Orange Coast Buick, GMC, Cadillac

3/17/
*** *** *** *I'm sorry, I think I missed something never was that an option to us a full refund for my Escalade.?!? We where offered $1,For all the mess we are going troughMy husband & I had to do our own research, phone calls out of our busy schedules, taking time out from work to try & resolve your dealerships mess that we where put troughYes we where able to, get out of the extended warranty & gap as we came to find out it is an optionVery disappointed we where lied toInstead of Orange Coast Buick GMC Cadillac trying to resolve it we did it ourselves just went in signed a form that's all it tookWe can't believe that with your dealer name, corporation after selling us a vehicle with a bad engine, wrecking our vehicle you guys offered to pay our first payment just to remove the Yelp comment of the WORST EXPERIENCE that we are going trough with Orange Coast Buick GMC CadillacThis was offered after we went in to remove our extended warranty & gap by the wayIf you guys where professional & stand by what you preach, you would have gone above and beyond to make it right, instead you hide behind the curtains & leave us in the dark, but till this day a lil over month after paid my first payment just keep in mind still don't have my truck none has ever reached out to us to try to make sense, or make it right out of this nightmare, we have been very stressed, sleepless nights, nor any phone calls from you *** * or any of you general managers, with a simple apology, all we keep being told is accidents happenMy husband had to reach out to Sal in service he's about the only person that has been helpful & communicated with his boss *** service manager, because as Van Sales manager said there was nothing else he could do for us was not helpful at allThe only good thing out of this whole situation was when we signed our contract we where given a $gift card for your shop, we where able to spend that, and buy a hat, pen, keychain, and coffee mug
Comment by *** Fof Orange Coast Buick GMC Cadillac:
***, We apologize for what happened to your truck while in our care, which is why we offered to provide you with a refund for the full amount of your EscaladeWhile we realize that you would have preferred we cancel your extended service contract instead, unfortunately that was just not possibleHowever, we regret any inconvenience that this incident may have caused you, and hope that you would accept our sincerest apologies and contact our General Sales Manager, *** *** at ###-###-#### if there is any way that we can assist you furtherThank You
To whom it may concern at Revdex.com
As you can see attached are *** *Of Orange Cost Buick GMC Cadillac comment and my response aboveThere it clearly shows they have been lying to us and Revdex.com of our extended warranty he clearly states it is impossiblePlease help as this has been a nightmareI can't believe my eyes that they are still lying after all that they've put us through still till this day not even a simple phone call to apologize for the mess they've out us through.
etter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Hi ***,
On February 13, 2014, the customer purchased a used Escalade with an extended service contract. This vehicle had approximately 114,miles at the time of purchase. The customer returned on February 26, because the check engine light came
on. We immediately put the customer in a complimentary loaner vehicle. Upon diagnosing the issue, we determined that the only way to properly resolve this issue was to replace the engine. We advised the customer accordingly. We spent an additional $on a general motors engine because we did not want to risk having any future issues with a used engine. This engine has a year/100,mile warranty. The customer was not asked to pay anything toward the cost of this repair (or the upgraded engine) and we kept them in the loaner vehicle while we waited for the engine to be shipped to our dealership.
On March 5, our technician completed the engine installation and proceeded to test drive the vehicle to insure that everything was working properly. While he was returning to our dealership, the Escalade was hit by another vehicle. This accident was not the fault of our technician and the person who caused this accident took full responsibility. The front end of the Escalade was damaged. We were advised that the cost of these repairs were estimated to be around $8,000. Our service manager contacted the customer and updated them accordingly. The customer was clearly upset and frustrated with the circumstances
The customer returned to our dealership and initially asked for $8,to settle the matter. We explained that their vehicle was being repaired at our body shop and the expense was being paid by the insurance company of the driver who caused this accident. The customer was also provided loaner transportation while their vehicle is being repaired. The customer was advised that they had to authorize the body shop to initiate these repairs.
We understand that the customer was upset. One of their main issues is that their vehicle will now have an accident reported on CarFax. As an apology, we offered to give the customer a cash refund of $2, This sum equates to of the products that they purchased in our finance department which included the extended service contract. We further explained that at any time, they could still cancel all of the products, and have the refund applied toward their loan balance. The customer preferred that we rewrite the contract and remove these products but doing so would not allow them the keep GAP insurance, which is something that they wanted
The customer did not accept our offer and advised that they were going to hire an attorney. The customer contacted us the following week and explained that they wanted to cancel their extended service contract. The customer returned to the dealership and signed the appropriate paperwork to cancel this product and this money has been applied to their loan balance.
The customer advised that they had filed a complaint with General Motors and the Revdex.com regarding this matter.
We sincerely apologize for everything that has happened but we feel that our actions and offers have been more than fair. Clearly, the customer feels otherwise
Sincerely,
*** ***
General Manager

I found a vehicle I liked on the website of Orange Coast Buick GMC Cadillac...a used 2004 Jeep Grand Cherokee. I submitted the interest email from their website and 3 representatives gave me a call to discuss my potential purchase. Since my husband and I live out of town I submitted my loan application for the vehicle on Monday 04/27/15 for a pre-approval. If we liked the car we would buy it without sitting for hours at the dealership waiting for an approval. I told the sales rep that the only day I could not come see the car was Wednesday, due to my son's baseball game, but we would be there for sure any other day.
Sales rep [redacted] called me after my loan application was submitted on Monday and told me the car was still being inspected and that my husband and I could not come see the car. He told me he would call me back to schedule a time when it was ready and let me know what my pre-approval would be.
Tuesday came and went....no phone call!
On Wednesday afternoon, I had to call David back and he was almost surprised at my phone call. He said, "Oh yes, Ms [redacted]. I need you to send in more information for your loan application (which I returned very immediately) in order to get the pre-approval. I also need you to send it to my personal email [redacted]@gmail.com because the servers here may block it." He also shared with me that the car was out on the lot ready to come see...knowing FULL WELL we could not come see the vehicle on Wednesday. I thought to myself..."Why am I (the customer) following through on your (the dealership) job?!?"
I received this email this morning (Thursday, 30 April 2015):
-----------------------
Hello Ms. [redacted],
I'm afraid that I have some disappointing news for you. Another person came into our dealership last night and bought the 2004 Jeep that you were interested in. Sorry.
Now that we have your credit information, might there be another vehicle that you would be interested in? To follow is a link to our new website....…
Thank you for the opportunity. I hope that I might have the opportunity to continue helping you with your vehicle purchase.
Respectfully,
[redacted]
ORANGE COAST BUICK | GMC | CADILLAC
------------------------
Wait....WHAT!?!? Are you FREAKING be kidding me!!
Bottom line...this sleazy salesman sold the car out from underneath us, dropped the ball on our loan application and failed to follow through on phone calls/pre-approval. I am disgustingly disappointing with this lack of professionalism and underhandedness! We will NEVER do business with [redacted] or any other representative at Orange Coast Buick GMC Cadillac in the future! I am beyond angry!

Review: By far the worst experience, I've gone through. Not even two weeks into my new Cadillac Escalade the check engine, traction control light came on, took it in to Orange Coast Buick GMC Cadillac service department, next day the call the engine is bad they where going to replace it. Not even a week into my new car we receive another phone call it's done engine in my truck, but there employee from the service department has crashed my truck , understanding accident's happen. But at the same time upsetting, because by this time around my statement should be arriving will have to pay my 1st bill for a product I haven't had. When originally purchasing this vehicle it had a clean car fax, now I'll have to pay for a vehicle that is not clean car fax for the same amount as to no accident. Went in to speak to the sales manager if there was anything we can do to re - contract us due to the inconvenience we've been through it will not be value d for the same amount, or just to remove from our contract the service plan & gap we had purchased per his response could not be possible, did not get any help in that area. My self & husband called the Service plan they told us it was optional to have that, after the sale's manager said it was not possible. Please help!!!! While we have been through a very stressful situation with Orange Coast Buick Cadillac dealership.Desired Settlement: To be re - contracted for a less amount after my Cadillac Escalade has been through an accident. As now my vehicle has been depreciated in price.

Business

Response:

Hi [redacted],

On February 13, 2014, the customer purchased a used 2007 Escalade with an extended service contract. This vehicle had approximately 114,000 miles at the time of purchase. The customer returned on February 26, because the check engine light came on. We immediately put the customer in a complimentary loaner vehicle. Upon diagnosing the issue, we determined that the only way to properly resolve this issue was to replace the engine. We advised the customer accordingly. We spent an additional $700 on a general motors engine because we did not want to risk having any future issues with a used engine. This engine has a 3 year/100,000 mile warranty. The customer was not asked to pay anything toward the cost of this repair (or the upgraded engine) and we kept them in the loaner vehicle while we waited for the engine to be shipped to our dealership.

On March 5, our technician completed the engine installation and proceeded to test drive the vehicle to insure that everything was working properly. While he was returning to our dealership, the 2007 Escalade was hit by another vehicle. This accident was not the fault of our technician and the person who caused this accident took full responsibility. The front end of the Escalade was damaged. We were advised that the cost of these repairs were estimated to be around $8,000. Our service manager contacted the customer and updated them accordingly. The customer was clearly upset and frustrated with the circumstances.

The customer returned to our dealership and initially asked for $8,000 to settle the matter. We explained that their vehicle was being repaired at our body shop and the expense was being paid by the insurance company of the driver who caused this accident. The customer was also provided loaner transportation while their vehicle is being repaired. The customer was advised that they had to authorize the body shop to initiate these repairs.

We understand that the customer was upset. One of their main issues is that their vehicle will now have an accident reported on CarFax. As an apology, we offered to give the customer a cash refund of $2,800. This sum equates to 2 of the products that they purchased in our finance department which included the extended service contract. We further explained that at any time, they could still cancel all of the products, and have the refund applied toward their loan balance. The customer preferred that we rewrite the contract and remove these products but doing so would not allow them the keep GAP insurance, which is something that they wanted.

The customer did not accept our offer and advised that they were going to hire an attorney. The customer contacted us the following week and explained that they wanted to cancel their extended service contract. The customer returned to the dealership and signed the appropriate paperwork to cancel this product and this money has been applied to their loan balance.

The customer advised that they had filed a complaint with General Motors and the Revdex.com regarding this matter.

We sincerely apologize for everything that has happened but we feel that our actions and offers have been more than fair. Clearly, the customer feels otherwise.

Sincerely,

General Manager

Consumer

Response:

3/17/2014

[redacted]. I'm sorry, I think I missed something never was that an option to us a full refund for my Escalade.?!? We where offered $1,700 For all the mess we are going trough. My husband & I had to do our own research, phone calls out of our busy schedules, taking time out from work to try & resolve your dealerships mess that we where put trough. Yes we where able to, get out of the extended warranty & gap as we came to find out it is an option. Very disappointed we where lied to. Instead of Orange Coast Buick GMC Cadillac trying to resolve it we did it ourselves just went in signed a form that's all it took. We can't believe that with your dealer name, corporation after selling us a vehicle with a bad engine, wrecking our vehicle you guys offered to pay our first payment just to remove the Yelp comment of the WORST EXPERIENCE that we are going trough with Orange Coast Buick GMC Cadillac. This was offered after we went in to remove our extended warranty & gap by the way. If you guys where professional & stand by what you preach, you would have gone above and beyond to make it right, instead you hide behind the curtains & leave us in the dark, but till this day a lil over month after paid my first payment just keep in mind still don't have my truck none has ever reached out to us to try to make sense, or make it right out of this nightmare, we have been very stressed, sleepless nights, nor any phone calls from you [redacted] or any of you general managers, with a simple apology, all we keep being told is accidents happen. My husband had to reach out to Sal in service he's about the only person that has been helpful & communicated with his boss [redacted] service manager, because as Van Sales manager said there was nothing else he could do for us was not helpful at all. The only good thing out of this whole situation was when we signed our contract we where given a $50 gift card for your shop, we where able to spend that, and buy a hat, pen, keychain, and coffee mug.

Comment by [redacted] F. of Orange Coast Buick GMC Cadillac:

[redacted], We apologize for what happened to your truck while in our care, which is why we offered to provide you with a refund for the full amount of your Escalade. While we realize that you would have preferred we cancel your extended service contract instead, unfortunately that was just not possible. However, we regret any inconvenience that this incident may have caused you, and hope that you would accept our sincerest apologies and contact our General Sales Manager, [redacted] at ###-###-#### if there is any way that we can assist you further. Thank You.

To whom it may concern at Revdex.com

As you can see attached are [redacted]. Of Orange Cost Buick GMC Cadillac comment and my response above. There it clearly shows they have been lying to us and Revdex.com of our extended warranty he clearly states it is impossible. Please help as this has been a nightmare. I can't believe my eyes that they are still lying after all that they've put us through still till this day not even a simple phone call to apologize for the mess they've out us through.

etter Business Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I found a vehicle I liked on the website of Orange Coast Buick GMC Cadillac...a used 2004 Jeep Grand Cherokee. I submitted the interest email from their website and 3 representatives gave me a call to discuss my potential purchase. Since my husband and I live out of town I submitted my loan application for the vehicle on Monday 04/27/15 for a pre-approval. If we liked the car we would buy it without sitting for hours at the dealership waiting for an approval. I told the sales rep that the only day I could not come see the car was Wednesday, due to my son's baseball game, but we would be there for sure any other day.

Sales rep [redacted] called me after my loan application was submitted on Monday and told me the car was still being inspected and that my husband and I could not come see the car. He told me he would call me back to schedule a time when it was ready and let me know what my pre-approval would be.

Tuesday came and went....no phone call!

On Wednesday afternoon, I had to call David back and he was almost surprised at my phone call. He said, "Oh yes, Ms [redacted]. I need you to send in more information for your loan application (which I returned very immediately) in order to get the pre-approval. I also need you to send it to my personal email [redacted]@gmail.com because the servers here may block it." He also shared with me that the car was out on the lot ready to come see...knowing FULL WELL we could not come see the vehicle on Wednesday. I thought to myself..."Why am I (the customer) following through on your (the dealership) job?!?"

I received this email this morning (Thursday, 30 April 2015):

-----------------------

Hello Ms. [redacted],

I'm afraid that I have some disappointing news for you. Another person came into our dealership last night and bought the 2004 Jeep that you were interested in. Sorry.

Now that we have your credit information, might there be another vehicle that you would be interested in? To follow is a link to our new website....…

Thank you for the opportunity. I hope that I might have the opportunity to continue helping you with your vehicle purchase.

Respectfully,

ORANGE COAST BUICK | GMC | CADILLAC

------------------------

Wait....WHAT!?!? Are you FREAKING be kidding me!!

Bottom line...this sleazy salesman sold the car out from underneath us, dropped the ball on our loan application and failed to follow through on phone calls/pre-approval. I am disgustingly disappointing with this lack of professionalism and underhandedness! We will NEVER do business with [redacted] or any other representative at Orange Coast Buick GMC Cadillac in the future! I am beyond angry!