me in the purchase of this car. I am widowed, this is my first big purchase since the death of my husband. I am also raising a granddaughter who is in sports so I am running her to and from daily. I was told this would be a good car. No issues that they know of. In fact many prior issues they for sure knew of. H333636323433**34**33H did the work. There will be more issues I&#**;m sure. The car is at H333636323433**34**33H (now has been there since 3-21-23). I do not want it. I am asking for a refund of my purchase price. I also was given the black book price $13,150 - I asked what that price was when I bought the car in ********** only said it was much more. Please not the attached paperwork showing the previous owners, prior work and parts and the dates when the work was done compared to the dates and notes on the Carfax. I spoke with *************************, then he sent me to ********************* who gave me the offer and Blackbook price or trade. Then I emailed *********************. We also spoke on the phone. *** gave me the same offer and told me I should seek advice for a family member or someone as what to do. He said he would re-evaluate my car. We were to talk again the following Monday, he never called so I reached out on that Wednesday. He then told me that they offered me too much money but would honor the first offer. I&#**;m asking that H333636323433**34**33H do the right thing. Nothing less. No questions, just do the right thing! I feel as if I have been taken advantage of. I did not purchase this car to be in the shop with issues. I depended on a reputable company not a road side salesman! I expected more from H333636323433**34**33H.

  

  Business response

  04/20/2023

  I reviewed ******************* concern and the story varies a little from what actually happened. ****************** was presented with a car fax at the time of sale and she signed at the top and you can also see  its dated in the upper left corner of the car fax  see attached documentation. I am still willing to help ****************** and try to make a resolution good for both parties but I don't appreciate some of  the accusations.  Sincerely *********************

  Customer response

  04/21/2023

  Complaint: 19944568
  
  I am rejecting this response because:

   

  The Carfax doesn't reflect the same issues as the paperwork that was found in the car from the previous owners due to the engine issues that were not listed on the Carfax.  When I purchased the car I was told there were no issues with the car ever and in fact there were previous issues and now I am having issues.  The paperwork from previous owners shows that there were more issues.  Please read over the paperwork and I really want my money back.
  

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

  

  Business response

  04/24/2023

  The Car Fax that you provide and the Car Fax you signed at time of purchase match up. I don't see anything different. 

   

  Thank You 

  Customer response

  04/24/2023

  Please note the invoice from the previous owners page 1 and page 2 showing engine work done on the vehicle not listed on the car fax. I had asked specifically if there had been any accidents or anything done to this car and was told any work done to the vehicle would be on the car fax. As you can see these things were not listed. This will be a continuous issue. 

  Customer response

  04/24/2023

  Please review invoice ****** page 1 and page 2 from previous owner showing engine work done on this car. This previous work was not listed on the car fax. I was told prior to signing the carfax everything that had been done to the car would be on the carfax. I found these papers when I took the car to the dealership due to the engine making ticking noises. 

  Customer response

  04/24/2023

  Complaint: 19944568
  
  I am rejecting this response because:
  
  I have found papers from the previous owner showing engine work done to this vehicle. This work done was not listed on the carfax and I was told before signing the carfax that all work done on a vehicle would be listed. I feel These issues will be ongoing issues. I did not buy a car that would need to be in the shop continually. I want my cash back please this is not what I was told ! If I  had not found these papers I would have never been told! Please return my money.
  
  ************************************************

  Customer response

  04/25/2023

  I found it in the car because it had a ticking noise and when I brought it in they told me they would keep it a few days and so I took all of my stuff out of my car and took clothes and things out of the glovebox and it was in the glovebox. The previous owners must have left it in the car. 

  Customer response

  04/28/2023

  At this time until this situation is resolved.  The customer is requesting to leave the vehicle at the business.  

  Customer response

  06/21/2023

  The company just called and said if I don't pick up my car in 2 weeks, they will have it towed.  The complaint that I filed with ** has already been resolved.

  Customer response

  06/30/2023

  I have not been contacted from Sapaugh in writing only a phone call saying the call was from the service department of Sapaugh. The person told me Me ******** was having her make the call.

  

  Business response

  06/30/2023

  I am not sure what else customer would like from us. The vehicle is sitting on our lot and I am not sure why. The  ever changing used car market does not help the situation because values of vehicles usually goes down in value. Like I said from the very beginning I would be happy to help ****************** in trying to resolve this and come up with a solution so both parties win. 

  Customer response

  07/03/2023

  Complaint: 19944568
  
  I am rejecting this response because: 

  Due to the information found in the vehicle I don't feel like I should take that low of an offer. I 'm really hoping they would reach out to me and we could come up with the solution. 

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

  Customer response

  07/10/2023

  I received a call just a little bit ago..from Sapaugh stating that they are going to report it abandoned.  I told her that the vehicle has been wrecked and that I am unable to get there today. I am with my son at the hospital. I also informed her that I feel a police report should be made. She was going to inform *******************. Thank you
  

  Customer response

  07/25/2023

  Since my last statement, I went up there on the 7/11/23 and he made me an offer and the payout would be $900 less than what I paid. He supposed to have someone call me about trading in. I asked about the police report and he said it wasn't necessary because it was on private property, and he wouldn't hold it against the value of the car. I still don't feel comfortable walking away losing $900. I spoke to him this morning and he said that was the best he could do.

  

  Business response

  08/15/2023

  I have made many offers as of today I pulling all offers that has been previously made. Sincerely *********************

  Customer response

  12/21/2023

  12/21/2023 AB: Spoke to the consumer she stated that this issue has been resolved. 

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 corvette (which is not cheap) and I drove 4.5 hours to buy the car. I was told that the dealer 3 month / 3,000 miles warranty would be covered in at my nearest Chevy IL and after 1 month I noticed a noise from the transmission. So I called to confirm that the warranty would be covered and they told me that they need to inspect the car at their dealer. And if I would have to stay in town for the car to get fixed, I would have pay for my own expenses including hotel. And then I told them that the car’s rear bumper was an after market bumper and was painted and that it was not reported to ******. I called about the issue and the GM *** told that he needed to see the car in person and would not guarantee the fix since I had the car for a month! GM *** told me that he was not familiarize with the dealer warranty!! How could a GM not be familiarize with their own dealer warranty! My wife told my sales person, ***** that he had an attitude over the phone and ***** told us to “I’m done, do what you got to do with the car” and he hung up!!!!! I can’t believe that they would treat someone who bought a $45,000 car like they did me!! Im just down with dealers!! They don’t care for their out of state customers! They don’t understand that people work for a living and can not make the expense of going back a getting the issue fixed.

  

  Business response

  04/20/2023

  I understand the customers concern the warranty is a Dealer Warranty and it states in  the documents. Even on the Limited Coverage Warranty it states to bring it back to the Dealer or contact the dealers for instructions.  We do care very much for our customers. Mr.  ****** **** was even concerned he was going to go over the mileage so  I suggested for him to take a picture of odometer and send to me prior to him of driving the vehicle back so I have it documented and he did not like that idea. I have attached a copy of the warranty for your review and I am willing to help the customer here at the dealership if its a covered part that has failed. Sincerely *** *******

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was supposed to be daft report But they pulled a hard report and I want it removed

  

  Business response

  04/04/2023

  Customer was on-line and filled out credit application to a 3rd party site and they are the ones that ran his credit. They then sent us the lead. This has nothing to do with Sapaugh !

• Initial Complaint

  02/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had bough a car (Honda Odyssey 2016) from this business on Jan 26 2022. They didn't give me title of the car as they said they never received from the person who sold car to them ( Car was standing there for 47 Days according to them). They issued me Tem Tag which is expired today 02/24/2022. They are unable to provide me Title of the car. They are saying they had applied for duplicate title but since they are obliged to provide me title within 30 days. I requested them to give me my documents by deadline or take the car back and give me double amount for all the damages including my credit file and my health stress. After today the car will be illegally parked on the street and I'll be the responsible person for that where I have no mistake. If any action by the police or any other state department happens who will responsible for that? Please do the needful

  

  Business response

  03/02/2022

  We have been in contact with Mr. ******* through the weeks after his purchase regarding the delay of title. Due to unforeseen events, Sapaugh Motors had to order a duplicate title  for the vehicle. Unfortunately, the State of Missouri Motor Vehicle Department is several months behind with title work, particularly issuing titles. As a dealer, this is one of the most frustrating parts of the job, however; This is out of our control. Other customers have been very understanding with this. Sapaugh Motors reimburses any and all late fees associated with the state transaction. We offered the same to Mr. *******; reimbursing him for all late fees occurred. He did not want to accept that. We have now agreed to rescind the sale of the vehicle. Sapaugh Motors did everything in its power to expediate the paperwork process but due to staff shortages with the State of Missouri, they are back logged over 60 days. Sapaugh Motors understands the inconvenience this has caused the customer .

  Customer response

  03/02/2022

  Complaint: ********
  
  I am rejecting this response because: Friend of mine lives in Missouri too and he got his duplicate title within a week of applying(We have proof of that). I am returning this car because I hate the word ILLEGLE and these people put me in this situation and I don't want to die because of the stress. They also mentioned other customers do understand which means this business is habitual doing these types of things. If they don't title why they sell the car and put people in trouble.

  BBB People I need legal help in this regard as well if you can because they gave me a lot mental stress and other things related to this deal are very disappointing. This business isn't reliable at all.
  
  
  
  Sincerely,
  
  **** *******

*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. ↩