Castle Buick, Inc.

RevDex.com:
I have reviewed the response made by the business in
reference to complaint ID I am assured by *** and *** that we
bought a new car, but my local dealer says not soThis conflict is unsettling
We understand that we will receive the balance of our ** Bumper To Bumper and
Drive train Warranties, along with an extended warranty from Auto Care Warranty
CorpThis company is owned by Joe *** and part of U.SWarranty Corpwhich
appears to be a disreputable outfitIt was written for a used car which is
also disturbing, and will not cover many areas that B to B covers, so I pray we
never need to file a claimWe were also given $to help cover past and future oil
changesJoe *** explained his response was delayed as he was out of the office for a timeHe was helpful and cooperative
Sincerely,
Ken H

First I want apologize to Mr*** for the delay in sending cancellation refunds to him. A check # *** dated 01/20/2016 in the amount of $was mailed out on 02/24/I hope this will resolve the complaint and close this file
Sorry again, Joe *** General Manager

Complaint: ***
I am rejecting this response because:I asked for the disclosures regarding GM and "changing oil from semi to full synthetic" and received nothing-Second- you are disputing your free oil changes while at the same time stating "Free Lifetime Oil Changes" is a testament of what frauds you actually are-Also, you cannot just change the oil to your liking, you have to go by the book and what the manufacturer suggests.When the oil was changed, the technician still put in semi-synthetic so the whole "GM changing to full synthetic" is an absolute lieAlso with every new car purchase, there is a guarantee of maintenance free service for at least years, where in this case we only had the car for a year
Sincerely,
Michael ***

Customer had vehicle brought into dealership for inspectionFound that the oil was overfilled now, and that the oil filter is a cartridge type filter which is newThe oil had been changed as the customer was told. The radio was reprogrammed at no charge on the original visitThe oil was
changed at no charge at the original visit. The vehicle was diagnosed with a faulty thermostat, of which the customer authorized inspection and was charged for accordinglyIt was also noted on the customers copy of the invoice that #'s & cylinders had oil present, and additional diagnosis was needed to confirm any possible internal damage. The customer declined all repairs and picked up the vehicle. We documented all transactions that occurred during the visit. We feel that all transactions were proper at this time. The customer also noted in her letter that the vehicle was raised to show her the old oil filter. The filter is located on the top of the engine

we will have no problem refunding this customer the requested amountit was our intention to try to repair the vehicle the correct way after it came back againwe did have them in a free loaner during this but we definitely understand the frustration from the customerwe provided this service
even though it was not purchased here because we were have great difficulty getting this problem to reoccurI will send in for a reimbursement and send it out to them right way. sorry for any inconvenience,Tom *** service manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11025777, and find that this resolution is satisfactory to me.
Sincerely,
Jasmine [redacted]

To Whom It May Concern,
On Tuesday 12-01-2015, we mailed a refund check to Mr. [redacted] in the sum of $3385.00. $600.00 for Tire and wheel protection, $2086.00 for extended warranty and $699.00 for Gap Insurance. We hope this has resolved this complaint
[redacted] General Manager
[redacted]

Vehicle was being monitored for oil excessive oil usage while under the terms of the Powertrain Warranty.  By the time the required 3rd inspection was performed, the vehicle was out of the warranty by time. We repaired the oil usage condition under the terms of the warranty seeing that it was...

in the process of determining if the condition was warranted. The customer was advised on 4/14/2017, ro # 22419 that the vehicle needed an oxygen sensor for a "check engine" light.  The customer had the sensor previously replaced at an outside source. The customer came back again on 4/20/2017 stating that the sensor was bad due to the oil usage condition.  We contacted GM on the behalf of the customer to request a policy adjustment, but GM refused assistance due to time and mileage. The customer came in again on 4/25/2017 and was told that GM had refused to financially participate, and that he also needed a cam actuator for an intermittent stalling condition.  Customer stated he will have it repaired at a later date.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Darrlyn [redacted]

I left a message for Mr. [redacted], with my contact information.  The message left was that we would be more than happy to recheck his vehicle, and repair the situation.  The vehicle is a Certified Pre-owned vehicle, and was fully inspected prior to delivery. If the vehicle alignment is not...

within factory specifications, we will realign it for him.

Tell us why here... I have spoke the customer and we have arrived at a acceptable resolution to his complaint. We are giving mr [redacted] a warranty that will cover the warranty time lost, as well as a refund of $150.00 to cover the maintenance he lost.
Joe [redacted]

Complaint: [redacted]
I am rejecting this response because: I have reviewed my purchase contract along with the response letter from this dealership and have found great discrepancies. I have forwarded this matter to several government agencies for review of this dealership' practices.
Sincerely,
[redacted]

As Ms. [redacted] stated, we did not work on the brakes on her vehicle.  As a free service, we visually looked at her brake pads and blew off the brake dust to check look for any excessive wear.  That is all that was performed on her vehicle.  We do not feel we are responsible for any...

further action at this time.Thank you[redacted]Service Manager

My name is Tom [redacted] service director at Castle Buick GMC I received this complaint and reviewed it and with my staff involved. I contacted Jennifer [redacted] on 11/30/15 and discussed her complaint and we talked about the visit and she feels strongly that the battery was fine before we worked on it and...

I agreed to reimburse the $100.00 for the battery as a sign of good customer faith and we also discussed 2 other problems ? a problem with the washers not working and a smell from the vehicle ? I explained I would be willing to diagnosis it at no charge and make sure its nothing that we did. she was dealing with our service manager LT Turner and he was only aware of a battery problem that he did assist with but offered to sell it being that he did not feel it was related. I did question why this went on for so long it was in for service 10/1/2015 , she said she was frustrated and felt like she was not getting any ware and decided to contact Revdex.com instead of myself or our General Manager Joe [redacted]. We are participating to show our customer loyalty but we certainly cant be held accountable for everything that can go wrong with a vehicle 8 years old and with over 108,000 but as I explained I give all of our guests the benefit of doubt and do everything possible if we created a problem. she was very cooperative and will be coming in 12/5/2015 Saturday to drop off her work order to submit for reimbursement and to have the other complaints looked at and we will not be charging her for any inspection. she agreed and was set up for inspection.Tom [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

AS of January 2, 2018, GM has required all GM dealers to use Full Synthetic oils in place of semi-synthetic oils. Due to the increase in the cost of oil changes. The Castle Group has modified their program of "Free Lifetime Oil Changes to the low cost of $29.95 plus tax and fees. There is no...

contract and never was a contract that guaranteed A Lifetime of FREE oil changes.  The agreement reads that "Castle has the right to cancel or modify program at any time".  When we started this program, GM required Conventional oil in their vehicles. They then went to Semi-synthetic oil, in which we still absorbed the additional cost to Full synthetic oil.  We can no longer absorb the entire cost of a full synthetic oil change.  We therefore modified it to the low cost of $29.95 plus tax and fees.  The average Full synthetic oil change price in the area is approximately $75.00.We still want to offer our customer a low price oil change, so we are still absorbing a portion of the cost to provide this service. We have never charged our customers a fee for this service when they purchased their vehicles.  It was given to them at no charge.  All they had to do was to perform their required factory maintenance services with the dealer.

Case # [redacted] Re: Darrlyn D. [redacted] Complaint. I spoke to Ms. [redacted] today 3-20-2017, we have set an appointment for Wednesday 3-22-2017 to discuss her complaint and come to a resolution. Thank you,Joe [redacted] General MangerCastle Buick GMC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11151734, and find that this resolution is satisfactory  to me.
Sincerely,
Omar [redacted]

Complaint: [redacted]
I am rejecting this response because: Before I stepped into Castle Buick I had no issues to my brakes. Castle Buick provided a "free service" which some caused my car to malfunction in some sort. The fact that this company refused to even look at the vehicle shows their lack of consideration. The accident happened immediately from leaving the facility how do this company doesn't want to accept some sort responsibility. I will be looking into further legal action
Sincerely,
[redacted]